Choice Hotels International: billing error

Collect

• folio
• confirmation number
• card statement

Steps

1. Ask the front desk or hotel manager to correct the folio.

2. If the hotel does not fix it, call Customer Relations and send the customer service form with the folio.

   FormChoice Hotels customer service form

3. Dispute the charge with your card issuer if it is not corrected.

More contacts for this issue

Facts you can cite

• Policy

  Choice's Terms of Use say payments to hotels or vacation rental management companies are to be resolved solely between the guest and that hotel or company, and Choice does not assume involvement in those disputes.

  Source: choicehotels.com, verified 2026-10-12

• Fee

  Choice Privileges rules say members are responsible for incidental charges and for any resort or other mandatory fees imposed by the hotel.

  Source: choicehotels.com, verified 2026-10-12

• Policy

  Choice's Terms of Use require a signed Dispute Notice, a 60-day informal resolution period, and then individual binding arbitration before JAMS, with a class and jury waiver.

  Source: choicehotels.com, verified 2026-10-12

• Deadline

  Choice Privileges members can opt out of the program's arbitration clause by signed notice with name and account number within 30 calendar days of opening the account or of the clause being made available.

  Source: choicehotels.com, verified 2026-10-12

Rules in force

• FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)
  16 CFR part 464 (90 FR 2066, January 10, 2025)

  Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.

  Source: ecfr.gov, verified 2026-10-12

  6 citable points

  • Policy

    The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    "Total price" means the maximum total of all fees or charges a consumer must pay. Government charges, shipping charges and fees for optional ancillary goods or services may be excluded.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    Before the consumer consents to pay, the business must clearly disclose the nature, purpose and amount of any fee excluded from the total price, and the final amount of payment.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.

    Source: ftc.gov, verified 2026-10-12

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  1 citable point

  • Policy

    The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".

    Source: law.cornell.edu, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneChoice Hotels Customer Relations +1-800-300-8800

   Front desk or hotel manager first while you are there.

2. Written complaint

   FormChoice Hotels customer service form

3. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

4. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

5. Arbitration

   MailChoice legal department (Dispute Notice address) Choice Hotels International, Inc., ATTN Legal Department, 915 Meeting St Suite 600, North Bethesda, MD 20852

   Signed Dispute Notice first, then 60 days of informal resolution, then individual JAMS arbitration.

Watch out

Related

• Billing error at other companies
• Hotels and vacation rentals — how complaints work
• Choice Hotels International: refund request