Changes to Customer Relations Process

On July 1, 2018, Choice implemented a new first-call resolution process for guest complaints. First-call resolution is consistent with today’s industry standards and means that Choice will resolve any valid complaints, without referring the call to the hotel.

These changes require your staff to be even more diligent to resolve customer issue. Over the summer, we worked with Choice leadership to make sure that you had ample time to prepare and agreed to not charge the new Case Management fees until September 1, 2018. In addition, we worked with Choice leadership to reduce the Case Management Fee from $100.00 to $70.00 for economy brand hotels. This fee is in line with the brand’s average daily rate.

Please take advantage of the resources that Choice makes available to you on and new training on to help your staff learn how to avoid issues and ask for feedback, before the guest leaves the hotel. Your Area Director can assist you if you have any questions, along with the Choice GM Coaching Line. It’s up to you to take advantage of these resources that are available to you as part of your franchise.