Day 1 Aug. 30 checked in 3:10 PM
We did not get the room we had requested. We requested 2 queen beds, however our friends
did get the king bed they wanted. They asked if they could stay 1 extra night and they said it was no problem. My husband and myself had already pre-arranged to stay the extra night. Our friends told them they had a "cash certificate" from Choice Hotels from a previous stay.
Day 2 Aug. 31
We went down for our breakfast. It was dirty, very crowded and there was no air circulation. This should be looked into for future guests. We were on our way out in the morning and we spoke to housekeeping and I told them that I did not need my room made up for that day. However our friends, wanted theirs done. Housekeeping told them "Sorry, but you are not on the list for today" Our friends proceeded to tell her that they wanted there room made up and the housekeeping lady said "No, you're not on the list. You have to check out and then you
will get your room done" She did not have a very nice attitude at all. We told them at the front desk and their attitude was the same. There again was told "You have to check out to get your room done" I've never heard of that before. Any time that we've ever stayed in a hotel, housekeeping always came in, made the bed, vacuumed, emptied the garbage and made sure we had clean towels and toiletries. There was a bit of a "musty" smell, but we opened the window and sprayed some room freshener.
Day 3 Sept. 1
Went down for breakfast. Dirty again, very crowded and very hot and stuffy.
We were on our way out again and we spoke to another housekeeping lady and asked to have our rooms done. The housekeeping lady said "No, we weren't on the list. We have to check out and then the room will get done." My husband did ask her for clean towels and she did give them to him. She had a very nasty attitude. We spoke to the front desk again and asked about the cleaning of our rooms and then again were told "No, we weren't on the list" We went out for a little while, came back and our friends had got there bed made and new towels. We didn't get anything done.
Our friend asked them about the "cash certificate" and was told they would have to phone Head Office.
While were relaxing and talking, we had a look at the bedding that was on our bed. There was black marks on the blanket, looked very dirty on the edge of the bed spread (on our bed) and the other bed had big yellow stains on the underside of the bed spread. Not nice! The front desk called us at 3:30 pm and asked if we were staying the night. We said of course we told you that when we checked in. The Manager basically called us liars. No communications on the front desk, that's for sure.
Day 4 Sept. 2
Our friends checked out before us. The young man had to call the female Manager and ask what he was to do with the cash voucher. Finally, they did take the voucher. She paid cash for the balance and asked for a receipt. They told them they couldn't give her one as the room was booked under our names and the bill was all one. Our friend called me to let me know that she had paid cash and the only thing owing was our room. We proceeded to check out. The lobby was very busy so we thought we would put our luggage in the car and come back. My husband went back and I met our other friend that we gave a ride to London so that she could visit her family. My husband came back out as he was told to come back in 5 minutes. My husband, our friend and myself went back in. The manager was busy looking after someone else. What was the point of telling my husband to come back, he looked after someone else anyway. That was very rude. The young man at the front desk did not appear to know what he was doing. My husband told him and the assist. manager all we wanted to do was to check out. I left this matter with my husband and I spoke to a man that was in the lineup behind us and I found out that he had received housekeeping during his stay. We got none. The Manager didn't like the fact that I had spoke to this other man about the hotel. The Manager was, at this point, trying to help the young man get us checked out. My husband asked what the problem was, all we wanted was to get checked out. The voices between the 2 men were getting a bit loud, so I spoke up and told the 2 of them to calm down. The Manager turned to me and said "he didn't want to talk to me". I said fine and I left. I have never in my entire life been spoken to and treated like this!!! My husband was still trying to get checked out. The Manager said told my husband "why do we tell people facts on the hotel as they didn't need to know". My husband's reply was "they need to know" The attitude of the Manager completely changed toward my husband. Finally, the bill got paid and we even got a receipt! Once the bill was paid, my friend said to the Manager "You were very rude and disrespectful to that lady. My friend turned to walk away and the Manager called her a "f...g b...h". She turned around and told him "don't you ever talk to me like that" The Manager at this point came from behind the counter. My friend then said to him "why don't you back to your own country and she called him an a...hole". My husband went back in to see what was going on and said to the Manager "You should never talk to a woman like that" The Manager then proceeded to say "You f... off to" The man that I had spoke to previously, intervened between my friend and the Manger and ushered the Manager back into his office. My husband and friend met me outside and we proceeded to leave to go home.
My husband & I have done quite a bit of traveling and have stayed in various hotels. We have never been treated in such a rude and obnoxious manner as that mentioned above.
In this day and age where customer satisfaction is extremely important, unfortunately this experience has left a very bad impression. You have an individual running one of your Choice Hotels who clearly needs to learn manners & people skills. Let alone needs to lose the attitude. You can be assured that I will never recommend the Choice Hotel chain to any of my family or friends.
After all said and done Choice Hotels did give us our full refund. Thank you Choice Hotels.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for visiting our Hotel and for taking the time to write a review.
Let me begin by apologizing for your unsatisfactory experience; our goal is to ensure all of our guests are able to enjoy the Hotel and it is clear by your review we did not deliver for you.
We appreciate every comment we get, good or bad, as it tells us where we need to improve our hotel so guests can have a happy stay. Once I read this review, I immediately talked to our maintenance worker to fix the circulation unit in the breakfast room. The hotel was sold out during your stay so its really hard to control the amount of people going in to eat.
I have also spoken to the housekeepers to ensure that every guests needs are being fulfilled when they are approached by a guest. They should have cleaned your room once they were asked so I apologize on their behalf.
I can assure you that this is not typical of our hotel as we make every effort to provide a stay that fully exceeds our guest’s expectations.
The cash certificate that was presented during check-in was very confusing to us as we have never seen one before during the 2 years we have managed the hotel, but it eventually was taken care of before you checked out.
During your check-out, it was very unprofessional of the front desk worker to speak to you like that and since this review has been posted, we have spoken to him and made him undergo new deserved training.
I agree when you say customer satifiscation is key in the day and age, & we are very sorry we were unable to satisfy you during the stay.
Hopefully we get to see you again to apologize in person and to show you that customer satisfaction is the number 1 thing we think about.
Econo Lodge Owner
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.