Covid 19 Update – FAQs 18 Mar 20

Q: How is Wyndham Destinations Asia Pacific responding to changing novel coronavirus/COVID-19 situation?

A: The health and safety of our owners, members, guests and staff is our top priority. We are closely monitoring guidance from public health authorities around the world. We will remain well-informed and prepared to respond to this evolving situation as we continue to deliver world-class hospitality to all owners and guests. We have engaged leading public health experts to ensure our action plans are current and thorough. By ensuring we have the most up-to-date advice, we have confidence in our approach to continue operations while ensuring we are doing our part to prevent the spread of novel coronavirus/COVID-19.

We have also formed an Asia Pacific response team and they are meeting regularly, monitoring the latest news, implementing guidelines in line with health authorities and liaising with our business continuity team at a global level.

Q: What precautionary measures are being taken at resorts to reduce the spread of illness?

A: Your health and safety during your stay with us is our top priority. We have taken steps to implement enhanced cleaning protocols in all of our locations. Keeping high-traffic, high-touch, and common areas clean; adding hand sanitiser and wipe stations where possible; and being vigilant with hygiene practices will contribute to a safer vacation experience for owners, members, and guests. Our housekeeping teams will continue to conform to stringent requirements that meet international, national and regional health standards. We also have protocols in place so that we are prepared to act swiftly if health authorities notify us of a confirmed case of novel coronavirus/COVID-19.

Q: Are the cleaning products used at the resorts effective at combatting novel coronavirus/COVID-19?

A: Yes. The cleaning products in use at our resorts, including in the laundry facilities and pool areas, meet stringent requirements for effectively combatting the novel coronavirus/COVID-19.

Q: Is Wyndham Destinations planning on temporarily closing any resorts or facilities during this evolving situation?

A: We are monitoring the situation closely and will provide updates on any resort closures. At this point in time, we have made the decision to close our European properties effective today, through until May 31. During this time, you will be unable to travel to these properties.

Effective today, you will also be unable to make a reservation to stay at any Club Wyndham South Pacific, Associate or Affiliate resort until April 30, however, we will honour existing bookings. We will also assist with amendments to existing bookings and bookings already in-house. From May 1 the Club Wyndham South Pacific remains open on all platforms.

We are also placing a temporary suspension for bookings and travel effectively immediately through until further notice on transactions using the following exchange programs (once again please note that currently you are still able to make bookings for stays from May 1 onwards) :

• Fun Time and One Time
• Travel Club (including Personal Choice)
• Wyndham Rewards

Until further notice, we will be limiting access to gyms, day spas, spas, indoor swimming pools, pool bars, buffets and certain food and beverage outlets. These actions have been deemed necessary in the interests of owner, guest and employee health and safety in line with government COVID-19 health and travel advice.

Q: If I travel, will all amenities and activities still be available at the resort?

A: There will be limitations to amenities and activities. Until further notice, we will be limiting access to gyms, day spas, spas, indoor swimming pools, pool bars, buffets and certain food and beverage outlets. We recommend you visit the Before You Go page (under Your Ownership) at clubwyndhamsp.com prior to travel to confirm the availability of amenities and activities at your destination.

Q: I am thinking of cancelling my upcoming vacation because of novel coronavirus/COVID-19. What do you recommend?

A: The decision to travel or not travel is a personal one that should be made with full awareness of the developing novel coronavirus/COVID-19 situation. The enhanced cleaning protocols we’ve implemented should contribute to a safe vacation environment for all. People who may be at higher risk for illness should consult with their healthcare provider prior to travel. We know vacations are meant to be stress-free and we will do our part to help you have a safe and memorable experience.

Q: If I choose to cancel because of novel coronavirus / COVID-19, will I be penalised?

A: We are continually adjusting our existing cancellation policy in response to new restrictions brought into effect around the world. We encourage you to follow the guidance of public health authorities, and your own medical providers, to make travel decisions that are best for you and your family.

At present, Club Wyndham South Pacific’s cancellation policy is:

• Owners wishing to cancel a reservation for arrival at the below countries prior to 15 May 2020 may do so without penalty, up to 24 hours prior to arrival:
  • Germany
  • France
  • Italy
  • Japan
  • Singapore
  • Indonesia
  • Thailand
  • USA
  • Fiji
  • New Zealand
• Owners wishing to cancel a reservation in Australia prior to 15 May 2020 may do so without penalty, up to 72 hours prior to arrival.

We will reinstate credits for cancellation requests and these will be issued to owner accounts within 14 business days. Owners wanting to cancel can click here and fill out a cancellation form and we will be in contact.

If your credits for cancelled bookings have expired, we will re-instate credits with a new expiration of 31 December, 2020. We are working through these re-bookings individually and a member of our Owner Services team will be in touch with you if this applies to you.

We will monitor the situation closely and may update the policy as required.

Q: What if I am due to check-in on May 16 2020?

A: At this point, the normal cancellation policies apply. However, the situation will be regularly assessed and the policy may be extended if necessary.

Q: What if I am already staying at a resort and want to check-out early?

A: You may request a refund of credits for unused nights, but the credits must be utilised for another booking at the time of cancellation. Please contact the Owner Services team if you are looking to leave a resort early to arrange this.

Q: What about bookings through external providers or using exchange transactions?

A: Wyndham Rewards has a separate cancellation policy available by visiting: wyndhamhotels.com/en-ap/wyndham-rewards. For all other external transactions (including RCI and DAE) and holidays booked through Travel Club, please phone 1300 850 160.

Q: If I am arriving at a resort located in Australia or New Zealand from an international location will I be required to self-quarantine during my stay?

A: Yes. In line with the Australian and New Zealand government requirements, if you are arriving from an overseas location (or travelling between the two countries) you will be required to self-quarantine within your room at the resort for 14 days.

At check-in you will be provided a self-quarantine form which will outline the conditions of your stay at the resort. You will be required to acknowledge and accept those conditions to be accepted into the resort. These include no room service, any linen or other items will be placed at your door by staff, and you must undertake to remain in your room for 14 days (or less if a shorter stay). Wyndham reserves the right to call the relevant health authority during your stay if you do not comply with the self-quarantine conditions.

Q:I have made a travel booking with Travel by Wyndham (Travel Club), what is their cancellation policy?

A: Please check directly with the Travel Club by emailing them at travel.club@wyn.com. Most airline and travel supplier policies are different and whilst there has been a rapid escalation of the government’s warning’s about COVID-19, this does not mean that the airlines, tour suppliers or cruise suppliers are offering refunds. They are offering to rebook for dates in the future as we know everyone will be holidaying again in the months to come. If your travel is not until the latter half of the year we would suggest just pausing for the moment and consider your options in another few weeks’ time. For all other enquiries please email travel.club@wyn.com and they will assist you with the current policies relating to your holiday plans.