Choice Hotels International

First, let me thank you for your loyalty to Choice Hotels and for your membership with Choice Privileges.I appreciate that you contacted Choice Hotels regarding your Choice Privileges account and I and happy to assist you.I understand that earning Choice Privileges points is importantAfter
reviewing your Choice Privileges account, ***, I show that as a onetime courtesy for a valued member, 179,points were reinstated to your account on February 22, With this adjustment you have 185,points availableI sincerely apologize for any inconvenience, I cannot reinstate any additional points to your account.Choice Privileges points have always expired on December 31, two full calendar years from the year in which you earned themInformation on expiring points is always available to you through your online profile at www.choicehotels.comYou may access your statements to see how many points are due to expire at any time,If I can be of any further assistance, please do not hesitate to contact the Choice Privileges Member Services department at ###-###-#### and asked to be transferred to the Resolution Desk, 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 meI want Choice Hotels to remain your first choice when you travel and I appreciate your membership with Choice Privileges

Hello ***, Thank you for your Platinum Elite Choice Privileges membershipI have been attempting to reach you by phone, but the number we have on file does not workI would like to discuss with you the recent gift card redemptionWe would like to return 24,points, out of the 32,points
that were used for this redemptionThis would make the gift card only 8,points, which was the price of our Summer Promotional gift card offer at the time of your redemptionPlease call the Choice Privileges Guest Services desk at ###-###-#### at your earliest convenience so that we may assist with your gift card redemptionThank You, Roxanne YGuest Service AdvocateChoice Privileges: ###-###-#### Fax: ###-###-####

I am writing on behalf of the Choice Privileges Department of Choice Hotels International. I am concerned about the problems you recently experienced with regards to choicehotels.com and the “Your Extras” featureI am writing to thank you for taking the time to bring these concerns to my
attention I do apologize for the troubles you are having with the “Your Extras” feature on your accountI have escalated your account to our IT department so someone can advise if the missing emails are part of an existing system issue that is currently being worked on, or if this is something unique to your account In the mean-time, I did place 4,courtesy points as compensation for the missing Your Extra rewards you should have receivedThat is points per stayI show you had stays that did not receive the bonusIf this is not correct, please let me knowWhile our IT department looks in to the *** and *** Your Extras issue, would you like for me to register you to receive the bonus points for Choice Privileges points so you are receiving at least some bonus? Thank you for your loyalty to Choice PrivilegesIf there is anything further I can assist you with, please let me knowAgain, I want to thank you for taking the time to share your concerns with me. I want Choice Hotels to remain your first choice when you travel. Sincerely, Chandra Resolution Desk Tier II Coordinator

We are hoping the fix that should be put in place tonight resolves his issuesWe understand his frustrations and do continue to work with him

I'm writing on behalf of the Executive Offices of Choice Hotels International. We are most concerned about the problems you experienced with noise and a lack of response from the front desk at the Comfort Inn Federal Way, 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 by email at [email protected] we will be delighted to assist you. Sincerely, James ***Executive Guest Services

We are in receipt of your letter regarding *** ***'s request for refundAccording to the Choice Hotels customer relations department, *** *** has been issued a refund in the amount of $But since the charge was due to an oversight on *** ***'s part while booking her room on the
choicehotels.com website, the Choice Hotels customer service department has refunded the charge as a gesture of goodwillWe are sorry for any inconvenience *** *** suffered.Very truly yours,CHOICE HOTELS

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

Initial Business Response /* (1000, 6, 2015/07/16) */
7/16/
*** ***
***
Colorado Springs, CO
Dear Dr***,
I am writing on behalf of the Choice Privileges Department of Choice Hotels InternationalWe are concerned about the problems you
recently experienced with regards to the Choice Privileges program Summer promotionI am writing to thank you for taking the time to bring these concerns to our attentionWe appreciate your feedback as a valuable member
I do apologize that you had an unsatisfactory experience with our customer service staffWe do strive to provide excellent service and I hope that was an isolated incident
Choice Hotels International's goal is to provide quality accommodations and dependable service to all of our guestsIn this regard, and to insure accuracy, the Choice Privileges promotions have certain terms and conditions which must be adhered toThese terms and conditions can be found on www.choicehotels.com/giftcard, and are agreed to when a member registers for the promotionThe rules of each promotion are also located at the front counter of each Choice Hotel and in the breakfast area
After reviewing your account, I see that your stay on 6-11-received a 46% discount from the hotelAny discount over 20% will nullify any rewards you may have been awardedThe information regarding your stay not being eligible for rewards is provided to you on the bottom left of your hotel receipt
As your stay was not eligible for points, it did not qualify for the promotionI see that you have terminated your Choice Privileges accountIf you would like for me to reactivate that account I would be happy to do soIn which case I would be able to provide you 1,courtesy points, which would bring your balance up to 2,pointsIf you would for me to place those courtesy points in your account, please email me at [email protected] and let me know that you would like your account reactivated and the points added as a courtesy and I will be happy to assist you
In your letter, you reference having a little over 14,pointsI do not see that your account has had that many points over the lifetime of the accountTo purchase a $gift card, you would need 16,points for most cards and 14,points for a Choice Hotels gift card, which is not on promotion at this timeThe current promotion would award you enough points to redeem for one $gift card off our seasonal promotion list, in the amount of 8,points
You do have one stay that can qualify for that promotion, if you decide to reactivate your account, you would need one more qualifying stay by August 19th
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 needsIf we can be of any further assistance, please contact us at ***
Sincerely,
***
Tier II Coordinator, Resolution Desk
Shared Services Department
Initial Consumer Rebuttal /* (3000, 8, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***,
First, I was meaning to reference 1,points, not 14,Thanks for referencing one of my previous communicationsUnfortunately, you fail to refernce my last communication and the voicemail I received from *** (I saved the message), where *** tells me I am getting the point from the second stay - apparently the hotel was so kind as to provide aone-time coutresy exception based on me being a valued customer and all*** said to call him back and anyone at the resolution desk could get things settled for meI called and Steve was unable to follow that up, but with some coaching, he verified my stays and said he did add the pointsUnfortunately, my account did not show that he actually did thatI am sure you have that phone recorded and can verify that Steve did in fact say thatWould you be kind enough to share that with the Revdex.com?
So, I have two recent representatives from choicehotels tell me I am receiving the points to qualify for the promotionNow, you communicate to me that not only is the promised resolution not possible, but apparently you are unaware that it was ever a part of this complaint
Is this another example that if I annoy choicehotels by complaining, I am then going to be punished? I was punished for saying my hotel stay was unimpressive and now I am being punished for saying I want my communication to go through the Revdex.com and not have to keep calling back at a time that works for ***? When I filed my complaint, the Revdex.com asks if I prefer to communicate with them and when I call your company back as instructed and people have no clue what is going on with my accouont - Steve literally said that my account showed no hotel stays
Please read through my entire complant history and check your internal recordings to verify what has taken place and what has been promisedAt that point, I hope that you then follow through on your promises - to quote ***'s voicemail, "...we'd be more than happy to go and credit that stay to your account, which we could then qualify with your previous stay so that you would earn total between the two trips choice privledges points." If we are able to mediate this through the Revdex.com on a phone call, I will gladly play the messageIf you or anyone else will respond again via the Revdex.com website, please reference this specific messgae which is an update to my original complaint
Sincerely,
***
"valuable member"
Final Business Response /* (4000, 10, 2015/07/23) */
I am writing on behalf of the Choice Privileges Department of Choice Hotels InternationalWe are concerned about the problems you recently experienced with regards to the Choice Privileges program Summer promotionI am writing to thank you for taking the time to bring these concerns to our attentionWe appreciate your feedback as a valuable member
I do apologize that you had an unsatisfactory experience with our customer service staffWe do strive to provide excellent service and I hope that was an isolated incident
Choice Hotels International’s goal is to provide quality accommodations and dependable service to all of our guestsIn this regard, and to insure accuracy, the Choice Privileges promotions have certain terms and conditions which must be adhered toThese terms and conditions can be found on www.choicehotels.com/giftcard, and are agreed to when a member registers for the promotionThe rules of each promotion are also located at the front counter of each Choice Hotel and in the breakfast area
After reviewing your account, I see that your stay on 6-11-received a 46% discount from the hotelAny discount over 20% will nullify any rewards you may have been awardedThe information regarding your stay not being eligible for rewards is provided to you on the bottom left of your hotel receipt
As your stay was not eligible for points, it did not qualify for the promotionI see that you have terminated your Choice Privileges accountIf you would like for me to reactivate that account I would be happy to do soIn which case I would be able to provide you 1,courtesy points, which would bring your balance up to 2,pointsIf you would for me to place those courtesy points in your account, please email me at [email protected] and let me know that you would like your account reactivated and the points added as a courtesy and I will be happy to assist you
In your letter, you reference having a little over 14,pointsI do not see that your account has had that many points over the lifetime of the accountTo purchase a $gift card, you would need 16,points for most cards and 14,points for a Choice Hotels gift card, which is not on promotion at this timeThe current promotion would award you enough points to redeem for one $gift card off our seasonal promotion list, in the amount of 8,points
You do have one stay that can qualify for that promotion, if you decide to reactivate your account, you would need one more qualifying stay by August 19th
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 needsIf we can be of any further assistance, please contact us at ***
Sincerely,
***
Tier II Coordinator, Resolution Desk
Shared Services Department

Initial Business Response /* (1000, 5, 2015/10/30) */
I called and spoke to Ms ***She is still showing one charge for on her accountI informed her this is the authorization hold placed on her card for incidentalsThe hotel general manager verified on 10/29/that this hold had been
released from our system
She also claims multiple smaller charges on her account which are the daily resort feeIt is $plus tax per nightMs*** states that Tourico Holidays (who she booked through) advertised them as cheaper, but since they are a third party, we cannot control how they maintain and update their hotel information and cannot verify the validity of their advertisements
Following my conversation with ms***, the hotel general manager emailed her an explanation of the charges and incidentals hold on her card
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */

Initial Business Response /* (1000, 8, 2015/10/14) */
The hotel has refunded $to the guest's Discover Card on 10/14/Ths guest has been made aware of the refund
Jamie ***
Coordinator, Executive Customer Relations
Reputation Management
tel
fax
jamie_***@choicehotels.com
Initial Consumer Rebuttal /* (2000, 9, 2015/10/14) */

Hello ***. I am writing on behalf of the Executive Customer Relations Department of Choice Hotels International. We are concerned about the problems you recently experienced with a Econo Lodge in Flagstaff, AZWe 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 appreciated. The 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 apology. However, 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: We look forward to researching this matter for you upon receipt of the information requested. Sincerely, Paula

[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,
*** ** ***

We are in receipt of your letter regarding *** ***'s request for refundAccording to the Choice Hotels customer relations department, *** *** has been issued a refund in the amount of $But since the charge was due to an oversight on *** ***'s part while booking her room on the
choicehotels.com website, the Choice Hotels customer service department has refunded the charge as a gesture of goodwillWe are sorry for any inconvenience *** *** suffered.Very truly yours,CHOICE HOTELS

Hello [redacted],
I’m following up with you about your communication following your stay at Clarion. 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 has issued a refund in the amount of $66.66.  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 [redacted].
We look forward to having you back!
Take Care,
Jamie C[redacted]
Coordinator, Executive Customer Relations
Reputation Management
[redacted]
tel         [redacted]
fax        [redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Mr. [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 Hotels. 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 helps us maintain a higher standard of quality control. I wanted to reach out to you and advise the hotel did take photos of damages regarding the incidentals charge of smoking and at this time would not be willing to remove those charges. The hotel advised the registration card was signed and the terms and conditions including the smoking penalty was available for your review. Its been a privilege working with you. Should you need any further assistance, I'll be waiting with a smile and am just a phone call or email away. You can reach me at (800) [redacted] or [redacted]@choicehotels.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated, I had 2 rooms at the hotel and as I had to check out the room with the issue, I remained at the hotel for 2 additional days in the room next door. The front desk staff was aware of our presents at the hotel and should have notified us of the issue with the other room. As stated, no one in our party smokes as well as the fact as when the photos were taken. I feel that some sort of notification, either by email or phone should have taken place, as both of these were on file at the hotel.
Final Business Response /* (4000, 9, 2015/07/28) */
Dear Mr. [redacted]:
I am writing on behalf of the Customer Relations Department of Choice Hotels International, to review the concerns you have raised with the Revdex.com and follow up with you regarding your recent experience.
Thank you for contacting us regarding the smoking fee placed on your credit card from the Quality Inn & Suites SeaWorld North in San Antonio, TX. We appreciate that you took the time to bring this matter to our attention.
Since each Choice Hotels International property is independently owned and operated, their operations policies are written and enforced by the individual management at the property. With this in mind, we must defer to the hotel for any resolution to your comments regarding one of their policies.
We 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 needs.
Best Regards,
Rob [redacted]

Initial Business Response /* (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, NC. I'm writing on behalf of Stephen [redacted], CEO of Choice Hotels International. He has forwarded your comments to me and asked that I...

follow up with you. It 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 you. Choice 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 beds. We 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]
[redacted]@choicehotels.com

[redacted]
Phoenix, AZ 85054
ChoiceHotels.com
CC: NC102 [redacted]
Initial Consumer Rebuttal /* (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 yesterday. There 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 over. It'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 /* (4200, 21, 2015/11/13) */
I made my complaint on 11/9/15 with Comfort Inn of Asheboro AND Choice Hotels. You 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 [redacted]'s contact information and/or your dispute resolution specialist.
I've been told MULTIPLE times that this hotel is independently owned etc. etc. etc! 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 hotel. If you could please provide that information as well.
Final Business Response /* (4000, 23, 2015/11/13) */
Hello [redacted],
Thank you very much for taking the time to reply. We did have an opportunity to address both the general manager of the hotel and the employee who contacted you on Facebook regarding their response. It was inappropriate and unwarranted, and appropriate action is being taken with regard to this activity. I cannot apologize enough to you for receiving such a harshly worded message.
As for Mr. [redacted], I am a representative for our executive team handling all concerns directed his way. He 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 27203
(336) [redacted]
Once again, I do sincerely appreciate your time and thank you for working with us to help remedy your concerns. Please 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 85054
ChoiceHotels.com
CC: NC102 [redacted]

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 hotels. We 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 appreciated. The 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 apology. However, 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

Initial Business Response /* (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 encountered. I would like to...

apologize for any inconvenience this may have caused you.
Thank you for accepting a refund of $163.79. The request for the check was submitted on 10.26.15, please allow 4-6 weeks for processing time.
We look forward to having you back!
Take Care,
Donna [redacted]
Coordinator, Executive Customer Relations
CC: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */

Dear Mr. [redacted],   Thank you for your reply, we are very sorry to hear that you were not fully satisfied with the response from our Executive office. Your 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 posted. Unfortunately this issue is ongoing and you will need to continue to contact us to manually update your points. I 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 85054 ChoiceHotels.com   CC: [redacted]

Dear Ms. [redacted]:   I'm writing on behalf of our President and Chief Executive Officer of Choice Hotels International, who has forwarded your comments to my attention. He 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 website. We 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 them. This information is on the website when you made the reservation.   GUARANTEE POLICY This is a pre-paid and non-cancellable rate plan. Once 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-show. It requires full pre-payment for the entire stay and is fully non-refundable. Your credit card will be charged for the total amount within 24 - 48 hours of booking. The room(s) you have reserved will be held until 7:00 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_[redacted]@choicehotels.com     [redacted] Phoenix, AZ 85054 ChoiceHotels.com   CC: [redacted]