Sandcastle P'town owners -Festiva

[FestivaRep]

I'm back!

Hello TUGers, I know it's been a while since I've posted, but my job description has expanded a bit in the last few months and unfortunately I have not been able to spend time reading and responding on the board. I've taken a few days to catch up at the request of our executives, and I just wanted to let everyone know that I'm here.

As always, I'm ready to answer any questions you may have, publicly or privately. Some of these questions may take longer to post answers to than others. My first position with the company was in Owner Services, so I have a good knowledge of the company and how membership works. Of course, for some things I will have to consult owner services, the Club manager, the legal department and/or our executives, so those may take a little bit of time to answer.

I can see from my catch-up reading that there has been some concern over people posting as multiple users, so feel free to check my IP address. Many of you will remember me from other threads as well. Also, to my knowledge I am the only employee from Festiva Resorts who is on this board. If there is another employee posting and not identifying him/herself as a Festiva employee or representative, regardless of their intentions, then they are in direct violation of corporate policy. As for me, I simply do not have the time to post as anyone other than FestivaRep, nor would I do so if I did have the time because I would probably get in trouble with the boss!

So, with that out of the way, I do want to publish an e-mail address that we have recently created to address questions, concerns, etc. from owners, members and even non-owners who have toured a resort and wish to leave us feedback. If you send an e-mail to comments@festivaresorts.com, it will come to my inbox and I will be able to immediately send it to the head(s) of the appropriate department whether that's sales, legal, marketing, member services or straight to an executive (and they often are CC'd on many of the e-mails that are filtered to a specific department, particularly when the claim has to do with a misrepresentation or negative action by any of our employees).

That's not to say that I don't want to address issues publicly, but ever since we created the system to address concerns with that e-mail address, we have been able to work with our customers directly and resolve issues much more quickly than when we find out through third parties (i.e. complaint sites) and e-mails to other addresses that inadvertently get sent to the wrong place.

We have made business cards bearing that e-mail address that are given to every single guest that tours at our sales sites, and they are encouraged to immediately let us know how they were treated on the tour. This has been effective in getting feedback directly from our guests to our corporate office, which is not always easy with 10 different sales sites and more than 20 resorts.

Moving on, the one issue that I was specifically asked to address on this thread is to clarify the relationship between our company and the two resorts in Mass. Festiva Resorts does not own or manage either Southcape or Sandcastle. Further, we do not own NEVS or Outfield. Outfield is the company we have hired to offer optional upgrades to the Festiva Adventure Club program from a deeded week.

It is not our intention for these in-home visits to be high pressure or forcible, and we do want to know if any of the owners who feel they have been treated this way. BUT, in order to take action, we need to know your full name, and any other information you can provide about your visit (date/time and name of the rep if possible). You can post that here, or if you prefer to keep your information private, send it to the comments e-mail address.

Keep in mind that we need specific information in order to help you, and for the initial contact, please keep it as abbreviated as possible so that it can be routed to the appropriate person. I know there are a lot of general complaints, but quite frankly, I've tried in the past to address concerns posted by several of the users here, and some attempts that I've made with factual information and honest replies have only been met with negative feedback and provocative remarks.

Thanks for your time, and I look forward to helping in any way that I can. I'm sorry this is such a lengthy post, but it's been so long that I've posted that I wanted to offer some explanation and information for everyone. I'll keep it brief in the future!

 

[Sou13]

No wireless at Southcape

I have heard from a Southcape owner who's there this week and his report is that there is still no wireless Internet access at Southcape.

I have also heard that "Frank in Owners' Services" isn't giving $50 gift cards for owners' time. But he IS occupying two units, not just one!

 

[ecwinch]

I have heard from a Southcape owner who's there this week and his report is that there is still no wireless Internet access at Southcape.

I have also heard that "Frank in Owners' Services" isn't giving $50 gift cards for owners' time. But he IS occupying two units, not just one!

Exercise your right to inspect the records. The request should be specifically worded that you want to inspect the books pertaining to transactions related Outfield's compensation for use of SC units as sales offices.

It actually would be more helpful if Cliff refused the request.

The request should be in writing, and you should set the appointment for inspection at a reasonable future date (5-10 business days).

 

[Fig]

Moving on, the one issue that I was specifically asked to address on this thread is to clarify the relationship between our company and the two resorts in Mass. Festiva Resorts does not own or manage either Southcape or Sandcastle. Further, we do not own NEVS or Outfield. Outfield is the company we have hired to offer optional upgrades to the Festiva Adventure Club program from a deeded week.

Hi Festiva Rep...welcome back. If you hired Outfield to market, why? They were at the epicenter of your problems in WI when you were fined by the AG there. They are cited on a Peppertree Resort website as lying to people to get their deeds and you are being investigated in NC as well. Steve Lamatia, an Outfield employee has been made a trustee of Southcape and Sandcastle...after being asked to leave an in-home visit in WI. He was quoted as saying things that have been disputed by RCI. Why was he not fired? Why have you discontinued using Outfield Marketing in NC as detailed on your website?

Thanks for your time.

 

[ecwinch]

Moving on, the one issue that I was specifically asked to address on this thread is to clarify the relationship between our company and the two resorts in Mass. Festiva Resorts does not own or manage either Southcape or Sandcastle. Further, we do not own NEVS or Outfield. Outfield is the company we have hired to offer optional upgrades to the Festiva Adventure Club program from a deeded week.

Thanks for your time, and I look forward to helping in any way that I can. I'm sorry this is such a lengthy post, but it's been so long that I've posted that I wanted to offer some explanation and information for everyone. I'll keep it brief in the future!

FestivaRep,

Thanks for coming back into the fray. As happens, speculation can run amok, when no one takes the time to provide answers to questions.

In that regard I appreciate your participation here on TUG and I realize that you are only the messenger. You are not making these business decisions, and I have a high regard for the manner in which you have conducted yourself here. Hopefully others will see the same and treat you with respect, regardless of the opinion they may have toward your organization.

I only ask this next question, as you have introduced the topic of the business relationship between Festiva and NEVS/Outfield. I would like to go a little further.

Can you tell us if Festiva has played any role in arranging or providing the financing that NEVS/Outfield used to acquire the developer rights at the aforementioned resorts.

I understand your intention was only to disavow direct ownership. But if you wish to protect the reputation of Festiva, but would be helpful if you disclosed, in general terms, any security interest you have in these organizations or their holdings. You have stated that Outfield is only the outside sales organization, and you have no ownership in NEVS or Outfield. Others might feel mislead if it was revealed that Festiva has a security interest in either of these two organizations or the resorts pursuant to a financing agreement.

I think you can understand how it would undermine your creditability if your statement here was later found to have omitted key information. If nothing exists then it would beneficial to Festiva to put that speculation to rest.

Please consider my point.

 

[tombo]

Moving on, the one issue that I was specifically asked to address on this thread is to clarify the relationship between our company and the two resorts in Mass. Festiva Resorts does not own or manage either Southcape or Sandcastle. Further, we do not own NEVS or Outfield. Outfield is the company we have hired to offer optional upgrades to the Festiva Adventure Club program from a deeded week.

Welcome back. It is always great to hear the company's position.

It is funny that in this TV news report from May 1st 2009 that a Festiva spokesperson (I believe it was Don Clayton, CEO) told the reporter:

"Festiva says the Missouri problems happened while it was using a third party company for sales and marketing and that company may not have been following Festiva policies.
Festiva says it no longer uses outsourced companies for sales and marketing."

http://abclocal.go.com/wtvd/story?se...tes&id=6789555

That company that may not have been following Festiva's policies was (and is) Outfield. Before May the 1st when this news show aired we know that Outfield was marketing Festiva Points in Missouri, North Carolina, and Massachusetts (and possibly other locations). Then the CEO says on May 1st that Festiva no longer uses outsourced companies. The outsourced company used when the Missori AG sued Festiva was Outfield, so one would assume from the CEO's statement that Outfield no longer was hired as a third party sales force. Now you as a spokesperson for Festiva state that Festiva neither owns nor manages Outfield, but that Outfield is simply a COMPANY YOU HIRED to sell festiva points.

How can the CEO tell the news reporter that Festiva learned it's lesson and no longer uses outsourced companies for sales and marketing only to have you subsequently come here and explain to everyone that Outfield is an outsourced marketing company Festiva hired to market Festiva Adventure Club? I look forward to your answer.

 

[tombo]

It is not our intention for these in-home visits to be high pressure or forcible, and we do want to know if any of the owners who feel they have been treated this way. BUT, in order to take action, we need to know your full name, and any other information you can provide about your visit (date/time and name of the rep if possible). You can post that here, or if you prefer to keep your information private, send it to the comments e-mail address.

Just in case you forgot that Outfield was the same company that you hired to sell your weeks when you got sued in Missouri, here is a web discussion from people who were pitched Festiva points by Outfield in 2006 and another in 2008. The stories of what the Outfield reps said in 2006 and 2008 sound identical to what is being said in 2009 by Outfield. The same marketing company is apparently marketing the same way. The only thing that has changed is that Festiva is now trying to appear to proactivelly be handling the complaints since the Massachusetts AG and the North Carolina AG are both looking at Festiva's sales practices. To have Festiva continue to employ Outfield to sell points, while acting shocked that Outfield might be using the same aggressive and deceptive practices that they have used in the past, makes it very hard (if not impossible) to take Festiva's concern for customers seriously.


http://www.timeshareforums.com/foru...10-festiva-goes-points-charges-thousands.html

Anther thread about 2007 Outfield sales tactics:

http://www.tripadvisor.com/ShowTopi...e_Vac_Club_Any_feedback-Branson_Missouri.html

February 5th,2008 Outfield sales call on cutomer by Steve Lamantia. Steve Lamantia is currently one of Outfield's sales reps/owners has also been appointed a Trustee at Southscape.

http://www.tripadvisor.com/ShowTopi...tiva_Outfield_Marketing-Branson_Missouri.html

July 9th, 2008 Festiva settles with the Missouri AG for $339,000 (Outfield and Lamantia were activelly selling during the AG's investigation) Please scroll down below the article to read 5 posts from 2009 with names since you are looking for recent complaints with names, they aren't hard to find.:

http://www.rentvri.com/festiva-timeshare-resorts-fined-by-missouri-attorney-general/

Steve Lamantia and Outfield are still employed by Festiva to market Festiva's points, but you state that Festiva's position is that Festiva is agressivelly investigating complaints from people who were allegedly lied to, pressured, or coerced. How many people do you need to hear complaints from over how many years before you might admit that there is a problem, and how many AG's have to sue you before you fire Outfield?

You might get the opportunity to defend Outfield's sales techniques in 2 different states in the very near future. Having a track record of blaming the third party hired sales force every time a State's AG sues Festiva might not look very good when it is revealed that you have kept employing the the same sales people and the same 3rd party marketing company for numerous years, even after settling with the Missouri's AG over their sales tactics.

 

[e.bram]

Mr FestivaMan:
If many club members bail out and don't pay their dues. which of the many TSes will get their MF paid and which will be stiffed.
Even those TS owners who don't convert are being put at risk by these Festiva activity(Take not Janice)

 

[ecwinch]

Mr FestivaMan:
If many club members bail out and don't pay their dues. which of the many TSes will get their MF paid and which will be stiffed.
Even those TS owners who don't convert are being put at risk by these Festiva activity(Take not Janice)

How is she supposed to answer this speculative question?

I respect your opinion, but fail to understand how she (or anyone) could answer this question. It seems rhetorical.

 

[tombo]

How is she supposed to answer this speculative question?

I respect your opinion, but fail to understand how she (or anyone) could answer this question. It seems rhetorical.

I think he was asking if things got really bad at certain festiva resorts with only a limited number of weeks owners paying MF's, which resorts would Festiva keep (ie Church Street Inn, The Atrium, etc) and which they would simply let fold (Cabins at Green Mountain, Southscape, etc). If things got real bad they could jettison their lower demand/value resorts and keep their best resorts while keeping all of their points members. Since the Festiva Points members are points members and not specific resort owners, Festiva could reduce the number of resorts in the club without reducing the number of FAC members. The weeks owners at the resorts that Festiva dumped would be left with very few owners trying to keep the resort operating because Festiva could file bankruptcy and/or simply give the Festiva owned weeks back to the resort and walk away. The prior weeks owners at those resorts who were now points members would still pay Festiva MF's and no longer have access to their original resort. It could happen if a particular resort or Festiva got in financial trouble.

 

[Carolinian]

Trading a deeded week for a points club like Festiva is NOT an ''upgrade'' but a massive downgrade.

When you hire a company with a long record of chicanery to market your product, then what they do, does indeed reflect on your organization as well.

 

[Carolinian]

Other points clubs have done exactly that in the past. Tying your resort up with one of these outfits is dangerous for the resort. Some resorts have folded when a points club does not pay m/f's. Others have massive special assessments.

I think he was asking if things got really bad at certain festiva resorts with only a limited number of weeks owners paying MF's, which resorts would Festiva keep (ie Church Street Inn, The Atrium, etc) and which they would simply let fold (Cabins at Green Mountain, Southscape, etc). If things got real bad they could jettison their lower demand/value resorts and keep their best resorts while keeping all of their points members. Since the Festiva Points members are points members and not specific resort owners, Festiva could reduce the number of resorts in the club without reducing the number of FAC members. The weeks owners at the resorts that Festiva dumped would be left with very few owners trying to keep the resort operating because Festiva could file bankruptcy and/or simply give the Festiva owned weeks back to the resort and walk away. The prior weeks owners at those resorts who were now points members would still pay Festiva MF's and no longer have access to their original resort. It could happen if a particular resort or Festiva got in financial trouble.

 

[e.bram]

Thank you Tombo.(could not have said it better myself(or I would have)).
In this economy with seasonal resorts it is highly probable .

 

[ecwinch]

I think he was asking if things got really bad at certain festiva resorts with only a limited number of weeks owners paying MF's, which resorts would Festiva keep (ie Church Street Inn, The Atrium, etc) and which they would simply let fold (Cabins at Green Mountain, Southscape, etc).

No, I understood the question. But I still not think it is a fair question to pose.

It is unanswerable.

Do you think there is a resort priority list that FestivaRep could disclose? Even if she wanted to?

Now if the question is:

How is Festiva addressing the growing trend of owner defaults?

Is Festiva experiencing m/f defaults that will create a shortfall between revenues and their m/f commitments?

Given the growing trend of owner defaults, what is Festiva's plan to deal with shortfalls between revenues and their m/f obligations?

More resorts are seeing owner's default on their m/f commitments, increasing the burden on the remaining owners. This is resulting in resorts using special assessments to meet their operational needs. Has Festiva experienced that trend at their affiliated resorts, and if so, how will the Festiva address the situation?

I think all of those are fair questions. Asking her speculate that they will stiff one resort over another, is not fair. Nor do I see the purpose of asking the question as originally phrased. JMO.

 

[e.bram]

You are right.I was not expecting an answer. But, I was merely trying to expose TS owners to the risks of a TS converting to a point system such as Festiva where the deeds are surrendered(as opposed to RCI points). There is no satisfactory answers for seasonal resorts such as Southcape or sandcastle, for my or ewinch's questions.

 

[ecwinch]

Look, I use the rhetorical question all the time to make a point. So I cannot exactly criticize someone else for doing the same.

But I think we should be respectful that FestivaRep is a little different in that she is performing a service for owners and has a limited amount of time to do so. She is not like some of us who come here to kill time.

So maybe we should only ask her real questions that she has a chance of answering or getting an answer to. We can soapbox without wasting her time filtering through and reading questions she cannot answer. It just reduces the number of questions she can respond to. JMO

 

[tombo]

No, I understood the question. But I still not think it is a fair question to pose.

It is unanswerable.

Do you think there is a resort priority list that FestivaRep could disclose? Even if she wanted to?

Now if the question is:

How is Festiva addressing the growing trend of owner defaults?

Is Festiva experiencing m/f defaults that will create a shortfall between revenues and their m/f commitments?

Given the growing trend of owner defaults, what is Festiva's plan to deal with shortfalls between revenues and their m/f obligations?

More resorts are seeing owner's default on their m/f commitments, increasing the burden on the remaining owners. This is resulting in resorts using special assessments to meet their operational needs. Has Festiva experienced that trend at their affiliated resorts, and if so, how will the Festiva address the situation?

I think all of those are fair questions. Asking her speculate that they will stiff one resort over another, is not fair. Nor do I see the purpose of asking the question as originally phrased. JMO.

The question is easily answerable. The answer is if things get bad we are going to try and keep a,b, and c resorts while unloading all ownership in d,e, and f resorts. Eric, it is your contention that it isn't a fair question, not everyone's on this thread. I am sure that Festiva Mgt has discussed the "what if scenarios", and I feel sure that Festiva knows exactly which resorts it will try to remain in control of and which it will dump if things go bad. Do I think the question will be answered honestly? Of course not. Do I think that they could answer it if they wanted to? Absolutelly!

Your questions are also easily answerable. Do I think that Festiva will answer all of your questions honestly? Absolutelly not. Should you ask the questions anyway? Absolutelly!

There is no reason to not ask a question just because someone on this thread feels that it won't be answered. Sometimes an unanswered question speak volumes.

Anyone should feel free to ask any question they want. The Festiva rep in the past has never had a problem choosing which questions she wants to answer, and which she won't. Let her determine which questions are unanswerable rather than attacking any question you personally don't like. The question was posed to the Festiva rep, not you. JMO.

 

[mayorpw]

The question is easily answerable. The answer is if things get bad we are going to try and keep a,b, and c resorts while unloading all ownership in d,e, and f resorts. Eric, it is your contention that it isn't a fair question, not everyone's on this thread. I am sure that Festiva Mgt has discussed the "what if scenarios", and I feel sure that Festiva knows exactly which resorts it will try to remain in control of and which it will dump if things go bad. Do I think the question will be answered honestly? Of course not. Do I think that they could answer it if they wanted to? Absolutelly!

Your questions are also easily answerable. Do I think that Festiva will answer all of your questions honestly? Absolutelly not. Should you ask the questions anyway? Absolutelly!

There is no reason to not ask a question just because someone on this thread feels that it won't be answered. Sometimes an unanswered question speak volumes.

Anyone should feel free to ask any question they want. The Festiva rep in the past has never had a problem choosing which questions she wants to answer, and which she won't. Let her determine which questions are unanswerable rather than attacking any question you personally don't like. The question was posed to the Festiva rep, not you. JMO.

i just have one question why is it the same people on this thread creating a problem that is not there, and if anyone checks other threads on this site these same people are there. saying the same thing about other organizations. beleive what you want

 

[FestivaRep]

Hi Festiva Rep...welcome back. If you hired Outfield to market, why? They were at the epicenter of your problems in WI when you were fined by the AG there. They are cited on a Peppertree Resort website as lying to people to get their deeds and you are being investigated in NC as well. Steve Lamatia, an Outfield employee has been made a trustee of Southcape and Sandcastle...after being asked to leave an in-home visit in WI. He was quoted as saying things that have been disputed by RCI. Why was he not fired? Why have you discontinued using Outfield Marketing in NC as detailed on your website?

Thanks for your time.

If you're referring to the AG settlement in Missouri (not WI), it was not Outfield that we used that caused our problems there, it was Summerwinds. A clarification (read: FACTS) of the Missouri AG settlement can be found here.

We have stopped using Outfield to market to members of the Peppertree Vacation Club as a direct result of meetings with the PVTC Advisory Committee. This committee was formed by PVTC members after a meeting between one concerned PVTC member and the FAC Manager and Festiva Resorts' President. Plenty of information about the advisory committee and the changes that we have made at their suggestions is available on that section of our website: http://www.festivaresorts.com/pvtc.php.

 

[e.bram]

mayorpw:
I was trained as an engineer. We don't make problems, we anticipate them. And I see a big potential problem here.

 

[FestivaRep]

I can verify the information that we gave to ABC as I worked directly with our CEO in communicating with the reporter. Unfortunately, the reporter failed to provide the complete statement that we gave that Festiva no longer hires outsourced companies to sell our product AT OUR RESORTS, i.e. those resorts that we own and/or manage.

Again, the outsourced company involved in the Missouri AG was NOT Outfield, it was Summerwinds, a company that was selling for us on-site at our Branson resort. The AG allegations took place well before we ever employed anyone to do home visits of any kind. I would love to know where you got the information that it was Outfield.

As cautious consumers, I'm sure you all know and keep in mind that the media has their own way to spin facts to make a better story.

Welcome back. It is always great to hear the company's position.

It is funny that in this TV news report from May 1st 2009 that a Festiva spokesperson (I believe it was Don Clayton, CEO) told the reporter:

"Festiva says the Missouri problems happened while it was using a third party company for sales and marketing and that company may not have been following Festiva policies.
Festiva says it no longer uses outsourced companies for sales and marketing."

http://abclocal.go.com/wtvd/story?se...tes&id=6789555

That company that may not have been following Festiva's policies was (and is) Outfield. Before May the 1st when this news show aired we know that Outfield was marketing Festiva Points in Missouri, North Carolina, and Massachusetts (and possibly other locations). Then the CEO says on May 1st that Festiva no longer uses outsourced companies. The outsourced company used when the Missori AG sued Festiva was Outfield, so one would assume from the CEO's statement that Outfield no longer was hired as a third party sales force. Now you as a spokesperson for Festiva state that Festiva neither owns nor manages Outfield, but that Outfield is simply a COMPANY YOU HIRED to sell festiva points.

How can the CEO tell the news reporter that Festiva learned it's lesson and no longer uses outsourced companies for sales and marketing only to have you subsequently come here and explain to everyone that Outfield is an outsourced marketing company Festiva hired to market Festiva Adventure Club? I look forward to your answer.

 

[FestivaRep]

Just in case you forgot that Outfield was the same company that you hired to sell your weeks when you got sued in Missouri,

Nope, Summerwinds.

July 9th, 2008 Festiva settles with the Missouri AG for $339,000 (Outfield and Lamantia were activelly selling during the AG's investigation)

The settlement was in 2008, but the allegations took place from 2005 and earlier.

 

[FestivaRep]

FestivaRep,

I only ask this next question, as you have introduced the topic of the business relationship between Festiva and NEVS/Outfield. I would like to go a little further.

Can you tell us if Festiva has played any role in arranging or providing the financing that NEVS/Outfield used to acquire the developer rights at the aforementioned resorts.

Response from the president of Festiva:

Festiva has never provided or arranged financing for NEVS or Outfield for any purpose.

 

[FestivaRep]

Your questions are also easily answerable. Do I think that Festiva will answer all of your questions honestly? Absolutelly not. Should you ask the questions anyway? Absolutelly!

Anyone should feel free to ask any question they want. The Festiva rep in the past has never had a problem choosing which questions she wants to answer, and which she won't. Let her determine which questions are unanswerable rather than attacking any question you personally don't like. The question was posed to the Festiva rep, not you. JMO.

I have no reason to lie, and if I were asked or told to lie or be dishonest then I would not be doing this job.

Please let me know which reasonable questions have been posed that I have 'chosen' not to answer.

If I have not answered any speculative or rhetorical questions it's because, as has been recognized before, I do have numerous job responsibilities that often must take priority over reading through lengthy posts and dissecting them to get to the real questions. I've provided the information for anyone to contact us directly if you wish to work with us to come to a resolution to your problems. comments@festivaresorts.com

 

[Fig]

Again, the outsourced company involved in the Missouri AG was NOT Outfield, it was Summerwinds, a company that was selling for us on-site at our Branson resort. The AG allegations took place well before we ever employed anyone to do home visits of any kind. I would love to know where you got the information that it was Outfield.

Here is a link that has Steve Lamantia making house calls in Branson MO.
http://www.tripadvisor.com/ShowTopi...tiva_Outfield_Marketing-Branson_Missouri.html
Perhaps you can explain how an Outfield key person was making in home calls at this time as you seem to be employing them? The settlement came out several months after this post. He is referred to by name...pretty interesting since he is now a Trustee at Southcape and Sandcastle. He seems pretty far the ladder in Outfield---an owner...perhaps you can share that with us? The RCI claim is being used again at these properties and has been disputed by RCI in an email to an owner at one of the resorts. It is a claim that shows up again and again on complaints boards as a tatic to get owners to convert...why the false claims by an Outfield key player?

Thank you for the information...and your helpful tone.