Sharetime 8 - Autumn 2011

ISSUE 8 • Autumn 2011

Challenging timeshare negativity

Resort management an outsider’s view News from TATOC member resorts Radisson Blu Resort & Spa, Malta, TATOC’s latest accredited resort

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TATOC’s Taylor out and about

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t has been a busy time for TATOC executive chairman Harry Taylor who attended a number of owner and industry events spreading the association’s message.

Here’s his report:

The Crown Resorts AGM, Milton Keynes, October Crown Resorts held its 2011 AGM on Sunday, October 9, in Milton Keynes. Attending the meeting as a guest I was very pleased to see such a high attendance on such a dismal Sunday.

The AGM was upbeat and, like many other resorts, Crown has had difficulties with exchange rates and other costs. However, the winter refurbishment programme report was a real eye opener.

Some 260 apartments have received a full deep clean and a full maintenance revision.

Regulated smoke detectors were installed in all 454 apartments and new sets of furniture fitted. Refrigerators, microwaves, washing machines, toasters and coffee machines have been replaced and 264 mattresses (single and double) replaced in apartments.

On-going fitting of new soft furnishings - sofa covers, curtains, net curtains and kitchen blinds is in progress. Communal areas have been painted.

Nine special projects are also planned across the five resorts.

members who attended this two-day event.

Members were able to meet with senior executives, make one to one appointments with RCI exchange holiday planners and have the opportunity to be interviewed by the RCI Holiday Magazine team.

RCI presented an excellent programme highlighting the new and progressive developments introduced over the past year and explained what is to come in 2012.

Travel journalists Lisa Minot and Steve Keenan stated that they did not have a negative view of timeshare and asked for more information from developers.

The conference covered many topics, such as the need for the industry to offer a good quality, innovative product in order to survive.

Overall this was a good, well-presented and informative event.

On behalf of TATOC I gave an overview on our progress to date.

Dial An Exchange Member Road Show, Bournemouth, November

It was a pleasure to be with a group of experienced members who enjoyed their timeshare experiences.

Dial an Exchange invited TATOC to address its members alongside presentations from senior Dial An Exchange personnel and Worldwide Timeshare Hypermarket.

RCI, let’s have more of the same please!

RDO Industry Conference, Malaga, September Held at the Don Carlos Leisure Resort & Spa in Marbella and with the theme ‘Mapping the Journey’, I found the two days more upbeat than in 2010 and there was a confident buzz among delegates.

There were some superb presentations.

Motivational speaker Jim Lawless told delegates how it is “our inner tigers” that stop us from making our good ideas happen, and then he showed us how to “tame” them.

Paul Mattimoe, Harry Taylor and John Hughes

Over 250 members attended and the atmosphere was friendly and, dare I say it, fun. They were a serious and well-informed group of timeshare owners but there was plenty of banter back and forth.

The presentation from Dial An Exchange explained in detail how the system works and how best to use it. Many questions were asked, all positive.

The presentation from Worldwide Timeshare Hypermarket was informative and, that word again, fun. Phil Watson highlighted some of the pitfalls of dealing with scam companies and received a good response from the audience.

The TATOC presentation produced many questions and was well received.

If you would like me to attend your AGM or a resort meeting to give members news of TATOC’s activities and generally lend support, then please contact me on:

After the AGM it is clear the future looks good for members.

RCI Member Event, Leeds, September 2011 A rainy weekend in Leeds did not bode well but that did not deter the many RCI

harry.taylor@timeshareassociation.org.

Directors meet for annual round-up

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It was an informative and encouraging weekend. I was delighted to confirm that all the set targets and goals are being achieved and in some cases surpassed:

In 2008 we turned TATOC on its head and the weekends away took on a more professional and business orientated approach.

Renamed the TATOC board of directors annual strategy and performance review, it set out a five-year plan and implemented a series of targets and goals.

• Resort membership: target beaten • Resort accreditation: 28 resorts and more waiting to be accredited • Affiliated companies: 26 companies and more applying • Helpline: Year on year, calls are over and above projected numbers.

• Charity status: We are in talks with the Charity Commission and making progress.

n a sunny weekend in late October the TATOC board met at Pine Lake Resort for a weekend of reflection on the progress made over the past few months and to plan the year ahead.

• Information and communication: TATOC now features on Facebook, Twitter and other social networking sites.

• Free individual membership: To date there are 158 members who have joined through the Helpline, resort AGMs and industry road shows.

• Code of Conduct: Launched and proving very successful.

• Consumer guidelines: These are being revised.

• Resort Survey: Back in action and underway.

The list goes on and a full report will be given at the March conference.

ISSUE 8 • Autumn 2011

Helpline success

Conference update

with Mark Caldicott

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he TATOC helpline receives over 1,000 contacts by telephone and email every month. The majority of these are from timeshare owners with queries or questions that can be quickly answered.

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he theme of the TATOC Conference 2012 will be ‘Meeting tomorrow’s challenges’ – creating a better future for members, resorts and affiliates.

Speakers this year include Crown Resort’s Tim Cubley, Diamond Resort’s Susana Gomercic, and Paul Mattimoe from Perspective International.

However, some calls require more assistance from our team. Here is a case where the helpline team has been able to assist owners with great success.

“Several years ago we bought a timeshare membership. As it no longer met our family’s needs we decided to sell.

I looked on the Internet and found a company that explained they purchased timeshare points. I completed the form with my details and was soon approached by a company called Personal Travel who asked us to a meeting in Essex.

As we were keen to sell our timeshare points, we decided to attend. The meeting was very full on. They criticised the holiday points business and said they would take the points over. We had to pay them an amount of money and become an agent.

I was suspicious at first but they gave us all the figures and said we would earn money. My partner liked the idea that he would have a holiday agency and in the end we decided to go forward at the cost of over £10,000.

At first we did not hear from the company once we had paid our money. Then we received some paperwork but we hadn’t started our agency. We then became suspicious, saw Watchdog on the television and became even more worried.

Next I received a bill from Club La Costa for another year’s maintenance fee, which the company was supposed to have taken care of.

They hadn’t done this either so we became even more suspicious. We tried on several occasions to contact them and get our money back but we could not get hold of them.

I spoke to the Timeshare Association and they advised me what to do. If we had paid by credit card we could probably get our money back. Fortunately for us we had paid the deposit of nearly £4,000 by Barclaycard. The rest was covered by a loan so I didn’t know how we’d stand.

I applied to Barclays for a refund, as I had not heard from Personal Travel. They investigated the problem and decided to pay back the deposit amount, as it was not a bona fide company.

Keynote speaker is Craig Nash, chairman of exchange company Interval International.

I spoke with the Timeshare Association again and, as Barclays had allowed me to pay the deposit, they were liable for the balance of the transaction. I applied for a refund and I was so grateful when they paid this out. I could repay the loan, which was a burden, especially as we had nothing to show for it.

I would like to say thank you to the Timeshare Association for advising and helping us through a very difficult situation.

I would also like to thank Barclays for investigating the matter and returning our money.

Following on from last year’s successful conference, the event in 2012 will be held at the Park Royal Hotel in Stretton, near Warrington.

“It is a great venue for us and we are delighted to be returning.” said Harry Taylor, TATOC executive chairman.

“We hope that more of our members will attend the conference in 2012 and we have ensured that the delegation fees and sponsorship fees are as competitive as possible. With a great line up of speakers, we are sure that the conference will be as positive and motivational as ever”.

Finally to anyone finding themselves in my situation, don’t give up, keep trying and hopefully you will get your money back. I have now returned my points to the developer as they have changed their rules and they no longer penalise owners. This might hopefully put an end to some of these scams.

E.A. Hunt Raleigh Essex

Notes: Personal Travel Group, registered in Gibraltar, is based in Halesowen, Birmingham.

It offers the chance “to make great money and enjoy fantastic savings” by working from home running a travel agency. The cost to become involved is a one-off fee of £12,000 plus £12.50 a month.

Agents receive a 70 per cent cut of the commission on every holiday they sell. They also get £3,000 for every new agent they recruit plus 20 per cent of the new recruit’s commission.

It is not clear what this commission is or how long it might take to earn back the £12,000. However, the brochure claims: “With family and friends as customers and a couple of new agents every year, it’s not difficult to see how a very attractive income could soon mount up.”

Delegate booking forms and sponsorship information can be downloaded from the TATOC website.

Social media

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e are doing our best to use the latest social media to keep in contact with timeshare owners and our affiliates. So we have a new Facebook page and we are also on Twitter.

These forms of media are great for getting out the latest information in quick, easy to read, bite-sized pieces. You can then either visit Sharetime or the Timeshare Association’s websites for the full article or feature.

Find us on Facebook: “The Timeshare Association (TATOC)” and on Twitter: @HarryatTATOC

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New TATOC members Malta resort achieves the acclaimed TATOC accreditation The Radisson Blu Resort & Spa, Malta Golden Sands, has achieved TATOC’s prestigious accreditation award.

One of Malta’s five star hotels, the resort combines a blend of relaxing rural location, along with close proximity and easy transport links to the rest of the island The hotel features a 90-metre outdoor lagoon pool, children’s pool and indoor heated swimming pool, along with direct access to the private, fully serviced sandy beach.

Located within the Radisson Blu Resort & Spa is the Island Residence Club. Members enjoy elegantly designed and spacious residential suites with home-from-home comforts and a touch of Mediterranean sophistication.

The club is affiliated to Interval International.

Key features include: • Spacious accommodation ranging from studio, one- and two- bedroom suites to penthouse apartments; • Fully-equipped kitchens including microwave, dishwasher (excluding studios), separate living area, cable TV and DVD player; • Balconies with sea views; • Free high speed internet access; • 24-hour room service; • Twice-daily maid service including turn down facility; and • Club concierge service to assist with members’ holiday requirements.

In addition, the Heavenly Collection comprises nine unique and luxurious penthouses. Affiliated with RCI’s Registry Collection, the suites offer first class comfort and space. Key features include:

Setting the standard

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he TATOC resort accreditation programme was launched in 2008 as an independent award for resorts that meet the gold standard of holiday experience for guests and owners alike.

Harry Taylor, TATOC executive chairman, said the programme aimed to give full recognition to resorts “which are truly customer-driven in their approach to timeshare ownership and are willing to commit to all requirements of the association’s code of conduct.”

Resorts who apply for accreditation undergo an inclusive on-site inspection and audit. The process is rigorous, robust and comprehensive. The association believes it is essential that the award be seen as hard earned and meaningful.

Pergola Club Hotel & Spa The Pergola Club Hotel & Spa resort located on the island of Malta has joined TATOC. Located in the picturesque Mellieha, with views of the bay and the islands of Gozo and Comino, Pergola Club Hotel is close to the centre of the village’s main street.

Shops, banks, restaurants and bars are just a two-minute walk away. The largest and most beautiful sandy beach in Malta is just 1km away from the village.

The resort comprises 92 apartments over seven floors with a restaurant, bar, Internet cafe, games room and kiddies room.

Bespoke Asian & Italian furniture, Italiandesigned kitchens, marble and granite bathrooms, furnished terraces with barbecues and Jacuzzis, Bose surround sound system and centrally controlled lighting, air conditioning and fans.

Facilities include an indoor heated swimming pool, two outdoor pools with a children’s paddling pool, fitness centre, Jacuzzi and sun terraces with views over the village, valley and bay. The Da Vinci Spa provides an extensive range of health, beauty and well-being treatments.

Perry Newton, project director for Azure, the resort’s marketing wing, said that having endorsement already from the RDO, resort accreditation from a professional consumer body such as TATOC “strengthens our position within the holiday ownership business.”

The comfortable self-catering apartments offer superior accommodation and have an open plan design. All have an Italian- style kitchen with modern equipment including convection oven, microwave and electric cooking rings.

“Any resort applying for and passing the accreditation process will be declaring themselves to be open and honest operators – with nothing to hide and everything of which to be proud. In this way, the industry’s tarnished reputation can be repaired and improved.”

As TATOC is the only elected consumer association for timeshare owners in Europe, accreditation should be viewed as wholly independent of commercial influence, “not shrouded in politics or bureaucracy of any nature and something that is being conducted with the ultimate best interests of the consumer in mind.”

“Once accreditation is achieved, the resort will be continually monitored to ensure that it continues with the high standards expected.

“In this way, guests and owners can be assured that accredited resorts have not only met the criteria during the accreditation process but keep doing so.”

The resort is affiliated to RCI for worldwide exchanges.

Ann Jennings has been resort committee chairperson since 1989 and is assisted by Bryan Frost and Sylvia Wilde. The committee has built a good working relationship with John Grima, the resort’s developer.

Ms. Jennings said that, having watched TATOC grow over the years the committee felt it was now time to rejoin TATOC in the hope that “we can collectively be part of moving things forward within the industry.”

“This in turn can only benefit the industry and the end user. These are difficult times for owners and I look forward to being able to share and obtain knowledge and ideas that will benefit our club and its members alike.”

Said Mr. Harry Taylor, TATOC executive chairman, “This is a popular resort run by a very competent and forward thinking committee and management team and we are sure membership will be beneficial to them.”

ISSUE 8 • Autumn 2011

New TATOC affiliates

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hree highly regarded timeshare companies from the industry have become TATOC silver affiliates.

They are Nexus Leisure, one of the Canary Island’s most successful resort developers, management companies and rental businesses; Hutchinson & Co Trust Company, one of the world’s leading trustee organisations; and LiveShareTravel, one of the world’s leading online magazines promoting timeshare and fractionals products to travel and lifestyle investors.

Founded 20 years ago, Nexus Leisure has grown and diversified from sales and reservation agents to managing resorts and becoming involved in complete projects. The group also includes rental and estate agency businesses in the Canary Islands.

Today, Nexus Leisure manages three resorts in Tenerife and Lanzarote as well as operating the successful Compass Club and Compass Premier. Resort members also have access to the services of the Nexus Travel Club, an ABTA bonded travel agency.

Nexus Leisure’s group managing director Diana Aitchison commented: “We see our affiliation as another positive step in demonstrating the integrity within our industry.”

“Harry Taylor has done a fantastic job in bringing together various sectors of the industry and supporting owners. Many serious industry players from around the globe attended the last TATOC conference.”

“Having attended these conferences year after year we felt it was time to show our support of the organisation by joining and showing we are committed to its code of conduct.”

Visit us online here: www.nexusleisure.com

stakeholder facilities for collection and distribution of purchase monies.

It also contracts administration through to completion and issues ownership certificates, professional and efficient inventory control, as well as management fee collection services.

Managing director Veranne Wilkinson said: “We have watched TATOC grow and evolve since it began in 1989 and it’s become the leading shared leisure owner association in Europe.”

Visit us online here: www.hutchtrust.co.uk

LiveShareTravel was launched in 2010 by Maia Communications Ltd to showcase the very best in timeshare and fractionals lifestyles with news, features, consumer guides, resort listings and more. As well as being the destination for comprehensive information on timeshare and fractionals, LiveShareTravel has a host of travel and lifestyle feature content and videos.

As a TATOC silver affiliate, LiveShareTravel will collaborate with the association to inform, protect and educate consumers about timeshare and fractionals properties. They will take the latest news, information and advice on buying shared ownership products to a wider audience of existing owners and potential buyers.

LiveShareTravel will have a regular column in TATOC’s quarterly Sharetime Magazine (you can read their first contribution on page 29).

TATOC meanwhile will join in developing an educational base for interested buyers on LiveShareTravel – helping to take the site’s consumer guide to the next level.

Sarah Lee publisher of LiveShareTravel said: “We are really excited about our affiliation to TATOC. As an organisation it is rightly respected for the work it does in representing consumer interests and reaching out to the industry.

“We all know timeshare and fractionals are great travel products and we showcase their benefits in our news and features.

Working with TATOC we aim to offer more information that’s very important to them as they consider a shared ownership purchase.

Hutchinson & Co. Trust Company began more than 25 years ago as a collection agent for resorts in Portugal and Malta. The group has grown to become one of the top specialised holiday ownership trustees in Europe and the largest in India and the Far East. It now has offices in the UK, Spain, India, Thailand and China.

Among its portfolio of services, Hutchinson delivers all the documentation necessary to effect a sale and provides escrow and

“We’re also very impressed by the way TATOC has been moving forward in cementing relationships with government agencies, police enforcement and the legitimate industry. It has introduced a code of conduct for timeshare re-sales, launched a very successful resort accreditation programme and their excellent consumer helpline produces a monthly report aimed at stopping the scams that the public are subjected to.”

Visit us online here: www.livesharetravel.com

As silver affiliates, these companies will adhere to the TATOC code of conduct issued in August 2011. All companies wishing to affiliate to the Timeshare Association are thoroughly vetted beforehand and continually monitored. Further details of the code of conduct can be found on the Association’s website: www.timeshareassociation.org All TATOC affiliates can now be found at the new TATOC Timeshare Directory.

Visit: http://timeshareassociation.org/ tatoc-directory/

Spanish professor calls for an end to timeshare ‘myths’

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tourism expert at Tenerife’s La Laguna University has called for an end to the ‘timeshare myths’ and negative tales of harassing tourists that are tarnishing the industry.

Professor Vicente Navarro, was speaking during the course ‘Reflexions on the tourism sector in the Canary Islands’ held recently in Tenerife.

“It is not fair that the whole timeshare industry should suffer and be branded a fraudulent business just because of the unscrupulous actions of a few individuals,” he said. “There are many serious professionals working in this industry, and resorts of outstanding quality.”

Professor Navarro acknowledged that in the beginning of the timeshare industry, back in the 1980s, there was often confusion, irregular practices and harassment of tourists.

“But this prompted the authorities to introduce new regulations to govern these activities, and they have continued to evolve ever since.”

The current timeshare legislation established very special consumer rights such as a ‘cooling off ’ period in which to cancel a contract. It also demanded greater transparency and forbade ‘cold calling’ or harassing tourists.

Navarro emphasised the importance of the timeshare sector, which has 1.5 million households that own timeshare in Europe and generates more than 3.2 billion euros.

He explained that Spain is the European country with the highest number of timeshare resorts, most of them in the Canary Islands, followed by Italy, the U.K. and Ireland. The majority of clients come from the U.K. and Germany.

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ISSUE 8 • Autumn 2011

Resorts Association (CITRA) in 1987 as the secretary of the association.

In my view

At the end of 1989 she was approached to open an office in Tenerife for RCI and in the first three years helped affiliate 45 new resorts. She was promoted and moved back to RCI’s head office in Kettering, first in a business development role working with the points system and latterly as the director of resort services for Europe.

After 13 years with RCI she joined her current employer Nexus Leisure, for the last nine years as group managing director.

by Diana Aitchison, managing director of silver affiliate Nexus Leisure Biography

Nexus, a developer and management company, has resorts in the Canary Islands along with its multi-destination Compass Club. The company also has an estate agency, opened to deal with their ever-increasing property portfolio.

Says Diana:

Diana Aitchison, a timeshare veteran of 27 years, began as an OPC for Palm Beach Club. Moving to Global Resorts for two years she worked in the marketing department before a short stint at Club Olympus as director of marketing.

She then went back to work for Palm Beach chief Bob Trotta when he became chairman of the newly formed Canary Islands Timeshare

“I have seen so many changes in the industry over the years. When I began in 1984 there was a huge amount of marketing activity with resort OPC agents approaching clients on the street. Today, many resorts employ different marketing techniques.

“Nexus find new clients by dealing with resorts that have run into difficulties. Nexus does not have a sales team but generates new business by making arrangements with resorts that no longer wish to continue in timeshare.

Nexus finds a way to adopt those members into its own Compass Club.

“In the future I believe we’ll see more consolidations with bigger names coming into the industry.

“Resorts will cut back the number of apartments in order to offset the drop in membership numbers due to an aging membership base and an increase in members not paying their fees.

“Tight cost control and keeping maintenance fees at reasonable levels will become critical to retaining membership. Resorts will have to ensure they are offering the best value for money. The focus will be on keeping clients happy and it is essential they feel they are being looked after.

“Legislation has made it harder for new resorts to get into the business in the Canary Islands and the current financial position worldwide has also had an impact on new members.

“Diversification and looking at alternative ways of raising income is a necessity to the financial wellbeing of companies.

“For example, over the last couple of years Nexus has developed a very successful rental programme with their properties and is probably now the largest long-term rental company in Tenerife.

Anyone wishing to contact Diana for more information should send an email to dianaa@nexusleisure.com

Golf for good - ‘Tee by the Thames’ anyone?

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he 2012 Christel House Golf Tournament is coming to Badgemore Park Golf Club, Henley-on-Thames, for a special tenth anniversary fund-raising celebration.

On Monday June 11 teams of four players will begin teeing off after by a breakfast of bacon rolls and the day will be rounded off by a special industry dinner at the clubhouse with a prize-giving ceremony for the winners of all the different categories.

The year 2012 marks the tenth anniversary of the Christel House Golf international event, when competitions are staged around the world.

“We look forward to a wonderful day with a record turnout,” said Vivienne NoyesThomas, European development coordinator, Christel House.

Teams of players are drawn from the industry, from homeowners associations and from owners themselves.

“Not only do golf and fund-raising go well together, says Vivienne, “there’s the camaraderie and the competition, the teams, out-putting each other at the 18th hole, the stories at the bar back at the clubhouse, and the fact that the whole day and the dinner later are for a very good cause.”

“...there’s the camaraderie and the competition, the teams, out-putting each other at the 18th hole, the stories at the bar back at the clubhouse, and the fact that the whole day and the dinner later are for a very good cause.”

Last year’s European leg raised over £15,000 for the charity (every penny goes directly to Christel House) and the winning team was Club La Costa, with RCI in second place and the FNTC team in third. This year the sponsors and organisers look forward to welcoming friends, family and colleagues to Henley on June 11.

For more details of all kinds of sponsorship opportunities, large and small, and to a reserve a team entry, an individual entry or a place at dinner please contact Elizabeth Taylor at etaylor@uk.christelhouse.org, Vivienne Noyes-Thomas at vnoyes-thomas@ christelhouse.org or Amanda White at amanda.white@rci.com.

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The negativity of timeshare

by John Woodward, timeshare owner

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veryday we read and hear in newspaper headlines, on TV and in emails the scams that are reported from timeshare owners who have been “ripped off ” or received telephone calls from scammers promising to end their misery.

Is there ever any good news?

I have read a newspaper headline pertaining to come from an MP who launched a scathing attack on the promotion of renewable energy.

He labels it ‘the biggest scam since timeshare’.

What chance has anybody got of forming an opinion on timeshare other than ‘negativity’!

Another newspaper headline reads… One million British timeshare owners by 2014.

Hmm - sensational stuff. But when you read on one finds that is not quite correct and should read “If the trend continues, more than one million Britons may have timeshare property by 2014.” Something that appeared to be positive turned into negativity!

We see on TV families that have been ‘swindled’ out of thousands of pounds with a dream that they were promised: ‘The holidays of a lifetime’ with the end result - nothing. How can any viewer have an impression other than negativity!

Everyday while looking at our emails one is bombarded with advertisements to help solve our ever-increasing management fee problems. One reads later within the small print that an up-front fee is required. Again, all screams of negativity!

We look at the timeshare blogs and do we see much good news? Yes, but very little and any postings that start with useful ideas or information usually have a ‘slip-in posting’ of negativity!

How many times on holiday, during a conversation around the pool, have we heard of somebody’s next-door-neighbour who bought into timeshare on the promise of ‘a fortune’ only to be told that ‘it has run into difficulties?” Any close person will only think… blimey, what a load of negativity!

That telephone call saying that an unbelievable offer has been made for our timeshare. It’s mind-boggling how they do it. Can it be true? Of course it can, says the person on the other end, with payment of an up-front fee. On hearing that, what chance has the layman got of thinking of nothing but negativity!

But wait. I am not going to go into the politics or economics of this issue, as it can’t be all negativity. What about that guy and his family who you spoke to on holiday who enjoys his many timeshare holidays each year and some at half-price?

Is this an answer in itself? That we must communicate our many wonderful holiday experiences with others, try and make them realise that timeshare is for the family and a true way of saving money. None of this per person but per unit!

You never hear about the family who went on holiday in a timeshare unit and it rained most of the time but thankfully they had space inside the unit to enjoy themselves No, we always hear about the family who stayed in a hotel and were cramped. Never again, they say, we’re not going there again!

Yes, our family enjoys timeshare holidays.

Remember those wonderful experiences of our children and grandchildren enjoying themselves, making friends. Going back to your favourite resort, knowing that even if the weather is not to your liking you will enjoy it.

So, what of the planners, the architects of our future holidays, the ones who are trying to turn negativity into a positive, organisations like TATOC? All should be given encouragement to put value back into our purchase and embrace

The problem is he enjoys them so much that he hasn’t the time to tell all his friends because he’s looking for the next holiday!

Those wonderful experiences, moments to treasure and all at a fraction of the price, on a like-for-like basis, of staying in an hotel. The problem is he enjoys them so much that he hasn’t the time to tell all his friends because he’s looking for the next holiday!

those who are asking “shall we?” Positive comments will encourage them to come on board and enjoy those holiday experiences with us.

What are you waiting for? Our family has already spread the word: ‘Timeshare-for-value’.

Four Seasons celebrates 25 years

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he Four Seasons Country Club (FSCC) at Quinta do Lago, in Portugal’s southern Algarve region, celebrated its 25th anniversary in November.

The club is 100 per cent owned by its members.

Set across 18 acres, it was built to the highest specification by McInerney Holdings in 1986 and encompasses 96 comfortable villas and apartments accommodating up to four and six guests.

FSCC is celebrating this impressive milestone with the launch of three months of parties, fairs and one-off experiences.

Said general manager, Ian Pugsley: “For 25 years, we have been welcoming members through our doors. Whether they are on holiday or members of the local community, many thousands of visitors have come to enjoy our welcoming atmosphere and firstclass facilities over this time.”

Celebrations started on November 22 with a reception for long-serving members of the club’s team. More than half of the 145 staff have been with FSCC for 20 years, with a significant number also celebrating a quarter-of-a-century this year.

Said Mr Pugsley: “This commitment and longevity of service provides a consistency and unique family atmosphere that is unmatched.

The celebrations are our opportunity to say ‘thank you’ to our members, staff and the local community for all the support and good memories over the years.”

Other Jubilee events will include a charity Christmas Fair and Spinathon in partnership with a local charity, and a golf competition.

Club facilities at FSCC include: clubhouse; 24-hour reception and security; gymnasium; restaurant and bar; outdoor swimming pool, indoor heated swimming pool; whirlpool; hair and beauty salon; and a daily maid service.

Sports facilities include golf; games and snooker rooms; two-lane lawn bowls; floodlit 5-a-side football pitch, floodlit tennis and squash courts.

A children’s play area and crèche, business centre, mini-market, and clubhouse and tennis pavilion complete the facilities.

For more information on FSCC, visit www.fsccquintadolago.com/ or contact Julia Cardoso on: +351 289 357158.

ISSUE 8 • Autumn 2011

RCI adds more than 50 new affiliates to resort network

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CI has signed 34 new affiliations in the first six months of 2011, resulting in the addition of 56 new properties to the exchange company’s network of affiliated resorts.

The new resorts include Palmyra Resort & Spa, in Jamaica; Fiesta Americana Villas Acapulco, in Mexico; Inn at St. Ives, in Michigan; and Huangshan Grandview Resorts Hotels, in China.

The new affiliations have been added to RCI’s various exchange programmes – RCI Weeks, RCI Points or The Registry Collection, the world’s largest luxury timeshare exchange programme. Nine of the new properties are currently under construction.

Geoff Ballotti, RCI chief executive, said: “All of these destinations will give our subscribing members even more choice and flexibility in planning their next vacations.”

RCI has attracted affiliates with a variety of new programmes and services. In the first half of 2011, the company announced several new features that benefit both members and affiliates, including: • The launch of RCI weeks platinum membership, a premium tier that offers lifestyle benefits and exclusive exchange privileges; • RCI e-school, which offers affiliates free online training courses for employees; • RCI presenter, a new touch-screen sales tool used by affiliates to make cutting-edge presentations to potential new owners; and • The launch of two new applications for the iPad, which complement existing apps for the iPhone.

Huangshan Grandview Resorts Hotels, China

Said Gordon Gurnik, RCI president, “Our latest updates and achievements have been revolutionising the timeshare experience, and have led to RCI recently receiving awards for innovation from both the American Resort Development Association (ARDA) and the Global Networking Expo.”

“The real return on our efforts is the positive feedback we have received from our members and affiliates, and the new properties that have joined our network as a result.”

New Cypriot resort affiliates for RCI

C

The two resorts are available to purchase as whole ownership or fractionals properties in half, quarter, twelfth and twenty-fourth fraction options.

The villas can be divided into two separated properties. Part of the first floor has its own self-catered studio, with a separate private entrance, complete with kitchen, dining table, bathroom, bedroom furniture, a double bed and two single beds to cater for a family of four.

Akamas Resort is located near the Akamas Peninsula—a World Heritage site—but close to the beach and a variety of amenities and facilities. The resort is split into two phases, Akamas Hills and Akamas Views.

Akamas Views, the second phase, is a gated community of private villas and apartments, ranging from two-bedroom to fourbedroom properties, featuring private and communal swimming pools.

Villas at Akamas Hills all have four bedrooms, four bathrooms, two kitchens, and a private garden with a seven-metre heated swimming pool, two patios and barbeque.

All villas are finished in natural and locally sourced wood and stone, furnished to a five-star standard and fully serviced by a professional management team.

yprus Retreats has announced that its two resorts Akamas and Alexandria have affiliated with RCI.

Distant view of Cypress Retreats

Alexandria resort is a gated community of detached and semi-detached villas, all with private pools, and which are available to buy on a whole ownership or fractionals basis.

Each villa is built over two levels and features three bedrooms, lounge, kitchen and a private garden with heated pool.

Additional facilities include a patio dining area with barbeque deck and satellite TV.

Pool at Cypress Retreats

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10

SHARETIME

Travel insurance – don’t go on holiday without it

by Sharetime reporter

H

oliday insurance is an extra that holidaymakers would be mad to ignore. But as many of today’s timeshare owners reach retirement, finding the best value policy which covers any illness you have or had in the past is not always easy.

Langdale fought off stiff competition from a host of top European organisations to win the developer technology award in recognition of its innovative online estate map, which was created and developed by its own in-house marketing team.

The interactive map allows browsers to explore everything that Langdale has to offer, providing practical detail on all aspects of its estate, including timeshare weeks for sale and rent, site facilities, Langdale’s sustainability policy, hotel facilities and 360-degree virtual tours.

Age UK (previously Age Concern)

Age UK’s travel insurance is designed specifically with the over 50s in mind. It has no upper age limit and you can cover pre- existing medical conditions wherever possible. There is a choice of a single trip policy, or an annual multi-trip policy if you are a regular traveller.

Features of the insurance include: • 24-hour emergency medical assistance; • Cover for pre-existing medical conditions wherever possible; • Emergency medical expenses and other expenses up to £10 million incurred outside the U.K.; • Cover for medical equipment against loss theft or damage; • Personal belongings cover; • Cover for loss of deposit and cancellation charges; • Winter sports cover up to 17 days (annual multi-trip); • Cover for financial failure of your operator, travel or accommodation provider;

Good to go insurance “This is a new service aimed at those over 65. The company provides single trip travel insurance cover to travellers of any age. Single trips are up to 92 days.”

“The good news is that pre-existing medical conditions are covered. We listed our medical history on their on-line form and they also covered our grandson for free. The price was higher than Age U.K. but was for a longer length of time – a full 92 day trip”.

Many travel insurers keep their premiums low by not offering single trip travel insurance to those aged over 65. However Goodtogoinsurance.com has policies designed to provide cover to people who want to travel, whatever their age.

They also provide cover for people over 65 travelling with various medical conditions from asthma and diabetes to heart disease and cancer. Your travelling companions are covered on the same policy.

• 14-day money back guarantee - you won’t pay if you change your mind;

Features of the insurance include: • 24 hour medical emergency support;

• Free pre-travel advice Line for help with visas, passports, inoculations, time zones, bank opening hours, local holidays, motoring restrictions and other holiday concerns;

• Medical expenses up to £10 million;

• Free cover for children under 18; • Special group discounts for groups of ten or more adults travelling within the U.K. and • No administration charge for amending policy.

To get a quote visit: www.ageuk.org.uk/buy/ age-uk-travel-insurance or call 0845 600 3348.

You can also visit your local Age U.K. or Age Concern office.

L

angdale Estate, in the Lake District, has enjoyed great success this year winning a coveted title at the RCI Awards for Developer Achievement.

The awards reflect outstanding sales and innovation in the timeshare industry.

Harry Taylor, executive chairman, tested out two of the options available.

“We have used this before and it is a really good service. We listed all our complaints and the cost for a month long trip was high but definitely not off-putting. They even covered our 14 year old grandson who is coming with us.”

Langdale wins technology award

• Cancellation cover up to £5,000; and • Mobility aids up to £2,500.

To get a quote visit: www.goodtogoinsurance.com/travelinsurance-over-65 or call 0844 334 0160.

Note: Can you recommend a travel insurer? What has your experience been with arranging travel insurance for your timeshare holiday? Sharetime would love to hear from you at emily@sharetimemagazine.com

The RADA judging panel decided unanimously that Langdale’s interactive map added significant value to owners, buyers, potential guests and the timeshare industry, providing extensive and interesting information on the estate.

The panel also recognised that the interactive map is a concept that would work for any resort where there are multiple properties with a range of dates available, and so is a particularly valuable industry development.

Dan Visser for Langdale Estate said: “We are thrilled to have been recognised with such a prestigious award. To think we are currently among the best businesses in Europe is a real boost and we will continue to work hard to remain the best and maintain this status.”

Langdale Estate will be officially presented with the award in the coming weeks.

For further information on Langdale Estate and to view its award-winning interactive map please visit www.langdale.co.uk.

ISSUE 8 • Autumn 2011

spotlight on…

H

utchinson & Co. Trust Company Ltd. is one of the leading trustee organisations in Europe and holds the number one position in Asia. The company was formed at the beginning of the 1980s when its chairman and founder Peter Hutchinson started the company from his study at home.

Since then the company has been offering essential trustee and escrow services to the shared leisure industry. In 2007, the group undertook further expansion establishing Citadel Trustees, which is regulated by the U.K. Financial Services Authority and offers bespoke services to fractionals resort developers and promotes Alternative Investment Schemes. The Group currently holds in Trust or under management, more than $2.5 billion worth of assets.

Veranne Wilkinson, managing director, heads up the European division of the Hutchinson Group and is based at their U.K. head office in Surrey; the company also has group offices in Spain, Thailand, India and China employing more than 100 staff worldwide.

Sharetime asked Veranne a few questions about the role of a trustee and how she sees the future of the shared leisure industry.

Q: With offices around the world you must have a hectic day. Can you explain for us the role of the trustee in a shared leisure project?

A: I do indeed have hectic days, but I am fortunate enough to have an excellent and loyal team of professionals supporting me. One of my principal objectives is to develop our trust business and, in particular, the Citadel brand, with a focus on innovative investment projects such as fractionals products and Unregulated Collective Investment Schemes, which represent exciting business opportunities for the Group.

That said, whether a project be traditional timeshare or a complicated investment scheme, our role as trustee is essentially the same: to ensure that all the necessary due diligence checks and securities are in place in order to protect both the consumer and the developer and apportion at the same time the essential credibility factor to the product.

Our role does not stop after the initial set-up and sales phase of a project. We have essential on-going responsibilities such as annual due diligence checks to

Trustee Veranne Wilkinson, managing director Hutchinson & Co Trust Company Ltd.

Biography:

Veranne was born and educated in France where she graduated from the Université de Franche-Comté with a Masters Degree in Modern Languages and Business in 1995 and, earlier in her career, spent some time with Clifford Chance in Paris.

She has been in the shared leisure industry for over 14 years and has a wealth of knowledge and experience in the trustee operational and legal fields, having worked for the Hutchinson Group since 1996. She was appointed to the Hutchinson Board in 2005 and now holds the position of managing director of both Hutchinson and Citadel, together with all other European Group companies.

For more about Hutchinson Group please visit their websites: www.hutchtrust.co.uk and www.citadeltrustees.com ensure the protection of the assets held in trust, carrying out regular inventory or alternative assets audits and distributing funds or returns, according to the agreements in place.

Q: Has the new EU directive brought about significant changes to the old legislation?

A: The new EU directive has certainly leveled the field a little more evenly across the board and has brought additional consumer protection such as the 14-day cooling-off period and a total ban on deposits.

The directive has also increased the levels of disclosure in the sales documentation so there is a greater product transparency.

It also addresses, to a certain extent, the issue of holiday packs, which have caused considerable concern in recent years.

Q: In recent years, the industry has seen a decline in new developers and a consolidation of the existing ones – what is your take on the future of the industry?

A: The industry has indeed changed considerably over the last few years, but I believe the change is for the better and while there has been a decline in new entrants, those who are operating consistently offer high levels of quality and service.

“We have seen both an increase in the quality of resorts and services and also a vast improvement in how the various products are sold and marketed...”

Our developer clients are expanding their activities into new and more innovative products. There is a fast-growing interest in fractionals projects involving an element of investment, pooled-income or shared profits.

Without doubt the year ahead is going to be challenging but there is certainly very strong interest in the fractionals property market across Europe and much enthusiasm within the industry, so the outlook overall is a positive one.

Q: Hutchinson & Co is a founder member of the RDO - what is your involvement as trustees in RDO? A: We were founding members and we are on the board of RDO, representing fellow trustees in the industry. We played a significant role in the drafting of the original code of ethics for the RDO, which has created a more reputable and responsible industry.

We have seen both an increase in the quality of resorts and services and also a vast improvement in how the various products are sold and marketed, with increased levels of accountability and transparency, hence enhancing product credibility.

Q: The Hutchinson Group has expanded its portfolio of services through the creation of its subsidiary Citadel Trustees Ltd., can you expand a little more on what Citadel’s role is within the Hutchinson Group?

A: Citadel focuses on tailor-made services for fractionals shared ownership, buy-to-let hotel rooms, land development schemes, escrow and stakeholder activities and the operation of Unregulated Collective Investment Schemes.

Holding the additional FSA permissions has really led to us being able to expand our portfolio services to include financial products. We have been able to roll out our trustees experience into this sector, as we are able to hold the property, or assets, in trust, as well as provide the legal framework for our clients to bring their product to market.

11

ISSUE 8 • Autumn 2011

Platinum affiliate tackles re-sales head on

A

s the timeshare industry matures, its original owners get older and begin to face a variety of changing circumstances which affect their ability to travel and make the most their ownership.

This is a major issue for resorts, making the provision of reliable exit options and resale services more important than ever.

Silverpoint Leisure, with timeshare arm, Silverpoint Vacation Club, has tackled this issue head-on and developed a successful re-sales programme, but it’s hardly rocket science, according to CEO Mark Cushway.

“One of the things I’m always stunned at when we have industry meetings is the way we completely over-complicate the situation of creating an exit from ownership,” he told Steve Adams of RCI Ventures magazine.

“It’s really quite simple. You need to have a resale programme – among potential other products – that allows people to exit. You need to have a supply of buyers for those weeks and you need to be committed to providing that service.”

Cushway says Silverpoint is committed to providing a re-sale service at all of its resorts

by repackaging the weeks that existing owners want to sell and creating a new product.

opinions of current owners, something that Silverpoint actively encourages.

“What we’ve done is taken the product that these people might have bought 20 years ago and allowed it to be packaged into a new vacation club to be sold to a new buyer,” he said.

The other key element is ensuring there is a constant flow of prospective buyers. It’s a trickier issue, but one that Silverpoint has tackled by implementing a comprehensive range of marketing initiatives. These span new and traditional media, developing a brand approach and having a strong presence at airports, industry exhibitions and trade conferences.

“We sell an average of 3,000-4,000 weeks per year on behalf of members. Although it’s certainly an important part of our business, we’re also working on other programmes for people to be able to relinquish their weeks back to us.

“It all comes down to confidence. We’re confident that we’re going to have a sales machine that’s going to be able to find buyers for these weeks. Given our confidence and the fact we have a strategy in place, we’re probably a bit more flexible than most companies in allowing people different exit options.”

Cushway says confidence comes from having a product that provides a high level of quality and usability and instills a pride in its ownership. If prospective clients are going to buy a week that has been put up for re-sale they need to be assured that it is a good purchase, ideally by accessing the positive

Silverpoint launches showcase films

N

ew films showing Silverpoint Leisure’s range of products have been released.

The films, a year in the making, were created to give current and prospective members a real taste of the positive experiences they can expect from their Silverpoint holiday product.

First of the films, driven by member testimonials, features the innovative Silverpoint Vacation Club, a points-based holiday product in partnership with RCI. The film explores the people, places and journeys that make up the company’s corporate slogan. Featuring exotic destinations and Silverpoint accommodation, the film highlights the service, quality and flexibility that define a Silverpoint product.

The second, a stylish mood piece, is for Silverpoint’s exclusive Club Paradiso.

Featuring the lavish accommodation and exclusive destinations that define the cub’s portfolio, the film highlights the ‘champagne lifestyle’ of its customers who demand.

Silverpoint marketing manager Susana Thraves, said: “We feel the investment in these films is more than worth it. They give members the chance to immerse themselves in the sights and sounds destinations around the world and make the most of their membership.

These videos can be found on Silverpoint’s recently released social community website: community.silverpoint.com The Silverpoint corporate website is www.silverpoint.com

“This integrated approach ensures a buoyant market for those owners who need to exit the system,” explained Mr Cushway, who added that the introduction of new benefits had led to many owners changing their minds about selling.

“As an industry we can strategise till we’re blue in the face but the bottom line is that if you want to let people exit then you have to find a similar number of people who want to enter,” he said.

“To do that you need to be committed in your marketing, committed in providing that facility and find a financial model that works from a resale perspective. As long as you can do that then you’ve solved the problem.”

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14

SHARETIME

Resort round up

Refurbished El Rincon

Despite the gloomy economic conditions it is business as usual at TATOC’s member resorts. Here is the latest news from some of our members.

Cameron House The focus this season has been on fun activities for guests to enjoy. The float-plane is doing a roaring trade with many guests taking the beautiful flight up and down Loch Lomond, stopping at the at Cameron House jetty for a glass of champagne.

The Celtic Warrior, the resort’s own luxury loch cruiser, is also extremely successful

Float-plane on jetty

Crown Resorts

offering 90-minute scenic champagne cruises around the island cluster along the loch. The crew and guests are out whatever the weather.

Also recently introduced to the resort are Segways (the two wheel, automated scooter-style vehicles), which are a popular way to get around the resort. Great fun for everyone involved.

The Celtic Warrior, loch cruiser

Upgraded indoor heated pool

It has been a busy year at Crown Resorts. We are delighted to report that Wi-Fi coverage has continued to improve over the past year and is now available in all reception areas and in Cafe Marbella.

Access to Wi-Fi is also available in many apartments but it is not possible to guarantee access in a specific apartment.

The indoor heated pool at Club Marbella has been upgraded. As the facility is used least in peak season, we closed the area for one week in August 2010. Over seven days the team were able to: re-grout the base of the pool, install a new ceiling and lighting, repair the mural, construct a new reception area and varnish the poolside furniture.

It is pleasing to report that the effort put in by the staff meant that we met the timeframe that we set ourselves. Quite a feat.

Refrigerators, microwaves and washing machines have been replaced.

The team has also addressed health and safety issues. This has resulted in the implementation of smoke detectors in all apartments. Improvements have been made to the ramp access into Club Marbella and to the surface and appearance of the car park located in front of the Club Marbella reception.

Particular focus has been placed on apartment bathroom and furniture upgrades as well as on kitchen and floor improvements.

Every five or six years, the club calendar includes a week 53. This anomaly takes place again in 2011. As no member is deeded into week 53 it is available to members for rental. The normal price to rent week 53 in a two bedroom apartment is €490, but we are offering members (for their own use), a massive 50per cent discount. This reduces the price to €245. Other rental rates apply to week 52 and week one.

Apartment interior work has been complemented by a continued investment in soft furnishing replacements. Apartments have had full deep cleans and maintenance.

This week 53 offer is subject to availability and priority will be given to members who own week 52 and/or week one. Please visit the Crown website for further details.

While absolute priority has been given to the protection of the club’s viability, we are proud to report that, to date, some 121 apartments have been fitted with up-graded bathrooms.

New look furniture sets have been installed in 110 apartments.

Las Calas In addition to the great news regarding our new agreement with Club Leisure Group and Spice (more on this in the magazine), the committee has overseen a spend of €150,000 on refurbishing El Rincon, the bar/bistro/restaurant in the Las Calas 3 area.

This refurbishment took place without asking owners for an extra penny. The upgraded venue – now called 361 – is a high-class establishment and goes from strength to strength.

Plans are also now well advanced for a similar major upgrade of The Welcome Inn (the pub/restaurant in the Las Calas 2 area). This work will be undertaken in May/June 2012, again without a cash call on our membership.

To capitalise on the above upgrades, we are about to appoint a food and beverage manager who will oversee and co-ordinate quality and service in both on-site outlets and report direct to Rachel Littleworth, the resort manager. The recruitment process is under way and we expect this new key member of staff to be in post from early November.

Finally, Club Las Calas has taken up the challenge laid down at the 2011 TATOC Conference by embracing social media.

In addition to the Club Las Calas website - shortly to be upgraded -, we now have a lively Facebook page, Club Las Calas Official, with a couple of hundred followers, and we are active on Twitter, although the number of followers is smaller.

In parallel, we have been looking at our web presence overall and, as a result, have been working hard to raise our profile on TripAdvisor.

Thanks to our on-site promotion activities in the last six months, the high scores posted on TripAdvisor by our guests have elevated Club Las Calas from its original position of 35th to Number 1 out of 62 ‘specialist accommodation providers’ in Lanzarote.

Indeed, we have now been at the top of the charts for a month, thanks to the fact that most recent Las Calas visitors posting on TripAdvisor have given us scores of five across the board!

ISSUE 8 • Autumn 2011

Barnsdale recieved gold crown status

y in hist or

Barnsdale The Barnsdale team has been active over recent months.

The resort achieved gold crown status from RCI and exceeded in all categories.

The first phase of the wet changing areas has been completed with the second phase starting in early winter.

Rentals at the resort are hugely popular and the team has successfully introduced live on-line rentals with third party company Infotel. This is proving to be very successful for owners.

Finally the team has developed a pre-arrival welcome pack full of discounts, an A-Z of useful information about the resort and surrounding area and mews of leisure activities in Rutland.

Macdonald Spey Valley Golf & Country Club

Refurbished Aviemore dining area

Much progress has been made on all member sites in regard to refurbishment with over £15.5 million having been spent on sites during the last three-and-a-half years.

This is in addition to the on-going lodge refurbishment across all sites.

In Scotland, Macdonald Dalfaber Golf & Country Club has undergone a makeover and is now re-branded the Macdonald Spey Valley Golf & Country Club.

Offering opportunities to experience a variety of outdoor activities and the best of highland hospitality all year round, there has been a complete refurbishment of the reception, opening of the new Scottish steak club bar and grill and an up-grade of the indoor leisure facilities.

Clients staying at Macdonald Spey Valley Golf & Country Club can visit the nearby Macdonald Aviemore Resort. This has four hotels and an exciting range of dining options available throughout the resort.

31 new apartments

The Spey Valley leisure arena includes a lagoon pool with real waves, flume, sauna, steam room, whirlpool, technogym and spa treatments. The Spey Valley cinema, showing the best and latest 3D releases, while Spey Valley shopping offers a wide selection of luxury brands and fine food products.

Finally, there’s the Spey Valley championship golf course - recently voted one of the best in Scotland by the Top 100 Golf Courses of the World.

Heated indoor pool

Grand Holidays Club at Oasis Lanz

Recognising the current economic situation, Grand Holidays Club, a TATOC affiliate, has decided to waive the usual inflation linked increase to their maintenance fees. The levels for 2012 will remain at 2011 figures.

Said Grand Holidays’ Stephen Dodgson: “It has now been twelve months since we took over Oasis Lanz Club and the feedback we receive from members and guests via questionnaires is very positive.”

“Two apartments have been prepared so we can show members how the new units will look once the refurbishment is completed. It will obviously take some time to work through the whole resort and in the meantime we will endeavor to keep all apartments in a good condition.”

The refurbishment of the restaurant is almost complete and can offer different specials.

“We have signs by each of the swimming pools reinforcing the ‘no sunbeds reservation’ rule. Our lifeguards have been advised that it is their responsibility to make sure that the rules are followed.

“Following the routine inspection by public health we have now completed the installation of the automatic chlorinators.”

Macdonald La Ermita

Macdonald Hotels & Resorts have announced the opening of Macdonald La Ermita resort, in Spain.

Situated in the beautiful hilltop ‘white village’ of Mijas, on the Costa del Sol, the £4.3million project saw the completion of 31 new apartments, leisure facilities and improved underground parking.

BBQ time at Oasdis Lanz

Apartments have private balconies with superb sea views. Leisure facilities include two outdoor pools and a heated indoor pool.

Outdoor activities include a host of nearby golf courses, plus in the nearby village of Mijas a wide choice of quality restaurants and café bars.

If you have any news from your resort that you would like to share, send your stories and pictures to Emily@sharetimemagazine.com.

Refurbished apartments

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16

SHARETIME

Member stories In this issue of Sharetime we interview several timeshare owners who are members of holiday exchange company Dial an Exchange and find out why they bought timeshare in the first place and the holidays they have enjoyed.

Graham and Rosemary Nall, Owners at Barnsdale We have been owners at Barnsdale Hall and Country Club for about 17 years and originally bought there because of the outstanding leisure facilities and the beauty of the setting.

We live only 13 miles away from the resort and are lucky enough to have our children and grandchildren close by. The whole family have benefited from our ownership and all the grandchildren were taught to swim in the fantastic pool.

We became members of Dial An Exchange in 2002 and the family have taken a total of

45 exchanges and bonus weeks in that time.

We travel mainly in the U.K. and have had many great holidays in resorts such as Plas Talgarth, Powys; Forest Hills and Trossachs Club; Cromer Country Club, Norfolk; and, most recently, Hope Barton Barns, Devon.

We have also had some great family holidays in private properties including a large four-bedroom, three-bathroom barn conversion in the Durham Dales.

We are happy with our ownership at Barnsdale and will continue to use the club.

Neil and Marianne Thomson, Owners at Auchrannie Country Club We bought at Auchrannie Country Club 12 years ago. Owning the week has allowed us to take regular exchange holidays in other resorts but also to benefit from the fantastic facilities here on our doorstep.

We have been exchange members for eight years and have had a dozen exchange holidays using our timeshare ownership at Auchrannie and abroad. We have also taken advantage of an odd bonus week.

We particularly like to explore other parts of Scotland and have had exchange

holidays in the Aviemore area on a number of occasions, staying at both Scandinavian Village and Dalfaber (recently renamed Spey Valley Golf and Country Club).

We also like Perthshire and have stayed at Moness Country Club more than once and The Loch Rannoch Highland Club.

We will certainly continue to own at Auchrannie because the whole complex is well managed and the family all love being able to use the wonderful leisure facilities.

Claire and Tony James, Owners at Stouts Hill We had been interested in owning timeshare for quite a while, so when we went to Stouts Hill in 2003 and saw the wonderful facilities there we just signed on the dotted line.

Stouts Hill is a wonderful place to stay.

Stand in the castle gardens and the views are incredible on every side. There are beautiful walks around the property, and great places to visit such as Longleat Safari Park only 40 miles away.

Over the past six years we have had a number of excellent exchanges.

From Cyprus to Scotland, they always find

us somewhere perfect to visit. The facilities are very important to us and we can rely on the details we are given.

We have two school holiday weeks booked and are looking forward to going to Melfort Village, in Scotland, for spring bank holiday and then to the Parque del Sol Beach Club, Tenerife, in July.

We will certainly continue to own at Stouts Hill because, with the extremely comfortable accommodation, it’s just like a home from home and our teenagers love the wellequipped games room.

ISSUE 8 • Autumn 2011

Ann and Chris Moody, Owners at The Osborne Club We have owned at The Osborne Club for many years. I spent my childhood summers in Devon and had such happy memories so I wanted my children to experience similar carefree holidays.

My sister already owned there and recommended the resort to us and we thought it would be perfect to spend our holidays together.

The Osborne Club has been ideal for this: it has excellent facilities and is in a delightful location. We have had wonderful family holidays there.

When the children were young they loved the beach and the two pools and later they enjoyed using the gym and experiencing the nightlife of Torquay.

Now the children are all independent, our needs have

changed. We joined DAE in 2001 as the younger family members all like to travel to different places.

We have used their services eight times during the intervening years.

We had a family holiday over Christmas in New Zealand a few years ago and the children have booked weeks in Scotland and Spain.

My niece is very excited about her week at the Residence Amina Resort, Marrakech, in August of this year.

We will continue to own at The Osborne Club as we are very fond of the resort and still enjoy our time there. Our exchange membership provides an amazing variety of locations, which meets the needs of the younger family members.

“We have owned at The Osborne Club for many years. I spent my childhood summers in Devon and had such happy memories so I wanted my children to experience similar carefree holidays.”

Pat and Kevin Parrington, Owners at Pueblo Evita We have been owners at Pueblo Evita, Costa del Sol since 1998 when we bought a re-sale week in an elite apartment.

The accommodation is lovely and has everything we need.

The resort is well managed, in a good location, with straightforward access from the U.K. via affordable flights to Malaga and easy airport-resort transfer.

“We have never looked back since becoming timeshare owners. We like the flexibility of self-catering and the home comforts...”

We have been exchange members for eight years and during that time have taken four exchange holidays and four bonus weeks.

We have stayed mainly at resorts in the U.K. namely Craigendarroch, Melfort Village and the Auchrannie

Steven Dilley, Owner at Quaysiders Club I have owned at Quaysiders Club for about 17 years. We bought there because we love the Lake District, and the specific location of the resort is excellent.

I have been an exchange member for ten years and have used this service 15 times - mainly for exchanges but we have also taken advantage of their bonus weeks.

We love the Lake District and I often try to get a week in another part of

the lakes at a different time of year.

We have been to Langdale, Keswick Bridge and we are going to Underscar later in the year.

We also like the Algar ve and have exchanged to Oura-View Beach Club a couple of times which is lovely.

Another favourite is Anfi Beach Club, in Gran Canaria. This is a top-notch resort and we have been back again and again.

Country Club, in Scotland, Quaysiders Club, in the Lake District and Carvynick Cottages, in Cornwall.

We have also travelled to Lanzarote and New Zealand.

Our Lanzarote apartment was in need of refurbishment but all the other resorts have been absolutely excellent.

We plan to remain owners at Pueblo Evita and continue to exchange.

We have never looked back since becoming timeshare owners. We like the flexibility of self-catering and the home comforts of the wellequipped apartments experienced both at our home resort and exchange destinations.

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SHARETIME

Cold calling – how to protect yourself from the scammers

by Sharetime reporter

A

nswering the phone to a cold calling telemarketer asking about your timeshare is an all too regular occurrence.

Every month the TATOC helpline receives hundreds of calls and emails from timeshare owners about cold calling and the companies making them. From incredible re-sale offers to compensation-based group actions against timeshare companies, cold calling is happening more than ever.

The reason is simple. It works. Every day, people listen to the promises made by telemarketers and believe what they say without question – and it can cost them.

TATOC does its best to help. A list of companies undertaking cold calling is published every month on the TATOC website and the Association provides assistance to those who have fallen prey to any resulting scams.

a company continues with cold calling then the Information Commissioner and OFCOM may consider taking the company to court.

They can also call for harsher penalties to be handed down.

There are some interesting elements to the legislation.

Companies based abroad that call into the U.K. on behalf of a U.K.-based company, must comply with U.K. regulations and screen their call lists against the TPS. Organisations with which timeshare owners have an on-going relationship - such as a resort or exchange company - may request your consent and therefore be entitled to call you.

Changes to the way timeshares are sold

T

he American Resort Development Association (ARDA) reports that a majority of its member companies now offer rental programmes as a way to experience the timeshare holiday lifestyle.

And nearly half of timeshare purchasers rented first, according to research conducted

by Ernst & Young.

As the U.K. and European timeshare industries tend to follow U.S. sales trends this is important news for timeshare developers and marketing companies.

This new way of selling represents a significant shift in the way timeshare holidays are bought. With more than 5,000 timeshare resorts in 100 countries and the many benefits of owning a timeshare property, more consumers are exploring their options.

ARDA offers a few tips for would-be purchasers when in the market for a timeshare. In addition to renting, ARDA recommends taking a mini-vacation, finding a location you love and doing your research.

ARDA’s tips for a successful purchase:

But at a time when legislation is in place to protect consumers, what is the law regarding cold calling and how can timeshare owners protect themselves?

Unfortunately, many overseas timeshare companies who telephone the U.K. from overseas do so to avoid legal and selfregulatory restrictions.

It is clear that many people and companies are unaware of the recent changes in the law regarding cold calling.

TATOC would advise caution in responding to unsolicited sales and marketing telephone calls from overseas especially if they are asking you to send them money or use a premium rate phone line (numbers beginning with 09).

• Take a tour or a mini-break. Most developers offer interested buyers an opportunity to stay at their resort for a very reduced rate in exchange for learning about and touring the property. Contact the developers you are interested in to arrange this.

If you have been cold called recently and are tempted by what is being offered, here are some important tips to remember:

• Choose a resort and location that fits your lifestyle. Think carefully about what you value most in a holiday and travel experience, then explore the wide variety of ownership products and options available.

Original legislation was issued in 1999.

This saw the establishment of the Telephone Preference Service (TPS). After a number of amendments and updates, the relevant legislation today is The Privacy and Electronic Communications Regulations 2003.

With the main aim of reducing the number of cold calls, the regulations are clear: Cold calls should not be made to anyone registered on the Telephone Preference Services or to anyone who has previously requested that this does not happen.

Today, the TPS is the most effective way to reduce the number of cold calls. This is a central opt-out register where individuals register their wish not to receive unsolicited telephone calls. Registration for the TPS is free and takes 28 days to become effective.

It is a legal requirement that all organisations do not make such calls to numbers registered on the TPS unless there has been previous consent.

If a company fails to cross-reference their database against the TPS list and continues to make cold calls it can receive hefty fines (maximum penalty is £5000).

The Information Commissioner and OFCOM are responsible for enforcement. If

• Find out how they have your name and telephone number. No resort or exchange company sells or gives membership details to any third party company – even a law firm.

• Tempted by a re-sale offer? Ask yourself if you really believe your timeshare week is worth more than you paid for it. It is a sad truth that timeshare de-values once you have purchased it. If you’re told it is worth more than you paid for it, question yourself if this is true.

• Offered a wonderful gift if you attend a presentation or exhibition? Remember, there is no such thing as a free lunch.

If you are easily tempted, don’t make the appointment. You really can live without that plasma TV or iPad – but can you afford another financial obligation?

For further information on the Telephone Preference Service, you can register online at www.tpsonline.org.uk or you can telephone them on 0845 070 0707.

• Try before you buy. There are many ways for holidaymakers to ensure the right timeshare rental to meet their travel needs.

• Many developers offer points systems and the ability to exchange from your home property to others around the world. But be sure to visit that home property to ensure that it’s the best location and has the best amenities for you and your family.

• Be an informed consumer. Learn about the various types of shared ownership, from timeshares to private residence clubs. There is something for everyone. Also, learn about the marketplace in which you are purchasing.

• Make sure you are aware of the timeshare laws that govern the purchase process (you can find out more on the TATOC website under ‘legislation’). These laws address such issues as deposits, cancellation rights and disclosure requirements.

• Be careful when purchasing a timeshare product that sounds like a timeshare but might be a holiday pack which is just access to certain holiday discounts – without any ownership involved.

ISSUE 8 • Autumn 2011

Life in the day of: Paul Rosen Project director

Biography Paul Rosen, aged 40, is a Londoner who was last year made project director (PD) for Club La Costa World Resorts and Hotels, Malaga.

He began his career in sales upon joining Club la Costa eight years ago and was promoted first to assistant PD before taking up his current position.

Responsible for overseeing more than 100 sales representatives, he has been instrumental, with the company’s ICT department, in developing the highly successful, full-scale multimedia presentation now used on the company’s sales decks.

Club La Costa World Resorts & Hotels is a worldwide travel and leisure organisation. Now in its 27th year, operations include resort development and management, hotels, holiday rentals, a yacht club, and holiday and freehold property ownership. It currently has 28 mixed-use resorts worldwide.

“I am in the office by 8am so the very first thing I do is grab a coffee, before turning on the computer. But quite honestly I never have to do too much catching up with e-mails first thing in the morning.

They don’t build up because I am constantly checking them on my iPhone.

And yes, that means at home too. It drives the family mad!

Every day is a busy day and is governed by our credo: be absolutely meticulous and pay attention to every detail. It is very important to us to make sure that our clients have accurate information presented

at 10.30am. The afternoon is split into two, with sessions at 3pm and 4pm.

We have three different categories of client: first time buyers; ‘trial’ members looking at different options; and existing clients looking at freehold and new fractionals options.

To handle these groups we have three different sales teams, tailored to give their best help to clients, plus three management teams. They all have separate meetings each morning, and my aim is to be there. So that usually means that by 10.30am I have attended six meetings.

I usually pop into our restaurants at some point to make sure that all is going well with our clients who are enjoying a bite to eat during their tour of the resort. Then by 11.30 it’s time to review our state-of-the-art computerised multimedia programme.

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It’s an important tool that allows us to explain our products in a transparent, easy to absorb, and entertaining way. Our clients seem to thoroughly enjoy it and it’s played its part in our success. But it’s only as good as our up dating of it, so checking on any revisions forms part of my day, too.

Club La Costa Resorts & Hotels was a key sponsor of the race – part of an internationally organised series – which provided superb entertainment and offered top prizes of €500 each for the fastest waiter and waitress over the 100 metre course.

For example, if a client raises an issue that we think would benefit from being explained on the system, then we do something about it. Responsiveness is a key driver. We don’t take our eye off the ball. I grab a quick working lunch during which colleagues and I chat about various elements of the business.

Over 60 competitors ‘ran’ carrying oldfashioned tin trays on which were three liquid filled paper cups – glass was considered too dangerous under strict health and safety rules.

During the afternoon you’ll find me on the sales floors checking that all is well. At some point I will take the chance to talk to HR about recruitment and training, and make sure that the sales team has been matched up with clients on their way to the resort.

I get involved in mentoring and training, too. Our training is rigorous, and we want to be sure that our representatives are properly prepared before they make their way to the sales floor.

Every Tuesday morning is set aside for training, and with every change in our product range we run a new training course, which is a bit like our version of The X Factor! Every representative and manager must be assessed in front of a panel – and until they get a “yes” from us, the judges, they cannot see a client.

“We have three different categories of client: first time buyers; ‘trial’ members looking at different options; and existing clients looking at freehold and new fractionals options.” in as informative a way as possible. It is this imperative that shapes my day.

The building works in shifts. Some members of the sales team start their meetings with clients at 9am, and others begin their day

Waiters race for a €500 ‘tip’ on Spain’s Costa del Sol

I have usually left the office by 8.30pm but there is often still plenty of activity going on. I won’t have spent much, if any, time actually in my office and by the time I get home the messages will have started to arrive on my iPhone!

uengirola’s first ever waiters’ race took place on the town’s promenade earlier this year, watched by thousands of holidaymakers and locals.

A team of five waiters entered from Club La Costa resorts on the Costa del Sol but they missed out on the prize.

Disney characters, (also known as Club La Costa’s Team Marina staff ), were also in attendance, handing out sweets and balloons.

Azure’s Vacation Club has celebrity touch

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itish TV star Anne Davies recently visited Radisson Blu Resort & Spa, Malta Golden Sands to shoot a video for Azure’s Vacation Club.

The movie features stories by guests staying at the recently TATOC accredited five-star property.

Davies toured the resort to talk with holidaymakers about their experiences as members of Azure’s Vacation Club, situated within Radisson Blu Resort & Spa, Malta Golden Sands.

Grazielle Camilleri, Azure’s PR and media manager, said: “This video clip showcases our magnificent home resort and the magical island of Malta, and shows future members guest testimonials before they attend a presentation.

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Taxing the traveller Scary increase in tax will halt families from flying

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strong majority of MPs say additional rises in U.K. aviation taxes risk stopping British holidaymakers from flying in 2012, according to a new survey published by the Association of British Travel Agents, as part of its Fair Tax on Flying campaign.

In total 20 MPs and peers have urged the Chancellor to protect “ordinary families”.

Three out of four MPs say the government’s plans for increases in aviation tax (Air Passenger Duty) in 2012 may stop ordinary families from flying.

In a strongly worded letter to George Osborne, MPs and peers “urge the government to reconsider its plans to for a double-inflation rise in APD in 2012”.

The ComRes survey of more than 150 MPs is published ahead of the Chancellor’s autumn statement when he is expected to confirm a double-inflation rise in Air Passenger Duty in 2012. Next year the U.K. also enters the Emissions Trading Scheme (ETS), further increasing the price of flying for passengers.

They say the effect of a double-inflation rise in APD “will be a significant increase in the cost of flying abroad next year, at a time when many ordinary families are already coming under severe financial pressure.”

Key Findings: • Overall: 75 per cent of MPs say “further rises in aviation taxation may price some people out of flying”.

• Year-on-year: It’s a huge increase

compared with last year (October 2010) when just 39 per cent of MPs said the same.

• Cross Party: Conservative MPs are most worried: 83per cent agree that further increases “may price some people out of flying”.

• UK-wide: MPs in every part of the U.K. expressed concern over the cost of flying for their constituents, especially in London (78per cent) and the South of England (90per cent).

Recent data shows that holidaymakers are cutting back on flying. Office of National Statistics figures already show a decline in air passenger numbers from the U.K. to European destinations, falling 3.4m from 45.9m in 2009 to 42.6m in 2010.

There is also widespread opposition to aviation tax from flyers. In a survey conducted by ComRes in February this year, almost two thirds of consumers (63%) said the current level of tax was too high.

A Gatwick Airport spokesperson said: “We are a family airport. Our passengers pay £400 million in APD every year, which goes straight into the treasury’s coffers. It is difficult to understand why hardworking families, whose household bills are rising every month, should pay so much extra just to go on holiday. For many of them, its a luxury they save all year to afford”.

Brian Donohoe MP, chairman of an influential All Party Group on aviation, said that with so many MPs concerned about the impact of rising aviation duty on ordinary families, “the Treasury should change course and suspend its plans for the damaging tax rises. The government should be trying to support ordinary families, not adding to the financial pressures many are facing.”

Luke Pollard, head of public affairs at ABTA added that tax on aviation through Air Passenger Duty had risen disproportionately over the past five years.

“It’s clear that people are already being priced out of flying because of aviation taxes. We’ve already seen air passenger numbers fall from the U.K. to European destinations.”

“The Chancellor has the opportunity to arrest this trend and make sure flight taxes don’t put off the travelling public.”

APD background: • The UK pays the highest rates of aviation tax in Europe.

• Currently, a typical British family of four travelling in economy class pays £240 more than most European countries to fly to the U.S.A. and almost £50 more to fly to Europe.

• Many EU countries are phasing out their versions of air passenger duty to compensate for revenue to be raised elsewhere.

Updated TATOC Business Directory launched

by Sharetime reporter

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he Timeshare Association directory website of affiliated companies has been re-launched.

The online directory lists all silver, gold and platinum affiliates and provides detailed information about each company. All TATOC affiliates receive a free listing.

Timeshare owners and committee members can search the updated directory website for timeshare specific products and services. They can then contact these companies safe in the knowledge that they are TATOC affiliates and operate within

the guidelines of the TATOC code of conduct.

There are currently 15 service categories ranging from accountants and management companies to re-sale companies and trustees.

Over the coming months, TATOC aims to increase the number of affiliates on the site.

“Our aim is to make the directory the go-to place for timeshare owners and committee members looking for products and services from customer-focused, legitimate organisations,” explained Harry Taylor, executive chairman.

NOTE: Do you offer a product or service that might be of interest to a timeshare owner or committee? Would you like to be included in the Timeshare Association directory? Visit the site, click the register button and then follow the on-screen instructions. You will need to decide which affiliation package is for you and information can also be found on the directory site.

Affiliation packages, which include a listing in the directory, start from just £500 per year.

The directory can be found at: www.timeshareassociation.org/tatoc-directory

ISSUE 8 • Autumn 2011

Money, money, money

by Jennie Thompson, TATOC member

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his is the last in the series of articles that briefly explain what being a timeshare trustee actually involves.

a points system there have to be free available weeks and sufficient inventory to cover the points issued.

In one way this is the simplest area to understand as it deals with a subject dear to all of our hearts. Money.

What if the resort is not complete and never gets built and the developer goes bankrupt before the building is complete?

The protection given by the trustees with reference to money concerns the basic action of buying a timeshare, the spending of money for your purchase.

If the money has been paid to the trustee then you can be repaid or he may have retained sufficient funds to complete the resort. He may have released partial funds to the developer against architects certificates or quantity surveyors reports, which state how much needs to be retained to finish the complex.

In the first article we spoke about the OFT report and its recommendations re land and buildings and also how the purchase should also be dealt with, and how it should be paid to an independent body.

Pre-European Union legislation and the banning of deposits, this is exactly what happened. Full payment and deposits were not paid to the sales company but to the trustee.

This service is often referred to as ‘escrow’ services or ‘stake holding’. Just as the trust deed lays-out the responsibilities re the land and buildings, the ‘escrow’ or ‘stake holding’ agreement does this with reference to the financial transaction.

This agreement, signed by all the relevant parties, says exactly where the money should go when it can be released. Sometimes the financial aspect is included in the original deed of trust.

Why should your money go to someone you cannot see when you have this charming young man in front of you who is willing to take your credit card?

Sadly, on many occasions the ‘charming young man’ did get the money but in doing this you might as well have thrown it away.

There are many parties to be paid when buying timeshare. The developer needs the money to complete his building, the sales company needs to pay the salespeople and marketers and, of course, you want to be able to have your holidays, preferably in a completely built resort with facilities.

The trustee has the responsibility to keep the money until he is satisfied that you can get what you are supposed to, what in fact you have paid for.

In a straightforward timeshare what you have paid for are holidays in a fully-built resort; in

Many times the developer may have taken a loan to buy the land or develop the property.

Having an independent third party who can ensure that the bank gets a percentage of each sale is a way of giving comfort to the bank.

Yes, I know, banking and comfort?

So the money goes to the trustee and when all the conditions in the agreement have been met then it is released to the parties to the agreement.

This may be a percentage to the sales company, a percentage to the bank, trustee fees (yes, it is a way of guaranteeing payment) and the balance to the developer.

As it is a client account it is not accessible to the trustee either. Modern banking systems are thought to be very efficient and sometimes they are, but sometimes not. There is nothing like the telephone call from a developer who is expecting a payout on Friday at 14.00 to be told that the lines are down or that the money has not cleared!

Yes, the trustee is sitting on thousands, thousands of accounts, thousands of Euros or any other currency that you care to name.

BUT the money is not his.

Of course under the new EU law deposits cannot now be taken and if a resort is completed why should the developer or sales company ask the consumer to pay the trustee?

It delays the pay out and there are sales people and other suppliers to pay.

Law does not require it so why should it occur at all? There is no reason apart from ensuring that all parties get what they require from the contract.

Re-sale companies use trustees and stakeholding facilities. In this case the ownership certificate is returned, the documentation is signed, the money paid and once all these parts have been finalised the money is released and the new timesharer is registered.

“I can see what you are all thinking: this means the trustee is sitting on thousands. That is the whole concept of trust.”

I can see what you are all thinking: this means the trustee is sitting on thousands. That is the whole concept of trust.

Trust to hold the land and buildings on behalf of the members and also trust to hold the money to ensure that those that require the holidays get what they paid for and that the developer, who has taken the risk, gets his fees.

Trustees have to set up separate accounts for each client (resort) they have and also separate accounts for each currency. These accounts may be in different countries if the sales company has an active international sales force.

This is done to assist those consumers in that country pay their balances direct. How does the trustee know whose money is whose?

Well, each resort has a designated account; this is in the name of the trustee and is a client account therefore the money is not accessible to the developer.

The various codes of conduct for re-sale companies stipulate this.

Stake holding is also available in other industries. A trustee or independent third party can perform this service for a transaction when two parties are either providing a product or service to ensure that one party gets the product and the other the money.

This is not very dissimilar to the re-sale example. In these hard economic times it can be considered a sensible approach to guarantee payment or repayment if the goods are not delivered.

So there you have it, the life and times of a timeshare trustee, the ultimate in middlemen!

Jennie Thompson has been an industry professional for over 20 years. If you have found these articles to be of interest and would like more information please contact her on jenniet@leisuresolutions.net

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ISSUE 8 • Autumn 2011

Club Las Calas enters new sales agreement

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mixed-use (timeshare and selfcatering rental) family holiday resort in Puerto del Carmen, Lanzarote.

The agreement means that Club Leisure Group will promote and sell its Spice leisure product both on-site at the club’s resort in Lanzarote and via off-site marketing and sales activities.

The resort has four swimming pools, two on-site bar/ restaurants and a leisure complex, with gymnasium, squash court, sauna, kids’ club and cyber lounge.

he Club Las Calas Committee has announced that, under an umbrella agreement provided by the club’s management company (Resort Solutions Limited), it has entered into a strategic partnership with the Club Leisure Group.

Club Las Calas chairman Adam Johnson said that the committee felt that Spice represented a new and exciting future for holiday ownership, which perfectly complemented the service, quality and value for money that Club Las Calas already offers its members and other guests.

Linda Freer, managing director of Resort Solutions Limited, who had facilitated this arrangement, said the alliance was a key element in securing a successful future for one of RSL’s major client clubs.

Spice established at such a prestigious European resort.

Having achieved the RCI gold crown status in each of the last ten years, Club Las Calas is Lanzarote’s most popular timeshare destination, based on home owner and exchange visitor numbers, and is currently Number 1 destination on TripAdvisor for ‘speciality lodging’ in Puerto del Carmen, Lanzarote.

Club Leisure Group chairman Stuart Lamont said he was delighted at seeing

Club Las Calas was established in the late 1980s and now operates a 145-apartment,

Club Las Calas was the first resort to receive TATOC accreditation status.

Gearing up for GNEX

Developer panels will ring experts from around the world to discuss what works, what doesn’t and how to create solutions for guests in a challenging marketplace.

Mr. Johnson emphasised that they had chosen to go forward because of Club Leisure Group’s professional and dynamic approach and clear track record of success.

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he Global Networking Expo GNEX 2012 will be held January 31 February 2, 2012 at the Ritz Carlton Cancun, one of Mexico’s premier destinations and the only AAA Triple Five Diamond oceanfront resort in the world.

Timeshare and fractionals industry professionals will fly in for a ‘global meeting of minds’, including topics tackling what may lie ahead for the industry in 2012 and how best to deal with a changing and challenging economic landscape.

Sessions will highlight issues such as what it takes to ensure that projects will succeed, not just now, but for the lifetime of the resort.

John Spence, chairman, Karma Royal Group, is the keynote speaker and the expo includes a special line-up of some of the top names from the most innovative players in the industry.

The most prestigious social event of the expo is the Perspective Magazine awards gala dinner where coveted awards across more than 40 categories will be presented during the evening festivities at Hacienda Tres Rios Resort, Spa & Nature Park, located in Riviera Maya.

For more information, please visit www.gnexconference.com.

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European Commission to take action to enforce timeshare protection

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he European Commission is to step up legal action against Spain, Poland, Slovenia and Lithuania to ensure that consumers benefit from the protection granted under EU rules on timeshare sales.

The Timeshare Directive provides protection for consumers against timeshare contracts – agreements of more than one year under which the consumer buys a right to use accommodation, such as an apartment at a holiday resort, during certain periods.

According to the Resort Development Organisation (RDO), cases against ten other member states have now been closed after they recently transposed the directive into their national law.

“The EU agreed these common rules to protect its citizens against unwanted timeshare or timeshare-like contracts,” said EU Justice Commissioner Viviane Reding.

“Member states have had more than two years to do their homework. I am therefore very disappointed that some of them, including Spain, which is a major tourist destination and which hosts a significant timeshare market, still fail to provide the required protection to our citizens.”

All member states were due to transpose the new directive into their national legal system

by February 23. 2011.

As 14 Member States (Belgium, Cyprus, Czech Republic, Finland, Hungary, Italy, Lithuania, Luxembourg, Malta, Poland, Slovakia, Slovenia, Spain and Sweden) had failed to transpose the directive on time, the European Commission opened infringement proceedings against them on March 17, 2011.

Ten of these member states have since taken the necessary transposition measures.

However, Spain, Poland, Slovenia and Lithuania have not yet notified the commission of any such measures.

The commission has therefore sent them reasoned opinions urging compliance with the directive within two months time.

As soon as all member states have notified their transposition laws, the commission will carry out a thorough assessment of the overall quality and completeness of the moves.

Annual management fee survey re-launched

By TATOC board member and committee member for Langdale Resort, Fred Crouch

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he TATOC survey is back. All resorts in membership should have received either an email or hard copy of the survey, with a request to complete and return by a set date.

The survey this year has been sent out in two parts to make it easier to complete. The first part asks for general data that does not need to be updated annually. The second part goes into more detail and asks for data on fees versus size of units and what utilities are included. Response so far to part one has been good and we hope the same for part two.

Over the years members have eagerly awaited the results of TATOC’s annual survey of management fees relating to different sizes of lodges and apartments. This enabled members to see and compare charges.

For example, they could see how much other resorts were putting into their reserves for future refurbishment, as well as gaining some idea of what else was included within the management fee. This latter item is quite difficult to obtain in detail because of the various ways developers and management companies allocate funds.

The survey had fallen by the wayside for a few years, but we are now breathing new life into it in order to capture and update much basic data that we should have on record.

As TATOC becomes an increasingly important point of reference for many in the

timeshare industry, as well as in the media, government agencies - such as consumer affairs and the police - it is important that TATOC has accurate, reliable and up-to-date information to hand to substantiate the points that may be made.

As such the completion of the second part of the survey is key. The focus is on generating data about management fees for both lodges and apartments sleeping up to ten people.

Respondents may include details of any further types of accommodation.

who owns the resort, who manages it, whether the resort is part of a group and so on.

The first survey is really a catch-up on the usual housekeeping information and mainly for internal, administrative use.

We would like to have the results of the second survey available before the annual meeting in March 2012. Clearly, we would like to have a high level of response so that the conclusions drawn from the data are robust.

There is also a short section asking whether the management fee includes utilities or not.

Members are urged to support TATOC to achieve this; there is still much analytical work to be done once the surveys are returned.

“...it is important that TATOC has accurate, reliable and upto-date information to hand to substantiate the points that may be made.”

The first two surveys have been sent out to individual member resorts and to developers but if your resort has not received them, please contact TATOC head office by email at info@timeshareassociation.org or by telephone on 0161 237 3611.

At this stage we are only asking for the total management fee that is collected for each type of accommodation. We are not asking for it to be broken down into the details of how much goes into the reserve/refurbishment / maintenance funds.

Further surveys may be made into how the management fees are spent. The amounts allocated to various departments are likely to vary. How they are determined will depend on

ISSUE 8 • Autumn 2011

Face behind the business

Why timeshares are growing

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Our new feature takes a lighthearted look at key personalities from the timeshare industry by asking them about their favourite things. Phil Watson from Worldwide Timeshare Hypermarket was the first to take part.

Trends indicate that timeshare occupancy is overtaking hotel occupancy by a wide margin, according to a study from Ernst & Young.

The increased occupancy can be attributed to several reasons: • Timeshare holidays are much cheaper compared to hotel stays;

PROFILE: Worldwide Timeshare Hypermarket Name: Company: Phil Watson

Resides: Bournemouth

Nature of business: secondary timeshare market

philw@wwlg.co.za Email: Position: managing director Website: www.timeshare-hypermarket.com

FAVOURITE THINGS: Location?

Anywhere hot that has a beach.

Holiday resort?

Goes without saying: South Africa.

Shop?

I love some of the small men’s boutique shops in North London but not the chain style ones.

Style icon?

Sorry don’t have one as I dress to please my wife and myself.

Restaurant / pub?

Cuccinis Italian Restaurant, Bournemouth.

I’m not a lover of pubs but if I were to choose then it would have to be any quaint old cottage style one in the countryside.

Business icon?

Richard Branson.

Business?

Obviously the secondary timeshare market.

TV programmes?

I love programmes like Merlin and Judge John Deed - so a variety really.

Website?

The search engine site Google as I use that more than any other site.

Films?

I love any film that has good special effects like Avatar.

Newspaper?

The Daily Mail.

Actor?

I do not have a favourite although I am keen on John Hannah as I love the sound of his voice.

Actress?

Too many to choose from as they have all got different characteristics and looks.

Musicians?

Mick Hucknall and Simply Red CD? I have a varied taste and have many different styles in my CD collection from ‘Non Dimeticar’, by Aldo Romano, to ‘Ibiza Chillout’.

Food?

Italian.

Drink?

Whisky.

he timeshare industry may be plagued with scammers but it has not stopped its growth rate.

Magazine?

Jaguar car magazine.

Sports?

Show jumping, high diving and gymnastics.

Sports team?

None spring to mind as I am not into football but if I really had to choose I would pick the English rugby team.

Hobbies?

I love reading as it helps me to relax.

With whom would you like to be stuck on an island?

I think that I would be well and truly shot if I didn’t say my beautiful wife, Alison.

Personal description?

I consider myself to be a lover of life and one who tries to give rather than take, especially where family is concerned.

• Timeshares apartments are fully equipped with a kitchen and other amenities, allowing you to save up not only for rent but for food and luxury as well; and • Timeshare owners can go to their resort without the hassles of booking a hotel.

According to the American Resort Development Association, there are more than 5,000 timeshare resorts across 100 countries.

Most of these establishments have rental programs that offer variety for each vacation.

TATOC platinum affiliate Worldwide Timeshare Hypermarket believes there will be a million U.K. timeshare owners by 2014.

Previously, the timeshare industry was in a slump. However, with the struggling economy, Brits have been looking for ways to save on their holidays. And timeshares are a great way to do that.

Worldwide believes that these economic factors, along with new consumer rules and regulations, have helped raise the performance of the timeshare industry.

RCI debuts handbook on shared holiday ownership

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CI has launched a major guide to shared ownership showcasing the many benefits of operating within the sector to prospective developers and investors.

Creating Opportunity in Shared Holiday Ownership is a 52-page handbook packed with information about the industry - from where it began to its future path.

Dimitris Manikis, vice president of business development for RCI in Europe and Africa, said: “The Shared Holiday Ownership handbook sets out the reasons why timeshare and fractionals ownership are a great fit for many resort developers and leisure real estate investors across the world.”

For a hard copy contact Amanda White at RCI Europe

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Time to share a new perspective Background: Rob Kelsey has lived in Spain for more than 20 years and has worked for and advised a vast range of businesses and committees.

From CFO of the Supersol supermarket chain, which involved a series of take overs and a stock market quotation, to being the elected chairman of his local sports club in Malaga, in many ways a more difficult job, his knowledge and experience is both wide and diverse.

Rob is fluent in both English and Spanish and understands the local work place and business practices. His regular dealings with north European professionals and holidaymakers allows him to help his clients bridge the gap between different cultures, speaking to each group in language and terms they are familiar with.

by Rob Kelsey, who outlines his thoughts on how owners should evaluate their resort management and committee.

“In these difficult economic times the paramount challenge for timeshare resorts is maintaining membership numbers and the key to succeeding is superficially quite simple: Provide an excellent holiday experience at a competitive price.”

But do you know if your annual maintenance fee really reflects good value? When was the last time somebody had a good hard look at the operations at your own resort?

Most owners’ committees will contract for an annual financial audit - Rob carried out many in his days with Ernst & Young. The resulting reports are presented to the AGM to confirm that the figures prepared by the committee or management company present a true and fair view reflection of the way your money has been spent.

“What these reports do not give you is any idea as to whether this money has been spent wisely.”

Here are some of the questions Rob suggests you should be asking: • Are your key performance indicators above, below or in line with comparable resorts?

• Is your membership turnover better or worse than average?

• Are the annual maintenance charges billed and collected on time? Could the club make payment easier for you?

• How do your cleaning costs per

occupation stack up against the resort down the road?

Do you know how your resort is performing?

Over the last 18 months Rob has advised a leading independent timeshare club on a major contract review and evaluation of resort operations.

The project produced notional annual savings of around €500K, some eight per cent of revenues. Over the last year or so he has met many of the industry’s leading players and has enjoyed working in a sector focused on customer satisfaction at its most tangible level.

Rob has caught the bug and now wishes to share what he has learnt with other owners and resorts. He is confident that any organisation can be improved with as little as four or five days of impartial, independent perspective.

• Is your resort generating as much rental or commercial income as the clubs you visit on exchange?

• What percentage of such income actually gets back to the owners or stays with intermediary agents?

• Are refurbishment programmes properly planned over time to maintain your RCI status and trading power?

• Is your club exposed to fluctuations in exchange rates? Are these risks properly hedged?

Turning to committees and management companies, he says: Over time, the relationship between the owners’ committee and the management company can easily become a stable and unchanging one – that relationship might be love-hate, love-love or hate-hate.

However, the dynamics of long contract periods and long periods of service of committee members inevitably lead to owners losing a perspective of how their resort is really operating.

While we all admire and respect the time selflessly given by committees in protecting your interests, we must not forget that the relationship with the management company is, on the whole, one of well-intentioned volunteers against profit-motivated professionals.

“By this I do not mean any disrespect to either party. I do infer that independent professionals who can bring an impartial view to the table should, from time to time, review club governance. Their vision is not coloured by history and an ear undistorted by recurring (and often infinite) internal discussion.”

An independent advisor will always see something to improve, not because he’s brighter than the rest, but simply because he offers a fresh perspective to distinguish the wood from the trees, the trivial from the vital, the incidental from the critical.

The chairman’s role is vital in any committee, involving many hours of unpaid work and dedication. Running a club can however be more difficult than chairing the board of a big company.

Each and every member has an equal right to express a proprietary opinion; each committee volunteer feels a moral right (and duty) to have his or her opinion voiced.

Merely out of respect for the differing members’ views, it is so easy to become stagnated in detail and the analysis of detail becomes a habit that makes even the smallest proposal for action an excruciating and frustrating process.

A good chairman’s priority, however, will be to look five or ten years ahead and ask: what should the resort look like down the road, what will its membership/committee profile be, and most importantly, who is my successor?

Committees need renewing and also periodically need someone from outside to help keep focus on the big issues.

An independent advisor should have the confidence, expertise, experience and enthusiasm to act in the interests of timeshare owners, to help bring stability and ensure the long-term future of your resorts.

Rob Kelsey can be contacted through the Timeshare Association.

ISSUE 8 • Autumn 2011

Wise words from across the pond

by Lisa Ann Schreier, the timeshare crusader

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his issue, I thought I would share some misconceptions of timeshare that American consumers seem to hold near and dear to their hearts and my thoughts on what the timeshare industry can do to overcome those misconceptions.

1. The problem with timeshares is that they are forever.

Truth be told, that is NOT a problem, but an important benefit. The mainstream media and disgruntled timeshare owners have now latched on to the fact that if you leave your timeshare to your heirs, they have a bill that never ends.

What these same misinformed media people and easily swayed timeshare owners fail to realize is that there is no such thing as a free holiday.

The timeshare industry needs to be aggressive in calling out the media for propagating such misinformation. It’s time that we start to get the word out and if that means getting a bit aggressive, then so be it.

If your heirs are going to continue to holiday...and let’s face the facts here that holidays are something that everyone wants...there’s going to be a fee associated with those holidays.

While I wholeheartedly agree that some resorts have imposed skyrocketing maintenance fees, for MOST timeshare owners and their heirs the annual fees are far less than the cost of renting comparable accommodation.

The timeshare industry needs to be aggressive in calling out the media for propagating such misinformation. It’s time that we start to get the word out and if that means getting a bit aggressive, then so be it.

Timeshare can be a wonderful thing for some people: let’s start advertising the fact and dealing with the issues in a public forum.

2. The problem with timeshares is that they are a poor investment.

And so is renting a hotel, apartment or villa.

Shame on any timeshare salesperson who uses the ‘investment’ pitch to a consumer, but shame on the consumer who believes it.

While it is true that many timeshares are in fact based in real estate, it is not real estate that will go up in value.

Bottom line is that neither owning a timeshare nor renting holiday accommodation will make you money. You don’t holiday in order to make money. You shouldn’t buy a timeshare if you can’t afford it.

Again, the timeshare industry needs to be more aggressive in its public relations and outreach programs and face the naysayers head on.

This, combined with a real effort to throw out unscrupulous sales personnel will, in my opinion, do wonders for the general public’s feeling on timeshare.

3. The problem with timeshare is that the salesperson ‘forced’ me into buying it.

Utter nonsense... and here I put the blame squarely on the consumer, NOT the industry.

Every week, I get calls and e-mails from consumers claiming that someone “took advantage of me and made me buy a timeshare” and asking for help in “cancelling the contract.” No can do.

What is it about timeshare and timeshare sales presentations that cause ordinarily savvy consumers to lose their grip on reality?

Have these same consumers been “forced” to buy a computer when they went in to look at the new models? Or have they been “coerced” into signing a ten-year mobile phone contract?

No. First of all, please understand that the salesperson’s job is to SELL a timeshare.

Even if the salesperson is called a ‘holiday counsellor’ or an ‘associate’ or whatever fancy title the resorts can come up with, keep some wits about you!

The over-aggressive timeshare salespeople ARE slowly being replaced.

Again, I put the blame on the consumer in this case. If you come across an overly aggressive salesperson, get up and leave. The best way to ensure that these people are thrown out of the business is to NOT give them your money.

Reasons timeshare may be right for you

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here are five reasons why consumers buy timeshare, according to the American Resort Development Association (ARDA).

The organisation spotlights five key elements of timeshare ownership that differentiate it from conventional, oneoff holidays:

Value.

The typical hotel holiday can cost considerably more. For example, hotel rooms, unlike self-catering apartments, are not equipped for food preparation or sleeping extra family members or friends (the convenience of a pull-out sofa bed).

The cost of eating out during a week or fortnight “can really stack up”.

Quality.

The choice of timeshare resorts around the world is immense – from ski chalets to safari experiences, beach resorts and even cruises and canal holidays. Many resorts have an associated hotel, sporting amenities and on-site dining.

Familiarity.

A timeshare resort provides both the comforts of home along with the amenities one would expect at resort destinations. There are all the comforts of home as timeshare units typically feature two bedrooms, two bathrooms, a living room and a full-sized, fully equipped kitchen. It’s a great way to holiday if you have young children or are bringing family and friends.

Convenience.

Being able to return to your favourite resort or book the same quality holiday at another location. You can expect the same standards of accommodation, facilities and service when holidaying with a large developer/operator such as Macdonald, Hilton, Disney, DeVere or Club La Costa. If you feel like a change you can also exchange your week for another somewhere else through RCI or Interval International. The Registry Collection has a superb choice of luxury, fractionals properties in top class destinations.

Lifestyle.

Because timeshare is paid for up-front, timeshare owners benefit during a downturn as this year’s holiday has already been paid for. Timeshare owners often mention that one of the things they like most about holidaying at a resort with a ‘club feel’ to it, is seeing familiar faces and friends each year.

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Techie corner:

keeping up with Google

by Sharetime reporter

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our resort has a website, you add new and exciting content on a regular basis and promote it to your owners and rental guests. You even use Google adwords to advertise your resort. That’s enough isn’t it? The answer is probably not.

In this regular column Sharetime’s ‘techies’ take a look at how recent changes to Google’s search criteria may have had an impact on your site’s rankings in the search results.

Social media expert Jim Lodico has reported that Google’s head of search has announced that as many as 550 changes will be made to its search algorithm this year. The effects of these changes have already been felt with some of the world’s leading sites losing up to 90 per cent of their Google visibility.

Behind the changes was Google’s wish to weed out ‘content farms’ and those trying to play the system. Unfortunately, in the process a number of unsuspecting sites, including your resort’s website, may have got caught up in the fray.

As any resort can tell you, it’s hard enough to move to the top of the Google search rankings, let alone keep up with the constantly evolving magic that makes Google work.

However, for those looking to build quality websites for their resorts that achieve high Google search results, the key is to focus on publishing high-quality content that readers will want to share.

Here are seven tips from Jim Lodico to help your business and resort move to the top of the Google search rankings.

1: It’s all about the user Google is not out to penalise websites.

It wants to ensure that users find the information they seek on the first try. When it comes to search engine rankings, start by looking at the site from the perspective of the user searching Google.

Does your site provide the best, most relevant information for a given search term and, if not, what can you do to fix it?

out those publishing high-volume, lowquality content.

It’s now better to have fewer high quality pages than lots of low quality pages. Web pages offering little of value can now negatively impact a website. Removing these pages might actually help a website move up the rankings or recover from a drop in ranking.

3: Links: Focus on quality over quantity Incoming links have always looked good in the eyes of Google. However, this tactic, if overdone, is not as effective and can even harm a website’s ranking. For the resort website owner, this should come as good news. Instead of generating 50 articles with sub-par content, website owners can now focus on creating fewer high-quality articles or incoming links.

4: Make the most of social media It’s hard to tell exactly how much impact Twitter and Facebook have on Google search results, but at the very least we know that Google is providing real-time social sharing in the search results.

Google’s new Google +1 button and the ability of Google users to block sites take this a step further (you can see this feature on the TATOC and Sharetime websites).

Although it’s still unclear how Google is using the +1 button in its algorithms, users have been advised that blocking a site can have a negative impact on returns.

5: Let the search engines know you’re there

2: Content: focus on quality over quantity It isn’t enough just to publish text optimised for keywords. The quality of the content is now a factor. Google has attempted to screen

Once you’ve published high-quality content, tell Google about the content and make it easy for users to find. This means that meta titles and descriptions should closely match

the content on the page.

It’s also important to make the most of the SERP, the short paragraph showing in the Google search returns. Use this space to provide a clear description of the content and encourage users to click through to your site.

6: The truth behind duplicate content It’s not that Google penalises websites for duplicate content; Google just doesn’t show it in the search results. Instead of showing 20 pages with the same content, Google tries to present the most relevant and original content and omit the rest.

Users can still view omitted search returns, they just need to make an effort and most won’t.

7: Don’t overdo the advertising Too much advertising can also result in lower Google rankings. This again is a result of the company’s attempts to improve search results for the user. Google tends to equate an overabundance of advertising to lower quality or ‘spam’ websites.

Google is constantly evolving, but the fundamentals will always remain the same: high-quality content that people want to share will always do well. So it might be a good idea to take a look at your resort’s website content again – and keep looking.

With thanks to Jim Lodico.

Jim provides content marketing/business blogging services and small business website development.

You can find out more at: www.jalcommunications.com

ISSUE 8 • Autumn 2011

Showcasing shared ownership a great way to holiday Those of us who know timeshare and fractionals know what great ways they are to holiday – so let’s tell others, writes Terry Lee of LiveShareTravel.

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ccasionally you may holiday outside of your shared ownership resort. You might have a great time, but invariably timeshare owners are disappointed.

Perhaps the accommodation didn’t live up to the price or your expectations, or there wasn’t the breadth of facilities available. Maybe it just lacked atmosphere.

The reason being you’re accustomed to the lifestyle that timeshare brings - the value for money it offers and the community spirit it engenders. We know timeshare is an excellent way to travel, offering great value, flexibility, fantastic accommodation and a lifetime of holidays, but rarely do we read about this.

It’s easy to find negative stories about timeshare, but there is a mountain of great news about it that should be flooding the places where people look for information.

Timeshare needs its story to be heard by future owners if it is to survive and thrive.

At LiveShareTravel.com our purpose is to ensure that millions more get to hear the good news and become the timeshare owners of tomorrow. As new silver affiliates of TATOC we’ll be joining forces to further promote timeshare and fractionals, to owners and those new to it. TATOC as consumer champions are vitally important and we are proud to be associated with them.

So, how can we promote the great world of timeshare?

LiveShareTravel aims to align timeshare with mainstream travel and ensure it’s seen as just another great way to holiday.

We promote the benefits of ownership, explain how it works and most importantly sell the experience of owning by sending travel writers to resorts to live the experience and share all that’s good about timeshare and fractionals.

We write about the resort and what it offers, and also the destination beyond the resort to give a rounded view of the whole experience. As brand ambassadors we use features, photos, videos and more to highlight resorts on LiveShareTravel.com and also in print and online publications where we syndicate work.

We hope resort developers,

Plus, what better place to show off timeshare and fractionals resorts than where we chat daily with friends and family – on social media.

To read more visit

More than 640 million people use Facebook, 175 million Twitter, while three billion videos are viewed daily on YouTube, so we put information about shared ownership there in front of people – young and old alike – 50% of 42-62-year-olds are active daily on Facebook.

Facebook, Twitter, YouTube and

As newspaper and magazine sales continue to fall, Internet usage is surging and social networks are now the principal source for information, shaping people’s purchase decisions - people trust recommendations from a friendly source.

owners’ committees, owners and those new to shared ownership will find our work useful.

livesharetravel.com, or search for LiveShareTravel on more and join us. Only by telling people how great timeshare and fractionals is will we continue its success story.

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Hotel staff lack knowledge of local areas

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ccording to the website Big Hospitality, the large majority of people in the U.K. feel that hotel staff do not know enough about their local area. This significantly reduces the value of customer service.

According to a survey of 326 people by the Mystery Dining Company, 61 per cent felt there was “room for improvement” in the level of local knowledge demonstrated by hotel staff.

Are you a holiday driving disaster?

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survey has revealed the mistakes of Brits driving abroad – and men are the worst!

• 59 per cent of Brits who have driven abroad admit to driving errors when on foreign roads • 27 per cent of male drivers abroad have driven on the wrong side of the road, compared to 14per cent of women • Over one in ten Brits driving abroad have gone the wrong way round a roundabout

According to new research from carhiremarket.com getting lost tops the list of blunders for Brits who admit to making mistakes, cited by 67 per cent of those driving abroad. More than one in ten admit to going round a roundabout the wrong way.

Worryingly, nine per cent also confessed to trying to wind the window down instead of changing gear.

Over a quarter of men who have driven abroad have found themselves on the wrong side of the road, compared to just 14 per cent of women.

According to the poll of British adults, men are the worst drivers when it comes to making errors in foreign countries.

Over a quarter of men who have driven abroad have found themselves on the wrong side of the road, compared to just 14 per cent of women. Furthermore, 68 per cent of men say they have made errors while driving abroad compared to 62 per cent of women. Men were also found to have had more accidents.

Those from the London and the North West would be wise to be extra prepared

if they plan to hire a car abroad, as they have been awarded the ‘worst region for errors’ title.

Nearly three-quarters of those who have driven while on holiday admitted to making mistakes while five per cent from London say they have had an accident.

It may also be wise for drivers in Scotland to invest in a satellite navigation system, as they came up trumps for getting lost.

Nearly 50 per cent of drivers admitted to losing their way compared to 39 per cent on average. Drivers from Yorkshire and Humberside appear to be the most experienced when driving abroad, with only 56 per cent admitting to blunders.

Andrew Shorrock, from carhiremarket.com commented: “Even though women have historically been given the reputation of being bad drivers, this survey shows that it’s men who aren’t so prepared when it comes to driving on foreign roads.

“By taking a few simple steps and making sure you are prepared for a road trip abroad, dangerous mistakes and lack of direction can be easily avoided.”

The company recommends following these tips for driving: • Plan ahead and leave plenty of time for your journey.

• Make sure you invest in a map of the area before setting off.

• Get enough sleep so you are relaxed and can concentrate on the drive ahead.

• Try to have a passenger with you who can map read while you concentrate on the road.

• Be wary of local drivers who will be much more confident than you!

Just under a third of respondents said they found local knowledge to be “good” or “very good”.

“As tourism bodies look for ways to attract visitors from across the globe and to support the local economy, it’s important to assess the underlying conditions of the industry,” said Mr Steven Pike, director of The Mystery Dining Company.

The way people are made to feel when they visit a new destination – be it a city, hotel or restaurant – can have an enormous impact on how they perceive the experience and whether it represents value for money for them, regardless of what their budget is.”

The survey results demonstrate that there are still some “very distinct areas for improvement” in the hotel and accommodation sector, he said.

With the Olympics Games fast approaching, he said the U.K. hospitality sector was about to be thrust into the international limelight.

Recruiting employees who demonstrate both the right skills and demeanour for the job is important. ”But hospitality operators must remember that staff training – to ensure all staff members are confident and knowledgeable in the way they treat guests – is crucial to a successful operation.”

“We know that there is already a strong foundation to build upon.

However, continuing to listen to and act upon customer feedback is the only way to ensure on-going excellence in customer service and reinforce the good value for money that is on offer across the U.K.”

ISSUE 8 • Autumn 2011

Story of a visit: A Majorcan island adventure By timeshare owner Katrina Disken

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imeshare owner and editor of travel website thevacationownershipsite. com, Katrina Disken recalls her spring trip to the island of Majorca and her stay at Cala Pi.

spacious living room with satellite TV and a very large terrace.

My trip to Majorca began on the final approach to landing in La Palma airport.

Peering with curiosity out from the window seat I was welcomed by a landscape of a thousand shades of green enjoying the light April sunshine.

The highlight of the resort was the cliff access down to the coved sandy beach. The water here was an art work in itself, displaying every shade of blue, turquoise and lilac, tempting you to stay by its side all day. However, Majorca had other plans for me.

Our list of places to see included Palma and its immediate surroundings but Majorca`s amazing scenery could not be left unseen.

Our day trips around the island began with the capital, Palma.

On this trip we were staying in the small town of Cala Pi situated along the south east coast of Majorca. Cala Pi (named after the village) is an affiliated resort with RCI and with my points I was able to have a week’s stay in a two-bedroom apartment.

It took about 40 minutes by car from the airport to Cala Pi resort. As you drive from the main road down to the coast the resort is straight on the right hand side. The staff were welcoming and helpful.

The resort was not recently built but it had the feeling of being well maintained. Our accommodation was ample with two good-sized bedrooms and a sofa bed in the living room.

The living area included a separate kitchen,

On site amenities included a supermarket, restaurant and cafe.

The Cathedral La Seu dominates the approach to Palma and depending on the light seems to be built from gold. The great Catalan architect Antoni Gaudi`s contribution can be seen on the bobbled spires.

The narrow streets offered a selection of cafes and plenty of browsing in the shops. Paths enabled one to walk along the coast for quite a few miles and enjoy the views of the sea and return with La Seu in sight.

After an amazing time in Palma, we headed to Soller and Deia.

Soller is known for its citrus groves but driving there is an experience on its own.

Heading from Palma towards Soller, the Sera de Tramuntana mountain range starts to rise

Interval International welcomes new Hungarian resort...

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nterval International has affiliated Velence Resort, on the shore of Lake Velence, some 37 miles south of Hungary’s capital, Budapest.

Described as a ‘one-of-a kind’ property situated midway between Budapest and the popular resort town of Lake Balaton, the resort offers holidays off the beaten path.

The timeshare units have private balconies, fully equipped kitchenettes, satellite TV, and Internet access. From the resort’s beach and boardwalk, guests have panoramic views of Lake Velence, Hungary’s third largest lake, renowned for its healing properties.

The on-site wellness facility features three mineral pools filled from the resort’s own thermal spring. There are many types of saunas as well as steam cabinets, plunge pool, and an ice cascade.

A whirlpool bath provides extended relaxation and a Tepidarium, a high humidity salt

and a real treat is waiting for you. There are two options to get there: either the mountain route or via the by-pass tunnel, which is the one I chose.

The town has two distinctive parts. The first is set in the valley with a cosy square with its selection of cafes and an energetic atmosphere. A kilometer away is the port of Soller, offering a unique selection of bars and restaurants (mostly owned by past tourists who decided to stay on Majorca).

Beyond Soller is the village of Deia. The famous British writer Robert Graves lived here and his house can be seen just before you enter the village. The views around the Deia are stunning but wait until you get into the village to enjoy them.

The coast road is very narrow with only a waist high stone wall separating you from the sea. The village has a marvellous selection of fine restaurants with terrific scenery and it is well worth the rather scary drive.

Our stay in Cala Pi had many advantages. The location was peaceful and private as it was separate from other resorts. It proved to be a great travel base as the towns along the coast and Palma could be visited in day trips.

It was also easy to venture inland, too. Once again we had a rewarding experience using my points at an RCI affiliated resort.

...and adds new ski resort to portfolio

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chamber, and Kneipp Bath, a pool of kneehigh cold water lined with round pebbles, are available for treating specific aliments.

Guest also may book water-based thalassotherapy body treatments and facials and choose from a dozen styles of massage.

The on-site facility also hosts a full schedule of classes along with personal training services.

In addition to the spa, the resort has a number of on-site amenities such as a bicycle trail, clubhouse, marina, restaurant, and beach bar. The child-friendly environment includes playrooms, a children’s pool, a playground, and children’s programmes during peak season.

“We’re proud to add our unique imprint to Interval International’s quality worldwide exchange network,” said Gábor Toth, managing director of Inseln Kft, the developer of the resort.

nterval International has affiliated Residence Rio Falze, in Madonna di Campiglio, a ski resort in the Italian Dolomites, which offers alpine skiing from December through April and is a mecca for hikers from June to September.

“Residence Rio Falze is surrounded by stunning scenery and provides access to a full spectrum of sports and amenities in winter or summer,” said Darren Ettridge, Interval’s senior vice president of resort sales and business development for Europe, Middle East, Africa, and Asia. “It’s a wonderful addition to our worldwide exchange network.”

Just over half of the 89 units at Residence Rio Falze are one-bedroom apartments, complemented by 20 studios and 20 twobedroom units.

All have a large balcony and kitchenette with microwave, as well as satellite LCD TV. In addition to its own ski school, the resort has a sauna, reading and games rooms, laundry services and a parking garage on site.

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Charity school celebrates 10 years of teaching success

by Sharetime editor, Colin Collins

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elebrations to mark 10 years of bringing free education to disadvantaged children in South Africa were staged in Cape Town in November.

The Christel House facility was opened in 2001 in rented church buildings.

Some 350 children from the deprived areas of the city were enrolled into a school especially designed to give disadvantaged children the opportunity to break the cycle of poverty and get a better start in life.

The Christel House movement was founded

by Mrs Cristel deHann who, with her husband, launched RCI to the world of timeshare in the early 1970s. They were subsequently divorced.

At the end of the 1990s she sold RCI – and launched Christel House as a project aimed at providing free education to children from desperate backgrounds.

The first school was launched in Mexico City, to be followed by others in South Africa, India, Venezuela and Indianapolis, U.S.A. The Cape Town school has expanded considerably since its inception. Pupils are

now accepted from Grade 1 (five or six years’ old) through to matriculation status.

There are currently well over 700 ‘learners’ – and they have achieved remarkable educational results. The last Matric results showed, for the second time, a 100 per cent pass rate compared with the 63 per cent achieved throughout the South Africa school system.

A high proportion of these graduates passed at university-acceptance levels while others moved to more technically orientated further education.

Individual students have also visited colleges in the U.S.A. to expand their studies.

Throughout their Christel House life, children receive free meals, school uniforms, free travel to and from their homes – and free education.

Christel House also provides a range of social and health services. In addition there is on-site nursing practitioner who provides treatment for illnesses or injuries, regular medical screening and eye and dental check-ups.

Unlike other schools, CHSA has a longer teaching day – from 08.00 to 17.00.

Funding comes from contributions made by donors – including timeshare owners, developer and marketers - throughout the world. Many of these contributors attended two days of celebrations at the new Christel House School, which was opened in Otterly, Cape Town, some three years ago.

All donations go directly to the children’s education. Central administrative costs are met from a trust established by Mrs deHaan.

During the birthday celebrations, Mrs deHaan paid tribute to the teaching staff, some of whom invited Matric students into their own homes where facilities for homework were quieter and more conducive to study.

Finance Note: Many European timeshare owners contributed to the school, through paying an extra £1 on their maintenance fees.