ComplaintsforG6 Hospitality LLC (Corporate)

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reserved a room on Friday, February 9, 2024 at the ******************* location of Motel 6. In my room I found two roaches, rust, a moldy smell. After informing the front desk agent, I was moved to another room on the same floor. I found one more roach, rust, and the same moldy smell. I was appalled by the conditions of both room. As a result, I did not find the room to be clean and sanitary. I was unable to sleep and rest for the entire night.I placed a complaint on Motel 6s website, was given a complaint number (GR5WDPV4), but was not contacted. A month later I finally contacted ************* ***************). Due to the lack of transparency and care on behalf of Motel 6, I requested a full refund. The ************* agent, *****, told me ********************** does not provide refunds and all complaints need to be directed to the property managers. ***** provided me with an invalid email address (I contacted the manager at ******************* and spoke with ****** ***** was apathetic and refused to provide me a full refund. He said the best he can do refund only 15% of the cost. All Motel 6 locations should be avoided at all costs.

  Business response

  03/13/2024

  Dear ***************************,  
  
  I appreciate you contacting us regarding your experience at our Motel 6 property *****, **. 
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard, and I want to thank you for bringing this matter to our attention. We will review your concerns and our expectations of you as a customer with our location and take appropriate measures.  
  
  You are a valued guest, and we hope that you will consider this an isolated incident. At this time, a refund of $84.19 has been issued back to your card, and should appear in your account within the next 5 business days. 
  
  Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify us of your concerns and looks forward to providing your future lodging needs.  
  
  If you have any questions, please call ** on **************. If calling from outside *****************, the number is **************. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to report number #GR5WDPV4.   
  
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  03/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed with my best friend at the Motel 6 on 02/24/2024-02/25/2024. We requested a room with a working refrigerator. Upon check in the smoke detector was covered with a plastic bag, there was a marijuana bud and marijuana residue all over the phone, and the phone looked like it was growing mold, and also the phone line was cut. The refrigerator did not work. Upon complaining we did get moved to another room which was inconvenient because we had to move everything down to lobby and get the new key and then go back to the new room. We were on a time crunch and were almost late to our engagement. We were met with attitudes from the beginning. The issue for us was that the smoke detector was covered in the room which means whoever "cleaned" the room did not do their job and make sure it was safe for anyone along with the phone line being cut. There were adult beverages at our engagement and if we had not noticed that smoke detector being covered prior to our leaving when we returned after our engagement we may not have noticed it. The person at the front desk stated she didn't know why the fridge did not work or why the room was in that state, she stated " I don't know I only work nights." I called Motel 6 **************** and was told someone would contact me within 5 business days. Nobody ever called so Saturday I called them again. They stated they sent a $33.00 refund. I find this unacceptable as a phone line being cut and a smoke detector being covered are serious issues and makes an unsafe environment. That is the principle of the matter. I was told if I wanted a full refund to contact ***** the general manager. After speaking with him he advised he would not give me his last name and he could not refund any more money. ******** Fire was contacted and the case was given to inspector ***** at ************. I asked for *****'s managers name and he gave me the name ********************* but he could not provide a valid phone number. I feel a full refund is in order.

  Business response

  03/06/2024

  Dear ******* *******************************,  
  
  I appreciate you contacting us regarding your experience at our Motel 6 property **************, **. 
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard, and I want to thank you for bringing this matter to our attention. We will review your concerns and our expectations of you as a customer with our location and take appropriate measures.  
  
  You are a valued guest, and we hope that you will consider this an isolated incident. Please accept the additional check refund for $34.00, which will be mailed to the address provided and arrive within the next 14 business days and will arrive in an envelope from G6 Hospitality. 
  
  Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify us of your concerns and looks forward to providing your future lodging needs.  
  
  If you have any questions, please call ** on **************. If calling from outside *****************, the number is **************. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to report number #GRQDH6NU.   
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  03/06/2024

  I am rejecting this response because:   The negligence beyond me with this establishment. The fire inspector was contacted and he even stated that he was very familiar with this establishment and was not at all pleased with what I was telling him about the room. That alone should tell the business itself that there is a huge problem with the establishment when a fire inspector is too familiar with a location. Nobody cleaned that room and you cannot tell me they did with how that room looked and how disgusting it was. It is totally unacceptable to have a smoke alarm in a guest room covered up with a plastic bag. Its a violation of code as well as a huge safety issue. Not only was the smoke alarm covered but the phone was down right disgusting with what appeared to be mold and also had Marijuana residue on it. The phone line was also cut, again another safety issue. The refrigerator did not work at all. When these issues were addressed to the night front desk lady she stated "I don't know whats going on I work here at night." We were given a different room, which was fine but that does not fix the issues we had. My friend as well as myself have tried calling to get the general managers name and number to speak with and was given the first name ***** but was told they won't provide the last name. He provided the ******* managers name but would not provide that phone number. Your front desk daytime person was cursing my friend out and running his mouth without the phone being on hold. I placed another call to customer service today and spoke with a lady named **** *** and she stated that in the notes, that the room I stayed in was *****. This is completely false as I have email confirmation that the room was ***** plus ***** in fees/taxes. This amount that you are trying to give is unacceptable as the room was far more then *****. I have been offered ***** twice now and you can not put a price on guests safety. I should be reimbursed fully for my inconvenience and the way I was treated as a guest. Obviously your no caring attitude from your staff seems no matter to you. Safety is not your number one priority as it should be.

  Business response

  03/07/2024

  Hello ******* *******************************,
  
  Thank you for your email.  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. Please contact property management at the Motel 6 property with any additional compensation request, they can be reached at **************.
  
  Thanks,
  ************** 
  Customer Care
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We checked 2/29/2024 got to our room really wasn't clean only had one towel and rag for king size room for 2 people I've asked for towels and they say they don't have any the night of the 29th and then 3/1/2024 no towels and 3/2/2024 our room hadn't been cleaned since we got here we stayed my wife had surgery 3/1/2024 and I was trying to keep it clean since she had open wounds from the surgery I called up front asked for clean sheets they told me no clean sheets either and we have gotta stay to 3/6/2024

  Business response

  03/06/2024

  Hello ***********************,
  
  I want to thank you for contacting ************* and letting me know about your unfortunate experience at our Motel 6 in ********, **. Please accept our sincerest apologies that your stay was less than satisfactory. 
   
  Motel 6 takes reports of multiple service issues very seriously. Your report has been forwarded to the appropriate department and you will receive a response back within the next 2 days.
  
  If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************. Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week? 
   
  Please refer to report number # GRESAMG6.   
  
  Thanks,
  ************** 
  *************
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged when I already left and canceled the rest of my reservation. I have been calling the reservation line in which I made the reservation and the motel that I stayed at, I also sent a email. This has been going on for two weeks. Both are saying call the other to get the refund. The date I was charged is February 20th for $89.60

  Business response

  03/01/2024

  Hello ***********************************,
  
  I want to thank you for contacting ************* and letting me know about your unfortunate experience at our Motel 6 in *************, **. Please accept our sincerest apologies that your stay was less than satisfactory. 
   
  Motel 6 takes reports of billing issues very seriously. Your report has been forwarded to the appropriate department and you will receive a response back within the next 2 days.

  If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************. Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week? 
   
  Please refer to report number # GRJUR96J.   
  
  Thanks,
  ************** 
  *************
  

  
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a room with a king-size bed and a "Mobile Access Tub". Instead, I got a room with a Roll-in Shower. They said that none of their *** rooms have tubs, and that "Mobile Access Tub" means Roll-in Shower! Then, they said they have a room with a regular tub, but I would need to pay more! Classic bait-and-switch! But, they refused to give me a refund, too! I had to call the police and threaten to *** them in court, before I finally got my money back! They lie in their advertising, stating they have rooms with *** tubs, when they stated several times that none of their *** rooms have tubs. It is not right for them to lie. The only reason I reserved the room is because I need a tub. If I knew it had a shower, I would not have made the reservation. Then, to try to take advantage of the predicament caused by their lies, they want to charge more money to provide what the customer already purchased! They promised me a room with a tub for the price I paid. I shouldn't have to pay more because they choose to defraud their customers, caught at the last minute needing a room. It is egregiously disgusting what they are doing to people with their false advertising. It is the classic bait-and-switch! Also, the very large male manager (the one to yell at me to leave without a refund after I said I would post reviews about my experience there!), actually flipped me off and was yelling at me! They lied, they try a bait-and-switch on me, and when I don't quietly surrender, they become violent and vulgar. The right thing to do, would have been to give me a room with a tub for no extra charge. The fact that they refused to do that per my request, but insisted that I must pay more, tells me they get away with this all the time---taking advantage of weary travelers needing a room.

  Business response

  02/29/2024

  Dear *************************,

  I appreciate you contacting us regarding your experience at our Motel 6 property in *******, **.

  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. 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. 
  
  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 ** at **************, if calling from outside ***************** the number is **************.  The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace ID# GRCNHUMN.

  Thanks,
  

  ************** 
  Customer Care
  
  

  Customer response

  02/29/2024

  I am rejecting this response because:   they did not say they would correct their false advertisements.  They provided a generic letter generated from a P.R. department.  They said they will investigate, but they already know their *** rooms are being falsely advertised as having tubs when they only have showers.  Instead of promising to investigate what they already know to be true solely to pacify me with empty words, they should say they will immediately correct their *** rooms ads to state Roll-in Shower instead of Mobile Access Tub.  My next step is to report them to the proper association that handles people who scam the disabled.

  Business response

  03/01/2024

  Dear *************************,
  
  We have documented your concerns and have forwarded them off to the property management asking them to investigate this and contact you. Please be assured, we take guest concerns very seriously and will take the necessary steps to improve service and provide our guests with the best possible experience.
  
  Thanks,
  ************** 
  Customer Care
  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/27/24-2/10/24 multiple days with no hot water

  Customer response

  02/22/2024

  No hot water many times during 2 week stay. Front desk had varying excuses such as the workmen using the motel all take showers at the same time, or it needs to run for 30 minutes to warm up, or we just replaced the boiler last week so there shouldn't be a problem, or we'll investigate. No fridge or microwave, although advertised as having they wanted an extra $40 per night for them. Rescue and police were there multiple times. One time appeared to be a drug overdose. At least 2 different people living out of their vehicles in the parking lot. Loud and boisterous people roaming the grounds at odd hours of the night. The shower walls were filthy as was the floor--room 123 has accessible shower. Small bugs flying around, mostly in bathroom. The general manager,******************* promised to give a 10% refund for the lack of hot water but never did. I called to inquire and she yelled at me that my service dog should not have been on my bed and I left dirty towels and supposedly the comforter was ruined. I stored the comforter on the chair as it did not appear clean when I first checked in. As I started to reply she hung up on me and then when I called back she hung up as soon as she picked the phone up and when I tried again she put it to a recording where I left a message informing her I'd be filing complaints with the ** attorney general's office of consumer affairs,the BBB and the Monterey ************ of ******* I will also file a dispute with my credit card company for the refund she promised, and I hope if ******************* continues to provide this type of accommodations to others than they will also file disputes. She may then correct the shortcomings, however that appears unlikely and very doubtful due to her arrogance.

  Business response

  02/22/2024

  Hello ***************************,
  
  I want to thank you for contacting ************* and letting me know about your unfortunate experience at our Motel 6 in ******, **. Please accept our sincerest apologies that your stay was less than satisfactory. 
   
  Motel 6 takes reports of multiple service issues very seriously. Your report has been forwarded to the appropriate department and you will receive a response back within the next 2 days
   
  If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************. Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week? 
    
  Please refer to report number # GRDXW7C4.   
  
  Thanks,
  ************** 
  *************
  
  

  Customer response

  03/01/2024

  I am rejecting this response because:  Their only response was that  I was promised a response within 2 days of 2/22/24 and they have not responded whatsoever to their promise.

  Business response

  03/01/2024

  Dear ***************************,
  
  Thank you for your response.  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. Please contact property management at the Motel 6 property with any compensation request, they can be reached at **************.
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  03/01/2024

  I am rejecting this response because:   I already was promised by them that they would refund 10% of the 2 week total but they reneged. That is the whole purpose of this complaint. It appears you are sending me in a circle to circumvent my complaint to the BBB which is unacceptable.

  Business response

  03/04/2024

  Dear ***************************,
  

  Thank you for contacting our customer care department. We would like to inform you that any compensation is solely at the discretion of property management. To address your concerns regarding compensation, we kindly request that you reach out to property management directly, either by email at *********************** or by phone at **************.

  Thank you, 

  Customer Care

  Customer response

  03/04/2024

  I am rejecting this response because:   it is non responsive and merely states the same non responsive answer previously rejected and has done absolutely nothing to resolve or mediate this complaint.

  Business response

  03/06/2024

  Dear ****,

  We regret to inform you that the property management has brought to our attention that the room in question was left in a substandard and damaged condition, as well as the linens and towels. Unfortunately, we are unable to provide any compensation for the situation at this time.

  We kindly advise that you directly contact the property management to address this matter further.

  Thank you, 

  Customer Care 

   

  Customer response

  03/06/2024

  I am rejecting this response because:   Nonsense. There was no damage whatsoever. The room was left in normal condition after 2 weeks of use with no maid service whatsoever, the only way to get towels was to go to the front desk and of course there were dirty towels left. This was never mentioned until I mentioned I was still waiting for my promised refund weeks after checkout.

  What is the name of the owner?

  Customer response

  03/08/2024

  I requested the name of the owner to make sure they have an opportunity to respond but you closed the complaint before I got an answer so please provide it ok?

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been staying here for a few weeks with no incident. I renews my stay at a weekly rate of $447, which I have todays receipt for. I paid $115 in cash for it and $332 on card. I was charged an additional $548 which they claim is a pre authorization hold but the amount is far too excessive. I called corporate, then corporate placed me on hold and called the hotel. The hotel basically said oh theres no extra charge at all, as I was staring at it in my bank statements. They were extremely unhelpful and did nothing to rectify the problem. I called my bank and if my money isnt returned I will be submitting a dispute and taking this to court.

  Business response

  02/21/2024

  Dear *****, 

  Thank you for contacting **************

  Upon further review, your reservation was booked at Econo Lodge. Please speak with them directly for further assistance. 

  If you have any questions, please do not hesitate to call us at **************, if calling from outside ***************** the number is **************. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week.
  
  Please refer to reference #GRJACHQR.
  
  Sincerely,
  Customer Care

   

  Customer response

  02/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello Ive been a guest of Studio 6 in ******* ********** since January 8th. There was a fire alarm and the staff shut the alarm off after 30 45 seconds. I use a CPAP and take a sleep aid, so I never heard the alarm. I woke up to the small of something burning and red lights outside my window. Why would you turn off the alarm before the fire department arrived? Totally unacceptable and unsafe. My room and blankets and I have zero faith in the hotel staff.

  Business response

  02/20/2024

  Dear *****************************,

  I appreciate you contacting us regarding your experience at our Motel 6 property in *******, **.
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. 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. 
  
  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 ** at **************, if calling from outside ***************** the number is **************.  The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to trace ID# ********.
  
  Sincerely,
  Customer Care

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Dec. 31 I was charged for a room, As soon as I got there the service from behind the desk was not welcoming. The front door had paper signs taped to the front door warning guests that they were not allowed visitors. The elevator button had a sign that said if you break the button you will be charged. On. y way to my room the ice machine had a sign that said if you get caught filling up coolers you will charged and that you are being monitored on video camera. The 3rd floor smelled terrible. It was a very unwelcoming feeling but I couldn't imagine how much worse it got. I told **** at the front desk I had a guest coming, I told my guest to check in at the front desk on the way up. My guest came in and nobody was at the front desk so she proceeded to my room. She came in the room and by the time she set down to tell me nobody was at the front desk, before we could do anything. **** called my room with a rude tone telling me my debit card had been charged $100 dollars until we came down and paid the $5 and I would not be refunded until I cleared inspection from checking out. My bank account overdrafted because of this and I was charged fees for as much as my room cost. I notified Motel 6 about this with corporate sa soon as I got home and they never responded to me with a follow up. *** was even worse than ****, I walked out to the parking lot to grab some luggage and *** called me yelling at me telling me I was going to be evicted because my dog was barking and he had 4 complaints within that time. When I was speaking to him inside he was yelling at me with spit flying out of his mouth. Once I went upstairs there was kids banging on the walls and creating a lot of noise. I told *** and he said he didn't care, if my dog barks for any reason I will be evicted while yelling at me. My stay that night was so uncomfortable it's hard to describe the feeling. I've given Motel 6 over a month to respond and a lady on the phone documented my entire complaint.

  Business response

  02/20/2024

  Dear ***************************,  

  I want to thank you for contacting ************* and letting me know about your unfortunate experience at our Motel 6 in **********, **. Please accept our sincerest apologies that your stay was less than satisfactory.
   
  Your report has been forwarded to the appropriate department and you will receive a response back within the next 2 days.
   
  If you have any questions, please do not hesitate to call us at **************, if calling from outside ***************** the number is **************. Our office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week.
  ? 
  Please refer to report number #GRP76VHQ.
   
  Sincerely,
  *************
  

  
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at the motel 6 in ***** ** on feb 8th-9th. the room had roaches, no microwave, the fridge didn't work, paint was chipping, the toilet wouldn't stop running and other issues and which I have pictures and videos of. I contacted motel 6 customer service and they said they were going to give me a refund of ***** when I paid *****. This hotel should be condemned! I want my full refund. If I had more money that night I would have went somewhere else. this place isn't safe for people to sleep here but I didn't have no choice. This place wasn't fit for rats!!!!!

  Business response

  02/15/2024

  Dear *******************,  
  
  I appreciate you contacting us regarding your experience at our Motel 6 property *****, **. 
  
  First and foremost, I would like to personally apologize for the inconvenience you experienced during your stay. This is not our standard, and I want to thank you for bringing this matter to our attention. We will review your concerns and our expectations of you as a customer with our location and take appropriate measures.  
   
  Please accept the check refund for $41.04, which will be mailed to the address provided and arrive within the next 14 business days and will arrive in an envelope from G6 Hospitality. 
  
  Motel 6 is committed to guest satisfaction and appreciates you taking the time to notify us of your concerns and looks forward to providing your future lodging needs.  
  
  If you have any questions, please call ** on **************. If calling from outside *****************, the number is **************. The office is open 9 a.m. to 10 p.m. Eastern Time 7 days a week. Please refer to report number #GRG4NT3G.   
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  02/16/2024

  I have reviewed the business response and accept this resolution. 

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