Choice HotelsReviews of choicehotels.com

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!!!

This was the worst experience I have ever had at a Choice Hotel. We arrived at midnight for Move United Nationals, where my disabled daughter was competing in adaptive sports. Although our reservation clearly showed two queen beds, the hotel did not have the room we reserved. Manager Jacob Shoemaker showed no empathy and told me I could either accept one king bed with a sofa bed or he would cancel my reservation “for free.” At midnight, with a disabled child, this was not a reasonable choice—it was appalling. Choice Hotels should investigate this, address the manager’s unacceptable response, and lack of giving a damn. After reading some of the other reviews, I think I am glad I didn't get a room.

This company totally messed up my reservation at Comfort Inn and I ended up paying double what I should have. I will NEVER use Choice again!! Book DIRECTLY with a hotel instead of going through this site.

Went online to book a hotel for my daughter was unable to add her as a guest to check in. Called to try and book the hotel for my daughter and per the representative I was unable to do a credit card reservation. Went to another site to book the same hotel got if cheaper and used my credit card to book it. Why make it a big hassle??

Customer service is horrible. Spent days trying to get a resolution for not 1 but 3 different employees having no clue how to do their jobs. Don't even bother signing up for promotions because they will change the rules midstream. They lie to make sure customers are not taken care of. Will never book with them again.