TUG Review Crew
- Oct 26, 2015
- Reaction score
- Location, Location.
- Resorts Owned
Wyndham National Harbor
Bay Club of Sandestin
I am new here and found this site via a fellow timeshare owner who recommended it to me.
Our family has been Founder VIP Owners with Club Wyndham for over 25 years. During COVID lockdowns my mother was diagnosed with aggressive dementia, which required around the clock care for over 2+ years until her death recently. We were unable to travel and spent the majority of our time caring for my mom. Since we couldn’t travel we used our complimentary guest pass (we are afforded 45 passes per year) to let friends and members of our church to use the resorts. They helped to mitigate our maintenance fees and were able to enjoy Wyndham resorts since we were unable to leave my mom.
Earlier this year, Wyndham notified us they were suspending our ownership for “commercial use” because we used too many guest passes and had not used our reservations for personal use. Our account was suspended for 90 days, BUT during that period they continued to collect maintenance fees to the tune of thousands of dollars. Basically, we were charged for something we weren't allowed to use. Over the last 25+ years we have traveled to well over 20 Wyndham resorts and used our guest passes for friends to accompany us. When we contacted them to explain our situation, they said there is nothing they can do and we were designated a "commercial user"? When I asked for documentation to better explain this policy, I was told there is no objective language what determines what a "commercial user" is and based on our usage the last 2 years they determined our account to be a commercial user (regardless of our situation). I asked to appeal the decision, but was told there is no appeal process. As Founder VIP owners with well over 7 figures of points, I can not believe there is no way around this. This whole experience has really changed my opinion of Wyndham.
Has anyone had any experience with this? Any help would be appreciated.
Sorry to hear about your mom. I cannot imagine how stressful that was. To top it off, Wyndham suspended your account causing more stress in a time of grief.
I agree with @HitchHiker71. Email Michael Brown. In addition to what he said, maybe make mention that you understand that people were trying to make money with their timeshare and that forced them to take action against those owners. However, that was not the case in your situation. You never advertised your rentals and only rented to people you knew and it wasn’t intended to make a profit.
The above will acknowledge why they were “forced” to make those changes and you are not arguing that. You’re only asking they relook into your situation and hopefully reconsider. I am not agreeing with them and I am definitely not trying to make excuses. It’s just that sometimes you have to tell them what they want to hear to get what you want. Whether you actually believe it or not.
One other thing. Keep the email polite and professional. Leave emotion out of it. They will be more likely to work with you.
Best of luck to you. Let us know how it goes.
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