Wyndham's choice of words is amazing. I also had reservations that would not cancel. This required 2 calls. The eve of day 15, the reservation would not cancel. I called to report this on the afternoon of day 14, where they created a ticket, told me to wait 48 hours, and then chewed me out and told me that they would consider refunding my points as a one time courtesy because I had waited to call until the afternoon of day 14 as compared to first thing in the morning of day 14. I pointed out that I was at work and not able call in the morning knowing the hold times were running 45 to 90 minutes, plus the only reason I needed to call was because their new and improved website did not work. I then called again 3 weeks later as the reservation still showed and the points had not been returned, was transferred to a very polite OC who accomplished the point refund. Their choice of the words "goodwill award" is interesting. Their system did not work - they do not have the staff to support the phone lines - I spent 2.5 hours on hold between the 2 calls - I was chewed out. Yet, they use words that sound like they are doing me a favor. "Goodwill"