Choice Hotels International

We booked a single room at the Econo Lodge at the above address on Tuesday Nov 5 2019. There was only one main criterion that we needed from the hotel we chose, and that was that it had a shuttle service to and from the airport. Any other features (free breakfast, wifi, etc) were merely bonuses. We arrived at Orlando International about 6:45 PM on Thursday Jan 2 and by the time we had disembarked, retrieved our luggage and made our way to the designated area for shuttle services, , it was around 7:45. We looked around for an Econo Lodge shuttle bus but failed to see one, so we called the Econo lodge at 407-996-4600. Instead of someone answering the phone, we got a recorded message extolling the virtues of staying at Econo Lodge which lasted 6 minutes and 14 second at which point it self terminated the call.
We called again and got the same message but didn't wait 6 minutes. At no point did we get anything asking us to stay on the line and we would be connected to a live attendant.

At that point I went inside looking for some info from someone at the airport and I found a kiosk where the gentleman also phoned the number and got the same recording. He then called another Econo Lodge in the area and they were able to confirm the above number is the correct one.

By then, the shuttle bus from the Econo Lodge arrrived. We were about to board it when I checked to make sure it was the Florida Mall one and he said no - he was going to other hotel and wasn't sure they even had a shuttle.
At that point we booked another hotel for the evening.

I just went in now and could not even find Econo Lodge Florida Mall on Expedia, even when I specifically asked for Econo Lodges (got 5 or 6 others locally though.) It looks like you have dropped them already.

Also just went to their website which shows them as accepting reservations and declaring that they have airport shuttle service. A copy is enclosed which includes the link to their hotel.

Since they were unable to, or chose not to complete the transaction, we feel that the contract has been violated.

This is not a huge deal beyond Expedia's credibility as a legitimate hotel finding website and all we ask is either a refund or we will also accept a full credit against future rentals as we will be travelling again in March and sometime later in the summer

I trust this can be resolved quickly

Dennis and Nancy Wharton

Affordable accommodations with easy access to Walt Disney World and more
Centrally located between Orlando and Kissimmee, the Econo Lodge Inn & Suites® near Florida Mall offers easy to find accommodations at affordable rates. From our easy to find location just off U.S. Highway 441, you'll enjoy easy access to the area's most popular attractions. Enjoy a quick drive from our hotel to family fun destinations like Universal's Islands of Adventure and Walt Disney World.
Read MoreHotel at a glance
Conveniently located off Highway 441
8 miles from Orlando International Airport
Free airport transportation
Bus and truck parking
Gift shop

The above is taken verbatim from the hotels website. d
This was taken on Jan 22 2020 at 6:40 PM from https://www.choicehotels.com/florida/orlando/econo-lodge-hotels/fl036?source=gyxt

I trust this can be resolved quickly

My son checked into this property on March 30, 2019 and was there for three hours when he was "put out." Room charge and fees of $89.99 and a $50 incidental charge had been collected at check in. He did complain to the office that there was a roach in the bathtub, other than that there was no encounter whatsoever with the hotel staff before he was "put out!" Further, there was no explanation of why he was being put out, just that they wanted him out and called the police. Police said "nothing we can do, been called here before, it's his hotel and he can put you out if he wants to", and that he can complain to the corporate office! To add insult to injury, one hour after my son had left the hotel, they tried, on two occasions, to get money from his account, first for $39. 99 and then for $89.99... Fortunately the card he used was a prepaid one and they were unable to get the money.
We wrote to the hotel but they did not respond. He contacted Choice Hotels and Priceline and they contacted the property... and they now had a made-up story to offer them about a non smoker who had been smoking in the room. Funny thing is staff was not in the room and, had there been smoking, which there was not, they would not have known before the next morning.

The hope here is that people will read this and steer clear of this hotel.