Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated

Complaints

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

Customer Complaints Summary

569 total complaints in the last 3 years.
177 complaints closed in the last 12 months.

If you've experienced an issue

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:08/02/2023
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.
My family and I were offered gifts to attend a sales presentation, but what followed was a high-pressure and relentless sales pitch that did not align with reality. We were promised numerous benefits that turned out to be false. Firstly, we were assured that planning trips with short notice would be easy, but in reality, booking a vacation has been nearly impossible due to a 10-13 month lead time requirement. Additionally, we were told the timeshare could be used for business travel, but this has not been the case, leading to additional expenses for hotel stays. Furthermore, the claim that this would allow us to save money on multiple yearly vacations has been completely unattainable as we have never been able to book a stay at any of the resorts. The financial aspects were also misrepresented. We were pressured to sign the contract with a high-interest rate, with false promises that we could refinance later at a lower rate. However, we found that banks do not refinance timeshare loans. Moreover, we were misled about the process of selling the timeshare, as the person who promised to assist with selling was no longer available and we were left without any support. During the contract signing, I was rushed and not given the opportunity to fully review the agreement, leading to potential misunderstandings and confusion. Additionally, I reached out during the pandemic when resorts were closed, expecting some understanding and support, but instead, I was met with inflexibility and insistence on payment. As a result of these deceptive practices, my family and I have suffered significant financial losses and missed out on quality family time that we used to enjoy through regular vacations. Therefore, I demand an immediate cancellation of my timeshare contract with Holiday Inn Club Resort due to the grossly exaggerated benefits and lies told by your sales agents.
Business Response
Date: 08/22/2023
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 show that in 2017, while Owners were vacationing at the Company’s
Orange Lake Resort located in Kissimmee, Florida (the “Resort”), they were
invited to attend the Company’s timeshare sales presentation. In connection
therewith, they were advised that at the conclusion of the timeshare
presentation, they would receive (i) one (1) ticket at wholesale cost, and (ii)
five (5) 3-day play passes for use during their stay at the Resort. Owners
agreed to the terms of the promotion and attended the Company’s timeshare
presentation on March 3, 2017. During the 2017 timeshare presentation, Owners
met with a sales consultant who discussed the benefits of vacation ownership
and the Company’s points-based exchange program, the Holiday Inn Club (the
“Club”). At the conclusion of the 2017 presentation, Owners were asked if they
were interested in purchasing a timeshare interest. Owners expressed interest
and were provided with various options for purchase. Owners declined each
option presented to them on the basis of price, electing to forego a timeshare
purchase.
Prior
to leaving the sales center, Owners met with a Latitudes sales consultant. The
sales consultant inquired as to whether Owners would prefer to purchase a
pre-paid vacation package that would enable them to experience timeshare
ownership on a trial basis by allowing them to book one (1) eight (8)
consecutive day stay, in any size unit up to and including a two-bedroom unit,
at their choice of several specified resorts (“Latitudes Package”). The terms
of the Latitudes Package required the purchasers to attend a timeshare
presentation during the course of the eight (8) day vacation redeemed
thereunder. Owners agreed to the terms of the Latitudes Package and remitted
full payment for the same at the time of sale. Owners booked the Latitudes
Package vacation in November 2018, and later attended the Company’s timeshare
presentation at the Resort on March 25, 2019. During the 2019 timeshare sales
presentation, Owners met with a sales consultant. At the conclusion of this
sales presentation, Owners purchased an annual standard beneficial interest in
the Orange Lake Land Trust, entitling Owners to 100,000 Club points every year
(the “Ownership”).
Timeshare
Presentation. Owners state that when they attended one
(1) of the Company’s timeshare presentation, the presentation lasted hours. Please
note that the Company’s timeshare presentations are approximately ninety (90)
minutes for prospective purchasers depending on the respective marketing
promotion they are touring under. Please note, however, the actual duration is
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 their respective purchases.
Owners
further claim that they were subjected to “high pressure” sales tactics. We
dispute Owners’ characterization of the Company’s sales process. The Company’s
sales consultants are enthusiastic about its resort offerings, but they do not
force prospective purchasers to buy timeshare interests, nor do they prevent
prospective purchasers from leaving the sales center without making purchases.
If Owners determined that the offer presented to them did not constitute a good
purchase at the right price, they were welcome to decline the offer and leave
our sales center without making a purchase, just as Owners did during an August
2015 presentation. At the conclusion of the 2019 sales presentation, however,
Owners determined that the Company’s timeshare product was beneficial to their
vacation needs and elected to purchase the Ownership. In fact, at the time of
purchase, Owners executed a Sales Pre-Confirmation Checklist, wherein they
listed their reasons for purchasing. Owners listed “family time,” “flexibility
of locations,” and “absolutely love the properties.” As such, we reject Owners’
assertions that they were pressured to make a purchase that they did not
desire, as their reasons for purchasing with the Company and joining the Club
reflect otherwise. Furthermore, Owners were provided with copies of all
executed documentation prior to leaving the sales center and were further
afforded the rescission period in which to review the contract documents
further and/or rescind their purchase if they so desired.
Club
Benefits. Owners state that they were shown examples of
vacations that they could book with their Ownership. This is true. Please be
advised that the Company’s sales consultants are trained to clearly describe,
in detail, the benefits, rights, and obligations attendant to each timeshare
purchase. Please note that our sales consultant provided Owners with real time
examples of reservations that can be secured through the use of Club points and
the number of Club points required to secure such reservations. Through Owners’
membership in the Club, they may utilize their Club points to secure
reservations at any of Company’s thirty-two (32) resort locations. In
connection therewith, Owners have the flexibility of booking reservations in
any available unit, during any season, for any length of time, provided that they
have the requisite number of Club points for the desired reservation, and
further provided that their account is current. Please note that the number of
Club points needed to confirm a reservation is subject to various factors such
as, resort, season, unit type, unit size, length of stay, day of the week, etc.
Moreover, Owners may also use their Club points to secure reservations at (i)
thousands of IHG-branded hotels worldwide through the Company’s affiliation
with IHG, (ii) thousands of resorts worldwide through the Company’s exchange
affiliate, RCI, and (iii) airfare, car rentals, cruises, and more through the
Company’s Club Partners Program. With regard to the Club Partners Program,
please note that confirming a transaction for airfare, car rentals, or cruises
is subject to factors such as the then-current rates, which rates are set by
the airlines, car rental, or cruise companies and not the Company. Similarly,
the number of Club points required to book reservations through IHG or RCI are
set by each respective company and fluctuate based on the hotel brand, season,
occupancy rates, day of the week, length of stay, size of accommodations and a
host of other matters wholly outside of Company’s control. Moreover, it should
be noted that Owners were not guaranteed that they would have a sufficient
number of Club points to satisfy all of their travel requirements each time
they decided to travel, as how far Owners’ Club points will extend is entirely
dependent on how they elect to utilize their Club points.
Owners
also express concern regarding the ease by which they can book reservations on
short notice. Please be advised that Owners may book reservations at the
Company’s resort locations in the Resort Access or Open Access booking window.
Resort Access allows owners who own or are assigned a particular resort,
priority access, meaning that they can book reservations at their owned, or
assigned, resort up to thirteen (13) months in advance, and reservations booked
thirteen (13) to ten (10) months in advance are classified as Resort Access
reservations. For inventory management purposes, each purchase in the Orange
Lake Land Trust is assigned a resort. With the purchase of Owners’ Ownership,
they were assigned Resort Access to The Villages Resort, located in Flint,
Texas. Therefore, Owners can begin booking reservations thirteen (13) months in
advance of their anticipated check-in date. Open Access allows owners to book
reservations at any of Company’s resorts regardless of what they own. The Open
Access booking window opens ten (10) months to one (1) day prior to the
anticipated arrival date. Therefore, Owners do have the capabilities of booking
reservations on short notice. However, 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 them to book reservations in
advance, we encourage them to take advantage of opportunities available through
RCI’s Last Calls which are deeply discounted last minute vacations.
Alternatively, they are welcome to (i) utilize the Company’s Points Shield
program which would entitle them to a full reimbursement of Club points
expended in connection with a reservation in the event of a subsequent
reservation cancelation, and/or (ii) transfer their Club points for use through
IHG, where points-so deposited never expire.
Upon
review of Owners’ usage history, we can confirm that Owners have not utilized
the Ownership. Please note that Owners’ forbearance of use of the Ownership
does not relieve them from the contractual obligations they agreed to at the
time of sale. Notwithstanding the foregoing, if Owners require assistance on
how to utilize their Club points to its fullest potential, we recommend that they
contact a Vacation Counselor at (877) 606-2582, who will be happy to assist in
that regard. It should be
noted, however, that Owners will be unable to secure reservations under their
account until they bring their account current.
Save
Money. Owners claim that the Company’s agents advised them
that they could save money on vacationing through timeshare ownership. It is
the case that owners can spend less money on timeshare ownership than what they
would otherwise spend on vacations. According to the American Resort
Development Association, a purchaser of timeshare could save up to $14,000 over
a period of ten (10) years as compared to what it would cost to rent two (2)
hotel rooms for one (1) week each year in the same location. This is because
most timeshares feature private bedrooms, and it is more cost effective for
owners with a larger group or family to stay in one spacious multi-bedroom unit
than to book multiple hotel rooms. Timeshares can also help save money on
dining costs because most timeshares are equipped with kitchens. These are just
a few examples of how owning timeshare can save money. At each presentation, purchasers are advised
that there are multiple benefits to owning timeshare and that the value
associated with a timeshare purchase is derived from the use of the timeshare
itself. It is within the discretion of each individual purchaser to decide
whether the offers presented constitute good offers at the right price based on
his or her travel needs.
Financial
Obligations / Refinance. Owners allege that the financial
obligations attendant to their purchase were misrepresented. We dispute this
claim. Once Owners advised the sales consultant that they wanted to purchase
the Ownership, they were provided with a one (1) page Purchase Proposal setting
forth the key terms of their purchase, including, without limitation, the
purchase price, down payment, amount financed, term of loan, monthly payment,
maintenance fees, and interest rate, in order to confirm their understanding of
the same. It should further be noted that the Purchase Proposal clearly
disclosed that the interest rate associated with Owners’ purchase of the
Ownership is 15.95%, not 16.9% as Owners state in the complaint. Furthermore, Owners
executed the Owner Clarification Form acknowledging that “If you financed
your purchase, refinancing options for Timeshare Interests are limited. You are
not relying on any promise or expectation of refinancing your loan in the
future. Many lending institutions do not offer refinancing options for
Timeshare Interests.” We therefore
dispute the claim that Owners were advised otherwise.
Investment
/ Resale. Owners further allege that the sales consultant made
representations concerning investment potential. Owners also allege that upon
seeking options for resale, they found timeshares selling for one ($1) dollar. Please
be advised that the Company does not promote its timeshares as income
generators and/or financial investments for profit. As stated above, timeshares
are use-based products, the value of which is derived from the use thereof, and
Owners were advised of the same at the time of purchase. Moreover, at the time
of sale, Owners executed the Owner Clarification Form and initialed the
provision that provided that the timeshare is “being purchased for personal
use and enjoyment and that you are not purchasing with an expectation of
receiving any tax benefit or income from rental or profit from the resale of
your Timeshare Interest and (ii) the market for resale of timeshare interests
is poorly established.” Furthermore, the Company does not currently, nor
has it ever, offered buyback and/or resale services and it was fully disclosed
to Owners in the Purchase Agreement that the Company would not provide
assistance with such endeavors. We therefore deny that Owners would have been
advised to the contrary.
Contract.
Owners further allege that they were not given sufficient time to read the
purchase documents and that they were not provided with clear disclosure of the
same. We dispute these claims. 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, Owners were required to meet with a Quality Assurance
Officer to confirm their understanding of the purchase, including without
limitation, their rescission period and all the financial obligations thereto.
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 they required additional
time or additional explanation, the Quality Assurance Officer would have been
happy to provide the same. Had Owners notified the Quality Assurance Officer
that they did not understand the purchase documents and/or any aspect of the
purchase, the Quality Assurance Officer would have halted the sale to address
those concerns. Instead, Owners affirmatively advised the Quality Assurance
Officer that they understood the terms of their purchase and executed the
contract documents. If Owners did not agree to the terms and conditions of their
purchase transaction, they had the option of canceling the purchase within their
rescission period. The period by which to cancel the contract was fully
disclosed to Owners at the time of purchase in accordance with applicable law.
Owners were also provided with copies of the executed documentation at the time
of purchase which clearly set forth the rescission period as well as the
instructions for exercising the same. As such, we reject the allegations that
the terms of Owners’ purchase were not adequately disclosed to them at the time
of sale.
COVID-19.
Owners express concern regarding resort closures in 2020 and the fact that they
remained responsible for remitting payments. Please be advised that the Company
briefly closed its resorts in 2020 in accordance with CDC guidance and local ordinances.
We have no record of Owners attempting to secure any reservations during this
time, nor did they have any pending reservations that required cancelation as a
result of the closures. Furthermore, upon purchasing the Ownership, Owners
agreed to timely remit all financial obligations attendant to the Ownership,
which is not dependent upon the use of same. Please further note that maintenance
assessments are used for the operation and maintenance of the resorts in the
amounts approved by the Association’s Board of Directors. Even if a resort is
closed, there are many expenses that continue to be incurred, such as property
taxes, maintenance of common areas like the grounds and pools, insurance,
security, and utilities. Additionally, our teams utilized the unexpected resort
closure period to complete those maintenance and deep cleaning projects that
are difficult to execute and/or require more expense and resources when guests
and owners are on property. This ensured that the resorts were even better prepared
to welcome guests and owners once the resorts re-opened. In addition, in
recognition that many owners were reluctant to travel as a result of the
pandemic, the Company extended the expiration dates of 2019 and 2020 Club
points and deposited an additional 50,000 Club points in the accounts of all
owners at the Traditional membership level, including Owners’ account.
Cancelation.
Owners claim that they previously contacted the Company requesting cancelation,
but they are dissatisfied with the options previously provided. Our records
confirm that Owners have previously contacted the Company requesting
cancelation of the Ownership in 2020 and 2022. On each occasion, Owners were
advised that the Company offers owners who have fulfilled their mortgage
obligations and who are current on all other financial obligations the option
of surrendering their timeshare interests back to the Company through our
Horizons Program. As Owners admit in the complaint, they were advised of the
Horizons requirements, which includes the remittance of outstanding obligations
and a processing fee in order to proceed. Our records reflect that Owners have
outstanding obligations owed to the Company and as such, they are not currently
eligible to participate in the Horizons Program. Please note, however, that
Owners are under no obligation to participate in the Horizons Program. Owners
may instead elect to sell independently, gift, exchange, and/or bequeath the
Ownership as they deem fit in accordance with the Company’s transfer
requirements, which Owners were previously advised of the same at the time of
each inquiry.
Notwithstanding
the foregoing, please be advised that Owners’ cancelation request is untimely
as their rescission period has expired. In addition, we have confirmed that the
documentation provided to Owners at the time of purchase are in order and that
they received all requisite disclosures applicable to their purchase. Because
Owners have outstanding financial obligations owed to the Company, we have
determined that Owners are not entitled to, or otherwise eligible for, account
cancelation. We therefore respectfully decline their request for the same.
Our records reflect that Owners’
account is currently delinquent. We recommend that Owners contact our Capital
Management Department by calling (800) 298-3706, to ascertain what payment
arrangements, if any, may be available to assist them with their payment
obligations.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

Katherine M*******
Paralegal, Legal Services
Initial Complaint
Date:07/31/2023
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.
4/23 to 7/31/23
10:45 AM

This is a predatory time share operation. Everything they offer is designed to push you into a signing a time share contract. They will say anything l to get you to sign up and they grossly miss represent what you actually get for your hard earned dollars. They show you a really nice property and if can book your first stay you quickly find out your dirty room is out buy the high way and you have to pay extra to get the nice rooms they sold you. If you complain they blow you off and threaten to call security on you.. the attached photo is of the rag we used to try and clean the kitchen up with. They rent the rooms to prospective customers cheaper than what you pay for blocking you out of most booking dates too.
Business Response
Date: 08/31/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Mr. ***** *“Owner”). We
appreciate the opportunity to respond to the concerns set forth therein.
Our
records show that Owner attended the Company’s timeshare sales presentation on
April 20, 2023, at which time he elected to purchase an annual standard
beneficial interest in the ****** **** **** ***** (the “Ownership”). The
Ownership entitles Owner to 75,000 points in the Company’s points-based
exchange program, the Holiday Inn Club (“Club”).
Pressure.
Owner claims that he endured pressure and “predatory” sales practices during
the Company’s sales presentation. We dispute Owner’s characterization of our
sales process. Our sales consultants are enthusiastic about vacation ownership
and our resort offerings, but they do not force anyone to purchase our product,
nor do they prevent prospective purchasers from leaving our sales centers
without making a purchase. In fact, many prospective purchasers who attend the
Company’s timeshare presentations leave the sales center without making a
purchase, just as Owner himself did when he attended the Company’s presentation
in 2015. To the extent Owner did not wish to purchase the Ownership, he was
more than welcome to decline the offer(s) presented to him at the time of
purchase, or alternatively, to exercise his rescission rights within the
statutory rescission period, which he did not do. Furthermore, at the time of
his purchase with the Company, Owner executed the Sales Pre-Confirmation
Checklist listing his reasons for purchasing the Ownership. Owner listed “go on
better vacations,” “go on more vacations,” and “save money,” as his primary
reasons for his decision to purchase. As such, we reject Owner’s allegation
that he was pressured to make a purchase he did not want.
Terms.
The complaint further states that the Ownership is other than what was
presented to Owner at the time of purchase. We dispute Owner’s claims that the
sales personnel misrepresented the terms and conditions of the Ownership.
Please note that the Company is committed to ensuring that all of our owners
are aware of the terms and conditions of their purchase at the time of sale. To
that end, the Company’s sales consultants are trained individuals who exercise
care in clearly describing in detail the benefits, rights, and obligations
attendant to each purchase. Furthermore, as part of the sales process, Owner
was required to meet with a Quality Assurance Officer to review the contract
documentation and the details of his purchase to ensure that he had a full
understanding of the terms and conditions associated with the Ownership. Owner
was handed each document and was provided the opportunity to review each in
detail prior to signing, as well as the opportunity to ask for clarification
regarding anything he did not fully understand in connection therewith. If
Owner had communicated to the Quality Assurance Officer that he did not
understand the purchase documents and/or any aspect of the purchase, the
Quality Assurance Officer would have halted the sale to address those concerns.
Likewise, if Owner required additional explanation or more time to review the
documents the Quality Assurance Officer would have been happy to provide him
with the same. Before leaving the sales center, Owner affirmatively advised the
Quality Assurance Officer that he understood the terms of his purchase and
proceeded to execute the contract documentation applicable to the same.
Exclusivity.
Owner claims that he must compete with the general public when trying to secure
reservations at the Company’s resort locations. This is untrue. As a point of
clarification, the Company’s owners are entitled to book reservations in
owner-owned inventory which inventory is part of the Club. They are not
entitled, however, to book reservations in the developer-owned inventory, for
which the Company pays all applicable maintenance assessments. From time to
time, the Company utilizes developer-owned inventory to accommodate persons on
property at the invitation of its Marketing Department and releases
developer-owned inventory for rental to non-owners through third-party
websites. Owner-owned inventory, however, is not eligible for such third-party
rental. Therefore, while the general public may be able to secure reservations
in un-booked rooms, these reservations have no impact on Owner’s ability to
secure reservations in owner-owned inventory. In addition, non-owners are not
afforded the same level of priority or access as our owners. Furthermore, at no
time are prospective purchasers advised that resort access is limited or
exclusive to the Company’s ownership base.
Moreover, at the time of the presentation,
Owner was advised that he can utilize his Club points to secure reservations at
any of the Company’s thirty-two (32) resort locations. In addition, Club points
may be utilized to secure (i) reservations at thousands of IHG-branded hotels
worldwide through the Company’s affiliation with IHG, (ii) reservations at
thousands of resorts worldwide through the Company’s exchange affiliate, RCI,
and/or (iii) discounts on airfare, car rentals, cruises, and more, through the
Company’s Club Partners program. Owner was provided the Member Guide which
shows exactly how many Club points are required to secure reservations at each
of the Company’s resort locations, broken down by resort, season, unit type,
unit size, and day of the week. It should be noted that Owner was provided
clear disclosure that all reservations are subject to availability. He was also
given full disclosure of the financial terms and obligations attendant to his
purchase. Furthermore, Owner was advised that enrollment in the Club program
does offer its owners benefits such as MaxTime offers and tiered membership
levels that offer perks such as complimentary stays, reservation upgrades,
discounts, and more, all of which are not available to individuals who are not
enrolled in the Club program.
Upon review of our records, we show that Owner
has completed (2) reservations at the Company’s resort locations. Additionally,
we find that Owner has one (1) pending reservation for a February 2024 stay at
one (1) of the Company’s newly acquired Mexico resort locations, which he booked
on August 16, 2023. We therefore deny Owner’s insinuation that the Company is
preventing him from utilizing his Ownership when his usage history reflects
otherwise.
Accommodations.
Owner claims that while traveling to the Company’s resorts, he experienced
issues with the accommodations received. Firstly, please note that the Company
did not receive any images attached to Owner’s complaint. Secondly, 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, or thereafter. 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 Owner’s
experience, which we believe to be an aberration and not indicative for how
each resort is maintained on a regular basis.
Cancelation
/ Refund. Owner requests cancelation of the Ownership and a
refund of monies paid. Please be advised that Owner’s rescission period has
expired. In addition, we have confirmed that the documentation executed by
Owner in connection with his purchase are in order. Owner received all
requisite disclosures applicable to his purchase, which clearly identify the
terms and conditions of his purchase, including without limitation, the
financial obligations, and his statutory rescission period thereto. Based on
these reasons, we find no basis to warrant contract cancelation and/or refund
of monies paid, and we respectfully decline Owner’s request for the same.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal, Legal
Services
Customer Answer
Date: 09/20/2023
I responded to the IHG response. This complanate was closed before IHG responded!
Initial Complaint
Date:07/25/2023
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.
We are writing to express my strong desire to cancel my timeshare contract with your company.
The sales presentation I attended was filled with deceptive tactics and undue pressure that led
me to make a decision under false pretenses.
During the presentation, the pressure to purchase began to mount. The salesman made it seem
like we had no time to think about the decision to purchase. This coercive approach left us
feeling trapped and unable to make an informed choice.
One of the many lies we encountered during the presentation was when the gentleman printed
paperwork for our signature and explained that the mortgage we were getting could be
refinanced through any bank like any other mortgage. He related that it was quicker to start by
putting the initial couple of payments on a travel credit card and that way we were getting those
travel points as well.
Given the unreasonable and ever-increasing maintenance fees, we find it necessary to exercise
our right to cancel this contract immediately. We refuse to bear the financial burden imposed by
these unjustifiable fees any longer. The deceptive practices employed during the sales presentation have undermined my trust and confidence in your company. We no longer wish to be bound by a contract that was entered into based on false information and misleading promises.
Business Response
Date: 08/25/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Mrs. ***** (“Owner”).
We appreciate the opportunity to respond to the concerns set forth therein.
Our
records reflect that on December 17, 2019, Owner attended the Company’s
timeshare sales presentation and elected to purchase an annual standard
beneficial interest in the ****** **** **** ***** (the “Ownership”). The
Ownership entitles her to 175,000 points every year in the Company’s
points-based exchange program, the Holiday Inn Club (“Club”).
Pressure.
Owner claims that she was pressured, misled, and rushed into purchasing the
Ownership. We dispute Owner’s characterization of the Company’s sales process.
Firstly, please be advised that attendance at the Company’s sales presentations
is voluntary, and if Owner does not wish to attend additional sales
presentations in the future, she is under no obligation to do so and may
decline any promotions, invitations, and/or incentives offered to her in
exchange for her attendance. Secondly, the Company’s sales consultants do not
force prospective purchasers to purchase timeshare interests, nor do they
prevent anyone from leaving the sales center without making a purchase. If
Owner did not believe that her purchase constituted a good purchase at the
right price, she was under no obligation to consummate the purchase and was welcome
to leave the sales center without making a purchase, just as Owner herself did
when she attended a November 2020 Company-sponsored timeshare presentation.
Furthermore,
as a part of the Company’s sales process, Owner was required to meet with a
Quality Assurance Officer (“QAO”) at the time of her purchase to confirm her
understanding of the terms and conditions of her purchase. The QAO allowed
Owner as much time as she desired to review the contract documentation and to
raise any questions regarding the same and/or her purchase. Owner was afforded
the opportunity to review the contract documents in detail for as long as she
needed, prior to the execution thereof and to ask the QAO for clarification
regarding anything she did not fully understand in connection therewith. If
Owner required additional time to review the contract documents and/or
additional explanation of the same, the QAO would have been happy to provide
Owner with the same. In addition, prior to leaving the sales center, Owner was
provided with copies of the executed contract documents and was afforded the
statutory rescission period in which to review the contract documents further
and/or to rescind her purchase, which Owner did not do.
Refinance. Owner
claims that when she was obtaining financing through the Company, she was told she
could refinance her mortgage later with any bank. We dispute this claim. Firstly,
Owner was under no obligation to make a purchase and/or to finance the
purchase. Moreover, the method by which an owner elects to remit any payments
to the Company is up to their own discretion. Secondly, a person’s ability to
obtain third party financing depends upon a multitude of factors, including a
person’s credit history, the lender’s requirements, and the lending climate at
the time the loan is applied for. Our sales consultants are aware of this and
as such they do not advise prospective purchasers regarding the likelihood that
they will be able to secure alternate financing. Instead, prospective
purchasers are advised that there is no prepayment penalty if they elect to
repay the loan prior to the maturity date. Furthermore, Owner executed the
Owner Clarification Form acknowledging that “If you financed your purchase,
refinancing options for Timeshare Interests are limited. You are not relying on
any promise or expectation of refinancing your loan in the future. Many lending
institutions do not offer refinancing options for Timeshare Interests.” We therefore deny that Owner would have been
advised to the contrary.
Maintenance
Fees.
Owner expresses dissatisfaction regarding her maintenance fees increasing. Please
note, 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 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.
Cancelation.
Owner requests cancelation of the Ownership. Please be advised that Owner’s
rescission period has expired. In addition, Owner received all requisite
disclosures applicable to her purchase, which clearly identify the terms and
conditions of her purchase, including without limitation, the financial
obligations, and her statutory rescission period thereto. Because we are unable
to substantiate any wrongdoing in connection with the sale of the Ownership, and
because Owner has outstanding financial obligations owed to the Company, we
have determined that Owner is not entitled to, or otherwise eligible for,
contract cancelation and we respectfully decline her request for the same.
Owner’s
account is delinquent. We encourage Owner to contact our Capital Management
Department at (800) 298-3706 to ascertain what payment arrangements, if any,
may be available to assist her with her payment obligations. Should Owner allow
her account to remain delinquent, it will be reported to the credit bureau,
which may negatively impact Owner’s credit, and may ultimately lead to
foreclosure.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal, Legal
Services
Initial Complaint
Date:07/25/2023
Type:Customer Service 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 have been involved with Holiday Inn vacations Club for almost 4 years to be terminated from my time share at Orange Lake Resort due to EXTREME circumstances. I have sent them many letters concerning my situation and have contacted a law firm to try to resolve my situation. We cannot even get Holiday inn vacations Club to even respond in any way about reaching some sort of a resolution. They just keep sending more bills which I cannot possibly pay. I have even agreed to foreclosure. I have explained to them about my wife’s blindness and Alzheimers which cost a lot of money before she passed away last year. My result is I now live a Social security and a small pension. I have I gone major surgery and physical therapy as well as counseling. I am scheduled for more surgery before the end of this year. I cannot afford to make any of these payments they keep sending. THEY WON’T EVEN RESPOND to me or my Law Firm. It has now been going on for almost 4 years with no end in sight. I hope the BBB can help me in some way.
Business Response
Date: 08/23/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Mr. **********
(“Owner”). We are saddened to learn about the passing of Owner’s wife, and we
extend our sincerest condolences to Owner in his time of grief. We appreciate
the opportunity to respond to Owner’s concerns stated within the
complaint.
Our
records show that Owner currently owns one (1) annual beneficial interest in
the Orange Lake Land Trust (the “Ownership”) that he purchased in March 2018.
The Ownership entitles Owner to 80,000 points every year in the Company’s
points based exchange program, the Holiday Inn Club.
Owner
states that he has been requesting cancelation of the Ownership, but that the
Company has not provided support in that regard. Our records confirm that the
Company has previously received correspondence from Owner and his attorney. In
connection therewith, the Company provided written responses on numerous
occasions advising that Owner’s request was outside of his rescission period
and that Owner has outstanding balances owed to the Company. Based on these
reasons, Owner’s cancelation requests were denied.
It
should further be noted that prior to the Company being notified of Owner’s
legal representation, an attorney from the Company’s Legal Department attempted
to contact Owner on multiple occasions to discuss his grievances. Owner would
not engage in dialogue with our attorney, nor did he return our attorney’s
calls, even after our attorney left messages.
Notwithstanding
the foregoing, in the interest of customer service, an attorney from the
Company’s Legal Department contacted Owner’s attorney via telephone call on
August 21, 2023. The Company advised Owner’s attorney that the Company is willing
to extend a one-time offer to Owner to surrender his Ownership to the Company
pursuant to a Deed in Lieu of Foreclosure (“DIL”), without a refund, which will
release Owner from further obligations to the same. Please note that the
execution of the DIL may have a negative impact to Owner’s credit.
We
have notified Owner’s attorney of the DIL offer and further notified his
attorney that in order to proceed with the aforementioned offer, Owner or his
attorney will be required to mail an original or certified original death
certificate for Owner’s wife to our Legal Department’s attention. Once the
Company receives the requested documentation, the Company will proceed with
generating and forwarding the requisite documents to Owner’s attorney for
Owner’s review and signature. To the extent that Owner and/or his attorney have
any additional questions regarding the resolution provided herein, we ask that
Owner’s attorney contact the Company’s Legal Department directly at [email protected].
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
********
Paralegal,
Legal Services
Business Response
Date: 09/12/2023
We
have received the rebuttal complaint filed by Mr. ********** (“Owner”).
Please
be advised that the Company’s Legal Department received the certified original
death certificate for Owner’s wife on September 12, 2023. Accordingly, the
Legal Department has submitted the request to the Company’s Title Services
Department to generate the DIL documents so that we may forward the same to
Owner’s attorney for Owner’s review and signature. Please note, however, that
the generation of the DIL may take up to thirty (30) days.
We
appreciate Owner’s continued patience and can assure that we will work
diligently with Owner’s attorney to resolve this matter as soon as possible.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Customer Answer
Date: 09/12/2023

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:07/25/2023
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.
We bought points to add to our current time share week. When we bought points we were told that they would not expire, but when we went to use them recently we were told they were expired after being repeated transferred back and forth between departments and not being put through to supervisor as requested. We feel that we were lied to when we purchased these points and were told they would not expire to make a sale, as they knew, because we told them several times, that we would only buy if they didn’t expire and wasn’t sure when we would use them due to the pandemic and we weren’t doing much traveling to prevent spread of disease. Also when I asked for them to send me a copy of letters stating they would expire they said that they would and then stated he would have to speak to a supervisor and then disconnected call before foollowing up with me. This led me to believing I could have spoken to a supervisor, but wasn’t allowed. I am very disappointed with these action, as we would not have purchased points or the least we would have used them when we went to Lake Tahoe last year instead of using our resort week. This very saddening to be taken advantage of and cheated out of hard earned money.
Business Response
Date: 08/31/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Mrs. *********
(“Owner”). We appreciate the opportunity to respond to the concerns set forth
therein.
Our records show that Owner
purchased one (1) biennial fixed-week timeshare interest in the Ridge Tahoe
Resort (the “Ridge Ownership”) located in Stateline, Nevada (the “Resort”),
which was purchased in January 2004.
Please be advised that the Company acquired the Resort from the prior
developer, ****** ******* *** in November 2019. Thereafter, Owner was invited
to attend a Company-sponsored timeshare sales presentation to learn about the
Company’s points-based exchange program, the Holiday Inn Club (“Club”). Owner
attended the presentation on January 25, 2020, and at the conclusion of the
same, Owner elected to purchase an annual standard beneficial interest in the ****** **** **** ***** (the “Trust Ownership”). The Trust Ownership entitles
Owner to 50,000 Club points per year. At the same time, Owner
elected to bring the Ridge Ownership into the Club, thereby converting her Ridge
Ownership from a fixed-week ownership into a points-based ownership and
entitling Owner to an additional 161,000 Club points every odd year. Owner
may utilize her Club points to secure (i) reservations at any of the Company’s
thirty-two (32) resort locations, (ii) reservations at thousands of resorts
through the Company’s exchange affiliate, RCI, (iii) reservations at thousands
of IHG-branded hotels worldwide through the Company’s affiliation with
InterContinental Hotels Group (“IHG”), (iv) reservations at thousands of
locations around the world through the Company’s exchange affiliate, Interval
International (“II”), and (v) airfare, car rentals, cruises, and more through
the Company’s Club Partners Program.
Timeshare
Presentation. The Complaint states that Owner feels
the Company took advantage of her at the time of the 2020 presentation. This is
untrue. At the time of purchase, Owner
was provided with full and accurate information regarding the Trust Ownership
in accordance with applicable laws, including, without limitation, full
disclosure of all the benefits, financial obligations attendant to the
purchase, as well as her five (5) day rescission period. If Owner did not believe that the Trust Ownership
constituted a good purchase at the right price, she was welcome to decline the
purchase offers or to rescind the purchase within the statutory rescission
period. Owner however did not exercise these rights and when asked to identify
some of her main reasons for purchase, Owner listed “relationship,” “love,” and
“memories” as her pri**** reasons for her purchase on the Sales
Pre-Confirmation Checklist that she executed on the date of sale.
Club
Points. Owner claims that during the 2020 presentation, she was
advised that her Club points would not expire. We dispute this claim. At the
time of the 2020 purchase, Owner executed the Sales Pre-Confirmation Checklist
that provides clear disclosure that “Points allocated on January 1 of each
usage year will expire on December 31st of the following year.” To the
extent Owner does not utilize her Club points by December 31st of such
following year, Owner was advised that if she wanted to keep unused Club points
from expiring, she has the option of depositing current year Club points into
the IHG Rewards Program by October 1st and that there are fees for doing so. Owner
was also advised that reservations secured through RCI, II or the Club require
the payment of additional fees. We confirm that Owner was provided full
disclosure of the Company’s programs and we deny her assertions otherwise.
It
should be noted that in recognition that many owners were reluctant to travel
as a result of the pandemic, the Company extended the expiration dates of 2019
and 2020 Club points. Since Owner joined the Club in 2020, her 2020 Club points
were extended accordingly. Our records further reflect that Owner has not
utilized her Club points under the Ridge Ownership or the Trust Ownership since
joining the Club. Accordingly, because Owner did not transfer Club points to
IHG prior to the October 1st deadline for each respective use year, her
2020 and 2021 Club points have expired.
Notwithstanding
the foregoing, under the Ridge Ownership, Owner still has her 2023 Club points
available for use, which will expire on December 31, 2024. Under the Trust
Ownership, Owner currently has her 2022 Club points available (which expire on
December 31, 2023) and 2023 Club points available (which expire on December 31,
2024). To the extent Owner requires assistance with utilizing her Club points
and/or transferring current use year (2023) Club points to IHG before October 1st,
we recommend she contact a Vacation Counselor at (877) 606-2582 who will be
happy to assist in that regard.
Customer
Service. Owner expresses dissatisfaction with the Company’s
customer service. The Company strives to provide our owners and customers with
meaningful customer service so that their concerns are addressed in a timely
and professional manner. We apologize to the extent that this was not Owner’s
experience. Please be advised that the Company’s agents do escalate owner
and/or guest concerns to supervisors to the extent one is available. To the
extent Owner was unable to speak with a supervisor during one of her telephone
calls with the Company, we apologize in this regard. We thank Owner for her
feedback, and we will continue to work with our agents in this regard.
Secondly, in the interest of customer service, the Company will mail Owner a
copy of her executed Sales Pre-Confirmation checklist reflecting the disclosure
that Club points do expire. Owner should receive the same within fourteen (14) business
days.
Requests.
Owner requests that the Company either (i) reinstate her expired Club points,
or (ii) cancel her Trust Ownership and provide a refund of monies paid in
connection therewith. Firstly, and as
stated above, Owner received clear disclosure that Club points do expire. We,
therefore, find no basis to warrant the reinstatement of Owner’s expired Club
points. Secondly, please be advised that Owner’s rescission period has expired.
In addition, we have confirmed that the documentation executed by Owner in
connection with her purchase are in order. Owner received all requisite
disclosures applicable to her purchase, which clearly identify the terms and
conditions of her purchase, including without limitation, the financial
obligations, and her statutory rescission period thereto. Based on these
reasons, we find no basis to warrant contract cancelation and/or refund of
monies paid, and we respectfully decline Owner’s request for the same.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Business Response
Date: 09/15/2023
We
have received the rebuttal complaint filed by Ms. ********* (“Owner”).
Owner
claims that there is a discrepancy with her Club points balance. Our records
reflect otherwise. We have revisited Owner’s account and find that all her Club
points are accounted for. Firstly, at the time of our initial response to
Owner’s Better Business Bureau complaint, she had a total of 261,000 Club
points available for use. The 261,000 Club points was comprised of the (i)
Trust Ownership point allocations for 2022 and 2023 use years (i.e., 50,000
Club points for each respective year), and (ii) the Ridge Ownership point
allocation for 2023 use year, in the amount of 161,000 Club points. However, on
September 6, 2023, Owner elected to transfer 211,000 Club points to IHG One
Rewards (“IHG”), which comprised all of her 2023 Club points. Therefore, Owner
currently has a balance of 50,000 Club points, which is from her Trust
Ownership 2022 use year. Because Owner did not transfer the 2022 use year points
to IHG by October 1, 2022, she can only utilize her remaining balance towards
booking reservations within the Company’s resort network, RCI, or II. Secondly,
we are unable to locate the telephone call Owner references in her complaint.
Notwithstanding the foregoing, we maintain that all of Owner’s Club points are
accounted for, and we found no discrepancy in connection therewith.
If
Owner has any further inquiries regarding the balance of her Club points or
needs assistance with booking reservations, we encourage her to contact a
Vacation Counselor at ###-###-#### who will be happy to assist in that
regard.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Customer Answer
Date: 09/18/2023

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:07/25/2023
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.
Please see attached images for concern with business. Wanting a full refund for the horrific experience we encountered.
Business Response
Date: 08/08/2023
August 4,
2023

VIA BBB
Portal

Better
Business Bureau of Central Florida
1600 S.
Grant Street
Longwood,
Florida 32750
Attention:
***** ****** Consumer Affairs Representative

RE:     ****** ******
            BBB Case * ******** *************

            Holiday Inn Club Vacations
Incorporated (“Company”)

Dear Ms.
******

We have received the
Complaint referenced above, and we appreciate the opportunity to respond.

Upon receipt of the
Complaint, we reviewed our records for Mr. *******s account. Our records show
that on October 25, 2021, Mr. ****** attended the Company’s timeshare
presentation and at the conclusion of the same, he elected to forego timeshare
ownership and purchased a pre-paid vacation package instead, which would enable
him to experience timeshare ownership on a trial basis by allowing him to book
one (1) reservation for an eight (8) day stay at one of the specified resort
locations within the Company’s network (the “Latitudes Package”). On February
4, 2023, Mr. ****** booked his Latitudes Package vacation at the Company’s
Smoky Mountain Resort located in Gatlinburg, Tennessee, during July 2023.

In the Complaint, Mr.
****** states that he attached additional information for the Company’s review;
however, there was no attachment with the Complaint. If Mr. ****** wishes that
the Company review additional documentation related to the Complaint, we
recommend he forward the same to the undersigned at *******************************

Mr. ****** requests that
the Company issue him a refund of the Latitudes Package due being dissatisfied
with his stay. We have reviewed our records in connection with Mr. ******’s
stay and we found that on the date Mr. ****** checked-in for his reservation, on
July 16, 2023, he reported some concerns regarding the unit. Once Mr. ******
reported his concerns to our staff members, the Company responded to his
concerns in a timely manner and provided alternate accommodations on the same
day. Thereafter, the Company does not have a record of Mr. ****** raising additional
concerns in connection with the new unit provided to him during his stay.

To the extent that Mr.
****** was not satisfied with the alternate accommodations provided to him, we sincerely
apologize; however, we determined that a refund of the Latitudes Package is not
warranted. We therefore respectfully decline Mr. ******’s request for the same.

Sincerely,
/s/ Vanesa C*****
Vanesa
C*****
Holiday
Inn Club Vacations Incorporated

Business Response
Date: 08/31/2023
Dear Ms.
******

We have received the Additional Rebuttal from Mr. ******, and we
appreciate the opportunity to respond.

In the Additional Rebuttal, Mr. ****** states that he wishes to
accept the 10,000 IHG One Reward points. On August 25, 2023, the Company
submitted a request for 10,000 IHG One Reward points to be deposited into Mr.
******’s account, and the points should have been reflected in his account the
same day. Mr. ****** may log in to his IHG One Rewards account to confirm the
points we deposited are available in his account for his use. To the extent
that Mr. ****** may need help accessing or utilizing his IHG One Rewards
points, he may contact IHG directly, as IHG and the Company are two distinct
entities.

As stated in our previous responses, we apologize if Mr. ******
was not satisfied with the alternate accommodations and for any delays he
experienced in being contacted by the Company after he submitted a comment
through our Social Media forum. Our records however reflect that each of Mr.
******’s concerns have since been addressed.
Sincerely,
Vanesa C*****
Holiday Inn Club Vacations
Incorporated

Customer Answer
Date: 08/31/2023

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:07/22/2023
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.
I am desperate to end this timeshare nightmare and get out of it as soon as possible. I have already contacted Holiday Inn multiple times, but have not been able to receive any help in canceling. That is why I'm reaching out now, hoping that someone can provide me with assistance and guidance on how to exit my contract. My experience was extremely negative, as I felt like I was being strong armed into signing the timeshare agreement. The salesman refused to leave my side during the one on one presentation and kept pressuring me with promises of great vacations if I signed up. There was no way out, and everyone in that room was a captive audience feeling the same pressure. Please, if there is anything that can be done to help me get out of this timeshare agreement, I would greatly appreciate it. Any advice or assistance you can provide would be much appreciated. Thank you for your time.
Business Response
Date: 08/17/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Ms. **** (“Owner”). We
appreciate the opportunity to respond to the concerns set forth therein.
Our
records reflect that on February 15, 2013, Owner attended the Company’s
timeshare sales presentation and elected to purchase a biennial timeshare
interest at the Orange Lake Resort located in Kissimmee, Florida (the
“Ownership”). The Ownership entitles her to 133,000 points every odd year in
the Company’s points-based exchange program, the Holiday Inn Club (“Club”).
Pressure.
Owner claims that she was pressured into purchasing the Ownership. We dispute
Owner’s characterization of the Company’s sales process. Our sales consultants
are enthusiastic about our resort offerings, but they do not force anyone to
purchase our product and many people who attend sales presentations leave the
sales center without making purchases. Owner was under no obligation to consummate
a purchase and she was welcome to decline the offers extended to her. In
connection with her purchase of the Ownership, Owner executed the Sales
Pre-Confirmation Checklist wherein she identified her reasons for her purchase
as “want to travel,” “size of accommodations,” and “variety of locations.” As
such, we dispute Owner’s assertations that she was pressured into a purchase
that she did not want as being both inconsistent with the Company’s process as
well as the documentation she executed in connection with her purchase.
Club
Benefits. Owner states that she was promised “great vacations”
by purchasing the Ownership. Through Owner’s membership in the Club, she may
utilize her Club points to secure reservations at any of Company’s thirty-two
(32) resort locations. In connection therewith, Owner has the flexibility of
booking reservations in any available unit, during any season, for any length
of time; provided that she has the requisite number of Club points for the
desired reservation, and further provided that her account is current. Please
note that the number of Club points needed to confirm a reservation is subject
to various factors such as, resort, season, unit type, unit size, length of
stay, day of the week, etc. In
connection therewith, our sales consultants provide owners with real time
examples of reservations that can be secured using Club points and the number
of Club points required to secure said reservations. Our sales consultants do
not, however, guarantee that an owner will have a sufficient number of Club
points to satisfy all of his or her travel requirements for each desired
reservation, as how far an owner’s Club points will extend is entirely dependent
on how an owner elects to utilize his or her Club points. Moreover, Owner may
also use her Club points to secure reservations at (i) thousands of IHG-branded
hotels worldwide through the Company’s affiliation with IHG, (ii) thousands of
resorts worldwide through the Company’s exchange affiliate, RCI, and (iii)
airfare, car rentals, cruises, and more through the Company’s Club Partners
Program.
Upon
review of our records, we find that Owner has only utilized her Ownership to
complete one (1) reservation in 2014. Notwithstanding
Owner’s choice to forego use of the Ownership, this is not a legal basis for
contract cancelation and does not invalidate the financial obligations Owner
agreed to on the date of her purchase. To the extent Owner wishes to utilize
the Ownership, we encourage her to contact a Vacation Counselor who will be
happy to assist in that regard. It should be noted, however, that Owner will be
unable to secure additional reservations under her account until such time she
cures the delinquencies thereunder.
Cancelation.
Owner claims that she has previously contacted the Company requesting
cancelation of the Ownership. Our records confirm that the Company previously received
a cancelation request through an attorney representing Owner. The Company
responded to the attorney’s inquiry in April 2020, advising that Owner did not
timely rescind the purchase within the statutory rescission period and her
inquiry for contract cancelation was untimely and unwarranted. Accordingly, the
request for cancelation was denied. We have no knowledge on whether the
attorney communicated this information to Owner.
Notwithstanding
the foregoing, we maintain that Owner’s cancelation request is untimely as the
rescission period has expired. In addition, we have confirmed that the
documentation executed by and provided to Owner at the time of purchase is in
order and that she received full and accurate disclosure of the terms and conditions
of the Ownership and we are unable to locate any evidence that would
substantiate Owner’s allegations of misrepresentation or wrongdoing on the
Company’s part. For these reasons, Owner is not entitled to cancelation, and we
respectfully decline her request for the same.
Our
records reflect that Owner’s account is currently delinquent. We encourage
Owner contact the Company’s Capital Management Department at (800) 298-3706 to
ascertain what options may be available to help bring and maintain her account
current. Should Owner allow her account to remain delinquent, extended
delinquencies may ultimately lead to foreclosure.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Business Response
Date: 09/07/2023
We
have received the rebuttal complaint filed by Ms. **** (“Owner”). We
maintain that Owner (i) was not forced to enter into a purchase agreement with
the Company, (ii) had the option to leave the sales center without making a
purchase, (iii) purchased for the reasons she stated in the Sales
Pre-Confirmation Checklist at the time of sale, and (iv) received full
disclosure of all terms and conditions attended to her purchase, including
without limitation, her statutory rescission period thereto. Yet Owner insists
that she was wronged by the Company for the reasons set forth in her complaint.
We deny any wrongdoing on the part of the Company in connection with the sale of
the Ownership to Owner and have found Owner’s claims to be without merit.
Owner’s
rescission rights are fully and conspicuously set forth in multiple locations
in the contract documentation executed by Owner in connection with her
purchase, copies of which were provided to Owner before leaving the sales
center. Each State, not the Company, provides the purchaser with a period to
review the contract documentation and the timeframe and mechanism by which
Owner would be required to exercise those rights. Rescission is accomplished
upon the Company’s receipt of notice and is not effective until mailed. Upon
receipt of the notice so sent, it shall be deemed effective as of the date
mailed. Because Owner did not timely exercise her contractual right of rescission,
she is not entitled to the same.
By
Owner’s own admission, the Company has previously provided her with her prior
attorney’s last known address. As such, we recommend that Owner contact her
prior attorney directly for a record of all communications between the Company
and their office.
We
have reviewed each of the concerns set forth in Owner’s complaint 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
the Company, we stand by our previous response and our position remains
unchanged.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Customer Answer
Date: 09/17/2023
I do not agree with the Holiday Inn's position.
Initial Complaint
Date:07/17/2023
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.
WE NEED HELP GETTING RID OF OUR HOLIDAY INN TIMESHARE! CAN SOMEONE FROM YOUR COMPANT GET IN CONTACT WITH HOLIDAY INN AND HAVE THEM TO TAKE THIS SO CALLED PROPERTY OF OURS BACK AND FREE US FROM THEM.WE HAVE REACHED OUT TO THEM AND EXPLAINED OUR SITUATION BUT THEY HAVE NOT RESOLVED THE ISSUE.
Business Response
Date: 08/17/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Mrs. ***** and Mrs.
***** (“Owners”). We appreciate the opportunity to respond to the concerns set
forth therein.
Our
records show that Owners attended the Company’s timeshare sales presentation on
August 19, 2018, at which time they elected to purchase an annual standard
beneficial interest in the Orange Lake Land Trust (the “Ownership”). The
Ownership entitles Owners to 75,000 points per annum in the Company’s
points-based exchange program, the Holiday Inn Club.
Owners
claim they have previously contacted the Company requesting cancelation, but
that the Company has not assisted in that regard. Our records confirm that the
Company has received cancelation requests from Owners. On several occasions,
Owners were advised that because they have outstanding obligations owed to the
Company, they are not eligible for cancelation of the Ownership. Owners,
however, were notified that they are not prohibited from selling their
timeshare interest independently to a bona fide third party in accordance with
the Company’s transfer requirements, and subject to any mortgage(s) they have
placed on the property.
Notwithstanding
the same, Owners restate their request for cancelation of the Ownership. Our
records reflect that Owners were provided with all applicable disclosures
related to their purchase, including without limitation, their use rights,
benefits, financial obligations, and right to rescind, which they failed to
exercise. We further maintain that Owners have outstanding obligations owed to
the Company. Based on these reasons, Owners are not entitled to, nor eligible
for, contract cancelation and we respectfully decline their request for the
same.
Our
records reflect that Owners’ account is currently delinquent. We recommend that
Owners contact our Capital Management Department by calling (800) 298-3706 to
ascertain what payment arrangements, if any, may be available to assist them
with their payment obligations. Should Owners allow their account to remain delinquent,
it will be reported to the credit bureau, which may negatively impact Owners’
credit, and may ultimately lead to foreclosure.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Initial Complaint
Date:07/17/2023
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 cannot believe the way we were treated by this timeshare company! We called them twice, once in 2006 and again a few years later, to book a vacation but all they could offer was an up-sell on points that we did not want. Despite our refusal, they kept pressuring us to buy these points - it was incredibly unprofessional and disrespectful. We ended up renting a cabin in the Smokies, but we called them to take our timeshare back off of us and they wanted an outrageous amount of money with no guarantee that they could even sell it! The maintenance fees alone are so expensive - the last bill was for over $1,000! We can't keep making these payments due to our financial situation and it has been incredibly frustrating. We just want to be done with this timeshare but they keep making it difficult. Has anyone else had a similar experience with this company? We would love to hear your stories.
Business Response
Date: 08/25/2023
Thank
you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
connection with the complaint filed with your office by Ms. ****** (“Owner”).
We appreciate the opportunity to respond to the concerns set forth therein.
Our
records show that Owner entered into one (1) purchase transaction with ***** **** ******* *** (“Prior Developer”) on July 6, 2005, for an annual timeshare
interest at the ***** **** Resort, now known as the ***** ******** Resort,
located in Gatlinburg, Tennessee (the “Ownership”). In February 2009, the
Company acquired ***** ******** Resort (the “Acquisition Date”). Following the
acquisition of the ***** ******** Resort by the Company, all owners owning
timeshare interests in the ***** ******** Resort were automatically enrolled in
the Company’s points-based exchange program the Holiday Inn Club (“Club”),
entitling Owner to 75,000 Club points per annum. These owners were advised of
the automatic enrollment in the Club with a notice mailed out in February 2009
and a secondary notice mailed in December 2010. It should be noted that when
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.
Reservations.
Owner references attempting to receive assistance with booking reservations in
2006 and another unspecified year thereafter. Owner further claims that during
these telephone calls, she experienced pressure to buy points. Firstly, please note
that we are unable to comment on any telephone calls that occurred prior to the
Acquisition Date. Secondly, upon review of the Company’s records, we show that
Owner’s spouse has previously contacted the Company requesting to opt out of
the Club. On each occasion, Owner’s spouse was advised that when the Company
acquired ***** ******** Resort (herein after, the “Resort”), necessary changes
were implemented to continue providing vacation ownership benefits to existing
and new owners. The governing documents underlying the Resort requires the Association
to have a reservation system for the Resort, which the Association does not
have the ability to carry out in an efficient manner. The Association therefore
contracted with an affiliate of the Company to operate the reservation system
on behalf of the Association for a fee (i.e., the Club membership fee). The Club
membership fee is a common expense of the timeshare plan for the Resort and as
such, Owner is required to pay her share of that fee on an annual basis in
order to continue utilizing her Ownership.
Upon
review of Owner’s usage history, we find that Owner has not utilized the
Ownership after the Acquisition Date. If Owner requires assistance on how to
utilize her Club points to its fullest potential, we recommend that she contact
a Vacation Counselor at (877) 606-2582, who will be happy to assist in that regard.
It should be noted, however, that Owner will be unable to secure reservations
under her account until she brings her account current.
Maintenance
Fees.
Owner expresses dissatisfaction regarding her maintenance fees increasing. Please
note that the underlying governing documents of the Resort provide that each
respective owner is required to remit maintenance fees, as well as the fact
that such obligation is on-going and subject to change. 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.
Resale.
Owner also alleges that she has previously contacted the Company requesting
buy-back and/or resale options. Please be advised we have no record of Owner
contacting the Company to request cancelation, buy-back, and/or resale options
prior to the Company’s receipt of the Better Business Bureau complaint. The
Company does not currently, nor has it ever, offered buy-back and/or resale
services; therefore, such options and/or guarantees regarding any resale
opportunities to would not have been provided to Owner. Notwithstanding the
foregoing, Owner is not prohibited from selling her timeshare interest to a
bona fide third party in accordance with the Company’s transfer requirements,
subject to any mortgage(s) she has placed on the property. It should also be noted that the Company does
allow owners who have satisfied their mortgage obligations and who are current
on all other financial obligations the option of surrendering their timeshare
interests back to the Company, without refund, through the Company’s Horizons
Program, subject to the Horizons Program requirements. The Ownership does not,
however, currently qualify for surrender through the Horizons Program at this
time as Owner has outstanding financial obligations owed to the Company. Once
Owner has cured the delinquencies under her account, she is welcome to explore
her options through the Company’s Horizons Department by either visiting the
Horizons website *********************************** and completing the online
form or by calling 888-228-8689.
Cancelation
/ Refund. Owner requests cancelation of the Ownership and
refund of monies paid. As explained above, Owner did not purchase the Ownership
from the Company, and we therefore deny any wrongdoing on the part of the
Company warranting refund. Our records further show that while Owner has
satisfied her loan obligations, she has outstanding obligations owed to the
Company and is therefore, not eligible for contract cancelation. Based on these
reasons, and because Owner’s request for cancelation is outside her rescission period,
we respectfully decline Owner’s request for the same.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Initial Complaint
Date:07/12/2023
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.
Due to a family emergency I had to contact an IHG hotel to rebook a holiday. I was then rerouted for a "free" stay. I listened to the sales talk and was told that it was a free hotel stay and I would pay and then get refunded upon arrival and we could chose from 12 different sites that would be shared via email. After the call I only received a confirmation of the $279.99 that I paid and was immediately charged. Upon further investigation, I saw that they were timeshares - I have no interest in time shares and all of the locations were out of the way with no direct flights, etc. I'm in Canada. I called and asked for a refund, they said no with no follow up. The Customer Service of a large corporation under IHG is very surprising and disappointing and now I see other complaints and also some class actions again HICV. I want to be reimbursed for this money. If I'm getting it back in cash at the time, then I want my own money now!
Business Response
Date: 07/17/2023
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.
The Company has contacted Mrs. ***** 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: 07/27/2023

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,

***** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Holiday Inn Club Vacations Incorporated is BBB Accredited.