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Page 1: FAQ’s Hatteras Realty By Wyndham Vacation · PDF fileFAQ’s Hatteras Realty By Wyndham Vacation Rentals Wyndham General: What does this change to Wyndham mean to me as an owner?

FAQ’s Hatteras Realty By Wyndham Vacation Rentals

Wyndham General: What does this change to Wyndham mean to me as an owner?

o You will see very little change. You will receive additional benefits through the Wyndham

Home Exchange Program (to be rolled out later this summer). And, through the broad expanse

of the Wyndham products, Hatteras Realty will have a broader reach in marketing which in turn

should bring more business to Hatteras Island.

Is there a geographical area where Wyndham has already been (moved into) that is comparable to

Hatteras Island and could they share results of that move which includes their successes, failures or at

least challenges if failure is too strong a word?

o The most recent purchase prior to Hatteras Realty was Kaiser Realty in Gulf Shores, AL. Kaiser

continues to be successful. They have not lost any of their key personnel, nor have they lost any

more properties than they did before their purchase by Wyndham (normal attrition rates).

Wyndham has worked hard to improve their integration process with each new purchase so that

the operations continue to run smoothly. We understand that the ultimate goal is to provide a

great vacation and to take care of our owners and guests. Thus, we have timed our purchase so

as not to interrupt the busiest rental time of year.

What vision do they have for management of properties in the future? (I think everyone is interested in

management details that may change in time, but I am more interested in their management philosophy

and the culture they will bring to the company.)

o Each location has its own personality and philosophies which have served them well. Our goal

is to enhance those and to make the business stronger. We feel that our Vacation Rental Bill of

Rights (VRBoR) outlines what every guest should expect; Our “Count on Me” customer service

philosophy extends to owners, guests and associates. Our Green initiatives reflect our

philosophy on being good stewards of our planet.

Do they utilize any sort of club/owner bulk pricing plans or discounts for owners who need to replace

household items, appliances or equipment? For example, do they have bulk discounts with suppliers if

we need to replace a stove, better discounts than we could get by ourselves locally?

o This is an area we are trying to build for the vacation rental side of the business. It is in place for

the hotels and works well because there is standardization. Vacation rentals have unique

personalities and it poses challenges but it is a work in progress at this time.

Additional Services Owner/Guest Advantages Wyndham will be able to

provide/offer: What will Wyndham be offering owners not offered today by Hatteras?

o The Wyndham Home Exchange program which will allow all Hatteras Realty owners to deposit

open weeks in their home for points toward vacations at other Wyndham destinations.

o The company buying power benefits will be passed on to owners when available.

o The staff benefits including access to global training programs which will not only make the

current staff stronger but it will also offer an advantage when recruiting new staff.

What changes will there be in the services to guests now offered by, arranged/coordinated by Hatteras

with the takeover?

o The guests will see no changes with the booking process or the check in process.

Page 2: FAQ’s Hatteras Realty By Wyndham Vacation · PDF fileFAQ’s Hatteras Realty By Wyndham Vacation Rentals Wyndham General: What does this change to Wyndham mean to me as an owner?

Could they do something about hurricanes in the fall and nor'easters in the winter/spring? (Just kidding,

but only a little!)

o Their much larger scope of technology will add to our level of communications with owners and

guests during storms.

Are we part of their larger Club Wyndham timeshares?

o Owners will automatically be enrolled in the Wyndham Home Exchange program, this is not part

of the Club Wyndham timeshares. However, RCI which manages the timeshares, will manage

the inventory of weeks that homeowners deposit in the Home Exchange program since they

already provide this kind of service. More details will be coming about this program in

September.

What does this change to Wyndham mean to renters?

o Current guests should feel no change. There will be a pool of new renters to the area given the

large marketing reach that Wyndham has.

Property Management HR: In general, other than seeing HR operate under a different name or logo, what specific changes will

owners see in the management of the property, different than what we experienced with HR as a stand-

alone management company?

o There should be very little visible change from an owner perspective. There will be no services

removed from the current offerings of Hatteras Realty. There should be a positive change from

the stand point that Hatteras Realty will have access to more educational opportunities than ever.

Will the percentage for commissions or service rates change?

o The commission rates are different in every market. It is the goal of Wyndham to stay

competitive in this market so there are no planned commission adjustments.

Does the takeover mean that the rates of the prime properties have room to increase significantly?

o The goal is to maximize the rental rates and there will be increases when the trends show that the

market can bare the increases.

Will the administrative fees, commission, maintenance, or other fees charged to owners change?

o There are no planned changes. Hatteras Realty will look at the fees annually as has been done

every year.

Will we still be able to opt out "not to" rent to spring breakers?

o Absolutely. Hatteras Realty will continue to cater to family groups.

o The guest lease clearly states family groups only and the lease holder must be 25 years of age.

The reservations staff is trained to listen and look for red flags that the group inquiring is a non-

family group.

Page 3: FAQ’s Hatteras Realty By Wyndham Vacation · PDF fileFAQ’s Hatteras Realty By Wyndham Vacation Rentals Wyndham General: What does this change to Wyndham mean to me as an owner?

Marketing: What changes or what will be different in marketing will occur? Why?

o The Wyndham marketing team has reviewed our on line marketing efforts and analytics and

were very pleased. They are teaming up with our marketing department to continue to maximize

our efforts. Hatteras has already been mentioned in a TV interview with Steve Holmes,

Wyndham CEO. We have been able to take advantage of better pricing with some of the on line

marketers.

And, as we become fully integrated, will be included in all of the Wyndham promotional

programs, such as National Vacation Rental Month (July).

Wyndham recognizes that the Hatteras name is a valuable brand and do not want to take away

from this. Thus, they want to move slowly to allow us to benefit from both the Hatteras and

Wyndham brands.

When are the Wyndham search engines going to finally show our properties for rent?

o Hatteras Realty currently has a page on the Wyndham Vacation Rentals website. The full

integration of the website will start later this fall (2014).

Have they studied market prices for rental homes and is there a strategy being devised that will increase

income to homeowners as well as to the management company?

o Wyndham has a team of people who watch booking trends, web activity and pricing. We will

benefit from their knowledge the more data they collect over time.

Dated June 24, 2014