Holiday Inn Club Vacations South Beach Resort

I had an extremely disappointing experience with this company that turned what was supposed to be a special spring break trip with my daughter into a stressful and frustrating situation. I originally qualified for this promotional trip and booked it well before I was married. At the time of booking, I fully met all requirements. However, by the time of travel, I had gotten married, something that should have been a positive life event, not a reason to be penalized. When I arrived for the required presentation, I was told I could not participate because my spouse was not present. I explained that my husband is currently deployed on active duty, which is completely outside of my control. Despite this, I was denied participation and was going to be charged a $500 “disqualification” fee. What’s most frustrating is that I showed up in good faith, ready to fulfill my obligation. This was not a no-show or an attempt to avoid the presentation. It was a situation where life circumstances changed after booking and not only that, but due to military service. There was no meaningful attempt to accommodate the situation. I was briefly told someone would try to contact corporate, but within moments was told they couldn’t get through and handed a number to call myself. When I did, I was simply told “it’s policy,” with no consideration for the timeline of booking or the fact that my spouse is deployed. While they ultimately reduced the fee, I was still penalized for circumstances that were both unavoidable and, frankly, deserving of understanding. This was charged almost instantly after my call ended. This experience felt rigid, unfair, and lacking any empathy especially toward military families. I would strongly discourage others before booking with this company, particularly if there’s any chance your life circumstances could change between booking and travel. A company’s true character shows in how they handle situations like this and this was incredibly discouraging and ultimately disgusting. I fully plan to share my experience with any and all family members as well as our other service members and community as I would hate for anyone else fighting for our freedom to be penalized for doing so.

The environment

Love everything about it .

Little small stuff wasn’t working like the spa tub the lamp and some of the outlets wasn’t working.

The units are completely different than what’s advertised. Modern updated units.

Showers are cookie cutter small & awkward.

Great facilities. Enjoyed the hot tub and indoor pool. Our villa was comfortable, enjoyed the screened in porch. Had all we needed in the kitchen.

I didn't appreciate being sent to the desk so they could try to sell me on their Vacation Club. We were checking in and instead of giving us our keys, etc, we were sent to a different desk to try to sell us on their presentation.

I liked the space and the view and how convenient it was to get to the beach etc

That my toilet kept having issues in the master bedroom

The bed was comfortable, clean room.

The fireplace didn't work. It would have been nice if the hotel had a restaurant in it to order room service and/or breakfast buffet inside hotel. I would have rated this as the perfect stay except for the experience I had on saturday and sunday.Sunday. I signed up for a presentation on saturday morning, showed up on time only to be told that I had been rescheduled for sunday morning. The desk clerk who had signed me up called and left a very unpleasant voicemail indicating that I just didn't show up at all on Saturday, which was not correct at all. I did not appreciate this at all and didn't even call to apologize for his error after I called the front desk ans spoke with someone else to explain what happened. And lastly on sunday, I felt very uncomfortable and pressured when I declined to join the timeshare offer that was presented from the presentation. I understand salesman are trying to get a sale, but the overall atmosphere just made me not want to Come back to the hotel. We'll if I do come back, I'll definitely know to say NO to a presentation again.

I didn’t like how far away the pool was.