Sharetime 12

ISSUE 12 • Winter 2012

Avoid

re-sale pitfalls

SILVERPOINT

customer satisfaction drive

The Four Seasons story

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SHARETIME

Season’s greetings from Harry Taylor TATOC executive chairman

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elcome to the last Sharetime edition of 2012.

Readership of the magazine continues to increase and from e-mails and letters we have received it is proving to be a useful resource for timeshare owners.

This has been an amazing year for the association. We have attended a number of industry conferences such as GNEX, ARDA and RDO meeting with industry professionals from around the world and furthering the consumer cause.

More resorts have been recruited and individual membership numbers have increased dramatically. The industry continues to recognise the importance of TATOC affiliation and, to date, 25 have signed up to the TATOC code of conduct.

wider audience. We supported International Timeshare Appreciation Day and hope that the event in 2013 will be an even greater success.

Over the last four years TATOC has been helping a resort in Cornwall that had been experiencing problems with the developer.

It has been a long and acrimonious road but I am delighted to report that it has ended and the committee is now planning a secure future for the owners.

This is another example of why resorts should be members of TATOC as the support we can provide to committees and owners is invaluable.

At the TATOC planning weekend held in October, the directors reviewed the five-year plan that started in 2008. There have been

or visit the TATOC website - but be quick!

So what will 2013 bring? TATOC will attend more resort annual general and resort committee meetings; there will be new resort memberships, accreditations and company affiliations and intensive discussions with government agencies on a wide range of subjects all aimed at improving the consumer timeshare experience.

It is also important that we continue to work closely with the industry. This sometimes leaves TATOC open to criticism from people who believe it should be a “them and us” situation.

The past five years have proved that this approach does not work. TATOC works as an independent body with all sections of the legitimate timeshare industry.

‘We will continue to do our utmost to protect and work for the consumer against scamming in all its forms.’

TATOC applies the code rigorously: one company failed to comply and was promptly stripped of its affiliation.

adjustments made to this each year but overall we have achieved our goals. The first five years have been completed - now we are ready for the next five!

We will continue to do our utmost to protect and work for the consumer against scamming in all its forms. The TATOC brand is sacrosanct and always will be.

The TATOC helpline has been kept busy with consumer enquiries ranging from owners fearing they had been scammed through to their belief that they need to leave the timeshare family.

At the TATOC annual conference in March 2013, TATOC director Geoff Chapman will give a full review of the past five years – and I will follow with an outline of the new programme.

A closer relationship has been forged with the RDO enforcement team by sharing information and acting in unison against scammers.

The conference is being held at Crewe Hall Hotel on Friday March 8 to Sunday lunch, March10. Early-bird bookings are already well advanced and we have an impressive line-up of speakers confirmed (more details in this issue).

I hope you enjoy this edition and that you’ll become a frequent visitor to the supporting website, sharetimemagazine.com, which is regularly updated with industry and travel news. It is well worth a visit.

Local radio stations continue ask TATOC to take part in their consumer programmes. Our e-mails and phone calls increase dramatically after each transmission with a wide range of enquiries.

TATOC also contributes to a number of trade magazines - very helpful in reaching a

For more information on sponsorship and attendance please contact Mark Caldicott at: mark.caldicott@timeshareassociation.org -

Your feedback and contributions to the website and magazine will be very much appreciated.

Warm regards

Harry Taylor, executive chairman

New co-opted TATOC board members

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imesharetalk’s Tom Longfield and Emily Collins, from EVC Marketing, have been co-opted to the TATOC board of directors.

They will be up for election to the board

by TATOC members at the annual general meeting in March 2013.

Tom Longfield is a points member with Diamond Resorts and a moderator

A retired engineer who worked up from the shop floor to the role of CEO, he has a wealth of experience in the private and voluntary sectors.

Emily Collins owns timeshare weeks in Scotland and South Africa and has been involved in the timeshare industry for nearly 20 years. Her career in the industry began with LSI, based at Pine Lake, and then with Airtours Vacation Club. In 2000 she started Timeshare Solutions with her partner, Mike Ashton.

He has been the chair of a number of bodies including a care home for those suffering with Alzheimers and is on the board of VOX, a lottery funded community project.

He also worked with the Citizen’s Advice Bureau for four years.

In 2006 Emily began EVC Marketing, providing marketing services to the timeshare industry. TATOC has been a client for the past four years and Emily is responsible for running the association’s two websites and developing the Sharetime magazine.

on the Diamond page of the popular Timesharetalk website.

ISSUE 12 • Winter 2012

Helpline report: Cold calling – the facts Helpline report by manager Mark Caldicott

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he TATOC helpline received over 9,000 phone calls and e-mails in 2012 from timeshare owners and the general public.

One of the most common questions asked is “Why do I keep receiving all these cold calls?”

TATOC recognises that timeshare owners are frequently pestered by unsolicited calls from companies who have considerable information about their timeshare ownership.

Contrary to what these companies say, there is no general database of timeshare owners to which they have access.

Every timeshare company, whether a timeshare resort, a management company or an exchange company, rigorously guards its members’ data for commercial reasons as well as to comply with data protection regulations.

However, with modern technology the challenge of data security is an increasingly difficult one. Recent media coverage has shown that even government agencies are having difficulty protecting the security of highly sensitive data.

TATOC acknowledges that, unfortunately, details of timeshare owners occasionally ‘leak out’ to businesses that then make unsolicited calls.

It also seems that these companies may pass details on to other companies who then do the same. The membership records for a resort or timeshare exchange company is a saleable item, but the details that change hands are often very out of date.

In this edition of Sharetime I thought it would be interesting to break down the number of calls by county to see which area of the U.K. is targeted the most and from which areas we receive the most calls The results are very interesting – is your county at the top of the cold calling stakes?

TOP 10 areas for cold calling: 1

Greater London

551

2

Lancashire

384

3

Hampshire

330

4

Essex

310

5

Greater Manchester

272

6

Somerset

266

7

West Midlands

262

8

Kent

262

9

Staffordshire

239

10

Devon

225

You can read the full list by county on the Sharetime website.

Just visit www.sharetimemagazine.com and follow the link .

As I have had said in previous articles, there are a number of companies operating in a dishonest or illegal manner who prey on timeshare owners offering them false hope of selling their timeshare property for grossly unrealistic prices.

Many imply or even state they have a buyer already waiting and ready to purchase your timeshare.

These unscrupulous companies will almost certainly request some form of up-front payment disguised as a deposit, bond of trust, legal fee, and so on as a necessity for the sale to proceed.

It is unlikely that the timeshare will be sold or that the unfortunate owners receive any payment.

The reality is that timeshare owners’ information is not contained within a general database, nor is it made available to companies through any official or approved channels.

Indeed the problem of owners’ information being ‘leaked’ to companies is of considerable concern throughout the industry.

The fact that it happens is illegal. It is against the best interests of timeshare owners, their resorts and all associated companies.

Because of this, and because the giving of owner’s details is prohibited, the process is ‘underground’ and is therefore virtually impossible to prevent. It usually runs a course and then dies out.

TATOC recommends the greatest caution if you receive an unsolicited call from: • A ‘re-sale’ company saying it can sell your timeshare (and possibly already has a buyer); • A company implying it is calling on behalf of your resort or exchange company and offering you ‘extra’ weeks or ‘bonus week breaks’; or • A company presenting itself as a legal firm or acting on behalf of a foreign government body who can recover money you may have lost to a fraudulent company or one that has closed down.

If you are at all concerned contact the TATOC helpline, your resort, exchange company or the owners committee for information and guidance.

One quick way to terminate such calls is to say: “Sorry, I have already sold it”, or “please note I will be recording this conversation.”

The call will end very quickly.

We hope you will not be troubled by these unsolicited calls for too long.

You can contact the TATOC helpline on 0845 230 2430 or visit the TATOC website for the latest consumer guides (www.timeshareassociation.org).

Official helpline statistics showing the cost of sales-related scams during September, October and November 2012 make sobering reading.

Results for the period were: Calls made about bonus week offers £3457.00 reported lost Calls made about cashback failure £5000.00 reported lost Calls made about specific re-sale companies (cold callers to consumers) £136,103.00 reported lost Calls made about bogus legal companies £30,074.00 reported lost Calls made about timeshare takeover offers £37,114.00 reported lost The helpline issued guides to help owners claim back the majority of the £211,748.00 reported lost. This is possible when owners have used their credit cards for example.

Unfortunately, £39,275.00 cannot be claimed back as the payment was made by bank transfer and is now lost.

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Diamond’s pillows make the news

Timesharetalk becomes TATOC affiliate

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an sleeping on a three-pound hotel pillow help you sleep better? This was the question posed by newspaper USA Today.

The paper reported how timeshare operator Diamond Resorts International is betting on it.

“As a person who travels daily, I always use my own experiences to ensure that a Diamond experience exceeds even my own standards which, I have to say, are pretty high,” Cloobeck told USA Today.

The company is rolling out what it says is the “heaviest king pillow in the hospitality industry” that will do no less than “re-define the guest sleep experience.”

The Las Vegas-based company has introduced the pillows to its owned properties and are in the process of putting them in resorts it manages.

The company operates 220 branded and affiliated resorts in 28 countries.

At 51 ounces or 3.18 pounds, the pillow is 16 per cent heavier than the average king pillow (at around 44 ounces), the company claims.

The pillows are stuffed with a polyfibre that’s hypoallergenic and are 20 inches by 36 inches in size.

Company’s CEO Stephen Cloobeck had the super-plump pillows custom-made after spending a year searching, squeezing, flipping and squishing hotel pillows already on the market.

Guests who love them are also able to buy them from the company on the DiscoverMyDiamond.com website for $26.99 (they are currently the most popular product on the site).

Azure Malta team complete Dakar rally

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evin Camilleri and Perry Newton from Azure were the toast of Malta after becoming the first team from the island to complete the fifteen-day ‘Heroes Legend Paris to Dakar Rally’ in September.

Mr Camilleri finished the 6,500-kilometer rally in tenth position while British teammate Perry Newton was placed 13th overall.

Mr Camilleri’s wife said she started to worry about her husband at this point but both riders got back on their bikes and continued the race.

On stage eight in Mauritania, both men were forced to sleep rough in the desert separately after fighting a losing battle with sand dunes to reach their camp in time; Mr Newton was eventually airlifted to camp suffering from dehydration.

The only time Mr Camilleri considered giving up was when veteran British rider Gordon Macpherson was found dead next to his bike, possibly from dehydration or heat exhaustion.

“That day we really didn’t want to ride.

We were scared,” Camilleri admitted.

“The support from back home kept us going.”

Paul Anderson set up the site in 2004 as a result of his own personal experiences with timeshare.

He identified the need for discussion areas/forums where timeshare owners could meet, discuss matters, make friends, exchange ideas, and warn other people of potential fraudulent companies and scams.

“It was not intentional for it to grow into a major international portal for timeshare.

I just expected it to tick over with a couple of hundred members. But over the last eight years the site has gone from strength to strength and we are now a household name in the world of timeshare, with over a million visitors a month.”

Amazingly, Timesharetalk has managed this growth without a single penny of commercial investment. The site survives on advertising revenue and donations by members.

“I want to keep the site as personal and noncommercial as possible. This is the only way to keep honesty and openness as a priority on the site. I do not take a penny from the site for my time or the time of others that help me. It’s my way of giving back to the community and helping others.”

The site also offers much more than a discussion area for the timeshare owner.

There is a timeshare resort directory providing information on all resorts around the world, resort reviews by timeshare owners after they have visited and a free classifieds area where members can offer their timeshare for sale or rent.

The duo raced through France, Spain, Morocco and Mauritania on their KTM 690R Enduro bikes before finishing in the Senegalese capital, Dakar.

During the race they had to contend with flash floods in Spain and exhausting sand dunes, dehydration and temperatures touching 50˚C in the Sahara.

imesharetalk, Europe’s leading internet-based timeshare forum, has become a TATOC affiliate.

Days after finishing the race the two courageous men confessed their success and achievements still hadn’t sunk in.

“Perry and I have just been staring at each other for the past few days. It feels like something is missing,” he said.

Does that mean he is thinking about another challenge?

“Maybe just a small one,” he said, acknowledging it was hard being away from his wife and children.

So how did it feel to be the first Maltese team to complete the rally?

“It’s great. It’s not easy to find something no one else has done that was not impossible,” they joked.

To find out more visit the website: www.kevinandperrygodakar.com

While Timesharetalk is a free-to-use site, servers, applications, and bandwidth development are costs that are met by advertising revenue and donations.

Anderson explains: “This helps us to run the site and develop new areas and projects for the future for the benefit of our members. To help with the running costs of the site, we operate the memberships in two states - normal member and donating member.”

In March 2011, the company started Timesharetalk Radio, the first and only radio show on the Internet for timeshare owners.

The programmes cover all timeshare related subjects with the aim of providing a fair and balanced summary of the timeshare and fractional product and what is happening in the global marketplace.

ISSUE 12 • Winter 2012

WWTH supports Give Us Time charity

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fund-raising event in aid of the ‘Give Us Time’ charity was held at London’s Corinthia Hotel in November. The timeshare industry was represented by Phil Watson, CEO of Worldwide Timeshare Hypermarket.

The aim of the evening was to raise funds and, more importantly, awareness of the charity, which was set up by Afghan Heroes to support service men and women who have served their country.

The charity provides emotional and psychological help through support groups for all returning soldiers and families of the fallen.

‘Give Us Time’ is an initiative whose purpose is to arrange holidays around the world for servicemen and their families on their return to the U.K. or to provide a recuperation time for armed services personnel injured overseas.

Worldwide Timeshare Hypermarket has provided holiday homes all year round for use by the charity.

Among those attending the event were British prime minister David Cameron (photographed with Phil Watson), foreign secretary William Hague, chancellor of the exchequer George Osborne and MP Dr. Liam Fox.

CLC World UK resort goes ‘wild’

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t was a night to remember for CLC World U.K. resort manager Nick Waddington and his team at the recent Cornwall Tourism awards 2012 as Trenython Manor, one of three finalists in the first Wildlife Friendly category, collected silver.

Prime Minister David Cameron with WWTH’s Phil Watson

A raffle raised in excess of £40,000.

Phil Watson said of the event: “To be able to add our company’s support to the charity has been something that I am personally proud of. To have the chance to make a difference, no matter how small, to those who fight for our country is extremely satisfying and all of our staff salute you.”

Denise Harris, founder of Afghan Heroes added: “When we launched Afghan Heroes, one of our main objectives was to provide support for families of the fallen and those returning from theatre.

The fiercely contested category, introduced to celebrate the 50th anniversary of Cornwall Wildlife Trust, had the highest number of entries at this year’s awards ceremony, held in Newquay in November.

“As a father, leaving a ‘green’ legacy for future generations is a personal passion that I have been able to put into professional practice.

“But it has only been possible because of the positive attitude of our parent company, CLC World Resorts & Hotels, and of my team at the resort who have shown themselves dedicated to the task,” said Nick.

“I know through personal experience how difficult it can be for those who have suffered loss or injury to recover. Give Us Time is a fantastic initiative and will go a long way to help those who have put their lives on the line readjust to a normal civilian life.”

Nexus receives philanthropic award

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exus Leisure has received a very special accolade from ARDA, acknowledging the company’s charitable work.

The company, currently celebrating its 20th anniversary, is one of the leading sponsors each year at the Christel House Golf Tournament, which is held simultaneously in locations in the U.S.A., Mexico, India, South Africa and the U.K. Proceeds from the event support the children of Christel House, a global charity founded by timeshare industry pioneer and RCI cofounder Christel DeHaan.

As Nexus Leisure has grown into an international holiday resort, rental and real estate business, it has formed strong bonds with and supported Christel House with an imaginative range of initiatives.

support of the golf tournament for the tenth year in succession.

The astonishing success of the golf tournament is due to the special group of ‘Christel House Champions’ who donate their time, talent and resources. Nexus plays a leading role in the activities of this group.

As a result of a nomination by the team at Christel House in recognition of this, Nexus received a philanthropic award from ARDA, the American Resort Development Association.

Nexus Leisure was acclaimed European Champion for its tireless work in supporting the Christel House Open.

These include late checkout schemes across all Nexus resort locations where guests can keep their apartments longer on check-out days in return for a contribution to Christel House.

There have also been a sponsored team ascent of Kilimanjaro, a ‘Ride the Volcano’ cycling event in Tenerife, gala dinners and Nexus’

The Nexus team with Ron Haylock, Christel House

From left, TV presenter and naturalist Nick Baker, Trenython Manor resort manager Nick Waddington and members of his team with Howard Curnow, chairman of the Cornwall Wildlife Trust, centre.

Trenython’s new award will be displayed alongside other prestigious awards that include a Green Tourism Gold, under the Green Tourism Business Scheme.

Among many initiatives introduced to conserve and promote native flora and fauna are the installation of bird and bat boxes, bee logs and a butterfly garden and the resort has received the Blue Butterfly seal for a positive attitude toward sustainability Trenython Manor, near St Austell, is an elegant, historic country house hotel with luxury lodges set within a 24-acre estate of parkland and gardens. It is one of 28 worldwide resorts within the CLC World portfolio.

For more about Trenython Manor’s initiatives visit http://www.clcleisure. com/trenython/green-commitments where you can also download the resort’s wildlife brochure. For information about CLC World visit www.clcworld.com

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ISSUE 12 • Winter 2012

Silverpoint drives for customer satisfaction

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n this current economic climate it is refreshing to see an industry leader committed to the improvement of customer experience.

Silverpoint has been dedicated to bringing new and innovative benefits to its customer base. Sharetime caught up with the company’s CEO, Mark Cushway, to find out more.

the European industry. How have you managed to achieve this recognition?

MC: We have a clear strategy which ensures a consistent presentation of the Silverpoint brand and its products.

Sharetime (ST): What changes have you made to your product range this year and what benefits do these changes bring to your customers?

Obviously, we continue to create products that attract new members to the holiday ownership industry. We are members of the RDO and are TATOC accredited and we have a continued involvement in the development of the wider industry.

Mark Cushway (MC): One of the key improvements has been to expand our travel team in order to make the reservation and booking process easier.

We are also focused on high levels of brand awareness and achieve this through an integrated marketing and PR strategy incorporating both on-line and traditional media.

We have also worked hard to create greater degrees of product flexibility as well as introducing shorter-term products for clients who wish to try out the system before committing to a long-term membership.

Ultimately, we remember that although we are building a global brand it is important that we continue to engage with our individual customers and respond to their needs and feedback.

We have been working closely with our partner, RCI, to improve ease-of-use in relation to bookings and to add more value to the cost of travel in general.

ST: Talking of on-line media, how does Silverpoint utilise the wealth of new technology that is available today?

Based on feedback received by the Silverpoint customer service department it seems these improvements have been going down well, both with existing customers and with new members.

ST: Timeshare re-sales is an issue that continues to preoccupy the industry.

What steps have you taken to provide your customers with an exit strategy?

MC: We are maintaining our on-site re-sale service for Silverpoint members. We have a strong marketing strategy, which is helping us find new customers to buy these memberships.

We do, however, remember that many people just want to talk to a human being. Therefore we continue to maintain a dedicated customer service department.

Today is not about ‘sell them and forget them’ but rather a lifelong relationship where the customer is listened to and needs addressed.

ST: As you look to the future what is Silverpoint doing to develop its sales team to meet these new challenges?

MC: For some time we have realised that if we want to change the way in which the industry is perceived then we need to change the image of the frontline sales people.

We strictly adhere to the RDO’s code of ethics so all of our staff undergo vigorous training and testing to ensure that not only are they giving our customers the best advice possible but that they are doing so in an ethical and compliant business environment.

As the face of the industry is changing, so is the profile of a timeshare sales person. Our

Today is not about ‘sell them and forget them’ but rather a lifelong relationship where the customer is listened to and needs addressed.

MC: We have continued to develop new websites that showcase our resorts, products and services and we will continue adding to and up-dating this existing suite.

As part of our commitment to excellent communication with our members, we also have an active social media platform in the shape of a dedicated Silverpoint Community website which includes our constantly updated Facebook page and Twitter feed.

We continue to bring in new clients from established markets such as the U.K., France and Germany and we have also been probing the new markets of Central and Eastern Europe.

Managing re-sale expectations is not without its challenges but we will continue to provide this service and develop other realistic exit options for those members who no longer have the need for a lifetime holiday product.

our products to fit the needs of future buyers.

recruitment campaigns target individuals who are looking for serious personal and professional development within the context of a true meritocracy rather than a ‘fun in the sun’ working holiday.

With on-going training and mentoring, and a successful internal licensing system, we feel that Silverpoint is creating a new breed of sales executive who will help the company maintain the high levels of business for which it is known and the high levels of honestly which we insist upon.

ST: How is the new legislation affecting Silverpoint’s day to day business?

MC: While Spain has only adopted the legislation recently, Silverpoint has always been compliant and has implemented the new European Directive since January 2011. We decided the only way to approach it was to embrace it as a positive piece of legislation.

Beverly Hills Heights exterior

However, the improvements brought about through product development mean that many customers, who were previously looking to exit, have changed their minds and are now enjoying the benefits of their enhanced membership.

ST: Silverpoint is rapidly becoming one of the most recognisable names in

We are also really excited about our Silverpoint Travel Guide app which is currently in development and will be released on both Android and iOS platforms shortly.

We feel that in embracing these new technologies we can further reach out to a new generation of potential customers who will give us the feedback we need to continue evolving

New clients now have a deep understanding of what they are buying at the point of sale and are provided with significant predisclosure documentation which answers any questions they may have.

The downside is the sheer volume of paperwork which means that the processing of a sale takes far too long.

However, the legislation is ultimately a good thing for the customer and if companies are to survive they will need to accept these new regulations as an opportunity to improve the public’s perception of the industry.

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Resort round up It has been a busy year for our resort members with the completion of refurbishment programmes and improvements to facilities. Sharetime caught up with them for the lastest news.

Barnsdale

Scandinavian Village

It has been another successful year at Barnsdale as the resort has retained its gold crown status with RCI. All areas exceeded the required levels of service and hospitality, which is great feedback for the resort’s hardworking staff.

Scandinavian Village has been awarded a coveted ‘Recommended on TripAdvisor’ award reflecting the great reviews added to the site by resort guests.

Over the year, the team focused on looking after the existing membership base, many of whom live close by to the resort and use the superb leisure facilities.

In October the resort held an open day inviting all current members and friends to join them for two presentations from exchange companies and to re-educate them about how to get the best from their purchase.

We were also able to show off the recent refurbishment in show house style.

Over 160 owners attended and it proved to be very helpful to them. They now know how

a showcase for the rest of the resort such as the restaurant and leisure facilities.

Over these hard economic times the resort team has tried to help those owners finding it difficult to meet the management fees by increasing rental marketing, especially on-line.

This helps to off-set the financial restraints that some find themselves in and gives owners flexibility and peace of mind. The resort’s marketing has paid off with rental figures double on a successful previous year.

Fairways Club The refurbishment programme continues with two more standard apartments completed and floors, kitchens and bathrooms replaced.

The gardens are looking wonderful and the common areas remain in good condition.

The premier bar (WoodenSpoons) suffered a bad kitchen fire recently and was closed as a result. It has now been completely re-fitted, including a new kitchen, and has since re-opened. to enjoy more from their ownership and they know how their management fees are being spent. We also promoted sales through the existing ownership base.

The resort has a renowned and respected welcome meeting that takes place every Monday to welcome owners and exchange guests.

After several years of following a similar format this has now had a major revamp.

The aim is to develop services offered to guests during their stay, moving away from the traditional sales pitch and making the most of the local area and the facilities of the resort.

The aim is to educate guests on how much there is to do in the local area and promoting the wider location as a whole. As part of this we have introduced tutored tours around the surrounding area.

This both helps the rental side of the business as there are more repeat customers and also gives fresh ideas to owners who have visited us many times before. It’s also

The award, in the form of a sticker which makes it easy to display to customers, is only given to 3+ rated properties. It shows that the resort welcomes the business of guests, that the establishment and services are highly regarded and that the resort is associated with a top name in travel reviews.

TripAdvisor offers a broad range of free marketing tools that resorts can use to promote themselves including e-mail alerts when new reviews are posted, ‘how to’ guides and videos and tips on how to post management responses.

The awards did not stop there. The resort was also awarded a bronze award from Green Tourism and there are plans to do even better next time.

One of the most recent eco-friendly programmes was the launch of jute shopping bags which are used to discourage guests from bringing supermarket shopping back in plastic bags - which the resort then has to dispose of.

John Falconer, committee member added: “The other benefit is that some guests take the bags home with them and they are a silent seller for Scandinavian Village timeshare weeks across the shopping malls of the country.”

The resort offers owners the opportunity to rent standard and elite apartments, upgrade their accommodation to larger-sized apartments and even move from a standard to an elite apartment. The Fairways Club rentals website contains further information.

You can also now follow Fairways on the resort’s Facebook page and keep up to date with the latest news. You’ll find the page at: www.facebook.com/pages/fairways-club

Pueblo Evita The resort’s elite apartments have achieved RCI gold crown status once again while the standard resorts gained RCI’s hospitality award.

During November and December blocks nine and ten underwent refurbishment which included painting, replacing kitchen appliances and updating pictures and decoration.

Apartment bar-be-ques have been renewed and terrace furniture replaced where needed.

The indoor pool area has been refreshed with new tiling.

DeVere at Cameron House and the Carrick Cameron House and Carrick staff recently organised a coffee morning for all lodge guests in aid of MacMillan cancer support.

The event was very well attended and it was a great opportunity for staff to catch up with owners and meet lodge guests. A total of £200 was raised and a lot of fun had by all those who took part.

All the paths at Cameron House Lodges have been replaced and there has been a huge focus this year on the maintenance of the grounds, especially after the bad storms earlier in the year.

ISSUE 12 • Winter 2012

refurbishment of both bars and restaurant on site.

Juan Ignacio Benarroch has joined the team as food and beverage manager and has made an impact on the levels of service and the quality of the food.

His motto is ‘quality and excellence with a smile’. He has introduced some new events to the weekly programme including cooking demonstrations and afternoon BBQs. The staff member of the year, voted by owners, is Donna Brice the supervisor at resort restaurant 361.

Haven Court It has been an exciting year for Haven Court. In addition to general up-keep and maintenance, there has been significant investment in the apartments to ensure owners continue to see the value in their ownership and the resort is able to attract new guests.

The external areas around the lodges are now looking great. The refurbishment programme continues at Cameron House lodges and, as the photos shows, the interiors of the lodges are looking super, too.

The resort was awarded a 4-star rating by Visit Wales and silver crown status by RCI.

Alto Club There have been a number of changes at the Alto Club this year.

Stephen Smith has taken over from Alan Mcgee as the new committee chairman.

Wi-Fi has internet has now been installed and the outside of the apartments are undergoing a repaint. Other improvements have been made to the communal areas giving improved disabled access. The Club continues to enjoy RCI gold crown status.

Club Le Bristol The club has again achieved RCI silver crown standard.

Apartments have had a partial refurbishment; all soft furnishings have been replaced with up to date classic fabrics and designs.

The sinking has covered all costs and the club remains in a very solid position for the future.

Timeshare owner Gordon Catlin has joined the committee and a new trustee, John Hughes, has been appointed after John Benyon retired.

Club Las Calas Alto apartments have always kept a very high standard of interior design and soft furnishings but it is now time for refurbishment. The management company, Resort Solutions, will prepare a show apartment at the beginning of 2013, which will give owners an idea of the new designs available.

The fractional exit plan is now fully subscribed and has been a great success for both the club and owner.

During the year there have been a number of changes to the taxation, national insurance and VAT regime in Portugal, which could have impacted on maintenance fees.

Thankfully, through careful planning and financial management by Resort Solutions, the 2013 fees have not been increased.

Lakeview Country Club It’s been quite a year for Lakeview! Although the year began with a stutter, summer saw occupancy levels up to 75 per cent. With a complete new team on site, owners and guests are once again enjoying the standards they expect.

Work has started on the exterior of the lodges and refurbishment of a number of apartments is planned for 2013 to ensure they again reach RCI gold crown specification.

Under the guidance of new chairman Mike West, plans for 2013 are already well underway.

The priorities for next year have been identified as sales, rentals, maintaining the quality of the resort and keeping the RCI gold crown status.

The committee and management team have approved further major investments, which will help achieve these priorities. These include improvements to the communal areas to give improved disabled access and follows major

Playa Flores The Playa Flores annual golf tournament was a great success once again.

A mix of owners and guests competed for the coveted Playa Flores trophy which was played over the Calanova course. Gerry Moores was the overall winner with a score of 34 and his name will be added to the trophy.

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The holiday exchange club with so much more!

Member benefits that add up!

FREE MEMBERSHIP No fees to pay until you find the holiday you want to book!* *Premium benefits available for only £35 with Gold Advantage.

Welcome to the Club

NO RESTRICTIONS Travel to a different property on each exchange, or visit the same resort over and over again.

We’ll never impose any quotas for visiting popular resorts, so the choice really is yours.

BOOK FOR YOUR FAMILY AND FRIENDS You can give your exchange to friends and family at no extra cost!

LONG LIFE HOLIDAY CREDITS valid for a full 3 years!

We offer the longest life holiday credits of all the major exchange companies.

When you deposit your week, you have 3 years in which to book an exchange.

GREAT VALUE It’s just £84 for a European exchange, or £99 long haul, so our exchange fees are the lowest around.

Bonus weeks from between £129 - £249!

Special Offer for early deposits Deposit your 2013 week now and book a Bonus Week for just £99*

SIMPLE Deposit a week, exchange for a week.

It’s as simple as that!

There’s no complicated ‘trading power’ system at Dial An Exchange, and we won’t restrict you to certain times of the year, or size of apartment.

*See website for full terms and conditions

OUTSTANDING CUSTOMER SERVICE Unlike some of our competitors, our members are not just a number to us. We know you by name, we know your likes and dislikes, and we strive to give you the things you ask for.

Telephone: +44 (0)1756 749 966

E-Mail: info@dialanexchange.com Web: www.dialanexchange.com

Dial An Exchange Ltd, 21 High Street, Gargrave, Skipton, United Kingdom, BD23 3RA Company Registered in England 3756394

ISSUE 12 • Winter 2012

How to avoid timeshare re-sale pitfalls

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imeshare owners continue to fall for re-sale scams despite the warnings from TATOC, RDO, their resorts and management companies.

The TATOC helpline reports every month on the number of owners who contact them when it is too late; money has exchanged hands, hopes have been raised and then dashed.

So how can you sell your timeshare safely and successfully? Sharetime asked three TATOC affiliated re-sale organisations: Phil Watson, from Worldwide Timeshare Hypermarket; Mark Bell, from Confused About Timeshare; and Lee Woodward, from The Timeshare Channel for their top tips.

an exchange company. If your apartment has a sea or garden view, outside dining options or hot tub let the re-sale company know.

this assurance. For added comfort, select a company that uses an independent trustee to hold the proceeds from sales.

This information is really important when describing your ownership to potential owners.

TIP 4 – Contact TATOC or the RDO for a

Some re-sale companies also like to know if management fees are up to date, how much they are and if you would be interested in renting out your timeshare during the sales process.

Finally, check to see if all outstanding finance has been paid.

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Don’t take cold calls

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TIP 1 – Do not answer cold calls from

companies that claim to have a buyer and want a fee of some description. If you, the owner, have not contacted the company in the first place, you need to ask where the company got its information.

And NEVER pay money upfront.

This is not only illegal under the European directive But where is the incentive for the company to sell your week if you have already paid them?

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Preparation Once you have decided that you no longer want to own your timeshare, it is time to do some homework. Many re-sale organisations remark on how many owners do not know or understand what they have bought.

So, do you know exactly what you own?

Have you upgraded over the years, converted to a points programme and are there any limitations to how you can sell? You need to have all this information to hand at the start.

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TIP 2 – Make sure you have all your

ownership documents available. To sell your timeshare you will typically need to know your resort name, unit number, unit size and week number or season.

You will also need to know if you have banked or deposited any current or future weeks with

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list of recognised re-sale companies.

Don’t just choose the first company you find on the internet – you would never do that with your house or car so your timeshare sale should be no different.

And check out the list of cold-calling companies on the TATOC website. This is updated every month with a list of companies who have been reported for cold-calling timeshare owners.

If your chosen company is on that list, it might be time to change re-sale agents.

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It is something that timeshare owners have got used to – the cold call offering them the chance to sell their timeshare to a waiting buyer for more than they paid for it and all for just an administration fee that needs to be paid in advance.

It sounds too good to be true and it is, yet every year hundreds of owners fall for this type of scam and lose thousands of pounds.

by Sharetime reporter

Be ready to sell

Don’t be fooled by scam re-sale companies

Be realistic This is a tricky one for many timeshare owners. In today’s financial climate owners will not receive back what they paid for their timeshare in the first place – or any subsequent upgrades and conversions.

This is a bitter pill for some who were sold their timeshare as an investment. While, it was an investment in time and holidays it was not an investment in property and timeshare weeks do not hold their value.

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TIP 3 – Be realistic about your price and

open to the opportunities of renting the week out while you sell to cover, at least in part, your management fees. Look at re-sale advertisements on-line or in newspapers and you will get a good idea of what your week is worth.

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Choose carefully There is a huge number of re-sale companies available to you but be careful which you choose.

First, make sure it is U.K. registered and, secondly, make sure it is a member of an association such as TATOC. To become a members of these organisations they have to follow a code of conduct or agree to a code of ethics.

This is your assurance that the company is working within the requirements of the new European directive.

Pick a company that is not a member of TATOC or the RDO and you do not have

You have done your homework and found a good re-sale company and an offer has been made on your week. But are you in a position to sell?

Sounds silly. But it is at this point that owners are unable to find their ownership certificates.

Without these a sale cannot go ahead and a good re-sale company will advise on how to get a replacement.

It will also handle the transfer of ownership so you do not need to be involved with this process.

Finally, do you know about commission and legal fees? Does the seller or the purchaser pay these? Find out and make sure you are happy with everything.

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TIP 5 – Ask lots of questions. A good re-

sale company will be able to answer all your questions to your satisfaction so if you have any queries, make sure you ask them.

Your chosen agent should provide clear and concise re-sale advice and guidance. If it doesn’t, why give the company your business?

Timeshare ownership has provided years of happy and enjoyable holidays for thousands of owners. But when the time comes to sell there are many options to consider and, unfortunately, many companies who take advantage of those desperate to sell.

The most important piece of advice for staying safe when selling your timeshare ownership is to stay away from cold calls and make sure it is you who makes the first contact with a re-sale company.

Following the advice from timeshare re-sale professionals will definitely make the process easier – and help you avoid the pitfalls.

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12

SHARETIME

CLC signs with Interval

Prestigious French developer joins Interval

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nterval International and CLC Resort Developments Limited, one of Europe’s leading providers of mixed-use holiday products under the Club La Costa World (CLC World) brand, have announced a long-term master affiliation agreement.

The contract encompasses CLC World’s vacation ownership business in Europe, Australia, and the United States, in top holiday destinations. It includes future properties that the company develops, acquires, or operates during the term of the agreement.

CLC World also selected Interval to handle reservation services for purchasers at its U.S.based club, as well as offer a comprehensive package of other benefits and programmes tailored to fit its members’ needs.

“We chose to partner with Interval at this exciting time in our history because they, too, are focused on exceeding customer needs and expectations, and that is exactly what we need as we expand our operations in the U.S. “We are confident that new members will be very satisfied with the choice of exchange and travel opportunities to which they will have access,” said Roy Peires, chairman and founder of CLC World.

Craig M. Nash, chairman, president, and CEO of Interval Leisure Group, added: “It’s truly an honour to now have the opportunity to work with Roy and his team, as they continue to grow their successful business.”

One of the latest additions to CLC World’s portfolio is the 372-unit Encantada, in Orlando, its first resort in the U.S. A second property in the world’s leading theme park destination is scheduled for completion in 2015.

New benefits for DAE members

ix Village Center resorts located in four regions of France - Normandy, Dordogne, Languedoc, and the Oriental Pyrenees - have joined exchange organisation Interval International.

All are new, purpose built properties primarily concentrated in the southern part of the country that borders the northern Mediterranean coastline.

“Village Center has been developing and operating great holiday accommodation in popular destinations throughout France for more than 35 years,” said Darren Ettridge, Interval senior vice president.

“We’re thrilled that they have expanded into shared ownership and chosen Interval to provide exchange and leisure benefits to their owners.”

Village Center apartments, townhouses, and villas are designed to reflect the architecture of the local region and offer a range of familyfriendly amenities. All have a kitchen, private garden or terrace, and Wi-Fi. The resorts have gained the distinguished clef verte label, the global Green Key eco-rating, in recognition of the developers’ efforts to reduce their carbon footprint.

Each destination is strategically located to allow visitors easy access to the cultural activities of the surrounding region, as well as the natural landscapes and sporting activities. The four properties are: Le Clos du Rocher, situated in Les Eyzies de Tayac, the heart of the Dordogne, an area renowned for its dramatic landscape and UNESCO World Heritage prehistoric sites.

The resort’s 116 one- and two-bedroom apartments are nestled into landscaped gardens.

With more than 100 one-bedroom apartments and two-bedroom townhouses, Les Demeures Torrellanes is less than two miles (three kilometres) from Saint-Cyprien in the Oriental

Pyrénées between Spain and Andorra -close to prime beaches on the Mediterranean.

Located on the Côte Vermeille, the southernmost point of France, , Les Demon Demeures de la Massane has 203 one-, two- and three-bedroom units. The resort is within 20 minutes of Perpignan, at the foot of the Albères mountains.

In the Languedoc-Roussillon region, Côté Green sits on an 18-hole golf course in the 444-acre (180 hectares) Domaine de Fontcaude green belt located in the town of Juvignac.

Stunning views are available from the resort’s 122 one-, two- and three- bedroom units.

Two more Village Centre resorts are scheduled to open during 2013, including: Le Domaine de la Corniche, tol be situated in the Calvados region of Normandy, famed for its cider and gastronomy, as well as beautiful landscapes, sandy beaches, and historic sites.

Located minutes from the town of Deauville, the 101 one-, two-, and three-bedroom units will be convenient to the iconic Mont St. Michel and other points of interest.

The 66 one- and two-bedroom townhouses at Le Domaine de Bacchus will be located steps from the centre of the town of Saint Christol in the Languedoc region. The Provençal-style resort is situated less than half a mile (600 meters) from Saint Christol’s winery cooperative.

“Village Center sets a high standard within France,” said Olivier Ganivenq, managing director of Groupe Promeo, parent company of Village Center.

“We are very excited to partner with Interval International to give our owners the option to travel worldwide via Interval’s network of high quality resorts, and to introduce Interval members to premier regions of France where they can explore local vineyards and medieval villages, play golf, and enjoy a wide range of activities.”

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ial An Exchange has extended its service benefits to members. In addition to free membership, members can now place a request for any destination free of charge.

Members can go to www.dialanexchange. com, deposit a week into Dial An Exchange’s holiday exchange pool, and then list their destination request. They will be notified by e-mail when their week is available.

This ensures timeshare and holiday property owners find an exchange week in their chosen destination quickly and easily.

As the world’s largest privately-owned holiday exchange company, Dial An Exchange prides itself on having the flexibility to listen and respond quickly to its members’ needs.

Oliver Green, Dial An Exchange managing director for Europe, said: “We are always looking to improve services and add benefits for members which is why we have been voted by our industry peers as providing the industry’s best customer service in 2011 and 2012.

“We aim to offer exceptional value to members and this is why we are providing free destination requests. Plus we have no complicated trading power rules or resort tables.

“We make life simple for our members, our holidays are available worldwide and are a simple week-for-a-week exchange.”

ISSUE 12 • Winter 2012

RCI receives more than 1 million YouTube views

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CI reached a significant social media milestone recently when it surpassed an incredible 1 million views on the RCI YouTube channel.

The channel is part of a larger media programme that continues to introduce timeshare products and timeshare exchange to consumers around the world.

RCI’s social media and mobile initiatives have grown significantly in the past few years to include a Facebook page, a Twitter handle, a YouTube channel, the RCI blog, several mobile apps and the industry’s first smartphone-optimized website.

These sites are used to help promote the timeshare industry, garner interest in vacation ownership and ultimately create leads for RCI-affiliated resort developers.

“Social media outlets such as our channel on YouTube have served a two-fold purpose at RCI,” said Phil Brojan, senior vice president, marketing, RCI. “First, they provide RCI subscribing members with educational and fun

content that helps them to better enjoy their memberships.

“Second, they build a vibrant community of people passionate about leisure travel, giving RCI affiliated resorts a way to tap into a powerful consumer segment.”

The RCI YouTube channel showcases many of RCI’s affiliated resorts with original content, giving consumers an entertaining look into the world of

vacation ownership.

RCI recently achieved another milestone when the brand’s collection of apps for smartphones and tablets were collectively downloaded more than 200,000 times.

The apps include: the RCI app for members, with versions for the iPhone, iPad, BlackBerry and Android; the RCI Ventures app for the iPad; and the Endless Vacation magazine app for smartphones.

RCI recognises timeshare achievers with awards

Nearly 100 new places to stay for RCI members

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taff at European timeshare resorts have been awarded trophies by RCI in recognition of their performance excellence.

CI welcomed 98 new resorts to its global exchange network in 2012 giving its members more holiday choices than ever.

The RADA Awards recognise staff across the shared-ownership industry who have “gone the extra mile.”

RCI associates in the Canary Islands from TATOC platinum affiliate Silverpoint were given awards for their exceptional work ethic.

Dimitris Manikis, RCI vice president of business development, presented the awards.

Of the new properties affiliating to RCI this year, 15 of them are in Europe and the Middle East, bringing fresh stay options in many popular destinations such as Turkey, Portugal, the U.K., Cyprus and Italy. Some of the new resorts available to RCI members are: Enotel Lido Resort, Madeira

Four Silverpoint employees received top RADA honours for “exceptional work and dedication” in the past year at a special ceremony at the company’s Hollywood Mirage Club.

• Jolly Resort Ponte di Legno, a luxury winter sports resort in the Italian Alps; • The Lodges at Kentisbury Grange, a chic boutique hotel retreat in North Devon, U.K.; and

David Taylor received the sales director of the Year award, Peter Wallbridge took the RADA title of manager of the year, Peter Winchester was awarded salesperson of the year, while Beverly Clover, Silverpoint customer service manager, picked up the award for employee of the year.

• Residence at Grand Luxxe and Grand Luxxe Spa Tower in Mexico, which were added to RCI’s luxury exchange programme, The Registry Collection.

Manikis complimented each of the winners: “Staff at every resort affiliated to RCI strive for the very best for their owners and it is an honour for me to be able to present awards to some of the best in their field.

“The unswerving commitment and dedication of all of our RADA winners is something to be proud of.”

• The unique five-star Enotel Lido, the first luxury, all-inclusive resort on the island of Madeira;

Grand Luxxe Spa Tower, Mexico

RCI strengthened its relationship with several major resort developers in 2012, signing longterm affiliation agreements with Holiday Club Resorts of Finland which has 36 resorts in Finland, Spain, Sweden; Karma Royal Group & the Royal Resorts Club, with properties across India, Bali, Indonesia, Germany and Thailand; and the Petchey Leisure Group, with six resorts in Portugal, Spain and Tenerife.

13

To achieve best performance…

To achieve best performance…

You need an You need an experienced conductor. experienced conductor.

See how CLC World Resorts & Hotels See how CLC your World Resorts & Hotels can help shape sales process can help shape your sales process and benefit your resort management benefit three your resort management byand its almost decades’ experience. by its almost three decades’ experience.

We can set the tempo, We canadjustments, set the tempo, suggest execute clear suggest adjustments, execute clear and demonstrable improvements and demonstrable improvements and help your resort reach help your resort reach its and full potential. its full potential.

Motivation Motivationand andcommunication communication are areour our

forte. forte.

Contact: Contact: Leslie McCann Leslie McCann +44 (0)208 906 4400 +44 (0)208 906 4400 Mobile: +44 (0) 7771 611 811 email: Mobile: +44 (0) 7771 611 811 email: leslie.mccann@clcworld.com leslie.mccann@clcworld.com www.clcworld.com www.clcworld.com

Building better holidays since 1984

Building better holidays since 1984

ISSUE 12 • Winter 2012

Calvin Lucock named as RDO chairman

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ndustry trade body, the Resort Development Organisation (RDO), has appointed Calvin Lucock as chairman.

Lucock is managing director of Holiday Club Canarias, part of Holiday Club, one of Europe’s largest vacation ownership companies.

Prior to joining Holiday Club Resorts, Lucock held a number of managerial and business development roles within the vacation ownership industry and freehold business. He was CEO of the Anfi Group in Gran Canaria until 2007. In 2008 he joined Holiday Club to oversee their growth into Southern Europe. He has a sound background in banking and finance in the U.K. Said Lucock: “I very much look forward to continue building a transparent platform where our strategy is clear to everyone involved. It is a challenging but simultaneously rewarding task that lies ahead.

“I would like to see the RDO become a truly cohesive trade body for the industry in general where no member or partner is too small to be

heard, and to further establish it as a credible trade organisation that gives the industry and consumer a reference point of trust.

“The timeshare business is more than a business – it is a way of life. I am passionate about the future of the industry and hope to be able to lead the organisation into a transparent future where the needs of our members are contemplated in an open environment.”

Holiday Club Resorts is Finland’s leading service provider of leisure travel and one of Europe’s largest vacation ownership companies. The company was established in 1986 and specialises primarily in vacation ownership.

Survey indicates strong timeshare sales

All inclusive versus timeshare - the impact

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study commissioned by The Resort Development Organisation (RDO) has revealed strong timeshare sales in Europe, despite the on-going economic difficulties.

According to the latest research, European sales totalled approximately €750 million last year, and the study also highlights a new trend towards shorter-term timeshare products.

RDO commissioned Bournemouth University’s market research group (MRG) to undertake an extensive research study.

The report analyses the performance of the industry in 2011, specifically sales volumes and the value of sales, as well as employee and payroll numbers.

According to the report, 78,118 sales were made across Europe in 2011, with an average of 121 sales per resort. The average sales value at each resort topped the €1 million mark, with an average sales value over €9,500.

In previous years sales totals were based on the average price of a classic timeshare week. The change reflects a shift towards shorter-term and limited-term products that can be bought and held for five to ten years, with an exit strategy at the end of the term already in place.

Today’s timeshare buyer is typically now a younger family, who perhaps wants to buy a five- to ten-year term product to enjoy holidays at various resorts around the world, but who may not require a longer-term product.

The study highlighted 1,345 resorts around Europe, and reveals an estimated 40,000 employees supporting resort sales and operations, with an average of nearly 30 employees at each resort.

The report underscores the fact that the timeshare industry remains robust, is adapting to consumers’ needs in the current economy, and continues to evolve, creating new products for a whole new generation looking for new and exciting holiday experiences, adapted to their lifestyle.

by Sharetime reporter he Resort Developer Organisation (RDO) has compared the impact of ‘everything paid for in advance’ holidays on the local community with stays at a timeshare resort in the Scottish Highlands.

A BBC reporter visited First Choice Holiday Village, in Benalmadena, near Malaga, and spoke to various local business owners who have been losing money because all-inclusive hotel deals are keeping guests on-site and tourist spending down.

A BBC business report exploring the problems with all-inclusive holidays highlighted the increasing loss of income for small local businesses because of the rising popularity of all-inclusive vacations.

The organisation Tourism Concern, which is alarmed at the growth of all-inclusive deals, was also featured.

Said the organisation’s Mark Watson: “Local restaurants in places such as Mallorca have had to close down because people are not going out and spending money in the local restaurants or shops.”

Pre-paid, all-inclusive holidays have soared in popularity, due to the benefits of paying ‘up-front’ for food, drink, entertainment and even childcare.

Club Med pioneered the all-in holiday concept in the sixties and this type of vacation now accounts for up to a third of all holidays, up nearly 50 per cent in recent years.

Some hotel guests never leave the hotel pool to go to the beach, which is affecting the income of even the smallest local beach and coffee bars.

Timeshare, on the other hand, has helped generate growth and year-round – not just seasonal - jobs in a number of localities in the U.K. as well as overseas destinations.

One prime example in the U.K. is Hilton Craigendarroch, in the Scottish Highlands, which is part of the Hilton Grand Vacations Club.

The village ‘took off’ when the resort was built and more jobs were created for locals. Because timeshares are used year round and are less affected by seasonal fluctuations, there is a better chance of year-round employment and also 365-daysa-year demand for local restaurants, shops and businesses.

The timeshare industry generates over €3.2 billion of expenditure each year and employs nearly 70,000 people, with occupancy rates throughout the year running at about 72 per cent.

In a survey a few years ago, 87 per cent of owners said they were happy with their holidays and almost three-quarters thought their timeshare accommodation was better than the other self-catering holidays they’d taken. There are now well over 1.5 million timeshare owners in Europe.

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16

SHARETIME

Four Seasons Country Club In this issue of Sharetime we spoke with Ian Pugsley, resort manager, at Four Seasons Country Club in Portugal. The resort has just celebrated its 25th anniversary and is facing today’s challenges with new marketing programmes and loyal owners that return, year after year.

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Seasons Country Club; the Algarve is regarded as Europe’s finest golfing destination and with an average of 3,000 hours of sunshine yearly, golf here is a year-round sport.

The resort has 96 apartments and villas and there are just over 10,000 members in total.

Quinta do Lago is the jewel in the Algarve golfing crown, with five magnificent courses – Quinta do Lago North, Quinta do Lago South, Laranjal, Pinheiros Altos and San Lorenzo.

our Seasons Country Club is located in the exclusive resort of Quinta do Lago on the Algarve in southern Portugal, just 20 minutes from Faro International Airport.

Ownership of the club is in the hands of the members. The management of the resort is controlled by a board of directors, the majority of whom are members.

The day-to-day management is the responsibility of general manager Ian Pugsley.

The club employs a total of 136 staff.

The resort offers one- or two-bedroom apartments or two-bedroom townhouses all with furnished terraces and patios designed to give maximum privacy.

Facilities include an extensive outdoor pool area which is family orientated and specially designed to suit all ages. There is also a special children’s pool and an indoor pool which is heated all year round with whirlpool bath and saunas.

Within the clubhouse there is also a snooker room, television lounge, business centre, squash courts, state of the art gymnasium, crèche, beauty salon and hairdressers.

Internet access is available within the clubhouse and in all apartments and villas.

You’ve recently celebrated 25 years in operation, what is the history of FSCC? It was in the early 1980s that Ambrose McInerney and his brother Dan, joint heads of the Dublin based property group McInerney plc, started nursing their brainchild, Four Seasons Country Club.

They were inspired by the idea of creating a timeshare resort based on the concept of a family style club for members but with top rated golfing and other leisure facilities.

It was their first attempt at the leisure market and a ten million pound sterling commitment to a timeshare concept might have been regarded as a risky business in the Algarve, where timeshare had met with some distrust.

But Four Seasons Country Club proved to be one of the most astonishing success stories of the decade in tourist development in southern Portugal.

Golfers are spoilt for choice at the Four

Four Seasons Country Club Exterior

FIFA 5 a side football pitch

By the end of 1988, when other more poorly conceived developments might have been feeling the cold, Four Seasons Country Club was completely sold out.

In June 1988 the club was handed over to the members who, over the last 25 years, have continued to invest in the club to extend and improve facilities.

Congratulations on your TripAdvisor 2012 award. Tell us more and why it’s important to your resort?

Thank you, yes, we received a TripAdvisor certificate of excellence and a Traveller’s Choice Award in the category covering the top 25 small hotels in the world for families.

In this day and age people are using the Internet more and more to research where they would like to take their holidays and where they would like to stay and eat.

Clearly the views expressed will be very subjective and, on occasion, the site is perhaps not used for the purpose that it was created. But I think most people are astute enough to sort the comments and make their own decisions.

Research does show that many people use the site when making decisions about where to stay. Given that this is the case it can be a very significant source of business.

The club’s main restaurant, with poolside terrace dining and the bar, are also located in the clubhouse which forms the focal point of the resort.

Within the grounds is the tennis clubhouse, three floodlit allweather five-a-side football pitches, lawn bowls, children’s play area and a putting and pitching green.

The original site of the club was 17 acres of virgin pine forest, which McInerney bought in 1983. Work started on construction in 1985 and in July 1986 the club was officially opened in the presence of the Algarve’s civil governor.

At the club we put the emphasis on quality and delivering customer satisfaction; the staff are fully aware that they are under even more scrutiny from each and every guest and our emphasis is on giving each guest a positive experience.

But Four Seasons Country Club proved to be one of the most astonishing success stories of the decade in tourist development in southern Portugal.

ISSUE 12 • Winter 2012

How has your resort fared over the past five years?

them informed of events at the club and any special promotions that are available.

local membership of the club with weeks from the low season.

The years since the downturn started in 2009 have been very challenging. This is particularly so for a resort based in Europe where costs are in euros while 85 per cent of its membership is U.K.-based. Handling the fall in the value of sterling against the euro which began in 2008 has been a problem.

Recognising members and their value is also important: the recent introduction of a 30 per cent special member discount has been very well received.

We expanded our internet marketing activity and increased our communication with existing members with regular newsletter e-mailings.

For a period Portugal became a much more expensive holiday destination and this impacted on how members used their weeks.

Some chose to sell or to rent their time at the club. However, our bank of weeks that are for sale is still very low compared to many resorts and fortunately the exchange rate is now beginning to recover.

We started to see some signs of an upturn in the middle of 2012, which we hope will continue and the published annual accounts show that the club is still in a strong financial position.

How do you keep your product attractive to today’s holidaymaker year round?

The resort appeals to a wide market: family orientated in school holidays but with the comfort and convenience at other times of the year for golfers, sportsmen or those just looking to sit back and relax.

Continued investment over the years has maintained the high levels of quality envisaged at the outset and the club also prides itself on its high standards of professional yet friendly service.

While the benefits of high season weeks are easy to understand, we maintain the same levels of service and facilities at quieter times of the year. For winter 2012, we have introduced an extensive programme of events.

Members who have been with us for 25 years receive special recognition as indeed do the staff who have also reached that milestone.

You have recently updated your resort website; what were your reasons behind this decision?

Today, most people look for holidays and plan them through the internet. It is important that the club has a strong presence on-line and that our website is easy to find and use.

It was time to refresh our image and the new site reflects this. We have also shifted the emphasis slightly more towards the rental market, although we still maintain an active members’ section.

At the same time we have been able to take advantage of improvement to the formats that are used for photographs and videos, giving the visitor to the site a better experience.

Your new resort video and I-brochure are great – do these play an important part in your marketing plans?

Absolutely, they bring the club and Quinta do Lago to life. We want to project the uniqueness of the club and all it has to offer.

Visitors to the website can get a real feel for the quality of the resort and the beauty of the area and are able to easily forward this to others.

Members who own at this time benefit from a discount voucher for use in the club’s restaurant and bar and can also benefit from a 30 per cent discount if they wish to rent accommodation at the club at another time of the year.

Adding value is our motto.

Four Seasons Country Club indoor pool and whirlpool

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

Many of our member families have been with us for more than 25 years and we are pleased to welcome the next generation with their families.

Before the recession took hold our marketing was limited and referrals covered pretty much all of our needs. We had consistently high levels of occupancy, an extremely limited inventory for sale and a waiting list of people wanting to buy.

In recent years we have been encouraging members to use the club more and to introduce the resort to their friends and colleagues.

There is tremendous loyalty and this has proved paramount in maintaining the levels of occupancy that we have continued to enjoy.

Regular newsletters e-mailed to members keep

We are fortunate that there are no ‘remaining weeks’ as the resort has been completely sold out since 1988. As members’ circumstances change, though, they may wish to sell weeks, move to different weeks or add weeks to their existing membership.

We have, therefore, operated a very successful inhouse re-sales programme since the early 1990s.

Our sales approach is very low key: no door knocking, no disturbance of a guest on site, just an open door policy of “if you’re here and you like what you see and would like to talk to us we have a sales team who will be happy to give you information and advice”.

We have created some promotional literature on the benefits of membership but word of mouth through referrals and personal recommendations is still one of the most important sources of new members.

Many resorts scale down their operations in winter. You seem more active than ever.

What do you offer?

We believe it is important and fair to deliver the same level of activities and service throughout the year. We do not scale back during the quieter months and over the last couple of years have developed a programme of events for this period.

We have linked some of these with a local charity, ACCA, which looks after underprivileged children in the Algarve. Some highlights have been our jubilee spinathon, which raised over €20,000, the Christmas market, wine tastings, family sports day and various competitions.

What are your plans for the future?

Why do you think you have succeeded when other resorts have struggled?

Referrals from existing members have always been a very strong source of business and when people visit the club they are impressed with the facilities, comfort, warmth and friendliness.

How do you market and sell your remaining weeks today?

However, in recent years we have had to become more active and have created an in-house marketing team that meets weekly to create new ideas and implement new initiatives. We have undertaken an in-house re-branding and have reached out to new markets in countries where we previously had little presence.

In-house we have extended our range of events and activities and have also promoted

Maintaining the quality of the resort and a high level of service to guests is of course a key goal. That is why they keep coming back year after year. Continuing investment into the club is also very much part of the future and plans are already in the pipeline for the refurbishment of the villas and improvements to the facilities as soon as the economic conditions show some signs of improvement.

As a resort, what are you most proud of?

The level of positive feedback we receive and what the club has meant to so many people over the years. The friends that they meet and the enjoyment that their time at the club gives them and the children that we have seen grow up.

Many of the children still keep in contact with each other and when they grow up they want to come back to the club to stay with their own children. In essence a real sense of family that extends from the members to the staff.

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SHARETIME

Christel House golf tournament 2013

Timeshare blog launched

T

timeshare blog has been launched to provide positive news about the industry and independent reviews of timeshare resorts.

he 2013 Christel House Open Tournament will take place on June 17 at Badgemore Park Golf Club, Henley-on-Thames, Oxfordshire.

children; we hope to beat this again in 2013 and will be back at Badgemore Park which was a very successful and popular venue.

This will be the eleventh tournament to be held in the U.K. and the organisers are hoping to break all records again. In 2012 a total of £30,000 was raised, all of which has gone directly to benefit the children at Christel House Schools in India and South Africa.

“TATOC has always been a very generous supporter of our work and we hope that Harry Taylor will be playing again. We’d be delighted if any more golfing members of TATOC would like to join Harry – perhaps in a TATOC team – and share in a fun day and a great evening all in a good cause.”

Sixteen teams of four, all connected with the timeshare industry, played in the 2012 tournament and many more industry personalities joined for the celebratory evening dinner.

For details of how to enter a team or perhaps sponsor a hole please contact Liz Taylor at Christel House Europe email etaylor@uk.christelhouse.org or Emily Collins at emily@sharetimemagazine.com

Said Vivienne Noyes-Thomas, development director for Christel House Europe: “The 2012 sponsors and players helped us raise a fantastic total for the Christel House

For more information about the work of Christel House and how past donations have been put to good use please visit www.christelhouse.org

Holiday Club renews RCI affiliation

Vesa Tengman, chief executive, Holiday Club Resorts, said, “We have had a long, beneficial relationship with RCI, and given the value of the exchange product to our owners, we are pleased to have re-confirmed our business relationship for future years.

H

oliday Club Resorts has signed a new agreement with exchange company RCI.

The Finland-based developer is the largest European timeshare developer, with resorts in Finland, Sweden, mainland Spain and Gran Canaria.

The new affiliation agreement brings Holiday Club Resorts and RCI together for a new term, and the 36 existing Holiday Club Resorts properties will continue to be a part of RCI’s affiliation network.

“We have undergone some important changes in our business in recent years – entering new markets such as the Canary Islands. We look forward to taking our business to the next stage with RCI’s exchange network being a key element of our product offering.”

Dimitris Manikis, RCI vice president, said, “We value our relationship with Holiday Club Resorts and this agreement means we will support them into the future, as this excellent business continues to grow.”

RFS negotiates consumer finance

has a panel of several lenders offering the facility. Interest rates and terms will vary from each lender and is dependent upon the customer’s status and loan size.

Resort Fiduciary Services (RFS), has negotiated consumer credit facilities with U.K.-based lenders. The finance can either be on an unsecured or secured basis and is available to U.K. purchasers.

RFS has introduced a number of resorts to the master broker, and these resorts have already started placing business.

Over the last number of years the majority of resorts have had to rely on purchasers paying cash, or have fundrf the purchase through their own in-house finance programme. For the resort this is a drain on cash reserves.

RFS’s unsecured facility is through a new lender, who is taking a cautious approach to the market and is seeking resorts that are running active sales programmes.

The secured facility is through an association with a master broker, who

This facility can allow customers to consolidate other debts that they may be carrying, which may have precluded them being able to purchase weeks from the resort.

Where a developer is operating its own in-house finance programme, the facility can be used to offer an alternative loan and consolidation should they be in default due to other existing credit commitments.

For further information please contact Andrew Horton on +44 1234 888777 or by email at andrew@resourcess.co.uk

A

The Timeshare Reporter is a new blog written, reported and reviewed by Mark Bell, owner of one of Europe’s leading timeshare re-sale companies, Confused About Timeshare.

With over 16 years of timeshare experience dealing with complex legal transfer of ownerships along with the purchase and sales of re-sale and developer inventory, Bell decided to share his extensive knowledge, reviews and timeshare news online.

The blog is for consumers, timeshare owners, re-sale companies, developers, exchange companies and anyone with an interest in timeshare who wants to get involved and post comments and reviews.

Confused About Timeshare is a TATOC silver affiliate and complies with the association’s code of conduct. It is registered on the TATOC Business Directory under recommended re-sale companies.

Diamond Resorts expands portfolio

D

iamond Resorts International has purchased timeshare company Aegean Blue, adding five resorts located on the Greek islands of Rhodes and Crete and 7,400 owners to the Diamond portfolio.

“Our growth strategy is clear as the expansion of the Diamond portfolio remains a high priority in an effort to provide more destination choices to our owners, members and guests,” said Stephen Cloobeck, chairman and CEO. “We now offer opportunities to vacation at more than 220 resorts in 28 countries around the world.”

Aegean Blue resorts are: •• Village Heights Golf Resort, Hersonissos, Crete; •• Sun Beach Holiday Club, Ialyssos, Rhodes; •• Leoniki Residence, Rethymnon, Crete; •• Grand Leonike, Rethymnon, Crete; and •• The Village Holiday Club, Koutouloufari, Crete Diamond has also expanded its portfolio with 17 new affiliated resorts in the U.K. through its partnership with Puma Hotels Collection.

The Puma Hotels Collection features 17 hotels across the country from traditional coastal and country retreats to vibrant town and city getaways.

Stephen Cloobeck added: “Our new partnership with Puma Hotels Collection broadens our offerings in the U.K. and presents even more choices for our owners and members.”

ISSUE 12 • Winter 2012 Affiliate update

Taking on the world – one luxury trip at a time

You’re hired!

I

Apprentices ‘graduate’ at Macdonald Hotels & Resorts

t’s been a busy few months for TATOC silver affiliate LiveShareTravel.com.

The site founded by Sarah and Terry Lee has expanded its focus, introducing new audiences to timeshare and fractional products.

Besides highlighting the best in shared ownership and ways to make the best of membership, LiveShareTravel has broadened its remit to take in other areas of luxury travel.

“Timeshare has always provided owners with, at the very least, good quality accommodation and luxurious stays in some of the most desirable destinations around the world. So this seemed a natural progression,” said Sarah Lee.

will be reported on LiveShareTravel and its Twitter and Facebook pages.

The tour started in November in South Africa, and is quickly being followed up by Thailand, Malaysia and Cambodia. Next in line are Australia, the U.S.A., the Bahamas and Jamaica.

F

Sarah Lee said: “From wildlife safaris to whale watching, helicopter flights to dancing with indigenous tribes, Cheryl will lead you on a journey of excitement and discovery.

Congratulating them, group chief executive David Guile said the company was committed to providing the highest standards of product and service.

“All the great places she visits along with her experiences will be charted on LiveShareTravel – hope you join us for the journey.”

“From front of house to food and beverage and back office functions, we are passionate about providing the highest possible standards of training and career development and rewarding those individuals who wish to improve their skills and excel in hospitality.

The expanded focus, on the site, which attracts more than 11,000 visitors a month, also coincides with the release of a book by LiveShareTravel’s founders.

“We are extremely proud of our apprentices, who have worked extremely hard within their hotels to earn the right to graduate with invaluable skills and recognised industry qualifications.”

The Luxury Travellers Handbook is available in paperbook or e-book and helps travellers find luxury for less and enjoy fabulous travel experiences at the same time.

The company, whose ten timeshare properties in the U.K. and Spain are affiliated to RCI, established the apprenticeship scheme in December 2010 through a contract with Skills Development Scotland There was an initial intake of 80 apprentices.

The on-line magazine has teamed up with TV presenter Cheryl Gibbs as she tours four continents in four months and all the news

CLC World links to golf tourism in Turkey

O

ne of Europe’s leading resort property developers and operators, CLC World, has led the way in opening up golf tourism to the popular Aegean hotspot of Kusadasi, Turkey.

alternative for golf-thirsty travellers and offers a lot of unique benefits to visitors.

These include Ephesus, one of the ancient wonders of the world, and the house of the Virgin Mary.

An official opening of its flagship Kusadasi Golf & Spa Resort, along with the adjacent 18-hole Kusadasi International Golf course, took place on Turkey Republic Day.

Kusadasi International Golf is a modern course, built across a hillside with buggies in mind. It has undulating fairways and fantastic views to the sea on one side and mountains on the other – and can be considered one of the most beautiful courses in Turkey.

It is the first 18-hole course in the area, with five others reported to be in the pipeline.

Traditionally, golf tourism to Turkey has centred on the Belek region.

Three top Turkish golfers who play for the national team took part in an inaugural competition which was followed by a party attended by local dignitaries, business people and some of the country’s rising young golf stars.

Course manager, Swedish born Fredrik Hansson, said: “Kusadasi is an exciting

orty apprentices from across Scotland have ‘graduated’ from Macdonald Hotels & Resorts’ modern apprenticeship (MA) programme.

Crowning that same hill is the impressive multi-use resort, with its fantastic array of facilities such as 11 swimming pools, a sumptuous spa and Turkish hammam, sports including tennis courts, bars, restaurants and shops.

For details of exciting CLC World freehold properties in Turkey, tel.+34 952 66 99 66 (Spain) or +44 (0)20 8358 4113 (UK).

All are full-time employees of Macdonald Hotels & Resorts and have followed a structured rolling programme directly linked to the standards set by the U.K.’s largest privately owned hotel group.

At any one time, the group runs approximately 60 apprenticeships at various levels for individuals aged from 17 years of age.

On successful completion of their 12-18 month-long training, graduates receive a nationally recognised award that reflects the skills and level of competence in their chosen role, from food and beverage to housekeeping and front office.

Caroline Bellenger, human resources director, added: “Since we initiated the programme two years ago, the modern apprenticeship programme has had a positive impact across the group.

“This includes staff retention, increasing self-confidence, maximising opportunities for personal development and further enhancing the quality of customer care.

“The scheme has provided a clear career path with 16 gaining a supervisory position following graduation.”

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SHARETIME

Wise Words: The re-sale scam and how to combat it

by Lisa Ann Schreier

T

he proliferation of fake or, at the very least, unscrupulous timeshare re-sale organisations continues to be a grave issue for consumers and timeshare resorts alike.

This is evidenced by the daily phone calls and e-mails that TATOC, other organisations and my company, Timeshare Insights, receive on a daily basis.

Much has been said, by wiser voices than me, about the need for individual timeshare resorts and timeshare groups to both offer an exit strategy and one or more short-term timeshare options.

While I couldn’t agree more with both of those strategies, let’s be honest: this is not something that is going to be implemented in the short term.

Timeshare resorts have known about the problem for years and have done very little about it, whether due to ignorance, short-sightedness or just a desire to not ‘upset the apple cart.’

If I’ve learned anything from my years within the industry, it’s that the wheels of change are very slow.

In the meantime, timeshare owners continue to suffer.

Owners, or at least the ones that are prone to fall to these timeshare re-sale scams, are confused and often in an emotional state when they get the postcard, letter or phone call offering them “a solution.”

If the explanations and warnings are only offered to timeshare owners as part of a sales presentation or are not worded strongly enough…consumers simply will not heed them.

They may have not been back to their home resort in 10 years or more and with the exception of an annual bill, have not heard from their home resort since their original purchase.

Also, and this is key: warnings need to be simple to understand and comprehensive.

This has been a ‘sticking point’ in the U.S. for some time now.

In my opinion it is the responsibility of both the resorts and the exchange companies to provide clear cut, easy to understand and - I cannot stress this last point strongly enough - non-sales oriented materials to all timeshare owners explaining not only how these scam companies operate but why consumers should avoid them.

The explanation needs to be on every single exchange confirmation provided by ALL exchange companies as well as on all collateral mailed to all timeshare owners.

Newsletters are a great vehicle for these explanations and warnings provided your resort has a newsletter and that it’s an informative non-sales oriented newsletter.

It needs to be written so that timeshare owners understand that they should avoid ANY company or organisation that initiates contact first.

Owners need to understand the need for maintaining as much control as possible, thereby precluding doing business unless they initiate contact. The political and yes, I’ll say it, financial contribution shenanigans must be put aside.

TATOC and its members do an astonishingly great job of helping consumers.

I’m happy to work with both TATOC and any member to develop communication vehicles to assist timeshare owners and timeshare resorts around the world.

TATOC conference – speakers announced

T

ATOC has announced its 2013 programme of speakers for the annual conference, which takes place from March 8 – 10, at the Crewe Hall Hotel, Crewe.

The event begins on Friday evening with an informal drinks reception and dinner for all delegates. This is followed by two days of great speakers, presentations and networking focusing on the conference’s theme of Finding Solutions. The conference culminates with lunch on Sunday.

Confirmed speakers for both days of the conference include: Howard Nusbaum, ARDA; Calvin Lucock, RDO and Holiday Club; Ramy Filo, Dial An Exchange; Jim Wehrle, CARE; Rioma Cominelli; Vivienne Noyes Thomas (Christel House); Mark Caldicott (TATOC) and Alberto Garcia (MindTimeshare).

Diamond Resort International’s CEO Stephen Cloobeck has been confirmed as the keynote speaker.

“We are delighted so many leading players from the timeshare industry are attending this year and that Stephen Cloobeck has agreed to provide the keynote presentation,” said Harry Taylor, TATOC executive chairman.

“The theme of the conference is ‘Finding Solutions’ and the TATOC conference will do its best to do just that with frank and open discussion and great networking opportunities.

After last year’s success, the conference will go through to Sunday lunch.

Diamond Resort’s Stephen Cloobeck

TATOC director Geoff Chapman will open the conference with a summary of the association’s activities over the past 12 months. This will be followed

by Harry Taylor who will present the

association’s new five-year plan.

In another session, a panel of owner committee chairmen and members will take questions from delegates about finding solutions to the problems facing many resorts today.

There will be a number of breakout sessions covering various industry topics, and presentations from TATOC affiliated organisations.

Sponsorship and exhibition packages are still available and delegate forms can be downloaded from the TATOC website.

ISSUE 12 • Winter 2012

Women at the top In this regular feature we talk to women who have made it to the top in the timeshare industry. Sharetime spoke with Veranne Wilkinson, managing director of TATOC affiliate Hutchinson & Co Trust Company Ltd.

What was your first job?

I had various summer jobs as a student. My first was helping in the kitchen of a very large production plant with lots of hungry workers for both breakfast and lunch – quite an experience!

This was followed by working in a French bank as a cashier; not very exciting. But the most challenging was my first job in the U.K. - a waitress, in one of the oldest pubs in Portsmouth Harbour.

My conversational English at the time was relatively limited - which was a bit of an issue working in a pub. However, I met some lovely people and lasted the summer, by the end of which, I had apparently become a bit of a chatter-box!

How and why did you get into the timeshare business?

Totally by chance.

After finishing my masters degree in languages and business in France, I came to the U.K. and worked for a year in a secondary school as a French/Spanish teaching assistant.

I really enjoyed it but wanted to use my language skills in a business environment and put into practice all the theory I had learnt at Uni. So, I started applying for various jobs in the Hampshire/Surrey area, where I was based.

After a couple of interviews I was offered a position with Hutchinson & Co Trust Company Limited [‘Hutchinson’].

What was your first job in timeshare?

I joined Hutchinson as a French customer relations adviser in July 1996. I felt at home straight away and thoroughly enjoyed working in a multi-national environment. I also made a lot of friends along the way, friends I still have today.

Timeshare was still at its peak, and the days flew by answering phone calls from owners, replying to queries, checking contractual documentation, monitoring inventory and liaising with our developer clients.

Was this predominantly a male business?

Hutchinson wasn’t at all. However, as soon as I was given more responsibilities I became aware that the industry was very much male-dominated and that there were very few recognised timeshare ladies in this world.

Luckily, I was working with one of them, Joy Pope, from whom I learnt much over the years we worked together.

People want to buy into an experience.

Luxury, flexibility and short term are now integral characteristics of successful shared leisure products.

How did you fare as a female?

Thankfully, Peter Hutchinson, our chairman, has always rewarded hard work and encouraged staff to progress. Peter fully supported me and continues to do so today in my role as managing director.

The key to dealing with clients is only to make promises you can keep and deliver a consistently high level of service. That’s how you gain their respect, no matter your gender.

What were your challenges and successes?

I am very proud of the fact that I worked my way from the bottom to the top within Hutchinson and that I have been able to contribute in my own way to the growth of the business.

The challenges we face today are similar to those that timeshare developers encounter today: we need to adapt to a constantly changing market and move with the times. I’m glad to say we have successfully accomplished this over the last few years.

What are your current responsibilities?

I am managing director for the group’s trust business. This covers Europe, with our head office in the U.K. and a group office in Spain, and any trust activities in India and the Far East, where we also have group offices and where some of our prestigious clients are located.

What do you like about your job?

I work with great people and every day brings new challenges. I also enjoy working with our clients, right from the outset until the completion of a project, helping them achieve their vision and offering them flexibility and security.

Which resort developers do you admire?

And why?

John Spence, for his amazing entrepreneurial flair, who started as a sales rep in Tenerife and now operates over 15 resorts under the Royal Karma banner.

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

The product offerings have evolved significantly with the times. The fixed week/fixed unit model is no longer appealing to purchasers across the globe.

Why do you think there are so very few - if any - female developers or senior managers?

There is a definite change taking place now, as more women at senior level are appearing on the shared leisure scene. In the U.S. there have been many women at the top for many years. It seems that Europe is finally following suit.

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

Without a doubt. The timeshare world is full of opportunities for young, ambitious women.

If you could have made one major change to the timeshare industry what would it have been?

It would have to be the way timeshare was (badly) sold in the old days. The industry still suffers from the reputation it has inherited and this, in my opinion, has hindered its expansion.

How do you relax when the business day is done?

I attend British military fitness classes. These are held outdoors and run by current or ex-military personnel. They involve a lot of running, press-ups, sit-ups and burpees, usually in a lot of mud.

The exercises clear my mind, especially after a challenging working day. But, a nice chilled glass of Chablis or Sancerre also does the trick!

What are your plans for the future?

Eventually, to go back to my roots and buy a property in France. Not just yet, though ...

21

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ADVERTORIAL

A concept that evolved out of change Although timeshare was the best method of pegging holiday costs over the past 30 years, flexibility was limited, even with the exchange organisations. A new product presence was needed which had all the positive attributes of timeshare but none of the negatives. The need was met with the formation of AROMA in December 2010.

Adding AROMA AROMA falls within the timeshare industry but it is not timesharing in the true sense.

It is a holiday club whose members receive certain rights which enable them to holiday in many destinations throughout the world.

Members of the club do not acquire individual timeshare weeks but purchase holiday points.

Each week of holiday accommodation is valued on a points basis - from week 1 to week 52 throughout the year, resort by resort. The number of points required for each week depends on the time of the year, the quality of the resort and the number of bedrooms per unit.

account and it continues to grow until you withdraw it, as and when you need to and however much you need.

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

AROMA’s policy has been to acquire holiday properties mainly in the peak holiday periods and at the moment, a high percentage of the points held are in peak periods.

Conversion of a Timeshare Week AROMA has a unique facility allowing timeshare owners to trade in their timeshare in the name of the club for points to the value of the week - a useful option as needs change.

current market value of their unit and they could purchase additional points which would be added to their trade-in enabling them to holiday during school holiday periods.

The couple with the three-bedroom unit would have a large number of points, enabling them to take four or five out-of-season holiday weeks. Alternatively they could give points to their children or surrender surplus points back to the club.

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

The industry is moving more and more to the points system and the majority of the sales within the timeshare industry are on a points basis. Club Leisure Group, pioneer of the points system, has shown phenomenal growth over the last 25 years.

No restriction is placed on the number of points the member may acquire and the member may purchase additional points at any time. The total of the members’ points in the club is represented by the asset made up of holiday accommodation owned by the club. Once the member has been allocated points he can book a holiday.

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

Ideally the two families now need to swop each other’s weeks.

In February 2011, a new directive in respect of timeshare and long term holiday products came into force around Europe.This directive has been welcomed by Aroma as it finally allows for a level playing field within the industry, it has slowed sales down considerably as many entities struggle to adapt, however Aroma believes that it was exactly what was needed in the industry and has always been a firm supporter of considerable consumer protection and Aroma really is now in a position to be the Club of our time....

The system can easily be compared with that of a bank, where you deposit money into an

With AROMA, the family with a studio unit would be allocated points amounting to the

www.aroma.eu.com

24

SHARETIME

Trip Advisor announces Traveller’s Choice 2012 award winners

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rip Advisor has announced its 2012 top ten worldwide ‘Destinations on the Rise’ with some surprising results.

The awards reflect destinations that have seen the greatest increase in positive feedback and interest from travellers year-on-year.

Destinations on the rise winners are determined based on the reviews, opinions and interest expressed by millions of travellers across the world.

Topping the list is Mar del Plata, in Argentina, with Sao Paulo, Brazil, and Kiev, in the Ukraine, taking second and third spots.

Other places on the rise include: Montevideo, Uruguay; Perth, Australia; Mexico City, Mexico; Hobart, Australia; Guadalajara, Mexico; Moscow, Russia; and Turin, Italy TripAdvisor is the world’s latest on-line travel site, helping travellers to plan and enjoy the ‘perfect holiday’ trip. Its branded sites make up the largest travel community in the world with more than 60 million unique monthly visitors and over 75 million reviews and opinions.

The site covers more than 114,000 destinations and over 655,000 hotels. More than 60 new contributions are posted every minute.

Despite the importance of TripAdvisor, many timeshare resorts shy away from

the opportunities available. RCI’s Dave Thackerary challenged this view in a recent article for Ventures magazine.

He suggests there are four things resorts need to know about TripAdvisor: 1: Your resort should be on TripAdvisor In the spirit of authenticity and transparency, every timeshare resort should have its own listing on the holiday reviews site.

As part of their affiliation, RCI partners are already listed in the on-line resort directory at RCI.com for the benefit of browsing members.

Trip Advisor is simply another marketing opportunity for resort operations.

2: Owners should be posting on TripAdvisor The new Facebook ‘friends first’ feature actually provides a golden opportunity to generate new leads at no cost.

Rather than shy away from TripAdvisor - as many hoteliers do – resorts which embrace the website and even show owners how to use it to post favourable reviews about their experiences will inspire them to share their experiences with the wider world.

Feedback forms offered at the time of checkout may include links to a resort’s page on TripAdvisor to make it easy for people to post their comments on-line.

TRAVELLER’S CHOICE AWARD 2012 3: Read TripAdvisor reviews TripAdvisor is one of a suite of methods available to check the pulse of a resort.

Reading what people have to say about their holidays is an essential part of building a business.

TripAdvisor provides the chance to measure opinion, verify systems are working, and encourage comments to praise or clarify points.

4: It might be time to up your game You’ve heard the ‘silver lining’, now here’s your chance to avoid the cloud!

Just as your greatest evangelists will be centre stage among friends, so will those who have negative things to say. The first priority should be to audit all your feedback and take action to remedy any concerns.

Social media provides the opportunity to identify guests’ negative problems and experiences – and remedy their concerns.

This could be the greatest opportunity a resort has to right wrongs, and evolve a solid social media strategy to build a thriving owner community ready to talk with, and about, a resort on-line to the world.

Research shows popularity of mobile devices for online bookings

M

any people are using their mobile devices to book holidays on-line, according to the latest research from ABTA.

The younger generation has particularly embraced mobile devices when they book a holiday, with nearly half (47 per cent) of those aged 15-24 using this method to book.

When asked what device they had used when booking a holiday on-line in the last twelve months (either through a travel agent, tour operator, bookings engine or direct), nearly a quarter (24 per cent) of people had used a mobile phone or tablet device, such as an iPad.

The number booking on-line via a mobile device drops significantly for those aged over 45, with just over one in ten (11 per cent) of those aged 45-54 using the facility.

However, the PC/laptop remains the device of choice, used by 89 per cent of people who booked a holiday on-line.

Some 14 per cent used their mobile phone to book a foreign holiday on-line and ten per cent booked on a tablet device, highlighting the importance for travel agents and tour operators to have apps that are compatible with these devices.

The figure for domestic bookings on-line was similar, with eight per cent using a tablet device and 12 per cent using their mobile phone.

Males were also more likely to book on the go, with 30 per cent of them using a mobile device to book a holiday on-line, compared to 17 per cent of females.

Victoria Bacon, Head of Communications ABTA, said: “When it comes to booking a holiday it’s clear that consumers want choice.

“Travel agents and tour operators need to ensure that they have the right tools and technologies to market their products and offer consumers the option to book and browse, through a range of different methods.”

ISSUE 12 • Winter 2012

LiveShareTravel top five timeshare destinations for 2013

A

t this time of year we start to think about holidays ahead. There are so many exciting destinations for timeshare and the options grow every year as great offerings open around the world.

There are also some classic destinations with a lot to offer, too. Here are our recommendations.

1

2

AUSTRIA

AUSTRALIA

Austria is a year-round destination with a growing number of RCI resorts.

Well-known for its excellent winter skiing, spas and well-being, Austria is now being discovered for its sublime summer offerings.

From spring through to late summer the lush green mountains and countryside are a haven for hikers and walkers.

3

FLORIDA

4

INDIA

5

FINLAND

With spectacular valleys and alpine vistas the scenery is captivating.

In winter, besides traditional winter sports like skiing, snowboarding and snowmobiling, you can also delve into the Austrian way of life with a visit to a music festival or even a traditional Christmas market.

Beside the cultural delights don’t forget to try the ‘gluhwein’, or mulled wine.

India is quickly emerging as a top spot for long-haul timeshare holidays.

Australia is one of the most popular destinations with Dial An Exchange members.

The country has as much variety as it has spices and colour. The rich history, culture, landscapes – from mountains to beaches – and enticing foods make it a fantastic destination.

A continent in one country, this vast tantalising landscape is teeming with exciting opportunities and experiences. From Cairns in the north, its enormous coastline takes in the Great Barrier Reef, and some of the best diving spots and marine life in the world.

The beaches seem endless and the incredible climate is one that those of us based in the U.K. can only long for.

What sets Australia apart aren’t just its impressive natural attractions and famed landmarks like the Sydney Opera House, but the lifestyle in cities like Melbourne, Brisbane, the Gold Coast and Perth.

Florida is a timeshare hotspot and will remain so in 2013, particularly as the sunshine state will be celebrating its 500th anniversary.

It was in 1513 that Juan Ponce de Leon landed on the east coast of Florida and throughout 2013 there will be statewide events - your chance to visit and be part of American history.

ABTA Calls on international community to join campaign against APD

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BTA is calling for the international community to join the campaign against further increases in the U.K.’s Air Passenger Duty (APD).

Britain’s aviation tax is the highest in the world. Since APD was introduced in 1994, annual revenue raised by the tax has increased by 250 per cent.

This year alone, £2.6bn of holidaymakers’ and business travellers’ money will go to the Treasury and by 2015, the Government has stated it will increase revenue from APD by a further £1.2bn.

From the north of this huge country down to the very south, whether taking a tiger safari or visiting the Taj Mahal, lying on the beaches of Goa or travelling the backwaters of Kerala, India challenges and fascinates in equal measure.

ABTA believes the tax is having a direct impact on the travel and tourism industry as it makes the U.K. less attractive and air travel less affordable for U.K. passengers.

And with great accommodation on offer from companies like Sterling Holidays, Club Mahindra and others there’s plenty of choice of where to stay.

In a recent ABTA survey four in ten U.K. consumers said that high air taxes put them off flying, highlighting how the tax is influencing travel decisions.

Finland is a timeshare destination with firstclass accommodation that can be enjoyed both in winter and summer.

ABTA is part of the Fair Tax on Flying alliance, which this summer launched a new campaign website: www. afairtaxonflying.org where both U.K. and non-U.K. residents can use an email template to call on the British Government to commission a review into the economic impacts of APD.

It may not be an obvious destination, but it is a fascinating one, offering a rich variety of attractions including 187,000 lakes, sophisticated cities and the heavenly light show of the Aurora Borealis and in summertime the midnight sun.

Alongside this, Florida’s world-class theme parks, outstanding beaches, great American hospitality and entertainment will ensure a great family holiday.

During spring and summer it’s great for boating, lakeside beaches, fishing and walking and as the snows fall – skating, skiing, snowmobiling and wilderness barbecues. And never forget Santa Claus himself lives in Lapland in the north of Finland.

Let’s be clear Florida is the world’s biggest playground.

The country is easily accessible to drive around and explore by road.

Mark Tanzer, ABTA CEO said: “In the U.K. we currently pay the highest air taxes in the world, We would encourage all of you affected by the continued increases in this tax to make your voices heard. There are many ways to get involved, whether it is through your own governments, lobbying the U.K. Government or simply sending an email from our campaign website.”

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SHARETIME

International Timeshare Day – the results On November 1, the first International Timeshare Appreciation Day was held. Organised by the Timeshare Crusader and Sharetime columnist Lisa Ann Schreier, the inaugural event was supported by owners around the world and a number of key industry players. Here is Lisa’s view of the day.

Part 1 - The wonderful

The first annual International Timeshare Appreciation Day (ITAD) was held on November 1 and I was blown away by the positive response. We had nearly 800 people share their positive stories on the Facebook page... which will remain operational and monitored.

This endeavor would not have been possible without the hard work and efforts of the following: DAE Live, Confused About Timeshare, Lake Forest Resort and Club, TATOC, Worldwide Timeshare Hypermarket, Azure Resorts, LiveShareTravel and RCI Ventures.

The terrific responses from owners were sincere, unscripted, honest and unedited in marked contrast to other sites, which claim they want to hear from owners but edit anything that doesn’t fit into the doctrine that’s being preached.

Many of these owners have owned for 15, 20 and even 30 years, flying squarely in the face of the oftrepeated stories that timeshare owners want out.

They don’t. These are savvy, educated owners who know how to get the most out of their purchase.

Part 2 – The less so wonderful

One very sad note: It was incredibly disheartening to see the almost non-existent participation from U.S.-based timeshare resorts and, therefore, their owners.

There are several possible reasons for this - and I’m convinced that the easiest explanation is that too many timeshare organisations still don’t fully grasp social media and transparency.

People are talking about timeshare all the time…ITAD provided a forum for unedited, unscripted and truthful thoughts about timeshare.

You have to strongly believe in your product to avoid being fearful of what people will say.

Timeshare organisations had everything to gain by jumping aboard ITAD. However, I remain convinced that there are many happy timeshare owners in the U.S.A.and we have almost a year to get the word out to them!

Part 3 - Lessons learned I’ve learned who to trust and who to partner with; I’ve learned who provides great customer service in timeshare and who only claims to; I’ve learned that the U.S.-based industry will NEVER embrace what I’m trying to do and that’s OK; I’ve learned that certain organisations “get it” and others don’t. Guess who will survive?

Coda Overall, the first annual International Timeshare Appreciation Day can only be classified as a success. The Facebook page will remain up and running so that people and organisations may continue to spread the good word about timeshare.

I look forward to working on next year’s initiative. Onwards!

ISSUE 12 • Winter 2012

Diamond purchased the resort soon after and things started to improve; resorts were upgraded and refurbished. We liked our holidays with Diamond so much we then bought 4,500 more points from a fellow member. This makes us silver members with 15,500 points.

points owners with Diamond Resorts

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n 1995 we bought a threeyear timeshare “taster” package with Sunterra and, after having three fabulous holidays, we decided to buy the full package.

Our first taster holiday was a week at the Los Amigos Beach Club, in Spain. This was followed by a week at Royal Sunset Beach Club, in Tenerife. It was on our second visit here just two months later that we decided to buy the full deal.

Initially, we purchased 7,000 points but found this didn’t quite meet our needs so we then purchased a further 4,000 points from a member who no longer had need of them.

In December 2011 I retired and my wife only works part time. This allowed us to take even more holidays and for longer periods of time.

The points we have do not last long when you retire so I rent points from fellow members who can’t use them but want to cover their maintenance charges. For example, we booked nine weeks from November 2012 in Sunset Bay, in Tenerife, using a fellow member’s points.

In our opinion the best Diamond resort is Royal Sunset Beach Club, in Tenerife: we’ve stayed there about six times.

People tend to criticise timeshare but last January we decided not to use our timeshare and privately rented a onebedroom apartment in Tenerife, which the

Auntie Betty says...

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inter draws on my dears, the clocks have gone back and, if any of you can remember what the sun looks like, can you send in photos please?

It is surprising how quickly we forget about the summer. That is because Christmas is so much fun - the colour, tinsel and the sparkly lights. Although why do they start selling Christmas before Halloween?

For some, Christmas is a wonderful family occasion - it is also the time for repeats on the telly, Christmas TV specials that never live up to expectations and those holiday adverts.

The aim is to get you planning your summer holidays and book early.

This got me thinking again. I know, I do a lot of that – you have to keep your mind on something else when you are peeling the sprouts.

Anyway, I was thinking how lucky we are to be timeshare owners and we don’t have to worry about this annual decision. We already know where we are going, what we can expect, what the standard of accommodation is, where to go, what the food will be like and, more importantly, some of the people we will meet like the resort staff who greet you like family.

Then I started to think about how timeshare has changed over the years. It used to be a fixed week in a particular apartment. That meant you felt like it was your own apartment - and for the week/s that you were there it was YOUR apartment.

On arrival we found this was simply not the case. The bedroom was very small with just an 18-inch gap between the beds, both of which touched the wall. The apartment had no air conditioning and during the night all we could hear were dogs barking.

We decided to move into a more spacious air conditioned apartment in Santa Maria - but had to pay extra for this.

Of course, when you travel privately you don’t have the benefit of daily maid service with towels and bed linen changed every other day. Diamond Resorts apartments are generally air conditioned, very spacious and have large balconies.

In 2014 we are planning to take our family on a canal boat trip at Anderton Marina, in Cheshire, for two weeks so we are looking forward to this new adventure with Diamond.

We are highly delighted with our timeshare and, if it all ended tomorrow, we would have had more than our financial outlay back in fabulous holidays.

So yes, we love our timeshare holidays and have no intention of ending it for the foreseeable future.

Our favourite Spanish ex-pat tells us how things really are this Christmas

Of course you shared it with others but for that time it was your “home in the sun”.

Then we moved on to floating time – either a week or an apartment and sometimes both.

I always think this is a silly description when talking about a bricks-and-mortar apartment in Benalmadena. Although if your timeshare ownership is based on a yacht, floating is a great description.

What it really means, of course, is that you have access to a week in a type of apartment but you don’t know which.

Floating time requires a certain amount of planning while we try to reserve the weeks we want. This can sometimes feel a bit of a lottery and I always feel for the reservation department. All those members wanting to book during the school holidays – that can be tricky to handle. As with every lottery not everyone can be a winner.

So what did timeshare throw at us next? Points.

Some owners still ask what is the point of points. Well it is quite simple. Your week gets graded and valued at a certain number of points.

You can then use them to book holidays.

But this time, instead of just having your straight week at a resort, you can spread your points and your holiday time. One week’s worth of points for example could get you a weekend away, a week in the U.K. and a week in Spain.

Now we have a choice of ownership and this shows how the industry has adapted and

changed. But who asked for the change? Did we the timeshare owner ask for it or was it brought about by developers needing to sell not so popular weeks as well as the good ones?

Yes I know, but the developer needs to sell all the weeks and get more members to keep our management fees down.

As owners what do we actually want? Do we want to come back to our resort year after year? Is our timeshare week just one of our holidays? Do we want to experience new things or are we happier with the familiar?

I know the beach no longer holds the same fascination for me as it did when the family were young. Can our timeshare ownership reflect and respond to the changes in our lifestyle that come with age and experience?

Maybe it’s down to what we need now not what we wanted then.

Everything has to adapt and change and it is important to be aware of the choices available.

But the good news is that whether your ownership is fixed, floating or points you can go to the New Year sales and not worry about the holiday adverts or pouring over brochures.

“

by Chris and Gilliam Dwyer,

Silver membership gives us the little extras that other tour operators don’t include such as free daily newspapers, extra large beach towels, free Wi-Fi and, if you want to upgrade to a largersized apartment, it only costs £75.00.

owner had advertised as a penthouse suite.

For now, I have to go back to those Christmas cards. Now that is one task that does not change along with peeling the blasted sprouts.

Have a healthy and happy 2013.

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SHARETIME

Timeshare Directive now in Spanish law In this article, De Cotta Law takes a look at the impact of the timeshare directive legislation on the Spanish timeshare industry.

Other important aspects highlighted by De Cotta include: Timeshare or long-term holiday products cannot be sold as an investment.

Pre-contractual information will have to be provided to the consumer before the contract is sighed in the language of the purchaser (as long as it is an E.U. language).

According to the new law, this can be published on the company website, or on the website of its trade body. Advertising, promotional events and so on must always specify where this information can be obtained.

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Standard forms - such as for cancellations - and pre-contractual information have to be included in the contract; the obligatory clauses regarding the right to withdrawal and ban on advance payments will have to be signed separately by the consumer.

he European timeshare directive was officially transposed into the Spanish national legal system on March 16 this year and was ratified by law on July 6.

systems will have a maximum duration of 50 years (from January 4, 1998) unless they had a shorter duration or in the adaptation deed it was declared that their duration was indefinite.

As with much legislation, the new law does not only implement the new directive but also establishes new rules on taxation, timeshare systems and rights applicable in Spain.

In respect of taxation rules, a reduced VAT rate is established for the rights of rotational use and a reduced transmission tax is applicable to the transfers between private individuals.

Previous legislation had established rules to create a timeshare legal system under Spanish law based on real rights of rotational use. It was intended that this should have been the only application legal system in Spain.

The new law has imperative nature and consumers will not be able to waive the rights conferred on them.

However, the new law recognises systems based on personal rights created under non-Spanish law. This includes, for example, Club Trustee systems.

In the case of multi-destination timeshare clubs, the law protection is applicable if any of the resorts is within the E.U.; in the case of a contract that is not directly related to an immovable property the law protection is applicable if the entrepreneur carries out activities in an E.U. member state.

The new law has imperative nature and consumers will not be able to waive the rights conferred on them.

This is an important development considering the complexity of the systems under Spanish law and the requirements of the industry.

According to the new law, non-Spanish legal system rules can be registered at the relevant Land Registries. This could prove advantageous for the security of consumers and also for traders who would be protected against possible claims based on the lack of information or publicity of the non-Spanish system.

The adaptation of pre-existing systems, which was required by the previous law, is not necessary according to the new law.

However, pre-existing non-Spanish systems can be given publicity at the relevant Land Registries.

According to the new law all pre-existing

As demanded by the directive, the law is applicable to timeshare contracts with a duration of more than one year and establishes a 14-day cooling off period and an absolute ban on deposits during the cooling off period; The law regulates the sale and marketing of: • Timeshare contracts; • Long term holiday products; • Re-sale contracts; & • Exchange contracts In addition to the traditional formulae (timeshare weeks), moveable property such as cruisers and caravans, trial membership packages over one year and fractional products are considered to be timeshare and are subject to the law.

The right for a consumer to withdrawal without giving any reason, is 14 days from either the day the contract is concluded or the day the consumer receives the contract, if later.

If the withdrawal form is not provided, the period will be extended to one year and 14 days. If the pre-contractual information is not provided, the withdrawal period will be three months and 14 days.

The consumer can use the withdrawal form or another durable medium such as mail to exercise his rights. The deadline is met if the notification is sent before the withdrawal period has expired.

The consumer will not be liable to pay any costs including the value of services received before the withdrawal.

Any advance payments are banned during the withdrawal period including payments to third parties, guarantees and so on. This is also extended to re-sale contracts, where payments are banned before the sale takes place.

For long-term holiday products it is rather complicated. Payments are made by a staggered payment schedule with the membership fee divided into annual installments of equal value.

The trader must send a written request for this fee every year and from the second installment the consumer can terminate the contract without incurring any penalties by giving notice to the trader within 14 days of receiving the payment request.

Ancillary contracts, exchange, re-sale and credit contracts will terminate automatically when the consumer exercises this right to withdraw from the timeshare or long-term holiday product at no cost to the consumer.

Questions about the Spanish legislation or the European directive in general, should be directed to the TATOC helpline or timeshare law specialists De Cotta Law (sandrawrightson@decottalaw.net).

ISSUE 12 • Winter 2012

The year that was - Down Under

by Francis Taylor, CEO of Dial-An-Exchange

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s we approach a new year and think about the things we’re planning to achieve, it’s always good do a bit of a ‘stock take’ on the year that was.

Hopefully you can give yourself a pat-on-theback for a job well done, or plan to make sure you don’t repeat mistakes you’d rather forget!

The year 2012 was a pretty spectacular one for Australia, and our timeshare industry in particular. Large and small Australian businesses are grateful for our robust economy and that fact that, so far the nation has avoided the ravages of the global financial crisis.

For the timeshare industry it’s been even more spectacular. Speaking at the Australian Timeshare and Holiday Ownership Council’s recent annual awards dinner, ATHOC president Barry Robinson outlined the outstanding success of the timeshare industry in the face of the global economy.

Not only had the Australian timeshare industry weathered the global downturn, he said, it had in fact enjoyed healthy growth - in contrast to many other industries.

There are arguably a number of reasons for this. I think Australian companies, who are dealing with a smaller pool of owners, have to try harder to retain a workable market-share.

This tends to drive innovation and adaptation to changing consumer demands and expectations a lot more quickly. In addition, keeping costs at a reasonable level in an uncertain economic environment is something that more and more consumers are finding compelling.

On a negative note, I am constantly amazed when dealing with ‘new’ holiday product owners. They lack awareness or understanding and don’t know how to use the products and services available to them through their holiday ownership programme.

We come into contact on a daily basis with timeshare owners who are dissatisfied with their decision to purchase holiday ownership.

Until, that is, they discover some of the wonderful opportunities open to them through their ownership - exchange for example.

I think everyone in the industry would agree that most new owners leave a sales presentation a little shell-shocked. They have to digest and understand what is a pretty complex process.

The fact is that sales presentations don’t always cover all the bits and pieces that make up the total package. It’s believed such information would actually make it even more confusing to prospective buyers.

Nevertheless, the fact remains that not enough is done to continue owner education after the sale is made.

It’s a sad but true fact within our industry that the ‘love’ and ‘passion’ heaped upon prospects prior to them signing-up would put a remake of Wuthering Heights with Scarlett Johansson and Leonardo DiCaprio to shame.

But the after sales service, including new owner education and hand-holding through the initial stages of use, reminds me more of

Titanic - and we all know the boat’s going to sink!

I think it’s time our industry gets the message!

Owners have a poor understanding of what they’ve purchased. They’re not aware of how REALLY to maximise their use of it and the ‘world’ of opportunities available to them through additional service providers.

And remember: these are the very same owners who blog, tweet, Facebook and just won’t shut up at parties, claiming that timeshare and holiday ownership are a con.

There is no excuse for new owners to struggle to understand how their newly- purchased product works, and how best to make it work for them!

Taking ownership of after-sales education will reap benefits for the long term, as more and more owners become the industry’s ‘raving fans’.

We need to make it a priority within our own companies to devote time, effort and resources into defining how we can participate in this important development for a sustainable future.

And then let’s all work together as industry colleagues, local industry bodies and associations to make this happen.

If we are to succeed with a more informed and demanding generation, every step we as individuals and companies take today will begin the march to higher satisfaction levels and the complete image overhaul that our product so badly needs.

That’s my mission for 2013!

New app for holidaymakers

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he European Commission has launched a new ‘app’ for travellers to check their rights while still on holiday.

Siim Kallas, responsible for transport said: “How many of us have stood in an airport and felt the frustration of people telling you that you have no rights when you know you have!

Holidaymakers stranded at airports or waiting for missing luggage can use the smartphone application to check their rights on air and rail transport. Bus, coach and marine travel will be included in 2013.

“With this application millions of travellers can have easy access to the correct information about their passenger rights when they most need it, when unexpected situations arise.”

European Commission vice president

If a flight is cancelled and the passenger is consequently denied boarding, he or she may

be entitled to compensation of between €125 and €600.

If luggage is damaged as a result of an accident, travellers may also be entitled to compensation.

During a large-scale emergency the app may also display travel information and advice from the European Commission.

The application is part of the Commission’s passenger rights campaign.

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ISSUE 12 • Winter 2012

PA RT

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Australia road trip The third and final part of our Gold Coast adventure takes us to Fraser Coast – a perfect place to end

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tart your journey from Hervey Bay, which is great for whale watching.

The Quick Cat II is run by the family that first made whale watching the top reason to go to Hervey Bay. A quarter of a century on, it’s the most awarded whale tour operator.

There is a plethora of other excellent operators to choose from, as Hervey Bay’s clear, calm waters is where humpbacks stop to play and teach their calves before migrating back to the Antarctica.

This is one time when you actually want to be mugged (yes, that’s what they call it when a pod comes right up to a stationery boat). Be warned, though. You may still need to protect your camera… but it’ll be from the blow spray, not grasping hands!

Migaloo and Bahloo, the two unique white humpbacks, can sometimes be spotted cruising past the World Heritage Listed Fraser Island. Mind you, being on the world’s largest sand island with its age-old rainforest and startlingly clear lakes is enough to satisfy, even if you don’t see them.

Another watery delight is a glass-bottomed boat cruise around the tiny coral cay of Lady Elliott - the perfect way to explore the Its Simple, Buy, Sell, Rent advert 210x148.5mm mysteries of the Great Barrier Reef.

Also Heritage Listed, the island is home to over 40 Manta Rays and renowned for its eco opportunities.

Highlights en-route – Sunshine to Fraser Coast

Greens of a different kind can be found on the challenging championship 18-hole golf course at the Hervey Bay Country Club. If you’re staying in Rainbow Beach, there’s a nine-hole course at the resort. Or you can travel back to Gympie’s 18-hole championship par-70 course.

* Take the scenic route through the pastureland and state forest of the pretty Mary Valley.

Wherever you’re staying, make sure you feed the dolphins at Tin Can Bay, fish the famous estuaries and feast on prawns, scallops and spanner crabs at the historic pub.

Sway aboard a camel on Rainbow beach, take in the spectacular views of the coloured sands from Carlo Sandblow or, if you like adrenalin, you’ll get even better views from a tandem skydive 14,000 feet up.

Into history? Hervey Bay was once the second most important immigration port in the country. For culture buffs, there is no shortage of arts and crafts, as well as visiting artists.

From the beautiful waterways of the Great Sandy Straits to the cafes and restaurants on the Esplanade, Hervey Bay makes a fitting end to the1 kind of holiday 16:29 you’ll want to share v4(O).pdf 10/12/2012 on Facebook.

* Pick up some handcrafted cheese from Kenilworth in the south, fresh produce and conserves at Imbil Homestead, meander through the quaint ten-house town of Dagun or turn off earlier to cross the highway to pick up some wine at award-winning Dingo Creek Vineyard, near Traveston. * You’ll find lovely 19th century Victorian architecture along Gympie’s Mary Street. * Did you know that the author of Mary Poppins, PL Travers, was born in Maryborough? It’ll explain the statue outside the heritage-listed bank, just one of the stunning examples of colonial architecture, best seen in the Wharf Street Historic Precinct. * Some say it’s also where the iconic ‘Queenslander’ home was born.

That is the end of our Gold Coast road trip.

If we have inspired your next holiday exchange, we’d love to see some photos and hear about your experiences.

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Creating a better future for members, resorts and affiliates.

Following on from last year’s successful conference, the event in 2013 will be held at the Crewe Hall Hotel, in Crewe.

The TATOC conference is open to all timeshare owners, committee members and business professionals who want to work together to build and support a legitimate industry.

Early-bird tickets are available and delegate booking forms are available to download from our website, www.timeshareassociation.org

Finding Solutions 8-10 March 2013