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 know 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.
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.
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 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.