WBP
TUG Member
- Joined
- Jun 6, 2005
- Messages
- 905
- Reaction score
- 572
I’m not so quick to discredit or dismiss the original TripAdvisor reviewer.
At the outset, as I said earlier, we leave reviews of good and bad businesses, and make a special effort to pay special recognition of businesses and employees that excel. I’m not bashful about leaving critical reviews, and when I have/do, they are for the benefit of future patrons, and, the affected business will have already heard from me. I should point out, that we frequently consult a variety of review sites, for consumers, when deciding upon a hotel/resort/restaurant/business/contractor, even physicians, and I appreciate consumers who take the time to contribute to these sites. I recognize that each of the sites has the potential for fraud. We contribute to these sites to assist other consumers, not to exercise rage.
In the case of SurfWatch, the leadership, there, has heard from us in the past, as has MVC Corporate. I regret not having shared our comments, in the past, with the HOA Board, but, we do that, now, to the extent that we make it past MVC’s filter, that may limit what HOA Board members see or don’t see.
Regarding the original TripAdvisor reviewer, I agree that a photo of a golf cart in a “Compact” parking space, denigrates the credibility of of the reviewer, and his/her/their claim of golf carts being parked in handicapped parking spaces. I wonder, if the reviewer posted the wrong picture, and not the intended picture of a golf cart in a handicapped parking space? In fact, the golf cart IS a compact vehicle, just as the signage states on the parking space. However, we have personally experienced grossly inadequate housekeeping, upon our arrival/check-in at several MVC resorts, and we have immediately taken action, as soon as we have discovered the unacceptable (housekeeping) performance. At several MVC resorts, I know that the Housekeeping Department is comprised of some percentage of outsourced, outside contractors, and we’ve discovered very poor housekeeping at some of those resorts, and even poorer Quality Assurance by the MVC Housekeeping Supervisor, who is supposed to inspect a cleaned villa, before it is turned over, for occupancy/check-in. So, I find it entirely plausible that the original TripAdvisor reviewer encountered the issues that he/she/they described.
Regarding the trash stacked up in Common Areas, at SurfWatch, we’ve experienced that, as well. In fact, one day, we called the Front Desk, alerted them of the issue, in the Common Areas, and despite our call to the Front Desk, at 1 PM, the garbage was not collected/cleaned up, until the next day.
I believe the Root Causes are (1) guests who have varying levels of decency and responsibility, (2) poor on-site leadership/management, and (3) employees/contractors who walk past garbage/waste/refuse, and don’t pick it up, or clean it up. I am reminded of a recent experience in an outpatient surgical center. Instead of nurses, who, upon a request, would say, “I’ll let your nurse know,” each of the nurses who cared for me, performed like high performing team members, responded to my few requests with kindness, professionalism, and efficiency, and not one nurse told me that they’d let my nurse know, they responded to my very few requests, even though they were not “my nurse;” in fact, I got the impression that the nurses considered themselves to be every patient’s nurse, and there was none of that, old school, “I’ll let your nurse know.” You can be sure that I left a glowing review of that outpatient surgical center, on several websites, and that I wrote the senior leadership of that hospital, to share with them, my experience, and to praise their staff, and the professionalism, kindness, quality of care, and efficiency of the surgical center.
Personally, I believe the observations of the original TripAdvisor reviewer. I wish he/she/they indicated what action they took, and what the resort’s response. was. But, I do not believe that it is the nature of TripAdvisor Reviews to typically include that mention, and there, certainly, is no structure for TripAdvisor reviews.
I maintain that Marriott Vacation Club is 40+ years old, and should be operating like a High Efficiency Organization. Any failure to do that, in my opinion, is a failure of MVC’s/MVW’s senior leadership, and at resorts with HOA Boards, a failure of the HOA Board to manager their management company.
At the outset, as I said earlier, we leave reviews of good and bad businesses, and make a special effort to pay special recognition of businesses and employees that excel. I’m not bashful about leaving critical reviews, and when I have/do, they are for the benefit of future patrons, and, the affected business will have already heard from me. I should point out, that we frequently consult a variety of review sites, for consumers, when deciding upon a hotel/resort/restaurant/business/contractor, even physicians, and I appreciate consumers who take the time to contribute to these sites. I recognize that each of the sites has the potential for fraud. We contribute to these sites to assist other consumers, not to exercise rage.
In the case of SurfWatch, the leadership, there, has heard from us in the past, as has MVC Corporate. I regret not having shared our comments, in the past, with the HOA Board, but, we do that, now, to the extent that we make it past MVC’s filter, that may limit what HOA Board members see or don’t see.
Regarding the original TripAdvisor reviewer, I agree that a photo of a golf cart in a “Compact” parking space, denigrates the credibility of of the reviewer, and his/her/their claim of golf carts being parked in handicapped parking spaces. I wonder, if the reviewer posted the wrong picture, and not the intended picture of a golf cart in a handicapped parking space? In fact, the golf cart IS a compact vehicle, just as the signage states on the parking space. However, we have personally experienced grossly inadequate housekeeping, upon our arrival/check-in at several MVC resorts, and we have immediately taken action, as soon as we have discovered the unacceptable (housekeeping) performance. At several MVC resorts, I know that the Housekeeping Department is comprised of some percentage of outsourced, outside contractors, and we’ve discovered very poor housekeeping at some of those resorts, and even poorer Quality Assurance by the MVC Housekeeping Supervisor, who is supposed to inspect a cleaned villa, before it is turned over, for occupancy/check-in. So, I find it entirely plausible that the original TripAdvisor reviewer encountered the issues that he/she/they described.
Regarding the trash stacked up in Common Areas, at SurfWatch, we’ve experienced that, as well. In fact, one day, we called the Front Desk, alerted them of the issue, in the Common Areas, and despite our call to the Front Desk, at 1 PM, the garbage was not collected/cleaned up, until the next day.
I believe the Root Causes are (1) guests who have varying levels of decency and responsibility, (2) poor on-site leadership/management, and (3) employees/contractors who walk past garbage/waste/refuse, and don’t pick it up, or clean it up. I am reminded of a recent experience in an outpatient surgical center. Instead of nurses, who, upon a request, would say, “I’ll let your nurse know,” each of the nurses who cared for me, performed like high performing team members, responded to my few requests with kindness, professionalism, and efficiency, and not one nurse told me that they’d let my nurse know, they responded to my very few requests, even though they were not “my nurse;” in fact, I got the impression that the nurses considered themselves to be every patient’s nurse, and there was none of that, old school, “I’ll let your nurse know.” You can be sure that I left a glowing review of that outpatient surgical center, on several websites, and that I wrote the senior leadership of that hospital, to share with them, my experience, and to praise their staff, and the professionalism, kindness, quality of care, and efficiency of the surgical center.
Personally, I believe the observations of the original TripAdvisor reviewer. I wish he/she/they indicated what action they took, and what the resort’s response. was. But, I do not believe that it is the nature of TripAdvisor Reviews to typically include that mention, and there, certainly, is no structure for TripAdvisor reviews.
I maintain that Marriott Vacation Club is 40+ years old, and should be operating like a High Efficiency Organization. Any failure to do that, in my opinion, is a failure of MVC’s/MVW’s senior leadership, and at resorts with HOA Boards, a failure of the HOA Board to manager their management company.
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