Realty III, Inc.

I booked my reservation online

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

...

                                        ...⇄ Choice Hotels Executive Desk                                         ...⇄ 6811 East Mayo Blvd Ste 100                                         ...⇄ Phoenix, AZ 85054 February 22, 2017   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.   Our goal is to make every reasonable attempt to adequatey 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.  This includes the requirement of an authorization form from the credit card holder on file, if different from the guest checking in. This is to protect both the credit card holder and the hotel. We have addressed this with the Econo Lodge Inn & Suites in Cayce, South Carolina, and they’ve provided the credit card authorization form they received, authorizing your brother to stay on 1/25/17 with your [redacted].   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 having the opportunity to serve your future lodging needs.   Sincerely, Shayla Coordinator, Executive Customer Relations Ph# ###-###-####     Fax# ###-###-####     Email: [email protected]

Dear Mr. [redacted]:
 
I'm writing on behalf of Mr. Steve
J[redacted], President and CEO of Choice Hotels International, who has forwarded your
comments to my attention.  He has asked me
to review the concerns you have raised and follow up with you directly regarding
your recent...

experience.
 
The comments and suggestions
that we receive from our guests are important to us. Thus, your willingness to
share your concerns regarding the issue of the Points Plus Cash Reservation you had made at the Clarion Inn & Suites in New Orleans, Louisiana.We trust that you will look
upon this matter as an isolated incident that is not indicative of the
exceptionally high standards of service and hospitality that our company is known to offer. 
 
As per our conversation yesterday, I have given the information to our Choice Privileges Department to secure a refund for $382.50. We will be following up with you to make sure this has been taken care of.
 
Sincerely,
 
 
 
Donna S[redacted]Executive Customer RelationsCC: [redacted]

Dear [redacted],   I am writing on behalf of the Executive Offices for Choice Hotels International.  We received your e-mail regarding your experience at the Econo Lodge located in Scranton, PA.  I am writing to thank you for taking the time to bring concerns to our attention.  By...

bringing these matters to our attention, it gives us an opportunity to ensure that these matters are addressed and corrected.    I am showing that you weren’t charged however your card was authorized.  This should fall off the card.  I am going to reach out to the hotel more on this and I will follow up with you.  Your comment number is [redacted].   Choice Hotels is committed to helping facilitate corrective action and ensuring that appropriate changes are made with the hotel directly.  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,   Paula Executive Guest Services  tel         ###-###-#### fax        ###-###-####

I have contacted the Sleep Inn manager several times because the owner refused to speak with me. I filled a Revdex.com  complaint against the hotel, as  of today Sanjay nor the manager has responded to that complaint. I called and spoke with someone at the corporate office over two weeks ago and they failed to follow up with me. I contacted the Revdex.com and my money is put back on my career immediately. Unprofessional and untrustworthy business practices at Sleep Inn and Choice Hotels. My first time staying with this company was awful and left me without $200 of my money for 3 weeks. Thank you Revdex.com for your assistance,  I would not have received my funds without you.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

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 to provide feedback via the Revdex.com regarding your recent experience with your reservation process and...

rates for a Choice Hotels property. We would like to look into this matter a bit further so that we may properly address your concerns. So that we may do so, please feel free to e-mail us at [email protected]. In your e-mail, please provide the confirmation number for your reservation, the dates of your stay, as well as the name and address of the hotel in question. When contacting us, please provide reference number [redacted]. Thank you for choosing Choice Hotels. We look forward to assisting you further. Sincerely, Jose A. Executive Guest Services [email protected] tel         ###-###-#### fax        ###-###-####6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com CC: [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: As was previously, I spoke with Executive Guest Services earlier this week and they provided me no resolution, passing the buck back to the location that erroneously charged me. It is highly unprofessional as a business that they would stand behind a location that tells blatant lies about their guests in order to make quick money for their location.This is ridiculous and no way at all to run a company that claims to make every guest feel "welcome and respected". Even at other businesses that franchise their locations, if a location is conducting themselves in a way that is outside of the company values, they are reprimanded and the corporate location resolves any issues. NOT Choice Hotels. I am well aware of that now and will no longer be staying at this location, unless I want another unfounded charge from management for smoking in my room when I've done no such thing.
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:
Again am I am being fed the script response. Let me try to be more clear on this. I went to redeem my points, which I have had spent alot of time and money on staying at your chain, clicking on the PROMOTIONAL tab on your website. Which lead me to 2 options on the [redacted] gift card, one for 50 and another for 100 dollars, again let me state this was under the PROMOTIONAL tab. So if this option was under the promotional tab, what was the promotion? Surely the promotion wasn't to be charged the normal points? And also again I did not ask for a refund of a gift card, I asked to have my points restored. That's just the first part of it, the second was the deplorable customer service that was given, I was sending screenshots of your website to the customer resolution team because I was basically called a liar. I sent them in and they still refused to acknowledge the error. Especially the part where I pointed out that on the website Choice Hotels themselves stated that there was a glitch. So there's a glitch, Choice Hotels confirm it, and I lose 32,000 points. Makes no sense whatsoever. Unless of course you are a company that does not care which seems to be the case. Like I have said before, either at the very least I get my points back or I will no longer choose to frequent Choice hotel brands. It makes zero sense to me, someone who spends thousands of dollars a year on your brand and a Choice Privileges [redacted] cardholder, how this is still a problem? That a company is willing to lose a customer like me, which you will, over a computer glitch that the company acknowledges it had. And I'm not even asking for anything extra, just the 32,000 points that was taken away from me.  
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:
I contacted the company and was not convince that they truly understood the amount of frustration they caused my wife and I. Consequently, my wife and I discussed this situation and have agreed that an acceptable solution would be to 1) be reimbursed for the full cost of the hotel room that we did not use and 2) allow us to have two nights at one of their hotels of our choosing within the next year from acceptance of this proposal. This should not include any black out nights or limited locations. If they are in agreement with this proposal, then we will accept and close this issue.
Regards,
[redacted]

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

from our guests are important to us. Thus, your willingness to share your concerns regarding your reservation concerns are genuinely appreciated. We have noted your concerns and have forwarded this situation on for review.  You should be getting a response within 7-10 days. 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 Services tel         ###-###-#### fax        ###-###-#### [email protected]                                                                                                   6811 E Mayo Boulevard Phoenix, AZ 85054 ChoiceHotels.com CC: [redacted]

Dear [redacted], Thank you for contacting us regarding your stay at
the Econo Lodge Inn & Suites and your experience with our online booking
process. We appreciate that you took the time to bring these matters to our
attention and apologize for not fully meeting your expectations.We, at
Choice Hotels International, value your business. We realize that you have many
options for accommodations and want to encourage your continued patronage. In
this regard, and as a gesture of goodwill, we have offered you a final
resolution of a refund check in the amount of $164.83. Should you accept this
offer your check will arrive within six weeks.Your feedback is important
to us and we hope you will view this matter as an isolated incident, an
exception to the high standards of service and hospitality our hotels are known
to offer. We look forward to providing quality accommodations for you in the
future.Take Care,Shayla S[redacted]Coordinator, Executive Customer
Relations[redacted]

Good afternoon,My name is Bryce and I'm writing from the Executive Customer Relations Department of Choice Hotels International. We received your comments submitted via the Revdex.com, and are following up with you regarding your recent experience.The comments and suggestions that...

we receive from our guests are important to us. Thus, your willingness to share your concerns regarding your experience with the billing to your credit card from the Rodeway Inn & Suites in Albuquerque, NM is genuinely appreciated. Can you please provide your bank statement showing the $44.31 charge so we may figure out exactly how to get your funds back to you?Thank you,Bryce K[redacted]Coordinator, Executive Customer Relations Reputation Managementtel [redacted] fax [redacted][email protected]

Dear [redacted], I'm writing on behalf of the Executive Offices of Choice Hotels International.   We are most concerned about the problems you experienced the Rodeway Inn located in Reading, PA, 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 ###-###-#### or email us at [email protected] and refer to [redacted] at your convenience, we will be delighted to assist you. Sincerely, PaulaExecutive Guest Services tel         ###-###-####fax        ###-###-####

[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[redacted]Coordinator, Executive Customer Relations Reputation Managementtel ###-###-####fax ###-###-####[redacted]@choicehotels.com

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]

below is copy of the response sent to [redacted]:
Hello [redacted],
 
Thank you for your most recent inquiry regarding the Comfort Suites located in Nassau, Bahamas. I am writing to follow up with you regarding your complaint with the Revdex.com. 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 apologize for any frustration this may have caused and would like to thank you for raising your concerns with us.  We look forward to serving your future lodging needs.
 
Sincerely,
 
Gary D[redacted]
Coordinator, Executive Customer Relations
Reputation Management
 
tel         ###-###-####
fax        ###-###-####
[redacted]@choicehotels.com
 
 
[redacted] [redacted]
Phoenix, AZ [redacted]
ChoiceHotels.com
 
cc: [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed 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 future. Their representative did acknowledge the problem during a phone call, promise to award me 10,000 award points to rectify the situation, and state that they are looking into how to fix the problem. Her 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]

From: Jamie C[redacted]<[redacted]@choicehotels.com>Date: Thu, Dec 31, 2015 at 3:10 PMSubject: Complaint [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Hello [redacted], I attempted to call this guest for more information. I have also sent the attached...

email. Jamie C[redacted]Coordinator, Executive Customer RelationsReputation Management tel         ###-###-####fax        ###-###-####[red...⇄ Forwarded message ----------From: To: "[redacted]" <[redacted]>Cc: Date: Subject: Recent CommunicationHello [redacted],I received your communication about your experience with Choice Privileges. 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 would welcome a chance to catch up with you when you have a minute to spare. You can reach me at ###-###-####.I look forward to hearing from you!Take Care, Jamie C[redacted]Coordinator, Executive Customer RelationsReputation Management tel         ###-###-####fax        ###-###-####[red...⇄ [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]