COVID-19 has changed the travel industry as we know it, and businesses across the globe have had to adapt. More than ever, travelers are looking for cancellation policies that are both generous and fair – not to mention clean, state-of-the-art, professionally managed facilities.

At country and state levels, the influx of ever-changing information regarding social distancing, travel restrictions, shelter-in-place mandates, and mask-wearing policies is overwhelming, often conflicting, and a challenge for even the most dedicated of travelers to wrap their heads around. 

So how are timeshare brands responding? We did a deep-dive into how some of the significant timeshare players have adjusted their cancellation and cleanliness guidelines to address concerned owners and travelers alike:

Club Wyndham

Club Wyndham claims to prioritize safety and health above all else when it comes to their timeshare owners, guests, and members. In accordance with CDC and WHO guidelines, and as part of their “Vacation Ready” initiative, Club Wyndham has partnered with Ecolab and other suppliers to implement medical-grade sanitizing of its facilities, in addition to closing certain high-frequency amenities. Club Wyndham is also minimizing contact at check-in, with phone check-ins and coordinated key delivery.

As of May 20, 2020, Club Wyndham is planning on reopening closed resorts in phases beginning on May 26, 2020. The reopening will occur on a case-by-case basis, with reduced capacity, social distancing, and cleanliness standards all enforced. 

Club Wyndham will notify those with upcoming reservations if COVID-19 impacts their reservation, and handle the cancellation process. The Club Wyndham staff will return all transactions, housekeeping credits, and vacation points within 72 hours.

Club Wyndham’s dedication to making travel as accessible as possible, given the state of the world, is evident. 

View a live list of Club Wyndham Resorts’ phased openings and closures here.

Wyndham Cancellation Policy Update 05/29/2020:

Wyndham has announced that it is canceling non-owner reservations until the end of 2020. Wyndham is taking this (admittedly bold) step to ensure that actual owners get priority on reservations as resorts reopen at reduced capacity. Some owners have expressed frustration, noting that Wyndham is still permitting non-owners to book with them directly.

Wyndham Cancellation Policy Update 06/08/2020:

KOALA has received indications that Wyndham may reverse its policy of canceling non-owner reservations through the end of this year. Stay tuned for updates!

Marriott Vacation Club

Marriott Vacation Club has ramped up its cleaning standards around high-frequency guest touchpoints. MVC has also made adjustments to keep guests safe – including signage to remind visitors of social distancing guidance.

Early on, MVC closed certain high-frequency amenities where effective social distancing would be challenging. While certain resorts have begun opening amenities back up on a provisional basis, you should check in with your resort to confirm its status, which you can do here.

MVC has modified its cancellation policy to allow more flexibility for owners and guests, depending on the specific circumstances. MVC’s Contact Form is the most efficient way to cancel a booking for an arrival in the next 75 days.

Read Marriott Vacation Club’s official COVID-19 statement here.

Hilton Grand Vacations

As a part of their CleanStay initiative, Hilton Grand Vacations Club  has elevated their already high standards of hygiene and housekeeping, with hand sanitizer readily available in all public areas and protective barriers that allow for near-touchless arrivals and departures. Additionally, HGVC is providing Personal Protective Equipment (PPE) to staff and guests, drastically increasing the cleaning of high-frequency quest touchpoints, and verifying room seals on cleaned suites. Staff protocols have been updated to the highest cleanliness standards.

HGVC currently plans to reopen most of their properties as early as June 1, 2020. HGVC members looking to cancel reservations through June 15, 2020, can do so quickly, with all fees and points credited back to the appropriate accounts within one week.

HGVC is committed to offering travelers at their properties an environment that is safe and welcoming. Follow HGVCs live COVID-19-related travel alerts here.

Read Hilton Grand Vacations Club’s official COVID-19 statement here.

Hyatt Residence Club

On a global scale, Hyatt Residence Club has instituted comprehensive COVID-19 guidance, detailing how to prevent virus transmission. They’ve also implemented procedures for suspected or confirmed COVID-19 cases among guests or HRC staff members.

HRC has closed certain high-frequency amenities to comply with social distancing guidelines. They are working to open these amenities, but advise that some amenities may remain limited. HRC recommends checking their resort updates page for the latest information.

HRC’s cancellation policies could use improvement. Currently, cancellation information sits behind a login page, making it difficult for owners and travelers to know upfront how their reservations have been affected. While HRC has clearly and effectively articulated how they’re responding to questions of guest safety, their updated cancellation policies could use some clarification.

Read Hyatt Residence Club’s official COVID-19 statement here.

Vidanta

Vidanta has purchased medical-grade sanitizing products and updated the cleaning protocol for high-contact surfaces in rooms. All staff members disinfect after cleaning each room, and alcohol-based hand sanitizer is available in all public areas. During food preparation, chefs wear mask coverings on their faces and follow strict and hygienic food handling standards. 

Vidanta only offers cancellation information via phone. While their standard 30-day cancellation policy is more generous than some brands, online cancellation resources in the time of COVID-19 would go a long way.

Read Vidanta’s official COVID-19 statement here.

Vistana

Vistana maintains that their health and safety measures combat a broad spectrum of pathogens, including COVID-19. Vistana’s already-thorough cleaning protocols have only improved, with an emphasis on deep-cleaning in public areas. 

For cancellations on arrivals within the next 75 days, Vistana is managing cancellations through their owner portal. However, we wouldn’t mind seeing a page detailing their cancellation policies.

Vistana places the well-being of their guests, owners, and members above all else, and this comes across in their cleaning and safety updates. Their cancellation policies leave something to be desired, however.

Read Vistana’s official COVID-19 statement here.

Bluegreen Vacations

Bluegreen has made notable updates to their safety and sanitation procedures in the wake of COVID-19. Employees are required to complete safety, enhanced sanitation, and social distancing training, and to don PPE at all times. Units will receive regular deep cleans with post-cleaning verified room seals. Hand sanitizer will be available in all public areas.

While we’d like to see more clarity in their cancellation policy, Bluegreen has dependable customer service representatives directly reachable by phone or email.

Read Bluegreen’s official COVID-19 statement here.

What Have Your Experiences Been With Your Timeshare Brand?

We want to know – reach out with your experience!

We’re here for you. There is much that is unknown about the future, but one thing is for sure: We will vacation again. And when we do, we’ll vacation safer and smarter. 

Learn more about how KOALA is supporting hosts and travelers during COVID-19.