A G L OBA L P E R S P E C T I V E O N THE V A C A T I O N O W N E R S H I P I N D U S T R Y JANUARY-MARCH 2016 Perspective TH E WORLD WE SHARE
The Timeshare Owners Study A better understanding of timeshare owners - and the ones that got away!
T H I S I S
SS THE EDGE IN SOLID LEGAL HOTEL RESORTS: THE HEALTH 2015 DICK POPE LEGACY HALL DOCUMENTS REVOLUTION OF FAME LUNCHEON U
E Well-prepared project documents can ensure Hotels Resorts have evolved to more than just The Grand Tour Foundation brought tourism that the consumer’s expectations are a luxurious getaway and are now providing industry professionals together to celebrate based on knowledge of the vacation product. a complete package of offerings. tourism leadership and honor three award winners. T H E GLOBAL MEETING F O GNEX 2016 MINDS A HUGE THANK YOU TO ALL OUR SPONSORS AND SUPPORTERS WHO HAVE MADE OUR 2016 EVENT POSSIBLE AND A PLEASURE.
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January-March 2016 Welcome...
As we start off the new year we are excited to announce that Perspective Magazine will now be published quarterly, with more industry headlining news and articles in each issue. This new version of the magazine will continue to be distributed globally making it the only independent trade publication where a single advertisement or editorial 20 can truly reach a worldwide industry audience.
The Timeshare Owners Study cover story gives a first-of-its-kind look at the online reputation Perspective Magazine of the timeshare industry from the consumer’s perspective. The study is comprised of more than 500,000 publicly available conversations that have been collected and analyzed by the Content Management INTUITION Intelligence platform and manually verified by its team to provide an insight into Christine Okoye what consumers are really saying about the timeshare industry. Advertising Sales The Edge in Solid Legal Documents is an article that focuses on the importance of well- Sharon Mattimoe prepared project documents and how they can be a vehicle to ensure that the consumer’s Telephone: +1 407 730 3565 expectations are based on adequate knowledge of the vacation product being acquired, (USA Office) including its limitations. Cell +1 321 948 1319 Email: [email protected] Hotel Resorts: The Health Revolution, reviews how hotel resorts have evolved from just a luxurious get-away to now providing a complete package of offerings that cover the range of Contributors what even the most discerning traveler may expect. Don Tarkenton Paul Morissette In the article Digital Transaction Management Is Far More than Adopting eSignature, Don Letvia M. Arza-Goderich Tarkenton discusses how digitalization can completely transform the entire business process for timeshare and vacation ownership companies. Judy Kenninger, RRP Emily Collins The story 2015 Shared Ownership Investment Conference Featured a Latin Beat, gives readers a recap on the 17th annual SOIC conference held from September 30 to October 2 at the Published by Fontainebleau Miami Beach. Perspective North America LLC, 4700 Millenia Blvd, Suit 370 In North American news, the 2015 Dick Pope Legacy Hall of Fame Luncheon article reveals Orlando, FL 32839, USA. three award winners who were honored at this special ceremony. Cover Design In the Report To The Friends Of Ron Haylock: Christel House South Africa Music Programme, Brand Tango the organization thanks its supporters and recognizes them for helping to bring the gift of music to the children of Christel House South Africa. Printed and distributed from the United States covering the world. Also available online at http:// perspectivemagazine.com The latest AMDETUR Update announced the launch of its second Specialization Course in Timeshare, while in the same region RCI hosted the biggest event for the Tourism Industry in All material in this publication is wholly protected by Latin America: LASOS - The Latin American Shared Ownership Summit 2015. copyright and all rights are reserved. This publication may not be reproduced in whole or in part without the prior written permission of the publisher, In the ATHOC Update, the council announced success for the Australian Timeshare industry Perspective North America LLC. Opinions expressed regarding Consultation paper 212. Additionally, Australia’s world-class tourism industry has in this publication are not necessarily those of the experienced a record-breaking year with significant increases in international visitor arrivals editor or Perspective North America LLC and no responsibility is accepted for inaccuracies in editorial and tourism expenditure. or advertising content.
Meanwhile TATOC reflects on its achievements by comparing their current results to the A Proud Member Of: previous year.
Enjoy!
Paul Mattimoe CEO Perspective Group Vacation Ownership Financing
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James Casey Tom Meyerer [email protected] [email protected] (860) 348-8861 (646) 836-5038
Source: SNL Financial 4/30/2015. Subject to credit approval. Additional terms and conditions apply. Products and services are offered by Capital One, N.A., Member FDIC. © 2015 Capital One. Capital One is a federally registered service mark. All rights reserved. capitalone.com/commercial
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10 GLOBAL FEATURES 10. The Timeshare Owners Study 32. Digital Transaction Management is Far More In early 2015, National Timeshare Owners Association than Adopting eSignature (NTOA) commissioned INTUITION Brand Marketing to For timeshare and vacation ownership companies, produce the first annual Timeshare Owners Study. Unlike Digital Transaction Management (DTM) can completely anything previously undertaken in the industry, The transform the entire business process – from helping Timeshare Owners Study was constructed from online businesses secure competitive advantage to ensuring conversations about the timeshare industry with an aim that their financial assets are protected throughout the to better understand consumer perceptions and opinions. life of their contracts.
20. The Edge in Solid Legal Documents 38. 2015 Shared Ownership Investment Well-prepared project documents can be a vehicle to Conference Featured a Latin Beat ensure that the consumer’s expectations are based on The 17th annual Shared Ownership Investment knowledge of the vacation product being acquired, Conference held from September 30 to October 2 at including its limitations. the Fontainebleau Miami Beach, opened with a new addition: a half-day session conducted in Spanish and 26. Hotel Resorts: The Health Revolution Portuguese focusing on opportunities in Mexico, and Hotel resorts have evolved to more than just a Central and South America. luxurious getaway and are now providing a complete package of offerings that cover the range of what even the most discerning traveler may expect.
6 Perspective Magazine January-March 2016 20
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26 32 44 NORTH AMERICA LATIN AMERICA 44. 2015 Dick Pope Legacy Hall of 54. Successful Conclusion to the Second Fame Luncheon Specialized Course in Timeshare The Dick Pope Legacy Hall of Fame Luncheon was Training is essential to the development of the tourism hosted by the Grand Tour Foundation on November industry, and with this in mind AMDETUR launched 13th, 2015 at the Wyndham Resort International Drive its second Specialization Course in Timeshare, which in Orlando, FL. This luncheon brought tourism industry was available in both online and classroom settings in professionals together to celebrate tourism leadership Mexico City. The course was once again a resounding and honor three award winners. The Dick Pope Legacy success. Its basic goal was to describe and analyze Awards were created to recognize leaders that have the history, environment, structure and operation of strengthened the sustainability of Florida’s hospitality the timeshare industry in order to help companies, and tourism industries. developers, sellers and providers of related services to make the best decisions. 45. Report To The Friends Of Ron Haylock: Christel House South Africa Music 58 Occidental Grand Xcaret Opens New Arena Programme Beach Lounge Areas Christel House recognizes its supporters for helping Occidental Vacation Club (OVC) has completed its to bring the gift of music to the children of Christel US$280,000 upgrade to the Arena Beach Lounge areas of House South Africa. With the generous gifts from Occidental Grand Xcaret. The all-inclusive Riviera Maya its supporters, the music programme is far ahead of resort is located adjacent to the spectacular, breathtaking other schools. natural wonder of the eco-archeological Xcaret Park, minutes from Cancun and renowned Playa del Carmen.
Perspective Magazine January-March 2016 7 CONTENTS
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58 68 ASIA PACIFIC EUROPE, MIDDLE EAST & AFRICA 61. ATHOC Update 68. TATOC: A year of supporting timeshare Asia Pacific is making headlines with several owners and member resorts achievements. ATHOC recently announced success The TATOC Consumer Helpline has been a registered for the Australian Timeshare industry regarding charity now for over a year. This registered status Consultation paper 212. Additionally, Australia’s acknowledges that it operates ‘wholly and exclusively world-class tourism industry has experienced a record for the public benefit’. It is recognized by, and breaking year with significant increases in international works with, Citizens Advice, Trading Standards, the visitor arrivals and tourism expenditure. Meanwhile, Competition & Markets Authority, police forces and Classic Holidays has been recognized for its 35 year many other national and local government agencies contribution to the Gold Coast tourism industry. In and other bodies. The Helpline was set up to address other related news, the Australian Competition and the increasing activities of disreputable companies and Consumer Commission has accepted court enforceable fraudulent practices that were preying on timeshare undertakings from Airbnb Ireland (Airbnb) and owners and damaging the reputation of genuine Vacaciones eDreams, SL (eDreams) following concerns timeshare businesses. that the companies made online price representations to consumers in Australia that were in breach of the Australian Consumer Law (ACL).
8 Perspective Magazine January-March 2016 CHANGE STARTS WITH ACTION
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800.468.1799 / daelive.com Perspective Magazine January-March 2016 9 COVER STORY
The Timeshare Owners Study A better understanding of timeshare owners - and the ones that got away!
Resort amenities are generating tremendous social media buzz. Guest expectations have never been higher. One in four mentions about buying a timeshare are actually questions. Coinciding with the rise of experiential travel, recreational activities is the most talked-about resort topic. Positive mentions outnumbered negative Negative mentions ones by a ratio of nearly of timeshare scams 7:1 in this area. or fraud account for 16% of all negative mentions collected in this study. In early 2015, National Timeshare Owners This meant that the 500,000+ mentions attributed in part to discussions about Association (NTOA) commissioned used for the study, barely scratched the maintenance fees and planning vacations INTUITION Brand Marketing to produce surface of total online conversations for later in the year. Another rise was seen the first annual Timeshare Owners Study. about the industry, yet provided much during the peak travel months of June, more tangible data than a traditional July and August which was attributed Unlike anything previously survey could. Once collected, the mostly to conversations surrounding the undertaken in the industry, INTUITION Brand Marketing team spent vacation experience. The Timeshare Owners Study several months manually verifying each was constructed from online mention to ensure sentiment accuracy, Peaks for negative mentions were seen conversations about the timeshare and analyzing comment trends in during maintenance fee times, and industry with an aim to better order to determine categorization and either side of the peak travel months understand consumer perceptions and opinions. “Negative comments were damaging to the In contrast to studies based on customer industry’s reputation and growth, but despite the surveys, INTUITION Brand Marketing used its Business Intelligence platform rise of Social Media, there’s no epidemic that is set to to collect more than 500,000 conversions that matched a simple criteria, and then wipe out timeshare.” segmented that data into meaningful topics and categories to create a 56-page segmentation of the data into easy to where mini-vacs (for the purpose of document packed with insightful statistics interpret charts and graphs. soliciting sales) were at their highest, and analysis. with a notable drop in July and August The results are very compelling and the when occupancy is mostly taken up with The 2015 study was based on 2014 data study has already been downloaded existing owners. In contrast positive collected between Jan 1 and Dec 31. by executives from more than 200 mentions build throughout the year The criteria were generically restricted companies. Details on how to request a and peak after the main travel months to conversions that originated in the copy of the study can be found after the as owners take to social media to share United States and referenced on or following breakdown: their vacation experiences. more of the follow keywords or phrases - “timeshare”, “vacation ownership” The study offered four main areas Overall Reputation and “travel club”, plus all plurals and of focus. This section provided a wealth of derivatives (such as timeshares, time- data, that plotted the timeshare share, timesharing etc). Top Level Overview industry’s historical online reputation A brief look at the total volume figures from January 2011 through December For this first study, to ascertain scale, all of the study, that noted 53% of mentions 2014. The data showed that the other common industry words, company were posted in the first half of the year industry’s reputation has improved dramatically year on year. A large influence on this has been the rise “The data showed that the industry’s reputation has of social media and user generated content marketing strategies, which improved dramatically year on year. A large influence has helped positive comments grow much more rapidly than negative on this has been the rise of social media and user comments which have remained generated content marketing strategies.” relatively constant since 2012. Deeper analytics in this section and resort names were omitted, and compared to 47% in the second half focused on Non-Ownership all news-type websites were excluded which saw a steady decline as the end of Complaints and Scams & Fraud so that data was not skewed by news the year drew closer. compared with Owner Complaints. It articles, press releases or marketing showed that negative comments were information generated by the media or The highest number of weekly mentions damaging to the industry’s reputation industry companies. was found in the first quarter which was and growth, but despite the rise of COVER STORY
Social Media, there’s no epidemic that is set to wipe out timeshare.
The Timeshare Experience The study utilized the powerful enterprise features of the INTUITION Business Intelligence system to drill deep into the conversations and achieve a unique insight into how the timeshare owner / guest uses the product, and what their thoughts and opinions are of each phase of the vacation experience.
The topics covered were:
Accommodation; segmented into mentions about Living Space, Bedroom, Kitchen, Electronics and Wi-Fi as the five most talked about topics.
Amenties; from spa treatments, to preferred types of dining and onsite / offsite recreation activities to nightlife, the data shows what guests rank as most important to them.
Service; showed positive and negative opinions about several topics, including Front Desk, Concierge, Maid Service, Maintenance, Wait Staff and more.. “The study utilized the powerful enterprise features Food & Beverage; showed a shift in demand for more dining options, of the INTUITION Business Intelligence system to drill more creative menus. It highlighted the most talked about meal of deep into the conversations and achieve a unique the day, and the opinions of all- inclusive plans. insight into how the timeshare owner / guest uses the
With an abundance of quotes from real product, and what their thoughts and opinions are of conversations online embedded into this section, it makes compelling reading for each phase of the vacation experience.” resort developers. You can request your copy of The 2015 more categories and topics. It is estimated Other Interesting Findings Timeshare Owners Study at that the 2016 study will be based on more The last section was created from http://intuitionbrandmarketing.com/ntoa than 1,000,000 mentions. other standout topics and trends, that included analysis of Modern The 2016 study (based on 2015 data) is INTUITION Brand Marketing has also been asked Reservations, Rentals & Resales, already underway. The INTUITION Brand to create a Canadian version of the Timeshare Most Popular Destinations, Buying & Marketing team have indicated that the Owners Study for the Canadian Resort Selling By Owner and the Timeshare 2nd annual study has been expanded to Development Association, which will be released Sales Presentation. include more keywords and phrases and at the 2016 Canadian Resort Conference.
12 Perspective Magazine January-March 2016 An Interview with Greg Crist, President and CEO of NTOA
1. Tell us about the work you have been doing with NTOA since you took over the association. Well I think we have really focused on growing member value by learning how to support the evolving needs of thousands of timeshare owners throughout North America. Education is a significant part of what we do, because we want our member/ owners to understand how to use and enjoy all of the benefits that timeshare has to offer. Last year, we constructed 10 interactive online modules that cover nearly every aspect of vacation ownership and for more specific or individual questions, the NTOA launched the ASK NTOA help desk, a toll free owner referral and assistance line dedicated
Owners have indicated a true preference to resort properties compared to hotels. Naturally, accommodations ranked highest in the area of owner satisfaction.
to serving timeshare owners. The program Naturally, accommodations ranked highest has been so successful that we now operate in the area of owner satisfaction. Online the official owner helpdesk of the Canadian reputation is steadily improving with the Resort Development Association. branded developers yet there is still plenty of room for continued improvement. 2. Why was the Timeshare Study so important for NTOA? We noted a significantly higher complaint With so many consumer trends changing level about points programs compared in the post-recession, our leadership team to deeded intervals. We have validated turned to INTUITION Brand Marketing to through the study, that there remains help us gain new insight into the mindset a strong need for owner education. We of timeshare owners. It’s clear that think we can reduce owner frustration conversations about vacation ownership are by showing these folks how they can happening 24/7 on social media channels. effectively use their property and the Capturing the positive, the negative and internal/external exchange programs. everything in between has been invaluable to how we serve our membership and One other major take owners across North America. away was that fraudulent timeshare resale outfits 3. What were the main key findings continue to plague from the study? owners. This has deeply Owners have indicated a true preference impacted owner trust with to resort properties compared to hotels. legitimate operators.
Perspective Magazine January-March 2016 13 FEATURED NEWS
Perspective News
FEATURED INDUSTRY HEADLINES Unlimited Vacation Club Honored With A Silver Adrian Award
Unlimited Vacation Club (UVC) by AMResorts® is proud to announce that they recently received a Silver Adrian Award from HSMAI for their Unlimited Appreciation campaign. This campaign, entered into the “Digital Marketing Campaign for a Loyalty Member Program” category, ran successfully in August 2015. This is the first Adrian Award for UVC, and they are thrilled to be recognized among the best that the hospitality industry has to offer.
The Unlimited Appreciation campaign originally launched in early 2014, and due to its success, the marketing team at UVC decided to run it again for an entire month this year. Campaign components included a week-long sale, a Facebook photo contest and Instagram sweepstakes.
Week-Long Sale The Unlimited Appreciation sale was members, and winners were announced The Hospitality Sales and Marketing exclusive for UVC members and lasted on Facebook. Association International (HSMAI) for eight days in August, featuring special initiated the annual Adrian Awards in rates for resorts in Mexico, the Caribbean Instagram Sweepstakes 1957 considering entries from every and Costa Rica. Overall, the goal was to The Unlimited Appreciation Instagram segment of the travel and hospitality push travel during the remaining summer sweepstakes were hosted on UVC’s marketing industry. This prestigious and fall seasons. A series of English and bilingual Instagram account throughout accolade honors standouts in Spanish email blasts, landing pages and the entire month of August. Members hospitality advertising, public relations, social media posts supported the sale were asked to share an image of their and digital marketing. and helped to increase bookings at all favorite vacation memory and why they participating properties. love being a UVC member. Four weekly Winners were selected from a field of winners were announced on Instagram more than 1,200 entries by senior industry Facebook Photo Contest and rewarded with special prizes. and media experts. After being evaluated The Unlimited Appreciation photo contest by a panel of judges who reviewed was hosted on UVC’s English Facebook Additionally, AMResorts and its brands each entrant based on its own merit fan page throughout the entire month of received a total of eight Adrian Awards and success in achieving its objectives, August. During this period members were for various marketing initiatives and UVC’s score earned the vacation club the asked to share an image of someone campaigns. These are big wins for both winning title in this year’s competition. they appreciate in their life and why they AMResorts and UVC, and it shows their deserve a vacation. Thereafter, grand commitment to continuing to excel in the For more information, visit prizes were given out to three lucky competitive hospitality industry. www.unlimitedvacationclub.com.
14 Perspective Magazine January-March 2016 LUXURIOUS INSPIRED
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Offering exciting career opportunities for Sales professionals, Contact [email protected]. www.unlimitedvacationclub.com FEATURED NEWS
Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com
FEATURED INDUSTRY HEADLINES RTX Confirmed as Sponsor for Awards Ceremony at C.A.R.E. 2016 Spring Conference Resort Travel & Xchange (RTX), “After sponsoring events at several teamed up with CondoWarehouse to previous C.A.R.E. conferences, we sponsor C.A.R.E.’s Sponsorship Awards are thrilled that the conference is Ceremony at the 62nd semi-annual being held in our hometown so that C.A.R.E. conference May 21-24, 2016 attendees can enjoy all that Asheville at the Crowne Plaza Tennis & Golf has to offer while networking with Resort in Asheville, NC. This will be industry peers. We look forward to the international timeshare exchange hosting the awards ceremony which company’s fifth time in a row sponsoring is sure to be fun and entertaining the conference. for everyone,” said Corina Violette, director of resort partnerships. The C.A.R.E. Sponsorship Awards Ceremony will be held on Sunday Now celebrating its 31st year, May 22nd at a premier event venue C.A.R.E. provides a networking in downtown Asheville to recognize platform and tools for individual and reward C.A.R.E. members for business enhancement, while also their sponsorship, participation and requiring its member companies to professionalism. The popular ceremony adhere to its code of standards and honors members by presenting ethics. C.A.R.E. member companies each winner with an award at this currently offer 2,500 vacation memorable event. This fantastic properties and service approximately evening of recognition will include one million vacation owners and premium cocktails, delicious hors members. This international trade d’oeuvres, and special entertainment association has members throughout RTX has gained recognition among for attendees to enjoy while supporting the United States, Canada, Mexico, travelers and industry executives for their peers. Europe and Australia. its ethical practices, philanthropic initiatives, and exceptional services. It offers a risk-free exchange program that allows members to confirm a suitable exchange before giving up access to their own allocated accommodation. In addition, RTX members enjoy low exchange fees, a long deposit life, and special rates on cruise exchanges. The company also provides partners with high-value services, such as low-cost and personalized attention to owners, assistance with delinquent and unsold inventory, a rental platform, reservations services and more.
For more information about RTX visit www.rtx.travel.
16 Perspective Magazine January-March 2016 More than an exchange company, RTX can help you with...
Delinquent Inventory Owner Retention Expanded Exchange Your Bottom Line
Solutions you can count on. Results you can believe in.
For information on better options for developers, HOAs and owners visit www.RTX.travel/PartnerSolutions or call (855) 217-0789 Perspective Magazine January-March 2016 17 FEATURED NEWS
Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com
FEATURED INDUSTRY HEADLINES staySky Vacation Clubs Reaches Membership Milestone
Orlando, Florida – December 29, accommodations that range from 2015 – (INTUITION by Perspective one-bedroom condos to four- Group) – staySky® Vacation Clubs bedroom townhouses that can today announced it has reached an sleep up to ten guests. One of impressive milestone. The award- these properties, Lake Buena Vista winning vacation club has surpassed Resort Village & Spa, ranks among the 1000 member mark since TripAdvisor’s 2014 10 Best Hotels opening for sales slightly over one for Families in the United States. year ago. This Certified Florida Green Lodging Hotel pampers with onsite bar and “This membership milestone is a restaurants; a spa; seasonal kids testament to the dedication of the club; free transportation to theme entire team,” says Jack Chevrier, parks; 25,000 square-foot, zero-entry, president, staySky Vacation Clubs. free-form swimming pool with giant “Their hard work has paid off pirate’s ship and water slide for private yacht excursions and sailboat handsomely with one of most young guests; and more. charters. Plus, members can spend innovative, customer-centric staySky Escape Reward Credits on membership programs in Orlando’s Orlando is known for its fiercely car rentals, attraction tickets, culinary competitive vacation industry. competitive timeshare market, which experiences, tours, gift cards, resort Consumers today want much more has remained essentially unchanged upgrades and even a wine club from vacation ownership. staySky through the decades. staySky membership. offers a fresh approach that’s simple, Vacation Clubs distinguished itself affordable and fully customizable right from the start, offering a bright Recognizing that not all travelers with a huge array of member benefits new take on vacation membership today feel they can take off from to fit every lifestyle.” that is attuned to the latest travel and work for an extended vacation, leisure trends. staySky gives members the option to Having four premier resorts in Orlando, break up weeks for multiple shorter Fla., the Number One destination in the In a move to enrich its value stays to better fit their busy lives. United States, has been instrumental proposition for members, staySky in staySky Vacation Clubs’ success. Vacation Clubs extends its benefits “We’re delighted to offer experiences Orlando set an all-time record, across a vast network of resorts members can enjoy not only once welcoming 62 million visitors in 2014. through its partnership with Interval or twice a year while on vacation, Located in the heart of the destination’s International, a leading provider but also in their daily lives, whether booming Tourism Corridor, staySky of travel services worldwide. This at home or away,” Chevrier says. Vacation Clubs resorts are minutes association allows staySky members “Members find exceptional choices, from world-class theme parks as well to vacation in more than 3,000 whatever their style. Giving as shopping, dining and nightlife on resorts in sought-after destinations consumers tremendous options to famous International Drive. These across the globe. get value from their membership resorts serve 90,000 check-ins annually, where they want and how they providing a ready-made, in-house The staySky® Escapes program want has proven to be a winning source of tours. broadens the reach still more. This formula.” program offers myriad options staySky takes vacation membership for vacation packages, dining For more information visit www. to the next level, offering certificates, hotel stays, cruises, staysky.com or call 1-866-455-4062
18 Perspective Magazine January-March 2016 Old customers become new prospects
Customer loyalty becomes your reward
Loyalty programs are one of the most effective tools It’s your program, your brand, in customer retention, acquisition and engagement. your members. Picture this: A program that rewards your owners, members and you. Attracts new customers. Keeps the ones you have engaged and drives Phone 425-953-7272 them to more incremental purchases. http://leisureloyalty.com
Put yourself in the picture, and in control. Perspective Magazine January-March 2016 19 Find out how loyalty rewards everyone. LEGAL
The Edge In Solid Legal Documents By: Letvia M. Arza-Goderich, Partner, Preston Arza LLP
Lawyers who are fortunate to practice owner shall have the right to occupy and in any jurisdiction is the need to in the resilient vacation ownership a vacation lodging unit in a resort for balance the interests of the developer industry frequently face the challenge a certain interval (usually a period of and protection of the vacation ownership of assisting clients with projects in seven consecutive days), either annually consumer. In jurisdictions where the varied locations, within and beyond the or every other year, there are many vacation ownership industry is regulated, borders of the U.S. variations on that theme. Vacation applicable law will drive and guide the ownership plans have use calendars with form and contents of project documents. Indeed, the vacation ownership industry fixed, floating and/or rotating weeks. However, whether or not the project has a significant presence which keeps Timeshare interests can be deeded or is located in a regulated jurisdiction, a many of us busy in the international “right-to-use,” points-based, single-site or solid set of project documents provides arena. We have seen the industry multiple-site, vacation membership clubs, a favorable edge to the developer in the develop various products and modalities, and so forth. competitive realm of vacation ownership. in response to market demand and trends, and as a consequence of its own One common thread that applies The Case for The Best Possible growth. Thus, while the core industry across the board with respect to project Project Documents principle remains that a timeshare documents for any product modality Reputable developers must counter the
20 Perspective Magazine January-March 2016 adverse public perception generated by will contemplate a “timeshare vacation ownership interests. Other the high-pressure and deceptive sales instrument,” generally defined as the jurisdictions that have emulated the practices of some unsavory players. document(s) that create the rights and Mexican model include the Dominican Industry associations, particularly govern the operation of a timeshare plan. Republic, which requires the dedication the American Resort Development A timeshare instrument often consists of of the timeshare units by a unilateral Association (ARDA), provide an essential a declaration dedicating vacation lodging declaration of dedication in order to service in the all-important areas of accommodations or units to a timeshare obtain the blessing of the authorities consumer awareness and education, on plan, and establishing the duration for the project’s sale and marketing the one hand, and sensitizing regulating of the timeshare plan, the respective activities. Thus, in these jurisdictions, agencies to the delicate balance between rights and obligations of the timeshare the “timeshare instrument” comes in consumer protection and the healthy owners, the developer, the managing the form of a “unilateral declaration growth of the industry, on the other. entity, the owners’ association (or other of dedication.” ARDA’s education program during mechanism for representation of the its annual convention (ARDA World) timeshare owners), how assessments The Purchase Agreement and provides a rich opportunity for developers or maintenance fees are calculated and Related Rules to grasp the importance of a solid set of collected, whether such assessments The form of purchase agreement project documents, and to learn what include reserves, use rules and should set forth all terms and such documents should include. At a restrictions (including the reservation conditions for the acquisition of the minimum, project documents should system), and terms and conditions of the timeshare interest in language that include a timeshare instrument (as exchange program. Many jurisdictions the purchaser can understand. This applicable or required), a purchase require that the timeshare instrument document should provide the duration agreement, rules and regulations be recorded in the public records of the of the timeshare interest, whether the (including a reservation system and use county where the timeshare property use rights are annual or biennial, a rights, rules and restrictions), financing is located. description of the unit type and size documents (including a promissory and season, the right of rescission and note), and related exchange program The timeshare industry has a significant how long the purchaser has to exercise documents (generally provided by the presence in the international arena. In it, the nature of the timeshare interest exchange company). Mexico, where the vacation ownership (whether deeded or “right of use”, industry has experienced considerable vacation club and/or points-based), the Even if the resort is located in a jurisdiction outside the U.S., in our experience (in Mexico, the Caribbean The form of purchase agreement should set forth all and Central America), the commercial success of a vacation ownership project terms and conditions for the acquisition of the timeshare depends largely on its ability to attract purchasers from the U.S. This apparent interest in language that the purchaser can understand. reality should inform the process of securing a solid set of project documents that address the key issues affecting the growth, timeshare is considered a purchase price, the terms of payment, various timeshare products. Such an “vacation lodging service” and not a whether financing is provided by seller observation is made from the perspective real estate interest. Furthermore, the and the terms thereof, a description of a potential need to register the project applicable legal norm and regulations of the use rights and restrictions, in order to conduct sales/marketing require that the developer establish including the reservation rules and activities in one or more U.S. jurisdictions, its ownership or lease rights over the system (incorporating by reference but also in the broader context of gaining resort property, and the dedication of the rules and regulations), obligations the confidence of the purchaser. the units in which intervals will be sold for assessments or maintenance fees, to the provision of timeshare services. obligations for ad valorem or real estate The Timeshare Instrument Such dedication can occur by means taxes (as applicable), arrangements In many U.S. jurisdictions, especially of a unilateral declaration formalized in for the management of the project and those states with a proliferation of a public instrument before a civil-law payment of the management fee, the vacation industry projects, the industry notario, or by contributing the vacation warranty of developer that there are must comply with applicable laws and lodging units to a fideicomiso (trust), sufficient accommodations to support regulations. Typically, such regulations for the benefit of the purchasers of the the use rights in the timeshare plan,
Perspective Magazine January-March 2016 21 LEGAL
any restrictions on transfer rights (i.e., through the key terms and obtain an seller/developer’s right of first refusal), acknowledgement that the purchaser affiliation with an exchange program understands the timeshare interest. and the terms and cost thereof, what constitutes default of the agreement Timeshare makes it possible for many to and the remedies for such default. The enjoy vacations at resorts that they might rules and regulations should be easy to not otherwise have the means to afford. follow, include the reservation rules and Well-prepared project documents can be system, and provide guidelines on the a vehicle to ensure that the consumer’s use of the unit and the project, what is expectations are based on knowledge and not permitted. of the vacation product being acquired, including its limitations, particularly with Project documents should be coherent respect to the resale market. Project and consistent. Furthermore, a documents should reflect that vacation
Well-prepared project documents can be a vehicle to ensure that the consumer’s expectations are based on knowledge of the vacation product being acquired, Letvia M. Arza-Goderich, Partner, Preston Arza LLP including its limitations, particularly with respect to the Letvia concentrates her practice in international hospitality, vacation resale market. ownership and real estate projects. bullet-point summary of the key ownership can provide great enjoyment if Her recent experience includes terms included in the documents is owners understand their rights and how vacation ownership, vacation clubs and helpful to the purchaser, and also to to enhance their enjoyment, including fractional projects; hotel management the salesperson who must explain the flexibility that exchange programs and related agreements. the plan before closing the sale. bring. Investing in a solid set of project Originally from Cuba, she is Such a summary can also serve as a documents can be a developer’s vote of multilingual and experienced in checklist in order to walk the purchaser confidence in its own success. common law and civil law, handling matters in the U.S., Latin America and the Caribbean. She is licensed to practice in California, the District of Columbia and Puerto Rico. Her firm maintains offices in West Hollywood, California and San Juan, Puerto Rico. She serves as a Chairman’s League Member of the American Resort Development Association (ARDA) and in the programming committees of the CHRIS-HOLA conferences; is a past chairman of the U.S.-Mexico Chamber of Commerce, California Regional Chapter, and served in the Chamber’s bi-national board. Letvia graduated from the University of Louisville (B.A. 1972), Georgetown University School of Foreign Service (M.A. 1976), and Georgetown University Law Center (J.D. 1980).
22 Perspective Magazine January-March 2016 Perspective Magazine January-March 2016 23 FEATURED NEWS
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FEATURED INDUSTRY HEADLINES Global Connections Inc. Gives Back To Local Kansas City Community Golf Tournament And Boxing Events Raise Funds To Fight Domestic Violence And To Support First Responders Travel industry leader Global Connections, Inc. (GCI), a travel club fulfillment and service provider of Global Discovery Vacations, recently held two successful fundraising events.
The first, the 6th Annual Links of Hope was held in conjunction with Title Boxing Club and benefitted Hope House, Missouri’s Largest Domestic Violence Shelter. Services offered by Hope House form a safety net of prevention, education and support for thousands of people in the Kansas City area traumatized by domestic violence every year. Its mission is to break the cycle of domestic violence by providing safe refuge and supportive services that educate and empower those impacted City Convention Center. This benefits Global Connections Inc. is based by domestic violence. Hope House S.A.F.E., the Surviving Spouse and in Overland Park, KS. It opened in advocates social change that protects Family Endowment Fund, a not-for- 1996 as a travel club fulfillment and and engenders a person’s right to live a profit organization of the Kansas City service provider, and is considered life free of abuse. Crime Commission that supports a leader in the travel industry. It the families of Law Enforcement offers its members a wide variety According to Tom Lyons, President Officers, Firefighters and Emergency of benefits and vacation options and CEO of GCI and co-founder of Services Personnel in the Kansas for more than 700 North American Title Boxing Club, “six years ago Title City metropolitan area who have resorts. GCI is also the developer Boxing Club, began sponsoring this perished in the line of duty. In an effort and owner of resorts in California, golf tournament. Over the years we to help ease the pain felt by these Florida, Tennessee, and Colorado, have raised substantial funds for Hope suffering families, S.A.F.E. provides as well as owning and leasing House. Last year Title Boxing Club emotional and financial support multiple resort condominium combined forces with GCI and together as well as college scholarships to units throughout the U.S., Canada, we raised $11,000. In addition, Title children of first responders. Since GCI’s Mexico and Caribbean. donated authentic championship involvement, memorial contributions boxing belts to each player in the and scholarships have increased For more information on GCI, visit winning foursome.” dramatically. For instance, in the past www.exploregci.com. three years Line of Duty Death Benefits The other event sponsored by GCI, have doubled, Holiday Memorial For more information regarding Global Guns N Hoses, is a boxing event held Contributions increased by 25% and Discovery Vacations, visit in the Grand Ballroom of the Kansas Scholarships doubled in number. www.globaldiscoveryvacations.com.
24 Perspective Magazine January-March 2016 WE’RE HERE FOR TIMESHARE OWNERS Educating, Advocating, and Helping Timeshare Owners Find Resolutions to Ownership Issues for Nearly 20 Years.
EDUCATE ADVOCATE ENCOURAGE To learn how to best utilize To preserve timeshare To increase usage and your timeshare and find owner rights and ownership to maximize new services consumer protections your vacation experience
By joining the NTOA, you become part of a community dedicated to supporting timeshare owners. As the premier organization giving a united voice to the nearly 8 million timeshare owners in the United States and Canada, the NTOA proactively seeks opportunities to promote the timeshare industry’s continued growth and positive public image. Members gain access to some of the most powerful information and educational tools available to timeshare owners today. The members-only area of our website offers travel-related discounts, special rate VO financing/refinancing, an online education center, an one-stop news source, and so much more!
Join today and discover how membership can help you ‘enjoy the adventure’! For more information on becoming a member, visit www.ntoassoc.com; email us at [email protected]; or call us at 844 ASK-NTOA. Perspective Magazine January-March 2016 25 INTERIOR DESIGN
Hotel Resorts: The Health Revolution
Fairmont Pacific Rim - Willow Stream Spa Vancouver CHIL Interior Design Photograph provided by Westbank Projects Westbank by Photograph provided
Hotels Resorts have evolved to more According to Gallup-Healthways Well- Resorts understand that they need to than just a luxurious get-away and are Being Index, health focused travelers deliver an elevated wellness experience. now providing a complete package of now represent 40% of the travel A traditional spa package is no longer offerings that cover the range of what segment. This is manifesting itself into enough, people are seeking a more even the most discerning traveler may tourism and the hotel stay in many ways. authentic and unique experience. expect. As visitors are increasingly A discerning and travelled clientele now Hotels are listening too and we are savvier and therefore demand more seeks a holistic experience where they seeing branded properties that cater from their vacations than ever before, can be transported to another world and to more specific needs. The popular hotels and resorts are responding on achieve both a physical and spiritual Las Vegas hotel MGM GRAND is now mass with customizable experiences retreat. ‘Spas’ are going well beyond offering guests “Stay Well” rooms that that not only present a local experience the standard facial and massage, and includes 17 health amenities including: but also attempt to satisfy every whim now providing complete and separate revolutionary light therapy to help the guest may have. The trend we are environments offering total wellness increase energy and reverse jet lag, seeing standing out above all else in designed to promote health, well-being Vitamin C infused showers, wellness resort design is embracing and fostering and transformation – during your stay videos from Deepak Chopra and The wellness and healthy living. and beyond. Cleveland Clinic. The operators attribute
26 Perspective Magazine January-March 2016 their success to “… the large consumer Honua Kai Resort – Lobby demand and appetite for a healthier, Ka’anapali, Maui wellness-oriented travel experience.” CHIL Interior Design Resorts are able to achieve so much more than traditional hotels in this new market segment. Popular resorts such as Sparkling Hill Resort in the Okanagan and the unique Hawaiian Island Retreat at Ahu Phaku Ho’omaluhia go above and beyond with signature stays focused on nutritional counseling, acupuncture, anti-aging therapy, hypnotherapy, couples counseling and more. These resorts are catering to a holistic experience that the guests are engaging in more and more and providing a complete wellness destination.
The packages now offered at Resorts are not just tied to the physical well-being of the guest as they are increasingly booking mindful vacations Resorts Intrawest by Photograph provided that offer mental restoration practices such as meditation, yoga, quigong, and journaling that can be incorporated According to Gallup-Healthways WellBeing Index, at home and help to manage stress, improve cognitive capacity and health focused travelers now represent 40% of the maintain emotional equilibrium. About 1 in 5 spas now offer meditation or travel segment. mindfulness training. world. The desire for holistic healthful are mindful to design to reflect the Traveler motivations may very well hospitality has also spawned a growing authentic experience of the region as become increasingly fragmented, emergence of clear preferences well as selections that complement the diverse and harder to segment into for a visibly healthy environment concept of the hotel. clearly definable customer groupings. incorporating genuine materials and a On the one hand the challenge is for strong connection to the natural world. Intercontinental Hotels Group has hotels and resorts to understand and launched its brand ‘EVEN’ in 2014 – act upon the preferences, demands and As Interior Designers we are always the first of a projected 100 in the next characteristics of the individual guest striving to create an environment that 5 years. It is not a spa however – it is and meet their needs in the future, all supports the operators brand and an “all-wellness” property designed while creating memorable experiences. the guest’s expectations. With the around the 4 pillars of healthy living emergence of wellness destinations our – eating well, exercising, rest and The other route is to imbue complete challenge is to create an interior that productivity. This hotel concept and well-conceived hotel resort design responds to the many requirements offers more options to stay healthier and service offerings with an overlay of which may fluctuate from a Hammam and happier away from home. They healthful living. This goes well beyond Spa as in the Shangri-La Toronto to an offer a wellness-savvy staff, a best- a spa within a hotel and now impacts indoor/outdoor main floor in Maui’s in-class fitness experience, healthier the choice of products and materials, Honua Kai Resort. Once planning of the food choices and natural, relaxing health based food and beverage hotel is fine-tuned to accommodate the spaces. The fitness centre is “not offerings, and physical and visual correct layout, the material selection an afterthought, but the hallmark of connections to the outside and natural and millwork design begins. We the brand.”
Perspective Magazine January-March 2016 27 INTERIOR DESIGN
CHIL Interior Design is Shangri-La Hotel – Miraj Hammam Spa the hospitality studio Toronto of B+H, a global leader CHIL Interior Design in interior design, architecture and CHIL Interior planning & landscape. Design, a What began as a Hospitality boutique studio in Studio of B+H Vancouver more than 40 years ago has grown into a global hospitality design group. Although our firm has changed over the years, our approach has not: our designs are guided by the client’s vision and goals.
Our portfolio is made up of luxury hospitality spaces—from hotels and restaurants to conference facilities and spas—as well as residential, retail and commercial spaces. We Photograph by Brandon Barre © Brandon Barre Photograph by work with leading owners and developers along with the world’s great hospitality brands such as Spas are going well beyond the standard facial and Fairmont, Shangri-La, Starwood, Marriott, Hilton, Hyatt, Delta and massage, and now providing complete and separate Radisson Carlson. environments offering total wellness designed to We work to translate each brand’s story into a physical space, from promote health, well-being and transformation – during the big picture down to the finest detail. The result is an unforgettable your stay and beyond. experience that guests will associate with your brand. The One Hotel in South Beach Florida, Hotel Resort design is developing For more information visit developed by Barry Sternlicht, seeks to take and responding to the needs of CHILdesign.com these trends and address the desire for a an increasingly well-traveled and healthful and natural hospitality experience sophisticated clientele. This guest in a clear synergistic way. The hotel boasts is looking for a full immersion in a organic linens, hemp mattresses, in-room healthful hospitality experience that filtered water, yoga mats, in-room tablets may either be a unique and separate and opening windows. The in-room spa experience or an entire resort tablets’ apps give guests the ability to designed and operated to address these adjust room temperature, order in-room aspirations. Either approach drives dining and research local sites. There is the importance of health and wellness also a fleet of Tesla electric cars available offerings, and impacts everything in for the guests’ use. Sternlicht formerly of the design from materials, products, the Starwood Capital Group and creator building systems and offerings to food of W Hotels refers to this as the “luxury and beverage and spa services. It is of enough”, and what others have coined an exciting time for travelers and a as “eco-friendly cool”. The hotel currently challenge that designers and operators/ has 4 outdoor swimming pools and will be owners need to keep up with and ensure combined with an 18,000 square foot Spa they are on the forefront of in order to and fitness area. stay competitive and in-demand.
28 Perspective Magazine January-March 2016 FEATURED NEWS
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FEATURED INDUSTRY HEADLINES CustomerCount’s Lisa Kobek Elected To TherAplay Board Of Directors CustomerCount℠ online enterprise movement of horses, through an innovative online enterprise customer customer feedback management system therapy called Hippotherapy, into therapy feedback management announces that its Executive VP Lisa Kobek sessions. Therapy sessions are one-on-one system. She also heads up has been named to the Board of Directors and include treatment time in the child- customer service and client of The Children’s TherAplay Foundation, focused clinic as well as on horseback. relations for the popular survey system. Inc. (TherAplay) effective 2016. Prior to joining CustomerCount, Lisa was Executive Lisa’s career experience has spanned As a board member of TherAplay, Director of TherAplay for nearly four years. the for-profit and not-for-profit worlds, Lisa looks forward to continuing her with a primary focus in the areas of involvement with the organization. She TherAplay is a not for profit outpatient leadership, client service/donor relations, says “TherAplay and the families it serves pediatric rehabilitation clinic providing strategic and tactical planning, process have a very special place in my heart. I physical and occupational therapy for improvement and operations. Her role for am honored to serve on its board and special needs children. The talented team CustomerCount is to manage the day to have the opportunity to help support its of licensed therapists incorporate the day operations related to the company’s extraordinary mission.”
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Perspective Magazine January-March 2016 29 FEATURED NEWS
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FEATURED INDUSTRY HEADLINES Luxury Frontiers Announces First Luxury Tented Resort Project In The Americas Brand offers hotel owners and operators a strong asset value enhancement solution
Luxury Frontiers, a leader in conceiving, designing and developing luxury tented suites and creative tree-top experiences, has announced a partnership with award-winning Nayara Hotels to create Nayara Tented Resort comprised of 24 tents, each featuring a master suite with en-suite bathroom as well as an adjoining tent that can be arranged as a lounge or a second bedroom. Opening in the first quarter of 2017, each tent will be 945 sq. ft, and will sit on its own platform furnished with an outdoor living area and a plunge pool filled from nearby hot springs.
This first foray into The Americas for Luxury Frontiers underscores the company’s expertise with these exclusive offerings for hotel owners and operators who want to capitalize on available land. The brand’s holistic one-stop experiential Andrew Dickey, Senior Vice President capture systems and renewable design, development and operations for JLL Hotels & Hospitality Group, energy sources. expertise coupled with investment who facilitated the alliance between capital makes its business model the two companies. “With the Luxury Frontiers has completed especially unique. continued evolution of experiential five projects including tented travel coupled with the need for accommodations for Lemala “In addition to their already authentic leadership in social Kuria Hills by Tourvest in Tanzania, successful properties Arenal and environmental responsibility, Musangu Lodge in Zambia and the Nayara and Nayara Springs, the working with Luxury Frontiers Shakawe River Lodge in Botswana development of this new resort gives resort owners a unique as well as a resort add-on for the gives Nayara Hotels an alternative, value proposition.” Gran Hotel Son Net in Mallorca, ‘light-on-earth’ solution to using Spain and a full refurbishment of existing land to create an amazing, Differentiating the brand the Belmond Eagle Island Lodge in immersive experience for their even further, Luxury Frontiers Botswana. Projects in the pipeline guests,” said Luca Franco, Founder accommodations are eco-friendly include major partnerships with and Managing Partner, Luxury with sustainable design features, globally renowned luxury hospitality Frontiers. ranging from the use of locally brands including Four Seasons, and sustainably sourced building Six Senses, Wilderness Safaris and “We are excited to see this materials and aerobic sewerage more in locations across the U.S., partnership come to fruition,” said treatment systems to rainwater Colombia, Tanzania and Botswana.
30 Perspective Magazine January-March 2016 FEATURED NEWS
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FEATURED INDUSTRY HEADLINES True Incentive Taps Reggie Nelson For ePerk Division National Account Executive to Introduce Online Distribution Platform
Reggie Nelson, True Incentive’s National vacation industry make him a great leader flexibility, “said Reggie. “The clients who Account Executive, has been selected to for this new endeavor. Since he joined us have beta tested ePerk are super excited introduce the company’s new product, about six months ago he has lead the charge that it works as an OPC “stopper incentive” ePerk, to the marketplace. True Incentive, a to get a green, easy to use and cost efficient as well directly through a consumer’s direct Florida based company that provides direct platform ready to take to both consumers and online click.” marketing solutions with marketing and sales our B2B clients.” incentives will formally launch the product True Incentives offers a combination of before the end of the year. “ePerk is an online distribution platform that tried and true options as well as new and distributes incentives to any electronic device. innovative choices that are designed to impact According to Drew Brittain, Vice President of Not only does the platform work with any a company’s marketing and sales objectives. Sales for True Incentive “Reggie’s persuasive electronic device, it also has robust reporting Land vacations, airfare and cruises are personality and strong background in the capabilities, security parameters and nimble continually updated to reflect market demand.
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Perspective Magazine January-March 2016 31 TECHNOLOGY
Digital Transaction Management is Far More than Adopting eSignature By: Don Tarkenton
Imagine sitting across from a prospect, – such as Westgate, Wyndham and GCI, that their financial assets are protected enjoying a glass of wine and going over as examples – are increasingly adopting throughout the life of their contracts. the amazing tour of the property. It Digital Transaction Management seems like they are almost ready to buy. practices to seamlessly combine the Benefits of the cohesive process include, You hand them over a tablet and start white glove treatment with state-of-the- but are not limited to: reviewing more of the great features art technology. • Providing a seamless buyer experience and their interest peaks even further, in a secure environment with access to and it is time to close. However, rather Moreover, the digital process does all documents. than pulling out a pile of paperwork, not end with the signing ceremony. • Eliminating the cost, time and potential you click an icon on the tablet and you It initiates a digital life that can move human error of hard-copy document are immediately transported to the from the signature to notarization to the management by eradicating the process contracting process. county records officers to the lenders of printing, scanning, faxing and mailing and custodians, and even through paper contracts. The vacation ownership industry is securitization. • Allowing for use of mobile and tablet famous for its immersive sales processes devices by both buyer and seller, with and customer courtship. The white-glove Why Digital Transaction notarization capabilities. treatment seduces clients and allows Management? • Managing risk with a secure path to manage them to leave their worries at the door. For timeshare and vacation ownership original documents electronically throughout companies, Digital Transaction their lifecycle, ensuring the ability to pledge, Rather than interrupting the ambiance Management (DTM) can completely sell, and securitize the assets. of the industry with time-consuming transform the entire business process • Eliminating third party transaction fees and burdensome paper contracts, – from helping businesses secure and providing continuous integration for modern, vacation ownership businesses competitive advantage to ensuring county official records.
32 Perspective Magazine January-March 2016 DTM at Westgate Resorts Westgate Resorts, one of the nation’s top vacation resort companies, has always focused on a smooth and pleasant experience for its members and sales team. It is also an industry leader in digital transformation.
Early last year, eOriginal, Inc., DocuSign, Inc. and Informa Software joined forces to deliver a seamless end-to-end DTM solution for Westgate Resorts. The all-digital Westgate Resorts Timeshare System allows Westgate Resorts to become 100 percent digitally integrated throughout their entire business processes—from sales presentations to customer contract execution while providing secure vaulted management of all documentation and signed contracts and loans. process, is an essential benefit to a robust authoritative copy, every reproduction of The First Step: eSignature DTM system. the contract necessary for working copies When it comes to closing a deal on should be watermarked to indicate that it vacation property, basic contract Most within the vacation ownership is indeed a copy of the original. digitization is a powerful opportunity to industry require certainty in the control increase customer satisfaction, decrease and protection of the authoritative copy, Mitigating Risk sales costs, reduce contract errors, the only original contract copy, of high- It is essential to find a DTM solution that increase speed to funding and enable value contracts to ensure that their ensures that your contracts are legally- customers to sign in real-time. security interests in such contracts are binding. Risks occur when funders or perfected and maintained. buyers won’t accept a digital transaction With eSignature technology, contract signing is reduced from hours to minutes Vacation ownership businesses are increasingly by eliminating the lag of snail mail and hard-copy document management. adopting Digital Transaction Management practices to Customer service and efficiency is improved by having a signing experience seamlessly combine the white glove treatment with that is optimized for mobile and tablet devices for both the buyer and seller. state-of-the art technology.
Moreover, an electronic signature The discipline of asset management because they lack confidence in the process eliminates errors and omissions within a DTM solution provides control process used to manage that asset. commonly made on paper contracts to end users, while securely providing that may cause needless delays and an access to additional third-party In the paper world, ownership is secured endless back and forth. As a component participants, such as lenders, document with physical possession, but in the of DTM though, eSignature technology is custodians, investors, auditors and digital world, ownership is tracked really just the tip of the iceberg. legal counsel. through control. The best solutions provide a complete electronic audit trail Securing Your Assets Creating legally verifiable authentic of all interactions with the document Timeshare contracts are the financial copies is the surest way to give banks and throughout the life of the contract. For assets for vacation ownership companies. funders peace of mind that their digital post-signature functions, such as sale, Therefore, securing ownership of assets are rigorously protected and legally securitization, or collateralization, vital contracts, and having certainty in the binding. To maintain uniqueness of the features include encryption, tamper seal
Perspective Magazine January-March 2016 33 TECHNOLOGY
About eOriginal Founded in 1996, eOriginal is the trusted expert in digital transaction management solutions, specializing in the post-execution management of financial asset documentation. As the standard for eAsset® Management services, the company provides the ability to verify secure, legally compliant and enforceable electronic asset documentation.
eOriginal SmartSign® and eAsset® Management Services enable an end-to-end solution for fully electronic transactions that must be managed with the highest levels of security and and integrity checks within the secure interfacing with county official records compliance throughout their lifecycle. storage eVaulting solution. offices, you can conduct batch creation and management for submittal to the eOriginal provides the maintenance, Post-Signature Management county. This eliminates third party control and use of critical documents As asset monetization evolves, so does transaction fees, while also maintaining that have an intrinsic value, such as the complexity of post-signature life the digital integrity of the document. negotiable instruments, in a fully of loan assets. Companies with digital electronic environment, storing and contracts that represent financial value Solutions specific to the vacation protecting these assets throughout may be exposed to unnecessary and ownership industry should also feature their entire lifecycle, including post dangerous risk by not preparing for the notarization integration capabilities, signature execution. post-signature life of these assets. These applying the notary seal to the digital contracts often fall short when contracts contract in compliance with state By maintaining the authenticity of original need to be sold or used as loan collateral notary requirements. documents, the identity of the signatories, to provide cash for business operations. and the integrity of the content, eOriginal Final Thoughts provides customers with the capability to The ability to move assets between Richer DTM solutions that move beyond realize the true benefits of fully electronic parties with secure and controlled e-signature and include the entire transactions and the resulting business processes is also a vital part of business signing and closing process are gaining process improvements. operations. With compliance and traction in this industry. For those that security demands on the rise, third have struggled, postponed or written off For more information, please visit http://www.eoriginal.com. With eSignature technology, contract signing is reduced from hours to minutes by eliminating the lag of snail mail and hard-copy document management.
parties such as banks, custodians and their company’s digital transformation, regulators need to be able to easily it is time to reconsider, because access and manage contracts. the resorts in this industry that are implementing digital tactics are seeing Timeshare Transaction revenues skyrocket. Necessities The majority of the counties where resort Don Tarkenton is a Major Account development take place are accepting Manager of eOriginal who specializes on digital contracts for recording. By the Vacation and Timeshare Industry.
34 Perspective Magazine January-March 2016 FEATURED NEWS
Perspective News C.A.R.E. Members To Receive Complimentary Membership Into America’s Largest Private Discount Network From Access Development® C.A.R.E., the vacation industry’s premier CARE Members can download the Dave Cook, Vice President of Corporate trade association, and Access Development®, My Deals Mobile® app that uses GPS Sales at Access Development added, America’s largest private discount network to guide users to over 185,000 places “This unique benefit is offered to are teaming to offer CARE member nationwide where they can simply show the employees of C.A.R.E. member companies complimentary membership into the coupon on their mobile device to companies in good standing. The Access the Access Discount Network so that CARE save. There are deals on hotels, car discount network features discounts members can receive discounts at over rentals and travel packages in My Deals at over 350,000 merchant locations 350,000 merchant locations nationwide. Travel®, offering guaranteed savings up nationwide, so no matter where you live, to 81% over travel sites like Expedia®, work or travel, you’ll find savings of 25%, Linda Mayhugh, President of C.A.R.E Orbitz® or Travelocity®. 35% even 50% off at popular restaurants, said, “This is a fantastic offering for retailers, big box stores, and major CARE Members from the best provider It can be used as often as a member theme parks. “ in the Industry. We continue to desires and the discounts are easy to find work with companies such as Access and redeem. Access users can legitimately CARE Members in good standing can find Development to provide value-added save $50.00-$200.00 per month just by more information on this offering and how benefits to our members.” using the program regularly. to sign up at www.care-online.org.
Perspective Magazine January-March 2016 35 FEATURED NEWS
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FEATURED INDUSTRY HEADLINES Interval International Welcomes Danaide Resort In Southern Italy To Its Global Exchange Network
Interval International, a prominent decor, fully equipped kitchen, and private introduce owners at Danaide Resort to the worldwide provider of vacation services balcony. On-site amenities and services company’s valuable leisure benefits and and an operating business of Interval will include multiple restaurants, outdoor services and to invite Interval members to Leisure Group (Nasdaq: IILG), announced free-form swimming pool, kids’ club, discover this wonderful part of Italy.” the addition of Danaide Resort to its and an amphitheater that features live global vacation exchange network. entertainment during the summer season. New purchasers at Danaide Resort will Located in Scanzano Jonico, Matera in A range of other activities and organized be enrolled as individual members the Basilicata region on the Ionian coast sports will be available, such as tennis, of Interval International and will also of southern Italy, the purpose-built resort windsurfing, bocce, and soccer. A marina, become Interval Gold® members, entitling will feature 238 one- and two-bedroom spa, and golf are nearby. them to a number of flexible exchange units when completed. opportunities and upgraded benefits Danaide Resort is well situated as a home and services. These may vary by country “We are very pleased to expand our base for exploring the local countryside, as and include Interval Options®, the ability relationship with the family-owned well as excursions to the Archaeological to exchange their resort week toward a Iniziative Turistiche Matarazzo, which National Museum in Metaponto and cruise, tour, and guided holiday; ShortStay began more than two decades ago with sites dating back to Magna Graecia. The Exchange®; Hertz Gold Plus Rewards® the affiliation of Alessidamo Club,” said UNESCO World Heritage city of Matera, membership; discounts on Getaways; and Darren Ettridge, Interval’s senior vice renowned for its centuries-old network of VIP ConciergeSM for personal assistance, president of resort sales and business cave dwellings, was selected European 24/7. Members purchasing at a higher development for Europe, Middle East, Capital of Culture 2019. level will join at the prestigious Interval Africa, and Asia. “This is the third property Platinum® and receive all the Interval Gold in this unspoiled region of Italy to become “We have enjoyed a productive advantages, plus an array of best-in-class part of Interval’s exchange network.” partnership with Interval, whose seasoned leisure and lifestyle benefits and services. executives provide key support to our These include priority Getaway viewing; Located close to the beach and sea, the team,” said Dr. Giovanni Matarazzo, free Guest Certificates; Platinum Escapes; Mediterranean-style complex will feature business development for Iniziative and access to VIP lounges in more than accommodations with contemporary Turistiche Matarazzo. “We are excited to 400 cities in over 120 countries.
36 Perspective Magazine January-March 2016 May 11-13, 2016 JW Marriott Marquis Miami Miami, Florida, USA www.HOLAconference.com
Colorful & Patron Hilton Worldwide Platinum Sponsors Complex Atton Hotels Baker & McKenzie Best Western Hotels & Resorts Carlson Rezidor Hotel Group DLA Piper EY Greenberg Traurig, LLP Hotel 6 / Estudio 6 Hyatt Hotels Corporation IHG JLL La Quinta Inns & Suites PKF Consulting, a CBRE Company Playa Hotels & Resorts Media Sponsors GlobalHotelNetwork.com Hotel Interactive, Inc. Hotel News Now Hôtelier News A Brazilian Hospitaility Website Perspective Group Supporters IFC ISHC LHA InTrade ITP NABHOOD $Q2I¿FLDO,QWHUQDWLRQDO3XEOLFDWLRQRI%+1 HOTELS’ Investment Outlook Patrons, Sponsors, and Supporters as of December 2, 2015
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May 10-11, 2016 JW Marriott Marquis Miami Perspective Magazine January-March 2016 37 Miami, Florida, USA
HOLA BOUTIQUE AD.indd 1 12/7/2015 1:08:11 PM CONFERENCE REVIEW
“Miami Heat” 2015 Shared Ownership Investment Conference Featured a Latin Beat By Judy Kenninger, RRP
Part of the Interval resort network, Mussulo Resort by Mantra, which recently opened in Conde, Paraíba, Brazil
The 17th annual Shared Ownership and patron sponsor. “This is an exciting Juan Luis Londoño, general manager Investment Conference held from time to be in shared ownership; everyone of the tourism division of Constructora September 30 to October 2 at the is looking for ways to capitalize on the Bolivar S.A., agreed. “We have been Fontainebleau Miami Beach, opened opportunities ahead.” in the industry for 20 years and will with a new addition: a half-day session continue developing shared ownership conducted in Spanish and Portuguese The Latin America programming properties to take advantage of the great focusing on opportunities in Mexico, featured guest speaker Álvaro opportunities in the market.” Londoño and Central and South America. With Rattinger, author of New Game, New also noted, “In Latin America, we have more than 500 delegates from 36 Rules, Marketing Vanguard, who always followed the U.S. timeshare countries, international topics received outlined the latest trends in social industry’s development and used it as their due, while other sessions provided media and online marketing. Leaders a reference. However, since there are the latest industry research in North from Plaza Hotéis & Resorts shared many differences between these markets, America along with insights from their experience since entering the it’s very valuable to learn about other experts on topics ranging from data timeshare industry in 2014. “I really developers’ experiences in different security to resort management. liked that one of the first presentations countries throughout the region.” was about a new entrant to the industry “We were delighted to see so much from Brazil,” said Sergio Carmi, project For new industry entrants, the Shared enthusiasm about the new Latin America director at Mantra Group, which Ownership Boot Camp featured experts program. The energy at the sessions recently opened Mussulo Resort by on the basics of the business, potential and the engagement of attendees clearly Mantra, on Brazil’s northeastern coast. profit centers within a timeshare shows a great deal of interest in this “I have no doubt that timesharing in business model, and how mixed-use region,” noted David Gilbert, president of South America, and specifically Brazil, can complement a hotel operation and Interval International, conference founder is poised for growth.” increase return on investment.
38 Perspective Magazine January-March 2016 As always, attendees came away with a host of data on travel and timesharing. In addition to receiving copies of the latest industry research (valued at more than $1,300), they also heard from Peter Yesawich, vice chairman of MMGY Global. He shared results from the proprietary 2015 Portrait of American Travelers, one of the most closely watched barometers of emerging travel trends. Among the nuggets: Although timeshare developers tend to focus on families, couples actually drive more travel demand. Also, 33 percent of Millennials expect (Pictured left to right) Carlos Henrique Schmidt, president of the advisory board for Plaza Hotéis & Resorts; to take more vacation time this Marcos Agostini, Interval’s senior vice president of resort sales and business development for Latin America; year, and seven out of 10 are more and Roberto Rotter, chief executive officer of Plaza Hotéis & Resorts; during the inaugural session of SOIC’s likely to try new things while on Latin America program, Developer Insights: Plaza Hotéis & Resorts, Brazil. vacation. Perhaps most important, 1.7 million Americans say they are Keynote speaker David Stillman, a may even research potential travel interested in purchasing a shared- renowned generational expert and a destinations. ownership product in the next two best-selling author of The M-Factor: years. The “State of the Industry” How the Millennial Generation is “High-Tech Sales” also drew a huge session included researchers from Rocking the Workplace, revealed crowd as the speakers highlighted STR Analytics and Leger, along with insights on generational attributes strategies for turning the next Howard Nusbaum, president of and how they might impact the generation of prospects into owners. the American Resort Development timeshare industry. “From attitudes One of the key takeaways was that Association. International attendees about loyalty and spending to 50 percent of Millennials say that found value here, too. “Nusbaum’s staying on the cutting edge, each the quality of a travel website affects presentation on ARDA research was generation has unique traits,” the their desire to purchase. important because it provides a BridgeWorks co-founder explained. benchmark for our industry,” Carmi “It’s important to understand how Even with an early time slot on said. “It allows us to compare and to tailor communications more the last day, “Share the Good set objectives for the future.” effectively to meet their needs.” News: Media Expert Roundtable” This was a theme throughout drew an enthusiastic response as Another conference session, “The the conference as speakers at attendees “tweeted” many of the Caribbean: A Global Destination,” multiple sessions provided insights, facts and figures they heard. Among them: Media experts say trusted influencers effectively reach target “From attitudes about loyalty and spending to staying on the audiences and get greater response than paid spokespeople. One of the cutting edge, each generation has unique traits.” panelists emphasized that “to win trust in today’s world, you have to offered an overview of the region’s including that adult Millennials often put all the information out there.” favorable conditions for developers still travel with their parents. This and hoteliers looking to diversify their generational closeness may be a Always one of the conference’s product offerings. Among the statistics result of the “helicopter parenting” most popular sessions, “Meet the shared by panelists: The Caribbean set for which Baby Boomer parents are Leaders,” moderated by Yesawich, a record with 26.3 million visitors in famous, Stillman said. It follows, he offered insights from the industry’s 2014, a 5.3 percent increase over the added, that families with children top executives, on the evolution previous year, and tourists spent $29.2 are more likely to include them and future of shared ownership. billion, also a record. in vacation planning and teens Panelists included John Burlingame,
Perspective Magazine January-March 2016 39 CONFERENCE REVIEW
Zuana Beach Resort in Santa Marta, Magdalena, Colombia, a luxury shared ownership property owned and operated by Constructora Bolivar S.A. is also part of the Interval resort network. president of Hyatt Vacation year’s program again proved that Judy Kenninger, RRP, heads Kenninger Ownership; Ivan Chavez, executive the Shared Ownership Investment Communications, a provider of vice president of Grupo Vidanta; Conference is a “must attend” complete creative services to the David Gilbert; and David Siegel, event for timeshare professionals, shared-ownership industry. She has president and CEO of Westgate so add next year’s date, October been covering vacation real estate Resorts. “I appreciate hearing the 25 − 27, 2016, at the Eden Roc for nearly two decades. Her email is viewpoints of industry colleagues. Resort Miami Beach, to your [email protected]. Sometimes their opinions confirm calendar now. yours, sometimes they challenge, but the perspectives of others in our business are always interesting,” Burlingame said.
Produced and sponsored by Interval International, the conference provides a forum to educate attendees about trends and opportunities and explore various shared ownership business models. Since 1998, these events have been providing attendees in Africa, the Caribbean, Europe, Middle East, North and South America, and Asia with valuable industry knowledge on topics from financing, marketing and development to “Meet the Leaders” moderator and panelists included: David Siegel, president and CEO of Westgate Resorts; Ivan conversions, mixed-use resorts, Chavez, executive vice president of Grupo Vidanta; Peter Yesawich, vice chairman of MMGY Global; John Burlingame, and government regulations. This president of Hyatt Vacation Ownership; and David Gilbert, president of Interval International.
40 Perspective Magazine January-March 2016 SEND ME ON VACATION
Tiffany’s Story of
is the January-March sponsor for SURVIVAL Send Me On Vacation I started aggressive chemo for months, had my ovaries removed and then started on hormonal therapies.
I was given a breast cancer diagnosis in a month later that the PET/CT scan May 2004, several weeks before I found showed bone metastases all throughout out I was pregnant (Stage 1 Invasive the body. I was determined to beat the Ductal Carcenoma & DCIS). odds for my daughter.
I had a unilateral mastectomy when I I started aggressive chemo for was just 5 weeks pregnant. I refused months, had my ovaries removed and chemotherapy after the surgery then started on hormonal therapies. I because I was pregnant. I breast fed have had several medication changes, for 3 months after my healthy daughter, surgeries, and radiation since and Ezri was born in February 2005. I then continue with infusion chemo at this took tamoxifen for 5 years after which time. I have been unable to work time my oncologist at the time told since my chemo in 2011 which has We do not have the resources to take a me I was considered to be “cured” been difficult financially, physically, vacation on our own at this time and we in October 2010. He had not run any and emotionally. My daughter is can always use a break from the routine blood work nor did he do a physical currently 10 years old and doing well. of doctor’s visits and chemo! SMOV is an exam. I had been under a great deal of She is my little “helper” (which is the amazing concept! Thank you for reading stress as my partner of over 10 years meaning of her name). I am thankful my story. left me for another woman in December for disability, but it is more than half 2010. I pressed my PCP for a tumor of my previous income level and I am Regards, marker test in January 2011 which was saddled with medical bills from my elevated. I was devastated over the naturopathic treatments which are not break up and then found out less than covered by insurance. Tiffany Montgomery
Send Me On Vacation provides healing vacations to breast cancer survivors who have recently completed treatment. The organization believes that the vacation experience has the power to heal the body, mind and spirit and is a critical first step in recovering from the devastating effects of cancer. SMOV combines the resources of the vacation ownership industry with fundraising efforts to send survivors from the U.S., Mexico and Canada on vacations around the world. The organization affiliates with hospitals, cancer centers and other non-profit organizations to change the lives of survivors, one vacation at a time.
Every Breast cancer 20-30% cation 3 minutes 2.8 million of women with n Va #1 cause S e O a breast cancer breast cancer of cancer in invasive breast end M diagnosis survivors in women cancer to have is made the U.S. worldwide reoccurrence Changing Lives One Vacation at a T i m e
Perspective Magazine January-March 2016 41 FEATURED NEWS
Keeping you up-to-date with latest industry news Visit www.perspectivemagazine.com
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Savings Are Sky-High On DAE Rocky Mountain Getaways
DAE offers vast savings on vacations to the Rocky Mountains. Late fall and early winter are great times to visit before the avalanche of visitors arrive for the peak ski season.
The global vacation exchange provider has excellent availability in top destinations, including Vail and Winter Park, Colo.; Salt Lake City, Park City and Snowbird, Utah; and more.
DAE advises members to check availability onDAElive.com often. Keep in mind, though, that the listing represents only about half of the actual inventory. If you do not see what you want, simply request it. DAE works with a huge network of partners to help members get their dream vacations. Here’s what not to miss on a Rocky Mountain getaway from the experts at DAE.
Winter Park Nestled against the Continental Divide, high in the Rockies, Winter Park is an outdoor Sleigh Rides – Take an old-fashioned sleigh its Salt Lake Connect Pass, valid at family enthusiast’s playground and a thriving arts ride along the Fraser River. Some rides attractions, including these below. community. Its sunny skies and abundant include a stop at a cowboy camp to sip hot snowfall lures skiers and snowboarders. cocoa by the campfire. Aerial Tram Ride – Located in Snowbird Ski Meanwhile, hikers explore the mountain & Summer Resort, this ride takes passengers trails, and lovers of the greens discover the Snowmobiling – Speed through the vast up 1.6 miles to the top of Hidden Peak for joys of high-altitude golfing. This picturesque Arapaho National Forest on a guided tour, stunning, 360-degree views. Combine a ride town is easily accessible, just 67 miles with breathtaking views of the Colorado with a hike in Little Cottonwood Canyon. northwest of Denver. High Country. Natural History Museum of Utah – This Skiing – Ski Season starts mid November. Cozens Ranch Museum – Housed in a former architectural marvel spotlights Utah’s Experts rave about the steep mogul runs on ranch and stagecoach stop, this museum is landscapes and geological wonders. Travel Mary Jane Mountain and the extreme skiing packed with artifacts showcasing pioneer life to the top of the three-story indoor canyon, in the Vasquez Cirque. But Winter Park is also in the Fraser Valley. wander through the dinosaur exhibit, and known for its intermediate- and beginner- hike the Shoreline Trail just outside the level slopes and programs for children, too. Salt Lake City museum doors. Sledding – At Colorado Adventure Park, Salt Lake City boasts cool bars and little ones tube, teens zoom on high-tech restaurants and a vibrant arts scene. There’s Utah Olympic Park – Feel the thrill of an airboards, and parents can choose from trails the world-class Utah Museum of Fine Arts Olympian, while standing at the top of the that range in speed. Once down the hill, the and the renowned Ballet West. Plus, Visit world’s tallest Nordic ski jump, or take in the Magic Carpet Lift takes riders back up. Salt Lake is offering a flurry of savings with views on exhilarating zip-lines.
42 Perspective Magazine January-March 2016 NORTH AMERICA
North America Much to celebrate in North America
In North American news, the Dick Pope Legacy Hall of Fame Luncheon, hosted by the Grand Tour Foundation, took place on November 13th, 2015 at the Wyndham Resort International Drive in Orlando, FL. This luncheon brought tourism industry professionals together to celebrate tourism leadership and honor three award winners. The Dick Pope Legacy Awards were created to recognize leaders that have strengthened the sustainability of Florida’s hospitality and tourism industries. Additionally, Christel House expresses deep appreciation and gratitude to everyone in the timeshare industry who, in Ron Haylock’s memory, are helping to bring the gift of music to the children of Christel House South Africa. With generous donations from supporters, the music program is now far ahead of other schools.
2015 Dick Pope Legacy Hall of Fame Luncheon Dedication of the RON Haylock Music Room at Christel House South Africa
Perspective Magazine January-March 2016 43 AWARDS LUNCHEON
2015 Dick Pope Legacy Hall of Fame Luncheon
The Dick Pope Legacy Hall of Fame Shortly after, the networking reception better known as Dick Pope, was the Luncheon was hosted by the Grand Tour opened and industry professionals founder of Cypress Gardens in Winter Foundation on November 13th, 2015 at showcased their exhibit booths as guests Haven, Florida. He is also known as the Wyndham Resort International Drive arrived to network while enjoying hors “Mr. Florida”. Pope played a momentous in Orlando, FL. This luncheon brought d’oeuvres and light champagne. role in the development of tourism in tourism industry professionals together the state of Florida and the growth of to celebrate leadership and honor three Mango’s Tropical Café dancers made a theme parks. Thus, the Dick Pope Legacy 2015 Dick Pope Legacy Award winners: grand entrance, blaring their trumpets Awards were created to recognize David Siegel, president and CEO of and drumming as they danced to the leaders that have strengthened the Westgate Resorts, Phil Rawlins, founder sultry sounds of the Caribbean. Dressed sustainability of Florida’s hospitality and president of Orlando City Soccer, in Carnival parade costumes, the dancers and tourism industries. Every year the and Chuck Whittall, president of Unicorp proceeded to the stage in the ballroom Dick Pope Legacy Awards are given National Developments. These winners where lunch was set to take place and put to honorees in the areas of Lodging, were each unanimous first ballot choices on a fantastic show for attendees before Foodservices, Travel, Meetings, of the selection committee. the award ceremony began. Conventions, Entertainment, and Attractions within the state of Florida. The luncheon began with a private VIP The Grand Tour Gala Foundation Additionally, honorees are added to the meet and greet followed by a welcome presented the 2015 Dick Pope Awards Dick Pope mural at the Orange County toast by McNeilly Communications. thereafter. Richard Downing Pope, Sr. Convention Center in Orlando, FL.
44 Perspective Magazine January-March 2016 “We are so delighted to have honored these three tourism trailblazers for their contributions. We had a packed house with tremendous industry and civic support, it was a perfect platform to launch our new Foodstock event coming in 2016; and we’re already planning next November’s Legends luncheon!” said Dr. Mary Jo Ross, Executive Producer and Board Chairman of the Grand Tour Gala Foundation.
AWARD RECIPIENTS
Phil Rawlins Phil Rawlins is Founder and President of Orlando City SC, responsible for all aspects of the Club’s operation, performance and service. Orlando and around the world. Fans includes timeshare, real estate, A native of Stoke-on-Trent, UK, Rawlins from all 50 states and over 50 countries construction, hotel and apartment founded and developed OnTarget, a have travelled to the City Beautiful to management, travel services, tele- highly successful sales and marketing watch the Lions take the field at the communications, citrus, insurance, consultancy which worked with most Orlando Citrus Bowl. This award is transportation, retail, and much more. of the world’s leading technology the result of the hard work from our companies. In addition to his tech team, front office and many partner Success struck David in the 1970s when he experience, Rawlins spent over fifteen organizations toward a common purchased a prime piece of real estate that years in sports management as an goal – establish Orlando as the Soccer later developed into the largest single site owner and director of his hometown Capital of the South - and in doing so, vacation ownership resort in the world – English Premier League team, Stoke driving the economy of Central Florida Westgate Vacation Villas. David has been City FC. forward. We can’t wait for 2016 as honored as the “Entrepreneur of the Year” for there is so much more to come!” construction and real estate in Central Florida Rawlins was voted Orlando’s Downtowner of the Year in 2013 for his work in This year when I was honored with the Pope Legacy Award helping develop downtown and he was honored by MBA Orlando as Community it meant so much to me because of my ties to Dick Pope’s Champion. In 2014 he was also voted CEO of the Year by Orlando Business Journal Cypress Gardens during most of my life. - David Siegel and Entrepreneur of the Year by I-4 Business magazine. David Siegel and finished second in the “Entrepreneur of As a pioneer in the the Year” national competition. Rawlins was recently inducted into the tourism industry, United Soccer League’s Hall of Fame. David Siegel has Mr. Siegel started the Westgate Resort spent the past 30 Foundation in 2001 because he feels Phil Rawlins stated, “I am honored to years creating the it is important to be a responsible and receive the Dick Pope Legacy award largest privately conscientious corporate partner in but this recognition is shared among owned company the communities which are home to the entire staff at Orlando City and in Central Florida. Westgate’s resorts as well as the company our incredible supporters both here in David’s empire employees and their families.
Perspective Magazine January-March 2016 45 AWARDS LUNCHEON
In addition to sitting on the board of many it in the National Register of Historic a talent of picking prime real estate civic organizations, David was also on the Places, so that Cypress Gardens would and developing extraordinary projects. committee for the 2012 Olympics. remain intact for future generations. So He also holds his Florida Real Estate this year when I was honored with the Broker’s license and Class A General Most recently, David acquired the Pope Legacy Award it meant so much Contractor’s license. Orlando Predators Football franchise to me, because of my ties to Dick Pope’s and purchased the Cocoa Beach Pier, in Cypress Gardens during most of my life,” “It is quite an honor to be recognized addition to his preservation of the River said David Siegel, president and CEO of among all of the previous recipients Ranch in Florida. Westgate Resorts of this award. I am glad to be part of
“When I moved to Florida in 1945 Dick “It is quite an honor to be recognized among all of the Pope was already a legend. My family visited Cypress Gardens on several previous recipients of this award. I am glad to be part of occasions, as it was the only major tourist attraction in the State. When I this community and helping grow the entertainment tourism was in high school I had the pleasure to date a girl who was a former Cypress business -Chuck Whittall Gardens water skier. They were held in the same high esteem as a Miss America Chuck Whittall this community and helping grow the contestant. I paid my way through college Chuck Whittall, the President of entertainment tourism business,” said teaching water skiing. I only used Alfredo Unicorp National Developments, has Chuck Whittall President of Unicorp Mendoza’s Cypress Gardens skies. When an extensive 27- National Developments. I moved to Orlando in 1970, one year year background prior to Disney World opening, Cypress in commercial Following the awards ceremony, the Gardens was still the only major tourist real estate three recipients posed for photos attraction in Florida and I visited the park development, with their medals of honor around many times. Approximately 10 years ago, including their necks. Thereafter, the luncheon when Cypress Gardens was threatened commercial concluded with a dessert reception to be turned into a condominium and residential featuring a number sweets and development, I went to Tallahassee and construction. He coffee where auction winners were was successful in having the State register is a visionary with announced.
46 Perspective Magazine January-March 2016 Superior BrandMarketing MARKETING STRATEGIES
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321-948-1319 | intuitionbrandmarketing.com Perspective Magazine January-March 2016 47 11th November 2015 was a very special day for Christel House South Africa. Christel DeHaan was paying her annual visit and during a Special Assembly held for the School’s friends and donors she was personally DEDICATION OF THE RON able to dedicate the Ron Haylock Music Room in tribute to him as a passionate lover of music and supporter of Christel House. HAYLOCK MUSIC ROOM
As well as academic accomplishments, the Special Assembly AT CHRISTEL HOUSE SOUTH AFRICA celebrated dance, drama and of course music. The School Band accompanied the programme and played their hearts out. The younger children played beautifully on their recorders and the Marching Band ceremoniously accompanied guests to and from the School buildings. Two of our star student musicians told of their joy in being able to learn and play music and of the new con dence it has brought them. Music in our world Music is a part of the fabric of our society. The intrinsic value The Music Room was declared open with the cutting of a ribbon of music for each individual is widely recognised in the many and a few words about Ron. It proudly houses 3 Honour Boards that cultures that make up South Africa; indeed all human cultures list all the donors, many from the timeshare industry, who made use music to express and illustrate their ideas and ideals. The generous contributions in his memory. They are displayed together importance of music to the economy is without doubt. And with a picture of him and a tribute to his life. Plus of course, all those the value of music in shaping individual abilities and character wonderful instruments that were procured, safely housed in lockers is widely visible. Success in society is of course predicated on and cabinets. success in school. Any music teacher or parent of a music student This joyful event marked the nal stage in the appeal in Ron’s will understand how the study of music helps children become memory. In his private life as well as his business life, he earned better students overall. Mastering the discipline of music the respect and friendship of many around the world. We are improves concentration, communication and cognitive skills – delighted to share with you the di erence that is being made to the enhancing the learning experience across the whole curriculum. lives of these students at our School in Cape Town. Please go to https://www.youtube.com/watch?v=LfrrHST-ths to see a video of some of the day’s events. Enhancements due to the Ron Haylock Appeal At Christel House South Africa, we recognise the general bene ts of music and also the impact music has on social therapy. The need for brass instruments was particularly great since these are popular instruments in our children’s communities. Latterly the government-mandated CAPS curriculum emphasises the importance of music and musical instruction within the education system. With your generous gifts we are now far ahead of other schools and our children will be well prepared for this new learning experience.
The music department has expanded its programme in two 48 Perspective Magazine January-March 2016 stages. This meant introducing instruction in brass instruments also in two phases. First, we provided instruction to learners in Grades 8 and 9. One group started with trumpets and another group started on trombones. The second stage included ensemble play, where students learned to read music and to perform together. We would like to express our deep appreciation and gratitude to all those in the timeshare The students can now read music and we have expanded the industry who, in Ron Haylock’s memory, are programme to include more learners and instruction on saxophone and recorder. One of our greatest accomplishments after the helping to bring the gift of music to the children inception of our School Brass Band was the creation of a Marching of Christel House South Africa. Band, both of which perform at special Assemblies and for prestigious visits and events that take place at the School.
How we have evolved
Our very earliest music programme started back in 2013 with a handful of learners in Grade 8 on trumpet and Grade 9 on 5 year plan for the music programme: trombone. In 2014 and 2015, thanks to the contributions made by the Friends of Ron Haylock, we have been able to expand so The donations to the appeal will allow us to continue increasing that all students in Grades 8–10 can learn saxophone, trumpet access for our students. In 2016, we will introduce learners in Grade and trombone. As we report now, in 2015, around 325 students in 6 to recorders – this will increase the number of students playing a Grades 7–11 are able to access learning on recorders, euphoniums, musical instrument by a further 60. saxophones, trumpets and trombones.
Special Music Camps Twice a year, we will have a music camp on the Farm (a safe, peaceful o -campus facility where students can stay and study intensively for special examinations and projects) to expose all musicians to the di erent instruments and practice their skills individually and as an ensemble.
Perspective Magazine January-March 2016 49 May 10-11, 2016 Making a Splash JW Marriott Marquis Miami Miami, Florida, USA
Patron Hilton Worldwide Platinum Sponsors Apple Leisure Group BCQS International Best Western Hotels & Resorts Carlson Rezidor Hotel Group Club Med Destination Hotels EY Hyatt Hotels Corporation JLL KPMG PKF Consulting, a CBRE Company Playa Hotels & Resorts Media Sponsors Boutique Design, ST Media Group GlobalHotelNetwork.com Hotel Interactive, Inc. Hotel News Now Hôtelier News A Brazilian Hospitaility Website Perspective Group Supporters CAIPA ISHC LHA Immediately IFC ITP NABHOOD Following CHRIS InTrade May 11-13, 2016 $Q2I¿FLDO,QWHUQDWLRQDO3XEOLFDWLRQRI%+1 HOTELS’ Investment Outlook Patrons, Sponsors, and Supporters as of December 2, 2015
Hosted By:
www.CHRISconference.com 50 Perspective Magazine January-March 2016
CHRIS_BOUTIQUE AD SPREAD.indd 1 12/7/2015 12:58:53 PM May 10-11, 2016 Making a Splash JW Marriott Marquis Miami Miami, Florida, USA
Patron Hilton Worldwide Platinum Sponsors Apple Leisure Group BCQS International Best Western Hotels & Resorts Carlson Rezidor Hotel Group Club Med Destination Hotels EY Hyatt Hotels Corporation JLL KPMG PKF Consulting, a CBRE Company Playa Hotels & Resorts Media Sponsors Boutique Design, ST Media Group GlobalHotelNetwork.com Hotel Interactive, Inc. Hotel News Now Hôtelier News A Brazilian Hospitaility Website Perspective Group Supporters CAIPA ISHC LHA Immediately IFC ITP NABHOOD Following CHRIS InTrade May 11-13, 2016 $Q2I¿FLDO,QWHUQDWLRQDO3XEOLFDWLRQRI%+1 HOTELS’ Investment Outlook Patrons, Sponsors, and Supporters as of December 2, 2015
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www.CHRISconference.com Perspective Magazine January-March 2016 51
CHRIS_BOUTIQUE AD SPREAD.indd 1 12/7/2015 12:58:53 PM FEATURED NEWS
Perspective News North America Hilton Grand Vacations Announces Las Palmeras Resort will debut in January 2016 as Hilton’s fourth timeshare property in Orlando
Hilton Grand Vacations announces its brand and is anticipated to be complete heated outdoor pool, new waterslide and debut of Las Palmeras, a Hilton Grand that November. splash pad, whirlpool spa, fitness center, Vacations Club resort in Orlando. Hilton is business center, conference room, lobby adding this distinctive timeshare project “Our Club membership has experienced bar, pool bar, restaurant and a host of to its portfolio to offer its members and significant growth,” says Mark Wang, additional amenities. guests an additional Orlando resort Hilton Grand Vacations president. that delivers best-in-class service and “Bringing Las Palmeras into our This upscale resort will provide a exceptional vacation experiences. Hilton portfolio of outstanding resorts highly desirable vacation destination increases the value we provide to our with elegantly appointed suites, each The existing property will be converted owners and guests.” furnished with the extensive comforts into 226 luxurious timeshare units, of home. Las Palmeras, a Hilton featuring one- and two-bedroom, Located in the heart of Orlando’s thriving Grand Vacations Club resort will also condominium-style villas, in addition tourism district, the property is ideally offer immediate access to a variety of to well-appointed studios. The property situated between Universal Boulevard dining, shopping and entertainment will begin operating as a Hilton resort in and the city’s famous International venues, as well as renowned golf January 2016. Renovation of the units Drive, adjacent to the Orange County courses and all the excitement will begin in summer of 2016 to ensure Convention Center and minutes from Orlando has to offer. Sales of vacation the accommodations meet the level of Orlando’s celebrated theme parks. Plans ownership interests are anticipated to expectation people have with the Hilton include a spacious lobby and arrival entry, begin in February 2016.
52 Perspective Magazine January-March 2016 LATIN AMERICA
Latin America Latin America leads the way
AMDETUR launched its second Specialization Course in Timeshare, which was available online and in classroom settings in Mexico City. The course was once again a resounding success. Its basic goal was to describe and analyze the history, environment, structure and operation of the timeshare industry in order to help companies, developers, sellers and providers of related services to make the best decisions. Meanwhile, Cancun, Mexico finally witnessed the event that once more has reassured its place as the most important and recognized forum for the Vacation Ownership Industry in Latin America: LASOS-The Latin American Shared Ownership Summit 2015. RCI®, worldwide leader in the Vacation Ownership and Tourism Oriented Real Estate Industry, hosted this incredible event which has managed to break frontiers. Occidental Vacation Club (OVC) has completed its US$280,000 upgrade to the Arena Beach Lounge areas of Occidental Grand Xcaret. The all-inclusive Riviera Maya resort is located adjacent to the spectacular, breathtaking natural wonder of the eco-archeological Xcaret Park, minutes from Cancun and renowned Playa del Carmen.
AMDETUR Update Occidental Grand Xcaret Opens New Arena Beach Lounge Areas
Perspective Magazine January-March 2016 53 AMDETUR UPDATE
AMDETUR Update Successful Conclusion to the Second Specialization Course in Timeshare
Training is essential to the development its comparative significance in Mexico Executive of the tourism industry, and with this and the United States been so profusely Director of in mind AMDETUR launched its second and thoroughly discussed as they were PowerPeople, Specialization Course in Timeshare, by the former National Chairman of Luis Manuel which was available in both online the Board of AMDETUR, who once Rivera García. and classroom settings in Mexico again demonstrated his ability to Mr. Rivera is also City. The course was once again a communicate his passion for the field to author of La Magia de las Finanzas en la resounding success. Its basic goal was those who attended. Hoteleria (The Magic of Finance in the to describe and analyze the history, Hospitality Industry) (Editorial Porrúa, environment, structure and operation The otherwise arid 2013) and is a top supplier of talent of the timeshare industry in order to and difficult theme for the hotel industry and consultant help companies, developers, sellers and of tax aspects to many major firms. His topic was providers of related services to make was splendidly “Financial Models and Profitability,” the best decisions. explained on which he spoke clearly and by Aldo Iván convincingly, presenting some practical It is our practice to publish profiles, Saldaña Vivanco, partner in exercises to make the subject matter photographs and professional PricewaterhouseCoopers, who gave more understandable. information on lecturers on our web page, a lecture entitled “Tax Aspects of along with conference videos available Timesharing.” Mr. Saldaña, who is a The dream of every through a special link, to participants who tax expert and contributor to a variety entrepreneur, paid for online or classroom participation of specialized publications, spoke “Successful in the course. knowledgably and accessibly about issues Business Models,” such as the various forms of occupancy was explained in a At the end of each lecture we also and statistics about their use; the supply simple, engaging conduct a student satisfaction survey, and the responses have been highly positive both from participants and from lecturers, Developing the right model to obtain a satisfactory who gave us high marks for innovation in the area of training. This makes the return on cash flow and on capital, and the importance course a strong generator of resources of this institution. of interest income in collection strategies, were core
The following are just some of the themes addressed. highlights of the most recent course: of Timeshare properties in Mexico; tourist and well-documented manner by The unparalleled preferences; definitions and explanations Alejandro Recamier, Commercial Director experience and of technical terminology on taxes, laws, of Regional Projects for Grupo Posadas. know-how of John regulations and principles, as well as the Through a series of extraordinary McCarthy in the general tax climate for the industry. illustrations, Mr. Recamier tapped in field of domestic to the aspirations and dreams of those and international Another crucial aspect for companies present in person and those participating tourism were clear in his presentation in any industry is finance. Developing in the course online, beginning with a on “Types of Vacation Ownership,” the right model to obtain a satisfactory detailed explanation of what a tourist part of Module 1, Tourism and Vacation return on cash flow and on capital, resort means, its characteristics, service Ownership, in the Tourism-Oriented Real and the importance of interest income companies, dimensions, vocation, market Estate segment. Never before in history in collection strategies, were the core (in all variables), membership and the have the importance of timeshare and themes addressed by the brilliant location of some resort developers.
54 Perspective Magazine January-March 2016 In a lively joint presentation entitled training; retention and compensation by Professor “Exchange Companies,” Interval models. Edith Ramírez Bustos, Francisco Madrid International, ICE, DAE, RCI and Regional Manager of Human Capital Flores, head of Worldpass offered a smorgasbord of at the same company, touched on the Tourism and know-how, experiences, practices, the topic of outsourcing and payment Gastronomy models focuses and viewpoints, part firms. Each sub-topic, with its specific School of Anáhuac of Module 2, “Industry Structure.” examples and performance models, University, who spoke on trends in the As explained by some of the top was brilliantly explained, so that tourism, offering an experienced, first- exchange organizations in the participants gained basic information hand, theoretic and practical overview world, issues ranging from global on what, when, where, why and how of the industry, with a three part focus: and regional vacation ownership to to take advantage of human capital to “Climate, Present Perspectives and structural, economic, political and benefit customers, clients, partners, Trends.” His lecture encompassed social factors that support the industry, visitors, tourists, and the resort itself. the economic, political, social and as well as the goals and business technological challenges of the industry, models of various related institutions, The ever-smiling the size of its market and its evolution commercial, administrative and Javier Robles, to date, with revealing statistics on service aspects required in order to Corporate the domestic market on its own and in apply knowledge and techniques to Director of comparison to others in the world, and on benefit stakeholders, were all made Marketing at trends in the market from a geographic eminently clear in this segment. Vida Vacations and economic standpoint. gave a clear and simply explained The international climate for the presentation on the Marketing, Sales Looking ahead to 2030, Professor Madrid timeshare industry was the subject of and Verification processes as they predicted a redistribution of tourist flows, a minute and thorough analysis by two apply to the Timeshare industry, based because, he reasoned “the appetite of the world’s leading companies in the on his own extensive experience and for travel is never destroyed, it simply field, also as part of Module 2, “Industry drawing on examples from the daily undergoes changes and transformations.” Structure.” This presentation had to do with international associations, Looking ahead to 2030, Professor Madrid predicted a and was led by the American Resort Development Association (ARDA), redistribution of tourist flows… which promotes the growth and development of the Timeshare industry in a variety of capacities, and represents activities human relations professional In the future, he envisioned “tourism in vacation ownership and resource carry out in pursuit of their goals. the age of the collaborative economy,” development industries with almost His lecture was part of Module 3, in which, he said “competition will be a thousand corporate members. Its “Business Models.” fierce.” It is important to bear in mind, he mission is to promote extraordinary reminded participants, that “we are what vacation services, and its membership Managing and benefiting from modernity, we are worth, and we are worth what extends to the United States, Canada, its effects and technological future, were the client perceives.” We need to give Mexico, Europe and Australia. This was part of a lecture on “Social Networks people reasons to travel, he argued, and the backbone of the industry structure and Digital Reputation,” given by widely he offered an extraordinary explanation of module, and was considered of great respected conference speaker Iván these reasons based on the characteristics use to participants. Palomera Pedroza, who is CEO and of future tourists in terms of age, founder of Smartup. In his presentation condition and the personalized attention Human Talent Management, another he offered a detailed discussion of the they will require. essential and basic topics for any spirit, use, and characteristics of the social economic unit in Mexico or elsewhere networks, their de facto power, and the This concluded the second Specialization in the world, was masterfully and concept of people as “communications Course in Timeshare which took place completely covered by Eduardo media,” including the use and risks of over three weeks in the months of Szymanski Mantey, Sub Director social networks. September, October and November. of Human Capital Grupo Posadas Professor Madrid, who offers the discussed human resources, structures The grand finale of the Specialization academic endorsement of the course, and profiles; recruitment and selection; Course in Timeshare was provided also gave its official closing remarks.
Perspective Magazine January-March 2016 55 NEWS
Perspective News Latin America Velas Resorts Appoints Gianpaolo Bellomunno As Corporate Director Of Sales And Marketing Mexico’s “Beyond All-Inclusive, Bellomunno brings to his new position Allegro Resorts throughout Mexico, Beyond All Compare” Velas Resorts more than 20 years of experience in South America and the Caribbean. has appointed Gianpaolo Bellomunno sales and marketing in the hospitality as Corporate Director of Sales & industry. Most recently, he served as Bellomunno is a graduate of the Instituto Marketing, effective immediately. In Vice President of Sales & Marketing for Tecnico Commerciale Corsico in Milan, his new position, he is responsible Villa Group, which consists of the eight Italy and Cornell University’s Strategic for corporate sales and marketing for optional all-inclusive Villa del Palmar, Financial Management for Hotels and the four Velas Resorts, which include Villa del Arco and Villa la Estancia resorts Strategic Marketing for Hotels and Puerto Vallarta’s Casa Velas and Velas in Mexico. Previously he oversaw sales Restaurants professional courses. Vallarta, Riviera Maya’s Grand Velas strategy and execution, both pre-opening Riviera Maya, and Riviera Nayarit’s and ongoing, for hotels and resorts He is fluent in Italian, Spanish and Grand Velas Riviera Nayarit. He works including Westin, Luxury Collection, English while also speaking Portuguese. in tandem with each resort’s sales and Libertador, InterContinental, Turaser Based in Puerto Vallarta, he can be marketing team. International, Barceló, Occidental, and contacted at [email protected]. Introducing The Palace EDGE Palace Resorts – the company that sets the Caribbean. Benefits include: nights or more), unlimited golf instead the standard in five-star, all-inclusive • Special Rates for Palace Pro Agents of receiving resort credit, Kids Stay Free accommodations – proudly introduces • Complimentary rooms and upgrades (valid for children under 12 from June to Palace EDGE (Exceptional Destination based on rooms booked August) and Unlimited Savings. Additional Groups & Events), a new, comprehensive • The Advanced Booking Promotion, extras included in the program are private program available to U.S. tour operators which includes discounts and perks for group check-in, a free wedding planner for and travel agents that provides guests booking nine months prior to the bride and groom, a welcome cocktail unbeatable group and wedding benefits. their event date and cold towel upon arrival. • Complimentary rooms and upgrades for “Palace Resorts has solidified the brand’s guests hosting their ceremony Tuesday Palace Resorts offers exclusive, all- reputation within the wedding industry through Thursday via the Mid-Week inclusive perks coupled with the highest by value-driven, fully customizable Wedding Promotion caliber events to create unforgettable experiences which exceed our competitor’s destination weddings. Premier offerings offerings. Palace Resorts prides itself on Couples who choose any Palace Resorts include the ability to customize a dream constantly raising the bar in the top-tier property will receive guaranteed savings wedding at any of the brand’s eight hospitality industry and showcasing why on their wedding celebration through distinct oceanfront properties throughout we are one of the leading hotel chains in the Palace EDGE program. The program Mexico and the Caribbean, benefits Mexico and the Caribbean,” said Frank offers clients complimentary private events for the bride and groom including the Corzo, Vice President of U.S. Field Sales based on the amount of rooms that are $1,500 Resort Credit promotion and for Palace Resorts. “The Palace EDGE booked. When booking 10-19 rooms, access to a knowledgeable planner to program is just another example of how patrons will receive a one-hour private ease the logistical process. Couples we are consistently improving our all- cocktail reception, and when booking 100+ who wed within the past year of their inclusive offerings and supporting the rooms, they will receive unlimited days of check-in date are also eligible for the travel agent community by providing an events. Most importantly, couples booking Complimentary Honeymoon Package unrivaled level of benefits.” between 25-99 rooms will now have the which includes a bottle of sparkling ability to use five of their complimentary wine, a mini honeymoon cake and a The Palace EDGE program provides hours in one day, whereas the previous romantic candlelit dinner. the agent community with a offer was only three hours per day. Clients competitive platform, appealing may combine this program with other For more information on Palace EDGE, to a wide-range of clients seeking brand-wide promotions including the please visit: http://www.palaceproagents. destination weddings in Mexico and $1,500 Resort Credit (by reserving five com/sites/default/files/edge.pdf
56 Perspective Magazine January-March 2016 Perspective Magazine January-March 2016 57 NEWS
Perspective News Latin America Occidental Grand Xcaret Opens New Arena Beach Lounge Areas
Occidental Vacation Club (OVC) has completed its US$280,000 upgrade to the Arena Beach Lounge areas of Occidental Grand Xcaret. The all-inclusive Riviera Maya resort is located adjacent to the spectacular, breathtaking natural wonder of the eco-archeological Xcaret Park, minutes from Cancun and renowned Playa del Carmen.
The Arena Beach Lounge for Grand Level Members and the adjoining area for First Club Members overlooks the private beach set on a secluded cove with powder-soft white sand. The cliff side lounges have been reimagined with new amenities complete with Jacuzzis®, beach beds and lounge chairs. Both First Club and Grand Level members share a common exclusive bar adjacent to the lounge where they may enjoy tropical cocktails, refreshing --“Heading to the lovely area now to OVC includes resorts in Aruba, Costa beers, wine and soft drinks. The beach spend the morning.” Rica, the Dominican Republic and is easily accessible for these elite Mexico. The organization is heralded membership levels with stairs and a --“Love it, here this week and next I’m for being one of the first to bring all- ramp for the physically challenged so taking total advantage of the new area.” inclusive resorts into the timeshare members can reach it without having arena. With Occidental Hotels to circle around the road to the main --“It is really very, very beautiful. We and Resorts recent acquisition by beach entrance. congratulate you and this gives proof of Barceló, the number of properties something we once heard, that the OVC available to OVC members is now According to Luis Namnum, President of Team is always making efforts to give/ over 100. Occidental Vacation Club “our new Arena provide their members with a better Beach further confirms OVC’s overall vacation experience year after year.” Occidental Vacation Club offers mission to provide our members with exclusive features and amenities to excellent holidays. We enjoy ‘surprising’ --“Feels good to be a Grand Level owner its members. It is also is open to the our members with the new investment, right about now. Can’t wait for our next trip.” public for all-inclusive vacations. For facilities and services.” information on rates and specials, as --“Looks great!” well as vacation club membership, Social media response on OVC member go to: www.occidentalvacationclub. pages was immediately positive with “It’s this kind of enthusiasm that validates com. U.S. and Canadian callers members exuberant about the new the trust our members put with us to may call 1-888-538-8048. For more amenities. The Arena Beach Lounge continue to evolve and provide them with international numbers email info@ immediately received 150 likes and 41 special vacations,” added Sr. Namnum. occidentalvacationclub.com. Follow shares on the member-run Facebook “To this point, OVC membership has on Twitter@OccidentalVC, facebook. page. And the numerous comments were continued to grow and today we have com/occidentalvacationclub or upbeat as well: more than 28,000 members.” facebook.com/sharethejoy.
58 Perspective Magazine January-March 2016 ASIA PACIFIC
Asia Pacific Asia Pacific Makes Headlines
ATHOC recently announced success for the Australian Timeshare industry regarding Consultation paper 212. Additionally, Australia’s world-class tourism industry has experienced a record-breaking year with significant increases in international visitor arrivals and tourism expenditure. Meanwhile, Classic Holidays, has been recognized for its 35 year contribution to the Gold Coast tourism industry. In other related news, The Australian Competition and Consumer Commission has accepted court enforceable undertakings from Airbnb Ireland (Airbnb) and Vacaciones eDreams, SL (eDreams) following concerns that the companies made online price representations to consumers in Australia that were in breach of the Australian Consumer Law (ACL).
ATHOC Update
Perspective Magazine January-March 2016 59 ATHOC UPDATE
ATHOC Update Great Outcome With An Exemption for Australian Timeshare Operators
Success for the Australian Timeshare The draft legislation states: industry regarding Consultation paper 212. 1.22 The new law exempts relevant providers who provide advice on Separate submissions made to ASIC and timeshare schemes from the education Treasury and the Joint Parliamentary standards. These persons only need Committee between September 2013 and to meet the education standards that April 2015. apply to non-relevant financial products. [Schedule 1, item 7, subsections 921C(4) Timeshare in Australia is regulated as and 921D(2)] a financial services product; however the Federal Government has previously 1.23 The exemption reflects the recognised that the timeshare industry fact that timeshare arrangements operates one product per company are inherently different from which is greatly different to the financial other relevant financial products. planning industry. This recognition was Timeshare interests are not sold as evidenced when the timeshare industry financial investments that generate was granted a carve out under the FOFA a return, but as lifestyle products or conflict of remuneration in March 2012. prepayments for holidays. the only relevant financial product Consultation paper 212 advised in general 1.24 The exemption does not apply to the that they give advice on is interests that: The educational level requirements ethical requirements in new subdivision in timeshare schemes and timeshare for all financial advisers who provide 8B. This means that persons who are schemes are exempted from the personal advice on Tier 1 products to authorised to provide personal advice on new standards. retail clients should be increased. This timeshare schemes to retail clients must includes financial planners working in comply with the Code developed by the C must meet the new education planning businesses and superannuation body and subscribe to a scheme. standards because he also provides funds. It also includes stockbrokers. advice on relevant financial products From 1 July 2016, when accountants are Example 1.5: Exemption for timeshare other than timeshare. required to hold a limited AFS licence, it schemes would also apply to accountants. A, B and C must all comply with A, B and C sell interests in timeshare the Code developed by the body The mandatory minimum training schemes. B and C also have second jobs. and subscribe to a monitoring and standard should increase to a minimum B works in a bank and provides advice enforcement scheme. degree qualification in a relevant on basic banking products. C works for a field. Relevant fields include financial financial advice firm and provides advice The journey for this has run across two planning, finance, business, accounting or on relevant financial products. and a half years. A special thank you goes commerce and that any relevant degree to Wyndham Vacation Resorts Asia Pacific should cover the knowledge and skills A and B are not required to meet the and their Lobbyist for helping us achieve identified in CP212. new education standards because this excellent outcome.
60 Perspective Magazine January-March 2016 International tourism at record high Classic Holidays Honoured Australia’s world-class tourism “Since the Government identified industry has experienced a record- Tourism as one the five National for 35 Years in Gold Coast breaking year with significant Investment Priorities, we have Tourism Industry increases in international visitor facilitated increased tourism arrivals and tourism expenditure. infrastructure investment, built Gold Coast-based Resort and Club focused international marketing and Management company, Classic Holidays, has “The Government released Tourism embarked on visa reforms to make been recognised for its 35 year contribution to Research Australia’s State of the it easier for international tourists to the Gold Coast tourism industry. Industry 2015 report which shows come to Australia. international tourism leads the way, The accolade was presented to Classic Holidays with inbound arrivals increasing “This report provides further by Mayor Tom Tate during the Gold Coast by 6.6 per cent to a record 6.6 evidence that we are on track to Tourism Annual General Meeting held at the QT million arrivals in 2014-15,” Senator reach the 2020 target of increasing Gold Coast in Surfers Paradise in November. Colbeck said. overnight expenditure to between $115billion and $140billion by the Classic Holidays, CEO Ramy Filo, said the “Arrivals from New Zealand lead the year 2020,” he said. company was proud to have been involved with way with 1.2 million inbound tourists. Gold Coast Tourism for over three decades. However, both China (up 21.7 per cent Recent reports have also supported “Classic Holidays started in 1978, so we have to 864,000 visitors) and India (up 19.9 these positive results, including been part of the development of this iconic per cent to 207,000) continue to drive TRA’s Tourism Forecasts 2015, which industry since the early days,” said Mr Filo. growth in inbound arrivals. indicated strong growth over the next decade, and the Australian “During that time we have grown from a small “International tourism expenditure Tourism Labour Force Report 2015- Gold Coast company into a global operation also reached a new high of $33.4 2020 which identified opportunity for now responsible for the employment of over billion in 2014-15 following increasing employment in the sector. 1,000 staff, with our Head Office located in growth of 10 per cent which is the Varsity Lakes and 7 resort properties under strongest expenditure recorded for The Australian Tourism Labour management on the Gold Coast. a financial year since the Sydney Force Report found that an Olympic Games.” additional 123,000 workers, “As the timeshare capital of Australia, we have including 60,000 skilled workers, will long shared Gold Coast Tourism’s vision for Senator Colbeck said the report also be needed to meet visitor demand promoting the Gold Coast as a favourite holiday shows Australia’s domestic tourism by 2020. destination for Australians and people all over is thriving - 83.2million overnight the world. trips were recorded last financial year However, Senator Colbeck which is the highest on record. noted that there is no room for “It’s a fantastic industry to be a part of, and we complacency if we are to meet thank Gold Coast Tourism for this honour.” “Overnight visitor expenditure our 2020 targets. Continued focus increased 4 per cent to a total of $55.4 on international aviation capacity; Classic Holidays joined wildlife attraction, billion and total overnight expenditure labour and skills shortages, Currumbin Wildlife Sanctuary, in receiving a 35 increased 6.3 per cent to $88.8 billion. infrastructure and visa reform is Year Recognition Award at the AGM. needed for us to reach our potential. “Furthermore, the total value of the tourism investment pipeline “This new report continues the increased by a net $4.3 billion to trend of positive tourism numbers $53.7 billion in 2014.” under this Government and we will remain focussed on embracing Senator Colbeck said the report gives opportunities and reducing a positive overview of Australia’s inhibitors into the future. tourism industry and provides industry with increased confidence in The full report can be viewed at: the future. www.tra.gov.au
Perspective Magazine January-March 2016 61 ATHOC UPDATE
ACCC Tells Airbnb and eDream to Price Correctly
The Australian Competition and The ACCC also considers that detriment to competition and result in Consumer Commission has accepted eDreams: consumers paying a higher price than court enforceable undertakings • failed to adequately disclose its the advertised price or spending more from Airbnb Ireland (Airbnb) mandatory Service Fee and Payment than they realise,” ACCC Chairman and Vacaciones eDreams, SL Fee on certain booking pages of the Rod Sims said. (eDreams) following concerns that eDreams mobile site and app; the companies made online price • on particular pages of its website, “The law does not prevent traders representations to consumers in failed to comply with the from charging fees. However, it does Australia that were in breach of the requirement to specify a single total require that fees are disclosed clearly Australian Consumer Law (ACL). price inclusive of the mandatory to avoid consumers being misled,” Service Fee and Payment Fee, in Mr Sims said. The ACCC considers that circumstances where those fees Airbnb, since November 2012, were quantifiable at the time of the Airbnb and eDreams have each and eDreams, from January price representations. acknowledged the ACCC’s concerns to December 2014, engaged and cooperated with the ACCC during in misleading and deceptive These matters were raised by the its investigation. Both companies conduct and made misleading ACCC as part of its commitment to have separately undertaken to representations by failing to addressing problematic drip pricing improve their pricing practices adequately disclose to consumers practices during online purchasing such that mandatory fees will be in Australia particular mandatory processes across a number of incorporated into prices displayed, fees on key pages of one or more of business sectors including airline, or otherwise disclosed, on key pages their online booking platforms. ticketing, and accommodation during the booking flow to ensure services. Drip Pricing is where a consumers are given accurate price The ACCC considers there were headline price is advertised at the information ‘up front’. occasions where Airbnb failed to beginning of an online purchasing adequately disclose a mandatory process and additional fees and Airbnb has also undertaken to Service Fee and also a Cleaning Fee, charges (which may be unavoidable establish and maintain a consumer where applied by an accommodation for consumers) are then incrementally law compliance program within host, on Search Results pages and disclosed (or ‘dripped’). the company, and eDreams has Accommodation Listing pages on undertaken to ensure appropriate its website, mobile site and apps “Drip feeding consumers with staff receives compliance training accessible in Australia. information about charges can cause focusing on key aspects of the ACL.
AccorHotels And Mission Australia Follow in Anzac Footsteps On Gold Coast ‘Kokoda Trail’ AccorHotels teamed up with Mission the teams endured torrential in 2015. This fundraising will directly Australia again in 2015 to host rain, 25 km treks through rugged benefit Mission Australia services the fourth Race to Survive event: bushland, canoeing, obstacle courses, which includes Missionbeat, which Kokoda Trail – a dynamic, three-day stretcher challenges and tug‐of‐war patrols inner Sydney streets seeking fundraising event. competitions, all in the name of out those in distress and offering fundraising and mateship while them support. And Charcoal Lane, On the 14th to 16th October 38 honouring the ANZAC legend which an innovative social enterprise teams of four from Australia and celebrates its centenary this year. in Melbourne which combines a New Zealand represented Accor restaurant with a comprehensive and participated in the annual Race The end result saw the event raise training program for young people to Survive. On this year’s “Kokoda $460,000 for Mission Australia and who have experienced barriers to Trail” in the Gold Coast Hinterland $40,000 for Kokoda Youth foundation employment.
62 Perspective Magazine January-March 2016 The Registry Collection® Adds Pacific Region Vacation Options, Welcomes Four WorldMark South Pacific Club by Wyndham Resorts Luxury accommodations at four select resorts join approximately 200 affiliated properties on six continents as part of global exchange program The Registry Collection® program, the world’s short stroll from Lake Wanaka and within two spacious accommodations in the heart of it all. largest luxury exchange program, recently kilometres from the heart of the village. This stylish, modern property is within easy welcomed four Wyndham Vacation Ownership walking distance to all major attractions and resorts in the Pacific locations of Sydney, New Set in a prime beachfront location in southern just a short walk from Hyde Park, Oxford Street Zealand’s South Island, Tasmania and Fiji, Tasmania, Wyndham Vacation Resorts Asia and the popular restaurant precincts of Darling bringing exciting new destination options to its Pacific Seven Mile Beach offers a relaxing beach Harbour and Chinatown. As one of Australia’s nearly 32,000 global exchange members. holiday with the convenience of being only a best-loved holiday destinations, Sydney has a 20-minute drive from Tasmania’s capital city, plethora of activities and attractions for families “Members of The Registry Collection have told Hobart. Every aspect of this eco-friendly resort and couples, including the world-famous Sydney us that they want holiday options in the Pacific is inspired by its natural surroundings and Opera House and Sydney Harbour Bridge. region, and we are very happy to be able to designed with these elements in mind. From the offer them these spectacular four WorldMark surrounding region’s rich history to its striking As part of the agreement WorldMark South South Pacific Club resorts,” said Jonathan natural wonders, Tasmania is an intriguing island Pacific Club’s Privileges Platinum members and Mills, managing director, RCI Asia Pacific, which that blends heritage and lifestyle with scenery 100 Club members will receive membership to operates The Registry Collection. “Our affiliation and culture. The Registry Collection program. with Wyndham Vacation Resorts Asia Pacific will give our members the opportunity to explore Fiji is an exotic destination filled with culture, “Bringing these four WorldMark South Pacific the vibrant cities, national parks, and tranquil beautiful beaches and clear turquoise waters. Club by Wyndham properties into The Registry beaches of the area while enjoying the award- Located on the beachfront is Wyndham Vacation Collection program’s luxury exchange network winning service Wyndham is known for.” Resorts Asia Pacific Denarau Island, an oasis is a thrilling prospect for our Privileges Platinum that can be ideal for sipping cocktails, enjoying and 100 Club members, who, in turn, can now The four resorts are flagship Presidential resorts authentic Fijian culture and letting life’s pressures access even more amazing vacation options of the WorldMark South Pacific Club offering float away. It is easy to relax and enjoy Fiji’s laid- all over the world, adding value to their luxuriously appointed Presidential Suites in back pace with the resort’s spacious apartments. ownership,” said Barry Robinson, president and premium locations. The resort offers outstanding facilities including managing director, Wyndham Vacation Resorts a large lagoon-style swimming pool, an outdoor Asia Pacific. “We look forward to welcoming Wyndham Vacation Resorts Asia Pacific Wanaka is spa, a swim-up pool bar with wet and dry members of The Registry Collection to our located in a spectacular region on New Zealand’s seating, a kids’ club, direct beach access and a properties, and sharing some of the best that the South Island that boasts awe-inspiring natural Mexican themed restaurant. Pacific region has to offer.” wonders including Mount Aspiring National Park, Rob Roy Glacier and The Clutha River. Nestled Located in Australia’s largest city, Wyndham For more information, visit TheRegistryCollection. on a quiet, tree-lined street, the resort is only a Vacation Resorts Asia Pacific Sydney offers com or TRCAffiliates.com. ULTIQA Lifestyle Wins Silver and Bronze at the Queensland Tourism Industry Awards The Queensland Tourism Awards have of attractions, events, tour and transport, been operating for 30 years. The Awards accommodation, restaurants, culture, recognise the outstanding achievements ecotourism, marketing and more. of tourism operators across the State. This was ULTIQA’s first year entering the The Awards cover 29 categories and awards and were excited to walk away provide the opportunity to publicly with two awards for their properties. acknowledge and showcase Queensland’s finest tourism operators across the areas Congratulations ULTIQA
Perspective Magazine January-March 2016 63 ATHOC UPDATE
Interval International Expands Resort Wyndham Hotel Group Expands Recognition Program With Elite Tier Footprint in New Zealand with Newest New Resort Designation to Showcase Ramada Resort Most Prestigious Member Properties Showcasing continued demand will help deliver even more guests Interval International, a prominent worldwide provider of for its growing portfolio of to the resort, allowing travellers vacation services and an operating business of Interval globally recognised brands, from around the world the Leisure Group (Nasdaq: IILG), announced the launch Wyndham Hotel Group today opportunity to experience all that of the most prestigious tier in its Resort Recognition announced the rebranding of Rotorua has to offer.” program – Interval International Elite ResortSM. New Zealand’s WorldMark Resort Extraordinary vacation experiences and exceptional Rotorua to the new Ramada Ideally positioned just 20 minutes services and amenities are what differentiate the Resort Rotorua Marama. from Rotorua City and three hours properties selected for this special distinction. from Auckland, Ramada Resort Nestled on the tranquil shores Rotorua Marama boasts 78 self- “Interval International has been recognized as The of Lake Rotorua and the Ohau contained apartments complete Quality Vacation Exchange Network® since its earliest Channel, the resort operates as with fully-equipped kitchens, state- days,” said David Gilbert, Interval’s president. “As we a mixed-use property, catering of-the-art bathrooms, outdoor reach our 40th anniversary in the business, the creation to traditional hotel guests decks and all the creature comforts of the Elite recognition tier is a further reflection of as well as vacation owners of home including washing our commitment to the remarkable vacations our through WorldMark South machines and dryers. The resort’s members can enjoy through their shared ownership Pacific Club by Wyndham. It facilities include a private boat and exchange benefits.” marks the fifth Ramada resort to ramp and berth, boat parking, open in New Zealand. trout fishing, outdoor pool and Interval was the first exchange company to introduce spa, barbecue areas, gym and resort recognition to timesharing, and significantly “Ramada is a highly recognisable, tennis court. refined its program in 2007 with the introduction of global brand known for offering the Interval International Select Resort® and Interval outstanding accommodations All Ramada resorts in New International Premier Resort® designations. With the in key destinations around the Zealand participate in Wyndham increase in high-end shared ownership properties, world,” said Barry Robinson, Rewards®, the simple-to-use, Interval continues the tradition with the new Elite tier that President and Managing Director, revolutionary loyalty program showcases the most upscale member resorts. Wyndham Hotel Group South East from Wyndham Hotel Group that Asia and Pacific Rim. “WorldMark offers members a generous points Currently, more than 100 affiliated properties are Resort Rotorua has long been a earning structure along with a flat, recognized as an Interval International Elite Resort, which favourite of vacation owners in the free-night redemption rate – the is identified by a lotus icon. The Interval International WorldMark South Pacific Club and first of its kind for a major hotel Elite Resort status is awarded based on a combination of it’s our belief that this rebranding rewards program. qualitative and quantitative scoring elements, including:
• A Quality Rating System (QRS) resort inspection conducted by LRA by Deloitte, a leader in the field of customer experience measurement • Elite Qualifying Criteria (EQC) points, based on multiple combined factors from location to luxurious features and appointments at the resort • A high Consumer Satisfaction Index (CSI) score • Additional considerations, such as positive consumer reviews on external travel and leisure sites
Members at Interval International Elite Resorts will receive enhanced services, including specially selected luxury travel offers.
64 Perspective Magazine January-March 2016 2016
ATHOC Annual Conference 2016
Queenstown sits on the shore of crystal clear Lake Wakatipu among dramatic alpine ranges; it’s rumoured that gold prospectors - captivated by the majestic beauty of the surrounding mountains 5 - 7 September 16 and rivers - gave this now cosmopolitan town its name. Crowne Plaza Hotel Queenstown, With a smorgasbord of outdoor activities, Queenstown is the home of the ultimate adventure bucket list. There’s skiing in the winter and New Zealand activities such as bungy jumping, sky diving, canyon swinging, jet boating, horse trekking and river rafting all year round. It has also become a renowned cycling destination, providing everything from easy scenic tracks to backcountry trails, road rides to heli- biking and the Southern Hemisphere’s only gondola accessed downhill mountain biking.
A popular holiday spot at any time of the year, Queenstown is renowned for its four distinctive seasons. Winter brings crisp, blue- sky days, spring retains the snow but blooms into longer, warmer days, summer offers sunshine and long twilights, and autumn a burst of brilliant red and gold. Queenstown is rated internationally as one of the world’s top holiday destinations and in 2014 was named New Zealand’s number one destination in the Travellers’ Choice Destinations by TripAdvisor as well as the second best destination in the South Pacific.
Here is your 2016 opportunity to get together with your colleagues from around the world and delve into what is happening in the Timeshare Industry. Take advantage of the beautiful Queenstown backdrop to reacquaint yourself with old friends and make new, whilst taking the opportunity to pick up some great insights to take home with you.
The two day/3 night event will involve numerous speakers from both within and external to the industry. Use this as an opportunity to broaden your mind.
Ph 61 7 5526 7003 www.athoc.com.au
Perspective Magazine January-March 2016 65
ATHOC-Conference16-ad275hx215w.indd 1 29/11/2015 4:34 pm NEWS
Perspective News Asia Pacific
Karma Royal Group Launches Inaugural Penguin Walk
Stepping up its commitment and to raise awareness as well as contribute efforts toward corporate social funds which will help in directly responsibility - whilst adding a dash alleviating some of the pressures faced of adventure and undeniable spirit by these underprivileged young people, of joie de vivre, the Karma way, so they can benefit from a proper Karma Royal Group recently held its university or college education, obtain successful inaugural Penguin Walk gainful employment and break the - a 36-kilometre trail hike winding cycle of poverty in their lives.” through the hills, fields, forests and beaches around the charming The inaugural Penguin Walk began at medieval village of Le Garde Freinet, 6 o’clock in the morning under cover near the coast of St. Tropez in France. of darkness at Le Preverger, Karma The inaugural Penguin Walk had 20 Estates’ legendary chateau, with education. In 2011, Christel House adventurous, like-minded Penguins the Penguins traversing a winding established its College & Careers participating, led by the designated forest trail reminiscent of an Indiana programme, whereby scholarships King Penguin himself, John Spence, Jones adventure. Along the way, the are provided for students to pursue Karma Royal Group founder, Chairman waddlers encountered several perilous university or college professional and CEO. John conceived of the Walk obstacles, such as wild boar and degrees in order that they may be fully as a fun, challenging and purposed- other wildlife, local Gallic huntsmen, employed upon graduation. filled adventure fully embracing oncoming lorries, as well as facing a mission to improve the lives of the risk of being skewered by fellow At Christel House, via its charity the disadvantaged, especially in hikers’ walking sticks in the dim dawn foundation Karma Camino, Karma communities around the world where light. Occasional stops of brandy coffee Royal Group has sponsored the Karma Royal Group operates. and wine tastings served to bolster construction and initial establishment the Penguins’ flagging energies and of its school library, including stocking “Nothing compares to the immense by half past two in the afternoon, all of its shelves with children’s books, feeling of fulfillment and satisfaction the Penguins had completed the route and provides all the meals for over that comes from helping others. To be and triumphantly reached the final 900 children (To date, the group has in a position of being able to embark destination of Le Club 55 on the beach, provided and paid for in excess of 4.5 on physically challenging adventures where they were welcomed with a well- million meals.) The Karma Camino such as the Karma Penguin Walk, deserved luncheon and the gratifying foundation also organizes an annual in the company of high-achieving, news that the Penguin Walk had “Camp Royal” excursion, whereby socially responsible and like-minded successfully raised more than 10,000 children from Christel House are invited individuals, is a tremendous privilege Euros to directly benefit the young to stay for a few days’ holiday at Karma and one that I intend for us to continue scholars of Christel House in India. Royal Group’s resorts in Goa and each year, for the express benefit of entertained by resort staff volunteers the young students on the College & The 2016 Penguin Walk is already – a treat which most of these children, Careers scholarship programme by being planned by Karma Royal Group, who have never known what it is like to Christel House in India, “ said John with the intention of making it as an go on vacation, are experiencing for the Spence. “ My work brings me to annual event. first time. diverse corners of the globe, where I often encounter disadvantaged Christel House, a non-governmental In addition, Karma Royal Group has communities facing astounding organization (NGO) based in Bangalore, raised over a million US dollars over challenges each and every day. With India, helps children and youth the past two years for various charities, projects such as the Karma Penguin from underprivileged backgrounds through the auctioning off of villa and Walk, we can be in a powerful position overcome the cycle of poverty through hotel accommodations.
66 Perspective Magazine January-March 2016 EUROPE, MIDDLE EAST & AFRICA
Europe, Middle East & Africa Representing timeshare owners across the globe
The TATOC Consumer Helpline has been a registered charity now for over a year. This registered status acknowledges that it operates ‘wholly and exclusively for the public benefit’. It is recognized by, and works with, Citizens Advice, Trading Standards, the Competition and Markets Authority, police forces and many other national and local government agencies and other bodies. Additionally, RDO works hard to discipline timeshare offenders who use the internet and cold calling – often using illicitly obtained databases to pull in and fleece the unwary timeshare owner with promises of a cash dividend for surrendering their timeshare and/or the promise of the presence of a fictitious buyer, willing to pay an unrealistic amount for the owner’s timeshare.
TATOC Update
Perspective Magazine January-March 2016 67 TATOC UPDATE
TATOC: A year of supporting timeshare owners and member resorts The team receives more than 1,000 calls This year the Helpline team has already each month and averages around 100 received reports of £1,096,183 lost to contacts every week. scammers - an alarming annual increase of over £118,000 – and is set to increase Around 80 per cent of contacts are further when the final figures for 2015 requests for help and information, but are calculated. 20 per cent are complaints against specific companies, often where Again, the team has been active and consumers have lost money or about to issued guides and advice that should do so. help consumers recover £704,050. The remaining £392,123 was again Timeshare should be very proud. Only paid by bank transfer or cheque and a very small percentage - less than two is lost. per cent - of contacts are complaints TATOC Chairman and against genuine timeshare products or In a 2012 survey, 97 per cent of CEO Harry Taylor companies. consumers found the service relevant and helpful, and 99 per cent found the As we begin the new year, it is important However, as our statistic show, our helpline good or better at meeting their that we look back at what we have services are still clearly required. expectations when they called. achieved, compare our results with previous years and plan for the next twelve months. In 2014, timeshare owners reported to the But, we must never become complacent. Helpline that a total amount of £977,765 The Helpline must remain vigilant and So, I thought in this first issue of 2016, had been lost to scammers. responsive to owners’ evolving needs and we would highlight some of our most to emerging consumer threats. recent successes and share how TATOC In response, the team issued TATOC continues to support timeshare owners Consumer Helpline guides covering A new and much larger survey is now and our member resorts. topics such as using the 1974 Credit taking place in which all customers who
Support for timeshare owners The Helpline was set up to address the increasing activities Launched in 2008, the TATOC Consumer Helpline has been a registered charity of disreputable companies and fraudulent practices that now for over a year. This registered status acknowledges that it operates ‘wholly and were preying on timeshare owners and damaging the exclusively for the public benefit’. reputation of genuine timeshare businesses. It is recognised by, and works with, Citizens Advice, Trading Standards, the Competition & Markets Authority, police Consumer Act and the Visa chargeback contact the Helpline are asked for their forces and many other national and local scheme to help consumers recover some feedback on the quality of help and government agencies and other bodies. £777,573.00, if the advice was taken. information they received.
The Helpline was set up to address the Unfortunately, we were unable to help This will not be a one-off exercise. increasing activities of disreputable consumers recover the outstanding It will be a continuous process to companies and fraudulent practices that £200,192. This had been paid in the U.K. ensure the service provided is what were preying on timeshare owners and through direct bank transfer or cheque, consumers are looking for when they damaging the reputation of genuine which provide no protection or recourse if contact us – and is to the highest timeshare businesses. things go wrong. possible standard.
68 Perspective Magazine January-March 2016 Supporting our member resorts Crown Resort TATOC was invited to attend the Crown Resorts annual general meeting (AGM) in Leeds in early autumn.
Crown is a group of five TATOC Accredited resorts, all located within a short distance of each other, midway between Marbella and Fuengirola, in the heart of the Costa del Sol.
The Crown Resorts AGM was a fine example of timeshare at its best and demonstrates why it continues to be such a unique and exceptional holiday product.
Owners enjoy high quality resorts in great locations, and there are genuine opportunities for owners to have a direct involvement and influence in their holiday ownership and how it is delivered.
Annual general meetings provide an ideal Our support for resorts continues The last 12 months have been opportunity for members to have direct with the TATOC Resort Accreditation an incredible period for the discussion with their elected committee programme, which continues to go from accreditation programme – the and with fellow members. strength to strength. busiest and most successful since its launch in 2009. Geoff Chapman, senior accreditor, writes: Resort Accreditation is TATOC’s kite-mark “Visiting the annual general meeting was of quality and is the highest accolade the In the last year, 15 resorts have been an enjoyable opportunity to engage again association can give. visited to have their accreditation status with Crown Resorts and their members. The Crown Resorts AGM is a fine example of timeshare at “What people want from their holidays and how they book them is continuously its best and demonstrates why it continues to be such a evolving, and timeshare must also move forward if it is to stay at the forefront of unique and exceptional holiday product. high quality holiday experiences.
“This evolutionary process is It is awarded as recognition that a resort renewed for a period of three years. Five fundamental to all resorts and owners’ is delivering the highest standards new resorts have been TATOC recognised committees, and the Crown Resorts of accommodation, facilities, and for the first time. meeting was a superb example of a club services and an excellent overall holiday working closely with members to ensure experience to its owners and guests. There are now 44 accredited resorts; their continued high quality holiday four more have applied and are experience at competitive prices.” For a resort to achieve accreditation, awaiting inspection. it must demonstrate it fully embraces TATOC is keen to engage with owners the TATOC Code of Conduct. The An ambitious target was set at the and their resort committees at every timeshare product must be sold 2015 TATOC conference to have 50 opportunity and we will be delighted to correctly and the resort well managed accredited resorts by conference attend AGMs and other resort meetings and maintained - with the consumer as 2016 and this target has almost been whenever possible. the principle focus. achieved.
Perspective Magazine January-March 2016 69 TATOC UPDATE
Support for charity The Crown Resorts AGM Give Us Time is a U.K.-based charity attended by TATOC launched by British Member of Parliament, Dr. Liam Fox and is an organisation fully supported by TATOC.
Since 2001, more than 458 British forces personnel have lost their lives in Afghanistan, more than 2,000 have experienced physical or psychological damage, and families across the country have seen their lives profoundly changed.
Recognising the impact an operational tour can have, Give Us Time takes one-week holidays donated by hosts and matches them with British soldiers in need of rest, spread the message about TATOC Visit the conference hub for further rehabilitation and reconnection with to a wide audience (including the information at: www.tatoc.co.uk/ their families. Chancellor George Osborne, MP) tatocconference and learn more about this amazing The charity is appealing to owners and charity. Join us managers of timeshare resorts to donate If TATOC is an association that you accommodation to British military At this time of year, let’s spread a little would like to be part of then join us personnel and their families. holiday cheer and I urge all of our and support our work. We’d love to member resorts and affiliates to assist have you – either as an individual In 2015, TATOC affiliate CLC World how and when they can. member, through your resort owners’ donated 40 holidays to military committee/HOA or as an affiliated personnel. The charity is hoping to Looking forward company. Check out the TATOC website increase its number of partners in the The TATOC Conference 2016 will for further information. hospitality sector this year.
To this end, in December this year, I The Crown Resorts AGM was a fine example of attended a function for the charity held by Baroness Floella Benjamin at the House timeshare at its best and demonstrates why it continues of Lords. to be such a unique and exceptional holiday product. This was a great honour for TATOC and gave me the opportunity to take place from Friday, March 4th to Sunday, March 6th, at the Park Royal Hotel, Warrington.
This is a unique event in the industry’s conference calendar as it is the only time when timeshare Website: tatoc.co.uk owners, the committees who Tatocconsumerhelpline.eu represent them and timeshare Sharetimemagazine.com industry professionals get together Telephone: +44 (0) 161 237 3518 to discuss the challenges and Email: [email protected] opportunities facing the industry Facebook: https://www.facebook.com/ today. TheTimeshareAssociationTATOC
70 Perspective Magazine January-March 2016 THESE DAYS IT’S LESS ABOUT WHO YOU KNOW AND MORE ABOUT WHO KNOWS YOU.
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Perspective Magazine January-March 2016 71
Intuition_Ad_PerspectiveMag_FullPg.indd 1 6/27/13 3:37 PM RDO UPDATE
RDO Update Another year over…
By Paul Bougaard databases to pull in and fleece the go onto the timeshare business check unwary timeshare owner ,with promises to ask about exit – which RDO requires As a new year begins it’s time to take of a cash dividend for surrendering their its members to allow under a variety of stock and review the year that has timeshare and/or the promise of the conditions – state they have had years passed. I think on this side of the Atlantic presence of a fictitious buyer, willing to of great holidays, but now they need to we can all agree it has been a fairly pay an unrealistic amount for the owner’s surrender their timeshare and exit, which eventful one, even if we would have timeshare. These parasites have kept of course they are allowed to do. preferred some of those “events” not to us very busy this year and we begin to have occurred! find ourselves in the position of the old We need therefore to engage with “thief takers” of 18th century England, and allow owners who love their Probably the defining series of events the forerunners of the famous “Bow product, a real voice on the Internet has been the three judgements of the Street Runners “ who were formed by and social media, and we need to Spanish Supreme Court that have left the Magistrate in London’s Bow Street engage with our members to allow the industry’s lawyers on occasions both Court – Henry Fielding – also a famous this to happen. So we will be meeting baffled and annoyed in equal measures. author and playwright. These thief takers early in January 2016 to agree a Speaking as a lawyer and being hesitant were hired by aggrieved parties to hunt strategy for this and implement it to criticize a fellow member state’s down burglars and robbers etc. and bring next year – watch this space! judicial system, I find myself critical of them to justice – often on the promise of judgements that are somewhat obscure, a percentage of the goods recovered. As For more information about RDO contact difficult to follow and as a common you could be sentenced to transportation [email protected]. lawyer, sorely lacking in any simple statement of facts. I think the most We need therefore to engage with and allow owners irritating fact is that the court appears to hand down these nullity judgements who love their product, a real voice on the Internet and that effectively allow the owner to be put back in the position he/she was when social media the contract was made, with no regard whatsoever for the fact that the owner for life for something as small as stealing has enjoyed 10 or 15 years of timeshare a handkerchief, you may imagine that holidays! It is hard to see a court in a the criminal was not going to come that common law system coming to such a quietly - it was a somewhat hazardous conclusion and fortunately the majority profession! So RDO now finds itself in of RDO members’ contracts are written the position of those thief takers – hiring under English or equivalent governing professionals to hunt down and bring to laws. We do however have as significant justice these offenders who our police minority of members whose contracts force and other enforcement agencies have been written under Spanish Law seem unable at present to apprehend. and needless to say RDO is very much focused on working with them to get a There is always a danger in getting so workable solution to these judgements. deeply engaged in defeating these people that you tend to forget there are a whole Closely coupled with this issue have of host of contented timeshare owner out course been the “ambulance chasers” there – happily enjoying their holidays with families and friends. It should be no and worse, who use the internet and surprise to hear that a huge number of cold calling – often using illicitly obtained owners who contact RDO directly or who
72 Perspective Magazine January-March 2016 NEWS
Perspective News Europe, Middle East & Africa A Signature Style For Success
It began with a bold design move: enhancing benefits such as chef “We will always listen and continue to tailor individually styled luxury apartments sold prepared meals at owners’ apartments, our product range around the demands of as fractionals. Now CLC World Resorts & excursions, champagne for special our most important asset: our owners.” Hotels has not only expanded its Signature occasions - and other extra touches that Suites concept to create CLC Signature can make the difference! Exciting Collection, it has layered on the icing with The company continues its push forward, high end concierge services. It is all part of the continuing evolution of developing inspirational and affordable the CLC World product range. family holiday and property solutions These ‘white glove’ services complement that are eagerly anticipated by its owner- the product and a branded uniform, Inspired member base. featuring the prestige Signature logo, CLC World introduced the Signature is being introduced for the dedicated concept in August 2014 with the unveiling Mr Rosen said: “We have created real concierge at each resort in the Collection. of CLC World’s Santa Cruz Signature excitement within our owner base: owners Suites on the Costa del Sol, which took expect the wow factor and look forward to During February, the company will the company’s premium brand and each new introduction, be that in the ways fanfare its new Signature Collection smashed through the ceiling to create a they digitally interact with us - and we apartments on the Costa del Sol and in new top layer. currently have a super smart new website Tenerife. “The idea behind CLC Signature as one of several new projects under way Collection is to guarantee the height of “The Signature product was developed by - or something as completely stunning as luxury holiday experience, and we are listening to our owners’ wish list. Signature our Signature Collection.” now thrilled to offer a level of services Suites were a huge success and demand to match,” said Paul Rosen, group sales led to the creation of CLC Signature The company is also looking to operations director. Collection. Feedback has since told us that recruit talented sales people, ground owners not only desire this increased level floor and management, to expand These services, exclusive to Signature of luxury, but accompanying high end and complement its current, highly Collection, provide special holiday ‘hotel’ services too. successful team of professionals.
Perspective Magazine January-March 2016 73 ADVERTISER’S INDEX
S H I PI N D U S T R Y A C A T I O N O W N E R E C T I V EO N THEV A G L OBA LP E R S P
JANUARY-MARCH 2016
eE v WE SHAR iORLD PerspectTH E W
The Timeshare Owners Study A better understanding of timeshare owners - and the ones that got away! SUPPORTERS OF THIS EDITION
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74 Perspective Magazine January-March 2016 For a breath of fresh air, step inside.
Join us in Asheville, North Carolina May 21-24, 2016 C.A.R.E.’s 62nd Semi-Annual Conference
Visit one of the most unique hotels in the southeast, Crowne Plaza Tennis and Golf Resort, located only one mile from downtown Asheville on 125 acres of rolling hills. This full-service resort boasts amenities A to Z, from the Adelaide Spa & Salon to the new Zipline Canopy Adventure. The hotel is convenient to the Biltmore and the Great Smoky Mountains leaving you free to discover Asheville inside and out! Joining Forces to Deliver Outstanding Vacation Services For conference details, visit www.care-online.org. Perspective Magazine January-March 2016 75
C.A.R.E. MEMBERS INCLUDE: RESORT DEVELOPERS • PROPERTY MANAGERS • SERVICE PROVIDERS • TRAVEL CLUBS • TRAVEL AGENCIES • WHOLESALERS
DEV FULL PG AD NO CAR CONF FINAL.indd 1 8/13/15 1:17 PM 76 Perspective Magazine January-March 2016