ComplaintsforEcono Lodge Motel

• Initial Complaint

  06/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 18-19th I stayed at this establishment. I booked a hotel voucher for this specific location through ********* on May 18th. The transaction for $87 processed on May 19th. When I checked into the hotel I told them I had made a reservation online, they asked my name, looked it up, and asked for my card. I provided this figuring they needed to put a hold like normal. However, I was unpleasantly surprised when a charge from EconoLodge posted to my debit card on May 23 for $73.30. This was in addition to the $87. I contacted ********* directly to get a refund for the $87. They asked a few questions, said they were opening a claim, contacted the hotel directly and would be updating me. This all occurred June 1st at 12:37 PM. At 3:17pm on June 1st, I got a notification from my bank that I was charged $73.30 by the same Econolodge. As soon as I got off work I called EconoLodge in Dewitt, NY directly at 3:37. Only twenty minutes later and demanded to know why my card was charged again when I only stayed once, for one night. The rude employee told me the person who charged my card had already left. I demanded he call that person, he told me he would not and told me someone would call me the next day at 10 am. Nobody from this fraudulent scamming hotel has ever returned that call. They managed to return the call to the ********* representative who reached out to them to confirm my stay. It is now June 6th. No refunds have been issued. I am out excessive amounts of money. Have been charged 3 times now for the same single night stay. Nobody cares to fix this, or do right by the customer.

  Business response

  06/22/2023

  BBB spoke with a representative at the business who explained that since the reservation was made through the third party, the consumer would need to contact the third party for the refund.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a booking at this hotel (booked and paid) on Tuesday, August 23rd for a room with 1 king bed, which included a free continental breakfast. I checked into the hotel at 11:30pm on August 28th and was told the hotel was overbooked, so I was moved to a room with 2 double beds. I was unimpressed, as my boyfriend and I were celebrating our anniversary, and a double bed is smaller than our bed at home. We had many other hotel choices in Syracuse, but chose this one solely because we could book a king bed. I asked to be reimbursed the difference, but was told no as I was already getting the room at a discounted rate. (I get a discount (10%) through my job) I was forced to sign a document, or else they wouldn’t give me the key to the room, and were completely fine leaving me stranded at 11:30pm if I did not sign the document. I signed, and wrote on the document that I sign on the condition that I could speak with a manager in the morning to discuss. I met with the manager in the morning who was incredibly obnoxious. He told me I was wasting my breath, and I wasn’t getting a refund. He walked away from me multiple times and told me to “talk to myself” and that he “didn’t have to listen to a woman.” When I asked for the number for customer service, he refused to give it to me and told me to google it. When I asked for his name he wouldn’t give it to me and said it was none of my business. He told me to “shut up” when another customer came into the lobby. I started to voice record (no video) and he told me he was going to call the police on me. I told him I was not looking for a full refund, as I DID stay the night, but ANY sort of compensation for the inconvenience. He told me I “wouldn’t see a penny from him.” When I started to call econolodge customer service, he told me they weren’t authorized to give refunds, and only he would be able to do so, so I was wasting my time. He also told me he would charge my card for “late check out,” and keep my deposit

  Business response

  09/14/2022

  Before she checked in she was told about our overbook situation and we are giving her a room two beds instead of one. She accepted it. The room with two beds rate is higher then one because it can accommodate more people. She was not charged extra for charging the room type.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I checked in on February 20th 2021 the front desk attendant was extremely rude, walked into room they charged me 114.99 for one night for , bugs everywhere, ants coming out of cracks in jacuzzi tub, faucet to sink not connected, no outlet covers on electrical sockets, stains all over bed comforter and very strong cigarette smell, office refused refund posted inaccurate pictures and when we went to the front desk to complain they made sure we hadnt yet taken pictures locked us out and refused to let us back in to take pictures and refused giving our money back

  Business response

  03/07/2022

  Raj Patel called BBB and explained that this was a non cancelable reservation and that the guest had used the room. Since the room was used the refund would not be possible.

  Customer response

  03/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not “use” the room !! We opened the door assessed the disgusting room and walked out we werent even in there for 5 minutes!!! This is a scam they know the rules about nys and refunds and they scam people they posted inaccurate photos on bookings.com and the room was not safe! Ant infestation aside the outlets didnt have covers and the sink faucet was not attached
  , additionally my son has allergies and the non-smoking room smelled very steongly of smoke! This is not what we signed up for and it was not safe to keep my children there! 
  Regards,
  
  ****** ******
  
  
  
  
  

*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. ↩