Realty III, Inc.

[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: Hotel took money out of our bank account not just a hold but actually took money out. We called to cancel reservation and were told that no reservation existed in our name so we couldn't  cancel. Then, we were robbed out of our checking the $116.00 hotel bill that we would have been charged if we didn't cancel and did stay at the hotel.Request quick and immediate resolution.Regards,
[redacted]

Dear [redacted], I am writing from the Executive Offices for Choice Hotels. I can only imagine how frustrating this is and I apologize you have had a poor experience. They have done the investigation and have found that when the reservation was made you clicked on a room and then logged into your account and then took another room with the confirmation page showing two rooms.  I apologize we will have to stand behind the reservation. I appreciate your letting us know of your concerns.   Paula M Executive Guest Services  tel         ###-###-#### fax        ###-###-#### [redacted] Tell us why here...

Dear [redacted], I'm writing on behalf of the Executive Offices of Choice Hotels International. We are most concerned about your recent experience with our Choice Privileges Department 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. We would like to look into this matter immediately for you and was hoping you could verify the address of the property that you stayed at and your Choice Rewards account number at [email protected] or if you prefer you are welcome to contact our office at ###-###-#### and we will be delighted to assist you. Please note that our office hours are Monday Friday, 7 AM to 6 PM Central Time. Sincerely, Beckie Executive Guest Services[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.   The comments and...

suggestions that we receive from our guests are important to us. Thus, your willingness to share your concerns regarding your experience with the hotels pet policy at the Econo Lodge in Whiteville, is genuinely appreciated.   I have reached out to the hotel directly and spoke to Rinku, the General Manager.  She has advised that they have talked to you around 3:30-3:45 on August 14th and let you know you and your dog are welcome to stay at their property since you were not made aware of the pet weight limit.    We trust that you will look upon these matters as isolated incidents that are not indicative of the exceptionally high standards of service and hospitality that our hotels are known to offer.  If you have any further questions or concerns, please feel free to contact us at ###-###-####.   Sincerely,   Kari Executive Guest Services tel         ###-###-#### fax        ###-###-#### [email protected]                                                                                                    6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com CC: [redacted] Tell us why here...

Dear [redacted],I appreciate that you contacted Choice Hotels regarding your recent stay. I see that you are already working with my colleague Paula concerning this issue.  Paula’s reply is below.Thank you again for contacting Choice Hotels. I hope for a quick resolution that will allow you to...

continue staying at Choice Hotels with confidence. Kind regards, Kevin C.Executive Guest Services6811 East Mayo Blvd, Ste. 100Phoenix, AZ 85054Phone: ###-###-####Fax: ###-###-####Email: [email protected]’s reply to your inquiry: Dear [redacted] and [redacted], It is a pleasure to assist you. My name is Paula with the Executive desk for Choice Hotels. I can understand your frustration with being told you have two reservations thinking you had one and told that it would be cancelled. Then being charged for the breakfast on top of this. I apologize for this. In researching this I have found that the reservations were made on two different days and on two different websites. Both of these you would have to have given a credit card for. I have reached out to the hotel and they are looking into this for me. I will be in touch when I have more information for you. Thank you for choosing Choice Hotels! Have a Happy Holiday! Sincerely, Paula M Executive Guest Services tel ###-###-#### fax ###-###-#### [redacted]here...

Hello [redacted], I’m glad you reached out to us about your recent experience with the Choice Privileges Summer Promotion. It is disappointing to hear of the frustrations you’ve encountered. In reviewing the account, I was able to locate the redemption of the gift cards. As it turns out, the $100 were...

selected for redemption, rather than the $50 gift cards that were a part of the promotion. Per the terms and conditions, these transactions are final and not able to be refunded. 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] Coordination, Executive Customer Relations CC [redacted]

Hello
[redacted],
 
I
read your email about the difficulty you had recently. I want to ensure we have
all the details so this situation can be swiftly addressed. We would like to
speak with you to get that information at your earliest convenience. Please
give us a call at...

###-###-#### use reference #[redacted].
 
The
details we still need are: Hotel Name,
Hotel Street Address, Hotel City and State, Date of your arrival/reservation, Confirmation
Number, Name Reservation was In. When you call, our friendly agents will be
happy to further assist.
 
If
you would prefer to send the information in writing please reply to this email.
I look forward to speaking with you soon.
 
Jamie C[redacted]
Coordinator, Executive Customer Relations
Reputation Management
 
tel        
###-###-####
fax       
###-###-####
[redacted]@choicehotels.com
CC
[redacted]

Hello [redacted], I received your complaint via the Revdex.com. At Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our beds. We always strive to do better, and your communication helps us maintain a higher standard of quality...

control. I would welcome a chance to speak with you to get your reservation information when you have a minute to spare. You can reach us at [redacted]. We look forward to hearing from you! Take Care, Laura P[redacted] Coordinator, Executive Customer Relations CC: [redacted]

Hello [redacted],   This is Bryce from the Executive Customer Relations Department of Choice Hotels International again. We received your additional comments submitted via the Revdex.com, and are following up with you regarding your rejection of our response.   Please be assured that we are quite sad to see you go. We never would have terminated your account without you making the initial request with Paula, but you’re always welcome to join again at your convenience. Choice Hotel properties are independently owned and operated, and we rely on the hotel to make the final decision when it comes to credit card handling & legal issues (i.e. Fraud). We do not handle this level of concern here at the Executive Offices; Rather, in these situations we are more of a resource to help you get where you need to go to find the solution of the problem. Paula investigated what she could through the Executive Offices, but since we don’t work with credit card information that would be the only investigation we can do relevant to this case.   Since your goal is to get to the bottom of the credit card fraud, the hotel management would be the source to reach out to. They handle all of the credit card and legal issues that are brought to their attention on a day-to-day basis. You have already done all of the work you need to do. From here, we will take the wheel and direct you to a resolution. Since the investigation we put through did not suffice, I have submitted a formal complaint against the property which requires the General Manager to respond directly to you with a resolution within 72 hours. After 72 hours, Monday morning, I will reach out to you & discuss whether the General Manager’s resolution meets your satisfaction. If not, we can escalate this to management personnel above the General Manager and work our way up that ladder.   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 and trust that you will look at this as an isolated incident not indicative of the high level of service we hold each and every one of our employees accountable to.   Take Care, Bryce Coordinator, Executive Customer Relations Reputation Management   tel         ###-###-#### fax        ###-###-#### CC:  [redacted] Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I have said many many many times that I NEVER saw ANYTHING stating the reservation was non-refundable, non-changeable, & unable to be cancelled. I would NEVER have made the reservation if I had known or realized this. I WANT a REFUND of my money! This is nothing more than the company being inconsiderate & difficult.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]

Good morning, **. & [redacted], My name is Bryce and I'm writing from the Executive Customer Relations Department of Choice Hotels International. We received your comments submitted via the Revdex.com, and are following up with you regarding your recent experience. I am extremely...

disappointed to hear of your shortfalls and inconveniences faced at this property. The comments and suggestions that we receive from our guests are important to us. Thus, your willingness to share your concerns regarding your experience with seeing multiple charges from the Quality Inn, Orlando is genuinely appreciated. At Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our beds. I would welcome a chance to catch up with you when you have a minute to spare. I have documented your complaint onto reference # [redacted] so please feel free to email us or call us with this reference number and we will be more than happy to discuss this in more detail. You can reach me at ###-###-#### or at [email protected]. Our Executive Office is open from 7:00AM until 6:00PM Central and I will be here until the moment we are closed. We hope you’ll give us another opportunity to show you a great experience with the Choice Hotels brands.I look forward to hearing from you! Take Care,BryceCoordinator, Executive Customer RelationsReputation [email protected] tel         ###-###-####fax        ###-###-#### CC: [redacted]

Dear [redacted],  My name is Kevin and I'm writing from Executive Guest Services at Choice Hotels International. First, let me thank you for taking the time out of your busy day to reach out to Choice Hotels regarding your recent experience. It is greatly appreciated.We are very concerned...

about the issues you experienced with your Choice Privileges account.  Your willingness to share your concerns and observations is genuinely appreciated. We would welcome the opportunity to speak with you personally, with a view towards addressing these matters. If you would be so kind as to call our office at [redacted] or email us at [redacted] with any additional details. Please refer to comment ID [redacted]. We would be delighted to assist you.Thank you again for contacting Choice Hotels. We look forward to hearing from you.   Kind regards,  Kevin C. Executive Guest Services  Email: [redacted]

Dear [redacted], I'm writing on behalf of the Executive Offices of Choice Hotels International.   We are most concerned about the problems you experienced with the actions and performance of the hotel staff during your recent stay at the Comfort Inn located in Conway, South Carolina,...

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 at [email protected] at your convenience and refer to [redacted], we will be delighted to assist you. Sincerely,PaulaExecutive 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:
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]

Hello [redacted], I do apologize for the frustration in the situation and understand the sense of urgency to resolve. I have been in contact with our Choice Privileges department. I have thoroughly explained the issues you’ve raised. As a one-time courtesy, they have credited back 24,000 points per card redeemed for a total of 48,000 points. These have been added and are immediately available for your use. Your new account balance is 64,263. I thank you for your patience whilst we resolved this matter and we look forward to your next stay with us. Take care, Laura P[redacted] Coordinator, Executive Customer Relations CC [redacted]

Dear [redacted] :
 
Thank you for your most recent inquiry regarding your complaint with the Revdex.com. 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 reviewed our records and they indicate that this hotel has acknowledged your concerns.  It was disappointing to learn that you found their efforts to be unsatisfactory.  However, Choice Hotels International considers the hotel's decision to be final. 
 
We apologize for any frustration this may have caused and would like to thank you for raising your concerns with us.  We look forward to serving your future lodging needs.
 
Sincerely,
 
Gary D[redacted]
Coordinator, Executive Customer Relations
Reputation Management
 
tel         ###-###-####
fax        ###-###-####
[redacted]@choicehotels.com
 
 
[redacted] [redacted]
Phoenix, AZ [redacted]
ChoiceHotels.com
 
cc: [redacted]

below is copy of response sent to the guest:
Hello Ms. [redacted],
 
Thank you for email. I apologize for any confusion with regards to your point balance. Your account currently has a total of 17,140 points. The 11,840 points I was referring to are the bonus points your account earned for the promotion, which were just credited to your account, after we received the complaint from the Revdex.com.
 
The information that you received regarding each hotel having a different requirement for the number of points to use for a free night is correct. The amount of points required to redeem for a free night can range from 6,000 points to 32,000 points. However, there are over 1,000 properties nationwide that you can redeem a free night for 8,000 points. The terms of the promotion state that 2 stays (not 2 nights, but 2 separate stays at 2 different properties) qualify for a free night (based on an 8,000 point level redemption). The terms of the promotion are available for the public to view at www.choicehotels.com.
 
Sincerely,
 
Gary D[redacted]
Coordinator, Executive Customer Relations
Reputation Management
 
tel         ###-###-####
fax        ###-###-####
[redacted]
 
 
[redacted] [redacted]
Phoenix, AZ 85054
ChoiceHotels.com

I haven't done either. I wanted to see where this went first. I have spoken to 4 people ftom Choice Hotels who lied to begin with then 3 others told me its not company policy after I did what I was told to do from the start.  If you are unable to resolve this then I will not accept. If you do resolve this I gave no problem putting this behind me.[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 mostly satisfactory to me.  However, I still do not understand why they NEVER responded to my NUMEROUS LETTERS and EMAILS.  I used the addresses provided on their website, and SURELY one of the many messages would have reached them and they IGNORED it.  That is unacceptable!  Also, giving me 500 points is just a token response.  They could have done much more.  BUT, I do not want to linger the point any longer.  They did a poor job handling this, but that is the way some businesses are today.  Sad story!
Regards,
[redacted]