LHVC Guest Engagement Opportunity

At a Glance

80,000+

members across properties in the Dominican Republic, Mexico, and beyond. Member data may be spread across multiple PMS environments and a third-party loyalty platform.

separate member-facing platforms a guest may navigate in one stay: main site, lhvcresorts.com, INTrave'L portal, lifestyleexcursions.com, and the Ying Yang Spa app. Each may hold its own data.

80K+

members across a multi-destination portfolio. At this membership scale, even a modest improvement in retention through behavioral data compounds significantly across the base annually.

countries where LHVC is present - one membership brand across a multi-destination portfolio. The member expects a seamless experience across all of them. The data architecture may not yet support that expectation.

Opportunity Indicators

Industry benchmarks and estimated gaps based on LHVC's scale and signals. Actuals will differ; these frame the conversation.

Revenue Gap Framing

Directional

based on member scale

Reconnecting outsourced loyalty data and unifying member profiles across LHVC's multi-property footprint creates a revenue opportunity that compounds with membership scale

Member Lifetime Value Uplift

Measurable

▲ with connected member data

Resort and vacation club groups that unify member data across all properties consistently report LTV improvement; the gap is widest when loyalty data is outsourced

Loyalty Data Under LHVC Control

Partial

▼ outsourced to Arrivia since 2011

Travel redemption data for 80,000 members lives in Arrivia's platform. Member behavioral signals may not be flowing back into LHVC's own systems

Member-Facing Platforms

▼ fragmented member journey

Each platform a member touches in one stay may hold separate data, creating blind spots in the member relationship and no single source of truth

Renewal Rate Uplift (Behavioral)

Significant

▲ vs. calendar-based outreach

Vacation clubs using engagement-triggered renewal campaigns consistently outperform those using fixed calendar-based outreach on renewal conversion

AI Readiness Posture

Blocked

▼ Data prerequisite not yet in place

AI personalization, churn prediction, and renewal scoring all require a unified member record as their input. With 5+ siloed platforms and loyalty data outsourced to Arrivia, that prerequisite is not yet visible from public signals.

Where the Opportunity Sits

Each signal maps to a specific gap and a concrete capability LHVC could activate.

Signal Observed	Likely Gap Behind It	WillDom Capability
Arrivia white-label loyalty platform in place since 2011 for 80,000 members	Travel redemption behavior and member engagement signals may be sitting in a system LHVC does not own or fully control. That data could be invisible to LHVC's own sales and retention teams.	Member data architecture that creates a unified profile layer above Arrivia and any other third-party platform, so LHVC owns a complete picture of every member regardless of which system touched them last.
5+ separate member-facing platforms across the LHVC ecosystem	Each platform a member touches may write data to a different environment. Excursion bookings, spa visits, room reservations, and loyalty redemptions could all be invisible to each other.	Cross-platform data unification: connecting PMS, excursions, spa, and loyalty touchpoints into one member record so every team sees the full relationship, not just their slice of it.
Properties across Dominican Republic, Mexico, and beyond under one membership brand	A member who stayed at Crown Villas in Puerto Plata and is now looking at Cancun may appear as a new, unknown guest to the Cancun property. The cross-property relationship may not be visible at the moment it matters.	Unified cross-property guest profile: ensuring that a member's full history, preferences, and spend signals follow them across every LHVC property and destination.
John's background: Director of Business Development for the Caribbean at RCI	John has seen what a well-functioning exchange and member development infrastructure looks like from the outside. The gap between that external vantage point and LHVC's current fragmented stack is likely very visible to him.	A peer-level conversation about what a modern connected loyalty architecture looks like at LHVC's scale, grounded in what John already knows is possible from his RCI experience.
Member complaints signal reservation and communication system failures	Publicly visible complaints about reservation requests going unanswered for weeks may point to broken handoffs between systems rather than individual team failures. Disconnected tools create invisible gaps in the member journey.	Member communication orchestration: ensuring that every member touchpoint, from inquiry to renewal, is visible to the right team at the right time, regardless of which system originated the request.

Channel Engagement Snapshot

How LHVC's current visible channels compare to best-practice benchmarks for luxury vacation clubs of similar scale.

Channel	Current Signal	Benchmark	Opportunity
Instagram / Social	Active presence across multiple accounts; lifestyle and resort content	Top-quartile clubs connect social engagement signals to identifiable member or prospect records in a CRM	High
YouTube	Video content active; destination and experience-led	Leading clubs use video view depth as intent signals for membership and renewal outreach	High
Direct booking / web	Multiple sites (lhvcresorts.com, lifestyleholidaysvc.com); online booking engine active	Clubs with a behavioral intent layer on their booking flow consistently outperform those without one on high-intent session conversion	Medium
Email / member comms	Not visible from public signals; standard membership communication model assumed	Behaviorally triggered email sequences consistently outperform calendar-based batch sends on renewal conversion; cross-segment triggers require unified member identity	High
Loyalty / members portal	INTrave'L portal and lifestyle-members.com active; Arrivia handles travel redemption	Connected loyalty programs consistently outperform outsourced models on repeat purchase and personalization; data ownership determines what signals are actionable	High
CRM / sales outreach	Not visible from public signals; vacation club model suggests active sales team	AI-assisted outreach informed by behavioral signals consistently outperforms manual cadences on enrollment and renewal conversion in vacation club models	Medium

What We're Seeing in the Market

Comparable luxury vacation clubs and what's driving their results.

What's Working

Clubs that unified their loyalty data saw renewal rates climb within two seasons

Multi-property vacation clubs with member redemption and travel data sitting in a third-party platform, similar to LHVC's Arrivia arrangement, consistently find that their sales team is making renewal decisions without access to a significant portion of the member's behavioral history. Clubs that built a unified data layer above the third-party platform, pulling behavioral signals back into their own CRM, found that their renewal teams could identify at-risk members before the conversation, not after. The key was not replacing the partner, but owning the data that flowed through it.

What's Working

Cross-property guest profiles are becoming a competitive differentiator for multi-destination clubs

Vacation clubs operating across multiple countries are finding that a member who has stayed at three properties in different destinations is one of the most valuable retention and upsell targets they have. But only if the cross-property history is visible. Clubs that have built unified profiles across destinations consistently outperform those with siloed property data on upsell conversion, because the offer is anchored in what the member has actually done, not what the segment model predicts.

Watch This

Outsourced loyalty platforms can become a data blind spot as clubs scale

The arrangement LHVC has with Arrivia may have been the right call at the time it was set up. But as the club has grown to 80,000 members across a multi-destination portfolio, the question worth asking is how much of the member relationship LHVC can see versus how much lives in a system it doesn't control. Clubs that have let this arrangement run unchanged are often finding that their renewal and retention decisions are being made without access to a significant portion of the member's behavioral history.

Watch This

Platform fragmentation may be visible to members before it's visible to leadership

When a member has to navigate 5 separate platforms to plan, book, and enjoy one stay, the friction compounds quietly. It may not show up in a single KPI. It shows up as a slightly higher drop-off rate on the booking flow, a slightly lower excursion attachment rate, a slightly slower response to renewal outreach. Each one is explainable in isolation. Taken together, they often point to the same root cause: the member experience is only as connected as the systems behind it.

Watch This

AI tools for vacation clubs are ready, but the data foundation has to come first

AI-powered renewal scoring, churn prediction, and personalized outreach are available to vacation clubs right now, and the vendors are actively selling them. The clubs buying them without a unified member data layer are finding that the tools underperform, because the models have no reliable behavioral signal to work from. The prerequisite is not a technology purchase. It is a data architecture decision: one member record, across every platform, owned by the club. LHVC's combination of 5+ member platforms and outsourced loyalty data means that prerequisite may not be in place yet. The data foundation built now determines what AI can do in the seasons ahead.

Opportunity Scorecard

LHVC's estimated maturity across six dimensions that drive member revenue and retention. Based on public signals only.

Dimension	Est. Maturity	Signal Basis	Priority
Guest data unification	Low	5+ member platforms, multi-destination portfolio, Arrivia loyalty data outsourced; no unified profile layer visible	Immediate
Member profile depth	Developing	Membership benefits defined; behavioral and cross-platform data integration not publicly evident	High
Personalization at scale	Low	No public signals of AI or behavioral personalization across properties or member communications	Immediate
Channel conversion	Developing	Multiple booking sites active; behavioral intent capture layer not visible from public signals	Medium
Loyalty depth	Developing	Arrivia partnership active for 15 years; data ownership and cross-property loyalty integration unclear	High
Tech stack cohesion	Low	5+ separate member platforms, multiple booking engines, outsourced loyalty; no visible integration layer	Immediate
AI readiness	Low	AI personalization, renewal scoring, and churn prediction all require a unified member record; with 5+ siloed platforms and loyalty data outsourced to Arrivia, the data prerequisite is not yet in place from public signals	Immediate

Maturity ratings are estimates based on public signals only. A 30-minute conversation with John's team would sharpen every dimension significantly.

Three Things Worth Doing Now

Sequenced for impact given where LHVC is in its growth.

Build a unified member data layer above the existing platform stack

LHVC does not need to replace Arrivia or any of its five member-facing platforms to get a unified view of the member. What it needs is a data architecture layer that sits above all of them and pulls behavioral signals into one record, regardless of where they originate. A member's spa booking, excursion purchase, room preference, and loyalty redemption should all be visible in one place. WillDom has built exactly this kind of integration layer for multiple systems and can scope what it looks like for LHVC in one session.

Bring loyalty data visibility back under LHVC's control

The Arrivia partnership may be working well operationally. The question worth asking is whether the behavioral signals it generates are flowing back into LHVC's own CRM and renewal systems. If 80,000 members' travel redemption and engagement behavior is only visible inside Arrivia's platform, then LHVC's renewal and retention decisions are being made without a significant portion of the member picture. This is not about ending the partnership. It is about ensuring LHVC owns the data that flows through it. John's background in RCI loyalty programs makes this distinction very familiar.

Score the 80,000-member base for renewal risk before the next renewal cycle

With 80,000 members across a multi-destination portfolio, a meaningful number are likely at varying stages of engagement risk right now, without anyone flagging them. A member health scoring model using booking frequency, platform activity, excursion engagement, and redemption behavior could identify at-risk members 90 or more days before renewal and trigger the right outreach at the right time. This may be achievable with data LHVC already holds across its existing platforms, with no new data collection required.

Lifestyle Holidays Vacation Club

Lifestyle Holidays
Vacation Club