Had a horrible experience during May 2012. We were tired after a day at Disneyland, ready to kick back at 11PM, walked up to the hotel and our door was WIDE OPEN. There was a stranger inside rifling through our belongings claiming what was ours was his. Turns out a maintenance man let a guest with Alzheimer's into our room because he was insistent it was his own.
We were offered a room upgrade but didn't accept since we didn't want to move all our stuff at midnight. We were not offered a refund until I asked about it at checkout the next morning. When asked, "so are you alright with a refund for just one of your two nights," I responded "well, it would be great if we could get both nights free since this was such an upsetting experience."
The associate assisting me, a young man by the name of Steve, said "he could see I wasn't going to be happy with just one night free." I thought...well, you asked me, so I told you realistically that both nights free would be great 'cause who doesn't want that? He kept saying he wasn't going to refund me anything, and that I would have to call his manager. So I just said, it's okay, I'd really just like to settle the matter right now and I'll accept one night refunded. He didn't believe me and kept repeating that I would need to call his manager. I let him talk for about 5 minutes. Then I repeated that I'd like to settle the matter with one night free, and he gave me one night free.
What really made me upset was that he kept saying "I can't have you writing a bad review online, I just can't have you write a bad review online." What I wanted to say was, whatever I do online in my own time is my own business and you have no right to say what you "can" and "can't" have me doing online, but I didn't because I just wanted to get refunded and get out of there.
I also didn't tell him that I was already going to write a bad review because our customer service prior to this bad experience was very poor - unfriendly, unsmiling associates that seemed like they had better things to do than help their guests. Also, lots of things were broken or in bad condition in our room, the neighborhood seemed unsafe, the continental breakfast was nearly inedible, etc. So it would have been 1 star anyway.... Now I wish I could give it zero.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are very sorry to hear your dissatisfaction during your recent stay. We sincerely apologize for all the inconveniences you experienced.Please be assured that the issues you've raised have been addressed and the appropriate action has been taken.
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At Econo Lodge our main goal is to make your stay a pleasant and satisfying experience. We hope you give us a second chance and we'll do everything to make it right on your next visit.
Thank you for taking the time to share your concerns with us.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.