Update by user Jul 25, 2018
Just when you thought it couldn't get any worse, the Econolodge Paw Paw, MI responded to the Michigan Attorney General that was doing an investigation (Refer to AG No.: 2018-0222173-A) into the "Deceptive Business Practice" that they used by not honoring my pre-paid reservation. In the Econolodge Paw Paw, MI written response, they claimed they didn't honor my prepaid reservation because they felt I threatened the front desk clerk's safety.
This appears to be a new all time low. Instead of admitting their mistake and trying to correct the issue, they decided to fabricate a lie and slander my name to the Michigan Attorney General. The reason they denied me my pre-paid room was that they had already re-sold the room to another walk in customer at a higher rate. This was confirmed when another potential customer entered the office that night and I heard the front desk clerk inform the potential customer that the hotel was sold out for the night.
If they were going to lie you think they could at least make up a lie that made sense. Who in there right mind would further aggravate a customer who was threatening their safety by denying them their pre-paid room.
Original review posted by user Jun 25, 2018
I had pre-paid for my June 23, 2018 one night Econo Lodge Paw Paw, MI reservation through Hotwire.com on May 21, 2018. I felt comfortable that all was well with the reservation when I got a reminder email from Hotwire on June 21, 2018. I arrived at the Econo Lodge front desk just after 11:00 PM after a long day. I provided my ID and indicated that I had a one day prepaid reservation. A middle aged gentleman at the counter took my ID to check his computer and returned shortly to indicate that he had no record of my reservation in his system. I provided him electronic confirmation of my pre-paid reservation with confirmation number (5454408853).
The gentleman took my information and again indicated that the reservation was not showing up in his system that he had at the front desk. I asked if he had any contacts or phone numbers that he could call to get the problem resolved. He indicated that he didn't keep any of those numbers because they did not respond to him after typical business hours. I asked if he could call Hotwire to resolve the issue and he responded that he did not work for Hotwire. He further explained that Hotwire was very unreliable and that if it was up to him, Econo Lodge would not work with Hotwire. I asked the gentleman if he could call a Choice Hotels contact and he responded that they were just a third party booking company and were unfamiliar with the Econ Lodge Paw Paw operations.
Seeing that the gentleman at the front desk was unwilling to make any effort to get my issue resolved, I called Hotire.com myself. After locating my pre-paid reservation the Hotwire representative called and had a conversation with the gentleman at the front desk. At the Econo Lodge counter clerk's request, the Hotwire representative faxed the information that Hotwire had previously transmitted to the Econo Lodge on my pre-paid reservation.
After having the conversation with the Hotwire representative and getting a fax of the information that had been transmitted previously, the counter clerk would still not honor the pre-paid reservation. After working with the counter clerk and talking to the Hotwire representative for about 45 minutes, I concluded that I would not be getting a room at the Econo Lodge Paw Paw, MI.
After checking the other three hotels in Paw Paw, MI, I found that no rooms were available for that night in Paw Paw, MI. It appears the Econo Lodge counter clerk took it upon himself to re-sell my pre-paid room to another customer since I was arriving late. The clerk's negative comments about Hotwire also appeared to be an attempt by the clerk to provide additional cover for his claimed ignorance of the reservation.
After over 40 years of business and personal travel, I cannot say I have ever been treated so disrespectfully by a hotel counter clerk. Needless to say, I will not be making any reservations at any Econo Lodge hotels in the future.
Product or Service Mentioned: Econo Lodge Receptionist.
Reason of review: Poor customer service.
Monetary Loss: $1000.
Preferred solution: Let the company propose a solution.