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!
LAS VEGAS, NEVADA -- I took out a 6-year warranty. Stove was out of commission for 8 weeks over Christmas and Thanksgiving with Choice Home Warranty sending three different companies to look at it. They told me they had to order the part but when I called the company direct they said they could get me the part in two days. Washing machine was looked at right away but before new pump was installed the company doing the repairs told me they would not do anything for CHW anymore as they didn't pay their bills. Dishwasher was out of commission for 6 weeks with two different companies looking at it.
CHW tried to get me to take a non-stainless steel washer in exchange. When I refused they said I had no choice. Only when I sent them a picture of their advertising with stainless steel appliances did the finally, six weeks later, put in a new motherboard. Only one company worked on air conditioner. First attempt, repairman admitted, might not do it. It didn't. Second visit repairman put in a new control board. AC then works fine. I will never buy another Home Warranty. I'll pay for repairs and get them done in a timely manner in the future without arguments.
TEXAS -- I have been a Choice Rewards member for about 10 years, and like a multitude of reviewers I have in recent years noticed the flippant attitude and/or inaptitude of Choice representatives that I have contacted when needing assistance. Most recently on August 8, 2014 I made a 3-night reservation for a room at the Comfort Inn hotel in Cedar Park, Texas between 9-12 November, 2014. Being a member of several hotel reward programs, I was used to receiving a confirmation just minutes after my reservation was accepted. But this time nothing was received.
On August 9 I emailed Choice Customer Service about not receiving a confirmation. In contrast to Choice's pledge to reply within 72 hours, I was obliged to email them several more times before receiving a response many weeks later that Choice was sending a confirmation. It never came. Between August 9 and October 15 I sent 6 email requests to Choice. As in the case of Choice's first response the next two promised to send the confirmation at once but this didn't happen. The last two email requests were emailed to the head manager of Choice Customer Service but he or she did not deigned to reply.
ATLANTA, GEORGIA -- We have been trying to use our Choice Privileges card for years and we never receive the promotions. We travel at least 3 times a month and have had issues that explained the mistakes with our account being changed by numbers added to it, our address was slightly off and even my last name was misspelled on a card they sent me so it didn't match the reservation!
The hotels don't always put the number in to the system if they think you are getting too good of a rate for the night. I have called customer service to correct all the mistakes regularly and they do recognize that we stayed the correct amount of nights and should receive the benefit but they tell us to call back in a week because the accounts are crossed or some other excuse. I try to deal with this every once in awhile just to see if we EVER will get any benefit from this card and it is laughable what they come up with. Don't expect them to make it work for you either!
They run false ads. Currently they have a summer program advertised on TV that states if you stay two stays you receive a $50 gift card. The ad shows a woman and her husband enjoying dinner with their gift card and saying "I stayed one time and my husband stayed another and now we are enjoying dinner with our gift card." In fact this cannot happen. It turns out the SAME person must have two stays, not the wife one and her husband one.
In fact if you both stay and use one's Privilege card, but the other's credit card to pay for the room that doesn't count. They find any loophole to avoid honoring the promotion. And the woman at customer relations hung up on me. Pure false advertising. Do not fall for these promotions. And the hotels are not that nice anyway.
CHARLOTTE -- I contacted customer service because I was missing points from a recent stay. They are such IDIOTS that they TOOK AWAY points that were ALREADY POSTED on my account. They said because it was my name instead of my husband's. BUT when you check into a Hotel at 11 at night and hand them the Rewards Card-- they should put my husband's name on the bill. BUT I DID have THOSE points from months ago. They took it away and their customer service makes you hold on for forever and DOESN'T TRY to help YOU. I AM SO DONE with CHOICE-- NOT WORTH IT AT ALL.....
ALBUQUERQUE, NEW MEXICO -- We joined the club at the Comfort Inn in Alburquerque in 2012. We ended up staying 12 nights in a row there. The manager thought that for sure we would get some nights free....not so.
The hotel was great so we "Wrote it off" and went on our merry way spending another 2 nights on the way back to Michigan. Since that time we have stayed another 12 nights in 2013..... and we have a total of 27000 points. We are out of Michigan and were thinking about 3 days here in a place called Birchrun. Know how many "Free" nights we can get after staying more than 24 nights with this program??? One (1), uno..... Oh well, if you want a good program go with Marriott.... that's our cut at this.
We honestly do like Comfort Inns.... it's just the Choice Hotels thing that needs fixing. We have been told by several managers at the places we stayed that something isn't correct.... people should be getting getting a free night after 3-5 nights. As for the guy getting all the free nights..... must be getting some from those of us writing on this blog!!! Happy 2014!!!!
I was pleased to hear that if you stayed at a Choice Hotel for two nights, you could get the third night free. What a scam!!! We stayed two nights in different locations and when I tried to get the third night free in a different location, I was told that I had to book the hotel from a computer. We were traveling and I don't have a portable computer nor an electronic device that would qualify. The person with whom I dealt was rude, surly, and downright nasty. I will not stay in another Choice Hotel site. I feel that I am entitled to a free night because I qualified - but that is not likely to happen.
For the last 5 years we have used Choice Privileges in hopes to earn points towards free stay. For the last couple of weeks my wife has handled the check in, while I unloaded the luggage. Last night the hotel clerk had trouble adding our Choice Privileges points and asked us to call customer service. After talking to two different agents, one supposedly a manager, we were informed by Choice Privileges, they would not credit us any points because my wife's name and credit card was used on the check in (even though our credit cards are tied into the same account and our last name is the same.)
From now on, we will use our Choice Privilege card only to identify those hotels at which we will NOT be staying. Their refusal to honor us with a few measly points will cost them hundreds of future stays at their low end hotels.
CHARLESTON, WEST VIRGINIA -- I booked a Sleep Inn and I typically don't stay at Choice Hotels and I never will again... is this common place?? I did not realize that my room was a PRE-paid room... it did not specify it was at booking but my cc has already been charged and I had to cancel due to a change in travel plans and I see that I might have to wait 28 days to get a credit. This is absurd. I have never had a room charged to my CC unless I specified a Pre-pay and no cancellation prior to even staying at the hotel. This just seems WRONG to me...
They can take my money even before or if I am NOT staying and take a month to get it back to me. Wrong is not the word I would like to use!!