ComplaintsforEcono Lodge of Monroe

• Initial Complaint

  04/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When we first arrived, *****, the lady at the front desk, was extremely rude. One of the reasons we chose this hotel was for the pool, and when we arrived, there was a sign saying the pool was closed until further notice. I looked at my daughter and apologized to her. A few minutes later, the lady hangs up the phone, and just stares at me. I finally said that we'd to like to check in. I gave her my information, got the room key, and went upstairs. One of the room keys didn't work. We get into our room, and it was not cleaned very well, the tub was dirty, the bathroom floor wasn't clean, the sheets were dirty, there was old food crumbs in the corners, the microwave was dirty, the outlet by the beds didn't work, and we didn't have any towels in the bathroom. I went downstairs to the front desk to ask for towels. The same lady gave me 2 towels and 2 hand towels. I explained that I need at least 3 towels, because there are 3 of us. She absolutely refused to give me a 3rd towel. She said to me "When you use the towels I just gave you, bring them downstairs and I will replace them with clean ones." Then to top it off, the windows were not sealed properly and it sounded like a wind tunnel the ENTIRE NIGHT. I've never been treated like this at any places I've stayed before. I told the lady that I'd never stay here again. She looked at me, and shrugged her shoulders at me. If I thought that I'd she would have given me a refund, I would have asked for it, and went to another hotel. I'd like to get a refund if possible or at least something be done about this lady.

  Business response

  04/18/2023

  [BBB Transcription via Email]

  Thank you for writing to the Econo Lodge Inn and Suites regarding your recent experience at our property.
  We appreciate your time and business, and are grateful that you've shared feedback that'll be helpful in evaluating and bettering our systems and services.
  
  Our apologies that we as a team could not provide you with a satisfactory stay, despite our ongoing best efforts to upgrade the property and ensure adequate training for staff.
  We assure you that we are working on all  the aforementioned aspects with the guidance of the brand standards, and would be happy to discuss this further.
  
  Thank You.
  
  Yours Sincerely.
  
  Econo Lodge Inn and Suites Team, Monroe MI
  

  
  

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i made an online order for a room at the econolodge originally staying for one night i was having troubles so i decided to stay a little longer paying cash for all but the first day. my original plan was to Saty till 01/09/2023 on 01/07/2023 i came back to my room where all of my personal belongings were gone. i was scared to be there anymonre so i went to the front desk explaind that my room was empty of all my belonging and i did not want to stay there any more because i was concerned for my safety the lady at the front desk i believe her name was hailey was very nice and helped me the best she could. i returned the key to her checked out and she gave me a refun for the two days i paid for and was not going to stay. on 01/09/2023 my card was charged 129.60 for the days after i checked out. i then went and spoke with another manager i believe her name was *****, i stressed to her about this transaction and all she could say to me was "your husband thinks your *****" i asked her several times that my personal issues have nothing to do with this transaction. i finally got a hold of the general manager MR.*** at ************ and emailed at ************************** he agreed to fix the charges and he never did. i still have not received my property that disappeared from my room either. i have no idea who the room was given to or for how long. I asked why there was a active key after i checked out and why they never asked whoever for payment or id beings i was the only one listed on the room. they hung up on me and refuse to help me anymore. i have disputed this with my bank along with the receipt proving i checked out 01/07/2023 and refunded the rest of the days that i was not there. Then they went back and charged my debit card for someone else to stay. im reaching out for a refund of 129.60 and my personal belonging back

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩