Glenwood Suites

Complaint: [redacted] I am rejecting this response because:These people (and at this point, I mean the booking agency Choice Hotels, as well as the hotel itself, Glenwood Suites in Glenwood Springs, Colorado), clearly want people to accidentally book their rooms because they hide the fact that the "Advance Purchase" rate is in actual fact a "Nonrefundable Rate"Why don't they just call it that? There is nothing connotative about "Advance" that means "Non-refundable" I thought it meant that I was booking it earlyThe only way (as you can see from the pdf that Sean so helpfully sent) that you can tell that the rate you are selecting is nonrefundable is to purposefully click on the rate itself to get more information If they wanted to be an above-board, moral, and ethical company, they would either call the rate what it is - a non-refundable rate, or they would AS OTHER SITES I HAVE BEEN ON DO, have a check box that says something like "I understand this is a nonrefundable rate and by selecting make a reservation, I understand that my credit card will be charged for the full amount of the reservation within seconds (Literally 5)." THAT is what an ethical company who is not trying to get money in an underhanded fashion from consumers would do The ONLY PLACE in the booking process where the information that you are booking a nonrefundable fee comes up is below the Make A Reservation button (which you can also see in Sean's pdf - that really has been helpful.) BELOW the final sale button Generally, on websites that are built with customers, ethics and quality in mind, the final button is the bottom of the screen On my phone, I didn't see anything below the Make a Reservation button until it was too late Another example of how they are underhandedly trying to get funds that they haven't earned and don't deserve.ALSO, when I called within a minute to ask for a refund, their response of they "couldn't refund my money because it is a nonrefundable rate" is a nonsensical response Oh my goodness Have they spent it already? Are they saying they lost out on revenue from not being able to book that hotel room for the seconds that it was off the website? And then, the following day, the Choice customer "service" center claimed they called the hotel to see if they would give a refund because that decision is up to the hotelThe hotel supposedly said no When I called the hotel, they said it is up to ChoiceAnd if you have read this far, I'm guessing you know what Choice's response would be Clearly a scam to keep funds that they have taken in an unethical fashion And Sean seemed so nice over the phone Sigh Best Regards, [redacted]

I spoke to [redacted] 2-11-She said a friend [redacted] *is going the use her reservation on March 21-and the complaint she filed was against our the Franchise company Choice Hotels not our hotelHer complaint is about Choicehotels.com specifically mobile bookingBut I have included snapshots from my iphone booking the exact dates she booked it and is very clear that you are booking a non-cancellable reservation.Sean C***General Manager [redacted] Direct

I refunded Mr. [redacted] the minute he called me at the hotel which I told him. See attached refund receipt. I asked Mr. [redacted] to call [redacted] to explain that I'm refunding his money to cancel the reservation so I'm not charged the 17% commission from [redacted] for his reservation.

I spoke to *** *** 2-11-She said a friend *** *is going the use her reservation on March 21-and the complaint she filed was against our the Franchise company Choice Hotels not our hotelHer complaint is about Choicehotels.com specifically mobile bookingBut I have included
snapshots from my iphone booking the exact dates she booked it and is very clear that you are booking a non-cancellable reservation.Sean C***
General Manager
*** Direct

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted] Incidentally, I was NOT told that I would receive a refund or I wouldn't have made the complaint.  However, I have received a refund and am satisfied.  Thank you very much for your help.

Complaint: [redacted]
I am rejecting this response because:
These people (and at this point, I mean the booking agency Choice Hotels, as well as the hotel itself, Glenwood Suites in Glenwood Springs, Colorado), clearly want people to accidentally book their rooms because they hide the fact that the "Advance Purchase" rate is in actual fact a "Nonrefundable Rate". Why don't they just call it that?  There is nothing connotative about "Advance" that means "Non-refundable".  I thought it meant that I was booking it early. The only way (as you can see from the pdf that Sean so helpfully sent) that you can tell that the rate you are selecting is nonrefundable is to purposefully click on the rate itself to get more information.  If they wanted to be an above-board, moral, and ethical company, they would either call the rate what it is - a non-refundable rate, or they would AS OTHER SITES I HAVE BEEN ON DO, have a check box that says something like "I understand this is a nonrefundable rate and by selecting make a reservation, I understand that my credit card will be charged for the full amount of the reservation within 5 seconds.  (Literally 5)."  THAT is what an ethical company who is not trying to get money in an underhanded fashion from consumers would do. 
The ONLY PLACE in the booking process where the information that you are booking a nonrefundable fee comes up is below the Make A Reservation button (which you can also see in Sean's pdf - that really has been helpful.)  BELOW the final sale button.  Generally, on websites that are built with customers, ethics and quality in mind, the final button is the bottom of the screen.  On my phone, I didn't see anything below the Make a Reservation button until it was too late.  Another example of how they are underhandedly trying to get funds that they haven't earned and don't deserve.
ALSO, when I called within a minute to ask for a refund, their response of they "couldn't refund my money because it is a nonrefundable rate" is a nonsensical response.  Oh my goodness.  Have they spent it already?  Are they saying they lost out on revenue from not being able to book that hotel room for the 60 seconds that it was off the website?  And then, the following day, the Choice customer "service" center claimed they called the hotel to see if they would give a refund because that decision is up to the hotel. The hotel supposedly said no.  When I called the hotel, they said it is up to Choice. And if you have read this far, I'm guessing you know what Choice's response would be.  Clearly a scam to keep funds that they have taken in an unethical fashion. 
And Sean seemed so nice over the phone.  Sigh.
Best Regards,
[redacted]

I spoke to [redacted] 2-11-16. She said a friend [redacted]. is going the use her reservation on March 21-25 and the complaint she filed was against our the Franchise company Choice Hotels not our hotel. Her complaint is about Choicehotels.com specifically mobile booking. But I have included...

snapshots from my iphone booking the exact dates she booked it and is very clear that you are booking a non-cancellable reservation.Sean C[redacted]General Manager[redacted] Direct

Complaint: [redacted]
I am rejecting this response because:These people (and at this point, I mean the booking agency Choice Hotels, as well as the hotel itself, Glenwood Suites in Glenwood Springs, Colorado), clearly want people to accidentally book their rooms because they hide the fact that the "Advance Purchase" rate is in actual fact a "Nonrefundable Rate". Why don't they just call it that?  There is nothing connotative about "Advance" that means "Non-refundable".  I thought it meant that I was booking it early. The only way (as you can see from the pdf that Sean so helpfully sent) that you can tell that the rate you are selecting is nonrefundable is to purposefully click on the rate itself to get more information.  If they wanted to be an above-board, moral, and ethical company, they would either call the rate what it is - a non-refundable rate, or they would AS OTHER SITES I HAVE BEEN ON DO, have a check box that says something like "I understand this is a nonrefundable rate and by selecting make a reservation, I understand that my credit card will be charged for the full amount of the reservation within 5 seconds.  (Literally 5)."  THAT is what an ethical company who is not trying to get money in an underhanded fashion from consumers would do.  The ONLY PLACE in the booking process where the information that you are booking a nonrefundable fee comes up is below the Make A Reservation button (which you can also see in Sean's pdf - that really has been helpful.)  BELOW the final sale button.  Generally, on websites that are built with customers, ethics and quality in mind, the final button is the bottom of the screen.  On my phone, I didn't see anything below the Make a Reservation button until it was too late.  Another example of how they are underhandedly trying to get funds that they haven't earned and don't deserve.ALSO, when I called within a minute to ask for a refund, their response of they "couldn't refund my money because it is a nonrefundable rate" is a nonsensical response.  Oh my goodness.  Have they spent it already?  Are they saying they lost out on revenue from not being able to book that hotel room for the 60 seconds that it was off the website?  And then, the following day, the Choice customer "service" center claimed they called the hotel to see if they would give a refund because that decision is up to the hotel. The hotel supposedly said no.  When I called the hotel, they said it is up to Choice. And if you have read this far, I'm guessing you know what Choice's response would be.  Clearly a scam to keep funds that they have taken in an unethical fashion.  And Sean seemed so nice over the phone.  Sigh.
Best Regards,
[redacted]

I refunded Mr. [redacted] the minute he called me at the hotel which I told him. See attached refund receipt. I asked Mr. [redacted]  to call [redacted] to explain that I'm refunding his money to cancel the reservation so I'm not charged the 17% commission from [redacted] for his reservation.