The challenges of the last couple of years have continued over the weekend, with flooding affecting parts of Queensland and New South Wales.

Our thoughts are with our Club Wyndham South Pacific owners who are personally affected and our Owner Services team are doing all they can to help owners change travel plans incorporating thousands of room nights as a consequence.

CANCELLATION POLICY FOR QLD/NSW FLOODS

Owners travelling from a different state or territory to or from affected parts of Queensland or New South Wales are covered by a floods cancellation policy created in response to this natural disaster.

Owners have the opportunity to cancel affected bookings without penalty and will receive their credits returned to their account. Where credits are expired, they will be subject to a new travel by date.

To cancel the booking, please contact Owner Services:

AU: 1300 850 160

NZ: 0800 850 160

FJ: 00 800 32 63

Intl: +61 7 5512 8021 Or email owner.services@wyn.com

If your request has been sent via email, or webform, we have received your request and will process within 10 days.

There will be higher than usual volumes of calls to Owner Services in the coming days as a result of this disaster. If you are seeking to contact Owner Services about another matter that is not urgent, we would encourage you to call in a few days’ time.

If you want to view or update your account information, make a finance or levies payment, check availability and make a reservation, you can do so online at clubwyndhamsp-new.com.

Please check sources of authority online before travelling, including the New South Wales or Queensland SES, New South Wales or Queensland traffic websites, and the Bureau of Meteorology.

INTERNATIONAL PROPERTIES

At this stage, we expect that Club Wyndham Denarau Island will operate at a slightly reduced capacity through until May 31. This is because government restrictions continue around the use of amenities at the resorts and in order to keep some rooms free should an owner or guest contract COVID-19 during their stay.

Should this occur, our teams will take all reasonable steps to accommodate owners and guests or to help source accommodation during an isolation period, but you should be aware that, if the resort does not have the capacity to extend stays, you may be required to source alternative accommodation. Where available, an extension to your stay can be met through vacation credits or cash, or a combination of both.

Club Wyndham Normandy will remain closed until April 30 and Club Wyndham Dreamland Bali will remain closed until May 31. Owner Services will cancel the reservations of owners with bookings at either property during this time.

Owners who have a reservation at Club Wyndham Sea Pearl with a check-in date before May 31 will also be sent an invitation to cancel. Given the changing border restrictions in Thailand, we suspect that many owners will favour cancelling without penalty. In addition, club rooms are undergoing refurbishment and there are only a limited number available currently, and this situation may persist until May 31.

Please confirm the cancelation in any of the above situations by replying to the SMS message and the team will return your credits to your account. Where your credits are expired, they will be subject to a new travel by date.

To ensure you receive all the latest updates, please consider joining our owner Facebook group using this link. You will need to provide your owner number to join.

Again, our thoughts are with our owners affected by the flooding crisis and we sincerely hope the situation does not worsen later in the week. Our team will be available to offer support and we look forward to welcoming you again soon.

Warren Cullum
Senior Vice President Operations