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Choice Hotels International Customer Service Phone, Email, Contacts

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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3:14 am EDT
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Choice Hotels International invasion

To whom it may concern:

I would like to make a legitimate complaint out my stay/ experience at the Econo Lodge, located at 10936 Market Lane Rt. 13 South, Princess Anne, MD 21853. It was one the creepiest and very intimidating situations ever. The main desk employee/owner was pleasant, but the non-employee older man who apparently was related to the front desk employee, continued to stalk my every move. To the point were he deactivated my room card; stating I thought you were checking out. I stated, “ it is only 9am”?” Please reactivate it”- and so he did. Shortly after he barged into my room- stood there and then closed the door. Our TV was on and we were changing! What is this? UNBELIEVABLE! I reported this to the main desk and I will never, ever go to another choice hotel! I will be taking these matters into upper authority as this was an invasion of privacy to the highest degree.

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11:30 pm EDT
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Choice Hotels International incompetence or scam

On Friday May 13th we walked into Comfort Inn Palo Alto. We asked the Manager, Keith Gapol if there was availability for Sunday, Monday and Tuesday for a single King room. He stated Monday and Tuesday were booking up but there was availability. I again asked about Sunday and he said same thing as Mon. and Tues. I asked if we could book Sunday, Monday and Tuesday and his reply was affirmative. While he was booking he appeared distracted, I had to repeat my Phone # three times. He printed a confirmation and we left. When we returned on Sunday we were informed that not only did we not have a reservation for Sunday but we were charged approximately $200 for being a no show for Friday and Saturday. It is not so much about the money as it is the principle which I believe Keith Gapol and Choice Hotels lack. The confirmation that was printed was incorrect but we did not look at it until the Sunday when we went to check in. We did have a meeting with Keith Gapol but he stated he couldn't remember the conversation. He also stated that he had done this before and that is why he always prints a confirmation. After two days of negotiation with Keith Gapol, we had one night charge credited back to us but he continued to say that because he had printed us a confirmation, it was half our fault. Choice Hotels were not interested in our complaint. This is just a heads up for anybody checking into the Quality Inn or Comfort Inn Palo Alto because Keith Gapol is the manager of both.

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kgapol
95124, US
Sep 12, 2012 1:42 pm EDT

Please contact me regarding this complaint.

In regards to your complaint.

Our meeting was to come to a resolve between us because of your concern. As discussed in the meeting, I specifically remember creating this booking for you in person and at the time, confirming all the details and providing written details. The reason I specifically remember this booking stem through the complicated requests of availability inquiries. Because the request was complicated, I wanted to ensure the reservation was correct. I repeated the reservation and provided the printout confirmation. It is still several months and I still remember the interaction.

I also want to clarify that I never stated that I had done this before, rather we take reservations as our business and we provide printed confirmations in person when creating bookings (when asked, had this been done before, yes). I appreciate your view and understanding of the situation, but it is clear that your perception of the historical events do not match recorded events. In addition, our business includes maintaining written records and those records are not matching up when disagreed. I understand that your intention may have been different but the written record was provided at the time reservation with the clear results of the communication to indicate your reserved days.

Again, the credit of 1 night was a service extension because technically the liability was more. As agreed, the responsibility to check the printed confirmation would have been yours and the provided confirmation reflected the actual booking. Choice was concerned, as was I, and agreed with the resolve. At the conclusion of the meeting, the understanding and resolve was that there may have been an error when communicating the booking and we minimized the financial cost of that error.

You are more than welcome to publish anything you wish but I ask that you please remove my name from your complaint as my intent and extension to resolve the situation was an honest attempt to help. The tone and reflection and accusations of your complaint strikes directly against my character. I request that my name be removed from this complaint and any subsequent public communications. In all communications regarding this situation I have attempted to perform the most possible positive interactions. In addition, I attempt to provide the most positive interactions with all people, business or not. I ask again for you to remove my name as this attacks me personally although I attempted to help at every point. I am not Comfort Inn nor am I Choice and I am concerned with the defamation of my character.

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5:58 pm EDT
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Choice Hotels International drugs

We booked and paid for two nights in advance at this hotel. We stayed one night and asked for a refund for the following night because we felt unsafe. Rooms were not clean, possible bed bugs. smell of hash was disturbing in our non smoking room and along the corridors. Obvious drug dealings ongoing in front of the hotel staff. Do NOT stay here. The cost per night was $90 bucks ...Much safer better hotels in the area for a few dollars more. Managment were disrespectful and unsreasonable. We left after paying for the two nights refusing to stay there. They would not refund our money. We have pur lawyers sending a letter and police involement for drugs.

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Update by Ireland66
Jun 06, 2011 7:45 pm EDT

First of all it was $90 per night and the Hilton down the street charged $129. Drugs are illegal and if we do not feel safe then the right thing to do is to allow us to leave and refund our money. The could have rent out the room again as we left early afternoon. We paid for the night that we stayed. The client is always right ...

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8:48 pm EDT
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Choice Hotels International hotel overbooked

My husband and I booked a reservation at the Comfort Suites on September 14, 2010 for king suite @114.99 per night for arrival on August 26th and departure on August 28th of 2011 and received a confirmaiton. We are going to the NASCAR Bristol race, this is my husbands birthday present, so we booked well in advance (almost a year). On Sunday, May 22nd, the hotel decides to call me and tell me they are cancelling my reservation because they have overbooked the hotel by 50 rooms. At this point in time, being 3 months out from the event, there's not a hotel available within a decent radius. At this point in time, the hotel has stated that they WILL NOT honor the reservation no matter what - i've exhausted all options, even contacting corporate. Corporate says they can't make a hotel honor a reservation. I feel this is poor service and need help in getting it resolved.

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4:52 pm EDT
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Choice Hotels International horrible experience

My husband and I booked a non-smoking room with a king bed for three nights about four days in advance of our stay, through hotels.com. We chose this hotel over others we'd had good experiences with before because they emphasized an indoor pool. Upon arrival, we discovered the pool out of order (they were still de-winterizing it), we thought we could deal with that disappointment, but were then shown into a SMOKING room, which was unacceptable, and then a two full size bed non-smoking which was all they had apparently. After a 10 hour drive and hauling our luggage to several different rooms, we cancelled our reservation. The clerk was busy cleaning his or his pregnant girlfriend's car, and wasn't happy to be bothered. I left my number for the manager (not on site) to call and never heard anything. We won't be booking with any of this chain ever again!

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traveler2012
Brandon, US
Apr 25, 2012 10:04 pm EDT
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I have to say that I have only found one fairly decent Econo Lodge and that is in Ortonville, MN. Breakfast is nothing, but at least the rooms are clean, and the people are very nice there. Definitely don't stay at the one in West Liberty, IA. Just old and not nice and people are not the nicest.

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10:17 pm EDT
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Choice Hotels International bed bugs

I was visiting from out of state and I decided to stay at the econo lodge on 4/16/2011...when I checked in and was sleeping only to wake up bitten from my neck to lower. Back and half of my right arm and the light was on and the bugs were still crawling...even the ones with my blood in them adults and babies...I took pictures and call the front desk they changed my room to another room...it was 2am in the morning an me and my 8yr old daughter had to drag all my luggage and belongs to another room. Smh!that afternoon I checked out and asked for a refund and for which I paid for three nights and they only refund me for two nights which unfair...I plan on seeking a lawyer my itching swelling and pain is unbearable...my vacation has gone upside down and wilmington hotel has gave me a horrible experience...I don't recommend this hotel...

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7:51 pm EDT
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Choice Hotels International cancellation

I had made a reservation to stay there for sat 4-9-11 on 4-8-11 at 6 pm I called to ask to cancel or a credit for reschedule as my mother has a heart condition and was going with us to disney to celebrate my 8 yr olds birthday- when i came home she was experiencing severe chest pains and i had to attend to her and was calling 2 hrs too late to cancel-the manager michael was very rude and unsympathetic and i was charged anyway- did not make for a very happy birthday all the way around -between my mother, the hotel etc
is there anything you can do to help me out? please! thank you -Lisa Langworthy
I can be reached at [protected] or [protected]@yahoo.com

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7:53 pm EST
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Choice Hotels International rude service, cockroach

After driving over 12 straight hours my husband and I decided to stop for a few hours sleep at an Econolodge. The place was very clean and the evening girl was very helpful

We arrived at 5:30 in the morning, and when we checked in I asked the girl if we had until the upcoming 11 AM for check out, or if we had until the following 11 AM, and she said the following. So to clarify, I made sure she meant we had an extra 24 hours, and again she said yes. So we went to our room. I hopped in the shower while my husband ran to get some stuff from the car. When I got out of the shower there was a cockroach on the floor. I put a plastic cup over it to show my husband when he got in. He confirmed it was a cockroach, so we took it to the girl at the front desk. She offered to give us a new room, but I said that if there was a cockroach in one room she had them in the hotel, moving rooms wouldn't make a difference. Plus, it was 6 AM by now, and I just wanted to sleep. So, the girl said she would leave a note for the manager in the morning, and we speak with her before we left.

We woke up around 10:45 the next morning, and while my husband jumped in the shower I went to speak to the manager. I was "greeted" by a gentleman talking on his cellphone. He didn't seem to care that I was there at all. I had to ask for the manager 3 times before he grudgingly hung up his phone to rudely tell me there wasn't a manager available and to ask what I wanted. I explained the cockroach from the evening before and he said there was nothing they could do. He then proceeded to tell me we had to leave immediately because it was check out time. I told him that the evening staff had advised us we still had an extra 24 hours, at which point he began yelling at me telling me I was wrong. I calmly tried to tell him that I wasn't mad at him, but that he needed to let the overnight staff know that wasn't their policy. He continued to yell at me, so I walked away telling him I would be in contact with his manager.

As we were leaving he asked if I wanted a receipt. I said yes, and that I wanted his name on it. I had to ask him 3 times to write the name down before he rudely and sloppily wrote it down for me. I took a business card and we left. I then called the Econolodge customer service where I spoke to a very helpful gentleman who told me that A) There should not have been a cockroach in my room. B) It is their company policy to always have a manager on duty. C) I should not have been yelled at or treated rudely in any way. And D) Our check out time should have been the following day, as that is how we had been checked in the evening before. He said he wasn't able to extend a refund, but that the hotel had 72 hours to get back to me. Later that day I received a call from an employee saying the manager was on duty and that she would be back early the following week. I told her I was on vacation without access to my e-mail and asked if she could note that I would prefer a call and that she was welcome to leave voicemail as I would check it.

So early the following week came and went with no call. I decided I would call them back when I got back home. Well Monday (yesterday) I checked my E-Mail and what do you know? She sent me a short email saying,

"I am deeply concerned in regards to your experience at the Econo Lodge. However our records indicate that you checked in at 5:28 am, our check out time before 7:00am is 11am. We do offer an extended check out time up to 2pm. We can not issue a full refund at this time, this is our motel policy at the Econo Lodge. I apologize for any inconvenience that you may have experienced and we invite you and your family to use us in the future for any of your lodging needs."

Well she completely missed the main point of my problem. So I sent her an email back stating all the details of our stay. And today I wake up to a SECOND charge on my bank account for the cost of the room! I called the hotel to speak to the manager and was told that I was wrong and that she had done all she could. I told her in no way would I pay again for a room I shouldn't have paid for in the first place. I told her I could send her a copy of my bank statement, to which she replied that she could send me a copy of her paperwork and we would both think we were right. I again emphasized that I refused to pay for the room again, and emailed her a copy of my bank statement. I am still waiting on a response, but I am so upset about all this has caused me that I felt compelled to share.

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6:11 pm EST
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Choice Hotels International cancellation policy

I booked a room with EconoLodge 2458 N. Central Expressway, Richardson, TX 75080, scheduled to check in on Feb 5, 2011, due to the weather in my city, I wasn't able to make the trip... being that there was bad weather there in TX they should have understood flight cancellations &/or unsafe traveling conditions... I called Fri & spook w/ cleark at front desk he said they haven't laxed the cancellation policy, I explained the situation he was like he can't do anything & refused to give me the # to the corporate office. I called at least 4 times on Sat, no one ever picked up... called about 5 mins ago & same guy states sorry no change in cancellation policy there's nothing I can do, still refusing to give me the # to the corporate office... poor business

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7:08 pm EDT
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Choice Hotels International multiple unauthorized charges, rude customer service

BEWARE of this hotel. After paying for two nights in Memphis, my boyfriend and I went to Beale Street our second night and our debit card was rejected, stating that we had reached our withdrawal limit for the day of $1, 000.00, which was NOT right. Sure enough, after consulting our bank account, the EconoLodge we were staying at had charged our card FOUR separate times in the same night. This was nearly an $880.00 unauthorized charge made by Econolodge in the course of a single day. My boyfriend called the front desk instanty and they had no clue on how to handle the situation (REFUND OUR MONEY? you took it out, you can put it back in!), they were rude, and acted as if WE had our information wrong. After nearly an hour of discussing the matter and being on hold, my boyfriend finally reached someone who assured us the situation was resolved. Low and behold, once back in Arkansas, our account HAD NOT been refunded. My boyfriend spent hours on hold trying to find someone who knew what the heck they were doing, while Choice Hotels held on to over $800.00 of our money for a $200.00 hotel stay. Finally, he reached someone who assured him the matter would be investigated and resolved within 72 hours. Wow, thats fast...Not. The next day my boyfriend received 3 calls while at work, an environment in which he cannot answer his phone, and was left a hateful voicemail by a customer service rep who not only got his last name entirely wrong, but declared that if he did not call back at once the matter would not be resolved. He called the next day, and they asked for personal bank information while he was sitting in his office, etc, etc, I cannot begin to describe the rudeness and unprofessionalism and waste of our time! Finally we were told the money would be credited back within 48 hrs. We shall see. In the meantime, we requested a free night, and were DENIED! They were nice enough to refund our $20.00 parking pass...thanks a million, EconoLodge. Not only this, but we were underwhelmed by our stay and the overall condition of the hotel. The downtown Memphis hotel is dirty, outdated, has an unfriendly and slow staff, and the best part was the cleaning lady opened the door on us after knocking once at 9 am the second day of our two night stay. Then she never came back, and rudely told US we should have put a do not disturb sign on the door when we saw her in the hallway. The rooms were dirty, and you could hear everything going on in the next room. WE WILL NEVER STAY AT A CHOICE HOTEL AGAIN!

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Very disrespected
Kaysville, US
Jun 03, 2016 8:31 am EDT

Worst manager ever! Would not return any of my 8 phone calls or email me. I had paid for two nights but one stayed one. I was trying to get my money back for the second night but they just kept giving me the run around and wouldn't take me seriously. They were very disrespectful. I would never stay there again.

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The Travel Defender
Saint Petersburg, US
Jun 03, 2016 8:31 am EDT
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I want to introduce myself and explain why I am sending you this message. My name is Chad Bruce I am a Protection Agent with The Travel Defender. I help people who have had issues with travel vendors get their issue resolved and put in to the lap of the right person, generally this would be the President/CEO of the travel vendor or the Guest Services Manager. Please feel free to visit our website at www.thetraveldefender.com or call us 24 hours a day for free at 1-855-4-HELP-70. I look forward to helping you get this issue resolved.

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Choice Hotels International - customer service

Stay was horrible. After we checked in we went up the room to check it out. There were outlets hanging out of the wall, the handles for the drawers were broken off, the window in the bathroom was off track. Ok, no biggie for JUST one night. We went about our business and did what we had to do and came back later on. We then went to use the pool. The pool...

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Choice Hotels International infested with bed bugs

Checked in on Saturday 9/11/2010 at 1130 AM, by midnight my son was asleep and when I looked at him a saw a gug on him. Immediately I grabbed it and when I did I saw several more on the sheets. After examining them I was able to recognize that they were bed bugs. I pulled back the sheets and saw 15-20 more running around on the mattress. Needless to say we went to the front desk to make a complaint, which they refused to do anything or act concerned whats so ever. I am calling the Health Department on them.

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7:12 am EDT
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Choice Hotels International sexual and verbal harasment

My name is Jennifer Crosby and I used to be an employee at the Cottage Grove, Oregon Comfort Inn. I was verbally harassed everyday by Bikrimjit Singh who is the General manager. He would tell me I had no common sense, Make sexual remarks to me, offer to buy me alcohol even though I am 21, yell at me in front of guests telling me I have no idea about anything and that he should just fire me. I would cry everyday before I went to work and when I got off and into my car. The management would threaten to fire me every week. I put up with it for so long cause I needed a job, and where I come from there are not many jobs. One time he walked up to me while I was stalking cups and he came up to me with an erection and told me not to rent out room 236 cause he would be busy up there. He would walk by my house and yell the time I worked the next day when I was outside, then when I got to work the next day make rude remarks and question why I was drinking a beer on my own property. After that he would call me a drunk at work when I was on the clock. I do not approve of it and neither did my family. I talked to former co-workers and they have wrote me letters telling me what he and the rest of the management would do to them. I will send the letter if you would like. After just a few months I put my 2 weeks in and they never gave me my check after I put my 2 weeks in. I have had to see 2 different doctors about how my anxiety has increased to extreme highs and am taking new medication for it. Three other women and I are have hired and spoke with an attorney about these recurring problem. If you need any information please feel free to contact me [protected].

Jennifer Crosby

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Wine Is Good
, US
Jun 30, 2016 8:06 am EDT

You spoke with an attorney...and what? If you are filing a suit, the last thing you need to be doing is posting it on the internet.

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1:14 pm EDT
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Choice Hotels International harassment

We were staying @ the econolodge in Plantsville CT, my daughter arived earlier than we did, THe person behind the counter was flirting with her and INSITSED that he carry up her bags for her, when they got into the room, I was told that the employie "fentyl" tried to kiss my daughter. She said no and pulled away. He threw her on the bed. He continued to kiss her. Thank go he did not rape her or hit her. But he did say that all american girls are sluts and that he can have sex with them all the time, . SHe left the room and stayed with her Best friend for the night, WOuldnt you bellieve, This guy knocke don that door. They woudlnt let him in, he however used the master card to unlock the door but they had the bolt on the door. WHen she finaly told me when happend, we were already in chicago and i coudl not confront him. This is UNEXCEPTABLE. I WANT SOMETHING DONE TO THIS MAN OR I WILL DO IT MYSELF. It is not fair to my daulghter...she held a certain level of trust with these people that is non-existant at this point. WE may have to take her to therapy. If this is the case, I will have to sue you. I think it woudl ne in all of our best interest if you terminate this employee because if he does this with my daughter, he must have done it before and will continue to do it. BTW I almost forgot, he offered her money. Like I said, unexceptable... I can not be the only person who has filed a coplaint about this guy. Plz take care of this. I am asking you as a proffesional, please. I am hurt and mad. I dont want to go to jail for ringing his neck...but this is my 14 yo daughter.

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poora91
Newark, US
Apr 17, 2011 11:16 pm EDT

Call the Police! Or do what any respectable American dad should do... make the trip back, and beat some ###. simple huh?
What good has posting this crime on here done for you so far? Do something about it.

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11:29 am EDT
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Choice Hotels International deceptive advertising

Choice Priviliges is a hotel rewards program that promised a free night stay if you stayed at one of their member hotels for 2 nights. My wife and I took them up on the offer but we have never been allowed to use the free stay.
After repeated phone calls over a number of months, we have been told the hotels we want to stay at require more points than we earned with our stays. "Points" were never mentioned in the ad that enticed us. Even after staying one more night in one of their very dirty and run-down Comfort Inns in Petaluma, CA, we were told we still do not have enough points for a free stay.
I asked for a list of hotels that we did have enough points for and was told they don't have such a list, that I would have to go through hotel by hotel for my request to figure out which hotels would qualify.
Lesson: Do not trust Choice Priviliges advertisements and don't fall for gimmicks

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Sidnee Robison
, US
Jul 01, 2017 10:53 pm EDT

I have been a Choice Hotels Member since 2005, I never had any problems redeeming my points for a free nights stay until this year. I have gone on the web site trying to book one free night and when you enter destination, date of arrival, , date checking out then click on redeem free night they all say sold out but if you click on every day rates or AAA rates then they all have lots of rooms. I don't know what has happened but I will not ever book with them again. I hope there is a class action and soon !

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Beverly A. Hardoby
,
Jul 07, 2008 8:49 am EDT

I have been trying to redeem my points for something other than a hotel stay. Is that possible, or do you only redem for hotel reservations? I would like some food certificates.

Beverly Hardoby

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Darbee
Detroit, US
Apr 10, 2015 8:42 pm EDT

This company is full of crap with their "free night" offers. If there is a class action law suit in the makings...please count me in.

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Is this a scam?
Houston, US
Feb 28, 2015 11:18 am EST
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I joined Choice Privileges while an extended stay at Comfort Inn for work. First, I was issued a card with someone elses member number. It took several months to clear that up with a complete new membership. They could not transfer all my points. I tried to get my triple points and could not during the promotion, even though they said I qualified. In all I was able to get 81, 000 points and decided to redeem for Best Buy gift cards. I was told I should see the cards in 2 - 4 weeks. The weeks passed and no cards. I called into Choice Privileges and was told they went out on January 16, 2015 and to calll back after six weeks if no cards. I called in and they escalated an investigation and I would get a call in a few days.. No call. I called back and was told it is being investigated and I should receive a call in ten days. When I called back to get status of investigation, I was treated horribly by the support and asked to speak to manager. Manager got on phone and just started dictating they were not responsible, but could as a "one time courtesy" place the points back on my account - as if it was my fault. What good are points if you can't use them? Is this a scam?

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hughes7094
brownsburg, US
Aug 20, 2013 12:30 pm EDT

I ran into the same thing! Called and was told I made the same mistake as others and he would go ahead a provide a courtesy night free. When we showed up, no such luck. I was also told the new promotion for free gas with two stays should be done at the hotel we stayed at. They knew nothing about it and when I called, the lady said some hotels sis not have the information. This is good policy? Hotels were not all that great anyway. I told them I would find someone to do business with the had a little more pride in their work. Asked to speak to a supervisor and was hung up on once and the second time told supervisors could not do anything either. Would highly recommend working with someone else, unless you just want a place to stay without any promotions. They could be much more honest about it.

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Samue
, US
May 30, 2013 11:08 pm EDT

Why can't we make a law suit for deception. I think but I am not sure that you cannot deceive people even if it is in the fine print.

In my case, I was told by a representative that I only needed to make an account online but later I learned that I need to register for the actual promotion after creating an account. I was going for the gift card.

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Not happy puppy
, CA
May 22, 2013 1:34 pm EDT

That is nothing, if you do not register before you book EACH time they run the same promotion they do not give you your points. You are suppose to guess that you have to re register . They run identical programs but you must figure out they are different ones. Choice privilege is to be taken with carefull consideration There are many hotel chains that have great loyalty programs . I will check them out now.

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Chubb
Frankfort, US
Aug 04, 2012 6:02 am EDT

My wife and I have had the sme experience as the other customers. I could not add to the comments, because you said it so accurately.
Dave and Elaine

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sgates
West Chester, US
Aug 02, 2012 4:45 am EDT

We have had a similar experience with getting a $50 gas card after a stay of two nights this summer. We were told that the hotel we had stayed at was not included in the offer, even though the original ad did not mention exceptions. We will no longer stay at any Choice hotels as long as we live. We feel angry and betrayed.

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DWF88
Trussville, US
Nov 02, 2010 10:28 pm EDT

My wife and I were told if we stayed 2 nites we would get one free night. We have stayed 6 nights at high end Comfort Inns and have just been told we don't have enough points to stay at a flea bag Comfort Inn in Ft Smith AK. We would have to stay about 30 times to have enough points to stay at one of the hotals we have been staying at. Class Action Time.

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Choice Hotels International horrible hotel stay

My wife and I stayed at Cambria Suites in Dania Beach Florida. When I state that we thought we were in a 3rd class country, I am not exaggerating.

When I made reservation arrangements, Kamal at the front desk stated that the hotel was a 5 Star property. Although the hotel is nice, at best is a three star.

He also said that because the occupancy rate was high, he would offer the room to us because he considered our stay to be long term, 6 days. However, because he was oversold on rooms, he said that if we check out prior to the 6th day, we would be responsible for all 6 days. At that time I didn't think much about his claim.

Here is what occurred:

On Friday, Saturday, Sunday and Monday there was not hot water. Each day I had to call about not having hot water for a shower.

The few days we could use the pool we could not stay poolside. A truck pulled into the hotel parking lot towing a large power washer which was used to wash cars. This went on for 3 hours. The din was so loud, we were forced to leave the pool area.

We went to the pool area for towels and there were none. The manager happened to pass by and said that he would return with towels. He never returned and we had to return to the room to dry off.

At 10:00 PM, a bus was idling near the front entrance of the hotel. The noise and fumes woke us up. I called the front desk to ask why the bus was idling. The girl at the front desk said she would check into this. After another hour, I called the front desk again because the bus was still idling. Again, she said she would check into this. A half-hour later the bus moved to the driveway.

During the three days we spent poolside, I noticed that the pool and jacuzzi filters never ran. However, on February 22nd, the board of health was inspecting the hotel, the pool was temporarily closed while they completed their inspection. This was the first time that the pool filters were operating.

Because of a medical condition, I have a prescription for a narcotic pain killer. I packed 7 tablets and didn't have to use any of them. When I returned home there were only 3 in the bottle. I can't prove that the maid stole them but I have no other explanation for them being missing.

Their $8. breakfast buffet was average for a resort hotel. But we elected not to participate because I felt that they fell far short of what is considered to be basic food service health concerns. No sneeze bar, food temperatures were questionable, and tinted green scrambled eggs indicated that the eggs were not fresh.

On Saturday of our horrific stay, our room key card which permit access to the pool, door entrances, gym and outside doors would not function. We had to walk around the perimeter of the hotel to the front entrance. The front desk said that either their card readers were malfunctioning or an employee invalidated our key cards.

We would have left after two days if we could, but then we would have been charged for the entire 6 days.

I submitted a complaint form and recieved an e-mail that I would be contacted by customer service within 24 hours. I waited. After TWO weeks, I called customer service. They offered us a reduction of two nights stay. When Chris from customer service asked if this was acceptable, I said no. I wanted to be reimbursed 50% of our hotel bill and also wanted a 6 night comp at a Choice Hotel.

Bottom line after REPEATED, REPEATED phone calls and e-mails and 2 e-mails sent to Kevin Lewis, CEO of Premier Division (?) which were not responded to I was able to recieve a 50% reduction of our hotel bill. Corporate office said that they would not offer the 6 night comp to compensate us for the grief and aggrivation of our 6 night FORCED "imprisonment" at the Cambria Suites Hotel.

I thought that my request for the comp and reimburserment was reasonable considering that if we could have left after the second day, we would have but could not afford to be billed for 4 nights and then find another hotel and pay for another 4 nights.

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Choice Hotels International bad customer relations dept

there customer relations, and mangers are far from being good. they don’t care about there customers. My stay was horrible, when I complained about it, they offered me reward points? why in the world would I want to stay at that hotel chain. As far as Im coinsured I believe they should be shut down. my issue was not even solved. they seamed to think they can get away with anything. I have read a lot of complaints from this hotel chain. And I would not ever suggest ANYONE to stay there. so in that note, I hope this company can fix there issues with there staff. so no one has to go threw a bunch of crap to get no where!

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Lynn Anne
, US
Jun 17, 2017 6:44 pm EDT

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Lynn Gonzalez to customer_service
6:49PMShow Details
Hi, I just want to say that your company is very disrespectful and very unprofessional. My Mother booked two rooms at your Ledgewood, NJ location for my sons graduation. Due to my step-father having 4 strokes and a heart attack they were not able to attend. She called a week in advance to cancel the rooms and told that was not possible are you kidding me..how unprofessional is that and on top of that won't refund her money. Not only does she not work but now because of my step fathers medical condition he's not able to work either. How can a company be so heartless in a situation like that seriously. She also sent proof from that hospital to show she was being honest about he situation..I hope somebody can help accommodate my Mother and give her some piece of mind. I don't think it's fair and my mother should feel punished because her husband had strokes and a heart attack and on top of that she lost her money..and above all that missing her grandsons graduation. So again if someone could help me help her out right now would mean a lot. Sorry if I seem harsh..but really showing someone compassion dealing with all this..something should have been worked out for not having to email this kind of letter to begin with.
Lynn Gonzalez
I can be reached at [protected] or Lina142@aol.com if you need more information

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Irene Ingle
, US
Jul 28, 2016 9:19 am EDT

On July 1 we had to spent the night in as ER at Panama City, Fla. We were released at 5am the next morning. We had made the reservation at Quality Inn at 428 W Hwy 98 in Panama for the 2nd. about 1 hour before being released. My sister decided to go home to Hilliard to be closer to her family and doctor there. We called and cancelled immediately. We received only $50.00 back of the $211.84 one night stay! I think we should have gotten the entire amount back since we cancelled in plenty of time, secondly we would have had to wait until the room had been cleaned! I ask that you reconsider this and refund my entire amount since we didn't even drive on the parking lot! Thank you very much for your consideration in this matter!

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Choice Hotels International double charged

I traveled to EconoLodge (OH430) in Worthington, OH for a high school wrestling tournament on 3/5/09. Two rooms were reserved by the team coordinator. Upon check in, I requested to reserve my own room as the motel was empty and I wished to use my AAA discount. The clerk assured me I had the lowest rate available--lower than the AAA rate. Upon check out, I was amazed to see that my VISA had been charge double the nightly room rate and more than double the AAA rate. The clerk would not give me her name or a room receipt. She would only write her initials ("BR") on my VISA receipt. I have contacted customer service to no avail. I received a form letter apology by email addressed to "Dear ___." In the letter, the general manager, Bob Patel, said it would not happen with future customers. I also received $50 in Econoldge coupons which I have no use for.

I would like to be reimbursed for the $100 for which I was deliberately overcharged.

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Choice Hotels International billing

My wife and I stayed at this motel on July 28, 2009 for 1 night. I requested a smoking room upon check-in and the desk clerk said it was so.
When I got home the next day, I had a message on my phone that they were charging my card $175 for smoking in a non-smoking room. My wife attempted to contact the manager, but never could. She then contacted the corporate office and they assured us there would be NO charges.
On January 1, 2010, I checked my bank balance and guess what? They charged my card $175 on December 31, 2009! My wife called the motel and talked to the desk clerk who was very rude to her and told her there would be no refund. When my wife asked to talk to the manager, she was told that he was in and out and not there at a set time. I doubt that the message will be relayed.
I have contacted the Better Business Bureau of New Mexico and made a complaint. We will see what happens from here.
I would not recommend this hotel to anyone traveling through Albuquerque. I would hate to see anyone else get ripped off.
Stanley Morris, Las Vegas, NM

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wendy510
Castro Valley, US
Oct 02, 2010 9:47 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

same thing with us different city same hotel we had non smoking and smoked outside and were charged 150.00 said the room smelled like smoke when actually they seen us smoking outdoors which was allowed we had children with us and would never have smoked indoors good luck hope we get our money back also

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Choice Hotels International tried to charge a surprise pet fee

I booked a hotel room in a Comfort Inn hotel in which I've stayed before, on choicehotels.com. The "fine print" room description did not read, "no pets allowed." The hotel accepts pets and on its website, at the time I booked, it listed no pet fees. I typed in the Special Requests section that I would need a pet room and was bringing two small dogs. When I checked in the computers were down. Whatever... I got checked in. The room was very nice. I've stayed there several times before in their pet rooms. The next morning when I went to check out, there was a large, rather unfriendly office manager, Victor (Richards, I think, was his last name) behind the counter. He gave me my invoice to sign and I noticed a $25 pet fee on it. I refused to sign it or pay the pet fee, because it wasn't indicated on the website and I've never had to pay a pet fee at that hotel before. He said it was their new policy. I said you can't spring a new policy on me like that, I didn't book expecting to pay a pet fee. He handed me a hotel business card and told me to call the manager on Monday (this was Saturday morning). I said no and asked him to call his manager right then. He did, on a cell phone (his own? the company's? who knows). Right in front of me, in a "long suffering" unfriendly tone of voice, he told the manager he had a customer who didn't want to pay the pet fee, and then he said, "I explained that to her." He handed me the phone to talk to the general manager, Neelam Patel, who tried to argue with me. The phone reception was lousy and I couldn't even hear half of what she said, but she tried to explain their cleaning process and the new policy, etc., etc., blah blah blah. I insisted on her authorizing the removal of the pet fee from my bill, and she finally agreed to do so. But she kept speaking to me in an argumentative tone! Finally, I said, "Could you please tell Victor here to take off the pet fee?" And she finally said yes so I handed the phone back to him and he printed me out a new bill without the fee. After all that, Victor had the nerve to tell me it would probably take a month for the website to be updated and he hoped to see me again. I told him I would not be staying there again. When I got home my stay wasn't listed on my account, so I feared I'd have a hassle getting my points credited, but they finally, several days later, came through and I saw the listing of my stay.

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