Booking Preferred Hotels & Resorts
Apr 19, 2016, 3:24 am
#1
Original Poster
Join Date: Apr 2007
Posts: 163
Booking Preferred Hotels & Resorts
I'm a new Diamond member trying to book a Preferred Hotel & Resort for the first time. I call the points redemption line, rep can't look up these properties, which is fine, so tries to connect me to the Member Services Department, but transfers me back to the main menu instead. Call back--exact same thing happens. The third time is no charm, same thing happens. And of course, Fourth time, I ask the rep to stay on the line during the transfer, he does, it transfers fine, but the Member Services rep tells me that Choice's access to the Preferred Hotels & Resorts inventory is down and might take a week to restore.
Has anyone else encountered this nonsense? Any tips for what I do next? Thanks.
Has anyone else encountered this nonsense? Any tips for what I do next? Thanks.
May 2, 2016, 2:47 pm
#2
Original Poster
Join Date: Apr 2007
Posts: 163
Following up on this for the group's future reference. To use Choice Privileges points to book a Preferred Hotel & Resort, call 888-770-6800, select option 2 instead of option 1 (that was the missing link in my post above, it's not intuitive), and then ask for the Resolution Desk. There are some really, really talented people at the Resolution Desk--my sense is that these folks are the supervisors of the entire customer service operation. And for the most part, they have this stuff down cold. If you don't get the help you need the first time, call back. The hold times are painful--in more than 10 calls, I never had less than a 10 minute wait time--but that's the way to do it.
Jun 3, 2016, 7:22 pm
#4
Join Date: May 2009
Posts: 821
Thank you !
call select option 1, rep put me on hold for 20 mins still have no clue and not come back, so hang up , then find this post and call again
select option 2, wait 7-8 mins, get a rep and ask for resolution desk, took 39 mins to book 1 night stay
, they said I will get a confirmation E-mail in 24-48 hours, overall it's a painful experience, won't do it again
call select option 1, rep put me on hold for 20 mins still have no clue and not come back, so hang up , then find this post and call again
select option 2, wait 7-8 mins, get a rep and ask for resolution desk, took 39 mins to book 1 night stay
, they said I will get a confirmation E-mail in 24-48 hours, overall it's a painful experience, won't do it againFollowing up on this for the group's future reference. To use Choice Privileges points to book a Preferred Hotel & Resort, call 888-770-6800, select option 2 instead of option 1 (that was the missing link in my post above, it's not intuitive), and then ask for the Resolution Desk. There are some really, really talented people at the Resolution Desk--my sense is that these folks are the supervisors of the entire customer service operation. And for the most part, they have this stuff down cold. If you don't get the help you need the first time, call back. The hold times are painful--in more than 10 calls, I never had less than a 10 minute wait time--but that's the way to do it.
May 2, 2017, 8:03 am
#5
Join Date: Aug 2011
Programs: IHG Spire Ambassador, CC Gold, Marriott Gold, HH Gold, DL PM
Posts: 526
I was able to get a hold of someone and make my reservation for a preferred hotel. I am booking a hotel in South Africa. I received a reservation number from the booking agent, but have yet to receive an e-mail confirmation. It has not been 24 hours, so I will wait for a couple of days to get the e-mail.
I do plan on e-mailing the hotel one week before arrival to confirm the reservation.
I do plan on e-mailing the hotel one week before arrival to confirm the reservation.
May 10, 2017, 3:54 pm
#6
Join Date: Aug 2011
Programs: IHG Spire Ambassador, CC Gold, Marriott Gold, HH Gold, DL PM
Posts: 526
I finally received an e-mail confirming the redemption. It took 10 days from redemption to e-mail. I have not had time to call back, so this was without additional agent intervention.
Aug 10, 2017, 1:28 pm
#7
Join Date: Feb 2012
Location: Central Europe
Programs: AY Gold, A3 Gold, UA Gold, Hyatt Globalist, HH Diamond, Marriott Gold
Posts: 482
This is just impossible. Nobody knows about resolution desk, and when you finally get there, they cut you off or the line gets broken. Why does Choice offer this if booking it is so damn impossible?
Aug 16, 2017, 11:42 am
#8
Company Representative, Choice Hotels
Join Date: Apr 2015
Posts: 451
Private Message to Choice Hotels
Again, my sincerest apologies.
Aug 17, 2017, 1:35 am
#9
Join Date: Feb 2012
Location: Central Europe
Programs: AY Gold, A3 Gold, UA Gold, Hyatt Globalist, HH Diamond, Marriott Gold
Posts: 482
My apologies for this frustration. Can you please private message me with your phone number and the details around the challenges you experienced trying to book a Preferred Hotel? I will then escalate the issue with our Member Services team.
Again, my sincerest apologies.
Again, my sincerest apologies.
Last edited by mirror74; Aug 18, 2017 at 9:36 am
Aug 17, 2017, 5:36 pm
#10
Join Date: Jan 2017
Programs: UA, AS, DL, AA, VX, Hyatt, SPG, Marriott
Posts: 12
My apologies for this frustration. Can you please private message me with your phone number and the details around the challenges you experienced trying to book a Preferred Hotel? I will then escalate the issue with our Member Services team.
Again, my sincerest apologies.
Again, my sincerest apologies.
Apr 8, 2018, 9:48 am
#12
Join Date: Aug 2006
Location: MUC
Programs: LH Sen, HH Diamond, IC RA
Posts: 313
@ Choice Hotels representative:
For the last few months, some of the Preferred Hotels I used to book in the past with my Choice points, are showing no more availability anymore, for example Sls South Beach, Siam Bangkok, ..
Are these Hotels no longer bookable? I understand, that hotels block dates during high or peak season, but these hotels don‘t have any availability at all...
For the last few months, some of the Preferred Hotels I used to book in the past with my Choice points, are showing no more availability anymore, for example Sls South Beach, Siam Bangkok, ..
Are these Hotels no longer bookable? I understand, that hotels block dates during high or peak season, but these hotels don‘t have any availability at all...
Apr 11, 2018, 1:46 pm
#13
Company Representative, Choice Hotels
Join Date: Apr 2015
Posts: 451
@tom-schmitt Thank you for bringing this to our attention. Preferred Hotels is currently investigating this issue and we hope to have it resolved in the near future. My apologies for any inconvenience this has caused!
Apr 18, 2018, 11:18 pm
#14
Join Date: Apr 2015
Location: MN, USA
Posts: 246
ChoiceHotels, could you please post here what the proper procedure is to book a Preferred Hotel via points redemption?
Thank you.