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:05/08/2024

  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 room at the econo loge at the university in ********************* for Friday, May 3- Sunday, May 5. When I went to check in. The place was filthy. The person behind the desk was squatting bugs. It smelled like musty mold. The air vents were clogged with dirt and grime. It was very unsanitary. I booked to be convenient to my sons college graduation. But couldnt even stay in main office due to breathing issues. Its really nasty. No way I could stay there seeing how filthy and buggy it was. I asked for a refund. He said he could refund me for the 2nd night which I havent recieved yet. And the first night the manager could only issue and he wasnt there. I have tried to call and no one answers the phone. So I would like this resolved and my refund given to me. I did not stay at this hotel.

• Initial Complaint

  Date:08/25/2023

  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.

  We booked a week at the Econo Lodge in ****** ** after being told the rooms were recently renovated. Upon arrival, after driving for 14 hours and arriving late at night, we checked in. The rooms to say the least were not as expected. I went to front desk to let them know the room was not acceptable and that we would stay tonight, because I did not know where else to go, but that we did not want to stay the week. They never offered a different room, just said I would need to speak to manager in the morning. When I went to speak with the manager after not being able to sleep. When we finally got to speak to him and explained our problem and showed him the awful pictures, he said he would have to charge me a 2 night minimum. I said I didnt want to pay the 2nd night because of the room condition. I let him know I came down to complain and wasnt offered another room. He said something about hed have to look at the room and I said lets go, Ill show you right now. Then he got real defensive and abrupt making accusations. Very ignorant with no customer service skills. I said that I would call corporate to instead of dealing with him and the lady working the desk and asked for the number. They both said youll have to look that up on line.I called corporate a filed a complaint and request for the refund. They said theyd look into and gave me a claim number and said I would here something in 24 hrs. That didnt happen. When I called back, the person I spoke to told me I would be getting a full refund but that it could take up to 10 days. I waited the 10 days, called back and was told they dont have that info. After several calls and repeating the story at least **** times they said I had to deal with hotel directly. Finally got a supervisor who called the hotel. The hotel only issued a refund for balance of days still charging for the 2nd night (after 22+ days).

• Initial Complaint

  Date:07/07/2023

  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.

  Went to the hotel 6/30- until 7/3 checked into a room- smelled like bleach and Mr. ***** and it was very dirty- trash lined the hall. Gave them the benefit.- Got keys to a 2nd room was not clean and had stains on the sheets with some type of bug carcass on the mattress. We ended up leaving this gross place in about 25 minutes. Did not have a place to stay on the 4th of Juky weekend. Just could not stay at this gross hotel. The whole hotel is disgusting. should be closed doem. Employee at the front desk rude and gross. No manager on site eihter No one should ever be able to stay here.

• Initial Complaint

  Date:05/01/2023

  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.

  April ***** 2023 On April 16th 2023 I used hotels.com to make reservations to stay at the econo lodge at the university from April *****th- (a total of 3 nights. leaving on the 28th.)On hotels.com I put I would pay when I get there( which would be on April 25th)But the econo lodge pre charged my card on April 23rd for the amount of $345.87. ( 2 days before I checked in)After I arrived at the econo lodge on April 25th and went up to my room- the outside door was broken anyone could come in to the hotel , this made ** feel unsafe.Then in our room our bathroom door was broken, along with our chair in the room( which had tape on it,)and the lamp was very rusted.Within 2 hours- I went down and complained about what I saw and asked for a full refund. The young boy at the desk said i would be fully refunded. 2 nights from the econo lodge and I would need to get the 3rd night refunded from hotels.com since that is where I made my reservation and It was for that night that I already checked in for.Then on the 27th- the Econo lodge withdrew another $106.00 from my card. When I reached out to hotels.com they informed me that since I selected pay when I arrive that they were not responsible for any of the $ taken from my card. hotels.com also reached out to the econo lodge to help get my refund.-Hotels.com emailed me back saying the econo lodge is sticking to their cancellation policy and I will not get any of my $ back. This is the cancellation policy from my reservation on April 16th from hotels.com Cancellations or changes made after 4:00pm (property local time) on Apr 20, 2023 or no-shows are subject to a property fee equal to the first nights rate plus taxes and fees.

• Initial Complaint

  Date:10/04/2022

  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.

  Our Sat flight was delayed then canceled, our booking agent called Econo Lodge at the University in Conway SC hotel to advise them that we'll be showing up the next morning, Sunday, by 9AM. They asked if we could adjust the reservation from two nights to only one night but were advised, fairly I think, that the reservation was "in-use" so that was not possible.
  When we arrived Sunday morning at the hotel to check in. Jonathan at the desk advised us that he was also on duty when our booking agent called the night before,. He stated they "gave away our room to another guest". and told us we'd have to come back after 3PM- after housekeeping turned the rooms over. he assured us we would only be charged for Sunday-Monday, one night, since no rooms were available for us to use, He advised us to talk to the manager who would next be on duty on Monday morning to get the credit since he could not post it.
  On Monday morning, the GM was very polite but advised us since we booked through a third party we would need to address our concerns with them.
  What's happened since is that the hotel is denying our request from our booking agent for a credit noting their policy allows them to rebook "no show" rooms when guests don't show up. To be very clear - we did not "no show" The hotel knew we were coming the next morning. They can't both tell us the reservation is in-use and can't be canceled, and then give away our room to someone else. They are trying to double-bill that room to me and another guest who used it. They also told us we'd be getting a credit at the front desk, but are now not honoring what they told us. We are happy to pay for the one night we had access to the room, and expect a refund of $78.19 for the night their front desk person advised would be credited when we tried to access our room on Sunday morning, but were advised if was given away.