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Business Profile

Motels

Motel 6

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint type

  • Initial Complaint

    Date:02/20/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    #MQ6V6M4QDG We checked in at 1am after coming from out of town for a concert at *********. The man a the desk said they didn't have the room for our reservation and only had smoking rooms. I told him that was unacceptable because I booked and paid ahead for a non-smoking room. He then left the office and returned a few minutes later saying that he would give us different non-smoking room now because housekeeping never cleaned the room we booked - which didn't even make any sense. The room we were given is absolutely DISGUSTING. It had not been cleaned and it honestly looked like it had never been cleaned because there was dust a dirt built up on everything! The floors were filthy. There is stuff splattered on the walls and ceiling. The bed looked like it had been already been slept in. One pillow was missing a pillow case, the sheets had holes in them and there was no comforter, just an old nasty blanket between two sheets. Then we found cigarette ashes on the bedside table, so the person a the desk lied to us and gave us a smoking room. To add insult to injury, there is barely any heat, the "heating" unit is filthy and blowing out cold air!! There is no hot water, no television and no telephone and there is literally a HOLE IN THE DOOR OF THE ROOM.I can't believe you even charge $75 for this place. It should be ILLEGAL to run a place in this condition. I wouldn't even pay $5 to stay here in filthy room with no basic amenities. I'm FURIOUS that I was lied to my your staff and forced to stay in this place. This facility left us a 1am with no choice but to stay there or spend all night fighting for a refund and not even be able to sleep!! I demand a FULL REFUND - no one should have to pay to be stuck in this dirty, dilapidated hotel - this facility should be SHUT DOWN!!I have documented photographs of all these conditions but the files are two large to attach here.

    Customer Answer

    Date: 02/21/2024

    Attached

    Customer Answer

    Date: 02/22/2024

    Receipt

    Business Response

    Date: 03/03/2024

    Hello, We had to move his room because the room he booked all of the sudden the room had gotten maintenance issue the pipe was leaking water so and we tried to get in contact with him but we couldn't get in touch. We are sorry for the inconvenience so we are happy to offer him a discount on his next stay. 

    Customer Answer

    Date: 03/05/2024

     
    Complaint: 21310026

    I am rejecting this response because:

    All of this is still no excuse for the condition of the room I was given: NOT EVEN CLEANED, CIGARETTE ASHES NEXT TO BED IN "NON-SMOKING" ROOM AND HOLES IN THE ***** DOOR - AND - BEING STRAIGHT OUT LIED TO BY YOUR STAFF.

    Why does Motel 6 think I should have to pay for that???

    Sincerely,
    **** ******

    Business Response

    Date: 03/09/2024

    Sorry to hear that the costumer does not want discount for the next stay. We can refund part of the money back to the customer we can't refund the full amount.

    Business Response

    Date: 03/13/2024

    Hello, we can refund $42 to customer that's the max i can do 

    Customer Answer

    Date: 03/14/2024

     
    Complaint: 21310026

    I am rejecting this response because:

    The only reason why we didn't leave the premises was because it was 1 am and we literally had no where to go - thus the reason people book hotel rooms ahead of time!! The place doesn't even have hot water and barely heat from a filthy wall unit and a hole is the front door letting what heat there was out - in February. I don't understand which part Motel think I should pay for? I honestly can't believe a chain motel would even be associated with these kind of conditions and actually think it's OK to charge people to stay there.

    Sincerely,

    **** ******

    Business Response

    Date: 03/16/2024

    Hello, 

    We can't provide a full refund it is not allowing me. Please let me know what other options we can to. Sorry for the inconvenience. 

    Customer Answer

    Date: 03/27/2024

    COMPLAINT IS NOT CLOSED.

    NO GOOD FAITH EFFORT WAS MADE Because a refund was promised and no refund has been recieved!!!!

    Customer Answer

    Date: 03/27/2024

    I'm not sure what part of the completely incompetent answers I received was the "good faith effort".

    What does this answer even mean??? And how is that any type of resolution when the company did absolutely NOTHING??

    WHY IS IT UP TO ME AS A CUSTOMER WHO WAS TAKEN ADVANTAGE OF BY THIS COMPANY TO ADVISE THIS "EMPLOYEE" WHO RESPONDED ON HOW TO HANDLE THE SITUATION?

    WHY AM I  TELLING THEM OPTIONS TO RESOLVE THEIR HORRENDOUS CONDITIONS AND POOR CUSTOMER SERVICE.

    WOULD YOU BE HAPPY WITH THIS RESPONSE?

    WHOEVER THIS PERSON IS WHO RESPONDED NEEDS TO DO THEIR JOB AND GO TO SOMEONE ELSE WITHIN THE COMPANY IF THEY CANNOT HANDLE THE SITUATION, WHICH THEY OBVIOUSLY CAN'T.

    I WANT THE REFUND I WAS PROMISED AND THE CONTACT INFORMATION OF SOMEONE ELSE WHO CAN EXPLAIN TO ME WHY THE COMPANY BELIEVES I SHOULD PAY THEM FOR THE CONDITIONS I EXPERIENCED AND DOCUMENTED.

     

    Business Response

    Date: 04/01/2024

    Hello,

    We are going to process the full refund but it will take 15 days to show in your account 


    Thank you
    ******* Shah 

    Customer Answer

    Date: 04/05/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    **** ******

  • Initial Complaint

    Date:08/14/2023

    Type:Product Issues
    Status:
    Answered
    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 3 rooms through *********** and paid for and was expecting 3 double rooms, when we arrived there were three rooms with single beds we gave a cash security deposit and decided the establishment was too dirty for our likening we ended up staying at a different hotel once we came back to check out we explained our dissatisfaction with the single beds because we paid for double beds through ***********. We spoke to a woman who told us three adults her name was ******** we wrote it on a business card and asked to speak with the manager because we were requesting a refund since we paid for something we did not get ******** stated there was no manager and she was just a worker. We emailed motel 6 franchisee customer service and emailed the ********************** email address expressing our concerns and he stated there is no woman by the name ******** there and we booked single beds through *********** we responded with screen shots and confirmation and stated I have our conversation with the worker named ******** on video we are requesting a refund of $276.15 for services paid for and was not received.

    Business Response

    Date: 08/21/2023

    Hello, The guest booked a single bed smoking room i have attached the guest reservations with this complaint and we charged the guest the price of a single bed not double bed our double bed prices are different than our single bed rooms. And the worker the guest is talking about "********" There is no one named that here a woman does work here but her name is not ******** her name is Ms ***** And we cannot issue the refund because the guest did not address the issue when they arrived they addressed it the next day. 

    Business Response

    Date: 08/30/2023

    Hi, This is regarding to the complaint letter 20461455-5A374. I got a letter today that was sent from you guys on the 22nd of August about a complaint you guys asked me to send a clarification within 5 days but I just got the letter today On the 30th. So I'm sending the clarification like this. On the letter it says "I see on the consumer's receipts that they booked a double bed and on your receipts it says double bed" But the attachments I sent it said double room not double bed I will reattach the pictures with this message.

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