Sharetime Magazine Winter Issue 16

ISSUE 16 • Winter 2013

Yorkshire visit My favourite

Record year for U.K. tourism

Together we can

TATOC 2014 conference theme

Sutton Bank, Nor th Yorks Moors, Nor th Yorkshire Š Visit Britain/ Welcome to Yorkshire

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Celebrating 25 years

By TATOC executive chairman, HARRY TAYLOR

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n 2014 TATOC will reach a key milestone – our 25th anniversary. This is an amazing achievement for the association and we have decided that the TATOC 2014 conference will signal the beginning of our celebrations.

namely an ageing owner base and the issue of perpetuity contracts.

with those resorts to make the necessary arrangements.

This is an event not to be missed – and a world first so please check the TATOC website for further information.

A major aspect of these celebrations is to make the TATOC 2014 conference the biggest and best to date.

On November 1 TATOC proudly issued a joint press release with the U.S.-based National Timeshare Owners Association (NTOA) announcing the implementation of a strategic alliance between both organisations.

TATOC offers members and affiliates a number of additional services. One of these, the TATOC health check service, has presented two reports and one more is underway.

One way to do this is to invite representatives from Europe’s independent non-member resorts to attend the conference, learn more about TATOC and enjoy the conference experience.

The TATOC mediation service has been active on behalf of members and resorts this year and there will be more on this service in later issues.

This alliance will be a tremendous benefit for owners as we share many goals and objectives.

Bringing together two strong and independent bodies will ensure a long and successful future for both consumers and the industry.

Finally, we are delighted to announce that Sandra Wrightson of DeCotta, McKenna Santafé has joined the team of ambassadors who are working hard to promote the activities of TATOC around the world.

Preparations are well underway for the 2014 conference and there is an information hub on the TATOC website which is regularly updated with news about speakers, sponsors, the agenda and much more.

The number of member resorts applying for TATOC resort accreditation continues to increase as more resort committees see the benefits of this coveted award. There is a full report in this issue about the Holiday Club Canarias resorts, which were accredited during summer 2013.

It has been a hectic year for the association and 2014 is set to be a year packed with celebration, exciting news and important developments as we tackle the challenges facing the industry. We thank you for your continued support and look forward to reporting back to you soon.

The conference proper begins on the afternoon of Friday, March 7 with registration. However this year we are holding a very special free seminar that morning from 10am that I urge you to attend.

In the next issue of Sharetime will be a report on the recent accreditation of the Alpine Club in Austria. I visited the resort and personally carried out the accreditation. It was a pleasure to report that the resort ticked all the boxes for excellence.

Happy Christmas and best wishes for the New Year.

In conjunction with the Resort Development Organisation the seminar will consider many of the issues facing the timeshare industry –

Next year will see the first of the three-year follow-up inspections of existing accredited resorts. The TATOC office will be in touch

We have developed a special programme to assist with this and further information is available by contacting me directly on harry. taylor@tatoc.co.uk.

Free seminar

Advice from the experts

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ATOC and the Resort Development Organisation (RDO) are holding a free seminar on March 7, 2014 to provide advice and guidance on issues affecting owner run resorts today.

European Commission has timeshare in its sights and starts a review of the Directive early next year. It is understood that the problems surrounding perpetuity as well as “escalating” maintenance fees will be under the spotlight.

The seminar coincides with the TATOC annual general meeting and the start of the TATOC annual conference.

These are issues that were raised in a House of Commons parliamentary debate earlier this year (and reported in Sharetime).

Particular emphasis and discussion will be on the principle challenges of an ageing owner base and perpetuity contracts.

At the seminar you will find out what TATOC and RDO are doing to address the challenges ahead and what we’ll be saying to the legislators.

All resorts are welcome - whether they are members of either organisation or not.

Many resorts will also be aware that the

Harry Taylor, executive chairman

Experts from a range of fields will share their thoughts, provide general advice and guidance and answer questions on a host of thorny issues.

The event starts at 10am until 2.30pm and will include lunch.

Overnight accommodation for Thursday, March 6, including dinner, bed and breakfast, can be booked through TATOC on Francis.

Seaver@tatoc.co.uk at a cost of £125pp including VAT. It’s free to attend and what’s said in the room stays in the room, so come armed with your questions.

Date: March 7 2014 Time: 10am - 2.30pm Cost: Free

ISSUE 16 • Winter 2013

News from the TATOC Consumer Helpline

Don’t forget the golden words

Helpline manager Mark Caldicott shares the latest news from the TATOC Consumer Helpline

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The Helpline advises owners never to give money or meet with any company who ‘coldcalls’ them. And never to make an up-front payment whatever the company might say.

This activity was made illegal in February 2011 under timeshare directive 2008/122/EC.

The Spring issue of Sharetime will include a review of the past 12 months at the Helpline, looking at the calls and emails received and a breakdown of money reported lost. We will also report how much of this we have helped owners recover. The results will definitely surprise you.

The updated guides can be found under the consumer help section of the TATOC website: www.tatoc.co.uk. You can read them online or download the PDF.

Owners who are looking to sell their timeshare are particularly vulnerable to scams.

Further details of the European directive can be found on the TATOC website.

We are currently developing a dedicated website for the TATOC Consumer Helpline.

Packed full of information and advice for timeshare owners, it will have a LiveHelp facility making it easier than ever for owners to communicate with the helpline staff.

TATOC strongly recommends owners to be extremely cautious of re-sale companies who:

t’s been a busy autumn at the TATOC Consumer Helpline.

After moving to our new, larger offices I have been busy updating the TATOC helpline guides to ensure they are up- to-date with the current timeshare legislation.

The new site will be ‘mobile friendly’ so consumers can view the site on tablets and smart phones whenever they need to.

You’ll be able to find the website at: www. tatocconsumerhelpline.eu - we’ll keep you updated on its progress.

As always, I would like to remind Sharetime readers of TATOC’s five golden words: never deal with cold callers.

• Contact you ‘cold’ without any invitation from yourself; • Request any form of up-front payment such as a deposit, administration fee, bond of trust, surety against withdrawal, insurance cover, validity survey, land registry tax, certificate charge, VAT, and so on however reassuring and convincing; • Assure you that your payment is fully protected under laws governing the use of credit cards; • Ask for your credit card, debit card or bank details but assure you they will not

take any payment; • Suggest they can obtain an unexpected and unrealistically high price for your week(s) or points; • Say they have a buyer waiting to buy your particular timeshare product; • Invite you to a presentation possibly with discounted travel or accommodation; • Ask you to send them your ownership certificate; • Apply undue pressure for a decision within a short time period; and • Do not comply with TATOC’s consumerfocused re-sale code of practice.

The message is getting through Tom Longfield is a TATOC co-opted director, moderator on the consumer forum Timesharetalk and a points owner with Diamond Resorts. Here, he shares his knowledge of timeshare scams and cold callers.

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t a recent TATOC board meeting I had the opportunity to speak with Mark Caldicott, manager of the TATOC Consumer Helpline. From this discussion, the following is apparent.

In recent times there has been a noticeable downturn of reported cases of scams and cold calls posted in Shark Alley on Timesharetalk.

The phrase ‘don’t deal with cold callers’ is consistently rolled out by the TATOC Consumer Helpline at every opportunity and is undoubtedly having an impact.

There is not just a reported slowdown of distressed consumer calls to the Helpline from those who have fallen foul of a scam but also on the Timesharetalk forums.

Just a few years ago reports about cold callers and scams were reported on TimeshareTalk on a daily basis. Having recently reviewed the area of Shark Alley, I am pleased to report that posts on the subject have fallen to just a trickle with currently only three or four per month.

The internet is now part and parcel of everyday life with a large majority of families having access to it. Consumers, through TATOC and Timesharetalk, are being educated to such a degree that they are now questioning these ‘too good to be true’ scams before taking the plunge.

This is good news for consumers and illustrates the benefit of becoming a member resort or affiliate of TATOC. By supporting TATOC you can help the association keep ahead of the game that cold callers play.

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Resort news Haven Court

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n spring 2013, Haven Court resort manager Robin Mogg asked his visitors to jot down their favourite memory of their stay at the Pembrokeshire property.

Thinking he would just get a couple of comments each week, he was amazed how this request caught the imagination of visitors.

“Owners and guests responded with so much enthusiasm, I could write a book – which is something I am planning to do at the end of the year. A copy will be left in each apartment,” he explained.

•

boarding on the beach in Little Haven without a care about the weather. It was a magical day, which we will remember for the rest of our lives.

Spending a day at Newgale beach and managing to tip my brother out of the kids’ inflatable dinghy - on a two-foot wave. My brother is 18 months younger than me and I will be 53 years young on my next birthday.

Lakeview Country Club

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akeview Country Club Timeshare has launched a dedicated website – Lakeviewtimeshare.co.uk

These are among the comments received:

While all visitors to the site can access the general pages, there is an extensive password-protected area for members only. This area includes:

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•

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•

There are many beautiful views in this area, but to walk to the top of the headland and to sit on one of the seats and look at the view is something not to be missed.

Whiling away some hours on the beach in Little Haven – rock pools, searching for shells, body boarding, jumping waves, staring out to sea. All topped off with a delicious meal at the Swan Inn. My favourite memory will be the large numbers of butterflies on the coast path between St Brides and Little Haven, I have never seen so many different species and numbers of each of those species at one time before.

We spent a rainy afternoon body-

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ince the sale of Pueblo Evita and Fairways Clubs a number of new improvements have been brought in to enhance the experience for members.

Both resorts have added new features to the reservation process including on-line check in to make the arrival at reception more efficient, apartment upgrades if available, late check out and ‘any day’ check in.

The ‘any-day’ check in feature has been well received as booking flights can be much cheaper if not travelling at weekends and late check out allows a more relaxed last day for those with later flight departures.

After a really busy summer there will be no rest for the on-site team as the refurbishment programme of 20 lodges is well underway.

All are to be refurbished to the same contemporary style and quality finish as the first four lodges. It is planned that the ‘refresh programme’ will be completed in March 2014 ready for the Easter period.

Club Las Calas

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egoña Martinez Vazquez, of Club Las Calas, has been awarded resort staff member of the year. She has worked for the club since 1996 and is a long-standing member of the reception staff.

Member information: The latest AGM minutes, newsletters and Begoña Martinez Vazquez important updates from the committee and the management Committee chairman Mike company; West explains: “Begoña certainly • Member forum: Allows owners to deserves her accolade. She is an asset to communicate directly with other owners; reception and is always willing to help and • Member rentals: Encourages members assist in any way to make sure everyone has to list their week(s) for rent; and an enjoyable and trouble free holiday at Las • Member sales: Where members can list Calas.” their week(s) for sale The club has opened a new lift allowing free To support facilities at the resort, Lakeview movement between all Las Calas areas. The Timeshare, together with Lakeview Operations, stairs between Calas I and Calas II have been have introduced a timeshare discount card. replaced by a ramp providing wheelchair friendly access between these areas.

Exciting times for Pueblo Evita and Fairways Ian Goddard, whose company Richvale recently purchased the two resorts, shares the changes already made at the resorts – and his plans for 2014.

Given to all timeshare guests the card entitles the holder to a ten per cent discount at the resort’s restaurant, bar and beauty spa during their stay. The card is not valid when purchasing alcohol or with any special promotions.

where the chef grills fresh fish over burning olive wood on the terrace.

At the end of 2013, the website will be relaunched with a brand new look and features making is easier to navigate. Both resorts are gaining excellent reviews on Trip Advisor and the aim is to become the ‘go to’ resorts for the Costa de Sol and Tenerife.

The pool at Fairways Club

Both resorts have had an overhaul of the way that the beds are dressed with the addition of new and better pillows to improve sleep quality.

At Fairways Club wi-fi has been made available to all apartments where it was only in common areas before.

Pueblo Evita, on the Costa del Sol, has added a number of new features including an updated reception area, mosaic murals, a cooling overhead mist spray poolside for those stifling summer months and new parasols.

The change of management for the clubhouse had brought an altogether more Andalucian feel with paella demonstrations weekly, barbeque nights and a typical Malaga fish day

The pool at Pueblo Evita

ISSUE 16 • Winter 2013

Cameron House Blair Grant from the housekeeping team updates Sharetime on recent activities at the resort.

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his year’s continued programme of refurbishment has seen almost every lodge on the estate receive some form of renewal.

This has ranged from the replacement of furniture with solid oak units, tables and chairs to the complete redecoration and renewal of all bedrooms, bathroom suites and kitchens in some lodges.

The standard of refurbishment has been extremely high.

The popularity and excellent reputation of our lodges has been upheld as we endeavour to keep e Refurbishment programm our accommodation at the cutting edge in terms of design and specification.

housekeeping, maintenance and service.

Allied to this is our Trip Advisor Certificate of Excellence, which we have also received this year.

On an individual level, housekeeping executive Sarah Currie was named RADA (RCI award for developer achievement) manager of the year; while maintenance manager Peter Farrell was named RADA employee of the year.

The past year has seen a massive improvement in the grounds and surrounding areas of the Cameron House estate. Thanks to major investment and the work of grounds supervisor, Brian Corr, areas such as the lodge paths, car parking areas, shrubbery, and gardens have been given the attention and work needed.

This year, maintenance manager Peter Farrell has led the way in an attempt to make our estate more environmentally friendly.

This has largely focused on our reduction of energy use and energy waste on the estate as set to continue well as a new approach to recycling on the estate.

Pictures show an example of our refurbished kitchen and lounge area which highlight the aesthetic and functional advantages of the new design.

Over the past two years, the resort’s recycling bins were not being used to their full potential. It was decided that a new recycling centre was required to handle the site’s waste.

The extremely hard work of all of our staff has been reflected in the awards our resort has received over the past year. Cameron House has yet again retained its RCI Gold Crown, reflecting our enduring standards in

Opened this summer, it has already become very popular with lodge owners and guests alike. This change means that we can now more easily and quickly collect, store and maintain our recycling operation.

Resort news Underscar chooses RFS as trustee Resort Fiduciary Services has been selected by the committee of TATOC member resort Underscar Owners Club to become its replacement trustee.

Underscar sits in one of the most enviable positions in the Northern Lakes on the sheltered slopes of Skiddaw, looking out over Keswick and Derwentwater.

The 19th century coach house and walled gardens have been transformed to create twenty-five five-star luxury time-ownership holiday homes in a courtyard setting.

Apartments at Underscar

Said Andrew Horton, RFS managing director: “We are looking forward to building a long-term relationship with the committee to ensure that the resort continues to be successful in the future.”

Pergola Club’s member party week – keeping members engaged

Subsequently, day trips were arranged to Valletta, heritage sites, Gozo, olive picking and so on.

Resort-based activities have included Maltese lessons, vegetable cutting, wine tasting, lace making and competing teams on a fun day extravaganza (including Wii sports).

Committee chairman Ann Jennings of Pergola Club, Malta, explains how the resort has been adding extra value to their membership for more than fourteen years.

We also use the week to raise money for various charities both in the U.K. and on Malta. One year we raised £1,400 for Kent Air Ambulance and over at LM1000 for disabled children in Malta and Macmillan Nurses.

Resort developer John Grima and his wife Doris

The week gives all members the opportunity to meet at a suitable time, whatever ownership level they had originally purchased.

We believe it is important to give members the opportunity to take advantage of an ‘off-peak’ bonus week at a reasonable charge. This enables them to spend time at the resort, meeting different members, making friends and swapping timeshare stories.

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e introduced a ‘members’ party week’ to encourage new owners who purchased off-site in the U.K. to visit their home resort and experience what they had bought - and to generate a club atmosphere.

The week chosen is normally during a quiet, out-of-season period. After the success of the first party week fourteen years ago, the same week has been chosen every year.

The first week consisted of party and quiz nights.

For the first time we held our party week in the U.K. this year. The venue was Hollins Hall, in Yorkshire, and members from across the country attended. Activities included a day trip to York, a quiz night, a trip to Castle Howard and a gala dinner.

Ready for the

gala dinner

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ISSUE 16 • Winter 2013

BIOGRAPHY:

In my

view

by Stephen Griffin and Geoffrey Price.

Geoffrey Price and Stephen Griffin having trained and worked in the hotel and catering industries of Europe, South America and the Middle East - founded Costafield Management Services in 1993 to provide professional management solution to the timeshare industry. They are based on the Costa del Sol from where they manage six resorts.

Managing the shift: Increasing on-site income with new happy families!

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anaging timeshare resorts hand in hand with an active sales and marketing company is something of a rarity today. The scarcity of sales companies is very much evident: those still in business struggle to make any major in-roads on the dwindling maintenance fees resorts are receiving.

It is clear that the longevity of many clubs is in doubt, partly due to members who find their purchase, made decades ago, less and less relevant to their current requirements.

This, combined with the total lack of ‘new blood’ coming through the marketing and sales ‘front door’, leaves committees pulling out their hair when compiling their yearly budgets.

Here at last, comes some good news. Any resort can dramatically increase its income through rentals, whatever its size.

The resorts Costafield manage are all cases in hand. Over the past ten years our committees have taken several proactive steps to improve operational ‘suppleness’ in an ever-more rigid environment.

First, all our resorts converted to a floating system. Fixed-week members wishing to use their week inform us before the end of each year. They are also required to pay their fees on time! This provides greater flexibility when determining the resorts forthcoming rental availability.

Of course, today’s timeshare environment has not happened over night.

The next step has been to install software compatible with the timeshare operation.

If purchased and financed correctly this is a viable option even for the smallest resorts.

First came the rather draconian European legislation, followed by shifting holiday trends influenced by technology, aging databases, and then finally the economic downturn.

Such software allows a resort efficiently to rent by the day as opposed to weekly periods. Due to the increase in transactions, the software improves administrative and accountancy effectiveness.

Timeshare has always had one massive advantage over hotels in that clubs had a loyal database that were invoiced once a year, making resorts far less susceptible to the erratic trends of the travel industry.

Administration and accounts were also fairly straightforward as a result. While defaulting members are nothing new, vibrant sales and marketing programmes more than compensated for the number of defaulting members.

With the marketing and sales option, on the whole, being a thing of the past, resorts have had to look for alternate means to generate income. The most obvious solution has been rentals. This however, as we all know, has been easier said than done!

With these fundamentals in place it was time to find new clients. Sophisticated and expensive technology that was once only available to the biggest hotels chains just five years ago is now available for no initial cost.

This is due to the advent of on-line travel agencies (OTAs). There are many OTAs but just one that really leads the market today, www.booking.com.

The signing up process takes a few weeks, as does the training of staff. However the results are almost immediate and, if done well, will

absolutely astound you. Today’s OTA’s are your ‘free’ piggyback ride to the worldwide market.

Because OTAs spend hundreds of millions of dollars to market your product on-line, their services are obviously not totally free typically charging a 15 per cent commission.

But this cost is purely on reservations that actually arrive and pay at the resort. There are no up front costs.

Once up and running with at least one OTA we view the 15 per cent cost more as an ‘introduction fee’ than a commission.

That is to say, we aim to ensure this ‘new blood’ does not use again an agency to rent accommodation at the resort.

This can be achieved via on site sales presentations and/or ensuring clients future rentals are made via the resort’s own website, free of commission.

Ideally resorts should work with a range of OTAs to maximise marketing coverage. This, however, creates quite a problem to overcome. How to keep all the databases, including the resort’s own site, up to date with availability and prices?

Again advances in technology allow you, in a very cost effective way, to overcome this using ‘channel managers’. Simply put, you enter availability and prices in one programme and it effectively keeps all the others up to date 24 hours a day.

The results speak for themselves. Costafield’s resorts, through their audited accounts, have demonstrated rental income to have doubled or even tripled in the first year. This has been achieved without employing one extra member of staff in any of its resorts, none of which have a 24-hour reception.

Making this shift has been fundamental in keeping the resorts economically viable and, although, it may not be the finite solution, it does today provide valuable income and new happy family faces on site.

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Affiliate focus

Silverpoint expands member horizons

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aunched in 2010, Silverpoint Leisure sells and markets a global portfolio of vacation properties in a number of the world’s most sought after holiday destinations.

The company’s visionary ethos - which is reflected in its corporate strap line: Incredible People, Incredible Places, and Incredible Journeys – is a commitment to providing the very best leisure products through a genuine regard for the consumer and the very highest levels of service.

The company’s best-selling product is the Silverpoint Vacation Club, a points-based system which takes all the best aspects of the holiday ownership industry and combines them into an attractive package that gives the member unrivalled choice and flexibility.

Added to this package are a collection of extra benefits which elevate the product far above those of its rivals and ensures the product’s popularity with members old and new.

These extra benefits, which range from free hotel accommodation in European cities to a travel concierge, are a direct response to customer feedback – Silverpoint encourages two-way communication with its clients and wants to hear their ideas and opinions on its range of products.

To this end Silverpoint created a dedicated sustomer service department to facilitate its commitment to customer communication and to help customers with all aspects of their membership. With multi-lingual staff and a mission to ensure that the customer’s voice is heard and that complaints are dealt with in a sincere and satisfactory manner, this department is at the heart of the company’s quest for excellence.

Luna Villas Thailand

Another product that has benefitted from customer feedback is Silverpoint’s high-end Club Paradiso. With two more destinations added recently – the magnificent Kentisbury Grange in the U.K. and the chic Luna Villas in Thailand – Club Paradiso now offers a comprehensive and global portfolio of highly sought after and ultra-luxurious destinations.

This commitment to the very best products ensures a healthy influx of new members interested in the amazing holiday experiences that are available. This influx is important as it provides an exit opportunity for those members who no longer have a need for a lifetime vacation product.

Silverpoint provides a dedicated, onsite resale service for its members and a viable exit programme – a facility that is unique among European timeshare companies.

or position. Through a process of training, mentoring and life coaching, every member of staff is empowered to be the very best they can be, whether they are a member of the domestic team or a member of the board.

Silverpoint not only focuses on improving its products and customer experience - it is also keen to develop and mentor its staff. One of the main reasons that the company is able to recruit and retain talented people is its commitment to an ongoing investment in people as individuals and not simply as employees.

The new generation is obviously the future for the company and Silverpoint’s CEO, Mark Cushway, had this to say: “To appeal to the younger member we’ve not only had to maintain the high standards of our vacation products but we’ve had to look at ways of communicating with our customers in a modern and tech savvy way.

Each member of staff receives ongoing training that is tailored to their role within the company. Silverpoint wants individuals to see their work as not only a job, but as a stable and structured career which will provide financial security and allow them to develop as professionals, regardless of their department

Looking to the future, Silverpoint is on a quest to expand its horizons and embrace new geographical markets and a new generation of members. By creating products that maintain the core principles of quality and flexibility it has appeal to a broad range of nationalities and age groups.

“We have created a fantastic travel guide app for mobiles, an online social community and we now give new customers a tablet which presents our products in an exciting and innovative way and also features a widget that allows us to talk to our members directly.

Feedback tells us that this type of innovation is the way forward if we are to capture the attention and imagination of the next generation of members.”

To download the SilverpointGo Travel Guide app visit: http://silverpointgo.com/ To find out more about the Silverpoint vacation products visit: http://vacationclub.silverpoint.com www.clubparadiso.com

ISSUE 16 • Winter 2013

Affiliate news

Bedroom at DRI’s Palazzo at Soriano resort

Diamond Resorts’ founder and chairman Stephen J. Cloobeck accepting the Vojola d’Oro award

Palazzo Catalani resort receives Vojola d’Oro award

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iamond Resorts International’s Palazzo Catalani in Italy has received the Vojola d’Oro award and been honoured by the Chestnut Festival Organisation, the local tourist board and the local community.

Diamond’s founder and chairman Stephen J. Cloobeck accepted the award on behalf of the resort.

Established in 1979, the honour has become the highest form of national recognition to be

awarded by the local community of Soriano.

The distinction is reserved for those who have been distinguished by merits in areas of art, science, culture, music, film, literature, economics, politics, and sports. The award honours prominent figures and businesses of regional significance to Soriano.

This symbolic gesture was awarded to Diamond Resorts and Palazzo Catalani in appreciation for several years of business in Soriano nel Cimino.

Confused About Timeshare launches luxury re-sale website

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e-sale company and TATOC affiliate Confused About Timeshare has launched a second website to promote luxury resorts.

great success with Marriott timeshare re-sales and believe that a separate website focusing on this luxury brand would add to the service we can offer,” Bell explained.

Working alongside its main Confused About Timehare website, the new facility is currently offering re-sale opportunities at five luxury Marriott Vacation Club resorts in Europe and Thailand.

“For now we are focusing on the luxury resorts that Marriott has to offer in Europe and Thailand but this will be expanded to reach out to the Marriott resorts across the U.S.A. in the near future.”

Luxurytimeshareresales.co.uk was developed after managing director Mark Bell noticed a need to ensure his business offered a resales platform for customers to view specific ownerships at these Marriott resorts.

“Over the past three years we have enjoyed

The new website allows customers the time to review all aspects of their chosen Marriott timeshare resort. There are helpful links to resort layouts, plans and location maps giving potential owners a real understanding of each resort and apartment.

Diamond Resorts announces official opening of Palazzo at Soriano

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fter a two-year period, Diamond Resorts has announced the opening of the Palazzo at Soriano, an addition to Palazzo Catalani that will almost double the number of available accommodation units.

In response to the high demand for travel to Italy, Diamond converted the derelict animal sheds into charming accommodation for its members. Built into a beautiful Italian hillside, the retreat is simple in style and quirky by nature.

RFS to offer new lending facilities

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ATOC affiliate Resort Fiduciary Services has formed a strategic alliance with an authorised financial company to offer secured lending facilities.

This alliance has already assisted resorts and committees retain sales to purchasers and helped existing members who wished to purchase additional weeks but were rejected by the mainstream lenders.

Other benefits of the facility include offering secured finance to revolve inhouse credit books when a resort wishes to release capital and debt consolidation to reduce an individual’s monthly outgoings.

Andrew Horton, RFS managing director, added: “A major advantage for customers is that the rate of interest charged is considerably lower than the rates charged for unsecured loans.”

For further information please contact: RFS – 01234 888777 email: info@resortfs.co.uk

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Timeshare Management Fee Collection Resort Recoveries, developed by CBC International, is a specialist in the recovery of overdue accounts in the timeshare sector, and, in particular, the collection of outstanding

annual

maintenance

fees

and

finance payments from owners.

Today, Resort Recoveries works with a number

of

resorts

throughout

Europe,

assisting with the collection of fees both in the U.K. and Europe. Key to their success is the understanding that resorts value their owners and want to enjoy a long-standing relationship. Tact, diplomacy and empathy are key skills and crucial to the operation.

Resort Recoveries Specialist Timeshare Fee Collection

So why choose Resort Recoveries?

Roy Caligari, managing director, explains: • We are TATOC affiliates so you are guaranteed that owners will be treated fairly and professionally while ultimately recovering what is owed; • We only charge when we are successful in collecting fees - if we are unsuccessful then the resort does not pay for our service; • We have experienced collectors who understand your business & get results; • We hold the internationally recognised Quality Assurance Accreditation ISO 9001:2008; • We are licensed by the Office of Fair Trading and registered under the Data Protection Act; and • We offer online, telephone and traditional cheque payment options making it easy for owners to pay their outstanding fees

Developed by:

CONTACT US TODAY: | tel: +44(0) 151 515 3014 | fax:+44(0) 151 515 3015 enquiries@cbc-international.co.uk | www.cbc-international.co.uk

ISSUE 16 • Winter 2013

How to choose a management company Sharetime asked Brad Revell and Vicky Dubois Sandy, of Resort Solutions (RSL),for their top tips in selecting a management company.

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s resorts have matured and developers have stepped aside, many committees have chosen to appoint professional management rather than manage the entire resort operation on their own.

So, how can committees be sure they are selecting the best management company for them? Here are RSL’s top tips:

These committees have recognised the benefits a third-party management company can bring to their resort including expertise, cost savings, access to new distribution channels and products, financial planning and maintenance fee collection.

Make sure you get a really good feel for the people in the organisation. Visit the company’s offices and speak to the various people who will be responsible for managing your club(s) and servicing your members. It’s important to ‘kick the tyres’ and a get a feel for how you would work with the company.

However, selecting the right management company for your resort can be a lengthy and confusing process.

“Our mission is to provide the best possible holiday experience for owners and guests while increasing resort profitability, boosting performance and improving efficiency,” explains Brad Revell. “Your chosen management company should operate in the same way.

Get to know the team

Meet with other committee clients Talk to the committees who are already working with the company and ask for their opinions. Take the opportunity to arrange a visit to a resort managed by the company to experience at first-hand the quality of the onsite management.

Make sure the finances are right

”The focus needs to be on the owner while providing a wide range of good value services that a committee can rely on, day after day.”

Finance is important to any club so make sure the company has stringent safeguards in place when managing the club’s funds and that there

New benefits for TATOC members

is very beneficial to our member resorts and affiliates.

TATOC is looking to improve the benefits of association membership and affiliation.

One new benefit just announced comes from the TATOC Consumer Helpline.

Using its comprehensive software programme (Merlin Software for Vacation Ownership), the Helpline is now able to provide the following information for resorts and affiliates on a monthly basis: • • • • • •

The number of their owners contacting the helpline facility; The number of their owners who have been scammed covering: The type of scam (e.g. re-sale, legal, take over offers); The amount of money lost and how much TATOC has been able to help refund; The number of their owners requesting re-sale advice and information; and The number of their owners asking for ‘exit route’ information.

Mark Caldicott, TATOC Consumer Helpline manager, explains: “This type of information

“The reports show if owners are being targeted by a particular scam company and it records any sudden increase in owners wanting to sell or exit. The club can then act accordingly.”

The facility will be available to all members and affiliates from January 2014. To receive this information please contact Mark Caldicott at mark.caldicott@tatoc.co.uk

Brad Revell and Vicky Dubois Sandy from Resort Solutions

is regular and transparent reporting in place to keep the committee up to date with club business.

Determine the services you want to use Understand the services that are on offer and make sure these match your club’s needs. A good management company will work with you to understand exactly what the club needs and, if it is a fully encompassing management service, be able to provide a tailor made solution.

Plans for the future It is a sad truth that most well-established, independent clubs will suffer from reducing member numbers as a result of an ageing owner base. So, it is important to partner with a management organisation that can offer sales and marketing solutions to generate new members and offer a legitimate exit route to members when the time comes.

For further information on TATOC affiliated management companies, visit the Business Directory on the TATOC website.

towards their holiday. Owners can gain up to £1,500 discount on partner cruise lines over what any travel agent can offer.

Members also earn valuable credits every time they purchase future holidays including the newly launched Lifestyle Collection of Wine Tours and Stay in Italy; exclusive spa breaks in Austria and England and a bespoke city breaks programme. Golf is set to follow soon.

And the good news doesn’t stop there.

TATOC affiliate, ICE, has produced a new benefit for all TATOC member resorts to use in their own promotional activities.

Looking to encourage owners to respond to a marketing offer, or pay their maintenance fees by a certain date? Then provide an incentive to act by giving your owners a free one-year membership to Ice Platinum Rewards (IPR).

IPR membership offers unique access to great value global cruises and tours together with all travel facilities.

Members of IPR enjoy the lowest purchase rates when trading their current year usage

Incentivise your members to pay their fees on time with a cruise through IPR

The deal gives member-only exclusive discounts of up to £1,500 on cruises, and price reductions on tours, wine tours, wine purchases, city and spa breaks and golf breaks – all with full travel servicing.

To find out more, contact Stuart Ockenden on stuart.ockenden@iceenterprise.com or visit: www.myplatinumrewards.co.uk

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12

SHARETIME

Together we can: TATOC conference 2014

by TATOC executive chairman, HARRY TAYLOR

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he TATOC annual conference will take place March 7-9, 2014 at the Park Royal Hotel, Stretton, near Warrington.

This year’s theme is ‘Together we can’ and I believe it sums up all that TATOC is about.

Together we can – achieve great things, face our challenges, tackle the scammers, support resorts, assist owners... The list is endless.

conference sessions. Apart from your bar bill and transportation, there are no extra costs.

But what really sets the TATOC conference apart is that it is still the only conference worldwide where the industry and the owners get together, in the same room, to network, talk and share their experiences. That just doesn’t happen anywhere else.

That is why our conference theme is so important.

The Park Royal hotel was selected again as the conference venue because of its great location.

It is very accessible for all delegates due to its quick links to the major road and rail networks and Manchester airport.

The TATOC conference brings together two bodies – owners and the industry – and it leads to exciting conversation and openness.

By working together we can find the solutions to the issues we face.

Delegate booking forms are available to download from the conference information hub on the TATOC website.

But of course, we can only do this if our individual owners, member resorts and affiliates attend. TATOC urges committees to find it in their budgets to send at least one representative to the conference.

While prices have risen a little since last year, the TATOC conference is still great value. It includes all accommodation, meals, entertainment as well as, of course, all the

Duffy (Diamond Resorts International), Dimitris Manikis (RCI), Francis Taylor (DAE) and Alain Carr (CARE).

They will provide delegates with real, practical knowledge, insight and information that they can take back to their fellow committee members.

Our speakers have been asked to address the ‘nitty-gritty’ of every aspect of resort operations. This is going to be a truly hands on event as TATOC goes back to its roots of 25 years ago to support owners and the committees who represent them.

TATOC hopes resorts will take advantage of this opportunity. It is not a talking shop. It will provide you with the information that your committee needs to successfully run a resort in these challenging times.

For further information, visit tatoc.co.uk – conference information hub or contact Harry Taylor at harry.taylor@tatoc.co.uk.

Speakers confirmed to date include: Frank Chapman, Howard Nusbaum (ARDA), Patrick

New voice for U.S. timeshare owners

T

he U.S. National Timeshare Owners Association, launched in 1995, has been transformed into a vibrant, technology savvy and relationship-driven organisation serving as a voice of the nearly seven million timeshare owners in the United States.

issues that arise from the fact that consumers simply need to be treated in a fair and ethical manner. When you are entering into a lifelong contract you should want to be educated enough about what you are legally acquiring to understand both its usage and cost. As a result informed owners equal happy owners.”

that documents be sent ahead of agreeing to anything. It’s simply that we have been unable to find a single instance of a legitimate timeshare reseller that initiates contact.”

Gregory Crist, a noted advisor with ten years’ timeshare experience, heads the revamped organisation.

Adds Schreier: “We feel strongly that the proposed framework of the ‘timeshare owners bill of rights’ makes an excellent sister document to the U.S. developer associations’ respected code of ethics and we intend to present this to ARDA for review.” Until then, the proposed bill of rights will be posted on the NTOA website for commentary and feedback both from owners and developers.

For nearly two decades, the NTOA has forged strong alliances with organisations in the timeshare community. In an attempt to demonstrate their pro-timeshare stance as well as their mission to help the organisation has also:

Executive director Lisa Ann Schreier will handle the day-to-day operations including membership, planning and organisation of meetings and communications.

Ed Hastry, who founded the NTOA, remains on the board as a member of the advisory team as well as serving as the ‘point person’ for any member questions or concerns as they relate to membership benefits.

BILL OF RIGHTS AND BEST PRACTICES At the heart of the NTOA is a ten- point timeshare owners ‘Bill of Rights’ and a sixpoint code of ‘best practices’.

In Crist’s words: “There may be contentious

STRONG STANCE ON COLD CALLERS The NTOA has taken a strong and public stance on the serious issue of timeshare owners being solicited by cold callers focused offering to sell or transfer their timeshare interests.

“Avoid any company that initiates contact, without exception,” says Schreier. “It’s not a matter of calling an attorney, or asking

PARTNERING WITH THE TIMESHARE INDUSTRY

•

•

•

Begun discussions with RCI to issue a joint statement clearly outlining what RCI does and doesn’t do in an effort to mitigate consumers who have fallen for scams; Forged a unique framework to work in concert to address the major issues facing timeshare consumers both in the United States and in the United Kingdom; and Been a strong partner and advocate of International Timeshare Appreciation Day, which is held annually on November 1. ITAD has a Facebook page with over 1,000 members as well as a dedicated Twitter hashtag of #YES2TIMESHARE

ISSUE 16 • Winter 2013

Women at the top: Fiona Downing In this regular feature we talk to women who have made it to the top in the timeshare industry.

What was your first job after school/ college?

I worked for an out-source telemarketing firm. The management team comprised young, talented London graduates who were keen to create a cool, unique culture.

It was a lot of fun and gave me a great sales foundation to start my career.

How and why did you get into the timeshare business?

One of my friends worked for RCI and told me they were looking for experienced telemarketers. I didn’t make a conscious decision to get into the timeshare business; at the time I just thought it would be a great summer gig while I figured out what to do long-term. I guess RCI was the answer as 22 years on I am still here!

How did you fare as a female?

BIOGRAPHY:

What do you love about your job?

Downing began her career with RCI in 1991. In her over 22 years with the company she has held various management roles including leadership of the call centre, brand management and revenue management, product development and resort operations.

I have loved every job I have had at RCI. I get to work with talented, creative people in a multi-billion dollar industry alongside some of the world’s biggest hospitality brands what could be more fun than that?

She played a pivotal role in the launch of the RCI points exchange programme in Europe and the establishment of many of the region’s points-based clubs.

She has been instrumental in the development and execution of RCI’s web development strategy and key RCI innovations such as RCI platinum, RCI TV, the game-changing RCI weeks’ enhancements, and many other significant projects.

I was lucky - there was a female VP running the call centre at the time who gave me a lot of support. I was promoted to a supervisor fairly quickly and my career at RCI really took off.

a number of times where I have volunteered (or have been ‘voluntold’) to take on a brand new initiative or business unit and every time it has turned out to be both the greatest challenge and the greatest success.

In those early years I did worry that I wouldn’t be taken seriously in the industry.

As a young, blonde woman I guess I always felt I had to work harder and smarter than the next guy and prove I was more than capable.

It takes time to build a good reputation but in the end the hard work paid off.

Running RCI points for Europe in the early 2000s is a good example, as it’s the role that brought me to the U.S. in 2008 to run the business transformation of our $100m web strategy programme. Where there is great risk there is often great reward.

Who has been the biggest influence on your career?

I have thought about that a lot in recent years as I now mentor a number of young women in our business and I often look back and think about my own mentors.

I can’t say that there is any one individual who changed my career, as I have been fortunate to have lots of support from many of my colleagues and leaders.

If I had to choose I guess I would say Jan Maskell, who was the call centre VP who gave me my first break, and Gordon Gurnik, who is now our president. He has given me numerous opportunities and challenges that keep me fulfilled and engaged.

What have been your biggest challenges - and successes?

Throughout my career at RCI there have been

How difficult was it to move to the U.S? Professionally it was a great opportunity that allowed me to learn new skills and gain a better understanding of the U.S. timeshare business and our global strategy.

Which resort developers do you admire and why?

It would be hard to single anyone out as I have a lot of admiration for all of our developers.

This is a tough industry full of innovative, passionate, tenacious talent that makes it look easy and bring great success to us all.

What are the biggest changes you’ve seen in the business?

When I look back at RCI in those early days and compare it to the business today, there is a lot that is different.

Our products, services and technology solutions have all advanced significantly and, as a public company, we operate with more structure and governance than ever.

But there is also a lot that is the same. The focus on partnership, customer service and innovation is as strong as it ever was and the DeHaan pioneering spirit lives on in the current leadership of the business.

Would you advise today’s young women to enter the timeshare world?

Absolutely. We are a challenging, diverse, creative and rewarding part of the wider hospitality industry and there are a lot of great opportunities for talented young women to build their career.

Personally, it was pretty rough at first but thankfully we all now think of the U.S. as home and are very happy here.

If you could make one major change to the timeshare industry, what would it be?

Congratulations on your recent promotion. Tell us a little more about your new role.

That we could somehow find a way to increase awareness of the benefits of timeshare ownership among the masses so that it becomes a sought-after product.

I’m senior vice president of business development and operations for North America, Canada and the Caribbean which means my team and I have the privilege of working with our 2000-plus resorts in the region.

Our role is to bring them products and services that help them drive up revenues or drive down costs to meet their sales and operational goals.

How do you relax when the business day is done?

As a working mum, spending time with my kids at the weekends is precious. When we are not doing fun family stuff, I love to decorate and handle DIY projects. I am in charge of the toolbox and drill in the Downing household.

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ISSUE 16 • Winter 2013

Give Us Time charity targets timeshare The Give Us Timeshare charity is targeting timeshare resorts, industry professionals and owners to help send wounded service people and their families on holiday.

The charity, which previously ran under the umbrella of Aghan Heroes (now True Heroes), is now a charity in its own right.

The charity asks those with unused weeks of timeshare to provide holidays for the families of military personnel deployed to Afghanistan. The charity helps the families of those killed and injured as well as those who just want to recover together.

Since the start of operations in 2001, more than 440 British forces personnel have lost their lives while serving in Afghanistan, more than 2,000 have been injured, and many more families have seen their lives profoundly changed. Sometimes, it takes only some quality time in a neutral environment to restore the normal dynamic to a family.

The charity began a pilot programme earlier this year and will roll out the full programme in 2014. It is now looking to build up a substantial portfolio of donated properties on a week-long basis. The more weeks of time they have, the more military families they can send on holidays.

CLC World hosts army family in holiday scheme

New trustee Phil Watson from WWTH

P

hil Watson, managing director of re-sale company Worldwide Timeshare Hypermarket, has been appointed a trustee of the Give Us Time holiday charity.

The announcement was made at a reception held by the charity to thank businesses and individual property owners who had provided holidays to servicemen and women and their families after their tours of duty in Afghanistan.

The charity, supported by MP Dr. Liam Fox, thanked all those who had taken part in this year’s pilot which saw several military families sent on holiday to recuperate, both mentally and physically, at the end of their deployment. Many of these holidays were at timeshare properties in the U.K. and Tenerife donated by companies such as CLC World, Silverpoint, RCI and the Moness Resort.

An army bomb disposal expert, who has spearheaded training in how to handle improvised explosive devices (IEDs) in Afghanistan, has enjoyed a Cornish holiday with his family at CLC World’s Trenython Manor, under the Give Us Time Initiative.

S

ergeant Simon Hannaford (35), his wife Michelle (34) and their three children Charlotte (13), Joshua (8) and two-year-old Jack, spent half term relaxing and enjoying all that’s on offer at the country house resort.

become a bomb disposal mentor to the Allied Forces’ Afghan partners. He has been key to delivering specialist IED training and mentoring the Afghan National Security Forces as part of the process to pave the way for transition of power to the Afghan Government.

Wife Michelle has supported him throughout, and looked after their three children without the advantages of having any family nearby, and the couple has not had the opportunity to enjoy a proper family holiday since 2009.

Sgt. Hannaford with his children Joshua and Jack.

Sgt. Hannaford, of Catterick Troop, has been almost permanently on bomb disposal duty in recent years, putting an enormous strain on his family, who live in married quarters. He has completed two challenging and arduous tours of Afghanistan and is one of the Army’s most highly- trained bomb disposal experts.

His first class performance led him to

Tragically, Sgt Hannaford’s father died suddenly just over two months ago.... His regiment had put his name forward for the scheme believing a holiday would be a fitting way to ‘reward a truly selfless and committed soldier and his family’.

The Give Us Time project was launched last year by former defence secretary Dr Liam Fox and aims to provide holidays for armed service families to recover from the trauma of

combat and to adjust in a neutral and quality environment.

Dr Fox called on holiday home operators, second home owners, and timeshare companies and owners to donate weeks which could be used by service personnel and their families for recuperation after a tour of duty, by families who have lost a loved one and by those who have suffered mental or physical injury in combat.

A database was set up to register donated weeks and CLC World Resorts & Hotels was one of the first companies to sign up.

The company provided a holiday in Tenerife for the first family to benefit under the scheme and has been delighted to offer the accommodation for the Hannafords, the second family to enjoy a break.

CLC World managing director Martyn Aldridge said: “We warmly applaud the Give Us Time initiative when it was launched and were delighted to play our part.”

Dr Fox said: “I am extremely grateful to CLC World for their generosity, again, and I’m thrilled that the Hannaford family have had a fabulous holiday. From what I have seen of Trenython Manor it looks like a first class place for family relaxation. This is what Give us Time is all about.”

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Resort focus

Sutton Hall a Yorkshire favourite Brian Knibb, Sutton Hall committee member, explains how the resort’s unique location has been critical to its success.

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utton Hall is an 18th century manor house converted into eight suites complemented by six cottages built in the extensive grounds. There are 435 families owning fixed-week products.

The estate extends to 23 acres with formal gardens, meadowland and woodland.

There are two tennis courts and an indoor swimming pool.

Ideally suited to explore Yorkshire’s superb tourist attractions, the resort is five kilometers from the North Yorkshire Moors National Park – while the village pub, which is just a hundred meters from the resort, has full restaurant facilities and two bars.

What is the history of Sutton Hall?

The hall was a private residence until the early 1980s when a group of local businessmen acquired the property and initiated the conversion to timeshare. Cottages were added at several stages in the next few years.

By the early 1990s the owners’ club had been vested with full managerial control and that remains today. The estate is held in trust for eventual return to the freeholder in 2062.

The development was started by a group of local businessmen rather than by a conventional timeshare developer and is a principal reason why transfer to the owners club was achieved at an early stage and the transition successful.

All the original developers were owners of weeks and sat on the members committee, some until 1990.

Have the holiday patterns of your owners changed over recent years?

Why do people buy timeshare at Sutton Hall?

Not for those who visit just to enjoy the countryside and the beauty of the region.

The resort was sold out under the original development many years ago with people purchasing because of the ease of access to the wonderful county of Yorkshire.

How has Sutton Hall continued to succeed?

As the largest county in England, Yorkshire is one of the most historic, varied and beautiful. Yet despite its size and the wealth of attractions, there is only one timeshare resort in the county - Sutton Hall.

The resort is ideal for those looking for a high quality, comfortable and relaxing holiday based on touring, walking and other outdoor activities. Just a few miles from Thirsk, Sutton Hall is within easy reach of historical attractions of York, Fountains Abbey and the coastal towns of Whitby and Scarborough.

Thirsk is the well known home of James Herriot, the world’s most famous vet and great walks abound in the area.

As a mature resort, what are the main challenges you are facing?

The principal challenge is the ageing membership. It is sad to say but many of the original members are now in their eighties and physically less able to enjoy the type of holiday that our region offers.

The first reason is our location. We are lucky that we have a wonderful resort in a beautiful area, giving easy access to all the delights that Yorkshire has to offer.

The second reason is that it is a resort run entirely for the members by the members.

Has the U.K. ‘staycation’ had an impact on your sales and rentals?

I suspect that it may have done. Most of our visitors (exchange and rentals) come to the hall because they appreciate the unique attributes of the area rather than the ‘sun, sea and sand’ features of foreign resorts.

What sets you apart from your local hospitality competitors?

The ‘stately home’ setting, the grounds and other facilities like the swimming pool and tennis courts.

ISSUE 16 • Winter 2013

You have a very active website – how does this support your business activities?

Thank you. It helps mainly at the moment to produce rental and re-sale enquiries.

However, there is significant potential built in to expand information provision for owners and visitors alike.

Do you use social media such as Facebook to promote your resort?

We do have a Facebook page, which we started to develop this year. However, there is much to do to make it fully effective. We intend to build on this during 2014.

How has the marketing and sales approach changed over the years?

After the developers left in the early 1990s there was effectively only informal sales and rental activity. In the last two years we have begun to take a more proactive approach on behalf of owners who want to sell or rent and on behalf of the club for those weeks that have either remained unsold or been recovered.

How do you market your rentals and remaining weeks?

Through the website, local advertising and next year we are planning some national advertising in magazines catering for walkers and nature enthusiasts.

A large percentage of our rentals currently comes via the website and owner/exchange visitor-initiated enquiries.

We chose to go initially with the RSPB’s Nature’s Home because it has the largest circulation of countryside lovers, apart from the National Trust Magazine. The Ramblers

‘Walk’ was also a consideration but it has a much smaller circulation.

example of current expectation that was unheard of in 1982.

The focus for our marketing is the low season because high season weeks are always full.

Birdwatchers, walkers and that ilk are just the sort of people who look for low season getaways.

How is the resort managed? Do you use the services of a management company?

Our 2014 venture with Nature’s Home will be the proof or not of the correctness of our assumptions.

How do you engage with your fellow owners?

All owners receive a letter from the chairman twice a year to keep them up to date with progress and strategy. There are intermediate messages from the resort manager to advise of certain topics. She also started a blog on Facebook earlier this year that we are discussing continuing.

You are currently undertaking a refurbishment programme – how is this funded and managed?

The programme is generally evolutionary with only the occasional large-scale exercise. It is developed, designed, managed and funded entirely by the owners club.

Refurbishment is often a balance between keeping your current owners happy while also making your product modern and appealing to a younger market. How have you tackled this?

This is a constant challenge, especially in a property as old as the hall, which was originally converted over 30 years ago.

Standards and expectations then were quite different. Resort-wide Wi-Fi is a good

No independent management company is involved. The owners’ company is limited by guarantee and not-for-profit.

What are your plans for the future?

To stay pretty much ‘as is’ in terms of facilities but constantly improve quality and customer service.

As a resort what are you most proud of?

Sustaining a successful resort for over 30 years and achieving and sustaining RCI Gold Crown status for more than 20 years.

We are also proud that we have one of the lowest management charges in the U.K. without impairing the quality of the resort.

We run a tight ship and all the management is internal.

I also have to give the original developers credit in that they passed over a debt-free enterprise.

How important is your owners committee to your business activities?

The owners’ committee is the management committee. The seven current members each have specific roles and responsibilities working in conjunction with the resort managers. For example finance, maintenance, IT, HR, sales and marketing and legal and secretarial.

Indoor pool at Sutton Hall

Keld, Swaledale, Yorkshire © Visit Britain/Britain on View

Entrance to the resort

17

18

SHARETIME

Exchange news

DAE launches updated look

Interval survey reports owner satisfaction

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Dial An Exchange (DAE), the world’s largest privately-owned holiday exchange company, has introduced a new look and brand image.

nterval International has revealed that its U.K. members travel extensively, find holiday ownership satisfying and more than half own multiple weeks of shared ownership time or its equivalent.

The new concept brings together all of the company’s global entities under one image logo to ensure its over 450,000 members and industry partners instantly recognise the organisation

Members also report average household incomes of approximately £63,650 per year and a third own a second home – apart from their holiday ownership.

Since its inception in 1997 in Australia’s Gold Coast, DAE has grown exponentially and continues to expand its global reach with 11 offices around the world.

These findings are from the Interval International 2013 U.K. Membership Profile, which was developed from a sample of U.K. resident owners maintaining an active Interval membership.

“The new branding brings a fresh and dynamic feel to DAE,” said a spokesman.

“Members will still enjoy the service levels for which the company has become renowned.”

DAE, he said, would continue to promote the message of transparency, simplicity and value for money in holiday exchanges and rentals.

The online study was undertaken to provide insights for use in the development of services and benefits to be offered to Interval members. It is also considered useful for resort developers and prospective industry entrants in designing products and developing marketing strategies.

While DAE is a global brand, its franchise operations resulted in an identity that was slightly different in Europe to elsewhere in the world.

“The results of the 2013 profile broadly show that going on holiday remains a high priority for our members. Developers can look forward to welcoming more vacation owners to their resorts,” said Darren Ettridge, Interval’s senior vice president.

DAE, managing director Europe, Oliver Green, said: “Our new look aims to harmonise our company branding, reflecting the truly global reach of DAE. The branding includes a logo with a blue chevron and can feature the tagline: Worldwide Holiday Exchange.

“It is also interesting to note that our members make full use of their leisure time and have a diverse range of future travel plans.”

Meanwhile Dial An Exchange Europe’s website url (www.dialanexchange.com) has been created as a standalone element of the logo.

Francis Taylor

DAE chief executive officer and founder, Francis Taylor, said: “The philosophy behind the new logo – a DAE compass set within a blue chevron - represents our business perfectly.

“The wings indicate the freedom of flight and travel, modelled on the wings of an aeroplane; the compass shape signifies our global reach and diversity in vacation destinations and experiences; and most importantly, the forward direction encompasses our willingness to innovate and always be moving forward as an enterprise.”

DAE open day at Barnsdale Hall

T

he Dial An Exchange (DAE) team took to the road in October and held a members’ event at the popular Rutland-based Barnsdale Hall Hotel, near Oakham.

The exclusive open day provided an opportunity for DAE members and Barnsdale owners to learn how to unlock the full potential of their holiday ownership and see how DAE can work best for them.

Paula Vickers, resort services manager, explained how the new DAE website operates and introduced the company’s new branding.

Interval’s U.K. members spend approximately 28 nights away from home travelling solely for leisure purposes.

Additionally, respondents indicate a penchant to travel across the European continent during the course of the next two years, boding well for future holiday ownership purchases. Further afield, they have a very strong desire to visit the U.S.A., Canada and the Caribbean.

Respondents desiring to purchase additional vacation time remain most interested in the two-bedroom configuration, with more than half (57 per cent) citing a preference for that unit type.

Purchase price, the annual maintenance fee commitment and the luxury of the unit represent the three most influential factors in the decision- making process.

Other notable findings from the 2013 Profile include: • Approximately 82 per cent of Interval’s U.K. members report satisfaction with their timeshare ownership; • Seven out of 10 acquired their timeshare interests from resort project developers and management companies; • An estimated 48 per cent of leisure travel nights are spent travelling across the U.K. and Ireland with the remaining 52 per cent devoted to international travel; • The average length of a leisure holiday outside of the U.K. is estimated to be 8.5 nights; • Almost half of Interval’s U.K. members would be interested in taking a cruise during the next two years; and • U.K. members prefer relatively lessstrenuous activities on holiday with shopping, swimming, sightseeing and spending time in a spa rating highly.

This was followed by a detailed question and answer session and a presentation

by Harry Taylor, TATOC executive chairman, on the TATOC Consumer Helpline.

M r and M rs

Bruce - DA

E

Dial An Exchange managing director, Europe, Oliver Green, said: “We are always looking to keep our members informed and ensure they get the best value possible from their membership. So it’s great to meet our customers face-to-face at events like this and share information and ideas.”

More open days for members are planned for the future.

ISSUE 16 • Winter 2013

19

Exchange news

More ways to holiday Holiday money made easy In its continuing work to make holidaying easier and more stress-free than ever, RCI has now teamed up with CorporatePay to bring its members the RCI Visa Prepaid Currency card.

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CI, the pioneer of exchange holidays, has a tradition of innovation and continues to invest significantly in new products and services to make its members’ holiday experiences better and better.

Points Partner products add value to RCI Points membership, with great deals on hotel accommodation and car hire worldwide; discounts on attraction tickets, sightseeing tours and other activities in over 40 countries. Platinum members also receive a £20 Member Reward for every Points Partner booking they make. RCI Points members can also save and borrow points from preceding and future Use Years to get more holiday experiences.

“Better still, the RCI Visa Prepaid Currency card can also be used as an RCI membership card. In the 12 weeks since its launch, it has proved a hit with members, who have loaded more than £100,000 on to their cards in that short time.”

To find out more about the RCI Prepaid Currency Card, visit www.rcicard.co.uk *Some ATM providers may apply surcharges.

Withdrawing GBP with an RCI GBP Currency Card incurs a £2 transaction fee.

Deposit Credits returned to member accounts if the exchange holiday booked uses less trading power than the value of the original deposit. This means members never waste a single trading power.

Returned Deposit Credits can be used on their own or combined with other credits and deposits allowing members to book an additional exchange holiday.

This facility means members can get two weeks or more for one week of ownership.

“How you deal with carrying your holiday spending money around with you while abroad can be a real headache,” says Gill Jenkins, project manager, RCI product management. “The RCI team wanted to find a safe, convenient and easy way for members to take their money out and about with them while on holiday.”

Among many benefits provided by the card are competitive exchange rates, acceptance at a wide range of ATMs and retail outlets worldwide displaying the Visa Brand Mark, no ATM withdrawal or transaction fees abroad* and Chip and PIN protection with the extra security of a 24-hour ‘lost and stolen’ line.

Among the most popular unique benefits of RCI membership are:

Sean Lowe, managing director of RCI Europe, Middle East, Africa and India, said: “Our unique timeshare exchange programme gives our members the opportunity to maximise the value they get from their timeshare ownership and turn it into a high-quality lifestyle product.

“We are working to make sure RCI membership delivers as much ownership use flexibility as possible, together with the widest range of incredible holiday experiences and choice so that our members get exactly the holiday they want and memories they will treasure.”

Quality Accommodation - more than 45 percent of the 4,000+ RCI-affiliated resorts have achieved RCI Gold Crown, RCI Silver Crown or RCI Hospitality awards, with all resorts rated by members themselves who provide feedback via ‘Welcome Home’ comment cards.

Personalised Member Account Statements give complete transparency as to the value of ownership and how it can be used, highlighting specific offers so members don’t miss out on getting the most out of their timeshare ownership.

Interval adds Thai resorts to portfolio

Absolute Twin Sands Beach Resort

Interval International has added three new Absolute World Group resorts to its portfolio of properties in Thailand.

They include: • Absolute Twin Sands Resort & Spa, a mixed-use resort set on a picturesque headland on the southwest coast of the popular holiday island of Phuket; • Absolute South Beach Resort, another mixed-use development located on Pratumnak Hill in the up-and-coming area of South Pattaya; and • The Beach Samui, an ultraluxury destination resort on one of the most pristine and

undeveloped beaches on the island of Koh Samui.

This trio of resorts joins the three Absolute resorts in Thailand that are already part of Interval’s global exchange network.

“Our latest resorts are located in newly-developed areas, away from throngs of tourists,” said Bryan Lunt, Absolute World Group chairman and CEO. “While each of these eclectic boutique properties has a unique character, they also boast the highest standard amenities that have become our hallmark.”

ISSUE 16 • Winter 2013

AROMA,

A Concept That Evolved Out Of Change

The Club Leisure Group is proud to announce that their latest product, AROMA, will be made available to interested parties in the field of sales.

Already masters in the realm of timeshare and points club products, the Club Leisure Group felt that although timeshare was the best method of pegging holiday costs over the past 30 years, flexibility has become limited, even with the advent of the exchange organisations. It was evident that a new product presence was needed which had all the positive attributes of timeshare but none of the negatives. This led to the formation of AROMA in December 2010.

AROMA falls within the sphere of the timeshare industry but it is not timesharing in the true sense. AROMA members receive certain rights that enable them to holiday in many destinations throughout the world. Members of the club do not acquire individual timeshare weeks but purchase holiday points. Although this may seem very similar to other points schemes, the four distinctive selling points of AROMA ensure that the product practically sells itself: • With AROMA, members enjoy more than one free exchange.

• AROMA is EU compliant.

• All approved marketers have access to credit card facilities and consumer finance.

• AROMA is the ideal exit point for timeshare owners who have grown weary of their timeshare product.

AROMA has a unique facility allowing timeshare owners to trade in their timeshare in 40 Perspective Magazine Europe July-September 2012

the name of the club for points to the value of the week - a useful option as needs change.

For example, a young, newly married couple bought an out-of-season studio week at a cost of possibly £5 000, while a family man acquired a large, three bedroom unit in peak season at a cost of £30 000. Ten years later, the couple now has three children and the other family’s children have all left home.

Ideally, the two families now need to swap weeks with each other.

With AROMA, the family with a studio unit would be allocated points amounting to the current market value of their unit and they could purchase additional points which would be added to their trade-in, enabling them to holiday during school holiday periods. The couple with the three-bedroom unit would have a large number of points, enabling them to take four or five out-of-season holiday weeks. Alternatively, they could cede points to their children or surrender surplus points back to the club.

In February 2011, a new directive in respect of timeshare and long term holiday products came into force around Europe. This directive has been welcomed by AROMA as it finally allows for a level playing field within the industry.

Sales have slowed down considerably as many entities struggle to adapt, however AROMA believes that this legislation is exactly what was needed in the industry and has always been a firm supporter of considerable consumer protection. Thus, AROMA finds itself in a strong position to become the Club of our time. The industry is moving more and more towards the points system and the majority of the sales within the timeshare industry are on a points basis. Club Leisure Group, pioneer of the points system, has shown phenomenal

growth over the last 25 years and introduced many exceptionally well-received products.

The AROMA system is the most flexible holiday option available and allows members to holiday anywhere and anytime, in any size unit.

Each week of holiday accommodation is valued on a points basis - from week 1 to week 52 throughout the year, resort by resort.

The number of points required for each week depends on the time of the year, the quality of the resort and the number of bedrooms per unit. No restriction is placed on the number of points the member may acquire and the member may purchase additional points at any time. The asset made up of holiday accommodation owned by the club represents the total of the members’ points in the club.

Once the member has been allocated points he can book a holiday. AROMA’s policy has been to acquire holiday properties during sought after holiday periods and a high percentage of the points held are in peak periods.

The system can easily be compared with that of a bank, where you deposit money into an account and it continues to grow until you withdraw it, as and when you need to and however much you need.

Each year you are re-credited with the number of points that you have acquired.

The points are held to the credit of the member’s account and can be accumulated for up to three years. At any time the member can make a reservation and his account will be debited with the number of points required for the particular unit in the particular resort of his choice.

For convenience and flexibility, AROMA has no equal in the international market.

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Affiliate news

FAB Timeshare opens Marriott re-sales offices

T

The new offices in Mallorca and Marbella will build the business further and help achieve a solid chain of offices throughout Spain.

With an increasing number of people wanting high-quality apartments that are great value for money, timeshare has shown significant popularity.

“This is really important to us,’ said Anthony Carson, chairman of FAB Timeshare re-sales.

“Without growth, our business would simply not move forward, so we are pleased to be making such amazing progress.”

FAB Timeshare re-sales are timeshare experts, specialising in timeshare re-sales relating to the Marriott Vacation Clubs in Europe.

A major aspect of this comes from the partnership with the Worldwide Timeshare Hypermarket, one of Europe´s largest timeshare re-sales brokers.

ATOC affiliate FAB Timeshare resales is strengthening its business by building up a hard-working, dedicated team of employees and opening two new offices in Marbella and Mallorca.

The benefits of purchasing luxury timeshare are truly endless, says a company spokesman. Not only are you guaranteeing yourself a holiday plan year after year, you are saving on costly inflation rates - two key reasons why luxury timeshare is sought after.

Awards received from the clubs themselves include ‘Best of the Best Marriott Vacation Club Top 50 Sales Professionals Worldwide’.

The company is TATOC affiliated and approved.

“The sheer variation of timeshare they have available is first class and we are happy that our customers have a large selection of timeshares to choose from if they feel the need to change.”

Gold for ‘wildlife friendly’ resort

T

renython Manor, a CLC World resort, took top honours in the coveted Wildlife Friendly Business category at the 2013 annual Cornwall Tourism awards.

Said a delighted Nick Waddington, manager of the historic hotel and lodge resort at Tywardreath, overlooking St Austell Bay: “Last year Trenython was awarded silver and everyone worked really hard to ensure we were a finalist once again. This category is very dear to our hearts, and yes, secretly, we all hoped we had done enough for gold.”

Some 60 winners were announced at a ceremony celebrating the quality and excellence of

WWTH launches online re-sale map

W

orldwide Timeshare Hypermarket (WWTH) has added a new feature to its website - a timeshare re-sale world map.

The new map indicates the resorts where WWTH has re-sale availability across the world.

Clients looking for availability in the Canaries, for example, can see from the map how many resorts are featured across each of the islands.

The new feature has proved to be very popular with over 1,000 ‘ visitors’ in just 24 hours. Each visitor has spent on average of more than three- and-a-halfminutes on the new page.

Roy Forsdick, WWTH commercial director, explains: “The map includes resorts where we have re-sale availability and so isn’t yet a definitive resource of every II or RCI timeshare.

“However, any resorts or owners committees who have re-sale availability and would like to be included are most welcome to contact us.”

To find out more and view the map, visit www.timeshare-hypermarket.com

Cornwall’s best commercial enterprises.

The event, staged by Visit Cornwall, the county’s development and company tourism service, has been operating for 12 years awards - shining a light on businesses “that make it all happen”.

Trenython Manor has a busy wildlife programme in which visiting families can participate.

Among various offers it promotes nature breaks at the resort.

“The trophies represent a tremendous amount of work and are a true reflection of the businesses winning them,” said Malcolm Bell, head of Visit Cornwall.

Trenython Manor resort manager Nick Waddington, with members of his team, receiving the Wildlife Friendly Business award.

ISSUE 16 • Winter 2013

The accreditation process is robust and comprehensive as the association believes it is essential the award is seen as hard-earned and meaningful. The result is a justifiable pride, common to management and staff and a mutual trust and understanding between them.

TATOC accredits five Holiday Club resorts

F

ive Holiday Club Canarias resorts have achieved the prestigious TATOC resort accreditation.

They are Puerto Calma, Vista Amadores, Sol Amadores, Playa Amadores and Jardin Amadores - all located on Gran Canaria.

Launched in 2008, the TATOC resort accreditation programme is an independent award for resorts which meet the gold standard of holiday experience for guests and owners alike. There are now 36 TATOC accredited resorts.

The aim of the programme is to give full recognition to resorts which are truly customer-driven in their approach to timeshare ownership and are willing to commit to all requirements of TATOC’s code of ethics.

The award demonstrates an openness and willingness to involve owners in formulating the fundamental attributes and ethos of the resort, as well as ensuring that all facilities and services are of the highest quality.

Resorts who apply for accreditation undergo an inclusive on-site inspection and audit. If successful, they can use the TATOC accredited resort logo at their resort and in all company advertising, publications and websites.

The TATOC accreditation flag flying from the masthead gives prospective purchasers, as well as exchange visitors and guests, an assurance that, judged from a consumer, rather than an industry, standpoint, the holiday experience provided is one of real value.

The TATOC accreditation team considers aspects such as: • The standard of accommodation and leisure facilities; • The marketing that brought a guest or owner to the resort complex; • The health, fire and safety standards at the resort; • The sales practices at the resort; and • The customer service levels provided by the resort; before, during and after a visit.

Resort news Diamond renovates Spanish resorts

S

everal Diamond resorts in Spain have undergone major improvements and enhancements to the common areas and facilities.

The extensive renovation initiative was the result of a joint decision between management and its committees to focus on general areas of the resort as well as apartment refurbishments.

Resorts that meet the criteria are given a certificate that is valid for three years from the date of the accreditation award.

Calvin Lucock, MD Holiday Club Canarias said: “We are very pleased to have achieved this prestigious accreditation. The recognition will add value and credibility to the resorts and further establish Holiday Club as a market leader.”

Royal Sunset Beach Club bar

Amongst others, Royal Sunset Beach Club, in Tenerife, now boasts a redesigned contemporary reception, restaurant and bar area.

Harry Taylor, TATOC executive chairman, commented: “All the resorts are all established, well-managed resorts with happy owners and guests and we are certain that TATOC resort accreditation will be a beneficial tool to all.”

Sunset Harbour gymnasium

Four Seasons Country Club named as one of Portugal’s best

H

olidaymakers have named the Four Seasons Country Club (FSCC) in the Algarve as one of their favourite hotels in Portugal, according to TripAdvisor, the world’s largest travel website.

The TripAdvisor travellers’ choice awards saw the Quinta do Lago family resort awarded the accolade as one of the top 25 hotels in Portugal and one of the top 25 hotels for service in Portugal.

The prestigious awards follow FSCC being named among the world’s top 25 small hotels/resorts for families by TripAdvisor in 2012. Club general manager, Ian Pugsley, said he was delighted by the additional awards.

Located 20 minutes from the Algarve’s international airport at Faro, the Four Seasons Country Club is nestled within the pine forest and golfing greens of Quinta do Lago, Europe’s most up-market residential and leisure resort. With 96 apartments and townhouses, the club has been offering family holidays in the Algarve for more than 25 years.

The resort introduced new holiday packages catering for golfers and non-golfers: a sports and recreation package featuring tennis, or a seven-night e-bike stay.

Adds Pugsley: “Who could want more than to explore the beautiful Algarve with a bike that has a battery back-up if you get a little tired and, importantly, GPS so you can’t get lost?”

For more information on the Four Seasons Country Club in Quinta do Lago, or on any of the above packages please visit www. fsccqdl.com or contact reservations on +351 289 357 000 or reservations@fsccqdl.com.

Sunset Harbour Club, also in Tenerife, now features a completely refurbished reception area, and a brand new state-ofthe-art gymnasium.

Santa Barbara Golf and Ocean Club, in Tenerife, has inaugurated new common areas in the form of a library and lounge, an outdoor bar and an upgraded outdoor spa relaxation area.

On the mainland of Spain, Los Amigos Beach Club re-designed the reception area and created a state of the art brand new gymnasium. Upgrades have been made to the common area pathways and sport facility areas.

On-going apartment refurbishments will continue as more than 100 apartments will be fully updated and renovated by the end of 2013.

23

LUXURY HOLIDAYS OF A LIFETIME FOR A LIFETIME WHY CHOOSE THE TIMESHARESHOP LTD:

The Timeshareshop is a family run business specialising in all aspects of timeshare ownership. We have a 25 year history of providing an efficient and reliable service for all our clients.

Whether you are thinking of buying, selling, renting or exchanging your timeshare we offer friendly and honest advice.

- Buying Timeshare - Guaranteed competitive prices when buying your timeshare We have an extremely competitively priced portfolio of timeshares for sale worldwide and are confident of meeting your needs.

Secure and flexible payment terms available on all slaes.

- Selling Timeshare - Free registration, valuation and advice for sellers We will register your timeshare free of charge and give an honest and realistic valuation of your expected return both in terms of price and timescales.

Our experienced consultants are available on FREEPHONE 0800 542 4466.

- Renting Timeshare - Rental portfolio now available at affordable prices Why not rent your timeshare? Rental timeshare popularity is on the increase. We can rent your unused timeshares and save you unnecessary management fees.

The Timeshareshop Ltd is recommended by the Timeshare Consumers Association.

- Exchanging & Upgrading for Timeshare Are you are finding that you cannot use your existing timeshare or timeshare points? Too far to travel? Too inconvenient?

Management fees too costly? Why not part exchange your week(s) or points for lower management fees with a resort more accessible you and your family.

As silver affiliates of TATOC, The Timeshareshop Ltd will adhere to the code of conduct issued in 2011. All companies wishing to affiliate to the Timeshare Association are thoroughly vetted beforehand and continually monitored. Further details of the code of conduct can be found on the Associations website: www.timeshareassociation.org

- Tailored options to meet your needs - Points packages with massive savings - No cold call promise - Service Quality Assurance Guaranteed

Sales ] 0161 794 5241 Admin ] 0161 794 5240 F ] 0161 794 5242 E ] info@timeshareshopresales.com W ] www.timeshareshopresales.com A ] 109 Chorley Road | Swinton Manchester | M27 4AA

Europe – Asia & Far East – Africa & Middle East – US & Canada – Caribbean & Bahamas – UK & Eire

ISSUE 16 • Winter 2013

Diamond member delivers new narrow boats

by Mark Harris, non-executive DRI club board member

I

was on holiday in Menorca at the beautiful White Sands Beach Club when I got the phone call to inform me that two new Diamond Resorts narrow boats were ready for delivery. Would I be interested in delivering one of them?

Obviously it did not take me long to make up my mind – absolutely yes! But who could I find to help me deliver the new boat?

Fortunately another committee member, Janet Hart, was staying in Menorca with her husband Mike and they jumped at the chance - as did my younger daughter.

I have to admit I was a little concerned when I realised that we had to cover a distance of 90 miles, travelling through 61 locks and six tunnels on several different canal systems.

The boat had been built at Alvechurch Marina, south of Birmingham, but it was to be based at Anderton Marina, near Chester. A journey of about six days.

On Friday May 31, we met up with the crew of the second boat, headed up by TATOC executive chairman Harry Taylor. We were shown DVDs about narrow boat safety and general information about navigating canals.

We were then shown around the new narrow boats, named Corfe Castle and Bodiam Castle, and instructed how to operate them.

After a short lesson on controlling the boats and river/canal etiquette we set off midafternoon on the Worcester and Birmingham canal at the start of our adventure.

Fortunately Mike Hart had some experience of steering a narrow boat and he took charge initially, although it was not long before we were taking it in turn.

One of the first obstacles we met after a few miles was the Wast Hill Tunnel. This is 2,726 yards long and just wide enough for two boats to pass.

It was not long before it was pitch black

and it took nearly an hour to get through the tunnel, with one headlight lighting the way.

I was glad when I could see the light at the end of the tunnel!

Once again in the fresh air we sailed into the centre of Birmingham on the Birmingham Canal and headed on to the Staffordshire and Worcestershire Canal and moored up for the night.

We had brought quite a few provisions with us so we prepared a meal in the wellappointed kitchen. We had not covered as much distance as we had hoped so decided that we would make an early start the next morning.

After tea, bacon sandwiches and warm showers we set off. As we made our way out of the city, passing under a number of picturesque bridges we came across our first three locks, which we navigated successfully.

We then set off along the canals going through another nine locks, topping up our water stocks when we found a water point.

We spent one night part way down a flight of locks where there were moorings and visited a farm shop. The next evening was spent near Aqueduct Marina. Unfortunately, the following morning there was no gas so we contacted the marina who sent out an engineer to find the fault.

The problem was easily resolved and we made our way to the Trent and Mersey Canal and finally reached our destination at Anderton Marina.

We delivered the £125,000 narrow boat to the marina next afternoon with a detailed list of items which needed looking at. It was due to be taken out by guests the following week.

Each narrow boat is 66 feet in length with two bedrooms, two bathrooms and a kitchen/diner, which could be converted into another double bedroom.

We knew we had a bigger challenge to come with the flight of 21 locks that took us from the Staffordshire and Worcestershire canal at Aldersley Junction to the Shropshire Union canal at Autherley Junction.

The next day dawned bright, warm and clear – one of the best weeks of the year so far. The TATOC-crewed boat went ahead but we took a more leisurely pace making the most of the weather and enjoying our meals.

Each morning began with the same routine of tea and hot showers powered by the engine.

We were sad to say good-bye to our mobile floating apartment and enjoyed our trip so much so that we have already booked a narrow boat holiday in 2014 from Gayton Marina.

I would recommend the experience to any of our members. It is no surprise that it is so popular when it is such an enjoyable and relatively inexpensive experience.

Our thanks to Mike and Janet Hart and Sarah for their assistance. Barbara and I would not have managed the journey without them.

25

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SHARETIME

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ISSUE 16 • Winter 2013

Timeshare worldwide: What does the future hold?

The future is bright for South African timeshare

Sharetime asked two leading timeshare professionals for their assessment of the industry in their marketplace.

The Australian industry is shining – and the best is yet to come says Francis Taylor, from Dial An Exchange.

The timeshare industry in Australia is extremely healthy and out-performing comparable tourism accommodation products. The industry provides a platform for future growth that is exciting by any measurable standard.

These are principal conclusions of a recent Australian Timeshare and Holiday Ownership Council (ATHOC) study: Key findings include: • Over 70 per cent of Australian timeshare owners had a holiday at a timeshare resort in their own country in 2012 - some 17 per cent more than in 2009.

• In comparison, domestic overnight and international visits to Australia increased by approximately half that of the timeshare industry (nine per cent) between 2008- 09 and 2011-12 • Room occupancy at timeshare resorts is 90.4 per cent which is considerably higher than the 70.9 per cent rate across all hotels and resorts.

• A total of $211.6 million was spent by guests/owners using timeshare in Australia in 2012, with an average expenditure of $1,954 per travel party per trip. This represented an increase in total guest/ owner expenditure of 11 per cent compared to 2009.

• In comparison, total tourist expenditure in Australia increased by just one per cent, from $94.4 billion to $95.4 billion.

Timeshare owner satisfaction is high, with approximately three-quarters of owners surveyed indicating they were either very satisfied or satisfied with their timeshare purchase.

Given an ageing population of traditional timeshare owners, ATHOC says this as an indication that older owners can see enough value in their asset to pass its use over to their children and grandchildren.

Another factor in growing owner satisfaction, says ATHOC, could be the change from the traditional fixed-week, single-resort ownership model, to a flexible-use points system. This has made holiday ownership more attractive to a younger, more mobile generation.

• 77 per cent of owners believe their ownership has already saved them money and will do so in the future.

• 74 per cent indicated their ownership has positively affected their quality of life.

• Over 75 per cent indicated they were satisfied with their timeshare exchange.

• 90 per cent indicated they were satisfied with their most recent timeshare resort visit.

• 75 per cent were satisfied with their timeshare purchase.

Overall, the direct contribution of the timeshare industry in 2012 included approximately $271.3 million in purchases of timeshares; $110.8 million of spending on maintenance fees; $22.7 million spending on exchange services; and $211.6 million of spending by timeshare owners and guests while on holiday, yielding total direct spending, or output of approximately $616.5 million.

Surprisingly, and given the opportunities available to them, only around 12 per cent of timeshare owners used their timeshare to book non-resort related services and/or activities in 2012.

Just over half (55 per cent) of timeshare owners’ most recent holiday, short break or trip away for leisure in Australia was at their home timeshare resort.

I believe this is where the greatest potential lies for Australian timeshare industry. The most successful resorts are those who are adding value by partnering with providers of additional travel and leisure products such as exchange, discounted rentals, tours, cruising and travel services

The South African timeshare market is thriving, according to a study completed by Grant Thornton on behalf of the Vacation Ownership Association of Southern Africa (VOASA) in 2012, The study consulted 12,410 existing timeshare owners and 99 timeshare resorts located around the country.

With occupancies of over 80 per cent at resorts, says the report, it is clear that vacation ownership is viewed as a major player in the South African domestic tourism market, especially for families.

“The period under review was characterised by economic hardship for many around the world,“ said Bernadine Galliver, senior consultant at Grant Thornton.

“Families opted for holidays that offer the best value for money. Non vacation ownership accommodation can become very expensive for families especially at times when discretionary spending is low,” she added.

The survey identified some important industry statistics. It takes 3.8 years on average to sell out a resort and 40 per cent of resorts sell out within a year. New developments are also very encouraging.

“At least 30 new resorts are either being developed or have been completed in the last ten years at an average of five resorts per developer,” says Galliver. ”We are seeing a trend towards mixed-use developments which incorporate hotels and vacation ownership, “says Melanie Hatjigiannakis, VOASA’s general manager There are currently at least 741,775 owners of timeshare products, split between club members (400,480) and resort weeks (341,295).

“The study has shown there are low levels of understanding of how the industry works but, encouragingly, people have heard positive things about shared vacation ownership from their friends and family who own timeshare products,” says Melanie.

Another positive contribution for the economy is the fact that the shared vacation ownership industry permanently employs around 26,000 people.

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ISSUE 16 • Winter 2013

Why I love my timeshare: Special holidays for special

by Geoff Chapman, TATOC director I have been a happy timeshare owner for 35 years and in that time many people have asked me what it is about timeshare that makes it work so well for my wife and I. I find the answer is best delivered slowly, and over a cold lager or a jug of sangria. Make it a steak and I’ll talk forever.

Over the years we have enjoyed many types of holiday from caravans to Caribbean cruises but without any doubt whatsoever the family holidays we have taken with timeshare have been the very best holidays of all.

In the 30 years I have enjoyed ownership of fixed and floating weeks, points, and membership of all three major timeshare exchange companies, and we have been away as many as six times in a year.

But am I just a blinkered timeshare fanatic?

Not at all!

We had a lovely holiday with friends in a beautiful lodge at a non-timeshare resort in

Geoff and wife Sandra

Wales this summer, but it cost me £1,200 for the week.

I couldn’t stop thinking that for this money I could easily have had two or three similar holidays with timeshare in accommodation at least as good or better - and at a resort that was less ‘commercial’.

A few years ago my wife Sandra and I celebrated a special occasion by treating ourselves to a hotel in Majorca with a balcony literally hanging over the beach.

A superb hotel and location, but we had only the hotel room (en suite of course) but where was the space we love to have? Where was the lounge for when I get up early in the morning, and where was the kitchen so we could have a private breakfast on our balcony in the morning?

We had a great time but we both agreed - ‘let’s book another timeshare holiday when we get back’.

My experience of timeshare is one of high quality accommodation in high quality resorts, with huge choice and flexibility.

Surprising new experiences Our private pool at Villa Rafaella

Ivan and Elizabeth Gould from Yeovil, in Somerset, share their experiences of timeshare exchange – with some surprising results.

Exchange has played a big part in the Goulds getting the most out of their timeshare, helping them to visit 33 countries in 30 years of RCI weeks membership.

In October this year, Ivan and Elizabeth exchanged their week for a sunshine break at a James Villa property in Cyprus - a unique benefit of RCI membership.

Villa Rafaella - home for the Goulds in Cyprus

Villa Rafaella - home for the Goulds in Cyprus

Said Ivan: “This was our fourth time in Cyprus, but our first stay at a James Villa.

Highlights of our stay were its peaceful setting amid a plantation of citrus and banana trees and the location - about 15 kilometres from Paphos and two kilometres from the beach.”

“The villa was much larger than we needed for just the two of us, but it was nice to have all that space. It had first-class facilities, great

Next year my two grandchildren have their 18th and 21st birthdays, and Sandra and I have a special anniversary. We have decided to combine our celebrations of all these occasions by taking a special holiday together.

And when it comes to celebrating these special occasions with a really special holiday there is absolutely no competition. The unanimous vote was ‘let’s book another timeshare holiday’.

The request is in to our exchange company and we’re keeping a keen eye on the e-mails.

Timeshare has provided my family with excellent holidays and experiences for more than 30 years and over three generations – and still continues to do so.

We’ve tried many other options and we keep coming back. They’re exceptional holidays for any occasion – but especially for those special ones.

So, if you want to know more about what’s great about timeshare let me know. Get a bottle of wine and, if you want the whole story, some nicely aged rib-eye. If you’re not impressed, I’ll pick up the tab.

quality furniture and décor, with its own swimming pool. It was very clean, wellmaintained and represented great value.

“We really enjoyed our time there and appreciated the quality of the accommodation - we’ d definitely stay in a James Villa again.”

James Villa Holidays are currently available to RCI members as cash holidays at exclusive discounted prices. In 2014, look out for selected James Villa Holidays to be made available using RCI Exchange.

To make a booking call 01622 655922 between 10.00 and 16.30, Monday to Friday.

To view the more than 4,000 resorts around the world available to RCI members visit RCI’s online Resort Directory at www.RCI.com.

Elizabeth and Ivan Gould

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The timeshare owners’ committee - by Aunty Betty In this issue of Sharetime, Aunty Betty considers the role of the timeshare owners’ committee. And it is not all ‘bah humbug’.

“

I knew it, I just knew it. As soon as my back was turned what did he go and do? I’m at my wits end, how could he? I can tell you how it will end – mayhem.”

Well, dear reader, that was my neighbour Beryl at full blast the other day, having a tantrum on my doorstep. She has always been a little, shall we say, sensitive.

I tempted her inside with a cup of tea and a mince pie and got ready to hear all Beryl’s gossip, wondering what had happened to cause the outburst. Well you would, wouldn’t you?

After a few false starts she eventually blurted out, wringing her hands and her lace hankie at the same time: ”He’s only gone and joined the committee and put his name up for chairman.” Then she grabbed two mince pies and started to eat both at a rate of knots.

Well, I was a little disappointed. There I was, poised to be sympathetic, waiting for the details of a juicy scandal and all I got was he had joined the committee.

Golf club? Tennis club? Bowls club? I ventured.

“No, our timeshare resort’s committee,” Beryl managed to spit out as she explained her concerns.

Beryl was worried about the amount of time it would take up, the constant calls from fellow owners and important resort management decisions that had to be made.

It was clear she really didn’t understand exactly what was involved and to be truthful not many owners do. All we want is our holiday. We may scan the AGM papers, and even take a look at the accounts - but how many of us are really interested?

Well, we all should be!

Nearly all resorts have a committee comprising representatives of both the developer and the members. These people do not get paid for their services, but on their heads falls the responsibility of running the resort.

Of course, most resorts have a management company which deals with reception, maintenance, housekeeping and so on.

But who monitors them? Who looks at the finances, makes decisions about refurbishment, implements legislative changes, works with the developer if present and decides the future of the resort so all owners can continue to enjoy their holidays?

And who has to deal with the questions from members regarding additional sunbeds, not enough hooks in the kitchen, changes to the bedding?

The answer is the committee, made up of owners just like ourselves who have put themselves forward to make the resort a place where we all want to holiday.

Committee members meet a few times a year.

If they are fortunate to have a good developer, a solid management company, a pro-active trustee, good professional indemnity insurance and are members of TATOC, then there is a team of experienced professionals available to advise, support and help.

But even with this ‘dream team’, today’s committee members have to face a number of challenges. Many resorts are facing dwindling ownership numbers, reduced maintenance fee income and low occupancy rates.

Some are struggling to decide on the future for their resort and this is a real pressure on the committee.

story for another day. It is enough to say that serving on a committee is never easy because there is always a leader and followers and together they have to work democratically.

So before you write that complaint to your committee chairman - just think carefully.

Put yourself in his or her shoes and consider if it is a justified complaint. Rather than just focus on the problem, why not suggest a constructive solution that works for all owners? Or why not join the committee yourself?

And to committees - Aunty Betty asks you to listen to your members. They may have some great ideas and a new approach to a problem.

Encourage new committee membership rather than electing the same owners time and again.

Above all - communicate with them. Engage your fellow owners and keep them informed of your decisions.

After Beryl had eaten six of my mince pies and I had explained things to her, she departed with the words: “I hope he does become the chairman. Just wait until I tell Deidre.”

Sometimes I think I explain things too well.

Well I am off to make some more mince pies. It is, after all, the season of good will to all men - and especially our hardworking committees who make our holidays possible every year.

We thank you for your hard work and commitment.

Merry Christmas to you all and a happy, healthy 2014.

Sadly, there are committees that do not function as well as others – but that is a

British tourism back on track Best-ever year for inbound tourist spend.

A

ccording to figures released by the Office for National Statistics, the amount spent so far in 2013 remains at record levels, some 11 per cent above the first eight months of 2012.

Between January and August 2013 overseas visitors spent £13.7 billion in the U.K. Over the last 12 months expenditure reached a new milestone of £20 billion.

It is not just tourist spend breaking records.

The numbers of tourists visiting the U.K. also broke records in 2013, with more inbound holiday visits in August (up 19 per cent) than in any previous month.

their highest-ever figure for a single month. Visits were 13 per cent up over the first eight months of the year - another record.

The first eight months of 2013 saw seven per cent more holiday visits to the U.K. - more than in the same period of any previous year.

Sandie Dawe, chief executive of VisitBritain said: “More people than ever from around the world are choosing to holiday in Britain.

This all adds up to a new milestone of spend over a 12 month period of £20 billion, which proves the massive contribution inbound tourism makes to the U.K. economy.”

World markets outside Europe or North America continued to break records, with visits to the U.K. up 28 per cent in August,

ISSUE 16 • Winter 2013

world. The study is conducted twice a year, and the results are analysed independently by research firm Edelman Berland.

The key findings of TripBarometer provide a unique insight into the current state of travel trends in the U.K. and around the world: •

Less is more: Brits ring-fence holiday budgets A third of U.K. travellers expect to increase their travel budgets in 2014, despite lingering consumer pessimism about the economic recovery.

So says TripAdvisor presenting results of the world’s largest accommodation and traveller survey – the TripBarometer by TripAdvisor.

The survey spotlights the leading travel and hospitality industry trends, according to more than 19,000 travellers and 10,000 accommodation owners around the Its Simple, Buy, business Sell, Rent advert 210x148.5mm

• •

•

One-third of U.K. travellers expect to increase their 2014 holiday budgets depute worries over the economy; U.K. travellers’ holidays are becoming shorter but more frequent, as one in five cut back on longer holiday breaks; Two thirds of U.K. hoteliers are optimistic about their profitability in 2014, and more than half plan to increase room rates – yet they expect the economy will still have a negative impact on business; and British travellers are also making cutbacks in their daily lives to protect their holiday budgets: more than half are cutting nights out, a fifth are cutting back on charity donations, and one in twelve (eight per cent) are even cutting back on childcare costs.

“British holidaymakers are determined to protect their travel budgets, even if that means making sacrifices elsewhere in their daily lives,” commented James Kay, of TripAdvisor v4(O).pdf 1 spokesperson.

10/12/2012 16:29

The survey also shows that there is good news globally, with a growing middle class in emerging markets in Asia and South America set to boost travel spending around the world.”

Other findings are: •

• • • • • • •

One in five British people (20 per cent) will take more, shorter holidays in 2014, while conversely around one in five (18 per cent) expect to take fewer longer holidays; Some 88 per cent of all global travellers say it’s worth making sacrifices to make memories; U.K. consumers are most likely to sacrifice nights out in order to save for a holiday; More than one in five (21 per cent) of U.K. travellers are even willing to cut back on charity donations for a holiday; For some, holidays even take priority over child-related commitments; Eight per cent of U.K. travellers cut back on child care costs for holiday; Eight per cent of U.K. travellers cut back on child-related extracurricular activities; and Six per cent of U.K. travellers cut back on children’s education spending.

31

“

It was refreshing to be at a conference where timeshare owners made up half the attendee list and where resort managers and committee members were invited to participate in panel sessions.

”

Francis Taylor, CEO Dial And Exchange

“

The 2013 TATOC conference really made a difference: the venue, the speakers, the interaction, the networking and above all the buzz among the delegates were the key characteristics of a great weekend.

I left with a stronger belief about the bright future and prospect of the shared ownership industry.

”

Dimitris Manikis, VP business development, RCI

TATOC Conference 2014 Date:

March 7 – 9

Place:

Park Royal Hotel, Stretton, near Warrington

A unique networking event where timeshare owners and industry professionals meet to discuss the issues and share solutions.

Open to all timeshare owners, resorts and the legitimate industry.

Delegate places include: • All conference sessions • Two nights’ accommodation • Friday night reception • Saturday gala evening • All meals

Special event: FREE Perpetuity Seminar Date: March 7 from 10am Come and join TATOC and the RDO at a free information seminar addressing the issues of perpetuity contracts and ageing owner bases. Open to all resorts.

For more information and to book your places visit the TATOC Conference 2014 Info Hub at www.tatoc.co.uk