Wyndham Changed My Cancellation Window Without Notice
No so fast Wyndham. You tried to get one by me but I was not going down without a fight. I needed to cancel and upcoming stay and Wyndham changed my cancellation window without notice. That is beyond shady but the worst thing is they didn’t even offer an apology or explanation for it.
Details On The Booking
I had booked a 2 night stay for our upcoming trip to Walt Disney World. Originally we had planned on staying with my parents for 2 nights and then booking a 3rd night somewhere else. We had a family situation arise that I wasn’t sure if my parents would be able to make it any more so I made a reservation with Wyndham just in case.
My wife had 30,000 points left over from her recent Wyndham credit card sign up. That means she also has Platinum status with the program. We had used 20,000 points on our trip to Las Vegas at a Total Rewards casino. That was the main reason I had her get the card. Wyndham also came in handy with my Total Rewards status match and it ended up netting me a free dinner.
I started checking hotel options and figured now would be a good time to burn her remaining points. We settled on the Wyndham Lake Buena Vista. It looked like it had some fun things for the kids and it was walkable to Disney Springs. This opened up more dining options and a free shuttle back from the park via the Disney Springs bus.
Everything ended up working out with my family so I no longer needed the room. I canceled it two and a half days before we were supposed to check in. When I was going through the cancellation process I noticed the terms said if I didn’t cancel outside of 72 hours I would be charged for 1 night. This was strange because my paperwork said 24 hours.
I went ahead and cancelled it online and noticed the points did not get placed back into my account. I don’t have a lot of experience with Wyndham so I thought maybe they have a delay of returning your points. After an hour or so I reached out via Twitter and was informed that I would not be getting my points back since it was within 72 hours of our stay.
I had two issues with this. One, my paperwork says 24 hours so this was a bait and switch like Hyatt tried to pull on Shawn. Two, if that was the case why would I be punished for two nights when the terms say one night? I should have received 15,000 points back at least.
I responded on Twitter with a copy of my reservation that said 24 hours. No response for 5 hours until I sent another message that simply said: Hello?
That garnered me a response to call the 1-800 number or email them again. I tried email and sent them a copy of my reservation. No response for hours (still have not received one). I then called the 1-800 number and was told my wife needs to add me to her account for me to be able to speak on her behalf. Once she completed this task, which many other loyalty programs do not make you do, I was finally able to get it resolved.
After explaining the issue to the representative they put me on a 6 minute hold while they called the property. I found it interesting that they needed to speak to the hotel to make a loyalty program decision but I am not familiar with Wyndham. She came back and said the points were already put back into the account. There was no need to show proof on my end, no explanation, and no apology for wasting my time. That seems really shady to me.
This is my first real interaction with Wyndham and let’s just say I am less than impressed. I am still not sure why Wyndham changed my cancellation window. My hope is that it is similar to Shawn’s situation with Hyatt where it got mixed up when they made adjustments to the reservation. I doubt that is the case though since I only made the reservation 3-4 days prior to the cancellation.
This is a pretty shady thing to do to your customer, an Elite customer at that. This situation has ensured I will never spend time or energy accruing Wyndham reward points or staying at their hotels. Once these 30,000 points are depleted they will be placed at the bottom of the trash pile with Club Carlson.
I find it annoying when companies do not empower their Twitter teams to resolve issues. It is more cost effective for them and offers a better customer experience so I don’t get why they wouldn’t. That is the difference in chains like Hyatt & Hilton and chains like Wyndham I guess though.
Has anyone else had something similar happen?