Econo Lodge

To Whom it May Concern:Thank you for taking the time to reach the hotel regarding this customer service issue. At the Econolodge Moonlight Beach, we take guest satisfaction and complaints very seriously as we seek to continuously improve our operations per our guests' needs.Regarding the noise...

complaints, our staff walks the corridors at night and if there is noise, we call the guest. The guest stated in the complaint that the noise continued for several days, when her stay was only for four days. Our housekeeping is careful that there are no molds in the bathrooms and they notify the maintenance who takes care of it. We have pest control and certainly, we do not have roaches. All the complaints are unfounded and certainly if the hotel was such an undesirable place, the guest could have stayed only one night and left to find alternative accommodation.This complaint seems about reimbursement for the higher rates during Labor Day weekend (Friday night), which they agreed to pay and stay.Yours sincerely,[redacted] General Manager

I've called the guest and this issue has been resolved. We've apologized and agreed to refund him fully. He has also agreed to take his complaint back. Hope this will be resolved on your end as well. If there...

are any questions or concerns, please feel free to contact me.

November 9, 2017[redacted]Dear Ms. [redacted]:We received your statement of problem addressed to the Revdex.com regarding your stay beginning on October 2, 2017. As I understand, there was a problem with the room you were initially...

assigned to. You were then provided with another room, which by all accounts was satisfactory. You stayed two additional nights with no indications of further problem.We apologize for the inconvenience of having to move to another room. I am enclosing a check in the amount of $57.72 payable to your order. This represents a daily rate of $52.00 plus $5.72 in taxes.We are unable to issue further refund as we know of no further issues. The room was used by you and your guest for two further nights when you had the opportunity to check out after the first night and seek lodging elsewhere.Again our apologies, our supervisor’s offer for a free night still remains open for 6 months, however, it is not valid during special event weekends. Please check with the front desk for availability and bring a copy of this letter with you as the offer is non-transferable. Best wishes for a nice holiday season.Very truly yours,Dusan B[redacted]

Owner rude and unprofessional.I booked my room through Choice Hotels and received an email confirmation of 4/5 people and a rollaway. We checked in and went to our room and realized that there was no rollaway so we IMMEDIATELY went downstairs to request one. The owner stated that the room was too small for a rollaway and he didn't have any others available. We said we had a confirmation. He said OK but we would have to move the furniture which we agreed to do since he brought the bed. A few minutes later he informed us it would be a 15.00 charge for the rollaway to which we informed him that was not mentioned in the email and attempted to show it to him and he refused to look at. He informed us we would have to call Choice Hotels so we removed our stuff from the room and contacted them requesting a room that would accommodate our family. Choice Hotels informed us that the owner would have to check us out first so we could receive our points back and obtain a new room. We requested the owner check us out and his first response was that he had no one to clean the room and that our teenagers were not children and we were too many. We had the Choice Hotels rep call him and request to be checked out and the owner stated to the rep that we had been there for 2 hours (it was about 30 min) and he could not check us out. We went back inside and requested that he check us out and he refused and requested we leave. We left and went to [redacted] parking lot where we called Choice Hotels complaint department and requested a refund of our points so we could obtain a room to accommodate our family and they contacted the hotel who refused to check us out and informed us our rollaway was available for the 15.00, even after we were asked to leave. We did not go back there and the owner never checked us out and the points were deducted from the Choice Hotels account.

Review: I checked into the Econo Lodge in Clearfield, PA last evening 11/2/15. I left shortly after arriving due to the despicable condition of the room. Upon first arriving at the hotel there was a drunk male in the lobby. This is very inappropriate especially in front of my 10 year old son. Then we were assigned a room only to have the clerk come to us while unpacking and say she assigned us to the wrong room and would need to change this. When we walked to the new room there was garbage strewn on the floor in the hall. In the room half of the lighting didn't work, it hadn't been vacuumed, it smelled bad, the comforter had cigarette burns, and there were several large insects on the ceiling and walls. The timer in the bathroom was loose, the bathtub was disgusting, mirror was dirty, receptacles in the room were missing covers, wires behind the tv and fridge were frayed, a light was missing in the bathroom, and the alarm clock was knocked back behind the night stand. As a veteran of the United States Marine Corps I have traveled to a lot of different places and stayed on a lot of hotels. I have never seen any this bad. Because my son was with me and he happens to be autistic, I did not want to complain at the front desk and/or cause a scene because these things upset him. We simply sought out another hotel for the night, however, I would like a refund of my $76.29 paid for this stay and wanted to make others aware of the conditions in this facility. I have contacted staff at the hotel front desk with no resolution. I also contacted Choice Hotels which is the corporate customer relations for this hotel. I was told I could be given points towards abother hotel stay but no refund. Why would I want to stay again at a hotel this bad? I simply would like a refund of the 76.29 for my night that I didn't even stay.Desired Settlement: Refund of 76.29 for my room charge and pet deposit

Review: Hello my name is [redacted] and I have recent states for 2 nights in one of your hotels. I spend 2 night at 2310 Indian Hills Rd Colonial Heights (Virginia), VA 23834, United States of America. I also booked 2 other rooms for 2 other people due to a family vacation we were having just 4 miles away. That is a total of 3 room we had for 2 nights. I was extemely disfatisfied with the conditions of the hotel. We didn't have enough towels, the pillows were flat the breakfast was a very poor selection and you were watched like a hawk when you tried to eat this "free continental breakfast" . Not to mention the coffee tastes old, my son was yelled at for not making waffels the correct way and was told to use plastic forks for a hot waffel skillet. We spent 2 nights , I was not able to get another room because I already paid and that was the only money I had. The iron did not work in my aunt's room. Her door wouldn't close properly and when checking in she was rushed, mind you We just drove 5 hours from Pennsylvania and the arrived at 12:30 am with 3 children. They were exhausted. It was not welcoming. The pool was dirty and when asked if it would be opened /cleaned for memorial day they said no it would and they couldn't tell us when. Our room was not cleaned after the 1st night we went to beach to come back and have no towels and the beds not made or anything. I called down to the desk and the lady said she will tell house keeping. I waited 30 minutes and had to go down and get towels. 4 people and only 2 towels were given, no wash rags no large towels 2 medium size towels. When I asked for more she said she couldn't give me anymore. The customer service was poor the exterior looked like a cheap motel and I was not happy. I would like my money back for all 3 of my rooms. I have. Stayed in econo lodge hotels before and was treated wonderful, that is why I had booked it at this econo lodge. I will NEVER EVER EVER come to any of your hotels again. My family travels a lotDesired Settlement: I would like my full refund back on all 3 room that I paid for!

Business

Response:

Dear [redacted],Thank you for taking the time to provide feedback regarding your recent stay at Econo Lodge.First, allow me to apologize on behalf of our hotel for failing to meet your expectations regarding the housekeeping on your recent visit. I must state that Memorial Day weekend is a very busy weekend (one of our busiest weekends) and the amount of rooms we had to turnover for the next day’s reservations caused a delay in the availability of linen and the ability of the housekeepers to get to stay-over rooms during the day. From the response, I also understand that there were five people in the room while the reservation was booked for two people. In the event that there are more people in the room than the reservation is made for, we would like to be informed so that we can be proactive in handling any potential issues before the guest’s arrival. The guest can also let us know at check-in how many people are in the room so that we can try to accommodate the guest in a best way possible.We are also of the understanding that there were three rooms reserved, but we are uncertain as to there being issues with the other two rooms as we do not know which rooms those were. The rooms were not under your name and we did not receive complaints from other rooms so we do apologize if there were incidents for complaint, but we did not receive them at the front desk at the time.I have shared the feedback with housekeeping department to ensure we handle these types of situations differently in the future. I have also shared this feedback with our front desk and management to make sure we make the customer service experience better for you and our guests in the future. Again, thank you for your time and valuable feedback. We sincerely appreciate it and hope you will give us another chance to provide you with great service and accommodations on your next visit to Colonial Heights.Kind regards,Property CHIGeneral ManagerEconolodge804-520-1010

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: At check in. They charged an additional $21.60 the woman owner told me that it was due to the drought. Four people use more water. No other hotel on our trip has charged more tgan what we booked for. This day in age it is easy to find rooms for the price we want to pay.this motel knows its late (12:am) so they take advantage of traveling that late.there attitude is pay it or GO! the husband says to folks. We have paid for four guests every where we have gone..as a matter of fact this hotel was advertise for $60.double of course when I enter 4 it went up to $70.and that ok. We are traveling with two daughters one of which is [redacted] .so when we checked in after traveling 427 miles. She really needed to get her on a bed. We were at the mercy of that hotel.they kniw its late and harder to get a room.I had made that reservation early knowing we would be in that area. I feel they try to make up the difference they have to pay in commission to those hotel web site we RSVP .I would have left if not for my daughter issue's. I looked up the same room again that night and could book it for the $70. For four guests no mention of additional cost for water..or anything else.Desired Settlement: Refund the 21.60 they charged extra.

Business

Response:

[redacted] stay at our hotel in July 24 2015. They made res. from expedia.comReseration say only one person to check in. Guest stay 4 person in room. So, my fds. charge each person. We charge each person each day 12.00 plus tax. But fsd charge $10 person so, have 2 person $20 + tax.Total $21.60 totalGuest agreed today for guest and they pay with Visa card. We save a copy of C.C. receipt and pay card.So, check this matters. Please.Thanks[redacted]8-11-2015

Review: stayed with the hotel for less than 5 hours, the cielings have mold everywhere, blood on the pillows, bed and pillows brown from age and filth. asked front desk for a reimbersment of the stay, was told they dont do returns. called customer service, they told me the location is responciable for refunding my stay, and they would help me form a formal complain ( which the rep WAS helpful in doing that ) I called the hotel 3 times and each time the manager answered I polietely said my name and was immidetly hung up on every time. the lady ( pam ) who kept answering apologized and was kind, said she would call me back and never did, nor did they answer my calls I made the rest of the day.Desired Settlement: all I wanted was my money back to pay for the hotel I ended up having to go to because of the disgusting conditions

Business

Response:

Good after noon

Review: After booking three rooms at Econo Lodge for my wedding party, our first guest checked in the day before the rest of my guests and said it was absolutely filthy and inhabitable.

They left immediately and I cancelled my other reservations right away.

They said that my "Day before" cancellation no longer applied, because check in was a few hours ago.

They hung up on my two times and told me they had already taken care of my billing so I should stop calling.

Terrible TERRIBLE service.

Charged for a room I never was in.

Lost money on my wedding day to a hotel NO ONE should stay in.Desired Settlement: I would love to get my money back from this hotel that we NEVER stayed at.

I doubt they would ever give me my deposit back, even though I cancelled the day before.

They don't deserve a dime from any customer.

Review: My primary complaint is regarding the fact that the hotel debited my account 4 times unnecessarily. On 6/**/13 I called and held 4 rooms using my VISA debit card only after asking the front desk attendant and them assuring me that my card would not be charged for the rooms. I explained to that attendant ([redacted]) that my family members needing the rooms would pay for their rooms when we arrived. Upon arrival on 6/**/13 my family members paid cash for their rooms and used their individual credit cards for the security hold of $50 that the hotel stated they would hold until our check out. The hotel in turn debited my VISA debit account (the room rate of $100 plus tax and the $50 security hold totaling $161.63) for 2 of the rooms (we occupied 3 rooms; one room we didn't need) that was paid for with cash. Per my bank I had to have the hotel fax my bank authorizations to release my funds. During my stay one of the charges $161.63 was credited to my account but the other $161.63 wasn't because the hotel sent the wrong authorization number. By the time I discovered this it was too late to have it taken care of that day because it was Friday evening and that department at my bank (Card Services) was closed. The correct authorization was still faxed on Friday, 6/**/13 but it couldn't be processed by my bank until Monday. On Monday 7/*/13 upon their receiving the Friday fax of the correct auth # for the second $161.63 charge it was credited on Monday, 7/*/13. Due to the chaos involved during my check-in the general manager authorized for me to pay for my individual room when I checked out, eliminating my security hold. However, my last day there I paid for my room with cash, $111.63 because I didn't want them utilizing my card for anything else. Also, I only had to pay for one night due to an ordeal I experienced after returning to the hotel from one of my aunts funeral. I found one of the housekeepers using my toilet in my room. The housekeeper never apologized and was in fact rude about it stating, "I only had to pee." She refused to leave when I asked her to and a heated argument ensued between us. She never washed her hands and the towels she left were wet. Continuing with the unauthorized charges, after I paid cash for my room on 6/**/13 totaling $111.63, shortly after checking out I checked my account and 2 deductions for $111.63 were withdrawn from my balance. Due to it being the weekend once again I was forced to have to wait until Monday 7/*/13. Being in contact with my bank and the hotel, authorizations were faxed from the hotel to my bank on 7/*/13 regarding the two $111.63 charges now. One was credited on 7/*/13 but the bank once again received the wrong auth # for the other charge. When I called the hotel to inform them that they sent the wrong authorization and I gave them the correct auth # the bank stated they needed from them. The attendant [redacted] took the correct auth # from me and stated he would give it to his general manager [redacted] to fax to my bank. I waited more than the 2 hour allotted time my bank needed before calling and when I had to call them back to verify what they received they informed me that it was the wrong auth # again from the hotel. I called the hotel back and spoke with [redacted] again and I immediately asked to speak with [redacted] and he stated that she was gone for the day and that there wasn't another manager there. I asked him why wasn't the correct number submitted in the fax that I had given him earlier when I'd spoken with him to relay the fact that my bank got the wrong auth # on this second $111.63 charge. He stated that he had the general manager refax the authorization but that they couldn't use a number I pulled from the sky that's different from the number they show. I told him that was the number the bank gave me to give to them and that when this happened while I was at the hotel with one of the $161.63 charges I was able to make the change on the copy of the authorization sheet I had and [redacted] authorized the attendant [redacted] to fax it to my bank. I asked him why he couldn't do the same thing and he said he would need to be on a conference call with my bank in order to make the change. He said that he didn't have the capability there to do a conference call. He further stated that I was no different than any other guest that they have to hold funds for and that I just needed to wait. I told him that my card should have never been charged at all considering the payment methods made during check in as well as the information herein. He proceeded to tell me that there was nothing he could do, he needed to go and that I would have to wait til morning and talk with [redacted]; only general managers can fax authorizations he said. His customer service was awful and this is not the first time I was told that there wasn't a manager on duty. I was told the same thing when the issue happened with the housekeeper that evening and again that morning. I now have to wait another day for them to send over the correct auth # because [redacted] claims that he is not authorized to fax authorization requests. He also stated that he did not give the manager the correct auth # earlier because they can't accept auth #'s that are different from what's in their system. In the meantime, $111.63 of my money is not available for me to use. I have been inconvenienced beyond words and this has been the worse experience I have ever had with a hotel. The general manager never apologized to me my entire stay at the hotel. After I contacted the corporate office and they contacted her, when I called her to verify if she sent the fax, she stated that she did fax it and for the first time apologized for how long it has taken to have all of my money refunded. The halls of the two story hotel don't have air conditioning. There is no ventilation in the bathrooms and the overall customer service was poor. One attendant [redacted], was the only employee that was consistently nice, compassionate and apologetic my entire stay and even after when I called over the weekend. This hotel needs to be held accountable for withholding funds without reasonable cause. This situation has caused me extreme stress mentally, emotionally which in turn has been a wear on me physically.Desired Settlement: VISA debit card to be refunded no later than tomorrow 7/*/13. It would be appreciated to receive a sincere apology from the general manager as well as those employees that were rude and unprofessional, but I know from dealing with them these past few days, that will not happen because they aren't willing to take responsibility for their actions nor have they shown any compassion or regard for the fact that my stay there was as a result of me attending my aunts funeral. In addition to my refund, I would like to see and/or know that this hotel has been fined or held accountable in some way for their poor customer service and fraudulent payment processes.

Business

Response:

I received your review of our hotel during your recent stay. I would like to extend my apologies for failing in our effort to provide a wonderfully memorable stay. We strive to provide the finest in service and accommodations and I am sorry we did not provide that service from the beginning to the end of your stay.

I don't ever like to hear how we've fallen short during a guest's stay but I appreciate any constructive criticism that helps us to improve each and every guest’s stay.

I will bring your comments to the attention of the staff member who created your reservation, in particular and the rest of the staff for a general retraining. Credit Cards/Debit Cards are required to guarantee all reservations and are authorized prior to all guest arrivals Once your stay is completed and payment has been received ,authorization is released. There is proper signage at the front desk explaining this as well.

I do apologize for the actions of one of my staff members. Using a guest bathroom is not acceptable employee conduct. Please know we have taken this as an opportunity to retrain this employee so that this does not happen to future guests.

I hope you will join us again in the future and find the service improved.

Thank you.

General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Customer service was horrific from the night clerk as well as the general manager [redacted]l.Night clerk was rude and unprofessional, hanging up on me, after asking him a simple question after he was slurring his words. Called several hours later since GM could not return the phone call, and completely took the side of his staff, NEVER once offering an apology, or even a discount off my room rate. Room itself was dated and dirty, popcorn ceiling was bubbling and falling off in spots, bathroom filthy; if I could have stayed someplace else for my short stayover prior to my early morning flight the next day. I would have.Desired Settlement: Requesting a full refund or a substantial amount back.

Consumer

Response:

At this time, I have been contacted directly by Econo Lodge regarding complaint ID 10330482, however my complaint has NOT been resolved because:

[Your Answer Here]I received an email which was NOT heart felt at all, with a phony apology; I replied back one again asking for a partial refund, which I have yet to hear back from.

Sincerely,

Review: I checked in to the econolodge at a weekly rate. On my weekly receipt there is no mention of charges related to the safe that was in my room, On the master receipt that I asked for it says I was charged a dollar a day for a safe that didn't even work. As well as an unexplained $11 charge that had nothing to do with the price of my room. The so-called verification code I was given to confirm my stay with choice privileges also appears to be fake as it has been well over 72 hour and I am told it is not valid on the the website for the corporate owner choice hotels. I am under the impression that the hotel gave me the wrong information because I was a weekly rate. Econo Lodge claimed that the verification number was my Account number on the receipt but as far as I know they didn't actually give me the code to verify my stay with choice hotels rewards program.Desired Settlement: I wish to be refunded the money I am owed. As well as be given a working code so I may verify with choice hotels (whom I do not have a complaint against) that I stayed at an affiliate so they may allocate my points properly.

Business

Response:

Good morning

Review: We reserved a room in the Econolodge September 4-8th. We were traveling to Milwaukee to work at the Indian Summer Festival and needed a room for those nights. Upon check in at approximately 1230am we noticed an odd smell. However it was late and we needed to get some sleep because we had to work the next morning. Once we pulled our blankets back we realized the comforter on our bed was covered in multiple urine stains. I took the blanket to the front desk, showed It to the night clerk and requested a new one and mentioned the awful smell. she walked back to the room with me where she stated they had a woman stay in one of the rooms and her two cats sprayed and they've been working on getting the smell out. She said they would be able to move us to another room due to the bathroom floor being dirty, a hair tie on the door [redacted] a [redacted] on the air conditioner being broken and the smell. We were only moved a couple rooms down so the smell did not go away however the room was much cleaner. The following day we went to our new room, again around 1230am after we finished work and the same disgusting filthy blanket with urine stains ended up on our new bed in our new room. 2 separate rooms, yet we got the same blanket two nights in a row when this comforter should have been discarded. Again my husband and I went down to the front desk and talked to the gentlemen and requested new blankets, the managers name and number. he provided those things and said the manager would be in the following morning at 830. We went down to speak with him the next morning at that time. He basically disregarded the entire thing, offered no help and no empathy whatsoever. My husband and I were furious and did not want to cause a scene so we went back to our room to talk. When we reached our room our card did not work to enter. So we went back up the front desk where the manager said he had already checked us out. not once in our conversation with him did we say anything about wanting to check out but clearly he did not want us there anymore so took it upon himself to check us out. This left us to find a new hotel at the last minute for two additional nights even though all of our money was tied up into our room at the econolodge due to booking through a 3rd party. When we got home a couple days later I contacted the manager at econolodge and requested a refund for our two night stay due to all the inconveniences as well as filthy conditions. He said I had to get my refund through the third party I booked with. I contacted the third party and they said econolodge had to refund them so they could refund me. my third party then contacted him directly to settle the issue and he told them that everything I said was a lie and that due to this he was refusing to refund my stay. I let my third party know that I would be calling their corporate office to file a complaint because it was not a lie and I had photos to prove what I said. I contacted their corporate office and am waiting for the manager to respond within the 72 hours.Desired Settlement: I wish to be refunded for the two night stay we had there due to the urine covered blankets, non working air conditioner, hair tie on the door [redacted] dirty bathroom, horrible smell and poor customer service on behalf of the manager. As well as the fact he checked us out of our room without our consent causing us to relocate all of our belongings last minute. I know for certain we will be refunded the two nights we did not stay but I also want a refund for the two nights we were there which comes to a total of $266.79

Business

Response:

Business states that the consumer has been refunded and the issue is resolved.

Review: I booked a room at this hotel, which is now named The Roadway Inn, for Sunday night and was to check out Monday morning. I did let them know that it was going to be a late check in because I was coming from Binghamton and then had to be in Manhattan right away. The man I spoke to said this was ok. I arrived at the hotel very early Monday morning after leaving the city and the man at the front desk said I did not have a reservation. Basically they lost my reservation and didn't see me in their system. I was practically scolded by the man at the front desk for not showing up earlier as well. Needless to say, I had to leave and spend almost 200 dollars more on another hotel. After my stay at the hotel down the road, I checked my credit card statement and noticed I was charged full price for the room anyway! I called them and disputed the charge, but they said they can only give me 50 percent off because they charge for the room anyway. I do not feel like this is completely resolved and I definitely do not feel like this is a legal practice. I have done late check ins before without any problem. This practice takes advantage of customers, especially because they were informed that I was going to arrive very late. Because I didn't stay there and was basically turned away, I should not be charged anything and should get a full refund. I am almost positive that somebody accidentally booked my room to someone else and just tried to cover it up.Desired Settlement: I would like a full refund. I did not stay there and was basically kicked out even though I HAD a reservation that should have been honored.

Business

Response:

I made this reservation for [redacted] for wednesday 11/**/15 not for 11/** as he mentioned in the complaint. He was explained about cancellation policy till 4 pm wedensday 11/**. This was explained to him very precisely because he called at 3.pm on wednesday to make reservation & only one hour left for the cancellation deadline.He came on sunday to check in that too very late when hotel was sold out & his wednesday reservation was already went to no-show status. he mentioned that he saw the no-show charge on his account when he checked in to another hotel on sunday, the fact is hotel took a hold on his credit card on wednesday & charged him a no-show next day. why he didn't called on thursday, friday or saturday to dispute the charge. Yes he did called & spoke to me on tuesday 11/** that he showed up very late & we could not find his reservation. I explained him again about cancellation policy, since he was not happy I offered him 50% refund to which he agreed & we did it immediately to his credit card. As you know, when guests use a credit card to make a reservation, we agree not to re-sell the room pending their anticipated arrival. In this case, his reserved room was held throughout the night as stipulated by the guarantee policy. Of course, mistake of this nature are made from time to time. Since we value each & every guest & practice best business policy at our hotel, we will also reversed 50% of no-show charge to your used credit card.

Review: I've been staying here at the Amelia Inn & Suites for two weeks, and have paid everyday since being here. Last night, Feb 22, 2016, I was informed that I would have to checkout on Wednesday because they would be all booked up. I called today and was told they weren't booked up and they would have rooms available, I confronted the front desk and was informed that her husband hadn't decided if I could continue to stay there or not. When I first arrived, my sheets were dirty (I have pictures), my headboard was falling over (still is), my bathroom doorknob comes off, housekeeping doesn't do their jobs. I have asked for clean towels and wash cloths but won't receive them unless I go to the front desk and ask, my trash isn't taken out. If I'm paying money for this room I would appreciate it if it was cleaned properly. Also, since when can a hotel book a room that has someone staying in it? I stay to myself and I'm very respectful, so I'm not understanding where their issue is. I didn't complain when the head board almost fell over on me, but for them to tell me they want me out for no reason at all, lying aboutbeing booked so that they will have me out, isn't how you conduct business.Desired Settlement: I would appreciate an apology for how I have been treated since being here. The hotel was my only place to stay and to be treated like this, really bothers me. For them to want to throw me out, while I've been paying is unconstitutional. I would appreciate them doing something. The room is unsafe. Whether it be a refund or a comp.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Econo Lodge regarding complaint ID [redacted].

Regards,

Review: I stayed at this hotel and the heat was Not working well. Upon notifying the manager I was told they would look into it. I was never offered an apology or any type of refund.Desired Settlement: At least a partial refund

Business

Response:

Thank you for contacting with regard to this guests complaint. After reviewing the information and pulling up the guests stay details I spoke with the General Manager and the Agent that assisted the guest that evening. Mr. [redacted] checked in at 11:30PM on 1/16/16 and checked out the following morning on 1/17/16. During his stay we never received a call at the front office regarding issues with the heat in the room. When and if we receive guest complaints our staff is trained to handle such issues in a step-by-step process. In this case: If a guest calls about a problem in the room we proceed with the following, 1. Go to room and diagnose issue (fixing)2. Offer to move guest to another room3. If it's late and guest is already settled in the room, offer to bring roll-in space heater4. Offer verbal discount to guest if all options are exercised. Apply discount immediately so that guests bill will reflect adjustment upon check-out.Unfortunately Mr. [redacted] did not call to notify our front office team about the issues he was having with his heat during his stay. We had no way of knowing he was uncomfortable nor did he give us the opportunity to rectify the issue during his stay. Instead, he brought it to the managers attention the next morning upon check-out. We value our customers feedback and we strive to make sure all our guests are comfortable during their stay at the Motel 6, [redacted]. For the inconvenience we will be refunding $20.00 to Mr. [redacted]'s credit card account.Sincerely, [redacted]Front Office ManagerMotel 6 - Lexington, VA###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I had a unexpected stay in Virginia and my husband booked me a room at the Econolodge. They offered very poor service. My husband was being out processed from [redacted] and I needed the room until 3:00 because I didn't want to have my newborn in 100 degree weather. The hotel staff was very rude and tried to charge me $35 for checkout at noon, when checkout is at 11:00 am. I understand that hotels do charge, however that was outrageous. In addition to poor customer service, there were dirty wash cloths in my room and mildew on the shower curtain. My room was also supposed to be a non-smoking room but had cigarette burns on the sheets. I contacted the corporate office June 18th, but they weren't much help.Desired Settlement: I would like a refund because the customer service was horrible. And the condition of the room was way below acceptable.

Business

Response:

Revdex.com spoke with the business and the amount was refunded back to the card.

Review: I was in Lake Tahoe on 8/8/2014 and was looking for a place to stay within my budget. I came across the Econo Lodge and was told a room for the night would be about $85 (don't remember the exact amount, but it was between $85-$89). I signed my receipt for $90 something (that was including the receipt); a deposit was never mentioned. My finance and I stayed the night and left in the morning. The room I might add was not clean; we shared one towel because others were dirty, there were toe nails and baby powder on the restroom floor, a used condom wrapper under the bed. In the week after, I check my bank account online to see that there was a pre-authorized charge for a deposit of $160 something (never told I was being charger a deposit; I checked back in a couple of days to see if it had dropped off as most deposits do. Instead of it dropping off, it went through and the total amount I was charged was $253.49. This charge caused my account to overdraft and I was charged to overdraft fees for a total amount of $64. I have called numerous times to speak with a manager and I am always told that he is not there, I have left messages and my call has yet to be returned. This is fraud. And I wouldn't be surprised if I am not the first, nor the last person they do this to.Desired Settlement: I would like the total amount charged (253.49) refunded to me. There is absolutely no reason why a deposit (which I was unaware of) should have been charged, it caused my account to overdraft, and has been nothing but an inconvenience.

If I could give them ZERO STARS, I would! This hotel will STEAL YOUR MONEY! Rude and nasty desk clerk JOANNA! She was the rudest hotel clerk we have ever run into and we spend over $20k a year on hotels. But we've NEVER run into a ZOMBIE on a power trip like her before. She wouldn't even tell us her name. She said "that's irrelevant". I found out who she was by calling back from a different phone and she didn't know who I was. She refused to tell me if our people who I booked and paid for the rooms for showed up. She basically wouldn't give me ANY INFORMATION. They STOLE my money! LITERALLY!
I paid for 2 rooms for 2 nights. I told them that I had people on the road and that they may not make it in time but I was still willing to pay anyways as long as the room was there when they arrived.. So, my people show up and they won't give us the rooms even though we willingly paid for them and they pocketed the money. I later found out from the people who were going to check in that it was run down and in general, a nasty place, If this was the last hotel on earth, and I was the last customer on earth, it would be the DEATH of the hotel industry because I would NEVER stay here.
Watch out for JOANNA! She's nasty and obnoxiously rude! She's got no business being in the "hospitality" business!
I will be taking this complaint further. Hotels.com was also called and they will be reviewing whether they renew their contract with them.

Review: This hotel will STEAL YOUR MONEY! Rude and nasty desk clerk [redacted]! She was the rudest hotel clerk we have ever run into and we spend over $20k a year on hotels. She wouldn't even tell us her name. She said "that's irrelevant". I found out who she was by calling back from a different phone and she didn't know who I was. She refused to tell me if our people who I booked and paid for the rooms for showed up. She basically wouldn't give me ANY INFORMATION. They STOLE my money! LITERALLY! I paid for 2 rooms for 2 nights. They got the money. But we didn't get the 2 rooms.

I paid for 2 rooms for 2 nights. I had people on the road and knew that they may not make it in time but I was still willing to pay anyways as long as the rooms were there when they arrived.. So, my people show up and they won't give us the rooms even though we willingly paid for them and they pocketed the money. But the biggest insult was that she was so rude and nasty about it. She wouldn't even give me any information even though I was the paying customer. It was as if she was having a good time with it. If this was the last hotel on earth, and I was the last customer on earth, it would be the DEATH of the hotel industry because I would NEVER stay here.

[redacted] was nasty and obnoxiously rude! She's got no business being in the "hospitality" business!

I will be taking this complaint further. Hotels.com was also called and they will be reviewing whether they renew their contract with them.Desired Settlement: I want a manager to call me and let me know what they are going to do about the fact that they have a desk clerk who is confrontational with guests instead of trying to help them. Not to mention that they ended up stealing the money they were paid and provided no room.

Business

Response:

I've called the guest and this issue has been resolved. We've apologized and agreed to refund him fully. He has also agreed to take his complaint back. Hope this will be resolved on your end as well. If there are any questions or concerns, please feel free to contact me.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,