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1.7 243 Reviews

Choice Hotels International Complaints Summary

43 Resolved
200 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 243

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5:05 am EDT

Choice Hotels International Room was disgusting!

On March 9 we stayed at EconoLodge in Kenly, N.C. on our way to Florida which was very nice. Coming back we stayed at 6005 Urbana Pike, Fredrick, Maryland. No comparison. The drapes were dirty and hanging off the window, the mattress was about 5 inches thick, the bed frame made of wood was falling apart, the heater frame was falling apart. I wish I had taken pictures of it. Being a chain I thought reputation was everything. Our next trip if I stayed at an EconoLodge I would have to inspect it first. The bath room was clean so its not the cleaning ladies fault, its the manager. The lobby was very nice also. The only reason we stayed was we had driven 13 hours that day on our way back home and we were too tired to look for another place. Sorry about the complaint but it really needs to be looked . I wasn't the only one feeling like this as I talked to 2 other couples in the AM having coffee in the lobby.

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8:40 am EST

Choice Hotels International Billing issues!

Recently my brother was married and spent the weekend in Logan UT at the Econo Lodge. As a wedding gift I payed for 1 night of the stay. I called the front dest a few days prior to the Reservation, and arranged payment. On tues of the following week I received the charge for the second night which overdrew the account and as a result I was charged $20.00 by my bank. I tried to call the motel and I spoke the GM. Who said as I was explaining "I Do not Care". After calling all over the continental U.S. for 2 hours I found someone who could help me get the room charges refunded however I have to accept the $20.00 charge from the bank which wouldn't exist had they not charged me so I personally as a consumer would never recommend this hotel to anyone else there are far better accommodation in Logan and the surrounding areas.

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Brenda E. Humphrey
, US
Jun 16, 2018 5:07 pm EDT
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I stayed at Econo Lodge, run by Asian Indians, in the Andrews Air Force Base area, at 7851 Malcolm Rd, Clinton, Maryland. This was two nights in June, 5th & 6th, 2018, just a couple of weeks ago in room 139. I am still itching from the bites, presumably bed bugs that were in the bed covering. The carpet was sticky with gum splotches, or otherwise dirt tamped-down into the flooring. It was a smoking room by default, but the stench was so great that breathing caused the taste to concentrate in the back of my throat. The room needed a source of fresh air. The worst was the bed bugs, that after the second night were leaving evidence of their feasting. it was left on the front of my body and shoulder. Sleeping on my back, as it were, they must have been in the top coverings rather than the mattress itself. The bathroom floor squeaked beneath my rubber soled shoes and was sticky.
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cdiehl
, US
Oct 03, 2017 4:06 pm EDT
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I made reservations with Econo Lodge in Kenner, Louisiana not realizing that the a facility would be in operation at that level of filthiness. I tried to get reimbursed for the reservation and the owner/manager (Paul) refused. The facility needs an immediate visit for health and safety. I tried to get something done through Booking.com because they are the organization I went through to make reservations, not realizing they (Booking.com) would even be associated with a facility of such filth. I have many photos taken in the room that was assigned to my family - prior to us unloading I went to check the room because the condition and smell of the lobby was disgusting. As I entered room # 106 the smell and filth was unbearable. I took a few pictures to have for proof of the filth. If you forward me an email address I will be glad to send the pictures for proof of the nasty conditions of the facility.

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J.E.Bailey
, US
Jun 28, 2017 3:35 pm EDT

My wife and I recently registered with this hotel in Radcliff, Kentucky to visit our son in the military. We have stayed here once before with our dog. Our first stay was passable. This stay was horrific! Arriving on a Friday, we stashed our belongings and our dog. Our son and wife picked us up for dinner. We fed, watered and walked his dog and ours. We left the dogs together, since it's againest the law to leave them in a vehicle unattended. We went to dinner, came back and everything was fine. We made plans for Saturday to have a cookout at my daughter-n-laws parents house.This was 35 miles away. Saturday arrived, we were off and running, leaving the dogs to keep each other company. Approximately 3:30pm we returned to once again to water, walk and feed the pets. Returning at 7:30pm we came back to our room to find no dogs. We went to the desk clerk, who acted like we were bothering him(very arrogant attitude). My pets are trained guard dogs and would not have left unless provoked. He told us he would get the manager. When she came to our room she said she closed the wide open door and called law. She said the police couldn't do anything and that she was sorry! At that time she said that the dogs apparently unlocked the door. They told us that they tried to catch the dogs with no luck. We contacted the police. After arriving and taking our statement and further investigating, the officer told us that the camera in the parking lot was a live feed with no recording. What good is that? We checked with numerous tenants, who seemed to know everything about what happened, but did not see what happened to the pets. Plus there were numerous suspicious people around has if they were watching us to see what we would do. My wife was scared to death to stay there and wanted to leave, instead we spent the night looking for our pet, and our sons pet. We stayed and left early Sunday morning. On the way out of the office, I was asked if I wanted to stay another night. HUH! Do I want compensation? Yes I do! Will I get it? More than likely no. I think maybe what ever money you would refund us, you should spend on new personnel at this sight. I will never stay with your business again. Believe me, ALL MEDIA SOURCES that are available to me, will hear this true event. The sad think of this, is that these big shots in their suits won't even see this. You big shots ever hear of UndercoverBoss? Good luck to those who decide to stay here at this dump! P.S. Make sure you check expiration dates at breakfast, the yogurt was expired and the pastries were stale.

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Dr Ralph J Sharow
Nashville, US
Jan 17, 2010 11:41 am EST

I stayed one night at a motel November 2009: Econo Lodge, 340 Upper Riverdale Road, Jonesboro, GA 30236, [protected]. I was severely hurt by bug bites while sleeping and had to seek emergency medical care the next day. And suffered for the next week. As of January 2010 there has been no resolve. I can only recommend you be very careful where you stay, never place your cloths or suit case on the bed.

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Sorden
, US
Sep 09, 2009 4:25 pm EDT

I am appalled about the low standard of one particular hotel; the place is a disgrace to other Econo Lodge owners. Moreover, it is a disappointment for any loyal customer who has come to expect a certain standard from this line of hotels. My wife and I do not look for extraordinary amenities but we do appreciate clean surroundings and rooms. The premises are uninviting. To get to the room, the customer walks over a sticky outdoor carpet with pieces of litter everywhere. Going up the stairs, one is greeted by the smell of urine. Our room was in a horrible state. Apparently nobody cleaned the blades of the ceiling fan for months. The socket of the sliding door that was separating the living area from the bathroom had brownish build-up of grease and dirt. One was best advised not to look at the carpet lining under the Jacuzzi when walking to the bathroom. The most disgusting piece, however, was the bathroom sink. Even when wiped clean, it looked filthy. Discolorations of unknown origin gave the appearance of a clogged sewer that has just back flushed. If you happen to think that this is acceptable, you are invited to brush your teeth over this bathroom sink and you will soon begin to see my point, I must mention that the equipment in our room was not in proper working order. The TV set did not respond to the remote control. We notified the front desk about the problem, but it was not resolved to our satisfaction. This, however, was of lesser concern to us. Feelings of disgust at the thought of returning to our room every evening finally made us switch hotels. After two nights we checked out and moved to another hotel a few blocks down the road. This entirely negative experience gives rise to several questions. What are the standards that a hotel must fulfill in order to be registered as an Econo Lodge How run-down can a hotel become before somebody tells the owner that it cannot be operated as an Econo Lodge any longer? Whether or not you feel compelled to answer these questions, my decision is not to consider the Econo Lodge anymore for future vacation planning unless I have previously stayed at a particular location and found it satisfying. With only ten days of vacation I will not afford to waste even a single day with a negative lodging experience. NEVER VISIT THEM.

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Sandi Sue
Palmetto, US
Aug 23, 2010 6:52 pm EDT

The motel was dirty. The carpet was covered with animal stains. The bathroom was dirty, ring around the camode, there was dirt behind the toilet. I hasn't been updated for a long time. They scammed us out of two payments for the room. Nick, the manager (I think) would not even consider that he collected a payment from Hotels.com and then another from our credit card. He is determined to keep both. We are seniors (husband is 88) and we were too tired from our trip to ask for another room. We did not know that Hotels.com was going to keep our money after a cancellation or we would have not paid again with a coupon.
Motels.com has someone who doesn't speak good English when you try to cancel and we did not know that they would keep our money. We have now paid twice for a horrible room.
Both places are scammers.

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Mitch Proctor
Verona, US
May 01, 2012 1:03 am EDT
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1. Makeup on the towels in the bathroom
2. Coffee pot dirty and had old coffee in it
3. Telephone very sticky, we had to clean it before picking it up
4. Spiders around the room
5. The picture speaks for itself.

This was the Econolodge in Lebanon in. 4/26/12

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T Lane
East Jordan, US
May 31, 2012 3:03 am EDT

My husband and I were traveling to see our grand kids and stopped overnight at the E conolodge in Cave City Ky.
The hotel was off the chart horrible.!
First we had a coupon that said the rm price was going to be $35and newly renovated. They charged $45, some crap about a weekend charge.
We asked if the room had a fridge micro and we were told yes, only to get to the rm and find that not only were the items requested not there but that the cable had been ripped out of the back of the tv the door had obviously been kicked in before.
We went to the front desk and asked to switch rooms only to be told, If I need a fridge I could use the employee fridge in the main entrance. Mind you I need the fridge to keep my ice packs for my injured knee frozen.
They refused to switch rooms for us and were acting very put out by the request. So we asked to refund our $ and we were told NO! Corporate says we cant do that. So we stayed.
We returned to the Lobby to check local attractions in the area when 4 elderly people were discussing a refund as well. They told the front desk lady, ( who admitted she had no Idea what the policy is on a refund) that they had bed bugs in there room and wanted a refund. So the she called the manager and lied telling the manager the elderly lady was threatening her about calling the police.
Needless to say the manager came down, very put out and started screaming at the elderly couples telling them HE was gonna call the police.
The couples left without at refund.
If this is the corporate way, you can bet I will never stay in another of your hotels and be treated so badly again.
T Lane

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Lynne Sebring
Jacksonville, US
Oct 31, 2012 6:50 am EDT

While Traveling From Farmville, VA to Camp Lejeune, NC I had car issues, I had my sister who had just had surgery the day before and my 2 year old Granddaughter. The issue with the car was more than the mechanic could fix that day so we had to stay overnight at an Econo Lodge because it was the only hotel in the area. This was in Henderson, NC. The staff was not friendly and there was only one person on at a time. The room was nasty there was newspaper on the floor under the AC because it was leaking the light fixtures and any flat surface had cobwebs and dust all over them, the paint was chipping and scratched all over, words etched in the closet doors, Carpet was filthy and there were broken TV's on the sidewalk outside the rooms. The parking lot looked like the hotel was deserted and there was trash everywhere in the parking lot. the outside of the building needed to be cleaned or repainted and any landscaping needed to cleaned up. When we went to get our "free continental breakfast" at 8:30 we had to ask for coffee to be made and then he only made enough for one cup and acted like I was asking for the world. This was a bad situation for us already and was made worse by this experience. I will never use this facility again and will never recommend Econo Lodge to anyone. After sending my complaint in the corporate office never even contacted me, that leaves me to believe they don't care how they are represented.

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serge abidal
, US
Sep 02, 2015 10:25 pm EDT

Adventure to Vicksburg or how smell like a smoker when your not a smoker

I was very impatient to get to Vicksburg. Step down my bag in the hotel and drive to downtown then historical places where my priorities.

Well, it turns out to be another story. Fellow me.

I enter Vicksburg econo lodge front desk saying “hello, how are you doing today ?”, silence ! 5 seconds latter and louder I send “HOW ARE YOU DOING TODAY ?”, still the only thing I hear is silence.

30 seconds latter the person behind the desk (yes there is someone) takes plenty of time to tell me “I just can’t talk to you I’m too busy doing what I’am I doing”. It seems that at that precise time, counting the money where more important than answer a customer that is saying “hi, I happy to spent my dollar in your hotel”.

1 or 2 minutes latter, she decides it was time to take care of the costumer (me of course, still without any welcome), by complaining about the fact that the postal address attached to the credit card that has been used to book the room does not match my own address.

(I’m not fortunate enough to get a second home in Los Angeles), I’m only a stranger having some holiday in the US with a prepaid room from AmericaTours international and Instructions on the Voucher are very clear :

Bill room & tax to: AmericanTours International, LLC 6053 west Century Boulevards, Los Angeles CA 90045.

This person started to get very irritated, be unpleasant and calling the name of JESUS, as if I where responsible of her incapability to understand the situation.

At the end I get my room key, leave the desk and try to forget and forgive for that bad day. However, It doesn’t take too much time to realize that something was wrong with the room. It smells very very bad. Guess what, it was a room for smoker.

I saw red in my eyes, someone must be responsible for this. I catch the key, run toward the front desk. The Miss was not there anymore, instead a younger men kindly change the room number.

I don’t known why this person (the Miss), has reacted that way, when I enter the front desk. How could someone working at this position be so arrogant and so rude. At best it is unprofessional, here it is intentional too.

Let recap :
acte one : a very unpleasant person doesn’t take the time to welcome costumer
acte two : an incompetent person try to make you responsible of her incompetence
acte three : this same person takes decisions for you without costumer agreement.

This is my fourth time to the US, and the worst thing that hapend to me.

There is only one conclusion, this person don’t like black people, (yes I’am black) and I refuse to give one penny to a company with employees like Miss Tommie H. that practice racism. I refuse to let other fall into that trap.

BTW : Adding a drop of yellow liquid into an ocean of water won’t make called Orange juice in any way.

ComplaintsBoard
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12:00 am EST

Choice Hotels International didn't credit proper points!

Periodically, Choice Hotels runs bonus points specials such as stay 2 separate occasions at a Choice Brand Hotel and receive 1 night free. During their fall promotion I stayed at 2 different choice brand hotels qualifying for the free night. I was awarded
5000 bonus points. It was supposed to be 8000 points. The minimum number of points necessary to stay at any Choice
Hotel Brand is 6000. After exchanging at least 5 E-Mails and gaining no plausible explanation (or credit for the proper number of points), just double talk, Choice Privileges stopped responding. My warning to all Choice Privilege members, make sure you check your point balances and don't make your hotel decision based on "special promotions".

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Genevieve Ross
, US
Jul 16, 2018 10:23 pm EDT

I started my membership in May 2018. I accumulated enough for a free night stay including the option of using my remaining points + cash for an additional free night stay at any choice hotel stay. Unfortunately, the website would not allow my husband to charge "his" card on "my" member account. Their explanation was to avoid fraudulent activity.Although I understood the reasons behind the safeguard, O was unable to find the rules and regulations or policy of redeeming points. Unfortunately, I did find this statement, "Choice may change the amount of Choice Privileges points required for a free night of any hotel at any time without notice. Choice may add, modify or delete Program terms or conditions with or without notice, and may terminate the Program at any time.You may not combine your points with points belonging to anyone else, including your spouse."

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Dan Coyle
, US
May 18, 2017 6:50 pm EDT

Baddabook baddaboom

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Anonymous Hard Worker
Newnan, US
Jul 25, 2009 9:22 pm EDT

The Quality Inn hotel in Carrollton is not the best place to spend the night when visiting Carrollton, Georgia. The room was uncomfortable and the guest who stayed at the hotel was very loud.

The employees at the hotel are very helpful in helping you get checked in and the parking lot was clean and there were good parking near my room. My biggest complaint is that the guest who spent the night there. I spent the night there on July 3, 2009 and there was a youth baseball team spending the night there because of a baseball tournament happening somewhere in Carrollton/West Georgia Area. The team was very loud and I could hear people talking outside my room all night from 10 PM until 2 AM. I didn’t sleep well as a result and I could not wait to leave the hotel.

Would I recommend this hotel? I would not recommend this hotel if you are solo traveler or traveling with your family. It’s a good place to spend the night if you are traveling with a group. If you are spending the night in Carrollton, try to spend the night at the Holiday Inn, the Hampton Inn or the Jameson Inn or drive 20 minutes north to Bremen and spend the night at one of the many hotels in Bremen. Although the hotel cost around $60.00 a night with a room with a refrigerator and a microwave, try to spend the night elsewhere if you can.

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Down With Comfort Inn/Orlando-Universal
Celebration, US
Mar 17, 2011 6:13 am EDT

Stayed four days in January 2011...price different upon arrival, hidden fees(pet fee) not told when making reservation a week before. Thieves in the housecleaning area. One was arrested a week ago 3/2011. Had stolen items taken during our stay. Manager will not talk with you face to face. Need I say More! Negative Reviews from other guests...police are there every night, with a problems!

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Bakin
, US
Jan 05, 2010 3:08 am EST

I read the reviews of the Comfort Inn in Toledo Ohio on Secor Road and did not want to stay but a large group that we were with had reservations so I booked. What a nasty place! Filthy carpet, dirty doors, and we had to change rooms because the smell was so overwhelming in our room. The suspicion amongst our friends was a very strong bug spray! It isn't hard to be clean. Never to stay at a Comfort Inn again, did I mention that this was the second Comfort Inn on the trip and I said the same thing that night?

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bls005
, US
May 09, 2016 1:42 pm EDT

The whole chain is a rip off, Pretty simple advertising, stay 2 get 3rd free.Nothing about points. Third night is in parking lot in your car with no ammenities,

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Colorado Ripoff
, US
Jul 06, 2015 11:09 pm EDT

I stayed at Cambria Hotel because it was part of Choice Hotels and it wold qualify me for a $50 card. When I checked in, my employer received a discounted rate. As I paid, I looked up my Choice Hotels member number so I could get my second stay recorded and even referenced that when I gave my info to the front desk agent. After my stay, I received a survey to my personal information. I shared that I was not impressed and found some stuff below standard. I did not give my personal information, but the GM of the hotel called me a few days later. I was shocked to receive the call because I intentionally did not include my personal information in the survey.

A few weeks go by and I log on to see how I could get my $50 card. I was surprised and disappointed to see my second stay not count toward the card. I spent the next 90 minutes on the phone with a total of four people - with a bulk of that time, 60 minutes or so, being time sitting on hold.

One person, Valerie, seemed interested in trying to resolve my issue. The other three people meaninglessly said "I understand" and did nothing at all to resolve my issue. At one point, after over an hour, I told a rep to either tell me I am receiving the card due to me or cancel my membership. At this point, she kept asking me for my name and contact information, something had given her (and two others at that point) already. She refused to cancel my membership, so I asked to speak to a supervisor. She told me it would be one minute. Approximately 20 minutes later, a supervisor came on and said that the hotel, not choice hotels, is responsible for accepting or rejecting my stay. I stated that I had never heard of the hotel until I found it on the choicehotel.com website and that they cannot just deflect responsibility to the hotel, because I trusted choicehotels.

I said that I was not interested in dealing with choice htoels anymore and that they will get the benefit of the 14, 000+ points I had (I could actually have purchased a $50 gift card for $22, according to their website). I knew I was taking a loss, in addition to the 90 minutes on the phone, but the principle of the matter made it the right thing to do with such a company.

My impression was worsened when the supervisor stated that the length of the time I was on hold to resolve my issue was out of their control - including denying that staffing the call center for the volume of calls they get was their responsibility.

I had to fight for the credit of my four-day stay a month earlier - another call with tons of time wasted on hold and calling multiple times before it was resolved.

I would have stayed at another hotel if I was not trying to earn the $50 card. To not be told that my stay would not or even may not count based on the rate they were giving me, I would not have stayed there. In addition, I am disappointed that my honesty was used against me in retaliation. I also did not appreciate receiving a call when I did not authorize my information to be associated with the survey.

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noash
, US
Nov 14, 2014 10:19 am EST
Verified customer This comment was posted by a verified customer. Learn more

I recently stayed at the Quality Inn Ontario Airport Convention Center, and booked the room on ChoiceHotels.com, expecting to get the rewards points and fulfill the requirements for the current stay 2 separate times get 1 night free promotion.

I selected the Stay and Fly Package, as I was going to stay at the hotel for one night and leave my car there. This is the PPKFLY Rate, and according to the website, is eligible for Choice Privileges points.

However, after 1.5 weeks, I never received points for this stay. I submitted an online webform requesting the missing points, and was told that the stay is not eligible for points. I called customer service and was told that the stay is not eligible for points. I asked to speak to the customer service representative’s manager, and the manager was rude to me, made me wait on hold, and then I was told that the stay is not eligible for points.

But I paid over $100 (with tax) for a hotel room, and parking, for a package that the website says is eligible for points. How can such a mistake by the Choice Privileges Rewards program be repeated over and over again? And on top of that, the level of customer service by the representative’s manager is below satisfactory, to put it nicely.

I called and spoke to a customer service representative, and was told again that my stay did not qualify for points because it was the PPKFLY Rate. I asked to speak to the associate’s manager, because clearly there had been some mistake. At this point I have filled-out 2 missing points requests on the website, and spent time waiting on hold, hoping to resolve this issue.

After waiting on hold again, the manager gets on the phone with me, and tells me that because my stay was the PPKFLY Rate, and I did not stay at the hotel, I only parked there, that I was not eligible for points. She was very condescending towards me and said she was sure that I saw that when I made my reservation online, I saw that it was not eligible for points. Then I explained that I did stay at the hotel overnight, and she did not believe me. She asked again if I actually stayed there, and got a physical room key, or did I just park there? I repeated myself, and said yes, I did stay there. Then she said that she had to call the hotel and verify that information, and then put me on hold.

I am pretty tired of being poorly treated, ignored, and put on hold at this point. Then, she comes back on the line and tells me that I did indeed stay there, and that I was not eligible to earn points for that stay because it was the PPKFLY Rate.
Why did she need to verify with the hotel, and put me on hold, if it did not change anything? Why did she ask me repeatedly if I stayed the night there? And why, when the online reservation system clearly says that the rate is eligible for points, why am I told that the stay is not eligible to earn points?

I have spent several hours of my time dealing with this. I have been a Choice Privileges member for 7 years, and I am very unhappy with the way things are going now. I have planned tens of hotel stays with this chain because of the rewards program, and now I am losing points, time, and money.

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Been Violated
Chicopee, US
Apr 11, 2014 11:05 am EDT

We have used Choice Hotels for a number of years, and usually stay in Comfort Inns/Suites. This February we took a motor trip down south to New Orleans, from New England, and used the online reservation service along the way. That was fine, BUT, upon checking in, we found that MOST of the franchise owners/Innkeepers were of Indian or Pakistani descent. While that, in itself SHOULD not be a problem, what we found was, having given these people our NAME, ADDRESS, PHONE NUMBER, CREDIT CARD NUMBERS and EVEN OUR DRIVER LICENSE (which they PHOTOCOPY) upon check-in at these places, we IMMEDIATELY began getting SPAM PHONE CALLS of INDIAN/PAKISTANI/FOREIGN CALL CENTER Origin on our HOME PHONE while we were away. When we got home, we had THREE WEEKS worth of SPAM/SPOOFED/SCAM calls on our answering machine and Caller ID; as many as SIX DAILY. This continued for FIVE WEEKS AFTER we returned home, as well. All in all, we received about 75 SPAM PHONE CALLS in a two month period.

While we have gotten these calls in the past, we had them fairly well 'tamped down' to only 2-3 weekly, and sometime less than six monthly with various tactics including picking up/hanging up without answering to break the calls and 'confuse' the robodialers, as well as using TWO CALL BLOCKING systems. Obviously, when we were on vacation, we were not there to do that, and the calls built up and increased in frequency as we went along on our vacation, and immediately afterward.

Coincidence? I don't think so. Most of these innkeepers were HEAVILY ACCENTED, telling us that they were NOT born in this country and thus were IMMIGRANTS. They EASILY could have friends and family back home to GIVE, TRADE or SELL our information to, and get us on all kinds of SPAMMERS LISTS overseas, where US. laws are not easily enforced. They think they are superior to Americans, ESPECIALLY if they practice Middle Eastern and other Asian religions, and feel NO loyalty to us, this country nor our laws. Most are simply trying to save up enough here to one day RETURN to their home countries to live in relative luxury there by native standards.

We complained to CHOICE HOTELS HEADQUARTERS in early March 2014, but they did NOTHING; did not even respond. (Of Course.)

From now on, we will give out a FALSE phone number on our registration forms; maybe the number of our local police department or sheriff's office. THEN when THOSE numbers get SPAMMED, then perhaps something will be DONE about it.

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sangel
Carlisle, US
Dec 18, 2012 4:07 pm EST

Just want to make sure that all you complainers of the "Room Guarantee" understand...the guarantee is for a room, not the room type!

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