July 28, 2003

Charles A. Ledsinger Jr., CEO
Choice Hotels International
[address redacted]

Dear Mr. Ledsinger,

Over the past few weeks I have spent a good deal of time attempting to resolve two complaints that I filed regarding my family's stay at the Comfort Inn in Wall, New Jersey on July 12th. So far my attempts have led only to frustration!

Mr. Ledsinger, I am truly sorry that I have been forced to take up your valuable time to address these matters, but I have no other option in light of the absolutely appalling performance on the part of the aforementioned hotel and your Customer Relations Department.

The full-length, original complaints are enclosed with this letter. For the moment, sir, I would like walk you through my experience:

- I filed two complaints on July 12th and 13th. They primarily discussed the attempted extortion and profiteering on the part of the Wall NJ Comfort Inn manager, and the generally ghastly conditions of the hotel-including breakfast cereal between the sheets of a made-up bed! The complaints were filed via the internet from the hotel room.

- The issues mentioned in the attached complaints were brought up with the manager of the hotel, who simply dismissed them and mentioned that the hotel would soon be going under renovations (which does not address the cleanliness or extortion issues). He did not feel that refunding our money under the 100% Satisfaction Guarantee was called for.

- As we were leaving the hotel, we asked a Comfort Inn maintenance worker when the rooms were to be renovated. He stated that the rooms had already had been renovated. (!?) He stated that the rest of the renovation would be on the exterior of the building.

- Seven business days later I had not received a reply from Choice Hotels. I called to check with Customer Relations and was told that a letter was on the way from Wall, NJ.

- Eventually a letter did arrive directly from the hotel. This letter gives the impression of a form letter, hardly even attempting to address our grievances. I have enclosed a copy of the letter. It speaks of renovating the hotel-which does not address the most significant problems my family encountered! It seems that the Wall NJ Comfort Inn cared more about fulfilling its "obligation" to send me a letter than actually addressing the problem.

- I called the Customer Relations Department with the letter in hand, and spoke with one Eric. Eric, throughout the conversation, seemed unconcerned with my situation and almost annoyed that I had continued to pursue the complaint. I explained the situation to him, including the fact that the letter had not addressed most of the complaints made, and that the hotel had been so far unwilling to extend its "guaranteed" 100% Satisfaction Guarantee. I carefully explained all my concerns with Eric who, in return, told me that someone would look into it and then I would receive another letter. I explained that I did not want another form letter but rather an indication that Choice Hotels was truly concerned about the situation in Wall and was willing to consider refunding our one night's stay. I mentioned to Eric that my father had paid for my wife and the rest of our extended family. Therefore, when I brought up the Satisfaction Guarantee, Eric said he would be unable to do anything because the complaint was from me, not my father (who had paid for the rooms). I stated that I was acting on behalf of everyone who had stayed at the hotel with my last name, including my father. I mentioned that the Satisfaction Guarantee does not mention that only the family member actually paying for the room is entitled to file a complaint that could result in a refund. He said he would not address the issue with me and told me he was going to terminate the call. He alleged a number of times that I was just a "third-party" and therefore he could not deal with me. I said that I was acting on my father's behalf and that I had his ratified authority. Eric said that my father would have to call and file an entirely separate complaint which would be treated as a separate incident-but he could not discuss it with me. When I insisted that I was acting as my father's agent and was only asking that the money be refunded to him, Eric hung up the phone on me. He did not allow me that chance to ask for a supervisor.

- I called Customer Relations again, waiting on hold for another 10 minutes. I reached a representative and asked for a supervisor. She informed me that there was no supervisor in ("She must be at a meeting or something," I was told), but I could be transferred to her voicemail. However, when I reached the supervisor's voicemail (I believe her name was Deb), I found that the mailbox was full!! I returned to the central operator, to whom I explained my situation. She said that I would just have to talk to the Customer Relations Department again.

- With nowhere else to turn, I called back and asked to speak to your office. I was told that they didn't have a number for you, but could give me an address. And so, sir, I find myself writing you this letter.

Mr. Ledsinger, as you can certainly tell, this has been a horrendous experience. You have a hotel in Wall NJ that absolutely demolishes your brand image and cares nothing of its customers. Your Customer Relations Department is an equal disaster and only substantiates the lack of consideration experienced in Wall.

Your 100% Satisfaction Guarantee states that you guarantee total guest satisfaction. I represent myself and the rest of my family when I say that we are certainly not satisfied. The front desk at the hotel was not willing to address our complaints (thus the necessity of returning to the room to email a complaint-twice), and did not wish to extend this Guarantee. Your Guarantee states that "if hotel staff is unable to satisfy the guest, they must credit the guest a maximum of one night's room rental." The Wall NJ Comfort Inn did not live up to this requirement, and neither did your corporate Customer Relations Department.

Finally, Mr. Ledsinger, I would hope that aside from upholding your Guarantee, you might insist on quantifiable improvements at the Wall NJ location, or even the removal the location from the brand altogether. Also, I should hope that you might inquire into the terrible customer service on the part of your Customer Relations Department.

Over the year, my family and I have stayed at various Comfort Inns and previously admired their ability to indeed maintain "luxury on a budget." However, my recent experiences leave in genuine doubt my ability to trust myself to any of the hotels in your Choice Hotels International portfolio.

Sir, I so very much appreciate your time and consideration, and I look forward to your response.

Respectfully yours,

[signature redacted]

Gabriel [last name redacted]

PS - Please note that I have also enclosed digital photographs I took at the Wall NJ Comfort Inn location at the time of my stay.

After sending by FedEx the letter, pictures, and copies of filed complaints to the CEO, I contacted the Wall Township authorities who promised to carry out a surprise health inspection and a surprise safety inspection, specifically targeting the rooms in which we had stayed.

I am pleased to say that after receiving my letter the CEO's office refunded all our money, nearly $900. We also received a letter of apology from his office.

Of course, the question remains: Will the Comfort Inn in Wall NJ continue to operate in such terrible condition? I doubt that I shall return to find out. Nor will I ever stay at a Choice Hotels International property again.