I can't travel right now, so I changed my Wyndham Bonnet Creek reservation to send my kids and grandkids. Wyndham canceled their reservation the day before they were scheduled to arrive! Yes, I got my points back, but what consolation is that when they left my family with plane and Disney tickets and NO accommodations? I am furious. How can they do this?
Yes, we would be furious, too. Wyndham's new guest policies are vague and poorly executed, resulting in guest reservations being confirmed, then canceled last minute.
How It Started
Wyndham created a problem for themselves during the pandemic when most of their resorts were closed for an extended period. With more owners than any other chain, most of whom couldn't use their points, reservations after re-opening were limited and competitive. Wyndham decided to make sure their owners could use their time by limiting reservations for non-owners. On the surface, that seemed like a reasonable plan: let owners use the time that they've paid for and been unable to use. The policy was originally presented as a response to the company's extensive COVID closures, and temporary, to allow for owners to catch up on their vacations.
However, the company has continued to evolve the policy in a way that is NOT in owners' best interest. Restricted dates moved from one or two holiday weeks at a few resorts to EVERY summer weekend and ALL holidays through New Years 2023 (updated Oct 2021) - at their most popular resort options. Many Wyndham owners aren't ready to travel yet. Wyndham's new guest policy, though claiming to be only at peak times in peak resorts, essentially makes it impossible for owners who are not traveling to do much of anything with their ownership. If you own a vacation home, you can let your grown kids and grandkids use it. If you own Wyndham points, Wyndham has taken away your ownership rights - you do not have the ability to use your ownership as you wish.
Confusing Mixed Messages
To make it worse, Wyndham's own website claims, though there are restricted periods, owners can still travel with guests OR use two guest reservations during the restricted time periods when not traveling with guests. However, communication with both Owner Care and Wyndham's corporate communications employees make it clear that the policy is intentionally vague, and not as user-friendly. In fact, the actual policy they are operating under says that, if you make a new reservation for a "restricted period" that's not in your name, they can cancel it at any time, up to 24 hours before your guest checks in.
The real frustration for owners is: you can actually make a guest reservation for these times... they will only cancel it "if they reach 100% owner occupancy at the resort"... at any future date, they determine they want more rooms for owners... they will cancel your guest's reservation to make the room. Sure, you get your points and housekeeping credits returned, but yes, that's little consolation when your guests have flights and tickets booked, and are stranded without a place to stay.
And, don't trust what the resorts themselves tell you about your guest reservations - corporate representatives made it clear that the resort staff will not know. The corporate office is cancelling reservations after they've been confirmed. Even Owner Care is confused and offering different answers depending on who you talk to.
We believe Wyndham's policy started from a place of wanting to help their owners, but they have gone about it all wrong. What they forgot, is that OWNERSHIP implies a level of control over how their purchase is used. If an owner wishes to gift their week to a friend, or even recover their maintenance fees for the year they aren't traveling by renting it out, that is an essential owner right. Wyndham claims they are "cracking down" on owners using their weeks for profit, so this is an attempt to shut this down. Their website-stated policy to allow two guest certificates would have been a reasonable middle ground. The fact that they have plainly stated they will not honor guest certificates means they are simply cutting owner rights. Owners will need to fight back against any policy that restricts how they are able to use their ownership, or companies will continue to reduce benefits and raise costs without consequence.
What Can Wyndham Owners Do?
For now, be very careful with guest reservations on Wyndham's restricted list. Don't send anyone to use a reservation unless they're flexible with last minute cancellations.
Not sure how Wyndham has the ability to change your ownership rights after selling you the timeshare? Check your ownership documents carefully. If you can forward them on to us, we would like to better understand the legal implications of this as well.
Please let us know what you think — positive or negative — in the comments below. You can also let Wyndham's Owner Care department know by calling 855-287-3856 (or 833-624-0346 for VIP owners).
