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:07/05/2023

  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 called to book a hotel reservation for the evening of June 18th, 2023 in Seattle, as I got in very late from my flight it was past midnight when I went to check into my room. The representative I spoke to had reserved the room for the wrong night, not the night I requested, but the following night. So I, a young, solo, female traveler, showed up to a hotel in a new city and was told I could either book again (and pay twice, functionally), or try to find somewhere else...all because of ChoicePlus incompetence. I paid in person to reserve a room and called ChoicePlus to resolve the issue the next day, though they said the hotel was charging me a $25 cancellation fee for the incorrect booking to be cancelled...an incorrect booking that ChoicePlus made. I was livid at this and was told by their customer rep that I would be given a free night's stay at one of their partners for my inconvenience and that they, ChoicePlus, would refund me the $25 cancellation fee since it only occurred due to their error. I waited two weeks for a call or email resolution, which I was promised, and none of this happened, so I had to call them, again. I was told they would "compensate" me $25 for the inconvenience. Excuse me, but your company covering costs associated with YOUR error is NOT compensation, it is the bare minimum and shouldn't be something I had to call TWICE and spend OVER AN HOUR OF MY TIME to resolve. I was told I would be refunded the $25 and be given a free night's stay, but all they did was apply points to my account, but didn't cover the cancellation fee that was caused by THEIR ERROR. This is absolutely unacceptable and their customer service representatives are horrible.

  Business Response

  Date: 08/30/2023

  Dear *******,
  
  It's hard to imagine how frustrating this situation was for you. Understandably, any guest expects a booking to count on accurate details to avoid any inconvenience at the property. So, my team sincerely regrets the confusion with your reservation at that time. 
  
  After checking the investigation's results of your interaction, please know that the representative followed the correct procedures. Nonetheless, as a gesture of Goodwill and appreciation, we want to send you a $25.00 refund associated with your cancellation fee. 
  
  Since it is crucial to get your money promptly, we run the process digitally through *****. Are you familiar with *****? If not, here is how it works. You will receive an email from Choice Hotels within 4-7 business days notifying your payment is waiting. First, click on the link in the email. Then verify the email address and zip code you provided to us. Once verified, you can choose whether you want the money directly deposited into your bank account through ***** or to receive a check.
  
  If you select the option of a physical check, it may take 14-21 business days to arrive at your mailing address. Should you not see the check option on the email, you do not have to select any method of payment, and the system will automatically trigger a physical check after five days and send it to your mailing address (you will need to allow the same time frame [14-21 business days] to receive it). Once sent out, this physical check is valid for 60 days. Please let us know whether ###-###-####, ************@*****.com, and **** ****** *** NE Apt **, Atlanta, GA ***** are correct to proceed. We will await your answer. 
  
  ***
  Choice Hotels International
  CID ********

  Customer Answer

  Date: 09/05/2023

  [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:07/03/2023

  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.

  I have been a choice privilege rewards member since 2006. I travel occasionally for continuing education classes this year. I thought it would be good to buy points for this years class, so my hotel would be taken care of. I purchased enough points for 5 nights. When booking my stay they told me I only had enough for 3 nights! When I had paid $742! Which is double the coast of just paying out right at the hotel! This is fraud and should be known that they are ripping people off. Because they sell you that it will save you money. When it really coast double. Never again.

  Customer Answer

  Date: 08/08/2023

  To whom it may concern
  I figured that there would be no response from this company. I have tried to resolve this matter many times with them with no response.

  I decided to use what points I purchased and take my loss so I made reservations to stay at a choice privilege hotel weeks prior to my arrival. Once I arrived late in the night, the hotel told me that they had overbooked and did not have a room for me! The hotel nor choice privileges could help me find a room. So I was stranded with my family to figure it out on my own, and was unable to use my choice privileges points that I had purchased! so not only did I paid $750 for a three night stay which is ridiculously overpriced. I was unable to use them at all.

  Business Response

  Date: 08/29/2023

  Hello, *****. It saddens us to learn about the problems recently experienced with our rewards program since we recognize their importance to our valued customers. Furthermore, it's crucial to clarify the rates for points purchase transactions are not connected with the usual nightly rates established by the properties. Also, please be advised the average free nights at our hotels go from 8,000 to 35,000 points (depending on the location, season, arrival date, any special event happening in the area, and excluding ********** hotels). In addition, we must mention our system does not allow us to process refunds once the points purchase is complete and they are showing up on the guest profile. However, we added 8,000 points to your Choice Privileges account to appreciate your loyalty to our program and your patience in dealing with this matter. Please note your comments won't go unnoticed since we have duly documented them under case ID #********. Therefore, the appropriate parties will strongly consider them for future reference. Thank you for the second chance to make things right for you.
  
  ******
  Customer Care
  ********

  Customer Answer

  Date: 09/05/2023

  Thank you for at least listening and trying to rectify my complaint. Although it is months later. It does help Hopefully this can make it better for others in the future. 
  *****

  Customer Answer

  Date: 09/06/2023

  [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:06/26/2023

  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.

  This complaint is on behalf of my 87-year-old mother. She accidentally chose June 28, 29 for a 2 night stay at a Choice Hotel (Clarion) in Branson, MO when it should have been July 28, 29. My dad finishes chemo on July 25 and she is taking him there as a surprise get away, she made an honest mistake! Mom used the prepaid button because she was getting a better rate. She recognized her mistake and called me because she couldn’t change it. I called Choice Hotels on June 23 and was on the phone for 52 minutes with no help. I called again June 24 and was on the phone for 57 minutes and was told they could not help. I called the Clarion in Branson and the manager there was quite nice and said she can’t change it because it is a Choice Hotel policy and would if she could. She suggested I call Choice again and ask them to give my mom enough points, so she could book the rooms for July 28,29-they would NOT do this. I truly got the feeling that ageism was involved in this incident. This discrimination against older people is not acceptable. I have tried EVERYTHING I can think of to get them to understand this situation. Choice Hotel keeps saying, “this is a policy that can’t be changed.” A policy is not a law-policies can be changed. The solution we are seeking is this: Please give my mother 27,424 POINTS so she can book the hotel for July 28, 29. Confirmation # is ********. Choice Hotel # for *************************** is ********* 

  Business Response

  Date: 08/29/2023

  Dear ****,
  
  We understand your frustration in this situation since your mom made an honest mistake by choosing a different month for the reservation. I'd feel the same way in your position.
  
  Kindly know that since the booking was under a non-cancellable, non-refundable, and non-modifiable rate, the reservation could not be canceled. However, the property made an exception this time.
  
  We checked our system and noticed that the hotel processed a refund for $238.24 on 06/30/23 to the card ending in ****. The timeframe for the funds to be back in the card is 7 to 10 business days to receive the money if it was a credit card or up to 21 business days if it was a debit card, depending on the bank institution. We appreciate your time and understanding.
  
  Regards,
  
  Choice Hotels International
  CID ********

• Initial Complaint

  Date:06/24/2023

  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.

  My husband and I made a reservation ******** at Comfort Suites in Vestal NY for one night for Sunday, June 25 using reward points. On Thursday, June 22 I tested positive so I called Comfort Suites & they told me they transferred my reservation to another hotel, quality inn & suites without my knowledge. I called the Quality Inn & Suites and they told me the transferred reservation number is ********* and cancelled my reservation number *********. However, later that day I still see in the account that the reservation is confirmed & the reward points were not credited back to the account. Again, I called both hotels and the transferred hotel assured me that my reservation was cancelled and the points would be credited back to the account. However, today 6/24 I still have not received the points back in the account. I called customer service and they said I can't get my points back even though I cancelled the reservation. I don't understand how a hotel can just send you to another hotel and not give you the option to cancel your reservation if you don't want to stay at a hotel that you never booked.

  Customer Answer

  Date: 07/05/2023

  ---------- Forwarded message ---------
  From: * * <*********************>
  Date: Mon, Jul 3, 2023 at 3:31 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  

  Hi! The hotel refunded my points
  Please close this complaint with satisfied with outcome.
  
  Sent from my ******

• Initial Complaint

  Date:06/20/2023

  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.

  There is a promotion for 5,000 to 8,000 points for 2 nights of stays. I have booked over 12 nights and did not receive my points. I was told there is a rule that does not exist as I have attached the rules and definitions and I have called many times and the agents are all trained to lie about some rule that makes no sense and is not listed. They go as far as to read the rules I have attached and then add a scentanve they made up something about a 24 hours of check out? I'm not even sure what they make up but all 4 of them when I ask to please read me this rule they all have a dofferent scentance they lie and make up and word it differently in all 4 cases. They record the phone calls and I would love for someone to replay it as each one says it different. My stays consist of the days of 6th&7th also 7th&8th also 8th&9th also 9th$10 that is 4 gift cards as the rules state they should be different booking numbers and. They are so that is 4 gift cards I should have received. Then I have rooms on the 13&14 also 15th&16th also 17th&18th also 19th and I will have the 20th that is another 4 gift cards. I booked 2 rooms on 8th and 9th hence why the double on those days different booking numbers. That is a total of 8 gift cards. Or 64000 points. I spent 3 hours was hung up on by 4 agents and still they refused to give me the points I earned. Besides being one of the most loyal customers they have as I live in hotel and buy room every day so I don't understand why they would not honor their program and want to give me what I deserve. Ino one of the most valued customers( bc noone can use more then a booking every single day) I just don't get why or how I am being treated as such . When I ask they go silent or hang up I have the calls I can attach how many hours I have been on the phone and still refuse to give what they advertise. I received only 18k points when I deserve 64k well I believe u should give me more then that for being a MVP customer but no way that would happen

  Business Response

  Date: 07/01/2023

  Dear ******,
  
  It's hard to imagine your feelings regarding this matter. Understandably, qualifying for promotions and getting their benefits is valuable for any member. So, it's disappointing you have had problems taking advantage of the Spring Promo. At the same time, my team sincerely regrets the experience and frustration you have had over the phone. That's not the service we want to deliver to our members. 
  
  Regarding this promotion, allow us to provide some clarifications. After the second qualifying (it's necessary to remark that consecutive nights at a hotel count as a single stay), you'll receive a minimum of 5,000 points and 8,000 bonus points as a maximum (72 hours after checking out), depending on how many base points you earned from the two separate qualifying stays. The bonus points combined with the base points will allow you to redeem a $50 Gift Card from the participating retailers (********************** ******, *********** *****, ******, **** *** *****, ***** *********) at a discounted level of 8,000 points. 
  
  Upon review, although your records show successive nights at the same hotel (***********************************), you received the promotional rewards twice and earned 11,550 bonus points, which you used for free nights. For future reference, if you plan to reserve at the same property, please allow 24 hours after your first check-out to check in again, as a gap of 24 hours is required for your stays to count as separate in this case. You can check all terms and conditions at ***********************************************************************.
  
  However, as a gesture of Goodwill, we have added 16,000 points to your Choice Privileges account. Kindly check your balance by logging into your online profile. My team hopes you can take advantage of these points soon.

  ***
  Choice Hotels International
  CID ********

  Customer Answer

  Date: 07/02/2023

  [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:06/17/2023

  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 booked a hotel stay with Choice Hotels since they had a low-price guarantee. Their guarantee posted on their website is: Subject to the terms and restrictions discussed below, 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 prior to 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 $50 USD Reward Card and Canada residents will receive a $50 CAD Reward Card (see Reward Card terms and conditions) within 6 weeks after the stay is completed and a valid claim has been submitted to Choice. Residents of all other countries (international residents) will receive their first night free instead of a reward card. [Other terms apply; see below.]Website link: ********************************************************************************** I booked my hotel stay on Tuesday, June 13 at 2:00pm for a total cost of $183.18 for a hotel stay beginning on Thursday, June 15 at 6P. On Wednesday, June 14 at 1:45PM, I submitted a claim form to Choice Hotels asking for a $23.18 discount since I found a lower price on the same hotel booking using a competitive third party service, Traveluro. I would also like to have the $50 reward card they offered in their guarantee. After I submitted the claim form to Choice Hotels, I received a reply denying my claim. They changed the terms of their original guarantee. Choice's customer service could not help me resolve the problem, and their email links do not work.

  Business Response

  Date: 07/01/2023

  Dear *******,
  
  My team can entirely understand your disappointment, as the best price possible always has a significant meaning for our guests, and our Lowest Price Guarantee can allow them to receive it. We sincerely regret all the frustration this situation may have caused.
  
  While I understand the importance of qualifying for the Lowest Price Guarantee, according to your comments, the claim was submitted the next day of the booking (June 14th), past the 48 hours before a 6:00 am arrival. However, as a gesture of Goodwill and considering the distress you have gone through, we have applied 16,000 points to your Choice Privileges account. You can check your balance by logging into your online profile. My team hopes you can take advantage of these points and give us another opportunity.
  
  Choice Hotels International
  CID ********

  Customer Answer

  Date: 07/02/2023

  [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:

  Dear ***:

  Either you, and your co-workers, don't seem to understand your company's policy as it is written or each of you are trying to change the policy to get out of making good on it.  The argument you stated is all wrong!  Once again, here is your policy:

  The Guarantee
  Subject to the terms and restrictions discussed below, 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 prior to 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 $50 USD Reward Card and Canada residents will receive a $50 CAD Reward Card (see Reward Card terms and conditions) within 6 weeks after the stay is completed and a valid claim has been submitted to Choice. Residents of all other countries (international residents) will receive their first night free instead of a reward card. [Other terms apply; see below.]

  I booked a hotel stay at 2PM on June 13th for the 15th and 16th.  Within 24 hours, on the 14th, I found a lower price from a third-party website.  I completed the Choice claim form and submitted it within the 24 hours limit.  My booking at 2PM on the 13th was 52 hours from the 6PM arrival time on the first day booked on the 15th.  The competitor's price was $23.18 total less than the Choice price I booked.  As I see it, Choice owes me $23.18 and a $50 CAD Reward Card per your guarantee.
  
  Also, it is totally unacceptable to have a customer service representative not know your policy (Les).  It is even worse that the supervisor does not know the policy (******).  I did not appreciate having to wait on hold for one hour and 5 minutes only to be told by your customer service representative the company's guarantee is managed by the "back office" and they have no control over it.  

  Additionally, I called Choice Hotels a couple of other times and received all sorts of bogus reasons Choice will not provide the price difference.  You people cannot even stick behind a consistent reason for denying my claim!  Absolutely ridiculous! 

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

  Business Response

  Date: 08/29/2023

  Dear Michael,
  
  We understand your point of view. However, kindly know that due to our policies in this situation, the Lowest Price Guarantee was denied because it did not meet the terms and conditions.
  
  On the other hand, my team and I credited you 16,000 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. In addition, since members earn 10 points for every $1 spent before taxes at Choice Hotels, 16,000 points are equivalent to what you would earn after spending $1,600 at the property before taxes. Also, you can redeem any gift card from our retailers. 
  
  Nonetheless, we would like to send you a refund of $23.18. We know that getting your money fast is essential. Because of that, we run a new process digitally through *****. Are you familiar with *****? If not, here is how it works. You will receive an email from ***** within 4-7 business days notifying you the payment is waiting. First, click the link in the email. Then, for security purposes, verify your email address and the zip code you provide. 
  
  Once verified, you can choose whether you like the money directly deposited into your bank account through ***** or receive a check. If you choose the deposit, you will receive your funds immediately. On the other hand, the check will be sent to your address within the next 14 to 21 business days. A physical check will be triggered after five days if you do not choose an option. Also, you must deposit your check within 60 days to receive funds. To proceed, please send us your phone number, email, and mailing address.
  
  Regards,
  
  Choice Hotels International
  CID ********

  Customer Answer

  Date: 09/04/2023

  [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:06/15/2023

  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.

  They had a promotion of staying 2 nights and receiving a $50 gift card. The first issue was that they sent me a gift card not useable where I lived. I called them and they said they fulfilled their responsibility, so I just figured I would use it in one of the states when I was there. I live in Illinois and the card could only be used in Ohio or Pennsylvania. I was finally in Ohio and found a ****** gas station and store. I was thrilled, but unfortunately when I went to use it I could not. I called number on back of card and message said my card could not be found. When I got back from vacation, I called Choice again because now I had a card I could not use. I explained to them that they did not fulfill their obligation because I did not get a legitimate $50 gift card. All I want is the $50 gift card as their promotion promised. They claim they fulfilled their obligation, and I say they did not because I have a worthless gift card and they refuse to replace it. I cannot get a hold of a person a ******; it is just an automated number, so I am out $50 and I want it replaced!!! Preferably with a card I can now use in Illinois. I use to use Choice all the time, but have not used them since this occurred and will never use them again unless they make this right!!!

  Business Response

  Date: 07/01/2023

  Dear *********,
  
  My team can imagine your dissatisfaction and disappointment regarding this situation, as we recognize how valuable it's for any member to be able to use their Gift Cards without restrictions. So, I sincerely regret the frustrations and the time this situation represented to you. 
  
  While we cannot issue new Gift Cards once delivered, attempting to show our appreciation, we have added 16,000 points to your Choice Privileges accounts. You can check your balance by logging into your online profile. My team hopes you can take advantage of these points and give us another opportunity. 
  

  ***
  Choice Hotels International
  CID ********

• Initial Complaint

  Date:06/07/2023

  Type:Billing 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 don't know if 2000 characters will suffice. As briefly as possible: I am a 20 year member of the choice privileges points program, and use their credit card to accumulate points. My account was hacked by persons unknown, and all my points stolen by being turned into gift cards and mailed to an address in Florida. I sought re-imbursement from Choice, since they KNEW I could not access my account with my member ID and password. They told me (numerous phone contacts) different stories, starting with apologizing and assuring me that I would get my points back, and ending with them telling me their investigation revealed "no fraud, and they would take no action". I am seeking, as a 20 year member, to have my points replaced in my now secured and password changed account. SPECIFICS: We have not traveled much lately due to covid and have accumulated over 175,000 points. Approx April 5, 2023 I attempted to access my account to use points to book 2 hotel rooms, but could not get in the account. I used $ I contacted Choice Hotels (CH) and they sent a reset code to my email which I never received. I think the hacker set up a bypass somehow and the email went to the hacker, because shortly after I tried, CH informed me that my points were being withdrawn and turned into gift cards. I told them we only use points for hotel rooms. They verified the address in my account as **** ****** **. MIlton, FL ***** and I TOLD them that was NOT my address and the account was compromised. They did nothing to stop the siphoning of my points. After numerous unsatisfactory calls I was told points were used on 4/24, 4/26, 4/28, 5/1, 5/3 & 5/5 using all the points for gift cards for expensive women's makeup and sent to the Florida address.CH has danced me around, telling me they opened a Case (#*********) and telling me numerous times I would be contacted in 3-5 days (No one EVER called me, If I did not call them I heard nothing. There is more to tell you, I started to take notes, no room....

  Business Response

  Date: 06/19/2023

  We understand your frustration, *****. We regret that someone else changed your information and accessed your account. We take our customer's security very seriously to avoid fraudulent activity; it bothers us that someone took advantage of it and used your points. We want to rectify this matter as soon as possible; we kindly ask you to send us your email, phone number, and mailing address associated with your Choice Privileges account to review these details and prevent this person from using your account again. Besides that, we would like to update the information to the correct one to reinstate your points. We appreciate your time and understanding. We hope to hear from you soon. Regards, *****.

• Initial Complaint

  Date:06/01/2023

  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.

  I had a reservation (confirmation # ********) with Comfort Inn Westminster in London, England for one night for May 17, 2023. However, on April 28, 2023, I received an email from the hotel stating that it had closed permanently and had me re-booked at The ********. On May 12, 2023, I received an email from Choice Hotels Reservation confirming my May 17, 2023 reservation at Comfort Inn Westminster. I called Customer Service at Choice Hotels to clarify what was going on as I had thought that the hotel was closed permanently. The customer service representative had no idea that the hotel had closed, This caused me to lose confidence in Choice Hotels and I asked the represenattive if I should cancel the reservation since I do not want to pay Choice Hotels and also The ********. The customer service representative could not provide any assistance. So, I cancelled the reservation at the hotel that had closed permamanetly. When I arrived at The ******** on May 17, 2023 at 9 pm, I was told that the reservation has been cancelled and that they were fully booked. All other hotels in that area were also fully booked. Since I was also a ******** points member and is very familiar with this chain, I booked the cheapest ******** in the area, ******** in Grosvenor Square for GBP561 for the night. I would like Choice Hotels to reimburse me the GBP561 (minus the GBP179.1 that I would have paid Comfort Inn Westminster). However, Choice Hotels have only offerred 16,000 points as compensation. This is equivalent to about GBP80, a grossly inadequate amount. Thanks. 

  Business Response

  Date: 08/29/2023

  Hello, ****. Words cannot express our disappointment about the poor situation you experienced with this reservation, especially since money was involved. Please note your comments won't go unnoticed since we have duly documented them under case ID #********. Rest assured that the appropriate parties will strongly consider your feedback to avoid other customers experiencing similar issues with future bookings. Furthermore, we understand that receiving a full refund for your stay would be an ideal outcome; however, it's crucial to mention that one of our customer service representatives awarded an additional 25,000 reward points to your Choice Privileges account as a token for the unfortunate experience. Remember, the average free nights at our hotels go from 8,000 to 35,000 points (depending on the location, season, arrival date, and excluding WoodSpring hotels). Once again, we appreciate your time and cooperation in dealing with this matter.
  
  ******
  Customer Care
  CID: ********

  Customer Answer

  Date: 09/04/2023

  [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:05/31/2023

  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 booked a room on May 4th for a two nights stay the first weekend in June. I wasn't sure if we were going to need both nights or just one night so I paid more money at the time I booked to have a "Free Cancellation or Modification" of the reservation. My initial rate (including taxes and charges) for June 2nd was $187.01 and June 3rd was $197.08 totalling $440.74 for both nights. Again, this was the price quote after taxes and other charges. I was given until June 1st at 4:00 PM to "change or cancel without charge." However, when I called the hotel directly to change my reservation to include only June 3rd, they were unable to help me. They said I had to call "Choice Hotels" to change the reservation, which I did. When I called Choice Hotels, I spoke with 3 customer service representatives, 1 manager, and 1 executive manager to see why they increased my rate for June 3rd from $187.01 to $249.64. All they could say is the rate changed since the May 4th so they could no longer give me that rate. When I explained that I had already booked the room on May 4th AND paid more money to be able to "change or cancel without any charge" they still refused to honor the $187.01 that I was quoted when I made the original bookings. The "highest" manager that would speak to me told me that they could not honor my original quote because the rate changed from the date of my original booking. I asked them HOW they could charge more money for a "FREE CANCELLATION AND MODIFICATION POLICY" at the time of booking, and then still change the price from the original quote. None of the representatives could explain why they are charging for a policy they are not keeping. Not to mention, if they are doing this to me...How many others are they also changing the price on and the customers not being aware?All I want is for them to honor the price when I initially booked! Sleep Inn & Suites Near I-90 and ********* **** ****** **., Austinburg, OH, *****, US ###-###-####

  Business Response

  Date: 06/14/2023

  Dear *******,
  
  We understand your frustration about this matter since money is always a pressing matter. Kindly know that the rates fluctuate by date. We understand that when you booked the rooms, there was a price. However, since there were some modifications, the rate changed to the one it was at that moment. 
  
  Kindly note that the hotels are individually owned and operated, so we are not involved in their daily operations, nor do we have access to their billing system; that is why we cannot make a direct refund on your card.
  
  On the other hand, my team and I want to credit you 12,000 Choice Privileges points because we care about your business and satisfaction. These points can be redeemed for a free stay at selected Choice Hotel 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 at the property before taxes. To complete the process, please send us the email address that is on file and your mailing address. We'll be expecting your response.
  
  Regards,
  
  *****
  Social Media Team
  *****************************************************

  Tel: ************
  CID: ********