Aimfair Gathering - Secretary's Report
November 23, 2015
On Thursday, November 12, 2015, Aimfair members and others came together to become better acquainted. At least two couples have attended every gathering since the first one in Novmeber, 2008. These get togethers give Aimfair members and others a chance to share their experiences with Gruop Vidanta and the Grand Luxxe Residence Club.One of the participants suggested we put together a "secretary's report". We agreed, and here it is:
Twenty nine attended - Participants own Residences, Lofts, SPAs, and Luxxe units.
Discussion Points:
1. Reservations:
2. Kemper Sports and management of the golf courses:
- The on-line reservation system is reportedly undergoing a change. Those people who use the system have been told the system could take as long six months to work out the bugs.
- Keeping personal member information confidential is a major concern. Evidence of information leaks within the system is reflected in the high number of cold calls from scammers. Participants hope the new system will tighten security and keep personal information confidential.
- Continuing member upgrades improves chances of fulfilling member requests. One participant has not upgraded for a number of years and complained about not being able to make early golf reservations or be assigned better room locations. All agreed that the more one invests, the probability of getting what one wants increases.
- Rules for making golf tee time reservations seemed to be inconsistent. Again, all agreed the level of investment improves the probability of being granted desired tee times.
- Finding a person to handle reservations for individuals eases the process and reduces frustration. Equivalent to Personal Concierge.
3. Kinsales.
- Seen as a positive decision.
- Kinsales is the Operator.
- Kemper is the advisor to Kinsales.
4. Vidanta Golf Club Membership - Cost and benefits.
- Members stated that Kelsy and Brian own Kinsales.
- Members stated that Kinsales is the golf operating partner with Vidanta that will manage Golf courses at Nuevo Vallarta, Riviera Maya and Puerto Penasco.
5. Managing Emergencies
- Upgrading to the Golf Club Membership or not. Choice is dependent upon the amount of golf one plays and where the member wants to play.
- Golf Promotional Benefits are retained if choose to not upgrade to the Golf Club Membership.
- Costs per round - Upgrade or No Upgrade. The choices were discussed. Members would have the option to upgrade during the upcoming season.
- Splitting Golf Benefits - over consecutive weeks rather than a single week. Allocated by the size of unit is a workable solution. For example, staying one week in a Jr. Villa would equal 6 rounds of golf and one week in a Villa Suite would equal 10 rounds is a workable solution.
6. Getting on and off the property. Overall, the system works but perceptions are it will take much more time to leave the property at periods of high demand.
- Management at Nuevo Vallarta received high marks for the handling of the evacuation process during the Patricia threat.
- Evacuation Plan is better understood.
7. New access and egress route from Highway 200 raised questions.
- Two shuttle system. Bottle neck at the end of the Santuario at the hours between 5:30 PM and 7:30 PM
- Walking options are still available:
- Leave near the tennis courts.
- Shuttle or walk to the current main entrance.
- Walk the beach to the Sea Garden.
8. Resort Staffing
- Distance creates immediate negative impressions because of the perceived time it will take to drive two miles through the property.
- Concern was discussed about the amount of taxi traffic coming and going between Tower 5 and Residence Tower.
9. Riviera Maya vs. Nuevo Vallarta
- Lower levels of training - observations are there is an apparent lack of skills.
- Lower staffing levels - observations are there are fewer people staffing areas of high demand. Concierges for example. They are hard to find and not very knowledgeable.
- Poorer levels of service relative to prior years - observations are some services are delivered with but without the same levels of personal initiative. “Its not my job” attitude has been expressed at at least one high visibility staffing level….the Punta Pool area. *Small things, but important to making a vacation an outstanding and memorable experience.
10. Vidanta Advertising at Airport and on Highway signs.
- General discussion about differences in economic climates between the two locations - Riviera Maya has a more robust economy.
- General discussion about the price differences for upgrades - Riviera Maya is more likely to yield lower prices for upgrades than Nuevo Vallarta.
- General discussion about the levels of service and attention paid to members between the two locations. Riviera Maya personnel more attentive to individual needs than in Nuevo Vallarta.
- General discussion about the overall feel of the two locations - Riviera Maya is smaller, Nuevo Vallarta is bigger - impacts levels of attention paid to members.
- All noticed large signs at airport showing the property and direction signs on the highway. Seems as if the property is open to the public to visit and enjoy. Maybe latter signs are in preparation for the future theme park.
Everyone stated their comments are based upon constructive observations, not criticism, and what needs improvement this season. All agreed operations are complicated and generally handled very well and what they own is superior to other options on the market.
It has become more apparent to everyone that, generally speaking, operations are now managed by two distinct entities: Resort Operations and International Sales. Although participants regard both as being well managed, Resort Operations received more negative comments than International Sales.