Trouble using Platinum Benefits [merged]

We checked into the Wyndham Beaver Creek in February and had reservations through July.

The resort said that they would keep us in the same unit for the entire stay but decided they wanted to use our unit for the show room and decided to make us move. The move was difficult because we were prepared for a long stay and they were very upset because it took too long. They said that for the rest of our stay they were going to make us move every week.

They said that the reason they moved us in the first place was because I took advantage of the option to cancel and rebook within 60 days of travel and they said that I was a cheater for getting the rooms at a discount, even though this is the way the platinum ownership was sold to me (because of that benefit). They looked into my account and even "googled me" and found out that I rent some of my points to help cover maintenance and said that I wasn't allowed to have overlapping reservations.

I explained that the reservations weren't overlapping because they had my name, husbands name, sons name and my fathers name (the original owner, who still uses his Wyndham to travel). This obviously upset them because my fathers name was removed from the account a few days later.

I cannot grasp how this is even legal and I need the harassment to stop. I was told that I was allowed to rent out my points and to do a cancel and rebook on a reservation within 60 days of travel and even get a free upgrade as a platinum benefit. How dare they call me a cheat and manipulator and then change my account without my permission.

PS- A lawyer from Wyndham contacted me and wanted the names of all the reps and mangers who told me that it was O.K. and pitched the idea of the Book, Cancel, and Rebook process- Of course I don't remember those names! Any Ideas? We have always been HUGE supporters of Wyndham and now we are being kicked to the curb for knowing how to use it.

If the attorney for Wyndham wants to know the name of the salesperson who informed you of the book, cancel and rebook process, he only has to look at your record with the sales department where they keep detailed records of each presentation you have attended. Records include salespersons name, the offer you accepted or turned down, credit rating etc.

We have been told of book, cancel and rebook at almost every presentation we have attended so this should be no surprise to anyone at Wyndham. Every presentation we have attended in Hawaii has included this info and no owner should be called a cheat for doing something the sales department teaches you to do.

With regard to why you are being moved each week, it could be that when you rebooked you lost your priority for the best rooms. The rooms are assigned in the order reservations are recieved with the best rooms going to those who booked the earliest. Booking at 60 days put you low man on the totum pole in their computer. I guess it is the price you pay for receiving your reservation at a reduced number of points. I don't believe this is necessarily punitive as it is the way the system is set up.

Write to the Board of Directors through the Worldmark web site. Someone may look into it and give you a response.

This is in the wrong forum. The OP is speaking of Wyndham, not Worldmark. There is no point savings at 60 days out in Worldmark.

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travelwyndham said:

We checked into the Wyndham Beaver Creek in February and had reservations through July. The resort said that they would keep us in the same unit for the entire stay but decided they wanted to use our unit for the show room and decided to make us move.The move was difficult because we were prepared for a long stay and they were very upset because it took too long. . They said that for the rest of our stay they were going to make us move every weekThey said that the reason they moved us in the first place was because I took advantage of the option to cancel and rebook within 60 days of travel and they said that I was a cheater for getting the rooms at a discount, even though this is the way the platinum ownership was sold to me (because of that benefit). They looked into my account and even "googled me" and found out that I rent some of my points to help cover maintenance and said that I wasn't allowed to have overlapping reservations. I explained that the reservations weren't overlapping because they had my name, husbands name, sons name and my fathers name (the original owner, who still uses his Wyndham to travel). This obviously upset them because my fathers name was removed from the account a few days later. I cannot grasp how this is even legal and I need the harassment to stop. I was told that I was allowed to rent out my points and to do a cancel and rebook on a reservation within 60 days of travel and even get a free upgrade as a platinum benefit. How dare they call me a cheat and manipulator and then change my account without my permission. PS- A lawyer from Wyndham contacted me and wanted the names of all the reps and mangers who told me that it was O.K. and pitched the idea of the Book, Cancel, and Rebook process- Of course I don't remember those names! Any Ideas? We have always been HUGE supporters of Wyndham and now we are being kicked to the curb for knowing how to use it.

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I see three issues here,
1) using the Cancel and re book trick to get a the Platinum Discount and
2) putting multiple names on the account to avoid guest fees
3) expecting the resort to keep you in the same room for a long stay made up of several reservations

So regarding the Cancel and rebook. It is a trick that a lot of us use, and its used by the sales force to make more sales, but it is not something we are entitled to.

And regarding the use of multiple names to avoid a guest fee. this is also a trick that we use to avoid a fee. But why is it an issue here. I understood that you have a string of continuous reservations, not overlapping ones.

Regarding your expectation to stay in the same room... Thats just your expectation. and its an accommodation made at the resort level. Wyndham doesnt provide for long reservations. it is a system built on an old "weeks" foundation. The longest reservation that can be made is a week. If you have strung together several reservations expect to move each week, and consider yourself lucky if you dont have too. (and buy the desk clerk a nice gift for the favor they did you)

Bravo!!!! Bravo!!!

Bravo to what?

My sympathies are with the OP. They are using Wyndham the way it was marketed to them. My expectations and frustrations would be the same.

I had no idea the resort staff, when determining what room someone is assigned, was privy to how many points were used to book the room, or that it would play into what room the guest may be assigned. Is the sales staff running the front desk at Beaver Creek?

As a VIP owner, you are able to request a specific room (if available at the time of booking). It is not guaranteed. You can request a room and ask for a do not move. If you cancel and rebook, you can do it via a VC and they can rebook you into the same room (and put your do not move on at that time). And if you aren't booked that way, you can request not be moved and the resort will typically accommodate your request.

My experiences with Wyndham resorts have always been great. Either by keeping us in rooms we had requested (with DNM's) and/or keeping family family close together when we've booked several rooms. I've never stayed anywhere for more than a week (someday I hope to ), but I've had renters that have and I've had split reservations. My expectations have always been met or exceeded. And, yes, I understand that I may have to move. But resorts don't want to clean any more than you want to move, it's a win-win.

I can't imagine having a name removed from your account, that is just crazy. Who did that? Beaver Creek or someone at Wyndham? I would be talking with someone in account management about that, it makes no sense.

My father and brother have the same name, thus it's listed twice in our account. When they've both stayed in the same resort at the same time, I call to be sure they notate the reservations so nothing gets cancelled. And it's never been a problem.

And, yup, pretty sure the cancel/rebook thing will come up in any presentation you attend. So if you want someone's name, just attend another presentation.

Good luck, OP, I hope you are able to enjoy your stay.

I have a feeling the lawyer you spoke to wasn't from Wyndham but was one trying to drum up business on a possible class action against Wyndham.

Without knowing what happened from the little bit you posted by guess would be the resort felt like you were trying to throw around your platinum status and your entitlement to stay in the same room and someone got mad and said they will make you move every week. In general I don't think the resort cares how many points you used to book.

Schreff

The abuse of Wyndham Platinum has been taking place since I reached that level. It is not only in situations like yours but also in the benefits promised which have been inundated by even higher levels designed by Wyndham to sell more units. Please let me know the name of the Wyndham attorney because I am in process of looking into legal action. Platinum owners have spent a great deal of money for benefits promised not only by Wyndham's sale team but also in black and white on the contracts.

Thanks

Is this just a Beaver Creek thing or has this happened elsewhere? I don't cancel and rebook, but a lot of times I book within 60 days at half points, take a free upgrade and ask and been allowed to stay in the same unit for multiple weeks at a time. In fact maids come mid week to freshen up the room, etc., on more than 7 night stays and at some resorts during 7 night stays.

Remember ... the Front Desk staff is now also the HANG TAG gang. I am sure some form of commission is being made to the front end personnel .... esp if the former HANG STAFF members are NOW working 11PM to 7AM front desk duty or rotating duties 7 days a week ... revenge would be in their card deck. ie moving every week, bad views ... I know of one or two resorts I should not check into...

I can see having to move once in awhile to give the room a good clean and so you do not establish residency.

But everything week is annoying. It creates more work for everyone and devalues the program.

am1 said:

I can see having to move once in awhile to give the room a good clean and so you do not establish residency.

But everything week is annoying. It creates more work for everyone and devalues the program.

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It increases house keeping costs which are passed on as operating costs, i.e. increase in maintenance fees.

tschwa2 said:

I have a feeling the lawyer you spoke to wasn't from Wyndham but was one trying to drum up business on a possible class action against Wyndham.

Without knowing what happened from the little bit you posted by guess would be the resort felt like you were trying to throw around your platinum status and your entitlement to stay in the same room and someone got mad and said they will make you move every week. In general I don't think the resort cares how many points you used to book.

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There is at least one attorney (probably more) lurking here on TUG looking for disgruntled Wyndham owners who claim to have been misled by Wyndham concerning cancel-rebook. This attorney has sent PMs to me and no doubt to many others trying to get information and clients for his class action suit against Wyndham. If the OP isn't the lawyer then no doubt the lawyer he speaks of is the one working on the law suit. As to the OP’s claim, there is no way that a resort reservation desk clerk would know whether a person got their reservation through the cancel-rebook process or if it was just booked during the discount period. The OP’s claims sound rather outrageous to me but if any of it is true it should be reported to Wyndham Owner Care.

Ron2 said:

There is at least one attorney (probably more) lurking here on TUG looking for disgruntled Wyndham owners who claim to have been misled by Wyndham concerning cancel-rebook. This attorney has sent PMs to me and no doubt to many others trying to get information and clients for his class action suit against Wyndham. If the OP isn't the lawyer then no doubt the lawyer he speaks of is the one working on the law suit. As to the OP’s claim, there is no way that a resort reservation desk clerk would know whether a person got their reservation through the cancel-rebook process or if it was just booked during the discount period. The OP’s claims sound rather outrageous to me but if any of it is true it should be reported to Wyndham Owner Care.

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A bunch of reservations at the discounted points in prime season is a good hint.

There is a lot of availability at Wyndham Beaver Creek. The OP could not have gotten the cancel/re-book more than 60 days out, which is only the first part of their stay. Even now, they can only cancel/re-book through May.

Also the resort does not see the reservations until 2 or 3 weeks prior to check-in so they would have no way to know they were staying that long unless someone 'told' them.

Pathways said:

There is a lot of availability at Wyndham Beaver Creek. The OP could not have gotten the cancel/re-book more than 60 days out, which is only the first part of their stay. Even now, they can only cancel/re-book through May.

Also the resort does not see the reservations until 2 or 3 weeks prior to check-in so they would have no way to know they were staying that long unless someone 'told' them.

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If there is lots of availability it is completely within the OPs rights to cancel and rebook. How would the resort even know that information, unless someone is digging into your history.

Try being nice to the front desk staff, not confrontational, perhaps they will work with you. Demanding to not be moved, but rather asking is they could accommodate you as much as possible goes a long way. Just saying.....

If the check in staff member was a former Hangtag person ... they can read more into the history than a regular front desk checkin clerk --- who would want to go from a 10-5 job to 8 hours either 7-3 or 3-11 or 11-7 shift? And not commissions on sales or kickback from vendors who they stuff guests onto their tours (yes, the hangtag staff got commissions from the tour vendors).

I would just avoid the "unhappy" staff member and befriend another. If that fails, very politely talk with the Front Desk supervisor ... smiles and praises go much further than whining and ranting.

It does sound like the OP made the wrong person mad.

I also think Adam made a good point here:

am1 said:

I can see having to move once in awhile to give the room a good clean and so you do not establish residency.

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Overall, I am green with envy, OP is living my dream as far as using the Wyndham's (not the room changes though). Some day.

vacationhopeful said:

Remember ... the Front Desk staff is now also the HANG TAG gang.

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What do you mean by hang tag?

staceyeileen said:

What do you mean by hang tag?

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AKA a Parking Pass...

don't let them bulay you!!!!

Denise they are not allowed to do this. I know bluegreen uses this as common practice as they use these excuses to strip benefits from owners ad they can change at any time per contracts. I manage platinum accounts so am very familiar with this and a prior employee so know the internal policies. Please email me so I can help you deal with this outrageous behavior, free of charge charge as we are an owner advocacy group. This company amazes me how they steal from owners every single day but have the audacity to say this to you. Let's get you some customer service points to recoup your stay! Then they will learn to keep their mouths shut and treat their owners with the respect they deserve! !!!!! I would also love the name of the legal services rep who contacted you! I know they think their owners aren't bright enough to figure this out but I have many sales memos that tell the sales rep to pitch this and rental. Bet they hate they put so much on paper! I'd love to expose their entire system on here but will refrain to give my clients the upper hand and complete confidentiality. I'd love to speak to you and amazed how they can't handle any competition Angela5svr@gmail.com

travelwyndham said:

We checked into the Wyndham Beaver Creek in February and had reservations through July.

The resort said that they would keep us in the same unit for the entire stay but decided they wanted to use our unit for the show room and decided to make us move. The move was difficult because we were prepared for a long stay and they were very upset because it took too long. They said that for the rest of our stay they were going to make us move every week.

They said that the reason they moved us in the first place was because I took advantage of the option to cancel and rebook within 60 days of travel and they said that I was a cheater for getting the rooms at a discount, even though this is the way the platinum ownership was sold to me (because of that benefit). They looked into my account and even "googled me" and found out that I rent some of my points to help cover maintenance and said that I wasn't allowed to have overlapping reservations.

I explained that the reservations weren't overlapping because they had my name, husbands name, sons name and my fathers name (the original owner, who still uses his Wyndham to travel). This obviously upset them because my fathers name was removed from the account a few days later.

I cannot grasp how this is even legal and I need the harassment to stop. I was told that I was allowed to rent out my points and to do a cancel and rebook on a reservation within 60 days of travel and even get a free upgrade as a platinum benefit. How dare they call me a cheat and manipulator and then change my account without my permission.

PS- A lawyer from Wyndham contacted me and wanted the names of all the reps and mangers who told me that it was O.K. and pitched the idea of the Book, Cancel, and Rebook process- Of course I don't remember those names! Any Ideas? We have always been HUGE supporters of Wyndham and now we are being kicked to the curb for knowing how to use it.

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A couple of things to know about BC/Vail:

1) brand new, barely have the doors open
2) understaffed for a full house - I would even say severely understaffed
3) units are still being worked on- items still need to be fixed/added, etc resort was full when we were there and they came into our room twice to fix issues. I can see them moving your units just to get into them to do some fixes and finishing.
4) there are no hang tag people. parking is all valet. we were not approached at all, by anyone, for a sales presentation. there was a sign in the lobby to sign up.
5) we did stay in the same room with 3 ressies that totaled 8 days. Called the week before to point it out to them, and we stayed in the same room.
6) staff were doing any and all jobs - from helping with linen changes, fetching spa towels and valeting cars and luggage. they were ALL extremely nice and helpful despite the current situation.
7) we spoke to the General Manager regarding some issues we were NOT happy about. I believe we were "reasonably calm" - she was extremely professional, and found reasonable solutions/accommodations for our issues.

We do 4 weeks at a time in timeshares. The longest we have stayed in one room is two weeks. Personally, I am not sure that "months" in the same room is reasonable - I can see 2-3 weeks, month maximum. Staff need to "deep clean" rooms and resolve issues from time to time.

My 2 cents on the situation.

We have stayed up to three weeks in the same room. Never tried to stay longer. We have had extended stays at several resorts and have found front desk people very accommodating and professional. At Edisto Island, they had us in different condos for our two-week stay, and changed it upon our arrival so we wouldn't have to move. We always try to treat the front desk people as kindly as we possibly can and have found their reaction to be very helpful.

Wyndham Doesn't Like That I Know The System

Yes, I posted about Beaver Creek. To clarify, the front desk staff was awesome! They have some glitches to work out. First please let me explain my story. My husband was given a short amount of time to get his affairs in order due to a malignant brain tumor back in 2004 (he's still here!). We have 5 children- twin 4 year olds, a 7 year old, 16 year old and 18 year old. We have been "living like he was dying" for so long that we ran into some financial troubles and decided to take the advice of Wyndham and travel more (leaving our house to be rented and the utility bills behind) killing 2 birds with 1 stone (hate that term) because many times we had to travel for treatment anyway and then we could show the kids the world and have lots of family time and finally try our hands at renting our timeshare, too. Well it worked.... We have seen so much, and I have had success with the rentals.

I am really good at booking and then canceling and rebooking for the discount and upgrade. With the left over points I rent out to others and it takes care of my maintenance. We had no issues until the manager at Wyndham Beaver Creek starting asking me questions about what I did and I was very honest. He even asked me about renting a few nights from me for his family. Well it was farce- because he was just trying to get info. He never needed the rental. He had a lawyer from Wyndham call me and tell me that I was a cheater and manipulator of the Wyndham system and said that from then on they would make us move very week. Out at 10 am and then back into the same unit at 4 pm. Just to make us miserable. They said that it wasn't in the spirit of Wyndham to book, cancel and rebook and that I was taking advantage. Since then our lives with Wyndham have been a nightmare. They have hired a few people to constantly check our account and cancel our reservations (sometimes even my own vacations- not the ones I intended to rent) leaving us without a place to stay and then lying about it in the notes saying that it was in my daughter's name (who isn't old enough to check in- therefore its ok to cancel and forfeit the points).

Luckily, I have been taking pictures of my reservations and they can no longer lie- I have proof, but I don't know how they are going to fix what's missing. Also, besides stays missing from my account, I'm pretty sure that there are points missing. That I haven't been able to prove yet- But I'm working on it. A lawyer with Wyndham called me and actually offered to buy us out of our points if we were ready to give up. Honestly, I don't know what to do. There are some pretty big megarenters out there. I'm not one of them. I only have about 6 million points and we are staying 365 days out of the year on our points. How would it be possible to match the rental business of those who have 30 million points? They are coming after me because I really know how to work the system and I've been told this by people high up in the business who advise that I higher a lawyer.

I've stayed pretty quiet, but I have had it and it's time to speak my side and let others know what this company is capable of. You are probably wondering- why not just let them buy us out? Well I'm sure it wouldn't match the hundreds of thousands of dollars that we have put into it (we own almost 2 million directly through Wyndham, 2.2 million in associate resorts that we converted and then about 2 million in resales), but we really do love traveling with the kids and we don't want to ruin our credit. It was working fine until Beaver Creek. We are supposed to be going to Australia and New Zealand September- January (I have many double reservations because some of the units are too small to sleep our family of 7 and I'm worried that Wyndham is going to cancel on us).

On another note- I hear from people all the time who say that they have heard our story in a sales presentation (they use my story to sell!) and that they were inspired and bought more or have been trying to do what we do. I've always been fine with that and a huge promoter of Wyndham because its given me the opportunity to travel the world with my family. But now I want to go into the sales center and tell everyone that its all lies. Yes, they can do most of the things told to them- but watch out, if they get too good, Wyndham will be a big STOP to it quickly and there's nothing you can do. By the way- they did remove names from our account to keep us from overlapping reservations. Just to make sure they have their watchdogs scanning our account daily. Most of you get those calls from a computer robot warning that your reservation will be canceled if its overlapping- I get "special" attention"... An actual person calls me- usually after they have already done it.

If anyone has anything to offer or can help or has experienced any of these issues. Please please please reach out to me. I just want to resolve it. I just want the harassment to stop. I just want to vacation and experience world travel with my husband and children as long as my husband is able to travel. We have been so blessed so far and we are good people. The kids deserve to enjoy this time with their father. Wyndham's harassment isn't just affecting me- its affecting them, too.... As I sit and write this (desperate) I am in Hawaii- on a computer, fighting with Wyndham. Not at the beach or hiking the trails. All because I rent, get discounts and upgrades. Thank you

richjester said:

We have stayed up to three weeks in the same room. Never tried to stay longer. We have had extended stays at several resorts and have found front desk people very accommodating and professional. At Edisto Island, they had us in different condos for our two-week stay, and changed it upon our arrival so we wouldn't have to move. We always try to treat the front desk people as kindly as we possibly can and have found their reaction to be very helpful.

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Yes, I agree... Normally we are allowed to stay in the same room for long periods of time. Most front desk staff are wonderful and helpful and even become like family after awhile. This is something completely different. Please read my explanation. As I am writing this I am in Hawaii in a room that I will be in for 3 weeks straight. The staff is wonderful. Thank you for your reply.