WYNDHAM REWARDS FRONT DESK GUIDE

Transcription

1 WYNDHAM REWARDS FRONT DESK GUIDE Updated May 8,

2 WYNDHAM REWARDS BUILDING OUR MAGIC To Our Valued Wyndham Rewards Ambassadors: Welcome to the revolutionary Wyndham Rewards Program the simplest and most generous hotel loyalty program in the industry. It s time to make the magic happen at your hotel! In this guide, you ll find tools and resources to help you successfully manage the Program at your hotel, including tips to encourage your guests to come back again and again. Visit MyPortal to find the latest information on the Wyndham Rewards Program. Together, we have the power to make every single day more rewarding for both our guests and for our hotels. No tricks. Just Wyndham Rewards magic! Noah Brodsky Vice President, Worldwide Loyalty and Engagement Wyndham Hotel Group 2

3 TABLE OF CONTENTS Wyndham Rewards Overview Program Integrity Program Participation Earning Options Rate Qualification Redemption Options Wyndham Rewards Program Administration Property Management Systems How to Enroll a Member Posting Member Stay Earnings Wyndham Rewards Loyalty Program Charge Wyndham Rewards Loyalty Program Charge Credit Wyndham Rewards Loyalty Retraining Fee Wyndham Rewards Loyalty Member Services Administration Fee go free sm Award Guidelines & Reimbursement go fast sm Award Guidelines & Reimbursement Wyndham Rewards Program Marketing Key Features and Member Benefits On Property Marketing: Tools from Wyndham Rewards Wyndham Rewards Soft Benefits (International Properties Only) Purchase Points Rewards Property Frequently Asked Questions Guest Frequently Asked Questions Glossary Contact Information 3

4 Several defined terms are used throughout the Wyndham Rewards Front Desk Guide. For full definitions of all defined terms, please refer to the Glossary on pages

5 WYNDHAM REWARDS OVERVIEW Program Integrity The best way to enhance Wyndham Rewards members satisfaction is to ensure that the Program is operating honestly and effectively. Upholding the Program s rules will help attract, retain and grow our member base. All Wyndham Rewards activity at your property is subject to review by the Program Integrity department to ensure compliance with Program policies and member terms and conditions. Failure to comply with the terms of the Wyndham Rewards Program as outlined in this Front Desk Guide, your franchise or license agreement, and/or any applicable System Standards, may be deemed a default of your obligations under the franchise agreement, and may in some instances constitute fraud. Wyndham Rewards, or its affiliate, reserves all rights and remedies granted under the franchise agreement and/or applicable law, due to your non conformance or default. You are responsible for the actions of your employees, including their compliance with this Front Desk Guide. If we allow you to deviate from this Front Desk Guide, we may insist on strict compliance at any time after written notice. Our silence or inaction will not be or establish a waiver, consent, course of dealing, implied modification or estoppel. Any terms not defined in this Front Desk Guide shall have the meaning given to them in your franchise or license agreement, and the Wyndham Rewards Program Terms and Conditions, as applicable. Please monitor your monthly Wyndham Rewards chargeback report (available on MyPortal) for any potential fraudulent Wyndham Rewards activity. If you identify or suspect fraud, misuse or suspicious behavior associated with Wyndham Rewards at your property, please call the Program Integrity department at

6 WYNDHAM REWARDS OVERVIEW Program Participation In addition to following the terms of this Front Desk Guide, participation in the Wyndham Rewards Program means you must: Comply with all technology requirements, including those requiring you to acquire, maintain and upgrade computer hardware, software, internet and/or other communication services to ensure a fully operational system at all times. Ask every guest upon check in if he or she is a Wyndham Rewards member. If so, collect his or her Wyndham Rewards number to post the stay earning. If not, offer to enroll the guest in the Program. Post all Wyndham Reward members stay earnings through edesk within 24 hours of check out if your property does not have two way connectivity with Wyndham Hotel Group. Honor all member go free and go fast award redemptions booked through the designated Wyndham Rewards channels. See pages for more details on go free and go fast awards. Process all go free and go fast award reimbursement requests within 30 days of the member s go free/go fast award stay check out date. Comply with Wyndham Rewards training and certification requirements for your management and staff. Pay all Loyalty Program Charges and any other fees assessed to your property on a timely basis. Promote Wyndham Rewards by displaying on property marketing collateral and other materials in accordance with Program guidelines. Treat all members as valued customers of the brand and your property. 6

7 WYNDHAM REWARDS OVERVIEW Earning Options Upon enrollment, Wyndham Rewards members have the choice to earn Wyndham Rewards points or Travel Partner Currency for their Qualified Stays. Qualified Stays Members earn Base Points (or Travel Partner Currency) for all their Qualified Stays. go get em sm 1,000 Point Minimum For each Qualified Stay, members will receive 10 Base Points for every dollar spent per the table on page 41. Members will also earn Additional Points, as necessary, such that membrs earn a minimum of 1,000 Wyndham Rewards points for each Qualified Stay. Additional Points will be funded by Wyndham Rewards at no additional cost to your property. Please see page 16 for details regarding the application of the Wyndham Rewards Loyalty Program Charge to such Qualified Stays. If a member checks out and then checks back in to the same Participating Hotel on the same day, it will count as a single stay for purposes of calculating a Qualified Stay (i.e., a guest cannot check out and check in the same day to obtain multiple go get em awards). For further clarification, see examples below: Example #1 Room revenue from one night Qualified Stay at a Days Inn = $60 $60 x 10 points per $1 USD = 600 Base Points 400 Additional Points will be added to the member s account to total 1,000 points for this Qualified Stay. These 400 Additional Points are funded by Wyndham Rewards. You are responsible for the Loyalty Program Charge on $60. Example #2 Room revenue from three night Qualified Stay at a Days Inn = $120 $120 x 10 points per $1 USD = 1,200 Base Points No Additional Points will be added to the member s account because the minimum threshold of 1,000 points was met. You are responsible for the Loyalty Program Charge on $120 7

8 Example #3 Room revenue from two night Qualified Stay at a Days Inn = $60 during a double points promotion $60 x 10 points per $1 USD = 600 Base Points 400 Additional Points will be added to the member s account to meet the minimum threshold of 1,000 points. These 400 Additional Points are funded by Wyndham Rewards. You are responsible for the Loyalty Program Charge on $ Base Points x 2 (due to double points promotion) = 1,200 points The member will earn a total of 1,600 points (1, ). SUMMARY OF DAYS INNS EXAMPLES ABOVE: Example #1 Example #2 Example #3 Daily Room Rate $60 $40 $30 Room Nights Total Room Revenue $60 $120 $60 5% Loyalty Program Charge $3 $6 $3 Base Points 600 1, Additional Points (funded by WR) Promotional points (if applicable) Total Wyndham Rewards Points Earned 1,000 1,200 1,600 For full terms and conditions of go get em awards, please see the Wyndham Rewards Terms & Conditions. Travel Partner Currency Earning Please see the Wyndham Rewards participating travel partner earning page for specific earnings ratios and terms and conditions. Travel Partner Currency earned from a member s Qualified Stay will be credited to the member s partner program account within 6 8 weeks from the check out date of the member s Qualified Stay. 8

9 To earn Travel Partner Currency for a Qualified Stay, Wyndham Rewards members must have a membership number for the chosen travel partner s program and must have included that membership number in their Wyndham Rewards membership profile. The membership number from the chosen travel partner program must be on file in the member s Wyndham Rewards account before check out from the Qualified Stay to earn Travel Partner Currency for that stay. go get em awards are not applicable to Travel Partner Currency earnings. Member earning preferences can be revised by visiting The earning preference for each Qualified Stay will be based on the member s profile selection at the time of check out for that stay. Members cannot retroactively convert Travel Partner Currency to Wyndham Rewards points or vice versa. A travel partner program membership number may only be associated with one Wyndham Rewards account at a time. For further information on travel partner earnings, please see the full Wyndham Rewards Terms & Conditions. Additional Ways to Earn Points Sign up for the Wyndham Rewards credit card and earn points with each purchase. Register for bonus point promotions. Visit the Wyndham Rewards Earn page to learn more about other earning options. 9

10 WYNDHAM REWARDS OVERVIEW Rate Qualification Certain standardized market segments and corresponding rate plans do not qualify to earn Wyndham Rewards points or Travel Partner Currency, and in some instances do not count toward Gold Status membership. The following lists indicate qualifying and non qualifying market segments: Qualified Market Segments Retail Group National Government Meg/Consortia Negotiated Local Negotiated National Brand promotion and package Qualified discounts (account) Non Qualified Market Segments Contract (e.g., airline crews) Wholesale Allotment (e.g., local and global sales wholesale accounts) Internet Non opaque (e.g., Priceline) Non revenue (e.g., compensation, go free awards ) Group Locally negotiated* Wholesale Discount (e.g., tour operators) Internet Opaque (e.g., Expedia) go fast awards Qualified discounts (non account) *Locally negotiated group rates qualify for Wyndham Rewards points at Wyndham Grand, Wyndham Hotels and Resorts, Wyndham Garden, Wingate by Wyndham and Hawthorn Suites by Wyndham. go free/go fast award stays count towards obtaining or maintaining Wyndham Rewards Gold Status Membership. Although Employee and Family rates and Travel Industry rates fall under the Qualified Discounts (non account) market segment, they still qualify for Wyndham Rewards points. Employees of Wyndham Worldwide Corporation as well as owners and employees of all Wyndham Hotel Group properties are eligible for Employee and Family rates. Immediate family members of the above mentioned owners and employees are also eligible to receive this benefit. Immediate family members are classified as a spouse, domestic partner, child, sibling, parent and parent in law. Signed Employee and Family voucher must be presented at check in. Travel industry rates are classified as rates offered to travel industry employees. Valid employee identification or International Air Transport Association Travel Agent ID card must be presented at check in. Please contact MyRequest to determine whether a specific rate plan qualifies. 10

11 WYNDHAM REWARDS OVERVIEW Redemption Options Wyndham Rewards points can be redeemed in a variety of ways that offer something for everyone, including: go free award (described on pages 22 24) go fast award (described on pages 25 29) Airline miles or partner points Airline and rail tickets Car rentals Charitable donations Merchandise Dining, shopping and movie theater gift cards Magazine subscriptions For the most up to date list of redemption options, visit the Wyndham Rewards Redeem page. 11

12 WYNDHAM REWARDS PROGRAM ADMINISTRATION Property Management Systems Administering Wyndham Rewards at your property is easy. The systems you use for specific tasks will depend on your property and its connectivity. Properties with two way connectivity to Wyndham Hotel Group If you need to Enroll a guest in Wyndham Rewards Post a member s stay earning Submit a go free or go fast award reimbursement request* Conduct a member search Access Wyndham Rewards reporting Purchase points via the Purchase Points Rewards tool Use: Property Management System (PMS) edesk Properties without two way connectivity to Wyndham Hotel Group If you need to Enroll a guest Conduct a member search Post a member s stay earning Submit a go free or go fast award reimbursement request Access Wyndham Rewards reporting Purchase points via the Purchase Points Rewards tool Use: edesk *Wyndham Grand, Wyndham Hotels & Resorts, and Wyndham Garden properties should use edesk to submit a go free or go fast award reimbursement request by clicking on the go free or go fast award link on the left navigation pane. 12

13 WYNDHAM REWARDS PROGRAM ADMINISTRATION How to Enroll a Member Confirm (on page 12) whether your property should use the PMS or edesk to enroll guests into the Wyndham Rewards Program. For detailed step by step instructions on enrolling a guest using a PMS or edesk, please see the PMS Guides on the External Knowledge Base. If your property is outside the United States and Canada, you may also enroll guests via a paper enrollment form specific to your region. The Enrollment Process: 1. Obtain permission to enroll the guest into the Wyndham Rewards Program. Enrolling a guest into the Wyndham Rewards program without their consent may constitute fraud or abuse and is strictly prohibited. 2. Conduct a member search via your PMS or edesk prior to enrollment to ensure that the guest is not already a member so as to avoid creating duplicate accounts. If the guest is already a member, add his or her existing member number to the stay. If not, continue the enrollment via your PMS or edesk. 3. Record the guest s personal information accurately when enrolling him or her into the Wyndham Rewards Program. Members use their personal information to access their Wyndham Rewards accounts when they contact member services or to update their profiles on WyndhamRewards.com The below guest information is required to enroll a member in the Wyndham Rewards Program: First Name Last Name Address Phone Number address* *An address is not required to process the guest s enrollment, but is required in order to count as a Valid Enrollment. Please see pages for more information. Guests must enroll prior to check out of a stay in order to receive points for such stay (provided such stay meets all criteria for a Qualified Stay). If your property does not have two way connectivity to the Central Reservation System, you must process a guest s Wyndham Rewards enrollment via edesk prior to the guest s check out for the guest to receive points for such stay (provided such stay meets all criteria for a Qualified Stay). If an enrollment associated with a Qualified Stay is not processed prior to check out, the member will not receive points, the enrollment will not count as an Enrollment Stay 13

14 (see page 18) and your property will also be subject to the Loyalty Member Services Administration Fee (see page 21). Newly enrolled members can contact Member Services to receive points for Qualified Stays with a check out date up to 30 days prior to the new member s enrollment. To learn more about ways your front desk staff can encourage enrollment into the Wyndham Rewards Program, please refer to the e learning tutorial available on MyPortal. 14

15 WYNDHAM REWARDS PROGRAM ADMINISTRATION Posting Member Stay Earnings Confirm whether your property should use the PMS or edesk (page 12) to post member stays. For detailed step by step instructions on posting member stays using a PMS or edesk, please see the PMS Guides on the External Knowledge Base. Important Notes on Member Stay Earnings 1. The stay record of a member s Qualified Stay may not be altered, including altering the member number, rate plan, or any other information affecting whether the stay meets all criteria for a Qualified Stay. Any changes to a stay record are subject to audit by the Wyndham Rewards Program Integrity team. 2. Member accounts are for the member s individual use only. Groups, businesses, etc. cannot share one account. 3. A member can earn Wyndham Rewards points or Travel Partner Currency for up to three rooms per night in the course of a Qualified Stay. 4. Post all member stay earnings within 10 days of check out date (see page 21). Members typically receive their points or Travel Partner Currency within 72 hours after a Qualified Stay is posted. 5. All earnings are based on amounts spent in U.S. dollars. Earnings for Qualified Stays outside of the United States will be based on the U.S. dollar to local currency exchange rate at the time the Participating Hotel posts the stay record. 15

16 WYNDHAM REWARDS PROGRAM ADMINISTRATION Wyndham Rewards Loyalty Program Charge Wyndham Rewards Loyalty Program Charges are assessed on each member s Qualified Stay at your property according to the chart below. The Wyndham Rewards Loyalty Program Charge varies by brand and appears as a debit line item on your monthly statement. You can access details of the Loyalty Program Charge for each Qualified Stay via the Wyndham Rewards Chargeback Report on MyPortal under Manage My Business > Run My Property Reports. Brand Wyndham Grand Wyndham Hotels and Resorts Wyndham Garden Hawthorn Suites by Wyndham All other brands % Invoiced (for Qualified Stays) Guidelines 5% on total folio Points are calculated based on the total folio for the Qualified Stay. 3% on room rate only Points are calculated based on the room rate for the Qualified 5% on room rate only Stay; no other charges qualify for Wyndham Rewards points. Review your Wyndham Rewards Chargeback report regularly; Wyndham Rewards cannot resolve disputed billing charges older than six months. If a member is a no show or cancels a reservation but does not adhere to your property s individual cancellation policy, and you charge the member for the stay (provided such stay otherwise meets all criteria for a Qualified Stay), the member will be awarded Base Points (and Additional Points as applicable) and the Loyalty Program Charge will apply, despite the member s no show or cancellation. Members may be proactively matched on all Qualified Stays, whether or not the member s Wyndham Rewards membership number is associated with the stay record at the time of the stay. Accordingly, the Loyalty Program Charge will apply to such matched Qualified Stays. Proactive matching is a common industry practice in which guest information (such as address or phone number) on the stay record is matched against information in current Wyndham Rewards member accounts. This is a beneficial service to members who may not otherwise receive credit for their stays, thereby increasing satisfaction and loyalty. Your front desk staff should collect membership numbers whenever possible. The stay record of a member s Qualified Stay may not be altered, including altering the member number, rate plan, or any other information affecting whether the stay meets all criteria for a Qualified Stay. Any changes to the stay record are subject to audit by the Wyndham Rewards 16

17 Program Integrity team.if you notice any billing discrepancies or have questions, please contact Wyndham Rewards Billing and Reimbursement at or WR.billing@wyn.com. 17

18 WYNDHAM REWARDS PROGRAM ADMINISTRATION Wyndham Rewards Loyalty Program Charge Credit For information on the current Loyalty Program Charge Credit in effect through July 2015, please visit MyPortal. As of August 2015, the Wyndham Rewards Loyalty Program Charge will be credited back to your property for all new member Enrollment Stays at your property in the previous month that: Take place via your PMS or edesk and were processed prior to check out of the member s Enrollment Stay; Include a valid first name, last name, street address, city, state, zip code and phone number for the member; Contain the same member number as the Enrollment Stay. Although an address is not required as part of an Enrollment Stay, you are encouraged to request an address from each new member so that such Enrollment Stay counts as a Valid Enrollment. See the Loyalty Retraining Fee on pages for more information. 18

19 WYNDHAM REWARDS PROGRAM ADMINISTRATION Wyndham Rewards Loyalty Retraining Fee As of August 2015, if your property does not register at least 10 Valid Enrollments per calendar month, you will be subject to the Loyalty Retraining Fee of $250 for each such month. If your property does not meet 10 Valid Enrollments in a given calendar month but obtains 20 or more Valid Enrollments in the following calendar month, you will be credited back the Loyalty Retraining Fee for the previous month. You will only receive a credit for the prior month s previously billed Loyalty Retraining Fee if your property reaches 20 or more Valid Enrollments in the month immediately following, and not simply if your property averages more than 10 Valid Enrollments per month. For further clarification, see examples below: Example 1: o August = 10 Valid Enrollments o September = 15 Valid Enrollments In this case, your property would not be charged the Loyalty Retraining Fee for either August or September as the minimum threshold of 10 Valid Enrollments has been met each month. Example 2: o August = 5 Valid Enrollments o September = 20 Valid Enrollments In this case, your property would be charged the Loyalty Retraining Fee for failing to meet the threshold of 10 Valid Enrollments in August; however, the Fee will be credited back on the following billing statement because your property reached 20 Valid Enrollments in September. Your property would not be charged the Loyalty Retraining Fee for September. 19

20 Example 3: o August = 5 Valid Enrollments o September = 2 Valid Enrollments o October = 40 Valid Enrollments In this case, your property would be charged the Loyalty Retraining Fee for failing to meet the threshold of 10 Valid Enrollments in August and then charged again for failing to meet the threshold in September. The September Fee would be credited back on the following statement because your property reached at least 20 valid enrollments in October. The August Fee would not be credited back. Please see MyPortal to access your property s Valid Enrollment count totals. Contact Wyndham Rewards Billing and Reimbursement at or WR.billing@wyn.com with any questions or concerns regarding the Loyalty Program Charge Credit or the Loyalty Retraining Fee. 20

21 WYNDHAM REWARDS PROGRAM ADMINISTRATION Wyndham Rewards Loyalty Member Services Administration Fee As of August 2015, if your property fails to properly post a member s Qualified Stay within 10 days of the member s checkout date and Member Services must resolve the member s request for their missing points, then you will be subject to a $50 Loyalty Member Services Administration Fee plus resolution costs (i.e., the Loyalty Program Charge associated with the contested Qualified Stay) for each such resolved request. You will not be charged the Loyalty Member Services Administration Fee for the first such missing point request that must be resolved by Member Services each calendar month, but will be charged the Loyalty Member Services Administration Fee for each such missing point request thereafter. The Loyalty Program Charge associated will all such missing point requests will be charged to your property, however, regardless of whether the Loyalty Administration Fee applies. Wyndham Rewards reserves the right to modify the Loyalty Member Services Administration Fee from time to time, including its applicability and amount. On occasion, members may not receive their points until 2 to 4 weeks after their stay was posted. Provided that the member s stay was posted by your property within 10 days of the member s checkout date, you will not be charged the Loyalty Member Services Administration Fee. Please refer to the PMS Guides on the External Knowledge Base, and page 15 above, for instructions on how to properly post a member s stay earning. 21

22 WYNDHAM REWARDS PROGRAM ADMINISTRATION go free Award Guidelines A go free award entitles a member to redeem 15,000 Wyndham Rewards points in exchange for a free night at any Participating Hotel with no blackout dates, subject to availability. Members can only reserve go free award stays at or by calling Wyndham Rewards Member Services at go free award stays cannot be booked or cancelled by your property. A reservation made with a go free award will contain the SRP code SRB for all Participating Hotel brands, excluding Wyndham Grand, Wyndham Hotels and Resorts and Wyndham Garden. A reservation made with a go free award at a Wyndham Grand, Wyndham Hotels and Resorts or Wyndham Garden will contain the SRP code BPRTRP1. Properties are encouraged to offer Wyndham Rewards members utilizing go free awards an upgraded room when possible to encourage future guest loyalty. FAST FACT: go free awards cannot be booked for walk in guests by your property. Guests must book online or call Wyndham Rewards Member Services. All of your property s standard inventory must be allocated to go free award stays. Standard inventory does not include suites, unless your property is comprised entirely of suites. Members must adhere to your property s minimum length of stay when redeeming Wyndham Rewards points for a go free award. When a minimum length of stay is in effect, members must pay for and/or or use additional awards to cover the additional nights required to satisfy the minimum length of stay. Cancellations are subject to your property s cancellation policy. If a member cancels a reservation made with a go free award in accordance with your property s cancellation policy, all points redeemed will be returned to his or her account. If a member does not cancel consistent with your property s cancellation policy, the member s points will be forfeited. Your property will still be reimbursed for the stay, however, in accordance with the table on page 23. Your property will not be charged the Loyalty Program Charge associated with go free award stays (see property billing table on page 16), but you will be responsible for all taxes relating to the stay. 22

23 go free Award Reimbursement Your property will be reimbursed for all go free awardstays. Reimbursement is based on your property s designated tier and your daily occupancy on the day of the member s go free award stay. If occupancy on the day of the go free award stay is 95% or greater, your property will be reimbursed 100% of the average daily rate (ADR) for that day. If occupancy on the day of the go free award stay is less than 95%, your property will be reimbursed a flat rate based on your property s tier, as shown below. Wyndham Rewards reviews property tiers and corresponding reimbursement levels on an annual basis. Your property s designated tier is based on its prior year ADR. You can view your tier on MyPortal (Increase Loyalty > Guides and Standards). Tier Point Level Annual ADR Range: Lower Annual ADR Range: Upper 1 15,000 $0 $42.99 $ ,000 $43.00 $51.99 $ ,000 $52.00 $62.99 $ ,000 $63.00 $72.99 $ ,000 $73.00 $ $ ,000 $ $ $ ,000 $ $ $ ,000 $ N/A $ Flat Rate Reimbursement If a member redeems go free awards for multiple free nights, reimbursement levels may differ for each night depending on occupancy. Members staying at your property utilizing go free awards will be counted when calculating the property s occupancy for the day but will not be counted when calculating your property s ADR. Confirm (on page 12) whether your property should use PMS or edesk to submit reimbursement requests for go free award stays. For detailed step by step instructions, please refer to the PMS Guides on the External Knowledge Base. You are encouraged to process go free award reimbursement requests within 60 days of the member s check out date to ensure timely reimbursement. Reimbursement requests submitted over 180 days after the go free award check out date are subject to forfeiture. Contact Wyndham Rewards Billing and Reimbursement at or WR.billing@wyn.com to report a go free award reimbursement discrepancy or if you have any questions. 23

24 Manually Adjusting Auto Posted go free Award Reimbursements in the PMS If your property has two way connectivity to Wyndham Hotel Group, you will need to manually adjust the go free award reimbursement amounts in your PMS because the PMS will automatically calculate and post reimbursement amounts based on previous reimbursement rules. As explained on page 23, the amount you will be reimbursed for a member s go free award stay is based on occupancy on the day of the go free award stay. The reimbursement amounts described on page 23 represent the total reimbursement you will receive, including any applicable taxes. Because tax for go free awards is your property s responsibility, you will have to calculate the base accommodation charge, before tax, to post to the folio. To do so, back out the tax by dividing the reimbursement amount by the total of 1 plus any applicable tax percentage value(s). Please see the below example for guidance: A tier 5 hotel is less than 95 percent occupied on the night of the go free award stay Flat reimbursement amount: $57.75 (see page 23) Taxes of 5% and 6% are applicable for this property Base accommodation charge = $57.75 reimbursement / (1 + 5% tax + 6% tax) = $57.75 / ( ) = $57.75 / 1.11 = $52.03 In this case, the property would post $52.03 as the base accommodation charge for the go free award stay and the PMS would automatically add the respective tax amounts (of $2.60 and $3.12), thereby bringing the total reimbursement to $ For further details on manually adjusting auto posted go free award reimbursements, please see the PMS Guides on the External Knowledge Base. 24

25 WYNDHAM REWARDS PROGRAM ADMINISTRATION go fast Award Guidelines A go fast award allows members to redeem a combination of 3,000 Wyndham Rewards points and a cash payment in exchange for a night at a Participating Hotel, subject to availability. Members can only reserve go fast award stays at or by calling Wyndham Rewards Member Services at go fast award stay reservations cannot be booked or cancelled by your property. A reservation made with a go fast award will contain the SRP code SRB1 for all Participating Hotel brands, excluding Wyndham Grand, Wyndham Hotels and Resorts and Wyndham Garden. A reservation made with a go fast award at a Wyndham Grand, Wyndham Hotels and Resorts or Wyndham Garden will contain the SRP code BRPTRP2. These SRPs are based on last room availability for all standard accommodations, excluding suites (unless your property is an allsuite property, in which case suites are standard rooms and must be included). Properties are encouraged to offer members redeeming for go fast awards an upgraded room when possible to encourage future guest loyalty.the go fast award rate plan is yieldable by your property and can be turned on or off as needed. However, when the go fast award rate plan is open, all of your standard inventory must be allocated. Standard inventory does not include suites, unless your property is comprised entirely of suites. Members must adhere to your property s minimum length of stay when redeeming Wyndham Rewards points for a go fast award. When a minimum length of stay is in effect, a member must pay for and/or or use additional awards to cover the additional nights required to satisfy the minimum length of stay. Cancellations are subject to your property s cancellation policy. If a member cancels a reservation made with a go fast award in accordance with your property s cancellation policy, all points redeemed will be returned to his/her account and the member must not be charged for the cash portion of the cancelled stay. If a member does not cancel consistent with your property s cancellation policy, the member s points will be forfeited and he/she is obligated to pay the cash portion of the go fast award. Provided occupancy at your hotel is 95 percent or greater on the date of the cancelled stay, your property will still be reimbursed 100% of the ADR for that day, in accordance with the details provided on page 26. Your property will not be charged the Loyalty Program Charge for go fast award stays (see Qualified and Non Qualified Market Segment tables on page 10). The member is responsible for all taxes on the cash portion of the stay. 25

26 go fast Award Reimbursement If occupancy on the day of the go fast award stay is 95% or greater, your property will receive payment from the member for the cash portion of the go fast award and reimbursement from Wyndham Rewards. If occupancy on the day of the go fast award stay is less than 95%, your property will receive payment only from the member and will not be reimbursed by Wyndham Rewards. Member payments are based on your property s designated tier as follows: Tier WR Points Member Payment 1 3,000 $25 2 3,000 $30 3 3,000 $35 4 3,000 $45 5 3,000 $55 6 3,000 $75 7 3,000 $95 Example 1: Member redeems a go fast award at a tier 4 hotel when occupancy is over 95%and ADR is $70. Member redeems 3,000 points, pays your property $45 at check out, and your property is reimbursed $25 by Wyndham Rewards to reach the $70 ADR for that night. Example 2: Member redeems a go fast award at a tier 4 hotel when occupancy is under 95% and ADR is $70. Member redeems 3,000 points, pays your property $45 at check out, and your property receives no reimbursement from Wyndham Rewards. Please note that Tier 8 properties do not currently participate in the go fast award program. The cash portion of a member s go fast award must be paid by the member in your property s local currency. If a member redeems go fast awards for multiple nights, reimbursement levels may differ for each night depending on occupancy. Members staying at a property utilizing go fast awards will be counted when calculating the property s occupancy for the day but will not be counted when calculating the property s ADR. 26

27 Confirm (on page 12) whether your property should use PMS or edesk to submit reimbursement requests for go fast award stays. For detailed step by step instructions, please refer to the PMS Guides on the External Knowledge Base. You are encouraged to process go fast award reimbursement requests within 60 days of the member s check out date to ensure timely reimbursement. Reimbursement requests submitted over 180 days past the go fast award stay check out date are subject to forfeiture. Contact Wyndham Rewards Billing and Reimbursement at or WR.billing@wyn.com to report a go fast award reimbursement discrepancy or if you have any questions. 27

28 Manually Adjusting Auto Posted go fast Award Reimbursements in the PMS If your property has two way connectivity to Wyndham Hotel Group, you will need to manually adjust the go fast award reimbursement amount in your PMS when your property has occupancy of 95% or greater on the night of the member s go fast award stay. If you do not manually adjust, the PMS will calculate and post reimbursement based on previous reimbursement rules. As explained on page 26, the amount you will be reimbursed by Wyndham Rewards for a member s go fast award stay is based on occupancy on the day of the go fast award stay. This reimbursement amount will represent the total reimbursement you will receive from Wyndham Rewards, including any applicable taxes. If your property has occupancy of less than 95% on the night of the member s go fast award stay, you will not need to adjust the go fast award reimbursement amount in your PMS because your property will receive payment only from the member and will not be reimbursed by Wyndham Rewards (see page 26). In such cases, you should charge the member the applicable taxes on the cash portion he or she paid for the go fast award stay. If your property has occupancy of 95% or greater on the night of the member s go fast award stay, you will charge the member the applicable taxes on the cash portion he or she paid and account for the tax on the additional reimbursement received from Wyndham Rewards (see page 26). You will have to calculate the base accommodation charge, before tax, to post to the folio. To do so, back out the tax by dividing the reimbursement amount by the total of 1 plus any applicable tax percentage value(s). Please see the below example for guidance: A tier 5 hotel is more than 95 percent occupied on the day of a go fast award stay o ADR on the day of the go fast award stay is $ Total reimbursement for the stay is $100.00: o Cash amount paid by member = $55.00 (see page 26) The member is responsible for applicable taxes on $55.00 o Reimbursement from Wyndham Rewards: $ $55.00 cash paid by member = $45.00 Property is responsible for taxes on the $45.00 reimbursement Two taxes of 5% and 6% are applicable for this property Base accommodation charge = $ reimbursement / (1 + 5% tax + 6% tax) = $ / ( ) = $ / 1.11 = $90.09 In this case, the property would post $90.09 as the base accommodation charge and the PMS would automatically add the respective tax amounts (of $4.50 and $5.41). The member would 28

29 pay applicable taxes on the $55.00 cash payment and the property would be responsible for the applicable taxes on the $45.00 reimbursement, bringing the total reimbursement to $100. For further details on manually adjusting auto posted go fast award reimbursements, please see the PMS Guides on the External Knowledge Base. 29

30 WYNDHAM REWARDS PROGRAM MARKETING Key Features and Member Benefits FAST FACT: Wyndham Rewards points can be redeemed at more hotels than any other hotel reward program. ENROLL Membership is free and points are easy to redeem. Enrollment is easy! Guests can enroll at the front desk during check in, check out, at any time during their stay, or when booking a reservation. They can also enroll by: o Visiting or a Wyndham Hotel Group official brand website (e.g., o Calling Wyndham Rewards Member Services toll free at o Calling a Wyndham Hotel Group brand s toll free reservation line. EARN Members start earning points on their first Qualified Stay. Members earn points quickly for every Qualified Stay, members will earn 10 Base Points for every dollar spent. Members will earn at least 1,000 Wyndham Rewards points for every Qualified Stay. Members are eligible for these go get em awards during every Qualified Stay. Members may elect to earn participating partner Travel Program Currency (e.g., airline miles, rail points, affiliated hotel rewards) instead of Wyndham Rewards points. Frequent promotional bonus point offers enable members to earn points, and thus award nights, even faster. Members can receive exclusive offers and discounts via by providing an address. REDEEM Redeeming for a free night is simple 15,000 points entitle members to a go free award that can be redeemed for one free night at any of our more than 7,500 Participating Hotels worldwide. Members can redeem 3,000 Wyndham Rewards points plus some cash for a go fast award to receive a discounted room rate at Participating Hotels. Please print the Guest Frequently Asked Questions section, which begins on page 37, and share it with your staff. 30

31 WYNDHAM REWARDS PROGRAM MARKETING On Property Marketing: Tools from Wyndham Rewards Marketing materials are provided to your property at no cost to support the Wyndham Rewards Program and current promotions. These materials should be prominently displayed at all times. Your property will receive materials that market new promotions as they are introduced. Additional materials can be requested by visiting your brand marketing website. At a minimum, your property should display the following: Front desk stand with insert Sticky Notes (place on the bathroom mirror of every guest room) Change mat with insert Tent cards Elevator poster (if your property has an elevator) Key card holders and key card inserts provided to each guest For information on required marketing materials, please see MyPortal (Increase Loyalty > Wyndham Rewards Marketing/Promotions > On Property Marketing Collateral). You can also contact: or marketingsvcs@marcomet.com. 31

32 WYNDHAM REWARDS PROGRAM MARKETING Wyndham Rewards Soft Benefits International Properties Only Soft Benefits for properties in the EMEAI, SEAPR and China regions The following soft benefits should be offered to Wyndham Rewards Program members: Personalized welcome letter, signed by your property s general manager and handed to the member at check in or left in an open area of the member s guest room, such as a nightstand or sofa table. * A template welcome letter is available on MyPortal. Complimentary welcome refreshments should be extended to every arriving Wyndham Rewards member. Refreshments can be given to the member at check in or placed in the member s pre assigned guest room. Priority room upgrades for Qualified Stays should be offered when available. Wyndham Rewards members should be upgraded before non members. Early check in and late check out (12 p.m. and 2 p.m. (local time), respectively, for Qualified Stays) must be made available to all Wyndham Rewards members, and their requests should take priority over non Wyndham Rewards members. Soft Benefits for Ramada Plaza Properties in theseapr and China regions Turn down service must be offered to all Wyndham Rewards members between the hours of 6 p.m. and 9 p.m. (local time). At check in, members should be informed that they are receiving this special service as a benefit of their Wyndham Rewards membership. A priority check in/check out line (with a clearly defined sign, at a minimum) must be provided for Wyndham Rewards members. If priority and non priority lines form, Wyndham Rewards members should receive priority over other customers. *Required for advance reservations only. Welcome refreshments not required in SEAPR and China 32

33 WYNDHAM REWARDS PROGRAM MARKETING Purchase Points Rewards Owners and general managers can use the Purchase Points Rewards (PPR) tool to buy and issue Wyndham Rewards points to members for marketing and loyalty purposes only. Points can be purchased in increments of 500. The cost of Wyndham Rewards points is $.005 per point (e.g., 10,000 points = $50.00). Your property may distribute Wyndham Rewards points utilizing the PPR tool to guests or employees only. If your property re sells, re distributes, uses points for any improper purpose, or engages in any other fraud or abuse of the PPR program, Wyndham Rewards may cancel, void, refuse to honor and/or confiscate the points, suspend or terminate your property's ability to use the PPR tool, and pursue all other rights and remedies available under your Franchise Agreement or applicable law. You may not purchase points on behalf of, or at the request of, members. If a member wishes to purchase points, please refer him or her to the Redeem tab of to buy points via Points.com. Utilizing the PPR tool is a great way to show customer appreciation, promote loyalty, and increase productivity. For a full guide on administering the PPR program at your property as well as full program terms and conditions, please see the PPR training manuals on MyPortal (Increase Loyalty tab > Guides and Standards). 33

34 PROPERTY FREQUENTLY ASKED QUESTIONS Q. If I can t answer a guest s question or resolve an issue, where should I refer him or her? A. Contact Wyndham Rewards Member Services at for all Wyndham Rewards Program issues. Q. Whom do I contact if I have a billing or reimbursement question? A. Contact Wyndham Rewards Billing and Reimbursement at or WR.Billing@wyn.com. Q. Who can answer questions about how to administer Wyndham Rewards via my PMS? A. Refer to the contact information page (page 43) for technical support service numbers. For edesk support, please contact Wyndham Hotel Group Support at Q. How do I post a member s stay earning if my PMS is not in service? A. You cannot post member stay earnings while the PMS is not in service. Once your PMS is restored, you will need to enter the data up to the current date. All stay postings, go free awards and go fast awards will be processed at that time. Please refer to the contact information page (page 43) for technology support. Q. If a Wyndham Rewards member has a reservation at my property and is a no show, will he/she still be awarded points for that stay? Will I have to pay the Loyalty Program Charge for those points? A. If the member is charged and pays for the stay, he/she will be awarded points if the reservation otherwise meets the definition of a Qualified Stay, even though he/she did not stay. If the member is awarded points, you are responsible for the corresponding Loyalty Program Charge. Q. Are there any market segments that do not qualify for Wyndham Rewards points or Travel Partner Currency? A. Neither Wyndham Rewards points nor Travel Partner Currency will be awarded when stays are associated with non qualified market segments. Please refer to page 10 for a full list of qualified and non qualified market segments. Q. Does a guest need to provide an address to enroll in thewyndham Rewards Program? A. An address is not required for membership, but front desk staff should encourage the guest to provide an address so he or she can receive updates on the Program, current promotions, messages from our partners and exclusive member offers. Please note: An address must be provided for the enrollment to be considered a Valid Enrollment for the purposes of the Wyndham Rewards Loyalty Retraining Fee as outlined on pages

35 Q. How can properties without two way connectivity to Wyndham Hotel Group submit stay information or enroll guests? A. Properties without two way connectivity to Wyndham Hotel Group can report stay information and enroll guests through edesk, accessible via MyPortal. Please see the PMS Guides on the External Knowledge Base for information on how to administer the Wyndham Rewards Program at your property using edesk. If your property is outside the United States and Canada, you may also enroll guests via a paper enrollment form specific to your region. Q. If a member checks in and does not know his or her Wyndham Rewards number, how can I try and ensure he or she still receive points? A. You can look up a member s membership number via your PMS or edesk, if applicable, or by calling Member Services at To help ensure that members receive points for Qualified Stays, Wyndham Rewards also proactively matches member accounts against guest information. Q. Will members go free and go fast award stays be included when calculating occupancy and ADR for my property? Is the same calculation being used for both? A. Members staying at your property utilizing either go free or go fast awards will be counted when calculating your property s occupancy for the day but not when calculating ADR. Q. Do I need to verify all go free/go fast award reimbursement amounts in my PMS? A. Yes. Wyndham Rewards has changed the reimbursement structure for member s award stays. At present, however, your PMS will reflect the calculation from the old structure. You must, therefore, manually adjust go free and go fast award reimbursements to match the current reimbursement structure. Please refer to pages 24 and of this guide for detailed instructions on manually adjusting go free and go fast award reimbursements in your PMS. Q. Does my property need to pay the Loyalty Program Charge when enrolling guests on property into the Wyndham Rewards Program? A. As of August 2015, there will be no fee to enroll new members and the Loyalty Program Charge will be credited back to you for all new member Enrollment Stays, as described on page 18. Properties are able to view a list of their Loyalty Program Charge Credits each month on MyPortal. Q. I have a guest staying at my property who booked a rate through an online travel agency (OTA) that does not qualify for Wyndham Rewards points. If I enroll this guest into the Program, will the enrollment count as a Valid Enrollment for the purpose of the Loyalty Retraining Fee? A. Yes. Guests staying at either qualified or non qualified rates may serve as the basis of a Valid Enrollment. If the new member enrollment meets all other requirements of a Valid Enrollment, it will count towards the Wyndham Rewards Loyalty Retraining Fee threshholds. 35

36 Q. I m an owner or employee of a Participating Hotel. Can I join Wyndham Rewards? A. Yes, you are encouraged to become a member to see first hand the benefits of the Program! 36

37 GUEST FREQUENTLY ASKED QUESTIONS It is recommended that this section be printed and kept at your check in desk for front desk staff to utilize. In addition to covering common questions, this list also will help your staff address some of the concerns or objections guests might have about joining Wyndham Rewards. Q. Are there any costs or fees to join Wyndham Rewards? A. No enrollment is completely free to the guest. Q. How can I enroll? A. A guest can enroll in Wyndham Rewards at the front desk during check in, check out, or at any point during their stay, or when booking a reservation through the following channels: Visiting or a Participating Hotel brand website (e.g., Calling any Participating Hotel brand s toll free reservation line. Calling Wyndham Rewards Member Services toll free at If a guest does not have internet access, they can also call Member Services at to manage their account or redeem points for rewards. Q. What are the benefits of being a member? A. There are many! You can learn all about the Program at but these are some of the highlights: Membership is free and points are easy to redeem. Redeeming for a free night is simple 15,000 points entitle members to a go free award that can be redeemed for one free night at any of our more than 7,500 Participating Hotels worldwide. Members earn points quickly for every Qualified Stay, members will earn 10 Base Points for every dollar spent. Members will earn at least 1,000 Wyndham Rewards points for every Qualified Stay. Members are eligible for these go get em awards during every Qualified Stay. Members can redeem 3,000 Wyndham Rewards points plus some cash for a go fast award to receive a discounted room rate at Participating Hotels. Members may elect to earn participating partner Travel Program Currency (e.g., airline miles, rail points, affiliated hotel rewards) instead of Wyndham Rewards points. Frequent promotional bonus point offers enable members to earn points, and thus award nights, even faster. Members can receive exclusive offers and discounts via by providing an address. Enrollment is easy! Guests can enroll at the front desk during check in, check out, or at any time during their stay, or when booking a reservation. They can also enroll by: 37