Complaints

This profile includes complaints for G6 Hospitality LLC (Corporate)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  G6 Hospitality LLC (Corporate)

  4001 International Pkwy Carrollton, TX 75007-1914

• 

  Studio 6

  60 Britannia Rd E Mississauga, ON L4Z 2T2

• 

  Motel 6

  5595 Hammonds Mill Rd Martinsburg, WV 25404

• 

  Motel 6

  30 Johnnycake Hollow Road Chicopee, MA 01020

• 

  Motel 6

  408 Main street Sturbridge, MA 01566

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:06/15/2023

  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.

  Ive been residing temporarily at motel 6 in ********, since Ive been here, I witnessed human trafficking several building and health code violations high drug activities this is a motel it is not kid friendly filled with f**** bio hazard materials I feel like this is an ongoing problem and has failed to be addressed by corporate or whoever is running the place a complaint has been filed with 2 other agencies as well Im praying and hoping for some type of resolution

  Business Response

  Date: 06/15/2023

  Hello *******************************,
  
  I want to thank you for contacting Guest Relations and letting me know about your unfortunate experience at our Motel 6 in ********, **.  Please accept our sincerest apologies that your stay was less than satisfactory.  
  
  Motel 6 takes reports of guest concerns very seriously.  Your report has been forwarded to the appropriate department and you will receive a response within the next 5 days.       
  
  If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************.  Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week.   
  
  To Ensure the Contact Report is handled efficiently please confirm the best physical mailing address and contact details to reach you.  
  
  Please refer to report number #GRLVKFVG.   
  
  Thanks,
  ************** 
  Customer Care
  
  

• Initial Complaint

  Date:06/14/2023

  Type:Sales and Advertising 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 booked a room at Studio 6 for May *****th via Hotels.com, I booked this hotel specifically because it was listed as having a full kitchen. My wife has cardiac and blood sugar needs so we cannot eat out and chose this option as we could cook healthy meals or so we thought. Upon arrival, our hotel room did not have a full kitchen as it was listed, instead it had a small microwave, a sink, fridge and coffee maker. We were in distress and showed the clerk named *****, and they stated that theres no such thing as a full kitchen at their hotel no matter what we showed him that we had booked online. We had no where else to go so we had to stay as we were out $700+. At check in we were told that house keeping would only come at our request, that too was a lie. Everyday the house keeping hounded us to come in and on Thursday we needed to leave for it to be cleaned as they had a rule that every 3 days the room had to be cleaned, we left the whole day and no one came to clean it. Upon check out we were verbally assaulted and had discriminating remarks towards us by the clerk *****. They wanted to charge us $20 extra for my wife cleaning her make up on the towels. As well as they said we accumulated too much trash, mind you it was 6 nights and 3 people. We even bagged some of the trash for them to be nice. All in all, one trash bag would have cleaned the room. We did not trash the hotel, plus Ive never in my life time of staying in hotels been screamed at for my wife using the towels to wash her face off. They tried making me pay $20 extra, in which I kept declining, finally they agreed for me to just leave and 30 minutes later proceeded to try and charge my card $20 extra.

  Business Response

  Date: 06/16/2023

  Hello ***************************,
  
  I appreciate you contacting us regarding your experience at our Studio 6 property San Ysidro, ** . 
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard and I would like to thank you for bringing this matter to our attention. We will review your concerns along with our expectations of you as a customer with our location and the appropriate measures will be taken.  
  
  Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify us of your concerns and looks forward to providing your future lodging needs.  
  
  If you have any questions, please do not hesitate to call ** on **************. If calling from outside *****************, the number is **************. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to report number #GRXNACAV.   
  
  Thanks,
  ************** 
  Customer Care
  
  

• Initial Complaint

  Date:06/14/2023

  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 have wasted dozens of hours trying to get my Motel 6 problem fixed. I got nothing but passing the buck. It was always up to me to fix a known problem. The front desk said they knew about it.The only time I heard from them, was when my reservation dates was wrong, and they wanted more money.Calls to every Motel 6 phone number or email contact have been useless. NOT ONE PERSON CALLED BACK OR WORKED TO FIX THE PROBLEM.Everyone who did nothing should be fired.The hotel should lose its Motel 6 franchise.With zero help in 11 days, the entire room costs should be refunded.Force Motel 6 to live up to there CEO promises on there web page, or punish them financially.

  Business Response

  Date: 06/15/2023

  Dear *******************************,

  
  I appreciate you contacting us regarding your experience at our Motel 6 property in ***********, **.
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard and I would like to thank you for bringing this matter to our attention. We will review your concerns along with our expectations to you as a customer with our location and the appropriate measures will be taken. 
  

  Please query the property directly for any compensation requests at ************** or ***********************.
  
  Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify us of your concerns, and look forward to providing your future lodging needs.  
  
  If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************.  The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace ID# ********.
  
  Sincerely,

  **********
  Customer Care

• Initial Complaint

  Date:06/13/2023

  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.

  This hotel puts families out without any explanation at all. They are very racist towards the black race. They abuse their power and uses the *********** ***************** to back them up only because they are privately owned. The manager here she has went as far as to forcefully remove children and mothers from their room and it's very verbally abusive. I do not know what I want from this hotel but in apology would be great I feel I should be compensated for times that this hotel has put my family into a compromising situation due to their negligence

  Business Response

  Date: 06/13/2023

  Hello ***************************,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in ***********, **.
    
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard and I would like to thank you for bringing this matter to our attention. We will review your concerns along with our expectations to you as a customer with our location and the appropriate measures will be taken. 
  
   Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify us of your concerns, and look forward to providing your future lodging needs.  
   
   If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************.  ********** is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace ID# GRRS45SG.
  
  Thanks,
  ************** 
  Customer Care

  Customer Answer

  Date: 06/14/2023

  I accept the apology but this last time stay 06/05/2023. I paid $145 and the time before that I  paid  around about $260 just to be put out without refund due activity that DID NOT involve my family or I. The manager (*******)could not and would not give reasons of why. Due to this I was not able to return to work in a timely fashion which caused me to be fired.  My little ones and I are currently in a shelter behind this last stay at Motel 6.

  Customer Answer

  Date: 06/14/2023

  I accept the apology but this last time stay 06/05/2023. I paid $145 and the time before that I  paid  around about $260 just to be put out without refund due activity that DID NOT involve my family or I. The manager (*******)could not and would not give reasons of why. Due to this I was not able to return to work in a timely fashion which caused me to be fired.  My little ones and I are currently in a shelter behind this last stay at Motel 6.

  Customer Answer

  Date: 06/20/2023

  I am rejecting this response because:   

  I accept the apology but this last time stay 06/05/2023. I paid $145 and the time before that I  paid  around about $260 just to be put out without refund due activity that DID NOT involve my family or I. The manager (*******)could not and would not give reasons of why. Due to this I was not able to return to work in a timely fashion which caused me to be fired.  My little ones and I are currently in a shelter behind this last stay at Motel 6.

  Business Response

  Date: 06/20/2023

  Hello ***************************,
  
  Thank you for your response.  I would like to personally apologize for the inconvenience you experienced. Please contact property management at the Motel 6 property with any compensation request, they can be reached at **************.
  
  Thanks,
  ************** 
  Customer Care
  
  

• Initial Complaint

  Date:06/08/2023

  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.

  06/03/23- 06/07/23 I checked out from the motel at 4 am after 4 days.. The employee did not want to refund me my deposit because the bed sheets were dirty. I have 2 children and obviously were going to dirty the sheets with food and feet. We did not have any sort of markers or pens. I don't see why they couldn't refund me, I denied housekeeping because I know what it is to work and saw no point in cleaning the room over and over. When they can do it when we checked out. I've been in many motels and with carpet.

  Business Response

  Date: 06/23/2023

  Hello ***************************,
  
  I want to thank you for contacting Guest Relations and letting me know about your unfortunate experience at our Motel 6 *********, **.  Please accept our sincerest apologies that your stay was less than satisfactory.  
  
  Motel 6 takes reports of guest concerns very seriously.  Your report has been forwarded to the appropriate department and you will receive a response within the next 5 days.       
  
  If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************.  Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week.   
  
  To Ensure the Contact Report is handled efficiently please confirm the best physical mailing address and contact details to reach you.  
  
  Please refer to report number #GRHD3GPP.    
  
  Thanks,
  ************** 
  Customer Care
  
  

• Initial Complaint

  Date:06/08/2023

  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.

  I checked into my reservation at Motel 6 in **********, **. I moved my luggage to the room and departed for another scheduled event. Upon returning, I noticed the ** wasn't working and reported this to the front desk. The attendant did not provide an alternative rooming solution and said she could not prove the ** wasn't working. After some back and forth on this matter, I contacted my son to discuss it since he booked the room on my behalf (the booking is under my name). He attempted to speak to the rep and asked her for a timeline to put me in another room with a functioning ** unit. The clerk replied that her computer was down and she could not assist. My son pointed out that it wasn't reasonable for a guest to sleep in a hot room in the ***** heat. With no solution provided, he said he would book me another room at a different hotel. He asked the clerk to process a refund because they could not supply safe accommodations. The clerk replied that she could not do that and that the electricity was out. My son asked me to record the conversation and go through a list of questions he just asked, so we would have proof when following up with booking.com on the reservation and response to the issue. After I ended the call and attempted to do this, the clerk became irate and threatened to call the cops on me for trying to record the conversation. Recording the conversation was proposed by my son after she said she would not put any of the things she said in writing.I'm looking for a full refund for my reservation. I drove an additional 40 minutes to a different location for acceptable lodging. Motel 6 should only hold onto my funds if they could provide proper accommodations. With the ** not working, this was NOT the case.Booking Amount: $90.39 Date: June 3, 2023 Commitment: safe lodging Nature of dispute: unsafe lodging

  Business Response

  Date: 06/23/2023

  Hello *******************************,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property **********, **. 
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard and I would like to thank you for bringing this matter to our attention. We will review your concerns along with our expectations of you as a customer with our location and the appropriate measures will be taken.  
  
  Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify us of your concerns and looks forward to providing your future lodging needs.  
  
  If you have any questions, please do not hesitate to call ** on **************. If calling from outside *****************, the number is **************. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to report number #GR36DTUM.   
  
  Thanks,
  ************** 
  Customer Care

  Customer Answer

  Date: 06/23/2023

  I am rejecting this response because:   No remedy was supplied.  While I agree address the behavior of the staff is important, I ended up relocating to a separate hotel at an additional expense, for a room with functioning climate control.  
  

  I am seeking a full refund as no solution was offered by motel 6 at the time of the incident that would have addressed the issue.

  Business Response

  Date: 06/27/2023

  Dear *******************************,
  

   

  Please query the property directly for any compensations requests: **************.
  
  

  Thank you,

  **********

  Customer Care

  
  

  Customer Answer

  Date: 06/27/2023

  I am rejecting this response because:   ********* before filing my complaint with the BBB I requested a refund.  This happened on multiple occassions, I attempted the night of the inccident when no remedy was supplied.  Then I followed up a week after the inccident.  A **** **** said that booking.com would need to reach out to discuss the matter since they booked on my behalf.  While I ddint understand this, booking.com shared they couldnt process a refund because Motel 6 processed payment on site.  
  
  Please provide specifics on how to obtain a refund, when prior attempts resulted in no resolution. 
  
  I am seeking a full refund.  I dont understand the position for rejecting one, nor a partial when the room wasnt acceptable to lodge in. 
  
  Please advise,

   

  Business Response

  Date: 06/28/2023

  Dear *******************************, 
  
  I do apologize, but any compensation would be at the property's sole discretion, so you'd have to discuss this with the property directly for any such requests at the number provided.
  
  Thank you,
  **********
  Customer Care

  Customer Answer

  Date: 06/28/2023

  I am rejecting this response because:   This provides no remedy for the issue discussed.  I dont understand a customer service team that doesnt get involved to resolve customer complaints.

  I see no documenting of reach out to the facility. No reference to policy and acceptable terms of stay (or visit e versa).  I have previously reached out to the location and they are not offering to fully refund my stay even with the u acceptable conditions.

  Business Response

  Date: 06/30/2023

  Hello *******************************,
  
  Thank you for your response.  I would like to personally apologize for the inconvenience you experienced. Please contact property management with any compensation request as its at their discretion. 
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer Answer

  Date: 07/03/2023

  I am rejecting this response because:   My son and I attempted to reach out to ******* to discuss the issue. After multiple failed attempts to discuss the issue together, my son engaged the manager on my behalf.
  

  ******* stated that I didnt allow the front desk enough time to respond to the issue as there was a power outage, thus at best she would offer a 30%.  I dont agree with this assessment as I requested an alternative room with functioning AC at the time and was told by the front desk clerk, that she couldnt verify the issue because her computer was down.  
  

  this is still not an acceptable refund offer as I had to seek out alternative rooming with functioning AC.

• Initial Complaint

  Date:06/08/2023

  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.

  this complaint is added to complaint #********. So as I figure they had taken my car out of computer as being registered. Because on Friday May 26th 2023, the front desk got very ignorant to ** treating ** like we were garbage. Mind you we have been staying at this same Motel since October 28th 2022, we paid weekly we were even finally getting a discount not a very good one but it helped. This particular Friday my husband had forgot to leave the bank card so i could pay for another week something i had been doing for months. I explained to the front desk the problem I was having not being able to get ahold of my husband, but for some reason he checked us out and would not give us another room. I was completely in shock we have never caused any problems we kept to our selves not bothering anyone. So we couldn't understand why he did this and mind you we were late a few other times and weren't checked out we just paid when my husband brought the card. They gave us 30 minutes to get packed and out. Mind you there rooms were kitchenettes so we had food and things to pack up, we got it done only because we managed to get them to give us another room. We thought we were good and went done in the morning early to pay for a week we had to pay fulll price they took our discount away. But we had a room about an hour later a person from the front desk ask my husband to go to the office to talk with them needless to say it got a bit heated. my husband came back and again we had been kicked out and was told they needed no reason as to why they were kicking us out. Well I'm sorry I believe they should have a valid reason as to why they threw us out again. were already homeless. So I called the corporate office to see what could be done. So when that was all said and done 3 days later we were told management has the right to do what ever. so Studio 6 took all our money and then told us it would be refunded in 5 to ***************************************** the 30 minutes we were given all our food had to be left.

  Business Response

  Date: 06/08/2023

  Hello ***********************,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in ******, **.
   
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard and I would like to thank you for bringing this matter to our attention. We will review your concerns along with our expectations to you as a customer with our location and the appropriate measures will be taken. 
  
   Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify ** of your concerns, and look forward to providing your future lodging needs.  
   
   If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************.  ********** is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace ID# GRMWPMMK.
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer Answer

  Date: 06/13/2023

  THEY ARE LOOKING INTO THE MATTER BUT NOTHING HAS BEEN RESOLVED AND I FORGOT TO ADD DATES THAT THIS ALL ACCURRED.WE WERE STAYING AT STUDIO 6 FROM APPROXIMATELY 10/28/2022 TO 05/19/2023 WHEN THE PROMBLEMS HAPPENED.

  Customer Answer

  Date: 06/13/2023

  I have reviewed the business response and accept this resolution. THEY ARE ONLY LOOKING INTO NTHE SITUATION THEY HAVE OFFERED ME NOTHING YET BUT I AM PLEASED THEY ARE LOOKING INTO THE MATTER.

• Initial Complaint

  Date:06/07/2023

  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.

  On 6/6/23 I checked into the studio 6 around 7:30 p.m. upon entering my room I realized it was very hot in here and try to turn on the air conditioning unit and it didn't work I called the front desk to alert them that was not working and the only thing that I was offered was a box fan to put on my table this is ***** and it's a hundred degrees outside during the day I'm 8 months pregnant I wasn't offered a refund when I asked to move to a different room they didn't want to give it to me they said they didn't have any more rooms available and he told me to call in the morning and speak to a manager to see if I can get the next day 6/7/23 complimentary due to the lack of air conditioning. Upon calling today 6/7/23, an employee that was not even the manager proceeded to inform me that they can only reimburse me $15 and that was it out of a $82 room plus a $20 deposit when I haven't been able to sleep all night cuz it's been so hot then I hang up and tell them that I'm calling the better Business bureau five minutes later she proceeds to call me back to tell me that her manager is there and they can refund me $20 after not being able to sleep being so uncomfortable been sweating all night and eight months pregnant provided for free since I was not told about this not working air conditioning and nothing was done about it and his little box fan does nothing. I'm not okay with that I'm not I paid $100 to stay here and I couldn't even sleep 8 months pregnant I wasn't offered a refund until they're still not offering me a refund they're offering me a partial reimbursement of $20 that's not enough for me

  Business Response

  Date: 06/08/2023

  Hello ***********************,
  
  I appreciate you contacting us regarding your experience at our Studio 6 property in *********, **.
   
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard and I would like to thank you for bringing this matter to our attention. We will review your concerns along with our expectations to you as a customer with our location and the appropriate measures will be taken. 
  
   Please contact property management at the Motel 6 property with any additional compensation request, they can be reached at **************.
  
   Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify ** of your concerns, and look forward to providing your future lodging needs.  
   
   If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************.  ********** is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace ID# GRUQVVCC.
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer Answer

  Date: 06/08/2023

  After sending the original complaint, shortly after was check out time. At **** the rude female desk attendant called on the room phone and said I needed to check out now, and that I needed to be out of the room by ****. When I asked for late check out of 12 she informed me there was no late check out at the hotel. So I asked her why there is a sign on the front window that states "if later than 12pm check out there will be a 20 charge" if there is no late check out. She said there was no sign and I had til **** , so I hung up on her and she proceeded to call immediately back , and I just let it ring I wasnt going to sit there and argue with her with her ******* me and it being ****am already I had to pack my stuff. When I was on my way out the door the maintenance man FINALLY decided to show to fix the *** Hmmm great for the next customer. But too late for me. And I went to the desk to inform her of my check out and asked about the "partial reimbursement" and made another attempt to get the manager information from her, where she again refused by saying she will let him know and continued to be rude and treat me like trash. 

  Wasn't surprised. But coming from someone who has worked in customer service almost 15 years now, I would have to say that's horrible and poor ways to handle your guests customers whatever. 

  Customer Answer

  Date: 06/09/2023

  I am rejecting this response because: 

  After sending the original complaint, shortly after was check out time. At **** the rude female desk attendant called on the room phone and said I needed to check out now, and that I needed to be out of the room by ****. When I asked for late check out of 12 she informed me there was no late check out at the hotel. So I asked her why there is a sign on the front window that states "if later than 12pm check out there will be a 20 charge" if there is no late check out. She said there was no sign and I had til **** , so I hung up on her and she proceeded to call immediately back , and I just let it ring I wasnt going to sit there and argue with her with her ******* me and it being ****am already I had to pack my stuff. When I was on my way out the door the maintenance man FINALLY decided to show to fix the *** Hmmm great for the next customer. But too late for me. And I went to the desk to inform her of my check out and asked about the "partial reimbursement" and made another attempt to get the manager information from her, where she again refused by saying she will let him know and continued to be rude and treat me like trash. 

  Wasn't surprised. But coming from someone who has worked in customer service almost 15 years now, I would have to say that's horrible and poor ways to handle your guests customers whatever.
  

   

  Customer Answer

  Date: 06/10/2023

  Upon making another reservation today for a week and calling the hotel to see if I can check in early I was informed that I'm now on the *** list to do not rent list for what reason because I made a complaint against them for their malpractice and their mistreatment of their customers?! How is that even legal?!

• Initial Complaint

  Date:06/05/2023

  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.

  Date of transaction: 2/28/2023-3/28/2023 The amount Im requesting back is $1,162.51 *********** provided me with a guest folio The nature of the dispute would be the different charges a night I stayed. I asked if there were any discounts she stated yes 7 days for $395 which is a lot for motel 6 even though I was paying more staying there a full week. I sent a email on 5/17 advising them that my bank is requesting a credit acknowledgement from the merchant stating a refund is due. A credit acknowledgment is a dated document showing the merchant's intent to issue a refund. His response was he cant provide that due to damages. I asked what damages and why would he wait a month from the time I have been gone to call or email me about the situation. I explained that my dog (1 yr old ***************) was in his cage the whole time I was at work so I find that impossible my dog damaged the door. Hes a small puppy who is harmless. I understand he might chew on the edge or the corner of the door but the video he sent I totally disagree 1. The housekeeper wouldnt clean my room if he was unattended, 2. They would have reported that the door was damaged therefore I would have have to leave the premises. After going back and fourth from emailing he have not provided me what I need so my resolution not resolved. My bank not going to open up the dispute until they get a documentation from them but he doesnt want to assist me. This has set me back financially because my bank reversed the charges back. Confirmation number: 9169ACK241

  Business Response

  Date: 06/07/2023

  Hello ***********************,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in ******, **.
   
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard and I would like to thank you for bringing this matter to our attention. We will review your concerns along with our expectations to you as a customer with our location and the appropriate measures will be taken. 
  
   Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify ** of your concerns, and look forward to providing your future lodging needs.  
   
   If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************.  ********** is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace ID# GR7WSE5J.
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer Answer

  Date: 06/08/2023

  Ive contacted motel 6 customer care the representative I spoken to from the escalation department stated there wasnt anything to do on their end I would have to reach out to the general manager as Ive done that already and he didnt resolve my resolution. She said she will email the property to reach out to me but dont have a time frame as to when. I was under the impression they could help me 

  Customer Answer

  Date: 06/08/2023

  I am rejecting this response because:   I only received an apology not a resolution to my situation, the representative from customer care stated I would need to reach out to the general manager which *** already done and he refuse this is the reason why I brought my concern to BBB

  Business Response

  Date: 06/08/2023

  Dear ***********************,

   

  Please query the property directly in regards to your concerns: **************.

   

  Thank you,

  **********

  Customer Care

  Customer Answer

  Date: 06/08/2023

  I am rejecting this response because:   Ive already expressed my concerns and let him know what I needed, it shows in the email how many times I reached out and hes a liar refusing to give me what Im needing because he failed to contact me or address the concern about a door I refuse to believe my dog damaged any door when I was there. I need customer care or ********************** to reach out to the property because I done my part . 

  Business Response

  Date: 06/19/2023

  Dear ***********************,
  
  I do apologize, but we can only defer you to the property directly in regards to your concerns.  You can also email them at ***********************.
  
  Thank you,
  **********
  Customer Care

  Customer Answer

  Date: 06/20/2023

  I am rejecting this response because: ******** care is no help!! I stated in the last message how I already reached out to the manager! I have the email already did you not see my email of me asking him what Im needing? Did you not see that *** contacted him already and he not providing what Im requesting? Why do you think Im here in the first place ***?? The property manager ********************* is a liar he is not cooperating with me Im tired of going back and forth and this with no results, what is the problem with you contacting him if Ive done my part. Im not understanding why is this so difficult how about you reach out to corporate because Im not sure why you continue to send me messages if your not able to help me, I need this resolved and Im not getting anywhere with him or you. Do something different other than telling me to reach out to the property 

• Initial Complaint

  Date:05/29/2023

  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.

  On May 2nd of 2023 my room was broken into at the Motel 6 North In ********, ** *****. They stole my Playstation 5, the keys to my Jeep, my wifes medications, and some other small things. The police were called and they asked questions but never really investigated. The management said they would come talk to me about the theft but never did. They have a history of giving keycards to people without check id or verifing they are supposed to have access to the room. I would just like to be compincated for myblost belongings do to neglegence of the company. Plus they have no security in the building, the front desk is often unattended and there is no security camera's in the halls. discrepancies in the door logs, missing or unattended master keys.

  Business Response

  Date: 05/31/2023

  Hello *****************,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property. 
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard and I would like to thank you for bringing this matter to our attention. We will review your concerns along with our expectations of you as a customer with our location and the appropriate measures will be taken.  
  
   Please contact property management at the Motel 6 property with any compensation request, they can be reached at **************.
  
  Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify ** of your concerns and looks forward to providing your future lodging needs.  
  
  If you have any questions, please do not hesitate to call ** on **************. If calling from outside *****************, the number is **************. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to report number #GRGVEJJT.   
  
  Thanks,
  ************** 
  Customer Care