Review Insights · Google Play
Choice Hotels
Choice Hotels Mobile · 52,645 ratings · ★ 4.0
4.0
★★★★★
52,645 ratings
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Top complaints - extracted from 65 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"points"
15 negative reviews mention this · 23% of all complaints
★★★★★ "horrible privilege member yeah right customer service help wants to argue and talk over the entire time and never been able to log in to this bogus site much less collect the reward points for the last three weeks I've stayed 👍 unbelievabl…" - Thomandrea
2
"choice"
12 negative reviews mention this · 18% of all complaints
★★★★★ "This app is a buggy mess that cannot handle even the most basic of tasks. The ONLY reason I am not immediately uninstalling and abandoning this hotel chain completely is because it is the one I am forced to use for my job. if you have a cho…" - Robert Wuest
3
"hotels"
10 negative reviews mention this · 15% of all complaints
★★★★★ "I had a great stay at the hotel itself-clean, comfortable, and the staff were helpful. Unfortunately, the biggest issue is with the rewards program through Choice Hotels. I have not been receiving points for my stays, which defeats the purp…" - Larry Gallien
4
"hotel"
8 negative reviews mention this · 12% of all complaints
★★★★★ "This app is a buggy mess that cannot handle even the most basic of tasks. The ONLY reason I am not immediately uninstalling and abandoning this hotel chain completely is because it is the one I am forced to use for my job. if you have a cho…" - Robert Wuest
5
"been"
8 negative reviews mention this · 12% of all complaints
★★★★★ "horrible privilege member yeah right customer service help wants to argue and talk over the entire time and never been able to log in to this bogus site much less collect the reward points for the last three weeks I've stayed 👍 unbelievabl…" - Thomandrea
6
"every"
8 negative reviews mention this · 12% of all complaints
★★★★★ "this app sucks and doesn't work properly also if you try to use points it will send you a code to your email. when you switch over to email to get your code as you come back to this app it restarts Everytime. you can never put the code in. …" - Jason
7
"months"
7 negative reviews mention this · 11% of all complaints
★★★★★ "freezes up not working well anymore for months.repoted to them. still not fixed." - Mikel Jones
8
"book"
7 negative reviews mention this · 11% of all complaints
★★★★★ "I had a great stay at the hotel itself-clean, comfortable, and the staff were helpful. Unfortunately, the biggest issue is with the rewards program through Choice Hotels. I have not been receiving points for my stays, which defeats the purp…" - Larry Gallien
9
"call"
7 negative reviews mention this · 11% of all complaints
★★★★★ "I can find motels fine but then it won't go any further to let me book it, or give me a phone # to call" - Val Stephenson
📋 All 65 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
I'm tired of this stupid app, I can't believe how you guys on the development team ruined a good app by making the Map feature completely unusable and I'm always having a filter bug.
This app is a buggy mess that cannot handle even the most basic of tasks. The ONLY reason I am not immediately uninstalling and abandoning this hotel chain completely is because it is the one I am forced to use for my job. if you have a choice, stay far away from Choice. Also, if anyone else recently changed your password and the new password isn't working, try putting a space at the end of your password. Thanks to Choice's shitty coding, the password reset service is doing this to people.
Very buggy. Will not allow sign in and crashes constantly.
can't ever sign in to it. unavailable server. I'll get annoyed and go play a complex game on my phone that uses a server with no issues. if you're a bad software engineer, it's ok to go find something you're good at and do that instead. like landscaping or waiting tables.
horrible privilege member yeah right customer service help wants to argue and talk over the entire time and never been able to log in to this bogus site much less collect the reward points for the last three weeks I've stayed 👍 unbelievable
this app sucks and doesn't work properly also if you try to use points it will send you a code to your email. when you switch over to email to get your code as you come back to this app it restarts Everytime. you can never put the code in. it's a waste.
The app becomes unresponsive and the layout doesn't fit the screen .
freezes up not working well anymore for months.repoted to them. still not fixed.
I had a great stay at the hotel itself-clean, comfortable, and the staff were helpful. Unfortunately, the biggest issue is with the rewards program through Choice Hotels. I have not been receiving points for my stays, which defeats the purpose of being a loyal customer. It’s frustrating to spend money and not receive the benefits that are advertised. Until this is resolved, it makes me reconsider continuing to book with Choice. The hotel experience may be good, but don’t count on your rewards po
Recent update renders app unusabel
The app is absolutely useless! If viewing a room you don't have enough points for, it will not tell you how many points you need. Delete the app, and use the website. The app was one of the most aggravating experiences of my life, which is sad. To the agent I hung up on because I was only wanting info and not an upsell, I'm kinda sorry. You were only doing your job.
signed up for choice hotels last fall. unable to log into my acct. reset says can't connect to server. very disappointed
Latest "update" has made the app basically non-functional. As I read various other recent one-star reviews, some months old, I wonder if the Choice IT team even know about Google Reviews.
keeps crashing and telling me to clear cache, takes forever to load and logs me out after ever use
This app has been glitchy for months. Everything I enter the app, I get a message that there is a bug that needs fixed. Recently, when I arrived back in this country late at night and needed a hotel, I was unable to log in. I reset my password several times but nothing worked. I ended up having to call to make my reservation while attempting to catch a shuttle to my car. What a nightmare. If this is not fixed soon, I will switch hotel chains and change my credit card
Constantly keeps asking to turn on location services even though it's already on. Can't search hotels or anything.
all it does is crash.
customers shouldn't have to call the website to get the correct information on each hotel about qualifying stays if they are posted on the website. Makes no sense to have something we don't need or can't actually use to be posted on your app
very glitches. not at all user friendly
Pathetic, for three reasons: 1) Couldn't use it as a digital key 2) Couldn't even use it to check out 3) Made me update it before I could use it. There's are special places in Hell for wedding photographers, slow drivers, and app developers who make you wait until you want to use the app before notifying you or your phone that it needs to be updated. If all your so-called “app” does is replicate info from your Web site, you really don't deserve to call yourselves developers.
App keeps failing
Sorry my server is down and I cannot give an accurate rating because server is not servering.
Absolutely TERRIBLE app! I keep going around in circles; says my login or pw is wrong, so I try to reset it. It claims I don't exist; so I try to set it up again - says I already have an account! I have to call the 800 number to straighten it out. Absurd. It has also a save pw switch, which I did the one and ONLY time I got in; never saved it.
wont let me sign in, runs me in a circle to change password. tells me im a member but then Im not a member change password ugh
This app needs an update desperately! I use it three times a week AT LEAST and it has gotten progressively more buggy over the last month or two. Please fix this.
Booked a room at comfort suites that could accommodate the amount of people I was traveling with. When we get there they tell us they dont have the room we booked available and no other rooms to accommodate. No notification ahead of time. All take and no give with this company. App is for these specific hotels and cannot get it right. 2 thumbs down.
so I was staying at the comfort Inn in North Carolina and I did not have a pleasant experience after a checking in they kept trying to charge my card $50 when I asked front desk what was going on they didn't know, I was told a lot of the hotels are placed up for sale & is in line for demolishment.
sure would be nice if the app worked well enough to actually, you know, book a room with it.
doesn't work. get to the reserve part and it just locks up tried 5 times.
Every time i open this app i get an error message. For MONTHS now. Plenty of time for this to have been worked out. I have Uninstalled and reinstalled several times and it's still there.
Won't upload the app.
Terrible app. Do not trust this to actually book your stay. It has twice said my stay was booked, but was not apparently. It also logs me out every time I leave the app.
we are getting a class action lawsuit against choice hotels if you or anyone wants to join contact bad hotels and motel on fb
the app has had a bug or something for over a week I have to call in to do my bookings
Customer service is rude !! they hung up the phone on me countless times. They were talking over me and kept saying my name wrong purposely. I called about a transaction I made for points that I have the receipt for.l, and the points are not posted to my account because they said a transaction was never made. I called to see if it was anyway I could send proof they gave me a bogus website to do an incident report that didn't work. Can some tell me, what should I do? I need a refund or my points!
worst app ever.... constantly crashes
Booked a hotel for Saturday March 14. During check out, the app glitched and froze up. When it refreshed I continued my check out. Got to the hotel Saturday to find out when it glitched, it changed the date to March 13, and it was a non refundable booking, so I'm just out $145 bucks just like that. Because this app decided to malfunction. HIGHLY disappointed. Been a Rewards member for six years and am seriously considering just ending this business relationship over this.
They stole 22,000 points from me. when I asked if they would return them they offered to sell them back to me. I've never felt so violated and offended by a company in my entire life.
this app has really turned to trash its freeze all the time it use to take less than 30 seconds to book a room now it freezes every time I try
changed password twice and still won't let me back in
will not let me login to my account. I am unable to login on the website as well. this is ridiculous!
I thought Choice Hotels was good to use. Until I reached the Titanium level. Every since then my account hasn't been working right ever since. Everytime I call I get the run around from the Customer Service Representative. They keep telling me that they are updating their system. I have called them Multiple times about the same issue more than 10. And my issue still not resolved. Every time I get ready to buy points it go to another screen . It say my account doesn't exist.
cannot add or remove favorites. it's too hard to navigate. still not working 3/4
Tried to redeem points for a digital Target gift card. Waited the 24 hours mentioned in the confirmation email that stated I had purchased a digital gift card. Called the help line when the card never showed. CS told me I had purchased a physical card. Supervisor even told me it was a known problem when purchasing digital cards to actually get a physical card. Why then was it even an option to redeem points for a digital card? So very disappointed and no resolution other than to wait 2-4 weeks
choice allows hotels under their brand to overcharge, stating that the hotels are independently run. so it's okay for a hotel to charge a guest $30 for a sheet and $20 for a towel. plus, they don't honor the points reward program. it took them over two months to add my points only for them to take them back. I have over 3500 points missing from my account overnight
it's garbage
can't even log in or recover pw or un. it just says cant connect to the server even after updates.
this app doesn't work anymore. it won't give me my points for stays that I've completed it also won't give me the points I've already earned for one of my Milestone Rewards
too many error codes. points not showing up but they swear they have been added. every time I use my points the day before is missing. I feel;like I'm being played with on my points
This app has cost me money for using. I recently booked a room on the app and it was for the non cancelable rate. upon checking out there was a glitch in the server and didn't go through. so I pulled up the computer and booked the same room online. it processed and when I checked email confirmation there were now 2 of the exact reservations and double charged my card. Choice can't do anything and hotel had to fight with for a couple weeks but only gave me back a portion of 1 of the reservations.
+ 15 more in the clipboard copy
Sentiment summary
74%
Positive (4-5★)
6%
Neutral (3★)
21%
Negative (1-2★)