The following is the follow up to this article: Choice Hotels = HUGE Customer Service Fail
I am writing on behalf of the Chief Marketing Officer of Choice Hotels International. He has forwarded your comments to my attention. He has also asked me to review the issues you have raised and respond to you directly.
First, we would like to extend our apologies for your unfortunate experience with the Choice Hotels Gift Cards and with the Quality Hotel and Conference Centre in Niagara Falls, Ontario. As a franchisor of the Quality hotels, Choice Hotels International encourages complete satisfaction to all our customers and hope that you will consider this an isolated incident.
We would also like to encourage you to use our many fine hotels in the future. In this regard, we are sending you a check for $200.00 with our compliments. It will be sent under separate cover within approximately four to six weeks.
Again, we hope you will look upon this matter as an isolated incident that is not indicative of the high standards of service and hospitality that our hotels are known to offer. Please accept our apology.
I received this letter a couple of weeks ago and sure enough… a check arrived in the mail this past week. As a customer, I wanted to be heard and I wanted to be treated fairly. Jamie Boyce did that for me. In going above and beyond my expectations to correct this issue, she has saved a customer. I will use a Choice Hotels again because she allowed me to keep the gift cards. As a matter of fact, I may use them this week while visiting Virginia.
The bottom line? I was really angry at being treated unfairly by the hotel in Niagara Falls and by the customer service department. My emotional response to seeing their signs was very negative, I would NEVER have crossed the threshold of any of their hotels again. I’m now willing to give them another chance and based on how often I stay in hotels, their $200 investment in repairing this problem will be returned to them tenfold over the coming years. Nice comeback Choice Hotels International. Thank you.