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:07/17/2025

  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 July 8, 2025, I had a hotel room reservation at Royal Motel that had been made weeks in advance. On the day of my arrival, I contacted the hotel to explain that I was in the process of obtaining a new valid ID from the **** Instead of offering a solution or understanding, the hotel staff immediately canceled my long-standing reservation. Following this, a representative proceeded to use profanity towards me over the phone before abruptly hanging up. The level of unprofessionalism and disrespect I experienced was entirely unacceptable. This incident occurred before I could even check in, and it appears my reservation was canceled due to their misunderstanding regarding my ID situation

  Business Response

  Date: 07/27/2025

   

  Complaint ID - ******** 

  We appreciate the opportunity to provide clarification regarding the complaint filed by ******* **** in relation to their reservation at our property.
  Our hotel maintains a clear policy, communicated to all guests at the time of booking, that a valid government-issued photo ID and a credit card matching the guests name are required for check-in. This policy is in place for the safety and security of all our guests and staff.
  In this case:
  The guest initially contacted our front desk directly to make a week-long reservation. During the call, he informed our staff that he did not possess a valid ID. In accordance with our policy, our front desk associate politely informed him that we would be unable to complete the reservation without one.
  Shortly afterward, the guest made an online reservation through *******. When we received the booking and recognized the guests name, our staff proactively contacted ******* to inform them of the situation specifically, that the guest had no valid ID, and we would not be able to honor the reservation unless ID was provided at check-in.
  The guest later contacted the hotel again, assuring us that he would obtain proper identification from the *** in the coming days. Based on that, we held the reservation in good faith to give him time to acquire the required ID.
  After several days passed, our front desk staff reached out to the guest for an update. At that time, he informed us that he still had not obtained valid identification. Additionally, upon reviewing the reservation, we noticed the credit card used for booking was not in the guests name, which is a violation of both our hotel policy and standard fraud prevention guidelines.
  As a result, and after making every reasonable attempt to accommodate the situation, we were left with no option but to cancel the reservation for non-compliance with our ID and payment policies.
  Unfortunately, the guest responded to this decision with inappropriate and abusive language toward our staff, leading us to end the call for the safety and well-being of our team.
  We believe we handled the situation professionally and fairly, adhering to our clearly stated hotel policies and prioritizing security and compliance. At no point did we act in bad faith, and we made efforts to accommodate the guest while upholding our standards.
  We thank the BBB for reviewing our side of the situation. If you need further information or documentation, we will gladly provide it.
  Sincerely,
  *** Mehta 
  Royal Motel
  ***************************************

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The entire statement is demonstrably false. I possess irrefutable proof, including transcripts of all relevant communications that contradict their assertions. Specifically, I have a phone recording of the sole conversation that occurred on July 8, 2025, regarding the cancellation, and I am currently acquiring additional evidence from Expedia. It was explicitly communicated that I was in the process of obtaining a new ID, and the reservation was made on June 26, 2025, when my ID was still valid and not expired until July 6. Therefore, I had no reason to mention it at the time of booking. Their claim of multiple reservations is incorrect; only one was ever made. Their narrative regarding communication with Expedia is inconsistent with the facts, as they were unaware of the situation until the day of my scheduled travel. I contacted them only once, on July 8, to inform them about my ID, at which point my reservation had already been canceled. They were unprofessional and terminated the call abruptly, leading me to immediately contact ******* instead. Their assertion of attempting to contact me for an update on subsequent days is false; I had already secured alternative accommodation that same day, July 8, and resolved my ID issue. Furthermore, their claim that I used a credit card with someone else's name is untrue; I booked through Expedia, where only my card, bearing my name, is on file. These fabrications appear to be an attempt to misrepresent the situation and deflect responsibility. Finally, their allegation of abusive language is unfounded; as confirmed by the recording of my single call from July 8, made while at the ***, I maintained a respectful demeanor. I am prepared to upload both the recording and transcripts to substantiate my claims. This appears to be a deliberate attempt to manipulate the narrative, and I unequivocally refute their dishonest and shameful account of events. What is said after this response is falsified misrepresentation of the events that happened. I now have the record of the one and only call i made to Expedia that happened on july 8 and the call i made to the royal motel the same day. All the events on the july 8 and june 26 i can back up. So if need be I'll provide all my evidence. 
  
  Regards,
  
  ******* ****

  Business Response

  Date: 08/06/2025

  We appreciate the opportunity to address this concern. However, we have thoroughly investigated the matter, and based on our system records and teams review, there is no evidence that the guest had Valid Credit card at the time of booking at our hotel. We consider the matter closed from our side and will not be responding further unless new, factual information is presented.
  

  Customer Answer

  Date: 08/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately i cant upload audio recordings but its okay. You can post any fake picture you what because at this point you have lied and made you whole side up to make me look like i caused all these issues that could have be resolved if you would have talk to me and treated me with some respect as i did you. I had a nice long chat with corporate at ******* and they don't appreciate businesses lying on their customers and making up narratives that never happened you're making Expedia look bad so with that I say I'll be haveing my legal team look at all of this. Good luck.
  
  Regards,
  
  ******* ****