It would be in the website's terms & conditions.
I know Bluegreen shut down some owner's online access a couple years ago when they beleived they were doing commercial rentals.
Did you assign all your points to Koala? If not, what do you do when you want to login to make a reservation using points you planned to use yoursel
I assigned about half of each from Wyndham and Marriott. That's a good question. I will have to ask. Here are the KOALA TERMS AND CONDITIONS.
KOALA Concierge Terms & Conditions:
Last Updated:
Mar 1, 2024
1. The “Parties”:
This agreement is made between GO KOALA Inc., a Delaware C Corp, and the enrolling VIP Member.
2. Acknowledgements
Member acknowledges and agrees to the following:
- KOALA Concierge is a benefit for qualifying Platinum Plus Members only.
- KOALA Concierge is a full service rental and portfolio management program.
- KOALA Concierge is available for qualifying timeshare brands only.
- KOALA Concierge is a full service rental program. Concierge Members agree to participate solely in the concierge program as instructed and will not use the listing service (assisted or otherwise) or fulfill booking requests from the Hub for the same brand enrolled in KOALA Concierge.
- Member will securely provide KOALA access to the Member timeshare portfolio and by the Member consenting to give said access to KOALA, KOALA will assume management of their timeshare portfolio for the purposes of creating and managing stays for guests and producing revenue for Member.
- This revenue (E), is for the purposes of providing a financial offset of ongoing fees and costs associated with timeshare ownership.
- By agreeing to terms and conditions, Member confirms they intend to use this revenue to offset ongoing fees or costs associated with timeshare ownership.
- Member understands that this program is not for commercial use.
- Cancellations: MEMBER SHOULD SPEAK WITH A KOALA REPRESENTATIVE BEFORE CANCELLING OR MODIFYING ANY BOOKING OR ACTIVE RESERVATION IN THEIR TIMESHARE ACCOUNT BEING USED FOR A KOALA LISTING, REGARDLESS OF ASSUMPTIVE USE. Failure to do so may result in financial damages to Members from KOALA if KOALA bookings are impacted in any way.
- Member has legal authority to utilize the enrolled timeshare interest and participate in KOALA Concierge and Platinum Plus Membership.
- Member is solely responsible for all applicable maintenance fees, taxes and dues payable on timeshare interest to remain in good standing with Member’s timeshare program.
- Member agrees to remain current on annual maintenance and, if needed, apply rental income towards maintenance fees to remain so.
- Member shall, without delay, provide KOALA with notice of anything that will prevent/jeopardize current or future use of Allocated Timeshare Points by KOALA.
- Membership Fees Are Recurring: Member agrees to an annual Membership fee charged directly to the Member credit card file with KOALA on the anniversary of Member enrollment date into the program.
- Once the annual membership fee is charged, it can not be disputed or refunded. It is incumbent upon Member to cancel membership before annual renewal.
- Any changes to this annual Membership fee will be clearly indicated at least one business day in advance of renewal.
- Member will not modify or cancel reservations made by KOALA. Doing so could incur financial damages to Member from KOALA.
- Member’s timeshare inventory under management must be eligible for guest certificate transfer.
KOALA agrees to the following:
A.KOALA agrees to maintain management services of all points or weeks committed into the Concierge Program by the Member for the duration of the Membership period unless otherwise indicated to you by our team
B. KOALA is an independent third-party service and brand for timeshare owners and vacationers and is not directly affiliated with any timeshare developer, company or program.
C. KOALA makes no representations or warranties that Member’s participation in KOALA’s Concierge Rental Program complies with the policies of and/or agreement(s) between Member and Member’s timeshare company. This remains the sole responsibility of the Member.
D. With KOALA, hosts are automatically protected by a $1 million dollar insurance policy and such, are protected against certain liability and unit damages that may occur while the guest is occupying a unit under a reservation in the Member’s account.
E. KOALA covers the basic booking or reservation fees, guest certificate transfer fees associated with rental management. This can change with notice at any time.
F. KOALA will NOT be is not responsible for non essential booking fees, reservation fees, guest certificate transfer fees or any other fees associated not related to a specific booking under KOALA Concierge or any fees related to misuse, accidental cancellations, re-books or erroneous changes incurred by Member.
3. Host Cancellation Fees
- Host cancellations can cause immense complications and reduce confidence in our marketplace. Host cancellations also seriously impact a guest’s vacation. It is imperative to maintain the status of ALL concierge bookings reserved in your account. Members may see unfamiliar activity in their account by the concierge team. As a result, it is required that all members speak to a KOALA representative before ANY reservations are moved or cancelled.
- Which Host Cancellations are affected by this change in policy?
Any and all Host/Club cancellations, whether accidental, purposeful or in conjunction with a rebook will be subject to these fees. Host Cancellation Fees will be subtracted from your next payout, or will be invoiced to you for immediate payment.
- Owner Responsibility and Terms of Use
It is the responsibility of KOALA Concierge to closely monitor all bookings and adjust based on traveler cancellations etc. However, Concierge members cannot cancel a reservation without authorization from KOALA, whether or not it is perceived to be associated with a KOALA Booking. This will prevent any mistaken cancellations and affected vacations. In the event that a Host cancels a reservation that is associated with a concierge booking, Host Cancellation Fees will be charged. Whether the cancellation occurs purposefully, accidentally or as a result of an attempt to rebook – the cancellation fees will be subtracted from the subsequent payout, or will be invoiced for payment immediately.
- Fee Schedule:
61 days or more: 20% penalty (of payout) + $99 administrative fee
30-60 days: 30% penalty (of payout) + $99 administrative fee
29 days to 49 hours: 50% penalty (of payout) + $99 administrative fee
48 hours or less until check-in: 100% penalty (of payout)
Owner-related check-in issues which result in delays of 2+ hours: $99 administrative fee.
4. Timeshare Details and Term of Agreement
- Platinum Plus + KOALA Concierge rental program (hereby referred to as “Concierge Rental Program” or “KOALA Concierge”).
- Once a Member assigns the allocation of points to the “Concierge Rental Program” or receives upfront payment for timeshare points or weeks in the “Purchase Program,” those points are now fully and exclusively for use by KOALA or KOALA’s chosen affiliates as determined by KOALA.
- These are known as “Allocated” Points or weeks. “Allocated” Timeshare Points or Weeks must be reallocated yearly with consent by the member.
- Under the “Concierge Rental Program,” Members can change the number of Allocated Timeshare Points by giving KOALA 7 (seven) days notice, unless points have already been allocated or utilized for concierge bookings or reservations.
- In the event of a membership cancellation, and provided their timeshare account remains in good standing, Member will retain VIP benefits for the remainder of the use year.
- CANCELLATION REQUIREMENT FOR POINTS UNDER MANAGEMENT: MEMBER CANNOT ALTER OR OTHERWISE INTERFERE WITH OUTSTANDING BOOKINGS PENDING A CHECK-IN. DOING SO WILL RESULT IN FINANCIAL DAMAGES AS RELATED TO REBOOKING OR ACCOMMODATING THE GUEST TO ANOTHER LOCATION.
- CANCELLATION REQUIREMENT FOR WEEKS UNDER MANAGEMENT: MEMBER CANNOT ALTER CANCEL OR OTHERWISE INTERFERE WITH ANY LIVE LISTING OR OUTSTANDING BOOKINGS PENDING A CHECK-IN. DOING SO WILL RESULT IN FINANCIAL DAMAGES AS RELATED TO REBOOKING OR ACCOMMODATING THE GUEST TO ANOTHER LOCATION. ALL WEEKS ENROLLED IN WUM ARE BEING ACTIVELY MARKETED. IF A MEMBER WISHES TO CANCEL OR DEACTIVATE A LISTING (THAT HAS NOT YET BEEN BOOKED), MEMBER AGREES TO INFORM KOALA IN ADVANCE OF ANY LISTING DEACTIVATION. NOT DOING SO COULD RESULT IN FINANCIAL FEES AS RELATED TO A CANCELATION.
5. Payouts
- Payouts will occur as per KOALA’S normal terms and conditions of platform use. Payout will be released 48 hours after check-in unless otherwise indicated. Payment usually takes 3-5 business days for receipt of funds depending on Member’s bank.
- Member must link their KOALA account and securely enter banking information into our Stripe gateway to receive payment. Note: KOALA does not retain, share or have access to your personal banking data. This information sits solely within Stripe.com.
- Holidays, weekends or heavy volume can delay payouts in some instances.
- As it relates to market conditions or extraneous factors, KOALA reserves the right to increase or decrease KOALA Concierge payouts for future bookings only. Pending payouts will not be changed without due cause.
6. Member Responsibilities
- It is the Member’s responsibility to preserve, bank or otherwise manage any unused points in order to avoid loss or penalty when nearing point expiration. KOALA will not be responsible for loss of points due to expiration.
- Member is responsible to ensure their account is in good standing, eligible for use on KOALA – including 3rd party guest certificate transfer – and is not susceptible to forfeiture or cancellations.
- Member will be responsible for monetary losses to KOALA or guests from any reservations cancelled by their vacation club or timeshare company as result of failure to comply with its terms and conditions.
- If the Member is not able to fulfill the obligation to provide the accommodations as agreed upon, as a result the following but not limited to: of cancellation of the reservation, non-payment of mortgage or maintenance fee the Member will be responsible for the cost of equal or superior accommodations, to be determined by KOALA and/or Host Cancellation Fees will be applied.
KOALA Responsibilities
- KOALA will be responsible for monitoring and following all cancellation policies in accordance with Member’s timeshare program for all reservations made by KOALA and Member will be responsible for all other reservations within Member’s Timeshare Interest.
- KOALA is not responsible for loss of points due to forfeiture from their vacation club. This forfeiture may be a result of default, maintenance fee late fees, failure to pay maintenance or misuse of timeshare Membership.
7. Usage of Inventory
- KOALA reserved the right to include all allocated Points Under Management, Weeks Under Management or other qualified confirmed reservations into the “Concierge Rental Program.”
- KOALA reserves the right to make available to guests and all allocated inventory into the “Concierge Rental Program” as necessary and priced at a market rate as determined by KOALA – provided it meets payout guidelines as indicated in Schedule A.
- Members will provide KOALA Concierge with the appropriate authorized access to market and manage points or weeks from their timeshare account to reserve, modify and/or cancel reservations as needed and required by KOALA.
8. Account Access
- Member consents to providing KOALA with the Member Username and Password in order to access the Member Timeshare Account.
- Member agrees that Username and Password for Timeshare Account must remain up to date so KOALA can provide portfolio management services and access to “Concierge Rental Program”.
- Member must provide 2FA access to KOALA Concierge as needed. Additional instructions will be provided during Membership Orientation.
- Member must provide access for the duration of their Membership and up to 7 days after the last check-in that was booked and managed by KOALA. Failure to do so may result in chargebacks or financial damages to Member if bookings are impacted in any way.
- In the event that a Member’s account becomes delinquent, or for any other reason that the account becomes inaccessible to KOALA, that owner becomes responsible for the full retail replacement value of all reservations that have been booked and confirmed with their points. In addition, the Member must immediately reimburse KOALA for any monies that have been previously issued for non-deliverable reservations.
9. Data Protection
KOALA will comply with all applicable requirements of the Data Protection Legislation. This clause is in addition to, and does not relieve, remove, or replace, a party’s obligations or rights under Data Protection Legislation. In this, Applicable Laws means (for so long as and to the extent that they apply to the Provider) the law of the United States of America and the law of any specific Member state and/or Domestic US law.
10. Schedule A
Specific payouts other than listed amounts will be indicated in writing from an official KOALA representative’s email
10 a. Points Under Management (PUM)
Exclusive Right To Rent: All points allocated to Points Under Management are exclusive to
KOALA unless otherwise indicated by an official KOALA Concierge representative. If a confirmed booking requires a cancellation due to non-exclusive misuse, then the associated member would be liable for Host Cancellation Fees plus an administrative cancellation fee of $99.
A Member can unenroll an allotment of PUM at any time prior to a confirmed reservation or booking which uses those points.
Club Wyndham + Worldmark
Club Wyndham:
KOALA shall pay Member from the rental of the Member’s Allocated Timeshare Points based on rates as per the schedule below. The schedule below indicates how payouts vary depending Club Wyndham membership level and date & distance to points expiration. With advanced notice, KOALA may propose an increase or decrease the scheduled payouts based on market conditions
for new bookings only. KOALA will never alter payouts for completed or pending bookings once confirmed provided these terms are met by Member. Funds are released 48 hours after check-ins. Payments may take 3-5 business days to deposit into the Member’s account.
1. “Standard Payouts'' are defined for members with points available for 9-12 months of use prior to expiration. Standard Payouts for Club Wyndham Membership levels are as follows (per 1,000 points):
- Founders and Platinum: $7.00
- Gold: $6.00
- Silver: $6.00
- Bronze/Plus $4.00
2. “
Endangered Points Payouts'' are defined for members with points available for less than 9 months of use prior to expiration. Endangered Points Payouts for Club Wyndham Membership levels are as follows (per 1,000 points):
- 6-9 months of points usage available prior to use year expiration:
i. Founders and Platinum: $6.50
ii. Gold: $5.50
iii. Silver: $5.00
iv. Bronze/Plus $4.00
- 3-6 months of points usage available prior to use year expiration:
i. Founders and Platinum: $6.00
ii. Gold: $5.00
iii. Silver: $4.00
iv. Bronze/Plus $4.00
- 3 months or less of points usage available prior to use year expiration:
i. Founders and Platinum: $5.00
ii. Gold: $4.00
iii. Silver: $4.00
iv. Bronze/Plus $4.00
Worldmark by Wyndham
KOALA shall pay Member $0.04-$0.07 (4-7 cents) per point of the Member’s Allocated Timeshare interest and funds are released 48 hours after check-ins. Payments may take 3-5 business days to deposit into the Member’s account.
1. “
Standard Payouts'' are defined for members with annual Club Points available, which can be “saved” . Standard Payouts for
Worldmark by Wyndham are as follows:
- 9-12 months of points usage available prior to use year expiration: $0.07
- 6-9 months of points usage available prior to use year expiration: $0.06
- 3-6 months of points usage available prior to use year expiration: $0.05
- Less than 3 months of points usage available prior to use year expiration: $0.04
HGV + HGV MAX + Diamond Resorts
Hilton Grand Vacations & by Hilton Club (Not HGV Max):
KOALA shall pay Member $0.12-$0.16 (12-16 cents) per point of the Member’s Allocated Timeshare interest and funds are released 48 hours after check-ins. Payments may take 3-5 business days to deposit into the Member’s account.
1. “
Standard Payouts'' are defined for members with annual Club Points available, which can be “saved” . Standard Payouts for Hilton Grand Vacations are as follows:
- 9-12 months of points usage available prior to use year expiration: $0.16
- 6-9 months of points usage available prior to use year expiration: $0.155
- 3-6 months of points usage available prior to use year expiration: $0.15
- Less than 3 months of points usage available prior to use year expiration: $0.14
2.
“Endangered Points Payouts'' are defined for members with Bonus points which cannot be saved. Endangered Points Payouts for Hilton Grand Vacations are as follows:
- 9-12 months of points usage available prior to use year expiration: $0.14
- 6-9 months of points usage available prior to use year expiration: $0.13
- 3-6 months of points usage available prior to use year expiration: $0.125
- Less than 3 months of points usage available prior to use year expiration: $0.12
HGV Max (Upgraded from Diamond Resorts)
KOALA shall pay Member $0.10-$0.16 (10-16 cents) per point of the Member’s Allocated Timeshare interest and funds are released 48 hours after check-ins. Payments may take 3-5 business days to deposit into the Member’s account.
1. “
Standard Payouts'' are defined for members with annual Club Points available, which can be “saved” . Standard Payouts for Hilton Vacation Club (HGV MAX) are as follows:
- 9-12 months of points usage available prior to use year expiration: $0.16
- 6-9 months of points usage available prior to use year expiration: $0.14
- 3-6 months of points usage available prior to use year expiration: $0.12
- Less than 3 months of points usage available prior to use year expiration: $0.10
DVC
Disney Vacation Club:
KOALAshall pay Member $16 per Vacation Point used and funds are released 48 hours after check-ins. Payments may take 3-5 business days to deposit into the Member’s account.
Marriott Vacation Club:
KOALA shall pay Member 80% of the Gross List Price on KOALA. The Gross List Price is the price listed on the KOALA platform before platform fees and taxes.
KOALA shall pay Member from the rental of the Member’s Allocated Timeshare Points based on rates as per the schedule below. The schedule below indicates how payouts vary depending Marriott Vacation Club's contract level and date & distance to points expiration. With advanced notice, KOALA may propose an increase or decrease the scheduled payouts based on market conditions
for new bookings only. KOALA will never alter payouts for completed or pending bookings once confirmed provided these terms are met by Member. Funds are released 48 hours after check-ins. Payments may take 3-5 business days to deposit into the Member’s account.
1. “Standard Payouts'' are defined for members with points available for 9-12 months of use prior to expiration. Standard Payouts for Marriott Vacation Club's contract levels are as follows:
- Annual: $.060
- Banked: $0.50
- Plus/Bonus: $0.50
- Hold $0.45
2. “
Endangered Points Payouts'' are defined for members with points available for less than 9 months of use prior to expiration. Endangered Points Payouts for Marriott Vacation Club's contract levels are as follows (per 1,000 points):
- 6-9 months of points usage available prior to use year expiration:
- Annual: $.055
- Banked: $0.45
- Plus/Bonus: $0.45
- Hold $0.40
- 3-6 months of points usage available prior to use year expiration:
- Annual: $.050
- Banked: $0.40
- Plus/Bonus: $0.40
- Hold $0.35
- 3 months or less of points usage available prior to use year expiration:
- Annual: $.045
- Banked: $0.35
- Plus/Bonus: $0.35
- Hold $0.35
Bluegreen Vacations:
KOALA shall pay Member $0.032-$.10 (3-10 cents) per point of the Member’s Allocated Timeshare interest and funds are released 48 hours after check-ins. Payments may take 3-5 business days to deposit into the Member’s account.
- “Standard Payouts'' are defined for members with annual or first-year biennial points available, which can be “saved” (rolled over in Bluegreen Vacations Club).Standard Payouts for Bluegreen Members are as follows (per point):
a. 9-12 months of points usage available prior to use year expiration: $.010
b. 6-9 months of points usage available prior to use year expiration: $.09
c. 3-6 months of points usage available prior to use year expiration: $.08
d. Less than 3 months of points usage available prior to use year expiration: $.07
- “Second-Year Points Payouts” are defined for members with second-year biennial points, which cannot be “saved” (rolled over in Bluegreen Vacations Club). Second-Year Payouts for Bluegreen Members are as follows (per point):
a. 6-12 months of points usage available prior to use year expiration: $.07
b. 3-6 months of points usage available prior to use year expiration: $.06
c. Less than 3 months of points usage available prior to use year expiration: $.05
- “Restricted Points Payouts” are defined for members with saved (rolled over) points, which have restrictions within Bluegreen Vacations Club. Restricted Points Payouts for Bluegreen Members are as follows (per point):
a. 9-12 months of points usage available prior to use year expiration: $.06
b. 6-9 months of points usage available prior to use year expiration: $.05
c. 3-6 months of points usage available prior to use year expiration: $.04
d. Less than 3 months of points usage available prior to use year expiration: $.032
- “Endangered Points Payouts” are defined for members with anniversary points which cannot be saved (rolled over in Bluegreen Vacations Club). Endangered Points Payouts are as follows (per point):
a. 3-12 months of points usage available prior to use year expiration: $.032
b. Less than 3 months of points usage available prior to use year expiration: n/a (not accepted)
All other brands & Resorts:
KOALA shall pay Member 60% of the net rental rate of the Member’s Allocated Timeshare interest and funds are released 48 hours after check-ins. “Net” means - earnings after any related fees (including but not limited to: booking fees, reservation fees, exchange fees, guest certificate, points management or rescue fees) required to secure booking. Payments may take 3-5 business days to deposit into the Member’s account
10 b. Weeks Under Management (WUM)
Concierge Listings Guide
If a member does not have an approved week reserved and submitted, WUM Members will receive the
Concierge Listings Guide. Concierge Listings Guide (or WUM Guide) is a comprehensive list of acceptable listings with suggested prices that qualify to enroll in Weeks Under Management. Members can cross check this list with available weeks in their timeshare account and make reservations accordingly. Concierge Listings Guide presents suggested inventory and does not imply any availability. Matching suggested inventory with availability in one’s timeshare system may require booking far in advance for best results.
Payouts
Week Under Management enrollment requires
pre-booked inventory for approved resorts and dates as either determined by the concierge team or any listing(s) on the Concierge Listings Guide. KOALA shall pay Member
80% of the
Gross List Price on KOALA. The Gross List Price is the price listed on the KOALA platform before platform fees and taxes. This rate will be agreed upon by the Member and Concierge Rental Specialist. Lower offers will be presented for approval to Member. Weekly rentals are not guaranteed and Member must list within the price range provided by our Concierge Specialists
Membership Consultation: It is the expectation of KOALA Concierge to work diligently and efficiently and, most importantly, to get our concierge members bookings.Considerations with both time allocation and consultative efficiency contribute to better rental results for members. As such, Platinum Plus Members are entitled to 1 (one) initial thirty minute phone consultation with a Concierge Specialist each year. If requested, Platinum Plus Members can receive 1 (one) additional 15 minute follow-up consultation with their dedicated Concierge Specialist to review pricing and performance and adjust as needed. During the initial consultation, the Member will be expected to confirm their brand(s), usage availability, status of their timeshare account, and any and all confirmed reservations eligible and allotted for WUM enrollment. No other consultations can be guaranteed or honored unless otherwise approved by KOALA Concierge. Our Customer Success Team and dedicated Membership line will be available to provide ongoing customer service for our Concierge and VIP Members. Based on market conditions a Concierge Specialist may periodically reach out to suggest pricing adjustments or trading for alternative inventory.
Exclusive Right To Rent: Weeks Under Management enrolled inventory is verified at time of enrollment and considered instantly bookable. As such, any and all inventory enrolled in Weeks Under Management is exclusive to KOALA unless otherwise indicated by an official KOALA Concierge representative. If a confirmed booking requires a cancellation due to non-exclusive misuse, then the associated member could be liable for re-accommodation charges, plus an administrative cancellation fee of $99. A Member can unenroll a WUM at any time prior to a confirmed booking. Member must inform a KOALA representative prior to changing, updating or canceling any active listing’s status or availability in their personal timeshare account.
Qualification and Process for WUM
Members must either have qualifying inventory already reserved (with valid proof of reservation) or be willing to reserve select inventory from the Concierge Listings Guide to enroll into WUM
- Confirmed Reservations: owner has desirable week pre-reserved from qualifying brands. Once enrolled, the owner must send confirmation details to the Concierge team for verification and pricing.
- Suggested Listings: during the Initial Owner Consultation, the KOALA Concierge Specialists will share the document “Suggested Listings'' with new Members. This will instruct them to reserve particular weeks within each brand’s system. This does not imply that those weeks are currently available. If none of the suggested listings are available, Member can either elect to wait for a subsequent year usage or simply choose another week within Suggested Listings. Discuss options with a Concierge Specialist prior to making any reservation. Once a week is reserved, send confirmations to KOALA or your Concierge Specialist.
- Qualifying WUM brands:
● Marriott Vacation Club
● Hyatt Vacation Club
● Westin Vacation Club
● Sheraton Vacation Club
● Vistana Signature Experiences
● Hilton Grand Vacations
● Hilton Vacation Club (formerly Diamond Vacations)
● Ritz-Carlton Destination Club
● Four Seasons Residence Club
● Timbers Resorts
● Disney Vacation Club
● Other Brands as approved by a Concierge Specialist
