The New Club Wyndham Website (General Discussion)

[jayejayeg]

Been on hold numerous times trying to inquire, sometimes longer than 30 minutes, sometimes longer than an hour... getting no where. So on 6/11 I decide to provide comments/feedback regarding our account which appears to show new points we are waiting on in the 2018 use year as part of our total - but not available - and also doesn't list the contract under ownership yet. I was wondering if I was ever going to get a response to that message that I sent... and I finally did. A completely useless reply from a specialist in Owner Care.

"Thank you for coming to CLUB WYNDHAM in regards to your comments. We are very glad to have this opportunity to be of service to you.

I apologize for the delayed response to your inquiry. It appears as though your points have been corrected, I apologize for any technical glitches you experienced and we thank you for your patience during this time.


For additional assistance, please do not hesitate to reach out to CLUB WYNDHAM at 1-800-251-8736, Monday-Friday 8:00am-8:00pm EST as well as Saturday and Sunday 9:00am-6:00pm EST."

So I go log in, excited to see if the new contract is showing up and if we now have those points available in 2018. NOPE. Nothing has changed with our account at all. Same point total for 2018, no points available in 2018 (yet) and no new contract listed under ownership. <sigh>

We started this process in January and got a copy of the deed on May 3... so I will just keep waiting and waiting I guess.

 

[bnoble]

I stopped reading this thread on page 45. Tonight I caught back up. Now I have a headache and need a beer....

My ignore list has gotten a LOT longer. It sometimes makes the thread confusing, but at least I have some small chance of actually seeing posts that have information about how to use the site.

 

[Baby Jane]

This actually is a good point. There were a couple of issues; one of the issues was the number of reservations tied up to enable the cancel/rebook/upgrade trick. The other was the large discrepancy between the rack rate and actual rate paid by platinum VIP owners for certain reservations. The oft-used example is a 3BR for half the 1BR price, but there were scenarios enabling even greater spreads with net point costs of less than 1/8th the rack rate.

If Wyndham wanted to eliminate a lot of the "noise" in the system (i.e, reservations that were "placeholders" that would be canceled and then rebooked) they could easily have implemented an immediate discount option. The fact they didn't shows that was never the true intent. Yes, it was a loophole; that it was known and commonly used as a sales tool doesn't mean that getting every reservation at discount and upgrade was the intent.

They usually said your million should be worth 1.5x that you should get discounts and upgrades on at least half your reservations. I do not believe for 1 minute Wyndham did not sanction this to make the sale.

 

[happyhopian]

They usually said your million should be worth 1.5x that you should get discounts and upgrades on at least half your reservations. I do not believe for 1 minute Wyndham did not sanction this to make the sale.

Of course they did, until they couldn't rent extra holidays @ $325 a night in a 3br while ebay was renting 3brs at $200 a night. Ron's right Wyndham WAS talking about fairness the subject of their statement wasn't clear

 

[cyseitz]

What is going to be there selling point for VIP if they take away all of the upgrades?

 

[Braindead]

What is going to be there selling point for VIP if they take away all of the upgrades?

That is their selling point.
Sales weasel spin is the average Platinum owner will get more upgrades with the auto upgrade.
I'm not saying that is going to happen.
Just the sales weasels theory earlier this week

 

[Sandy VDH]

Yet again more non-functioning/odd/unexplained website stuff.

I am unlimited housekeeping so I guess I don't care, but what the heck is this....

Award Expiration Points Deduction. No Idea, any guesses??

 

[raygo123]

Yet again more non-functioning/odd/unexplained website stuff.

I am unlimited housekeeping so I guess I don't care, but what the heck is this....

Award Expiration Points Deduction. No Idea, any guesses??

View attachment 4212

On the old site it showed up on the point status report as the total remaining in the end column. It was a running total.

Sent from my RCT6873W42 using Tapatalk

 

[55plus]

What is going to be there selling point for VIP if they take away all of the upgrades?

The sales weasels will continue to lie, tell half truths, spin the facts and say anything to make a sale. They will continue talk about cancel and rebook, etc., and play everything up as being great, including the piece of crap website.

 

[Sandy VDH]

On the old site it showed up on the point status report as the total remaining in the end column. It was a running total.

Sent from my RCT6873W42 using Tapatalk

Two things:
This is NOT on my point status report, this is a transaction item in my listing. That is why I don't get it, This is just a transaction line item NOT a total on a report.
I am unlimited so why bother? It doesn't matter

 

[raygo123]

Two things:
This is NOT on my point status report, this is a transaction item in my listing. That is why I don't get it, This is just a transaction line item NOT a total on a report.
I am unlimited so why bother? It doesn't matter

Yes I know, I was telling what was done on the old site as compared to the new site showing it as a line item, rather than just a running total. I agree it is useless to VIP gold and platinum. The same with transaction fees. To the owner with say 200,000 points, it may. Its probably easier to show all owners rather than trying to limit it to non VIP owners.

Sent from my RCT6873W42 using Tapatalk

 

[55plus]

Yes I know, I was telling what was done on the old site as compared to the new site showing it as a line item, rather than just a running total. I agree it is useless to VIP gold and platinum. The same with transaction fees. To the owner with say 200,000 points, it may. Its probably easier to show all owners rather than trying to limit it to non VIP owners. Sent from my RCT6873W42 using Tapatalk

It may be an indicator of a future policy change. Limiting free transaction fees and house keeping credits for VIP Gold and Platinum. Wyndham likes to change the rules after the game begins.

 

[bogey21]

Wyndham likes to change the rules after the game begins.

This kind of treatment is not unique to Wyndham. All the "Big Boys" do it. It is the reason I bailed from Marriott many years ago.

George

 

[raygo123]

It may be an indicator of a future policy change. Limiting free transaction fees and house keeping credits for VIP Gold and Platinum. Wyndham likes to change the rules after the game begins.

Not really, it was quite visible, and worked like a countdown. 0 left means you have to buy some. It's just a different format.

Sent from my RCT6873W42 using Tapatalk

 

[Baby Jane]

Not really, it was quite visible, and worked like a countdown. 0 left means you have to buy some. It's just a different format.

Sent from my RCT6873W42 using Tapatalk

I think its just the website and the way it is set up. While I know Wyndham is all about money and profit they have to leave a few perks for VIP or it will be a tough sell especially when resale can be bought so much cheaper.

 

[buckor]

Okay, so I spoke with an OC rep again today about the negative points showing on my account and keeping me from being able to make reservations for this year.

Evidently the system has a problem with how it is accounting for cancellations. I made a reservation and then cancelled it the same day, testing out the new website and its features. The next day, evidently, the system took the points from a whole contract and put them in as negative points.

The OC rep said this has happened to MANY people and that IT was working on a system fix. However, they did not know when it would be fixed and then a points audit would have to take place.

Sent from my SAMSUNG-SM-J320AZ using Tapatalk

 

[WalnutBaron]

We started this process in January and got a copy of the deed on May 3... so I will just keep waiting and waiting I guess.

That is unconscionable. By comparison, I purchased a Hyatt week in Sedona earlier this year. The deed was conveyed after passing ROFR on May 3. The points and property were in my online Hyatt Residence Club account on June 11. It's just amazing how badly Wyndham owners are being treated by the company.

 

[cyseitz]

So. the website looks different for me right now.....I GUESS they THINK they made it better!

 

[tnort5]

I've got a bit of a specific question regarding the new site. If you have selected the automatic upgrade, and so has another owner, when one upgrade becomes available, which owner gets the upgrade? Can you over ride the auto procedure and manually try to snag an upgrade? If you cancelled a 3 bedroom reservation and tried to upgrade a 2 bedroom, how would you be able to get it?

Thanks

 

[IT Guy]

I've got a bit of a specific question regarding the new site. If you have selected the automatic upgrade, and so has another owner, when one upgrade becomes available, which owner gets the upgrade? Can you over ride the auto procedure and manually try to snag an upgrade? If you cancelled a 3 bedroom reservation and tried to upgrade a 2 bedroom, how would you be able to get it?

Thanks

Sorry to say but that old process of cancel/rebook/upgrade does not work anymore. No one knows when cancelled units come back. Those who have been lucky enough to see one of their cancelled units return tell us it is not consistent. They also did away with the ability to manually upgrade an existing reservation even if you see a larger unit available. The best bet to get an upgrade now is to make a new booking when you happen to see two different size units available. There is another thread dedicated to the cancel and rebook topic.

Best regards to all.

 

[foundyoubyaccident]

Well Folks, I know I have said it before on this thread, but I have to say it again... I am locked out. I can't count, it is either the 4th or 5th time. It could be conceivable that maybe I keep forgetting my user name and password.. but I don't have to enter it in, it is automatically saved! I am going to presume like I have all the other times, that a contract has dropped. Since every time a new one has come, I have been kicked out of the system.. It is a pattern. For any of those resale-ers like myself, has this been happening to you?

 

[wjappraise]

Arghhh!!!! What a piece of crap this new website is. But Owner Care is firmly convinced they can make it look good, by failing even more miserably in their attempts to "help" their owners (suckers!). What a horrible chain of events this has rolled into our lives.

When the new website rolled out, I had the same issues as most here, but I also had a current point balance of NEGATIVE 6 million points. I tried calling and waiting and waiting and waiting to get help. No one could or would help, even they opened up "tickets" and "cases" on my behalf. I read here that I could get a response on the website by clicking the "contact us" tab. So I did this on May 30, 2017 after getting no fixes for a week from the rollout. I was blunt and to the point. Here is exactly what I stated: "This website debacle has to stop!!! What is going to take for your to fix it? Right now I am showing as having NEGATIVE 6,000,000 points!!!!! This is an outrage how inept you have become!!!! This must be resolved or go back to the old website!"

Some 13 days later, on June 12, 2017 I was given this response: "Thank you for your feedback regarding your new owner website. I apologize for the delayed response to your query. We value your feedback and consistently share comments, suggestions and concerns with our leadership team to assist in making future enhancements based upon your comments. Our Information and Technology team is being made aware of issues occurring on a small population of accounts and working towards a permanent resolve; should you require immediate assistance please contact us at 1-800-251-8736. Thank you for your patience while we work to improve your online experience."

I immediately responded to this on June 12, 2017 with this missive: "This is an unacceptable and completely useless response. . . TWELVE DAYS after the initial plea was sent. Why would you roll out an entirely new IT platform without proper beta testing?
You accept my monthly payments!!! In fact you will suspend my account if I do not pay. Where is the compensation due for not being able to correctly use my account?"

SIXTEEN days later, I get this response: "Good afternoon Wes, I apologize for the delay in replying to your email and appreciate your patience.
A history of transactions on your account has been requested. This request can take up to 15 business days for you to receive.
Warm Regards, CLUB WYNDHAM"

Warm Regards????

Who, besides someone on Wyndham's payroll, could ever dare state that the new rules and website (combined) are an improvement? Yes, I am looking at you, COSmoker.

 

[Sandi Bo]

Arghhh!!!! What a piece of crap this new website is. But Owner Care is firmly convinced they can make it look good, by failing even more miserably in their attempts to "help" their owners (suckers!). What a horrible chain of events this has rolled into our lives.

When the new website rolled out, I had the same issues as most here, but I also had a current point balance of NEGATIVE 6 million points. I tried calling and waiting and waiting and waiting to get help. No one could or would help, even they opened up "tickets" and "cases" on my behalf. I read here that I could get a response on the website by clicking the "contact us" tab. So I did this on May 30, 2017 after getting no fixes for a week from the rollout. I was blunt and to the point. Here is exactly what I stated: "This website debacle has to stop!!! What is going to take for your to fix it? Right now I am showing as having NEGATIVE 6,000,000 points!!!!! This is an outrage how inept you have become!!!! This must be resolved or go back to the old website!"

Some 13 days later, on June 12, 2017 I was given this response: "Thank you for your feedback regarding your new owner website. I apologize for the delayed response to your query. We value your feedback and consistently share comments, suggestions and concerns with our leadership team to assist in making future enhancements based upon your comments. Our Information and Technology team is being made aware of issues occurring on a small population of accounts and working towards a permanent resolve; should you require immediate assistance please contact us at 1-800-251-8736. Thank you for your patience while we work to improve your online experience."

I immediately responded to this on June 12, 2017 with this missive: "This is an unacceptable and completely useless response. . . TWELVE DAYS after the initial plea was sent. Why would you roll out an entirely new IT platform without proper beta testing?
You accept my monthly payments!!! In fact you will suspend my account if I do not pay. Where is the compensation due for not being able to correctly use my account?"

SIXTEEN days later, I get this response: "Good afternoon Wes, I apologize for the delay in replying to your email and appreciate your patience.
A history of transactions on your account has been requested. This request can take up to 15 business days for you to receive.
Warm Regards, CLUB WYNDHAM"

Warm Regards????

Who, besides someone on payroll, could ever dare state that the new rules and website (combined) are an improvement? Yes, I am looking at you, COSmoker.

Haha, oh my.

I especially love the way WYN throws around their 1-800-251-8736 number (always has). How with a straight face can they suggest we call that (for ANYTHING including callbacks from Owner Care or problems with our accounts). Call 1-800-251-8736, hold for an hour or two, and likely the person who answers will be clueless to what you are calling about and not be able to help you. Not when it's a specific issue (like yours for example).

Ever get one of those phone calls (old system) that you have an overlapping reservation, and if you have questions call 1-800-251-8736. The VC were NOT able to tell you why you were called. Many, many examples along those lines.

I have been playing tag with someone in Owner Care. I call and hold for 1 or 2 hours, he's not available, they'll leave him a message I called. He calls me back, I miss him... leaves a message to call 1-800-251-8736.

I'd love to see how they notate our accounts, because they rarely seem able to pull up old notes.

Shameful customer service (appearance of helpfulness - not reality).

 

[cayman01]

Arghhh!!!! What a piece of crap this new website is. But Owner Care is firmly convinced they can make it look good, by failing even more miserably in their attempts to "help" their owners (suckers!). What a horrible chain of events this has rolled into our lives.

When the new website rolled out, I had the same issues as most here, but I also had a current point balance of NEGATIVE 6 million points. I tried calling and waiting and waiting and waiting to get help. No one could or would help, even they opened up "tickets" and "cases" on my behalf. I read here that I could get a response on the website by clicking the "contact us" tab. So I did this on May 30, 2017 after getting no fixes for a week from the rollout. I was blunt and to the point. Here is exactly what I stated: "This website debacle has to stop!!! What is going to take for your to fix it? Right now I am showing as having NEGATIVE 6,000,000 points!!!!! This is an outrage how inept you have become!!!! This must be resolved or go back to the old website!"

Some 13 days later, on June 12, 2017 I was given this response: "Thank you for your feedback regarding your new owner website. I apologize for the delayed response to your query. We value your feedback and consistently share comments, suggestions and concerns with our leadership team to assist in making future enhancements based upon your comments. Our Information and Technology team is being made aware of issues occurring on a small population of accounts and working towards a permanent resolve; should you require immediate assistance please contact us at 1-800-251-8736. Thank you for your patience while we work to improve your online experience."

I immediately responded to this on June 12, 2017 with this missive: "This is an unacceptable and completely useless response. . . TWELVE DAYS after the initial plea was sent. Why would you roll out an entirely new IT platform without proper beta testing?
You accept my monthly payments!!! In fact you will suspend my account if I do not pay. Where is the compensation due for not being able to correctly use my account?"

SIXTEEN days later, I get this response: "Good afternoon Wes, I apologize for the delay in replying to your email and appreciate your patience.
A history of transactions on your account has been requested. This request can take up to 15 business days for you to receive.
Warm Regards, CLUB WYNDHAM"

Warm Regards????

Who, besides someone on Wyndham's payroll, could ever dare state that the new rules and website (combined) are an improvement? Yes, I am looking at you, COSmoker.

I think this timeline gives us a great example of just how widespread the problems are with this new system. AND how ill equipped Wyndham is to handle it. They do not have enough people working on the problems with the software, nor do they have enough people to help with owner account problems.

 

[bobbyoc23]

Call 1-800-251-8736, hold for an hour or two...

I keep reading about people being on hold for an hour or two. Do you have to wait that long just to speak to someone? Or does that include hold times while they try to resolve your issue?

I ask because I've had an ongoing issue with my account (they canceled my RCI account, yay!), and I've had to dial that number multiple times (options 3 then 2 afterwards, I believe). I've always been able to talk to someone within 5-10 minutes, and usually closer to 5. I am a small peanuts account compared to most here, and other than my RCI issue everything else is fine. I am beginning to wonder if calls from larger accounts with issues are somehow flagged or screened? Just trying to reconcile the different wait times.

I don't think I'd have as much patience as you guys, I'd start cussing and hang up after 30 minutes...