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

569 total complaints in the last 3 years.
177 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:07/02/2025
Type:Order 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.
Signed paperwork for 'timeshare' cancelled within the correct amount of time - company continued charging me and has not given me refund.
Business Response
Date: 07/21/2025
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.
We can confirm that on March ******, Ms. ********* purchased an annual timeshare interest at the ******************************************* located in ******, ****** (the Ownership). Shortly thereafter, she elected to rescind her purchase within the allowable statutory rescission period timeframe. The Ownership has been canceled.
The Company fully intends to issue a full refund to Ms. ********* for all amounts paid to date for the Ownership.However, Ms. ********* has filed a chargeback dispute through her financial institution, which dispute is still pending. While this dispute is under review, we are unable to issue a separate refund, as this could result in duplicative reimbursement.
Once the chargeback process is concluded, we remain fully committed to ensuring Ms. ********* receives the appropriate resolution. If the result of the chargeback is not resolved in Ms. ********** favor, the Company will promptly issue a full refund.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal, **************
Customer Answer
Date: 07/21/2025

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:06/27/2025
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 filing this complaint against Orange Lake Resort-Holiday Inn Club Vacations regarding our timeshare purchase experience. My wife and I attended a presentation in 2019 during a family vacation, solely to receive promotional tickets and learn more about timeshares we had no intention to buy. However, we were misled, pressured, and rushed into signing a contract we did not fully understand.We were told we could cancel at any time, that our $100 down payment was the only cost to try the membership, and that ****** points would allow for 3 full vacations annually. We later discovered that none of this was true. The down payment turned into over $1,000, and our monthly costs were much higher than promised. Weve spent nearly $10,000 on something weve barely used and when we did use it (2023), we had to combine points from 3 years just for one stay.We were also misled about point values, the ability to rent/sell unused points, and the flexibility of using our membership. Sales **** made false promises (example, ****** points = 1 week) and presented scenarios that were completely inaccurate. We were told wed have access to partner resorts and perks, but in reality, point conversion rates made that nearly impossible.Despite multiple calls and written requests to cancel shortly after purchase, we were told we missed the deadline by days. We feel trapped and taken advantage of. The entire process was rushed, confusing, and misleading. We respectfully request immediate cancellation of this contract and removal of all financial obligations.
Customer Answer
Date: 07/08/2025
Hello,
The last communication I had with the Holiday Inn was in October, to be exact it was October 29, 2024. A representative that I spoke with asked me if I was working with a "third party" where I informed them that I was not. They then gave me an email ************************************************************************ to send a message to saying that I am not working with any Exit companies. I called in to ask them for any ways to cancel. They said they would submit my account for review once that email was received but nothing came of it. they are not responsive at all. They told me when I signed up that I would be able to cancel at any time and this has shown to be a complete and utter lie.
Business Response
Date: 07/21/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and Mrs. ***** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that while Owners were vacationing at Holiday Inn Resort Orlando Suites Waterpark by ***, they were invited to attend the Companys timeshare presentation at the Companys Orange Lake Resort in *********, *******. The terms of the promotion provided that if they attended the Companys timeshare presentation during the course of their vacation, they would receive (i) six (6) tickets for a Pirate Dinner Show, and (ii) a Picaboo Photobook. Owners accepted the terms of the promotion and attended the Companys timeshare sales presentation on April 23, 2019. At the conclusion of the same, Owners purchased an annual standard beneficial timeshare interest in the Orange *************** (the Ownership). The Ownership entitles Owners to ****** points per year in the Companys points-based exchange program, the Holiday ****************
Timeshare Presentation. Owners claim that they were misled and pressured to purchase the Ownership. We dispute Owners characterization of the Companys sales presentations 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, 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 a purchase. The Companys sales consultants receive extensive training regarding the terms and conditions applicable to the Companys product, which terms and conditions are duly memorialized in the documentation executed at the time of purchase. As such, we dispute Owners assertion that the Ownership is anything other than what was presented to them at the time of purchase.
Owners claim that they were advised that the number of Club points they were purchasing would provide them with three (3) vacations annually. Please note that at the time of purchase, the sales consultant first suggested that Owners purchase inventory entitling them to ******* Club points. When Owners objected to the purchase on the basis of price, the sales consultant presented Owners with alternative purchase options while explaining that the reduction in price entailed a corresponding reduction in the number of Club points allotted thereto. In addition, owners are provided with significant discretion regarding how they choose to utilize their ownerships. They may use them to book reservations in any available unit at any of the Companys thirty (30) resort locations and/or at thousands of hotels and resorts worldwide through the Companys affiliations with *** and ***. The number of Club points required to secure reservations will be dependent on the resort, season, unit type, unit size,length of stay and day of the week. Depending on how Owners choose to utilize their Club points, they can expend ****** Club points on one (1) night or an entire week of vacation.
In recognition of the same, as part of the sales presentation, the sales consultant showed Owners real-time examples of vacations that can be secured with the Companys program through the Club and its exchange affiliates. When Owners declined the initial offers presented to them and were presented with an ownership entitling them to just ****** Club points per annum, the sales consultant, with the assistance of a manager, advised Owners that in order to maximize the use of the Ownership, they should travel during the off peak season, avoid weekend travel, and stay in smaller units. In connection therewith, Owners were shown and provided a copy of the Member Guide at the time of purchase. The Member Guide clearly discloses the exact number of Club points required to secure reservations at each of the Companys resort locations, broken down by resort, season, unit type, unit size and day of the week. ****** Club points are deposited in Owners account on January 1 of each year. Club points do not expire until December 31 of the following year; thereby providing Owners a two (2) year timeframe in which to utilize the same. Therefore, it is the case that Owners may roll over their Club points to the following year to accrue Club points for an extended vacation. Additionally, to the extent an owner wishes to borrow points from a future year, they may do so subject to a fee. Each of these options provides Owners with the flexibility to book a reservation that requires the expenditure of more Club points. Moreover, it was also suggested that Owners take advantage of the deeply discounted last minute vacation deals offered through the Companys ******* Program, **** 0-20,000 point exchanges and **** Last Call, which examples of the same were demonstrated to Owners. Owners were also provided with clear disclosure of the terms and conditions associated with *** and IHG (i.e., points ratio and fees)at the time of sale. Ultimately, at the conclusion of the timeshare presentation, Owners freely advised the sales consultant that they wanted to purchase the Ownership.
If Owners had a change of heart after leaving the sales center, they were welcome to rescind their purchase within the statutory rescission period. Owners were provided with full disclosure of their rescission rights and how to exercise the same at the time of purchase, which rights are memorialized in the contract documentation they executed, copies of which were provided to them before they left the sales center. Owners did not, however, exercise their rescission rights and have only used their Ownership for one (1) reservation.Notwithstanding the foregoing, if Owners require assistance with how to use their Ownership, we encourage them to contact a Vacation Counselor at **************,who will be happy to assist in that regard.
Contract Execution. Owners allege that they were rushed through contract execution. After Owners advised the sales consultant that they wanted to purchase the Ownership, contract documents were prepared and Owners met with a ***************** Officer (***) who explained the contract documents to Owners and assisted Owners with proper execution of the same. The *** afforded Owners as much time as they required to review the purchase documents and to ask any additional questions regarding the terms and conditions of their purchase. If Owners advised the *** that they did not understand the terms of their purchase, the *** would have halted the sale to address any concerns at issue. Our records reflect that before leaving the sales center, Owners advised the *** that they (i)understood the terms of their purchase, and (ii) felt that they were making an informed buying decision. In addition, before Owners left the sales center,they were given copies of the Member Guide and the executed contract documentation for further review and reference, which documentation includes clear and conspicuous disclosure of their rescission rights and how to timely exercise the same. By Owners own admission, they did not timely exercise their rescission rights.
Down Payment. Owners claim that their down payment was supposed to be $100. We dispute this claim. Please be advised that prior to contract documents being generated, Owners were presented with a one-page ******** Proposal, which set forth the main financial terms of the Ownership,which included, without limitation, the purchase price, down payment, amount financed, monthly payment, maintenance assessments, term of loan and interest rate. In connection with Owners purchase of the Ownership, Owners agreed to a down payment of $1,153.00. However, at the time of sale, they advised that they did not want to pay the down payment in full, but rather, preferred to remit $100 at the time of purchase and the remainder in five (5) monthly installments of $210.60. It was only after Owners signed the ******** Proposal confirming their understanding of these terms that the contract documents were prepared for their review and execution. All financial obligations were fully disclosed in the ******** Agreement, Promissory Note, Mortgage, Owner Clarification Form,and Closing Disclosures that Owners executed at the time of sale. In addition,the Sales Pre-Confirmation Checklist and Member Guide provided to Owners at the time of purchase fully sets forth the exchange fees, reservation fees, Club membership fees, and all other fees attributable to the use of their Ownership and the fact that such fees are subject to change. If Owners did not agree to the financial obligations or any of the terms associated with the Ownership, they were welcome to decline to execute the contract documents or to rescind their purchase within the statutory rescission period.
Financial Assurances. Owners claim that they were advised that the Ownership constituted an investment that would increase in value and serve as a source of income through rental or resale. We dispute these claims. Please be advised that the Company does not sell its product as financial investments with increasing values or as income generators. It was fully disclosed to Owners at the time of purchase that timeshares are use-based products, the value of which is realized through the use of the same, and that they should not be purchased for financial investment purposes. Owners acknowledged their understanding of the same when they executed the ******** Agreement, which clearly states ********r warrants and represents to Seller that the purchase of the Interest is made for ********rs personal use. Seller makes no representations to ********r concerning rentals, rental income, income tax considerations, or investment potential.The Owner Clarification Form executed by Owners at the time of purchase provides similar disclosure and clearly states This Timeshare Interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest. Please be advised that Owners are not prohibited from selling the Ownership to a bona fide third-party in accordance with the Companys transfer requirements; however, the Company does not provide assistance in these endeavors.
Exit Option. Owners claim that they were advised that they could cancel their Ownership at any time. We dispute that Owners were advised that they could cancel the Ownership at any time. Instead,we find that Owners were provided the contract documents in writing at the time of sale. Both the ******** Agreement and the *************** Disclosure Statement executed by Owners disclosed the ten (10) day rescission period. Furthermore,Owners received full disclosure that the Ownership may be cancelled via a written cancelation 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, which they did not do. Had Owners requested contract cancelation in writing within the rescission period,the Company would have immediately canceled their purchase.
Notwithstanding the foregoing, in recognition that circumstances change over time, the Company allows owners who (i) have satisfied their mortgage obligations, (ii) are current on their maintenance and Club membership obligations, and (iii) remit the Horizons Program processing fee, the ability to surrender their ownerships,without refund, through the Companys Horizons Program. Once Owners satisfy the mortgage obligations for the Ownership and are current on all other financial obligations, they may contact the **************************** to request account cancelation. Because Owners have outstanding obligations owed to the Company, their account is not eligible for cancelation through the Horizons Program.
Cancelation / Refund. Owners request account cancelation,and a refund of monies paid. Please be advised that Owners request is untimely as the rescission period has expired. In addition, we have confirmed that the documentation executed by and provided to Owners at the time of purchase is in order and that they received all requisite disclosures applicable to their purchase, which clearly identify the terms and conditions associated therewith. Furthermore,Owners have outstanding mortgage obligations owed to Company and for these reasons they are not entitled to cancelation and/or a refund of monies paid. We therefore respectfully decline their request for the same.
Our records show that Owners are delinquent in their payment obligations. To the extent Owners are facing financial hardship, we encourage Owners to contact the ********************************************** at ************** to speak with an agent who will be happy to assist them with bringing and maintaining their account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 07/25/2025

Complaint: 23529926

I am rejecting this response because: To Whom It May Concern:
I am writing in response to the statement provided by Holiday Inn Club Vacations (the Company) regarding my complaint. While I appreciate their acknowledgement of my concerns, I strongly reject their version of events, which misrepresents the reality of the sales process we experienced and ignores the deceptive, high-pressure tactics that were used to secure our signature on a timeshare contract we did not fully understand and would not have signed had truthful information been presented.
1. Misrepresentation and Verbal Promises
The Companys response glosses over the most important issue: their sales representatives blatantly misrepresented critical terms of the product. We were told that:
We could cancel the contract at any time, not just within 10 days.
The $100 down payment was all we were committing to just to try the membership.
The ****** points would be sufficient for three full week-long vacations per year, not merely one if we banked years of points or avoided weekends and peak seasons.
We could easily rent or sell our points or membership if we didnt use them, which turned out to be completely false.
These were material misstatements that led us to sign a legally binding contract under false pretenses. Regardless of what was in the fine print of the documents, we were given verbal assurances that significantly contradicted the written termsand we relied on those verbal assurances when making our decision.
2. High-Pressure and *********************************** claims we were not pressured. That is false. We were kept for hours, subjected to escalating sales pitches, and made to feel that we were being offered a one-time deal that would disappear if we walked away. We were fatigued and overwhelmed, and we were not given a meaningful opportunity to review the full documentation independently or to seek legal counsel.
Saying that the ***************** Officer gave us as much time as we needed is not reflective of the reality we experienced. We were rushed through the paperwork and reassured that all the key points we had agreed to verbally were reflected in the documentseven though that was not true.
3. Deceptive Framing of the Down Payment
We were explicitly told the $100 was a trial fee and that there would be no further obligations unless we decided to continue. The Company now claims we agreed to over $1,000 in down payments and a monthly financing agreement. This is not what we understood or agreed to at the time of signing. If we had understood the true financial commitment, we never would have proceeded.
4. Lack of Meaningful Use or Value
Despite spending nearly $10,000 so far, weve been able to use the timeshare only once, and even then only by combining three years of points. That is far below the 3 vacations per year we were told our points could secure. Even attempting to use the product is a frustrating and opaque process, further compounded by fees, blackout dates, limited availability, and restrictive conversion rates.
5. Failure to ***********Purchase Cancellation Requests
We attempted to contact the Company shortly after purchase to explore cancellation. They acknowledged receiving our email in October 2024 and said our account would be submitted for reviewbut no action was taken. They were unresponsive and evasive. Now, they claim the rescission period is the only valid option, despite having told us (verbally) that cancellation would be possible at any time. That was a lie.
6. Responsibility and ********************************* relies heavily on legal disclaimers and claims that the signed documents override all verbal representations. However, Florida and federal consumer protection laws prohibit deceptive and unfair sales practices, and timeshare sales are among the most frequently cited for such abuse. Simply hiding behind signed paperwork does not negate their legal and ethical obligation to be truthful, clear, and transparent at the point of sale.

Conclusion and ********************** sold us a product under false pretenses, used high-pressure tactics, and misrepresented critical terms of the agreement. We are therefore requesting the immediate cancellation of our contract and a full release from any financial obligation, including any outstanding mortgage balance, fees, or assessments.
We also request that this complaint remain open and active with the BBB and that the Companys response be rejected as unsatisfactory.
Sincerely,

******* *****

Business Response
Date: 07/30/2025
Please see attachment for the Company's formal response to Mr. ******* rebuttal complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:06/24/2025
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 sent them a letter in Dec 2024 and filed a State Attorney complaint to get the resort to at least respond to me. I have been ignored and shoved aside for far too long. There is no excuse that forgives that kind of neglect. I have the letter attached below as well as a snippet here for the public to read: During the initial sales presentation, the salesperson unequivocally portrayed the timeshare as an investment. They assured us that it would provide financial benefits, such as appreciating in value and potentially serving as a source of income if rented or sold. While we were intrigued by these claims, we also felt skeptical and sought further clarification during the closing process.When we voiced our concerns and asked additional questions during the closing session, the closing agent appeared visibly perturbed by our inquiries. Rather than addressing our questions thoughtfully and ensuring that we fully understood the agreement, we were subjected to high-pressure tactics. The closing agent made us feel as though we were inconveniencing them and wasting their time by hesitating to sign. This created a stressful environment that left us feeling coerced into signing the contract. We trusted that ****, as a reputable company, would act in good faith. Unfortunately, the high-pressure tactics employed during the sales process, coupled with the misrepresentation of the product as an investment, have left us feeling duped.Despite making payments on the timeshare for over a year, we have received little to no tangible benefit in return. Vacations, which were a significant part of the promised value, have been inaccessible to us due to limited availability and logistical challenges. We feel that the benefits promised during the sales presentation were grossly overstated, and the actual value of the timeshare has been negligible.
Business Response
Date: 07/03/2025
This case is for Holiday Inn Club Vacations and not Hilton Grand Vacations. Can this please be removed from our list?
Sincerely,

Membership Support
************ Vacations
Business Response
Date: 07/21/2025
Please see attachment for the Company's formal response to the complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 07/23/2025

Complaint: 23511205

I am rejecting this response because:
We appreciate your response to our concerns regarding our timeshare ownership. However, we
respectfully disagree with your assertions and wish to provide a detailed rebuttal to clarify our position
and reiterate our request for termination of the ownership without further financial obligation.
Your response states that the Company does not sell timeshares as financial investments and that this
was fully disclosed at the time of purchase. We strongly dispute this claim. During the sales
presentation, the salesperson explicitly described the timeshare as an investment with the potential to
appreciate in value and generate income through rentals or resale. These representations were a
significant factor in our decision to proceed with the purchase. While the Purchase Agreement and
Owner Clarification Form may include disclaimers stating that the timeshare is for personal use, these
documents were presented to us after the sales pitch, during a high-pressure closing process. The initial
verbal assurances about financial benefits were not adequately addressed or corrected during the
closing, leaving us with the impression that the timeshare was a sound financial investment. This
discrepancy between the sales presentation and the written disclaimers constitutes misrepresentation, as
we relied on the verbal assurances made by your representative.
You assert that the Company prioritizes providing full and accurate information and does not pressure
prospective purchasers. However, our experience during the closing process was markedly different.
When we raised questions and sought clarification about the timeshares financial implications, the
Quality Assurance Officer displayed visible frustration and impatience. Rather than addressing our
concerns thoroughly, we were made to feel as though we were inconveniencing the staff by hesitating
to sign. This created a coercive and stressful environment that pressured us into signing the contract
without fully understanding the terms. Your reference to the Sales Pre-Confirmation Checklist, where
we noted positive remarks such as too good to pass up and the professionalism of all personnel was
amazing, does not negate the pressure we experienced. These comments were made in the moment,
under duress, and do not reflect our considered understanding of the agreement after the fact. The
stressful environment undermined our ability to make a fully informed decision, and we believe this
constitutes unfair sales tactics.
Your response highlights the flexibility of using Club points at various resorts, IHG-branded hotels, and
***-affiliated properties. However, our attempts to utilize these benefits have been met with significant
obstacles. Despite our efforts to book vacations at the Companys resorts, we have encountered
consistent issues with availability and logistical challenges, rendering the timeshare effectively
unusable for our family. The promise of vacation opportunities was a central component of the value
proposition presented during the sales process, yet we have been unable to realize these benefits after
over a year of ownership. This lack of access to the promised vacation opportunities, combined with
the financial burden of ongoing payments, has led us to conclude that the timeshare does not provide
the value we were led to expect.
You suggest that our claims may be influenced by a third-party timeshare relief company, based on the
similarity of our experience with others. That is likely because we aren't the only one's who were lied
to, that day or any other. Our concerns are based solely on our personal experience with the sales
process, the closing, and our subsequent inability to derive value from the timeshare. The implication
that our complaint is manufactured is unwarranted and dismissive of our legitimate grievances. We
have provided specific details about our experience, which should be evaluated on their own merit
rather than being attributed to external influence.
Given the misrepresentation of the timeshare as an investment, the high-pressure tactics employed
during the closing process, and the lack of tangible benefits, we maintain that the timeshare does not
serve our familys needs or interests. We entered into this agreement in good faith, relying on the
assurances made by your representatives, but our experience has shown that the timeshare is a financial
burden rather than the enriching investment we were promised.We reiterate our request to terminate our ownership and relieve us of further financial obligations. This
resolution is fair and reasonable, as it allows you to reallocate the timeshare to another couple who may
be better positioned to utilize it. We believe this outcome is in the best interest of both parties.
Please do not take 3 months to respond this ***

Sincerely,

****** ******
Business Response
Date: 07/30/2025
We have received the rebuttal complaint filed by ******************* We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his initial complaint.
Owner insists that he was provided with misleading information during the sales presentation. We wholly deny these claims. Please be advised that the Companys sales consultants receive extensive training on the Companys product and use care to ensure that they provide prospective purchasers with full and accurate disclosure of the terms and conditions of their purchase, which terms are fully memorialized in the contract documents executed by, and provided to, each purchaser at the time of purchase. As such, we reject Owners claim that the Ownership is anything other than what was presented to him at the time of purchase.
If Owner had a change of heart after leaving the sales center, he was welcome to rescind his purchase within the statutory rescission period. Owner was provided with full disclosure of his rescission rights and how to exercise the same at the time of purchase, which rights are memorialized in the contract documentation he executed, and copies were provided to him before he left the sales center. Owner did not, however,exercise his rescission rights.
Regardless of any engagement of a timeshare relief company by Owner, we have reviewed his allegations with an open mind, and we have thoroughly evaluated the merits of his claims. In doing so, we have confirmed that the documentation provided to Owner at the time of purchase are in order and that he executed and acknowledged all requisite disclosures applicable to his purchase, which clearly identifies the terms and conditions of his Ownership.Furthermore, Owner has outstanding loan obligations owed to the Company and is not otherwise eligible for contractual relief. For these reasons, we reaffirm our decision to decline Owners request for account cancelation.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:06/18/2025
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.
In 2019, my wife Farnicia and I purchased a timeshare from Holiday Inn Club Vacations. We were misled about booking availability and restrictions during the sales presentation. Every attempt to use our benefits was blocked by undisclosed limitations.When we tried to exit, they used stalling tactics: First required full contract payment (we paid), then maintenance fees (we paid), but each time representatives became unreachable to process termination. We sent a certified termination letter but continue receiving bills (current bill $860.35 dated 06/10/2025).This appears to be intentional harassment designed to extract money from consumers seeking legitimate contract exits. We want immediate contract termination and cessation of all billing.
Business Response
Date: 07/08/2025
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and Mrs. ******* (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that on May *******, Owners purchased an annual Standard beneficial interest in the Orange *************** (the Ownership). The Ownership entitles Owners to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Club Points Usage. Owners claim that there are limitations and/or restrictions on using their Ownership. While the Ownership does not impose seasonal restrictions and/or restrictions on the type or size of the accommodations that Owners can secure, there are practical limitations on what Owners can do with their Club points. Owners may use their Club points to secure reservations at any of the Companys thirty (30) resort locations during any season, in any available unit, for any length of stay, provided that they have the requisite number of Club points in their ownership portfolio for the desired reservation. Owners may also use their Club points to secure reservations at (i) thousands of ***-branded hotels worldwide through the Companys affiliation with ***, and (ii) thousands of resorts worldwide through the Companys exchange affiliate, ***. The Member Guide provided to Owners at the time of purchase fully sets forth the exact number of Club points required for each reservation broken down by resort, season, unit type, unit size and day of the week. In addition, the Member Guide also discloses that to the extent that Owners do not use the Club points that were deposited into their account on January 1st during the same year, those Club points will automatically roll over to the following year and will not expire until December 31st. Therefore,if Owners do not use the ****** Club points deposited into their account on January 1, 2025, prior to December 31, 2025, they will roll over for use during the 2026 calendar year. An additional ****** Club points will be deposited into their account on January 1, 2026, and as such, they will have ******* Club points in their account on January ******, available for use, which will afford Owners additional time and more reservation options. Any 2025 Club points that Owners do not utilize prior to December 31, 2026, will expire, unless Owners elect to deposit the same with **** One Rewards Program (which points must be deposited prior to October ******). Points so-deposited (i) become part of **** loyalty program and may be utilized to secure reservations at thousands of IHG-branded hotels worldwide,and (ii) do not expire. To date, Owners have not utilized the Ownership to secure any reservations.
Availability. Owners express concern with an alleged lack of availability. Please be advised that it was expressly disclosed to Owners at the time of purchase that all reservations, including reservations through *** and RCI, are subject to availability on a first-come, first-served basis. The Owner Clarification Form executed by Owners at the time of purchase 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 ********. To the extent that Owners were denied a reservation on the basis of availability, they would have been provided alternative vacation dates.Moreover, please note that the Member Guide provided to Owners at the time of purchase also encourages owners to book their reservations as early as their booking window allows to maximize their ability to secure their desired reservations. Owners may book reservations in standard accommodations at any of the Companys resort locations the day before check-in or as far as ten (10)months in advance, subject to availability. If Owners require assistance securing reservations, we encourage them to contact a Vacation Counselor at ************* who will be happy to assist them in this regard, once their account is brought current. In addition, we remind Owners that they have the option to access the online owner portal to book reservations directly.
Financial Obligations. Owners express dissatisfaction with the financial obligations attendant to the Ownership. Please note that once Owners advised the sales consultant that they wanted to purchase the Ownership, they were provided with a one (1) ********************** setting forth the key terms of their purchase, including, without limitation, the purchase price, amount financed, term of loan, monthly payment, maintenance assessments and interest rate, in order to confirm their understanding of the same. Only after Owners signed the Purchase Proposal were contract documents prepared for their review and execution. The financial obligations were again fully disclosed in the contract documentation subsequently executed by Owners. If Owners did not believe that their purchase constituted a good purchase at the right price,they were under no obligation to consummate the purchase and were welcome to leave the sales center without making a purchase. Alternatively, if Owners had a change of heart after leaving the sales center, they were welcome to rescind their purchase within the statutory rescission period. They were provided with full disclosure of their rescission rights and how to exercise the same at the time of purchase, which rights are memorialized in the contract documentation they executed, copies of which were provided to them before they left the sales center. Owners did not, however, exercise their rescission rights.
Cancelation. Owners claim that they have reached out to the Company on multiple occasions to request timeshare surrender but that they (i) were unable to reach anyone, and (ii) believe that the Company is stalling or shifting the surrender requirements. We dispute Owners assertion that the Company is delaying their surrender or changing requirements. Instead, we confirm that Owners have previously contacted the Company to request surrender of the Ownership. In connection therewith, we find that on several occasions Owners were advised that the Company does allow owners who (i) have satisfied their mortgage obligations, (ii) are current on all other financial obligations (i.e., maintenance assessments and Club dues),and (iii) remit the Horizons Program processing fee, the ability to surrender their ownerships through the Companys Horizons Program. However, since Owners have outstanding payment obligations under the Ownership, their account is not currently eligible for participation in the Horizons Program. Nor were they eligible for participation in the Horizons Program at the time of each surrender request, due to delinquencies on their account, which Owners were advised of the same on numerous occasions. It should further be noted that our records reflect that our ************************************* has spoken with Owners on several occasions, which on each occasion, our agents attempted to assist Owners with bringing their account current so that they may proceed with surrender through the Horizons Program. Owners, however, remained dissatisfied with our agents and elected to hang up the calls on several occasions.Notwithstanding the foregoing, we apologize to the extent that Owners are dissatisfied and frustrated that surrender is not available to them at this time. Once Owners satisfy their payment obligations (i.e., outstanding maintenance assessments and Club dues), they are welcome to contact the ******************* at ************************************************** or ************** to request surrender. Until then, each request for surrender will be denied.
Furthermore, contrary to Ownersassertions in the complaint, this denial is not the same as an unwillingness to provide assistance. To the extent Owners are experiencing financial difficulty they are welcome to contact the Companys *************************************, and a representative will be happy to review any options that are available that may assist Owners with bringing and maintaining their accounts current.
Owners again request contract cancelation. Our records show that the rescission period has expired, and that Owners were given clear and accurate disclosure of the terms, conditions, and financial obligations attendant to their purchase. Due to the outstanding financial obligations Owners owe toward the Ownership, their account is not eligible for cancelation at this time. As such, we respectfully decline Owners request for the same.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 07/08/2025

Complaint: 23483086

I am rejecting this response because Holiday Inn Club Vacations has not provided an acceptable resolution and their response confirms the deceptive practices I complained about.

PROBLEMS WITH THEIR RESPONSE:

1. CONTRADICTS PREVIOUS STATEMENTS: They now admit they have a "Horizons Program" for surrender, but never mentioned this during our previous attempts to exit. Instead, they gave us changing requirements and became unreachable.

2. ******* OUR CERTIFIED TERMINATION LETTER: They completely failed to address that we sent formal written termination via certified mail.

3. HOLDS SURRENDER HOSTAGE: They admit surrender is possible but demand payment of outstanding fees first - this is exactly the "pay us to let you go" practice we complained about.

4. BLAMES THE VICTIM: They claim we "hung up" but fail to mention we couldn't reach anyone when calling their provided numbers.

WHAT I WANT:
1. Immediate enrollment in their "Horizons Program" without additional fee payments
2. Cessation of all billing and collection activities
3. Written confirmation of contract termination

Their response proves our complaint is valid - they DO have a surrender process but deliberately make it difficult to access by demanding more payments. This is the exact deceptive practice we reported. I request BBB continue pursuing this matter until they provide reasonable resolution without requiring additional payments.

Sincerely,

****** *******
Business Response
Date: 07/09/2025
We have received the rebuttal complaint filed by Mr. ******** We appreciate the opportunity to respond to his additional concerns.
Mr. ******* claims the Company never previously mentioned the Horizons Program. Contrary to Mr. ******** assertions, our records show that in August 2023, Mrs. ******* requested cancelation of the Ownership and at that time, she was transferred to the **************************** and was advised of the requirements of the ********** that time, Mrs. ******* was also advised that because she had outstanding obligations owed to the Company, she was not eligible for cancelation through the Horizons Program and our agent subsequently emailed her to advise that she could attempt to sell her Ownership independently. Thereafter, on January *******, Mrs. ******* spoke with the ********************************************** and was emailed the link to the Horizons Program website wherein she could review the programs requirements and/or submit an inquiry form. However,we have no record of Owners submitting an inquiry form. Later, on June *******, Mrs. ******* spoke with our ************************************* again and requested cancelation. During the call, the agent attempted to explain how she could cancel the Ownership, and Mrs. ******* instead elected to hang up the call. Thereafter, on February 26, 2025, Mrs. ******* spoke with our *************************************, where she again was referred to contact our ******************** At that time, Mrs. ******* advised that she previously attempted to work with Horizons but did not receive any assistance which as reflected above, she did. Later, after the Company received Owners April 2025 letter (i.e., the same letter Owners attached to the Better Business Bureau complaint),the Companys ******************* attempted to contact Owners on two (2) occasions via telephone call. After our agent was unable to reach them, the agent emailed Owners an email that outlined each surrender option available to them and the requirements under each, including the Horizons Program. Based on the foregoing, we find Mr.******** claim to be disingenuous and categorically untrue.
Mr. ******* continues to claim that they were unable to reach anyone; however, he fails to provide the telephone numbers he attempted to contact. Notwithstanding the foregoing, we find that the *********************************************** has attempted to contact Owners on numerous occasions to discuss the status of their account for several years. On some occasions, Mrs. ******* would answer the calls; however, she often advised that she refused to remit any payments and when our agents would attempt to offer assistance, she would disconnect the calls.
To the extent Mr. ******* would like to participate in the Horizons Program, he will be required to meet all of the eligibility requirements. Thereafter, Mr. ******* may contact the ******************* with the contact information previously provided. Once he does so,an agent in our ******************* will assist Mr. ******* accordingly.Moreover, Mr. ******* is also not prohibited from selling his timeshare interests to a bona fide third party in accordance with the Companys transfer requirements. To the extent Mr. ******* wishes to explore this option, he may also contact the ******************* for additional information in that ********* the interim, Owners will be required to abide by their financial obligations for so long as they own the Ownership.
To the extent Owners require assistance with remitting payments, we encourage Owners to contact the ********************************************** at ************** to speak with an agent who will be happy to assist them with bringing and maintaining their account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 07/09/2025

Complaint: ********

I am rejecting this response because:

BBB Case #******** - SECOND REJECTION

I am NOT satisfied with this response. While Holiday Inn now provides more timeline details, they still refuse to provide reasonable resolution.

THEIR RESPONSE CONFIRMS MY COMPLAINTS:
1. They admit receiving my April 2025 termination letter but continued billing anyway
2. They admit the Horizons Program exists but won't process my request without additional payments
3. Their timeline shows a pattern of giving me different information each time I called
4. They blame me for "hanging up" but fail to mention they weren't providing actual solutions

WHAT THEY'RE STILL NOT ADDRESSING:
- Why they continued billing after receiving my written termination request
- We HAVE paid our original contract obligations AND paid maintenance fees when they demanded it, but they keep adding new membership fees and charges
- Why they require payment of continuously accumulating fees before allowing surrender - this creates an endless cycle where we can never catch up
- Why their process keeps changing each time I contact them

THE REAL PROBLEM:
We fulfilled our original payment obligations, but they keep generating new fees faster than we can pay them. This makes their "Horizons Program" impossible to access - which appears to be intentional.

RESOLUTION DEMANDED:
Since they admit the Horizons Program exists and they received my termination letter, I want:
1. Immediate processing of my Horizons Program application based on our original paid obligations
2. Cessation of all billing while application is processed
3. No additional fee requirements beyond what we've already paid
4. Written timeline for completion

Their response proves they have the ability to resolve this but choose not to. This is exactly the unfair business practice I reported.

Sincerely,

****** *******
Initial Complaint
Date:06/17/2025
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.
In December 2023, I purchased a "Holiday Inn Club Vacations" package, which was marketed to be usable in *********** in October 2024. Upon attempting to book our stay, we were informed that no rooms were available and that we could not utilize the package in ***********. Despite requesting a refund, our request was denied. As a result, we decided to use the package for a stay in ***********, *******, in June 2025. Shortly before our scheduled departure, we were notified that the resort would be undergoing renovations and that our accommodations would be limited to a Holiday Inn Express without the same amenities as the original resort. Additionally, we were informed that attending a two-hour tour of the resort was required to receive a partial refund, which we found unacceptable since we are unable to stay at the resort as initially planned. We would not have purchased this package had we known we could not stay at our chosen resort, especially on two separate occasions. Given that airfare and a rental car have already been booked for our trip, we intend to proceed with the vacation. However, we respectfully request a full refund and the removal of the requirement to attend the resort tour, as attendance should not be mandatory under these circumstances. The package is registered under ***** **********, with package number SCH0002657469.
Business Response
Date: 07/14/2025
BBB Case # ******** (the "Complaint")

***** ********** ("Guest")

Dear ***** ******:

Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the Complaint Guest filed with your office. We appreciate the opportunity to respond.

Our records show that in December 2023, Guest participated in the Company's marketing promotion wherein he purchased a mini vacation in standard hotel accommodations at select destinations, at a purchase price of $199 (the "Package"). The terms of the promotion provided that during Guest's vacation, he would attend the Company's timeshare sales presentation and at the conclusion of the same, he would receive $99 of the purchase price in cash and ****** IHG One Reward points. Guest was also advised that if he wished to upgrade the Package to include additional night stays or to stay at a resort instead of a hotel, he may do so upon booking and at an additional fee. Guest agreed to the terms of the promotion and later booked his vacation for a stay at the Holiday Inn Express ************** during June 20, 2025 through June 23, 2025. After Guest purchased the Package, he was sent a confirmation email that includes the Details of Participation which provides clear disclosure that (i) his reservation would be in standard hotel accommodations, (ii) reservations are subject to availability and (iii) alternate reservation options may be required to confirm a reservation.

Guest expresses concern regarding securing his desired reservation for a stay at a resort. Guest requests (i) that the requirement to attend the Company's timeshare sales presentation be waived and (ii) to receive a full refund of amount paid toward the Package. Upon review of Guests account, we confirm that Guests initial request for a stay in *********** was not available. Guests reservation was later confirmed for a stay at the Holiday Inn Express ************** and in the best interest of customer service, the requirement to attend the timeshare presentation was waived and Guest still received an incentive of $249 cash and ****** IHG One Reward points.

Based on the foregoing, we find that no additional compensation is warranted.

Sincerely,
/s/ ***** ******
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 07/14/2025

Complaint: 23478708

I am rejecting this response because:
Even though we received $249 and points, we still ended up spending more money for flights since we couldnt use this stay in ***********, which we originally told we could. We were also put up in an Express which was not nearly as nice as the Club vacation hotel which is were we booked the original room. Wed appreciated additional ******* points for all of the inconveniences we went through since Dec 2023.
Sincerely,

***** **********
Business Response
Date: 07/21/2025
BBB Case # ********, Additional Concerns Dated July 15, 2025 (the "Rebuttal")
Initial Response Dated July 14, 2025 (the "Original Response")

Dear ***** ******:
Thank you for contacting the Company in connection with Guest's Rebuttal and we appreciate the opportunity to respond. Capitalized terms not defined herein bear the same meaning ascribed to them in our Original Response.
Guest requests that the Company issue him ******* IHG One Reward points due to (i) *********** not being available for his initial desired destination and (ii) change in price for airfare to book his alternate location of travel (i.e., *******). We do our very best to accommodate guests in their desired location, however, as stated in our Original Response, there are times where alternate reservation options may be required to confirm a reservation. Also, the Details of Participation provided to Guest provides clear disclosure that "All charges and expenses, including airfare, local transportation (including to and from the sales presentation), all relates taxes, parking and any incidentals are your sole responsibility and are not included in this special rate."
Based on the foregoing, we find no basis to warrant Guest's request for ******* IHG One Reward points and we respectfully decline his request for the same.
Sincerely,
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Customer Answer
Date: 07/21/2025

Complaint: 23478708

I am rejecting this response because:
There is record of the many hours we spent dealing with this club vacations issue and feel we deserve some compensation in addition to what we received already.
Sincerely,

***** **********
Initial Complaint
Date:06/16/2025
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 are extremely dissatisfied with our experience with Holiday Inn Club Vacations and are requesting immediate cancellation of our timeshare contracts.We entered into an upgrade agreement in December 2021 in ******* after being promised enhanced benefits, easier booking, and more accommodation options. Instead, we encountered misleading claims and inadequate availability. The presentation that was supposed to last 90 minutes dragged on for 4 hours. We were promised an extra days stay, which never happened.We were misled into purchasing additional *** points with the impression that it would solve the lack of availability, but that turned out to be false. The salesperson claimed this isnt a timeshare, which was clearly deceptive. We were also assured of help with bookings, but the contacts we were given were unresponsive or denied knowing the representatives.This experience has caused us significant financial and emotional distress. We have faced early retirement, increased caregiving responsibilities for family, and were even targeted in a resale scamcompounding the financial hardship this timeshare has caused.Despite reaching out multiple times to resolve this, Holiday Inn Club Vacations has failed to address our concerns or offer a resolution. We believe we were misled and pressured into this agreement under false pretenses. We are now demanding full cancellation of our contracts without further financial obligation.We respectfully urge the BBB to assist in resolving this matter.
Customer Answer
Date: 06/17/2025
See attachment as requested.

**** *********
**************
Customer Answer
Date: 06/17/2025
My last interaction with Holiday Inn was on February 5th 2025 where I sent them a letter.
Business Response
Date: 06/27/2025
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.
Our records show that on September 19, 2021, Owner elected to purchase an annual Standard beneficial interest in the Orange *************** (the Initial Ownership). The Initial Ownership entitles Owner to ******* points per annum in the Companys points-based exchange program, the Holiday **************** Later, on December 17, 2021,Owner elected to add to his ownership portfolio by purchasing an additional standard beneficial interest in the Orange *************** (the Second Ownership), which entitles Owner to ****** Club points per annum. The Initial Ownership and Second Ownership (collectively, the Ownerships) are the only timeshare interests that Owner owns with the Company at this time. 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.
Duration; Incentives. Owner expresses dissatisfaction with the length of the Companys timeshare sales presentation. The Companys timeshare presentations are approximately two (2) hours for new purchasers, the actual duration of which depends on the level of interest of the prospective purchaser and the questions ******** the conclusion of the timeshare presentation, if a prospective purchaser expresses an interest in making a purchase, inventory is selected and contract documentation is prepared, reviewed, and executed, which accounts for any additional time Owner spent at the sales center.
Owner claims he was promised an extra days stay in connection with the December 2021 presentation and/or purchase. Owner fails to elaborate on this assertion, and we are unable to locate any record of Owner being offered an additional day on his stay.Instead, we find that Owner was offered $60 in food and beverage vouchers and $50 cash in connection with the December 2021 presentation.
Terms. Owner claims that he was provided with misleading information during the sales presentation. We wholly deny these claims. Please be advised that the Companys sales consultants receive extensive training on the Companys product and use care to ensure that they provide prospective purchasers with full and accurate disclosure of the terms and conditions of their purchase, which terms are fully memorialized in the contract documents executed by, and provided to, each purchaser at the time of purchase. As such, we reject Owners claim that the Ownerships are anything other than what were presented to him at the time of purchase.
Timeshare Interest. Owner alleges that the sales consultant advised him that the Second Ownership was not a timeshare. We dispute this claim. Firstly, we find this claim to be disingenuous insofar as it implies that Owner entered into a single timeshare purchase transaction with the Company. To the contrary, Owner has entered into two (2) purchase transactions with the Company, each for a timeshare interest. Therefore, Owner was well aware that the purpose of December 2021 timeshare presentation was for the purpose of soliciting the sale of timeshare interests. Secondly, our product is timeshare and is presented as such. The first sentence of the Purchase Agreement that Owner executed clearly discloses that he was purchasing a beneficial interest in the Trust which interest constitutes a timeshare estate in the timeshare plan known as Orange Lake Land Trust Plan.Additionally, the Owner Clarification Form executed by Owner uses the terms Timeshare Plan and Timeshare Interest throughout. As such, we dispute the allegation that the Second Ownership was presented as something other than a timeshare interest.
Second Ownership. Owner states that he purchased the Second Ownership to gain *** points. To clarify, the Second Ownership provides Owner with Club points which he can then exchange for use through ****Owner also claims that he was promised enhanced benefits, easier booking,and more accommodation options in connection with his purchase of the Second Ownership. Please note that upon purchasing the Second Ownership, Owner increased his number of Club points allocated each year, which affords Owner with more vacation options, in the same way that someone with more vacation dollars will have more vacation options than a person with less vacation dollars. Additionally, Owner also gained access to ********************** (II) which provides him with access to book reservations at an additional ***** plus locations worldwide through IIs network.
Moreover, at the time of each purchase, Owner was advised that the Club operates on tiered membership levels and there are additional benefits attendant to each, such as, advanced booking window discounts, complimentary stays, free reservation upgrades, and more (the Membership Benefits). Owners having at least ******* Club points in their ownership portfolio are members at the Prime Platinum membership level and are entitled to the Membership Benefits, which Membership Benefits increase with each increase in membership level (i.e., Preferred Platinum, Premier Platinum,etc.). Preferred Platinum membership level requires ******* to ******* Club points. The Member Guide provided to Owner provides a breakdown of the various tiers in the Club and the Membership Benefits applicable to each. Upon purchasing the Initial Ownership, Owner was issued a Bonus Points Certificate (the Certificate) entitling him to a one-time deposit of ******* Club points and enabling him the opportunity to take advantage of the benefits in the Preferred Platinum membership level, for a one (1) year period only. Therefore,the one (1) year period would have expired in September 2022. However, Owner elected to purchase the Second Ownership during that one (1) year period. At the time Owner purchased the Second Ownership in December 2021, he was issued a second Certificate entitling him to a one-time deposit of ******* Bonus points,and he extended his original one (1) year period to December 2022.
It should be noted by temporarily increasing his membership level from Prime Platinum to Preferred Platinum,Owner also opened up his access to booking Signature Collection units from 59 days in advance to 90 days in advance for the temporary trial period.Therefore, upon purchasing the Second Ownership, Owner did in fact gain additional benefits, more accommodation options, and a temporary increase in his Signature booking window.
Availability. Owner expresses concern with a lack of availability at the Companys resort locations. Please be advised that it was expressly disclosed to Owner at the time of each purchase that all reservations are subject to availability on a first-come, first-served basis. The Owner Clarification Form executed by Owner at the time of each purchase 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 ********. The Member Guide provided to Owner at the time of purchase encourages owners to book their reservations as early as their booking window allows to maximize their ability to secure their desired reservations.
Under the Ownerships, Owner may request reservations in the Companys standard units up to ten (10) months prior to check-in.Despite being afforded a ten (10) month booking window in which to secure reservations,Owner has completed three (3) reservations at the Companys resort locations,which each reservation was booked less than two (2) months prior to check-in.Reservations may be secured online via the owner portal or by contacting a Vacation Counselor for reservation assistance. Please note that owners are advised that the Company has a dedicated team of Vacation Counselors to assist them with questions regarding their accounts and to book reservations and they are provided the toll-free number at the time of sale to call to speak with a Vacation Counselor. Our records show that Owner has previously contacted our Vacation Counselors and received assistance with securing reservations and his general inquiries.
Nevertheless, to the extent Owner is experiencing difficulty securing reservations, Owner may have more success, especially during peak travel seasons at popular resorts, if he books the same farther in advance, or if he takes advantage of the Companys MaxTime program, which offers deeply discounted deals on last minute vacations.If Owner would like assistance securing reservations or utilizing the Ownerships,we encourage him to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that Owners accounts are currently subject to use restriction as a result of the delinquencies thereunder. As such, Owner will be unable to secure reservations under his account until he cures the same.
Third-Party. Owner claims that he has been targeted in a resale scam. The Company does not offer rental or resale services. There are a number of third-party companies engaged in a variety of unscrupulous practices aimed at extracting fees from unsuspecting timeshare owners. We encourage Owner to utilize caution when/if dealing with such entities and to use extreme caution when dealing with any such entity that requires the payment of up-front fees for services that have not been rendered.
Cancelation. We confirm that Owner previously contacted the Company on February 8, 2024, requesting ************** recognition that circumstances change over time, the Company allows owners who have satisfied their mortgage obligations and who are current on their maintenance and Club membership obligations, the ability to surrender their ownerships, without refund, through the Companys Horizons Program. Once Owner has satisfied the mortgage obligations for the Ownerships and is current on all other financial obligations, he may contact the **************************** to request account cancelation. Owner acknowledged his understanding of the same when he executed the Owner Clarification Form at the time of purchase. Because Owner has outstanding obligations owed to the Company, his accounts are not eligible for cancelation through the Horizons Program and Owner was advised of the same. When Owner requested an alternative cancelation option, our agent advised that he could attempt to sell the Ownerships independently; but that Company simply does not assist with such endeavors. The Company also previously received correspondence from Owner (after his rescission periods) regarding similar grievances contained in his Better Business Bureau complaint. Accordingly, the Company mailed Owner two (2)responses addressing his grievances and denying his requests for cancelation.
Notwithstanding the foregoing, Owner restates his request for cancelation. Please be advised that the rescission period has expired rendering Owners cancelation request untimely. In addition, we have confirmed that the documentation executed by, and provided to, Owner at the time of each purchase is in order and that he received full and accurate disclosure of the terms and conditions of the Ownerships. Furthermore, Owner has outstanding mortgage obligations owed to the Company. For these reasons, Owner is not entitled to, or otherwise eligible for, cancelation and we respectfully decline his request for the same.
To the extent Owner is experiencing financial hardship, we encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist him with bringing and maintaining his accounts current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:06/12/2025
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 membership (Contract #*******). Despite previous attempts to address our issues directly with the company, we have encountered ongoing frustrations that remain unresolved.We initially joined Holiday Inn with high hopes of making cherished family memories. However, our experience has been marred by multiple disappointments. The primary concern is the lack of availability for booking vacations at desired locations. We were assured of flexibility, yet we consistently faced obstacles that prevented us from enjoying our timeshare as promised.Additionally, we are burdened by an exorbitant interest rate of 21 percent on our loan, which was not transparently disclosed during the sales process. This financial strain, coupled with the pressure tactics employed by the sales representatives, has left us feeling misled. We were promised significant benefits and rewards that never materialized, which has further deepened our dissatisfaction.The points system, which was supposed to offer us the chance to travel twice a year with ******* points, has proven inadequate. The inflated costs for additional bookings render these points nearly worthless. Our attempts to seek assistance from customer service have been met with indifference and a lack of meaningful support, compounding our frustration.Moreover, the increasing maintenance fees have diminished the value of our investment, making it clear that this arrangement does not align with our expectations or financial situation.Given these issues, we formally request the cancellation of our timeshare contract. We hope for a swift resolution and look forward to your assistance in addressing this matter.Thank you for your attention to our concerns.
Business Response
Date: 07/02/2025
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 on February 11, 2023, Owner elected to purchase an annual Standard beneficial interest in the Orange *************** (the Ownership).The Ownership entitles Owner 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.
Pressure.Owner claims that the Companys sales consultant used high pressure sales tactics. We dispute Owners characterization of the Companys sales presentations 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. In addition, our sales consultants do not prevent prospective purchasers from leaving the sales center without making a purchase. If Owner did not believe that his purchase constituted a good purchase at the right price, he was under no obligation to consummate the purchase and was welcome to leave the sales center without making a purchase, just as Owner, himself, has done on occasion. In addition,at the time of purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify his primary reasons for purchase thereon. Owner identified the following reasons: flexibility, vacation more, and overall savings. As such, we dispute Owners assertions that he was pressured into purchasing a timeshare interest that he did not want, as his stated reasons for entering into his purchase reflect otherwise.
Owner also claims that he was also provided with misleading information during the sales presentation. We wholly deny these claims. Please be advised that the Companys sales consultants receive extensive training on the Companys product and use care to ensure that they provide prospective purchasers with full and accurate disclosure of the terms and conditions of their purchase, which terms are fully memorialized in the contract documents executed by, and provided to,each purchaser at the time of purchase. As such, we reject Owners claim that the Ownership is anything other than what was presented to him at the time of purchase.
Club Benefits / Availability. As stated above, Club points can be utilized to secure reservations in the Companys resort locations in any available unit, during any season, for any length of time, provided that Owner has the requisite number of Club points for the desired reservation, and further provided that his account is current.Owner claims that ******* Club points is insufficient to book twice a year. Please note the number of points required to secure reservations varies by resort,season and unit size. ******* Club points is sufficient to book weekend and week-long reservations at several of our resort locations. For example, Owner may book a week-long reservation in a studio unit at the ******************** Resort located in ************, ************** during Value Season for ****** Club points. Owner may also book a week-long reservation in a 1-bedroom unit at the Companys *********************************** during Bronze Season for ****** Club points.Therefore, ******* Club points is sufficient to secure various reservations at the Companys resort locations. The exact number of Club points required to book any given reservation at the Companys resort locations is fully set forth in the Member Guide that was shown and provided to Owner at the time of purchase. The number of Club points required to book reservations at the Companys resort locations has historically remained constant and has not changed due to inflation as Owner asserts.
Furthermore, please note that it was initially recommended that Owner enter into a purchase that would entitle him to more Club points per annum. When Owner expressed an interest in ********* ownership but objected to the recommended purchase on the basis of price, the sales consultant presented Owner with alternate inventory having lower purchase prices while advising that the reduction in price entailed a corresponding reductions in the number of Club points allotted thereto. When Owner opted for the Ownership, the sales consultant utilized the Member Guide to show Owner the type of reservations that could be secured at the Companys resorts with ******* Club points. He also recommended that Owner consider the 0-20,000 point exchanges offered through ***. To the extent Owner does not use the Club points that were deposited into his account on January 1 during the same year, those Club points will automatically roll over to the following year and will not expire until December 31 of the following year. Therefore, if Owner does not use the ******* Club points deposited into his account on January 1, ********** to December 31, 2025, they will roll over for use during the 2026 calendar year. An additional ******* Club points will be deposited into his account on January 1, 2026, and as such,he will have ******* Club points in his account on January 1, 2026, available for use which will afford Owner additional time and more reservation options.Any 2025 Club points that Owner does not utilize prior to December 31, 2026,will expire, unless Owner elects to deposit the same with **** One Rewards Program (which points must be deposited prior to October 1, 2025). Points so-deposited (i) become part of **** One Rewards Program and may be utilized to secure reservations at thousands of IHG-branded hotels worldwide, and (ii)do not expire.
Owner also expresses concern with regard to availability. Please note that Owner was 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. Upon review of Owners account, we find that Owner has completed two (2) Club reservations, each of which were booked using his 2023 Club points. In addition, despite being afforded a ten (10) month booking window in which to secure reservations in the Companys standard units, our records reflect that Owners reservations were booked approximately one (1) month prior to check-in. To the extent Owner is experiencing difficulty securing reservations, Owner may have more success,especially during peak travel seasons at popular resorts, if he books the same farther in advance, or if he takes advantage of the Companys ******* program,which offers deeply discounted deals on last minute vacations. If Owner would like assistance securing reservations or utilizing the Ownership,we encourage him to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that due to the delinquencies under his account, Owners account is subject to use restriction,and he will be unable to secure additional reservations under the Ownership until such time that he brings his account current.
Financial Obligations. Owner expresses dissatisfaction with the interest rate associated with his purchase.Please be advised that prior to contract documents being generated, Owner was presented with a one-page ******** Proposal, which set forth the main financial terms of the Ownership, which included, without limitation, the purchase price,down payment, amount financed, monthly payment, maintenance assessments, term of loan and *****% interest rate (not 21% as Owner claims). It was only after Owner signed the ******** Proposal confirming his understanding of these terms that the contract documents were prepared for his review and execution. The interest rate applicable to his loan was also fully disclosed and memorialized in the Promissory Note and Closing Disclosures that Owner executed.
Moreover, the governing documents provided to Owner at the time of purchase clearly discloses the maintenance assessment obligation. 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.
Investment. Owner refers to her Ownership as an investment. ********* interests are use-based products, and the value associated with a timeshare purchase is derived from the use of the timeshare itself, and they are sold as such. Owner acknowledged this when he executed the ******** Agreement and Owner Clarification Form, each which state that Owner was purchasing the Ownership for personal use.
Customer Service / Cancelation. Owner also states that he previously contacted the Company regarding the concerns stated herein and to request cancelation but that the Company has not provided support with his requests for assistance. Our records reflect otherwise. We find that that Owner has previously contacted the Company via telephone call for assistance with (i)reservations, and (ii) general inquiries regarding his account. We find that our agents addressed Owners inquiries at the time of each call. In addition, our records show that the ************************************ previously received correspondence from Owner and in connection therewith, the department mailed two (2) written responses to Owner. On each occasion, Owners request for contract cancelation was denied on the basis that (i) they could not substantiate his claims of wrongdoing on the part of the Company, (ii) he was provided with all the requisite documents setting forth the terms and conditions of his Ownership, and (iii) he has outstanding mortgage obligations owed to the Company.
Notwithstanding the foregoing,Owner restates his request for cancelation and a refund of monies paid. Please be advised that the rescission period has expired rendering Owners request untimely. In addition, we have confirmed that the documentation executed by and provided to Owner at the time of purchase is in order and that he received full and accurate disclosure of the terms and conditions of the Ownership.Furthermore, Owner has outstanding mortgage obligations owed to the Company.For these reasons, Owner is not entitled to, or otherwise eligible for,cancelation and/or a refund of monies paid, and we respectfully decline his request for the same.
Our records show that Owners account is delinquent. We encourage Owner to contact the ********************************************** at ************** to speak with an agent who will be happy to assist him with bringing and maintaining his account current. Continued non-payment may ultimately lead to foreclosure.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 07/02/2025

Complaint: 23458923

I am rejecting this response because: Thank you for your detailed response regarding my complaint. I appreciate the opportunity to clarify my concerns further.

While I acknowledge that I signed a Sales Pre-Confirmation Checklist, I maintain that the sales environment felt pressured. The enthusiastic approach of the sales consultants, combined with the urgency communicated during the presentation, contributed to my feeling of being rushed into the decision. Its important to note that high-pressure tactics can manifest in subtle ways, which I experienced during my visit.

I disagree with your assertion that the information provided was clear and accurate. Key details regarding the actual use of pointsspecifically, the availability of reservationswere not adequately disclosed. I was led to believe that my ******* points would be sufficient for two vacations per year, which, as I have come to realize, is not the case. This discrepancy is a significant aspect of my complaint.

The assertion that ******* points are enough to secure reservations fails to address the realities I faced. Although the Member Guide outlines point requirements, the actual availability of desired units during peak periods has proven to be a challenge. I was often left with limited options, which is contrary to what was presented to me during the sales pitch.

I acknowledge the interest rate and terms were disclosed, but I still find the *****% rate excessively high given current market conditions. Additionally, the financial burden of maintenance fees and other costs was not fully articulated. I believe clearer communication about potential future increases would have influenced my decision.

While I understand that timeshares are use-based products, I was under the impression that there would be substantial long-term value in my investment. The inability to secure reservations as promised undermines that value significantly.

I have reached out multiple times for assistance and felt that my concerns were not adequately addressed. My request for cancellation is rooted in the belief that I was misled during the sales process, which I feel warrants reconsideration. The expiration of the rescission period should not negate the validity of my claims.

In conclusion, I respectfully ask you to reconsider my concerns, especially regarding the misleading nature of the sales presentation and the challenges I've faced with reservation availability. I believe a resolution can be reached that acknowledges these issues.

Thank you for your attention to this matter.
Sincerely,

******* *******
Business Response
Date: 07/08/2025
We have received the rebuttal complaint filed by ***************************** insists that he remains dissatisfied with his purchase. We reiterate our objection to Owners characterization of the Companys sales process. The Company has numerous programs and procedures in place to monitor sales personnel to ensure that they are providing prospective purchasers with accurate information and which terms are memorialized in the contract documentation provided to and executed by Owner. The terms of his purchase,including, without limitation, the pertinent details applicable to his financial obligations and the fact that all reservations are subject to availability was fully disclosed to him at the time of sale in writing. If Owner had any objections to the financial obligations associated with his purchase, he could have elected to forego purchasing or alternatively, timely exercised his rescission rights, which he failed to do.
Upon receipt of Owners rebuttal,we again conducted a thorough investigation of Owners account and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchase, including instructions on how to timely request cancelation of his contract within the statutory rescission period thereto. Since all documentation executed at the time of sale is in order, signed and acknowledged by Owner, and because we could not substantiate Owners claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 07/10/2025

Complaint: 23458923

I am rejecting this response because:
I respectfully disagree with Holiday Inn Club Vacations continued denial of responsibility regarding the misrepresentations that occurred during the sales process. While the company asserts that proper disclosures were made and that the documents were signed and acknowledged, this does not negate the fact that key aspects of the purchase were misrepresented by their sales representatives during the presentation. The repeated emphasis on the documents I signed fails to address the core issue of verbal assurances and misleading sales tactics used to induce my decision. Sales representatives are the face of the company during these transactions, and when they provide verbal guarantees or omit critical information to make a sale, that constitutes misrepresentationregardless of what is buried in lengthy contracts.
Holiday Inn states that I had the opportunity to cancel within the rescission period, but this overlooks the fact that the misleading nature of the presentation only became fully apparent after the rescission window had closed and I attempted to use the product as promised. The implication that I should have foreseen these issues without having experienced them is unreasonable. Additionally, the companys claim that it could not substantiate misrepresentation is unconvincing, particularly when the investigation relies solely on a review of paperwork and not on the full scope of the sales experience, including what was said by their agents. This position places all the burden on the consumer to detect dishonesty in a high-pressure, fast-paced environment where trust in the companys representatives is assumed.
In light of these facts, I maintain that I was misled during the purchase process and that my dissatisfaction is not due to a misunderstanding of contractual terms, but rather a result of deceptive sales practices that should be thoroughly and independently reviewed. I respectfully request that Holiday Inn Club Vacations reconsider its stance and work toward a fair resolution.

Sincerely,

******* *******
Initial Complaint
Date:06/11/2025
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 company has broke the contract agreement with me an refuses to have management call me to resolve the issue for 8 months now. I have continued to make my monthly payments as they lock my account down and refuse to contact me unless it's to harass me to get more money. They have lied to me at least three times about rooms not being available but I found out that was not true and they wanted me to pay more out of my pocket to use the hotels which I already had good standing unused points. They would not allow me to get rooms three times when I had plenty of points. All three times the hotels were owned by them and the clerks at front desk said there were plenty of rooms when I called motel directly. The clerk would then offer to rent me rooms if I paid cash but said my points would not work and basically not worth cash. She also said these rooms were owned by this business. Now after not letting me rent available rooms they want me to pay the maintenance fee for rooms they refuse to let me use. I even called contract people and told them problem several times and they will not call me back. I feel like they are stealing my money at this ouint. I want them to call me and fix the problems and adjust my account to take care of the lies which I caught them in. They were saying rooms were not available for my points but were holding rooms blocked to show others to purchase more time shares. If you dont have enough rooms then you need to stop selling at some point or you cannot fulfill the contracts you have previously sold. They have called me at least 8 times harrassing me to pay more money and everytime they promise to have a manager of the business call me and they have not. Now they keep adding late fees to my maintenance side as I still pay my monthly ****** and they will not let me use my points. They broke the contract they promised on several levels. The agreed to buy the purchase property back at same price or higher than your purchase. Just another lie.
Business Response
Date: 06/26/2025
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.
Our records show that Owner has entered into six (6) purchase transactions with the Company and currently owns two (2)annual Standard beneficial timeshare interests in the Orange Lake Land Trust (the Active Ownerships). The Active Ownerships entitle Owner 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.
Owner claims he was advised that the Company would buy back his Active Ownerships. We dispute this claim. The Company does not currently, nor has it ever, offered buy-back and/or resale services. It was fully disclosed to Owner in each respective Purchase Agreement that the Company would not provide Owner with assistance with such endeavors, and Owner was not advised otherwise. Notwithstanding the foregoing, Owner is not prohibited from selling his timeshare interests to a bona fide third party in accordance with the Companys transfer requirements. It should also be noted that the Company does allow owners who have satisfied their mortgage obligations and who are current on all other financial obligations, the option of surrendering their timeshare interests back to the Company, without refund, through the Companys Horizons Program, subject to the Horizons Program requirements. The Active Ownerships do not, however, currently qualify for surrender through the Horizons Program at this time as Owner has not fulfilled the mortgage obligations applicable thereto.
Owner expresses dissatisfaction with an alleged lack of availability at the Companys resort locations. Owner also expresses dissatisfaction that his desired reservations are only available through a third-party website. Firstly, please note that it was fully disclosed to Owner at the time of each 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 Owner at the time of his purchase of the Active Ownerships 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 ********. Secondly, the Company does not have an unlimited pool of points, nor does it oversell its inventory. Instead, please note that owners are entitled to book reservations in owner-owned inventory which inventory is part of the Club. They are not entitled, however, to book reservations in the developer-owned inventory. From time to time, the Company utilizes developer-owned inventory to accommodate persons on property at the invitation of its ******************** and releases developer-owned inventory for rental to non-owners through third-party websites. Owner-owned inventory, however, is not eligible for such third-party rental. As such, while the general public may be able to secure reservations in un-booked rooms, these reservations have no impact on Owners ability to secure reservations in owner-owned inventory. In addition,non-owners are not afforded the same level of access as our owners, nor are they entitled to the benefits of the Club. So, while it is the case that the majority of the people who are checked-into the Companys resorts at any given time are owners, at no time are prospective purchasers advised that resort access is limited or exclusive to the Companys ownership base. Owner was previously advised of the same by a Club Counselor on November 9, 2024. In addition, Owner also contacted the Companys sales team in May 2025 requesting a call back to discuss his concerns. Our records show that an agent contacted Owner on May *******, and at the time Owner notified the agent that he was not available to talk. Thereafter, Owner notified the ********************************************** that he would no longer remit payments towards his maintenance assessments due to his inability to obtain his desired reservations.
Notwithstanding the foregoing, upon review of Owners use history, we find that he has (i)deposited ******* Club points into the *** One Rewards Program, where points-so deposited never expire, and (ii) completed fifteen (15) Club reservations at the Companys resort locations. Therefore, Owner has made substantial use of his ownerships. If Owner has questions or requires assistance securing reservations under his accounts, we encourage him to contact a Vacation Counselor at *************, who will be happy to assist him in that regard once his accounts are brought current. Owner was provided clear disclosure at the time of each purchase that delinquencies may cause his accounts to be subject to use restriction.
We have confirmed that the documentation executed by and provided to Owner at the time of each purchase is in order and that he received full and accurate disclosure of the terms and conditions of the Active Ownerships. Therefore, Owners contracts are valid and enforceable. Furthermore, it is true that we have attempted to contact Owner on several occasions to discuss his account status and to assist him with bringing his accounts current. However, Owner has not been responsive to our attempts to assist him in this manner. While we understand Owners frustration, the same does not absolve Owner of the financial obligations he agreed to on the date of his purchases. To the extent Owner requires payment assistance and would like to avoid additional late fees, we encourage Owner to contact our ************************************* at **************.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 06/30/2025

Complaint: 23456909

I am rejecting this response because: clearly Holiday is NOT BEING HONEST in the sales techniques they used and in their response. First the pressure sale by saying your purchasing a point base on current value and your points will go up as time goes on. The same as any land, home would increase with natural appreciation. I was also told if rooms were available I would get a room. I was told I was an owner and would be treated as so. They had rooms available many times and they claim in their response they use them as marketing. We'll if so why was I being allowed to pay cash money and just rent the available rooms. How would that help their marketing? Again lies. They would take my cash but not my points which they preached over and over was the same as money based on their sale presentations. They have never contacted me to discuss my issues, but always call to complain about me not paying maintenance fees. They never called me while I was complaining and my maintenance fees were still in good standing. So that is a clear lie. The collection person on the phone even directed me to their office of sales and said they would buy them back and gave me the number. (Another recorded conversation) The collection people also said if there were rooms available to rent as an outsider calling in, then a owner should of had use of that room because it was not occupied and an empty room. I understand they give cheap rooms out to sell timeshares but if a room is listed as empty two or three days out and cash can pay for it, then why can an owner not use his points he paid cash for to purchase the points. Clearly Holiday Inn is side stepping facts and has avoided me for half a year while all my payments were still in good standing and now 6 months into this year where I have refused to pay maintenance fees just hoping they would show respect and reach out and attempt to really solve this situation. They owe me real conversations and the privilege of talking to a higher up manager. Not just the digital phone money collectors. If owners get treated this way then you are not an owner. I was upset before I sent my initial response. Reading the lies and misrepresentations in their answer has only caused me to trust them less. They use misrepresentation and lies to sale the property and they care more about selling then taking care of their owners. It's not about the maintenance fees. It's about professionalism and having integrity. I have been an law officer 36 years and I just expect companies to be straight up. I'm just asking too much after reading their response. They will hold me hostage and ruin my credit begofe they would just be honest and try to fix the problem. All I needed was them to call a year ago and discuss the issues and fix the issues and all would be good. They have clearly showed their lies and unprofessional business workings now.

Sincerely,

***** ****
Business Response
Date: 07/10/2025
Please see attachment for the Company's formal response to Mr. ****** rebuttal.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 07/21/2025
The business has not contacted me about this complaint. I had a lady call me about my very first complained that I wrote on there site at the very beginning. However she knew nothing of **** complaint and got upset when I told her I had filed a better business bureau complaint. She said she knew nothing of this situation. All she knew was that I had a complaint made on their on line site last year. She listen to me and said there was nothing g she could do to resolve this complaint. She said that she would have somethimg else looked into and I would recieve a response in 12 weeks from someone else dealing with my contract. This has been an awful show of proffesionalism by Holiday ***************** and has only resulted in more lies and disrespect as they have my account locked down and will not fix the problem. They are stealing from me and Im stealing paying monthly payment in good faith. At this point I will do whatever needed to expose the fraud.
Customer Answer
Date: 07/21/2025
The business has not contacted me about this complaint. I had a lady call me about my very first complained that I wrote on there site at the very beginning. However she knew nothing of **** complaint and got upset when I told her I had filed a better business bureau complaint. She said she knew nothing of this situation. All she knew was that I had a complaint made on their on line site last year. She listen to me and said there was nothing g she could do to resolve this complaint. She said that she would have somethimg else looked into and I would recieve a response in 12 weeks from someone else dealing with my contract. This has been an awful show of proffesionalism by Holiday ***************** and has only resulted in more lies and disrespect as they have my account locked down and will not fix the problem. They are stealing from me and Im stealing paying monthly payment in good faith. At this point I will do whatever needed to expose the fraud.
Business Response
Date: 07/24/2025
We have received the second rebuttal complaint filed by *****************
We have reviewed each of Owners allegations and previously responded with specificity addressing each of the issues raised in his complaints. As no new information has been presented, we stand by our previous responses, and our position remains unchanged.
We restate that if Owner would like to remove the use restriction on his accounts,he will be required to bring his accounts current. We encourage Owner to contact the ********************************************** at ************** for assistance in that regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Initial Complaint
Date:06/10/2025
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.
I was contacted by Holiday Inn Club Vacations and pressured into purchasing a 3-night, 4-day package for $199. I paid for this on 25 March 2024 but there was no mention of an expiration date. I recently received an email stating the package had expired but I had 30 days to request an extension. I called today, 10 June 2025, and they offered to extend the package for 6 months for an additional $59 or for 12 months at $109. I refused and asked for a refund. They stated the refund window closed 20 days after the initial sale, which was never disclosed to me. So, they have received $199 and have not provided any services or goods to me and refuse to refund my money. This is an intentional misrepresentation or concealment of a material fact made to deceive another party, resulting in harm or financial loss, aka FRAUD.
Business Response
Date: 07/02/2025
BBB Case # 23451834
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to ensure 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 Mr. ********* regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the Complaint with him.
Sincerely,
/s/***** ******
***** ******
Manager-Paralegal
Holiday Inn Club Vacations Incorporated

Customer Answer
Date: 07/02/2025

Complaint: 23451834

I am rejecting this response because: As of today, 2 July 2025, no one from Holiday ***************** has contacted me via email or phone to discuss any terms. Their response is an outright lie; a false representation of the facts. I am available to engage with them but there have been no communications received by me from them. I challenge them to provide any evidence of their alleged communications and 'mutually acceptable" response I allegedly provided to them.

Sincerely,

****** *********, cell: ************, email: *****************************
Business Response
Date: 07/02/2025
Greetings,
We have received Mr. *********** rejection of our response, and we appreciate another opportunity to respond to Mr. *********** follow-up concerns.
Upon review of our files, we find that we sent Mr. ********* an email, to the email address Mr. ********* provided in his Complaint, advising our response to his request for a refund attendant to the mini vacation he purchased. Based on the foregoing, we affirm that a mutual resolution was reached. For reference, I have attached the supporting documentation which includes a PDF version of the email sent to Mr. ********* and the letter attached to the email.
Because sometimes emails may be delivered to Spam or Junk folders, which is outside of the Company's control, we recommend Mr. ********* check those folders for receipt of the email communication sent to him.
Sincerely,
***** ******
Manager-Paralegal
Customer Answer
Date: 07/02/2025
I responded to BBB as soon as I received the email however, approx 1 hour later I received another email from Holiday ***************** (specifically from ***** ******) with an affirmation that they would be refunding me the $199 in question. I am now willing to accept those terms and proceed with closing out this complaint. I greatly appreciate the assistance of the BBB in correcting this wrong executed by Holiday Inn against me.
Customer Answer
Date: 07/08/2025

Better Business Bureau:

I responded to BBB as soon as I received the email however, approx 1 hour later I received another email from Holiday ***************** (specifically from ***** ******) with an affirmation that they would be refunding me the $199 in question. I am now willing to accept those terms and proceed with closing out this complaint. I greatly appreciate the assistance of the BBB in correcting this wrong executed by Holiday Inn against me.

Sincerely,

****** *********
Initial Complaint
Date:06/08/2025
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 purchased two timeshares from Holiday Inn and are now trying to terminate both contracts. Recently, the company held a meetingwithout our involvementwhere they decided to terminate one of the timeshares, claiming it wasnt being used often enough. That timeshare had already been paid off in full. They ended the contract without our input and provided no compensation.However, they are now refusing to terminate the second timeshare because we still owe a balance on it. We feel this is unfair. If they can unilaterally cancel one contract for their own reasons, they should be willing to cancel the other one at our requestespecially since we're the ones financially impacted.Were approaching retirement and will soon be living on a fixed income. The fees on the timeshares are higher than we were led to believe. Holiday Inn has made a significant amount of money from us over the years, and now we feel taken advantage ofespecially since one of the timeshares is no longer even usable.Were asking for a fair resolution: the termination of the second timeshare contract, just as they did with the first.
Customer Answer
Date: 06/23/2025
The last contact I had with the business was when I sent them a letter, which was received June 2, 2025. (attached)
The last contact I had FROM them was when they responded to my complaint via *****, on May 28, 2025 (attached)
Business Response
Date: 07/07/2025
Please see attachment for the Company's formal response to the complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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