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May 2018 Industry Report

I would like to share two examples – one positive, one negative – wherein a polite “no” resulted in very different outcomes in the golf industry.

 

THE GOOD: Several years ago, I had an appointment with the president of the Four Seasons Hualalai on the Big Island of Hawaii. The exclusive resort community delicately balances the needs of residents and resort guests. From the beginning Hualalai had a strict policy – if you weren’t a homeowner or resort guest – you couldn’t make it past the guard gate. After my meeting, I headed to the airport for my red-eye flight back to Los Angeles. Realizing I had six hours to kill, I made a U-turn back to Hualalai with the notion to use its fitness facility for a workout and burn time before my flight departure. Although the same security guard was on-duty and he recognized me, he said “no” and couldn’t let me pass through the gate without approval. Why? I wasn’t “on the list” for reentry. I didn’t want to ruffle feathers by asking him to reach out to my contact, so I left and spent four hours at a Subway restaurant passing time. The relevance of the story: no matter who or why, Hualalai stands by its restrictive entry policy which has solidified the club as one of the most exclusive in the country.

 

THE BAD: Boca Raton Resort & Club had a guest entering the pool, wherein the child-safe gate quickly closed, smashing into the guest’s face and breaking his eyeglasses. Management quickly responded with an offer to replace the eyeglasses and comp his room for one night. Insulted with the generous offer, he refused, and demanded his entire stay be complimentary. The general manager was insulted with the request, said “no,” and dug-in his heals.  Lawyers on both sides became involved and at the end of the day, thousands of dollars were spent by the resort on legal fees and the case was dismissed with no damages ordered. The cliché played out, everyone lost except the lawyers. Not only did the resort lose a guest, the guest probably bad mouthed the resort to all friends and family.

 

Did you know?

With six courses, Bermuda has one of the highest concentrations of golf per square mile in the world. Roughly a 2 ½ hour flight from the East Coast, two of the island’s standout choices to play are Mid Ocean Club, a classic C.B. Macdonald design with surprising elevation change, and Port Royal Golf Club, ranked one of the world’s best public courses with 13 ocean-view holes Golf Digest accurately captured the appeal by reporting, “hard to say which is better—Bermuda’s golf or its ocean views.” More: www.GoToBermuda.com.

 

Seven wonders of golf in the Ozarks

There is no shortage of golf opportunities at Big Cedar Lodge in the heart of the Missouri Ozarks. Seven masters of the game – Arnold Palmer, Jack Nicklaus, Tom Fazio, Ben Crenshaw, Bill Coore, Gary Player, and Tiger Woods – have left their mark at the resort. More: www.BigCedar.com.

 

Bullish for Golf

The Waste Management Open at TPC Scottsdale (considered the biggest party on the PGA Tour) drew 719,000 spectators this year with an economic benefit to Scottsdale of over $400 million. For more information on more than 200 courses you can play in greater Scottsdale: www.ExperienceScottsdale.com.

 

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