Just the - Shell Vacations Hospitality

New
Included Inside:
Vacations for Vets
Billing Statement
Membership Fees
Transaction Fees
Banking Points
Discounted SVC
Points
Discounted Rental
For
Last minute Travel
Just
the
Facts
Page 2
Just the Facts …
Dear SVC Members,
We have redesigned our SVC semi-annual publication of Directions
to meet your needs. Our goal is to provide our Members with an
improved User Experience. We hope we have accomplished this by
creating two versions of Directions…Dynamic and Static.
Dynamic…A New streamlined Directions will get right to the point!
Feature articles about our resorts and their landscapes will be paramount.
Current activities and our latest resort renovations will help you to select
your travel destination. We will continue to showcase The Calendar of
Events which includes dates and locations of local festivals, events and
celebrations — information that our Members depend on to complete
their dream vacation.
Static…Information that typically doesn’t change from month to
month will be organized in our New Directions Annual Publication,
Just the Facts. How to read your Annual Billing Statement and
Banking/Saving your Points are just two of the topics you’ll find.
Please feel free to request hard copies of either booklet from
asktheclub@shellvacationsclub.com or visit our website at
www.shellvacationsclub.com/e-directions/magazine.jsp to
download a PDF version.
SVC Benefits Books
We are preparing for the release of the latest edition of the SVC Benefits
book which includes details for SVC Collections, SVCLifeStyles,
SVC Premium Perks and New Exchange Benefits.
In our efforts to help save the environment and “go green,” you can
download a copy of the most current SVC Benefits book by visiting
www.shellvacationsclub.com/benefitsbook.
However, if you would like to receive a hard copy of the most
current version, please email: ordercollateral@shellvacations.com
by February 1, 2013 and include your Member number, name and
address to where you would like the book to be shipped.
As always, it is an honor and a pleasure to
serve you.
Vacations for Vets
Your Shell Vacations Club Partner
Remembering Our Vets…All SVC Point donations are consolidated into a fund from which resort reservations will be made. SVC
Loyalty Points Program Members may donate points to Vacations for Vets on their SVC VISA® card! There is no minimum SVC Point donation
required and donations are not considered a transaction.
SVC Members who are interested in donating their SVC Points* to the program can authorize a donation by:
• Sending an email to AskTheClub@ShellVacationsClub.com or calling SVC Member Services at 1.877.SHELL.10; or
• Providing Member Services with your SVC Member ID and the amount of SVC Points you wish to donate.
A very heartfelt thank you to the SVC & LOYALTY MEMBERS who have donated POINTS through the Vacations for Vets program.
Since the program’s inception in July of 2009, 371 VETS from the US Armed Forces and Canadian Forces and their families have taken vacations
or have future vacations confirmed thanks to your generosity.
Thank you again for your support!
* This includes donations by SVC Members and SVC Loyalty Points donations by SVC Visa® cardholders. The IRS and the Canada Revenue Agency (CRA)
do not consider this a tax deductible donation. All donations are consolidated into a fund from which resort reservations will be made. The Points
deposited are spread between the US and Canadian forces based on the proportion of country of residence.
Page 3
THE BILLING STATEMENT
& ADDITIONAL MEMBERSHIP FEE INFORMATION
WHAT IS THE DIFFERENCE BETWEEN
MAINTENANCE FEES & CLUB FEES?
T his is a common question that we receive from SVC Members. There
are two fees that Club Members pay for the operation of SVC Resorts
and Member Servicing: a Maintenance Fee and a Club Fee.
1 What is a Maintenance Fee?
The costs involved in maintaining each resort are known as annual
maintenance or association fees. Separate owner associations help
determine each member’s fair share of maintenance costs related to
the resorts’ operations and are billed based on the number of Points
owned in an individual Home Club.
What does my Maintenance Fee cover?
Your fee goes towards the upkeep and care of the SVC Resorts within
your Home Club. It’s not unlike a traditional condominium association
fee, except that it covers the costs of considerably more services than
most residential developments. These include interior maintenance,
recreation facility care and landscaping, as well as housekeeping
supplies and linens, resort staff salaries, utilities, insurance, property
taxes, plus various administrative costs and replacement reserves.
The breakdown of each association’s budget will be included with the
annual statement.
2
What is included in the Annual
Club Fee?
As you know, every SVC Member pays an Annual Club Fee to ensure that
key Member Services, including SVC reservation and exchange services,
are offered at the highest standards you’ve come to expect from SVC.
• Toll Free Central Reservations
• Member collateral production,
(seven days a week)
updates and mailings
• Call center staffing
• Website and other technology
development /maintenance
• Two transactions included
• SVC Collections, SVCLifeStyles and
• Exchange Company annual
SVC Premium Perks programs
membership fees
• Member confirmations and other administration
mailings
ANNUAL BILLING 2013
10/01/2012
01/01/2013
5
1
2
3
4
5
1/11/2013,
3
Page 4
Just the Facts …
THE BILLING STATEMENT (CONTINUED)
3 What is the ARDA-ROC Voluntary Fee?
Your annual billing will include a $3.00 voluntary contribution to
ARDA-ROC. ARDA-ROC (American Resort Development Association’s
Resort Owners Coalition) is an organization of timeshare owners,
developers and managers of resort properties dedicated to protecting
the economic interests that timeshare owners have committed to their
vacation experience. If you do not wish to make the contribution, then
deduct the suggested contribution from the total bill. Contributions
to ARDA-ROC are not deductible as a charitable contribution. In
turn, ARDA-ROC will utilize these funds to continue to protect your
investment as timeshare owners. For more information on ARDA-ROC,
please visit www.ardaroc.com.
4 What is the Service Fee?
The Service Fee reimburses the association for billing costs. Every
member pays a $3.00 fee for each statement billed. If you pay annually,
you pay a one-time fee. If you pay monthly, you are billed 12 fees. If
you prefer to have your monthly payments automatically deducted
from your bank account, this can be done with Surepay. This would
reduce your monthly service fee from $3.00 to $2.00.
How do I enroll in the Surepay program?
Members can call SVC Equiant (877.33.SHELL) to obtain the necessary
forms.
5 What is the Minimum Payment?
The minimum payment required is for 1/12 of the annual Club and
Maintenance Fees due, the Service and ARDA-ROC fees (voluntary)
plus any past due amounts owed at the time of the statement date.
Please note, Direct Members are required to pay Club and Maintenance
Fees in full before booking.
Can I make payments online?
The SVC website also provides a convenient direct link to Equiant, SVC’s
financial services provider. Log onto www.ShellVacationsClub.com,
click on “Loan Information” to link to Equiant.com. On the Equiant
website, a secure online option is available for SVC Members to make
loan and maintenance fee payments, view payment history and find
answers to questions including loan and auto-withdrawal inquires.
You will need your Equiant account number and the last four digits
of your social security number or phone number to log onto the
Equiant site.
How do I get information on my account?
If internet access is not convenient, you can obtain the latest
information on your financial account by calling 1.877.33.SHELL to
access the Equiant 24/7 operator system, where you are able to retrieve
account balances for your maintenance fees and loans, as well as loan
daily interest rates.
Equiant Customer Service Hours
Equiant hours of operation: Monday through Friday, 7:30am to
6:00pm MST.
What are my payment options?
•The second page of the statement provides the total fee, semiannual,
quarterly and monthly payment options available. You won’t have
to decide in advance how much to pay. This second page will have
two options listed, one with ARDA-ROC included, the other option
without.
•If the semiannual or quarterly payment option is selected, you
will be automatically billed for your next installment. If multiple
months are paid, the system will not bill you until another monthly
bill is due. For example, if your monthly payment is $100.00 and you
pay for six months, you will not receive another statement until June
indicating your next payment for the month of July. The statement
will indicate your current balance, including any additional
charges incurred, any previous payment received and the current
amount due.
• You have the option to pay in full at any time, in which case you would
not receive additional statements for the rest of the year.
•For members receiving multiple statements, return all applicable
payment coupons to ensure payments are properly applied.
Additional Membership
Fee Information
What is included in the Enrollment Fee?
• Escrow Closing Costs
• SVC Membership setup
• Membership card design, production and mailing
• First year Exchange Company enrollment fee
• Club Fee for the remainder of the first year
What costs of services are not
covered by my membership?
Since every SVC Member utilizes different services at our various
resorts, some costs are not covered by your annual Maintenance Fee.
As a result, you may be billed for certain incidental services, including
telephone use, spa services and parking fees if applicable.
Housekeeping fees
Each SVC Member’s association fee includes a minimum of two
housekeeping services per year at SVC Resorts, depending on the
number of SVC Points you own. Fees for additional cleaning beyond
those described above are collected at the resort. The
housekeeping fees are based on the Home Club of the resort
and unit type.
Page 5
SVC Transaction Fees
Bank Your Points Online!
What is a Transaction?
Booking reservations, cancelling reservations and banking SVC Points are
all considered transactions. Any reservations, cancellations or banking that
you complete within the same business day and Use Year are considered
one transaction. Reservations include SVC Home Club or Affiliated Resorts,
SVC Collections or SVCLifeStyles benefits. External Exchange reservations
are not subject to Transaction Fees but require a payment of the Exchange
Company fees.
Your annual SVC Points expire at the end of your current
Use Year. SVC encourages members who may not be able
to use these Points, to bank them forward into your next Use Year. Banking
your SVC Points must be completed by the banking deadline, which is 120
days prior to the end of your current Use Year. As a courtesy, SVC mails or
emails a banking deadline letter to remind members about their expiring
SVC Points. If you’ve never received this letter, make sure the address SVC
has on file for you is up-to-date by calling 1.877.SHELL.10.
When am I charged a Transaction Fee?
Annual SVC Club fees include two transactions per Use Year, per
membership. After the first two transactions have been made, a member
is charged for each additional transaction based on the Use Year
associated with the SVC Points used.
We are frequently asked, “Why can’t I bank my Points past the deadline
date OR for an additional year?” Due to certain state regulations that
govern the timeshare industry, we are not permitted to bank Points past
the banking deadline. This is to minimize the convergence of demand into
any one Use Year, keep the SVC Points system in balance and ensure SVC
Members fair and reasonable access to SVC resort inventory.
The fee for transactions made online at www.ShellVacationsClub.com
is $17.50 and those made through SVC Member Services are $25.00 for
a telephone transaction.* (SVC Elite® Members receive unlimited SVC
transactions.)
Banking Points is easy!
What is an SVCLifeStyles Fee?
SVCLifeStyles is an optional fee-based program available only to
Shell Vacations Club members for SVC Points purchased from SVCdesignated sales centers. The current SVCLifeStyles fee is $5.00.*
How can I save on Transaction Fees?
• Plan ahead and make multiple reservations in the same day. All
transactions booked within the same calendar day that relate to the
same Use Year are considered one transaction. However, SVCLifeStyles
fees still apply.
•Save online! Transactions made at www.ShellVacationsClub.com
are $17.50 versus the $25.00 fee* for a telephone transaction.
*Fees subject to change without notice.
S a v i n g SVC Po i n t s
If you have Points that are about to expire, and are not ready to travel
yet, you can save SVC Points for Interval International® full-week and
ShortStay Exchanges.
•There is no minimum amount of SVC Points required to be saved
with Interval International®.
•SVC Points saved with Interval International® expire two years from
the deposit date. For example, if you save points on October 1, 2013,
they will be eligible for use on any Interval International® exchange
with occupancy dates on or before September 30, 2014.
•SVC Points can be saved by calling SVC Member Services at
1.877.SHELL.10.
•There is no fee required to save SVC Points and it is not considered
an SVC transaction.
1.Check the chart below against the Use Year Start Date listed on your SVC
Membership Card to determine your banking deadline.
2.Bank your unused SVC Points through one of these 3 ways prior to the
banking deadline:
•Log onto the “Members Only” section of the SVC website at
www.ShellVacationsClub.com/Banking Points. This option allows you
to bank online 24 hours a day.
•Email your request to AskTheClub@ShellVacationsClub.com.
•Call SVC Member Services at 1.877.SHELL.10.
Banking will only take a few minutes and prevents you from
losing valuable SVC Points for future use!
use year
start date
use year
end date
banking
deadline
January 1
December 31
September 1
February 1
January 31
October 1
March 1
February 28/29
November 1
April 1
March 31
December 1
May 1
April 30
January 1
June 1
May 31
February 1
July 1
June 30
March 1
August 1
July 31
April 1
September 1
August 31
May 1
October 1
September 30
June 1
November 1
October 31
July 1
December 1
November 30
August 1
Page 6
Just the Facts …
thanks for asking about…
STR ETCHING YOUR SVC POINTS
Discounted SVC Points Provide Exceptional Values on Travel Booked Less Than 45 Days from Departure
You get so much more out of your SVC Membership when you take advantage of Discounted SVC Points. You’ll enjoy beautiful SVC Resort accommodations
at a fraction of the regular SVC Point values!
If you are able to travel in less than 45 days, then here is a way to stretch your SVC Points. Occasionally, SVC discounts the number of Points required
to stay at SVC & Affiliated Resorts. Savings range from 10% to 40% off of the regular SVC Points per night. Reservations for Discounted SVC Points must
be made less than 45 days in advance of travel. Discounted SVC Points savings are perfect for members who are within driving distance of our resorts,
can take weekend trips or can just jump on a plane and go anywhere.
This program is available to all SVC Members including SVC Explorer and SVC Navigator Online.™ Discounted SVC Points’ offerings change frequently
and are only applicable to certain resorts at certain times.
To View Discounted Vacation Offers:
To Make A Reservation:
Log onto www.ShellVacationsClub.com/DiscountedPoints
or call SVC Member Services at 1.877.SHELL.10.
Log onto Point & Play™ at www.ShellVacationsClub.com/PointAndPlay
to book your getaway or call SVC Member Services at 1.877.SHELL.10.
All Discounted SVC Points offers are subject to availability. Discounted SVC Points’ stays can only be reserved 45 days or less from check-in date. Discounted SVC Points offers
cannot be combined with Dash Away Deals.
SVC POINT DISCOUNTS ON
LAST-MINUTE TR AVEL
Dash Away Deals Offer Big Savings on Vacations Booked 14 Days or Less from Departure
Here’s another way for you to save. With SVC’s Dash Away Deals, you can rent SVC Points at a deeply discounted rate, take your family on affordable vacations
and have a great time – for less! If you are an SVC Member including SVC Explorer or SVC Navigator Online™ and can travel in 14 days or less, this is the perfect
opportunity to save your annually allocated SVC Points by paying cash and take a last minute getaway to an SVC or Affiliated Resort.
With SVC’s Dash Away Deals program, members have the option to either rent all of the SVC Points required at a 40% discount off of standard rental point
rates or use their allocated SVC Points in conjunction with Rental Points.
So, if you’re ready for a long weekend, a mid-week bargain or just a getaway from home, keep Dash Away Deals in mind! All you have to do is decide where
you want to go!
• To make a Dash Away Deals reservation, log onto Point & Play™ (www.ShellVacationsClub.com/PointAndPlay).
• Upon completing your online reservation, select the Renting Points option to receive your Dash Away Deals offer.
Look for this pop-up:
•Reservations can also be made by calling Member Services at 1.877.SHELL.10.
•The length of stay must be six nights or less.
•Dash Away Deals cannot be combined with any other SVC Discounted Points offers.
Page 7
Reselling Your Membership? Seller Beware!
Selecting a Resale Company
.org
Some SVC Members have informed us that they have received phone calls
from timeshare resale companies promising to sell memberships or relief
companies promising to take their membership. Many such companies
ask for thousands of dollars up-front.
All resale companies are not equal. While there are resale companies
who work diligently to promote and sell timeshares, there are also some
that use gimmicks and do little to legitimately sell the timeshare interest.
Please do not list your timeshare with anyone asking for thousands of
dollars up-front! Often these companies claim to have a buyer ready and
waiting, only to have that buyer allegedly “fall-through” after they have
taken their money.
Many SVC Members have also been contacted by so-called “timeshare
relief” or “transfer” companies, often by postcard or mailer, seeking a
meeting. Many of these companies mislead the Member into thinking he/
she no longer owns the Membership when all the company has really done
is get the member to grant them power of attorney.
Many SVC Members have contacted us indicating they thought they
transferred the membership one or two years earlier, only to find out
they still are the owner of the membership and that the company they
transferred with has not even submitted transfer forms. Many of these
companies attempt to transfer the timeshare to a newly formed or fictitious
entity set up simply to default on the maintenance fee obligations to the
association, rather than the legitimate transfer to a new owner.
This practice hurts all other members—the association suffers when
members transfer their timeshare to a person or entity that will not pay the
maintenance fees associated with such timeshare.
Owners and Members receiving such offers should seriously consider
researching the history of the company contacting them (including
internet searches of complaints related thereto, Better Business Bureau
reviews of such companies, visiting the American Resort Development
Association [ARDA] website [www.arda.org], or contacting ARDA). Please
note that many of these companies quickly develop websites promoting
their services but include no physical address for complaints or questions.
Many of these “relief” companies operate under multiple names, and may
simply create new names after too many complaints arise under their
other names, even though the same principals are still involved in the
initial company and any successors.
ARDA has released six advisories to help consumers and timeshare owners
navigate through the secondary market, which includes timeshare
resellers, internet advertisers and other resale companies. The advisories
were developed to help dispel the growing misinformation and confusion
in the secondary marketplace. When you visit the ARDA website, you
can view these advisories by clicking on the “For the Consumer” link.
A link is also available through the SVC Members website. Additionally,
VacationBetter.org has created a comprehensive Resale Checklist and a list
of Do’s and Don’t’s when selling your timeshare.
Preferred Resellers — While SVC does not offer its own resale program, we recommend two resellers that extend special advertising
rates to SVC Members interested in selling their Points. Both companies have dedicated specialists who are knowledgeable about SVC and will
walk members through the process and costs.
866.205.2447
Monday - Friday 10:00 am – 6:00 pm EST; Closed Saturday & Sunday
Phone Number & Hours —
Sell My Timeshare NOW offers two options for SVC Members selling
their Points.
SVC’s Preferred Advertising Rate – SVC members will pay a
one-time discounted advertising rate of $499 versus their standard rate
of $599 and pay no commission fees. The buyer will be responsible for
all closing costs.
Option 1:
List with their full-service timeshare brokerage division.
Their broker service has a 15% commission or $1,500, whichever is
greater. Market commissions normally range between 20% and 40%. All
commissions and fees will be paid at the closing.
Option 2:
Phone Number & Hours — 800.693.1345
Monday – Thursday: 9:00 am – 7:00 pm EST;
Friday: 9:00 am – 7:00 pm EST; Saturday: 12:00 pm – 4:00 pm EST;
Closed Sunday.
SVC’s Preferred Advertising Rate: SVC Members will pay a one-time
advertising fee of $396.00 versus their standard rate of $598.00. The
buyer is responsible for all closing costs and commissions. The member
also has the option of paying the $396 posting fee in four monthly
installments of $99.00 each.
Please visit
www.ShellVacationsClub.com/ResellShell
for more information.
All rates are subject to change at anytime.
One Call Does It All
SVC Members
SVC Discovery Members
SVC Elite® Members
Explorer Members
1.877.shell.10
1.877.shell.11
1.877.svc.elte
1.877.shell.11
Interval Owners
Carriage Hills Resort • Carriage Ridge Resort • Inn at the Opera • The Legacy Golf Resort
Orange Tree Golf Resort • Paniolo Greens • Peacock Suites • Starr Pass Golf Suites
central reservations: 1.866.568.9995
All other Interval Owners should contact their home resort for questions and reservations. (Hours of operation will vary.)
SVC Loyalty Points Program Members
SVC VISA® Cardholders Redeeming SVC Loyalty Points
1.866.svc.5702
SVC World Points Hotline
1.800.433.5662
Hours of Operation
SVC & Explorer Members
Monday – Friday: 8:00 am – 11:00 pm EST Saturday & Sunday: 8:30 am – 6:00 pm EST
SVC Loyalty Points Program Members & Central Reservations
Monday-Friday: 10:00 am – 10:00 pm EST Saturday & Sunday: 10:00 am – 6:00 pm EST
SVC Discovery Members
Monday – Friday: 8:30 am – 9:00 pm PST Saturday: 9:00 am – 1:00 pm PST Closed Sunday
www.ShellVacationsClub.com
Shell Vacations Club • 40 Skokie Boulevard • Northbrook, Illinois 60062