Resort Update – January 04

Some states have re-implemented border restrictions in response to recent COVID-19 outbreaks detected in New South Wales and Victoria.

Our specialist COVID-19 team is closely monitoring the latest government restrictions and travel advice and is updating the COVID-19 cancellation policy at times when we have some certainty around restrictions.

For the latest on the border and gathering restrictions in Australia, please review the Australian Government’s COVID-19 Restriction Checker.

NEW SOUTH WALES RESTRICTIONS
About two weeks ago, the Owner Services team messaged all New South Wales owners with a January reservation inside or outside the state and owners from any other Australian state with a January reservation in New South Wales.

If you have not yet cancelled and now think you will not be able to make your booking, please cancel as soon as you can by replying to that message (and no later than 24 hours prior to your check-in) to avoid any cancellation penalty and to allow other owners the ability to make reservations. If you have deleted that message, please email Owner Services with your Owner Number and reservation details, requesting a cancellation, at owner.services@wyn.com.

VICTORIA BORDER RESTRICTIONS
Some states have added border restrictions as a response to a cluster in Victoria. In the coming days, the Owner Services team will send you a text message if you have a January reservation that is likely to be impacted by new border or travel restrictions, giving you the option to cancel.

The following owners will receive a text message:

• Victorian owners with a reservation in Western Australia
• Western Australian owners with a reservation in Victoria

Victorian owners with a reservation in Tasmania will only have to quarantine at present if they have been to specific locations on certain days. For a full list, please visit this Tasmanian Government site. If you have visited these premises on these dates, please contact Owner Services as soon as you can in order to cancel your reservation.

If you have an affected reservation as detailed above and you cancel within the window allowed by the COVID-19 policy (24 hours prior to your check-in, in the above cases) your credits will be returned to your account or, if they have expired, a voucher will be issued within 14 days for future use.

It is each owners’ responsibility to ensure a booking is cancelled. We will not process a cancellation without the owner’s request unless a resort is actually closed, as many owners have gifted reservations to family and friends and some people are living in different states at the moment.

If you do not receive a text message or a cancellation email, your reservation remains confirmed.

OWNER SERVICES
Text messages from Owner Services are sent based on the residential address that the team has on file. If you think we may not have the right one, please contact us to change it:

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

Our Owner Services team will work through cancellation requests systematically and as quickly as possible. If you need to cancel, please confirm and the team will take care of the rest. There is no need to call if the cancellation is straightforward.

Given these cancellations and re-bookings, please also expect that there could be longer call queues and email turnaround times in coming days.

Thank you for your patience throughout 2020 and we look forward to welcoming you to one of your resorts soon.

Warren Cullum
Senior Vice President Operations