RCI is helping resort managers sort out changing mandates and priorities
The different communications issued by many governmental authorities over the last several weeks regarding mandatory shutdowns, quarantines, and stay-at-home orders have raised questions about how vacation ownership resorts should proceed with their in-house guests.
Many cities, counties, states, and territories have their own way of applying these orders, generating an even more delicate situation for our industry. One variable that adds to the challenge is the interpretation that property managers can have regarding what is an essential business: are hotels, vacation homes, and vacation ownership resorts essential businesses? Should the resort remain open if there is not a mandatory shut-down but there is a stay-at-home order? If it is decided the resort needs to close, what should resort management do with in-house guests on property and new guests with arrival dates during times of mandatory or suggested travel restrictions?
Like you, RCI is navigating through these uncertain times as best we can. As you work with your owners and resort associations we wanted to take a moment to let you know how we can provide support. As of today over 1,800 RCI affiliated resorts have temporarily closed their doors due to the global coronavirus crisis. This is something we have never experienced and are working through the challenges of the new landscape. We can share some examples of what many experienced operators have decided to do:
- If your resort is mandated for shutdown by governmental officials, then all guests – regardless of whether they are owners, exchangers, or renters – have to vacate before the shutdown deadline. In the majority of these cases, we have observed that the unused portion of the vacation is refunded or made available for future dates. Some resorts are considering incentives to encourage the visitors to return to the property later this year. Some of those are bonus points, free nights, no-cost changes to reservations, and credits for on-site amenities.
- If there is a stay-at-home, quarantine, or other order that allows the property to remain open but adds strong restrictions to the use of common areas and reduces the volume of guests, the best practice has been to allow guests to stay with minimal operations and services available in order to restrict gatherings in public areas. That practice might include closing restaurants, game rooms, pools, and generally any common areas where groups might congregate. Larger operations with multiple residential units at a single location have closed buildings and consolidated operations into smaller sections.
- Other properties have decided to cancel all guests that are scheduled to arrive from regions that require mandatory quarantine when arriving to that destination (for example, Florida and Hawaii when receiving guests from New York or New Jersey).
During periods of uncertainly, it is critical to have strong communication protocols with guests, including frequent pre-arrival, on-site and post-travel information provided with empathy, transparency, and understanding for people’s fear and frustration.
If you have not already closed your resort and associated facilities you may be discussing that now. To the extent possible, resort managers should compensate for the unused portion of the trip.
As you are making these difficult decisions, while following any local or federal orders from your government, don’t hesitate to contact your RCI Account Team. If you decide to close or substantially curtail services, we can and will assist with quickly notifying your inbound RCI guests, if needed. Your RCI Account Team can also discuss what other tools and products RCI has available to support you during this unprecedented time.
As additional resorts are closing, we have posted RCI’s adjusted cancellation policy on our web site at rci.com. Our policy allows members to cancel so that they can make travel plans later this year. Please see RCI.com for the details and restrictions. If your owners wish to cancel they may contact us via chat, our cancel form on RCI.com, or call us at 1-800-338-7777 (RCI Weeks) or 1-877-968-7476 (RCI Points). Our Travel Guides are working safely from home to serve our customers.
Our hearts are with our affiliates who are trying to protect the health and safety of their employees and their communities, and members who’ve had to postpone long-awaited travel plans and push pause on so many important events. All of us at RCI are so grateful to our affiliates for being a part of our travel network –– and for allowing us to help make so many lifelong memories together for our members. It’s times like these where we realize the power of a moment, and time spent together. We thank you for being a part of the RCI community and will be here to support you every step of the way in getting our community back on vacation when the time is right.