Terrible presentation at Marriott Ko' Olina

[Frequent traveler]

My wife and I decided to accept the offer of $175 as part of our pre-arrival offer. We went in to ask about the progress of the integration of Starwood et al, and one or two other small things related to our ownership as Chairman's Club members. Unfortunately, the blowhard sales rep spent about 85 minutes talking about himself and his Presidential status with MVC and showing us emails from various clients who he has helped with renting their weeks. The pitch was for us to buy 1000 DC points, which we all agreed we don't need, in order to get this person to be our "portfolio manager". When the sales rep finally stopped and invited the finance person in, we got a chance to say that we can't imagine paying money for this individual to manage anything for us. We got to hear how fortunate we were to get one of the few Presidential level sales reps, and that we would be lucky to meet with such a person in the future. I called BS at that point based on our previous experiences over the years with who we got to speak to during presentations. Finally, after we said "no deal", the survey person came in and asked us to rate the presentation. My wife took over at this point She explained that we got none of our questions answered because the rep talked the entire time. Said we would try again at a Westin Encore presentation in December.

We filled out the survey from MVC about the presentation and provided more specific details about the experience. It is a bit concerning/surprising that we haven't heard directly from MVC about our specific comments. Makes us wonder if they care at all about trying to behave professionally. Time will tell.

One thing we did hear about for the first time from the sales rep was something called Look, Buy, Go (LBG), which sounds like a short-notice, discounted booking program for MVC units using DC points. The rates we saw (very briefly since he shoved the card back in a desk drawer quickly) were much lower than the within 60 days DC points needed currently. Has anyone heard more about LBG?

One of the "hooks" to get us to attend the presentation was hearing about another MVC resort on Oahu. Never got to hear about that!

 

[dioxide45]

SOunds like your standard sales presentation to me...

Sales reps are told they should own timeshare. If they don't own timeshare, they are told to lie and say they do.

 

[rthib]

One thing we did hear about for the first time from the sales rep was something called Look, Buy, Go (LBG), which sounds like a short-notice, discounted booking program for MVC units using DC points. The rates we saw (very briefly since he shoved the card back in a desk drawer quickly) were much lower than the within 60 days DC points needed currently. Has anyone heard more about LBG?

One of the "hooks" to get us to attend the presentation was hearing about another MVC resort on Oahu. Never got to hear about that!

LBG sounds like Destination Escapes?

They are building a Pulse in Waikiki. Announced it formally Feb of 2020 with 110 rooms, mix of 1-bedroom and studio.

 

[GregT]

My wife and I decided to accept the offer of $175 as part of our pre-arrival offer. We went in to ask about the progress of the integration of Starwood et al, and one or two other small things related to our ownership as Chairman's Club members. Unfortunately, the blowhard sales rep spent about 85 minutes talking about himself and his Presidential status with MVC and showing us emails from various clients who he has helped with renting their weeks. The pitch was for us to buy 1000 DC points, which we all agreed we don't need, in order to get this person to be our "portfolio manager". When the sales rep finally stopped and invited the finance person in, we got a chance to say that we can't imagine paying money for this individual to manage anything for us. We got to hear how fortunate we were to get one of the few Presidential level sales reps, and that we would be lucky to meet with such a person in the future. I called BS at that point based on our previous experiences over the years with who we got to speak to during presentations. Finally, after we said "no deal", the survey person came in and asked us to rate the presentation. My wife took over at this point She explained that we got none of our questions answered because the rep talked the entire time. Said we would try again at a Westin Encore presentation in December.

We filled out the survey from MVC about the presentation and provided more specific details about the experience. It is a bit concerning/surprising that we haven't heard directly from MVC about our specific comments. Makes us wonder if they care at all about trying to behave professionally. Time will tell.

One thing we did hear about for the first time from the sales rep was something called Look, Buy, Go (LBG), which sounds like a short-notice, discounted booking program for MVC units using DC points. The rates we saw (very briefly since he shoved the card back in a desk drawer quickly) were much lower than the within 60 days DC points needed currently. Has anyone heard more about LBG?

One of the "hooks" to get us to attend the presentation was hearing about another MVC resort on Oahu. Never got to hear about that!

I went to Waikiki last month and stayed at the HHV, but the last couple of days were at the Moana Surf rider (a Westin). From my room, I could see the land where they will be building the Marriott timeshare -- it's one street away from Waikiki beach and it's very central. I think it will be a great location and will be curious how they configure the buildings. I'm looking forward to the property and think it will be a good addition for those who are okay with the hustle and bustle of Waikiki.

Sorry to hear about your poor presentation, let us know if the next one is any better. I've not heard of the LBG program.

Best,

Greg

 

[SueDonJ]

My wife and I decided to accept the offer of $175 as part of our pre-arrival offer. We went in to ask about the progress of the integration of Starwood et al, and one or two other small things related to our ownership as Chairman's Club members. Unfortunately, the blowhard sales rep spent about 85 minutes talking about himself and his Presidential status with MVC and showing us emails from various clients who he has helped with renting their weeks. The pitch was for us to buy 1000 DC points, which we all agreed we don't need, in order to get this person to be our "portfolio manager". When the sales rep finally stopped and invited the finance person in, we got a chance to say that we can't imagine paying money for this individual to manage anything for us. We got to hear how fortunate we were to get one of the few Presidential level sales reps, and that we would be lucky to meet with such a person in the future. I called BS at that point based on our previous experiences over the years with who we got to speak to during presentations. Finally, after we said "no deal", the survey person came in and asked us to rate the presentation. My wife took over at this point She explained that we got none of our questions answered because the rep talked the entire time. Said we would try again at a Westin Encore presentation in December.

We filled out the survey from MVC about the presentation and provided more specific details about the experience. It is a bit concerning/surprising that we haven't heard directly from MVC about our specific comments. Makes us wonder if they care at all about trying to behave professionally. Time will tell.

One thing we did hear about for the first time from the sales rep was something called Look, Buy, Go (LBG), which sounds like a short-notice, discounted booking program for MVC units using DC points. The rates we saw (very briefly since he shoved the card back in a desk drawer quickly) were much lower than the within 60 days DC points needed currently. Has anyone heard more about LBG?

One of the "hooks" to get us to attend the presentation was hearing about another MVC resort on Oahu. Never got to hear about that!

I think it's a conflict of interest and the height of unprofessional behavior that an onsite sales rep is abusing his position by hawking his private rental business during presentations. This would be an incident that I would report directly to multiple high-ranking officials in the Marriott Vacations Worldwide corporate structure, by US mail, and I would ask for a response in writing. (Which you probably won't get because they hesitate to put anything in writing, but asking for it would indicate the importance you feel the issue demands. You will get a response but it's likely to be by phone.) I'd address the letter directly to the CEO with cc's addressed in separate envelopes:

- Stephen P. Weisz, CEO
- R. Lee Cunningham, Executive VP and COO-Vacation Ownership
- Lizabeth “Lani” Kane-Hanan, Executive VP and Chief Development and Product Officer
- James H Hunter, IV, Executive VP and General Counsel

The mailing address is:

Marriott Vacations Worldwide
Global Corporate Headquarters
9002 San Marco Court
Orlando, FL 32819

 

[dioxide45]

I think it's a conflict of interest and the height of unprofessional behavior that an onsite sales rep is abusing his position by hawking his private rental business during presentations. This would be an incident that I would report directly to multiple high-ranking officials in the Marriott Vacations Worldwide corporate structure, by US mail, and I would ask for a response in writing. (Which you probably won't get because they hesitate to put anything in writing, but asking for it would indicate the importance you feel the issue demands. You will get a response but it's likely to be by phone.) I'd address the letter directly to the CEO with cc's addressed in separate envelopes:

- Stephen P. Weisz, CEO
- R. Lee Cunningham, Executive VP and COO-Vacation Ownership
- Lizabeth “Lani” Kane-Hanan, Executive VP and Chief Development and Product Officer
- James H Hunter, IV, Executive VP and General Counsel

The mailing address is:

Marriott Vacations Worldwide
Global Corporate Headquarters
9002 San Marco Court
Orlando, FL 32819

I had a rep do something similar at OceanWatch.

 

[gln60]

My wife and I decided to accept the offer of $175 as part of our pre-arrival offer. We went in to ask about the progress of the integration of Starwood et al, and one or two other small things related to our ownership as Chairman's Club members. Unfortunately, the blowhard sales rep spent about 85 minutes talking about himself and his Presidential status with MVC and showing us emails from various clients who he has helped with renting their weeks. The pitch was for us to buy 1000 DC points, which we all agreed we don't need, in order to get this person to be our "portfolio manager". When the sales rep finally stopped and invited the finance person in, we got a chance to say that we can't imagine paying money for this individual to manage anything for us. We got to hear how fortunate we were to get one of the few Presidential level sales reps, and that we would be lucky to meet with such a person in the future. I called BS at that point based on our previous experiences over the years with who we got to speak to during presentations. Finally, after we said "no deal", the survey person came in and asked us to rate the presentation. My wife took over at this point She explained that we got none of our questions answered because the rep talked the entire time. Said we would try again at a Westin Encore presentation in December.

We filled out the survey from MVC about the presentation and provided more specific details about the experience. It is a bit concerning/surprising that we haven't heard directly from MVC about our specific comments. Makes us wonder if they care at all about trying to behave professionally. Time will tell.

One thing we did hear about for the first time from the sales rep was something called Look, Buy, Go (LBG), which sounds like a short-notice, discounted booking program for MVC units using DC points. The rates we saw (very briefly since he shoved the card back in a desk drawer quickly) were much lower than the within 60 days DC points needed currently. Has anyone heard more about LBG?

One of the "hooks" to get us to attend the presentation was hearing about another MVC resort on Oahu. Never got to hear about that!

I have filled out 2 very negative surveys about the treatment we received during the presentations at 2 other MVC resorts and never heard back from MVC…so I’m not surprised you had the same experience.

 

[jwalk03]

I think those surverys are just a rouse to try and sell you something else. Pretty sure they don't actually get used for anything else!!

 

[dioxide45]

I think those surverys are just a rouse to try and sell you something else. Pretty sure they don't actually get used for anything else!!

There are two surveys in play here. The bogus one where the Encore rep comes in and has you do a "survey" about the sales presentation. This is 100% bogus and is chucked in the trash the second they are done. Then there is a more automated survey that you receive via email. I would hope they take the feedback from the email survey and utilize it for a better sales presentation experience. But I highly doubt that too.

 

[SueDonJ]

I had a rep do something similar at OceanWatch.

No way I'd let it go, and I wouldn't play around with low men on the totem pole. I'd go straight to corporate!

I think maybe twice in all these years have I actually taken something that I personally experienced to corporate. Both times in writing, and both times I got telephone responses from the addressed officials' offices. That's all I expect, knowing that it's been seen by important people who can then choose whether or not to do something about it.

I can count on two hands the number of times I've suggested that TUGger's take the same route with their personal experiences. I don't do that expecting to remain in that loop or be given feedback. It's just, here's the direct route if you want to take it.

Several other times I've used a Marriott contact to flesh out something that was introduced here on TUG, but haven't always gotten responses. When I did, I shared what I was given permission to share.

I get the impression I have far fewer complaints than a lot of TUGgers, but maybe I'm less likely to let them go?

 

[jme]

I think those surveys are just a rouse to try and sell you something else. Pretty sure they don't actually get used for anything else!!

That's a fact.

 

[mjm1]

We have been told by a few sales reps that the formal online feedback survey is used to rate them. Whether that is true or not I don’t know. I agree that the informal survey right after a presentation is a waste and isn’t used for anything other than to provide an opportunity to sell an Encore package to guests.

We have had a few sales rep say that they help their owners manage their ownership, including rentals. However, I never had the sense that they were charging anything. I will make sure to ask the next time it comes up.

Best regards.

Mike

 

[pedro47]

I had a rep do something similar at OceanWatch.

Ditto

 

[VacationForever]

I think I have met this same sales rep at Ko Olina twice over the past 6 years. Did the same spew, would show rental at Park City, through StayPC... how he helped a bunch of his clients, i.e. people who buy from him, with rentals. I have his business card... first name is Kenny. "Multi-Presidential Sales Executive".

 

[dansimms]

None of these Reps have the time to help clients. When they mention that I KNOW I am
not buying today. The other thing is an emphasis on having you use your membership to cover air fares . That usually is mentioned when the Rep senses you aren’t buying.

 

[gln60]

There are two surveys in play here. The bogus one where the Encore rep comes in and has you do a "survey" about the sales presentation. This is 100% bogus and is chucked in the trash the second they are done. Then there is a more automated survey that you receive via email. I would hope they take the feedback from the email survey and utilize it for a better sales presentation experience. But I highly doubt that too.

The 2 surveys I took were e mail..never received a reply..the only time I got a reply..and that was by phone..was when I called Marriot headquarters in Maryland to complain about the sales rep at The Manor Club insulting my wife and I.

 

[The Colorado Kid]

The 2 surveys I took were e mail..never received a reply..the only time I got a reply..and that was by phone..was when I called Marriot headquarters in Maryland to complain about the sales rep at The Manor Club insulting my wife and I.

@gln60 curious as to their response?

 

[Dean]

My wife and I decided to accept the offer of $175 as part of our pre-arrival offer. We went in to ask about the progress of the integration of Starwood et al, and one or two other small things related to our ownership as Chairman's Club members. Unfortunately, the blowhard sales rep spent about 85 minutes talking about himself and his Presidential status with MVC and showing us emails from various clients who he has helped with renting their weeks. The pitch was for us to buy 1000 DC points, which we all agreed we don't need, in order to get this person to be our "portfolio manager". When the sales rep finally stopped and invited the finance person in, we got a chance to say that we can't imagine paying money for this individual to manage anything for us. We got to hear how fortunate we were to get one of the few Presidential level sales reps, and that we would be lucky to meet with such a person in the future. I called BS at that point based on our previous experiences over the years with who we got to speak to during presentations. Finally, after we said "no deal", the survey person came in and asked us to rate the presentation. My wife took over at this point She explained that we got none of our questions answered because the rep talked the entire time. Said we would try again at a Westin Encore presentation in December.

We filled out the survey from MVC about the presentation and provided more specific details about the experience. It is a bit concerning/surprising that we haven't heard directly from MVC about our specific comments. Makes us wonder if they care at all about trying to behave professionally. Time will tell.

One thing we did hear about for the first time from the sales rep was something called Look, Buy, Go (LBG), which sounds like a short-notice, discounted booking program for MVC units using DC points. The rates we saw (very briefly since he shoved the card back in a desk drawer quickly) were much lower than the within 60 days DC points needed currently. Has anyone heard more about LBG?

One of the "hooks" to get us to attend the presentation was hearing about another MVC resort on Oahu. Never got to hear about that!

Sounds like the rep we had in 2018. Far too casual, almost slovenly dressed. Clearly Narcicistic. Certainly the worst MVC presentation we've had and one of the worst of any we've endured.

 

[frank808]

I went to Waikiki last month and stayed at the HHV, but the last couple of days were at the Moana Surf rider (a Westin). From my room, I could see the land where they will be building the Marriott timeshare -- it's one street away from Waikiki beach and it's very central. I think it will be a great location and will be curious how they configure the buildings. I'm looking forward to the property and think it will be a good addition for those who are okay with the hustle and bustle of Waikiki.

Sorry to hear about your poor presentation, let us know if the next one is any better. I've not heard of the LBG program.

Best,

Greg

The location you saw was it at the old Kings Village corner one block from the Moana Surfrider? If you can see it from your room that is across the street that is the location of the HGVC bHC timeshare being built from the ground up.

The proposed MVC Pulse location is at the beginning of Waikiki across the street from the Ritz Carlton Residences? About a block away from Hilton Hawaiian Village.. There is a building there now and they are supposed to renovate and convert it to timeshare units. This building used to have local a Town and Country store. Store was featured in the first season of MTV Real World.

Sent from my SM-N975U using Tapatalk

 

[GregT]

The location you saw was it at the old Kings Village corner one block from the Moana Surfrider? If you can see it from your room that is across the street that is the location of the HGVC bHC timeshare being built from the ground up.

The proposed MVC Pulse location is at the beginning of Waikiki across the street from the Ritz Carlton Residences? About a block away from Hilton Hawaiian Village.. There is a building there now and they are supposed to renovate and convert it to timeshare units. This building used to have local a Town and Country store. Store was featured in the first season of MTV Real World.

Sent from my SM-N975U using Tapatalk

Wow - my bad - I’m mixing up my systems!!!

(Well the HGVC will have a good location then?)

Sorry I can’t help on Marriott…..

Best,

Greg

 

[dougp26364]

No way I'd let it go, and I wouldn't play around with low men on the totem pole. I'd go straight to corporate!

I think maybe twice in all these years have I actually taken something that I personally experienced to corporate. Both times in writing, and both times I got telephone responses from the addressed officials' offices. That's all I expect, knowing that it's been seen by important people who can then choose whether or not to do something about it.

I can count on two hands the number of times I've suggested that TUGger's take the same route with their personal experiences. I don't do that expecting to remain in that loop or be given feedback. It's just, here's the direct route if you want to take it.

Several other times I've used a Marriott contact to flesh out something that was introduced here on TUG, but haven't always gotten responses. When I did, I shared what I was given permission to share.

I get the impression I have far fewer complaints than a lot of TUGgers, but maybe I'm less likely to let them go?

My hospital does this and calls it "customer recovery". We get a negative review that's specific. It's passed on to the manager. The manager makes a call and apologizes. It essentially goes in the trash and life goes on.

I no longer fill out surveys, make phone calls or complain. I've grown tired of some lower level manager (even if it's corporate) calling me and wasting even more of my time, just to try and make me feel better about something that isn't going to change, I just stop doing business with that company. Granted that's a little more difficult with timeshare, but if enough current owners stop doing their "updates", that sends a message louder than any complaint. Unfortunately that will never happen as there are far to many owners who will sit though nearly anything for a couple hundred dollars.

We've done more updates these past couple of years than normal. However, we're about to go back into "hiding" again. There's no new information. We've hit chairman's level. My MF's are between all owned timeshares are north of $10,000 and I have a limited amount of time off we can take. I won't consider buying more just to rent. If we think we need to hear what they're saying AFTER they've integrated MVC/ILG, maybe we'll go back. I just don't see us subjecting ourselves to 90 minutes of unpleasantness for a couple hundred bucks in the near future unless there's a significant change in the program. Even then I'll get better info here than at the round table.

 

[gln60]

@gln60 curious as to their response?

I spoke with a Vice President of sales and marketing and he was very sympathetic and said the sales reps behavior was out of line..he assured me that the sales manager at the Manor Club would be contacted and the sales rep would be held accountable…I was satisfied with his response.

 

[csalter2]

I spoke with a Vice President of sales and marketing and he was very sympathetic and said the sales reps behavior was out of line..he assured me that the sales manager at the Manor Club would be contacted and the sales rep would be held accountable…I was satisfied with his response.

He’ll contact the rep and give him an “attaboy” slap on the back.

 

[dougp26364]

But the customer feels better.

In over 20 years of time sharing, some things never change.

 

[Dean]

He’ll contact the rep and give him an “attaboy” slap on the back.

Probably not in my case for the presentation I referenced above. We finish the 90 minutes then I asked for the manager. We ended up sitting in the rep's office for another hour discussing the issue of rudeness and a few other issues, many more positive. I'm sure the time commitment alone on their part was negative enough. And since I sent my wife back after the formal presentation to get ready for whatever she was planning, I was going to be waiting an hour anyway.