In Today’s Digital World, Perception Is Reality
In the vacation ownership industry, the post-sale experience is just as critical as the sale itself. With social media and online reviews now central to decision-making, your company’s digital presence can directly influence a member’s confidence—or hesitation—before and after they buy.
At Vacation Ownership Advisor (VOA), we’ve seen firsthand how positive digital engagement can strengthen loyalty, reduce cancellations, and help members feel supported every step of the way.
The Power of Positive Social Media Reviews
Online reviews are the new word-of-mouth. Whether it’s Google, Facebook, Yelp, or TripAdvisor, prospective members are reading reviews before committing—and existing members are doing the same post-sale to validate their decision.
Here’s what we’ve learned:
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A lack of reviews creates uncertainty.
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Outdated or unresponsive profiles give the impression of poor service.
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Negative reviews left unaddressed can lead to regret, hesitation, and cancellations—often within the first 30 to 90 days after a purchase.
In contrast, positive reviews reinforce value, showcase real success stories, and prove that the service works.
Why a Strong Social Media Presence Matters
Your brand’s presence on social media is more than just a feed—it’s your public voice. A strong, consistent presence shows your current and future members that you’re active, available, and committed to their experience.
A neglected or inactive page can be just as damaging as a bad review. Members need to see that your company:
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Cares about their journey
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Engages with real people
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Shares helpful and exciting content
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Responds quickly and professionally to feedback
How It Impacts the Member Experience
The vacation ownership journey doesn’t end at the point of sale—it begins there. When members don’t hear from their concierge team or can’t find recent updates from your brand, they begin to question their decision.
This often results in:
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Reduced engagement with services
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Underutilized ownership benefits
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Increased refund and cancellation requests
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Lower trust in the brand’s value proposition
But when your team posts consistently, shares real member wins, and provides education and support through social platforms, your members feel seen, heard, and empowered.
What VOA Recommends: A Smart Social Media Strategy
To strengthen trust, engagement, and long-term retention, here’s what we recommend for vacation ownership brands:
1. Post Daily Across Key Platforms
Stay active on Facebook, Instagram, LinkedIn, Google Business, and Threads. Share:
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Member success stories
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Travel tips and destination spotlights
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Promotions or seasonal booking tips
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Behind-the-scenes concierge support
2. Request Reviews at the Right Moments
Ask satisfied members to leave reviews right after a successful booking, resolution, or support call. Positive energy creates authentic endorsements.
3. Respond to Reviews Promptly
Whether it’s praise or criticism, responding professionally shows that your company is active, accountable, and member-first.
4. Use Social Content to Educate
Turn common questions into quick reels, graphics, or posts. Help members understand how to use their points, get the best rates, or access concierge support.
Final Thoughts
The modern vacation owner is connected, informed, and influenced by what they see online. Positive reviews and a strong social media presence aren’t just marketing tools—they’re essential parts of the post-sale member experience.
At VOA, we believe that every vacation ownership brand should invest in building digital trust. When done right, social media becomes the bridge between the sale and a lifetime of member satisfaction.
Your members are watching. Make sure what they see builds confidence—not doubt.
