MemberSite_XML_Dynamic_EUR_eu-board-directors-march-2023-update

Dear Member of The Club,

Your Board of Directors is always keen to improve communication with European Collection Members. Following both the recent Board of Directors Meeting and Resort Member Representatives Meeting, we’d like to take this opportunity to update you on some of the topics discussed.

Availability

The board recently worked with the EU Collection developer to facilitate additional inventory being made available within the European Collection for Members in 2023, which has already been released. This extra inventory was made possible by using the existing Reserve Funds balance from our resorts’ closures in 2020 and 2021, and at a cost that, in our opinion, represented a good value to our Members. Equating to almost 11,000 nights of accommodations, the extra inventory is located at a range of resorts and dates where the level of demand by Members outweighs normal availability.

To further protect the European Collection, the terms of the arrangement were established so that in the event any of the extra inventory is not booked by Members, the European Collection will only pay for the inventory that is used, thus ensuring that there is no waste of funds. Please note that this inventory will not be available on ‘Pointsaver’, meaning it will not be discounted within 59 days.

Separate from the additional inventory, availability still remains at properties in 2023 and early 2024. If you are having trouble making a reservation, The Club Contact Centre is available to assist at +44 (0)345 359 0005. Please keep in mind that the more flexible you are with your travel date and destination, the more options you will have when booking.

Members wanting to stretch their points further should consider European resorts that have below-average pick-up rates at certain times of the year. This includes Woodford Bridge Country Club, Le Club Mougins, Diamond Suites on Malta, Village Heights Resort and, later in the year, Los Amigos Beach Club.

Company Update

Hilton Grand Vacations continues to assess its rebranding plans for the European resorts. So far, the Diamond logo has been removed from most resort signage. It is anticipated that any remaining Diamond signage at the resorts will be replaced in the coming months. HGV is covering the main rebranding costs, such as signage and collateral, needed to meet its brand standards.

Member Appreciation

Most resorts now offer on-site, exclusive Member discounts. Depending on the location, the discounts may include restaurants, on-site shops, spa treatments, complimentary wine on takeaway orders and Member-only swimming sessions.

You can receive information on these discounts by agreeing at check-in to receive text messages from Kipsu, HGV’s on-site text messaging service. In the UK, messaging will be sent via SMS text, and in the rest of Europe it will be delivered on WhatsApp. Members are encouraged to sign up, as it also provides direct contact with the resort team should you need any assistance during your stay. Please Note: To enable the service, you must respond within 24 hours to the first message received. Otherwise, due to data protection requirements, the communication channel will close automatically.

Resort updates

Following are highlights of work underway at our resorts:

• Renovations at Sahara Sunset Club (reception), Santa Barbara Golf & Ocean Club (reception) and Pine Lake Resort (flood alleviation works) are now complete.
• At Royal Sunset Beach Club, the extensive pool work is now finished, with the drainage and re-tiling work also completed, and at Royal Oasis Club at Pueblo Quinta work is still ongoing on the installation of 38 solar panels to provide electricity for the gym, jacuzzi and sauna.
• The pool at Alpine Club remains closed and the re-opening date will be communicated on the property website once a new date is established. The sauna and jacuzzi remain open.
• Your board has discussed the electricity situation at The Kenmore Club, along with the supplemental charges being applied per night. The difference between the fixed charge levied per night and the cost of a metred charge is minimal, according to the management team. The organisation is only legally allowed to cover the costs related to energy usage. We also expect there to be some reduction in the daily charge as we move into spring and summer. As a reminder, this is a unique situation at Kenmore and we do not anticipate supplementary electricity charges at any other resort at this time.
• At Sahara Sunset, sandstorms (calima) are discolouring the white façade. To address this issue, the exterior will be repainted to another colour to prevent the discolouration from being too noticeable in the future.

In more general news, solar power installation is being considered for several resorts. In properties where solar power panels are already installed, we are seeing offsets in operational energy costs. In addition, new food and beverage operators have been appointed at many of the resorts that faced service disruptions during the pandemic, and we’ve heard excellent feedback. We encourage you to pay them a visit next time you’re on holiday.

Finally, please know that your feedback delivered via on-site survey scores is important. We’re happy to share that recent scores remain highly favourable, reflecting the outstanding efforts made by your resort management teams.

Communications

HGV continues work on the integration of Diamond legacy properties. Below are a few situations you may have encountered and possible Member solutions:

• Saving Points Online: Annual points can be banked online any time before 30 June. If you need more direct assistance, contact Member Services at +44 (0)345 359 0005 or, when available, use the chat option on your Club website.
• Cancelling a Home Week Priority Booking: To receive a points credit for cancelling your Home Week Priority booking, contact Member Services at +44 (0)345 359 0005.
• Email Communications: If you believe you are not receiving emails, first visit The Club website and confirm you are registered to receive emails. It is then advised to check your junk or spam folder to make sure emails are not being delivered there. Finally, if you still need assistance, contact Member Services at +44 (0)345 359 0005.

If you have additional questions, please visit the Ask Your Member Directors section of the Forums website.

We hope that you continue to enjoy wonderful holiday opportunities. 

Our best wishes,
The Club – Diamond Resorts European Collection Limited Board of Directors