Choice Hotels
Reviews and Complaints

Reservation # [protected]
I call the hotel front desk the evening that I checked out because I had left a new container of hand cream that I had just purchased in the room. The front desk clerk (Dena) said she would check to see if it had been turned in and call me back. I had to call the next morning and check again and spoke with (Maria) she said she would check and get back with me. Neither clerks called so we we went to the hotel to speak to the clerk in person and they both said that the housecleaning people must have thrown it away. I then called the customer support line and spoke the a man that said your company policy is not to discard item found in the rooms but to hold them in case the customer calls back for them and that he would have the hotel look at camera to see if housekeeping did have the item or throw it away.
I have not been contacted by anyone from Quality inn & Suites.

We really appreciate your input! Please provide as much detail as possible

I am on your site to make a complaint for a friend regarding a stay going on currently. After finding I cannot do that since your wanting feedback on your site as well every time I have tried to click on a link it says its not available. Not only us it frustrating but between that and my friend currently staying in a room infested with roaches at your Rodeway Inn located at 2041 Freemont Street, in Monterey Ca. That she is STILL BEING MADE TO PAY FOR and being told she is being given a "deal" by only being charged 60$ instead of more which is complete insanity but she has run out of funds and doesn't want to complain but is in her room sick and hardly moving without food still trying to figure out the last 20$ the guy "Sid" at the hotel wants her to still pay after being there for 4 days with ROACHES and being charged over 100$! YOUR COMPANY IS INSANE ! She has NO FOOD after having to throw everything out due to roaches and so now you have a sick guest, broke and starving in a room with roaches. Will you do ANYTHING?

Her name is Krystine Cattaneo and is at 2041 North Freemont, Monterey, .Ca 93940 The number there is [protected]. She is in room 109. I know she doesn't know where to go and hasn't the money or energy to move but AT LEAST should receive a FULL REFUND for her stay and be allowed to stay for free unroll the 3rd when she goes back home. Maybe then she can afford food! I PRAY you will do something since I know she won't complain due to not feeling well PROBABLY FROM THE ROACHES AND SPRAY USED TO RID THE ROOM OF THEM.
A VERY DISAPPOINTED, DISGUSTED, AND DISTURBED Friend of a "guest" being treated like nothing in a hotel YOU CLAIM TO REPRESENT. IF YOU DONT DO SOMETHING ILL GET THE WORD OUT ABOUT THIS AND SEVERAL OTHER OF YOUR DISGUSTING PROPERTIES.

Room was smelling bad, we ask service not to spray any air freshener ! Felt like they spraying too much air freshener to cover room smell ! Ac grill was broken when try to turn on heat grill fall down under grill going some look like mold or fungus could not make it out but every time turning on heat we can feel on air and bad smells coming from heat had to leave it only on fan in cold weather
In bathroom at wash brain found bugs several time took video show it to desk clerk also shown all pictures to two different desk clerk did not get much response! Second person said he will leave note on that ! Also toilet had rusted spots on bottom, refrigerator door bottom all was dirty and rusted, hinges on refrigerator was rusted, door frame had rust and paint was peeling off, floor in lobby looks like never clean, garbage can by elevator was full for three days never been cleaned out, this place was health hazard if stayed longer, if possible like to get refund for this type of stay which created unhealthy environment for me and my family ! My contact info is [protected]@skaps.com

During our recent Christmas vacation we travelled from our home in Florida to the northeast.in Pennsylvania we stayed 2 nights at the Quality Inn in Media, PA on 12/18 and 12/20. When I checked on my credit card charges I discovered that I was billed for 3 nights (not 2). On 12/25 I called the hotel and they said they would remove the incorrect charge but as of today, 12/30, that has not happened. When heading back to Florida on 12/27 we stayed at another Quality Inn in White, GA. and woke up to find our bathroom counter completely covered with ants! Needless to say our Christmas stays at Quality Inn's was NOT a very good experience.
I would think that some type of refund should be forthcoming.
David F Connell, 11584 SW 139th St, Dunnellon, FL [protected])
[protected]@embarqmail.com

Name: David Halpern
Confirmation Number: [protected]
Reservation Status: Reserved
Check In: Wednesday, Dec 20, 2017 (3:00 PM)
Check Out: Thursday, Dec 21, 2017 (11:00 AM)
Number of Rooms: 1

This room was totally unacceptable. Please see attached photos of mold, dirt and mildew in the bathroom!
The floor was filthy and had rust on the door moldings. We had to line the floor with towels just to be able to walk on it.

Hello,

I'm writing in about the Quality Inn located in Willcox Arizona, property code AZ361.
Their "Assistant Manager", Shayne Boyce, is currently living on Site in on of the rooms with his wife. They have been staying there for months while "helping" with renovations. The property recently reopened and they are still living there after it has reopened to the public.
He jokes to guest to call him if they need anything as he is always around since he lives on site, but tells them to not say anything because he's not suppose to be there still. He also openly talks down to the other employees in front of guest if they have made a mistake, which is quite unprofessional.

I was harassed by a random drug addict trespasser last night 3 separate times, one in which he thought I was alone followed me to my room and knocked on my door at 3:15AM, I complained to front desk and they stated he doesn't have a room there. She escorted him off property only after terrifying me and allowing me up all night with no sleep. And then to follow that, the Janitor was fixing pipes and doing welding construction at 430 AM next door to my room, and There was banging of pipes until morning and I was to be up at 6 for work. I complained to Owner Kinnar, he stated its not his problem, no refund no discount if i was scared I should have contacted law enforcement, only problem is there wasnt a hotel phone in room, his Assistant Mng asked me a question, I simply asked I'm sorry ? I didn't understand your question. He replies, you talk Ghetto but don't understand English Indian accent. They didn't allow me to even inform them of anything, or my safety concern, and they walked away and shut door on me.

I could cry. I didn't even get to sleep, all I'm asking for is the 55$ refund to my mother whom spent her last to put me into that room.

On 28th of October, around 7.25 am, the door of my room suddenly opened. I was woken up by the sound of metal as the latch had been latched and when the door was opened, it made a loud sound.
I went to check and saw that the lock on the door had been unlocked and the latch was pushed out like when someone had opened the door with it on.
I called reception to ask what was going on. A female staff answered the phone. She first told me it was housekeeping checking if I'd checked out - I had extended the stay and was originally due to check out that day. She said they sometimes check early to get an early start on the cleaning.
I questioned why they didn't knock and ensure that there wasn't one which is highly likely given that it was 7.25 am on a saturday. She then started changing her story. She said she has been there all morning and there was 'literally no one' there. She also said housekeeping only comes at 10am.
When I pressed for an explanation, she started repeating, 'what compensation do you want' over and over. I kept asking for an explanation but she just kept saying that like some deranged robot. I finally told her to find out what happened and get back to me.
She didn't. I was really sick those few days and I was resting after being rudely awaken. Anyway, I called down to reception again around 2.30 pm after not hearing anything.
This time an indian woman answered. She was really rude from the start. She started talking really fast when I explained the reason for my call saying that the maintenance guy had knocked as there was a leak upstairs and he was 'scared' I'd be 'upset' to see the bathroom floor wet. She kept going on and insisting that no one had entered - something I'd never said happened. I tried to explain that I know that no one had entered, I hadn't said that, rather that someone opened the door and I hadn't heard knocking. She wasn't happy that I'd interjected and very rudely told me to stop talking and stop interrupting her. I asked to speak to the manager and she replied that she was the manager.
She insisted that maintenance merely knocked and when I insisted the door had been opened and I hadn't been awoken by knocks but by the door hitting the latch, she started aggressively shouting at me that I was 'making things up' and 'imaging things'.
I asked, look, if n one opened the door, then why is it unlocked and the latch pushed out? She answered me rudely, 'how would I know? Maybe there is someone in the room.'
Her tone and behaviour was not only rude, it was antagonistic and aggressive. I knew there was no point talking to her so I said ok and hung up.
Some questions I have:
1. If it was maintenance, why wasn't I told that to begin with?
2. I understand from a holiday inn manager that if it had indeed been a leak, that was not the way it would have been handled and they would have called and the guy would have knocked and shouted maintenance at least 4 times. I heard nothing.
3. It is strange that the story kept changing, house keeping, no one, maintenance. Which was it? What were they even doing there at 7.25 am anyway? Besides housekeeping starts at 10 - I'm guessing that's why they changed the story to maintenance instead?
4. I wondered if I'd forgotten to lock and latch the door. However, if you look at the photos, you will notice that the latch is on at an angle that would not have allowed me to go out or back in if that had been the case - it would have been left as it was when I'd left and returned the day before.
5. What kind of staff does choice hotels have? What kind of manager shouts and behaves so aggressively and rudely to a customer?
6. I have serious doubts about this hotel. Although my do not disturb sign was left on and I told reception as well as housekeeping directly I do not want cleaning, do not come in, I experienced a few occasions when they knocked and I was still in the room and I told them I didn't want cleaning. I am curious as to what their intentions were when the do not disturb sign was clearly displayed. I checked with reception after the first time and was told they'd it in the system not to enter my room. I wonder if they thought I'd be out and perhaps try to steal something as I'm informed by staff from other hotels that this is not normal behavior.

I would like an explanation as to what happened - who opened the door and why. I also would like an apology from the hotel. I understand from other hotel managers that I am entitled to making a formal police report or even suing choice hotels and I am considering doing so. No one has ever made me feel so awful before. It was bad enough I got a shock and was really scared as I was traveling alone, but to be accused of lying and shouted at like that? I will not stay at any sleep inn ever again. Or any choice hotel even with my choice privileges membership ([protected]) with the exception of the quality inn at castleton. The management and staff there are professional and respectful and go out of their way to improve the experience for customers.

We are regular customers at Quality Inn Hôtels as we travel every year to Florida sleeping at Harrisburg PA, Florence SC, Florida Titusville and/or Fort Pierce and always had good service except for this year. When we left Florence SC facilities at 150 Dunvarton Drive on November 7th, 2017, I forgot my new jacket on the bed in room 245 and I called back the very next day to advise them and they told me that the maid did not find anything in the room. Well, I'm sorry but my jacket was indeed forgotten and I have my husband as a witness to that effect.
I am very upset that the hotel staff would keep my jacket and for that reason, I don't think I will be staying in Quality Inn Hôtels in the future unless something can be done about this. Like I mentioned above I am 300% sure that my jacket was on left on that bed.
Thank you for taking interest in this matter.

We arrived a little after 17:45 yesterday and had booked a room earlier in the day. The hotel was at Jacksonville Florida 7019 Commonwealth drive . The lady on the desk explained that the room wasn't ready, she very kindly offered drinks we were happy with that but it was almost 20:00 when we went to the room, the smell of airfresner was overpowering, it was only later we discovered a dirty toilet and bath, I cleaned both myself. There was food under the desk which looked like bacon, maybe the air freshener was to disguise the food smell. When I opened the closet that smelled of mold. As the h otel was fully booked and we were tired after driving from soth Florida we didn't complain as that would have meant a further delay. I did explain this moring to the receptionist about the problem she was apologetic. The capets in the hallway next to the elevator are dirty too. We have been traveling for a few weeks and have been using choice hotels and found most of the hotel standards to be good. But this is not really aceptable, we needed to rest. We haven't made any complaints up to now regarding a few of our other stays which were not good. However we do expect a refund for this stay. The date was yesterday 11/5/17 the room number was 404.
My name is Mrs Glenys Graham Member number GXG24022

I joined the Choice Privileges program just before I took my recent trip to Rochester, New York. I saw the ad on TV about stay two nights and get a night free, well it is not what the ad on TV leads to believe.

I stayed 5 night in Choice Hotels and when I went to use my free night I was told it takes 72 hours before you can use the free room. That did me no good due to the fact I was on the trip, and didn't have 72 to wait for my free room.

I was miss lead, and I can't help that the computers at Choice are unable to keep up and allow the clients of Choice to use their programs.

I am looking for my money back for my last stay.

I will do my best not to use or recommend the Choice Hotels to family and friends.

BAD PROGRAM

dates: 10/27/17-10/30/17
Was disappointed at the room price for my stay, ($184.00 per night plus $23.92 per night occupancy tax, total of $207.92 per night). The room had one KS bed and a hide-a-bed that was very uncomfortable, the bathroom fan did not work and there was a foul sewer smell throughout the second floor for most of the second day.
This same room can be booked right now for less than half that price, probably because there are no major events going on in the near future. I can see charging more for rooms during events but more than doubling the price is a little over the top, especially for a basic room. Would also like to know what the "occupancy tax" is and who benefits from it?
No problems from the staff, they were friendly and helpful.

The hotel room I stayed this past Saturday 10-28-17 was disgusting. Roaches everywhere. Burn marks inn blankets and sheets. The smoke detector was detached and laying on microwave. I set my dinner down by tv went to restroom and roaches covered it in the few minutes I was away from the pizza. I brought it up to the front desk and he said that's the story of his life, roaches, sorry it happened. I want my money back on the room and 15.00 for the pizza.

We reserved 4 rooms check in date wed 25th oct for 2 nights. When we arrived at 12.45 to let them know we was here as we would not be getting back till later on that day and it states reservations will only be held till 6pm..we was greeted by a male receptionist who was so rude he asked me for my debit card I explained that I could not use my card in the usa so I have another he told us we couldn't check in without the card even though 3 of the rooms had been paid for in advance...he said how do I know your Clare Clarke I said I got my passport to prove who I am he shouted at us saying we was bugging him and said he will refund us our money as we had it at a good rate ! which made me think he knew he could make more money last minute I said we need these rooms especially travelling with 3 children...I than said I have a picture of my debit card on my phone he made me download it to the shared computer and print a picture off he than wanted to keep the picture of my card which I said no you wouldn't keep my card so your not keeping a copy of my card number and details he continued to be rude telling us to get out ! My children were terrified I than said could I speak to management he said what will management do he finally gave up when he relised we wasnt having a refund for our rooms and needed them he than continued to shout at me about how he was trying to stop car parking charges and hes doing it for us I said I havnt complained about parking charges he shouted at me again...we had previously been in 3 hotels on this holiday all of the others were fine about no debit card never even asked for it...we are frequent travellers and have never experienced customer services like this ever he is letting your hotel down. The maids spoke to us outside and told us to complain and said they are frequently being shouted at by him. Throughout the stay I heard him being rude to two other guests at reception one guest only wanted a receipt he said no because they had booked through a 3rd party. When we checked out he apoligised to us but it was to late he was just so horrible...also he was wearing no name badge, he worked 24/7 he was a sleep when we arrived to check out not professional at all. I think he is doing to many hours he was actually shaking while he was shouting at us and would like something doing on this matter

I had reservations at Belgium Wisconsin Roadway motel October 27th and 28th. Upon arrival I was told that the motel was sold and they would not honor my reservations. I had to stay there for much higher rates than my reservations was for. I called Choice and was told they could not remove the charges from my card. After stating my displeasure with the issue I was told to call Customer Service. I spoke to a really friendly agent that called the motel to try and work it out with them but was unsuccessful. She did say that the charges would not be billed to my Visa. She gave me a number to give if they do.

I am really upset that Choice Hotels never notified me prior to my travel to let me know and that I had to pay a much higher rate. Luckily they had rooms available. The new owners of the motel told me they notified Choice 2 weeks ago of the change.

I really doubt that I use Choice Hotels again if this issue isn't resolved. And I will not advise anyone else to use Choice Hotels as well.

Thanks...Michael A. Shaffer

Stayed at Quality Inn and Suites in Hannibal MO - 10/13-10/14. Was told I arrived 'too late' so my room was marked a no show - this is directly from the email confirmation sent to me from Choice Hotels -

Guarantee Policy
Your room will be held until 7:00 AM the morning following your scheduled arrival date. If you do not arrive and do not cancel your reservation by the cancellation deadline, your credit card will be charged 1 night's stay plus tax.

We arrived at 3:40, so well before the 7am mark. They took both our points we used to book the room, and a week later a charge of $151 showed up on my debit card!

Spoke to the GM, called Choice Hotels customer service line that had to speak to the GM, and they all refuse a refund of either charge when I was double charged for the same room!

I'm an employee of Econolodge TN 161 and I have already spoken with the owner but the problem hasn't been resolved yet. There was an altercation with one of the staff members which took place this morning and I felt personally attacked. I also started experiencing chest pains from the altercation with this employee. I don't know who to contact. I'm trying to see if there is a Human Resources department for employees. I'm being harrassed and bullied by this employee, she has shown hostility and anger, and I actually worry for my safety. I've been treated poorly by her and talked down to and disrespected in front of guests. She slammed a door in my face while guests were present in the lobby. She is very aggressive. She has also demonstrated simalar behavior with guests and there is actually a review on our website specifically about her and how she almost ruined the guests entire stay. The owner has assured me they will take care of the issue, but I'm worried appropriate action or measures will not be taken.

I stopped at a rest area in Texas on October 21, 2017 so I wouldn't have road noise to cancel a reservation for Weatherford, TX on October 21, 2017. After about 12 minutes I decided to get back on the road due to time restraints. A reservation agent answered after I waited for 14 minutes and 45 seconds and it was very difficult to make the cancellation due to road noise. A day or two before this date I had to make a reservation location change and also encountered a long wait time, but not as long as this one. It appears you don't have enough reservation agents working to care of your customers. I consider long await times to be unsatisfactory unless you notify the customer up front of the estimated time for long waits.

To whom it may concern,

My member ID is SXI3175, I've booked a room at Comfort Inn & Suites Airport in North Charleston, SC for November 10, 2017 for one night. It is for me and my wife. We received email confirmation # [protected] showing that it was two rooms not one room. I called the hotel right away to let them know that it's just for two people and we need only one room, please cancel the another room. The customer service at the hotel said she can't do that ( her name is Tierra) only the GM can authorize that and she said the GM was not there.

So we call Choice Customer relation, we talked to Josh, Ryan, Speci, Wendy and Jody. Nobody can solve the problem for us however they help us call the hotel but they cannot do any thing since the GM is not in?
Choice relationship told us to call back again tomorrow Tuesday October 24, 2017 after 10:00 am once the GM Ms.Luciana Fidelis is in so they will be able to solve our problem.

This seem unprofessional at all, we've been calling since Friday Oct.20th and nobody can solve this problem, they kept pushing us back and forth.

We are the member of Choice since 2010 and this is the first time this situation happened.

Can you please review our issue and please let us know via email to [protected]@verizon.net. I appreciate that.

Thank you and very frustrated customer,

Satis Isara