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:05/01/2025

  Type:Product 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.

  The hotel charged my card multiple times, saying it was declined but the card machine said approved and it posted to my bank account. We paid cash, and still can't get a refund. No hot shower even after 5 different rooms, no water pressure, dirty rooms, poor service. My biggest issue is no help getting a refund back. I spoke with multiple people saying it was refunded but it's still posted and charged even after speaking with hotel staff. I feel bad for everybody else that's been blatantly scammed as I was myself but I sincerely need the money back they double or triple charged me. $288 and some change, receipts and bank statements to show and STILL nothing. I can't afford to wait weeks to receive that amount of money back. Am I supposed to not pay my bills because the hotel is stealing money from people? Because both of those are happening. I'd love a health inspector or safety/occupancy inspector to walk through even just one building there because it would be shut down immediately. I just want my money back. And nobody at econolodge has been of any assistance and I have no idea where to turn next.

  Business Response

  Date: 05/03/2025

  To whom it may concern, 

       We understand Mr. ****** concern and we acknowledge that the customer is always right but we have done everything that needed to be done to rectify this matter. We refunded him 50% of his cash payment and we released the hold that was put on his card. We have explained that it can take up to 14 business days for his bank to release the hold. We even spoke to Mr. ******* wife who seemed to have understood at the time. He even reached out to ************* customer complaint department and this is what they told him:

  "Choice Agent actions:
  - Apologized for the confusion and acknowledged the issue with the charges.
  - Requested customer's account number to verify the charge.
  - Confirmed the charge details and identified that a refund process was already initiated.
  - Explained the typical time frame for releasing a pre-authorization hold.
  - Sent a report to the property's general manager to request the release of the pre-authorization hold.
  - Provided a case number for customer to reference.
  - Offered the email address of the property's general manager for further communication.

  Conversation results:
  - Agent confirmed that a refund process was underway but acknowledged it might take several business days for the pre-authorization hold to be released.
  - Customer was given a case number to follow up on the issue if the refund was not processed.
  - Customer was informed that the property's general manager's email was used to submit the report, and they were advised to contact the property directly if needed."

       So, you see we have done everything we could to satisfy his request and there is nothing else we can do. At this point it is between him and his bank to have the funds released. the other issue he had was that there was no hot water and for that we did apologize and offered him two other rooms to look at so that he and his wife can shower in. Unfortunately, we had a car show event in town and  those were the only rooms we had available at the moment and we wanted them to be able to take a shower. They did use one of the rooms to shower and then decide they wanted to leave so we refunded them $144 out of the $288 which is half of the total room charges as he requested. He claims that nobody at the Econolodge have been of any assistance to him but we spoke with him and his wife on the phone and explained this same thing to them and assured them that the pre-authorization hold was released and that his funds should be back in his account within a specific time frame and that there was nothing else we can do on our end. We truly understand him and wish there was something else we could do but at this point it is up to his bank to release the hold on their end. We wish Mr. ***** the best and hope that his bank releases the hold soon. 

  If Mr. ***** and his wife have any further questions they are free to reach out to us at any time and we would be happy to explain everything to them again. 

  Sincerely, 

  Mohan Zaver 

  General Manager

• Initial Complaint

  Date:03/31/2024

  Type:Product 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.

  3/15/2024 The key card don't work?The door don't lock my stuff can be stolen So the only lock I have is the inside sway bar at the top of the door It is all fair but he want his ?? money If I leave this room I can't leave for very long time cause the door doesn't lock

  Business Response

  Date: 04/10/2024

  Dear BBB,

  This compliant is not correct. Mr. ********************* was not the original renter of the room he is complaining about. *************************** paid and ************** occupied the room without us knowing about it. A week later he came to pay for the room and when we found out that ************** was the actual occupant we took his information to make him the legal occupant of the room. He claims that the key card did not work and they addressed that complaint with us the day they arrived. It was a matter of reprogramming the lock and opening the door. The problem was solved that same day. No other issues were brought up to us during that time frame. ************** is still staying with us in the same room until 4/16/2024, therefore, if there was a problem with his door not locking why has he not come up to the front desk and addressed the issue. Until now we have never had an issue with that room or the Better Business Bureau.

  He also claims that we do not understand English which is also false. He comes in for coffee and gets service everyday and he has never said anything to any of my crew. My Assistant Manager is at the front desk during that time and he has never approached her with any issues. ************** looks like he may have some kind of mental disability and does not interact with us.  Therefore, I will not be issuing any refund to ************** for his stay. 

  Thank you for asking for our response and hearing our side of the story.

  Sincerely,

   *******************************

  General Manager