Booking Preferred Hotels & Resorts

Old Apr 19, 16, 3:24 am
  #1  
Original Poster
 
Join Date: Apr 2007
Posts: 161
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.
pkimball is offline  
Old May 2, 16, 2:47 pm
  #2  
Original Poster
 
Join Date: Apr 2007
Posts: 161
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.
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Old May 4, 16, 9:35 pm
  #3  
 
Join Date: May 2010
Location: LAN/DTW
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Posts: 113
Thanks for the tip.
royalbrett is offline  
Old Jun 3, 16, 7:22 pm
  #4  
 
Join Date: May 2009
Posts: 520
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

Originally Posted by pkimball View Post
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.
ecgz88 is offline  
Old May 2, 17, 8:03 am
  #5  
 
Join Date: Aug 2011
Programs: IHG Spire Ambassador, CC Gold, Marriott Gold, HH Gold, Accidental DL Silver
Posts: 503
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.
KathinJax is offline  
Old May 10, 17, 3:54 pm
  #6  
 
Join Date: Aug 2011
Programs: IHG Spire Ambassador, CC Gold, Marriott Gold, HH Gold, Accidental DL Silver
Posts: 503
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.
KathinJax is offline  
Old Aug 10, 17, 1:28 pm
  #7  
 
Join Date: Feb 2012
Programs: UA Gold, HH Diamond, Marriott Gold
Posts: 423
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?
mirror74 is offline  
Old Aug 16, 17, 11:42 am
  #8  
Company Representative, Choice Hotels
 
Join Date: Apr 2015
Posts: 187
Private Message to Choice Hotels

Originally Posted by mirror74 View Post
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?
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.
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Old Aug 17, 17, 1:35 am
  #9  
 
Join Date: Feb 2012
Programs: UA Gold, HH Diamond, Marriott Gold
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Originally Posted by ChoiceHotels View Post
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.
You got private message. Thanks for reaching out to me.

Last edited by mirror74; Aug 18, 17 at 9:36 am
mirror74 is offline  
Old Aug 17, 17, 5:36 pm
  #10  
 
Join Date: Jan 2017
Programs: UA, AS, DL, AA, VX, Hyatt, SPG, Marriott
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Originally Posted by ChoiceHotels View Post
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.
I'm having a similar problem and just messaged you details.
dalny is offline  
Old Jan 28, 18, 7:22 pm
  #11  
 
Join Date: May 2002
Location: NC
Programs: AA Concierge Key/1MM, DL DM/2 MM, UA Plat, AS MVP, Hilton Diamond, IHG Spire, Marriott Plat Prem
Posts: 9,706
Is this still an issue? Hoping to use this in the near future, thanks!
SkyTeam777 is offline  
Old Apr 8, 18, 9:48 am
  #12  
 
Join Date: Aug 2006
Location: MUC
Programs: LH Sen, HH Diamond, IC RA
Posts: 232
@ 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...
tom-schmitt is offline  
Old Apr 11, 18, 1:46 pm
  #13  
Company Representative, Choice Hotels
 
Join Date: Apr 2015
Posts: 187
@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!
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Old Apr 18, 18, 11:18 pm
  #14  
 
Join Date: Apr 2015
Location: MN, USA
Posts: 234
Originally Posted by mirror74 View Post
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?
I'm experiencing the same issue. Nobody even seems to know what the Resolution Desk is or what "Preferred Hotels & Resorts" is. I just spent 40 minutes with 2 different phone reps and didn't accomplish anything.

ChoiceHotels, could you please post here what the proper procedure is to book a Preferred Hotel via points redemption?

Thank you.
mirror74 likes this.
Dadofsix is offline  
Old Apr 26, 18, 5:09 pm
  #15  
 
Join Date: Apr 2018
Posts: 4
Does anyone know if booking Preferred Hotels with points follows the same rules as other award stays, where you need to have elite status to book more than 30 days out?
sublunary is offline  

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