Choice Hotels International

Hello Ms***, I’m following up with you about your letter following your experience at Econo Lodge, Austin MNThank 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 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 ###-###-#### or *** We look forward to having you back! Take Care, Cathy ***Coordinator, Executive Customer RelationsReputation Management tel ###-###-####fax ###-###-####*** CC: MN

Dear *** ***; I am writing on behalf of the President and CEO of Choice Hotels International. We are concerned about the problems you recently experienced regarding your reservation with the Comfort Inn in Draper, Utah and we are writing to thank you for taking the time to bring these
matters to our attention. Please accept our apology. We also want you to know that every effort is made to ensure the best possible service is provided to our customers. Still, feedback is important. Rest assured that your comments have been reviewed by this officeYour comments have assisted us in identifying areas in need of attention and we greatly appreciate your feedback. I have contacted the hotel and the hotel has agreed to refund your *** ending in *** $It normally takes 3-business days to show the credit on your cardNormally the reservation type that you booked in non-cancellable/non-refundable, but we have made an exception here. I have attached a copy of the folio showing the credit was given. 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, Donna S*Coordinator, Executive Customer RelationsReputation Management tel ###-###-####fax ###-###-####***@choicehotels.com E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.com CC: *** ***

Hello ***, Thank you for reaching back out concerning the reservations made at the Sleep Inn in Saint Augustine, Florida. In reviewing the billing from the hotel, I do show where they processed a refund back to your card on 7/11/I would have to refer you to the hotel for any further resolution. Kind Regards, Laura P***

I'm writing on behalf of Executive Offices of Choice Hotels International. He has forwarded your comments to the Executive Customer Relations Department, requesting that we follow up and respond to you directly We are most concerned about the problems you experienced with the actions
and performance of the hotel staff during your recent reservation in Rogersville, TN, 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 *** and refer to *** at your convenience, we will be delighted to assist you Sincerely, Paula Coordinator, Executive Customer Relations Reputation Management tel fax Tell us why here

Dear Ms*** I'm writing on behalf of the Executive Customer Relations Department of Choice Hotels International to follow up with you regarding your recent experience with your Choice Privileges membership The comments and suggestions that we receive from our guests are
important to usThus, your willingness to share your concerns regarding your experience is genuinely appreciated 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 our hotels are known to offer. Per your call into my office earlier this week, I understand that this matter has not been sufficiently resolved nor addressed by the hotel for you If you could please either contact me at ###-###-#### or if you prefer to submit the information via email to me at [email protected], I would be delighted to assist in getting this matter resolved with you. Sincerely, Kari *** Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### [email protected] *** * *** *** Phoenix, AZ ChoiceHotels.com CC: ***

Good Morning ***, Thank You for allowing us the opportunity to resolve this experience at the Quality Inn, Gilroy for youThe 8,Choice Privilege points have been added to your account effective immediately We’d like a do-over, and I hope you’ll give us another opportunity to show you a better experience with the Choice Hotels brandsIt’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 (*** ***

Dear Ms*** :I'm writing on behalf of MrSteve J***, Chief Executive Officer of Choice Hotels InternationalHe has forwarded your comments to me, he is requesting that I respond to you directly.I am most concerned about the issues you raised regarding the Choice Privileges Program, and I am
writing to thank you for taking the time to bring these matters to our attentionYour willingness to share your feelings and observations is genuinely appreciated.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.Sincerely,Donna S*Coordinator, Executive Customer RelationsReputation Managementtel ###-###-####fax ###-###-####***E Mayo BoulevardPhoenix, AZ 85054***CC: ***

Re: *** ***, ***, ***, Complaint #*** To Whom It May Concern: Thank you for allowing us to respond to *** ***’s claim. *** *** attempted to purchase points on our website through our third party vendor, Points.com,
on 10/6/16. Points.com has a security measure that if the information on the payment method (e.g., address or name) does not match what is on the member’s account, the payment authorization will fail and no payment will be taken. This is what happened here, according to two responses we received from Points.com after we reached out to them on two separate occasions. I am including both emails from Points.com below. Additionally, we contacted *** ***, by phone, on 10/12/and informed him of our findings. Please let me know if you need anything else. Sincerely, Raul RChoice Hotels International Member Services Advocate RESPONSE FROM POINTS.COM 1: From: ***@points.com [mailto:***@points.com] On Behalf Of Risk Mailbox Sent: Saturday, October 08, 12:PM To: cp_coordinator Subject: Re: Points.com Inquiry-***-*** *** Hello, Please have the member re-transact using all the information that corresponds with their Choice Profile as we have been informed to deny this initial transactionThanks, Jeff RESPONSE FROM POINTS.COM 2: Hi ***, Please note that this transaction has been declined by our Risk Team due to various inconsistencies in the members billing information, including credit card address not matching members account information Thanks, Sajeeban L*** | Transaction Support Analyst | Partner Support Centre | Points International ------------------------------------- From: [email protected] Sent: 07/10/To: [email protected] CC: [email protected] Subject: Points.com Inquiry-***-*** *** Hello, The following member stated that he purchased 18,points on 10/6/Member stated that never posted to her accountCan you please look into this? Confirmation Number:*** *** *** *** ***@***.com Thank you, Shante` ref:_***

Complaint: ***
I am rejecting this response because:I was promised a $voucher to use and never received itPlease send me the voucher as I was promised
Sincerely,
*** ***

Good evening, ***, My name is Bryce and I'm writing from the Executive Customer Relations Department of Choice Hotels InternationalWe received your comments 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 your $Darden gift card not being delivered is genuinely appreciatedAs of April 1st, 2017, I see that Choice Hotels International has taken action on this, as 16,Choice Privilege points have been placed back onto your current points balanceThis is effective immediately, so you can actually see the points right now if you logged in! 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 brandsWe look forward to having you back! Take Care, Bryce Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### CC: *** Tell us why here

Initial Business Response /* (1000, 5, 2015/12/30) */
Hello Mr***,
The reservation that was booked is an advance purchase rateAt the time of booking, it is stated different times on the website that this reservation type is non-cancellable and non-changeable (please see the attached
screenshot of the website)Per the terms and conditions stated on the site:
"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."
I certainly do apologize for the inconvenience this has caused you, but we are unfortunately unable to change this reservation as you did agree to the aforementioned terms at the time of bookingPlease feel free to contact us should you have any further questions or concerns
Kind regards,
Michael V***
Coordinator, Executive Customer Relations
Reputation Management
tel ***
fax ***
Michael_***@choicehotels.com
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am dumbfoundedYour website actually selected the wrong date, but okay, Your position is, that because the night was booked at an agreed upon rate, you cannot transfer that night to another night or cancel and rebook two correct nights AT THE SAME HOTEL?! Am I insane, or did ONE times TWO stop equalling two?! This is hilarious nowOkay, Michael ***, coordinator from "Reputation Management"Choice hotels may keep the $with my blessing
My company, Is a small company, consisting of myself and six other contractorsEach of us spends anywhere from two to four nights a week at various locations near military installationsUntil today, I have been content to allow my employees to choose any hotel up to a nightStarting as soon as I finish this response, I will email all of my employees a list of hotels (also located conveniently on your website) they're no longer permitted to patronizeOur contract, with various renewal dates, extends to 2048, approximatelyThere's some arithmetic for you to figure on MichaelIf I was your boss, I would wonder about your interest in the success of my company
Final Business Response /* (4000, 9, 2016/01/05) */
The reservation that was booked is an advance purchase rateAt the time of booking, it is stated different times on the website that this reservation type is non-cancellable and non-changeable (please see the attached screenshot of the website)Per the terms and conditions stated on the site:
"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."
I certainly do apologize for the inconvenience this has caused you, but we are unfortunately unable to change this reservation as you did agree to the aforementioned terms at the time of bookingPlease feel free to contact us should you have any further questions or concerns
Kind regards,
Michael V***
Coordinator, Executive Customer Relations
Reputation Management
tel ***
fax ***
Michael_***@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,
*** ***

Dear *** ***: The Revdex.com (Revdex.com) contacted us on your behalf regarding your recent experiencesWe appreciate that you took the time to bring the poor staff performance matters to our attention and apologize for not fully meeting your expectations. Your comments
have been duly noted by our office and forwarded on to the concerned partiesThey also appreciate your feedback and are interested in providing for positive guest experiences. The hotel has refunded one of your nights at the hotelAnything further would have to come from the hotel itself Choice Hotels strives to provide dependable service at reasonable prices to all of our guestsWe hope you will look to our hotels to provide quality accommodations for you in the futureIf you require further assistance, please contact us by calling our toll free number at ###-###-####. Sincerely, Donna S*** Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### ***@choicehotels.com E Mayo Boulevard Phoenix, AZ ChoiceHotels.com cc: *** *** Tell us why here

Thank you for your feedback in regard to your reservation on January 16, The reservation was at the Quality Inn in Alexandria, VAYour reservation was cancelled and you were informed that the points used to make reservation would be refunded.Upon researching your reservation it was determined
that points used to make reservation were never deducted from your account due to a system issueSince points were never deducted points cannot be put back into your Choice Privilege account # ***I apologize for this misunderstanding and hope you will give us another chanceYour point balance as of February 8, is 16,Thank you again and if you have any questions or concerns I would be glad to assist you,Sincerely,Robert R*** Executive Customer Relations Coordinator

Initial Business Response /* (1000, 8, 2015/07/29) */
RE: Experience at Sleep Inn in Naperville, IL
Hi Mr***,
Thank you again for contacting us regarding your experience with billing at the Sleep Inn in Naperville, ILWe appreciate that you took the time to bring these matters to
our attention and allowing us the opportunity to resolve it for youWe will be sending a check to you in the amount of $Your check will arrive within six weeksIn addition to the refund check, 10,Choice Privileges points have been credited to your Choice Privileges account
We look forward to providing quality accommodations for you in the future
Take Care,
Shayla ***
Coordinator, Customer Relations Executive Desk
cc: ***
Initial Consumer Rebuttal /* (2000, 10, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/13) */
Hi *** ,
I appreciate that you took the time to give us valuable feedback about your reservation made on our websiteIt was disappointing to hear the experience was below expectations
We are here to make this process as seamless as
possible to get your trip started on a high noteI have researched your concerns to ensure we covered all basesOur website displays all relevant information prior to confirming, cancelling, or changing any reservationAlso included on the website was the hotel policy that indicates persons years and over are charged as adults
We do hope that you will give us another chance in the future and stay with Choice Hotels
Best regards,
Rob ***
Executive Coordinator,
Reputation Management
tel ***
fax ***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree that the wording is on the website about and olderAfter it was pointed out to me, I saw itI have stayed at many choice hotels and from my experience and the wording on the kids stay free website, I had been convinced that the age was However, the webpage that touts Choice Hotels of children and under stay free states "Ages may vary in different countries"This more than implies that US locations are and underDo you really think everyone reads the fine print? I would assume Mr*** has a cell phoneHas he read the fine print from his cellular provider? What about from his device manufacturer? My position hasn't changedThe advertising is deceptiveThe wording on their Kids stay free website is misleadingAlso, as I stated previously, the Choice Hotel employee I spoke with stated she had never heard of a location in the US charging for kids under Choice can certainly keep the $they deceived me out ofThat is their rightHowever, I will share my dissatisfaction with everyone that will listen and on social media
Final Business Response /* (4000, 9, 2015/08/18) */
Hi *** ***,
Thank you again for providing us with valuable feedback about your experience when making reservations on our websiteIt is disappointing to find that our response was not acceptable to you
While Choice Hotels International does advertise that Kids Stay Free as it relates to children and under staying with a parent or grandparent, there are some hotels who have exceptions to this programWhen this occurs, we ensure that guests are provided that information through whatever means they make their reservation, so there are no unexpected fees or charges upon your arrival to the hotelWhile we understand that reading the alerts posted on the ChoiceHotels.com website can be bothersome, that information is and was provided to ensure an informed decision can be made when making a reservation
Again, we do apologize for any frustration this matter caused and we do hope that you will give us another chance in the future and stay with Choice Hotels
Best regards,
Susan ***-***
Team Lead, Executive Customer Relations
Reputation Management
tel ***
fax ***
***@choicehotels.com
*** E *** ***
*** ** XXXXX
ChoiceHotels.com

We are in receipt of your letter dated October 13, forwarding a complaint filed by *** *** regarding a recent reservation for a Quality Inn(R) in Springfield, IL. Our records show that *** accepted 10,Choice Privileges bonus points (that’s what one night at the property would
cost) from the hotel and the 2,good will points from Choice Hotels customer service department (see attached Comment Details)Unfortunately more points could not be offered since the ***’s were refunded for their reservation and they did not stay at the hotel. Please also note that Choice Hotels is a franchisor and does not own, operate, manage or control the day-to-day operations of the hotels in its franchise systemEach hotel is individually owned and operated. Choice Hotels’ apologizes for the inconvenience *** suffered

October 12, *** *** *** *** ** West Palm Beach, FL *** Dear *** ***: I am writing on behalf of the President and CEO of Choice Hotels InternationalWe are concerned about the problems you recently experienced with your reservation cancellation policy for the Quality Inn &
Suites in Sebring, Florida, and we are writing to thank you for taking the time to bring these matters to our attentionPlease accept our apologyChoice Hotels International’s goal is to provide quality accommodations and dependable service to all of our guestsIn this regard, and to insure accuracy, our internet reservations service displays all relevant information to a reservation prior to it being confirmedThis is also true when guests cancel or change their reservations via the internetOccasionally miscommunications can occur when guests make their reservations through the internet, and we apologize if that is what you encounteredYour comments have assisted us in identifying areas in need of attention and we greatly appreciate your feedbackAfter some investigation I show your reservation was cancelled on 10/09/and a full refund in the amount of $to your *** ending in ***Again, we want to thank you for taking the time to share your concerns with usWe want Choice Hotels to remain your first choice when you travelWe look forward to serving your future lodging needsSincerely, Deborah H*** Manager, Customer Relations Department CC: *** ***

Hello ***,
Thank you for reaching out to us to share your concern with your recent experience booking reservations with Choice Hotels
I can see this matter is important to youWhen booking these reservations, you selected the rate plan ***I have pasted the terms and conditions for the
rate plan you selected and agreed to below: I hope you’ll give us another opportunity to show you a better experience with the Choice Hotels brandsIn the meantime, please don’t hesitate to give us a call at ###-###-#### and we’ll be happy to help.Jamie C***Coordinator, Executive Customer Relations Reputation Management
tel ###-###-####
fax ###-###-####
***@choicehotels.com

Dear *** ***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 experience. First, please let me thank you
for taking the time to make us aware of the issues you experienced during your stay at the Quality Inn ** *** *** It is greatly appreciated and vital to help us improve.I am so sorry to hear of the bugs and roaches you found in your room. I can only imagine how disappointed you were your visit. I am glad to see that the hotel did issue you a full refund in the amount of $on 6/01/17. Credits can take a few days to show up on your account. As far as the other pending or preauthorized amount goes, I have reached out to the hotel and asked that they review this matter to ensure that hold is released. Return of a preauthorization can take between 2-days depending on your bank or financial institution.We hope 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. If you have any further questions or concerns, please feel free to contact us at *** Sincerely,Kari *** *** ***
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