Choice Privileges - Warning about booking Preferred Hotels through Choice Privileges

I wanted to share my experience booking a Preferred hotel through Choice Hotels, using Choice Privileges points. I know this topic has been discussed before, but I want to share my story and the ultimate outcome from Choice Hotels, as it was not a pleasant experience.

I was in Mexico with my wife over the Christmas holidays and had a car, so we stayed in a few different spots over 8 nights. On Christmas Eve and Christmas night we had a reservation we made through Choice Privileges at the Now Sapphire Riviera Cancun.

Upon arriving at the Now Sapphire on December 24th, I checked in and saw that my reservation showed a charge of $400 plus per night. When I informed the front desk that my reservation was made using Choice Privileges points and showed her my reservation confirmation, the front desk agent told me she had know idea what I was talking about and that I had to pay for the room out of pocket.

I then asked to speak to a supervisor and he too came over and informed me that he had know idea what I was talking about and that I was going to pay the full charge for the room, as I was within the cancellation period. At this point they had already taken the information from my american express card as well, as the agent asked for it as I was initially checking in. When I told the supervisor that I was not paying for the room as I already used points for it, he told me that I was paying it, he didnt care and if I had a problem with that, he was calling the police.

Not a fun situation to be in, when you are in Mexico. So, I told them I was going to contact Choice Privileges to see if they can help out.

Not wanting to pay the $860 and having already spent 100,000 on the room there for two nights. I then called Choice Privileges from my cell phone long distance. I informed the agent what was happening and was put on hold for a very long time while she researched to see what she could do. After about a 45 minute wait, the agent told me she was able to get someone to fax over a confirmation again to the hotel to show them I was using points and didn't have to pay.

45 minutes after that and after some more back and forth, the fax shows up at the hotel front desk. Only after I call again to Choice Privileges and have them send it again. However, the front desk agents again say this is not proof that my room is paid for and that I still need to pay for the room.

At this point, I call Choice Privileges again and after another 30 minutes of waiting for them to figure out what to do, they agree that someone will call the hotel directly and tell them that I should not be charged for the room as it is booked on points.

So, I again go to the front desk and wait for them to call. Mind you also, that this is Christmas eve and the front desk is a mess with people checking in. Finally, the call comes through and I hear the conversation as I do speak broken Spanish and when the agent hangs up they finally tell me, you are still not getting the room for free.

At that point, I call Choice Privileges again, who tells me that I should just leave the hotel. They tell me as I am on the phone, they will refund my 100k points and to call them when I get back to the US and they will compensate me for the whole situation, since on top of all of this, I now have to find a last minute place to stay on Christmas eve and Christmas night in the Mayan Riviera (not cheap).

After a little bit more of back and forth, the front desk agrees to give me back my initial credit card slip for deposit (that is how holds are done in Mexico), only because I think they are tired of me at this point and I get in the car and leave with my wife.

We luckily did have the car and were able to find a place to stay for the two nights. But it was an incredibly stressful and not fun experience.

Now, when I get back to the US, I call choice privileges who refers me to their customer relations department. They ask me to send them a copy of the receipt from the two nights I paid for last minute and I do all that.

Finally, today I am told by Choice Hotels that I did receive back my 100,000 points and that was all that they could do for me. In fact, a supervisor even tried to tell me that that hotel was no longer with Choice Hotels, so they could not do anything for me. To which I tried to explain the Preferred Hotels affiliation and using Choice Points for these hotels.

Anyway, in the end, Choice Hotels told me that I should be happy to get my points back for a hotel I did not stay at. I asked if there was something that could be done, so this horrible experience would not happen to others and they basically could not care less.

So, just a word of warning for anyone looking at booking Preferred Hotels through Choice Hotels. It seems like this is a relationship that is not exactly understood by all parties.

Choice Privileges has no teeth to enforce their program. Properties are allowed to do pretty much whatever they want. I can only imagine it's much worse with Preferred Hotels.

Fortunately I haven't had anything like this happen, but what has happened now has me listing Choice as my LAST Choice when booking rooms. I feel I am pretty well versed in how hotel programs work. I'm scared to think what happens to the less informed. :(

Yes, I will add that I am a pretty seasoned traveler as well and I have never dealt with an issue like this.

I liked using Choice points in Europe last summer, but I have plenty of other options as well. I just cleared out 200k worth of Choice points today and sent them to Southwest today.

Quite incredible story...
In such situation, if the hotel had charged anything on your CC, I hope you were able to contest the charge...

Quite incredible story...
In such situation, if the hotel had charged anything on your CC, I hope you were able to contest the charge...

If the hotel tells you up front that they are going to charge you and you stay anyway, you have no grounds to contest the charge. Now if they tried to claim a no-show and bill you, that would be a totally different matter. And I would press the issue even if it was after the cancellation deadline. Effectively, they changed the terms upon your arrivial and must give you a chance to accept or refuse.

Yes, I had no intentions of staying at the hotel since they not only changed the terms of the original reservation, but also threatened us while were there, as they new we could not much of anything about it.

In the end, I left and I didn't get charged.

The whole point of posting the story on my end is two share the experience in case any one else was thinking about booking a preferred hotel stay in this area.

And also to inform everyone of how Choice treats it members. Not that it means much, but I am a platinum with Choice and higher with other chains as well and know when I see a company who does not handle their business and Choice is at the top of the list for me now.

Choice Privileges has no teeth to enforce their program. Properties are allowed to do pretty much whatever they want. I can only imagine it's much worse with Preferred Hotels.
Actually, I'd say it's much much worse iwth Preferred Hotels.

Within Choice's system, the reward reservations are done the same way as paid central reservations. A hotel cannot handle central paid reservations if they cannot handle reward reservations. The only time it's been a tiny bit touchy for me has been in Choice Scandinavia (which is actually in a parallel program called Chioce Club, not direclty in Choice Priveleges), but because they have Choice Club, every front desk agent understands at least the concept of an awards stay. But generally this only results in slight delays (until the right person, who comes in later, can look at my reservation).

But Preferred Hotels does not have a points program of its own! So chances are that many front desk clerks have no clue what a reward reservation is! At many Preferred properties, it's possible that most of the front desk clerks have never seen a guest registered for a rewards stay, it's that rare.

But if Preferred reservations through Choice work like Choice reservations through Choice (in that no credit card needs to be given at reservation time), I would recommend one simple change of procedure could insulate you somewhat: Don't hand over a credit card until you verify that it's for incidentals only and that they acknowledge that you room is paid for in points (or otherwise prepaid, in case that's how they see it).

That one slight change of procedure wouldn't have gotten the OP that hotel for the night, but also wouldn't gotten the scare of being charged $800+. It would have come down to a more common and simple case of "hotel can't find reservation" (which of course isn't great, but OTOH isn't as bad as what happened).

I mention all this because, once you factor this in, Choice does have a big advantage over some other programs, in particular Piorirty Club. When you book a room as a rewards night with Priority Club, there's hazy language saying that your credit card will be charged the going rate if you don't show up (but nowhere does it explain what the going rate is!). And that's exactly what happens: If for some reason you're no-show at Priority Club, your points aren't used, instead you're billed at the rack rate of the hotel, however high that may be! That's scary, you book a hotel which you can't afford on points because you can't afford it, and then if something happens, you just paid for what you can't afford! :eek:

I much prefer the Choice scenario, where if you don't show up at all, you simply lose the points, but owe not a single penny.

I thus am not sure that I see the wisdom of bailing on Choice Priveleges simply because Preferred reservations may not always work well (unless, of course, the only reason you participate in Choice Privieleges is to redeem at Preferred).

The grass always seems greener on the other side of the hill...

(I keep seeing this pattern. First people think that Choice has the worst expiration policy, only because they haven't heard about WyndhamRewards' expiration policy. Now people think that Choice rewards reservations are dangerous, whereas it's actually Priority Club reservations which are much more dangerous IMHO.)

Sdsearch Thanks for the response. Choice did actually request for a credit card to confirm this stay when I booked it over the phone.

And I did show up to my reservation, so the Priority Club example is a bit of a stretch. If you don't think there is anything wrong with my experience above, then that's your call. Like I said, I am not dealing with this sort of situation again and I didn't appreciate the response of Choice. I have too many options out there to worry about a company who can't figure out what they are offering.

I appreciate the communication of this problem and hope Choice ends up resolving the matter appropriately. I certainly wouldn't want to end up in such a situation if I can at all help it.

Don't Choice point bookings for Preferred Hotels ordinarily end up resulting in some kind of voucher being sent directly (via fax or email) to the Preferred Hotel property itself (in much the same manner as used by some large online travel agencies and consolidators for prepaid hotel bookings)?

If so, then perhaps asking Choice Hotels to send the voucher copy to the reserving guest as well might be a sort of risk mitigation strategy.

So far, the only problems I've had with redeeming Choice points for hotel properties that are a redemption option are as follows: when using my Choice (US) points for some same-day Choice hotel properties in the Nordic/Scandinavian and Baltic regions. Even then I usually don't have a problem, although on at least one occasion there was a quite substantial mess-up for a late night check-in in Kalmar, Sweden where the hotel staff was more or less useless to quasi-confrontational (never encountered such a thing before at any hotel) until they realized I was not just showing up there with no possibility to get things worked out around them. [I ended up in a much lower standard of room then what I had booked (awful view and furthest point from anything), something which is not usually a problem I've encountered with Choice Hotels anywhere -- as what I book using points with them is generally what I get with very, very rare exception.]

I have seen various confirmations that state no shows will be billed for one night's stay. Some will take the points some will bill $'s. Every reservation has required a CC to confirm the booking. The biggest difference would be the charge will show as a swipe if you actually show up and they swipe the card vs. not if it is a no show billing.

Hotels are getting real bad with bogus "extra" charges like resort fees and the such. I'm not surprised to hear one go for the ultimate money grab in denying a point stay and insisting on cash for the stay upon arrival. That's one of the most vulnerable times while traveling. Glad to hear the OP was able to thwart this move and found other accommodations.

My bet is Choice will do no more than just return the points (and watch your account for months later so they don't disappear again). They don't seem to have any power over a property since they are all independently owned and operated. I'm sure most properties will not notice much difference in their bookings if they left the Choice program. Just like they won't miss me leaving them behind.

Every reservation has required a CC to confirm the booking.
No. I recently made a reservation online using Choice points for an upcoming stay in Comfort Inn & Suites Downtown in Chicago. I was confirmed without any question about credit card ever being asked. I am very aware of this, as this was during a time I was trying meet spend requirements on a couple cards, and wasn't sure which card I would want to be using by the time of that stay. But I didn't have to choose which card to confim with, since I didn't have to give any credit card number.

And this is the guarantee policy on my reservation:

Guarantee Policy

Your room will be held until 7:00 AM the morning following your scheduled arrival date. If you do not arrive and do not cancel your reservation by the cancellation deadline, you will lose your points for 2 night's stay.

It's clearly saying that it's my points, not my money, that I'll forfeit if I don't cancel in time.

Now, I don't remember if that's the case when booking Choice Scandinavian properties, I don't remember if that's the case when booking with Choice points over the phone, and I don't remember whether that's always been the case with Choice points reservations booked online. But it's certainly the case right now with Choice redemptions within the US at least.

Now, I don't remember if that's the case when booking Choice Scandinavian properties, I don't remember if that's the case when booking with Choice points over the phone, and I don't remember whether that's always been the case with Choice points reservations booked online. But it's certainly the case right now with Choice redemptions within the US at least.

I've had hundreds of redemption nights at Choice Scandinavian properties using Choice US points in recent years, and I've not had to provide Choice US a credit card at time of booking. Nor have the Choice Scandinavian properties demanded a credit/debit or other bank card. [The stays are ordinarily guaranteed by the points until 7 a.m. check-in the next morning.] And at check-in most of the Choice Scandinavian properties don't even ask me for any bank card (nor even ID) when staying on a point reservation.] In other words, neither Choice US nor Choice properties in Scandinavia have any way to charge my bank cards in the event that I no show on a points booking -- I merely lose the points if I no show on an award reservation in the region's Choice properties.

I've had hundreds of redemption nights at Choice Scandinavian properties using Choice US points in recent years, and I've not had to provide Choice US a credit card at time of booking. Nor have the Choice Scandinavian properties demanded a credit/debit or other bank card. ...

I stand corrected. I only did two stays at Choice all of last year, and those were paid stays. I just tried booking a point stay and it did not ask for a CC and stated points would be lost if I was a No Show.

Still dismayed at the lack of power of Choice being able to actually get the properties to follow program rules, but I guess that will be pretty much the same for most the independent chains, Best Western, Wyndham, and the such. As they say, you get what you pay for...

I stand corrected. I only did two stays at Choice all of last year, and those were paid stays. I just tried booking a point stay and it did not ask for a CC and stated points would be lost if I was a No Show.

Still dismayed at the lack of power of Choice being able to actually get the properties to follow program rules, but I guess that will be pretty much the same for most the independent chains, Best Western, Wyndham, and the such. As they say, you get what you pay for...

With Choice points being used for Choice hotels, I get substantially way more than what I paid for .... Stellar returns for me.

Choice hotels has somewhat limited influence over the separate operation that is Preferred Hotels & Resorts, so I can understand how this kind of situation could get somewhat beyond their timely control.

I say all of this while fully empathizing with the OP's situation which I find to be a major disappointment too. If anything, this blunder of an outcome just reaffirms my use of Choice US points for Choice hotel redemptions rather than for Preferred Hotels & Resort bookings. The returns from the program are too great for me to ditch it, even in the aftermath of such a mess up involving Choice points and Preferred Hotels & Resorts.

With Choice points being used for Choice hotels, I get substantially way more than what I paid for .... Stellar returns for me....

As the FT mantra goes: YMMV

But for me, Choice has failed too many times to continue giving them money. I've had properties refuse an upgrade as a Diamond to a downstairs room, called CP and told I have to work that out with the property. I've had a property post a stay on the wrong date and they denied points for the actual stay on that night. I've had a property delay posting a stay and told they had seven days to post, once the seven days were up I was told they had 30 days to post.

I don't even want to go into the details of a hooker trying to follow me into a room...

Three strikes (and a really foul ball!) and they are out (and I'm not counting minor issues).

Enjoy your stays and I hope you don't have the problems I've encountered.

As the FT mantra goes: YMMV


Oh, indeed. After five nights in Rome and Milan for 8k points a night, 2 nights in a suite in New Orleans for 12k points a night, and a variety of paid-for comfortable motel stays across the U.S., I'm glad that my Choice experience hasn't been yours.

One thing about Choice: as far as I can see, status is meaningless. When I stay at Hilton, as a Gold I get free breakfast, free wifi. Those are free to anyone at most Choice properties. Sure, I got an upgrade to a suite at the Hilton Molino Stucky in Venice as a Gold, but I was able to reserve a suite for points for the same price as a regular room at the Quality Inn in New Orleans.

Maybe I've been lucky in my choice (sorry) of properties to visit, or perhaps my standards are dreadfully low. One thing I've learned from this thread, though, is to not think about staying at Preferred Hotels. The OP's situation was not something I'd like to be put in.

For reward nights at Choice properties (including Scandinavia) the no-show penalty is point forfeiture (as specified in the confirmation).

For reward nights at Preferred Hotels, the hotels are supposed to invoice Preferred Hotels for the room rate and tax. The rate plan description from my last reservation is "Rate Plan : Choice Privileges
Choice Privileges Award Rate, Info to Hotel Room and tax billed to Preferred"

Somewhere I have a PDF with more information on this process. I'll see if I can dig it up.

Unfortunately, this was clearly mishandled by Choice. The best course of action (in hindsight) likely would have been to stay at the hotel and then work out with Preferred/Choice the billing later.

Unfortunately, this was clearly mishandled by Choice. The best course of action (in hindsight) likely would have been to stay at the hotel and then work out with Preferred/Choice the billing later.

However I can understand the OP, when you are threatened to be billed 800$ you think twice before saying "ok let's go"...

One thing I've learned from this thread, though, is to not think about staying at Preferred Hotels. The OP's situation was not something I'd like to be put in.I've had three experiences with Preferred hotels through Choice:

1. 2006 - booked two nights at Plaza on the River in London. No problem booking them through Choice. Got called very late at night (I was staying at a Motel 6 at the time :)) from the UK - guy told me that had put in all XX's in the credit card field, and he needed a valid number. I gave it to him.

We showed up - the desk guy seemed a little confused, but he quickly found the res and that was that.

2. 2008 - made a res for the parents of another guy at a posh hotel in Paris. Apparently they checked in without incident.

3. 2009 - Got nights for my kids at the Fitzwilliam and the Portmarnock in Dublin. They showed up with nothing but a confirmation and their native Irish charm. Again, no problems at all.

So ... my experiences have been quite positive. But, after reading this thread, I suppose I'll make sure by calling/emailng the hotel in advance just to verify.

If they ever put them on sale again, that is.

If anything, this is more of a Mexico deal. I had an experience with a Best Western in the Yucatan where I had booked a first night at a hotel, another in the bush, then a third night back in the first hotel. After seeing what we were paying for at the first night's hotel (too much $ for dirty rooms) after the first stay I canceled the second stay upon checkout. Everything went slick, got a cancellation number and even wrote down the clerk's name who typed it all into the computer.

Needless to say, upon return home I was charged for the night, and the hotel was shameless, denying that the cancellation number was valid and that they even had an employee by the name of the person who helped me.

Best Western was useless (it's a franchise....we can't intervene) and I had to fight for the money by contesting the charge thru the credit card for NINE months! (Hardest $60 I ever earned, calls every month-- I would have just paid the false charge had I any idea how hard it would all be to contest it), but I did win in the end. And then I canceled the credit card.

Moral of the story: Never make reservations in Mexico, just show up an bargain on site with cash.

With Choice points being used for Choice hotels, I get substantially way more than what I paid for .... Stellar returns for me.

As the FT mantra goes: YMMV

But for me, Choice has failed too many times to continue giving them money. I've had properties refuse an upgrade as a Diamond to a downstairs room, called CP and told I have to work that out with the property. I've had a property post a stay on the wrong date and they denied points for the actual stay on that night. I've had a property delay posting a stay and told they had seven days to post, once the seven days were up I was told they had 30 days to post.
You could read what you're quoting before you decide to reply it! :)

GUWonder was talking solely about Choice points being used for Choice hotels. Ie, reward reservations.

There are no denied points for reward reservations. There are no delayed postings for reward reservations. So two of three issues you bring up can't exist for reward reservations!

Which leaves upgrades. And, like it or not, those of us who frequent the lower-end programs (Choice and Best Western) that have elite levels (WyndhamRewards doesn't) know that in both programs "upgrades" are about as common as winning lotteries. Someone wins lotteries, so it's not impossible. :) But Choice and Best Western elite status work better if you expect nothing, and are then happy if occasionally you get something. The main perk of Choice status IMHO is not the in-hotel perks (which are nebulous at best), but the greater booking window and the improved terms on promos (such as eliminating booking restrictions and loosening or removing caps). The main perk of Best Western status IMHO is not the in-hotel perks (which for the most part are limited to a welcome amenity or 250 points, but good luck on geting even these consistently!), but the improved terms on promos for elites (like loossening caps).

I know that it is easy to say afterwards, but OP should have used his/her credit to pay for the accommodation and sort everything out when back home.

In response to holtju2

I don't want to keep chiming in too much on this thread, as I was the original poster.

But given the fact that Choice hotels told me when I got back, that essentially they did not have anything to do with that hotel and would not take any responsibility for their actions, I think choosing to stay there would not have been a smart move at all, unless I really did want to pay the $400 plus a night.

Based on choice's response, I am sure they would have probably just offered me my points back. Plus, as I mentioned, I travel a lot, I travel in different countries and I am pretty laid back. But I am not staying at a place that is going to threaten my safety essentially.

In the end, this isn't saying that Choice hotels has issues with their award stays, but I think this shows a major weakness in the programs overall setup and a lack of care in the preferred hotel partner stays.