Member Comments and Suggestions # Loss of Memberships 9 Comment Topics Legend: About Cost of playing golf About Course Conditions About General Manager About GolfVisions Mgmt Inc. About Restaurant About Clubhouse/Building

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Solicit members from other non-golfing communities, and also The Villages Offer a weekday seasonal rate at 75-80% of full rate Offer play cards (i.e., 10 play, 20 play) Offer partial memberships; more options and flexibility Welcome program for new residents Special for non-member Pennbrooke residents to play for free/reduced rate for 1 week Reduce cost of annual dues for casual (less frequent) golfers; or over 75 yrs old; limited to Oaks/Meadows play Replace general manager/dissatisfaction with general manager Lack of overseeding golf courses in winter Membership costs too expensive Improve course conditions to help retain members Single member rate should be 1/2 household rate Reduce annual-single rate, i.e., by $300 and add the $300 to Social memberships to include 20 nine-hole rounds for the extra $300. As people age they can't play as much; can't justify membership costs Allow partial dues refunds if health issues prevent members from playing out full term Have a comments/suggestions box in ProShop and Restaurant Refund 20% of equity fee each year member renews until equity fee fully refunded GV should be as considerate to members as they are to outside players GV should be more involved in Fun Days Change GV management style Discount annual dues for new members by decreasing % for first 5 years (25% first year; 20% second, etc.) Give dues discount (e.g. 4%) for each consecutive year of membership, for 5 years (reward loyalty) Advertise outside community Survey resigned members to find out why they left Charge resident non-members higher greens fees (to encourage them joining club) Work with sales office to encourage new residents to join golf club (i.e., free round with member) Have better amenities for members to make it more appealing Focus group report from previous year covered this in depth Give first year discount (e.g., 10, 20, or 25%) for new members Repair Sanctuary Bridge If we hope to entice Villagers to play we need to raise the standard of our courses to equal theirs Have a membership drive; offer reduced 1st year rate on a 2 year agreement (full rate after 1st year) Offer free lessons to beginning golfers to encourage them to become new members Offer prepaid discount cards, e.g., $50=5% discount; $100=7%; $150=8%; $200=9%; $300=10%; $500=15% Give new members 1 year free cart use, 2 free dinners & $25 gift card to ProShop; Reward members who bring in new members Permit leave of absence from membership for serous health issues; credit unused weeks to next year Pennbrooke has become 2nd class to Green Valley Have whole community help support golf course and reduce membership dues Bring back Maryann as manager Offer free round of golf to prospective members Keep club/restaurant open more hours Have more residents that play golf Reduce fees across the board - outside play as well as members Have one annual membership fee for all (annual and seasonal)

Provide a better golf experience When you spray for weeds replace with plugs around green Reduce fees to attract more members (added members would more than offset fee reduction) Treat members as members - don't make them compete with outsiders for Tee times Pay more attention to comments and complaints of members Offer incentives for homeowners who are not currently members Clubhouse & Facilities 2 Comment Topics Legend: About Cost of playing golf About Course Conditions About General Manager About GolfVisions Mgmt Inc. About Restaurant About Clubhouse/Building

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Keep restaurant open on Mondays in the summer Keep outside area weed free and groomed Don't like Grille bathroom as shared men/women Need better outside lighting Serve breakfast all days Need new tablecloths in Grille Make the screened lanai usable; add roof over lanai Kitchen facilities are inadequate; expand kitchen Restaurant hours change too often Limit menu to hamburgers & hot dogs, chips, drinks Accoustics are bad Ladies club/league has done much to improve restaurant GolfVisions needs to stay on top of outside appearance (weeds, flower beds, bushes) Revise Grille menu Open restaurant for dinner on weekends Cart parking lot area should be kept clean Good merchandise selection in ProShop Find a way to have all residents (not just members) to use the restaurant/bar Cleaning in dining room is inadequate Dining room ambiance needs to be improved (new TV; table tops; table lighting; window treatments, etc) Seasonal decorations are much appreciated, as are new chairs Kenny puts out some excellent meals from such a small kitchen Repair dance floor Get a "real" kitchen Have outside checkin for large groups, such as Fun Day Plastic cutlery and lack of cleanliness of tables and chairs hurts revenue Promote activities more (visit Continental and use some of their ideas) Make at least coffee and donuts available in early mornings Update the interior General lack of care and concern about cleanliness and maintenance Kitchen staff and management needs to be replaced; no imagination put into menu; members needs ignored; ill mannered staff; dirty silverware

Golf Course Maintenance Comment Topics Legend: About Cost of playing golf About Course Conditions About General Manager About GolfVisions Mgmt Inc. About Restaurant About Clubhouse/Building

27 23 4 11 11

Flags are disgusting and moldy Weeds on fairways and greens; weeds in flower beds Hole cuts are not clean and sharp Level tee boxes Repair cart path bridge on Sanctuary Fire ants Poor bunker conditions Cart paths need to be edged more often

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GV not maintaining course to standards in place when lease signed GV only maintains course well when Chicago executives are coming General poor condition of golf courses (weeds, bare spots, hard fairways, no grass on fairways) Weed growth around some Sanctuary ponds (#6 & 7 tee box areas) Overseed courses Mulch needed Replace unsightly nets Trim overgrowth on out-of-bounds & hazard boundaries Eliminate green-tipped stakes Clear growth from approach to Sanctuary #5 green No/not enough grass on fairways, especially in winter months Have volunteer monitors for each hole who are responsible for correcting or reporting problems Blow debris off Sanctuary bridge (between holes 2 & 3) Grass clumps after mowing should be eliminated (after cutting when grass is wet) Course maintenance seems to get better when the snowbirds arrive Members have volunteered numerous time to assist/improve courses but GM always says "NO" Many members don't appreciate what we have Fix greens on Oaks#4 and Sanctuary#3 Level tee boxes by renting sod cutter, removing sod, leveling tees and replacing sod; not expensive or difficult Compared with other courses, ours are in good shape Make our fairways and tees as good as Green Valley's Mike and staff are trying their best but lack experience/supervision/management All other area courses overseed yet charge less to play than Pennbrooke Reduce depth of grass in rough (if you can't find a ball in the rough, it's too high) Golf course has gone steadily down hill; we're too ashamed to bring outsider in to play; if we didn't own a home here we wouldn't be members

GolfVisions Management Comment Topics Legend: About Cost of playing golf About Course Conditions About General Manager About GolfVisions Mgmt Inc. About Restaurant About Clubhouse/Building

4 2 3 11 10

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Staff is knowledgeable, friendly and reasonable Terry is an excellent employee No golf pro, considering the high membership fees we pay Kenny is very good Warren is: defensive/grouchy; not attentive to member needs; not friendly/helpful; inflexible Replace management company They (Golfvisions) are driving up the cost of membership They have not done what they promised when they took over (level tee's, fix bunkers, etc) Wait staff are neat and friendly Single rate should be 50% of household rate (losing single members because of inequity) They are invisible and seem to prefer to remain so Need better unification with General Manager and members. Listen to members and take better action to fix things Have leagues for outside players (e.g., Lake Co. employees; hospital employees, Moose, etc.). Reach out to encourage play They're doing the best they can with the funds they have It's a business and it has to make money Advertise "senior friendly" (18 executive holes) Lower greens fees GM dumps responsibility to add members to Club and doesn't help with it No customer service focus Very poor management at GM level. GM's answer is always NO, regardless of idea put forth

GV has not lived up to promises by President (Tim) to increase memberships, improving courses, maintaining, and making capital improvements We're stuck with them for 5 more years, but then maybe we should look at Arnold Palmer Management GV seems to be more interested in promoting outside play than providing positive active club membership We should have a driving range Pennbrooke wants/needs are pushed aside for Green Valley or their next acquisition Replace the General Manager Golfvisions has ruined our golf course; more weeds and ant hills than grass; bunkers are a disgrace; GM needs training in people skills; members should not feel as though they are simply tolerated. Social Amenities 5 Comment Topics Legend: About Cost of playing golf About Course Conditions About General Manager About GolfVisions Mgmt Inc. About Restaurant About Clubhouse/Building

Paying HOA $1/round on Oaks 4 4

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More member events; i.e., at least one event per month in addition to weekly Fun Day, or at least 4 per year Have at least 2 - 3 events per quarter Make all events more special so members want to attend Restaurant is great; open on Monday afternoon for happy hour and light food Have more special dinners Extend Sunday breakfast to 12:00 noon Move Trivia back to Grille Reinstate amenities like New Years Eve golf and dance, etc. Need more value-added events, special events, socials, etc) These amenities are a reason that some senior members have stayed as members (GV doesn't do anything to help) Sometimes the event cost seems a bit high Theme meals such as Fish night are good Make events more inviting to people who don't have a group of friends Return to sit-down dinners (vs buffets) on holidays like Easter, Thanksgiving, Christmas Have more themed buffets as in October; have 50/50 at these to help fund club house improvements Recent improvement is encouraging

Club maintains Oaks so shouldn't have to pay to play it HOA should pay golf club to maintain the Oaks Limited outside play so HOA isn't getting much money Should be $2 per round Should be done away with Give the Oaks back to HOA; get rid of $1/round HOA should encourage residents to use restaurant; too one-sided Good resolution of issue with HOA Let sleeping dogs lie Charge everyone (even residents) a fee to play Oaks; it enhances their property value HOA should put that money in a fund in case they ever need to take over the golf course Golf board should pursue charging every Pennbrooke household $1/month HOA installed new irrigation system, so golf club owes them something HOA is giving some of that back by now maintaining landscape around Oaks#5 tee box Signed agreement means we must abide, but should be renegotiated when time is right Since GolfVisions pays for maintenance of the Oaks, this is a double dip expense It is what it is Should have never happened - no other Pennbrooke group pays for facility use Set aside capital because will be needed when GV walks away or runs the golf course into the ground; After GV leaves, no other company would take over this course without serious financial aid from PHOA

Mortgage Satisfaction

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Should be more concerned with losing members than paying down mortgage Hold enough in reserve for emergency Pay down more frequently, i.e., $1000 every few months rather than $10k annually Need to maintain a cushion in the treasury Should be quicker because membership is declining; May eventually have to operate ourselves Pay off more, e.g. $20,000 to $30,000 per year Should be analyzed by financial people to determine correct action Check for lower interest rates Hold community-wide event to raise funds to pay down debt Pay the mortgage off by putting the golf course up for sale Pay it off faster if funds are available Recent refinance & budget plan to pay down throughout year will benefit

Other Comments/Suggestions Comment Topics Legend: About Cost of playing golf About Course Conditions About General Manager About GolfVisions Mgmt Inc. About Restaurant About Clubhouse/Building

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Serve coffee most of the day Use club cart for free when own cart not available Provide special rate accomodation when member gets ill and can't play Change the General Manager Need a more people-oriented general manager, not so arbitrary when asked questions Expand restaurant operating hours Expand bar hours for member socializing Offer play card for 20 rounds for $400 for use by purchaser or visitors Offer discount play cards (i.e., 12 rounds for the price of 10) Summer course maintenance is deplorable Board meetings need to be open so members can comment Raise the price of social membership and include some amount of golf in the higher fee Sell the course to an outside company (e.g. Brown Golf Management) Improve overall conditions (weed, trim, spruce up) Have a beverage cart to make additional money (during league play or Fun day) Cost of seasonal membership should be half of annual, instead of 3/4ths Allow for flexible 6 month memberships (floating 6 month period) Allow people to suspend membership for a year without losing it Make the club a break-even operation, rather than profit oriented Close one of the Par 3 courses to reduce operating expenses and thus membership costs Fire ants all over golf courses Investigate alternative management companies Board and GolfVisions need to work for the common good; without a leasing company we're bankrupt Need welcome program for prospective new members, including free round and lunch with positive members Open up membership to outside people Offer incentives to get people to play the course Restaurant billing process too slow; give bill to customer when food delivered Review info. From last years "brainstorming" session GolfVisions does nothing for members Building needs to be maintained better; soap & paper towels in bathrooms; dust chairs; recondition dance floor Need a member complaint resolution process that includes GV HQ management when local mgmt is unresponsive Reduce annual dues rate to increase membership Overseed golf courses in winter to attract more members and outside players Establish pre-paid member dining accounts where members can sign check, add member number, and leave

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Allow golf carts on Par 3's in summer months (older generation; high temps; few golfers in summer so less damage) GV promised a sandwich and beer restaurant; what happened to that? Warren and Terry are doing a good job Since GolfVisions took over Green Valley, Pennbrooke golf and restaurant success seems unimportant to them All member suggestions for improvement and success are ignored or rejected by GM. Bring back our practice/chipping range, whatever it takes to get it Golfvisons and the Board of Directors are doing a good job, considering today's golf economy Need a storage shed behind clubhouse parking area for all leagues to store league stuff now in people's houses (leagues would pay for shed) Need more participation by seasonal members, i.e., serving on committees; getting new members; promoting the golf club Restaurant is for whole community, not just members; members should promote it to non-members Appoint a membership ombudsman to handle complaints from members about GolfVisions management Establish a Volunteer program to help with special projects for The Club GV in business to profit, but you don't increase profit by cutting back and making course less attractive to potential new members & outsiders Chicago mgmt (Dirk) doesn't care about member dissatisfaction and has spent little time in FL. He has no tact or customer service skills. Have talked to people who play GV's Illinois courses; one said Pennbrooke is better than his Illinois course; we are considering playing somewhere else Publish survey results to membership (last survey result 6-7 years ago wasn't published) Reduce rates for outside play to be competitive with other area courses Improve nighttime lighting outside of building Need more outside play; we are an aging community It feels like I pay membership money but am only part of a public course Have a coupon book for social members and outside players (e.g. one free round for every 10-12 paid) Find a way to reduce member negativity; not pleasant to have people always criticizing what's ours (and doing nothing to help) Poor conditions and lack of overseeding at Pennbrooke is making us consider buying membership elsewhere (e.g., Continental) Overseed Sanctuary #1 fairway Repaint out-of-bounds marker on Oaks#5 cart path, behind green, and Oaks#6 cart path Get rid of GolfVisions; hire a professional management company with success record in FLORIDA; speak to other local courses