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

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

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Submit a Complaint

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

Initial Complaint
Date:12/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Every year I try to make a payment on the Holiday Inn site. The link does not work, the link to the business email does not work, the phone number is a series of passbacks and takes an enormous amount of time, which I don't have. It should not be this hard to pay a bill. Asking that the company not only give me a call at ************, but also fix their website. This is the worst way to collect money and they should fix it.
Business Response
Date: 01/03/2024
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 an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Ownership).
Owner claims that she has experienced issues with remitting payment for the Ownership on the Companys website. We sincerely apologize to Owner to the extent she has been unsuccessful in remitting her payment online. Our records show that our ***************************** was able to speak with Owner on December 30,2023, at which time she was assisted with the Companys online payment portal and that she was able to successfully submit payments for her Club dues and Maintenance Assessment obligations. We further find that Owners account reflects as current at this time.
We value Owners continued relationship with the Company, and should she have any additional concerns with regard to billing or remitting payments, we encourage her to contact our ***************************** at **************.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:12/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We would really like to return our timeshare that has been paid in full for many years, that we have not been able to use in many years, and at this stage in life is nothing but a burden to our family. This never really work for us the way they said it would. We did use it a few times and upgraded in 2017 thinking with our kids now grown and out of the house, we would have more opportunities to travel. ; they just would not let us leave and then my wife wanted to do it. Our meetings would go own and own, they would bring in another person to tell us they could do it for this, just kept going. Shortly thereafter, 2 tragedies hit our family. Hurricane ****** came thru ***** and flooded our home which took almost 8 months to get back into due to the widespread and significant damage in the area. After that, ****** was diagnosed with Lewy Body Dementia which only continues getting worse. Traveling will not be possible and I do not want to leave this burden on my kids. I would like to cancel the agreement and if possible obtain a refund for the multiple years weve continued paying without any use.
Business Response
Date: 01/08/2024
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 the concerns set forth therein.
Our records reflect that Owners entered into two (2) separate purchase transactions with Silverleaf Resorts, LLC (Silverleaf), each for a timeshare interest. As your office is aware, Silverleaf was acquired by an affiliate of the Company in May 2015. Following the acquisition, ********** owners were invited to attend voluntary timeshare sales presentations sponsored by the Company to answer any questions they might have had regarding the Companys acquisition of Silverleaf and to inform them of available benefits through the Companys points-based exchange program, the Holiday ******** ******* Our records confirm that on February 10, 2017, Owners attended a Company-sponsored timeshare sales presentation. At the time of the presentation, Owners owned one (1) annual fixed-week timeshare interest at the Holiday Hills Resort located in *******, ******** (the Silverleaf Ownership). At the conclusion of the sales presentation, Owners elected to trade-in the Silverleaf Ownership and apply the accrued equity therein towards a purchase of an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Upgrade Ownership), which entitles them to ******* Club points per annum.
Owners claim that they were unable to leave the 2017 presentation and express dissatisfaction regarding the length of the same. Please note that the duration of the Companys sales presentation is approximately ninety (90) minutes for existing owners, the actual duration of which will depend on a prospective purchasers level of interest and questions asked. At the conclusion of the sales presentation, the prospective purchaser is asked whether he or she would like to make a purchase. Those wanting to purchase then select inventory and thereafter the contract documentation is prepared for the prospective purchasers review and execution. In addition, any incentives offered to prospective purchasers in exchange for their attendance at the sales presentation are provided at this time. Each of these factors accounts for any additional time Owners spent at the sales center in connection with their purchase of the Upgrade Ownership. Owners were under no obligation to consummate a purchase and they were welcome to leave our sales center without making a purchase, just as many prospective purchasers do each day.
It should further be noted that Silverleaf owners are advised that joining the points-based program is purely optional and failure to do so does not affect their entitlements under their ownerships with Silverleaf and/or how their ownerships function. Owners were welcome to retain the Silverleaf Ownership and all of the rights and obligations of that ownership would remain intact pursuant to the contract documentation between them and Silverleaf, and they were advised of the same at the time of purchase. Owners who forego membership in the Club, are not, however, 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 thirteen (13) Silverleaf resorts through their membership. The only way to avail oneself of those benefits is to purchase inventory directly from the Company. When Owners advised that they wanted to join the Club, they were told that they could either retain the Silverleaf Ownership and purchase a second timeshare interest (at which time they would be afforded the option to also convert their Silverleaf Ownership into a points-based ownership at no additional charge), or they could trade-in the Silverleaf Ownership and apply the equity they had accrued therein towards a new purchase. Owners selected the second option.
Owners claim that the Upgrade Ownership does not function as they were advised;however, they fail to provide specifics regarding their claim. Through Ownersenrollment into the Club, Owners are not limited to traveling during their owned fixed week each year and/or only the original thirteen (13) Silverleaf resorts.Owners may utilize their Club points to secure reservations at any of the Companys thirty-two (32) resort locations. In connection therewith, they 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 reservations,(ii) their financial obligations are current, and (iii) they abide by their booking windows. Owners also have the additional flexibility of utilizing Club points to secure (i) reservations at thousands of resorts through the Companys exchange affiliate, RCI, (ii) reservations at thousands of IHG-branded hotels worldwide through the Companys affiliate with IHG, and (iii) airfare, car rentals, cruises, and more through the ********************** Program. Upon review of Owners account, we found Owners have not attempted to utilize the Upgrade Ownership via their online owner portal or by contacting the Company for assistance with booking reservations. While our records confirm that Owners have not utilized their Club points, Owners forbearance of use of the Upgrade Ownership does not relieve them from their contractual obligations.
Ownersrequest contact cancelation and refund of monies paid towards the Upgrade Ownership on the basis of affordability. Please be advised that Ownerscancelation request is untimely as the rescission period has expired. And while we are sympathetic to Owners concerns, we maintain that the same does not absolve Owners of their contractual obligations. We therefore find that Owners are not ***********, or eligible for, account cancelation and/or refund of monies paid, and we respectfully decline Owners request for the same.
To the extent that Owners are facing financial hardship, our ***************************** offers payment plans and other options to assist owners with maintaining their accounts current. We encourage Owners to contact our ***************************** by calling **************,to ascertain whether any assistance can be provided to them in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal, Legal Services
Customer Answer
Date: 01/15/2024

The main problem right now isnt really affordability. Sure, when we pass away our kids wont be able to afford these fees and I dont like the idea of them having to either. But affordability is not really the main reason we want to return the Timeshare. We want to return the Timeshare because we arent able to travel anymore, at all and wont ever be able to use it again. My wife *******, was diagnosed with Lewd Body Dementia in 2021, her symptoms continue getting worse and wont be getting any better. Travel is completely out of the question now and has been for a few years now. I just hate paying for something I know I wont ever get to use again, so I was hoping given the circumstances, you would let us just return it and void the contract or something. Wed appreciate it a lot.

******** and **************************;
Business Response
Date: 01/25/2024
We have received the rebuttal complaint filed by Mr. and ***************** (Owners).
Owners express concern with regard to their children inheriting the Upgrade Ownership and any debt associated therewith. Please note that the Upgrade Ownership constitutes a real property interest that can be transferred to Owners heirs in the same manner that other real property can be transferred. If the underlying mortgage obligations have been satisfied, whomever inherits the Upgrade Ownership will take title free and clear of any mortgage obligations; however, he or she will remain liable for the assessments, which assessments constitute on-going obligations that run with the land. To the extent Owners heirs do not wish to take ownership of the Upgrade Ownership, they should be able to disclaim the same through applicable inheritance laws.
Owners claim that they no longer have any intentions of utilizing the Upgrade Ownership due to medical circumstances. We are very sorry to hear that Owners are unable to travel for health reasons. While we sympathize with Ownerschanged circumstances, we must advise that Owners purchase documents are in order containing full and accurate disclosure of the terms and conditions of the Upgrade Ownership, including their obligation to adhere to the financial obligations they agreed to at the time of sale. We therefore stand by our previous response and our position remains unchanged.
In recognition that circumstances may change, the Company offers payment options to its owners to assist with financial hardship. We restate that if Owners require assistance with maintaining their account current, we encourage them to contact our ***************************** at ************** to see what options may be available to them in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:12/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like to file a complaint against Holiday Inn and their timeshare program that my family and I purchased. We were enticed into buying it with the promise of a trip to ******, which turned out to be nothing more than a tactic to pressure us into buying. During the timeshare meeting, we were subjected to over five hours of aggressive sales tactics, with various sales representatives pushing us to make the purchase. We were constantly assured that the timeshare was an excellent investment and would provide us with unlimited vacation options at any of Holiday Inn's properties. However, since purchasing the timeshare, our experience has been anything but enjoyable. Every time we have tried to book a vacation, there has been no availability, despite the endless promises made during the sales pitch. Making matters worse, the costs associated with the timeshare have continued to increase, leaving us with a significant amount of financial stress and burden. These maintenance fees and unexpected charges have put a real strain on our family's finances, leaving us in debt and unable to enjoy what we were promised with the timeshare. The money we spent on the timeshare could have been put to better use, and instead, it has now had a negative impact on our financial stability and future. We feel as though this purchase was made under dishonest and pressured circumstances, and we were not given accurate or transparent information regarding the costs and availability of the timeshare. It is incredibly disappointing that we spent such a significant amount of money on something that has caused us so much stress, frustration, and loss. Therefore, we request your assistance in cancelling our Holiday Inn timeshare and obtaining a refund for the amount we paid. We believe that we have been misled and taken advantage of, and are merely seeking fairness in this matter. We respectfully request your assistance in encouraging Holiday Inn to do the right thing.
Business Response
Date: 01/11/2024
Please see the attachment for the Company's formal response to the complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
*********************************
Paralegal, Legal Services
Initial Complaint
Date:12/06/2023
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 paid for 3 day stay. They told me there was a large selection of hotels I could stay at. When I finally received the email with the selection there was not a large selection and the one I wanted to stay at was unavailable.
I sent a chat on the website and the guy told me to call and they would change it to the Marco Island for me.
I tried to call that day but was transferred multiple times and never got the right department.
I called again today and was transferred 5 times. Someone finally gave me the correct number but the lady I spoke to told me that I couldn't not stay at Marco Island although the guy on the chat provider said I could and when I asked for a refund because the other lady said I could, said it was past the time to get a refund. The lady I spoke to today was Malady (sp?)
Business Response
Date: 12/20/2023
We have received and reviewed the
concerns as detailed in the Complaint referenced above.
Our top priority is to assure
that prospective purchasers are well informed about the terms of their
purchases of vacation packages offered by Holiday Inn Club Vacations
Incorporated (the "Company"). As such, we have established policies
and procedures to ensure that those terms and conditions are fully disclosed
prior to purchase.
he Company has contacted Ms. Farris regarding her concerns, and we are happy to report that we have reached a
mutually agreeable resolution of the complaint with her.
Sincerely,
Vanesa C*****
Holiday Inn Club Vacations
Incorporated
Customer Answer
Date: 12/20/2023

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:12/05/2023
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.
Dear Better Business Bureau,I hope this letter finds you well. I am writing to express my deep dissatisfaction with the timeshare experience I have had with SilverLeaf Resorts and subsequently, Holiday Inn Club Vacations. Despite faithfully making payments totaling $13,274.58 to pay off the timeshare and continued monthly maintenance fees, the quality of accommodations has consistently fallen short of the promised standards.Over our 17 years of ownership, promised terms and conditions, such as no-cost bonus time and price stability, have been repeatedly altered, leaving us disillusioned and feeling misled. Despite numerous attempts to address our concerns through owner update meetings, the solutions provided by Holiday Inn Club Vacations have consistently favored their financial interests, leaving us on the losing end.Our frustration has reached a point where we are considering relinquishing our ownership to avoid further financial strain, only to discover that even this comes at a significant cost. The options presented to usselling independently, transferring the burden, or surrendering back to the companyall require additional payments, further exacerbating our financial burden.I am reaching out to the Better Business Bureau in the hopes of finding a fair and equitable resolution to this matter. I believe that after 17 years of loyal ownership, the continuous changes and financial demands are unreasonable and go against the promises made during the initial purchase.I kindly request your assistance in mediating a resolution that considers the extensive time and money we have invested in this timeshare. Your attention to this matter is greatly appreciated.
Business Response
Date: 12/22/2023
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed by *************** (Owner). We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that since December ****, Owner has entered into two (2) purchase transactions with Silverleaf Resorts, LLC (Silverleaf). Silverleaf was later acquired by an affiliate of the Company in May 2015. Owner has not purchased any timeshare interests directly from the Company following the acquisition.Owner currently owns one (1) biennial fixed-week timeshare interest at ************ Resort located in ************ (the Active ******hip).
Accommodations. Owner expresses dissatisfaction with the quality of the Companys resorts. Our records show that Owner has completed nine (9) reservations, and we can confirm that in 2010 Owner raised concerns regarding the accommodations during one (1)of her stays. We apologize to Owner to the extent Silverleaf and/or 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 and owners, and we regret that this was not ****** experience,which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis.
Bonus Time. Owner expresses dissatisfaction with the fee increases implemented by ******************* to the Bonus Time Program. In January 2019, the Silverleaf ownership base was notified that ******************* would be increasing the per diem fees payable in connection with the Bonus Time Program. The fees were increased to $25.00 per night for weeknights (Sunday through Thursday) and $75.00 per night for Friday and Saturday night reservations. Please be advised that the terms of the Bonus Time Program allow for such increase and Owner acknowledged her understanding of the same when she purchased the Active ******hip and executed the Bonus Time Disclosure Statement in connection with said purchase, which states that the Rules and Regulations governing the Bonus Time Program can be changed and/or terminated at any time. We understand that Owner is dissatisfied with this increase. If Owner does not want to pay the increased fees, she is under no obligation to utilize the Bonus Time Program. However,the contract documents executed at the time of purchase fully disclosed that the rules of the Bonus Time Program could be modified, which modification includes the imposition of the per diem fees at issue. Consequently, if Owner desires to secure a reservation through the Bonus Time Program, Owner will be required to pay the new per diem rates applicable to the Bonus Time Program.
Financial Obligations. Owner further expresses dissatisfaction regarding price stability. Please note that the ****** financial obligations were fully and clearly disclosed in multiple contract documents executed by Owner at the time purchase. Owner initialed next to Section 6 of the Owner Confirmation Interview explicitly acknowledging her understanding of her monthly financial obligation and the fact that dues are subject to increase from time to time. In addition, the governing documents provided to Owner at the time of closing clearly disclosed the maintenance fee 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 *******************, 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 ******************* to keep maintenance fees as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation.
Horizons.Owner states that she has previously contacted the Company inquiring on how to be released from her obligations to the Active ******hip; however, Owner is dissatisfied with the options previously provided. Our records confirm that the Company has previously spoken to Owner, and she was provided with three (3)options. Owner was advised that she could (i) gift her Active ******hip to friends or family; (ii) sell her Active ******hip independently to a bona fide third party, subject to the Companys transfer requirements; or (iii) surrender her Active ******hip back to the Company through the Companys Horizons program, subject to the programs requirements thereunder.
While we understand that Owner does not wish to utilize one of the options stated above, it is up to her discretion on how she wishes to end her Active ******hip with the Company given the options previously provided. Notwithstanding the foregoing, ****** request is untimely as her rescission period has expired. In addition, we have confirmed that Owner received full and accurate disclosure of the terms and conditions of the Active ******hip and we are unable to locate any evidence that would substantiate ****** allegations of wrongdoing on Silverleaf and/or the Companys part. For these reasons, we find no basis to warrant contract cancelation, and we respectfully decline ****** request for the same.
Owner is required to maintain her account current. To the extent Owner requires assistance with maintaining her account current, we encourage her to contact our ***************************** by calling **************, in order to ascertain whether any assistance can be provided to her in that regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 12/22/2023

Complaint: 20962610

I am rejecting this response because:
Dear *********************************,

Thank you for your detailed response to my concerns. While I appreciate the information provided, I must express my disappointment in the overall handling of my timeshare experience.

It is disheartening to discover that the verbal commitments made by the sales representative, which played a significant role in my decision to invest, are not reflected in the documentation. The assurances and confidence instilled in me during the sales process have been contradicted by the fine print, leaving me feeling misled.

Specific questions were raised, seeking clarity on matters such as price stability and the Bonus Time Program, and I relied on the information provided by the representative. The subsequent discrepancies between verbal promises and contractual details are deeply troubling.

I initiated this complaint with the hope of finding a fair and equitable resolution, considering the extensive time and money invested in this timeshare. I reject the suggested options for relinquishing ownership, as they do not address the fundamental issue of the misalignment between verbal commitments and contractual obligations.

I urge you to reconsider and work towards a resolution that acknowledges the discrepancies and seeks a fair outcome for both parties involved. I remain hopeful that we can find a solution that aligns with the principles of transparency and fairness.

Sincerely,

***********************
Business Response
Date: 01/11/2024
We have received the rebuttal complaint filed by *************** (Owner).
Owner claims that the verbal commitments made by the [Silverleaf] sales representative are not reflected in the purchase documents associated with the Active Ownership. Please be advised that Silverleafs sales consultants provided prospective purchasers with full and accurate disclosures at the time of the sales presentations, which was then supported and memorialized within the purchase documentation provided to prospective purchasers for review. Additionally,as a part of Silverleafs sales process, Owner was required to meet with a verification officer who assisted her with the execution of the contract documents and confirmed that she had a full understanding of the terms and conditions associated with her purchase. In connection therewith, Owner was afforded as much time as she desired to review in detail all of the documents prior to signing and to ask for clarification regarding anything she did not fully understand. Likewise, if Owner required additional explanation or more time to review the documents, the verification officer would have been happy to provide her with the same. Instead, Owner affirmatively advised the verification officer that she understood the terms of her purchase. It should also be noted that at the time of purchase, Owner executed an Owner Confirmation Interview, wherein she initialed Section 8 that states, I acknowledge that I must refer to all sales documents, covenants, contract documents, and written sales material for proper and accurate information, and should not rely on any contradictory oral representation which may have been made. If Owner did not agree to the terms and conditions of her purchase transaction, she had the option of canceling the purchase within the statutory rescission period thereto.The period by which to cancel the contract was fully disclosed to Owner at the time of purchase in accordance with applicable law. Owner was also provided with copies of the executed documentation at the time of purchase which clearly sets forth the rescission period as well as the instructions for exercising the same.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account and re-verified that her contract documents were duly executed and that she received all requisite disclosures applicable to her purchase,including instructions on how to timely request cancelation of her 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 Owners claims of wrongdoing,we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 01/11/2024

Complaint: 20962610

Dear *********************************,

I appreciate the thorough investigation conducted into my concerns and the subsequent response. However, I must reiterate my dissatisfaction with the resolution provided.

While I understand that all necessary disclosures were outlined in the purchase documentation, it is crucial to emphasize that the verbal commitments made by the sales representative played a significant role in shaping my decision to invest. The confidence instilled in me regarding the businesss commitment to my interests and the integrity of the transaction was derived from these verbal assurances.

The discrepancy between the verbalized commitments, which influenced my decision, and the documented terms is at the heart of my dissatisfaction. The reliance on the integrity of the business and the trust placed in the sales representative were key factors in my decision-making process.

I initiated this complaint with the hope of finding a resolution that addresses the misalignment between verbal assurances and contractual details. Despite the documentation provided, I firmly believe that the verbal commitments made during the sales process should carry weight, especially when they significantly impact a customers decision.

I kindly request a reconsideration of the resolution, taking into account the importance of the verbalized commitments in shaping my understanding and expectations. I remain hopeful that we can find a fair and equitable resolution that upholds the principles of business integrity and customer trust.

Sincerely,

***********************
Business Response
Date: 01/25/2024
We have received the second rebuttal complaint filed by *************** (Owner).
We reaffirm that we have reviewed each of the concerns set forth in Owners complaints and have responded with specificity in our previous responses.Because we are unable to substantiate her claims of misrepresentations and/or wrongdoing on the part of Silverleaf and/or the Company, we stand by our previous responses and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:12/05/2023
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.
I cant afford my Holiday Inn membership anymore. Ive accumulated over $30k in credit card debt and my membership with H.I. ************* has greatly contributed to this debt. Each year I also have to pay fees to extend my points because they always lose buying power. I never understood how I could lose points that I paid for, especially when the maintenance fee went from $1000 to $1300, my $460 monthly mortgage is up to date, with an annual $150 club fee. On top of these expensive fees, every year its a hassle to book a vacation, even a year in advance the resorts I want to go to are always booked. Please understand that not only is this plan no longer useful to me but I cant continue living paycheck to paycheck because of it. I need help with closing out this account and I havent had any luck speaking with Holiday myself. Any help you can provide would be greatly appreciated
Business Response
Date: 12/22/2023
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 entered into his first purchase transaction with the Company on February 15, 2015, at which time he purchased an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Initial Ownership). The Initial Ownership entitled Owner to ****** points per annum in the Companys points-based exchange program, the Holiday ******** ******* Thereafter,on August 14, 2017, Owner elected to trade-in the Initial Ownership and apply the accrued equity therein towards the purchase of an annual timeshare interest at **************** Resort located in ************, ******** (the Upgrade Ownership). The Upgrade Ownership entitles Owner to ******* Club points per annum. Owner may utilize Club points to secure (i) reservations at any of the Companys thirty-two (32) 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, ********************** (II), and (iv) discounts on airfare, car rentals, *****************, through the ********************** program.
Club points / Availability. Owner claims he has to pay fees to extend his points because they always lose buying power. Firstly, the Sales Pre-Confirmation Checklist executed by Owner at the time of each purchase fully discloses ********* points expire on December 31 of the year after the calendar year in which they were deposited into the Owners account. Notwithstanding the same, Owner is afforded the option of depositing his Club points with *** through the *** One Rewards program which will allow him to utilize points so-deposited to book reservations at ***-branded hotels worldwide. Those deposits must be made by October 1st of each year and require payment of additional fees, all of which is disclosed in the Sales Pre-Confirmation Checklist. Once Club points are deposited with ***, they never expire.Secondly, Club points do not change value over time as Owner asserts. To the contrary, their value has remained constant, unlike the fluctuations one might experience in the hotel rental market which is subject to inflation and other variables. When the Company established the Club and its points-based exchange program, it set 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, which point allocations are set forth in the Member Guide demonstrated and provided to each purchaser at the time of purchase. These point allocations have not been increased or otherwise altered.
Owner further claims that he has experienced issues with availability. It was fully disclosed to Owner at the time of each purchase that all reservations are subject to availability and if Owner is not able to secure his first vacation choice, an alternate choice may be required to confirm a reservation. Because all reservations are based on availability, it is strongly recommended that owners book reservations as early as their booking windows allow in order to maximize their ability to secure desired reservations, in their desired units during desired travel dates. To the extent Owners schedule does not enable him to book reservations in advance we encourage him to take advantage of opportunities available through the Companys Last Calls which are deeply discounted last minute vacations. Alternatively, he is welcome to (i) utilize the Companys Points Shield program which would entitle him to a full reimbursement of Club points expended in connection with a reservation in the event of a subsequent reservation cancelation, and/or (ii) deposit his Club points with ***.
Upon review of Owners use history, we find that Owner has (i) completed seven (7)reservations, (ii) deposited ******* Club points towards ***, and (iii)transferred ******* Club points for use through II. Notwithstanding the foregoing, to the extent Owner requires assistance with booking reservations or utilizing his Upgrade Ownership, he may contact a Vacation Counselor at *************, who will be happy to assist in that regard.
Maintenance Assessments. Owner expresses dissatisfaction with the maintenance fees attendant to the Upgrade Ownership. Please note, the governing documents provided to Owner at the time of closing clearly discloses the maintenance fee obligation, as well as the fact that it is on-going and subject to increase. The maintenance assessments are based on the annual budget adopted by the Association, 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 cost of labor, materials, insurance rates, etc. We will continue to work with the Association to keep maintenance fees as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation.Notwithstanding the foregoing, if Owner determined that the financial obligations or any of the terms associated with the Upgrade Ownership were not acceptable to him, or otherwise not affordable, he was welcome to decline to execute the contract documents and/or to rescind his purchase within the statutory rescission period.
Cancelation. Owner requests contract cancelation on the basis of affordability. Please be advised that Owners request is untimely as the rescission period has expired. And while we are sympathetic to Owners concerns, the same does not absolve Owner of his contractual obligations. Our records reflect 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 his purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owner has outstanding mortgage obligations owed to the Company, he is not ***********, or otherwise eligible for, cancelation, and we respectfully decline Owners request for the same.
To the extent Owner requires assistance with maintaining his account current, we encourage him to contact our ***************************** by calling *************, in order to ascertain whether any assistance can be provided to him in that regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 12/22/2023

Complaint: 20961272

I am rejecting this response because the cost of this mortgage and fees are extremely expensive. I acknowledge I signed the contract and do not dispute the terms. I am struggling financially, and this mortgage is not affordable, especially when I do not care to visit most of the properties. It has hurt my way of life for several years. I think the value and price for these "lame" and over-priced resorts is a waste of money. The few resorts I did want to visit were already booked a year in advance. I have trouble planning my vacation 6 months in advance. I find it nearly impossible to book over a year in advance. What employer grants vacation time a year in advance? I found myself accruing too many points to use within the year. I had to fees for transferring to IHG and for extending to the following year. I already invested and lost too much money in this contract. I am making ends meat to make these payments and maintenance fees for a vacation resort which frankly "suck." I don't have much money to go on these vacations too.
I think it is wrong that they hold my credit hostage. I tried to work with them and keep this process as amicable as possible but kept getting told (just like their response to this complaint) that I am stuck and cannot get rid of this mortgage. I am so disappointed in this vacation club for pushing me more into debt.

Sincerely,

*********************
Business Response
Date: 01/11/2024
We have received the rebuttal complaint filed by ************* (Owner).
Owner continues to question the value of the Upgrade Ownership. Please be advised that timeshare interests are use-based products, they are sold as such, and the Companys sales consultant advised Owner that the value associated with a timeshare purchase is derived from the use of the timeshare itself. At the time Owner purchased the Upgrade Ownership, he initialed Section 1 of the Owner Clarification Form that states, (i) this Timeshare Interest is being purchased for personal use and enjoyment and that we are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of our Timeshare Interest.
Contrary to Owners assertions, the Company is not holding his credit hostage. Owners who have satisfied the mortgage obligations attendant to their ownerships and who are current on all other outstanding financial obligations *** surrender their ownerships to the Company without refund, through the Companys Horizons Program (subject to the programs requirements). Because Owner has outstanding mortgage obligations owed to the Company, he is not eligible for the Horizons Program at this time. Please further note that the Company is required to report delinquencies to Experian. Therefore, to the extent Owner allows his account to fall delinquent, such delinquency will be reported and extended delinquencies *** ultimately lead to a foreclosure that *** negatively impact Owners credit.
We have reviewed the allegations set forth in Owners complaint and we previously responded to each with specificity. As no new information has been presented warranting account cancelation, we stand by our previous response and affirm that Owner is not ***********, or otherwise eligible for, cancelation and we respectfully decline his request for the same.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 01/21/2024
I dont understand. I responded within 72 hours. I did not receive a notice from BBB to confirm I did respond. The response I submitted was:
That is not true.My account is current without any charges/fees/mortgages delinquent. The person didn't address my complaint that this company put me into debt and has challenges paying monthly.
Yes I did upgrade my membership, but switched back after I discovered the upgraded membership did not fit my needs. I called Holiday Inn a couple times, and they assured me my membership went back to the non-upgraded membership, yet my monthly mortgage stayed about the same (I don't have the contracts in front of me). I started paying around $260/month. I upgraded and was paying about $460/month. I switched back to the basic membership yet I am still paying the same mortgage.
Please confirm whether this case is closed. I dont understand why my response to the BBB was not acknowledged.
Customer Answer
Date: 01/22/2024
That is not true.My account is current without any charges/fees/mortgages delinquent. The person didn't address my complaint that this company put me into debt and has challenges paying monthly.

Yes I did upgrade my membership, but switched back after I discovered the upgraded membership did not fit my needs. I called Holiday Inn a couple times, and they assured me my membership went back to the non-upgraded membership, yet my monthly mortgage stayed about the same (I don't have the contracts in front of me). I started paying around $260/month. I upgraded and was paying about $460/month. I switched back to the basic membership yet I am still paying the same mortgage.
Business Response
Date: 01/26/2024
We have received the second rebuttal complaint filed by ************** (Owner).
Owner claims that he does not have any outstanding obligations owed to the Company.To clarify, while ****** accounts (i.e., mortgage, maintenance, and Club membership dues) are current at this time, Owner has yet to satisfy his full outstanding mortgage owed to the Company in connection with his Upgrade ******hip. As stated previously, in order to surrender the Upgrade ******hip via the Companys Horizons Program, Owner must meet the requirements under said program, which includes but is not limited to, the full satisfaction of his mortgage. As of January 26, ****, Owner has an outstanding mortgage balance of $15,614.60. Therefore, Owner remains ineligible to participate in the Companys Horizons Program.
Owner further claims that after he purchased the Upgrade ******hip, he contacted the Company in order to be switched back to his Initial ******hip. Please be advised that in order for Owner to have been reverted back to his Initial ******hip, and his Upgrade ******hip to be canceled, Owner would have to request cancelation of the Upgrade ******hip within the statutory rescission period thereto. Please note, it was fully disclosed to Owner at the time of purchase that in order to rescind the contract for the Upgrade ******hip, he must provide the Company with written notification of his intent to cancel within seven (7) calendar days of his purchase. We have no record of having received written notice of rescission. Had such notice been received, the Company would have immediately canceled the Upgrade ******hip, as the Company abides by applicable rescission laws. Because Owner failed to timely rescind the Upgrade ******hip, he has remained liable for remitting all financial obligations thereto, including without limitation, his monthly mortgage obligations of $464.41. And while we are sympathetic to ****** financial concerns, the same does not absolve Owner of the contractual obligations he agreed to on his date of purchase.
Notwithstanding the foregoing, if Owner would like to provide proof in support of his claims of timely rescission, we ask that he provide it to the undersigned at ********************************************* and we will be happy to review the same. We note, however, that contrary to ****** assertions of timely rescission, our records show that Owner has remitted payments towards the Upgrade ******hip and has utilized the Upgrade ******hip towards IHG, II, and Club reservations, all of which negate his assertions of rescission cancelation.
In closing, we have reviewed ****** allegations and we have previously responded to each with specificity. We maintain that no new information has been presented that warrants account cancelation and therefore, we stand by our previous responses and our position remains unchanged.
To the extent Owner requires assistance with maintaining his accounts current, we encourage Owner to contact the ************************************** at ************* to speak with an agent who will be happy to assist him in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

Complaint: 20961272

I am rejecting this response because:
I didnt say I didnt have any outstanding obligations but nothing overdue. I agree I have a mortgage to pay.
What does this cancellation form look like? After **** months from the original upgraded membership, I saw the upgraded membership did not seem worthwhile. I confirm I did not do it during a 7-day recission period. I never knew there was a limited recission period. How would I know the upgraded package is completely worthless to my needs if I do not try to make a reservation. It seems it is only of value if people make a reservation a year plus out or would like to go to few resorts that have upgraded rooms. I called two or three times (while having the upgraded membership) to make a reservation but couldn't because the resorts, I wanted to go to, were booked and/or didn't have the upgraded rooms. I do not recall if the ******** Inn representative told me to fill out a form to cancel the upgraded membership. If they did, I would have filled out the form and submitted. I am still researching that. Regardless,you are now informing me I wasn't told I had 7 business days to cancel the upgraded membership. I wonder why I was told my upgraded membership was cancelled and I now had a basic membership. When I asked why my monthly mortgage didn't go back to $260, I was told that was the price for transferring from the Orlando property to the Williamsburg property. My experience when signing the multiple-page contract and each time I called Holiday Inn was always a very long time. Every call was 45 mins to over an hour. I wished I listened better and understood the complex rules, but I remember being eager to finish the conversations.
As far as points go, I have no idea how many points I get and how many I use. All I know is I havent been able to use the points each year. I used the multiple ways to save points, ways such as paying a fee to transfer to IHG Points or pays fees to extend the points to use later.
What you stated does not make sense to me that I used the upgraded membership points towards IHG and club reservations. Are you saying the use of the upgraded points is the reason or evidence I did not cancel the upgraded membership? I was told I switched back to the basic membership, but my monthly mortgage did not change since I switched properties from Orlando to Williamsburg. I thought I had a basic membership and didnt know the quantity of points I had. I was told Id be able to get an advantage in booking reservation for upgraded properties. This seems like a dishonest practice to me.

Sincerely,

*********************
Business Response
Date: 02/15/2024
Please review the attachment for the Company's formal response to ****************** latest rebuttal complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 02/15/2024
I am confused as to why the case was closed. I am certain I responded in time for my third rebuttal, yet you stated the case was closed as the "consumer is dissatisfied" or "failed to respond in time." I responded. Attached is a copy of my response. Holiday Inn Club Vacations has been charging me for an upgraded membership, even though I asked the Holiday Inn CSR at least two times on the phone. They told me it was cancelled, and my monthly mortgage went from $260 to $460 because I switched from Orlando to ************. If their policy is that I can only cancel the upgraded membership within 7 days of signing the new contract, why wasn't I told that and why was I told at least twice that I did not have an upgraded membership.
Initial Complaint
Date:12/05/2023
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.
Over a decade, from 2008 to 2018, I made frequent trips to ********* for work-related conferences. After attending a Holiday ***************** presentation, lasting over four hours, my wife and I, exhausted and pressured, reluctantly purchased a timeshare for around $25,000. Monthly financing amounted to $450, with additional yearly fees totaling $1,000.Despite a dissatisfactory initial use two years later, we didn't use the timeshare until 2022, attempting to justify its $6,500 annual cost. During a *********** trip, we skipped a mandatory meeting and were charged $30. Later, in *********, we unwittingly attended another timeshare presentation. Pressured for hours, we reluctantly upgraded, increasing our financial burden.Now 70 and retired, I faced financial strain and worried about burdening heirs with increasing costs. The timeshare industry seemed unethical, capitalizing on people's ignorance. Despite expressing concerns about heirs inheriting costs, assurances were dubious.Feeling trapped, my wife and I, both in our 70s, seek liberation from this predicament. We believe the industry exploits those uninformed or unable to assertively exit. We want to cease draining retirement funds and spare our children and grandchildren from this unethical situation.We have reached out to Holiday Inn, and there has been no response. We would like to be completely free from this horrible situation. We ask that you please do whatever you can to aid us in this endeavor.
Business Response
Date: 02/16/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. and Mrs. ***** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Our records reflect that in 2014, Mr. ***** was transferred to the ***************************** by IHG. At that time, Mr. ***** was offered the opportunity to purchase a mini-vacation for $249. The terms of the promotion provided that if Owners attended the ******** timeshare presentation during the course of the mini vacation, (i) the full purchase price of $249 would be refunded, and (ii) they would receive one (1) free night in a Holiday Inn branded hotel. Mr. ***** agreed to the terms of the marketing promotion, booked the mini vacation, and Owners attended the ******** timeshare sales presentation on January 4, 2015, at the ******** *********** Resort located in *********, ******.
At the conclusion of the 2015 presentation, Owners elected to purchase an annual timeshare interest at the *********** Resort (the Initial Ownership), which entitles Owners to ******* points per annum in the ******** points-based exchange program, the Holiday ******** ******* Later, while vacationing at the ******** *********** Resort in April 2022, Owners were invited to attend another Company-sponsored timeshare sales presentation and were offered gift cards in exchange for their attendance. Owners accepted the invitation, and a $30 deposit was collected to secure their spot at the presentation, which deposit was refunded to Owners following the completion of the sales presentation. Owners attended the sales presentation on April 25,2022, and at the conclusion of the same, Owners elected to rewrite the terms of the Initial Ownership, retaining the same (herein after, the Refinanced Ownership), and utilized the equity therein towards the purchase of a new timeshare interest: an annual Standard beneficial interest in the Orange Lake Land Trust (the Additional Ownership). The Additional Ownership entitles Owners to an additional ****** Club points per annum. At the conclusion of the 2022 timeshare presentation, Owners owned the Refinanced Ownership and the Additional Ownership, which collectively entitles them to ******* Club points per annum (the Ownerships). Owners may utilize Club points to secure (i) reservations at any of the ******** thirty-one (31) resort locations, (ii) reservations at thousands of ***************************** (IHG) branded hotels and resorts worldwide through the ******** affiliation with IHG, (iii) reservations at thousands of resorts worldwide through the ******** exchange affiliate, RCI, (iv) reservations at thousands of resorts worldwide through the ******** exchange affiliate, ********************** (II), and (v) discounts on airfare, car rentals, cruises, and more, through the ********************** program.
It should further be noted that throughout the complaint, Owners claim to have purchased an upgrade during the April 2022 presentation. This is inaccurate. By the ******** standards, a new purchase is only considered an upgrade when a prior ownership is traded-in for the purchase of a new ownership. Owners have yet to trade-in either of the Ownerships to complete an upgrade transaction with the Company.
Mandatory Meetings. Owners claim that the ******** timeshare presentations are mandatory. This is inaccurate. When prospective purchasers and/or owners are vacationing at our resorts, the ***************************** often extends invitations for them to attend the ******** timeshare sales presentation. We can confirm that Owners visited the ******** Orange Lake Resort in January 2022, at which time our ******************** extend them an invitation to attend a timeshare presentation. At the time, Owners signed up for the presentation and provided the $30 deposit and were advised that if they did not attend the presentation they scheduled, the deposit would be forfeited.Owners ultimately elected not to attend the presentation and as such, their deposit was forfeited. Notwithstanding the foregoing, it should be noted that attendance at the ******** timeshare presentations is strictly voluntary. If Owners do not wish to attend additional timeshare presentations in the future,they are welcome to decline any promotions, invitations, and/or incentives offered to them in exchange for their attendance and they will not be assessed any charge in connection therewith. To the extent that Owners participate in one of the ******** marketing promotions that offers incentives in exchange for attendance at a timeshare presentation, Owners will be required to attend the presentation in order to receive the offered incentives and a refund of any deposit paid in connection therewith (depending on the respective promotion).
Duration.Owners take issue with the amount of time they spent at the ******** sales center. Please be advised that the ******** timeshare presentations are approximately two (2) hours for new owners, and sixty (60) minutes for existing owners, with the actual duration being dependent upon the level of interest of the prospective purchaser and the questions asked. At the conclusion of the timeshare presentation, if a prospective purchaser expresses an interest in making a purchase, inventory will be selected and contract documentation will be prepared, reviewed, and executed, which accounts for any additional time Owners spent at the sales center in connection with each of their purchases.
Pressure.Owners claim that they were pressured to purchase the Refinanced Ownership. We dispute Owners characterization of the ******** sales process. The ******** sales consultants are enthusiastic about vacation ownership and the Club program; however, 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 ******** timeshare presentations leave the sales center without making purchases. The ******** sales consultants clearly describe, in detail, the benefits, rights, and obligations attendant to each timeshare purchase. At the conclusion of the presentation, the sales consultant makes a purchase recommendation and our sales consultants step away from the sales table if the prospective purchasers request time to discuss the same amongst themselves. To the extent a prospective purchaser objects to the purchase on the basis of price, the sales consultant will notify the sales manager who will attempt to locate inventory having a lower purchase price or more favorable financing terms. Prospective purchasers are welcome to decline any offer presented to them. It is ultimately up to the prospective purchasers to determine if the offers presented constitute good offers at the right price.Ultimately, Owners affirmatively advised our sales consultants that they wanted to consummate their purchases.
In addition, prior to consummating each purchase, Owners were required to meet with a ***************** Officer who reviewed with them the details of their purchases to ensure that they had a full understanding of the terms and conditions associated with the Ownerships, including without limitation, the financial obligations attendant to each purchase. Owners were afforded the opportunity to review the contract documents in detail prior to the execution thereof and to ask for clarification regarding anything they did not fully understand in connection therewith. If Owners required additional time or additional explanation, the ***************** Officer would have been happy to provide the same. Also, if at the time of purchase Owners had advised the ***************** Officer that any of the points were contrary to their understanding of what they were purchasing, the ***************** Officer would have halted the sale to address their concerns. If Owners did not agree that the Ownerships constituted affordable options at the right price, they had the option of declining the offers. Instead, Owners executed each respective contract and made no objections regarding their purchases. In addition, Owners received copies of all executed contract documents at the time of each purchase which fully disclosed the financial obligations and rescission periods attendant to each purchase. Owners were afforded the rescission period to further review the contract documentation and to cancel the contracts upon reaching a determination that they did not want to move forward with the purchases. Owners,however, failed to exercise this right.
Rescission.Owners email attachment states that they were unaware of their rescission rights attendant to the Additional Ownership. All purchasers receive copies of their executed documentation at the time of purchase, without exception. Ownersrescission rights were fully set forth on the Purchase Agreement and ***************** Disclosure Statement provided to Owners at the time of purchase. Please note the fact that Owners not only received full written disclosure which set forth this information, they also specifically signed these documents memorializing their receipt and understanding of the same. 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 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. As such, we reject Ownersallegations that the sales personnel were not transparent about the terms and conditions of their purchase or that information was omitted in connection therewith.
Resale. Owners claim that the ******** sales consultants made representations concerning resale opportunities. The Company does not currently, nor has it ever, offered buy-back and/or resale services. It was fully disclosed to Owners in each respective Purchase Agreement that the Company would not provide Owners with assistance with such endeavors, and Owners were not advised otherwise. In fact,Owners acknowledged their understanding of the same when they executed the Owner Clarification Form at the time of each sale, each of which disclose, this Timeshare Interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving income from rental or profit from resale the market for resale or rental of Timeshare Interests is poorly established. Notwithstanding the foregoing, Owners are not prohibited from selling their timeshare interest to a bona fide third party in accordance with the ******** transfer requirements, subject to any mortgage(s)they have placed on the properties.
Financial Obligations. Owners express dissatisfaction with their interest rate and financial obligations attendant to the Ownerships. Please be advised that the Refinanced Ownership is the only active contract in which Owners have an interest rate as they elected to pay the Additional Ownership in full at the time of purchase. Please further be advised that the interest rate was clearly disclosed when Owners originally purchased the Refinanced Ownership and when they later returned to our sales center to rewrite the financial terms of the same. In addition, please note that when Owners elected to rewrite the financial terms of the Refinanced Ownership, their monthly mortgage obligation did in fact decrease. Moreover, at the time of each presentation, the interest rate applicable to Refinanced Ownership was clearly disclosed within the Purchase Proposals executed by Owners. In fact, at the time of each purchase and prior to the contract documents being prepared, Owners were provided with a one (1) page Purchase Proposal setting forth the key terms of their purchases, including, without limitation, the purchase price, down payment, amount financed, term of loan,payment, maintenance fees and interest rate, in order to confirm their understanding of the same. Only after Owners signed the Purchase Proposal agreeing to the terms therein, including the applicable interest rate, were contract documents prepared for their review and execution. The financial obligations were again fully disclosed in the contract documentation subsequently executed by Owners. Furthermore,at the time of each presentation, Owners were advised that no prepayment penalty would be incurred in the event that they elected to repay their loan prior to the maturity date. As such, to the extent that an owner elects to satisfy their loan prior to the maturity date, they may save money on interest they would have otherwise accrued by the loan maturity date. Notwithstanding the foregoing, if Owners did not agree to the financial obligations or any of the terms associated with the Ownerships, they were welcome to decline to execute the contract documents or to rescind their purchases within the statutory rescission period.
Unit Size.Owners claim they were told that the most efficient purchase would be a three-bedroom timeshare because the same would enhance their Club points.Firstly, please be advised that at the time Owners purchased the Refinanced Ownership, they were advised that the same would be deeded to a particular unit (i.e., a two-bedroom unit) for inventory management purposes only. As such, the unit associated with Owners Refinanced Ownership is not indicative of, nor shall it be interpreted to mean or signify that, the timeshare relates solely to that unit. Additionally, please note that Owners Additional Ownership is not tied to a specific unit. Notwithstanding the same, please note that because Owners enrolled the Ownerships into the Club, Owners are welcome to utilize their Club points at any of the ******** resort locations, which ******* Club points is sufficient to book a three-bedroom unit at several of the ******** resort locations depending on the season and length of stay. Secondly, at the time of each presentation, it was fully disclosed to Owners that the Company operates on a points-based exchange program and that the more Club points Owners have, the more options are available to them in the same way a person with more vacation dollars has more travel options when booking a vacation. Therefore, at the time of each presentation, Owners met with a sales consultant who asked Owners about their vacation habits, needs, and goals. Based on Ownersresponses, the sales consultants presented Owners with various offers that could meet their goals. When Owners objected to the offers on the basis of price, the sales consultant proposed alternative inventory at lower price points, while disclosing that the reduction in price entailed a corresponding reduction in the number of Club points and benefits allocated thereto. It is true that if an owner expresses an interest in securing reservations that require more Club points than the number of Club points that he or she has in his or her existing portfolio, our sales consultants will suggest an additional purchase or an upgrade of an existing purchase. Ultimately, however, it was Ownersdiscretion to determine whether or not the offers presented would be financially feasible and/or meet their vacation needs.
Usage / Accommodations. Upon review of Owners use history, we find that Owners have utilized their Club points to complete three (3)reservations with the Company; however, we have no record of Owners raising concerns during their stays. Notwithstanding the foregoing, please note that it is our top priority to assure that our resorts and units are in quality condition for our guests and owners. We have established policies and procedures to assure that the time is taken to consistently clean and monitor the maintenance of each unit. If ever there is a unit that is not to the quality standard we strive to provide, once brought to our attention, we endeavor to correct any 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.
Inheritance.Owners express concern with their children inheriting the Ownerships and any debt associated therewith. Please note that the Ownerships constitute real property interests that can be transferred to Owners heirs in the same manner that other real property can be transferred. If the underlying mortgage obligations have been satisfied, whomever inherits the Ownerships will take title free and clear of any mortgage obligations, however, he or she will remain liable for the assessments, which assessments constitute on-going obligations that run with the land and are subject to increase. To the extent Owners heirs do not wish to take ownership of the Ownerships, they should be able to disclaim the same through applicable inheritance laws.
Prior Communications. Owners claim to have contacted the Company and that they did not receive a response to the same. Our records confirm that the Company previously received the email communications that Owners attached to their Better Business Bureau complaint. We apologize that Owners did not receive the response to their concerns sooner. Please note that it is our priority to ensure that we address each concern presented to us in a timely fashion and we apologize that this was not Owners experience.
Cancelation.Owners request cancelation of the Ownerships. Please be advised that Ownersrequest is untimely as the rescission periods have expired. Our records reflect that the documentation executed by, and provided to, Owners at the time of each purchase is in order and that they received full and accurate disclosure of the terms and conditions of their purchases, including, without limitation, the financial obligations attendant thereto. Moreover, because Owners have outstanding financial obligations owed to the Company, they are not ***********, or otherwise eligible for, cancelation and we respectfully decline Owners request for the same.
Owners accounts are currently delinquent. We encourage Owner to contact the ******** Capital Management Department at ************** to speak with an agent who will be happy to assist them with bringing and maintaining their accounts current.Continued non-payment may ultimately lead to foreclosure.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Initial Complaint
Date:12/04/2023
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.
I am extremely dissatisfied with my Holiday Inn Club Vacations timeshare. I attended an owners update at **********, **, where they sold me additional points to become an owner there. The contract was rushed, and crucial details were not disclosed. I specifically asked about the maintenance fee because I thought the previous resort in ********* would be combined into the **********, **, resort. I thought this because the supervisor stated, Lets get you out of Sin City. The pitch was that Id save money. When I told the accounting department about this, they asked if I had that in writing. The answer was no, but I would not have accepted the contract if I had known I would be charged THREE maintenance fees. When I looked at my account overview online, there were three separate charges. I called the accounting department to see what these charges were. The first was the monthly payment on the points of $193.93, the second one was the maintenance fee for ********** of $578.00, and the third charge was for the maintenance fees for ********* and the reserve of $828.00.Not only was I not saving money, but the maintenance fees tripled! The accounting told me it was too late now that I had the mortgage, and if I wanted to pay off the amount owed, they would take the ownership back without paying a single dime back to me. It is not right to take advantage of seniors this way, and I intend to shout to the *********** and back.My judgment is usually spot on, but every year, on September 11th, I have flashbacks to when I was on a flight going to ******, **, for work. I feel so violated by a brand that I trusted to share all details and not be shady. I want someone to delete the reserve points and ********** ownership because important information was not disclosed.
Business Response
Date: 12/22/2023
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 in ****, Owner purchased a float-week timeshare interest at the Summer *** Resort, located in *********, ******, from a prior developer (the *********** Ownership). The Company acquired the Summer *** Resort, now known as the *********** Resort, from the then-prior developer, ***********, LLC in August 2011 (the Acquisition Date). Following the Acquisition Date, we introduced ourselves to Owner as the new developer and invited Owner to join the Companys points-based exchange program, the Holiday ******** ******* In 2012,Owner elected to convert the *********** Ownership into a points-based ownership; therefore, the *********** Ownership now entitles Owner to ******* Club points per annum. Later, on September 11, 2023, Owner attended a Company-sponsored timeshare sales presentation, at which time she elected to add to her ownership portfolio by purchasing an annual Standard beneficial interest in the Orange Lake Land Trust (the Trust Ownership). The Trust Ownership entitles Owner to an additional ****** Club points per annum. Through our Club, Owner may utilize her Club points to secure (i) reservations at any of the Companys thirty-two (32) resort locations, (ii) reservations at thousands of resorts through the Companys exchange affiliate, RCI, (iii)reservations at thousands of IHG-branded hotels worldwide through the Companys affiliation with ****************************** and (iv) airfare, car rentals,***************** through the ********************** Program.
Owner claims that at the time of the 2023 presentation, she thought the previous resort in ********* would be combined into **********, ** resort. This is inaccurate. Firstly, since the inception of the Orange Lake Land Trust (Trust) in 2018, owners acquiring a timeshare interest from the Company receive a deeded real property interest consisting of a fractional ownership interest in the Trust. That deeded interest is tied to a number of Club points which corresponds to specific underlying inventory for inventory management purposes. Therefore, with the purchase of the Trust Ownership, Owner was assigned the Smoky Mountain Resort located in **********, ********* which allows her to book at that resort thirteen (13) to ten (10) months in advance (i.e., the Resort Access booking window); however, she is 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).Secondly, and contrary to Owners assertions, at the time of the 2023 presentation, Owner did not combine the *********** Ownership with the Trust Ownership. As stated above, Owner elected to enter into a new purchase transaction, wherein she retained the *********** Ownership and added to her ownership portfolio by purchasing the Trust Ownership. Therefore, Owner left the presentation with two (2) separate ownerships. It should be noted that at the time of the 2023 presentation, Owner executed a Holiday ******** Exchange Program Membership Agreement, which clearly reflected the fact that Owner would own two (2) separate contracts that are enrolled into the ************* program.
Owner states she was advised that she would save money with the purchase of the Trust Ownership and instead, she claims she has been charged three (3) separate maintenance fees. Owner further states that she was not given sufficient time to read her purchase documents associated with the Trust Ownership and that information was not disclosed in connection therewith. Firstly, wed like to clarify that the charges Owner refers to in the complaint are not all maintenance fees. Under the *********** Ownership, Owner has already satisfied her mortgage obligations; therefore, under this ownership, Owner remains liable for remitting her annual maintenance assessments. We can confirm that Owner was mailed a maintenance assessment statement in November 2023 for this ownership,which statement reflects a total of $828.00 due and payable by January 1, ****.Under the Trust Ownership, Owner has not yet satisfied her mortgage obligations; therefore, under this ownership, she is liable for remitting a monthly mortgage payment and annual maintenance assessment. Owners monthly mortgage obligation under the Trust Ownership is $193.93. We further confirm that Owner was mailed a maintenance assessment statement in November 2023 for the Trust Ownership, which reflects a total of $578.00 due and payable by January 1, ****. Lastly, in order to maintain a Club membership, Owner is required to remit an annual Club membership fee. For the Club membership fee,Owner was last billed in April 2023 and in connection therewith, Owner remitted the then-current fee (i.e., $149.00) on May 2, 2023.
Please be advised that the Company is committed to ensuring that all of its owners are aware of the terms and conditions of their purchase at the time of sale. To that end, Owner was required to meet with a ***************** Officer to confirm her understanding of her purchase,including without limitation, all financial obligations thereto. Owner was afforded the opportunity to review the contract documents in detail prior to the execution thereof and to ask for clarification regarding anything she did not fully understand in connection therewith. If she required additional time or additional explanation, the ***************** Officer would have been happy to provide the same. Had Owner notified the ***************** Officer that she did not understand the purchase documents and/or any aspect of the purchase,the ***************** Officer would have halted the sale to address those concerns. To the contrary, Owner affirmatively advised the ***************** Officer that she understood the terms of her purchase and executed the contract documents. As such, we reject the allegations that the terms of her purchase were not adequately disclosed to her at the time of purchase. Furthermore,before Owner left our sales center, she was provided with copies of the executed contract documentation for further review and reference, which documentation clearly sets forth the terms and conditions of her purchase as well as Owners rescission rights and how to exercise the same, which Owner failed to do.
Owner alleges that she previously requested to surrender the Trust Ownership and was advised that she would be required to satisfy her mortgage obligations in order to do so. Please note that the Company has a Horizons Program that allows qualified owners who no longer wish to retain their timeshare interest(s) the opportunity to relinquish their ownership(s) by deeding the same back to the Company. Some of the qualifications require that owners (i) have satisfied his or her mortgage obligations, (ii) have remitted payment in full of all invoiced maintenance obligations and Club dues, and (iii) remit payment of a processing fee. Because Owner has an outstanding mortgage obligation owed to the Company, she is not eligible to participate in the Companys Horizons Program at this time.
Owner requests cancelation of the Trust Ownership. Please be advised that Owners request is outside of the rescission period. In addition, we have confirmed that the documentation provided to Owner at the time of purchase is in order and that she received all requisite disclosures applicable to her purchase.Because we are unable to identify any evidence of wrongdoing on the Companys part and because Owner has outstanding financial obligations owed to the Company, we have determined that Owner is not ***********, nor eligible for,cancelation at this time and we respectfully decline her request for the same.
To the extent Owner requires assistance with maintaining her accounts current, we encourage her to contact our ***************************** by calling *************, in order to ascertain whether any assistance can be provided to her in that regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services
Customer Answer
Date: 12/22/2023

Complaint: 20956714

I am rejecting this response because: Even though it wasn't in writing, the salesperson DID NOT and the quality person DID NOT explain the reserve and the double maintenance fees! I, along with my daughter, will call the office to talk with them about this issue.
I know your office will be taking a Christmas break, so that it might be next week.
Sincerely,

***********************
Business Response
Date: 01/11/2024
We have received the rebuttal complaint filed by **************** (Owner).
Owner references a reserve assessment fee and claims that the Companys sales consultant and ***************** Officer did not explain the reserveassessment fee and double maintenance fees. Please be advised that the Reserve Assessment Fee Owner refers to is associated with her *********** Ownership. We also believe that Owner is referring to the Operating Assessment Fee that is associated with her *********** Ownership. It should be noted that both the Reserve Assessment Fee and Operating Assessment Fee are listed on Owners Maintenance Assessment Billing Statements, as each fee is associated with the total maintenance assessment obligation, which is due and payable to the ********* Resort ****************** each year (i.e., the *********** Resorts Association).
To further clarify, Owner met with the Companys sales consultant and ***************** Officer in connection with her purchase of the Trust Ownership. *************** financial obligations associated with the Trust Ownership were disclosed to Owner during the 2023 presentation. Furthermore, and as previously stated,Owner did not purchase the *********** Ownership from the Company, but rather a prior developer. Please note, that when the Company acquired the *********** Resort from the prior developer, it did not assume the liabilities of the prior developer arising prior to the Acquisition Date. As such, any issues that Owner may have regarding representations made to her at the time of sale should be directed to the prior developer. Accordingly, the Company cannot comment on Owners statements within the complaint as it pertains to what was disclosed during her presentation regarding the Reserve and Operating Assessments in connection with the *********** Ownership. Notwithstanding the foregoing, maintenance assessments run with the land and the Association strives to keep maintenance assessments as low as possible. However, there are factors that are outside of the Associations control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases in real estate taxes that impact these fees. We will continue to work with the Association to keep maintenance fees as low as possible while still maintaining and improving the facilities for the benefit of all of our owners.
To the extent Owner wishes to contact the Company via telephone call to further discuss her financial obligations, we again encourage her to contact our ***************************** by calling ************** for assistance in that regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal, Legal Services
Customer Answer
Date: 01/11/2024

Better Business Bureau:

I have reviewed the response made by the business about complaint ID ******** and find that this resolution is satisfactory to me. The financial part is ironclad, but agreeing to this doesn't mean I agree with their sales practices, especially with older people. I've borrowed the money to pay off the mortgage and will find a way to sell it to someone.

***********************************************
Initial Complaint
Date:11/30/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Holiday Inn is blatantly difficult and avoids answering questions. Their customer service has been disgraceful to say the least. I have been trying to contact them about our timeshare for months on end and they just want to give us the runaround. I am tired of being put off and avoided. Holiday Inn is not providing the services they promised. There is a terrible lack of availability as an owner, but they told us we would be able to use it all the time. If we check availability for non owners there are all kinds of openings. They are purposely blocking us from using the timeshare so other people, NON MEMBERS, can use it. Why are we paying such high costs for maintaining these places and so called great availability if we cant use it? Holiday Inn is making double the money, but completely neglecting to honor its promises to us. The few times we have used it over the years, it has been horribly crowded and they harass us the entire time to sit through more sales pitches. We are tired of this endless cycle of paying, harassment,and disappointment. We want out of this timeshare immediately. We want to drop it like a bad habit. Staff is rude and condescending. **************** on the phone refuses to talk to us or help in any way. Their A+ rating should be revoked immediately. How can a company with 1 star possibly have an A+ rating? They provide 1 star rooms and 1 star service to OWNERS who are paying them thousands for all the promises they have broken. Holiday Inn owes us an explanation, an apology, our money back, and a cancellation of our timeshare. We will never give Holiday Inn our business again.
Business Response
Date: 01/11/2024
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 entered into his first purchase transaction with the Company on May 8, 2019, at which time he elected to purchase an annual standard beneficial interest in the Orange Lake Land Trust (the Initial Ownership).The Initial Ownership entitled Owner to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).Thereafter, on July 23, 2021, Owner elected to trade in the Initial Ownership and applied the accrued equity therein towards a purchase of an annual standard beneficial interest in the Orange Lake Land Trust, which entitles him to ******* Club points per annum (the Upgrade Ownership).
Owner claims that he has been harassed to attend the Companys timeshare sales presentations. Please be advised that our ******************** often extends offers to prospective purchasers and owners to attend the Companys timeshare sales presentations and such offers may include receiving a deeply discounted mini vacation and/or proffered incentives. If Owner does not wish to attend additional timeshare sales presentations in the future, he is under no obligations to do so and is welcome to decline any invitations or offers extended to him in exchange for his attendance, as all sales presentations are voluntary. Upon receipt of the complaint, we have removed Owner from our Marketing database, and he should not receive any additional invitations to attend sales presentations in the future.
Owner alleges that he has experienced a lack of availability despite the Company promising that he could vacation anytime. Please note that Owner may utilize Club points to secure reservations at any of the Companys thirty-one (31)resort locations. In addition, Owner 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, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ********************** (II), and (iv) discounts on airfare, car rentals, cruises, and more, through the ********************** program. In connection with the Companys resorts, Owner may secure reservations in any available unit, at any resort,during any time of year, provided his financial obligations are current, and further provided that he has the requisite number of Club points in his account for the desired reservation. Please be advised that it was fully disclosed to Owner at the time of purchase that all reservations, including accommodations made available through IHG, II, and RCI, are subject to availability on a first-come, first-served basis and if Owner is not able to secure his first vacation choice, an alternate choice may be required to confirm a reservation.It was also fully disclosed to Owner that 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 **************.
Owner further claims the Company is blocking him from utilizing his Upgrade Ownership in order to give greater availability to non-owners. We dispute this claim. Please be advised that the Companys resorts, while primarily used by our ownership base, are not exclusive to owners and at no time was Owner advised to the contrary. Moreover, accommodations that are made available through the Club are all of the accommodations that have been purchased by the members of the Club. Accommodations that have not been purchased by Club members are owned by the Company. The Company pays the maintenance fees applicable to these accommodations and they are not part of the Club inventory.As such, owners cannot utilize Club points to secure reservations in Company-owned inventory. Such inventory is utilized by the Company with its marketing promotions and some of said inventory is rented by the Company from time to time, which rates and fees are subject to change. Owner is therefore not competing with non-owners for reservations as the inventory is maintained in two (2) separate pools and owner-owned inventory is reserved for owners. In addition, non-owners are not members of the Club and as such do not receive the benefits of our Club program, which benefits are exclusive to Club members,such as access to the Companys MaxTime benefits (i.e., deeply discounted vacation offers).
Owner expresses concern regarding the BBB Review rating. Please note that the BBB Review ratings are given a separate score and are distinct from the BBB rating itself, which the Company has consistently held a rating with the BBB of A+over the past several years. Please note that the Company has more than ******* owners and we offer more member benefits, choices, and distinctive vacation experiences than ever before. Through our growing portfolio of member resorts and our alliance with IHG, we offer families many exciting vacation options,and the vast majority of those families are satisfied with their ownerships.
Owner further expresses dissatisfaction with the quality of the Companys accommodations. Upon review of Owners use history, we find that he and/or his wife have completed two (2) marketing reservations and two (2) Club reservations at the Companys resort locations. In connection therewith, we have no record of either party previously raising concerns during their stays.Notwithstanding the foregoing, we apologize to Owner to the extent the Company failed to meet his 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 and owners, and we regret that this was not Owners experience, which we believe to be an aberration and not indication for how each resort is maintained on a regular basis.
Owner claims that he has previously contacted the Company, but that his requests for assistance were ignored. Owner further states that the Companys agents have exhibited rude behavior. Firstly, our records reflect that Owner and/or his wife last contacted the Company via telephone call on September 27, 2021. At that time, Owners wife was requesting assistance with booking a reservation and the reservation she desired was unavailable. Accordingly, our agents offered Owners wife alternative reservation options and she advised that she would contact the Company back once she decided if the alternative reservation options were acceptable. Owners wife ultimately elected to book a reservation online the following day. We are unable to locate any record of Owner or his wife contacting the Company via telephone call since that time. Please also note that we have no record of Owner previously presenting concerns regarding the customer service provided by our agents at the time of their calls. Moreover, our records show that Owner submitted complaints via the ************************** in October 2023 and November 2023. On each occasion, the Company responded to Owner advising him to submit his concerns via the Better Business Bureau. Notwithstanding the same, we sincerely apologize to Owner to the extent he felt that our agents were discourteous to him, as we certainly do not condone such behavior. We thank Owner for his feedback, and we will continue to work with our agents in this regard.
Owner requests cancelation of the Upgrade Ownership and a refund of monies paid.Please be advised that Owners request is untimely as the rescission period has expired. Our records reflect 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 his purchase, including,without limitation, the financial obligations attendant thereto. Moreover,because Owner has outstanding mortgage obligations owed to the Company, he is not ***********, or otherwise eligible for, cancelation or a refund of monies paid, and we respectfully decline Owners request for the same.
Owners account is currently 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

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

We are in no way satisfied with Holiday Inns response. We have contacted Holiday ********************* since 2021. They have not honored the benefits and guarantees that were
made in their presentations. The employees go from pleasant to rude and disrespectful if we
refuse to upgrade or if we ask them questions they dont have good answers for. When we
stayed in ************ we declined to attend a meeting and they called our room every two
hours harassing us. Customer Service on the phone is the same way. They are rude,
condescending, and will refuse to speak with us or provide any assistance. The response they
have provided confirms that everything we were told in the presentation was either inaccurate or
entirely wrong. Even if owner and non-owner inventory is tracked separately, we were still told
they were owners only resorts that we could use anytime. It was not disclosed that reservations
were on a first come first serve basis as that would make the timeshare an overpriced rewards
program and we would not have agreed to it if we had known. Not only is it not owners only, but
the limited opportunities for booking tells me they have grossly oversold the buildings. What is
the point of us paying so much in annual fees when it is scarcely available or when the rooms
have been consistently poor quality? There is no way it was a fluke that each room, at different
resorts, was of the same poor condition. We are not getting what was promised to us and
therefore will not pay for substandard conditions or terms that were not properly disclosed.

*******************************
Business Response
Date: 02/16/2024
Please see the attachment for the Company's formal response to Mr. ********** latest rebuttal complaint.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
Customer Answer
Date: 02/23/2024

Complaint: 20937365

I am rejecting this response because:
The benefits of ownership ********* has described is misleading as they are not readily or
easily accessible. The way she describes it makes it sound like an owner can use any one of
those options simultaneously which is not true. Airfare or car rentals for example would require
a large amount of points to secure even one ticket or rental. The value of the points to do so
would actually make the plane ticket or car rental more expensive or minimally less expensive
than if we just bought the ticket or rented the car. The idea of these travel discounts is to be able
to use them to get to/from a reservation that was also covered by points, or at least thats what
the salesmen told us in our meetings. The salesmen presented these benefits and the points in
such a way that we would be able to use our points for any combination of these benefits. The
dollar amount to have the points and be able to utilize them for all these benefits would be so
much more expensive than making our own arrangements. There is no value or practicality to
this timeshare and the salesmen were not upfront about this whatsoever. It was not thoroughly
explained and they did not set the right expectations about these benefits.
I acknowledge the small singular point of the contract she included in her response, however,
this is one of our problems with the entire system. They did not thoroughly or properly explain
what we would be getting and they glossed over the contract. We had no reason to think they
were being dishonest or hiding the whole truth from us, but they did. She also does not address
the rudeness or disrespectful actions of Holiday Inn employees when we have refused to
upgrade deeper into their timeshare. We only attended additional meetings to get information
about what we already had and we were also told meetings were mandatory during each stay.
During our first stay we were told an upgrade would help us use the benefits mentioned above,
but it did not. At meetings after the upgrade we refused to purchase anything additional and the
sales staff attitude quickly went from friendly to flat out rude and condescending.
********* insists weve been in limited contact with them but we have contacted Holiday Inn
about these issues numerous times in the last three years with no solutions offered. We
encourage Holiday Inn to take a hard look at their salesmens conduct and integrity. They
absolutely set us up for failure.

Sincerely,

*********************************
Initial Complaint
Date:11/27/2023
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.
Upon arrival, we intended to schedule the presentation for the last day but were abruptly informed it had to be the next day, causing inconvenience. The promised 90-minute session extended to an exhaustive 4 hours, causing distress, especially given my health circumstances.Our primary goal was to create family memories and embark on memorable trips. However, at no point were we informed that this was a timeshare arrangement. Had this been communicated, we would have reconsidered our decision.The room we occupied fell below resort standards, infested with worms and lacking cleanliness. This compounded our frustration as we believed we were purchasing a simple resort stay. Considering my ongoing battle with cancer, our financial situation, and the overall misrepresentation, we find ourselves in an unaffordable and undesirable arrangement.We request the cancellation of our Holiday Inn timeshare contract and a refund of the money paid, considering the circumstances and the undue stress placed upon us.
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.
Owner entered into his transaction with the Company on September 11, 2021, at which time he purchased an annual Standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles him to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Timeshare Presentation. Owner expresses dissatisfaction with the date of his timeshare presentation. Our records show that on Owner checked-in the Companys Villages Resort located in *****, ***** on September 10, 2021,through September 13, 2021. At the time of check-in, Owner was invited to attend the Companys timeshare sales presentation on September 11th in exchange for (i) four (4) hours pontoon boat rental, and (ii) waterpark tickets. Owner ultimately agreed to the terms of the marketing promotion, scheduled his timeshare presentation, and attended the Companys timeshare presentation as required. Owner, however, was under no obligation to participate. To the extent Owner does not wish to attend additional timeshare sales presentations in the future, he is under no obligation to do so and may decline any invitations extended to him in connection therewith.
Owner also expresses dissatisfaction with the length of the Companys timeshare presentation. The duration of our presentation is approximately two (2) hours for new owners, the actual duration of which will depend on a prospective purchasers level of interest and questions asked. At the conclusion of the sales presentation, the prospective purchaser is asked whether he or she would like to make a purchase. Those wanting to purchase then select inventory and thereafter the contract documentation is prepared for the prospective purchasers review and execution. In addition, any incentives offered to prospective purchasers in exchange for their attendance at the sales presentation are provided at this time. Each of these factors accounts for any additional time Owner spent at the sales center in connection with his purchase.
Contract.Owner claims he was unaware that the Ownership was a timeshare. We dispute this claim. Our product is timeshare and is presented as such. The first sentence of the Contract for Sale 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 that the Ownership was presented as something other than a timeshare interest.
Accommodations. Owner claims that while traveling to the Companys resort, he experienced issues with the accommodations received. Our records show that Owner visited the Companys Villages Resort in September 2021 and Hill Country Resort in August 2022. Please note that the Company has no record of Owner raising any of the concerns outlined in the complaint to the Company at the time of his stays. Regardless of the same, we sincerely apologize to Owner to the extent that the Company has failed to meet his 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 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.
Cancelation. Owner requests cancelation of the Ownership and refund of monies paid. We are unable to substantiate Owners claims of wrongdoing the part of the Company. Also, our records show that the applicable rescission period has expired, and while we are sympathetic to Owners hardships, the same does not absolve Owner of his contractual obligations. 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 Ownership, he may contact the **************************** 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 obligations owed to the Company, his account is not eligible for cancelation through the Horizons Program at this time.
Owners account is currently delinquent. To the extent that Owner is facing a financial hardship, we encourage him to contact the ********************************************** by calling ************, to ascertain what options may be available to him to assist him with maintaining his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

*********************************
Paralegal,Legal Services

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Holiday Inn Club Vacations Incorporated is BBB Accredited.