I made the reservation through the Choice Hotels phone app at their Econolodge unit on I-64 Northhampton Blvd, Virginia Beach, VA.. The rate was quoted and paid in full in advance by credit card on the app. On arrival, the desk clerk advised that a local additional charge of $6 would be applied. If I have a guaranteed rate that's prepaid, I asked, what is the extra charge? I don't know, she says, I just have to add it. And so it begins. I arrive at the room that reeks of smoke. There's multiple cigarette burn damage to the plastic frame of the a/c unit. There's also a burn hole in the bedspread. This bedspread hole causes me to look at it closer to find that the beds (both of them) have been made up without blankets -- each bed has two sheets (top and bottom), two pillows in pillowcases and one thin bedspread. As I've been on the road all day, it's time to shower. At the bath, I find two thin washcloths -- no hand towel(s), no bath towel (s). This dicrepancy prompts a call to the front desk. I use the nightstand phone that goes straight to busy. I hang up, wait several seconds and it goes straight to busy. Again and again and again. After maybe 20 cycles of this nonsense, I use my cellular phone to call the hotel. An autoanswer says press ”0” for the front desk. After 15 seconds or so, the autoanswer recycles. I press ”0” again, wait it out, it recycles and I press ”0” again. This routine went on for 54 minutes. Now it's a trip back to the front desk. First we discuss the phone. She knows the house phone doesn't work but was surprised that the outside line failed. She got it to work while she talked to me. Then we come to the missing towels. There are none, she says. How can that be, I ask. None of the rooms have towels. The check-ins I'm doing now are going to rooms with no towels. When will you get towels? Maybe in the morning!!! Aren't towels part of the hotel experience? If you don't have towels the rooms shouldn't be in inventory. Sholder shrug. With nothing more to be said, I'm back to the room again and decide to call Choice Hotels to start a complaint report. I call the toll-free number to get an auto-answer about how important I am and they'll take my call in order. Twenty-one minutes later and probably 52 auto messages about how important I am to their organization, the auto-message changes to ”it's taking longer than normal to answer your call, please hang up and try again later.” 21 minutes it takes them. If they're not going to answer, tell me after the first minute rather than the 21st one. It seem, then, that there's absolutely nobody minding the store. Local management can't manage. National customer service can't customer serve. Where do you go when there's nowhere else to go -- except vote with your feet so that it never happens again -- at least with Choice and their Econolodge units. And don't get me started on the overflowing trash and refuse on the stairs and halls. The whole plac
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