Choice Hotels International

Complaint: [redacted] I am rejecting this response because: I did write you back personally yesterday via my email address I providedI am partially acceptable to your reaching out but I reject your side due to the following reasons: 1) I reached out multiple times by emailing and calling, 2) I was on multiple "long holds" each time and hung up on once, 3) Your company rep once was supposed to reach out to me but didn't, 4) The gift card was never mailed out after the initial weeks of waiting due to your company's bad practices of not recognizing a PO BOX or a legal Rural address(s, 5) The points I received back were always mine to begin with and finally I received a welcomed return of them AFTER I reached out multiple times and waited on "long holds", 6)I thought the card was mailed out during the initial weeks of waiting and was mislead multiple times after reaching out and asking on its whereabouts, 7) I had previous gift card redemptions that went well UNTIL your company decided NOT to use my PO BOX(s as my legal address, 8)I felt my loyalty was taken advantage of after all those weeks of waiting for my card to be mailed and I even thought my card was lost or stolen 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]

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Hello [redacted] , I'm following up with you about the recent connection following your experience at Sleep Inn. Thank you for taking the time out of your day and giving me the opportunity to help you. I previously forwarded your concerns to the... hotel management so I wanted to follow up with you to be sure their response was to your satisfaction and your expectations have been met. The hotel did issue a refund for $194.94. At Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our beds. We always strive to do better, and your communication will help us maintain a higher standard of quality control. We hope that we can continue to be your Choice in the future. It's been a privilege working with you. If you should need any further assistance, I'll be waiting with a smile and am just a phone call away. You can reach me at (800) [redacted] . We look forward to having you back! Take Care, Jamie [redacted] Coordinator, Executive Customer Relations Reputation Management tel [redacted] fax [redacted] @choicehotels.com CC: DE021 8374913 Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/10/21) */

Hello,Thank you for contacting Choice Hotels regarding your issue with your gift cardAccording to our records, on 08/24/you contacted Choice Privileges advising that the gift card had been sent to an email account instead of mailing a physical cardUpon advising we could not mail a physical card, we then verified the email address provided and re-sent the digital gift cardWe are unable to mail out a physical card.Thank you for your time, and have a great day!

Initial Business Response / [redacted] (1000, 11, 2015/11/10) */ Hello Ms [redacted] , I'm glad you reached out to us about your recent experience with Comfort Inn in Asheboro, NCI'm writing on behalf of Stephen ***, CEO of Choice Hotels InternationalHe has forwarded your comments to me and asked that I follow up with youIt is disappointing to hear you did not enjoy your time spent at one of our trusted brands Please be assured we understand this matter is important to youChoice Hotel properties are independently owned and operated, and we rely on the hotel to make the final decision 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 We look forward to having you back! Take Care, Donna [redacted] Coordinator, Executive Customer Relations Reputation Management tel [redacted] fax [redacted] @choicehotels.com [redacted] Phoenix, AZ ChoiceHotels.com CC: NC [redacted] Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm receiving the same information from Choice Hotels that I dealt with yesterdayThere is no resolution offered besides waiting for the owner of the hotel, which has not responded I am truly disappointed and have spread my experience with everyone and social media has taken overIt's hard to believe that such a large corporate company does not stand behind customer service or fixing mistakes that fall on the staff I understand that these hotels are privately owned, but they also hold the "Choice Hotel" name Final Consumer Response / [redacted] (4200, 21, 2015/11/13) */ I made my complaint on 11/9/with Comfort Inn of Asheboro AND Choice HotelsYou record phone calls, so maybe there will be some insight on the actual date Did you also see the retort from the front desk associate, Christina [redacted] ? Is this how Choice Hotels handles customer service? I would like Stephen ***'s contact information and/or your dispute resolution specialist I've been told MULTIPLE times that this hotel is independently owned etcetcetc! That's fantastic but how can I receive information if the manager does not contact me? I have yet to receive information for the owner of the hotelIf you could please provide that information as well Final Business Response / [redacted] (4000, 23, 2015/11/13) */ Hello [redacted] , Thank you very much for taking the time to replyWe did have an opportunity to address both the general manager of the hotel and the employee who contacted you on Facebook regarding their responseIt was inappropriate and unwarranted, and appropriate action is being taken with regard to this activityI cannot apologize enough to you for receiving such a harshly worded message As for Mr***, I am a representative for our executive team handling all concerns directed his wayHe has access to our system for any complaints submitted through us If you are looking for a contact for the owner of the local hotel, which will likely be your best option since we have to defer to the local franchisee in a matter such as this, their information may be obtained through the local chamber of commerce by asking for the ownership contact for the Comfort Inn Asheboro Chamber of Commerce: [redacted] Asheboro, NC (336) [redacted] Once again, I do sincerely appreciate your time and thank you for working with us to help remedy your concernsPlease don't hesitate to contact me should you have further questions, and have a very pleasant weekend Kind regards, Michael V [redacted] Coordinator, Executive Customer Relations Reputation Management tel [redacted] fax [redacted] Michael_ [redacted] @choicehotels.com [redacted] Phoenix, AZ ChoiceHotels.com CC: NC [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/27) */ Hi [redacted] , Thank you for taking the time out of your day and giving us the opportunity to help you resolve your complaint with the Sleep Inn, Bessemer, AL, with the housekeeping and maintenance issues you encounteredI would like to apologize for any inconvenience this may have caused you Thank you for accepting a refund of $The request for the check was submitted on 10.26.15, please allow 4-weeks for processing time We look forward to having you back! Take Care, Donna [redacted] Coordinator, Executive Customer Relations CC: [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/27) */

We are in receipt of your letter regarding Ms [redacted] ' reservation for a room with the Quality Inn & Suites and Conference Center, Brooksville, FL (***).According to our records, Ms [redacted] made her reservation on February 5, for a room on Friday, March 18, using the Advanced Purchase Rate optionWhen a guest chooses this option, the room rate is lower but the reservation cannot be changed or cancelled once the reservation is madeInformation regarding the Advanced Purchase Rate is stated clearly on the www.choicehotels.com websiteBelow is the language found on the reservation page.- By making this reservation, you acknowledge that you agree to the terms of the MAKE RESERVATION > || guarantee policy, rate terms and requirements and the Terms of to for this site.GUARANTEE POLICYThis is a pre-paid and non-cancellable rate planOnce your reservation is confirmed, cancellations or changes are not allowed (including changes to the guests 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 24-hours of bookingThe room(s) you have reserved will be held until 7:AM the morning following your scheduled arrival date We are sorry for any inconvenience Ms [redacted] sufferedWe do have to stand behind the Advance Purchase Rate terms and conditions.Very truly yours,CHOICE HOTELS

Dear P D: I am writing on behalf of the Executive Customer Relations Department of Choice Hotels International We are concerned about the problems you recently experienced during a stay at one of our hotelsWe are writing to thank you for taking the time to bring these matters to our attention Your willingness to share your recent experience is genuinely appreciatedThe principal goal of our hotels is to provide dependable service to each guest at a reasonable price Consequently, it is disappointing to learn that you are unhappy Please accept our sincere apologyHowever, in order for us to promptly resolve the issues you raise, we need more information If you would, please contact us at ###-###-#### or send the following information back via email: Hotel Address: Hotel Phone Number: Date of reservation; Name on the reservation; Confirmation Number; We look forward to researching this matter for you upon receipt of the information requested Sincerely, James [redacted] Executive Guest Services tel ###-###-####fax ###-###-####[email protected] [redacted] Phoenix, AZ 85054ChoiceHotels.com

Good Afternoon Mr***, As promised, I’m following up with you about your comments to the Revdex.com following your experience at the Econo Lodge in Absecon, NJThank you for taking the time out of your day and giving me the opportunity to help you I previously forwarded your concerns to the hotel management so I wanted to follow up with you to be sure their response was to your satisfaction and your expectations have been met At 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 controlThank you for accepting 8,Choice Privileges points to resolve this issueWe hope that we can continue to be your first 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 ###-###-#### or [redacted] We look forward to having you back! Take Care, Shayla [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### [redacted] [redacted] Phoenix, AZ ChoiceHotels.com CC: NJ CID [redacted]

I am rejecting this response because:This is the same response I have received for approximately to months It should take no time at all for a Barclay representative to communicate my points to a Choice Hotels representativeThis should not be a to month process which prevents me from getting free hotel stays and is a burden on my household budget due to having to use my own out of pocket money for stays I have been a customer for approximately to years and the only reason I signed up for the Barclay Choice Privileges Visa card was to get the rewards I have been completely let down on this promise and if Choice Hotels does not have an IT person that hasn't been able to solve this disconnect which has occurred the last months then they need to regroup concerning their IT personnel I feel I should be reimbursed the points owed me along with at least an additional 100,points for my inconvenience That would equal to around to free nights which seems reasonable to me I know if Choice can't get me the points they owe me they do know how to give me 100,points manually leaving Barclay out of the equation

Hello Ms [redacted] , I am writing to follow up with you regarding the rejection of the response 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 controlAfter the original offer was refused contact was made with you and this issue has now been resolved I wanted to follow up with you to advise that the Choice Privileges account has been credited in the amount of 24,points for the current [redacted] promotion .Once again, Its been a privilege working with youIf you should need any further assistance, Ill be waiting with a smile and am just a phone call (or email) awayYou can reach me at [redacted]

Dear Mr***, Thank you for your reply, we are very sorry to hear that you were not fully satisfied with the response from our Executive officeYour comments and suggestions that we receive are important to us and truly appreciated We have reviewed your account today and all your earnings through April have been manually updated and postedUnfortunately this issue is ongoing and you will need to continue to contact us to manually update your pointsI am truly sorry for this inconvenience If you would like to discuss this further please feel free to contact our department at ###-###-#### We would be delighted to hear from you We trust that you will look upon this matter as an isolated incident that is not indicative of the exceptionally high standards of service and hospitality that we are known to offer Sincerely, Kari Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### [email protected] [redacted] Phoenix, AZ ChoiceHotels.com CC: [redacted]

Complaint: ***
I am rejecting this response because:As of March 22, 2016, I have separate hotel stays totaling $in *** credits.Thank you very much for finally responding to the problems your customers have had with ‘Your Extras’ promotion. Ironically, I reported the problem over weeks ago and was told this issue would be escalated to your IT department. I was also told that someone would be getting back with me within 7-business days. No one has ever attempted to contact me. Why ?Unfortunately, the compensation you are offering for the non-existent $*** digital credit per cheis NOT acceptable.Here is why:I fulfilled my obligations in following the rules of your promotion with the expectation of getting a $*** digital e-card after each hotel check in. The points you are offering for each stay has a cash value of $1.52. This is a far cry from the $INSTANT *** credit you offered in YOUR promotion.Are you aware that Choice POINTS have to accumulate to 16,points before exchanging for a $gift card ? Points are worthless compared with the INSTANT *** credit you offer. Choice Hotels International has a history of making up bogus promotions to attract guests and then not fulfilling their obligation of that promotion. Customers have to vigilantly pursue Choice Hotels to obtain their well deserved credits. Questions for Choice Privileges:Why did Choice Hotels market and launch ‘Your Extra’ promotion that was not fully tested and now cannot fulfill ?Why is Choice Hotels CONTINUING to market and advertise ‘Your Extra’ promotion knowing it is bogus and cannot be honored to your guests ?How are you going to continue to give your guests the credits they deserve and expect while you continue to market and advertise this this bogus ‘Your Extra’ promotion ?
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.The executive office did call me to resolve the issue and offered a refund

Initial Business Response /* (1000, 6, 2016/02/24) */
Ms***,
I am writing to follow up with you regarding your complaint that was filed with the Revdex.com about your recent experience with Choice HotelsAs I mentioned before, Choice Hotels is on a mission to provide the most
exceptional service to every person that rests their head in one of our bedsAs we fell short of providing this standard to you I am the utmost apologetic
We have received notification that the general manager Mr*** has reached out to you and offered you some resolution in a complimentary future stay on a date of your selectionWe do hope indeed you will view this as an isolated incident and not something you can expect from our prominent brand in the futureI want to thank you again for sharing this with us and helping improve our standards here
Highest Regards,
De'Carlo ***
De' Carlo ***
Coordinator, Executive Desk
Reputation Management Department
tel ***
fax ***
DeCarlo_***@choicehotels.com
Initial Consumer Rebuttal /* (2000, 8, 2016/02/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Speaking with Mr***, the hotel manager,he was very apologetic, he was able to give me an explanation as to why this happenedIt did not make me feel any better about the whole incident, but at least it was an answerHe assured me it is not common practice to rip a reservation out from under someone like that and he felt the incident was not handled properly by the manager on dutyHe then offer me a complimentary night,of my choosing,including dinner at the restaurant hotelI chose to accept this offer and give the hotel another chanceHe told me when I decide on a date to call him and he will set everything up for meI haven't chosen a date yetSo hopefully when I do, things will go satisfactory
Comfort Suites...please don't let me down

Initial Business Response /* (1000, 12, 2015/07/31) */
Hello ***,
Im following up with you about your communication regarding your stay at Comfort Inn, Whitsett NCThank you for taking the time out of your day and giving me the opportunity to help you
The hotel has informed us that a
credit card dispute has been filed regarding this matterWe are unable to assist with compensation until that process has been completedAt 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
Its been a privilege working with youIf you should need any further assistance, Ill be waiting with a smile and am just a phone call awayYou can reach me at (800)***
We look forward to having you back!
Take Care,
Jamie ***
Coordinator, Executive Customer Relations
Reputation Management
Tel ***
Fax ***
***@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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hi ***,Thank you for taking the time to reach out to us both via the Revdex.com and on our Facecbook pageIt appears you are already working on this matter with our social media associates, and I am very glad they have been able to assist you.If you have not already seen their message
back on Facebook here it is, "Thank you so much for your patience ***Again I would like to offer my apologies for the frustration and the trouble you've encountered with your reservationsWe are having your booking session looked intoI have however spoken with The Quality Inn & Suites in Indianapolis ( Nina) and she is willing to change your reservation but needs to speak with you directly to discuss the rate changePlease give her a call at ###-###-#### and refer to your confirmation number ***I have also spoken with Ben at the Econo Lodge in Kalamazoo, MI and unfortunately he isn't able to make the changes to your reservation and needs to have the GM authorize the changes due to the policyBen stated they do have availability for tonight and that you should call them back a little later when the GM is available to discuss the change to your reservationThey can be reached at ###-###-#### and please refer to your confirmation number ***-Dana". Thank you,Susan ***Team Lead, Reputation Management tel ###-###-####fax ###-###-####***

I am rejecting this response because:They are definitely full of it and I'm not staying at a place where they can't get that one reservation was supposed to be canceled for freeIt's just a con artist business as I see No thoughts about the fact an employee lied or anythingSo no thank I do not accept and reject staying at a scam hotelThey should be ashamed of this pitiful responseI know for a fact one said I could cancel before a certain date & as soon as I complained about the first hotel reservation they rescinded the offer

July 13, *** *** *** *** *** *** *** Frederick MD *** Hi ***: I am writing on behalf of the President and Chief Executive Officer of Choice Hotels InternationalWe are concerned about the problems you recently experienced with our Choice Privileges Program and we are
writing to thank you for taking the time to bring these matters to our attentionPlease accept our apologyGuest comments tell us what we are doing right, what we are doing wrong and how we can improveThus, your willingness to share your experience is genuinely appreciatedOur goal at Choice Hotels International is to provide dependable service at reasonable prices to all of our guestsIt has been a privilege working with you and we hope you’ll give us another opportunity to show you a great experience with the Choice Hotels brandsHave a great summer! Johneshia D*** Coordinator, Executive Customer Relations CC: *** Tell us why here