Issues with "Your Extras"?
 

I've checked in to two different hotels this week so far (and have a third stay starting tomorrow), and so far I haven't gotten my "Your Extras" selection after check-in for either stay - I have Starbucks $5 gift card selected as my choice. I asked the front desk at the first hotel about this, and they said they have no control over it (and really didn't know about the program's existence). When I called Choice Privileges support, they said I would need to wait until 72 hours after check-out for each stay to rectify. All of my previous stays have generated the egift card as expected, and I double-checked that my selection was still present in my profile.

Is anyone else having issues this week? ChoiceHotels, can you help out?

Make sure you didn't just stay on the weekend. Your stay has to include a Sunday-Thursday night. Stays on Friday or Saturday night by themselves are not qualifying.

These are all one-night stays this week during the work week. Monday night, Tuesday night, and Wednesday night (tonight). So far I'm 0/2 getting the Starbucks card emailed to me.

Sorry for the Inconvenience
 

My apologies that you have not been receiving your Your Extras. We will definitely look into this for you. Can you please private message me with your Member number so that we can look into this and your phone number so that we can call you if we have any follow up questions?

PM sent. Thank you for your help!

No Extras for checkin Monday 5/15 for me either now that you mention it

Update: I did PM ChoiceHotels, as well as call Choice Privileges guest services, but have not received the two Extras from last week yet. I am still confident that I will get them eventually, but it's been a bit arduous for something that should have come automatically on check-in.

13/14 Choice stays this year I've received my extras (Amazon GC). I tried to call customer service for my missing one after it happened but it proved to not be worth the $2.50 so I gave up. No rhyme or reason why I didn't get it at check-in like normal.

Another Sunday checkin without an Extra. Nada for last Monday either. Something is broken

I'm missing it from my last 7 stays

So sorry to hear that you have not been receiving your Your Extras. Can you both please private message me with your member number and phone number so that we can get this issue resolved?

Missing Extras have been awarded and just got Extras email shortly after check in today, so whatever was broken looks to be fixed.

Not receiving "My Extras"
 

Add me to the list of people who are not receiving this benefit.

Signed up for the Starbucks extra. Missing over half of the extras over the last few months.

ChoiceHotels was able to get the issue rectified for me, so I would suggest PMing them here on FT. They are pretty responsive during normal M-F business hours.

Already did that. interesting that you get better service from ChoiceHotels on an outside forum, rather than their own site.

I hadn't noticed this before, but 'your extras' bonus has gone from 500 points to 400 points.

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.

I just picked the points from the beginning to avoid any problems (and having 20 gift cards with a low value). I always get the points within 72 hours.

That works. But why should we have to do it.

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.

I have roughly the same story....
 

I couldn't agree with you more. This first happened to me a few months after this program first started and after numerous calls, and emails one rep said to change the email. I had an [MENTION=63256]yahoo[/MENTION] address and changed to an @gmail address and problem was fixed up until March of this year and haven't received cards for my last couple of stays. I use to stay at Choice all the time, but have been going to other hotel chains because of this problem mainly. This seems such a easy problem to fix and resolve for those of us that do have issues, but when I talk to the Choice reps they say they can't give me a Starbucks card, and can only give me 400 points for each stay missed. Seriously that response and resolution upsets me.