Choice HotelsReviews of choicehotels.com

My son and I booked a room for the night at the Lenexa, Kansas City location to attend a sporting event. My son carried out the actual booking. Drove well over 400 miles to get there and when we arrived the hotel was closed with a sign on the door stating it had been condemned by the city for safety reasons. We had received no notification of that at all. In fact, exactly the opposite. A few days earlier my son had received a message stating that our trip was coming up soon and that they were looking forward to our stay. I guess that was an automated message from a system that hadn't been turned off. We scrambled to get alternative accomodation for the night, imagine what that would have been like for a family with kids arriving in the evening instead of two guys with at least some flexibility arriving in the afternoon. That being said, booking a replacement hotel at the last minute incurred us an additional $100 cost. My son called Choice corporate today and got the most ridiculous runaround you could imagine. Firstly, the person that end denied the hotel was closed. When my son insisted it was and that a simple internet search would demonstrate that because the closure is reported online.....the person then changed the argument and said that they didn't have any record of it being closed. Which is not the same thing at all. So, clearly corporate have absolutely no idea what's happening out there because it's definitely condemned and closed. And corporate absolutely should know that about one of their own hotels. Bottom line is I can't possibly give a good review to any business that is so totally incompetent at the one single thing that they do and then do absolutely nothing apart from argue with you when you contact them to raise the issue.

Choice Hotels Guest Relations (GR) is horrid. They were very quick to express their sympathy with my plight, but that is all they could do, they have no authority to provide any help. My Plight: I booked a hotel from Choice Hotels online (Confirmation Number: 26501503), only to receive an e-mail from them a week before my stay (See Below), saying they could not guarantee my stay, and to not be charged for my stay, I must contact the hotel directly to cancel. However, no one answers the 865-505-1250 number they provided with the e-mail. I called Choice Hotels GR at 1-800-300-8800, the number provided in the e-mail. Choice Hotels GR opened case number 13388053. GR told me they would contact the hotel, and I should call back in 3 days, and they would sort out my reservation then. When I called back in 3 days with the case number, Choice Hotels GR told me they had not been able to contact the hotel, that in fact the hotel had been closed since February and would not reopen until after my confirmed dates. GR told me they didn’t have the authority to do anything to help me. Choice Hotel GR could not transfer my reservation, and Choice Hotel GR could not confirm my previous reservation was cancelled. I was transferred to a GR supervisor named Sassy in the Philippines, who confirmed Choice Hotels GR had no authority to help me. The bottom line is that Choice Hotels sold me a room in a hotel they knew was closed and then sent me for support where they knew nothing could be done to help me. Choice Hotels GR could not even confirm I would not be charged for the previous reservation Choice Hotels sold me. My trip is here now, and I still don’t know what to do. Never use Choice Hotels. ---------- Below E-mail sent by Choice Hotels ----------- Important Information Regarding Your Upcoming Stay! Dear , Greetings from Choice Hotels. We have some news regarding your reservation at the Suburban Studios Pigeon Forge Central at in , . Date of Arrival: 4/23/2026 12:00:00 AM Confirmation Number: 26501503 This hotel is not officially opened as Suburban Studios Pigeon Forge Central; instead, it is still operating as Suburban Studios Pigeon Forge Central. This means that all Suburban Studios Pigeon Forge Central amenities may not be in place for you to enjoy. As a result, Choice Hotels is unable to guarantee this reservation. Due to contractual agreements, Choice Hotels may not be able to cancel this reservation on your behalf. If you would like to find a Choice Hotels property in the area, please visit xxx. Remember, this correspondence does not ensure confirmation or cancellation of this reservation, so please contact the hotel first at 8655051250 before making other plans. For issues or concerns regarding your stay, please reach out to our Guest Relations department at 1-800-300-8800. We look forward to celebrating the hotel's Grand Opening on 5/15/2026 12:00:00 AM. We apologize for any inconvenience this may cause, and hope we'll see you at a Choice Hotels property soon.

The hotel website (Radisson Blu Chicago) offered a "Fees included" "Total" price, for any room configuration, that was over $200 less than what was actually offered when the actual room selection was performed and a charge was made. Also, a $26/night "Urban Fee" was NOT included in the "Fees included" "Total" price. The reservation agent directed me to another number, which was fruitless, and then I was directed to yet another number and person. Over an hour of incompetence and confusion as to why the rates were different.

My husband booked a room for some out of town family at the Sleep Inn in Staunton, Va. He gave them his credit card number. When the guests arrived they were told that there was a note saying to not charge his credit card and to charge the guests instead. They were never told to not charge his card. And it was very embarrassing for us that our guests had to pay! Then they wouldn’t fix the problem. Will never use them again!!

I really don't know where to start on something like this because as a corporate professional I've never experienced anything so childish and so remedial in my entire life but I'm going to do my best because I believe everybody out there should know what they're getting themselves into prior to spending that money because once that card is slid, any and all money that came off that card is gone forever and you will never see another scent of it again no matter what and that's a promise and absolute honest to God promise. First main issue is definitely the cleanliness The cleanliness of this hotel is just pathetic they have this really really horrible hardwood material it's it's almost like a vinyl / hardwood it's roughed up a little bit to make it feel like hardwood and the problem is the dust that accumulates in this room in one day because of their 1980s fan system that they still use for some reason is blowing gobs and gobs and gods of dust and dirt and bugs bugs legs and bugs arms and bugs bodies all throughout your room and you don't even know it but when I was able to inspect the room much further with the UV light it got really really bad I'm glad I'm on GLP1 because if I ate a lot of food I would definitely have lost it immediately seeing what I saw. The first thing you can do is simply take your finger insert it about maybe 1 in to 1 and 1/2 in inside the small vent the protective vent covering their heating slash air conditioning box and just slide it left or right a couple of inches and you'll pull out what looks like a ball of absolute fill it has to be bacteria colonies bugs bug bodies and all types of things that nature so they're cleanliness is just terrible I sat down and talked to one of their maids for a while and she told me that they're there are under the gun to finish so many rooms per day did they simply don't have the correct amount of time it takes to clean a room properly and I think that's really really sad and very inappropriate. I was sitting here by my corporation I was actually sitting here on a 6-month contract this is month three of my contract and the people that run the front desk are not qualified to hold a pencil properly so needless to say they're not qualify to check you in or properly assist you with your corporation or corporate needs in any way possible shape or form, however the lady that I did speak to first when I first got here told me she was in a hurry because she needs to go outside and smoke a cigarette real fast it was probably 25 below zero I couldn't believe that she wanted to go outside and smoke cigarettes but sure enough she made it be line for that door and she made it right out that door and smoke those cigarettes so God bless her. When she returned from her cigarette break or her multiple cigarette breaks I was just simply telling her I was checking in and there wasn't much to do because I already did all the hard work for them I made the reservation we use a special corporate code for our corporate office HR so we get the accommodated room rate month to month or a day-to-day whatever your needs are and I don't know how in the world she could have possibly done this but she removes my corporate rate and put me back to the regular everyday rate and even though I was booking for 30 days straight I didn't even get a 30-day discount like everybody else in the world is supposed to get based off the ads on their website I was dumbfounded and trying to get any of those problems solved after the fact is absolutely impossible I was appalled at the answers that I got one day the manager who oversees the property was in Japan the next day she was sick the next day she was having problems with her dogs the next day she was having problems with her car it just kept going on and on and we made note and recorded every single second of it because we were in just disbelief at that point so getting anybody above the line level employees that they obviously just sit there to hold the desk up all day and don't do any work and are basically paid for time theft which is smoking cigarettes while you're on the clock as you know that's a corporate time theft problem but there have no assistance and they don't even know who to contact or where to start by contacting any type of customer service whatsoever they will however be glad to give you the generalized number for the Philippines call center and the Philippines call center will be glad to write a note down electronically and literally send it right back to the same person I'm talking to it that very moment I kid you not when I found that out I couldn't believe it I was beside myself I definitely let my HR department know this immediately and apparently they're aware of it and looking for other alternatives for their accommodations but I guess there's some kind of corporate contract or agreement that they have to sign and we're waiting to agreement.

when they screw up your points, you never get them back. Avoid if staying solely cause of points/rewards. They used to have great customer service for these issues, now they dont care.

My experience with Choice Hotels was extremely disappointing. During a stay at a Sleep Inn in Nashville (Percy Priest Lake area), I encountered a roach in my room, was placed in multiple unusable rooms (uncleaned room, broken AC, and another with water damage), and was also charged twice. Despite these serious issues, Choice Hotels refused to issue a refund and instead offered points, then stated they could not intervene because the hotel is independently owned. This raises serious concerns about accountability and brand standards. If properties operate under the Choice Hotels name, customers should not be left without meaningful resolution when things go wrong. I would not rely on this brand to stand behind the quality or safety of their properties.

this was the WORST experience i’ve ever had. we had to drive almost 13 hours jus to be met with complete false information. i genuinely don’t care if they see this review because i want you all to see it. NEVER BOOK WITH THEM. they will feed you false information and when you try to confront them they will hang up on you. do you know what this means? not taking responsibility. please never ever book with this and even if you have to pay a little extra please do because at least you will have a place to sleep for the night