Realty III, Inc.

Dear [redacted],   I hope you’re doing well today. My name is Jose and I am writing on behalf of the Executive Offices of Choice Hotels International. I would like to thank you for taking the time to provide feedback regarding your experience with our customer service and tech support, as well as...

your corporate discount not working properly on the Choice Hotels Mobile App. Please rest assured, I am here to assist.   While reviewing your Choice Privileges account, I did find that your corporate ID is listed on your Choice Privileges profile. When inputting your membership details into our Central Reservations system to act as if to make a reservation, I am also alerted that there is a corporate ID attached to your membership number. This is definitely something that we would like to take a further look into for a better understanding, and in hopes that we may resolve this issue for you.   So that we may explore our options and do some basic troubleshooting, please give us a call at [redacted] or e-mail us at [redacted]. Any specific details such as any error messages you receive from the mobile app or your laptop would be greatly appreciated. When contacting us, please provide reference number 8967033.   We are committed to assisting you and resolving these issues for you. We look forward to hearing from you soon.   Sincerely,   Jose A[redacted] Guest Services Choice Hotels International

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 our Choice Privileges Promotion, 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 [email protected] at your convenience and refer to [redacted], we will be delighted to assist you.   Paula Executive Guest Services  tel         ###-###-#### fax        ###-###-####

[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:Dear [redacted],Thank you for your assistance in this matter.  Although I continue to receive spam calls, it seems the business does not claim responsibility for releasing my contact information.At this point, I have only my experience to attest to the unwanted calls, which started immediately following my submitting information to them.  Thank you again, and happy holidays[redacted]
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]

Dear [redacted], My name is Jose and I am writing on behalf of the Executive Offices of Choice Hotels International in response to your comments via the Revdex.com and your reservation at the [redacted] in Stratton, CO. I am disheartened to hear of the experience you encountered, and...

the frustration caused. We would like to the opportunity to speak with you further, and gather additional information so that we may review our options to rectify this matter for you. At your earliest convenience, please feel free to e-mail us at [email protected] or call us at ###-###-####. Your statement and concerns have been documented with reference number [redacted]. We look forward to hearing from you soon. Sincerely, Jose A. Executive Guest Services  [email protected] tel         ###-###-#### fax        ###-###-#### 6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com CC: [redacted]

Hello [redacted],Our goal is to make every reasonable attempt to adequately address all matters of concern raised by our guests, in a timely and forthright manner.We have followed up with management at the property and they have provided the attached document in response to your concerns. We...

value you as a customer sir and appreciate you taking time out of your day to provide us with feedback. Should you have any other questions or concerns please do not hesitate to inquire. De’ Carlo H[redacted]Coordinator, Executive DeskReputation Management Departmenttel        [redacted]tel        ###-###-####fax       ###-###-####Email: [redacted]@choicehotels.com A reservation under the name of [redacted] came in to our system on 10/07/2016 at 6:22PM the reservation was for a 1 bed Smoking room, guest had booked the reservation online, and we do not have a record of him calling directly to the hotel, we had a big group of students in house and they had reserved all of our non smoking rooms therefore nobody was able to book or see a non smoking room available online or directly with us.Unfortunately it was really busy that night (we were sold out) and it could be possible to wait longer than usual to check in, [redacted] was advised of his reservation for a smoking room, he asked for non smoking then, but was told we did not have any available, still he proceeded to check in accepting the smoking room. He was checked in to room 201, therefore room [redacted] could not be open with the given key, we are sure our clerk apologized for the misunderstanding, and directed them to the correct room.We do not have any calls from [redacted] reporting the condition of the room, therefore we could not verify any of his complaints, I can tell you while typing this letter inside the room, that the smoke smell is heavy, as it is always assigned to guest that smoke, have in mind that his original reservation called for smoking room.[redacted] claims that he left to stay somewhere else, again we were not made aware of that, we could have just check him out with no charge as he was not happy.[redacted] decided to stay his second night and was moved to a non smoking room next day and was given room 231, he claims the elevator was not working, I had personally checked our cameras (one pointing to our elevator) for that weekend and found guest and staff using the elevator with no problem at different times of the day, also I do not have any reports from guest or staff with issues on the elevator, again nothing was reported by [redacted], therefore we could not verify.Since he was given a new clean room ([redacted]) the following morning, there was no reason for our staff to go in the room, we only go inside after guest had use the rooms, usually the following mornings. [redacted] claims he went out for the day and came back to find $50 missing from the dresser. Unfortunately we were not made aware of this, our policy calls for authorities to get involved and file a report when there are claims of property missing.As far as the area were the hotel is located , we are an outdoor corridor hotel located in a busy lot full of24 hrs fast food restaurants (we are literally in the center of the lot), we can only control our surroundings to a certain extent, we try our best to keep non wanted individuals away from our property, but sometimes it is impossible, since the general area is considered public.The Rodeway Inn intends and works towards guest satisfaction every time, but also understand that sometimes guest might encounter situations that are not appealing to them, we always encourage our guest to inform us any inconveniences they might experience during their stay, and we try to fix any problems right there an then, unfortunately in this case [redacted] did not make us aware of many inconveniences he had therefore we were not given the chance to act accordingly.In an effort to continue providing good guest relationships we are issuing a credit for 1 night to a total of $90.79, that is posted today 10/18/2016.SincerelyArmando T[redacted] Hotel manager

RE: Experience at Comfort Suites Paradise Island in Nassau, BahamasDear [redacted]: I appreciate that you took the time to give us valuable feedback about your reservation made on our website. It was disappointing to hear the experience was below expectations. We are here to make...

this process as seamless as possible to get your trip started on a high note. I have researched your concerns to ensure we covered all bases. Our website displays all relevant information prior to confirming, cancelling, or changing any reservation.We do hope that you will give us another chance in the future and stay with Choice Hotels. 
Take Care,Shayla S[redacted]
Coordinator, Executive Customer RelationsPH: [redacted]
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:Nothing was done to resolve this issue other than an apology.  I asked for a refund because I paid $75 for 2-3 hours at this hotel.  The response didn’t even address the issue, or give any kind of resolve directly related to my complaint.  
Regards,
[redacted]

Hello [redacted],   I received your complaint via the Revdex.com about your experience with Quality Inn near Ft. Meade. 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. A complaint was filed with the hotel for you. The hotel had charged for one night’s room and tax on 8/29/2016 for a total of $91.45. This was fully refunded on 10/28/2016. Please allow up to 10 business days for this to show as a reflection in your account depending on your bank’s processing. Additionally, our hotels are independently owned and operated – rates from hotel to hotel may vary. We are unable to override the rates for the [redacted] Inn Conference Center in Bowie, Maryland in which you stayed. We’d like a do-over, and I hope you’ll give us another opportunity to show you a better experience with the Choice Hotels brands. We look forward to having you back! Laura P[redacted] Coordinator, Executive Customer Relations Reputation Management CC [redacted]

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.   Please allow me to apologize for...

any frustration and difficulty you endured in trying to get your concerns addressed.  I can only imagine how upsetting this has been for you.  As an Elite Diamond Member, you deserve better.  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 [redacted] at your convenience, we will be delighted to assist you.   Sincerely,  Kari [redacted]
[redacted]   [redacted]         [redacted]
[redacted]        [redacted]
[redacted]
 
                                        ...⇄ [redacted] [redacted]
[redacted]
[redacted]
 
[redacted]

July 30, 2015Dear [redacted],Thank you for taking the time to
share your experience with the Revdex.com. I am disappointed your expectations were
not met when contacting Quality Inn Conference Center in Logansport, IN
regarding the no show charge. While I understand your
frustration, and you have...

indicated you have spoken with the hotel management I
must defer you to the hotel in regards to your no show refund request. Choice
Hotels’ properties are independently owned and operated, and management at that
hotel has established operation policies regarding the cancellation and refunds
of no show charges.I hope you will stay with Choice
Hotels in the future; we look forward to having you back!Sincerely,Rob M.Executive CR
Coordinator,Reputation
Management

Hello [redacted], I apologize for any inconvenience caused. The fall promotion 2016 is that for every two separate qualifying stays you complete you will earn enough points for a free night at over 1,500 locations. Free night is based on an 8,000 pointChoice Privilegesreward night level. Registration required at ChoiceHotels.com/freenight before check-out. Members must book trips via ChoiceHotels.com, the Choice Hotels mobile app, or 800.4CHOICE at qualifying rates. Corporate travelers may book through a corporate online booking system. Choice Privileges member number must be provided upon check-in. After a second qualifying trip with arrival between 09/01/16 and 11/11/16, members will be awarded a minimum of 5,000 and a maximum of 8,000 bonus points, depending on the number of base points earned from the two (2) separate qualifying trips. We are not able to offer any additional points since you have received the correct amount of points as stated in the terms and conditions for this promotion.  Jamie C[redacted]Coordinator, Executive Customer Relations Reputation Managementtel         ###-###-####fax        ###-###-####[redacted]@choicehotels.com[redacted]Jamie C[redacted] Coordinator, Executive Customer Relations Reputation Management tel         ###-###-#### fax        ###-###-#### [redacted]@choicehotels.com CC [redacted]

Dear [redacted], My name is Jose and I am writing on behalf of the Executive Desk at Choice Hotels International. I would like to thank you for your comments provided via the Revdex.com regarding your stay at the MainStay Suites Conference Center in Pigeon Forge, TN. Feedback such is...

yours is truly appreciated. We are concerned about the details of your stay and would like the opportunity to speak with you. At your earliest convenience, please feel free to e-mail us at [email protected] or call us at ([redacted]. When contacting us, please provide reference number [redacted].  We look forward to speaking with you. Sincerely, Jose A. Executive Guest Services [email protected] tel         ###-###-#### fax        ###-###-#### 6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com CC: [redacted]

Dear [redacted]:  I'm writing on behalf of the Executive Offices of Choice Hotels International.  We received your comment submitted via the Revdex.com, and are following up with you regarding your recent experience. The comments and suggestions that we receive from our...

guests are important to us. Thus, your willingness to share your concerns regarding your experience at the Quality Inn & Suites Oceanfront in Virginia Beach, VA is genuinely appreciated. As each of the hotels within our franchise system are individually owned and operated, your comments were forwarded to their management to address. As I understand you are seeking additional resolution, please feel free to contact us at ###-###-#### or e-mail [email protected] to further discuss your experience. We are available Monday – Friday from 7 am – 6 pm Central Time. We look forward to hearing from you. Sincerely, Jose A. Executive Guest Services Choice Hotels International

[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:I called the number provided on Tuesday 3 Oct and spoke to Jodi.  She reviewed the complaint with me over the phone. She then said someone in the executive level had to OK deleting one room from the reservation. She put me on hold for 10 minutes and then said no one was available to approve the change. She would make sure that it would be reviewed and I would receive a response by Wednesday 4 October. It is now 5 October and it’s no response. I arrived at hotel and it still shows 2rooms. I have yet to receive a response from Choice executives. 
Regards,
[redacted]

Dear [redacted]
Thank you for contacting us
about your experience with our online reservation service.  It’s
disappointing to hear that this caused you frustration. 
After an examination of our
records, I have found that you selected to book the SAPR rate, which is a prepaid,
non-cancellable reservation.  You are notified three times throughout the
reservation process that you cannot cancel or change this type of reservation.
Our systems inquiry showed from your browsing session that two rooms were
selected and this was displayed accurately on the checkout page. I apologize
that I cannot assist you further with this matter.  I have attached a copy
of the terms and conditions you agreed to as listed on the website.
I do hope you will give us
another chance in the future to show you what a great experience you can have
with Choice Hotels.
Michael *. P[redacted]
Coordinator, Executive Customer Relations
Reputation Management
tel        
###-###-####
fax       
###-###-####
[redacted]@choicehotels.com

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 charges on your credit card, 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 ###-###-#### at your convenience and refer to [redacted], we will be delighted to assist you.  You can also email us at [email protected]. PaulaCoordinator, Executive Customer RelationsReputation Management tel         ###-###-####fax        ###-###-####

I'm writing on behalf of the Executive Offices of Choice Hotels International.    Thank you for taking the time to contact Choice Hotels. We show that this issue was already addressed on claim [redacted] and Revdex.com complaint #[redacted] Please contact Choice Hotels at...

[redacted] or by email at [redacted] with any additional questions.  Thank you,James PExecutive Guest Services

Hello [redacted], I received your complaint via the Revdex.com about your experience with the Comfort Inn O’Hare – Convention Center. 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 regret not being able to speak with you over the phone today. I have left a voicemail. In reviewing the systems investigation results, the Park + Fly rate plan was selected and viewed for an arrival date of 8/8/2016. The arrival date was changed to 8/16/2016. The Park + Fly was not available for this timeframe. Therefore, the Best Available Rate was available and booked for the reservation. During the check-out process, all relevant information is displayed to review and confirm, including the rate plan selected. This was confirmed at the Best Available Rate plan. 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, Laura P[redacted] Coordinator, Executive Customer Relations CC:  [redacted]

Hello [redacted], I received your rejection to my response of the Revdex.com complaint. As it turns out, the reservation was booked online under and advanced rate purchase plan. In the booking of these types of reservations it is agreed upon that the reservation is not able to be changed, cancelled, or refunded. This guarantee policy is displayed prior to confirming the reservation. I would not be able to refund the charge of the reservation. I hope that helps you understand how your situation was handled. We'd love to have you back at a Choice Hotels property next time you are in need of a place to stay. Take Care, Laura P[redacted] CC [redacted]

7/27/2015
 
[redacted]
[redacted]
New Berlin, WI [redacted]
 
Dear [redacted],
First, on behalf of all of us here at Choice Privileges Customer Service, thank you for being one of our valued new members.
I am writing on behalf of the Choice Privileges Department of Choice Hotels International.  We are concerned about the problems you recently experienced with regards to the Choice Privileges program Summer 2015 promotion. I am writing to thank you for taking the time to bring these concerns to our attention. We appreciate your feedback as a valuable member.
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, the Choice Privileges promotions have certain terms and conditions which must be adhered to. These terms and conditions can be found on www.choicehotels.com/giftcard, and are agreed to when a member registers for the promotion. The rules of each promotion are also located at the front counter of each Choice Hotel and in the breakfast area.
After reviewing your account, I see you were making your reservations directly at the hotel. The promotion requires you to reserve through 800-4-CHOICE, the Choice Hotels mobile app, or choicehotels.com. As you are a new member, I have placed the bonus in to your account as a one-time courtesy. If you would like to redeem for the gift card, please log in to choicehotels.com or call ###-###-#### to complete the redemption process prior to October 31st, 2015. There are many promotional gift cards for you to choose from.
Thank you for your loyalty to Choice Privileges. 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. If we can be of any further assistance, please contact us at ###-###-####.
Sincerely,
Chandra
Tier II Coordinator, Resolution Desk
Shared Services Department