Issue 1, 2015 - Club Cascadas de Baja

Club Cascadas de Baja
M E M B E R S ’
J O U R N A L
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S P R I N G
2 0 1 5
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I S S U E
1
MANAGER’S MESSAGE
Dear Friends,
The word “crisis” is synonymous with
the word “opportunity” and this is the
attitude that the developer, the board of
directors, the Legacy Committee, Trading
Places, and your on-site management
took after Hurricane Odile, the largest weather phenomenon
ever to hit Cabo San Lucas occurred.
The day after the hurricane, Cascadas employees came on foot
to the resort (since there was no other means of transportation)
Just after the Hurricane
and on the very same day began the task of clearing the rubble.
Ours was the very first resort to react.
By the end of October we resumed operations, although there
were still six buildings out of service: 2, 3, 5, 7, 14, and 15. By
the time you read this we will likely have reopened buildings
2 and 3, and the remaining work will be completed within
a very short time. We are virtually building a new resort but
with the same philosophy originated by Ed Giddings – we feel
you’ll be quite surprised when you return and see the finished
product.
On Thursdays, check-in days, our staff wear polo shirts that
say, “WELCOME HOME - WE LOVE TO HAVE YOU
BACK.” We are family - both members and workers. For
my part I can’t find enough words of thanks for the selfless
donations made by so many of you to help our employees.
There are people who have lost everything to the hurricane.
The “Cascadas Cares” relief fund has delivered more than
$128,000 US dollars to our staff. The interesting thing about
this figure is that we are a very small community compared
with other resorts with as many as 30,000 members who
weren’t able to accumulate more than $10,000.) Thank you
very much on behalf of all of us!
(continued on page 3)
Annual Meeting Notice
The Cascadas de Baja Association’s
annual meeting of the members
is scheduled to take place on
Saturday, June 20 at 10:00 a.m.
(PST) at the Hilton Irvine/Orange
County Airport located at 18800
MacArthur Blvd, Irvine, California.
Dear Club Cascadas Members,
We are always mindful that it is
our privilege to serve you, and we
never take our relationship with
you for granted. Timely and open
communication is our highest
priority, even when it is to let you
know that we have fallen short of
the mark.
During the fourth quarter of
2014 through January and part
of February, our Reservations and
Accounts Receivable departments
were inundated on numerous
occasions with over 60,000 inbound
calls per day. This resulted in
excessively long hold times and,
needless to say, great frustration
on the part of many owners.
Call volume has always been at
its highest during the months of
January and February but, candidly,
this year we were caught off-guard
and for that, we sincerely apologize.
We have no excuses, but you may
be assured that we took swift action
to reduce the call wait times by
re-deploying existing staff and by
adding new staff. We will add even
more staff in advance of next year’s
reservation “crunch” time and will
continue to carefully monitor timeson-hold and dropped calls to keep
those metrics well within industry
averages.
Once again, our most sincere
apologies for any inconvenience
or frustration that resulted from
long on-hold wait times. Although
the Reservations Team is back to
promptly answering your calls,
we want to assure your members
and you that we are committed to
taking all necessary actions to avoid
any re-occurrence in the future.
Sincerely,
TRADING PLACES
INTERNATIONAL
Loren V. Gallagher
President & CEO
2
A Message from your Board of Directors
Dear members,
We have had an extremely challenging year!
With many wonderful improvements going on at the resort during maintenance
weeks, we had the unexpected and powerful hurricane Odile affecting all of Baja
California Sur in September.
My son Mark was on site when Odile plunged into Cabo San Lucas during the
night. Dawn was just an awesome sight but what was even more awesome was the
arrival of our employees, some having walked from their damaged homes, cars and
streets to be there at Cascadas to help us!
I will always be grateful to our onsite staff. Everyone worked diligently to help
restore our beautiful resort and we extend our thanks for your patience and love of
Cascadas as we recover from the hurricane.
Years ago my late husband Edward Giddings, developer, architect and builder of
Cascadas de Baja, in answer to a member who asked about hurricanes, replied,
“Cascadas is built like the ancient buildings in Egypt, thick stone walls, cement
bricks and mortar. It will be standing long after the Sphinx.”
Today I am proud to say Cascadas looks more beautiful than ever. The palm trees
are swaying in the soft Cabo breeze, the bougainvilleas are colorful and bountiful.
The buildings are fresh and stunning with many new and innovative design
features. Above all, the members have been very understanding of our efforts. The
Board of Directors and Legacy committee have worked tirelessly with the Giddings
family, Trading Places and onsite management to fulfill our obligation to our very
supportive members.
The Board of Directors, Legacy Committee and the Giddings family wish you
wonderful vacations at Club Cascadas de Baja that will create lifetime memories.
Sincerely,
Patricia Giddings, President
Club Cascadas de Baja board of directors
(Manager's message continued)
The Lighter Side
Pitching In!
From Member
Linda Hammersley:
I could write a book full of all the experiences we’ve had as a result of this weather event, but
I just want to thank all our members for choosing to return to your home-away-from-home,
for supporting us as you do, and for putting up with the construction noise (for which we
have no other option). On the other hand, all my respect goes to my team who worked above
and beyond expectations. I would also like to give very special recognition to Mark Giddings
who stood by us every step of the way and worked right next to us, taking the lead on the reconstruction effort.
Clean-Up and Repairs are Evident
Congratulations to everyone - it is a great privilege to work with and for you.
Yours truly,
Daniel Holzkan
General Manager
I just wanted to share the back story
on Skylar. She is nine, and several
months before she started first grade
she developed a life threatening auto
immune blood disease. Six blood
transfusions and three children's
hospitals before it was diagnosed and
then finally just disappeared! It is in
remission hopefully forever. She has
been to Cascadas and Chris & Val
Mills have taken our family to the
barrios and orphanage. Her heart
has been set on helping the worker's
children of Cascadas! Skylar is one of
three girls and she is so healthy and
each day is a blessing! Great being the
grandparents of five!
Skylar and two of her friends raised
$1,000 for a Cabo day care/preschool.
Pictured above is the play structure
they want to purchase.
After Odile
by Larry Greenberg and Richard Bort
The Club reopened on October 30, a few
days more than six weeks after Hurricane Odile
thrashed Cabo San Lucas with the worst winds
in more than 50 years. There was a joyous
celebration that day as the entire staff, who had
worked tirelessly ever since the storm, greeting
the arriving Members. Led by Daniel Holzkan,
General Manager; Reyna Gerhardus, Assistant
General Manager; and Mark Giddings,
the team of employees and contractors had
managed to get 88 percent of the villas back
into operation and complete the upgrading and
remodeling efforts planned before the storm
hit. This recovery was considerably quicker
and more extensive than most of the other
resorts in Los Cabos, some of which have yet
to reopen.
The worst damage was the loss of six palapa
roofs from Buildings 3, 4, 5, 7, 14, and 15.
The board of directors decided to replace the
roofs of the six buildings with flat concrete
roofs with domes, similar to the design of Casa
Giddings. While more expensive, the new
roofs would be virtually indestructible and
would not need replacement every 15 years
or so like the thatched roofs did. Demolition
and reconstruction began just as the rest of
the Club reopened, and the 14 villas in the
six buildings remained closed for an extended
period.
The board later decided to take advantage
of the opportunity provided by the closed
buildings to remodel the damaged interiors
of the eight villas on the upper floors, thereby
accelerating the ongoing remodeling program,
and delaying reopening by only a couple of
weeks. (The Perlitas on the ground floors of
each building will be remodeled later.)
The demolition of the palapa roofs,
construction of the new concrete roofs, and
remodeling of the villa interiors is being
covered by the resort’s Capital Replacement
Fund, which we were fortunate to have and
that permitted us to proceed without delay.
We are still awaiting resolution of our
insurance claims that will reimburse some of
these costs.
The Members visiting the Club since
reopening have enjoyed the beautifullyremodeled restaurant, watched the palapas
being rebuilt on the beach, observed the
gardeners hard at work restoring the plantings
and trimming the palm trees, and saw 50
to 100 workers busy scrambling on the
construction sites. Soon Cascadas will be back
to its tranquil normal that we all cherish.
3
TIPPING GUIDELINES
By Marty Russell
Most members are aware of the incredible job our maids
do in the cleaning of our villas, and most members are
also aware that our wonderful crew, like anyone in the
service industry, depends on tips for a majority of their
income. Members and guests continually ask what
amount is suggested to leave for them. To help in this
effort, the board of directors adopted a tipping guideline,
offered below.
Please understand that these are only guidelines and
you are free to make any decision that you choose for
your particular situation. If you have more people or
unusual situations or demands, then you may wish to
adjust accordingly. Feel free to give more if you like, or
if you have had exceptional service. We do think it is
important to be generous to allow us to keep the very
best staff in Cabo.
“How much should I tip my maid?”
If you stayed in You were
Villa….
assigned this
many maids…
Casa del Rey
Villa Sol
Estrellas
Arco
Perlas
Magdalena
Catalina
Porfin
Margarita
Escondido
Tortuga
Concepcion
Bahia
Malaga
Villa Cortez
Perlita
Las Palmas
Las Palmas
201 & 301
4
Deposited Weeks, Bonus Weeks and All That
By Larry Greenberg
Club members occasionally want to switch their weeks or stay for additional weeks.
There are several options, and a fair bit of confusion about them. Here’s a primer for
those who are confused:
If you don’t want to use your week, you can deposit it with Trading Places for future
use, or you could ask Trading Places to rent it for you. You could also do the following:
• Ask the Legacy Sales Office to find someone who wants to use it as a
Bonus Week and get your maintenance fee back
• Deposit it with Interval International (II) to use at one of their many resorts
…we
recommend
this amount
for tipping (per
week, in US
dollars)
If your unit is deposited with TPI, you can use it at one of their other resorts or
redeem it for another unit at Cascadas, but you may only obtain units that others
have deposited with them, so not every request for a given week and unit type can
be fulfilled. Remember, if you have deposited a prime unit in a prime week, it may
be very difficult to get something equally desirable in exchange.
Two
Two
One
One
One
One
One
One
One
One
One
One
One
One
One
One
One
$160
$140
$100
$60
$70
$50
$50
$50
$50
$50
$40
$40
$40
$40
$60
$30
$30
It is very important to remember that when you have made the decision to deposit
your week with TPI or Interval International (or anyone else), you no longer have use
and access to that week. It is technically “owned” by that exchange company. When
you complete a deposit of your week, an email will be sent to you acknowledging
that deposit. With both TPI and Interval International you have a full two years from
the arrival date of your fixed week to decide on where and when you want to vacation
using that deposited week.
One
$35
Bonus Weeks, which are issued by the Sales Office, are distinct from Deposited Weeks.
The Sales Office (Barbara Montgomery) has an inventory of unsold weeks and weeks
placed with them for maintenance fee refunds. This inventory is available for use as
Bonus Weeks and for occasional upgrades. If you want to use a Bonus Week, don’t
call Trading Places, call Barbara. If you need more weeks than you own, you can
rent them from TPI, use a Bonus Week through the Sales Office, or rent directly from
other owners. Better yet, buy another one and use it forever!
If you are bringing first-time guests, the Sales office offers a one-week Sampler Stay
in a one- bedroom unit.
For more information, contact:
Trading Places: Nick Burson [email protected] 800 365 7601
Sales Office: Barbara Montgomery [email protected] 888 846 5571
Club Cascadas has a Five-Star Team!
Below are just a few of the many examples of how your staff performs above and beyond to provide the best possible vacation
experience for its members and guests:
March 9, 2015
Hi Rory & Dave,
Sorry this is late in coming, my computer has been down. I'd like to thank all the Cascadas staff for the work that has been
done since the hurricane. The resort looks amazing, Mark and the workers have done a wonderful job getting things back to
normal. It won't be long until everything is back in place and as beautiful as ever.
First I'd like to thank Nick, Rory, and Barbara for making week 3 happen for my family to visit to Cascadas. It got a little
trying for awhile, but you guys came thru as usual and everyone had a wonderful time. My brother and his wife are even
thinking of moving over from Sunset because of the wonderful family feeling that Cascadas exudes.
Next, I'd like to thank Enrique and the front desk staff for their help and patience dealing with my three week stay and room
changes. Enrique even kept my extra suitcase while I was at Ocho. As usual Israel is the perfect go to person when help is
needed. I don't think I mentioned last year my friend broke her handicap stool and she asked Israel is she could buy one in
Mexico. Israel looked up a medical supply company in Cabo, and had her taken over by one of the security guards to buy
one. That is the kind of thing Israel does.
Africa is a Gem!! Working with her is so easy to get just the trip/activity that you want. She goes above and beyond in doing
her job.
I would also like to give kudos to the beach/pool staff for always coming up with umbrellas or moving chairs for us. The wait
staff on the beach always does a great job keeping up with the Miami Vices on the beach.
I love coming home every January and seeing all the smiling faces including Jorge and Felix with their Margaritas in hand.
I'm counting the days till next year.
Thanks to all,
Pat Perry
From a Comment Card Submitted on September 21, 2014:
“Israel, Albert, and Jesus administered CPR after I had cardiac
arrest, saving my life. Was told by my surgeons in San Diego that
only 2% survive sudden death cardiac arrest and if not for the
CPR, I would have died in Cabo.”
June 12, 2014
“Hello, my name is Erica DiPaolo and my father, Rod Friedman
has been an owner at Cascadas for years. We were there two weeks
ago from May 31 to June 5 and my father was very sick at the
time. Israel took wonderful care of him, helping us get a doctor
and driving us to the hospital and I cannot tell you how much it
means to us. When we got back, my father was admitted into the
emergency room here, his kidneys were failing. He just got out of
the hospital yesterday and is doing very well. I am so grateful for
the care of all the staff at Cascadas- I can't thank you all enough”
5
“Cascadas REALLY Cares”
So many Cascadas members opened their hearts and their wallets to contribute to the “Cascadas Cares” employee
relief funds. The generosity of our members was greater than anything seen in the Cabo area, and for this your Club’s
employees were exceedingly grateful. Below are photos of some of the beneficiaries of your generosity, as well as a few
letters of gratitude:
6
Jonathan Hernandez with Daniel Holzkan
Victor Sanchez with Daniel Holzkan
Aurelio Robles with Daniel Holzkan
Silverio Morales with Alberto Diaz
German Tezoco with Alberto Diaz
Moisés Ozorio with Alberto Diaz
Francisco Olachea with Alberto Diaz
Felix Noyola with Daniel Holzkan
Diego Mendez with Reyna Gerhardus and Daniel Holzkan
Chano de la Cruz with Daniel Holzkan
Felix Noyola with Daniel Holzkan
Rosario Montaño with Daniel Holzkan
Jorge Martinez with Daniel Holzkan
David Albaran and Concepción Murillo
Agustin Jimenez with Daniel Holzkan
Marino Rodriguez with Daniel Holzkan
Rene Juarez with Alberto Diaz
Luis Alberto Olea with Alberto Diaz
Luis Enrique Baños
Jimmy Castro
Brenda Reynoso Cruz with Daniel Holzkan
Reyna Gerhardus with Enedina Macedo
Letters of Thanks….
7
PRESORTED FIRSTCLASS MAIL U.S.
25510 Commercentre Drive, Suite 100
Lake Forest, CA 92630
POSTAGE PAID
LITHTEX NW
Write to board members c/o TPI at the above address.
Front Desk: 011 52-624-14-31882
Resort Fax: 011 52-624-14-31881
Mexico Tourism Office
800-262-8900
E-mail:[email protected]
Website:
www.clubcascadasdebaja.com
TPI Corporate From Mexico 001 949-448-5150
Club Cascadas de Baja disclaims any responsibility for claims made or
the performance of goods and services advertised in this newsletter.
OWNER SERVICES
800-365-7601 ext. 1 | [email protected]
• Deposit your week (TPI, II) / Inquire about your contract
• Re-confirm your arrival date - this can also be done online at
www.clubcascadasdebaja.com/reservationrequest
• Pay maintenance fees
Important Maintenance Fee Information
Regular association dues are billed annually and are due and payable
per your ABC policy. A statement is mailed to you as a courtesy; nonreceipt of a statement does not relieve you of your financial obligation.
Pay Online at www.clubcascadasdebaja.com/pay
Questions about your Maintenance Fees or Assessment
Billings? Call the Accounting Department at 800-365-7601
ext. 7 or e-mail [email protected]
EXCHANGE
800-365-7601 ext. 3 | [email protected]
• NO MEMBERSHIP FEES
• Popular locations
• Low exchange fees & ONLINE exchange option 24/7 at
www.tradingplaces.com/EXCHANGE
TRAVEL & CRUISE
800-365-7601 ext. 6 | [email protected]
• Air, car, hotel, cruise, and vacation packages
www.tradingplaces.com/TRAVEL
CST # 1008862-10
RENTAL
800-365-7601 ext. 4 | [email protected]
• Rent additional time at Club Cascadas, or other TPI resorts
• List your Club unit for rent
• Rent additional nights at Club, or other TPI resorts
GOT BOOKS?
Don't forget to toss a few books into your suitcase next time you visit Club
Cascadas. The lending library is hungry for some new reading material!
Did You Know?
Getting from the Los Cabos airport to Club Cascadas is a breeze when you book
your transfer with TransCabo. For the reasonable price of $22.00 per person
(including tax), you will ride in a cool, clean and comfortable shuttle van straight
to the front steps of your home-away-from-home.
Please go to www.tradingplaces.com/travel/caboground for more information
and to make your transportation reservations.
www.tradingplaces.com/CONDOCONNECT
• Up to 70% off last-minute vacation rentals
www.tradingplaces.com/HOTDEALS
• Great weekly rates. . . Plan ahead!
www.tradingplaces.com/SUITEDEALS
RESALES
To buy, sell or inquire about the Cascadas Vacation Legacy, contact the
on-site sales team at 888-846-5571, 949-640-8742 in California,
or e-mail [email protected]
RESORT MANAGEMENT
As your management company, Trading Places is dedicated to making
your property the best it can be. Please feel free to contact us at any time.
WANT THE LATEST NEWS about your resort and association?
Visit your Owners Corner online at www.clubcascadasdebaja.com/owners
Username: ccdbPassword: baja
It is also important for us to have your most current e-mail address, which can be
updated online at www.clubcascadasdebaja.com/changeofaddress.
We will keep you up to date with important notices, special offers, and general
communication from your board.