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1.7 253 Reviews

Choice Hotels International Complaints Summary

43 Resolved
202 Unresolved
Our verdict: With Choice Hotels International's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Choice Hotels International reviews & complaints 253

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Choice Hotels International Mixed Experiences at Everyday Inn

As someone who values both affordability and quality in accommodation, my recent stay at Everyday Inn left me with mixed feelings. The rates were indeed budget-friendly, but the overall experience fell short of expectations. The cleanliness of the rooms was inconsistent, with some areas showing signs of neglect. While the staff was friendly, there were issues with room maintenance and amenities. It seems that improvements are needed to enhance the overall guest experience. If you prioritize cost-effectiveness over meticulous standards, Everyday Inn might suit your needs.

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Choice Hotels International Employee, Daniel Lauderdale, Comfort Inn, Jasper, Indiana

This guy is an amazing person! My family and I had a bad experience just down the road at a Days Inn, Jasper, Indiana. He was everything they were not. So caring, compassionate and helpful!

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Choice Hotels International Our stay at Quality Inn in Grand forks North Dakota August 19/20 2016

The desk staff was friendly and remembered our names the Housekeeping staff was outstanding. The breakfast staff kept everything at the ready. This hotel works to a higher standard and it shows.

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Is Choice Hotels International legit?

Our verdict: Complaints Board's thorough examination reveals Choice Hotels International as a legitimate entity with notable strengths. Despite a 17% resolution rate on customer complaints, which invites a closer look, Choice Hotels International stands out for its commitment to quality and security. Clients considering Choice Hotels International should delve into its customer service record to gauge compatibility with their expectations.

Choice Hotels International earns 91% level of Trustworthiness

Perfect Trust Endorsement: Choice Hotels International achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Choice Hotels International. The company provides a physical address, 24 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Choice Hotels International has received 7 positive reviews on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.

Choicehotels.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Choicehotels.com you are considering visiting, which is associated with Choice Hotels International, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

The domain associated with Choice Hotels International is registered with a high-end registrar, which can be an indicator of the company's commitment to maintaining a secure and reputable online presence.

Choice Hotels International website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • While Choice Hotels International has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 17% of 245 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • There was some difficulty in evaluating or examining the information or data present on the choicehotels.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • We conducted a search on social media and found several negative reviews related to Choice Hotels International. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
  1. Pros
    1. Wide hotel variety
    2. Loyalty rewards program
    3. Competitive room rates
    4. Extensive global presence
    5. Diverse brand portfolio
  1. Cons
    1. Inconsistent quality across brands
    2. Limited luxury offerings
    3. Intense competition from big chains
    4. Vulnerability to economic downturns
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Choice Hotels International I recently signed up as a Choice Hotels Member for

I recently signed up as a Choice Hotels Member for free and reserved 2 nights at 2 different Choice Hotels for a family vacation this summer. I just logged in to plan a trip to Panama City in a few days and realiaed I already earned enough points for 1 free night stay. I can't believe I already have a free night. That's incredible. I have never earned points so fast with any other site. They are awesome.

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Choice Hotels International Couldn't say it better--GREAT!

Another pleasant stay for us at this wonderful location! Staff very friendly & helpful upon checking in last eve. 07/08/15. And delicious fresh made cookies awaiting arrivals. Wow!
You'll find a nice, clean room to retire and upon waking in the morning an awesome breakfast! The kitchen cook, Rose does a super job of having things filled and in a presentable way that makes you want to challenge your tastebuds. Aroma of bacon greets you in the morning.
Traveling this way, make this a sure overnite stop. Lancaster County North Comfort Inn At Denver Pa is the one you want. Enjoy.

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Choice Hotels International Buying points

When buying points you will not get your points right away,you will find that out as soon as you buy the points, examples: let's say you only have only 2 thousand points and you need a hotel today,the hotels is 12,000 points you buy the 10,000points needed,that now gives you the12,000 points, well surprisingly its not going to show up at all, that's not good for the customer because the customer has to wait a day or 2 for the points to show up, that means after buying the points you will not be able to make a reservation that day, so now you have to pay for a hotel since you don't have enough points

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Choice Hotels International A win-win situation!

So... I do a ton of traveling across the USA, and obviously, I have stayed in several hotels. One of my favorite places to stay is Comfort Suites. This hotel is one of many hotels under "choice hotels" brand. The 1st time that I ever checked in, at the front desk of this hotel, I was made aware, by the front desk clerk about choice hotels rewards program. This program allows you to sign up for a FREE online account, make hotel reservations online, and earn points on your hotel stay. I signed up online, and immediately racked up 76,000 points in less than 1 year. Choice reward points can be redeemed on getting gift cards, transfered to airline flights, hotel/resort stays and more. To make a long story short, I decided to redeem my points for a New Year's vacation that I took in New Orleans. I booked my room online, about 3 months in advance of my vacation. I paid for my 4 day/3night stay WITH POINTS! Anyone can tell you how expensive hotels can be in New Orleans, especially in the French Quarter. I am so pleased with choosing to stay with Choice Hotels...

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Choice Hotels International FANTASTIC STAY GREAT MANAGER AND STAFF!

Well after giving the Rodeway inn Fife, WA a 1 star! I figure I would try them again since I am a OTR Trucker! I pulled into the Hardin, MT Rodeway Inn motel Thursday and spent 4 days here I was greeted very friendly and politely by the manager SAJ I had my pet with me and he put me in a very comfortable room carpeted as the last one was tiled! This bed was very comfortable then the BED ROCK MOTEL in Fife, WA that I stayed at! It had a clock and even a coffee machine in it as the BED ROCK didn't! It was cool if I wanted to have coffee for myself! The towels were as white as the sheets as the BED ROCK MOTEL in Fife, WA had stains on there towels and holes in there blankets ewww! But the staff here in Hardin, MT was eager to change them everyday if need be! One particular thing I liked was that it had a separate room for it's continental breakfast and it was very clean as SAJ was always busy cleaning up after us messy eaters lol! I will gladly stay here again and if I could give them a 10 star I would! This property inside and out sparkled and it is because of hard working non lazy people such as SAJ and the staff that make it a welcoming stay! Thank you SAJ and staff for making my stay very comfortable!

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Choice Hotels International This program is a scam and a nightmare

When I first read the promotion for Choice Rewards program I thought it looked like a fantastic deal and signed up. I got my Barclays credit card in the mail spent a few thousand dollars and got my *** reward points. Then the nightmare began.

I booked a room in Denver not too far from the airport. The prices for rooms were quite High and my *** points we're going to quickly disappear on my four night booking. Choice Rewards program offered *** points forup to 10 free nights by joining their program. Well as you can see, I have gone through my points for four nights instead of getting 10 nights as promised with the points I got only four nights with the points. That being said, if the room turns out to be a good experience that's still a pretty good deal. But that's not what happened.

I checked in to Quality Inn and Suites at 3300 North Ouray Street, in Aurora Colorado late on a Thursday night. October 14 2021. The first thing I noticed in the parking lot near to the lobby entrance, was a group of young men exchanging money and drugs and drinking alcohol and being rather loud. So I knew I was in for an experience from the moment I arrived. When I went into the lobby, there was nobody at the front desk. I yelled for help no response. I sat on the couch near the front desk and waited until somebody arrived. A woman walked in dressed in sweats and a t-shirt and asked me if I needed any help. She went behind the desk, found my reservation and gave me a key to a room on the fourth floor. As I was working my way to my room, I entered an elevator, it was filthy dirty, fresh spit all over the walls, and very very smelly. When I got to my room, the room was not in bad condition but it was musty old and not comfortable feeling. But, will do in a pinch. The bed looked clean and the linen in the bathrooms are clean so I just sucked it up and decided this is what I'm getting. C'est la ve

The next morning, I went down to the room to get my key updated because it was no longer working. There was a new crew there a couple of women looking very disheveled and not happy to be there. They accommodated my request and re-keyed my key card so it work again. I roamed around the kitchen area and found it too dirty and unkept to partake in the free breakfast. I noticed the front office attendant talking to a few guys, who looked as the disheveled as the front office Clerks, old sweatpants, tank top t-shirts funky rap hats and a huge pile of luggage, they were negotiating a cash deal for a room with the clerk. She noticed I was eavesdropping and move them off to a place where I could not hear or see them to the right of the front desk. I realized something really fishy was going on here. So I decided to start watching carefully what was happening from that point on.

I went back to my room and started to examine the condition a bit more carefully. I found several cockroaches lots of stains in the carpet and cleaning had not been done property. I took some notes.

The next day my keys were not working again. So I went to the front desk to get them re-keyed once again. And once again a new crew was there who looked like they were having a party instead of working a hotel desk. If I had to guess, with my experience in life, I would venture to say they were on crystal meth. I started to tell the attendant my key was not working and she made a motion for me to zip it with her finger to her mouth. She handed me a piece of paper and whispered write your room number down so nobody will know what room you're in. I did as she instructed, and she rekeyed my keys. She winked at me, and said "yeah we do it that way so nobody knows what room you're in get it?" I found this Behavior, very odd, and frankly scary. But went upon my business. I still have one more night to stay here. It should be interesting.

Since I've been here for 3 nights now, I have seen several drug deals transpire I've seen people coming and going from rooms and using them for things other than resting or normal Hotel activity. I have seen a woman sprawled out on the lounge couch in lobby completely drugged out of her mind ranting incoherently, This woman was clearly friends, with the staff at the front desk. I'd seen them interacting over the last couple of days with each other laughing carrying on etc. This hotel is quite large, has long hallways, several floors, I have witnessed, many doors left open propped with the lock mechanism or chairs in the middle of the night with no lights on in the room. I found that very disturbing. Reported to the front desk they didn't seem to care. Also, the hallways are littered with lots of garbage cans and loose trash. Some really nasty stuff as well. I must say, the experience has been highly unusual and I've never seen anything quite like this from a major Hotel chain. So in some ways, it's been an unforgettable experience that I will chalk up to a life story. I never have seen anything like this. Nevertheless, a nightmare for someone trying to get some rest, who is visiting a loved one in a hospital in Denver. I will gladly talk to any representative from choice hotel rewards program or Barclays Bank about the situation anytime. Unfortunately when I try to talk to them they hung up on me and left me hanging. Not cool and not professional.

And yes oh, now the good part. I did call hotels choice Rewards program and requested they move me to another hotel the first day I was here. The person on the phone told me to check out but there was no guarantee I would ever get my points back or they were going to cover my new hotel that I was going to move to. Another words too bad so sad for you mister. I am going to call Barclays bank and see if they have gotten similar stories to mine and see if they want to do something about this situation. I hope they have another points program in their credit card program and they just switch me over to a another credit card. I really want nothing to do with this Choice Rewards program. It is unacceptable. Please heed my warning, this program will not take any responsibility for anything when you talk to them about what's happening to you or what you're experiencing with their hotel recommendation and bookings. Buyer beware! Watch Vid Please... https://youtu.be/E6Hz-bg60Oo

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Choice Hotels International Monticello sleep inn

Stephen P. Joyce
President and Chief Executive Officer
Choice Hotels International
1 Choice Hotels Circle
Suite 400
Rockville, Maryland, ***

Dear Mr. Joyce,

I need to bring a matter to your attention which reflects poorly on your business, its policy, and the people that represent both you and your professional appearance to the public.

On Sunday April 3,2016 at approximately 5:15 p.m., I made a reservation on the choicehotels.com website at the Sleep Inn & Suites Monticello in Charlottesville, Virginia, so my daughter and I could attend the April 8 UVA Days on the Lawn Event. On your website it lists Sleep Inn as a member of your company and on the Suites Monticello website it has this logo

This leads me to believe that your company is affiliated and represents Sleep Inn. If this is not the case, then there is a serious problem which you need to be aware of because no one at Sleep Inn or your Customer Service Department or your Customer Relations Department could in any way help me resolve the issue I was faced with yesterday evening.

After I made my reservation for April 8, the website indicated the date as April 3. My credit card had already been charged, and I did not understand how this could have happened since I indicated April 8 as the day I needed to stay overnight in Charlottesville. While website glitches do occur, I was simply under the assumption that I could cancel or change the reservation to the correct date that I originally had entered.

Your website would not allow me to change or correct the error created by your website. Apparently, the reservation had to be cancelled by 4:00 p.m. that very same day. Now, I want to point out to you how illogical that statement is which was communicated to me by your staff at the Sleep Inn and at your Customer Service and Customer Relations Departments.

At exactly 5:29 p.m. according to my cellphone, I contacted Sleep Inn to rectify the situation which again I assumed was a simple matter of changing a date. This is where I was first told information that reflects poorly on your corporation. I could not cancel or change my reservation because the time to cancel had expired. This, of course, makes absolutely no sense. I hope you can understand my confusion as well as my frustration. How in the world could I cancel a reservation by 4 when I made it after 5 p.m.?

Unfortunately, I did not get the name of the person I spoke to at Sleep Inn nor did I get the names of the individuals at your Customer Service and Customer Relations Departments (although I did speak to a supervisor at the Customer Relations Department who hung up on me before I could ask her name).

I was told repeatedly that this is the policy of Sleep Inn and Choice Hotels. Sleep Inn told me they couldnt help me because it was their policy not to refund a reservation after the cancellation expiration period. I tried to explain the situation, but no one at Sleep Inn was willing to work with me. All they wanted to do was charge me over $200.00 for my April 8 stay instead of the $104.92 that was indicated on your website when I initially created my arrival and departure dates.

At exactly 5:30 I called your corporate Customer Service Department. I spent an hour of my time on the phone with your company, and nothing was done to help me. Nothing. I emphasize this point because in this day and age of uncertain economic outlook one would hope that a business as well-known as yours and built upon its customers patronage someone could simply refund the money to my credit card. But not a single person was willing or capable of that simple gesture. For $105 dollars, your company was willing to lose a customer.

As I explained the situation to the first woman I spoke to on the phone representing your company, I was made to understand that this Sleep Inn was a franchise and privately owned. I was told numerous times that that hotel could make its own policies about their cancellation and what they did. Now, at no time did I curse or use any foul language. I did try to make everyone I talked to see the logic in their thought processes, and I did try to make each individual understand that I, as the customer, am not being given any service. Your website states that At Choice Hotels, we know how important your trips are to you. Because theyre important to us, too. That is certainly not true for me.

As I continued to speak to the first woman, I explained that the website incorrectly created a reservation for April 3. I created my reservation for April 8 three times while talking to her, and each time the reservation defaulted to April 3. I repeatedly said that this is your websites fault. I asked for a refund to my credit card. I asked for a new reservation for the correct date. I was put on hold while she called the Sleep Inn. When she returned, I was informed that the Sleep Inn could not do anything. Their policy, their individuality as a franchise, their unwillingness to compromise stymied me. They did want to charge me, as I said, double the price for a single room that was listed as $94.00 on your website.

I reasoned several times with this first woman as to why Sleep Inn is a member or franchise of Choice Hotels if they can simply make any rules they like. Doesnt your company somehow represent all those hotels 9, I believe on your website? Are you not responsible for anything? I was told over and over again that I could not be helped. The only thing that could be done was to send my problem to a department where it would be researched.

So, at this point, after over 40 minutes of being on the phone, I asked to speak to a supervisor. I kept wondering, Cant anyone just think of the customer? Can anyone think beyond policy? The computer was blamed several times. The rules were blamed several times. No one had the authority to refund a customers money or change a reservation whose price was listed on your website.

When I was finally transferred to Customer Relations, I spoke to a woman who could not understand that crediting me the $104.00 was all I wanted. She reiterated the same line as before: Sleep Inn is separate from Choice Hotels, I can reserve a room for double the price, this is the policy. I again said: the Sleep Inn is listed on your website and is a franchise of Choice Hotels. That they can make up their own policies regarding reservation cancellations and not adhere to anything which Choice Hotels represents does not make sense. If it is a franchise, then it is under the auspices of Choice Hotels a parent company. Listed on the web under the banner of a major corporate entity. Again, I could not be helped.

I can assure you Mr. Joyce that I will not be inclined to stay at any Choice Hotels in the future. When being told that nothing can be done because of the policy or the system wont let me, it rings not only of disingenuousness but a lack of what customers need: satisfactory resolution of their problem. I did not ask for much. I wasnt rude. But someone at your company hung up on me. Someone at your company couldnt refund my credit card. Someone at your company was unwilling to see my perspective. In fact, the last woman I spoke to kept insisting that she could make a reservation through her system and could find nothing wrong.
I have worked with customers my entire life; at Sears, as a bank teller, and currently as a teacher for the past 25 years. Shuffling the problem off to a department to look into the situation is not very customer service oriented. Admitting that the policy of your business does not allow for corrections is not very customer service oriented. And, not having the ability to override what a computer tells you is certainly poor customer service.

Thank you very much for your time and patience. At this point, I have made a reservation with another hotel for April 8. It is no longer about the money. It is more important that you and your company understand that treating people as customers is not simply what is done for just one individual; that single interaction can affect many potential future customers. If individuals who represent your company cannot act fairly and think for themselves, then a lot of work lies ahead.

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2:51 pm EST
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Choice Hotels International Injured on property, told I would receive refund, never refunded me

I stayed 6/23-26/23; On 6/25 I was injured in the bathroom. The bath tub drain was clogged and drained extermely slow. So while taking a shower th etub filled with water. The bottom of tub was very slick, no grips or treading. I slipped, hit my left wrist/side thumb on the corner shelf and hit my top right forehead on the corner shelf. I was very dizzy, had blurred vision, had large bump on forehead, and very sore/lot of pain. I came there to take my daughter to UNCW college orientation and Monday and Tuesday I had to stop several times during the program because I was getting so dizzy, seeing stars and wrist and head was so sore. I could not enjoy and receive all the information I needed to for my first daughter's first college orientation weekend.

I filed an incident report with hotel 6/26/23. I have a copy of it.

Front desk lady told me to send an email to Choice to receive a refund due to my injury. I sent email 6/29/23, I received reply 6/30/23; but have not reveived my refund. I tried to reply to email, But now it comes back undeliverable. I tried filling out the customer inquiry form on your website and it always has an error and will not send.

Please escalte my incident case & send refund check.

-Country Inn & Suites by Radisson

-Wilmington

-NC

Confirmation : *4380

Check in: 2023-06-23

Check out: 2023-06-26

Claimed loss: $297.99

Desired outcome: Full Refund $297.99

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Choice Hotels International Motel room we had to cancel because of the hurricane need refund

We reserved a room at Econo Lodge 5655 Cypress Gardena Blvd, Witer Haven Fla 33884 one room for two nights. WE were driving away from Idalia on Aug. 28th 2023 and realized we were too close to the hurricane. We called them to tell of our concern so they cancelled the room.

The confirmation number was H7290380, the cancellation was # [protected].

In checking our bank statement we were charged for the room.

WE called the motel and said they cancelled but you didnt.

The cost was 288.18

So tell us how we get the refund.

Econo Lodge cancelled the room and did not charge us, but they said you hotelbeds got the money so how do we proceed from here.

Again this is Gerald Howlett

1000 Kings Hwy unit 253

Port Charlotte, Fl 33980 C 309/648/3434 [protected]@gmail.com

thank you

Desired outcome: refund our money

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Choice Hotels International Clarion Hotel, Concord, CA

On 7/3/23, I stayed at the Clarion in Hotel in Concord, Ca. We had Gatorade and pizza. We used two towels to clean up a spill. When we checked out, I placed the towels in piles and the garbage close to the bins provided. I received a receipt for the 1 night stay charge. Yet 10 mins after checking out, I received a charge of $415 to my account. When I called, I was told that it was a biohazard charge to replace the entire linen sets of both beds and all of the towels in the room. There was no biohazard in the room whatsoever, and these charges are completely erroneous. We were hung up on when we called to discuss these charges and while we have received an itemized list of the fees we have received no pictures as proof of the so called biohazard.

Desired outcome: Full refund of the erroneous charges- $415 in total.

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11:19 am EDT
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Choice Hotels International Quality of motel

Confirmation [protected] stay June 24/25 at quality inn 19622 elpers Rd Evansville Indiana. When making reservation requested adjoining rooms when we checked in one room was on 3rd floor and one on first floor. They finally found 2on the 3rd floor but reserved 2 queen bed room ended up with king and queen rooms. Upon entering rooms both smelled awful. No screen on the window also in the one room no smoke alarm. Thankfully no fire! The bathroom door wouldn't shut all the way. While sleeping got some bites on leg hopefully it wasn't bed bugs. Breakfast was a joke-juice machine broke. No creamer they said they would have to order some. Wouldn't call it a free hot breakfast as only thing hot was pancakes!

Desired outcome: Please refund at least one room

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7:36 pm EDT
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Choice Hotels International Hotel room

Yo Priceline and Choice Hotels International is the worse. I booked a room through them and you would not believe what I saw. The [censored]ing motel was roach infested. It was a Rodeway Inn motel by Choice Hotels. Yo I spent all night fighting roaches from getting in my bags. And these roaches were hard as [censored] to kill. They wouldn't die for some reason and it was so many of them. Omg. It was horrible. I eventually ended up sleeping in my car because I had just spent my last on that room because of a emergency. I beg

Lyou please dont go through Priceline or Choice Hotels if you need a hotel room. That room and motel was disgusting. I cant believe Priceline would do business with anyone who would rent out rooms in those conditions. It was the worse stay I have ever experienced. And I will NEVER go through Priceline or Choice Hotels ever and I encourage you guys to think twice if you decide to. You just may end up sleeping with roaches.

Desired outcome: Would like a credit to compensate for a room that I was not satisfied with nor did I use

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8:26 pm EDT
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Choice Hotels International Employee stole cash from my room.

March 19,2023 stayed at Quality Inn near Seattle Premium Outlets in Arlington, Washington. $320 cash was stolen out of my room by an employee while I was at breakfast downstairs. They reviewed video which showed an employee entering and leaving the room. General manager, Jaskaran Natt, was contacted by manager Brenda and stated he would be at the hotel in 20 minutes to write me a check. He never came.

I told them I needed to get on the road. Brenda had front desk give me $195 in cash and said $125 would be sent via Apple Pay. They never sent it. After numerous unanswered calls, texts and emails I gave up. Instead, they gave the employee/thief my cell number and where I was from. He wanted to meet and talk to me!

Very unprofessional and poor customer service.

Desired outcome: Balance of money stolen from my room ($125) be returned to me as promised by management.

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Choice Hotels International Misadvertisment

I booked a hotel on the choice.com on 10/19/2022 for around 67 dollars a night. I used choice to get the points. Later, looking on a site I usually book on, with no discounts used I was able to find the same room with the same dates for $61 a night. Choice has a best rate guarantee where if you submit proof of the lower rate and it’s without any discounts for it is from a site that they will support a discounted rate from they will match that rate and give you a $50 gift card. I followed the rules for the price match guarantee exactly from their website. I called two days later to see if my application got approved for at least the price match and a gentleman named Jose said yes it had in the email should be coming in soon. I waited and no email came so I called the customer relations department and spoke with another representative who proceeded to tell me she has no idea that there is a best rate guarantee, and that I would not be receiving a price match nor a $50 gift card. I asked to speak to her manager she refused and told me to call the hotel directly. I called the hotel directly and of course they instructed me that I would need to call customer relations. I was so frustrated I was still very nice on the phone and called customer relations again by this time it is 22 October. The customer relations representative on the phone stated that I did not submit the information on time for approval luckily I save everything and I had proof that I submitted it on time unfortunately he did not care and I got hung up on. I was so upset that I canceled my Choice reservation and booked on the website that I would have saved $40 on. I really like the choice and we stay at the comfort inn in the town we are from once a month. So if this is not corrected and made right I will never stay at any choice owned hotel again. I work in customer service and know that if you wanna be successful you keep your customers happy. This is a disgraceful way to treat a loyal customer and I want this resolved. If this doesn’t get it resolved I will go on social media and let other people know that choice does not honor their own policy that they advertise on their website. This is both misleading and very deceptive behavior.

Desired outcome: I would like a free stay at the comfort in. Or at least two nights free.

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1:44 am EDT
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Choice Hotels International Filthy hotel

Listed under Choice Hotels/Clarion Hotel.

I stayed at the Hotel Veranda in DuBois, PA. The room was adequate, but the rest of the hotel was filthy and unsafe.

When I called to book my room, I pointedly asked if there were pets on the premises as I am violently allergic and have considerable breathing issues. I was assured by the front desk agent that there were and would be no pets on the premises.

When I arrived on August 26, I was surprised to see that the entranceway was dirty. The desk agent could barely be bothered to stand to greet me. When I asked about AAA, I was told that while they offer a discount, they could not give one because of the prices listed online. The agent told me that all amenities, including the pool, gym, restaurant, etc. were closed due to construction. I had not been informed of any of it when I called the hotel directly to book. The place was a mess with stacks of construction materials in several places. There were broken tiles in the lobby.

I drove to my entrance and noticed that the side entrance was also dirty. There was pet food on the floor in the side foyer.

My room was adequate and had been remodeled. The bathtub was stained and unacceptable.

When I returned late Saturday evening, I noted that there was more pet food in the side foyer. I also noted pet hair. When I opened the door to the hallway, I was assaulted with the unmistakable smell of cat urine. Instantly, my throat and eyes began to swell. I had to take medication immediately. I walked through the hotel to the front desk. The desk agent was talking to two men who I assumed were maintenance workers. I complained about the cat issue and how I was assured there were no pets on site. All three employees stared at me blankly and said nothing. Again, the desk agent couldn’t be bothered to stand up to talk to me. The desk agent finally asked the men to check out the smell. I watched them as they walked down the hall and left the area. They had checked nothing. I asked that the floors get swept and that something should get sprayed to get rid of the smell. I went to my room as I thought it would be safe. Many floorboards were broken and tiles lifted up as I walked. As a disabled person, it is fortunate that I did not fall. The AC unit in my room was ineffective. I carry a fan when I travel so I was able to spray the entrance way and air out the room so I could sleep.

Later, I checked the areas that had been so filthy. It appeared that someone had attempted to sweep the floors but there was still cat hair everywhere. See attached photos that were taken AFTER they swept.

I have never stayed in a place so dirty and one that cared so little about customers. I would like to know your opinion on this matter and what can be done.

Pamela Mortimer

[protected]

Desired outcome: Refund

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11:21 am EDT

Choice Hotels International Billing

Below you will find the email I have sent to Comfort Inn - Downtown Cleveland and my issue regarding this complaint

Hello,

We made reservations under Matthew Sutton - Confirmation # [protected] at the Downtown Cleveland, OH Comfort Inn from August 26th to August 28th for a wedding we attended in the area.

I am writing this email because I am VERY upset, before our arrival the morning of Friday August 26th my credit card was charged $200.29 for a nights stay and when I called to inquire about this charge I was told it was because the hotel was booked up for the weekend. I was not upset with this at all, totally understandable.

When we arrived that night and checked in my credit card was charged another $200.29 for the second night that we were staying, again I wasn't upset with this at all, I wanted to make sure our nights that we stayed at the hotel were paid in full.

Upon checking out of our room Sunday August 28th I made sure our room was clean and towels were put together in the bathroom and no trash was left around the room, I like to be respectful and make sure housekeeping does not have a mess to clean up after. Our room keys were turned in and we went home.

What I am upset with, Tuesday August 20th my credit card was charged another $357.38 for our stay which overdrafted my account by $150.00. So I had 2 pending charges of $200.29 and then 1 charge of $357.38 for a 2 night stay in your hotel for a total of $757.96. My bank has to still add the overdraft fees to my account for this with it being overdrafted $150.00

I contacted the Downtown Cleveland Comfort Inn this morning and spoke to a Jeff, I explained my situation and he told me his supervisor would call me ASAP at 7:15 am this morning when she got in for the day. When I did not receive a phone call by 8 am I called back, when I got on the phone with a supervisor (I dont remember her name I apologize) she immediately told me she didnt start making customer phone calls until 9 am, which is not what I was told earlier that morning. She knew my situation because there was a note left from Jeff about what was going on, she pulled up all the charges that were charged and in fact all of these charges were charged by the hotel but she proceeded to tell me that the 2 charges for the $200.29 were just pending and that it wasnt her problem that I needed to contact my bank. She also contradicted herself and stated that there should have only been a 15% charge on my account to hold this room for 2 nights due to them being booked for the weekend. When I tried to tell her that my account has been overdrawn and I have 0 money in my account because of this she did not care and said it was an issue with my bank.

I then called Choice Hotels Customer care and there is an active report on this whole situation and I was told that this will be looked into and I will receive a phone call back.

My frustration is unbelievable at this point, I contacted my bank and they stated there is nothing they can do because even though the 2 - $200.29 charges were pending they are all still taking all the monies of $757.96 out of my account until they clear, therefore causing the overdraft of $150.00 and then overdraft fees will then follow on my account.

I have a family to support, a job and other bills I am required to pay at this point and I cannot because of my credit card being charged $757.96 and being in overdraft!

I will contact anyone I need too at this point to get this resolved whether it be the local media stations ie: the local news, radio stations, The Better Business Bureau, whoever I need too! Someone's card should not be charged that amount of money for a 2 night stay at a hotel at one time! Pending charges or not, this is totally UNACCCEPTABLE!

Thank you,

Cecilia Karaffa

Desired outcome: Refund - Reimbursed for Overdraft

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11:45 am EDT

Choice Hotels International Choice hotel (comfort inn central denver co)

Reserved a room through expedia, photos online looked nice and clean etc. Show up at the hotel and its in the most ghetto, industrial, dark, crime ridden neighborhood in denver. Graffiti on the walls in the parking lot, a train behind the hotel.. Sketchy.. 100% sketchy! They are selling $5 cans of beer in the lobby without a liquor license in view, both rooms they put me in smelled like smoke so bad! One had awful stains on the curtains and was gross! I checked out and begged for a refund or at least refund me one of the 2 days I had paid for. Zero customer service or any type of anything! So I got my things, called a cab and got a room at the hilton in cherry creek... 100% on point! Clean, well light, safe, friendly employees! Disputed the charge and still have not heard a word from choice hotels in 2+weeks..

It should be called last choice hotels

Desired outcome: refund , photos online updated to the actual hotel. entire building needs to be inspected (im sure its not up to code)

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Choice Hotels International Customer Reviews Overview

Choice Hotels International is a hospitality franchisor with a diverse portfolio of hotel brands ranging from economy to upscale. The company offers travelers a variety of lodging options including Comfort Inn, Quality Inn, Sleep Inn, and the Ascend Hotel Collection. Guests can book rooms through their website or mobile app, with features like rewards programs for frequent travelers. Choice Hotels provides accommodations for various needs, from business trips to family vacations.

Choice Hotels International In-depth Review

In summary, Choice Hotels International offer a wide range of accommodations suitable for various budgets and preferences. The booking process is streamlined, and the loyalty program adds value. While there are many positives, some areas could see improvement, particularly in the consistency of guest experiences.

Company Overview

  1. History and Background
  2. Choice Hotels have long history, providing many options for travelers since many years ago.

  3. Range of Brands and Properties
  4. They have many brands under them, like Comfort Inn, Quality Inn, and more, for different budgets.

  5. Geographic Presence
  6. Hotels are in many countries, so people can find them in many places they go.

Booking Process

  1. Website User Experience
  2. Website is easy to use, but sometimes it can be slow or have small problems.

  3. Mobile App Functionality
  4. App is good for booking on phone, very convenient for people who travel.

  5. Reservation Flexibility
  6. They are flexible with booking, can change or cancel if plans change.

  7. Loyalty Program Integration
  8. Loyalty program is good, can get points for free nights or other things.

Accommodation Options

  1. Variety of Hotel Tiers (Economy to Luxury)
  2. They have hotels from cheap to expensive, for all kinds of budgets.

  3. Room Types and Amenities
  4. Rooms have different sizes and things inside, like Wi-Fi, TV, and sometimes kitchen.

  5. Accessibility Features
  6. Many hotels have rooms for people with disabilities, which is very important.

Pricing and Value

  1. Room Rates and Seasonal Pricing
  2. Prices change with season, sometimes more expensive, sometimes less.

  3. Discounts and Special Offers
  4. They give discounts sometimes, like for early booking or special days.

  5. Loyalty Program Benefits and Rewards
  6. With loyalty program, can save money over time, which is very good for people who travel a lot.

Customer Service

  1. Responsiveness and Support Channels
  2. Customer service is okay, they answer questions but sometimes take time.

  3. Guest Satisfaction and Complaint Resolution
  4. They try to make guests happy, but not always everything is perfect.

  5. Multilingual Support
  6. They have support in different languages, which is helpful for people from other countries.

Cleanliness and Maintenance

  1. Standards of Room Cleanliness
  2. Rooms are mostly clean, but sometimes guests find problems.

  3. Common Area Upkeep
  4. Places like lobby and hallways are kept nice and clean.

  5. COVID-19 Health and Safety Measures
  6. They follow rules for COVID-19, to keep guests safe.

On-Site Amenities and Services

  1. Dining Options and Quality
  2. Some hotels have restaurants, food is okay but not always the best.

  3. Fitness Centers and Recreational Facilities
  4. Many hotels have gym or pool, which is good for relaxing or exercise.

  5. Business Centers and Meeting Rooms
  6. For people who work, they have places to meet or use computer.

Location and Accessibility

  1. Proximity to Attractions and Transportation
  2. Many hotels are near to places to visit or easy to get to with bus or train.

  3. Parking Availability and Costs
  4. Some hotels have parking, but sometimes it costs extra money.

  5. Neighborhood Safety and Convenience
  6. Hotels are usually in safe areas, but always good to check before booking.

Guest Experience and Satisfaction

  1. Overall Comfort and Atmosphere
  2. Most guests say hotels are comfortable and have nice feeling.

  3. Noise Levels and Sleep Quality
  4. Some hotels are quiet, but in others, guests say too much noise.

  5. Guest Reviews and Ratings
  6. Reviews are mixed, some very good, some not so much. Important to read before choosing.

Corporate Responsibility

  1. Sustainability Initiatives
  2. They are working to be more green and help environment.

  3. Community Engagement
  4. Choice Hotels try to be part of local community and help.

  5. Diversity and Inclusion Efforts
  6. They say they want to be for everyone, no matter who they are.

Final Verdict

  1. Summary of Pros and Cons
  2. Pros: Many options for hotels, good loyalty program, and flexible booking. Cons: Sometimes inconsistent guest experience and room quality.

  3. Recommendations for Specific Traveler Types
  4. Good for families, business travelers, and people who want to save money with loyalty program.

  5. Overall Rating
  6. Overall, Choice Hotels is good choice for many travelers, but always good to check specific hotel reviews.

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Contact Choice Hotels International customer service

Phone numbers

132 400 1800 500 600 More phone numbers

Website

www.choicehotels.com

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