I called the hotel and spoke to the manager/front desk clerk the day before my reservation start date to change the room type (I wanted 2-beds instead of 1). I had a difficult time making this change and the clerk kept insisting that I give my home address over the phone to make the requested change. I thought this was odd; he said it was to verify my identity for CC purposes. I had booked through Orbitz.com and said that he wouldn’t have this information yet anyway so why did he need it over the phone? I felt hassled and thought about cancelling my reservation at that moment but didn’t. The next day, the day I was supposed to check in, I wanted to cancel but didn’t want to call the hotel back because I didn’t want to speak to the same clerk again. I called Orbitz.com and was told I didn’t need to call the hotel to cancel since their policy was that I wouldn’t be charged if I didn’t check in. The next day, I checked my banking info and saw a charge from the hotel. I called the hotel and spoke to someone (not the difficult manager/clerk) and I was told that it was a mistake, that since I hadn’t checked in then I wouldn’t be charged and he would pass that to the manager and reverse the charge. Weeks later and the charge hadn't been reversed. I called the hotel again and unfortunately, spoke to the manager, and he said I wasn’t told that I wouldn’t be charged (basically saying the second clerk I spoke to lied) and that Orbitz.com was wrong and that he wouldn't reverse the charge. Frankly, the hotel manager/front desk clerk is the most difficult, rude and unpleasant customer service rep I’ve ever dealt with and I will never stay at another Econo Lodge. Do not stay here. Do not even book a reservation here because you will feel hassled if you need to call and change it.
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- Also Known As:
- Econo Lodge New Castle
- New Castle Econo Lodge