Sharetime Magazine 6 by Sharetime magazine from TATOC

ISSUE 6 â&#x20AC;˘ Spring 2011

Introducing the worldâ&#x20AC;&#x2122;s number one vacation lifestyle

Front page sponsored by Silverpoint

SHARETIME

From the desk of the CEO

Where has the year gone?

he winter/spring period with the TATOC conference and annual meeting to arrange is always a busy time, but this year it was exceptional. More resort members, more individual members and many applications for accreditation plus a sell-out conference. We survived!

results are promising. The 12 objectives include re-writing the code of conduct and codes of practice so that they conform to the new legislation. We also plan to grow resort and individual membership. I will report back in later editions and also on the TATOC website.

The conference was voted a resounding success and thanks go to all involved - with a special mention for Pauline, Francis and Mark from the TATOC office.

We continue to liaise with Mr Ian Moran from the Surry Police economic crime unit. It is a pleasure to report that Ian and his colleagues have continued their 2010 success by closing down more scam websites this year.

The after conference survey of the 110 delegates had a remarkable 62% response rate. The hotel, location, presentations and presenters all scored highly. The question asking if there was a need for the conference to begin on a Friday afternoon received a majority “yes” with a few saying “maybe”. There is a full conference report in this issue. Harry Taylor, CEO

The TATOC board has started work on the objectives set for 2011/2012 and early

Ask the Editor by Mark Caldicott

he focus of Ask the Editor in this edition is on ‘bogus’ legal firms. There is considerable concern within the industry and consumer bodies about companies who contact timeshare owners promising to take class actions to recover money. They target those who believe they have lost out in unhappy deals with timeshare marketing and re-sale companies and other products such as holiday packs, discount travel membership clubs, cash-back schemes and re-claim certificates. The following letter from Mr. Martin O’Hara, from Leeds, is typical of the many questions handled by the TATOC helpline: “We have recently received a call from a legal company saying that the cash back scheme we signed up to two-and-half years ago has not been registered correctly and if I pay them £247.50 and go out to Tenerife they can reclaim 90 per cent of our £3,000 bond. We are suspicious about sending further funds. Can you offer any advice?”

The TATOC helpline replied as follows: “Many consumers are made promises of large cash-back returns through different schemes. The returns promised are usually around 90-95 per cent. The reports that we receive here at TATOC are that consumers are fortunate if they receive around five to ten per cent of their money. Many receive nothing. In many cases, when the consumer arrives in Tenerife to attend the pre-arranged meeting, there is no consultant waiting for them to help re-register a cash-back certificate. Instead there is only a sales and marketing representative with a presentation to buy into a new timeshare scheme with the promise of the cash-back coming from that deal in a further five years. TATOC suggests you exercise the greatest caution in dealing with any company offering this service, especially when it requires a considerable up-front payment or provided you purchase any other product to qualify you for their assistance. TATOC also advises consumers never to deal with any company that “cold calls” offering assistance. If you are unsure please call one of our experts on the TATOC helpline (0845 230 2430) or, if you have access to the internet, do some research on the company and check before proceeding.

TATOC accepted an invitation to be a member of a panel debating ‘The challenges we face (burning Issues)’ at the Global Networking Expo (GNEX 2011) & Perspective Magazine Awards Gala. More in the next edition. Now enjoy this special conference edition and remember to put the date of the next TATOC conference - March 9-1, 2012 - in your diaries.

Star letter “Some time ago you sent us information on the procedure necessary for claiming money back from our credit card provider because we had been mis-sold holiday weeks. We followed these procedures and were refused a refund at our first request. We sent a further request and also asked for a letter, in the event of deadlock, to forward to the Financial Ombudsman if their position remained the same. As a result we received various phone calls asking for further information which resulted in our receiving a refund from the credit card company. We would like to thank you very much for your help and advice. It gave us the extra confidence to keep on going after the first refusal and the advantage of being able to show the company we knew the appropriate Act and procedure for claiming our refund.” Dave and Jean Mellor Note: A letter of deadlock comes from the credit card company. If a consumer has been scammed and lost their money and the bank is being unhelpful, the consumer can request a letter of deadlock from the credit card supplier to forward to the financial ombudsman for them to look into the case.

ISSUE 6 • Spring 2011

Fair tax on flying campaign More than 25 leading names in the U.K. travel and tourism industry have united behind a campaign calling on the government for a fair tax on flying.

ith fuel prices reaching record levels, the campaign is calling on the government to halt any further rises in aviation tax. Revenue from Air Passenger Duty (APD) has increased by 2,600 per cent since it was first introduced in 1994. This year £2.2 billion of holidaymakers’ and business travellers’ money will pour into the treasury’s coffers. The government has stated that it intends to raise the tax by a further £1.4 billion by 2015. In a new survey conducted by the Association of British Agents, which is spearheading the ‘fair tax on flying’ campaign, the British public has overwhelmingly indicated that the current level of taxation is “too much”. Almost two thirds of consumers [63 per cent] believe the current level is too high, 21 per cent say it is at about the right level - and only five per cent think it is too low. Moves to further increase the rate of aviation tax are therefore likely to be met with significant consumer opposition. Holidaymakers or business travellers flying from the U.K. pay by far the highest levels of flight tax in Europe. Five European countries currently levy versions of an aviation tax but all at significantly lower rates than the U.K.

For example, a family of four flying to Florida will pay £240 in flight tax; if they fly to Australia they can expect to pay an eye-watering £340. This compares with just £11 for an Irish family flying to the same destinations or £15 for a French family. Even on European flights, U.K. passengers are being stung: a British family pays twelve times as much in tax as a French family. Additional research commissioned by ABTA shows that three in four air passengers have no idea how much tax they’re paying. It is thought that this lack of awareness among consumers has left the door open for the government to introduce successive increases. All APD rates paid by passengers were doubled in 2007, and massive rises hit passengers again in 2009 and 2010. Also worrying is the impact that the increasing level of aviation tax is having on the U.K. economy. Since 2007, when the government began to introduce significant tax hikes, air passenger numbers from the U.K. have fallen by 22 per cent from more than 81 million a year in 2007 to 63 million a year in 2010. Heathrow Airport, Britain’s busiest and main international hub, has fallen from first to fifth place in Europe in terms of destinations served in the last 20 years.

As visitors to the U.K. are liable to pay the tax when they fly home it is feared that holidaymakers and business travellers may simply by-pass the country altogether, an issue of real concern in the run-up to the 2012 Olympics. Governments in Denmark, Sweden, Malta and the Netherlands have all axed their versions of aviation tax after assessing the negative economic impacts on their economies. A social media campaign has been launched, inviting members of the public to sign up and get behind the call for a Fair Tax on Flying (www.facebook.com/afairtaxonflying). Comparative European APD or equivalent tax rates for a Family of Four travelling in economy class in sterling. (Euro rates converted at £1 – 1.1 Euros)

FROM TO

U.S.A. Europe Australia

U.K. 48 240 340 Germany 30 90 164 Austria 30 90 127 Ireland 11 11 11 France 4 14.5 14.5 All other 22 0 0 0 member states

New board member appointment

r. Richard Coles is a new TATOC board director, having been elected at the recent annual general meeting.

Mr. Coles, a retired capital accountant, is chairman of the owners committee at Cameron House, a De Vere resort located on the banks of Loch Lomond, in Scotland. Mr. Coles owns two weeks at the resort and joined the owners committee in 2003.

He has been chairman of the committee since 2005 and is heavily involved with the running of the resort. Recently this has included the negotiation of a new management agreement which came into force on January 1, 2011. “We initially bought our timeshare in 2000, mainly to force us to take holidays as we were so bad at it. We bought a second week in 2008”, he said. During Mr. Coles’ career as committee member and chairman, Cameron House has enjoyed a number of highlights, including a rolling refurbishment programme designed to improve the quality of the estate’s lodges. In addition the resort has implemented a world class television system which should

be operational by May 1, 2011. It will deliver an improved digital TV signal and provide films, a wide range of channels, WiFi within the lodges and a central messaging facility to inform owners of on-site services. “The committee has developed a close working relationship with the management company which, in my opinion, is essential to the effective delivery of services to the owner base,” he said. “I am delighted to join the TATOC board and hope that my experience as an owner and committee chairman can be beneficial.” Away from Cameron House, Mr. Coles now works part-time as a self-employed photographer and framer. His hobbies include travel, nature and bird photography and bowls.

ISSUE 6 • Spring 2011

TATOC assists with Which? Travel reader queries

r Geoff Chapman, TATOC director, told delegates that TATOC had been working with Holiday Which? In January, 2011, Holiday Which? was re-launched as ‘Which? Travel’ to broaden the scope of the publication; TATOC was invited to the launch event in London.

asked: “Do you own timeshare and need advice?” They were invited to write in with details “and one of the TATOC experts will call you back”.

TATOC helpline, around two-thirds of consumer contacts are simple enquiries and only one third complaints.

The feature week ran from January 17 – 21, 2011. Some 32 readers responded and their comments were forwarded to the TATOC consumer helpline.

“Of these complaints, around 90 per cent are against disreputable non-timeshare scam companies and only ten per cent relate to the genuine timeshare product and the reputable timeshare industry.”

The responses included 42 individual aspects of timeshare ownership, many of them duplicated, of which 33 were requests for information and only nine were complaints.

Mr Chapman added: “Only around three to four per cent of all cases received by TATOC are complaints against the genuine timeshare product and the reputable timeshare industry.

Of the nine complaints five were against the activities of rogue non-timeshare companies, and only four related to a genuine timeshare company.

“We will not miss any opportunity to raise awareness of this and to focus on the activities of rogue companies who prey on timeshare owners and damage the reputation of timeshare.”

The requirement is for TATOC to respond to consumers within 48 hours but Mr Mark Caldicott, helpline manager, told Sharetime “standards for the TATOC helpline are much higher than this.” “The majority of callers were contacted the same day if we received them in time, and all others were contacted the next day. Everyone received the full help and information service available.” Each edition of Which? Travel magazine is scheduled to include an advice service with a special focus on a particular aspect of holidays. TATOC was invited to take part in the first edition of the new magazine. In a feature titled ‘Expert help with your timeshare queries’, Which? members were

A full analysis was given to Which? Travel. Mr Chapman explained: “We joined in this initiative enthusiastically seizing the opportunity to explain that in a typical month on the

Changes at the top

r. Harry Taylor has been appointed executive chairman to the TATOC board. The move was approved by members at the recent annual meeting.

association’s head office in Manchester. In his previous role as CEO, Mr. Taylor oversaw TATOC’s increased acceptance as the voice of owners by the industry, consumer associations and government bodies.

The position will see Mr. Taylor, formerly the chief executive officer, replace incumbent chairman Mr. David Eastburn, who has stepped down after several years’ service to TATOC.

As a happy timeshare owner and longstanding resort committee member (at Sunset Bay and Royal Sunset Beach Club, in Tenerife, and Lakeview Country Club, in Cornwall, U.K.) Mr. Taylor knows the advantages of timeshare ownership.

“We would like to thank David for his hard work and efforts over the past years. TATOC has grown as an organisation both in the number of members and in prestige during his time on the board”, said Mr. Taylor. Mr. Taylor has been involved with TATOC for over 13 years and is based at the

He shares the concerns of his fellow owners about disreputable businesses that have tarnished the industry and believes that the industry and owners need to work together to safeguard and provide the quality holidays owners have purchased.

SHARETIME

Timeshare blogs Keep up to date with the latest industry thinkers

blog is a blend of the terms web and log. It is a type or part of a website maintained by an individual with regular entries of commentary, descriptions of events or other material such as graphics or video.

reviews of holiday destinations and explanations of how timeshare works. These are in both the form of written articles and video features. This makes it a far more user friendly experience and therefore worth following regularly.

Entries are commonly displayed in reversechronological order. Most blogs are interactive, allowing visitors to leave comments and even send messages to each other and it is this interactivity that distinguishes them from other static websites.

Our team at Worldwide Timeshare Hypermarket has a great deal of knowledge about timeshare and therefore the blog is a great way to pass on some of that knowledge and expertise. It is also a good way for our guys to be kept up to date with the happenings within the industry.

Many blogs provide commentary or news on a particular subject; others function as more personal online diaries. As of February 16, 2011, there were over 156 million public blogs in existence. Here we take a look at two blogs that are focused on the timeshare industry. Phil Watson, the Timeshare Lord: With timeshare, we came to the realisation that many people are perhaps nervous about taking the first step towards becoming an owner or are looking for as much information as possible before making any sort of decision. Nowadays, any company that is not only looking to survive, but to thrive, has to be willing to adopt new ways of communicating with its customers both new and old. Just look at the proliferation of company Facebook and Twitter accounts nowadays and even our Timeshare Guide iPhone app! What we wanted to establish, with our blog, was a single, central source of news, advice and reviews for anybody interested in the world of timeshare. The blog is aimed not just at potential customers, but also at the industry itself and can be useful for developers, resort committees and other timeshare professionals as a way of keeping abreast of industry news. We were keen that it should not just be a news site so we will continue to include

As a key feature of the site, we have set up an ‘Ask the Lord’ submission form where anyone can ask questions about timeshare and get a personal response. To date we have had questions from pretty much all corners of the globe and covering topics from “how do maintenance fees differ” to “how can I best use the timeshare points I own.” The blog was relatively straight forward to set up and there are a number of easy- to-use and free blog systems available nowadays (Wordpress, Blogger etc). The hardest part was deciding on a layout and what features to incorporate. We do daily searches about timeshare news articles and decide which ones to include. Our aim is to cover a range of topics so that there should always be something on the blog of interest to people. Blogs and why I write one by Lisa Anne Schreier Lisa Ann Schreier, the timeshare crusader, is the founder and director of Timeshare Insights. She is the author of two consumer books on timeshare and her blog can be found at www.thetimesharecrusader.blogspot.com. We all know what a blog is and some of us read blogs. A smaller number of us actually write them and an even smaller number of us have readers! Let’s face it, part of blogging smacks of

narcissism. Even more so than Facebook. Many of us at one point or another kept a journal or diary; however, most of us never thought or, much less, wanted anyone to ever read it. Putting a blog “out there” in the blogosphere does require a healthy dose of self-importance. I’ve had the incredible good luck to come into the timeshare industry as a total “newbie”, progressed to actually selling timeshare, successfully transitioned to writing about timeshare for a now-defunct on-line publication called ‘The Timeshare Beat’, to now working full time to writing about the industry with a slant towards helping consumers. My blog serves two purposes. One is totally self-serving - in much the same way ‘journaling’ was for me many years ago. It allows me to get my thought out, gets me thinking creatively and, perhaps more important, allows me to vent about what I perceive to be the major challenges timeshare faces. Some of these issues are: the outdated sales and marketing techniques still employed, the lack of transparency, the continued issues of timeshare ‘valuation’ and the growing re-sale issue. The other reason I blog is that I read other blogs and I firmly believe that the best way to be a catalyst for positive change in the industry is for people to share information without the fear of retribution or worse yet, stealing of ideas. Today’s timeshare owners and prospective owners are very different today than they were in 1986. Yet timeshare in 2011 is still too similar to timeshare in 25 years ago. Sharing information, sharing best practices, uncovering scams and working together to make timeshare better and more readily accepted are a perfect fit for blogging. So, keep reading, keep commenting and maybe even start one yourself. Together, we can accomplish great things!

ISSUE 6 • Spring 2011

ASA bans ITRA advert The Advertising Standards Authority has banned a television advertisement by ITRA, the International Timeshare Refund Action group.

ATOC, along with the Resort Development Organisation (RDO) and viewers, contacted the ASA to complain that the advertisement was misleading. The adverrtisement stated in both voice over and on-screen text: “Unhappy timeshare owners? Have your maintenance fees risen again this year? Are you having problems getting a fair exchange? If so, you can join our no win, no fee refund claim.” This was followed by a call-in phone number. The challenge was whether the claim that ITRA was involved in the legal action was misleading and could be substantiated. Those who filed complaints told the ASA they were under the belief that viewers responding to the advertisement were offered other, unrelated services by ITRA. The ASA has banned the advertisement from being broadcast again in its current form and has ruled the advert was “misleading by omission” as it did not mention a ‘club class’ holiday product that it sold to consumers who responded to the advertisement. As Britain’s official advertising watchdog, the ASA aims to “ensure that consumers do not just enjoy the ads they see, but

New U.K. Day national holiday

he Government has suggested moving the May Day Bank Holiday to create a new national ‘U.K. Day’ as part of its long-awaited Tourism Strategy.

they can trust them, too”. Its website explains: “We build trust by enforcing the Advertising Codes written by the Committee of Advertising Practice and acting swiftly when marketing communications break the rules.” ITRA responded by saying it had been using the advertisement since 2008 and had not received any complaints. The company had been working since 2007 and asked lawyers to prepare the ground for legal proceedings against the timeshare industry. ITRA added that the four main areas of complaints were: getting a fair exchange, high management fees, financial arrangements and the difficulty in selling timeshare. They had been gathering evidence for possible claims and launched the TV advertisements in 2008 to find suitable candidates for litigation. By 2009 they had found enough potential claimants to take action – on a no win, no fee basis. When viewers consulted with ITRA they were offered the opportunity to buy another product through ‘club class’ who provided a wide range of options as an alternative to

Prime Minister Mr. David Cameron said he was confident that through the strategy government and industry could together make the next few years “the best ever for tourism in Britain”.

However, the ASA was concerned that this opportunity was not mentioned in the advertisements and judged that the advert had “been designed to sell another product as well and this objective should have been made clear in the ad”. The ASA ruled that the advert contravened certain advertising regulations saying “we considered that, because the ad did not make clear that it was offering another product in addition to the opportunity to join the legal action, it was misleading by omission”. The ASA ruled the advertisement could not be broadcast in its current form.

Other elements outlined in the proposal include: • Working closer with People 1st, the sector skills council, to improve the “behaviours, personality and skills” of industry staff through extra apprenticeships and courses in order to deliver a higher standard of welcome; • Making tourist visas simpler, faster and more convenient to pbtain;

The strategy, which aims to boost revenue, builds on the government marketing plan which aims to generate four million extra overseas visitors in the next four years, who would bring an extra £2 billion of spend to the U.K.

• Updating local tourist bodies to become Destination Management Organisations (DMOs), this would work alongside local companies to market their area more effectively. The strategy also allows for the erection of thematic tourism bodies as well;

As part of the strategy it is suggested moving the May Day Bank Holiday from May 1 to either April 23 (St George’s Day) or to coincide with the October school half term in order to create a new ‘national day’ for England. It is thought the movement would not only extend the tourism season, which falls between May to September, but provide the nation with an opportunity to be patriotic and persuade people to holiday in Britain instead of abroad.

timeshare. Half of the attendees who met with ITRA bought a club class product.

• Encouraging rating schemes and consumer websites that improve the quality of information of travel, accommodation, attractions and accessibility; and However the government believes the economic and social disruption caused by moving the bank holiday would be significant, and will launch a consultation with the industry to find out whether it is a viable option.

• Broadening Britain’s tourism offer by promoting alternative destinations to London that have “enough top-quality visitor attractions within a reasonably defined area”.

SHARETIME

Timeshare terminology

Following on from our last issue, here is further explanation of some of those tricky timeshare terms. With thanks to the RDO. Management company

The management of a resort may be carried out by an owners’ committee, a specialist management company or the developer. The management company is responsible for the day-to-day running of the resort and raising the annual fees to operate the project.

Management/maintenance fees

These are the costs involved in operating the resort; The total fee, normally set by the management company, is divided up among resort owners.

Re-sale agent

A re-sale agent acts as a broker between a private buyer and a private seller. Many owners sell their timeshare through a re-sales agent, who will charge a fee for this service. TATOC and the timeshare trade body, RDO, have a number of re-sale agents in membership, all of whom sign up to a code of conduct and do not charge up-front registration fees.

An owners committee will be made up of a number of volunteers elected by their fellow timeshare owners at the club’s AGM. They serve on the committee for a specified period of time. In some clubs, the developer is allowed to have one or two representatives on the committee. Not all clubs or resorts have owners’ committees but for those that do, the committee’s powers can vary from one club to another. Some may just act as an advisory body to the developer but others may play a far more active role, having the power to do all things that may be necessary for the general management of the club.

Points

Points are a form of holiday currency. Members of a points club use their points to pay for holidays selected from the club’s stock of accommodation. Each unit of accommodation is valued in points, based on the apartment size, season, location, demand and the quality of the resort. In some points schemes, members may be able to save or borrow their points from year to year.

If you buy a timeshare in the European Economic Area, you are protected through the European Timeshare Directive. This ensures you have a minimum ten-day cooling off period (more in some countries) from the day the contract is signed.

Trial membership programmes

Trial holiday packages are an excellent way of giving people the opportunity to experience a timeshare holiday without the long-term commitment of a timeshare contract.

Notices

Owners committee

Timeshare directive

You are not required to pay any money to the vendor during this time and the documents and contract should be in your own language.

Costs include cleaning and maintenance, staff salaries, taxes, insurance and the operation of any common facilities (e.g. swimming pools, restaurants, tennis courts). A portion of the management fee is set aside to build up reserves to pay for the non-recurring costs such as furniture and appliances. The by-laws of the owners committee will establish the specific notice requirement for the annual meeting, special meetings and/or any meetings of the board of directors. Those same by-laws will provide specific directions for the delivery of such notices and the proof that they were delivered.

There are many names for timeshare including holiday ownership, vacation ownership, fractional ownership, shared ownership and multi ownership.

Resort Development Organisation (RDO)

Some timeshare companies might offer, for example, 3-5 weeks of holidays, to be taken over a two- to three-year period at timeshare resorts.

The OTE (Organisation for Timeshare in Europe) changed its name to RDO (Resort Development Organisation) on March 25, 2009 to reflect developments in vacation ownership.

TATOC and RDO members offering these holidays provide a cooling off period, although this is not a current legal requirement.

RDO represents the timeshare and fractional industry as well as all other vacation ownership concepts such as private residence clubs, condo hotels and destination clubs. Members, who include resort developers, trustee, exchange, management, re-sale and finance companies, all sign up to a code of conduct that protects consumers’ rights.

The trust system is common in the United Kingdom but is also recognised in many other parts of the world.

RDO offers a free conciliation service to members of the public who have dealt with one of its members and an Alternative Dispute Resolution service is also available.

Sinking fund

Trustee

The trustee, usually an independent third party, is the legal owner of the title to the holiday ownership occupancy rights throughout the period of the project. This prevents the developer from selling or mortgaging those rights or doing anything else which might adversely affect the consumer’s enjoyment of his holiday ownership/club membership throughout the lifetime of the timeshare agreement.

This is a portion of the annual management fee that may be set aside to build up reserves to ensure that facilities and furnishings are updated every few years or so.

It also protects consumers’ entitlement to the occupation rights in the unlikely event of a developer going bankrupt.

Timeshare

Unsecured Loan

Timeshare means buying the right to spend seven days or more in a holiday property each year for three years or longer.

An unsecured loan is a loan where no security is provided. Unsecured loans are also referred to as personal loans.

ISSUE 6 • Spring 2011

Meet Lisa Ann Schreier, the timeshare crusader

elcome to my first column for Sharetime. Let me start off by sincerely thanking the editors of Sharetime and TATOC for extending me this wonderful opportunity.

In early 2000, she transitioned to full-time sales but became increasingly disillusioned with the lack of control she had in attracting customers as well as the sometimes heavy-handed sales techniques some of her colleagues employed and encouraged.

In my opinion, one of the stumbling blocks to timeshare’s acceptance and growth in the United States is the fact that in the majority of cases, timeshare is a deeded product; the deed referring to a piece of real estate.

My early days of timeshare were as a salesperson in Orlando. Over and over and over I heard the phrase “the value of a piece of deeded real estate in Mickey Mouse’s backyard is going up all the time” coming from other timeshare sales folk.

The mainstream media, ever eager to publicise bad news, reported that timeshares were a bad investment. The fact that a box of hotel receipts totalling many thousands of dollars was a worse investment seemed to escape the timeshare naysayers of course. Recent studies seem to show that the time is right to offer travellers a non-deeded timeshare interest, perhaps with a use of five

This tie to real estate is problematic for any number of reasons. In the “ boom days” of the 80s and 90s, less than scrupulous timeshare sales people all too often used the potential for investment as a selling point. As you know, the fact that Walt Disney purchased land for $175 an acre in 1964 and that land was selling for more than $1 million an acre in 2001 had nothing to do with the value of a timeshare located several miles from the world famous theme park. The “investment pitch” was used continuously. This caused many problems for owners who, when they wanted to sell, found that the “value” of their timeshare was, on average, 30 to 40 per cent of what they paid for it.

“Deeded in perpetuity” used to mean something good; I’m not so sure it still does.

isa Ann Schreier, the ‘timeshare crusader’, began her timeshare odyssey in late 1998 after living in the Orlando area for a little more than a year. “To say that I was unaware of the timeshare industry is an understatement. I had never been to a timeshare resort and assumed that all the ‘resorts’ in the area were hotels,” said the Chicago native. After a year of working as the owner referral manager at a medium-sized timeshare, Lisa was persuaded by the resort’s director of sales to earn her Florida Real Estate Licence.

My hope is that through these columns, Sharetime readers will gain both a perspective on the U.S. timeshare market and, more importantly, will spawn some new, fresh ideas. It is this exact issue, the lack of new fresh ideas, that I believe is timeshare’s Achilles’ heel. So let’s start shifting some paradigms!

Biography

to ten years with an up-grade option. These findings seem to have a strong correlation with any number of other purchases, such as cell phones, computers, cars and even homes. “Deeded in perpetuity” used to mean something good; I’m not so sure it still does. This timeshare of the future, whether it is a vacation club, a right to use product or some combination of the two would also solve the many growing problems of selling a timeshare and the value associated with a so-called “used” timeshare. But that’s a topic for next time. I welcome your thoughts and comments and thank you for reading.

“I stubbornly held to my thinking that more people would own timeshare if they purchased rather than having it sold to them.” Flash forward to 2011 and the ‘timeshare crusader’ manages Timeshare Insights (www.timeshareinsights.com) where she writes, educates, consults and speaks on timeshare and related issues. She’s known as an outspoken, passionate dynamo, as anyone who has seen her at industry events or read any of her books. She’s written two books for consumers, co-authored a college-level text and is hard at work at her newest consumer book, “Timeshare By The Numbers”, due out later this year. “I’ve always believed that timeshare is a great product and I’m confident that the time is finally right to both increase market share for ownership worldwide by sharing important information and pooling resources and making the necessary changes.” Schreier stands firm in her belief that this industry is hampered by a small, but increasingly focused-on minority of “bad guys” and the reluctance of those in the business to embrace change. “I’m excited and honoured to have the ability to work with Sharetime and continue to be a catalyst for positive timeshare change. I think the best is yet to come.”

SHARETIME

New member resort in Tenerife...

facilities include a heated outdoor swimming pool, bowling green and games room. There’s also a bar/café (open from 8.30am till midnight, seven days a week) offering an extensive menu and regular entertainment.

he popular timeshare resort of Club Casablanca, located in the well-known holiday destination of Puerto de la Cruz on the northwest coast of Tenerife, is the latest resort to join TATOC.

The resort is affiliated to RCI for worldwide exchanges and has held RCI’s Gold Crown status for the past 17 years.

Situated in the fashionable La Paz area of Puerto and just a short distance from the seafront lido and town centre with its wide range of bars, restaurants and entertainment, Club Casablanca comprises 161 units

ranging from studios through to threebedroom apartments.

...and three more on Costa del Sol

Club Bellasol is situated on Mijas Costa with beautiful views of the Mediterranean. The resort has a kidney-shaped swimming pool surrounded by sun-bathing areas set in attractive gardens. The studio, one- and two-bedroom apartments are spacious, comfortably furnished and have satellite TV. Some apartments have barbecues on the terrace.

hree new resorts on Spain’s Costa del Sol have joined TATOC. Jardines del Puerto, Club Bellasol and Miraflores Beach Club are three established resorts with over 6,880 weeks of timeshare between them.

The well-equipped self-catering apartments are furnished to a high standard and leisure

Jardines del Puerto is just a few minutes’ walk from the popular marina of Puerto Banus with its numerous clubs, cinema, shopping centre and beach. The exclusive resort town of Marbella, with its shops and entertainment, is just 5km away. As its name suggests, the resort is set in gardens full of subtropical flowers and fountains. On-site facilities include four swimming pools and a paddle tennis court.

Miraflores Beach and Country Club

Jardines del Puerto

Club Bellasol

A good year for Spain

ith continued unrest in the popular tourist destinations of Egypt and Tunisia, Spain could reclaim its number three spot in the world of most visited countries in the world. The country has been one of Europe’s most popular timeshare destinations. However, visitor numbers to Spain have been hit in the past few years as the emerging destinations, includingTurkey, Tunisia and the Red Sea region of Egypt, become new favourites. In 2010, Spain dropped below France, the U.S. and China, according to the United Nations World Tourism Organisation report on the world’s most visited countries. But with airlines reporting a rise in bookings to Spain - including the Canary Islands and Majorca - during 2011, visitor figures to Spain have soared by almost nine per cent with 2.66 million holidaymakers heading for the Canary Islands.

Just half an hour’s drive from Malaga airport, Miraflores Beach and Country Club is set in a residential urbanization, halfway between jet-set Marbella and the popular holiday town of Fuengirola. This is a spacious, well-planned development set on the hillside in 80 acres of land. Each phase of apartments has its own gardens with palm trees, flowers and tropical plants. The Miraflores 18-hole golf course and driving range, along with the sports centre, are nearby.

Explaining its move, committee member Mr. Charles Millar said: “As a club dedicated to ensuring our members and guests enjoy ‘peace of mind’ and hassle free holidays each year, both the resort director and committee feel that will play an important part in providing owners with confidence and protection for the future.”

There are a wide range of attractions on the Costa del Sol. From traditional white villages and the Picasso Museum to the Sea Life theme park and the Puerto Banus Marina, this area of Spain continues to attract thousands of visitors every year.

“We have benefited in a way from the crisis in Egypt and Tunisia because it has diverted tourists from those countries, especially to the Canaries,” said tourism minister Mr. Miguel Sebastian.

The Canary Islands

ISSUE 6 • Spring 2011

RCI goes Platinum

RCI wowed the crowds at this year’s ARDA convention in Florida with the launch of an exciting and enhanced version of its Weeks membership programme.

he RCI Weeks Platinum membership is a premium tier of RCI offering exclusive exchange privileges and lifestyle benefits. It is presently available to U.S. members and will be rolled out across Europe in the summer. Of the new programme, RCI’s chief executive Mr. Geoff Ballotti explained: “Timeshare owners are always looking for more value from their exchange provider and RCI Weeks Platinum will provide just that - new opportunities for priority access and special member discounts. “After the successful debut of the RCI Points Platinum membership tier last year, we are excited to expand this programme to our RCI Weeks members as well.

Weeks members can use and enjoy in so many different ways.” This new tier will offer a range of advantages including room upgrade opportunities, exclusive ‘first look’ access to specially acquired holiday accommodation and rebates for various RCI transactions.

Enjoy discounted green fees on golf courses and preferred rates on ski destinations

Members will also have access to preferred rates at top international ski destinations and discounted green fees at many golf courses in the U.S. “As the inventor of vacation exchange, RCI is always looking to develop new products and ideas that will give our members the best experiences and exceed the expectations of our resort affiliates,” said Mr. Ballotti.

“The RCI Weeks Platinum membership tier will offer lifestyle benefits that our RCI

RCI’s Registry Collection grows in 2010 The Registry Collection exchange programme - one of the Wyndham Worldwide family of brands under the RCI umbrella - has confirmed the addition of more than 20 newly affiliated resorts in 2010.

he programme now includes more than 180 properties available for exchange or under development in approximately 35 countries. “We continued to grow our portfolio of high-end resorts in 2010, both through new affiliations and from existing developers, to offer more choices and flexibility than ever before,” said Mr. Gregg Anderson, global vice president. The Innsbruck Resort in Aspen, Colorado, and The Sanctuary at Hampton Lake, in Bluffton, South Carolina, were among several added to The Registry Collection programme in North America. Additions in the Caribbean and Central and South America were Tradewinds Cruise Clubs, in Guadeloupe and St. Martin; La Reunion Golf Resort & Residences, in Guatemala; Quintas Private Residences, in Brazil; and Palazzo Park, in Manuel Antonio, Costa Rica.

Six Senses Hideaway, Ninh Van Bay, Vietnam

Additions in Asia and the Pacific included Six Senses Hideaway, Ninh Van Bay, in Vietnam; and del Mango Villa Estate Seminyak Gardens, in Indonesia. The Registry Collection programme also added The Residences at Baglioni Marrakech, in Morocco, and The Village at Machrihanish Dunes, in Scotland. The Registry Collection introduced a luxury cruise exchange programme last June, featuring cruise ships that feature exquisite dining and top-notch entertainment. The Registry Collection programme started 2011 by adding Lower Mill Estate, its

first resort in England, and in March it announced a new multi-year relationship with Fairmont Heritage Place, the private residence club division of the global luxury hotel company Fairmont Hotels & Resorts. As a result, properties in destinations from San Francisco’s Ghirardelli Square to the KwaZulu-Natal coast of South Africa have been added to the portfolio. Since its inception in 2002, The Registry Collection programme has grown significantly and now services more than 33,000 member families from reservation centres in Indianapolis, Mexico City, Johannesburg and Cork in Ireland.

At a time when many leisure companies are battening down the hatches and cutting back on the services and benefits of their holiday products, it is exciting and refreshing to see a new company explode onto the scene with confidence, vision and a brilliant pool of new and innovative ideas.

January 2011 saw the exciting news that Silverpoint Leisure Group had acquired the assets of the longstanding and highly successful Resort Properties Group. This buyout involved the acquisition of a global portfolio of highly sought after resorts as part of the group’s focus on becoming one of the world’s major leisure brands. This focus is reflected in the fact that Silverpoint is much more than just a timeshare company. It is, rather, a complete leisure brand that is working to bring all of its assets – high-end hotels, holiday resorts, boutique residences and holiday systems – together to form one incredible leisure offering. Said Mark Cushway, CEO of Silverpoint Leisure: “The key to a leisure brand’s success is that its customers experience a real pride in the products that they own, and a positive experience with the people and places that they interact with. We believe this interaction is not just about annual holidays but rather the overall enhancement of our customers’ lifestyles”. With this philosophy in mind and having listened closely to consumer views and to industry bodies such as the Timeshare Association (TATOC) and the Resort Development Organisation (RDO), Silverpoint, in partnership with RCI, developed a truly ground-breaking holiday and lifestyle product for the 21st century – the Silverpoint Vacation Club. Combining all the developments within the timeshare industry from over the last 35 years, this Points based system offers an incredible range of benefits unrivalled by any of the competition. Members still own a deeded week at a TATOC accredited Anchor Resort, but are able to access the RCI exchange system via a private members club staffed by a dedicated team of Silverpoint Travel Concierges. To find out more about Silverpoint visit the following websites: Corporate – www.silverpoint.com Vacation Club – www.silverpoint.com/vc Customer Service – www.silverpoint.com/customerservice

Add to this a massive range of extra benefits such as a dedicated Lifestyle Concierge on hand 24 hours a day, seven days a week as well as an amazing European hotel programme and access to RCI’s Signature Selection – a top-tier portfolio of resorts – and you have the ingredients for a truly groundbreaking leisure product.

Advertorial

incredible people incredible places incredible journeys Speaking about the Vacation Club, Harry Taylor, CEO of TATOC, affirmed: “Silverpoint has set the benchmark for the industry with its Vacation Club. Here is a shining example of a Holiday Ownership company that has embraced client feedback and is trailblazing the way to ensuring an even better future for timeshare.” And it is the future that Silverpoint is looking to. While many companies are focusing on annual fees, Silverpoint has approached this issue with a fresh and positive angle. Rather than looking for ways in which services and benefits can be scaled back, Silverpoint has decided to give more – to enhance the range of benefits associated to its leisure products, to extend the range of services offered to the customer and through these initiatives evoke a real sense of pride in ownership and provide true value for money. It is this pride that is key to one of the unique and essential services that Silverpoint provides its customers – resales and the opportunity to exit the system. In order to offer a viable resales platform Silverpoint understands that there are two aspects that are vital to its success. Firstly of course it is crucial that the products for sale provide a high level of quality and usability which instils pride in ownership. If prospective clients are to buy a week that is up for resale they need to be able to access the positive opinions of current owners. Secondly there needs to be a flow of these prospective clients. To this end Silverpoint has implemented a comprehensive range of marketing initiatives spanning new and traditional media as well as a strong presence at airports, industry exhibitions and trade conferences. This integrated approach ensures a buoyant market for those owners who need to exit the system. However, since the introduction of many new benefits, the trend indicates that many owners who were looking to sell have now changed their minds and are instead using and enjoying the fabulous Silverpoint products that they own. Essential to Silverpoint’s relationship with its customers is the company’s Customer Service department. Keenly committed to ensuring that the consumer’s voice is heard, this dedicated team is ready to respond to client feedback either by phone, email or in person. There is a

robust procedure in place to ensure that complaints and concerns are resolved in a sincere and timely manner. This procedure reflects the company belief that good communication is key to its continued success. Customer Service Manager, Beverly Clover, explains: “At Silverpoint we recognise that we might not always get it right. That’s why we’ve devised a clear and straightforward complaints procedure to make it even easier for our customers to get in touch. We’re always happy to receive feedback, as this is vital to improving our services and creating innovative new products”. Silverpoint also has a Hotels & Resorts division which manages an incredible collection of boutique hotels and luxury residences in locations spanning Europe, the USA, the Caribbean and the Middle East. The most notable of these are the acclaimed Castello del Nero in Tuscany – a majestic, sprawling castle nestled amid the lush, rolling hills of Italy’s Chianti region and the spectacular Vila Bled in Slovenia – a former presidential palace on the shores of the breathtaking Lake Bled, a hotel renowned for its outstanding cuisine and opulent suites. In addition to overseeing its own assets, Silverpoint Hotels & Resorts offers a full management and marketing service to committee-run resorts that may be experiencing difficulties. Working as a team, Silverpoint is able to extend the professional support of a global brand, including the benefits of the Silverpoint Vacation Club and resale facility, and to utilise the full value of centralised resources – for example a bulk purchasing plan for strategic refurbishments – as well as the power of global marketing operations. This range of services is designed to re-commercialise resorts, rejuvenate the ownership base and instil a sense of pride and sustainability in the resort staff and customers who stay there. In short Silverpoint achieves its goals through the application of the group’s mantra, three aspects that blend together to ensure the excellence of any Silverpoint product or service – incredible people working in incredible places to provide customers with incredible journeys.

SHARETIME

Great year for TATOC - chairman’s opening session

ore than one hundred delegates, including some of the biggest names in the industry, made their way to Stretton, near Warrington to attend the annual TATOC conference and annual meeting.

The resort accreditation process: There are now 23 accredited resorts, an increase of 130 per cent in one year. There are ten accredited resorts in Spain, six in the Canaries and seven in the U.K. Four more resorts will be undergoing the accreditation process in the next few weeks. Affiliated companies: Some 16 companies are affiliated to TATOC, an increase of 45 per cent on last year – with more to come. The re-sale accreditation programme: This is being refined in line with the new timeshare legislation and will be in place very soon.

Opening the conference, chairman Mr. David Eastburn reminded delegates how far the association had progressed during the past few years. “In the past there was mutual suspicion between the industry and consumers but relationships had to change. With continual dialogue we have turned this suspicion to mutual respect. We are now proud to be owners and proud to be associated with our affiliates.” Mr Geoff Chapman, TATOC board member, presented delegates with a status report on projects launched by TATOC in 2010 and an outline of key priorities for 2011. “The year 2010 was a great year for TATOC,” Mr Chapman told delegates. The association now had 92 member resorts representing 350,000 owners across Europe and 40 individual members. While the timeshare industry faced many challenges, including the perennial problem of attracting a new generation of younger owners and how to handle the exit strategy issue, TATOC was well placed to launch more services, refine current programmes and support the industry. “TATOC has come a long way with the help and support of members and businesses and there is more to do. However, we are not taking this journey by ourselves but hand in hand with our partners.” Mr Chapman reported that TATOC had enjoyed significant success in seven key areas during the past twelve months:

Press relations: TATOC is now the timeshare consumer contact point for government departments, trading standards, the police, consumer associations and the media including the BBC, Which? and Moneywise Magazine. Code of conduct: The code is in the final draft stage and is in line with the new legislation which says that a code of conduct can be set up. This will be completed in 2011. TATOC website: The launch of TATOC’s updated website, with its easier consumer interface, was a great success. The plan is to make all consumer guides available for download. TATOC consumer helpline: Launched three years ago, the helpline is enjoying great success. Calls had increased by 30 per cent and e-mails had doubled compared withon 2010. Two-thirds of calls are asking for help and information. Of the remaining complaint-based calls, “90 per cent have nothing to do with proper timeshare companies.”

Delegates raise £ 4 , 3 0 0 for Christel House

elegates at the 2011 TATOC conference raised £4,300 for Christel House, the timeshare industry’s charity devoted to bringing hope to the world’s poorest children. Christel House’s Ms Vivienne NoyesThomas told guests that 4,000 children had been given a fresh start since the first school was launched in 1999. There are now seven educational establishments – in South Africa, India, Venezuela, Mexico and the U.S. Each provides a full range of services from regular schooling to outreach programmes designed to help the wider community get back on its feet. Since the charity was created by RCI’s cofounder Ms Christel DeHaan, more than $154 million has been spent changing lives and giving hope to youngsters living in poverty. Last year, the timeshare industry contributed $500,000 to the charitable fund in a wide variety of ways including voluntary donations, maintenance fee donations and special events. All funds raised for Christel House go directly to the charitable projects. Central administration is financed by Ms DeHaan.

Mr Chapman told delegates of the exciting future facing TATOC. “Charity status is now a real possibility in 2011 which will open new funding opportunities necessary for the association to grow.”

This year the popular RCI Christel House Open golf tournament returns to courses across the world.

Other key objectives for 2011 include consumer road shows, working with other high-profile organisations across the public sector and waiving the membership fee for individuals.

Pestana Vila Sol, Saturday June 11, 2011

“This year we’re also aiming for 12 more member resorts, and 12 more accredited resorts,” said Mr. Chapman. The association’s 2011 strategy also included development of an enhanced website for TATOC affiliates.

There are still places available on these tournaments. To find out more about sponsoring either event, donating prizes or taking part, please contact Amanda White.

There are two competitions in Europe:

Ealing Golf Club, London, Monday June 13, 2011.

ISSUE 6 • Spring 2011

Social networking: time to be involved

his was the theme of a presentation by Dr. Anthony Patterson, senior marketing lecturer at Liverpool University. “We have an insatiable appetite for social media,” he told delegates at the TATOC conference. “With 500 million active Facebook users it is little wonder that marketers are excited.” ”If you are not already on Facebook, you are now the odd one out. You become the un-Googable man, a cave dwelling nobody.” The explosion in social media has brought a major change in the consumer landscape. In the past, consumers were passive recipients of products and services – their feedback was not considered. With the growth of social media, consumers are now actively involved in the development of the brand. They build a relationship with the product or company and are quick to

Social networking can connect resorts with tomorrow’s timeshare owners. pour scorn or praise what happens. While data is skewed by the young, the older generation is also getting involved. It is important to get people engaged with the product, giving them a reason to find and follow you. “Getting people to follow you is a perennial problem so consider something like a special offer or a contest to get them engaged, and e-mail your members to tell them that you are now involved in social media,” explained Dr. Patterson. Mr. Harry Taylor, TATOC chief executive, confirmed this was the case with Sunset Beach Club where over 600 owners follow the resort on Facebook and Twitter. “It is great tool for fast access to our members.” Mr. Stuart Lamont, executive chairman of Club Leisure Group, also agreed with this view. He told delegates that a concerted Facebook marketing campaign had generated 40,000 ‘Likes’ for the company and its resorts in

just six months. But he admitted it was a case of slow-burn success from social networking. “It doesn’t generate sales directly but it does take the pulse on the preferences of our owners,” he explained. “Facebook is neither a replacement nor more important than our website, but the information it provides is invaluable.” Delegates expressed concern about negative tweets or Facebook comments. However Dr. Patterson explained that, as long as the media was controlled and the criticisms handled, any negativity can be resolved. “Twitter would be the first choice for business to business marketing with Facebook the best option for business to consumer activities,” Dr. Patterson shared with delegates. “Social media is something that has to be done if we are going to connect with a different market place,” summed up TATOC chairman Mr. David Eastburn.

Industry future under review The industry working party, established at last year’s TATOC conference, and comprising some of the leading names in the industry, met for the third time in Warrington. A round table of group members discussed the perception of the industry, education of consumers and exit strategies. The group comprised of Phil Watson (PW)-Worldwide Timeshare Hypermarket, Chris Kupusarevic (CK)-Dial an Exchange, Linda Freer (LF)-Resort Solutions, Patrick Duffy (PD)-Diamond Resorts, Mark Cushway (MC)-Silverpoint, Simon Jackson (SJ)-Macdonald Resorts and Harry Taylor (HT)-TATOC.

everyone involved is passionate which is really exciting.” PD – “The working party consists of aggressive competitors who are looking for logical conclusions. We are moving forward for all in a thoughtful and pragmatic way. It will be a win-win for all.”

During this round table session, moderator Jennie Thompson, asked those who attended the working party what their thoughts were, did they believe the working party was constructive and would it achieve some success? PW – “Well we are still talking which proves its success! Some resorts are looking at entry and exit strategies and everyone is looking at the working party which has to be good news.” CK – “Every facet of the industry is represented and there is a willingness to make a change. It will take time but we are getting there.” LF – “The industry is working with consumers – we have to work together and

MC – “The focus on exit strategies gives the impression that everyone is an owner under sufferance. Closing sales decks is not the answer. We need to get to the fundamental issue which is that an exit strategy will only work if we bring in new entrants. But this means money as we have to make resorts more attractive to the younger generation of new owners. Each developer must commit to sell re-sales as well as selling their own stock. Resorts can have an ethical sales

approach as long as there are more owners coming in than there are leaving. And if owners are happy with their resort more owners will want to keep their ownership.” SJ – “The working party has been successful because it has to be. We face big issues. Developers need to build in exit strategies but also understand how new people will enter the industry. New owners aged 30-40 can now research the product and resorts must tailor their products to fit the new market. This might mean developing new products such as shorter length ownership. Macdonald Resorts has just surveyed its owner base and one of the questions was within the next five years how many of you would like to exit. The results are interesting. If the working party can find the solution we can design products that people want.” HT – “Some of the meeting have been a little warm! Four years ago TATOC realised the problems with maintenance fees. Owner committees were making decisions based on money and not the holiday experience. We encourage committees to be critical of their operations and also positive. They have to work out the costs but have aspirations for their resorts. Tell members and get their sign in. It is important that the working party succeeds and we need to focus on new entrants into the industry.”

Sunset Bay’s Dennis & Pauline Corbett

II’s Tania Potter, TATOC’s David Eastburn & RDO’s Sue McNicol

RFS’s Andrew Horton & Pace Financial’s James Shattock

The TATOC team Pauline, Francis Seaver, Mark Caldicott, Harry Taylor & Geoff Chapman

TATOC’s Fred Crouch & Harry Taylor

Amigos Beach Club’s Joyce & Jim Haluch

Sunset View’s Lin and Peter Harcourt

Silverpoint’s Mark Cushway

Club Leisure Group’s Rioma Cominelli & Stuart Lamont

TATOC’s Harry Taylor & Resort Solution’s Linda Freer

Scandinavian Village’s Moira & Brian Pollock

Irwin Mitchell Abogado’s Alex Radford

Judy & Derek Hunt

DRI’s Patrick Duffy

TATOC’s Harry Taylor, RCI’s Dimitris Manikis & Emily Collins

RCI’s Andy Miln and Louise Verde & Worldwide Hypermarket’s Phil Watson

TATOC’s Jennie Thompson & RDO’s Paul Gardener Bougaard

TimeshareWare’s Ryan Williams

Santa Barbara’s Barry & Jill Grace

De Cotta McKenna y Santafe’s Sandra Wrightson, TATOC’s Geoff Chapman & Club Leisure’s Stuart Lamont

Christel House’s Ms Vivienne Noyes-Thomas & Robin Mills

Thomas Westcott Accountant’s Stuart & Katrina Carrington

Club las Calas’s Mike West & Mike Campbell Ricketts

II’s Tania Potter and Macdonald Resort’s Steve Bryant

The Alpine Club’s John & Sue Davey

SHARETIME

Some straight talking from the owners

n the first presentation of its kind, the TATOC conference asked three owners who are active in the management and operation of their resorts to talk about their timeshare experiences.

timeshare was a way to make us take holidays. To get value from your timeshare you have to use it and we have done just that. We have exchanged, used our weeks and had great holidays. MP: I also bought based on personal recommendation but when I turned up at the resort (on my own) they wouldn’t sell a timeshare to me! I now own a number of weeks; I have exchanged them and enjoyed the resort with family and friends. RC: My reason for buying was personal gluttony! We first visited the resort to enjoy an 18th birthday celebration meal as Craigendarroch had a great chef.

The three: Mr Adam Johnson (AJ), Club Las Calas; Mrs Moira Pollock (MP), Scandinavian Village; and Mr Roy Colquhon (RC), Craigendarroch. 1. Why did you buy your timeshare and what was the experience? AJ: The Navy gave me a service payment and once the mortgage had been covered and a new car purchased, we bought two weeks of timeshare, bought unseen, based on personal recommendation, in 1992. We bought because the Navy had always dictated our holidays and we never had a proper holiday together. So buying

We saw the lodges and as we always thought we would retire to England and return to Scotland only for holidays, we asked for further information. We went back later and bought and now also own at Cameron House. We have exchanged and had some great experiences. Our one concern is that the ownership is in perpetuity but luckily our children want to take on our weeks. 2. How is your resort tackling the issue of new members and exit strategies?

for our older members. Our solution has been the development of the Privilege Club for older members who have owned for a minimum period of time and no longer want to keep their ownership. Quite simply these owners can give up their ownership but must pay two years’ maintenance fees in advance. This will then give them associate membership of the resort where they can rent weeks back if they wish to return. We have tied up with Worldwide Timeshare Hypermarket to assist with this. MP: We have found that a healthy rental programme which targets families is a great way to generate new sales. RC: Our owners are typically British with probably 50 per cent coming from London and the South East. As these owners get older it is difficult for them to get to the resort. We are very intrigued by the Las Calas solution. 3. What is the biggest challenge facing your resort? RC: Finding a younger clientele and an exit solution for our older owners. MP: The economic climate has been a challenge for us. Our owners who have lost their jobs are struggling to spend money on holidays.

AJ: Like many owners, children grow up enjoying timeshare holidays and we have already passed one week to our son. As a resort we know we need to attract a younger, family market and also find an exit strategy

AJ: We would like to get rid of big sales decks as this is where the negative cache about timeshare comes from. Try before you buy programmes which give customers the chance to experience before they buy is something that we are looking at.

TATOC and RDO – a working partnership

Bournemouth University had been approached to look into the key topics of exit strategies, re-sales and finding a way to sell the product to new, younger members.

by Paul Gardner Bougaard

ATOC and the Resort Developers Organisation is a working partnership where it’s important to differ on occasions. So said RDO chief Mr. Paul Gardner Bougaard as he described the on-going relationship between the two bodies. Up-dating delegates on recent RDO activities, he said that with implementation of the new Timeshare Directive, the organisation had moved away from lobbying and was now focusing on the key areas of public education, brand and name awareness and enforcement. “We need to talk to owners so that they know about the scammers,” he said. The RDO had launched a TV ad with 300 slots per month; there would be print advertising next year and the RDO’s websites were being re-vamped.

The RDO’s three-strong enforcement team, headed by former police officer Mr Alberto Garcia, had closed down 70 fraudulent companies in the four years since its launch. “We don’t know any other industry association that has its own police force,” said Mr. Gardner-Bougaard. Enforcement efforts had resulted in at least €1m being recovered, and 25 arrests. Resort committees were being asked to donatefor €1 per member to cover the cost of fighting timeshare crime. In the past four years, enforcement had cost about €500,000 and RDO was now looking to fund the strategy through its Timeshare Partnership Trust, which also funds the TATOC Consumer Helpline. Mr Gardner-Bougaard added: “It’s vitally important that we keep up the pressure on rogue operators harming our industry. It’s a 24/7, and at times, very dangerous, job.”

ISSUE 6 • Spring 2011

A Meeting of Members Points and weeks under review

t’s always good to talk. Though it’s far more important to listen, especially when it’s your members and customers who are doing the talking! During the sunniest and hottest weekend in the U.K. this year, 140 RCI member couples attended the first 2011 RCI members’ events held at the company’s Kettering offices. Split 50/50 across two days, 70 RCI Weeks member couples came into the Kettering HQ on Saturday, April 9, while 70 RCI points member couples joined the RCI team for the dedicated RCI Points event the next day.

by RCI’s Helen Foster

members when asked how useful they had found their day in Kettering. RCI members Mr & Mrs Stewart and Suzanne Barrett, were among many who expressed their appreciation of the event. They emailed to say: “We learned a lot about the potential benefits of membership for the future. The holiday planning and travel teams came up with ideas of how to improve our membership use. We thought we were pretty savvy about RCI points before we came, we’re even more savvy now.”

“There is no better way to increase our members’ satisfaction with our services than always being ready to listen to what they have to tell us.”

Each event featured a productdedicated presentation given by Mr. Paul Carter, senior vice president operations, together with a round-up of the many service and product enhancements introduced in recent months. There were also three workshops – holiday planning, RCI.com and travel – for which members made appointments with the RCI specialist teams to resolve any queries and increase their understanding of how to get the best out of their RCI membership.

“There are no two ways about it; the beauty of RCI is that you can travel the world knowing the quality of accommodation is always there.” – Charles and Liz Greenwood

In recognition of their years with RCI, 16 points members each with more than 20 years’ membership were awarded RCI points platinum membership, giving them access to a range of RCI-related travel and lifestyle benefits and discounts. Said Mr Carter: “Having so many members together at one time to talk about how to use our services and what they want from their RCI holidays is invaluable to us.”

Let me entertain you! Paul Carter entertaining and educating RCI Points members during his presentation

Advantages of ownership and worldwide exchange

Internet inspiration. Tanya Lee, the driving force behind RCI.com tools and information, takes members through the web site

Two more RCI member events have been scheduled this year: June 11 and 12 in Bristol and September 17 and 18 in Leeds.

Charles and Liz Greenwood with their RCI points platinum certificate which was “an unexpected treat

“We’re very happy with our RCI membership. We’ve travelled to places we wouldn’t normally have visited and the accommodation is superb, exceptionally spacious. Lifestyle is important to us.” – Robert and Barbara Forrest

Robert and Barbara Forrest value the quality of RCI accommodation

“We take up to three holidays a year and joining RCI 25 years ago is the best thing we’ve ever done. We couldn’t stay in a hotel now as with RCI you know the standard of accommodation is excellent. Planning our next RCI holiday keeps us going!” – Andrew and Linda McCririck

The welcoming smile of Mital Patel, one of RCI’s top guides based in Cork, introduces some impressive RCI statistics on this presentation slide, including the fact RCI has confirmed nearly twice as many holidays as its nearest competitor

A team of 23 RCI staff were in attendance over the weekend and all reported hearing nothing but the most positive responses from

New horizons for RCI members. A presentation slide showcasing some of the 14 new resorts that have affiliated to RCI in the last year

Andrew and Linda McCririck are passionate travellers

SHARETIME

Greener pastures part 2

Continuing our examination of Green issues.

How Green is your Resort? The practicalities and costs ‘Going Green’ is the buzz phrase these days. But how can an existing resort take part without it costing the members a lot extra in management fees?

rying to be more environmentally friendly can raise other problems; for example, how do you dispose of long-life bulbs or batteries? Neither of these can be put into the general waste. It is now the law that anybody selling batteries both single use and rechargeable have to provide a disposal service. The light bulbs (as they contain heavy metals) have to be disposed of carefully so that the metals can be reclaimed.

By Jan Tilley, TATOC board member and chairman of Diamond Resorts at Pine Lake

Could you reduce the amount of laundering needed? In most parts of Europe, unless it is very hot, daily linen changes are not essential. Weekly changes are probably sufficient except for towels but even here you could ask guests to hang up those that they do not want changed. By doing this you will save not only electricity but water - and soap powder. If reluctant to offer this try an experiment: ask owners to put out a sign for a linen change or to put their towels in the bath (signal for replacement). In Florida, a company has been set up to re-cycle waste soap from units and hotel rooms. It is sterilised and reformed and given to the homeless or third world poor.

So where can you start without it costing a lot? The easiest way is by asking your staff and guests to turn off all lights, electrical equipment and TVs in areas that are not occupied. A TV on standby uses nearly as much power as when it is fully on.

One resort recently saved nearly £20,000 by re-covering bar chairs in-house. They also exchanged their felled trees for excess shrubs from another resort. Computers can also be re-cycled by specialists who check and clean them.

Another area is re-cycling not only the usual bottles, tins, plastic and paper but also furniture. There is a scheme in the U.K. called Furniture Re-use Network that takes redundant furniture, repairs and refurbishes it and then sells or donates it to people and organisations that are in need or deserve it.

There are various ways in which a resort can save fuel, for example by converting existing vehicles to Low Pressure Gas (LPG) or Biofuel.

Other things to be re-cycled include waste food. Used cooking oil can be converted into biofuel. Now that the EU has banned incandescent bulbs, as you run out of stock you will have to replace them with low energy bulbs. The internet lists the various types that are available.

If it is not possible to install internal wall insulation then it may be possible to apply an external insulation such as ‘Rocksilk Krimpact Facade Slab’. Using this type of product can give very low U-values Yet another way is to up-grade electrical equipment to modern A-rated levels and put individual thermostatic valves on heating radiators. Fitting individual rooms with airconditioning can be expensive to do and run, whereas a multispeed ceiling fan is cheaper – by 60-80 per cent - to buy, fit and run. Water use is another area where savings can be made. When refurbishing a unit choose low flush units; aerated shower units give power showers but uses less water.

Buying new resort vehicles? Then consider some of the new dual-fuel vehicles which, in the U.K., enjoy a much reduced road tax. If transport is only needed on site then try a golf buggy. Resort staff like them as they provide extra opportunities for communication.

Collect rain / grey water for use in washing machines, cisterns and so on. If not refurbishing – consider putting a brick in each cistern. It will still flush adequately but will save water with each flush. This is good for the environment and for resorts’ pockets.

Another way to save fuel is by improving insulation or redcing draughts. One resort visited recently had large gaps around the main door. Even in warmer countries better roof insulation and double glazing can reduce heat gain to buildings.

Once you have done some or all the above it may be possible to start thinking of other types of power generation. Solar power units have improved markedly recently and could be worth the outlay if you have south facing roofs. Cost of installation is coming down and in some areas it may be possible to get a grant.

ISSUE 6 • Spring 2011

Wind power may be worth considering if you are in a windy area. But it could be expensive to install a large unit to supply most of a resort’s power needs but smaller units could be worth considering. Water power needs a constant strong supply of flowing water and if this is available then it could be worth investigating whether a water-powered generator is feasible. It is now possible to fit a Voltage Optimisation unit to domestic supplies and this reduces the voltage to 220V hence reducing power usage and removing voltage spikes. They cost around £600-700 per unit fitted. Other ways to be green: In the U.K. all new builds now have to include increased insulation. When refurbishing this could be added into the costing and would create future savings. Use heat exchangers to collect waste heat from air-conditioning units, washing machines, and heat the water for showers and so on. If building a conservatory consider putting a large water tank underneath to act as a heat sink during the summer. Heat exchangers can then use it during cold spells. Plant more trees either on your property or elsewhere. This would be a way of encouraging your owners to join in the ‘Going Green’ programme. They could either donate trees or seeds or help plant them on your resort. Cleaning products which are eco-friendly should be bought as these are non-toxic and biodegradable. Management should reduce the amount of paper used by aiming for on-line bill payments, banking and emails; re-cycled ink cartridges, aluminium, plastic and paper are valuable. Insist on buying locally produced materials and products.

GREEN NOTE: There are various ways of getting guidance on ‘Going Green’. There is the ISO14000 series of standards that are internationally recognised. There is also the Green Tourism Scheme which runs in a number of countries.

reda Stemick is business development executive for Resort Trades and writes the popular Timeshare Girls Blog. Here she casts an eye over the fashion for environmentally-friendly timeshare resorts. Many resort developers are now beginning to understand that tourists stay ‘Green’, even when they leave home for a vacation!

Around the same time last year, Divi Resorts also announced its ‘implementation of green initiatives’. Divi is providing ‘Natura’ products in all of its rooms, suites and villas. The Natura products include personal care items such as soaps, lotions, hair shampoo and conditioners. All of the products are packaged in bio-degradable containers, which even include the lids and caps. The costs As a developer, the main question always comes down to one thing - the bottom line blended with customer satisfaction. If the bottom line isn’t there, the developer isn’t there.

Though it is usually a financial burden initially to convert a resort to ‘Eco Friendly’ status, the benefits far outweigh the costs. When consumers are eco-conscious, they will usually pay a little more to stay in an eco-friendly resort. If two resorts are given as a choice, one ecofriendly and one standard, and at the same price, then the eco-choice invariably wins. Not to mention the fact that guests are often even willing to work for the pleasure of having a green vacation!

The bio-mass boiler fuelled by coppiced wood at Trelowarren

If two resorts are given as a choice, one eco-friendly and one standard, and at the same price, then the eco-choice invariably wins. One resort in Costa Rica, the Gaia Vista, is a retreat resort and organic farm. After enjoying time exploring the nearby rainforest, timeshare owners must contribute four hours of work at the resort during their week’s stay.

The reality is that by taking one tiny step, such as adding re-cycling, your costs not only drop but your niche market increases. By giving eco-conscious travellers a choice, your niche market picks up speed and your reservations increase.

Wildwood Resort, in Florida, is a hotel-based timeshare that is a ‘Certified Green Lodge’ (awarded by the Florida Department of Environmental Protection). The resort has basic amenities that include a green guide to help eco-conscious travellers find more to explore.

The eco-tourist base is increasing, as more and more people come to realise that reducing waste is not only politically correct, but a responsibility that we should all undertake as stewards of our Earth - even when we are on holiday!

Trelowarren, in Cornwall, England, is a working estate comprising 1,000 acres of woodland and pasture. As part of its ‘green’ initiative plan, it runs a single biomass boiler which heats all of the estate properties and swimming pool. The water comes from a local spring and the estate is dedicated to reducing its carbon emissions.

Last autumn Bluegreen Corporation announced its implementation of synergy, a storage system that greatly reduces paper usage with the intent of benefiting the environment.

SHARETIME

Cutting costs and making money by TATOC board member Roger Jones, committee member of Pueblo La Quinta

e open our newspapers or turn on the TV and we hear of cuts in budgets and services and we decide this is wrong and that those in government have no ideas. The world is in an economic mess, money needs to be saved and we all have to bear the pain for jam tomorrow. It is a fact of life that governments will cut, blame the other political party and say we are all in it together and we must share the pain equally. The reality is somewhat different to the rhetoric: those who have do not suffer as much as those who have not. But is there another way? I will argue that there is another way to cut by turning a cist into an income stream. Ryanair looks at its costs and asks if it can turn costs into income. You may not like O’Leary or Ryanair. But you have to admire how he runs that business. His thinking can be applied to your resorts or even your own homes. Be critical in the way you look at your costs and ask what benefit you get - and what you could do without. In the majority of company annual reports chairmen or CEOs say their most valuable asset is the staff. But when the time comes to cut where does the axe fall first? It always seems to be the staff. But if we cut costs by cutting staff we are throwing away our most valuable asset. We always claim to be protecting services but getting rid of assets will damage these services.

The world is experiencing a period of austerity and central governments have to cut budgets by reducing staff accordingly, and services are cut as well. Let us step back from this process and let us think about what we throw away. What we throw away is called rubbish and that costs money. We are told we must reduce, re-use and re-cycle our waste in order to avoid landfill costs. The main reason? Tax. Landfill tax is £56 per tonne for 2011/12 and will be £64 per tonne for 2012/13 plus VAT. The average family disposes of over five tonnes of rubbish a year - a cost of over £336 in tax for the current year and £384 next tax year. If you have a resort of say 50 units you can be paying around £16,800 a year - or one person’s salary. Waste has no value to the resort. Do something different with it and you can save money and protect services. If we take the cutting of waste further we could potentially make money out of it. Local authorities in the U.K. have us separate our waste into glass, plastic bottles, food and drinks cans and paper and card products. Ask yourselves why they do this and the answer is simple: because they sell it and save on landfill and the landfill tax. Other local authorities separate green and garden waste and, increasingly, food waste as all three can be turned into compost, again avoiding landfill and producing a product that can be used to improve soil. Compost is a saleable product and produces an income. Timeshare resorts could compost garden waste for soil improvement products for their gardens and waste disposal costs avoided. No need to buy compost! At the TATOC conference this March there was a constant message being delivered about investment. But there is also a realisation that cost reductions are needed to make the investments work. The world cannot continue to landfill and therefore billions are being invested by the U.K. to reduce the cost and impact of waste. Timeshare resorts can take inspiration from this and look to re-cycling.

The world cannot continue to landfill

The young of the nation want to recycle - so having a resort that re-cycles can make a difference. The

Compost is a saleable product and produces an income. young want green measures so a resort that embraces and promotes being green has an immediate advantage. Savings made by reducing waste and saving the use of fossil fuels in generating electricity or heating can generate the funds needed to invest in making the resort better. Mr. Stuart Lamont said at the TATOC conference that by not investing in being ahead of the competitor means the resort will die. To invest you need funds. Adopting green measures and reducing waste to landfill can create the funds to invest. Timeshare committees need to question everything about their consumable rather than investment costs. They must find better ways to use costs to help generate investment funds. There is no one answer on how you save costs. It is up to each committee to decide for itself. But you are urged to think about what you do and how you impact the environment. Look for ways to reduce your effect on the environment and you will save money again; challenge costs to ensure you are not over-paying. Challenge management to look for waste and then cut it. Look for duplication and stop it. Look for new services to replace old services as they may cost less. But do not cancel a new service simply because the cost is more than the old.

ISSUE 6 • Spring 2011

Do you trust your trustee? by TATOC borad member Jennie Thompson

This question is actually a rhetorical one. Or is it? How do we decide whether we trust anyone? Is it by personal appearance, or by reputation or because you saw the name in a magazine? What are trustees and how do they fit in with the timeshare industry?

ver the next few issues of Sharetime we will examine these questions and hopefully make it all a little clearer. A trust is in essence a relationship. The trustee’s actions are not only controlled by Trust Law but by precedents and also the trust deed. In the world outside of timeshare a trust is often used as either an inheritance vehicle to protect your assets and ensure that your children inherit or as a protection against taxes. In this case you are the “settlor”, you settle your assets into the trust which is controlled and governed by the trustee. The goods that you have “settled” are not the trustee’s, they are held for your beneficiaries, whether that be the Dogs home or your children.

you have read what their responsibilities really are and how onerous they are.

by the developer, to comply should be a criminal offence.”

Trustees entered timeshare through a variety of reasons. The initial problems were highlighted in an early OFT report. Consumers were paying money and not receiving the goods i.e. the resort was never built and the developer had disappeared with the money.

So we are introduced to the main areas that involve the trustee - protection of land, buildings - and the money. This protection is provided with the one intention of ensuring that the consumer gets what he paid for.

Combined with this was an even worse situation in which the timesharers, after a few years, suddenly found that their apartments had been mortgaged by the developer who had defaulted - and suddenly they could no longer have their holidays. Thus the requirement for a timeshare trustee was born. The following extract from an Office of Fair Trading Report is appropriate to quote:

Trustees have a duty not to allow their personal self interest at any time to conflict with their fiduciary duties. So the trustee looks after the trust assets but he must at all times consider what is in the best interests of the beneficiaries and the trust as a whole. This applies to timeshare as well as a private trust. Trustees have a duty not to allow their personal self interest at any time to conflict with their fiduciary duties. The trustees at a timeshare resort can be considered the faceless ones. They are not seen on the resort and yet they seem to have power. Maybe you see them at the AGM, maybe not. At the recent TATOC conference I asked delegates if they had a trustee at their resort, did they know who they were? Had they met them? After each question the number of positive answers reduced. Many times the trustee ends up being the most responsible party in a resort. Responsible for everything that has gone wrong. Is that really fair? Especially when

“Legislation should require that payments made to purchase timeshare should be suitably safeguarded. This could take the form, for example, of insurance or bonding to indemnify the purchaser in the event of the contract not being completed, of payments made into an account maintained by an independent stakeholder of suitable standing and repute. This person might be for example, a trustee, a bank or other appropriate corporate body, a solicitor or professional accountant. The payments should not be passed to the developer until completion of the contract for the timeshare or until the timeshare unit is ready for occupation, whichever is the later. Failure by the developer to comply with these requirements should be a criminal offence.” “Where title to timeshare accommodation does not already reside with the owners, that the title should be free of all undisclosed or future encumbrances and held by an independent person of suitable standing and repute on behalf of the owners. Failure,

This report was written many years ago when timeshare was first known. Since that time of course we have EU directives and more legislation. Perhaps surprisingly, the present laws do not ask for the land and buildings to be secured in this way. The Directive introduces the cooling off period and cancellation notice and so the protection of funds is also deemed to have been dealt with adequately. However, there are other parties involved with timeshare resorts who also require a trustee to be there. The exchange companies want to know that there is a credible trustee and its list of requirements is very strict: they need to be protected against any claims from members that the resort is”not there”. The finance companies want trustees to act as stakeholders and to ensure that the product for which they are lending money is viable and that they will be protected against any consumer credit claims. The marketers prefer to have a trustee as it makes their job easier and last, but by no means least, the consumers want to know that there is an independent third party protecting them. The presence of a trustee gives all these parties protection, credibility and integrity - powerful words and also a powerful responsibility. Case of Cowan v Scargill (1985) it was stated that a trustee owes “undivided loyalty to the beneficiaries”. Who are these beneficiaries? Well initially at a resort they are – YOU.

SHARETIME

New timeshare site for U.S. owners

activity around the country as well as from select international jurisdictions, such as the Caribbean. Users can stay well-briefed on breaking news, upcoming events and the latest headlines. Users can also track the progress of specific bills of interest and eventually specific legislation.

he American Resort Development Association (ARDA) has unveiled a new web site – ARDA-ROC.org – dedicated to communicating with and activating the one million members that make up its resort owners coalition (ROC).

At its core, the site provides information regarding current and resolved legislative

In addition to ARDA-ROC.org, ARDA recently launched a completely re-vamped ARDA.org web site for its members.

Key site features include easy search queries by issue, jurisdiction, region or state through an interactive map. Navigational tools allow users to customise their own experience with the option to receive followup communication through the RSS feeds.

ARDA has unveiled an impressive new website fusing style with functionality. With a ticker-tape news feed to make it easy for visitors to access the latest information, the website has useful details for both developer and consumer audiences.

Additionally, the site offers information and resources available to timeshare

Note: ARDA is the Washington D.C.-based professional association representing the vacation ownership and resort development industries. Established in 1969, it has more than 1,000 members ranging from privately held firms to publicly traded companies and international corporations with expertise in shared ownership interests in leisure real estate.

Its initial target: advising members of legislative and regulatory policies impacting the industry. “ARDA-ROC members are already an active and engaged audience,” said Mr. Howard Nusbaum, president and CEO of ARDA. “But now, we will be able to inform and motivate owners to become more vocal with policy makers to preserve, protect and enhance vacation ownership.” A voting timeshare owner or Home Owners Association (HOA) member who contacts his or her elected official would strengthen the efforts of ARDA-ROC’s legislative team and volunteers.

“As the trade association representing the timeshare community, we are eager to be able to communicate with owners with the ease and convenience that this new site provides,” added Mr. Nusbaum.

owners, including consumer advisories and resources and links to governors’ offices, attorneys general, regulatory agencies and consumer groups.

The membership also includes timeshare owner associations (HOAs), resort management companies, and owners through the ARDA Resort Owners Coalition (ARDA-ROC). For more information, visit www.arda.org or ARDA’s consumer website at www.VacationBetter.org.

Accredited resorts update Two Macdonald Resorts properties have received TATOC accreditation.

acdonald Dalfaber Golf and Country Club, in Aviemore, and Macdonald Plas Talgarth Health and Leisure Club completed the accreditation process and can now fly the TATOC Accredited Resorts flag. Macdonald Plas Talgarth is set in acres of parkland at the southern tip of the Snowdonia National Park, just five miles from the beautiful beaches of Aberdyfi and Tywyn. The resort nestles in the valley of the River Dyfi and has the welcoming atmosphere of a small village with its own cosy Welsh pub. There are 77 apartments ranging from studios to one-, two- and three-bedroom units all fully furnished to a high standard. The interactive TV system provides email and internet access, movies on demand, a music library and a choice of games for children. Dalfaber Golf & Country Club borders the River Spey, beneath the splendour of the

Macdonald Plas Talgarth

Cairngorm Mountains – the U.K.’s largest winter sports area. Set in the Cairngorm National Park, the resort is close to the tourist centre of Aviemore. Nearby is the Cairngorm’s funicular railway, one of Scotland’s most popular visitor attractions.

Macdonald Dalfaber

Other family attractions nearby are Landmark Forest Theme Park at Carrbridge, Loch Morlich, the Strathspey Steam Railway, Rothiemurchus Estate and the Highland Wildlife Park and Folk Museum.

The resort has 95 apartments ranging from chalets, one-, two- or three-bedroom apartments, bungalows and Cairngorm Villas. All accommodation is furnished to a high standard and some also have a private sauna.

Silverpoint invites you to enjoy incredible luxury with a week’s complimentary holiday in the sun. To book now for an administration fee from just £149 either: Call us on: 00 34 922 787 023 Email us: promotions@silverpoint.com Visit our website: silverpoint.com/sharetime Please quote ‘Sharetime promotion’ for this offer

SHARETIME

Give up my weeks ‘cos I’m on my own? Never. by Jan Tilley, TATOC board member and chairman of Diamond Resorts at Pine Lake

he loss of a partner is one of the most frequent reasons given for people wishing to give up their timeshare weeks. I lost my husband two years ago just after we had come back from our resort in Portugal. A few weeks after his funeral I went to my timeshare week in England with a friend and it helped me come to terms with my loss of a friend and partner.

Algarve. The following Thursday I attended a bible study session and was invited to lunch. On Mondays and Fridays one of the resort’s waiters held Portuguese lessons and on Wednesdays another held cookery lessons. These helped to break up the weeks and meet other people, some of whom were also there on their own. On that first Sunday I met a couple who needed a lift back to their hotel so as I always have a car I offered. We became friends and they came out with me twice.

One of the things I like about timeshare is that the resorts are safe, quality is guaranteed and the staff are anxious to make everybody feel welcome. Since then I have been on several holidays to timeshares with friends and just recently went back to Portugal for a fortnight on my own. I was a bit nervous at first but need not have worried. My resort is gorgeous and so are the people and the weather was wall to wall sunshine. I didn’t feel lonely at all. I went to church on Sunday to the International Evangelical Church of the

Consumer helpline on course for busy year

One of the things I like about timeshare is that the resorts are safe, quality is guaranteed and the staff are anxious to make everybody feel welcome. I actually met and spoke to more people in the fortnight than I ever do at home. So, while I can continue to afford the management fees and am able to travel I shall not be giving up my timeshares.

However there is a reduction in the number of e-mails received over the same period - down from 280 e-mails in January and February 2010. The majority of the calls and e-mails were enquiries by consumers looking for advice, support and information which we supply via e-mail or through the website. Re-sale problems generate most enquiries. The remaining calls were complaints against non-timeshare products, the sales and marketing techniques of non-timeshare companies and unsolicited cold calling.

tatistics showing the growing importance of its consumer helpline have been released by TATOC. For the first quarter of 2011, the helpline received 1,420 inbound calls and 249 e-mails. This is a significant increase on 2010 numbers when the helpline received a total of 1,156 inbound calls in January and February 2010.

Statistics show that 31 telephone calls were un-answered during the period reported, the longest phone call was 30 minutes in length while it took an average of 50.5 seconds to answer inbound calls. The consumer helpline is based at the association’s head office in Manchester. During 2010, the team handled a total of 7,582 inbound calls and 1,601 e-mails from consumers. November 2010 proved to be the busiest month with 812 inbound calls.

New timeshare “app” launched

orldwide Timeshare Hypermarket has launched the first ever iPhone ‘app’ for timeshare owners, buyers and sellers. The free Timeshare Guide ‘app’ is available for iPhone, iPad and iPod.

The guide has been designed as a simple to use, yet feature rich, application which can be used on or off-line, therefore allowing users to avoid hefty roaming charges while abroad. The application is split into several areas: About Us – Here Worldwide Timeshare Hypermarket explains how it works and operates and the links it has within the industry. What is Timeshare – A detailed overview of how timeshare works, how to choose the right type of timeshare and use it to your advantage. Included in this section is coverage of the various exchange options open to you. Resort Directory – A review of timeshare resorts which includes image galleries, map locations and resort descriptions. This provides the opportunity to view details on a resort before you travel or look for a resort close to a specific area. Worldwide Timeshare Hypermarket, a market leader in timeshare re-sales, also gives direct and live links to availability of weeks at a resort. The application is available free to download now via the Apple Store and will soon be ready for Blackberry and Android.

ISSUE 6 • Spring 2011

Resort round up The Tenerife clubs managed by Silverpoint Hotels and Resorts have started 2011 with a number of new developments.

o ensure members get the most out of their holiday experience, positive changes have been made throughout the resorts, ranging from upgrading apartment facilities and introducing new menus to increasing the range of children’s activities and booking exciting new entertainment acts.

resort to discover the huge range of items that can be re-cycled. After the tour, the children have the opportunity to explore the interesting ways in which re-cycled materials can be used in arts and crafts activities.

Beverly Hills Club

The Inferno Discotheque at Beverly Hills is now open week nights from Saturday to Wednesday. Talented entertainers perform in the evening before Tenerife’s top DJs arrive to deliver their blend of latest tunes. The club’s other on-site venue, La Piazza, continues to provide top-quality entertainment every night, with family games, intriguing quizzes and spectacular shows.

Hollywood Mirage

Palm Beach Club

Improvements have been made to the on-site eateries, including the extension of the Little Italy snack bar opening hours so that guests can now enjoy the best in contemporary Italian cuisine between the hours of 12pm and midnight. The Super Lobby Lounge has also seen changes in the form of a new menu which now offers a daily continental breakfast among many other delectable dishes. In addition to extra cleaning services, the club has expanded children’s activities to include a re-cycling awareness day. This incorporates a guided tour around the

Hollywood Mirage has made changes at its restaurants, including broadening the hours of the Malibu Bar so that breakfasts are now available from 9am. The club continues to provide top-class nightly entertainment in the Hollywood Mirage Bistro, where Tenerife’s most popular entertainers perform. Considerable measures are being taken to improve the quality of apartments and facilities through additional cleaning services, on-going kitchen refurbishments and the up-dating of decor to blend with the elegant and modern furniture.

The popular sports centre has also seen additions such as luxurious lounge furniture and the latest in premium vibration-exercise technology. A large-screen TV suitable for DVD and gaming purposes has been installed in the games room.

The on-site supermarket is now stocking a variety of low-fat and low-calorie foods. Guests interested in health and wellbeing will be able to use the updated gymnasium and spa facilities as well as the new relaxing furniture in the sports centre.

Extra work has been going on at the Beverly Hills Club’s quieter neighbour, the Beverly Hills Heights, where refurbishment work has been completed and the swimming pool is now open.

Club La Costa team does something funny for money

he Club La Costa telemarketing team in Spain raised €100 for Red Nose Day by wearing pyjamas to work.

It was their way of doing something funny for money and now the team hopes that Club La Costa members will help them beat the £2,500 they raised for the same charity two years ago.

SHARETIME

Record year for enforcement

record 32 fraudulent companies were shut down last year following investigations by the Resort Development Organisation (RDO). It has published a report highlighting the achievements of its enforcement team during 2010. The total number of complaints and requests for information received in 2010 was 761, 30 per cent more than in 2009. This, says RDO, proves there is an increased awareness of enforcement in the fight against fraud and the protection of timeshare owners. Mr. Alberto Garcia, head of the enforcement team, says: “It is essential that members forward any complaints to us so that we can inform the police and take appropriate action. The more enquiries we receive, the more fraudulent companies will be investigated and eventually closed down, as the figures for 2010 show.” During 2010, the enforcement team dealt with 309 alleged fraudulent companies, mostly operating in the U.K. and Spain (on the Costa del Sol and the Canary Islands in particular). More than half of these were bogus resale companies.

Heathrow explores geothermal heating to prevent runways freezing Source Breaking Travel News

eathrow Airport is looking at using geothermal heating to prevent its runways from freezing in winter.

The British Airports Authority said the underground heating technology could prevent a repeat of last winter, when the airport had to be closed for five days and 4,000 flights cancelled due to ice on the runways. The system stores heat gathered from the ground during the warmer months, and releases it in the winter to keep the temperature on the runways and stands above freezing. However the technology is still in the development stage. Mr. Steven Morgan, BAA capital projects director, said: “It’s not the snow that caused problems last year, it was the ice. “We are working on a concept to capture geothermal energy from the surface of the tarmac during the summer, to then provide a heating capability so the stands don’t freeze in the winter.

“We would store the energy underground and use it to gently heat water that would then be run through pipes in freezing conditions to warm the stands, to just above zero.” Mr Philip Hammond, the U.K. government Transport Secretary, ordered an urgent review into services after thousands of passengers were left stranded, leaving BAA under pressure to avoid the closures of last year. The airport operator has pledged to invest £50 million in Heathrow to try and avoid any further problems. The Winter Resilience Enquiry Report said BAA was responsible for a lack of “preparedness” and advised it to establish a “snow plan” to cope in the future.

Hilton Worldwide plans record rooms build in Europe

ilton Worldwide claims to have the largest number of rooms under development across Europe – with more than 15,000 in its active pipeline. Latest global research shows Hilton Worldwide ahead of its main rivals with 15,411 rooms in the active pipeline and 8,643 rooms under construction, which is 12.4 per cent and 14 per cent of the industry totals respectively. Mr Patrick Fitzgibbon, senior vice president of development Hilton Worldwide Europe, Middle East and Africa said: “Significant investment in our brands and teams has seen a record-breaking 12 months for Hilton Worldwide in Europe and we are now positioned ahead of competitors. “Over the past few years, brands that have been new to Europe have gained great momentum – and now have a considerable presence in key strategic development markets across the region, including the UK, Germany, Italy and Turkey. We’ve exceeded development targets in 2010 and have reason to be even more optimistic about the year ahead.”

ISSUE 6 • Spring 2011

ARDA convention report

ore than 2,600 timeshare professionals and industry leaders gathered for the 2011 American Resort Development Association (ARDA) convention and exposition at the Orlando World Center Marriott in late March.

This year’s theme, the “Year of the Consumer,” was emphasised throughout all educational forums, workshops and sessions, including how to leverage digital relationships, ensuring consumer protection for the secondary marketplace, and enhancing sales and marketing practices. Keynote speaker was Mr. Terry Jones, founder and former chief executive officer of Travelocity.com and current chairman of Kayak.com. He shared his insights on how to strengthen digital relationships between business and consumers, particularly in the travel industry where more than 80 percent of today’s consumers utilise the internet to make travel choices. Attendees also heard from timeshare developer CEOs representing Hilton Grand Vacations, Holiday Inn Club Vacations, Marriott Vacation Club International, Welk Resorts, and Wyndham Vacation Ownership. They addressed delegates on the state of the industry, the sales process, the secondary

marketplace, exchange programs, and the value of vacations. ARDA also honoured its outgoing chairman Mr. Jim Lewis, president of Disney Vacation Club, and welcomed its incoming chairman, Mr. Don Harrill, president and CEO of Orange Lake Resorts, home to Holiday Inn Club Vacations. Other notable sessions included the sales and marketing forum, which focused on reaching both existing owners and new consumers, and the re-sale forum, which provided perspectives on the secondary marketplace. ARDA recently unveiled proposed legislation for the secondary re-sale market as part of the industry’s effort to standardise and legitimise the re-sale process to ensure a safe experience for all consumers. ARDA’s model re-sales act will be used to help guide state legislative solutions to the timeshare secondary market. ARDA members were joined by hundreds of international delegates from 31 countries. This year’s convention also featured its annual golf tournament at The Legends at Orange

Lake Resort, hosted by exchange company RCI, where 144 golfers played in support of the ARDA International Foundation (AIF). The proceeds from the tournament support industry research and education programs. Interval International’s ‘Party with a Cause’, featuring KC and The Sunshine Band, also raised funds for AIF.

The Osborne Club, chooses Merlin as its new software provider

he Osborne Club, England’s first timeshare development, has chosen the Merlin group to provide software for its resort operations.

to high standards. There are a range of facilities including indoor and outdoor swimming pools, all weather tennis court, health suite and two restaurants. While

the Osborne’s inventory is fully sold out, the club acts as agent for the re-sale of apartments and operates an active rental programme.

One of the U.K.’s most established and successful timeshare resorts, the Osborne Club offers 46 one-, two- and threebedroom apartments located in 5.5 acres of gardens at Hesketh Crescent, in Torquay. The Club is affiliated to RCI for worldwide exchanges and has been a Gold Crown resort since 1993. In 2010 The Osborne Club became a TATOC accredited resort. The apartments are located throughout the Crescent and each is individually furnished

“Merlin can support all of our activities. We are very impressed with their professionalism.”

Ms Sarah Smith, resort manager, explained the reason for their choice of software provider. “From tracking ownerships and running our rental programme to management fee billing and owner reservations, Merlin can support all of our activities. We are are very impressed with their professionalism”.

SHARETIME

An owner abroad

RCI has currently 13 member resorts in Crete. If your ownership enables you to deposit your points into RCI then you will be able to book at any of these resorts. This is definitely one of the main benefits.

by Katrina Disken, timeshare owner, traveller and regular contributor to Sharetime.

A seafront resort is the Grand Bay Beach Resort located in Hania, in northwest Crete.

The Mystique of Crete Crete has been described as the gateway to the Cyclades and mainland Greece. What is amazing about the island is the amount of history and what tourists can see and do. If you desire relaxation, adventure and good accommodation, then Crete can provide it - and more. A Minoan Moment The Romans, Venetians and Ottomans visited Crete, and to see artefacts from the Minoan culture and existing buildings is a wonder in itself. The great Palace of Knossos was the home of King Minos and you can see the original frescos and the brilliant use of colour in the decorations. The palace’s architecture and integrated canalisation system demonstrate a very advanced culture in existence thousands of years before the rest of Europe.

restaurants and an archaeological museum that displays Minoan artefacts. Most of Crete’s population lives along the northern cost. The southern part of the island is equally as charming and in fact much quieter and is the home to small towns such as Matala. The historic caves border the beach in Matala and if your voice is fit you can follow in the footsteps of Bob Dylan.

A little about Crete

If you enjoy nature, hiking for hours and being observed by towering mountains then the Samaria National Park is the right place.

Heraklion is the capital, centrally located along the northern coast. It is a bustling port that is host to cruise liners, waterfront

Tip: Renting a car is advisable to make your way around the island.

Hotels deploy tags to combat towel theft

otels are deploying new technology to combat one of the biggest expenses of room occupancy – replacing stolen towels and bathrobes. The anti-theft system uses washable radiofrequency tags stitched into towels and other

linen which triggers an alarm if removed from the premises. Linen Technology Tracking, which is similar to shop security tags, has been patented by a Miami-based company. Three hotels - in Hawaii, Miami and Manhattan - have trialled the system, Linen Technology Tracking’s executive vice president, Mr. William Serbin told the New York Times. He said the hotels did not want their names used.

The town of Crete

An example of an inland resort is Village Heights Golf Resort situated just outside the town of Hersonissos and a 20-minute drive from the airport of Heraklion.

He said: “Any given month, hotels can lose five to 20 per cent of towels, sheets and robes. That gets expensive with the rising cost of cotton.” The company claims that the hotel in Hawaii, which introduced the tagging system last summer, has seen towel theft fall from 4,000 a month to just 750, saving more than £9,000 a month. The anti-theft system could soon be rolled out globally. The tags also allow properties to monitor their linen inventory, so that at any given moment they know when they need to order more. With inconsistent room occupancy, some hotels have been buying new linens less frequently, the company says. Other benefits according to the companies include: • Improved control and savings within the laundry process; • Increased life of linens and towels; • Improved control over check-in and check-out process; • Reduction in linen and towel theft and shrinkage; and • Improved customer service.

ISSUE 6 • Spring 2011

Diamond launches special ‘app’ for iPhone and iPad systems

iamond Resorts International, a global leader in the hospitality and vacation ownership industry, has announced the release of the Apple iPhone and iPad ‘Diamond Resorts International App’.

The user app showcases three unique features: a resort directory with easy access to resort information; reservation management, with the ability to confirm, schedule and view current resort reservations; and account overview. which grants access to personal account information.

It is now available free from the App Store through iTunes or from the Apple Store directly.

Coming soon will be a fourth element including the choice book featuring photography and vivid descriptions of more than 177 branded and affiliated resorts in 26 countries.

The Diamond Resorts application provides quick and easy access to the worldwide resort network and allows club members to access their accounts, reservations and manage their points.

According to Mr Stephen J. Cloobeck, chairman and chief executive office “ We are pleased and offer another way for our owners, members and guests to experience effortless and relaxing vacation experiences.”

Points Club at Alanda Club Marbella continues to boost sales

he Alanda Points Club (APC), in Marbella, is continuing to rejuvenate sales at the resort and is proving to be very successful, reports Ms Kandy Paterson, sales director, Alanda Group. Introduced in 2008 to enhance flexibility, the APC enables members to enjoy holidays that suit their lifestyles. Members can choose when and where they holiday and in the size of apartment that suits their needs at any given time. Other benefits include short breaks, late breaks and the ability to save or borrow

points and exchange them for accommodation around the world with Interval International. Formerly the Four Seasons Country Club and regarded as one of the best timeshare resorts in Europe for its excellent beach side location in East Marbella, the resort is all set for its renewed sales efforts. “The launch of the Alanda Points Club, not to be confused with any other points system, has been specially tailored to meet our clients’

requirements. It gives the resort an excellent springboard into the 21st century,” explains Ms Paterson. With the APC sales underway the resort is now preparing to launch its new three- and five-year membership packages. Information will be available through the resort’s website www.alandaclubmarbella.com

Vijayshree Heritate Village, Hampi, joins RCI Network RCI has affiliated with Vijayshree Heritage Village, situated near the UNESCO World Heritage site of Hampi, India, the former capital of the famed Vijayanagara empire.

ocated just six kilometres from Hampi, Vijayshree is a classified five-star property spread across 17 hill-fenced acres. There are 43 cottages nestled amid 60,000 planted trees.

Located on the popular Goa-Bangalore tourist circuit, the resort has been planned around the philosophy of the five elements comprising earth, fire, wind, water and sky. Although the resort serves only vegetarian food, there are plenty of options around the area for those seeking other fare. Vijayshree amenities including a restaurant, health club with 6,000-square foot swimming pool, spa with sauna/steam room, beauty salon and a wellness centre.

SHARETIME

New Fine & Country website brings latest technology to sales process

Group Cela affiliates 3 new resorts to RCI

ith 88 per cent of all property searches believed to start on-line, global estate agent Fine & Country has utilised and adapted the latest technology in the development of its new website, fineandcountry.com. It features interactive features and intelligent property search facilities and helps to speed-up the buying process. The introduction of short film ‘videoettes’ with simultaneous voice-overs and animated vendor interviews enable buyers to narrow down their search without physically visiting all properties shortlisted. Property search results on the new website can also be viewed as a bespoke,

eading French developer Group Cela has affiliated three new resort properties to RCI.

They are Cela Alenya, located in the Languedoc Roussillon region, and the Alpine mountain resorts of Cela Chamrousse and Cela Orelle. Mr Dimitris Manikis, vice president of business development for RCI Europe and the Middle East said, “We are very pleased to welcome these three new Group Cela properties into the RCI network.”

page-turning magazine by or e-mailed to searches by agents and printed at home. Importantly, all ‘videoettes’ are automatically uploaded to YouTube, ensuring properties promoted through Fine & Country are easily found by prospective buyers searching on the internet.