Choice Hotels Reviews
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I was looking for a hotel. I made it clear that I did not want to sign up for choice rewards. The guys told me he was making my reservation. He was such an unbelievable jerk. I am in a rush to find a room. I was mislead to take my personal information. Wasted 15 minutes and tried to trick me into taking the room for 1 night rather than the 2 I needed. I feel completely violated and will delete my account soon. Avoid Choice, they tricked, me, wasted my valuable time, took my personal information in a tricky way and then did not have a room for me. SCUM.
Mark, we're beyond disappointed to learn that your experience over the phone was below expectations. We want our guest's experiences to be pleasant and receive the assistance needed on every channel. To look further into this, please send us a private message with the mailing address, phone number, email address, and last name associated with your Choice Privileges account. This information will help us to provide proper assistance. We appreciate your cooperation. -Zaira
We stayed on a Sunday night. The parking lot is empty. We check into the room and sit on the bed, TV on and can still hear the convos of people on both sides of us. I call the front desk and advise since the hotel is nearly empty could they please move us to a room without immediate neighbors. The front desk clerk told me no, it’s against hotel policy. I advised I would be leaving negative reviews and she merely said “ok”. I will never stay at this brand of hotel again - neither should you if you want a good night's sleep or a modicum of privacy.
Thank you for reaching out, Tricia. We are incredibly disappointed to learn of your recent experience. Kindly know that my team and I are more than willing to help you to review this information. Please send us a private message with the hotel address, date of arrival, and the name on the reservation so we can share your feedback with the internal parties involved. Please include your email address, phone number, and mailing address attached to your account. We hope to hear from you soon. –Vilma
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My husband and I spent the night of 03/23/23 in a Comfort Inn 1400 Buena Vista Drive in Lexington, KY. The room had an odor and the carpeting looked as though it hadn't been vacuumed in months. Very disappointed.
Hello, Jeri. Knowing about the conditions you encountered makes us feel ashamed. Your disappointment is understandable. My team wants to review this; to do so, please send us a private message with the last name on the reservation and include the email and phone number associated with the Choice Privileges account. Thank you. -Mei
I paid for two rooms at a hotel with points. I purchased the points specifically for use at that hotel for two rooms for one-night. Choice Hotels sent me a letter, two weeks before my stay, stating: "This hotel is no longer franchised by Choice Hotels, and we are no longer able to guarantee this reservation... This correspondence does not ensure confirmation or cancellation of this reservation, so please contact the hotel first at (305) 887-2153 before making other plans."
I called the number listed several times. Mainly, it rang and rang. Sometimes they would hang up right away. I could not speak with anyone to confirm my two rooms. I called Choice Hotels, Customer Care. It's actually called 'Choice Cares' (right!!!). After 45 minutes, the finally got my points back. They forced me to cancel the reservation and then want me to spend more money for another reservation. This was not something I chose to do. I had my rooms booked and paid for with a confirmation.
I asked to speak with a supervisor several times because I feel I should not have to spend more money to get what I originally paid for and I was forced to cancel. Every time I asked for a supervisor, the lady kept trying to get me to give her more money even though I had not asked to rebook the rooms. I just feel there should have been some type of compensation for what they forced me to do. Checking the reviews for Choice Hotels as a whole, literally, I see the ratings are not even at a 'good' level. Two weeks from vacation and Choice Hotels is forcing me to spend more money with them if I want to use the money I already gave them.
Thank you for bringing this to our attention, David. We regret to hear about the unpleasant experience you have gone through. Choice Hotels strives to provide our guests with exceptional service; it bothers us that we failed to do so. My team wants an opportunity to review your case as soon as possible, so we kindly ask you to send us a private message with your phone number, email, and mailing address associated with your Choice Privileges account. We'll be waiting to hear from you. -Vilma
This was a horrible experience. I initially wanted to complain about the room because it wasn’t as described through Choice Hotels. The Cashiers name was Kumar. He was very rude and unprofessional. A mouse ran over my husband's foot. When he told Kumar he laughed. Kumar and my husband got into a disagreement about him laughing because my husband didn’t think it was funny. We changed rooms and The next day the manager gave a discount of $40. The new room has ants and we also saw a roach. I made a recording and showed the front desk representative. She got upset with me and said she could only give me $15 off of a room. She said this in a condescending way.
I asked to speak to a manager to make a complaint. She then said I was a problem customer and I couldn’t rent another room. Another employee told me her name was Chardonay and that she was indeed the Rude manager. There were also ants crawling on the couch in the lobby. While sitting in the lobby trying to book a room with my phone the lady told the security hair to ask me to leave. While outside the security guy described the employees of this establishment as rude and unprofessional he also said they in no way represent his company which is a separate entity. I still can’t believe the manager pried about being the manager to reduce responsibility.
Hi, Tynisha. I am incredibly disappointed to learn of your experience. Choice Hotels strives to provide our guests with clean and comfortable accommodations and great memories, and I am saddened that the hotel failed to do so during your visit. To further review this for you, please send us a private message with your mailing address, phone number, and email address. We hope to hear from you soon.Fernando
Please do not book any hotels, believing that Choice will stand by their ‘low price guarantee.‘ I found a hotel room on Hotels.com for $50 cheaper. But booked through my Choice Hotels account because of the price match guarantee, but they did not honor any of their promises. False promises & lies throughout this company in my experiences. Beware! And customer support could care less about helping, couldn’t even respond to numerous inquiries about this that I sent.
We want to further review this for you. Please send us a private message with the hotel's location, arrival date, confirmation number, and a screenshot of the confirmed reservation and the rate posted on the third-party website. If the system does not allow you to attach the picture, you can email us at CHSM@choicehotels.com. Also, include your account number, mailing address, & email address. We hope to hear from you soon.Fernando
I booked 3 nights through the Choice Hotels website. Had to cancel a while later due to timing and cancelled online well within the cancellation window. Once the week of the original reservation came, I then saw charges for all 3 nights on my bank account. I called the hotel front desk at 9am on a Saturday, and I was told the cancellation was not showing and that no manager was available at the moment to correct it, so they'd call me back. I called Choice Hotels corporate, and they verified the cancellation and said the reservation had been reinstated by the hotel and even checked in, without my authorization!
They said they'd reach out to the hotel to get this corrected. An hour later, I get a call from the front desk saying that they'd reverse the charges for all but 1 night, as they did not have the cancellation on file. I told them that was unacceptable, and they said to reach out to Choice Hotels. The back and forth and lack of customer service or ownership of the problem has all but ensured that I will not be staying at this hotel or any Choice Hotel again.
Wow, James. What you mentioned disconcerts us. Honestly, I would be as concerned as you after realizing the reinstatement of a canceled reservation. Allow us to review this. So, please send us a private message with the full name on the reservation, arrival date, and the hotel's exact address, along with your mailing address, email, and phone number. We'll be waiting for your message. -Mei
I feel I was treated less than and for sure my race played a part with my treatment. I was denied the ability to sit with my 70 yr old mom in their lobby to wait for the room so we sat in the parking lot almost 2 hrs until it was close to 3pm.When you can clearly see they are half full. There were no customer service skills, it all seemed like I was a hassle. If you book this thinking there is breakfast, you are wrong. Just an easy way to charge more. Then use covid19 as the reason, when you are following no other rules.
I felt robbed, but no one gets charged for my theft. Legal crooks that care less about their guest, only their money. So if you are looking for a hotel worth your money don't book. How can you charge extra due to you offering a continental breakfast. There is a way to carry pre packaged food since you charge for it. I worked at a hotel 15 yrs and I am dealing with a lot at the moment and this was the straw that broke my back cause I couldn't do anything but take the treatment. I think the head people & clerk live on site and maybe their plate is running over too. But the treatment I got, with my 70 yr old mom sitting in a parking lot on a suitcase hurt my pride & soul so much that I had to write a review.
Mia, undeniably, the service you encountered does not represent what we want for our valued guests. We regret you and your mom had such an unpleasant experience. Allow us to count on all the necessary details, so please send us a private message with the full name on the reservation, arrival date, and the hotel's exact address, along with your mailing address, email, and phone number. We'll await your message. -Mei
Thank you. The points were unnecessary but appreciated. That fact that you listened and responded to my complaint in a timely manner is impressive. Thank you for passing the information on to the management of this property.
New ownership has taken over at the Spanish Trail MainStay in Houston. Employees are fleeing from the changes. I used to stay there approximately 50 nights a year but will be changing that. My biggest complaint is what used to be a decent breakfast bar has been reduced to nothing but a waffle maker and coffee. In the past there were, juices, oatmeal with brown sugar and raisins for toppings. A large selection of cold cereal, whole milk and skim, a good selection of breads and muffins, cold filtered water and waffles. This morning there was only was only coffee and waffles. Nothing else.
When I asked about it, I was told the new owners have made these and many other changes. For having “hot breakfast” listed on their website, this is a complete let down. Many of the guest here were complaining and saying they would not stay here again, myself included. Many of the guest are regulars who go to MD Anderson Cancer Center. That is why I have been staying myself. There are many other options nearby at a similar price. I for one will be changing hotels.
It's always a pleasure to help our guests, Bill. Do not hesitate to contact us again if anything comes up.Mei
In March 2022 I made a reservation at 17 West Hotel in Tulsa Oklahoma, part of the Ascend collection using the CHOICE privileges website. I am planning on attending the NCAA wrestling tournament. On December 26, 2022 I was emailed that my reservation was going to be canceled. I was told that the hotel was booked to a private party. I was offered absolutely no assistance in obtaining any other hotel not even another choice property.
At the time of my booking in March 2022 there were several hotels with availability in the area. December 2022 had nothing within 6 miles available. I even asked the hotel manager if as a sign of their "sympathy" I could have access to their parking garage over my 3 day stay since I would now be forced to stay outside the city and be forced to rent a car. The manager's response was a simple "no". In the last 30 years of travelling all over the country with sports teams, I have had something similar happen only 1 time. The previous occasion was with a different hotel chain. That hotel moved my hotel outside the city to a sister hotel and covered the entire cost of the stay.
After the complete lack of concern from the hotel manager, I emailed the CHOICE customer service department. The response I received said "As you may be aware, Choice Hotels properties are individually owned and operated, and their management and ownership teams establish policies that must be followed ". So, CHOICE allows me to book a hotel through their website but takes NO responsibility for the actions of a hotel using their name. I was not expecting that my reservation status would change, however I was expecting some sort of customer service. We had a contracted reservation. The hotel broke the reservation and essentially told me that I have no choice other than to accept it and move on. Complete disregard for me, my time, and my options.
Thank you for bringing this to our attention. We understand how frustrating it is to have your reservation canceled at the last minute. My team and I would like to hear more of the story and review this for you as soon as possible. We kindly ask you to send us a private message with the hotel address, name on the reservation, and date of arrival. Also, please include your email address, phone number, and mailing address. We hope to hear from you soon.Vilma
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