Contact Choice Hotels Customer Service

I have stayed at Choice Hotels in many different cities, states, and even overseas. I have never been disappointed in their quality, service, or friendliness of staff. I would recommend their brand to anyone traveling.

Staying at a Choice Hotels property I found that it did not meet Choice Hotels standards (i.e. rusty refrigerator, cockroach in room, seeing daylight through entry door, stained sheets, burned holes in comforter, graffiti on items in room, holes in walls, faulty repairs in bathroom...a total of 16 items.) I felt that Choice Hotels would want to know about this. I was wrong. I was not upset and was truly trying to let them know of an issue in defense of Choice Hotels’ good name that I’ve counted on for over 20 years. I sent an email outlining my concerns and included pictures of all issues suggesting they have someone look into this particular property. Guest Services took 2 weeks to get back to me although they'd forwarded my email to that property's manager requiring him to get back to me within 72 hours. Both responses noted being sorry I had problems/issues and both responses invited me to stay at Choice Hotels (the manager noted his particular property) in the future. No other effort was made on Guest Services part. I then called and outlined my concerns and asked if there was someone else to speak with as it didn't seem that the issues were addressed. They said there was not, but that if I had a problem with Guest Services not addressing my issues I could email Guest Services. . I put this on hold as I didn’t want it to appear I was upset or concerned for myself. After 1 year I was speaking to Guest Services about an unrelated concern, which they could not do anything about. At this time they noted that they are separate and not responsible for their hotels under their Choice Hotels umbrella. Further, they noted that they have no ability to make changes to a customer’s account either to add points or offer reimbursement or, honestly, do much of anything. They noted that if my current concern was related to a stay (it was not) or other such experience then they could help. I briefly outlined the issue of one year ago and noted that I’m not sure help is afforded through Guest Relations. When I asked to speak with the next tier of authority it went to a supervisor who said the same thing and that there was no one above them. I thought I'd revisit the concerns of a year ago, so a few days later I called the Choice Hotels corporate office to inquire about the department head over Guest Relations and was told by the person answering the phone that they didn’t have that information, that there is no organizational chart, and they had no person to refer me to that Guest Relations would directly report to. Yes, I’m disappointed to not get this concern to the right person, but my disappointment is for Choice Hotels. I’ve stayed with them for 20 years and have referred others to do the same. However, a service and hospitality company is only as good as its ability to be available, its willingness to stand by its customers, and its effort to hear and address the concerns of its guests. I believe at this point that if my concern is about myself, my account, a recent stay experience, or a concern regarding Choice Hotels itself, I’ve learned that there’s not much in the way of customer service and it seems that there’s a disconnect between each department in terms of personal responsibility. This experience has been exhaustive and in such contrast to experiences, both personal and read about, with Marriott. Guess where I and my family will be staying next and suggesting others do the same if they want a wonderfully consistent experience and where if that experience should ever be less than satisfactory that they will be met with considerate, caring customer service.