daviator
TUG Member
- Joined
- May 8, 2011
- Messages
- 2,107
- Reaction score
- 2,124
- Location
- San Francisco, CA
- Resorts Owned
- WKORV, WKORVN, WDW, Westin FLEX, Marriott's MOC, Abound (Trust) Points
Today I attended the Westin Desert Willow annual meeting as I usually do. So I thought I'd report on some of the main points from the resort manager's presentation.
First of all, maintenance fees for 2026 are only going up by $11.43, which is a 0.4% increase. Operating expenses are actually forecast down for the year – they've been working hard to make their operations more efficient – but replacement reserves increased; there's a major refurbishment coming in 2030 and they are starting to beef up the reserves to ensure they will have the necessary funds to pay for everything then.
They measure themselves by guest satisfaction surveys; scores dipped in the spring as a result of a series of infrastructure problems that directly impacted guests (Wifi failures, TV signal issues, water issues requiring water to be shut off to the entire property on multiple occasions.) But the scores rebounded by the summer and they are tracking higher than 2024.
Housekeeping is in the midst of a bunch of changes to improve efficiency. They've moved to a "buddy program" where they use two housekeepers to clean each rom instead of one. This proves to be more efficient and also leads to fewer injuries and workman's comp claims. They have also improved processes around housekeeping inventory and stocking of supply closets to eliminate the need for housekeepers to go multiple places looking for needed items or supplies. Finally, they are moving to a new Optii (brand) scheduling and tracking system where housekeepers will have electronic devices which keep them up to date on changes in which rooms need to be cleaned when.
Revenue: they have been working on increasing ancillary revenues for things like parking fees (which do not impact ownership reservations) and cabana rentals, as that revenue helps offset cost increases to keep MFs down. Parking revenue is up 9% in 2025 (they increased the parking fee for transient guests to $25 last year, and they plan to increase it again to $30 next year.). During the Q&A, I asked and they confirmed that the parking revenue flows directly to the HOA and directly benefits owners.
They have a new "virtual agent" called Eva which is essential AI to handle first-line inquiries. Although it's not perfect (but is getting better), the use of this tool reduced front desk calls by 45% from May to September, which directly reduces staffing needs and costs.
Mobile Check-in is coming in Q1 2026. This may not let you completely bypass the checking desk, but will allow you to make the in-person checkin much quicker and more efficient.
They have also made changes to the mobile ordering (for food and drinks at the pools) for better efficiency. You can now charge purchases to credit cards through the web site (previously, only room charges could be processed automatically, and credit card charges required someone to make multiple trips to the guest.). It's also now possible to do cabana rental through mobile.
Capital improvements in 2025: Tennis/pickleball courts have been resurfaced and painted, the chain link fences renovated. (They look really nice.). A new half-court basketball court is coming soon in an unused area next to the tennis courts.
The Ironwood and Quiet Pool restrooms have been renovated (and also look very nice.). A new monument sign at the property entrance was installed and is more visible than the old one.
The Jimmy Jammer water slide was repainted and renovated, including new footings.
In 2026, a major project will replace the HVAC systems in the clubhouse and in phase 1 and 2 buildings. Parking lots will be slurry sealed and restripesd. Beds will get new duvets. There will be new signage through the property. Grills will be replaced. They are also beefing up and formalizing the shuttle program and will be installing shuttle stops with seating and there will be scheduled shuttle service. Finally, the Ironwood pool deck will receive maintenance of its surface.
During 2025, they have done well on performing within the budget and expect to end 2025 with a $1.2MM surplus, which also helped to mitigate MF increases for 2026.
The 2026 Annual Meeting will be held on 11/6/26 which is a week later than usual.
Three board members were elected, two of whom are new, although one of them is the wife of one of the termed-out board members who is departing. The newly elected board members are Peter Antinoph (re-elected), Kimberly Brick, and William (Bud) Staples. I think Antinoph and Brick are MVC insiders and Mr. Staples is not.
First of all, maintenance fees for 2026 are only going up by $11.43, which is a 0.4% increase. Operating expenses are actually forecast down for the year – they've been working hard to make their operations more efficient – but replacement reserves increased; there's a major refurbishment coming in 2030 and they are starting to beef up the reserves to ensure they will have the necessary funds to pay for everything then.
They measure themselves by guest satisfaction surveys; scores dipped in the spring as a result of a series of infrastructure problems that directly impacted guests (Wifi failures, TV signal issues, water issues requiring water to be shut off to the entire property on multiple occasions.) But the scores rebounded by the summer and they are tracking higher than 2024.
Housekeeping is in the midst of a bunch of changes to improve efficiency. They've moved to a "buddy program" where they use two housekeepers to clean each rom instead of one. This proves to be more efficient and also leads to fewer injuries and workman's comp claims. They have also improved processes around housekeeping inventory and stocking of supply closets to eliminate the need for housekeepers to go multiple places looking for needed items or supplies. Finally, they are moving to a new Optii (brand) scheduling and tracking system where housekeepers will have electronic devices which keep them up to date on changes in which rooms need to be cleaned when.
Revenue: they have been working on increasing ancillary revenues for things like parking fees (which do not impact ownership reservations) and cabana rentals, as that revenue helps offset cost increases to keep MFs down. Parking revenue is up 9% in 2025 (they increased the parking fee for transient guests to $25 last year, and they plan to increase it again to $30 next year.). During the Q&A, I asked and they confirmed that the parking revenue flows directly to the HOA and directly benefits owners.
They have a new "virtual agent" called Eva which is essential AI to handle first-line inquiries. Although it's not perfect (but is getting better), the use of this tool reduced front desk calls by 45% from May to September, which directly reduces staffing needs and costs.
Mobile Check-in is coming in Q1 2026. This may not let you completely bypass the checking desk, but will allow you to make the in-person checkin much quicker and more efficient.
They have also made changes to the mobile ordering (for food and drinks at the pools) for better efficiency. You can now charge purchases to credit cards through the web site (previously, only room charges could be processed automatically, and credit card charges required someone to make multiple trips to the guest.). It's also now possible to do cabana rental through mobile.
Capital improvements in 2025: Tennis/pickleball courts have been resurfaced and painted, the chain link fences renovated. (They look really nice.). A new half-court basketball court is coming soon in an unused area next to the tennis courts.
The Ironwood and Quiet Pool restrooms have been renovated (and also look very nice.). A new monument sign at the property entrance was installed and is more visible than the old one.
The Jimmy Jammer water slide was repainted and renovated, including new footings.
In 2026, a major project will replace the HVAC systems in the clubhouse and in phase 1 and 2 buildings. Parking lots will be slurry sealed and restripesd. Beds will get new duvets. There will be new signage through the property. Grills will be replaced. They are also beefing up and formalizing the shuttle program and will be installing shuttle stops with seating and there will be scheduled shuttle service. Finally, the Ironwood pool deck will receive maintenance of its surface.
During 2025, they have done well on performing within the budget and expect to end 2025 with a $1.2MM surplus, which also helped to mitigate MF increases for 2026.
The 2026 Annual Meeting will be held on 11/6/26 which is a week later than usual.
Three board members were elected, two of whom are new, although one of them is the wife of one of the termed-out board members who is departing. The newly elected board members are Peter Antinoph (re-elected), Kimberly Brick, and William (Bud) Staples. I think Antinoph and Brick are MVC insiders and Mr. Staples is not.
