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!
