Complaints

This profile includes complaints for Choice Hotels International's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Choice Hotels International

  1 Choice Hotels Cir Ste 400 Rockville, MD 20850-5172

• 

  Radisson Hotels Americas

  11340 Blondo St Omaha, NE 68164-3822

• 

  Radisson Hotel Ottawa Parliament Hill

  402 Queen Street Ottawa, ON K1R 5A7

• 

  MainStay Suites Dover

  201 Stover Blvd Dover, DE 19901

• 

  Suburban Studios Columbus - Dublin OH, Choice Hotels

  6601 Reflections Dr Dublin, OH 43017

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir or Madam, We booked a Hotel in Punta Cana through our ******** Rewards for one week in March of 2024 and received a confirmation email. After this, we booked our flights. ******** Rewards was then taken over by Choice Hotels. We called Choice Hotels and received confirmation of our booking. We have two confirmation codes (*** *******, *** ********). We called Choice Hotels again in December, just to find out that our hotel in Punta Cana was sold in November and no one can tell us to whom it was sold and if our reservation there is still acive. At this point, ****** Maps is showing that it is permanently closed. We would like to either have our existing reservation at the former ******** *** in Punta Cana (all inclusive), or receive our money back for the flights which we already booked. Please help us with that as it seems like Choice Hotels does not want to take over any responsibility for this issue. We were never actively contacted by Choice Hotels about this change. If it hadn´t been for our own investigation, we would have arrived in Punta Cana without a place to stay. Please help us with this matter. Thank you! ***********************

  Business Response

  Date: 01/31/2024

  Dear ******,
  
  I understand your disappointment and dissatisfaction since you booked in advance to have everything planned. We regret any inconvenience this may be causing.
  
  Please note that each hotel is independently owned and operated, and Choice Hotels does not have access to its day-to-day operations. Having reviewed your case, we have found that all guests were notified via email on July 24, 2023, about the hotel's closure. Therefore, we cannot cover expenses outside the hotel charges.
  
  We know this left a bad taste in you, and because we care about your business and satisfaction, we deposited 35,000 Choice Privileges points into your account. You can redeem these points for a free stay at selected Choice Hotels locations since our properties range from 8,000 to 35,000 points per night. 
  
  We appreciate your feedback and assure you that it will not go unnoticed. We will work with the appropriate parties to make necessary improvements. Thank you for bringing this matter to our attention, and we hope you will give us another chance to show you the excellent experience you can have with Choice Hotels.
  
  *********
  Choice Hotels International
  CC ********
  
  

  Customer Answer

  Date: 01/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The fact that your hotels are independently owned and operated has no bearing on this case.  I didn't make a reservation with, nor through, any independently owned hotel.  I made the reservation with ******** Hotels, whom Choice Hotels International purchased (and assumed all reservations from).  Therefore, my reservation with Choice Hotels (reservation CONFIRMATION number ********) is your company's responsibility.  
  

  In your response, you indicated that I was informed on 7/24/23 of the hotels closure. That is incorrect.  On 7/22/23, I received an email from ************** stating This is to advise you that the former ************************************************ is no longer a ******************** ******** hotel.  That is a direct quote from the email.  That email does NOT state anything about the hotels closure, simply that its no longer a *************** which was a logical message to receive considering Choice Hotels purchased ******** Hotels.
  

  I did not receive any email on 7/24/23 about the hotels closure, as your response indicated.  Please furnish proof of this supposed email on 7/24/23 that states the hotel closed.   And if I was informed of the hotels closure, why did I receive a Choice Hotels reservation confirmation number when I called your customer service number and spoke to one of your customer service reps on 11/29/23?  I have a recording of that call Id be happy to provide as evidence.  
  

  Additionally, and regardless of any email in July; I booked flights (non-refundable) for my family and I on 5/31/23.  Long before this supposed hotel closure. Choice Hotels assumed the reservation from ********. This is proven by the fact that I have a Choice Hotels reservation confirmation number for this reservation.  Therefore, Choice Hotels assumes liability for my losses.  

  I seek to recoup my losses caused by Choice Hotels and do not accept your 35,000 rewards points worth ONE NIGHT at an equivalent location that I lost SEVEN nights at and $1,591.40 in non-refundable flights.  
  
  Regards,
  
  *********************

  Business Response

  Date: 02/02/2024

  Dear ******,
  
  We understand your situation. However, as the hotel operates independently, Choice Hotels does not have access to its day-to-day operations. Also, kindly know that we could not locate any reservation under ********. However, to ease the stress this matter may be causing you, we have credited your account with 35,000 Choice Privileges points.
  
  Please note that we are not responsible for any expenses other than those incurred through Choice Hotels. We appreciate your understanding. 
  
  *********
  Choice Hotels International
  CC ********

  Customer Answer

  Date: 02/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The most recent response from the business did not address the points I made in my previous response. So I will paste that response again, and I ask the business to address the points I've made, specifically regarding timing, liability, and the fact that one of Choice Hotels customer service reps gave me the confirmation number for the hotel stay in question on a recorded call. If Choice Hotels is not able to locate that reservation number, I am happy to supply them a recording of the call in question.  Please address the points in this paragraph and in my response below. 
  
  The fact that your hotels are independently owned and operated has no bearing on this case.  I didn't make a reservation with, nor through, any independently owned hotel.  I made the reservation with ******** Hotels, whom Choice Hotels International purchased (and assumed all reservations from).  Therefore, my reservation with Choice Hotels (reservation CONFIRMATION number ********) is your company's responsibility.  
  
  In your response, you indicated that I was informed on 7/24/23 of the hotel’s closure. That is incorrect.  On 7/22/23, I received an email from ******** Group stating “This is to advise you that the former ******** *** Punta Cana, an All-Inclusive Resort is no longer a ******** Hotel Group Americas hotel.”  That is a direct quote from the email.  That email does NOT state anything about the hotel’s closure, simply that it’s no longer a ******** hotel, which was a logical message to receive considering Choice Hotels purchased ******** Hotels. 
  
  I did not receive any email on 7/24/23 about the hotels closure, as your response indicated.  Please furnish proof of this supposed email on 7/24/23 that states the hotel closed.   And if I was informed of the hotels closure, why did I receive a Choice Hotels reservation confirmation number when I called your customer service number and spoke to one of your customer service reps on 11/29/23?  I have a recording of that call Id be happy to provide as evidence.  
  
  Additionally, and regardless of any email in July; I booked flights (non-refundable) for my family and I on 5/31/23.  Long before this supposed hotel closure. Choice Hotels assumed the reservation from ********. This is proven by the fact that I have a Choice Hotels reservation confirmation number for this reservation.  Therefore, Choice Hotels assumes liability for my losses.  
  I seek to recoup my losses caused by Choice Hotels and do not accept your 35,000 rewards points worth ONE NIGHT at an equivalent location that I lost SEVEN nights at and $1,591.40 in non-refundable flights.  
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 02/09/2024

  Dear Sir or Madam,

  Thank you for your response!

  Have you heard of any other cases like ours with choice hotels? 

  We are in a tricky situation as we have booked these non-refundable plane tickets after our reservation was confirmed. Nobody told us about this takeover of choice hotels or we would have not even booked this vacation ask together. 

  Could you help us in regards to resolving this issue? What could be next steps we could take? We feel like we've been wronged and are out a lot of money which would be nothing much for choice hotels to make up for. Our kids are disappointed because this would have been our first all-inclusive vacation. We can provide recorded proof in regards to the confirmation numbers. We are not the ones trying to make extra money - we would just like the money back that we spent. 

  We appreciate your help!

  Best regards,

  *** and *********************

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online on 1/13/24 to book a hotel in Seattle for that same night. I searched for the date of 1/13/24 directly on Choice Hotels' website. I continued booking only to find when I arrived at the hotel that the booking was made automatically for the next available date they had open instead of the date I had searched for on their website. This was misleading and a nonrefundable booking. I believe this company may make a large amount of money off of this type of misrepresentation. If I search for a hotel for a certain date, any options that come up should be the date I searched for. Or clearly labeled if for a different date.

  Business Response

  Date: 01/28/2024

  Dear *****,
  
  I read your message thoroughly, and I am equally frustrated by how your stay turned out due to the inconveniences that caused you this unbearable experience. We want to make sure we have the correct information. When time allows, please reply with the exact arrival date showing in the reservation, the hotel's address, the name on the reservation, and the confirmation number. Also, include your mailing address and email address associated with your Choice Privileges account.
  
  We appreciate your cooperation in this matter, and we hope to hear from you soon.
  
  ********
  Customer Care
  CID: ********

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/23/24, I tried to access my account at Choicehotels.com. I was unable to login or unable to reset my account (it appeared my account didn't exist). Upon calling into support, I learned my account had been accessed; username and password changed and 3 gift card redemptions totalling 96,000 Choice points for 3 $100 ********** gift cards had been executed. These appeared after access on 1/13/2024 Upon further personal inspection, there was no account verification via phone call, text or email of account changes or activity. I only set up this account after Choice bought out ******** Hotels, so any and all account security and verification that should have been taken care of at the time of account setup was not completed and was I not aware of how easy it would be for a bad actor to compromise my account and drain it of the value of 96,000 Choice points.     After a 70+ minute phone call, I was told there was nothing that could be done, there might be an investigation and that I had no recourse for my 96,000 Choice points.   Given the lax security around a user's profile, email and phone number, Choice has made it easy for bad actor's to access user's accounts and commit fraud.  At no time I was prompted to verify my email or verify my phone number so that only me, and me alone could make changes that 2-factor authentication would have prevented.   I am asking for Choice Hotels to fully reinstate 96,000 Choice points to my account.  I also am asking they formally upgrade their security standards around new accounts and especially around buyouts of businesses that bring them new accounts.  Security standards that require verification of email and phone numbers, security standards that require 2-factor authentication by default of any and all profile information that could be used to compromise accounts (namely email, password and phone number fields).  

  Business Response

  Date: 01/24/2024

  Tell us why here...Hi, *******. What you described left us speechless. Please know that we care about our guests' security, and it disconcerts us to learn about your case. Rest assured that your comments have been noted under comment ID ********. They will be brought to the attention of the appropriate parties for necessary corrective actions and to avoid such unpleasant experiences from happening again. Kindly note that we successfully refunded 96,000 points to your account. You can check it at your most convenient time by accessing your account online at ********************************** the Mobile app. Its important to mention that Choice Hotels is not responsible for any lost, stolen, or misdirected gift card in the future. Thank you for your valuable time.  

  *** 
  Customer care 
  CC: ******** 

  Customer Answer

  Date: 01/24/2024

  [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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a migrated Gold loyalty member of Choice Hotels. I became a loyalty member as I was migrated from ******** to Choice Hotels within the Summer of 2023. I had two ******** accounts; **************** and ****************. Only one ******** account (ending in ****) migrated over for ~130,000 points. ******** account (ending in ****) never migrated over. I called Choice Hotels in August and that agent (*** was her name) told me she could see the old ******** account (ending in ****) and that the points would be worth 170,319. She filed a case number #******** with Choice Hotles, but they never replied and upon calling today, they told me there is no update because there are no points. These points are real and they were earned by me, and I'm asking for them to be deposited into my account. I'm a very unhappy customer due to the unresponsiveness to my previous case filed last summer and because when I then called Choice Hotels, they are trying to cheat me by gaslighting me by saying there were never any points.

  Business Response

  Date: 01/24/2024

  Tell us why here...Hi, ******. Thank you for reaching out to us. We understand that getting the correct number of points is essential. Kindly note that I sent an escalation to upper management for further review. Please allow 7-10 business days. Thank you in advance for patiently waiting. 
  
  *** 
  Customer care 
  CC: ******** 

• Initial Complaint

  Date:01/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 22, 2022 I redeemed 8000 reward points from choice hotel for a $25.00 ****** gift card. I never received the gift card. I have contacted choice multiple times stating I never received the gift card. I asked for a replacement card or the 8000 points to be returned to my account. They keep saying they can’t help because it was delivered. I’m asking for points points to be returned or a replacement card. I paid for hotels rooms joined the reward program they did not give me what I earned and was entitled to.

  Business Response

  Date: 01/20/2024

  Dear *****,
    
  Thank you for contacting us with your concern regarding your Choice Privileges account. Kindly note that the $25 ****** Gift Certificate appeared as delivered. It's important to mention that Choice Hotels is not liable or responsible for any lost, stolen, or misdirected gift cards. However, we understand also how important it is to provide solutions that fit our guests' needs. Furthermore, we greatly appreciate your loyalty to Choice Hotels. For that reason, as a one-time courtesy, we've added 8,000 points to your profile. Your account balance is 15,025 points. You can check this information at your most convenient time by accessing your account online. 
  
  On the other hand, we noticed some slight differences in the mailing address provided to the one on file; for that reason, we've completed the corrections. Thank you for allowing us to assist you with your case.
    
  ***** 
  Choice Hotels International 
  CID: ********

  Customer Answer

  Date: 01/23/2024

  [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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:01/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two hotel rooms only 5 days ago using the best rate guarantee option and it literally went down by almost $30 per room since I booked. This booking is for almost 8 full months away so it is absolutely ridiculous to tell me Im getting the best rate and then decrease it by almost 20% in less than a week! I will never use choice hotels going forward if they do not offer a price match for these two rooms. I am suspicious now that they falsely advertise best rate guarantee to lock you in and prevent you from making any changes when it is actually NOT the best rate. I currently have a second reservation and this hotel for about a week alter that I will be cancelling immediately since it is refundable if they do not offer better customer service on this matter. Terrible policy. Not a customer first hotel chain. Have never had this happen with a competing hotel before.

  Business Response

  Date: 01/20/2024

  Dear ******,
    
  Thank you for contacting us with your concern regarding the Lowest Price Guarantee. We understand the importance of getting the best rate when booking a hotel. It's important to mention that each hotel is individually managed, and they're the ones in charge of setting the rates at their discretion. Rates may vary based on location, season, or arrival date. Also, rates are subject to change at any time. 
  
  Although we're not able to modify the rate in your existing reservations, we've added 12,000 Choice Privileges points as a token of appreciation for your preference. These points can be redeemed for a free stay at selected Choice Hotels locations since our properties range from 8,000 to 35,000 points per night. In addition, since members earn 10 points for every $1 spent at Choice Hotels, 12,000 points are equivalent to what you would earn after spending $1,200 before taxes at the property. Please be assured that your feedback has been sent to the appropriate parties to evaluate the necessary improvements. 
  
  On the other hand, we noticed the mailing address associated with your profile did not match the one you provided; for that reason, we've completed the corrections. Thank you for allowing us to assist you with your case.
    
  ***** 
  Choice Hotels International 
  CID: ********

  Customer Answer

  Date: 01/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  While I appreciate the offer, 12,000 points is the equivalent of less than $38 (there were few if any hotels you could book for 12,000 points, they are all about a minimum of 16k and poorly reviewed at that level.

  I understand hotels are individually owned/operated however as the headquarters and ultimate owners of all hotels in these chains there is more you can do as far as improving customer service for this issue.

  Additionally I booked two hotels at that ridiculously inflated rate so if the minimum you can do to help is give me rewards points then it should be a minimum of 12k/room. That is at least closer to making up the difference of how much extra I was charged per night by your hotel chain. 
  

  Unfortunately this experience has really left a sour taste in my mouth regarding your brand of hotels. ******* at least offers a price adjustment for ANY difference when book through their site to use as their rewards cash. There is no incentive to book directly through your website with these types of policies that ultimately punish the consumer. 

  Regards,
  
  ***************************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone fraudulently accessed my account and made 4 separate stays on my points in November -December 2023. Locations of the stays from information agent provided. November 2023 - Indiana December 2023 - Michigan December 2023 - Alabama   After calling and escalating this incident I was told there is nothing they are willing to do since I knew my email address associated to the account. No emails were sent to my inbox of any bookings. Each hotel should have to require a photo ID for any booking under my account and name The employee said they were not willing to research this as fraud and that, even though she agreed it was unfair, they would do nothing to help in this situation. As I do not have access to Choice account since they switched from ******** I have no documentation to see any transactions.

  Business Response

  Date: 01/15/2024

  **, *********;
    
  Thank you for contacting us with your concern. We understand the importance of keeping your Choice Privileges account secured. My team would like to look further into your case; as it turns out, with the information provided, we haven't located your account. Please reply with the email address, phone number, and mailing address associated with your Choice Privileges account. Also, if you have the information, please add the arrival date and hotel location of the unauthorized stays. We'll be waiting for your message to provide further assistance. 
    
  ***** 
  Choice Hotels International 

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well there reward system is always messing with me and there math isn't adding up on the nights stays on December 31 it was saying I had 77 nights and if you minus 40 from the 77 that is 37 nights not 18 there has been nights and points minused from account for more then 4 room for nights so this problem needs to be fixed or will not stay at this brand of motels in the future at anytime need to be points and nights corrected to satisfy me

  Business Response

  Date: 01/13/2024

  Thank you for reaching out to us, ****. We understand that getting the correct elite nights is important. However, its necessary to mention that when you book multiple rooms, your elite nights will count only on the room you occupied and not for the remaining three rooms. Furthermore, our policy states:  
  

  Nights are rolled over to help give them a soft landing toward the next elite tier level in the Choice Privileges program and will be based on the number of nights stayed within the calendar year. The following is the breakdown of how a guest can rollover nights: If a guest stays: 
  

  11-19 nights in a calendar year, they can roll over anywhere from 1-9 nights 
  21-39 nights in a calendar year, they can roll over anywhere from 1-19 nights 
  41+nights in a calendar year, they can roll over anywhere from 1-39 nights 
  
  Kindly note that I sent an escalation to upper management for a review. Please allow 7-10 business days for a resolution. Thank you in advance for your patience.    
  
  *** 
  Customer Care 
  CID# ******** 

  Customer Answer

  Date: 01/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************
  
  Nothing has been fixed or done 
  

  Business Response

  Date: 01/19/2024

  Dear ****,
  
  My team is still working on this matter, so please allow the timeframe provided. We appreciate your patience. 
  
  *********
  Customer Care
  CID# ********

  Business Response

  Date: 01/22/2024

  Tell us why here...

  Hi ****, 

  We understand the importance of getting the resolution expected as quickly as possible. However, allow me to remind you that this issue has already been escalated for further review. Its important to mention that this issue is still under the time frame provided before (7-10 business days). Thank you in advance for your understanding.   
  
  ***  
  Customer Care  
  CID# ********   

  Customer Answer

  Date: 01/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************
  
  It's not time to accept it as being resolved until I see the items fixed
  

  Business Response

  Date: 02/03/2024

  Tell us why here...Hi, ****. We can only imagine how frustrating this situation must be. On behalf of Choice Hotels, we apologize that this issue is taking longer than expected to be resolved. Kindly note that our team is currently working on this issue. Well be more than glad to reach out to you once we have a resolution from upper management. Thank you in advance for patiently waiting. 

  ***   
  Customer Care   
  CID# ********    

  Customer Answer

  Date: 02/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  
  I am rejecting this response because:
  
  Regards,
  
  ***************
  
  Still at this time no progress on the item of concern and there math just not making any sense where at the end of the year it stated had 77 night then it dropped down to 18 I don't get how this math is right at all so they really need to get problem with nights and points fixed before I stay at this brand again 

  Business Response

  Date: 02/07/2024

  Dear ****,
  
  Our apologies for the delay in this matter. My team recognizes that elite nights are significant for our valued guests, so your dissatisfaction and concern are reasonable. As you may know, we base both elite nights and status per calendar year, meaning that our members must qualify for elite nights and elite-level status each calendar year.
  
  After carefully reviewing your account, I've found out you completed 41 nights in 2023. Please see the breakdown of those nights:
  
  -03/16/23: 1 night at the Comfort Inn at the Convention Center
  -04/23/23: 18 nights at the Comfort Inn at the Convention Center
  -05/24/23: 1 night at the Quality Inn Beaver South
  -05/25/23: 1 night at the Quality Inn Beaver South
  -5/30/23: 2 nights at the Comfort Inn at Convention Center
  -09/03/23: 1 night at the Comfort Inn Quality Inn Beaver South
  -05/25/23: 1 night at the Quality Inn Beaver South
  -10/01/23: 12 nights at the Comfort Inn at the Convention Center
  -10/07/23: 1 night at the Comfort Inn & Suites Rock Springs-Green River
  -10/19/23: 3 nights at the Comfort Inn at Convention Center
  -12/28/23: 1 night at the Comfort Inn at the Convention Center
  
  Based on this, you should have had only one rollover night for 2024. You currently see 18 nights because the system counted additional posted rooms. It's necessary to point out that members can only earn rollover night credit for one room per stay. You can check this information in the 'Elite Membership' section of our Rules and Regulations at ****************************************************************************************************************************. Nonetheless, since this situation has taken a lot of your time, I've added 10,000 points to your Choice Privileges account; please accept them as a token of our appreciation. On the other hand, we noticed that the phone number you shared does not match the one on file; you can update it by logging into your online profile.
  
  Warmly, 
  
  ***
  Choice Hotels International
  CID ********

  Customer Answer

  Date: 02/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  **** ***
  
  
  
  Just 10000 points that is crazy and how does the math make any sense when at the point of December 31 it stated that I had 78 stays then it just goes to 18 how this doesn't make ant sense In math to me so this needs to be fixed and points your system really needs help with not trying to screw over the customers 

  And I won't recommend anyone to stay with you all and I will go elsewhere  myself until this is fixed

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, so we have a reservation for a hotel through choice. ******** is the reservation number and ********* is the account number. We found that ************************** offered a cheaper price and choice offers price match. I filled out the information and all of a sudden they wanted all this extra information and they refused to price match stating it's been past 24 hours which is irrelevant because the prices on both sides have stayed the same. Choice is making me jump through hoops and not honoring their price match. What is the point of the price match if you don't honor it or make it extremely hard to actually use it. It's extremely frustrating because I have booked many hotel rooms through Choice in the past year and have been a loyal customer. I am currently a Gold member. I would either like it to be price matched or compensated in some way for this issue.

  Business Response

  Date: 01/02/2024

  Dear ****,
  
  I understand how important is to receive the Lowest Price Guarantee rate, and we apologize for any inconvenience caused. 
  
  Kindly know that if a guest finds a qualified lower price on a qualified Third-Party Website (a Competing Rate) within 24 hours of booking (and your booking must be at least 48 hours before a 6 pm arrival on the first day booked), Choice will honor the lower publicly available price (which must be at least $1 or 1% lower, whichever is greater than the Choice direct rate), based on the eligibility guidelines outlined below. In addition, U.S. residents will also receive a USD 50 Reward Card, and Canadian residents will receive a CAD 50 Reward Card‡ within six weeks after the stay is completed and a valid claim has been submitted to Choice. Residents of all other countries will receive their first night free instead of a reward card. For more details, please visit the Terms and Conditions at ****************************************************************************************.
  
  Nevertheless, we want to look into this, so please send us a screenshot of the Choice Hotels' and the third party's rate to verify whether it qualifies. We'll be expecting your response.  
  
  *********
  Choice Hotels International
  CID ********

  Customer Answer

  Date: 01/02/2024

  [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. 

  The hotel is now missing from the website. This is too complicated for a $5 discount. I am letting this go. In the future, the price match guarantee needs to be a lot more streamlined.

  Regards,
  
  *****************************

• Initial Complaint

  Date:01/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Navigating the Choice portal, for the purpose of a Status match, is next to impossible. Can you advise if you will match to ***** Platinum? Additionally, I hold Gold with ******, *******, World of *****, and *** and Diamond with *******. Thank you.

  Business Response

  Date: 01/02/2024

  Dear ****,
  
  We feel honored you are interested in the benefits our rewards program offers, and we regret the status match information could not be found online.
  
  Kindly know that to qualify for the status match, you'll need to send us the following information:  
  
  -Choice Privileges member number 
  -Proof of Elite status in another hotel loyalty program 
  -Screenshot or copy of their other program's loyalty card (with expiration date) 
  -Screenshot or copy of other program's current statement or account status page. 
  
  Please note that Choice will approve or disallow status matches at its sole discretion, and it will determine which level to match at. The highest Elite status that is awarded under the Elite Status Match Program is the Elite Platinum level. [Status matching rules may be superseded by other Choice promotions.] Members who have received a Status Match (elite status upgrade) in a previous calendar year are not eligible for Status Match again and must qualify for Elite Membership as normal. For more details, please visit ********************************************************************************************************************************** under Program Information. We appreciate your time and cooperation.
  
  *********
  Choice Hotels International
  CID ********

  Customer Answer

  Date: 01/03/2024

  The company’s response advises the requirements for obtaining the status match but does not afford a means by which to send it to them. Your assistance as a mediator is a phenomenal tool to compensate for their challenges. Attached, you will find a copy of my digital loyalty card. The statement/transaction history required many screenshots and are also attached.  Please note that in late 2022 I checked into a property and left in early 2023. As these were back-to-back stays, they all accounted as one stay, using the final checkout date to apply the nights towards qualifying status. As such, all these counted towards 2023. For the purposes of brevity, I have only attached these. Should more details be necessary, kindly advise what they are, and I will be happy to get them to you. Kindly forward this to them at your earliest convenience. Thank you.

  Customer Answer

  Date: 01/04/2024

  Good afternoon,

  My Choice member number is *********. All other requested information was attached to the previous email. Kindly confirm receipt. Thank you.

  Sincerely,

  *************************

  Business Response

  Date: 01/05/2024

  Dear ****,
  
  We appreciate your response. Please note the requested information was not included in the previous response, so please send it when time allows.  Once we receive it, we'll follow up. Thank you.
  
  *********
  Choice Hotels International
  CID ********

  Customer Answer

  Date: 01/05/2024

  Please see the attached files. Can you advise what is missing?

  Customer Answer

  Date: 01/15/2024

  Please forgive the delay, as I accidentally deleted the BBB email, and was unsuccessful in locating it. Kindly update my response to Satisfied and indicate that I was a blue to resolve this directly with the corporate office, who responded remarkably.