Choice Hotels Reviews

I booked a reservation for Comfort Inn and Suites through Choice Hotels website. I realized that I reserved the wrong hotel and immediately canceled. I received a cancellation confirmation. So far fine.However, I happened to check my credit card online and saw that I was fully charged for the cancelled reservation as a “no show”. I spent fours talking to Choice Hotels foreign outsourced customer service. Aside from trying to communicate with people who spoke unclear English, I was disconnected several times. No one at the toll free numbers could understand or correct the problem. In fact, they said there was no record of the cancellation number. I finally called the hotel directly, emailed a copy of the cancellation record and I hope my credit card is refunded. I am very upset with the lack of competence and service through Choice Hotels 800 numbers.

So annoyed! I booked a hotel a couple nights ago for my daughter's soccer tournament and the field changed. I called Choice to see if I could move my reservation to another one of their hotels and the hotel was more money so dummy me thought they would be happy to move it. Well guess not. It’s one of those deals - no cancellations. Guess they didn’t want more money from me. I’ll never book from them again. Not very good customer service.

Updated on 08/21/2019: There was an error with fulfillment of my redeem gift card. After months of phone calls, and then writing a review here, my 32000 points was returned today after calling one more time to speak with a supervisor. That lead to me speaking to his supervisor.

I booked a hotel reservation in early June 2019 in Green Bay using Choice Hotels and have been member of same for about 7 years. I was there to attend the Packers shareholder meeting on July 24th. My original booking had me walking to the stadium and was about a block from the stadium. My on record credit card was used to book for 2 nights and all info was autofilled at the time of reservation. Choice maintained that the reservation was non-cancellable at the time of reservation.

I booked 2 hotel rooms at an Ascend hotel in Memphis (Napoleon Hotel) through Expedia. I intended to cancel both rooms, which Expedia verified that I went through the cancellation steps twice online. Somehow I made a mistake and cancelled under the same itinerary number without realizing it. When I called the hotel to explain what happened and ask for a refund, the GM (Micki **) became angry, yelled at me and ended up hanging up on me. She said she’d give a credit for that hotel only, but I explained that I’d never be back in Memphis. I had been told by the desk clerk the day prior that they’d give me a credit to ANY Choice hotel, but she said that was wrong information and she would not do that.

We accidentally booked Rodeway Inn in Paradise PA. We intended to stay at the Rodeway Inn Amish Country (10 min down the road). As we were en-route and realized the mistake I contacted the hotel directly. I explained what occurred. The manager advised since there was not a pool at their location and we had not checked in he was willing to cancel the reservation and refund my money to stay at the Rodeway Inn Amish Country. I thanked him and then we booked there.

On July 1, 2019, I retired. I started looking for places to travel. Once we decided on a location I checked to see how many points I had accumulated with Choice Hotels. I was surprised to find I did not have any points. We have been accumulating these points for years in preparation of retirement. I emailed Customer Service on July 16 after finding they have a policy of "use them or lose them" after 18 months of inactivity. I asked to have the points reinstated now that I know their policy and also requested them to change their policy to be like many hotel chains and airlines where the points do not expire. I received feedback that activity includes hotel stay, redeeming points, purchasing points, or referring a friend and they will not bend the rules.

DON'T USE THIS WEBSITE. I booked a hotel well in advance of a wedding in Ohio. I was not aware of the cancelation policy and immediately went to cancel my reservation once my plans changed (less than 24 hours later) and am stuck paying $150 for a reservation that I will not used. Absolutely ridiculous.

It took me 9 months and lots of phone calls before Choice Privileges stop changing my account settings so I could use some points. Now it has been 7 months. I tried to use my points again, I have found that Choice Privileges changed my e-mail address to so I can not redeem my points. Every time I call them they tell me that they can not change my account settings. I have changed My password several times. And it KEEPS happening. My opinion is that Choice Privileges is a Froglet company. Something should be done to hold Choice Privileges Accountable.

I have been a Choice Hotels member for 6 years. I changed my address a year ago. I recently submitted for 6 gift cards over the last 1.5 months. Only one got delivered after waiting 6+ weeks and a bunch of email run around. They tell me they sent them to my old address and too bad. How can you update the address on the app and they don’t get it updated? This morning I log on to the app. I have no stays or points now. My accounts has been erased the 14,000 points I had, everything I go to login and it tells me I only have an online account. Best Western will get my business from now on.

I had an excellent experience last year when I stayed at the Quality Inn in Fayetteville, NC (Jim Johnson Rd.) so much so that I told the front desk people how fantastic my experience was. Unfortunately they ruined the experience this year, and thanks to a combination of my customer service experience at both the front desk and on the phone later that day, I will never be staying at any of the Choice Hotel locations again. I called 7/4 to book a reservation for 7/13. The woman on the phone told me the price, booked it, and repeated the details back to me before giving me my confirmation number which I wrote down.

SHORT VERSION: The manager, Nick ** threatened to call the police if I didn't check out in 30 minutes, even though I arranged for a late check out. LONG VERSION: I made arrangements with the person at the front desk for a late check out. Since they offered early check in for $20, I asked if I could do late (2:00) for $20. She said, "I can do that."

We stayed at a Choice Hotels Rodeway Inn in Ironwood Michigan, over the 4th of July weekend, for a much needed vacation. (From July 5-9th, checking out on the morning of the 9th.) It was my husband, roommate and I. We checked in, paid, and settled in -- it seemed like all was well. The next day, I woke up and checked my bank balance and I couldn't believe what I was seeing! I was charged a completely random amount on my card at 2 am. MANY hours after check in... technically the next day.

Had some difficulty getting to a customer service rep but once I did the service was outstanding. They were very compassionate and it was greatly appreciated. I would recommend that you separate the customer service number from reservations to avoid confusion. I was given a different number but it looped back to reservations.

Long time Choice member. Stuck after years using them and had problems with promotions in the past. Now this: AC. 25000 points for a trash room (Rodeway Inn) or 6000+142 for a Wednesday, room price normal is 55. WTF. They like to screw you anytime they can.

I had no idea that I was booked in a trashy hotel. Homeless people hanging out with bbq grills. I arrived after 4 so no refund and I did not stay. Choice will not refund my money. I knew I'd made a mistake when I saw this hotel. There's lots of crime there and often in the news. The manager told Choice that I was a no show, I was not seen on camera entering or exiting hotel, then they tell Choice I did not have a reservation but the money sure come from my Visa and I have the proof. So they are giving me the runaround. I am disputing this charge with my bank. They did try to find me another room but I would have to pay for it and could not use money from other reservation to upgrade.

I made a reservation for July 19th 2019 and was treated horrendously by the front desk staff. I have been staying at the Clarion Hotel in Joliet, IL located on Larkin Ave. for years now and have never had an issue until today. I was humiliated and spoke down upon for asking questions about the hotel policy and guidelines. The front desk woman even went as far as to pointing a fly swatter in my face and waving it back and forth due to a problem that stemmed from the past with one of my guests. I video taped the entire scene and have the employees on video doing so. This was a personal matter between the two, not between me nor my family so I asked for the manager multiple times and was told there was not a manager on duty.

I have used the Choice Hotels brand for over 8 years and every time I have used my reward points for a comp night stay I get a room that is in disrepair, dirty, worst beds, you name it. Choice is the worst rewards program on the market.

Choice Hotels corporate policy will not allow US law enforcement to use their hotels. I thought this was a nation of laws, but apparently not if you're an illegal immigrant who already has a deportation order and already broke the law. My family will never stay in Choice brand hotels again. I will also spread the word about this corporate decision.

Choice Hotels claims to guarantee your reservation; however, when I arrived at my hotel it was overbooked. After calling them all they offered was to book me a room in another hotel but how would I know if this one wouldn't be overbooked as well? Also, I asked for a similar price range and they found me a hotel that was over one hour away. What they should have done was find a nearest hotel, even if it was more expensive, and pay the difference, since it was their fault that my reservation was not valid. I ended up calling one of the local hotels directly to make sure I talk to the right people, rather than relying on a company that doesn't do their job.

I would choose a different hotel company! I have been staying in Choice Hotels for many years and I am very disappointed with the level of customer service at the corporate level. I have been trying to make a points and cash reservation on my app and it states an error and now my credit card has 3 temp. pending charges. Have talked with 5 different customer service reps. and no one can resolve the issue. This is the second time the same issue has happened.

Very friendly staff. Blanket/comforter had blood stains on it, according to their own displayed rate, I was over charged. The posted rate for 2 persons was $175.00 + tax. I was charged $249.00 + tax, a total of $557.76 for 2 days. Tub/shower had rust marks, dresser was either dirty or mold in it, only one night stand with a lamp at the bed, so my wife was not able to read her book. Breakfast was not good either! We ended up having breakfast at Denny's. This visit only ruined what was our 10th wedding anniversary! We will never stay at another Choice Hotel. This one is located at 1601 Hwy 17 North, North Myrtle Beach, South Carolina 29582. Quality Inn & Suites # 248. We are going back to North Myrtle Beach within 2 weeks with our kids and this will not be a hotel of our choice.

The Manager (Ruben) kicked me out from hotel 1 hour after I checked in. He made up the story that my service dog barked and people complained when we stepped out for 30 min. I have traveled with my 7 year old dog every month for the past several years, she is well trained little service dog, and no one has ever complained. We had to switch hotel on Sunday night and he refused to refund our money back. I called the corporate headquarters and they said they would refund our money and they never did. We have been back and forth with them for a month and just gave up. Shame on you and and your disgusting, dirty hotel! Please do not stay here!

Charged for a room after cancelling online. Have contacted hotel directly, and several customer service contacts, both by calling and email. Corporate customer service has stated twice that I was not charged. There is a posted (not pending) charge to my credit card. Hotel refuses to refund. Corporate states there is nothing they can do. Reservation number **. Very dissatisfied and will no longer book with Choice Hotel group.

Hotel was not fit for occupancy and was difficult to get a refund. Initially told by Choice have to speak with the hotel and they said the owner was away on a business trip so nothing could be done. After many attempts and contesting payment with my bank, cost on 3 of 4 nights was finally refunded. First night didn't receive 24hr notice, but no way to know it was going to be in such poor condition to be able to advise. Anyway live and learn. You've been warned.

We stayed in Clarion Philadelphia International Airport Hotel, we travel across the country for lacrosse, and have never had such a horrible experience. The guest services were horrible, we were double charged, and I had to spend hours on the phone trying to get it resolved. We will not be booking any more lacrosse tournaments at any of your hotels. I believe there needs to be a lot more training implemented in this specific hotel. And this experience happened to several people on our team, not just myself.

The front desk friendly. Housekeeping willing to help us. Food was good and no problem with the breakfast. We’re disable. Helped us with our luggage. The public bathroom very clean. The hotel rooms were spotless. Would stay there again.

Comfort Suites-Choice Hotels. I booked a block of 12 rooms almost a year in advance for my team's state track meet in Peoria Illinois. I called 3 times to check on the rooms the week prior to our visit. I told them I needed all 12 rooms and I asked multiple times if there was anything else I had to do. They told me no, we were all good. The day we arrived, we find out the hotel had dropped all of our rooms and were, of course, all sold out. They said I hadn't reserved any of the rooms and since I hadn't given them a room list or credit card they dropped all the rooms. No phone calls. No emails. No notifications whatsoever.

Choice Hotels are great. Their customer service department is HORRIBLE. I was having difficulty getting their website to recognize my rewards account number. This has been an ongoing issue for about 1 1/2 years. Each time I call I am placed on hold, they're unable to find my account in their system, or I'm disconnected. When I call today, it took four tries to actually speak with someone who acknowledged my account and gave any remote indication they might help. The first two individuals that I spoke with could not find my account. The third person found my account and argued with me stating that it was something that I was doing incorrectly as I attempted to log in. When I asked for a supervisor she yelled at me, said yes and hung up on me. The fourth time I called back and asked for a supervisor I held for 35 minutes, a supervisor came on the line, there were absolutely no apologies given.

Checked in 6-10-2019. Reservation said 96.73. When I checked in they charged 108.34. I explained to them what the reservation said. I asked them if they wanted me to bring computer in, to show the reservation and dollar amount. They said no to that. Manager rushed me into okaying the debit card charge, but there would be a 96.73 charge on card. Got to room, looked at bank balance online. It was the 108.34. Went to front desk again. Manager told me that was just a hold on account, that actual charge of 96.73 would be taken out of account. Got home and Weds the 12th there was 108.34 taken out of account. Called motel.

Updated on 08/18/2019: A hotel charged me $150 for smoking in a room as they claim. I am a no smoker. After 2 months of back and forth and empty promises, I was finally promised by the Corporate they will refund me the $150 within 4-6 weeks. It has been nearly 3 months. NO REFUND. I emailed the same CO at the corporate who promised the refund, NO EMAIL back. What kind of a company is this? Better. What kind of people are running this company. I will wait until the end of August, then I will take the necessary actions in which I should have done from the beginning. Very SAD and shameful.

Updated on 02/01/2020: It's been more than 4 months and Choice Hotel has not been able to resolve the issue and the blame game is on!!!! They blame their third party who is unable to complete the gift card requests, however, as a choice hotel member, I believe its choice hotels that hold the responsibility to fulfill the order, not the third party they hired. I am waiting for best buy gift cards since August 2019 and the company is telling me that they don't have best buy gift cards in stock and cannot give me a date on when I can expect to receive them. However, on their website, a customer can still order a best buy gift card from their website. PS: Guys if you are out of certain gift cards, you should mention it on your website and not waste our time!! Dealing with call center people is really painful and frustrating. They have no power to help customers. Even their supervisor refused to transfer the call to her boss.

So many complaints about losing precious Choice points it is not funny. We have been saving Choice points (32,391) for a once-in-a-lifetime trip to Japan back in Feb. Reservations were made, however, due to health issues we had to cancel the trip. My family has been Loyalty Choice Hotels Members since 2016. Today, I was trying to book a hotel up in NYC for a family reunion, I was in shock finding out that all 32K points were gone; I emailed and inquired why, the customer service replied immediately & told me that my points were forfeited last 03/01/19 due to inactivity. I have received NO warning, advise, or just plain notification from CHOICE about the expiration. I DID NOT FORFEIT my points, they were taken away from me without notice. My calculation of the expiration is Aug 2019. you guys should not just arbitrarily steal hard-earn points from your loyal customers. So not happy with CHOICE Hotels points management team.

Where should I begin? I got there in the middle of an ice storm. I arrived about 9pm, after driving nearly 10 hours and I had to start a new job at 6am. I finally got checked in, and none of the sidewalk, walk ways were cleared. Slipping and sliding, I unloaded my dog and 2.5 months worth of items I would need for my stay. I book a week or 2 in advance, but no more...jobs finish early, per diem is late, etc. I explained this at the front desk. I was told no problem. My 15lb dog travels with me, he stays crated while I am gone.

I canceled a reservation with one of the hotels online a week before the stay due to very unfavorable reviews about the location. While doing so the website crashed on me multiple times but the cancellation confirmation page appeared before crashing again. With that I figured that my room was taken care of. Apparently, the day of the projected stay I noticed I was charged for the hotel stay. I contacted customer service and was told there is no cancellation and that I cannot get my money back and my reservation cannot be canceled at this time. As a frequent traveler I am extremely disappointed with the lack of consideration from the hotel location and the customer service professionals. I was made to feel that I was lying. While I had been using the Choice family since well before 2000, I will stick to the Marriott, InterContinental and Hilton Brands in the future.

Advertised as a NON-SMOKING property and yet most of the staff were in the parking lot huddle around smoking. Worse were the room (S) that were smoky. After I changed the first room, they put me in the second room and moments later I was becoming physically ill from a perfume smell (later to be determined as dryer sheets placed around the room in the trash cans). Mixed with the smoky smell, I again asked to be moved and management refused, even when I told her I had to use my inhaler due to the smells. It was a horrible stay with NO sleep.

I contacted Choice Hotels reservation service for a room for June 9-June 16, 2019. This reservation was made on April 25, 2019. I chose to pay for the entire trip in advance to get the lower rate which is non-refundable. On June 3, 2019. I received a call from the hotel at Morehead City, NC telling me that my reservation was cancelled since the hotel had been damaged by a hurricane in October, 2018. She said my money would be refunded.

Upon arrival, the lady at the front desk was already not welcoming. I always make a habit of checking out the beds and bedding to make sure that there are no bed bugs. As soon as I went to lift the comforter up, I noticed that the comforter was dirty. The edges were black as if it has not been washed. I can tell the difference with set in stain and dirt. I pulled the comforter back and there was still hair from the previous guests. I got the room with two queens, and both beds were dirty. It doesn't stop there. The bedding both had blood stains on them! You'd think that if they did change the sheets, they'd see the blood and replace it. I went downstairs and told the front desk clerk of my findings. She told me that she will give me another room. I accepted.

We planned a special vacation to Arizona and made a reservation at the Econo-lodge in Williams, AZ based on the on-line photos of the motel. Upon arrival, we found the motel to be nothing like the photos and it was a true dump. We walked into the lobby and were struck by the stench of old cooking smells and a disarray of the surroundings. We told the woman at the desk we did not wish to stay there and she cancelled our second night lodging but refused to cancel the first night. She said we could pay for the first night by card or cash. CASH!!?? I suppose we could have rented the room by the hour too. We took a look at what was to be our room and found it to be dingy, reeking of old cooking, cracked sink, filthy and the type of room where you wouldn't touch anything for fear of bugs. We immediately made a reservation at another hotel and left. The woman still refused to return our money.

I made reservation to stay at a Choice Hotel in San Ysidro California on 5/24/19 for a Memorial Day event. On our way to the hotel, we got into an accident and was taken to the Emergency Room hospital. I was admitted overnight. I called Choice to inform them of my situation and to see if I can get refunded or at least receive credit towards another stay since I could not make my hotel stay due to my accident and hospital admission. I was told that there was nothing they can do because the general manager at the local hotel, Rodeway Inn in San Ysidro would not authorize a refund past cancellation deadline regardless of my circumstance.

Stayed at the Quality Inn on Brice Road in Reynolds Ohio this past Saturday night. It was the absolute dirtiest hotel I have ever stayed in. In addition to being dirty half of the amenities were missing from the rooms and half of the things in the rooms didn’t work properly. We also did not feel safe in our rooms because of some of the activities happening outside our rooms. Owner offered a insulting refund amount and the Choice Hotels Corporate Complaints Department refused to do anything. Will never stay at ANY Choice Hotels again and recommend to all our friends and family to do the same.

We are Loyalty Members of Choice Hotels since 2012. ** Loyalty Choice Hotels member. I was trying to book a hotel down in San Antonio, TX and Spring, TX for our family trip few days stay at the hotel to add more points. I found out today that our 19,510 points gone; now it's 0. I called customer service and asked why. The agent told me, "Oh because your points expired," in a rude way. He told me that he can't do anything about it. Hang up the phone. It has something to do with the policy that changed he says.

This is absolutely the worst experience I have ever had making a reservation in my 40 years and all of my travel. I made a reservation this afternoon. I was told that since it was for someone else that I would have to reply to an e-mail that I would be sent that is an authorization form for the credit card. I went ahead and made the reservation for 2 nights. The man then told me that all I would need to do is reply to the authorization form in my e-mail. He said it would take 10-15 minutes to receive this form in my e-mail. I waited for 4 hours. It is now 8:00pm. I call the hotel desk and they proceed to tell me that the only way I can do this is to fax them the form. I tell her I do not have a fax and so she gives me her personal email so I can send it. I then again state that I haven't received any form to send. She says it is on the website and I will need to call Choice Hotels.

Today I made an attempt to contact a Choice Hotel to make a reservation at a location in Alexandria Va. After 32 min 45 seconds on the phone we were disconnected while I was on HOLD! I have given all of my info including my call back number, and was waiting I thought for a confirmation number and a total cost for the reservation. Called back 3 times and got no answer. It just rang. I waited a few minutes and called the hotel direct and was transferred back to the reservation desk. That call lasted 50 minutes and 51 seconds per my call log on my phone. I had to give all the info a 2nd time as if I had never called before. Then they only had the room available for the first 4 night and I had to make a second reservation for the 2nd 4 nights.

I attempted to check into one of their hotels at which time my card was charged but did not "show up" on the computer. Even after I provided the transaction number and receipt to the manager, he refused to correct the situation and told me to leave. I attempted to call corporate to get my money back at which time they told me they can't really help me beyond asking the hotel manager to contact my financial institution for a refund. Not a single offer to compensate me for having to purchase an additional hotel room because of the incident or having to cut my trip short because of the added expense of having to purchase another hotel room. I had to contact my institution on my own and file a dispute to get my money credited back. Worst experience I have ever had with a hotel branch. It was blatantly obvious the corporation does NOT stand behind their name. Do not deal with them if you like your money. BEWARE!!!!

This is an updated review. Choice Hotels heard my concerns and issues I had with their reward program and helped me out. I am grateful and my faith in the brand is restored. I will be booking with them in the near future and look forward to staying at their hotels this summer. A big thank you to Taylor and Cathy.

I do not travel a lot, but had almost a free night's stay. My husband and I were going to take another trip and went to go check our points only to find out it said we had zero. Wrote customer service on May 2nd and they wrote back saying that our points expired May 1st. If I would have booked my room one day before I would have still had my points? They would not reinstate my points. They never sent a notice saying they were changing their policy and I’d lose my points if I didn’t stay with them before the time was up. They never informed me that as of this date I would no longer have points. Called customer service and still the same story. If you are an average person like myself, but yet want to stay loyal to one hotel chain, do yourself the favor of booking with Holiday Inns or any other chain of hotel that has a loyalty program where your dollars spent/points earned will not expire.

I requested a non smoking room. When entered the room it reeked of cigarettes, I asked the manager and his response was "that's all we have". As I went back I noticed cigarette burns on bed covering and went back to him and his response was "well, that's what you get when you get a smoking room" with absolutely no help and extremely rude. Upon going back to the disgusting room I saw molds on walls, dead and alive bugs on walls and floor, disgusting amount of dust in the air unit, paint patches and we decided with these condition there probably will be bed bugs and we slept sitting up on the floor. THE MOST DISGUSTING experience I have ever had. CHOICE HOTEL SHAME ON YOU for allowing your guests to stay at such a revolting and health hazard room.

Called Choice - we are Privilege members. Hard to understand w/ her accent. Poor reception. So hard to communicate. She booked our non-refundable w/out us being able to request a 'quiet' room. VERY FRUSTRATING EXPERIENCE.

Tried for a week to get a hold of the Hotel. Was charged for a night no show. Customer Service didn't have any power to make me happy. They could not get a hold of the hotel either. They were so mean and kept hanging up on me. I tried to contact my credit card with is also Choice and they said I needed to work it out with the hotel, that doesn't answer their phone. Their resolution was for me to go directly to the Hotel iN MY ANGERED STate. That is not a good plan!

One year ago we had reservations for the Rodeway Inn in Kingsland, GA. It had a 3 star rating on reviews and was a Choice Hotel, so I figured it would be safe, and booked it. When we got there we found out how wrong we were. Transients hanging out in the parking lot and hallways and obviously living there, roof blown off and not repaired, rooms horrible, old furniture, dirty bedding. Cans full of cigarette butts on the walkway outside our room, another can with the word "thanks" on it used for begging. We felt totally unsafe, and figured our car wouldn't be safe either, and asked immediately for a refund. We didn't get it but still left and stayed somewhere else, it was that bad.

On 04/27 I booked online a stay at one of your properties in Lafayette, LA for checking in that day and leaving out on the next day. As I was in route to the property I received a phone call from a Sheranda informing me that she needed to cancel my reservation because she had a walk-in customer there and needed to give the room I had booked to the walk in customer because they were actually on the property and I wasn’t. She offered to find me a hotel elsewhere, but I declined because I was told this particular hotel was the one I needed to stay at. Then the one she offered to send me too was already sold out as well. So I didn’t understand how she was going to get me a room there when they were sold out already. While I appreciated the effort for the accommodation that should have been offered to the walk-in customer to find a room vs me since I already had guaranteed my stay by booking online.

BEWARE...especially is you have ADA accommodations. I checked in for my reservation and as I have already had an issue with a manager and my ADA dog, I brought it to the desk clerks attention. I was asked a number of illegal and specifically banned questions. I informed the desk clerk what he was doing was illegal, and instead offered the correct questions (with answers) as well as the ADA service dog website.

I stayed at this hotel on April 10th for 1 night. They checked me into an upgraded room. After settling in, I went to take a shower and noticed the water didn't get hot. I immediately brought it to front desk attention and ask for a credit to my bill. The hotel refused and offered me reward points. So I called guest services and filed a complaint. Guest services said that I was in fact eligible for a discount and informed to reach out to then if the hotel refuses to offer me a discount. At this time I was still not offered the discount and a supervisor hung the phone up on me just because I asked her her name and agent ID.

Very bad customer service. Didn't notify me about expiring points, and just forfeited all my points. I received email showing I have over 20k points, but saw 0 point when I accessed my account. Customer service refused to put back points even they knew it was their fault.

I made 2 reservations on Choice Hotels website using their Miles+Cash option. I was not certain at the time of booking if the locations I chose would be close enough to the event or if the event would even be confirmed. So I was extremely cautious about booking a refundable and flexible option. I am a 10+ year Elite member and have booked many paid nights and redeemed plenty of reward nights over my years.

I stayed at a Quality Inn for 2 nights while traveling for work just to receive the points but I did not get any points because I booked it through my works Concur site. I had done this before and got points. I would not have a problem with them not giving me points if they would have just let me know in advance the stay would not count. Also, I got their credit card to receive 15 points for each dollar spent which I did not receive instead I got double points. When I called they said at least I got some points. Zero customer service! Back to being a loyal Bonvoy customer. I never should have tried Choice.

Updated on 5/10/2019: Booked a reservation for January, which couldn't be found when I contacted them to confirm details. As such I booked a different property for the same night. I was billed for both nights. Took me 6 weeks finally get Choice to investigate and confirm I am eligible for a refund based on the agent not finding my original reservation. Followed up 4 weeks later and found out the refund was not processed as they claim that I refused the refund. Why would I refuse a refund of my money. I did however, decline the 1000 points compensation offer. They once again said they would investigate my conversation with their supervisor to better understand why my refund was not processed originally. This would take 7-10 business days and they would be in touch. We are now 17 days since our last communication. Still no reply to confirm why my refund was not processed. And they have become unresponsive to my emails.

Choice Hotels yes??? You only have one choice NO NO NO. If you care about service all the way from booking to service, this is not the company to use. I made the big mistake to book a hotel thru this company, and the fact that I had to paid in advance should have give me a clue. Never before I was ask to pay for my stay before I actually did. And in my case I was unable to proceed with my plans due to medical circumstances. I contacted the company and explain to them my predicament, hoping I was able to do a cancelation or at the very least, be able to change my reservation for another time. To my surprise they did not care at all. They did not even tried to be helpful about it, so OK I lost my money for one night but they lost a recurrent customer and I hope they will lost a lot more customer after they read my post. In other words CHOICE HOTELS is not the real CHOICE.

Regarding the Comfort Inn and Suites in Salem, Oregon: Room cleanliness was adequate, but the suite was poorly laid out - two queen beds, but due to a small room meant for one, one bed was pushed against the outer wall, meaning against the window and the air conditioner/heater controls - an awkward arrangement. "Breakfast" was free and worth every penny; cold eggs, cold and tasteless bacon, cereal, do-it-yourself waffle iron, poor coffee. The hotel I give two stars.

I've been a Choice Rewards member for 5 years and I don't know what issues that the website is having lately but it's starting to really piss me off. I go online to book my room using my points and or cash and you guys always take the money off my card but give me no points and no reservation and then tell me that I need to wait 3 to 5 business days to get the money that you took off my card back. This is unacceptable. When I ask who do I need to speak to to get my money back immediately the representative tells me I need to go to www.com and chat with a representative which is a totally false website and I'm unable to chat with anyone. Then until they could only give me a thousand points as a courtesy. Or call back in the morning to speak to a supervisor cuz they're not available at night. Now taking mine I've spent thousands with Choice Hotel but I'm really thinking about taking my money and going to Hilton.

Most of the hotels with Choice Privileges are not up to par. They are outdated. Some of the Quality Inns are filthy and nasty. The managers are very rude. Some of the Econo Lodges are owned and managed by miserable, money hungry, disrespectful beings. A lot of these places are over-dated. When you call Choice Privileges to book your rooms, they mess up your bookings to the point where you can't get the qualifying spring bonus points. They do that purposely. Choice Privileges is nothing but a scam. Some of these hotels are not worth using your points on for a free stay. Some hotels are filled with mold, mildew, ants, spiders, dirty bathrooms, dirty sheets and pantry breakfast. Not to mention the maids who don't really clean. Also they need to refund me my points that I have been calling about for 3 days straight.

I made a call to Choice about a booking that I made using points. Upon checking in the clerk said that yes it's a free stay but the computer wasn't letting me check in. Choice said they found the problem and was calling the hotel with a new reservation and never did. I need this resolved ASAP.

General manager was allowed to charge my card for damages that was done by their own staff. When called corporate for help I got hung up on and issue was not handled. Instead it was permitted. The general manager was not authorized to debit card and she did twice. She refused to speak to me or my husband about charges and did not provide me with proper paperwork or explanation of charges before taking funds from my card that was only authorized for pre authorization only!!

Choice Hotels Tallahassee. I typically stay at Hilton hotels but based upon location and being pet friendly we decided to give comfort suites a try. From check in to our room to the pool it was a disappointment or not as expected. The desk clerk was busy texting when I arrived and seemed inconvenienced by the interruption. When we were unloading our cars several guests were smoking illegal substances. This is not something we should be subjected to. Our children were excited to play in the pool after a long dive and it was very cold although you advertise it as heated.

I originally booked a room and got a confirmation number and the app wouldn't let me use cash/points and when I tried not only did the company run my card 14 times they created a fraud alert on my card and put my account on hold and they also ran my other credit card. The Choice app will not let you book with points/plus cash. Only one rep tried to help me but nothing got fixed and they canceled my room which was for my bday weekend and I still haven't used my points and my card has pending charges from this CRAP... don't bother downloading and booking extra nights because you won't get your free room.

My experience with this company was pure fraudulent. I went online to book a room for June 9th, 2019. After filling out the form, I was asked to join their information group, and I did. I finalized the booking, and the date they had me down for was 3/29/2019 the night I called for the booking. I contacted them to correct their mistake and was told they can give me the date I asked for but would not refund me for the date they claimed I booked. I used my Amazon Visa to pay for my requested booking and contacted them to stop payment. They said since I booked online instead of a phone call, they could not stop payment. So first I will be dropping the Amazon card. I have reported my complaint to the BBB. I wish I could contact others with this type of problem to maybe file a class action suit against them. They are getting free money for no service. The worst thing of all is that they sent me an email asking how I enjoyed my stay.

I booked two separate stays. I only booked with Choice because of the promotion stay 2 nights get one free. I booked two separate days so they couldn’t deny my free night. Now they are saying since the stays were not days apart and I stayed two nights that I cannot get my free night. Why not say stay two separate nights 24 hours apart. You take my money then tell me that my 2 separate nights do not count? This was my first time trying to use you guys because of the promotion but it does not work. You guys will find a way to not hold your end of the deal. I’ve been on the customer service line that you outsource out the country and nobody is able to help me. They just keep transferring me. I’ve been on hold for over an hour! This is not right.

We booked the Clarion Inn in Strasburg Pa for one night. It has been ten years or more since we stayed here, due to my husband’s stroke. We checked in and had to leave shortly after to attend a quilt show, and go to our dinner reservation. We returned to the room after dinner and had time to look around. Oh, my. The chain lock was hanging after being ripped out of the molding. There was fecal matter on the toilet seat and underneath, which I cleaned. There were piles of dead bugs (ants?) along the bathroom baseboards. There were dark hairs on the pillowcase. The walls and baseboards are peeling and chipped. The bathroom wallpaper is hanging where it’s been peeled off. Need I say more? The Strasburg Inn was always a well run, beautiful hotel. How can Choice Hotels call this one of their brands? Disgusting, unhealthy, unpleasant.

Reserved a room for 1 night 2/6 to 2/7 2019. Credit card was charged for not only the one night stay, but again two days later for double the amount. Customer service ran me around in circles about this, still no resolution. Have disputed charge with my credit card company. Today I am sending letters to the Fla Attorney General regarding this credit card fraud and elder abuse.

The hotel was unhygienic, filthy, and infested. We couldn't stay one night and cancelled immediately. The hotel and Choice Hotels haven't agreed to refund anything. The customer service didn't do anything other than say they couldn't reach the owner of the hotel. I plan to continue advising the public to avoid this business at all costs until they make amends. Confirmation # **. You have been warned.

Horrible customer services, then they tell you to speak with the customer relation department. They couldn't help me either! My reservation is for April 18 to April 19 but needs to be changed from April 19 to April 20 dut to Good Friday. My job is not letting me off they refuse to change the day the date. I was told they can't make changes.

I travel on business frequently and Choice brand was one of my alternative hotels. In December, I made redemption with my reward points for a few donation cards for the Red Cross. The cards never arrived. I sent three emails in last two months to the member service department, other than receiving emails acknowledging receipt of my inquiries, nobody from Choice has told me what happened to my redemption. With this sort of "member service", I have to put Choice to the end of the list of hotels I'll choose in the future.

I have stayed, over the years, at any number of Choice Hotels. However, no more. I find their ad, "Just say badda book, badda boom" (sic) to be incredibly annoying, just plain stupid and nonsensical. The actor has a smirky, self satisfied look which only serves to underline his pointless message. I fail to understand what the advertising company that came up with this "Slogan" expected the public response to it to be. I realize it seems like a bit of overkill, but I find that when I discuss this with my friends, they agree with me.

I used to use Choice Hotels frequently due to their pricing and promotions. I have started using them again and have strong concerns about both this time. I am staying frequently at Choice Hotels and accruing points. The issue is that when I try to book a hotel using points the price for the exact same room is greatly inflated. As an example I have been staying in a Suburban Hotel that is very dated and basic, but the price reflects that so that is fine. It is always about $70 a night and has been for 3 weeks now. If I select a room using best price, around $70. If I choose reward points the price jumps to well over $100, sometimes as much as $142 a night or 25,000 points.

I have been a Choice Hotels Elite member for many years. I travel a good deal each year and I stay in Choice Hotels 99% of the time. I basically stay in the same Hotel over and over unless they are booked and then I still try to find another Choice Hotel in the area. I like to leave reviews for the places I stay and the ones I have left have almost always been positive. If there were issues I mentioned them. If I have a problem at one of the places I take it up with management.

As someone who has been in the travel and tourism industry for more than 25 years, I can tell you that it does not matter if you are a first time customer or a Choice Privileges member longstanding. They care not. They will treat you the way they treat everyone...poorly. We steer all of our groups (100 or more a year) away from Choice properties now. Our clients are happier and we have a much better chance of resolution with other hotel chains when there is an issue.

I booked four hotel stays for my husband for a total of 40 days. Halfway through, I discovered that the hotel was not finding his reservation and rebooking him and I was being charged for no-shows. I did not know Choice Hotels was considered a third party booker. Spoke with a Choice Hotels customer service person today for whom English was not her first language and got nowhere. I asked to speak to her manager and was told to call back in 2.5 hours. I called the hotel and the teenager there also did not have a clue. It also appears that the new rate charged directly by the hotel is less than that charged by Choice Hotels. I presently see no advantage in using Choice Hotels.

I’ve always had problems with this group and usually bypass them completely and just deal with the hotel directly. They are slow, confused, English is definitely their second or third language, and they use poor headsets which result in frequent mistakes. Thank goodness I checked the reservation I made this morning. The agent had me booked in March, not May like I requested. In total, it took 30 minutes for the agent to figure this one out and rebook and of course I ended up paying more. At least I was not a no show the day after tomorrow when they had booked me.

My wife and I stayed at two different Choice Hotels back in Nov of 2018. The first hotel in Clinton Ms had a filthy pool and hot tub and a nonworking TV in our room. We also forgot our 2 extra pillows we brought from home and the hotel promised to send them to us. After repeated calls to the hotel we still never received our pillows. We then went Went to Avondale LA and stayed at another Choice hotel where our debit card was compromised and my checking account drained and sent into overdraft. I called Choice corporate to complain and report what happened and he received a case number. We never got a callback or offered any type of compensation. Chase Bank took care of the money thru fraud protection but Choice has been completely silent about this serious crime. We will never ever use Choice hotel again...

Choice Hotels keeps sending me emails saying that I have points I can use for a free stay. The email has an Account link, a number of some sort at the top (account number I assume) and says how many nights I have already stayed with them. Only problem is that none of the combinations of email address, account number(?) or passwords allow me to log in, register, or recover my password on website, even after clicking the link THAT THEY SENT ME! Geez, my bank doesn't require this much info to log in. So thanks Choice Hotels for reminding me I've earned a free night I can't use and wasting 20 minutes of my time (30 if you count this review).

I have been a loyal choice customer for decades (with multiple youth sports teams and business travel). Recently I booked a room at Comfort Suites, College Station TX. It is for parent's weekend coming up in April and since that is a high volume weekend the rates are double the normal rate (another complaint for another day). I booked online and somehow booked two rooms by accident (not sure how - the website was acting very glitchy). I had booked using the combo of points and cash to bring the rate back down to a normal rate, but booked so that I could cancel if needed (hotel has free cancellation up to 48 hours prior the stay).

I have qualified for the top tiers for frequent stay programs at all major programs, and have used the match program with lesser hotels. I find gaining elite tier status helpful, in obtaining late checkouts, free breakfast, lunch, parking etc.

Warning to guests of Econo Lodge in Manchester, Vermont. This hotel is not to be trusted. I stayed at this hotel from 1/23 to 1/27 in January 2019 and the hotel charged my credit card for the entire stay two times in the same exact amounts on two separate days. They refuse to credit my charge card for the 2nd duplicate charge. Choice Hotels also told me they could not do anything because the hotel was not owned by them. Be forewarned that this was clearly not by accident and now requires wasted time and energy submitting claims to my credit card company, Vermont Attorney General, Vermont Better Business Bureau, and Vermont Small Claims Court. THIS HOTEL SHOULD NOT BE TRUSTED WITH YOUR CREDIT CARD.

The only thing that bothers me is that once I make and reserved my room, I get charges added to my bill after I check out. A minimal charge for occupancy from 2.35 to 3.00 dollars. Don't know why the charge when I check out.

I'm currently at the Sleep Inn in Springfield, Mo at 233 El Camino Alto St. The front desk clerk had no interest in checking my ID or confirmation at check in. He wasn't very personable or customer service oriented. The room is cute but dingy...thick dust all over wall pictures and various areas of room. Bathroom door is gross and needs to be wiped down. Not sure what's on it. Hair inside beds when pulled back comforter. Gap in door is ridiculous and looks like the door's been kicked in or never fit correctly. Pretty rowdy crowd in the other two rooms so I don't know how interesting the night will become, but I'm not happy. Feels like I'm at a Motel 8.

I spent about an hour trying to reserve a room in preparation of my son coming home from deployment. However, booking a room with bonus points plus cash is impossible... DO NOT BELIEVE the message that pops up saying there was an error with the card and the information on file. I tried several times with two different cards. Same message. I now have 10 withdraws from my account. TEN!!! HOW is this when there was an error and the website would not allow me to use the points plus cash... This is a scam people. BEWARE... NOW I am out 8,000 points and $150. which was suppose to cost me 6,00 points + $15. I am reporting this company as soon a day breaks. I need contact information to someone from the top of this company. NOW!!!

I called now 2 times today trying to get my account straightened out. I am a Diamond member and never have had a lot of problems with Choice privileges until today. I called again after the previous 2 phone calls in regards to charges for Choice points that I made a little bit ago. My bank account has been off so I printed my bank statements to come to find out that I had several charges for points totaling $49.50. When I called they told me no one there handles that and I would have to deal with some website that takes 24 hours.

Never heard of being declined for staying at hotel that’s too close to my home!! REALLY!! Just wanted a quiet weekend getaway from the kids with the hubby just to receive a call saying we stay too close!! What if there was condition where I needed to just be in a safe place close to my job? Pipes burst, furnace went out, even an abusive relationship. I mean come on. This is just ludicrous!! Rules or not sounds like discrimination!! I will be filing a formal complaint!! Must do better!! Why do I have to live 14 miles from hotel to stay at your faculty? That sound really dumb!!!

Even though I had stayed in Choice Hotels for over the past 15 years, I have been a Choice Hotel member for almost 5 years. For the past 2+ years I have been ill and haven't been able to travel. Because I didn't use my earned points or stay in a hotel, they cancelled my points. I've been told that there is nothing that they can do. I understand that there are rules. However, we are human beings with life circumstances and exceptions can be made. They advertise about making memories. Well, this is one memory that I will never forget with Choice Hotels. I will also let others know of this heartless experience I have had with them.

I have been dealing with Choice hotel chain for 6 months with this problem and after today talking with them I will never stay at one of their hotel brands again. It started in summer of 2018 and I purposely stayed at a Choice for several night so I could take advantage of their gift card deals where you could get them for less points. I have sent so many emails to them and then started calling them to find out why I wasn’t getting my card.

I am an Elite member and livid! Last night I went on MyChoice app to purchase the deal of 6000 points for $46.20 to book a room for today (Sunday). I entered all of my information correctly but got an error message stating that there was something with my card info so I tried again and again and again and again. Finally I stopped trying. This morning I checked my bank account and I have 6 pending charges of $46.20 on my Wells Fargo Account! I called Choice Customer Service and they said they cant see anything on their side showing that I tried to purchase points and that they couldn't help me! So now, I have a total of $270.00 pending out of my account for points I did not receive! I only wanted one order of points and now I have none, and no money until these charged are reversed!

Went online to make reservations at the Quality Inn Downtown Portland, OR. Great non-refundable rate of $88.00. I put the dates in and my wife confirmed them. When it was all said and done, paid for, it was for March instead of February. So I called Choice Hotels and they said since it was a nonrefundable reservation and there was nothing they could do unless I want to upcharge to $130 the first night and $170 the 2nd night. WT-Fudge??? They even sent me to their so-called customer care and they called the hotel in Portland itself asking if they could flip the dates. The assistant manager said NO!

We had a horrible night stay at the Oakville Ontario location. Freezing cold room. We actually woke up to snow inside the window ledge! No wifi! Dirty pool. In the morning I was going to make coffee but the inside of the coffee maker was covered in filth!!! It was so gross. I have pictures but don’t see how I can post them here. One of their 2 elevators were broken with the good one getting stuck on the 8th floor. There are so many hotels in this area. I recommend picking a different one!

This is the second time I have ran into issue with the Choice rewards point website and it has caused me and my fiancé so much grief that I am honestly fed up with how their points system is ran and continues to have technical issues. I tried to buy points on your system with it saying it didn’t go thru, I tried multiple times thinking it might have been human error with card numbers and such and then come to find 4 pending transactions on my account totaling $250 when no transaction actually went thru and now I am suppose to wait days until my funds for something that never went thru because of their website issues is unfair.

I have been a loyal Choice Hotels member since 2006. Today this has been the worst experience I have ever dealt with. I booked a room online 2 months in advance. My bill for the room was $157. When I got to the hotel at Rodeway Inn they charged me $300. When I showed Rodeway Inn my reservation and how much I should be charged they told me it was not my problem it was Choice Hotels' problem. Call Choice Hotels. They figured out there was a problem. They even called Rodeway Inn and they said they are not going to give me my money back. It was Choice’s problem. We had no other place to go at that time so we had to stay and check in and when we got to our room it was nasty. Sheets not cleaned. We called the front desk. They sent in a maid and all they did is try to scrape it off with their hands. We had to ask the maid, “Can we please just get new sheets” and it was like a problem to give us new sheets.

I've been a loyal customer of Choice Hotels since 2008. I've probably stayed at hotels 14-20 nights per year with my family. Unfortunately, I make reservations months in advance and pay at that time. The hotel in which I made a reservation, was affected by a hurricane. Choice Hotels called leaving a message that I would have to cancel. Upon returning their phone call, I was given the runaround for almost 2 hours just for them to reassure me that by the time of my visit everything would be fine and they were unsure of who that contacted me. Well fast forward to the day of check-in. I was told that they have no record of or access to my reservation, so I would have to pay again. And I was instructed to call Choice Hotels for a refund.

Redeem points is a hassle! Would be better if you can go to the hotel and take care of everything! I don't see why I can't use my points and pay the difference cash! Stupid system! Very upset and I don't care about points no more!

I saw a Choice brand hotel I wanted to stay in and called for a reservation. The price was 119$. Priceline had the same room and hotel for 71$. I spoke with a rep from Choice regarding this (Janet). She told me to make the Priceline reservation as they could not beat or match the price and I would be given a 50$ payment because they could not beat the price. I was transferred to Edwin in member services to facilitate the reimbursement. He said he can’t do it. Transferred me to his supervisor who just hung up after being on hold for 25 minutes. Avoid this as it is a total scam.

There was a promotion to stay two night then earn a $50 dollar gift card. Choice Hotels didn't honor their promotion. After several month calls and emails they just give you some points which is useless. The customer service is bad. They just didn't reply your email sending to them.

My husband and I live in Conway, SC and our chime was flooded by Florence. We have been living in our motorhome beside the house while the house is being put back together. Our motorhome toilet has now broken and we are living with a horrible odor, the repairman won't be able to come until Tuesday to hopefully fix the problem. We called the Comfort Inn at the University to book a room for several nights as we need to be close to home to work with the contractor for replacement paint, flooring, etc and wanted to be close by. We were informed by this hotel that they do not accept reservations from people living in Conway, SC. We were stunned. Hurt upon hurt. No home, broken toilet in motorhome, and obviously living in Conway, SC is detrimental to your hotel. This is wrong and I would strongly suggest avoiding this hotel. Who knows, your state might be next.

Upon check-in, the hotel staff was very nice and professional. Even went through a great deal of effort to be accommodating when the amenities malfunctioned and we began to smell smoke at the "smoke free" hotel brand. We were moved to another room, but then the cable didn't work, the microwave went out and so did the refrigerator. We were given a free night stay for our troubles, and extended our stay. The breakfast was good and the person in charge was kind and professional.

I made a room reservation on November 8th 2018 for my husband to go spend the night when he got back in town. He went to check in but he couldn't because he doesn't have his bank card with him. So I called the Econo Lodge (715 W North Temple Salt Lake City, Utah) to pay it & the hotel couldn't do it too. They want me to show up with the card in person or call CHOICE HOTEL to *PRE-PAID" directly the room & because I'm a hour and a half away from Salt Lake. So I called the CHOICE HOTEL to prepay the rooms. An agent put me on hold for 20 minutes while doing it. Came back & said, "It's done." When I called the hotel back, they couldn't find any "prepayment" on the reservation. It was 4 hours & 10 Service Agents total spending on the phone with Choice them but NOBODY can do something to help us.

Made a road trip to Las Vegas... Stayed exclusively at Choice brand hotels at El Paso, Phoenix, Gallup NM, Lubbock Tx. Out of all these hotels the one at Lubbock was the best. Seemed like a new property, clean and a good breakfast. The other three weren’t that good... It seems that some of the other names under the Choice Hotels are of course franchises that are not “inspected” by Choice. The hotel in Gallup for instance needs to be closed, old, stank, AC didn’t work properly, etc.

I booked a hotel room from a Choice Hotel for December today. I was afforded an opportunity to consider an offer for a 4 day 3 night or 8 day 7 night trip in 17 different locations after I made my booking. There was a gift Mastercard offer for $150.00 as well for the amount of the trip which means I would literally only be paying $1.00 for this special offer. I needed to pay $149.0 today. After listening to the promotion I was asked to give her a credit card number. When I asked why she needed a credit card number since I had not agreed to the promotion, the Representative became irritated and rude.

I purchased a total of 6,000 + 1500 pts yesterday to book a room. Normally, when I purchase point the points are applied INSTANTLY! This time it did not happen so I was unable to book the room I needed. I called Customer Service. They gave me the runaround, told me my points would appear within 24 hours and I STILL haven't received my points. I called them back, they said they still could not do anything, and then told me it could take up to 48 hours! 48 hours is NOWHERE in the fine print of the contract. I have contacted my lawyer, recorded all conversations, and will file a suit. Choice is scamming loyal customers out of money and offering no refund. I am a Platinum Member and this is EXTREMELY unacceptable!

Points.com who processes points and payments through ChoiceHotels.com has in limbo 400.00 of my money. No points provided, it has been 2 weeks and no refunds, charges are in limbo pending and no one can return my money nor can anyone contact Points.com. Choice Hotels does not provide a resolution just a simple you must wait and see game. I see from others that this is a constant issue. Consumers purchase points to be advised their credit cards fail only to still have the money taken and no goods provided. And you cannot get the money back BECAUSE Points.com does not have a customer line just voice and no one calls you back. I'm out of 400.00 dollars and zero points. This company is a scam and is committing theft.

Updated on 10/25/2018: Although I have not finished resolving my previous complaint with Choice, I did want to return to give a separate general review that does not focus on the issue at hand. As a member with Choice, I can say it is my 1st preferred hotel chain, but in certain markets... Choice does not have properties in the immediate downtown/lively areas of a few large cities, which leaves me at times booking through a similar chain... which I can say at times does not always live up to the expectations, so I stick with Choice more often.

I called Choice Hotels customer service to modify our stay. We decided to travel further down the road that evening and was within time to cancel without penalty. Rebooking our stay at another hotel increased the price of our room to $172... Had I canceled and re-booked through the app, I would have been able to book the room for $127. They would not honor the price difference. I was then transferred to a sales rep for a special that was being promoted for Choice Ascend Hotels. After politely listening to the offer, I declined. I was harassed by the sales rep who put great pressure on me. I had to finally hang up on her.

I did contact Executive Guest Services and was very pleased with their response. They listened, objectively reviewed the evidence, acknowledged the error and refunded the associated reservation that was wasted. I'm still a Choice customer, although Comfort Suites Golden West on Evergreen Parkway is definitely no longer on my list of options.

My wife and I booked a five night stay. On the second day, I reported a man that was drunk and in the hot tub. He had lined up his beer cans around the rim of the tub. He almost fell twice trying to get out. After I reported it, I was called rude by the front-desk clerk. After this, one of the drunken man's buddies taunted me to come see him in an aggressive manner. I spoke with three members of the management. The first two did NOTHING. The last one, watched the video recording, confirmed everything that I had said. He apologized for my inconvenience.

So I used Choice Hotels for first time. Cheapest rates. The day of the reservation, I get a call from the hotel and they wanted to confirm that I was coming and then asked the 3 digits on my credit card. I knew they couldn't do anything with that without the card number so I gave it. Same day... Bank calls me. Over 13 fraudulent charges. Over $1400 worth. Had to cancel card and will now have to dispute charges. Got to hotel and told the clerk what had happened and she said, "You used Choice Hotels" didn't you? ". Another customer had the same thing happen that very same day. Bottom line. Run.

I made a reservation for my family for the wrong date. Being a Choice Privileges member I called the customer support number and told them what was happening and the young lady told me she would cancel the reservation and find a hotel with dates needed and cancel original with no penalty. No problem cancelling both but now it is 3 weeks later and I was still charged for original reservation.

Their manager cussed me out. They promised they would compensate w/points. The agent said she could offer "1000" points. I asked her, what can I use it for? She said: "It is worth about $100." I said: "Oh so I can apply it for $100 towards a hotel?" & she said: "Yes." Come to find out 1000 points is NOTHING. Tried to escalate to a manager, "Dora", she said: "the agent was right, it is worth $100, you spend about $100 to get to 1000 pts." Told her, "This is not how the info was presented." She said because I accepted, the case was closed. DO NOT ACCEPT ANYTHING UNTIL YOU VERIFY. The agents will lie, verify everything before you accept anything. THEY ARE CROOKS!!! Asked to speak to manager's manager and she refused.

They claim to price match lower cost websites but did not. I found lower price on Expedia and submitted a claim for the $50 they offer if a lower price is found but they said they could not find the lower price on Expedia. I paid $56.99 plus tax and Expedia is $54 plus tax. I know it is not much difference but they are the ones making the price match claim (if at least a dollar difference they will honor and provide a gift card). I sent their form in and supplied screenshots of the $54 rooms on Expedia. They said they could not find those rooms but they are available at that price and match the room I booked with them.

I reserved a room using Points Plus Cash and cancelled after noting that the cancellation was "FREE". Instead of refunding the $75 I paid, Choice refunded my account with points. I ended up re-booking at a more expensive Choice hotel ($150/night) and did not use points because it did not provide any benefit. I have come to notice that the points do not get you very far, so I do not want more points. All I want is my $75 refunded. My husband and I travel frequently, and I will not stay at Choice Hotels anymore nor will I recommend their hotels.

Well... I've been in contact with the customer service at Choice Hotels, for about 2 weeks. One thing that haven't changed is "Every time I CALL" I get a different response. So on September 23, 2018, I called choice hotel's customer service, and filed an internal investigation on one of their agents, because I signed up with their fall promo "Stay 2 Nights, Earn a Free Night", and I received false info from their agent, and of course all of their phone calls are recorded.

I seriously believe that The BUTTA BOOK BUTTA BOOM commercials might be one of the best advertising campaigns I have ever seen but the associated reward program is beyond bad. It is misleading and deceptive to the point I would use the term fraudulent. I could go on for pages about the difficulties I have had with this program and with the staff at the Customer Relations Office both in their understanding and their ability to resolve issues. Other reviews on this site detail the exact problems I have also had with this program but I will try and keep my complaints succinct and straightforward.

Stayed there for a week. Staff was great EXCEPT housekeeping! Poorly maintained rooms and stole items from luggage. I was there with a church group for 5 days. A few of us were missing items. My suggestion is to keep an Inventory of everything you packed and check your luggage on a daily basis. Management only says they will look into the matter. Doubt if they ever do. Take it upon yourself to make sure you are not violated as I was.

I’ve booked through Choice Privileges for 20 nights due to home renovations. I’ve purchased points through the website, the 1st 2 times I’ve purchased went through with no problem. Points automatically appeared on my account. The 2nd 2 times I never received my points which came to a total of $129.70. My funds have not been refunded. I purchased a total of 12000 points. They only gave me 1900 points as a 1 time courtesy which hasn’t helped me at all. Then also I tried using my points they awarded me along with the points I purchased was a total of 6000 plus $15. They have told me 2 different lies.

I had booked and paid for two rooms with Choice Hotels three months before my planned travel. The area I had planned on traveling to was struck by Hurricane Florence, and a few days later I received an email from Choice Hotels informing me that the hotel would not be operational by my expected visit date. They did not refund my payment. I contacted them on the phone and got the runaround from them as to how they could not answer about the refund as of yet, to give it a few days. It's a week later and I still have not been refunded and continue to get the runaround from this company. Their operations license should be revoked, they are nothing but crooks!

0 rating if we could. We book hotel rooms 4 days a week. My husband and I have spent 2 days on the phone with Choice Hotels customer relations. We booked a hotel last month for a trip we are leaving for in 9 days. The hotel manager called us to cancel our reservation due to an overbooking glitch. I believe we have spoken to 7 employees, 4 hours reiterating the situation (even with a case #), still no resolution. Honestly, we should be getting paid for all the English lessons we've provided! Does anyone speak AMERICAN PLEASE! So disappointing.

Our matter was resolved. Company got back to me quickly. We were given credit in choice points to use on our next booking with any choice hotel stay. We resolved our complaint also against Hotel Rates.com with whom we used online to book our room. Very satisfied.

I am having work done in my house, so I planned to stay at Quality Inn in East Haven Ct for 4 nights, I obtained a rate of $360 plus change for four nights. The people working on my house then said I might be able to go back to my house, so I only booked 2 nights. I am sitting in my Quality Inn room as I type this, I called the front desk to extend my stay, because as of now I can go back home Sunday AM, they want a higher rate now, so I called the 800 number and they also wanted a higher rate for the room I'm already in. I can't believe they would rather have me check out than give me the rate I already had. They said, "Sorry have a good night." I'm sorry too. I will never stay in a Choice Hotel again!!! I too was a long time user of Choice Hotels, not anymore! And that free night using points, never happened, what a farce.

1st of all it started off on the wrong foot by being charged $4 more than my email confirmation stated. That should have been enough warning. Then within the 2 hours I was in the room I found someone else shorts behind the bathroom door and long hairs all on the shower walls. Which tells me the room wasn't cleaned properly, even if at all.

I specifically stayed with Choice Hotels during business in the past year to take advantage of a rewards promotion that promised enough points for a $50 gift card with just a few nights. I accrued the points without problem, but never received a gift card. Initially I was told to wait 4-6 weeks. Then I was told it wasn't their problem. There's no tracking number, and I haven't received any mail from them. It's unclear if they actually dispatch rewards, and considering they doubled the point requirements for gift cards recently it seems likely they weren't happy with how many people sought redemptions and fudged the whole thing, knowing that they were technically not liable for things "lost in the mail". They won't restore the points or cancel the gift card and aren't particularly gracious about any of this. Stick with another hotel chain.

An absolutely atrocious hotel, avoid at all costs. My wife and I were traveling from Chicago to NE Tennessee with our infant. We checked into the hotel room, started emptying luggage and went for dinner. Came back, wife went to use the bathroom. The toilet still had a previous poop, I felt like we were in a 3rd world country and it was smeared all over the toilet bowl. Plus there was dog or cat food on the floor which we noticed when we were packing up the first room.

Choice Hotels- Guaranteed lowest price -I don't think so! I made a reservation in April for 2 rooms for 5 nights at the Carmel Oaks a Clarion Hotel which is part of Choice Hotels. I received a reservation confirmation that stated I could cancel any time prior to 9/8/18. On Sept 4th I cancelled one of the rooms and received an updated confirmation. The new confirmation was for the remaining room with an increase of over $400.00 for the 5 days.

I cannot give a 0, or else I would. They give offers of stay nights get one free. When it's off points system. You get 6,000 points to use on a stay which you cannot book free a free stay anywhere with those little of points. Lowest points to book is 25,000. Of course this was not told to me when I booked stays for this promotion. I spent from 10 am to 3 pm on phone to them today. Talked to over 24 different people with them finally tired of me and told me to just to call actual hotels and complain. Do not support any Choice Hotels.

I made a reservation at their Quality Inn in Champaign, IL with 6,000 points & $15 dollars. Next day I canceled it & made another one for the next day instead, same thing, 6,000 points $15 dollars. Ended up canceling it too. When I checked my bank account I noticed they had not refunded any of the money. So I called them to ask why. They said, "We give it back in points instead." I said, "But you haven't. I don't have any more points now than I did before." I first made either one of the reservations. They argued with me about it. I told them, "I know how many points I had, & they are still the same I'm telling you."

I was lied to on the phone and when I called back and emailed got hung up on once and ignored by email. Extremely unhelpful. After waiting 30 min hold again. Never deal with them. They are useless and a major waste of your time.

While booking a room online I was charged 3 times for the same room. After calling customer service I was told not to worry I won't be charged. Well lo and behold I was charged, some days after no refund I call customer service again and after having being transferred from agent to agent back to the same department I had to ask for a manager whom finds my extra charges AT LAST!!! So after 30 minutes the first call and 2 hours the second time I still gotta wait 3-5 days for my money to be returned (almost 2 weeks total). So I'm booking elsewhere now on out. Oh they got their points back ASAP. Wish I had my money ASAP. Nice job Choice.

We have been customers for over 10 years. We book rooms all over the Southeast and have at least 3-4 rooms a week. We have spent way over 6 figures with this company. Someone hacked into our account online and booked 5 rooms at the Clarion Inn in Atlanta. They never showed up. we lost 240,000 points because of this. We never book online - always call to make reservations. Choice will not give our points back to us, even though we did not book this. We spoke to probably 5 different people (after holding on the phone for over an hour) and they would not budge. Guess what??? Choice has lost us as a customer after all these years. They are rude and do not care about their guests.

After over four years of their so-called rewards plan I have yet to get a single free night or any alleged benefits. In addition in my latest stay the hotel lied about amenities and refused to accept my points. Their room had bugs, blood stains on sheets, no Internet service as advertised and the place was shabby, yet they charged top dollar. Several written complaints to corporate HQ were responded to with lies about an alleged investigation that apparently never occurred as to this date, over a month later, I have yet to get a reply. I will never patronize one of their hotels again.

Company messaged me very promptly and made it clear that I actually agreed to non-refundable rate. Acknowledging my fault, company deserves better than 1/5. Upgraded to 4/5.

I travel quite a bit on business and a Choice reward privilege member. I have read some of the bad reviews but my experience has been quite the opposite. All of the ones I have stayed in have been clean and the hotel staff has been friendly. I have had a couple of issues but were corrected quickly. The breakfast is okay, I usually just have fruit and yogurt but they offer eggs, bacon, ham, or sausage, biscuits and gravy, waffles, toast, cereal, juice, and coffee. It is free so why would anyone complain about it. The reward program is great. I receive free nights, gift cards, and extras through the rewards program. You also get room discounts through AAA, AARP, and some others. All in all a pretty sweet deal.

I made a reservation through Choice Hotels. I then had to cancel, which I did. I received a text less than 18 hours before my check in time to remind me of my reservation. I had canceled it a month earlier. I went online which was useless. I called the customer service line and was spoken to in such a condescending manner, put on hold several times, disconnected on their end while being on hold. In the end I was on with Choice for nearly two hours. The customer service agents did not listen, interrupted me, basically told me I would have to paid the nearly 800 bucks for the several days of room that I had cancelled well before the cut off to cancel without penalty. I was lied to by one guy, given totally wrong information by a couple of others then lied to again by another women. Everyone said that there was nothing that could be done since I paid in advance.

Choice Hotels sent me an email stating I would receive a $50 gift card for staying twice and the cost would be 8000 points. When I logged in I mistakenly applied for a $100 gift card and was sent a message that the transaction was invalid. I then applied for a $50 gift card. Choice then deducted 32000 points from my account. When I contacted Choice to rectify the matter the answer was basically, "Too bad." This is a company that is not friendly to even loyal customers. Beware.

Bathtub faucet didnt work. Staff that checked us in was rude. He talked to me and my wife like we were idiots because he didnt know how to program a door key properly. Way overpriced. Cost us 95.28 for 1 night, found dirty panties behind nightstand.

Rodeway Inn Beloit, Wisconsin - I made a reservation on the Choice Hotels website. The reservation was for July 13-15th. I arrived late on the evening of the 13th. It took over a half hour to check in. I was assigned to room 145. I went to that room, opened the door, and the bed had clearly been slept in. I went back to the front desk and advised that I would need a different room. I was told that they were sold out and did not have another room for me. At this point, another guest arrived at the front desk and held out his phone to show pictures of bed bugs that he found in his room. I said I wanted to be put up in another hotel and asked that they make the arrangements for me. I was told that "I'm new. I don't know how to do that and I don't have a manager's number to reach to ask them."

I made a reservation in April in Lawrence, Kansas for my son's wedding in July. I was diagnosed with cancer in June. I called the hotel and asked if I could change the reservation from Thursday-Wednesday to Friday-Sunday. They said I had to call the 888 reservations number. The first time I called I was on the phone 45 minutes and put on hold several times. They hung up on me at the 48 minute mark. I tried to call back and the representative told me "sorry no changes, you already paid for it!" I will never deal or stay with a Choice hotel again. I usually go through hotels.com and I made a huge mistake trying to get a better deal. Customer Service will win over price every day for me.

I made reservations on the Choice app, like I do almost every week. Received my confirmation number. We drive 4 hrs to the location. Which was supposed to be a birthday surprise for my daughter. Only to hear we didn't have a reservation. I gave the hotel my reservation number still couldn't find it. After 3 hours of trying to find out what happened. We had to leave and find a place to sleep for the night. I called choice the next day AGAIN to find out there was a mistake and those rooms wasn't supposed to be released. They returned my points that I used and offered my 32,000 compensation points.

In May 2018 This company's web software made reservations for me at a motel in Colorado Springs, Colorado without my confirmation. On another reservation the web software reserved me three rooms for the night. I was able to correct the second error but I did not have internet services so I did not know about the fraudulent reservation in Colorado Springs, CO until a few days after the reservation date. The motel (Roadway Inn) refused to refund their ill got money.

This is the first time I have used an online service for hotel reservations. I usually just contact the hotel directly. I called this company this morning for a reservation in Washington during The Lavender Festival. I told them where I wanted to stay and I had a pet. The hotel I mentioned is 'dog friendly'. The rather rude and diffident operator said there was no availability. I called the hotel directly and OF COURSE THEY HAD ROOMS. So I booked by myself. What a completely useless company. All the TV ads for this type of service and it is a complete scam.

If I could give 0 stars I would. I booked using Expedia and got notified of a $60 price cut. Expedia called the Choice Hotel to allow me to cancel and re-book in real time with them on the phone. Mike, the lead clerk in front desk, refused. He said he would allow the cancellation only if I re-booked a different day. He seemed untrustworthy especially when I asked how will I know you will actually comply since I have to book again before he would cancel. He goes, "I guess you will just have to trust me. Haha." Like I am going to trust him after talking like that to me.

Shoreline Inn Muskegon, Michigan. On top of the $740.00 for 3 nights (which is WAY overpriced for that area and that hotel) I paid an additional fee for waterfront reservations, (I don't mind paying extra for nicer things). We were invited to a wedding in Muskegon on Saturday and I wanted to ensure we would have a nice relaxing weekend.

A few years ago we rented a room at a Quality Inn near Indianapolis airport. When I sat down in chair in room, the bottom slid and a used condom fell out on the floor. When I went down to the front desk to complain, I saw why. The "help", (maid), was on the computer "for the customers" and the manager DID NOT CARE or do anything about my complaint. Their new slogan just begs to be added too, and made me think of our experience, so there it is. I'll never stay at any Choice Hotel ever again. I've seen cleaner old motels and Motel 6's.

Made a reservation through the Choice Hotels website for a Quality Inn in Brookfield, WI for King Bed, 3 weeks prior to a stay for a family reunion. Upon checking in we were given a standard room with a double bed in the pit of the hotel. The room had food on the night stand, black crud on the bathtub floor and brown stuff on the doors and dripping down a wall. Let the front desk know this was not the room we booked, they changed our room and then added 10$ per night to our stay. When I went to the front desk, again, they provided an adjustment of the 50$.

Choice hotels: What a terrible service! They cancel a motel booking and I can pay for it!! They don’t refund me, keep sending me to the hotel itself while I booked/done business with Choice hotels! They didn’t believe me when I said I didn’t get the refund! Even called my cc company to let them check. Nothing. And they kept telling me it was refunded. Also let me pay way more for the ‘new’ motel without even offer even a little bit of a compensation. They made me feel like a liar!! They steal your money and if you expect anything close to service, you can drop dead!

The corporate Choice Hotel staff is very well versed in how not to grant you the "free" night you've earned! In my opinion their promotions are an absolute joke. There's really no need to go into ALL the details because I could go on and on and it wouldn't change a thing. Just trust me from experience. If you ever get to actually use one of their promos, go the same day and buy a lottery ticket because you are on a one in a million streak!