LETTER FROM CHAIRMAN

December 2012

This time I would like to discuss and elaborate on the many ways of protecting the customer’s interests. And towards this end we worked really hard to fine tune the Sales Disclosure Document given to customers by AIRDA member resorts. The Sales Disclosure Document is like a safety clause and a lifeline – with a backdrop given by the sales team on a customer’s rights, responsibilities, use of facilities and product features.  

It is important that the Sales Disclosure Document is read by customers, in conjunction with the sales contract. In addition to explaining product features within the purchase plan, we think it is necessary that the sales team provides all clarifications and explains terms and conditions in detail.

We have found over the years, the better a customer understands the product, the more acceptable “timeshare” is to him, in the way it operates here in India and within the AIRDA network.

Coming to specifics, customers need to understand that there are no other rights as to ownership, either legal or material in the membership. The contract offers the customer a “right to use” entitlement, giving him one week per year for the membership period. This is where customers also need to understand the vacation planning process– including the subject-to-availability clause on shifts from seasons owned. What is relevant here in terms of clarity is the mechanism of exchange on vacations outside the “home resort” and the related costs involved.

Another key aspect that customers need to know in practical detail is the costing structure outlined by AIRDA member resorts - including annual maintenance charges and exchange fees. Customers invariably find it reassuring that AIRDA member resorts do not charge any utility fee for exchanges within the AIRDA network. Though billable figures might vary due to the location and luxury status of the property, the basic structure for AIRDA member resorts is standardized as a matter of conformance.

What most customers overlook is that fact that unused portions of the membership can be gifted / rented / bequeathed to friends, relatives and others – you just need to pay the necessary fees against terms and conditions that will be applicable. This piece of information is very useful from the customer’s point of view.

As a backdrop to the sales presentation exercise, the prospective customer is given an overview of the many roles that AIRDA plays in the interface between resort member and end-customer, including the customer support role played by us. Part of the story here is the briefing on AIRDA’s Code of Ethics document, which customers will find very useful.

Finally, the last guideline, but not the least - we want every customer to know that he is eligible to obtain a refund during the ten-day cooling period – this is something that needs to be known and understood, in addition to other guidelines regarding refunds.

I do hope you find this summary useful – it’s one of the many ways we try to be close to the customer at AIRDA.

B. S. Rathor
Chairman, AIRDA

Here’s brief outline on AIRDA to complete the picture for you.

The All India Resort Development Association (AIRDA) is a self-regulated, independent advisory dedicated to the timeshare and vacation ownership industry. AIRDA’s primary members are resort owners, who benefit from AIRDA’s constructive sharing of ideas and strategies on the running and promotion of timeshare. AIRDA works closely with members to cut a clean image in the industry and offer fair value to end customers. AIRDA also represents the industry and lobbies with the government on policy issues that could have a bearing on timeshare and vacation ownership in the country.

AIRDA has a balanced end-customer focus and provides updated information on the official website. This covers the timeshare marketplace, advice on making informed choices on vacation ownership and assistance on complaint redressal, if any.

AIRDA is an affiliated member of the American Resort Developers Association.