Brand Overview: Choice Hotels
Choice Hotels is an American multinational hospitality company and one of the largest hotel franchisers in the world. Owned and operated by Choice Hotels International, Inc., the brand was originally founded in 1939 as Quality Courts United.
Contact Info
Customers can reach the Choice Hotels customer relations team by phone at 800-300-8800 or the main reservations line at 877-424-6423. There is no general customer support email publicly available; the company instead directs guests to submit inquiries and feedback through the official contact form on their website.
Industry and Operations
Choice Hotels operates in the hospitality and hotel franchising industry. Instead of owning the properties directly, the company uses an asset-light business model to franchise its brands to independent hotel owners, providing them with reservation systems, marketing, and brand recognition.
- Diverse Lodging Segments: Provides accommodations ranging from economy and midscale to extended-stay and upscale properties.
- Portfolio of Brands: Manages over 7,500 locations globally under well-known names such as Comfort, Quality Inn, Sleep Inn, Econo Lodge, WoodSpring Suites, and Radisson Hotels Americas.
- Choice Privileges: Operates a global loyalty program that allows travelers to earn and redeem points for free nights and partner rewards.
User Sentiment
Overall user sentiment regarding Choice Hotels leans negative, primarily due to the decentralized nature of its franchise model. Because properties are independently owned, guests frequently express frustration over inconsistent quality and the corporate office's reluctance to intervene in local hotel disputes.
- Poor Customer Support: Guests often report that corporate customer service deflects complaints back to uncooperative local hotel managers, leaving issues unresolved.
- Property Maintenance and Cleanliness: Many complaints highlight subpar room conditions, malfunctioning amenities (like broken air conditioning or elevators), and general cleanliness issues at specific franchise locations.
- Billing and Refund Disputes: Customers frequently experience unexpected room charges, unfair cleaning fees, and extreme difficulties obtaining refunds after a canceled or problematic stay.
- Loyalty Program Glitches: Members of the Choice Privileges program frequently cite missing reward points, booking errors, and delays in having points credited to their accounts.
Share Your Experience
If you have experienced issues with Choice Hotels, you are not alone. Share your experience or file a complaint on Xolvie to let your voice be heard.