Suggestion for improved customer service/user-friendliness

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

Hi, Mark...

I have been playing with a few requests, trying to use the weeks I have on deposit. I find myself getting caught up at the requirement that the exchange fee is due upon making a match, without an opportunity to reject a resort. I don't want to unnecessarily restrict a search by naming specific resorts, but I'd like to be able to reject one within a short period of time.

I have a feeling that in practice SFX may be a little bit flexible on this, but it keeps me from committing to searches because I fear being held to the policy in the event I research a resort and would rather release it.

Both II and RCI give members 24 to cancel/confirm without penalty. I would urge SFX to consider a similar policy, especially in the absence of being able to browse and select from available inventory (I am familiar with SFX's reasons for not having inventory available online, but it is an added layer of "faith" required on the part of members...).

Thank you for your consideration.

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

Hi, Mark...

I have been playing with a few requests, trying to use the weeks I have on deposit. I find myself getting caught up at the requirement that the exchange fee is due upon making a match, without an opportunity to reject a resort. I don't want to unnecessarily restrict a search by naming specific resorts, but I'd like to be able to reject one within a short period of time.

I have a feeling that in practice SFX may be a little bit flexible on this, but it keeps me from committing to searches because I fear being held to the policy in the event I research a resort and would rather release it.

Both II and RCI give members 24 to cancel/confirm without penalty. I would urge SFX to consider a similar policy, especially in the absence of being able to browse and select from available inventory (I am familiar with SFX's reasons for not having inventory available online, but it is an added layer of "faith" required on the part of members...).

Thank you for your consideration.

Hi there Glitter - thank you for your post. I think you will find that policy with those exchange company because, there may from time to time be a bigger quality disparity between the resort you deposited and the resort being offered, hence the reasoning for the 24 hour decline.

Please keep in mind, when you are requesting the higher quality resorts, in the highest demanded areas, and especially in high season, the Demand is "always" higher than the Supply of space (with all exchange companies), so in the big picture you really don't have the luxury of saying, no I don't want that 5 star resort, I want the other one accross the street.

When you are dealing with a situation where there are more people demanding space than is available, it is much tougher to find your exchange, no matter which exchange company you use.

With this reality in mind, we have our reasoning which is to match you to a Gold Crown or 5 Star rated resort in the exact area you want to be, for the dates you want. If it's a great resort and the dates and location are right, and you are fortunate enough to have a match... then surely for the timeshare exchange world, that is a good result. There aren't dozens of high quality timeshare resorts in great locations (except Orlando), so you don't have the same luxury of picking and choosing as you do with a hotel.

You can request specific resorts in our request form, but then again resort A may be fully booked, but resort B is available and it's just as good a property. By selecting resort A only for your search, and not allowing flexibility can be the difference between taking a great vacation, or staying at home.

On the other hand, if it's a "near-match", then the "reasoning" and rationale is to offer it to you for a Yes or a No.

The primary reason we introduced the "pay for an exact match", is because of too many people placing a request, (and keep in mind a request is the equivalent of a work-order), we would do all the work in securing exactly what they ask us for, and they would say.... "oh, I'm sorry, we changed our minds"... or "you mean that 5 star resort on the beach doesn't have 5 swimming pools" !!!

How many of you would find it acceptable to perform services/work for a customer and not get paid for it? This is also the same reasoning why RCI and I.I. said enough !! members will now be charged for the exchange fee when a request is placed, upfront! As a result of this, the percentage of abuse in the system has dropped dramatically, and people are typically behaving in a more responsible manner.

I think when you have a good understanding of the whole exchange landscape, our policy is one of sound reasoning, and is fair.

Hope this helps...

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

Thanks, Mark. I do understand SFX's reasoning. But based on your rationale, with demand so far exceeding supply, if SFX performed the work necessary to secure a match, and a member releases it, there should be another member ready to take it. And if the quality of the resort is really not an issue, then I would think few members would cancel after doing some independent research...

As a tangential question, can you let us know how SFX is now treating resorts that used to be Five Star with II but are now "Silver Pineapples" rather than "Gold Laurels?"