Choice Hotels International

Review: Choice Hotels International has a current promotion "Take two separate trips. Earn one night FREE at over 1,500 hotels!*". I registered for the promotion, took two separate trips to qualify for my free stay. I would like to stay in Chelsea, Michigan to see a play there. I called Choice Hotels to book a room in that city and was told that it did not qualify. The next closest city, [redacted] Michigan wasn't available either. The closest hotel to my destination is 35 miles away. I don't want to stay there. I asked about other locations within in the state and was told they were booked up. I don't want to stay where they tell me, I should be entitled to stay where I want and have the room paid for as stated in the promotion. I feel that the advertisement is misleading and doesn't promise what was presented.Desired Settlement: I would like Choice Hotels to honor my request and let me stay where I want. Or I would like some form of reimbursement for my stays since the promotion wasn't honored as presented.

Business

Response:

Dear **. [redacted]:

Review: On March 23, 2013 I checked in to the [redacted], NJ Econo Lodge, having a reservation. I am 78 years old, slightly disabled and did not receive ether [redacted] or [redacted] discount and was actually charged $10.00 extra for a so called handicapped room, which in no way was so equipped. The toilet did not flush; there was no extra toilet tissue or Kleenex. The shower barely had a trickle of hot water. The pavement and gutter between room door and car was filthy. The room was located directly behind the office, hence was very noisy.Desired Settlement: I am requesting a full refund.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Sun, Jun 9, 2013 at 1:31 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]

To: "[email protected]" <[email protected]>

I have received a letter on June 7, 2013 from Choice Hotels stating a reimbursement of $55.00 will be mailed to me by heck in the net I weeks, which when received will close the case.

Review: To whom it may concern:I am not sure which category the complaint would be listed under. On May 17th, I stayed at the Country Inn and Suites in [redacted],PA. I was charged $161.10 for the room and the total amount with all taxes was $178.83.I know that hotels charge extremely high rates during busy weekends to make as much profit as possible with no regard to the customers. However, during this weekend, the hotel was under renovations. The room had nothing on the walls with spots of white paint primer all over the room. The room had no refrigerator or microwave which was included in past hotel stays there. There was only one mirror (in the bathroom) which made morning preparation very difficult. There was mismatched furniture and it gave the appearance of being dingy (ex. the lamp base contained dust). I understand that the hotel was under renovations. However, they should not be charging the same high rate when they are renovating. I am asking for some reimbursement of the total they charged me. They did not inform me when I made the reservations that they would be renovating and the quality of the rooms would not be up to the same standard as in the past Had I known the quality of the room for the price they charged me, I would have made reservations at another hotel. Before filing this complaint, I had filled out the hotel survey with my concerns (11 days ago). I was contacted by their customer service representative by e-mail regarding my complaint approximately six days ago. I did state that I want some reimbursement of the room charges and if I did not get a response, I would file a complaint. I guess they did not think I was serious. I have not heard a response from the hotel representative and therefore I am filing this complaint I hope to get this issue resolved quickly. Thank you.Desired Settlement: I would like a $50 reimbursement for the quality of the room I received.

Consumer

Response:

[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.]

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,

Review: I stayed at above hotel for one night on March 30th, 2013 with my 3 months and 25 days baby, my mother-in-law and my husband in Room [redacted].I went to above hotel with a tour group from [redacted], my tour leader named [redacted], her cell phone: [redacted].There were three bites on upper left arm, and one bite on right knee after slept on the hotel bed. They became swollen, red and unendurable itchy on following day afternoon.I showed those bites to the hotel front desk-Jessica and my tour leader [redacted] when check out on Sunday morning 03/31/2013.I threw away some my baby's clothes and his quilt, machine washed all other clothes when came back home.I sent an email regarding above issue with hotel's Director of Sales-- [redacted], she forwarded my email to her general manager. I made phone calls with General Manager couple times in following April, he apologize to me, said would offer me a free one-night stay in his hotel. But it is not possible that I go to his hotel for staying one night and come back to [redacted], as I just took a tour to Washington, I am living in [redacted]. I told this to the General Manager, he said I could follow up my concern with his Manager-[redacted]. I made phone calls every two weeks and left voice messages in April and May 2013 to try to contact [redacted]. However, he never call me back and answer my phone call.Desired Settlement: Here are some costs and reimbursement I would like to get from above hotel:machine wash cost: $18.00my baby's cloths and quilt: $98.00estimated hotel costs: $100.00reimbursement for my emotional discomfort: $200.00total:416.00

Consumer

Response:

I would like to remove the reimbursement for my emotional discomfort: $200.00, and keep other charges.

thank you.

Review: I am issuing a complaint against Choice Hotels for false advertising and fraudulent practices. My wife and I stayed at seven different Choice Hotels in five different states on separate occasions during our recent trip to the East coast with the intent of taking advantage of their promotion Two Stays Pays $50 Gift Card. On 11 August I called Choice Hotels at their 800 number to request the $150 in gift cards I thought we had earned only to find I had to pre-register for the promotion before we stayed at any of their hotels to take advantage of this offer. We have read the many promotional ads at their hotels and on their web site and we see no requirement to pre-register for this promotion. I have heard from many Choice Hotel customers that they have not honored their commitment to provide a $50 gift card to those who spend two nights at different hotels. Im now a believer. Their promotion is inappropriately advertised and needs to be clarified or changed to make this a requirement. The agent I spoke with on 11 August also indicated I had not pre-registered for previous stays at Choice Hotels as well. We were not aware of this either. We have been members of Choice Hotels for many years and until now we have not been aware of any requirement to pre-register for any of their promotions. The agent agreed to override the last two stays and provide a $50 gift card for them but, as much as I appreciate the effort, this is insufficient to cover the other five stays of our current trip or my previous stays in Choice Hotels. We purposely make reservations via the net for the sole purpose of taking advantage of these promotions even if it is inconvenient to do so. We travel extensively and we enjoy their hotels but we are not likely to stay in any of their hotels in the future. I imagine they are losing many other customers as well for not honoring their commitment. This is false advertising and it needs to be stopped.Desired Settlement: Choice Hotels owes us another $100 to honor their promotion.

Business

Response:

Below is copy of response being sent to [redacted]:

October 13, 2014

Review: I stayed at The Quality Inn in [redacted] OK. September 26-29 of 2014. I was in room [redacted]. Where I was bitten in multiple places on my body by bed bugs, including my face. I have pictures of the bugs, the bites, also the deplorable conditions of the room, including mold. I was forced to throw all of my belongings away for fear of bringing bed bugs home. My face is swollen and pus is oozing from my chin. I hope there is no scaring.Desired Settlement: I lost 4 pairs of jeans, 6 shirts, 5 pairs of socks, 5 pairs of underware, 1 sweat pants, 1 night shirt. 2 bras, Retail value of 300.00

1 [redacted] Purse valued at 175.00

Make up valued at 125.00

Medicine for bug bites 20.00

For a total of 600.00

I will not back down from this. I do not want to go to court or hire a lawyer. I would like to handle this between The corporate office and myself. If we can come to an agreement on your company replacing everything I will not take this to court.

Business

Response:

Below is a copy of the response being sent to [redacted] in response to her complaint:

October 3, 2014

Review: I am a member of the choice privileges and choice hotels and have stayed there many times. My complaints are not getting credit for stays.Desired Settlement: I would like my stays credited for all stays. My stays were 10/26 thru 10/27. (wrong address used with no awards number.) 10/14 thru 10/15 listed under my name but a rewards number [redacted], 10/12 thru 10/13 ( LISTED UNDER [redacted] ALONG WITH WRONG ADDRESS IN MUSES MILSS KY AGAIN WITH NO REWARDS NUMBER. dates 10/07 thru 10/08(wrong spelling [redacted] and no rewards number). day stay or 10/13 thru 10/14 rewards number wrong listed as [redacted]) date 11/5 thru 11/6 ( right name and address wrong rewards [redacted]) dates 11/3 thru 11/4 (right name wrong rewards number of [redacted]) and finally 10/26 thru10/30( wrong spelling right address. listed as [redacted] along with a wrong rewards number of [redacted] Respectfully Dr [redacted]

Business

Response:

According to our Choice Privileges customer service department, Dr. [redacted] had several accounts open. Everything has been reconciled and all of his points are now in his main account. If there are any more issues, please have Dr. [redacted] contact the customer service department.

Review: Website advertised in Summer that two stays at their member hotels qualifies registered members for $50 gift card. No limit on # of cards. Registered on June 14 and stayed at 5 of their hotels during July. Now they claim I did NOT register, which is totally untrue, and therefore do not qualify for the gift cards. My browser history clearly shows that I used their registration page on June 14 at 12:42 am (and I clearly recall doing it).Desired Settlement: 1) Profound apology for reneging on promise on their website.

2) Rudeness of their phone agents: after long time on hold, the first agent put me on hold for long time, without saying he would do so, after I explained the situation thoroughly, then the next one claimed I called a second time, so I had to explain all of the details yet again. He or she (hard to tell from voice) also claimed that I registered today (too late for promotion). That too was false; I registered on June 14 (which was not too late).

2) Two $50 gift cards.

Business

Response:

[redacted] did not register for the promotion.

He signed up for the Choice Privileges program. Choice Hotels International, Inc.'s customer service department has given him points as a new Gold elite member and they have also given him a

second courtesy for the promotion. His new point balance is 12,213 points. Customer Service reach out to him so he understands how the

promos work in the future.

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: It is simply, totally false.As I already stated, I registered for the promotion on their website, on June 14 at 12:42 am.(I had "signed up for the Choice Privileges program" on the previous day (June 13). They are two separate operations, and I did both. I would not have limited myself to their hotels, had I not registered for the promotion.The first person (Frank) I spoke to when I called their customer service also claimed that I had not registered for the promo. I explained that it was NOT correct. Without any response whatsoever, he then suddenly put me on hold. I assumed he was either calling a supervisor to discuss it with me, or at least consulting a supervisor. After considerable wait, another person eventually answered (Joy or Joey). (S)he claimed that I had hung up and called again (also untrue) and that (S)he therefore had no idea what I was calling about. So I had to explain the entire situation yet again. (S)he claimed that I had indeed registered for the promo, but that it was after my stays in their hotels (again untrue), so it was too late. Again, I registered for the promo once and only once, at the date and time above. I clearly remember doing so, and I've confirmed the time and date with my browser history.

Regards,

Review: Arrived at the [redacted] Suites, [redacted] SD on Tuesday, August 26th, 2014. Checked in. Nice hotel, nice rooms, comfortable, updated. Great place.

Upon check-in, the front-desk employee stated breakfast was from 6-10AM. No further information, no pricing, etc. Fine. As with most hotels, especially in cities such as [redacted], we assumed this meant no cost since it had not been announced by the person who had just told us it was from 6-10AM.

Went to have breakfast in the morning, where there was no menu on the table. After all, if breakfast is included, why would I need to order something from the menu anyway? There was also no sign at the buffet to announce a price of $10/person.

Complained to the manager, who basically told me to deal with it, and then proceeded to send me photos of a menu. If breakfast was not at an additional price, and it is an open buffet, there is zero reason for me to look at a menu. He also sent a photo of a small card that was supposed to be included with the room key but was not. Their omission of "not free" is not ok.

The manager continued to argue with me and press buttons, until I told him off, and even then he continued to argue to ensure he could "have the last word".

The hidden costs are not ok. Being slapped with a tab at breakfast when we were not told earlier is not ok. Not openly telling guests that breakfast is not free, when you've just announced that breakfast is from 6-10 is not ok.Desired Settlement: Full refund of nights stay + breakfast tab for the misrepresentation of pricing, the failure to clearly state that it was not a free addition, and the manager's attitude toward a guest.

Room rate was $144.14. Breakfast was $21.29. Total of $165.43

Business

Response:

Below is a copy of the response being mailed to the guest:

September 25, 2014

Dear [redacted]:I am writing on behalf of the Executive Customer Relations Department for Choice Hotels International, to follow up with you regarding your complaint with the Revdex.com. We are concerned about the problems you recently experienced. I am writing to thank you for taking the time to again bring these matters to our attention and to apologize for this less than satisfactory experience.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.As we discussed, 4,000 points are being added to your Choice Privileges account as compensation for the issues you reported. The points have been added to your account as of today’s date. If we can be of any further assistance, please call our office at ###-###-####, we will be delighted to assist you.Sincerely,

Gary D[redacted]

Coordinator, Executive Customer Relations

cc: [redacted]

I stayed at a choice hotel in King George va the place smelled of mold the cream cheese at the breakfast was way past expiration and made one of my party sick it smelled of smoke though it was a non smoking hotel they took our extra pillows and did not replace them the jaccouzi did not work the staff said we had a messy room because we had a child and asked for a tip the rooms were not cleaned properly a receipt from the previous persons stay was found in the room for half the amount we paid just says later. The owner fought with me when I brought all of this to his attention and refused any responsibility apology or compensations for any kind

Review: Choice Hotels summer promotion described as "Earn a $50 gift card for dining, shopping, or gas when you take two separate trips.*" is disingenuous on the face of it. You can read it and think you know what it says, however, you do need to follow to the asterisk.

There you will learn some reasonable things, like some properties require two-night stays. Then there is this: "After a second qualifying trip with arrival between 5/22/14 and 8/20/14, member will be awarded enough bonus points to reach the 8,000 point level, which can be redeemed until 9/30/14 for one (1) $50 gift card at defined retailers on ChoiceHotels.com/giftcard."

What this says is that the MORE you spend with Choice Hotels, the LESS you will benefit via their promotion. I get 10 points per USD at most Choice properties. If I can manage to spend $90 total on my two stays, I would get 7100 bonus points. If I spend $400, I would get 4000 points. It turns out that when you call them, they have recognized the game they are playing and will always give you a minimum of 5000 bonus points but that is not disclosed in any place I could find on the web.Desired Settlement: This is bad advertising and makes all business look worse for seeing any business engage in it. I want to see a commitment never to offer promotions where spending more gets less benefit from any promotion. I would also like an apology from the person at Choice who hung up on me rather than discuss why I should not file a complaint with the Revdex.com.

Business

Response:

We apologize for any inconvenience [redacted] suffered. The Rules and Regulations for the $50 gift card promotion are posted on the Choice Privileges website. Many customers are very happy with this promotion and partake in it yearly.

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:

Review: I am an an Elite Diamond member of the Choice Privileges rewards program. The [redacted] (Code [redacted]) is a franchise of Choice Hotels and therefore an active participant of the Choice Privileges Rewards program. I stayed at the hotel 5 nights starting 6/26/2013. The hotel reported to the Choice hotels rewards program that I was a "NO SHOW" and therefore Choice Privileges Rewards points were not granted and the 5 nights credit towards level status not recorded. I submitted proof to the Choice Privileges Rewards program of the full charge for the 5 night stay, made numerous calls to both Choice customer service and the Roadway [redacted] with no results. Roadway [redacted] staff claimed to have also made calls to Choice with no results. If I was a "NO SHOW" as it was stated, then I was overcharged because the reservation policy states that only the first night will be charged in the case of a "NO SHOW". In either case, the [redacted] claims to not be able to correct their reporting mistake or overcharge, whichever the case may be because Choice will not allowed them to. Choice customer service had requested my supporting documents be faxed to them, which I did, again with not even an acknowledgement of receiving them.Desired Settlement: I should receive the advertised points for the stay as well as credit for the 5 nights. Additional points should we awarded for the countless anguish, aggravation and time spent in contacting both parties, Choice and their franchise. If the record can't be changed and it is to stay as a "NO SHOW" then the advertised policy of charge for the first night stay should apply and I should received due credit for the remaining balance that was already charged. After all this aggravation, either is the least that can be expected because in both cases, truth in advertising laws are being violated.

Business

Response:

This is a copy of the letter that was sent after resolving the complaint with **. [redacted]:

October 15, 2013

We stayed at the hotel in Somerset, PA for a conference this past weekend. I specifically selected the "executive" suite because of the layout. It was like having 2 rooms in one & with children that's essential.
Upon arrival we discovered that we were not in the suite we reserved but another. We were directly above the door to the ballroom so the noise & smoke wafted into our room at all hours. I had expected the hotel to be dated but the carpet was dirty and the linen was thin with colors from the 70s.
The pull-out sofa had only a thin fitted sheet with no extra blankets or pillows to be found anywhere in the room. We had 4 pillows on our beds but they were half the size of even a standard pillow. I called to request linens & was told to get them myself. I waited at the front desk & was finally given 1 thin blanket. "What else do you want?" A flat sheet? A pillow? I waited 10-15 minutes while they raided 2 other rooms that were "out of service" only to be told that the clerk had decided to bring them to the room. I made the long trek back through a maze of poorly marked halls.
When I complained I was met with annoyance & was told there was no manager on duty & because hotels were full, we had no options. I spoke with the manager the next morning who apologized but didn't adjust our rate or offer any solutions. She said she would speak with the general manager but of course, I never heard anything. We left early & headed home. For the rate we paid, we could have stayed next door at a more updated hotel & had the same amount of space we did in the "executive."
I was extremely disappointed with our stay. We cut our trip short specifically because of this experience. The staff was completely disinterested & anything but helpful. The conference we attend nearby is an annual conference so we will be returning to the area. We will most definitely not be staying at “Quality” Inn. There was nothing quality about our stay.

Review: I am contacting the Revdex.com to help resolve a dispute I am having with this hotel. I booked the room through [redacted] and checked in on March 28th, scheduled to stay 2 nights. I was traveling with my 6 year old daughter who wanted to stay somewhere where she could swim. I had noticed some trash (an empty sugar packet and a cellophane wrapper) on the floor beside the bed the day I had checked in but otherwise the first night's stay was fine. On the morning of the 29th, I saw a bug near the window and when I went to get rid of it, I opened the curtains to find lots of ladybugs crawling on the inside of the window, on the curtains and the heating unit. I later saw bugs on the walls, ceiling, floor and on my child's clothing which was on the bed.

I went to the desk to ask to be switched to a different room informing the desk clerk that there were bugs all over the window and the curtains. She asked if they were ladybugs and I replied yes. I asked her if this was a known problem and she said that it was and that they have an exterminator come in to spray monthly. I was given a key to a room on a lower floor but this room too had ladybugs inside the window and on the curtains. I returned to my original room and started packing up to leave. At this point the manager on duty called. I told her that the second room had bugs as well and that we were leaving. She offered to give me yet another room but I told her I had no confidence that this one would be any different. She then offered to have a maintenance man come to the room to get rid of the bugs but at this point we just wanted to leave. My daughter was very concerned about bugs getting on her stuffed animals. While packing up our things I pulled out the night stand to unplug a video player to discover more trash, dead bugs and toenail clippings on the floor. Moving a chair in the room uncovered yet more dead bugs and trash and I also noticed a red stain on the carpet at this time. I took many photos with my cell phone of the trash, toenail clippings, live and dead bugs as proof of the appalling condition of this room.

At around 10 am I had put the last of our belongings in our car and returned the keys to both rooms to the apathetic desk clerk. I expressed my displeasure at the filthy condition of the room and told her we were leaving. I told the desk clerk that I wanted to be refunded for my stay and was told that I would have to contact [redacted] about that. I also requested contact information for someone higher up than her to inform them of the condition of this room and was given the business card of the hotel's GM and was told that she would be in after noon. I emailed the GM at 11:37 on the 29th informing her that I had left the hotel and was contacting [redacted] for a refund but I never received a reply from her.

In the afternoon I called the number on the card but was told the GM wasn't in. Immediately upon leaving I called [redacted] to request a refund. The [redacted] rep explained to me that they would have to contact the hotel's GM to request a refund. I called [redacted] 4 times trying to resolve this matter, each time I spoke with them they told me they were unable to contact the GM. Finally on April 4th an [redacted] rep was able to reach the hotel's GM who first blatantly lied saying that I left on the 30th (I had returned the key to the desk clerk on the 29th) and then refused to process a refund claiming she wanted to be paid for the unused night.

I am currently trying to resolve the matter through [redacted]'s corporate customer service staff but I am not optimistic. Please assist if you can.

Thank you,

[redacted]Desired Settlement: I want to be refunded the money I am being charged for a night that I did not stay at the hotel. Considering the appalling condition of the hotel I feel I should be refunded my money for the night I did stay there (not to mention my expense for cleaning my clothing and my daughter's after returning home) but I would be satisfied if I could be reimbursed for the night I didn't stay at the hotel.

Business

Response:

Please see attached response

Review: I rented a comfort inn room in [redacted] on 11/10 and the covers had cigarette burns the floors in my room got my socks dirty, when It was time to serve breakfast they did not have plates to eat out of and they did not arrive until around 7:45 I complained to the front desk she said the lady's getting th from the back in which they brought them through the front door from the store which is something that should have been don't the previous day or night a lot of the customers had to make waffles and put them in bowls, they has no non stick spray for the waffle maker so everyone who made waffles had to pry them out with the fork which made crumbs everywhere and instead of the worker cleaning and understanding she went on to slam the counter drawers and make smart remarks towards us, I called the customer relations line and the lady I spoke with apologized and said on behalf of choice hotels they would give me one free night at any comfort in in which I agreed she then went on to tell me she would have to enroll me in the choice priviledges program and apply enough credits for a free stay I then agreed and when I tried to use the free night, each hotel I tried at I was told I could not use it and I had to have like 20,000 points to even use the points she put on the card claiming it was a free nights stay, this lady never told me they were credits towards a night stay,she told me a night free stay! I did not have time to keep calling and being told I can't use them and even though they supposedly enrolled me in this program I have stayed in 4 different comfort in hotels that I've paid for and haven't been given any credits and was told I need receipts. But I really don't want the card the only reason she said I had to have the card was to receive my free nights stay. I then spoke with a supervisor last night and was told she didn't even have the rights to give me a free night and she should have told me them were points towards a nights stay, I then told him why would I ask for a card I knew nothing about and why would I lie about what I was told. I told him it was very embarrassing thinking I had a free night and get to the room to be told they don't know what I'm talking about and I didn't have enough credits for a stay, I been confused since this happened because I actually called to make a complaint and was offered a free nights stay I never called to get one. They have never even sent me this so called card she Agnes me up for. She just gave me a member number to write down which was [redacted]. The supervisor said she didn't even put in the notes that she gave me a free stay he said all she put in was she offered me some choice points and I accepted them. I didn't even have a card. Why would I accept points for a program I didn't have? I feel like this lady lied to me on the phone just so there won't be a complaint on file and offered me something she couldn't and didn't put it in the computer now I'm told since she didn't say what she told me there was nothing they could do about it.Desired Settlement: I want this company to keep their word and give me the free night stay that was promised to me or return my money.

Business

Response:

Below is a copy of response to [redacted]'s complaint:

December 05, 2014[redacted]RE: Experience at Comfort Inn in [redacted], LADear [redacted]:Thank you for contacting us regarding your recent experiences. We appreciate that you took the time to bring these matters to our attention and apologize for your unsatisfactory stay.We, at Choice Hotels International, value your business. We realize that you have many options for accommodations and want to encourage your continued patronage. In this regard, and as a gesture of goodwill, we will be sending a check to you in the amount of $35.00. Your check will arrive within six weeks.Your feedback is important to us and we hope you will view this matter as an isolated incident, an exception to the high standards of service and hospitality our hotels are known to offer. We look forward to providing quality accommodations for you in the future.

Sincerely,

Review: I have been a Choice Hotels member since April 7, 2012, but have been a committed customer by staying at their Comfort Inn for many years now. The main reason why we choose this hotel line is simply because they offer free hot breakfast as advertised:

Your Morning Breakfast is full of hot and delicious options, making breakfast at the Comfort Inn [redacted] Airport the perfect way to start your day. Enjoy our free hot breakfast featuring eggs, meat, yogurt, fresh fruit, cereal and more, including your choice of hot waffle flavors!

However, on October 5, 2014, the breakfast options did not include eggs, meat, yogurt or fresh water. I had to complain several times about the selections as well as the quality of food. The lady who was responsible for setting up the breakfast area (mature and of [redacted] descent) was very rude and told me there was nothing she could do about the quality of food, basically indicating that we should eat the cold and stale biscuits and gravy. If she is so unhappy with her job maybe she should look into working elsewhere because she is not what I call the model employee especially when it comes to providing descent customer service. Even complained to the hotel desk clerk, Ms. Gloria and all I received was some story about the delivery truck never arrived reason why the breakfast options were limited. In turn, I asked to speak with the hotel manager, Pat A[redacted], but received the run around and was forced to deal with the desk clerk. The service was so terrible that I had to make a big deal with the front desk before they would even bring out fresh and hot food (biscuits and gravy) and fresh water. By that time, I was so frustrated from dealing with such ignorant people that I lost my appetite. The hotel did refund $10.00 to my account, however this is an insult to me as I did not get what was advertised and in this case, free hot breakfast. Why does a customer have to get upset and spend most of the morning complaining about the limited and poor quality breakfast items as well as the poor customer service? Even told them that I had been through similar events at other Comfort Inns with the breakfast and was provided a full-refund. Had a verbal debacle during check-out with the desk clerk, Ms. Gloria about this ridiculous situation simply because I questioned why are you making me feel even more uncomfortable by calling me and nagging about check-out time? Anyone with common sense would know, this is the last thing you do especially when you already have not been 100% with your customer service. Did ask to have the hotel manager, Pat A[redacted] call me on Monday, October 6, 2014, but she never did and I had to follow-up with the call which was just as horrible as her staff. It makes a lot of sense to me and truly do understand why her staff is unprofessional, rude, and obnoxious because they are doing exactly what she does, provide poor customer service!Desired Settlement: I am demanding 100% refund for not being provided free hot breakfast as advertised:

Your Morning Breakfast is full of hot and delicious options, making breakfast at the Comfort Inn [redacted] Airport the perfect way to start your day. Enjoy our free hot breakfast featuring eggs, meat, yogurt, fresh fruit, cereal and more, including your choice of hot waffle flavors!

Also, for the inconvenience and wasting my time all morning having to complain about the rude and poor customer service!

Business

Response:

October 31, 2014

Review: We have staryed at one of the property handeled by Choice Hotels International. The motel's name is "[redacted] Inn" located in [redacted]. We stayed for 3 nights starting Aug 1st till Aug 3rd and we booked 2 rooms. First of all eventhough we had booked Non Smoking room we were given Smoking Room 1st night. We had no choice late night and we had already paid through online booking so we had to stay that night. Next day they gave us different room which was not in good condition as well. Lots of Ants were there and washroom was not good but again we had to stay there cause we already paid and we were been told that we won't get our refund back. When we shifted to the new room we found out that we had left our [redacted] charger in the previous room. When we went to check the manager told that the house keeper has already clean the room so we have to ask her if she has found anything. She had left for the day so the next day the front desk ask her and she said no she hasn't found anything. We were very upset and left the hotel early in the day. Since we came back from the trip we had called in to Choice Hotels Customer Relation dept and complaint about this property. We were given ref # [redacted]. Property owner/manager were suppose to get back to us but nothing happened since 2 months so I had called back to Customer relation dept on Oct 14th and again I was been told that they can't do anything and they will ask the property to reply. Its Dec 2nd and still I haven't heard back from them so I called again and this time talked to Customer Relation Dept. Supervisor named "Stephney" and she also said that we can't do anything as Property Owner needs to reply. I have been in a situation like this with [redacted] properties and they have been very ethical in matte like this. We are looking for full refund.Desired Settlement: We are seeking a full refund for both the rooms

Business

Response:

Below is a copy of response being sent to [redacted] in response to complaint:

December 5, 2014

[redacted], ON [redacted]

Canada

Dear [redacted]:I am writing on behalf of the Executive Customer Relations Department for Choice Hotels International, to follow up with you regarding your complaint with the Revdex.com. We are concerned about the problems you recently experienced during your stay at the [redacted] Inn located in [redacted], CA. I am writing to thank you for taking the time to again bring these matters to our attention and to apologize for this less than satisfactory experience.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.As we discussed by phone today, what our office can offer to you, as a resolution to the complaint, is a check in the amount of $90.00. If you would like to accept this offer or if we can be of any further assistance, please call our office at ###-###-####, we will be delighted to assist you.Sincerely,

Gary D[redacted]

Coordinator, Executive Customer Relations

cc: [redacted]

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:

Review: Windows... such a wonderful product! Originally, I logged onto the Choice Hotel website for accommodations near my destination of the Ohio State Fairgrounds. I was "supplied" with an "address of a location said 12 minutes" from my destination" [redacted], OH. I opened several other "windows" to find best prices. I was unaware, Choice Hotels website provided a hotel 45 minutes from my destination. The [redacted] area code matched what I knew was a [redacted] area code... I thought nothing more.

I logged in and out over the course of a few days. The [redacted] area was booked due to three LARGE events... Since I was originally provided with the "faulty" information as it provided the "best" rates. I booked accordingly, knowing if I did not book, I may not end near my destination.

En route to my "hotel"destination, my daughter, who was meeting me there, informed me it was 45 minutes from the destination. I live 75-90 minutes from my destination. I had no idea [redacted] was 30-45 minutes from where I live. I am not originally from [redacted]. I immediately phoned Choice Hotels; a dispute was launched. On the day in question, I spoke to Choice Hotels to book near my destination, nothing close was available.

Today, I was informed that the investigation concluded that the search indicated I went to the site. I have at least 7-10 windows open at a given time searching for promo codes, discounts... the original search provided faulty information... perhaps, there were no hotels available due to the massive bookings... that is acceptable. I do not feel I should be penalized for a "booked" area that the website led me to believe was 12 minutes from my destination. After further research, I have discovered that there is a fairgrounds 12 minutes from the [redacted] hotel... but it is NOT the Ohio State Fairgrounds.Desired Settlement: Refund my monies, let's call it a day.

Other than an American/Canadian membership, I have not had problems with your corporation.

I did not stay at said facility. On the day in question, I tried to have your reps locate a facility within your "group of hotels" once I discovered an error occurred but your company could not locate a hotel within an acceptable distance from my destination; otherwise, I would have booked with your company.

I ended up contacting a [redacted] resort who had last minute availability, which is where we stayed that weekend.

Business

Response:

June 6, 2014Dear [redacted]: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 regarding a request to change your reservation for the Comfort Inn in [redacted], Ohio, and we are writing to thank you for taking the time to bring these concerns to our attention. Please accept our apology.Choice Hotels International’s goal is to provide quality accommodations and dependable service to all of our guests. In this regard, and to insure accuracy, our internet reservations service displays all relevant information to a reservation prior to it being confirmed. This is especially true when a guest is reserving at the Advance Purchase rate as this rate cannot be changed, cancelled nor refundedonce the reservation has been confirmed. This policy is in place for these reservations in order to be able to offer guests a deeply discounted guaranteed rate while stilling offering them the ability to earn points with our Choice Privileges program.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,

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:The response offers no explanation/satisfactory solution as to WHY Choice Hotel's website recommended a hotel 45 minutes from my destination stating it was 12 minutes from my destination.My Internet search was made the weekend prior to booking reservations on Monday morning. Choice Hotels' website recommended a location indicating it was 12 minutes from my destination of the Ohio State Fair Grounds/Expo Center. I had no reason to doubt their website recommendation as I have used it before. What I did do was open additional windows that weekend to ensure I was getting the "best price."Just to clarify, I live 1.75 hours from said destination.On the second day search, as time grew late Sunday evening, I decided to call it a night and did not make reservations that evening. I continued to leave my Internet window open and I did not turn off my computer. Since I knew I was weary Sunday evening and would not recall Choice Hotel's recommendation, I left my Internet [redacted] window open and I did not turn off my computer so I could continue to keep their recommendation. On Monday when I came home for a very late lunch, I clicked on the open window and I verified the price offered was still good. I booked the reservation per the original recommendation per Choice Hotel's website the weekend prior. The group I was meeting informed me I need a two night stay... I booked the second night per Choice Hotel's original recommendation.Since the I trusted the website information that the recommended hotel was "12 minutes from said destination" and the hotel had an area code of [redacted] which I KNOW is a [redacted] exchange, I did not question Choice Hotel website's original recommendation.

I phoned Choice Hotels and Comfort Inn indicating that I had just discovered en-route that the hotel was NOT 12 minutes from my destination but 45 minutes from my destination. I attempted to change reservations and make reservations for a location closer to my destination, however the representative had NO availability within 12 minutes of my destination.

I have phoned Choice Hotels several times to resolve this matter and I have been informed the "team" has verified my clicks. I have requested proof of my clicks as I questioned if they corresponded with the original recommendation the weekend prior to booking. I have received snide remarks from staff/managers indicating no such proof would be supplied.I continue to request written proof along with screen shots that the weekend prior to booking the information provided by Choice Hotel's website that I selected a destination other than the Ohio State Fairgrounds. I recommend your "team" recreate my scenario where recommendations are made via your website (two days) a weekend prior... and two days later, clicking on the same screen and booking your recommendation.HAD Choice Hotel's website NOT given me faulty results, I would have most certainly sought accomodations closer to my destination as I was aware I had a 5:30am showing at the [redacted] Fair Grounds.Choice Hotels staff seems to inform me of nothing more than... you booked accommodations, we asked twice... tough luck...Regards,

[redacted] PS: Why would I book reservations 1/2 way between my destination and where I live?? That was not my intention.Why would I call when en-route to book somewhere closer to my destination the second it was discovered by my daughter and relayed to me? Regardless of the situation, Choice hotel operators could not help me book a hotel closer to my destination. I did, in fact phone my [redacted] Resorts team who was able to assist.I might as well have driven from home the same morning to my destination and saved $90.00.... I was misled by Choice Hotel's website, period.

Business

Response:

Below is a copy of the response being mailed to **. [redacted] in response to her rejection of our previous response:

June 19, 2014

Review: on January 26 I stopped at the Econo Lodge in [redacted] Va and asked the gentleman at the desk if there was any vacancy and if they allowed pets.He answered yes to both questions and gave us a room. Now the motel charged me a 100 dollar fee for having pets and they don't allow them. They claim the $100 fee is to have the room cleaned. I don't feel I should have to pay the fee because the gentleman at the desk lied to me. I think it is bad business to be lied to. If he had been honest with me I would have gone to the [redacted] Motel near by. I went to the Econo Lodge because I have a choice award card. I have called the hotel several times and the person they say I have to talk to is never there. I have called the corporate office and they said I would hear from the manager within 72 hours. Nine days later I get a letter saying $100 for deep cleaning the room. If anyone should pay the $100 it should be the desk clerk that lied to me.Desired Settlement: refund to my credit card as they lied to me and I feel I did nothing wrong. I was honest from the beginni g.

Business

Response:

Below is a copy of letter being sent to [redacted] in response to complaint:

May 28, 2014

Review: This so-called business has issued a charge for ZERO service and has charged me $189.40 for no service rendered and I did not authorize the transaction. I was researching if I like to go to an Econo lodge in [redacted], NC to see if it would be better for my family or not. I searched all the way including entering in my Credit information but I DID NOT authorize a transaction and yet I was still charged. I explained to them the error, however they refused based on a no cancel no refund policy. This information was not prelude to me until after the charge was made and I seen it on my Checking Account and seen the information for the room on my Email. This Idea of no refund. no cancel is an Outrageous, Despicable, Shameful, and unbelievable GREEDY practice and I will NEVER EVER nor will any of my associates EVERY use this company Again. It is Disgraceful, Dishonorable, and Down Right DIRTY Practice. Not having the ability to correct a mistake weather it be a online internet mistake, human error, or even nature, the ability to fix a problem, correct it, or at least APOLOGIZE for it, Should ALWAYS be at a Companies disposal. I was told NOTHING can be done, IT is a STRICT, STRICT, Policy. This Policy is an ERROR. ANY one else I have EVER dealt with Weather it be Hotel, or another service has ALWAYS Respected me as a Consumer and WENT OUT of THEIR Way to Fix the Problem. Choice Hotel did the OPPOSITE and treated me as if I was ignorant or even stupid. It is an COMPLETE insult to me and my entire family. I WILL not stand for it and things must change. This Policy MUST at ALL Cost be Change and FIXED NOW.Desired Settlement: Repay and a Cancel room Plus a double back money for the insults and lies from the employees at the ###-###-#### Plus for future patrons have the policy CHANGED IMMEDIATELY

Business

Response:

Below is copy of response being sent to [redacted]. Thank you

May 20, 2014