New Website: Unit size upgrades being revoked

[IT Guy]

So not many data points on this but one FB person reported when they arrived for their unit that had been upgraded and then revoked by email- arrived and was told the resort still had the larger unit reserved for them- so they got the upgrade.

Another person checked in on an upgraded unit (did not mention if they received a revoking email) at National Harbor and was told the smaller unit was reserved for them but when they showed the upgrade letter the resort honored the upgrade.

Thank you for those data points. Once again today a VC called the resort to confirm the upgraded 3 BR is confirmed for this reservation. Then the VC resent the 3 BR confirmation email to me so I would have something dated AFTER the bad news email showing the larger unit is assigned to this reservation. With your data points and the "new" confirmation letter I think I am ready to roll the dice again.

 

[cyseitz]

I'm wondering if a studio upgrades to a one bedroom or a two bedroom.

 

[threecs764]

I just got an email telling me a Bonnet Creek 3 bedroom deluxe upgrade was cancelled. I can't believe the problems they are having with the new system and not one offer to accommodate my guests that would now have to squeeze into a 1 bedroom unit. You would think they would provide some compensation for their mistakes. Family vacations are being ruined because of this.

After the new website went "live" I personally spoke with a rep on May 21st to book a 4 br presidential unit at Bonnet Creek (June 5th-11th) that appeared and cancelled my two 2BR units at Star Island. I received a confirmation number, confirmation email and it showed under my reservations. On Saturday, June 3rd my husband received a call from Wyndham stating that the computer made an error...yup that unit was NOT available. They did get us into two 2 BR units at BC and refunded 50% of the points.

 

[Pietin]

After the new website went "live" I personally spoke with a rep on May 21st to book a 4 br presidential unit at Bonnet Creek (June 5th-11th) that appeared and cancelled my two 2BR units at Star Island. I received a confirmation number, confirmation email and it showed under my reservations. On Saturday, June 3rd my husband received a call from Wyndham stating that the computer made an error...yup that unit was NOT available. They did get us into two 2 BR units at BC and refunded 50% of the points.

That's just wrong, the least they could have done is offered you two 2 bedrooms to accommodate your needs. Hope your vacation go well.

 

[uscav8r]

That's just wrong, the least they could have done is offered you two 2 bedrooms to accommodate your needs....

They did.


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[LDBEH]

I was just sent a new confirmation email this afternoon for an upcoming reservation June 30-July 2 at Great Smokies Lodge.

Up until this afternoon I believed that I was going to be staying in a 2BR, but now a 1BR.

This upgrade came weeks ago and was even confirmed with the resort...but another call today to the resort showed only a 1BR.

Ridiculous!!

This after I also had 1 reservation lost in the transfer to the new system.

Been on hold for over an hour for Owner Care..also ridiculous!!

 

[ecwinch]

What is ridiculous is that this is still going on. How hard is it to reconcile the inventory to open reservations?

 

[BellaWyn]

What is ridiculous is that this is still going on. How hard is it to reconcile the inventory to open reservations?

This presumes they are reconciling in the first place.

Have been musing over whether the process of "adapting" means also lowering our expectations of what would be normally prudent operational procedures.

 

[Mary W]

Just checked our current reservations. A Wyndham Canterbury one bedroom deluxe that was automatically upgraded to a three bedroom presidential unit a few weeks ago is now back to a one bedroom deluxe. It was a 3 bedroom this morning before I went to work. It's too late to call tonight, so I'll call in the morning and see what they say...

 

[55plus]

Just checked our current reservations. A Wyndham Canterbury one bedroom deluxe that was automatically upgraded to a three bedroom presidential unit a few weeks ago is now back to a one bedroom deluxe. It was a 3 bedroom this morning before I went to work. It's too late to call tonight, so I'll call in the morning and see what they say...

Could it be that a 3 bedroom deluxe is worth more to Wyndham on Extra Holiday that your original 1 bedroom? I'm just sayin'. . .

 

[cyseitz]

Has anyone gotten an upgrade at check in? It looks like there is inventory not showing, so thinking maybe there are upgrades at check in.

 

[Wyndhamgirl]

I recieved four upgrades at Emerald Grande for June and July via the automatic upgrade new system. All four were 1 br upgraded to three bedroom poolviews. I recieved a call that the upgrades were made in error. I returned the call only to find out wyndham doesn't know which of the reservations are three bedrooms and which are one bedrooms. They only know two were upgraded in error. I was told I would have to wait until 10 days before checking in and call Emerald Grande and find out from them? No compensation for the trouble or confusion in any way was offered. This is for a presidential reserve member who has bought all points directly from Wyndham. I am troubled by the complete disregard and matter of fact attitude by Wyndham in regard to the utter chaos of the new system. I would very much like to return to the old system and pick my own upgrades that aren't erroneously made!!!!!!!!!!

 

[markb53]

Could it be that a 3 bedroom deluxe is worth more to Wyndham on Extra Holiday that your original 1 bedroom? I'm just sayin'. . .

At Canterbury the 3 BR are all presidential units. You won't see those on EH

 

[Sandy VDH]

This is for Bonnet Creek, I booked a 2BR unit on Jun 4th, cancelled two 3 BR units on June 3, and received an upgrade from a 2 to 3 BR on June 5th. Yesterday the upgrade was there, today it has been pulled according to the website, but when I call the resort they still show it as a 3 BR on their end.

WTF Wyndham, this just keeping worse every day. The new website has been out a month, instant upgrades are not happening, inventory is NOT loaded, you can't search so you can't book. Boy those the 3 main things on the website that I am interested in, NOT A HAPPY CAMPER. This is so Frustrating, as there is NO sign that this nightmare is going to end.

I put in a bunch of comments via feedback, and yesterday I received a canned response for every one of them....

"Thank you for your feedback regarding your new owner website. I apologize for the delayed response to your query. We value your feedback and consistently share comments, suggestions and concerns with our leadership team to assist in making future enhancements based upon your comments. Our Information and Technology team is being made aware of issues occurring on a small population of accounts and working towards a permanent resolve; should you require immediate assistance please contact us at 1-800-251-8736. Thank you for your patience while we work to improve your online experience."

What utter BS, a small population. I put in 5 feedback items in the first few days of the new website going live and I received 5 of these responses yesterday, nearly a month later. Your NOT fooling anyone WYNDHAM, this is serious whacked up shit.

I also received this on Tuesday...

"Thank you for contacting CLUB WYNDHAM Plus. Since the launch of our upgraded systems, including the revamped myclubwyndham.com, we have experienced an unprecedented number of calls and emails sharing inquiries and feedback. We apologize that we haven’t had an opportunity to personally respond to your message but please be assured the information will be shared with our CLUB WYNDHAM team.

In many instances ongoing improvements to these upgraded systems have resolved outstanding inquiries. With that said, we would like the opportunity to prioritize owners with ongoing issues with their membership. If you are currently having an issue accessing or using your account we want to know about it. Please simply reply to this email and let us know your current issue. We will have a member of our Case Specialist team reach out to you to assist with your request. Please understand that we are working to assist owners as quickly as possible, though you may experience some delays based on call and email volume.

We sincerely appreciate your patience during this time.

Thank you!
CLUB WYNDHAM Plus Owner Care"

Yeah I am having an ISSUE, your website is a DISASTER.
I can't find inventory, I can't book and upgrade and rely on the fact that I got what I booked. BIG ISSUES.

 

[Mary W]

Follow up to my phone call this morning to Wyndham about the loss of the upgrade to a 3 bedroom presidential unit at the Wyndham Canterbury. They do not show anything in their system about it. The VC asked if I had received an email confirmation about the upgrade. I said I hadn't, but that it had been showing up under "My Reservations" for several weeks. He said if I didn't receive an email confirmation about the upgrade, it was not a real upgrade. So, I guess the moral of the story is, "Don't believe what you see on the My Reservations page unless you have an email confirmation."

Now I need to let my friends who are coming to the wedding in San Francisco know that they will need to book hotel rooms.

 

[LDBEH]

Follow Up as well...The difference for me is that I was sent a confirmation confirming the upgrade to a 2BR after adding the guest's name. I was asked to forward that email confirmation back in but was told that since it was booked as a 1BR and it shows in the system and at the resort as a 1BR then the email confirming the guest and the upgrade , "did not make sense". That is about the only thing we agreed on was that indeed it doesn't make sense that my guest has a confirmation email and confirmed 2BR but that Wyndham now does not accept it.

I am waiting on the case to be "investigated"...but I'm not too hopeful given their investigative prowess.

 

[LDBEH]

Of coarse I noticed that Wyndham Extra Holidays has 2BR posted for that weekend!

 

[lost patience]

More erroneous upgrades today! Last week, after hours on the phone, the first time OC told me the errors occurred on May 21-23. The one today was upgraded after that and I had already called the resort a couple of times to confirm they had the upgrade (which they did). Now my account shows the 1br with no history or the upgrade. I called the resort and they now have the 1br also.

 

[vacatiionking]

I just received this email from Wyndham.
We see that you recently received an email notification regarding a VIP Upgrade for your upcoming reservation.

We’re so sorry but we won’t be able to honor this upgrade right now. Please be assured that your original reservation is intact and you’ll receive your original unit size when you get to the resort. We sincerely apologize for the inconvenience, and we’re looking forward to seeing you at the resort when you arrive.

If you have questions, please feel free to contact us at 866-495-1993. We’re here to take your call Monday through Friday from 8 a.m. to 7 p.m. ET and from 9 a.m. to 5 p.m. on the weekends.

Sincerely,
Your CLUB WYNDHAM®Plus Team

I checked my reservations and 2 units at Kingsgate reverted to 1 bedrooms from 3 bedrooms. It wouldn't be so bad if I were using it, but I rented these to other people and have guest confirmations for them. Now, I have to tell them, the 3 bedroom reservation guest confirmation has been reduced to a 1. I thought it was bad when Wyndham removed their unlimited free guest confirmation years ago. They just found a way treat their "not so valued" platinum vip with utter disdain and disregard.

I am not a person who rents my extra time as a business. I work and can't afford to vacation as much as 1.6M points will book and need to offset my ever increasing MFs.

Has anyone else seen this? I suspect the upgrade from a 1 to a 3 bedroom under the new system was too generous for Wyndham and when they discovered their error, they took back the 2 bedroom side of the lock off leaving me with the 1. I am waiting to hear back from WVO as it is Saturday and their recording says they are too busy "helping" other owners to talk to me.

 

[uscav8r]

This has been an ongoing issue since the rollout of the new website a month ago.


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[wjappraise]

I just received this email from Wyndham.
We see that you recently received an email notification regarding a VIP Upgrade for your upcoming reservation.

We’re so sorry but we won’t be able to honor this upgrade right now. Please be assured that your original reservation is intact and you’ll receive your original unit size when you get to the resort. We sincerely apologize for the inconvenience, and we’re looking forward to seeing you at the resort when you arrive.

If you have questions, please feel free to contact us at 866-495-1993. We’re here to take your call Monday through Friday from 8 a.m. to 7 p.m. ET and from 9 a.m. to 5 p.m. on the weekends.

Sincerely,
Your CLUB WYNDHAMPlus Team

I checked my reservations and 2 units at Kingsgate reverted to 1 bedrooms from 3 bedrooms. It wouldn't be so bad if I were using it, but I rented these to other people and have guest confirmations for them. Now, I have to tell them, the 3 bedroom reservation guest confirmation has been reduced to a 1. I thought it was bad when Wyndham removed their unlimited free guest confirmation years ago. They just found a way treat their "not so valued" platinum vip with utter disdain and disregard.

I am not a person who rents my extra time as a business. I work and can't afford to vacation as much as 1.6M points will book and need to offset my ever increasing MFs.

Has anyone else seen this? I suspect the upgrade from a 1 to a 3 bedroom under the new system was too generous for Wyndham and when they discovered their error, they took back the 2 bedroom side of the lock off leaving me with the 1. I am waiting to hear back from WVO as it is Saturday and their recording says they are too busy "helping" other owners to talk to me.

Wow. Just wow. "So sorry" isn't going to cut it. You need to insist that they make it right. They do have options including providing additional smaller rooms, or "walking" the guests to nearby accommodations. Most resorts have some buffer units.

I would call the resort to see if they still show the units being 3 bedroom. Some posters here have reported that scenario where the reservation did not change at the resort level.

When did you get the upgrades? Pre- or post-website change?


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[uscav8r]

I just received this email from Wyndham.
We see that you recently received an email notification regarding a VIP Upgrade for your upcoming reservation.

We’re so sorry but we won’t be able to honor this upgrade right now. Please be assured that your original reservation is intact and you’ll receive your original unit size when you get to the resort. We sincerely apologize for the inconvenience, and we’re looking forward to seeing you at the resort when you arrive.

If you have questions, please feel free to contact us at 866-495-1993. We’re here to take your call Monday through Friday from 8 a.m. to 7 p.m. ET and from 9 a.m. to 5 p.m. on the weekends.

Sincerely,
Your CLUB WYNDHAMPlus Team

I checked my reservations and 2 units at Kingsgate reverted to 1 bedrooms from 3 bedrooms. It wouldn't be so bad if I were using it, but I rented these to other people and have guest confirmations for them. Now, I have to tell them, the 3 bedroom reservation guest confirmation has been reduced to a 1. I thought it was bad when Wyndham removed their unlimited free guest confirmation years ago. They just found a way treat their "not so valued" platinum vip with utter disdain and disregard.

I am not a person who rents my extra time as a business. I work and can't afford to vacation as much as 1.6M points will book and need to offset my ever increasing MFs.

Has anyone else seen this? I suspect the upgrade from a 1 to a 3 bedroom under the new system was too generous for Wyndham and when they discovered their error, they took back the 2 bedroom side of the lock off leaving me with the 1. I am waiting to hear back from WVO as it is Saturday and their recording says they are too busy "helping" other owners to talk to me.

Here is a link to another thread on this same issue.

New Website: Unit size upgrades being revoked
https://r.tapatalk.com/shareLink?sh...e-upgrades-being-revoked.256358/&share_type=t


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[Sandy VDH]

When I called the resort yesterday they still had me listed as the 3 BR, I guess I better call back again today and see if they now have me down to a 2 again.

This is getting worse not better. I did my upgrade on June 6-7 timeframe, this was not the original first few days of the website.

I think that their inventory is just so screwed up they have NO idea what is booked and what is available. It will be interesting what the occupancy levels happened to really be since the system went, I was going to say live, but the deployment has been anything BUT live.

 

[vacatiionking]

Wow. Just wow. "So sorry" isn't going to cut it. You need to insist that they make it right. They do have options including providing additional smaller rooms, or "walking" the guests to nearby accommodations. Most resorts have some buffer units.

I would call the resort to see if they still show the units being 3 bedroom. Some posters here have reported that scenario where the reservation did not change at the resort level.

When did you get the upgrades? Pre- or post-website change?


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These were upgraded in the new website. I took your advice and called Kingsgate but they are now showing a 1 bedroom. Called customer service who said they couldn't fix the problem and put me on hold for an hour waiting for a customer service manager but I was disconnected before they picked up.

 

[bestresort]

Of coarse I noticed that Wyndham Extra Holidays has 2BR posted for that weekend!

I think Wyndham is stealing reservations for extra Holiday. I know people and them will deny it.