Frequently Asked Questions
Updated 17 September 2020
HEALTH & SAFETY
In light of COVID-19, what steps is Wyndham Hotels & Resorts taking to help protect guests?
We’ve launched our Count On Us initiative to put safety first with elevated cleanliness standards, an expanded relationship with Ecolab, industry-leading disinfectants, and more.
We have also provided hotels in our network with helpful guidelines based on information provided by the World Health Organisation (WHO) detailing how to identify COVID-19 symptoms and mitigate its transmission. In addition, we’ve made training available to support our franchisees and our managed hotels in achieving the highest standards of cleanliness.
While our hotels are implementing new health and safety protocols, we cannot guarantee that you won’t be exposed to COVID-19 during your visit. Exposure to COVID-19 is an inherent risk at any hotel where team members and guests are present.
What measures are individual hotels taking to enhance cleanliness standards?
Throughout your stay, you’ll observe more frequent cleaning and disinfecting of high-touch areas like lobbies and elevators, as well as enhanced social distancing measures in public spaces.
What does Wyndham’s expanded relationship with Ecolab mean for guests?
Ecolab is a global leader in water, hygiene, and infection prevention technologies and services, and through its science-based approach, it helps enable hotels to consistently achieve the highest cleaning standards.
Are there any travel restrictions I should be aware of during this time?
For the most up-to-date information, please consult travel advisories in your country and information made available by the World Health Organisation (WHO). We will continue to closely monitor the situation and adapt our policies accordingly. Please find contact numbers through the link below:
Will individual hotels be implementing new safety protocols?
Yes, due to the current situation with COVID-19, our hotels are implementing new processes to help protect the safety of guests and team members. This may result in a change in certain services and amenities that are normally available at our hotels. Those travelling to hotels located in areas that are allowing only “essential travellers” are required to comply with all guidelines and restrictions and may be required to provide identification establishing that they are “essential travellers.”
We kindly ask all guests to refrain from travelling if they are experiencing any COVID-19 symptoms, such as fever, cough, or shortness of breath, and to advise hotel management immediately if they begin to experience any symptoms while on property. In public areas of the hotel, we may ask that you maintain social distancing of up to 2 metres from other guests, and in certain locations, guests may be required to wear masks or other facial coverings.
Who should I contact if I have questions or concerns about a specific hotel?
Please contact the hotel directly. Telephone numbers can be found on each hotel’s detail page and in booking confirmation messages.
Can I cancel or change my reservation without a penalty?
- For direct bookings made on or after 6 June 2020, with stays after 30 June 2020, please check the “Additional Rate Details” link on the Rooms & Rates page or “Cancellation & Rate Details” link on the Booking page for applicable terms and/or exclusions. While many rates have flexible cancellation policies, there are some rates which are non-cancellable.
- For direct bookings made before 6 June 2020, for stays after 30 June 2020, all of our properties are required to accommodate non-cancellable rate reservation changes if the request is received at least 48 hours prior to arrival and the same number of room nights or more are booked for a future stay.
- Guests who are prohibited from traveling to their booked hotel under applicable law will have their cancellation or change penalties waived on direct bookings.
- If your reservation was made as part of a group booking—such as a conference, meeting, or event—the cancellation policies outlined above do not apply. If you have a group reservation, please review the terms and conditions for the booking and/or contact the group planner for more information.
What if I made my reservation through a travel agent or online booking platform?
For bookings made by a travel agent or online booking platform, guests are advised to contact the agent or booking platform directly.
WYNDHAM REWARDS POINTS & MEMBERSHIP
What will happen to my Wyndham Rewards points that are set to expire?
We are pausing the expiration of any Wyndham Rewards points until 31 December 2020.
Will my Wyndham Rewards member level be extended?
Yes. We are extending current Wyndham Rewards Member Levels (status) for all members globally through the end of 2021.
Can I unlock new member levels faster in 2020?
Yes. We’ve made it easier to reach new member levels in 2020 by lowering the qualifying night requirements. From 1 January 2020 through 31 December 2020, stay 3 qualifying nights to unlock GOLD level, 9 qualifying nights for PLATINUM, or 24 qualifying nights for DIAMOND. For more information and to see whether this offer can help you reach the next member level, click here.
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We’re committed to your health and safety, so we’re taking important steps to give you peace of mind.
We’re offering all essential workers fighting on the front lines of COVID-19 a complimentary GOLD membership upgrade.