Realty III, Inc.

Thank you for your questions regarding this matter.  I booked my stay through Choice Hotels website.  The hotel we reserved our stay with was Comfort Suites Bypass. Address: [redacted], Williamsburg, VA [redacted] Phone: ###-###-#### Direct Link I Booked Through:...

https://www.choicehotels.com/virginia/williamsburg/comfort-suites-hotels/va560

Dear [redacted], Thank you for getting back to us. It is greatly 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 [redacted] with any additional details. We would be happy to assist you. Please refer to comment ID [redacted]. Thank you again for contacting Choice Hotels. We look forward to hearing from you. Kind regards,   Kevin C. Executive Guest Services [redacted] Blvd, Ste. 100 Phoenix, AZ 85054 Phone: ###-###-#### Fax: ###-###-#### Email: [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]

duplicate complaint cid [redacted]:We made the mistake of booking a room in Zanesville Ohio with Choice's Econolodge franchise week of august 30th for travel on the 3rd of september. After a 14 hour drive we followed the gps to what I can only call a decrepit, filthy dive. There were streetwalkers and...

derelicts drinking alcohol for a bag on the street in front of the motel--and rather than the lovely, modern glass and stone facade pictured on Choice's website--there was a peeling, molding and rotting wood facade with filthy windows, spider webs and rot showing. We told the front desk staffer, who identified as the wife of the franchisee, that there was no way were staying and to cancel the reservation; she refused because it was 6:45 and their cut off was 6pm; I reminded her that we were not cancelling for our convenience but because of the motels' misrepresentation--she asked that I check in and see a room before making judgement-- I advised her that there was NO WAY we were spending the night in one of those rooms--there was no need to see the inside--the neighborhood and the exterior were plenty. She refused to adjust our reservation, charging us 92 dollars and 89 cents--plus we had to backtrack 28 miles to find a reasonable hotel with a pet friendly policy to replace their trash pit.I would like very much for Choice to admit that they misrepresented the condition of the property and the neighborhood--and I would like a refund of both the false charge from the zanesville property as well as our additional cost out of pocket to find another room and then for the hours of calls to their 800 number and corporate offices with no resolution.

Good Afternoon, Thank you for reaching out to us, and thank you for your Elite membership as a Platinum Choice Privilege member as well. I am most concerned about the issue you have raised regarding our Fall promotion Stay two times, earn a free night. As a Choice Privilege member, for each...

promotion we ask that you register for that promotion that would include you accepting the terms and conditions. I can understand how you may have misunderstood the actual award distribution and for that I am deeply sorry. The primary rule of the promotion is “Take two separate trips and earn enough points to redeem for a free night at over 1,500 hotels.” I see that you received 14 awards during the promotion period. You really maximized this promotion to your benefit. You are a new member to our Choice Privilege program since August and we do value your loyalty, I personally would like to offer you 1,000 points as a good will gesture to say thank you. Please advise if you will accept this offer and I  am happy to add them for you. Again, we thank you for your loyalty to the Choice Hotel Brand.   Take Care, Cathy W[redacted] Coordinator, Executive Customer Relations Reputation Management   tel         ###-###-#### fax        ###-###-#### [redacted]@choicehotels.com 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I am writing to inform you that I have been ill since returning from Italy. I began having asthma complications after spending time in the hotel room at Hotel [redacted]. I have experience continuous frequent and painful asthma attacks. I have visited my doctor twice due to this matter and can present documentation. I have take two doses of steroids and  one course of antibiotics since my return. I do believe that is related to my time I spent in the unsafe room as well as the stress related to this incident I experienced in Venice with Hotel [redacted]. [redacted]
Regards,
[redacted]

Hi [redacted],   Thank you for your ELITE MEMBERSHIP LEVEL Choice Privileges membership.   I have received your Revdex.com comments regarding the Points Plus Cash reservation offer verses a regular paid reservation. Please let me explain the reason behind using Points Plus Cash. I tried reaching out to you, today via phone, but it seems we keep missing each other.   With each of our hotels, their point requirements per night may fluctuate from hotel to hotel, season to season and now at some locations from week end stays to weekday/ midweek stays. These changes were brought about to give each of our members more options to make their reservations. Whether using points only, paid only or a Points Plus Cash option.   The points required by each hotel are in no way calculated by the amount of money the hotel is requiring per night to make a paid stay. These amounts requested whether it be paid or with points will change as business grows or sinks. So if a hotel is not very busy in say the winter season, than their points required and even their rate required may come down. Such is the same if the hotel is doing great business, they rate will go up or they may have a higher point requirement per day.   With the Points Plus Cash, again there is no correlation between the points plus cash charge amount to what the hotel is charging per night. How the Points Plus Cash works, is we allow members to use the lowest 1 night point requirement and then offer the ability to purchase the rest of the required points to complete the reservation to equal what the hotels actual point per night requirement is.   This option is available for all of our hotels nationwide. With this offer, we understand that it may not be what each of our members is looking for. Points Plus cash is offered as another reservation option for each member to find a reservation that works for their budget and points they may have in their account.   I do hope this answers your question regarding the issues above. Please let me know if I can be of any further assistance.   I have forwarded your concerns to my direct supervisor for review as well.   If you have any questions regarding this matter, please do not hesitate to contact the Executive Desk at ###-###-####. Our office are available to you Monday- Friday from 7:00 AM until 6:00 PM Mountain time.     Johneshia D[redacted] Coordinator, Executive Customer Relations Reputation Management   tel         ###-###-#### fax        ###-###-#### [redacted]@choicehotels.com     [redacted] Phoenix, AZ [redacted] ChoiceHotels.com

Below is copy of response sent to [redacted]:
Dear [redacted]:
 
Thank you for your most recent inquiry regarding the Comfort Inn located in Lake Charles, LA. 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.
 
Since each Choice Hotels International property is independently owned and operated, their operations policies are written and enforced by the individual management at the property.  With this in mind, we must defer to the hotel for their response to your comments regarding one of their policies. 
 
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
 
 
6811 E Mayo Boulevard
Phoenix, AZ 85054
ChoiceHotels.com
 
cc: LA187 8317234

Hello [redacted],I received your complaint via the Revdex.com about your experience with the Comfort Suites Bypass in Williamsburg, VA. 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 understand you are frustrated with the complaint process. As our hotels are independently owned and operated, complaints are sent to the hotels to be addressed. I’m sorry to hear of the experience you encountered with the hotel. As they have fully refunded the reservation charge, I would have to refer you to the hotel for further resolution. We hope you’ll give us another opportunity to show you a great experience with the Choice Hotels brands.Take Care, Laura P[redacted]Coordinator, Executive Customer RelationsReputation ManagementCC [redacted]

Hi [redacted],   The Choice Privileges promotions have certain terms and conditions which must be adhered to. These terms and conditions can be found on https://www.choicehotels.com/deals/free-night 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.   Free nights start at only 6,000 points and the point values of hotels vary based on location and time of year. Free nights can range up to 35,000 points per night. The spring promotion awards a free night equal to 8,000 points once two separate qualifying stays are in your account. As stated on the promotional material, most Choice Hotels are more than 8,000 points per night. 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!   Johneshia D[redacted] Coordinator, Executive Customer Relations Reputation Management     [redacted] Phoenix, AZ [redacted] ChoiceHotels.com

Revdex.com,  We have spoken with the guest and this matter has been resolved to the satisfaction of the guest.  Sincerely,BeckieCoordinator, Executive Customer Relations Reputation Managementtel ###-###-####fax ###-###-####[email protected]

Hello,
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. We are still currently working to attain...

resolution for this concern. We will follow up with you expeditiously  Thank you for your patience in this matter.
 
Regards,
 
De’Carlo H[redacted]
Coordinator, Executive Desk
Reputation Management Department
 
tel        ###-###-####
fax       ###-###-####
[redacted]@choicehotels.com
 
CHOICE HOTELS
[redacted]
Phoenix, AZ [redacted]
ChoiceHotels.com

[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: There was false advertising.  The advertising said that if one stayed two times, the guest could stay one night free in the future.  Even though Choice Hotels has lowered the amount needed to stay one free night at the motel where I earned the points from 16,000 to 10,000, that is 2,000 less than required for a free night. 
Regards,
[redacted]

Dear [redacted],   First allow me to apologize for the frustration you’ve gone through regarding this matter. We want our guests to always have a stress free experience and this was not the case. For that we are sorry.   I have looked into your account and can confirm that you current and...

active account is [redacted]. On May 28th your account [redacted] was closed and a total of 2,930 points were transferred over to the newer account. On June 11th a total of 34,420 points were then credited. In total your account has currently 62,604 points. This includes your stays from May 23rd, May 24th, May 25th, June 6th, June 7th, June 8th and June 9th in addition to any bonus points awarded as part of our summer promotions.   My hope is that this information has alleviated any concerns about your points or stays not transferring or posting.   Sincerely,   Susan   Susan A[redacted] Team Lead, Reputation Management   tel         ###-###-#### fax        ###-###-#### [redacted]@choicehotels.com     6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com

[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:Choice Hotels' "guarantee" program is misleading
Regards,
[redacted]

[redacted]It is my pleasure to assist you. My name is [redacted] and I am writing on behalf of the Executive staff at Choice Hotels. 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 would love to have the opportunity to assist you with any concerns you might have regarding accessing your Choice Privileges account. Your best resource for assistance with your Choice Privileges account would be our Choice Privileges Member Services department. These specialists can be reached by phone at [redacted] and the Service Center is available 7 days a week from 7 a.m. until 8 p.m. Mountain time. You are also welcome to reach out to Executive Guest Services at [redacted]. We are available Monday through Friday from 7 a.m. until 6 p.m. Central time. Thank you again for contacting Choice Hotels and making us aware of this issue. We are always happy to assist one of our valued guests and Choice Privileges members. We look forward to hearing from you.Kind regards, Kevin [redacted]
*
[redacted]
*

Dear Mr. [redacted], Thank you for contacting us regarding your stay at the Comfort Suites Suffolk – Chesapeake in Suffolk, Virginia. We appreciate that you took the time to bring this matter to our attention and apologize for not fully meeting your expectations.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, we will be sending a check to you in the amount of $290.40. 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,
Shayla S[redacted]
Coordinator, Executive Customer Relations
 
tel         ###-###-####
fax        ###-###-####
[redacted]
 
 
[redacted]
Phoenix, AZ 85054
ChoiceHotels.com
 
 
cc: [redacted]

Dear [redacted], Thank you for contacting us regarding your stay at the Econo Lodge Inn & Suites and your experience with our online booking process. We appreciate that you took the time to bring these matters to our attention and apologize for not fully meeting your expectations.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 have offered you a final resolution of a refund check in the amount of $164.83. Should you accept this offer 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.
Take Care,
Shayla S[redacted]
Coordinator, Executive Customer Relations
[redacted]

Hello [redacted],
Thank you for reaching out to us to share your concern with your recent experience with you Choice Privilege account. It is disappointing to hear you did are unable to access your account.
I can see this matter is important to you so I forwarded your comments to the Choice Privilege...

department. They have advised me that they have contacted you to assist you in resetting your password. Please contact them back at your convenience for assistance.
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 ###-###-####.
Take Care,
Jamie C[redacted]
Coordinator, Executive Customer Relations
Reputation Management
 
tel         ###-###-####
fax        ###-###-####
[redacted]@choicehotels.com

[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]