How can Even Hotels earn a quarterly fee waiver on service and quality cases?
Even_Hotels Franchise · 2025 FDDAnswer from 2025 FDD Document
t all times, to follow the applicable brand Standards for Revenue Management Certification and Sales staffing. These requirements may vary for dual-brand Hotels.
Note 19. Guest Relations Fee: One Contact Resolution is a Guest Relations process that allows for increased guest satisfaction by empowering case managers to handle calls quickly. Your Hotel is expected to resolve any guest relations issues of a service or quality nature during the guest's stay. Post stay contacts of a service or quality nature will be resolved by Guest Relations case managers on behalf of the hotel, compensating the guest with up to one night's room fee and tax. The hotel must pay a $150 case management fee per incident as well as any applicable compensation to the guest. Hotels can earn a quarterly fee waiver on service and
Source: Item 6 — OTHER FEES (FDD pages 30–52)
What This Means (2025 FDD)
According to Even Hotels' 2025 Franchise Disclosure Document, franchisees can earn a quarterly fee waiver on service and quality cases. Even Hotels expects its franchisees to resolve guest relations issues of a service or quality nature during the guest's stay. If issues arise post-stay, Guest Relations case managers will handle them, potentially compensating the guest with up to one night's room fee and tax, which the hotel must cover along with a $150 case management fee per incident.
To earn a waiver on these fees, an Even Hotels location must achieve a Guest Relations Index in the top third of the Brand System. This means the hotel must excel in resolving guest issues to minimize escalations to Guest Relations case managers. Any issues that are not related to service or quality are referred back to the Hotel for resolution.
This system encourages Even Hotels franchisees to prioritize guest satisfaction and resolve issues promptly. By achieving a high Guest Relations Index, franchisees can avoid the $150 case management fee and the cost of compensating guests for post-stay service or quality issues. This incentivizes proactive problem-solving and excellent customer service, ultimately benefiting both the franchisee and the brand.