Is a Bw Premier Collection Hotel required to participate in a customer feedback program?

According to the 2025 Bw Premier Collection FDD, a Bw Premier Collection hotel is required to participate in a customer feedback program. The FDD states that the hotel must "Participate in a customer feedback program." This requirement ensures that Bw Premier Collection maintains brand standards and addresses customer concerns effectively.

Additionally, the FDD mentions that the hotel must "Respond to customer complaints in a prompt, courteous, reasonable manner" and "participate in the BWI customer complaint program and pay those related fees as detailed in Exhibit A." This indicates that Bw Premier Collection has a structured system for managing and resolving customer complaints, which the franchisee must adhere to.

Furthermore, Bw Premier Collection requires hotels to "Provide access to guest satisfaction surveys" and notes that the "Hotel will be responsible for a per month guest satisfaction survey usage fee." This suggests that Bw Premier Collection uses guest satisfaction surveys as part of its customer feedback program, and franchisees will incur a monthly fee for using these surveys. This comprehensive approach to customer feedback helps Bw Premier Collection hotels monitor and improve their services, but it also adds to the operational responsibilities and costs for the franchisee.