Wyndham points redemption problem

Old Jul 8, 16, 12:19 pm
  #1  
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Join Date: Jul 2008
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Wyndham points redemption problem

I really hope Wyndham employees troll this board and they read this because something is very broken in their points redemption process. Have a look.

I had a reservation for two nights, 7/21-7/23 at Wyndham Santa Monica, on points. My circumstances changed and I needed to change to 7/20-7/22. Simple enough. I verified there was availability on the night of 7/20 and called Wyndham to make the change. I was informed that a reservation could not be changed, only canceled and re-booked. However, I was also told that there was no availability on 7/21. Hm. That sounds odd, especially considering I currently HAVE a reservation for 7/21. But no problem. If you cancel my existing reservation, won't my room fall back into the inventory, allowing me to re-book? No concrete answer. OK, fine, I'll call the hotel and see what they can do, don't cancel anything yet. Predictably the hotel did nothing because all they could do was direct me back to the 866 number. But, oh, the reps on the other side could call the hotel and we could solve it all together (how? I was never provided with an answer). Sure, I said. I'll give it a shot. As I dialed the 866 number, I got a little surprise in my e-mail inbox: the cancellation of my existing reservation. What? Huh? I don't recall asking for it. Right as rain, though, the night of 7/21 did not become available even though my canceled reservation should have made it available (nor can I un-cancel the reservation). So, thanks to an eager beaver at reservations who doesn't know the meaning of "wait, don't cancel yet!" now I have the reservation for 7/20 because I had the wherewithal to quickly grab it, but nothing on the 21st. Not really sure where I go from here...

Last edited by highlanderfil; Jul 8, 16 at 12:27 pm
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Old Jul 8, 16, 12:35 pm
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Join Date: Jul 2008
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Update: luckily, on the third try I got someone who could do more than blindly follow a script. He called the hotel, re-confirmed availability and I'm good to go (with a promised upgrade for the trouble, to boot, so that was nice). Still, the fact that I had to spend an hour and a half being bounced between half a dozen different Wyndham employees points to a process that could use a lot of work...
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