I made reservation through Choice Privileges.com using my membership card. I booked the hotel as I have several times before followed by a phone call.
Econo Lodge Airport53965 Bay RoadNorth Syracuse NY 13212 (315)-454-4462
I spoke to Ram and informed him that I have reservation for my wife to stay at the hotel on Aug 19th, this took place less than 30 days out from her stay. I asked him if the shuttle service will be available in the morning because my wife has a cast on her leg and with a wheel chair. I also had informed him that she will be needed to be dropped back off at the airport by 3:30am to ensure she gets her flight out the next day. Ram told me that they do not do complimentary shuttle service they charge each way. I informed him that they are reporting to Choice Privileges that they have a complimentary shuttle service and that I would need to call him back. I called back Choice Privileges and spoke to their Customer Relations department. They called the hotel and asked them the same thing, mean while I am on hold. The representive came back on and informed me that Ram told her that they have a complimentary shuttle sevrice, no charge for it, and it goes 24 hours a day. When we got off the phone I called back the hotel, talked to Ram, and finished telling him that my wife would need to go back to the Syracuse airport by 3:30am and that she will be coming in by 9-9:45am and she would need a ride because she has a cast, wheel chair, and no vehicle. Ram told me that there will be no problem for her to check into her room, FREE of charge and they would take her back to the airport first thing in the morning just to come down to the front desk. I ended the phone call with Ram. It is important to know that I used my reward points on this room, 10,000, and the room was free.
My wife arrived in Syracuse the morning of Aug 18th, called the hotel, and they came and picked her up. When she arrived at the hotel they told her that they would need to charge her $20.00 for her to check in early so my wife did not want to argue about it becuase she was tired and hurting paid the fee and informed me about the fee. I then called Choice Privileges Customer relations and spoke to a representive about this issue. She made the compaint and told me that if they do not refund the $20.00 to give them a call back the next day, Aug 19, to inform them of this so they can send the complaint off. I then called the hotel and spoke to Ram about this fee that he charged my wife and he told me, "She checked in early and this is the fee." I then reminded him of our conversation we had at the time of the reservation that he told me that there are no fees for the early check in. Ram insisted that she will be billed the $20.00 becuase of an early check in. I then told Ram that I had filed an complaint with Choice Privileges about this and it would become a formal complaint if the money was not returned back to my wife by the time of check out. I then reminded Ram of the courstey shuttle ride for the next morning at 3:30am goining back to the airport. He told me to have her come to the front desk and he will take her. I recieved a call from my wife the next morning that nobody was at the front desk and she had waitied as long as she could and had to take a taxi to the airport. I had already called the front desk about 3am, their tiem, several times and nobody answered the phone. I then called choice privileges customer relations back and informed them of this and they sent the complaint to the hotel's General Manager, Jay Patel. I then called Jay about this issue and he told me that my wife wanted to pay the $20.00 early check in fee and did not comment on his shuttle service. I then called back Choice Privileges cutomer relations and spoke to a Sr rep and expressed my concerns and wanted to know what is going to happen from here. She told me that she would do nothing but could refund me $30.00 in coupons for my loss. I told her that Jay had emailed me and it was not what had been expected, her is his reply
" I apologies but it was your wife that came in and offered to pay to check in early. I would have checked her in without charging. Thank you Jay Patel."
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