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 Hotel Sudbury

  85 Ste Anne Rd Sudbury, ON P3E 4S4

• 

  Radisson Hotel JFK Airport

  135-30 140th St. Jamaica, NY 11436

• 

  Radisson Hotel JFK Airport

  13530 140th St Jamaica, NY 11436

• 

  Quality Inn by Choice Hotels

  65 Geoffrey Dr Newark, DE 19713

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:09/20/2022

  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.

  Below is the complaint I sent to them and I seriously do not expect to get anywhere. DO NOT fall for this chain and their point system. The problem is not with employees. They have always been nice. It's the corporation. Shady, cheating lying greedy and deceptive. I plan to file complaint with BBB. This is the 2nd time I have been ripped off with your point system. The 1st time I lost 20000. My Reservation was for 2 nights. We were tired and decided to come home on the 11th. I was WELL within the cancel time by 2 hrs. Desk clerk confirmed. I call Cust Serv and they said I would get points back but no money, I have not even received points back. If I remember right, the fee was 12000 pts plus 70$ for one night. So I spent $12000 to save around $20 anyway?? Your points are apparently not worth much. I'm VERY unhappy with Choice. I feel I MUST review for people online & report this. The Motel was great. Your company, BAD.

  Business Response

  Date: 09/24/2022

  Hello, ***********;
  
  Thank you for contacting us and bringing this situation to our attention. We are disappointed to know that your concerns haven't been solved yet. We couldn't agree more with you about how important it's to offer quick solutions that fit our guests. My team and I are keen to assist further and provide the resolution of the points you expect from this case. 
  
  As you might know, a points-plus cash reservation allows you to confirm a reservation using 6,000 points from your account and $85 per night. After checking our records, you reserved two nights. That will be 12,000 points plus $170, which is equal to 20,000 points since every thousand cost $8.50. As a result, you confirmed a reservation using 32,000 Choice Privileges points.  
  
  As a friendly reminder Point Plus Cash option is non-refundable, and the information is listed on the terms and conditions of the feature when making the reservation. Remember that any refund will be entirely in points that will be re-deposited into your Choice Privileges account; this includes the initial points used to make the reservation, plus those purchased through Points Plus Cash. Understandably, you only stayed one of the two nights booked. For that reason, we have credited the 16,000 points to your account for the unused night, and your current balance is 17,883 Choice points available for future use. 
  
  Thank you for allowing us to rectify this experience to your satisfaction. 
  Sincerely, 
  
  Ray 
  Choice Hotels International 
  CC: ******** 

  Customer Answer

  Date: 09/28/2022

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

• Initial Complaint

  Date:09/15/2022

  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.

  Ever since Choice Hotels updated their Choice Privileges website to login via email, I have been having issues logging into my account. My correct email address is *********************** but after the account migration, my email on the Choice Privileges website was incorrectly listed as ********************** Every time I tried correcting my email address on the Choice Privileges website, I received an error message telling me to call customer service. I tried calling customer service multiples times (most recently on 9/14/22 and 9/15/22), but they have not been able to correct the issue on their end. When I call customer service, they too are unable to correct the email address, as they tell me that their system shows a separate ghost account under the ********************** email which they are unable to pull up or modify. Each time I call, they tell me they will escalate this issue, but after several months the problem is still not resolved and my email address is still listed incorrectly. The latest time I called them, they tried deactivating the incorrect email account ********************** but even after they deactivated the incorrect account, I still am not able to sign in or access the ******************** account. When I try to create a new account with the ******************** email now, I receive an error message saying that email is already in use. When I try to reset the password to the ********************* account, I get a password reset link, but when I try to enter a new password, I get another error message saying I need to call customer service. It appears I am permanently unable to access my ******************** Choice account as I am unable to create a new account with this email, unable to sign into an account with that email, and unable to reset the password to the account with this email.

  Business Response

  Date: 09/19/2022

  Hello, *****
  
  Thank you for contacting us and bringing this experience to our attention. We can only imagine your dissatisfaction with this situation and regret knowing that it has not been addressed with the customer services representatives as expected. 
  
  On the other hand, after checking your account, we found that this matter has been escalated with our support specialist team the last time you called us, and it may take 3-5 business days to receive a response to add your email ********************* Please note we still are within the time frame. Once we receive a response, we'll let you know. 
  
  In the meantime, we have credited you ****** points for the inconvenience. These points are enough for a free night at selected locations since our rewards nights range from 8,000 to 35,000 points per night and vary based on weekends, holidays, and events in the area. Moreover, you can send us an alternative email address while we try to find a resolution to these concerns. 
  
  Sincerely,
  
  Ray
  Choice Hotels International
  CC: ********

• Initial Complaint

  Date:09/08/2022

  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.

  I've stayed at Choice Hotels & have been a member of Choice privileges since 2007, but I didn't receive all of the nights stayed & points that I was told by Choice Hotels. On 8/24 I called Choice & spoke to Cielo, who indicated the points & nights would be added On 8/24, I also then spoke to Estama who indicated additional points would be added, but when I checked my Choice privileges account, nothing changed. On 8/25, I spoke to William, who indicated he added the additional night & points & when I checked my account - it showed total points of 6970, but still showed 4 nights not 5 nights. He then said he couldn't add the additional night (even when I provided the confirmation #, date etc. off of my hotel receipt. Since then, on 9/7 I booked 3 more nights at Choice Hotels & now see that my points no longer show 6970, but show 4950 (per attachment). It does no good to keep calling, since I continue to get the run around. I'm extremely disappointed with the amount of time I've had to spend, my inconvenience, & lack of customer service at Choice (especially knowing that I've been a member since 2007). Reference: confirmation #********* on 8/14/22 for 1 night $98.79 (per attachment) Resolution: 1) Either issue refund for the $98.79; or 2) revise the points back to 6970 & revise the nights to 5. Along with either option above; issue a credit for $100 off my upcoming reservation # ******** due to all of the inconveniences & time spent to resolve this.

  Business Response

  Date: 09/13/2022

  Hello, *****
  
  Thank you for contacting us and bringing this situation to our attention. We sincerely appreciate your preferences over the years with Choice Hotels since 2007. We understand how significant the reward points are for our members and the number of nights accumulated on the account towards the Elite status. Please know that my team and I are keen to assist in the best way possible and turn this experience around to your satisfaction.
  
  Kindly note that after checking our records, we found that your stay at the **************** near Biltmore Village, Ascend Hotel Collection in Asheville, NC, on 08/14/22, where you earned 870 points. Those were posted on a duplicate account under your name, ******** (that no longer exists). When you called Customer Service, the agent you spoke with attempted to transfer the stay details to your primary account, *******. She encountered some errors that resulted in the incorrect procedure, and ***** points were added by mistake. That ended up in 6,970 points. That was the amount you saw online. When the audit was performed, the 2,020 points were reversed since it was added by mistake. For that reason, your current balance of 4,950 points. 
  We can recognize the mistake made by the agent that caused your dissatisfaction, and we can assure you that it has been coached to prevent an unpleasant experience from happening again. As mentioned, our main objective is to earn your trust back in us and have the pleasure of being part of your future travels and continuing the business with you. For that reason, we have credited your account number ******* with 7,050 points to show we care about your satisfaction, and your current balance is 12,000 points. These points are enough for a free night since our rewards nights range from 8,000 to 35,000 points per night and vary based on weekends, holidays, and events in the area.
  
  On the other hand, regarding the number of nights to obtain an elite level, our members can reach a Gold status which is the first tier, of completing ten nights per calendar year. Since we cannot change the current elite night count on your account from 4 to 5, once you're one night away, which is nine nights, from being a Gold member, you may reach out to us with case # ********, so we can manually change your membership status to a Gold member. To learn more about the rules and regulations of the elite levels, click on the link **************************************************************** and search for the Elite Membership section. 
  
  Thank you for allowing us to rectify this experience to your satisfaction. If we can be of any additional assistance, let us know. 
  
  Sincerely, 
    
  Ray 
  Choice Hotels International 
  CC: ********

  Customer Answer

  Date: 09/13/2022

  ---------- Forwarded message ---------
  From: <*****************************>
  Date: Tue, Sep 13, 2022 at 5:12 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: [email protected] <[email protected]>, [email protected] <[email protected]>

  
  
  Re:   Complaint ID  ********; Choice Hotels International
  Please close this complaint as of 9/13, since Choice Hotels has resolved this issue.   Thank you for all your assistance!

• Initial Complaint

  Date:09/05/2022

  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.

  *********Member number: RXR010816. I received an offer via email to get 2000 ****** Mileage Plus Miles for every 5000 Choice Hotels Points that I exchanged. Offer was good through August 31, 2022. As a result of the promotional offer, I increased my stays at Choice Hotels properties. On August 31, 2022, I tried for some time to make the exchange; however, the Choice Hotels website would not allow me to link my ****** and Choice Hotels accounts so that I could complete the exchange. I was attempting to exchange 27,000 Choice Hotels points for 10,800 ****** Mileage Plus miles. The website did not have any fields for me to enter my ****** Airlines account information. I contacted Choice Hotels customer support to complete the transaction over the phone; since August 31, 2022 was the final day to receive the promotion. Agent was not able to link accounts or honor promotional exchange rate over the phone. Promotional exchange rate was only available online. I explained to the agent that Choice Hotels website not functioning correctly; agent said it's a known issue with the website and no further resolution offered; only attempted to sell vacation timeshare package to me. I attempted again on September 4, 2022 to link my accounts; to my surprise, this time it worked. However, the promotional period has passed. I feel that Choice Hotels still has an obligation to honor the advertised deal. They have a record of my call into customer support on August 31, 2022. I am requesting that Choice Hotels complete the exchange under the promotional terms. I want to receive 10,800 ****** Mileage Plus miles in exchange for 27,000 Choice Hotels points.

  Business Response

  Date: 09/10/2022

  Hello, ******
  
  Thank you for contacting us and bringing this situation to our attention. Through the lines in your message, we can recognize where this experience failed for you to take advantage of the ****** Mileage Plus promotion.
  
  Kindly note that after looking at the terms and conditions of the promotion. You could receive 2,000 miles for every 5,000 Choice Privileges points after completing the redemption between 07/07/22 and 08/31/22. It's important to mention that airline miles can be redeemed for only 5,000 points. After looking at your rewards account, your current balance is 27,671 points. With that amount, you were entitled to receive 10,000 ****** Mileage plus miles equal to 25,000 Choice Privileges points.  
  
  Understandably, the time frame to get the double of miles has expired, and the number of points requested nowadays has returned to the regular amount, which is 5,000 Choice points for every one thousand miles. Moreover, my team and I understand the importance for you to get this situation corrected. For that reason, we have credited 22,329 to make you reach 50,000 points and for you to redeem the 10,000 miles you desired.
  
  On the other hand, kindly know that your comments won't go unnoticed as they have been forwarded to the appropriate parties within Choice Hotels for corrective actions and to prevent unpleasant experiences from happening again. Should you need additional assistance, let us know. 
  
  Sincerely,
  
  Ray
  Choice Hotels International
  CC ********

  Business Response

  Date: 09/24/2022

  Hello, *************
  
  We can't thank you enough for the time you are taking to bring these concerns to our attention.
  
  Please know we do not intend to add stress to this process. After checking your comments, my team and I are more than willing to make it right for you; that's why we applied *5,000 extra points, and your current balance is 55,419 Choice Privileges points. 
  
  Once again, your satisfaction means everything to us, and I truly hope we can provide you with a better impression next time you take advantage of one of our promotions.
  
  Sal
  Choice Hotels International
  CC ********
  
  *

  Customer Answer

  Date: 09/27/2022

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

• Initial Complaint

  Date:08/31/2022

  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 want to transfer my Choices Points to ****** Airline miles, But the website had bugs I can't link Airlines account and make exchange. I try to email the customer service but they can't fix the problem. I try to call the customer service once and once again but they just want me to wait and wait. The custom service said my accout does't have problem and he will ask the IT department. In August 31, the end day of promotions, he said there is no respons he can only provide me 5000 points =1000miles. But the promotions in August was"5,000 Points = 2,000 Miles With ****** MileagePlus" end in August 31. That means I will loss a ticket by thie mistake. As a customer, I try my best to solve the problem. But the Choicehotel just leave the problem here at customer's expense. This is so disappointing.

  Business Response

  Date: 09/06/2022

  Thank you for contacting us, *****. We know the importance of taking advantage of our promotions and earning your rewards. Kindly know that we cannot extend our previous Airlines Exchange Promotion (from 07/07/22 to 08/31/22). We regret to learn that you could not redeem your points for the miles. 
  
  Please note that we did not have any issues with our website during the promotional period. We reviewed your account, and let us rest assured that your feedback has been shared with the appropriate parties to provide better experiences to our valued members. For future promotions, we kindly recommend you use a home network on a different device. Nevertheless, we understand the inconvenience caused, and as a token of our appreciation, we have deposited 16,000 Choice Privileges points in your account for future use. We appreciate the time you took to bring this matter to our attention.
  
  Sincerely,
  
  Katherin 
  Choice Hotels International 
  CC ********

  Business Response

  Date: 10/01/2022

  Dear *****,
  
  It's saddening you are still having problems liking your online accounts. We know the urgency of having them attached to your Choice Privileges account. 
  
  Please know *** *** ******* has not been one of our partners since June 30th, 2020. However, allow us to follow up on your other airline accounts. After reviewing our records, I noticed your ****** Airlines account is already linked. In this instance, for your ****** airlines account, we kindly encourage you to follow these recommendations:
  
  1. If you are trying through our website, please use the Mobile App instead.
  2. If you are using the Mobile App, try our website, www.choicehotels.com.
  3. Clean cookies and cache from your browser.
  4. Use a different browser or a different device before starting the process.
  
  If you continue having trouble linking your ****** account, please reply with your ****** account number. 
  
  Regards, 
  
  Mei
  Choice Hotels International 
  CC ********

  Customer Answer

  Date: 10/06/2022

  [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 error still exists on my online account.

  In my account, the website shows ****** airlines account was unlink.(screenshot 1)

  And when I try to link, it page showed 'PERMISSION_DENIED'.(screenshot 2)

  There's why I'm forced to miss out the promotions.

  The problem has never be fixes and it bothered me a lot.
  
  Regards,
  
  ***** ***

• Initial Complaint

  Date:08/31/2022

  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.

  We are Choice Hotels privilege members and booked a room for 2 adults, 2 children for one night with ***** reward points for August 24, 2022. The location was Quality **************************** in **********, **. We checked into our hotel around 8pm. As we were walking to our room we observed mold on the doorframes of ALL hotel room doors in that building. Upon opening our hotel room door all 4 of us smelled the mold inside the room. Both myself and one of my children are very allergic to mold and had health problems from mold in the past so we left right away and told the front desk. She was very nice but all the rooms she could offer us were in that same moldy building and if we wanted to cancel we had to call Choice Hotels guest services since we had paid for it with points. That made sense. By now its 8:30 pm and we all just want a place to sleep. But we needed our points to be refunded in order to get another hotel for that night with points. I was on the phone for 30 mins with a choice hotels rep who kept updating me that their system was slow and they were waiting for it to update so they could refund our points. Then Choice hotels dropped the call on their end and I was not able to get in touch with the same person when I tried to call back. It was now 9 pm so we had to find another choice hotel in the area (Sleep Inn) but had to pay a total of $115.90 out of pocket. I figured we could call the next day and get it worked out to reapply the ***** points since it was Choices slow system that prevented us from using these points for the Sleep Inn. However, the rep I spoke with the next morning did not believe me when I told him that the rep the night before said their system was slow. He returned our points to us but would not resolve the issue the way we needed it to be resolved, which was to refund us the $115 for the Sleep Inn and then apply the ***** points for that night. Financially we needed to pay for it with points rather than out of pocket.

  Business Response

  Date: 09/06/2022

  Hello, *******. Thank you for reaching out to us. We understand your disappointment with your recent experience at the Quality Inn & Suites. We can tell you this is not the service we aim to provide for our valuable guests, especially when traveling with your family. Choice Hotels has always encouraged each hotel within our system to deliver comfort, satisfaction, and value to every guest. We regret to know that was not your case. We have documented your feedback and shared it with the appropriate parties within Choice Hotels and the hotel management team for future improvements and to avoid more unpleasant incidents. 
  
  After checking our system, we noticed you recently contacted our customer service by phone; we returned the ***** points you used for that reservation and added an extra ***** points for the inconvenience caused. On top of this event, we understand that you could not use your points for your stay at the Sleep Inn.
  
  My team cannot imagine the frustration and distress this event left on you. Kindly know that each of our properties is owned and managed individually, and we do not provide refunds. Nevertheless, we took the liberty of depositing ***** Choice Privileges points to your account as a token of our appreciation. Kindly know our free nights range from ***** to ****** points depending on the hotel's location, season, or arrival date. Your new point balance is 2***** points. If we can be of more help, let us know.
  
  
  Regards, 
  
  Katherin 
  Choice Hotels International 
  CC ********, ********

• Initial Complaint

  Date:08/09/2022

  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.

  Whenever you have a question about your points they tell you to call the executive team and they will answer your questions but they throw you back and forth choice hotels customer service says call the points department points department says call customer service. I cannot get this situation resolved they refuse to connect me also with a United States Representative. As of June of this year 2022 I thought I had about 3,000 points now I have had several stays since July 1st and they keep on stealing points they say they have double points I don't get the double points they say they have these promotions I never get them. Choice hotels refuses to resolve this situation. If they cannot give my points that I'm deserving of then I will go somewhere else but in the meantime I will demand my money back.

  Business Response

  Date: 08/15/2022

  Dear *******,
  
  We understand how important the Choice Privileges rewards points are for you and will be glad to assist you. Kindly note that currently, your points balance is 50,572. If you have questions about your points balance, please let us know. Regarding your stays from July, please provide us with the hotels' locations, arrival dates, and confirmation numbers so we can make sure you receive all of the points. Also, note that we have not had any double points promotion. Note that we ran the Summer promotion 2022, in which you would earn up to 8,000 points for every two separate stays between 06/06/22 and 08/01/22 to redeem for a $50.00 gift card. After some research, we found that your stays on 07/21/22 and  07/29/22 qualified for the bonus points. We hope this information help to clarify the promotional details. We hope to hear from you soon.
  
  Fernando
  Customer Care
  CID: ********
  
  

  Customer Answer

  Date: 08/18/2022

  [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] day hi you all have this information if you can't resolve this then there seems to be a problem nobody should use choice privileges hotel anymore they do not care anymore about their customers I've been with them for 20 years again you will have the records of where I stayed fix the problem
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:07/30/2022

  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.

  Case Number: ******** I was planning to book a hotel stay for July 16 - 17th at the Lift Bridge Hotel in Duluth, so I searched up those dates and found a promotion through choice hotels. I saw that the hotel room was non-cancel, non-refundable, so I proceeded to book it. However, when I confirmed the hotel, I saw that the dates were actually July 18 - July 19th. So I called the hotel right away and got no answer. Then called choice hotel customer service and got an answer but was given the runaround for 3 hours! At the time of this complaint, I was currently still on hold, and it's been an hour. The other time I was on hold, their line hung up after an hour. They said "one moment" and never came back. Before that, one of the reps said, "I will give you a call back in 30 minutes" but never even called back. It is now past midnight and I am still trying to get this resolved. I am a single mom with two young kiddos, just trying to plan something fun for them, and I can't seem to get any help so that we can hopefully enjoy our short trip. I had to keep calling customer service and each time I was transferred, I had to explain the situation all over again. I literally called RIGHT AWAY when I saw the dates were not actually correct, so they should be able to cancel and refund my account, but I haven't been able to get any help. I am very tired and frustrated to have been calling for 3 hours, and on hold for most of the call. After begging, Please, please, please just cancel the reservation, I spoke with a woman (Max) who said she would process the refund, and that it should process within 3-5 days, 7-10 days at the latest. Well, it’s been over 3 weeks, & still no refund. And here I am, back on hold… AGAIN. I don’t think I’ll EVER book with choice hotels ever, ever, ever again. Please just provide the refund! The promotion was misleading because it changed the dates that I had originally put into the search. And now I’m stuck with the hassle. To date, still to refund.

  Business Response

  Date: 08/06/2022

  Thank you for reaching out to us with your concerns through this channel, *****. Please know that all our franchise hotels manage a separate billing system, which prevents us from charging or refunding our guests' credit cards. However, we are pleased to let you know that the hotel processed a refund for $272.84 on July 30th. It will take 7 to 10 business days for you to see the money available. If we can be of more help, let us know.
  
  Helder
  Customer Care
  Tel: ************
  CC: ********

• Initial Complaint

  Date:07/28/2022

  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.

  Choice Privileges continues to miscalculate all my Diamond rewards points for hotels stays.

  Business Response

  Date: 08/02/2022

  Thank you for contacting us, ****. We regret to hear about all the inconveniences you have encountered with our program. However, after reviewing your information, I confirm that our internal team is working on your case to provide a resolution to your concerns. We assure you that all this information has been sent to them for follow-up. Again, thank you so much for your patience through this process. 
  
  *******
  Social Media Specialist
  CC:********

  Business Response

  Date: 01/09/2023

  Dear **** *********,
  
  Please excuse us for the delay in your response. Kindly know that we have received your request regarding your missing Choice Privileges points. We can only imagine the frustration and stress this situation has caused, as we understand the importance of getting the correct amount of points for each of your stays. Please note that after carefully reviewing your Elite Diamond account, we noticed that previous representatives adjusted some points to rectify the issues encountered. Moreover, it is essential to mention that our members earn 10 points for every $1 spent before taxes at our Choice Hotels locations. You can check more details by clicking on this link: ******************************************************************************************************************************************************************************************************************************.
  Nonetheless, as we recognize that this has been a difficult ongoing situation, we took the liberty to add 10,000 Choice Privileges points to your account since we care about your business and satisfaction. You can verify this on your online account at your most convenient time. We appreciate you taking the time to bring this matter to our attention and allowing us to make amends. 
  
  Sincerely,
  
  Clau
  Choice Hotels International  
  CC: ********

• Initial Complaint

  Date:07/28/2022

  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.

  In July have stayed at Choice's hotels and have spend over $1000.00 I'm a eite diamond member with over 148 stays this year. I have unfortunately had to file some complaints with Choice's Hotel about the decline both in hotels service and with Choice's Hotels eite service line. I have never been contacted by Choice's hotels elite services back for a resolution about there hotel's bad customer service. Nor have I ever heard back from the hotels after speaking with elite services.

  Customer Answer

  Date: 08/03/2022

  Choices hotels has all of this information in my choice account with no answer to any of complaints made to elite services. Comfort suites *** **** ******** **** Murfreesboro tn. And sleep inn Smyrna tn on commercial drive. None of my complaints have been ever answered by Choice Hotels or the hotels them selves.

  Business Response

  Date: 08/09/2022

  Dear *******,
  
  Thank you so much for sharing more details about your experience. We sincerely appreciated your Diamond membership with us. I regret to hear about the issues encountered at two of our trusted brands. We understand the importance of having a clean and comfortable room, so your experience and concerns have been sent to the hotel to make improvements where necessary.
  
  After reviewing your details, I confirm that our Guest Services Team already applied 30,000 points to your account on 07/20/22 upon your agreement due to the issues faced at the Sleep Inn & Suites Smyrna - Nashville arriving on 07/13/22. Nevertheless, we took the liberty to deposit 16,000 points for the experience found at the Comfort Suites on 07/26/22.
  
  Rest assured your comment is what we are using to improve. Your remarks have been forwarded to the hotel owners so they might take proper actions with the hotel staff. If my team and I can be of any further assistance, please let us know. 
  
  Grettel 
  Social Media Specialist
  CC:********