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Wyndham limiting access by non-owners during most sought-after dates/locations

dgalati

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I’m not sure why Wyndham can’t get their agents to understand their new policy - oh wait, it’s Wyndham, that’s why.

Here is the policy from the email:

• Allowing you to bring guests with you when you will be visiting these identified resorts during the select travel dates. As long as the owner and guest reservation(s) have an overlapping day, you may reserve as many guest reservations as you would like.

• For reservations at identified resorts during the select travel periods when you are not traveling with your guests, up to two times a year, you can use a Guest Confirmation from your annual allotment. Guest reservations during these peak times in excess of the two allowed will be subject to cancellation.

“As long as the owner and guest reservations have an overlapping day, you may reserve as many guest reservations as you would like.”

That’s a quote. Of course, you are limited to no more than 10 units per night, less at smaller resorts.

Wes.
Its like lake effect snow. Don't count on what the weatherman says the night before. You just never know how much snow you will wake up to. You can get 3 foot while 5 miles down the road the neighbors barely get a inch.
 

Jan M.

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I’m not sure what you’re referring to here.

Newest email on the subject with a refinement that allows use of guest certificates twice per year in the Owner Priority periods.

See also https://clubwyndham.wyndhamdestinations.com/us/en/owner-guide/resources/reservations/owner-priority-reservations?utm_source=member-update_20210618&utm_medium=Email&utm_campaign=cw_geoff&utm_content=<strong>


Club Wyndham The summer season is in full swing.
Dear XXXXX Family,
With the summer season in full swing, our resort teams are ready to welcome you back for memorable and fun-filled experiences. Whether it’s a relaxing beach getaway, an adventure-packed vacation in the mountains, or something in between, you have virtually unlimited opportunities to explore incredible destinations this summer.
Vacation Ready
To help ensure you enjoy your vacation experience, we remain committed to Vacation Ready, our enhanced health and safety measures. Our housekeeping teams are working in overdrive, and we continue to follow state and local mandates, where applicable.

We’re pleased to share many of your resort amenities have reopened for your enjoyment. We’ve also made several improvements around our resorts to enhance your experience, including curbside check-in to get you on your vacation safely and efficiently, and new wristbands that allow you to open your suite, access resort amenities, and unlock local deals.
Prioritizing Owner Reservations
To help you cross different destinations off your bucket list, we are continuing our efforts to prioritize owner reservations by limiting access by non-owners at select resorts during peak travel times. Since we began these efforts in March, we’ve heard feedback from many owners that you’ve been able to achieve your vacation plans and visit many popular destinations during your desired travel times — and that you’d like to see these options expanded even further. You’ve also told us how much you enjoy sharing your love of travel with family and friends, and spending time with them at our resorts during family reunions and other special occasions.

With owner feedback in mind, we’re making several enhancements to this effort, including:
Adding even more resorts and travel dates where owner travel will be prioritized. Your owner website is the best place to find the most up-to-date information about the select destinations and travel periods so that you can plan your vacations accordingly.
Allowing you to bring guests with you when you will be visiting these identified resorts during the select travel dates. As long as the owner and guest reservation(s) have an overlapping day, you may reserve as many guest reservations as you would like.
For reservations at identified resorts during the select travel periods when you are not traveling with your guests, up to two times a year, you can use a Guest Confirmation from your annual allotment. Guest reservations during these peak times in excess of the two allowed will be subject to cancellation.
You can read more about these updates here.

When I reflect on where we were a year ago compared to where we are today, it’s a journey none of us could have anticipated. Your wellbeing remains our top priority, and we will continue to adapt operations as local, state, and federal guidance evolves. While there may be a few bumps along the way, we are excited to see that so many people are able to get back on vacation — as owners, you understand better than anyone the powerful impact that vacations have in our lives. I hope we see you on vacation soon. Here’s to a safe, fun, and unforgettable summer!

Sincerely,
Geoff Richards
Geoff Richards
Chief Operating Officer
Wyndham Destinations

Even the information in the last bullet point is now questionable.
 

paxsarah

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Even the information in the last bullet point is now questionable.
Is it? It seems to me the email is quite clear and very likely reflects the intent of the new policy. It would be difficult to write something so specific by accident. My impression is that when drafting the website language they tried to simplify and condense that language which just made it all the more confusing. And then they didn’t train anyone on it and apparently didn’t share the email language with their staff.

But really, I was wondering what you meant when you referenced the preexisting 10 reservation limit, which wasn’t mentioned in the email at all as far as I could see.
 

ilya

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So, now with the new clarification of 2 guest per year if not traveling with them, how many guest does Wyndham get to have with what they own?
 

ilya

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Even the information in the last bullet point is now questionable.


Wonder if this was meant to dazzle and confuse everyone who rents so they cancel all of their reservations... Only to find out "oops" this is what we really meant... Just maybe Wyndham was able to pick up some of those dropped reservations..
 

Jae1242

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Can someone share a copy of the email wyndham sent out? I feel the website is not reliable. Wyndham could change any of it overnight with no warning (add dates/resorts). Calling OC to get permission/approval to travel with fam and friends is ridiculous..All these continued changes/restrictions made us realize that having a "deed" means nothing..
 

dioxide45

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Can someone share a copy of the email wyndham sent out? I feel the website is not reliable. Wyndham could change any of it overnight with no warning (add dates/resorts). Calling OC to get permission/approval to travel with fam and friends is ridiculous..All these continued changes/restrictions made us realize that having a "deed" means nothing..
 

paxsarah

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Can someone share a copy of the email wyndham sent out? I feel the website is not reliable. Wyndham could change any of it overnight with no warning (add dates/resorts). Calling OC to get permission/approval to travel with fam and friends is ridiculous..All these continued changes/restrictions made us realize that having a "deed" means nothing..
Just above, Jan quoted Eric's earlier post that had the email in its entirety.
 

CO skier

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So, now with the new clarification of 2 guest per year if not traveling with them, how many guest does Wyndham get to have with what they own?
Zero, apparently, since people have looked and found nothing available through Extra Holidays for the affected dates and resorts.

Wonder if this was meant to dazzle and confuse everyone who rents so they cancel all of their reservations... Only to find out "oops" this is what we really meant... Just maybe Wyndham was able to pick up some of those dropped reservations..
This must be the favorite conspiracy theory from the renters, because it keeps showing up in this thread with no evidence given that the cancelled reservations are appearing on Extra Holidays.
 

paxsarah

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Wonder if this was meant to dazzle and confuse everyone who rents so they cancel all of their reservations... Only to find out "oops" this is what we really meant... Just maybe Wyndham was able to pick up some of those dropped reservations..
This must be the favorite conspiracy theory from the renters, because it keeps showing up in this thread with no evidence given that the cancelled reservations are appearing on Extra Holidays.
It seems the first part, though, could be pretty accurate - for the time being, at least, it seems to have put off renters from pushing the boundaries of this latest policy. (I agree that the part about it all being a ploy to add to Extra Holidays inventory is a stretch.) Even though there seems to be an obvious loophole through booking an overlapping owner dummy reservation, and at the very least a renter should be able to rent two stays during restricted dates free and clear, it seems that renters are loathe to test either of those scenarios right now for fear of being burned (or through confusion about the policy).
 

Jan M.

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Is it? It seems to me the email is quite clear and very likely reflects the intent of the new policy. It would be difficult to write something so specific by accident. My impression is that when drafting the website language they tried to simplify and condense that language which just made it all the more confusing. And then they didn’t train anyone on it and apparently didn’t share the email language with their staff.

But really, I was wondering what you meant when you referenced the preexisting 10 reservation limit, which wasn’t mentioned in the email at all as far as I could see.

You may not know about the nightly limit but owners who rent a lot certainly know. It's on page 247 of the 2018-2019 directory. No more than 10 units per resort, per night. For resorts with less than 50 units, no more than 20% of the units. This change was made several years ago so isn't a recent change. I checked an old directory, 2013-2014, and the nightly unit limit wasn't enacted yet when that directory went to print. Maybe someone else remembers what year it came about.

The email that came says " As long as the owner and guest reservation(s) have an overlapping day, you may reserve as many guest reservations as you would like." Obviously that is incorrect.

Also in the email is "Your owner website is the best place to find the most up-to-date information." If the website was up-to-date we wouldn't be seeing all the posts here on TUG and in the Facebook groups about how to interpret it. Even the reps and owner care have been giving conflicting information.
 
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paxsarah

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The email that came says "you may reserve as many guest reservations as you would like." Obviously that is incorrect.
I'm fully aware about the 10 reservation (or 20%) limit from the 2015 update/directory supplement. I just didn't see where you were seeing in the email. I now understand what you're considering incorrect. An alternate reading of the bolded text would be an implied understanding that it's subject to existing limits. Obviously they weren't lifting existing limits in the email - they were only adding new ones. Without quoting the entirety of Wyndham's policies and processes, one could assume that the existing 10 reservation limit still remains. Rather than arguing it is incorrect, I would argue that it's incomplete, and that by explicitly adding "(subject to existing limits)" it would have sufficed.

Also in the email is "Your owner website is the best place to find the most up-to-date information." If the website was up-to-date we wouldn't be seeing all the posts here on TUG and in the Facebook groups about how to interpret it. Even the reps and owner care have been giving conflicting information.

I don't disagree with this at all, and I've been proclaiming it loudly here and on Facebook [edit: and on Wyndham's feedback tab]. They need to improve the language immediately.
 
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paxsarah

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I checked an old directory, 2013-2014 and the nightly unit limit wasn't enacted yet when that directory went to print. Maybe someone else remembers what year it came about.
This file is the source.
 

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HitchHiker71

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I don't disagree with this at all, and I've been proclaiming it loudly here and on Facebook. They need to improve the language immediately.

Yesterday we dispatched a draft FAQ to one of the senior managers in Owner Care to help address the confusion that is rampant both here on TUG and on the FB groups. We hope that Wyndham will consider publishing a FAQ to provide more clarity/answers and to address specific scenarios as well.
 

paxsarah

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Yesterday we dispatched a draft FAQ to one of the senior managers in Owner Care to help address the confusion that is rampant both here on TUG and on the FB groups. We hope that Wyndham will consider publishing a FAQ to provide more clarity/answers and to address specific scenarios as well.
Secondarily, if Wyndham could broaden the scope of the email addresses that receive the policy-related emails to every owner with a login (the account information that's editable) and not only the "point of contact" email (one per account), it would reduce the confusion of people who haven't been receiving those emails for whatever reason. Then at least everyone should be receiving the same critical information on the same timeline.
 

wjappraise

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Yesterday we dispatched a draft FAQ to one of the senior managers in Owner Care to help address the confusion that is rampant both here on TUG and on the FB groups. We hope that Wyndham will consider publishing a FAQ to provide more clarity/answers and to address specific scenarios as well.

I believe that is good. However the confusion that is rampant that concerns me rests with the VCs and Owner Care. They appear more confused than anyone posting here.

Wyndham’s rush to get things out and not allow anyone time to adequately plan for the changes causes this horrible situation.

Wes.
 

HitchHiker71

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I believe that is good. However the confusion that is rampant that concerns me rests with the VCs and Owner Care. They appear more confused than anyone posting here.

Wyndham’s rush to get things out and not allow anyone time to adequately plan for the changes causes this horrible situation.

Wes.

Let's stick to the problems we can actually resolve. We have zero ability to help resolve process and training oriented issues between departments within Wyndham, and since Wyndham's own verbiage points to the website as the source for guidance/answers - a FAQ that can be included on the same webpage that lists the policy adjustment and impacted resort dates is the best way we can help Wyndham here. That way if VCs/Owner Care are confused - simply point them to the source of truth - their own website complete with scenarios documented via a FAQ - for direct answers/clarity.
 

wjappraise

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Let's stick to the problems we can actually resolve. We have zero ability to help resolve process and training oriented issues between departments within Wyndham, and since Wyndham's own verbiage points to the website as the source for guidance/answers - a FAQ that can be included on the same webpage that lists the policy adjustment and impacted resort dates is the best way we can help Wyndham here. That way if VCs/Owner Care are confused - simply point them to the source of truth - their own website complete with scenarios documented via a FAQ - for direct answers/clarity.

Agreed. To an extent.
However we do need to keep the longer range view of the real issues ... and solutions. The VCs and Owner Care MUST be properly educated and informed, or all the FAQs will mean nothing. Sometimes to be outside the loop allows for a better vantage point. Forest and trees.

No other credible Fortune 500 company relies on its end users to correct and educate its agents.

Just my opinion.

Wes.
 

55plus

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Bottom line, Wyndham should hire technical writers who won't just publish a bunch of words, but take time to study the wording and articulate the changes and updates.
 

HitchHiker71

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Secondarily, if Wyndham could broaden the scope of the email addresses that receive the policy-related emails to every owner with a login (the account information that's editable) and not only the "point of contact" email (one per account), it would reduce the confusion of people who haven't been receiving those emails for whatever reason. Then at least everyone should be receiving the same critical information on the same timeline.

I will add this to our tracking sheet as a process enhancement request. :cool:
 

ilya

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Zero, apparently, since people have looked and found nothing available through Extra Holidays for the affected dates and resorts.


This must be the favorite conspiracy theory from the renters, because it keeps showing up in this thread with no evidence given that the cancelled reservations are appearing on Extra Holidays.


They do advertise on many other sites than Extra Holiday... Not saying that this is what they are doing but for such a big company to roll out policies that would not pass a writing exam in Elementary School seems odd.. Clearly they have very intelligent people working for them... Sometimes things are done by design...

I would think they have the same policy for the points and contracts they own as every one else. .So I would assume they are allotted the same guest certificates../overlapping reservations policy with what they own... Just curious how that would work...
 

Ty1on

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The confusion also leads to less reservations becoming rentals. What owner or renter wants to show up and find out reservation was cancelled? The daze and confuse strategy is right out of the sales teams playbook. Reading the posts here and on facebook it seems to be working out well to limit rentals at resorts during high demand times.
Occam's Razor is a fitting model here.....
 

wjappraise

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Good lord. Razors?

I attribute it to Gillette’s razor. Wyndham wants more money to personal care products for its bloated board. So it’s stopped spending on IT.

On a serious note:
I don’t care why. I care that we have an ineffective website. New policies purposely rolled out with only hours for the “owners” to absorb and adapt. Vacation specialists that spew inaccurate advice. That’s a terrible business model.

Wes.
 
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