Choice Hotels Reviews

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.

After asking about the possibility of reducing my stay of 4 nights to just 3 nights, they immediately made the change and increased the per night price. I asked them NOT to change it but was told it was too late. The new higher price could not be changed back. I talked to three customer service reps and got the same answer. I now have the privilege of paying $70 more to NOT stay a fourth night. Goodbye Choice Hotels, Hilton Hotels is now my new home away from home.

Received very poor customer service when the hotel canceled our reservation the morning of our trip. Refuse to offer any assistance getting another reservation. I was on my way driving to the airport and they couldn’t even provide me contact info for another Choice Hotel in the area.

Don't go with CHOICE. Do not to use CHOICE as CHOICE doesn't credit points despite booking through their system and providing proof of stay in booked hotel. To add insult to injury CHOICE then asks clients to pay to reinstate forfeited points which CHOICE chose NOT to credit as they erroneously claim client never stayed there - despite a receipt showing otherwise.

We stayed at one of Choice Privileges’ hotels for 13 days. The pool was closed for 8 of those days, but the real nightmare came at the end of our stay when we had to switch rooms. My wife opened the bathroom door, and a used needle with blood in it fell out of the door frame and hit her on the shoulder. We actually found two needles — one with blood in it and another with a gray substance inside — along with Chore Boy metal scrubbers embedded in the carpet.

Choice Hotels had a bonus points promotion where you get enough points after 2 stays for a $50 gift card. I received the points and put them towards a $50 Lululemon gift card. The gift card came with a letter from Choice Privileges stating to call or email with any questions and also stating it can take up to 48 hours for the gift card to be activated. I waited a couple days and we're now at day 6 since getting the card and it is still not activated.

Let me get to the point. This is a company that is half in America and half in India. They can care less about what customers says or what the experience is. They have no customer service professionalism. This is a nasty filter ** HORRIBLE CUSTOMER SERVICE. It's a joke to be a member as when it's time for benefits over time. All of a sudden at their leisure they can give or reject points. Real companies HONORS reward point given to their members. The discount the site gives you are better off just paying for a better hotel. Chery and VG in benefits department made me drop my mother's membership to Choice. It's not worth it, trust me!

I'm currently in the process of deleting my account with Choice Hotels and I plan to never step foot and spend another dime at their hotels. This company has one of the worst customer service agents I have ever dealt with. I went out of my way to book directly with Choice Hotels so I could receive points and promotional deals. Unfortunately, their agents will give you false misleading information about deals and promos and worse they will also take zero responsibility or accountability when their misinformation causes you to miss out on any benefits. I took time and energy to register for promotion deals, made multiple calls, and spent over $200 dollars on multiple stays only to not receive any promo deals or benefits due to their negligence. Imagine getting punished for staying multiple nights at a property of theirs?

Regarding Choice Privileges Rewards. I got my 8000 points by staying in a choice hotel 2 consecutive bookings. I was to receive a $50 gift card which I ordered and never received it. I called them and they said they couldn't help I didn't get them. They said they mailed it 2 months ago. Rip off.

This is a clear bait and switch by both Booking.com and Comfort Inn Suites in Pelham, Alabama. Mr. ** at the property told me directly that although the reservation was marked “non-refundable,” if I called Booking.com, he would approve a cancellation. When I called Booking.com, I explained exactly what the property instructed, but their agent kept reading the same script, not listening, and finally disconnected the call. Afterward, I received a generic message saying the booking was “facilitated by a partner company and can’t be canceled.”

We have been a Choice members for several years. Even though we used points for our room, it was the worst room experience. There was mold in the bathtub. Pieces of towel racks left on the walls. Pieces of the ceiling had fallen off. The was water spots all the way around the ceiling. Unknown spots on the comforter. If we had realized all these issues were there we probably wouldn’t have stayed. The breakfast was cold. The clerk was the only good about the stay. He was polite and nice when checking in and out.

I am absolutely disgusted that Choice Hotels would put their name on such a disgraceful property. I rented two rooms for two nights, and my brother rented another room for three nights. What we walked into was beyond unacceptable: