| Information |
Why it helps |
| Confirmation number |
Required to look up or change a reservation |
| Last name on reservation |
Required by Manage Reservations |
| Hotel name and location |
Needed for property-level billing or feedback |
| Arrival and departure dates |
Helps locate the stay |
| Choice Privileges number |
Needed for loyalty support, missing stay, and points issues |
| Folio or receipt |
Needed for billing, taxes, deposits, and incidental charges |
| Charge date and amount |
Helps investigate duplicate or unexpected charges |
| Cancellation deadline from confirmation |
Determines whether a fee applies |
| Screenshots or emails |
Useful for rate, booking, cancellation, or account issues |
| Privacy verification details |
Needed for personal-information requests |
If you booked through a third-party travel site, check that site first. Choice may still help with property details, but the third-party seller may control changes, refunds, or payment disputes.
Reservations, Cancellations, and Billing
Choice's Manage Reservations page says you can view or change reservations made at choicehotels.com or by phone with Choice Hotels. You need the confirmation number and last name on the reservation. If you have a Choice account, signing in can show all reservations tied to the account.
Cancellation rules can vary by reservation, rate, property, and booking channel. Choice announced in 2021 that new reservations would require cancellation at least 48 hours before scheduled arrival, but the exact deadline and penalty should always be checked on the current confirmation and rate terms.
For billing issues, use the online contact form or Customer Relations, but also contact the property when the charge is tied to a stay. Hotels often control folios, incidental holds, parking, pet fees, resort fees, and receipts.
Choice Privileges, Missing Points, and Missing Stays
For Choice Privileges issues, use the Choice Privileges Service Center at 888-770-6800 or the online contact form topic that matches the problem. The form includes missing points, missing stay, status match, account login, receipts, and combine accounts.
Choice Privileges FAQ says if a stay has not posted after 72 hours in the U.S. and Canada, sign in to your online account and use Report Missing Stay, or contact the Choice Service Center. It also says to allow 20 days after checkout for hotels in Europe, the Middle East, Mexico, Central America, Australasia, and the Caribbean.
Choice Privileges points expire if the account has no qualifying activity for 18 consecutive calendar months. Members can view statements and point-expiration information in the online account.
Language Assistance, Accessibility, and Privacy
Choice lists language assistance from 7 a.m.-7 p.m. MST, seven days a week. Spanish support is 866-291-9816, French support is 800-BO-REVES or 800-267-3837, and hearing-impaired support is 711.
For privacy questions or deletion requests, Choice's Privacy and Security Policy lists privacyinquiry@choicehotels.com and says Choice may ask for information to verify identity, such as name, address, phone number, email, and Choice Privileges account number if applicable.
Do not send full payment card numbers, government IDs, or sensitive personal documents through public messages or social media comments.
Use this script:
"I need help with a Choice Hotels issue. The hotel is [hotel name and city], the confirmation number is [number], the stay dates are [dates], and my Choice Privileges number is [number if relevant]. The issue is [reservation, cancellation, billing, receipt, missing stay, missing points, login, status match, language assistance, or privacy request]. Please confirm the correct department, the current status, and the next step in writing."
Helpful questions:
- "Was this booking made on choicehotels.com, by phone, at the hotel, or through a third-party site?"
- "Which cancellation deadline applies to this exact reservation?"
- "Can the property resend the folio or receipt?"
- "Is this a final charge or a temporary authorization hold?"
- "Has the stay posted to Choice Privileges yet?"
- "Should I use Report Missing Stay or the contact form?"
- "Can you provide a case number or written confirmation?"
