Total Amount in Dispute:
$823.00
Total Amount Settled:
$0.00
Complaint Experience
0%
Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Some complainants allege that the company deleted their frequent flyer miles from their records or received notification the accumulated miles had expired due to a one year period of no usage. Other guests report dissatisfaction with non-cancelable reservation policies inability to obtain credits for future visits or that specific amenities such as king size beds or non smoking rooms reserved in advance were unavailable to guests upon arrival. A few complainants allege the condition of the room was of poor or sub-standard quality or that company personnel was rude or unhelpful in resolving their concerns.
The company responds to some complaints by giving credits gift certificates or refunds. Allegations of disappearing frequent flyer miles were generally not addressed. Most complaints are unanswered.
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