April 30th, 2020
A Message From Geoff Richards, Chief Operating Officer, Wyndham Vacation Clubs

 

Dear Valued Owner,

I hope this note finds you and your family healthy. Like you, many of our associates around the world are staying home, following guidance issued from health experts and government officials, and helping to flatten the curve. We also have essential team members in the resorts focused on maximizing this downtime to ensure your resorts are ready for your return.

As the conversation nationally has turned to reopening communities, we are closely monitoring ongoing updates from local and state officials to determine when it’s right to begin reopening your resorts. We expect this process to take some time as our top priority remains the health and safety of you and our associates.

Preparing to Reopen Resorts

We are working to finalize the reopening schedule with careful consideration. As soon as we can provide more details, updates on reopenings will be shared on Facebook, Instagram and Twitter, and on your owner website.

While we can’t wait to welcome you back on vacation, we want to ensure we’ve adapted our operations and implemented additional safety measures. This means that we will not be able to accommodate all existing reservations. When that happens, owner reservations will be prioritized and we will contact exchange, rental and “guest of” reservations to cancel those bookings. We know you’re eager to get back on vacation, and we’re doing everything we can to help you do that – and do it safely.

Safety Measures

Your resorts have always met the highest standards of cleanliness, and now we are exceeding those standards with enhanced cleaning protocols and disinfecting measures, including the use of hospital-grade, virus-killing products approved by the Centers for Disease Control and Prevention (CDC) and the U.S. Environmental Protection Agency. We are working with an epidemiologist – a medical doctor who worked for the CDC for 16 years – to ensure we are taking appropriate precautions and implementing strong safety guidelines.

While owner interactions are often the best part of our jobs, we want to make your vacation experience as safe as possible. Social distancing will be important even after travel resumes. Here are some changes you can expect to see:

  • Gatherings in areas like check-in desks, lobbies and elevator bays will be minimized.
  • The midweek tidy will be suspended so your suite won’t be entered by anyone but your family and guests during your stay.
  • Amenities such as pools, spas, restaurants and bars, game rooms, activity centers, and business centers will be temporarily closed.

Before you travel, check your club website for the latest updates on amenities and resort impacts.

Maximum Planning Flexibility

We understand these operational changes may impact the quality of your vacation, and we want to provide maximum flexibility for your planning. We’ve extended the Flexible Cancellation Policy through May 31, 2020, and we’ve made rule changes to help preserve your points for future vacations.

I’m sure many of you have used this unexpected down time to prioritize your family and what you love to do together most. While many families may adjust their vacation preferences in the near future, others may be ready for an adventure. My family is excited to head out west for some fishing and hiking at WorldMark West Yellowstone later this summer.

Wherever your family vacation takes you this year, we’ll be ready to welcome you back when the time is right.

Regards,

Geoff Richards

Chief Operating Officer, Wyndham Vacation Clubs

 

Frequently Asked Questions
Enhanced Cleaning Measures
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  • What are the specific cleaning measures being put in place?

    The safety measures include enhanced cleaning protocols and disinfecting measures, including the use of hospital-grade, virus-killing products, as recommended by the Centers for Disease Control and Prevention (CDC) and approved by the U.S. Environmental Protection Agency. 

  • Are resorts doing anything additional to prepare for reopening?

    Along with ensuring each resort adheres to the rigorous cleaning protocols and disinfecting measures put in place, some resorts will be taking this time to make additional updates and renovations in order to enhance your future vacation experience. Some of these upgrades include a fresh coat of paint, remodeled landscaping, refurbished kitchen cabinets, and new décor and amenities. 

  • What is being done to eliminate gatherings in high traffic areas once resorts reopen?

    Social distancing will be important even after travel resumes. Here are some changes you can expect to see:

    • Enhancing the check-in process to minimize contact and space out arrivals
    • Gatherings in areas like check-in desks, lobbies and elevator bays will be minimized.
    • Amenities such as pools, spas, restaurants and bars, game rooms, activity centers, and business centers will be temporarily closed.
  • How long do we anticipate resort amenities like pools, spas, games rooms, and food and beverage outlets to be closed?

    Our top priority is the health and safety of you and our associates. We are closely monitoring ongoing updates issued by local and state officials. These government orders, guidance from public health authorities, and local conditions are among the criteria we will use to determine when it’s right for us to begin reopening amenities.

  • Why was the midweek clean and tidy removed?

    The midweek tidy will be suspended so your suite won’t be entered by anyone but your family and guests during your stay.

Reopening Resorts
Planning Flexibility
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  • How long is the flexible cancellation policy through?

    If you need to cancel an upcoming reservation with an arrival date prior to May 31, 2020, you can do so online without penalty up to 24 hours prior to your scheduled arrival. Your vacation points/credits, housekeeping credits/tokens, and reservation transaction(s) will be returned to your account within 72 hours of receiving your cancellation request.

  • Will the cancellation policy change again?

    We will reevaluate on a weekly basis and make adjustments as needed in order to best serve our owners throughout the ongoing novel coronavirus / COVID-19 situation.

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