Resort Update – 10 July

July 10, 2020 | Club Wyndham Updates, Latest Announcements

OUR THOUGHTS ARE WITH OUR VICTORIAN OWNERS

I would like to take a moment to acknowledge our owners who live in Metropolitan Melbourne and the Mitchell Shire in Victoria.

The thoughts of the entire Club Wyndham South Pacific team are with you and your families as you make essential sacrifices to help flatten the COVID-19 curve and keep your neighbours safe. We understand the frustration that you must feel at returning to lockdown and being forced to cancel any travel plans.

Our Owner Services team is systematically working through cancellations for owners who live in the affected areas and either returning their credits or issuing vouchers for future use. You can leave the process in the hands of our capable team; however, if you have any questions or concerns, you are welcome to use the following methods to contact one of our friendly team members:

AU: 1300 850 160

NZ: 0800 850 160

FJ: 00 800 32 63

Intl: +61 7 5512 8021

owner.services@wyn.com

We will soon launch a range of initiatives to keep Victorian owners engaged with their fellow Club Wyndham South Pacific owners and to give you inspiration for your next holiday. On behalf of all our team, I hope that this will pass soon and you can return to holidaying.

INCREASED OWNER SERVICES HOURS

I am pleased to announce that our Owner Services team is resuming operations on the weekend. From Saturday, 18 July (next Saturday), the team will be available to take inbound calls from 8.30am to 2.30pm Australian Eastern Standard Time (AEST).

VICTORIAN RESTRICTIONS

Our teams are monitoring the latest restrictions across Victoria and other states and territories. We will let you know if new restrictions force any other resort closures or cancellations. If that occurs, we will return credits for cancelled reservations or, if they are expired, we will provide a voucher for future use.

We are also closely monitoring the request that residents of Metropolitan Melbourne and the Mitchell Shire wear face masks in situations where social distancing is not possible. If an announcement is made about masks that also affects our resort team members in regional Victoria, we will respond accordingly.

CANCELLATION POLICY EXTENSION

We now have three COVID-19 cancellation policies: one for owners travelling to domestic locations, one for owners using an international flight to reach a destination, and one for owners and reservations affected by the Melbourne lockdown and recent border closures.

We announced the third policy in a recent update, which you can read here. We have now extended the first two policies for an additional month – the Domestic COVID Cancellation Policy until the end of August and the International COVID Cancellation Policy until the end of September.

This means that if you have made a reservation prior to May 27, 2020, at a resort in the same country as your residence, you will be able to cancel your reservation with no penalty up to seven days prior to check-in. If you have made a reservation prior to May 27, 2020 at a resort where you are required to travel internationally, you will be able to cancel your booking 30 days before check-in if the reservation was made 13 months to 61 days in advance and 10 days before check-in if the reservation was made 60 days to 15 days in advance.

This is graphically represented below and here on the website.

Policy Name:

COVID-19 VIC Lockdown Policy

Domestic COVID Cancellation Policy

 

International COVID Cancellation Policy                              

Policy Covers:

• Victorian Owners subject to NSW border restrictions

All resorts where the owner lives in the same country as the resort they have booked

All resorts where the owner lives outside of the country of the resort they have booked

• NSW Owners subject to VIC border restrictions

• Victorian Owners subject to QLD border restrictions

• Victorian Owners living in metropolitan Melbourne or Mitchell Shire council areas

Cancellation details:

Reservation made by NSW owners for a Victorian resort prior to July 6, 2020, will be permitted to cancel their reservation without penalty as follows:
Stays between July 6 and July 15 will be permitted to cancel their reservation without penalty up to 24 hours prior to check-in.
Stays between July 16 to August 18 will be permitted to cancel their reservation without penalty up to 7 days prior to check-in.

Reservation made prior to May 27, 2020, will be permitted to cancel their reservation without penalty, up to 7 days prior to check-in until Monday, 31st August 2020.

Reservations made prior to May 27, 2020, can be cancelled without penalty, until Wednesday 30th September 2020 as follows:

July bookings: 14 days prior to check-in.

August and September bookings: 30 days before check-in for bookings made 13 months to 61 days in advance, and 10 days before check-in for bookings made 60 days to 15 days in advance.

 

For reservations made by Victorian owners for a NSW resort prior to July 6, 2020, owners will be permitted to cancel their reservations without penalty as follows:
Stays between July 6 and July 15 will be able to be cancelled without penalty up to 24 hours prior to check-in.
Stays between July 16 to August 19 will be able to be cancelled without penalty up to 7 days prior to check-in.

 

 

 

Victorian owners who made a reservation at a Queensland resort prior to July 1, 2020, will be permitted to cancel their reservation without penalty, up to 7 days prior to check-in until Friday 31st July 2020.

 

 

 

 

 

For reservations made by owners residing in metropolitan Melbourne or Mitchell Shire council areas, including previously listed ‘hot zone’ suburbs for any resorts:
Stays between July 7 and July 15 can be cancelled without penalty up to 24 hours prior to check-in.
Stays between July 15 to August 19 can be cancelled without penalty up to 7 days prior to check-in.

 

 

Refund:

All cancellations will be refunded by overriding cancellation.

All cancellations will be refunded by overriding cancellation.

All cancellations will be refunded by overriding cancellation.

If the reservation has expired credits, a voucher will be issued within 14 business days and the voucher will allow for future travel until July 31, 2021.

If the reservation has expired credits, a voucher will be issued within 14 business days and the voucher will allow for future travel until July 31, 2021.

If the reservation has expired credits, a voucher will be issued within 14 business days and the voucher will allow for future travel until July 31, 2021.

Not covered:

Reservations made after July 8, 2020 will be subject to the standard cancellation policy.

Reservations made after May 27, 2020 will be subject to the standard cancellation policy.

Reservations made after May 27, 2020 will be subject to the standard cancellation policy.

 

Thank you for your patience and understanding as we respond to these new restrictions on travel. We look forward to these restrictions lifting in the future and welcoming you back to all your resorts.

 

Warren Cullum

Vice President Operations

Wyndham Destinations Asia Pacific

Posted by Admin

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