Econolodge Motel

April 13,2015To the Revdex.com and Whom is may concern,I am writing in response to a complaint made by [redacted] regarding his family's stay at the Econo Lodge in QueensburyNY." Ihave spoken with all employees, reviewed each reservation including notes, and reviewed the complaint that was submitted.One of the first things that stands out when researching this is that no notes were made on any reservationWhenever a guest complains, our stall' is trained to record such instances on the reservation and to contact the manager or owner immediatelySince none of this was done, it appears that these guest's did not contact us during their stay, preventing us from correcting any issues while they were here, I do see that they were in different rooms on different dates, the last stay being for nights.We regret to hear that someone fell in the shower however our showers meet all franchise and legal standards required by any hotelIf this incideni had been reported to the hotel an incident report would have been completed, however I have no record of these guest's reporting any injuriesAnother complaint was in regard lo pesticidesWe do pay a pest control company to address pest problems in a proactive manorThe chemicals they use are sale and any reputable hotel does exactly the sameMost guest's are pleased when they learn we have a reliable pest control company maintaining our facilityWe also have no record of anyone being bit by bugs, in addition that room has been inspected by an outside company that address' any possible bed bug problemsThey didn't find any indication of bed bugs nor did our staffWe encourage our guest's'to report these types of problems immediately so the company I mentioned can be informed and the problem can be addressed.Regarding their phone not working, these guest's stayed in different rooms during their time with uswere unsure of which room had this problem or whether they were moved to address said problemEach room was inspected and all phones appear fully operational.These guest's also complained that housekeeping didn't clean their room but they also stated that house keeping didn't use cleaning products when cleaningWhile these statements clearly contradict each other, we wish to assure all guest's that our cleaning staff does in fact use disinfectant spray where appropriateAnytime a room isn't cleaned to a guest's standards we encourage them lo notify the front desk so corrective measures can be takenWe have no record of these guest's reporting any cleaning issues during their stayThe last complaint we wish to reply to is in regard to "charges for items they didn't use"The only charge in addition to room and tax is the SIsafe feeThis fee is clearly staled on the registration card they signedIt is not contingent on whether or not the guest actually uses the safeThese guest's mention in their complaint that when they reported the phone issue, that the staff didn't care They don't mention what was done about any other complaints which leads us to believe that they didn't report any of these problem to the hotel directlySpeaking from personal experience, any time a guest has complained our management does whatever it takes to make things right, this sometimes includes letting them out of their reservationAny guest that reports to us that they aren't happy with their accommodations is always offered a different room, a move to our sister hotel, or a full refundIf these guest's had spoken with a manager about these issues there would be documentation, because there is none we are unable to refund this guestLastly none of the complains have dates or times which makes it hard to as where and when these problems occurredThey staying in different rooms with different reservationsWhich room did she get bit in? Which room had the phone issue? We inspected every roomthey used and none of their complaints could be verified.We truly wish these guest's had come to us while in house so we could have done something for themWe hate to hear that any guest left unhappy and always do whatever we can to address any complaints to encourage repeat business.Best Regards,Chris F.AsstGeneml Manager

Dear Sir or Ma'am, Right now I have had it with the hotelThey are being nothing but rude people to me and my familyI DO NOT want to have to take any more from then so close the case. I WANT THE BETTER BUSINESS BURROW TO KNOW THAT I HAVE BANK INFORMATION ON THE OVER CHARGES, PHOTOS OF MY MOTHERS HAND WHEN SHE GOT BIT ETC.Like I have said I an no going to take anymore of this from the hotel so I guess they win

April 13,2015To the Revdex.com and Whom is may concern,I am writing in response to a complaint made by [redacted] regarding his family's stay at the Econo Lodge in Queensbury. NY." Ihave spoken with all employees, reviewed each reservation including notes, and reviewed the complaint that was...

submitted.One of the first things that stands out when researching this is that no notes were made on any reservation. Whenever a guest complains, our stall' is trained to record such instances on the reservation and to contact the manager or owner immediately. Since none of this was done, it appears that these guest's did not contact us during their stay, preventing us from correcting any issues while they were here, I do see that they were in 3 different rooms on different dates, the last stay being for 7 nights.We regret to hear that someone fell in the shower however our showers meet all franchise and legal standards required by any hotel. If this incideni had been reported to the hotel an incident report would have been completed, however I have no record of these guest's reporting any injuries. Another complaint was in regard lo pesticides. We do pay a pest control company to address pest problems in a proactive manor. The chemicals they use are sale and any reputable hotel does exactly the same. Most guest's are pleased when they learn we have a reliable pest control company maintaining our facility. We also have no record of anyone being bit by bugs, in addition that room has been inspected by an outside company that address' any possible bed bug problems. They didn't find any indication of bed bugs nor did our staff. We encourage our guest's'to report these types of problems immediately so the company I mentioned can be informed and the problem can be addressed.Regarding their phone not working, these guest's stayed in 3 different rooms during their time with us. were unsure of which room had this problem or whether they were moved to address said problem. Each room was inspected and all phones appear fully operational.These guest's also complained that housekeeping didn't clean their room but they also stated that house keeping didn't use cleaning products when cleaning. While these statements clearly contradict each other, we wish to assure all guest's that our cleaning staff does in fact use disinfectant spray where appropriate. Anytime a room isn't cleaned to a guest's standards we encourage them lo notify the front desk so corrective measures can be taken. We have no record of these guest's reporting any cleaning issues during their stay. The last complaint we wish to reply to is in regard to "charges for items they didn't use". The only charge in addition to room and tax is the SI.50 safe fee. This fee is clearly staled on the registration card they signed. It is not contingent on whether or not the guest actually uses the safe. These guest's mention in their complaint that when they reported the phone issue, that the staff didn't care.  They don't mention what was done about any other complaints which leads us to believe that they didn't report any of these problem to the hotel directly. Speaking from personal experience, any time a guest has complained our management does whatever it takes to make things right, this sometimes includes letting them out of their reservation. Any guest that reports to us that they aren't happy with their accommodations is always offered a different room, a move to our sister hotel, or a full refund. If these guest's had spoken with a manager about these issues there would be documentation, because there is none we are unable to refund this guest. Lastly none of the complains have dates or times which makes it hard to as where and when these problems occurred. They staying in 3 different rooms with 3 different reservations. Which room did she get bit in? Which room had the phone issue? We inspected every roomthey used and none of their complaints could be verified.We truly wish these guest's had come to us while in house so we could have done something for them. We hate to hear that any guest left unhappy and always do whatever we can to address any complaints to encourage repeat business.Best Regards,Chris F.Asst. Geneml Manager