Choice Hotels Reviews

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:

I have been staying at Suburban Studios with my daughter and dog for last almost two months. One of the variables that brought us here was the free wifi that comes with the room. My daughter does school and counseling online. During our stay so far we have barely been able to use the wifi as it does not work. Barely any of the rooms have working wifi at all! When I go up to the office and complain nicely they basically act like it’s a big joke and don’t care at all! They lie and say they will have someone come out or they say they don’t understand why it doesn’t work for us.

DON'T STAY HERE!!!!

They offer price match but don't honor their guarantee on price match. Total lie. They will not price match whatsoever. Each representative tells a different lie. Why can't honor price match guarantee. Total lie.

I have been a Choice rewards member for years, I recently stayed July 31, 2025-checked out Aug 1, 2025. When I checked my points, I had 80K points that expired on Aug 1 (the day I checked out of the hotel). I spoke with customer support and the supervisor, I was given the same copy and paste response, "The expiration of points is automatic and there is nothing that could be done about it." I was given the option to buy back my points for $200!! The policy states: To maintain your active member status, you must complete at least one qualifying activity every 18 months, or your points will be forfeited.

Comfort Inn Suites on 5931 Commercial Way, Sarasota Fl is the absolute WORST!!!! Their staff, managers and owner are so unprofessional. There are drugs in the hotel that my 7 year old was around. They take no accountability for what goes on in their hotel, just excuses. When I told Tanya the GM about the drugs, she said you can go outside anywhere and see drugs. Ummm, I am not sure where she lives but I don't live surrounded by drugs. There is an ongoing police investigation now. We were locked out of our room 5 times in 2 days. Every time we left our room, our key did not work. They put the blame on us, telling us we need to keep up away from our wallet or phone. It was in my back pocket near nothing every time.

I am currently staying at the Comfort Inn at 180 Gamma Rd in Pittsburgh Pa and it is one of the dirtiest hotels I have ever stayed in my life. Trust me if you have to stay here you would be better off sleeping in your car.

I was at Red Roof, Hickory, NC--I soon found a smoke alarm dead in room 105 from 2016. As the city knows, I've found that a lot--the area is notorious for criminal landlords. I took it to the front desk right away; the GM put a battery in it while a dude sat in the lobby throwing his .02 cents in, but that is all that he did--he was maintenance. I didn't know that because he sat there and never fixed it the entire time I was there--I also didn't know that woman was the GM; the first building (I was told when I asked) is Econo Lodge, the building in the rear (I was told again) is Red Roof--whatever the case, the owners own both buildings, all staff also work both buildings.

I have been using Choice hotels for a minute and I am a diamond member, however I and my children are going through a certain circumstance and I am having to work daily to pay for my hotel room, Choice does not display on their website that if you use a debit card that the transaction won’t go through. So now I have 2 separate transactions pending and was told that it should release from 3 to 5 days then I was told 7 to 10 and now I’m told 21 days. They do not uphold to their word on the site when it comes to buying reward points. So beware that if you are limited with your finances don’t go to a Choice hotel.

Would give Minus 20 Stars if I could - Quality Inn, 760 East Jennifer Lane Sidney NE I-80. Exterior doors busted, stained towels/comforter, chair, door was pried open/broken, horrible stench, busted sidewalks, Gross. Property should be shut due. Horrible experience. Called next day called and advised of issue and was assured that ** number of ** (not in service) would call. No Call - filed complaint #** 7/9/25 with ** - no call back as of 7/13/25. Call again - spoke with ** - She talked over me and insisted only the GM could refund/resolve but offered 8000 points if I shut up and took her deal. No Way - I want my $ back and this property shut down or removed from Choice's list of properties.

Updated on 07/11/2025: There was never a “resolution in progress”. They kept my money and always intended to. Don’t be fooled by the sincerity of the initial, visible response. It’s for show. They have a terrible rating for a reason. Awful business practices. They’ll ask you for your information and lead you to believe that they’re going to help. Then they don’t. They get your info - probably sell it - tell you the problem is out of their hands, keep your money, and then let you know how valuable your comments are to them. Read some of the many, many, many one star reviews if you don’t believe me. Different scenarios. Same disgusting business. Never staying in one of their hotels. You shouldn’t either.

I chose a Choice hotel based off of their new rewards that they have going on. Choice rewards, customer service told me that my stay does not count towards the reward that they have going on. I could not believe this. I chose this hotel based off of the reward. There was other hotels that I could have chose. I even told her that I was staying in another hotel coming up. So I can finish out the reward, and she said it will not count. And there was nothing that her or management could do. Needless to say, I will not be choosing a Choice hotel with my vacation coming up.

El Sendero Inn, Santa Fe: Looks Nice — But Security Is an Afterthought. Let’s be clear: Not offering in-room safes isn’t a trend — it’s an affront to guests and a failure to meet basic hospitality standards. And that failure led to a serious issue during my stay: a valuable personal item went missing from my room. Adding insult to injury, there was no in-room safe, and the front desk offered no secure storage of any kind. When I asked why, I was told the safes were removed during renovation because “hotels aren’t really using them anymore.” That claim doesn’t hold up.

Called 3+ hours prior to check in and was told by the Mgr., no cancellation(s), my credit card will be billed $158.86, sorry-Charlie. The circumstances were unforeseen and don't tell me Choice Hotels lost money or could not book that room, I may have been born at night but it wasn't last night..

I have been a Gold Member of Choice Hotels for over 5 yrs. Along with this membership is supposedly access to discounted rates. BEWARE! If you select discounted rate, you cannot cancel nor change your reservation and you will still be charged if you need to do either. No option to transfer to credit for future reservations.... Is this the Gold Member privilege I am pay for? Total ripoff.

He did NOT ask my name. But!!! He handed me a key then he said he needed to show me to my room. He walked me to my room and opened the door with a master key… Then proceeded, walked in the room and turned on the lights. …In other words A STRANGE MAN HAD ACCESS TO MY HOTEL ROOM AND ENTER THE ROOM UNINVITED. When the man (hotel employee) left my room, I noticed that there was no latch on the door to lock it. I was confused and did not know how to react immediately.

My wife and I had a very bad experience with Choice on our recent trip to Las Vegas. We were staying at a resort and decided to extend our stay for two nights. My wife called Choice and spoke to a male representative. She asked if there was a hotel call the "Circa" available he said that there was and we proceeded to book it for two nights. We got to the Circa that evening only to find out we were never booked there. The Choice representative made the reservation for the Circus Circus. I immediately called to resolve the situation. Two phone calls and nearly one hour later I was rudely hung up on with her response as, "I am sorry. There is nothing further I can do for you. I will be ending the call now." "Click"! I waited until I got home from to try again. Once again two more phone calls with no favorable outcome. I had even asked to speak with a supervisor at the beginning of each call.

I am very disappointed how choice dealt with me regarding a cancelation I had to make because of death in my family. I had to cancel, was charged for room I didn't occupy and weren't given credit or points for the charged stay. Very insensitive and void of true customer care and support. Things with Choice have been changing in the last few years where it seems the customer isn't cherished or appreciated. They have also been less gratuitous with points awarded for stays and more aggressive on charging points needed to make random bookings, even in slow booking periods. Things have changed. PERIOD!!!

I booked one particular night, they send me a confirmation for another, absolutely different day!! The "hotel" I've got was a sort of Motel 6 for an overblown price. These are SCAMMERS! Avoid if you can.

Stayed at the Everhome Suites in Bozeman today. This property opened 4 days ago. I went to the small store this afternoon asking if I could charge it to my room. The snippy reply was "you have to for it yourself on that kiosk thing." OK sure. I bought a mac and cheese for my daughter and an Uncle Ben's wild rice and vegetables for myself. I put the SMALL bag of chips back they were $6. I'm talking SMALL bag of chips individual size. I know inflation is real but seriously. Anyway when I opened the rice the color was weird. I thought maybe after it's heated and stirred it would be better period. I was completely wrong. It tasted really bad almost like it had botulism or something else was definitely wrong with it.

I've been a member for probably over 10 years and like the points program but some of their properties along with the customer service at these properties are subpar to say the least but you get what you pay for. I can tell you that every time I've called the Choice customer service it's a real pain to resolve anything so I try not to until recently when I couldn't log into their site for some reason. I needed to expense a work trip so I wanted access to my hotel receipts which is usually not a problem once I log into my account except for this time my info wasn't working. I'd try to have my password reset and a message would just keep coming back saying there was a server issue.

My wife and I are retired and travel regularly, but will never use a Choice Hotel again! We reserved a room in Franklin Tennessee to go to our grandsons baseball tournament. A situation came up where we had to cancel, this was a month in advance of the date we were scheduled. We were then told that it was non refundable, we had heard anything about this before. Their customer service department told us there was nothing that could be done. They may have successfully stolen $500 from us in my opinion but they will lose thousands of dollars in future revenue!