Choice Hotels will misrespresent their services, are unwilling to correct their mistakes and do not adequately accommodate disabled individuals. Silver Spring Maryland

This letter is to document a traumatic experience I had with Choice Hotels.  I voiced my complaint via phone call to the Customer Service Division and the company responded with callous consideration for my welfare as stated in the company’s letter I received June 22, 2018 from Taylor, Guest Services Specialist. My profile specifically states that my disability must be accommodated when a hotel is booked on my behalf.

I arrived at the Quality Inn Suites Hotel located at Midway Airport, 7353 S. Cicero Avenue, Chicago, Illinois 60629 on June 7, 2018 at 3:30 a.m. (EST). I expected to be booked until Friday, June 8, 2018.  I called the hotel and spoke to a young man around 11:00 p.m. Wednesday to inform them that I would be arriving later than expected.  He assured me that my room would be held and was guaranteed for two nights.  Upon my arrival after driving for over 14 hours, I discovered that the room was available for one night only and the hotel was fully occupied for the second evening.  I immediately called Choice Hotels to get assistance with my dilemma.  I was on the phone with the representative for three hours and the problem was not resolved.  She informed me that I would have to call back at 8:00 a.m. to resolve the problem.  I informed her that I was extremely tired and had not slept since waking up early Wednesday morning.  I went to bed at 6:00 a.m. and woke up at 8:30 a.m. to freshen up and get breakfast.

At 10:00 a.m. I called Choice Hotels again and spoke to “Stephanie”.  I remained on the phone with her for two hours.  After being placed on hold several times she informed me that there were no rooms available in that area and recommended that I stay at Margarita European Inn, a hotel in northern suburbs and over three hours from the graduation venue I needed to get to. I reminded her that I needed to be in a handicap accessible hotel with parking.  The hotel was booked.  It took me two hours to drive there and upon my arrival I discovered that there was no parking and the hotel was not handicapped accessible.  The hotel was equipped with an old elevator that required a porter to operate it.  There were no rooms available on the first floor.  The exits and entrances from where I had to enter were very narrow and difficult to access.  The stairs were stacked and difficult to climb.  I was not able to stay at the hotel.

Choice Hotels was called again and informed of the fiasco and serious dilemma I now faced.  I couldn’t stay at the hotel and I had to get back to the south side to attend the program that started at 6:00 p.m.  The manager at the Margarita European Inn realized my frustration and immediately called Choice Hotels to inform them of the serious error they made.  Choice Hotels sent me back to Quality Inn Suites at Midway Airport to a room on the 5th floor where there was no consideration or accommodations for my disability.  The room I checked out of earlier on the first floor was in a much better location for my disability.  It was now 3:45 p.m.  I had to drive immediately to the graduation and was not able to freshen up or change into proper attire.

It is obvious by the abuse and trauma that I once again suffered at the hands of the organization that they were not concerned for me as a disabled individual or for me as a human being. Animals often receive better treatment than the treatment they provided me. The staff demonstrated an egregious disregard for my disability. They even went as far as charging me twice for the abominable conditions that were not handicapped accessible. They charged my First Master Card $75.00 and after the charge was refused payment, they charged my second Bank Master Card $75.00 even though the second Bank Master Card was not attached to my account.  I am still waiting for them to refund the full amount of $75.00 that was misappropriated from my account. I did not request to stay at Margarita European Inn, a hotel that could not adequately accommodate my disability and I am not interested in receiving points for my cash payment. This will only place me in position to once again be abused by their staff. What they have done is tantamount to theft and fraud.

Further, I am also waiting for them to refund the full amount of $629.52 that I requested December 11, 2017 for the abuse and trauma I suffered by Comfort Inn Suites in Downers Grove, Illinois in November 2017. 

I would not recommend Choice Hotels as an option for hotel booking services.  They make promises that they don’t keep.  They are not dependable, will take unauthorized funds from your credit cards, and have no respect for disabled individuals.  I had two seriously bad experiences with Choice Hotels within seven months.