Last updated: 12:00 PM ET, Wed September 21 2016

What Happens When A Resort Takes My Client?

Dear Tammy: What happens when a resort takes my client? They are offering my client a deal they couldn’t refuse, so they didn’t. I can’t believe it happened and I have no idea how to stop it from happening again.

Tammy: I know it’s frustrating that resorts feel they need to do this and take your valuable business away. Rest assured that not every resort is doing this, but there are some out there that ruin it for the rest of them.  I work with and talk to many agents every day and in the last few months, I’ve been hearing more and more stories about how agents are losing business – say a destination wedding or an incentive group -- to resorts.

I’ll admit that it’s actually happened to me. I personally lost a group to a huge resort chain because they made my client offers and concessions that I just could not match. As a result, I lost the commission. Since I had proof of the offers that I had written to my clients, I then wrote to the GM of the resort and demanded my commission. Most importantly, I made sure to copy my attorney on the letter. The resort had no choice but to pay me.

So I offer this advice to you: First, secure your client and tell them to let you know about anything that the resort or another agency gives to them so that you will be able to match it or provide an even better deal. Make sure you have everything between you and your clients in writing as back up. Then, if you have to do what I did and go back and demand your commission, you have the letters which prove your communication between the two of you. You can then demand what is rightfully yours. 

Most of all, sell your trips with confidence and assure your client that there is no reason to go anywhere else.