I am from the hospitality
industry, A hotelier for almost 2 decades now. When I was in college in the mid 90s we learnt about the concept of timeshare. In fact a very good friend of
mine and a classmate at IHM Mumbai did his research project on the subject. Suman Motels was the pioneer in this
concept, bringing it into the Indian market which was warming up to the idea of
holidaying. Otherwise holidays would mean travelling to one’s native place or ‘gaon’
as the people of my generation would call it.
I loved the concept of
timeshare then and the idea as brought in by Suman Motels but I also felt that
they arrived ‘before time’ here and it never took off. Almost a decade later, in 1996 it was Club Mahindra that utilized the
idea of timeshare and launched Club Mahindra Holidays. Having done a bit of research on it and teaching my students
I had a fairly good understanding of the subject. But I also knew the loop
holes, drawbacks and the problems that the customers or members could face. I
will not use the word guest here as generally used by hotels on purpose as Club mahindra doesn’t really treat its members as that. I say this from experience as they
can’t handle customer queries forget considering any of their requests or
concerns.
The
background of how we became members of Club Mahindra
One evening in February
2009, when I got home from office hubby asked me to go along with him to the
Palm Beach Galleria, a Mall at Vashi, Navi Mumbai. I wondered why on a weekday,
he told me that he wanted us to visit the Club Mahindra holiday world, he had
had talks with one of the executives. The executive must have done some
hardcore selling is all I thought of. I being from the industry and
understanding the product wasn’t too keen on taking up a membership. Went
along, with hubby and my little son anyway. On reaching the office the
executive made us go through a presentation meant for the customers. Hubby was
impressed but I found it to be just okay.
I was expecting our second
child then and I knew it wouldn’t be possible for us to go on a holiday at
least in the next 2-3 years. But my protests were in vain as hubby said that
we’ll have a reason to go on a holiday and as kids grow up we’ll be able to
have a family vacation every year. I gave in; we registered for a 1
bedroom apartment. We got a 2N/ 3D complimentary holiday voucher, which we haven’t
yet utilized, even till date.
We
received our welcome kit and it sat in the cupboard comfortably
as husband Capt. Rajesh Todiwan went sailing and I got busy with work and the
arrival of our second son. Holiday wasn’t in the scene as yet. First time that
I thought of booking a holiday was in June 2011 when our younger son Abhinav
was touching 2 years. Made reservations and hoped that Capt. Todiwan was home
during that time, can’t be very sure of the sign off as it can get delayed at
times. As true to my fears, he couldn’t be home till mid June and I had to
cancel the holiday.
Then
booked one for December when its vacation time for me and the
elder son. But we didn’t get the requested dates so had to agree with the
suggestions made my Club Mahindra Reservations, for Safari Resort,
Corbett. Once this was communicated to hubby, he agreed and I planned our
travel and booked the tickets.We finally started looking
forward to our first holiday, hubby was excited and so were the kids. And
I was also looking for a nice break from routine.
The story continues to be
the same, we never get the booking at the resort that we look for. Doesn’t
matter how much in advance we try to book. The concern is the same for us,
Husband sails 4-5 months at a time and is away from home. When he is here we
don’t get what we request for. I keep talking to the holiday advisors but they
are only advisors and won’t do anything beyond that. Till date we have been able to utilise only 3 holidays and 4 resorts of theirs. It’s
absolutely no value for money. In fact we end up taking other holiday
packages and booking at other resorts so we end up spending much more. As a family we love to travel so take at least two vacations a year. Saving grace for me is my company's holiday plan.
While
selling the membership they make a lot of nice sounding
promises but once you are a member they take you for granted. Not only that you
keep begging for something that’s your right but your holiday advisors will
have a very standard reply, “I apologize”.
I am sure each one of them uses the phrase at least a 1000 times during one
work shift.
I am amazed at how I can’t
even get a weekend booking in a close by resort at Tungi in Lonavla. I have
been trying for more than a month or two. They give me only weekday offers. Who
gets the weekends? And how is questionable.
Anyone who is looking at
taking up Club Mahindra membership please don’t fall prey to their incentives
for sign ups. They give TV, smart phones etc on registration. It’s better to
buy those things rather than repenting all along for a bad decision made.
Another
amusing fact about them is that when you speak to a
holiday advisor the automated message tells you that your call may be recorded
for training purposes. But believe me there isn’t any training happening and no
one will ever respond to your agonies that were expressed. It’s just a farce!
As hoteliers we go out of our way to accommodate guest requests and do whatever
possible at times what seems impossible also, for them so that they enjoy
their stay with us or are delighted with our products. Club Mahindra certainly
doesn’t do so, its too much to expect from them. For instance when I was expressing
this to their customer care this morning the reply I got was that they were not
a hotel but that they were a resort…. Resorts are not hotels I guess according
to the friendly Club Mahindra and the members will always be at their mercy inspite of paying a hefty membership fee. We bought the highest season the Red season when we registered later they introduced a season higher than that the purple season and now they force us to upgrade. When we don't get the bookings how would we even consider that... it is but natural.
There are many options available these days the hotel deals and packages are very attractive and the best part being that they are available online.
I happen to come across a
great write up and a very correct analysis of Club Mahindra by Mr. Hemant Beniwal and I wish to share the link here, giving due credits to him.Had to use this write up to add value and support the facts given by me with his data.
No comments:
Post a Comment