On August 3, 2025 we made a reservation for 3 nights beginning Oct 23, 2025 at Sleep Inn, Bowling Green Ky which was confirmed by the hotel. On Oct 22 at 5:08pm the hotel sent us a notice of cancellation. We called the hotel and they said they were overbooked and Corp had directed them to cancel all multi day reservations. We called Corp who said the hotel was privately owned and they couldn't help us. At this late date there were few hotels of this quality available. We found 1 whose rates were higher resulting in higher charges to us. Even after the stay both the hotel and corporate have refused to own up to this customer service problem, or offer any compensation or apology for our loss. The customer service rep in Corp would not provide anything other than her first name, no directions as to who to contact about this, and even refused to provide a supervisor name.
We no longer trust Choice Hotels and their affiliates to do the right thing as apparently there is no recourse for cancelling our reservation at the last minute on day before arrival. They want us to cancel a reservation before 24 hours of date, but apparently they don't mind cancelling our reservation at 5 pm the day before arrival. Would not even offer additional rewards points for the inconvenience and compensation for our loss.
Claimed loss: $400 for total 3 night stay
Desired outcome: Rewards points for equivalent to 3 night stay as an apology and coverage of our loss.
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