We are making a change to our cancellation policy in light of the new COVID-19 restrictions announced today in Queensland. Our teams are also keeping a close eye on the unfolding situation in New South Wales and Victoria.
QUEENSLAND AND NEW SOUTH WALES BORDER
Queensland has today announced that the state will no longer accept residents from the Greater Sydney region from 1am Australian Eastern Standard Time (AEST) on Saturday, 1 August. Queensland had previously declared a number of “hotspots” within Sydney, but this change takes in the entire Greater Sydney area. People who live there will be turned around at the border.
Queenslanders returning from Sydney will be forced to quarantine for 14 days in a state-mandated hotel at their own expense – which is currently the arrangement for anyone returning from one of the state’s designated “hotspots” (including Victoria). We have not offered club properties as quarantine facilities and nobody will be permitted to isolate at a club property.
Details of this change from the Queensland Government, including suburbs, can be found here. Currently, the Queensland Government is also turning back people from Victoria or travellers who have been to Victoria in the previous fortnight.
Our Owner Services team is systematically working through reservations between now and August 31 and isolating reservations at Queensland resorts made by owners with a residential address in the Greater Sydney region. Our team will send those affected a text message to confirm the cancellation and, if that applies to you, please confirm the cancellation promptly and your credits will be returned or, if the credits have expired, a voucher issued for future use. There is no need for you to call unless you need to change your details.
If you have visited Sydney in the past two weeks and are planning to visit Queensland in the coming days, I urge you to contact our Owner Services team to have your reservation cancelled, as this information is not necessarily in our files. You may be stopped and turned around at the Queensland border.
We will also send a text message to Queenslanders with reservations in Sydney to give them the opportunity to cancel their reservation. Credits for these reservations will also be returned or, if credits have expired, a voucher issued for future use.
As there are border restrictions in effect that relate to place of residence, it is imperative that we have your correct details on file. If you think your details may be incorrect or you have changed your address recently, please contact one of our friendly Owner Services team members:
AU: 1300 850 160
NZ: 0800 850 160
FJ: 00 800 32 63
Intl: +61 7 5512 8021
NEW SOUTH WALES AND VICTORIA RESTRICTIONS
Our teams are monitoring the latest announcements for New South Wales and Victoria. We will keep you updated about any new restrictions that force any other closures or cancellations. If that happens, we will return credits for cancelled reservations or, if they are expired, we will provide a voucher for future use.
From August, all the resorts that we have open are available at 100 per cent occupancy. Most properties had been running at some form of reduced capacity during July, apart from both New Zealand resorts, Ramada Resort by Wyndham Phillip Island and Club Wyndham Dunsborough.
We remain committed to putting you on holiday within the constraints presented by COVID-19. Our teams will continue to focus on ensuring you do not lose credits, if credits have expired or the ability to holiday in the future where reservations have been cancelled.
Thanks for your patience and understanding and we hope these restrictions will be lifted in the very near future.
Vice President Operations