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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WASHINGTON -- Members with Choice Hotels be very aware of how you book your rooms. My husband and I booked a reservation for this weekend, unfortunately we are not able to go on our vacation this weekend so we canceled in plenty of time. I used some of my points and paid the remaining balance on my Credit Card, I waited for a few days and noticed that my card had not been credited.

So I phone member services where I was given the runaround and sent through several departments and people. At one point I had to call back because I was on hold for so long, finally one woman said she would transfer me to the department that would credit my card. When the gentleman finally answered he had no clue what I was talking about and transferred me to another department where that gentleman laughed at me when I asked to speak to a supervisor. Finally after some time I finally reached a supervisor who said that my credit card money was converted to points and added to my account. I explained that I had not picked that option and that I needed my card credited.

According to her when you cancel your reservation they automatically convert whatever money you paid into points on your account regardless if you did not choose that option (then why have that option on your website, you're not going to allow people to choose what they want). I explained again that was not what I chose and I would like my card credited, she said she would have to file some paperwork and they would go step by step over my selections but that I would not be getting my card credited.

So basically I paid for a trip I am not going on and I am stuck with points that I did not ask for. This place is shady, they will take your money and your points, but when you cancel a reservation they will give you your points back but will not give you your money back. What good is it to be a member if this is how they are going to treat you and I certainly did not think it was appropriate for that gentleman to laugh at me what kind of circus is this place running, no one seemed to know what they were talking about or how to help me.

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Promotions Not Honored. False Advertisement
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Booked a hotel with advanced payment. I could get 25.00 off and reward points for signing up with Choice Visa. It also asked for my CC. I put in my info, it charged my CC not Choice Visa. I called both Visa and Choice member relations. They told me that there was nothing they could do. I did not get the promotion points that were guaranteed or the 25.00 discount for the reservation. No one cared. Talked to 6 people. 2 transferred me without my Choice member number or problem.

Resolution said that there is nothing that can be done to get my money or rewards points. They stated that the problem with the website not taking the card could not be corrected. That is FALSE ADVERTISEMENT! Don't waste your time with the members or Visa card. Just book it through AAA. A couple more dollars is better than the hassle and FALSE ADVERTISEMENT.

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Refused Cancellation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALL, OREGON -- NO SATISFACTION: Choice Hotels REFUSED to cancel!! Though I provided proof there was a cancellation guarantee printed on my confirmation. I will NEVER do business with any CHOICE hotel again. "I have researched your concerns to ensure we covered all bases. Our website displays all relevant information prior to confirming, cancelling, or changing any reservation. This reservation is non-cancellable, non-changeable and non-refundable and we will have to stand by the reservation."

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Review
StarStarStarStarEmpty StarBy -
Rating: 4/51

FLORENCE, SOUTH CAROLINA -- This is my second stay at Rodeway Inn Florence, SC and I have been happy with both service and room. I travel between Florida and New Jersey so the location is great. It's not expensive or real fancy. Great beds, good price with lots of restaurants close by and they are always very nice to me. I would recommend it to others if they want big and fancy, just clean and nice.

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Inadvertently & Incorrectly Booked Room
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I was looking at a property and somehow I inadvertently booked the wrong date, 1 night room & rate. So I went back in and booked the correct 3 day stay and now I can't find anywhere to cancel the above??? Please cancel it asap!!!

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What a dump
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RUTHER GLEN, VIRGINIA -- What a dirty dump. Filthy. Stale cereal, charged my CC twice.

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Hotel Manager Didn't Care Neither Did Choice Hotels When I Complained
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HORN LAKE, MISSISSIPPI -- This is at the Sleep Inn (a Choice Hotel) in Horn Lake, MS. Room one #234, as we were unpacking I found a tick crawling up the wall over our bed. I got the tick and took it to the front desk and was asked if I wanted another room and I said yes. Room two #238, when we got to the room the new room key would not work so I went back to the front desk and he came to the room with a master key to open the door and said he needed to replace the batteries in the door lock.

When he returned I turned on the air conditioner and it didn't work, he asked if we wanted to move to another room and I said yes. Room three #125, as we crawled into bed we saw a roach crawling up the wall. I took several pictures of the roach and the overall condition of the room, which was very poor and returned to the front desk. I asked to see the manager and was told he was not there. I asked if he could call the manager for me and he said he would try but that he usually didn't answer. He called the manager, Sam, and he answered but would not speak to me but instead told the front desk to just refund my payment.

I asked at the front desk if they had a sister hotel nearby and he said no. I asked if he could find me another hotel and he said no. All this was happening at 11pm. Clearly this hotel and its manager do not care about you as a customer. We left and found another hotel close by that was very nice. Do yourself a favor and stay some place else. When we returned home from our trip I called Sleep Inn in Horn Lake, MS and was able to talk to the manager about our problems and he offered no apology. I told him I was going to call Choice Hotels Headquarters and report him and his only word was ok.

I then called Choice Hotels Headquarters and spoke with a supervisor named Stephanie and explained the whole ordeal to her and that I wanted to file a complaint about the hotel and its manager. She told that since the hotel manager had refunded my payment that there was nothing they could do and I could not file a complaint. I told her that I was sad to hear that, that her excuse just seemed like a cop out and that Choice Hotels customers and members apparently means very little to them. Don't count on Choice Hotels Headquarters to help you if you were refunded your payment. Pick another hotel chain that stands behind its customers and members.

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Don't Trust Their Mobile Website for Booking, or Them to Make It Right.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWPORT, OREGON -- Good for the price, however: Don't trust their mobile website for booking, and don't trust their corporate people to make it right.

I booked a stay for the following weekend, in February. I had paused in the middle and went back to complete booking, and I noticed that when it was done that it had reserved my stay for the current evening, which was totally wrong. I assumed that it was because I had paused in the middle, so I canceled the reservation, and then started to do it over again from scratch: I picked my dates, it showed me results, I picked out my rooms, and then completed the process. I don't check my email very often, so I didn't even think to look, and just trusted that the website did it correctly.

When I went in that weekend to check in, they couldn't find my reservation. I gave them my information and they looked it up and then told me that they marked my reservation as a no-show as it was for the weekend before (the day I booked the stay) and that I needed to call corporate to try to seek a resolution. She said that some others had the same issue. Luckily, she was able to get me the space I needed, and then honored the original rate.

I called Choice Hotels customer service to see what they would do about refunding the room that their website mistakenly booked me for, and they sent me to an escalations person who entered a case for me. He was impatient and rude and it was apparent that he had no idea was asking for. I got a letter about 5 days later saying that they researched it and there was nothing they would do, even though I had paid double for the same reservation.

I called and explained to someone, and she told me that the network engineers were able to pull screenshots of my reservation as it was being made and that there was no indication that there was a problem with their website, so I was at fault. She said that the date that I made the reservation was what it showed in the dates field. I seriously doubt that they have screenshots, but even if they did, how would they be able to see a JavaScript issue based on that alone?

I am so angry that this is the best that they could do and I swear to God I will never stay at a Choice Hotel chain again and I will spread this message to every single person I know for the rest of my life, as well as posting this review on as many review websites that I can. What a bunch of jerks. The staff at the Econo Lodge was very nice, however, and the value is good, assuming you don't experience the same thing as me and have to pay twice.

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Does Not Honor Their Promotions
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA -- I have been a Choice customer for many years. I have been signed up for their "Privilege" promotion numerous times to obtain free hotel stays when I have stayed for two paid nights. They have started to require their customers to re-sign up each time there is a new promotion by reading through endless "rules" and checking a box which does not appear on their phone app. When I contacted the company to report that I had not received my promotion nights they agreed to give me one night as a courtesy but no more.

After talking to three different people I find that they really don't care. This is a matter of honesty and integrity. They just didn't exhibit those things in my dealing with them. They will refuse to honor their promotion rewards over a technicality.

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Scam - Took Our Money and No Reservation When We Arrived
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ECONO LODGE NEAR CHIPPENHAM HOSPITAL, VIRGINIA -- Made a reservation 3 weeks ahead of the date of arrival and received a confirmation after they took the payment from credit card. Arrived at the hotel on the day of stay and there was no reservation. They said the ownership had changed and the new owner had no information of the reservation. Would NOT accept/honor the print out of the confirmation. Asked us to deal with Choice Hotels.

When we called Choice Hotels, they claim they have nothing to do with the issue and are redirecting us to the Manager of the hotel. The same manager who refused to honor the reservation in the first place. WHAT A SCAM - avoid Choice hotels. If they can advertise their name, collect $$ and give you a confirmation with their name on it - but then claim they have nothing to do with the whole transaction, it is a SCAM.

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Choice Hotels Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 54 ratings and
80 reviews & complaints.
Contact Information:
Choice Hotels
1 Choice Hotels Circle
Rockville, MD, 20850
800-300-8800 (ph)
701-852-8792 (fax)
www.choicehotels.com
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