The Accreditation Process


TATOC set a bold new mission statement in March 2008. 

“TATOC exists to safeguard and enhance the timeshare holiday experience for existing and prospective users and to be the voice of owners”.

The mission statement requires TATOC to be proactive in its involvement with resorts if it is to fulfil this charge, and to take an active interest in maintaining and improving standards of provision and service. 

The TATOC Resort Accreditation Programme gives the resort a real opportunity to prove that it meets the gold standard of holiday experience for guests and owners alike. It demonstrates an openness and willingness to involve owners in formulating the fundamental attributes and ethos of the resort, as well as ensuring that all facilities and services are of the highest quality.

The result is a justifiable pride for management and staff and a mutual trust and understanding between them. The TATOC accreditation flag flying from the masthead gives purchasers as well as exchange visitors and guests, an assurance that, judged from a consumer’s rather than a developer’s or management company standpoint, the holiday experience provided is one of real value.

The TATOC accreditation team considers aspects such as:

  • The standard of accommodation and leisure facilities.
  • The marketing that brought a guest or owner to the resort complex.
  • The health, fire and safety standards at the resort.  
  • The sales practices at the resort.
  • The customer service levels provided by the resort, before, during and after a visit.

As well as many other more detailed considerations such as investment in staff training. 

Resorts that meet the criteria are given a Certificate that is valid for three years from the date of the accreditation award.
 
What are the benefits to a resort? 

During the 80’s & 90’s the reputation of timeshare in Europe unfortunately became denigrated for most of the organisations that operated within the industry for the last thirty years – it affected even those organisations that have always adhered to legislation, acted with honour and integrity and the consumer’s best interests in mind.  

Any resort applying for and passing the accreditation process will be declaring themselves to be open and honest operators - resorts that have nothing to hide and everything of which to be proud. 

As TATOC is the only elected Consumer Association for timeshare owners in Europe, the accreditation should be viewed as wholly independent of commercial influence, not shrouded in politics or bureaucracy of any nature and something that is being conducted with the ultimate best interests of the consumer in mind.  A

Areas for inspection 

  • Clear evidence that the resort complies with all current European Legislation for timeshare and has a system for identifying any potential new legislation.
  • Full disclosure of the resort’s code of ethics for sales. TATOC will need to see a written summary of the resort code of ethics for selling. TATOC will also seek confirmation that sales people are aware of this code of ethics and are adhering to it. To avoid any doubt, establishing that resort sales staff are aware of the resort’s code of ethics for sales may involve mystery shoppers. 
  • All sales and marketing literature (whether printed or on the web) should make it clear exactly what the consumer is being sold or invited to attend i.e. a timeshare holiday /presentation. This ruling includes the use of copy on websites and in any marketing materials or vehicles used by suppliers - e.g. marketing suppliers, sometimes referred to as fly buy companies.  
  • Clear evidence must be supplied that a robust complaint handling process exists at the resort. This may involve TATOC making telephone calls (with their permission) to people listed on the complaints database. This will be to establish that consumer complaints are being handled in line with the published process. 
  • Evidence will be required that the appropriate fire, safety and food hygiene legislation and standards that prevail in the region where the resort is located are followed and met.  
  • Evidence of a relevant and current public liability insurance policy that suits all the needs of the resort, its staff and members and committee. 
  • Provision of a copy of the timeshare club constitution / articles and memorandum / club rules that allow the relevant setting and collection of maintenance fees, for the purpose of maintaining standards of the resort. 
  • Provision of a system that addresses all complaints and issues that may be received by TATOC from the resort’s guests. 
  • The standards of both accommodation and public areas to ensure they are fit for the purpose described, hazard free and are appropriately presented in all promotional materials. Evidence of procedures in place for informing clients when advertised items will not be available during their stay. 
  • Evidence will be required that the resort company is in a healthy financial condition and can meet its responsibilities to resort guests, owners and suppliers. This may involve requests for copies of the resort and refurbishment accounts.
  • TATOC will need proof of the existence of an active owner’s association or an owners’ committee or member input that shows the resort takes an active interest in the interests of owners, solicits their opinions / feedback and acts upon the feedback provided. 
  • As the individual owners of resort weeks / points are the most important resource of a resort, evidence of constant and effective communication between the resort developer, Management Company and the owners or owners’ association / committee will be required. 
  • A letter from the resort’s appointed trustee or similar that confirms the standing of the resort in relation to the Trustee Agreement or similar and associated legal requirements. 
  • Evidence will be required of an employees’ procedures manual and that they have access to it and know its contents. Such manual should cover all parts of the operation including sales. 
  • When a resort applies for an accreditation, pays the appropriate fee and submits the required paperwork (related to the criteria), a trained TATOC Accreditor will be appointed to the resort. 
  • The Accreditor will establish contact with the nominated person at the resort and assuming the examination of all the requested documentation is satisfactory, the resort visit will be organised at a mutually convenient time for the Accreditor and the resort. This may necessitate the need for overnight accommodation to be provided for the Accreditor dependent upon where the resort is located the Accreditor may require more than one night’s accommodation. It is not expected that more than two nights’ of accommodation will be required. The Accreditor will need to set an agreed schedule for the resort visit. This will tie in with the criteria outlined on page two of this document. The TATOC office will confirm what is required in writing (e-mail) well in advance of the inspection. The resort may be required to provide copies of certain information, such as Public Liability Insurance certificates etc, etc. At no point during the accreditation process will the Accreditor advise the resort as to whether they are faring well or have passed or failed. Whether a resort passes or fails an accreditation, the communication will be provided in writing by the CEO of TATOC or a nominated deputy at the earliest opportunity. If a resort fails an accreditation inspection, the reason for failure will be clearly documented by letter. The resort will have an opportunity to address the area for failure and reapply. This might require a second visit. 

What happens in the event of complaint about an accredited resort? 

TATOC hopes that resorts do a very good job of representing themselves throughout the Accreditation Process and succeed in winning an accreditation.
However, if there are in the future complaints that warrant investigation by TATOC and the complaints are proven to be a breach of the accreditation criteria, the resort may have its’ Accredited Certificate removed. 

Read more about the Resort Accreditation Program

If you would like your resort to be considered for Accreditation please complete and return the Accrediation Application Form

If you have any enquiries about accreditation please contact Harry Taylor by email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it