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Business Profile

Hotels

Choice Hotels International

Headquarters

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    According to information provided by Choice Hotels International, the hotels in its group are individually owned and operated. Choice Hotels International attempts to act as a mediator between the client and the hotel, but resolution responsibility rests with the individual hotels and their owners/managers. Compensation issued by Choice Hotels International in such cases is a goodwill adjustment, and is not intended as a resolution of the original dispute.

Complaints

This profile includes complaints for Choice Hotels International's headquarters and its corporate-owned locations. To view all corporate locations, see

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Choice Hotels International has 41 locations, listed below.

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    Customer Complaints Summary

    • 276 total complaints in the last 3 years.
    • 77 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:07/07/2025

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      # BBB Complaint - Choice Hotels International **Company:** Choice Hotels International **Case Reference:** #********* **Member:** ****** *****, Choice Privileges #WXZ4137 ## Issue Summary Choice Hotels failed to provide adequate customer service regarding their Elite Status Match policy and refused to escalate concerns to management.## Details On June 29, 2025, I submitted a status match request from ****** *******. It was approved on June 30 for Platinum status. Later, I discovered their policy: matches in January-June are valid for current year only, while July-December matches extend through the following year.**Key Problems:**1. **Policy not disclosed** during application process 2. **Applied June 29** (one day before July cutoff) without knowing timing implications 3. ****************** refused escalation** - multiple representatives claimed they "cannot" transfer to supervisors 4. **30+ minute calls with no resolution** or management access 5. **Poor service standards** compared to Hilton/Hyatt industry norms When I requested consideration for applying so close to July deadline, I was denied without review.## Requested Resolution 1. **Extend Platinum status through 2026** - reasonable accommodation given I applied one day before the July cutoff without policy knowledge 2. **Grant ******* status OR complimentary breakfast** for upcoming Cambria ******* stay as goodwill gesture 3. **Improve escalation procedures** - customers should be able to speak with supervisors ## Supporting Evidence - Email chain #********* - Hilton ******* status documentation - Cambria Hotel ******* booking confirmation This experience significantly damaged my confidence in Choice Hotels' customer service standards.

      Business Response

      Date: 07/08/2025

      Dear Wenhan,

      Thank you for taking the time to share your detailed experience regarding your recent Elite Status Match with us. We sincerely apologize for any inconvenience and frustration caused by the issues you encountered, including the lack of clarity around our policies, the handling of your escalation requests, and the overall service experience.

      Your feedback is highly valued, and we appreciate the opportunity to address your concerns. Please be assured that we take these matters seriously. Regarding our policies, members can review them at any time through this link: *****************************************************************************************************************************************. While we would love to extend your Platinum Status, please note that Elite Status matches are system-generated and limited to one per member per lifetime. Alternatively, we recommend maintaining or qualifying for Elite status annually to retain your benefits.

      Concerning the handling of your escalation requests, our records indicate that you have communicated with us via email. To further investigate your over-the-phone conversations with our Customer Representative, could you please provide the date and time of your call? Rest assured that your concerns will be forwarded to the appropriate team for a thorough review and to ensure measures are taken to prevent similar issues in the future.

      Thank you for your understanding and patience.

      Best regards,


      ***
      Customer Care
      CID: ********

      Customer Answer

      Date: 07/09/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23566739

      I am rejecting this response because:

      Dear ***,


      Thank you for your response and for addressing my concerns regarding the Elite Status Match.
      To clarify, I had a phone conversation with a representative from your team on July 8th, via ************, where I further inquired about the Diamond match and the timing of my submission. Id appreciate it if that call could be reviewed as part of your escalation process.
      While I understand the one-time match policy is system-enforced, Id like to respectfully ask whether it would be possible to withdraw the current match request and re-submit it properlyespecially given that my original request was made just days before July, and the resulting expiration now only covers the current year. I hope youll agree that this is a reasonable ask, particularly since my intention was to qualify under the JulyDecember rule and the confusion stemmed in part from unclear communication around the timing and tier mapping.
      Additionally, Ive already booked an upcoming stay at a Cambria property, and Id love to be able to enjoy Diamond benefits during that trip. If theres any way to honor Diamond status for that stayor as part of a re-submitted requestit would go a long way in restoring my confidence in the program and encouraging future loyalty.
      Lastly, could you kindly confirm the official expiration date of my current Platinum status?
      I appreciate your time, and I hope youll consider making an exception or offering a workable path forward. Its disappointing to hear that nothing can be done, especially when Im eager to continue choosing Choice Hotels for my travels.


      Warm regards,
      ****** *****
      Choice Privileges Member #WXZ4137







    • Initial Complaint

      Date:07/01/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a formal complaint against Choice Hotels International regarding their Choice Privileges reward program. I redeemed multiple **** and ********** gift cards using loyalty points through two different Choice Privileges accounts ********** and AXM137240). Despite repeated communication with their support team, I have not received the gift cards and have been denied proper resolution.For Account *********, I redeemed 4 MasterCard gift cards on April 14, 2025, and 4 **** gift cards on April 18, 2025. I raised a complaint on March 13, 2025 (Ref# *********), and again on June 14, 2025 (Ref# *********). Each time, I was told the issue was escalated, but I never received the cards or any evidence of delivery.For Account *********, I redeemed 11 gift cards between June 923, 2025 (8 **** and 3 MasterCard). These cards were never received either. I contacted support for the first time in July ********************************************************************** proof of delivery was provided.Despite speaking to multiple agents and emailing various departments (including executive contacts), I received nothing but generic replies and false assurances. The points used for redemption were deducted immediately, yet I received no benefit in return. This has caused me extreme frustration, wasted time, and a complete loss of trust in the Choice Privileges program.I am requesting that the missing gift cards be reissued immediately or the equivalent Choice points be refunded to both accounts. If not resolved, I will pursue further action via the ***, ************************, and consider small claims court.Thank you for your attention to this matter.

      Business Response

      Date: 07/02/2025

      Dear *****,

      We appreciate you for reaching out with your concerns about redeeming gift cards. We sincerely understand how important this matter is to you, and we apologize for any inconvenience it may have caused. Please rest assured that we value our members, and your feedback is very important to us.

      After reviewing your accounts, we can confirm that all **** and Mastercard gift card redemptions have been marked as delivered to the mailing address we have on record. Regarding your most recent gift card redemption, please allow 2-4 weeks from the date of your order for the physical card to arrive at the address we have on file.

      Additionally, please note that once a card is marked as "delivered," it indicates that it has been successfully handed over to our third-party delivery provider. Choice Hotels is not responsible for any lost, missing, or stolen gift cards. Furthermore, we are unable to reissue or replace the card, as a courtesy refund for the same issue has already been provided on your account.

      We appreciate your patience and understanding. Thank you.

      Best regards,
      ***
      Customer Care
      CID: ********
    • Initial Complaint

      Date:06/28/2025

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a Choice points gold member.I stayed at two choice hotels in the period between June 16 and 17th. I like to drive at night. I checked into a roadway Inn at ************************* around noon on the 16th. I checked out at 7 PM on the 16th. I left my key at the desk and called the hotel to confirm that I had checked out. I then drove north to **********, **************, arriving around 4 AM on the 17th and checked into another ************* , a Choice hotel in ********** , SC leaving at about 11 AM on the 17th. Although I was given points for my stay in *****************, I was not credited with points for my subsequent stay in **********, **************. I called customer service at *************************** refused to credit the points, refused to escalate my complaint after putting me on hold twice and hanging up once stating there is no supervisor to talk to me or call me ******* attached reciept says Im entitled to points in addition to promised Gold member additions.

      Business Response

      Date: 06/29/2025

      Dear ****,

      Thank you so much for reaching out regarding your reward pointswe completely understand how valuable these rewards are to you and are happy to assist.

      Please note that standard check-in time at most of our hotels is 3:00 PM, with check-out at 11:00 AM, though this may vary slightly by location. In this case, your stay at the *********** ***************** I-95 in *****************, **, occurred on June 16, 2025, and was recorded accordingly.
      Your following stay at the ********************** I-95 in **********, **, began at 4:00 AM on the same date, which places both stays within the same calendar day. Since Choice Privileges only allows points to be earned for one stay per calendar day, the second stay, unfortunately, does not qualify for additional points. We genuinely appreciate your understanding in this matter.

      Additionally, we noticed a duplicate account under your name. If you have used another email address in the past, feel free to reply with it so we can verify and merge the accounts for you. Alternatively, you are welcome to contact our **************** team at ************ for further assistance.

      We look forward to your response and are here to help in any way we can. Warm regards

      ********
      Social Media Team  
      ***************************************************************************************************** 
      Tel: ************  
      CC: 12960898
      *Share your experience on social media by tagging us @ChoiceHotels* 
    • Initial Complaint

      Date:06/27/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I registered for a promotion with Choice Hotels where if you stay 2 nights they award you points to order a $50 gift card at certain retailers. They claim I only registered after the 2 stays which is not true as I did register before the stays. Unfortunately I don't have any proof of this but I do remember that when I clicked on the link to register, I did receive a confirmation that I was registered for the ************ account number is *********** Thank you

      Business Response

      Date: 06/28/2025

      Dear ******,

      Thank you for contacting us with your concern. Undeniably, no guest would like to miss the opportunity to take advantage of promotions and their benefits.

      Upon review, I've noticed that you registered for the offer on 06/26/25. For this specific promotion, registration must occur before checking into the first qualifying stay. Additionally, any stays before the registration are not eligible.

      Please don't feel discouraged; you can still complete qualifying stays, as the promotion will end on September 2nd, 2025. Consecutive nights at a hotel are equivalent to one stay. If you plan to stay at the same property, you'll need to wait 24 hours after checking out to check in again for your reservations to count separately.

      After a second eligible stay, you'll receive ***** as a minimum and ***** bonus points as a maximum, depending on how many base points you earned from the two separate qualifying stays. Please allow four weeks from check-out for your points to post.

      This bonus, combined with the base points from the two stays, will help you reach ***** points and redeem a $50.00 Gift Card (online or with our *************** line at ************) at a discounted level of ***** points for participating retailers: ******, **********, Fandango, **********, *******, and *****.

      Furthermore, our members can qualify for this great promotion up to four times, which means you can earn up to $200 in gift cards for your stays. You can check these details and all terms & conditions at ************************** or **************************. We sincerely appreciate your understanding.

      Zaira
      Customer Care
      CID: ********

      Customer Answer

      Date: 06/28/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23528318

      I am rejecting this response because: I did register for this promotion before the hotel stays. I do remember receiving a response that I was registered after clicking on the link to register. I do not feel that it is fair that I did register and for some unknown reason it only registered after my hotel stays. As a customer who has participated in past promotions such as this one, I was fully aware of how it worked and I am very unsatisfied as a customer because I expected the points to be added to my account and then I would be able to redeem them for a $50 gift card. 

      I am hoping Choice Hotels resolves this issue and is able to keep me as a customer. 

      Regards,

      ****** *******





      Business Response

      Date: 07/01/2025

      Dear ******,

      Your position and disappointment are valid. My team realizes how much you expected to take advantage of the promotion due to your recent reservations. However, please note that your account shows its registration for the promo on June 26th, 2025 (after the completion of the stays). 

      Registration is imperative before completing the first qualifying stay within the promotional period. Nonetheless, I can see that one of our representatives credited you with ***** points as a courtesy. Since guests' satisfaction is our goal, my team has also added ***** additional points to your account (totaling ***** points).

      Reward nights are available at participating Choice Hotels locations starting at ***** Choice Privileges points; however, redemption levels typically vary based on location, time of year, events, etc. We hope you can take advantage of these points. Remember, you still have the opportunity to participate in the promotion, as it ends on September 02nd, 2025. Thank you for your time and feedback



      Mei
      Choice Hotels International
      CID 12959040

      Customer Answer

      Date: 07/07/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23528318

      I am rejecting this response because, you don't seem to understand the issue.

      I know how the promotion works and I DID register for the promotion before the stays. It seems like for some unknown reason it was only registered on your computer after the stays which means that there was a computer error, which is something that happens with computers. Don't tell me that your computer program has never failed, because they all do at some point.

      I specifically chose Choice Hotels because of this promotion. I registered and then stayed at three separate hotels expecting the $50 promotion to be valid.

      All I ask for, is for Choice Hotels to honour what you advertised and make it right for a long time customer. You advertised a $50 gift card after two stays. I registered before the stays and followed the rules as I have done in the past for similar promotions. This is not the first time, I have participated in this type of promotion with Choice Hotels.

      In order to resolve this and finally close this complaint, you would need to add enough points to my account so that I can order two $25 gift cards for a total of $50. In order to do this, I need an additional 8000 points added to my account.

      Regards,

      ****** *******

    • Initial Complaint

      Date:06/15/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchase choice pints to take advantage of the discounted promotion. In recent purchases the point show up right away and they promise that points are updated instantly. I purchased the points to use right away so that I can stay at the hotel additional. I have my child with me for the weekend but now because of my points not being updated right away we have to check out in an hour and have nowhere to sleep tonight. The money I used is always being held up therefore I have no additional money. I want a full refund of my $77.25 that was paid to purchase ****** points. As shown in the pictures I purchased the points. My account still doesnt show the ****** points.

      Business Response

      Date: 06/16/2025

      Dear *******,

      We're sorry to hear about the difficult situation you're experiencing, and we appreciate you reaching out regarding your points purchase. Understandably, you expected the points to be available immediately, as promised, and I can see how the delay has caused significant inconvenience for you and your family. We also appreciate the details and photos you've shared, as they help us gain a clearer understanding of the situation.

      We have reviewed our system and noticed that you previously contacted our **************************** Additionally, we examined your account and can confirm that a single transaction for ****** points was completed on June 15, 2025. As you may be aware, it can take up to 24 hours for points to be credited to your account. However, since more than 24 hours have passed since your purchase, we contacted the appropriate department, which determined that the delay was caused by a discrepancy between the mailing address provided during the transaction and the address associated with your account.

      Therefore, we have escalated your account to our dedicated team of coordinators to review your transaction, as they handle issues related to purchased points. Your case is currently under review. We kindly ask for your patience and understanding, and we expect the process to take approximately 3-5 business days. Thank you for your cooperation, and we appreciate you for being one of our Choice Privileges Diamond Elite members.

      April
      Customer Care
      ********/********

    • Initial Complaint

      Date:06/12/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      5/16/25-6/12/25 ********* that is the third party in this dispute, Comfort Suites-Plano, and agrees with my claim was paid 11,356$. The business that I'm in dispute with Choice Hotels works with hotels and provides points for stays at hotels through their website. In a recent extended stay I spent 167 nights at Comfort Inn-Plano spending roughly 11,356$ of which I should have been given roughly ******* points. I was initially given nothing but after contacting they're customer service and corporate office the executive assistants gave me ***** points to try and shut me up. They claimed that I was not owed ******* points because the rate I was charged 68$ per night (a fixed tax free rate) was a "state" rate and was not eligible for points. This claim was found to be false because prior to this I stayed an initial 327 nights ( at roughly 69$ per night) and was given the appropriate points as can be found in the supporting documents. Then the exec assistant argued that because I didn't reserve the stay through the website the 167 nights were ineligible for points. This claim was also false because one of the managers of the Comfort Suites -Plano **** ******* stated that the staff reserved my stay through Choice Hotel's website so whether it was through myself or the staff I was still registered through the website because the stay is in the Choice Hotel records. I believe (and what I told them) is that they saw how many points I had made the first time and refused to give me points again. They provided no logical reason that has not been refuted as to why I was not given my points. That number of points is the equivalent of an 11 day hotel stay.162,340 points or ****** worth of stays are owed.The Hotel manager's name again is **** ******* ************** and he agrees that I should have been compensated with points but choice ********** ignored him. Below I have submitted receipts, logs, and emails of the sequence of events.

      Business Response

      Date: 06/14/2025

      Dear ********,

      Thank you for contacting us about your concern. We can imagine your disappointment since the main purpose of being part of the Choice Privileges program is to earn points for your stays. After carefully reviewing our records, we've confirmed the reservation was booked under a rate that is not point-eligible. It is important to clarify that the 01/08/24(327) stay was under a different rate plan; therefore, you automatically earned the points. Our records show that you contacted us over the phone, and since we valued your Elite Diamond membership and preference for our brands, you received ***** points. At the same time, we're documenting your honest feedback to evaluate necessary improvements. We sincerely appreciate your understanding. 

      Zaira
      Customer Care
      CID: ********
    • Initial Complaint

      Date:06/06/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Friday June 6th 2025 I made a purchase for points on the choice hotel site as I did this they canceled my purchase then I made another attempt after they returned my money from the first cancel animated second attempt just to make sure that my information was correct before I purchased and I did and they took the money right out of my account then made me wait 72 hours just because of purchasing points to use the purchase a hotel stay I find this a complete inconvenience I find this A narrative of corruption within the company's ownership due to the fact that my name rings bells I feel I am blacklisted by many companies such as hotels and I believe that this happened intentionally to cause an inconvenience of my stay in the one that I am in a certain awkward circumstance at this point in my life towards my living situation this inconvenience I feel was intentional

      Business Response

      Date: 06/11/2025

      Dear *****, 

      We can sense your frustration and concern, especially when this situation involves money and that you counted on those points to complete a booking. My team would like to review your records. Please reply with your complete mailing address and include any other/old phone number you may have used. 


      Mei
      Choice Hotels International
      CID ********
    • Initial Complaint

      Date:05/30/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We book a block of rooms for a baseball tournament. Had a mom that forgot to book her room and booked a room last minute. She was given a price of ***** cheaper than what was given us at a group rate!! When I called the hotel its self and corporate(speaking to a manager at both) neither would help with this pricing difference. They basically told me I was out of luck. We will NEVER use this hotel chain again for block of rooms or in general again. No customer service at all!

      Business Response

      Date: 05/31/2025

      Dear ******, 

      We understand room rates are important when determining where you stay. To look further into your case, please reply with the hotel's address and arrival date of the stay. This information will help us to pass the appropriate feedback. We'll be waiting for your response. 

      Zaira
      Customer Care

      Customer Answer

      Date: 05/31/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ****** ******

    • Initial Complaint

      Date:05/30/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was driving back from a trip and I had to stop for a few nights on the way back and the first night I stopped I stopped at a choice privilege hotel should have known better from the first time I stayed at one so when I got to the hotel I saw a deal for choice privilege member for 2 consecutive stay's you can earn enough points for a 50$ gift card well when the points came in it was not enough for a 50$ gift card it was enough for a 25$ gift card if I would have known that I would have stayed some where else atleast some where else the fridge in the room of the last motel would have worked!

      Business Response

      Date: 05/31/2025

      Dear ****,

      Thank you for contacting us with your inquiry regarding the 2025 Summer ********* between May 19th and September 2nd, 2025. After reviewing your account, we've confirmed you qualified for your stays on 05/26/25 and 05/27/25. Your current balance is 10,390. 

      Kindly note that regular $25 gift cards require ***** points, and $50 gift cards require ****** points; however, since these are promotional $50 gift cards, they only require ***** points. Please access online and go to the Redeem points option; in the gift cards section, select the promotional gift cards category, and a list will display requesting only ***** points. Please note that not all gift cards are available for ***** points, only the promotional ones (******, ********** Fandango, **********, *******, and *****). We hope this information helps. If anything else comes up, let us know.

      Zaira
      Customer Care
      CID: ********
    • Initial Complaint

      Date:05/30/2025

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This entity offers a best price guarantee whereby they are supposed to price match and extend a $50 gift card if you find a lower advertised price within 24 hrs of booking on choicehotels. On May 28, I submitted my form after booking on ************************************************. For the last 36 hours, choicehotels says they have been "researching" my submission. My concern is that when they finally get around to researching my claim, the rate will have changed. They need to act more promptly. It is interesting to me that they do not allow you to upload a screenshot to support your claim. I have also found a few threads on reddit that imply this entity routinely delays their research and does not respond so they dont have to honor their own policy, which may be a scam. Attached is support for the claim that I filed and the competing cheaper rate.*********************************************************************************************************************************************************************************************************************************************************************************************************************** I have uploaded the existing screenshot showing the price that is currently available to the public from ***********. I also have a duplicate reservation with ***********. In the event choice refuses to honor the price match, I will cancel the current choice reservation and keep only the *********** reservation.

      Business Response

      Date: 05/31/2025

      Dear *****,

      Thank you for reaching out and for your preferences with Choice Hotels. We can only imagine how important it is for you to get a resolution regarding these concerns with the Lowest Price Guarantee, and we regret knowing this hasn't been solved yet. It is important to mention that it takes 72 hours after you submit the form to receive a response by email. Kindly note that this is a matter handled by a different department; therefore, according to our records, this has been escalated to the Executive Team, and they've contacted the appropriate department to inquire about the status of your request. Please know we're still waiting for their response to keep you updated. In the meantime, we sincerely appreciate your patience and understanding. 

      Zaira
      Customer Care
      CID: ********

      Customer Answer

      Date: 05/31/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23396091

      I am rejecting this response because it is not a response. It addresses zero of the issues raised. Additionally, the agreed upon response time as shown in attachment BBB was 48 hours, not 72. Choicehotels can not unilaterally change the response time after they fail to meet it. How foolish.

       

      I refocus choicehotels response to attachments BBB, Email6 and Email 7 in the attachments. The notion that I have received some sort of negotiated rate or group rate is an outright lie. The rate a submitted to them ($198) is a rate that is offered to the general public without discount. If there were negotiations, they solely involved choicehotels and to try to say that this rate is some sort of a group rate or discount is simply a lie. The rate is available to anyone and they need to honor the rate and issue the $50 reward card. The BBB should be particularly interested in the last few pages of attachment BBB which document cases of consumers that have experienced the same frustrations I am experiencing. There are hundreds if not thousands of more cases but they can not be attached here. Finally, I have yet to receive personal service via telephone from anyone. All emails to date have been routed offshore to the *********** despite my request to speak with someone in *****************. This entity is not BBB accredited and has earned a horrible 1 out of 5 stars from over 113 reviews. This entity should be ashamed of itself. The public can take note of this and proceed very cautiously when doing business with choice hotels. I am still hopeful that a resolution can be achieved, but will specifically await choicehotels comment on attachments 6 and 7


      Regards,

      ***** ****








      Business Response

      Date: 06/02/2025

      Hello *****,

      Thank you for your recent message. We recognize that this situation can be frustrating, given the delays you've encountered. Recognizing the importance of obtaining an update regarding the claim, we would like to provide some clarity regarding your claim.

      The reason that your claim was not approved is due to the specific terms and restrictions associated with our Lowest Price Guarantee program. To qualify for this guarantee, rates must match exactly and fall under categories such as Best Available Rate, Advance Purchase, Choice Privileges membership, AAA, and Senior/AARP rates. 

      Its important to note that the guarantee does not cover negotiated rates (discounted rate available for guest/member) or any other rates not available to the public (discounted rate specific to the hotel), such as group rates and package rates (Group reservation discounted rate), coupons, membership rates not explicitly listed above (Specific discounted rate that is only available for choice members), Government Rates, and military rate.

      After a thorough review, we've confirmed that the reservation you booked is under a special negotiated or membership rate, as explained by the team in charge, is not eligible for the Lowest Price Guarantee program. For full details of the given terms and conditions, you can visit this link: ****************************************************************************. We hope this explanation helps clarify any concerns you may have. If theres anything further I can do to assist you, please dont hesitate to reach out.

      Regards,

      ****
      Customer Care
      CID: ********

      Customer Answer

      Date: 06/13/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23396091

      I am rejecting this response because the company provides again incomplete, incorrect, and inaccurate information. I booked under the best available rate, which clearly qualifies. Attached is a screenshot of the rate I booked. Of importance....the company is using words like best price and lowest rate, guaranteed beside the rate I booked. Now it is back peddling and saying it doesnt qualify. Before closing thime case as unresolved, please ask choice to explain why they are using words like best price and lowest rate guaranteed beside rates that evidently dont qualify. This at best is deceptive advertising . At worst, it could rise to the level of fraud. Sad.


      Regards,

      ***** ****








      Customer Answer

      Date: 06/19/2025

      Did you inquire of the business why they are using words like lowest price guaranteed beside rates that in their words dont qualify? Do you as BBB care or do you just want to close the case and move on? Please advise.

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