Econo Lodge

From: [redacted]<[redacted]>Date: [redacted]Subject: To: [redacted]I had filed a complaint yesterday and today I actually got a refund from choice,hotels(the econo lodge hasn't,said,anything) I have reached the desired outcome

Dear [redacted],Thank you for taking the time to respond regarding your recent stay at our hotel.Your feedback is very important to us and we can assure you that we will use this information to do everything possible to create an enjoyable experience for each of our guests.  Unfortunately, at this time, our cancel policy on your reservation is in affect and we won't be able to withdraw the cancelation fee. We have looked over our file and our sales team only sees one charge as of September 22, 2015 for the cancelation fee. Thanks! We hope to see you again soon!Sincerely,Daniel K**General ManagerEcono Lodge,Laramie307-745-8900

Hi, I am writing in regards to ID# [redacted]. We received another correspondence about their complaint and I am writing in response to that correspondence.In regards to letting us know about the rooms being dirty, they did not say anything to us until they checked out. I stated this in my last response. They were here for more than 1 night and if the rooms were that bad, then I would think that you would say something the first night when you checked in. The 1 room that the mother stayed in was completely trashed when they checked out. There was garbage everywhere and food ground into the carpet. There is no way that I would have been able to decipher what was dirty before they checked in and what they caused. Our rooms are inspected on a daily basis by our head housekeeper and if there is anything dirty or wrong with the room, the housekeepers are made to redo it. We are also inspected for cleanliness by Choice on a regular basis and have passed with great reviews every time. As for the incident with the broken chair, the front desk clerk at the time went up and removed the broken chair from the room and offered to replace it with another chair and they said that they didn't need it. As for the complaint about stuff being behind the tv stands, nothing was ever said about that until this complaint. Like I have stated before, our rooms are checked on a daily basis.

Initial Business Response /* (1000, 10, 2015/12/21) */
Mr. [redacted] has stayed with us several times, and I hate losing his business. He had two rooms reserved. When you make reservations, you're given the rate over the phone. There are coupons out there that clearly state they are for walk-ins...

only. He wanted to cancel his reservations by 4:00 day of, and he came after 4:00. He stayed in both of these rooms those nights. He called the next day asking for his money back. I apologized to him and he was not nice about it, and he was not happy with my response. The things he was asking for were against hotel policy. It shows on our website that reservations must be canceled by 4:00 the day of the reservation, and not after.

[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]

[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 **...

[redacted]
Regards,
[redacted]

This guest came for a one night stayed originally. The night she came she came in as a walk in, so the room was not available. The front desk sent her to a new room. She stayed in that room a full 24 hours. We contacted her because all her personal belongings were still in the room. She asked for us...

to add another  night to her card because said she was going to stay in the room. She said the room was suppose to be discounted the 2nd night. There was only a discount for the 1st night. After she complained I told her we would charge her $51.99. She was then unhappy with that discount because it was not a large enough discount to her. Her original walk in reservation was for 1 night. When she added the second night, and she started complaining once she found out she as not getting the discount she wanted. She did not complain at all about these issues the first night she stayed in the room.

Date Sent: 9/13/2017 6:46:35 PMWe spoke to Mrs. [redacted] on Aug 25th regarding clerk error for overcharging, and send her email copy of refund. Refund of $60.10 was issued on 08/25/17 Thank you,Henry B[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.
I made my reservations through Hotels.com and I did call them. They reached out to the manager who refused to refund my money. They went along with the hotel manager, and said sorry, he will not refund your money. I photographed three bed bug carcasses behind the headboard, where the manager told us to look, showing them to him; and many fecal spots in the folds of the mattress. He admits in his response that we found bed bugs. Clearly someone other than the two businesses involved needs to decide that this health issue was sufficient to warrant a refund. Of course the business will say "no" if they can get away with it. Live bed bugs are very difficult to find and infestations are easily transmitted home. We had a baby with us and of course we could not risk staying. I called the health department and they agreed with me that we should not have stayed where there was evidence of bed bugs. Please require the business to refund my money.
Regards,
[redacted]

We offered numerous ways to remedy [redacted] , 1) Our claims dept. , 2) Binding arbitration 3)We also offered a $800.00 settlement all of these offers have been turned down.

Initial Business Response /* (1000, 10, 2015/08/18) */
Ms. [redacted] please accept my apology for the bad experience at our hotel. When I was notified about the customer issues the customer had already contacted CHOICE HOTELS. CHOICE resolved the issues with refunding the guest 1 night stay like the...

guest requested. I am unsure of the time it will take for the guest to receive the refund. The issue has been resolved guest just has to wait on her refund check that was processed on 7/04/2015.

To Whom It May Concern,   Service Manager left message for [redacted] in regards to refunding him the amount of $60.96. We will be refunding the customer once we receive a call back.   If you have any further questions feel free to contact me at the information below.      ...

Thank you   [redacted] Customer Relations Manager Tim’s Auto Group [redacted]

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
EconoLodge Inn & Suites Gilbersville Ky
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
Person Who Sent the Complaint:
[redacted]...

[redacted]
Staff Member:
Response:
We are sorry for the inconvenience. But the issue is now resolved.

[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]

Complaint: [redacted]
I am rejecting this response because:please have [redacted] pull the camera I refuse to be treated in a manner that made me feel not safe in fact he was the one shouting and being rude there were witness in the lobby so I am asking that [redacted] pull the camera and let us see what really happened the camera doesn't lie but he defiantly is, [redacted] also did call me a freeloader and I am very offended when our room was paid for the week And just because I asked to be accommodated to the other side of the building because I do have small children and didn't feel safe with the truckers I that side of the motel. He was confused about the reservation as well and finally put us in one after we called to make sure we were set and when we got there it was an excuse to why we almost didn't have a room. I have know idea what is going on in his personal life but how dare you tell me a customer I am a freeloader. He will not receive my business again and I Will make sure to tell everyone of my horrible experience at the [redacted] he was arrogant and to assume I Was asking for free sodas  is appalling when the machines were broken so I politely asked if there were anything to drink he said he had coke, diet and Sprite he brought them to the counter he did not say that we had to purchase the items only after the fact I posed the question are these two cokes compliment and that's when [redacted] starting going on a rampage like a child talking to me in a manner that I didn't appreciate. He will never receive my business again and I will make sure to let people know how he really is. Wish him the best In his endevers but as far as Im concern he is very unprofessional and rude. And to lie on this statement just shows his character and what type of person he is.
Regards,
Lacretia Lumas

Thank you for taking the time to write a customer experience letter regarding your recent stay at our hotel.On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Your satisfaction is important to us and we will be using the feedback you provided to...

make improvements to ensure we offer an exceptional experience for our guests in the future.Unfortunately we will not be able to provide a refund. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. Sincerely,Econo Lodge Wormleysburg, PA 17043

[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 I*...

[redacted].
Regards,
[redacted]

Business Response to a Complaint
8.5pt">Complaint ID#:
[redacted]
Company Name:
EconoLodge Inn & Suites Gilbersville Ky
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
Person Who Sent the Complaint:
[redacted]
Staff Member:
Response:
We are sorry for the inconvenience. But the issue is now resolved.

[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],Thank you for taking the time to write us regarding your recent stay at our hotel. On behalf of our entire team, I would like to apologize for...

failing to exceed your expectations. Your satisfaction is important to us and we will be using the feedback you provided to make improvements to ensure we offer an exceptional experience for our guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.  Sincerely,Daniel K**General ManagerEcono Lodge,Laramie[redacted]

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.