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

  4400 Maple Rd. Amherst, NY 14226

• 

  Motel 6

  PO Box 264 POrtville, NY 14770

• 

  Motel 6

  4133 Route 17 Horseheads, NY 14845

• 

  Motel 6

  2401 Mt Newton X Rd Saanichton, BC V8M 1T8

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:09/07/2022

  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.

  Hello,
  
  I booked a room at the Motel 6 on Friday 9/2/22, the minute we walked in the room we noticed a few hazard concerns starting with wires hanging from the ceiling as I put my bag down on the floor I noticed the floor was not swept and there was dead roaches on the floor. The exhaust fan cover was missing from the bathroom, the bed sheets had cigarette burns, holes and stains. After seeing all that we got our bags and left the room (we did not stay). I did call the hotel and spoke to **** that same day Friday 9/2/22 and advise him we are checking out and not staying and the reasoning why, he then stated a manger will call me back and see about a refund since there was no manger on duty. I never received a call back so I called again on 9/5/22 and spoke to *** who told I needed to call Hotels.com regarding a refund since it was a 3rd party booking and not able to assist me with my complaint or refund. I called hotels.com who try to resolve the issue with them and they stated the hotel will not be refunding me at all and they never received my message on Friday 9/2/22 about my complaint or request for a refund from ****.
  I'm filing a complaint because this hotel should not be renting out rooms in the condition they are in. The pictures on the website are not the rooms they rent out. I feel like they took my money and placed false pictures on there websites to get people to book and once you book you get the attitude of oh well too bad.
  
  When I spoke to *** she didn't seem surprise about my complaint and she was very rude almost almost like oh well too bad is the attitude I got from her.
  
  I will be attaching pictures and screen shot of my call out to the hotel from Friday 9/2/22 to proof I called and spoke to someone that day.

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Dear **** ******,
  
  I want to thank you for contacting Customer Care and letting me know about your unfortunate experience at our Motel 6 in Turlock, 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 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 # GRYYGMUJ.
  
  Thank you,
  
  Dan J.
  Customer Care

• Initial Complaint

  Date:09/07/2022

  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 paid for august 24-27th for a room so I could have a place to rest after surgery with my daughter and her husband . We sardined late in the evening around 645-730pm checked in . I asked the front desk lady if they had a problem with roaches there she said no because I recently slept at a motel 6 that was infested . I slept a few hours we didn't see anything at first but the condition of the room was dirty which we wiped down and the walls and bathroom were awful . The fridge was making a funny sound but other than that we didn't notice anything at night . The next morning at 4 am I went to have my surgery , my daughter calls me after surgery telling me the refrigerator had roaches in it and they had to throw all of our food away . They also tell me the fridge is leaking water . I am in pain still medicated from anesthesia and pain meds so I tell her to call the front desk which she did , they told her they would send someone that never went , I was taken to the motel room Friday morning after being discharged from hospital , I seen roaches in the daylight I called the front and told her there is roaches and the fridge that was a must is leaking , she said she would send maintenance . I would not leave at that time we live over 6 hours away and I was at risk of blood clots driving that far right after my surgery . The maintenance lady Janet/ Janice came and said the fridge was broke and witnessed roaches crawling in the wall in the day .. the manager offered us another room across the way. I had to take it I couldn't drive home or at all, I asked her to check for roaches and please make sure it was clean . An hour later we move across to the room which was disgusting and I call the front a lady comes in and cleans real quick and sprays bleach !!! I tell the front desk i wnat my money back so I can find another motel they tell me the manager wasn't there .. we left that night against my DRs orders and they gave me no refund , but acceptable .. embarrassment

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 6, 2022/09/20) */
  Dear **** ***************,
  
  I want to thank you for contacting Customer Care and letting me know about your unfortunate experience at our Motel 6 in Chula Vista, 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 # GRKXT64J.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (3000, 14, 2022/11/07) */
  I did not receive this email by the date listed to respond or I would have responded . A partial refund is not acceptable under the contract I signed with you , you failed to meet the hotel standards . You didn't not provide a clean room free from vectors , pests etc ( roaches) there was a leak in the fridge with water spilling all over our food had to be thrown out ! I want a full refund . That contract was null and void when you didn't fulfill it on your end with the dirty disgusting rooms you provided . This is not ok !!! The room was filthy then you gave another room with roaches and more filthy I just had surgery and no time to find somewhere else ! You put my health in danger more than once . I should seek legal advice actually !!
  
  
  Business Response /* (4000, 16, 2022/11/09) */
  Dear **** ***************,
  
  Please query the property directly for any additional compensation requests: (619) 422-4200.
  
  Thank you,
  
  Dan J.
  Customer Care

• Initial Complaint

  Date:09/07/2022

  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.

  On Sept. 3 thru Sept. 5 my family and myself stayed in this hotel, we rented a total of 6 rooms. The owners made us feel very uncomfortable during our stay, they would be outside watching us. They live there themselves and they take up various parking spaces when their parking is already very small. The bathroom was dirty, they charge you 12% of taxes instead of the normal taxes, per extra person that stays in the room. One of my rooms was not ready and it was already almost 2 hours past check in time, when I asked if they could give me a discount they said no. That I could get my money back and leave instead but they weren't going to give me a discount. These people are very unprofessional. Won't be staying there again. There rooms were hot even though they had an ac unit. They also threaten you by telling you that they will be watching you through the cameras and if they see someone else other than the people assigned to the room in there, they will automatically charge your card double.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 10, 2022/09/14) */
  Dear ****** ******,
  
  I want to thank you for contacting Customer Care and letting me know about your unfortunate experience at our Motel 6 in Los Angeles, 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 # GRVLCTKK.
  
  Thank you,
  
  Dan J.
  Customer Care

• Initial Complaint

  Date:08/31/2022

  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 March 28th I booked a hotel for a concert on August 13th. At the time of booking it the website suggested I choose pay upon arrival. I did.
  On August 12th coming from Illinois I called the north Olmstead location where my hotel was booked for confirmation of how late I could check in. The phone gave a busy signal for the entire day. If it didn't. It gave a automatic recording ro enter and extension. I went online and even emailed the hotel directly where it showed I would receive a quick response. I have records of my attempt to contact this location. Which the location seems to be unreachable, even now 2 weeks later you call and get the same busy signal. At 539pm I relieve an email on August 12th saying my reservation was canceled. When I finally got ahold of someone at 730pm they said it was because my card on file was declined, yes it was because the card had been replaced in the 5 months since I booked the hotel.
  They were unwilling to help me and rebooked my room and was rude about it.i called customer service and they were unable to give me a room comparable to the rate I originally paid. They were unwilling to help resolve this.
  I understand the terms of a room being guaranteed by 6pm, I am a store manager of a reputable business..I understand customer service. I believe the hotel should of practiced customer service and given me a call before canceling my 5 month reservation. This left me 6.30 hours away from home with no where to go at almost 8pm at night. I know as a manager, the right thing to do before canceling something that could impact a customer's life in a negative way, Is to call the customer.
  The fact the location was unreachable, failed aspects of customer service, offered no solution and has given no response.. is unacceptable. Resolution needs to be made for this matter.
  Emailed guest relations on August 24th with no response

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Dear ******* ****,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in North Olmsted, OH.
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced. 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.
  
  The property cancelled your reservation within policy due to a declined card. Please query them directly for any compensation requests: ********@6franchise.com
  
  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 #GRNRC3D5.
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand it was within policy, but it was not within customer service standards and unacceptable. If you truly mean you are committed to guest satisfaction, you would see this as a policy change.
  The customer should be notified, before any cancelation. The option to pay upon arrival should be removed if you cannot commit to customer service standards.
  As a retail manager I do not even cancel a $10 online order without customer confirmation, let alone would I do anything to potentially put my customers in harms way with leaving them no where to go.
  I will not accept this as a reasonable response.
  The hotel should of been reachable, and they should practice adequate customer service.
  If guests are to accept hotel policy as is, the hotel should hold adequate customer service.
  I understand this is a franchise, but it is Motel 6 on the front of the building.
  
  
  Business Response /* (4000, 10, 2022/09/03) */
  Dear *******,
  
  Thank you for reaching out to us regarding your experience, please accept our sincerest apologies for the service received. Please query the property management for any compensation request.
  
  Thanks,
  Kamal K.
  Customer Care

• Initial Complaint

  Date:08/28/2022

  Type:Billing 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.

  Our room was infested with cockroaches. They couldn't work with us being gone all the time and not being able to spray our motel room 225. We were offered multiple different room instead of them fixing the problem. My youngest daughter has bites all over her hands and feet from here. Constant other issues not resolved including our bathroom sink faucet didn't work properly. We are checking out immediately since my daughters bites. Hotel only offered us a "bar " rate daily refund instead of a weekly rate refund due to there negligence we should receive the full amount in compensation back

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Dear ******** *****,
  
  
  I want to thank you for contacting Customer Care and letting me know about your unfortunate experience at our Studio 6 in Austin, TX. Please accept our sincerest apologies that your stay was less than satisfactory.
  
  Studio 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 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 trace numbers # GRAWRRHF/GRHLMSXQ.
  
  Thank you,
  
  Dan J.
  Customer Care

• Initial Complaint

  Date:08/28/2022

  Type:Product 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.

  I am writing a formal request for an investigation into an online booking that was made through Hotels.com for Studio 6 Mountlake Terrace, WA for the dates of: June 26,2022 - June 27, 2022 as well as request a full refund for this booking.
  
  I am requesting a total of $267.20 ($142.61 for the money that was withheld as well as the extra cost of alternate lodging I was forced to get last minute $124.59) - Per Motel 6's own policy "In the unlikely event that we cannot honor your guaranteed reservation, we will reimburse you for the first night's lodging at a comparable motel, transportation to that establishment (if needed), and a telephone call to your home or office to notify others of your new location."
  
  Please see the attached documents for all details including copy of letter sent to corporate and Hotels.com correspondance as well as the Attorney General's office (which is currently in process)
  
  Here are the details:
  I stayed 3 nights at Studio 6 Mountlake Terrace, WA and attempted to renew my reservation a 4th night. They were unable to do it in person so while I work I booked through Hotels.com and returned later for check in. On my way to work I saw a client I've worked with for years whos disabled, homeless and transgender and gave them my room key to clean up and rest until check out.
  
  When I came back to check in I was told that they could not honor my reservation and that I was barred from the hotel due to having unregistered guests. (Please see attached documents for details.) I asked about my refund for that night and was told to contact Hotels.com. So I did, many times. And they many times attempted to get approval for a refund and NOTHING.
  
  Spoke to management at hotel and the conversation was disturbing. She claims that they are keeping the money from the new reservation because I had a guest in my room upon check out that day. Didn't charge me for late check out or take it out of deposit for that previous reservation but denied me and kept $$

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Dear **** ********,
  
  I want to thank you for contacting Customer Care and letting me know about your unfortunate experience at our Studio 6 in Mountlake Terrace, WA. Please accept our sincerest apologies that your stay was less than satisfactory.
  
  Studio 6 takes reports of billing disputes 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 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 # GRD4L7XV
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (3000, 8, 2022/09/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No I do not accept this response because its been 5 days and ofcourse, no one in the company cares to fix this issue. The attorney generals office has contacted, BBB has contacted, how long does it take to get ONE PERSON to care that your customers are being stolen from? This is absolutely absurd.
  
  I would like someone with authority to fix this, to contact me or reply to this request. Or reply to attorney general. Thank you
  
  
  Business Response /* (4000, 9, 2022/09/03) */
  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 rest of the refund has been sent via check and please allow 30 business days for its arrival. 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 /* (2000, 11, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you! I will let the attorney general's office know that you handled this. And update my review online. I understand you are not responsible for everything that each location does and I'm glad that they atlesst have an authority above that can remedy the situation. I hope the specific location sees this and makes some changes!

• Initial Complaint

  Date:08/24/2022

  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 this motel on 7/16/22 with my friend, Carol Burkhardt. We were travelling to Graham Washington from San Diego CA to pick up some rescue dogs, and this was our first layover. The next morning, I called the front desk to see if we could have the same room for my return reservation on Sunday 7/19/22. The man told me that I would have to call back Sunday morning. When I hung the phone up, the night stand that the phone was on, fell off the wall and hit the floor and broke. I called the man right back to report what happened and he said I would have to talk to a manager. There was no manager available, so I called back Saturday and again on Sunday, only to be told that no manager was available. When we returned on 7/19/22 to check in, the girl at the counter said they could not rent me a room. I asked why, and she said, "Because the computer said so." I asked to speak to a manager, and again, I was told one was not available. I asked her who she would call if the motel got robbed that night, then a woman came around the corner to help me. She said they could not rent a room because Housekeeping reported that I sat on the nightstand, breaking it. My friend came in to attest to the fact that no one sat on it, it simply fell off the wall. We had more than 2 dogs with us, so she said she could not rent a room due to the number of dogs, but that she would investigate my claim and call the next day. No one called, so I called back Tuesday and they promised that a manager would call me. No one called, so I called Motel 6 Corporate, and they said they would have the manager call. No one's called me about this, and they have retained my $150 deposit. I don't feel it is fair that they charge me because their furniture was cheap and defective. The nightstand was between 2 queen beds, so if anything, at 67 yrs. old I would have sat on the soft bed as opposed to the nightstand. I want my deposit back. If necessary I will pursue this in small claims court.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Dear ******* ********,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in Sacramento, 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.
  
  Please query the property directly for any compensation requests: (XXX) XXX-XXXX
  
  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 #GRPP9MJ3.
  
  Thank you,
  
  Dan J.
  Customer Care

• Initial Complaint

  Date:08/11/2022

  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.

  Hello,
  
  I booked 9 rooms on Jan 9,22 for the Motel 6 Reno, NV- virginia plumb location. I had called a few time the week before to confirm as well as spoke with booking. Every time i called the actual hotel # it was disconnected. Both Booking and the Motel 6 800# stated that they were still open.
  
  I arrived on Aug 5th, 2022 at 2pm. When pulling up, the entire parking lot was taped off with yellow caution tape and men were tossing furniture out of the rooms into a dumpster.
  
  I immediately called booking who said that the hotel was open. I explained what was going on and they stated they would make sure to get us into a hotel room. This was Hot August Nights weekend so the room prices were tripled and far an few between. Per the call log you can see that i was on hold with booking for over 2 hours with them saying they would put us in a new place at not additional cost. when i found a place that had the 9 rooms that i originally requested, it was over 4,000$. They said they could not get authorization to do that. I had to wait a 30 min process to make sure that motel 6 was not available. Again after calling back. I was told the same thing. By that point the rooms were going fast. We ended up only getting 4 rooms because of the price. I again was on hold with booking for almost 2 hours this time for them to say they were waiting for a manager.
  
  This is completely unacceptable especially when i called a few days prior to confirm as well was sent confirmation emails.
  
  I would like my full money back for the rooms that we had to get due to your mistake, miscommunication and lack of communication. If we do not, I will continue to keep going hire and making sure that everyone know about this. I have all ready contacted the BBB about this and sent the same info.
  
  Thank You, ********

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/13) */
  Dear ********,
  
  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 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 #GRGCMRRR.
  
  Thanks,
  Kamal K.
  Customer Care

• Initial Complaint

  Date:08/10/2022

  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 gave permission to the business to charge my card one time and anytime I wanted the card charged I had to give permission. Today I had a random charge that I did not give permission for bc I never signed for my card to be on file or for the room as for I was only staying every once in a while with the person whose name the room was under. I called corporate and they said she could not charge my card without asking before hand or me signing papers and I told the owners this and she said "I will come up with papers" the papers are a lie if she does bc I never signed anything.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/11) */
  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 # GRKXQFHP.
  
  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.

• Initial Complaint

  Date:08/10/2022

  Type:Product 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.

  I booked a motel room with Motel 6 on 2323 Airport Way in Boise Idaho for August 7, 2022 for a one night stay. They charged me $101.69 for a room that was absolutely disgusting. They did not clean the room whatsoever. There was dead bugs and small trash on the floor (wasnt swept), blood stain on the floor, a blood spot on the sheet, a big pee stain on the mattress that covered almost the whole bed, sticky lube looking substances on the walls, a bunch of hairs in the sheets, and the shower wasnt clean. When we first arrived we had a person outside the hotel trying to sell us either drugs or escorts. People smoking out of crack pipes outside the hotel. We left that motel immediately after seeing how nasty our room was. We would attempt to call the front desk multiple times and they would answer the phone but then hang up on us. One of the individuals working the front desk had a woman with him that was dressed inappropriate and did not have Motel 6 attire on. I tried getting a refund but they wouldn't refund me. I reached out to booking.com and they have yet to get back to me. I reached out to the Regional Vice President and he never got back to me. I don't think a business like that should be allowed to get away with charging so much to not even simply clean a room. I have pictures to prove it. The pictures don't do justice on how nasty it was in person. My confirmation number is XXXXXXXXXX

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Dear Kailey *****,
  
  I want to thank you for contacting Customer Care and letting me know about your unfortunate experience at our Motel 6 in Boise, ID. 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 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 # *********
  
  Thank you,
  
  Dan J.
  Customer Care
  
  
  Consumer Response /* (2000, 7, 2022/08/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)