Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated

Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:05/24/2023
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.
This letter is in regard to the Holiday Inn Club Vacations Membership that my family and I purchased. We paid over $8,000 for the membership, and we have only used their facility once for three nights. This comes out to a rate of $2,666.67 per night, which is incredilbly expensive.

It has come to our attention that when we pass away, it is our children’s responsibility to pay the maintanance fees associated with this membership. We are concerned at how this is even legally permitted, and do not want our children to be burdened with such anexpense.

We feel duped and misled by the Holiday Inn Club Vacations, and really want nothing to do with them any longer. We want to ensure that our children are not left with any hidden fees or obligations due to this membership. Please advise us on how we can terminate our contract without additional cost or burden.
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. ****** (“Owner”).
We appreciate the opportunity to respond to the concerns set forth therein.
Our
records reflect that on August 3, 2021, Owner attended the Company’s timeshare
sales presentation and elected to purchase an annual standard beneficial
interest in the ****** **** **** ***** (the “Ownership”). The Ownership
entitles him to 75,000 points every year in the Company’s points-based exchange
program, the Holiday Inn Club (“Club”).
Timeshare
Presentation. Owner claims that he was “misled” into
purchasing the Ownership. We dispute this claim. Firstly, our sales consultants
are enthusiastic about our resort offerings, but they do not force anyone to
purchase our product and many people who attend Company-sponsored sales
presentations leave the sales center without making purchases. In fact, Owner
himself has previously declined the option to purchase when he attended the
Company’s timeshare presentation in March 2023. Owner was under no obligation
to consummate a purchase and he was welcome to decline the offers extended to
him. Owner, however, freely advised the sales consultant that he wanted to make
his purchase and executed the purchase documentation in connection therewith.
In connection with Owner’s purchase, Owner was asked to describe the main
reasons for his purchase of the Ownership. Owner executed the Sales
Pre-Confirmation Checklist wherein he listed “share w/ grandchildren,” “value,”
and “travel options.” As such, we reject Owner’s assertions that he was misled
into purchasing the Ownership as his reasons for purchasing with the Company
and joining the Club reflect otherwise.
Secondly,
as a part of the sales process, Owner was required to meet with a Quality
Assurance Officer (“QAO”) who assisted him with ensuring that he executed the
purchase documentation correctly and answered any additional questions he may
have had related to the same and/or his purchase. Owner was afforded as much
time as he needed to ensure that he was making an informed buying decision. If
Owner had advised the QAO at any time that he did not understand the terms of
the purchase or that he was not making an informed buying decision, the QAO
would have halted the sale to address any concerns at issue. Owner, however,
left our sales center after his purchase having agreed to the terms contained
in the purchase documentation and having acknowledged his understanding of the
same. Owner also left the sales center with copies of the purchase documents he
executed for his further review and reference, which included clear disclosure
of his rescission rights and how to exercise the same within the statutory
timeframe thereto. Owner, however, did not exercise this right.
Usage.
Owner asserts that he has hardly utilized the Ownership. Upon review of Owner’s
usage history, we show that he has completed one (1) reservation through the
Company’s Club Program. We encourage all our owners to utilize the benefits
available to them through their membership in the Club. 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 his purchase.
If
Owner is experiencing difficulty with utilizing his Ownership, we encourage him
to contact a Vacation Counselor at (877) 606-2582, who will be happy to assist
in that regard. It should be noted, however, that because Owner has not made
any payments under his account since May 2023, his account is subject to use
restriction, and he will be unable to secure additional reservations thereunder
until such time as he brings his account current.
Inheritance.
Owner expresses concern with his children inheriting the Ownership and any debt
associated therewith. Please note that the Ownership constitutes a real
property interest that can be transferred to Owner’s heirs in the same manner
that other real property can be transferred. If the underlying mortgage
obligations have been satisfied, whomever inherits the 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 Owner’s heirs do not wish to
take ownership of the Ownership, they should be able to disclaim the same
through applicable inheritance laws.
Cancelation
/ Refund. Owner
requests cancelation of the Ownership and 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. Because we are unable to identify any evidence of
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/or refund of monies paid, and we respectfully decline his request for the
same.
Owner’s account is delinquent. We encourage
Owner to contact our Capital Management Department at (800) 298-3706 to speak
with an agent who will be happy to assist Owner with bringing and maintaining
his account current. Should Owner allow his 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:05/18/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 6, 2023, I purchased a four-day, three-night vacation from Holiday Inn Vacations. Upon doing so, I received an email informing me that if I booked that vacation within the next 60 days, I would receive 10,000 IHG rewards points. On April 16, I booked the vacation for May 29 check in. My wife and I recently completed that vacation, checking out on June 2. During our stay, we received cash bonuses for attending a timeshare presentation. These bonuses had been promised us IN ADDITION TO AND UNRELATED TO the 10,000 point bonus. However, at the time we received the cash bonuses, we were informed that we would not receive the 10,000 points because we were receiving the cash bonuses.
Business Response
Date: 06/09/2023
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 Mr. ****** regarding his concerns, and we are happy to report that we have reached a
mutually agreeable resolution of the complaint with him.
Sincerely,
****** ******
Holiday Inn Club Vacations
Incorporated
Customer Answer
Date: 06/13/2023

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:05/18/2023
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.
On 5/13/2023, I was offered a promo via phone by IHG in the guise of a vacation package that was a reward for being an IHG member for 5 yrs and a diamond elite member. I was transferred to what I later found out was Holiday Inn Club Vacations. I was offered a 5 day/4 night vacation package for $279 (which I agreed to and was charged for), with the only requirement that I attend a 2-hour "VIP tour." Part of the incentives promised was that at the end of the "VIP tour", I would be given $279 as a cash-back reward, effectively making the trip free. Upon receiving the details of the promo, I found out that I had been misled, and that the "VIP tour" was actually an attempt to solicit sales of a time share, which was never mentioned during the phone call. Moreover, the terms of the deal indicate that the cash-back amount was $100, as opposed to the $279 explicitly stated on the phone (which was recorded, for quality assurance).

I am requesting a refund of the amount I was charged ($279), since I was lied to about the terms of the vacation package/contract (which I only saw after I was charged.) Moreover, I would highly encourage this business to cease in this practice of misleading customers about a "VIP tour" and lying about a cash-back covering the full amount. This is promisorry estoppel, and the service rep I spoke to was making promises inconsistent with the actual contract terms.
Business Response
Date: 05/30/2023
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 Mr. ***** regarding his concerns, and we are happy to report that we have reached a
mutually agreeable resolution of the complaint with him.
Sincerely,
Vanesa C*****
Holiday Inn Club Vacations
Incorporated

Customer Answer
Date: 06/07/2023

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:05/11/2023
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.
I am writing to express my extreme dissatisfaction with my timeshare. It has been nothing but trouble and a waste of both time and money. To make matters worse the salesmen used an emotionally charged situation in order to pressure me into buying this timeshare my son had passed away a few years before leaving me feeling vulnerable. I can no longer afford to make payments for something that is of no use to me and so I will be stopping all payments immediately. My mental health and family need my attention more than ever and so I am asking you to kindly reconsider your position in this matter. Please provide a prompt response at your earliest convenience. Thank you for your time.
Business Response
Date: 06/07/2023
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. In
addition, we extend our sincerest condolences to Owner regarding the passing of
his son.
Owner
currently owns one (1) annual standard beneficial interest in the Orange Lake
Land Trust (the “Ownership”) that he purchased on April 11, 2021, which
entitles him to 40,000 points per annum in the Company’s points-based exchange
program, the Holiday Inn Club (“Club”).
Pressure.
Owner claims that he was pressured to purchase to the Ownership. We dispute
this claim and Owner’s characterization of the Company’s sales process. The
Company’s sales consultants do not pressure, or otherwise force, prospective
purchasers to purchase timeshare interests, nor do they prevent anyone from
leaving the sales center without making a purchase. Owner was under no
obligation to consummate the purchase and was welcome to leave the sales center
without making a purchase, just as many prospective purchasers do each day. At
the conclusion of the sales presentation, Owner was asked to execute a Sales
Pre-Confirmation Checklist and to identify his primary reasons for his decision
to purchase the Ownership. In connection therewith, Owner identified “luxury
stays,” “more vacation options,” and “convenience” as his reasons for purchase.
As such, we reject Owner’s assertions that he was pressured into purchasing a
timeshare interest that he did not want.
Benefits.
Owner questions the benefits of vacation ownership. Through our Club program,
Owner may utilize his 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 IHG, and (iv) airfare, car rentals, cruises, and more through the
Company’s Club Partners Program. Moreover, the Club program operates on a
tiered membership level, which entitles owners to additional benefits and perks
that are not available to non-Club members, such as, complimentary stays, free
reservation upgrades, and more.
Upon
review of Owner’s usage history, we find that Owner has not utilized his
Ownership. Notwithstanding Owner’s choice to forego use of the Ownership, or the
fact he no longer wants, needs, or finds the purchase to be affordable, does
not constitute a legal basis for contract cancelation and does not invalidate
the financial obligations he agreed to on the date of his purchase. If Owner is
experiencing difficulty utilizing the Ownership and/or would like assistance
with securing reservations, we suggest that he contact a Vacation Counselor at
(877) 606-2582 who will be happy to provide support in that regard once his
account is brought current. It should be noted that Owner will be unable to
secure additional reservations under his Ownership until he cures the
delinquencies thereunder.
Affordability.
Owner claims that he cannot afford the payment obligations associated with the
Ownership and that the Ownership constitutes a financial burden. Our sales
consultants fully and accurately present the financial terms and conditions of
the purchase to the prospective purchaser, but do not speculate on
affordability as that is for the prospective purchaser to determine based on
his or her circumstances. Upon conclusion of the sales presentation and prior
to his execution of the purchase documentation, Owner was presented with a
one-page Purchase Proposal setting forth the main financial terms of the
purchase (i.e., purchase price, loan term, amount financed, down payment,
mortgage payment, maintenance assessments, interest rate, etc.). Only after
Owner executed the Purchase Proposal confirming his agreement to the terms set
forth therein were contract documents prepared for his review and execution. Owner
signed a Purchase Agreement, Promissory Note, Closing Disclosure and Mortgage
for the Ownership, all of which clearly disclose his financial obligations. In
addition, the governing documents applicable to his purchase clearly disclose
that the maintenance obligation is on-going and the fact that it is subject to
increase. If Owner determined that the financial obligations attendant to his
purchase were not acceptable, he was welcome to decline to execute the purchase
documentation, or alternately, cancel the purchase within the rescission
period, which he failed to do.
Cancelation.
Owner requests cancelation of the Ownership. 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 is 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. Because we are unable to identify any evidence of wrongdoing in
connection with the sale of the Ownership and because Owner has outstanding
mortgage obligations, we have determined that Owner is not entitled to, or
otherwise eligible for, contract cancelation and we respectfully decline his
request for the same.
We
do understand that financial hardships arise. As such, if Owner requires
payment assistance, we encourage him to contact our Capital Management
Department at (800) 298-3706 to ascertain if any options are available to him
at this time.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Business Response
Date: 06/20/2023
We
have received the rebuttal complaint filed by Mr. ******* (“Owner”).
We
have reviewed the allegations set forth in Owner’s complaint and we previously
responded to each with specificity. As no information has been presented
warranting account cancelation, we stand by our previous response and affirm
that Owner is not entitled to, nor eligible for, contract cancelation and we
respectfully decline his request for the same.
Notwithstanding
the foregoing, Owner is not prohibited from selling his timeshare interest to a
bona fide third party in accordance with the Company’s transfer requirements,
and subject to any mortgage(s) he has placed on the property. In the interim,
Owner remains liable for the financial obligations under the Ownership until
such time he no longer owns the same.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Customer Answer
Date: 06/26/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

***** *******
Initial Complaint
Date:05/10/2023
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.
I am writing to request a cancelation of my holiday inn membership. I have been a member for almost 3 years, and have become increasingly frustrated with the maintenance fees and other costs associated with being a club member. My ability to use the timeshare has also been limited, as I am unable to schedule the use of it far enough in advance.

The maintenance fees in particular have become too costly for me to bear. They increased significantly since I joined, and I simply cannot afford them anymore. Furthermore, using points to offset some of the cost of stays at Holiday Inn hotels is not feasible due to the added fees associated with it.

I have also had two major orthopedic surgeries during my membership and my ability to use my legs has been a hindrance in using the timeshare as intended. I understand that this may not be a valid reason for termination, but feel like I should explain why I am unable to make use of this benefit. I would appreciate if you could kindly cancel my membership and provide me with a refund for any unused fees. I thank you for your time and consideration in this matter.
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 December 6, 2020, Owner attended the Company’s
timeshare sales presentation and elected to purchase an annual standard
beneficial interest in the Orange Lake Land Trust (the “Ownership”). The
Ownership entitles her to 50,000 points every year in the Company’s points-based
exchange program, the Holiday Inn Club (“Club”). Club points may be utilized to
secure (i) reservations at any of the Company’s thirty-two (32) resort
locations, (ii) reservations at thousands of InterContinental Hotels Group
(“IHG”) branded hotels worldwide through the Company’s affiliation with IHG,
(iii) reservations at thousands of resorts worldwide through the Company’s
exchange affiliate, RCI, and (iv) airfare, car rentals, cruises, and more
through the Company’s Club Partners Program.
Booking
Windows. Owner states that she cannot book reservations “far
enough in advance.” Please be advised that Owner may book reservations 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 Owner’s Ownership, she was assigned Resort Access to Piney
Shores Resort, located in Conroe, Texas. Therefore, Owner can begin booking
reservations thirteen (13) months in advance of her 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 prior to the desired travel date. Reservations booked the day prior to
the date of travel up to ten (10) months prior to the date of travel are
classified as Open Access reservations. 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 Owner’s schedule does not enable her to book reservations in advance
we encourage her to take advantage of opportunities available through RCI’s
Last Calls which are deeply discounted last minute vacations. Alternatively, she
is welcome to (i) utilize the Company’s Points Shield program which would
entitle her 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 her Club points for use through IHG.
IHG.
Owner expresses dissatisfaction with the fees associated with transacting
points for use at Holiday Inn branded hotels. Firstly, please be advised that
the Company does not own or operate the Holiday Inn and/or Holiday Inn Express
brand hotels. The Company does have a strategic alliance with IHG which enables
our owners the ability to deposit their Club points to IHG to book reservations
in IHG-branded hotels. Club points deposited with IHG also never expire.
Secondly, please note that at the time of sale, Owner received clear disclosure
that there are fees associated when transacting with IHG. Our records further
show that since joining the Club, Owner has transferred 200,000 Club points to
IHG. Notwithstanding the foregoing, to the extent Owner does not wish to pay
additional fees to transact with IHG, she is under no obligation to do so.
Cancelation
/ Refund. Owner states
that she is unable to utilize the benefits of the Ownership as intended due to
changed medical circumstances. Owner also states that she cannot afford to
continue making payments towards the Ownership and requests to be released of
her obligations thereunder. We are sorry to hear that Owner has undergone several
surgeries and hope that she makes a swift recovery. While we sympathize with
Owner’s changed circumstances, we must advise that Owner’s purchase documents
are in order containing full and accurate disclosure of the terms and
conditions of the Ownership, including her obligation to adhere to the
financial obligations she agreed to at the time of sale.
Please
note that in recognition of financial hardship, 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. Our records reflect that Owner has
outstanding obligations owed to the Company. As such, Owner is not currently
eligible to participate in the Horizons Program. Furthermore, Owner’s
cancelation request is untimely as her rescission period has expired. Based on
the foregoing, and because
Owner has outstanding obligations owed to the Company, we have determined that
Owner is not entitled to, or otherwise eligible for, contract cancelation
and/or refund of monies paid, and we respectfully decline her request for the
same.
Our
records reflect that Owner’s account is currently delinquent. We recommend that
Owner contact our Capital Management Department by calling 1-800-298-3706, to
ascertain what payment arrangements, if any, may be available to assist her
with her payment obligations.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Initial Complaint
Date:05/08/2023
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.
After booking a IHG room for my Canada Trip on the phone ast year in November, the sales rep. on the phone said transferred me to a line that will give me a free hotel stays. It sounds a very nice deal to get to stay in a hotel for free thinking this is just to honor the IHG member.

After the gentleman took over the phone, he told me he would offer me to stay at some resort for $199 and that after they stay, I will get all my refund back. So they charged my credit card for $199 on November 20, 2022. But today May 6, 2023 when I called to try to book a supposedly to be resort in Las Vegas. The person on the phone informed me that in order to receive a refund, I would need to attend a 2 hour time-share sales pitch presentation. This time-share presentation was never mentioned during the free stay offer phone call.
Also when I tried to book the Las Vegas resort property to claim this offer, the lady on the phone told me that what I can only stay is ******* ***** and Casino instead of the Desert Club Resort that is advertised on the web site.

I feel like I am being scammed and If I would have known that the free vacation is actually a time-share sales pitch, I wouldn't have accepted the offer. I felt like I am totally scammed and feeling injustice as why IHG would bring down their reputation by partnering with these low-ethic bait and switch companies selling resort that is not ever mentioned when they charged my credit card.

This is a dishonest praying on people.
Business Response
Date: 05/17/2023
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 *** **** regarding the concerns, and we are happy to report that we have reached a
mutually agreeable resolution of the complaint with *** ****.
Sincerely,
Vanesa C*****
Holiday Inn Club Vacations
Incorporated
Initial Complaint
Date:05/03/2023
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 purchased this timeshare January 2020 .Then the pandemic hit I call them trying to get out of the mortgage. They told me that there was nothing they could do as long as I owed the mortgage. So I called a place that said they could get out of the timeshare wanted 1200 dollars and they would get me out they said not to pay and ignore holiday Inn club vacation . Then holiday Inn club vacation reported to the credit bureau so I caught up on my payments. Then I refinance my house and paid the mortgage off. Then I called Holiday Inn Club Vacations Exit division they told me I could forfeit the timeshare back to them or sell it and they recommend sell your timeshare so I called them they told they were selling 10 t0 15 timeshares a month and they wanted 600 dollars to list timeshare price at 12,000 dollars for over a year still not sold not even one look This Hole thing is nothing but a scam and should be against the law. Big corporations taken advantage of the little gut do not do anything with Holiday Inn club vacation Run as fast as you can .
Business Response
Date: 05/05/2023
May 5, 2023
VIA BBB PORTAL
Better Business Bureau of Central Florida
1600 S. Grant Street
Longwood, Florida 32750
Attention:
******* ******** Consumer Affairs Representative
RE: ***** ***** *********
Case
# ******** (the “Complaint”)
Holiday
Inn Club Vacations Incorporated (the “Company”)

Dear Mrs. ********
We
have received and investigated the claims presented in the Complaint. We
appreciate the opportunity to respond.

Our
records show that in 2019, Owner purchased a Standard beneficial interest in
the Orange Lake Land Trust (the “Initial Ownership”) and enrolled in the
Company’s points-based exchange program, the Holiday Inn Club (the “Club”). The
Initial Ownership entitled Owner to 60,000 Club points per annum. In January
2020, Owner elected to trade-in the Initial Ownership for a Standard beneficial
interest in the Orange Lake Land Trust, entitling him to 150,000 Club points
per annum (the “Upgrade Ownership”).

Owner
states that he contacted the Company to request account cancelation due to
changed circumstances. In recognition that an owner’s travel needs may change
over time, the Company offers owners the option to surrender their timeshare
interests back to the Company, without refund, through the Company’s Horizons
Program. To be eligible for participation in the Horizons Program, owners must
first have satisfied their mortgage obligations and must also (i) be current on
all other financial obligations attendant to the timeshare interest, and (ii)
abide by the terms of the Horizons Program.

Our
records confirm that in November 2021, Owner contacted the Company requesting
options for account cancelation. At that
time, he was advised that he could surrender the Upgrade

Ownership
through the Horizons Program. Owner communicated that he did not want to
surrender the Upgrade Ownership to the Company. At that time, Owner was advised
that because the Upgrade Ownership is a deeded real property interest, he can
gift, sell, or bequeath the same to a bona fide third party in accordance with
the Company’s transfer requirements. Owner was further advised that the Company
does not have a resale program and that some owners have experienced success
with resale through Timeshares Only, but that said entity is not affiliated
with the Company and that the Company makes no guarantees and/or assurances
regarding the likelihood and/or success that an owner will have with resale
through Timeshares Only, or otherwise. The Purchase Agreement executed by Owner
clearly discloses that “Purchaser warrants and represents to Seller that the
purchase of the Interest is made for Purchaser’s personal use. Seller makes no
representations to Purchaser concerning rentals, rental income, income tax
considerations, or investment potential. Purchaser understands and agrees that
Purchaser will not receive any assistance from Seller or any of its agents in
the rental of accommodations or resale of the Interest.” The Owner
Clarification Form also clearly discloses that “(i) This Timeshare Interest
is being purchased for personal use and enjoyment and that you are not
purchasing with an expectation of receiving any tax benefit or income from
rental or profit from the resale of your Timeshare Interest and (ii) the market
for resale of timeshare interests is poorly established.”

Our
records show that Owner’s maintenance assessments for 2023 are delinquent. If
Owner is facing financial hardship, he can contact our Capital Management
Department by calling 1-800-298-3706 to ascertain if there are any payment
options available to assist with bringing his account current. If it is still
Owner’s intent to be relieved of the Upgrade Ownership, we welcome Owner to
reconsider the Company’s Horizons Program. Alternatively, Owner is free to
explore other options for exit of the Upgrade Ownership. However, we would like
to advise Owner that there are a number of unscrupulous entities that provide
timeshare owners with false assurances of resale, rental and/or timeshare
cancelation opportunities. They often charge exorbitant up-front fees then fail
to provide the proffered services. The American Resort Development Association
(“ARDA”) is a reputable trade association that provides consumers with
information regarding third party exit and rental companies. We encourage Owner
to visit www.arda.org and/or www.responsibleexit.com for additional insight in this regard.

Sincerely,
/s/ Joann A*****
Joann
A*****
Manager-Paralegal
Holiday
Inn Club Vacations Incorporated

Customer Answer
Date: 05/25/2023

Complaint: ********

I am rejecting this response because:I have contacted Horizon and have been and they say the same thing that they want me to pay the maintenance fee for this year and pay them more to transfer it back to them After I paid them over 30,000 dollars and can not even use it Been working with them since 2020 still can't get out

Sincerely,

***** *****
Business Response
Date: 06/08/2023
June 8, 2023
VIA BBB PORTAL
Better Business Bureau of Central Florida
1600 S. Grant Street
Longwood, Florida 32750
Attention: Sabrena Critton, Consumer Affairs
Representative

RE: ***** ***** (“Owner”)
Complaint Case # ********, Dated May 25, 2023 (the “Second Rebuttal”)

Dear Mrs. ********
We have received Owner’s Second Rebuttal to our response to the
Complaint. While we appreciate the opportunity to respond, we find that we have
already reviewed each of Owner’s allegations and previously responded with specificity
addressing each of the issues raised therein in our prior responses dated, May
5, 2023, and May 24, 2023. Capitalized terms not defined herein bear the same
meanings ascribed to them in our original response.
Owner states he is unable to utilize the Upgrade Ownership due to
changed circumstances. We sympathize with Owner’s changed circumstances and
that he is unable to utilize the Upgrade Ownership as he initially intended.
Notwithstanding the foregoing, the fact that Owner no longer wants, needs, or can
utilize the Upgrade Ownership based on his personal circumstances, does not
invalidate the financial obligations he agreed to on his date of purchase neither
does it constitute a legal basis for contract cancelation. We maintain that if
Owner does not wish to surrender the Upgrade Ownership through the Horizons Program,
he is under no obligation to do so. However, Owner will be required to abide by
the financial obligations he agreed to at the time of purchase for so long as
he owns the Upgrade Ownership. Therefore, we restate that Owner reconsider the
options provided through the Company’s Horizons Program. Alternatively, we
recommend Owner utilize the benefits afforded to him through the Upgrade
Ownership at his convenience, once he brings his account current.
Sincerely,
/s/ Joann A*****
Joann A*****
Manager-Paralegal
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:04/27/2023
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 was sold a 3 night, 4 day resort package for $199. The rep made it seem like it was at one of the resorts and if I couldn't stay, I could easily extend. Nothing was mentioned on a charge for extending. On top of that, the stay was for one of the hotels, not the resort. This information was not clearly explained nor did I get anything in writing. If I had known that this was not for a stay at one of the resorts I would of never purchased! The booking representative I spoke with argued that I was told that it was for a hotel. She said she pulled up the call, but I couldn't hear it? All around horrible practice for a business. I definitely will not want to invest in anything that is connected with IHG. I'm not getting what I paid for and I would like a refund.
Business Response
Date: 05/03/2023
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 Ms. **** 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: 05/03/2023

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. I really appreciate the efforts of BBB and the service and benefits they provide for the consumer!

Sincerely,

***** ****
Initial Complaint
Date:04/27/2023
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.
I was extremely disappointed with our experience at the East Village in Orange Lake Resort in Orlando. After finally being seated and ordering drinks and appetizers, we were ready to order our main course only to be told that the kitchen had closed. The waitress simply said "It is what it is". I find this unacceptable and inexcusable. Plus the maintenace fees are way too expensive to afford. We have invested in this resort and expected better service. The fact that they cannot even provide basic services like food is unacceptable and a complete waste of our money. I have wasted a lot of our hard earned money on this timeshare. Someone from your company needs to reach out to to me as soon as possible with options on how to cancel.
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. ******* (“Owner”). We appreciate the
opportunity to respond to the concerns set forth therein.
Our records reflect that
on July 22, 2019, Owner attended the Company’s timeshare sales presentation and
elected to purchase an annual standard beneficial interest in the Orange Lake
Land Trust (the “Ownership”). The Ownership entitles her to 45,000 points per
year in the Company’s points-based exchange program, the Holiday Inn Club.
Customer Service. Owner expresses dissatisfaction
with the customer service she received while traveling to the Company’s Orange
Lake Resort located in Kissimmee, Florida (the “Resort”). Our records reflect
that Owner and/or her husband last utilized the Ownership to travel to the
Resort in August 2021. However, we have no record of Owner and/or her husband
raising any concerns regarding the stay until the Company’s receipt of the
complaint, which is two (2) years after the alleged incident. Please note that
our priority is to ensure that we provide quality customer service to all our
guests and owners. If Owner had reported any concerns during her stay, we would
have promptly investigated the concerns and resolved the matter in a timely
fashion. Notwithstanding the foregoing, to the extent that Owner experienced
less than exemplary customer service when interacting with a Company employee,
we sincerely apologize as the Company is committed to ensuring that our employees
exhibit respect towards our owners and interact with them in a professional
manner. The Company certainly does not condone discourteous behavior. We thank Owner for her
feedback, and we will continue to work with our staff in this regard.
Affordability.
Owner claims that she cannot afford the payment obligations associated with the
Ownership. Our sales consultants fully and accurately present the financial
terms and conditions of the purchase to the prospective purchaser, but do not
speculate on affordability as that is for the prospective purchaser to
determine based on his or her circumstances. Upon conclusion of the sales
presentation and prior to her execution of the purchase documentation, Owner
was presented with a one-page Purchase Proposal setting forth the main
financial terms of the purchase (i.e., purchase price, loan term, amount
financed, down payment, mortgage payment, maintenance assessments, interest
rate, etc.). Only after Owner executed
the Purchase Proposal confirming her agreement to the terms set forth therein
were contract documents prepared for her review and execution. Owner signed a
Purchase Agreement, Promissory Note, Closing Disclosure and Mortgage for the
Ownership, all of which clearly disclose her financial obligations. In addition, the governing documents
applicable to her purchase clearly disclose that the maintenance obligation is
on-going and the fact that it is subject to increase. If Owner determined that
the financial obligations attendant to her purchase were not acceptable, she
was welcome to decline to execute the purchase documentation, or alternately,
cancel the purchase within the rescission period, which she failed to do.
Cancelation.
Owner requests cancelation of the Ownership and refund of monies paid. Please
be advised that Owner’s request is untimely as her 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. Because
Owner has outstanding financial obligations owed to the Company, we have
determined that Owner is not entitled to, nor eligible for, account cancelation
or refund of monies paid, and we respectfully decline her request for the same.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Business Response
Date: 09/22/2023
We
received the second rebuttal complaint from Mr. and Mrs. ******* (“Owners”).
Owners
restate that the sales consultant presented the Ownership as an investment, and
now more specifically state that the sales consultant made representations
concerning their ability to obtain profit from the rental and/or resale of their
Ownership. Please be advised that the Company does not have a rental program
for third party rental of Owners’ timeshare interests. As such, our representatives
do not make representations regarding the ease by which a prospective purchaser
might be able to secure renters on the rental market. Additionally, the Company
does not have a resale department. And while Owners may opt to sell or transfer
the Ownership to a bona fide third party in accordance with the Company’s
transfer requirements, and subject to any mortgage(s) placed on the property,
the Company does not offer resale services to assist owners in this regard and
we do not advise prospective purchasers to the contrary. We remind Owners that they
executed a Purchase Agreement attendant to the Ownership, which clearly discloses
that “Seller makes no representations to Purchaser concerning rentals,
rental income, income tax considerations, or investment potential…. Purchaser
understands and agrees that Purchaser will not receive any assistance from
Seller or any of its agents in the rental of accommodations or resale of the Interest.”
Owners
further state that they were advised that they could travel anytime. 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, etcetera.
We remind Owners that they were provided with a Member Guide at the time of
purchase which provides a breakdown of exactly how many Club points are
required to book reservations at each of Company’s resorts, broken down by unit
size, unit type, day of the week, and season. It should further be noted that
it is possible to obtain one (1) week of vacation with 45,000 Club points at a
number of the Company’s resort locations, such as at the Cape Canaveral Beach
Resort, Apple Mountain Resort, South Beach Resort, etcetera.
Moreover,
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. We maintain that our sales consultants do not
provide guarantees 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. In addition to being able to
secure reservations at Company’s thirty-two (32) resort locations, Owners may
also utilize their Club points to secure reservations at thousands of (i)
resorts through the Company’s exchange affiliate, RCI, and (ii) reservations at
thousands of IHG-branded hotels worldwide through the Company’s affiliation
with IHG. Club points may also be used towards reservations for cruises, car
rentals, and airfare through the Company’s Club Partners Program. We again
encourage Owners to contact one of our vacation counselors at the number
previously provided, for assistance on how to utilize their Ownership to its
fullest potential.
We
appreciate Owners providing additional information regarding the concerns
related to their August 2021 reservation. It should be noted that upon the
Company’s receipt of the initial complaint, we conducted an internal review of
the interactions alleged by Owners. In connection therewith, we were unable to
locate a record of the alleged incident. Irrespective of the same, an Assistant
Director of Food & Beverage attempted to contact Owners via telephone call
and email on or about August 10, 2023, to request additional details on the
establishment Owners dined in, the server they encountered, and their
experience so that the same could be investigated further. Owners, however,
were unresponsive to such attempts. Given the new information provided by
Owners in their latest complaint, we conducted an internal review, and we were
again unable to locate a record of the alleged incident. Notwithstanding the
foregoing, we maintain that our priority is to ensure that we provide quality
customer service to all our guests and owners. To the extent that we failed to
meet Owners’ expectations in this regard, we apologize.
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 their claims of misrepresentation and/or wrongdoing on the part of
the Company in connection with the sale of the Ownership, we stand by our
previous responses and our position remains unchanged.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Customer Answer
Date: 10/02/2023

Complaint* ********

I am rejecting this response because:
Your Sales Representatives Lied to us because they know that people like yourselves and the contract has this clause there to protect them, you and the company so that you all can continue to lie and Scam innocent people. We want this contract canceled! Why would anyone sign up to be scammed out of their Hard Earned Money? This makes absolutely no sense. We were lied to and told things that were blatantly not true. Yes, your representative told my husband and I that we could use this timeshare to make money. We were told that we could rent it and make money on the side. They also said that the Timeshare could be sold for a profit. No One wants this Timeshare. We have looked online and we can see people are trying to give them away for a Dollar, NO Value whatsoever. Maybe you should start recording your sales people from beginning to end because my husband and I have no reason to Lie to anyone. We don’t get a commission to lie. We Spent OUR money to buy this timeshare with the promise that we would be able to travel and enjoy ourselves and be hassle free. But again these are the lies of your salespeople. We as the consumers are liars in your eyes because your letter back to us is saying that we understood that everything your salesperson said to us was a lie and we knew it. The same with the restaurant at your resort. We never went back because we were disgusted at the lack of customer service. I would never allow anyone to prepare food for us with that type of attitude, there’s no telling what they would do to our food, so no we did not go back and would never go back. Just like we will never use your Timeshare to travel anywhere because of the false advertising and misleading information we were given at the time of sale. Also, the blatant disrespect that we endured at the last sales meeting we went to where the salespeople were mad at us for wasting their time because we REFUSED to buy more points and put ourselves in more debt. They told us that we don't have enough points to do the things we were trying to do. But when we initially purchased they told us that the package that we signed up for would allow us to go to the places we wanted with no problem, which was a lie. But yet we were told by this saleswoman "why do you even bother if you're not going to buy points", very rude saleswomen. But yet you want us to buy more, pay more, for what, to be treated like we’re nothing. My husband and I have never felt worse in our lifetime by the way we were talked down to. This is why we would like for this to be over. We want out of this contract immediately.

Sincerely,

***** and ******* *******
Initial Complaint
Date:04/27/2023
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.
This timeshare has become a financial burden for far too long.. We can barely afford the high payments and there is no guarantee that we will be able to get the reservations we need. It is unfair that we are stuck in this situation especially since booking at resorts of comparable quality costs much less. We have been desperately trying to figure out a way to cancel our timeshare but it has become increasingly difficult. We would really appreciate it if someone from your company would reach out and help us cancel this timeshare.
Business Response
Date: 05/26/2023
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 on March 30, 2011, 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 Owner to 121,000 points every even year in the Company’s
points-based exchange program, the Holiday Inn Club (“Club”).
Owner
questions the benefit of vacation ownership and states that “there is no
guarantee” that he can book desired reservations. Firstly, please note that
Owner was not advised that his purchase of the Ownership constitutes the
cheapest vacation option available to Owner on the market. However, through our
Club program, Owner may utilize his Club points to secure (i) reservations at
any of the Company’s 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 IHG, and (iv) airfare, car rentals, cruises, and more through the
Company’s Club Partners Program. If Owner determined that the benefits under
the Club and the offers presented did not constitute a good purchase at the
right price, he was welcome to decline the purchase.
Secondly,
it was fully disclosed to Owner at the time of purchase that all reservations
are subject to availability. Accordingly, we deny Owner’s
insinuation that he was advised that the purchase of the Ownership would result
in guaranteed availability. To the contrary the Owner Clarification Form Owner
executed at the time of purchase clearly discloses that “we may not receive
our first vacation choice and that alternative choices may be required to
confirm an exchange through the Holiday Inn Club™.” Since purchase of the
Ownership, our records show that Owner has successfully utilized his Ownership
benefits to complete nine (9) reservations at the Company’s resort locations,
the majority of which were booked within six (6) months of his check-in date. 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, and especially during peak travel seasons. Owner’s
booking window allows him to secure reservations three (3) years to thirteen
(13) months in advance at his home access resort, Orange Lake Resort, and up to
ten (10) months in advance at any of the Company’s resorts prior to his travel
date. If Owner would like assistance
securing reservations, he is welcome to contact a Club Counselor at (877)
606-2582, who will be happy to assist him in that regard.
Owner
requests cancelation of the Ownership on the basis of affordability. In
recognition of financial hardship, the Company allows owners who no longer wish
to retain their timeshare interests the opportunity to relinquish their
ownerships by deeding the same back to the Company via the Horizons Program,
once qualified. If Owner wishes to receive additional information regarding the
terms and conditions under said program, he may contact the Horizons Program
Department at (866) 228-8689 and an agent will be happy to assist him in that
regard.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services
Customer Answer
Date: 06/29/2023

Complaint: ********

I am rejecting this response because:
Contrary to Companies assertions, after looking thru our records given to us on the day of purchase, there were no documents, phone numbers, or anything offered us to provide a way out of the contract. We do remember asking specifically about what we could do if the contract grew burdensome and were told that these contracts were in high demand and you could easily sell them on Craigslist. So again, there was no recourse offered by the company to exit the contract. And that is the reason for the rejection.

Sincerely,

**** ******
Business Response
Date: 07/27/2023
We have received the
second rebuttal complaint filed by Mr. ****** (“Owner”).
Owner insists that the
Company has not provided him with an exit option and now refers to his purchase
documentation stating that no exit options were provided therein. To clarify,
upon receipt of Owner’s Better Business Bureau (“BBB”) complaints, the Company
has repeatedly advised Owner via our responses to the BBB that he may contact
the Company’s Horizons Department to receive additional information on how he could
exit his Ownership.
Please be advised that
the original purchase contract underlying the Ownership predates the creation
of the Company’s Horizons Program (“Horizons”), which Horizons was created in
July 2018. Prior to the creation of Horizons, there was no pre-existing established
program through the Company that offered owners to deed back or surrender their
timeshare interests back to the Company. Therefore, in 2018, the Company
created Horizons to afford our 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. Please note, Horizons was a benefit that
the Company created for qualified owners and is not a contractual obligation on
the part of the Company to offer, nor for a respective owner to participate in.
It should be noted that Owner is not obligated to participate in Horizons, nor
is the program itself the only exit option available. Owner may explore several
options: (i) surrendering the Ownership back to the Company via Horizons,
subject to the programs terms and conditions, (ii) selling his Ownership
independently to a bona fide third-party, subject to the Company’s transfer
requirements, or (iii) gifting/transferring the Ownership to a friend or family
member, which is also subject to the Company’s transfer requirements.
Upon receipt of the
second rebuttal complaint and in an effort to further assist Owner, a member of
the Company’s Legal Department attempted to contact Owner via telephone calls
and emails on July 18th, 25th and 26th;
however, our attempts in speaking with Owner directly have been unsuccessful. If
Owner would explore one of the options provided herein, we encourage him to
contact the Company’s Legal Department at 407-395-6268 or at [email protected].
We do not guarantee that any such relief is available to Owner, but if Owner
would like to explore the possibility, we encourage him to contact us as soon
as possible.
Sincerely,
HOLIDAY
INN CLUB VACATIONS
INCORPORATED

Katherine
M*******
Paralegal,
Legal Services

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Holiday Inn Club Vacations Incorporated is BBB Accredited.