One more reason to charge more to rent points...

[TW1]

I came across this press release. Market Matrix surveys guests of the hospitality industry and recently added vacation clubs to their mix. Not surprisingly, DVC came out on top in terms of customer satisfaction.

IMO just further justification we should charge more to rent points.

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Market Metrix Announces First Quarter 2005 Hospitality Index Results

Customer Satisfaction with hotels drops for first time since 9-11
First-Ever Measure of Satisfaction With Vacation Clubs Places Disney Vacation Clubs on Top


SAN RAFAEL, Calif., /PRNewswire/ -- Market Metrix, LLC, the leading provider of market research services for the hospitality industry, today announced results of the Market Metrix Hospitality Index (MMHI) for the first quarter of this year. Ritz-Carlton, JetBlue Airways and Enterprise Rent-A-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.
For the first time since 9/11, in a year-over-year comparison, guest satisfaction was down or flat across all hotel segments except for Extended Stay. The biggest losers were in the Casino and Luxury segments with drops of -2.3% and -0.9% respectively.

Why the downturn? Has the industry simply recovered to pre-9/11 levels and is now starting to flatten out? Or, has the rather quick upturn in business caught hotels off-guard in terms of staffing and amenities? Probably a combination...but other industries are also down in customer satisfaction. In the past six months, retail, financial services, and e-commerce all have received dramatically lower customer ratings according to the American Customer Satisfaction Index.

For hotels, and especially companies and properties that are fighting to keep pace, continuing declines in customer satisfaction will further influence demand and consumer price tolerance. Dissatisfied guests are more price sensitive and less likely to return.

Vacation Clubs

To recognize their continuing growth, Vacation Clubs was added as a new category in Q1 2005. For Q1 2005, as a group, customer satisfaction with Vacation Clubs (87.4) was second only to the Extended Stay segment (87.9).

The winner was Disney Vacation Club (92.1) followed by Trendwest Resorts (88.6). Interestingly, vacation club travelers report feeling more 'Practical' (82.3) than Extended Stay customers (80.3) and more Welcome (90.5) than even Luxury (89.8) guests.


MMHI Top-Hospitality Rankings Q1 2005

Hotel - Overall
Ritz-Carlton

Airline
JetBlue Airways

Car Rental
Enterprise Rent-A-Car

Luxury Hotels
Ritz-Carlton

Upper Upscale
Kimpton Hotels

Upscale Hotels
SpringHill Suites

Midscale w/ F&B
Holiday Inn Select

Midscale w/o F&B
Wingate Inn

Economy Hotels
Jameson Inns

Extended-Stay Hotels
Homewood Suites

Vacation Clubs
Disney Vacation Club

Upscale Casino
Venetian

Casino
Rio

Hotel Reservations Website - Hotel Brand
Sleep Inn

Hotel Reservations Website - Travel
Yahoo! Travel

(w/o F&B = without food & beverage)

About MMHI
The Market Metrix Hospitality Index is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in- depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy. Detailed, in-depth and customized reports are available for subscribers. No other customer satisfaction index offers MMHI's reporting frequency, volume of customer interviews, cross-industry results or innovative satisfaction measures.

 

[tjkraz]

IMO just further justification we should charge more to rent points.

So charge more...

 

[JimMIA]

A better reason to charge more is that Disney just raised their room prices.

The comparison between WDW lodging costs and DVC point rentals has always been the fairest and best way to value DVC rentals -- and as many have pointed out, not the rack rates, but the best price someone could reasonably get at the particular time of their visit.

But really, the best measure of point value is the marketplace itself. If Disney is charging $1,000 per night for every room, but there are abundant rental points at $10, Mr.Supply & Demand is going to whup up on logic every time.

 

[Kerlynne]

So charge more...

Tjkraz: I believe TW1 was making a point since there has been a lot of threads from renters, as well as some owners, thinking by charging 10 pp is a lot. So by showing how well DVC is, it's more a point to see what an opportunity someone can have by renting from us owners.

 

[spiceycat]

sorry but I don't think many people here will.

the heck with supply and demand - most of the sales I have seem are due to back planning.

Someone realized that they had some points - that they either forgot about or were going to use them but something can up - either way they are left over points and must be used in a certain time.

You can't stop that.

Of course then the rentees always except to find a deal and can get very uptight when there aren't any.

People if you want your rental prices to increase go advertise somewhere else.

Also go to the resorts boards and the new rates/codes and tell about DVC.

lots of the people there still don't know about DVC. when every someone ask about a suite - you can mention DVC. or a place for 5 or more. Or someone complaining about how expensive the BC or Polyn have become.

 

[drakethib]

I came across this press release. Market Matrix surveys guests of the hospitality industry and recently added vacation clubs to their mix. Not surprisingly, DVC came out on top in terms of customer satisfaction.

IMO just further justification we should charge more to rent points.

- - - - - - - - - - - - - - - - - - - - - - - -

Market Metrix Announces First Quarter 2005 Hospitality Index Results

Customer Satisfaction with hotels drops for first time since 9-11
First-Ever Measure of Satisfaction With Vacation Clubs Places Disney Vacation Clubs on Top


SAN RAFAEL, Calif., /PRNewswire/ -- Market Metrix, LLC, the leading provider of market research services for the hospitality industry, today announced results of the Market Metrix Hospitality Index (MMHI) for the first quarter of this year. Ritz-Carlton, JetBlue Airways and Enterprise Rent-A-Car ranked number one in hotel, airline and rental car industry customer satisfaction, respectively.
For the first time since 9/11, in a year-over-year comparison, guest satisfaction was down or flat across all hotel segments except for Extended Stay. The biggest losers were in the Casino and Luxury segments with drops of -2.3% and -0.9% respectively.

Why the downturn? Has the industry simply recovered to pre-9/11 levels and is now starting to flatten out? Or, has the rather quick upturn in business caught hotels off-guard in terms of staffing and amenities? Probably a combination...but other industries are also down in customer satisfaction. In the past six months, retail, financial services, and e-commerce all have received dramatically lower customer ratings according to the American Customer Satisfaction Index.

For hotels, and especially companies and properties that are fighting to keep pace, continuing declines in customer satisfaction will further influence demand and consumer price tolerance. Dissatisfied guests are more price sensitive and less likely to return.

Vacation Clubs

To recognize their continuing growth, Vacation Clubs was added as a new category in Q1 2005. For Q1 2005, as a group, customer satisfaction with Vacation Clubs (87.4) was second only to the Extended Stay segment (87.9).

The winner was Disney Vacation Club (92.1) followed by Trendwest Resorts (88.6). Interestingly, vacation club travelers report feeling more 'Practical' (82.3) than Extended Stay customers (80.3) and more Welcome (90.5) than even Luxury (89.8) guests.


MMHI Top-Hospitality Rankings Q1 2005

Hotel - Overall
Ritz-Carlton

Airline
JetBlue Airways

Car Rental
Enterprise Rent-A-Car

Luxury Hotels
Ritz-Carlton

Upper Upscale
Kimpton Hotels

Upscale Hotels
SpringHill Suites

Midscale w/ F&B
Holiday Inn Select

Midscale w/o F&B
Wingate Inn

Economy Hotels
Jameson Inns

Extended-Stay Hotels
Homewood Suites

Vacation Clubs
Disney Vacation Club

Upscale Casino
Venetian

Casino
Rio

Hotel Reservations Website - Hotel Brand
Sleep Inn

Hotel Reservations Website - Travel
Yahoo! Travel

(w/o F&B = without food & beverage)

About MMHI
The Market Metrix Hospitality Index is a quarterly report of customer satisfaction with hotel, airline and car rental companies based on 35,000 in- depth consumer interviews. The MMHI ranks top hospitality brands by industry and, for hotels, by categories such as luxury, mid-price and economy. Detailed, in-depth and customized reports are available for subscribers. No other customer satisfaction index offers MMHI's reporting frequency, volume of customer interviews, cross-industry results or innovative satisfaction measures.

I happy to see that some has recognized DVC for theri great customer service.

I see them getting bashed quite a bit lately.

 

[PaulaMurf]

Even on Ebay they go for more - and still too cheap. Especially considering that room rates go UP every year, but points dont.

If everyone collectively just started charging more.... hmmm....

JMHO

Paula in CT