Choice Hotels Reviews

The following week I got on the Choice Website to see if the points had been credited back. When I accessed my account I was shocked to see that the 750,000 points I had accumulated were down to 50,000. I immediately called Choice Hotel Corporate Customer Service. After several calls that were at least 20-30 minutes each and being disconnected I was finally able to speak with someone. As I write this I am still furious, it has been over one week and NO response. Choice Hotels allowed a hacker to get into my account, steal over 750,000 points and charge almost $1,000 on my credit card. They had me change my email and user name four times. Within minutes the rest of my points were stolen.

I requested that they change my account number and username several times. It has been one week, they have still not done anything. They continue to inform me that it is under investigation. Is it Rocket Science to determine that either someone internal or a hacker has access to my account and is able to change my email and password? They also now have access to my home address and phone number but yet Choice Hotel chooses to leave my account open. Common sense would be to close my account, give me a new account number and user ID while they conduct their so called "Investigation" While they allow someone else to access my account, I CAN NOT!

I had to call and ask what hotels I had scheduled and where in order to cancel (as my access to MY account is shut down, but accessibility is allowed to the hacker or internal thieves). I was not able to book any.... and they were not able to tell me when I would be able to book any future reservations. This is customer service? Unacceptable and incompetent Corporate Customer Service. I did not have to choose to switch to another hotel, they forced me to. I am confident that the hotel chain I have switched to will have much better security, better hotels, better employees, and corporate customer service representatives who care and appreciate their guests.

I contacted my Visa company who is getting my credit for me. I then contacted Choice to complain about the hotel. She told me that I was credited for 1 night, not two. The hotel charged me for a second night that we did not stay. She said it was because we did not tell them the day before we were checking out. I guess we needed ESP to know there would be no cold water. I called three days later and the engineer was still working on the water problem. They never gave us a statement when we checked out but we did get a survey request.

Smaller Problems: They told my wife the restaurant was open when she called but found out it was closed Sunday thru Thursday. They told her the subway was a block and a half away. It was 4 blocks, 2 down and 2 across. They said parking was $45 a day with in/out privileges or $53 for self-parking nearby. If you drove into the same lot underneath it was only $30 with an elevator up to the hotel. They wanted $15 a day to bill it thru the hotel. The AC had to be set to 68 just to get the room to 74 and it was cool outside. Now the small stuff. 1/2 roll of TP in the room, had to call the desk. Two tv's but no remote, had to call the desk. No water cups in the bathroom, one coffee cup, two pods, one creamer. I guess they wanted us to share. Bottom of fridge kept filling with condensation and needed to be dried up constantly. I would never recommend this hotel.

A friend is going through this at the moment. Truly awful hotel and nobody is responding. Same issues, garbage everywhere (in the halls,) mold, damaged room, no towels etc.. Someone was walking through the hall with a gun last night! How is this acceptable for any hotel? I will say, that I have stayed in Choice Hotels and did not have a bad experience. Two Cambria hotels were some of the nicest (price, value, amenities,) that I have stayed in. Everything was done right. Very comfortable properties. Certainly not the most expensive places I have stayed, but good solid hotels that I would highly recommend. I would rate them both as excellent! Would go out of my way to stay at another Cambria property.

Problems happen, how you deal with them is what we look for in Customer Service. Customer service is not a department, it is a state of mind. The difficult choice (no pun intended,) is immediately removing some of these properties from the brand. To save the leg, sometimes you have to cut off the foot. The sooner you do it, the better your chance for survival.

They had us marked down for another room and put us in a different room because they have some else our room even after I called ahead to tell them we are arriving a little later. Called main customer service and still could not help me at all. Offered us 2000 point and they must really be kidding to think we would ever stay in another Choice hotel. I will sleep in my car before that will ever happen again. Piss poor customer service, worst I have ever seen. Rhonda **

Original Review: July 12, 2021

I got an email for a 50 dollar gift card after 2 stays in a Choice hotel. I got the same one last year but I misread the requirements to obtain the gift card so I dismissed it. This year, I followed the directions correctly and was told I did not qualify. There was nothing written on the website or email that said I couldn't stay at the same hotel 2 different stays in order to obtain the gift card. On top of that, my first reservation came to $19.28 when it wrung up in my app and I paid. These people are sending coupons to people just so they spend their money but are not giving what's promised.

My credit card says 180 dollars is charged and they act like they don't understand even though I screenshot the purchase. This is only the beginning of my journey of reporting these people. Especially after all of the reviews I have read and printed out of other people having the same experience. I'm going to call Good Morning America, file a report with the Better Business Bureau, call an attorney, write the Washington Post, and anything I can do to hold them accountable.

I tried to change rooms only to find out I would have to pay a extra 60 dollars, and I wasn’t giving the place another penny so seeing as there were no vacancies at the nearby hotels we opted to stay, I didn’t want my son walking barefoot. The floors were so disgusting, total health hazard, this is not what I paid over 700 dollars for, I recently lost my job and this motel ruined my vacation which I was looking forward to for years, Saturday night we had people above us playing loud music and talking loud at 4am. Also people outside in the pool area partying and disturbing the peace, so I took it upon myself to call the police who I knew would handle the situation better than the hotel staff, this is not what a vacation should be and the false advertising on booking.com failed to show the true reality of the rooms at the rodeway inn, I’m looking for a full or partial refund of the over 700 I paid, awful awful company.

Every time I call the Hotel, they claim they will have the Manager call me, the Manager has never called back. They actually need to refund ALL my money back, for all the inconvenience I experienced while staying at this place. They are also doing renovations, so you hear banging & hammering all day, you can't really rest. I suggest finish renovating, then re-open the Hotel. I am sure the Hotel still wants to make money while renovating, it makes for a very unpleasant stay for guests.

Called Choice immediately, was told well that's the way it's set up, and when actually stay, only 12000 (6000 per night), would be deducted, and then rest in cash would be charged to card. That is deceitful!!! They refused to refund my 96.00 charge on the cancelled reservation..Therefore now we are using up 12000 points and paying 182 for a room for 2 nights!!! Will never stay at choice after this again and will tell everyone our experiences!! It's not like these motels are 5 star! I have contacted BBB, my credit card company, and will be contacting our attorney to resolve this issue! This is scamming people and deceiving people the way they have their website set up!!!!

While it is not directly the fault of the facility, nor of the staff, our upstairs neighbors were extremely rude, stomping and running in their room, slamming doors, and carrying on well into the evening. Attempts to reach office staff regarding the noise went unanswered, and we gave up trying after fifteen minutes. We haven't had this bad of an experience at any Choice chain facility before, and regard this as a generally one-off event, but this location is extremely poorly run.

Today's Hospitality Industry is lacking Human Compassion and Genuine Understanding. There is something deeply missing from this industry and it shows because I have stayed in all levels of rankings in hotels yet none of their Hospitality was even a bit close to what I gave in my small establishment. I do not know if all of the Great Front Desk Representatives left the Hotel Industry to start their Own AirBnB and so this is what's left, poor service... because even in the best hotels lack decent service now and there is still something missing (Genuine Human Beings that are Friendly & Clean). It does no good to have a Quality looking establishment but the Service is Poor! The People make the Business and if the Human Interactions are not good then the Business will Fail.

I think the People are demanding for the Greed to end and to pay them for their worth... because America's service is awful now and the People are upset. If the service is awful and people will not travel from across the World to come here and get treated poorly especially if they just spent so much money to even get there... Wake Up People!

Personally, I am not working for any Company or supporting any company that treats their Employees poorly so they need to get it together. Get Caring Owners because it starts from the Head. I hope this Company does better with selecting the Franchise Owners of this Company. There are plenty of Hard-Working, Genuine, Friendly and Fair People that would love the opportunity to be Selfless and make Revenue that will help not only help themselves but their entire Country around them and promote Consistent, Clean, & Positive Experiences for Everyone to Enjoy.

Choice Hotels is not Consistent with their Hotels and that is why people do not trust the brand. They have these Franchises and they are giving them to Owners that do not care about delivering good service. Their Motives are off and it shows. World Travelers will not support a Hotel Brand that is not Consistent with caring about them especially when they are in a Foreign place and really need to see a smiling face. Retrain these Owners Immediately and make a Better Selection of who you are giving your Name too. All Money Is Not Good Money. It will hurt your business and even put you out of business if they cannot even clean your hotels properly or be nice.

Someone said they were boycotting this Brand and now I see why. I had a horrendous situation at the Comfort Inn in Chipley, Florida. I contacted the Owners of the establishment and they did nothing. I contacted the Corporate office and they did nothing. Do not allow Companies to think it is fine to take your money and treat you poorly.

These Review Platforms were created for Companies to get all feedback and help improve their business so they can continue to increase their profits and brand loyalty but somewhere along the lines, Poor Leadership, took place and the lines became blurred and they started to believe that they can treat people any type of way and still get the support of the same people... No. I am not supporting Choice Hotels anymore because where is the diversity in the Minority Owners, (there isn't). Choice Hotels deliver Poor Service, Poor Atmospheres and Poor Quality overall. Compassion, Cleanliness and Genuinely Great Service needs to be restored within these brands and until then, no one will support any of these lack luster companies.

My claim and was denied b/c they said it’s a different room type. Their direct number (866)633-4100 is suspiciously not working, no one will respond to my followup email, and Reservations, Sales, and Customer Service will not help me. In the matter of 3 days that I have been dealing with this, Priceline’s prices have dramatically increased. My advice is, of you find a cheaper rate, jump on it! Choice lowest price guarantee is a scam!!!

I am not very happy with my experiences at Choice Hotels in the past couple of years. They used to be great. I got this account because my father always said how great they were and he always used his points to book stays... I have only been able to look at how many points to someone else used to book a two night stay at Northlake. What a let down. And shame on choice for letting this happen.

Original Review: March 25, 2021

Once again I am disappointed with Choice Hotels. I don't understand why they have promotions and do not disclose all terms and conditions on the app for the consumer that makes reservations 99.5 percent of the time through the app and the .5 is when there is a glitch and the app says it's confirmed your stay etc. but there is no reservation for you or hotel. Point being people are going to stay without the misleading promotions displayed on the app.

The current promo is complete a Fri and Sat night consecutive stay between Mar. 18th and Mar. 26th to receive 8000 bonus points. Nowhere after clicking and registering does it say that those nights have to be at the same hotel. If it had I wouldn't have insisted about staying at a Choice Hotel on that Saturday and would of saved an hours drive to one with 2 rooms available after just getting into Villa Rica GA that day driving from CO. But I figured those points would come in handy for a surprise birthday getaway for my husband the next weekend when I returned to CO.

I call CS to be hung up on as she added my usual points as a diamond member to my account but I call again to be told the promotions terms and conditions on the website state the same hotel. Well I don't use the web or surf my old emails for discounts when I should be able to go to the app and ALL information should be available. As A multi year diamond member if I'm going by their other famous promo stay 2 nights get a free stay then I was falling the normal standards of receiving enough points for a free night because on that promotion it can't be 2 consecutive nights at the same hotel. You have to do just as I did stay 1 night here and 1 night there to qualify or stay 3 consecutive nights so the first and last count for the free night. But they don't have that info in plain sight on the app either. So my advice you see CHOICE PROMO... Go to the web or call at least 3 times and see if you get the same answer at least twice.

They did Not honor their promotions. We received an email saying if we stayed on Friday and Saturday March 19-20 that we would get a free night. Nope. Since we came Thursday the 18th and stayed through Tuesday we don’t qualify because we didn’t come on Friday??? What? That is so wrong on so many levels. Manipulation and bait tactics! & horrible guest services at their hotel. We had a stack of dirty towels and no trash bag and went without TP because room service never came even though we put the slip on the door! We were then told that the hotel cleaners heard that we were in our room so they didn’t come clean or service our room with supplies. No one knocked or notified us that we needed to be out of the room in order for them to do this.?!?

After 3 days, they finally came up and gave us 10 minutes to get out so they could clean. We have 3 kids so getting everyone ready within 10 minutes was a challenge. They didn’t care. Even though we waited for them for 3 days, we only had 10 minutes to get out so they could clean when it was convenient for them. The “breakfast” if you want to call it that was a joke! And I mean... I was really looking around for the cameras. I’m NOT a picky eater but it was unbelievable that they would think that is acceptable food for a human. I wouldn’t even feed my dog that. A packaged small 4 inch rubbery frozen omelet with a very small 2 inch slice of cheese. The smallest box of orange juice I’ve ever seen in my life, and a dry two bite and it’s fine muffin. I was dumbfounded. I will NEVER stay at a choice hotel ever again in my life!

I'm sorry but the place was just really dirty. The floors were dirty, sticky. The bathroom was gross to say the least. Cigarettes burns were all over the bed sheets. Fridge was also dirty and whole place just had this stench. There were also a lot of sketchy behaviors and interactions observed, so much so that on my one night stay, police were called 4 times. I saw them a lot in front of the motel. I even saw people getting arrested. This kind of speaks on the company's standards when it comes to cleanliness and safety. I talked to a representative from Choice Hotels and they couldn't help me. Instead tried to offer me some points after signing up to their service. Ridiculous!

I emailed guest relations and they asked for more details and then gave us Choice Rewards points to the online account which can be used to book more stays but only for certain hotels and the conversion rate is not clear. I had said in my original email that we wanted a refund to the credit card. When I reiterated this point, they basically said, "Our accounting department is really busy and it would take a long time, so no." I'm still pushing for the refund to the credit card because we don't want to book with them again and we don't want to be forced to do so otherwise we lose our money. Overall a very frustrating experience. Especially the night when we got to the hotel then at 11:45pm had to find a different one.

When we came back all of us stuff was piled in a bag on the floor. We checked out and stayed at the Hilton instead. I was not compensated for the dirty room. They did let me cancel the other reservation since I only stayed for one night. We did not get a refund or any explanation or a call back regarding the dirty room even though I let them know about my experience

I decided to give them another try as a reward member as their hotel in Revere, MA. I should have stuck with my first instinct. We booked months ago. I found a cheaper rate on their website and they would not let me cancel or honor the new rate. I called Choice Hotels directly to discuss a better rate and they told me to call the hotel directly then transferred me a line to spend more money at one of their new brand hotels. I called the hotel and they said they could only give me $20 off. I booked them originally for the amenities which are not even available. Being a reward member has no perks. I would have been better off booking at Expedia or another hotel. At least they would have let me change my reservation and I would have gotten a better deal. I am never using them again and would rather pay the extra money at the Hilton. At least I know I am paying for good service and if I cancel or get a better rate they will honor it.

Due to the short lead time, the reservation was non-cancelable, which was fine. However, when I went to check in, the hotel ran my credit card for $98. I disputed the charge with the desk clerk and was referred to the hotel manager. The manager informed me that the hotel adds a $8 "incidentals fee" to the booked room rate. I requested that the charge be removed and to let me have the room at the rate I booked it for. The manager refused. I told her that I would not be staying at the hotel if I was going to be charged more than I had booked the room for. She smugly stated that the reservation was non-cancellable and they would charge my card for the room whether I stayed the night or not.

I left the hotel and they did charge my card. I contacted choicehotels.com customer service, who informed me that "member hotels can add additional charges" at their discretion and that they had no control over that. They offered to toss a few "rewards points" on my card as compensation for a $98 room that I didn't stay in. I declined because I was out money for a room I didn't stay in due to their deceptive business practice. I was unable to resolve the issue through choicehotels.com's customer service department and ended up filing a dispute with my credit card company. I submitted my evidence to them and the issue was resolved in my favor. The takeaway here is: don't book a hotel through choicehotels.com unless you don't mind being charged more for a room than the rate you booked it for online.

You are no longer willing to converse with me and have stated that you had software errors that somehow identified myself instead of another individual that stayed at the hotel. I have full emails and correspondence to prove this. You further gave me the personal email, phone number and time and day this person stayed at a hotel. Furthermore only after several months were you able to confirm this sequence of events instead of reassuring me that my identity had not been stolen. Stay away from this company!

Original review: I had signed up to Choice Hotels for a stay many years ago. I had recently received an email with my membership number saying I had stayed in a hotel in France! Currently I live in Melbourne Australia where travel is restricted and have never been to France. I contacted choice a month ago who have provided me with no explanation.

Furthermore I have asked them to provide me of proof as to where and how my personal information has been used with nothing but “we will get back to you”. This company has clearly leaked my full name, email and membership number and are unwilling to provide any information as to how this has happened. More concerning is I know they have my current address in file which could have also been compromised. I had also told them that I would be leaving this review. If they do reply, I wouldn’t be surprised with the standard “as soon as we here back from our back end office we will get back to you”. Steer very clear from this company as their system can clearly be breached stealing your personal information and potential identity.

Well, after a week I call the hotel back to be told of course they released the hold.... But contact head office if I needed more info, so I did, only to be told that NO....The money was still being held a week after I had checked out. And that it would have to be escalated to a senior management to get the hold fixed, which would take ANOTHER 3-7 days..AFTER the Sr manager got around to reviewing it. I ended up contacting my bank to file a dispute as I wasn't letting Choice Hotel continue to hold my money until they felt like returning it. My wife and I travel often enough to be moved to near the top of your membership program, but there's no urgency, no care, and no drive to make things right. As such we are looking at a different option for our future travels.

Also, customer service was unable to explain the process of converting your remaining points into money toward your stay. And not sure if this is correct or not, but I was told that if you have under 3000 points left over (let's say you redeemed more than 8000 points to stay at a better hotel than the Econolodge), that your remaining points are not usable toward the cost of another hotel unless you stay and get back over 6000 points. I hope this agent was incorrect about this. The commercial is so simple - stay twice, get one free - but it's deceptive, blatantly false advertising and I hope the ads get pulled. That said, my complaint is about the advertising, not the hotels specifically - many of the Quality Inns I have stayed at have been quite nice.

Drug addicts, HEAVY smokers and low lifes stay here. A DISGRACE compared to the awesome Quality Inns I have stayed in thru Choice! They refused to give me my $50 back! I didn't even want the points. Look at the pictures, blood splatters on wall, broken toilet seat HOLES, PATCHES, MOLD ON WALLS AND FLOORS. NOT the only room like this! OH and it's in the parking lot of 200+ LARGE, BIG RIG TRUCKS! Closed my card. NO ONE should ever have to put up with being nice then getting screwed! Should have gone down and FOUGHT THEM 50X for the few hours I was there due to a 14 hour class three days in a row. They are horrible people and a disgusting rat trapped property. Even the ice machine is in pieces, can't even put the bucket on the tiny shelf because it's broken, can see all the way to the pavement! Beware!

There is a refund check Choice Hotel promised mailed it to me since March. I have been waiting this check for 5 months until now, and the response is their accounting department is closed for 5 months and it is still ongoing closed??? I could not believe a international company who manages 12 hotel branding with ongoing shutdown accounting department??? If the company is not willing to refund the money, the company should tell the truth in the beginning, rather than comforting and hope the issue would disappear - because the customer will get tired and abandon following up his/her rights and interests.

I went out to my car, called guest relations and they actually ended up booking me a room at another Choice hotel on points after adding some because I only had enough for a lesser hotel. All went well that night and it became necessary for me to stay a second night so I checked my bank to make sure I had adequate funds and found that I had 3 separate hold on my card and less than enough for a single room left available. I called reservations who were nice But could do nothing about the charges but offered to make a reservation and said I could contact guest relations and he was sure they would get it take care of....so he started going through the standard speech where I was told that once the reservation was made that it could not be cancelled or refunded, blah blah. I stopped him because if they didn’t handle it, I wouldn’t have any money to get home.

I told him I would prefer to clear up the situation and then make the reservation. So I then called guest relations...held for almost 30 minutes, explained what had happened, held about 15 more minutes whilst they figured out what could be done and then was told, they couldn’t see the charges on their end so it was an issue for my bank. So I called my bank who could not release it because it had come from the hotel and had not been released by the hotel. I talked to the lady at the desk of the hotel I was at and she suggested I call the hotel directly because the hotel could release the charges. She assured me they could because her hotel can and they were not Comfort Suites.

I got to the other hotel and the manager who had been called the night before was on duty. I explained what was happening, she told me they had done no charges, had submitted the cancellation and that I would simply have to wait for the release to be processed. I explained that there was not just the one hold but a second and she refused to listen until I showed her on my phone. She then took my phone and showed her “auditor” then she brought me a paper showing what she said was the charges they made and the reversals but nothing matched the monies being held. She also said she would ask the auditor to speed up the release but couldn’t promise anything and she also said that Choice couldn’t see what she saw regarding the charges so they were wrong to have told me it was released previously.

So...I called guest relations back held for over 30 minutes, explained the situation again and explained that I really needed a room for that night because it was more that an 8 hour drive back home and I had no funds because of this situation. I was put on hold and then got disconnected. I called again, held about 20 minutes, had to tell my story again and then was told that all I could do was email the information to grdesk@choicehotels.com and wait for them to figure it out because she didn’t show any charges of any kind...

I gave her the cancellation number from the paper and she said that was the wrong name so I went back into the hotel and the manager printed me the correct one..emailed all screen shots and documentation along with a digital “receipt” from the hotel in an amount that was still different from all of the other amounts that I had and waited....heard nothing, had to sleep in the car, still nothing, drove home yesterday and today the charges were reversed but I’ve heard not one thing from Choice except to receive 2 “You are such a valued customer that we invite you to sign up for a Choice Privileges credit card” emails. I think I’ll pass.

I drove the two hours there last night and when I get there she’s like “I never told you that, the room is currently occupied and I never said any of that.” I’m like what the ** are you talking about? Why would I have driven 2 hours if you told us that? And she’s like, "I never told you to drive here," and I’m like, "No, but you DID tell us I could check the room myself, after we told you we lived two hours away and it was very important to us." She said, "Well if housekeeping found it it could be either in one of their carts or in their main room," so I’m like, "Ok well can you or someone go check," and she’s like, "No they won’t be here until 6am." I’m like, "Ok well can’t you physically go look at their carts? Or walk me to a room to do it? I just drove two hours and I’d think you’d try to be a little more helpful given the circumstances." She said, "Well they won’t be here until 6 so you can call after 6 and see if anyone found It," etc.

So I had to drive two hours back home empty handed, meanwhile my son had called to thank me for getting his turtle, when I didn't, so I'm just beyond emotionally broken up about it because I feel like a complete failure of a parent. Kids only get one favorite stuffed animal. If this hotel doesn't bother finding it then he's lost his forever. I just know it. We've both been crying since yesterday over it. Today my son's father called again and a man was a little more helpful and said it could be somewhere in the laundry cycle of the hotel since it was likely stuck in the bedding, but how long can it really take? And how hard is it to just go through the ** dirty blankets and look for a 15 inch long turtle? My son is heartbroken. We’ve gone from long term Comfort Inn fans to heartbroken former stayers. All they have to do is show some compassion and empathy for my son, who I was taking on a trip to try and make him smile.

I literally had to replace personal items just to get through the week. Our check out date is not until the 31st of July. I am so frustrated and angry. The morning clerk who checked me out only response was “I see so many people that I don’t know who is who, we have 3 baseball teams here”. My response was “I am not dressed like a baseball player ma’am”. Still don’t know where my stuff is and there is a policy is to hold your items if left in the room. The front desk states that only thing housekeeping brought down was a uniform. They either stole or threw away my stuff. Violated is an understatement, cause my key still worked for the room. Not a care or concern for me or my missing items.

After knocking for about 20 minutes a guy came that looked like he just woke up and said he'd get to it but the following morning the same guy was sprawled out still sleeping so clearly nobody went up there. Then they tried to charge my card 250 bucks cleaning fee for the room smelling like smoke!!! I was propositioned for sex in the parking lot as I'm there with my husband!! Absolute nightmare!! I'd been better off in my car in the middle of hell bc that's pretty much where I was!!! Never again!!!!

By April 8, the money was still not back on my credit card. I called and was told sure they’d return the money. The stays had been cancelled, but the only way to get money back is to then call customer service. That is stated absolutely nowhere. The customer service representative acknowledged that was true. That is extremely deceptive and I question how legal it is. To cancel something refundable, send a cancellation email but not refund money without a phone call?! I guess they’ll make money by some people not noticing the money is never put back on their credit card. The stress I’ve encountered over wondering if I’m getting the money back is not worth it. I’ll never use the company/website again.

Someone obviously knew about this. The cover was dirty enough, I am certain it was like that for a considerable time. I sincerely doubt that they check their detectors ever. They are obviously not in compliance with the LAW that requires smoke detectors in every single room. If it happened in my room, I guarantee it exists in many others.

Overall, the hotel was old, in poor shape, and my bathroom fan also did not work. All of that I do not love, but can understand at least. But not having smoke detectors?? I am just glad my husband and I made it out of there alive. We have a 2 year old daughter who was not with us. Imagine if we left her without parents due to the utter and total lack of care by Choice Hotels and this Sleep Inn hotel. They have a total disregard for customer safety that is disgusting to me. Upon reaching out to the corporate owner Choice Hotels, I received a complete generic cop out of a response from them that does not make me believe they are concerned or will be making sure that customer safety is being addressed. If you are thinking about staying at this hotel, I would not do it!!

The hotel, said they couldn't help me and transferred me back to Choice Hotels. Choice Hotels, then gave me a number to customer relations, which simply said, "it will drop off in 7-10 days because you didn't get a reservation" really - my account is held up with $2,800 in charges until it falls off! Now I have to check with my bank daily to make sure this has happened or call again to complain. This is NOT customer service. This is an electronic system that doesn't work properly and NO ONE will take responsibility. Beware if you use Choice Hotels website... remember they have your credit card number and the ability to charge your account.

I waited another 45 minutes and no one ever picked up. Near the end of that time the message changed to an option to email customer service. They should have given me that at minute one. Meanwhile my husband booked our reservation in three minutes time directly with the hotel and only paid $6 more. Of course, the fictional message in my ear for that hour plus of waiting was that I was important to them. BULL. Worst hotel service ever.

Original Review: Feb. 16, 2020

I have made numerous calls to customer service only to find out that I have been wasting my valuable time. Very disappointed with the way I have been led on to believe they was going to solve my issue only to find out I should have saved my breath. If I would have came here to see the other review from other customers I would have never wasted my time to begin with. I have exactly the same points issue as all of the other customers that are complaining about the very same "Member Madness" promo scam.

It's obvious that it was a ploy to book rooms and not provide their customers with the incentive they promised. Where are all of our 10,000 points?? I GUARANTEE I will not be fooled again by these people! Thanks for nothing and for wasting hours of my time. Now I am just being ignored when I email these scam artist. Look elsewhere because this company does not care enough for their customers to even reply back and will tell you what you want to hear to get you off the phone.

"mad as hell"

This atrocity is a fraud and their representatives know it and various representatives did acknowledge others (choice privilege members) not getting their points either and some of their representatives stated they knew they were giving "false information" to me. Will be addressing this at the next Shareholders Meeting or Earnings Call for Choice International.

3. It didn't seem like a lot to ask that our reservation be cancelled and refunded in this circumstance, as the situation was beyond his control.

For this reason, the experience was disappointing and we won't be booking with this chain of hotels in the future.

Had I known that we were going to get charged $250 for my dog we would have just found a different hotel. Yes, it was our oversight for not making sure that it was a pet friendly establishment. However, I specifically asked the clerk at check-in about the pet policy and I was told that we would not be charged. We were in and out of the hotel several times on Saturday and no one said anything to us. On Sunday, my husband was stopped by a clerk about the dog when he was taking her out to go to the bathroom. The general manager (Juan **) came out and said that they were not a pet friendly facility. My husband tried to explain the situation to him, but he was not interested in anything that my husband had to say.

Upon checking out (about 1/2 hour later) my husband apologized to the clerk and she was supposed to contact the general manager (who was gone at that point) and call us that afternoon, which never happened. I emailed the general manager with no response. After a week, I emailed Choice Hotels and I was told, "I must still defer to the hotel's response as the final resolution to your issue". I emailed them back and asked them how that makes sense considering that the hotel has not responded...? They did not respond to my email, which was a week ago.

The simple fact is; upon checking in, an EMPLOYEE of the hotel said that we would NOT be charged, then we were charged $250. It is as simple as that. Those are the FACTS...I do not know what there is to dispute. I hope that the $250 that was unrightfully charged to us is worth the loss of our business (we stay at Choice Hotels several times a year) and all of the negative reviews that I am going to leave on every possible website that I can. Not to mention the complaint that I have filed with the BBB.

Before management responds to this with some generic response about how sorry they are and how they hope we will stay with Choice Hotels again, know that obviously the general manager was not interested in my concerns or keeping my business before this negative review since no one called us or responded to my emails.

I am not having a pleasant experience with the company's reps. I waited on hold for 33 minutes to try and resolve the situation after being transferred to Customer Relations by Princess ** (real name- I received an emailed survey to rate her while still on hold) from Hotel Reservations: 877-424-6423. I never spoke with customer service before the call was dropped. As a first time using making a simple mistake, I do not feel my request to refund is unreasonable and hope to hear back from Choice Hotels soon.

I contacted Choice Hotels multiple times through phone and email, and while they were polite, it took many exchanges for them to take this seriously and give me a full refund. They first offered reward points, then a small portion of the price of the rooms. I had to get very angry for them to take this seriously. I can't believe that I wasn't apologized to and refunded in full IMMEDIATELY.

My partner and I both have been loyal Choice Hotel customers, staying in hundreds of rooms around the country per year and we will absolutely be taking our business elsewhere. My body is covered in bedbug bites, all my belongings most likely have bedbugs in them, and the hotel manager of the Rodeway Inn in Downtown Flagstaff was the most rude to me anyone has ever been. Absolutely horrible nightmare of an experience. Shame on Choice Hotels and that hotel.

I called 2 times at the corporate office. Each time hung up.. they were very rude and didn't care that I felt these questions were a red flag. One person. Said he was just trying to verify. My answer was what INFORMATION could he compare it to. I call the hotel they made sure the points were taken care of but no one cared that someone was demanding names and ages of my daughter and grandchildren. I'm still trying to talk to someone about this. But we are done with Choice. People the points are not worth the hassle or the safety of your family members.

We informed him that his employee gave us permission In which he called us 'liars' and said he would be calling his employee to verify our story. So after about an hour, before heading out for the evening, we stopped by the office just to confirm the "manager" did in fact call the other employee. He said he did and the employee CONFIRMED "our story". At this time I figured the "manager" would apologize for his behavior but he did not. At that time I politely asked for his name and a number to speak with corporate office. This "man" literally shoved a No Vacancy sign in my face! And then proceeded to have a woman who was behind the counter with him to try to intimidate us. We still have one more day in this motel. So we will keep you updated. But WE WOULD NEVER RECOMMEND THIS PLACE!

They call me back and hang right up. I need to get my grandma's account refunded and I would like compensated at least the 16000 points that I purchased. I had to pay out of pocket again for for more hotel night stays because you guys took my points and then took my reward points. Will someone please get back to me. I have been a customer since 2011. I have a $9,000 credit card with you guys. I am a platinum member. I will cancel my account and my credit card if something is not done. There are copies of the statements. Thank you... I spoke to a supervisor again today on 12/19 and he said that I had to pay back the 18,000 points that I purchased and paid for but it still on my grandma's credit card.

You guys think that I want to do any business with you whatsoever. You guys have my money three times. I've been on the phone with you guys for hours and hours and you keep hanging up on me. I'm reporting you to the Better Business Bureau. I'm going to cancel my $10,000 credit line a response from you guys and I'm going to dispute all of my transactions with my bank and get refunded for about 2 months stay in hotels from your company. We are camp fire victims from Northern California in Paradise California and you guys are taking advantage of an 87 year old lady.

Original Review: Dec. 10, 2019

I have been a Choice Hotel customer for decades. This October I could not make it to the hotel because I was delayed in traffic, and too tired to continue. I arrived the next morning, hoping to be able to get at least a couple of hours sleep. I was told it was not possible because they had canceled my reservation because I was a no-show. That was annoying, but when I found out that they also wouldn't give me the travel points for the hotel, even though I paid for the room, I was furious. I sent them a letter and their response was, basically, go pound sand. Those were the rules -- their rules, of course. The only reason that I can figure for this policy is to because they can (i.e., they can screw you over because of THEIR insane and unfair rules. I demanded a refund, but of course I didn't get one (nor did I expect one). I will never stay at another Choice Hotel again!!!!

I called and they put me on hold 3 times and kept coming back and saying they could not find the reservation. After 15 minutes I was put on hold the 4th time and it auto rang me to Joey at the front desk. It frustrated him and frustrated me. He told me to call them back and ask for a supervisor. I did and the new person would not connect me with the supervisor. Instead I had to relate the entire fiasco to him and he put me on hold and came back 3 different times. Then I was apologized to and he said he would re-book me. I gave him the exact information as Joseph had told me when he supposedly booked me. I said 'since I had been dealing with them all since noon (it was now after 8) I better be getting a good rate'. He put me on hold to talk to his supervisor and came back with an offer of $151.88. I said 'okay, thank you. Let's book it'.

He took down all my information and I gave him my credit card numbers. Then, unbelievably after quoting and taking my credit card information, he said 'oh, I am sorry ma'am but I see you are staying 2 nights so it would be twice that amount'. That would be over $300. and it was on Booking.com for $170. for both nights! Now I was really upset and asked once again to speak to a supervisor. He put me on hold for another 10 minutes and came back and said 'my supervisor told me to tell you to call Customer Relations at 800-300-8800'. I called customer relations and pleaded for a supervisor so I would not have to repeat everything for the umpteenth time. She refused, so for another 45 minutes I relayed information and the whole saga during which time she put me on hold numerous times to 'talk to her supervisor'. I had told her 3 times it was for the Quality Inn Orlando Airport and she asked if that was in California or Florida.

I asked if she was even from the US because she thought there was an Orlando Airport in California. Pleading again to talk to the supervisor myself I was then put on the line with Aris. By this time I was near tears and tired due to spending hours just to book a room and having given out my credit card information twice. In the end she told me she could not do anything for me and that maybe I 'should just go back on booking.com and make my reservation'. After almost an entire day to try and book! Like I would even consider making a reservation with Choice Hotels EVER! No wonder they have such horrible reviews.

Our first day the Shower was draining slow. We called and was told maintenance would look at it. By 4th day it was completely backing up. On a busy week, 9 story hotel had out of 3 elevators maybe 2 had were working but most of time only 1 was operating. Not only my family of 4 but others were regular saying average wait was 10-15 mins. We were on the 9th floor and even though I have bad back and knees I would go down the stairs and still beat those waiting. On day 6, we had a amazon package delivered for something my daughter needed for the pageant. The Manager was not listening to me when I told him the package was box size, as he was looking through envelopes when he told me package wasn't there. Yet I could see it there because of the tracking number.

But somehow it was my fault that they didn't label the package with the hotel and my name, even though I showed him the shipping label copy that was filled out for it. Some reason he felt it was "ok" to grip at me because of it. I was finally like, here is the package from the same company matching tracking numbers. I opened the package and it was the same as the picture of what was ordered with a shipping receipt made out to us.

On Sunday 1 Dec 19, I was called and was told they see what we requested and would like to offer us 2,000 points for the issue, now keep in mind 1,000 points equals $12.10 in redeemable value, I declined and was then offered 4,000 more for a total of 6,000 points. When I asked to speak with Management I was then offered 8,000 points. I declined and still requested to speak with Management. I was told there wasn't one on duty. (Which as a business owner myself, I disagree). So 7 hours later I called and got to speak with a manager. He "reviewed" things and offered 10,000 points before even talking to me. After we talked and I went over everything with him again he offered 12,000 points which was his best he could do as a Supervisor. I told him, I would have to talk later since he took up over 30 minutes just to connect with him.

So today, the 4 Dec 19 I called back, that manager offered 16,000 points to resolve. Some might think that is good but that just barely covered the expense of the extra bed that we had to get for their screw up. I expressed that and then was offered 20,000 points ($242.00 cash value), to resolve all issues. I broke it down to them, that for all the issues we would only be actually being compensated 6,780 points over what was spent.

Now I have been a Choice member for 20 years. So they say they pride themselves on customer service and etc. Well I'm not seeing it. As customer for this long I have never gone to a public platform to bring up issue. I have usually handled things and went on. But this time I spent almost $1,000.00 with this hotel just in this one stay for a room that we did not request, maintenance issues, and being "chewed out" by a manager. This same review is being published to the local area chamber page as well as the Anaheim Convention Center page.

I tried to use the mini fridge which had not been cleaned or serviced in months, it was dirty and the iced over freezer was so bad you could not fit anything in it. They also had no shower mats, which is shocking as I almost fell twice while taking a shower. The price was right as most hotels lower rates during the winter here in Maine. That being said I would not stay at this location again while traveling in Maine, there are many more options at the same price point in the area. The hotel and hospitality business is a customer service industry and should have attention to detail along with paying attention to customers request when possible, neither were provided by this establishment.

Original review: Well, where do I start.. I have had to stay at hotels all year long and have had nothing but lies and nasty hotels. Wrong amenities are one as well as fees added to my credit card that were never discussed. The latest is where a conversation with an owner of the Quality Inn in Panama City, FL told me to get the ** out of his hotel (Have Video and my boss to back that claim UP). Spoke with several agents both from the "executive team" (a real joke there as one of them had a mistake on my points and then revoked yes revoked them) about this issue and no one seems to care as it's been almost 2 weeks later, Choice Hotels is a joke. I now have 3 cases against Choice and I'm A Diamond Elite member? It's clear to me choice doesn't really care... After calling several more times and mentioning I might get a lawyer, they told me they can't even credit me for my current stays and hung up the phone on me, stay CLEAR of choice, they are out to commit fraud.

Original Review: Nov. 28, 2019

We were on a family trip home and decided instead of stressing to get in the last 2 hours home after driving for 10, we would enjoy one last evening with the pool with the kids. We called Choice specifically to make sure that there was a pool and a suite as we had 3 adults. When we got to the hotel, they informed us not only did they not have a pool (as shown on their website and confirmed by Choice verbally), but they also did not have a suite! Due to it being within 24 hours we were told we could not cancel the room and we could not transfer to another hotel in the area. When we called Choice they informed us they would have to do an investigation and there was nothing immediately that could be done.

Days later when the investigation was complete, including confirmation of the recorded telephone conversation, Choice informed us that best they could give us 4,000 Choice points as a consolation! The room we had was 10,000, meaning we're getting a fraction of what we paid. This was an extreme disappointment, beyond false advertisement and feeling entrapped, the customer service was what really will make me think twice before using Choice again.

This has not always proven true - tonight $316.80 was debited from my account but points were not deposited. I was told I could wait up to 72 hours to see the points in my account and use them for my reservation. This is the 2nd time this has happened, and I'm so frustrated with Customer Service's inability to do anything about it, I will just stay somewhere else. DO NOT BUY POINTS AND EXPECT THEM TO BE AVAILABLE FOR YOU TO USE IMMEDIATELY FOR YOUR RESERVATION. You very well may end up out of pocket $$$ for the Points purchase, not able to pay for your reservation with Points!

When we checked in at 9:30 pm that night after a full day of driving and Biltmore Estates my rooms were both standard rooms with no handicap bathroom. The night clerk was very rude and told us "Good Luck" with getting a refund. He said there was no notes in the computer showing I called them to follow up like I was instructed. He also told us that the type of room I needed was only available in a king and not 2 queen. We did not have the funds to find another hotel room, so we had to drive back home, 3 hours away.

My sister-in-law that is in the wheelchair had a bathroom accident during all this confusion and cruelty. I have been told by the reservation company now 3 times that it is up to the hotel to agree to issue us a refund. This is the worst experience I have ever had with hotel reservations. I don't understand why this hotel will not make it right and return my money because we were unable to stay. This is not right on any level and it was clearly not an error on my part. Do not stay here!!!!!

Recently my family and I were eating at the diner that shares the parking lot and there was another ** couple in the booth behind me and I could over hear the gentleman saying that he knew that maintenance man was lying about not working and staying at the motel because the maintenance man was in the room 2 doors from them. I turned and asked if there were any employees of ** there and was told no not even 1 and that they obviously need help because the housekeepers were still cleaning rooms at 9 pm at times. I guess this has just become a normal and excepted practice for the RODEWAY INN in Pueblo. I will never book there again.

Original Review: Nov. 19, 2019

Member since 2011. On 11-18-19 I had made (3) three "temporary" reservations as I have done in the past while setting up a group trip, and a decision was being made of which one to keep, decision made, I cancelled (2) two of the reservations within one days time and kept one as before. Today 11-19-19 my Choice visa card has been charged with $1050.00 in charges. Called Cust. svc to find out what gives? You can imagine the "GLEEFUL" conversation; a lot of "I understand" "we're sorry" and the best for last "I hope you have a great day"!!!! "I agree and acknowledge this is a non-cancellable rate." What does that mean if your Membership allows for "FREE" cancellations.

An account in good standing since 2011 and I inadvertently reserve the wrong package and "BAM" the mouse trap closes. You're done. FIRST TIME IN MY 56 YRS I AM GOING TO DISPUTE CHARGES ON MY CREDIT CARD. Unless Choice can help me resolve this, they may have lost a FAITHFUL customer. Policy transparency not a strong point of Choice Hotels.

Original Review: Nov. 12, 2019

I have been a member of Choice Privileges for 7 years and I have always redeemed gift cards or reward nights. I recently redeemed 64,000 points for $200 in gift cards. The digital delivery was unavailable, so I picked the plastic cards to be sent by mail. After waiting the 2-6 weeks delivery wait, I called to ask for some help finding out what happened to them. The representative on the phone assured to me they were sent to "the address on file" and couldn't help me with any tracking information.

I also tried to email the help desk with my address. I received a response from a "Fred" who claims the cards were sent to that exact address. And choice will "not be responsible for lost or stolen gift cards." I don't have a confirmation the cards were even sent, just some guy telling me he sent the cards. I do not usually have any trouble with my mail, but checked with the USPS branch, just in case the package needed a signature, which I would expect at that amount of merchandise.

Choice doesn't seem to care once they have claimed they sent something where it goes or if it was received by the correct person. If sending cards through the mail, I would expect there is some paper trail of if the cards were sent, and if they were delivered correctly. I am sorely disappointed with this program. I travel for my job frequently as well as my coworkers, 100s of nights every year. I have advised coworkers and friends that choice rewards are no good if you can never receive them, they are better off trying a different brand.

Also, I have learned that most reviews for their hotels are FAKE! I have walked out of more hotels than I actually stayed at. You will also get cheated out of points for free stays. Do yourself a favor, ALWAYS call the hotel direct for rates before booking through Choice. You may just save yourself some money. And ALWAYS ask to see the room you are booking, before you hand that card over at check-in time.

I have advised friends to stay at Choice Hotels and to join the membership but never again. This company has the worst customer service of any company I have ever dealt with. I am out 16,000 point and out a $50.00 gift card. Too bad I didn't read that Choice is not responsible for lost or stolen gift cards! They won't even give me information that I need to have the post office track this. I have to wonder if this gift card was EVER mailed in the first place. I have never had a problem receiving gift cards from other companies. John

-AVOID CHOICE HOTELS LIKE THE PLAGUE!

When I called Choice Hotels to identify my problem (after making a decision to use Choice over my regular brand which would have definitely warranted me a free stay) they informed me that I could also use 6000 points + $$$ to book a hotel. This is only available for American citizens and I’m offended that the staff at Choice Hotels wouldn’t be well enough informed to know this.

The Fall Promotion is a scam for Canadians - a sad attempt to get us to give an American corporate giant our money without being offered something equivalent in return. I had suggested Choice Hotels could give me 2000 points for free so that I could use 10,000 points at a few hotels in Canada, but instead of replying to my request they have appeared to ignore it. Shame on Choice Hotels for this sneakily worded promotion that takes advantage of people excited for these opportunities. Zero stars.

I called choice and was told that they could help me and after telling the choice agent repeatedly to modify the reservation she went ahead and canceled the reservation. After I asked her why she canceled it she said, "That’s the way we do it" and informed me I needed to rebook. So I told her she canceled it she should be able to rebook it for me but she informed me her system would not allow her to do it. I then immediately tried myself but she was correct and now no rooms were available for purchase with points only cash or credit card. So I informed her of the situation and she said she would look into it and after 20 or 30 minutes she hung up on me.

After that I called back and wasted another hour to find out they could not help me, so now I sit with almost 400,000 choice points and can’t use them. This mistake on choice cost me 3500.00. They escalated the this a couple of times but yet I was told there is nothing they can do, could not use my points, would not work with me at all. No discounts, no points, not a care in the world for a Diamond member that spends over 10,000 a year on hotel rooms, so choice know this... I will continue to book rooms to use my 400,000 points but when they are done so am I, you guys did the same to another tech I work with a Couple weeks ago.

I called an agent and after holding for 30 minutes they confirmed with me I did pay and would call hotel and I just needed deposit. Went back into hotel and the clerk still swore that there was no transaction and that the manager was away for the weekend. Again called the agent and they called again and the agent then said well check you bank bc I don't know where your money is. Mind you I got there at 3pm and it's now 7 pm. So not only do I not get my room I paid for I have a screaming crying baby and livid fiance. So now we had to find a small motel room last minute and pay out more money.

I called my bank within the hour and asked if they pulled money from my account for this reservation and they indeed did on the 21st and tried again this night. I am very angry. I called the agent again...and she was like, "Well their manager is not in 'til Sunday but we will investigate all of this and you are 100% in no fault." Called back Sunday. Was told to call today. So whole vacation over now and stressed to max I finally got my return confirmation from hotel. But no apology and no compensation from either parties in this matter. No points, no free stay of apology, nothing. I am very very upset.

When the manager came to the line she said everything was out of their control and that she was sorry. I asked, "Could you at least give me some points since your representative is a reason I did not have a stay" and was told no did they did nothing wrong even though I screenshot where I had my reservation held for 15 minutes three separate times for a total of 45 minutes while I waited for them to help me and again was told no. I could pick a stay at a different hotel for double the price.

THIS COMPANY IS A SHAM. They kept me on the phone for 4 hours transferring me to each oriental person who acted as though they didn't understand English. Apparently someone thought they were purchasing cheap labor by outsourcing their call center to foreign countries where people act as though they don't understand English after stealing off your credit card.

We each (myself and my husband) paid for 2 nights, and then used points plus cash to book the last night (we stayed 8 nights). Right before we left I decided to check the room rate again, 12k points per night. We paid 2.5 times the amount of points we should have paid and because each Choice hotel is individually owned and operated, Choice refuses to do anything to help us. This is ROBBERY! The cost of the points was more than the value of the room itself. We paid 18k additional points per night for NO REASON! The rate of the room has also remained the same with little change. I literally feel just sick over this!

Original Review: Oct. 18, 2019

I have been staying frequently in these hotels taking advantage of their promotions, giving you points which they say you can redeem towards free nights or gift cards. Back in July I started attempting to redeem points, trying to get a $50 Amazon card. A month later after not receiving it, I was told their "third party" department had the card as delivered to me, but there was a problem with the address they had for me (wonder how it had been delivered then) as UNKNOWN. We fixed the address over the phone and I was offered a points refund or sending the card again. They did on Aug 26th and after several weeks of calling and being asked to wait, today they told me their records again showed the card as delivered on Aug 28th. First of all, WOW, that's some fast delivery. Second, why would they keep asking me to wait longer and longer to make the claim?

Today, after speaking with an agent, his manager and the manager's supervisor, I was told (not literally of course): "tough luck. It's lost and we don't feel responsible for that. Forget about your money or your points." All companies giving you an Amazon gift card simply give you the code online, right away. This one allegedly sends you a physical card that takes 6-8 weeks and if you don't get it, it's your loss. So I would recommend not trusting them at least in the gift card option.

I posted a review on here on October 17, 2019, after I encountered a problem with the Choice Privileges app and was charged SIX TIMES for $45 that put a week-long hold on the money and left me with NO reservation. After a couple of hours on the phone with customer support trying to resolve the issue and asking for a small gesture from them to compensate me for my trouble and money they had placed a hold on BEFORE confirming my reservation and telling them I would be taking my business elsewhere if they didn't value MY LOYALTY enough to make things right I was told "oh well, don't let the door hit you in the backside on your way out."

I was never rude to anyone, never got upset, I was just trying to get them to correct the situation that was THEIR FAULT and they had NO INTEREST in keeping a LOYAL Diamond Elite Member with over 130 nights stays this year with a 20-year history as a LOYAL Diamond Elite Member happy! Anyone receiving a response on this site from one of their seemingly concerned customer support reps expressing concern and asking you to send a private message to them so they can look into things for you giving them a chance to make things right might want to consider how valuable their time is because they are merely trying to leave the impression they are doing something so your complaint shows a "Resolution in Progress" message to deceive you and others who come here.

I received a response from them on October 17th, responded back, heard nothing so inquired again, got a response on October 23rd from another representative wanting me to send another message confirming the details and I have not heard a word since and there is no way for me to message them again so I felt it important to post another review of their representatives trolling this review site. Make no mistake about it. Choice Privileges could care less about making sure loyal patrons are happy. They just want YOUR LOYALTY but if you ever expect a little LOYALTY in return forget about it! There are WAY TOO MANY other hotel loyalty programs available to put up with a company that treats their LOYAL CUSTOMERS the way Choice Privileges does. After reading the other reviews on this site that are all so similar, describing the same horrible experiences with their horrible customer service I feel obligated to warn others to chose wisely.

I wish I had learned how unconcerned they are with keeping LOYAL members satisfied and resolving problems in my first year as a member before spending so much over the past 20-years and referring dozens of others and encouraging dozens of others to use the Choice Hotel brand. Thank God the internet has many more review sites than were available 20 years ago. I would encourage everyone to make use of them and before giving your loyalty and hard-earned dollars to anyone research them and find a company with a better history than Choice Hotels has. If you are one of the Choice Hotel trolls being paid to put up a false message on here don't bother.

My Membership number is **. If you want to show me how much you appreciate my TWENTY YEARS as a LOYAL Diamond Elite Member who has spent over 130 nights at your hotels this year then check my account and give me the lousy 6,000 points I lost because of this mess and SHOW ME you care. Don't keep blowing smoke up my backside. SIX THOUSAND lousy points are all I asked for. I don't even need the 6k points. I earn that many points in a few days staying at your hotels but it's the principle. It's about showing someone their LOYALTY matters and that they are appreciated enough to warrant such a trivial gesture after 20 LOYAL years without ever having a problem or asking for anyone to make anything right.

ONE lousy problem in 20 years and your "Special" customer support number JUST FOR Diamond Elite Members proves to be manned by people who treat them no different than new members. LOUSY! And ironically I'm actually glad that you are at least CONSISTent with your customer service and treat EVERYONE LOUSY. I don't have to feel guilty about leaving the one-star required to leave this review. To the others on the site who have been impacted by the Choice Privileges UNloyalty program, I wish you the best of luck and hope this review has helped you in whatever decision you make when choosing a hotel loyalty program.

Original review: I have been a Diamond Elite member for 20 years and spend a good amount of money in Choice Hotels every year. I have been the kind of loyal member who at times has stayed 20-30 minutes from my actual destination when there were no choice hotels or rooms available in the area... For the past TWENTY YEARS I have refused to stay in any hotel that was not part of the choice hotels. My wife and I travel frequently and I have spent around 120 days in their hotels so far this year. To be a Diamond Elite Member you have to stay a minimum of 40 nights a year... I have met that requirement for 20 years but today something happened that ends my loyalty to Choice Hotels.

I tried to reserve a room using the points plus cash feature... I use the app exclusively to manage my membership Account and to reserve my rooms. I am very familiar with the app and how it works. When I selected my room and entered the payment info I hit the button to reserve the room. It does the stand by we are booking your room thing then gives me an error indicating the info I submitted didn't match what they have in file... It doesn't tell you what information doesn't match so I thought I may have entered the credit card number wrong so double checked everything and again get the stand by we're booking your room... At about the time I get the second error message I start getting a barrage of text messages from my bank indicating Choice Hotels had charged me $45 SIX TIMES! That's $270 that will take 3-5 days to be released.

Here's where the real problem began. I called the so called customer service number... The one they provide for Diamond Elite Members... I don't even want to know how they treat those who call the other number for those who don't travel with them as much. Anyway I explain the problem and the first rep I spoke with was a sweet and kind young lady but she kept trying to tell me how the app works and how I must have done something wrong etc. She says she can't help me with the charges and I'll just have to wait for the bank to release them. In my mind since their app put a hold on $270 after I tried twice to book a room... A room they should NOT charge me for before they can confirm the reservation, I should be compensated for the additional points I had to use for my room now.

Well, this was all above her pay grade and she was unable to book my room because they were working on the computer system because they were having trouble with it. (The real reason I think the app went crazy) I asked to speak with a supervisor and explain to him what had happened. Again with the accusing me of not knowing how to use the app... Hell, I probably use it a hell of a lot more than they do and even if I did something wrong why the hell are they charging my card before they confirm the room.

Call me crazy but it seems to me they should make sure they can book a room for someone FIRST and then and only then charge the customer. Well the second guy, supposedly a supervisor, refused to do anything for me blaming me for their app going crazy. So I asked him to book my room using my points for all of it... Well the computer is still down and he's not able to reserve me a room and not willing to satisfy a 20 year Diamond Elite Member so I asked to speak to his supervisor.

After about 20 minutes on hold I get someone claiming to be his supervisor... Again I explain what happened and again I get accused of pushing the button too many times and not knowing how to use the app. They surmised, they didn't know for sure but surmised that I got the error message because I had not changed my address on the app after I moved and changed my address on my card. Maybe this was the problem but I doubt it is because I changed my address the first week of August and have made a dozen reservations on the app to include 3 or 4 points plus cash reservations.

After going round and round wanting to be reimbursed for the points that I would have bought had their app/computer network been working right and because they essentially seized $270 of my money in return for nothing I don't think expecting them to compensate me for 6000 points unreasonable. I have had only one other problem where something went wrong and when I called they corrected the problem and gave me 2000 points for my trouble... The guy I'm talking to offers me 500 points. Hell I get that just for walking in a choice hotel. It was an insult so I go around a little more and he gives up 1000 points.

When I tell him if that's the best he can do I'm going to use up my points and join a different rewards program because there are a LOT of options these days... He tells me he's sorry I feel that way and essentially told me so long we don't care. So this clown is willing to tick off someone who has been a loyal and frequent patron of their hotels and he's willing to tell me tough luck over the equivalent of $45 worth of points... That's not customer service, that's not customer appreciation and that's not respect for customers who are loyal and spend their money with them when there are literally dozens of options in the hotel industry.

I probably wouldn't have given any of this a second thought had I only been billed twice, the number of times I attempted to book a room, but when you consider the $270 they wrongly put a hold on and then the computers acting up making it a royal pain to get a room booked etc., it became a big deal. And then I have to wrestle with three separate people of which the only one who seemed to really want to help me but couldn't was the young lady that took the call first.

The supervisors and management in customer service must not get the same training the ones on the front lines do because they have NO INTEREST in keeping loyal customers happy. In the end they lose loyal Customer after 20 years because they won't credit me 6000 points for ruining my day... Sadly they don't care because business is good and even if I do spend a couple hundred days a year in their hotels I amount to nothing in the grand scheme of things.

I'm a man of principle though... If I called in every week complaining and asking for them to make it right I might understand the way I was treated but to get treated like this after 20 years having never expected such a thing... Well, seems like good business to make such a loyal customer happy.. especially when we're just talking points. I have recommended quite a few people who have become Choice Privileges members but I can no longer recommend them and after reading some of the complaints on here customer service is clearly not their strong point... Find another loyalty program. There are lots of them out there.

I called customer service, who were quite rude, and said that since 72 hours did not pass between our 2 bookings, we would not get a free night. Apparently, you have to sleep in your car for a few nights in between stays. The man was difficult to understand and very rude, so I asked to speak to a supervisor. He laughed and put me back in the queue for 10 minutes and I got another agent, who was less rude, but very difficult to understand. She said we did not qualify because we would be checking out after the end of the promotion. Because we are staying 6 days, no free night. If we had only stayed 1 night, we would receive a free night. It makes no sense. If you travel for 2 weeks and stay at a Choice Hotel each night, it only counts as one stay. This is a very bad business practice. I wish I had not pre paid.

Driving thru the parking lot one day the owner and a group of other people were sitting at the corner of hotel.. We see one of his friends/family members urinating in the parking lot while he just sits there and watches. And owner or his wife decided they couldn't wait for my husband to go in the office and pay for the next week so they took it upon themselves to go ahead and charge our card not knowing if we would actually be staying another full week. Very disgusted with how cs did nothing but offer points.

Original Review: Oct. 14, 2019

I will never use this company again! I booked a reservation through Choice, and then my flight was changed. I spent over 2 hours on the phone and 3 different times I was told that they would call me back, but they didn't. All I wanted was for the reservation to be moved. They gave me the runaround and between them and the hotel, I still have no resolution. Their reason for not transferring the money to the other date is because the reservation is in my name, and the credit card used is in my husband's name. If that's not permitted, then why is it allowed allowed on the reservation website??? I believe this company is shady, and I will recommend that everyone steer clear!!!

The next day well that didn't happen. I call back the next day to see if I can get help with that being that I don't have a place to stay that day. Speak to one representative by the name of Honey. She was willing to go ahead and accommodate me since you know I have been on the phone for pretty much a long time the night before and that morning to make sure I had a place to stay on October 2nd which was also my birthday but unfortunately this system was updating or had crashed or whatever so when I called back I got a new representative and it was a complete 180. They could not do anything and it was left up to my own vices once again to have a place to stay. Even though it was their rule in their system come to find out it if you do not have a credit card not a debit card but a credit card in your name with the exact same information that they have on profile for you that you cannot schedule a flex reward or Points Plus cash reservation.

Not only that. You cannot buy points just to buy points and that's the same you have a credit card not a debit card in your name that matches the exact same verbatim capitalization and punctuation as Choice has on file for you. Now not all Choice members have a credit card. I have not one. I don't plan on getting one so I think that's pretty discriminative of them to make that rule in order for people to be able to use their Flex Rewards or program rewards to take advantage of those or is it a scheme to have people apply for the Choice Credit Card more often. Makes me wonder. Not a good situation to be in.

When I got home from work I went to the office to see why we were denied clean linens and what was going to be done about bug problem. I was ignored by employee who could care less while staring at her phone. Also maintenance has walked in on my wife without several times without proper introduction once even in the bathroom. I take this very seriously and after paying nearly 2000 monthly I want someone held accountable for not addressing bugs, mold, and disrespectful aloof manager and staff. I have always thought highly of Choice hotels but unfortunately I am planning to go elsewhere over people who don't take their job seriously and take care of just the essentials. I look forward to hearing from someone of what can be done. Thank you.

I have called numerous times, been transferred numerous times. Not one person cared or really tried to help me. I was told that, "It states you will lose the money and points if you cancel." I immediately canceled, how can they do this legally? I have never seen that statement. I have since looked and it is after you have said you want the reservation.

As I have found out I am not the only person to experience this. I have lots of friends that I got started with Choice and one friend that owned a Comfort Inn in California. I called each one and ask, "What does points + cash mean to you." Everyone included the former owner understood it the same way I did. Anyway, please be careful, one person at Choice I spoke with told me I had paid a lot more for points doing it "that way". I explained before my illness I was an accountant and would never have paid more if I had understood. I still don't feel this is legal, next week I will meet with an ADA attorney and find out. I will try to report back. I plan to pay off my Choice Visa and discontinue using anything associated with Choice.

Staff members do not wear any type of uniforms, name tags or have any ID that distinguishes them from guest. There are no business cards, contact info, or management names posted. Staff refused to give names, manager information, copies of receipts for payments, or copies of any signed documents. Day 6 of stay we have paid over $1300.00 but due to staff being disorganized, lacking basic skills and job knowledge - was threatened to be removed as a squatter. To date have only been able to find out the asst manager is Tiffany **, front desk staff Amanda & Justin, Susan mgr of housekeeping, and JoAnne night auditor. I am still in such disbelief as a PAYING customer the treatment currently enduring from Tiffany & Susan literally breaking into room to being humiliated in the lobby and threatened, and daily harassment over paperwork. If you have a CHOICE of your stay - DO NOT STAY AT A CHOICE HOTEL.

Every time you called to try to speak to someone about their promotion you are put on hold for 20 to 30 minutes or more. However if they transfer you to talk to someone about a timeshare they managed to pick up immediately. Shaking my head. I come into town every weekend. I need a hotel for two to three nights. They were making a bundle off of me. Why be loyal to them and they not give me anything in return. From now on I'm checking out the best rates of any hotel in the area and avoiding them. They will not get another Penny of my money.

Unfortunately they refused to change the date or give me my money back so I was out that entire $100. On the way home I stayed at a Choice Privileges hotel in Nashville TN and as soon as I sat on the bed the entire mattress sunk all the way down to the frame. Needless to say I did not stay there but they also refused to refund my money for a hotel with a broken bed that I never even got to sleep in. They instead offered me 1000 points and flat out lying stating 100 points is equivalent to $50, but when you use your points you need 10,000 for a free night and believe me the hotels are not $500 a night. They completely lie to you and only want to make a buck. You personally do not matter to them and the quality of the hotels does not matter to them either. I am using my accumulated points for a Clarion Inn and will never use Choice Privileges again. Terrible customer service and some hotels are not that great for the cost even.

On Sunday March 3, 2019 I booked a room with Choice Hotels at the new beautiful Cambria Hotel Downtown Boston. We were so looking forward to this new upscale high end hotel and a relaxing wonderful 4 night stay in Boston. We had planned to meet my sister Kathy ** and together enjoy our stay in Boston. On a regular basis they sent me confirmation emails and texts to my phone reminding me of our upcoming stay. The last text and email you sent was on Tuesday September 10, 2019 at 10am. This was just five days before our check in date.

We pulled up to the Cambria Hotel at 6 west Broadway in Boston on Sunday September 15 to check in and begin our vacation. This is when the nightmare, the stress and the anxiety began. The hotel was closed and still under construction. We found ourselves on the street in front of the hotel with no place to stay and no place to go. It was late afternoon and knowing that it would get dark soon I began fearing the worse, that we would be sleeping in our car in a strange neighborhood with nowhere to stay. Trying to find a hotel at the very last minute in Boston was unimaginable and my stress level began to rise even more. I was nervous, worried for our safety, tired from our long travel and flight and my body was just shaking.

I called the hotel and was directed to the reservations department, obviously because the hotel was closed and no one was there. I spent over 2 and a half hours on the phone constantly being transferred from one person or department to another. My stress level growing even more. One women actually hung up with me after obviously knowing there was nothing she could or wanted to do. After calling the Choice Hotels main offices I talked with a gentleman by the name of Lester (Reference number **).

I pleaded with Lester to please put us up in another hotel in Boston. Lester nor any of his colleagues did anything to help us as we stood stranded in front of the closed hotel in downtown Boston and as it started to become colder and darker. Lester, also being frustrated, actually told me to go find a hotel on our own, at our own expense (which would have been extremely costly considering the last minute reservation) and to call back the next day.

I could not believe that Choice Hotels was actually going to leave us stranded and basically homeless in Boston. I was devastated. This was the beginning of our vacation. What was supposed to be a time of enjoyment and a release of stress in our life was now a nightmare and all I could do was cry. Any decent hotel chain would have understood and would have been sympathetic to our horrible situation that they put us in. They would have put us up at an equal or better hotel in the area regardless of what chain of hotels it was. They would have been apologetic and they would paid for the cost of our stay. They would have been professional and courteous and gone out of their way to make this right. Choice Hotels did nothing and left us with no place to go and homeless on the street.

After hours of searching and calling on our on phones and as the battery life of my cell phone was dying and it was now dark and cold, I finally was able to find us a room at the Boston Harbor Hyatt. The first day of our vacation was lost. We had plans to check into the Cambria and enjoy the afternoon in Boston and enjoy the night having dinner and drinks with friends at the hotel. That never happened.

After another long drive and being tired, angry and stressed, we checked into the Hyatt Boston Harbor. When I told them our story and experience with Choice Hotels they were appalled and so sympathetic for us. The Hyatt at Boston Harbor as true professionals went out of their way to find us a room. I thought for sure we would have to pay more than 500 hundred a night considering we were walking up at that moment and asking for a room for 4 nights. However, knowing what we went through and seeing our faces and how tired and stressed we were, they not only put us in a room at a reasonable rate, they gave us a beautiful room with a large window facing the harbor. I was so grateful and so amazed at the professional service the Hyatt gave us.

I did not sleep well that night for obvious reasons I was still angry, stressed and just amazed at what Choice Hotels had put as through and how horrible they treated us. Choice Hotels took our reservations 6 months in advance, they continued to confirm our reservations on a regular basis even when they knew the hotel was not even finished being built. They continued the horrible behavior and unprofessional conduct by leaving us stranded and homeless on the streets of Boston with no concern what so ever for our care or our safety.

My account is only showing 15,510 because they are stating that I only had 12,500 and NO POINTS WERE DEDUCTED since the magazine order did not go through. How could I order 14,000 points worth of magazines with 12,500 points???? If it doesn't make sense, it's not true what they are saying. I WILL NEVER, EVER STAY AT A CHOICE HOTELS AGAIN. They robbed me of all the points I could have order gift cards with. Kevin

The manager then came out and said, "I remember you. You gave us a bad review." She asked for her keys back and asked me to leave. I told her to sign my receipt that I would be getting a refund. She refused to sign, and called the Pharr police on me. This was all because I gave her a bad review, and reported the hotel to Choice Hotels. This is bad policy for the Comfort inn in Pharr Texas. The proper way is for the manager to apologize, and say, "Please give us another chance." My confirmation number was **. The manager should be fired! This is no way to treat a customer that gives you another chance. I canceled the other two reservations I had at this hotel, and also canceled one reservation at their sister hotel. Choice Hotels gave me only 2000 points for what what a bad experience I had. I can not recommend the Comfort inn in Pharr Texas.

Original review: Stayed two consecutive nights 9/3 through 9/4. Checked out on 9/5. Booked under one reservation number. New reward program states "stay two nights between 9/4 and 11/8 and get one night free". Well the 9/4 night not eligible because it was booked with a non qualifying night. Nowhere in the rules/disclaimers does it say that it had to be separated into two unique reservations to qualify. Been a platinum member since 2015. Talked to the front desk and the rewards C/S agents including a supervisor with no satisfactory resolution except.."sorry we cannot do anything because of the rules." My issue is that this specific rule is not clearly explained or stated on the website. Clearly no regard for a loyal customer.

Second person puts us on hold and calls the hotel. Hotel staff talks down to her. Like she said she was going to be lodging a complaint against the hotel staff. So we ask for our money back or for it to be cancelled. She's like, "Yeah can't do that cause it's within the 24 hour window" and I'm like, "Wait so we can't cancel and we can't get a room so how the hell is that right?" So she says she can transfer us to a different customer service agent. Great. Yeah not so great same runaround so finally we get a manager cause we've been on the phone for over an hour total. "Oh hey the hotel can get you a room now." Yeah we're not staying at that hotel. We just want our money back since it was prepaid. Gave us a cancellation number and assured me they would email me. Email didn't come in till like 2 hours later.

So in summary it took two hours just to get them to offer me my room I paid for and at that point we just drove home cause the room we wanted that had the jacuzzi wasn't the same one offered. It was supposed to be for our anniversary which we had gotten a baby sitter for and planned our weekend around. Lesson learned. Avoid choice hotels and Quality Inn.

I earned a 50 Amazon gift card, and was told it would take 4 weeks to mail out. MAIL OUT snail mail. I called after 6 weeks, and said it was on its way. 8 weeks later - no gift card. I called, and was told that there was a N. (North) proceeding my address (and I have used that for 10 years) and it was not processed. I could not use that credit to any of the future bookings, as it was not enough points. If I wanted my Amazon credit, it was AT MY OWN RISK..and they told me that they would re-send it as a one time courtesy. That stinks. My address I had on file is correct. So if it does not get here, I am out of luck after waiting another 6 weeks.

DON'T EXPECT ANY CUSTOMER SERVICE AT ALL WITH CHOICE HOTELS...It stinks! Also he hung up on me...and never called back. HORRIBLE CUSTOMER SERVICE! I had called a few times before, and each time the person was to help me, they assigned another member ID. I have no idea how many my husband and I share now. IMPOSSIBLE!

Original Review: Aug. 20, 2019

I have made a booking to Quality Inn hotel. Upon completion of the reservation online I discover something is not correct and the number of room become 2 instead of 1. Since this is a special rate that is not refundable. I immediately called Choice hotel reservation immediately to indicate the problem. They acknowledge the mistake and graciously cancelled my booking of 2 rooms and helped me to complete another booking for just 1 room. It has been over 2 weeks and I did not receive any refund on the 2 rooms booking cancellation. So I call customer service again to find out they can not refund the booking without "General Manager" approval!

2. Is it up to customer to check their credit card statement to discover no refund has been issued. Why is the cancellation email never mention refund information? (How long, need to check with customer service later.)

This is not a honest way of doing business. I truly hope you improve your cancellation/refund process and make it more transparent. P.S. I still haven't got my refund!

This hotel and the Choice Hotel Corporation is now refusing to give me my money back. The manager is saying I was never there which is untrue! The photos on the website is nothing what this place looks like in person. I can't believe the Choice Hotels Corporation is this unprofessional and unwilling to own up to what their own hotel personnel did. I would never recommend anyone stay at this hotel.

I informed him they were not mine but he still told me I could not stay any longer but would refund my money. So I gave no issues and packed my belongings. When I went down for my refund the owner's wife said they had to inspect my room..I said ok go ahead. Next thing I hear is them informing me that my 100 plus dollars will not be refunded because of hair dye on a blanket. Which is funny because I never dyed my hair in the room. They ended up calling the police because I simply said, "How will I leave now? When that is all the money till my check hit at 12am." I had a cab en route but no way to pay. I called Choice and was told there was nothing that could be done, that the hotel has that right. I feel let down by the Choice brand. They need to protect their valued customers more!