Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated

Complaints

This profile includes complaints for Holiday Inn Club Vacations Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

581 total complaints in the last 3 years.
178 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have bought a Holiday Inn time share in 2017 for $6,000, under a huge pressure while on vacation in Orlando, and since then, we have never been able to find any of the so called vacation, given that they were never been available as we were first told. Also, their website was often unavailable.We have paid annual "condo fees" which increases every year. We have tried to exit, but we were asked for at least $1,500 and a long delay for the so called approval. In conclusion, we think that this is a scam and would like to return them the ownership. Can you help us to solve this issue?
Customer Answer
Date: 12/09/2024
Hi,
Here is the signed form.
Thanks,
******** *****
Customer Answer
Date: 12/10/2024
Hello,
the last interaction was when I paid 2024 condo fees (Jan 6, 2024).
Thank you.
Business Response
Date: 01/02/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ****************** We appreciate the opportunity to respond to the concerns set forth therein.
Owner entered into his transaction with the Company on May 23, 2017, at which time he purchased a biennial timeshare interest at the Companys *********** Resort located in ************, ************** (the Ownership) entitling him to ****** points every odd year in the Companys points-based exchange program, the Holiday ******** (Club).
Pressure.Owner claims that during the timeshare presentation, he was pressured to enter into a timeshare purchase. We dispute Owners characterization of the Companys sales presentation as pressured. While the Companys sales consultants are enthusiastic about our product, they do not pressure or otherwise force prospective purchasers to purchase timeshare interests. If a prospective purchaser does not believe that the offer presented constitutes a good purchase at the right price, the prospective purchaser is under no obligation to consummate the purchase and is welcome to leave the sales center without making a purchase, just as many prospective purchasers do each day. At the conclusion of the timeshare presentation, Owner freely advised the sales consultant that he wanted to purchase the Ownership and executed a Sales Pre-Confirmation Checklist identifying his primary reasons for purchase thereon, which reasons included concept, better rates, and nice environment. We, therefore, deny Owners assertions in the Complaint that he was pressured to make a purchase that he did not want.
Booking.Owner states that he has not been able to use his Ownership as desired due to lack of availability. During the presentation, Owner was advised that Club points may be used to secure reservations in any available unit, at any of the Companys thirty (30) resort locations, during any season, for any length of time, provided that he has the requisite number of Club points for the desired reservation, and further provided that his account is current. Owner is also welcome to use his Club points to secure reservations at thousands of hotels and resorts through the Companys affiliations with *** and ***. Our sales consultants provided Owner with real time examples of reservations that can be secured through the use of Club points and the number of Club points required to secure each reservation. Owner was also given clear disclosure at the time of purchase that all reservations, including reservations through *** or IHG,are subject to availability on a first come-first served basis. It is for this reason that all owners are encouraged to book reservations as early as their booking windows allow. Our records show that Owner has previously booked one (1) reservation at the Companys ************** Resort located in ***********,*******; however, Owner later elected to cancel the reservation of his own volition.
Owner also expresses dissatisfaction with the Companys website. Please note that in June 2024, the Company launched its My Vacation Portal, a brand-new and improved online owner portal aimed at providing owners with a more user-friendly booking experience. Owner can access the My Vacation Portal by visiting ******************* and logging in with his credentials. This new platform will continuously be updated and enhanced to elevate the experience of our owners. In addition to the online owner portal, the Company has a team of dedicated Vacation Counselors who are available to assist owners with account inquiries and booking reservations. If Owner requires assistance securing reservations, we encourage him to contact a Vacation Counselor at **************, who will be happy to assist him in that regard. Please note, however, that Owner will be unable to secure reservations under his account until he brings his account current.
Maintenance Assessments. Owner expresses dissatisfaction with his maintenance assessment obligation. Please be advised that it was fully disclosed to Owner at the time of purchase that the maintenance assessments are based on the annual budget approved by the Board of Directors of the Association for the continued operation and maintenance of the Companys resorts. They, like homeowners association fees, are subject to increase over time. Notwithstanding the same, the Association does try and keep these costs as low as possible; however, there are a number of factors that impact the maintenance of the Companys resorts that are outside of the Associations control, such as increases in the costs of labor, materials, insurance rates,etc. We will continue to work with the Association to keep these costs as low as possible in the future for the benefit of our owners.
Cancelation.Owner states that he has previously contacted the Company inquiring on how to be released from his obligations to the Ownership; however, Owner is dissatisfied with the options previously provided. Our records confirm that the Company has previously spoken to Owner and he was advised that he could (i)gift the Ownership to friends or family, (ii) sell the Ownership independently to a bona fide third party, subject to the Companys transfer requirements, or (iii) surrender the Ownership back to the Company through the Companys Horizons Program, subject to the programs requirements thereunder.
The Company allows owners who have satisfied their mortgage obligations and who have remitted all invoiced financial obligations (i.e., maintenance assessments and Club membership dues), the ability to surrender their ownerships back to the Company, without refund, through the ***************************** While Owner has satisfied the mortgage obligations under the Ownership, he has outstanding financial obligations owed for his maintenance assessments. Once Owner remits his outstanding maintenance assessments, and the Horizons fee (which current fee is $1,200), he may surrender the Ownership through the Companys Horizons Program. In addition, please note that Owner was advised that there is a processing time associated with surrender through the Horizons Program, which is currently 12 to 16 weeks. If Owner would like to proceed with surrender through the Horizons Program, he should contact the **************************** at ************** to request to surrender the Ownership.
To the extent that Owner prefers to retain the Ownership, he will be required to remit the financial obligations attendant thereto and Owner may contact the ********************************************** at ************** for assistance in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 01/09/2025

Complaint: 22624794

I am rejecting this response because:
The complaint hasn't been resolved. Holiday Inn didn't answer at all to my request and wants me to pay the maintenance fees, although I have sent the message on Dec 9th. This looks like a strategy to charge me maintenance fees + closure fees.

Sincerely,

******** *****
Business Response
Date: 01/15/2025
We have received the rebuttal complaint filed by ******************
Owner claims that the Company intentionally delayed on responding to his complaint in order to charge him maintenance assessments. This is untrue. Firstly, it should be noted that Owner first contacted the Company requesting cancelation of the Ownership in June 2021. At that time, the Horizons Programs eligibility requirements were (i) satisfaction of mortgage, and (ii) remittance of all invoiced financial obligations (i.e., maintenance assessments and club dues).There was no processing fee associated with the program until November 2021.Owner, however, elected to forego the option to surrender his Ownership through the Horizons Program in June 2021. Thereafter, Owner contacted the ******************* in January 2024. At that time, Owner was provided the then-current Horizons Program eligibility requirements (i) satisfaction of mortgage, (ii)remittance of all invoiced financial obligations, and (iii) remittance of the Horizons fee. Owner again elected to foregoing surrendering his Ownership through the program at that time. Thereafter, the Company received Owners third Horizons Program inquiry on December 9, 2024, and the Better Business Bureau (BBB) complaint on December 10, 2024. It should be noted that prior to our receipt of the third Horizons inquiry and the BBB complaint, Owner was billed for his 2025 maintenance assessments on October 16, 2024, with a due date of January 1, 2025. As stated previously, in order to be eligible to participate in the Companys Horizons Program, owners must satisfy their mortgage obligations, remit all invoiced financial obligations, and remit the Horizons fee. Because Owner was already invoiced his 2025 maintenance assessments, he is required to remit the same along with the Horizons fee prior to initiating his surrender of the Ownership through the Horizons Program.
Upon receipt of the rebuttal, we find that we previously responded to Owners concerns with specificity. In addition, upon review of Owners account, our records show that Owner elected to remit his outstanding maintenance assessments and the Horizons fee on January 10, 2025. Accordingly, Owner has begun his surrender of the Ownership through the Horizons Program, and our ******************* will continue to work with Owner to complete the surrender of his Ownership back to the Company. To the extent Owner has any questions or concerns related to the surrender of his Ownership, we encourage him to contact the Companys ******************* at the telephone number previously provided.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:11/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When it became apparent that my husband and I could no longer continue with our timeshare membership, Holiday Inn gave us the name of a rental company, which turned out to be a scam. It was called Timeshares Only. They took $700 from us but did no work to find someone to buy our rent our timeshare as they promised they would. As far as we can tell, Holiday Inn pointed us towards a fraudulent company. Holiday Inn should give us our $695 and close our membership.
Business Response
Date: 12/16/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************* appreciate the opportunity to respond to the concerns set forth therein. Our records show that Owner currently owns two (2) annual fixed-week timeshare interests at the Companys *********************************** located in ************,************* (the Ownerships).
Our records confirm that Owner contacted our ******************* requesting cancelation of the Ownerships in November 2022, September 2024, and October 2024. On each occasion, Owner was advised that she could (i) gift her Ownerships to friends or family, (ii) sell her Ownerships independently to a bona fide third party,subject to the Companys transfer requirements, or (iii) surrender her Ownerships back to the Company through the Companys Horizons Program, subject to the programs requirements thereunder. Please note that the Company allows owners who have satisfied their mortgage obligations, who have remitted all invoiced maintenance assessments and remit the Horizons fee, the ability to surrender their ownerships back to the Company, without refund, through the Companys Horizons Program. While Owner is eligible to participate in the Horizons Program, she has elected to forego such option on each occasion.
Moreover,when Owner requested resale options, our agent reminded her that the Company does not have a resale program, but that she could attempt to sell the Ownerships independently. Owner was advised that some owners have experienced success with resale through the third-party company, ********** Only. Owner was also advised that ********** Only is not affiliated with the Company and the Company makes no guarantees and/or assurances regarding the likelihood and/or success to be had via resale through ********** Only, or otherwise.
It appears from the complaint that Owner paid Timeshares Only a fee for $700 to list the Ownerships for sale and/or rental. The Company is not privy to the terms of Owners agreement with ********** Only, nor any fees that may have been collected in connection therewith. To the extent Owner paid Timeshares Only for services that it failed to provide, we suggest that she address those grievances with Timeshares Only directly.
Notwithstanding the foregoing, we restate that Owner may surrender the Ownerships via the Companys Horizons Program. If Owner would like to proceed in this regard, she should contact the Companys ******************* at ************** and an agent will be happy to assist in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:11/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We currently own two weeks a year at the ***********. One of those weeks being the ************* in the ****************. I booked several weeks in January and received five different confirmations in my email. One of the weeks is for November 30 to December 7. On November 12th we received an email saying our booking was for November 16th to the 23rd. My husband panicked and cancelled the reservation as that was not the time we had scheduled. We called back immediately when we realized that it was indeed their mess up and that the confirmation we had stated that our dates were November 30th to December 7. After speaking to employees in the reservation section of the business they are unwilling to rebook us for another week because they state we verbally agreed to those dates on the phone back in January. We forwarded every confirmation we received, yet they will not send us proof that we agreed to those dates. The company has also admitted to having system errors if booking to many reservations at once. We are now loosing our week, which we pay $1200 dollars a year in maintenance fees on top of what we originally bought into the timeshare for. When dealing with the employees they are extremely rude and argumentative and refuse to let you talk to supervisors.
Business Response
Date: 12/16/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with ********************** We appreciate the opportunity to respond to the concerns set forth therein.
Please be advised that the Company acquired the ********************************** from the Prior Developer on or around November 12, 2019.Our records show that on May 27, 2011, Owner purchased an annual Tower float week timeshare interest at the ********************************** located in *********, ****** (the Tower Ownership), from Resort *********************** (Prior Developer). On March 23, 2012, Owner elected to add to her ownership portfolio by purchasing an annual Cascade float week timeshare interest at the ********************************** (the Cascade Ownership) from the Prior Developer. Owner has not purchased any timeshare interests directly from the Company.
Benefits. Owner expresses concern regarding the use of her ownership(s). In order to address Owners concerns, please note that each of Owners ownerships vary slightly in how they can be used.
Under Owners Tower Ownership, Owner receives one (1) float week per annum that she can use to book a reservation in a lock off unit within the Tower building at the **********************************. Her reservation(s) must be booked within the Prime Seasons. Under Owners ******* Ownership, Owner receives one (1) float week per annum that she can use to book a reservation in a lock off unit within the **************** at the **********************************. The Cascade Ownership grants her the ability to secure reservations within the Cascade building in any season.
The seasons associated with the ********************************** for 2024 are as follows:
Prime Winter: December 8th to April 21st
Prime Summer: May 17th to September 15th
Swing Spring: April 26th to May 19th
Swing Fall: September 27th to December 8th
Furthermore, when Owner elects to book each respective float week, Owner has the option of booking a week stay under each ownership or she may split her weeks into 3-night and 4-night stays (i.e., two reservations under each ownership). If Owner elects to book her reservations as full weeks, she may book the reservations twenty-four (24) months in advance or less, prior to her desired check-in date. However, if Owner wishes to split her use weeks, she must call twenty-two (22) months in advance to secure her reservations. Please note that splitting a use week may be subject to an additional fee.
Owner also has the additional flexibility of booking Bonus Time reservations, which are last minute reservations in any un-booked inventory within the **********************************. Such reservations must be booked fifteen (15) days or less from check-in. Lastly, if Owner is unable to utilize her float week, she may elect to transfer her week for use through her exchange affiliate, ********************** (II), which allows Owner to secure reservations at more than ***** locations worldwide. Please note, however, that Bonus Time and II reservations are subject to additional fees. Because all reservations are subject to availability, owners are encouraged to book their reservations as early as their booking windows allow. In addition, it should be noted that if Owner elects to forego booking her float weeks or transferring the same towards an II reservation prior to the expiration of the use year, she will lose her use for that respective year. Additionally, please note that a ********************************** float owner may request cancellations or modifications up to nine (9) days prior to their check in date (subject to an additional fee). Any cancellation requests eight (8) days or less from check-in will result in forfeit of use (i.e., the loss of the week
Reservation.Owner claims on November 12, 2024, she received an email confirmation showing her reservation for incorrect dates for November 16th to November 23rd, which prompted her to contact the Company immediately. Owner further claims the Company is unwilling to re-book her reservation for another week. Our records show that on January 2, 2024, Owner spoke with a Club Counselor who assisted Owner in securing a total of four (4) reservations at the **********************************. After a member of the ************************* reviewed the telephone call, we confirm that Owner initially inquired about booking November 30th to December 7th of 2024 at the ********************************** using the Cascade Ownership; however, the Club Counselor advised her that such dates were unavailable. As such, the Club Counselor suggested alternative dates of November 16th to November 23rd of 2024. Contrary to Owners assertions, Owner agreed with such dates and advised the Club Counselor to proceed with securing the reservation. Owner requests to be provided with proof that she agreed to the November 16th to November 23rd dates. While it is the case that the Company recorded Owners interactions with our Club Counselors,please be advised that such recordings are made for quality assurance and training purposes and such recordings are proprietary to the Company. As such, we are not inclined, nor obligated, to provide Owner with copies of the same at this time.
Please note we find no record of Owner attempting to contact the Company on November 12, 2024. However, on November 15, 2024, our records show that Owners spouse spoke with a Club Counselor and requested to have the reservation for November 16th to November 23rd of 2024 canceled. At that time the Club Counselor notified Owners spouse of the Tahoe Ridge float week cancelation policy and advised that he would lose the 2024 week under the Cascade Ownership because he was requesting cancellation of the reservation on November 15th (i.e., one day prior to check in date of November 16th) Owners spouse elected to continue with the cancelation of the reservation and as a courtesy, the Club Counselor waived the cancelation fee.
Owner, however, claims that she received an email confirmation for her initial desired dates of November 30th to December 7th of 2024. Our records show on November 22, 2024, Owner spoke with a Club Counselor regarding the confirmation email she had *********** that time, Owner was advised that while the original agent was searching for inventory for November 30th to December 7th, our system inadvertently auto generated an email confirmation even though those dates were not secured. In an effort to rectify the inadvertent error, Owner was escalated to a **************** agent. While speaking to the **************** agent, Owner advised that she was dissatisfied with the Companys availability and the confusion that transpired with the confirmation email. In an attempt to satisfy Owner, the **************** agent proceed to check for availability for the November 30th to December 7th dates; however, such dates were still unavailable. It should be noted that during this call Owner advised that she and her spouse had no intentions of traveling during the November 30th to December 7th period as such dates no longer worked with their schedule. Owner then expressed that she was more concerned about the fact that she lost her 2024 usage under the Cascade Ownership. Please note that the **************** agent offered to make an exception to give back the usage forfeited for 2024 and explained to Owner that the week would expire by December 8, 2024. Owner expressed dissatisfaction with this offer as she was not going to be able to travel by December 8th.
After concluding our review of Owners account, we find that our Club Counselor provide a full recap of the dates,location and unit type secured for November 16th to November 23rd in which Owner agreed to. Additionally, we find that our agents attempted to provide solutions for Owners dissatisfaction. Notwithstanding the foregoing, we sincerely apologize to Owner to the extent she felt that any of our agents were discourteous during the telephone phone calls, as we certainly do not condone such behavior. In the interest of customer service, the Company is willing to make a one-time exception to reinstate Owners 2024 week under the Cascade Ownership for an additional (6) months with a new expiration date of June 30, 2025, subject to availability. Please note that Owner must book and travel by June 30, 2025. We recommend that Owner contact our **************** Department at ************** as soon as possible for assistance in booking her reservation.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Initial Complaint
Date:11/22/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The sales presentation I attended in ******* was misleading and manipulative. The salesperson showed photos, including some from his personal phone, which painted an overly glamorous and inaccurate picture of the timeshare experience. These images and claims were a key factor in my decision to purchase, but I later discovered that many of the promised amenities and experiences were either exaggerated or entirely false. This deception significantly undermined my trust in the company.After making the $5,000 deposit and attempting to book, I found that the availability of timeshare units was extremely limited. Despite assurances during the presentation that there would be plenty of options, I was unable to secure bookings for dates and locations that were reasonable or suitable for my family. This has made the timeshare practically unusable.When I realized that the timeshare would not meet my needs, I decided to cancel in early September. I contacted the trust company and loan officer multiple times to request cancellation, but I was informed that the rescission period had already ended. At no point during the sales process was I made fully aware of the specific timeframe or procedures for rescinding the contract. The lack of clear and transparent communication about my cancellation rights added to my frustration and disappointment.Given the circumstances, I am seeking a full cancellation of the contract and a refund of my $5,000 deposit. I believe this is a fair resolution considering the misleading nature of the sales presentation, the unavailability of units, and the lack of clear communication about the rescission process.
Business Response
Date: 12/20/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Ms. ***** and Mr. ** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Owners entered into their transaction with the Company on August 25, 2024, at which time they purchased an annual Standard beneficial timeshare interest in the Orange *************** (the Ownership) entitling them to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Club points may be used to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, and (iv)discounts on airfare, car rentals, cruises, and more, through the ********************** program.
Timeshare Presentation. Owners claim that they felt misled and manipulated into purchasing the Ownership. Please be advised that the Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not mislead, or otherwise force prospective purchasers into purchasing ********* interests from the Company,nor do they prevent prospective purchasers from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases. Ultimately, Owners affirmatively advised our sales consultant that they wanted to consummate their purchase. In connection therewith, Owners were asked to execute a Sales Pre-Confirmation Checklist and to identify their primary reasons for purchasing the Ownership. Owners listed presentation was amazing,fantastic job, and hopefully family can spend more time together as their reasons for purchase. As such, we reject Owners assertion that they were misled or manipulated into purchasing a timeshare interest that they did not want as their reasons for purchasing reflect otherwise.
Amenities.Owners express dissatisfaction with the Companys amenities, claiming that the same were exaggerated. Please note, at the time of purchase, Owners toured the sales center and were shown a wall map that identifies the location of the Companys thirty (30) resort locations. Those locations are fully set forth in the Member Guide Owners received at the time of purchase. The Member Guide also sets forth a list of amenities that are available at each resort location. To the extent Owners wish to explore additional locations that may better suit their needs, they are welcome to explore additional offerings available through *** or IHGs networks. Upon review of our records, Owners have not used their Ownership.
Availability. Owners express dissatisfaction with an alleged lack of availability at the Companys resort locations. Please note that it was fully disclosed to Owners at the time of purchase that all reservations are subject to availability on a first-come, first-served basis.The Company encourages owners to secure reservations as early as their booking window allows to maximize their ability to secure their desired reservations.The Owner Clarification Form executed by Owners at the time of their purchase of the Ownership clearly states that Holiday ******** vacation exchanges are subject to availabilityYou acknowledge that you may not receive your first vacation choice and that alternative choices may be required to confirm an exchange through the Holiday ********. If Owners require assistance securing reservations, we encourage them to contact a Vacation Counselor at **************, who will be happy to assist them in that regard.
Rescission.Owners claim that the rescission period was not disclosed at the time of sale.This is inaccurate. Please note that Owners were provided the contract documents in writing at the time of sale. Both the Purchase Agreement and the *************** Disclosure Statement executed by Owners attendant to the Ownership disclosed that they had a ten (10) day rescission period to request cancelation of their contract. Furthermore, Owners received full disclosure that the Ownership may be canceled via written notice, sent to the Company within the designated rescission period. The Company abides by the rescission period established by applicable laws and Owners were afforded the opportunity to review and rescind their purchase within the statutory rescission period thereto, which they did not do. Had Owners requested contract cancelation in writing within their respective rescission period, the Company would have immediately canceled their purchase.
Cancelation.Owners request cancelation of the Ownership, and a refund of monies paid. We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company. As such, Owners are not entitled to, or otherwise eligible for, contract cancelation or a refund of monies paid. We therefore respectfully decline Owners request for the same.
Ownersaccount is delinquent. To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling **************, to ascertain what options may be available to assist them with bringing their account current. Extended delinquencies may ultimately lead to foreclosure.
Initial Complaint
Date:11/18/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against Holiday Inn Club Vacations regarding our timeshare ownership. We originally purchased this timeshare through ***, not directly from Holiday Inn Club Vacations, and this has been the root of our ongoing dissatisfaction.The primary issue lies in the lack of variety in locations and availability for timeshare usage. Despite owning this timeshare for over 10 years, we have only been able to use it a few times due to the limited availability of suitable options. Additionally, the accommodations provided have been consistently subpar.During the sales presentation, we were not informed about a rescission period, leaving us unaware of our right to reconsider the purchase. This lack of transparency has compounded our frustration. Furthermore, the annual maintenance fees, which exceed $1,000, combined with the significant initial cost of the timeshare, are unjustifiable for a product that we are unable to fully utilize.We have made attempts to address these concerns with Holiday Inn Club Vacations but have not received a satisfactory resolution. The limited usage opportunities, high costs, and lack of transparency in the sales process are unfair and unacceptable.We are requesting mediation to resolve this matter and ask for the cancellation of our timeshare contract with Holiday Inn Club Vacations. Our primary goal is to be released from the ongoing financial obligations associated with the timeshare and to receive written confirmation of the cancellation.Thank you for your time and attention. We hope for an amicable resolution to this matter.
Customer Answer
Date: 12/12/2024
To whom it may concern:
I have attached the authorization form. I apologize for the delay.
Thank you!
Customer Answer
Date: 12/19/2024
Hi,
Any update on my case?
Business Response
Date: 01/07/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed by ******************* We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner owns one (1)timeshare interest at the ********************************** located in ***********, ********* (the Ownership). As Owner notes in the complaint, he did not purchase the Ownership from the Company, but rather from a previous developer in April 2001.Please be advised that in 2006 (the Acquisition Date), the Company became the successor developer of the ********************************** property. The Company did not,however, assume liabilities of the prior developer arising prior to the Acquisition Date in connection therewith; therefore, any issues that Owner may have regarding representations made to him at the time of sale should be directed to the prior developer.
The Company cannot comment regarding Owners assertions with respect to statements allegedly made over twenty (20) years ago by the prior developers sales consultants. We can advise, however, that although the mortgage obligations under the Ownership have been satisfied, when Owner took title to the Ownership, he did so subject to the declaration, covenants,and restrictions of record, which require Owner to pay the annual maintenance assessments and property taxes associated with the Ownership. Furthermore, please be advised that the governing documents applicable to the Ownership disclose that the maintenance assessment and property tax obligations are ongoing as well as the fact that they are subject to increase. The associations strive to keep maintenance assessments as low as possible; however, there are factors that are outside of the associations control, including but not limited to increases in insurance premiums, the cost of materials used to maintain the property, and increases in real estate taxes that impact these assessments. We will continue to work with the associations to keep maintenance assessments as low as possible while still maintaining and improving the facilities for all our owners.
Following the Acquisition Date, Owners Ownership enrolled into the Companys points-based exchange program, the Holiday **************** Now that the Ownership is in the Club, Owner receives ******* Club points every year, which points may be utilized to secure reservations at any of the Companys thirty (30) resort locations during any season, in any available unit, inclusive of our luxurious Signature Collection units, for any length of stay, provided that he has the requisite number of Club points in his ownership portfolio for the desired reservations, and further provided that his account is current. Club points may also be utilized to secure reservations at thousands of hotels and resorts worldwide through the Companys affiliations with *** and ***. In addition, Owner may utilize his Club points through our ************* program to secure discounts on airfare,car rentals, cruises, and more.
When Owner joined the Club, he was provided access to the Companys Member Guide, wherein clear disclosure is provided that all reservations are subject to availability on a first-come, first served basis. As such, it is recommended that all owners book their reservations as far in advance as their booking window allows in order to maximize their options for securing reservations. Since the Acquisition Date, we find that Owner has utilized his Club points to secure seven (7) reservations in the Companys resort locations. Our records also reflect that Owner booked the majority of the reservations less than two (2) months prior to the arrival date. In addition, Owner transferred ******* Club points to *** and ****** Club points towards a car rental. It should be noted that since the last completion of Owners last reservation in July 2024, Owner has not contacted a Club Counselor for assistance booking reservations, nor has he accessed the owners portal to conduct his own searches for reservation availability. If Owner requires assistance securing reservations, we encourage him to contact a Club Counselor at **************, who will be happy to assist him in that regard. Please note, however, that Owner will be unable to secure reservations under his account until he brings his account current.
Owner also expresses dissatisfaction with the accommodations he received. Our records confirm that the co-owner of the Ownership, ***** *****, previously vacationed at the Companys Seaside Resort located in *********, ***** in 2023, at which time she expressed concerns regarding the accommodations received. We sincerely apologize to the extent that the Company failed to meet Ms. ****** expectations in this regard. Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests. If ever there is an area that is not to the quality standard we strive to provide, once brought to our attention, we endeavor to correct the areas that need improvement right away. We recognize that this was not Ms. ****** experience, which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis.Notwithstanding the foregoing, our records reflect that when Ms. ***** raised a concern about the accommodations received, the Company upgraded her lock-off unit to a luxurious Signature Collection two-bedroom unit at no additional cost for the duration of her stay. We are unable to locate any additional instances wherein Owner or Ms. ***** expressed concerns regarding accommodations they received during their reservations.
Owner requests account cancelation and states that his previous requests for cancelation have not been met with a satisfactory resolution. Firstly, because Owner did not acquire the Ownership from the Company, we did not find any evidence that would substantiate Owners claims of misrepresentation on the part of the Company. As such, we deny Owners claims stated in the complaint that the Company omitted information to him in connection with the purchase of the Ownership. Secondly, our records show that Owner previously contacted the **************************** via web inquiry in June and September 2024. On each occasion, our agents attempted to contact Owner via telephone call but were unsuccessful in reaching Owner.Thereafter, our agents emailed exit options to the email address on file for Owner in the ***************** It should be noted that the email address within the **************** does not match the email address Owner provided within his complaint. We recommend that Owner contact the Company to update his contact information accordingly in order to ensure that he receives the ************************
Notwithstanding the foregoing, in recognition that circumstances change for owners over time, the Company does offer owners the option of surrendering their timeshare interests back to the Company,without refund, through the Companys Horizons Program. In order to be eligible for participation in the Horizons Program, owners must have first satisfied their mortgage obligations and must be current on all other financial obligations attendant to the timeshare interest. While Owner has satisfied the mortgage obligations under the Ownership, he has outstanding invoices owed for his maintenance assessments and Club membership dues. Once Owner remits his outstanding maintenance assessments, Club membership dues, and the Horizons fee, he may surrender the Ownership through the Companys Horizons Program. If Owner is interested in exploring his options through the Horizons Program, we encourage him to call a representative in the ******************** at ************* to request to surrender the Ownership.
To the extent that Owner prefers to retain the Ownership, he will be required to remit the financial obligations attendant thereto and Owner may contact the ********************************************** at ************** for assistance in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal, **************
Initial Complaint
Date:11/18/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am reaching out to request assistance in resolving a difficult issue with Holiday Inn Club Vacations regarding the cancellation and surrender of my timeshare deed. Despite my efforts to communicate my challenges, I have been unable to secure a reasonable solution. Given my circumstances, I am hopeful the BBB can assist in mediating this ********* membership with Holiday Inn Club Vacations, under Membership ID: *********, has become unsustainable due to significant personal hardships. In recent months, my health has declined, with high blood pressure and ongoing intestinal issues that require multiple medications and frequent testing. This has placed a substantial financial strain on me, making it impossible to maintain the timeshare obligations.Additionally, my familys needs have increased, as one of my sons recently got married and another has just started college. These milestones have placed further financial demands on me, leaving me with limited resources to meet the rising costs associated with the timeshare. Monthly service fees have escalated to $128.83 from the previous $70-80 range, further compounding the financial strain.Despite my limited use of the timeshare, I continue to incur resort fees and escalating charges, which are now unaffordable given my medical and family expenses. I have provided my medical documentation to Holiday Inn Club Vacations to support my request but have not received a satisfactory resolution. I am respectfully requesting the BBBs assistance in getting the attention of Holiday Inn to review my account for a deed surrender and the cancellation of my contract with Holiday Inn Club Vacations. This contract has become an undue financial burden, and I can no longer maintain the timeshares requirements or derive any meaningful value from it.Thank you very much for your time and attention to this matter. I would greatly appreciate any support the BBB can provide in resolving this issue.Sincerely, ***** ******
Business Response
Date: 12/20/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************* appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner currently owns an annual fixed-week timeshare interest at the *********************************** located in ************, ************* (the Ownership) purchased from Silverleaf Resorts, LLC (Silverleaf) on January 2, 2015. As your office is aware, ********** was acquired by an affiliate of the Company in May 2015. Owner has not made any purchases directly from the Company.
Owner requests account cancelation on the basis of affordability. Please be advised that the Company allows owners who have satisfied their mortgage obligations and who have remitted all invoiced financial obligations (i.e., maintenance assessments), the ability to surrender their ownerships back to the Company, without refund, through the ***************************** While Owner has satisfied the mortgage obligations under the Ownership, he has outstanding obligations owed for his maintenance assessments.Once Owner remits his outstanding maintenance assessments and the Horizons fee,he may surrender the Ownership through the Companys Horizons Program. If Owner would like to proceed in this regard, he should contact the **************************** at ************** to request to surrender the Ownership.
To the extent that Owner prefers to retain the Ownership, he will be required to remit the financial obligations attendant thereto and Owner may contact the ********************************************** at ************** for assistance in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:11/16/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/13/24 I received an unsolicited call from a ***resentative of Holiday Inn Club Vacations offering me to take a survey for exchange for a 4-night stay at any of their properties for free. As a member of their rewards program the ***resentative already had my contact information. During the call the *** said they required my credit card number and a refundable fee of $249. The *** ***eatedly stated the fee was refundable and I could cancel at any time. Within 45 minutes of concluding the call I followed their process to cancel the opportunity to stay at their properties. I received a ***ly to my request to cancel and refund the $250 charge that stated it was denied. The call was recorded.
Customer Answer
Date: 11/25/2024
Please confirm the specific reason the BBB is not able to process the request. Several of the items on the list of potential causes for the BBB not processing the complaint are obviously not applicable.
Thank you in advance for your support in resolving this matter.
Business Response
Date: 12/18/2024
BBB Case # ********
***** *********
Greetings,
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated (the "Company"). As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
The Company has contacted Ms. ********* regarding her concerns, and we are happy to report that we have reached a mutually agreeable resolution of the Complaint with her.
Sincerely,
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 12/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *********
Initial Complaint
Date:11/09/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have requested a copy of all contracts and paperwork relating to my membership and they have refused to provide me with any of the paperwork! I have contacted them twice now, they said 7 to 10 days and it has been almost over a month now! Please assist me in getting this required paperwork for my estate planning.
Customer Answer
Date: 12/02/2024
I could not find the dates of the original contracts but I have attached the documents originally requested.
Please assist me in getting copies of these documents from Holiday Inn Vacation Resorts, originally Silverleaf when I signed up!
Customer Answer
Date: 12/04/2024
Good Afternoon,
Just checking in to see if you recieved my fax and notice of the additional information requested.
Business Response
Date: 12/16/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Ms. ******* We appreciate the opportunity to respond to the concerns set forth therein.
********* claims that she previously contacted the Company requesting copies of her purchase documents. Upon review of our records, we find that Ms. ****** previously purchased an annual fixed-week timeshare interest at the Hill Country Resort located in ***********, ***** (the Ownership) from Silverleaf Resorts, LLC (Silverleaf) in November 2010. As your office is aware,********** was acquired by an affiliate of the Company in May 2015. Later, please note upon further review of Ms. ******* account status, we find that due to ********** default in payment, the Ownership was foreclosed on in 2021, following due notice and opportunity to cure the delinquency. As such, Ms. ******* account was subsequently canceled within the ***************** and she no longer has any active accounts with the Company at this time. Irrespective of the same, we can confirm that Ms. ****** contacted that Company in October 2024 requesting a copy of her purchase documentation and statements attendant to the Ownership.
Please note that satisfying our customers needs and providing effective and timely assistance in connection with account inquiries is important to our Company and we apologize to the extent that Ms. ****** has experienced any frustration in this regard. Please note that the ************************* has mailed ********* copies of (i) her purchase documentation, (ii) notice of foreclosure sale, and (iii) recorded foreclosure deed, to the address listed on the complaint. Ms. ****** should receive the same within seven (7) business days.Please note, however, that we are unable to mail Ms. ****** a copy of the statements associated with the Ownership as the Company only retains account statements for two (2) years. As the account was closed more than two (2) years ago, the statements associated with the Ownership are no longer available.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:11/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Shortly after Holiday ***************** took over The *********** in ** we started negotiating with ******** (a subsidiary of Holiday *****************) to have them take back the two weeks that our family trust had. We were to get back the unused maintenance fees that we had paid monthly. But after over a year they took back one week but didn't give back the maintenance fees and they never got around to taking back the second week. They still keep billing us and we even got a lawyer involved (he was the one who got them to take back the first week) he thought that both weeks were taken back. Holiday ***************** still keeps billing us for the second week. The lawyer told us that he had never dealt with such an incompetent outfit! They kept claiming that they lost paperwork and that we had to pay for more certified signed copies of paperwork. Now I hear that they may want us to redo the paperwork all over again. It has been years and it is the same paperwork that was used to close on the first week that they took back and the same family trust as the first week!! How do we get this incompetent outfit to close the deal and give us back our maintenance fees?
Customer Answer
Date: 11/11/2024
I hope that the letter is attached
Customer Answer
Date: 11/26/2024
I have contacted Horizon and after clarification of Trust and the office advised me to wait until it is reviewed by them.(they were contacting as opposed to the trusties . They also had the wrong address.

Business Response
Date: 12/13/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed by Mr. ****** ******* We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Mr. ****** ****** owned two (2) annual timeshare interests at the ********************************** located in *********, ****** with prior developer Resort *********************** (Prior Developer). Please be advised that the Company acquired the ********************************** from the Prior Developer on or around November 12, 2019. Mr. ****** ****** has not purchased any timeshare interests directly from the Company.
Mr. ****** presents concerns regarding the cancelation of the timeshare interests. Please note that in 2021,the Company received a letter of representation from an attorney representing Mr. ******* At that time, Mr. ******** legal counsel requested the Company's assistance with the cancelation of the two (2) timeshare interests. Our records confirm that one (1) timeshare interest (contract # *******) was canceled via a Warranty Deed on August 12, 2022; however, the other timeshare interest (contract # *******) remained active with the Company (the "Active Timeshare Interest"). Please note that Company strives to provide our owners and customers with meaningful customer service so that their concerns are addressed in a timely and professional manner. We apologize to the extent that this was not Mr. ******** experience.
Notwithstanding the foregoing,upon review of the Active Timeshare Interest, we find that in December 1998,***** & ***** ****** deeded 3/4th of the Active Timeshare Interest to ****** U. ****** & ***** U. ******, Trustees of the ****** *. and ***** Umphred ****** Family Revocable Trust and 1/4th of the Active Timeshare Interest to *** U. ******* Thereafter, in July 2000, we find that ****** &***** ****** executed a Quit Claim Deed which transferred their 3/4th portion of the Active Timeshare Interest to ******** U. ******* Based on the foregoing,Mr. ****** ****** does not own any portion of the Active Timeshare Interest. As of the date hereof, our title search reflects that ******** U. ****** owns 3/4th of the Active Timeshare Interest and *** U. ****** owns 1/4th of the Active Timeshare Interest. As such, ******** & *** ****** will be required to execute documentation to surrender the Active Timeshare Interest with the Company.
On December 12, 2024, we reached out to Mr. ****** ******** legal counsel to discuss the resolution of the account; however, we were unsuccessful in our attempt to speak with him. We ask that Mr. ****** ****** have his legal counsel contact the **************** directly at ********************************************* to schedule a time to discuss the items required for the cancelation of the Active Timeshare Interest so that we may resolve the account at no additional costs.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 12/13/2024

Complaint: 22532183

I am rejecting this response because: We have no record of nor reason why such a quit claim deed would have been issued! Also they have not contacted us as requested - they tried to contact an attorney that is no longer at the law firm after we requested that they deal with: ****** U. ****** at ****************************************************************************************************; telephone number ************

Sincerely,

****** ******
Business Response
Date: 12/27/2024
Greetings,
Please refer to the attached letter.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 01/04/2025

Complaint: 22532183

I am rejecting this response because:
I appreciate the response and do not challenge it but it does not give me a way to deal this this issue. My son's want me to get this responsibility off of their shoulders and give back the unit at no cost to them. I need to know how to proceed and this does not help with that. The Law Firm did try to correspond with them on the changing of address and contact but got their email sent back (see below). I have been informed by the law firm that in neither California nor Nevada law forces the law firm to state that they are not representing me and that the change of address and contact is within my rights. I also informed my sons that we need find out how to proceed. When one of them tried to do this their email was returned (see below). We just need to know what to do to get out of this obligation and we will do it.
Sincerely,

****** ******
****** ****** <***************************************>

FW: Please update address

*** ****** <**********************************> Thu, Dec 19, 2024 at 2:09 PM
To: ****** ****** <***************************************>
Dad this kicked back to me.

--------------------------------------------------------
*** U ******, ****, Esq. President
THE ****** LAW FIRM, PC
Licensed Attorney in ********** and ******
Certified Specialist in Tax Law |
Certified Specialist in Estate
Planning, Trust and Probate Law
Both By The State Bar of **********
Board of Legal Specialization

*****************************************************************************************
*************************************************************************************************; 95661
***************************************************************************************; 94105
******************************************************************************
Please direct mail, service, and payments to the Sacramento Office. Meetings by appointment only.
Office: ************/************/************ | Fax: ************
Email: ****************************: *********************

Confidential: The contents of this message may contain information from The ****** Law Firm which is privileged, confidential or otherwise protected from disclosure under applicable law. The information is intended to be for the addressee only. If you are not the addressee, or if you have received this message in error, any disclosure, copying, distribution or use of the contents of this message is strictly prohibited. If you have received this message in error, please contact The ****** Law Firm immediately by reply email or by calling us at ************** and please destroy the original message and all attachments without retaining any copies. Thank you. The ****** Law Firm.

From: ********* Outlook <****************************************************************************>
Sent: Thursday, December 19, 2024 1:44 PM
To: *** ******
Subject: Undeliverable: Please update address

Delivery has failed to these recipients or groups:
****************************************** (******************************************)
Your message couldn't be delivered. Despite repeated attempts to deliver your message, querying the Domain Name System (DNS) for the recipient's domain location information failed.
For more information and tips to fix this issue see this article: **********************************************.

Diagnostic information for administrators:
Generating server: ***************************************
Receiving server: ***************************************
******************************************
12/19/2024 9:44:20 PM - Server at *************************************** returned '550 5.4.312 Message expired, DNS query failed(ErrorRetry)'
12/19/2024 9:33:55 PM - Server at *************** (*******) returned '450 4.4.312 DNS query failed [Message=ErrorRetry] [LastAttemptedServerName=***************] [*************************************************** 2024-12-19T21:34:55.483Z 08DD1F4C9FBEA94E](ErrorRetry)'
Original message headers:
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<***************************************>Subject: Please update addressThread-Topic: Please update addressThread-Index: AdtRlQXqNpKtMi6gRD+TrYnYhDf3MA==Date: Wed, 18 Dec 2024 21:39:04 +0000Message-ID: <***********************************************************************************************************************************************************>Accept-Language: en-USContent-Language: en-USX-*******Attach:X-********Correlator:authentication-results: dkim=none (message not signed) header.d=none;dmarc=none action=none header.from=*************;x-ms-publictraffictype: Emailx-******************************************************************* PH8PR20MB6365:EE_|PH7PR20MB4436:EE_|DS0PR20MB6391:EE_|PH7PR20MB4285:EE_x-ms-office365-filtering-correlation-id: ****************************************-exchange-senderadcheck: 1x-ms-exchange-antispam-relay: 0x-microsoft-antispam: BCL:0;ARA:13230040|1800799024|376014|366016|**********|38070700018;x-microsoft-antispam-message-info: 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Per ****** Burtons request, please update the address for contacting him. Please send all communications to ******************************************************************************************.

He was told that he could not have this fixed or updated unless I send an email stating that we are not representing him in this matter. That is concerning as you do not need an attorney to confirm lack of representation in either ****** nor ********** (I am licensed in both ******). Please do not make a greater issues of this and update that address immediately.

Sincerely,

*** ******

*** ******
Dec 18, 2024, 1:39?PM

to **************************** me

Business Response
Date: 01/17/2025
We have received the rebuttal complaint filed by Mr. ****** ******.
We have reviewed the email attached to the second rebuttal complaint filed by ********** which shows the email address *** U. ****** attempted to email ****************************************** Please note that the correct email address for the ************************************** is [email protected], per our previous responses, Mr. ****** ****** was instructed to have *** U. ******, or the law firm email the ************************* directly at [email protected] the foregoing, the account associated with the Active Timeshare Interest has been updated to remove legal representation. Based on the foregoing, the ************************* will be emailing Mr. ****** ****** directly to schedule a time to speak and obtain the necessary information needed to complete the cancellation of the Active Timeshare Interest.

Sincerely,

HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 01/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:11/02/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Review of Orange Lake Resort - Timeshare Experience Date of Stay: October *****, 2024 On October 18, 2024, my sister and I arrived at Orange Lake Resort in Orlando, *******, for a two-night stay. During check-in, we were taken to the VIP area, where a specialist offered us $200 in hotel vouchers in exchange for attending a sales presentation the following morning. I was told that my card would be used to secure the $200 as a temporary hold, which would be refunded once we attended the meeting.On October 19, 2024, we arrived promptly for our 8:00 AM presentation with the assigned sales representative, ******. Right away, I explained that I was not in a position to buy anything and shared my reasons. Despite this, the presentation stretched on for an hour and a halflonger than the one-hour duration we were initially told. After making it clear we would not be buying, we asked to leave. ****** appeared visibly upset but continued to press us, which made us uncomfortable.Its now November 2, 2024, and despite several follow-up calls, I still have not received the $200 back. This amount, which was supposed to be a hold, should never have been charged to begin with. The situation has been frustrating and has left me questioning Orange Lake Resorts commitment to transparent and ethical practices.I urge Orange Lake Resorts to improve their communication, training, and follow-up processes to create a more respectful and customer-friendly experience.
Business Response
Date: 11/25/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************** appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner vacationed at the Companys Orange Lake Resort located in *********, ******* from October *******, to October 20, 2024. While vacationing, Owner was invited to attend a Company-sponsored timeshare sales presentation and was offered $200 cash in exchange for her attendance. Our records confirm that Owner attended the presentation on October 19, 2024, and erroneously did not receive her cash incentive as promised.
Owner expresses concern regarding the presentation and proffered incentive. Please be advised that after the Companys receipt of the Better Business Bureau complaint, a representative from our ******************** contacted Owner on November 8, 2024, to discuss her concerns and advised Owner that the $200 incentive would be processed accordingly. Our records show that a check in the amount of $200 was mailed to Owner on 11/13/2024.We thank Owner for bringing this to our attention, and we again sincerely apologize for Owners experience. We hope to provide Owner with a more positive experience in the future.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services

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