Sharetime 19 Autumn 2014 by Sharetime magazine from TATOC

ISSUE 19 â&#x20AC;˘ Autumn 2014

What tourists buy when in Britain

Pets:

Where to go on holiday

Task Force reports hitting targets

SHARETIME

Time to change by TATOC executive chairman, Harry Taylor

The issues of perpetuity and exit policies came to the fore in 2014. The new U.K. Competition & Marketing Authority (CMA) has paid close attention to the problems faced by owners needing, for various reasons, to exit timeshare.

e are all in agreement that it is time for clubs to look in detail at the issues in setting up an exit programme for their members. However, this would necessitate far more research and debate than has already been undertaken. There are many more members wanting to stay than looking to exit and this must be taken into consideration. Without replacing members the remaining pick up the extra cost of running the club. It seems unfair that some can walk away, while others have to pay more. So what is the answer? TATOC is working closely with club committees and the RDO to make selfregulatory improvements. This has to be better than having rigid and difficult legal requirements, which may not necessarily be effective, imposed on them. Adopting a policy that allows for an acceptable level of exit from a resort must be agreed between the club committee and the owners so that it is fair to all. If it is not handled correctly, there is a real risk of a steep increase in maintenance fees to cover those who do not pay. More seriously, some resorts might have no option but to close if they are not able to control the number of member exits. This is something that the remaining members could be totally opposed to and could have a significant economic impact where resorts are important local employers.

On reading the proposal, I endorsed the initiative agreed by the six committees, in conjunction with Macdonald Resorts, giving their members an opportunity to exit. TATOC did not endorse the proposal – this is for the members to decide and we repeated this statement at every road show meeting that TATOC subsequently attended. It was important that members were fully informed on just what the proposal meant for them. As such, I asked that TATOC attend all of the meetings to ensure members received the information needed to decide which way to vote. This resulted in TATOC chairing the question and answer session at each meeting. I attended 18 of the 20 sessions – missing two due to my own resort’s annual general meeting. TATOC chaired over thirty hours of questions held at the meetings, which were attended by over two thousand members. Many of the questions were repeated at each venue. Under the proposal, clubs that vote to change to a floating time format will also allow members to exit the club under an agreement made by their committee and Macdonald Resorts. Members wishing to relinquish their perpetuity contracts can do so by paying four times their current total management fee. The committees proposed this structure as they wanted the fee to be based on unit size. Members not wishing to exit continue to pay their annual fees as normal. The fee will be divided as follows:

Given the initiatives already adopted and implemented by TATOC, we would argue that self-regulation by the clubs rather than additional legislation is the most effective way forward in terms of timeshare exits.

• One week to the club;

Macdonald Resorts

• Two weeks to Macdonald Resorts with two vouchers for one week’s holiday at their own resort to be taken in 2015 and 2016 (depending on the timing of their weeks, some will get vouchers for 2016 and 2017)

Macdonald Resorts contacted the TATOC head office late on Wednesday July 9 to inform us that 20,000 information packs were being sent to owners at six of the nine Macdonald resorts outlining a proposal agreed by them and the respective resort committees. This was the first information received by TATOC concerning the proposal. The association had no previous knowledge of the proposal and was not involved in the discussions.

• One week to Macdonald Resorts with 25 per cent returned to the club’s sinking fund; and

Mark Caldicott, Helpline manger, represented TATOC at each special general meeting as an independent inspector, supervising the count. Owners and Macdonald Resorts had requested this. The members of the six resorts voted to accept the proposal with acceptance ranging from 81.5 per cent to 96 per cent of the votes cast. The debate looks set to continue.

The industry today Some brief statistics: There are some 178 resorts in U.K. and Ireland, with 1,345 across Europe. The total number of timeshare owner families in the E.U. is 1.5m. The industry employs 71,000 people across Europe with a payroll of £712m a year. Occupancy levels at resorts are 73 per cent yearround, which exceed hotel occupancy figures in the U.K. These figures do not take into account spend on car rental companies, restaurants and pubs, stores and supermarkets (often located in the villages where these resorts are based). The average spend per trip is £1,161. The direct economic impact of the industry across the E.U. is £4.3billion, of which the U.K. takes a substantial slice as the second most popular destination in the E.U. (ARDA Worldwide Report 2010).

TATOC and the Citizens Advice Bureau The Citizens Advice Bureau (CAB) website recently received a complaint against TATOC from a U.K. consumer website. When receiving a complaint it is normal for details of that company to be taken down from CAB website until the complaint has been checked – giving the CAB time to more widely review their content to ensure their advice is current. TATOC has now been told officially that these checks have been completed and all links have been restored to TATOC.

The exit window will open every two years. It is important to note that the owners at each club will decide what they want to do. If one club votes no, then nothing changes for that club. If the owners vote yes, then that resort will change.

Harry Taylor, executive chairman

ISSUE 19 • Autumn 2014

News from the TATOC Consumer Helpline by Mark Caldicott, Helpline manager

As summer draws to a close, it is a good opportunity to report on the past few months at the TATOC Consumer Helpline. One word describes the team – busy.

hile telephone call volumes dropped around 11 per cent, the Helpline saw an increase of nearly 48 per cent in the number of email enquiries received year on year during the summer months of June, July and August.

Feedback It is always great to hear back from owners that we have been able to help. Thank you for your prompt response to my email, and for confirming what I had suspected all along. The adage “if it looks too good to be true it usually is” certainly applies in this case. I really appreciate your assistance. Richard The returned money from the credit card has gone into my account today...thank God. I would like to thank you very much for all the time and trouble you have taken with this case. I am fairly certain I would be in dire straits right now without your help, and positive I would not have received my money back - great job!

The LiveHelpNow facility on the TATOC Consumer Helpline website (tatocconsumerhelpline.eu) is also proving popular giving owners quick and direct access to the team.

D Lloyd

This summer we continued with our campaign reminding timeshare owners never to deal with cold callers. This is an often-repeated message from the Helpline but it is really important to keep pressing the point as owners are still being caught out.

Just to let you know that the process of surrendering our weeks/points has started and is sorted as far as the weeks membership. Thank you again for all your help - without your contacts we would still be struggling.

TATOC recommends owners never to pay anyone who cold calls them, never to make an upfront payment and never act without first checking a company’s credentials and authority to act on your behalf.

I cannot tell you how relieved we were to receive a letter from the timeshare developer regarding the transfer of ownership of our weeks this morning. I doubt very much whether we would be at this final stage now if it had not been for your help. Thank you so very much for what you have done.

Of particular concern to TATOC is the rise in owners receiving invitations to attend meetings to discuss their ownership. A number of unscrupulous companies are targeting timeshare owners saying they have a buyer for their timeshare product - often for grossly inflated prices. However, to complete the sale they ask for a substantial advance payment or require the owner to attend a meeting. Unfortunately, from the calls and emails we receive these arrangements almost always end up in disappointment and loss of money for the owner. The increase in this form of scam is partly due to new European legislation that came into force in 2011, U.K. regulations and because timeshare owners are aware of the old-style fraudulent practices. As a result, new approaches are emerging where companies contact timeshare owners who wish to dispose of their timeshare and may have experienced problems in selling it. The company may offer to “take over” the ownership, together with all of the liabilities, but require a considerable advance payment.

Gill Cohen

It is important for timeshare owners to recognise that the transfer of registered ownership is subject to the rules and regulations of their timeshare company, and companies will require specific procedures, documentation and transfer payment charges for this to take place. They may also have strict rules about who they will allow to take over ownership and may refuse such a transfer if the resort believes the prospective owner is not a ‘natural owner’. In other cases, the company may say it can cancel an ownership or terminate an ownership agreement with a timeshare company. Again, terminating or cancelling an ownership will be subject to the rules and regulations of your timeshare company, and there will be specific procedures for this to take place. Your resort will not accept instructions from a third party while the ownership is registered in your name. TATOC strongly recommends extreme caution if you are approached by any of these companies – however tempting the offer. If you have any doubts please check them out thoroughly by contacting TATOC, your committee and resort.

Elizabeth & John Law Thank you for the very quick reply and for the information. I feel I can now make an informed choice about who to sell through and what to look out for to protect the asset. Angela Thank you TATOC. I have taken your comments on board with interest and I shall be contacting my resort to question the points you make. Many thanks. David I am writing to express my gratitude for your effective help in releasing me from my obligations to a timeshare programme. I have today completed the necessary formalities for release and I know that your intervention made a significant difference - thank you! I was particularly pleased that the company is engaged in developing an exit process for people in similar situations to mine. I also suspect that the law in relation to long term contracts such as theirs will change within the next year or so. John D Collins

SHARETIME

Second amateur golf week announced

Resort news

our Seasons Fairways is to stage its second Fairways Amateur Golf Week competition from January 31 to February 7 next year.

Crown Resorts continue to reign in Spain

fter recognition for 25 years loyalty to RCI, Crown Resorts is celebrating the accolade of once again earning RCI Silver Crown categorisation for all five resorts in Spain’s Costa del Sol. The loyalty award is presented by RCI to resorts that have maintained their affiliation to the exchange company for 25 years, which is the case for all five resorts. Other Crown resorts are Club Calahonda, Club Caronte, Club Delta Mar and Club La Riviera. Crown Resorts is owned by its members and run entirely for the benefit of its members and guests. Samantha Kuczynski, RCI’s affiliate services manager, Costa del Sol, said consistently high standards were the key to earning RCI Silver Crown status. She said: “Maintaining affiliation to RCI for 25 years is a huge achievement and one which we are delighted to acknowledge with our Loyalty Award, as has been the case with Crown Resorts.

BBQ at Club Delta Mar

“Crown Resorts’ management, staff and owners can be very proud of retaining RCI Silver Crown status. Reaching high levels of quality is one thing, but maintaining them year after year involves constant hard work.” Tim Cubley, manager of Crown Resorts, explained that an on-going programme of refurbishment properties was part of the key to maintaining high quality standards. “The improvements that we carry out help give our members real value, which of course they appreciate, and ensure we maintain our coveted RCI Silver Crown Award status, which in turn helps with our marketing efforts. “We’re also pleased to be recognised for maintaining our affiliation to RCI for 25 years with the Loyalty Award – here’s to the next 25 years.”

The Vale do Lobo Ocean and Royal courses, recognised as challenging tests of golf and renowned for breathtaking views of the coastline, will once again host the event. The programme includes one practice round and three additional competition rounds, seven nights’ stay at Four Seasons Fairways resort including daily breakfast, welcome cocktail, return transfers between Fairways and the golf courses and a prize giving dinner. Prizes include daily nearest to the pin and longest drive categories. For further information on this event, email: reservations@fairwaysdirect.com

Party time at La Quinta

Apartment refurbishment

Enrique celebrates his retirement with Ana and Laura

Master bedroom, new furniture

t was party time at TATOC’s newest member resort, La Quinta at La Manga, as they held a farewell retirement party for two long-term staff members. The food and beverage manager and the financial controller who had worked for the resort for 28 and 25 years respectively, were treated to a party in the pool area.

Club Marbella

Hot and cold buffet

A number of members sent contributions for presents and there were some emotional speeches and good fun.

ISSUE 19 • Autumn 2014

Timeshare with the reds

Resort news

Underscar timeshare owner Maria Blakely shares her recent experiences at the resort enjoying the local wildlife.

know I shouldn’t bore everyone by telling of the wonderful holiday I am having, but I just cannot help myself.

I am sitting overlooking one of the finest views in Cumbria, sheltered by the slopes of Skiddaw, looking over the town of Keswick and Lake Derwentwater towards the magical hills of Borrowdale. The peace and quiet is broken only by the call of the Osprey circling overhead. The sun is shining, the sky is blue and a gentle breeze is wafting the garden foliage.

The pool at Four Seasons Country Club

Innovators in the Portuguese hospitality industry

our Seasons Country Club in Quinta do Lago has become the first club in Europe to link up with Clubster, a private social network offering a flexible and effective means of engaging with members.

interact and communicate, privately, but on a more personal level,” explained Ian Pugsley, general manager. 289 357 000 www.fourseasonscountryclub.com

The Clubster platform works in conjunction with an organisation’s existing website, email and newsletter systems to provide a complete club communication strategy. The system provides real-time mobile access to club news, events and promotions. One of the most important features is its privacy. Clubster claims to be the safest and most secure communication network in the market. I am staying at Underscar’s luxury timeshare resort with an on-site health spa, pool and bistro. What more could you want? And yet, there is more, for we share this idyll with a colony of red squirrels and they visit our walled gardens every day. My one aim has been to photograph these delightful creatures as they scamper about the courtyard setting of Underscar, climbing walls and trees searching for hazelnuts choosing which nuts to eat and which to bury. I have turned my photographs into cards, postcards and badges that owners and guests can purchase. The money raised pays for the supplementary feeding of the red squirrels to ensure their conservation, which is under threat from the ever-encroaching grey squirrels.

Only “invited” members can access Clubster to view the information from, and interact with, their specific club. Members have real time social connections with their club and fellow club members and, through a smart phone, iPad or PC can: • Keep up with the latest club news and activities; • View club invitations, RSVP, request special arrangements; • Stay connected with fellow members and send private messages; and • Create special groups and send private group messages. It has a simple interface that allows users of all levels to easily access the site from all computers, android phones, tablets, iPhones and iPads while the totally secure network ensures members’ information remains strictly confidential. It is free for clubs and members. “We believe our members appreciate receiving notifications about club events immediately on their phone, iPad or PC. It is a great way for members and staff to

Devoncourt to close

evoncourt Hotel, a long-term member of TATOC, will no longer be operating as a timeshare resort from January 5th , 2015. It will continue to operate as a hotel until it is sold.

ISSUE 19 • Autumn 2014

In my

view

The importance of promoting choice by Oliver Green, managing director, DAE Europe

wning your share of a holiday property is great, isn’t it? It presents you with a lifetime of dream holidays at your own resort, and also the chance to make use of a whole range of other benefits, including your opportunity to exchange your way to practically unlimited destinations around the world.

Once you are a holiday property owner, your holiday options are almost totally unlimited. Or at least this is the theory. But here’s the truth, and it’s a truth that really isn’t all that palatable for many of us working in the industry – owning timeshare has the potential to limit your options - that is if you don’t know and explore all of your opportunities to the full. The internet has revolutionised the way that we search and book our holidays. In the modern world, consumers can instantly access, compare, and book an absolutely huge range of holidays at the click of a button. While these options aren’t excluded from timeshare owners, they are unlikely to be part of their holiday product. Instead, timeshare owners are often presented with a much smaller pool of other shared ownership resorts which they can make use of as part of their timeshare ownership. But of course this doesn’t tell the full story, and the benefits of shared ownership far outweigh this perceived negative. As an owner you have guaranteed availability in your home resort which may not be available to renters You also enjoy the opportunity to access other exclusive resorts through club products and exchange companies which are often simply unavailable to those outside of timeshare ownership. In effect, you are buying into an exclusive range of holidays usually entirely unavailable on the open market. But the world of choice that the modern internet booking engine presents can still be perceived as a threat to the timeshare community. Some owners may begin to question their management fees each year if they perceive that they can access a wider range of

affordable holidays outside of their shared ownership. As we know, if an owner chooses to default on management fees, the costs may have to rise for everyone else, and this can only be detrimental to their club as a whole. So how can the timeshare community compete with and overcome this threat? We can do it by embracing and promoting all of the possible opportunities available to owners, rather than limiting them. For owners this means actively looking into all of your available options, and for marketing and management companies it means actively promoting each and every opportunity to all owners. First, an individual membership of TATOC is a great start, as this provides a platform for owners to share their experiences with others, and to pinpoint what has worked for them. Sharetime Magazine also does a great job of highlighting the many opportunities available to timeshare owners. Open and honest Information is also important. Some rental channels are more successful than others, and if owners are simply not going to use their own week, it seems sensible that they have the best possible information as to whether they are likely to be able to rent them out and at least cover maintenance fees. In the field of exchange, choice is also available. There are three main international exchange organisations, of which DAE is one, as well as a number of smaller, regionallybased operators.

Oliver Green, managing director, DAE Europe

Biography Oliver Green is managing director of Dial An Exchange Europe. Having graduated with a BA in Geography from University College London and an MA in Development Studies, he began his career in the travel industry with U.K.-based travel agents Trailfinders, before moving to DAE as a product manager and subsequently managing director. He lives in the Yorkshire Dales with his wife Lucy and deerhound Islay. He can be contacted at oliver@dialanexchange.com

One specific benefit DAE offers is a free membership option with transaction fees only payable upon booking an exchange. Other exchange companies may charge a membership fee but offer incentives and discounts as part of this membership package. What works for one owner may be very different to what works for another. Choice can only be a good thing, and I would encourage everyone - owner, developer or management company - actively to seek out and promote the choices open to you and your owners.

Each exchange company offers a different range of benefits and opportunities and, in the majority of cases, timeshare Perfect information leads to more informed decisions, owners can enjoy and ultimately this leads to more happy owners membership of more than one at spreading the great word about shared ownership. any one time. In order to achieve the best possible range of choices, it’s sensible to look at what each exchange company can offer individually. One particular exchange company may be better at delivering choice in the U.S.A. for example, while another might present a more cost effective alternative for a Spanish resort.

Perfect information leads to more informed decisions, and ultimately this leads to more happy owners spreading the great word about shared ownership. After all, the dream of timeshare is that it presents a world of holiday opportunities – so get out there, find out about them and enjoy!

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

The Timeshareshop is a family run business specialising in all aspects of timeshare ownership. We have a 25 year history of providing an efﬁcient and reliable service for all our clients. Whether you are thinking of buying, selling, renting or exchanging your timeshare we offer friendly and honest advice.

- Buying Timeshare - Guaranteed competitive prices when buying your timeshare We have an extremely competitively priced portfolio of timeshares for sale worldwide and are conﬁdent of meeting your needs. Secure and ﬂexible payment terms available on all slaes. - Selling Timeshare - Free registration, valuation and advice for sellers We will register your timeshare free of charge and give an honest and realistic valuation of your expected return both in terms of price and timescales.

Our experienced consultants are available on FREEPHONE 0800 542 4466.

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

The Timeshareshop Ltd is recommended by the Timeshare Consumers Association.

- Exchanging & Upgrading for Timeshare Are you are ﬁnding that you cannot use your existing timeshare or timeshare points? Too far to travel? Too inconvenient? Management fees too costly? Why not part exchange your week(s) or points for lower management fees with a resort more accessible you and your family.

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

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

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

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

ISSUE 19 • Autumn 2014

Silverpoint issues warning to timeshare owners

Affiliate news

Silverpoint Vacations has advised owners to be aware of a company named Reclaim GC which has been cold calling timeshare owners offering to have contracts cancelled on a ‘no win, no fee’ legal service.

ince 2012 Reclaim GC has targeted owners at resorts belonging to the Resort Properties Group offering them the opportunity to get out of their contracts and receive a full refund of the original money paid.

In its ruling of July 4, 2014, the court declared: (i) that “the claimant received full and complete information both on the essential as well as the non-essential elements of the contract and that he/she perfectly understood its meaning” and

In this campaign, Reclaim GC has included Silverpoint in its lawsuits.

(ii) that “neither the use of aggressive sales techniques has been proven nor that there was a lack of information, nor is there any indication of obscure clauses, nor has the nullity of any clause been requested for being extortionate, nor has this tribunal, once having carefully examined the contract, found the existence of this type of clauses.”

Diana Aitchison, managing director of Silverpoint Vacations, explains: “Silverpoint Vacations considers - as have some of the first instance courts - that it is not responsible for any alleged flaws that may have been claimed with regard to those contracts. “In order to promote the filing of said lawsuits, Reclaim GC has been publishing some of the rulings delivered in these lawsuits by the first instance courts. “However, Reclaim GC has not been publishing various other rulings in which the lawsuits have been dismissed and the plaintiffs have been ordered to pay the costs of the legal proceedings,” added Aitchison. In July, the Provincial High Court of Santa Cruz passed two ‘first rulings’ regarding these lawsuits. In these rulings the court accepted the appeals filed by Silverpoint Vacations declaring that no illegality whatsoever existed.

In its ruling of July 25, 2014, the court, after having studied the alleged irregularities stated by the claimants, went on to declare that the claimants seemed to be looking for an excuse to unjustifiably terminate their contracts. These rulings have not been published on the Reclaim GC’s website. Mark Cushway, CEO of Silverpoint Leisure, said: “While we are delighted to be vindicated of any malpractice, we are also disappointed for those owners who were encouraged to join this action and are now out of pocket as a result. “This case should be reported to serve as a warning to timeshare owners to beware of the wolves in sheep’s clothing who may look like the answer to your prayers, but who will take

advantage of those in desperate situations. At the end of the day, a contract is a contract and both sides should adhere to its terms and conditions. “Speaking for Silverpoint and other established and professional resort developers, we put our necks on the line in terms of investment and financial exposure to build our businesses, so it’s just as much in our interests, as well as those of our buyers, that we sell ethically, professionally and honestly.” Cushway concluded: “Damage to our reputation can be very costly to our business. Silverpoint will continue to claim payment of all costs arising from litigation filed against it by Reclaim GC clients and will, through the appropriate legal channels, pursue those companies or individuals who seek to cause it damage. This is why we want clients of Reclaim GC to know they are not being made aware of all the relevant information on the Reclaim GC website to help them to make the right decision as to whether or not to go to litigation.”

Diamond’s resorts receive accreditation by VisitEngland

iamond Resorts International’s branded and managed resorts in the U.K. have received accreditation by VisitEngland, the country’s national tourist board and awarded star ratings under the Serviced Apartment category. Resorts are: • Broome Park Golf and Country Club; • Cromer Country Club; • Pine Lake Resort; • Thurnham Hall; • Woodford Bridge Country Club; and • Wychnor Park Country Club This accreditation demonstrates the quality standard of each resort through the display

of VisitEngland’s internationally recognised Quality Rose Marque, as well as their accessibility and sustainability logos. In addition, Diamond resorts in England have also applied for accreditation under the VisitEngland National Accessible Scheme (NAS), which recognises each resort for meeting the NAS disabled accessibility requirements. Diamond resorts in England have installed accessible accommodation requirements to ensure that guests receive the assistance and support needed to make the most of their vacation experience. Included are bath and shower handrails, shower stool, embossed sink taps designating hot and cold water, and an in-room portable loop system for easy TV viewing.

A recent initiative includes a Mobility Impairment Suitcase featuring a selection of hearing and visual aids which can be requested upon reservation and placed in the accommodation prior to arrival. Said Suzana Gomercic, vice president of European resort operations: “Work is in progress to appoint and train an ‘accessibility ambassador’ at each resort who will be the main point of contact to assist guests with accessible needs prior to arrival and during their stay.”

ISSUE 19 • Autumn 2014

Top U.K. pet-friendly resorts Worldwide Timeshare Hypermarket has identified its top five U.K. resorts where cats or dogs are welcome.

ooking to take your pet on holiday in the U.K.? Here are the top five resorts that accept pets. The resorts featured place no limit on pet sizes or weight. There are no restrictions on which units can be occupied by those with pets but dogs must be kept on their leads at all times in the public spaces.

and dogs of all sizes are welcomed and are not restricted to particular timeshare units. The Silver Crown and Certificate of Excellence 2014 winner is a great retreat for those looking to experience nature and long dog walks between the Cairngorm Mountains and the Moray Fifth.

The Cairn Hotel Inn is also welcoming to dogs.

Another RCI Silver Crown winner and picking up the TripAdvisor Certificate of Excellence 2014, Scandinavian Village charges owners a £26 fee for having their pets stay with them on holiday.

For the enjoyment of all guests, it is advised that dogs aren’t left alone too long - but, as WWTH comments: “Why would you want to with such a great variety of walks, pubs and places to visit”.

Melfort Village

Pets and their owners have miles of rugged highland terrain to trail around and explore.

The top five are:

Melfort Village is highly accommodating to pets and asks that dogs are kept on leads in public areas.

Kilconquhar Estate and Country Club (Elie, Fife, Scotland)

Consistency is everything here and, after winning the RCI Gold Crown for the past 25 years, it is definitely worth pursuing a petfriendly holiday at the Kilconquhar Estate. All pet sizes are welcome. There are no surcharges and dogs are allowed in all accommodation - with the simple request of not letting them share your bed! The Ship Inn in Elie and the local village pub are on hand to offer owners and their dogs treats and a warm welcome.

Pets stay free, but if there are more than two dogs, there’s a £25 fee incurred.

(Oban, Argyll, Scotland) Explore Western Scotland’s magnificent coastal beauty while walking your dog among the 19th Century stone cottages of Melfort Village, RCI Gold Crown holder and Certificate of Excellence 2014 winner!

A surcharge of £30 per pet per week is required and there is a full choice of timeshare units. Owners’ have exclusive use of the on-site Shower of Herring Restaurant and Bar.

Passage House Club

(Newton Abbot, Devon, England) Situated nearby to the English Riviera, the Passage House Club welcomes pets of all shapes with a simple £30 per pet/per week surcharge.

(Carrbridge, Inverness-Shire, Scotland)

Winning the RCI Silver Crown award and Certificate of Excellence, the resort is not restrictive on where pets can holiday as long as they are kept on their leads in public spaces.

Tranquillity meets friendliness here as cats

Dartmoor National Park provides 400 square

Macdonalds Lochanhully Resort

miles of historic walking trails for men and their dogs.

Scandinavian Village

(Aviemore, Inverness-Shire, Scotland)

All timeshare units are available to pet owners who are requested not to leave their pets unattended.

SHARETIME

Resort reviews

Whitbarrow Village:

a great base to explore the Lake District by John Woodward, TATOC co-opted director and regular exchanger

The Troutbeck units

e were lost after tapping the wrong details into the sat-nav and the weather was horrendous.

Looking at the map, we had a rough idea where we were, but why bother? We couldn’t see very far due to the torrential thunderstorms that only the Lake District produces. The swirling clouds played tricks with us as we gazed through misty car windows towards the Castlerigg stone circle, which had been raised about 3000 BC. Then, within a matter of moments, the countryside looked a picture of freshness; the sun was shining, birds were singing and we had panoramic views towards the mountains of Helvellyn and High Seat. What an amazing way to holiday. Our stay in the Lake District was based at Whitbarrow Village during late May. One of the Seasons resorts, there are 140 cottages and apartments, some of which have been adapted for wheelchair users. It is an ideal location for those looking for a value-for-money holiday with easy access to the many sights in the Lake District. We were allocated a two-bedroom unit and soon found to our surprise we were the only ones enjoying the resort’s heated swimming pool, sauna, spa bath and steam room. The resort has an ‘old world’ atmosphere with cobbled and flagged areas leading to various parts of the village. We were hoping to see the local red squirrels among the trees. Unfortunately, this was not to be. However, the resident ducks certainly took a liking to our apartment area. We were spoilt for choice when it came to day trips. Making an early start on a hot sultry day, our intention was to visit Aira Force, Greystoke and the very old church at Matterdale. We had heard these were well worth a visit, allowing plenty of time to enjoy the wonderful scenery along the narrow country lanes. Aira Force is one of the most famous waterfalls in the Lake District. With the recent heavy rain the waterfall was in full force as it plunged twenty metres down the

rocky ravine. There are great views from the small bridge that spans the stream as it leaps between the rocks. The quaintness and history of Matterdale Church is fascinating. Dating from the reign of Queen Elizabeth 1, the stone and woodwork carry the inscriptions of the skilled men who worked on the church from 1566. The small village of Greystoke has a great 17th century coaching inn, the Boot and Shoe, and we stopped here for lunch. A short distance away is the church of St Andrew, which is steeped in history.

The Castlerigg stone circle

many to be the most beautiful. The steamer passed some magnificent properties visible among the trees.

Records show that in 1255 the church was richly endowed, second only to nearby Carlisle Cathedral. The great east window is a fine collection of mediaeval glass dating back to Oliver Cromwell.

Popular with tourists and mountain walkers, the small village of Glenridding at the top of Ullswater was a short stop for us. We wandered through the village, considerably quieter than in the days of the local lead mining and had lunch at Fairlight Guest House – the portions were gigantic.

Later in the week, we decided to visit relations near the Solway Forth, popping into villages and places of interest on the way. These included the market town of Wigton

One of our last trips was to the town of Cockermouth. Lying at the confluence of two rivers, Cocker and Derwent, it is the home of Jennings Brewery with its famous ‘Cocker

With the weather ever changeable, we travelled around Derwent Water with its stunning lake and mountain views, stopping to see the Lodore Falls. and nearby Holme Cultram Abbey, which is undergoing a complete restoration after vandals destroyed it in 2006. With the weather ever changeable, we travelled around Derwent Water with stunning lake and mountain views, stopping to see the Lodore Falls. The nearby Lodore Falls Hotel was perfect for a respite from the weather. With the conditions improved we decided to take a 50-minute boat trip on Derwent Water. Just moments before we had been battling against the elements. Now we could enjoy the many scenic views, watching other visitors venturing along the lake’s pathways. Derwent Water is three miles long, one mile wide and 72 feet deep. It has four islands and was the area where Beatrix Potter spent much of her time during 1885-1907. Another day and this time a trip to Pooley Bridge and a steamer trip on Ullswater, the second largest lake in the area and regarded by

Hoop’ pale ales. In 2009 the town was badly flooded but, today, it oozes nostalgia with cobbled paving, alleyways and twisting narrow streets between the traditional slate and stone dwellings. We walked through the town on the main, tree-lined street towards the statue of Lord Mayo and finished our walk along the banks of the River Derwent. It was here that we could see the many water-line marks from the floods and realised that back in 2009 we would been totally submerged at this point by the fast flowing river. All good holidays come to an end. As we headed towards reception to check-out (noticing again how well the grounds-people keep the resort) we glanced at a map of the Lake District. It was apparent that despite our many day trips, we’d only just scratched the surface of this beautiful area. We would certainly stay at Whitbarrow Village again.

ISSUE 19 • Autumn 2014

The Osborne Club, Torquay by Steve Burton

Timeshare owner and regular exchanger Steve Burton shares his thoughts on visits to the Osborne Club, a TATOC member resort in the popular U.K. holiday destination of Torquay.

he Osborne Club was the first timeshare resort in England when it was developed in 1979. I have owned timeshare there since 1980 and, while I am a long-standing owner, my review will be fair and objective and show no favour. The Osborne Club is located in Hesketh Crescent, in Torquay, Devon, on the south coast of England, which, due to its mild climate, is known as the English Riviera. Hesketh Crescent is a Grade Two-listed Regency crescent, which has had its fair share of famous visitors over the years. Charles Darwin stayed in the Crescent for six weeks shortly after writing his famous book, the Origin of Species. The crime writer Agatha Christie was also a frequent visitor. The Osborne Club is located in a spectacular position just a stone’s throw from Meadfoot beach, with its great view of the English Channel. Many, but not all, apartments have superb sea views. I am not aware of any other resort where the location of an apartment is as important as it is at the Osborne Club. At the time of writing this review, seven RCI members have written on the RCI website about the club after staying at the resort. Several have commented that if you have a sea view apartment it is a good exchange. But they would not want to visit if they were offered an apartment without a sea view at the back of the building. One member commented that he informed the resort over a year in advance that he would like a sea-view apartment. This request

was never likely to be met because it is normal policy for the resort to place a guest in the apartment that was banked either with RCI or

Resort reviews and, if you are lucky, you can visit the Osborne Club in mid winter and enjoy some very pleasant walking weather.

Compared with many areas in the U.K., Torquay has a very mild year-round climate and, if you are lucky, you can visit the Osborne Club in mid winter and enjoy some very pleasant walking weather. Dial an Exchange. Of the seven reviews on the RCI website, apartment 15 is singled out for negative comments as it is at the back of the crescent, has no sea views and the living area is located on the ground floor and the two bedrooms are located in the basement.

It obviously comes down to personal choice of what to do on a visit to the Osborne. My choice would include walking on the coastal paths, visiting places such as Babbacombe and Cockington Village and taking the Paignton to Kingswear steam train, which has some fantastic views of the coast of South Devon.

I can see why some people would not like this apartment. However, for 20 years I owned the Christmas and New Year weeks in that apartment and, as it is dark for around sixteen hours each day at that time of year and, as I was out during the day, it really did not bother me that there was no sea view.

There are some enjoyable cruises as well - especially on the river Dart that is located where the steam train terminates in Kingswear. Please note that outside of the winter months exchange availability is very limited and you would be well advised to make an on-going search.

Actually, when staying in a timeshare resort, the most important issue for me is being able to go to bed without any noise. In this respect apartment 15 was one of the best I have stayed in.

But remember: don’t put it on automatic confirmation so you can first check out with the resort if the exchange apartment has a sea view or not.

If the need for a sea view is a vital factor, before you confirm with RCI or Dial an Exchange, check the location of the apartment with the resort. The Osborne has an inside and an outdoor swimming pool; the latter only open from May to September. Single bathing is not allowed due to health and safety issues. There are two restaurants available in the Osborne Hotel next to the club, which is around a 30--minute walk from the main Torquay sea front. The ambience here is very different from the peace and quiet of Meadfoot beach, which is very quiet for the majority of the year. Compared with many areas in the U.K., Torquay has a very mild year-round climate

Apartments at the Osborne Club

SHARETIME

Resort reviews

fter the Christmas holidays, my wife and I like to plan a winter getaway. We live in the United States and in the past, have opted for a road trip to Phoenix to enjoy 70-degree temperatures, hiking and outdoor restaurants. This year we wanted to do something different. We considered the Caribbean, but spending a week or more at an all-inclusive resort is not our cup of tea. We like to get out and about and experience the places we visit. The Mediterranean has been a region we have enjoyed before during the off-season. Even though the weather isn’t always optimal, travel in Mediterranean countries during these months has offered us extraordinary experiences. We explored what was available through our vacation ownership starting in late February and targeted the Balearic Islands—Menorca to be specific. We had experienced the neighbouring island of Mallorca several years ago, so opted to see what Menorca had to offer. The literature about Menorca made no secret about the island being more laid back than Mallorca, and that it was a destination for European vacationers seeking sun and sandy beaches from April through October. We knew we were taking a gamble, given that February and March can be the rainiest and coldest months in the Balearic Islands. Although we enjoy the beach, we are not obsessed with basking in the sun day after day and prefer to get out and about to explore.

White Sands Beach Club, Menorca by Diamond Vacation Club member, Phil Krenc

reception area was closed, but an envelope taped to the door with our name welcomed us, directed us to our accommodation, and said “see you in the morning.” We had been travelling for more than 24 hours so a comfortable room, a shower, and sleep were all we needed. On our first day on the island, we quickly discovered that most places catering to tourists were closed or had limited hours, and a trip to a nearby town was necessary to find groceries. We ventured out in search of provisions. Our initial reaction was “did we make a mistake coming here in February?” But once we began exploring, we soon discovered that Menorca is a magical place. We became more enamored with every corner we turned.

The swimming pool and apartments at White Sands Beach Club

If you enjoy history, Menorca has ruins scattered across the island dating back thousands of years and beautiful plazas and buildings in each city centre you won’t want to miss. Finding our way around was easy; the GPS we used to navigate from the airport was not turned on again. Roads are excellent and clearly marked, traffic is minimal during the off-season, and no place on the island is really that far away.

So after checking travel options from the United States, we booked two weeks at White Sands Beach Club on the northeast coast of Menorca.

Just driving through the countryside is an experience. We were impressed by the island’s cleanliness, the small family farmsteads that looked like something out of a painting, and the towns and villages are picturesque and inviting.

Flights to Menorca in the winter are not as plentiful as during warmer months, but we were able to connect in Madrid with the daily flight to Menorca’s Mahon airport.

Clearly, Menorcans take pride in the beautiful place they live. Locals occupy shops, cafes, bars, and restaurants, and service is excellent when businesses are not over-run with tourists.

Not surprisingly, the regional flight was void of vacationers. We arrived at 8:30 p.m. to a very quiet, empty airport. No waiting in line for our rental car. After collecting our bags and car, we fired up the GPS and set the destination for White Sands Beach Club.

We found that some mistook us for British until our accents gave us away. Apparently, Menorca is not a frequented destination for U.S. citizens. Too bad—the Balearic Islands are a real treat.

The drive was only 15 miles on highways that were all but deserted at this time of night. When we arrived at White Sands the

The staff at White Sands Beach Club provided us with recommendations for what to see and do during our daily excursions. From the Port of Mahon on the east end of the island to

Ciutadella on the west, the beachside villages along the coast, and all the towns and sites in between, provided new surprises each day. We discovered hiking trails and wildlife parks; endless beaches and coastline for sand, waves and sunsets; intriguing towns and villages for browsing shops; quaint bars and cafes for afternoon refreshment; and fantastic restaurants to end each day. If you enjoy history, Menorca has ruins scattered across the island dating back thousands of years and beautiful plazas and buildings in each city centre you won’t want to miss. By the end of our two weeks we did not want to leave. We had questioned what we would do to fill our time, but by the end of our stay we discovered there was more to see and do than time permitted. If you are seeking the sun, sand, and warmth of a beautiful beach then by all means consider a summer visit to Menorca. But if exploring new places is what you are after, you don’t want crowds, and you have the flexibility to travel in the off-season, Menorca is a wonderful destination.

ISSUE 19 • Autumn 2014

Cala Blanca, Gran Canaria

Resort reviews

by Mark Caldicott, TATOC Consumer Helpline manager

Having just returned from a fantastic holiday at Diamond Resorts’ Club Cala Blanca on Gran Canaria, I thought I would write a review as it was such a far cry from our last overseas holiday - an all-inclusive package holiday to Egypt for Christmas 2013.

y partner Francis and I boarded our flight from Manchester at 7:00am and by 11:30am we were standing in the August heat at Las Palmas airport waiting for our hire car and the drive to Cala Blanca. With the introduction of the new GC-1 motorway, which runs a few miles inland, we arrived at the resort just 35 minutes later. Before the completion of the motorway, which runs from Las Palmas in the north to Puerto Mogan on the southwest tip of the island, it would have been a long drive on a windy coastal road, so a definite improvement. Car hire for the week was only £85 compared to 50 euros each way for a taxi so it made financial sense – the resort also recommends it. For those who cannot or don’t wish to drive, the resort runs a shuttle bus service three times a day to the nearby resorts of Puerto Rico and Puerto Mogan. When we arrived at Cala Blanca we found a stylish resort in an elegant and sought-after location of Playa Taurito. Nestled between the rugged mountains and sparkling ocean, but sheltered by the headlands, Cala Blanca is positioned high on the hill boasting fantastic views. Every apartment overlooks the ocean so everyone gets a sea view. We spent our days on the comfortable sun loungers around the pool enjoying the high quality, free beach/pool towels provided for Diamond Resorts International (DRI) members. A stark contrast to our holiday in Egypt where we fought for uncomfortable wooden sun loungers every morning and the thin and bobbly beach towels they provided.

DRI has a skin care advisor who offers complementary advice to guests on looking after your skin in the sun and getting the best tan. This is a great service when you remember the Canary Islands are 700 miles closer to the equator than mainland Spain. Diamond Resorts introduced their DRIven to FUN scheme this summer offering a wide range of different daily activities for children and adults. Games included tennis and ping-pong tournaments, boules matches and pool tournaments culminating with a weekly awards ceremony where children received certificates and medals for their respective wins. The resort even had a Wii Tent. No, this wasn’t an outside toilet but a tent with a Nintendo Wii video game player set up for guests to use. This proved to be popular with the children and their parents were delighted with the facility. For the adults, Cala Blanca offered a twice daily ‘happy hour’ from 4-5pm and 10-11pm where drinks were buy-one-get-one-free. Five euros for two cocktails was the order of the day. The resort also offered different nightly entertainment and a weekly barbeque for 14 euros per person including sangria and an ‘all-you-can-eat’ buffet. Cala Blanca’s newly refurbished accommodation was very comfortable and benefited from satellite TV, a fully-equipped kitchen, air-conditioned bedrooms and living rooms and extremely comfortable beds and bedding. We enjoyed the wonderful sea views from the tiered balconies to the coast of Gran Canaria. I have stayed at timeshare resorts before, but this was Francis’s first time and he was amazed at the service and standards available compared to our package holiday to Egypt. We are already thinking about our next holiday.

One of the comfortable apartments at Haven Court

Haven Court, Little Haven, Wales by David Head, Haven Court committee chairman

aven Court is in the pretty village of the same name in Pembrokeshire. It is managed by Resort Solutions of Market Harborough, and locally has a resident manager who has been part of the resort since it opened. The resort is included in both the RCI and Dial An Exchange portfolios. There are only 12 units, no leisure facilities and no on-site restaurant. But a few yards from the entrance are three excellent inns serving a wide variety of food and specialising in locally caught fresh fish. Also just down the road there is one of Pembrokeshire’s many Blue Flag Beaches with RNLI lifeguards in the season and boat launching facilities. The village has a vibrant atmosphere with an annual regatta and carnival and lots of other activities for holidaymakers. Each resort apartment is furnished with wellequipped kitchens and a dishwasher, a decent size bathroom with bath and shower and towels, which are changed halfway through every week, and pleasant bed linen. The resort has a continuous replacement policy to maintain high standard and all beds and TVs have recently been replaced. Owners enjoy reserved parking, a small children’s play area, a games room, DVD library, tourist information and a shared barbeque area. The resort has an active committee that meets four times a year, ensuring that everything on the resort runs smoothly for owners. The yearly maintenance fee is kept at a reasonable level while still maintaining high standards.

The swimming pool at Cala Blanca

Haven Court offers very comfortable holidays on a well-managed resort in Britain’s only coastal National Park, only yards away from excellent eating places and a lovely sandy beach.

SHARETIME

Pantglas – facts and figures

Resort in focus

• Located in rural west Wales • 24 timeshare lodges • Seven privately owned units • Range of facilities including: swimming pool, gymnasium, tennis courts, snooker, Coach House restaurant, coffee shop and function room/bar. • 25-30 full and part time staff

Pantglas Hall Sharetime spoke with chairman Graham Bryant to learn more about this resort with its amazing past and a secure future.

• 1,200 weeks with a further 48 weeks set aside for maintenance. • Approximately 600 owners with CLC World owning a third of the inventory • Fixed week ownership with three- and five-year deals avaialble where the maintenance fee is paid up-front. • 80-100 leisure club members

What is the history of Pantglas? Pantglas Hall, once one of the largest country estates in South Wales, dates back to medieval times, although the location and description of the original estate are lost. One of the earliest known historical dates is 1822 when the estate was sold to Jones & Co, founders of the Black Ox Bank of Llandovery, and later incorporated into Lloyds. The house was re-built in the Italianate style at a cost of £30,000 in 1835 and was described as a house of considerable significance. The entrances to the estate were protected by four gatehouses named Llandeilo, Carmarthen, Gardener’s and North Lodge - all of which are occupied and in private ownership today. In 1922 the local authority bought the house and used it to house a mental institution with as many as 140 patients. In 1968, a fire caused considerable damage to the house and in 1972 the house and grounds were sold to a private developer. The tower (which is all that remains of the original house), the mews buildings, bridge and walled garden are protected under Grade 2 listing and many of the trees have preservation orders. The development of the Pantglas Resort began in the late 1980s and centred on the coach house (or mews building). With only 24 units completed and some 1,100 weeks sold the development went into liquidation in 1990. While the Trustee safeguarded the accommodation for members, they were left effectively without access to the facilities on the site. While some members defaulted, negotiations with the developer secured the future of Pantglas. In 1992, a deal was concluded to purchase land and facilities including the swimming pool, tennis courts and the mews buildings - although some of the land remained with the former owner.

The acquisition was funded by a holding company set up and controlled by a third of the timeshare owners at that time and included the resort management company to ensure continuity. Following acquisition, the early years were challenging and a steep learning curve for the committee. However with perseverance and assistance from RCI, the resort moved forward as a self-managed, self-sustained timeshare destination. Today, each managing entity is interlinked. Each owner is a member of the club and it is a prerequisite that to be a shareholder of the holding company at least one week of timeshare must be owned at the resort. Shareholders enjoy a discount off annual maintenance fees and restaurant spend.

How has timeshare at your resort fared over the past five years? Like many resorts, Pantglas has suffered from a decline in sales/re-sales in recent years. The committee investigated a range of options to encourage a new generation of owners and currently we offer a short-term (three- or fiveyear) fixed price ownership, which has generated considerable interest.

As a mature resort, what are the main challenges you face? The main challenge is attracting a new and younger generation of timeshare owner. In response, we have adapted our timeshare product to better suit the requirements of this generation. Pantglas faces many problems in common with other ‘legacy’ resorts. Over the last five years we have increased management fees by no more than inflation and one year had no increase at all. Over recent years our default rate averaged just 1-1.2 per cent. One reason for this low rate is

Pantglas Hall Owners Club Llanfynydd, Carmarthenshire Wales SA32 7BY, UK Tel: 44 (0) 1558 668751 Email: enquiries@pantglas-hall.co.uk Website: pantglas-hall.co.uk that we allow members to pay their fees monthly by direct debit. This brings in a regular income stream across the year and is more affordable for our members. Many defaults have been caused by the difficult financial climate and by an ageing ownership with many reaching an age where they cannot use or afford timeshare holidays. The committee understands the difficulties some owners face and has dealt with each situation sympathetically. We are a family resort that strives to care for our owners’ needs. Many of our members have served 10 -15 years and longer. It has been suggested long-serving committees lose momentum and become ineffective. However, it is difficult to recruit new members. This year, however, we have managed to recruit three new members to the committee. We appreciate there is a new generation of consumers with sophisticated holiday requirements and different expectations. While we need to reach this generation by considering their requirements we need to retain existing owners by maintaining standards, controlling maintenance fees and having effective re-sales and robust rental programmes. A realistic exit strategy and the development of a five-year plan for the resort are very important.

How do you keep your product attractive to today’s holidaymaker? The introduction of short-term, flexible deals with a fixed price and timescale enables new owners to run consecutive deals, up-sizing or down-sizing according to their changing needs.

ISSUE 19 • Autumn 2014

What are the key reasons why you think you have succeeded? • The positive and co-ordinated working approach of the management group;

• Attentiveness to guest/owner requirements; • Managing owner expectations about maintenance fee levels;

• Ability to pay maintenance fees by monthly

in-house with three- and five-year deals with support from RCI to guests on site, existing owners and friends and via the website.

• Set up of a private leisure club and the hiring

• Good quality, value for money

How do you fund and manage refurbishment at the resort?

• Considerate treatment and counselling of owners who wish to default;

out of facilities for weddings and functions to supplement maintenance fees; and accommodation with excellent facilities, a dedicated staff and committee and continued support of our owners.

Resort in focus

Do you offer a re-sale and rental programme to your owners and is it successful? Owners are able to advertise their weeks for rent or sale at the resort and through the website. Success has been limited and we recognise the need to improve our marketing strategies to reach a wider market.

direct debit;

The swimming pool

The resort has a sinking fund for major refurbishment with a rolling maintenance

The construction of four six-person lodges is planned by the holding company during 2015. This will provide 200 additional inventory weeks for sale or rent. Further four- and six-person lodges are scheduled for 2017. Other plans include:

• To continue to reduce defaults and seek to

promote an innovative introduction of new members to timesharing;

• Competitive marketing; • Weekend breaks trial offers; • Rental programme; The kitchen in a Pantglas apartment

The lounge area in a Pantglas apartment

• Continue with sales of three- and five-year deals;

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

programme of up-dating, replacing and improving, funded through the annual maintenance fees.

It has had to grow and develop according to the changing attitudes and expectations of new and old timeshare owners.

How is the resort managed?

We have tried a number of external agencies with moderate success and currently we are marketing

The resort has a management company (Lightcourt Ltd.), which is a subsidiary of the holding company (MBH 3 Ltd). Lightcourt deals with the daily running of the resort and the manager reports directly to the management committee. The management committee consists of ten members (including two directors of the holding company), all of whom are Pantglas owners and shareholders in the holding company.

What are your plans for the future? In 2011, land around the resort came onto the market. Pantglas’ attempt to acquire this was unsuccessful. The land was sold to an overseas buyer whose subsequent attempts to secure planning permission have, to date, proved unsuccessful.

Outside area of Pantglas

“...for us to support any proposed development, it must be sympathetic to the ambience of the existing resort and the surrounding area.”

Development of this land requires interaction with the resort holding company and the owners club. This would be good for the resort as it brings a rental charge per developed unit. However, for us to support any proposed development, it must be sympathetic to the ambience of the existing resort and the surrounding area. Pantglas still favours acquisition and looks at some point to taking a further interest in the land.

• Joint venture partnership; and • Better use of social media

How important is your owners’ committee to your business activities? Very important - the owners committee takes an active role in the running of the resort providing guidance and support when required. The committee/boards are made up of owners from a cross section of backgrounds and experience including: industry, development, personnel, teaching and finance. Several are company directors.

What do you think the future is for timeshare in general? We believe timeshare is a quality product and will continue. However, on-going improvement is the key and resorts must:

• Meet the needs of the younger generation; • Remain informed on progress and

developments within the timeshare Industry;

• Endeavour to keep maintenance fees low

while maintaining and improving units and facilities; and

• Ensure viability with additional income streams from successful rental programmes and promotion of leisure facilities to the local market.

SHARETIME

Affiliate news

BuyATimeshare.com affiliates with TATOC

shrinking, we felt it was time to become more involved across the pond.

ATOC has announced the successful affiliation of U.S.-based BuyATimeshare.com - an internet advertising and marketing company for owners who wish to sell or rent their timeshare. A privately-held business created by current president and CEO Wesley Kogelman, the company was launched in Tampa, Florida, in 2000. Today, the business still has an office in Tampa in addition to its corporate headquarters in Merrimack, New Hampshire. BuyATimeshare.com has built its reputation on ‘search engine optimisation’, creating a website that appears on page one on search engines such as Google, Bing, Yahoo and other major outlets. Its online marketing efforts are geared towards finding buyers by leveraging the power of online searches for the benefit of customers. Explaining the decision to affiliate with TATOC, Wesley Kogelman said: “We believe that there is a huge need for U.K. and

“Opening discussions with TATOC was the first move we made when researching our options and we are very pleased that the TATOC board has accepted our application.” As a TATOC affiliate, BuyATimeshare.com will adhere to the TATOC Code of Conduct issued in August 2011 and the association’s code of ethics. Buyatimeshare.com’s Wesley Kogelman and TATOC’s Harry Taylor All companies wishing to affiliate to TATOC are thoroughly vetted beforehand and continually monitored. European owners to have access to a global on-line marketplace such as ours. For further information on the services provided by BuyATimeshare.com please visit: “We maintain a substantial presence on the https://europeanresales.buyatimeshare.com/ internet and because our global village is

Foster family share holiday memories with CLC World

Holiday Club set for expansion

ahindra Holidays & Resorts India has acquired 18.77 per cent share of ownership in Holiday Club Resorts, a TATOC affiliate.

arents Gordon and Brenda Potter, in addition to having seven children of their own and three more adopted, have fostered more than 400 babies and youngsters and have created holiday memories through their CLC World membership with many of them. The couple, from Wallington, Surrey, bought a fixed week timeshare 25 years ago and “haven’t looked back”, converting along the way to points. They spend six weeks most years, including the whole of August, on the Costa del Sol at Club La Costa World resort - and reckon that at least 100 of their young foster charges have joined the family on these holidays.

Brenda and Gordon Potter

He says: “I know we are getting on a bit but all this activity keeps us going and we must be doing something right because Social Services keep asking us to help out, and we do our very best to help!” Last year within the space of four months the couple were asked to care for three more tiny babies… hard enough work for young mums and dads!

“When you are arranging to take young children out of the country who may have issues and be in a vulnerable state, it is very important to be able to re-assure social workers that your destination is safe, secure, well equipped and welcoming. Club La Costa World has always met these requirements,” says Brenda.

“Over the years we have watched the resort grow, but it has never lost its family feel, and the staff are truly wonderful,” says Brenda. ”It’s been rewarding to bring with us youngsters who may have been damaged by their experiences, and who have been able to enjoy a holiday in the sun in lovely surroundings along with our own children.”

Gordon, who is 76, and Brenda, aged 66, freely recognise that their peers are more likely to be embracing the role of grandparents – and indeed they have seven grandchildren ranging in age from 18 months to 16 years.

The Potters reckon they have five years of fostering left in them. After that it will be time to think about spreading their wings and using their CLC World membership to travel further afield.

The companies intend to map collaboration opportunities in Europe and make use of each other’s expertise in the development of their operations and products. The new shareholder will participate in the board operations of Holiday Club. It has also been agreed that Mahindra Holidays & Resorts can acquire more shares later on. Mahindra is one of the leading vacation ownership companies in Asia and is part of the multinational Mahindra Group based in Mumbai, India. The shares of both companies are listed on the stock exchange in India. “The collaboration of two market leaders will offer many development opportunities. We are proud to be able to offer our expertise more widely and also beyond the borders of Finland,” says Mr Vesa Tengman, managing director of Holiday Club.

ISSUE 19 • Autumn 2014

DAE launches ‘welcome home’ campgaign

Exchange news

embers of exchange company Dial An Exchange (DAE) are being invited to review their latest exchange holiday in a new campaign. The ‘welcome home’ campaign includes an email to members returning from their DAE exchange, welcoming them home and inviting them to provide feedback on their exchange experience. “DAE has always offered a wide range of holiday opportunities across the U.K. and Europe, which is why DAE does not grade resorts; rather, we let our members who experience the holiday first hand provide their honest reviews,” said Oliver Green, managing director of DAE Europe. “Now every returning DAE guest will receive a ‘welcome home’ email encouraging them to submit feedback on their resort experience. “It’s a way for us to improve our customer service with returning members, and to gather useful data from members sharing their experiences for the benefit of future exchange guests. Through the email campaign members will be encouraged to submit a self-typed review, or can submit a feedback rating on a list of criteria including: •• Helpfulness and courtesy of staff; •• Cleanliness and maintenance of facilities, including swimming pool and common areas; and •• Overall quality of units, including appliances, furnishings and cleanliness “With all the information in one place at www.dialanexchange.com, our members can rely on the reviews provided by other DAE members to assist in choosing the best holiday for them,” said Mr Green. “By seeking every members’ feedback when they return from holiday, we will be able to work with resorts much more closely to praise them for what they are doing right, and to work with them if we have any possible issues to address. “Once established, resorts receiving consistently excellent feedback and reviews will be honoured with a DAE Award of Excellence,” added Mr Green.

Shangri-La, Tusifu

A world of choice RCI continues to bring its members more choice than ever by affiliating 70 new resorts globally this year.

s well as new places to stay in some favourite holiday destinations, RCI is introducing some exciting new destinations such as China. RCI members now have a choice of 50 affiliated resorts in China, the two latest being Shangri-La Tusifu Resort in Shangri-La County, pictured, and Xishuangbanna Resort in Xishuangbanna Prefecture, both in Yunnan Province. Shangri-la Tusifu Resort is located in Shangri-La, which means ‘Land of Sacredness and Peace’ in Tibetan, which mirrors the breathtaking landscapes, sacred monasteries and lamaseries, magnificent snow-peaked mountains and tranquil lakes. The property has an interesting history: during the Ming Dynasty, the tribal clans in Shangri-La were bestowed with official titles by the government, leading to the development of the Tusi system of rule. The 36-room Shangri-La Tusifu Resort is the restoration of the residence of Tusi officials, built more than 1,300 years ago. The décor is reminiscent of ancient Tibet, and RCI members can enjoy traditional Tibetan cuisine, such as butter tea and yak meat, at the on-site restaurant.

Discounts, savings & deals

veryone likes a great value deal, which is why RCI’s team work with resort developers and other associates to bring members savings and discounts whenever they can. From exclusive discounts on Greek island cruises from Anezina Village resort and a

Guests are also invited to join in the Tibetan song and dance performances organised by the resort. Xishuangbanna Resort is located in Jinhong, the capital city of Xishuangbanna Prefecture and is home to many different ethnic groups. It is also home of the world famous Pu’er tea. The Mekong River flows through Jinhong City, creating a hub for travellers passing through China, Thailand and Laos. Opened in 2013, Xishuangbanna Resort has 110 rooms, and is seven kilometres from Jinghong Airport. It is within walking distance of Jinsha Bay and Jiangnan Riverside Walk, while tourist attractions such as the Peacock Garden and Manting Park are close by. Closer to home, but just as exciting, RCI members can be the captain of their own adventure on a private sailboat holiday with Seatime. Launching from Naantali in Finland, there are an abundance of routes with beautiful areas to explore, including Turku and the Aland archipelagos, with thousands of rocky islands. Previous sailing experience is required.

fantastic half-board offer at El Marques in Tenerife, to an incredible $1,800 in resort credits to use on spa treatments, tours, golfing, dining and drinks at the Hard Rock Vallarta Hotel in Mexico, RCI makes sure their members’ money goes further on holiday. Visit www.rciresortoffers.com to explore the whole range of money-saving deals RCI has secured for its members at resorts across Europe and beyond.

AROMA,

A Concept That Evolved Out Of Change

The Club Leisure Group is proud to announce that their latest product, AROMA, will be made available to interested parties in the field of sales. Already masters in the realm of timeshare and points club products, the Club Leisure Group felt that although timeshare was the best method of pegging holiday costs over the past 30 years, flexibility has become limited, even with the advent of the exchange organisations. It was evident that a new product presence was needed which had all the positive attributes of timeshare but none of the negatives. This led to the formation of AROMA in December 2010. AROMA falls within the sphere of the timeshare industry but it is not timesharing in the true sense. AROMA members receive certain rights that enable them to holiday in many destinations throughout the world. Members of the club do not acquire individual timeshare weeks but purchase holiday points. Although this may seem very similar to other points schemes, the four distinctive selling points of AROMA ensure that the product practically sells itself: • With AROMA, members enjoy more than one free exchange. • AROMA is EU compliant. • All approved marketers have access to credit card facilities and consumer finance. • AROMA is the ideal exit point for timeshare owners who have grown weary of their timeshare product. AROMA has a unique facility allowing timeshare owners to trade in their timeshare in 40 Perspective Magazine Europe July-September 2012

the name of the club for points to the value of the week - a useful option as needs change. For example, a young, newly married couple bought an out-of-season studio week at a cost of possibly £5 000, while a family man acquired a large, three bedroom unit in peak season at a cost of £30 000. Ten years later, the couple now has three children and the other family’s children have all left home. Ideally, the two families now need to swap weeks with each other. With AROMA, the family with a studio unit would be allocated points amounting to the current market value of their unit and they could purchase additional points which would be added to their trade-in, enabling them to holiday during school holiday periods. The couple with the three-bedroom unit would have a large number of points, enabling them to take four or five out-of-season holiday weeks. Alternatively, they could cede points to their children or surrender surplus points back to the club. In February 2011, a new directive in respect of timeshare and long term holiday products came into force around Europe. This directive has been welcomed by AROMA as it finally allows for a level playing field within the industry. Sales have slowed down considerably as many entities struggle to adapt, however AROMA believes that this legislation is exactly what was needed in the industry and has always been a firm supporter of considerable consumer protection. Thus, AROMA finds itself in a strong position to become the Club of our time. The industry is moving more and more towards the points system and the majority of the sales within the timeshare industry are on a points basis. Club Leisure Group, pioneer of the points system, has shown phenomenal

growth over the last 25 years and introduced many exceptionally well-received products. The AROMA system is the most flexible holiday option available and allows members to holiday anywhere and anytime, in any size unit. Each week of holiday accommodation is valued on a points basis - from week 1 to week 52 throughout the year, resort by resort. The number of points required for each week depends on the time of the year, the quality of the resort and the number of bedrooms per unit. No restriction is placed on the number of points the member may acquire and the member may purchase additional points at any time. The asset made up of holiday accommodation owned by the club represents the total of the members’ points in the club. Once the member has been allocated points he can book a holiday. AROMA’s policy has been to acquire holiday properties during sought after holiday periods and a high percentage of the points held are in peak periods. The system can easily be compared with that of a bank, where you deposit money into an account and it continues to grow until you withdraw it, as and when you need to and however much you need. Each year you are re-credited with the number of points that you have acquired. The points are held to the credit of the member’s account and can be accumulated for up to three years. At any time the member can make a reservation and his account will be debited with the number of points required for the particular unit in the particular resort of his choice. For convenience and flexibility, AROMA has no equal in the international market.

SHARETIME

Affilliate focus: First Resorts

ith over 25 years’ experience in resort management, First Resorts is one of the most successful management companies operating today.

Established in 2004 in South Africa as a subsidiary of The Club Leisure Group, First Resorts manages over 50 resorts, hotels, vacation clubs and home owner associations. It services over 250,000 member families and 16 points-based leisure products and employs a staff of over 2,500 people. The company recently expanded its African operation to encompass a comprehensive resort management service in Europe. Today, the company manages Brockwood Hall in the Lake District, and Flexi Club Canal Boats on the Thames. First Resorts provides clients with a comprehensive service that includes on- and off-site management as well as financial, logistical, revenue generating strategies and highly specialised services. As the infrastructure of First Resorts is highly adaptable, it enables effective management of a range of eight properties from boutique hotels with a few rooms to luxury holiday villages with over 300 apartments. First Resorts offers more than operational and financial management, preferring a partnership role with a resort to achieve its aims. “For the majority of resorts that we manage the aim is to achieve optimal occupancy, financial success and security, and to introduce revenue generating facilities where possible and appropriate,” explained operations director, Tim Spencer. First Resorts conducts assessments and evaluations on a range of resort services such as maintenance fee collections, training needs analysis, software, unsold and abandoned inventory programmes and purchasing solutions. The team then tailor-makes solutions which can be formulated to provide a simple or full suite of services to remedy any areas where weakness has been identified. By centralising services, the team is able to ensure that highly qualified and specialised staff are employed to deliver top class service in all aspects of resort management. Some of the key tailor-made services provided

by First Resorts include: • Holistic on-site resort management including specialist recruitment systems, structured reporting, certified training, planning and execution of refurbishment and installation of food and beverage outlets; • Accounting services including monthly income and expenditure statements, preparation of budgets and management accounts, management fee collection and annual financial accounts; • Reservation and rental services including comprehensive rental infrastructure, website development and design of printed materials and campaigns to stimulate demand; • Programme for unsold inventory including a comprehensive sales and marketing solution to address unsold stock such as recruiting and training of sales personnel and management of on-site sales operations; • An entertainment programme, which research has shown is the key to attracting younger owners; • Design of marketing and on-line strategies to encourage rentals as well as regular communications with owners to recover fees, promote rentals and entrench loyalties; and • Sophisticated customised software for all aspects of management including check-in, reservations, food and beverage outlets, sales and marketing activities and on-line bookings. One of the key aspects of the First Resorts philosophy is providing experiences for members and guests that engage the senses with tailor-made entertainment programmes

that make the most of the natural location, weather and attributes of the resort. “This is an integral part of our ‘Many Happy Returns’ programme which encourages and entices guests to come back to the resort time and again because they had such a wonderful stay,” added Stuart Lamont, chairman of the Club Leisure Group. “Essentially, our highly researched programme is based upon creating and retaining great memories and experiences by engaging the senses, including touchable finishes, therapeutic aromas, scintillating tastes, heartwarming music and soothing sounds, amongst many others.” In order to monitor the success of these initiatives, First Resorts employs various forms of feedback such as on-line questionnaires and surveys, mystery guest programmes and telephone call monitoring. On-going staff training is provided to maintain the desired levels of excellence and to increase the likelihood that the guest will return. For further information contact Tim Spencer by email on: tims@firstresorts.co.za or by telephone on: +27 31 717 7593 (Ext: 7168)

ISSUE 19 • Autumn 2014

Azure Malta launches digital after-sales app

Affiliate news

alta-based Azure Services has teamed up with CitNOW, a U.K. company which offers application (app) based personal video presentation services. Together they have developed an appbased visual presentation set to enhance Azure’s consumer after-sales care and maintain the company’s position as innovative market leaders. The app harnesses advanced digital video technology via an iPod device, in a simple and easy to use format. CitNOW offers cutting edge automotive video marketing solutions, adapted for the car dealership business. Azure asked CitNOW to modify the product, tailoring it to suit their new members’ requirements. “With such a huge audience on-line today and research showing a massive 70 per cent of after sales shoppers said that

Fun for everyone with Diamond Resorts

Diamond Resorts is DRIven to Fun

he team at Diamond Resorts International ensured that members, owners and guests enjoyed a memorable holiday experience with the return of its popular summer programme, DRIven to Fun. With participation from all 93 branded and managed properties throughout North America and Europe, the Olympic-inspired event took place from June 30 – August 7 in North America and July 17 – August 31 in Europe.

on-line videos had a positive impact on their purchase decision, we knew we had to respond,” said Perry Newton, Azure Malta’s project director. Rather than focusing on pre-sales, Azure wanted to vary the technology for its members’ after sales care.

The action-packed summer of family entertainment featured daily activities for all ages including scavenger hunts, bingo games, water volleyball, relay races, colouring contests, cannonball splash contests, resort trivia and more.

At the end of every week, the winners of each activity were honoured at the closing ceremony and awarded gold, silver and bronze medals. The celebration featured plenty of food, drinks, music and entertainment. A highlight of the event was the DRIven to Fun Facebook photo competition where participants were invited to submit photos to Diamond’s Facebook page for a chance to win a complimentary seven-night stay at any branded or managed Diamond resort worldwide. To see the Facebook photo competition, please visit https://a.pgtb.me/gMjxdr.

‘Strictly’ star sashays into CLC World resort

Azure has harnessed the power of digital technology to give new members the comfort that the person they purchased their membership from “is still there for them”, even after the contract has been signed.

lamorous Kristina Rihanoff, one of the dancing stars of U.K. television’s popular ‘Strictly Come Dancing’, delighted members and guests by teaching them the cha-cha at CLC World’s Club La Costa World resort, on the Costa del Sol.

The personal video presentation service, a series of simple to use apps, creates a visual postcard to Azure’s members upon their return home.

Kristina, a VIP guest at the resort, was there to give her dance master classes, as well as judging a cha-cha contest at the resort, and is shown here with Dawn Smith from Manchester, a real fan of the show and the daughter of CLC World members.

The personal resort video features the Malta Golden Sands resort and staff. Initial statistics for the project show a massive 83 per cent email open rate over the first 28 days of the project being launched and nearly seven per cent of new Azure members watching their personalised video up to six times. Azure member postcard - http://video. citnow.com/vpML_W8NcSH

At the beginning of each week resorts hosted an opening ceremony to announce the upcoming games and scheduled activities.

Writing on her Facebook page the star put: “At the fantastic Club La Costa in Malaga for a few days of fun! Teaching my bespoke ballroom classes and enjoying the weather!” Kristina Rihanoff dances with CLC world member Dawn Smith

Club La Costa World is managed by VRI España.

ISSUE 19 • Autumn 2014

Timeshare Task Force hitting targets

Twelve months after it was set up, Chris Emmins from Kwikchex, who heads up the Task Force, shares just one of the successes the team has achieved.

“

The recent case of Mr and Mrs B was a classic example of how the Timeshare Task Force has been instrumental in meeting its objectives of assisting consumers and tackling rogue businesses. Pensioners in poor health, (Mrs B is disabled), they were lured to a meeting in Malaga with ITRA, the infamous International Timeshare Refund Action business. Even though they could see the poor health and knew the age of the couple, ITRA proceeded to tell them that they could release them from their timeshare within four to six weeks at a cost of £4,500 - which they paid.

News

A summary of achievements is below:

n 2013, the Resort Development Organisation (RDO) set up the Timeshare Task Force to tackle those companies which have been de-frauding consumers and negatively affecting the image of the industry. The Timeshare Task Force brings together the RDO’s own enforcement operation, resorts, timeshare owners, consumer organisations such as TATOC and law enforcement agencies to achieve common goals.

• Over €100,000 being refunded to consumers so far after reports of malpractice and so on via the Timeshare Business Check and Task Force websites; • Actions taken on three people featured on the ‘Timeshare Criminals’ section of the website and authorities acting on all - two under suspended prison sentences/ banning orders; Although the couple originally had a claim rejected by their credit card company, support and evidence now being provided by the Task Force should ensure the imminent return of their monies. Finally, the evidence is now being presented to law enforcement authorities in the appropriate European countries (on a cross border basis) and prosecution sought. The Task Force vigorously pursues such cases and will if necessary help victims take action via a private criminal prosecution. All the elements so typical in Task Force work were present in this case - the deceit of well known serial offenders, the fact that free, fast and effective solutions were available if the timeshare owners had only used the Task Force resources first - and the subsequent assistance in refunding monies and enabling prosecution.

• Identification of 73 offences/breaches by 34 businesses reported with clear evidence and details of specific breaches to authorities; • Increased co-operation with law enforcement and consumer authorities on an E.U.-wide basis and co-ordinated process formed for investigation and prosecution; • Co-operation with media highlighting specific rogue businesses to warn consumers and provide advice as to how to seek help from Task Force; and • Undertaking by the U.K. wing of the ECC to re-open the evaluation of Leisure Credits in relation to the E.U. Timeshare Directive.

Even though they could see the poor health and knew the age of the couple, ITRA proceeded to tell them that they could release them from their timeshare within four to six weeks at a cost of £4,500 - which they paid. ITRA had originally said they would handle the case on a no win, no fee basis. When Mr and Mrs B realised they were not released from their contract as promised, they went on-line and found the information about ITRA on the Timeshare Business Check website, which is provided by the Task Force and immediately sought help. As their resort was a member of RDO, the first action was to liaise with the developer with regard to allowing them to surrender their timeshare under the exit provisions drawn up by the RDO and agreed to by the developer. Just over a week after contacting the Task Force, it was confirmed that their situation warranted an immediate surrender, with no costs or fees. The second element now being tackled is to assist the reimbursement of the £4,500 paid to ITRA.

The various organisations working in partnership are greatly contributing to the results being achieved by the Task Force. Cases received by the ECC network concerning RDO members have been quickly resolved - previously such cases were not even being reported to RDO, so no action could possibly have taken place. Cases received by TATOC have been passed to the Task Force for investigation and resolutions processes, with many resulting in very fast reimbursements and others being prepared for criminal offences actions. Information received by the Timeshare Business Check website has resulted in joint actions by Trading Standards and the Task Force. In addition to quick resolutions, the RDO, after forcing the resignation of a member for non-compliance, has passed the case details to the Task Force for follow up action, including refund of monies and criminal prosecution.

This though is only the start - the more information received by the Task Force, the greater the potential for resolutions, refunds and enforcement actions. www.timesharebusinesscheck.org

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

annual

maintenance

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finance payments from owners.

Today, Resort Recoveries works with a number

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throughout

Europe,

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

Resort Recoveries Specialist Timeshare Fee Collection

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

Developed by:

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

ISSUE 19 • Autumn 2014

News from Melfort Village

Resort news

Christine Roberts, general manager at Melfort Village, outlines the latest news from the resort.

t’s been a fantastic, fun-filled family time at Melfort Village this year with loads of new developments and lots to look forward to!

We started the year with the challenge of running the on-site restaurant, The Shower of Herring, ourselves after the departure of our previous tenants. Although new to catering, the new team and existing administration staff have developed a wonderful ambience serving delicious local and Scottish produce. It has been hard work to achieve this but the benefits to our owners, guests and to the reputation of Melfort Village have been amazing. As part of our on-going cottage improvements programme, we’ve upgraded two bathrooms and provided completely new en-suite shower rooms in four cottages. This has the added benefit of making some of these cottages more accessible for those with mobility problems. Recognising that families are our future, this year the club committee budgeted for enhancements to the children’s play park which have been a huge success and very well used by our younger guests. As well as the timber activity trail, we’ve also installed a bouncy springer and a wildlife garden, complete with bug hotel.

A woodland walk and picnic area have been created on the shores of Loch Melfort near to our Pier Cottages with a barbeque and wooden seating and allowing easy access to the pebble beach. It’s very important that our guests have plenty to do on-site and have upgraded the facilities within our two games rooms and the playroom to include satellite TV.

The Shower of Herring restaurant

Our school holiday activities proved to be very popular with kayaking, archery, sand art, pool fun sessions and swimming lessons. Plans are afoot to include more weekly activities including interest talks and guided walks. We have introduced a weekly welcome meeting on a Monday morning to introduce our guests to the delights of our area and to let them know about the activities planned at Melfort Village each week. This is purely information based and there are absolutely no sales. We offer complimentary tea/coffee and biscuits plus friendly advice on what to see and do in the area. This has been very well received and provides an introduction to The Shower of Herring restaurant.

Folk night at Melfort Village

Their photography and accompanying articles have been very engaging and really helped put out our message to the world. They helped us run a travel competition, which brought in thousands of new contacts with whom to share our message.

We’ve really got our teeth into our social media, too. It’s so important to let the world know what you are doing and increases custom.

In addition, we have engaged the services of a social media consultant who is constantly creating the most wonderfully informative blogs and revolutionised our Facebook and Twitter presence which has encouraged people to visit our Melfort Village website (upgraded in 2013).

This year, we engaged the charming services of Terry and Sarah Lee of TATOC affiliate LiveShareTravel who visited Melfort and put us on the social media map.

New for this autumn is a regular e-newsletter, which will be produced to advise of up-coming special offers, holiday opportunities and Melfort news.

Celebrations for Four Seasons Fairways

our Seasons Fairways, a resort set in one of the most prestigious addresses in the Algarve at Quinta Do Lago, is celebrating its 25th anniversary this year. Located at the heart of Quinta do Lago, overlooking the golf courses, the charming 132 luxury villas with their own pools/Jacuzzi have a Portuguese architecture design that makes the resort look and feel like a small Portuguese village. In order to celebrate this milestone, the resort launched a programme that touches all four seasons. Celebrations began earlier this year with a gala dinner, which brought together founders, CEOs, managers, former managers, partners and the region’s official entities. The hosts, Frank Sowman, chairman of the board, and Jorge Oliveira, general manager,

expressed their thanks to everyone for their support and co-operation over these 25 years. They highlighted the importance of the company in the local market. Fairways employs about 120 people, with more than 90 per cent of these on a permanent contract. Some have been with the resort since the beginning. Despite the severe financial crisis that affected the industry, the team has been able to get through these difficulties without the need to reduce the workforce. They also spoke of future investment plans, which will keep Four Seasons Fairways as the reference for quality and prestige in the Algarve tourism arena. Fairways generates more than EUR 5M annual revenue, and there is a policy of constant up-grades. Over the past 25 years

Frank Sowman, president of the board, Jorge Oliveira, general manager, Desidério da Silva, president of the Algarve Tourism Board.

Fairways has invested over EUR 6M in renovations of villas and public areas. Four Seasons Fairways will continue its 25th anniversary celebrations throughout 2014 and there will be four more themed dinners and other fun activities.

First Resorts, is one of South Africa’s most dynamic management companies, providing resorts and hotels with the highest levels of Service Excellence. Managing Agents for over 60 resorts throughout the country, our comprehensive resort management programme incorporates properties ranging from boutique bungalows to resorts with over 200 apartments.

● On and off site Operational Management ● Proven Revenue Generating Strategies ● Reservations and Rental Programmes ● Certified and Accredited Training ● Bulk commodities and Consumable Purchasing ● Design Marketing, Web and Online Strategies ● Efficient and comprehensive Financial Management ● Wellness Spa Expertise ● Food and Beverage Facilitations ● Sophisticated Customised Software First Resorts provides our clients with a complete 360° Service. Contact us for service evaluations and tailor made solutions for your property.

ISSUE 19 • Autumn 2014

TATOC co-opts two directors

ATOC has co-opted two directors to the board.

Christine Roberts Born in Hampshire, Christine has lived and worked in Argyll since the early 1970’s. She has worked at Melfort Village, a 32-cottage self-catering and timeshare village, since 1989 and took on the role of general manager in 1994.

Neil Jennings A member of the owners’ committee at Royal Sunset Beach Club since 2004, Neil has gained considerable insight into the timeshare industry. He began his working career as a ‘timeserved’ apprentice in the plumbing/gas/ heating industry for London Underground. He continued his studies to management level studying areas such as building law and health and safety.

Training and development has been a very important factor in her career. Melfort Village was one of the earliest businesses in Argyll to achieve Investors in People recognition in 1999. The resort has also been a members of the Green Tourism Business scheme attaining gold level in 2004. Melfort Village is a well-respected and popular destination for holidaymakers from all over the world. The resort is now TATOC accredited, an RCI Gold Crown resort and has been awarded four stars from VisitScotland. Christine’s job sets her new challenges every day but she reaps huge rewards from the team she works with and the people – guests, tradesman and suppliers – that she meets. In her spare time, Christine enjoys walking, sailing, gardening and she is very involved with village life, sitting on various local committees. Her latest venture is organising a local group to build a rowing skiff with a view to competitive rowing later in the year.

His career progressed into various management roles including working for the Canadian High Commission, European Bank, Lincoln Financial Group and British Museum, operating with budgets up to £20million. For the past nine years, Neil has headed up a facilities team within a global media group (including Saatchi and Saatchi), looking after 4,000 users in the U.K. His role includes managing highspecification fit-outs in offices/studios, maintaining all locations to a high standard, financial management, legal compliance, working to ISO14001 and running environmental objects within the group. Neil’s key skills in the services industry have benefited his club and helped put it in a strong financial position. Away from work, Neil is a very keen golfer and currently manages Middlesex County Golf Union first team.

Social media helps TATOC keep in touch

ATOC operates an active Facebook page that keeps followers up to date with the latest news from the association – as well as general travel news and advice. You can follow TATOC by visiting: Facebook.com/TheTimeshareAssociation TATOC and clicking Like. The association also tracks a number of member resorts and affiliates on Facebook and TATOC is delighted to hear and share their news.

If you have a Facebook page and TATOC is not ‘following’ you, then please let us know and we’ll make sure that we ‘Like’ you as soon as possible. You can send us a link via Facebook or send us your link to Emily.Collins@tatoc.co.uk Facebook not your thing? Then TATOC has a thriving Twitter account, too. You’ll find us at: @htaylorTATOC

Helpline promotes mediation service

ATOC has developed a mediation service to enhance its consumer helpline service and strengthen its commitment to enhance the timeshare holiday experience and be the voice of timeshare owners.

The TATOC Consumer Helpline is available to all consumers and offers information and assistance to help consumers resolve their problems within the timeshare industry. Between January and August 2014, the Helpline provided assistance and support to timeshare owners and helped them recover over £500,000. However, although successful, there are times when the team and the information they provide cannot assist in resolving the problem completely. At this point, TATOC suggests meditation as the next step forward. TATOC has put together a team of approved, qualified and experienced mediators who have agreed to abide by a range of parameters including: •• To maintain client confidentiality and to ask the parties to enter into a confidentiality agreement prior to mediation; •• To refuse to take on any mediation where there may be a conflict of interest; •• To provide a quote for costs and fees related to the amount of the claim; and •• To charge a maximum fee of £250 to an individual consumer where the claim is valued at less than £5,000. The association does not recommend any particular mediator but the list is shared with the client and it is the responsibility of the chosen mediator to inform the client how they will carry out the mediation. Mediators do not provide judgement on the dispute - they are to assist the parties in reaching an agreement. Mediation does not prevent any party from taking matters further within the law. To find out more about TATOC mediation, contact the TATOC head office on 0845 230 2430.

SHARETIME

News

Driving out poverty

The winning team

he RCI Christel House Europe Golf Open held on June 9 was an “unprecedented success” for the charity, according to Vivienne Noyes Thomas, Christel House development director. The annual event, which took place at Badgemore Park golf course, raised £61,938, all of which will support Christel House schools in India and South Africa. The children who attend the schools will learn the skills which will transform their lives forever. This year the weather was kind to the 64 players who tackled the beautiful course and various competitions. The post-event survey reported the event was a super fun day in aid of a highly-regarded cause.

RCI’s Dimitris Manikis enjoying the hospitality

The winning team was Connections Money, captained by Jon Baker. The foursome claimed the Ron Haylock silver trophy and won two weeks of superb holiday accommodation in top South African golf resort donated by Club Leisure Group. The provisional date for the 2015 tournament is Monday, June 8 at Badgemore.

CAT2398 Love Timeshare Advert, new logo 205x145mm v2.pdf

23/06/2014

20:49

The RCI Christel House Open has raised over $8 million since it began. More than 1,800 golfers at 12 tournament sites around the world participated in this year’s event. Every penny of the net proceeds goes to the programmes for the students at the schools. Founded in 1998 by Christel DeHaan, Christel House is a charity that supports 4,000 severely impoverished children around the world providing the opportunity to build meaningful and productive lives. The mission of the charity is to break the cycle of poverty in which these children are trapped, transforming their lives and the futures of their families and communities.

ISSUE 19 • Autumn 2014

News

What tourists buy in Britain Visitors from the Middle East are Britain’s most zealous international shoppers and one in three French visitors buys British food and drink to take home.

n a series of VisitBritain-sponsored questions from the Office of National Statistics, over 50,000 people were asked to identify the items they had purchased on a trip to Britain from a predefined list. VisitBritain’s new report, ‘What inbound visitors shop for in Britain’, shows that it’s not just high-end goods that international guests find attractive. The study identifies the most commonly purchased item as ‘clothes or shoes’ (41 per cent), followed by ‘food or drink’ (24 per cent) and then holiday ‘souvenirs’ (16 per cent). Visitors from the Middle East are twice as likely as typical visitors to buy clothes and shoes. Kuwaiti visitors have the highest propensity to buy clothes or shoes (79 per cent), with high-spending Nigerians in second place (72 per cent), followed by Saudi Arabians (71 per cent).

purchase the highest number of small gifts and presents (43 per cent), followed closely by the Brazilians (39 per cent) and Indonesians (35 per cent). Age-wise, the younger generation (0-15 years) are most likely to buy cheap holiday souvenirs for friends and family back home (40 per cent). Broken down by region, London comes out on top as the area where visitors are most likely to buy items. However, Scotland is more popular than the rest of England for food and drink purchases. A huge 40 per cent of visitors who go to Scotland buy food and drink, with the North East in second place at 32 per cent. More tourists buy ‘games and toys’ in Wales than in London or any other part of Britain. The most popular items bought in the south west of Britain were ‘books’.

On average, a visitor from Kuwait delivers £4,000 to the U.K. economy while another from Qatar provides almost £3,000. By comparison, a French visitor will spend an average of £343.

This could be due to the success of Rosamunde Pilcher novels overseas, particularly in Germany, as well as the high number of literary festivals that take place across the south west of Britain.

However, visitors from the Middle East are not as interested in buying British food and drink. Some 34 per cent of Belgians, 32 per cent of French and 32 per cent of Japanese visitors are most likely to buy British ‘food or drink’ to take home.

In VisitBritain’s 2012 ‘Shopping in Britain’ report, shopping in Harrods was chosen as a top activity by almost one in five respondents (19 per cent) when asked to select their top three ‘only in Britain’ dream holiday activities from a pre-defined list.

Souvenirs are great mementos for international visitors to remember the places they’ve visited in Britain. Mexican visitors

International visitors spent £4.5 billion in Britain’s shops in 2012 - a quarter of total expenditure by foreign tourists that year.

Holiday Wi-Fi

ooking for a free Wi-Fi connection when on holiday? Then try out these apps suggested by Hilton Grand Vacations.

travel charity is offering a new way to raise funds for international tourism projects.

Run by U.K. charity The Travel Foundation, the new Travel Lottery provides participants the chance to win up to £5,000 every month and help protect the future of our favourite holiday destinations in the process. Every month a £1,000 jackpot is available but some lucky winners (chosen randomly) will bag the £5,000 prize. Each ticket costs £2 and winners are contacted by email. At least 50 pence from each ticket sold goes directly to support projects run by the charity, which works in popular holiday destinations around the world, using tourism as a force for good. Aims include tackling poverty and creating opportunities for local people to benefit from tourism and protecting what makes holiday destinations special history, culture, environment and wildlife. The ambition for The Travel Lottery is to create a new source of funding to help make the tourism industry more sustainable, supporting destinationbased projects and initiatives designed to support livelihoods and environments worldwide. If your resort would like to become an official ticket seller and promote The Travel Lottery it can earn up to 20p per ticket sold, which can be donated to the Travel Foundation or another charity, or kept as revenue.

A favourite tip is to download a programme such as NetStumbler, which goes above and beyond your computer’s built-in Wi-Fi detector by locating ‘hidden’ Wi-Fi networks your PC might have missed. If you’re on a Bluetooth-enabled Mac, iStumbler will provide the same service. Although check out the app store for alternatives.

Charity lottery supports tourism

The remainder of the ticket price will go on running and growing The Travel Lottery. Smartphone users can get apps like JiWire’s Free Wi-Fi Finder, whose directory tracks the exact location of nearly 150,000 free networks worldwide.

For more information contact The Travel Lottery on 0117 9273049 or email info@thetravellottery.co.uk

SHARETIME

News Brits getting caught out abroad by local laws

Record number of U.K. bathing beaches receive water quality award

he Marine Conservation Society (MCS) has issued its annual ‘Good Beach Guide’ and, despite one of the driest summers in 2013, more bathing beaches than ever have been ‘Recommended’ for their excellent water quality. MCS, which protects the U.K.’s seas, shores and wildlife, has reported 538 out of 734 (73 per cent) U.K. beaches tested last summer as having excellent water quality – that’s 135 more than the previous year. There were also fewer failures, with just fourteen beaches tested last summer failing to reach minimum water quality standards.

very year British nationals risk getting caught out by local laws and customs when travelling overseas. From driving a dirty car in Russia, to wearing camouflage clothing in Barbados, travellers could end up with a hefty fine or may even be arrested if they are caught unaware. According to new research issued by the Foreign & Commonwealth Office, while 70 per cent of people believe that researching local laws and customs would make their holiday more enjoyable, less than half would actually make this part of their preparations when visiting somewhere new.

In the North East and South East of England, Scotland and Northern Ireland there were no failures meaning all of their monitored beaches reached minimum bathing water standards. MCS Coastal Pollution Officer, Rachel Wyatt, says she hopes the latest figures will be a boost to U.K. tourism after several previously wet summers which led to a drop in bathing water quality from pollution running into the sea from rural and urban areas and overloaded sewers. “It’s great news that we are able to recommend more beaches than ever for excellent water

quality and it shows just how good British beaches can be. The main challenge now is maintaining these standards, whatever the weather.” By the end of the 2015-bathing season, all designated bathing waters must meet the new minimum ‘Sufficient’ standard due to the revised EU Bathing Water Directive. This will be around twice as stringent as the current minimum standard and means that some beaches will need to do more to make the grade which could include reducing pollution from sewage discharges, agricultural run-off and urban diffuse pollution, fixing mis-connected sewers and putting in place more steps to help dog owners clean up after their pets. Beaches which don’t meet the ‘Sufficient’ standard at the end of 2015 will have to display signs warning against bathing in the sea from the start of the bathing season in 2016. This year over 160 English and Welsh beaches featured at www.goodbeachguide. co.uk will be linked to the Environment Agency’s daily pollution forecast. This will indicate when there may be an increased risk of pollution due to heavy rainfall. MCS says bathers and beachgoers should “vote with their feet” by bathing only at beaches recommended in the Good Beach Guide to maintain pressure on water companies, environmental regulators and local councils to tackle the sources of bathing water pollution.

For those visiting places they had been to before, just 40 per cent said they would do this research, despite the fact that local legislation and even local customs can change at any time. In 2014, the following changes in local law were introduced: • Fines were increased to $500 for swearing publicly in certain parts of Australia; • New requirements were introduced for parents travelling with children in or out of South Africa; • E-cigarettes are now banned from being brought into the United Arab Emirates; and • From January 2015 tourists must have passport valid for at least 60 days from expiry date of their visitor visa when travelling to Turkey FCO Minister Mark Simmonds said: “It’s easy to throw caution to the wind when on holiday but it’s important to be aware of the local laws and customs before you set off. “Laws and customs vary widely from country to country and visitors should respect them to avoid causing offence or even being arrested.

Porthmeor beach, St Ives, Cornwall

“Spending five minutes reading our travel advice may save travellers a lot of time in the long run.” Last year, two British tourists were arrested for swimming in the Emperor’s moat at the Imperial Palace, in Tokyo. Their actions were the equivalent of attempting to break into Buckingham Palace. Being arrested in Japan for even a minor offence can mean remaining in custody for 23 days while awaiting an investigation. Jaywalking in the U.S.A., the Czech Republic and Poland; entering churches or mosques with arms or legs uncovered in

Italy or Turkey; and leaving the beach still in swimwear in Mallorca and Barcelona are just a few examples of common laws and customs broken by foreigners who didn’t research their destination before going on holiday. How many cigarettes can you legally bring into Thailand? What equipment should you carry in your car when driving in France? What is appropriate attire to wear in public in Saudi Arabia? Wherever you are going, the FCO’s travel advice webpages have a laws and customs section for each destination and are a great place to begin your research.