Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/25/2024

  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 am moving from ****** **** ** ** ****. Almost 700 miles away.
  
  When I booked. I called the property to ask their pet policy. The woman that answered at the front desk was rude, wouldn’t answer my question, and said that it was posted at the front desk and then proceeded to hang up on me without giving me a chance to explain that I am not local and almost 700 miles away. So I called reservations and confirmed multiple times that my bird (in a small cage) would be allowed in addition to my very well behaved adult cat since Motel 6 boasts no charge for pets. To drive all the way 700 miles to the hotel, I’ve been awake since 2am, to find out that the hotel would not let me have the room that I booked and paid for. They even had the audacity to tell me that I should have called the property to check…. (Tapping on the glass at the pet policy) To which I replied I did and was hung up on. Do not book or stay with Motel 6! I was left stranded with no place to stay after driving 700 miles.

  Business Response

  Date: 10/04/2024

  Dear Sir/Madam
  We would like to provide information that guest had booked reservation online, guest claimed that online agent he spoke with did not specifically told that a bird can’t be considered as pet. Guest is claiming he called at night and spoke with girl and was hanged up, guest have never called to frontdesk as there is no female working at frontdesk at night. We would surely like to see call history of guest calling to this hotel. We apologize for confusion between online agent and guest and however our pet policy is clearly states online and in the reservation that “No more than two pets per room, with a combined weight of 150 pounds or less. A “pet” is defined as a domesticated/tame dog or cat.”
  
  As guest decided to cancel the reservation and we had refunded full amount of $ 571.40 right away, I have provided the receipt of the refund.
  
  Thanks

• Initial Complaint

  Date:08/05/2024

  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.

  Single woman w/ dog visiting, booked Motel 6--the only "pet friendly" available. Checked in 1/8/24 check out 1/2/24.
  I paid $80, plus $75 deposit.
  Problems 1) Security lock broken. 2) sheets extremely dirty. 3) towels extremely dirty. 4) pillows large brown stains & blood.
  Front desk (staff) was annoyed but gave me new linens I put on myself.
  The new pillow cases had dirty footprints on them. I went back with the cases & asked for another set. Staff angrily stated to leave if I didn't like the cases. I hadn't slept in 48 hours due to long drive & I didn't want sleep in my car again. I used my own tee shirts as pillow cases. I also used a tee shirt as bath towel as towels had A LOT of surface dirt & a smear that looked like butt wipe. Morning check out: Coffee is served until 10 am. At 9:45 there was no coffee. The staff said "too bad". So, I drove to a convenient store & paid $3.00/coffee. I checked out at 11:25 & recorded it. I called the "customer care" to complain about the appalling conditions. In retaliation, the $75 deposit was not returned. Staff stated reasons: 1) baby powder on the blanket had to be dry cleaned. Customer care stated I smoked in the room---which is a blatant lie. I did not smoke! there was no smoke & they know it. It is increasingly difficult to avoid these conditions in motels. It doesn't matter if you go to another location because practices are rampant. Please, please help me to get my deposit. 2ndly, I think these people should he punished w/ total refund for this inexcusable treatment. Thank you. The complaint reference number is ********.

  Customer Answer

  Date: 08/06/2024

  
  ******** **** ******* *******************>
  Sat, Aug 3, 12:02 AM (3 days ago)
  to info
  
  Hello, my name is ******** *****. August 2 
  I made a bbb complaint regarding the Motel 6 ** ***** *** ** ******** ****. At the time it was regarding the motel's theft of my $75.00 Deposit. However, now there is a pending charge of $214.59. (it was a one night stay of $80.00. Plus $75.00 deposit). I need everything over the $80.00 ($134.59) returned, absolutely. Because of the abuse and filthy conditions at the motel, I'd like a 100% full refund. But the amount over the $80.00 room fee is just theft on the motel's part and must be retuned to me.
  The customer care line at corporate says that I broke the rules and that's why they're keeping my money; I had guests, there was smoking in the room. However this is a lie. I traveled from ********* & am in the area shopping real estate. I dont know anyone in the area let alone someone who would visit me and I dont smoke! If they can produce one security photo of anyone but myself or house keeping/staff entering my room on the date I was there August 1, I forfeit my claim!
  
  From, ******** *****

  Business Response

  Date: 08/13/2024

  We are sorry for delayed response we were trying to contact guest directly to resolve as but it was unanswered. Customer is claiming that she is being charged $214.59 is completely false claim. If guest provides proof of charges showing $214.59 from us, we will refund, we have attached is receipt of charges for $110. $80 is charged for room and $50 for incidentals. $20 is charged for violating pet policy (extra cleaning fee) and $30 is refunded. As per policy guest must declare the pets at check-in, provided reg.card showing there is no pet registered).
  Thanks

  Business Response

  Date: 08/16/2024

  I was able to speak with the guest who was staying at our motel, and we were able to work out an agreement where we refunded the remaining $30 deposit that was charged for violating the pet policy.

  Thank You.