Choice Hotels is implementing a new fee for ‘valid complaints’ that escalate beyond the property level and reach Choice Hotels Guest Relations department. Beginning July 1st, Econo Lodge properties will be assessed a $70 fee per occurrence.
Please review the following document provided by Choice Hotels for more information on the program change, as well as guidelines as to what would be considered a ‘valid complaint’, as opposed to a ‘comment,’ which would not incur the fee.
Please make every effort to submit, in as timely a manner as possible, a Guest Resolution Form on ChoiceCentral for any and all guests that have lodged a complaint on site or that may show a possibility of lodging a complaint after a stay. This could involve an issue at check-in that you may feel was resolved at that time yet has the potential to escalate once the guest leaves the property following check-out. Be pro-active here as it may be the only opportunity that your property has to share its side of the story prior to being assessed the case management fee. There is an appeal process also once a fee has been assessed – the Guest Feedback Appeals Form – but it is far better to be ahead of a problem than dealing behind it.
ELFA will continue to be pro-active with Choice on this issue and will be actively tracking its implementation and progress.