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.
Booked 3 rooms after signing up to be member so it was member price. As they advertised they had the best price guarantee, so much for that. Found price $15.00 cheaper on Hotels website. I filled out the paperwork for the "Best Price Guarantee".
Rather than helping me and getting me the same lowest price I found on another website, I was told I would have to cancel and rebook not as a member of their club, but as any non-member and then submit form of the other company and their advertised price.
My thought was then I will just cancel and go with the other company, and I did. What a run-around and waste of time. Can we say FALSE ADVERTISING!!! I was super disappointed and now I will not use them again for booking for any of my trips.
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.
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."
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.
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.
DENVER, COLORADO -- I booked a hotel for a Tuesday night and when I called to check my reservations for the hotel they did not have me booked. It turns out Choice Hotels had booked me for Monday night and I had been charged for it but was never there. When I called to talk to Choice Hotels on the phone to resolve the issue they had me on hold for over an hour and then told me they could not help me and that they would have to talk to the IT guy to see if it was the computer system's fault or my own fault and they would get back to me in 7 business days.
When I asked what I was supposed to do for my hotel that night they said I would just have to pay for another room and they don't know if or when I would be refunded for the stay THEY booked wrong. I am very displeased with their customer service and the way they handled the call. They did not care that it was causing too many issues and they did not care they had messed up. I would recommend not booking a hotel through them!