Complaints

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• Initial Complaint

  Date:08/26/2025

  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 the evening of 16 August 2025 I went to the ***** O Motel in order to get a room. I asked what was available and eventually decided on the king size bed jacuzzi. After that the worker asked how many people I was going to have in the room. I said 2, myself and my female friend. He then asked if others were coming to the room and I said maybe some friends may meet us there prior to going to a nearby bar. At that point he said he could not rent the room to me because they do not allow more that the maximum occupancy. I then said no one would come then. He still said no. I then brought up the fact that I needed the hotel room for a very personal issue with my friend (there are no other hotels with the nearby vicinity). The man, who was Indian still said no. At no point prior to me saying another couple May stop by did he say they were not allowed to. The way he asked sounded like my friends would have to check in with them if they wanted to come to the room. It was like an ambush when he said he COULD NOT rent to me and then he said that he could NEVER rent a room to me. I believe this business practice is disgisting. I was discriminated against simply for saying that another couple may stop by. If he would have prefaced with saying if you have additional people come we cannot rent to you I would have ensured no one came. He also lacked any sort of compassion when I stated I really needed it for a personal emergency my friend and I were dealing with.

  Business Response

  Date: 08/29/2025

  This complaint is factually incorrect and is misconstruing. multiple parts of the interaction. Firstly, the date and time of the interaction was August 26, 2025 at ~8:30pm. Second, we asked the guest how many occupants there would be specifically so we could state our policy. This is a business wide policy stating only 2 adults per room, children 12 and under are exempt, and it applies to all rooms and people at any time. Upon stating this policy and denying the guest a room, stating that we could not give them the room if they were expecting visitors due to business policy and for the comfort of our other patrons, we exercised our right to deny service on the grounds of a policy violation. We also never stated that we would "NEVER rent them a room", we specifically stated that we could not due to policy and at no point did they imply they would not be expecting visitors, which would violate our policy. When told this, the guest began arguing and became increasingly aggresive to our staff. At no point in the conversation did the guest state there was an emergency. Even if there was, that would not constitute a jacuzzi room, the addition of visitors, or the comment of going to a bar after the fact. This continued until the guest decided to leave, at which point they began using racial slurs and profanities against our staff. Due to this, we refuse to do business with them in the future as we do not tolerate discrimination against our staff.

  Customer Answer

  Date: 09/02/2025

  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.

   

  1.  This complaint is factually incorrect and is misconstruing. multiple parts of the interaction. - this statement right here is an outright lie  
  

  2. Firstly, the date and time of the interaction was August 26, 2025 at ~8:30pm. - time would have been somewhat after 830pm. I was going off ****** maps records but my car was never turned off so it never registered I stopped there. 
  
  3. Second, we asked the guest how many occupants there would be specifically so we could state our policy. This is a business wide policy stating only 2 adults per room, children 12 and under are exempt, and it applies to all rooms and people at any time. - there were only going to be 2 guests. At no time were more than this going to be staying in the room. 
  
  3. Upon stating this policy and denying the guest a room, stating that we could not give them the room if they were expecting visitors due to business policy and for the comfort of our other patrons, we exercised our right to deny service on the grounds of a policy violation. - this was o my stated AFTER I said I may have friends coming to meet us at the hotel to go to one of the local taverns.  Once I stated my friends MAY, key word may, meet up with us to follow us, he said that at that point he could no longer rent the room.  That was not a problem and I said that I would tell them meet us somewhere else and he said he would not rent the room.  I then pleaded again it would be 2 guests, no visitors (as I found this out after he told me not just the guest rule but not even a visitor was allowed and he still said no.  
  

  4.  We also never stated that we would "NEVER rent them a room", we specifically stated that we could not due to policy and at no point did they imply they would not be expecting visitors, which would violate our policy. - this is one of the last questions I asked. I specifically asked something to the effect So I can never rent a room here again and the worker concurred with that statement. 
  
  4. When told this, the guest began arguing and became increasingly aggresive to our staff. - at no point in the face to face interaction at the window did I become aggressive in our interaction at the window. 
  
  5.  At no point in the conversation did the guest state there was an emergency. - this is false.  I said my friend and I needed the room for an emergency and we really needed the room.  There was ** reason to tell the worker any of these details as it was not his business only my friends.
  

  6. Even if there was, that would not constitute a jacuzzi room, the addition of visitors, or the comment of going to a bar after the fact. - what does this have anything to do with ANYTHING.  perhaps I wanted a bigger room with a bigger bathroom or I did not want a stressed person in a cramped smaller room may have had something to do with it but for this man/owners of the business to automatically assume this meant I was some lowlife onto no good is laughable and insulting.  Also, semantics matters!  A guest in the hotel room would be the people who are staying at the hotel.  A visitor is someone who visits it.  Technically I was a visitor to the hotel that day.  When I said we MAY have 2 friends visit, not stay over, but literally stop and meet us, I in no way meant they would stay overnight.  At this point I had not even mentioned anything to my friends as we didnt even have a room rented.  
  

  7.  This continued until the guest decided to leave, at which point they began using racial slurs and profanities against our staff. Due to this, we refuse to do business with them in the future as we do not tolerate discrimination against our staff. - I do not tolerate discrimination against my race or nationality as well and that is exactly what this Indian man did. I was wearing a brown sweatsuit and the man immediately saw my clothes and skin color and assumed I was some drug addict.  The final interaction I had with him was him shutting the window he opened in my face as I still was pleading we would have not one more person come to the room. I am an American and I will not let anyone, let alone someone who isnt even a citizen, disrespect me in that way. No business ever treated me with such disrespect. When I went 6 miles down the road to the *********** I was treated with great respect from the person working the desk there while wearing the same outfit. Im a veteran and served this country and to be dismissed and assumed to be a liar by this hotel staff is insulting and is not something no will tolerate or turn the other cheek to. If anything was said (I dont recall) it was in response to then Indian man discriminating against me for my skin color  
  

  The worker could have said okay, but we will keep an eye on your room. That would have been fine. I know there are drug problems around that area and no-tell motels are places where this activity takes place. There could have been numerous ways for this man to work with me to get the room. But instead he just said no theres nothing he could do and then concurred with me when I asked if I was never allowed to rent a room there again. He judged me based on my outfit and skin color and thought I wouldve doing something illegal and nefarious. I do not accept the businesses response. 
  

  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/11/2024

  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.

  Paid motel for 4 days then left to go to new home and could not get in !!! Went back to motel and they said we checked out !! We paid them $320 for the room and they refusedto give it back to us !! So they stole the money from us !! I want a refund or put a black mark on them here !!Thank u very much!!

  Business Response

  Date: 01/27/2024

  Mr ****** paid a weekly charge for a non-smoking suite room from Jan 3rd to Jan 10th at a price of $425. The weekly rate is an advance pay for 7 nights at a discounted rate and is dependent on the guest staying the full 7 nights. If the guest formally checks out before the 7 nights, their stay is converted from a weekly charge to a non-discounted daily charge to which the paid amount is applied. Mr ****** chose to check out early on Jan 8 upon which we explained to them that doing so will result in them being charged at the daily rate for the 5 nights stayed which amounts to $450, 5 nights at $90 a night. As a show of good faith we chose to waive the outstanding $25 so upon leaving they owed us nothing for the nights stayed. Upon inspecting the room after they left we found significant damages made to the room which amounted to 1 mattress pad at $25, 2 bedsheets at $12 each, 1 blanket at $30, 2 pillows at $10 each, 2 pillowcases at $3 each, 2 towels at $6 each, $250 for smoking inside a non-smoking room, a charge which was explained to them upon check in, and 6 days of the room being out of service for maintenance amounting to $540. Due to the smell of smoke and permanent stains from dirt and debris that could not be removed, the items listed were no longer usable in and new ones had to be ordered. In total, $904 in damages were made to the room and this balance has yet to be paid. In spite of all of this, Mr ****** returned later in the day on Jan 8, after formally checking out and returning the keys, and demanded to get the remainder of his weekly stay which he had knowingly forfeited upon formally checking out. We refused to comply due to him having checked out and also on the grounds of heavy damages to the room. We instead asked him to pay for the damages made to the room but he refused to do so and said he would file a complaint to the Better Business Bureau over our actions. In regards to the disputed amount, the $320 disputed is a false charge that was never made. The final amount paid to us by Mr ****** was $425 on Jan 3 which ended up being $25 short of the $450 price of the 5 nights he stayed in the non-smoking suite. He was never charged, nor paid, in the amount of $320 over the duration of his stay nor when he came back on Jan 8th.

  Customer Answer

  Date: 02/21/2024

  ***** **** ****** ***********************
  ***** **** *** *** **** ** ***** **
  ******** *** *** **** * *** ******* **** *** *** ******* ******* ************ ********* ********* **********
  *** ****** ******** ****** ************************>
  
  
  That manager from Perry O lied through his teeth!!  We never hurt that room at all !!