Econo Lodge Near SeaWorld

Complaint: [redacted] I am rejecting this response because: aircraft do not have fleas, we didn't bring them into the room they are in the parking lot and grassI never stated she was crazyMost of the response is and I have witnesses Regards, [redacted]

Dear Revdex.com Complaint Department, Mr [redacted] and Mrs [redacted] had been staying at our property for close to eight monthsThe reason for evicting Mr [redacted] and his wife, were due to a number of reasons, and the decision was hardThrough their stay we have tried to be cordial and hospitable as much as we could with the way Mrs [redacted] treated myself and staffMrs [redacted] had originally demanded we move them rooms about four months into her stay because she said that she smelled smoked from the room below herWe checked the room a number of times and not finding traces of smoke, as well as, spraying the room with smoke diffuser, Mrs [redacted] continued come to the front office and yell at my staff in front of other customersThen she "peel out" in the parking lot and speed off yellingIn fear of the safety, and maintaining peace for my other guest we moved the [redacted] 's to another roomMr [redacted] is correct about three weeks ago, they did complain about flees, but he does not mention that I did have a pest control company come look at his roomThe pest control company said they could not do anything in the room because Mr [redacted] had already gassed the room, and thrown salt all over the room to try to kill the fleesI told her we could not do anything for her because we did not have a room for her to stay in since each room was occupied that day, and the pest control could not do anything since they had already treatedI also advised Mr [redacted] that they are not allowed to cook in the rooms because that will attract bugs into rooms and they would be responsible for bugs coming into the roomAt this time, Mrs [redacted] continued to act irately, as she did before when she wanted to be movedShe started yelling up and down the corridors of the motel, came to the front office and yelled at my front staff, and the ownerShe was so loud and uncontrollable, one of the guests called the police on them, and I had a guest come up to me scared, asking if she is safe staying at our propertyThe officer spoke with Mr [redacted] and Mr [redacted] told the officer that his wife was crazyIn the middle of the conversation with the officer, Mrs [redacted] once again peeled out in the parking lot and sped offWhen Mrs [redacted] cooled off, she called one of me to apologizing, and stating that the flees were brought in by Mr [redacted] , who works on broken planes that are brought in from the fieldShe had stated that he "rolls around in those planes to fix them, and had brought them in"I was explicit in explaining that they will be responsible for treatments, and that we would move them to a new room but we did not want them transferring flees to the new roomOnce a room was available, we moved Mr [redacted] and his wifeTen days after moving them to a new room, Mrs [redacted] once again started complaining about the flees and started harassing my staffOne of I got a call at 11:pm from our front desk staff stating that Mrs [redacted] was demanding to be movedWe did not authorize this move because we did not want flees to be transferred to a third roomI did tell them that I would call our pest control company come out and look at the room in the morningMrs [redacted] continued to persist and had the police come out and threaten our front desk staff, to which she had to complyOur front desk staff moved the [redacted] s to now a fourth roomThe next I called the [redacted] s and asked them to leaveWhen I told them to leave Mr [redacted] was upset but he understood, but Mrs [redacted] grabbed the phone and started to yell saying "Look you're going to shut up and listen to what I say " I did not yell, but explained that we could not have them stay any longer for the safety of our guests and if they did not comply I would call the policeMrs [redacted] continue to yell very rudely on the phone saying "Go ahead call the cops and see what they will do"I had to hang up the phone on Mrs [redacted] because she just kept on yelling and threating my meMy manager called the police out of fear that Mrs [redacted] would harm staff, or cause damage to the propertyWhen the police officer arrived and the situation was explained to him, he asked if this was the same people he came out for last timeThe officer remembered the [redacted] s very well from the incident described aboveHe agreed that having the [redacted] s at our property could hurt our business, as well as, endanger staff and guestsWe asked the officer to let the guest know that they needed to be checked out by 11:am, which is check out timeThe officers did so and told us that if we needed them to come back to escort the [redacted] 's off the property to call them backThe [redacted] s left the property around 11:amWe do have a number of rules and policies for our property, some of which the [redacted] 's refused to follow, after we worked with them on a number of issuesFirst, we continuously worked with the [redacted] s on paymentWe had given them a reasonable weekly rate, which includes limited service and has a no refund policyThis is something Mr [redacted] has known from the beginning With the payment over and over again, we have worked with Mr [redacted] on making his weekly payments, when he did not have the full amount to payWe understood that he was a long term guest, so we helped him out at times by breaking up his payments up so he could staySecondly, we do not allow cooking in our rooms for fire safety reasons, and to prevent bug infestationsWe explained both of these reasons to the [redacted] s, but they refused to follow themThirdly, our staff went above and beyond for the [redacted] s, allowing them to have access to breakfast after breakfast hours, letting them use items from our supplies, and providing them with more service then what is offered for the weekly rate we gave themLastly, we asked the [redacted] s to stay calm, to talk to us in a respectful manner so we can solve their problems, because we want to make sure we them and other guests feel comfortable and safeThe [redacted] 's did not follow this requestMr [redacted] did ask for a refund, however, we will not be giving him a refund, because we do not process refunds on weekly rate stays, which Mr [redacted] was and has known about from the first day he stayed with us, and the cost of the service of the three rooms for pests and carpet, bed, and wall treatment, as well as, the cost of placing those rooms out of service until they are rentable will exceed Mr [redacted] 's total for the two weeks stayDue to the extent of the losses caused by the [redacted] 's, we will have to talk to our lawyers and insurance companyOn a side note, I am not sure how she found my front desk staff's address, but one of my staff members told me that Mrs [redacted] showed up at her house while she was sleeping, walked into her house, woke her up, pushed her and started yelling at her for being asked to leave the motel [redacted] ***General Manager

Dear Sir/Maam,I remember this guest specificallyI was present when [redacted] called the guest back to explain to the guest that no items were foundThe owner, herself went into the room to check for bed bugs, and any items left behind and she did not find anythingShe asked all staff members to see if they had entered the room prior to her initially going into checking it and no one hadWe also had our pest control come to check the room for bed bugs, and nothing was foundJust so you have it for record, bed bugs are transported by people, the individuals that stayed in the room before this guest had no issues with bugsWhen speaking with our pest control, they stated that the guest must be carrying bed bugs on them through their luggageBed bugs are not like roaches where they smell or sense food and they crawl to it, bed bugs are taken from one place to another in bags, human bodies, etcSince we did not have a case of bed bugs in that room, which was inspected through a span of several days, we can only assume the bed bugs were on the guest or in their luggageAs for the items left behind, nothing was found in the roomsAs mentioned earlier the owner was the first person to enter the room after the guest and she did not find anythingI myself was present when [redacted] explained this to the guestThere have been many times when guest have packed or placed things in their luggage and cars and can't find those items, and tend to place the blame on the hotel and hotel staff for them being missingWe have a very honest staff, especially when the owners enter the rooms for cleaning the rooms, and for maintenanceSince the guest made their booking through hotels.com, we can not issue a refund to the guest due to the fact that the guest paid hotels.com not our hotelHotels.com issues us a different credit card on behalf of the guest to charge for the stay they had at the hotel they book withIf the guest has any issues they should have taken the proper avenue through Hotels.com or to speak with a manager or owner, rather then accusing them of lying because they did not have an ideal stayIf you have any questions please feel free to give me a call at [redacted] , and I will be more then happy to give you more information.Best, [redacted] ***Owner/Manager

Complaint: ***
I am rejecting this response because: September 29, 2015First of all, Mr*** was not present when *** "called" me back, because it never happenedI did notask "all staff member" to see if they entered the room, because no one else was thereI only had a conversationwith *** that dayI was there, *** walked me to the room to check for the book, and then I leftMr*** is lying once againI'm sure there is a video somewhere that shows my interactions with *** and only ***on that dayI showed Mr*** pictures and video of the bed bugs and he told me two (2) thingsThe headboard in the pictures/video was not from his hotelThe bugs in the pictures were not bed bugsBoth statements were liesThere was a guest that was checking out on the Sunday I first spoke to Mr***, and she was complaining about bugs in the roomA female desk clerk was helping her and told the lady that she would speak to the owner he got thereThe woman wanted compensation and blamed the clerk for not helping herShe said that the clerk was just passing the buckThe clerk was upsetThe hotel does have bed bugs and other bugs and they didn't come from meThat is absolutely absurd that he would blame me for bringing the bugs; so for Mr*** to say that the bugs came from me is not trueAccording to Mr***'s email, I would've had to arrive at his hotel and place some bed bugs and eggs on the headboardWhy or better yet, how could someone plant bug eggs? This makes no senseThere is more of a possibility that other guests may have visited and left the bed bugs, because I don’t travel muchAlso, if you look at Trip Advisor, you will see that there are several complaints about bugs and a few about bed bugsJust about everything that Mr*** has stated in his email is a lieHe should be ashamed of himselfAlso, *** stated that Mr*** was the ownerIn his email he stated that “the owner, herself went into the room….” For the record, I never said that the staff was dishonestNor did I accuse them of stealing the bookMy issue is with Mr*** ***, the man that I spoke with, the same man that was going through my phone looking at the picturesI have never had any encounters with bed bugs, other than at this hotelSincerely, *** ***

Complaint: [redacted]
I am rejecting this response because: aircraft do not have fleas, we didn't bring them into the room they are in the parking lot and grass. I never stated she was crazy. Most of the response is false and I have witnesses.
Regards,
[redacted]

Dear Sir/Maam,I remember this guest specifically. I was present when [redacted] called the guest back to explain to the guest that no items were found. The owner, herself went into the room to check for bed bugs, and any items left behind and she did not find anything. She asked all staff members to see...

if they had entered the room prior to her initially going into checking it and no one had. We also had our pest control come to check the room for bed bugs, and nothing was found. Just so you have it for record, bed bugs are transported by people, the individuals that stayed in the room before this guest had no issues with bugs. When speaking with our pest control, they stated that the guest must be carrying bed bugs on them through their luggage. Bed bugs are not like roaches where they smell or sense food and they crawl to it, bed bugs are taken from one place to another in bags, human bodies, etc. Since we did not have a case of bed bugs in that room, which was inspected through a span of several days, we can only assume the bed bugs were on the guest or in their luggage. As for the items left behind, nothing was found in the rooms. As mentioned earlier the owner was the first person to enter the room after the guest and she did not find anything. I myself was present when [redacted] explained this to the guest. There have been many times when guest have packed or placed things in their luggage and cars and can't find those items, and tend to place the blame on the hotel and hotel staff for them being missing. We have a very honest staff, especially when the owners enter the rooms for cleaning the rooms, and for maintenance. Since the guest made their booking through hotels.com, we can not issue a refund to the guest due to the fact that the guest paid hotels.com not our hotel. Hotels.com issues us a different credit card on behalf of the guest to charge for the stay they had at the hotel they book with. If the guest has any issues they should have taken the proper avenue through Hotels.com or to speak with a manager or owner, rather then accusing them of lying because they did not have an ideal stay. If you have any questions please feel free to give me a call at [redacted], and I will be more then happy to give you more information.Best,[redacted]Owner/Manager

Dear Revdex.com Complaint Department, Mr. [redacted] and Mrs. [redacted] had been staying at our property for close to eight months. The reason for evicting Mr. [redacted] and his wife, were due to a number of reasons, and the decision was hard. Through their stay we have tried to be cordial and...

hospitable as much as we could with the way Mrs. [redacted] treated myself and staff. Mrs. [redacted] had originally demanded we move them rooms about four months into her stay because she said that she smelled smoked from the room below her. We checked the room a number of times and not finding traces of smoke, as well as, spraying the room with smoke diffuser, Mrs. [redacted] continued come to the front office and yell at my staff in front of other customers. Then she "peel out" in the parking lot and speed off yelling. In fear of the safety, and maintaining peace for my other guest we moved the [redacted]'s to another room. Mr. [redacted] is correct about three weeks ago, they did complain about flees, but he does not mention that I did have a pest control company come look at his room. The pest control company said they could not do anything in the room because Mr. [redacted] had already gassed the room, and thrown salt all over the room to try to kill the flees. I told her we could not do anything for her because we did not have a room for her to stay in since each room was occupied that day, and the pest control could not do anything since they had already treated. I also advised Mr. [redacted] that they are not allowed to cook in the rooms because that will attract bugs into rooms and they would be responsible for bugs coming into the room. At this time, Mrs. [redacted] continued to act irately, as she did before when she wanted to be moved. She started yelling up and down the corridors of the motel, came to the front office and yelled at my front staff, and the owner. She was so loud and uncontrollable, one of the guests called the police on them, and I had a guest come up to me scared, asking if she is safe staying at our property. The officer spoke with Mr. [redacted] and Mr. [redacted] told the officer that his wife was crazy. In the middle of the conversation with the officer, Mrs. [redacted] once again peeled out in the parking lot and sped off. When Mrs. [redacted] cooled off, she called one of me to apologizing, and stating that the flees were brought in by Mr. [redacted], who works on broken planes that are brought in from the field. She had stated that he "rolls around in those planes to fix them, and had brought them in". I was explicit in explaining that they will be responsible for treatments, and that we would move them to a new room but we did not want them transferring flees to the new room. Once a room was available, we moved Mr. [redacted] and his wife. Ten days after moving them to a new room, Mrs. [redacted] once again started complaining about the flees and started harassing my staff. One of I got a call at 11:30 pm from our front desk staff stating that Mrs. [redacted] was demanding to be moved. We did not authorize this move because we did not want flees to be transferred to a third room. I did tell them that I would call our pest control company come out and look at the room in the morning. Mrs. [redacted] continued to persist and had the police come out and threaten our front desk staff, to which she had to comply. Our front desk staff moved the [redacted]s to now a fourth room. The next I called the [redacted]s and asked them to leave. When I told them to leave Mr. [redacted] was upset but he understood, but Mrs. [redacted] grabbed the phone and started to yell saying "Look you're going to shut up and listen to what I say…" I did not yell, but explained that we could not have them stay any longer for the safety of our guests and if they did not comply I would call the police. Mrs. [redacted] continue to yell very rudely on the phone saying "Go ahead call the cops and see what they will do". I had to hang up the phone on Mrs. [redacted] because she just kept on yelling and threating my me. My manager called the police out of fear that Mrs. [redacted] would harm staff, or cause damage to the property. When the police officer arrived and the situation was explained to him, he asked if this was the same people he came out for last time. The officer remembered the [redacted]s very well from the incident described above. He agreed that having the [redacted]s at our property could hurt our business, as well as, endanger staff and guests. We asked the officer to let the guest know that they needed to be checked out by 11:00 am, which is check out time. The officers did so and told us that if we needed them to come back to escort the [redacted]'s off the property to call them back. The [redacted]s left the property around 11:30 am. We do have a number of rules and policies for our property, some of which the [redacted]'s refused to follow, after we worked with them on a number of issues. First, we continuously worked with the [redacted]s on payment. We had given them a reasonable weekly rate, which includes limited service and has a no refund policy. This is something Mr. [redacted] has known from the beginning.  With the payment over and over again, we have worked with Mr. [redacted] on making his weekly payments, when he did not have the full amount to pay. We understood that he was a long term guest, so we helped him out at times by breaking up his payments up so he could stay. Secondly, we do not allow cooking in our rooms for fire safety reasons, and to prevent bug infestations. We explained both of these reasons to the [redacted]s, but they refused to follow them. Thirdly, our staff went above and beyond for the [redacted]s, allowing them to have access to breakfast after breakfast hours, letting them use items from our supplies, and providing them with more service then what is offered for the weekly rate we gave them. Lastly, we asked the [redacted]s to stay calm, to talk to us in a respectful manner so we can solve their problems, because we want to make sure we them and other guests feel comfortable and safe. The [redacted]'s did not follow this request. Mr. [redacted] did ask for a refund, however, we will not be giving him a refund, because we do not process refunds on weekly rate stays, which Mr. [redacted] was and has known about from the first day he stayed with us, and the cost of the service of the three rooms for pests and carpet, bed, and wall treatment, as well as, the cost of placing those rooms out of service until they are rentable will exceed Mr. [redacted]'s total for the two weeks stay. Due to the extent of the losses caused by the [redacted]'s, we will have to talk to our lawyers and insurance company. On a side note, I am not sure how she found my front desk staff's address, but one of my staff members told me that Mrs. [redacted] showed up at her house while she was sleeping, walked into her house, woke her up, pushed her and started yelling at her for being asked to leave the motel. [redacted]General Manager