Econo Lodge

I’m asking for this matter to be formally reviewed, for staff and management to receive proper service animal training, and for a refund or another suitable resolution to be reconsidered. I hope it can be handled professionally. I’d stayed here before with my service animal without any issue. For this trip, I booked through Expedia and told the agent I might bring one or two service animals. They assured me it would be noted, so based on that and my past stay I assumed the desk knew. I took my service animal outside twice without trouble. The third time, the front desk called to ask why I had an animal in the room and suggested I’d tried to mislead the hotel. The employee said I’d seen the “no pets” sign and knew, even after I explained that my animal is a service animal, not a pet. She said she’d contact her manager and then abruptly hung up. I felt uncomfortable and called back to ask to leave before things escalated. They said I wouldn’t get a refund. I went to the desk, where they contacted a manager whose name I believe started with “Fr”. Instead of dealing with how the employee had handled things, the manager was dismissive and unpleasant, blamed me, and said my behavior toward the employee was wrong. I had been accused, interrupted, and hung up on. Nobody tried to calm things down, acknowledge the employee’s conduct, or resolve it. I had to explain my disability needs repeatedly while on vacation, which was humiliating and upsetting. I’ve never felt more embarrassed at a hotel. This shows a serious lack of training in service animals, disability accommodations, and basic customer service. Service animals aren’t pets, and guests shouldn’t be accused, questioned, or made to feel unwelcome because of them. In response to the owner, I want to correct several inaccuracies and the misunderstanding of ADA requirements. Guests don’t have to disclose a service animal before booking or at check-in. A no-pets policy doesn’t apply to service animals, and the presence of one or more service animals isn’t grounds for questioning, accusation, or refusing service. I was contacted after being seen with mine, accused of having a pet, told I “knew better,” and hung up on. I asked to leave because I felt embarrassed and uncomfortable, but was denied a refund. In person, the manager dismissed my concerns and blamed me instead of addressing the staff member’s conduct. This was a failure to follow ADA guidelines and a customer service failure, not a misunderstanding.

The room was disgusting when I checked into this motel last night. It smelled awful, had stains and marks everywhere, and didn’t look properly cleaned. When I complained at the desk, the woman working there was incredibly rude and unprofessional. She didn’t apologize or try to help, just told me to “do whatever you want” and refused both a refund and any other solution. I’ve never had customer service this poor. If you expect a clean room or basic respect, stay far away. Management needs to fix the rooms and the way customers are treated.

There was no hot breakfast, and the couple in the room below us seemed to argue every day. The room itself was dirty, the shower didn’t work properly, and there were holes in the wall. I left 9-10 days before my checkout date, but they refused to refund me. Definitely felt like a sketchy hotel.

We booked a night in advance, but the place looked nothing like the listing when we got there. It was run down, and honestly, we didn’t feel safe staying the night. We left without staying, and they still refused to refund us. Terrible place.