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Wyndham CANCELLED one of our reservations when they "cleaned" up owner names!!

S

Snippy

Guest
Joined
Jun 22, 2022
Messages
43
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21
Resorts Owned
Wyndham
We had not been able to book online in our account since one of the "upgrades" in Oct 2022. I have had to call to book or cancel. After several calls to Wyndham, Owner resolutions created a ticket in Jan 2023.

On May 30, I called to find status. They said my initial ticket was closed as resolved, and a new ticket had been created to clean up owner names. She reopened the initial ticket as we could not book, it had not been resolved. And, sent me an email as she said she would now be our single contact to ensure this was resolved. She sent an email with the ticket number.

It did not make sense to me what duplicate names would have to do with being able to book, but did not seem like it would harm anything to clean them up.
What our account looked like: All these names showed when choosing who the traveler was at time of booking. Some identical. Some different with middle names or middle initials and one mis-spelled.

Jim Smith
Jim Bob Smith
James Smith
James Smith
James Smith
Jane Rebecca Smith
Jane Rebecca Smith
Sally Smith
Sally Sue Smith
Salty Smith ( mis-spelling)
Jane Smith
Jane Rebecca Smith
Jane R Smith

We had reservations. June 29 to July 4, and June 30 to July 4. These had both been booked by calling and the rep ensured one had traveler James Smith and the other Sally Smith. I had checked online to confirm traveler name. I knew they were NOT overlapping.

June 6 - I received an email stating the June 29 to July 4 reservation had been cancelled as it had been identified as overlapping!!!

Our extended family has 2 Wyndam memberships and my name is on both. I immediately logged in, i was placed in the other account, and the "switch accounts" option was missing.

Not wanting to wait till morning to call - I proceeded to register for a new login id. I used the name that is spelled wrong. Salty Smith and the contract with Sally's name. Wala - new login. account profile shows Sally Smith has logged in.

First thing - I looked for the dates of the cancelled reservation. I was able to find a handicap unit for our needed dates. I initiated the booking and to my relief, it booked! Travel saved. Thankfully owner priority saved the day it seems as there was a 2br available. 6 months to identify that my account was messed up due to duplicate names.

During that booking I was able to see my account now shows just 3 names
James Smith
Sally Smith
Jane Rebecca Smith

I then investigated.

June 30 to July 4 was in the name of Jane Rebecca Smith.

The cancelled June 29 to July 4 had been in the name of James Smith. There was NOT a duplicate reservation, but it was one of the names that was listed several times. I can only guess that when Wyndham "removed" the duplicate names, this reservation was tied to one that was removed. And, now that the "name" did not exist any longer, the system did not know what to do. Tagged it a duplicate and cancelled it.

-------How inept can IT be to not be aware of this potential and ensure that any account reservations were aligned to the 3 remaining names?? ---------

This is totally inexcusable.

We hear time and time again of IT ineptness. We deal with the Vacation councilor's that spew wrong information. We see Wyndham devaluing VIP benefits, changing policies. We deal with a marginally functioning website. What is our recourse???
 
Did you get your points back from the cancelled so called duplicate reservation?
 
yes. it was more than 15 days away, so points were returned.
 
Par for the course. Because you were able to rebook on your own should not let Wyndham off the hook. Problem is most owners are passive and are happy to grin and bare it.
 
I have had the same problem since October of 2022. I haven't been able to log into our account under Rick's and my names. I can only log in with our son's name. He doesn't even log into the account, so I added him as a new user with Rick's email and my cell phone. It worked.

I recently had a reservation that also was cancelled due to owner name overlap, but I cannot even see that account, haven't been able to see it for weeks now. We have two Founders accounts, and only one that I can see. I made reservations in the other account that I cannot see because it had more points. I cannot see my reservations to cancel anything, and I have no idea when they cancel reservations due to overlapping owner names. We were staying just one night at some resorts, but we booked two nights because you cannot book one night. I had to use both of our names. Perhaps I made a mistake, I don't know, but I am about ready to chuck Wyndham completely.

If you cannot log into your account and cannot see it for months at a time, then something is amiss. No one seems to care. The latest comment from one person in owner resolutions (or whatever it's called) was, "Maybe after this update starting 6/12, both of your accounts will be back up." Why? Is this going to be magical or something?
 
The saga continues. As part of the account ticket - I received an owner resolutions specialist. I emailed her describing the cancellation. Her reply a week later was to tell me that all work on "tickets" was being halted until June 16.

Fast forward to today.

The first part of our family arrived to check in yesterday. The clerk indicated that I had to fwd the Wyndham confirmation email to him so that he could review it with his manager. I asked why. He said because there is a flag on my account. He could not tell me why there was a flag on my account. He could not tell me what a copy of the email was supposed to show. I can think of no purpose for this. This reservation was in an owners name. This year we have used ~10 reservations and Zero guests. How would an owner be able to pull some sort of trick? Anyone else being asked this?

Second part of our family arrived today. That reservation that I booked after Wyndham cancelled the first one was not in the resort system anywhere. I showed them the active reservation from my phone. They looked at my account and could see it. After waiting 20 minutes for the manager to get off the phone, he looked at our account and told the clerk to put the reservation into the system. The clerk indicated that they do see this on occasion. This is just unbelievable. What would have happened if the resort did not hold back a room or two?
 
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