Choice Privileges Center

I stayed at the Jackson Park Inn (Ascend Collection) on December 21 - 23 2022. I booked a King room suite but didn't know until I got there my room was changed. I went from a King suite to 2 double suites. Being a diamond member, I thought you would get upgraded instead of downgraded. I wasn't very happy with what happened and if wasn't for the weather I would have canceled my room and gone to another brand. I think this is completely wrong, especially if you going to change a reservation why the hotel didn't call to inform me? Also, for an Ascend Hotel, I wasn't very impressed. The hotel was older and cold for the time of year. I definitely would not want to stay there again.

Complaint: [redacted] I am rejecting this response because: they have actually now added the stays and credited my accountThis message says they couldnt, but they did come back and agree to Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Hello Mr***, Thank you for reaching out to us via the Revdex.com to share your concern with your recent experience with the Choice Privileges ProgramIt was disappointing to hear you weren’t satisfied with our membership program I could see this matter is important to you so I forwarded your comments to the Choice Privileges department to be reviewedAs a one-time courtesy they have qualified your first two trips during the promotion period At Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our bedsWe hope you’ll give us another opportunity to show you a great experience with the Choice Hotels brands and programs We look forward to having you back! Take Care, Shayla S [redacted] Coordinator, Executive Customer Relations CID: [redacted]

Complaint: [redacted] I am rejecting this response because:I never received anything stating that the points were to expireI attached the only emails I have from ChoiceHotelsIt was the first of January when I spoke to someone why was I not told in a month they would expire and also why is it hid from the consumer like your representative informed meThis is not acceptable Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted] I am rejecting this response because: the information they provided you it not correct The address on the account was correct, is correct and has always been correct Also, someone from Choice called me and explained that they do not have any control over what AARP does Said they would submit the order again but would not assure me that anything would change That's pretty much a non-reply as far as I am concerned Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

I'm writing on behalf of the Executive Offices of Choice Hotels International We are most concerned about the problems you experienced with our Summer Stay twice earn a $gift card promotion, and I am writing to thank you for taking the time to bring this matter to our attention Your willingness to share your concerns and observations is genuinely appreciatedIn addition, we would welcome the opportunity to speak with you personally, with a view to hopefully addressing these matters to your satisfactionIf you would be so kind as to call our office at 1-800-435-or by email at [email protected] we will be delighted to assist youSincerely,James PExecutive Guest Services

Dear [redacted] , My name is Paula with the Executive Desk for Choice Hotels It is my pleasure to assist you I can understand your frustration with losing the points and I apologize they have expired As per our terms and conditions, you have no activity within months the points with expireIf you have activity the points don’t expire Along with the this you are emailed to let you know prior that you will have points that expireThis can be found on choicehotels.comAgain, I apologize for any confusionThank you for letting us know of your concerns and I hope you have a wonderful day! Sincerely,Paula MExecutive Guest Services tel #.###.###.####fax #.###.###.#### [redacted] Tell us why here

Hello [redacted] ,According to our records the digital gift card in question was sent to the email address on file at the time it was orderedPer our Member Services department, the email address has been changed since then, but we do show records that it was received by the address that was current at the timeAs the card was delivered, we would not be able to offer a refund of your points at this timeIf you have any questions, please feel free to contact our Member Services department at (***) [redacted] ***.Thank youKeith H***Coordinator, Executive Customer RelationsReputation ManagementTel: ###-###-####Fax: ###-###-####E Mayo BlvdPhoenix, AZ [redacted]

Dear ***,I'm writing on behalf of the Executive Offices of Choice Hotels International. We are most concerned about the problems you experienced with the making reservations with your points, and I am writing to thank you for taking the time to bring this matter to our attention.
Your willingness to share your concerns and observations is genuinely appreciated.In addition, we would welcome the opportunity to speak with you personally, with a view to hopefully addressing these matters to your satisfactionIf you would be so kind as to call our office at ###-###-#### or email us at *** and refer to *** at your convenience, we will be delighted to assist you.PaulaExecutive Guest Services tel ###-###-####fax ###-###-####

Dear ***, I hope you’re doing wellMy name is Jose and I am writing on behalf of the Executive Offices for Choice Hotels International in response to your feedback received via the Revdex.comI would like to thank you for taking the time to alert us of your experience, and
extend my apologies for the frustration causedMy team and I would be happy to assist you with having your name changed on your second Choice Privileges account, and having the two accounts merged At your earliest convenience, please feel free to e-mail us directly at ***, providing Comment ID ***To speed up the process of your request being completed, please provide once official document listing your maiden name, and one listing your married nameThis will help us to verify both accounts belong to youAdditionally, with the two accounts I have located, the addresses are similar, except for the city name, please provide those, as well as the two different phone numbers listed on the accounts Once all information has been verified and documents reviewed, we can change the name on one account and have the two mergedAs we are not staffed on the weekends, we should have this request completed for you early next week Thank you again, we look forward to hearing from you soon Sincerely, Jose AExecutive Guest Services *** tel #.###.###.#### fax #.###.###.#### E Mayo Boulevard Phoenix, AZ ChoiceHotels.com CC: ***

sent response to Ms***:
Hello Ms***,
Thank you for your emailWe will not be able to offer a refund in response to your complaint with the Revdex.comPrior to confirming a reservation with the Advance Purchase Rate, choicehotels.com displays the following Guarantee Policy:
By making this reservation, you acknowledge that you agree to the terms of the guarantee policy, rate terms and requirements, and the Terms of Use for this Site
Use of a debit card to secure this reservation may result in an authorization hold on your bank funds in excess of the room rental amountPlease contact the hotel directly if you have questions concerning the hotel's debit card authorization practice
GUARANTEE POLICY
This is a pre-paid and non-cancellable rate planOnce your reservation is confirmed, cancellations or changes are not allowed (including changes to the guest's information)No refunds or credits for early departure, cancellation or no-showIt requires full pre-payment for the entire stay and is fully non-refundableYour credit card will be billed between the time of booking and the day of arrivalThe room(s) you have reserved will be held until 7:AM the morning following your scheduled arrival date
Sincerely,
Gary D***
Coordinator, Executive Customer Relations
Reputation Management

Thank
you for your reply Mr***,
I
certainly do understand that earning Choice Privileges points is
important and I sincerely apologize that I am unable to add these trips to your
account
Choice
Hotels offers four different national promotions each year with very
similar
qualification requirementsThe current fall promotion will continue until
11/11/I am confident that you will be able to earn the bonus offered
during this promotion or during one of the other promotions Choice Hotels runs
each yearFor your convenience, I have included the link to the current
promotion below:
***
Thank
you again for taking the time to share your concerns with me. I appreciate
your membership with Choice Privileges
Sincerely,
Chandra
Tier II Coordinator, Resolution Desk
Shared Services Department
v

Mr
*** ***
*** *** ***
*** *** ***
Dear
Mr***,
First,
let me thank you for your loyalty to Choice Hotels and for your membership with
Choice Privileges
I appreciate that you contacted me
regarding the AARP membership redeemed through your
Choice Privileges accountI sincerely apologize for the delay you have
experienced receiving the membership certificateI understand this is important
and I want every contact you have with Choice Hotels to be as rewarding as
possible
After reviewing your Choice
Privileges account, ***, I see
that there was an issue with the mailing address on file for your account that
caused the delayThis has been correctedMy colleague at the resolution desk
refunded the 5,points to your account on April 4, and redeemed the
points again for the year AARP membershipYou will typically receive the
membership certificate in two to four weeksPlease allow up to six weeks for
delivery
If I can be of any
further assistance, please do not hesitate to contact the Choice Privileges
Member Services department at ###-###-####The Service Center is available
days a week from 7:AM until 8:PM Mountain time
Thank you for taking the time to share your concerns with
me. I want Choice Hotels to remain your first choice when you travel and
I appreciate your membership with Choice Privileges
Kevin
Customer Service Coordinator
Choice Privileges
Member Services
Choice Service Center * East Mayo Blvd. Suite * Phoenix, AZ

Complaint: ***
I am rejecting this response because:I have contacted Choice Hotels International in reference to complaint ID *** I spoke to someone at 4pm (EST) on September Their response was that they were unable to refund the money because a third party took care of the transaction That seems to be how the company works: different departments don't/can't communicate to each other It's also why we ended up having to spend the money to buy the points in the first place Instead of refunding our money, Choice Hotels International gave us 8,points ($value) that really mean nothing to me because I don't want the hassle of dealing with their point system again In addition, the points will expire if we do not stay at a Choice Hotel once every months Why can't they contact the third party that did the transaction?
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: ***
I am rejecting this response because:the website does NOT clearly state that the reservation can not be cancelled I have seen others complain of the same thing
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

February 25, 2016
[redacted]
[redacted]
[redacted], **  [redacted]
Dear Ms. [redacted]:
I
am writing on behalf of the President and Chief Executive Officer of Choice
Hotels International.  We were concerned
about the problems you...

recently experienced, and I would like to thank you for
taking the time to bring these matters to our attention. It was a pleasure
speaking with you today and I thankful for the opportunity to resolve this
matter for you. Please accept our sincere apology.
Guest
comments tell us what we are doing right, what we are doing wrong and how we
can improve.  Thus, your willingness to
share your experience is genuinely appreciated.
Additionally
as promised, we want you to continue to use our fine hotels in the future.  In this regard, we have credited 2,000 Choice Privileges Points to your
account for your future usage.  We hope
you will accept them with our compliments.
Again,
we want to thank you for taking the time to share your concerns with us.  We want Choice Hotels to remain your first
choice when you travel.  We look forward
to serving your future lodging needs.  
Sincerely,
Johneshia
D[redacted]
Coordinator,
Executive Customer Relations
CC:
[redacted]

Dear [redacted], My name is Paula with the Executive Desk for Choice Hotels.  It is my pleasure to assist you.   I can understand your frustration with losing the points and I apologize they have expired.  As per our terms and conditions, you have no activity within 18 months...

the points with expire. If you have activity the points don’t expire.  Along with the this you are emailed to let you know prior that you will have points that expire. This can be found on choicehotels.com. Again, I apologize for any confusion. Thank you for letting us know of your concerns and I hope you have a wonderful day! Sincerely,Paula MExecutive Guest Services tel          #.###.###.####fax         #.###.###.####[redacted]Tell us why here...

Dear [redacted],   I hope you’re doing well. My name is Jose and I am writing on behalf of the Executive Offices of Choice Hotels International. I would like to thank you for taking the time to provide your feedback and concerns to us via the Revdex.com.   I would like to apologize...

for the frustration and inconvenience you have experienced with receiving several e-mail communications from Choice Hotels meant for your father. I understand how frustrating this can be, especially when several attempts have been made to unsubscribe from those e-mails, especially since you did not elect to receive them in the first place. Please rest assured, I am here and happy to assist.   Upon review of your father’s Choice Privileges account, I see that your e-mail was removed on December 13, 2017 and replaced with his. At that time, our Member Services agent took the time to verify all other contact information on file was for your father and not for you. I went a step further and looked at our records for your e-mail. I noticed that our system had not yet unsubscribed you as you had requested, therefore, I took the liberty of updating your subscription preferences, and unsubscribed you from all Choice Hotels and partner e-mails. As this may take a few days to update, you may receive a couple of e-mails that are in queue to be sent, however, those should come to an end within the next few days.   If you continue to receive e-mail communications from us or experience any additional issues, please do not hesitate to contact us directly at [redacted] or ###-###-####.   Once again, we truly appreciate you reaching out for assistance. We apologize for the inconvenience and thank you for allowing us the opportunity to assist with your request.   Wishing you a wonderful weekend ahead!   Sincerely,   Jose A. Executive Guest Services   [redacted] tel         ###-###-#### fax        ###-###-####   6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com   CC: [redacted]

Mr.
[redacted]
[redacted]
[redacted]
Dear
Mr. [redacted],
First,
let me thank you for your loyalty to Choice Hotels and for your membership with
Choice Privileges.
I appreciate that you contacted me
regarding the AARP membership redeemed through your Choice
Privileges account. I sincerely apologize for
the delay you have experienced receiving the membership certificate. I
understand this is important and I want every contact you have with Choice
Hotels to be as rewarding as possible.
After reviewing your Choice
Privileges account, [redacted], I see
that there was an issue with the mailing address on file for your account that
caused the delay. This has been corrected. My colleague at the resolution desk
refunded the 5,000 points to your account on April 4, 2016 and redeemed the
points again for the 1 year AARP membership. You will typically receive the
membership certificate in two to four weeks. Please allow up to six weeks for
delivery.
If I can be of any
further assistance, please do not hesitate to contact the Choice Privileges
Member Services department at ###-###-####. The Service Center is available 7
days a week from 7:00 AM until 8:00 PM Mountain time.
Thank you for taking the time to share your concerns with
me.  I want Choice Hotels to remain your first choice when you travel and
I appreciate your membership with Choice Privileges.
Kevin
Customer Service Coordinator
Choice Privileges Member Services
Choice Service Center * 6811 East Mayo Blvd.  Suite 100 * Phoenix, AZ  85054
[redacted]

Sent the response below to Ms. [redacted]:
Hello Ms. [redacted],
I am writing on behalf of the Executive Customer Relations Department of Choice Hotels International in response to your complaint filed with the Revdex.com. We are concerned about the problems you recently experienced regarding your reservation at the...

Quality Inn in Pacific, MO, and we are writing to thank you for taking the time to bring these concerns to our attention. Please accept our apology.
Choice Hotels International’s goal is to provide quality accommodations and dependable service to all of our guests.  In this regard, and to insure accuracy, our internet reservations service displays all relevant information to a reservation prior to it being confirmed.  This is especially true when a guest is reserving at the Advance Purchase rate as this rate cannot be changed, cancelled nor refunded once the reservation has been confirmed. This policy is in place for these reservations in order to be able to offer guests a deeply discounted guaranteed rate while stilling offering them the ability to earn points with our Choice Privileges program.
In regards to your inquiry about our Best Internet Rate Guarantee, the following is stated [redacted]:
Simply book your hotel online at ChoiceHotels.com, and if you find a lower published rate for the same hotel and accommodations for the same date at any other qualified online source, we will match that rate plus give you a free night for that stay.
Complete the Best Internet Rate Guarantee claim form within 24 hours of your booking using your hotel confirmation number, first and last name, your mailing address, e-mail address, phone contact information and other required information, and, subject to the Best Internet Rate Guarantee terms and conditions, the best rate plus a free night is yours*.
 
HOW IT WORKS
Book a room on ChoiceHotels.com. 
If you find a lower published rate for the same hotel, same date and same accommodations, submit a claim form. 
Within 48 hours, you will be contacted by a Choice Hotels service representative for a resolution. 
The best rate plus a free night is yours.* 
*Restrictions apply. For full details please see terms and conditions.
Again, we want to thank you for taking the time to share your concerns with us. We want Choice Hotels to remain your first choice when you travel.  We look forward to serving your future lodging needs.  
Sincerely,
Gary D[redacted]
Coordinator, Executive Customer Relations
Reputation Management
[redacted]         [redacted]
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