Review Insights · Google Play
Choice Hotels
Choice Hotels Mobile · 52,738 ratings · ★ 3.9
3.9
★★★★★
52,738 ratings
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Top complaints - extracted from 77 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
"crashes"
13 negative reviews mention this · 17% of all complaints
★★★★★ "never logs in and crashes when trying to modify a reservation." - Scott Zaban
2
"book"
10 negative reviews mention this · 13% of all complaints
★★★★★ "pretty lousy app when it keeps shutting down before you can sign in I booked through American Express. after 3 days of trying to log in and I kept getting shut out before I get even sign in. other app are better" - Joe Wayman
3
"hotels"
10 negative reviews mention this · 13% of all complaints
★★★★★ "app has a bug or something. I use it all the time to book hotels for busienss trips. if it doesn't get fixed soon I'll have to go to a different chain, because this is ridiculous. it used to be great until recently" - Michelle Tompkins
4
"sign"
9 negative reviews mention this · 12% of all complaints
★★★★★ "pretty lousy app when it keeps shutting down before you can sign in I booked through American Express. after 3 days of trying to log in and I kept getting shut out before I get even sign in. other app are better" - Joe Wayman
5
"doesn"
9 negative reviews mention this · 12% of all complaints
★★★★★ "app has a bug or something. I use it all the time to book hotels for busienss trips. if it doesn't get fixed soon I'll have to go to a different chain, because this is ridiculous. it used to be great until recently" - Michelle Tompkins
6
"update"
9 negative reviews mention this · 12% of all complaints
★★★★★ "The updated app has a bug, and I can not sign in." - Cassandra Lambert -Nealy
📋 All 77 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").
pretty lousy app when it keeps shutting down before you can sign in I booked through American Express. after 3 days of trying to log in and I kept getting shut out before I get even sign in. other app are better
app has a bug or something. I use it all the time to book hotels for busienss trips. if it doesn't get fixed soon I'll have to go to a different chain, because this is ridiculous. it used to be great until recently
Wouldn't let me reserve a room for an up and coming trip. Tried the recommended tips to get it to work with no success. Eventually, had to use to my laptop to make my reservation. I've used it successfully in the past but not yesterday. Keep getting app stopped working. I uninstalled app and reinstalled it and still get the same B.S.
they couldn't modify my reservation i dont like them cause u have to wait 72 hours for a response from customer service made a horrible choice using them they didn't escalate my issue they act like they didn't even care 1st mistake i made but I made an error again a week ago and it got escalated and they was able to fix my reservation i just had to consent to the change
never logs in and crashes when trying to modify a reservation.
never received my last gift card I ordered. said they can't do anything about it. definitely not right I'll be cancelling my account with them
Terrible update. Can't log in. Can't search for hotels.
Captcha doesn't work. Tried so many times that now I am banned till it expires. Don't know how long that will last. Cannot even do sweepstakes on app because can't get into it. App is supposed to make it easy to get into your account or to book rooms. Should not have to go through this. Been this way for some time now. This app sucks. cant book anything. Keep getting cant connect to server, please try again soon. Uninstalled and reinstalled and still doesnt work.
Won't let me sign in. Keeps saying the app has a bug.
Always crashes.
booked rooms several times the money was taken but no reservation was made customer support cannot change or address any issues with your account all they can do is tell you sorry we don't care anything about you or where you sleep it will be weeks before you see your money terrible company hopefully they all go to prison for scamming their customers!! DO NOT INSTALL 9R BOOK WITH CHOICE HOTELS YOU WILL END UP SLEEPING IN YOUR CAR OR HAVING TO PAY FOR A ROOM 9N YOUR OWN , TERRIBLE COMPANY SCAM
Can't log in, can't change password. Just stop working out of nowhere. No 12 call for help
app sucks now you it will log you out and most of the time it gives you a hard time to redeem you points for gift cards
worst customer service experience with a. front desk employee at the quality inn warrensburg missouri. discrepancy in icon from every transaction at specific location Member rewards are not being properly attached to profile and was I was asked to leave the property 15 minutes after checking into the room because a manger not even working has personal issues with me over a 2 dollar bottle of water.
dam cons, burry cost an cancel policy in a email, all rooms said free cancellation on the site.
horrible won't allow sign in and freezes
Don't waste your time with the app. I downloaded the app, I put in my email and password, What's told it was incorrect. I reset my password Still told me everything was incorrect. I want to set up an account and told me I already had an account to log in. Nothing but a run around
App crashes immediately upon opening. App will also not save login information.
never wants to give ur rewards when u need them
they ruined this app recently. was working well...now full of glitches. awful
I have been using them for years and there app had a glitch and they stole 80 bucks from me and wouldnt let me get the room I paid for I had to contact my bank to get the money back. the supervisor was no help and basically told me they stole from and theres nothing she can do after someone else told me they would fix the problem. DO NOT BOOK WITH THEM UNLESS U WANT TO GET ROBBED
app keeps crashing and now won't let me log in to see my upcoming stay.
ive been used this app for 3 years now. and this is the first time its disappointed me. order a hotel for today's date and when I che ked out it showed for 6 months later . and I paid for the 2 days. what a scam 😒
can never register, doesn't recognize my email, shuts off
the App constantly does not work
I click on the hotel's address to take me to the hotel, and Google maps gives me results for hotels near my location. Makes confirming if my intended destination is anywhere near the hotel quite... tedious.
it's not opening which makes trying to find hotels impossible!! it use to be amazing, but now it SUCKS!@
Total incompetence. They logged me out, messed up my password and then locked my account. Now they lose around $3000 a month in bookings.
I have never, once, had the app work when I tried to use it.
Will not allow login and crashes after update
Just downloaded the update. But when I go to open it , message comes on to say there is a bug in it. So how is a traveler going to make a reservation with this app problem?????
why can't i review my stay. to hide terrible service
Not user friendly.
Latest app update has resulted in issues with logging in. Finger Print no recognized, incorrect login credentials, Have to reset password each time to be able to log in. Unacceptable.
Scam. Booked my stay through this app, earned no points. Contacted support and they told me that unfortunately I didn't earn points because I'd used an "unofficial" way to make the reservation. They suggested I should use this app in the future to earn points. Which is precisely what I did use. I don't know how you actually earn points, but you definitely will not get them using this app.
Crashes every.single.time.
horrible customer service app listed amenities like pool and breakfast. showed up to neither had sad kids and has to spend extra money. called customer service who said called customer service who kept me on hold for over an hourm supervisor pretended to not hear me to end the call. I called out behavior. nothing happened except they argued apparently if you book on web browser on computer it has a pop up alert that amenities aren't available. the app doesnt have such a pop up alert!!!!
The single, most buggiest app I've ever had the displeasure to use
Despicable hotel. The receptionist at the one on west Saginaw in lansing was so rude and unkind. I canceled the booking and went elsewhere. Despise the place so much I blocked emails from them.
No longer compatible with Android. Menu items are behind the Android navigation bar, rendering them unclickable. I can no longer view invoices for business expenses hotels and cannot expense them without going back to the hotels to get physical receipts.
app is terrible. don't recognize my sign in, or my fingerprint sign in. keeps glitching.
Cannot even log in, immediate crash on sign in page. I need this for setting up hotels both for an upcoming personal trip and for weekly business purposes.
App and Call center are awful.
Why doesn't someone create a keep me logged in option?!? the constant needing to sign in just to use this app is beyond ridiculous.
garbage like their hotels
Can't disable booking text confirmation, it activates by itself over and over. App crashes a lot. Can't select hotel in map view during booking. Digital gift cards not sent when redeemed via app. Things are just building up :(
crashes, hard to login, doesnt consistently update past stays, invoice download is always corrupted
I'm very tired of having to fight this app to book a room. I know that I'm not a big spender, but I book on average 7 nights a year. If Choice Hotels doesn't want my business, another chain will
Wholly unusable in its current state for business purposes. App crashes when trying to alert through the help section in the settings. The "view receipt" prompt appears behind the footer at the bottom of my android phone, rendering it interactive-able. Emails are incomplete as receipts due to incomplete information. One gets directed to a website that can't be interacted with in such a way as to be useful, unless booking, you can always book using a credit card.
I can't get on it. it doesn't recognize me. we've attempted several times to fix it with no luck
+ 27 more in the clipboard copy
Sentiment summary
72%
Positive (4-5★)
6%
Neutral (3★)
22%
Negative (1-2★)