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.
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Choice Hotels Reviews Summary
Positive Highlights
- No positive aspects were mentioned in the recent reviews.
Negative Highlights
- Guests report being placed in rooms with standing water and black mold.
- Staff often fail to resolve maintenance issues or provide refunds.
- Loyalty members say points are not refunded even for medical emergencies.
Most commonly discussed topics
The most helpful reviews behind these summaries
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.
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.
Reviews (215)
My fiancé' wanted to stay with her aunt, hadn't seen here for years. We booked a hotel room as backup. Her aunt invited us to stay with her so I called to cancel. Quality Inn said they would accept the cancellation which we called 3 days in advance. They said because we booked through Choice Hotels, we had to call them. We did, the Customer Service rep (took two of them) said that she would call the hotel directly, if Quality would allow it, she would cancel it. Came back on line then said Quality won't cancel it which was a lie. Then she hung up on me. I will never use Choice Hotels again. Stay away from them!
We travel a lot and tried Choice a few times--but we are done with these properties. From a Quality Inn with a door that wouldn't lock, to a Woodspring Suites that closes the office after 10:00 p.m. (that wasn't disclosed when I made the reservation), to so many issues at another Quality in Canton Texas that we had to check out in the middle of the night, this chain is the worst. I still don't know if I will get my money back from the Woodspring in Ft. Worth at 4101 E California Pkwy. Filed complaint with FTC and Better Business Bureau. We are now regular customers with their biggest competitor.
Where do I start. My daughter and I stayed one night at this location, on Thursday night, March 16th-17th, 2023. I reserved the room online, one queen bed in a non-smoking room. When we arrived at around 8:30 pm, there was no one at the front desk. Instead, there was a piece of paper there that said, "to check in, please call *******970", which I did. I believe the name of the woman that answered was Jennifer. She said she would be right there and about 20 seconds later came to the front desk from somewhere down the hallway. I told her I had a reservation and she asked for my license. She was nice but that was it. She said they were doing renovations, which was blatantly obvious, and that she would give me a "recently renovated" room. I had called a few days before to make sure it was a pet friendly hotel before placing my online reservation, and whoever answered when I called said it was and it would be a $5 pet fee.
I paid for the room and we brought the cat in, then went out to get something to eat. The room we got had two full sized beds and was a SMOKING room. It appeared clean for the most part. There old mattresses/box springs lining the hallway and the carpet was torn up in the hall. The entire environment was in a shambles. When we came back with our food, my daughter looked under the bed for her cat and found broken glass. When her cat finally came out from under the bed, she found a bug on her - it was a VERY large bed bug (which we didn't identify until the next morning and didn't recognize it. We assumed it was some bug we'd never seen before). We ate and went to bed. The next morning, we found 3 more large bugs in the room. Having never been in Missouri, we googled the bugs and realized they were BED BUGS. There was also a large puddle of water across the floor in front of the refrigerator and directly in front of the door to leave the room.
I went down to the front desk immediately to notify someone about the bedbugs AND the water on the floor but the office was locked down tight, no one was there. This was at 7:30 am on Saturday. I waited until 8 am and still no one was there. We packed up and left. VERY poor customer service.
This was the WORST hotel experience I've ever had. Bedbugs galore, a leaking refrigerator (the freezer part of the fridge was frozen and the ice was melting, which is where the water was coming from), a "clean" bath towel that wasn't clean, poor service from the hotel staff, being OVER charged after being told what the fee would be. It should have been $51 for the room and $5 for the cat, and when I got home and reviewed my receipts, I realized I was charged $111 for a room that wasn't suited for an animal. Unless I receive a FULL refund for the entire stay (INCLUDING the pet deposit), I will be contacting the health department about this experience as well as leaving negative reviews anywhere I can. This is completely unacceptable, and I would have demanded a refund before we left IF anyone had cared enough to be at the front desk.
Address of the hotel:
3100 Wingate Court
Columbia, MO *******
Hotel Link:
Hotel in Columbia, MO | Suburban Studios Extended Stay Official Site | Suburban Studios Extended Stay Columbia - Hwy 63 & I-70 (choicehotels.com)
This dump shows a 4 star rating on Choice Hotels site! Obviously written by the ones who live here! Don't bother stopping here and spending your money, unless you're here to party, make some money, etc.
Couple stood outside my door fighting for 2 hours, (2:30 am-4:30 am). Homeless sleep under stairwell and roam parking lot trying to sell items to guests. They are also crawling under cars, apparently to find cigarettes. Housekeeping vacuuming upstairs, my ceiling was vibrating. It's a wed night, so loud and disruptive. Front desk has cameras in office, they can hear the yelling, the fighting, they can see the homeless following guests, yet do nothing. I should have saved my $72.00 and just slept in my car in parking lot. (Pics) 1 st column, stairwell for homeless, tray where ice bucket sits, dirty iron, inside bedside table, dirty, remote, 2 nd column, stairwell in view of office, ironing board, table by window, unused by me, but dirty, bed with holes in linens. Walls are paper thin, can hear normal speaking voices next to me.
What an expensive sleepless night it has been. I couldn't even shower, strings of black hair in tub, and went and bought bleach and cheap towels to clean toilet seat and ones to sit on.
I paid for two rooms at a hotel with points. I purchased the points specifically for use at that hotel for two rooms for one-night. Choice Hotels sent me a letter, two weeks before my stay, stating:
This hotel is no longer franchised by Choice Hotels, and we are no longer able to guarantee this reservation... this correspondence does not ensure confirmation or cancellation of this reservation, so please contact the hotel first at *******153 before making other plans.
I called the number listed several times. Mainly, it rang and rang. Sometimes they would hangup right away. I could not speak with anyone to confirm my two rooms.
I called Choice Hotels, Customer Care. It's actually called 'Choice Cares' (right!). After 45 minutes, the finally got my points back. They forced me to cancel the reservation and then want me to spend more money for another reservation. This was not something I chose to do. I had my rooms booked and paid for with a confirmation.
I asked to speak with a supervisor several times because I feel I should not have to spend more money to get what I originally paid for and I was forced to cancel. Every time I asked for a supervisor, the lady kept trying to get me to give her more money even though I had not asked to rebook the rooms.
I just feel there should have been some type of compensation for what they forced me to do. Checking the reviews for Choice Hotels as a hole, literally, I see the ratings are not even at a 'good' level.
Two weeks from vacation and Choice Hotels is forcing me to spend more money with them if I want to use the money I already gave them.
I live in Columbus Ohio and my great nice lives in Blairsville GA. She was getting married April 29 so I made a reversion at comfort inn for three nights for $427.49. The wedding got postponed because the groom got called up by the National Guard to go to Turkey for the earthquake relief. I called Comfort inn and a very nasty lady told me no refund because I prepaid with choice hotels. I am canceling all most 2 months in advance. The wedding will be sometime in the fall when he gets back form Turkey. I will not be staying at a comfort rip off inn. I will never stay anywhere that choice rip off hotels is involved in.
I had a simple fix they offered 15% off in there app t that did not work I also was supposed to receive more points and I was on the phone for over a whole hour the phone hung up and nothing was done I had to call back to get this action redone again with the escalation of a collection an app I only lost points but I lost my reservation customer service was horrible that I had to ask for manager to repeat myself twice I lost out in the situation because of something they did not do and because of their issues and their faults when it could have been fixed within the first 15 minutes I don't think that I still have lost or something that is their accountability
I would love to be able to leave good feedback, but I have found myself extremely disappointed with this company and would suggest you avoid booking through this site. I booked a hotel for March, but had an unexpected car accident that left me medically unable to make the trip. Choice Hotels (and the Quality Inn in Savannah) both showed zero sympathy and suggested in the future I read the terms and conditions more closely, even though they agreed that it was impossible for me to have foreseen my accident, I am still on the hook for both nights. FIND ANOTHER SITE TO USE FOR YOUR BOOKINGS! Save yourself the hassle.
The website is unusable if I can't sign in, or get my inability to sign in resolved. There is no apparent way to email a human being, other than the canned we'll get back to you within 72! Hours. LOL.
Booked through Choice Hotel website. Confirmation email they sent us had the wrong address. Hotel clerk said this happened a lot. We ended up spending extra $50 in taxi/uber charges to get to the right hotel and didn't get to bed until 1 AM. The company has not been responsive to our concerns about their lack of competence. If you book through their website, be careful. Better yet, book with a different hotel chain.
I recently used this site to reserve a hotel for an upcoming trip for my wife and I. At first things seemed to be going smoothly, but once I'd finished reserving I'd realized that firefox's autocomplete entered my name in a field as my email address rather than my name. Worried that this name mismatch would get us turned away when we arrived at the hotel, I went into my account setting sot try and fix it. The site said I needed to call a number just to change the name on my account. So I did so, and was assisted by a someone named Mary in fixing the issue. Mary herself was very kind, patient and helpful, but it still bothered me quite a bit that the only way this company would let Mary fix my info was to completely wipe my account and create a new one from scratch, especially since her computer was giving her trouble (the company should take care to make sure their employees have a reliable computer network to work with). The only other option would have been to wait 3-4 weeks for a name change to go through, which was far too late for the date of our reservation. As if this wasn't all stressful enough, after Mary helped me fixed everything, I was sent to what I thought would just be an audio ad that would give me points or whatever, but instead wound on the phone with a very pushy woman who was trying for a very long time to convince me to book additional trips. The whole call made me extremely uncomfortable and I felt very put upon, trying to be polite, but feeling increasingly aggravated that she wouldn't accept no for an answer. I realize that this was probably simply her job, and she was trying to do as instructed, by the company running all of this really turned me off and I hope in the future I will remember to book my hotels through some other service.
In short, changing my name on a site account shouldn't be any complicated than a few mouse clicks. And I definitely did not appreciate someone aggressively trying to coerce me into scheduling an additional vacation for my wife and I completely out of the blue at the end of my phone call.
1 star off for bad website design, 1 star off for not giving your employees reliable equipment to work with, and 1 star off for really uncomfortable aggressive advertisement on the phone.
I have stayed in some very good and some very bad Choice Hotels (Econo Lodge, Quality Inn, Sleep Inn, Clarion...) The worst thing about the chains though is that their central website cannot be trusted for any of the reviews found there.
After my two latest stays (in not so good hotels), I have found afterward that I cannot leave a review of the property and my experience. When I called the hotel central offices to find out why, I was told that reviews are "by invitation only", meaning I guess, that you only get invited to leave a review on the main reservation site if you have "gushed" all over the manager while you were there? (Otherwise, I cannot fathom how some people get to leave reviews and some don't.)
The result of this is that the reviews of the hotels on their corporate website are skewed toward "we love this place." Come on Choice, how about permitting some honest reviews by real customers?
When buying points you will not get your points right away,you will find that out as soon as you buy the points, examples: let's say you only have only 2 thousand points and you need a hotel today,the hotels is 12,000 points you buy the 10,000points needed,that now gives you the12,000 points, well surprisingly its not going to show up at all, that's not good for the customer because the customer has to wait a day or 2 for the points to show up, that means after buying the points you will not be able to make a reservation that day, so now you have to pay for a hotel since you don't have enough points
I enjoyed my stay, David was very helpful during my check in. Only negatives, a pill was on the floor in my room and my 2 year old found it, the floor is very dirty and doesn't seem to have been shampooed in a very long time. And the room doesn't have a refrigerator or or microwave. Which is something I know they are working on. All staff was very helpful and friendly regardless of the few things that need some attention.
Had a guaranteed reservation at sleep Inn Macon Ga. Traveled from IL 13 hours on the road. Had a emotional support pet with me. Desk clerk said no more pet rooms you are not staying here leave where You stay is your problem not mine now leave. I left and called Choice and asked for help and received help finding another pet friendly room. Choice knows that I showed at the Macon location but they don't care they are charging twice for the same night. They know they are wrong but they don't care they are a terrible scum sucking company.
His is our second day at this hotel, in Stockbridge, Atlanta. First we reached very early so, we had the do not disturb sign outside our door. Second day we made sure there was no do not disturb sign outside our door and we left. When we came back, the beds were not made, bins were not emptied and no new towels. When we asked the front desk, we were told they don't have a single towel. Can you believe that such a big hotel and no towel? The breakfast timings were 6am to 9am. We went around 8am and there were no eggs. It seems that it is on first come first serve basis. We have been in other hotels but never had this problem before. We will come back and the bins will be empty, beds will be made and there will be new towels with soap and shampoo.
I did a reservation thru the app. Middle of my reservation they asked me to verify my email and then took me back to finish my reservation. I should of double checked my dates but I didn't after verifying my email and noticed after my confirmation the dates were wrong. I was in the phone for two hours with three different numbers to fix my reservation instead they took my money and the points I was using and said it expired and couldn't cancel. I was in the phone for two hours directly after I noticed my confirmation was wrong asked for a manager and they put me in hold and never came back on the line. I tried for two hours now I lost my reservation my money and my points and they didn't help me told me there was nothing they could do. So wrong I called 2 minutes after my reservation was wrong. The worst customer service I have ever experienced they just laughed. How can they get away with this.
This company is the worst app ever.
I made a reservation for what was supposed to be a dog friendly hotel. When I got the confirmation I. Looked over the details and noticed that animals are not aloud. I tried to cancel the reservation not even 15 mins after I made it when I noticed the no pets. Well I failed to get ahold of the hotel so I called the choice hotel line. They told me I could not cancel the reservation because the deadline was on the 13 of December. I made the reservation on the 15 of December. How can I miss a deadline when on the 13 it wasn't even a thought to get the hotel. They are attempting to rob me. I now have to go through cancelling my card and ordering a new one so I am not charged for a room I will not use. I am just disgusted. I absolutely would never recommend this app. NEVER. I will not use it in the future at any point
They condone certain behaviors at hotels that should not be allowed for sanitary and safety reasons they lie they take your money and then they make up lies about giving it back this company is the worst
Comfort inn on Federal in Denver Co. 11-20 2022. First the price went up over 100$ because bronco raidergame, the jacquizzi didn't work, there was black hairs in tub and shower, curtains not hung, sticky red stuff in shower, toilet paper holder broke, sink stopper broke, fixtures on sink and tub loose, window rotting, and it smelled horrible. At 9 pm could get no help. It sucked and was horrible. Will never stay there again!
