Realty III, Inc.

Hello [redacted],   I received your Revdex.com complaint about your experience with Quality Inn & Suites in Gatlinburg, TN. I have left you a...

voicemail this morning to further discuss your concerns. At Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our beds. We always strive to do better, and your communication helps us maintain a higher standard of quality control.   I reached out to the hotel and was able to speak with an associate. Due to the fire damage at the hotel, their insurance is involved in the repairs. With the insurance’s involvement, the hotel associates were advised to not touch or move anything in the rooms. Therefore, they are unable to move your luggage until further instructed by their insurance. However, you are welcome to collect the items from the hotel yourself.   We extended our apologies for the inconvenience. This 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        ###-###-####

Hello [redacted],
I’m following up with you about our phone call following your experience at Econo Lodge. Thank you for taking the time out of your day and giving me the opportunity to help you.
I spoke to the hotel regarding your concerns and the General Manager agreed to process a refund in the amount of $92.89. At Choice Hotels we are on a mission to provide exceptional service to every person that rests their head in one of our beds. We always strive to do better, and your communication will help us maintain a higher standard of quality control. We hope that we can continue to be your Choice in the future.
It’s been a privilege working with you. If you should need any further assistance I am just a phone call away. You can reach me at ###-###-####.
We look forward to having you back!
Take Care,
 
Jamie C[redacted]
Coordinator, Executive Customer Relations
Reputation Management
tel ###-###-####
fax ###-###-####
[redacted]@choicehotels.com

I'm writing on behalf of the Executive Offices of Choice Hotels International. We are most concerned about your recent experience at the [redacted], and I am writing to thank you for taking the time to bring this matter to our attention. Your willingness to share your concerns and...

observations is genuinely appreciated. In addition, we would welcome the opportunity to speak with you personally, with a view to hopefully addressing these matters to your satisfaction. If you would be so kind as to call our office at 1-800-435-8595 or by email at [redacted] we will be delighted to assist you. Please note that our office hours are Monday – Friday, 7 AM to 6 PM Central Time. Sincerely, Beckie [redacted]

I booked the rooms online. 15 minutes later when I realized I booked at the wrong hotel I called the Hotel I had the room at and the customer service twice to see if I could get it canceled. All three told me No.The address of the Hotel is:[redacted]Winston-Salem, NC. [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Choice Hotels refuses to admit that their Online reservation system completely blurbed causing the reservation date of the same day I made it instead of the following week as well as asking for a second credit card which then booked two rooms as it booked us twice.  Their online reservation system would not accept my initial [redacted] credit card and came back with Red letters stating I needed to use a different credit card; which I did.  The initial card Did go through and I was then booked twice. (and for the wrong date)
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]Attention:Jeffrey F[redacted]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 Mr. S[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 time. That statement made by Sam S[redacted] was false 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 that. The 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], I'm writing on behalf of the Executive Offices of Choice Hotels International.  We are most concerned about your recent experience with the Quality Inn in North Vernon, IN and I am writing to thank you for taking the time to bring this matter to our attention. Your willingness to share your concerns and observations is genuinely appreciated. Our goal is to make every reasonable attempt to adequately address all matters of concern raised by our guests, in a timely and forthright manner. Since each Choice Hotels International property is independently owned and operated, their operations policies are written and enforced by the individual management at the property.  With this in mind, we must defer to the hotel for their response to your comments regarding one of their policies.  We have reviewed our records and they indicate that this hotel has acknowledged your concerns.  It was disappointing to learn that you found their efforts to be unsatisfactory.  However, Choice Hotels International considers the hotel's decision to be final.  We apologize for any frustration this may have caused and would like to thank you for raising your concerns with us.  We look forward to serving your future lodging needs. Sincerely,  Beckie W, Coordinator, Executive Customer Relations Reputation Management

This corporate office DOESN'T care about what goes on at these locations. Another review came in a week ago about another PAYING guest that found BLOOD on his bedding, AFTER my complaint went in.

[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.  After further contact with Choice Hotels they changed in their system for me to earn [redacted] Rewards points and not Choice Hotel points this was the cause of the problem.  In addition, they did resolve my situation by reporting to [redacted] the rewards points that were due to me in the first place.
Regards,
[redacted]

Dear [redacted];
 
I am writing on behalf of the
President and CEO of Choice Hotels International.  We are concerned about the problems you
recently experienced regarding your experience with our reservations systems
and we are writing to thank you for taking the time to bring these matters to
our attention.  Please accept our
apology.
 
We also want you to know that
every effort is made to ensure the best possible service is provided to our
customers.  Still, feedback is
important.  Rest assured that your
comments have been reviewed by this office. Your comments have assisted us in
identifying areas in need of attention and we greatly appreciate your
feedback. 
 
Thank you for speaking with
Jennifer on 2.12.16, I understand that she gave you 3000 Choice Privileges
points as compensation.
 
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,
 
Donna S[redacted]
Coordinator,
Executive Customer Relations
Reputation
Management
 
tel        
###-###-####
fax       
###-###-####
[email protected]
 
 
[redacted]
Phoenix,
AZ [redacted]
ChoiceHotels.com
 
CC: [redacted]

Dear [redacted], I'm writing on behalf of the Executive Customer Relations Department of Choice Hotels International.  We received your comment submitted via the Revdex.com, and are following up with you regarding your recent experience. We are most concerned about the...

problems you experienced with our customer service and the reservation concerns with the Quality Inn in Tullahoma, TN and I am writing to thank you for taking the time to bring this matter to our attention.  Your willingness to share your concerns and observations is genuinely appreciated. We would welcome the opportunity to speak with you personally, with a view to hopefully addressing these matters to your satisfaction. If you would be so kind as to call our office at ###-###-#### at your convenience, we will be delighted to assist you. Sincerely, Kari S.Executive Guest Services tel         ###-###-####fax        ###-###-####[email protected]                    ...⇄ 6811 E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.com CC: [redacted]

Dear [redacted],   My name is Jose and I am writing on behalf of the Executive Offices for Choice Hotels International. I would like to thank you your reply. Our records indicate that we spoke with you on August 28, 2017 and resolved this matter to your satisfaction. If you wish to discuss this further, please contact us at ###-###-#### or [email protected]. Sincerely, Jose Executive Guest Services [email protected] tel         ###-###-#### fax        ###-###-####  6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
That is not a promotion, it is deceptive a business advertising
practice. Choice Hotels knew when the email was sent that I would have received
over 8,000 points during my next stay regardless of this exclusive, time
limited, bonus point offer they sent directly to my email address. Therefore Choice
Hotels knew they were not going to award me any bonus points even though the
offer was stated as such.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Puerto Rico now have some phone services. Please call hotel to investigate.
Regards,
[redacted]

Dear [redacted], Thank you for taking the time to bring your concerns regarding the Choice Privileges program and our current summer promotion to our attention. We want each guest’s experience to be a pleasant and enjoyable one and it is most disheartening to hear this was not the case for you....

I also want to thank you for being a loyal Choice Privileges member since 1999. As stated in the terms and conditions for Choice Privileges and for the summer promotion (which were agreed to when registering for the promotion), hotels stays in the following European countries are not eligible for points or promotions: Denmark, Estonia, Finland, Iceland, Latvia, Lithuania, Norway and Sweden. Due to this, we are unable to grant your request for all points thought to have been earned along with awarding the promotion bonus points as well. Again, thank you for your continued loyalty with the Choice Privileges program. Sincerely, Susan Susan A[redacted]Team Lead, Reputation Management tel         ###-###-####fax        ###-###-####[redacted]@choicehotels.com  6811 E Mayo BoulevardPhoenix, AZ 85054ChoiceHotels.com

Hello [redacted],   We apologize for your Lowest Price Guarantee claim not meeting the criteria as previously mentioned. Although your claim wasn’t able to be approved, we want to thank you for being a loyal Choice Privilege member and offer you 2,000 Choice Privilege points. We always strive to do better, and your communication will help us maintain a higher standard of quality control. We hope that we can continue to be your Choice in the future. If you would like to accept the 2,000 Choice Privilege points as our appreciation as a loyal guest of ours, please respond back to this email. Thank you for being a Choice Privilege member!   Thank You,   Cathy W[redacted] Coordinator, Executive Customer Relations Reputation Management   tel         ###-###-#### fax        ###-###-#### CC [redacted] Tell us why here...

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

the issues you experienced during your recent stay at the [redacted] Inn located in Fallbrook, California. Your willingness to share your concerns and observations is genuinely appreciated.We would welcome the opportunity to speak with you personally, with a view towards addressing these matters. If you would be so kind as to call our office at ###-###-#### or email us at [email protected] with any additional details. Please refer to comment ID  [redacted]. We would be delighted to assist you.Thank you again for contacting Choice Hotels. We look forward to hearing from you.  Kind regards,Kevin C.Executive Guest Services6811 East Mayo Blvd, Ste. 100Phoenix, AZ 85054Phone: ###-###-####Fax: ###-###-####Email: [email protected][redacted]ere...

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

concerned about the issue you experienced with your reservation at the Econo Lodge located in Manchester, Vermont. Your willingness to share your concerns and observations is genuinely appreciated.  We would welcome the opportunity to speak with you personally, with a view towards addressing these matters. If you would be so kind as to call our office at ###-###-#### or email us at [redacted] with any additional details. Please refer to comment ID [redacted]. We would be delighted to assist you.  Thank you again for contacting Choice Hotels. We look forward to hearing from you.    Kind regards,  Kevin C. Executive Guest Services [redacted] Blvd, Ste. 100 Phoenix, AZ 85054 Phone: ###-###-#### Fax: ###-###-#### Email: [redacted] CC: [redacted]

Dear [redacted]
* I'm writing on behalf of the Executive Customer Relations Department of Choice Hotels International.  We received your comment submitted via the Revdex.com, and are following up with you regarding your recent experience.   We are most concerned about the...

pet fee charges incurred with the [redacted] in [redacted] South Carolina and I am writing to thank you for taking the time to bring this matter to our attention.  Your willingness to share your concerns is genuinely appreciated.   We have reviewed the billing information for this charge.   We show the hotel only charged you 1 night for the pet fees.  They have refunded the remaining $90 today on your card.  Please keep in mind that credits can take a few days to show up on your account. If you have any questions or concerns on this matter, please feel free to contact our office at [redacted] at your convenience, we will be delighted to assist you.   Sincerely,   Kari S. Executive Guest Services   tel         [redacted]        [redacted]                                           ...⇄ [redacted]
*
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]