Resort Update – 14 July 2020

The COVID-19 situation continues to evolve in Victoria, New South Wales and Queensland and we are responding to new restrictions accordingly.

QUEENSLAND AND NEW SOUTH WALES BORDER
In recent days, an increased number of COVID-19 cases have been recorded in New South Wales, linked to certain “hotspots”. Queensland has today declared two Sydney local government areas – Liverpool and Campbelltown – to be hotspots and that it will turn people away at the border who have been to those areas within the past fortnight.

The press release announcing this change can be found here. Last week, the Queensland Government declared that it would turn people from Victoria or travellers who had been in Victoria during the previous fortnight back at the border.

Queensland residents returning to the state from either Victoria or the hotspots in Sydney should expect to quarantine at a state-mandated hotel at their own expense for two weeks. Club Wyndham properties are not available for self-isolation.

Our Owner Services team is systematically working through reservations now and isolating those at Queensland resorts which were made by owners with a residential address in either the Liverpool or Campbelltown local government areas. The number of reservations is small enough for our team to call these owners individually and those who cancel will receive their credits returned or a voucher issued for future use.

If you have visited one of the Sydney hotspots at all in the past two weeks and are planning to visit Queensland, I urge you to contact our Owner Services team. We cannot ascertain with certainty whether you have travelled to one of these affected Sydney local government areas without you notifying us. Depending on where you have visited, you may be stopped and turned around at the Queensland border.

OWNER SERVICES
If you are a resident of one of these two local government areas, I would encourage you to contact one of our friendly Owner Services team members using the following methods to ensure we have your correct details:

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

If you have changed address recently or you are unsure whether we have your correct details on file, please also contact our team.

Owner Services is also continuing its transition back to longer hours, as the team supports owners booking new holidays or cancelling and reworking their travel plans. The team is now available from 8.30am to 6.30pm Australian Eastern Standard Time (AEST) Monday to Friday and 8.30am to 2.30pm on Saturday.

VICTORIAN RESTRICTIONS
Our teams are monitoring the latest announcements for Victoria and other states and territories. We will let you know if any further restrictions will force any other closures or cancellations and – if that happens, we will return credits for cancelled reservations or, if they are expired, we will provide a voucher for future use.

Thank you for your patience and understanding as we respond to new announcements and our teams work hard to ensure you do not lose your credits. We look forward to the restrictions lifting in the future and being able to welcome you back to all your resorts.

Warren Cullum
Vice President Operations
Wyndham Destinations Asia Pacific