I stayed in a Quality Inn in London Kentucky and contacted them after being injured (their fault) to get my points returned. They sent me to Choice Privileges customer service, who promptly told me I had to get the hotel to do this. No win circle. Finally got a helpful GM who told me to make Choice get on the phone with the hotel (while I'm on hold with Choice) and he would make sure it got worked out. It did get worked out...after two hours on the phone. Never been a part of a program where the point giver (Choice) is so terribly uncooperative and misinformed. They even had a problem identifying the night I stayed as the Choice agent indicated there was an error in their system regarding the date..... Two hours lost trying to get a few points back....hate to think what it is going to be like getting the insurance company for the hotel to pay for my medical bills!