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Choice Hotels International
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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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4:25 pm EDT
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Choice Hotels International phone cancellation of reservation not honored.

Regarding reservation confirmation # [protected], case # 9060305:
Original reservation made in February 2018 for a stay at the Kanab, UT Comfort Suites location in April. My itinerary changed. When attempting to cancel the reservation on 3 consecutive days, April 5, 6 and 9, 2018 via my Choice Hotels Rewards online account, I received an error message that my reservation number could not be found. I then twice called Choice Hotels customer service, and after waiting 45 minutes for someone to answer, I was informed that my reservation number was not in the system nor was it an active reservation at the specific hotel location. I asked to have my cancellation request documented on my Rewards account and was assured it was taken care of.
Needless to say this did not happen. I was charged for a no-show night. Since I was not given a cancellation confirmation number (because my original reservation could not be found in the system), the Manager at the Kanab, UT Comfort Suites will not honor the phone cancellation and will not issue a refund of the no-show charge. A case number was opened but have had no resolution or response from Choice Hotels. Since each location is independently owned and operated, I have come to understand that they are NOT connected to corporate customer service and do not share information. I believe this way of doing business is a scam.
All Choice Hotel brands have lost my business. This charge is in dispute with my credit card company.

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7:47 am EDT
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Choice Hotels International econo lodge room rolla, mo.

We booked a NONE smoking room and were at first given a smoking room. This room had beds made up with dog hair all over the beds and dried urine all over the toilet. Of course being a smoking room smelled as well. My wife called the manager and described the room to be a possible mix up. After some argument from the night manager, she agreed to give us another room. Went to the office and then told the manager of the rooms conditions as concern for the next person. She stated she was going to check into it. We were given room 114, a nonsmoking room. Please note that the shower in that room has its water lines crossed. In other words when you turn it to cold as marked it gets hot, and visa versa. We did eat breakfast which was good. After being gone all day we returned around 9:00pm. Found the room had not been cleaned. When I called the night manager she said huh. Then said she would check into it. Did not offer another cleaned room or bring even towels. Please note that the hotel did not appear to even remotely be fully booked. I asked for towels and she then said sure. The rooms were older which was fine. It was housekeeping and its lack of management which are my complaints. I forgot to mention to the office manager about the shower water lines. They should be corrected before someone is hurt. Our stay was 4/Friday to 4/6 Sunday 2018 at the econo lodge in Rolla, MO.. My name is Andrew Ebert @ [protected]@yahoo.com. Please feel free to contact me. Thank you.

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7:07 am EDT
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Choice Hotels International room reservation

I had made reservation on April, 25th 2018 at the Quality Inn Hotel in Holly Springs, MS I had paid with my debit card and the receptionist told me my card didn't go through.I stepped out and when I returned He had cancelled my entire reservation.I went back the next day, too talk to the Hotel manager, but she could get me my money back, is there anyway I could get it back since it was taken off my debit card will customer service assist me.

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5:29 am EDT

Choice Hotels International motel

My husband and I stayed at this motel for 2 days and on the day we left we got 200 additional dollars taken off our debit card, we had already paid for our 2 nights so I called and a manager told me it was for having a pet in the room. That is ridiculous we do nothave have pets of any kind, this manager argued with me for 20 minutes. I want my money returned I have not had a pet in years and most certainly didn't have one in this motel. The manager thought he could handle me by offering me 50$ of my money back, I still havt seen that money and its been days. He also told me he had pictures well I wanted to see them so I can see what he's talking about, I will take this as far as I can because I have 50 or more friends and family that can swear that we have no pets, so I don't know where these people cameto up with this absurdity but I would like my money back asap, thank you

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10:27 pm EDT
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Choice Hotels International dirtiest hotel

Dirtiest hotel I never ever seen
I can't believe that Louisiana government management doesn't have time to check the hotels!
How dirty they are and customers have no choice to stay!
There is no price control once all hotels fully booked they charge whatever they like!
I staying in dirtiest hotel cause no rooms available in any hotel, this hotel cost I think not more then $45/50, but I paid $100
Look at the front of my room
Today is 24th of March 2018 time 21.55pm

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3:44 pm EST
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Choice Hotels International lack of responses to my complaint

We stayed at the newly acquired (I believe) Econolodge in Athens Alabama on Jan 22. I paid cash for the room, dropped my bag and went for dinner. Upon returning noticed that the room was not very well cleaned, needed major repairs, have kids colouring on the walls, but nothing disgusted me more than turning back the sheets to go to bed to discover they were dirty, stained, recently, and there were burn holes in the pillow, bedspread, and underpad, and the non smoking room had definitely been smoked in recently.
I went to the front desk and the girl there apologized and gave me clean sheets which I put on! No offer of a refund no help to change the bed. Next morning upon check out I told the gentleman at the desk of the issues, he said sorry but that was it. Breakfast was a joke, took one look at the 6 mini donuts spread out, the waffle batter in a squeeze bottle that was separating and we walked out.
I later sent my concerns to choice hotels who forwarded my concerns to the very hotel who did nothing for me when I was there. After a few emails with the. They say they will send me $15 which has not yet arrived. Hardly worth the effort since this place was so dirty it should be shut down by the health department.
I am sadly disappointed in choice Hotels for not trying to repair the customer service disappointment themselves, I always thought of their hotels as a safe choice but apparently not and no one in customer service seems to care. The auto response says some one will get Back to me But apparently not.

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6:04 pm EST

Choice Hotels International online booking service

Feb. 2, 2018, I tried to book a room at the Comfort Inn in Katy, Tx. on choicehotels.com. The price for 3 nights was confirmed, with taxes & fee, s for $222.87. After I submitted all my information I received this message, "We're sorry, we were unable to make your reservation. Please try again later or call us at [protected]."
I called and spoke with Cinco and then supervisor Joy. Neither employee was able to help me.

I then called a competitor booking group and booked the same room easily on-line.

I have stayed at Comfort Inns in the past and I look forward to my Feb. stay in Katy, Tx at the facility on Mason Road.

I'm very disappointed in the quality of the on-line service. The price of the room that I did book is $3 per night higher than the advertised price I received on the Choice Hotel site. Most importantly for future reservations I would expect to be able to make a reservation with the hotel via the on-line service. Although a total of $9 isn't much, I would hope to have my bill reduced that much if possible.

Thank you for a response.
Katherine (Richard) Knight

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2:30 pm EST
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Choice Hotels International room temperature - no heat

Name: David Hudson
Confirmation Number: [protected]
Room 325

Hello,

Stayed at Quality Suites Buckhead Village ( Atlanta ) last night 12JAN18 - 13JAN18. Upon checking in I was advised I was upgraded to a suite. While the upgrade was appreciated it ultimately put me in a room in which the heat did not work. Found this out when returning to room after midnight and with it being around 30 degrees outside the room had an obvious chill. In attempting to turn the heat up / on the thermostat was non responsive. Given the hour and tired I went to bed hoping the heat would eventually kick on. Temperature showed 63 degrees at the time. Waking up this morning it was quite cold. Thermostat showed 58 degrees. Another attempt for some heat to no avail. Not bothering with a shower I packed it up and checked out. Upon surrendering my keys at the front desk I informed the lady behind the counter. She merely said " I'll let them know, sorry about that". No concern whatsoever. No thank you for your staying with us, etc..
Again, the upgrade was appreciated but it was unneeded. I registered as 1 adult. That was a choice of the hotel. That choice unfortunately made my stay uncomfortable.
I am therefore requesting some compensation. While I feel a full refund is justified but in wanting to be fair, a 50% refund would be acceptable.
Other than the heat issue and the cold shoulder upon checking out I was satisfied with my stay. Being I will be in the area again in the future I would still consider staying there again, though that consideration hinges on the decision of my request.

Thank you in advance for your soonest attention and response.

Sincerely,
David Hudson

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5:56 am EST
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Choice Hotels International quality inn and suites / employees throwing away items left in the room by customers

Reservation # [protected]
I call the hotel front desk the evening that I checked out because I had left a new container of hand cream that I had just purchased in the room. The front desk clerk (Dena) said she would check to see if it had been turned in and call me back. I had to call the next morning and check again and spoke with (Maria) she said she would check and get back with me. Neither clerks called so we we went to the hotel to speak to the clerk in person and they both said that the housecleaning people must have thrown it away. I then called the customer support line and spoke the a man that said your company policy is not to discard item found in the rooms but to hold them in case the customer calls back for them and that he would have the hotel look at camera to see if housekeeping did have the item or throw it away.
I have not been contacted by anyone from Quality inn & Suites.

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11:58 pm EST

Choice Hotels International the only good part at this rodeway was the manager

We really appreciate your input! Please provide as much detail as possible

I am on your site to make a complaint for a friend regarding a stay going on currently. After finding I cannot do that since your wanting feedback on your site as well every time I have tried to click on a link it says its not available. Not only us it frustrating but between that and my friend currently staying in a room infested with roaches at your Rodeway Inn located at 2041 Freemont Street, in Monterey Ca. That she is STILL BEING MADE TO PAY FOR and being told she is being given a "deal" by only being charged 60$ instead of more which is complete insanity but she has run out of funds and doesn't want to complain but is in her room sick and hardly moving without food still trying to figure out the last 20$ the guy "Sid" at the hotel wants her to still pay after being there for 4 days with ROACHES and being charged over 100$! YOUR COMPANY IS INSANE ! She has NO FOOD after having to throw everything out due to roaches and so now you have a sick guest, broke and starving in a room with roaches. Will you do ANYTHING?

Her name is Krystine Cattaneo and is at 2041 North Freemont, Monterey, .Ca 93940 The number there is [protected]. She is in room 109. I know she doesn't know where to go and hasn't the money or energy to move but AT LEAST should receive a FULL REFUND for her stay and be allowed to stay for free unroll the 3rd when she goes back home. Maybe then she can afford food! I PRAY you will do something since I know she won't complain due to not feeling well PROBABLY FROM THE ROACHES AND SPRAY USED TO RID THE ROOM OF THEM.
A VERY DISAPPOINTED, DISGUSTED, AND DISTURBED Friend of a "guest" being treated like nothing in a hotel YOU CLAIM TO REPRESENT. IF YOU DONT DO SOMETHING ILL GET THE WORD OUT ABOUT THIS AND SEVERAL OTHER OF YOUR DISGUSTING PROPERTIES.

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5:41 pm EST
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Choice Hotels International quality inn at destin florida my stay

Room was smelling bad, we ask service not to spray any air freshener ! Felt like they spraying too much air freshener to cover room smell ! Ac grill was broken when try to turn on heat grill fall down under grill going some look like mold or fungus could not make it out but every time turning on heat we can feel on air and bad smells coming from heat had to leave it only on fan in cold weather
In bathroom at wash brain found bugs several time took video show it to desk clerk also shown all pictures to two different desk clerk did not get much response! Second person said he will leave note on that ! Also toilet had rusted spots on bottom, refrigerator door bottom all was dirty and rusted, hinges on refrigerator was rusted, door frame had rust and paint was peeling off, floor in lobby looks like never clean, garbage can by elevator was full for three days never been cleaned out, this place was health hazard if stayed longer, if possible like to get refund for this type of stay which created unhealthy environment for me and my family ! My contact info is [protected]@skaps.com

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7:33 pm EST
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Choice Hotels International 3 stays at quality inn in december, 2017

During our recent Christmas vacation we travelled from our home in Florida to the northeast.in Pennsylvania we stayed 2 nights at the Quality Inn in Media, PA on 12/18 and 12/20. When I checked on my credit card charges I discovered that I was billed for 3 nights (not 2). On 12/25 I called the hotel and they said they would remove the incorrect charge but as of today, 12/30, that has not happened. When heading back to Florida on 12/27 we stayed at another Quality Inn in White, GA. and woke up to find our bathroom counter completely covered with ants! Needless to say our Christmas stays at Quality Inn's was NOT a very good experience.
I would think that some type of refund should be forthcoming.
David F Connell, 11584 SW 139th St, Dunnellon, FL [protected])
[protected]@embarqmail.com

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9:34 am EST

Choice Hotels International quality inn germantown tn

Name: David Halpern
Confirmation Number: [protected]
Reservation Status: Reserved
Check In: Wednesday, Dec 20, 2017 (3:00 PM)
Check Out: Thursday, Dec 21, 2017 (11:00 AM)
Number of Rooms: 1

This room was totally unacceptable. Please see attached photos of mold, dirt and mildew in the bathroom!
The floor was filthy and had rust on the door moldings. We had to line the floor with towels just to be able to walk on it.

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11:21 pm EST

Choice Hotels International assistant manager living on site

Hello,

I'm writing in about the Quality Inn located in Willcox Arizona, property code AZ361.
Their "Assistant Manager", Shayne Boyce, is currently living on Site in on of the rooms with his wife. They have been staying there for months while "helping" with renovations. The property recently reopened and they are still living there after it has reopened to the public.
He jokes to guest to call him if they need anything as he is always around since he lives on site, but tells them to not say anything because he's not suppose to be there still. He also openly talks down to the other employees in front of guest if they have made a mistake, which is quite unprofessional.

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9:57 am EST
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Choice Hotels International customer service, safety, racial slur from manager

I was harassed by a random drug addict trespasser last night 3 separate times, one in which he thought I was alone followed me to my room and knocked on my door at 3:15AM, I complained to front desk and they stated he doesn't have a room there. She escorted him off property only after terrifying me and allowing me up all night with no sleep. And then to follow that, the Janitor was fixing pipes and doing welding construction at 430 AM next door to my room, and There was banging of pipes until morning and I was to be up at 6 for work. I complained to Owner Kinnar, he stated its not his problem, no refund no discount if i was scared I should have contacted law enforcement, only problem is there wasnt a hotel phone in room, his Assistant Mng asked me a question, I simply asked I'm sorry ? I didn't understand your question. He replies, you talk Ghetto but don't understand English Indian accent. They didn't allow me to even inform them of anything, or my safety concern, and they walked away and shut door on me.

I could cry. I didn't even get to sleep, all I'm asking for is the 55$ refund to my mother whom spent her last to put me into that room.

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5:42 pm EST
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Choice Hotels International sleep inn bensalem

On 28th of October, around 7.25 am, the door of my room suddenly opened. I was woken up by the sound of metal as the latch had been latched and when the door was opened, it made a loud sound.
I went to check and saw that the lock on the door had been unlocked and the latch was pushed out like when someone had opened the door with it on.
I called reception to ask what was going on. A female staff answered the phone. She first told me it was housekeeping checking if I'd checked out - I had extended the stay and was originally due to check out that day. She said they sometimes check early to get an early start on the cleaning.
I questioned why they didn't knock and ensure that there wasn't one which is highly likely given that it was 7.25 am on a saturday. She then started changing her story. She said she has been there all morning and there was 'literally no one' there. She also said housekeeping only comes at 10am.
When I pressed for an explanation, she started repeating, 'what compensation do you want' over and over. I kept asking for an explanation but she just kept saying that like some deranged robot. I finally told her to find out what happened and get back to me.
She didn't. I was really sick those few days and I was resting after being rudely awaken. Anyway, I called down to reception again around 2.30 pm after not hearing anything.
This time an indian woman answered. She was really rude from the start. She started talking really fast when I explained the reason for my call saying that the maintenance guy had knocked as there was a leak upstairs and he was 'scared' I'd be 'upset' to see the bathroom floor wet. She kept going on and insisting that no one had entered - something I'd never said happened. I tried to explain that I know that no one had entered, I hadn't said that, rather that someone opened the door and I hadn't heard knocking. She wasn't happy that I'd interjected and very rudely told me to stop talking and stop interrupting her. I asked to speak to the manager and she replied that she was the manager.
She insisted that maintenance merely knocked and when I insisted the door had been opened and I hadn't been awoken by knocks but by the door hitting the latch, she started aggressively shouting at me that I was 'making things up' and 'imaging things'.
I asked, look, if n one opened the door, then why is it unlocked and the latch pushed out? She answered me rudely, 'how would I know? Maybe there is someone in the room.'
Her tone and behaviour was not only rude, it was antagonistic and aggressive. I knew there was no point talking to her so I said ok and hung up.
Some questions I have:
1. If it was maintenance, why wasn't I told that to begin with?
2. I understand from a holiday inn manager that if it had indeed been a leak, that was not the way it would have been handled and they would have called and the guy would have knocked and shouted maintenance at least 4 times. I heard nothing.
3. It is strange that the story kept changing, house keeping, no one, maintenance. Which was it? What were they even doing there at 7.25 am anyway? Besides housekeeping starts at 10 - I'm guessing that's why they changed the story to maintenance instead?
4. I wondered if I'd forgotten to lock and latch the door. However, if you look at the photos, you will notice that the latch is on at an angle that would not have allowed me to go out or back in if that had been the case - it would have been left as it was when I'd left and returned the day before.
5. What kind of staff does choice hotels have? What kind of manager shouts and behaves so aggressively and rudely to a customer?
6. I have serious doubts about this hotel. Although my do not disturb sign was left on and I told reception as well as housekeeping directly I do not want cleaning, do not come in, I experienced a few occasions when they knocked and I was still in the room and I told them I didn't want cleaning. I am curious as to what their intentions were when the do not disturb sign was clearly displayed. I checked with reception after the first time and was told they'd it in the system not to enter my room. I wonder if they thought I'd be out and perhaps try to steal something as I'm informed by staff from other hotels that this is not normal behavior.

I would like an explanation as to what happened - who opened the door and why. I also would like an apology from the hotel. I understand from other hotel managers that I am entitled to making a formal police report or even suing choice hotels and I am considering doing so. No one has ever made me feel so awful before. It was bad enough I got a shock and was really scared as I was traveling alone, but to be accused of lying and shouted at like that? I will not stay at any sleep inn ever again. Or any choice hotel even with my choice privileges membership ([protected]) with the exception of the quality inn at castleton. The management and staff there are professional and respectful and go out of their way to improve the experience for customers.

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2:32 pm EST
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Choice Hotels International unethical behaviour as well as ripoff

We are regular customers at Quality Inn Hôtels as we travel every year to Florida sleeping at Harrisburg PA, Florence SC, Florida Titusville and/or Fort Pierce and always had good service except for this year. When we left Florence SC facilities at 150 Dunvarton Drive on November 7th, 2017, I forgot my new jacket on the bed in room 245 and I called back the very next day to advise them and they told me that the maid did not find anything in the room. Well, I'm sorry but my jacket was indeed forgotten and I have my husband as a witness to that effect.
I am very upset that the hotel staff would keep my jacket and for that reason, I don't think I will be staying in Quality Inn Hôtels in the future unless something can be done about this. Like I mentioned above I am 300% sure that my jacket was on left on that bed.
Thank you for taking interest in this matter.

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6:27 pm EST

Choice Hotels International yesterday's stay at the comfort suite jacksonville

We arrived a little after 17:45 yesterday and had booked a room earlier in the day. The hotel was at Jacksonville Florida 7019 Commonwealth drive . The lady on the desk explained that the room wasn't ready, she very kindly offered drinks we were happy with that but it was almost 20:00 when we went to the room, the smell of airfresner was overpowering, it was only later we discovered a dirty toilet and bath, I cleaned both myself. There was food under the desk which looked like bacon, maybe the air freshener was to disguise the food smell. When I opened the closet that smelled of mold. As the h otel was fully booked and we were tired after driving from soth Florida we didn't complain as that would have meant a further delay. I did explain this moring to the receptionist about the problem she was apologetic. The capets in the hallway next to the elevator are dirty too. We have been traveling for a few weeks and have been using choice hotels and found most of the hotel standards to be good. But this is not really aceptable, we needed to rest. We haven't made any complaints up to now regarding a few of our other stays which were not good. However we do expect a refund for this stay. The date was yesterday 11/5/17 the room number was 404.
My name is Mrs Glenys Graham Member number GXG24022

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2:56 am EST
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Choice Hotels International refusal of separation notice and pay

Worst Work Experience Ever!

Econolodge (Atlanta Airport East) in Forest Park, Georgia 30297...

Took on another job that paid more because Econolodge offers very low wages! I was fired supposedly, and I had not worked there for a year; however, I never got my separation notice as requested either after being threatened of losing my employment there by the General Manager's WIFE! Who has ALWAYS played out of her position, all that drama for trying to seek a better opportunity because I got mouths to feed! I didn't feel threatened though, I took the firing cause, well, the better opportunity! But now, I'm facing issues with my children's benefits because I am still on record as being employed by them too, and maybe so because they have had issues with taxes and now, face issues of meeting the diversity quota, not my problem! I just want my notice so my children can receive their full benefits!

This hotel is owned by Indians of a higher caste system (Patel) that treat Blacks and thier own darker toned Indians like garbage, and guests too! (Beware!)

I went back for a day because I was called back to work there due to how they maltreat thier staff, they can't keep anybody! and I went against my better judgment, now I can't get paid on time. They offered me more work days, i don't want more work days, the wife pissed me off playing games with my children and my life knowing I told her I had to go get my children after school, I did THEM a favor to even go back that day! Should have stayed away!
Being greedy, all money ain't good money!

**** 'em!

And for all employees of that place and guest (Black, White, Whatever...) Beware! Not a dream spot! Don't do it!

(From an insider)

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9:21 am EDT
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Choice Hotels International choice privileges program

I joined the Choice Privileges program just before I took my recent trip to Rochester, New York. I saw the ad on TV about stay two nights and get a night free, well it is not what the ad on TV leads to believe.

I stayed 5 night in Choice Hotels and when I went to use my free night I was told it takes 72 hours before you can use the free room. That did me no good due to the fact I was on the trip, and didn't have 72 to wait for my free room.

I was miss lead, and I can't help that the computers at Choice are unable to keep up and allow the clients of Choice to use their programs.

I am looking for my money back for my last stay.

I will do my best not to use or recommend the Choice Hotels to family and friends.

BAD PROGRAM

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