Choice Hotels
reviews and complaints

Here is a copy of original complaint and 2nd complaint follow up [protected]
Still no acknowledgement. Very poor representation I would say.
I sent this email to the General Manager-regarding our stay at Choice Hotels. I have yet to receive a response. NOT good customer retention attempt no Customer Service.

Subject: Room 209
Date: Sat, 7 Jan 2017 19:44:52 -0500
From: Janna
To: gm.[protected]@choicehotels.com

Mr Chan Park

First I would like to thank you for the Week long stay at your Hotel.
We enjoyed the view and the complementary breakfast-and your Maid staff
was very pleasant.

We arrived in Port Orchard Wa on an un expected family emergency-and
were grateful your Hotel had openings that accommodated our needs on
such a short notice. This visit resulted in the passing of a family
member and we were at a loss on a safe place to stay.

As luck would have it, there was a power outage in Port Orchard, due to
a "pole" being knocked over, and the hotel was without electric, for
over 8 hours. When this happened, we went to the office to see what had
happened-and was told it "will be about 45 minutes more" and why. This
was after about 2 hours.

About 2 hours or so more, I went to inquire as to the status-and was
surprised that a generator was hooked up to the front office and there
were lights etc. hooked up for them. I asked if there were a couple of
flash lights, candles-etc and could I possibly get 2 Blankets, as it was
getting "chilly" quickly. This after about 4 hours. total.

The young lady was VERY rude, and told me she could not give me any
blankets-as they were needed to be able to rent out other rooms- and
that there was NO WAY she would open any storage areas or other rooms to
get a couple blankets.

First of all, I am surprised that Guests weren't notified, this is what
is happening and here is a flash light and blankets until everything is
back up and running. Keeping Guests informed. I was told I couldn't
talk with manager because "he has children and its late to call him"-I'm
sorry, but I am in customer service, and would never have told a guest
that.

Am I wrong in thinking that access to blankets-pillows etc. should be
available to the FRONT DESK STAFF? In case of an emergency?

We had paid for a weeks stay- and just asked for some basic items. Oh
Yes, she did give me 2 flashlights, and after this last contact-she
brought 2 blankets- to our room and shoved them at my daughter saying,
"here are a couple blankets, maintenance let me get them when they
brought me gas".

Not a good representation of customer service, and definitely not
provided in a "caring" manner. I just think you should be aware.
Perhaps have a contingent plan on what to do or how to do something
considerate in the future.

Amanda Weaver-Room 209 December 30th-January 5th

[protected]@gmail.com

Use extreme caution when booking online through choice hotels. I was searching hotels for my specific travel date and then a very discounted deal hotel appears, which did advertise it was not refundable. i click into it thinking oh that's a nice deal i guess i would by this even though it's non-refundable because i knew i was going to be for sure staying in that area. Anyways once i clicked it, it had a countdown thing making it seem super limited like the deal was going to disappear if i didn't book right then and there, and so i quickly but still thoroughly overlooked everything and booked it. 2 weeks later i go to check into the hotel and worst thing ever happens, the reservation to my awful surprise, the check in date had passed. i was so confused, so i went back in my confirmation email which i didn't even think to double check initially because i triple checked the booking dates before finally booking, and sure enough the check-in date on my confirmation email was the same date that i booked it the hotel. clearly that is not what when i intended to stay, having already drove 3 1/2 hours and paid for the hotel, non refundable. i was shocked. it ruined my trip and all my plans because i had no other hotel to stay at due to a huge event in the area everyone was full. i called choice hotels up, and told them what happened and i truly believe it was the system that error'd out during checkout because i triple checked the dates when booking. the hotel could not refund me, so they said they would open a system investigation and see if there really was an error. after following up with them, the investigation could see the original check-in dates i had searched for (which was not the same day i was booking), and then apparently when i had clicked on the flashy limited time only special discounted hotel stay, the dates RESET to the current date! I still don't believe that I overlooked the check-in date when booking that discounted stay, but either way i told Choice hotels that the website tricks you then, and i'm sure I'm not the only customer this has happened to. They design the website like that to RESET dates on purpose hoping that you over look dates i guess and book a NON-refundable same day of purchase stay. I think it's so messed up. Choice knows what they're doing and i explained that's terrible customer service and poor website design that it would do that. I asked could they please give me a courtesy one time refund for the inconvenience and the fact i didn't even get to stay at the hotel, and they said no, that because I could view the stay dates before confirming it was essentially my fault, however, it wasn't my fault the dates reset on me when i hit the special offer stay. And they just said next time i could call and book over the phone instead of online. Really?, that's your solution rather than fixing your screwed up tricky design of a website? Great job with your customer service Choice, you have lost a loyal Choice Privileges member. I advise everyone to steer clear of booking online with Choice Privileges.

Stay at this hotel every trip I make to Hannibal and no issues, that being said I checked in to Quality Inn and Suites on 1/7/2017. Went to the room and left luggage noticed a faint odor, left hotel to visit family came back about 10 pm was getting ready for bed and the wife said odor was really bad in bathroom and toilet would not flush. So she goes to the front deck and mean while kids are in bed, she comes back up and says we have to move because this room was suppose to be out of service. So we have to get the kids up pack everything back up and move to a smaller room down at the end of a cold hallway and now it's like 11:30 pm. Not a good experience to say the least.

Tim

We checked into the Comfort Inn at Great Falls Montana on Nov 22nd, 2016.
Just after 5:30 am I awoke and noticed a swarm of bugs crawling on the night stand. We quickly dressed and also noted these bugs on the bathroom floor, before vacating the room. I requested a refund from the desk but was told he didn't have that authority. I have sent emails to this hotel and Choice Customer Care : "Customer Relations "
and have only received a partial refund of $20.00 out of $85.30 total for room and breakfast. I also called customer care at [protected] and waited on hold for more than 15 minutes, hanging up rather than spend more money in phone charges from my cell phone.
I find this unacceptable as we were
disturbed by this and didn't receive our normal breakfast either. After this experience and lack of a fair response on their part we will be refraining from staying in ANY Choice hotels in the future.

I stayed at this property before it was nice. I stayed here on 12/05/2016 and it was disturbing. Especially the plastic covering the smoke detector. Paying 100.00$ a night you would think they would take a little more care of this property. I hope someone will see this and resolve this problem. I always stay at choice property's and most of them are nice places to stay.

Thank you
John Hansen GP-JSH11016

when I arrive at 4420 cedardale dr in Dallas Texas on the 13th of October, my first night there the crack smokers kept knocking on my door all night long when I call the office nobody would answer the phone. I choose to stay there because my job is next door which is Amazon fulfillment center, we do travel from state to state to work and I felt that if this hotel was a good one I would let my GM know that it's a great place to stay, that will never happen. Now as for the Manger Bharat Patel, I would ask him to charge my card when I felt like I wanted to stay and instead of him charging my card when ask he held on to my receipts until 22nd of October then he wants to charge my card. he told me that my bill was 406 and then he said he made a mistake it was 481, because I paid 200 in cash, I ask for a receipt I was told I could not get one because it belongs to the hotel, his night manager has NO CLUE about being a manager because he was never around or could not be seen cause I did check for a manager. there is nowhere to do laundry, so I feel I should be refunded I was in room 224 from the 13th of October, to 22nd October it would be a great place to stay if ya'll had security who would keep drug smokers and dealers out, so that people who works can rest.

I reserved a room in irving, tx. When I checked in, I used a credit card for my visit. The rooms were disgusting. The carpet was filthy. The room smelled like bug spray and the bedding was soiled. I cancelled my stay and the clerk rushed me out of the hotel. I discovered the next day that they charged over $400 to my check card, which I used to book the room, even though I checked in with a credit card. Also I reserved under the friends and family so the whole visit should have been $176. It took a week to get my money back from the hotel. I would never return or recommend this hotel to anyone.

I called customer service for a particular location (Chicago Loop) regarding my reservation. The CS rep, who was clearly not American, asked me for my information to confirm my identity but decided to use that to sign me up for their loyalty program without my permission.

Beware of Choice Hotels and the risk of having your data stolen and misused.

I booked this hotel on Price line. when I got there they did not have my reservation. When the first desk lady was checking me in a child came from behind the wall by the desk. ( like she lived there). We get to the room and it needs pain and the lamp shades are CRACKED. In the morning the hallway smelled like cigarette smoke ! and the breakfast was even worse. Al they had for warm food was egg patties and a few pieces of sausage. It was only 7:30in the morning he was just putting it out. there was not even a coffee pot under the maker. and only 1/2 of the toaster worked.When we went to check out I wanted a receipt and it took him about 20 minutes to figure out because it was not under the door like all the other hotels do. It was just a really bad. I have never had a stay like this before from their hotels.

Total Scam! Try if you like to get ahold of this company to ask about your rewards...even though I get numerous emails a days for recent stays, they claim I do not have the correct email address...even though I click on the link from that same email and use the Rewards Number they have assigned me and is listed on that same email...or when you send them an email in regards to your so called points, they never never answer your emails, God forbid you should try to call them, it's a joke! I have discovered that my recent stay at a Best Western was so much more enjoyable and with or without the point system, I will make them my preference!

On friday, sept 2nd my family and i checked-in the econo lodge oceanfront oc for our last vacation of the year. Well on saturday, sept 4th we woke-up to hurricane hermine after checking out the weather forecast and it had suggested to take refuge for the upcoming storm. I called the front desk to let them know that we were checking out around 9:00 am. I was told from the front desk manager jody that they weren't giving refunds due to the weather. I explained to her that i was still requesting for a refund for saturday night, after the phone call my family and i packed up and pulled-out. Understood that we have rules and we must follow, however there are exceptions to the rules such as hurricanes!

I booked a weekend stay at the Rodeway Inn in New Braunfels, Texas on August 5th - 7th 2016. The trip was a birthday getaway for my moms birthday. I booked 3 rooms with a kitchenette, 2 were Double beds and one was a King Suite. I booked directly thru Choice Hotels website. The family was coming in from different parts of the state and we would all be arriving at different times, so I called the hotel the morning of our arrival and informed them of this and gave them the names of the guest and which rooms they would be going into. My mom would be the 1st to arrive she had to pay for the room upfront in cash with a deposit and rates not part of the reservation. I thought when I made the reservation that everything was charged to my credit card, unfortunately not. She checked into the room and called me once she got there and the a/c didn't work and the room was infested with roaches, and not one or two but a whole freaking lot running around on the floor, the walls, nightstand etc. She immediately wanted to check back out and find somewhere else. I looked online and couldn't find any other openings at surrounding places to accommodate our group of people. I was at this point in route to the hotel myself, I called the front desk and was told they were sending maintenance. My mom keep complaining to them and then the roach motel manager tried to give away my other reserved rooms because they didn't want to deal with her or me since they knew I was on my way. I called them a total of 4 times prior to my arrival about issues with the rooms, the ac was out in the room my mom had but they wouldn't let her move to one of the other rooms I had reserved. I get to the hotel and the desk clerk, is rude, repeatedly saying he just got there he don't know anything, I was asking him basic questions about the rooms and the room assignment I had personally called in over the phone. Other guest were forming a line behind me and told me the place was a dump, they were having the same issues as my mom, no ac and roaches. I asked the same question to the desk clerk 3 times and got 3 different answers. I paid for the remaining rooms since I now realize that my card wasn't charged for the whole stay. I go to the room I've been given which is supposed to be a king suite which is in fact a smoking double. I called the 3 rd room to see what it is and when I pick up the room phone to use it a roach jumps on my face it was on the phone receiver. Absolutely gross. I go to check on my mom and her and my 80 yr old grandmother are in a full sweat. It is 87 degrees outside at night in Texas during the hottest month of the year. The room is so hot, the maintenance guy brought them a box fan, that was it in a room with no windows that can be opened so its just circulating hot air. Not acceptable at all. My mom has been taking pictures of roaches since she checked in, and had been killing them. The guest who checked in next to her didn't even stay, they said nope its too damn hot and roaches everywhere they left. I realized my mom had been given the King suite instead of the double I had told the motel she was supposed to get. I had reserved the kitchenettes in all of the rooms because I knew everyone was bringing food. The kitchenettes were so outdated, looked like from the 70s, the stove and refrigerators didn't work. So I paid for services I didn't even get. Someone had brought a mini fridge and microwave instead to the rooms which again is not what I paid for. The refrigerator had an odor when you opened the door and had dead roaches in it. We had to keep the food in the cars and had to buy ice to keep it cool. The room I was given didn't have a TV remote, do not disturb sticker, etc. The tub was dirty, the carpet very badly stained, no comforters or bedding on the beds, just sheets and they had cigarette burns and holes in them. Called the front desk about this as well and was told to come get it. No customer service at this place either, very bad experience all the way around. All the rooms had issues and roaches. My niece started itching when we got there and when we left she had hives and swelling plus bite marks I can only assume was roach bites. I don't know how the owners of this establishment think its ok to subject a paying customer to these type of conditions. We stayed in the hotel maybe 15 hrs total the whole weekend and it was $900. I made a formal complaint with choice hotels customer relations department and was given REF #8570294 I asked for a full refund even the amount paid in cash. They contacted the hotel directly with me on the phone and was told the manager would get back with me. A couple days later I received a BS email from Jay the General Manager, and nothing in it apologized or acknowledge what the state of the hotel is in, or how I paid for rooms with kitchenette and a/c and got neither. I responded directly to him and told him again I want a full refund. It has been almost 2 weeks and still nothing has been resolved.

We stayed at this place for 2 days. Rooms were nasty.Smelled bad. Air conditioner had duck tape on it. But what was worse is that the room had BED BUGS. The person on duty could have cared less. They switched our room but the new one was just as Grosse but without the bedbugs. It was late so we stayed. Contacted manager the next day he said we could have a free stay... Um, no way I wanted to stay there again. So he told us that the next time we were in town to come get half our money back. Needless to say we were in town again and called the manager. He said to come pick up the money. We drove an additional 1/2 hour out of our way to go get the money and he wasn't there. The manager on duty knew nothing about it, nor did she care. We asked her to call the manager but she wouldn't. We told her its a 2 hour drive for us to come back. She didn't care.. I will never go there again. Management is terrible, rooms are terrible and they have bedbugs... We had to throw our clothes away.

My name is Ken Buckland and I stayed at the Comfort Inn on Princess street in Kingston Ontario Canada from June 13th to June 15th 2016.
When I received my statement from my credit card I was way over charged.
When I called them they stated to me it was because of a smoking charge. They stated the maid smelled smoke in my room, and charge me a clean up rate.
When I talked with the lady, I told her that was impossible as my wife or myself smoke and she stated that maybe if I had the balcony door open maybe someone walking by was smoking and the smoke came in.
The is totally ridiculous.
I stayed there 3 days and no one said anything to me about smelling smoke at anytime. The only time I heard anything isn't until I received my bill from my credit card company.
I would like to be reimbursed for the clean cost asap.

Were traveling to a wedding last fall. Saw the bonus offer of a free night for two consecutive nights and since we were going to need two nights going each way it seemed like a good deal. We actually booked two rooms each night as there were two couples traveling together. There were some hiccups with the reservation system but I was able to get them resolved. The service at the hotels was reasonably good, we weren't unhappy with that. However, after we got home and I was able to check the status of our account I found that we were short points for the nights we had stayed. I called in and spent considerable time trying to work this through with "customer service". I also pointed out that they had not credited me for the bonus points which I was expecting. After a period of discussing the pitiful nature of their booking website and the fact that I was totally disgusted with the lack of service I was told that the points earned would be added and that the bonus points would also be awarded, although it might take a while for them to show. We weren't traveling through the winter so it slipped my mind to check our account. Low and behold, I logged in to verify our status as we are looking at traveling again this fall and I discovered that they never gave me the bonus points. I will be calling them to discuss this but I really doubt that I will have any success in getting these points honored. This will probably be my last bookings with Choice Hotels.

my wife and I stay at C.Inns whenever we can for their reliability. we recently stayed at Mackinaw Mi. and were quite upset w/the room we stayed in. There were ants every where and the shower water went from ice cold to scolding hot in seconds while we were showering. This is our first inn we have stayed at that we have had this problem. 6/30/16. a voucher for our next C. Inn stay would be appreciated. T and T Pulley confirmation #[protected]

June 10 - 11, 2016
I am so disgusted with that hotel, It was filthy, disgusting. There were guests in the "smoking" section" of the hotel smoking not just cigarettes but
Marijuana, can you believe it.

Also the hotel was under construction and was very noisey. The free breakfast was provided only 1 day instead of 2 (the duration of our stay).

This place is a magnet for the unfortunate. There were guest just coming to the eating area with dirty clothes and touching the food.

I would never recommend this hotel to a dog.

The date of the incident was [protected] and we booked a room at the Econo Lodge in Estes Park. We rented the room because we were told there was a pool and hot tub (obviously closed for years) and a nice property. This place was disgusting and no one should be forced to stay there. The tiles in the bathroom were cracked so it would pinch the bottom of your foot if you stepped on it wrong, the shower was so dirty I wouldn't let my kids bath in it, the carpet was filthy with no sign of a vacuum, the ceiling fan was so dirty we couldn't turn it on, there is no cable provided in the room (even though advertised) the toilet was filthy, no screen on the window (underneath was trash), cigarette butts everywhere and the place smelled like old mold. I have tried numerous times to upload the photos and it wont let me so I will be posting them on the review for Econo Lodge Estes Park.

I had a birthday party for my daughter and we stayed one night at Econolodge. I allowed her to invite some friends to come and hang out for a few hours and have been constantly harassed by the manager (I think his last name was Patel). Because there are more than four in my room, momentarily he felt the need to tell the teenage girls that if they do not leave, he is going to call the police and have them escorted out. Never again will I stay at Econolodge. These girls have been in the room the whole time, not being loud and we did not receive any calls from management.

I have booked a room via Choicehotels and received a payment confirmation email and noticed that the date was incorrect! Immediately contacted Choicehotels customer service and told that there was a mistake and asked them to fix it. They said that there was nothing they could do and that no changes were possible. After hours of arguing they finally agreed to do something, but said that I have to pay extra money for that kind of service. I'm absolutely disgusted with this site! All they need is money and they will never help you without extra cash!