Unable to Reach Customer Support

Old Jul 11, 17, 1:29 pm
  #1  
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Unhappy Unable to Reach Customer Support

Hi, I had an issue with a recent reservation at a Comfort Inn. Specifically, I arrived (around 12:30 in the afternoon), the hotel had no power and was not going to have power until at least the middle of the night and so I was forced to make a reservation at an alternative hotel at greater expense. Further details are noted below in the emails I sent to Choice, but long story short is I am having no luck getting my points put back in my account (the reservation was with points) or any other compensation (I have not received any sort of response from Choice). Any advice?

Thanks!

---------------------

Email sent to [email protected] on Sunday, July 2 2017 at 3:19 PM (a few hours after I tried to check-in at the hotel and learned they had no power):

I made a reservation with rewards points for the Comfort Inn Near Warner Center for July 2 - 4, 2017. Reservation number [redacted]. Upon arriving, I was not even able to get into the hotel's parking lot because a power line had been knocked down in front of the hotel (photo attached). I parked in a lot down the block and walked into the hotel's lobby. The person working there was very kind, but explained he could not check us in because there was no power and that the latest estimate was that there would not be power for at least another 10 hours. He suggested finding alternate lodging, noting that the other hotels/motels right in the area were also without power. He suggested calling to Choice to get assistance with this. I went back to my car and called Choice. The agent I spoke with said he was unable to do anything because I was within the cancellation window but that he was going to transfer me to another customer support person. When he did this, it went to a voicemail. I tried calling one more time and had the same issue. At this point, having no other choice I went online and booked a room at a Marriott a couple miles away that was still close enough to where I needed to be but which also had power. This came at substantial cost of $175/nt + tax (invoice attached). While I understand the downed power line was outside of the hotel's control, in this situation I would have expected much better support and assistance in securing an alternate reservation without out of pocket costs. I am hoping you can assist with rectifying this situation by returning the choice points used for this reservation and also providing compensation for the significant out of pocket costs I incurred in securing alternate lodging.

Please let me know if I can provide you with any further information. I can also be reached on my cell phone at [redacted].

-----------------

After receiving no response and also logging into my Choice account to the shock that somebody at the hotel had taken the liberty of checking me and out of the reservation, I sent this email to the same email address at 9:42 AM on July 6th:

Hello,

I am following up on the below email. Please let me know if I can provide any further information. In addition, I want to note that I logged into my Choice account today and there was a folio for this reservation which states that I checked into this hotel at 4:15 AM on 7/3 and checked out at 4:47 AM on 7/4. This was definitely not the case -- other than my initial visit to the property on 7/2 noted in my last email, I did not make any other visits to the hotel.
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Old Jul 11, 17, 6:55 pm
  #2  
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You may want to try calling them on the phone. It's easier to know if a human is listening and understanding your issue in a interactive situation like a voice phone call (or an online chat where available, but I don't think that's available at Choice), than in an email that nobody seems to answer and so you can't even tell if anyone read it or not, or if they read it but are waiting to follow up with the hotel before answering.
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Old Jul 11, 17, 7:55 pm
  #3  
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Definitely call, but keep the facts down to way, way less than you have in your OP. All that matters is that the property was unavailable due to a power failure and the clerk could not check you in.

If you do have to follow up, keep the email to the above length too.

The Marriott cost ought to be covered by your travel insurance. If you see anything from the Choice people, it will be a pittance.
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Old Jul 12, 17, 8:37 am
  #4  
Company Representative, Choice Hotels
 
Join Date: Apr 2015
Posts: 187
Appologies for the Confusion!

Originally Posted by shotime1 View Post
Hi, I had an issue with a recent reservation at a Comfort Inn. Specifically, I arrived (around 12:30 in the afternoon), the hotel had no power and was not going to have power until at least the middle of the night and so I was forced to make a reservation at an alternative hotel at greater expense. Further details are noted below in the emails I sent to Choice, but long story short is I am having no luck getting my points put back in my account (the reservation was with points) or any other compensation (I have not received any sort of response from Choice). Any advice?

Thanks!

---------------------

Email sent to [email protected] on Sunday, July 2 2017 at 3:19 PM (a few hours after I tried to check-in at the hotel and learned they had no power):

I made a reservation with rewards points for the Comfort Inn Near Warner Center for July 2 - 4, 2017. Reservation number [redacted]. Upon arriving, I was not even able to get into the hotel's parking lot because a power line had been knocked down in front of the hotel (photo attached). I parked in a lot down the block and walked into the hotel's lobby. The person working there was very kind, but explained he could not check us in because there was no power and that the latest estimate was that there would not be power for at least another 10 hours. He suggested finding alternate lodging, noting that the other hotels/motels right in the area were also without power. He suggested calling to Choice to get assistance with this. I went back to my car and called Choice. The agent I spoke with said he was unable to do anything because I was within the cancellation window but that he was going to transfer me to another customer support person. When he did this, it went to a voicemail. I tried calling one more time and had the same issue. At this point, having no other choice I went online and booked a room at a Marriott a couple miles away that was still close enough to where I needed to be but which also had power. This came at substantial cost of $175/nt + tax (invoice attached). While I understand the downed power line was outside of the hotel's control, in this situation I would have expected much better support and assistance in securing an alternate reservation without out of pocket costs. I am hoping you can assist with rectifying this situation by returning the choice points used for this reservation and also providing compensation for the significant out of pocket costs I incurred in securing alternate lodging.

Please let me know if I can provide you with any further information. I can also be reached on my cell phone at [redacted].

-----------------

After receiving no response and also logging into my Choice account to the shock that somebody at the hotel had taken the liberty of checking me and out of the reservation, I sent this email to the same email address at 9:42 AM on July 6th:

Hello,

I am following up on the below email. Please let me know if I can provide any further information. In addition, I want to note that I logged into my Choice account today and there was a folio for this reservation which states that I checked into this hotel at 4:15 AM on 7/3 and checked out at 4:47 AM on 7/4. This was definitely not the case -- other than my initial visit to the property on 7/2 noted in my last email, I did not make any other visits to the hotel.
My sincerest apologies for the confusion and inability to get in contact with a customer service representative who could resolve this issue for you. Can you please private message me with your member number and phone number so that I can escalate this issue and have one of our agents reach out to you?

Thank you and again my sincerest apologies!
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Old Jul 15, 17, 7:19 am
  #5  
 
Join Date: May 1999
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Originally Posted by ChoiceHotels View Post
My sincerest apologies for the confusion and inability to get in contact with a customer service representative who could resolve this issue for you. Can you please private message me with your member number and phone number so that I can escalate this issue and have one of our agents reach out to you?

Thank you and again my sincerest apologies!
How long should we expect a response from a customer service representative to take? I believe I have several missing stay requests and email questions still awaiting a response for more than six weeks.
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Old Jul 15, 17, 5:52 pm
  #6  
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Choice does this. Blows off its customers and then monitors social media and takes care of the very few squeaky wheels.

OP may get some satisfaction in order to shut him up.

As a matter of routine, perfectly good if things are OK, but don't expect followup if there is an incident.
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Old Jul 15, 17, 8:06 pm
  #7  
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Originally Posted by starflyer View Post
How long should we expect a response from a customer service representative to take? I believe I have several missing stay requests and email questions still awaiting a response for more than six weeks.
For the first response: Only a handful of seconds.

But only if you are in a live interactive conversation, such as phone call. (An interactive online chat would work similarly well, but I don't think Choice offers that.)
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Old Jul 15, 17, 8:52 pm
  #8  
 
Join Date: Jul 2017
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I had the same Issue . I just reached Gold and wanted to use some of my points. I had a confirmed booking. I showed up to the hotel and was told they overbooked and there was a gliche in the system . I was then sent to a hotel that was not a choice hotel 45 minutes away. I called and after 45 minutes of phone time. I finally got my points back. I feel like I was punished for both using my points and for being a late check in. I was transferred to some line that no one answered and a machine took my message . Still no call back . Argghhh so much for being treated like a Gold member.
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