Econo Lodge

Complaint: [redacted]
I am rejecting this response because:  [redacted]  [redacted] is out right lying about me making noise in the lobby he has cameras therefore you can pull up the video to see that there was no type of confrontation between mean make any type of noise or any complaints I simply asked if those drinks were complementary he was the one who was going off and making a scene there were witnesses in the lobby as well I really feel as though this man has no type of customer service skills he is fabricating a lot of what he is saying he told me that I had one hour to leave after I had asked him about a room on the other side just because I explained to him where we were this side of yo I really feel as though this man has no type of customer service skills he is fabricating a lot of what he is saying he told me that I had one hour to leave after I had asked him about a room on the other side just because I explained to him where we were this  was in Pleasant and if you could accommodate us in a different room we passed on moving forward I did ask him for the drinks because of any machines were not working but he pulled the drinks out before he even said there will be a cost so I assumed they were complementary and when I said complementary he totally went ballistic telling me that I am coming down complaining that's because the view was not pleasant that He should give me a free soda which is absolutely ridiculous he also stated that if you were to go to Walmart him there was any part of places would I expect to get  free groceries which was totally irrelevant to the situation and he did use the word freeloader as I said before there were witnesses he has a Camera ask him to pull up his camera to see what really went on [redacted] is nothing more to me but a rude and disrespectful man and just so there wouldn't be any problems the only reason why he refunded our money is because he did not want me to cause a problem with the Revdex.com because I did tell him I was going to call you and contact you and let you know of the situation moving  forward he is still not stating the truth in his word I really wish you all would be able to pull the cameras to see what really went on in the lobby my son was there and also my fiancé was there and they could write a statement as well on this man does not need to be in business if he's going to treat customers like I have been treated this wouldn't have been a problem if he would've never use the word freeloader and yes he did use the word freeloader and I'm very appalled and upset behind this  he will never receive my business again and anybody that I know I will make sure to let them know not to go there at that particular Econolodge.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As I spoke to American Van Lines on the phone he did say to turn it in to the insurance. How do you turn in stuff you did not receive? Things that were not even on the manefest of my belongings. He assured me everything would be shipped by them never mentioning that they would sub it out to someone else. My stuff was left. The Pella window which was still in the original wrapping from Lowes went on that FIRST truck and I never saw it again and it was never put on the paper work along with the other things I had previously mentioned. I am still finding things that did not make it to my new home. I didn't get all my books that not including the ones I put in the big trash cans to make it easy to load and unload. I lost my temper with him on the phone as it was a repeat from before I opened this when I tried to talk to him before. Same thing He sounds like he wants to do something but I am being stubborn and not working with him. Thats not true. He has 2 faces here and I met both. Just because I am 71 does not mean I am senile. My sister tried to talk to him also. If the stuff got broke or stolen because of his people ,he needs to own it. I already seen some of that damage and they just tossed it in one of their boxes upside down in fact damaging my stuff more. The guy that was suppose to be writing everything down was running up and down stairs all day and those guys were not waiting for him. Insurance is not going to pay for something that they do not have a weight on and they want a copy of the manefest. Trash cans became containers , containers became boxes numbers doubled, tripled some had none. He guaranteed me my stuff would make it and it didn't. so we need to come up with something because now I am spending alot of money replacing what he said isn't there!! where is it?? ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

[redacted].
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] How convenient for you all to state that reason a month after the fact. Upon scheduling I spoke with someone at [redacted] who told me I just had to hold it with a card and could pay upon arrival which I have done previously with no issues. So I find your answer convenient and very unapologetic for the nightmare you put my son and I thru. 
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

This is in response to Mr. [redacted]'s complaint. We did apologize for the incident as soon as he approached us. The GM tried calling him and there was no response. He did not leave a massage. I called Mr. [redacted] twice. He...

answered on the second attempt. I apologized to him and informed him that we would conduct an audit of the door lock. I asked him if he was missing any items. He informed me that he had not even checked so he was unsure. We did conduct an audit of the lock and found that no other key besides his had opened the room door. I called to inform him but did not get a response. I have tried calling Mr. [redacted] a number of times without any response. If you have any additional questions, please call me at [redacted]. Thank you

Initial Business Response /* (1000, 11, 2015/06/01) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@choicehotels.com
We are aware of the issues the customer experienced while staying with us. We were contacted by third party company on 05/26/15...

requesting a refund for room 124. At that time we agreed we would refund for two nights. We were not aware that the guest also rented an additional room. We can not refund the guest directly, if we could I believe this would have been resolved a long time ago. The third party company must refund the guest and then we refund the third party company. I have emailed the guest and called to leave a message explaining the timeline of events. I have also asked them if they needed additional information to please contact me back. I haven't heard back from the guest. We agree we will refund the guest.

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This response mentions nothing of the fees for a safe that didnt work. I have proof in reciepts and in video of these charges and the fact that the safe did not work. I got charge a dollar each day for that safe. And the receipts they initially gave me gave no mention of the safe. But the expanded receipt I was given later had a a charge for each day for a safe. I did not realize until then that I was being charged for a safe. The charge of this safe and the unexplained 11 dollar charge are what I am concerned about and while they addressed fixing the 11 dollar charge they mention nothing about the 30 dollars they owe me for charging for a product/service I was never given. This is legally theft. And they only seem to remember my husband when it was charged to my card not his. But as I need to scan and up load my proof and cannot guarantee that this session will remain valid it must be uploaded separate of this response. I would not make these allegations without proof. there is also no mention of why I was not given proper confirm codes for choice hotels privelegde program and was outright lied to about the confirmation code. They are listed on the choice hotels site as an affiliate as well as its is on their receipts and all over their lobby.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is in further response to whomever is responding onbehalf of Econolodge. I was in a perfectly good area with full reception at thetime of when they "supposedly" called, and did not receive any missedcalls nor did the phone ring. Why would a business not leave a messageregarding a major complaint? You contacted me 5 days later as we checked outand had left the city heading to San Antonio, and that was only AFTER I had tocall the front desk everyday asking for you. It wasn't until I said I wouldinvolve the Revdex.com that you called me back within minutes. I apologize for notpicking up right away as it was an unknown number with an out of town areacode. [redacted] then said he would conduct an audit of the door lock. This wasaround July 31st. I finally received a call August 11 at 5:16pm,which I can't believe it took almost 2 weeks to do, and [redacted] explained that hesaid I was the last one who used the key on the lock. This is a flat out lie, Isay this because then who cleaned our room?? Our room was clean when we gotback and there wasn't some magical power that cleaned it. That tells me like Isuspected, the young housekeeper which we originally told you about was atfault. I did not bother calling back because after he lied to me throughvoicemail, I prefer to only be contacted through here as a mediator. I do notwish to personally speak on the phone anymore and would like to have allactions and text documented. He also goes on to say he has called me severaltimes, and I have all my call logs still backed up proving he called me thatone time at August 11th at 5:16pm. I have a copy of the voicemail ifneeded. Has not called since that point. All I ask for is the refunding cost ofthe stay.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted] P.S. I still had to call numerous times to get my refund for one night.  This still does not change my opinion of Econo Lodge and I did file a complaint with its corporate offfices.

Complaint: [redacted]
I am rejecting this response because:  I did not use an Expedia Credit Card to make my payment I used my own personal credit card.Why are they stating false statement on all issues.  I can prove to you it was my own credit card with a bank statement and it is bogus as I went to the Econo lodge website with the help of the front desk in Santa Fe to make my reservations.I also did not make my reservations until after 8:00 pm on Saturday 9/3/16 at the Econo Lodge computer in Santa Fe.  so I had 24 hrs as of 8:00 pm Sunday 9/4/16 according the manager, and then he left while I was still there, when I asked where the manager is?  I was told he won't return until 8:00 pm and I checked in at 2:35 pm, I even asked the front desk if it was okay to check in but, before I did after smelling the lobby I asked to check out the room, after viewing the room with the mildew/mold smell in front office and room, I knew my mother of 81 yrs of age who has asthma could not stay in the hotel for health reasons. THIS ONLY FOR HEALTH ISSUE OF MY MOTHER, THAT I WANT A REFUND!!!
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Dear [redacted],
face="Times New Roman">
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 CHI
General Manager
Econolodge
804-520-1010

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.

The customer had booked 2 rooms for 1 night through our pre-paid reservation system in March of 2017. The payment for these 2 rooms was taken out immediately on the date that they were booked. They then booked another 2 rooms for the following night through the same booking. Unfortunately when they...

booked those rooms, the payment could not be processed at that time because the credit card declined. So when the customer came down after their first night here, we informed them that we would have to check them out of the first reservation and check them into the new one because they were 2 different prepaid reservations. They said that was fine. I explained to them (the complaintant's son) that there was no payment for the second night for either room yet because the credit card they had tried to use when making the reservation had been declined. He said ok and handed me a new credit card to use. I checked them into those 2 rooms for another night. The payment went through and everything was fine. When I put the credit card in for the second night, I automatically did the payment at that time. There may have been an authorization for that stay as well. The authorization comes off of their account after they check out depending on their bank (some says 3-5 business days and some are longer). So as far as the payment being taken out, put back in and then taken back out again, this is probably what happened. We only have one charge for each room for their stay.  During the whole time that he was at the front desk, nothing was ever said about either of the rooms not being cleaned or up to their standards. At this point they had already stayed one night in our hotel. I would think that if there had been an issue that they would have brought it to our attention at this time. The son did mention the piece of metal that was supposedly on the floor in their room and I said that I would make sure that housekeeping came up and vacuumed their room completely. He said that would be fine. There was no mention of the supposed issues in the other room. The night before when they came down about the broken chair, the front desk clerk that was working went up and removed the broken chair and offered them one from another room that was fine and they declined.  Our hotel is inspected every 6 months for cleanliness and such and have always passed with high scores. Furthermore, our rooms are inspected daily by a head housekeeper when the housekeepers are done cleaning them. If there was any issue with cleanliness when she inspected them, she would have taken care of it at that moment. We do not rent dirty rooms.  Thank you for taking the time to read this and to let us tell you our side of the situation. We truly appreciate it. If you need anything else, please contact me at this email and I will be happy to assist you.

[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,
[redacted] I accept this resolution, but they are mistaken as to when the overdraft fees occurred and it was 7 overdraft fees..not 3. I did not even know of the additional charge on my bank card until arriving home on a Monday, which was a Holiday( Columbus Day) and I had checked my account online. That is when I notified the hotel and was not able to call the bank until Tuesday, because they were closed for the holiday. The overdraft fees occurred on my travels home from vacation for purchases such as gas..food..etc.Sincerely,[redacted]

I am writing about the consistent degrading customer service I have received from only one person at this particular location. I have had no other problems with no one else except a particular male at the front desk who have consistently given me a difficult time (one incident of which is below) and has treated me less than a customer.

There was a situation in which he did not want to give me receipts of my stay, became combative when I inquired about my free stay and now this situation.

In addition to the incident below where this particular male became hostile in attitude after I inquired about my free reward night that I earned as a Choice Privileges customer, (4/10/2016)this morning this same male front desk clerk treated once more again as less than a customer and it became very ugly. This location is at Econo Lodge, 2617 Appliance Court, Raleigh NC. This morning, I had a problem with making my reservation on Choice Privileges as well as some other concerns I had and I went to the front desk and this same male clerk was there. He completely ignored me for at least 15 minutes while attending to other patrons until I said something and then he told me to go sit down and tend to making my reservation but I had other concerns which he seemed unwilling to address with me. Thus, I waited until he completed working with the other patrons and when he got to me, I told him that I don't feel that I should have to wait until he attend to the other patrons when I was there first before them in line. And this is when things became very ugly, he pointed at me and told me not to use big, fancy words with him and I replied to him not to point at me and the extent of hi vocabulary is not my fault. He then told me that I should leave if I have a problem with the hotel, I told him I do not have a problem with the hotel, only him. l Each time I come to the front desk for assistance, he is unwilling, ignore me or give me a difficult time in providing assistance to me. He then said that no one else have a problem with him and I challenged him on that because the last time when he gave me a difficult time, there was another patron who was upset at him (the front desk clerk) because he inquired about him paying for something which he had witnessed him paying for.

The front desk clerk continued to point his finger at me, argue with me and then he told me to get out of the hotel. He then called a phone number (I guess security) to put me out of the room. This one last act was also demoralizing and attesting to his character and perception of me, because I would have (and did) leave willingly if he asked me to, yet he decides to call security on me as if I am an unwilling patron who doesn't want to leave. I higly resent being treated like this by this particular front desk clerk and I will be reporting this situation to the Better Business Burea and the Consumer Advocate Office of the Attorney Generals' Office.

On Sunday, December 27 I checked into Econolodge in Lester, PA, and I didn't have a problem until Tuesday December 29th, when I noticed a bug crawling on the small refrigerator in the room. I thought it was my imagination, but then saw it again. I called the front desk and spoke to someone who said that he would see what he could do. I then saw the bug/bugs again and it was a cockroach. I called the front desk and told the woman who answered the phone, I needed to change rooms immediately. She was very accommodating. I also told her I would not be paying for that nights stay. She said that I needed to speak to the manager.

There website offers a "ePrice" that states "Enter your information and you will receive a special price quote by email " However they do not offer a ePrice and will instead try to get your phone number and get you to come in for a "test drive" When I told then that I wanted the eprice not to come in for a test drive/talk to them on the phone they sent me the following email
"The sticker price on this vehicle is $5820.00" Sticker is not a "special price quote" Its sticker the same price I could see on there website. It was nothing but a comeon

Good morning Regarding con # [redacted]We do have a weekly rate as well as monthly rate weekly rate is $280.00+ tex total = $329.28 per weekThis guest stayed @ econolodge by weekly rate for first 4 weeks So when guest check in in hotel asking for long term stay or weekly rate we tell them...

weekly rate is 280.00 plus tex 329.28 When u locket receipt it's break down    As 40 room charge plus city tax plus state tax plus safe charge Now if u pay daily regular rate and if u wish not to use or get charge for safe then we take it off rite way but when u stay as weekly or monthly rate then that's discounted rate so there is no safe charge counted but when u get receipt it beak down that's way computer prints. Also we will refund $ 11.00 back to his credit card last 4 number 4623 on11/11/15so it takes about 5 to 7 business day to get it back on card I don't know what and why 11.00 that he is asking for but any way we will refund back Thank you Any question please call us @ ###-###-####

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 and the matter has been resolved.
Sincerely,
[redacted]