[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 for now because the hotel refused to address the issues I raised in my complaintPlease see the E-mail I sent and the response I received from the "general manager" of the hotelThis may change if the issues are addressed and I actually receive a refund of $78.75.From: [redacted] Sent: Wednesday, May 24, 10:AM To: 'General Manager ***' ; ' [redacted] ' < [redacted] @yahoo.com> Subject: RE: Response At this point I am NOT accepting this response as it doesn’t address any of the issues I raised in my complaintHowever the central office of Choice Hotels has tentatively agreed to refund me the $since I was lied to by hotel staff being told I could come a day later without penalty but also want a comprehensive response regarding all of the issues I raised in my complaint including the understaffing of your front desk as well as giving us a room on the third floor when my wife is handicapped and has a handicap parking permit and was forced to walk up two flights of stairs several times being so far from the elevatorI am also dissatisfied that NOBODY has taken responsibility for what happened and that this E-mail Is signed GM (general manager) rather than somebody’s name My wife had both of her knees replaced and has stairlifts in our homeI RESERVE THE RIGHT TO DISPUTE ALL OF THE HOTEL CHARGES WITH MY CREDIT CARD COMPANY DISCOVER BUT WILL NOT DO SO IF THESE ISSUES ARE ADDRESSED [redacted] and [redacted] ***Spring Valley NY [redacted] @***.com###-###-#### From: General Manager [redacted] [mailto:gm.***@choicehotels.com] Sent: Wednesday, May 24, 7:AM To: [redacted] Subject: Response Hello [redacted] , On behalf of our entire team, I would like to apologize for failing to exceed your expectationsYour satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the futureAll the charges were correct and If you any questions please let me knowSincerely, GMRegards, [redacted] And *** [redacted]
Hello [redacted] , I received your Revdex.com complaint about your experience with Quality Inn & Suites in Gatlinburg, TNI have left you a voicemail this morning to further discuss your concernsAt 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 reached out to the hotel and was able to speak with an associateDue to the fire damage at the hotel, their insurance is involved in the repairsWith the insurance’s involvement, the hotel associates were advised to not touch or move anything in the roomsTherefore, they are unable to move your luggage until further instructed by their insuranceHowever, you are welcome to collect the items from the hotel yourself We extended our apologies for the inconvenienceThis was an unforeseen event that occurred and the hotels are working diligently working to repair all damages the occurred Take care, Laura P [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-####
[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 Administratively Resolved] Complaint: [redacted] I am rejecting the response because I do not think it was meant for me The response appears to be to somebody named [redacted] for their stay at the Comfort Inn in Whitsett, NC My name is [redacted] , not [redacted] *** I will be staying with my wife, who is also not named [redacted] (nor ***) Additionally, I am booked to stay at the Comfort Inn in Newport News, VA, not Whitsett, NC This stay has not yet occurred, but the response indicates it is for a stay which already happened Finally, I have not filed a credit card dispute, so that part of the letter is incorrect as well Consequently, I do not accept the response provided.Regards, [redacted]
Hello ***, Thank you for reaching out to us to share your concern with your recent online reservationI can see this matter is important to youAs it turns out, the reservation was booked as an advanced rate purchase with the agreement that it cannot be changed, cancelled, or refundedI have included the terms and conditions below as shown during the booking process: GUARANTEE POLICY: This is a pre-paid and non-cancellable rate planOnce 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-showIt requires full pre-payment for the entire stay and is fully non-refundableYour credit card will be charged for the total amount within - hours of bookingThe room(s) you have reserved will be held until 7:AM the morning following your scheduled arrival dateOnce these types of reservations are confirmed, we cannot make any changes to themI hope you’ll give us another opportunity to show you a better experience with the Choice Hotels brandsWe look forward to having you back! Take Care, Laura P [redacted] CC [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 septemberAfter a hour drive we followed the gps to what I can only call a decrepit, filthy diveThere 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 showingWe 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: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 plentyShe refused to adjust our reservation, charging us dollars and cents--plus we had to backtrack 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 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 number and corporate offices with no resolution
[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] I'm writing on behalf of the Executive Office of Choice Hotels International We have received your comments from the Revdex.com regarding your missing reservationWe are most concerned about the problems you experienced 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 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 email us at [redacted] and refer to [redacted] at your convenience, we will be delighted to assist you Sincerely, Sincerely,Paula MExecutive Guest Services
Dear [redacted] , I hope you’re doing well. My name is Jose and I am writing on behalf of the Executive Offices of Choice Hotels International. I would like to thank you for taking the time provide feedback regarding your Choice Privileges account and our summer promotion via the Better Business... Bureau. Please rest assured, I am here and happy to help! Upon review of your account, I do see that your stays at the Quality Inn & Suites River Suites and the Econo Lodge, both in July, qualified towards the 2017 Summer promotion. You are correct when stating that the error which did not grant you the bonus points towards the $50 gift card was at the fault of Choice Hotels International. The bonus points were manually added on October 18, 2017. I understand your concern with being penalized because these points were not properly credited to your account prior to the redemption deadline of August 31, 2017. I would like the opportunity to resolve this matter for you. At your earliest convenience, please e-mail us at [email protected] or give us a call to ###-###-####. When contacting us, please provide reference number [redacted] . We will be sure to get this resolved for you. We look forward to speaking with you. Sincerely, Jose A. Executive Guest Services [email protected] tel ###-###-#### fax ###-###-#### 6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com CC: [redacted]
Dear [redacted] ***, First allow me to apologize for the frustration you’ve gone through regarding this matterWe want our guests to always have a stress free experience and this was not the caseFor 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,points were transferred over to the newer accountOn June 11th a total of 34,points were then creditedIn total your account has currently 62,pointsThis 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 E Mayo Boulevard Phoenix, AZ ChoiceHotels.com
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 experienceFirst, 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 servicesI 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 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] E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.comCC: [redacted]
Hello ***, I apologize for any inconvenience caused. The fall promotion 2016 is that for every two separate qualifying stays you complete you will earn enough points for a free night at over 1,500 locations. Free night is based on an 8,000 pointChoice Privilegesreward night level. Registration required at ChoiceHotels.com/freenight before check-out. Members must book trips via ChoiceHotels.com, the Choice Hotels mobile app, or 800.4CHOICE at qualifying rates. Corporate travelers may book through a corporate online booking system. Choice Privileges member number must be provided upon check-in. After a second qualifying trip with arrival between 09/01/16 and 11/11/16, members will be awarded a minimum of 5,000 and a maximum of 8,000 bonus points, depending on the number of base points earned from the two (2) separate qualifying trips. We are not able to offer any additional points since you have received the correct amount of points as stated in the terms and conditions for this promotion. Jamie C***Coordinator, Executive Customer Relations Reputation Managementtel ###-###-####fax ###-###-#### [redacted] @choicehotels.com [redacted] Jamie C [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### [redacted] @choicehotels.com CC [redacted]
[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 Administratively Resolved] Complaint: [redacted] Attention:Jeffrey F*Senior Vice PresidentCountry Inns & Suites By Carlson, Americas I am rejecting this response because:In reading the response from Sam S [redacted] General Manager of the Waldorf MD Comfort Inn & Suites, according to MrS [redacted] the "staff in question" was so distraught that "she called for her supervisor to help console her as she was very shaken by my attack on her" this is untrue considering I asked to speak to a Supervisor at that at the time I was standing at the counter and the only information she gave to me was..." [redacted] !" If she in fact, called her Supervisor while I was present, ask the Supervisor why he or she didn't speak to me at that timeThat statement made by Sam S [redacted] was and untrue.Secondly, the police arrived at the hotel and we walked outside to talk, after the officer spoke with me, he walked into the hotel, within SECONDS he walked back out, and when the other police outside with me asked him why he came back outside so fast his response was "she got smart with me and didn't want to talk to me since I didn't come in and talk to her first!"If I was as unruly as stated by Sam S [redacted] why didn't the police arrest me? Once they heard my side of the story, they understood where I was coming from with her attitude and her unprofessional demeanor.Finally, I am offended that Sam S [redacted] would dispute ANY of what transacted that night when he nor any other representative of that Comfort Inn & Suites location made any attempts to contact me to inquire about what took place from not only my perspective but my friend that was with me.I feel when a customer walks through those doors he or she is entitled to a professional experience and that was not my experience at Comfort Inn & Suites!Ultimately, it makes no logical sense to pay for a night in a room when clearly I am not staying there, and I do not think a customer courtesy for that amount cannot be applied in some form or fashion to offset the charge for a night not utilized, again, I do not think that is too much to ask for, it's not like I am asking for free additional stays or anything like thatThe fact is, if Comfort Inn & Suites were the last hotel on earth, I'd sleep on the earth instead of sleeping there.If I do not receive resolution to this matter, I will continue to send emails up the chain just to make the executives aware of this small nondescript hotel location who has angered a customer.Way to cover for the unprofessional actions of your employee Comfort Inn & Suites Regards, [redacted]
Dear [redacted] , My name is Kevin and I'm writing from Executive Guest Servicesat 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 experienceIt is greatly appreciatedWe are very concerned about the billing issues you experienced during your recent stayYour willingness to share your concerns and observations is genuinely appreciatedWe contacted the hotel and they are more than happy to make an exception and issue a refund for the second reservationHowever, they were notified by their credit card processer that the charge has already been charged back to their hotel due to an active credit card disputeThey are waiting on confirmation that the funds are no longer in dispute before they can issue a refund You are welcome to reach out to the management team at the hotel for further assistanceThey can be reached by phone at ###-###-#### or by email at [redacted] @choicehotels.comIn addition, we would be happy to speak with you at Choice HotelsYou can reach us by phone at ###-###-#### or email at [email protected] refer to comment ID [redacted] We would be delighted to assist you.Thank you again for contacting Choice Hotels Kind regards,Kind regards, Kevin CExecutive Guest Services East Mayo Blvd, StePhoenix, AZ Phone: ###-###-#### Fax: ###-###-#### Email: [email protected]
Hello *** [redacted] ,Our goal is to make every reasonable attempt to adequately address all matters of concern raised by our guests, in a timely and forthright manner.We have followed up with management at the property and they have provided the attached document in response to your concernsWe value you as a customer sir and appreciate you taking time out of your day to provide us with feedbackShould you have any other questions or concerns please do not hesitate to inquireDe’ Carlo H***Coordinator, Executive DeskReputation Management Departmenttel [redacted] tel ###-###-####fax ###-###-####Email: [redacted] @choicehotels.com A reservation under the name of [redacted] came in to our system on 10/07/at 6:22PM the reservation was for a bed Smoking room, guest had booked the reservation online, and we do not have a record of him calling directly to the hotel, we had a big group of students in house and they had reserved all of our non smoking rooms therefore nobody was able to book or see a non smoking room available online or directly with us.Unfortunately it was really busy that night (we were sold out) and it could be possible to wait longer than usual to check in, [redacted] was advised of his reservation for a smoking room, he asked for non smoking then, but was told we did not have any available, still he proceeded to check in accepting the smoking roomHe was checked in to room 201, therefore room [redacted] could not be open with the given key, we are sure our clerk apologized for the misunderstanding, and directed them to the correct room.We do not have any calls from [redacted] reporting the condition of the room, therefore we could not verify any of his complaints, I can tell you while typing this letter inside the room, that the smoke smell is heavy, as it is always assigned to guest that smoke, have in mind that his original reservation called for smoking room[redacted] claims that he left to stay somewhere else, again we were not made aware of that, we could have just check him out with no charge as he was not happy[redacted] decided to stay his second night and was moved to a non smoking room next day and was given room 231, he claims the elevator was not working, I had personally checked our cameras (one pointing to our elevator) for that weekend and found guest and staff using the elevator with no problem at different times of the day, also I do not have any reports from guest or staff with issues on the elevator, again nothing was reported by [redacted] , therefore we could not verify.Since he was given a new clean room (***) the following morning, there was no reason for our staff to go in the room, we only go inside after guest had use the rooms, usually the following mornings [redacted] claims he went out for the day and came back to find $missing from the dresserUnfortunately we were not made aware of this, our policy calls for authorities to get involved and file a report when there are claims of property missing.As far as the area were the hotel is located , we are an outdoor corridor hotel located in a busy lot full ofhrs fast food restaurants (we are literally in the center of the lot), we can only control our surroundings to a certain extent, we try our best to keep non wanted individuals away from our property, but sometimes it is impossible, since the general area is considered public.The Rodeway Inn intends and works towards guest satisfaction every time, but also understand that sometimes guest might encounter situations that are not appealing to them, we always encourage our guest to inform us any inconveniences they might experience during their stay, and we try to fix any problems right there an then, unfortunately in this case [redacted] did not make us aware of many inconveniences he had therefore we were not given the chance to act accordingly.In an effort to continue providing good guest relationships we are issuing a credit for night to a total of $90.79, that is posted today 10/18/2016.SincerelyArmando T [redacted] Hotel manager
[redacted] ,I received your RevDex.com inquiry regarding your experience with the Choice Privileges promotions. 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.As with all of our promotions, the guest stays 2 separate times at 2 different hotels and earns bonus points that they may either use towards a free night stay or to redeem gift cards. Regarding our points plus cash option, please review our terms and conditions to better comprehend the option. These terms can be viewed here : https://www.choicehotels.com/choice-privileges/rules-regulations#ppc. Your feedback is sincerely appreciated and we will use it to help maintain consistency. If you should need any further assistance, you can reach us at [redacted] .Take Care,De'Carlo H***Coordinator, Executive Customer Relations Reputation Managementtel ###-###-####fax ###-###-#### [redacted] @choicehotels.com
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 reservationPlease let me explain the reason behind using Points Plus CashI 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 staysThese changes were brought about to give each of our members more options to make their reservationsWhether 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 stayThese amounts requested whether it be paid or with points will change as business grows or sinksSo if a hotel is not very busy in say the winter season, than their points required and even their rate required may come downSuch 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 nightHow the Points Plus Cash works, is we allow members to use the lowest 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 nationwideWith this offer, we understand that it may not be what each of our members is looking forPoints 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 abovePlease 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:AM until 6:PM Mountain time Johneshia D [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### [redacted] @choicehotels.com [redacted] Phoenix, AZ [redacted] ChoiceHotels.com
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 experienceI 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] E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.com CC: [redacted]
RE: Experience at Comfort Suites Paradise Island in Nassau, BahamasDear [redacted] ***: I appreciate that you took the time to give us valuable feedback about your reservation made on our websiteIt was disappointing to hear the experience was below expectationsWe are here to make this process as seamless as possible to get your trip started on a high noteI have researched your concerns to ensure we covered all basesOur website displays all relevant information prior to confirming, cancelling, or changing any reservation.We do hope that you will give us another chance in the future and stay with Choice Hotels Take Care,Shayla S [redacted] Coordinator, Executive Customer RelationsPH: [redacted] Fax: ###-###-#### cc: [redacted]
Dear [redacted] , My name is Jose and I am writing on behalf of the Executive Desk at Choice Hotels InternationalI would like to thank you for your comments provided via the Revdex.com regarding your stay at the MainStay Suites Conference Center in Pigeon Forge, TNFeedback such is yours is truly appreciatedWe are concerned about the details of your stay and would like the opportunity to speak with youAt your earliest convenience, please feel free to e-mail us at [email protected] or call us at ( [redacted] When contacting us, please provide reference number [redacted] We look forward to speaking with youSincerely, Jose AExecutive Guest Services [email protected] tel ###-###-#### fax ###-###-#### E Mayo Boulevard Phoenix, AZ 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 responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response for now because the hotel refused to address the issues I raised in my complaintPlease see the E-mail I sent and the response I received from the "general manager" of the hotelThis may change if the issues are addressed and I actually receive a refund of $78.75.From: [redacted] Sent: Wednesday, May 24, 10:AM To: 'General Manager ***' ; ' [redacted] ' < [redacted] @yahoo.com> Subject: RE: Response At this point I am NOT accepting this response as it doesn’t address any of the issues I raised in my complaintHowever the central office of Choice Hotels has tentatively agreed to refund me the $since I was lied to by hotel staff being told I could come a day later without penalty but also want a comprehensive response regarding all of the issues I raised in my complaint including the understaffing of your front desk as well as giving us a room on the third floor when my wife is handicapped and has a handicap parking permit and was forced to walk up two flights of stairs several times being so far from the elevatorI am also dissatisfied that NOBODY has taken responsibility for what happened and that this E-mail Is signed GM (general manager) rather than somebody’s name My wife had both of her knees replaced and has stairlifts in our homeI RESERVE THE RIGHT TO DISPUTE ALL OF THE HOTEL CHARGES WITH MY CREDIT CARD COMPANY DISCOVER BUT WILL NOT DO SO IF THESE ISSUES ARE ADDRESSED [redacted] and [redacted] ***Spring Valley NY [redacted] @***.com###-###-#### From: General Manager [redacted] [mailto:gm.***@choicehotels.com] Sent: Wednesday, May 24, 7:AM To: [redacted] Subject: Response Hello [redacted] , On behalf of our entire team, I would like to apologize for failing to exceed your expectationsYour satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the futureAll the charges were correct and If you any questions please let me knowSincerely, GMRegards, [redacted] And *** [redacted]
Hello [redacted] , I received your Revdex.com complaint about your experience with Quality Inn & Suites in Gatlinburg, TNI have left you a voicemail this morning to further discuss your concernsAt 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 reached out to the hotel and was able to speak with an associateDue to the fire damage at the hotel, their insurance is involved in the repairsWith the insurance’s involvement, the hotel associates were advised to not touch or move anything in the roomsTherefore, they are unable to move your luggage until further instructed by their insuranceHowever, you are welcome to collect the items from the hotel yourself We extended our apologies for the inconvenienceThis was an unforeseen event that occurred and the hotels are working diligently working to repair all damages the occurred Take care, Laura P [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-####
No, I never heard back from Choice of from the Revdex.com again.that's why I contacted you asking what had happened to this case.Best, [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 Administratively Resolved] Complaint: [redacted] I am rejecting the response because I do not think it was meant for me The response appears to be to somebody named [redacted] for their stay at the Comfort Inn in Whitsett, NC My name is [redacted] , not [redacted] *** I will be staying with my wife, who is also not named [redacted] (nor ***) Additionally, I am booked to stay at the Comfort Inn in Newport News, VA, not Whitsett, NC This stay has not yet occurred, but the response indicates it is for a stay which already happened Finally, I have not filed a credit card dispute, so that part of the letter is incorrect as well Consequently, I do not accept the response provided.Regards, [redacted]
Hello ***, Thank you for reaching out to us to share your concern with your recent online reservationI can see this matter is important to youAs it turns out, the reservation was booked as an advanced rate purchase with the agreement that it cannot be changed, cancelled, or refundedI have included the terms and conditions below as shown during the booking process: GUARANTEE POLICY: This is a pre-paid and non-cancellable rate planOnce 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-showIt requires full pre-payment for the entire stay and is fully non-refundableYour credit card will be charged for the total amount within - hours of bookingThe room(s) you have reserved will be held until 7:AM the morning following your scheduled arrival dateOnce these types of reservations are confirmed, we cannot make any changes to themI hope you’ll give us another opportunity to show you a better experience with the Choice Hotels brandsWe look forward to having you back! Take Care, Laura P [redacted] CC [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 septemberAfter a hour drive we followed the gps to what I can only call a decrepit, filthy diveThere 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 showingWe 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: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 plentyShe refused to adjust our reservation, charging us dollars and cents--plus we had to backtrack 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 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 number and corporate offices with no resolution
[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] I'm writing on behalf of the Executive Office of Choice Hotels International We have received your comments from the Revdex.com regarding your missing reservationWe are most concerned about the problems you experienced 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 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 email us at [redacted] and refer to [redacted] at your convenience, we will be delighted to assist you Sincerely, Sincerely,Paula MExecutive Guest Services
Dear [redacted] , I hope you’re doing well. My name is Jose and I am writing on behalf of the Executive Offices of Choice Hotels International. I would like to thank you for taking the time provide feedback regarding your Choice Privileges account and our summer promotion via the Better Business... Bureau. Please rest assured, I am here and happy to help! Upon review of your account, I do see that your stays at the Quality Inn & Suites River Suites and the Econo Lodge, both in July, qualified towards the 2017 Summer promotion. You are correct when stating that the error which did not grant you the bonus points towards the $50 gift card was at the fault of Choice Hotels International. The bonus points were manually added on October 18, 2017. I understand your concern with being penalized because these points were not properly credited to your account prior to the redemption deadline of August 31, 2017. I would like the opportunity to resolve this matter for you. At your earliest convenience, please e-mail us at [email protected] or give us a call to ###-###-####. When contacting us, please provide reference number [redacted] . We will be sure to get this resolved for you. We look forward to speaking with you. Sincerely, Jose A. Executive Guest Services [email protected] tel ###-###-#### fax ###-###-#### 6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com CC: [redacted]
Dear [redacted] ***, First allow me to apologize for the frustration you’ve gone through regarding this matterWe want our guests to always have a stress free experience and this was not the caseFor 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,points were transferred over to the newer accountOn June 11th a total of 34,points were then creditedIn total your account has currently 62,pointsThis 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 E Mayo Boulevard Phoenix, AZ ChoiceHotels.com
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 experienceFirst, 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 servicesI 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 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] E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.comCC: [redacted]
Hello ***, I apologize for any inconvenience caused. The fall promotion 2016 is that for every two separate qualifying stays you complete you will earn enough points for a free night at over 1,500 locations. Free night is based on an 8,000 pointChoice Privilegesreward night level. Registration required at ChoiceHotels.com/freenight before check-out. Members must book trips via ChoiceHotels.com, the Choice Hotels mobile app, or 800.4CHOICE at qualifying rates. Corporate travelers may book through a corporate online booking system. Choice Privileges member number must be provided upon check-in. After a second qualifying trip with arrival between 09/01/16 and 11/11/16, members will be awarded a minimum of 5,000 and a maximum of 8,000 bonus points, depending on the number of base points earned from the two (2) separate qualifying trips. We are not able to offer any additional points since you have received the correct amount of points as stated in the terms and conditions for this promotion. Jamie C***Coordinator, Executive Customer Relations Reputation Managementtel ###-###-####fax ###-###-#### [redacted] @choicehotels.com [redacted] Jamie C [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### [redacted] @choicehotels.com CC [redacted]
[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 Administratively Resolved] Complaint: [redacted] Attention:Jeffrey F
*Senior Vice PresidentCountry Inns & Suites By Carlson, Americas I am rejecting this response because:In reading the response from Sam S [redacted] General Manager of the Waldorf MD Comfort Inn & Suites, according to MrS [redacted] the "staff in question" was so distraught that "she called for her supervisor to help console her as she was very shaken by my attack on her" this is untrue considering I asked to speak to a Supervisor at that at the time I was standing at the counter and the only information she gave to me was..." [redacted] !" If she in fact, called her Supervisor while I was present, ask the Supervisor why he or she didn't speak to me at that timeThat statement made by Sam S [redacted] was and untrue.Secondly, the police arrived at the hotel and we walked outside to talk, after the officer spoke with me, he walked into the hotel, within SECONDS he walked back out, and when the other police outside with me asked him why he came back outside so fast his response was "she got smart with me and didn't want to talk to me since I didn't come in and talk to her first!"If I was as unruly as stated by Sam S [redacted] why didn't the police arrest me? Once they heard my side of the story, they understood where I was coming from with her attitude and her unprofessional demeanor.Finally, I am offended that Sam S [redacted] would dispute ANY of what transacted that night when he nor any other representative of that Comfort Inn & Suites location made any attempts to contact me to inquire about what took place from not only my perspective but my friend that was with me.I feel when a customer walks through those doors he or she is entitled to a professional experience and that was not my experience at Comfort Inn & Suites!Ultimately, it makes no logical sense to pay for a night in a room when clearly I am not staying there, and I do not think a customer courtesy for that amount cannot be applied in some form or fashion to offset the charge for a night not utilized, again, I do not think that is too much to ask for, it's not like I am asking for free additional stays or anything like thatThe fact is, if Comfort Inn & Suites were the last hotel on earth, I'd sleep on the earth instead of sleeping there.If I do not receive resolution to this matter, I will continue to send emails up the chain just to make the executives aware of this small nondescript hotel location who has angered a customer.Way to cover for the unprofessional actions of your employee Comfort Inn & Suites Regards, [redacted]
Dear [redacted] , My name is Kevin and I'm writing from Executive Guest Servicesat 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 experienceIt is greatly appreciatedWe are very concerned about the billing issues you experienced during your recent stayYour willingness to share your concerns and observations is genuinely appreciatedWe contacted the hotel and they are more than happy to make an exception and issue a refund for the second reservationHowever, they were notified by their credit card processer that the charge has already been charged back to their hotel due to an active credit card disputeThey are waiting on confirmation that the funds are no longer in dispute before they can issue a refund You are welcome to reach out to the management team at the hotel for further assistanceThey can be reached by phone at ###-###-#### or by email at [redacted] @choicehotels.comIn addition, we would be happy to speak with you at Choice HotelsYou can reach us by phone at ###-###-#### or email at [email protected] refer to comment ID [redacted] We would be delighted to assist you.Thank you again for contacting Choice Hotels Kind regards,Kind regards, Kevin CExecutive Guest Services East Mayo Blvd, StePhoenix, AZ Phone: ###-###-#### Fax: ###-###-#### Email: [email protected]
Hello *** [redacted] ,Our goal is to make every reasonable attempt to adequately address all matters of concern raised by our guests, in a timely and forthright manner.We have followed up with management at the property and they have provided the attached document in response to your concernsWe value you as a customer sir and appreciate you taking time out of your day to provide us with feedbackShould you have any other questions or concerns please do not hesitate to inquireDe’ Carlo H***Coordinator, Executive DeskReputation Management Departmenttel [redacted] tel ###-###-####fax ###-###-####Email: [redacted] @choicehotels.com A reservation under the name of [redacted] came in to our system on 10/07/at 6:22PM the reservation was for a bed Smoking room, guest had booked the reservation online, and we do not have a record of him calling directly to the hotel, we had a big group of students in house and they had reserved all of our non smoking rooms therefore nobody was able to book or see a non smoking room available online or directly with us.Unfortunately it was really busy that night (we were sold out) and it could be possible to wait longer than usual to check in, [redacted] was advised of his reservation for a smoking room, he asked for non smoking then, but was told we did not have any available, still he proceeded to check in accepting the smoking roomHe was checked in to room 201, therefore room [redacted] could not be open with the given key, we are sure our clerk apologized for the misunderstanding, and directed them to the correct room.We do not have any calls from [redacted] reporting the condition of the room, therefore we could not verify any of his complaints, I can tell you while typing this letter inside the room, that the smoke smell is heavy, as it is always assigned to guest that smoke, have in mind that his original reservation called for smoking room[redacted] claims that he left to stay somewhere else, again we were not made aware of that, we could have just check him out with no charge as he was not happy[redacted] decided to stay his second night and was moved to a non smoking room next day and was given room 231, he claims the elevator was not working, I had personally checked our cameras (one pointing to our elevator) for that weekend and found guest and staff using the elevator with no problem at different times of the day, also I do not have any reports from guest or staff with issues on the elevator, again nothing was reported by [redacted] , therefore we could not verify.Since he was given a new clean room (***) the following morning, there was no reason for our staff to go in the room, we only go inside after guest had use the rooms, usually the following mornings [redacted] claims he went out for the day and came back to find $missing from the dresserUnfortunately we were not made aware of this, our policy calls for authorities to get involved and file a report when there are claims of property missing.As far as the area were the hotel is located , we are an outdoor corridor hotel located in a busy lot full ofhrs fast food restaurants (we are literally in the center of the lot), we can only control our surroundings to a certain extent, we try our best to keep non wanted individuals away from our property, but sometimes it is impossible, since the general area is considered public.The Rodeway Inn intends and works towards guest satisfaction every time, but also understand that sometimes guest might encounter situations that are not appealing to them, we always encourage our guest to inform us any inconveniences they might experience during their stay, and we try to fix any problems right there an then, unfortunately in this case [redacted] did not make us aware of many inconveniences he had therefore we were not given the chance to act accordingly.In an effort to continue providing good guest relationships we are issuing a credit for night to a total of $90.79, that is posted today 10/18/2016.SincerelyArmando T [redacted] Hotel manager
[redacted] ,I received your RevDex.com inquiry regarding your experience with the Choice Privileges promotions. 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.As with all of our promotions, the guest stays 2 separate times at 2 different hotels and earns bonus points that they may either use towards a free night stay or to redeem gift cards. Regarding our points plus cash option, please review our terms and conditions to better comprehend the option. These terms can be viewed here : https://www.choicehotels.com/choice-privileges/rules-regulations#ppc. Your feedback is sincerely appreciated and we will use it to help maintain consistency. If you should need any further assistance, you can reach us at [redacted] .Take Care,De'Carlo H***Coordinator, Executive Customer Relations Reputation Managementtel ###-###-####fax ###-###-#### [redacted] @choicehotels.com
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 reservationPlease let me explain the reason behind using Points Plus CashI 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 staysThese changes were brought about to give each of our members more options to make their reservationsWhether 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 stayThese amounts requested whether it be paid or with points will change as business grows or sinksSo if a hotel is not very busy in say the winter season, than their points required and even their rate required may come downSuch 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 nightHow the Points Plus Cash works, is we allow members to use the lowest 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 nationwideWith this offer, we understand that it may not be what each of our members is looking forPoints 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 abovePlease 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:AM until 6:PM Mountain time Johneshia D [redacted] Coordinator, Executive Customer Relations Reputation Management tel ###-###-#### fax ###-###-#### [redacted] @choicehotels.com [redacted] Phoenix, AZ [redacted] ChoiceHotels.com
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 experienceI 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] E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.com CC: [redacted]
RE: Experience at Comfort Suites Paradise Island in Nassau, BahamasDear [redacted] ***: I appreciate that you took the time to give us valuable feedback about your reservation made on our websiteIt was disappointing to hear the experience was below expectationsWe are here to make this process as seamless as possible to get your trip started on a high noteI have researched your concerns to ensure we covered all basesOur website displays all relevant information prior to confirming, cancelling, or changing any reservation.We do hope that you will give us another chance in the future and stay with Choice Hotels Take Care,Shayla S [redacted] Coordinator, Executive Customer RelationsPH: [redacted] Fax: ###-###-#### cc: [redacted]
Dear [redacted] , My name is Jose and I am writing on behalf of the Executive Desk at Choice Hotels InternationalI would like to thank you for your comments provided via the Revdex.com regarding your stay at the MainStay Suites Conference Center in Pigeon Forge, TNFeedback such is yours is truly appreciatedWe are concerned about the details of your stay and would like the opportunity to speak with youAt your earliest convenience, please feel free to e-mail us at [email protected] or call us at ( [redacted] When contacting us, please provide reference number [redacted] We look forward to speaking with youSincerely, Jose AExecutive Guest Services [email protected] tel ###-###-#### fax ###-###-#### E Mayo Boulevard Phoenix, AZ ChoiceHotels.com CC: [redacted]