What is the cost for a Bw Premier Collection hotel's non-response to a customer complaint handled by BWI?
Bw_Premier_Collection Franchise · 2025 FDDAnswer from 2025 FDD Document
ng. |
| Column 1 | Column 2 | Column 3 | Column 4 |
|---|---|---|---|
| Type of Fee | Amount | Due Date | Remarks |
| Customer Care/First Contact Resolution (FCR) | $50 per call handled. FCR: cost of compensation up to one comp. room. Non-FCR: $75 per non response, plus cost of any compensation to customer. | Due and payable monthly upon statement receipt. | Fee for BWI Customer Care agent. Hotel given 2 days to respond; if no response, complaints will be addressed by |
Source: Item 6 — Other Fees (FDD pages 19–26)
What This Means (2025 FDD)
According to Bw Premier Collection's 2025 Franchise Disclosure Document, if a Bw Premier Collection hotel fails to respond to a customer complaint within two days, BWI (presumably Best Western International) will handle the complaint. In such cases, the hotel will incur a fee of $75 per non-response, in addition to the cost of any compensation provided to the customer. This fee is due monthly upon statement receipt.
This policy incentivizes Bw Premier Collection franchisees to address customer complaints promptly. By responding within the two-day window, a franchisee can avoid the $75 fee and maintain control over the resolution process, potentially minimizing compensation costs. The cost of compensation to the customer is not defined, so it is important to understand what that could entail.
Franchisors often implement customer service protocols and may charge fees for non-compliance to ensure brand standards and customer satisfaction are maintained across all locations. The specific fees and response times can vary widely depending on the franchise system and industry. It is important to note that the $75 fee is in addition to any compensation paid to the customer, meaning the total cost of a non-response could be significantly higher than $75.
Prospective Bw Premier Collection franchisees should consider this fee and the potential compensation costs when evaluating the financial implications of operating a franchise. Prompt and effective customer service is crucial not only for avoiding these fees but also for maintaining a positive reputation and fostering customer loyalty.