Choice Hotels

This hotel stay was one of the worst experiences we've ever had. From the moment we arrived, there were concerns. The lobby itself did not have a public restroom available for guests (think about that). When have you ever been told there was no restroom as a paying guest at a hotel?

Our first room had a horrific odor that seemed to be a combination of heavy air fresheners, scented candles, old cigar and cigarette smoke, and years of attempted carpet cleaning that turned into a sour mildew smell. It felt as though strong fragrances were being used to mask deeper odor issues rather than address them.
Even multiple applications of Lysol couldn't begin to cover the stench. While trying to sanitize the room ourselves, we next discovered an unexpected roommate. (a live Black Widow spider) -see attached photo, climbing along a wall. And, not to our surprise, several dead ones in the room: one in a floor towel in the bathroom and one in the sliding back door along with weeks of dirt.
When I mentioned the smell, some of the cleaning staff seemed offended. I explained that my concern wasn't with the immediate cleanliness of the room, but rather a long-term and much more serious concern about the room that comes from a property that appears not to have been properly maintained for years or even decades.
Almost immediately after entering the room, my allergies began acting up. I developed severe congestion, constant sneezing, and increasing shortness of breath. I used my rescue inhaler, but my symptoms continued to worsen. Eventually, I even started losing my voice.
At that point, I called the front desk and requested a different room. Fortunately, there was a mix-up with the room key coding, which allowed me to overhear the front desk employee speaking with her supervisor. During that conversation, the supervisor acknowledged that the room they were originally going to move us to, Room #111, was also not suitable because it, too, had a bad odor issue. The supervisor then instructed the employee to place us in Room #137 instead.
This was particularly concerning because it demonstrates that management was already aware that multiple rooms had significant odor and maintenance issues, yet those rooms were still being assigned to paying guests. This suggests that the problems were not isolated incidents but known conditions that had not been properly addressed.
What made this experience even more surprising was that the room we booked had a 9.4 rating on Expedia based on previous guest reviews for each style of room. Given that rating, we reasonably expected a clean, safe, and comfortable room. Instead, we encountered conditions that negatively impacted my health and raised serious concerns about the property's cleanliness and overall maintenance.
By the time we were relocated, several hours had passed since our original check-in. The second room was cleaner, but it had an overwhelming perfume smell, further reinforcing the impression that fragrances were being used to cover underlying odors. Thankfully, after leaving the door open for a while, the scent began to dissipate.
Unfortunately, opening the door revealed another serious issue. The handle and locking latch on the sliding door had been completely removed and were lying on the floor, leaving a gap large enough for mosquitoes and other flying insects to easily enter. The door was secured only by a flimsy aluminum lock that provided little confidence in its security.

Between the persistent odor issues, the combination of candle scents and cigarette/cigar smoke throughout the property, multiple black widow spiders, worsening allergy symptoms, broken door hardware, and insects found in both rooms, the overall condition of the accommodation fell well below any reasonable expectation for a hotel stay.
After this experience, we requested a full refund. The hotel's response was that because we stayed the night, they would not issue one. Instead, because the replacement room was supposedly smaller, they refunded $13.00. Given the serious health and safety concerns we encountered, this response was both disappointing and unacceptable.
The situation could have been much worse. My breathing issues continued to escalate throughout the evening, and there was a very real possibility that I could have required medical attention or hospitalization. No guest should have to choose between staying in unsafe conditions or losing the money they paid for a room.
The condition of this property raises serious concerns about guest safety and habitability. Rooms with overwhelming odors, evidence of black widow spiders, both live and dead, broken door hardware, insects, and conditions that can trigger severe allergic reactions should not be rented to paying customers. It appears that profit has been prioritized over providing clean, safe, and livable accommodations.
Quality Inn should take a hard look at the condition of this property and more importantly, the standards being enforced. What we experienced was not even reasonable lodging, let alone the quality accommodation we paid for. It was an extremely unpleasant and in several respects, uninhabitable experience that no guest should have to endure. A $13 refund based solely on the size of the room should have been automatic, and frankly, offering that amount as compensation for the overall experience was insulting. The response from the employees also failed to adequately address the conditions we encountered or reflect the seriousness of the health and safety concerns involved.

I was placed in room 107 and and found the floor with about a gallon of water on it between the bed and window. I contacted the front desk and was told that they were sold out and there was nothing they could do. I asked for the manager who never responded. We used towels to keep the floor dry by the door but we couldn't use the bed there. I complained the next morning and got the same excuses and again no response from management. By afternoon I found a room that was being cleaned and the evening staff moved us. The new room (109) has a bathroom door with broken hinges so it can't be closed. All that and they did nothing but make excuses for everything. Worst of all, the people staying in room 105 told me they originally were put in room 107 and complained about the flooding and were moved. The next day without any actions taken to fix the problem, they put me in that room. In the end I got nothing for my troubles but "I'm sorry " and no response from management.

Quality inn chesterton, IN terrible experience reserved a room with tub handicap room and there was no tub stopper. Told me they did not have any and did not have any maintenance that evening. Next day they moved me across the hall to a room with a tub stopper. I was worried about the refrigerator and in the daytime they said there was no maintenance and i asked the manager to call me but she was too busy and left the motel and never called me back I was checking the frig and found several spots of black mold. Called choice but the gm never called me back either.

I have been a Choice Hotels member since 2016, reaching their platinum status. On October 24 I broke a leg at a football tailgate event and subsequently had surgery and spent 4 days in a nearby hospital. I had a 10/24 reservation at a Comfort Inn/Suites in fort Chiswell/Wytheville VA, and someone in my party called that hotel to inform them I would not be able to make that reservation. The room had been paid for with accumulated points, and for reasons unknown to me, the reservation was not cancelled, and the room was supposedly not re-booked. Choice Hotels has refused to refund me my points. I will not be staying with them anywhere at any time in the future.

Made a reservation for a room at the MainStay Suites Greensboro approximately 2 weeks before my arrival. Arrived there in the evening and was told that no room was available. I received no advance notification in spite of them having my phone number and email address. No effort was made by the hotel staff to find me replacement accommodations. When I arrived there was no one at the front desk. I rang the bell and yelled hello and no response. I called the hotel number and someone finally appeared.

They have a maintenance man that 1 is all over the blonde headed front desk clerk. 2 is a tier 3 sex offender. 3 lives on the property as part of his parole. 4 is a violent sex offered 5 should not be around your children when you have to stay at the motel. I will be sure to spread the word on this issue until he is removed from the property. There is no excuse for this kind of person being in the hotel business.

Booked a room at the Quality Inn in Chandler AZ for 3/23/24. The room was unacceptable, the bathroom sink and counter were falling off the wall. The "queen" bed was a "glorified" double roll-away type of bed.
The front desk staff offered another room, however, the 11-year-old was fearful of this hotel and asked to go somewhere else.
Now, comes trying to get a refund...
First, the staff stated there was nothing wrong with the room and we were a no-show. Several days later the same staff member had pictures of the room that verified the complaints. The front desk manager acknowledged their mistake and promised a full refund of $201.44. Then, the owner, who approved all refunds was on vacation, and as soon as he got back, I would get my refund. Several days later I called, and they were waiting for the owner who should be in town any time now. Today is 5/10/24 and still no refund!
Now for the corporate office incompetency - It is not the job of the complaint department to resolve issues! You get a call center outside the US, staff are well trained to sound sympathetic and eager to assist. I called 4 times and explained in detail my complaint. I had the same rhetoric repeated to me every time. I was told someone would call after 72 hours with an update, never happened! I was told 2 times the hotel would be notified of the complaint, never happened! I found that out on the 3rd call! On the 5th call, I demanded to speak to a manager who told me this department doesn't handle refund complaints! I would have to go to the owner of the hotel!
Seriously! It appears that Choice Hotels hopes complaining customers just give up and go away...
Terrible, terrible excuse for customer service!

I was working hard and styed at many locations to earn the staus of Diamond member. I was getting ready to use my hard earned points for m family vacation. When i called in they told me that i have (0) Point. WTH guys you just took my points and my staus. I m am happy to let others know how mest up you guys are and I alwasy tell my story that i will never use you guys ever agin.

This membership and reward program is very poor. After 1 year of sending our employees to this location, over 15 stays were missed. On top of this, they mixed my personal name with my business. When i called them to rectify the names, the customer service removed the company name completely. I called, again, to put it back on invoices for tax purposes and they couldn't anymore. They asked that we send an email to another department with Driver's license and more time-consuming. After over a year of sending crews regularly we get this service...

My family stayed over a week here. We were amazed how affordable the rates were for such a nice place.

My spouse and I stayed 2 nights in January at the Choice Hotel at 7007 Grover in Omaha, NE.
We were beginning a group bus tour the first night. Front doors were not available. Had to enter from the back parking lot. No cable tv working in the entire hotel.
When we got ready to leave we requested a reservation for one night when we returned from the bus tour.
We returned and at the desk the clerk told us we had no reservation and the price of the room would be $20 more because the hotel was under new management. We decided to stay. The bathroom near the front desk had two issues, a broken sink and no running water. I went up to our room and there was a loud buzzing noice. I went back downstairs and 2 clerks went back up to this room and told me it was the main generator. They took me to another room and the buzzing sound was also annoying. Finally, they found a room that was noice free. The next morning we packed up and left. In the hallway as we were leaving our room were 2 policemen. When we returned home I realized my spouse had left his prescription glasses in the room. I called and the clerk said they were at the front desk. After a few phone calls a member of the staff said she would mail them to me and I told her I would reimburse her. No glasses. I have called Choice Hotels corporate office several times. They have told me the manager is always gone or unavailable. This manager, Deepak Thomas, does not seem to care about his customers.

I went to check into a not so Quality Inn in Fresno it was late the hotel was filthy and not well maintained as are most of there properties!

My husband and I stayed at Rodeway hotel in Metairie,La.Upon our arrival Cerina the front desk clerk checked us in and she was very polite and helpful not only that she gave us a newly renovated room that room was very soothing and comfortable.No noise and it was secured.I will definitely be a regular here especially with the rate of the room was in my budget.

I recently fled a domestic violence situation which I let the manager know about as she was asking me to leave she told me to pack lighter next time I got beat up

We are long time members of Choice Hotels and have always been pleased with the accommodations and price. We just experienced our first big disappointment at the Comfort Inn in Cornwall. Front desk staff were friendly and helpful, beds were clean. Everything else left much to be desired! Building is badly in need of updating, rooms are small and cramped, parking not great, even the lamps were outdated, not working properly. We will not stay there again.

Should you find a deal on a room at one of their hotels on a 3rd party website, they claim they'll match that price and give you a $50 gift card or something. So you book the room with them instead of taking the deal, and fill out a price match request form & include a link to the better price that they'll review and get back to you on in 48 hours. Well, in 24 - 48 hours, that sale will probably be gone, so by the time they look at the link, the sale is gone, they respond saying they can't find the deal you saw and now you're out the savings you could've had if you just booked at the 3rd party site to begin with.

It's a pretty shady way of convincing people to forgo better deals on 3rd party sites. Lucky for me both choicehotels and the 3rd party site offered free cancellation on the room until the date of the booking. I had a feeling it would work out like this since they would only accept a link to the deal on their price match form and there was no place to include an attachment like a screen shot of the better deal. So I booked rooms with both websites, and will cancel my choicehotels booking since they won't honor their price match guarantee.

Awful customer service - told to check out early due to a total power outage at hotel and refund for 2 nights would be given. Now hotel refuses to issue refund, management doesn't reply to contact and choice hotel customer service are useless
Avoid all choice hotels - will never use again

I love this hotel they don't bother you best breakfast and staff is the best prettiest ever ms Roxanne beautiful and understanding ms.sabrina same way i promise this the best one