Last month we at the TCA issued an article in relation to how the sales presentations are becoming more professional and less aggressive. Since then we have had several consumers contact us to share their experiences. This is a very interesting read outlining the variation of presentations and sales tactics.
Such invitations come in all forms, from emailing the consumers enticing them with the sound of an attractive package to hardcore reps on the street who in turn bungle bewildered consumers into cabs after they have won the ‘star’ prize. Others are approached whilst relaxing around a pool, switching off from the harsh reality of life and home.
We have focused on the experiences consumers have shared in Las Vegas. All of which commented on how the ‘hawkers’ pounced morning, noon and night offering discounted show tickets, free meals and theme park tickets in exchange of attending one of the dozens of sales pitches that occur daily along the Strip.
Here we share 3 pitches.
Diamond Resorts
One consumer opted for the “Event of a Lifetime Package”. This package included a breakfast, buffet lunch, a fancy dinner and two show tickets in exchange for attending Diamond’s Platinum level of ownership pitch.
The consumers were more than happy to attend, however, upon arrival for the 18.00 hours at the VIP check-in, they were informed that they were overbooked and, as a result, were told they could not attend. No lunch, no show tickets, nothing, not even an obligatory presentation.
Diamond where, however, still happy to provide the couple with a room. When they complained about losing show tickets and food, they were offered both dinner and show vouchers to compensate.
This was the 4th time in one year that Diamond had contacted the owner to attend ‘owner update presentations’. 3 of them they have been ‘overbooked’, including the Vegas package. However, 1 week after returning home from Vegas, they received an unsolicited timeshare call. Guess who? Diamond marketing department, offering another 4-day, 3-night getaway in Las Vegas.
Vacational Internationale
Vacation Internationale offers a points package system to new members. During their presentation which is held at the Carriage House, consumers were showed a slide presentation of all the places people might want to travel and quizzed attendees about their travel preferences, in addition, a map of the US was displayed showing all the resorts in their portfolio, which included at least one resort, that had absolutely no affiliation with VI. There was also the offer of programs, where existing owners could trade in or deposit weeks to get extra travel benefits from VI. But during the hour-long, low-key conversation, they never got around to offering a specific package with prices and benefits. Although the presentation was held at Carriage House, this resort didn’t appear to be part of the VI club either. All in all, it was a very mystifying presentation and the consumers left baffled.
Wyndham Vacation Ownership
Wyndham is the world’s main timeshare company; the 900,000 members speaks for itself along with the 220 resorts worldwide. Among the 220 resorts, Wyndham has several properties in Vegas, all offering top quality amenities, and modern accommodation. The presentation attended was specifically aimed at an owner update at the Wyndham Grand Desert, an attractive complex located a few blocks off the Strip, catering for families and non-gamblers. The sales staff are gracious and accommodating and were keen to hear about the couple’s timeshare past experiences with Wyndham. There was no hard, aggressive sell at Wyndham, quite the opposite, lots of talk about the joys of joining the Wyndham family and seeing the world at luxurious resorts at discounted prices. Wyndham boasts 7 clubs under its umbrella and its co-ownership of RCI, the world’s largest exchange company, this gives a huge amount of clout when selling to consumers. As the presentation came to an end, all consumers were given tablets which were already loaded with all the software needed to scroll the internet and, most importantly, connect immediately with Wyndham for future reservations. The presentation attended offered a package of 126,000 points, plus a one-time bonus of additional points, for a same-day purchase. Regardless of the consumers’ refusal to commit, and the sale representatives repeated counter, counteroffers, the Wyndham sales representatives remained pleasant to the end. A very classy, professional presentation.
Albeit this may only be three presentation examples it does seem that the pattern of a more diplomatic less aggressive presentation system is starting to taking place throughtout the industry. Long may it continue.
For more information regarding this article or assistance in any other timeshare related issues please contact the TCA on 01908 881058 or email: info@TimeshareConsumerAssociation.org.uk