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)
So my wife is riding in a car that is rear-ended on 4/6 and experiences back pain. As a stage 4 cancer survivor, she is no stranger to pain. She goes for a PT eval on 4/7. They recommend 30 days of treatment. In the afternoon, the pain worsens. So, she doesn't want to fly from DC to Nashville, nor drive from Baltimore to the DC airport. We're beyond refund time for out stay starting on 4/8, but we try. Choice says they will consider. THEN THEY TRANSFER HER to bluegreen vacations promotions. (Check out these guys, if you haven't.) She agrees to sign up for this questionable offer. Then they reward us by denying our initial request. Think I'll ever use Choice or their card again? (I pay my bills and don't carry a balance.) I'm fairly certain it won't happen. And if I can spread the word about your treatment, I will.
DONT STAY HERE Booked room in December, Got a call in March stating there was a "GLICH" and they have to cancel my reservation when questioned Manager of property AMANDA hung up on me! Property is the downtown Salt Lake city Comfort Inn. I had my wife call and see if she could explain it and she stated SORRY CANNOT DO ANYTHING NOT HER FAULT AND HUNG UP ON MY WIFE!
Tried calling corporate where message states they are open till 5PM MDT and you cannot get thru to anyone! I was trying to get a hold of CEO Patrick Pacious! No email for him or any other officer at Choice Hotels. Called customer support i finally got on phone after 1/2 hour wait.
She was not from the US and stated she would run this up to her SUPS and they would call me back shortly. Shortly to Choice Hotels must be Never! Their was no urgency to rectify the situation! Now I am stuck with no place to stay downtown because all hotels are booked!
We have a 3 day event in conference center and totally screwed. I cannot believe this place is still in business!
User's recommendation: DONT BOOK OR STAY HERE THEY HAVE NO HONOR!
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Room smelled like trash when I got there. Manager told me to shut up and when I complained I was told to get out the next day.
Great staff with clean rooms. Would absolutely recommend! Everyone that works here are wonderful and very helpful. This is our go to hotel.
You can't split points which they don't tell you. If you purchase points on points.com and take up to 48 hours to post. They charge my credit card for a whole 2 weeks double payments I have to get in contact with my bank because they're overnight auto pay was hitting me for more money. Smh it's a lot of cons to this. You really better off just going through the hotel save a lot of hassle
Went to quality inn in galipolis Ohio. A housekeeper with the name tag April was talking loudly in the hall way early one morning about how she couldn't wait to get her drugs & that she was skipping bed making to meet her dealer on time. Truly disgusting. I tried calling the front desk to report and they were no help. Absolutely unacceptable. That housekeeper needs fired and they need to drug test their housekeepers!
Anyone who believes the "rewards" program is real is in for a rude awakening. Points are worthless, and you're always just a few points shy of using them. Ask them and they will encourage you to buy points.
I recently had booked a reservation through choice hotels and then right before our trip my travel mate tested positive with Covid19. I called to change dates or anything and was told they could not do anything. I would be sure to read reviews and would never recommend using them. I was on the phone for almost an hour being transferred 5 times to be told to keep calling the same number and to be told there was nothing that could be done. There are so many other hotel sites that will give you better service and accommodations. Please don't make the same mistake I did.
Cancelled reservation 3 weeks ago and they charged me this morning. Front desk was rude and they plan to just steal the money. I would be very wary of dealing with these people. They lie and cheat at every turn.
Choice Hotels Corporate Report: (2nd Time Posting)
Nothing but the truth stated here:
As it stands today, I am so unhappy that I made a reservation with: "Choice Hotel" for the Comfort Inn and filled out their Choice Hotel Visa signature card that is serviced by Barclay Bank as well! I am thinking cancelling my reservation and go to another Motel (Marriott or the Holiday Inn) because of Choice Hotels and Barclay Bank.
Sorry, that I requested a Choice Hotel VISA signature Card we do have many other Credit Cards. We have been with Choice Hotels since 2014 and we also get the same type of treatment on other reservations calls and now with their VISA signature card. We have a very high FICO score only to find out in my membership and my VISA Credit Card have been denied (rejected)! (My Debt -to- Asset's ratio score: "4% Debt - 96% Assets)".
Not the way to treat your customers.
Also, they should stop advertising apply for your VISA Card.
This Choice Hotel and the signature card is nothing but a BIG JOKE.
You know the best type of advertising is the back porch!
(One person says something bad about a firm to another person and they remember that and pass it on to someone else and add some more comments to the statements - soon then your firm starts start's getting less Stars or Points until you have no more).
COMMENT:
1. Hotel Choice reservations is nothing but a BIG JOKE.
2. Also, you should stop advertising apply for our VISA Card.
3. We feel that your firm should either; Merge -or- Sell to someone else or close your business doors.
What a nightmare - we are so unhappy that we made a reservation with: "Hotel Choice" and filled out a Hotel Visa signature card with them - to a point that we cancelled our reservations, and booked with other motels in Three other cities
Reservations Folks:
You should go to another reservation center to book your motel stays! (It just not worth your time, money, and effort) then to stay with Choice Hotels.
Thanks for your time to read this report.
Vietnam Veteran
I canceled a stay in one of their hotels and was promised a refund. They provided me with a receipt showing a refund due, but when I never received it they blamed the hotel. I have been given the run around and they wanted to give me points instead. Horrible business practices. I will never stay with another choice hotel ever.
This review is not for most all of my hotels stays through Choice Hotels. Throughout my travels, most have been great, however, I had to write about this hotel experience I had (March 2021), that I just could not believe.
In March of 2021, I reserved a room at the Quality Inn in Amarillo, Tx on 1610 Coulter St., using Priceline. Priceline then emailed me the itinerary and the statement showing the charge rate and check-in, check-out. All good.
At check-in, I mentioned to front desk person that this reservation is with Priceline, in which he said "yes" he could see that. That night, Amarillo had a major snowstorm (closed the interstate), so I was forced to stay an additional night. At front desk, I mentioned that I would pay this additional night separately (I so wished I would have called Priceline instead).
The next morning at check-out, I made sure the staff knew the first night was already paid. Staff assured "yes no problem".
A month later, I had noticed this Quality Inn charged me for two nights! I then called and was told the manager would call me back asap. I never received that call! This went on for two additional months! So, when I finally was able to talk to a manager, she seen this extra charge on the system and assured the mistake would be corrected and I would have a refund. One week later, I checked my card account and noticed she actually charge me again! So, two mistaken nights of charge and the second night was when I was 1500 miles away from Amarillo! I then contacted my charge card company for a 'dispute' charge in which they tried to resolve this, with no response from the hotel owners/staff. Finally, the card company listed this hotel as a 'FRAUD' account.
I have stayed at various hotels/motels for 50 years, and have never had this happen! If there are simple charge mistakes, the hotel would resolve in an expedient way. Not this place!
Please stay at your own risk.
Note: Many will ask' "ok however, how was the stay?" Answer; "awful, no hot water and no towels.
Half the lights in the room didn't work. Toilet did not flush. Trash on the floor. NONE of the ice machines worked. Upon complaining, I was offered a discount/credit. They issued it to the wrong room and refused to correct the mistake.
Choice hotels should be ashamed to even admit this hotel is one of theirs! This hotel needs to be demolished! I am going to report this hotel to the Pennsylvania health department. The smoke detector his hanging by wires. The water is toxic, full of rust, rotten eggs and God knows what else. We could not drink the water or take a shower for fear of some kind of horrible contamination! The floors, walls, and ceilings are falling apart. And to add insult to injury, we had to pay over 200dollars for the room!
Terrible! So bad I wouldn't use! Customer service lies to people. Was told I was getting enough points to use for 1 night stay due to an issue with the app that caused be to be charged, however that was a lie. When I called I kept getting the run around. Still trying to get it resolved and still getting the run around.
I participated in the promotion for booking 2 nights to redeem a $50 Amazon Gift Card. I actually booked more than 4 nights during my cross country road trip. I never received the $50 Amazon Gift Card. The first time I called was a few weeks after the redemption. The customer service rep told me it takes 4 to 6 weeks for the card to the delivered. I called back today after more than 6 weeks, the new customer service rep told me the redemption department told him the card was delivered within a week of the redemption and the $50 Amazon Gift Card has already been redeemed and was not able to provide a tracking number for the mail. I told him that was impossible since nobody can steal my mail. My mail slot goes directly into my house. He said there was nothing more he can do. I ended the call telling him they just lost a big customer to their Choice Hotels chain due to this SCAM!
In their advertising over a long period of time, Choice Hotels clearly stated that points earned in their rewards program were "good for your lifetime". I have used Choice Hotels as my first choice for mid-rated hotels for over 30 years and my current points account goes back over 20 years. During the past two years our travel has been extremely limited because of Covid 19. In May, we made a trip and booked three stays at Choice Hotels. When I returned home, I checked my account and found that over 20,000 points had been removed from the account. I called customer service and was told that Choice Hotels now removes points if there is no activity in your account for 18 months. I requested that my points be reinstated and was told that the person I was speaking with did not have the authority to do that. I requested to speak with a supervisor or manager. The customer service representative refused to put me through to a supervisor and stated that she would submit my request for review and someone would contact me. That never happened. After three weeks, I called again. I could not speak to a supervisor. I wrote a formal complaint and got a response back stating that my request was under review. It has now been another month and the points have not been reinstated. I have not been contacted by a supervisor or manager. WORST CUSTOMER SERVICE EVER! I will never stay at another Choice Hotels property.
" I've stayed in a lot of hotels and the Sleep Inn is by far the cleanest place I've ever stayed and that is important for me."
They are total scammers and stole my money. Bad third party site. Do not use. They booked me for the wrong date and then said there was nothing they could do.
In June, I booked 2 nights in July at a Quality Inn in Niagara Falls, Ontario. A short time later, I discovered that the Canadian border was closed and I would be unable to get to this hotel. When I contacted Choice Hotels to cancel my reservation, they told me I could not because I had gotten an Advanced Purchase Rate which is not cancellable. Even now, there is no information on their Website that the Canadian border is closed. The Choice Hotel system should not have allowed this reservation to be made. By doing so, they perpetrated a fraudulent transaction because it cannot be fulfilled.
