I've booked a room for my husband on May 25 - May 26 for a business trip. I've originally booked through booking.com for 3 people for $140 a night. Then cancelled and re-booked through booking.com the same night for 1 person for $134 a night.
when my husband arrived on May 25 around 10:30pm, Econo Lodge front staff Mark said he can't find an active booking for him, he only found 2 cancelled booking. I called booking.com to verify and the agent said it's still active on his end, he said he confirmed with Mark that the booking is still active, we can go ahead with the booking. Then I called Econo Lodge again to let him know, but Mark left, the night staff Linda took over, she said no one called Mark, and the booking is still cancelled on their end.
Linda is the most impatient, rude and difficult front desk person I've ever talked to. She said no one called, the booking is still cancelled on their system. She said my husband can just book through Econ Lodge. I told her that I need to make sure that the booking.com is not charging me money because the booking on my end isn't cancelled. And if my husband make the booking with Econo Lodge, then we might be getting double charged. (Econo Lodge charge him, and I got charged again with booking.com).
Linda just doesn't care, she said it has nothing to do with her, it's my job to deal with booking.com, she doesn't care if I get double charged. Her attitude and her raised voice tone is making me frustrated as she's making the matter worse.
I then called booking.com again to confirm the booking, this time another agent said they'll cancel the booking from booking.com and ask Econo Lodge to agree not charge me penalty charge to cancel the booking. And then I called Linda again to confirm, she said she agreed to booking.com that they won't charge us once the booking is cancelled on my end.
That's not it, there's more. After my husband finally checked in around midnight, he told me they charged $140. I told him why $140, it should be $134. I called Linda again, and she said she charged $140 based on one of the cancellation. I told her that the cancellation is for 3 people, and since there's only my husband, why is she charging 3 people rate? She then start to say the system does this. I then ask her there's the other cancellation that's for $134 but only for one person, why didn't she charge that rate. She said she'll adjust that, without apologizing for her mistake. Again, the way she talk is super impatient and doesn’t even let me finish my sentence. She’s constantly talking over my voice.
I said to her you just can't admit your mistake right? and she refuses she’s done anything wrong and said she has customers lining up (at 12:30 am) and she can't talk to me anymore and hung up my call. WOW, Econo Lodge, great customer service training. If it wasn't super late at night, I will NEVER ask my husband to check in to this place.
The next day, I called their manager, guess what, I got a VM and never received a call back. I guess that's how they train people at this place.
My husband told me, the next day morning when he's checking out, the manager was rude as well doing the proof that he did check into this place and make sure we don't get double charged.
I know that I might get ignored on this and they think they can get away from this, but I'll give you bad review all though the internet until you take in my feedback. No customer should be treated like this. I know the manager of Econo Lodge doesn't care about this, then I will move up to complaint to the higher level of the company until my voice is heard.
