Limited/No Availability Conversations

Education is the most important thing we can give an owner when having these discussions!

  • Make sure they are aware of and have access to their Owner Portal
    • Review the Calendar of Weeks
    • Promote self-service options
  • Get them set up with booking day/window reminders
  • Verify we have the correct email address on file

Point Stays

When working with point stays:

  • Flexibility is key – slow seasons, weekdays, and smaller room sizes increase the chances of point stays
  • For Summer and Winter, it is crucial to call six months in advance
  • Focus on what we do have available
  • Emphasize flexibility and finding other dates that might work
  • Talk to them about the points calendar
    • SET CORRECT EXPECTATIONS:
      • Not a guarantee of availability
      • Only updated every 60 minutes
  • Put them on your list of “look-outs”
  • Take a good look at all the availability around the date they are looking to book
    • If they are looking to book a one bed at the end of September give them all the availability for a one bed during the month of September
      • This is a good technique when there is no availability for the date they want
    • Use the Point’s Calculator as a tool to help the owner maximize their points
  • Always try to book more than one of their point stays to ensure they do not miss-out on booking the remaining points

Owner Weeks

When working with owner weeks:

  • Advise to book one year in advanced
  • Self-service options are essential to success
    • For GL7/GC8, owners need to be booking themselves during high-demand timeframes
    • For GTL, owners need to be participating in the Annual Reservation System

Listen and ask a variety of discovery questions

  • Is there a specific week you are looking for?
  • Is this a special occasion for you?
    • This is important because you can gauge how important the week is to them
  • Ask what they plan on doing with the week
    • Are they coming to Breckenridge? Do they plan on exchanging with II?
  • Give them several options if the week they want is not available
    • Start with the most probable options and move toward others

Options (in order of value)

  1. Book an available week and trade it with another owner
    • Owner Trade Forum
  2. Ask them if they would be interested in splitting their week
    • Partial Stays/Points Stays
  3. Deposit an available week with Interval International
    • request/exchange for their more desired time
  4. Book an available week and rent it
    • self-rental versus BGV Rental Program
  5. Ask if they would be interested in donating a week
  6. Ask if they would be interested in giving the week to a family or friend
    • explore alternative dates that may be of interest to guests

Lost Usage

When discussing lost usage:

  • EMPATHY!
  • Advise on how to avoid lost usage from happening again
    • Education is the most valuable way we can help our owners maximize their ownership

*ALWAYS offer to personally assist with booking their next year of usage*

If we’re already within their window – get them booked!!

If we’re outside their window set them up for success:

  • GTL Owners
    • Send them the link for a booking day or a request system reminder
  • GL7/GC8 Owners
    • Send them the link for a booking day reminder

Brand new owners

  • For GL7 and GC8 owners, investigate Points Stay options first
  • Offer a Developer Week through Interval International for the same size unit they own
  • For GL7 and GC8 owners, investigate Points Stay options first
  • Check the history compensation in the notes section
    • Open and Review “Compensation” notes, “Lost Usage” notes, and “Deposit Week” notes
      • Owners who have already received a Developer Week in the past will be notated by “DW” or “BB” with the associated year, in a “Deposit Week” note
      • Owners who have already received a Bonus Week in the past will usually be noted in a Compensation or Lost Usage note

Offering II Compensation:

Developer Week Counts

  1. When can I offer?
    1. Partial lost usage
      1. Already booked a PS? Smaller unit than owned?
      2. Unable to book remaining usage as a PS?
    2. At your discretion
  2. What is it?
    1. Promotional certificate: discounted 7-night stay through Interval International
  3. Disclosures
    1. Noted in owner file – not uploaded to II until ready to use – no expiration date
    2. Average exchange fee of $400
    3. Typically available in smaller unit sizes
    4. No high-demand travel
    5. II account must be valid to book
    6. Call ES to search
  4. Post Call
    1. Add “Compensation Note” to owner file
      1. BW
      2. Reason
    2. Do not deduct any remaining contract usage
  1. When can I offer?
    1. Full lost usage
      1. Unable to book any usage – week/PS?
    2. Brand new owner or no prior DW compensation?
    3. II account active?
      1. Must renew if expired
  2. What is it?
    1. BGV-owned deposits: reallocated as 7-night deposit on the owner’s II account
      1. GC8: S, M, 2 Bed
      2. GL7: S, M, 2 Bed
      3. GTL: S, M, 2 Bed
  3. Disclosures
    1. Active on II account w/in 48 hours: 2-year(+) expiration
    2. Exchange fee of $239
    3. Basic deposit & points are eligible. View the DW chart on the ES home page.
    4. II account must be valid to book
    5. Self-service on II website, or call ES to search
  4. Post Call
    1. Add “Deposit Note” to owner file
      1. DW / year / season
    2. Deduct full points/dates for season/year of contract usage being compensated