So I emailed and got the canned response however I emailed back and then in fairness to Barbie Rinks she emailed me back.
My response back to the canned response was
Hi Barbara,
It is disappointing that your reply is a standard fob off.
You indicate you will let us know the status of the 2015 increases when will this be?
Do you genuinely believe a 100% increase in Open Season rates can be justified in any way?
Could you give me any other examples of another multinational company trying to implement 100% year on year?
Is Kim Robert Kreiger personally aware of this issue?
Take a look at TUG BBS to see the strength of feeling about this.
This is a PR disaster for HGVC please let decency and common sense prevail.
If you could reply to my individual questions it would be appreciated.
Barbie responded
I am sorry for your disappointment with my response. Communication regarding Open Season will be provided in the near future. An exact rollout date has not been determined.
In some cases, a 100% increase can be justified. Open Season rates have not changed in several years and as a result have not kept up with the diversity of accommodations available through HGV. The costs associated with the occupancy of a one-bedroom in Hawaii or New York do not compare with those in Myrtle Beach or even Orlando, so paying the same rate for both is not justified.
I am not qualified to answer your question about other multinational companies, as I have not personally studied that.
Kim Kreiger is aware and your feedback has been shared with him.
Thank you for taking the time to write.
Sincerely,
Barbie Rinks
So I responded
Thank you Barbie for coming back to me. I do appreciate that.
I do understand there is a commercial value and basics of supply and demand that there will always mean Hawaii and New York have a higher commercial value to HGVC particularly against the wider market in those locations. However part of that pitfall is of HGVC own doing.
Did nobody see that when the open season was created? This is pretty basic stuff.
I expect there to be price increases over time that is just life, but even for those areas 100% is extreme and creates bad feeling and distrust. There is better ways to generate revenues.
I run a business and we run a price increase programme considering the balance between commercial necessity, profit and yes what won't cause uproar.
Clearly on the last point this has failed without question.
Who actually decided on even that basis alone this would be a good idea?
There are lots of ways to generate further income and when the rates are in some cases more expense than the resort hotel rates that sticks in people's throats. Why not promise to be 35% cheaper than the best online rate ever for that date for those resorts. If it will predominately affect those resorts why not spell that out and take away the horrendous table that leaves people guessing. What you may gain in people planning more you will lose in referrals and good will from customers. I see people thinking about a family get together and now worrying if they can afford it because of a sudden change.
I would urge yourself and Kim to read the TUG boards and if people have it wrong then tell them but when there is a vacuum of communication it creates uncertainty and that is exactly what people don't want. The whole system is based on if you stay in X resort at Y time of year you will pay Z.
You know what those rates are given any time of year and we all know where we stand. I appreciate that the open season may get used more particularly by retired people who have the flexibility and may have started to use this instead of points but it does help in many resorts with lower occupancy levels.
I do know NY and Hawaii could sell out many times over but as those rooms are "paid for" for those weeks by MF's so why is there a real need for the increase? Isn't this just bonus money? If I can get a real reason then it will help us to actually understand.
I do love the resorts, many of the fabulous staff but with nearly 10,000 views on 2 threads and Facebook posts and tweets this will also put people off buying and none of us want that it doesn't help anyone,
I would urge you to get Kim around a table with the senior team quickly and say this ain't working. How do we fix it? How do we communicate it? How do we get back to a simple table/grid that takes away the guessing? Not just for the club members but even the reservations staff don't understand it! Then how do we ensure we communicate with all our members to calm the waters.
If Kim wishes to consult and stand up and be counted then ask him to join the debate it is not a lions den. I know not everyone will agree but he will get credit for facing the issue.
Boston Red Sox owner John Henry met supporter groups in the past and even has had online conversations.
Do you think the new OS table is easy to understand or does it create more questions that answers? Questions that your own staff can't answer. It may as well just have a huge question mark on it.
I then got this response from Barbie
I assure you I have shared your feedback with the Club Executive Team. There is no further information I am able to provide relating to this matter.
Thank you for writing. I wish you and your family a very Happy New Year.
Sincerely,
Barbie Rinks
________________________________
Barbara Rinks
Sr. Director – Owner and Club Services
________________________________
T 407-722-3198 | F 407-722-3177
6355 MetroWest Blvd., Suite 180
Orlando, FL 32835
brinks@hgvc.com
________________________________