So the Sandals Resorts saga continues.
When I posted the last bloig note, I had submitted a comment on their site about the marketing error they made promoting a US contest in a Canadian pub (Read post).
After an automated reply indicating someone would respond, I received a prompt reply back the next business day apologizing for any misunderstanding. Okay, good, that's a start and much appreciated - I'll even overlook the text email coded in html, they apparently wanted me to log on and view the response in pretty html, rather than just using my finger to scroll down the email I was reading) - It all went downhill from there.
I was dumbfounded when I then read:"Promotions are extremely dynamic and we try to be as egalitarian as possible, however, not all promotions will always be applicable to all markets."
What does that tell you?
Either that they chose to have their ads in Canada run this promotion available to US residents only, knowing full well it wasn't available to Canadians and didn't care; or that they still don't get that the only people who will see those ads in this publication are Canadians, so there's nothing egalitarian about it - unless they choose to run a contest only for Canadians in their US magazines. Wonder what you think would happen there?
I decided to reply to this email, indicating my frustrations and laying my elusive "I'm an online marketer" cards on the table. I let them know my disappointment as both a consumer and a marketer. Apparently they don't seem to care. I haven't heard anything back from them in over a week. I waited before posting any updates to this story so that I could be fair and give them a chance to respond before posting another negative comment here. My patience has run dry I'm afraid.
Sandals Resorts - you should be ashamed at yourselves for some of the worst direct-response marketing I've seen in ages.
For your reading pleasure, I have copied below their original response as well as my reply, removing of course, the email addresses in the nature of privacy....
----- Forwarded Message ----
Sent: Saturday, February 24, 2007 1:08:35 AM
Subject: Re: Sandals Operator Issue Response,issue_id:206385
Thanks for your reply.
While I can understand not all your promotions are applicable to all markets, I can't understand why you would knowingly run a promotion in a Canadian publication to promote a US-only based contest. You would think you would either leave the url off the ad entirely, or promote something specific to Canadians.
If I were reading a US publication, I would expect I might not be able to enter the contest. However, as I am reading a Canadian publication, as a consumer, I expect to receive offers that are relevant to me, including contest promotions.
As somone who is actually in the marketing and advertising industry, I find this very misleading and unprofessional and would never advise my clients to market their products and services this way.
Regards,
----- Original Message ----
Sent: Friday, February 23, 2007 12:20:28 PM
Subject: Sandals Operator Issue Response,issue_id:206385
The issue you submitted has been answered!
You may view the response history on the ETS Response Center
at the following URL:
http://ets.sandals.com
Please remember that your password is case sensitive.
Copy of Response:
Subject: Thank you for contacting Sandals and Beaches Resorts
Message:
Thank you for contacting Sandals and Beaches Resorts. We appreciate the opportunity to assist you.
We apologize fo rany misunderstanding. We have market specific promotions because not all markets are the same. At times, we offer promotions that are more focused on our non-US visitors. At other times, we have intra market promotions such as our Midwest or West coast - USA promotions.
Promotions are extremely dynamic and we try to be as egalitarian as possible, however, not all promotions will always be applicable to all markets.
Thank you for choosing Sandals and Beaches Resorts.
Best regards,<
Unique Vacations, Inc.
Sandals & Beaches resorts
http://www.SANDALS.com
http://www.BEACHES.com
Toll Free 1-800-SANDALS
Toll Free 1-800-BEACHES
For current promotions offered at our Beaches resorts please visit http://www.beaches.com/general/specials.cfm
For current promotions offered at our Sandals resorts please visit http://www.Sandals.com/general/specials.cfm
This communication contains information from Unique Vacations, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.
0 comments:
Post a Comment