The crazy value to the promotion was that many of the hotel properties are really inexpensive, and Wyndham Rewards credits no show stays as a matter of policy (most hotels don’t give you the points unless you actually show up).
The promo made it possible, for instance, to earn miles in a variety of frequent flyer programs (by transferring Wyndham points) at less than a penny apiece.
Wyndham declared that the promotion was targeted, even though the terms and conditions of the offer were clear that all that was necessary to be eligible to participate was to
(i) be an active member (ii) book a stay at any of the 20 participating properties at a qualifying rate between 9/12/12 and 12/31/12 and complete their hotel stays by 1/3/13 (the “Promotion Period”).
They then went a step further and changed the language of the offer to specify that
Only members who received the direct mail invitation are eligible for this offer.
This change gave further evidence, of course, that the earlier language didn’t require being targeted since they felt the need to now say that it was.
They really probably did intend for the promotion to be available only to folks who received a direct mailer, they just forgot to write it up that way. So they changed the published rules.
At that time I wrote, I still have to believe that everyone who participated in the offer prior to the change in promotion description will have their bonus points honored.
And that’s what appears to be happening. But you’ll have to ask in order to prompt it.
I logged into my Wyndham Rewards account and submitted the contact form for a ‘missing stay’ even though the points from my first, prepaid and non-refundable stay had already posted to my account.
The basic points for my stay posted immediately.
However I made the booking precisely because of the offer listed at http://www.wyndhamrewards.com/bonus16 of 16,000 bonus points.
I made the booking before the terms and conditions of the offer changed to say it was valid only for people who received a direct marketing piece from you.
It was a prepaid booking and consumed prior to the change in terms and conditions on the website. So no opportunity to cancel it even.
I spent money in reliance on the language posted on your website, and would like for you to award the 16000 bonus points to my account.
I understand it was your intention to make this promotion only available to individuals receiving the direct marketing letter. However I went to your website and saw the terms that did not require that at the time, in fact the language clearly suggested that anyone making a booking at one of the included hotels during the promotion period was eligible.
So I would appreciate a goodwill gesture of your honoring the deal based on my booking which was prior to the change in language on the website, and posting the bonus points to my account. THANK YOU for your kind consideration.
And I received the following response:
To reiterate, the offer was communicated to a group of existing members through a direct mail invitation. Only those members who received this direct mail invitation are eligible for this offer.
However, your customer satisfaction is important to us. Based on the specific information you provided, we are providing you with 16k goodwill points for the bookings you already made. We hope you enjoy your stay.
To receive the goodwill points, please send your member number and a copy of the folio (receipt) after your stay to WRCustomerservice@wyndhamrewards.com so we can ensure that the points are posted to the appropriate account. For tracking purposes, please also reference your FlyerTalk Username/Handle within your email.
PHONE: 1-866-WYN-RWDS (1-866-996 -7937)
I had made one prepaid booking before the terms and conditions changed, I did not stay at the property, points posted for that stay.
I contacted Wyndham Rewards and they agreed to award me the 16,000 point bonus I would have gotten.
While, of course, maintaining the promotion is only for folks who received their direct mail offer. As long as they make good to everyone who made prepaid reservations consumed before the change in conditions, I’m fine with their maintaining that (and anyone who made non-cancellable reservations not yet consumed should be able to get those cancelled). It seems they’re even honoring it for people who made reservations before the change in terms but have not yet consumed them, so no need to cancel if one prefers the points.
Clearly this is a ‘form’ response, as well, since I didn’t mention Flyertalk in my email to them, I hadn’t found the deal there, and hadn’t posted to that thread but they still asked for a Flyertalk handle assuming that’s where most of the complaints to them are coming from.
From my experience — since only one reservation was at issue — I cannot say what they are doing for folks who had more than one reservation (whether they’ll honoring 16,000 points per reservation up to 3 or just 16,000 total).
But it does seem like if you made a booking when the deal was first mentioned, that you should contact Wyndham and ask them to honor and you’re likely to get a similar response.