Title: Terrible Experience – Unprofessional Management and Unacceptable Customer Service
I would give ECHO Suites Extended Stay zero stars if that were an option. This has been one of the most disappointing and frustrating hotel experiences I have ever encountered.
After paying for my accommodations and speaking with a staff member the previous day regarding my son’s service dog, I was shocked by the treatment we received the following day. A female employee, who appeared to be in a supervisory or management position, complained about the dog barking, refused to accept the service animal paperwork I attempted to provide, and demanded that we check out.
Instead of handling the situation with professionalism, respect, and understanding, she demonstrated extremely poor customer service. I understand that hotels have policies regarding noise, but there is a proper way to address concerns, especially when a service animal is involved.
What makes this situation even more disturbing is that someone in a leadership position would handle a guest concern in this manner. Management should be knowledgeable about the Americans with Disabilities Act (ADA) and understand how to appropriately accommodate guests with disabilities.
I sincerely hope the CEO and corporate leadership become aware of how guests are being treated at this location. This employee’s behavior deserves immediate review, and the hotel needs better management, accountability, and customer service training.
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