The letter arrived looking much like many other pieces of junk
mail: "Congratulations! You are in a very select group! You have
been selected to receive one of the following gifts with a retail
VALUE OF UP TO $800."
For details on how to receive "this exciting package", which
promised one, two or four nights' free accommodation in various
hotels owned by the Accor group, we were urged to call a free
number "within 72 hours of receipt of this letter!"
In the fine print on the back, the letter disclosed that the
promotion was designed for couples or singles earning more than
$50,000 a year and you had to attend a 90-minute timeshare
ownership presentation to get the gift.
Which was how, a few weeks later, my husband, our four-year-old
daughter and I ended up in a suite in Melbourne's Mercure Grand
Hotel, listening to a young saleswoman preach the virtues of Accor
Premiere Vacation Club (APVC), a joint venture between the global
Accor hotel group and Melbourne's Becton property development
group.
In essence, what she was promising was one week's holiday each
year, until 2080, at 12 club-owned properties in Australia, for a
capital outlay of about $20,000 and an annual maintenance fee of
about $500.
Our plan was to listen to the compulsory sales spiel, then bolt
with our voucher for four nights in Noumea. Three hours later, when
we finally escaped to pick up our other daughter, we had signed up
and paid a $2000 deposit.
How did this happen? Partly, it was the high-pressure sales
tactics. Rather than sitting back in a room full of people and
snoozing through a general presentation, the five couples at our
seminar each had their own club salesman taking them through how
often they went on holidays, where, why, how much it cost, how much
they thought holidays for 80 years would cost and, finally, how the
club worked (see panel).
There was a video of delighted members extolling the virtues of
the club, a whiteboard with photos of the club's resorts around
Australia, vouchers for free meals and - most worrying of all - a
"special deal" with extra benefits and a reduced price if we signed
up on the spot.
The alternative deal, for those who did not sign up on the day,
was so unattractive that our saleswoman admitted no one had ever
taken it.
But the main reason we signed up to something we had no
intention of buying was that the saleswoman finally confessed -
after my lawyer husband asked - that there was a five-day cooling
off period.
So we could sign, have a few days to go through the product
disclosure statement and the maths, then pull out if it didn't
measure up.
And, after going through the 70 pages with a highlighter pen,
and doing some number crunching, we reluctantly concluded that it
seemed to make sense for our family. Not as an investment that we
will make a fortune selling. That was the trap that the
much-discredited timeshare industry fell into when it emerged back
in the 1970s and 1980s. Rather, it is more of a lifestyle decision
to make us take a family holiday each year and make organising it
easier.
As for finances, using some equity in our house to lock in 75
years of holidays in 2005 dollars seemed to make sense, before
private school fees and perhaps cutting back on work reduced our
disposable income.
Financial planner Louise Biti, the head of technical services at
Asteron, says this sort of purchase should be treated as a
lifestyle decision about how and where you want to spend your
holidays, rather than as an investment.
Biti says some of the issues to consider include whether you can
redeem your purchase; restrictions and limitations on the
accommodation offer; the real cost of any loans schemes offered by
the promoters to fund the purchase; and any ongoing fees.
And what of the sales tactics? If the "holiday club" concept is
so good, why does APVC sell it so hard?
The club's chief executive, Martin Kandel, says he likes to
describe his sales staff's approach as enthusiastic and passionate,
rather than aggressive. He says timeshare, because of "the bad old
days", is very tough to sell.
"We are trying to sell a product nobody thinks they want, to
people who are at a seminar just to get the free gift and who are
determined not to buy anything," Kandel says.
"No one likes to be asked for a decision on the day, but the
product is really intangible. A lifetime of holidays is not easily
demonstrated. At best, we have a couple of hours to persuade people
[of the benefits]."
Kandel says the sign-up rate at the presentations is about 12
per cent, of which 22 per cent will exercise the cooling-off
clause.
He says that in Australia the sales task is tougher because
timeshare purchases are regulated as a managed investment scheme,
under the supervision of the Australian Securities and Investments
Commission (ASIC). In 2002 the commission took action against the
biggest industry player, Trendwest, for misleading and deceptive
conduct over its sales seminars.
Greg Tanzer, the commission's executive director of consumer
protection, says it still gets complaints about the timeshare
industry, primarily to do with how it is sold.
"The bounds of the law are that you can't harass, coerce,
mislead or deceive people," Tanzer says. "But that still leaves
room for some quite heavy sales tactics. For many people it is
quite confronting."
He says people should think very carefully about why they are
signing up, read the product disclosure statement thoroughly and
remember they are making a lifestyle decision rather than a
financial investment.
"I'd like to emphasise the availability of the cooling-off
period. And if people do feel that the timeshare is being sold as
an investment opportunity, or that the sales tactics are misleading
and deceptive, or overbearing, they should contact ASIC."
Points taken
Timeshare is the fastest growing segment of the tourism and
leisure industry globally, according to the World Tourism
Organisation, after the entry in recent years of global hotel
brands such as Marriott, Hilton and Sheraton.
Australia is a long way behind the membership levels of the US
and Western Europe, with about 150,000 Australians owning some form
of timeshare at 150 resorts.
Laura Younger, the general manager of the Australian Timeshare
and Holiday Ownership Council, says the industry is very different
to the original concept of buying a week's holiday in the same
place every year. The development of global exchange companies,
including Interval and RCI, allows people to "trade" their week
with other timeshare owners in different countries. In addition,
the new "points" model allows members to purchase an annual
allocation of points, which can then be used at different resorts
for as many nights as their points allow.
The biggest operator in Australia is the US company Trendwest,
which has close to 30,000 members taking holidays at 12 resorts
along the east coast of Australia, two in New Zealand and one in
Fiji, plus access rights at 60 resorts in the US, Canada and
Mexico.
A Trendwest spokesman says it signs up 150 to 200 members each
week, mainly married couples in their 30s and 40s with young
children.
Accor Premier Vacation Club, a joint venture between the global
Accor hotel group and Melbourne's Becton Corporation, has 12,500
members (about double the number of a year ago), using 12
club-owned properties in Australia.
The club's chief executive, Martin Kandel, says it expects to
have about 20,000 members by the end of next year, after opening a
Singapore office in March, and has several more resorts in the
pipeline, including one in Bali.
Typical members are couples in their 40s with children.