Complaints

This profile includes complaints for Choice Hotels International's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Choice Hotels International

  1 Choice Hotels Cir Ste 400 Rockville, MD 20850-5172

• 

  Radisson Hotel Sudbury

  85 Ste Anne Rd Sudbury, ON P3E 4S4

• 

  Radisson Hotel Cleveland-Gateway

  651 Huron Road Cleveland, OH 44115

• 

  Country Inn and Suites by Radisson

  875 N. Lee Hwy. Lexington, VA 24450

• 

  Carlson Hotels

  1981 N Central Expy Richardson, TX 75080

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July have stayed at Choice's hotels and have spend over $1000.00 I'm a eite diamond member with over 148 stays this year. I have unfortunately had to file some complaints with Choice's Hotel about the decline both in hotels service and with Choice's Hotels eite service line. I have never been contacted by Choice's hotels elite services back for a resolution about there hotel's bad customer service. Nor have I ever heard back from the hotels after speaking with elite services.

  Customer Answer

  Date: 08/03/2022

  Choices hotels has all of this information in my choice account with no answer to any of complaints made to elite services. Comfort suites *** **** ******** **** Murfreesboro tn. And sleep inn Smyrna tn on commercial drive. None of my complaints have been ever answered by Choice Hotels or the hotels them selves.

  Business Response

  Date: 08/09/2022

  Dear *******,
  
  Thank you so much for sharing more details about your experience. We sincerely appreciated your Diamond membership with us. I regret to hear about the issues encountered at two of our trusted brands. We understand the importance of having a clean and comfortable room, so your experience and concerns have been sent to the hotel to make improvements where necessary.
  
  After reviewing your details, I confirm that our Guest Services Team already applied 30,000 points to your account on 07/20/22 upon your agreement due to the issues faced at the Sleep Inn & Suites Smyrna - Nashville arriving on 07/13/22. Nevertheless, we took the liberty to deposit 16,000 points for the experience found at the Comfort Suites on 07/26/22.
  
  Rest assured your comment is what we are using to improve. Your remarks have been forwarded to the hotel owners so they might take proper actions with the hotel staff. If my team and I can be of any further assistance, please let us know. 
  
  Grettel 
  Social Media Specialist
  CC:********

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered for a promotion that they have heavily advertised all over their website and are raving about it in all their marketing called, “Stay 2 nights and get a $50 gift card”. And then it says T&C apply. Then there are rules all tucked away in different areas. Well here’s the thing they don’t give you a gift card, they give you points and you can use the points to get a gift card if you have enough. Well how does that equal stay 2 nights and get a gift card if you don’t actually get a gift card, and when I signed up they had virtual gift cards, now all of a sudden they don’t. Long story short I got the room that night, but didn’t really need to, at the end of the day I only got it because of that gift card, and as a matter of fact most of the night there was no TV, no Wi-Fi, and the phone didn’t work in the room, nor calling from my cell phone. I want my money refunded and they can take their 5000 points that don’t buy a gift card back. Also that same night as I’m looking for the least expensive room, I see that ****** is showing that ********** is booking ur room for $67 while on the choice app it was $70. And I have proof. I fill out the form for lowest price guarantee and they tell me I needed to book the room 48 hours in advance and some other nonsense, now in the world could I go back in time and book the room 48 hours in advance when I was booking it right then and there? So they just aren’t honoring any of their advertisements, they just want to resort to trickery and misleading ads, if they don’t honor both of these deals then you know that they are just plain sneaky and not reputable. They need to be plastered everywhere so everyone knows that they will use every tiny writing, lawyer speak, bait and switch out there and do not intend to support the little guy whatsoever

  Business Response

  Date: 08/01/2022

  Good day to you, *******. We know that earning rewards and getting the best discounts when making your reservations are essential for everyone. Currently, we have the 2022 Summer Promotion: Stay Twice and Get a $50 Gift Card. Between 06/06/22 and 08/01/22, registered members can earn between 5,000 and 8,000 bonus points (The number of bonus points awarded is based on the total base points earned on the two qualifying stays) after every two separate stays. Following your question, you can complete two different visits. It can be two individual hotels. Also, it can be the same hotel, but you need to have 24 hours difference between the last check-out and the new check-in. Because the consecutive nights at the same hotel only count as one stay, regardless of check-ins or check-outs. We reviewed your account and noticed that you had two qualifying stays; we provided you with the bonus points. We are pleased to inform you that during this promotion, Choice Privileges reduced the required points to 8,000 points. So you can claim your $50.00 physical Gift card for 8,000 points. These are the partnering Gift Card retailers for this deal: **** ***, *****, ******, ****, and *****. Remember, you will have 60 days after the promotion ends to redeem your points for a $50 gift card at the reduced point level.
  
  On the other hand, we understand that you submitted your request to the Lowest Price Guarantee Department. Kindly know that our members can price match our competitors rates within 24 hours after booking their reservation with us as long as it is 48 hours or more before the arrival date. Claims must be received within 24 hours of booking through a Choice Hotels channel and at least 48 hours before a 6:00 pm arrival on the arrival date. For that reason, your reservation did not qualify for this deal. Your dissatisfaction and frustration are understandable as money is a pressing matter for anyone. Nevertheless, we recognize you did not enjoy your visit due to the maintenance and issues with the amenities you encountered with your accommodation. Even though we cannot process a refund to your card since we have limited access to the individual hotel's billing system, my team and I want to amend this for you. Therefore, we took the liberty of crediting 12,000 points to your account as compensation for these troubles. Rest assured, we notified the details of your experience in our and the property to continue making improvements where necessary. Please let us know if my team and I can be of any further assistance.
  
  Regards,
  
  Katherin
  Choice Hotels International
  CC ********

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to book a hotel using my current reward points online but was advised I had to call. I explained to the CSR I wanted to use 18,000 points of which I already had. The CSR without my knowledge or consent went behind my back and purchased 118,000 points charging my personal debit card $1215. I have called numerous times and begged them to review the call in order to get my money back as I was wrongfully charged. This happened on July 5th. I've yet to hear a response back from choice hotels even though I was promised twice a supervisor will review the call and I'd have a refund within 7 to 10 business days. I did not ask anyone to purchase points nor did I approve that charge. I was never even informed I was charged until I saw the points purchase on my account and the money withdrawn from my bank account. They have awful customer service and will not assist their loyal customers.

  Business Response

  Date: 07/27/2022

  Dear ******,
  
  Thank you for reaching out to us in this matter. We understand this is a frustrating experience. Also, we are disappointed to hear about the inconvenience with the agent and the points purchased. We know that money is a pressing matter for everyone and processing a refund as soon as possible is essential. Kindly note that, after reviewing the system, we found that you started a dispute process with the bank. Kindly note that, at the moment, we need to allow more time for the bank's response to the dispute. We will keep an eye on your response. In the meantime, if anything else comes up, let us know. 
  
  Fernando
  Social Media Team
  [email protected]
  Tel: ************
  CID: ********

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Choice Hotels member for several years. We travel mostly for pleasure/personal family business. Sometimes we stay 2 days mostly overnight. Choice advertises on TV, Radio and their website, Choicehotels.com that you stay 2 nights you get one night free. I have tried many times to take advantage of this offer. First they said you had to activate by phone before you made the reservation, offer denied. I did that the next time. Then they said offer expired even though it was accepted over the phone. Then they said do it online and register before make reservation. I did, now they say the offer require 24 hours between the 2 nights even though the offer prior said w consecutive nights. She even said 2 consecutive nights with 24 hours between. Those are mutually exclusive. Then she said the offer expired even though it was offered on the website when I made the reservation.

  Business Response

  Date: 07/30/2022

  Dear *******,
  
  It saddens us to know about the difficulties and the frustrations you went through regarding our past Spring Promotion, 'Stay Twice and Get a Free Night.' We recognize that valued guests like you are always eagerly expecting to qualify and receive the benefits of our promos, so your dissatisfaction and disappointment are understandable. Regarding the Spring Promotion, we realize it is necessary to provide some clarifications: this promo started on 03/14/22 and ended on 05/08/22. After completing a second qualifying stay, members would receive a minimum of 5,000 points and a maximum of 8,000 bonus points, depending on how many base points were earned from the two separate qualifying stays. The bonus points combined with the base points would allow redeeming a future free night for a reward night level of 8,000 points at over 1,000 Choice Hotels. 
  
  Now, let me share with you some details to take into consideration to avoid future promotional issues:
  
  -Registration is required before the check-out of the first qualifying stay.
  
  -Our non-elite and gold members need to book centrally: at www.choicehotels.com, through the mobile app, or by calling our Reservations Department at 800-521-2121.
  
  -If you plan to reserve at the same property, please allow 24 hours after your first check-out to check in again. Consecutive nights are considered a single stay, and a gap of 24 hours is required between your reservations for them to count separately in this case.
  
  Upon checking, I see you completed only one stay within the promotional period (05/03/22 at the Quality Inn & Suites Plano East - Richardson [two successive nights]). Despite this and the fact we have only 60 days after the end of a promotion to credit any bonuses, I have applied 8,000 points to your account. This is part of a courtesy and a token of our appreciation. Kindly know we are currently running our Summer Promotion, so I kindly encourage you to check all the details at https://www.choicehotels.com/promo/faqs. We hope you can take advantage of the points and give us a second opportunity. 
  
  Regards,
  
  Meibelin
  Choice Hotels International
  CID: ********

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint number ********. Date of transaction was June 10, 2022. Amount charged was $270. We only stayed one night 6/16. We paid with cash and points. We ended up having to leave and find somewhere else to stay because there were customers smoking weed in the hotel. The staff knew, my husband asked them to do something about it and they wouldn’t. The fire extinguisher inspection and elevator inspection were outdated, there were electrical wires sticking out from the lamps, the hotel was filthy. We found somewhere else to go, fortunately, my husband stopped by the front desk and told them we were leaving. The front desk clerk did not check us out of the hotel. We were still charged for the full $270. The hotel told us since we booked through Choice Hotels that Choice is responsible for refunding us. They refunded our points but not our money. The charge is still on my credit card. Even if they were going to charge us still for the one night that would have been different but they kept money for all 3 nights. Choice Hotels is refusing to refund my card. That is theft. The charge is not pending either. It has cleared my card. I called and the lady told me to call my bank. The charge is not through the bank. It’s through a credit card company. The credit card company isn’t going to do anything about it. It’s not the credit cards responsibility. I’ve had to waste so much time on this. I want my money back and I can promise you, I’ll never stay at another choice hotel again. I have the receipt from where we switched hotels if that is needed also. I want my full $270 refunded for all the mess I’ve had to deal with.

  Business Response

  Date: 07/19/2022

  Good day *******,
   
  We regret to learn about your poor experience with one of our trusted properties service. Thanks for reaching out about the billing issue you are having. We'd be happy to look into this further. When you have a moment, please send us your stay information. Please confirm the name on the reservation, confirmation number, hotel name, and the hotel's address. We will be on the lookout for your reply. Once we receive that information, we will follow up accordingly.

  Regards,

  Helder
  Customer Care
  Tel: ************
  CC: ********
  *Share your experience on social media by tagging us @ChoiceHotels*

  Customer Answer

  Date: 07/22/2022

  [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 ********.  The confirmation number is ********.  The hotel is Quality Suites, **** ***** **., Springdale, AR *****.  As I stated previously, we did not stay the entire time.  We had to check early.  The hotel stated that Choice is responsible for refunding me since we booked through y'all.  Then Choice told me that the hotel is responsible.  Regardless, due to everything we have dealt with, I want a full refund.
  
  Regards,
  *******************************
  

• Initial Complaint

  Date:07/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked reservation for June 30-July4th when I checked in I checked in late night but I called before the night was over making sure I could still check in. The lady then told me the rate went up on my reservation I made 2weeks ago. Instead of 383 she wanted me to pay $404. I went again to the front desk asked the assistant gm about it she said aren’t you trespassed I’m confused I said no. She then rudly said and when you check in you have to pay all at once. As a gold member and someone who’s stayed over 10 nights at this highly ran down experience hotel. I just would like a refund. They didn’t honor the fact that my stay was june30th - july4th instead they change it when I checked in I have the receipts.

  Business Response

  Date: 07/06/2022

  Dear, *******
  
  Thank you for contacting us and bringing this to our attention. It's disappointing to learn about the service you experienced from the hotel staff. Understandably, the hotel staff at all levels is the face of Choice Hotels, and we expect them to treat all of our guests with respect and provide high-level customer service to every guest. Nonetheless, your feedback is what we are using to improve and back this property up to comply with the standards outlined in their franchise agreement. 
  
  On the other hand, please know we cannot process a refund to your credit card here at our corporate office as the hotels operate a separate billing system from Choice Hotels. Crediting Choice points is the only option that we have as a form of reimbursement. For that reason, we applied 11,106 points for the issues encountered at the hotel. These points will be enough for a free night at over 1,00 locations. Remember, our rewards nights range from 8,000 to 35,000 points per night and vary based on weekends, holidays, and events in the area. Your current balance is 20,000 points. 
  
  Moreover, feel free to create an online profile by clicking on the following link: https://www.choicehotels.com/choice-privileges/account/online-profile/create?createType=createNewAccount. Then follow the steps below: 
  1. You will enter your email address and choice privileges number and click CONTINUE to create your online profile. 
  2. After that, you will receive an email verification link in your email inbox to confirm the authenticity/ownership of the email address. 
  3. Choose a new password for your account. After following those steps, you're all set. Additionally, please ensure you update the mailing address on file, as the one you sent does not match the one in the account. Should you have more questions, let us know. 
  
  Ray 
  Social Media Team  
  Choice Hotels International
  CID ********

• Initial Complaint

  Date:06/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a qualifying 'Lowest Price Guarantee' claim on Saturday, 11 June. First, the online web form did not work. I tried calling the only phone number listed for the Lowest Price Guarantee, but it was and still is not in service. I had to go through general customer service 2x to speak to reps who both did not speak English well and had no knowledge of Choice's Lowest Price Guarantee. I solved the web issue myself after some time, switching browsers and devices. I was contacted by [email protected], asking to provide screenshots and additional information in support of my claim, to which I replied that day. No response was received. I replied again on 15 June. No response was received. I again called customer service, struggled with another rep who had worse command of English and no knowledge of the Guarantee whatsoever. In frustration, I asked to speak with a supervisor. ****** was both sympathetic and understanding. He mentioned the (out of service phone number) and the email address (from which I received no response). As an alternative, he created a case (********) and advised contacting [email protected], which I did before the hour-long phone call ended. I received a response in minutes: "Now that we've received your request, we'll start working on it as soon as possible. You'll hear from us if we have any questions; otherwise, we'll let you know when your request has been processed." I again replied to this email chain after no response 8 days later, on 23 June. That evening, in what can only be an insult, I received a canned response as an opening ("I understand it was a very frustrating situation, and if I were in your position, I would feel the same way you do") to add injury to insult, was told to call the SAME out of service contact number. I explained this via reply and asked for escalation/resolution - still no response. To top it all off, I had to end my stay early due to bugs and stains, fearing my health and safety.

  Business Response

  Date: 06/28/2022

  Dear ********,
   
  Your frustration with the Lowest Price Guarantee program is understandable. You certainly deserve to get what is offered to you. Please know we have a specialized department that takes care of every LPG claim, and we regret to learn that they did not come back to you. Although we could escalate your case with them on your claim, we know your time is valuable, so I want to offer a prompt resolution to this matter. I have taken the time to credit your Choice Privileges account with 8,000 points for all the troubles you have gone through with this process.
   
  In addition, for the unacceptable experience with one of our trusted brands, I also credited you an extra 16,000, which adds up to 24,000 compensating points. The number of points added is good enough to book up to three free nights in more than 1,000 hotels nationwide. We hope you can take advantage of the points in the future and give us a second chance to show you better. Should you have questions, let us know.
   
  Regards,
  Helder
  [email protected]
  Tel: ************
  CC: ********
  *Share your experience on social media by tagging us @ChoiceHotels*

  Customer Answer

  Date: 06/28/2022

  [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

  Date:06/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Choice Hotels was a very poor choice. They talked us into getting a credit card. It was suppose to save us money. We did not use it. They sent a letter, through regular mail. They said we had to use it or it would be discontinued. So **** bought some stuff on line. We did not think about it for a while. Then, did we get a bill? We did not. We have called the company multiple times to have a bill sent. Originally they said you had it changed to electronic billing. We had not. But it really does not matter because they did not send it electronic (email) or through regular mail. You cannot get on their website. It runs you around in circles. They are running a scam and someone needs to warn others of the scam. Can you help us to get a bill so we can pay it and stop the late payment and nonpayment fees they are charging us, because we cannot get a bill?

  Business Response

  Date: 06/09/2022

  Dear ****,
    
  Thank you for bringing this to our attention. We understand the importance of having this situation clarified. As it turns out, we can only provide information about the points earned with the Choice Privileges **** card; however, to get a statement showing a history of the charges, you need to contact ******** directly. You can reach them via phone at ************. We appreciate your understanding, and we hope you can get the necessary information soon to clarify your doubts. If my team can be of any additional assistance, please let us know. 
    
  Zaira 
  Choice Hotels International 
  CID: ********
  
  

• Initial Complaint

  Date:05/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Completely deplorable behavior by the ************ hotline. I make a booking for two nights and called the choicehotels to offer an additional two night extension with the possibility of cancellation (the last two nights). I travel for work and usually book my own hotels, but I am never sure how long I stay (2-4 business days). They told me that they could not modify the current reservation and that I could add two nights as separate stays. I mentioned that I would like to do so, but was informed I would have to cancel 3 days in advance if I did not stay...(Stay was May 27th, I would have to cancel those two additional nights on May 27th). I was a bit annoyed and mentioned that at this point I do not want to stay as I would book two nights here and stay two other nights at another hotel. After 4 hours of interactions, I ultimately did not feel welcome by ChoiceHotels and wanted to cancel my time with them. They informed me that since I paid online as opposed to in person, I would not be able to cancel. After another 2 hours, I was then informed that even though I have not stayed (May 24th) I would not be able to stay. I am asking for a full refund as loyal ChoiceHotel customer who has used them by previous firm. The entire process needs a revamp and this is quite deceptive marketing just because I paid online vs in-person.Overall I am seeking a full refunds for the entire stay, I am not happy with how ChoiceHotels have handled my case and have spent 6 hours trying to work with them. On top of that, on one call, I spent 1 hour listening to an upselling time share by BlueGreen and they said they would be able to help. This was a flat out lie and I lost an hour of my time.

  Business Response

  Date: 06/01/2022

  Hello *****,
  
  Thank you kindly for sharing the details of your reservation. From the sound of it, there were a few opportunities for improvement. Please know, I was able to check the details of your booking, and I noticed that the reservation you made was booked under our advance purchase rate. The advance purchase rate is a prepaid reservation made online with a policy stating the reservation cannot be changed, canceled, or refunded. Nevertheless, we would not like you to feel discouraged from staying with us because of this isolated incident. Please know that we have deposited 16,000 points to your Choice Privileges account for all the troubles. Please know our members earn 10 points for every $1 spent at Choice Hotels, so 16,000 points are equivalent to what you would earn after spending $1,600.00 at the property. We hope that you can take advantage of them in the future. Thank you again for your time and your feedback.  
  
  Numas 
  Choice Hotels International  
  CC: ********

  Business Response

  Date: 06/05/2022

  Hi, *****. Thank you for reaching out to us through this channel. It seems that the points will not work for you in this case, but please know that all of the hotels are individually managed, so we do not have control over their billing system. Also, the reservation was booked under the prepaid rate, and these types of reservations cannot be changed, canceled, or refunded; however, Choice Hotels doesn't want to miss out on the opportunity to earn your trust back and continue the business with you. In return, we will make a partial refund of $150.00 as compensation for the issues faced. We know that getting your money quickly is important. Because of that, we run the process digitally through Zelle. Are you familiar with Zelle? If not, here is how it works.    
  
  You will receive an email from Choice within 1-4 days, notifying you 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 would like the money direct deposited into your bank account through ***** or receive a check. To do this, please reply with your agreement. Also, it is important to mention that, if you prefer the reimbursement, the 16,000 points previously added would be removed because we can apply only one type of compensation to our guests. Hope to hear from you soon. 
  
  Fernando
  Customer Care
  CID:  ********

  Customer Answer

  Date: 06/13/2022

  [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: once again I am not accepting partial refunds just like you're not accepting full refunds for my attempt at getting a refund for booking and paying online. Also those 16,000 choicepoints can't even book a single night at any of your hotels therefore they are again worthless to me. I will only be accepting full refunds as a resolution as this was the ask for resolving the problem.

  I've also been either lied to by the hotel or ChoiceHotels phone support as both parties (hotel and hotline) have mentioned that they cannot perform the refund process. Someone is lying to me and playing phone tag and I can guarantee you it is not me. 

  
  Furthermore applying only one type of compensation of $150 or 16,000 ChoicePoints is so removed from any customer support policy. You just gave a customer an ultimatum for which service they value more and I value my money more. This further guarantees that I never for the next 50+ years that I live will ever book with ChoiceHotels unless I get my refund; I wouldn't even think to smell the air your hotels produce as this just furthers the horrible customer experience I've experienced.
  

  Regards,
  
  *******************

• Initial Complaint

  Date:05/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Choice Hotels has refused to allow me to use my accumulated points for a reservation and has not responded to a 2 page detailed complaint I sent in a letter to Mr. Patrick P************, CEO at his office requesting a resolution to this matter. The detailed complaint letter is attached.

  Business Response

  Date: 05/24/2022

  Dear ******,
  
  Thank you for taking your valuable time to contact our team after such an unpleasant experience. As we discussed over the phone, I sent you an email with all the details of the point offer made so you can reach the number of rewards that the Quality Inn & Suites hotel is requesting for a free night. When your time allows, please check your email. My team will be waiting for your response to continue assisting you with your case through that channel. 
  
  Zaira 
  Choice Hotels International
  CID: ********