Choice Hotels Reviews 

trying to use rewards points to book a room is harder than having teeth pulled find another hotel chain to become a member

The hotels are clean and nice, however the customer support is absolutely horrible! I had a reservation at a Choice Hotel location. I had used my Choice Hotels rewards points to book the reservation (60,000). When I arrived to check-in, a car had hit a power pole and knocked out the power to the hotel. There was no power to check-in, no lights and no AC. I called the customer support line to describe my situation and see if they could transfer my reservation to another Choice Hotel in the area. The call center left me on hold for 42 minutes, before I hung up...then called again. For which I was on the phone for an additional 28 minutes, only for them to tell me they can't refund or transfer the point to because they can't contact the original Hotel for which the reservation was made. I told them thats is because they have no power!! Choice Hotels customer service has pissed me off to the point that neither, I or any family members or friends will ever spend another dime at one of their hotels again!! I can't emphasize enough how crappie and low grade the service is with this company! I am cutting up my rewards card and will be getting another with a company that has some semblance of customer service!!..I highly recommend staying away from any Choice Hotel rewards program!!

My spouse booked our weekend stay through Choice vs Comfort Suites directly as he thought he was doing. We had a bad experience ( our room and bed violated by staff member, at manager knowledge (yes violated our bed: wrecking our bed, pulling our blankets and sheets and taking our pillows! WHAT HAPPENED? ANSWER: During check in:9/5/26, after discrepancy with our room was being addressed, the clerk, upon us asking, allowed (okay'd) us to have extra pillows during our stay from orginal room that had fried rice and toenail clippings on carpeted floor, to another room, without carpet with no food and toenail clippings on floor!)) 9/6 we went for brunch, came back for a brief stop and we walked in to a wrecked room, our bed gone through and we looked around our room, there were the signs of violation. Immediately, when I comfronted the manager regarding this violation, she admitted that she was aware and blamed it on her clerk who was doing desk work! (Not right, nor fair, and, unflprofessional, not good leadership, especially as a manager) Then on top of our bad experience, we're having trouble getting our money back for checking out early. The manager of Comfort Suits of Twinsburg, Ohio on 9/6/26 refused to refund us and told us we must go through Choice to get our money back since we booked through them, because they would and will not. So basically, not only did Twinsburg Comfort Suits violated our privacy, (breaking contract), but in a sense stole our money, refusing to reimburse us upon our leaving early due to their violating our privacy. This is not defaming any one, but the truth. I promise, not threatening, but made promise, vowed, that if this matter was not rectified, reasonably, we will seek legal representation.

We were not told that the kitchen was closed before we made our reservation.
The bathroom door was hard to close and hot water was non existent.

Choice Hotels unilaterally cancelled a hotel reservation I reserved with points because of their own admitted IT issue. This left me pregnant and stranded in a strange city. I was forced to pay for the hotel with cash. They gave me the points back, but the points are only worth 30 cents to the dollar, meaning I was forced to pay three times the amount in cash to avoid being stranded in a strange city on a Friday night. Choice refuses to fully compensate me though it readily admits that the issue is entirely their own fault. They have given the same answer to me, the BBB, and my credit card company. It's as if you're talking to a broken record, and I wouldn't be surprised if the attorney general ends up talking to the same chatbot. Go with Hilton Honors instead.

I am incredibly disappointed with Choice Hotels and this Econo Lodge location. I made an honest clerical error on their website, accidentally booking a room for next week (September 10th) instead of the night I actually needed.

Even though the reservation is still a full week away—giving the hotel plenty of time to resell the room—both corporate and local management flatly refused to issue a refund or even shift the date, hiding behind "promotional/non-refundable" fine print. They would rather pocket money for a room that hasn't even been stayed in yet than show basic customer empathy.

A total lack of decent customer service. Book elsewhere if you want a company that actually cares about its guests.

Reservation website was clunky. A reservation verification wasn't displayed. Reservation was non-refundable. I initiated another reservation that posted a verification. Upon arrival at Comfort Inn location administrator indicated 2 room reservation, only 1 was intended. I reached out for refund & was rejected. Capital One disputed charges & was also rejected. Never again will I use the Choice Hotels reservation website or an related transactions.

I have a non-refundable, pre-paid stay booked for tonight that I will not be arriving to as I am sick. I called just to let them know and make sure there wouldn't be any additional charges since I'd already paid in full. I had to call 2 different numbers, wait on hold for 20+ mins combined and speak to 4 different, difficult-to-understand reps before getting*sort of* an answer. Nobody there knows what they're talking about. I'm still going to call the hotel directly just as a courtesy but man, it shouldn't have been such a production to get some basic info.

I booked at the Clarion Inn SLC Airport, my room had no running water. I was told by the front desk that they had someone that would arrive in about two hours to address the problem. It wasn’t a city shut off just a maintenance issue. But four hours later, I still wasn’t able to shower. So I checked out and was told to address it with Priceline. The hotel offered the third party a $9 refund for my stay. You can’t even take a shower at a truck stop for $9. I contacted their front desk for a corporate number and was lied to by the an employee saying they did not have a corporate number. Their number was the corporate office number. I, then proceeded to find the corporate number online. Choice said they couldn’t issue a refund only points. I told them I never wanted to stay at a Choice location again. I wanted a refund on my stay. The stay was not advertised as no shower. We still haven’t gotten a resolution.

BEWARE THIS COMPANY. Unreliable, not able to help at all if you have a horrible experience at one of their hotels. NO benefit to being a member. I made a reservation at the Clarion at Salt Lake City airport. When I arrived the hotel had no electricity whatsoever. It was the only building on the block with no electricity. The on-site maintenance people told us that their backup generator was broken and that this had happened 'several times in the last couple months'. I called Choice Hotels, told them that the hotel was uninhabitable, having no power, that they could not even put me in my room because the lock system was on the computer. The Choice Hotels representative told me I couldn't cancel my reservation because it was within 48 hours. I explained again that the hotel was uninhabitable, that I was unable to check in and that the staff could not help me in any way because they did not have phones or computers. The Choice Hotels representative then told me the only way I could cancel my reservation was with the front desk. I went back in, left my reservation number my name and phone number with the staff at the front desk and told them they needed to cancel my reservation as soon as their computers came up. Sure enough, I was charged for the room. Now I have been on the phone with Choice Hotels for the last 40 minutes, after interminable holds the first person disconnected me. The second person told me she called the hotel, but that they wouldn't have anyone that could talk to her until after 5:00. She then told me I needed to call her back after 5:00. The Choice Hotels group has no ability to make a reservation, cancel the reservation, or refund my money.

My experience with Choice Hotels customer service has been extremely disappointing. I had a serious cleanliness issue at an Everhome Suites property and left the hotel without staying the night. The first room I was given had not been cleaned, and the second room still had hairs on the bed after housekeeping said it was ready. When I asked for clean bedding, I was handed sheets and a comforter and told I would have to change the bed myself.

I contacted Choice Hotels because I expected them to help resolve the situation. Instead, I have spent the last five days making repeated phone calls and following up with no meaningful resolution. I was repeatedly told that the hotel's GM was the only person who could authorize the refund, but the GM was apparently unavailable every time I called. I also sent an email that received no response.

At this point, I have spent hours trying to resolve a refund for a hotel stay I did not even use. Choice Hotels had multiple opportunities to step in and help, but instead I was continually passed back to the property with no solution. I ultimately had to open a dispute with my credit card company.

I have stayed at Choice properties before, but this experience has seriously changed my opinion of the company. Customer service should be able to do more than document complaints and repeatedly tell a customer to wait for an unavailable hotel manager. I expected much better from a national hotel brand.

I had a reservation for an affiliated hotel, Comfort Suites San Clemente. Choice hotels has a partnership with Flexpay by upgrade. I made a reservation, through the Choice hotels website, and chose Flexpay at checkout. The hotel was prepaid, so they already had the money. When I arrived, they refused to check me in, saying they don't take these kinds of reservations. Even though they had already been paid. So I had to go and find another hotel, day of, so that I had somewhere to stay. The hotel refused to give me a refund, so they just kept my $2000.00. Choice hotels said they have nothing to do with that, and it's up to the hotel whether or not they give a refund. No accountability anywhere, just a bunch of crooks. 100% do not recommend any hotels affiliated with them.

One star is one too many. I'm not going to repeat the same reviews as everybody else because they are all true, and I fully agree with all of them. My advice: STAY AWAY from these places if you can.

They claim to have a price match guarantee. They don't. I found a price MUCH lower through a 3rd party booker like Expedia. In trust but verify stance, I booked the lower price, but also reserved at Choice to apply for the guarantee. This was AFTER I called to see if they would price match it and the "best they could do" was the exact same as the price on their site, which was $35 more. Once I submitted the claim, I received a "no," saying they couldn't find evidence of the lower price. Odd. I pulled up Trivago and saw a handful of lower prices than theirs - they must not have looked very hard. They then sent to me a long list of "proofs" I must offer, basically so that they don't have to do any work, I guess, although an internet search seems pretty simple. I've sent my other reservation, but at this point, who even wants to deal with them. Offshore customer service, of course, so I'm sure the attrition protocol is standard procedure. In this case, I had the price I was looking for through the booker, but now I know the "guarantee" is fake. I will also submit the false advertising, but under the current admin, that agency is essentially gutted. Maybe my state agency will be better.

I'm a titanium elite member... If they discontinue the 50% off of points when purchasing!?? Il totally stop staying at choice hotel properties!!! But the app is always good, the hotels ( some gome) some not so great!! But WAY better than Wyndham!!! IV always been happy with my choice rewards & with how fast n easy it is to buy points at a great price and booking a room .

I have been a choice reward member for 25 years. I just stayed at a choice hotel for a week and I had 3 rooms, after we stayed, choice decided not to give us points. They didn't say that hotel for booking didn't receive any points. I even called to confirm the reservation and ask how many points that will be they wasn't for sure but they said it would be a lot. So I will not ever use choice again.

Terrible customer service.
I have been a member with Choice Hotels for many years and used the hotels on cross country trips, and business trips without issue. I recently switched my email address and was having issues getting logged into my account.
ALL I WAS TRYING TO DO IS RESET MY LOGIN.
After speaking with three different customer service agents, they could not seem to get my issue resolved. They requested I provide my zip code, address, phone number for security reasons, which a provided. After being on hold for some time, the customer service agent asked me when was the last time I stayed at a choice hotel. I didn't know the answer to the question as it's in my account but I did give them my most recent upcoming reservation. She said Sorry Sir we need to identify who you are - I said I just gave you my zip code, home address, and phone number. All I need is for my password to be reset so I can log-in. She said we need you to look through your credit card statements and find the information of the last place you stayed.
Bottom Line, after three customer service agents and a lot of wasted time. I'm done. I informed customer service to close my account.
I had an upcoming reservation using points so I called the hotel and asked them to cancel my reservation. The hotel was very nice. The hotel said, I can't cancel your reservation because you won't get your points back. I informed the hotel I didn't care about the points I was just informing them because of the poor customer service I received I will no longer stay with Choice Hotels. She said, I'm very sorry to hear that - I had several thousands points, but don't care about those anymore either.
I can't speak for anyone else, only my experience, but there are many hotels to choose from - in the future, my stays will be with another reputable hotel that has much better customer service than Choice Hotels.
Again, terrible customer service, and all over an account password reset.

It was the most repulsive grotesque filthy experience I’ve ever had in a hotel. First we get there we go in the front doors. They open with a grinding that sounds like a tank riding over a rough terrain. Then we get into the lobby and there’s a stench that hits syou in the face like a brick. Then because we have pets were sent to their first floor hallway where all the PET rooms are the stench is even 10 times overwhelming lobby on top of that. The carpet is squishy with pet excrement and has stains that I could not even count. We get to our room open the door and if it’s possible, it stinks even more the carpet is even worse in our room we go into the bathroom after having traveled long hours, wanting to take a shower, but we’re giving a handicap room where there is a seat and other assorted items like Hand bars in the shower that are metal with metal fixings there is black mold on all the fixings in the shower. I’m sorry I’m not taking a shower with black mold. It was absolutely disgusting. I had to go out buy a candle just so we can get through the night because of the stench. Our bed was horrible. It was hard as a rock. The pillows were flat as a I don’t know what I put on socks on because I was afraid to walk in my bare feet on that filthy floor. My socks were pure white having just been washed by the time the day was over the bottoms of my socks were black from the filth in the carpet. The lampshades in the room were shredded and torn and miss colored. It was the worst experience. Their breakfast bar was all jammed in a corner. There must’ve been 20 to 30 people trying to get food and there was no room for anybody. It was terrible. I would never go back to this hotel. I am still experiencing PTSD from this experience. Do not go to this hotel!

We used to enjoy Choice Hotels, but the last 5 or 6 times, there have been kids running up and down the halls making noise after 10 p.m. I believe they are the workers' children.

Im a platinum rewards member. I booked online at a hotel in Norfolk va. The website somehow double charged me. I call customer service, they tell me there is a waiting period of 7-10 business days. I don't like it, but I agree. It's been over a month. They still have the same charge pending in my account!!! The customer service department still states it might take over 30 days! Mind you, I'm a platinum rewards member!!! If this is how they treat their guests, I don't want to use their services! Never had this many issues with them until recently!! It's beyond miserable to not just give a custom their money back from a glitch In your website!!!! Ridiculous!!!