What is the fee for resolution costs for a Hawthorn Suites By Wyndham franchise?
Hawthorn_Suites_By_Wyndham Franchise · 2025 FDDAnswer from 2025 FDD Document
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| Name of Fee | Amount | Due Date | Remarks 1 |
|---|---|---|---|
| Guest Loyalty and Satisfaction Fees | bookings directly at your Facility. Participation is currently optional but may be mandatory in the future. Of the 6% fee, a portion is remitted to Groups360, and a portion is retained by us. | ||
| Loyalty Program Charge 4 | 4.25% to 5.5% of all amounts on which members earn points or other program currency. | Payable after a member is awarded points at the Facility and upon receipt of our invoice. | The amount of your Loyalty Program Charge may vary within the stated range based on the number of Wyndham Rewards Valid Enrollments obtained by your Facility during a defined measurement period or other metric we determine from time to time, as described in the Front Desk Guide ("Loyalty Metric"). Loyalty Program Fees fund the costs associated with operation, customer support, technology and marketing of the Wyndham Rewards guest loyalty programs. |
| Loyalty Missed Valid Enrollment Fee | Up to $1,200 per calendar quarter (or $400 per month). Currently, $750 per calendar quarter (or $250 per month). | Payable upon receipt of our invoice | If your Facility fails to achieve a required number of Wyndham Rewards Valid Enrollments (or other Loyalty Metric that we may require from time to time) during a defined measurement period, as described in the Front Desk Guide, you must pay us a Missed Valid Enrollment Fee. |
| Loyalty Member Services Administration Fee | Currently, $50 per complaint. | Payable upon receipt of our invoice. | You must pay this fee if you do not process a member's points in a timely manner and we resolve the issue with the member. |
| Customer Care Program | Resolution costs. | When we invoice you. | You must pay the resolution costs if you d |
Source: Item 6 — OTHER FEES (FDD pages 27–44)
What This Means (2025 FDD)
According to Hawthorn Suites By Wyndham's 2025 Franchise Disclosure Document, franchisees are responsible for resolution costs associated with customer complaints. The exact amount of the resolution costs is not specified; instead, Hawthorn Suites By Wyndham will invoice franchisees for these costs when they are incurred. This fee is levied if a franchisee fails to resolve a guest's complaint in a timely manner, necessitating intervention from Hawthorn Suites By Wyndham to resolve the issue directly with the member.
This policy means that franchisees must prioritize and efficiently handle guest complaints to avoid incurring additional expenses. The timeliness of resolving complaints is crucial, as delays can lead to Hawthorn Suites By Wyndham stepping in and billing the franchisee for the resolution efforts. This encourages franchisees to invest in effective customer service and complaint resolution processes.
Prospective franchisees should inquire with Hawthorn Suites By Wyndham about what specific actions on their part would be considered a failure to resolve guest complaints in a timely manner, and what the typical range of resolution costs has been for other franchisees. Understanding these factors can help a new franchisee budget appropriately and implement best practices for customer service.