I made a reservation for my wife to stay at a "Choice" hotel in Niagara Falls, New York last month. I used choicehotels.com to make the reservation.On August 16th, I noticed that my credit card had been charged twice. Once the day before her stay and once on the check out day. I contacted Customer Service at choicehotels.com asking that they resolve the problem.
I am still waiting for a credit for the unauthorized charge. Yesterday, August 31, I did receive a corporate feel good message. The message is actually in response to a survey they sent me. The department sending out the survey was much more responsive than the "customer service" department who flat out refused to help me.
I think the goal of that message is to make the corporation feel. It is certainly not going to make me feed good, as I have still paid double for the hotel.
They are certainly deluding themselves if they believe that charging a customer double and refusing to resolve the problem is a good way to encourage customers "continued patronage".
I made the wrong choice and I hope you don't.
[April 5, 2007 update: Choice Hotels has still not resolved the problem!]
Thank you for taking the time to respond to our recent customer satisfaction survey and for providing us with the additional comments about your stay at the Rodeway Inn at the Falls in Niagara Falls, NY. We do apologize for the incident that occurred at this hotel, as well as the delay in responding. We have forwarded the information and issues you have raised to our field staff who will be addressing them directly with the hotel. Choice Hotels is committed to helping facilitate corrective action and ensuring that appropriate changes are made with the hotel directly. Your comments have assisted us in identifying areas in need of attention, and we greatly appreciate your feedback.
We are looking forward to providing quality accommodations and service to you in the future. Thank you for your continued patronage.
