Covid-19 Update 19 May 20 – Frequently Asked Questions

May 19, 2020 | Club Wyndham Updates, FAQs

 

When will your resorts reopen?

  • We have released a roadmap of our reopening program for Club Wyndham South Pacific resorts, following the recent announcements from state and federal governments in Australia and New Zealand about the easing of travel restrictions.
  • You can see a table of these resort opening dates on the COVID-19 hub of our website here. It will be updated to reflect any future changes.
  • As travel restrictions are ever changing, this plan could be amended further. Our teams will continue monitoring the latest information and we will keep you informed about any changes.

 

Why are these resorts closed?

  • They are closed because of health and travel restrictions and border lockdowns in place across the Asia Pacific region which prohibit non-essential travel and are in force to halt the spread of the virus.

 

What is your cancellation policy at the moment?

  • We are continually adjusting our existing cancellation policy in response to new restrictions and health and travel advice brought into effect within Australia and around the world.
  • At this point, we have announced reopening dates for resorts, and you can see them here.
  • Our teams have cancelled all reservations during May and have cancelled bookings in June and July at resorts that will remain closed during that time.
  • We have extended our cancellation policy to include any reservations starting in June or July. If you wish to cancel, you can do so by responding to the text message or email our team has sent you. At this point, we have only cancelled July reservations in response to requests and those booked at international resorts.
  • When your reservation is cancelled, your credits will be deposited into your account or, if these credits are already expired, you will receive a voucher that provides additional time for you to make another reservation. Please allow up to 14 days to receive the voucher.
  • We have made provisions on a case by case basis to ensure owners with cancelled bookings and expired credits do not lose their entitlements.

 

Will you be extending credit expiry dates or freezing them?

  • As this is an unprecedented time, we have taken action to ensure that Club Wyndham South Pacific owners who had reservations during this period do not lose their entitlements as a result of cancellations due to the coronavirus/COVID-19, but instead receive additional time to make a booking.
  • Please read the question above pertaining to our cancellation policy to see the action we have taken.

 

Are you freezing levies?

  • The Responsible Entity Board has considered and approved management’s recommendation to provide a credit toward your annual levies which has been calculated as 36 per cent of the April 2020 and May 2020 Club Wyndham South Pacific levies.
  • Our Owner Levies team have been applying the credit to all owner accounts to offset levy payments in future months.
  • Club costs are a mix of variable and fixed costs and all owners will still receive their accommodation entitlements albeit at a later date. This credit is based on the change mainly in variable costs and will ensure that the club has sufficient funds to continue to operate and maintain all club assets.

 

What are you doing with the resorts while they are closed?

  • We have reduced resort teams onsite who are conducting property and grounds maintenance, so that your properties are kept in pristine condition until reopening.
  • We have also taken this opportunity to schedule as many deep cleans as possible to maximise the inventory available when resorts are open again.

 

Are you freezing finance payments because we are being discouraged from travelling/I’m experiencing hardship?

  • There is no automatic freeze on finance payments. However, if you are experiencing financial hardship, we would encourage you to contact our Finance team at accounts.receivable@wyn.com who will work with you to assist you in these difficult times.

 

What is likely to happen in the future?

  • We have teams monitoring Government restrictions on movements and regional health and travel advice on a daily basis. As updates occur, we are reviewing the impact on our club resorts and responding to changes as quickly as we can.
  • At this point, we have announced reopening dates for resorts, and you can see them here.

 

What is the case with Travel Club?

  • Travel Club is open to take bookings when you are ready to start travelling again. The Travel Club team is here for you – ready and waiting to assist with your holiday plans.
  • The Travel Club team are being updated daily on the latest travel restrictions and will be happy to guide you and direct you to the appropriate websites to ensure you have the best advice for your travel destination and associated timeframes.

 

What about Privileges fees – we haven’t been able to use our full benefits?

  • We have offered a Privileges membership fee credit for fees charged for the months of April and May, 2020. That means that members will receive a credit against their next fee payment due.
  • We will continue to monitor the situation in the coming months. In the meantime, if you have any queries about Privileges membership fees, please contact accounts.receivable@wyn.com.
  • Please note Privileges membership fees are separate from Club Wyndham South Pacific levies.

 

What about Privileges trials – we haven’t had a chance to use the full benefit?

  • We are offering an extension of Privileges trials to Privileges members who are trialling a higher tier and whose trial has an expiry date of between March 1 and July 31, 2020.
  • To claim (or activate) this extension, the member needs to contact Club Wyndham South Pacific’s Owner Services team by emailing privileges@wyn.com. A team member will verify their account and ensure the six-month extension is noted on their membership account. When they want to use the benefits, they will also need to contact the Owner Services team.
  • Depending on how long the coronavirus/COVID-19 situation lasts, people with a later expiry date may also be offered an extension.

 

Can I get an extension on my 241 certificates through ICE?

  • 241 certificates due to expire between March 23 and June 15, 2020 have been automatically extended for a further three months.
  • At this stage, vouchers due to expire outside of those dates are being assessed on a case-by-case basis.
  • This is not a Club Wyndham South Pacific product, so any owners with specific queries about a 241 certificate should contact ICE customer service directly on 1300 195 845.
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