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 Hospitality, Inc.

  10 Independence Dr Chelmsford, MA 01824

• 

  Radisson Hotel

  1 Radisson Plaza New Rochelle, NY 10801

• 

  Country Inn and Suites by Radisson

  877 Edelweiss Strasse Helen, GA 30545

• 

  Radisson Hospitality, Inc.

  1405 Xenium Ln N Stop 8249 Plymouth, MN 55441

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:07/28/2022

  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.

  I registered for a promotion that they have heavily advertised all over their website and are raving about it in all their marketing called, “Stay 2 nights and get a $50 gift card”. And then it says T&C apply. Then there are rules all tucked away in different areas. Well here’s the thing they don’t give you a gift card, they give you points and you can use the points to get a gift card if you have enough. Well how does that equal stay 2 nights and get a gift card if you don’t actually get a gift card, and when I signed up they had virtual gift cards, now all of a sudden they don’t. Long story short I got the room that night, but didn’t really need to, at the end of the day I only got it because of that gift card, and as a matter of fact most of the night there was no TV, no Wi-Fi, and the phone didn’t work in the room, nor calling from my cell phone. I want my money refunded and they can take their 5000 points that don’t buy a gift card back. Also that same night as I’m looking for the least expensive room, I see that ****** is showing that ********** is booking ur room for $67 while on the choice app it was $70. And I have proof. I fill out the form for lowest price guarantee and they tell me I needed to book the room 48 hours in advance and some other nonsense, now in the world could I go back in time and book the room 48 hours in advance when I was booking it right then and there? So they just aren’t honoring any of their advertisements, they just want to resort to trickery and misleading ads, if they don’t honor both of these deals then you know that they are just plain sneaky and not reputable. They need to be plastered everywhere so everyone knows that they will use every tiny writing, lawyer speak, bait and switch out there and do not intend to support the little guy whatsoever

  Business Response

  Date: 08/01/2022

  Good day to you, *******. We know that earning rewards and getting the best discounts when making your reservations are essential for everyone. Currently, we have the 2022 Summer Promotion: Stay Twice and Get a $50 Gift Card. Between 06/06/22 and 08/01/22, registered members can earn between 5,000 and 8,000 bonus points (The number of bonus points awarded is based on the total base points earned on the two qualifying stays) after every two separate stays. Following your question, you can complete two different visits. It can be two individual hotels. Also, it can be the same hotel, but you need to have 24 hours difference between the last check-out and the new check-in. Because the consecutive nights at the same hotel only count as one stay, regardless of check-ins or check-outs. We reviewed your account and noticed that you had two qualifying stays; we provided you with the bonus points. We are pleased to inform you that during this promotion, Choice Privileges reduced the required points to 8,000 points. So you can claim your $50.00 physical Gift card for 8,000 points. These are the partnering Gift Card retailers for this deal: **** ***, *****, ******, ****, and *****. Remember, you will have 60 days after the promotion ends to redeem your points for a $50 gift card at the reduced point level.
  
  On the other hand, we understand that you submitted your request to the Lowest Price Guarantee Department. Kindly know that our members can price match our competitors rates within 24 hours after booking their reservation with us as long as it is 48 hours or more before the arrival date. Claims must be received within 24 hours of booking through a Choice Hotels channel and at least 48 hours before a 6:00 pm arrival on the arrival date. For that reason, your reservation did not qualify for this deal. Your dissatisfaction and frustration are understandable as money is a pressing matter for anyone. Nevertheless, we recognize you did not enjoy your visit due to the maintenance and issues with the amenities you encountered with your accommodation. Even though we cannot process a refund to your card since we have limited access to the individual hotel's billing system, my team and I want to amend this for you. Therefore, we took the liberty of crediting 12,000 points to your account as compensation for these troubles. Rest assured, we notified the details of your experience in our and the property to continue making improvements where necessary. Please let us know if my team and I can be of any further assistance.
  
  Regards,
  
  Katherin
  Choice Hotels International
  CC ********

• Initial Complaint

  Date:07/21/2022

  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.

  I attempted to book a hotel using my current reward points online but was advised I had to call. I explained to the CSR I wanted to use 18,000 points of which I already had. The CSR without my knowledge or consent went behind my back and purchased 118,000 points charging my personal debit card $1215. I have called numerous times and begged them to review the call in order to get my money back as I was wrongfully charged. This happened on July 5th. I've yet to hear a response back from choice hotels even though I was promised twice a supervisor will review the call and I'd have a refund within 7 to 10 business days. I did not ask anyone to purchase points nor did I approve that charge. I was never even informed I was charged until I saw the points purchase on my account and the money withdrawn from my bank account. They have awful customer service and will not assist their loyal customers.

  Business Response

  Date: 07/27/2022

  Dear ******,
  
  Thank you for reaching out to us in this matter. We understand this is a frustrating experience. Also, we are disappointed to hear about the inconvenience with the agent and the points purchased. We know that money is a pressing matter for everyone and processing a refund as soon as possible is essential. Kindly note that, after reviewing the system, we found that you started a dispute process with the bank. Kindly note that, at the moment, we need to allow more time for the bank's response to the dispute. We will keep an eye on your response. In the meantime, if anything else comes up, let us know. 
  
  Fernando
  Social Media Team
  [email protected]
  Tel: ************
  CID: ********

• Initial Complaint

  Date:07/20/2022

  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.

  I have been a Choice Hotels member for several years. We travel mostly for pleasure/personal family business. Sometimes we stay 2 days mostly overnight. Choice advertises on TV, Radio and their website, Choicehotels.com that you stay 2 nights you get one night free. I have tried many times to take advantage of this offer. First they said you had to activate by phone before you made the reservation, offer denied. I did that the next time. Then they said offer expired even though it was accepted over the phone. Then they said do it online and register before make reservation. I did, now they say the offer require 24 hours between the 2 nights even though the offer prior said w consecutive nights. She even said 2 consecutive nights with 24 hours between. Those are mutually exclusive. Then she said the offer expired even though it was offered on the website when I made the reservation.

  Business Response

  Date: 07/30/2022

  Dear *******,
  
  It saddens us to know about the difficulties and the frustrations you went through regarding our past Spring Promotion, 'Stay Twice and Get a Free Night.' We recognize that valued guests like you are always eagerly expecting to qualify and receive the benefits of our promos, so your dissatisfaction and disappointment are understandable. Regarding the Spring Promotion, we realize it is necessary to provide some clarifications: this promo started on 03/14/22 and ended on 05/08/22. After completing a second qualifying stay, members would receive a minimum of 5,000 points and a maximum of 8,000 bonus points, depending on how many base points were earned from the two separate qualifying stays. The bonus points combined with the base points would allow redeeming a future free night for a reward night level of 8,000 points at over 1,000 Choice Hotels. 
  
  Now, let me share with you some details to take into consideration to avoid future promotional issues:
  
  -Registration is required before the check-out of the first qualifying stay.
  
  -Our non-elite and gold members need to book centrally: at www.choicehotels.com, through the mobile app, or by calling our Reservations Department at 800-521-2121.
  
  -If you plan to reserve at the same property, please allow 24 hours after your first check-out to check in again. Consecutive nights are considered a single stay, and a gap of 24 hours is required between your reservations for them to count separately in this case.
  
  Upon checking, I see you completed only one stay within the promotional period (05/03/22 at the Quality Inn & Suites Plano East - Richardson [two successive nights]). Despite this and the fact we have only 60 days after the end of a promotion to credit any bonuses, I have applied 8,000 points to your account. This is part of a courtesy and a token of our appreciation. Kindly know we are currently running our Summer Promotion, so I kindly encourage you to check all the details at https://www.choicehotels.com/promo/faqs. We hope you can take advantage of the points and give us a second opportunity. 
  
  Regards,
  
  Meibelin
  Choice Hotels International
  CID: ********

• Initial Complaint

  Date:07/14/2022

  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.

  Complaint number ********. Date of transaction was June 10, 2022. Amount charged was $270. We only stayed one night 6/16. We paid with cash and points. We ended up having to leave and find somewhere else to stay because there were customers smoking weed in the hotel. The staff knew, my husband asked them to do something about it and they wouldn’t. The fire extinguisher inspection and elevator inspection were outdated, there were electrical wires sticking out from the lamps, the hotel was filthy. We found somewhere else to go, fortunately, my husband stopped by the front desk and told them we were leaving. The front desk clerk did not check us out of the hotel. We were still charged for the full $270. The hotel told us since we booked through Choice Hotels that Choice is responsible for refunding us. They refunded our points but not our money. The charge is still on my credit card. Even if they were going to charge us still for the one night that would have been different but they kept money for all 3 nights. Choice Hotels is refusing to refund my card. That is theft. The charge is not pending either. It has cleared my card. I called and the lady told me to call my bank. The charge is not through the bank. It’s through a credit card company. The credit card company isn’t going to do anything about it. It’s not the credit cards responsibility. I’ve had to waste so much time on this. I want my money back and I can promise you, I’ll never stay at another choice hotel again. I have the receipt from where we switched hotels if that is needed also. I want my full $270 refunded for all the mess I’ve had to deal with.

  Business Response

  Date: 07/19/2022

  Good day *******,
   
  We regret to learn about your poor experience with one of our trusted properties service. Thanks for reaching out about the billing issue you are having. We'd be happy to look into this further. When you have a moment, please send us your stay information. Please confirm the name on the reservation, confirmation number, hotel name, and the hotel's address. We will be on the lookout for your reply. Once we receive that information, we will follow up accordingly.

  Regards,

  Helder
  Customer Care
  Tel: ************
  CC: ********
  *Share your experience on social media by tagging us @ChoiceHotels*

  Customer Answer

  Date: 07/22/2022

  [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 ********.  The confirmation number is ********.  The hotel is Quality Suites, **** ***** **., Springdale, AR *****.  As I stated previously, we did not stay the entire time.  We had to check early.  The hotel stated that Choice is responsible for refunding me since we booked through y'all.  Then Choice told me that the hotel is responsible.  Regardless, due to everything we have dealt with, I want a full refund.
  
  Regards,
  *******************************