What are the obligations of a Bw Premier Collection Hotel regarding customer complaints?

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

This requirement means that Bw Premier Collection franchisees must establish and maintain a system for addressing and resolving customer complaints efficiently. This includes training staff to handle complaints professionally and implementing procedures to ensure timely responses. The fees associated with the customer complaint program, detailed in Exhibit A, represent an ongoing cost that franchisees must factor into their operating expenses.

By mandating participation in a customer complaint program, Bw Premier Collection aims to ensure consistent service standards across all franchise locations. This helps protect the brand's reputation and maintain customer satisfaction. Prospective franchisees should carefully review Exhibit A to understand the full scope of the customer complaint program and its associated costs before investing in a Bw Premier Collection franchise.