Holiday Inn Club Vacations Incorporated
Reviews and Complaints

I purchased a package in March 50000 club points. I was told the points could be used in RCI without extra fees so I could travel wherever I needed. I just tried to use it as I need to travel for my business. There are $269 fees for exchanging anywhere! The reason I purchased was to make things more affordable. This isn't more affordable at all and I need a full refund of my purchase. I tried reaching out to Robert T, the real estate agent who sold to me. I called customer service and was directed to their horizons program. I was on the phone for over an hour and a half to be told these three options- Gift the package (no one else will want a fraudulently sold timeshare) Sell through their program (I was deceived and haven't used anything so I need a full refund) Forfeit the whole thing (NO, I need all my money back) I need a full refund or I will involve legal counsel for fraud.

My father purchased a timeshare at the Desert Club Las Vegas location with Summer Bay. In 2008, when Desert Club took over they changed the deed from floating week to week 36 without any notification. My father has passed and my sister and I are trying to transfer the deed to our names. We questioned the week 36 on the deed and what happened to the season 3 floating week that was originally purchased. No response to our emails and when I called all the guy could tell me is it is on the deed from 2008 and he has no other information and can not give me anyone else to contact for the information. As you can see in the exhibit A attachment of the deed signed by my parents in 2007 and filed 3/19 that this timeshare was not a fixed week.

Prior to the COVID shutdown in 2020, I purchased one of the vacation club's packages to tour their resort. Unfortunately, I was unable to use it due to issues of my own. I chalked up the loss. Earlier this week I received a call requesting to survey me about my experiences with IHG in exchange, I would receive 500 reward points.I was then transferred off to someone intent on selling me the same package I had already purchased...promising the sun, moon, and stars that I was already promised. When I explained what happened previously and that I had effectively lost the money that I had already spent and I was unwilling to do that again he became belligerent. I ended the call, as being harassed in the middle of a workday is not my cup of tea. However, I was never granted the reward points promised for the initial survey.

On August 6, I contacted my local hotel to reserve a room for the night and had selected to be transferred to the brief survey after my call ended. After booking my room, I was told by the local hotel employee to "Please hold, I will transfer your call now" with no further explanation. After I got transferred, an employee from the Holiday Inn Club Vacation answered the call. I was confused about the transfer since I had never dealt with a survey managed by a person. The HICV employee soon started to ask how my experience with the booking was and then went on to say along the lines of "we are holding a special for new members who sign up for our Loyalty rewards program since we are approaching a million members." And then, I was told I can stay at any of the select "resorts" in certain cities for two rooms and four nights for $100 (I will get a $150 refund upon my arrival at the resort of my selection). I was hesitant, so the HICV employee offered me a full refund upon arrival. I felt this was too good to be true, but I was made to believe that I was one of a few lucky chosen ones since I signed up for the Loyalty rewards program. I, unfortunately, paid the $249 on the call. After doing more research and looking at the email from the HICV, I realized this is no special offer; instead, it is to solicit for the HICV timeshare. I was not made aware of any timeshare or going to any special presentation to use this offer. During the call, I was made to believe that I was speaking to an employee of the hotel (executive corporate, survey, or loyalty line) and not HICV, which is not affiliated with the hotel. I am a young person and really see no use for timeshare. I am please asking to be refunded the $249 that I paid. Thank you.

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 March 31, at which time he elected to purchase a biennial timeshare interest at the Smoky Mountain Resort located in Gatlinburg, Tennessee (the "Ownership"). The Ownership entitles Owner to 107,000 points every odd year in the Company's points-based exchange program, the Holiday Inn Club ("Club"). Availability / Financial Obligations. Owner claims that he has been unable to utilize the Ownership due to lack of availability and the financial obligations applicable to the Ownership. Please be advised that Owner may utilize his Club points to towards (i) reservations at any of Company's twenty-eight (28) resort locations; (ii) reservations at resort accommodations through RCI's external exchange program; (iii) reservations at hotel accommodations at thousands of IHG-branded hotels worldwide through the IHG One Rewards Program; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program. Provided that (i) Owner has the requisite number of Club points for the requested reservation, (ii) his accounts with Company are current, and (iii) he abides by the applicable booking windows, then there is nothing in our system that would prevent Owner from booking a reservation. Please also note that Owner executed the Owner Clarification Form which expressly provides that from time-to-time Owner may be required to make alternative choices to confirm a reservation if his first choice is not available. To the extent that Owner was denied a reservation on the basis of availability, he was reminded that all reservations are subject to availability, and that it is best to book reservations as far in advance as possible in order to maximize his chances of securing his desired resorts and dates of travel. Upon review of Owner's usage history, we show that he has not utilized his Ownership. Notwithstanding Owner's choice to forego use of the Ownership, this is not a basis for contract cancelation and does not invalidate the financial obligations Owner agreed to on the date of his purchase. In connection the financial obligations, Owner was provided full disclosure of the financial obligations on the date of his purchase. Please note, once Owner advised the sales consultant that he wanted to purchase the Ownership, he was provided with a one (1) page Purchase Proposal setting forth the key terms of his purchase, including without limitation, the purchase price, amount financed, term of loan, monthly payment, maintenance fees and interest rate, in order to confirm his understanding of the same. Only after Owner signed the Purchase Proposal were contract documents prepared for his review and execution, which further disclosed the financial obligations attendant to the Ownership (i.e., maintenance fees, real estate taxes, Club membership fees, etc.), and the fact that he must timely remit his payments. To the extent that Owner allows his accounts to become delinquent, he is subject to receiving (i) collection calls, (ii) collection notices, and (iii) incur additional fees such as, late fees, and additional collection costs. 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 did not agree to the financial obligations or any of the terms associated with the Ownership, he was welcome to decline to execute the contract documents or to rescind his purchase within the statutory rescission period. Customer Service. The complaint states that the Company's agents have exhibited "rude" behavior to Owner. Owner further states that he has previously emailed the Company and has not received support to his request for assistance. Please note that satisfying our customers' needs and providing effective and timely assistance in connection with account inquiries is important to our company and we apologize to the extent that Owner has experienced any frustration in this regard. Please note that we have no record of Owner previously presenting concerns regarding the customer service provided by our agents. Notwithstanding the same, we sincerely apologize to Owner to the extent he felt that our agents were discourteous to him during any phone calls, we certainly do not condone such behavior. Additionally, if Owner did not receive response(s) to his emails, we sincerely apologize in this regard as well. We thank Owner for his feedback, and we will continue to work with our agents in this regard. Timeshare Solicitation. The complaint states that Owner has received phone calls from the Company's marketing department to purchase deeply discounted mini vacations. Please note that to the extent prospective purchasers are invited to purchase a mini-vacation through our marketing department, the terms of the promotion may include payment and the requirement to attend a timeshare presentation to receive the reduced rate for the accommodations and/or a refund of the purchase price for the mini-vacation, depending on the applicable promotion. Please be advised that owners and non-owners are not required to participate in the Company's marketing promotions nor consummate a purchase at a sales presentation, as both are at the discretion of the prospective purchasers. Notwithstanding the same, pursuant to the request in the complaint, the Company placed Owner's telephone number on the account on our internal do not call list and as such, he will no longer receive solicitations from the Company at that number. However, such action does not preclude the Company from contacting Owner for collection purposes. Cancelation / Refund. Owner requests contract cancelation on the basis that he can no longer afford the Ownership. Our records reflect that Owner was provided with all applicable disclosures related to his purchase, including his use rights, benefits, financial obligations, and right to rescind, which he failed to exercise. Notwithstanding the foregoing, prior to our receipt of the complaint, our records reflect that due to the severe delinquency under his account our Capital Management Department agreed to extend Owner a one-time offer to surrender his Ownership pursuant to a Deed in Lieu of Foreclosure ("DIL"). This offer would allow Owner to surrender his Ownership back to the Company, without refund, and relieve him of any future financial obligations under the Ownership. Owner accepted the same and later returned the executed DIL. We have confirmed that the Company has received the executed DIL attached to Owner's complaint. Please be advised that the Company previously submitted the executed DIL for recordation in public record; however, the same was rejected by the public records office due to a minor error. After review of the same, the Company has resolved the issue with the DIL and the same is being re-submitted for recordation. As soon as the Company receives the recorded DIL from the public records office, the Ownership will be canceled in our systems, and Owner will be relieved of the outstanding financial obligations attendant to the same. We appreciate Owner's continued patience during this process and a member of our Legal Department will notify him once his Ownership has been canceled. Sincerely, HOLIDAY INN CLUB VACATIONS INCORPORATED Katherine M Paralegal, Legal Services