I've been very impressed with GOV's commitment to listen to and address the concerns of their new target market. They're in a completely different place in their business life cycle...and I think they're doing things the right way. TTR is obviously much more established, but it will be interesting to see what effect GOV has on their approach to maintaining their popularity. With a 12 day TTR trip coming up for us, I almost wish we would have book a couple of days at GOV. I think the time I've spent around the pool and in Paty 'Os, I've always had too much fun to be concerned with what the DJ had playing. Once we hit the dance floor, we don't leave till the music stops...so he must be doing all right. I agree with the points made earlier about the wide range of ages and nationalities making the task of pleasing everyone an impossible task. If they played my IPod playlist all night...most everyone else might think it sucks. If they played yours, I may think the same.
It seems to me GOV is doing what they should as a new hotel in a marketing demographic with little competition. In order for GOV to succeed, they will have to lure guests away from TTR. If you have a similar concept, you need to market yourselves as the new guy and demonstrate how your concept is better than the old dog. You determine the weaknesses of the competitor and try to exploit it. TTR has a weakness, it seems, by not being transparent with their clientele. GOV is using that weakness to jump on the social media that has a heavy focus on TTR and pointing out their own strengths. Also, by bringing in old TTR staff members, you take advantage of concept knowledge and prior relationships. If GOV numbers go up and TTR numbers go down, then TTR will have to adapt to stay alive. All this being said, as long as TTR's numbers stay where they are, don't expect many changes. Kind of like, "if it ain't broke, don't fix it." People may complain and beg for changes, but if you still go in spite of the issues, they still get your business and the competition does not.
You could say they sell out a lot so it doesn't matter if they listen to customers, but I wholeheartedly disagree. If they took feedback seriously and actually followed through on making changes that the majority ask for (such as fixing all the broken shit) then the sellout rate would be even HIGHER. In that case, to balance supply with demand they would be able to further raise prices. The fact that they openly ask for feedback at checkout on those computer screens, and then seemingly do not listen to that feedback, is an insult to me and a waste of my time. This year for Week 8 I refused to take the survey as a result.
I think you'd be discounting how much they actually go through all of that stuff. Granted there are things such as converting the sports pool into a hot tub which they probably read and dismiss right off the bat, but they do make little changes here and there which shows to me that they are open to tweaking things a bit and not just stick rigidly to one set of plans
I think the fact that GOV is looking to be something different than TTR is the right approach. TTR is a really unique place that I don't think can be duplicated. GOV will be a different and unique option for an adult vacation - and one we're looking forward to experiencing. At home, we have a favorite bar...a favorite restaurant...a favorite strip club (couldn't resist)...but we go to other restaurants, bars...whatever. GOV is another option, but isn't trying to be another TTR. Options are a good thing. Temptation will always be our favorite, but not our only vacation destination.
I agree that TTR, especially now, should keep better tabs on improvements and customer complaints - they shouldn't sit back and react and instead should be proactive in some aspects. But if GOV does not prove to be viable competition, don't expect TTR to invest a lot of money for changes they don't deem necessary. The biggest way to affect someone's business is to spend your money elsewhere. Take a look at the Dallas Cowboys. They put a horrible product on the field due to poor drafting and a horrendous GM yet they sell out every game at some of the highest ticket prices in the league. Even though people complain about Jerry Jones and how needs to hire a GM, they still go and feed his wallet. If the games would stop selling out would he make changes? He would have to in order to survive and keep his wallet full. So, like Jerry Jones, as long as the company is bringing in good numbers, don't expect a lot of change.
As a few people have said, any time you go through a re-branding or concept change you need to spend a lot of time and effort supporting that brand/concept. Sadly most companies do not see a threat as viable until it starts effecting their bottom line and then they make changes or address the issues. Until TTR starts losing market share they have no reason to alter course or change the status quo. Not that I'm saying a lot needs to change. We've been to a few all-inclusives in Mexico and TTR is on par with comparably priced resorts I think. The benefits definitely outweigh any negatives at this point.
We have been to both TTR and GOV and we are very impressed with GOVs representatives on Cancuncare. They are just employees and don't own the place, but they have been a lot of help to quite a few folks that had problems. Sure GOV is just getting started in the "adult" resort concept, but they have done a pretty good job in last 4 months since we were there. They certainly don't want to be another TTR !!!. My wife and I am very happy that TTR is not another HEDO II. (if we wanted to watch older folks have sex, we would just look in the mirror). GOV has one huge difference over TTR and thats a great beach & water. Not a deal breaker (maker) for some folks, but it is to a quite a few. Kind nice to have a great beach and topless gals !!! I think the suggestions made by CCC members and Steve had done a LOT to create a more attractive resort for "us" !!! If you read some of the reviews on TA and other sources, a lot of the changes that "we" like, have not been embraced by quite of few of the Vanilla type guests. How would GOV mamnagement know that topless gals and cameras don't mix ?? or that people actually party past 1 AM !!!
