Customer ReviewsforCLC Lodging

CLC booked three rooms at our small Lodge in Montana through the GDS (Global Distribution System). Booking in this fashion (typically by a travel agent) requires no direct contact be made with any of our staff. The Lodge receives bookings directly into our computer system through the GDS, and therefore no direct contact is made with our staff. When we tried to process the first night's deposit on each of the three reservations, CLC's credit card was declined. We immediately tried calling CLC, but nobody answered their phone. We waited on hold for well over an hour.. Since we could not get in touch with CLC, we continued to hold all three reservations as it was a Sunday, and perhaps there were no agents working on Sunday since nobody was answering their phones. Regardless, all three reservations were no call/no shows on Sunday night. Then Monday comes and I again tried to contact CLC. After waiting on hold for well over an hour, I was told that I needed to contact CLC's Ecommerce Department. Again, I waited on hold for well over an hour to finally be told by CLC"s representative that all three of these reservations had been cancelled. However, CLC could not provide any cancellation confirmation from our small Lodge, and even two days after the guest was supposed to depart, the reservations are still showing as "Active" in the GDS. Therefore, no attempt had been made to cancel any of these reservations. If CLC was experiencing a computer problem, they could have easily called the Lodge directly to cancel, but nobody did. We are a small Lodge, not a large corporation that can easily bury this lost revenue. Unfortunately, the Lodge was sold out for these reservations, and now cannot recoup this lost revenue. As a result of CLC's inability to manage its reservations, we were left with three empty rooms. Had CLC actually cancelled these reservations, we would have had the opportunity to resell them. Shame on them for taking advantage of a small business!

Our sincere apologies for any inconvenience and frustration caused. A member of our CLC hotel network team will be reaching out to discuss the situation at hand.

I just want to give a loud shout out to the representative that helped me on yesterday ! Her name is Julie D****** and I had already spoken with 3 other representatives and a case manager and no one could assist me. It all started when a payment was sent over and declined...some how the issue became all my fault and I was told I could not cancel or change anything because of the hotel change policy. Well how could this be my fault if the company that provided payment, was declined? So I then had to pay for the reservation over the phone with the hotel and when I tried to call and tell them to not charge me for one of the rooms, they simply said that was very hard to do because of the policy. I'm not going to bash the program because it does work for me, but when there's an issue ,my best advice is to keep trying until you reach Ms. D******! The 5 stars are not for the company's service they are for the kind courtesy of Julie!!

Thank you Ms. G***** for your complements about Julie. We are very lucky to have her. Our sincere apologies about the hotel in question and the confusion with the hotel. I've deposited $50 in CheckINN Dollars for your account. The $50 will de deducted from your next invoice with us. Thank you for your partnership. Sincerely, Susan Thomann Vice President, Client Services

I'm going to cancel my membership! My husband and I had a recent 2 day stay at the same hotel. I booked thru the ****** app but pay with my CLC card all the time since ****** doesn't take the CLC card #'s as a valid payment form. He is a truck river and had a delivery in the area. I booked the first night and the king room was $122/night. He ended up with another run to deliver but we had already checked out. We reserved another room same hotel and the rate thru the app was $101! I was charged $150 for the first night and $143 for the second by CLC! I called and spoke with a very unprofessional rep named NIKKI..I asked her about the rates and she said: " The rates provided to them are outdated and not current like the rates on the app-by a 3 week or so difference" "the company was aware of the issue and working on getting the rates to be more current to avoid this issue". I asked her about refunding me the difference, and she repeated the exact same thing to me, I asked my question again- she then said: " What part of what I'm saying are you not understanding!" I asked for her supervisor- She told me he/she wasnt available. I asked for a corporate # or email- She said her office was corporate. She did offer, after all that- to take my # and have a supervisor call me back.. I'm still waiting on that..I also sent an email to ************************* .. I am still waiting on a response from that as well. I dont understand how you guys can know there is an issue with the dates of the prices and actually have rep's edplain your fault as opposed to just refunding people the money your stealing. If we just stop using CLC and get a card directly thru ****** then we would be guaranteed the lowest prices.. LIKE YOUR COMPANY CLEARLY ************ STATE! I am now sure I have ALWAYS been overcharged for each of my stays and I want to be refunded immediately those differences! Also please extend some extra customer service care courses to Nikki because she needs them.

I'm truly sorry to hear that Ms. ***** isn't satisfied with CLC services.

The CLC Lodging program works a little differently than booking at chain Web sites, such as Choice. We retrieve BAR rates from hotels on a weekly basis and lock in those BAR rates for a 4-week period. Our program today doesn't dynamically refresh LPRs daily, as our goal is to ensure we lock in lower BAR rates when hotels increase theirs.

We listened to the phone call with Ms. ***** and my Customer Service Rep, Nikki, and Nikki attempted to explain how the CLC program works. We didn't find our rep to be unprofessional or discourteous, so I'm sorry if Ms. ***** feels that she was disrespected.
This is not an "issue" at CLC - our program has worked this way for 14 years. We are however looking to upgrade the frequency of updating our hotel BAR rates, but that is not available today.

I will have a supervisor contact Ms. ***** to see if we can explain things a little more clearly.

Regards,
Susan *******
VP, Direct Lodging

I, Mrs. *****- would appreciate that. Am I am not sure who "Ms. *****" is. For the record, again- I did go out of my way to have this resolved internally by a supervisor over the phone AND by email..as opposed to going through the BBB for resolve as a 3rd party. Although, my issue is not being resolved nor my questions answered. I am including a copy of the email requesting such as also in the phone call that was listened to. The disrespect is in tone and if you didn't sense that or would have appreciated it being to you as a customer then that's fine. I understand the policy, my question is if your company acknowledges that it is not offering the lowest prices as it boasts, then why I am not able to be refunded the differences back to what would fair if your system did update properly? Why isn't customer satisfaction come first- Is it because if you do it for my small company- who you are intentionally robbing w/false promises of low prices-then you would potentially have to do it for all your customers? Why did I have to involve the BBB to get any response at all?

*****EMAIL SENT 8 DAYS AGO..BELOW*****
Dwayne & Elizabeth ***** <*****************************>
Thu, Aug 11, 9:43 PM (8 days ago)
to prioritymember

Hello!

I need to speak with either a supervisor or I need the corporate email or # to make a formal complaint. I asked for this info 3 days ago when I called to question rates vs. charges, my number was taken.. but no one has called and I was told there "is no corporate number/email "per "Nikki"- who also verbally questioned my competence.

I will have no other choice but to file a BBB complaint if neither manifests.

Thanks.

Signed,

An extremely unhappy PAYING customer.

Liz
CEO