ComplaintsforChoice Hotels International

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/4 late at night I used their online program to book a hotel three states away for a last minute trip to check in the following day (check in 8/5 check out 8/6) however when I got the confirmation email it was for check in the night of 8/4. Upon calling to try and rectify the situation they said there was absolutely nothing that could be done about their commuter error, leaving me my wife and toddler stranded in Louisiana with no place to stay. tried choice for the first time and never use this again.

  Business response

  08/23/2023

  Dear *****,
  
  We understand where the frustration lies in this situation. We regret to hear you went through that experience.
  
  My team and I want to look into this, so please send us the hotel address.
  
  In addition, please note the phone number you sent us is not the one on file, so please send us alternative ones to proceed. Also, please include your complete mailing address. We appreciate your cooperation.
  
  *****
  Social Media Team
  ***************************************************************: ************
  CC: ********
  *Share your experience on social media by tagging us @ChoiceHotels*

  Customer response

  08/24/2023

  Since making this complaint the business has contacted me and was able to refund me for the incident and allow me to get another hotel for the evening. Although it was a long process I appreciate the business solving the problem and not leaving be stranded in Louisiana. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I stayed at two Choice Hotels and as part of a Choice Rewards promotion earned a $50 ****** gift certificate. On June 30th I had to call to get the certificate and was told that 8000 points would be deducted from my account and the card would be physically mailed to me. To date the card has not been received. I called their customer service center and was given a USPS tracking number, however it was an invalid number, I called customer service again and was told it was a valid number and to call the post office, not them. The tracking number provided was ********. My rewards account number is *******. They are very unprofessional dumping it on me to check on with invalid information. It is their program, it is their job to look into this and make it right. I honestly feel this is fraudulent and am considering filing a complaint as well with our state AG.

  Customer response

  08/23/2023

  Hello:  I did finally receive the gift card last week, nearly 2 months after my stay.  It wasn't postmarked and no explanation letter was included, just the card so this is effectively resolved, however, I am not happy with the responses I was given to my original inquiries by Choice Hotels.

  Business response

  08/23/2023

  Dear *****, 
  
  We understand the importance of receiving the gift card and taking advantage of our promotions. We are saddened to hear that you did not receive the promotional gift card in the mail. Kindly note that, due to the inconvenience and as a one-time courtesy, we have returned the 8,000 points to the account for future use. Note that  Choice Hotels is not responsible for missing or stolen gift cards. To see the points, you can access the account online at www.choicehotels or Mobile. 
  
  We appreciate your patience and understanding in this matter. We hope you have a wonderful day.
  
  Regards,
  ********
  Social Media Team
  ***************************************************************: ************
  CID: ********

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 13, I made a reservation with Choice Hotels. I inquired about whether I had enough points for a free night. I was informed that they would sell me points to stay at the Comfort Suites, **** *** ***** ****, Alexandria, La They said I could cancel the reservation by June 18 and receive my refund of $51.30. I cancelled the reservation on June 14, but they refuse to refund my money. I have called several times without satisfaction. The number I have called is ************.

  Business response

  08/17/2023

  Hello, *********
  
  It sincerely saddens us the inconvenience this misunderstanding has caused, as we comprehend money is always a pressing matter. After a thorough review of the information and the procedures followed by our agent, we have concluded that our agent followed the established procedures correctly since our representative mentioned the points purchase is a non-refundable transaction; however, you could cancel the reservation any time before June 18th any time before 4:00 PM local hotel time and receive your points back. Rest assured that we've recorded this data to prevent this issue from happening again.
  
  In addition, we discovered a second possible account under your name, and we'd like to ensure it belongs to you, so we kindly ask you to share all possible email addresses through this channel, or you may contact us via social media to merge this account.
  
  ********
  Choice Hotels International
  CID: ********

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the ************* ********Hotel from 7/25/22-6/10/23 and only received 24,000 rewards points for it. Towards the beginning of my stay, I talked to the front desk clerk and she ensured me I would receive all my rewards points for the 11 months when I check out. I even specified that I was concerned because this length of stay would be a LOT of points. When I noticed I didn't get it I called and they said they couldn't help because due to their new policy they don't give points for extended stay. I was not notified about this policy when I inquired about it. I should have received 550,000 points according to what I was told. I've called their corporate number multiple times and every time they admit their mistake but say they can't fix it and they tried offering me 7,000 points for me to say my claim is resolved. I need my 550,000 missing rewards points added to my account

  Business response

  08/17/2023

  Hello, ********.
  
  We certainly understand this situation has been frustrating for you since you have stayed 320 nights at our property, and the outcome expected was different. Kindly note this policy is public on our website, stating members earn 10 points per $1 spent before taxes for the first six days, and for extended stays of 7 nights or more, you will earn 5 points. Also, earning rewards at Extended Stay is capped at 30 nights, and no points are earned for nights 31+. Therefore, we encourage you to visit **************************************************************************************************************************** and select "Earning points" - "Earning points at extended-stay brands" to learn more about our rewards program. Nevertheless, we'll bring your comments to the attention of the appropriate parties at Choice Hotels to prevent this issue from happening again since our valued guests should receive accurate information about our program.
  
  On the other hand, since the 7,000 points offered by our representatives were not reasonable, we credited 16,000 points to the account as a gesture of goodwill since your loyalty is appreciated. We also updated your address to ********************************************************************, for you to have this information updated. Choice Hotels sincerely regrets any inconvenience it has caused.
  
  ********
  Choice Hotels International
  CID: ********

  Customer response

  08/23/2023

  I do not accept the 16,000 points when I should have received 550,000. It doesn't matter what the website says about the policy. A choice hotel employee gave me incorrect information and said I would be earning points for the whole 11 months stay. I shouldn't have to second guess what YOUR employee tells me and go behind their back to read the policy on the website to make sure they're not giving me incorrect info. If an employee of a company tells me the policy incorrectly, how am I supposed to know that it might not be the right info??? If I would have been given the correct info to begin with, I would have stayed in another hotel from the beginning. One that actually gives their loyal customers points for the full stay and doesn't cap it at 30 days..... this is absolutely unacceptable!!
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******** ****
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I booked an award stay with ******** Hotels Americas on June 20, 2023 for a hotel stay with a check-in date of July 28, 2023. I attempted to cancel the reservation which should entitle me to a full refund of all the hotel points as I am cancelling before the cancellation deadline. When attempting to cancel online a prompt came up telling me to call customer service. I called and they are staying that because ******** is in the process of integrating into Choice Hotels they cannot help me cancel. I am simple seeking to cancel my reservation and receive a refund of my award points as were the terms of my hotel reservation booking.

  Business response

  08/17/2023

  Dear *****,
  
  Your dissatisfaction regarding this cancelation issue is understandable, as it involves your hard-earned points. Upon reviewing your account, we noticed your reservation for July 28th was canceled, and the rewards went to your Choice Privileges account, and we also provided additional points as a courtesy. Therefore, we encourage you to verify this information by accessing your online profile through our website, www.choicehotels.com, or mobile app. If you have further questions, please reach out to us.
  
  Nehemiah
  Choice Hotels International
  CID: ********

  Customer response

  08/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made two reservations with Choice Hotels for hotels in Denmark. The first one was the Comfort Hotel in Kastrup, DK, check-in June 7, 2023, and check-out June 8, 2023, Confirmation #********, which I paid $280.38. The second one was the Comfort Hotel Vesterbro in **************, check-in June 18, 2023, and check-out June 22, 2023, Confirmation #********, which I paid $1,204.54. I have been a Choice Privilege member since 2006 and I am currently a Diamond member which gets 15 points for every $1 spent. My Choice Privilege number is MXB25243. Both times I made these reservations they said I was eligible for points. I also called when I got to Denmark and they told me I was eligible for points. After making several calls when I got back to Customer Service they said they don't give points in Denmark and only gave me 8,000 points for the "inconvenience". I was supposed to get 22,260 points. This complaint is requesting that I get the additional 14,260 points that I am entitled to and was assured when I made the reservations.

  Business response

  08/17/2023

  Dear *******,
  
  My team can understand your concern and dissatisfaction, as points are always significant for our valued guests, mainly because they represent money. So, it's sincerely disappointing all the frustrations this situation has caused you. 
  
  Allow us to mention that you can earn Choice Privileges points for any point-eligible stay at any participating Cambria® Hotel, Clarion®, Clarion Point®, Comfort Inn®, Comfort Suites®, Econo Lodge®, Everhome®, MainStay Suites®, Quality®, Rodeway Inn®, Sleep Inn®, Suburban Extended Stay Hotel®, and Ascend Hotel Collection® location, in the U.S., Canada, Europe (excluding Denmark, Estonia, Finland, Iceland, Latvia, Lithuania, Norway and Sweden), the Middle East, Mexico, Brazil, Ecuador, Colombia, Guyana, Central America, the Caribbean, and Asia-Pacific region including China, Japan, Thailand, Malaysia, and India. Based on this, the stays completed in Denmark properties are not point-eligible. You can check this information in our Rules and Regulations at ****************************************************************************************************************************************;
  
  However, as a gesture of Goodwill and a one-time exception, I've added the 14,260 points to your account. For future reference, please consider all non-eligible locations to avoid inconveniences. Rest assured that we have noted this situation in our permanent records and shared this information with the appropriate parties for further review. Regards.
  
  ***
  Choice Hotels International
  CID ********

  Customer response

  08/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a choice privilege rewards member since 2006. I travel occasionally for continuing education classes this year. I thought it would be good to buy points for this years class, so my hotel would be taken care of. I purchased enough points for 5 nights. When booking my stay they told me I only had enough for 3 nights! When I had paid $742! Which is double the coast of just paying out right at the hotel! This is fraud and should be known that they are ripping people off. Because they sell you that it will save you money. When it really coast double. Never again.

  Customer response

  08/08/2023

  To whom it may concern
  I figured that there would be no response from this company. I have tried to resolve this matter many times with them with no response.

  I decided to use what points I purchased and take my loss so I made reservations to stay at a choice privilege hotel weeks prior to my arrival. Once I arrived late in the night, the hotel told me that they had overbooked and did not have a room for me! The hotel nor choice privileges could help me find a room. So I was stranded with my family to figure it out on my own, and was unable to use my choice privileges points that I had purchased! so not only did I paid $750 for a three night stay which is ridiculously overpriced. I was unable to use them at all.

  Business response

  08/29/2023

  Hello, *****. It saddens us to learn about the problems recently experienced with our rewards program since we recognize their importance to our valued customers. Furthermore, it's crucial to clarify the rates for points purchase transactions are not connected with the usual nightly rates established by the properties. Also, please be advised the average free nights at our hotels go from 8,000 to 35,000 points (depending on the location, season, arrival date, any special event happening in the area, and excluding ********** hotels). In addition, we must mention our system does not allow us to process refunds once the points purchase is complete and they are showing up on the guest profile. However, we added 8,000 points to your Choice Privileges account to appreciate your loyalty to our program and your patience in dealing with this matter. Please note your comments won't go unnoticed since we have duly documented them under case ID #********. Therefore, the appropriate parties will strongly consider them for future reference. Thank you for the second chance to make things right for you.
  
  ******
  Customer Care
  ********

  Customer response

  09/05/2023

  Thank you for at least listening and trying to rectify my complaint. Although it is months later. It does help Hopefully this can make it better for others in the future. 
  *****

  Customer response

  09/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********  
  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I made a reservation ******** at Comfort Suites in Vestal NY for one night for Sunday, June 25 using reward points. On Thursday, June 22 I tested positive so I called Comfort Suites & they told me they transferred my reservation to another hotel, quality inn & suites without my knowledge. I called the Quality Inn & Suites and they told me the transferred reservation number is ********* and cancelled my reservation number *********. However, later that day I still see in the account that the reservation is confirmed & the reward points were not credited back to the account. Again, I called both hotels and the transferred hotel assured me that my reservation was cancelled and the points would be credited back to the account. However, today 6/24 I still have not received the points back in the account. I called customer service and they said I can't get my points back even though I cancelled the reservation. I don't understand how a hotel can just send you to another hotel and not give you the option to cancel your reservation if you don't want to stay at a hotel that you never booked.

  Customer response

  07/05/2023

  ---------- Forwarded message ---------
  From: * * <*********************>
  Date: Mon, Jul 3, 2023 at 3:31 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  

  Hi! The hotel refunded my points
  Please close this complaint with satisfied with outcome.
  
  Sent from my ******

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There is a promotion for 5,000 to 8,000 points for 2 nights of stays. I have booked over 12 nights and did not receive my points. I was told there is a rule that does not exist as I have attached the rules and definitions and I have called many times and the agents are all trained to lie about some rule that makes no sense and is not listed. They go as far as to read the rules I have attached and then add a scentanve they made up something about a 24 hours of check out? I'm not even sure what they make up but all 4 of them when I ask to please read me this rule they all have a dofferent scentance they lie and make up and word it differently in all 4 cases. They record the phone calls and I would love for someone to replay it as each one says it different. My stays consist of the days of 6th&7th also 7th&8th also 8th&9th also 9th$10 that is 4 gift cards as the rules state they should be different booking numbers and. They are so that is 4 gift cards I should have received. Then I have rooms on the 13&14 also 15th&16th also 17th&18th also 19th and I will have the 20th that is another 4 gift cards. I booked 2 rooms on 8th and 9th hence why the double on those days different booking numbers. That is a total of 8 gift cards. Or 64000 points. I spent 3 hours was hung up on by 4 agents and still they refused to give me the points I earned. Besides being one of the most loyal customers they have as I live in hotel and buy room every day so I don't understand why they would not honor their program and want to give me what I deserve. Ino one of the most valued customers( bc noone can use more then a booking every single day) I just don't get why or how I am being treated as such . When I ask they go silent or hang up I have the calls I can attach how many hours I have been on the phone and still refuse to give what they advertise. I received only 18k points when I deserve 64k well I believe u should give me more then that for being a MVP customer but no way that would happen

  Business response

  07/01/2023

  Dear ******,
  
  It's hard to imagine your feelings regarding this matter. Understandably, qualifying for promotions and getting their benefits is valuable for any member. So, it's disappointing you have had problems taking advantage of the Spring Promo. At the same time, my team sincerely regrets the experience and frustration you have had over the phone. That's not the service we want to deliver to our members. 
  
  Regarding this promotion, allow us to provide some clarifications. After the second qualifying (it's necessary to remark that consecutive nights at a hotel count as a single stay), you'll receive a minimum of 5,000 points and 8,000 bonus points as a maximum (72 hours after checking out), depending on how many base points you earned from the two separate qualifying stays. The bonus points combined with the base points will allow you to redeem a $50 Gift Card from the participating retailers (********************** ******, *********** *****, ******, **** *** *****, ***** *********) at a discounted level of 8,000 points. 
  
  Upon review, although your records show successive nights at the same hotel (***********************************), you received the promotional rewards twice and earned 11,550 bonus points, which you used for free nights. For future reference, if you plan to reserve at the same property, please allow 24 hours after your first check-out to check in again, as a gap of 24 hours is required for your stays to count as separate in this case. You can check all terms and conditions at ***********************************************************************.
  
  However, as a gesture of Goodwill, we have added 16,000 points to your Choice Privileges account. Kindly check your balance by logging into your online profile. My team hopes you can take advantage of these points soon.

  ***
  Choice Hotels International
  CID ********

  Customer response

  07/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel stay with Choice Hotels since they had a low-price guarantee. Their guarantee posted on their website is: Subject to the terms and restrictions discussed below, if a guest finds a qualified lower price on a qualified Third-Party Website (a Competing Rate) within 24 hours of booking (and your booking must be at least 48 hours prior to a 6 pm arrival on the first day booked), Choice will honor the lower publicly available price (which must be at least $1 or 1% lower, whichever is greater than the Choice direct rate), based on the eligibility guidelines outlined below. In addition, U.S. residents will also receive a $50 USD Reward Card and Canada residents will receive a $50 CAD Reward Card (see Reward Card terms and conditions) within 6 weeks after the stay is completed and a valid claim has been submitted to Choice. Residents of all other countries (international residents) will receive their first night free instead of a reward card. [Other terms apply; see below.]Website link: ********************************************************************************** I booked my hotel stay on Tuesday, June 13 at 2:00pm for a total cost of $183.18 for a hotel stay beginning on Thursday, June 15 at 6P. On Wednesday, June 14 at 1:45PM, I submitted a claim form to Choice Hotels asking for a $23.18 discount since I found a lower price on the same hotel booking using a competitive third party service, Traveluro. I would also like to have the $50 reward card they offered in their guarantee. After I submitted the claim form to Choice Hotels, I received a reply denying my claim. They changed the terms of their original guarantee. Choice's customer service could not help me resolve the problem, and their email links do not work.

  Business response

  07/01/2023

  Dear *******,
  
  My team can entirely understand your disappointment, as the best price possible always has a significant meaning for our guests, and our Lowest Price Guarantee can allow them to receive it. We sincerely regret all the frustration this situation may have caused.
  
  While I understand the importance of qualifying for the Lowest Price Guarantee, according to your comments, the claim was submitted the next day of the booking (June 14th), past the 48 hours before a 6:00 am arrival. However, as a gesture of Goodwill and considering the distress you have gone through, we have applied 16,000 points to your Choice Privileges account. You can check your balance by logging into your online profile. My team hopes you can take advantage of these points and give us another opportunity.
  
  Choice Hotels International
  CID ********

  Customer response

  07/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Dear ***:

  Either you, and your co-workers, don't seem to understand your company's policy as it is written or each of you are trying to change the policy to get out of making good on it.  The argument you stated is all wrong!  Once again, here is your policy:

  The Guarantee
  Subject to the terms and restrictions discussed below, if a guest finds a qualified lower price on a qualified Third-Party Website (a Competing Rate) within 24 hours of booking (and your booking must be at least 48 hours prior to a 6 pm arrival on the first day booked), Choice will honor the lower publicly available price (which must be at least $1 or 1% lower, whichever is greater than the Choice direct rate), based on the eligibility guidelines outlined below. In addition, U.S. residents will also receive a $50 USD Reward Card and Canada residents will receive a $50 CAD Reward Card (see Reward Card terms and conditions) within 6 weeks after the stay is completed and a valid claim has been submitted to Choice. Residents of all other countries (international residents) will receive their first night free instead of a reward card. [Other terms apply; see below.]

  I booked a hotel stay at 2PM on June 13th for the 15th and 16th.  Within 24 hours, on the 14th, I found a lower price from a third-party website.  I completed the Choice claim form and submitted it within the 24 hours limit.  My booking at 2PM on the 13th was 52 hours from the 6PM arrival time on the first day booked on the 15th.  The competitor's price was $23.18 total less than the Choice price I booked.  As I see it, Choice owes me $23.18 and a $50 CAD Reward Card per your guarantee.
  
  Also, it is totally unacceptable to have a customer service representative not know your policy (Les).  It is even worse that the supervisor does not know the policy (******).  I did not appreciate having to wait on hold for one hour and 5 minutes only to be told by your customer service representative the company's guarantee is managed by the "back office" and they have no control over it.  

  Additionally, I called Choice Hotels a couple of other times and received all sorts of bogus reasons Choice will not provide the price difference.  You people cannot even stick behind a consistent reason for denying my claim!  Absolutely ridiculous! 

  *****************************

  Business response

  08/29/2023

  Dear Michael,
  
  We understand your point of view. However, kindly know that due to our policies in this situation, the Lowest Price Guarantee was denied because it did not meet the terms and conditions.
  
  On the other hand, my team and I credited you 16,000 Choice Privileges points into your account. You can redeem these points for a free stay at selected Choice Hotels locations since our properties range from 8,000 to 35,000 points per night. In addition, since members earn 10 points for every $1 spent before taxes at Choice Hotels, 16,000 points are equivalent to what you would earn after spending $1,600 at the property before taxes. Also, you can redeem any gift card from our retailers. 
  
  Nonetheless, we would like to send you a refund of $23.18. We know that getting your money fast is essential. Because of that, we run a new process digitally through *****. Are you familiar with *****? If not, here is how it works. You will receive an email from ***** within 4-7 business days notifying you the payment is waiting. First, click the link in the email. Then, for security purposes, verify your email address and the zip code you provide. 
  
  Once verified, you can choose whether you like the money directly deposited into your bank account through ***** or receive a check. If you choose the deposit, you will receive your funds immediately. On the other hand, the check will be sent to your address within the next 14 to 21 business days. A physical check will be triggered after five days if you do not choose an option. Also, you must deposit your check within 60 days to receive funds. To proceed, please send us your phone number, email, and mailing address.
  
  Regards,
  
  Choice Hotels International
  CID ********

  Customer response

  09/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩