{"id":"choice-hotels","page":"https://escalate.alexgaoth.com/#/c/choice-hotels","html":"https://escalate.alexgaoth.com/c/choice-hotels/","generated":"2026-10-15","company":{"id":"choice-hotels","name":"Choice Hotels International","aliases":["choice hotels","choice privileges","comfort inn","comfort suites","quality inn","econo lodge","sleep inn","clarion","cambria hotels"],"sector":"lodging","website":"https://www.choicehotels.com","account_url":"https://www.choicehotels.com/support","regulators":["ftc"],"notes":"Choice's terms say most reservations are for properties owned and operated by franchisees, and that payments to a hotel are matters between the guest and the hotel. Choice-run phone lines and the customer service form are the corporate channels. Values here come from choicehotels.com pages as shown in official-domain search results; the site timed out for direct fetches.","channels":[{"id":"customer-relations-phone","type":"phone","label":"Choice Hotels Customer Relations","value":"+1-800-300-8800","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"The support page lists it as available 24/7; a Choice Privileges page lists 7 a.m. - 10 p.m. MST, 7 days a week. Hearing-impaired callers can use 711.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Choice Hotels reservations (also cancels and changes reservations)","value":"+1-877-424-6423","hours":"24/7","purposes":["reservation_problem","refund_request"],"source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"choice-privileges-phone","type":"phone","label":"Choice Privileges Service Center","value":"+1-888-770-6800","hours":"24/7","purposes":["account_access"],"source":"https://www.choicehotels.com/choice-privileges/contact","last_verified":"2026-10-12"},{"id":"customer-service-form","type":"web_form","label":"Choice Hotels customer service form","value":"https://www.choicehotels.com/support/customer-service-form","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"Choice support pages recommend the online form for faster service.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"legal-notice-email","type":"email","label":"Choice legal notices (Dispute Notice before arbitration; Choice Privileges arbitration opt-out)","value":"legalnotices@choicehotels.com","notes":"The Terms of Use say to send the Dispute Notice by email here and by mail to the legal department.","source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Choice legal department (Dispute Notice address)","value":"Choice Hotels International, Inc., ATTN Legal Department, 915 Meeting St Suite 600, North Bethesda, MD 20852","purposes":["billing_error","refund_request"],"source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-relations-phone","note":"Front desk or hotel manager first while you are there."},{"rung":"written_complaint","channel":"customer-service-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"legal-notice-mail","note":"Signed Dispute Notice first, then 60 days of informal resolution, then individual JAMS arbitration."}],"playbooks":[{"issue":"refund_request","summary":"The hotel sets the cancellation deadline shown at booking; advance purchase rates cannot be cancelled.","evidence":["confirmation number","cancellation deadline from the confirmation page","cancellation number","card statement"],"steps":[{"do":"Find the cancellation deadline on the confirmation; it varies by property."},{"do":"Cancel in your Choice Privileges account or on the \"manage reservations\" page with confirmation number and last name, or call reservations. Keep the cancellation number.","channel":"reservations-phone"},{"do":"If you are charged after cancelling on time, call Customer Relations and then send the customer service form with the cancellation number.","channel":"customer-service-form"},{"do":"If the refund is not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Every Choice reservation has a cancellation deadline that varies by property and is shown on the confirmation page before booking; advance purchase rate reservations cannot be modified or cancelled.","issues":["refund_request"],"source":"https://www.choicehotels.com/support/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"The cash portion of a Points Plus Cash booking is non-refundable; the points are re-deposited when the cancellation is within the hotel's deadline.","issues":["refund_request"],"source":"https://www.choicehotels.com/choice-privileges/faq","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Choice treats payments to the hotel as between you and the hotel; ask the hotel first, then Customer Relations.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Ask the front desk or hotel manager to correct the folio."},{"do":"If the hotel does not fix it, call Customer Relations and send the customer service form with the folio.","channel":"customer-service-form"},{"do":"Dispute the charge with your card issuer if it is not corrected."}],"facts":[{"kind":"policy","claim":"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.","issues":["billing_error","deposit_refund"],"source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"}]}],"facts":[{"kind":"fee","claim":"Choice Privileges rules say members are responsible for incidental charges and for any resort or other mandatory fees imposed by the hotel.","source":"https://www.choicehotels.com/choice-privileges/rules-regulations","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.choicehotels.com/choice-privileges/rules-regulations","last_verified":"2026-10-12"}],"known_blockers":["choicehotels.com timed out for automated fetches; the customer service form may need the person to submit it."],"official_domains":["choicehotels.com"]},"playbooks":{"refund_request":{"company":{"id":"choice-hotels","name":"Choice Hotels International","sector":"lodging","website":"https://www.choicehotels.com","account_url":"https://www.choicehotels.com/support"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"The hotel sets the cancellation deadline shown at booking; advance purchase rates cannot be cancelled.","evidence":["confirmation number","cancellation deadline from the confirmation page","cancellation number","card statement"],"steps":[{"do":"Find the cancellation deadline on the confirmation; it varies by property."},{"do":"Cancel in your Choice Privileges account or on the \"manage reservations\" page with confirmation number and last name, or call reservations. Keep the cancellation number.","channel":{"id":"reservations-phone","type":"phone","label":"Choice Hotels reservations (also cancels and changes reservations)","value":"+1-877-424-6423","hours":"24/7","purposes":["reservation_problem","refund_request"],"source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"}},{"do":"If you are charged after cancelling on time, call Customer Relations and then send the customer service form with the cancellation number.","channel":{"id":"customer-service-form","type":"web_form","label":"Choice Hotels customer service form","value":"https://www.choicehotels.com/support/customer-service-form","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"Choice support pages recommend the online form for faster service.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"}},{"do":"If the refund is not paid, dispute the charge with your card issuer."}],"channels":[{"id":"customer-relations-phone","type":"phone","label":"Choice Hotels Customer Relations","value":"+1-800-300-8800","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"The support page lists it as available 24/7; a Choice Privileges page lists 7 a.m. - 10 p.m. MST, 7 days a week. Hearing-impaired callers can use 711.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Choice Hotels reservations (also cancels and changes reservations)","value":"+1-877-424-6423","hours":"24/7","purposes":["reservation_problem","refund_request"],"source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"customer-service-form","type":"web_form","label":"Choice Hotels customer service form","value":"https://www.choicehotels.com/support/customer-service-form","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"Choice support pages recommend the online form for faster service.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"},{"id":"legal-notice-email","type":"email","label":"Choice legal notices (Dispute Notice before arbitration; Choice Privileges arbitration opt-out)","value":"legalnotices@choicehotels.com","notes":"The Terms of Use say to send the Dispute Notice by email here and by mail to the legal department.","source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"},{"id":"legal-notice-mail","type":"mail","label":"Choice legal department (Dispute Notice address)","value":"Choice Hotels International, Inc., ATTN Legal Department, 915 Meeting St Suite 600, North Bethesda, MD 20852","purposes":["billing_error","refund_request"],"source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Every Choice reservation has a cancellation deadline that varies by property and is shown on the confirmation page before booking; advance purchase rate reservations cannot be modified or cancelled.","issues":["refund_request"],"source":"https://www.choicehotels.com/support/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"The cash portion of a Points Plus Cash booking is non-refundable; the points are re-deposited when the cancellation is within the hotel's deadline.","issues":["refund_request"],"source":"https://www.choicehotels.com/choice-privileges/faq","last_verified":"2026-10-12"},{"kind":"fee","claim":"Choice Privileges rules say members are responsible for incidental charges and for any resort or other mandatory fees imposed by the hotel.","source":"https://www.choicehotels.com/choice-privileges/rules-regulations","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.choicehotels.com/choice-privileges/rules-regulations","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"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. 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Hearing-impaired callers can use 711.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-service-form","type":"web_form","label":"Choice Hotels customer service form","value":"https://www.choicehotels.com/support/customer-service-form","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"Choice support pages recommend the online form for faster service.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Signed Dispute Notice first, then 60 days of informal resolution, then individual JAMS arbitration.","channel":{"id":"legal-notice-mail","type":"mail","label":"Choice legal department (Dispute Notice address)","value":"Choice Hotels International, Inc., ATTN Legal Department, 915 Meeting St Suite 600, North Bethesda, MD 20852","purposes":["billing_error","refund_request"],"source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"}}],"known_blockers":["choicehotels.com timed out for automated fetches; the customer service form may need the person to submit it."],"security":{"official_domains":["choicehotels.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":12},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 12 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Choice's terms say most reservations are for properties owned and operated by franchisees, and that payments to a hotel are matters between the guest and the hotel. 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Values here come from choicehotels.com pages as shown in official-domain search results; the site timed out for direct fetches.","warnings":[]},"billing_error":{"company":{"id":"choice-hotels","name":"Choice Hotels International","sector":"lodging","website":"https://www.choicehotels.com","account_url":"https://www.choicehotels.com/support"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Choice treats payments to the hotel as between you and the hotel; ask the hotel first, then Customer Relations.","evidence":["folio","confirmation number","card statement"],"steps":[{"do":"Ask the front desk or hotel manager to correct the folio."},{"do":"If the hotel does not fix it, call Customer Relations and send the customer service form with the folio.","channel":{"id":"customer-service-form","type":"web_form","label":"Choice Hotels customer service form","value":"https://www.choicehotels.com/support/customer-service-form","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"Choice support pages recommend the online form for faster service.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"}},{"do":"Dispute the charge with your card issuer if it is not corrected."}],"channels":[{"id":"customer-relations-phone","type":"phone","label":"Choice Hotels Customer Relations","value":"+1-800-300-8800","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"The support page lists it as available 24/7; a Choice Privileges page lists 7 a.m. - 10 p.m. MST, 7 days a week. 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Hearing-impaired callers can use 711.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-service-form","type":"web_form","label":"Choice Hotels customer service form","value":"https://www.choicehotels.com/support/customer-service-form","purposes":["billing_error","refund_request","reservation_problem","poor_service","deposit_refund"],"notes":"Choice support pages recommend the online form for faster service.","source":"https://www.choicehotels.com/support/contact","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Signed Dispute Notice first, then 60 days of informal resolution, then individual JAMS arbitration.","channel":{"id":"legal-notice-mail","type":"mail","label":"Choice legal department (Dispute Notice address)","value":"Choice Hotels International, Inc., ATTN Legal Department, 915 Meeting St Suite 600, North Bethesda, MD 20852","purposes":["billing_error","refund_request"],"source":"https://www.choicehotels.com/legal/terms-of-use","last_verified":"2026-10-12"}}],"security":{"official_domains":["choicehotels.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":12},"verified_from":{"page":12},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 12 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"lodging","title":"Hotels and vacation rentals — how complaints work","last_verified":"2026-10-12","file":"guides/lodging.md","page":"https://escalate.alexgaoth.com/#/guides/lodging"}}