This story is the first in a series designed to help advisors find the right match for their clients in different travel industry segments.
To the uninitiated, it may appear as though all-inclusive resorts are cookie-cutter replicas of one another. Travel advisors who specialize in this niche, however, are quick to point out that nothing could be further from the truth.
These agents will also tell you that planning all-inclusive resort vacations goes well beyond the individual properties they’re booking — it also involves ensuring that clients are matched to the right resort.
“There are so many things to take into consideration,” said Nicole Fairess, owner of We Do the World Getaways. “In today’s environment, many guests ask first about safety, followed by hurricane season and sargassum (seaweed) in the Caribbean and Mexico.”
After those first concerns, clients typically ask about the ease of traveling to the destination, as well as the length and cost of flights.
After several conversations where Fairess addresses all these questions, many clients will still opt for their dream resort, she said — even if the flight is a little longer or more expensive than they initially desired, and even if they know they’re taking a chance with the weather.
Making the Right Match
In addition to qualifying clients about their budgets, Jennifer Doncsecz, president of VIP Vacations, queries them on which resorts they’ve stayed at in the past and what they did or didn’t like about those properties.
The best question Doncsecz suggests that advisors ask their clients is what they envision for their vacation.
“I also ask if they are beach or pool people, and what type of food they prefer,” she said. “If they have allergies or exquisite taste in food, that is good to know before sending them options.”
Like Doncsecz, Taylor Martz Paffett — owner of Vibe Thrive Travel, which specializes in weddings and is an affiliate of Be All Inclusive — also pins down how much clients are comfortable spending per guest, where they’ve stayed in the past, and what they did and didn’t like about the resorts.
Martz Paffett also ensures that clients are aware of their options, including family-friendly, adults-only or combined resorts.
“Once we figure those first few items out, then we can start focusing on what their priority items are: Is a nice beach important to them, or are they more about the pool vibe?” she said.
Inspecting Resorts
When it comes to finding the right resort fit for clients, advisors stress the importance of seeing firsthand what they sell.
“The No. 1 thing is putting yourself in the shoes of clients — things like a rooftop bar at a family all-inclusive may be beautiful, but how much will your family client use it?” said Fairess of We Do the World Getaways. “Many all-inclusive resort clients will remain at their resort for most of their stay, so a wide range of activities, restaurants and services will make a weeklong stay more attractive.”
Fairess also pays attention to whether a property has varied nighttime entertainment, with options for everyone’s needs, as well as a variety of activities — such as watersports, resort activities and spa offerings — and upgrades like club-level accommodations and butler service.
Equally as important is the state of the property itself.
When I am staying at a resort or doing a site inspection, I always look at the bathrooms and check for mold or rusty fixtures,” said Doncsecz of VIP Vacations.
For Martz Paffett of Vibe Thrive Travel, the service and professionalism of staff are vitally important, as is a property’s “vibe and atmosphere,” she said.
As is the case with Fairess, Martz Paffett determines whether a given resort has preferred or club-level amenities.
“Definitely ask to try the food and snag a beverage if you can,” she recommended. “If you are at a family-friendly resort, ask if there are any adults-only sections, and request to see those. Always check out the spa and gym. Try to get a feel of the entertainment they offer.”
Choosing the Right Partners
Doncsecz is clear on which suppliers she will not book for her clients.
“I have a list of resorts that have direct booking incentives that typically undercut advisors and our preferred tour operators, and I stay away from those resorts,” she said.
Rather, she works with resort companies that she has long-standing relationships with to ensure that if any issues arise, VIP Vacations has someone to reach out to.
“As an example, we love working with Sandals and Beaches Resorts; their business development managers (BDMs) are quick to step in if anything goes wrong,” Doncsecz said.
For her part, Martz Paffett said she never pushes one brand over another “unless I know it is the perfect fit for a couple.”
As is the case with Doncsecz, Fairess works with resorts that offer active communication with all-inclusive resort companies’ BDMs.
“This ensures we can give our clients excellent service from start to finish,” she said.
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