What is the Bw Premier Collection Hotel's obligation regarding customer complaints?

According to the 2025 Bw Premier Collection FDD, the hotel must respond to customer complaints in a prompt, courteous, and reasonable manner. The hotel is also required to participate in the Bw Premier Collection customer complaint program and pay the related fees, as detailed in Exhibit A of the FDD. Additionally, the hotel must participate in a customer feedback program.

This means that franchisees must establish procedures for handling and resolving customer complaints efficiently and professionally. They will also need to budget for the fees associated with the Bw Premier Collection's customer complaint program. By participating in the customer feedback program, Bw Premier Collection aims to gather insights and improve service quality across all franchise locations.

These requirements ensure that Bw Premier Collection maintains a consistent standard of customer service across all its locations. Prospective franchisees should carefully review Exhibit A to understand the full scope of the customer complaint program and the associated costs. Meeting these obligations is crucial for maintaining a positive brand reputation and ensuring customer satisfaction.