Business Profile

Hotels

Choice Hotels International

Headquarters

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Important information

Customer Complaint:
According to information provided by Choice Hotels International, the hotels in its group are individually owned and operated. Choice Hotels International attempts to act as a mediator between the client and the hotel, but resolution responsibility rests with the individual hotels and their owners/managers. Compensation issued by Choice Hotels International in such cases is a goodwill adjustment, and is not intended as a resolution of the original dispute.

Complaints

Name: Choice Hotels International
Address: 1 Choice Hotels Cir Ste 400, Rockville, MD, 20850-5172, USA
Telephone: (800) 300-8800

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

Customer Complaints Summary

294 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/10/2023
Type:Sales and Advertising 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.
They allowed someone to call into the reservation center and pretend to be me and make reservations using my Choice Privileges points. I caught it prior to the second night she had booked and contacted them. They cancelled the reservation and refunded my points and assured me it wouldn't happen again. Just a few hours later they allowed her to call in again and change the email address on my account, which then allowed her to use the "forgot my password" link to reset my password and login to my online account, which gave her access to all of my personal information, including home address and phone number, credit cards I had saved on file, membership numbers to rental car agencies, etc, as well as make new reservations. I called back and again they refunded my points and set up a whole new account for me. The very next day she called in and once again they allowed her to make reservations using my points, because she was able to "verify my information" (that she had gotten when they allowed her to hack my account. I had to argue with them for 2 days to get all of my points refunded, but they have done nothing to remedy the fact that they allowed her to steal all of my personal information. There is no option to speak to anyone in the US, just call center representatives from El Salvador who stick to scripted responses and do not have the ability or authority to actually do anything. I have had to change all of my information on the new account and use relatives addresses and phone numbers, so that she cannot verify it. I strongly suspect that someone at their call center was working with her to give her the information, but they do not seem to care at all.
Business Response
Date: 03/18/2023
Dear *****,

Thank you for contacting us with your case. We can imagine how frustrating this experience has been for you due to all the troubles encountered with your Choice Privileges account. My team wants to follow up on your case; for that reason, we tried to contact you at the phone number **************; however, our call went to voicemail. Please reply and include the best time to reach you and the correct phone number. Alternatively, you can send the requested information via email at [email protected], including case #********, mailing address, phone number, and email address. We'll be waiting for your message to continue assisting you.

Zaira
Choice Hotels International
CID: ********Tell us why here...
Initial Complaint
Date:02/22/2023
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 am a Choice Privileges Member. My member number is ******** On January 23 I redeemed 5000 points for an AARP membership. I never received the redemption card for AARP. I need Choice Privileges to send me a new redemption card, Their customer service line is giving me the runaround on this complaint
Business Response
Date: 02/28/2023
Dear ***,

We feel disappointed to learn of the frustrations you experienced over the phone. Understandably, any guest would be concerned, as points are valuable. Upon checking, I noticed you called us, and our Coordinator Team returned the 5,000 points for your redemption on 01/23/23. You used those points on 02/22/23 to redeem a new AARP Membership Card. Please allow 2-4 weeks from the time of your order for your plastic gift card delivery. I hope this helps. If you have more questions, let us know.

Mei
Choice Hotels International
CID 11242999
Initial Complaint
Date:02/13/2023
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 have the choice hotels rewards program. I had 200000 points. I decided to explore their site to spend some of those points. I found gift cards marked at 1000 points. Cool, I'll get the max of 4 of those. I ordered, got told I'd be charged 4000 points. When I looked back at my account, I had been charged 128000 points. I immediately reached out to customer service. I was told those cards are 32000 points. I sent a screenshot of their site saying they are 1000 points. I was told my complaint was escalated and I'd here back in 8-10 days. At 11, I contacted them again. I was told the escalation department has my issue, and I'd hear back. It has now been over a month. I let them know, again, that I'm waiting to hear from them and have received no response.
Business Response
Date: 02/20/2023
Hello, *********. Thank you for contacting us regarding your experience with the gift cards redeemed. My team and I recognize the importance of rectifying the correct number of points deducted from your account. To ensure this is addressed correctly to your satisfaction. Allow us to access your profile by replying with the email address associated with your account since the one sent doesn't match the one on the records. Feel free to send us the information requested through this platform or contact us through our email at [email protected]. If you do so, don't forget to include your mailing address and phone number. Also, in the subject line, case ID# ********. We'll be on the expectation of your message.

Regards,

***
Choice Hotels International
CID ********
Customer Answer
Date: 02/21/2023
******************* is the email address of the account. ******* is the account.
Business Response
Date: 02/22/2023
Hello, *******************

Thank you for sending the additional information. Please excuse us for all the inconvenience caused when redeeming your $100 ********** Gift Cards. Please know that we reviewed the picture sent and noticed that it was requested the wrong amount of points for the gift cards due to a glitch in the system. It is necessary to mention that our $25 gift cards require 8,000 points, the $50 gift cards require 16,000, and the $100 gift cards require 32,000 points.
Nevertheless, as we recognize this situation has caused so much distress, we took the liberty to deposit 16,000 points into your account. You can verify this on your online account at your most convenient time. We appreciate you taking the time to bring this matter to our attention and allowing us to make amen

Sincerely,

Clau
Choice Hotels International
CC: ********
Customer Answer
Date: 02/27/2023
[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: this is less than 1/7 of the points I lost due to a problem that you admit is your fault. 16000 points is no where close to 124000 points! You can say the gift cards are 32000 points all you want, but that is not what you site indicated in any point of the process. It should not take a BBB complaint to hear back from you, either. I tried normal channels and was ignored for over a month. This " *******" fixed nothing.

Regards,

***********************
Business Response
Date: 03/01/2023
Hello again, *********,

We appreciate your response and clarification about your expectations. Kindly note that, as mentioned, due to a glitch in the system, the website reflected the gift cards for 1,000 points for a $100 gift card that requires 32,000 points. Please note that, due to the gift cards being sent, and 16,000 points being previously credited, we took the liberty to credit an additional 16,000 points to make a total of 32,000 points. Your current points balance is 80,000 points. You can check the rewards online at ********************. Also, note that the email address provided does not match the email address on file. You can contact us to verify the one on file and confirm you would like to update it to *******************, or you can be updated online.

We appreciate your understanding in this matter. Have a great day.

****
Choice Hotels International
CC: ********
Initial Complaint
Date:02/01/2023
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.
On New Years eve and day I stayed at the Choice Hotel in WI. I had several other options at a lower cost. I only chose the room because I was told I would be awarded 5,000 member points per night. I stayed 2 nights. I have the faux offer in writing. I took a screenshot of the transaction that states, " *SPECIAL OFFER FOR CP MEMBERS- 5,000 BONUS POINTS PER NIGHT ABOVE AND BEYOND MEMBER'S NORMAL POINTS EARNED." I WAS TOLD THAT THE PROMOTION WOULD NOT BE HONORED. I WANT THE POINTS PROMISED OR A REFUND.
Business Response
Date: 02/13/2023
Dear ******,

My team understands your disappointment, as any guest wants to take advantage of these offers. It's discouraging you have had problems receiving those points. Regarding the 5,000-point package, I realize that some clarifications are necessary. A member will pay the Best Available Rate plus $32.50 to earn an extra 5,000 points per night and room. In this context, we need to remark that this is a rate that our members must choose at the moment of the booking; they can find it under the name of the Choice Privileges 5000 Points Accelerator package.

Upon checking, I noticed that your reservation at the Quality Inn Madison West Near University Area on 12/30/22 is under the Advance Purchase Member Rate, not the Choice Privileges 5000 Points Accelerator package rate. That's the reason why you did not receive the bonus. However, since we realize this situation has caused you so much frustration, I have taken the liberty to add 10,000 points to your account. For future reference, I kindly advise you to choose the Choice Privileges 5000 Points Accelerator package rate when booking to guarantee these points.

On the other hand, the mailing address you sent differs from the one on our records. Please let us know if we could update it to 5546 S Newport Ave. Tulsa, OK, 74105. You can also change it by logging into your online profile or with our Member Services line at 888-770-6800

Regards,

Mei
Choice Hotels International
CID ********
Initial Complaint
Date:01/29/2023
Type:Delivery 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 redeemed my points for 4 **** *** **** gift cards and received confirmation for the purchase. Then a short time later I received an email for confirmation of purchase of 4 ****** gift cards that I did not purchase. I talked to several people with customer service and was told there was nothing they could do about it.
Business Response
Date: 02/02/2023
Dear ***********,

It's hard to imagine your frustration and disappointment regarding this situation, mainly because we know that Gift Cards represent money. Anyone would be as concerned as you and would seek the reinstatement of rewards.

While we would love to refund all those points or reissue new cards, please know that these transactions are non-refundable, and we're not able to send different cards once delivered. However, since I recognize that this has caused so much distress and taken so much of your time, I have taken the liberty of adding 16,000 points to your account. These points can be redeemed for a free stay at selected Choice Hotels locations (except Woodspring hotels) since our properties range from 8,000 to 35,000 points per night. In addition, since members earn 10 points for every $1 spent at Choice Hotels, 16,000 points are equivalent to what you would earn after spending $1,600 at a property before taxes.

We hope you can use them soon. Rest assured that we have noted this situation in our permanent records. My team will also share this information with the appropriate parties for further review.
Regards,

Mei
Choice Hotels International
CID ********
Initial Complaint
Date:01/26/2023
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.
Issue: Happened to be living in one of the MainStay suites hotels for multiple years continuously, then the brand got aquired by the Choice Hotels chain from Windham. I joined the Choice reward programs shortly after that and at first was getting 10 points for every $1 spent, as they offcially announce at ******************************************************************************************************************************************* The Choice reward points earning policy/rules got changed in the middle of the year 2021, without notifying, so not getting the expected ammount of the reward points, as officially advertised Below is from the official Choice Rewards FAQ "How many points can I earn at Econo Lodge, Rodeway, MainStay Suites and Suburban Extended Stay? All Choice Hotels brands now reward members with 10 points per $1 dollar spent." In reality, for some mysterious reason, for this specific brand there's a change in the policy/rule, that applies, ie there's a cap of 30 nights stay, for which you will be getting the rewards points only, even if you have been staying for longer duration, unless there's a 24 hr gap between your stays This is not mentioned anywhere and, I'm guessing, even the hotel empoyees are unaware of the change.
Business Response
Date: 01/30/2023
Dear *********,

My team cannot imagine how disappointed you feel, as points are of utmost importance for any member, mainly because they represent money. It's sincerely discouraging to know about your dissatisfaction regarding this matter.

While we understand you would like to receive rewards for every single stay and night you have at an extended property, it's necessary to mention that starting on February 1st, 2022, the following changes regarding our Extended Stay brands took place:

1. Extended stay guests staying 7 to 30 nights will earn 5 points per dollar spent before taxes.
2. Long-term guests (members staying longer than 30 nights) will earn 5 points per dollar (before taxes) for their first 7 to 30 nights; rewards will be capped at 30 nights.
3. Transient guests (members staying less than seven nights) will continue to earn 10 points per dollar.
4. Members will now earn one-elite night credit per night when staying 1 to 6 nights. Members will earn one-elite night credit for every two nights stayed when staying 7-30 nights and will not get any additional elite night credits after 30 nights.

If you want to earn regular points (10 points for every dollar spent before taxes), it's correct that you'll need to allow a 24 hours gap between each stay for less than seven nights. You can review our terms and conditions at **************************************************************************************************************************** in the 'Earning Points at Extended Stay Brands' section.

However, aiming to change your impressions, I have credited 10,000 points to your account. These points can be redeemed for a free stay at selected Choice Hotel locations since our properties range from 8,000 to 35,000 points per night. We hope you can take advantage of these points and give us another opportunity. On the other hand, the mailing address you provided does not match our records, so we advise you to update it by logging into your online profile or with our Member Services line at 888-770-6800.
Regards,
Mei
Choice Hotels International
CID ********
Customer Answer
Date: 02/03/2023
[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:
Looks very much, that the only reason this policy came into place after one year was to prevent long term guests from earning points...
11/16/2021 10/24/2022 = 342 days x $57/ day = $19 494 x 10 points = 194 494 8 550 = 186 390 points are missing, due to your policy!
You are only offering back 10 000 points --> that equlas to one night, if I book with points
--
**
Initial Complaint
Date:01/21/2023
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.
On July 6 of 2022 I booked at stay at Suburban Extended Stay in Mentor, Ohio. I was made awere that this hotel was part of the Choice hotel international program where each day that I stay in would receive point that could be used for future stays. This info was also displayed at the hotel as well as on the app "splash screen" that I require to download to be part of the the program. In Oct of 2022 I noticed that I was not seeing any point accumulate under my account for my stays. I contact the Manager at the hotels and she ( I believe bher name is ******) and she told me that once I check out all the point would be added to my account. Additionally, I contact the choice privileges customer service department and was told the same that. As such I waited until I checked out in 1/17/23. I wanted 72 hours to sey my point be added and when they were not. I talked to the hotel manager again and was told that they ( points) should have been on my account. She printed off my complete stays and said that I should contact choice privileges member service. I did reach out to member services on the 1/18/23 and spoke with a lady by the ***** and was a short my points would be accredited to my account for the 195 days. After not seeing them again I spoke with the manager at the hotel and was encouraged to escalate it to a supervisor. I called member services and talked with a lady by the same if **** and she told me that Extended stays not part of the choice privileges Network and could not extend the point that I earnd for my stay. Extended Stay customers do are not allowed to accumulate points past 30 days of stay. I informed her that this was not made aware to me at the time of signing up for the program, not on the app page, and was not told me to when I called in Oct nor on 1/17/2023. I asked to speak with a supervisor however, was told that one was not available and to call back. On 1/21/23 called back and talk with **** as was told the same thing **** told me
Business Response
Date: 01/26/2023
Dear ******,

My team cannot imagine how disappointed you feel, as points are of utmost importance for any member, mainly because they represent money. It's discouraging you have had so many frustrations over the phone seeking a satisfactory outcome.

While we understand your request to receive rewards for every single stay and night you had at this property, it's necessary to mention that starting on February 1st, 2022, the following changes regarding our Extended Stay brands took place:

1. Extended stay guests staying 7 to 30 nights will earn 5 points per dollar spent before taxes.
2. Long-term guests (members staying longer than 30 nights) will earn 5 points per dollar (before taxes) for their first 7 to 30 nights; rewards will be capped at 30 nights.
3. Transient guests (members staying less than seven nights) will continue to earn 10 points per dollar (before taxes).
4. Members will now earn one-elite night credit per night when staying 1 to 6 nights. Members will earn one-elite night credit for every two nights stayed when staying 7-30 nights and will not get any additional elite night credits after 30 nights.

If you want to earn regular points (10 points for every dollar spent before taxes), you'll need to allow a 24 hours gap between each stay for less than seven nights. You can review our terms and conditions at **************************************************************************************************************************** in the 'Earning Points at Extended Stay Brands' section.

Upon checking, we noticed that one of our phone representatives credited you 8,000 points. Nonetheless, attempting to show you our appreciation, I have deposited extra 12,000 points. My team hopes you can take advantage of these points. On the other hand, please know that the mailing address you shared does not match our records. You can update it by logging into your online profile or with our Member Services line at ************.
Regards,
Mei
Choice Hotels International
CID ********
Initial Complaint
Date:01/03/2023
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 had reservations at ************** Hotel in NYC with a check-in date of Dec 25, 2022 (I stayed for 7 nights total). My flight was cancelled at 12:45 a.m. due to ********************. I immediately called the hotel to tell them I would not be arriving and asked to change my check-in date to the next day. The hotel said since I reserved it using Choice Points, only Choice Hotels could make changes. I called Choice, and they said they can't change the reservation because it was outside the cancellation window, and told me to call the hotel. I again contacted the hotel, and the hotel again said they could not make the change because it was made through Choice, and said it would automatically check me in even if I don't arrive. I again called Choice to get credit for the room, and Choice said I would have to call Customer Relations. I called Customer Relations, but it was closed on Christmas. So...I tried several times as soon as I found out my flight was cancelled to free up the hotel room - the hotel kept referring me to Choice since the reservation was made with points, but Choice kept referring to its cancellation policy. It was very frustrating. I talked several times to Choice Privilege, then to Choice Customer Relations, and even to a manager, and each time the person simply apologized and re-read the cancellation policy to me. I am appalled that Choice has no provisions for weather-related cancellations that are made outside of clients' control. I stayed at the hotel 7 nights (3 reservations, extended twice), yet despite my best intentions, I lost 30,000 points. Yes, I understand the cancellation policy (which was repeatedly read to me), but I find it very restrictive, punitive and unfriendly. Weather disasters and flight cancellations are quite stressful, and I would have hoped Choice would have the reputation of a company that takes care of its customers during emergencies. It does not. I'm requesting a 30,000 points reinstatement
Business Response
Date: 01/16/2023
Dear ****,

We understand your position in this scenario and would feel the same way as you do now. We regret that your flight was canceled. As a corporate office, we have regulations for all our hotels established when the business starts. However, as much as we would like to, Choice Hotels have not the decision to jump in and force any groups to process a cancellation and a refund. Please know that all Choice Hotels are individually owned and operated, so they enforce policies that we cannot change or override. However, as appreciation for your loyalty, I have added 8,000 points to your Choice Privileges account; your new point balance is 10,000. Remember that free nights start at 8,000 to 35,000 points depending on the hotel's location, season, and arrival date. We hope you can take advantage of these points and consider staying with us again. For more questions, you may reach us back at any time. Regards, *****.
Customer Answer
Date: 01/17/2023
[A default letter is provided here which indicates yo
ur 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:12/28/2022
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.
On October 4, I purchased 20 000 points in error for $216.30 and attempted to contact them immediately via email and phone for reversal of the transaction and they were unavailable. my phone calls remained on hold and my emails went unanswered in the weeks immediately following this. I was finally able to get in contact with a support specialist on December 9 after 2 months of attempts with Choice Privileges points for Choice Hotels, and he advised me he would be contacting points.com for a refund for this special circumstance, and then removal of the points. He advised that I would be hearing from points.com about this in 24-48h - this was done on December 9 after months of contacting Choice Privileges Support by email and telephone. I heard from points.com after I contacted them and received the response: "To clarify, Points does not authorize refunds. In order to obtain a refund for a transaction you no longer need or made in error, you are required to contact a supervisor at Choice, who is familiar with the refund protocol. Please note, that transactions are non-refundable unless Choice agrees to approve for us to proceed. You may want to let them know you have already contacted Points, as their agents tend to forward their members to us without first checking their guidelines. "I then reached back out to the Choice Privileges Points program support as they had given the approval for points.com to proceed with refund in my conversation with the support specialist and received numerous emails about people saying that the case had been escalated and i would hear back in 7-10 business days but it's been well over that now. They would never answer my question about when the transaction would be approved so the refund could be processed and simply would repeat that the case had been escalated.
Business Response
Date: 01/08/2023
Dear ********,

It's hard to imagine your frustration and dissatisfaction regarding this matter, mainly because it involves money and has taken so much of your time. At the same time, my team feels disheartened you have not received a satisfactory outcome yet.

Due to the circumstances, we understand why you request a refund; nonetheless, please know that Points.com transactions are non-refundable. Despite this, I have sent a new request to our Coordinator Team for them to review your case and contact our partner to see whether a refund is possible, but we cannot provide you with any guarantee. Please allow 7-10 business days for us to have an answer. However, since we recognize this situation has been distressing for you, I have added 8,000 points to your account as appreciation. My team hopes you can use the points soon. For your understanding, thank you.

Mei
Choice Hotels International
CID ********
Customer Answer
Date: 01/11/2023
[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 ********. I have been contacted by points.com, the partner site, and they have informed me they will be refunding the transaction. I haven't received anything yet, but they have indicated it is to be processed.

Regards,

*****************************
Initial Complaint
Date:12/21/2022
Type:Sales and Advertising 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.
18389 points missing. Choice makes it Impossible to contact. I have 3 kids and had covid multiple times. I want to travel more
Business Response
Date: 01/03/2023
Thank you for reaching out to us, ****. We also understand the importance of using your hard-earning reward points when you need to use them. After carefully reviewing your account, our record shows that on 12/22/22, 18,389 points were reinstated back to your Choice Privileges account. When time allows, please check this information at your most convenient time by accessing your account online. Please try to sign in with the email as username and the last password you set up. However, if you do not remember it, you can set up a new one by following the steps:

1. Go to this link *****************************************************************************************************************************

2. Enter your email address and your name (****), and your last name (********). Also, make sure there are no capital letters and spaces after typing the email.

3. Click on submit, and it will send you an email with a link that says help us verify it's you.

4. Click on the link where it says click here to verify your email, and it will lead you to a different screen asking you to create and confirm a new password. (Do not use previous passwords).

We hope this information helps. If we can be of any additional assistance, please let us know.

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

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Choice Hotels International is NOT a BBB Accredited Business.