Choice Hotels International

I made reservation in person at hotels

July 13, 2016 [redacted] Beavercreek OH [redacted] Hi [redacted]: I'm writing on behalf of our President and Chief Executive Officer of Choice Hotels International. He has forwarded your Revdex.com comments to my attention. He has also 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 Choice Privileges Member Service Center and Program. 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. Our Member Service Specialists undergo extensive training, and are selected very carefully. Still, problems do occur. Rest assured that your comments have been reviewed by this office, and forwarded to our director of reservations and Choice Privileges for whatever corrective action may be required. After further review of your account we were able to confirm all 12 stays were showing in your Choice Privileges account and your account is up to date. I show you have earned a total of 6 gift cards of the summer promotion, with 5 already being redeemed leaving one waiting top claim. 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, Johneshia D[redacted] Coordinator, Executive Customer Relations CC: [redacted] Tell us why here...

Hello [redacted], Thank you for speaking with me about your Choice Privileges account this morning. As per our conversation I have contacted the Resolution Desk and was informed that due to security procedures we can only speak with the actual account holder to make any changes to the account....

We can only give info about account to your wife, but she will not be able to make changes. I apologize for your frustration with our policies, they are set in place to protect guests personal information. I have submitted 10,000 points to your Choice Privileges account, the points are available for your use immediately. 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 RelationsReputation Management tel         ###-###-####fax        ###-###-####[redacted]@choicehotels.com  [redacted]Phoenix, AZ [redacted]ChoiceHotels.com CC: [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because:The promotion stated that the points would be awarded after you BOOK your first stay not after the stay is completed. I booked the stay in February so I should have had the points by April. That is false advertising! The ad states"24,000 bonus points upon card USED for first stay" That is directly from the ad. It says nothing about having to complete the stay.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: [redacted]
I am rejecting this response because: I did write you back personally yesterday via my email address I provided. I am partially acceptable to your reaching out but I reject your side due to the following reasons: 1) I reached out multiple times by emailing and calling, 2) I was on multiple "long holds" each time and hung up on once, 3) Your company rep once was supposed to reach out to me but didn't, 4) The gift card was never mailed out after the initial 6 weeks of waiting due to your company's bad practices of not recognizing a PO BOX or a legal 911 Rural address(s, 5) The points I received back were always mine to begin with and finally I received a welcomed return of them AFTER I reached out multiple times and waited on "long holds", 6)I thought the card was mailed out during the initial 6 weeks of waiting and was mislead multiple times after reaching out and asking on its whereabouts, 7) I had previous gift card redemptions that went well UNTIL your company decided NOT to use my PO BOX(s as my legal address, 8)I felt my loyalty was taken advantage of after all those weeks of waiting for my card to be mailed and I even thought my card was lost or stolen
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Hello Ms. [redacted],
I am writing to follow up with you regarding the rejection of the response  that was filed with the Revdex.com about your recent experiences with Choice 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. After the original offer was refused  contact was made with you and this issue has now been resolved . I wanted to follow up with you to advise that the Choice Privileges account has been credited in the amount of 24,000 points for the current [redacted] promotion .Once again, Its been a privilege working with you. If you should need any further assistance, Ill be waiting with a smile and am just a phone call (or email) away. You can reach me at [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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The verbiage that used to be in your rules was not clear. I even spoke to your foreign agents regarding this - and they agreed. As a former loyal customer to one of your more expensive properties it sucks to be treated like this - but I guess it's the norm these days. Your prior policy was clearly not clear. That's all I have to say.
Regards,
[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]

From: Revdex.com of Metro Washington DC<[email protected]>Date: Mon, Oct 17, 2016 at 9:26 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded...

message ----------From: <[redacted].net>Date: Sat, Oct 15, 2016 at 8:16 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Thank you for your help with this matter.  The hotel did release the hold after I advised them of the complaint.Susana H[redacted]

Hello Ms. [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.
    As noted in the Terms and Conditions when applying for the Choice Privileges [redacted] credit card, all   points from the Choice Privileges [redacted] credit card including promotional bonuses, take the 4-6 weeks after the stay to post to your Choice Privileges account. It’s been a privilege working with you. Should you require any further assistance, I will be waiting with a smile and am just a phone call (or email) away. You can reach me at [redacted]

Review: Choice Hotels through their Choice Privileges program has an ad featuring a couple dinning out and the woman says I stayed one stay and my husband stayed another and now we are enjoying dinner with our $50 gift card. I signed up for this program and my wife met the necessary stays. Now they say this didn't qualify because she stayed instead of me. The woman I spoke with said we must have separate Privileges accounts, that she cannot use mine. So I asked if I stayed once and my wife stayed once then they would combine them and she said no. But this is exactly what their ad states - the wife saying she had one stay and her husband another. The woman at Choice Privileges was very nasty and stated I could call Customer Relations. After holding for 9 minutes and 22 seconds I finally had my call answered. This woman listened and said she had nothing to do with Privileges that I needed to contact them. I said I had and they had told me to contact customer relations and gave me the number I had called. I was then placed on hold and finally another woman asked me what the issue was which I explained. She said she knew nothing about the ad, but again stated the same policy which is NOT what the ad indicates. When I said the ad was misleading she hung up on me. This ad, which airs frequently is at best misleading.Desired Settlement: I want the two $50 gift cards that were earned under the program I signed up for. I also feel they need to stop running a misleading ad.

Business

Response:

The Choice Hotels International, Inc.'s customer service department has reached out to [redacted] on August 6 and again on August 14. [redacted] was not available either time but a customer service agent left a message for him to call back. The Choice Privileges customer service people can explain the terms and conditions of the program or [redacted] can look at the terms and conditions on www.choicehotels.com.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They called one time and I was not available. I called back to the person and number I was told and after ten minutes on hold was told that person was not available. I received an email saying they would call on the 14th, however, my wife was home all day and did not receive a call nor was there a message or anything on caller ID. I still believe that their ad running on TV for the summer program is misleading. It states that a couple earned a gift card when she had one stay and "we" (referring to her and her husband) had another. "We" is very misleading in that it implies you can combine various stays when in reality "she" must have two stays. For example if the husband booked the room and she stayed with him that would be "we had a stay." But that would not count under the fine print of the program. The use of the word "we" I believe is intended to mislead or why even use it? There are at least eight ways (between who books, whose Privilege number is used, and whose credit card is charged) "we" can stay in a room. Only one would count and that would really be "I" had a stay but my husband was in the room. I am okay with not getting a $50 gift card, I am not okay with misleading ads and having Customer Relations hang up on me which happened when I first contacted them. A check of posts on the internet will show Comfort Inns frequently does not honor their promotions. I encourage travelers to choose one of the many alternatives and avoid Comfort Inns.

Regards,

Review: I shipped my box to the wrong address. And it happened to be [redacted]. in [redacted]

And I went there to try to retrieve it, so I can send it to the right address.

The [redacted] receptionist refused to give me my package. So I told him to ask the manager.

The manager [redacted] emailed me and said he won't give me my package, because I am not [redacted] and

I should call the cop.

I told him that the [redacted] receptionist is being ignorant because that is the only thing that he knows... [redacted] think everybody is on drugs. And he wants DRAMA.

So I went back to Quality Inn and the [redacted] looking receptionist was there... I told her to call the police and she doesn't understand.

She looks at the warning message which say... "Don't give the package to that woman".

She calls the police and the police said they won't come because it isn't emergency.

She said I have to contact [redacted] to come get the package... I told her I don't have any money to do so.

So I had to go out and see if anybody got a phone to call [redacted]... but nobody wants to call.

So I went back to [redacted] and sat down and I said I won't go anywhere without my package.

[redacted] came in and told me to give him the [redacted] receipt and he kept the package and made copies of

my ID and library card, and medi-CAL card... And I told him that I was born with disfigure face. I am not homeless or on drugs.

[redacted] was the one on drugs... she didn't look like me at all.

So I left and I told jason that I will have [redacted]o investigate the broken camera. He and I opened the package... which is illegal

to open package when you are not [redacted], anyway.Desired Settlement: I want my package and I want my [redacted] receipt back to me. If he doesn't have my [redacted] receipt.. and threw away my package.

Then I want $26,000 for the loss, bias, and ill treatment.

[redacted] and the [redacted] receptionist would have gotten me arrested.

Business

Response:

Good Morning,

Attached is the response to this customer's complaint relating to a package delivered to the [redacted]. As Choice Hotels neither owns nor operates the hotels within it's franchise system we would consider the hotel's response final.

Regards,

Review: I was staying at a choice hotel in [redacted], Nm on my way to Arizona, and after I paid for the room, I saw their promotion : Take two separate trips - Earn one night free ([redacted]) so I signed up at that motel for the rewards. At that time, I told the desk clerk what I planned to do --- it would be ideal for me because I was taking a short trip to [redacted] (for one night) and then coming back from Arizona, and all within the dates. I asked if it was doable, and she said yes, as long as I booked before I got to the motel (so I couldn't use the one in [redacted]) I thought that sounded reasonable, I read all the rules on the card and on the website, and I followed them. And I stayed at [redacted] Comfort Suites in [redacted] for the 1st one, and then tonight I called ahead of time and booked the Quality Inn in [redacted]. I told the clerk it was my second time and that according to the advertising, the next one would be free, so I was ready to book it --- she said I better do it right away because it had to be within 24 hours (I wasn't aware of that stipulation, because it wasn't in the rules, but I abided and called) That's when the reservation guy told me he didn't see my rewards from today's motel. I said he should speak to the desk clerk and she would verify. He came back on and said I should call the membership services to make sure they were in my rewards bank and then I could get the free room. So I called, and she told me I had to wait 72 hours. I asked where that was on the rules sheet. She couldn't answer. She said if I had a complaint I should call the complaint department and gave me a number. I called that and they never answered for 10 minutes. I recalled the overall reservation number and he said I could use the rewards points, but I wouldn't be able to use the promotion because I had to wait 72 hours. I don't think it is right to make up rules and then no one knows about them, including the consumer. Thanks for listening to me .Desired Settlement: should have my 3rd night free, but now I won't be able to get it after the deadline May 15, and I should get it the next time I use a choice motel. (might be for a couple of months because we don't travel that much in the summer)

Business

Response:

[redacted] stay on April 30, 2013 did not qualify for the stay two times promotion because she booked with the hotel directly and not with www.choicehotels.com or the 800 number. The Terms and Conditions were available via the www.choicehotels.com website during the promotion and stated the following:

Terms and Conditions

*Free night is based on an 8,000 point Choice Privileges reward night

level. Members must register at ChoiceHotels.com before arrival and book their stays at ChoiceHotels.com or

800.4CHOICE at qualifying rates. Members may also book through a travel agent or

corporate online booking system. Choice Privileges member number must be

provided upon check-in. After a second qualifying stay with arrival between 2/28/13 and 5/15/13, you will be

awarded a minimum of 5,000 and maximum of 8,000 points, depending on how many

points were earned from your two (2) separate qualified stays. These bonus

points will allow redemption for a free night at the 8,000 reward night level at

over 1,500 hotels. A free night at most Choice Privileges locations

requires more than 8,000 points. Choice Privileges Diamond and Platinum

members who register and book through ChoiceHotels.com will receive an additional 100 Choice

Privileges bonus points with every qualified stay during the promotional

period. For Comfort Inn®, Comfort Suites®, Quality®, Sleep Inn®, Clarion®,

Cambria Suites® or Ascend Hotel CollectionTM hotels, a trip is

defined as a stay that is any number of consecutive nights at one hotel

regardless of check-ins or check-outs. For Econo Lodge®, Rodeway Inn®, Suburban

Extended Stay Hotel®, or MainStay Suites® hotels, a trip is defined as a stay

that is two (2) or more consecutive nights at one hotel regardless of check-ins

or check-outs. Allow 72 hours from check-out for points to post. You must

maintain an address in the U.S. (including U.S. territories) or Canada to be eligible for this

promotion. For Choice Privileges program details, eligible rates,

eligible countries and point redemption rules, visit choiceprivileges.com.

We are sorry [redacted] suffered any inconvenience but the rules were not followed for this promotion.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: none of the days I stayed did I do it through the two ways that were stated in what the business posted (which, incidentally, is the first time I was able to read since it is on a card at the hotel counter but not in the advertisement they give you. and NO ONE TOLD ME THAT WAS WHAT YOU HAD TO DO --- they kept saying at the counter that I was all taken care of. It is like I said --- these people had no intention to give this "deal" to people. And they don't have to worry about this customer again. I will NEVER stay at a choice hotel again. Nor any of my friends, I hope.

Regards,

Review: Worst experience ever, Hotel owner and staff is terrible, Refused to change sheets from old customers,Reserved 3 rooms for 2 night stay, We got 35 mins late to check out due to health problem of my 63 old father,They charged $75 dollars per room extra ,Threatned to throw out of hotel ,Even called Cops to search rooms.Never heard something terrible like this. Shame on this kind of hosptilaty.No one should go to this place.Desired Settlement: Letter of apology and refund of overcharge, Change in business practise for future customer.

Business

Response:

Please see attached response.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:This is verystrange how this hotel is still in business,Instead of accepting their fault they are blaming us,I fail to understand how this [redacted] is sleeping at night after so much lies,We came to hotel for family pleasure not to create a scene or fight anyone.But [redacted] remember my works you will out of business very soon due to you and your staff beheviour.Goodluck.

Regards,

Review: My complaint concerns the abusive denial of earned "points" in the rewards program of Choice Hotels.

When our family needs expanded to needing two rooms, we contacted customer service. We had prepaid for one room, and no other rooms were available. Meantime, there were rooms available at another Choice Hotel facility about 20 miles away. I asked if we could move our whole family there. I reasoned the first hotel would easily rent the vacated room since it was homecoming weekend at the nearby college, and they would be able to rent it for substantially more than I had paid. Second, I was willing to not receive back any money, even though the second hotel had a significantly lower rate. My plea for a little sanity and common sense was denied with great annoyance from Customer Service, and we ended up splitting the family into two locations 20 miles apart. Now, I have two complaints.

First, Choice Hotels has denied points to me in their "Choice Rewards" program for the room at the second hotel. They argue that I did not personally stay at that facility. However, if they had allowed us to keep our family together in one facility, they readily admit I would have earned points for up to two rooms. I do not believe they should be allowed to deny points when they created the situation in which we were not in the same facility.

Second, I am a participant in their "Stay Two Nights, Earn One Free" rewards program. The program rules state, and I copy and paste the exact text:

"After your second qualifying trip and ALL TRIPS THEREAFTER with arrival between September 5 and November 13, 2013, you will be awarded a minimum of 5,000 points... " [emphasis added]

It seems quite logical to me, then, that the night at the second Choice Hotels facility is an additional trip, and I should be awarded the 5,000 points or more.

The key point to remember here, is that it was our desire to stay under one roof, and we would have accepted the points for two rooms at one location without further commentary. The fact that we were forced to stay in two different Choice Hotel locations was hugely inconvenient, and we should receive the rewards based on (1) the points we would have earned if we were under one roof as we requested, plus (2) the points we were forced to earn by being in two different hotels.Desired Settlement: Our desired outcome:

1) Add 1,980 points to my Choice Rewards account which I earned for the second room I paid for, and in which my family stayed in; and

2) Add a minimum of 5,000 points to my Choice Rewards account for a "trip thereafter"

Business

Response:

October 22, 2013

Review: On August 13 I reserved a room through a third party website for what I believed to be August 14-15 for comfort inn [redacted] OH tollgate location.

Upon arrival in August 14. I was informed that the reservation was for the prior date. I advised Laura the front desk attendant there must be a mistake. She repeated it was for the day prior. So I then said yes we are passed that can you help me for today. She mentioned my card was charged and that the room was for yesterday not today. I drive in from [redacted] and just wanted to reserve a room for the day I needed August 14. Apparently there was some miscommunication somewhere, I then said "so you can not help me for today?" I wanted to reserve a room. Apparently that set off the general manager Henry D[redacted] to the point where he began to verbally assault me screaming and yelling. (I was accompanied by my 6 year old son) A horrible experience at comfort inn hotels [redacted]. I attempted to book a hotel room for today August 14-15. To earn my cash back I booked through this site. Unfortunately for whatever reason a mistake somehow occurred and the confirmation was set for yesterday instead. Upon arrival today, I was treated like never before due to the mix up. I was screamed and threatened by the manger, was told I was stupid for using a third party service and to take my business elsewhere and that the card was charged and that I needed to take responsibility for using a third party site. (Mind you, I not once asked for a refund or money back. We travel for work and our hotels are paid for by the company, I understood there was a mistake that I would have to handle on my end. I just wanted a room for that day. I ask if I could be helped for a room Today! Which the manager Henry said "it's too bad not his problem"

We obviously did not stay there. I went to a country inn down the street where I was welcomed with open arms, still in shock and mortified about the whole situation. I have my statements showing my reservation and payment here at this new and much friendlier hotel. Please help. Thank you for your time in advance.Desired Settlement: I would like for an employee of a company especially a manger to handle and respect a customer no matter he situation without insulting them. I was beyond mortified that a manager (make) would speak to a customer much less a woman with a child in that way. It was in tears and no one should ever have to feel that way when there is a service to be provided. It's sad I just wanted to share my story in hopes that the manager is counseled in proper customer device maybe even anger management. Setting all of the things that were said there was obviously a better way to handle the situation. Never in my life have I experienced such disgrace.

Business

Response:

Dear [redacted];

I have had two separate experiences where I was supposed to have earned points for a promotion and then never received the points. I called and was given different reasons for the problem and eventually told I would not receive the points. They were not friendly either. I wanted to warn others about this company.

Review: I was a guest at The Econolodge on [redacted] in [redacted] Ontario on Saturday May 3rd and find myself extremely disappointed with my experience. The first issue we faced was being asked for a 100$ cash deposit at check in, with no warning. This caused my party to have to make a withdrawal at a store across the street, incurring hefty ATM fees. Upon arriving I was dismayed to find that the towels in the bathroom were stained with the previous user's makeup and what looked like a soft drink. It was also unsettling to find a shirt that belonged to the previous guest on the back of the door in the bathroom, confirming my suspicions that the room had not been cleaned attentively. My disappointment deepened when I realized the air conditioner was broken and the window had no screen or lock, preventing my party from leaving the window open while we were gone. We arrived back to the hotel later in the evening to a stifling hot room. However I looked past the mess in the washroom and the air conditioner malfunction, as I am a longtime and frequent customer of Choice hotels and found this to be very out of character from the usual consistent quality. However I awoke in the morning to a rash all over my chest and stomach and so at check out I mentioned politely that the bed sheets may need to be cleaned. I did not accuse the establishment of any wrongdoing or even make mention of my other concerns, but felt that perhaps other guests would be more comfortable if the sheets were changed. I was met with a curt "We don't have bed bugs here" and that was all. Then I was tossed the general managers business card . The staff were not only unapologetic but unhelpful and made me feel very unwelcome. I was not offered any apology despite my entire upper torso being inflamed and covered in red spots. As one who often chooses a Choice hotel because of the usual consistency and comfort, I was truly dumbfounded. After emailing the manager and not hearing back for a few days, then finally getting two responses then nothing I am at my wit's end. For nearly 150$ a night the service myself and my party received was inexcusable. The general manager's negligence only adds insult to injury.Desired Settlement: I am requesting a full refund for my one night stay at the Econolodge in [redacted] Ontario.

Business

Response:

After several email exchanges with the guest, I sent her the email below with our offer to resolve the complaint: Dear [redacted], Each Choice Hotel is individually owned and operated, Choice Hotels does not control the day to day operations of the hotel. In regards to reimbursing you for the cost of treating your clothing, I would have to refer you to the hotel to discuss that matter. In regards to reimbursing you for the stay with the hotel, I would not be able to issue a full refund to the credit card that was charged. We do not control the day to day operations, which includes the billing of your stay. What I can offer is a voucher good for 1 year that you can you use at any Choice Hotel property for $100.00. If you would like to accept this offer please reply to this email and provide the mailing address you would like the voucher sent to. Sincerely, [redacted] Executive Customer Relations Coordinator 6811 E Mayo Blvd, Suite 100 • Phoenix, AZ 85054Office: ###-###-#### • Fax: ###-###-#### [redacted]

Review: I stayed at the Quality Inn [redacted] from August 24, 2014 to August 25, 2014. I was assigned a room that had no air conditioner or heat, the television was not working and the bathroom door did not close. The condition of the room was sub par for what I was expecting and was filthy and the amenities were broken. After speaking to the customer service rep on August 25, 2014 about the defects all she could say was "we'll look into it." I was un satisfied with the room condition and the service at the Quality Inn [redacted]. The room condition was gross, even the bathroom was filthy.Desired Settlement: I want a refund for my stay because the room was filthy and none of the amenities were working.

Business

Response:

Review: My family recently stayed at a Quality Inn in [redacted] Fl for a Baseball Tournament. My daughter left her [redacted] in the room. I called and verified the case and was told it would be mailed this past Monday. Today I receive a call and all of a sudden it's not there. She indicates its really an [redacted] player. I find this very odd since we verified the case on Sunday. Since my call on Sunday we told our 9 year old daughter that her [redacted] has been mailed. Everyday she has gone to the mailbox looking for it. Your organization needs to make this right now as you have caused a major issue. I expect either her [redacted] be sent to us asap or your organization send us a new [redacted].Desired Settlement: Either existing [redacted] or a new one to replace it.

Business

Response:

Hello [redacted]: