Entry for “Best Customer Service”- TaraNova Vacation Club
TaraNova is not only appreciative but extremely honored to receive pervious GNEX Best Customer Service Awards. With this great encouragement, we continue each day to provide the Best Customer Service to our members.
Customer Service was certainly put to the test like never before for all Timeshare, travel Club’s and just travel in general during these unprecedented years, due to Covid19. The travel industry has never seen such Chaos, uncertainty, and disappointments.
After 30 plus years in business, TaraNova has done more personalized service, cancellation & rebooking’s in the last 2 years then in our entire time in business. Due to our years of experience, unique inventory supply and management, we have been able to accommodate our members with their vacations by not have them lose any of their weeks. We even extended their time frame in which they can use their vacation weeks providing more flexibility and ease for our customers. In addition, since many of our staff were working remotely, our hours of service extended to weeknights and weekends. Again, providing an extra level of service.
TaraNova is proud to announce that we collected over 98% of maintenance fees for both 2020 & 2021 (covid years). We believe this is mostly contributed to our continued success in making our members happy and fulfilling their requirements. TaraNova is and always has been about customer satisfaction which results in high member retention!
One of the largest ongoing pressing concerns/issues in the industry today is Timeshare owners being “stuck/locked in” paying endless years of maintenance fees and not be able to “get out” of their Timeshares. That said, TaraNova continues to offer a guaranteed maintenance fee cash/credit back program. We also developed a “Amendment” offer to provide members with shorter terms & more suitable memberships. TaraNova also continues with a Release/Cancellation option. All of these options have provided huge relief to our membership base and made TaraNova one of the most flexible and accommodating Timeshare companies in Canada. These services/programs have offered our long-term & aging members some comfort and better strategies moving forward using their Timeshare.
Few years ago, TaraNova implemented a customer service program that, for the most part, helps to prevent issues BEFORE they occur. TaraNova reaches out to guests BEFORE their vacations to find out how many guests are in their party and as much detail as possible about their expectations and requirements. This helps on many levels: Assignment of units according to their party size (adults/children infant requirements); Expected tours; Arrival times (so that late check-in instructions can be discussed); and physical restrictions such as elderly to have less stairs, etc. We start their vacation experience on the right foot! In addition, TaraNova continues with our follow-up survey upon the customer’s return. This helps us to address any issues in the units (so the next guests do not get affected) & address any concerns in order to ensure & improve future guests’ vacations.
TaraNova continues to utilize rental and resort-based income as an offset against maintenance fees. We are proud to state that we have kept our maintenance fees without any increase for eight years in a row. We continually seek ways to bring in more income to offset costs.
Thank you to all the judges for their time in reviewing our entry.