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

568 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:07/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family and I stayed at this resort 7/12/2024 - 7/14/2024. Unit *****. We paid $573.02 for a 2 bedroom villa to celebrate our 5-year old's birthday. We got to the resort after work to check in at about 7:20pm, this is where the problems started. It took us almost a full hour to check in as the line was very long with not nearly enough people working check in. It took us about 40 minutes to get through the first line, where we were then directed somewhere else to get our room keys and parking passes. Once we finally got to our room (almost missing our dinner reservation it took so long) we were immediately concerned as there was not only trash, but also dirty comforters/sheets outside of the door. We were concerned that the room wasn't cleaned. Upon walking in, the room appeared clean, but whoever cleaned it had left piles of trash and dirty comforters/rags outside of the door to enter. As we all walked into the room, one of the workers popped INTO our room to say that they didn't know that anyone was checking in that day and to be careful as the floors were wet and would take time to dry. He was not exaggerating as for some reason the carpets were wet (and remained wet/damp well into the next day). Attached is a just one photo we took at the room, which also shows mold and water damage on the ceiling. We were extremely disappointed but simply didn't have the time to request another room as just checking in took about an hour. Before this, the lady giving us our parking passes told us about the timeshare presentation we could attend the next day for $200 to use at the resort. I decided to attend, and she stated it was 90 minutes long and that $30 is held/charged if you don't show up. I show up the following morning and that also has a line. Long story short, the "90 minutes" turned into over 2.5 hours I had to sit through someone trying to sell me on a time share, and I couldn't leave, or I would be charged the $30. All in all, extremely disappointing visit.
Business Response
Date: 08/09/2024
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 confirm that **************** stayed at the ******** Orange Lake Resort located in *********, ******* (the Resort) from July 12, 2024, through July 14, 2024. At the time of check-in, our ******************** extend an invitation to **************** to attend the ******** timeshare presentation. Please note that the duration of our presentation is approximately ninety (90) minutes, the actual duration of which will depend on a prospective purchasers level of interest and questions asked. **************** agreed to the terms of the promotion, was charged a $30 tour deposit onto her reservation folio and was advised that the deposit would be credited back to her folio after the completion of the sales presentation. **************** ultimately elected to attend the presentation and elected to forego purchasing a timeshare interest. Notwithstanding the foregoing, it should be noted that attendance at the ******** timeshare presentations is strictly voluntary. If **************** does not wish to attend additional timeshare presentations in the future, she is welcome to decline any promotions, invitations, and/or incentives offered to her in exchange for her attendance and she will not be assessed any charge in connection therewith. To the extent that **************** participates in one of the ******** marketing promotions that offers incentives in exchange for attendance at a timeshare presentation, she will be required to attend the presentation in order to receive the proffered incentives and a refund of any deposit paid in connection therewith.
*************** expresses displeasure with the length of time it took to check-in to the Resort. Check-in times vary and while we do our very best to check-in guests in a timely fashion, sometimes check-in at the resorts may take a little longer than anticipated. To the extent that Ms. ******* check-in experience did not meet her expectations, we sincerely apologize.
*************** also expresses dissatisfaction with the accommodations she received. We sincerely apologize to **************** to the extent that the Company has failed to meet her expectations in this regard. Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests.If ever there is an area that is not to the quality standard we strive to provide, once brought to our attention, we endeavor to correct the areas that need improvement right away. We recognize that this was not Ms. ******* experience, which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis. In the interest of good customer service, the Company is agreeable in this instance to ***************** request to issue her a refund of her stay, in the amount equal to $573.02 to be credited to the credit card that was left on file in connection with Ms.******* reservation. The refund was issued on August 8, 2024; however, to the it may take several business days for **************** to see the credit reflected on her statement. To the extent **************** does not see the credited refund within ten (10) business days, we ask that she contact the ******** Legal Department directly at *********************************************.
We value Ms. ******* feedback about her experience at the Resort, and we hope to provide her and her family with a better experience in the future.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 08/10/2024

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:07/15/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fraudulent Vacation Agreement that I put a deposit on July 2023, and now the resort has removed my name and won't speak with me. They are demanding payment from my friend who had no part in this agreement.
Initial Complaint
Date:07/15/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sequieta Young & ******************************* ****************** *********************** ************ ************ *************************************************************************** Acct. Number: ******* To Whom This May Concern,The reason we are requesting a cancellation for our Timeshare contract with your company is because of lack of availability where we want to travel to when we want to travel.Most importantly, changes were made to my original location and I had no resource but to accept what was given to me. The maintenance fees increase every year without any benefits to us. We were told we purchased at a certain location that would be our home location only to find out that was untrue when they moved us to the new location.*********,Sequieta ***************************************
Customer Answer
Date: 07/23/2024
March 9, 2024
Business Response
Date: 08/16/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************** and *****************. We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that ************** entered into her first purchase transaction with the Company on October 30, 2020, at which time she purchased an annual standard beneficial interest in the Orange Lake Land Trust (the 2020 Ownership). The 2020 Ownership entitled ************** to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Please note that ****************** did not jointly purchase the 2020 Ownership with **************. Later,on January 10, 2022, ************** elected trade in the ******************************************************************************* the Orange Lake Land Trust with ****************** (the Active Ownership). The Active Ownership entitles ************* and ****************** (hereinafter, Owners) to ******* Club points per annum.
Availability.Owners express dissatisfaction with lack of availability. Please note that Owners may utilize Club points to secure reservations at any of the Companys thirty (30) resort locations. In addition, Owners may utilize Club points to secure (i) reservations at thousands of ***************************** (IHG)branded hotels and resorts worldwide through the Companys affiliation with IHG, (ii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iii) discounts on airfare, car rentals, cruises,and more, through the ********************** program. In connection with the Companys resorts, Owners may secure reservations in any available unit, at any resort, during any time of year, provided their financial obligations are current, and further provided that they have the requisite number of Club points in their account for the desired reservation. Please be advised that it was fully disclosed to Owners at the time of purchase that all reservations,including accommodations made available through IHG, and RCI, are subject to availability on a first-come, first-served basis and if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation. Because all reservations are subject to availability, it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially peak travel seasons.
Upon review of Owners use history, we find that four (4) reservations were completed under the 2020 Ownership and three (3) reservations were completed under the Active Ownership. Additionally, we find that Owners deposited ****** Club points to IHG, where points-so deposited never expire. Notwithstanding the same, to the extent Owners require assistance with utilizing their Club points,we encourage them to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that because Owners account is currently delinquent, their account is subject to use restriction and Owners will be unable to secure reservations until such time they bring their account current.
Maintenance Assessments. Owners express dissatisfaction that their maintenance assessments have increased. Please be advised that all payment obligations attendant to Owners purchase were fully disclosed to Owners in writing at the time of sale. Additionally, the governing documents applicable to Owners purchase clearly discloses that the maintenance assessment obligation is on-going and the fact that it is subject to increase.The Associations strive to keep maintenance assessments as low as possible,however, there are factors that are outside of our control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases to real estate taxes that impact these fees. We will continue to work with the Associations to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.
Rightsizing Project. The Company recently announced the start of a multi-phased project centered on improving and right-sizing certain former Silverleaf resorts, which based on occupancy and use, have more supply than owner and renter demand (the Project). It should be noted that owners who purchase Orange Lake Land Trust (Trust) timeshare interests are assigned a resort for inventory management purposes. Upon purchasing the Active Ownership, Owners were assigned the ************** Resort which allowed them to book at the resort thirteen (13) to ten (10) months in advance (i.e., the Resort Access booking window); however, Owners were not required to book accommodations at that resort and may book accommodations at any of the Companys resort locations within the Open Access booking window (i.e., ten (10) months in advance). It should be noted that the ************** Resort Club (the Association) held a vote for the members of the Association to terminate the timeshare plan for the ************** Resort, which vote was successful in April 2024. Owners, like Owners, whose timeshare interests are assigned a resort that will be impacted by the Project, have the option of reassigning their timeshare interest to a different resort in order to retain their Resort Access booking window in a different resort owned by the Company. Impacted Trust owners who refuse to change their assigned resort will simply lose their Resort Access booking window; however, these owners will still be able to utilize their Trust ownerships for travel at any of the Companys resort locations during the Open Access booking window. Our records show that Owners were provided information regarding the Project and subsequently elected to reassign their Resort access to the Holiday Hills Resort. Please note that in order to effectuate such change, Owners were provided an Addendum to Holiday ******** Exchange Program Membership Agreement for their review and execution.Our records confirm that Owners executed the same in July 2023. To the extent Owners did not wish to change their assigned resort, they could have elected to forego executing the above referenced agreement.
Cancelation.Owners request that the Company cancel the Active Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Active Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company. As such, Owners are not entitled to contract cancelation. However,in the interest of good customer service, we are willing to extend Owners a one-time offer to transfer the Active Ownership to the Company, without a refund, pursuant to a Deed in Lieu of Foreclosure (***), which will allow Owners to relinquish their rights to the Active Ownership and relieve them of the outstanding obligations in connection with the same. The **** once properly executed, returned to the Company, and recorded in the real property records,will transfer the Active Ownership from Owners to the Company, and once completed will relieve Owners of any future obligations applicable to the same.Please note, however, that the execution and recording of the *** may have an impact on Owners credit.
If Owners would like to proceed in this regard, we ask that they please contact the undersigned at *********************************************,so that we can cause the *** to be generated for Owners review and execution.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:07/12/2024
Type:Billing 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.
********************** have taken two registration fees from my account 6/18 told will refund .. then on my reservation 6/25 my family arrived to **** , mildew room 319 and moved to 305 . And promised refund for that night never given. My account show an alert on log in for two registration fees and multiple calls still lot of excuses and delays
Business Response
Date: 08/08/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ****************** (Owner).We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner currently owns one (1) biennial timeshare interest at The Villages Resort located in *****, ***** (the Ownership) that she previously purchased from ********** Resorts, LLC (Silverleaf) in January 2006. As your office is aware Silverleaf was acquired by an affiliate of the Company in May 2015. Owner has not made any direct purchases with the Company following the acquisition.
Owner is expressing concerns regarding recent Bonus Time reservations that she booked and/or completed at our *********************************** located in ******, ***** in June 2024. We sincerely apologize to Owner regarding the condition of the accommodations she received and the delay she experienced in connection with receiving assistance. Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests and owners. If ever there is an area that is not to the quality standard we strive to provide,once brought to our attention, we endeavor to correct the areas that need improvement right away. We recognize that this was not Owners experience,which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis. Upon review of our records, we find that Owner previously expressed these concerns to the Company and that Owner was refunded her Bonus Time reservation fees for (reservation numbers ******* and ******* in Owners attachment) a cumulative total of $108.26. The Companys agents contacted Owner on August 5, 2024, at which time she confirmed to have received the refund. To the extent Owner requires additional assistance with respect to her reservations, we recommend that she contact a Vacation Counselor at ************* for assistance in that regard.
We value Owners continued relationship with the Company, and we hope to provide a better experience for her in the future.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:07/11/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern,We are writing to express our frustration with the sales team and management of Holiday Inn Vacations Timeshare. We feel deceived by the lack of disclosure and misleading information during the sales process.We were led to believe our timeshare would provide access to numerous vacation resorts, both nationally and internationally. Instead, we discovered only 14 states have Holiday Inn-owned resorts, and other locations require costly exchanges through RCI. We were promised our ****** points would grant us two weeks annually at various Holiday Inn resorts, but in reality, we were offered only a few days with additional daily fees.The cost of the timeshare, nearly $200 a month, combined with additional expenses for RCI resorts, has been financially burdensome. A recent review meeting turned out to be another sales pitch rather than a genuine assessment of our package. Our concerns about booking limitations and extra fees were dismissed, and we were pressured to buy more points.We were also not informed about mandatory meetings every time we book a resort or that we would continue to pay annual fees even after paying off the timeshare. This information was withheld during the sales process.Given these omissions and misrepresentations, we request the cancellation of this timeshare. We believe we were misled and taken advantage of, and we seek a fair resolution.Thank you,*********************** and *******************
Business Response
Date: 08/29/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. **** and ************* (Owners). We appreciate the opportunity to respond to your concerns set forth therein.
Owners entered into their transaction with the Company on July 17, 2021, at which time they purchased an annual standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Mandatory Presentations. Owners claim that they were required to attend the Companys timeshare presentations while on vacation. Please note that the ***************************** often extends offers to prospective purchasers and owners to attend the Companys timeshare sales presentations. Prospective purchasers and owners are provided clear disclosure of all terms and conditions of each marketing offer, including without limitation, any incentives they may receive in connection with said offer, and that the purpose of said offer is for the purpose of soliciting the sale of timeshare interests. Owners are under no obligation to participate in the ****************** promotions and are welcome to decline any invitations extended to them in connection therewith.
Furthermore, while it is the case that the Companys sales consultants are enthusiastic about vacation ownership,they do not force or otherwise pressure prospective purchasers into purchasing timeshare interests. Nor do they prevent prospective purchasers from leaving the sales center without making purchases. If Owners do not believe the offers presented are a good purchase at the right price, they are welcome to decline the same, just as Owners did during an October 2022 presentation.
Club Benefits. Owners claim that they were told they could travel nationally and internationally. This is accurate. As members in our Club program, Owners have the flexibility to use their Club points at any of the Companys thirty (30) resort locations, which number includes the Companys four (4) resort locations in ******. In connection therewith, Owners may book reservations in any available unit during any time of year, provided that (i)they have the requisite number of Club points for the desired reservation(s),(ii) their financial obligations are current, and (iii) they abide by their booking windows. The number of Club points needed to confirm a reservation is subject to various factors, such as, resort, season, unit type, unit size,length of stay, day of the week, etc. Owners have access to a Member Guide which provides a breakdown of exactly how many Club points are required to book reservations at each of the Companys resorts, broken down by these factors. It should be noted that more Club points are required to secure reservations in larger accommodations during peak seasons than to secure reservations in smaller accommodations during non-peak seasons. Likewise, weekend reservations require more Club points than mid-week reservations. To the extent Owners were attempting to book a week-long reservation during high season travel dates, in a larger unit size, and/or in popular resort destinations, they may have been advised that the Club points they have available are not sufficient to confirm their desired reservation. Owners have various options to secure week-long reservations at various resorts such as *************************************************************************, ****************** Resort, etcetera. Owners also have access to our MAXtime program, which features deeply discounted vacations to our resort destinations that we offer exclusively to Club members. If Owners secure reservations through the MAXtime program their Club points can go further. Furthermore, while our sales consultants do provide owners with real time examples of reservations that can be secured through the use of Club points and the number of Club points required to secure such reservations, they do not guarantee that an owner will have a sufficient number of Club points to satisfy all of his or her travel requirements for each desired reservation, as how far an owners Club points will extend is entirely dependent on how the owner elects to utilize his or her Club points.
In addition to being able to secure reservations at the Companys resort locations, Owners may also utilize their Club points to secure reservations at thousands of resorts and hotels worldwide through the Companys affiliations with IHG and RCI. Owners may also use their Club points through our ************* program for car rentals, airfare, cruises and more. Please note that confirming a transaction through our ************* program for airfare or car rentals is subject to factors such as the then-current rates, which rates are set by the airlines and car rental companies and not the Company. Similarly,the number of Club points required to book reservations through IHG and RCI are set by the respective exchange company and fluctuate based on the hotel/resort brand, season, occupancy rates, day of the week, length of stay, size of accommodations and a host of other matters wholly outside of Companys control.Owners were also advised that the Last Call Vacation Program is a program operated by our exchange affiliate, RCI. Last Call Vacations are last minute week-long getaway offers for unbooked accommodations that are available to confirm within 45 days of check-in, which prices are set by RCI and do not require the expenditure of points.
Ultimately,Owners may elect to utilize their Club points in a number of ways, and they are under no obligation to purchase additional Club points from the Company. Upon review of our records, we find that Owners have not utilized their Ownership. Notwithstanding the same, if Owners require assistance on how to utilize their Club points to its fullest potential, we recommend that they contact one of our vacation counselors by calling **************, and someone will be more than happy to assist. It should be noted, however,that because Owners account is currently delinquent, their account is subject to use restriction and Owners will be unable to secure reservations until such time they bring their account current.
Fees.Owners claim that the Company failed to disclose fees in connection with their Ownership. We dispute this claim. All fees attendant to the Ownership were fully disclosed at the time of purchase. Please be advised that the purchase documentation executed by and provided to Owners at the time of purchase fully discloses the financial obligations associated therewith. Prior to contract documents being generated, Owners were presented with a one-page ******** Proposal, which set forth the main financial terms of the Ownership, including,without limitation, the purchase price, down payment, amount financed, monthly payment, maintenance assessments, term of loan and interest rate. It was only after Owners signed the ******** Proposal confirming their agreement to these terms that the contract documents were prepared for their execution. The Membership Agreement, Owner Clarification Form, and the Sales Pre-Confirmation Checklist, all clearly disclosed the then-current amount of the annual assessments and annual Club membership fees applicable to the Ownership. Owners received full disclosure that (i) the maintenance assessment obligation is on-going and the fact that it is subject to increase, and (ii) they will be required to remit annual Club dues in order to maintain their membership in the Club. Similarly, the reservation fees and exchange fees were also fully set forth in the Sales Pre-Confirmation Checklist Owners executed. 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.
Cancelation.Owners request that the Company cancel the Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company.As such, Owners are not entitled to, or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same.
Ownersaccount is delinquent. To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling **************, to ascertain what options may be available to assist them with bringing and maintaining their account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:07/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Urgent Request for Timeshare Cancellation - To Whom It May Concern,We are writing to demand the immediate cancellation of our timeshare contract under Membership ID: ******* with **************** Inn Vacations Club in Orlando, ********Despite our initial disinterest, we were coerced into a four-hour presentation. The sales representative used manipulative tactics, and the promises made during this presentation have proven false.We faced significant difficulties booking a stay during the holidays, contrary to the unrestricted access promised. Additionally, the *** portal prices for international vacations were higher than those available through other means. A friend in real estate revealed that our "investment" is a financial burden, with escalating fees and no real property ownership.Given the discrepancies and misrepresentations, we demand the cancellation of our timeshare contract. We expect the return of our deposit and all payments made. Please provide written confirmation of the cancellation and refund process.We await your prompt response.Sincerely,****** and ***********************
Business Response
Date: 08/20/2024
Please see attachment for the Company's response to the complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 08/21/2024

Complaint: 21973226

I am rejecting this response because: Our complaint was based on our experience and the tactics the company representatives used. We have also made multiple calls to the company to schedule vacations and they said we didnt, which leads me to believe that they dont truly know what is happening with timeshare presentations.

Sincerely,

******/***********************
Business Response
Date: 08/30/2024
We have received the rebuttal complaint filed with your office by *** and ************ (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their complaint.
Owners claim that they previously contacted the Company for assistance with booking reservations. At this time, we maintain that we are unable to locate a record of Owners contacting the ************************ for assistance with booking reservations.
Upon receipt of Owners newest complaint, we again conducted a thorough investigation of Owners account and re-verified that their contract documents were duly executed and that they received all requisite disclosures applicable to their purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate their claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,

HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:07/10/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep concerns and dissatisfaction with the recent interactions I had with Holiday Inn Club Vacations, specifically regarding a meeting at Orange Lake Resort In 12/2022. We are owners with Holiday Inn for over 33 years, including Orange Lake, which has become a cherished destination for us. However, my recent experience at the ************ meeting with ************** **** from your Sales Team has profoundly shaken our trust in your company. I emphasized to Mr. **** that any decisions regarding our accounts must be communicated and approved by my mother, ******************************, who holds the primary ownership. Mr. **** proceeded to present offers aimed at consolidating our accounts into a new package, promising benefits and cost reductions. He persisted, and feeling pressured and considering the promise to eliminate a looming $20,000 payment due in May 2023, I reluctantly agreed. Contrary to our explicit request, Mr. **** split our three previous accounts into two, failing to consolidate them as agreed upon. Moreover, he assured me that my mother would be informed and consulted about the equity transfer and contractual changes, assurances that were never fulfilled. As a result, my mother was left uninformed about significant alterations to our accounts, including a substantial increase in monthly payments to $1,862 and an annual maintenance fee of $11,000 over a ten-year term. My attempts to rectify the situation were met with silence and neglect from Holiday Inn Vacations. Subsequent efforts to clarify and resolve the issue through letters and personal visits to Orange Lake Resort were similarly disregarded. This entire ordeal has not only jeopardized our financial stability but has also caused significant emotional distress and health concerns for my family. We feel deeply betrayed and manipulated by Holiday Inn Club Vacations.
Business Response
Date: 08/20/2024
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 have reviewed our records for Mr. ******** accounts. Upon review, we find that while Mr. ******** parents have owned several timeshares with the Company between 1990 and 2022, ****************** has not owned with the Company for 33 years.Instead, ****************** did not directly own with the Company until 2021 when his mother *********************************, added him to her existing contracts. Later, on December 9, 2022, ****************** elected to attend the Companys timeshare presentation. At that time, his family owned the following contracts:
Contract # *******: An annual Signature timeshare interest at Orange Lake Resort located in *********, *******. Owned by *************************** (deceased) and *********************************.

Contract # *******: An annual Standard beneficial timeshare interest in the Orange Lake Land Trust. Owned by ********* and ***********************.

Contract # *******: An annual Signature beneficial timeshare interest in the Orange Lake Land Trust. Owned by *********************************.
The above referenced contracts (hereinafter, the Existing Ownerships) provided a cumulative point allocation of ******* points per year in the Companys points based exchange program, the Holiday **************** At the conclusion of the presentation, ****************** elected to augment his familys ownership portfolio by trading in the Existing Ownerships and applying the accrued equity therein towards the purchase of two (2) annual Standard beneficial timeshare interests in the Orange Lake Land Trust which entitles him to a cumulative ********* Club points per annum (the Active Ownerships). However, in order to complete this transaction, ********************************* was required to sign equity transfer forms, and Warranty Deeds, agreeing to allow her son, *************************** (hereinafter,Owner), to utilize the equity of the Existing Ownerships towards the purchase of the Active Ownerships. Our records show that ****************** arrived at the ********************* on December 26, 2022, to execute the necessary documentation. In connection therewith, ****************** agreed to relinquish her rights to the Existing Ownerships. As such, our records show that ****************** is no longer an owner with the Company, nor currently listed as a co-owner on any of Owners Active Ownerships. To the extent that ****************** had any questions or concerns related to the documentation and/or the changes to the Existing Ownerships, she had the opportunity to ask the same at the time of the December 26th meeting and/or could have refused to execute the documentation. Notwithstanding the foregoing, to the extent Owner wishes to add ****************** as a co-owner to the Active Ownerships, he is welcome to contact our ****************************** via email at ****************************************************.
Owner claims that by purchasing the Active Ownerships, he was promised that the accounts associated with the Existing Ownerships would be consolidated and his financial obligations reduced. Owner further claims that the financial obligations were not adequately disclosed. These assertions are inconsistent with all of the documentation executed by Owner at the time of sale. At the time of purchases, Owner met with a ***************** Officer who reviewed with him the details of his purchases to ensure that he had a full understanding of the terms and conditions associated with the purchase of the Active Ownerships. In connection therewith, Owner executed,without limitation, a Purchase Agreement, Promissory Note, Loan Application,Closing Disclosure and a Mortgage, all of which clearly disclosed the financial obligations attendant thereto as well as the fact that Owner agreed (i) to finance each purchase over the course of a 120-month term, and (ii) to the annual maintenance assessment obligation associated with each purchase. Owner also executed the Holiday ******** Exchange Program Membership Agreement which clearly discloses that he would be leaving the sale with two (2) new contracts enrolled in the Club following his purchase of the Active Ownerships. Owner most certainly did consolidate his familys three (3) contracts by trading the same for the two (2) Active Ownerships. Additionally, our sales consultants are enthusiastic about vacation ownership and the benefits afforded through our Club. They make suggestions to owners regarding how augmenting their portfolios might be of interest to them. They do not, however, force or mislead owners to augment their ownership portfolios. If Owner did not believe that his purchases constituted good purchases at the right price, he was under no obligation to consummate the purchases and was welcome to leave the sales center without making a purchase, just as many other prospective purchasers do each day.Additionally, at the time of purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist to identify his primary reasons for purchasing the Active Ownerships. Owner identified, Elite Status, More Points, and Benefits, Perks, and Services. It should be noted that Owner did in fact gain such benefits upon purchasing the Active Ownerships. As such, we dispute Owners assertions that the terms of the purchase transaction were misrepresented or that he was pressured to purchase the same as his reasons for purchasing reflect otherwise.
Owner further claims that he previously contacted the Company regarding his concerns but that his concerns were met with silence and neglect. Our records reflect otherwise. Firstly, we can confirm that our sales team contacted Owner via telephone call on March 12, 2023, to discuss his concerns. Later, on April *******, Owner met with a sales member in person to discuss the concerns again.Thereafter, we can confirm that Owner mailed letters to the Company containing similar grievances. In connection therewith, our *************************** mailed two (2) written responses to Owner. Additionally, we find that our ******************* spoke with ****************** on June 26, 2024, regarding her concerns with the December 2022 purchase transaction. At that time the agent offered to go over the latest correspondence received and the details of the purchase transaction. ******************, however, elected to hang up the telephone call. Thereafter, our ******************* and ************************************* made several attempts in contacting Owner to discuss his account;however, they have been unsuccessful in reaching Owner.
Owner requests cancelation of the Active Ownerships and a refund of monies paid. We are unable to substantiate Owners claims of wrongdoing in connection with his purchase of the Active Ownerships. Also, our records show that the applicable rescission periods have expired, and that Owner has outstanding financial obligations owed to the Company. As such, Owner is not entitled to, or otherwise eligible for, contract cancelation or a refund of monies paid. We therefore respectfully decline Owners request for the same. Please note,however, that once Owner has satisfied the mortgage obligations for the Active Ownerships, he may contact the Companys ******************* to request account cancelation. In recognition that circumstances change over time, the Company allows owners who have satisfied their mortgage obligations and who are current on all other financial obligations, the ability to surrender their ownerships,without refund, through the Companys Horizons Program. Because Owner has outstanding mortgage obligations owed to the Company, his accounts are not eligible for cancelation through the Horizons Program at this time. Once Owner satisfies his mortgage obligations, he is welcome to request cancelation through Companys Horizons Program by contacting the ******************* by calling **************, or by visiting the online website at www.orangelake.com/horizons.
Owners accounts are delinquent. To the extent that Owner is facing a financial hardship, we encourage him to contact the Companys ************************************* by calling ************, to ascertain what options may be available to assist him with bringing and maintaining his accounts current.
Sincerely,

HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 08/20/2024

Complaint: 21969812

Dear BBB Representative,

I am writing to formally rebut the response provided by Holiday Inn Club Vacations Incorporated concerning my complaint, and to request that my case be reviewed again.

The Companys response contains several inaccuracies and omissions that significantly impact the fairness and accuracy of their decision. I wish to address these concerns in detail: Misrepresentation of ****************************** states that I have not owned with them for 33 years, but this is irrelevant to my complaint. My concern is specifically related to the misrepresentations and issues surrounding the contracts I entered into in 2022, not the length of my family's previous ownership. Consolidation and ********************************* asserts that the consolidation of contracts and the associated financial obligations were clearly disclosed. However, my claim is that the consolidation did not meet my expectations as promised during the sales presentation. The documentation provided does not adequately reflect the true nature of the financial obligations I would assume, including additional costs that were not clearly communicated. Claims of Misleading Sales Practices:I was assured that consolidating the contracts would reduce my overall financial burden. Contrary to what the Company claims, I was not informed about the full scope of the new financial commitments. My request is not solely about understanding the documents I signed, but about the discrepancy between the sales promises and the actual terms. Inadequate Response to ******************************* mentions several communications attempts but does not address my assertion that these responses were either insufficient or ignored my specific concerns. The follow-up communications failed to resolve the issues I raised, and I feel that these were not adequately handled. Current Financial Hardship and Cancellation:I am aware of the terms of the Horizons Program, but my immediate concern is the fairness of the process that led to the current situation. I am requesting a reevaluation of my complaint, not just information about the cancellation program. My primary request is for a fair resolution based on the misrepresentations made and the discrepancies in the financial obligations. Given these points, I respectfully request that the BBB re-evaluate the case considering the inaccuracies in the Companys response and the unresolved issues regarding the fairness of the transaction. I am seeking a thorough review and appropriate resolution to this matter, including but not limited to potential adjustments to my financial obligations and a fair assessment of the misrepresentation claims.

Sincerely,

***********************
Business Response
Date: 08/30/2024
We have received the rebuttal complaint filed with your office by ****************** (Owner). We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his complaint.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners accounts and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchases,including without limitation, all financial obligations thereto and instructions on how to timely request cancelation of his contracts within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by Owner, and because we could not substantiate his claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 09/04/2024

Complaint: 21969812

I am rejecting this response because: Thank you for your response to my concerns regarding the recent issues with my accounts. I appreciate the time you have taken to investigate and address my complaint. However, I must express my continued dissatisfaction with the resolution provided. While your response indicates that all documentation was in order and properly executed, it does not address the core issues I have raised: Lack of Communication and Consent: Despite my clear instructions that any decisions regarding our accounts must be communicated and approved by my mother, ******************************, these instructions were not followed. Mr. *********************** failure to consult her directly about significant changes and his failure to consolidate our accounts as promised remain unresolved. Discrepancies in ******************* The split of our three previous accounts into two and the substantial increase in our financial obligations were contrary to what was initially promised. This discrepancy has led to an unexpected increase in our monthly payments and annual maintenance fees, which was not communicated effectively. Inadequate Response to Rectification Attempts: My efforts to resolve these issues through letters and personal visits have not been met with adequate responses or solutions, leaving my family in a difficult financial situation and causing significant emotional distress. Given these unresolved issues, I request a detailed review and reconsideration of the following actions: Full Consolidation of Accounts: As per our initial agreement, please ensure that our accounts are consolidated into the agreed-upon package. Clarification and Adjustment of Financial Terms: Review and adjust the financial terms to reflect what was originally promised, including rectifying the increased monthly payments and maintenance fees.
Direct Consultation with Primary Owner: Ensure that any further decisions or changes are communicated directly to my mother, ******************************, for her approval. Compensation for Emotional and Financial Distress: Consider compensation for the distress and financial strain caused by the mishandling of our accounts.

Sincerely,

***********************
Initial Complaint
Date:07/09/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,This is our second attempt at canceling our timeshare due to the misleading and fraudulent sales practices of your establishment.During your sales pitch, we were lied to by the sales *** in many ways. We asked if we would be able to sell back the timeshare at any point and were told that we could, that was a lie. They also did not inform us of the yearly maintenance fees added to the price of the timeshare that have been increasing by an enormous amount making the price unbearable. We were told we could rent or sell our points, only to later find out that this was also a lie.Trying to navigate your system to book a trip is not easy, so we called to be helped through the process. Unfortunately, we found that the ***resentatives that tried to help us were just as confused. We have not been able to book anything and it is extremely difficult to make a reservation. We have also read a lot of the negative reviews from other dissatisfied timeshare owners which lets us know that we are not alone in this unfortunate situation.Your sales ***resentatives lied to us to try and get a sale and when we finally caved into their deceptive ways, we found that we could not use what we have been paying for.We order to be let go of our contractual obligations and cancel our agreement with your company.Sincerely,***** and *************************
Business Response
Date: 08/02/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and ********************* (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Owners entered into their transaction with the Company on February 11, 2022, at which time they purchased an annual standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Rental / Resale. Owners claim they were advised that they could rent/sell their Club points and that the Company would buy back their Ownership if they no longer desired to retain the same. Please note that the Company does not have a rental program for third party rental of Owners Ownership, nor does the Company currently, nor has it ever, offered buy-back and/or resale services. And while Owners may opt to sell or transfer the Ownership to a bona fide third party in accordance with the Companys transfer requirements, and subject to any mortgage(s) placed on the property, the Company does not offer resale services to assist owners in this regard and we do not advise prospective purchasers to the contrary. Furthermore, please be advised that Owners executed a Contract for Sale in connection with the Ownership, which clearly disclosed that:
Purchaser warrants and represents to Seller that the purchase of the Interest is made for Purchasers personal use. Seller makes no representations to Purchaser concerning rentals, rental income, income tax considerations, or investment potential. Purchaser understands and agrees that Purchaser will not receive any assistance from Seller or any of its agents in the rental of accommodations or resale of the Interest.
Similar disclosures were provided in the Owner Clarification Form executed by Owner,which states (i) 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 and (ii) the market for resale of timeshare interests is poorly established.
Maintenance Assessments. Owners claim that the maintenance assessments were not adequately disclosed at the time of purchase. We dispute this claim. All payment obligations attendant to Owners purchase were fully disclosed to Owners in writing at the time of sale. Additionally, the governing documents applicable to Owners purchase clearly discloses that the maintenance assessment obligation is on-going and the fact that it is subject to increase.The Associations stive to keep maintenance assessments as low as possible,however, there are factors that are outside of our control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases to real estate taxes that impact these fees. We will continue to work with the Associations to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.
Booking. Owners claim that they cannot utilize the Club program, claiming that they have difficulty booking desired reservation. Please be advised that Owners may utilize their Club points to secure reservations at any of the Companys thirty (30) resort locations in any available unit during any season and for any length of time,provided they have the requisite number of Club points in their account for the desired reservation and provided their account is current at the time of booking. The sales consultant provided Owners with examples of vacations that can be obtained through our Club program and the point allocations applicable thereto. Owners were also shown and provided with a Member Guide at the time of purchase, which sets forth the exact number of Club points required to secure reservations at each of the Companys resorts, broken down by location, unit size, unit type, season, and day of the week. The Member Guide further provides information on how to access and utilize the Club program. It was also clearly disclosed to Owners at the time of purchase that all reservations are subject to availability and that they may not receive their first vacation choice, such that an alternate selection may be required to confirm a reservation. It is recommended that all owners book their reservations as far in advance as their booking window allows to maximize their options in securing reservations. Our sales consultants do not provide any guarantees that an owner will have enough Club points to satisfy all his or her travel requirements each time he or she decides to travel, as how far an owners Club points will extend is entirely dependent on how the owner elects to utilize his or her Club points.
Owners claim that they have had trouble with the owner portal and with utilizing the Club Counselors to assist with reservations. Our records show that Owners have accessed the owner portal and they have spoken with Club Counselors for assistance with utilizing their Club benefits and booking reservations.Contrary to Owners assertions, we find that Owners have utilized Club benefits to secure one (1) complimentary stay at ************* Country Resort located in ***********, *****. We have many owners who are successful with accessing the owner portal and managing and booking their vacations online. We apologize to the extent that experienced issues when utilizing the Companys website and encourage them to revisit the owner portal once their account has been brought current as the portal is fully operational. We are also disappointed to hear that Owners have had issues with the Companys customer service as we attempt to provide our owners with the best experience possible in this regard. In fact, the Companys Owner Support team was recognized in 2022 and 2023 by ************** for providing ******************************* Experience for phone support, and we will endeavor to exceed Owners expectations in this regard in the future.
Reviews.Owners reference the fact that there are several reviews and complaints posted on multiple forums in connection with the Companys sales process. Please be advised that the Company will not comment on any issues, concerns, or complaints other than those of Owners at this time. It should be noted,however, that the Company has various teams dedicated to reviewing and responding to consumer complaints and that allegations of misrepresentation are taken very seriously. We have numerous controls in place to ensure that prospective purchasers are provided clear and accurate descriptions regarding the terms of their purchases and the performance of our sales and marketing teams is routinely audited. Furthermore, Owners reliance on online complaints has no probative value relevant to Owners claims. The overwhelming majority of the negative reviews and complaints alleging wrongdoing on the part of the Company are authored and published by or at the request of timeshare relief companies engaged in timeshare exit schemes and are wholly devoid of merit.Timeshare exit is a billion-dollar industry and the companies and law firms engaged in such practices routinely fabricate claims of misrepresentation in an attempt to obtain contractual releases from legally binding contracts.Notwithstanding the same, each complaint is afforded a robust review. To the extent wrongdoing is detected, the Company works to address and otherwise resolve the same. However, no wrongdoing was detected in connection with Owners purchase.
Cancelation.Owners request that the Company cancel the Ownership. We deny any wrongdoing on the part of the Company in connection with the sale of the Ownership to Owners.Additionally, please be advised that Owners request is untimely as the rescission period has expired. Moreover, Owners purchase documents are in order containing full and accurate disclosure of the terms of their purchase,signed, and acknowledged by them and agreeing to the terms and conditions contained therein. As such, we find that Owners are not entitled to contract cancelation, and we respectfully decline their request for the same.
Please note that Owners account is currently delinquent. We therefore encourage Owners to contact our ***************************** at ************** to ascertain what options may be available to them at this time in order to assist in bringing and maintaining their account current. Extended delinquencies may ultimately lead to foreclosure.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 08/02/2024

Complaint: 21961776

I am rejecting this response because: Their response was just more of the same bs that we have received by them before before and after we signed. The fact is they mislead you in the sales pitch, pressure you to sign up and give you tons of papers to sign, without allowing the time to read them or have a lawyer go over them. We will never do business with Holiday Inn again. We only wish we had researched the bad reputation of their Time Share and checked out their bad standing with the BBB before we signed up with them. I can assure you the bad reviews they are getting are because of them not living up to the promises, not because a *********************** told them too. I will be writing a bad review on them completely on my own.

Sincerely,

***** And *************************
Business Response
Date: 08/16/2024
We have received the rebuttal complaint filed by *** and ********************* (Owners).We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised the initial complaint.However, we appreciate the opportunity to address Owners additional concerns.
Owners claim that they were pressured into purchasing the Ownership. We dispute Owners characterization of the Companys timeshare presentation as pressured.Please note that our sales consultants are enthusiastic about vacation ownership and the benefits afforded through our Club. They make suggestions to prospective purchasers regarding how vacation ownership might be of interest to them. They do not, however, force or otherwise pressure prospective purchasers to purchase timeshare interests. If Owners did not believe that their purchases constituted good purchases 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, just as many other prospective purchasers do each day. In addition, at the time of purchase, Owners were asked to execute a Sales Pre-Confirmation Checklist and to identify their primary reasons for purchase thereon. Owners identified travel opportunities, signature suites,and [RCI] Last Call Program. As such, we dispute Owners assertions that they were pressured into purchasing a timeshare interest that they did not want.
Owners further claim that they were not given sufficient time to review the contract documents. Please be advised that Owners were required to meet with a ***************** Officer (***) to review the terms and conditions of purchase. The *** then assists the prospective purchaser with the proper executed of the contract documentation. At the time of purchase, the *** allowed Owners as much time as they desired to review the contract documentation and to raise any questions regarding their purchase. Owners were handed each document and controlled the pace by which they reviewed and executed the same. If Owners required additional clarification or additional time for execution, they were welcome to ask questions or to take as much time as they wanted to review the documentation prior to execution. If Owners had advised the *** at the time of contract execution that they did not understand the terms of the purchase, the *** would have halted the sale to address any concerns and/or inquiries. To the contrary, Owners proceeded with executing the required purchase documentation to complete their purchase and affirmatively advised the *** that they (i)understood the terms of their purchase, and (ii) were making an informed buying decision. Owners were also afforded the rescission period by which they could have further reviewed their purchase documentation (with or without an attorney) and to cancel the purchase within the statutory timeframe. Owners,however, failed to exercise this right.
Owners restate their request for cancelation of the Ownership. Upon receipt of Ownersrebuttal, we again conducted a thorough investigation of Owners account and re-verified that Owners received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period.As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 08/22/2024

Complaint: 21961776

I am rejecting this response because: they have all the answers that they use for everyone else filing complaints and trying to get out of this racket. I will do my best to discourage others from falling in to this trap. I also requested tat they release us from this contract using Title in Lieu of foreclosure. They refused even though they said we qualified for it but failed to offer it to us. I confirmed they do offer this to many others. Assuming they thought because of our ages which are 66 and 67 we were not able to research and find that out. Seems like age discrimination to me. To bad a reputable company like Holiday Inn ****** this low!

Sincerely,

***** And *************************
Initial Complaint
Date:07/08/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,We were longtime members of Silverleaf Resort, **** Lodge Getaway, having paid the Promissory Note in full in May 2008. Our home base resort was Hill Country Resort Unit #****, week *************************We are writing to address several concerning experiences since becoming members. We faced high-pressure sales tactics and a lack of transparency from Holiday Inn Club Vacations. We were rushed through contracts without adequate time for review, leading to ***** decisions without proper due diligence.In May 2019, we were forced to attend a mandatory member meeting before check-in, overshadowing our vacation with undue pressure. Additionally, our vacations were frequently disrupted by incessant calls and messages from your company.During the May 2019 meeting, we learned Holiday Inn Club Vacations had acquired Silverleaf Resorts, compelling us to join them with promises of expanded vacation opportunities. However, we faced difficulties booking accommodations and continued to incur maintenance fees for Silverleaf Resort, contrary to promises.The COVID-19 pandemic further highlighted your company's lack of empathy, as resort facilities remained open despite travel and health concerns.The sales process misrepresented the benefits, leading to financial hardship and emotional distress. We request the cancellation of our timeshare contract with Holiday Inn Club Vacations and a refund of any owed money. The terms under which we entered this agreement have been fundamentally violated, rendering the contract null and void.Please provide written confirmation of the cancellation and clear instructions for any necessary procedures.Thank you for your prompt attention to this matter.Sincerely,******** & ****************
Customer Answer
Date: 07/15/2024
The only recent interaction with the business was contacting them to get updated account details. We receive calls from them three to four times a day requesting that we contact them about our account
Business Response
Date: 08/30/2024
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 reflect that Owners purchased their first timeshare interest from Silverleaf Resorts, LLC (Silverleaf) in 2008. Silverleaf was acquired by an affiliate of the Company in May 2015. Following that acquisition, Silverleafs historic thirteen (13) resort properties were rebranded as Holiday Inn Club Vacations locations. In connection therewith, ********** owners were invited to attend sales presentations offered by the Company in order to answer questions that they might have had regarding the acquisition and to inform owners of additional benefits available to them through the Companys points-based exchange program, the Holiday ******** (the Club).
Upon review of our records, we find that on May 24, 2019, Owners checked-in to the Companys Hill Country Resort and at the time of check-in they were invited to attend the Companys timeshare sales presentation, which Owners later attended on May 26th. At the time of the May 2019 presentation, Owners owned one (1)annual fixed-week ownership purchased from **********, which ownership was located at the ************************* Resort in ***********, ***** (the Silverleaf Ownership) entitling Owners to their fixed-week every year. During the presentation, the sales consultant reviewed with Owners at length the difference between the Silverleaf fixed-week ownership and the benefits of the Companys points-based program. At the conclusion of the sales presentation,Owners elected add to their ownership portfolio by purchasing a standard beneficial interest in the Orange Lake Land Trust (the New Ownership)entitling them to ****** Club points per annum. At the same time, Owners also elected to bring the Silverleaf Ownership into the Club, thereby affording them ******* Club points per annum under that ownership. The Silverleaf Ownership and the New Ownership (collectively, the Ownerships), provide Owners with a cumulative annual point allocation of ******* Club points.
Mandatory Presentation. Owners claim that they were required to attend the Companys timeshare presentation in 2019. Please note that the ***************************** often extends offers to prospective purchasers and owners to attend the Companys timeshare sales presentations. Prospective purchasers and owners are provided clear disclosure of all terms and conditions of each marketing offer, including without limitation, any incentives they may receive in connection with said offer, and that the purpose of said offer is for the purpose of soliciting the sale of timeshare interests. Owners are under no obligation to participate in the ****************** promotions and are welcome to decline any invitations extended to them in connection therewith.
Pressure.Owners claim that they were pressured to purchase the New Ownership. We dispute Owners characterization of the Companys timeshare presentation as pressured.Please note that our sales consultants are enthusiastic about vacation ownership and the benefits afforded through our Club. They make suggestions to prospective purchasers regarding how the Club program might be of interest to them. They do not, however, force or mislead prospective purchasers to purchase timeshare interests or owners to augment their ownership portfolios. If Owners did not believe that their purchase constituted 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, just as Owners did during a Company-sponsored presentation in 2017. In addition, at the time of purchase, Owners were asked to execute a Sales Pre-Confirmation Checklist and to identify their primary reasons for purchase thereon. Owners listed more properties to visit, easy conversion, and cost effective. As such, we dispute Owners assertions that they were pressured into purchasing a timeshare interest that they did not want.
Contract Execution. Owners claim that they were rushed to enter into their purchase of the New Ownership. Please be advised that all prospective purchasers meet with a ***************** Officer (***) to review the terms and conditions of purchase. The *** then assists the prospective purchaser with the proper executed of the contract documentation. At the time of each purchase, the *** allowed Owners as much time as they desired to review the contract documentation and to raise any questions regarding their purchase.Owners were handed each document and controlled the pace by which they reviewed and executed the same. If Owners required additional clarification or additional time for execution, they were welcome to ask questions or to take as much time as they wanted to review the documentation prior to execution. If Owners had advised the *** at the time of contract execution that they did not understand the terms of their purchase, the *** would have halted the sale to address any concerns and/or inquiries. To the contrary, Owners proceeded with executing the required purchase documentation to complete their purchase and affirmatively advised the *** that they (i) understood the terms of their purchase, and (ii) were making an informed buying decision. Owners were also afforded the rescission period by which they could have further reviewed their purchase documentation and to cancel their purchase within the statutory timeframe. Owners, however, failed to exercise this right.
Club Benefits. Owners claim that the benefits of joining the Club were misrepresented and that they have had difficulties booking accommodations. Please note that owners who forego membership in the Club, are not eligible for Club benefits or able to participate in the points system offered through the Club, nor are they able to utilize the resorts in the Companys portfolio other than the original Silverleaf resorts through their membership. The only way to avail oneself of Club benefits is to purchase inventory directly from the Company. By joining the Club, Owners may utilize their Club points to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with IHG, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv) discounts on airfare,car rentals, cruises, and more, through the ********************** program.Therefore, Owners did in fact expand their flexibility of how they can utilize their Ownerships. Furthermore, Owners were provided with a Member Guide that provides clear, step by step instructions on how to utilize the benefits available through the Club program. In addition, Owners were provided with the telephone number for our dedicated team of Vacation Counselors who are available to provide additional guidance to owners regarding how to navigate and utilize the benefits afforded to them through the Club. Notwithstanding the same, if Owners require assistance on how to utilize their Club points to their fullest potential, we recommend that they contact one of our Vacation Counselors by calling **************, and someone will be more than happy to assist. It should be noted, however, that because Owners account is currently delinquent, their account is subject to use restriction and Owners will be unable to secure reservations until such time they bring their account current.
***************** to Owners assertions that the Companys remained fully open during the COVID-19 pandemic, in 2020 the Companys resorts were briefly closed in accordance with *** guidelines and local ordinances. As the COVID-19 disease developed, the Company closely monitored the outbreak and on March 13, 2020,the Companys President and CEO sent an email to our ownership base advising that our resorts were currently open and being regularly cleaned with EPA-registered disinfectant products, and that our team members were provided with additional COVID-19 cleanliness guidelines, which guidelines met the Centers for Disease Control (***) best practices. on March 19, 2020, the Company updated its website at www.hicv.com with important COVID-19 updates and resort closures, and on March 30, 2020 the website was updated to advise our owners that we anticipated to close all Company Resorts through May 31, 2020 as a result of the evolving guidance from the *** and other applicable Laws. Prior to the re-opening of the Companys resort network, on May 15, 2020, the Company updated its website introducing the Safe Travels program, which program was committed to higher safety standards. Such safety measures included the use of hospital-grade disinfectant on high-touch surfaces in shared areas, observation of social distancing directives, virtual check-in and contactless check-out, and hand sanitizing stations throughout the resorts, and the use of personal protective equipment by the Companys employees. As such, we deny the assertion that remained open in opposition to the health and safety of our owners and guests. In addition, in recognition that many owners were reluctant to travel as a result of the pandemic, the Company extended the expiration dates of 2019 and 2020 Club points and deposited an additional ****** Club points in the accounts of all owners at the Traditional membership level, including Owners account.
Maintenance Assessments. Owners claim that they have continued to incur maintenance fees for their Silverleaf Ownership. This is accurate.Because the Silverleaf Ownership is active, Owners will remain liable for the remittance of maintenance assessments for so long as they own the same. Please note that the maintenance assessment obligation was fully and clearly disclosed in multiple contract documents executed by Owners at the time purchase. Owners initialed next to Section 5 of the Owner Confirmation Interview explicitly acknowledging their understanding of their then-current maintenance assessment obligation and the fact that dues are subject to increase from time to time.In addition, the governing documents provided to Owners at the time of closing clearly disclosed the maintenance assessment obligation, as well as the fact that it is on-going and that it is subject to increase. The maintenance assessments are based on the annual budget adopted by the **************** who tries to keep these costs as low as possible; however, there are a number of factors that impact the maintenance of the 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 *************** to keep maintenance assessments as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation.
Cancelation / Refund. Owners request that the Company cancel the Ownerships and issue a refund of monies paid toward the same. We are unable to substantiate Owners claims of wrongdoing in connection with their purchases of the Ownerships. Also, our records show that the applicable rescission periods have expired, and that Owners have outstanding financial obligations owed to the Company. And while we are sympathetic to Owners hardships, the same does not absolve Owners of their contractual obligations. As such, Owners are not entitled to, or otherwise eligible for, contract cancelation or a refund. We therefore respectfully decline Owners request for the same.
To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling *************, to ascertain what options may be available to assist them with maintaining their accounts current.
Sincerely,

HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 09/04/2024

Complaint: 21957941

I am rejecting this response because: Seeking a full cancelation of contract

Sincerely,

******** & ****************
Business Response
Date: 09/13/2024
We have received the rebuttal complaint filed by *** and Mrs. ***** (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their complaint.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of their accounts and re-verified that Owners received all requisite disclosures required under applicable law at the time of their purchases, including instructions on how to timely request cancelation of their contracts within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:07/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern, In 2018, my wife ************************************* meticulously planned a trip to ************ in Orlando, *******. We stayed at Orange Lake Resorts, lured by promises of spacious accommodations and proximity to attractions. Unfortunately, the mandatory timeshare presentation exposed us to coercive sales tactics, leading us into a regrettable agreement.The reality of our membership was starkly different from what was promisedhigh interest rates, limited availability, and deceptive practices marred our experience. *******'s dream of cherished family vacations was cut short by illness, and she passed away in 2022.In light of these circumstances and our dissatisfaction, I urgently request the cancellation of our contract and a full refund of all payments.Sincerely,******* and ******* (Late) Constant

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Holiday Inn Club Vacations Incorporated is BBB Accredited.