Tag Archives: Ask an Agent

Rest Assured, Guest Services 24/7

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Here is a different look inside Guest Services at Barcelo Maya Palace Deluxe, which is just one of the many resorts we offer. I recently stayed at Barcelo Maya Palace Deluxe and had the opportunity to interview the Manager of Guest Services, Andrea Gonzalas. This was a great way to see how a resort handles client issues. Andrea personally explained to me the order of operations for Customer Care in Resort. More specifically, how Guests Services is available 24 hours a day, 7 days a week with a team of dedicated representatives that are able to tend to any need or resolve any concern.  Here are the top questions I asked…

MB: How does the Guest Services department communicate with our Apple Vacations Representatives in resort, if there is a customer concern? 

AG: Most times, if there is a customer concern, the guest will first contact the Apple Representative. The Apple Representative will work directly with our Guest Services department in coming to a resolution.  However, if the concern is first brought to Guest Services, our Guests Services department then contacts the Apple Representative to advise of the client situation and how the client situation was solved. We always communicate with our Apple Representatives to ensure our guests concerns are always addressed.  We follow up with a courtesy call to any guest who may contact our Guests Service department, to ensure the guest is completely satisfied.  Guest satisfaction is our goal!

MB: What is the escalation path if there is a client concern?

AG: Guests Services department is called first, and most times Guest Services is able to solve any concern brought to our attention.  The first and most important step if there is a customer concern is to contact Guests Services or the Apple Representative on resort.  Waiting to express any concern after a guest returns home makes it difficult for Guests Services to resolve any issues.

I think there is nothing more comforting than having a friendly and knowledgeable staff that will help make your stay unforgettable. If you are in resort and feel something is not being delivered as promised, make sure you speak up while in resort so you can experience the Apple Vacation you dreamed of!

Apple Vacations Loves Travel Agents!

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Apple Vacations' Sales team with Golden Apple Travel Agents from New Jersey

Apple Vacations' Sales team with Golden Apple Travel Agents from New Jersey

I know there is misconception that if you cut out a travel agent and go directly to the source, then you will save lots of money. There are a lot of things to consider when that statement is made. First, if either you or a travel agent pulls up a price on Apple Vacations site, the same exact price will come up. Of course, all things considered must be equal  - same date, departure city, destination hotel and class of air service.

So why should you use at travel agent? The #1 reason is their expertise. Most travel agents have traveled to our top destinations. They have seen the resorts, eaten in the restaurants and walked the beaches. If they personally have not been to a specific resort, then an agent in their office most likely has.

Apple Vacations also provides travel agents with year-round training including FAM trips where they visit and inspect resorts, seminars, trade shows, webinars and personal sales visits. Continue reading →

Say YES to Customer Service!

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Travel Agents, and even Apple Vacations, are often asked … why book with you, when I can go direct and book with an On-Line Travel Site and save a few dollars.

I say step back and look at the big picture. What are you really saving? OK, you might on occasion save a few dollars, if anything…  but what are you getting in return? What if there is a problem, or a delay or change in plans, who is there to help you?  Don’t you want a travel agent and a reliable Tour Operator like Apple Vacations to take care of you? Don’t you want a customer service team and representatives in your travel destination?

A friend of mine was planning a trip to New York for an event last fall. I told her to book through the hotel website as the cancellation policy was 4PM day of arrival. She found a rate of $20.00 less with an On-Line Travel Site. I said don’t do it! She did and when the event was moved by one day she was out 100% the cost of the room. She called and asked me for help, and there was nothing anyone could do. They would not allow her to move the date by 1 day. So she paid for a room she never used. Continue reading →

Do it yourself or hire a professional?

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For sale by owner or use a realtor? Manage your own stock portfolio or hire a broker? Cook yourself a gourmet meal or go out to dinner? Plan your own vacation or hire a travel agent. These are all things you can do yourself, but is it worth it?

As Director of Sales for Apple Vacations, I find value in travel agents because they qualify our customers. Their service and expertise helps customize the perfect Apple Vacation resulting in happy customers and repeat clientele. For us, its a service worth paying for and including in the price of our packages. Yes, I’ll admit, there are bad travel agents, but there are also bad restaurants, movies and sushi too!

In November, I will travel to 12 cities and speak to roughly 3,000 travel agents. I want to teach Travel Agents what you the consumer truly want from them. Please tell me, what would motivate you to use a travel agent on your next vacation? And then I’ll pass it along.

Apple Vacations Chicago Trade Show

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tradeshow0010Each fall I am extremely impressed when I land in Chicago to attend our WinterSun Trade Show event. The event was held this week, and the grandeur of this  year was no exception.

The day begins with the top hotels in Mexico, The Caribbean and Hawaii receiving their Golden Apple Awards at an exclusive luncheon. These awards are voted on by you – Apple Vacationers. The Golden Apple Awards are awarded to individual hotels based on achieving high levels of excellence for their staff and service. This luncheon is truly an industry list of who’s who. It is not Sales reps from each hotel, rather it is the individual GMs, owners, Presidents, Vice Presidents, Chairmen and CEOs. It is truly awe inspiring to see so many industry executives in one place. They are all competing hotels, but the air in the room is friendly and they are all proud of themselves and each others’ accomplishments. Continue reading →