ISSUE 11 • Autumn 2012
Green and prosperous
Langdale
Why I joined the committee Timeshare Appreciation Day launched
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SHARETIME
Welcome from Harry Taylor TATOC executive chairman
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t’s been a summer of countrywide celebration, but there has certainly been nothing to celebrate about the weather. In the timeshare world occupancy has been good and many holidays have been taken with few complaints reaching TATOC.
In spring 2011 an industry/TATOC-working group, the panel of experts, was formed. Its remit was to look into the problems surrounding exit routes and to provide owners with realistic ways in which to sell or relinquish their ownership within a reasonable period of time, commensurate with the positive outcome for the long-term future of the industry and consumer satisfaction. This panel was chaired by TATOC.
The calls received by the helpline continue to cause concern with rogue companies calling timeshare owners with offers to sell or buy back their weeks or points.
The working group’s objectives were twofold: First, to produce an industry wide analysis of and recommendations on exit routes for timeshare owners and to indicate to such owners the realistic means available to them of selling or relinquishing their ownership within a reasonable period of time.
Mark, our helpline manager, reminds and advises people what to do when called, but still they thrive. If you are on the receiving end of such a call please take care and call the helpline for assistance if pressured.
Secondly, to encourage a new, younger ownership and to educate owners as to the opportunities available to them for continued and creative use of their ownership before making the decision to leave.
In past editions of Sharetime I have referred to timeshare owners who for various reasons want to cease using their weeks or points only to find they just cannot walk away.
It soon became obvious that there was not a ‘one size fits all’ solution. Some club constitutions did not allow members to exit and would need changes to allow it to happen.
TATOC recognises the need to formulate a solution that would allow people with timeshare to relinquish membership in a way that would not financially harm other members. To this end TATOC invited industry members to discuss how an exit policy could be achieved.
It’s worth remembering that the members agreed the constitutions when the club was formed and can only be changed by the members. The panel did come back with various commendations but in the end it was a case of companies each doing what best suited their
own clubs and organisations. RDO members are now actively working with owners on offers and ways of making exit easier. TATOC will be working closely with affiliated industry organisations and with club committees who do not have a developer and require advice on the how to bring in new owners. We recognise that the industry and consumers need an effective strategy for two very different reasons. First, to help current consumers who purchased some time ago and now wish an exit route; and, secondly, for potential new owners as a positive marketing factor to dispel concerns about perpetuity. There is also a need for the industry and owners to combat the serious and growing problem of companies who prey on timeshare owners with scam legal ‘advice’ or take-over schemes that harm consumers and damage the reputation of the reputable industry. We believe that today’s generation has a very different lifestyle, a more instant, short term, disposable view of purchases, and different ways of finding and buying their holidays. Do we make adequate use of new technologies and the internet and understand the way new consumers purchase their holiday products, timeshare or evolutionary equivalents? We must embrace this technology and grasp the opportunity. This project will continue but we must achieve a workable solution for all parties.
TATOC supports Aviation Foundation
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ATOC has signed the Aviation Foundation pledge on behalf of members and affiliates.
The Aviation Foundation is a non-profit organisation unaffiliated to any political party established by some of the U.K.’s leading names in aviation. It was established to promote the vital economic and social impact of aviation to the U.K. and to celebrate the best about air travel. TATOC executive chairman Harry Taylor, explaining his decision, said: “ We realise that a successful aviation industry is vital to our industry both here in the U.K. and abroad so we thought it was important that we gave our support.” The pledge has been created now as the government is currently conducting a review of U.K. aviation policy. The Foundation wants to ensure that its findings support a successful aviation sector and enables the U.K. to continue as a successful island nation.
The pledge has already been signed by a wide variety of businesses, charities, national institutions, politicians and individual supporters up and down the country. It doesn’t seek support for specific policy recommendations but to demonstrate backing for a service that is used and valued. Key statistics about the UK aviation industry: • More than 200 million passengers pass through U.K. airports each year; • There are over 750,000 scheduled flights each year in and out of the U.K.; • In 2010, around 10 million visits to see friends or relatives abroad were made by air; • The U.K. is connected to 400 airports in 114 countries; • A total of 2.5 billion passengers and approximately 50 million tonnes of freight are flown worldwide annually; • The aviation sector contributes over £50 billion a year to the U.K. economy;
• Far from being under-taxed, the aviation sector raises almost £9 billion in tax and duty each year; • 22 million international tourists visit the U.K. by air each year, generating around £14 billion of annual expenditure across the economy; • U.K. residents make 43.2 million visits abroad by air including 5.2 million business visits; • The number of low to middle income families enjoying air travel rose by 50 per cent to 8.7 million between 1996 and 2009; and • Foreign Office ministers made 183 overseas trips in 2011 “We need supporters to champion the importance of aviation in their lives,” said Mr. Taylor. “If your business, family or friends rely on aviation for their livelihood or pleasure why not sign the pledge as well?” For more information visit: www.aviation-foundation.org/pledge
ISSUE 11 • Autumn 2012
The Timeshare Directive: Is it working yet? Helpline report by manager Mark Caldicott
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here has been much discussion about whether the new timeshare directive implemented 18 months ago has made an impact on consumers. In the summer issue of Sharetime magazine Diamond Resorts Susan Crook looked at the directive in more detail and its impact, if any, from an industry viewpoint. She concluded that the demands of the directive were already being implemented by the legitimate industry so there was no negative impact on these leading organisations. However, as the adage says, the proof of the pudding is in the eating, and the best way to determine if the directive has had an impact on consumers is to look at the statistics generated from the telephone calls and emails from timeshare owners. Has the directive had an impact on the scammers? Is the industry finally cleaning up its act and kicking out the companies that give it such a poor public reputation? Or have the scammers just found new outlets for activities not covered by the directive?
Cold calling re-sale companies: Since the implementation of the new timeshare directive on February 23, 2011, the TATOC helpline has seen a reduction in numbers of both enquiries and complaints relating to cold calling re-sale companies. However, the problems from these types of business still continue. A year-on-year comparison of helpline statistics for June, July and August in 2011 and 2012 show enquiries and complaints have fallen 387 to 333 (a decrease of just 13 per cent).
Bogus legal firms:
Using the same date range (June, July and August), complaints and enquiries have increased from 80 in 2011 to 103 over a threemonth period – an increase of 29 per cent.
‘Take-over’ companies: Unfortunately, the number of calls relating to companies offering to ‘take over’ owners’ timeshare weeks or points has also increased. These companies ask owners for upfront payments to take over the ownership of their weeks or points either on the phone or by attending a local meeting.
It is clear that numbers are falling where the helpline traditionally received large numbers of complaints and enquiries.
These are two things that timeshare owners must never do and TATOC has warned about previously.
However, when there is so much money to be made from owners who are looking to sell or divest of their timeshare, the scammers have simply moved to the areas not covered by the directive.
The companies concerned telephone owners and ask for fees from £495 to take over the ownership of unwanted weeks or points. Sounds too good to be true? Of course it is.
Unfortunately, where there is desperation it is easy for the scammers to operate and profit.
But our helpline statistics show that many owners fall for the scam, make the payment and believe they have passed their ownership on. If only it was that simple. The result is, of course, they lose their money and the ownership is never transferred so they are still legally responsible for it. Comparing the three summer months year on year, enquiries and complaints have increased from 83 in 2011 to 103 in 2012, an increase of 24 per cent. Due to recent enhancements to the helpline’s Merlin software programme, the team has highlighted a number of interesting areas we can analyse. One such area is the amount of money that has been reported to us as being lost to scam companies and unscrupulous operations. In August 2012 alone the helpline team sent information to 48 consumers to assist them in claiming their money back under section 75 of the 1974 Consumer Credit Act. (For more details of the CCA see the TATOC website).
One of the results of the directive has been the increase in cold calls from bogus legal companies.
From these consumers, £113,000 had been taken fraudulently from the following activities:
These businesses telephone owners and offer their services to recover money that owners believe they have lost through unscrupulous deals with marketing and re-sale companies and on holiday products such as packs, discount travel membership clubs, cash-back schemes and reclaim certificates.
Cold calling bonus week offers:
The directive does not cover the activities of these companies and the results confirm the rise in this form of business operation.
So has the directive done its job? Well the helpline statistics show the answer is yes – and no.
Cold calling re-sale specific companies: £71,000 £4,400
Sales and marketing non-timeshare: £14,100 Bogus legal firms:
£8,400
Take-over offers:
£15,000
These figures are startling and clearly show that owners continue to fall prey to cold calling telephone calls offering them a quick solution to their problems. We will report on them regularly in future issues of Sharetime.
TATOC helpline here to help
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ver the past few months, the TATOC helpline team has helped numerous callers. Here is some feedback from timeshare owners that Mark and Francis have been able to help. 1. Alexander Wright - Thank you for your swift response and further good advice. I shall certainly proceed with caution. 2. Safaa Al Essa - Thank you very much for these useful information. I really appreciate your time and efforts. 3. John Fry - Thanks for your prompt reply and for the information that you have forwarded to me. You have been most helpful. 4. Tony Hill - Thank you for your speedy reply and advice. Well done, much appreciated. 5. George and Sandra Smith - I have good news. This morning when the post came in we found the money has come back from our bank for our timeshare problem. We received a cheque for £2,463.45. We have had a lot of correspondence with our bank about the problems but it has all turned out very well. I will not do anything again but follow the information you passed on to us. Once again: thank you very much for your help.
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ISSUE 11 • Autumn 2012
Resort round up It has been a busy year for our resort members with the completion of refurbishment programmes and improvements to facilities. Sharetime caught up with them for the lastest news. Club Las Calas
Says Calvin Lucock, Holiday Club Canarias managing director: “After listening to numerous requests from members and doing an indepth study of the resort, we immediately put together this ambitious plan.
The team at Lanzarote-based Club Las Calas is committed to improving on-site facilities at the gold crown resort. This year is no different and refurbishment plans are still underway. June 30 this year saw the official opening of Skyline, a modern, London-themed bar/ restaurant in the heart of Las Calas 2. Following the major refurbishment in 2011 of the restaurant at Las Calas 3 into a fine dining restaurant, 361, the team has invested 150,000 euros into the updated food and beverage outlet. Skyline will become the hub for entertainment and televised sporting events. Guests of honour at the grand opening included TATOC’s Harry Taylor, Dimitris Manikis, RCI; Robin Mills, Aroma; and committee chairman Adam Johnson. Committee member Mike West and retired long-time committee member Michael Campbell-Ricketts also attended. Club Las Calas is managed by Resort Solutions and was the first resort to achieve TATOC accreditation status. Said Linda Freer, Resort Solutions managing director: “Today’s timeshare owners expect to experience the same luxury they brought into 25 or 30 years ago and it is essential that resorts budget for major refurbishments to ensure that they are delivering on expectations.”
To complete the new image, the resort’s name is also set to change. It has been proposed that later this year the resort’s name will change to Club Los Pinares. There has been significant interest in rentals at the resort and bookings are available through Resort Solutions (www.resort-solutions.co.uk)
“The results are incredible and even surpass our expectations. The speed at which we completed the works is unique in the Canaries. We look forward to enjoying – together with our members – this fabulous resort.” The total investment for this project amounted to approximately 3.5 million euros. This was financed partly by the owners and partly by Holiday Club Resorts.
Holiday Club Puerto Calma Holiday Club Puerto Calma, in Gran Canaria, has completed its refurbishment programme. All 109 apartments have been re-designed to be both aesthetically pleasing as well as functional. They are fitted and furnished to high standards, including fully equipped kitchens, air-conditioning and exterior ‘chill-out’ areas. Additionally, all common areas have been completely renovated. The works were originally to be carried out over two years: phase 1 from May to October 2012, and phase 2 from May to October 2013. But the developer, Holiday Club, decided to combine both phases and to upgrade the common areas. The resort welcomed its first guests in July, this year.
Club Algaida TATOC member resort Club Algaida, on Spain’s Costa del Sol, has completed the first phase of refurbishment. The programme, overseen by the committee and management company Resort Solutions, includes the installation of top-of-the-range, fully integrated kitchens. Bedroom and living areas have been fully refurbished with a contemporary style that complements the apartments’ sea views.
Prior to starting the refurbishment, a thorough study was carried out over a period of five months. Five different construction teams were employed simultaneously. Co-ordination of all the different workforces was challenging, but due to excellent planning it made the transformation of the resort in record time Common areas have been improved: the pool area is completely new and equipped with a relaxing spa-area including a variety of special water jets. The gardens and pool-bar have also been upgraded. A large new solarium enables guests to relax while enjoying the sun and sea views.
Adds Lucock: “During the entire refurbishment process, members were exceptionally supportive. We are very appreciative of this, as it was not easy for them. Many guests had to be relocated to our other resorts during their holidays. “This venture adds value to our members’ investments and brings the resort to high Holiday Club standards.”
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TATOC affiliate news New lakes resort for Resort Solutions Leading management company Resort Solutions, a TATOC silver affiliate, has added the Lakelands Owners Club to its portfolio. The Lakelands club is a prestigious development that comprises 16 timeshare apartments overlooking Ambleside in the heart of the U.K. Lake District. Designed to a high standard and affiliated to Interval International, the resort has a range of indoor leisure facilities. Its central location makes it an ideal base for touring. More information can be found at the resort’s website, www.the-lakelands.com. Resort Solutions now manages 15 resorts across mainland Spain, the Canary Islands, Portugal, France and the U.K. The team specialises in providing unbranded, professional management services to resorts of all sizes and ages.
Dial an Exchange opens Italian office In a move to better service the European market, Dial An Exchange has opened an office in Verona, Italy. The new office will be managed by Maria Cristina Tosi and Renata Patara, experienced timeshare professionals who worked in business development roles with RCI before setting up their own company, Top Vacation Club, in Italy. They join DAE with a wealth of knowledge about the unique requirements of the industry throughout Europe.
“My focus is clearly on establishing a top-class team, delivering our promise to provide the industry’s best customer service,” said Cristina. “Renata will be dedicated to recruiting new resort partners and members across the country” The opening of the office in Italy expands DAE’s reach across Europe and reinforces plans to expand in the global market. The aim is to increase inventory in Italy significantly, allowing access to the country’s many holiday opportunities.
RCI continues to grow RCI added 76 affiliated properties to its global exchange network in the first six months of 2012. More than 30 properties were added in the second quarter. “We have had a strong first half of the year, adding many great new properties to our portfolio of more than 4,000 quality affiliated resorts around the world through some key affiliations,” said Gordon Gurnik, president, RCI. “The addition of these resorts will bolster the expansive selection of vacation experiences we offer our 3.7 million members.” The new properties joining RCI’s network include: Glacier Village at Meadow Lake, in Montana, situated minutes from key attractions including Big Mountain at Whitefish, Glacier National Park and Flathead Lake. Also new are Culloden Bay Vacation Club, at Footprints Nature Reserve, which sits on a 62-acre nature preserve in Culloden, Trinidad and Tobago; and the beautiful Residence at Grand Luxxe and Grand Luxxe Spa Tower. in Mexico, which were added to RCI’s luxury exchange programme The Registry Collection. Several new properties were added from existing affiliations, including Bluegreen’s The Studio Homes at Ellis Square, which offers members a vacation option in the heart of Savannah, Georgia.
Silverpoint launches new product benefit
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ilverpoint Vacation Club has launched a pre-paid ‘debit’ card.
The Timeshare Channel becomes TATOC affiliate
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he Timeshare Channel (TSC) has become a TATOC silver affiliate.
Lee Woodward, managing director, set up the company on a simple premise: help existing timeshare owners. The industry talks about timeshare and its various products and options all day. However, many owners have become lost in a quagmire of different offers and systems, leaving them confused about what they own, unsure how to use it and disillusioned about the product as a whole. The Timeshare Channel is there to help such owners.
Grant Boughton, marketing manager & Bernard Semaani, project director
The TSC assists both resort and owner working closely with committees, troubleshooting the business and improving the options for everyone involved. Individual owners are offered the opportunity to holiday within the world of timeshare, without the burden of a maintenance fee liability. Owners decide how they want to holiday and can buy or sell timeshare through the TSC website.
Called the Silverpoint Vacation Prepaid MasterCard, it can be used at all of the Silverpoint holiday resorts, in the destination’s shops, bars and restaurants, as well as in over 33 million outlets around the world.
TSC staff can book holidays on owners’ behalf or just provide assistance. Whatever their choice, the TSC team of highly experienced individuals use their knowledge to assist owners.
“Silverpoint members now have a safe and secure way to take spending money on holiday,” said a spokesman.
Working with resorts to improve sales is just as important as transparency is key to the company’s business philosophy.
“The card is simple to top up with funds, and can be used just like a normal debit card. Members will also have their loyalty rewarded with a series of on-site promotions and offers for repeat purchases.”
Explaining its decision to become TATOC affiliates, Lee Woodward said: “TATOC is run for the owners, by the owners and this is the philosophy behind what we do at the Timeshare Channel.
Said Mark Cushway, CEO of Silverpoint Leisure, “Every time one of our members opens his wallet he’ll see the MasterCard which hopefully will be a reminder of owning something special that is not just for a week or two a year, but is part of the fabric of everyday life”.
“We work closely with the owners and committees of all the resorts with whom we’re affiliated. We want TSC to be known for looking after all parties concerned and have worked hard over the last two years to secure the approval of all.”
ISSUE 11 • Autumn 2012
New RCI directory and magazine
WimPen celebrates
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imPen’s Las Casitas owners will enjoy a glass of bubbly and a slice of birthday cake at the AGM in December, marking 30 years of operation and the first timeshare resort in the Canaries.
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CI members have plenty of holiday inspiration coming their way with the launch of the new directory of affiliated resorts.
Most of the owners who purchased 30 years ago when there was no telephone or television in the Playa Blanca area of Lanzarote still make the journey to their resort, which is often described as ‘home from home’.
The new 292-page directory, detailing destinations and thousands of resorts in RCI’s global holiday exchange network, will be delivered to its members in November. Based on member feedback, the new directory includes full accommodation and resort highlights for the majority of RCIaffiliated European resorts, plus many from other regions; simple guides on how to use RCI membership and exclusive RCI benefits; great new resort pictures, as well as fresh introductions to featured destinations and local attractions. Sean Lowe, managing director RCI Europe, Middle East, Africa and India, said: “The directory represents a big commitment of resource for RCI, but our members told us they wanted a new directory and so we are pleased to be able to give them what they need.” RCI has also launched its latest member publication. Formerly known as Holiday, the name has been changed to Endless Vacation Magazine from the Autumn/ Winter 2012 edition as it takes on the company’s global branding. The magazine, published twice a year, will feature a range of destinations, including faraway shores outside of Europe, and will continue to carry the usual RCI member news and exclusive member offers.
Other WimPen resorts are not far behind as the first arrivals at the Las Rosas resort, in Tenerife, moved into their villas in November 1983 and El Marques, Tenerife; and Las Brisas, Lanzarote, are also about to celebrate 25 years.
What’s new on rci.com It is now easier than ever for RCI members to book their exchange holidays on-line at the more than 4,000 resorts available to them around the world. Thanks to recent enhancements to rci.com, members can now view travel options and prices – from flights to car hire - alongside their resort searches. Live flight and car hire availability has now been integrated into the main RCI member website.
onfused About Timeshare, the timeshare re-sale specialist, has launched an Internet video promotion campaign. Confused About Timeshare, a TATOC affiliate company, has been looking for new and inventive ways to promote their services to consumers who are interested in timeshare re-sales. Company managing director Mark Bell commented: “We are constantly looking at new media platforms to educate consumers about the great buying, selling and renting solutions we have to offer.
All but one of the seven resorts enjoy RCI gold crown status which is due in part to not having holidays spoiled by
Once members find the exchange and travel options they need, all on one site, they can follow directions to the RCI Travel Store to book. Want to know what other members think of resorts? The RCI website now lets its members share their resort stays and ratings in a new review section. They can also post and share their holiday photographs with their reviews in a growing on-line community.
Re-sale specialist reaches clients with new video
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WimPen has had to recognise its ageing owner base by introducing improvements to their resorts such as new lifts and airconditioning.
pressure to purchase more products, along with excellent resort locations and high levels of hospitality. Until recently it had become difficult, if not impossible, for those timeshare members who own their timeshare under the Spanish ‘Escritura’ system to opt out of their ownership. WimPen now operates a system whereby owners can transfer their weeks into a holding company and continue ownership via a private contract from the holding company.
“We want our customers to have access to as much information as possible. The long-term plan is to roll out further videos that promote and advise on the great benefits of timeshare ownership.
Once released from the Escritura, they are free to surrender their weeks without fear of legal pursuit. They are also free to sell their weeks or pass them on to family at a minimal cost of £100.
“We will also provide hints and tips to ensure the buying and sales process is completed through a reputable resale company.”
Obviously, there are costs in transferring weeks to the holding company but this is far outweighed by the advantages it offers.
The new video can be viewed here: http://www.confusedabouttimeshare. co.uk/timeshare-news/Confused-AboutTimeshare-Launch-Internet-TV-PromoVideo-To-Assist-With-Timeshare-Resales/22
The holding company is held by WimPen on behalf of the timeshare community who would benefit by any subsequent sale or rental income.
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ISSUE 11 • Autumn 2012
Timeshare Insights proudly announces International Timeshare Appreciation Day
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wn a timeshare? Work in the industry? November 1 is your day. Timeshare Insights has announced the first annual International Timeshare Appreciation Day.
“I’ve been in and around the industry for 14 years now and each year I’m disappointed in the negativity surrounding the product as well as the well meaning but not very effective public relations efforts being made by the organisations whose very existences depend on a better acceptance of timeshare. “I just got tired of waiting for someone else to do it, so I took it on”, said Schreier. Schreier says she hopes the initiative will assist in getting the word out to the entire industry, timeshare owners and the media.
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ver the last few weeks, people from around the globe eagerly watched individuals and teams compete in the 2012 London Olympics. They witnessed new world records and saw participants surpassing expectations. Diamond Resorts International embraced this concept and announced its own DRI Games 2012, to run in conjunction with this year’s summer Olympics.
“I want to make it crystal clear that this is not about selling anything”, says Lisa Ann Schreier, the founder of Timeshare Insights. “I invite people and organisations from around the world to join together and celebrate all the great things about timeshare…and there are many.” Schreier, a one-time timeshare salesperson, became The Timeshare Crusader in 2005, and is a regular contributor to Sharetime magazine. She is on a mission to both educate consumers and the media on timeshare as well as serve as a catalyst for long needed positive change in the business.
Diamond games
The goal was to encourage camaraderie and involve owners, members and guests, as well as team members, through the spirit of competition. The DRI Games began with an opening ceremony at each resort on July 21 and featured parades, cookouts, activities and the symbolic passing of the torch. reaches out to timeshare owners worldwide to gain their input.” Francis Taylor, CEO of Dial An Exchange, has worked with Lisa in the past on some consumer education projects and was quick to join in. “Earmarking a day to bring positive attention to the timeshare industry, and to the many very happy owners of vacation ownership products, is a fantastic concept, he said. “We know first-hand that owners from all around the world hold their vacation ownership in high esteem and view their ability to enjoy affordable ‘time out’ from their hectic lifestyles is enhanced dramatically by being involved with timeshare.”
Harry Taylor, chairman of TATOC, was one of the first people Lisa turned to in search of support. He jumped on board adding: “One of our speakers at the recent TATOC conference claimed that changing perceptions of timeshare was going to be one of the hardest things we would ever do.
Schreier thought it was imperative to include a legitimate, respected timeshare reseller. Enter Phil Watson, chief executive of Europe’s leading timeshare resale company, Worldwide Timeshare Hypermarket, who is in full support of this celebration.
“A successful Timeshare Appreciation Day will help us achieve our goal by focusing on the positive aspects of the industry. TATOC supports Lisa’s aims to educate and celebrate all the great things about timeshare.”
“Every day we hear silly, petty negatives about timeshare which are generally unfounded so I’m really happy to support something that puts a real positive spin on what I believe to be the best way to holiday.”
In order for the event to work the scheme had to get ‘buy in’ from organisations in many countries, not just the United States. Schreier had approached organisations nimble enough to make a ‘yes’ or ‘no’ decision with little or no delay.
On November 1 and throughout the year timeshare owners and timeshare organisations in the industry can spread the good news about timeshare through word of mouth, blogs, Facebook and Twitter. Schreier has designated the hashtag #YES2TIMESHARE for the cause.
“It’s my goal to have every single timeshare owner and every organisation take in part in their own way. There’s no secret handshake, no fees and I would never tell anyone how to participate. Everyone knows their business better than I do. I certainly hope that everyone takes this and runs with it, and
Schreier smiles when asked about the major players in the industry “Anyone who is doing good things for the industry and timeshare owners is welcome to participate in their own way. I’m for anything that brings more positive attention to the good things about timeshare.”
Over the course of the four-week event, guests were invited to participate in family-friendly activities that included DRIathalon races, Xbox and Wii video games, scavenger hunts, contests, sporting events and more. Activities were designed and adapted to meet the individual needs of each resort, though there were common activities throughout. Each resort hosted daily award ceremonies where winners had the opportunity to stand on the victory podium and proudly receive their silver, gold or bronze medals. The DRI Games concluded with a closing ceremony where prizes awarded included one week’s accommodation at a European Diamond resort and a grand prize vacation holiday to Mystic Dunes Resort & Golf Club in Orlando, Florida. Some 32 resorts participated over 28 days of games, averaging 800 participants daily and a total of 17,813 guests actively involved. Guest enthusiasm along with positive feedback received at each of its participating resorts, confirmed that the programme was well worth the time and effort.
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y m e v I lo e! y h W ar h s e tim
Timeshare’s great lifestyle
A holiday for all ages
by Richard Dew, Diamond points member
by Terry Rowe, RCI points member
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y wife and I retired very early, in 1997, and although I ended up working on a self-employed basis for a further eight years we were able to manage our diary for lots of holidays. We must have been on a database somewhere because over the next few years we were constantly bombarded with offers of a ‘freebie’ or, as they are more politely known, ‘viewing visit holiday’. Being in our early fifties and footloose, if the offers sounded half decent we went and became quite expert in the ways of the industry - both good and bad. We had some short presentations (ten minutes) some long ones (many hours) and inevitably some interesting and boring ones. But we had many excellent holidays and saw a lot of resorts. We weren’t completely new to the timeshare experience as we had holidayed with friends who were owners but, coming from a finance background, I could never get the numbers to work. Probably because I was looking at the product from the wrong angle - a bit like comparing the cost of a municipal golf game to being a member of an expensive posh club - it’s a lifestyle choice not a financial one. In 2000 we succumbed at one of the ‘freebies’ and bought a relatively small number of Diamond holiday points. These have worked really well for us, particularly as we have booked last-minute holidays (59 days or less) at half-points, or away from the main season when we can get the biggest apartments at relatively low points and take friends. Despite having our points we continued to go on ‘freebies’ and in 2003 we bought a portfolio of ten units in Tenerife and this led us to join Club Paradiso.
We were delighted with our first holiday, in Tuscany, and bought further additional membership by telephone to gain access to their Sunseeker Powerboats. We have used them twice - once on a 46- footer called Diamonds Are Forever to gain RYA Powerboat qualifications and the second time on a 35-footer.
This has been another great lifestyle opportunity that we would never have experienced without timeshare.
ur holiday requirements: eight adults, six children, and four apartments in the same resort at the same time in the peak of the school holidays. Impossible, you may say! Well not so. Using my RCI points and with the assistance of a very helpful RCI consultant we managed to achieve our requirements – and have a wonderful holiday that appealed to all. The booking was made well in advance back in October 2011 and we travelled to Club Marbella, a crown resort, in mid August this year. The resort is located in Calahonda, on the
Club Paradiso led to us to visit the Island Residence Club, in Malta, in 2005 where we bought a week off-plan and have been back every year since with different groups of friends (some of whom have also bought). Last year we upgraded to the Heavenly Collection that gives us access to the RCI Registry Collection with whom we are already planning our 2013 trip to the Caribbean on a 46ft all-inclusive catamaran with eight friends, a skipper and chef. Now that’s a lifestyle choice that can only be affordably delivered by timeshare!
Costa del Sol, and was the ideal resort for our family holiday.
We have timeshared all over the world including St Maarten, Sedona, British Columbia, Wales, Devon, Norfolk, Scotland, France, Spain, Italy, Canaries, Balearics, Germany, Jamaica, Austria, Florida Keys, Dubai, Malta and not once have we regretted any of our holidays.
Our party comprised children ranging in age from five to nine, three sets of parents and a couple of grandparents. So we all had different requirements from our destination. Club Marbella was able to cater for us all.
We haven’t been on any ‘freebie’ weeks for a couple of years now but have still had some great gifts and days out in exotic locations ‘viewing’ resorts while we were away - but those stories are for another day.
The Club Marbella pool was an immediate hit with the children who would have stayed there, or at the nearby Cabopino Beach just ten minutes away, for the entire week. The apartments at the resort all have two bedrooms and are spacious and very well
ISSUE 11 • Autumn 2012
appointed. The on-site bar/restaurant was an oasis during the day offering a good value breakfast and drinks. This kept the parents satisfied. The resort staff were outstanding and nothing seemed too much. They provided us with good advice on what to do and how to get there. And when the grandparents had a small problem with their apartment it was sorted out immediately. Wonderful service – and it kept me on-side with the mother-in-law. The resort provides more facilities than we ever used. There is an American pool room, fitness suite, sauna, indoor swimming pool, kids’ pool and play area, beauty centre and a mini market.
Lifestyle changes by Angela Fox, owner at Crown resorts
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have been a timeshare owner at Crown Resorts in Calahonda, Spain, for over five years. This has been one of the best ‘investments’ that I have ever made. As a working mum with two young girls (six and eight), we have enjoyed the flexibility and freedom we need.
Just around the corner from the resort is a parade of bars and restaurants and about a kilometre away a very good supermarket and newsagent.
We can choose where and when we want to holiday and, by shopping about for flights and being flexible about where we fly from, we have saved ourselves hundreds, and on a few occasions, thousands of pounds each year.
The resort runs a shuttle bus to the beach at just one euro per person for a round trip. This is a great service which we used as it meant no worries trying to find a parking space at the beach.
Our accommodation is always luxurious and spacious. We would never be able to afford the apartments that we stay in if we were to choose a package holiday.
The highlight of our holiday was the resort’s flamenco evening. This was the only resort entertainment we attended. My daughters and their cousin had treated themselves to flamenco dresses from the local market and turned up to the evening all dressed up. The dancers were great and put on an excellent show inviting the girls to join them on stage at the end of the evening. You could not have made them happier. With our family covering such a wide age range, Club Marbella provided a memorable holiday for all the right reasons. A very big well done to everyone at the resort and a thank you to RCI for putting it together. It was a real holiday success. By booking early, speaking with the RCI guides and being flexible, we have always had great holidays in good quality resorts and at the time of year requested.
I have always used the approach “what do you have in this area at around this time” and have always been successful. In the six holidays we have had with our RCI Points, we have holidayed three times in the U.K., twice in Spain and once in South Africa - all but one of these in school holidays. I can’t understand people who say they can’t get what they want – as I don’t have that issue. That is why I love my timeshare!
We also receive many additional extras as timeshare owners, which we would normally have to pay for. We can also arrange a welcome pack, which after a long flight with kids is a blessing. Our apartment has a fully-fitted kitchen with washing machine, so no need to bring
This has always been a very easy experience and gives us plenty of accommodation to choose from. Our exchange agency has bonus weeks for sale which come in very handy if we fancy a short break throughout the year for not much money. Next year we are going to take the girls to Disney World, in Florida. This will be our first visit and having timeshare makes the whole experience so much simpler. We have a large selection of accommodation to choose from, all within a few miles of the parks, and we have the option to stay in Orlando or split our holiday between the parks and a few days at the beach. We can arrange our accommodation a year in advance which gives us the opportunity to get the best deals on flights and park tickets. This makes our once-in-a-lifetime holiday an even more memorable experience, as we will have the use of luxurious accommodation that we would not normally manage to afford.
All the timeshare apartments that we have stayed in have children’s entertainment and sports facilities as well as restaurants, bars and spas so every need is catered for. loads of clothes. This then saves us money when booking flights as fewer clothes means fewer suitcases. All the timeshare apartments that we have stayed in have children’s entertainment and sports facilities as well as restaurants, bars and spas so every need is catered for. The entertainment and sports facilities are free for guests to use every day. Our own timeshare resort has a full day and evening children’s club which is aimed at all ages making our holiday much more relaxing. If the kids are happy we can sunbathe. The staff remember our kids every time we come back and welcome them with hugs and kisses. We have a private bus service that takes us to and from the local beach and shopping centres, which means we do not need to hire a car. We tend to stay at our own resort every second year. In between, we use an exchange agency to travel somewhere new. To date we have been to Tenerife and Lanzarote, both of which were as luxurious and friendly as our own resort.
The main thing I love about timeshare is that it changes with your lifestyle. At the moment we are looking for family holidays aimed at young children, however we will still be able to enjoy our timeshare as much when our kids are grown and we want a more adult holiday. Our children will be able to use our timeshare for their first holiday abroad with friends and also maybe bring their families to the resort. We love the fact that we can still afford to holiday abroad when most of our friends can barely afford to camp in the back garden. I love my timeshare and can’t wait for next year summer holidays.
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SHARETIME
Surely there must be another way? Timeshare owner John Woodward shares his experiences of holidaying in the U.K. with unexpected results.
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he family was not amused when the announcement was made informing us our flight was delayed for another two hours. We had already been at the airport for nearly two hours standing in a long queue of people waiting to check-in. This made me ponder on the fact… was it really all worth it; surely there must be another way? I cast my mind back to an article in a timeshare magazine about Stouts Hill, a resort in Gloucestershire reached by car, for us, in just under two hours. Arriving back home after the holiday, I looked up the relevant article and was certainly impressed with what the resort had to offer.
Iron Age settlers 2,500 years ago as we took in the breathtaking views with the River Severn in the distance. After the weekend it became clear that if we wanted a relaxing holiday at Stouts Hill, many of our plans would have to be shelved. During the week we visited many of the surrounding villages, although we so enjoyed the relaxing atmosphere of Stouts Hill, we didn’t manage to visit them all. One of the best places we visited was Minchinhampton, an ancient market town with plenty to see. After a light lunch at The Kitchen, a multi-award winning family-run café situated in the centre of town, we walked to the 17th century Market House. A market is still held here every Thursday.
On closer examination we noted many places to visit and, what amazed me, they were all within a twelve-mile radius.
After taking a wrong turn we found ourselves in the village of Sapperton where we stopped at the Bell for a long, cool shandy. We had read about The Sapperton Canal Tunnel, situated near to the village of Coates, and decided to end our day exploring this end of the canal.
Would it be possible to holiday here and be occupied for a week without too much crisscrossing of our tracks? Why not give it a go?
In its day this must have been a sight to behold and one of the grandest tunnel entrances of its day.
Plans were set in place to visit Stouts Hill and what a surprise! We found a cancellation in a two-bed apartment for the first week of the summer holidays. Now that can’t be bad.
The Tunnel House Inn, built primarily to serve men working on the excavations of the tunnel was destroyed by fire in 1952. It was subsequently rebuilt in part and is the perfect place for an early evening drink.
A few weeks later, on a hot sunny day, we were turning into the entrance of Stouts Hill. Our attention was immediately drawn to the two cedar trees standing magnificently and overlooking well-maintained grounds. This was surely a good omen.
As we enjoy visiting churches, we popped into the village of Owlpen to look at the superb Church of the Holy Cross. With a half-timbered porch, fine stained glass windows, decorative mosaic tiles in the chancel, plaques and rich colours, it was great place to visit.
While there is plenty of information on Stouts Hill available on-line the welcome meeting was most informative. We were given a condensed history of Stouts Hill and made to feel at home as we enjoyed our coffee as the team explained the local places to visit. There was certainly much to be seen and all within a short driving distance. On leaving this informal meeting, the management wished us a first class holiday experience and I can vividly remember my thoughts at the time… “if all these came to fruition, then this certainly would be a holiday to remember for many years to come”. Our first visit was to the Iron Age hill fort Uley Bury. The area is popular with walkers and hikers who quickly passed us by. We wondered what went on in the minds of the
One of the oldest churches in the area is St. Mary the Virgin at Wotton-under-Edge. For music lovers the church is best known for its large organ and famed for having been played by Georg Handel. Our daytrip to Malmesbury turned out to be one of many surprises, smiles and a little ‘cheek’! We had been informed that parking could be a problem and this proved to be correct. Near the abbey is The Old Bell Hotel and what better place to park? As England’s oldest
hotel, it is blessed with history and heritage so we stopped for a cappuccino to enjoy it. The Abbey dates back to the 7th century and once had the second largest library in Europe. Today only half the original building remains. Venturing into the gardens, the home to ‘The Naked Gardeners’, we were amazed at their beauty and serenity. On the final evening we decided to stroll through the grounds at Stouts Hill towards the lake. On our way we saw friends enjoying their BBQ, children having that last swim and a hot air balloon overhead. A contented angler enjoyed his cigar watched by an Uley heron. Heading back to our apartment for the last time we concluded this had been a peaceful and relaxing holiday, and the term ‘Welcome to Stouts Hill, a jewel in the Cotswolds’ was no exaggeration. Many well-known names have enjoyed Stouts Hill and graced the octagonal lounge, dining room and bar of the 18th century manor house. There was plenty to keep guests occupied - including the croquet lawn, pitch and putt course, table tennis, snooker and pool. Although we didn’t make use of all the facilities there is always next time.
We spent our last hours at the resort sitting on the patio on a warm, balmy evening enjoying a glass of wine. We felt pleased that we had seen so much within a relatively short distance from the resort. It soon became apparent that we had only just scratched-the-surface of this lovely part of the Cotswolds – without a check-in queue or delay in sight.
ISSUE 11 • Autumn 2012
Diamond resorts update Diamond Resorts International continues to improve facilities and create new enhancements. Here are some of the highlights from Diamond resorts in Europe: Cala Blanca (Gran Canaria) The new Wii Zone features artificial grass carpeting and a large flat screen TV with Wii games for all ages. This is not a children’s area only! Adults are invited to join in the fun, whether it is tennis, golf, bowling, car racing or fitness.
Santa Barbara Golf and Ocean Club (Tenerife)
Additionally, there is a new massage centre with an impressive array of services provided by a certified masseuse, Margarita.
The resort also now features a new creature club for kids.
Los Amigos Beach Club (Costa del Sol)
Santa Barbara Golf and Ocean Club is enhancing its appearance with the addition of the ocean breeze terrace for evening drinks and cocktails. Other new refurbishments include the W Pub and a new state-of-the-art gymnasium.
Royal Tenerife Country Club (Tenerife) The children’s pool has been refurbished and a new play area was constructed adjacent to the pool to allow parents the opportunity to sunbathe while watching their children play. The large deck area around the pools features 230 new sun loungers and additional tables and chairs.
Jardines del Sol (Lanzarote)
Following numerous requests by members, tennis court 1 was converted into a multisport area where guests can play tennis, football, basketball or volleyball.
The swimming pool has been fully renewed and the resort is even more disabled-friendly with the addition of access ramps to the reception and the pool area. Additionally, the restaurant terrace has received a complete makeover.
The resort has also implemented a gardening project which utilises native plants requiring less maintenance and water, grass has been replaced, an automatic watering system installed and the overall appearance of gardens enhanced.
he four-star Langdale Hotel and Spa, near Ambleside in the Lake District, has been awarded an RCI green award for its outstanding eco credentials. Following a rigorous three-part process, reviewed and scored by Peter Burns, professor of international tourism and development and director of the centre for tourism policy studies at the University of Brighton, the hotel and resort was one of just three European hotels to be commended for dynamic green policies.
The resort inspired forwardthinking environmental guidelines such as supporting local projects and campaigns, sourcing recyclable, fairtrade and organic supplies wherever possible, planting native trees, protecting indigenous wildlife, and training its staff in energy conservation. Langdale was also applauded for investing in several significant energysaving devices such as a biomass carbon neutral energy system and a revolutionary UV system for its pool disinfectant. Nick Lancaster, director of resort operations at Langdale said: “It is excellent that we have been recognised by such an iconic brand as RCI. “We have strived to develop, implement and maintain an environmentally friendly approach to every element of what we do and will continue to do so wherever possible.” The latest additions to Langdale’s green portfolio include the installation of the National Park’s first electric car charging point and a brand new electric bike charging point at nearby Wainright’s Inn.
DeVere focus on rental market
This new facility has proven very popular, especially among younger guests. In addition, the other two tennis courts have been completely refurbished. The club also features a completely new creature club for kids and offers the youngest guests the opportunity to play in a speciallycreated environment.
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Langdale was praised for successfully incorporating green thinking into the day-to-day tourism trade.
Sunset Harbour (Tenerife) Originally renovated in the summer of 2011, the swimming pool and the surrounding areas have continued to improve with new sun beds and parasols, re-designed gardens and new seating areas around the resort.
Lake District resort wins RCI green award
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Club del Carmen (Lanzarote) Club del Carmen offers a new open chill out lounge for guests. The lounge is located by the reception and has been designed with white Mediterranean-style seating offering maximum comfort.
eVere’s Cameron House and The Carrick resorts have placed a bigger focus on the rental market this year. And the work is claimed to have paid off handsomley. Katrina Pascazio, operations manager, explained: “Our rentals are buoyant and we are exceptionally busy running at an average of 96 per cent occupancy. This has led to an increase in the ownership and hopefully an increase in sales.”
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ISSUE 11 • Autumn 2012
In my view by Richard McInstosh, managing director Hilton Grand Vacations EMEA and former RDO chairman
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hen TATOC asked me to write about my views, I thought I could approach it from a few angles.
Almost three decades later, some would say not a lot has changed, but then, on the other hand, so much has changed. The vacation club industry now covers the globe, annually sells to new owners billions of pounds of additional ownership every year, and most importantly sends millions of families on holiday. Our customers are repeat guests annually, enjoying what they have purchased, often buying more and satisfied with the original decision they made. What has changed to allow that to happen if the first thought by so many on first being approached by a vacation club offer is less than positive? I put it down to a number of factors:
The view from my office is excellent, I can see owners going to and from their lodges at Craigendarroch or setting out on their daily excursions.
The vast majority of vacation club developers have created excellent resorts in desirable locations, and have worked hard to maintain these to a standard that their owners are happy with.
Frequently the lodge owners I meet in the morning shape my view for the day. Often it’s an owner I may have sold to some 27 years previously, when I started out in the business.
This is fairly fundamental, and has been made possible because legal structures in place at most resorts have given owners themselves a say in that process.
Perhaps the view TATOC meant was to look back, however I’m keener to look forward, and the view for the future of the business I see is a positive one. That is shaped for me by four contributing factors.
Many, like the resorts I am most involved with at Hilton Grand Vacations, have active owners committee members, who meet regularly and take a role in the planning of the operation and the future plans for the resort.
Ever since the concept of timeshare was first developed in France in the mid-sixties, timeshare, co-ownership, fractional, shared ownership, vacation club, whichever it is called and structured, has always been about one very simple idea: putting people on holiday.
This is so important in ensuring that the resort remains somewhere that they and their families wish to holiday long into the future.
For many the vacation club concept has delivered to owners on a regular basis holiday accommodation at a quality level above which they previously experienced. Since my first steps into the business in 1985, I have always considered the most important element is the provision of great holiday accommodation and guest satisfaction. That is not perhaps surprising as I came to the industry from the hotel side of our business. Here guest satisfaction and holiday experiences are the number one considerations to ensure repeat business, happy owners, guests and referrals. It’s no different in the vacation club business. This is and should remain our primary focus.
The industry took the initiative to create a trade body. This today is known as the Resort Development Organisation (RDO), having changed its format and names a number of times. During that time the objective has remained constant: to ask members to operate to a code of ethics and business practices that allows the industry to put its best foot forward, and distance itself from operators who do not adhere to these ethics. The RDO has also played a central role with the U.K. and European governments in shaping legislation that protects consumers. It has become today one of the first ports of call by government departments and the press looking to understand more about the business.
When I entered the industry it was seen somewhat as a business on the ‘dark side’: poor press, misunderstood by many, and a public who generally thought it was something to be avoided.
I am proud to have served as the chairman of the RDO for the past four years, and while I would not claim credit for much of this myself, we are indebted to many across the industry who care deeply about the promises that have been made to our vacation club owners and want to see their interests protected.
The strange thing I thought at the time was, why would a developer invest so heavily, create such a superb product, and then have to battle so hard to promote their newly created product?
TATOC has also taken a leading role in protecting owners’ rights, persuading developers to do the right thing, and providing a consumer help line to assist owners at resorts who have needed help.
By coming together as one organisation, representing many owners associations, TATOC has gained a strong voice and become recognised as speaking for the consumer by government departments and the press. This assists greatly in ensuring that everyone works to ensure the long-term viability of resorts, which in turn makes possible the continued enjoyment by owners of the resorts and companies into which they have purchased. Finally, the industry has gained recognition among the leading hospitality brands that vacation club ownership is one of the strongest routes to obtaining a guest for life. In entering the industry, and in doing it right, they have raised the bar for everyone else, and in one step brought reassurance to many that the vacation club business is a major component of the world’s tourism business, and, is here to stay. These four factors have I believe contributed significantly in bringing the business in from the ‘dark side’: I suspect many may still be cautious on first exposure to the concept. But for those brave souls who take that first step to explore a holiday option that works for millions of people there is an opportunity to discover a well-established, well-regulated, and well-run holiday option that can deliver time and time again long into the future. The view looking forward is exciting so enjoy your holidays. That, after all, is what it’s all about!
BIOGRAPHY: Richard studied hotel management at Napier College in Edinburgh, before joining Comfort Hotels. Four years followed as deputy GM at a golf and country club in Exeter. In 1985 he started his 27 years in the timeshare business becoming country club manager and marketing manager at Craigendarroch, before joining the timeshare sales team in 1987. Positions of timeshare sales manager and then hotel and resort general manager followed before being appointed managing director for the group’s business in 1996 prior to the Hilton acquisition in 1999. Responsible for operating the Hilton Grand Vacations business across Europe, Middle East & Africa, Richard is actively working to grow the business and has recently announced new projects in Tuscany and in Scotland. Having served on the communications council and the timeshare council of the OTE for a number of years Richard was chairman of the Resort Development Organisation (RDO) from 2008 - 2012.
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SHARETIME
Resort committees:
keeping minutes but costing hours?
1 2 As more resorts come under the managing control of owners, the role of the owners’ committee is becoming increasingly important. Members who just want the best for their resorts become responsible for areas where they have little or no experience. Sharetime asked three committee chairmen why they decided to get involved, what they have achieved and why they believe others should join in.
Tony Pearce, committee member at Royal Sunset Beach Club
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ike most people we bought our timeshare not really sure we were doing the right thing or not.
We quickly booked a holiday and as soon as we arrived and settled in to the superbly equipped apartment we knew we were O.K: we hadn’t been conned and had made a good decision.
I found out a lot more about how the industry worked by talking to other owners around the pool than I ever did talking to the reps. So when I got home I thought I needed to continue learning and didn’t want to wait until our next holiday to find out more especially as I would probably have forgotten all that I had just learnt. That is when I started the Yahoo group and later on my website www.dri-members.co.uk where members can share information, ask questions and really plan their holidays. Having visited several resorts in the first couple of years of ownership, I discovered the role of committee members and decided that I would like to make a difference. In this way we could enjoy the best available while all visitors to that resort could also enjoy the improvements and renovations we could achieve within available budgets. I first became a committee member in June 2000 at Sunset View Club, in Tenerife. It was a real learning curve for the first year or so getting to know the other committee members and becoming much more involved with the manager and staff at the resort and with the management company. I guess the first real wake-up call came when we were discussing the budget for the resort. It soon became obvious that there was no way we could make all the improvements on my list with the budget that was available and that we would have to prioritise our projects. We as a committee owed it to all the other owners to do the very best we could with the funds available while still making sure that the fees were affordable and remained good value for money.
Ken Silverthorne, chairman at Club le Bristol
We always look at ways to save money and improvements that don’t cost much and are often easy to do.
All of this is taken into account before we look at what we need to spend money on. Some things are unavoidable, like the pool pump breaking down or doors that need replacing because they are made of wood and have become misshapen.
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lub le Bristol (CLB) is a small timeshare resort based in Isola 2000, in the southern French Alps. It comprises 13 apartments in a large chalet-style building called Residence le Bristol.
This all happens with us trying hard to get costs down before we discuss what we really want to spend the remaining money on which is refurbishing the apartments and improving the resort in general.
Isola 2000 is a purpose built winter sports development, catering for family activities with skiing and snow sports in the winter and outdoor pursuits in the summer.
It is always a balancing act but in the main I feel that we have got it right most of the time as anyone visiting Sunset View can soon see.
The resort is accessible by bus or car from Nice – a scenic two-hour drive into the Alps Maritime National Park. Budget airlines fly to Nice from a number of U.K. airports.
I left the Sunset View committee in 2010 after serving for ten years and became a member of the Royal Sunset Beach committee where, again, the responsibilities were the same.
None of this can be achieved without the dedication of the committee members who really love their resort and feel proud of it. The improvements made in the last couple of years and the huge projects we have planned for the next few years will have improved the resort enormously for the benefit of owners and points members who love to visit this resort. None of this can be achieved without the dedication of the committee members who really love their resort and feel proud of it. Ask any committee member which is the best resort and you will nearly always get the answer: the resort where they are on the committee. If anyone wants to get more involved in the decision-making and improvements of a resort then I can highly recommend applying to become a committee member. By getting involved with the committees you soon learn how the committee and the management company work together. The satisfaction of doing a good job and seeing it happen is well worth the time and effort needed to be a good and effective committee member.
In 1990 after attending the usual presentation, I purchased a week at CLB. This was our first venture into the world of timeshare. Little did I know then how involved I would become in the future of the club. Despite enduring five years of mismanagement, initially by the developers who went bankrupt and then by the leisure company who ‘rescued us’ (also bankrupt), the club somehow managed to survive. Having been bitten twice by incompetent management companies, the owners committee decided to operate the club themselves. It was during this time that I was invited to join the committee. For my sins I was given the ‘poison chalice’ – sales! I would not regard it as the most successful job of my career however I got to know many people and companies within the timeshare Industry. One of my more memorable activities was the much-needed redecoration of the apartments. A group of ten volunteer owners went out to
Isola between seasons and managed to paint all 13 apartments in less than two weeks.
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It was hard work but we had a lot of fun and made some good friends. We now refer to this as ‘when we went painting in the south of France’.
The committee was finding it harder and harder to make ends meet with a falling membership and a growing inventory of unsold weeks. We were very wary about employing another management company and we wondered if there were any reputable management companies out there. Through my contact with various sales companies, I was advised to check out a successful management company now
Mike Hope, committee member at Crown Resorts
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stood for election to the Crown Resorts Committee in 1997 and 1998 and was elected at my second attempt.
I had enjoyed the use of my weeks and made some fantastic exchanges around the world and thought that I might be able to assist the club using my skills. Crown Resorts is one of the largest memberowned timeshare clubs. In 1996 members acquired the interests and took control of the club to run it for the benefit of all members rather than a few individuals. It has 454 apartments on five different resort locations along the Costa del Sol, in Spain. The constitution provides for the members to elect a committee from among the members which is charged with controlling club operations, procedures, finances, and ensuring that all members are able to enjoy the best holidays and exchange trading that is pragmatically possible.
known as Resort Solutions. A fellow committee member had also heard good reports so after some discussion we invited them to manage our ailing resort. Having successfully installed them as our management company our chairman felt it was now time for him to retire and in their wisdom my fellow committee members voted me in to take his place (thanks chaps!) The appointment of RSL has been the single, most important thing that has happened to the club. In the last 11 years we have risen from nearly rock-bottom to a solid financially viable quality resort.
The committee was finding it harder and harder to make ends meet with a falling membership and a growing inventory of unsold weeks. During that time we have had the pleasure of being welcomed to Residence le Bristol by our site managers, first Richard and now Severine. They have taken the club to new heights by raising the quality of the resort to RCI gold crown standard - with a little help from RSL! During my time on the club committee I have never forgotten that I am representing the owner members of the club who have remained loyal in every respect and without whom we could not continue to flourish.
There are six Crown Resorts committee (CRC) members and club advisors (a club accountant who is also a club member, and a club solicitor contracted for the work) who assist these volunteers.
ISSUE 11 • Autumn 2012
Committee members need to be contactable by members to deal with any issues they may have and to conduct annual meetings. Sometimes an individual member may have a problem which is at odds with the interests of the majority. The committee considers the matter and how it affects the individual members and then considers the impact on the members as a whole. Where there is a divergence of impact / effect the committee gives greater weight to the interests of the majority, or perhaps does a bit of thinking outside of the box to satisfy both the individual and the majority - not easy but it can be interesting. All in all committee work is hard, incredibly wide, and varied, especially when dealing with the legislation and regulations of a different country. I suspect it helps that I am a workaholic, but I certainly enjoy the challenges posed by timeshare operations and assisting in overcoming whatever fate and the global economy throws at one. Despite the hard work there is undoubtedly a reward in knowing that you have positively contributed to the well-being of your club, and even better when a fellow club member gives you an expression of thanks for your efforts.
I suspect it helps that I am a workaholic, but I certainly enjoy the challenges posed by timeshare operations and assisting in overcoming whatever fate and the global economy throws at one. The day-to-day operation of the resorts is undertaken by a contracted management company (Vacation Care) and Spanish based staff. The CRC elects one of their members to be the CRC chair for a year immediately following the AGM. I was elected to that position in 2000 until I stood down in 2009 to continue on the committee.
I consider that the main things providing good committee operation are co-operation, and the total acceptance of the principle that the majority vote is that which will be carried out. This does not mean that one cannot vote against a resolution, but it is essential that
Each CRC member has responsibility for a portfolio of club activities and with my background mine include property and legal matters. The CRC approves expenditure, establishes general procedures and principal goals for the day-to-day operations. It negotiates some of the major contracts and agreements, and authorises minor contracts negotiated by the management organisation or senior resort staff. The aim is to provide optimum value for money and maximum holiday enjoyment on resort, or by maximising timeshare exchange power of the week(s) owned by members. Crown Resorts is fortunate to have a very dedicated group of CRC members with a range of professional and business backgrounds. This enables a specialist input from committee members and from the club advisors.
even if you voted against you must accept the majority verdict and pursue the approved action(s) as if you had voted for the same. In the event that you cannot perform in such manner, or that you are in constant conflict with the other committee members, then the alternative is to resign and restore compatibility and co-operation on the committee. I wish you all the best if you decide to stand for election to your committee.
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An inspector’s report Ever wondered what takes place during the process of accreditation? Sharetime asked accreditor and TATOC director Geoff Chapman for a report on his recent accreditation at Melfort Village.
O
n a fine, sunny weekend in July I visited the Melfort Village resort in Argyll, Scotland, just south of Oban. The resort has been a TATOC member for many years and was seeking recognition under the TATOC resort accreditation programme. Bruce Robertson (the committee chairman), Mark Coulter, on behalf of the owners committee, and resort manager Christine Roberts and her team welcomed me to the resort. Melfort Village is owner-owned and managed through a committee of elected members. The resort is an attractive cottage-style resort of 32 individual and unique cottage units, nestled in the hills and oak woods at the head of Loch Melfort.
that drive the work of the committee and management team at Melfort?”
not a single negative comment expressed by anyone I spoke to.
When I ask that question at resorts it usually results in a lengthy silence, but this was not the case at Melfort.
It was clear that the accommodation and facilities are being well maintained and upgraded where appropriate, but the overriding spirit of the resort has provided owners with a feeling of constancy that seems to be highly valued.
Bruce and Mark very quickly and unanimously replied that it was the peace and tranquility, the friendliness of the resort and its staff, and the high quality holiday experience the resorts provides to all visitors. WOW - quite impressive, but passionate words are easy. My task over the next three days was to see if they delivered on those passionate values, and if the resort achieved as a minimum standard the requirements of TATOC Accreditation in all areas.
What came over very strongly was that the nature and quality of the holiday experience at Melfort was constant and unchanging... Many of the units are original buildings in a country-cottage style clustered around the central facilities. There is also a crescent of 11 units known as the walled garden cottages, and two further properties a mile or so away at the pier-head of the Loch. Melfort was converted into timeshare units in 1982 having previously been a sheep and cattle farming community and the site of a gunpowder manufacturing facility. Many of the cottages and public areas retain names that reflect their historic origins. The overall effect is of a picturesque hamlet of high quality individual cottages within attractive and well-maintained grounds. But down to business. TATOC takes its resort accreditation programme very seriously and is passionately determined that inspections will be comprehensive, rigorous, challenging and meaningful. The accreditation is highly valued and the association will not allow it to be weakened or diluted in any way. At a working dinner on the first night I asked Bruce Robertson: “What are the core values
Could a resort like Melfort Village, owned and managed by its owners, meet the standards of mainstream timeshare where there is a dedicated developer and management company? I inspected many of the accommodation units and all the public areas and spent a considerable time with the management team looking in detail at the processes and practices that deliver the Melfort experience to owners and visitors. I spoke extensively to owners and other guests to find out what they thought of the Melfort experience, and held several meetings with Bruce and Mark from the owners committee. Many to whom I spoke had owned for a considerable time and upgraded or increased their ownership (or both) during this time. What came over very strongly was that the nature and quality of the holiday experience at Melfort was constant and unchanging, and had remained largely similar to when they had purchased many years ago. Quite surprisingly all the owners I spoke to during the inspection said exactly the same thing – almost word perfectly. There was
I tried hard to find weaknesses with this rather unique timeshare resort and in honesty found only a few minor details to discuss with Bruce and the management team. Melfort Village is a small and attractive resort in a country cottage style, set in a beautiful location and in attractive well maintained grounds. The strong and overriding impression I gained during the inspection is that the resort is well managed and well maintained by a committed and passionate committee of owners and a dedicated resort management team, both of whom have a tremendous pride in their resort. The resort delivers a high standard of accommodation and holiday experience to owners and visitors and is a quality, well managed, timeshare product. I left Melfort Village with no hesitation whatso-ever in recommending to the TATOC board that Melfort Village be awarded the coveted status of TATOC accredited resort. Will I return to Melfort? You bet I will – but it will be with my family and entirely for pleasure next time.
ISSUE 11 • Autumn 2012
The benefits of TATOC resort accreditation
I
n a world of glossy brochures, marketing spin and clever websites one of the most difficult questions for timeshare owners and potential timeshare owners is: “How do I know if a resort is really as good as it is made out to be?” Thankfully there is now a simple answer to that question - the TATOC Resort Accreditation programme. For a resort to be able to say it has been awarded the coveted TATOC status is a powerful and positive statement of quality and standards that will have a major beneficial impact to both the resort and its individual owners. The most powerful benefit to an accredited resort is the right to use the ‘TATOC
Top Tips from Down Under by Francis Taylor
I
n the last edition we gave you pointers about our vast country to help you start planning for your ‘oncein-a-lifetime’ holiday ‘down under’. This month we’ll focus on helping you get organised, with tips on how to leverage your timeshare to get the very best and lowest cost holiday you can. As well as being huge (and way too big to see in a single trip) we’re also relatively ‘young’ with a very small population compared to most countries. Australia is the planet’s largest island and the world’s fifth largest country. Our total population is just under 23 million with approximately three people per square kilometre, compared to UK - 248; Germany – 230; France - 117 and Italy – 190. What does that have to do with timeshare? A lot! When timeshare began and development was at its zenith, timeshare properties were almost always built in the traditional tourism ‘hot spots’ of their time. However, as population and affluence has grown, and cheaper airfares make travel
accredited resort’ logo at the resort and in advertising, publications, web sites, sales presentations, and so on. Additional benefits include: •• A recognised, independent, consumerbased ‘kite mark’ of quality; •• A special appearance on the TATOC website as a TATOC ConsumerAccredited Resort; •• The right to fly the ‘TATOC accredited resort’ flag and display the plaque at the resort; •• A powerful commercial message in marketing and re-sales; •• Increased rentals, exchanges and resort occupation; and •• Improved membership retention and revenue collection.
Harry Taylor, TATOC executive chairman, told Sharetime: “The future of timeshare lies in a closer relationship between the industry and its customers. A successful future lies in a stronger focus on understanding, anticipating, and striving to exceed consumers’ expectations as they evolve in these rapidly changing times. “TATOC is keen to give full recognition to resorts that are truly customer-driven in their approach to timeshare ownership and enthusiastically embrace the TATOC Code of Conduct”. Mr Taylor continued: “We believe it is essential for the award to be seen as hardearned and meaningful. It means the resort has been found to deliver a high standard of accommodation, facilities, services and overall holiday experience and a high quality, well managed, timeshare product to its owners.” Since the programme was launched in 2009, 31 resorts have achieved TATOC accredited resort status and this figure will reach 40 by the end of 2012.
The cost of accreditation to a resort can be made from just one additional sale. The larger picture, however, is the positive impact on public image and perception as the resort gains the powerful message of consumer approval.
www.tatoc.co.uk/about-tatoc/accreditation-program
more affordable, the number and diversity of popular holiday spots has grown significantly, and timeshare development has not necessarily kept pace.
Barrier Reef; Daintree; Ayers Rock and the Outback; legendary theme parks of the Gold Coast; Sydney with its stunning harbour; and the deep untouched wilderness of Tasmania.
This means that demand often outstrips supply in ‘traditional’ locations. With new ‘hot’ destinations being more accessible than ever (and land for new development very hard to come by), there is either limited or no timeshare availability in these highly desired places. Combined with our smaller population, this holds particularly true for Australia.
At only four hours by air away, you can even include New Zealand into your itinerary. If you only have two or three weeks available – you cannot! So research this great land and create your ‘wish-list short-list’.
But it’s not all bad news. There are some places of outstanding natural beauty and heaps of man-made fun in Australian timeshare, where you’ll find great resorts to choose from and excellent availability most of the year. In addition, good exchange providers will also offer a very healthy selection of heavily discounted rental properties, both in these timeshare hotspots AND in the places where there is very little or no timeshare at all. So to get the very best from your great Aussie adventure before you do anything else, take these two important first steps when organising your trip: Step one: Decide how long you have got Whether you have two, three or six weeks will have a huge impact on how much of this wonderful country you can see and should dictate everything about what you plan to do. With five or six weeks up your sleeve you can see much of what makes us famous - the Great
More information is on the TATOC website:
Step two: Plan well ahead and be flexible Having created your list, research which of those destinations has a timeshare resort. Either book your exchange/s well in advance or get your exchange company to help find you ‘connecting’ exchange weeks in the places you most want to visit. An Australian office is also helpful – local knowledge is very important. Once you have your exchange bookings locked in, work with the company to organise the balance of your trip using discounted rental weeks within reasonable travel distance of your exchanges. You may not end up seeing everything on your bucket list, but doing it this way will ensure you spend most of your time sightseeing instead of visiting airports or bus/train terminals. Start with these websites, give yourself a very healthy lead-time, and plan now to make your once-in-a-lifetime trip downunder a reality: www.australia.com | www.newzealand.com
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Because your holiday means…
you deserve the very best with RCI! Congratulations on being a timeshare owner. To get the most from your timeshare, you need to make the right choice by becoming an RCI member. You really do deserve the very best in timeshare exchange and this is exactly what RCI offers, and here’s why…
3 Be a part of the largest exchange provider…
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nearest competitor made in total! 3 We offer you more flexibility… 3 Trust us to deliver a great experience…
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expertise to give you the best holiday experience.
exchange into a resort with a lower value than your owned resort, you will receive the difference back which can be used for another exchange holiday.
Join RCI today and get your first exchange FREE Please visit rci.com/jointoday or call us on 0845 60 86 380
e ry w h e re we v e r o t c fa w o “We g et t h at W t im e s h a re g ive s u s t h e CI g o wit h R CI. R n d t h e s pa ce we n e ed.”‘ e ct a qu a lity we ex p rrick Donna Me 8 r since 199 RCI Membe
3 You can be assured on quality…
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Lines open Monday to Friday 9.00-20.00 and Saturday 9.00-16.30. Terms and conditions: RCI terms of membership apply. The standard enrolment fee for 1 year of membership is £124. Visit www.rci.com for full terms and conditions. To join RCI you must own at least one week of timeshare at an affiliated RCI resort. Exclusions: Offer excludes previous RCI members who have allowed their membership to lapse within six months of new enrolment unless there has been a change of ownership.
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Australia road trip:
PA RT
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The Sunshine Coast - Welcome to Paradise
In this second part of our Australian timeshare road trip, Jan Murphy from Dial An Exchange suggests places to visit on Australia’s beautiful Sunshine Coast.
T
he Sunshine Coast is nowhere near as brash as the Gold Coast. It has plenty of beautiful beaches, good golf courses and gourmet restaurants. But the debate continues as to which is the better destination. We think it all depends upon who you talk to! First you must get out on the water. Those who like comfort should go on Whale One, with its buffet lunch and on-board photographer. However, the adventurous will prefer Liquid Getaway’s ‘rubber ducky’.
Just see how many whales pass you by while you loll in comfort. For a total change of pace, visit the biggest handmade art and craft market in Australia in lovely Eumundi. If none of the divine stall treats tempt you, have lunch at the landmark Imperial Hotel. Ask for a lager from the local brewery while you’re about it. If you prefer to cook yourself, the Buderim Ginger cooking school is one of half a dozen that offer the chance to shine in the kitchen.
Tasmanian devils that will be coming out of their mum’s pouch for the first time around the end of August. Ride a horse on the beach or a steam train through the Mary Valley; walk the National Park trail or the top shopping strip in Noosa; take a breathtaking drive through Maleny and Montville on your way to listen to the bellbirds. You may have come to the Sunshine Coast for the whale watching, but you’ll be glad you stayed for everything else.
If you’re not one for leaving the land, visit the Underwater World aquarium instead. There aren’t any whales, but you can kiss a seal! Highlights en-route – Gold to Sunshine Coast *Stop for a quick burn on a go-kart at Le Mans Kart Racing Complex or Pacific Kartsport, both just off the highway; *Take the edge off with a delicious Yatala Pie, renowned throughout the region; Though you won’t get lunch, being so close to the water adds something unique. Imagine … dolphins surfing the bow wave, whales breaching up ahead. Ahhh. If you’re not one for leaving the land, visit the Underwater World aquarium instead. There aren’t any whales, but you can kiss a seal! Alternatively, take some local wine and fresh gourmet produce to Point Perry or Arkwright, in Coolum; Point Cartwright, in Kawana; Moffat Headland, in Moffat Beach; or Dolphin Point, in Noosa National Park.
*Check out the life of the mangroves and some indigenous Australian art totems in the Boondall Wetlands Reserve;
Alternatively, take the kids to Aussie World and have lunch at the quirky Ettamogah Pub, immortalised in cartoons. Make a day of it at Steve Irwin’s multi-awardwinning Australian Zoo. Apart from the expected crocs, make time to see the baby
*You’ll know you’re almost there when you spy the steep, rocky points of the Glasshouse Mountains that thrust high in the Western sky. If you have time, turn off the highway for a picnic and panoramic viewpoints in the National Park; and *Stock up with juicy, organic berries at Strawberry Fields and freshly baked ginger scones and jam from the Ginger Factory. In our next issue: finish your road trip on Fraser Coast
ISSUE 11 • Autumn 2012
Women at the top In the first of new feature looking at women who have made it to the top of the timeshare industry, Sharetime spoke with Diana Aitchison, managing director of TATOC affiliate Nexus.
What was your first job?
basis for the CITRA meeting. He invited me to join RCI and open the Tenerife office.
departments. I spend a lot of my time dealing with the financial aspects and budgeting.
I first worked in an old folks home when I left school while waiting to start working as a police cadet at 16. Entering the police force as a cadet was great training for all sorts of subjects and situations that you may have to deal with in the future.
This was at the end of 1989. It was a great challenge and we managed to grow the number of RCI resorts in the Canaries by 45 new resorts in the first three years.
What do like about your job?
Was this predominantly a male business?
Which resort developers do you admire and why?
As far as developers were concerned it was – there were and still are very few female developers in the business.
Bob Trotta. In the early timeshare days lots of people used to come and visit Bob and ask for advice. He always gave information freely and welcomed newcomers to the business and was willing to share experiences and ideas.
Computer operator, switchboard operator, administration department … all taught me how to deal with payrolls, licences for late opening, the movement of animals, firearms and so on. The police were very good at training and I had to attend regular courses which included report writing and public speaking so that we were able to deal with court appearances. This training has been very useful in my later career when I have had to do presentations at AGM’s and other conferences. We also had to spend time with community involvement, the CID, traffic department and front office dealing with members of the public with whatever issues ranging from a lost budgie to “I have murdered my wife!”
How and why did you get into the timeshare business? In 1984 I was working in a small kitchen at the height of summer and the outdoor life appealed. There was also the opportunity to make lots of money if you worked hard. (Nothing like the commissions that developers have to pay nowadays for clients though).
What was your first job in timeshare? I started as an OPC working for Palm Beach Club. About one in four of the clients that I ‘sent in’ bought a week at the resort. I moved to Sunset Bay and became the OPC manager there and later the manager for special programmes. I left Sunset Bay after two years and went to work as director of marketing at Club Olympus and stayed with them until they moved their marketing back to the U.K. At that stage I went back to work for my old boss Bob Trotta as the secretary of CITRA – the Canary Islands Timeshare Resort Association.
How and when did you move into the exchange world? While working for CITRA I used to meet Colin Collins who came to Tenerife on a monthly
How did you fare as a female? Initially some of the Spanish developers wanted to speak to the boss but they soon got used to dealing with me and I have built up a lot of friendships over the years with them.
What were your challenges and successes? I would say that in RCI it was developing and maintaining market share at a very high level in the Canaries. At Nexus there have been lots of challenges along the way. Initially getting the reservation system into shape. In 2005, company offices moved from Harrow to Tenerife and this was a challenge getting a new team on board and trained ready for the switch over. In the current climate the challenges are more financial: how to do more with less and finding savings along the way; looking at structures and questioning everything about how the business is done and the needs of the company.
What made you change to another business and what is your new role? I moved to Nexus in 2002 at a time when RCI was in great upheaval. Christel De Haan had sold the company a few years before and I felt it wasn’t quite the same working there any more. At the time Nexus approached me, the RCI team I had were at risk of redundancy and the position I was offered (MD for the U.K.) I felt wouldn’t make best use of the skills I had. So, after 13 years at RCI, I made the decision and moved to Nexus. It was a hard choice at the time but I have learned lots of new skills at Nexus and every day is a new challenge.
What are your current responsibilities? I am the group managing director for the company with responsibilities for all
The variety and the people I work with and the fact that it is constantly challenging.
I am sure this unselfish approach helped a great number of people become successful and go on to develop new resorts. Also the late Bjorn Lyng, of Anfia, who had an amazing vision that he turned into a reality. I remember standing on the site when there was no building there and being told what would happen. It certainly was a huge challenge and undertaking to develop what must surely be the top group of resorts in Europe.
What are the biggest changes you’ve seen in the business? The sales side has changed considerably due to legislation. There’s a lack of interest among younger people who can look for holidays on the web. The Internet has completely changed the way people book holidays and travel. Airlines also have changed a lot over the last 20 years.
Would you advise today’s young women to enter the timeshare world? Absolutely - particularly anyone who has innovative and new ideas on the marketing side that would be able to bring in the younger generation.
How do you relax when the business day is done? I go home and have a swim then spend some time studying for a genealogy course I am currently doing.
What are your plans for the future? Buy a castle in Scotland and run family history study courses, helping people find their roots!
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How and why the industry must get owner involvement by Lisa Ann Schreier
J
ust a few months ago, I was honoured to be one of the featured speakers at the summer meeting of the Florida Timeshare Owners Group.
This fine organisation meets three times a year and does an excellent job of providing updates on the most important issues, and there are many, facing today’s timeshare owner. Six speakers in addition to the leader of the group addressed the attendees… who numbered 20. Yes, 20! This meeting was open to ANY timeshare owner regardless of where they owned or where they lived: if they were in the area, they could attend. This is not unique to this group. Each year I participate in at least one meeting of the National Timeshare Owners Association and
find that the audience consists of 150 people at the most…the vast majority of them being married couples, so that brings the number of timeshare owners down to perhaps 75 or 80. This is not faulting either of these organisations who do a great job of informing and educating owners. It is, however, a massive issue as it points out the extremely difficult nature of educating timeshare owners which I feel is an absolute necessity if the product and the industry are to continue and even thrive. If you are a timeshare owner, I know that you didn’t buy it with the thought of attending owner meetings, running for a seat on the HOA or being part of an outreach programme. However, the industry is not what it was 20 or even 10 years ago and there are issues, both good and bad, that need to see the light of day. Individual timeshare resorts and exchange companies must, in my opinion, take the lead on this initiative by working hand in hand with owners groups, publications and true consumer education resources. The resorts and exchange companies have the most contact with owners. I applaud TATOC’s
work in this area, as I know that several U.K.-based resorts make copies of Sharetime available to both owners and exchangers. You may think that talking about timeshare and getting involved in timeshare issues encompasses only the bad and will open up a torrent of ‘I hate my timeshare and I want out’ discussions. I strongly believe that this is NOT the case. Yes, there are issues that need to be discussed and there are ‘wrongs’ that need to be ‘righted’. Most timeshare owners report that they are satisfied. If there are wrongs that need to be righted, then the ‘good guys’ in the industry, of which there are many, should do whatever they can to encourage discussion and involvement. This will ultimately lead to the ‘bad guys’ losing business while the rest of the industry progresses. I’m continually accused of being too simplistic in my approaches to timeshare education and involvement. I’ll stick with my mantra of ‘an educated and involved timeshare owner is the industry’s best friend.’ I look forward to working with likeminded owners and organisations.
ISSUE 11 • Autumn 2012
Life in the day of: Roy Caligari Director at Resort Recoveries, specialist timeshare fee collection agency
A
typical day begins at around 8.30am by analysing emails sent directly to staff members who are personally assigned to each client case for collection. These emails may be from clients or owners, and are now the most common route for contact. Notifications of payments made via our website are also received by email, and these are advised to the client and recorded for invoicing by the case holder. At around 9am we hold a brief meeting to decide who will take responsibility for any new enquiries received overnight. We focus on cases where payments are promised but have not been made and ensure that all files are being dealt with appropriately. When we receive instructions to collect outstanding management fees, the process takes into account the requirements of the resort and the needs of the owners. We need to help achieve maximum income for the upkeep of the resort, while considering the needs of owners and ensuring they continue to visit their accommodation long-term. We want them to realise they are getting a first class holiday experience and value for money. The team needs to be au fait with all the idiosyncrasies of the clients and so our daily meetings allow information sharing and planning so that we can meet individual needs. After that the process of debt collection begins and continues throughout the day. Collection contact can be by written word or telephone, and of course there are times when owners can become unhappy about paying, especially if their financial situations change. Issues that do arise are not restricted to finance and our involvement can bring out a whole host of reasons for the nonpayment of fees. In addition to achieving maximum settlement of arrears our resort clients want to keep the owner ‘on board’ so we frequently have to adopt a ‘balanced view’ showing a proportionate level of empathy. We make sure that the same person deals with the owner throughout the process so we can build up some degree of rapport.
Resort Recoveries S p e c i a l i s t T i m e s h a r e F e e C ol l e c t i on
Roy Caligari is director of CBC International and is a silver affiliate of TATOC through its brand Resort Recoveries. Established in 1959, CBC is a debt collection agency and through Resort Recoveries specialises in the recovery of overdue accounts in the timeshare sector including the collection of outstanding management fees and finance payments. CBC holds the internationally recognised Quality Assurance Accreditation ISO 9001:2008, is licensed by the Office of Fair Trading and acts for some of the largest resorts in Europe. During a typical day we can encounter issues for withholding payment of fees such as: • Maintenance fees have risen significantly and there is no explanation as to why. Response – fees are reviewed by the committee at the annual meeting, which usually includes owner representation, and are increased in line with the expenses of running the resort. It is in your interest to pay the fees so that quality standards can be maintained. You did sign an agreement and are contractually obliged to pay the fees. • We were mis-sold by sales staff who promised XYZ if we signed-up but the promises never materialised. Response – Please let us have specific details of the promises you mention. Were these verbal or written? We will investigate and revert back to you with our findings. You have owned and used the timeshare for several years, why has this not been brought up before? • We were told that the timeshare would be an investment and we would be able to sell anytime. We have tried to sell however we cannot find a buyer as it is not worth the price we paid. Response – you have owned the timeshare for quite some time. At the time of sale it would probably have been true but investments and property values can decrease as well as increase so there are no guarantees. If you still want to sell we can refer you to TATOC and they will be able to advise you of a reputable organisation that can help to sell your timeshare. In the meantime the fees still need to be paid. • Too old/ill to use and cannot travel. Response – If you let us have details of your circumstances we can inform the resort and they will consider your position. In the meantime, the fees still need to be paid. • We haven’t been to the resort for years so why should we pay? Response – contractually you have an obligation to pay the maintenance fees. There may well be a rental programme offered by the resort, which may assist if you wish to enquire.
Quality checks take place throughout the day in order to ensure that efficiency levels are maintained and I am available to respond to any concerns that may arise. I am an accredited mediator, which means that any disputes that arise can be referred to me for amicable resolution if necessary. At the same time as our collection activity takes place we are in regular contact with our clients advising of progress and agreeing a way forward to resolve any issues that arise over payment. We keep them informed by email or spread sheet which provides a complete analysis of collections. This includes category of debt status by value so they know exactly where we are up to.
We feel that our success is due to the knowledge and understanding we have attained in the industry over many years. This is backedup by our specialist division ‘Resort Recoveries’ which shows that we know what we are doing. We operate during U.K. office hours and so as 5pm approaches we ensure that all outstanding emails have been dealt with and payments logged so that we are ready for the following day. We feel that our success is due to the knowledge and understanding we have attained in the industry over many years. This is backed-up by our specialist division ‘Resort Recoveries’ which shows that we know what we are doing. In addition, our quality assurance accreditation and membership of the collection services association, together with our affiliation to TATOC, assists clients to decide if we are the right people to deal with. We are able to take instructions on-line through our website, either individually or in volume through the use of our instruction spread sheet template designed specifically for the timeshare industry. We can also trace owners that have moved without notification to the resort and this allows fee collections that would otherwise be lost.
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Langdale:
THE LOWDOWN: • 100 timeshare units – 5-star, RCI gold crown status • 80 lodges, 14 apartments, six historic building conversions • Mainly two bedroom units sleeping six • Some one and three bedroom units • 56 hotel rooms – 4-star status • Four bars and restaurants • Spa and leisure facilities • 3, 900 owners • 200 full and part time staff
vision & action in the Lake District
With a host of awards for their green credentials and marketing activities, Langdale leads the way for today’s independently managed, forward thinking resorts. Sharetime spoke with the estate’s Dan Visser to find out more about the resort and its plans for the future. What is the history of Langdale? A local landowner, recognising the potential of the location, bought and developed the Langdale Estate as a holiday resort in the 1930s. By the end of the decade, accommodation comprised a small hotel, several furnished cottages, dormitories and a guesthouse. There were also a number of rustic sleeping cabins scattered around the 35-acre estate. This was it until 1981 when the estate came up for sale again. It was bought by a group of local businessmen who established the Langdale Partnership. The idea was to create a high-quality timeownership resort in an area of outstanding natural beauty. It was a time when second homes were in high demand and short supply. Some 80 Scandinavian-type lodges were carefully sited over an area of 35 acres and the small hotel was converted into an hotel and luxury country club.
Today Langdale is a truly mixed-use resort. How does timeshare fit into this?
How has the timeshare marketing and sales approach changed over the years?
By being a mixed-use resort timeshare owners have the benefit of a range of facilities that would otherwise not be available. Owners also play their part in supporting these facilities.
Over the past four years there has been a significant shift in the way all parts of the business are marketed. The resort’s marketing is only on-line and through PR.
How do you keep your resort attractive to today’s holidaymaker?
Print advertising and printed collateral such as brochures for marketing purposes started to be replaced by on-line three years ago.
We have refurbished all bedrooms to a much higher standard and improved housekeeping services. The design is more contemporary. Service and value throughout the business has been significantly improved. Langdale is still independently run - have you been tempted to join a larger hotel group or management company? No, the management company is well established at Langdale and works closely with the plc. and the owners club committee.
Timeshare sales were strong until four years ago (mainly due to the lack of available units to sell) and this has provided financial stability. In recent years the focus on a profitable hotel business has ensured the survival of the resort.
In 1996 Langdale was purchased by Langdale Owners plc, all Langdale timeshare owners, who thus have effective control of the entire resort.
It is important that resorts always offer a good quality product and have a strong marketing programme in place.
How has timeshare fared at the resort?
What would you tell a new entrant into the marketplace?
All the timeshare weeks have been sold so it has been very successful. In recent years the focus has turned to the hotel business to enable the resort to continue sustainably. The hotel has been taken to 4-star standard and Purdeys restaurant gained 2 rosettes. The hotel business has been profitable without timeshare sales for the last three years.
There is a separate owners version of the map that has information specific to timeshare units such as maintenance schedules.
Why has Langdale succeeded when other resorts have struggled?
In 1987 the estate was sold to Matthew Brown, a northern-based brewing company. Some months later Scottish & Newcastle Breweries, who had bought Matthew Brown, acquired the business.
There had been hotel holiday accommodation on the Langdale site for many years in. But in terms of a luxury product, timeshare was the first foray into this market.
We launched an on-line interactive map on the resort’s website. This was devised and specified by the marketing department as a means for browsers to truly explore what the estate has to offer.
Be very careful there is a market for your product. The way in which we consume travel has changed significantly in recent years so ensure your product is suitable and has longevity. What sets you apart from your competitors both in the hotel and timeshare marketplace? Quite simply it is our company and its structure. The timeshare owners are our shareholders. The need to implement the wishes of our owners to protect the iconic landscape/environment sets us apart.
As an organisation that uses on-line channels for marketing, social media plays an important part. Our philosophy is to encourage people to engage with us in whatever way suits them website, Twitter, Facebook, email and so on. We populate the media with appropriate content and it is up to the end-users which method they choose to engage with us. Resale weeks are also available through the Langdale website.
ISSUE 11 • Autumn 2012
What is the LangdAle app? The LangdAle app came from a desire by the marketing department to create our own smart phone application while at the same time benefiting the local community. The LangdAle app does this by promoting all the pubs in the valley. It has been a tremendous success not only with the users but also gaining a significant amount of PR. The app is a pub-crawl round the Langdale Valley taking in all the six properties. When and why did you choose to take an environmental focus – was it a business decision or an ethical decision? The origins of our environmental focus are linked to the purchase of the resort by the owners and their wish to protect the estate. This developed into The Tourism Conservation Partnership (later Nurture Lakeland).
Who is behind your environmental policy and how do you encourage everyone, guests and staff, to get involved? Every member of staff receives an element of environmental training within their induction. Guests can find information in their room or lodge or around the estate that helps explain our policies and the rationale behind them. Why did you launch your eco car-hire programme? The eco-cars are part of the Lake District Sustainable Transport fund ‘Go Lakes Travel.’ We are pragmatic in our approach to ‘the green agenda’ and accept that we will be unable to persuade our guests to give up their cars. Therefore we chose a fun, unusual car (Twizy) as a way to offer guests a very different way to experience the Lake District. We see cars as entertainment rather than car hire. We believe it will encourage people to try other electric vehicles and perhaps consider their own vehicle’s impact upon the environment. What are your environmental plans for the future? Plans for environmental projects are the introduction of hydro generation on site, the conversion of our own site vehicles to electric and the continued improvement of our waterways. As a resort what are you most proud of?
We re-discovered our environmental heritage seven years ago as we focused upon reducing waste and energy use. This spurred us into revisiting all aspects of our environment management.
Great eXpectations from Worldwide Timeshare Hypermarket
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orldwide Timeshare Hypermarket (WWTH), Europe’s largest re-sale organisation, has launched eXpectations - a product designed to solve two major problems: exit strategies for members who wish to discontinue ownership and the development of a modern, flexible holiday product for a new generation of owners. The product’s premise is simple: eXpectations is a private label club that provides holiday accommodation both in the club and to over 4,000 RCI timeshare resorts around the world. This accommodation is either exclusive inventory held and owned by the club or is made available through the exchange network.
There are many aspects of the resort to be proud of but the sustainable way in which all parts of the business are approached is becoming widely recognized. However the staff team at Langdale is what makes it really special.
Timeshare owners can apply to exchange their week(s) of ownership for eXpectations points. If successful the club takes over ownership of the week(s) and liability for management fees. In return, owners receive a number of eXpectations points, which can be used to book holiday accommodation and products. After three years owners can give the club six months’ notice with no further commitment or penalties. Each member receives a fixed yearly allocation of eXpectations points, which are valid for a two-year period. The points are like a flexible holiday currency and can be spent on resort accommodation or holiday options such as city breaks, car hire, cruises or tickets to tourist attractions at a selection of leading theme parks around the world. Other key benefits include: • Points can be borrowed, saved and extended; • Access to RCI platinum benefits as standard; • A free exchange as part of membership; and • TATOC individual membership
How important is an owners committee to your business activities? The owners committee is important, as it is a significant stakeholder representing the majority of the guests on site. The plc., management company and committee enjoy a good working relationship with generally shared goals. What is your business philosophy? We seek to protect the business for the long term; to create a sustainable tourism business for the community and Langdale valley within the context of the local environment in an area of outstanding natural beauty. The Langdale Estate is a very special place to be and one of the founding purposes of the company was to benefit and protect timeshare owners. The owners bought the company with the integrity and beauty of the estate uppermost in their minds. We, as guardians of that interest, respect those fundamental values and continually strive to embed them in the way that we do business, the way we care for our guests and our employees. We are ever mindful that the environment will be here for a very long time. It is our responsibility, as stewards of this business in which we are privileged to work, to leave it for the enjoyment of future generations of timeshare owners and their families. With a view to achieving this we are committed to doing business ethically, with integrity while always promoting the Langdale valley within the wider world.
Phil Watson, WWTH’s Chief Executive, explains: “Not only is eXpectations a super product for the next generation of owners looking for high quality accommodation, it also resolves the need for an ‘exit’ route for the very first generation of timeshare owners.” The company wanted to develop a simple club which timeshare owners could join without any detrimental impact on their own resort, and which allowed them to enjoy timeshare holidays for as long as they want. “As a company WWTH has always supported TATOC, so we have included free individual membership as well. This is an industry first. No other company has offered TATOC membership to their owners in this way before.”
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ADVERTORIAL ISSUE 11 • Autumn 2012
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A concept that evolved out of change Although timeshare was the best method of pegging holiday costs over the past 30 years, flexibility was limited, even with the exchange organisations. A new product presence was needed which had all the positive attributes of timeshare but none of the negatives. The need was met with the formation of AROMA in December 2010.
Adding AROMA AROMA falls within the timeshare industry but it is not timesharing in the true sense. It is a holiday club whose members receive certain rights which enable them to holiday in many destinations throughout the world. Members of the club do not acquire individual timeshare weeks but purchase holiday points. 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.
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. AROMA’s policy has been to acquire holiday properties mainly in the peak holiday periods and at the moment, a high percentage of the points held are in peak periods.
Conversion of a Timeshare Week AROMA has a unique facility allowing timeshare owners to trade in their timeshare in the name of the club for points to the value of the week - a useful option as needs change.
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 give points to their children or surrender surplus points back to the club. The AROMA system is the most flexible holiday option available and allows you to holiday anywhere and anytime, in any size unit. The choice is yours. The industry is moving more and more to 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.
No restriction is placed on the number of points the member may acquire and the member may purchase additional points at any time. The total of the members’ points in the club is represented by the asset made up of holiday accommodation owned by the club. Once the member has been allocated points he can book a holiday.
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 have three children and the other family’s children have all left home. Ideally the two families now need to swop each other’s weeks.
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, it has slowed sales down considerably as many entities struggle to adapt, however Aroma believes that it was exactly what was needed in the industry and has always been a firm supporter of considerable consumer protection and Aroma really is now in a position to be the Club of our time....
The system can easily be compared with that of a bank, where you deposit money into an
With AROMA, the family with a studio unit would be allocated points amounting to the
www.aroma.eu.com
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SHARETIME
Behind the scenes of the committee by timeshare owner and committee member Peter James
I
t has been an interesting and challenging 12 months for our committee. A year that demonstrates the importance of having a spread of available talents.
aspects of managing holiday resorts. Apart from the usual complaints about rising maintenance fees, owners know they can always be assured of a good holiday, thanks in no small part to the committee. This of course is its top priority.
Lakeview Country Club owners were upset by ever-increasing management fees for what was perceived as a reduced standard of holiday experience. They challenged the committee to ‘do something about it’.
The first discussions with the new management company revolved around assessing the current situation and deciding what could and should be done. This was not an easy task given the resort’s financial situation.
We realised of course that we needed not only professional help but also most importantly a professional management company that was prepared to use its expertise to obtain the right outcome for all timeshare owners.
However, a plan was formulated and implemented primarily by the new management company and supported by the trustees.
This led to a search for the right management company, helped in no small way by one of the committee’s relationships with TATOC. Until then the management of the timeshare lodges had been in the hands of the developer which resulted in a considerable conflict of interest. This is not the case at the majority of resorts where there is joint responsibility.
The trustees are a critical but often overlooked element of the timeshare equation. They are the company that holds and issues ownership certificates and holds the lease which governs the conduct and rights of you as owners and the developer. The recovery plan has now been running for nine months and it is pleasing to note that much has been achieved.
Indeed, one of my other timeshare weeks at a south coast resort has been through two developers and two management organisations during my twenty-year ownership.
Satisfaction levels and occupancy rates are up for owners and exchangees and there has been a small but steady increase in rentals. This benefits both the owners who do not want to use their weeks and the timeshare club which gains a small revenue.
The latest is a large international hotel and resort business with considerable experience in all
Of course there is still a long way to go to regain lost ground and continue to improve
the overall holiday experience. This is not so easy given the split responsibility between developer and management company - not an ideal situation. However the committee believes it can be done with good will on all sides. Through this difficult time it has been vital to maintain communication with owners to ensure we are following the majority’s wishes expressed during the AGM. With the increase of postage charges this has become an expensive operation. However letters explaining important developments have been sent to all owners. Why not electronic mail I hear you say? Well, not all owners have or wish to provide email addresses and we have an obligation to communicate with them all. So, life on a timeshare committee is not just a matter of attending a few meetings and organising the AGM. It is exciting, frustrating and sometimes very worrying. We must always remember that we were elected to the committee to try to ensure that owners have the best holiday possible. This goes for us as well. The committee is looking forward to a more normal time next year.
Club La Costa helps Afghan heroes
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lub La Costa World Resorts & Hotels has played host to the first military family to enjoy a holiday in the sun under the Give Us Time initiative. Captain Anthony Harris, 31, his wife Elizabeth, and two children, Felix (five) and Emily (three), flew to Tenerife in August to enjoy a week-long family holiday at the company’s Sunningdale Village holiday resort. Captain Harris, from Great Missenden, Bucks, was injured after his Jackal armoured vehicle was destroyed by an IED (improvised explosive device), which resulted in him later losing the lower part of his left leg. He serves in the Royal Regiment of Fusiliers and has shown huge determination to not only overcome serious injury but to dedicate himself to raising funds for service charities, supporting families whose lives have been changed by combat.
He said: “This is a great initiative to allow families time and space to enjoy each other’s company again after what can be harrowing times and truly life changing situations. My tour of Afghanistan was my sixth in seven years and during each one of the periods away my family worried about what was going to happen, and when I was injured it was a huge shock. “The military, my regiment and many service charities all played a big part in getting me to the point where I am now. It is a great privilege to be chosen as the first family to take part in one of these holidays, given so generously by individuals and companies like Club La Costa World. “After the tumultuous last three years it will be a welcome break to bond as a family again away from the recovery process.” A database has been established to register donated weeks and Club La Costa World was one of the first companies to sign up.
Since the launch of the initiative nearly ten years’ worth of holiday time have already been pledged. CLC World managing director Martyn Aldridge said: “Our service personnel do a difficult job. It’s important to show our appreciation and support the families of those who have lost loved ones or who are coping with long term injury.”
ISSUE 11 • Autumn 2012
Our favourite Spanish ex-pat tells us how things really are
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But I was thinking while we watched the different sports how great it was that everyone was supporting everyone else. It was like one whole world with one voice. And that got me thinking about whole things and bits of things and with timeshare always at the front of my mind I got to thinking about the one word that everyone is talking about - fractionals.
CAT Medal Advert 210x148.5mm v2(O).pdf
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So let’s take a villa for example. It is part of a timeshare club resort and you have two weeks in this particular villa. You have applied to become a member of the club and have the right to stay in the villa for these two weeks. Or you might just have been given certificates so you can stay in the villa every year. But you know that it is just a holiday. You do not own any part of the villa. That is timeshare. Now take that same villa and share it between, say, six people so they all have access to two months each.
Now I don’t know about you but when I went to school fractions were sums and part of the maths lesson. Not my favourite subject I have to admit but quite useful.
The upshot is that we all understand that a
After all, timeshare owners like us already have a fraction don’t we? I mean, my week is 1/52 of a year so what are ‘fractionals’ and what do they mean? Well, in order to enlighten you, I investigated keeping the box of chocolates in mind to help us.
ell what a summer we’ve had. Britannia’s red, white and blue have ruled the waves as well as tarmac, track and any other surface you want to mention. Gold was the colour we wanted and didn’t we do well?
Fractions definitely have their usefulness, especially when it comes to dividing a box of chocolates between you and three mates.
fraction is part of a whole. But how does that work in today’s timeshare world?
Well, these six people use a calendar to divide the year and make sure that they all have a fair share of the weeks. This means the same people do not have access to the peak summer months every year – or, in my mind, all the strawberry creams from the box of chocolates.
These people still do not own the villa but they have the right to use it for the time they have signed up for. So again this is 24/05/2012 09:05 still timeshare.
Finally we get to the fractional. This time take the same villa and instead of it being owned by a trustee-controlled company or a developer, a company owns it and these same six people have each bought 1/6 of the shares. Together they own the villa and have a registered legal right to it. They own a fraction of the company that owns the villa. When I first heard about fractional ownership I thought it might mean that one person owned, say, the bedroom while someone else owned the garden. Yes, I know, not practical but I did say at ‘first’. Of course with fractionals you still need a calendar to make sure no one pinches all the strawberry creams, or the best weeks. So that is Aunty Betty’s simple guide to fractionals: • Timeshare – Auntie Betty owns the box of chocolates and gives you access to a chocolate or two every year.
“
Auntie Betty’s guide to fractionals
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• Fractionals – Auntie Betty and her bingo friends buy a box of chocolates; we all put money in and share the spoils equally. So is life just a bowl of cherries? When it comes to fractionals it is definitely a box of chocolates every time. See you soon.
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SHARETIME
Timeshare: liberating luxury travel for millions
Travel & Leisure celebrates 20 years
By Terry Lee, from TATOC affiliate LiveShareTravel
O
wning timeshare is like having a passport to a more luxurious holiday lifestyle.
Years ago, when timeshare started, most people could barely afford to leave the country, least of all holiday in style. But timeshare resorts with their up-market facilities gave people options – allowing smart investors to enjoy a lifetime of great holidays. And 40 years on, it’s still achieving its goals: a lifetime of fantastic holidays around the world. Not every timeshare resort is luxurious, but the majority offer excellent quality and great value holidays. And this is something we should all promote. After all, the future of every timeshare resort is dependent on new people discovering the luxury of holiday ownership. Today there’s a huge focus on luxury travel. There is an increasing number of travel magazines, TV programmes and websites dedicated to elegant escapes. But, given the state of the economy, most people are looking for value for money from their luxury travels, too. We think everyone should be able to travel in luxury - whatever that means to them. We want to help people enjoy luxury travel and find deals for less and have written a book to help them do so. The Luxury Traveller’s Handbook offers up many ideas and tips for getting luxury for less and timeshare plays its part.
For example, on LiveShareTravel.com we highlight great timeshare deals at low prices, such as re-sales through companies like Worldwide Timeshare Hypermarket. We show how holiday exchange with companies like Dial An Exchange and RCI can offer extra value and lifestyle benefits from a timeshare purchase. We also provide tips on how to access luxury holidays for less such as timeshare rental weeks and tours. There are few better ways to enjoy luxury than timeshare: • Spacious accommodation – not merely a hotel room; • Quality facilities and resort amenities; • A home away from home; • A real and friendly resort community, which a hotel could never match; and • Consistency – owners know exactly what to expect and the standard of service they’ll receive at their resort. The Luxury Traveller’s Handbook, by Sarah & Terry Lee (Full Flight Press), is available in paperback and on Kindle and Apple’s iBookstore. For more ways to liberate luxury on your travels visit: www.livesharetravel.com/luxury-travel.
Top tips for enjoying luxury through timeshare • Take a timeshare tour – try a new resort in a new destination at a bargain rate. • Access special offers at your resort to enjoy more holidays with a timeshare rental. • If you’re a member of RCI or Interval International - deposit your timeshare week early to maximise your resort choices, and allow plenty of time to book flights at affordable rates. • If you’re a Dial An Exchange member - sign up for their monthly email newsletter for great deals and non-timeshare breaks through DAE options. • Consider new products like eXpectations. Launched recently by Worldwide Timeshare Hypermarket, it takes over maintenance fee payments and has added extras like RCI Platinum and TATOC individual membership. • Check for bonus weeks and late deals through your exchange provider.
T
ravel & Leisure has celebrated its 20th birthday - making it the longest-running timeshare re-sales company in Europe. The Sudbury-based company has been trading since 1992, working through the turbulent economic conditions and contending with the negative press which is often associated with timeshare re-sales. During the 20 years since its birth, the company has expanded from its home in the east of England to encompass six different international offices in Portugal, Russia, Norway, Taiwan, Romania and the Baltic Regions. In addition to these international offices, Travel & Leisure also has French, German, Italian and Spanish speaking timeshare specialists to handle the growing number of enquiries from Europe and the rest of the world. Established in the early 90s by Maria Mills-Farinas and business partner John Hepplewhite, Travel & Leisure has become a thoroughly international organisation through a combination of Mrs Mills-Farinas’ language skills and legal knowledge and Mr Hepplewhite’s influence and global business network. “I’d always felt there was a need for a reliable, independent international resale brokerage offering buyers and sellers from all over the world secure transactions and peace of mind,” said Mrs Mills. “Clients want to know their money and ownership documents are safe in solicitors’ hands. We wanted to build a truly international company, with professional multi-lingual staff, that people could trust to take care of their resale needs. “The resale market isn’t an easy one, and with timeshare things can get stale. We have a no-pressure resale service and that’s important.” Travel & Leisure is recognised by TATOC, RDO (formerly the OTE), ARDA, ATHOC, the U.K. Timeshare Council and the British Chamber of Commerce. In 2011 the group announced sales of just under £1.5 million.