Issues with "Your Extras"?
May 20, 2018, 10:10 am
#17
Join Date: May 2018
Posts: 1
I have had nothing but troubles with getting my Starbucks cards, I have not recieved 10 of them, out of 20 eligible stays.
This year the ones that do come through show up accurately on the quarterly statements, and the ones that never came through do not.
So obviously it is not a SPAM filter or lost e-mail issue.
I called and spent 30 minutes trying to explain the simple issue, then was told 7-10 business days it would be fixed and new ones would be sent as they had to contact Starbucks.
I know this is not the only way to solve it because last year I had a few that did not come through and I called and was put on hold, and 30 minutes later an new e-mail with code showed up.
I called back in 12 business days, got put on hold, was promised a solution, Was told that it shows they tried e-mailing me and calling with resolution (THAT DID NOT HAPPEN) after being on hold 20 minutes she comes back on and wants to confirm my e-mail address?????
Really???? I just explained some come through and some don't plus you have my profile right there.
On hold anoth 15 bminutes then she says the wait is long to talk to a supervisor, but she says he is just going to tell me when it has been turned over to some reolution dept.
Then she says he will call me back in 1 hour, I ask, what If I'm driving or flying? she has no answer, he call 3 hours later and says it's taken care of and I will see
e-mail advising resolution in 24 hours, no more than 72,....guess what it's been 72 hours and still NO e-mail or communication.
I was telling him how irritating this is and asking him EXACTLY what is going to be the "resolution" I want 10 $5.00 starbucks certificates e-mailed.
He talks in circles, and just sounds like a robot, just like ALL of Choice Hotels (non) service people.
He finally says have a good day and hangs up on me.
Last year I stayed 75 nights at Choice Hotels, 26 so far this year, but dealing with them is not worth the hassle, I told them I have been at Holiday inn for the last 3 weeks because of this and they could care less.
I have rarely seen a company so utterly disconnected from customer satisfaction and simple problem resolution.
If the Choice person that responded in this thread knows how to communicate to someone that actually cares about a customer that has Diamond status for many years and stays 60-70 nights a year, get a hold of me. I have 4-5 months of travel yet to come and your hotel is not interesting to me after this headache, and lack of customer support people that actually understand an issue and have the tools to fix it.
This year the ones that do come through show up accurately on the quarterly statements, and the ones that never came through do not.
So obviously it is not a SPAM filter or lost e-mail issue.
I called and spent 30 minutes trying to explain the simple issue, then was told 7-10 business days it would be fixed and new ones would be sent as they had to contact Starbucks.
I know this is not the only way to solve it because last year I had a few that did not come through and I called and was put on hold, and 30 minutes later an new e-mail with code showed up.
I called back in 12 business days, got put on hold, was promised a solution, Was told that it shows they tried e-mailing me and calling with resolution (THAT DID NOT HAPPEN) after being on hold 20 minutes she comes back on and wants to confirm my e-mail address?????
Really???? I just explained some come through and some don't plus you have my profile right there.
On hold anoth 15 bminutes then she says the wait is long to talk to a supervisor, but she says he is just going to tell me when it has been turned over to some reolution dept.
Then she says he will call me back in 1 hour, I ask, what If I'm driving or flying? she has no answer, he call 3 hours later and says it's taken care of and I will see
e-mail advising resolution in 24 hours, no more than 72,....guess what it's been 72 hours and still NO e-mail or communication.
I was telling him how irritating this is and asking him EXACTLY what is going to be the "resolution" I want 10 $5.00 starbucks certificates e-mailed.
He talks in circles, and just sounds like a robot, just like ALL of Choice Hotels (non) service people.
He finally says have a good day and hangs up on me.
Last year I stayed 75 nights at Choice Hotels, 26 so far this year, but dealing with them is not worth the hassle, I told them I have been at Holiday inn for the last 3 weeks because of this and they could care less.
I have rarely seen a company so utterly disconnected from customer satisfaction and simple problem resolution.
If the Choice person that responded in this thread knows how to communicate to someone that actually cares about a customer that has Diamond status for many years and stays 60-70 nights a year, get a hold of me. I have 4-5 months of travel yet to come and your hotel is not interesting to me after this headache, and lack of customer support people that actually understand an issue and have the tools to fix it.
May 21, 2018, 6:13 pm
#19
Join Date: Oct 2005
Location: ORD, MDW or MKE
Programs: American and Southwest. Hilton and Marriott hotels primarily.
Posts: 6,458
May 22, 2018, 12:02 am
#20
Join Date: May 2018
Posts: 1
In my case, I used to received 500 choice extra point untill end of last year. it was no problem. i got it everytime. Since 2018 Jan1st. i switched to united airline mileage.
I have stayed choice hotel 31times since Jan 1st this year I got only 3 times united mileage. I do not get it 28 times. I asked hotel receptionists about this. but almost every receptionists do not know difference between YOUR EXTRA and regular points. I explained to them. off course they can not help me.
i contacted to customer service. Finally I could talked to them today. answer is they would fix, if not expain to me by email.
i will report next week.
I have stayed choice hotel 31times since Jan 1st this year I got only 3 times united mileage. I do not get it 28 times. I asked hotel receptionists about this. but almost every receptionists do not know difference between YOUR EXTRA and regular points. I explained to them. off course they can not help me.
i contacted to customer service. Finally I could talked to them today. answer is they would fix, if not expain to me by email.
i will report next week.
May 23, 2018, 9:25 am
#21
Company Representative, Choice Hotels
Join Date: Apr 2015
Posts: 449
My apologies to those of you who have experience issues with Your Extras. If you have not already done so, can you please private message me with your member number and phone number so we can further research these issues? Thank you and again, my sincerest apologies.
Jun 12, 2018, 2:51 pm
#22
Join Date: Jun 2018
Programs: Most Hotel Affiliations
Posts: 1
I have roughly the same story....
I have had nothing but troubles with getting my Starbucks cards, I have not recieved 10 of them, out of 20 eligible stays.
This year the ones that do come through show up accurately on the quarterly statements, and the ones that never came through do not.
So obviously it is not a SPAM filter or lost e-mail issue.
I called and spent 30 minutes trying to explain the simple issue, then was told 7-10 business days it would be fixed and new ones would be sent as they had to contact Starbucks.
I know this is not the only way to solve it because last year I had a few that did not come through and I called and was put on hold, and 30 minutes later an new e-mail with code showed up.
I called back in 12 business days, got put on hold, was promised a solution, Was told that it shows they tried e-mailing me and calling with resolution (THAT DID NOT HAPPEN) after being on hold 20 minutes she comes back on and wants to confirm my e-mail address?????
Really???? I just explained some come through and some don't plus you have my profile right there.
On hold anoth 15 bminutes then she says the wait is long to talk to a supervisor, but she says he is just going to tell me when it has been turned over to some reolution dept.
Then she says he will call me back in 1 hour, I ask, what If I'm driving or flying? she has no answer, he call 3 hours later and says it's taken care of and I will see
e-mail advising resolution in 24 hours, no more than 72,....guess what it's been 72 hours and still NO e-mail or communication.
I was telling him how irritating this is and asking him EXACTLY what is going to be the "resolution" I want 10 $5.00 starbucks certificates e-mailed.
He talks in circles, and just sounds like a robot, just like ALL of Choice Hotels (non) service people.
He finally says have a good day and hangs up on me.
Last year I stayed 75 nights at Choice Hotels, 26 so far this year, but dealing with them is not worth the hassle, I told them I have been at Holiday inn for the last 3 weeks because of this and they could care less.
I have rarely seen a company so utterly disconnected from customer satisfaction and simple problem resolution.
If the Choice person that responded in this thread knows how to communicate to someone that actually cares about a customer that has Diamond status for many years and stays 60-70 nights a year, get a hold of me. I have 4-5 months of travel yet to come and your hotel is not interesting to me after this headache, and lack of customer support people that actually understand an issue and have the tools to fix it.
This year the ones that do come through show up accurately on the quarterly statements, and the ones that never came through do not.
So obviously it is not a SPAM filter or lost e-mail issue.
I called and spent 30 minutes trying to explain the simple issue, then was told 7-10 business days it would be fixed and new ones would be sent as they had to contact Starbucks.
I know this is not the only way to solve it because last year I had a few that did not come through and I called and was put on hold, and 30 minutes later an new e-mail with code showed up.
I called back in 12 business days, got put on hold, was promised a solution, Was told that it shows they tried e-mailing me and calling with resolution (THAT DID NOT HAPPEN) after being on hold 20 minutes she comes back on and wants to confirm my e-mail address?????
Really???? I just explained some come through and some don't plus you have my profile right there.
On hold anoth 15 bminutes then she says the wait is long to talk to a supervisor, but she says he is just going to tell me when it has been turned over to some reolution dept.
Then she says he will call me back in 1 hour, I ask, what If I'm driving or flying? she has no answer, he call 3 hours later and says it's taken care of and I will see
e-mail advising resolution in 24 hours, no more than 72,....guess what it's been 72 hours and still NO e-mail or communication.
I was telling him how irritating this is and asking him EXACTLY what is going to be the "resolution" I want 10 $5.00 starbucks certificates e-mailed.
He talks in circles, and just sounds like a robot, just like ALL of Choice Hotels (non) service people.
He finally says have a good day and hangs up on me.
Last year I stayed 75 nights at Choice Hotels, 26 so far this year, but dealing with them is not worth the hassle, I told them I have been at Holiday inn for the last 3 weeks because of this and they could care less.
I have rarely seen a company so utterly disconnected from customer satisfaction and simple problem resolution.
If the Choice person that responded in this thread knows how to communicate to someone that actually cares about a customer that has Diamond status for many years and stays 60-70 nights a year, get a hold of me. I have 4-5 months of travel yet to come and your hotel is not interesting to me after this headache, and lack of customer support people that actually understand an issue and have the tools to fix it.
