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Exchange Questions

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I am already a member of another exchange company,
You are free to use which ever exchange organization you want to use. You own your timeshare and you are free to choose which ever company can best help you. Dial An Exchange has no joining or membership fee so you can become a member with us and still keep your other memberships. However, you do need to remember that you can only exchange your week once per entitlement period.
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When do I pay the exchange fee?
You are only required to pay the exchange fee "after" we have confirmed your request. If we can't help you, why should you pay us anything?
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Do you have any other fees or charges?
The only other fee we have is an Cancellation Protection Option fee, and it is your choice if you want to accept or decline the offer of this. Other than that we, do not charge any other fees.

No Membership Fees
No Joining Fees
No Guest Fees
Nominal Fee for our Cancellation Protection Option

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What are the exchange fees?

Exchange Fees (Based on Residency) Australia Office Domestic $105 AUD International $159 AUD New Zealand Office Domestic $120 NZD International $165 NZD Asia & Middle East Office Domestic $95 USD International $135 USD USA, Canada & Mexico Office Domestic $125 USD International $150 USD UK & Europe Office Domestic/Short Haul 74 GBP International/Long Haul 89 GBP South Africa Office Domestic 599 R International 899 R

CPO Costs (Based on Residency) CPO(Cancellation Protection Option) This is an 'Optional' charge Australia Office $10 AUD New Zealand Office $10 NZD Asia & Middle East Office $10 USD USA, Canada & Mexico Office $20 USD UK & Europe Office 10 GBP South Africa Office 57 R * No Membership Fees * No Joining Fees * No Guest Fees

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How far in advance can I put in my Exchange Request?
Many resorts will only allow us to make reservations 10 months in advance of the arrival date. However, you can put in your request at any time. We can then keep an eye on your request and make a booking as soon as the time becomes available to us.
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What is the best way to get a confirmed exchange into peak periods of exchange?

We are happy to say that we do help many of our members get away during these peak periods on a regular basis.

When you want a week during a holiday or prime season, it is important that you list your request with us, and not just wait for something to appear on the website. By listing your exchange request with us, we place you on the waiting list for that particular resort or region, and for the range of dates and unit sizes you advise us. As weeks are deposited into our system, they are run through an 'outstanding request matching' process where the new inventory is matched against those members' requests that we have on our waitlists. We are then able to contact our member and offer the exchange to them. This happens before the weeks ever appear on the site as available!

So, your best opportunity for a holiday exchange, is to place your request as early as you can. We won't always be able to assist, but you will certainly be giving yourself the best chance possible.

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Can I request a specific resort?
We will work with a varied number of resorts in each vacation area. To give you the most flexibility we use vacation areas rather than requesting a specific resort; a specific resort limits your possibilities of confirmation.
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Can I request specific Dates ?
Remember when making a request ask for several different areas or at least 2 or 3 dates. We can't guarantee a particular request will be fulfilled. The greater the flexibility in your request, the greater opportunity to confirm you into your desired area.
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Do I need to Plan ahead?
You may place your request up to one year in advance or down to 2 days in advance of your travel dates. Remember the old adage about "The Early Bird and the Worm", the more lead time you give for your vacation request the better the chances of being confirmed. Turning in your week early aids the exchange process and allows someone else to enjoy your banked exchange week. If you can only take your holidays during peak times, please plan ahead and request early, (1 year to 6 months) especially for prime summer and winter vacation destinations. Available space during these peak times are in heavy demand with only limited space to go around.


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If my request is for more than one week, will they be confirmed at the same time?
If you request more than one week at a time (i.e. two week vacations) you need to know that weeks are confirmed one at a time. When you confirm the first request, it is with the knowledge we may or may not be able to confirm your remaining requests. It is entirely your decision to either accept or decline our exchange offers.
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Should I list an exchange request?

Exchanging your timeshare is not like going to a travel agency to buy accommodation. We host a bank of weeks that our members have deposited into. Weeks are being deposited & withdrawn from this pool day in day out. When you call us we may not have the specific date & location you are after. As soon as new weeks enter our system if there is a match we give the member a call, if there is more than one match, the person that came to us first with the request gets the first call. So if you don't have a request listed, we don't know to call and offer the week. So place your request today!




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Searching for Availability in the USA - Find the break down for the USA regions here!

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Can I check-in any day of the week?
Check-in times are set by the individual resorts and you must abide by their rules while you are their guests. Unlike hotels, timeshare resorts normally set one day of the week as their check-in and out day: usually Friday, Saturday or Sunday. Remember, we do not have any control over check-in days. You will need to make your vacation plans according to the day of the week the resort has set. All reservations are for a full week. All reservations are subject to availability. Keep in mind that requests for high season weeks and destinations usually exceed the supply of units available.

More demand usually means less supply. Please try to be realistic and select travel dates that do not fall on holidays. Requests for holiday weeks, if you are not trading a holiday week are very difficult.


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Do I receive a confirmation of my Booking?
When we call you with an offer, you then have the right to accept or decline the confirmation. Once paid, we post you confirmation in writing for presentation at the resort for Check-in. All pertinent information for you to contact the resort is furnished on the confirmation. All confirmations are final, non-transferable and are subject to our cancellation policy. (What is your Cancellation Policy) Only those owners named on the confirmation may occupy the accommodations without written permission from DAE. We will not assume responsibility for documents not received due to the failure of the Postal System.
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What is your cancellation policy?

Our Cancellation Policy

We understand that circumstances sometimes change and plans are altered at the last minute. Where we can, we will always try our best to accommodate special circumstances once you have paid for your confirmed exchange. Dial An Exchange offers members the option of taking out a “Cancellation Protection Option” (CPO) at the time of accepting an exchange offer. The cost of the CPO is published on our web site (www.daelive.com). “CPO” is not available on Bonus Weeks or any other “special” or “promotional offers”. “Cancellation Protection Option” (CPO) can not be used to cancel a confirmed exchange reservation and then rebook the same holiday as either a Bonus offer or a Promotional offer. Conditional upon Dial An Exchange receiving cancellation advice from the member, a minimum of 24 hours prior to the check in date, the following rules apply.

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Accepting CPO

By electing to accept CPO at the time of confirming your exchange, should you need to cancel your exchange holiday, your banked week will be saved for you to use at a later date (up to the original expiry date of your Credit). There will be 'no charge' for the replacement exchange. You have the option of accepting CPO and paying the additional CPO fee on the replacement exchange reservation. No monetary refunds are allowed on cancellations. Replacement exchange must be taken up within 24 months of the cancellation date.

Declining CPO
If you decline CPO at the time of confirming your exchange, the following cancellation policy applies. The exchange fee will be forfeited regardless of the notice given of the cancelled exchange. Cancellation of a confirmed exchange includes any change to dates to a booking.

The exchange week (Credit Exchange Certificate). Cancellations made less than four (4) weeks ahead of the check in date; unfortunately under these circumstances you will also forfeit the week deposited against your exchange.

Cancellation of Bonus Time
CPO does not apply to Bonus Weeks or any other 'special' or 'promotional' offers. Once paid, you will forfeit the full price if you cancel these reservations.




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Deposit Questions


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What are your Terms of Deposit?

1. The maintenance levy (Timeshare owner) or Management/Cleaning Fee (Holiday Property Owner) on the week you are depositing must be paid in full prior to banking the week with Dial An Exchange.
2. The week you are depositing for your exchange has not been utilized or assigned to another party or company. You must not deposit your week with more than one Exchange Company at a time, in any one entitlement period, as this will cause an overbooking of your unit. Any expenses incurred to an inbound guest or DAE, denied access to your week as a result of a double banking with another Exchange Company, will be your responsibility.
3. A number of resorts like to bank the weeks on their owner's behalf. Please check with your resort if you are unsure of their procedures, or we can advise you which resorts operate on this basis.
4. We will happily accept the week you wish to bank up to eight (8) weeks prior to the expiry date of your time. We still need a little bit of time in which to find someone to use your deposited week. Late deposits (a late deposit is when the week you have allocated at your resort falls within eight (8) weeks of the date of check in) - " we can only accept a late deposit if we have a request from another member who is happy to accept your week as exchange. We will always do our best to help you out and find someone who can use your week.

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Can I bank my week without paying my Maintenance fees?
You will not be allowed to travel into your own week or exchange/trade it for another vacation unless your current year's maintenance fees are paid. You will not be allowed to travel, bank or exchange/trade a future week unless that year's maintenance fees are paid.
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Bonus Week Questions


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What is a Bonus Week?
Occasionally we offer our members "Bonus Weeks". Bonus Weeks are weeks which have been deposited with us and there are no requests to take up these weeks. Rather than let these units go to vacant, they are offered to our members as Bonus Weeks. Bonus Weeks become available six weeks prior to the starting date of the week booked. You simply need to pay the "Bonus price" without using a week in exchange.
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Can I use Bonus Weeks for Family & Friends?
YES you may use Bonus weeks for family and friends, however, when you do this "you" take responsibility for their actions while using the timeshare accommodation. Unless you know your guests very well, don't take the risk.
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How many bonus weeks can I have?
You are not limited to the number of Bonus Weeks you can use. If there are Bonus Weeks available and you get in first, it's yours.
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Do I pay an exchange fee as well as the Bonus price listed?
No, you only need pay the bonus week price listed for the week you are going to use.
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How far in advance can I book a Bonus Week?
Bonus week only becomes available between six (6) and eight (8) weeks prior to the starting date of the week booked.
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Holiday Property Questions


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What is a DAE Holiday Property?

DAE can also exchange your fully serviced holiday or vacation apartment (villas, cabanas or chalets).  These holiday properties must be self-contained, have onsite management, be of a very high standard, and also offer the types of amenities and facilities typical of a great holiday accommodation.  We can only accept these properties if they are located in a high demand tourist and vacation destinations.  As the owners of the Holiday Property, when you deposit a week of your time to exchange for another property at another location, you need to make arrangements with your property manager/management company to liaise with DAE to receive the details of the incoming guest, and you need to prepay the linen, clean and any service fees charged by your property manager.

Qualifying Summary of DAE holiday property requirements:

- Fully self contained holiday accommodation
- Quality overall standard of building, facilities and furnishings
- Professional resort style onsite management
- Regular maintained amenities and facilities
- High demand tourist or vacation location
- Linen, cleaning and/or service charges (accommodation charges) paid by owner

 To become a member - click here

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Privacy Policy


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Privacy Policy

Our purpose is to promote a friendly culture that respects your privacy. We want to be known within the Timeshare Industry for having a clear and balanced voice on privacy issues that protects our members in each and every occasion. Privacy Legislation restricts personal information from being disclosed to outsiders by your resort/management company. It is vital for Dial An Exchange to confirm the details and validity of your deposit with your home resort prior to accepting bookings. We require your permission to liaise with your resort/management company to exchange necessary relevant information. By signing the deposit authority, or requesting to deposit a week via our web site, you agree to this "exchange of information" between Dial An Exchange and your resort/management company. Dial An Exchange agrees to keep this information private and confidential at all time and agrees not to pass this information onto any other third party.

We do not sell or rent your private information to any other third party. We may provide your information to other offices of Dial An Exchange for internal use only (in relation to reservations made through these offices). These offices are currently located in the Australia, New Zealand, the United Kingdom, South Africa, Asia and the USA.

For full privacy policy please click here

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General Questions


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Ever wondered what a Timeshare Term really means?

In conjunction with the Timeshare Beat Magazine we have a Glossary of Timeshare terms now available for your reference. Please click here to view the Glossary of Timeshare Terms.

This has been made available to us by the Timeshare Beat online Magazine, they have all kinds of useful and current information about the timeshare industry. Click here to view their website.

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ARDA Consumers Guide to Timeshare

A little over a year ago, ARDA produced a helpful guide to our industry, Consumer Guide to Vacation Ownership. This brochure is a comprehensive introduction to timesharing and includes some of the many reasons consumers have chosen timeshare as a preferred vacation option. To download the brochure in a PDF format, please click on the link below. Once the guide has loaded Go to the File menu of your browser and Save as to your local PC.

ARDA Consumer Guide for Timeshare Owners

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What Are your Office Hours

Australia
Mon - Fri 9:00am to 5:00pm

New Zealand
Mon - Fri 9:00am to 5:00pm

United States
Mon - Fri 8:00am to 6:00pm PST

United Kingdom
Mon - Fri 9:00am to 5:00pm

South Africa
Mon - Fri 8:00am to 4:30pm

Asia - Bangkok
Mon - Fri 8:30am to 5:30pm Sat 8:30am to 3:00pm

Asia - Shanghai
Mon - Fri 9:00am to 6:00pm Sat:9:00am to 12.00noon

Asia - Bangalore
Mon - Fri 9:00am to 6:00pm

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I have had difficulty with login, can you explain the process, and why do I have to log in?

When you become a member, you are issued a member number and a temporary password. You must be logged in before you can access the full range of services offered by DAE. It is also how we know what history or current account status to show you while you are online! You can easily see how much time you have banked, you can place weeks on hold, and confirm bookings.

To log in go to www.daelive.com - on the top right hand side of the screen, there are 2 boxes, one which has 'membership no.' showing in the field. You key in your membership number here. Note that each country has its own letter prefix, for example U for the US. The rest of your membership code is made up of numbers, so don't confuse a zero with an 'O'. In the right field key your password and click on 'login'.

When you first sign up you are issued with a temporary password. The first time you log in, you can click on the 'Personal Details - Update my Details' link at the top left of the welcome page. Here you can select a password that you will remember and which will be known only to you.

For security reasons, we cannot issue a password by phone, we have to do it through our online system. If you forget your password, you can have it emailed to you. Simply attempt to login with what you believe to be the correct password, and if it's not correct, a new screen will provide you with a link for email password recovery.

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Can I use your website to view my own account details? Does this include checking credit expiry dates and holiday transactions I have booked with DAE in the past?

The Member's Lounge on our website is a great resource. Through it, you can access both your account information and hold or confirm your Timeshare exchange or bonus holidays instantly.

To review your account credit balance - or view your banking and holiday history - takes only three easy steps.

1. Go to the Member's Lounge, which can be found on the top right corner of the home page. Log in by keying in your Membership Account ID (including the Alpha prefix given to you - remember to type it as a Capital letter). Then key your Password and press the Enter key.

2. The Button that allows you to view your banking credits and holiday history is the first button on the second row - Transaction History. Click on this button.

3. On the drop down menu that appears, you can select: (a) Weeks deposited - shows the resort, year of entitlement, if you have used this deposit for an exchange, or if it remains as a credit waiting for you to book an exchange holiday against the banking. (b) Exchanges taken - lists all the exchange transactions you have taken through DAE and (c) Bonus or Rental transactions you have booked through DAE.

It's a convenient and simple way to keep track. Log on now and you'll see!

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FIREWALL ALERT - Can prevent Logons e.g Zone Alarm

If you run a Zone Alarm firewall it may prevent you from logging onto the DAELive.com website successfully. The www.daelive.comwebsite needs to be added as a Trusted Zone or added to the Whitelist for your firewall.

• Double Click on the Zone Alarm icon bottom right of the screen in the sys tray
• Select Firewall
• Select Zones
• Click Add Host/Site
• Select Trusted from the drop down Menu
• In Host Name type www.daelive.com
• In Description type Dial An Exchange
• Select OK
• Close Zone alarm
• Bring Up internet Explorer and try to log on using your Membership number and password.
• You should now be able to logon successfully.

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What can DAE's Help Desk do for me?

Our help desk is designed to answer any questions you have about our state of the art online booking system, and give you tips on how best to use it.

You'll find the information invaluable in helping you make the most of your DAE membership.
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