Choice Hotels International, Inc. Customer Service Issues

I have been attempting to reserve a room in Santa Rosa, California all day using my confirmation number AXW25461. The customer service representatives I have dealt with have been quite unpleasant. I am looking for a room with either 1 king or 2 queen beds, with a preference for handicapped accessibility, on the ground floor at your Santa Rosa Ave location for July 6 to 8, with a check-out on July 9. As a frequent traveler who stays at your hotels nationwide, I kindly request a discounted rate for these three nights, possibly around $[redacted]. Due to a motorcycle accident which caused PTSD, I find it very stressful when encountering difficulties during my travels. I appreciate your prompt assistance as my trip is quickly approaching. I am planning this trip with my granddaughters and aim to visit Disneyland before heading north to Santa Rosa, California. Thank you for your understanding and support.

I've been attempting to reserve a room in Santa Rosa, California, all day (# AXW25461). The customer service representatives have been disrespectful, which has been frustrating. I require a ground-floor room with 1 king or 2 queen beds, handicap accessible, at the Santa Rosa North Santa Rosa Ave location. I'd like to stay on July 6, 7, and 8, checking out on July 9. As a loyal customer who frequently stays at your hotels nationwide, I kindly request a discounted rate for these three nights, preferably around $[redacted]. I am almost 70 years old, retired, and travel extensively. Dealing with unhelpful service triggers my PTSD from a motorcycle accident. I appreciate your prompt assistance in finalizing my reservations as my trip is approaching. Thank you. Arthur R. Whitham

I have been trying to reserve a room at your location on **** Santa Rosa Ave in Santa Rosa, California all day. I am looking for a room with either one king or two queen beds, preferably handicapped accessible on the ground floor. My check-in date is July *, and I will check out on July *. I travel extensively since retiring at almost ** years old and frequently stay at your hotels nationwide. However, today the customer service representatives were rude, causing unnecessary stress. I am eager to finalize my trip plans as I am taking my grandchildren to Disneyland and visiting family in Sonoma. Due to a near-death motorcycle accident, I have PTSD, which is triggered by stressful situations like this. I am hoping for a discounted rate of around $*** for the three nights. Your prompt assistance in resolving this matter is greatly appreciated. Thank you in advance.

I want to raise a complaint about my recent stay at the Clarion Hotel and Conference Center, located at [redacted] Veterans Memorial Highway, Ronkonkoma, New York. We booked three rooms for June 22 & 23, [redacted]. Upon arrival, we had a long wait of 40 minutes to check-in with only one staff member at the front desk. Subsequently, our family members also faced a 45-minute wait. Our rooms were not allocated together as we had requested, with our group split between the first and second floors. The hotel hallways were dirty, rooms had stained chairs, malfunctioning ice machines, musty odors, half-painted walls, dirty drapes, and unclean bathrooms. Despite being promised a refrigerator, we were not provided with one. The hotel restaurant was not clean, and our service at the bar was unsatisfactory. We were disappointed with our experience and are seeking a refund of $[redacted].30 per room. I hope that upper management can address these concerns promptly. - Tina Matvya

After having dinner, we settled to watch TV, and I wanted to wash up, only to find barely a trickle of water coming out of the sink, which was unpleasant and gray. After notifying the front desk, we were moved to a new room on the 5th floor. However, upon knocking on the door of the new room, we discovered someone was already inside. It turned out that person had been moved from a room on the 4th floor due to water issues. The situation led to us changing rooms again. A helpful staff member with a luggage cart assisted us, but we witnessed another guest dealing with a mouse issue in her room. Eventually, we were relocated to a suite on the 4th floor, although the tub was stained and slippery when wet. The constant moving around took a toll on my disabled body, causing considerable pain and discomfort. The lack of rest and inconvenience was frustrating, especially considering the reason for our stay was to attend a memorial service for a dear friend. Overall, this experience did not meet the standard expected from Quality Inns or other Choice Hotels I have visited in the past.

During our stay at the Clarion Inn in New London, CT from 7/13-7/15/18 with our daughter's softball teams, we were disappointed with the cleanliness of the hotel. The whirlpool was no longer available, the pool had a green tint, and the fitness room equipment was dirty and faulty. The mattresses were extremely soft, and the breakfast was average but lacked forks. At the current online rate of $63 per night, the hotel seems more reasonable compared to the $[redacted] per night we were charged under a "discounted group rate." It would be appreciated if a refund could be arranged to address this discrepancy. Thank you for your attention to this matter. Dan Codianni

I sent this message to the Sleep Inn hotel (GA762) on December 6, but I have not received a response. Subject: Incorrect Parking Charge Good morning, I recently reviewed my billing for my stay at your hotel on October 11-12 and parking from October 12-18. It seems there was an error in the parking charges. We were charged for 8 days of parking when we only parked for 6 days. On the first day, we stayed overnight, which should not have incurred a parking fee. We parked from 5:30 am on October 12 to 5:00 am on October 18, making it a total of 6 days. We believe we are owed a refund of $14. Please refund this amount to the credit card we used for the reservation or send a check accordingly. Thank you for your prompt attention to this matter. Sincerely, Bev S.

I am currently staying at the Quality Inn in Ft. Pierce, Fl. Last night has been quite frustrating for me. I've attempted to contact Choice Hotels multiple times, but the calls keep getting disconnected after a long hold time. I made my reservation online and pre-paid for a better rate through the Choice Hotels website. I have been a loyal member of Choice Privileges since [redacted]. Upon check-in, we encountered issues when we found two men loading their things into our room due to a mix-up. The front desk quickly resolved it by giving us a different room, which happened to be a smoking room, even though my reservation clearly stated a non-smoking room. The new room had various issues such as a stale smell, dirty curtains, malfunctioning alarm clock, and a small TV. My son has severe allergies, and the smoke odor will be unbearable for him. I noticed that my reservation had been changed to a smoking room without my consent. The situation is unsettling as our safety feels compromised with one of the door locks missing. This experience is especially disappointing as we have had great stays at other Quality Inns during our trips. This particular room is not up to standard, and the conditions are concerning.

On July 24th, a reservation was made online at Comfort Inn Morris I-80 with confirmation number #[redacted]5. However, the website redirected to CCI Hotel Res, necessitating prepayment for the stay. The booking appeared to include a charge for a "special event," despite no known events in Morris, IL. Upon arrival, a discrepancy was noted as $[redacted].57 was charged to the VISA card for one night, whereas traveling companions paid $92.13 for an adjacent room. Additionally, there were disturbances from barking dogs nearby. Seeking assistance to rectify the erroneous charge. -Donald R. M.

To the concerned parties, I am shocked by the experience my family had today. I booked a room at Econo Lodge Tacoma, WA using a friends and family link. Upon arrival, I was informed abruptly that my reservation had been canceled due to the hotel being at full capacity. I mentioned that I had made the reservation weeks earlier, to which the lady at the front desk rudely replied that she could not assist me and suggested I find another place to stay. After a two-hour drive, I had to pay double the price for a room elsewhere. The lady declined to provide her name or the manager's information and refused to disclose who had canceled my reservation. This situation has left me extremely upset. I am hopeful that Choice Hotels will compensate for this inconvenience with a complimentary night at another location. I have included my reservation details for your reference. Thank you, Brandi W.

I had a reservation at the Comfort Inn on Bell Road in Phoenix for this weekend. Unfortunately, I had to cancel last minute due to my husband having a seizure and being admitted to the ICU at Flagstaff Medical Center. I immediately notified the hotel when we arrived at the Emergency Room and later informed Expedia upon returning home. However, I received an email this morning stating that the hotel would not refund my money as I didn't check in. My name is Kathryn V., and I had reserved two rooms from Saturday, October 5th to Tuesday, October 8th. It's disappointing that the hotel is not willing to make an exception in such a genuine emergency situation that was beyond my control.

I'm currently at Envision at 81 Huntington Ave in Boston, writing this after 4:00. Recently, I experienced a very unpleasant interaction with a female staff member. She requested to see the key card when I entered with another person around 3:00 am, which was understandable. However, later when I went to the store, she made me feel uneasy. She threw something, claimed she didn't want to startle me, chuckled while I was picking up an item which made me uncomfortable. I felt uneasy because she was watching me closely. During payment, I hoped to leave a tip as I did the night before with another staff member. Unfortunately, she didn't show me the tip screen and quickly said we were all set. I can't recall her name, but if needed, I can ask for it. This encounter has left me feeling really uncomfortable, and I felt the need to share my experience.

In early March [redacted], I booked a non-refundable room from 5/22-26/[redacted] at Comfort Inn & Suites in Cave City, KY. We were excited about our vacation, planning to visit the area's caves, and even shared our plans with co-workers who showed interest in visiting in the future. As a healthcare worker witnessing the impact of the Covid-19 pandemic, I don't feel it's safe to travel, possibly even prohibited by the government by May. Due to these circumstances, I kindly request a full refund of our reservation payment. Unfortunately, we won't be able to go on our vacation now, as our health is the top priority. I ask for your understanding and hope for a refund so we can plan a trip at a safer time in the future. Thank you for considering these circumstances. Sincerely, T. Lesperance.

I recently stayed at Rodeway Inn and Suites in East Windsor, Connecticut, a Choice Hotel. I need to voice some concerns about the lack of room service due to COVID-19 restrictions. They have limited access to amenities like the pool, especially for families with children. It seems unfair that non-guests cannot park on the premises without a permit. The hotel's changing policies are frustrating during this pandemic. I have been trying to address these issues, but no one has reached out to me. Additionally, I want to report a security guard employed there who might not be officially registered, and I have some concerns about his background. It's unsettling to think he might have a history of sexual offenses.

Dear Sir/Madam, I would like to bring to your attention the issues I encountered during my recent stay at Comfort Inn in Fontana, California. On the night of September 13, [redacted], I stayed in room [redacted] and checked out the next morning. Although I have been a regular guest at this location, I faced a problem with my deposit refund this time. A temporary dye from my hair left a stain on a pillowcase. This has happened before, with no complications. Surprisingly, on this occasion, I was denied the $[redacted] deposit refund because of the hair dye stain. I had a conversation with Manager Alvina, who accused me of staining a comforter, which was unfounded. I am willing to pay for the pillowcase and respectfully request that the deposit be refunded, as it was paid by Mr. Campbell, who is displeased with the situation. I have devoted a considerable amount of time trying to resolve this matter and am seeking a fair resolution promptly. I appreciate your attention to this issue and look forward to a favorable response. Thank you. Sincerely, Elizabeth T. Case ID #: [redacted]5

The hotel is not following ADA laws. They asked for service animal paperwork and threatened a pet fee without it. They told me to wait until Monday, but I check in on Sunday. If it's not fixed before I arrive, I'll have to pay extra.

As a long-term Platinum member (SXA28856) of Choice Hotels, my wife and I have always appreciated the service provided. However, we encountered two issues recently that left us dissatisfied. During our stay at the Comfort Inn at the Mall of America in Minneapolis on October 20th, our room was in poor condition with dark marks on the ceiling, a large carpet stain, and a faulty safe door. Additionally, our experience at the Cambria Hotel - Minneapolis Airport was marred by window blinds that wouldn't close, disrupting our sleep due to bright light from the car park. Despite reporting these problems to reception, the communication and resolution process were lacking, especially for an upscale brand like Cambria. We had hoped for a special experience but were let down, which has unfortunately affected Choice Hotels' reputation in our eyes. As Platinum members, we used 42,[redacted] points for subpar stays and request that these points be refunded to my account. Sincerely, Steve Andrews

Hello, I am inquiring about a situation with my wife's existing Choice Hotel membership and my recently acquired credit card. When applying for the card, I mistakenly used her account number, assuming it would be a joint account for both of us. However, since she is the primary holder and I am only an authorized user, the points earned are not being added to our joint account. Despite reaching out to Choice and Barclay's customer service multiple times, the issue remains unresolved. To address this problem, I have created a new Choice membership under my name and believe that attaching the current credit card to my new account could potentially solve the problem. Any assistance in resolving this matter would be greatly appreciated as I have already invested a significant amount of time trying to rectify this issue. Thank you in advance for your help. - Dennis B.

I had a reservation at the Quality Inn in Appleton, WI on College Ave for Nov 3. My flight from FL to Appleton was 2.5 hours late, arriving at 12:10 AM. When I got to the hotel around 1 AM, it was closed with a note on the door to call two numbers for help. Despite calling multiple times, I received no response. I ended up checking in at a Choice hotel in Appleton at 2:30 AM. On the morning of 11/4, I contacted the Quality Inn to explain the situation and was informed that my reservation would be cancelled. However, I later received a text from the Hotel GM stating that my reservation was cancelled at 11:58 PM on 11/3, but the night charge is still on my credit card. I have called the hotel multiple times over the last 10 days and left messages for the manager, but have not received any replies. I even sent a text to the hotel manager with no response. Could you please remove the hotel charge from my credit card? Thank you.

I need to address a concerning situation involving the manager at Quality Inn Leucadia Boulevard in Encinitas. There are allegations of sexual harassment, where the manager is purportedly engaging in inappropriate behavior with female employees. He is allegedly offering free rooms in exchange for sexual favors instead of proper pay, a practice that I find appalling. This conduct not only tarnishes the reputation of the company but also poses a significant legal risk. As a newly hired employee who has not been compensated or completed any paperwork, I am troubled by the way he is handling the staff. I believe this behavior should be addressed promptly to protect the company's integrity and prevent any potential lawsuits. Your attention to this matter is greatly appreciated.