Travelodge of La Mesa

Review: My son-in-law [redacted] was re-enlisting in the Navy so several family members, including myself stayed at the Travelodge. [redacted] mom got the flu and couldn't leave so [redacted] came to see her, very briefly. Without any question or manners, my [redacted] was yelled at, told he was scaring other people and that he needed to leave the property. He was not given an explanation nor asked politely why he was there. Because I thought this was rude and professional, I tried to talk to management to no avail. Then I wrote to corporate, again no response. Finally I posted the even to social media and to yelp on a review. I don't believe the review web site even states my last name.

Months later, although I'm not happy with this management's manners, I again book this hotel because of the location. It is close to my family as well as some work places. After making the reservation by phone, the hotel cancelled my reservation, including a lie that *I* was the one who had cancelled it. I did not. I e-mailed and got no response. I called and the staff told me that management cancelled my reservation due to my "behavior in the past". Since my behavior has always been respectful and polite, I can only imagine that once there is any question offered at all, every, they choose to ban you. I was told that I am banned and cannot stay there again.Desired Settlement: At the very least, the management should listen to customers. I understand that customers aren't always right. But to simply disagree and then ban someone is outrageous. I've stayed there several other times without incident. I believe they own myself and my son-in-law an apology as well as my [redacted] parents. The staff lied to him and about him as an active duty Navy person. They have no right to tell a mother that her son cannot come visit her. And they have even less reason to ban me from staying there.

Business

Response:

Please note that Mrs. [redacted] was already informed that we cannot accommodate her in our property in the future.

Review: My sister, my 3 year old and I booked this room for 2 nights. July 7, and 8th. Upon arriving at 11 pm the second night, July 8th, after our SeaWorld trip, there was nowhere to park. We asked where else we could park. They hotel clerk looked up and rudly said, "on the street." We parked on the street then proceeded to enter the hotel. Another vehicle parked on the front strip near the hotel, and asked the clerk if it was fine to park there, he politely told him, "sure that's fine." I asked the hotel clerk why he didn't inform us of the front parking when we asked about other parking options and he shouted, "HE'S ALREADY THERE HE PARKED THERE WHAT DO YOU WANT ME TO DO ABOUT IT?" Had we known it was parking we would have parked there. My sister, toddler and I walked away, and went to our rooms, upon walking away we were having a private conversation between each other regarding, "this is the worst customer service I have ever seen or encountered." The hotel clerk was approximately 15 or 20 feet away and started laughing. He said "good, good I am glad this is the worst customer service you have had. Good! get out of here then I am sick of you." Never have we heard people actually being happy about this, so we went down to get his name and corporate number. I asked him "what is your name?" he pounded the desk and sarcastically said, "I don't have a name, you don't need to know my name, what is YOUR name?" I calmly said, "sir, I want to know your name, I have the right to know your name." He then proceeded to laugh and make fun of us by saying, "You don't need my name, what's your name? oh wait I don't need it I have all your information and I know where you are staying." Upon walking away I snapped a photo of his face to send to corporate to show who was working the counter and let them know the details regarding the incident. The issue we have is this: the clerk behind the counter then POUNDED the desk, and shouted "that's illegal, that's illegal, now I'm gonna break your phone!!" He then ran from around the counter shouting explicit words to me and screaming he is going to "break my [redacted] phone." My sister got in between us to give me time to grab my toddler and run out the front door into the sidewalk, while he was lunging after me. We then called 9-1-1 and the officer came out. The officer gave us a report number, informed us they have numerous calls regarding this hotel, and asked us what we wanted to do. We were threatened when the clerk told us "he knew who we were, and where we stayed, and he escalated it when he came lunging for us. The officer assured me that photos were totally LEGAL, as long as I didn't video tape him, which I did not. There was no way we could stay in the hotel with the clerk after he said and did this. We called corporate the following day who seemed to care, however sent us an email regarding the parking issue. NO this wasn't the problem. The problem was the clerk threatening us by knowing our name, addresses, where we stayed and BY LUNGING FOR ME THREATENING TO BREAK MY PHONE. HE CAME AFTER ME WHILE I WAS HOLDING MY TODDLER. The officers name was [redacted] case number [redacted]Desired Settlement: I am deeply concerned about this guy and how he came to attack me in an attempt to get my phone and break it. I am furious at the explination from corporate stating it was a parking issue. I couldn't get a word in, he would not stop yelling at me. I want an apology, and I want us to get refunded from the hotel for the night we had left due to the hotels clerks behavior and no charge for deposit.

Business

Response:

Thank you

for taking the time to contact us in regards to this matter.

Please note

that Mrs. [redacted] prepaid a reservation thru [redacted].com.

Please know

that our parking situation is clearly advertised in Hotels.com: Limited

Parking / Guest parking is complimentary, and available on a limited

first-come

Still she

decided to make the reservation in this property. The inability of our clerks

to perform any physical changes to the parking situation constitutes at no

manner a lack of customer service. Mrs. [redacted] belligerent manners and

disrespect towards and employee do constitute an unnecessary harassment that

will firmly not be permitted.

After

further review of the video records we see the guest getting belligerent and

insulting with our clerk about a parking space. Our clerk was performing his

duties. The guest was taking pictures of our clerk and insisting to do

something beyond his hands. This is illegal based on the fact the guest had no

permission from our clerk to take his picture and do this to him. This is

harassment.

She was

never threatened by the clerk as I can clearly see in the video records, The

clerk did stand up to pick up the phone to make a phone call but he never left the

counter and never took a step towards the guest as she claimed that the clerk

came towards her when she was holding her toddler. Surveillance cameras show

that to be absolutely false.

We do not

support behavior like this. As I stated above I reviewed the video from the

guest’s interaction with our clerk. The guest was yelling and insulting the

entire time. The guest decided to call the local Police and leave the hotel

without any reason.

If anyone

contacts La Mesa Police Department and inquires about that night. The Police

Department will confirm that nothing was wrong and just to show dissatisfaction

about the parking at our hotel the guest decided to waste the time of the local

Police.

The La Mesa

police department incorporated us as a model to other hotels in the area as per

our crime prevention system and due to the fact that they hardly have to come

to this property compared to other properties in the same area. Please contact

the police department to confirm this statement. The police officer on duty

that night was contacted and consistently denies any comment of the nature

described by Mrs. [redacted] in her letter. Please contact Officer [redacted] at LMPD for

references.

Mrs. [redacted] had tools available to communicate her

dissatisfactions about our parking issues, our Customer Service Department

would have listened to her if she

expressed herself in a calm and respectful manner, instead she choose to

verbally harass the clerk on duty.

We value our

employees and their wellbeing is very important to us, we never request

employees to tolerate disrespect or harassment of any kind from irrational

customers in order for the hotel to benefit in obtaining or keeping their

business, we take pride of creating an environment with total balance of respect,

rights and duties within investors, employees, and customers.

This is the

way we understand and we do business and this is the way it will stay. The

majority of our clients fit this model of harmony and that is the reason for 5

consecutive years of 97% occupancy offering safe, clean, quiet and affordable

accommodations with the best recognition of our clients.

After a deep

investigation of the facts and after finding many inconsistencies in Mrs. [redacted] statement there will be no compensations offered.

Our

Corporate Office and [redacted].com Customer Service Office considered this case as

Closed.

Regards,

Hotel

Manager

Review: I was kicked out of this place with four children. We made reservations for one adult and four children. We called to confirm our reservations and was told the room was ready. Me and my children got all of our luggage up to our room and was getting ready for bed when we received a call that there could only be four people in the room and that we have to leave. So when we got down to the front and I asked for the vp of the motels number the on site manager became upset and started to use bad language in front of my children and then called the police. While I also called the police and waited for them to come. When they arrived I was informed that this is one of the most poorly run. I was also told that the manager does this to people often and they call the police to kick people out to rent the rooms for a higher price. My children were upset and crying. And never want to come back to California.Desired Settlement: I would like this place shut down.

Business

Response:

Please note that Mrs. [redacted] had a reservation for 1 Adult and 3 children. Our max capacity is clearly advertised in our website and at our Reservation Call Center.

At check-in she provided her Id and credit card. She signed our registration card and initialed our policies where it clearly showed: smoke free hotel..... NO VISITORS ALLOWED. and max capacity 4 including infants children and babies.

Review: I reserved a room on 11/30/2015 at the travelodge from hotels.com and I previously stayed there before and I had a free night stay with the awards program at hotels.com . Well I tried to check in after work around 4pm and the rude attendant told me that I need to get my money back from hotels.com because he cancelled my reservation and he rudely said it and continued to talk on his phone in my face when I tried to ask for a explanation.because I had a overnight guest when I previously stayed but that guest was my husband and he didn't stay over night because he works night. He came to drop my bags off and leave, so technically I was the only guest. So I had to find someone else to stay after I drove all the way there.Desired Settlement: I would like a complimentary night on their part and for the front desk attendant to be handled because I was upset and he was very rude.

Business

Response:

Please note our policies accepted, Initialed and signed by every Guest at check-in: Smoke free hotel - No pets allowed - NO VISITORS ALLOWED.

Review: I booked 5 rooms for two nights for Oct.9th & 10th for my daughters wedding at Stone Canyon Golf Club in Jamal for the 10th. The booking was through Expedia and I wanted as close to the venue as I could get and that ended us at the Travelodge in La Mesa. I had called the Travelodge days prior to the trip to see if early check-in was available and was told NOT ALLOWED, so I said thank you and hung up. When we arrived it was about 3:30 and I knew that we could not check in yet but my husband & I had my daughters wedding rehearsal at 4:00 , so I went into the lobby to make sure the other guest could check-in @ 4:00 for their rooms to get changed for the rehearsal dinner. The manager had an instant attitude and said NO, that I had to be there when they check in to show him my I D and credit card (the rooms had already been charged and paid for on my credit card) I said I had no problem leaving my credit card and drivers license with him or with another one of the guest to be registered,( guest that had to be assign a room by names at the time of the booking,) well you would have thought I asked the manager to cut off an arm, he had a fit and told me "NO ONE CAN CHECH-IN EVER, YOU AND NO ONE ELSE CAN STAY HERE, NOW LEAVE." I WAS IN SHOCK. I asked "WHY" as I was putting my I D and credit card into my pocket and he YELLED," NO EARLY CHECH IN". I tried to explained that I thought he misunderstood me, I was not asking to check in now, I was only making sure that the other guest would not have a problem checking in at 4:00 because I had to be at my daughters wedding rehearsal at 4:00, he said it is my problem and none of us can check-in. I told him I would be back @ 4:00 to see the others get there rooms. He said "GET OUT, YOU CAN NOT REGISTER, LEAVE. NOW." I disputed charges but he lied and said we demanded early check-in and were rude to him. I have 5 people who witnessed this insanity. This caused great distress and left us all with no accommodationsDesired Settlement: A total refund for the charges. An investigation in to this Travelodge manager and Expedias lack of investigating the complaint's for people that they book and unethical charge on a managers word when I told expedia there was witnesses to his untrue statements. I was denied the accommodation's & charged by the manager who was the reason we were not allowed to register and the one who cancelled the reservation for no legal reason. I did not cancel or cause damage or disruption. Could there have been the intent to charge for rooms even though denied access so there was no loss of revenue for the manager, could there be lies well rehearsed? Just a question to be thought about and wonder how many times it could have happened in the past or will again. It won't happen to me again and I'm not going down without a fight for what is right.

Business

Response:

Please note that our check-in time is clearly advertised everywhere. Mrs. [redacted] was clearly informed several times about our check-in time and no exceptions.

Review: I made reservations at the location for three nights bgng 12-24-13 thru 12-27-13. When I checked in the male attended was rude. I checked out on Christmas day, the same attendant refused to give me a receipt for departure. He just stated read the sign, the sign indicated to drop your door key in box next to the door when checking out. I advised him that I am checking out early, I want a receipt to show my departure, he refused and kept stating follow the instructions on the sign. I questioned my deposit, he said it was already returned. I asked how was it already returned and I am checking out now. you haven't checked my room for any incidentals etc in order to return my deposit. He kept saying it was returned. *gain I kept asking for a receipt and he just kept saying procedures were on the sign.after five days 12-30-13 as I suspected, they charged me for a three nights stay, I called their complaint department (1-899-835-2424) and was given a case# ( [redacted] ).today 1 received a letter signed by ( *. [redacted] ) which stated that their records do not show an early check out or discussed with front desk. and that they serviced the room for three days, so there will be no refund or reimbursement.First I did talk with staff and he refused to give me a receipt and per him there policy is to simply put the door key in drop box. This is bad service and this is there check out procedures. They expect the public to just trust that they will take the correct action.So what happens when they don't as in this case. no recourse for the taxpayer at all. When I called to toll free number, the person checked my reservation and explained to me that I should have been refunded, and stated the hotel location check out policy was unusual and not representative of all Travelodge locations.stated I would be contact by Jan 7, 2014. and as explained per letter received, no refund because (they cleaned the room).Desired Settlement: I would like to be refunded for the two days I did not stay.

Business

Response:

Please note that we have already informed Mr. [redacted] on 1/7/2013 that we credited his account for the last 2 nights he did not stay in our property.

Review: Went to the football game this past weekend and had booked a night stay here. Check in was easy, room appeared clean but after we had stripped the top sheet off the bed we noticed a condom lying underneath the bed between the bed and night stand. Absolutely unacceptable!!! I called the front desk to report this issue. A guy named [redacted] started cussing me out telling me that he didn't believe me and that we had planted it there in attempt to get something out of him. Sorry [redacted] we didn't want anything from you specially if it involves your disease ridden rooms. He then told me to come downstairs and show it to him. So I grabbed a cup from the room and used it pick up the condom and plopped it on the front desk table. He then told me to [redacted] Off and that he had too many customers to deal with to deal with this [redacted]. He then told us to leave that they didn't want our money and he then called the police on us. Not once did me or my buddy ask for anything all we intended with our complaint was for the room to get re-cleaned for our piece of mind. The police came and told us he has the right to do so and that they had similar issues like this in the past and that they would never stay at this place. We ended having to get a ride home from friends since there were no other local hotels at this time. Ended up costing us more money than it would have to just book another hotel prior to this horrible encounter, because of the sudden change of plans.Desired Settlement: I would like either a phone call or a letter of apology from the owner on behalf of the "Manager" for this extremely inappropriate and outright rude customer service.

Review: I reserved a room via Expedia for 2 guests at the Travelodge in LaMes** CA on July 28th. I stayed at this hotel on August 29th & 30th; each night, 1 friend stayed with me. I checked out on August 30th & asked the front desk, [redacted], if I could have a check out receipt in case there are any discrepancies with my bill. He informed me that the hotel did not give receipts when a guest reserved a room via a 3rd party (Expedia). I asked again if there was any way to have proof that I have checked out with a cleared bill, since he confirmed that the room was already paid for when I made my reservation; he again stated they did not give any proof and said to get the receipt of payment from Expedia (they only had the reservation receipt). I told him I would be in touch if there were any extraneous charges to my credit card. On September 3rd I checked my bank account online and noticed that there was a charge from Travelodge in LaMesa for $40.00. I called and talked to the same man, [redacted], and asked him what the charge was for; he stated it was because I had a 3rd person in my room. I told him I did not and they charged me without authorization; this could have been resolved while I was there. He then told me to hold on and put a woman named [redacted] on the phone; I asked her if she was a manager and she said no. I asked to speak to the manager and [redacted] informed me that they were not allowed to let guests speak to the manager. She restated I was charged the $40 because I had an extra person in my room; I told her that this was untrue and explained to her that [redacted] must have assumed I did because he saw me with 2 of my friends. One friend did not stay with me as planned the 1st night (room 225) and the other booked a room of his own for the second night (204). Both had their own cars so they asked for the hotel's parking pass so they would not be towed. [redacted] gave me a 800 Travelodge customer svc number to call and I was told a file would be opened and nothing more.Desired Settlement: Travelodge should refund this charge as it was done under an erroneous assumption made by a staff member and without a discussion with me or my authorization. Expedia is not responsible for additional charges a hotel made during my stay nor is it responsible for providing me with a check-out receipt.

Business

Response:

Please note that Mrs. [redacted] had an extra person staying with her in the room.

Review: On Monday, July 13, 2015, I checked into the Travelodge La Mesa CA at approximately 6:30pm. Afterwards, I asked my cousin and their 4 children who live near the area to come to my room to discuss about certain family issues which I didn’t feel appropriate to discuss in public. At around 9:02pm, I received a phone call from the front desk asking me to come down. I asked them what was this regarding because I needed to talk to my cousin about certain family issues. The person informed me that they were not allowed in the room. I said I was never informed about this and nowhere does it state in my reservation that guests are not allowed in my room. He started yelling and threatened me that if I don’t leave now, he would call the police and they would take me as well as my cousins and children to jail. I came down to the front desk and tried to reason with him stating that my cousins and their children have no intention of sleeping here, but I need to talk with them due to a family emergency. Afterwards, they would leave. He would not hear of it. Then I stated that I would like a full refund of my money because you are not allowing me to stay in the room which I purchased. He stated “I have already called the cops and unless you want to see your family in handcuffs, then you better leave the room.” Not wanting my cousins and her children to go through that ordeal, I asked my cousin and her children to leave the room in the middle of the night along with myself and left the keys on the front desk. Afterwards, I stayed in a hotel nearby and paid out of my pocket $124. I spoke with my cousin regarding the family issue and she left with her children and wished me a safe journey. I was tricked, insulted, yelled at, threatened, and then thrown out of my own room that I already paid for. Employees at Travelodge are liars, unreasonable, thieves, scammers, cheaters and treat customers like a piece of filth. I will deter anyone from staying at the Travelodge.Desired Settlement: In the end, I would like a total amount of $300 which includes the $67 paid for the reservation, $124 paid for the new stay, and $109 for emotional stress and drama caused by Travelodge in general.

Business

Response:

Please note that we have already answered Mr. [redacted] about

this case.

Please note our policies accepted at check-in: Smoke free

hotel – No pets allowed – NO VISITORS ALLOWED. Mr. [redacted] Initialed and signed

our policies at check-in.

Our max occupancy per room is 2. This is clearly advertised

everywhere, at the time of booking and at check-in.

At check-in Mr. [redacted] clearly stated there would be only 2

persons staying in the room.

Few hours later Mr. [redacted] sent her family at different

times. They were total of 6.

He was called and informed about our max occupancy again.

He was told that he could only have 2 persons in the room.

Sorry, we do not consider rude to reinforce and make our

Guests comply with our policies.

Mr. [redacted] checked-out after using the room for several

hours.

He was informed no refund or compensation will be issued.

He already disputed this charge with Hotels.com Customer Services

and with his credit card company.

Please find attached copy of the registration paper

Initialed and signed by Mr. [redacted].

The registration paper shows number of people and NO VISITORS

ALLOWED.

We are not able to offer any refund or compensation in this

case.

Regards

Hotel Manager.

Review: I booked a room at Travelodge and everything was fine up until I was charged a two hundred dollar deposit. I orginally booked a 3 night stay but added one extra day. I stayed in the same room for a total of 4 (consecutive) nights. I was charged two different deposits, one hundred per booking. The reason for the charge was because the linens were "destroyed". I had just had surgery and my fluids had leaked onto the sheets. I went home and was still leaking and I simply threw my linens into the wash and it came out completely spotless. They also stated that there was a stain on the carpet that I had made but I definitely remember that stain being there prior to me arriving. Other than that, there was no other damages to the room. I'm mostly upset because it was bodily fluids, just like a child wetting the bed or someone leaving sperm on the sheets. I doubt they charge for those types of messes but I was charged.Desired Settlement: I'd like to at least recieve one of the of the two deposits that I was charged for. If the linens were in fact damaged then I can understand being charged but it was the same room and the same linens.

Business

Response:

Please note that we have already answered to this Guest regarding the extra charge.

What Mrs [redacted] did to our room was considered DAMAGES TO THE ROOM AND ITS CONTENTS.

Mrs. [redacted] damaged all the linen and carpet. The room had to be closed for 2 days and not rentable.

Please find attached copy of the letter we sent to Mrs. [redacted].

Email Sent to: '[redacted].com'

Dear

Ms. [redacted],

Thank you for contacting our Travelodge Customer Care

Department regarding your experience with our property.

Please accept our sincerest apology for any trouble or

inconvenience we may have caused you.

Please

note that like many business like ours any damages to the room or its contents

are charged to the registered guest credit card accordingly.

All

the linen, pillows and CARPET were damaged in your room.

Please

note that this room had to be closed for 2 days for repairing and detailed

cleaning.

As a

repeat Guest you can confirm that we take a good care of all our rooms.

Unfortunately

we cannot offer any refund, compensation or adjustment in this case.

I do

apologize for this situation and thank you for taking the time to bring this

matter to my attention.

As a consumer, I know how I expect

to be treated. I am truly sorry that you felt that our staff failed to provide

you with our very best.

I have

discussed this situation with the manager on duty and your concern will allow

me the opportunity to reinforce our procedures and our services.

Once

again, I apologize for all the inconveniences we may have caused you.

Kind

Regards,

*. [redacted] President

Consumer

Response:

I have reviewed the 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.

[I feel that I was charged unfairly. I can understand if they wanted to charge me for "damages" that were made to the room but I feel that I should have been refunded at least one of the two deposits that were charged. Room service never came into the room the whole time I was there so I had the same linens for the duration of my visit and I stayed in the same room for both of the bookings I had made for a total of 4 consecutive days.]

Regards,

Review: I have been falsely accused of smoking in their hotel room and a charge for $201.00 has been billed to my credit card. (I don't even smoke in my own house). I have made 2 requests to be given the name of the individual that made this decision without a response. I have asked the hotel to review their surveillance footage which will show me making regular trips from my room (which was on the 3rd floor of the building) to the designated smoking area (which is on the perimeter of the property on the 1st floor).Desired Settlement: I would like to have the charge reversed on my credit card.

Business

Response:

Please note our policies accepted at check-in: SMOKE FREE

HOTEL – No pets allowed. $250 for smoking or having a pet in our property and

immediate removal.MR. [redacted] smoked in our nonsmoking room. WE had to follow

our procedure and what he agreed at check-in.His deposit was not returned to

his account and was kept as part of the smoking penalty. Please note that we

advertise smoke free rooms to all our Guests. We have already emailed a letter

to Mr. [redacted] addressing the issues.No refund or compensation will be issued in this case.

The charge for smoking will stand.Regards[redacted]Hotel Manager

Consumer

Response:

I have reviewed the 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.

I have reviewed the response from Mr. [redacted] and the simple fact is that I did not smoke in the hotel room or in any part of the hotel other than the designated smoking area. I requested that the hotel review their security camera footage to reinforce my claim that I did utilize the smoking area frequently. I am prepared to prove in court if necessary that I have a long history of not smoking inside any dwellings. The issue here is that I tendered a negative review of the hotel to trip advisor. The room was not clean when I checked in and the hotel staff was extremely rude and unprofessional for the duration of my stay.

Regards,