Frequently Asked Questions
Find answers to some of our most asked questions here.
COVID-19 Related FAQs
To better accommodate member needs during the pandemic, we’ve paused points forfeiture through December 31, 2020, giving Choice Privileges members more time to redeem their points and more flexibility to plan future travel.
Food and beverage options at our hotels may be limited or unavailable at this time. We apologize for any inconvenience this may cause.
Our new Commitment to Clean initiative builds on Choice Hotels' long-standing cleanliness protocols, and enhances the existing program with guidance developed in response to the pandemic, including recommendations related to deep cleaning, disinfecting, hygiene, and social distancing best practices and protocols. Choice Hotels’ Commitment to Clean incorporates industry leading advice on hygiene and infection prevention technologies and services; guidance from the World Health Organization; and the federal health department and the creation of our online Cleanliness Hub, we’re also providing Hotels with the latest resources, guidance and training. Every Choice hotel will designate a “Commitment to Clean Captain,” who will complete best-in-class cleanliness training and incorporate the new protocols at their hotel.
Choice Hotels
With more than 7,000 hotels in more than 40 countries and territories, we offer travelers a wide range of options. Our brands in Australia and New Zealand include the Ascend Hotel Collection, Clarion, Quality Hotels, Comfort Hotels, and Econo Lodge .
Visit our customer care page for a complete list of contact numbers.
Choice Privileges
About the program
The Choice Privileges program rewards members for staying at Choice Hotels. Members receive benefits such as exclusive rates on stays, express reservations and check-in, extended check-out upon request, Your Extras rewards, and points to use toward rewards like free nights. Learn more about the Choice Privileges program.
Sign up online, during your next stay at any Choice Hotels property or by calling member services at 1800 806 644 (AUS) or 0800 443 101 (NZ).
The Choice Privileges program is completely free and available to residents of the United States, U.S. Territories, Canada, Europe, the Middle East, Africa, Mexico, Central America, Asia-Pacific and the Caribbean.
The program is not available to residents of Belarus, Cuba, Democratic Republic of Congo, Iran, Liberia, Republic of Côte d'Ivoire, Sudan, Syria and Zimbabwe.
In addition to the Standard membership, there are three Elite membership levels for frequent guests. Click here for more information on the program's member levels.
Find program rules and regulations here.
Points
After signing up for Choice Privileges, you’ll begin earning points after your first paid stay with Choice Hotels.
You’ll earn Choice Privileges points each time you:
- Complete a qualifying stay at a Choice Hotels property
- Refer a friend
A qualifying stay is a stay at a participating hotel* that is eligible to earn Choice Privileges points. Most stays are eligible to earn Choice Privileges points EXCEPT:
- Rooms booked below certain rates
- Reward night stays
- Complimentary rooms
- Rooms paid for as part of a convention or meeting
- Rooms booked through a travel agent or third party online retailer including online travel agencies, wholesale packages, group tours
- Rooms booked using the employee discount or the friends, family and associate discount
You can find your points balance in your online profile. To check your balance online, sign in to your account. Once you’ve signed in, your points balance will appear at the top of the page, beneath your name, and in the “Status at a Glace” section.
You also can check your balance by using our mobile app, or by calling member services at 1800 806 644 (AUS) or 0800 443 101 (NZ).
View your statements by signing into your Choice Privileges account, then clicking on the "My Activity" link in the “My Account” dropdown menu. From here, use the dropdown menu under “Full-stay History” to select the statement period you’d like to view.
For hotel stays in the U.S. and Canada, please allow 72 hours after checkout for your points to post to your account. For hotels in Europe, the Middle East, Mexico, Central America, the Caribbean and Asia-Pacific, please allow 20 days after checkout for points to post.
If your stay hasn’t posted after the 72-hour (for U.S. or Canadian stays) or 20-day (for international stays) grace period, you can report it through your online account. Once you’ve signed in, navigate to the "Report Missing Stay" page. Here, you’ll find a link to complete the report form. You can also contact us at 1800 806 644 (AUS) or 0800 443 101 (NZ) for assistance.
You can apply for missing points up to 12 months after your stay date, if you were a member during your stay. New members can request points for stays they completed 30 days prior to their enrollment. For example, a member who joins on June 1 can receive credit for stays back to May 1 of the same year.
Airline-mile earners can use this form to report missing airline mile stays for up to 12 months after their flight, in accordance with each airline program.
You can redeem points on choicehotels.com, on the mobile app or by calling us at 1800 806 644 (AUS) or 0800 443 101 (NZ). Click here for a complete list of what you can purchase with Choice Privileges points.
All participating Choice Hotels properties reward members with 10 points per $1 spent. WoodSpring SuitesTM properties are not currently participating.
You must be a member of a participating frequent flyer program and abide by that program's rules and regulations to earn airline miles. You’ll also need to add the loyalty program as your earning preference in your Choice Privileges account. You can select this preference by signing in and going to your online profile page. Under the “Manage Loyalty Programs” section, click edit, then select your program from the “Add New Loyalty Program” dropdown menu.
At check-in, you’ll need to provide your frequent flyer number. The hotel guest’s name must match the frequent flyer membership name.
Point Forfeiture
If you are an active Choice Privileges member, your points will not expire. To maintain your active member status, you must complete at least one qualifying activity every 18 months, or your points will be forfeited.
To remain active in the program and keep your points, you must complete at least one of the following activities every 18 calendar months.
- Complete a qualifying stay (earning points or miles)
- Redeem your Choice Privileges points for free nights
- Buy points
- Refer a friend: You’ll receive points when the friend you referred enrolls in the Choice Privileges Rewards Program and completes a qualifying stay. The point forfeiture date will be based on the date the points post to your account, not the date of the referral.
Activities that do not qualify include stays that are not qualifying stays—rooms booked through third-party online retailers, complimentary rooms, rooms paid for as part of a convention or meeting, rooms booked for under 40 U.S. dollars or senior tours are all considered non-qualifying stays. Other non-qualifying activities include registering for promotions and gifting points. Gifting only counts as a qualifying activity for the member who receives the points, not the member who gives them.
Completing a qualifying activity keeps your points active for 18 months, from the first day of the month after your activity is completed through the last of the 18th month of inactivity at 12 a.m. PST. The completion date for the qualifying activity is based on when points post or are removed from your account.
You can view your point forfeiture date on your "My Account" page or on the mobile app .
Your Extras
With the Your Extras program, you’ll get a reward—such as airline miles when you check-in for a qualifying stay at a participating hotel that includes a weekday from Sunday to Thursday. WoodSpring SuitesTM locations and all-inclusive properties do not participate in the Your Extras program. You must opt-in to this program via your Choice Privileges account and select which Your Extras reward you’d like to receive prior to check-in.
To opt in, simply log in to your Choice Privileges account and select “Online Profile” from the “My Account” dropdown menu. Under the Your Extras section, click “edit” to make your selection, then save your changes.
To participate, you also must set your primary earning preference to Choice Privileges points in your online profile. If you’ve chosen to earn airline miles or Amtrak Guest Rewards instead of points, you won’t receive a Your Extras reward. To change your earning preference, go to your online profile page, and click “edit” under “Manage Loyalty Programs.”
Australia and New Zealand members have the option of earning 400 Choice Privileges bonus points or 100 airline miles (from participating airline carriers).
You earn one Your Extras reward per qualifying stay, regardless of the number of rooms, nights or check ins and check outs. You cannot check out and immediately check back in to the same hotel to earn an additional Your Extras reward.
Yes, you can earn a Your Extras benefit in addition to promotions and Elite bonuses.
Bonus points and airline miles rewards are available at all participating Choice Hotels' locations (WoodSpring SuitesTM properties are not currently participating)
Yes, you can change your preference as many times as you’d like.
You can view the number of Your Extras rewards you’ve earned on your “My Account” page. This is a cumulative total, not a balance. You also can view the reward associated with each past qualifying stay in your Choice Privileges points statement.
Managing Your Account
Sign in to your online profile and select “My Account” in the dropdown menu. From the “My Account” page, click “Online Profile.” On this page, simply click “Edit” under any section you’re looking to update.
To reset your username or password online, click Sign in/Join, then select “Forgot username/password” below the sign-in button. After you submit the form, instructions will be emailed to you. You can also contact member services at 1800 806 644 (AUS) or 0800 443 101 (NZ) for assistance.
To make a name change, you’ll need to provide legal documentation to the member services department. We’ll accept either of the following options:
- An old and new state- or federal-issued ID showing your old and new name. Accepted IDs include: driver’s license, passport, military ID, state-issued picture ID.
- An official court document showing your old and new name. Accepted documents include: marriage certificate, divorce decree or court-issued name-change order.
The documents can be emailed to this Email Address.
We use reCAPTCHA as a security feature. It’s designed to protect your account and Choice Privileges from automated “bots” attempting to create invalid accounts.
Contact us at 1800 806 644 (AUS) or 0800 443 101 (NZ). An agent will verify your identity and unlock your account. At this point, you’ll have the option to reset your password.
Reservations
When you book directly on ChoiceHotels.com or the mobile app, you’ll receive the lowest price, guaranteed. You can also book by calling the hotel reservations team at 1800 116 004 (AUS) or 0800 443 067 (NZ). After booking, record your confirmation number, and make sure to have it on hand during your trip.
Log in to your Choice Privileges account on ChoiceHotels.com or the mobile app to see or makes changes to your reservation. You can also call the reservations team at 1800 116 004 (AUS) or 0800 443 067 (NZ) to make changes on your behalf.
If your reservation is not attached to your Choice Privileges account, there are several other ways to review it. On the ChoiceHotels.com “manage reservations” page, search for your reservation using your confirmation number and your last name. If you do not have your confirmation number, call us at 1800 116 004 (AUS) or 0800 443 067 (NZ). The reservations team will use information such as your date of arrival, state and last name to find your reservation.
Cancellation policies vary based on your reservation, rate and the hotel you are booking. You can review this information on your check-out page, before confirming your reservation. If you’re not sure if you booked at a cancellable rate, please call 1800 116 004 (AUS) or 0800 443 067 (NZ) for assistance.
Log in to your Choice Privileges account on ChoiceHotels.com or on the mobile app to make changes to your reservation. Or, if your reservation isn’t attached to your Choice Privileges account, search for it on the “manage reservations” page using your confirmation number and your last name. You can then make the updates online. You can also call the reservations team at 1800 116 004 (AUS) or 0800 443 067 (NZ) for assistance.
Keep in mind that every reservation is subject to a cancellation deadline. This deadline varies by property and will display on your confirmation page prior to booking. Advanced purchase rate reservations cannot be modified or canceled.
If you submit a cancellation request, please record your cancellation number for your records.
Yes, your credit card is required to guarantee your room. When you reserve your room with a credit card, the room is held for you regardless of your arrival time. This means the hotel is required to hold your room for you until 7 a.m. on the day following your date of arrival. Your credit card information is protected according to requirements defined in the Payment Card Industry Data Security Standard.
Your credit card is not charged for your stay prior to your arrival unless the hotel has a prepayment or deposit requirement*. If there are any prepayment and deposit requirements for the hotel you’re booking, a warning will appear during the confirmation process.
If you’d prefer not to enter your credit card information online, please call the reservations center at 1800 116 004 (AUS) or 0800 443 067 (NZ).
*Credit Card policy varies by hotel. Some hotels may charge your credit card on arrival.
You can search ChoiceHotels.com, visit the Choice Hotels App, call the hotel or speak to a representative at 1800 116 004 (AUS) or 0800 443 067 (NZ) to discuss availability for specific room types and amenities.
This is the base rate available for the date you’ve entered for a specific hotel. Please note, rates are based upon availability and occupancy, and are not guaranteed until booked.
Simply book online at ChoiceHotels.com or the mobile app, call 1800 116 004 (AUS) or 0800 443 067 (NZ) or book by calling the property directly and we'll stand behind the rate with our Lowest Price Guarantee. If you happen to find a lower published price for the same date and terms on any other qualified online source, we'll not only match that rate—we'll also give U.S. residents a $50 Reward Card to spend any way you want. International guests will receive their first night free instead.
Please see the terms and conditions for more details on the “Lowest Price Guarantee” program.
You can request to use AAA when booking online and by phone. A valid AAA number is required to book and must be presented at check in.
If you’d like to pay for another guest’s hotel stay and will not be with them at the hotel at check-in, you can put the reservation under their name, using your credit card information to guarantee the room. Prior to check in, contact the hotel directly to request a credit card authorisation form. This form gives the hotel approval to use your card without you present. This is a security measure for both you and the hotel to ensure the request is valid.
At check in, you’ll need to present a government-issued ID and a credit card. The name on your identification and card must match the name under which the room was reserved.
Hotel Policies
Pet policy varies by hotel location. To see if a hotel accepts pets, please contact Customer Relations at 1800 075 707 (AUS), 0800 999 970 (NZ) or +61 3 9243 2486 (Other locations).
If there will only be one guest in the room, most hotels require you to be a minimum of 19 years of age to book. However, some hotels require guests to be 21 or older.
Please contact Reservations at 1800 116 004 (AUS), 0800 443 067 (NZ) with any questions about age restrictions.
Requirements may vary by hotel, and by location. For example, in Asia Pacific, up to two children 12 years and younger can stay free in a room with their parents or grandparents. If extra bedding is required, such as a rollaway or cot, charges may apply.
Please contact Reservations at 1800 116 004 (AUS), 0800 443 067 (NZ) for information on child policy.
Please contact your hotel directly for information on their child policy.
Your room is guaranteed with a valid form of payment until 7 a.m. the morning after your arrival date. This ensures the hotel is holding your room in case of a late arrival. However, if your credit or debit card does not have funds available to pay for the room, the room is subject to cancellation. If you’re going to arrive late to your reservation, please notify the hotel directly.
Early check-in requests are at the hotel’s discretion and based on availability. They also are subject to a surcharge.
Late check-out requests are at the hotel’s discretion and based on availability. They also are subject to a surcharge. Special consideration may be made for Elite Choice Privileges members requesting a late check-out time, but it isn’t guaranteed.
Lowest Price Guarantee
The Lowest Price Guarantee program makes it easy for you to find the best price available online. If you book on ChoiceHotels.com, and then find a lower, publicly available rate (for the same date and terms) on a qualified online source, simply submit a claim and we’ll match the lower rate. Plus, U.S. and Canada residents will get a $50 Reward Card (in USD or CAD respectively) after completing their stay, and Australia and New Zealand guests will receive their first night free.
Complete the claim form within 24 hours of booking, and a Choice Hotels service representative will contact you within 48 hours to confirm that the price you’ve found meets the Lowest Price Guarantee criteria.
Currently all Choice Hotels participate in the Lowest Price Guarantee program except for Ascend Hotel Collection properties in Las Vegas, NV that include a casino. If your claim is approved, we will match the price and give you a $50 reward card when you complete your stay (US and Canada residents only‡). For Australia and New Zealand residents, we will match the price for your stay and give you the first night free.
‡ Effective beginning June 30, 2018 for Canada residents staying in Canadian properties as well as all other international properties. Until June 30, per current program rules, Canada residents staying in Canadian properties as well as all other international properties (except the United States where they will receive the $50 card), will receive their first night free for approved claims.
We’re subject to the laws of the state of Maryland, where the Choice Hotels corporate offices operate.
We need to verify that the lower rate is available for the same dates and room type. Changing the reservation modifies that information, and we’ll no longer be able to guarantee the information is the same.
You must submit a claim within 24 hours of booking your reservation, and at least 48 hours prior to your date of arrival. This ensures we can find the lower rate you submitted, and have sufficient time to inform the hotel owner of the adjusted rate.
We limit the Lowest Price Guarantee to online reservations to keep the process simple and efficient for you and for our team.
Opaque websites are ones that aren’t clear about what you’re booking, often omitting the name of the hotel or the type of room you’re reserving. Websites that do not immediately confirm a reservation at the time of submission also are considered opaque. These websites are not eligible for the guarantee because we can’t confirm that the reservation will be for the same hotel or same room type, or that the reservation would be able to be processed through that website.
An auction website allows users to “bid” or “negotiate” for lower room rates with the website. These websites are not eligible for the guarantee because we can’t confirm that the lower rate is publicly available for anyone to reserve.
The Lowest Price Guarantee only matches the room rate. Most third-party websites’ terms and conditions state that the room rate is only for dual occupancy. This means the rate they are providing is for two people per room — charges for an additional person would still apply at the hotel. If the competing website you found states that the room rate includes extra person charges, please let us know by calling 1800 075 707 (AUS), 0800 999 970 (NZ).
If you have reserved the same room size and number of beds and the amenities match, it is probably the same room type.
Negotiated and membership rates do not qualify because those rates are not available to everyone. The only member-only rates that are eligible are Choice Privileges, senior and AAA rates.
A publicly available rate is any rate found on a website that does not require a membership/account or have any other requirement (including but not limited to age, government employment and military personnel) that makes it unavailable to any visitor.
A website that does not allow you to make the reservation on the internet would not qualify for the lowest rate guarantee.
After a claim has been approved, the booking is not transferable or changeable. The name on the booking must match the name on the guest’s photo ID at the time of check-in.
*WoodSpring SuitesTM locations and Ascend Hotel CollectionTM all-inclusive properties, among others, are not currently participating.