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.
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.
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.
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 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.
ARIZONA -- This company and their promotions are empty marketing ploys. Their customer service is deplorable with representatives openly aggressive and rude. Do not fall for their advertising which states that 2 night stays in one of their participating hotel/motel will get you a free night stay. I have been a member with them for many years but stopped bothering with them a few years ago. I had forgotten why.
I booked a room with a Comfort Inn this month and was told to use my membership to get a free night. We stayed at their hotels for three nights but the first night was the day before the promotion started. I went online and did not see our stays listed so I called them to discuss the issue and the promotion. They stated that the nights would not count unless you book the nights online or through their representatives. In addition, I had to register before the staying at the hotels for this promotion and I was not registered by their representative when I called the first time. It does not count if you walk into the hotel/motel and rent a night from the front desk. Are you kidding me?
When you are traveling you do not always now where you will be stopping for the night. In addition, my name was hyphenated when I got married. I told them to change my name and they refused without my sending a copy of my marriage certificate. Really?????!!!!!! My major business credit cards didn't ask me to see that. Their song and dance is that they are protecting me. Oh sure............. with those big promotions you have. I told them I wanted to talk to a supervisor because I am surely not sending my marriage certificate. Now the fun began.
I got a string of rude representatives and was told a supervisor wouldn't call back for 2 days. I cancelled my account and requested a letter stating it was cancelled. You would have thought I asked for this representative's first born child. Do yourself a favor and do not do business with this company. I am not sure where they are from and what they are about.... but they are certainly not about catering to their customers and using policies and promotions that are not deceptive. In the end the $80-100 for the free night might cost you exceedingly more.
CORPORATE OFFICE, AZ/ WISCONSIN DELLS ECONOLODGE H, ARIZONA -- Room #251 in the Econolodge, Wisconsin Dells has bedbugs. Even after taking some of the bedbugs up to the front desk and immediately packing up to depart the disgusting hotel, the manager will not issue a full refund of our room charges. I have spoken to Choice Hotels Guest Relations three times now. I was told that the owners of the hotel property would be calling me within the next 72 hours. It's been a week -- no phone call or message from them.
I cannot believe that Choice Hotels has no say in resolving this dispute. Choice, as well as the owners of the filthy property, should be ashamed and embarrassed to subject hotel guests to sleeping with bedbugs! They should have immediately reversed the charges on my credit card, and even tried to go above and beyond that to satisfy a disgusted and horrified guest, who had to disinfect luggage and take our clothes to a laundromat to keep the creepy-crawlies from entering our home.
The bottom line is this: the owners are in denial. They claim to have checked the room and have given it the "all clear." I bet they didn't use a professional inspector -- they probably told some poor maid to go check. They couldn't care less, as long as the money for the room keeps coming in. The General Manager still expects us to pay $50% of our room charge to sleep in a room with bedbugs! ABSURD! I won't pay a dime to be subjected to sleeping with bedbugs crawling on me at 5:00 am!
Would you PAY ANYTHING to sleep in a bed with bedbugs?!? Show me the professional's inspection papers that say, "no bedbugs present." I captured several bedbugs, took them to the desk as proof, and I bet that the manager or owners never saw them. I went home and researched 'bedbugs.' It certainly WAS bedbugs!
Can't get this dispute resolved to my satisfaction through the hotel management or Choice Hotels. Nobody really cares at this company. Choice doesn't care that this hotel is overrun with filth and bugs. The owners don't believe that they have bedbugs. BEWARE to anybody seeking a decent hotel! Stay away from Choice Hotels at all costs, unless you have stayed at a particular hotel before. What a disgrace! Worst hotel experience of our lives! Best Western, Wyndham, Marriott, Club Carlson, and Hilton here we come! Ya get what ya pay for....... and more (bedbugs!)
FAIRFIELD, NEW JERSEY -- Because of a funeral for a close relative, I made reservations for 3 rooms and recommended to other relatives your Comfort Inn in Fairfield, NJ as a place to stay, since we were all from out of the area. Your rooms were apparently recently renovated and were basically clean and overall comfortable, however there were other annoyances that just seemed to not be correctable by the staff. This also included a language barrier since it seemed that the entire staff were not too conversant in the English language and sometime it was very difficult to get them to understand.
In any event, one of the rooms did not have regular coffee or cups available to make coffee (although this is advertised as one of the amenities). The party in this room (which happened to be the widow of the deceased) notified the front desk at least twice during the 4 days they were in this room, but the situation was never corrected.
(According to the card in the room, this action alone would warrant a free stay, but we never asked for it since that was not our desire, we merely expected that corrective action would be taken as is done with most other hotel chains).
Also one of the rooms had a comment card for the guests to fill out, but upon opening this card, it was found that other guests had commented back on November 25, 2004 (again our stay was February 16, 2005 onward). I only presume that guest complaints are not taken seriously or important enough and usually are ignored. What is the purpose of these cards? The TV Guide in my room was for January 23-29. We used the room February 16 onward. One of the other rooms had a TV guide for around February 3 or so.
The mattresses on the beds were extremely hard and rather uncomfortable. We had to get a foam pad for the top of the mattress for my elderly Mother in law.
Used towels were removed from the rooms, which was fine, but they were not replaced. My room had a bottle of shampoo for the guests, but the bottles seal had been broken, so apparently this was never replaced. Used soap was removed every day and new soap replaced. If the hotel wants to save money, why don't the leave the used soap in the guest's room for the duration of their stay, unless it needs to be replaced as is done by most hotel chains.
My room key was deactivated on 2 occasions. When I asked why this would happen, I was told in broken English that I was too far away. To this day I cannot figure out what this means. Was my question misunderstood, even though I asked it a couple of times, or was this actually the thinking of the individual at the front desk. The deactivation of the room key also happened to others in our party on a couple of occasions. Is there any real explanation for this? I have never had this happen before with the other hotel chains that we have used, including former business travel.
Speaking of the front desk, on one of my visits to it, one of the 2 individuals tending the front desk station, had his head down on the desk sleeping.
The breakfast room was another situation. One day I went to get orange juice only to find out that it was empty. There was no apparent attendant available to advise. The following day, I again went to get orange juice and much to my surprise, Apple juice came out of the juice dispenser. This day there did seem to be an attendant wiping down the counter, but she was rather busy conversing in a non-English language with some apparent friends who stopped by for breakfast. I doubt that they were hotel guests.
On another occasion, one of the parties that I recommended the hotel to, tried to check in a couple of hours early, before they were to go to the funeral home, but were told that early check-in would cost an additional $10.00 (U.S. Dollars). Is this standard for all Choice Hotels? I have never run into this with other hotel chains, and never had a problem checking in early provide my room was available. Presumably the room was ready and available, since they wanted to charge the $10.00.
Other annoyances, include using dry cleaning bags to line the waste baskets (or not line them at all). One room had a broken suitcase stand that could not be used.
On the day we were to check out, but before we had checked out (this was around 9:30 am) we were visiting another room and upon returning to our room, found that beds had already been stripped, towels taken, etc. I could't believe this as a final insult before we leave. Every other hotel I have stayed at over the past 40-45 years, never start preparing a room or stripping it before the guest has checked out.
All in all, I will never recommend to anyone to stay at Choice hotels. This was not a vacation stay, and all we were asking for were basic accommodations, but it seems that a lot of things need to be improved at this location. I am not communicating directly with this hotel, since it is obvious that attention would not be paid to my comments. I would certainly appreciate the courtesy of a response and explanation as to some of my questions.
RALEIGH, NORTH CAROLINA -- One would think that if you made a reservation with the Choice Privileges Member Reservation line that the Choice corporate offices would have on an ongoing basis checked to see if their hotels were up to par. I stayed at Econo Lodge West for a length of time on and off. With my last visit I was in a room first that a pipe burst and my clothes and belongings were soaked. I washed them and was switched to another room. Then another room a suite. I was bit about 75 times by something which turned out to be bedbugs. I was still trying to get along--I was switched temporarily to another rm in which I was bit again.
The onsite owner/manager does not speak English so he evidently did not understand that bombing the room and spraying my belongings with the store bought insecticide would not kill the bedbugs. I went back into the room did not even sleep on the bed and I was bitten many times on the sofa. I have had chemotherapy so I have a port in my chest. The bedbugs loved to suck there since it was a convenient blood source. Again I was moved--into a room next door that was an office for a security company and a maintenance service.
Very interesting setup in a hotel. I did not want to take the bugs to another hotel so I moved my body and my work into the office that had portable heaters (the unit in the wall blew the breakers), and no bed. I waited over a week for the hotel to treat the room that I was in. No response. Then I said that I called Choice Hotels. The hotel called the police and told them that I called Choice Hotels on them. How dumb is that. The hotel wanted the police officer to tell me that I have to leave the next day. That is a total waste of taxpayers money. It is like calling 911 because your fast food order was not correct.
I left the next day but I took several pictures of what was in the OFFICE. How funky is that a maintenance service, security service out of a hotel room. Do the Korean people operate the other businesses. Who is to say. But upon checking and after I called the health dept and inspections. I found out the hotel has been operated for almost two years without a lodging permit and a privilege license. The deception is ONE would think that Choice International would care about that issue. Since they too have collected money from a hotel that did not have a permit.
I have over 1200.00 in medical bills, my piece of my luggage was thrown out, my other property is still there untreated, they billed me for 9 days in a room that I was not in and did not even put THE OFFICE on the bill. Yet Choice corporate office does not feel as if they have any obligation to treat me like a valuable consumer. Their response was that Choice International is like a reservation center they do not own nor operate any hotels. Each is a franchise and they handle their own issues.
I called Choice International to make a reservation. My incorrect folio is posted under my choice privileges rewards number incorrectly, the hotel now because of me has a transitional lodging permit, no health grade has a few months to come up to code. Yet Choice corporate still lets them operate as usual...taking reservations. The health dept. told me that they shut down six rooms prior to me calling for bed bugs. One above my room. Yet the hotel does not feel obligated to reimburse me for my losses or better yet give me every dime back that I paid to them because guess what they did not have the most important documents needed to collect any money as a hotel.
I am very disappointed in Choice Hotel International. Usually large chains franchised or not would responsibly address the issue. I have emailed all of the executives about the issue --no response. What a wonderful company. You are on your own when staying at a Choice Hotel. Econolodge West, Raleigh, NC is not alone but the main problem is that the manager is from Guatemala, speaks English but in my opinion does not fully understand it yet he is the one that speaks to the onsite owners that do not speak English. They speak Korean. In America things are done a certain way. One does not ignore bedbugs. And secondly abide by the law. I am very disappointed.
EDISON, NEW JERSEY -- I have had their service for 4 months with horrible experiences. The air conditioning went out after 3 days and they could not find a repair co. I live 10 miles from Fresno, CA., one million people. I found a company to fix the A/C. It took them two months to repay me. Three weeks later the A/C went out again. The same company fixed it. Have not been repaid in 3 months. Water leaks in laundry room reported and 3 days later they still could not get a repair company to fix it. I found one online in 10 minutes. They denied the claim. I had a water pipe broken and they said it was not covered. They are the worst company I have ever done business with.