Resort Update – 08 January

January 8, 2021 | Latest Announcements


The Queensland Premier has announced Greater Brisbane will enter a three-day lockdown to prevent the spread of the UK strain of COVID-19 after a positive case was detected yesterday.

The areas included in the lockdown are the Metro North, Metro South and West Moreton regions, meaning that from 6pm tonight, Brisbane, Logan, Ipswich, Moreton, and Redlands will be under the same restrictions introduced in March 2020. People will not be able to leave their homes to partake in leisure travel.

For the latest on the border and gathering restrictions in Australia, please review the Australian Government’s COVID-19 Restriction Checker. You can view the COVID-19 cancellation policy here.

The Owner Services team will systematically work through reservations likely to be impacted by this lockdown and give owners from Greater Brisbane the chance to cancel their reservations.

If you receive a message and this applies to you, please confirm the cancellation as outlined in the message as soon as you can, to enable our team to process it. Your credits will be returned to your account or, if they have expired, a voucher will be issued within 14 days for future use. Our Owner Services team will work through cancellation requests systematically and as quickly as possible. There is no need to call. 

Please note that it is each owner’s responsibility to ensure a booking is cancelled. We will not process a cancellation without the owner’s confirmation unless a resort is actually closed, as many owners have gifted reservations to family and friends.

If you do not receive a text message, your reservation remains confirmed.

Please be aware that if you arrive at a Club Wyndham South Pacific resort from Greater Brisbane between 6pm today and 6pm on Monday, 11 January, you have breached Queensland law and we cannot check you in.

If you have visited Greater Brisbane any time since 2 January and wish to cancel, you will need to contact Owner Services. Please email owner.services@wyn.com with details of your reservation and we will organise cancellation.

If you are staying at one of our resorts currently and were in Greater Brisbane even briefly any time from 2 January onwards, please contact reception.

Some states are asking people who have travelled from Greater Brisbane already to self-isolate and our resort teams will be able to assist you with further information. It is possible that other states will impose additional restrictions on residents of Greater Brisbane and you should check the latest information for your destination online, even if you have already travelled

If you are in Greater Brisbane or have visited the area since 2 January and you have any symptoms whatsoever, the Queensland Government advice is that you arrange to be tested.

Western Australia is the only state so far which has declared the whole of Queensland as a COVID-19 hotspot. As a consequence, residents of Queensland travelling to Western Australia will have to undergo quarantine, as would Western Australian residents returning from Queensland.

Owner Services will send an invitation to cancel to Western Australian owners with a reservation in Queensland or Queensland owners with a reservation in Western Australia, beginning between today and Monday, 11 January. If it applies to you, please confirm the cancellation as outlined in the message as soon as you can. Your credits will be returned to your account or, if they have expired, a voucher will be issued within 14 days for future use.

Our specialist COVID-19 team is closely monitoring the latest government restrictions and travel advice and is updating the COVID-19 cancellation policy at times when we have some certainty around restrictions. The team will reassess the evolving policies of state governments over the weekend and update the policy further early next week, if required.

Text messages from Owner Services are sent based on the residential address that the team has on file. If you think we may not have the right one, please contact us to change it:

AU: 1300 850 160
NZ: 0800 850 160
FJ: 00 800 32 63
Intl: +61 7 5512 8021
Or email owner.services@wyn.com

Given these cancellations and re-bookings, please also expect that there could be longer call queues and email turnaround times.

Thank you for following government advice and we hope to welcome you back to your resorts very soon.


Warren Cullum
Senior Vice President Operations

Posted by Admin