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:05/19/2023

  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.

  Made a reservation via the company's app. When I received my bill, the charge was almost doubled. I sought restitution directly from the hotel property. I spoke to *** who spoke to her supervisor who refused to make any kind of adjustment. I phoned the parent company, Choice Hotels and spoke to representative ********. ******** said he spoke to a supervisor twice. Originally they offered me 1000 bonus points. When I told him that wouldn't help, he came back with an offer of 5000 points and finally a $50 credit. He stated that the Choice app has had "glitches" in charges. Even with this admission, they refused to refund the difference. The stay began on 05/09/23. I stayed for 2 nights. The 2nd night was billed at $113. The night in question was billed at $291. When I originally spoke to ***, she apologized and said that it appeared that I should have been charged $113 for each night. They will have this conversation recorded. The actual property manager never offered to speak to me. With the admissions of error from company representatives, I expect a refund. 

  Business Response

  Date: 06/21/2023

  Dear *******,
  
  We understand your disappointment since it was something out of your hands which caused you to pay more. Rest assured that your feedback will not go unnoticed, as we will work along with the appropriate parties for improvements. 
  
  On the other hand, we understand that you are seeking to receive a positive resolution to this experience. Kindly know we don't have access to its billing system since the hotels are individually owned and operated; that is why we cannot make a direct refund on your card. Nonetheless, we would like to send you a refund of $90.00 in addition to the $50.00 the representative over the phone sent. 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. In addition, confirm if your phone number ************** and email address ***************** are correct. Also, please send us your complete mailing address to proceed. We'll be expecting your response.
  
  Regards,
  *****
  Social Media Team
  *****************************************************
  Tel: ************
  CID: ********

• Initial Complaint

  Date:05/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered with their promo they are currently running4 times. I called may 8 th to inquire about the promotion they informed that I was given points instead of the gift card.when I made reservations.I was no way informed or given an option of the two?I feel that the promotion is very misleading It does not state anything about points!!

  Business Response

  Date: 05/30/2023

  Dear ****,
  
  We understand where the frustration lies in this situation. Kindly know that all seasonal promotions are based on points. Once you have completed the two qualifying stays. You are awarded a minimum of 5,000 to a maximum of 8,000 bonus points after the second qualifying stay. The total of base points plus bonus points awarded will be at least 8,000 points, which is the number of points required to redeem a $50 gift card from participating retailers. You can decide whether to keep the points and redeem them for a free night or to redeem a $50 gift card. 
  
  On the other hand, we want to check if you already received the bonus points. Please send us your mailing address and a different email address to access your account since the one attached is not the one in the file. We'll be expecting your response.
  

  Regards,

  *****
  Social Media Team
  [email protected]
  Tel: ************
  CID: ********

• Initial Complaint

  Date:04/21/2023

  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 IS THE MOST COMPLICATED COMPANY TO WORK WITH EVER! I RECIEVED POINTS FOR STAYING IN A CHOICE HOTEL THAT GAVE ME A BAD INJURY FROM A METAL BAR STICKING OUT FROM UNDER THE BED I TRIED USING THE POINTS AND MISTAKENLY CHOSE THE WRONG CHECK IN DATE- THE HOTEL ADVISED NO CANCELLATIONS- OK BUT I JUST NEEDED TO CHANGE THE DATE OMGHEEE I CALLED AND GAVE THE AUTOMATED SYSTEM ALL OF THE NEW DATE INFORMATION AND WAS PLACED ON HOLD FOR A CS REP- WHO THEN ASK ME ALL OF THE QUESTIONS ALL OVER AGAIN NP- I GAVE HIM ALL OF THE INFORMATION FOR THE NEXT DAY DATE CHANGE REQUEST AND THEN HE SAID THAT I CPOULKD NOT CHANGE THE DATE BECAUSE THE CHANGE OF DATE PROCESS HAD ENDED THE DAY BEFORE WHAT- I JUST MADE THE RESERVATION 2 MINS EARLIER- CONSUMERS STAY AWAY FROM THIS COMPANY THAT CAN NOT DO ANYTHING FOR YOU ACCEPT CAUSE YOU A HEADACHE NO POINTS ARE WORTH THIS BS

  Business Response

  Date: 05/17/2023

  Dear *****,
  
  We sincerely regret the difficulties you encountered while dealing with your reservation. We would like to closely review your case. Please send us the hotel's address, name on the reservation, and arrival date. Also, please include your account's phone number, email address, and home address. Once we have this information, we will follow up accordingly. 
  
  ****
  Customer Care

  Customer Answer

  Date: 05/19/2023

  why when Choice is the company that did not want to change the reservation date- 

  Why when you have access to the reservation on your own site

  distraction and avoidance makes this situation worse

  Apr 21, 2023
  1 night 0 pts Quality Inn Fayetteville near Historic Downtown Square
  Fayetteville, GA

  you are a complete waist of time and energy

  Business Response

  Date: 05/21/2023

  Dear *****,
  
  Thank you for reaching out to us regarding your rewards night reservation. We understand the importance of being able to cancel or modify existing reservations, and we can imagine how frustrating this experience was for you. Kindly keep in mind that before confirming the reservation, the system shows the cancelation deadline that must be accepted before confirming the reservation, and once confirmed, we need to stick to the terms and conditions accepted. 
  
  After some research, we noticed that the cancelation deadline had already expired when the reservation was confirmed, meaning once confirmed, no changes could be made, and also, according to the records, the reservation was occupied; as it turns out, we are not able to process a full refund of points; however, as a gesture of goodwill, we have credited 8,000 points to the account. We appreciate your understanding in this matter. 
  
  Also, after reviewing the account, I noticed that the mailing address in your account appeared as Unknown, so we updated it to *************************Forest Park, GA **********. We appreciate you reaching out to us. If anything else comes up, let us know. Have a great day.
  
  Regards,
  ********
  Social Media Team
  *****************************************************
  Tel: ************
  CID: ********

  Customer Answer

  Date: 05/22/2023

  [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: your Good wil is appreciated BUT- there is not one decent hotel that is a Choice hotel for 8,000- without paying a regular price in addition to this Choice- SO CALLED GOOD WILL- I tried to change the date of the reservation ONE HOUR after i made it- so there was no DEADLINE BROKEN- 

  Choice is just a scam company offereing dispicable rooms at delapidated hotels for a lot of money - I CAN NO LONGER DEAL WITH THIS COMPANY!

  AND THE PUBLIOC SHOULD KNOW WHY
  
  Regards,
  *********************

  Business Response

  Date: 05/23/2023

  Dear *****,
  
  Thank you for getting back to us. We understand where the frustration lies in this situation. Rest assured that we have carefully reviewed the reservation's details, and since our system shows that it was used, we cannot refund the points. Nonetheless, as an appreciation for your membership since 2021, we credited the 8,000 Choice Privileges points to your account. Please know that as a Choice Privileges member, you earn 10 points per dollar spent before takes. To earn 8,000 points, our members need to spend $800 plus taxes for a reservation.
   
  We hope you give us another chance to continue welcoming you at our branded hotels and show you the great experience you can have with us.
  
  Regards,
  *****
  Social Media Team
  *****************************************************
  Tel: ************
  CID: ********

  Customer Answer

  Date: 06/02/2023

  [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:  There is no excuse for this our relationship has come to an end!
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a room at ************* on April 15th for a 1 night stay to depart April 16th. We paid for the room ($179.79 total, in advance through the Choice Hotels app. When we got there to check in, they were unable to accommodate us because they are a non-ADA compliant facility (this was not made apparent on the Choice App). They booked us a 2nd floor room. We had our wheel chair bound mother with us and they were unable to provide us with a first floor room and they had no elevator. They still charged us for a room+fees+taxes, and will not refund our costs. We ended up having to pay twice as much for another hotel room, all of the way across town. In the world today, having a newly remodeled hotel without ADA access is unfathomable. Let alone, refusing to refund our costs.

  Business Response

  Date: 05/11/2023

  Dear ****, 
  
  My team can entirely comprehend your discontent, as accessing amenities that fit your needs is essential. It's discouraging that you and your mother had to go through so much distress for not encountering the appropriate facilities.
  
  Please know that most of our hotels count accessible rooms for our guests, and they should be selected at the moment of the booking. In addition, it's necessary to mention that special requests, such as a room at a specific level, will depend on the hotel's availability. Upon checking, I noticed that you contacted us through Social Media, and one representative credited 8,000 points to your account for the trouble. However, since we recognize that this experience was anything less than exceptional, we took the liberty of adding additional 8,000 points. 
  
  You can redeem these points 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, 8,000 points are equivalent to what you would earn after spending $800 at the property before taxes. My team hopes you can consider this an isolated case. 
  
  ***
  Choice Hotels International
  CID ********

• Initial Complaint

  Date:04/14/2023

  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.

  MARCH 24, 2023: I received an email with the following offer: "Don't miss this limited-offer, *******! From now until April 5, get a 50% bonus* when you purchase Choice Privileges points". These points can be used for hotel stays with Choice Hotels. I purchased ****** points with 50% bonus totaling ****** points, but the bonus was not credited. Immediately after the purchase, I called the customer service ***************) about the missing bonus points. The representative I spoke with said it takes 24 hours for the bonus points to appear.MARCH 25, 2023: When the bonus points did not appear, I called customer service a second time. The rep I spoke with told me that it can take up to 48 hours for the points to appear on the account. I asked for the points to be credited to me on the spot, but the representative refused and stated that it would result in me getting "double points." MARCH 26, 2023: When bonus points still were not on my account, I called customer service a third time. The customer service representative this time initiated an investigation. As part of the investigation, she had me forward the promotion email to her manager ******************* via email ( ************************************************************* The representative told me it would take 3-5 days for an investigation to be completed and that I would receive the results via a call or email.MARCH 31, 2023: Six days after later I called customer service a fourth time for a status update on the investigation. This representative stated that the investigation would take **** business days. I told the representative that I wanted a refund and for them to "take back" the ****** points that were in my account since it appeared that this company had no interest in honoring its printed promotion. She refused to do anything. Following this call, I initiated a dispute with my credit card company. I tried to get Choice to credit the bonus points at the outset they refused, so now I just want a full refund.

  Business Response

  Date: 05/01/2023

  We regret to hear about all the inconveniences encountered with getting your extra points, *******. We understand this may be a frustrating outgoing situation, and we would like to give a satisfactory resolution as soon as possible. My team and I want to take a closer look at your account and the purchased points. We kindly ask you to send ** your phone number, mailing address, and email associated with your Choice Privileges account to review the details. We appreciate your patience and hope to hear from you soon. 
  
  *****
  Customer Care 
  CC: ********

• Initial Complaint

  Date:04/14/2023

  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.

  On or around March 7th 2023 I utilized the Choice Hotels App to make an advanced booking for lodging near the ********** military academy. I purchased an overnight stay from OCT.13 to Oct.14th. On April 14th I received am email from choice hotels thatvthe hotel was under new ownership and i had to call the new owners to attempt and either recover the money i paod to choice hotels or rebbok my room. I called customer service and asked if they could move that payment into another hotel stay nearby and gave te the hotel name and location. I was informed they couldnt do this and that i would be double charged considering i couldnt be refunded the amount soemt on the room. Cancelation policy from Choice hotel App(see attachment) state have until OCT 12th to cancel for refund. Well its April 14th *** they canceled my reservation. I wnat my money plus reimbursement for my wasted time.

  Business Response

  Date: 05/11/2023

  Dear *****, 
  
  Thank you for contacting us with your concerns. We understand this situation has brought you some inconvenience since you were not expecting this situation with your reservation. Please know we've contacted the hotel to get more assistance; as it turns out, the new hotel management is already in place, so we couldn't get more details. 
  
  It is important to mention that each hotel handles its billing system individually; therefore, we don't have access to process direct refunds. In this instance, you can dispute the charges directly with the bank. Nonetheless, from our end, we've deposited ****** Choice Privileges points to your account. These points can be redeemed for a free stay at selected Choice Hotels locations since our properties range from ***** to ****** points per night. In addition, since members earn 10 points for every $1 spent at Choice Hotels, ****** points are equivalent to what you would earn after spending $1,600 before taxes at the property. Your new balance is ****** points. At the same time, we're sharing this feedback with the appropriate parties within Choice Hotels to evaluate the necessary improvements. We appreciate the valuable time you took to contact our team. 
  
  *****
  Choice Hotels International 
  CID: ********

  Customer Answer

  Date: 05/12/2023

  [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:04/07/2023

  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.

  I am a Diamond member. I keep trying to use points plus cash. The website keeps telling me all of my cards are invalid. It has been saying this for years. I used to be able to call member services and they could book it for me. Now they can't do anything. The options they give me are to use all ********* or to pay full price. Or to buy points. I was just on the phone for over an hour and it wasn't resolved and I was transferred to three people. I emailed and I was told nothing is wrong with their system it has to be my cards but they work everywhere else and my bank show that nothing was ever sent to them for approval. This may not seem like much to some people but when you're traveling this is a big pain in the **** and having to call constantly and deal with ignorant people on the phone and spend hours on the phone dealing with the same issue over and over and not getting any satisfaction you get fed up and not want to deal with the company again.

  Business Response

  Date: 04/27/2023

  Thank you for reaching out to us, *****. We regret to hear about the bad experience when trying to book a point-plus cash reservation. Kindly note that when it comes to booking a points-plus cash reservation, all information on your credit card MUST match all information in your Choice Privileges account profile. We encourage you to please check with your bank institution the information they have for you and compare this information on your profile. On behalf of Choice Hotels, we apologize for the inconvenience.  
  
  Nevertheless, we understand we cannot take away the bad taste this experience left on you, and my team and I would like to recover your trust back in us and continue having the pleasure to be part of your travels. We're glad to inform you that we've applied ****** points to your Elite Diamond account for all the troubles encountered. Remember that free nights start at ***** to ****** points depending on the hotel's location, season, and arrival date. Your account balance is ****** points. You can check it at your most convenient time by accessing your account online at ************************** or the Mobile app. Thank you so much for allowing us the opportunity to rectify this situation. We hope you have a wonderful day.
  
  
  ***
  Social Media Team
  *****************************************************
  Tel: ************
  CC:********

   

   

   

• Initial Complaint

  Date:04/05/2023

  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.

  My names ************************* and today is 04/05/2023 I contacted Choice customer service at ************ in regards to two reservations that I have. The bookings are showing cheaper in the app and I asked Choice to modify my price to the new price which is $82 per night , and the representative named *** was being very rude and kept on acting like he does not understand what I am saying. I need to speak to someone who can help me with this because when i booked the reservations on 03/09/2023 i did not know that it would be cheaper if I waited closer to my travel date to book the stays.

  Business Response

  Date: 04/18/2023

  Thank you for reaching out to us, ******. We regret to hear about the issue encountered with your reservation. My team and I understand your concern, as money is always a pressing matter for everyone. After carefully reviewing this information. Our record shows that when you booked your reservation, you selected an Advance Purchase Member Rate (SAPR2M), which is a pre-paid reservation. Their policy state: This is a non-cancellable rate plan. Once your reservation is confirmed, cancellations or changes are not allowed (including changes to the guest's information). No refunds or credits for early departure, cancellation, or no-show. In addition, Please know our partners individually manage rates, and they tend to fluctuate based on a variety of factors such as location, weekends, time of year, and events, among other things. Considering this, rates are subject to change at any time. Therefore, we cannot guarantee that the rate remain when booking.  
  
  Nevertheless, our main objective is to recover your trust back in us and continue the pleasure to have you as a valued member. For that reason, as a gesture of goodwill, we successfully applied 16,000 points to your Choice Privileges account. These points can be redeemed for a free stay or possibly two at selected Choice Hotels locations since our properties range from 8,000 to 35,000 points per night. In addition, since members earn 10 points for every $1 spent at Choice Hotels, 16,000 points are equivalent to what you would earn after spending $1,600 at the property before taxes. Thank you so much for allowing us the opportunity to rectify this situation. We hope you have a great day.

  ***

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

• Initial Complaint

  Date:03/21/2023

  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.

  On March 6, 2023 I booked a room on the ChoiceHotels website. I had found the room at a cheaper price on a competing website, but saw that ChoiceHotels had a guarantee, wherein they would match the price and send me a $50 gift card. I took screenshots of the competing offer, which was lower by approximately $3 and submitted the claim form. The claim form has a place to put the link where the lower rate is found, which I did, but the price on said link is not static, nor would one necessarily expect it to be so--thus my taking the screenshots, but within a few days of my claim being submitted, I received a message that my claim was "processed" and denied with the explanation that the representative assigned could not verify the lower rate. The representative advised me to resubmit my claim, which I did in hopes that this time someone would reach out for further details instead of denying the claim outright. Again the claim was denied, this time because too much time had passed from the original booking date. There is no place to attach any screenshots or evidence of the lower rate aside from the link to the competing website, which again is subject to change from the time the claim is submitted to when it is reviewed. After receiving the first rejection, I replied to the email with an explanation of the price change, and attached dated screenshots of the lower price I had found, but my email was not responded to and I received no further communication. By not asking for more evidence or giving me a chance to help them find the lower rate before denying the claim, the company has crafted a way to sidestep their guarantee and make customers reliant on the chance that prices will remain static over a period of days. This is a blatant bait and switch and very unbecoming of an established and sizeable company such as ChoiceHotels. The room I booked is non-refundable, and so I am stuck with this reservation, but I will definitely reconsider booking with you in the future.

  Business Response

  Date: 04/03/2023

  Hello, *******. We appreciate you for taking the time to leave your feedback. For your understanding, the Lowest Price Guarantee advises that once you have completed your reservation, you can request the Lowest Price Guarantee to price match our competitor's rates within 24 hours after your booking was completed with us. You can make the request as long as it is 48 hours or more before the date of arrival. In this scenario, since it has been more than 24 hours since you made your reservation, the Lowest Price Guarantee can no longer be applied. However, aiming to make amends for what happened, I would not like to miss the opportunity to show appreciation for your loyalty; I want to give you 6,000 points in your Choice Privileges account. Remember that free nights start at 8,000 to 35,000 points depending on the hotel's location, season, and arrival date. To proceed and add the points, we kindly ask you to send us your email, phone number, and mailing address attached to your Choice Privileges account. We hope to hear from you soon. -*****.

  Customer Answer

  Date: 04/10/2023

  [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: You either missed or disregarded the fact that I had submitted the form within 24 hours, but was denied because the price had changed from the time of my submission. I took screenshots showing the price difference and that I had submitted the form within 24 hours. My claim was wrongly denied and now you appear to be doubling down. I do not want or need the courtesy points you've offered as I will not be booking with your brand from here on out. Your response illustrates a lack of understanding and commitment to your policies as well as a superficial effort to understand the situation before making amends as you say

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

• Initial Complaint

  Date:03/20/2023

  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.

  For almost 6 months now I've been consistently calling choice hotels 1800 number to let them know that my credit card points are going to a different account under someones name ********************* (********) since many years ago this man used to have my phone number. I can't access my points and need the 32,000 points to be put on this correct account of mine instead (*********). Every time I have called (about 10 times) they say it’s been escalated but I never hear from anyone and it still hadn’t been fixed. I would also appreciate an extra 16,000 points for all my troubles.

  Business Response

  Date: 03/30/2023

  Dear ********,
  
  My team hates to think about the frustration and efforts you have experienced regarding this matter. We regret the delay in getting a resolution and understand the importance of having one, as hard-earned points are valuable for any guest. Allow us to count on all the necessary details. So, could you please be so kind as to reply with the last four digits of your Choice Privileges **** Card along with your bank ID? We'll be waiting for your response. 

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