Resort Update – 20 December

Today we have begun to see broad travel restrictions between Australian states re-implemented in response to a COVID-19 cluster detected in Sydney. We empathise with Club Wyndham South Pacific owners who will have their holiday plans disrupted as a consequence.

For the latest on the border and gathering restrictions in Australia, you can look at the Australian Government’s COVID-19 Restriction Checker.

AUSTRALIA BORDER RESTRICTIONS
Today, a number of Australian states announced border restrictions for the Greater Sydney area or the entire state of New South Wales. The situation is still evolving, so these restrictions may change in the coming days.

The specialist COVID-19 team is closely monitoring the latest government restrictions and travel advice and will update the COVID-19 cancellation policy accordingly at points when there becomes a degree of certainty.

In the coming days, the Owner Services team will send you a text message if you have a reservation that is likely to be impacted by border or travel restrictions in either December or January, giving you the option to cancel.

The following owners will receive a text message:

• New South Wales owners with a reservation – outside or inside the state
• Owners from any other Australian state with a reservation in New South Wales

If you don’t receive a text message, your reservation remains confirmed.

We have chosen not to force cancellations unless a resort is actually closed, as many owners have gifted reservations to family or friends and some have been living in different states for some time.

If you receive a text message, you do not have to cancel, but you should be aware of the cancellation window the COVID-19 cancellation policy gives you.

If you use that text message to cancel within the window, your credits will be returned to your account or, if they have expired, a voucher will be issued within 14 days for future use.

If you choose to go ahead with your booking, please be aware that you cannot quarantine at a Club Wyndham South Pacific property.

OWNER SERVICES
Australian restrictions are based upon where you are so whether you receive a message or not from our team will depend on your address details held by the club. Please call us if you think we might have the incorrect address on file or if you have changed your address recently:

AU: 1300 850 160
NZ: 0800 850 160
FJ: 00 800 32 63
Intl: +61 7 5512 8021
Or email owner.services@wyn.com

THE COMING DAYS
Your health – and that of our staff – is our top priority and we are acting in line with the latest health and travel advice available. Thank you for your understanding and cooperation throughout the year as we have followed the protocols set out by all levels of government and health authorities.

Our Owner Services team will work through your cancellation requests methodically and as quickly as possible. Please confirm if you would like to cancel and the team will take care of the rest. There will be no need for you to call if the cancellation is straightforward.

Please also expect that there are likely to be longer call queues and email turnaround times in the coming days, particularly if some states decide to heighten their restrictions.

Thank you for your patience throughout the course of this year and we will continue to update you accordingly as the situation evolves.

Warren Cullum
Senior Vice President Operations