If you could ask a question of a Timeshare Executive, what would that question be?

[jwalk03]

My question for the CEO: "When do you anticipate timeshare properties will implement check-in apps to streamline the check-in process for customers, eliminating the need for waiting in lines and the outdated procedure of manual check-ins?"

I have found it antiquated, inconvenient and not customer focused that I have had to stand in line when checking in at every timeshare property thus far while I rarely if ever need to check-in when staying at other properties. Most guests today expect to be able to go directly to our room and use our phone to gain access to the assigned accommodations.

The immediate short term response from the CEO is that the business wants the guest inundated during the check-in process by the marketing team in hopes that they book an information session which is nothing more than a hardcore sales session. However, at some point the modern guest will put pressure on the system and will expect the ease of app check-in. Convenience stores were slow to implement pay at the pump and grocery stores where hesitant to offer self-check out but both moved that way in time.

If the CEO doesn't see the future of utilizing the app for timeshares because of lack of creative marketing I would then suggest putting pressure on the marketing team to find new ways to corral sales prospects.

Implement a multifaceted mobile app strategy for timeshare properties, offering incentives like discounts and perks for mobile check-ins, hosting virtual information sessions with rewards for participation, providing augmented reality property tours to entice potential guests, and incorporating a personalized digital concierge service to enhance guest experiences and drive app engagement, all aimed at minimizing physical queues, maximizing guest satisfaction and ultimately signing up guests for in person sales presentations. The CEO may also see that the reduced head count will actual save money while generating more timeshare sales in the long run.

When I stay at Marriott hotels I still have to go to the desk at check-in 99% of the time. Mobile check-in is basically useless.

 

[jp10558]

My question for the CEO: "When do you anticipate timeshare properties will implement check-in apps to streamline the check-in process for customers, eliminating the need for waiting in lines and the outdated procedure of manual check-ins?"

I have found it antiquated, inconvenient and not customer focused that I have had to stand in line when checking in at every timeshare property thus far while I rarely if ever need to check-in when staying at other properties. Most guests today expect to be able to go directly to our room and use our phone to gain access to the assigned accommodations.

I don't know - I want to see some studies on this. My attempts with using an app to check in to Hilton Hotel properties is 50/50 success so far. Sometimes my phone doesn't work with the door, sometimes the digital key just never comes, some of my party aren't Hilton Honors members and need a key, but I can't give them a digital key without them needing to install the app AND make an account for something they don't actually want. And this is for one tech savvy person with what I'd argue is a pretty standard mix of travel companions. Also, I have to go to the check in desk to get my perks like bottled water or cookies or whatever anyway.

If the CEO doesn't see the future of utilizing the app for timeshares because of lack of creative marketing I would then suggest putting pressure on the marketing team to find new ways to corral sales prospects.

Implement a multifaceted mobile app strategy for timeshare properties, offering incentives like discounts and perks for mobile check-ins, hosting virtual information sessions with rewards for participation, providing augmented reality property tours to entice potential guests, and incorporating a personalized digital concierge service to enhance guest experiences and drive app engagement, all aimed at minimizing physical queues, maximizing guest satisfaction and ultimately signing up guests for in person sales presentations. The CEO may also see that the reduced head count will actual save money while generating more timeshare sales in the long run.

First, have you seen the major timeshare companies web pages? Why do you think they could ever pull off a functional app with VR and online sales? Even if they went with a huge investment into new key systems that tied to the app, along with new sales training and methods, and IDK provided VR headsets in the room that also weren't tied into any commodity system where there's other accounts needed etc - they also lose a large part of the sales pitch, people really could just disconnect for instance or pay far less attention. Not that I like the sales pitches at all, but it's a wholesale change to system, and I imagine it'd be at least as hard as primary school via Zoom was and probably even less effective. And lets say they make big Amazon Lock Box style pickups for water, towels, toilet paper or whatever else, none of that is going to help if the system doesn't work for any of a bevy of reasons. You'll always need some staff on hand unless you're willing to drop down to AirB&B level service which will massively hurt one of you positive competitive advantage vs AirB&B IMHO.

The final point is at least for me there's never been a long line to check in - usually one or two people AT MOST and often it's step right up and check in. Maybe I'm just too much in off season? IDK - do many people find they wait in line for a very long time most of the time or even half of the time at their Timeshare locations?

 

[jp10558]

I think 925.00 a week is quite low compared to the National average. When I read the maintenance fee strings on MF, I can’t remember the last time I saw a 925 MF.

First it's a median number, not an average, and seems to be for Worldmark from what you quoted. But I'd say your example is on the high side for MFs, there's plenty of 2BR in the $1,100-$1,800 MF range. Maybe Worldmark just runs cheaper for MFs? I know HGVC runs cheaper than Marriott from what I've seen, and Wyndham seems similar to HGVC prices. I imagine the other part is they're considering both mud week and prime week for that median, which might draw it even lower if there aren't as many prime vs mud across a whole system say.

Look, I have no problem with someone profiting. The problem I have is the industry uses terms and gives information that I see as deceptive language. If they sold timeshares as discounted hotel rates, I would be fine with that. At least they are being upfront.

I think if they sold it as discounted hotel rates they'd fail, because while plenty of people will pay a yearly fee for discounts - look at Club Stores - almost no one is going to pay a large upfront "joining" fee. I think only country clubs have something similar. And while people presumably hope it doesn't happen, in at least some cases when a property closes you get a pay out of the sales price for your interest. Of course I think this is clearer with deeded weeks, or at least deeded VOI in a specific property. The whole trust system does seem closer to a vacation club to me, I somehow doubt you get anything if they close one resort if you have no specific ownership. Then again, I also haven't heard of the overall points going down, they might move where your points come from, but haven't yet taken any away.

 

[dioxide45]

My question for the CEO: "When do you anticipate timeshare properties will implement check-in apps to streamline the check-in process for customers, eliminating the need for waiting in lines and the outdated procedure of manual check-ins?"

I have found it antiquated, inconvenient and not customer focused that I have had to stand in line when checking in at every timeshare property thus far while I rarely if ever need to check-in when staying at other properties. Most guests today expect to be able to go directly to our room and use our phone to gain access to the assigned accommodations.

The immediate short term response from the CEO is that the business wants the guest inundated during the check-in process by the marketing team in hopes that they book an information session which is nothing more than a hardcore sales session. However, at some point the modern guest will put pressure on the system and will expect the ease of app check-in. Convenience stores were slow to implement pay at the pump and grocery stores where hesitant to offer self-check out but both moved that way in time.

If the CEO doesn't see the future of utilizing the app for timeshares because of lack of creative marketing I would then suggest putting pressure on the marketing team to find new ways to corral sales prospects.

Implement a multifaceted mobile app strategy for timeshare properties, offering incentives like discounts and perks for mobile check-ins, hosting virtual information sessions with rewards for participation, providing augmented reality property tours to entice potential guests, and incorporating a personalized digital concierge service to enhance guest experiences and drive app engagement, all aimed at minimizing physical queues, maximizing guest satisfaction and ultimately signing up guests for in person sales presentations. The CEO may also see that the reduced head count will actual save money while generating more timeshare sales in the long run.

This was the great thing about staying at DVC. Checkin online and go straight to your room once notified it was ready. Use your mobile device or band to get in to your room. No need to stop at a desk and checkin and no need to go through the parking pass or wristband shenanigans. Then at checkout, we were able to checkout on the app.

The thing about tours though is it is all about flow volume. I doubt a voluntary signup model would work all that well. They either get all the freeloaders that never buy or they don't get anyone at all.

 

[SueDonJ]

We Chatty Cathies must be a rare breed! I like the front desk interaction when checking in - it's my "starting point" for vacations and can set the tone for the stay. Granted, I've only ever once been completely aggravated by an obnoxious rep trying to schedule an update/sales presentation (Timber Lodge) so if that happened more frequently it would change my view, but other than that one time I've always found that simply saying "no" works. Another factor might be that I work solitary, at home, so whatever opportunity I get for social interaction is welcome! I pretty much talk to everyone when I'm allowed out!

For those of you who prefer straight-to-your-room-check-in, as long as it doesn't mean the front desk ends up with limited hours for person-to-person interaction then I'm okay with you getting what you want.

 

[jp10558]

We Chatty Cathies must be a rare breed! I like the front desk interaction when checking in - it's my "starting point" for vacations and can set the tone for the stay. Granted, I've only ever once been completely aggravated by an obnoxious rep trying to schedule an update/sales presentation (Timber Lodge) so if that happened more frequently it would change my view, but other than that one time I've always found that simply saying "no" works. Another factor might be that I work solitary, at home, so whatever opportunity I get for social interaction is welcome! I pretty much talk to everyone when I'm allowed out!

For those of you who prefer straight-to-your-room-check-in, as long as it doesn't mean the front desk ends up with limited hours for person-to-person interaction then I'm okay with you getting what you want.

Yea, my concern is that the "savings" to pay for all the upgrades most would need to provide this, would mean far less front desk staff and probably an attempt to get rid of them entirely.

 

[TUGBrian]

I will say the last time i stayed at the big westgate in orlando it reminded me of checking into a vegas casino...huge lines...long speil for each person checking in...blah blah. even after repeatedly explaining i had two kids in the car and we had just driven for a few hours it mattered little to either the check in attendant nor the person trying to schedule the presentation.

that experience has been unique to westgate however! bonnet creek was a bit less annoying with the whole "go get your parking pass over there where you schedule your presentation" but at least i was able to talk my way out of that relatively easily.

They are all certainly a far cry from checking in at a hotel as a regular business traveler for sure!

 

[2rebecca]

even after repeatedly explaining i had two kids in the car and we had just driven for a few hours it mattered little to either the check in attendant nor the person trying to schedule the presentation.

Next time bring those kids inside when you check in. Even the Westgate folks want to move the restless kids along and will accept the first "no" as your final answer!

As for questions for Timeshare Executives, I'd like to know how many timeshares they own. LOL!

 

[timsi]

Marriott has their own renovation company where they act as general contractor. They may put a set of renovations out for bid but the board may still go with Marriott Renovation Services. Not necessarily anything wrong with that but it is always questionable. Then Marriott has deals with "preferred vendors". They say it helps them get better pricing, but does that better pricing get passed on to the owners when the renovations are done or does it just help pad the margins for Marriott?

Brian can ask how they navigate potential conflicts of interest. What measures do they implement to ensure that owners pay competitive pricing for renovations and procurements? What are the profit margins? Surprisingly, I haven't come across any explicit mention of this business division in their public statements, including details regarding costs, revenue, and profit.

 

[CO skier]

Do we really need everything replaced every 5 years?

I like to arrive at a timeshare unit that is in "like new" condition, and the maintenance fees for my timeshare (Club Wyndham and WorldMark) are reasonable for me ($910/week in a Red Season 2 bedroom for most resorts [half that amount in Blue Season].

Plus, there are, apparently, laws regarding reserves for refurbishments.

"Your Club Fees At Work​

Operating your resorts is a lot like running a home. Some expenses are ever present — from insurance to utilities to landscaping. It's the reason your club fees are still hard at work, even when you can't be here to play. Here's a quick look at what these fees cover year-round:

• Resort operation costs, suite upkeep, and improvements.
  This includes utilities, interior and exterior maintenance, housekeeping supplies, property taxes, landscaping, and pool maintenance.
• Suite updates and renovations.
  Soft goods (bedding, linens, furniture, etc.) are upgraded every 3 to 4 years. Full suites (floors, kitchen, baths, appliances, etc.) are renovated every 5 to 7 years.
• Reserve funds, which are required by law.
  This represents an estimate of the remaining useful life of the items at your resorts, how much it will cost to replace them, how much is needed in reserves today, and how much must be added on an annual basis."

 

[Larry M]

Why don't they offer better deed back and/or onsite resale programs? The common situation where people feel like they are stuck with a timeshare forever devalues ownership, in my opinion. It seems to me that a more robust deed back program - after a certain number of years (10 years/ 20 years?) would encourage people to take the plunge and purchase a timeshare.

Well, they really used to have that. It was called the "sunset clause." In a fixed week deed, it was language like "...succeeded by the next in unending succession governed by said Declaration until 4:00 P.M.
on the first Sunday in 2026, as of which date said estate shall terminate, unless extended as
provided by said Declaration:..." which essentially said that the property would be sold and the proceeds would be distributed among all current owners who were currently paid-up on maintenance fees.

The members of my last timeshare, at the recommendation of the board, voted to move that date up to 2021, and I received my check in early 2022. I had bought the timeshare for $1000 (plus a couple of hundred in fees), and it was bought out for about $5500.

Fixed-week timeshare owners are under a lot of pressure to change to points systems. I always declined that offer, although it didn't apply in this case.

 

[Larry M]

No one buying has a concept of the future, just dreaming of "pre-paid" discount vacations. They are told it is a great investment and will be great for their families in the future. The last thing they would ever do is talk about how they will want to escape the brilliant purchase in 10/20 years.

But how would you explain the hundreds of thousands who have bought fixed-week contracts that all contain a sunset clause?

 

[TonyAvitia]

If you happened to sit down with a VIP in the Timeshare Executive world and got to ask them a question, what would it be?

Very curious to see what the TUG community can come up with on this, though I am sure I can guess a dozen or so right off the top! =)

How do they plan to keep selling more when 70% of their business comes from owners upgrading. When most of these owners upgrade because the sales people tell them they can rent them out to cover maintenance cost. Why are they making it so difficult owners to rent out their units?

It can’t be because of availability because it’s the owners right to use it however they want.

Also, I would ask them:

How much money do they make from renting out peoples points that they turn in for cruises when they rent it out on their websites like marriott.com or hilton.com? Why do they have the right to rent out those points but not the owners themselves? Wouldn’t be taking up all of the inventory since you can go on marriott.com or Hilton or whatever and find the units on their hotel sister sites check nearly anytime of the year?

How are they going to keep their value proposition when almost 60% plus the time you can rent directly from them for barely the cost of the maintenance ?

 

[bilgreg]

If you happened to sit down with a VIP in the Timeshare Executive world and got to ask them a question, what would it be?

Very curious to see what the TUG community can come up with on this, though I am sure I can guess a dozen or so right off the top! =)

If I had the chance to ask a question it would be this: Why don't these timeshare sales people have a buyback program? Some of us have spent $20-50k buying these places...if they had a buy back program they could offer maybe $5k and then resell them for another $20-50k? Sometimes people get old and after 20 years of ownership, instead of leaving it to their kids, they want to get rid of it. Getting a mere $5k in return would be great! You would think that some smart executive out there would have thought of this already?

 

[lmduhaime01]

If you happened to sit down with a VIP in the Timeshare Executive world and got to ask them a question, what would it be?

Very curious to see what the TUG community can come up with on this, though I am sure I can guess a dozen or so right off the top! =)

I would like to know why Marriott does not open more rooms for owners, particularly Westin Lagunamar. As an owner of the resort I should be able to book anytime between 8-12 months. Sadly, they only have studio’s available hoping you will book them. Magically, at 8 months the premium one bedroom and lock off rooms appear. We purchased specifically to book in this timeframe only to see the studio’s. Never had this issue with Vistana. It appears as though Marriott is catering to the MVC owners. I have asked this question many times both verbally and via email. I’m tired of their untrue answers they provide. Thanks!

 

[dioxide45]

I would like to know why Marriott does not open more rooms for owners, particularly Westin Lagunamar. As an owner of the resort I should be able to book anytime between 8-12 months. Sadly, they only have studio’s available hoping you will book them. Magically, at 8 months the premium one bedroom and lock off rooms appear. We purchased specifically to book in this timeframe only to see the studio’s. Never had this issue with Vistana. It appears as though Marriott is catering to the MVC owners. I have asked this question many times both verbally and via email. I’m tired of their untrue answers they provide. Thanks!

Do you own Lagunamar or do you actually own Westin Aventuras?

 

[dandjane1]

My question would be (as it has been at every HOA meeting I've attended at Wyndham):
"Why can you not make a satisfactory and transparent accounting / explanation of the
"hotel rental" income derived from renting our T/S owners' units and unsold intervals to the public."

 

[boraxo]

I would ask for a breakdown of the purchase price - how much goes to construction, commissions, incentives, profit?

They would never release this info but I would love to confirm my hypothesis.

They are all fools for not offering better programs for owners to resell or deed back because in the long run defaults are more costly. But I guess
They all think the stick is their only too as there is nothing to repo (cf used car sales)

 

[lmduhaime01]

Do you own Lagunamar or do you actually own Westin Aventuras?

Adventuras.

 

[pedro47]

When are you planning to build new timeshare resorts and where?

 

[Arusso]

I agree.

Everything else from a timeshare perspective has changed over time except for their sales and exit practices.

The younger generation won't be so easily fooled. They are more likely to use online resources to quickly assess their latest sales purchase. Some will simply stay away due to all of the negative press found online.

In addition to the fact that they are more likely than not to research the product before deciding to purchase, the "millennial" consumer considers the value of "use" as a function of cost. without the burden of ownership. I was told by a professor at the UMass Business School that there are studies in marketing psychology to support this position. Simply put, the millennial consumer wants to benefit from the use of a product but is not interested in a long-term financial relationship or commitment. Therefore, the traditional TS business model is DOA. Hence, the trend for some developers to devolve from the original fractional ownership model based on real estate to a simpler use-based vacation club product.

 

[dioxide45]

In addition to the fact that they are more likely than not to research the product before deciding to purchase, the "millennial" consumer considers the value of "use" as a function of cost. without the burden of ownership. I was told by a professor at the UMass Business School that there are studies in marketing psychology to support this position. Simply put, the millennial consumer wants to benefit from the use of a product but is not interested in a long-term financial relationship or commitment. Therefore, the traditional TS business model is DOA. Hence, the trend for some developers to devolve from the original fractional ownership model based on real estate to a simpler use-based vacation club product.

According to ARDA (not sure if that is 100% reliable). The average age of the timeshare buyer is 39 and 57% are millenial or gen z. Marriott Vacations has reported similar numbers. I would say the same number of millenials and gen z research a timeshare purchase as gen x and boomers. The current sales model seems to be working find if those numbers are accurate. Plus, Taylor Swift has perhaps made timeshares cool again...

 

[ArubaKid]

I don’t think I’d even ask! WHY? Do you really think you’d get an honest answer? Don’t think so.

 

[TUGBrian]

Breathing life back into this topic to provide the results to the TUG community and the Industry!

I spoke with Jason prior to making this post when we discussed doing a joint interview together! We decided to kick this off with an initial video to cover a few of the most common questions here and even covering those alone pushed this interview out to 90 minutes!

We both had a fantastic time and hope to make this a series where two people who took VERY different paths in the Timeshare industry 20 some odd years ago now are able to come together to give everyone in the industry a different perspective on these polarizing questions! We hope everyone that watches it enjoys this unique interview and PLEASE feel free to provide feedback in the comments to help us improve the series going forward!

PS. also be sure to watch till the end when Jason extends a very surprise offer to TUG!

 

[pedro47]

Breathing life back into this topic to provide the results to the TUG community and the Industry!

I spoke with Jason prior to making this post when we discussed doing a joint interview together! We decided to kick this off with an initial video to cover a few of the most common questions here and even covering those alone pushed this interview out to 90 minutes!

We both had a fantastic time and hope to make this a series where two people who took VERY different paths in the Timeshare industry 20 some odd years ago now are able to come together to give everyone in the industry a different perspective on these polarizing questions! We hope everyone that watches it enjoys this unique interview and PLEASE feel free to provide feedback in the comments to help us improve the series going forward!

PS. also be sure to watch till the end when Jason extends a very surprise offer to TUG!

This should be a sticky and highlighted. IMHO
YES! IT IS VERY LONG and Yes! I watch the whole video.