What is the Guest Relations process called for Even Hotels?
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, the Guest Relations process is called One Contact Resolution. This system aims to improve guest satisfaction by enabling case managers to quickly address guest concerns.
Under this process, the Even Hotels franchisee is expected to resolve service or quality-related issues during the guest's stay. For post-stay contacts regarding service or quality, Guest Relations case managers will handle the resolution on behalf of the hotel. This may include compensating the guest with up to one night's room fee and tax.
The Even Hotels franchisee is responsible for paying a $150 case management fee per incident, in addition to any compensation provided to the guest. However, the franchisee can earn a quarterly fee waiver for service and quality cases by achieving a Guest Relations Index in the top third of the Brand System. Issues not related to service or quality are referred back to the hotel for resolution.