Complaints

• Initial Complaint

  05/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have repeatedly tried to gain access to my Choice Hotels account so that I may earn points for hotel stays. Currently Choice hotels is running a promotion that I am eligible for - stay 2 times and earn a free night. However their website is not functioning properly, and repeated attempts to resolve the issue with long phone calls to their customer service phone number have not resolved the issue. There are other complains online about issues with accessing accounts online. Because of the company's failure to fix their website access issue, I could not properly register for the promotion despite having reset my password multiple times and calling their customer service department starting on March 25, 2022 and again on March 28, 2022. It appears to be a problem that dates back several months. You can see other complaints here: ****************************************************** YOUR LINK (BBB Complaint Submission Policy) is not displaying your policy. I agreed in order to submit this.

  Business response

  05/03/2022

  Thank you for contacting us, ********.
  
  We regret that you have been unable to take advantage of our promotion yet due to the online issues you have been facing. After checking your account, we found that it did not have an email address attached to it. However, I have added the email you verify on this message ************************** To access on your account, please follow the steps to set up the new login information:
  
  1. Sign in to the online profile using your current credentials (the username created before).
  2. Once logged in, you will see a notification asking to verify the email address. Please enter the email and press 'Verify My Email.'
  3. You will receive an email with a verification link, which will be active for 24 hours.
  4. Open the email and click on 'please click here to verify your email.'
  5. Create a new password by taking into consideration all the requirements.
  
  If you are still not able to set up the new credentials, please send us more details about the error/issue encountered to our email ***************************************************** in the subject line, including case ********.
  
  On the other hand, we found two stays that qualified for our Spring promotion 2022. Please know we have added those bonus points to your account, and your balance is ****** points. Moreover, we completely understand how frustrating and dissatisfied this situation has been for you. For that reason, we have deposited an extra ***** points to bring your current balance to ****** points. Remember, the points can be used toward reward nights, magazine subscriptions, airline miles, fuel points, and much more. Details are available at our online mall found at **************************************
  
  Rest assured, your comments have been duly noted, and it will help us to continue making improvements where needed. For further questions, do not hesitate to contact us back.
  
  ******
  Choice Hotels International
  CID: ********

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was trying to purchase a reservation online but they didn't have anywhere I could use my Choice Hotels giftcards so I contacted them at ************ and was told I would need to contact the business directly. I contacted Holiday Shores, Ascend Hotel Collection in Myrtle Beach and spoke with Ervin at the front desk and he reserved my room (confirmation number *********). Today (4/39/22) ***** called and explained that he had contacted Choice so that he could process my giftcards but was unsuccessful. He tried to help me but after being transferred numerous times and being unsuccessful there was nothing else he could do. I phoned Choice numerous times and spoke with several representatives and finally spoke with Kim who contacted the hotel directly. She worked very hard to help me resolve my issue, however that didn't resolve the problem. Ervin provided me with several case ids (*********, *********) Kim also provided me with a case number (********).

  Business response

  05/03/2022

  Hello, *******.
  
  Thank you for contacting us. It saddens us to hear that you were not able to exchange the Choice Hotels gift card when trying to book a room at one of our properties. Kindly know our properties are individually managed, which means that we are not involved in their daily operations; for that reason, my co-worker could not help you in processing the payment at the hotel. Additionally, I have read the notes on the provided and noticed that the hotel tried to contact their specialized team in order for them to take the gift card payment.
  
  Nevertheless, we understand that we will not be able to remove this experience; however, we have taken the liberty to deposit 12,000 Choice Privileges points to your account. Remember, our members earn 10 points for every $1 spent at Choice Hotels, so 12,000 points are equivalent to what you would earn after spending $1,200 at the property. Moreover, the points can be used toward reward nights, magazine subscriptions, airline miles, fuel points, and much more. Details are available at our online mall found at https://www.choiceprivilegesmall.com/.
  
  Once again, we really apologize for the issues faced during this team. If my team and I can be of any further assistance, please let us know.
  
  Debbie
  Choice Hotels International
  CID: ********

  Customer response

  05/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you ****** for your quick response! 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with a reservation with Quality Inn Northlake (see case #********). I contacted Choice Privileges Rewards Member Services Team at ************ and spoke with *** to get the situation resolved. I was on the phone for over an hour with him and he was not only unable to resolve my situation and give me the assistance I needed to get a hotel room for the evening, but he was unable to escalate my call to a supervisor and said it would be between 1-2 hours before one could get back to me. I arrived at the hotel around 5:30-6:00. It is not 8:41 and I have had to call back to the Member Services Team myself since the hotel clerk, ***, is unwilling to contact them to resolve this matter. There is a very long hold time, I am exhausted and this is unacceptable.

  Business response

  04/18/2022

  Thank you for reaching out, *****. We can only imagine how frustrating this situation was for you. We apologize for the time spent on the phone to reach a  representative as we are receiving a high volume of calls during that time since we are trying to solve every customer's concerns as soon as possible. Please know our hotels are independently owned and operated, and we are not involved in the hotel's day-to-day operations nor the staffing on each day at the properties.
  
  On the other hand, we have reviewed your case and realized that 6,000 points were credited for this experience. We understand we can not take away the bad taste this experience left on you. For that reason, and to show that we care about your business, we have deposited to your account 8,000 points which are enough for a night at over 1,000 hotels requesting 8,000 points. Our rewards nights range from 8,000 to 35,000 points per night and vary based on weekends, holidays, and events in the area. Remember, our members earn 10 points for every $1 spent at Choice Hotels, so 8,000 points are equivalent to what you would earn after spending $800 at the property.
  
  Additionally, feel free to log in to your online account and check the points. Also, we would like to thank you for taking the time to bring this to our attention and for allowing us to address it. We hope to have your satisfaction and continue welcoming you to our hotels. 
  
  Ray
  Choice Hotels International
  CC: ********

• Initial Complaint

  04/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My choice account was compromised 2 within 2 months and points were used. The first time it happened they were kind enough to assist me with changing my email address, updating my password, refunding the points and supposedly setting up 2 step verification to prevent it from happening again. While out of town on business I tried logging into my account to use said points and could not log in. I contacted customer support who then informed me that my account had been hacked again, email address changed and used up majority of my points, that they are not able to refund a second time. I never received an email to approve any changes and they stated I would have to approve all transactions before any reservation or points redemption would be approved. I have all my information stored on that account and the only thing they said they can do is assist me with making a new account. I feel that this is a inside job and choice is responsible for removing points so members aren’t allowed a chance to redeem points.

  Business response

  04/11/2022

  Hi, *******.
  
  Thank you for contacting us with your concern. On behalf of Choice Hotels, I would like to apologize for failing to exceed your expectations regarding the issues faced with your account. Please know that we greatly value your business and the time that you have been spending on this matter. After speaking with our specialized department, they assured us that they will be adding the 32,000 points back to the account. However, it will take up to 24 hours to be added. It's important to mention that they will contact you regarding this matter to let you know that the points have been refunded.
  
  Best regards,
  
  Deborah P******
  Choice Hotels International
  CID: ********

  Customer response

  04/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Choice hotels has contacted me, assisted me with creating a new account and refunded the 32,000 points. 
  
  Regards,
  
  ******* *********
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to modify a reservation on the companys app. Ive been a member for many years. The app calendar popped up two months in advance for some reason and I didnt notice. I knew the dates I needed so I just edited them. I mistakenly booked wrong dates and even more mistakenly chose to prepay which is non refundable. The company refused to help me with modifying my dates. I explained my situation clearly and they knew I could not use the reservation that is currently booked. I lost $250 and they just said they could do nothing. They do not care about their members or the fact I lost $250. I was on hold for an hour just to be told I booked a non refundable stay so they cant help. If this is normal for them I dont know how they are still in business because people make mistakes. Next Im contacting my cc company. Hopefully someone cares about how this company is ripping people off. Im a single mom with no local support. I worked very hard for the money to book my children a trip for spring break and now because of a simple mistake, their trip is ruined. How is this acceptable for a company to treat long time members? To top it off, when I tried to redeem my loyalty points for the corrected dates, the app then kept giving me an error saying my account information was missing. I logged in and out and everything was fine. At this point, I feel Choice Hotels has become a scam. I will never use their business again but I am entitled to my earned points and the money I spent for my hotel to be applied to the dates I need. No business should treat people this way. I hope BBB will understand and care about this issue. Thank you

  Business response

  04/05/2022

  Dear ******,

  Please accept our apologies for this not being handled appropriately when you first contact us over the phone. Please consider that your reservation dates were changed to check in on 04/09/22,  checking out on 04/12/22. You paid a difference in the rate of $133.00. It was a pleasure helping you to apply these changes to your reservation as a one-time courtesy. Thank you for your understanding and loyalty to Choice Hotels.
  
  Regards, 

  Helder
  Social Media Team 
  Tel: ************
  CC: ********

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for the Choice Hotels promotion for a $50 gas card for 2 separate stays at their hotel. We stayed Feb 23-25, 2022 Reservation # ******** and again Feb 28- Mar 2 Reservation # *********. I had not received the points for the gas card and emailed Choice Hotels. 3-22-22 Email from Choice Hotels states that the points were added to my account and I had until 5-22-22 to redeem 8,000 points for a $50 gift card. I tried to redeem the 8,000 points but the $50 gas cad was 16,000 points. I emailed again. 3-23-22 The email sent to me on 3-23-22 stated that I would be able to redeem the 8,000 points until 3-12-22 for the $50 gas card. 3-25-22 Again email states that I would be able to redeem the points until 3-12-22....email was sent 13 days after the promo was supposedly still available to redeem. 3-26-22 Email states that The promotion for the gas card was running from 3-14-22 to 5-8-22. 3-29-22 Email states that the was unable to redeem the points for the gas card as the points went back to their standard points. What a circus. Each email had conflicting statements. I have been a good customer and met the promotional requirements.

  Business response

  04/05/2022

  Dear ******,
  
  We know your time is valuable, and we regret that you have undergone such a frustrating experience with our email team. A valued member like you deserves top-notch service only. We understand why you would feel frustrated and requested a resolution up to your standards. Therefore, we have deposited 16,000 points as compensation for all the troubles. We hope that you can take advantage of the points in the future.
  
  Please consider that you have 60 days after the promotion finished to redeem your $50 gift card. Please accept our apologies for all the confusion created regarding the redemption timeframe and the issues you had with our app when trying to get your gift card. The promotional points have been added to your account already. We will be glad to schedule a call in case you are still interested in redeeming your $50.00 gas card for 8,000 points.
  
  Regards, 
  Helder
  Social Media Team 
  Tel: ************
  CC: ********

  Customer response

  04/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Helder has offered to call me to help redeem the 8,000 points for the gas card and I request that he call me. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  --------- Forwarded message ---------
  From: ******************* DE LA HOZ <*******************************************>
  Date: Thu, Mar 24, 2022 at 7:01 PM
  Subject: COMPLAINT AGAINST CHOICE HOTELS
  To: <***********************************>, <**************************************>, <**************************************************>, <************************************>, <*****************************************>, <********************************************>, <******************************************>, <******************************************>, <************************************>, <********************************************>, <*********************************************>, <****************************************>, <**************************************>
  
  
  HELLO
  
  COULD YOU CHANNEL THIS COMPLAINT INTERNALLY TO ITS DESTINATION?
  
  I TRIED TO FILE IT BUT FOUND THE ERROR SHOWN IN THE SCREENSHOT
  
  THANKS
  ---------------
  
  CHOICE HOTELS
  ONE CHOICE HOTELS CIRCLE
  ROCKVILLE, MD 20850
  https://www.choicehotels.com/en-ca
  *******************************************************, ***************************************************************,
  **********************************************************
  ************
  
  SUMMARY
  THE NUMBER OF STAYS LISTED IN MY ACCOUNT IS A LOT LESS THAN THE ACTUAL NUMBER OF STAYS.
  THIS IS IMPORTANT BECAUSE IT REDUCES MY POINTS FOR FREE STAYS, ETC.
  
  KEY WORDS: CONSPIRACY, SOCIAL POSITIONING, ADRENALINE POISONING, TORTURE, DISABILITY,  FRAUD, THEFT, ATTEMPTED MURDER
  LEGAL BASIS ATTACHED.
  
  EFFORTS TO RESOLVE THIS MATTER
  03/04/2022
  I CONTACTED CHOICE HOTELS ASKING THEM TO AUDIT MY ACCOUNT. THE NUMBER OF STAYS LISTED IN MY ACCOUNT IS A LOT LESS THAN MY NUMBER OF STAYS.
  I HAVE NOT RECEIVED A RESPONSE.
  
  DAMAGE
  A DECADE OF ATTACKS SIMILAR TO THESE HAS LED TO DISABILITY:
  *********************************************************
  TODAY I SUFFER FROM:
  1. CHRONIC ADRENALINE POISONING, ALZHEIMER'S, SCHIZOPHRENIA,  PTSD, OCD, ANXIETY, DEPRESSION, HYPERHIDROSIS, BROKEN KNEES, CHRONIC PAIN, CHRONIC HYPERSALLIVATION
  2. LOSS OF PROPERTY
  
  SIMILAR ATTACKS BY ******, ************ **************************, ************************, ******,  *****, *******, ******, THE ****** ******** **************, AND MANY OTHERS HAVE BEEN DOCUMENTED TO ESTABLISH A CONSPIRACY:
  *********************************************************
  AIMED AT STEALING THE PLAINTIFF'S PROPERTY - INTELLECTUAL AND OTHERWISE.
  THANKS

  Business response

  04/14/2022

  Dear Helio, 
  
  We sincerely appreciate the opportunity you are giving us to review your account activity. We unquestionably understand how important it is for our valued members to receive the correct number of points for every qualifying stay, and you can rest assured that we will do our best to help you. After carefully reviewing your account activity, we can see that the only stays you have not received points for are the reward nights and some canceled rooms. If you have receipts from stays that don't have your Elite Diamond member number, please feel free to email them to us at *******@choicehotels.com.  
  
  Regards,
  
  Jendy
  Social Media Team
  *******@choicehotels.com
  Tel: ************
  CC: ********

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought points to get a nice hotel in Miami FL. The points took 36 hours too show up. I ended up staying the night in my car after driving 5 hours an being tired. I send 2 emails requesting my money back. There refusing to give me a refund after making me sleep in my car! I'm a gold choice member that's bought points a number of times to get nice rooms. It doesn't matter how much money you've given before they still don't care. I'll never stay in recommends any of there hotels again.

  Business response

  03/08/2022

  Hello, *******! 
    
  Thank you for contacting us with your concern regarding the purchase of points. Kindly know we'll follow up on your case through your email. Please refer there for more assistance. Thank you!  
    
  Zaira 
  Choice Hotels International 

  Customer response

  03/25/2022

  ---------- Forwarded message ---------
  From: ******* ** ******* <********@*****.com>
  Date: Thu, Mar 24, 2022 at 4:44 PM
  Subject: Re: ******** bbb complaint
  To: Dispute Resolution Team <drteam@mybbb.org>
  

  
  

  They refunded my money today.

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩