Be transparent with customers and reap the benefits

An Executive Committee member of Indian timeshare body the All India Resort Developers Association (AIRDA) says being transparent with customers – particularly those that are new to the product – is critical to the success of the industry.

In his latest address to members, B. S. Rathor, principal advisor of the AIRDA Executive Committee, said the organisation is constantly worked to share information on different aspects of timeshare that could be useful to current and prospective customers.

He said: “Your understanding of timeshare becomes really relevant during the signing up process with your resort. This is when you need to ensure that the resort makes things totally transparent, by taking you through every aspect of the product and service that you need to know about.”

B. S. Rathor

Rathor cited the Sales Disclosure Document – developed exclusively for AIRDA member resorts, to be shared with current and prospective customers – as the perfect example. The document needs to be seen by customers in conjunction with the Sales Contract, and is seen as a “customer-transparency measure from the organised and regulated sector of the Indian timeshare industry”.

He also outlined the content of the Sales Disclosure Document, which aims to ensure that:

• The purchaser/customer has fully understood The Vacation Ownership offering (timeshare) and product from the Sales Team of the resort
• The purchaser has fully understood that the membership is a “Right to Use” of one-week-per-year for the duration of the contract period
• The seller (Sales Team) has explained the costing structure – including aspects such as Annual Maintenance charges and fees that need to be paid towards exchange
• The purchaser has understood the options and modalities of ‘exchange’ on vacations outside the home resort, and is aware of all related costs, guidelines and conditions that apply.
• The membership terms and conditions have been fully explained to the purchaser – including cancellations and refunds
• All information has been shared about resort features and amenities within the purchase plan. It is also useful that the seller explains The Vacation Planning process
• The purchaser has understood that the unused portion of the membership can be gifted/rented/bequeathed to friends/relatives and others, upon payment of necessary fees
• The purchaser has been shown the mandatory portion of the Code of Ethics as part of the marketing documents detailed and discussed by the seller
• The purchaser has been informed about the customer support role played by AIRDA.

Rathor said the document was in the interest of the purchaser / customer and covers assurance aspects that he may not have been aware of during the signing up process.

“It is always useful to get the complete picture, before you sign on the dotted line,” he said.

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