Choice Hotels International

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

I don't need the hotel room anymore and the company won't let me cancel the room because of company policy so there' goes 150 bucks to waste that I could of used elsewhere.

Hello [redacted], I am disappointed to hear of the experience you had at the Quality Inn & Suites in Gilroy, California. I was able to locate a prior Revdex.com complaint. It appears you were in contact with a colleague of mine in response to that complaint. She had offered a resolution of 8,000 Choice...

Privileges points but did not hear back afterwards. We look forward to your response. Laura P[redacted] Coordinator, Executive Customer Relations Reputation Management CC [redacted]

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 [redacted] in Glenwood Springs,
Colorado, with the reservation issues you encountered. I would like to
apologize for any inconvenience this may have caused...

you.
Per our conversation on the telephone, the hotel has cancelled the second room
and refunded $56.75 to your [redacted] ending in 1544. I am attaching a copy of
the cancellation and the folio showing the credit.
We look forward to having you back!
Take Care,
Donna S[redacted]
Coordinator, Executive Customer Relations
CC:  [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 emails being sent to you regarding our Choice Privileges Program.  Please accept our...

apology.
 
I have contacted the Choice Privileges department to ensure your email address has been removed from distribution lists. This request takes approximately 10 days to process, so the emails should cease shortly.
 
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,
 
 
[redacted]
Coordinator, Executive Customer Relations
 
tel         1.800.435.8595
fax        1.602.953.4953
[redacted]
 
 
[redacted] [redacted]
ChoiceHotels.com
 
[redacted]    [redacted]

Ladies and Gentlemen:I do not accept the response made by Choice Hotels, International to resolve this complaint.  Clearly, Choice Hotels has a practice of posting one Cancellation Policy on a "Confirmation/Cancellation Page" and implementing another policy.  This tactic is both deceptive and unfair to the average consumer and needs to stop immediately.  As enclosed documents will show, the policy on the Confirmation/Cancellation Page states that the room fee will be charged if the reservation is not canceled or the guest does not show up for the reservation.In both matters, the reservations were canceled well in advance (4-5 months ahead of time). Regards, [redacted]Regards,[redacted] To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted]:   I'm writing on behalf of the Executive Offices of Choice Hotels International.    We are most concerned about the problems you experienced with the actions and performance of the hotel staff during your recent stay at the Quality Inn in Rehoboth Beach, Delaware 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 email us at [redacted]@choicehotels.com at your convenience, we will be delighted to assist you.   Sincerely,       [redacted] Coordinator, Executive Customer Relations Reputation Management  tel         ###-###-#### fax        ###-###-####   CC:  [redacted]

Hi [redacted],  Thank you for reaching out to us to share your concern with gaining access to your Choice Privileges membership account. I’m reaching out to you following your Revdex.com complaint. While viewing your membership account I did not see that you have a username and password...

set up yet. This will need to be created in order to gain access to your account. Please follow the link included in this email; https://www.choicehotels.com/choice-privileges/account/enroll?createType=createN...⇄ then click “Choose a username and password”. Once you’ve completed creating your online profile you will be able to access your account. If further assistance is required please feel free to contact member services at [redacted]  Take Care, Shayla S[redacted]Coordinator, Executive Customer Relations Reputation Management tel         ###-###-#### fax        ###-###-####[redacted]@choicehotels.com    [redacted]Phoenix, AZ [redacted]ChoiceHotels.com

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

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

Hello, I am writing to you on behalf of [redacted], Manager of Choice Hotels International. She has forwarded your comments to me, and she is requesting that I respond to you directly.   I am most concerned about the issues you raised regarding the online reservation that you made....

Please provide the confirmation details such as the confirmation number; date of arrival; name and address of the hotel and we are happy to look into this further.   In addition, I would welcome the opportunity to talk with you personally, with a view to hopefully resolving this matter to your satisfaction. If you would be so kind as to call me at ###-###-#### at your convenience, I will be delighted to assist you.   Cathy W[redacted] Coordinator, Executive Customer Relations Reputation Management   tel         ###-###-#### fax        ###-###-#### [redacted] CC: [redacted]

Dear [redacted]
 
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 Choice Privileges Account 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 office 
Your comments have assisted us in identifying areas in need of attention
and we greatly appreciate your feedback. 
 
Per our conversation this
morning, I thank you for accepting my offer of a refund of $103.55 via a check,
you should allow 4 weeks for processing time to receive the check.
 
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[redacted]
Coordinator,
Executive Customer Relations
Reputation
Management
 
tel        
###-###-####
fax       
###-###-####
[redacted]@choicehotels.com
 
 
6811 E
Mayo Boulevard
Phoenix,
AZ 85054
ChoiceHotels.com
 
CC: [redacted]

Good morning, [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 missing Choice Privileges points from the Customer Relations Department is genuinely appreciated. I personally have gone into your account and added the 5000 Choice Privileged points and I also threw in a courtesy 5000 points for your time. This becomes effective immediately as of the receipt of this email and you can use these points how you please! 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        ###-###-####

[redacted] North Bend Oregon [redacted]   Hello [redacted], I received your Revdex.com response about your experience with 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 helps us maintain a higher standard of quality control. I would welcome a chance to catch up with you when you have a minute to spare. You can reach me at [redacted]. I look forward to hearing from you! Take Care, Johneshia D[redacted] Coordinator, Executive Customer Relations CC:  [redacted]

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

We are in receipt of your letter regarding Ms. [redacted]' reservation for a room with the Quality Inn & Suites and Conference Center, Brooksville, FL ([redacted]).According to our records, Ms. [redacted] made her reservation on February 5, 2016 for a room on Friday, March 18, 2016 using the Advanced...

Purchase Rate option. When a guest chooses this option, the room rate is lower but the reservation cannot be changed or cancelled once the reservation is made. Information regarding the Advanced Purchase Rate is stated clearly on the www.choicehotels.com website. Below 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 plan. Once 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-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 are sorry for any inconvenience Ms. [redacted] suffered. We do have to stand behind the Advance Purchase Rate terms and conditions.Very truly yours,CHOICE HOTELS

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

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.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 in Memphis, TN. 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 $136.24 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 2-14 days depending on your bank.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,KariExecutive Customer RelationsReputation Managementtel ###-###-####fax ###-###-####[redacted]6811 E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.comCC: [redacted]

Hello [redacted], Thank you for reaching out to us regarding the Choice Privileges account. It’s disappointing to hear of the frustrations the expired points have caused. I’m pleased to inform you 32,639 points, the remaining points that had expired, have been re-added to the account bringing the...

balance back up to 68,892. We are not able to add any additional points to the account. Thank you for your patience while we got this resolved for you. Laura P[redacted] Coordinator, Executive Customer Relations Reputation Management tel         ###-###-#### fax        ###-###-####CC [redacted]

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