Econo Lodge Inn & Suites

Dear Revdex.comThank you for the opportunity to respond to this complaint As stated by Mr [redacted] , his wife made a guaranteed reservation with our hotelby phone on August 20, at 5:PM.She had called our hotel directly and requested to book a room for the Labor Day weekend, for arrival on September 3, for one night stay She was quoted the room rates for that one day stay and was explained and given all of the information including the cancellation policy She agreed with the terms and conditions of the reservation and provided us with all of her information including name, home address, telephone number along with her credit card number, expiration date and the three digit security code upon completion of the reservation, she was given a confirmation number (# [redacted] ) for her guaranteed reservation and was fully made aware that she had booked a room with our hotel for the Labor Day Weekend Prior to the end of the phone call, the reservation details were once again repeated to her and she was informed that if she needed to cancel or make any changes to the guaranteed reservation, to call the hotel back and give us either confirmation number or her last name and date of arrival and we would be able to locate the reservation This reservation was not made over the internet or a third party booking agency, but rather in person over the telephone, directly with the hotel We did not hear from her or her husband again.On September 3, 2017, Room # [redacted] was reserved and held overnight for them as per the guaranteed reservation Since we had not heard back from them, nor had they cancelled their guaranteed reservation, they were charged a one night room and taxes charge of $as a NO SHOW fee As I explained to Mr [redacted] , the hotel fulfilled their part of the agreement by holding a room vacant and overnight as per the guaranteed reservation The fact that all personal information including full credit card details were given for this reservation is validation that his wife knew she had booked and made a guaranteed reservation and was fully aware of the cancellation policy They neglected to cancel the reservation and now are complaining about being charged a no show fee because they did not upheld their part of the reservation agreement Since the hotel fulfill its portion of the guaranteed reservation by reserving and holding a room over night, NO REFUND is warranted or be given As you are aware, many people make phone reservations and are given a confirmation as proof of their guaranteed reservation If you should have any questions or require additional information, please contact me at the hotel at [redacted] Sincerely [redacted] ***Econo LodgeI spoke with the front desk clerk who took this reservation by phone and asked her if sheremembers sending an e-mail confirmation to the guest She stated that she remember gettingthe e-mail address and sending an e-mail confirmation right after completing the reservation.She assumed it went through because it did not bounce back with an error message and theguest never contacted us again that she had not receive it So most likely the e-mail confirmationwent to the "spam" box of the receipt's e-mail account If they had checked their spam box, they probably have seen the e-mail waiting for them there.Regardless of them getting the e-mail, when someone makes a reservation over the telephone, directly with a hotel and provides all of their credit card details to guarantee their reservation,it becomes their responsibility to ensure to cancel the reservation prior to the reservation cancellationdeadline If the guest did not receive her e-mail confirmation, then why did she not contact the hotel???She had booked her guaranteed reservation two weeks (8/20/17) prior to the arrival date (9/3/17) She had plenty of time to contact us to let us know that she had not received her e-mail We would have gladly resent it or tell her to look in her spam box for it and we would have reconfirmed that we areholding a guaranteed reservation for her for the Labor Day Holiday Weekend However she andher husband choose to do nothing and neglect their responsibility for this guaranteed reservation andnow they are complaining and blaming us for their mistake.Please add the above to my previous submitted response If you should have any questions orrequire additional information, please contact me at the hotel at [redacted] [redacted] ***

This hotel is now the Econo LodgeIt has the same address and phone number as what is listed for the Day's InnI was very disappointed with the roomThere were many things that were unsafe with this room I asked to be switched to a non-smoking room but was told there were no more rooms availableI opened the window to try to air out the roomThere was no screen on the (second floor) windowI tried to turn on the exhaust fan to air out the room betterThe exhaust fan didn't work, just made a humming soundThe fan was extremely dirty and stopped up with dirt and lentI tried to plug in my cell phone chargerThe pldidn't have a cover over it and was just hanging from the wallThe outside door didn't close all the way and had a big crack under it, so the sound a light came in from outside; not to mention whatever else could crawl under the 1/to 3/inch gap between the floor and the door I tried to find the ice machine about 10:p.mit was very dark outI was told that it was at the end of the other buildingIt was at the end, in a dark closet like area with no lighting and no walk way leading to itI got up the next morning to take my shower and blow dry my hairThe blow dryer had a frayed cord and caught on fire, the front desk was made aware of thisThey switched the blower dryer out later in the day with another oneIt appeared to be new, however it would not turn off and we had to unplug it to get it to turn offLater that day I asked for a different roomI was told that there were no more roomsI was also told that they had to open up some of there rooms that were being renovated to be able to accommodate the demand due to the visitors in town for the derby races Upon check out I explained my discontent with the room and the unsafe environment to the attendantHe told me he would refund my money but had to get it approved by the managerHe reported she would not be in until 10:that dayI called and tried to get in touch with the manager at that timeShe was not availableI have tried called two other times since then and still have not been able to get in touch with herThis was a very unsafe room and should have been condemned

Referring to your e-mail dated December 16, we would like to submit our explanation as follows: 1) On November 16, we received three reservations under the name of [redacted] (reservation number [redacted] , [redacted] and [redacted] ), arriving on 12/7/for one night (see attached)Since we do receive serval reservations booked under the same name all the time, three reservations made under [redacted] were not unusual 2) The guest did not make these reservations directly with our hotelThey were made through Choice Hotels’ reservation system 3) All three reservations were under the SAPRplan, which is an advanced purchase plan that offers significant savingsHowever, in return for the greater rate, the plan requires prepayment and a policy of absolutely no cancellations under any circumstancesOnce reservations are put into the system, the guest’s credit card is charged for the room and taxes 4) A few days later, we received a call from Mr [redacted] demanding the cancellation of two of the reservationsUnder the SAPRplan, we were not obliged to accommodate his demandHowever, we tried to work with himEven though no cancellation is allowed under the advanced purchase rate plan, sometimes unexpected things do happen and we do allow cancellation under our discretionHowever, it costs us money each time to charge/refund the credit cardWe also pay franchise fees for reservations that come through Choice Hotels’ reservation centerIf we allow guests to cancel, we have costs that we cannot recover and thus we built in a $administration fee per room cancellation for such casesWe explained this to Mr [redacted] and told him that we will cancel both reservations and refund the prepayments he made while only charging a single $feeMr [redacted] refusedHe only wanted to pay $and when we told him we stand by our fee amount/policy, he threatened to file chargebacks with his bank 5) We discussed this issue with the Choice Hotels’ reservation center and decide that we would go ahead and cancel two of the reservations and refund the money with no additional fee, in consideration of good customer relationsOn November 23, we cancelled the reservations and refunded Mr [redacted] ’s credit card 6) We do not know what happened with the reservations, whether it was an error made by Choice Hotels’ reservation system or a mistake made by the guestThe one thing that is certain is that our hotel did not make any errors, and that we tried our best to work with the guest to resolve the problem 7) Even though we did not have to, we cancelled two of the reservations and refunded the money to himWe feel it is unjustified that he asks for the remaining reservation to be cancelled as well and money refunded to him 8) Please note that the guest actually checked in on December and stayed for a night, under his one remaining reservation We hope the above answers/explains the circumstances involving the complaints filed by Mr [redacted] If you have questions or need further information, please contact usYou can also email us at [email protected] Sincerely, Econolodge Inn & Suites [redacted] Bellingham, WA

Company states that will be refunding the money as they will not be disputing the charges by the credit card company

Company states that they refunded the consumer's money

Initial Business Response /* (1000, 8, 2015/10/20) */
When the guest comes in there is a pre authorization this does not come off until they check outWe are unable to remove thisThe only way to avoid this is to pay in advance and there is no pre authorization thenI do not feel we owe him
interest on something we cannot change
Thank you
***

I spoke with the front desk clerk who took this reservation by phone and asked her if sheremembers sending an e-mail confirmation to the guest She stated that she remember gettingthe e-mail address and sending an e-mail confirmation right after completing the reservation.She assumed it went through because it did not bounce back with an error message and theguest never contacted us again that she had not receive it So most likely the e-mail confirmationwent to the "spam" box of the receipt's e-mail account If they had checked their spam box, they probably have seen the e-mail waiting for them there.Regardless of them getting the e-mail, when someone makes a reservation over the telephone, directly with a hotel and provides all of their credit card details to guarantee their reservation,it becomes their responsibility to ensure to cancel the reservation prior to the reservation cancellationdeadline If the guest did not receive her e-mail confirmation, then why did she not contact the hotel???She had booked her guaranteed reservation two weeks (8/20/17) prior to the arrival date (9/3/17) She had plenty of time to contact us to let us know that she had not received her e-mail We would have gladly resent it or tell her to look in her spam box for it and we would have reconfirmed that we areholding a guaranteed reservation for her for the Labor Day Holiday Weekend However she andher husband choose to do nothing and neglect their responsibility for this guaranteed reservation andnow they are complaining and blaming us for their mistake.Please add the above to my previous submitted response If you should have any questions orrequire additional information, please contact me at the hotel at *** ***.*** ***
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I booked at a hotel through booking.com I went yesterday morning to checkin the man that the desk was rude told me he didnt see my reservation in so I told him to cancel the reservation ill go somewhere elseI was charged for a room I didnt stay at I called them still was being rude to me about the situation.they told me since I went through a third party I need to contact them.I then called booking.com they told me it was nothing they can do since econolodge charged my card so I needed to call themI called my card they told me I needed a statement saying I dint stay there I went back to the hotel he said there is nothing they can give me I have him on video the whole conversation.then they even gave another man deposit to someone else they told the both of us to come back in talk to the head man
Product_Or_Service: booked a room

I am sorry, but there is no further response required from our hotel As we explained previously, we take many reservations by telephone We always go over the details of the reservation and give a confirmation number As previously stated, we held a room overnight as per the guaranteed reservation Since the guest choose to be a no show, the given credit card was charged a no show fee

Good Morning, We show you spoke with our rep [redacted] on 11/25 either via email or phone and the RMA information was generated and emailed.  The email it was sent to was [redacted].  We apologize if the email was not received.  We will resend the information through...

Revdex.com and also email it again directly.  Once the part is received a full refund will be issued.  We again apologize if you did not receive the information requested and will make sure to email you once the part is received and credit is issued.  If you have any additional concerns please contact us at [redacted] and speak with [redacted].  Have a great day!Hi,Re: order #: [redacted]part #: [redacted]Thank you for contacting our cus[redacted]er service department. Please return the part(s) to the following address. Make sure to package the remote properly with padding and strong packaging tape. We are not responsible for items lost in the mail due to ripped or opened packages. Thank you!KeylessRide ReturnsRMA #[redacted]
[redacted]Regards,KeylessRide Customer ServiceTell us why here...

Referring to your e-mail dated December 16, we would like to submit our explanation as follows:
1)      On November 16, we received three reservations under the name of [redacted] (reservation number [redacted], [redacted] and [redacted]), arriving on 12/7/15 for one...

night (see attached). Since we do receive serval reservations booked under the same name all the time, three reservations made under [redacted] were not unusual.
2)      The guest did not make these reservations directly with our hotel. They were made through Choice Hotels’ reservation system.
3)      All three reservations were under the SAPR2 plan, which is an advanced purchase plan that offers significant savings. However, in return for the greater rate, the plan requires prepayment and a policy of absolutely no cancellations under any circumstances. Once reservations are put into the system, the guest’s credit card is charged for the room and taxes.
4)      A few days later, we received a call from Mr. [redacted] demanding the cancellation of two of the reservations. Under the SAPR2 plan, we were not obliged to accommodate his demand. However, we tried to work with him. Even though no cancellation is allowed under the advanced purchase rate plan, sometimes unexpected things do happen and we do allow cancellation under our discretion. However, it costs us money each time to charge/refund the credit card. We also pay franchise fees for reservations that come through Choice Hotels’ reservation center. If we allow guests to cancel, we have costs that we cannot recover and thus we built in a $25 administration fee per room cancellation for such cases. We explained this to Mr. [redacted] and told him that we will cancel both reservations and refund the prepayments he made while only charging a single $25 fee. Mr. [redacted] refused. He only wanted to pay $12.50 and when we told him we stand by our fee amount/policy, he threatened to file chargebacks with his bank.
5)      We discussed this issue with the Choice Hotels’ reservation center and decide that we would go ahead and cancel two of the reservations and refund the money with no additional fee, in consideration of good customer relations. On November 23, we cancelled the reservations and refunded Mr. [redacted]’s credit card.
6)      We do not know what happened with the reservations, whether it was an error made by Choice Hotels’ reservation system or a mistake made by the guest. The one thing that is certain is that our hotel did not make any errors, and that we tried our best to work with the guest to resolve the problem.
7)      Even though we did not have to, we cancelled two of the reservations and refunded the money to him. We feel it is unjustified that he asks for the remaining reservation to be cancelled as well and money refunded to him.
8)      Please note that the guest actually checked in on December 7 and stayed for a night, under his one remaining reservation.
We hope the above answers/explains the circumstances involving the complaints filed by Mr. [redacted].
If you have questions or need further information, please contact us. You can also email us at [email protected].
Sincerely,
Econolodge Inn & Suites
[redacted]
Bellingham, WA 98225

Dear Revdex.comThank you for the opportunity to respond to this complaint.  As stated by Mr. [redacted], his wife made a guaranteed reservation with our hotelby phone on August 20, 2017 at 5:01 PM.She had called our hotel directly and requested to book a room for the Labor Day weekend, for arrival on...

September 3, 2017 for one night stay.  She was quoted the room rates for that one day stay and was explained and given all of the information including the cancellation policy.  She agreed with the terms and conditions of the reservation and provided us with all of her information including name, home address, telephone number along with her credit card number, expiration date and the three digit security code.  upon completion of the reservation, she was given a confirmation number (#[redacted]) for her guaranteed reservation and was fully made aware that she had booked a room with our hotel for the Labor Day Weekend.  Prior to the end of the phone call, the reservation details were once again repeated to her and she was informed that if she needed to cancel or make any changes to the guaranteed reservation, to call the hotel back and give us either confirmation number or her last name and date of arrival and we would be able to locate the reservation.  This reservation was not made over the internet or a third party booking agency, but rather in person over the telephone, directly with the hotel.  We did not hear from her or her husband again.On September 3, 2017, Room #[redacted] was reserved and held overnight for them as per the guaranteed reservation.  Since we had not heard back from them, nor had they cancelled their guaranteed reservation, they were charged a one night room and taxes charge of $137.40 as a NO SHOW fee.  As I explained to Mr. [redacted], the hotel fulfilled their part of the agreement by holding a room vacant and overnight as per the guaranteed reservation.  The fact that all personal information including full credit card details were given for this reservation is validation that his wife knew she had booked and made a guaranteed reservation and was fully aware of the cancellation policy.  They neglected to cancel the reservation and now are complaining about being charged a no show fee because they did not upheld their part of the reservation agreement.  Since the hotel fulfill its portion of the guaranteed reservation by reserving and holding a room over night, NO REFUND is warranted or be given.  As you are aware, many people make phone reservations and are given a confirmation as proof of their guaranteed reservation.   If you should have any questions or require additional information, please contact me at the hotel at [redacted]. Sincerely[redacted]Econo LodgeI spoke with the front desk clerk who took this reservation by phone and asked her if sheremembers sending an e-mail confirmation to the guest.  She stated that she remember gettingthe e-mail address and sending an e-mail confirmation right after completing the reservation.She assumed it went through because it did not bounce back with an error message and theguest never contacted us again that she had not receive it.  So most likely the e-mail confirmationwent to the "spam" box of the receipt's e-mail account.  If they had checked their spam box, they probably have seen the e-mail waiting for them there.Regardless of them getting the e-mail, when someone makes a reservation over the telephone, directly with a hotel and provides all of their credit card details to guarantee their reservation,it becomes their responsibility to ensure to cancel the reservation prior to the reservation cancellationdeadline.  If the guest did not receive her e-mail confirmation, then why did she not contact the hotel???She had booked her guaranteed reservation two weeks (8/20/17) prior to the arrival date (9/3/17).  She had plenty of time to contact us to let us know that she had not received her e-mail.  We would have gladly resent it or tell her to look in her spam box for it and we would have reconfirmed that we areholding a guaranteed reservation for her for the Labor Day Holiday Weekend.  However she andher husband choose to do nothing and neglect their responsibility for this guaranteed reservation andnow they are complaining and blaming us for their mistake.Please add the above to my previous submitted response.  If you should have any questions orrequire additional information, please contact me at the hotel at [redacted].[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update...

it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Tamara [redacted]

This hotel is now the Econo Lodge. It has the same address and phone number as what is listed for the Day's Inn. I was very disappointed with the room. There were many things that were unsafe with this room. I asked to be switched to a non-smoking room but was told there were no more rooms available. I opened the window to try to air out the room. There was no screen on the (second floor) window. I tried to turn on the exhaust fan to air out the room better. The exhaust fan didn't work, just made a humming sound. The fan was extremely dirty and stopped up with dirt and lent. I tried to plug in my cell phone charger. The plug-in didn't have a cover over it and was just hanging from the wall. The outside door didn't close all the way and had a big crack under it, so the sound a light came in from outside; not to mention whatever else could crawl under the 1/2 to 3/4 inch gap between the floor and the door. I tried to find the ice machine about 10:00 p.m. it was very dark out. I was told that it was at the end of the other building. It was at the end, in a dark closet like area with no lighting and no walk way leading to it. I got up the next morning to take my shower and blow dry my hair. The blow dryer had a frayed cord and caught on fire, the front desk was made aware of this. They switched the blower dryer out later in the day with another one. It appeared to be new, however it would not turn off and we had to unplug it to get it to turn off. Later that day I asked for a different room. I was told that there were no more rooms. I was also told that they had to open up some of there rooms that were being renovated to be able to accommodate the demand due to the visitors in town for the derby races. Upon check out I explained my discontent with the room and the unsafe environment to the attendant. He told me he would refund my money but had to get it approved by the manager. He reported she would not be in until 10:30 that day. I called and tried to get in touch with the manager at that time. She was not available. I have tried called two other times since then and still have not been able to get in touch with her. This was a very unsafe room and should have been condemned.

I am rejecting this response because: [redacted] must believe everyone other than himself is dumb.. We checked every single email box into which it could have possibly gone.. suprise, no email. This is another lie from [redacted] and his hotel staff.. First lie was that when I called the front desk, the staff claimed they would give him my msg.. he claim he got no msg.. second lie was that despite me being charged he tried convincing me that in reality he was really the one getting screwed in all this.. still trying to figure that one out..

Company states that will be refunding the money as they will not be disputing the charges by the credit card company.

Final Consumer Response /* (2000, 10, 2015/07/06) */
The hotel already released the funds back to my credit card. Thank you so much.

Review: My husband booked the Econo Lodge in Yuba City, CA for two nights. When we checked in we explained the room was only needed the first night because we had a funeral the next day and would be leaving. This would be over a 24 hour cancelation notice. We were told by the employee we would only be charged for the one night and they would apply the Military/Veterans discount, which came to $8 off the $69 room charge (total of $71 with the fees and taxes). The discount was not printed on the receipt, but the front desk said it would come out of my card that way. The charge on my card was $143.00. The room was gross and the hallways smelt so bad of sewer stench and pot. I went to the front desk to get an extra blanket and sheets for the pull-away couch. No one was there and I used the phone on the counter to call whoever was working and nobody answered. I went back to my room and called two more times, without success. Eventually I did get a hold of an employee around 9 pm and they said they would find sheets, because they didnt have blankets, and bring it to the room. No one ever showed up. Which Im not too sad about because the sheets and towels had a bad smell to them and were rough and crunchy. There were drug deals going on in the parking lot. Several people were sitting on the curbs selling drugs the entire time we were there. We were even approached to buy drugs. One of the times I was leaving the motel, I saw the front desk employee outside hanging out and laughing with the drug dealers. When checking out of the motel the next morning at 10am, I was told the manager, [redacted] was not there and he was the only person who could refund. I was told they would give him the message about us only staying one night, we were given his name and number [redacted]) and told to call on sometime 9:30-3:30 to get my refund. I have attempted calling [redacted] multiple times, 4 or more, since we stayed on September 26, 2015. I have spoken to the front desk staff who only reiterate that I need to speak with the manager because he is the only person to refund the money. Each time Ive called, Ive left a message with my name, number and the dates I stayed (and did not stay). It is now October 8, 2015 and I have NOT heard from the manager or anyone else from the business. Im hoping this complaint will assist in, not only helping me to get my refund, but to also investigate the motel for scamming their customers and for the illegal traffic in which the motel may be involved with.Desired Settlement: I was originally told the room, per night was $69, but told the Military/Veterans discount would be applied, which came to $8 off the $69 room charge. The charge on my card was $143.00, which was for two nights. I want a refund for the second night and I want the first night adjusted with the discount. I'm not sure what this would come to with the adjustment and then taxed, but I want a refund from Econo Lodge.

Review: yes I purchased a night there at the Econolodge and the next day my son had made a mess of chips on the floor and I asked me if she wanted me to clean it up and I pick up the room before I left and they charged me a cleaning fee of $150 I could not believe it I am still shocked and very upset about it and it upsets me more is I just spent a month over a month and a half in this motelDesired Settlement: it was ridiculous that they charged me I want my full refund back for the hundred fifty dollars and I will be satisfied and I would really also like my refund back for the night that I spent there but I'm not going to go there

Business

Response:

Guest was charged a $150.00 fee for smoking in a non smoking room. We are non smoking hotel and all our rooms are non smoking. The registration card signed by the guest clearly states that we non smoking and any smoking in the room will result in a fee.

Review: I paid for a room at Econo lodge in Yuba City for $60 in cash on August 25, 2015. Once I entered the room (room 313), I immediately saw cockroaches crawling across the dresser. I went downstairs to get a refund. Apparently there are no cash refunds. I did not stay at Econo lodge that night. The next day I called Jay Dillon in Sacramento, who is the manager for this hotel. He told me I would be refunded within 5 business days. It is now November and he will not return my phone calls. I still have not received any refund. I paid $60 for a dirty, roach-infested room that I didn't even spend more than 30 minutes in.Desired Settlement: This Econo lodge would benefit from new management. [redacted] is not helpful at all. I would appreciate my $60 returned to me.