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:06/28/2024

  Type:Facilities 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.

  1 night stay. Asked Motel 6 for a refund for the following reasons: -AC didn't cool room -AC had no trim/insulation around entirety of unit. Could see outside -Found dirty hospital glove in PILLOWCASE -ordered food to be delivered, clerk denied delivery person access to upper floors, door dash picture showed delivery left downstairs, employee denied delivery, food never found -Wifi did not work -brought to employees attention to no avail, was ignored. Worst part was I didn't find glove in PILLOWCASE until morning. I called cooperate, they called business and had them contact me- offered me 10% refund. Then offered 20%, 30%, then back to 10%. Because I didn't want just 10% he said he would call right back needed to ask his boss and never called back. Told me not to be so picky in a way, maintained professionalism. Food that I couldn't get refund on never showed up, and it cost me $40. As I was leaving a different employee asked me if my food had made it to me. (Must have not known whomever grab it decided to keep it)No other guest movement, no vehicles. Still haven't gotten call back.

  Business Response

  Date: 07/13/2024

  Firstly the guest called us on that night and asked if we received any food and as we did not we said the same. Next morning she came with a picture saying that the food was delivered and the photo was taken with a food packet placed on a sofa or bed which we don't have any in our lobby. So we clearly told her that it is not our motel as we only ************* chairs. But she kept saying it was delivered and left the property. - we do allow food delivery to the guest rooms and the photo is clearly not from our motel so we are not responsible for such allegations.

  Secondly the guest didn't mention anything to us about the ac not cooling the room when we asked her in the motel or did she call the front desk during her stay of the inconvenience for us to rectify it. - But when we checked the ac the next day upon her complaint we verified that the ac is working in good condition. So unfortunately we hv to deny this claim too.

  Also she mentioned that there was a housekeeping glove in her pillowcase the next morning and she didn't call us to the room ro show it or did she mention anything about it during her stay or checkout. - When we asked her for a photo of the glove in the room she said that there is none. Again this is another claim that we can't be responsible for. 

  Only claim we take responsibility for is the wifi not being reachable on that day and we had called our internet company about it and also mentioned it to her that we have issues with our wifi and later we have resolved it and this is a maintenance kind of issue that no one can anticipate, but we still tool responsibility for it and offered her 10%, 20% and more refund but the guest was asking for a 50% refund after completely staying at the motel using all the facilities which is very unfair. And we won't entertain such guest at our business- so we did put her on our Do Not Rent list. 

  Our Motel Policy: if someone has an inconvenience they can call or come to the frontdesk and we will try to rectify the issue right there or offer a partial refund.

  Or if someone comes to us in the 1st hour of their stay we give them a full refund. No Questions Asked.

  We hope BBB understands the situation here and close the case.

  Thanks,

  Avi - GM

  Motel 6Rolla

   

  Customer Answer

  Date: 07/15/2024

  Complaint: 21918415
  
  I am rejecting this response because:

  There was a call placed to the front desk, twice. Once about the *** and once about the wifi. If you were laying in the bed, I could see directly outside (no trim, my fault for not taking pictures) The glove ordeal, it wasn't a housekeeping glove, unless you use purple latex gloves like a hospital would. Unfortunately I did not discover the glove until I was gathering my things and then I discovered it just like I mentioned previously. 

  Now when it came to the food, yes the conversation did happen the way you had said except for a couple things. I had the conversation once downstairs in lobby with someone, and once on the first floor stairwell in passing with another employee. THEN, as I went to get in my vehicle another employee then asked me if "so and so" had gotten my food to me, and whenever I responded "No" the look on their face was that of surprise. So, I could only assume that my food was there and delivered. Also, the food situation was on the day of checkout. That morning, it was breakfast that I had ordered; so I'm unsure of where you've gotten the idea that it was two separate days. 

  With all that said, I have also been in email contact with someone from Motel 6- Rolla, and was offered a full refund for my stay, and a complimentary free night's stay redeemable at any Motel 6 location. I have the emails and can produce them up on request. Only reason I hadn't provided it to BBB when complaint was filed was because I hadn't gotten them yet. But just as quick as I got the emails, whomever at Motel 6 has stopped responding completely. 

  So Im assuming once again, maybe I shouldn't do that but my guess is that one person has a different attitude about what happen than another and them two different individuals must have miscommunicated such. So one denied all I said with BBB, while the other was going to make it right with me until it was found to have been filed with BBB. 

  I just want my money back for the stay. The food I can live without, and I do not want a free room because my family and I won't be staying with Motel 6 anymore if it's as mismanaged as I think. Shame, because my family has a family reunion coming up in ************** soon, and we were all going to go in together with lodging. 

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

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Two weeks ago I have been reporting that there has been coach roaches in my room. I have asked for a new room and they did not fix the issue. I finally reported the issue to their Human Resource with pictures and videos of the coach roaches. So, today they came to my room and informed me to leave because I filed a complaint because of the coach roaches. There was 40 roaches under the bed, in the microwave key pad, and crawling up the all. I have had to threw away a whole container of clothes and toys due to the coach roaches. They kicked me out today and the temperature is high and I have a baby. I would like my money refunded back to me for three weeks.