This is in response to your letter dated 05/29/with Case ID # [redacted] We have carefully reviewed and investigated the matter and would like to present our findings as follows:• We did have a reservation for Mr [redacted] However, it was for arrival on 6/7/and not 05/24/the day he actually arrived at the hotel and demanded a room that he had booked(Please see confirmation attached)• The reservation made by him was at a restricted rate and came with the following stipulation: "It is an advance purchase room that cannot be cancelled or changedFull payment is charged at the time of booking and is non-refundable”(Please see screen shot document attached.)As for the allegations, of rude behavior, by our staff are concerned, we would like to dispute themIt was merely the staff trying to explain to him the terms of the reservation he had made and that she could not therefore help any furtherThis obviously was not what Mr [redacted] wanted, so he continued to verbally attack the young lady (staff) in question, The staff in question was so distraught that she called for her supervisor to help console her as she was very shaken by the attack on her.I am sorry for the inconvenience that was caused to him due to this restricted type of booking he made.Your understanding in this matter is sincerely appreciated.Sincerely,Sam S [redacted] General Manager
Good morning, **& [redacted] , My name is Bryce and I'm writing from the Executive Customer Relations Department of Choice Hotels InternationalWe received your comments submitted via the Revdex.com, and are following up with you regarding your recent experienceI am extremely disappointed to hear of your shortfalls and inconveniences faced at this propertyThe comments and suggestions that we receive from our guests are important to usThus, your willingness to share your concerns regarding your experience with seeing multiple charges from the Quality Inn, Orlando is genuinely appreciatedAt Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our bedsI would welcome a chance to catch up with you when you have a minute to spareI 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 detailYou can reach me at ###-###-#### or at [email protected] Executive Office is open from 7:00AM until 6:00PM Central and I will be here until the moment we are closedWe 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]
Below is copy of response sent to [redacted] : sending response to gst and posting to Revdex.com's site: Dear [redacted] : I am writing on behalf of the Executive Customer Relations Department of Choice Hotels International in response to your complaint filed with the Revdex.com We are concerned about the problems you recently experienced with your reservation at the Comfort Inn located in San Diego, CA and we are writing to thank you for taking the time to bring these matters to our attention Please accept our apology 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, our internet reservations service displays all relevant information to a reservation prior to it being confirmed This is also true when guests cancel or change their reservations via the internet Occasionally miscommunications can occur when guests make their reservations through the internet, and we apologize if that is what you encountered 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 Sincerely, Gary D [redacted] Coordinator, Executive Customer Relations
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: My review was not posted Choice Hotels has failed to provide an explanation as to how this hotel is rated stars out of when they disregard negative reviews I received an email in regards to my Revdex.com complaint ID # [redacted] made with the Knoxville Tennessee Revdex.com It stated after multiple attempts, they did not receive a response from the company I attempted to upload attachments of pictures in this response but was unsuccessful Pictures include toilet seat, drooping stained bathroom ceiling with what appears to be mold, trash, dirt, and debris under the bed, two pairs of socks (one dirty pair) belonging to a previous guest, empty liter bottle of mountain dew under bed, picture of massive pile of towels in bathroom after room was not cleaned for two days Video of toilet overflowing and me plunging it and cleaning up the pool of toilet water I chose this hotel based on the high ratings that I now suspect are fraudulent Since I cannot warn future patrons with my review, I will be forwarding my video and pictures with a complaint to the Sevier County Health Department as well as the local media Regards, [redacted] ***
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.comWe would like to thank you for taking the time to provide feedback and asking for assistance regarding your Choice Privileges rewards membershipUpon 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,pointsI understand you have additional questions regarding your Choice Privileges account and the [redacted] Your Extras creditsWe would be happy to speak with you directly regarding your account, as well as the issues you encountered when contacting our customer services departmentsAt 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 soonWhen contacting us, please provide reference number [redacted] Sincerely, Jose AExecutive Guest Services [email protected] tel ###-###-#### fax ###-###-#### [redacted] Phoenix, AZ [redacted] ChoiceHotels.com CC: [redacted]
Thank you for your responseUnfortunately we’re unable to meet your request of a check for $I am however able to add an additional 8,points to your Choice Privileges accountThis would bring your account balance to 17,330, which is enough to purchase a different $gift cardYou can request a digital gift card which would be sent to your email address or we can send another physical card to your home addressThis resolution would be final in this casePlease respond if you would like to acceptSincerely, James P [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 outWe called to cancel reservation and were told that no reservation existed in our name so we couldn't cancelThen, we were robbed out of our checking the $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] ***, Thank you for contacting us regarding your stay at the Econo Lodge Inn & Suites and your experience with our online booking processWe 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 businessWe realize that you have many options for accommodations and want to encourage your continued patronageIn this regard, and as a gesture of goodwill, we have offered you a final resolution of a refund check in the amount of $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 offerWe look forward to providing quality accommodations for you in the future Take Care, Shayla S [redacted] Coordinator, Executive Customer Relations [redacted]
Dear Joan, I'm writing on behalf of the Executive Offices of Choice Hotels International We are most concerned about your recent experience at the Rodeway Inn in [redacted] and I am writing to thank you for taking the time to bring this matter to our attentionYour willingness to share your concerns and observations is genuinely appreciatedIn addition, we would welcome the opportunity to speak with you personally, with a view to hopefully addressing these matters to your satisfactionIf you would be so kind as to call our office at [redacted] or by email at [redacted] we will be delighted to assist youPlease note that our office hours are Monday Friday, AM to PM Central Time Sincerely, Beckie Executive Guest Services
I'm writing on behalf of the Executive Offices of Choice Hotels International Thank you for taking the time to contact Choice HotelsWe 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 ***,I received your complaint via the Revdex.com about your experience with the Comfort Suites Bypass in Williamsburg, VAAt 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 helps us maintain a higher standard of quality control.I understand you are frustrated with the complaint processAs our hotels are independently owned and operated, complaints are sent to the hotels to be addressedI’m sorry to hear of the experience you encountered with the hotelAs they have fully refunded the reservation charge, I would have to refer you to the hotel for further resolutionWe 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]
Hello [redacted] , Thank you for reaching out to us to share your concern with your recent experience with the Choice Privileges programIt is disappointing to hear you did have not received points for your staysI welcome a call to our Choice Privileges Customer Service at [redacted] for further assistance in reporting these missing staysWe’d like a do-over, and I hope you’ll give us another opportunity to show you a better experience with the Choice Hotels brandsIn the meantime, please don’t hesitate to give us a call at ###-###-#### and we’ll be happy to helpWe look forward to having you back! Laura P [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### CC [redacted]
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 programI’m writing on behalf of the Executive Customer Relations Department of Choice Hotels InternationalWe were forwarded your comments submitted to the Revdex.comIt 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 reservationThey 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 accountSince 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 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, Susan A [redacted] Team Lead, Reputation Management tel ###-###-#### fax ###-###-#### [redacted] @choicehotels.com [redacted] Phoenix, AZ [redacted] ChoiceHotels.com
Hello, I’m writing on behalf of the Executive Customer Relations Department of Choice Hotels InternationalWe were forwarded your comments submitted to the Revdex.comIt is disappointing to hear you had difficulties with your reservationWe are still currently working to attain resolution for this concernWe 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 responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: their response does not acknowledge that the system wide problem that caused me to file a complaint is still there and I will most likely have the same problem using my rewards points in the futureTheir representative did acknowledge the problem during a phone call, promise to award me 10,award points to rectify the situation, and state that they are looking into how to fix the problemHer actions during the phone call were enough to allow me to drop my complaint for this particular event but their written response did not promise any solution to keep this from happening again or even acknolege that there is a problem Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I am out expenses due to your errorSimply crediting back points, doesn't cover those expensesI also purchased the points, to have enough to book this resort, for $The night that we were displaced I had a hotel receipt for $Not to mention the Thanksgiving meal that we had no way to eat because our condo had a full kitchen and our hotel room had a mini fridgeThere is no accurate way to put a figure on thatI do not believe crediting back points is a fair settlementYou need to make this rightI wasted hours & hours of my vacation on the phone with choice trying to sort this out and it was a FULL hours that we were displaced before anyone could figure it outA fair compensation is to take care of our expenses, while you displaced us at the very LEASTThis will in no way make up for my vacation time with my family that was lost spending time trying to prove that we in fact, had a reservation Regards, [redacted] ***
From: Revdex.com of Metro Washington DCDate: Wed, Aug 12, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Tue, Aug 11, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected]***@ [redacted] .comOn Jul 28, 4:PM, wrote:You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] Please click on the link below to access the online dispute resolution web site and read this message [redacted] If your email program does not support HTML copy and paste the link below into your browser [redacted]
Good Afternoon, Thank you for reaching out to us, and thank you for your Elite membership as a Platinum Choice Privilege member as wellI am most concerned about the issue you have raised regarding our Fall promotion Stay two times, earn a free nightAs a Choice Privilege member, for each promotion we ask that you register for that promotion that would include you accepting the terms and conditionsI can understand how you may have misunderstood the actual award distribution and for that I am deeply sorryThe primary rule of the promotion is “Take two separate trips and earn enough points to redeem for a free night at over 1,hotels.” I see that you received awards during the promotion periodYou really maximized this promotion to your benefitYou 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,points as a good will gesture to say thank youPlease advise if you will accept this offer and I am happy to add them for youAgain, 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]
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
This is in response to your letter dated 05/29/with Case ID # [redacted] We have carefully reviewed and investigated the matter and would like to present our findings as follows:• We did have a reservation for Mr [redacted] However, it was for arrival on 6/7/and not 05/24/the day he actually arrived at the hotel and demanded a room that he had booked(Please see confirmation attached)• The reservation made by him was at a restricted rate and came with the following stipulation: "It is an advance purchase room that cannot be cancelled or changedFull payment is charged at the time of booking and is non-refundable”(Please see screen shot document attached.)As for the allegations, of rude behavior, by our staff are concerned, we would like to dispute themIt was merely the staff trying to explain to him the terms of the reservation he had made and that she could not therefore help any furtherThis obviously was not what Mr [redacted] wanted, so he continued to verbally attack the young lady (staff) in question, The staff in question was so distraught that she called for her supervisor to help console her as she was very shaken by the attack on her.I am sorry for the inconvenience that was caused to him due to this restricted type of booking he made.Your understanding in this matter is sincerely appreciated.Sincerely,Sam S [redacted] General Manager
Good morning, **& [redacted] , My name is Bryce and I'm writing from the Executive Customer Relations Department of Choice Hotels InternationalWe received your comments submitted via the Revdex.com, and are following up with you regarding your recent experienceI am extremely disappointed to hear of your shortfalls and inconveniences faced at this propertyThe comments and suggestions that we receive from our guests are important to usThus, your willingness to share your concerns regarding your experience with seeing multiple charges from the Quality Inn, Orlando is genuinely appreciatedAt Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our bedsI would welcome a chance to catch up with you when you have a minute to spareI 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 detailYou can reach me at ###-###-#### or at [email protected] Executive Office is open from 7:00AM until 6:00PM Central and I will be here until the moment we are closedWe 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]
Below is copy of response sent to [redacted] : sending response to gst and posting to Revdex.com's site: Dear [redacted] : I am writing on behalf of the Executive Customer Relations Department of Choice Hotels International in response to your complaint filed with the Revdex.com We are concerned about the problems you recently experienced with your reservation at the Comfort Inn located in San Diego, CA and we are writing to thank you for taking the time to bring these matters to our attention Please accept our apology 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, our internet reservations service displays all relevant information to a reservation prior to it being confirmed This is also true when guests cancel or change their reservations via the internet Occasionally miscommunications can occur when guests make their reservations through the internet, and we apologize if that is what you encountered 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 Sincerely, Gary D [redacted] Coordinator, Executive Customer Relations
I booked my reservation online
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: My review was not posted Choice Hotels has failed to provide an explanation as to how this hotel is rated stars out of when they disregard negative reviews I received an email in regards to my Revdex.com complaint ID # [redacted] made with the Knoxville Tennessee Revdex.com It stated after multiple attempts, they did not receive a response from the company I attempted to upload attachments of pictures in this response but was unsuccessful Pictures include toilet seat, drooping stained bathroom ceiling with what appears to be mold, trash, dirt, and debris under the bed, two pairs of socks (one dirty pair) belonging to a previous guest, empty liter bottle of mountain dew under bed, picture of massive pile of towels in bathroom after room was not cleaned for two days Video of toilet overflowing and me plunging it and cleaning up the pool of toilet water I chose this hotel based on the high ratings that I now suspect are fraudulent Since I cannot warn future patrons with my review, I will be forwarding my video and pictures with a complaint to the Sevier County Health Department as well as the local media Regards, [redacted] ***
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.comWe would like to thank you for taking the time to provide feedback and asking for assistance regarding your Choice Privileges rewards membershipUpon 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,pointsI understand you have additional questions regarding your Choice Privileges account and the [redacted] Your Extras creditsWe would be happy to speak with you directly regarding your account, as well as the issues you encountered when contacting our customer services departmentsAt 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 soonWhen contacting us, please provide reference number [redacted] Sincerely, Jose AExecutive Guest Services [email protected] tel ###-###-#### fax ###-###-#### [redacted] Phoenix, AZ [redacted] ChoiceHotels.com CC: [redacted]
Thank you for your responseUnfortunately we’re unable to meet your request of a check for $I am however able to add an additional 8,points to your Choice Privileges accountThis would bring your account balance to 17,330, which is enough to purchase a different $gift cardYou can request a digital gift card which would be sent to your email address or we can send another physical card to your home addressThis resolution would be final in this casePlease respond if you would like to acceptSincerely, James P [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 outWe called to cancel reservation and were told that no reservation existed in our name so we couldn't cancelThen, we were robbed out of our checking the $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] ***, Thank you for contacting us regarding your stay at the Econo Lodge Inn & Suites and your experience with our online booking processWe 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 businessWe realize that you have many options for accommodations and want to encourage your continued patronageIn this regard, and as a gesture of goodwill, we have offered you a final resolution of a refund check in the amount of $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 offerWe look forward to providing quality accommodations for you in the future Take Care, Shayla S [redacted] Coordinator, Executive Customer Relations [redacted]
Dear Joan, I'm writing on behalf of the Executive Offices of Choice Hotels International We are most concerned about your recent experience at the Rodeway Inn in [redacted] and I am writing to thank you for taking the time to bring this matter to our attentionYour willingness to share your concerns and observations is genuinely appreciatedIn addition, we would welcome the opportunity to speak with you personally, with a view to hopefully addressing these matters to your satisfactionIf you would be so kind as to call our office at [redacted] or by email at [redacted] we will be delighted to assist youPlease note that our office hours are Monday Friday, AM to PM Central Time Sincerely, Beckie Executive Guest Services
I'm writing on behalf of the Executive Offices of Choice Hotels International Thank you for taking the time to contact Choice HotelsWe 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 ***,I received your complaint via the Revdex.com about your experience with the Comfort Suites Bypass in Williamsburg, VAAt 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 helps us maintain a higher standard of quality control.I understand you are frustrated with the complaint processAs our hotels are independently owned and operated, complaints are sent to the hotels to be addressedI’m sorry to hear of the experience you encountered with the hotelAs they have fully refunded the reservation charge, I would have to refer you to the hotel for further resolutionWe 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]
Hello [redacted] , Thank you for reaching out to us to share your concern with your recent experience with the Choice Privileges programIt is disappointing to hear you did have not received points for your staysI welcome a call to our Choice Privileges Customer Service at [redacted] for further assistance in reporting these missing staysWe’d like a do-over, and I hope you’ll give us another opportunity to show you a better experience with the Choice Hotels brandsIn the meantime, please don’t hesitate to give us a call at ###-###-#### and we’ll be happy to helpWe look forward to having you back! Laura P [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### CC [redacted]
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 programI’m writing on behalf of the Executive Customer Relations Department of Choice Hotels InternationalWe were forwarded your comments submitted to the Revdex.comIt 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 reservationThey 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 accountSince 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 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, Susan A [redacted] Team Lead, Reputation Management tel ###-###-#### fax ###-###-#### [redacted] @choicehotels.com [redacted] Phoenix, AZ [redacted] ChoiceHotels.com
Hello, I’m writing on behalf of the Executive Customer Relations Department of Choice Hotels InternationalWe were forwarded your comments submitted to the Revdex.comIt is disappointing to hear you had difficulties with your reservationWe are still currently working to attain resolution for this concernWe 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 responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: their response does not acknowledge that the system wide problem that caused me to file a complaint is still there and I will most likely have the same problem using my rewards points in the futureTheir representative did acknowledge the problem during a phone call, promise to award me 10,award points to rectify the situation, and state that they are looking into how to fix the problemHer actions during the phone call were enough to allow me to drop my complaint for this particular event but their written response did not promise any solution to keep this from happening again or even acknolege that there is a problem Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I am out expenses due to your errorSimply crediting back points, doesn't cover those expensesI also purchased the points, to have enough to book this resort, for $The night that we were displaced I had a hotel receipt for $Not to mention the Thanksgiving meal that we had no way to eat because our condo had a full kitchen and our hotel room had a mini fridgeThere is no accurate way to put a figure on thatI do not believe crediting back points is a fair settlementYou need to make this rightI wasted hours & hours of my vacation on the phone with choice trying to sort this out and it was a FULL hours that we were displaced before anyone could figure it outA fair compensation is to take care of our expenses, while you displaced us at the very LEASTThis will in no way make up for my vacation time with my family that was lost spending time trying to prove that we in fact, had a reservation Regards, [redacted] ***
From: Revdex.com of Metro Washington DCDate: Wed, Aug 12, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Tue, Aug 11, at 5:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected]***@ [redacted] .comOn Jul 28, 4:PM, wrote:You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] Please click on the link below to access the online dispute resolution web site and read this message [redacted] If your email program does not support HTML copy and paste the link below into your browser [redacted]
Good Afternoon, Thank you for reaching out to us, and thank you for your Elite membership as a Platinum Choice Privilege member as wellI am most concerned about the issue you have raised regarding our Fall promotion Stay two times, earn a free nightAs a Choice Privilege member, for each promotion we ask that you register for that promotion that would include you accepting the terms and conditionsI can understand how you may have misunderstood the actual award distribution and for that I am deeply sorryThe primary rule of the promotion is “Take two separate trips and earn enough points to redeem for a free night at over 1,hotels.” I see that you received awards during the promotion periodYou really maximized this promotion to your benefitYou 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,points as a good will gesture to say thank youPlease advise if you will accept this offer and I am happy to add them for youAgain, 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]
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