Frequently Asked Questions

After following a staggered re-opening process, our entire resort network is now open. For information on available amenities at each resort, please visit our Resort Updates page.

Currently, our resort teams are not planning any major operational changes at any Florida property as a result of the state’s recent move into phase 3 of its re-opening plan. We encourage all owners and guests to frequently check the Resort Updates page for the latest information on amenities and services available at each resort.

Across all resorts in the network, our teams continue to follow guidelines and recommendations from the Centers for Disease Control and Prevention (CDC) with regard to implementing proper distancing between restaurant seating and requiring the use of face coverings in public spaces. For more information on the safety and cleaning procedures and protocols in place at all Holiday Inn Club Vacations resorts, check out our Safe Travels Checklist.

Florida has experienced a downward trend of new COVID-19 cases since the state recorded its highest number of new cases in mid-July. Over the past few weeks, the positivity rate of new testing in the state has also decreased, dropping below 10 percent on most days. For more information and daily updates on COVID-19, please visit the Florida Department of Health website.

In addition to the steady decline of new COVID-19 cases, Florida no longer has travel restrictions in place for certain out-of-state visitors. On Aug. 5, Gov. Ron DeSantis rescinded an executive order that required individuals from New York, New Jersey and Connecticut to self-quarantine upon entering the state.

Our team is closely monitoring the ski slopes in the surrounding areas of our Tahoe Ridge Resort in Stateline, Nevada and Mount Ascutney Resort in Brownsville, Vermont. Fortunately, many of the nearby ski mountains have already announced their plans to open later this year for the winter season.

Travelers interested in skiing while visiting one of our resorts should review the guidelines and updates from the ski mountain before visiting, as many will implement new procedures and policies this year. For example, Heavenly Lake Tahoe, the ski mountain with direct connection to our Tahoe Ridge Resort, provides details and information regarding its winter season on its website. Please remember these guidelines are subject to change.

If an owner or guest discloses that he/she has tested positive for COVID-19 while at our resorts, we will closely follow contact tracing guidelines and protocols issued by the CDC. If the individual shares that he/she was in close contact with other owners, guests or team members while on-property, our team will notify them immediately.

Additionally, any owner or guest that tests positive for COVID-19 will be asked to leave or isolate in their villa during their stay, depending on local government orders. Upon checking out, the individual’s villa will undergo a thorough cleaning and disinfection process and is taken out of service for at least six days.

Before leaving their personal residence, all travelers should check if their local government has issued restrictions or guidance regarding travel (and return from travel).

Additionally, we will follow any government-issued order or directive placed on travelers entering the states and counties of our resorts. Please see the information below for travel restrictions issued by local governments where some of our resorts are located.

Massachusetts
Effective Aug. 1, all Massachusetts visitors (unless exempt, see details below) must 1.) complete the Massachusetts Travel Form, and 2.) self-quarantine for 14 days upon arrival or produce a negative COVID-19 test result that has been administered up to 72-hours prior to arrival in Massachusetts.

Travelers from lower risk states, as defined by the Massachusetts Department of Public Health (see list here), are exempt from this requirement. Additional exemptions include transitory travel, individuals commuting for work or school, patients seeking medical treatment, military personnel and workers providing critical infrastructure services.

Nevada
Per Gov. Steve Sisolak, any individual that has tested positive for COVID-19 or has been in contact with an individual who tested positive, shall self-quarantine for a minimum of two weeks or until a negative test result has been received.

Vermont
Because of state government orders, travelers visiting our Mount Ascutney Resort in Brownsville, Vermont may be subject to quarantine restrictions.

Travel is allowed without quarantine restrictions to and from counties across New England, New York, New Jersey, Pennsylvania, Delaware, Maryland, Washington, D.C., Virginia, West Virginia and Ohio with 400 or fewer active cases of COVID-19 per one million residents if the traveler comes directly to Vermont via their personal vehicle. This follows guidance issued by the Secretary of the Agency of Commerce and Community Development (ACCD) – please see which counties meet this criteria here.

Travelers, including Vermont residents, that visit the resort from a quarantine-required county must quarantine for 14 days upon entrance into Vermont or quarantine for at least seven days upon entrance into Vermont and receive a negative COVID-19 test.

• If driving directly from their home via a personal vehicle, these travelers may complete either 1.) a 14-day quarantine, or 2.) a 7-day quarantine followed by a negative test in their home state.
• If arriving to Vermont via public transportation (such as a plane, train or bus) or from further than a direct car ride would allow, these travelers may complete either 1.) a 14-day quarantine or 2.) a 7-day quarantine followed by a negative test in a Vermont lodging establishment or with friends and family (travelers must stay in their quarantine location for the duration of quarantine other than to travel to and from a test site).
  
  

Upon arrival at the resort, owners and guests must sign a document that attests 1.) all quarantine requirements have been met, 2.) the traveler is arriving from a county with similar active COVID-19 caseload per ACCD, 3.) the traveler is an essential or authorized worker, or 4.) the traveler is a Vermont resident. The Certificate of Compliance also certifies that you have not had close contact within the past 14 days with a person confirmed to have COVID-19, and that you do not currently, or in the past 24 hours, had any of the symptoms described in the Certificate. Please see the state’s Certificate of Compliance here.

Per the State of Vermont, we must obtain a Certificate of Compliance from each guest who will attest to certain travel requirements and health questions. We expect families to make informed decisions to protect themselves and others. Additionally, we are unable to advise how the state of Vermont or the Vermont Health Department may implement action on investigation and compliance.

Out-of-state travelers should register with Sara Alert to get daily reminders via text, email or phone from the Vermont Department of Health (if not already enrolled).

Wisconsin
The Walworth County Division of Public Health may require in-state and out-of-state travelers to self-quarantine for 14 days after entering the county.

Yes, we are requiring all owners and guests to wear a face mask or covering when in public spaces at all our resorts. Exemptions to this requirement include:

• Children under the age of 7
• Individuals with a medical condition, mental health condition, or disability that prevent them from wearing a face covering
• Individuals with established religious beliefs that prevent them from wearing an appropriate face covering
  
  

Our team members will be reminding those without face masks of this requirement, and we will have complimentary masks on hand for anyone who needs them. Please note that state or local government orders may result in different face mask requirements at some of our resorts. If this occurs, details around the government-issued mask mandate will be clearly displayed at the resort.

Our team is assessing the current occupancy levels at some locations to ensure the number of guests and owners at our resorts at any given time aligns with our new safety and distancing measures. If you are still interested in booking a resort that is unavailable online, please connect with our team by calling (877) 606-2582.

Club members may cancel a reservation by calling (877) 606-2582. If you are not a Club member and need assistance with an upcoming reservation, you can connect with our teams at one of the numbers below:

• (888) 657-3529 – Non-Club member owners
• (844) 428-7829 – IHG resort guests
• (800) 353-1966 – Vacation package guests

We’ve developed a program, Safe Travels, that “checks the boxes” on the higher safety and cleanliness standards to deliver trusted stays for our guests and owners. Safe Travels brings many new and enhanced practices to the resorts that provide an extra level of cleanliness and sanitization, along with responsible spacing and distancing. Additionally, the program empowers all individuals – guests, owners and team members – to do their part to stay safe.

If you’re interested in learning more about Safe Travels and the resort-level implementations, please visit our Safe Travels Checklist.

Amenities or certain public areas at re-opened resorts may be closed or restricted to comply with local guidelines and company standards. You can find the latest information and updates on resorts and various amenities at our Resort & Amenities Updates page. This page will be frequently updated, so we encourage you to visit it regularly.

Maintenance fees are based on a resort’s annual budget, which considers all expenses associated with operating and preserving the property, and approved by the Homeowners’ Association (HOA) 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 used this unexpected resort closure period to complete various maintenance and deep cleaning projects that would be difficult to execute (or require more resources) if guests and owners were on property. This ensured the resort was even better prepared to welcome guests and owners when it re-opened.

If there is a surplus of funds at the end of the year, your HOA Board of Directors will determine how to use funds in a manner that will best serve the interest of all owners and the resort.