Choice Hotels Reviews
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About Choice Hotels
- Good breakfast options
- Valuable rewards program
- Poor customer service experiences
- Inconsistent cleanliness standards
Choice Hotels Reviews
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- 4,885,617 reviews on ConsumerAffairs are verified.
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Reviewed April 20, 2026
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 guess that was an automated message from a system that hadn't been turned off. We scrambled to get alternative accommodation for the night, imagine what that would have been like for a family with kids arriving in the evening instead of two guys with at least some flexibility arriving in the afternoon. That being said, booking a replacement hotel at the last minute incurred us an additional $100 cost. My son called Choice corporate today and got the most ridiculous runaround you could imagine. Firstly, the person that end denied the hotel was closed.
When my son insisted it was and that a simple internet search would demonstrate that because the closure is reported online.....the person then changed the argument and said that they didn't have any record of it being closed. Which is not the same thing at all. So, clearly corporate have absolutely no idea what's happening out there because it's definitely condemned and closed. And corporate absolutely should know that about one of their own hotels. Bottom line is I can't possibly give a good review to any business that is so totally incompetent at the one single thing that they do and then do absolutely nothing apart from argue with you when you contact them to raise the issue.
Hi Phillip, we understand how frustrating and upsetting this must be, especially after a long drive and last-minute accommodations. It's unacceptable that you were not notified about the hotel’s closure and that your concerns weren’t properly addressed.
To better assist you, please send us a private message with the hotel name, location, arrival date, reservation name, and your Choice Privileges account details (phone, email, mailing address). Thank you! ~Jen
Reviewed April 8, 2026
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.
Hello, George. We understand the importance of having easy ways to exchange your points, and we regret that the website did not allow you to complete the process. My team and I want to review more details about what happened. Please send us a private message with your email, phone number, and mailing address associated with your account, and confirm if you want to convert your points to miles for United Airlines. We appreciate your time and will be waiting for your message. -Vilma.
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Reviewed April 7, 2026
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.
Thank you for sharing such kind words, Kina. We’re delighted to hear your stay was so peaceful and that Shayla and the team made a great impression!
If you’d like us to pass along your kudos to the hotel, please send us here or through a private message the hotel's address, arrival date, and the name on the reservation. We appreciate the time you took to bring this to our attention. -Zaira
Reviewed March 31, 2026
My husband and I were billed for a hotel room twice. I want a refund as we should not be billed twice.
Kristina, I’m sorry to hear about this. Being charged twice for a stay is understandably frustrating. We definitely want to help look into this for you. Please send us a private message with the hotel's address, arrival date, and the name on the reservation. Also, if you're a Choice Privileges member, please add your profile's mailing address, phone number, and email address. We'll be waiting for your message. -Zaira
Reviewed March 30, 2026
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.
Hi, Shawn. We’re sorry to hear about the multiple maintenance issues you encountered, including the lack of hot water and non-functioning appliances, and that these concerns were not resolved to your satisfaction. We would like the opportunity to review your concern, so please send us a private message with more details about what happened during your stay, including the hotel address, arrival date, and name under the reservation. We look forward to hearing from you. ~April
Reviewed March 27, 2026
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.
Additionally, I was charged twice, and the issue was not properly resolved at the property. When I escalated this to Choice Hotels, I was offered points instead of a refund and told they could not intervene because the hotel is independently owned. This raises serious concerns about brand accountability. A company should stand behind properties operating under its name, especially when basic standards of cleanliness, safety, and billing accuracy are not met. I am seeking a full refund for this stay and will continue pursuing resolution through my booking provider and financial institution.
We understand how uncomfortable it must have been for you to stay in a room that wasn't properly cleaned, and we regret that the room you were transferred to had a non‑functioning air‑conditioning unit and wasn't adequately maintained, Laura. We want to look into this for you, including the charges you incurred. Please send us the name on the reservation, check-in date, and include your phone number, email, and mailing address associated with your account. We hope to hear from you soon. ~Jen
Reviewed March 22, 2026
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.
Let that sink in: a paying guest was stranded at night in an unfamiliar area, asking for help, and the hotel staff chose to ignore it. Because of their incompetence and complete lack of concern for guest safety, I was forced to walk 5 miles back to the hotel around midnight. That is dangerous, unacceptable, and could have ended far worse. And if you think they tried to make it right—think again. They refused any refund, refused any compensation, and showed zero accountability. No apology, no concern, nothing. This place does not care about its guests. If something goes wrong, you’re completely on your own. Stay anywhere else.
Hi, Kaylynn. We can only imagine how unsettling that experience must have been, and we’re truly sorry for the added frustration caused by the service you received from our staff. We understand where you’re coming from and we'd like to fully investigate this matter so this can be addressed. Pease send us a private message with your full name, email address and phone number, along with the exact hotel location, and the arrival date of your stay. Hope to hear from you and assist you further. ~ Criz
Reviewed March 22, 2026
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.
We’re sorry to hear about your experience, Amanda. This is completely different from the level of service we strive to provide. We understand how upsetting this must feel, especially regarding your concerns with the points and the charges on your reservation. To assist you further, kindly send us a private message with your full name, email address, and phone number, along with the exact hotel location and the specific arrival date of your stay. We look forward to hearing from you. ~ Criz
Reviewed March 14, 2026
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.
Brian, we hear how strongly this experience has impacted you. Not seeing your points available understandably feels disappointing, especially given the trust and loyalty you've shown to the program. Please send us, via private message, the complete mailing address, full name, and email associated with your account. -Mei
Reviewed Feb. 26, 2026
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!
We regret for the experience you had, Rose. This isn’t the level of service we strive to provide, and your feedback is valuable as we work to correct the app information. We’d like to review your reservation to see what options may still be available regarding a refund or points. Please send us a private message with your booking details and your Choice Privileges account information so we can further assist you. ~April
Choice Hotels Company Information
- Company Name:
- Choice Hotels
- Website:
- www.choicehotels.com