ISSUE 21 • SPRING 2015
2015
CONFERENCE REVIEW
CONFESSIONS OF A SALES CONSULTANT
SAVING MILLIONS FOR SCAMMED MEMBERS
View of weir on River Leven Lake District National Park Cumbria England
LETTER FROM THE CHAIRMAN
time for a new look Welcome to the 21st issue of Sharetime magazine.
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ATOC believes it is a time for change and regular readers of the printed edition of Sharetime will notice quite a difference this time – the move to a more modern and cost effective A5 size. It’s a popular move for many magazine publishers and will help TATOC continue to produce and distribute Sharetime in the future. In this edition we report on the second joint TATOC and RDO seminar and the TATOC 2015 conference. This was the association’s 17th conference and we enjoyed some great speakers and a full house for two days. Further information on both the seminar and the conference is available online (tatoc.co.uk). 2015 continues to be a busy time for director Geoff Chapman, who is responsible for resort accreditation. He and his team will remain fully occupied during 2015/16 as they work towards our target of 50 accredited resorts. Accreditation is TATOC’s ‘kitemark’ for quality for resorts and is available to all member resorts. We have welcomed three new resorts into membership recently: The Lakeland Village, in the Lake District (our focus resort this issue), and Club Olympus and Pearly Grey Ocean Club, both in Tenerife. These are mature resorts and we look forward to working with them. The long awaited Timeshare Regulations Review will be published later this year. TATOC anticipates it will make some important recommendations which will be good for timeshare owners. When published we will report in full so please check the website and later issues of Sharetime. A request: We are constantly looking for stories and news from TATOC member resorts and timeshare owners so, please help to keep your magazine a must-read by sending us your contributions to the team at: emily@sharetimemagazine.com
TATOC NEWS TATOC launches A - Z video TATOC has launched a video to promote its services to timeshare owners, resort committees, the general timeshare industry and the wider legal, consumer and media community. TATOC CEO Harry Taylor said: “TATOC has just celebrated its 25th anniversary and we are now involved in every aspect of the timeshare industry representing the interests of timeshare consumers. We felt that a short video was the best way to showcase who we are today in a quick and easy-to-follow way.” Developed by Steve Pentland from Group Impact, the four minute, twenty-one second video takes viewers on an ‘A to Z’ tour of TATOC. Launched at the recent TATOC conference, feedback has been positive with many admitting they were unaware of the activities of TATOC and the areas in which it is involved. “It has certainly opened the eyes of many in the industry and in other fields who were not aware, for example, that TATOC represents over 400,000 timeshare families, that our registered charity helpline has helped in over 18,000 cases and that the association works with Brussels and the U.K. parliament to help develop timeshare legislation that protects consumers,” added Taylor.
vimeo.com/tatoctimesharehelp/tatoca2z Harry Taylor, executive chairman 2 | Sharetime issue 21
CONSUMER HELPLINE UPDATE:
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BY MARK CALDICOTT, Helpline Manager
CONSUMER HELPLINE
TATOC Consumer Helpline in action Timeshare owners Paul and Joyce-Ann Hughes share their experiences after meeting with a scam company in Tenerife in October 2014.
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e were approached leaving the resort as they knew we were timeshare owners. In spite of us assuring them we were very happy with our ownership, they shocked us by saying we would be stuck with the membership for life and beyond. They tell people about our membership being in perpetuity and children inheriting the debts. Of course, we had never spoken to our company about this, so we had no idea that these are all lies. They took us to their offices where we received even more stressful stories, backed up with paperwork from other owners they had helped. They told us that if we were to try to relinquish the ownership ourselves it would cost us in excess of £30,000 (without a guaranteed result), a great deal of time and we would still have to pay our yearly management fees. After four hours, we agreed they could act on our behalf in relinquishing our timeshare. We were told to keep all paperwork out of sight once we were back on the resort, as if it were found we would be instantly thrown off the site! We paid over £12,000 for this service. In return they gave us computer software and told us it
would give us holidays at reduced prices. The main reason we signed was because of the perpetuity clause and that our children would be liable for the management fees upon our death. They were going to ‘fight’ for us in court to get the membership cancelled.
DID YOU KNOW?
IN 2014, THE Helpline received 5,917calls and 1,721 emails
On the scammer’s advice we were told to get a letter from our GP stating that my husband has arthritis and can no longer holiday. He does have arthritis, but it no way stops us from holidaying!
THE HELPLINE’S MARK CALDICOTT SAYS:
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ompanies that prey on owners offering them false hope of taking over their timeshare ownership or selling it for unrealistically high prices are a major problem – despite EU regulations. The promise to take over or sell is often linked to an unwanted holiday club membership or cash back scheme promising a generous return. These schemes often fail to pay out. The offer to take over the timeshare week/points frequently fails to take place and, as with this case, the owners remain liable for the original timeshare and management fee. Fortunately they were able to relinquish the contract with the developer. But only after the scammer had made them spend money on a new product they didn’t want. If you are in this position you must decide whether to continue or fight to have your money returned.
I now know these are all lies. Illness is an acceptable reason for Diamond, the developer to relinquish a membership with no costs at all.
Getting money back is not easy, but if you have given your credit/ debit card details you should contact your provider for advice on cancelling your card.
We ended up cancelling the membership ourselves, directly with Diamond Resorts.
The TATOC Consumer Helpline assisted Mrs Hughes who claimed through her credit card under section 75 of the 1974 credit consumer act.
Everything they told us was based on lies, and although the membership has been cancelled, this was not due to their expertise or services! We did this and there would have been no need to pay £12,000.
She claimed £12,000 back for misrepresentation and misselling. They made a donation to the Helpline for the help received.
Sharetime issue 21 | 3
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4 | Sharetime issue 21
RESORT NEWS
MAJOR RENOVATION AT FOUR SEASONS FAIRWAYS
The dining area in a refurbished villa
A refurbished guest bedroom
Four Seasons Portugal’s Fairways, which celebrated its silver anniversary last year, has embarked on a major renovation programme of its villas.
traditional Portuguese style with contemporary comfort. Quinta Style Boutique Design, based in Almancil, is overseeing the project.
Seven villas have now been completed and combine
The remaining 125 villas will be renovated in stages over the next few years.
TWO TENERIFE RESORTS JOIN TATOC
Pearly Grey Ocean Club, situated near Adeje, comprises 105-studio, one-bedroom and two-bedroom apartments.
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Facilities include: heated swimming pool, children’s play area, Origins gym, restaurant, bars and Jazzy Salon offering a range of treatments and nail bar.
wo Tenerife-based resorts, Club Olympus and Pearly Grey Ocean Club, have been approved for TATOC resort membership. Speaking at the recent TATOC conference, Club Olympus director Tony Rhodes explained: “We have been impressed by what TATOC is doing to support legacy resorts like ours.” Located in Garden City, the resort offers 130-studio, one-bedroom and two-bedroom apartments. On-site facilities include a fitness centre, two swimming pools, bar, restaurant and clubhouse.
Explaining the resort’s application, developer James Beckley added: “TATOC has grown as an organisation and has become a respected voice for resorts run by owners’ committees. “The brand of TATOC brings further credibility to Pearly Grey as an affiliated member and supports the business model of transparency and integrity that we embrace.”
The design incorporates dove grey fabrics with blue and white accent colours. Quality fixtures and modern lighting complete the look.
A newly painted kitchen at the Alto Club
REVAMP AT THE ALTO CLUB
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ll 35 units at the Alto Club, Portugal, are set to be updated with new modern bathrooms and re-painted kitchen units as part of a refurbishment project taking place over three years. The estimated cost is more than £500,000.
Sharetime issue 21 | 5
The river Leven flowing past The Lakeland Village
THE LAKELAND LAKELANDVILLAGE FACTS 47 properties divided into 22 one-bedroom, 23 two-bedroom and two three-bedroom units. 1,363 fixed-week timeshare owners cared for by 11 fulltime staff and approximately 40 casual/weekend staff. Facilities on site include a leisure club with 20-metre pool, whirlpool bath, sauna, steam room, squash court, fully-equipped gym and Elemis Spa. There is a tennis court and children’s play area while the adjoining Whitewater Hotel offers bar and restaurant facilities with specific deals for guests. 6 | Sharetime issue 21
Located on the banks of the River Liven, which flows directly from Lake Windermere, and 15 minutes from Bowness, is The Lakeland Village. Committee chairman Wally Francis and resort manager Richard Guzinski outline how the resort has fared during this challenging time for legacy timeshare resorts. What is the history of The Lakeland Village? The whole site was once a paper and cotton mill and in the 1900s was used to make ‘Ultramarine Blue’ – a laundry additive known as Dolly Blue. The timeshare resort opened in 1984 with the lease expiring in 2063. How has timeshare at the resort fared over the past five years?
It is fair to say that we, like other resorts, have seen a change in recent years, as for various reasons, an increasing number of owners have had to surrender their weeks. We see this situation as an opportunity rather than a challenge. As more weeks have come back into the ownership of the club, we can now be much more flexible about utilising available inventory.
RESORT IN FOCUS
Why have you succeeded? Success is a journey, not a destination. We have a lot of work to do in terms of meeting current demands such as the need to offer a flexible holiday alternative, but we are on the right path. In terms of our offering we continue to maintain the whole site to a very high standard and run an annual programme of preventative maintenance. We are also very proactive in offering our guests added value, whether it be in the form of providing vital local information or partner benefits such as discounted access to major tourist attractions.
include heavily discounted ‘winter warmer’ weeks and another offer exclusive to owners where additional weeks can be rented for just the management fee instead of the listed rental price. How do you market and sell remaining weeks and promote the resort? In the past we relied on internal efforts. More recently we’ve used e-blasts, reader offers in newspapers, through third parties such as Booking.com, and our own website. We are actively pursuing new areas for rentals and are going to launch a targeted sales campaign for the re-sale of weeks.
How has the marketing and sales approach changed over the years? A quick response is to say …it has had to. In more recent years, as the occupancy levels have slowed down, we have had to be more pro-active. Initially it was thought the gap could/would be filled with sales alone. We now know that a bigger percentage of our sales and marketing will be spent on attracting a higher proportion of rentals. Do you offer a re-sale and rental programme to your owners? Owners get first bite of any opportunities. Rather than publish detailed lists, we indicate availability in the welcome packs. We have had great success with some ‘owners only’ deals. These
How do you fund and manage refurbishment at the resort? Each year at budget time we set our replacement fund figure, which is based on historical activity and a wish list derived from unit/site inspections. Part of this funding comes, of course, from the annual management fees. A separate figure is set-aside for the unknown, which basically covers repairs, breakdowns and so on. You have a resort website – how does this support your business? We are about to undergo an overhaul of our website to meet the demands of tech-savvy holiday seekers. The site needs to reflect
how we are changing as a holiday destination and what people can expect when they stay with us. We do use social media – but not enough. People don’t seem to review ‘self catering’ as much as hotels – but we have to change this by encouraging all to post reviews. We need to make our Facebook page (TheLakelandVillage) much more proactive as a marketing tool – not just a social commentary toy. Of what are you most proud? We still have a loyal customer base who enjoy coming back year after year - some more than once a year. Our standards of cleanliness and maintenance are always commented on, and the fact that we are now in our 32nd year of providing a unique holiday experience for all who choose to stay with us. How important is your owners’ committee? Very important - most of the committee members, past and present, have owned here from the beginning, so they have a vested interest in making sure any decisions taken are in the best interests of the club. What do you think the future is for timeshare in general? We can’t get away from using THE word but maybe timeshare is no longer appropriate on its own. We believe that ‘timeshare’ resorts like ours will continue to exist, but the original concept has been/will be overtaken by a different animal. That is because we have to provide what people want and expect - a more exciting, last-minute, user friendly, book-now arrive-tomorrow experience. Sharetime issue 21 | 7
AFFILIATE NEWS
FNTC acquires Continental Trustees
Diamond REsorts win ARDA ACE Award
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eading trustee FNTC (U.K.) Limited has acquired Continental Trustees Limited.
FNTC, part of the First Names Group, controls over £2.5 billion of property assets on behalf of its clients and looks after the interests of over 650,000 consumers within the vacation ownership industry. Continental was founded in 1995 and has 20 years’ experience in the provision of trustee, escrow, and collection services for a number of resorts, principally across the U.K. and Europe. The acquisition of Continental enables FNTC to strengthen its position as the largest specialist trustee in the holiday ownership and fractional ownership market.
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iamond Resorts International has been honoured with this year’s American Resort Development Association’s (ARDA) ACE Philanthropic Award. The award comes in recognition of Diamond’s first annual Brian Gay Golf Invitational, a best in class celebrity/amateur golf tournament held in December.
Fab keeps up with growing demand on Costa del Sol
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ugust 2014 saw the largest ever recorded number of tourists visiting Spain - and 2015 is set to bring even more. Timeshare resales in Marriott Vacation Club European resorts has never been better. To cope with the ever growing demand, Fab Timeshare has moved from its original office opened three years ago to larger, more prominent premises directly opposite Marriott´s Playa Andaluza in the busy Commercial Centre Diana. This strategic move complements its highly successful resales office in Elviria, just outside Marriott´s Marbella Beach Resort. After re-launching the updated, easy to use, mobile-friendly website,
The Diamond Team receives its award from Christel DeHaan
The event raised more than $410,000 for the Florida Hospital for Children last year. Net proceeds from the event were donated to the Walt Disney Pavilion at The Florida Hospital for Children in Orlando, Florida.
ADVERTORIAL
fabtimeshare.com, last month, Fab has seen an increase in clients looking to buy luxury timeshares in Spain - and prices are starting to increase again. Now is a great time to buy, especially in Marbella. Managing director Julie Bett commented: “2014 was another great year for Fab and we have even more exciting projects for 2015. Our portfolio will soon include several brand new resorts to sell as luxury fractional and timeshare developments. Our real estate company Fab Property fabps.com has also seen
a dramatic increase in property sales and we have several exclusive developments being constructed in 2015.”
www.fabtimeshare.com Marriott Vacation Club Resale Specialists www.fabps.com The Marbella Property Experts Sharetime issue 21 | 9
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THANK YOU FOR CHOOSING RCI! Visit RCI.com or call 0845 60 86 263 T&Cs: The £75 introductory offer is open to non-RCI members only. The price for 1 year’s RCI membership is £75 – the 2nd year’s membership will be free. You must transact within 6 months of joining RCI to get 50% discount and it can only be redeemed once. To join RCI you must own at least 1 week of timeshare at an RCI-affiliated resort. *Exchange options with sister companies are limited and subject to availability and their booking conditions.
Sharetime issue 21 | 11
WHO ARE WE? WHAT DO WE DO?
TRAVEL & LEISURE GROUP
23 YEARS OF SUCCESSFUL RESALES THE RESALE SOLUTION TO OWNERS AND DEVELOPERS... Celebrating 23 years of successful resales, Travel & Leisure Group, established in 1992, are the longest running Timeshare Resale Broker in Europe, assisting clients from all over the world in buying and selling Timeshare properties, with monies safe in solicitors hands. A family owned company with a first class reputation within the industry. Travel & Leisure Group are trusted by both consumers and developers alike, with over 20 experienced staff covering major European languages. So if you are looking to sell, add to your ownership or rent we are here to help. • • • •
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TATOC CONFERENCE 2015
2015 CONFERENCE REPORT and joint RDO seminar review
‘The joint TATOC and RDO seminar was only meant to be for one year. But we’re back as there is still much to discuss.’
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o said Harry Taylor, TATOC executive chairman, as he welcomed guests to the second joint industry and consumer event. Geoff Chapman, TATOC director, set the scene with a summary of TATOC’s recent activities including its involvement in the review of the European timeshare directive. A report is expected later this year. “We believe it will recommend a mix of amendments, better use of regulations and working with consumers and the industry,” he said. There has been considerable interest in exit strategies from consumers, media and government. “Any strategy must be carefully managed with a clear policy, criteria and conditions. Of course the answer to exit is entrance, but we know it is not just that simple.” Chapman told delegates how TATOC had been reported to the Citizens Advice Bureau. However, rather than damaging the relationship, it had been re-affirmed.
how the organisation was tackling bogus claims companies.
Harry Taylor, executive chairman
The TATOC team is also working with Trading Standards to achieve clarification on the current regulations in the European directive. “TATOC often gets stick for sleeping with the industry,” began Paul Gardner Bougaard, from the Resort Development Organisation (RDO). “Yet those who criticise do not understand the relationship and why the two bodies need to work together”. Over the past 12 months, TATOC and the RDO have worked closely on bogus claims companies, exit strategies and the enforcement of the directive. The TATOC Consumer Helpline with the Timeshare Task Force have enjoyed success against some of the leading scam companies. “But while we have success it is proving very hard to get the authorities to act mainly because of the cost of prosecution”. Eugene Miskelly, from the RDO’s Legislative Council, told delegates
“Owners are hoodwinked into expensive court cases or buying new non-timeshare products, while the original ownership is never transferred,” he said. “Don’t panic or be bullied by them and push back with as much information as possible. Be polite but also pedantic and demand copies of the evidence,” he advised delegates. He suggested resorts ask themselves if there was a grain of truth to the claim and could they make it easier for owners to exit their contracts. “It might be time to introduce a more flexible solution which will help owners and stop them turning to the claims firms in the first place. It will certainly pull the rug out from under the claims companies.” Flagship’s Jackie Murphy spoke on promoting the positive side of timeshare and bringing the focus back to holidays. Murphy explained how the holiday environment had changed. People no longer just want accommodation - they were looking for experiences. With the growth of the new sharing economy, it was time for the RDO and the industry to get behind a new campaign promoting timeshare. ...CONTINUED ON PAGE 14 Sharetime issue 21 | 13
TATOC CONFERENCE 2015 ...CONTINUED FROM PAGE 13
Introducing the new campaign - Time To Share - Murphy explained the aim was to counter the negativity towards timeshare and build a movement that promotes the positives. “We will focus on the importance of holidays and show how timeshare’s inherent characteristics are perfect for today’s family,” she said. The plan is to create a visual brand that spans multi-generations and media. It will create content covering video to blogging, galvanising developers and owners to get involved. Tony Rhodes, from Club Olympus in Tenerife, explained how a mature resort must adapt to survive. After intensive sales in the early days things changed as the resort matured. “Owners loved the resort but sometimes had to sell. We set up a re-sale service but failed and many owners were fleeced by third party re-sale agents.” A ´lightbulb´ moment led to the development of a programme for owners who had hit financial problems. The result was happy owners who could enjoy their timeshare when circumstances changed and a drop in re-sale scams. Other changes were re-configuring units, reducing the size of the club and taking advantage of rental opportunities. “We have reduced the size of the club by two thirds but now have a nucleus of happy owners.” 14 | Sharetime issue 21
Geoff Chapman
Geoff Chapman
TATOC director
We might be divided into two entities, but the TATOC Consumer Helpline is deeply embedded into the ether of TATOC.
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o said Geoff Chapman, TATOC director, in his annual round up of the association’s activities.
Over the past 12 months, five new businesses had affiliated with the association.
Highlight of the year was the separation of the Helpline from the main TATOC association as part of its plan to achieve charitable status. This was achieved in 2014 and the two bodies were now operating separately.
The TATOC ambassador programme was launched in March 2014 to promote, grow and fund the association. In the last 12 months the five ambassadors had enjoyed success with the introduction of new resort members and affiliates.
He conceded that help was now needed to make this move worthwhile and that the new charity remained adequately funded. Moving on to TATOC accreditation, which rewards successful resorts with a badge of consumer excellence, Chapman reported 42 resorts had achieved accreditation since the programme was launched - with many now undergoing re-accreditation. “TATOC accreditation is now the recognised kitemark of excellence and valued by those who have gone through the process. We are still not sure why other resorts have yet to go through the process as there is so much to gain from this recognition,” Chapman added. Just as accreditation showed best practice at resort level, TATOC affiliation recognised trusted businesses operating in the industry.
“We have now set the ambassadors targets for 2015 with the aim of increasing resort membership to 100 resorts, with 50 resort accreditations and 40 affiliates. They are going to be busy,” he said. Legislation had always been an important aspect of TATOC’s work and the past year saw an increase in TATOC’s involvement. The association was heavily involved in the review of the European Timeshare Directive and the recent report from the CMA (formerly the OFT) into timeshare exit strategies. “We are not trying to be the timeshare police spying on resorts but we need to have an input in the development of new regulations,” Chapman explained to delegates.
TATOC CONFERENCE 2015 MARK CALDICOTT
Helpline manager.
MARK CALDICOTT
The TATOC Consumer Helpline was able to help consumers save a potential £2.2m in 2014.
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o outlined Mark Caldicott, TATOC Consumer Helpline manager, who revealed key 2014 statistics.
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THE NUMBER OF BUSINESS REPORTED TO THE POLICE FOR SCAMMING IN 2014.
It had been a busy year for the team with the Helpline’s new charitable status, corporate identity and stand-alone website. Contacts from consumers had increased five per cent in the past year with email enquiries and the LiveHelp facility growing substantially There had been a large increase in the number of enquiries about resales and exit strategies (up 23 per
cent and 131 per cent year on year), while there were over 900 complaints about cold calling resale and takeover companies. “We provided assistance and advice to 76 per cent of those who reported losing money to scammers,” he added.
Each month the Helpline issued a list of cold calling companies who have been reported the previous month. Over 750 companies have been reported since 2010. “The scammers will never stop as long as they continue to make money,” Caldicott explained. However working with the Timeshare Task Force, progress was being made.” In 2014, some 34 businesses were reported to the police and two scammers were expected to receive prison sentences for fraudulent trading. Refunds of more than £8 million have been returned to owners.
Gregory Crist Gregory Crist
Scamming is expanding across the U.S. and Canada and spoofing is rife. The National Timeshare Owners Association and TATOC partnership is working to solve these challenges.
President and CEO of the NTOA.
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his was the warning from Gregory Crist of the NTOA, which has been in operation for 20 years and now has members in 50 states. “Communication will help us weather the storms,” he explained. “The recent statistics from the NTOA’s tie-up with Intuition is monitoring what people are saying on the web.” There are 1.2 billion websites and Facebook alone has 865 million users daily. Knowing what they are saying about timeshare can help
the NTOA respond to challenges. The software monitors a number of keywords on 70 million websites across the U.S. and has highlighted some interesting statistics. Forums and social media websites, such as Facebook and Twitter, account for the largest percentage Sharetime issue 21 | 15
TATOC CONFERENCE 2015
New RCI affiliate access programme for resorts
JOHN SPENCE
If the timeshare industry ever held an X Factor-style competition then John Spence, chairman of the Karma Royal Group, would win.
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ith his rollercoaster life story from university dropout and failed music agent to being awarded entrepreneur of the year and lecturing at Yale and UCLA, his story includes exotic locations, famous faces and plenty of risk. John Spence is a legend within the timeshare industry and he entertained delegates with a whistle stop tour of his career – to date. Starting as an OPC for Global he worked his way up to managing director before moving his team to India with one computer and very little else. Identifying new markets and responding to ever-changing holiday trends has been key to success. From developing Goan timeshare resorts to building boutique style properties in Bali, Australia and Thailand, Spence has more recently bought his brand back to Europe. Today he has properties in Greece, France, Austria, Norway and the Scilly Isles.
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CI has launched a special programme to support independent resorts. Details were revealed at the TATOC conference workshop.
Karma Royal Group chairman, John Spence
Why the move back to Europe? Because his ‘5-star hippie chic’ clients want these destinations. “It’s a reverse in tourism trends. There is no cheap land left in Asia but some fantastic resorts in Europe and the Caribbean that we can sell to our Indian membership who want to visit their dream destinations,” he said.
Designed to generate cost savings and operational efficiencies across resort operations, the programme supports independent RCI-affiliated resorts and more developed properties. RCI suppliers have agreed to offer services and products at lower rates than if they had bought directly. Currently available through the programme are: • Procurement services;
These tourists are not weather dependent but are looking for different things from their holiday experiences, which these new locations can provide.
• Health and safety training for resorts;
“Tourist destinations in these areas will be full of Asian visitors,” he told delegates.
• Rewarding owner loyalty with incentive travel programmes;
DID YOU KNOW? JOHN SPENCE WAS ONCE MUSIC AGENT FOR BANDS CULTURE CLUB, THE EURYTHMICS AND BANANARAMA
• Fee collection services featuring on-line payment training and enhanced reporting;
• Legal services including set-up of new projects and agreements; and • Marketing and PR through press support and coverage.
For more information or to share an idea for the RCI Affiliate Access Programme, please email Vicky.funnell@rci.com
TATOC CONFERENCE 2015 in photos
Katrina Pascazio and Allan Reich, QLodges and John Tweddle, The Carrick
Pat May, DAE with Ian and Jacqueline Kerr, TATOC
Marianne Mallia, Pine Lake and Phil Morris, Benal Beach
Eivind Steffensen, Regency Resorts and Ian Goddard, Richvale Resorts
Jackie Collins and David Francis, Crown Resorts
Oliver Turner, Sunset View with Sue Barnett, Sunset Bay
Darren Ettridge, Interval International with Dimitris Manikis, RCI Helen Foster, RCI and Jonathan Worth, Craigendarroch
Perry Newton and Gavin Dickinson, Azure Services
Vivienne Noyes Thomas, Christel House and Ron Howell, HMC Funding
Francis Taylor, DAE with Jennie Thompson, RFS
Tony Rhodes, Club Olympus with Harry Taylor, TATOC
Jon Baker, Connections Money; Sue McNicol, RDO; Jodie Darnbrook, Club Olympus and Paul Gardner Bougaard, RDO
Shaun Lamont, Club Leisure Group, with Geoff Chapman, TATOC
David Manning, Rhinefield and Neil Jennings, TATOC
Jackie Murphy, Flagship with Lorraine Karabin, RCI
Christine Roberts, TATOC, with Peter Vanderhorst, @WorkInternational and Richard Coles, Cameron House
Peter Bakaj and Vicky Dubois Sandy, Resort Solutions Sharetime issue 21 | 17
TATOC CONFERENCE 2015
Paul Gardner Bougaard PAUL GARDNER BOUGAARD
“All RDO members have to offer exit provisions to their members. These are to be expanded so that three years’ of maintenance payments is the maximum that can be charged to release owners from their contracts,” he said.
Is there light at the end of the tunnel?
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his was the question asked by the Resort Development Organisation’s chief executive Paul Gardner Bougaard. The industry is still in good shape, he told delegates. In 2013, RDO members sold €539 million of new timeshare; there were 20 million owners worldwide and 1.5 million European owners. The U.K. was still the largest market in Europe with 600,000 owning families. The biggest frustration for the RDO was the lack of enforcement of the EU Directive by the U.K. authorities due to financial constraints. As a result, and supported by the European Union, the organisation is set to make a complaint to the government about its lack of action. Addressing the issue of exit strategies, Gardner Bougaard announced a new RDO policy, due for official release in spring 2015.
18 | Sharetime issue 21
The new provisions are not draconian, but if members are not able to comply within two months they will have to resign their membership of the RDO. IN
2013 RDO MEMBERS SOLD €539M OF NEW TIMESHARE 20M OWNERS WORLDWIDE U.K. WAS THE LARGEST MARKET WITH 600,000 OWNING FAMILIES He expressed his disappointment at the recent legal case lost by the Anfi Group in Spain and warned that the claims companies would now “jump on the bandwagon” - which was alarming. However, answering his original question: “It’s clear that there is light at the end of the tunnel for timeshare.” With the RDO initiatives including the new DIY timeshare release website, Time To Share campaign, sales accreditation programme and the successful partnership with TATOC, it was evident that the industry is “marching on the right path.”
ALEX RADFORD
There is no magic wand when it comes to overcoming the issues of owners wanting to return their weeks, but there are some tips to help resorts.
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o said Alex Radford from My Lawyer In Spain as he outlined how he believed resorts should behave. First, check the club constitution to see what is allowed. If weeks cannot be handed back, then the committee needs to ask, why not? “Why keep someone as a member when they do not want to be?” Second is to review and change the constitution, release units from trust and sell them and then speak with marketers, rental and sales companies. Determine whether your resort is sustainable as a business that can continue to provide the hospitality levels promised to owners. Consider the duration of the club. If your membership is unlikely to survive the duration of the club at its present level, change it with a vote. Finally, decide what happens when a member dies. Are you happy that beneficiaries continue with the membership when they do not want the liability?
TATOC CONFERENCE 2015
DARREN ETTRIDGE
The biggest change in our lives has been the evolution of the Internet: no company, brand or service is immune to the effects that changes in this technology have brought.
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his claim was made by Darren Ettridge, SVP at Interval International. Timeshare resorts need to be aware that the expectations and activities of their owners are changing every year.
Darren Ettridge
SVP Resort Sales & Business Development (EMEAA) at Interval International.
Timeshare had evolved from fixed weeks to floating time and then to points. But Interval’s experience showed that new owners are going back to fixed week products so they can get exactly what they want. Timeshare was sold in perpetuity because owners wanted it that way and no one foresaw the issues the industry is facing today. However, resorts are changing their products to shorter five- and ten-year term programmes. Marketing has also changed.
The days of junk mail have gone because of the prohibitive costs. Today, small, targeted mail shots were proving more relevant and successful. Changes to legislation, he said, had proved a negative impact on sales and marketing practices. “Legislation may have protected the consumer, but it hurt the industry and driven out the good as well as the bad.”
Most popular resorts revealed
Silverpoint launches plan to help legacy resorts
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The research was based on the reviews and ratings of members on their immediate return from their exchange holiday.
ERA’s vision is to bring together all of the independent timeshare resorts in the U.K. and Europe to provide them with the benefits of a collective branded identity, while continuing to maintain the freedom of an independent operation. The three main elements of ERA are:
ial An Exchange executive Paula Vickers revealed the results of research looking at the most popular resorts in Europe and the U.K.
Members were asked to grade the resort visited from one to five on seven different criteria including: resort helpfulness, maintenance of public areas, leisure facilities, overall unit quality, furnishings, appliances and cleanliness. The top three resorts are: • Tresco (scored 4.9 out of 5), • Island Residence Club Radisson, Malta (4.9 out of 5) and • Underscar, U.K. (4.8 out of 5). • Of the top 50 resorts, 21 were located in the U.K.
ilverpoint has launched the European Resort Alliance (ERA), a concept for the ‘legacy independent’ resorts in Europe.
1. Management company: The benefit from a big brand experience while maintaining independent values; management efficiencies and global distribution channels for unsold or un-owned inventory. 2. Sales and marketing: A re-sale service, outlets for the increase in re-possessed weeks and for owners seeking an exit. 3. Vacation club: A new, exciting and flexible product providing the latest and best modern travel offerings. Sharetime issue 21 | 19
TATOC CONFERENCE 2015
INTERNATIONAL PANEL This year’s international panel of experts (from left) included:
Comments came from: Geoff Chapman, TATOC director: We have become negative because someone told the government that timeshare was rubbish. We talk about exit policies so much because we have to stop the legislation that could be implemented which would have killed it off.
Dimitris Manikis (DM) from RCI;
Phil Watson (PW) Worldwide Timeshare Hypermarket
Rami Filo (RF) of Classic Holidays
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oderator Robin Mills asked panelist to discuss the main issues facing their marketplace. RF: New financial legislative changes in Australia are impacting sales representatives. We are moving to a point where salespeople must now be registered and trained to degree or diploma level in financial advice. PW: The focus on exit routes is a load of toffee. With our new club, which gives members the opportunity to leave their timeshare, no one did. What they like is that the facility is there. Promotion of the industry is now important and we need to look into how this is funded. DM: The focus on exit just winds me up and we believe our own story that everyone wants to Dimitris Manikis from RCI with Phil Watson from Worldwide Timeshare Hypermarket and Rami Filo of Classic Holidays
20 | Sharetime issue 21
leave. My daughters will only holiday at timeshare resorts and being timeshare owners is the best thing we have done. Yes, clubs need to re-structure their constitutions but the focus needs to be on other things. RM: Do you think Europe is a dying market? RF: In our own backyard we are successfully generating sales to a new generation but we have pulled back from entering the European market. Europe has some magnificent properties but these mature resorts need advice from the professionals, bring sales teams back to the resorts and give management a side role. Owners are making choices that will not appeal to a younger market.
Jan Tilley, Pine Lake chairperson: We all love timeshare but if we put 20 pence on our fees to fund promotion, we want to see the industry doing the same. Paul Gardner Bougaard, RDO: Everyone has bought into the new ‘Time To Share’ campaign but we need to address the issue of the old lady who cannot get out of her contract. This issue has to be rectified without encouraging people to leave. Stuart Lamont, chairman Club Leisure Group: Resorts are currently structured for a certain market niche. This needs to be changed with a younger owner committee to develop the product that suits their needs. In South Africa we re-modelled resorts to fit a younger generation with easy repossessions to fund the management fee.
TATOC CONFERENCE CONFERENCE BREAKOUT 2015
CHAIRMeN’S PANEL know that we need to modernise and the reaction from owners is positive. The discussion was opened to the floor for comments.
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oderator Robin Mills (RM) asked Phil Jennings about the recent turbulent times at Club Las Calas. PJ: We are an owners club with 3,500 owners with a number of unsold and re-possessed weeks. While we were financially OK with a fair management fee and four per cent added to the sinking fund each year, we realised that we needed a commercial partner to increase rentals and sales. RM: Any highlights from the topics discussed this weekend? RC: It is clear that at developer-run resorts exit strategies for those in need must be considered to stop owners getting scammed. JD: For many resorts rentals are the one activity keeping them going. RM: Many resorts have a capital partner but what is it that they can offer? JD: They control everything but it must be managed in partnership with the owners.
This year’s chairmen’s panel (from left) included: Phil Jennings (PJ), Club Las Calas;
John Davey (JD), The Alpine Club
Richard Coles (RC), Cameron House;
PJ: Our partner took over sales but we made sure that owners could still buy a single week. To date we have made 300 sales and we’re working with them to develop new products. A core of owners did not want sales on site, but they are quieter now they can see that it is not too bad. We use the Facebook page and website to communicate with our owners. RM: How is the new venture with QLodges going? RC: QLodges are showing much more interest in the timeshare side and we are positive that progress will be made with exit, referrals, rentals and so on. We
Stuart Lamont, chairman Club Leisure Group: The new generation of owners want good accommodation but their primary requirement is what they can do at the resort. Jonathan Worth, Craigendarroch: Youngsters can’t afford to buy a house let alone a timeshare. We need to look further afield and target this market. Helen Foster, RCI: There is a passion for travel among the younger generation and RCI works with companies to address this and get the message out. RCI has launched a Chinese language website to look at this market. Tim Hiles, Royal Tenerife Country Club: As a pilot for Ryanair I can see similarities with the image of the timeshare industry. We need to review the cost of maintenance fees and reduce the need for exits. We need to do a Ryanair and make ourselves better.
2016 DATES TATOC Conference: 4-6 March 2016 Joint TATOC RDO Seminar: 4 March 2016 (TBC)
Sharetime issue 21 | 21
LUXURY HOLIDAYS OF A LIFETIME FOR A LIFETIME WHY CHOOSE THE TIMESHARESHOP LTD: - Buying Timeshare - Guaranteed competitive prices when buying your timeshare
The Timeshareshop is a family run business specialising in all aspects of timeshare ownership. We have a 25 year history of providing an effi cient and reliable service for all our clients. Whether you are thinking of buying, selling, renting or exchanging your timeshare we offer friendly and honest advice. Our experienced consultants are available on FREEPHONE 0800 542 4466. The Timeshareshop Ltd is recommended by the Timeshare Consumers Association. As silver affi liates of TATOC, The Timeshareshop Ltd will adhere to the code of conduct issued in 2011. All companies wishing to affi liate to the Timeshare Association are thoroughly vetted beforehand and continually monitored. Further details of the code of conduct can be found on the Associations website: www.timeshareassociation.org
We have an extremely competitively priced portfolio of timeshares for sale worldwide and are confi dent of meeting your needs. Secure and fl exible payment terms available on all slaes. - Selling Timeshare - Free registration, valuation and advice for sellers We will register your timeshare free of charge and give an honest and realistic valuation of your expected return both in terms of price and timescales. - Renting Timeshare - Rental portfolio now available at affordable prices Why not rent your timeshare? Rental timeshare popularity is on the increase. We can rent your unused timeshares and save you unnecessary management fees. - Exchanging & Upgrading for Timeshare Are you are finding that you cannot use your existing timeshare or timeshare points? Too far to travel? Too inconvenient? Management fees too costly? Why not part exchange your week(s) or points for lower management fees with a resort more accessible you and your family. - Tailored options to meet your needs - Points packages with massive savings - No cold call promise - Service Quality Assurance Guaranteed
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EXCHANGE NEWS
RCI NEWS A world of quality EXPANDS
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ast year RCI added more than 150 new properties to its global exchange network. New resort choices include the Italian seafront property Domina Zagarella, Sicily; Cactus Resort Sanya in Southern China; and the Mexican beach resort of El Dorado Maroma. Dimitris Manikis, RCI VP for Business Development, said: “Providing our members with choice is very important to us. Even more important, is that we consistently provide our member families with quality holidays.” RCI operates a resort quality improvement programme and works with any resort falling
The pool area at Domina Zagarella, Sicilly
below requirements to help bring them up to expectations. Failure to meet RCI quality criteria results in disaffiliation from the RCI network. “It is important we highlight resorts we disaffiliate, as well as those we affiliate. Last year we removed a significant number of resorts from our exchange system in Europe, Africa and Middle East, which did not meet required standards. “We are always here to help, not just for exchange bookings, but while members are away, should they need us, via our 24-hour helpline, and when
New Mexican Caribbean resorts for Interval International
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nterval International has affiliated further Palace resorts located in the Mexican Caribbean to its exchange network. The Palace properties are situated in some of the Caribbean’s most highly demanded locations and include: • Beach Palace, Sun Palace, Moon Palace Golf & Spa Resort – Grand, Moon Palace Golf & Spa Resort – Sunrise,
Moon Palace Golf & Spa Resort – Nizuc, Moon Palace Golf Villas, and Le Blanc Spa Resort, all in Cancún, Mexico • Cozumel Palace, in Cozumel, Mexico • Isla Mujeres Palace, in Isla Mujeres, Mexico • Playacar Palace,in Playa del Carmen, Mexico • Moon Palace Jamaica Grande, in Ocho Rios, Jamaica
they return, completing a comment card feedback to let us know about their holiday. “When booking an exchange holiday, RCI members can also be assured that we only work with resorts which meet our stringent health and safety standards.”
DAE scoops top honours
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xchange provider, Dial An Exchange, has been named the global timeshare industry’s best overall company with less than 250 employees for the second year at the 2015 Perspective Magazine Awards. The exchange company was also honoured with a fifth consecutive title for best customer services and took best consumer product for the second year running. The gala awards were presented during the 2015 GNEX Conference, in San Diego. CEO Francis Taylor said: “The awards are the highest honour a timeshare company can receive and it is so rewarding to receive these accolades at the industry’s night of nights. We have shown that providing a commitment to extraordinary service – putting the member first every time – has set us apart as an exchange company.” Sharetime issue 21 | 23
FEATURE
Confessions OF A SALES CONSULTANT Sally Angel with TATOC’s Harry Taylor
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didn’t believe in love at first sight until it happened. The moment I entered Hesketh Crescent and saw the Osborn I was captivated and jumped at the opportunity to become a sales consultant. Not only was it England’s pioneering timeshare development, it was a retreat for the great Victorians Darwin, Brunel and Angela Burdett-Coutts. In the good old days, attracting prospective buyers was simple. A small advertisement in a national newspaper resulted in a wave of bookings in the adjacent Osborne Hotel and daily viewings from sunrise to sunset shared among a sales team. We were confident in our product from the start and even self-imposed a 14-day rescission period long before it became E.U. law. There were no gimmicks - just a nice cup of tea and no obligations. We achieved an industry-high conversion rate of one completed sale from three visits, and the satisfaction of holiday dreams being fulfilled for decades to come. However, here’s my confession. I became jealous. Our guests were
Sally Angel, sales consultant at The Osborne Club in Torquay for 30 years, shares her experiences at England’s oldest timeshare resort.
enjoying the irresistible charms of The Osborne just a little too much. I had to do something about it. So, although living just down the road, I became an owner and, mad as it may sound, disguised in sunglasses and straw hat sneaked in for my annual holidays. Today, I’m the sole surviving sales consultant and grateful for the many referrals our owners have provided. However, we replicate some of the challenges other shared-ownership developments now face. We’re delighted when owners pass apartments on to their family although others, sadly, need to re-sell. This has created a buyer’s market with some lovely apartments available at fantastic prices. Recognising changes in holiday trends, we’ve launched HOLIDAY 5 - a five-year membership option for a selected number of apartment weeks. We haven’t advertised for a long time, but with a refurbishment programme underway, including free Wi-Fi in every apartment, we’re about to start again.
We’re not sure if placing a small advertisement to promote the timeless delights of The Osborne will work today - but maybe a few ‘tweets’ might – fingers are poised! I always warn potential buyers that owning a week at The Osborne will pose some major questions. Will they have a lazy day reading their Kindle while supping a glass of Pinot Grigio or will they pack a picnic and head out to beautiful Dartmoor? The only possible drawback to owning at The Osborne that I can think of is that you might not get a strong mobile phone signal. But that’s all part of the master plan to ease our guests into a relaxed, holiday mode. In the meantime, our gardener’s planting flower boxes for this year’s Torbay in Bloom competition and paddleboards are being polished for the spring tides so the honeymoon may continue.
For enquiries, please contact The Osborne Club: www.osborneclub.co.uk Email: sales@osborneclub.co.uk Tel: (01803) 209600 Sharetime issue 21 | 25
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WHY I LOVE MY TIMESHARE
Time To Live
Three generations outside the Villas at Chayofa
Tracie Bushell lives life to the full and uses her RCI membership to get the most for her family from timeshare ownership.
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latinum member Tracie bought a week at Holiday Inn Orange Lake – West Village in Orlando in 1996. Using her RCI membership, she has tailored her holidays to suit the changing needs of herself and her family. “That first stay at Orange Lake really opened my eyes to how I could be holidaying, “ she says. “After hotels, the accommodation seemed luxurious and I really enjoyed the feeling of security. “The early years were about my daughter Shellie. She loved the theme parks and the pools; I enjoyed the freedom to relax which you just don’t get in hotels.”
can count. We love The Regency Country Club Tenerife. The pool, the accommodation and guest areas are all amazing. The staff always remember us and I consider them to be like family.” Tracie and Joan have combed every inch of Tenerife during their visits. “We eat in the local restaurants, take in the views on Teide and listen – you literally can hear a pin drop.” Last year Tracie, Joan, Shellie and her boyfriend, along with Tracie’s brother and his wife, took their first holiday as a complete family at The Villas at Chayofa.
Tracie, from West London, has a full work schedule. Since buying timeshare she has enjoyed a variety of holidays – and more of them.
“We had a huge villa with three bathrooms, our own private pool, a basement sauna and wine cellar. It was ideal for a family party and it was my membership that made it possible!”
“Europe was my next adventure,” said Tracie, who now takes her mother Joan on holiday with her. “Mum and I found Ibiza to be a truly beautiful island and the Ses Fontanellas Plaza resort was very relaxing.”
“People just don’t realise what you can get out of RCI membership. I’m now looking at using exchange and RCI Extra Holidays for New Zealand and New York.”
Tenerife has a special place in their holiday hearts. “We have been back more times than I
“I absolutely love my holidays – they are worth putting in that bit of groundwork to get all the fabulous breaks I enjoy.”
Read Tracie’s full story at eme.endlessvacation.com. To learn more about RCI membership visit rci.com or call 0845 60 86 360
QUICK NOTES An Exchange asked its Dial members why they love their timeshare. Isobel Robertson It’s like home from home with so much more. Golf, skiing, walking. Our chalet at Dalfaber, Scotland looks over the golf course to the wonderful Cairngorms, which look fantastic at any time of year and offer many outdoor pursuits. Rosemarie DaCosta Sutton Hall is such a small intimate place set in stunning North Yorkshire. Amazing holidays whatever time of year. No need to book flights, exchange currency, easy to get to and so well run. Janey Simpson It’s in the middle of St David’s close to good coastal walks, pubs and restaurants. It’s just great and we’ll never get tired of it. Sharetime issue 21 | 27
SENDING FUNDS ABROAD? IT’S ALL ABOUT CHOICE Cost effective financial services are no longer just for committees and developers. Individual members can now enjoy them too. In partnership with specialist foreign exchange dealer Baydonhill, Resort Fiduciary Services is offering you the opportunity to apply for your own personal foreign exchange account. You’ll benefit from up-to-the-minute exchange rates and lower transfer fees than through your bank. Alternatively, RFS can provide a multi-currency collection system for payments by credit/debit cards or by transfer using local banks. To find out more please contact Andrew Horton on: tel: +44 (0) 1234 888777 Skype: andrew.horton6 email: info@resortfs.co.uk Baydon Hill is authorised by the Financial Conduct Authority reference no. 535939
Members can pay their management fees, purchase additional weeks and pay for rentals locally. Funds are then transferred to the resort in the required currency using the benefit of RFS rates.
Applying for your own foreign exchange account through the RFS website or directly with Baydonhill is simple. Just quote RFS or Sharetime to ensure no transaction fees.
www.resortfs.co.uk / www.baydonhill.com/private-client/open-an-account
TIMESHARE NEWS
BEWARE CLAIM FIRMS WARNING TO OWNERS
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wners of Spanish timeshare have been warned to beware of approaches by so-called claims companies offering ‘trouble-free’ legal support.
Timeshare advert ruled misleading
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he Advertising Standards Association (ASA) has carried out an investigation into Solution for Timeshare following a query about the legitimacy of the testimonials featured on the company’s website.
This follows a recent ruling by the Spanish Supreme Court finding in favour of a claimant who brought a case against the Anfi group.
Similar testimonials, with different names and locations, have also appeared on the Swedish version of the website.
Anfi’s legal advisors say the court’s judgment has been a misrepresentation of Spanish law and has limited applicability, citing the two European timeshare Directives.
Solution For Timeshare, which claims to offer legal cancellation of timeshare contracts, did not respond to the ASA’s enquiries. As the ASA had not seen evidence to demonstrate the testimonials were genuine, it concluded that the advert was misleading.
The TATOC Consumer Helpline has urged owners who “have concerns” or have been targeted by claims companies to contact their resort management or developer. Alternatively the Helpline can offer help and advice by email: info@tatocconsumerhelpline.eu or by telephone: 0845 230 2430.
The advertisement must not appear again in its current form and Solution for Timeshare were told to hold evidence that their testimonials were genuine.
SCAM Timeshare scam smashed
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osta del Sol police have arrested 56 people implicated in a timeshare re-sale scam. The three-tier scam involved calls from fake lawyers and court officials persuading owners to hand over up to £35,000 after being conned into selling their timeshare.
Telesales operators contacted victims and offered them attractive prices to sell their timeshare and took advantage of their ignorance of Spanish law to instruct them to pay administrative or public notary fees. Once victims had been conned, a second group would call, claiming to be lawyers launching a group action on behalf of victims and asking for money upfront.
The third tier involved people posing as court officials ringing victims to say cases had been resolved in their favour, but they had to pay fees so they could obtain their cash settlements. Lead investigator, Inspector Mercedes Perez Quesada, added: “The scam sounds very crude, but we estimate the fraudsters netting between £3.5 million and £4.5 million a year.”
Sharetime issue 21 | 29
AFFILIATE NEWS
Silverpoint welcomes new director
Re-sales site becomes multi-lingual
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e-sales company Confused About Timeshare has installed the Google Website Translator plugin on to its website to assist non-English speaking visitors. The plugin, which is powered by Google Translate, can be installed onto any website to make the site available in 90 other languages.
language, which will hopefully stop them bouncing off to another website.”
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ilverpoint has appointed a new director of product development.
Ruth Webb, a former head of product development at RCI, brings more than 25 years experience to the role.
Visitors to a website with the installed plugin see an info banner at the top of the page asking them if they’d like to translate the page. They can also translate the page by using the Website Translator’s language selector that’s embedded in the page.
Said managing director Mark Bell: “By adding the Website The visitor sees the translated Translator plugin to our website, text in the original website our international guests can without having to reload or view a translated version of being redirected to another ourCAT2398 site instantly their own Advert, page or site. Love in Timeshare new logo 148x105mm v2.pdf
“I am absolutely delighted to be joining a progressive and forward thinking operation that has some fantastic plans for the future,” she said.
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Ruth will be working closely with all Silverpoint departments responsible for the creation and delivery of Silverpoint’s latest travel and leisure offerings. 14/05/2015
buy sell rent
love
timeshare ownership
14:25
With roots that go back more than a decade, the timeshare resale specialists at Confused about Timeshare are proud of our heritage. With our professional service we take the stress out of any decision making and thats what makes us your timeshare resale agent of choice. Buying, selling or renting we invite you to receive a FREE market appraisal of your timeshare ownership and would be delighted to offer you practical and professional advice WITHOUT OBILIGATION.
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TATOC Affiliated Resale Company
30 | Sharetime issue 21
01784 451 355
confusedabouttimeshare.co.uk
AFFILIATE NEWS
Resorts best run in ‘true partner’ style
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wner committees are elected by their peers to represent the best interests of all owners and determine the club’s overall strategy. The sheer complexity of club operations, however, means a third party professional management company often becomes a valued ally in this. To function at its most effective, this relationship has to be found-
ed on excellent communication and close co-operation. “We are actively involved in the day-to-day operations on behalf of the elected committee. We partake in committee meetings, disseminating information and following through on the agreed strategy,” says Vicky Du Bois-Sandy, account manager at Resort Solutions. The management company supports committees by providing a raft of essential business services. Owners who wish to be directly involved in the running of their resort are recommended to stand for election to the committee.
Phil Watson, MD Worldwide Timeshare Hypermarket
Worldwide Timeshare Hypermarket extends European reach
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e-sale organisation Worldwide Timeshare Hypermarket has launched a German-speaking division. The move addresses the growing need for an effective re-sale market to service timeshare owners in Germany, Switzerland and Austria.
It’s a Malt-Teaser: Azure TV YouTube Channel Showcases Malta
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he Azure Malta team has launched a platform, Azure TV, to communicate with members and guests. Azure Malta manages RCI affiliated-resort Golden Sands Island Residence Club and its team is creating an online community for resort guests and shared-holiday ownership members. The video content on Azure TV features a dynamic YouTube playlist and is designed as a fun way
for guests and members to find out what is happening, both at the resort and across the island of Malta. The playlist also includes interviews with Azure members, guests and much more. Azure TV is produced, presented and edited by the Azure Marketing team, making the whole project very personal to guests of Golden Sands Island Residence Club.
youtube.com/azuremalta
Germany has an estimated 190,000 timeshare owners. Despite the substantial owner base, the re-sale market in Germany is still far from highly developed. Hypermarket’s CEO Philip Watson commented: “If the owners have desirable weeks at popular, brand-name resorts and have a reasonable asking price then it’s more than possible we can match them with a suitable purchaser within a short period of time.” A fully translated version of the company’s website can be viewed at:
de.timeshare-hypermarket.com
Sharetime issue 21 | 31
All Inclusive holidays – good for tourists, not so good for local communities
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he move towards all-inclusive holidays is a negative development, according to a survey by the charity Tourism Concern. Almost 70 per cent of the 1,750 responders had been on an all-inclusive holiday. However, the majority
believed that while tourists benefited, they thought local communities were made worse. Nonetheless, 42 per cent of the survey sample said they were likely to go on an all-inclusive holiday in the next two years.
‘Millennials’ SEEK HOLIDAY CHANGE
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he millennial generation is travelling. The United Nations estimates that 20 per cent of all today´s international tourists were born between 1980 and the early 2000s. This translates to 200 million travellers. Younger travellers, it says, are looking for new types of travel. Timeshare resorts with weeks available for sale and rental need to know more about them.
They’re committed to travel.
According to a survey published by Expedia, those 30 and under report taking an average of 4.2 leisure trips a year, more than any other age group.
The pool at Maritima The upgraded pool at Calypso
They don’t visit destinations.
They experience places. Younger travellers are less interested in “the traditional sun, sea and sand holidays” than previous generations. They don’t place value on ownership. Millennials place more value on access than on whole ownership. This could contribute to the surge in their purchasing timeshare, which offers access to a resort without the full investment of a second home.
Thoroughly modern management
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anagement company Resort Solutions has been working with its owner committees for the successful implementation of maintenance and refurbishment works. Recently completed improvements at Lanzarote resorts include: a new swimming pool liner and replaced barriers for the children’s pool at Club Maritima; and a new liner, chlorination system and steps for the children’s pool at Club Calypso and new mood lighting. “Pools are a strong focal point of any resort, but the aim was not just to improve their appearance but to make them easier to maintain and to improve health and safety,” said RSL account manager Vicky Du Bois-Sandy. 32 | Sharetime issue 21
They do their research.
Before making a purchase, nearly three-quarters of millennials research the product on-line. According to the American Resort Development Association, 42 per cent of new timeshare owners experienced the product first-hand by renting before making the purchase.
They’re mobile.
Younger groups are more likely to book and research their travel on-line and through mobile devices. Only 18 per cent of those under 30 have not used a smartphone for travel, according to an Expedia survey.