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TripAdvisor and ‘Tween Waters Island Resort & Spa

DID YOU KNOW? TripAdvisor is a huge source or referrals for reservations for many hotels, but most people don’t leave a review, and many only leave reviews if they’ve had a negative experience.

I recently found out that ‘Tween Waters actually examines every review and when there are positive reviews or specific mentions of staff, they share those reviews with staff. They read every review and even respond to most — negative or positive.

Due to the nature of reviews these days, the resort takes TripAdvisor into large consideration when making decisions about the future of the resort. When they receive comments on individual updates to rooms, they respond immediately with the maintenance staff. When they received positive feedback on deals, promotions, renovations, or even staff actions and reactions, they also then utilize those to make new policies and standards for their staff training.

What I’ve noticed most about TripAdvisor is that they are constantly changing the way they evaluate and rank hotels. Currently, when search results are displayed, TripAdvisor shows first hotels with the best value. But ‘Tween Waters doesn’t rank high in value, because they do not often integrate their rates into TripAdvisor (it’s best to book direct with ‘Tween Waters). Therefore, they aren’t going to appear under “value” rankings, because they have no value (rate) associated with them. This is a flaw in the TripAdvisor system that causes the resort to lose out on potential customers like you, because they aren’t aware of how the data is being pulled. It’s imperative to be an educated consumer, but even educated consumers wouldn’t know why ‘Tween Waters isn’t listed under best value without knowing these ins and outs.

So if you love our little slice of paradise, and have stayed with the resort recently, then you’ll want to make sure to leave your positive and constructive feedback, so that not only are your ideas and feedback considered for the future, but also so that the resort has a future to speak of. They’re depending on you!

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Meet the ‘Tween Waters Management Team

Sanibel Captiva Management Team

I’ve had the opportunity to spend quite a bit of time with the ‘Tween Waters Island Resort & Spa management now, and have learned a different side to the hotel experience. When many of you visit the resort, you see hard working individuals riding golf carts, cleaning rooms, serving meals and drinks and spraying down surfaces, and I’ve come to appreciate each and every working piece and person to a resort. But when many of you don’t see the management side of hotel.

Meet General Manager Brett Gooch. Not only does he manage two little girls at home, but he’s also managing things at a huge 138-room resort. Oh wait, make that two 130+ room resorts (he’s also the GM at West Wind Inn). Did you know that Brett personally addresses TripAdvisor reviews? Anyone who has worked in customer service knows how difficult a disgruntled customer can be, and Brett handles it with grace and patience.

Meet President, Doug Babcock. From beach cams, to new furniture and equipment, to marketing and those discounts you receive on your stays, Doug is heading the charge on my financial and marketing ends. He’s also the General Manager of the sister vacation rental company and president of the overall Sanibel Captiva Beach Resort company. But did you know when first started, in order to get an understanding of all aspects of the resort, he did everything from take out garbage to work in the kitchen? He installed Christmas lights, did beach duty and even parking duty. Talk about involved!

Lastly, I’d like you to meet the man, the myth, the legend, Tony Lapi. Most long-time guests have met and seen Tony Lapi around the resort. This CEO of a major island resort is often found painting, fixing, installing and riding around on a tractor. He’s also been known to carry luggage to rooms, park cars, greet guests, and install renovations. Somehow, he finds time to be a generous and caring human being known to hang out at the Crow’s Nest for a drink, donate to the United Way and fight water quality issues. And did I mention he has a marshmallow gun for holiday events?

What I took away from meeting with the management of ‘Tween Waters was that no matter you position or how much you make, how long you’ve been with the organization or what else is going on in your life, the people who own and work for the resort care. They care about making a difference and truly proving their mission statement: to deliver a warm, friendly and memorable island resort experience that provides value to all our guests resulting in a desire to return. So on your next vacation, if you notice one of these friendly faces, be sure to say hello to the management team.

(Photo Left to Right: Brett Gooch, Doug Babcock, Tony Lapi and Rick Boyd)

 

 

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Introducing Our One-of-a-Kind Million Dollar Breakfast Giveback!

Breakfast Policy GivebackEarly in 2017, ‘Tween Waters Inn Island Resort & Spa surveyed more than 30,000 of our past and future guests and asked them one question: How do you like your breakfast served?

For years, ‘Tween Waters Inn has provided continental breakfast buffet as an amenity with your room rate. But we heard that more and more of today’s guests wanted a choice regarding breakfast. So we asked — and the majority of those 30,000 we asked told us they preferred the option of choosing the kind of breakfast they want, rather than paying for something they may not want.

As a result, starting January 3, 2018, breakfast will be 100% your option. Instead of continental breakfast buffet included in your room charge, you can choose a delicious hot breakfast from our Captiva House menu. A light breakfast, like coffee and a bagel. You can choose to eat in your room. Or skip breakfast altogether.

Here’s the best part: In return, we’re reducing our rates 8% across the board — that’s every room, every night — which amounts to what could be $1 million you, our guests, could save next year!

Great savings. And your choice on breakfast. We think that’s a win-win for you. Thank you as always, from all of us at TripAdvisor’s top-rated Captiva Island resort!

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