Choice Hotels Reviews

Louisa, at the front desk was so very helpful, promptly getting me the needed paperwork for my family to check in before my delayed arrival. The shuttle was prompt on airport drop offs.

Used Choice hotel's website to book room in Shelbyville, IN but gave an error saying could not process so I refreshed the screen and put my credit card info in again. When the confirmation screen came up, it was for Shelbyville, TN instead. Called the cancellation dept for a refund or to change the booking to the right city, but they said no refunds and nobody at the property answered. Come to find out the property was already sold out for the night….unsure if this is why the website switched IN for TN. Had to pay for two hotel rooms that night in 2 different states, one I never showed up to.

Clarion Inn 4981 28th St SE, Grand Rapids, MI 49512. This was the worst experience I have ever had at a Choice Hotel. We arrived at midnight for Move United Nationals, where my disabled daughter was competing in adaptive sports. Although our reservation clearly showed two queen beds, the hotel did not have the room we reserved. Manager Jacob ** showed no empathy and told me I could either accept one king bed with a sofa bed or he would cancel my reservation “for free.” At midnight, with a disabled child, this was not a reasonable choice—it was appalling. Choice Hotels should investigate this, address the manager’s unacceptable response, and lack of giving a damn. After reading some of the other reviews, I think I am glad I didn't get a room.

The worst hotel ever with poor customer service, Starting from the manager..Me and my husband stayed in this hotel and renewed our stay every 7days (week) not only that has discount when you stayed 7 days it’s convenient for us. So we renewed our stay every Monday of the week for over a month now.. On 07/12/2026 (Sunday) The hotel system that’s what the agent told us automatically charged $325.00 to my husbands Credit card.. Without letting us know and was told that that’s just how it is, remember our checkout date is Monday the 13th of July, 2026.. When my husband went to the front desk to pay our extension for the 20th of July, The agent told him his card has already been charged but only until Wednesday and my husband told her that we will stay until the 20th.. Because they changed our date without our knowledge and charged our credit card.. They messed up our discount and we were charged full price..

It is impossible to get anyone to help you. In May, 202.00 was taken from my bank account for a stay I never took. The reservation was made, then cancelled yet they took money from me. Been trying to get help with this matter. No one responds to me emails not even the chat.

I am a loyal member but this experience showed how far customer service has fallen. I tried to extend my reservation through the app, but it wouldn’t allow changes. When I called in, the agent made an error that increased my rate by 16% (they failed to check a box as to the original reservation). Despite calling twice, no one would correct the mistake. I was even told the representative was “the manager” and that there was no one else to speak with. Loyalty programs only work when the company values its customers. Sadly, this chain no longer does.

I've stayed at multiple hotels with this brand from March 2026 until recent and each hotel had something wrong like both ice machine hasn't work since April (Sleep INN, Lubbock, TX), pool has been closed since April (Sleep INN, Lubbock, TX), gym is close (Quality Inn, Lubbock, TX), no phone in the room (Quality Inn, Lubbock, TX), AC not working (Sleep INN, Lubbock, TX) and despite always having some type of issue I stayed. Someone needs to hold these places accountable for the things they say they will provide and don't. I travel for work and make my reservations ahead of time, well my schedule changed and my next reservation, which is 10 days away needed to be modify, not cancel and I'm being told because I reserved early (April 27th) canceling or modifying isn't allowed. Had I known back in April my schedule would change I wouldn't have booked it.

This business is Cheap with horrible customer service. Running into not one problem but two with them. No manager handle things right.

If we could give this a zero, we would. We had a family emergency and had to ask to change our reservation from one day to another. The amount of phone calls my husband had to make was ridiculous and no one could handle or solve anything, they gave him the run around, and said they’d elevate it to the next level. There is no next level. This is their tactic to steal your money. We never did get to reschedule our stay. Choose another hotel, this is horrible.

The pictures are deceiving the buyer and they Are charging rates equal to hotels in good repair With old Photos instead of what you really get as they charge $100 for incidentals (should pay you for your incidentals, really), all charges debited at check in regardless how long you book.

The worst place to stay. Travelers beware, do not fall for the cheap trick/price. They say one thing and does opposite. I stayed at MainStay hotel at Raymond st in Altemonte springs, Fl32701. I booked and pay for 5 days at the front desk. Day four I got call from one of the hotel staff that I owed for the fifth day and if I don’t pay I will have to vacate. I told her that must be a mistake, because I have a recipe for 5days and only stayed 4 days so far. I was at work at the, so I couldn’t talk much because I thought it was some kind of joke. A little over an hour later I got another call from a woman that claimed she was the manager, and if I didn’t agree to pay for the fifth night, she was going to put my stuff out of the room and I wouldn’t be able to get inside the hotel room. I told her that I was at work and I can’t talk about that because if anything wrong with the charges she should talk to the employee that book me the room. So I hanged up the phone.

My son and I booked a room for the night at the Lenexa, Kansas City location to attend a sporting event. My son carried out the actual booking. Drove well over 400 miles to get there and when we arrived the hotel was closed with a sign on the door stating it had been condemned by the city for safety reasons. We had received no notification of that at all. In fact, exactly the opposite. A few days earlier my son had received a message stating that our trip was coming up soon and that they were looking forward to our stay.

I have a Choice account and some points inside. The website said I can exchange the points with their partner airline, including United. When I tried to exchange, the website always stuck there. I called the customer service and was told that although the website says you can but actually you can not. What a joke! wasting customers' time.

My stay has been wonderful here. No issues or problems. It was peaceful and quiet. Very nice staff definitely. Shayla she always available when needed and excellent customer service. Rooms are clean and I truly recommend this place. Thank you.

My husband and I were billed for a hotel room twice. I want a refund as we should not be billed twice.

Shower broken, no hot water. Freezer was completely frozen. TV broken, manager came 2 times to fix it. HOTEL refuses to give money back. LEFT ANYWAY.

I had a highly unsatisfactory experience with Choice Hotels during a recent stay at a Sleep Inn near Percy Priest Lake in Nashville. The initial room had a strong odor, and I later found a roach crawling on the wall. After reporting it, I was told the room would be cleaned, but it was not—the dead roach remained, the bed was unmade, and used towels were still present. I was then moved twice more: one room had broken air conditioning, and another had visible water damage, rippling carpet, and maintenance issues.

Absolutely unacceptable. Avoid Suburban Inn & Suites at all costs. What happened here wasn’t just “bad service”—it was outright negligence. After I checked in, I had to leave briefly and ended up with an emergency car situation. I called the front desk asking to be connected to my room so I could reach my husband. The woman working flat-out refused, claiming “they’re sleeping,” even after I repeatedly told her I was the registered guest and not in the room. Instead of doing the bare minimum to help, she told me to “call back tomorrow,” hung up on me, and then ignored every single call I made after that.

Today I have called 5 times and been hung up on regarding missing points for extended stay. I was told you get points for every dollar you spend on your stays. The longer the more points. Well not anymore. Now it's only 30 days and even then I'm still missing points. Try to ask for supervisor to talk to. They hang up on me 5 times. I try and I'm shorted money and points by their hotels. The hotel wouldn't reimburse my money I paid for when leaving early. Came up with excuses of extra fees just to keep it.

They stole 22,000 points from me. I called and asked if they would return them and they offered to sell them back to me lol.. I have never felt so violated and offended by a company in my entire life.

Terrible rewards program! The app sent me to an address that used to be a Choice hotel. I booked and paid through the app and was stuck having to find a different hotel. Absolutely no refund and as an added bonus they also refused to give me the points I should have earned. Horrible customer service and nobody will accept responsibility for the information in their app. You can do better than Choice for sure!

Needed to change the date, not cancel. That can’t be done. Still more than a month away. Do not book through Choice Hotels. Called hotel, they said Choice needs to change it. Called Choice, they won’t change it.

Worst Hotel Group! One star is too generous. I stayed at one of their hotels in Sydney for 10 days. I needed the points to make sure I could keep my QF points. Despite the tax receipt from the hotel and reassurance of the hotel staff, they have not honored their agreement to send my points over to my QF account. It's been over 4 months now. Choice Hotels have simply ignored all my weekly follow-up emails and when I call their helpline, they hang up on me. They have no respect for their guests. They have no honor when it comes to integrity, hospitality, and customer service.

This review is to accurately portray the lack of customer service at this hotel. My husband and I checked in on a Sunday at 5:30 customer service was unbearable but we decided to still get the room because we were so tired we went upstairs when we got to the room my husband noticed that there was blood stains on the sheets there were bugs and crawling all over the pillows and the carpet was beyond disgusting. We proceeded to pack our stuff again a little that we had them packed because we were so tired from our flight and proceeded to check out immediately after 20 minutes. The front desk person did not want to issue a credit for the room and it's entirety so we contact customer service and we received a claim number and they asked me to contact the hotel directly and speak to the on-site manager or general manager.

Updated on 03/01/2026: I wrote last month about a stay at the Abitta Boutique Hotel, Ascend Collection, complained to Choice Hotels but all I have been getting for the past 45 days is a runaround, I have been offered some "points" without knowing what to do with them and they will not respond. I commented before about the hotel being disgusting but I feel Choice Hotels customer service is worst. They have never taken responsibility for what they sold me making it sound like it was my fault.

This rewards thing, while free, doesn’t deliver on what they promise and they get away with it through their tiny little asterisk at the bottom of their advertised claims for benefits awarded to members. They also have reset out count for stays, I guess so they won’t have to make good on their points system. They don’t require hotels within their sphere to honor the free upgrades to elite members. My wife and I are at the highest level - Titanium, and we don’t get a damn thing other than some points that don’t get you free nights to the better rooms because the hotel doesn’t allow use of points to their jacuzzi room even though we’ve dropped thousands in stays in the very same room. Choice Hotels is free but all you get is disappointment and useless status as a member of a club no one seems to give two craps about. Lame.

I made an honest mistake booking a stay. I recogized my mistake as soon as the confirmation was emailed to me. There is no way to correct a mistake even minutes after making it. Basically they stole my points.

These people got roaches in every room, that scamming 2 nights worth money and when I confronted the front desk lady she was extremely unprofessional. She didn’t show any concern or care to the issue nor did she try to sort it out. Instead she kept antagonizing me and my girlfriend. The hotel is a hub for illegal activity.

Let me start off by saying that I do not necessarily have a problem with the Choice Rewards Hotel (The Quality Inn) that we have stayed at on dozens of occasions, but rather the Choice Privileges Rewards program itself. First, even though we would always book using our same account information (same email, name and phone number), it is always a struggle to get the points that we rightfully earned to reflect on our account. I always have to go in, manually add the stays and wait for the points to be approved and show up in our account. Hotel staff try to be helpful but ultimately say they have nothing to do with the function of the program

Hotel ok, but needs to exterminate. Also hotel allows large dogs. Walk up on two at elevator. One tried to jump on me and owner told the son, about 10 years old to control dog...I was afraid. Son could barely hold the dog back.

I wish I could enter negative stars and they don't deserve one star! Do not book any hotels or use their Choice Privileges Services. They are horrible and customer service department is equally horrible. I booked a two night stay at the Comfort Inn Allegheny and made the mistake of paying in advance for a cheaper fare. When I arrived, they oversold the hotel and cancelled my reservation. I had nowhere to stay and I have been fighting with the hotel for over one month to reimburse my almost $400. The hotel is unresponsive and Choice Hotels' customer service cannot do anything about it. This parent company has no responsibility and I am still waiting. DO NOT BOOK WITH THEM OR ANY OF THEIR HOTELS!!!!

My husband and I woke up FEELING DIZZY. We found a dead coach roach in the bathroom. 3 days layer - still dizzy. We suspect pesticide poisoning and want to know what was used. 4 phone calls to the hotel and to corporate with no help.

Terrible system, Terrible rewards program, Terrible unknowledgeable customer support. I was member use rewards every stay, so much I for to Diamond level. 5 months later I lost all rewards and membership stats. 100% will never use it anymore. I won't even stay at their hotels anymore!

This place charged for rooms, that had already been paid for. Told me I was get refunded and charged me again, instead of refunding me. I contacted customer service, they told me there was nothing more that could be done, that I would just have to wait. My complaint, why is this place hiring people, at the front desk, if they don't know what they are doing? I am out almost 300 dollars, it has been over 72 hours, and I am told it could take up to 21 days. It is sad that I have to pay for this hotel's mistake. It is unacceptable that it should have not happened in the first place. It's illegal to put charges on my card without my consent.

Stayed at Clarion Hotel (Choice) in Lansing Mi. Room was cleaned ONE day of our 11-day stay!!! Had to get towels, soap, shampoo, conditioner, and toilet paper everyday from front desk!!! Empty our waste baskets, too!!! 1 STAR REVIEW is too much; but am required to do so.

I am a travel nurse who has stayed at various Choice hotels over the past several years, but the quality level appears to have declined to almost subpar recently. Additionally, Choice Privileges recently charged me for a purchase of points and cash that was not delivered. Choice Privileges promised I would be refunded, but that has not occurred as of this review. Calls to ‘customer service’ have proven to be completely frustrating as they do not know what they are doing.

Cobblestone Inn. Killdeer, ND. My sons and I reserved rooms for a wedding. Three rooms. The Wedding was in the middle of October. Booked rooms back in August. Approximately a month before the wedding, I had heard rumors that the cobblestone was under new ownership/management, and I received information from the groom's mom that a bunch of the rooms are no longer reserved. So I called the front desk and talked to Eric, the manager. He reassured me that our rooms are all there. He still had our reservations and we are good. Even gave me confirmation numbers for the room. Fast forward to the day before the wedding, I was informed that the wedding party's rooms, that they booked months ago, are no longer available. So I called to check on my rooms.

Recently, I had a two night stay at a Choice Hotel in Knoxville. I ended up having to make another reservation for the third night and went through their reservation desk. The lady gave me a reservation for a hotel that was closed down and under construction so not only was I left without a room for the night unexpectedly, but I ended up in a sketchy part of town alone, and in the dark. This wasn’t the worst part. I immediately called to tell them that this hotel was not available and that I wanted a refund. It took two weeks for them to decide whether I deserved a refund or not and then it came with a warning that it could take up to 10 days to show up in my account so in other words choice hotels had my money for three weeks on top of being left in the dark. I was offered no extra points for my inconvenience. No apology.

This was the worst experience that I have ever had anywhere. A male employee at the Gulf Breeze, Fl location put their hands on my 11 year old daughter. Not only did I make the front desk aware, contact police, and contacted the corporate office for absolutely not one person to seem to care. The employee followed us around for the remainder of our stay (even though we were told he was fired). I have 5 personal witnesses plus the hotel employee that they fired for reporting the incident as he was present when it happened. They did not want their employee to be sticking up for guests. Please be careful with your children as Choice is not standing behind their brand.

I had experienced the Old bait and switch game on the reservation days. I read it would happen. Had to experience for myself. I typed in the days, it automatically switched to the days a week later. Damn.