SFX Diamond Rewards Problem/Availability

[Ellen Member Find all posts View Profile Close Ellen]

While this is not the intent of my post I have to start by voicing my frustration that I have been on hold with SFX for 15 minutes in the hope that someone can help me login to my account. Interesting the number of people waiting ahead of me started at 1 and is now at 3.............I've never had to wait this long to speak to someone at II (even though they encourage me to not talk to them and go their site!).

On to the point of my post. I have been contacted by SFX with an offer to purchase the Diamond Rewards. During an explanation of this program it came to my attention that I was given a complimentary year of Diamond Rewards, with points attached, by my home resort last year. These points expire in a matter of days. I was advised by SFX they called and told me but I declined. I explained I thought they were trying to sell me something and if I had a free membership with benefits attached that I new expired I would have been interested. Why wasn't something sent to me in writing so I clearly understood what the intent of their call was and what my "benefits" were. Not impressed.

Based on my review it also looks like the problem associated with resort exchanges, little or no availability during high season, is more prevalent with the SFX Diamond Rewards program and worsened by the fact that you can't make a request in advance.

I know SFX Resorts and SFX Diamond Rewards are two totally different things but this does not make me inclined to try SFX out and deposit my Breckenridge Spring Break week with SFX.

Thanks for letting me vent!

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

While this is not the intent of my post I have to start by voicing my frustration that I have been on hold with SFX for 15 minutes in the hope that someone can help me login to my account. Interesting the number of people waiting ahead of me started at 1 and is now at 3.............I've never had to wait this long to speak to someone at II (even though they encourage me to not talk to them and go their site!).

On to the point of my post. I have been contacted by SFX with an offer to purchase the Diamond Rewards. During an explanation of this program it came to my attention that I was given a complimentary year of Diamond Rewards, with points attached, by my home resort last year. These points expire in a matter of days.

I was advised by SFX they called and told me but I declined. I explained I thought they were trying to sell me something and if I had a free membership with benefits attached that I new expired I would have been interested. Why wasn't something sent to me in writing so I clearly understood what the intent of their call was and what my "benefits" were. Not impressed.

Based on my review it also looks like the problem associated with resort exchanges, little or no availability during high season, is more prevalent with the SFX Diamond Rewards program and worsened by the fact that you can't make a request in advance.

I know SFX Resorts and SFX Diamond Rewards are two totally different things but this does not make me inclined to try SFX out and deposit my Breckenridge Spring Break week with SFX.

Thanks for letting me vent!

Hi Ellen - thank you for your post. I missed it earlier, and only just noticed it.

Apologies for the delay you experienced in being on hold. That was the week when we dropped 120,000 pieces of mail to our Member base with the special offer which also inclued the $500 Vacation Cash-Card. Well... needless to say our phone were "Slammed" !!!!! Which is a good thing, as there was a stampede to deposit weeks, which creates more exchange opportunities for our Members.

We did have a limited time offer giving a one year Diamond Rewards membership with reward points attached. We did send all qualified Members an email notification of this award. It may have gone to your spam filter, or inadvertantly deleted.

With regards to your review and lack of availability during the prime time.... there must be some kind of misunderstanding as there is nowhere viewable for anyone to make make any kind of assessments or review with regards to availability. How were you able to make this assessment?

Also.... another misunderstanding, you can actually can make requests in advance.

You can place a request against an existing deposit credit in your account.

As a Diamond Rewards or Platinum member... you can do a Request First prior to depositing your week.

Hope this clarification helps, and if you have any further questions, I will be delighted to respond.

Thanks,
Mark @sfx
Member Communications

[Ellen Member Find all posts View Profile Close Ellen]

[QUOTE=Mark @SFX;429109]

With regards to your review and lack of availability during the prime time.... there must be some kind of misunderstanding as there is nowhere viewable for anyone to make make any kind of assessments or review with regards to availability. How were you able to make this assessment?

Mark,
Thank you for your clarification. I was not specific enough in my post. I was looking at the resort stays available to be purchased on the Diamonds Rewards travel site.
Ellen

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

[quote=Ellen;431009]

With regards to your review and lack of availability during the prime time.... there must be some kind of misunderstanding as there is nowhere viewable for anyone to make make any kind of assessments or review with regards to availability. How were you able to make this assessment?

Mark,
Thank you for your clarification. I was not specific enough in my post. I was looking at the resort stays available to be purchased on the Diamonds Rewards travel site.
Ellen

Hi Ellen... Thanks for that clarification. Actually as a Gold Member, available resorts are not viewable for the SFX Diamond Rewards program. You would have to be a Diamond Rewards Member to view availability. Is it possible you were looking at some other screen and mistook it for resort availability?

Hope this helps...

Thanks,
Mark @sfx
Member Communications

[Ellen Member Find all posts View Profile Close Ellen]

[QUOTE=Mark @SFX;431087]

Hi Ellen... Thanks for that clarification. Actually as a Gold Member, available resorts are not viewable for the SFX Diamond Rewards program. You would have to be a Diamond Rewards Member to view availability. Is it possible you were looking at some other screen and mistook it for resort availability?

Hope this helps...

Thanks,
Mark @sfx
Member Communications

I had a Diamond Rewards membership and a SFX representative was going through that membership with me for renewal.

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

[quote=Ellen;431095]

I had a Diamond Rewards membership and a SFX representative was going through that membership with me for renewal.

Hi Ellen... In that instance, as with all exchange companies, there would not be much available discounted rental space for prime-time Summer sitting around waiting to be booked, as demand is far greater than the supply of space, and first priority for prime space such as Summer must first be allocated for exchanges, not rentals. Most prime time space is booked way in advance mostly with Members placing an online Request & Search.

Discounted rentals are more prevalent during the lesser demanded seasons. If an exchange company is offering prime rental space from deposited weeks, and not first offering that space for exchanges... then there is something to be said about the integrity of the system.

Hope this helps...

Thanks,
Mark @sfx
Member Communications

[Ellen Member Find all posts View Profile Close Ellen]

[QUOTE=Mark @SFX;431186]

Hi Ellen... In that instance, as with all exchange companies, there would not be much available discounted rental space for prime-time Summer sitting around waiting to be booked, as demand is far greater than the supply of space, and first priority for prime space such as Summer must first be allocated for exchanges, not rentals. Most prime time space is booked way in advance mostly with Members placing an online Request & Search.

Discounted rentals are more prevalent during the lesser demanded seasons. If an exchange company is offering prime rental space from deposited weeks, and not first offering that space for exchanges... then there is something to be said about the integrity of the system.

Hope this helps...

Makes sense. Thanks.

Thanks,
Mark @sfx
Member Communications

[SallyHoover Senior Member Find all posts View Profile Close SallyHoover]

I'm not a diamond rewards member but I think she is referring to: http://www.sfx-resorts.com/images/diamond_rewards.pdf under the resort and hotel benefits. I wasn't under the impression that this inventory relied on exchange inventory. But maybe I too am misunderstanding her problem/questions.

[Ellen Member Find all posts View Profile Close Ellen]

I'm not a diamond rewards member but I think she is referring to: http://www.sfx-resorts.com/images/diamond_rewards.pdf under the resort and hotel benefits. I wasn't under the impression that this inventory relied on exchange inventory. But maybe I too am misunderstanding her problem/questions.

Sally,
You are correct. This is what I was what my question was referring to. I also thought this inventory did not rely on the exchange inventory which is why I was surprised there wasn't more inventory.

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

Sally,
You are correct. This is what I was what my question was referring to. I also thought this inventory did not rely on the exchange inventory which is why I was surprised there wasn't more inventory.

Hi Sally & Ellen,

Thank you for your follow up, and quite frankly I think we at SFX need to do a better job in explaining how the Diamond Rewards program works, with an emphasis on the "value" for those who travel significantly enough. Within the next 30 days or so, we will have a more detailed web page.

Referring back to your posts... There are basically two core resources of inventory; Timeshare Resorts and Hotels. Resorts are worldwide, including US, Mexico, Canda and Europe. Hotels are also worldwide and include all major hotel chains from Ramada to the Ritz Carlton.

If it's Timeshare resort inventory, as explained earlier there will never be large amounts of availability during the Summer, as first priority goes to exchanges.

If it's the Hotel inventory, that inventory isn't sitting on a shelf for viewing online. You would speak with an agent who would then quote you the discounted pricing.

Hope this helps...

Thanks,
Mark @sfx
Member Communications