Realty III, Inc.

Below is copy of the response to [redacted]'s complaint:
 
Hello [redacted],
I’m following up with you about your communication regarding your reservation at Comfort Inn, Newport News VA. Thank you for taking the time out of your day and giving me the opportunity to help you.
The hotel has agreed to only charge your credit card in the amount of $261.60. 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 will help us maintain a higher standard of quality control. We hope that we can continue to be your Choice in the future.
It’s been a privilege working with you. If you should need any further assistance, I’ll be waiting with a smile and am just a phone call away. You can reach me at ###-###-####.
We look forward to having you back!
Take Care,
Jamie C[redacted]
Coordinator, Executive Customer Relations
Reputation Management
 
tel         ###-###-####
fax        ###-###-####
[redacted]@choicehotels.com

Hello, this complaint was resolved on December 16th to the customers satisfaction.

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. I want to thank you for...

bringing this matter to our attention and I sincerely apologize for all the frustration you have endured in trying to get this matter resolved with your Choice Privileges membership.  Your comments and suggestions that we receive from you are truly important to us.  I have been in contact with the department that specifically handles your concerns.  They are diligently working on your case to get this fixed for you today.  They have advised me that they will make contact with you directly to get this resolved.   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 Customer RelationsReputation Managementtel         ###-###-####fax        ###-###-####[email protected]                                                                                                    6811 E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.com 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. First, we would like to extend our apologies for your experience with the Comfort Inn Pentagon City in Arlington, Virginia is genuinely appreciated.  Choice Hotels International encourages complete satisfaction to all of our customers and hope that you will consider this an isolated incident.  At the same time, we also appreciate your comments because what we learn from your experience can help us maintain quality services. I want you to know that your comments have been duly noted by this office.  Since each of our affiliated hotels are independently owned and operated under a franchise agreement, I am forwarding your comments to the hotel management so they may respond directly to your concerns.  We view these matters seriously.  Our hotels are interested in the welfare and comfort of their guests and you will be receiving a response from the hotel within 72 hours.   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 S.Executive Guest Servicestel         ###-###-####fax        ###-###-####[email protected]                                                                                         6811 E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.comCC: [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:You were led to believe Choice Hotels is still investigating my complaint, they are not! I never received the email you referenced from Choice Hotels on 4/27/17. Below in the email I received from Choice Hotels on 4/25/17 @ 3:26 pm:Dear [redacted],I am writing on behalf of the Executive Offices of Choice Hotels International.  We are concerned about the problems you recently experienced with the wrong name being added to your reservation, and we are writing to thank you for taking the time to bring these matters to our attention.  Please accept our apology.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.  Our goal at Choice Hotels International is to provide dependable service at reasonable prices to all of our guests  Your Choice Privilege account had been terminated.  We are sorry to see you go.  The investigation found the agent who made your reservation didn’t verify your Choice Privilege account information properly and again I apologize.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.   PaulaCoordinator, Executive Customer RelationsReputation Management tel         ###-###-####fax        ###-###-####Note: The paragraph marked in “Red or Bold” was omitted on your copy of the email from Choice Hotels and replaced with “Please know we will reach out to you within the 7-10 business days!”.My concern is not that their agent used the wrong Choice Member account, (I did all the investigating by providing evidence, which showing their agents negligence.) My concern is their agent may have fraudulently used or sold my credit card to a third party.  Choice Hotels has not and is unwilling to take any ownership and responsibility to investigate this possibility. In a phone conversation on 4/25/17 with Paula in “Customer Relations” repeatedly stated Choice could not have fraudulently used my credit card and this issue is between me and my bank. Her only offer was to award me with more Choice Privileges points, which I declined.You were led to believe Choice Hotels is still investigating my complaint, they are not, they have terminated my Choice Privileges account and glad to see me go![redacted]Indianapolis, IN [redacted]Phone ###-###-####[redacted].[redacted] Regards,
[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: Crystal did not cancel the rooms nor did any one else. I spent hours on the phone with your representative who put me on hold while he spoke to John, the hotel manager ,and then again while he spoke to Jody at the front desk. They both confirmed the amount of rooms I had and also rooms booked under my spouse. I am out more than 6,900 points and several hours of time. My spouse is out more than 3000  points. perhaps next year my group should stay at the nearby [redacted] and get IHG points if Choice does not care any more about loyalty? I deserve a minimum of 20,000 points since that would not even come close to what it cost to stay there with points 25,000 points equals one night!!!Regards,
[redacted]

[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 is genuinely appreciated. Our records indicate that these missing [redacted] gift cards have been resent to you.    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 [redacted]   Sincerely,   Kari Executive Guest Services   [redacted]         [redacted]        [redacted]
                                          ...⇄ [redacted]   [redacted]

Good Day,  I have attached a screenshot of the guest stay details. Please let me know if I can assist further. Thank you, Johneshia Executive CoordinatorCC: [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 are 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, we will be delighted to assist you. Sincerely,  Kari S. Executive Guest Services tel         ###-###-#### fax        ###-###-#### [redacted]@choicehotels.com                                                                                                  6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com CC: [redacted]

Hello [redacted], Thank you for reaching out to us to share your concern with your recent online reservation. I can see this matter is important to you. As it turns out, the reservation was booked as an advanced rate purchase with the agreement that it cannot be changed, cancelled, or refunded. I have...

included the terms and conditions below as shown during the booking process: GUARANTEE POLICY: This is a pre-paid and non-cancellable rate plan. Once your reservation is confirmed, cancellations or changes are not allowed (including changes to the guest's information). No refunds or credits for early departure, cancellation or no-show. It requires full pre-payment for the entire stay and is fully non-refundable. Your credit card will be charged for the total amount within 24 - 48 hours of booking. The room(s) you have reserved will be held until 7:00 AM the morning following your scheduled arrival date. Once these types of reservations are confirmed, we cannot make any changes to them. 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! Take Care, Laura P[redacted] CC [redacted]

January 28, 2016
 
[redacted] 
[redacted]
Clarksburg, MD [redacted]
Dear [redacted]
 
Thank you for reaching out to us to share your concern with your
recent experience with Choice. I’m writing on behalf of Steve J[redacted] CEO of
Choice Hotels International. He...

has forwarded your comments to me and asked
that I follow up with you. It is disappointing to hear you did not have a good
experience with our Choicehotels.com website.
 
We also want you to know that every effort is made to ensure the
best possible service is provided to our customers.  Our website undergoes
extensive work and calibrated daily.  Still, problems do occur.  Rest
assured that your comments have been reviewed by one of our system analyst
during you first call. The analyst reported back stating:
 
“The reservation was created on 12/27/2015. I was able to
find there was an error when the guest viewed his checkout page. However, the
session shows that the guest selected a date of arrival of 01/10/2016 at the
beginning of the session. They then viewed several pages that all displayed
this date of arrival. The rates page that he viewed before confirming his
reservation, also stated the terms and conditions of the advanced purchase
reservation. There is no evidence that the guest ever intended the date of
arrival for this reservation to be for 12/28/2016.”
 
We trust you will look upon this matter as an isolated incident
that's not indicative of the high standards of service and hospitality our
hotels are known to offer.
 
We want to thank you for taking the time to share your concerns
with us.  We look forward to having you back!
 
Take Care,
 
Johneshia D[redacted]
Executive Coordinator, Customer Relations
 
CC: [redacted]
v

Dear [redacted],   I'm writing on behalf of the Executive Customer Relations Department of Choice Hotels International to follow up regarding your recent Revdex.com comments. Please accept our apology for the problems you experienced with our Choice Privileges Member Service...

Center and Central Reservations offices. We want you to know that the comments we receive from our guests are important to us.  Your willingness to share your experience is genuinely appreciated.   We also want you to know that every effort is made to ensure the best possible service is provided to our customers.  Our Member Service Specialists and Central Reservation Agents undergo extensive training, and are selected very carefully.  Still, problems do occur.  Rest assured that your comments have been reviewed by this office, and forwarded to our director of reservations and Choice Privileges for whatever corrective action may be required.   Our Fall 2016 Choice Privileges Promotion was to stay with us two separate times between September 1 and November 11 to earn enough points for a FREE night. After two qualifying stays, members will earn up to 8,000 points – enough to redeem for a free night at over 1,500 hotels. The new Winter 2016 Promotion is Earn double points, up to 30,000 bonus points, this winter on every qualifying stay, between December 16, 2016 and February 9, 2017. In order to participate in promotions you must register prior to booking on choicehotels.com, AND your stay must be booked through choicehotels.com, the Choice Hotels Mobile App, or by calling 1-800-[redacted].   We trust you will look upon this matter as an isolated incident that's not indicative of the high standards of service and hospitality our hotels are known to offer.   We want to thank you for taking the time to share your concerns with us.  We look forward to serving your future lodging needs.   Sincerely,   Shayla S[redacted] Coordinator, Executive Customer Relations Reputation Management   tel         ###-###-#### fax        ###-###-#### Shayla.S[redacted]@choicehotels.com      [redacted] Boulevard Phoenix, AZ 85054 ChoiceHotels.com         CC:  [redacted] Tell us why here...

Hello [redacted],
Thank you for reaching out to us to share your concern with your recent experience with our online reservation site and the Advance Purchase program. I’m writing on behalf of the Executive Customer Relations Department of Choice Hotels International. We were forwarded your...

comments submitted to the Revdex.com. It is disappointing to hear you had difficulties with your reservation.
I can see this matter is important to you so I forwarded this to our website team to investigate what occurred while you were online making this reservation. They were unable to determine whether or not there were two rooms showing when you confirmed your reservation simply because there were multiple action sessions or searches associated with your account. Since we could not determine what exactly occurred, we have contacted the Sleep Inn in Ogden to have the second room (the smoking room with two double beds) cancelled and a refund processed back to your credit card.
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 will help us maintain a higher standard of quality control. We hope that we can continue to be your Choice in the future.
We look forward to having you back!
Take Care,
Susan A[redacted]
Team Lead, Reputation Management
 
tel         ###-###-####
fax        ###-###-####
[redacted]@choicehotels.com
  
[redacted]
Phoenix, AZ [redacted]
ChoiceHotels.com

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 and for your Choice Privileges membership. Both are greatly appreciated. We are...

very concerned with the issues you experienced with your reservation at the Quality Inn & Suites Haywood Mall Area. Your willingness to share your concerns and observations is truly 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 ###-###-#### or email us at [email protected] 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 6811 East Mayo Blvd, Ste. 100 Phoenix, AZ 85054 Phone: ###-###-#### Fax: ###-###-#### Email: [email protected]: [redacted]

Hello Mr. [redacted]
Thank you for reaching out to us to share your concern with your recent experience with I’m writing on behalf of Chelsie M[redacted], Manager of Choice Hotels International. She has forwarded your comments to me and asked that I follow up with you. It is disappointing to hear...

you did not fulfill your stay at one of our trusted brands.
I can see this matter is important to you so I am asking that you contact us to provide us with reservation information and specific hotel location. Once this information is received, we can contact the hotel directly as each hotel is 100 % responsible for their own billing.
Choice Hotels International believes in empowering local businesses, and since each hotel is independently owned and operated we want them to have the first opportunity to make this right.
In the meantime, please don’t hesitate to give us a call at ###-###-#### and we’ll be happy to help.

Take Care,
Cathy W[redacted]
Coordinator, Executive Customer Relations
Reputation Management
tel ###-###-####
fax ###-###-####
[redacted] 


CC: [redacted]

UI","sans-serif">Hello [redacted],
I'm following up
with you about your communication from the Revdex.com following your experience at Comfort
Suites in Allentown, PAThank you for taking the time out of your day and
giving me the opportunity to help you
I previously
forwarded your concerns to the hotel management I show at this time the Comfort
Suites has refunded $for the breakfast concerns you had while visiting
the property . At Choice Hotels we are on
a mission to provide exceptional service to every person that rests their head
in one of our bedsWe always strive to do better, and your communication will
help us maintain a higher standard of quality controlWe hope that we can
continue to be your Choice in the future
We look forward to
having you back!
Take Care,
Rob M[redacted]
Executive Coordinator,
Reputation Management

[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]

Dear [redacted],   My name is Jose and I am writing on behalf of the Executive Offices of Choice Hotels International in regards to your complaint we received through the Revdex.com. [redacted], Choice Hotels has documented and addressed your concerns, however, we will not be...

providing any compensation for this matter. We have considered his matter closed. We hope you will understand. Sincerely,      Jose A. Guest Services Choice Hotels International Tel [redacted] [email protected] E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com

Dear [redacted], My name is Jose and I am writing on behalf of the Executive Offices of Choice Hotels International regarding your comments brought to our attention via the Revdex.com. We would like to thank you for taking the time to provide feedback and asking for assistance regarding...

your Choice Privileges rewards membership. Upon quick review of your account, I can tell you that the reason you have earned a different amount of points for 1-night stays at the same hotel in Danville, KY is because one of your two stays qualified for bonus points towards our currently Fall promotion where two separate stays can earn you enough points for a free night at a hotel requiring 8,000 points. I understand you have additional questions regarding your Choice Privileges account and the [redacted] Your Extras credits. We would be happy to speak with you directly regarding your account, as well as the issues you encountered when contacting our customer services departments. At your earliest convenience, please feel free to e-mail us at [email protected] or call us at ###-###-####. Again, we appreciate your feedback and look forward to hearing from you soon. When contacting us, please provide reference number [redacted]. Sincerely, Jose A. Executive Guest Services [email protected] tel         ###-###-#### fax        ###-###-#### [redacted] Phoenix, AZ [redacted] ChoiceHotels.com CC: [redacted]

This complaint is not for my location. I am the Best Western Pentagon Hotel and not the Comfort Inn.