Choice Hotels
Reviews and Complaints

Below you will find the email I have sent to Comfort Inn - Downtown Cleveland and my issue regarding this complaint

Hello,

We made reservations under Matthew Sutton - Confirmation # [protected] at the Downtown Cleveland, OH Comfort Inn from August 26th to August 28th for a wedding we attended in the area.

I am writing this email because I am VERY upset, before our arrival the morning of Friday August 26th my credit card was charged $200.29 for a nights stay and when I called to inquire about this charge I was told it was because the hotel was booked up for the weekend. I was not upset with this at all, totally understandable.

When we arrived that night and checked in my credit card was charged another $200.29 for the second night that we were staying, again I wasn't upset with this at all, I wanted to make sure our nights that we stayed at the hotel were paid in full.

Upon checking out of our room Sunday August 28th I made sure our room was clean and towels were put together in the bathroom and no trash was left around the room, I like to be respectful and make sure housekeeping does not have a mess to clean up after. Our room keys were turned in and we went home.

What I am upset with, Tuesday August 20th my credit card was charged another $357.38 for our stay which overdrafted my account by $150.00. So I had 2 pending charges of $200.29 and then 1 charge of $357.38 for a 2 night stay in your hotel for a total of $757.96. My bank has to still add the overdraft fees to my account for this with it being overdrafted $150.00

I contacted the Downtown Cleveland Comfort Inn this morning and spoke to a Jeff, I explained my situation and he told me his supervisor would call me ASAP at 7:15 am this morning when she got in for the day. When I did not receive a phone call by 8 am I called back, when I got on the phone with a supervisor (I dont remember her name I apologize) she immediately told me she didnt start making customer phone calls until 9 am, which is not what I was told earlier that morning. She knew my situation because there was a note left from Jeff about what was going on, she pulled up all the charges that were charged and in fact all of these charges were charged by the hotel but she proceeded to tell me that the 2 charges for the $200.29 were just pending and that it wasnt her problem that I needed to contact my bank. She also contradicted herself and stated that there should have only been a 15% charge on my account to hold this room for 2 nights due to them being booked for the weekend. When I tried to tell her that my account has been overdrawn and I have 0 money in my account because of this she did not care and said it was an issue with my bank.

I then called Choice Hotels Customer care and there is an active report on this whole situation and I was told that this will be looked into and I will receive a phone call back.

My frustration is unbelievable at this point, I contacted my bank and they stated there is nothing they can do because even though the 2 - $200.29 charges were pending they are all still taking all the monies of $757.96 out of my account until they clear, therefore causing the overdraft of $150.00 and then overdraft fees will then follow on my account.

I have a family to support, a job and other bills I am required to pay at this point and I cannot because of my credit card being charged $757.96 and being in overdraft!

I will contact anyone I need too at this point to get this resolved whether it be the local media stations ie: the local news, radio stations, The Better Business Bureau, whoever I need too! Someone's card should not be charged that amount of money for a 2 night stay at a hotel at one time! Pending charges or not, this is totally UNACCCEPTABLE!

Thank you,

Cecilia Karaffa

Reserved a room through expedia, photos online looked nice and clean etc. Show up at the hotel and its in the most ghetto, industrial, dark, crime ridden neighborhood in denver. Graffiti on the walls in the parking lot, a train behind the hotel.. Sketchy.. 100% sketchy! They are selling $5 cans of beer in the lobby without a liquor license in view, both rooms they put me in smelled like smoke so bad! One had awful stains on the curtains and was gross! I checked out and begged for a refund or at least refund me one of the 2 days I had paid for. Zero customer service or any type of anything! So I got my things, called a cab and got a room at the hilton in cherry creek... 100% on point! Clean, well light, safe, friendly employees! Disputed the charge and still have not heard a word from choice hotels in 2+weeks..

It should be called last choice hotels

I have been on the phone with customer service for hours now! Going back and forth i have asked to speak to a supervisor 3 times and keep being passed to different employees! They ramble on about point systems but why advertise it free and it not be. This is absolutely the worst experience with a hotel i have EVER had. Rick is who i am speakibg to now and he keeps putting me on hold when i ask to speak to someone else and mind you he has a attitude. Not a good impression. EXTREMELY BAD CUSTOMER SERVICE! They did not accommodate me at all for this. I would have never booked with them in the first place if this is what i get in return for being a so they say “loyal member”. I suggest spend your money on a nicer hotel with better customer service that doesnt argue with you back and forth!

I have contacted the merchant. I have also contacted the guest relations of choice hotels concerning the theft of $200 from my room on 9-17-2021 by housekeeping.
A police report was filed with officer ben garrett of the athens, ala police dept. (case # 2102919)
Choice hotels guest relations advised me to report their member hotel (quality inn - al325) to the better business bureau for permitting housekeeping to enter my room when I was not in the room in order to search my personal belongings and find two $100 bills ($200) which was stolen.

I did file a better business bureau complaint... And the merchant never responded at all, after 2 letters were mailed to them.

I made an online reservation at www.choicehotels.com and the booking confirmation # is 45258927 for one night, thursday night september 16, 2021 and on friday morning we woke up and left the room at 9:30 am to walk direct to the hotel lobby for the complimentary breakfast, juice, and coffee.

The "check-out" time for us to turn in our room keys was not until 11:00 am

Our intent was simply to have coffee and breakfast within 20 minutes, check out of our room (#104)
And turn in our keys before 10:00 am. There was no desk clerk in the lobby anywhere nor was anyone assisting motel guests with the breakfast.

We returned to the room at 9:55 am and opened the door with our room key. The first thing we noticed was a very strong oder which smelled like gasoline, or insect spray which had been applied while we were at the breakfast. The second thing which was very obvious, was the trash baskets in our room had been emptied, and a fresh plastic trash bag had been replaced in the trash baskets.

My wife said, "someone has been in our room!" and she went directly to her purse which was still
Sitting on top of the bed beside our packed suitcase. She looked inside her purse and discovered that the two $100 bills we had brought with us for travelling expenses had been stolen from her purse. They were in her purse when we went to sleep on thursday night, we checked right before sleeping.

We both returned to the hotel lobby and only then was anyone behind the front desk. We explained to the desk clerk, "rita patel" that during the 25 minutes we were here for breakfast, someone went into our room and stole $200. Rita explained that the housekeeper, who had starting to clean our room had a "family emergency" and had quickly left her job and left the hotel property to take care of this "emergency", and when the housekeeper returned, rita patel promised us that she would ask her if she had taken $200 from my wife's purse.

We were ready to continue on with our weekend trip, so we called the athens, alabama police department at 9:57 am. Officer ben garrett arrived within 7 minutes, and the housekeeper still had not gotten back to the hotel after leaving for the "emergency matter" she had to take care of.

When the housekeeper did finally return, in the presence of officer garrett, we asked the housekeeper why she had entered our room before we had checked out. She responded, "your room door had been left open and I went in"

My wife and I immediately disagreed with her and said, "we are certain we closed it behind us when we left for breakfast".

The housekeeper then changed her response and said, "oh, I had a master key and opened it myself" but she denied taking the $200 from the purse which was in plain sight on top of the bed!

The athens, ala police department case id # is 2102919

An investigator from the police department, mr jarred smith did a followup investigation and conted the general manager of the hotel, mr kal pesh patel and the desk clerk, rita patel

I have filed a complaint with the corporation "choice hotels, innt" where we originally made this room reservation, complaint # [protected] and have spoken with guest relations by phone 6 or 7 times. They totally ignore me and say there is "nothing that can be done" and they will not even try!

I would certainly appreciate choice hotels to take an interest in customer complaints instead of simply saying "there is nothing we can do!"

Room smelt of cigarette smoke when we arrived. Noticed cigarette butts right outside the sliding door to outside. Room was a non smoking room and no smoking sign outside. Also dirt on the floor by the door. Asked the receptionist to resolve the issue and the response I received was not helpful: "I'll tell the manager". Will not be staying in any hotel with Choice Hotels again after this experience.

I recently booked a stay at the Quality inn, my first impression was it was disgusting, the office space was blocked off due to covid. It was dirty and looking inside looked very disorganized. As I checked into my room, the area outside was filled with safety hazards, branches, and rocks all around. As I went into my room, I was overwhelmed, there were bugs on the floor, spiderwebs, and the smell was disgusting. After sleeping a few hours, the toilet overflowed, a window above the door was broken, the smoke alarm was missing and the wifi was not working. The tv was broken, when the manager came to the room, I informed him that the leg on the desk was broken, he simply stated he had no one to fix it and to leave it. The air conditioning stopped. There was no breakfast or even food service due to covid. The price of the room was $141 this was outrageous based on the condition of the room. I will be hesitant to stay in your hotels in the future. I realize they are owned independently, but this place has given your company a bad name. It was beyond belief, there were stains on the ways, and the sheets on the bed were stained, cigarette holes in blankets and pillows for kids. Thank you for allowing me to express myself

The choice hotel location in firestone, co is involved in fraud. They had a guru set up the system to steal the money in the background - it's working great! (I am an employee) however, the guests have caught on and all hell is about to break loose! We say we hold 50, but they sneak 100.00...
Oops! "fat fingering" the servers always gets you in trouble. They play stupid like they have no idea what's going on. The doors will close once the state ag gets wind of it. The incidentals take 3 to 6 weeks to be returned - smelling fishy yet? This is a tactic done on purpose to hope you forget :) and then the money is theirs. Miss "fat finger" and the group should be locked up! I am two seconds from quitting and filing unemployment - I will not steal from my (our) guests! Disgusting policy! I should not have to tolerate this. Sad! I loved my job until this [censored] happened.

Omgggg what a nasty, disgusting trifling place this is! If it wasn't too late to find another hotel, I would not have checked in. This is what we had to deal with-$278. For 3 nights. First, I had to clean bathroom to at least usable because no staff was there (or so I was told); while my husband had to kill flies and plug mouse hole. This is an abomination and it needs to be imploded and rebuilt - from scratch! These pics don't do it justice-it was a nightmare. We had to come back home for sheets/pillowcases and towels. The staff are very rude and couldn't be bothered. I had to actually go over to laundry and demand clean (if that's clean hate to see dirty) linen and towels. All I have to say is never, ever again. Usually, I don't pay too much attention to reviews. Well they tried to tell me. Burn me once... Not only that but yesterday, the cleaning man used key to try to get in room - said he thought I was leaving. I had to shout at him that I did not check out until today 9/16/2020. No apology whatsoever. Such filthiness and smoke filled rooms/smells like animals and weed/cigarettes. I am appalled at the staff's unprofessional behavior, including the rudeness of manager/girl who checks people in (sunday 9/13/2020) @ 4:30p.

I've stayed at the same hotel for over 20 years, varied experiences, now theyve become a "Choice Hotel". Talk about going down the toilet! Speaking of toilets, they overflow, and their response? Here's a plunger, fix it yourself. Leave me alone. Our maintenance won't be here until next week. This, after booking on their site for a confirmed price, guaranteed with credit card, and then on arrival they upped the price, take it or leave it. When I refused to stay in a room with feces on the floor, they sent me into an occupied room. And to top it off, I'm handicapped and had a lot of things to move since I was staying multiple nights, but it's "move yourself, we don't help". Room stunk. When I complained, nothing. Complained to Choice Hotels, "come back and stay with us again sometime" was the response. Oh, and you can't unsubscribe from their spam. So your inbox gets filled. Again, no customer service. Horrible place. Avoid them for your own sake.

On 10 4 my boyfriend and I rented a room for his birthday in cave city ky. were from shepherdsville ky and wanted to get away, when we got to the room there were zero towels 1 washrag was the only linens in the room only 1 pillow on the bed. The room was filthy but after driving all the way here we couldn't drive home because my boyfriend gets up at 2 am to go to work and he was very tired. The couch is filthy, there are several dead cockroaches in the fridge, huge stains on the carpet. So I have about 3 hours worth of work to do on my computer and the wifi signal is way to weak to reach my room . I went to the desk to address the issue and my tablet and phone connected immeaditly. So I went back to the room and lost signal right away. I couldn't sleep because I'm very creeped out by the hundreds of cock roaches so I decided to set in the lobby to get my work done and the desk person said ( these are his exact words) I can't have you loitering down here . So not only is this hotel nasty, infested with cock roaches, don't have adequate wifi signal, no linens in the room but the desk person was very rude and in apologetic. This is unacceptable and a very bad way go do business. I will be contacting the better business bureau, health dept, social media so that other customers don't have their week end ruined as well. I feel like econo lodge don't care anything about their guests . We have stayed at choice hotels many many times and it's always been a nice stay. But as I set at McDonald's to get my workm done for 4 hours I became more and more upset. I just can't believe they would treat us this way