Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 06/17/2025

  On Thursday 05/29 customer complained to the front desk staff. Staff offered to move them or give them a full refund. Customer refused both and asked for a manager. They were told manager would be in Friday morning 05/30.

  On Friday 05/30 I ***** ****** went to the room around 8:30 am to check on the situation. There was a gentleman in far bed close to the window and a women in the near bed close to the bathroom. They mentioned seeing a bug and I told them we can move you or give your money back. I asked them to come to come to the front desk with a decision. We agreed to speak at the front desk in ***** mins once they got up and ready. I never seen or spoke with them after that. I was at the front desk that day until 3pm.

  We will happily refund them the total amount $142.95. The card on file has been refunded

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern:I am writing to file a formal complaint against Eccono Lodge located at ******************************************** complaint concerns serious breaches of security protocols and unauthorized use of my personal information by an employee named ******.Approximately two weeks ago, ******, an employee at this establishment, rented a room to an individual using my name without my knowledge or consent. I was not present during this transaction, nor did I authorize anyone to use my information. According to my understanding, proper identification verification procedures were not followed, as the person was not asked to provide ID matching the name used for the reservation.When I attempted to rent a room for myself yesterday, I discovered I had been placed on a list of individuals prohibited from renting rooms at the property. This unfair blacklisting is a direct result of actions taken without my knowledge or permission This is not the first concerning incident. Approximately one month ago, ****** gave unauthorized individuals access to a room I had legitimately rented. When these people were searching for someone who was supposedly in my room, ****** provided them with a key without verifying their identity or obtaining my permission. These strangers subsequently entered my room while my belongings were present, constituting a serious security and privacy violation.I request:1. Immediate removal from any blacklist or prohibited renter database 2. Investigation into these security and privacy breaches 3. Appropriate disciplinary action for the employee involved 4. Implementation of proper identification verification protocols 5. Written confirmation that these issues have been addressed These actions represent serious violations of customer privacy, security protocols, and potentially identity theft concerns. I would appreciate your prompt attention to this matter.Sincerely,******* ***** *************************

  Business Response

  Date: 05/30/2025

  After reading the complaint we researched the details of the complaint. Please see details below.

  Ms. ******* ***** rented a room on 04/29/2025 for one night, she then paid for a second night. At no time was her name used to rent the room for a different customer. We noticed other customers that were on the do not rent list going in and out of the room ******* rented. This is why we put her on the do not rent list. Ms. ******* was aware of this. We typed a note to inform her of our decision. Ms. ******* came to the front desk to discuss why she received the note. 

  We kindly ask her to find other accommodations when visiting the **********, ** area. 

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had earned a free two nights at the econo lodge ********** ***** ********. The first room I was given (room**** and the first thing I do is check the mattress and bed for anything and I lifted the mattress and see a syringe needle with no cap on it stuck into the box springs. We tell front desk and they give us room ***. Within the first five minutes we killed around 6 cockroaches and it had a horrible smell. We decide to deal with the roaches and bring our bug killer in and spray the rioom. We slept that night waking up a lot and when we got up the next day we notice bug bites on us but just figured it was from being outside the day prior. The following night we are laying down watching tv when I see what I thought was a cockroach crawling on my blanket so I think I killed it. This happens 3 more times before I stopped and looked at the bug crawling on me for the third time and realize it’s a bedbug. We put the bug inside a plastic bag and get off the bed. With a flashlight we start inspecting the bed and blanket and proceed to find many more babies and adult bed bugs and caught many of them in a plastic bag. When we are e done packing up and are getting ready to leave we go to the front desk with the bag and. Tell her what happened and what we found. She tells me that if they were really in our bed then why hadn’t we noticed and said something the night before. Then she tells me that she has not received any other complaints of bed bugs from any one else. She looks at the bugs and tells me she will make a note of it and for us to have a good day. Very rude and unprofessional.

  Business Response

  Date: 09/26/2023

  The customer stayed in room *** for two nights. The customer says on the 2nd night while watching tv they noticed bed bugs in the bed. They never reported this to any staff on the 2nd night. The complaint says they bagged the bugs up, and made the complaint the following morning at the front desk. Our staff says the customer did not have any evidence of bed bugs, no bites, no pictures, no videos. After a thorough inspection of the room, no bed bugs were found. Considering the room was free, what is the customer asking for? What kind of compensation? 

• Initial Complaint

  Date:12/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a room with his business on December 17, 2022 upon first inspection we did not see any bedbugs we went to sleep because we were exhausted from driving all day. I wake up at approximately 4:30 in the morning and notice what could either be roaches or bedbugs I chopped it up to just being roaches because the hotel is infested with roaches as it is so I proceeded to go back to sleep I woke up the next morning I saw bedbugs on the bed I did not photograph them but The photos down below show that they are bedbug bites I went to talk to their secretary and the secretary did a room search which lasted maybe two minutes came back down and said she was not going to refund our money that she didn’t see any mind you if you know about bedbugs you know they are very evasive and hard to find. She refused us our refund and insisted that they were most likely flea bites due to them being a pet friendly hotel we have dogs of our own and our dogs have not woke up today with any fleas on their body and given the fact that one of my dogs is highly susceptible to fleas due to her skin condition if there was fleas in the room they would be on her skin. We’re not looking for money conversation at this point we’re looking for the issue to be resolved before someone else who is highly allergic to them goes in the room and sleeps and ends up getting bitten by them and has an allergic reaction or something of that nature with that being said please resolve this situation at hand as soon as possible, Thank you.

  Business Response

  Date: 12/27/2022

  Good morning

   

    I have read the complaint and a few concerns jump out at me. They woke up at 4:30 am in the morning and saw bugs. Then they chose to go back to sleep in a bug infested hotel? They never thought to bring this complaint to our attention. 

   

  We never spoke with the husband that said he was bitten. The lady came down at 11:30 - 30 minutes after check out time to say her husband had bite marks. Our front desk staff did a room inspection and found no evidence of bugs. 

   

  The lady was told of the inspection findings and then she walked outside and got left. 

   

  As a preventative measure, the room in question was treated for bedbugs. 

   

  I understand the customer's thoughts and appreciate the feedback. 

   

  Thank you
  

   

  --

  Brian ******

  General Manager

  Econo Lodge 

  Burlington, NC