Review Insights · App Store
Choice Hotels : Book Hotels
Choice Hotels International · 100,765 ratings · ★ 4.7
4.7
★★★★★
100,765 ratings
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Top complaints - extracted from 73 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
"hotel"
24 negative reviews mention this · 33% of all complaints
★★★★★ "I’m where?. I just installed the app. I pressed the “book” button and the “nearby” (or similar button name) and it showed me a weird hotel. I pressed the map button and zoomed out. The stupid app thinks I’m in INDIA!!!" - BigHairyNScary
2
"choice"
22 negative reviews mention this · 30% of all complaints
★★★★★ "Never Works. This is quite possibly the worst app on the market. There’s always errors and it’s impossible to sign in. Can’t reset anything because it says ERROR, CANT CONNECT, BLAH BLAH. Choice is losing a decent amount of money because I can’t bo…" - hntnfshtx
3
"stay"
16 negative reviews mention this · 22% of all complaints
★★★★★ "No receipts on app?. I need my receipt in order to be reimbursed by my company. I won’t stay here again." - Lambert58Jack
4
"book"
14 negative reviews mention this · 19% of all complaints
★★★★★ "Never Works. This is quite possibly the worst app on the market. There’s always errors and it’s impossible to sign in. Can’t reset anything because it says ERROR, CANT CONNECT, BLAH BLAH. Choice is losing a decent amount of money because I can’t bo…" - hntnfshtx
5
"points"
14 negative reviews mention this · 19% of all complaints
★★★★★ "New app is terrible. Can’t figure out how book with reward points , wasted my time. Deleting and switching to Wyndham." - Trailryan
6
"room"
14 negative reviews mention this · 19% of all complaints
★★★★★ "Constant logout- pathetic. Whoever is running this app needs to do a better job. The constant logging me out when I’m trying to book a room is extremely aggravating and makes this app pointless." - Jrodmc16
7
"money"
12 negative reviews mention this · 16% of all complaints
★★★★★ "Never Works. This is quite possibly the worst app on the market. There’s always errors and it’s impossible to sign in. Can’t reset anything because it says ERROR, CANT CONNECT, BLAH BLAH. Choice is losing a decent amount of money because I can’t bo…" - hntnfshtx
8
"account"
11 negative reviews mention this · 15% of all complaints
★★★★★ "They steal your money. On Jan 22 I attempted to book a room using both cash and points. I got an error message saying the booking could not be completed and to call Choice Hotels. To my surprise. They charged my card for the money but not the points for the acc…" - Rootisajoke
9
"hotels"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Choice Hotels App. Terrible app! When you open a hotel to book, it’s the wrong hotel. Happened to me twice. Ended up costing me $100. I’ll be calling choice on Monday, for the second time!" - frustrated 100 nillion
10
"customer"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Unhelpful offshore phone operators. Best Western is a better company and better customer service than Choice brand. I have spent tens of thousands at choice brand hotels. During a promotion, I called to clarify that my stay way not properly calculated in regards to points …" - Tin285
11
"trying"
9 negative reviews mention this · 12% of all complaints
★★★★★ "Constant logout- pathetic. Whoever is running this app needs to do a better job. The constant logging me out when I’m trying to book a room is extremely aggravating and makes this app pointless." - Jrodmc16
12
"member"
9 negative reviews mention this · 12% of all complaints
★★★★★ "They steal your money. On Jan 22 I attempted to book a room using both cash and points. I got an error message saying the booking could not be completed and to call Choice Hotels. To my surprise. They charged my card for the money but not the points for the acc…" - Rootisajoke
📋 All 73 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").
App is Very Buggy
Cannot change anything…not even Passwords
Never Works
This is quite possibly the worst app on the market. There’s always errors and it’s impossible to sign in. Can’t reset anything because it says ERROR, CANT CONNECT, BLAH BLAH. Choice is losing a decent amount of money because I can’t book anything.
I’m where?
I just installed the app. I pressed the “book” button and the “nearby” (or similar button name) and it showed me a weird hotel. I pressed the map button and zoomed out. The stupid app thinks I’m in INDIA!!!
No receipts on app?
I need my receipt in order to be reimbursed by my company. I won’t stay here again.
Choice Hotels App
Terrible app! When you open a hotel to book, it’s the wrong hotel. Happened to me twice. Ended up costing me $100. I’ll be calling choice on Monday, for the second time!
Awful
Doesn’t let me use early check in
New app is terrible
Can’t figure out how book with reward points , wasted my time.
Deleting and switching to Wyndham.
Deleting and switching to Wyndham.
Constant logout- pathetic
Whoever is running this app needs to do a better job. The constant logging me out when I’m trying to book a room is extremely aggravating and makes this app pointless.
Should be negative
Had 73,000+ points taken away without notification, the app clearly said no expiration!! Can provide a picture if needed!!
They steal your money
On Jan 22 I attempted to book a room using both cash and points. I got an error message saying the booking could not be completed and to call Choice Hotels.
To my surprise. They charged my card for the money but not the points for the account. I called and spoke to a guy who told me the money will return in 5-7 business days.
Fast forward to today Feb 10th. I attempt to book another reservation and the same thing happens. I call and speak to a lady and she tells me I have to wait 21 business days.
I asked her seeing as this is the 2nd times and also me being a Diamond member. What are they gonna do to accommodate me.
She said there is nothing they can do. Spoke to her supervisor Julie who says there is nothing she can do and that she is the highest member at choice hotels which was weird to say.
Now I have 150 bucks floating around. They just lost a member who is now traveling 10 months out the yr for work.
I will will never book here again. Going back over to Bonvoy, Hilton and Hyatt rewards.
To my surprise. They charged my card for the money but not the points for the account. I called and spoke to a guy who told me the money will return in 5-7 business days.
Fast forward to today Feb 10th. I attempt to book another reservation and the same thing happens. I call and speak to a lady and she tells me I have to wait 21 business days.
I asked her seeing as this is the 2nd times and also me being a Diamond member. What are they gonna do to accommodate me.
She said there is nothing they can do. Spoke to her supervisor Julie who says there is nothing she can do and that she is the highest member at choice hotels which was weird to say.
Now I have 150 bucks floating around. They just lost a member who is now traveling 10 months out the yr for work.
I will will never book here again. Going back over to Bonvoy, Hilton and Hyatt rewards.
Unhelpful offshore phone operators
Best Western is a better company and better customer service than Choice brand.
I have spent tens of thousands at choice brand hotels. During a promotion, I called to clarify that my stay way not properly calculated in regards to points (for promotion). The offshore operator said there was “nothing they will due because the promotion is over”. The discrepancy was with former “stays” and the company says it can take thirty days for points to show up on your Choice account, by that time the promotion was over. This is just one example of the poor customer service of this hotel brand. I will be using Best Western as they are straightforward and have customer service agents based in Arizona and support local economy with jobs in America.
I have spent tens of thousands at choice brand hotels. During a promotion, I called to clarify that my stay way not properly calculated in regards to points (for promotion). The offshore operator said there was “nothing they will due because the promotion is over”. The discrepancy was with former “stays” and the company says it can take thirty days for points to show up on your Choice account, by that time the promotion was over. This is just one example of the poor customer service of this hotel brand. I will be using Best Western as they are straightforward and have customer service agents based in Arizona and support local economy with jobs in America.
Map sucks
The new map is un usable. To much clutter. Please simplify the map! It is a nightmare trying to navigate!!!
IvN
Trying whole day to book a hotel the server was not responding
Scam update new year
Had 60 nights stayed at the end of the year and diamond member reset back to 12 platinum member member now it’s to start all over just to get back to elite scam
FULL APP ACCESS
If I have to open something in a browser that defeats the purpose of utilizing an app and being able to have full digital autonomy without also having an included real life human being. The whole purpose of apps to me for me is to conduct my business by myself on my own without others. Can’t do that now can I if I still have to go into a browser and login again?
App Can’t Filter Amenities
Decent app. However, an important feature is making sure the hotel I’m booking allows pets, and the app currently doesn’t allow me to select filters.
Forced updates are annoying
I’d rather delete the app than be forced to update it just to use a search feature I can use in a browser.
This whole brand needs to start at square one!
This company is the absolute worst in customer service and in treating customers like they do. I’ve never been hung up on by a rep before after requesting to speak to a supervisor. And I’ve never had an app charged my card and them not give me a reservation this is beyond ridiculous and not a company I will ever do business with again. Taking my hard earned money then leaving me out in the cold Shane on youn choice shameful.
Rewards
The rewards stops at 30 nights and never moves again. Sent 6 emails about never got an answer back. Should have been diamond level months ago.
Worse company if you want to be put in horrible predicaments
I bought points on my account which I had for years I am
An elite platinum member and their hotel don’t let you pay over the phone only in person I bought the points just to make sure my children are safe and secure and they made me wait to receive them when I never waited before and used the same card over and over and now my kids and all my stuff is sitting in the winter cold and are sleeping in the car with nowhere to go and I can’t even work so thank you choice hotel for taking my money and leaving me assed out! I hate doing business with companies that can care less about who gives them the most money
An elite platinum member and their hotel don’t let you pay over the phone only in person I bought the points just to make sure my children are safe and secure and they made me wait to receive them when I never waited before and used the same card over and over and now my kids and all my stuff is sitting in the winter cold and are sleeping in the car with nowhere to go and I can’t even work so thank you choice hotel for taking my money and leaving me assed out! I hate doing business with companies that can care less about who gives them the most money
Choice points scam
Choice points system is messed up has been need up for some time now. Yet they still put a hold on your account for the money used to by points so it takes 7-10 business days to get your money back. Why run a transaction knowing your system is malfunctioning then there is no way they can help you. Your money is just on hold they won’t compensate you for the inconvenience or nothing. Choice service is bad I recommend everyone use a different rewards program don’t use choice.
Cuidado está application te roba tus gift card .
Compra puntos y ellos te lo robarán . Esto es una estafa. Cuidado
Fraudulent properties
The properties represented here are independently owned, and customer support through this app has no access to property owners or financial information. If you end up in a fraudulently represented hotel, the Choice Hotels customer representatives can do nothing to assist you. I’ll never stay in a hotel associated with this app or company again.
Bug
Can’t log into the app. I enter my username and password, then a window quickly pops up and goes away and then it just spins. After numerous attempts, I can see that the window that is popping up and going away is to send a verification code. I can see the button that says send code, but it disappears too quickly to press the button. Please get this bug in your app fixed! Otherwise, it is utterly useless!
Glitchy mess
The app logs me out constantly and then requires a password reset to sign in. Most of the time I have to reset multiple times because the server is offline. Super annoying, but today it was so bad that I called in. The problem could not be solved, but they tried to sell me a timeshare.
Discriminated
The front the front desk lady with the gray hair questioned me about my sexuality. Tell me my kids was not my kids. I paid for double smoking which I had online and then told me I couldn’t get it cause she was holding it for her regular who didn’t payalready have paid for the room on another thing. She still tends to question me about a girlfriend that is none of her business cause my personal life is not her business. I am a faithful goal. Member of choice, and I feel like I was discriminated against and judge by your employee.
Not customer focused policies
We recently had a tire blow out an hour before reaching our reservation. It was after hours and no way to get it fixed til the am. So no way to get to the hotel. Even under these extenuating circumstances they charged me for a no show. I’ve been a gold member a long time but never again will I stay at a choice hotel.
Try something else
Choice is a joke the reward program has no reward u spend all this money to level up your status to receive none of the perks. The higher your level go the less help help you get and the more the prices go up
Customer service
Yesterday I called the customer service number because I could not access my account with my user name and password. The gentleman that I spoke to asked basic questions, name , address, email etc…he then asked the last place we had stayed and what date we stayed there. My husband and I traveled cross country and I honestly could not remember. He said without that information he could not help me and said my account was compromised. He placed me on hold numerous times and was not kind in his approach. I asked to speak to his supervisor as I wanted to book a stay and he said no she is just going to tell you the same thing I told you. Your account is on hold because it was compromised. I am a platinum member and have never experienced this type of attitude from a customer service person. I asked three times to speak to his manager. Once his manager responded, I explained to her that while we were traveling cross country I experienced one day where my phone was not working properly and in order to book online we temporarily changed my email to my husbands, with the help of your staff so that I could continue to book online. Shortly after that occurrence I called in again and your staff helped me switch the email back to mine ( maintaining my points and history).
The supervisor said she understood but the gentleman had already escalated my account to security and it would take up to three days to reset. I was dumb founded by this entire experience. I received no information today , no follow up. Very disappointed with the way things were handled. If you maintain phone calls I encourage someone to listen to the interaction.
The supervisor said she understood but the gentleman had already escalated my account to security and it would take up to three days to reset. I was dumb founded by this entire experience. I received no information today , no follow up. Very disappointed with the way things were handled. If you maintain phone calls I encourage someone to listen to the interaction.
App doesn’t work
The app consistently claims that my password or username is incorrect and cannot get on the app although I know they are both correct because they send me back texts and emails at my account. I am a diamond member and very upset.
Terrible confirms
I will never use choice hotels again. They should be shut down
The worst hotel EVER!!
I was on a road trip through Tennessee with my husband for my 60th birthday. We stopped in for a room at the Clarion hotel for the night and boy did we make a bad choice.🤦🏾. The room that I booked was okay starting out but around 9:00 I got out of bed to take my nightly meds and roaches was crawling around 😲 I had stumped about 4 and I kept looking and about six more came out, by this time my husband was on the phone with the front desk and the guy told him that he already knew about the problem but they were coming out to get the bait so that they could die.😱
We asked for a refund and went next door to the Quality Inn for the night. The Quality Inn was great after my nerves was calm down.🙃
This place doesn’t need to be rated a star but I gave it one because the lobby was clean.
We asked for a refund and went next door to the Quality Inn for the night. The Quality Inn was great after my nerves was calm down.🙃
This place doesn’t need to be rated a star but I gave it one because the lobby was clean.
Huntsville AL
Horrible
Was staying here for my b’day trip. Room smelled, missing tv, toilet overflows and when to tell the lady at desk. She had the audacity to tell me maintenance did not come in till Monday(this was sat) and she could get me a plunger! Will all we decided to leave, she would not give our money back! WE WERE THERE FROM 7pm to 9 pm! We will never stay at a Comfort inn or any of there chains AGAIN! Called corporate that nite and heard nothing. This was 7-27-25 The desk personnel was rude . My advice do not stay at Quality inn on Torok rd. Would not give it 1 star. Please don’t reply w the corporate reply that is the same to everyone .
Was staying here for my b’day trip. Room smelled, missing tv, toilet overflows and when to tell the lady at desk. She had the audacity to tell me maintenance did not come in till Monday(this was sat) and she could get me a plunger! Will all we decided to leave, she would not give our money back! WE WERE THERE FROM 7pm to 9 pm! We will never stay at a Comfort inn or any of there chains AGAIN! Called corporate that nite and heard nothing. This was 7-27-25 The desk personnel was rude . My advice do not stay at Quality inn on Torok rd. Would not give it 1 star. Please don’t reply w the corporate reply that is the same to everyone .
Regret this choice
We have been living here over 30 days an never have we ever been treated so badly before. The staff would get mad with us for asking for towels, tissue, or paper towels. The room was very unclean when we moved in. However I’m a very clean woman I went to Wal-mart and purchased Bleach, Ajax ,and pinesol. I asked to get moved out our very small cramped room but we were denied. Bugs were a big problem. All kinds from water bugs to roaches. I started to notice bumps on me. The rooms are way over priced weekly rates, totally not worth it. Internet isn’t free complete false info advertised. Do I recommend this busy, nasty hotel No, No, No go else where but read reviews 1st.
Horrible App & Customer Service
Be careful using this app as it will frequently change the dates of your reservation to start the current day, not the dates you want the reservations for. This is the 3rd time the dates changed for me after I hit the button to Book the Room. The 1st 2 times the payment was with Credit Card. I called the hotel immediately and they either cancelled the reservation or changed it to the correct dates for me. This time I was booking with points and so I need to call Choice Rewards Customer Service. I explained what had happened and the representative said that he’d go to work immediately on changing it. After about 5 minutes he came back on and said that he couldn’t as I was already past the cancellation period. Which I told him that when I explained the situation. He said he couldn’t connect me with anyone else when I asked him. He said that they couldn’t do anything that no one else could help me that I was just out the points.
Worst App I’ve Ever Used
Every time I try to update my info to catch a promo, I get error codes and statement that I should call them. I’d stay here more as a 2nd or 3rd option if it was easier.
Beware: there’s no guarantee of quality
There is no way to review hotels in the app, or if there is a way, they have made it difficult.
I’ve had multiple bad experiences in “choice” hotels including dirty, smelly, outdated places that were in dire need of repair. I signed up originally thinking that CH would maintain a bare minimum and that I could confidently choose any hotel within their network.
I’ve had multiple bad experiences in “choice” hotels including dirty, smelly, outdated places that were in dire need of repair. I signed up originally thinking that CH would maintain a bare minimum and that I could confidently choose any hotel within their network.
All my points were ERASED- during a global pandemic
July 20, 2025: App is useless and not functional. Freezes and crashes and not-responsive.
Previously: I had a large number of points in my account, and then the global pandemic hit, and then I was told that per the terms and conditions my failure to record a stay during the year, my points were forfeited. I had to fight tooth and nail to have half of them restored. And for that nonsense, during a global pandemic, you get one star.
Previously: I had a large number of points in my account, and then the global pandemic hit, and then I was told that per the terms and conditions my failure to record a stay during the year, my points were forfeited. I had to fight tooth and nail to have half of them restored. And for that nonsense, during a global pandemic, you get one star.
Very Disappointed
My son had basketball tournament and I made a 2 night reservation. When we arrived it was late at night. We noticed there was NO HOT WATER. The night manager came checked the water and boiler room. He stated no rooms available for us to move to. They would not give us our money back. I cancelled the 2nd night. Still waiting 2 months later for refund. All they want to give is points. Who wants to stay at a choice hotel again with no hot water.
Worst chain
They guarantee lowest price but dont know their own policy that is mentioned. They would adopt to any tactics to avoid price matching according to their policy
Terrible
This app is so glitchy. It will randomly not work half the time.
Error messages
When I need information about my stay the app always gives error messages
Glitchy
App glitched. I clicked make payment, got a error, so i did it again but was charged twice. I only needed one room and i could not receive a refund for the error not on my part.
Thieves
Booked a stay and arrived to the hotel only to find drug users/homeless people camping out on the property. And the hotel was performing construction on the property at the same time. I asked them to cancel the reservation for me. They wouldn’t. Actually charged my card anyway. Called customer support (an outsourced company overseas). Completely useless and uncooperative. I had to place a freeze on my card!!! How pathetic of a company to behave like this. Completely disappointed. Desperate thieves.
Review links
Trying to look at hotel reviews on app is a much desirable option. It works maybe 1 out 10 times.
Cancellation option on app was unavailable 48 hours prior to check in
A recent flight delay resulted in having to cancel a member points free night . “Cancel reservation” option was not accessible two days prior to stay. I just lost 20,000 points! Hotel desk stated I can only cancel n my app but the reservation cancellation was not highlighted for this action.
Bad service
They took my money and never refunded anything
Crashes
Anytime I try to log in it crashes. Haven’t been able to use it.
Crashing
App keeps crashing every time I open it
Some hotels on site are slimy crooks and they are aloud to rent on this site
Need to double check hotels on their site
+ 23 more in the clipboard copy
Sentiment summary
94%
Positive (4-5★)
3%
Neutral (3★)
3%
Negative (1-2★)