Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 06, 2025 I rented a room with a hole in the wall and barely picking up 7 channels. Room was not acceptable. I paid $280 for 5 nights. After several bites on my skin was irritated and I had caught head lice. My head was itching I went to office Feb. 7, 2025. I am man was standing at dest on speaker phone. They were in room 131 the lady was saying bed bugs are in the room. I asked for my $25 cash security deposit and my remaining $225. I was given back cash for security deposit. I was told you call manager back in 5 mins. Then 1 hour so I gave my number and asked **** to call me back. No return call, so I called choice hotels since they own Econolodge. Rep *** gave me a ticket number. They said to call back & I been given the run around. No on has called me back or given me my refund. I have notified ****. Please help.

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reserved 3 rooms for 2 nights at least a month before and confirmed by phone one week before. Upon checkin on Sept 27 I was told by the "kiosk" that there was no reservation. I was able to reserve again, after 45 minutes of trying to communicate with the kiosk person but then there were issues with the rooms and all 3 of us decided we could not stay 2 nights. One person would not even stay one night due to the problems with checking in. The two rooms that we did stay in for one night had TV issues and both showers would not drain. When we left and said we wanted a refund for the remaining night, I was told we had to talk to the manager who would be in later. I called back 5 times that day to speak with the manager. On the last phone call I was told I would be reimbursed and my credit card would see the refund in 2 days. I did not receive a credit so I called them back at least twice after that (and emailed a couple times) and was told the manager had to speak with the owner. They apologized a number of times and said they would "take care of it" but it has now been 2.5 weeks and I have received no further communication or credit to my account. I just want this hotel to honor their agreement in reimbursing me for 3 rooms for the night of Sept 28, 2024.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was put on the no rent list when renting through airbnb. My boyfriend and I had rented from there for several months from February till June of last year. We were accused of stealing a ** which we had asked the maintenance guy if we couldn't take the ** out since we had brought our own we didn't want to accidentally damaged it by keeping it behind the entertainment center. They're all so accused of breaking the couch which is false because this is one of the old couches before they remodeled and any of the couches I had seen in the other rooms all had legs falling off of them and things so we did not cause any damage to the property and we do not steal a television. I would like to remove from the rent list so that I can rent there again because it's the most affordable place in town while I'm waiting to move into my place June 1st.

  Business Response

  Date: 04/01/2024

  We are sorry but we stand by our decision to place you on our "Do Not Rent" list. Our decision was made based on reports from our staff regarding the incident involving the ** and the couch during your previous stay with us.
  While we understand your explanation regarding the **, it is our policy to ensure the safety and integrity of our property at all times. Unfortunately, the circumstances surrounding the incident led us to take necessary precautions.
  Regarding the couch, we take all reports of damage to our property seriously, regardless of the condition of the furniture prior to any remodeling. We must maintain the quality of our accommodations for all our guests.

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I reserved a room at this hotel on 9/22/23, and it was the most dirty, disgusting hotel weve ever been to. We paid ****** to reserve a suite. The pictures online look nothing like the room. The room had a dirty bathtub, hair in the shower, stains on the walls and ceilings, dirt on the bathroom floor, tiles and paint peeling. The worst part was that it smelled like smoke and mold. We had to give $50 and say we wouldnt smoke, but the whole hotel smelled. I am pregnant with asthma and still having trouble breathing the next morning. When we reported that the room was not as advertised, a person handling transactions through a virtual kiosk told us that management couldnt refund us our money but they could get us another room. The hotel was disgusting. We didnt want another room. However, that was our only option. We got the $50 incidental fee back but left to go to a hotel down the road. As we left, we saw broken windows on some of the rooms. In addition to the health hazards of this place, it felt unsafe. I have never been so disappointed in a hotel.

  Business Response

  Date: 10/12/2023

  We are very sorry to read about your experience, Please reach out to us on ************. We would like to fix this.

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a room through Booking.com. canceled 3 weeks in advance and received free cancelation email confirmation. 5 months later, had 2 charges from this place on my bank account. Disputed with my bank and they reversed one, but left the other due to "verification documents" the business sent them, which were completely fabricated as I've never even been to ******'s Point. Not sure why this business still had my credit card info 5 months later. Unsettling. Have since switched cards. Called to speak to a manager about this, no manager available. Looking at their reviews, this seems to be a common theme. I need my money back or the next step will be a police report for fraud.

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were expecting a credit back to our debit account at *** of $75.86 - as we had paid for three nights at the Econolodge ($234.18) - and cancelled the third night of june 24th.We waited a month - and that 'credit' on our bank statement still said 'pending' .So, we called Econolodge and they said the credit was released on June 24th to our SCU bank. "It was the bank's problem". We called the bank and they said they did receive that released credit of $75.86 from Econolodge on June 24th, but that process was then 'reversed' by Econolodge on 6/25. On 7/24 the bank said to call Econolodge back and tell them to re-release the credit. SCU bank said they would file a complaint, too, to see if they could get the appropriate credit to our account.We notified the **************** of ************* on 7/24- and they said they would look into it.We emailed the Econolodge manager on 7/24, telling him of this 'reversal' and asking him to re-release the credit of $75.86 to our ******************* checking account. So far, this hasn't happened.

  Business Response

  Date: 08/11/2023

  We processed the refund for ******************* for the mentioned amount.
  
  On 11-08-2023 12:48 am, ***************** wrote:
  > *****,
  >
  > Can you please look into this and take care of it?
  >
  > ----- Forwarded message from "Better Business Bureau"
  > <********************************************************> -----
  > Date: 8/10/2023 at 12:39 PM
  > Subject: The BBB of ********* has received a customer comment
  > regarding complaint #********.
  > To: **********************

  Customer Answer

  Date: 08/22/2023

  Yes, the issue is resolved. I received a phone call from a corporate accountant about a week after I contacted BBB... and my credit was returned to me, that day of his phone call. This accountant apologized, and said local staff of this motel chain haven't been trained well and he must spend hours each day correcting their mistakes on giving credit for cancelled reservations. 

  
  

  I can't be sure if this is the reason, (as I had asked my credit union to get involved, and I had sent several messages to the ** of the motel chain, )  but I'm giving BBB credit for getting this resolved. It seems your attention to this matter....brought this to the accountants attention.

  
  

  Thanks.

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:06/02/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been overcharged for staying at a hotel by over $1,000. They have so far reimbursed me $900. They still owe me $196.00. Ive gotten the run around from them saying they will send me a receipt and not overcharge me-not true. Saying they will call me back-not true Saying they will reimburse me-not true Saying to call back in 30 minutes and then I call back and that person isnt available for another 30 minutes Asking to speak to a manager and saying they arent in but to call back tomorrow. A month has gone by and they still owe me money and have completely scammed me. Im wondering if they are fraudulently charging other customers/guests by over $1,000 dollars for staying there only one night or if this is a discrimination issue at this point honestly. Ive never been treated so poorly and this is the worst customer service experience Ive ever had in my life. The tv didnt work when I got there and the room smelled like garbage (especially the fridge). For peoples mental health and safety I wouldnt in my lifetime recommend staying here. It was the absolute worst experience.

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There ** black mold in our bathroom which is unacceptable and we still haven't received refund.

  Customer Answer

  Date: 06/16/2023

  My My boyfriend and I have been staying at the Econo Lodge for at least a month or so. However, when my boyfriend Paid for my dad to stay here for the weekend for my birthday. It was originally a $159 for Friday through Sunday. But then my dad ended up staying till Monday. They added one more night on and charged him a separate payment for $209. The ********** was $209 but they never returned $159 from the previous reservation before it was extended.

• Initial Complaint

  Date:06/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room 1 year ago for the upcoming car show in **** **. 2 weeks ago I confirmed my reservation and was guaranteed my room for July 7th. Yesterday I was contacted and told that my room was under construction and that they had no rooms available. When I asked if the motel was going to close they hung up on me. I tried to call back and they would not help me. I Feel as though they sold my room to someone else for a higher price. Why would any company start construction 2 weeks before the biggest car show of the year it doesn't make sense.