Choice Hotels International

Now that the pandemic is coming to an end, I decided to book some hotel rooms. When I tried, I noticed that my points were at 0. I had almost 30, 000 points. I noticed that the site said that I had to show activity by June 1, 2021. The date was June 5, 2021. I called to see if they could help me. The first representative said that he could reinstate my points. He worked on the computer for about 20 minutes and I was then disconnected. He did not call back, so I called the service number again. The second representative had me on hold for about 15 minutes. When she came back on, she informed me that there was nothing she could do for me because my account had no activity on it for a year. I explained that it was due to the pandemic and travel restrictions not because I didn't want to use the account. I asked to speak to a manager, he informed me that if I purchased 1,000 points he could reinstate half of my points! So, bottom line, pay us more money, you will get half of the value of what you have earned. That means that I would loose about $148.00! Thanks so much Choice. Let's put it this way, you will no longer be my choice of hotels. You would think that during a pandemic that is coming to an end, you would want people traveling and using your services!

Dear [redacted] : I'm writing on behalf of the Executive Customer Relations Department of Choice Hotels International We received your comment submitted via the Revdex.com, and are following up with you regarding your recent experienceThe comments and suggestions that we receive from our guests are important to usThus, your willingness to share your concerns regarding your experience with our Choice Privileges membership is genuinely appreciated We trust that you will look upon these matters as isolated incidents that are not indicative of the exceptionally high standards of service and hospitality that our hotels are known to offer Please feel free to reach out to us directly at ###-###-#### so we can further assist you Sincerely, Kari Executive Guest Services tel ###-###-####fax ###-###-####[email protected] [redacted] Phoenix, AZ 85054ChoiceHotels.com CC: [redacted]

I don't need the hotel room anymore and the company won't let me cancel the room because of company policy so there' goes bucks to waste that I could of used elsewhere

Hello, I am writing to you on behalf of [redacted] , Manager of Choice Hotels InternationalShe has forwarded your comments to me, and she is requesting that I respond to you directly I am most concerned about the issues you raised regarding the online reservation that you made Please provide the confirmation details such as the confirmation number; date of arrival; name and address of the hotel and we are happy to look into this further In addition, I would welcome the opportunity to talk with you personally, with a view to hopefully resolving this matter to your satisfactionIf you would be so kind as to call me at ###-###-#### at your convenience, I will be delighted to assist you Cathy W [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### [redacted] CC: [redacted]

Complaint: [redacted] I am rejecting this response because:The promotion stated that the points would be awarded after you BOOK your first stay not after the stay is completedI booked the stay in February so I should have had the points by AprilThat is advertising! The ad states"24,bonus points upon card USED for first stay" That is directly from the adIt says nothing about having to complete the stay 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]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Hello [redacted] , Thank you for reaching out to us regarding the Choice Privileges accountIt’s disappointing to hear of the frustrations the expired points have causedI’m pleased to inform you 32,points, the remaining points that had expired, have been re-added to the account bringing the balance back up to 68,We are not able to add any additional points to the accountThank you for your patience while we got this resolved for youLaura P [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-####CC [redacted]

Dear Ms***: I'm writing on behalf of our President and Chief Executive Officer of Choice Hotels International, who has forwarded your comments to my attentionHe has asked me to review the issues you've raised and respond to you directly Please accept our apology for the problems you experienced with our choicehotels.com websiteWe want you to know that the comments we receive from our guests are important to us Your willingness to share your experience is genuinely appreciated We also want you to know that every effort is made to ensure the best possible service is provided to our customers According to the terms and conditions for the Advanced Purchase Reservations, these reservations do not allow any changes/cancellations to be made to themThis information is on the website when you made the reservation 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 charged for the total amount within - hours of bookingThe room(s) you have reserved will be held until 7:AM the morning following your scheduled arrival date We trust you'll look upon this matter as an isolated incident that's not indicative of the high standards of service and hospitality our hotels are known to offer Again, We want to thank you for taking the time to share your concerns with us We look forward to serving your future lodging needs Sincerely, Donna [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### donna_***@choicehotels.com [redacted] Phoenix, AZ ChoiceHotels.com CC: [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: they have not resolved the situation Regards, [redacted] ***

Ladies and Gentlemen:I do not accept the response made by Choice Hotels, International to resolve this complaint Clearly, Choice Hotels has a practice of posting one Cancellation Policy on a "Confirmation/Cancellation Page" and implementing another policy This tactic is both deceptive and unfair to the average consumer and needs to stop immediately As enclosed documents will show, the policy on the Confirmation/Cancellation Page states that the room fee will be charged if the reservation is not canceled or the guest does not show up for the reservation.In both matters, the reservations were canceled well in advance (4-months ahead of time)Regards, [redacted] ***Regards, [redacted] *** To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

I am rejecting this response because I feel that the terms of their non-refundable room were hidden from me while booking online

I am rejecting this response because:The response does not suggest a resolution for this matterThe business insists that this is an isolated matter, however not resolution is suggested

Dear Mr [redacted] : I am writing on behalf of our President and Chief Executive Officer of Choice Hotels International, who has forwarded your comments to my attentionHe asked me to review the issues you have raised and follow up with you regarding your recent experience with your reservation at the Sleep Inn & Suites in Chambersburg, Pennsylvania We appreciate that you took the time to bring these matters to our attention I have contacted the General Manager and the hotel has cancelled one of the rooms and refunded your AMEX $The credit should appear on your card within 3-business daysI have attached a copy of the folio showing the credit was given todayWe apologize for any frustration this may have caused and would like to thank you for raising your concerns with us We look forward to serving your future lodging needsSincerely, Donna [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### donna_***@choicehotels.com [redacted] Phoenix, AZ ChoiceHotels.com [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Once again, instead of easily resolving the situation, Choice would rather run me around in circles until I give up.The solution is very simple:A) Open my account (with the proper amount of points) and physically mail me valid login credentials.B) Send me a Choice Hotels gift card for the equivalent amount of the points ($350-400).C) Send me a check.Simple!I am not interested in speaking with anyone else or being referred to the next person for the umpteenth time Regards, [redacted] ***

Dear [redacted] ***, While I can understand how frustrating this situation has been, Choice Privileges is an individual program and does not allow for “authorized users” or passwords for anyone other than the actual member to make changes to an account I want to assure you that your concerns have been heard and suggestions passed along to look at another way that a spouse or authorized use might be able to make changes to an accountIn the meantime, changes can only be made either online, using our mobile app, or via phone with the member themselves Thank you, Susan Susan A [redacted] Team Lead, Reputation Management tel ###-###-#### fax ###-###-#### [redacted] @choicehotels.com [redacted] Phoenix, AZ [redacted] ChoiceHotels.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ This complaint recently came to my attention and I would like to take the opportunity to respondFirst and foremost, we do not want a single dissatisfied customer leaving our hotel as we strive to serve everyone with our well known service and quality, I sincerely apologize Second, you stated that I spoke with you about your problems, I believe you are mistaken as you stated "Sam P." and referenced Sam as "her", I am not a female and I did not speak to you personally about this issue That being said, we take all our guest comments and feedback seriously and if we do have an issue with a room, we take proactive steps to ensure that all our guests receive a clean room with wonderful serviceOur guest service agent that you spoke to on your 3rd night of your stay offered to discounted your room and offered to move you to another room, from my understanding you did not want to move all your things so we treated your room with a pest treatmentAfter you checked out we had a 3rd party pest control company inspect the room but they did not discover anything that could have caused your bites Again, my sincere apologies that you had bug bites but I assure you that they did not come from your room Sincerely, Sam Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is absolutely that we were offered the option to move to another roomWhen I went to the front desk in the morning, I specifically asked to speak with the hotel manager and the woman at the front desk replied saying that she was the managerThe plaque on the wall stated Sam Pwas the manager, so I assumed that if the woman at the desk is telling me she's the hotel manager the she must be SamSo, if this woman was not the manager, then she was dishonest twiceIf you are going to ask a customer when they'll be out of the room so they can spray it while you're away, again, there was no indication that she had any plans of moving usShe was going to spray it while we were out for the day so it would be 'fumigated' upon our returnI showed her the bites on my chest and armShe did not appear surprised in the leastShe did state that she'd make an adjustment and I find an adjustment of $on a $stay to be an insult considering what we had to endure weeks after staying at the Powell, Tn hotelSo, no, I do not accept your response as acceptable considering there are some misstatements by whomever the woman was that stated she was the manager at this location since it clearly wasn't youI can describe the woman well enough if you need a proper descriptionIf you are the manager on duty at the Powell, TN location, you weren't available on the days I was there or the woman was being dishonestI also believe that the photo's which you haven't even offered to view and the fact that you choose to believe the manager over a guest who has paperwork and photos to share shows that you actually really don't care about your customers Final Business Response / [redacted] (4000, 9, 2015/11/11) */ This complaint recently came to my attention and I would like to take the opportunity to respondFirst and foremost, we do not want a single dissatisfied customer leaving our hotel as we strive to serve everyone with our well known service and quality, I sincerely apologize Second, you stated that I spoke with you about your problems, I believe you are mistaken as you stated "Sam P." and referenced Sam as "her", I am not a female and I did not speak to you personally about this issue That being said, we take all our guest comments and feedback seriously and if we do have an issue with a room, we take proactive steps to ensure that all our guests receive a clean room with wonderful serviceOur guest service agent that you spoke to on your 3rd night of your stay offered to discounted your room and offered to move you to another room, from my understanding you did not want to move all your things so we treated your room with a pest treatmentAfter you checked out we had a 3rd party pest control company inspect the room but they did not discover anything that could have caused your bites Again, my sincere apologies that you had bug bites but I assure you that they did not come from your room Sincerely, Sam

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ below is copy of response sent to Ms [redacted] : Hello [redacted] , As promised, I'm following up with you about our phone call regarding your experience with the Econo Lodge located in Wisconsin Dells, WIThank you for taking the time out of your day and giving me the opportunity to help you As we discussed today during our phone call, we have opened a Choice Privileges account in your name and I have added 6,points to your Choice Privileges accountAt Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our bedsWe always strive to do better, and your communication will help us maintain a higher standard of quality controlWe hope that we can continue to be your Choice in the future It's been a privilege working with youIf you should need any further assistance, I'll be waiting with a smile and am just a phone call (or email) awayYou can reach me at (800) [redacted] or [redacted] @choicehotels.com We look forward to having you back! Take Care, Gary [redacted] Coordinator, Executive Customer Relations Reputation Management tel [redacted] fax [redacted] @choicehotels.com [redacted] Phoenix, AZ ChoiceHotels.com cc: WI Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/21) */

Hello Ms [redacted] , I am writing to follow up with you regarding your complaint that was filed with the Revdex.com about your recent experiences with Choice HotelsAt Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our bedsWe always strive to do better, and your communication helps us maintain a higher standard of quality control As noted in the Terms and Conditions when applying for the Choice Privileges [redacted] credit card, all points from the Choice Privileges [redacted] credit card including promotional bonuses, take the 4-weeks after the stay to post to your Choice Privileges accountIt’s been a privilege working with youShould you require any further assistance, I will be waiting with a smile and am just a phone call (or email) awayYou can reach me at [redacted]

Hello Mr [redacted] , As it turns out, the reservation was booked under and advanced rate purchase planIn the booking of these types of reservations it is agreed upon the reservation is not able to be changed, cancelled, or refunded Choice Hotel properties are independently owned and operated, and we rely on the hotel to make the final decisionThere have been calls made to the General Manager of this property and they are standing by the pre-paid no cancel policyThe room will be held for you as you have pre-paid for it 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 charged for the total amount within - hours of bookingThe room(s) you have reserved will be held until 7:AM the morning following your scheduled arrival date Cathy [redacted] Coordinator, Executive Customer Relations Reputation Management