Choice Hotels Reviews

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.