Discovering what makes a great experience

Transcription

1 Vol. 4, Issue 1 Owners Connection Enhancing your ownership experience Discovering what makes a great experience Everyone s different. My perfect vacation is relaxing beachside with a good book, but someone else might rather hit the slopes. My travel party might be a group of four, while theirs is 10. But maybe we both crave convenience and a place to cook our own meals while we re away. A great experience looks different to everyone. Being able to deliver one hinges on finding out what travelers want, and how and when they want it. This ski season, we took a look at what makes a great ski or snowboard vacation. In this issue s feature story, you ll learn about our study into the preferences and priorities of over 11,000 travelers, including skiers, snowboarders and non-skiers. The feature will reveal some of our key findings about what travelers want and how those needs vary between different groups of people. Even though technology continues to evolve and the face of travel changes, hospitality remains at the center of any great vacation. Many stories of notable experiences include people on the ground-level who went the extra mile to make a stay truly memorable. On page four, you ll read guest service stories that show the important role our associates play in the experiences we provide. You ll also read about fellow owners experiences, and the types of services and benefits they value most. Through feedback from our guests and owners and continued research into travelers habits, we uncover new ways to meet and exceed expectations. Through feedback from our guests and owners and continued research into travelers habits, we uncover new ways to meet and exceed expectations. From the destination choice and the booking process to arrival, departure and the memories that follow, there are abundant opportunities to make renting a vacation home a truly great experience. in THIS issue President s Message... 1 FEATURE: Understanding Today s Ski Traveler... 2 I hope you enjoy this issue of Owners Connection! Mary Lynn Clark President Wyndham Vacation Rentals North America Our Service... 4 Destination News... 6 In The News... 7 Owner Spotlight... 8 Produced by Wyndham Exchange & Rentals Corporate Communications

2 FEATURE: Understanding Today s Ski & Snowboard Travelers Gaining insight into the ideal mountain experience Each year, the ski and snowboard industry remains focused on finding ways to improve the sports accessibility and enhance their appeal to younger generations. As these newer generations begin As these newer generations begin discovering the excitement of winter activities, it s important to take a look at the habits of all types of travelers who may take ski and snowboard vacations, even non-skiers. discovering the excitement of winter activities, it s important to take a look at the habits of all types of travelers who may take ski and snowboard vacations, even non-skiers. This ski season, Wyndham Vacation Rentals uncovered the preferences and desires of each type of traveler in order to help enhance their ski vacation experience and provide industry partners with valuable insight. Through an online survey conducted in the fall, we reached out to our database of consumers to explore today s ski and winter vacations. We shared the study s full findings through our Ski Trends Research Report, which reflects data collected from more than 11,000 travelers, including skiers, snowboarders and non-skiers. Here are some of the key insights: 1 in 5 non-skiing vacation rental guests still take ski and snowboard vacations Non-skiers can still enjoy a stay on the slopes. Perhaps surprisingly, non-skiers and nonsnowboarders aren t absent from ski vacations. In fact, the findings show that one in five still take ski vacations with family and friends who enjoy the sport. Those travelers place much more importance on privacy when it comes to lodging, and they look for alternate activities to enjoy from dining and shopping to other unique mountain experiences like dog sledding. They also find pools, hot tubs and spas more appealing, likely seeking out amenities that allow them to get more out of their winter vacations. Skiers and snowboarders aren t one in the same. Ski and snowboard travelers differ in a number of ways. Snowboarders are more motivated by promotions and tend to be younger and make less money on average than those who only ski. Snowboarders are also much more likely to take several trips per year and to travel with friends. Skiers and snowboarders tend to travel in groups. As the data shows, it s very clear and likely to no one s surprise that skiing and snowboarding are group sports. Much of what ski and snowboard travelers choose to do and experience in a mountain destination is based on the sheer size of their travel group, which most typically includes four or more people. Larger parties seek out more spacious lodging options like vacation rentals with room for everyone s gear. Perhaps using group travel as a way to offset costs, they also tend to actively look for lodging and airfare deals when booking a trip, even weighing them over good snow conditions. 3 in 4 travelers prefer staying in a vacation rental when taking a ski/snowboard trip 77% Not everyone wants the same mountain experience. The group mentality of skiers and snowboarders is important to consider, as larger parties may be comprised of different types of travelers. A single group may include more mature ski travelers, younger skiers and snowboarders, and even non-skiers looking to enjoy a winter vacation with friends and family who ski. Catering to each type of traveler is critical, since each type has its own way of defining a great mountain experience. Understanding the unique characteristics of each type of traveler is the first step in providing guests with truly memorable ski vacation experiences that keep them coming back year-after-year. Being able to deliver what these travelers want will help ensure that the future of skiing and snowboarding, and of the destinations and local businesses intertwined with the sports, remain vital for years to come. Younger travelers want more than just mountain time. The research suggests that younger ski and snowboard travelers want more to enjoy during a ski vacation. They find other outdoor activities outside of skiing more appealing when choosing a destination to visit. They also place more value on conveniences like on-site dining, on-site equipment rentals and concierge services than mature ski and snowboard travelers do. MATURE* 48% TRAVELERS 60% YOUNGER* TRAVELERS 2 younger travelers find other activities outside of skiing and snowboarding more important when choosing a destination 3 *Younger Travelers: years / Mature Travelers: 55+ years Source: Wyndham Vacation Rentals Ski Trends Research

3 OUR SERVICE: Stories from Our Regions Going above and beyond to provide great vacations Saluting our Servicemen and Women A story from Charleston s Islands, South Carolina We have used ResortQuest by Wyndham I recently met a young military wife at a local pancake house. Vacation Rentals to manage our Delaware As she walked through the restaurant with her two young rental property since we purchased the children, I overheard her expressing gratitude to a WWII home. We have been delighted by the firstclass service from our rental relations team. veteran for his service. She went on to tell him that her husband was serving on his 8th tour of duty. Like so many of They take care of all the details for us, from our dedicated military members, her husband had been unable cleaning and linens to recreation passes to spend much time with his family between tours. they even coordinate gift certificates to local stores for returning guests and guests who She was seated at a table near mine. In appreciation of her are celebrating special occasions. family s sacrifice, I gave her my card with a note saying we would be honored to offer them complimentary accommodations Danielle M., property owner at Bayside Resort when her husband returned. Having been unable to take a in Selbyville, DE honeymoon when her husband was called to duty, she was incredibly grateful for the gesture. While her husband completed the remainder of his 18-month tour, his wife worked with our local team to plan a stay in the Isle of Palms. Our associates provided her with suggestions for activities, attractions, restaurants and shops, helping to put together a family vacation they d all remember. For the day of I wanted to thank the TOPS L team for their arrival, we put together a welcome basket filled with wine, everything you did for our wedding. I juice boxes and local goodies, along with playing cards and a cannot express enough how nice and decorated beach picture frame. More than 40 associates signed helpful all of the attending staff was! The a card with heartfelt thanks for the family s service. It was a true woman who set up our tables was amazing honor to deliver a great experience to a family so deserving and -- more than willing to help us with appreciative of a memorable vacation. everything and answering every question we had. We received so many compliments Phillip Tumminia, executive general manager, from guests on the reception and how Charleston s Islands, S.C. great the food tasted, so please share our appreciation with everyone else. Thank you for making our special day stress-free and one of the most amazing nights of our lives. Sage, bridal guest at TOPS L Beach & Racquet Resort, Destin, Fla. We have been using ResortQuest by Wyndham Vacation Rentals to rent our beach property for six years. Since we live three hours away from the rental home, we needed to find a reliable company to manage all aspects of the property. During bad weather, the team keeps us informed of conditions surrounding the area. With any malfunctions or issues at the home while being rented, they handle the calls and keep us updated. Jim & Krystal W., property owners at Millville by the Sea in Millville, DE Harbourgate Marina Club, Myrtle Beach, S.C. Catering to our Guests Needs A story from Myrtle Beach, South Carolina I recently saw my team go the extra mile to ensure a family had the perfect stay. A couple and their adult special needs son came in from North Carolina for a week-long vacation at Harbourgate Marina. Upon check-in, the parents made it clear that this was a trip for their son, Stanley. He was looking forward to deciding what they would do and what sights they d see during their stay. Stanley took an immediate liking to our head maintenance tech, Todd. Todd was quick to take Stanley under his wing, letting him explore his maintenance cart and showing him how to use his radio and tools. Once the family got to their room, our associates checked to make sure they had everything they needed. They booked a non-handicap accessible room but asked if we had any handicap bars on hand for the tub and shower. We didn t have any in stock, but we bought a set for their room knowing how much it would mean to them to have that extra peace of mind. Stanley had a blast installing the bars with Todd. Later that week, as Stanley set off on his goal to play as many mini golf courses as he could while in town, our associates brought in a stack of free golf passes for the family to use. I was incredibly proud of the way my team took it upon themselves to ensure this family s stay went perfectly. They really made a difference in our guests experience. Tim Stewart, front office manager, Harbourgate Marina, Myrtle Beach, S.C. 4 5

4 DESTINATION NEWS: America s Best Ski Resorts Offering vacation rentals across the West s top slopes IN THE NEWS: Read The Latest Coverage Wyndham Vacation Rentals a go-to for mountain travel Each ski season, popular outlets and travel authorities highlight the country s best mountains for everything from trails and terrain parks to après ski and dining. This year, leading travel magazine Condé Nast Traveler compiled a list of America s Best Ski Resorts, as chosen by its readers. From Colorado to Utah and Idaho, Wyndham Vacation Rentals has the western leg of the list covered, managing nearly 2,000 properties in 11 of the top-ranked destinations. and adjacent to Park City. Readers love Deer Valley s familyfriendly terrain it s one of only three resorts in the country that bans snowboarding. Idaho: Sun Valley garnered praise as the country s first winter destination resort also the first to install chairlifts! Skiers are attracted to its nearly 25 miles of Nordic skiing and kidfriendly Adventure Trails. Sun Valley is also home to North America s largest super pipe. Colorado: Western Colorado is one of the country s top ski regions, with Beaver Creek, Vail, Breckenridge, Steamboat Springs and Aspen s four mountains all making the magazine s list. Each destination has unique appeal from high-end dining in Aspen to western history in Steamboat Springs. Utah: Readers also recognized Utah as a leading ski destination, noting Park City s historic Main Street, which offers direct access to the slopes. Deer Valley also topped the list with its convenient location under 40 miles from Salt Lake 6 Trade a week* at your vacation rental property for a ski vacation with the Wyndham Home Exchange Program! 7 *These vacations are limited, and subject to availability and your accessible Points balance.

5 OWNER SPOTLIGHT: Get to Know Your Fellow Owners Meet Rick T., Vacation Rental Homeowner in Aspen, Colorado What went into the decision to renovate the Inn? What did the renovations involve? The view of Buttermilk Mt. from The Inn at Aspen lobby Why did you decide to buy a vacation home in Aspen, Colorado? I purchased my property at The Inn at Aspen both as an investment property and a vacation spot for my family to enjoy. What motivated you to become a Board Member for the Inn s Homeowners Association (HOA)? I was very excited about The Inn at Aspen s future potential, and I wanted to be an active part of supporting the Inn s renovation plans. I also wanted to help manage the HOA s partnership with Wyndham Vacation Rentals and help ensure a great experience for both the owner community and rental guests. In order to realize the tremendous potential of this property, we needed to bring it up to the expectations of our target customer base. Both phases of the renovation were entirely funded by the homeowners, starting with remodeling the majority of the guests rooms, including completely new bathrooms and updated furnishing. The second phase was a $2.5 million renovation of the lobby, bar and restaurant areas to enhance the guests experience and overall appeal of the property. What s one piece of advice you d give people looking to rent out their vacation home? In order to maximize your property s financial performance and protect its value, you need to make sure you are working with a professional management organization who will treat your property as if it were their own. What services or support do you find most valuable from Wyndham Vacation Rentals? I m very pleased with the overall quality of the organization and the professionalism of the staff members who serve the Inn at Aspen. What responsibilities do you have as a Board Member? The Board s primary responsibility is to represent the interests of the Homeowners. As a Board, we oversee the operations and financial performance of the property as well as provide longer term strategic planning options for the owners to consider. I was honored as a relatively new Board member to be given the primary responsibility of overseeing the second phase of the recent renovation project. The outdoor pavilion at The Inn at Aspen 8 The opinions and views expressed herein are those of Rick T. and not those of Wyndham Vacation Rentals. *Also funded by the property s homeowners.