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

• 

  Motel 6

  165 Consumer Dr. Whitby, ON L1N 1C4

• 

  Motel 6

  4345 North Service Rd. Burlington, ON L7L 4X7

• 

  Motel 6

  5595 Hammonds Mill Rd Martinsburg, WV 25404

• 

  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:10/09/2022

  Type:Customer Service 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.

  We are concerned about cockroaches and mold at the Motel 6 located at 4200 Via Real in Carpinteria, CA 93013. ⫽ We checked in on October 6, 2022 and first stayed in the ADA (disability access) Room 116, as my wife was recently discharged from major muscular-vascular-nerve surgery at UCLA Medical Center. We found the bathroom's ventilation system not functioning properly. Humidity and general dampness in the room were greatly elevated. Mold abounds on the tile floor. The ADA room appears to be not as well looked after as the regular rooms, which has an inequitable impact on people with disabilities. We suggest renovation of the bathroom. ⫽ When we found a cockroach in the room, staff kindly relocated us to Room 104 where we found dozens of nymph German cockroaches, documented by photos. ⫽ We will need to stay here until October 11, 2022 - and we remain in the room as of this filing - as this is one of very few affordable hotels in all of Santa Barbara County. The hotel is quite full and guests are clearly tolerating the cockroaches. ⫽ We ask that Motel 6 honor its many loyal customers by undertaking measures to control the cockroach infestation as soon as possible. At the moment the roaches are nymphs and not full grown; it is a good time to stop the problem before the roaches mature and lay eggs. They are likely in the walls and able to access many rooms in the hotel. ⫽ Thank you for listening. Please note that the hotel staff are kind and personable and we ask only for prompt attention to the health concerns noted here for the sake of all who stay and work on the premises. ⫽ Please see photos and videos on this link: https://photos.app.goo.gl/g5LRR3WaKR8u76kR6

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Dear ****** ************,
  
  I want to thank you for contacting Customer Care and letting me know about your unfortunate experience at our Motel 6 in Carpinteria, CA. Please accept our sincerest apologies that your stay was less than satisfactory.
  
  Motel 6 takes reports of poor conditions very seriously. Your report has been forwarded to the appropriate department and you will receive a response back within the next 5 days.
  
  If you have any questions, please do not hesitate to call us at 1-800-557-3435, if calling from outside the United States the number is 1-614-601-4089. Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week.
  
  Please refer to report number # GRSGX6FU.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We will accept the response conditionally, provided that: 1) the business follows up within 5 days as represented; 2) the response includes an action plan with concrete, specific, and doable steps to remedy the issues noted in the complaint; and 3) the actions to be taken have the effect of true and actual remedy for the underlying issues noted in the complaint, and are not intended solely to placate us as consumers while leaving the issues unremedied. Thank you sincerely for attending to these important public health and equity issues as partners in common interest.
  
  Further video on this link:
  https://photos.app.goo.gl/Wce4tQzzu7De2tcs8
  
  
  Business Response /* (4000, 9, 2022/10/15) */
  Hello ******,
  
  Thank you for reaching out to us regarding your experience, please accept our sincerest apologies that your stay was less than satisfactory. We are able to confirm that one night refund has been processed back to your card and should appear within the next 3-5 business days. We hope you view this as an isolated incident and continue to use Motel 6 for your future lodging needs.
  
  Thanks,
  Kamal K.
  Customer Care
  
  
  Consumer Response /* (4200, 11, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response and willingness to make it right. However please note that we cannot accept your proposed strategy as it does not in fact remedy the issues we are bringing attention to. We request: 1) a full and complete refund; and, even more importantly: 2) your pledge to implement an action plan with concrete, specific, and doable steps to remedy the issues noted in the complaint, with those steps enumerated in a signed letter; and 3) that the actions taken have the effect of true and actual remedy for the underlying issues noted in the original complaint, and are not intended solely to placate us as consumers while leaving the issues unremedied. Thank you again sincerely for attending to these important public health and equity issues as partners in common interest. We request a response within 5 business days.
  
  
  Business Response /* (4000, 13, 2022/10/18) */
  Dear ****** ************,
  
  Please query the property directly for any additional requests or queries: (805) 684-6921.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (4200, 15, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response shifts responsibility for resolution to the property while our requests are of a nature that makes them best addressed at the corporate level. It is corporate's responsibility to interact with the property to any extent necessary. Please respond to these specific requests We request: 1) a full and complete refund; and, even more importantly: 2) your pledge to implement an action plan with concrete, specific, and doable steps to remedy the issues noted in the complaint, with those steps enumerated in a signed letter; and 3) that the actions taken have the effect of true and actual remedy for the underlying issues noted in the original complaint, and are not intended solely to placate us as consumers while leaving the issues unremedied. Thank you again sincerely for attending to these important public health and equity issues as partners in common interest. We request a response within 5 business days. Any response that does not address the issues of public health and safety directly does not satisfy the purpose of this BBB-mediated interaction. We believe that addressing the issues directly and with action is in the common interest of all parties concerned.
  
  
  Business Response /* (4000, 17, 2022/10/20) */
  Dear ****** ************,
  
  The property in question is an independently-owned franchise, so they would be ones to answer your queries.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (4200, 19, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you. Please provide the names, postal addresses, email addresses, and phone numbers of the owner(s) of the franchise to which we may address correspondence. Thank you again.
  
  
  Business Response /* (4000, 21, 2022/10/22) */
  Hello ******,
  
  Property Management can be reached at (805) 684-6921 or via email [email protected].
  
  Thanks,
  Kamal K.
  Customer Care
  
  
  Consumer Response /* (2000, 23, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you. @BBB: Can this complaint be forwarded or transferred to the Carpinteria, CA franchise referenced in Motel 6 Corporate's reply?

• Initial Complaint

  Date:10/05/2022

  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 in late. My neighbors were very loud all night long. In the morning while the noise was still happening I went to ask about moving rooms or having the other guests spoken to about said noise. I was interrupted by the manager to be told "the hotel isn't responsible for other guests noise and there's nothing they can do about it" that "if You don't like it you're welcome to leave". So I did check out a full day early, before that days check out time and was issued a refund for that night by the front desk. The manager pushed the charge through anyway for my card and charged me for both nights. I didn't even get to sleep there the one night i was there. furthermore, I call the corporate office and was told the refund would be issued, still a full charge. I want a full refund for the services I paid for but was not able / did not use. I will continue to pursue this issue until my money is refunded in full.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/08) */
  Hello *******,
  
  Thank you for reaching out to us regarding your experience, please accept our sincerest apologies that your stay was less than satisfactory. We are able to confirm that a partial refund has been processed back to Expedia card. We encourage you to contact Expedia directly to get refund back to your card. We hope you view this as an isolated incident and continue to use Motel 6 for your future lodging needs.
  
  Thanks,
  Kamal K.
  Customer Care

• Initial Complaint

  Date:09/19/2022

  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 stayed at Motel 6 in July for 3 weeks. During that time my room was accidentally cleaned out and my items discarded. I contacted management and an investigation was done however no one from management reached out to me regarding the issue. I was only told that the employee responsible has been terminated. I contacted Motel 6 corporate and filed a claim (Case # Grlp5cmx) and they've escalated it to the owner 3 times and stated that i have to finish my dispute with hotel manager.
  
  Since then I've called multiple times and the owner, and manager are avoiding my calls. I lost items totalling a sum of $1200. I was instructed to file a police report however the police came onsite and stated that I have to wait until the hotel finished their investigation before I could file a claim. Nobody from the hotel reached out to me stating that they concluded their investigation.
  

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Dear ***** ********,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in Los Angeles, CA.
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced. 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.
  
  We have escalated this matter and asked you be contacted as soon as possible.
  
  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 us at 1-800-557-3435, if calling from outside the United States the number is 1-614-601-4089. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace number #GRLP5CMX.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (3000, 12, 2022/10/12) */
  ***Document Attached***
  My issue is not resolved. I called both numbers provided and sent a follow up email and no one has reached out to me.
  
  
  Business Response /* (4000, 14, 2022/10/17) */
  Dear ***** ********,
  
  I do sincerely apologize for the delay. We are looking further into this matter and will be in contact as soon as possible.
  
  Thank you,
  
  Dan J.
  Customer Care

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service 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 Saturday, August 20th 2022 my husband, children and myself reserved a room at Motel 6 located at
  2431 Old Country Inn Drive
  Caseyville, Illinois XXXXX via Expedia.
  We checked in later in the evening. Right after checking in we headed to the outdoor pool immediately as it was getting dark. We were at the pool for approximately 30 minutes. We then returned to the room to settle in for the night. Shortly, after entering the room I ended up getting a cut on my left hand due to 2 screws that were sticking out from the wall about 2-3 inches. The location of the screws were within a small bookcase and not noticeable. My husband immediately went to the front desk to discuss the situation. At this point it had been about an hour since we had first arrived on the premises. The lady at the front agreed to a refund for the room. My husband agreed and we began to pack our belongings. Upon returning to the front desk the lady declined any refund stating we had been in the room for over 2 hours. I then explained this was inaccurate as it had only been an hour and we had went to the pool immediately upon checkin. I also requested an Incident report of injury be completed and the lady at the front refused any assistance to us for this request. She explained the owner denied any refund. We left the premises. Expedia attempted to obtain a refund as they agreed it was suitable and the same lady from the desk reported to Expedia representative that we had been on the premises for over 4 hours which was inaccurate. In turn we had to pay for assistance to help us finish our move due to the injury obtained on my left hand palm side. I called Motel6 cooperate office to file an incident report that occurred on the property. I did not receive a response. I had called to speak to the property owner several times and requested a call back. The return call from the manager never occurred. The lady at the front desk explained that nothing was going to be done and no refund would occur.

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/09/19) */
  Dear ********* *******,
  
  I want to thank you for contacting Customer Care and letting me know about your unfortunate experience at our Motel 6 in Caseyville, IL. Please accept our sincerest apologies that your stay was less than satisfactory.
  
  Motel 6 takes reports of poor experiences very seriously. Your report has been forwarded to the appropriate department and you will receive a response back within the next few days.
  
  If you have any questions, please do not hesitate to call us at X-XXX-XXX-XXXX, if calling from outside the United States the number is X-XXX-XXX-XXXX. Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week.
  
  Please refer to report number # GRAD7XYC.
  
  Thank you,
  
  *** J.
  Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/09/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Following two calls to the corporate office in regards to this matter and prior to filing a complaint with BBB, I was advised the district manager would be contacting me directly via phone. The issue was escalated during the second call to the corporate office per the representative being the owner of Caseyville would not respond to the several phone calls made to resolve this matter. There has been no contact by anyone representing Motel6 organizations and the assurance has failed to occur as of today. I feel the apology stems from this report being filed due the lacked the follow up that was to occur via corporate office. It was even noted the money that was lost on our behalf due to this incident including paying for the room as well as having to pay for help to finish our move due to the injury upon myself at fault of negligence of a Motel6 organization.
  
  
  Business Response /* (4000, 9, 2022/09/26) */
  Dear ********* *******,
  
  I do apologize you have not heard back. We have again escalated the matter and asked you be contacted as soon as possible.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (3000, 16, 2022/10/10) */
  There has not been any communication made via Motel6 as of today. It has been noted several times that I would be contacted and I have not received any calls, text, emails or mail on Motel6 behalf.
  
  
  Business Response /* (4000, 18, 2022/10/12) */
  Dear ********* *******,
  
  I do apologize for the continued delay. We have again escalated the matter and asked you be contacted as soon as possible.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (4200, 20, 2022/10/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still have not received a response by any representatives from the organization. There has been no response or results with the escalation to this date. What day and time should I expect a valid response?
  
  
  Business Response /* (4000, 22, 2022/10/17) */
  Dear ********* *******,
  
  I do apologize, but I do not have a timeframe to provide. I've again escalated this matter.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (4200, 24, 2022/10/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Would you kindly provide me the name, contact number or email to whom this situation is being escalated to or to whom it should be that is suppose to be contacting me? It doesn't seem as if the escalation is effective within the organization. Again, it has been over nearly two months and not one individual from the organization has contacted me in any way after I have made multiple request. Thanks and I will be looking forward to the information as requested.

• Initial Complaint

  Date:09/16/2022

  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.

  09/110 paid 1050.00 for 21 day at cedar rapids motel 6
  
  Day 4 09/14 heating element went out on microwave
  
  09/15 employee took microwave downstairs
  
  09/16 location has no replacement
  
  Company should deduct $10 to $15.00 daily off amount paid in advance and refund to guest in 203. Paid with cash
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Dear ******* *****,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in Cedar Rapids, IA.
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced. 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: (319) 366-2475.
  
  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 us at 1-800-557-3435, if calling from outside the United States the number is 1-614-601-4089. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace number **********
  
  Thank you,
  
  Dan J.
  Customer Care

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service 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 9th, 2022 I checked in, in person, to the Motel 6 in Elko, NV and paid for a 1-night stay at an approximate cost of $60. I checked out on May 10, 2022. I paid with my ATM/Visa card and as is shown on my May, 2022 bank statement, Motel 6 charged my card in the amount of $947.60. My bank paid that amount on May 11, 2022.Motel 6 stole money from me and I would appreciate your help in having it returned. Please note that I have initiated complaints wtih the Elko City Police Department and the Nevada Attorney General's office. Thank you

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 6, 2022/09/18) */
  Dear ******,
  
  Thank you for taking the time to tell us about your experience. Your feedback is very important to us as we strive to provide a great guest experience.
  
  After reviewing your email, I would like to convey on behalf of the company, our sincerest apology for your experience during your stay.
  
  We would like to discuss this matter with you and ask that you take time to call us at Customer Care. Please refer to report number **********
  
  Our toll-free number is X-XXX-XXX-XXXX, if calling from outside the United States the number is X-XXX-XXX-XXXX. Our office hours are 9:00 am to 10:00 pm, Eastern Time and for your convenience we are available 7 days a week.
  
  We look forward to speaking with you soon.
  
  Thanks,
  Kamal K.
  Customer Care
  
  
  Consumer Response /* (3000, 8, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I feel I should be compensated in some way for the loss of my funds between May and September, 2022 via theft by one of your properties. After speaking with Robert ******** by calling the property, my money has been returned, but this is not enough for the loss of my money over time. I would like to see Motel 6 disassociate from this regrettable property and criminal enterprise, and from Mr. ********* Your customer service left a message with me on 9/18/22 telling me they could not find my reservation. But, answer me this; would you leave a paper trail of a guest that you stole from? I am attaching a portion of my bank statement showing the illicit charge, the theft, and your reference numbers. Please note that I have filed complaints with the local police department in Elko and with the Nevada State Attorney General's office. I'm a 65 year old single woman and this is elder abuse.
  
  
  Business Response /* (4000, 11, 2022/09/21) */
  Dear ******,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in Elko, NV.
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced. 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.
  
  Given you indicate the funds were returned, we are unable to assist further.
  
  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 us at X-XXX-XXX-XXXX, if calling from outside the United States the number is X-XXX-XXX-XXXX. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace number **********
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (4200, 13, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear Dan
  
  I will sleep under an overpass before I ever stay at another of your establishments. I had almost $1000 stolen from me by your Elko location in a clear case of elder abuse.
  
  Since you are not willing to assist me further I will be filing further complaints against you with Nevada and Texas department of elder services and with AARP.
  
  Your Elko location and Robert ******** need to be held accountable for committing a crime. It is unconscionable your corporate culture is dismissing this.
  
  Please reconsider your response to me and choose to take responsibility. To insure that other seniors are not damaged and harmed, I will not drop my pursuit.
  
  Yours resolutely

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  The business cancelled my reservation at 10:30 PM at night on a long weekend and I have to pay 70% more to find a similar stay. It is unacceptable for business to cancel the reservation for no good reasons. I made reservation almost 1 month in advance to get a decent price on it due to long weekend

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Dear **** P,
  
  Thank you for taking the time to tell us about your experience. Your feedback is very important to us as we strive to provide a great guest experience.
  
  After reviewing your email, I would like to convey on behalf of the company, our sincerest apology for your experience.
  
  We would like to discuss this matter with you and ask that you take time to call us at Customer Care. Please refer to report number # GRJUAP47.
  
  Our toll-free number is X-XXX-XXX-XXXX, if calling from outside the United States the number is X-XXX-XXX-XXXX. Our office hours are 9:00 am to 10:00 pm, Eastern Time and for your convenience we are available 7 days a week.
  
  We look forward to speaking with you soon.
  
  Customer Care

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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 made a reservation on the phone and went to the property on N. Temple Dr. I got in there gave the girl my ID and credit card and then she gave it back to me with a piece of paper and a red slip of paper asking what that was she told me that she had three maids for 90 rooms and that I would be waiting a while to get into my room. I asked her how long it would be as it was 106° in the middle of a heat wave that day I was hot and tired my plane was canceled until the morning and I just wanted to relax so did I have an attitude maybe but I did not hurt her I simply asked her when my room would be ready, with that she started flipping out telling me she did not have to rent me a room with an attitude like that and went on and on threatening me to come around the counter and "beat my ***",That just because she worked at motel six does it mean she wouldn't come around the counter and clock out. I tried to defuse the situation to no avail. I was asked to leave she refused to rent me a room I specifically asked about the credit card information I just gave her and was told my card would not be charged. Well here I am two months later my card has been charged I have tried to dispute it several times and this property keeps disputing my disputes. They know I showed up and they know that they asked me to leave they also know that I did not give them permission to charge my card and yet they did. The girl was a large girl threatening intimidating and scary and I'm surprise she's allowed to work with the public . This incident happened at 2:45 PM on July 17th. The whole situation has been terrible and the response I got from corporate motel six after having a two month investigation was basically to go back to the property where I was threatened and deal with them personally. I do have a case number I actually have two and all the names of all the people I have dealt with in regards to the complaint that basically was gone unanswered. Case # GRN4XDER. I will await your reply.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Dear ****,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in Salt Lake City, UT.
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced. 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.
  
  You are a valued guest, and we hope that you will consider this an isolated incident. Please accept a full check refund, which will be mailed to the address provided and arrive within the next 30 business days in an envelope marked "G6 Hospitality".
  
  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 us at 1-800-557-3435, if calling from outside the United States the number is 1-614-601-4089. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace number #GRN4XDER.
  
  Thank you,
  
  Dan J.
  Customer Care

• Initial Complaint

  Date:09/09/2022

  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 had a reservation for 08/25/2022, when I got to the Motel the clerk advise the room I had reserved didn't have AC and I could get a smaller room without a fridge or a microwave but had AC. I asked the clerk several times what she was going to do to fix the situation but all she said "you can have the other room or I can cancel the reservation" I advise that there was a reason the reservation was done and canceling the reservation was not an option. The Heat in Pueblo during our stay was in the high 90's and got over 100 several days but they want us to stay in a room with no AC. The business website shows and advertises Air Conditioning in their rooms. The situation was not handle correctly by the clerk I looked at my co-worker and said what the F are we going to do and the house keeping person started yelling to get out of the office. Housekeeping person wasn't even involved in our conversation and didn't know they had the right to pull pepper spray on customers. The situation got out of control with the clerk and housekeeper screaming and grabbing the phone to call the police. Now I am sure they have to deal with lots of issues but we were not attacking them. I kept trying to to talk to the clerk and ask for the prior weekend reservation to also be cancelled but both employees were acting so inappropriate that they were screaming and I could not even get a word in. It is inappropriate advertising and inappropriate behavior by an employee of Motel 6.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Dear ***** ******,
  
  Thank you for taking the time to tell us about your experience. Your feedback is very important to us as we strive to provide a great guest experience.
  
  After reviewing your case, I would like to convey on behalf of the company, our sincerest apology for your experience during your stay.
  
  We would like to discuss this matter with you and ask that you take time to call us at Customer Care. Please refer to report number # GRXPH7Q6.
  
  Our toll-free number is 1-800-557-3435, if calling from outside the United States the number is 1-614-601-4089. Our office hours are 9:00 am to 10:00 pm, Eastern Time and for your convenience we are available 7 days a week.
  
  We look forward to speaking with you soon.
  
  Customer Care

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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 was awaken by a pounding on my door by this motel's owner. I only had a few pieces of clothes on because I was sleeping. I came to the door and the owner stepped in quilt and started telling me " I saw your ashtray in the window seal , you are not allowed to smoke in rooms!" , I told him I've never smoked in any motels my whole life and that's why I had the ashtray to use when I walked out side to smoke , I'd have a place to put out my cigarettes. He also was yelling at me about a wooden chair I brought out to sit under a nearby tree for shade to enjoy being outside. The owner of this Motel6 franchise said he would charge me $250 for the chair if stolen, I apologized and said I would put it back in room after done and not leave it out all night."
  He demanded to search them room to see or smell if I had been smoking inside. He did wait till a maid came over to go inside." The main dispute is that he was rude , did not allow me to get dressed before telling me off about these issues! I am disabled. This whole incident, which could've easily been done in a considerate , non-threatening manner! The franchise owner had one of his maids come in to smell and search the room for evidence that I had been smoking in the room, which I had NOT!
  The problem is A) I wasn't properly dressed as I had only my nightgown on. B) because of my disability, my heart beat was high I guess , I was in shock and was terrified and traumatized. I then proceeded to have a panic attack! I had to sit down because I almost fainted from the shock and terror of the whole experience.
  I asked him the man who he was, the manager, owner or what title he had to do such a thing as this . He said ge was the owner and because I asked, he yelled at me, "now, you have to check out !"tomorrow!!!" I was already checking out the next day. He had a right to check my room for evidence that I was smoking, he had a right to warn me and request I put the chair back in my room at night and not leave it out.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/10) */
  Dear ****,
  
  I want to thank you for contacting Guest Relations and letting me know about your unfortunate experience at our Motel 6 in Monterey, CA. 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 us at 1-800-557-3435, if calling from outside the United States the number is 1-614-601-4089. Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week.
  
  Please refer to report number #GRWXR7US.
  Thanks,
  Kamal K.
  Customer Care