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Imagine staying at hotel while waiting for the completion of a house being built. You enroll in the guest program and earn points. Imagine forgetting your first account information and opening a second account.
Now, imagine earning points on both accounts. Finally, you realize that you have two accounts and you call Wyndham Rewards to consolidate your accounts. This is where my nightmare begins.
I have two Wyndham Rewards accounts. For over two weeks, I have been emailing, sending in customer service forms and calling customer service. No one can give me an explanation WHY in this day and age of computers, that two accounts can't be merged within a few minutes of making the request.
This is inexcusable.
Perhaps because I am owed two free nights?
This is NOT a way to earn customer loyalty. Furthermore, I am in the travel industry and I am not letting this matter go without some type of satisfaction.
Anyone else out there with a similar story?
I have never had a problem with this program. I send in my receipts and the rewards were credit to my account. I even got some nice rewards when I cashed in my points.
Recently I spent FIVE nights (Count them) at a dump of a hotel in Down Town Atlanta which is one of their rewards properties. I was there over Labor day weekend to attend Dragon*Con. The rate was much higher than usual, but fair enough, it WAS the Con after all. We just spent about 2 1/2 hours on the phone with them trying to get our points. At first they told us we would not get any because it was a "group rate" (twice what it is today, by the way). Then they blamed the hotel. The hotel blamed them. We went round and round, THEN they said they couldn't deal with my wife because my name was one the rewards account, oh, and by the way, maybe we won't get the point because HER name, not mine was on the reservation! (I added my wife of 34 plus years on the account TWO months ago after a similar incident) Finally I got on the phone, used my "scary voice" (As my kids call it) and got it resolved...maybe. We'll see in 72 hours. I told the last person I talked to that they reminded me of the credit card commercial featuring "Peggy" the customer non-service rep answering from the frozen Russian wasteland. She pretended not to be familiar with it, but I think she got the message.
Wyndham's so-called rewards program is both fraudulant and discriminatory -- at least that's how I see it. When we travel, my partner (opposite sex, but different last names so they can't tell if we're married or not) and I usually use MY points card. However, he really prefers to have the bills that go to his credit card listed under his name, so one time a few years ago, I made the reservation under his name at his request. Well, the particular Wyndham place we were staying (a little dump near the Cleveland airport) insisted that because the reservation and the credit card had HIS last name, we couldn't use my points card. They pretty-well strong-armed us into opening an account for him. He didn't want an account & didn't want to mess around with points. I agreed that I'd handle both of our cards. The motel never indicated that this arrangement wouldn't be allowed, but it's been nothing but trouble. I later learned that these points expire, so now I have to switch back & forth between the 2 cards to keep them both active. But every time I have any question or problem, they refuse to speak to me about his card. I tell them that I'm his partner & handle all this business, but they just tell me that it's a "personal" points card & I can't do business for him. All of this could have been avoided if we'd had the same last name, but they think it's okay to discriminate against people who "might" be unmarried because of different last names. They tell me that he can call in, but that wasn't our deal. He can't be bothered about such things & would prefer that I just give up because they're never going to honor their points program anyway -- at least without being threatened by the Attorney General. Every time I talk to them or e-mail them (numerous times over the past few years), I've ended up in tears. The latest thing was because I couldn't answer the security questions on HIS account. I tried answering them as him & as me & even just a few cute whimsical non-answers, but honestly I don't even remember setting up those questions for his account. I told them to look at their records & see that both of our cards use the same email address (mine), but they keep sticking to the line that it's a "personal" card. The thing is that it's not -- if you have the same last name, you're allowed to use the other person's card because then they assume you're a married couple. And it's a ridiculous line anyhow -- lots of people in relationships or in business divide up their work in such a way that it's someone else who makes their travel plans for them. They tell me that he wasn't "forced" opening an account he didn't want to use, but they weren't at that Cleveland motel -- it was the only way we were going to get the points we'd EARNED. Not that it matters, because they're always trying to keep us from accumulating enough points to get anything anyway. Half of our stays don't even qualify for points because we got a discount or something, & then there's the whole thing with expiring points. Most of the motels of theirs that I've stayed at are basically dumps, although there are a couple that I stay at pretty regularly that really are pretty okay & have nice staff so I'd like to keep giving them my business. I mean, those places actually seem to want my business. But the problem is with the rewards points company because those people are always rude and couldn't care less if I'd ever stay with them again (& always make me cry -- which takes some doing!).
Absolutely! Wyndham has the worst rewards program out there and I agree that it borders on fraud! Let's all get together and make them change their practices!
I agree Wyndham has terrible customer service. The people are not knowledgeable and don't even know how to use their reaervation system. I am used to better lodgingfor the money. I am more disappointed with Wyndham rewards reservations I was at Exit 55 on I-71 heading south, I called Wyndham rewards as I did not have immediate access to the internet. I ask for a room heading South on I-71. The person on the phone said "I don't have a map" I need a city. I looked up and said I see a sign indicating Warsaw, KY. The first place she suggested was back the way I came. I said heading South, she again said, "I don't have a map". She then said a Ramada at Exit 2. I ask is that the best you can do? I got no response. I said go ahead and book it. I passed several Wyndham affialiated hotels during the hour as I went on to Exit 2. She did not get me the promotional rate I am entitled to as a Wyndham Time share owner. When I arrived about midnight I was expecting better accommodations.
Their program is absolutely the WORST one out there. I travel quite frequently for work and am a top tier member in several other programs. occasionally, I end up in a Wyndham Rewards brand, most of which are indeed substandard properties. Out of the past 15 stays, a whopping 13 of the stays were NOT automatically credited and necessitated numerous emails back and forth and then ultimately me having to take the time to FAX in the folio due to them not being able to locate my stay information. Additionally, they tout various bonus promotions, which I would have qualified for had my points been properly credited--I have yet to see the bonus points awarded. Their Customer Service Department simply sends out "form letter" replies with no resolution whatsoever. Their program borders on FRAUD in my opinion and is absolutely NOT customer oriented. There should be a class action lawsuit to force them to remedy their fraudulent practices.
Whay are you trying to earn two for one? By your letter you have two different accounts that are crediting you for a single stay twice! Is this correct? If so, who is ripping off who?