Choice Hotels International

Hello, Mr. [redacted],   My name is Bryce and I'm writing from the Executive Customer Relations Department of Choice Hotels International. We received your comments submitted via the Revdex.com, and are following up with you regarding your recent experience. The comments and...

suggestions that we receive from our guests are important to us. Thus, your willingness to share your concerns regarding your experience with your Choice Privileges Barclay Visa is genuinely appreciated. As a business, there are times where all of our systems are not on the same page & something causes a hiccup in how things are processed. This is the case for what has happened to you. There is currently a system issue between us and Barclay’s that is preventing the Bank ID from linking to your Choice Privileges account. As we have communicated with you in the past, we do not currently have an ETA on the solution & manually have to track the points. Furthermore, the only way we can manually post the points is if we receive the amount of points to post from Barclay’s. Once we hear from them, you’ll see everything updated on your Choice Privileges account. We appreciate your continued patience as this matter is being worked on as we speak. 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, Bryce Coordinator, Executive Customer Relations Reputation Management   tel         ###-###-#### fax        ###-###-####   CC:  [redacted] Tell us why here...

Good Afternoon Mr. [redacted],   As promised, I’m following up with you about your comments to the Revdex.com following your experience at the Econo Lodge in Absecon, NJ. 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.  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. Thank you for accepting 8,000 Choice Privileges points to resolve this issue. We hope that we can continue to be your first 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 (or email) away. You 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 85054 ChoiceHotels.com       CC:  NJ306  CID [redacted]

Dear Mr. [redacted]:   I am writing on behalf of the President and Chief Executive Officer of Choice Hotels International.  We are concerned about the problems you recently experienced with a reservation at the Rodeway Inn in La Grande, Oregon , and we are writing to thank you for taking...

the time to bring these matters to our attention.  Please accept our apology.   Our goal is to make every reasonable attempt to adequately address all matters of concern raised by our guests, in a timely and forthright manner. I apologize that it has taken so long to resolve. I was able to contact the hotel and received the hotel’s permission to cancel one of the rooms. The hotel will be refunding 62.04 back to your Visa card. It can take up to 3 to 5 business days for the refund to post to your bank. The cancellation number is [redacted]. The original reservation number of [redacted] is still valid for the remaining room.   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.   Sincerely,     James [redacted] Executive Guest Services   tel         ###-###-#### fax        ###-###-#### [email protected]                                           ...⇄ [redacted] Phoenix, AZ 85054 ChoiceHotels.com

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 experience. The comments and...

suggestions that we receive from our guests are important to us. Thus, 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] [redacted]Phoenix, AZ 85054ChoiceHotels.com CC: [redacted]

Hello [redacted], Thank you for reaching out to us to share your concern with your recent online reservation. I can see this matter is important to you. As it turns out, the reservation was booked as an advanced rate purchase with the agreement that it cannot be changed, cancelled, or refunded. I have...

included the terms and conditions below as shown during the booking process: 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. Once these types of reservations are confirmed, we cannot make any changes to them. I hope you’ll give us another opportunity to show you a better experience with the Choice Hotels brands. We look forward to having you back! Take Care, Laura [redacted]

...

                                        ...⇄ Choice Hotels Executive Desk                                         ...⇄ [redacted]                                         ...⇄ Phoenix, AZ 85054     March 7th, 2017     [redacted] Richfield, MN 55423     Hello Ms. [redacted], it is my pleasure to assist you.  My name is Shayla and I am writing from 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.   We are concerned about the problems you recently experienced with booking the advanced purchase rate online for two rooms instead of one at the Comfort Inn & Suites St. Louis – Chesterfield in Chesterfield, Missouri, and we are writing to thank you for taking the time to bring these matters to our attention.  Please accept our apology.   Guest comments tell us what we are doing right, what we are doing wrong and how we can improve.  Thus, your willingness to share your experience is genuinely appreciated.  Our goal at Choice Hotels International is to provide dependable service at reasonable prices to all of our guests. At this time one of the two rooms book has been cancelled, and a refund of $99.56 applied back to your VISA. Your cancellation number for cancelled room is [redacted].     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,       Shayla [redacted] Coordinator, Executive Customer Relations Reputation Management   tel         ###-###-#### fax        ###-###-#### [email protected]      [redacted] Phoenix, AZ 85054 ChoiceHotels.com       Ph# ###-###-####     Fax# ###-###-####     Email: [email protected]

I'm writing on behalf of the Executive Offices of Choice Hotels International.    We are most concerned about the problems you experienced with a reservation at the Comfort Inn in Rockport, Indiana, 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 satisfaction. If you would be so kind as to call our office at ###-###-#### or by email at [email protected] we will be delighted to assist you. [redacted]

I am rejecting this response because:This is the same response I have received for approximately 4 to 6 months.  It should take no time at all for a Barclay representative to communicate my points to a Choice Hotels representative. This should not be a 4 to 6 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 10 to 15 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 6 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 100,000 points for my inconvenience.  That would equal to around 5 to 7 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 100,000 points manually leaving Barclay out of the equation.

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

Initial Business Response /* (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, WI. Thank 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 6,000 points to your Choice Privileges account. 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 (or email) away. You 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]
[redacted]@choicehotels.com

[redacted]
Phoenix, AZ 85054
ChoiceHotels.com
cc: WI252 8331137
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */

[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:Instead of the points offer from Choice Hotels they have FINALLY agreed to send me the gift card. I suggested this resolution months ago and am still puzzled why it took so long to arrive at this conclusion.Thank you for your help with this issue.
Regards,
[redacted]

Initial Business Response /* (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 /* (2000, 6, 2015/10/21) */

Hello Mr. [redacted],   As it turns out, the reservation was booked under and advanced rate purchase plan. In 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 decision. There have been calls made to the General Manager of this property and they are standing by the pre-paid no cancel policy. The room will be held for you as you have pre-paid for it.   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.   Cathy [redacted] Coordinator, Executive Customer Relations Reputation Management

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 attention. He 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 $149.96. The credit should appear on your card within 3-5 business days. I have attached a copy of the folio showing the credit was given today. 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. Sincerely, Donna [redacted] Coordinator, Executive Customer Relations Reputation Management tel         ###-###-#### fax        ###-###-#### donna_[redacted]@choicehotels.com [redacted] Phoenix, AZ 85054 ChoiceHotels.com [redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
This complaint recently came to my attention and I would like to take the opportunity to respond. First 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 service. Our 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 treatment. After 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 /* (3000, 7, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is absolutely false that we were offered the option to move to another room. When 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 manager. The plaque on the wall stated Sam P. was the manager, so I assumed that if the woman at the desk is telling me she's the hotel manager the she must be Sam. So, if this woman was not the manager, then she was dishonest twice. If 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 us. She was going to spray it while we were out for the day so it would be 'fumigated' upon our return. I showed her the bites on my chest and arm. She did not appear surprised in the least. She did state that she'd make an adjustment and I find an adjustment of $20 on a $350 stay to be an insult considering what we had to endure weeks after staying at the Powell, Tn hotel. So, 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 you. I can describe the woman well enough if you need a proper description. If 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 dishonest. I 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 /* (4000, 9, 2015/11/11) */
This complaint recently came to my attention and I would like to take the opportunity to respond. First 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 service. Our 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 treatment. After 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

Hello,We have found that members trying to redeem digital gift cards need to open the link in the email using  [redacted]. It will open blank using [redacted].  I am very sorry to learn that you have had so much trouble trying to redeem the digital card. I am showing the email was sent to your email account again on November 9th 2016. Will you consider please consider accepting points to go towards another complimentary stay?We do apologize that this is happening to you. We do value you as a Choice Privilege member and wished this would have been a better experience for you.###-###-####

Hello,Thank you for contacting Choice Hotels regarding your issue with your gift card. According to our records, on 08/24/16 you contacted Choice Privileges advising that the gift card had been sent to an email account instead of mailing a physical card. Upon advising we could not mail a physical...

card, we then verified the email address provided and re-sent the digital gift card. We are unable to mail out a physical card.Thank you for your time, and have a great day!

Hello,
My name is [redacted] [redacted] and I am writing in reference to my reservation reference number [redacted] for my stay at [redacted] at [redacted] for the weekend of April 11 - April 13.
I want to begin by telling you that this reservation had been made many months in advanced and a confirmation email had been sent to me with all the information about my reservation. Everything appeared to have been reserved and confirmed correctly and a hold on my car had been made as well. Which made me believe that my trip to [redacted] City in New Jersey had been set. A few months passed and the date was getting closer so I decided to call the hotel to confirm my reservation for April 11, 2014 (I called on Monday April 7). My reservation was confirmed and everything seemed ready for my trip.
On April 11, 2014 I arrived with my party and approached the front desk for my check-in and this is when the headache started. The front desk attendant looked through her system and struggled to find my reservation but finally, she was able to find it. To her surprise and mine, the reservation had been cancelled by choice hotels on February 6, 2014 by "[redacted]" cancelation number [redacted]. I told her that information was incorrect as I had a confirmation email with the reservation for that date. I proceeded by pulling the reservation from my email and showing it to her. She took a look at it and told me that the reservation was cancelled and that she couldn't do anything about it because that was choice hotels' problem.
I then decided to deal with this matter by asking the front desk attendant if they still had rooms available and she replies "we are fully booked." My stressfulness grew as I had no room and everything was booked. I then called choice hotel to explain the issue. I was connected to guest relations to resolve this matter. I believe the representative who helped me was not believing me as she kept asking question about my location at that moment.
She then told me that my reservation was confirmed by choice hotel and that the error was the hotel's and not the company. I told this to the people at the hotel and they kept saying it was choice hotel's mistake and not theirs. At this point, I had no hope as both companies kept blaming each other and no one took responsibility for this mistake. Finally, the guest relations representative decided to call the hotel to address this matter. She put me on hold for 30 minutes and the call was dropped. I was extremely upset as I was just sitting at the lobby with my party of 9, with no room, and no one solving this issue.
I called choice hotels again and was connected to guest relations once again. I explained to the representative what had happened and that my last called was drooped. The representative wanted to call the hotel once again because she didn't believe me when I explained to her that my reservation was cancelled. She put me on hold for another 20 min, by this time, I had been on the phone for almost 2 hours trying to solve this matter.
While I was on hold, the front desk representative told me that he had 2 rooms available for 2 nights and they were going to be able to accommodate us. I then waited for the customer service representative from choice hotel to get back on the phone. When she finally took me off hold, She was very rude towards me. She told me that she had to wait to see where to accommodate us but that I needed to get off the phone because she was waiting from someone at the hotel to call her back. I told her that I was not getting off the phone anymore until this matter was resolved. She said that she was leaving the office in 30 minutes and she didn't know how long it was going to take to solve this matter and that she wasn't going to be there to resolve it.
As you can tell, your customer service is definitely lacking professionalism and that is not the way you treat a customer, especially when you made the mistake and your customer is having a difficult time trying to have this matter resolved. I told the representative that she needed to find me a hotel because it was the companies fault and that I should be compensated for this issue. She then said that I should worry about finding a place to stay first and that the compensation could be discussed later.
Then, I told the representative that the hotel where I was ([redacted] - [redacted] Place) had 2 last minute rooms available and that they could accommodate use for the weekend. The representative was very unprofessional again and told me that I should have told her that in the beginning and that this matter would have been resolved faster. I told her it was a last minute thing they told me and that my job wasn't to find a room but hers. I was desperate enough to look a round for another option as the representatives from choice hotels weren't doing their part in finding me a place to stay. So don't tell what I should or should't have told you as I'm doing you favor.
Finally, the representative told me to take the room and that she needed to get off the phone because she had to go and because the matter had been resolved.
The rooms that I got from the hotel were not the same size nor were they the same quality as the ones we had reserved initially but the people at the front desk were kind enough to offered them to us and accommodate us as best as they could for the mistake that choice hotel made.
I want to file this complaint because I do not believe that this should have happened and that this matter should have been handled differently by choice hotel and the representatives. I am not the type of customer that complaints about everything or that wants everything for free. I am the customer that is understanding but that when he feels disrespected, ignored, and hopeless will stand up and say something.
I want choice hotels to take responsibility for their mistake and be refunded back the amount I spent on the 2 rooms for the 2 night that I spent at the hotel.
I spent a total of $388.52 per room for a total of $777.04 for both rooms, for both nights.
I hope you understand that what I went through was not my mistake and the compensation Im asking is the minimum you can do for the time I lost figuring out my stay and for the customer service I received.
Please contact me as soon as possible.
[redacted] A [redacted]

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

Initial Business Response /* (1000, 10, 2015/11/09) */
Hello Mrs. [redacted],
Thank you for reaching out to us and the Revdex.com to share your concern with your recent experience at one of our hotels. I'm writing on behalf of Steve [redacted], President and 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 were unable to make it to your stay at one of our trusted brands.
In your comments to the Revdex.com I did not notice a hotel name, so I am having a bit of difficulty in looking up your reservation. The confirmation number provided only has 7 digits as well ([redacted]) and all of our confirmation numbers have either 8 or 9 digits. If you would be so kind as to provide me with this information, I would be happy to review your case.
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 brands. In the meantime, please don't hesitate to give me a call at (800) [redacted] and I'll be happy to help.
We look forward to having you back!
Take Care,
Michael V. [redacted]
Coordinator, Executive Customer Relations
Reputation Management
tel [redacted]
fax [redacted]
Michael_[redacted]@choicehotels.com
[redacted]
Phoenix, AZ 85054
ChoiceHotels.com
Initial Consumer Rebuttal /* (2000, 12, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The changes to my credit card were never apllied to my card. And reservation was canceled.