ComplaintsforRoute 66 Motel

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8, 2024 we stopped at the 66 motel in ******** **. After locating the owner, ******, in the restaurant, she rented us Room 15 for the night for $*****. We were shocked to see the filthy condition. The bedding was disgusting, the bed was broken, dirty EVERYTHING. Then we discovered that the two windows didn't lock; in fact the bathroom window didn't even close and they had put sticks in them to keep them closed. I found the owner, ******, and let her know we couldn't stay here-this is after we had just arrived. She wouldn't return our money. So we called the police and they informed us that they are called there numerous times for the same reason but couldn't do anything about it (civil matter).They suggested filing a complaint with BBB. I would like to have our ***** back and also would wish to warn others about her thievery!

  Business response

  06/22/2024

  Dear Customer, We never had any complaints earlier for Room 15. We have the stick put for your Security. The bed is fine. We rent the same room for the same amount every night. We never had any complaints. Other Hotels rent the same room for 120 dollars. We are a small business and we try to keep our Prices low. Also when you left the ** was on the fridge was plugged in and the Towels and Bed was in used condition. We are sorry for the inconvenience. But we cant Refund the rent paid cause in order to run the Business we have to pay to our staff and bear other costs as well. 

  Customer response

  06/22/2024

  we were in the room 15 minutes.  Bed was not used. The stick were in the windows to keep them shut. The bathroom didn't shut completely. The bedding was absolutely filthy. 

  An unused room does not cost 85.00.

  It was unsafe and unsanitary. It was brought to her attention but she only wanted money. Appears to have pulled this scam on quite a few unsuspecting folks!

  Shameful and dishonest. 

  Business response

  06/23/2024

  You checked in into the room then came to Restaurant to ask for more Towels. We gave you more Towels then you went into your room. I think you went somewhere to eat after that . After 1 hour when you came back you decided to come and ask me for a Refund. No Hotel gives a refund after checking in after an hour. And like I said room was not unused, You did used the Towels and Bed. And the *** Fridge Lights were left on after you had left.

  Customer response

  06/26/2024

  so many lies!

  I saw the filthy bedding and asked for sheets.  

  We had to wipe the filthy counter. 

  After that we knew we couldn't sleep in that dirty, unsafe room and requested a refund.

  The room was unused.

  Quit lying!

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked this motel and then we decided to cancel it 5 days out and we went through booking .com and they had canceled it and this motel decided three months later to charge our account. They are stealing people's money.

  Business response

  08/09/2023

  The Motel has a Cancellation Policy posted on Booking.com as per which if any Customer cancels the reservation after Booking they will be charged the total amount of the reservation. I do know that other Hotels also follow the same Policy its not just 66 Motel. If you make a reservation in Holiday Inn , you will be charged the total price of the reservation regardles of whether you stay or not . This policy is just to protect Business from lot of Cancellations which could hamper the Business.

  We did charge the customer in April but due to issues with ******** Services we could not make a Settlement until July 20th . This is why the customer see the charge in July for the reservation that they Cancelled in April.

  I hope it clarifies the Complaint.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed there October 1 thru 3 I was in room 6 woke up with bed bug bites told to move to room 36 because I was disturbing her by opening my car door and she said she needs that room for guests to walk to the greyhound bus station. She did not tell me that room 36 had mold and that the ceiling was leaking. All they did whoever fixed that room was paint over the crack and the mold. I paid $900 to stay for a month. I only stayed for two days because of the bed bugs. How rude she was and when I asked her for my refund she refusrd. I took pictures of her so called policies which does not state anything that she does not give refunds. I told her I am on disability and she still won't give me my money back. I even saud five if you have to charge me for the two nights but give me my money back fur the rest. She refused she is nasty and her mo tel needs to be shut down because of bed bugs and how she feels she can steal people's money. In addition bed bugs mold ewww. I want my money back that is the only resolution. She lied about the leak in the room and her offering me to go to another room for what more bed bugs more leaks. No thanks that's why I left.

  Business response

  10/04/2022

  Hello ******, I liked you to stay here for a Month but the night when you came all the rooms were booked so I had to give you room No 6. The extended stay customers stay at the back so I had to move you to Room 36. The county has inspected the rooms today in which you stayed and they did not found any Bed Bugs or smell of Mold in any of the rooms.I did offered you another room 20 but you refused to move to another room. I do not think that I have been unfair to you.

  It was your wish to move out and I did not force you to move out so why blaming me for this. I would have appreciated if you could have worked with me.

  Wish you all the best for your research.

  Customer response

  10/04/2022

  You don't get to keep $900 from a customer that only stayed for one night. You made me move from room 6 and then change rooms again to room 36 and then told me to change rooms again because the roof was leaking. I called you about it and you accused me of disturbing you. You told me you were aware the room was leaking and then lied and said you weren't aware of any leak. I have pictures of bites all over me from bed bugs that I didn't have before I stayed there. Now you accuse me of not working with you? You are the one who is refusing to work with me. You need to refund my $900. I'm not letting this go. 

  Business response

  10/05/2022

  Hi ******, You signed up for a Month and agreed to pay the rent for a Month at a reasonable Price. If you change your mind after 2 nights then that decision is totaly upto you. We have not seen a water leak in that room before and even if there is a water leak we are working with a roofing company to get it fixed before the next rain comes. These rooms are rented every night and so far we haven't received any complaints from other tenants . When you live in any apartment complex as a tenant especially if the building is old things do happen but they do not give the money back as per business policy. You were given an option to move to another room which you did not accept.I wish you all the best wherever you move.

  Customer response

  10/05/2022

  You do not get to keep my money you are in the wrong here you lied about the water leak I have pictures to prove it and you are not going to win here.  There are very bad reviews of your motel if other guests that have complained that you took their money.  I never signed any agreement and no where in your so called policy **** that I took a picture of fues it say that you do not give refunds.  There have been other complaints from other guests reviews on ****** about bed bugs.  I have bites alm over from your motel.  I want a full refund of my money that is the only resolution.  Your a thief.  Why would any guest want to stay at a motel with water leaking profusely from the ceiling .  They would not want another room at all.  They would be disgusted just as I am.  No one would eabr to take another room.Wuth these problems.  You made me switch rooms twice and then would be a third.  Anyone would be disgusted.  Your wrong here not me and you lied about the leak in the room you told me thar a lady was stayung in ***** before and she knew about the leak and that you knew about the leak and you said you thought it was fixed.  Give me my money back now

• Initial Complaint

  06/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Dad paid for two rooms in cash for $150 total; one for me and my husband and one for himself. Owner promised rooms were clean with AC and fridge. AC and fridges were off in both rooms, both fridges had a strong rotting odor when opened, floors were sticky in both rooms (not cleaned properly), no towels in one of the rooms, a half-alive cricket was found near bed of one of rooms (which my husband flushed down the toilet). Both rooms did not meet the owners initial description. We returned within 5mins and asked her for a refund to which she denied and pulled out a hand written piece of paper which said "no refunds". This sign was tucked in the back of her front desk, hidden behind no smoking signs and brochures, not visible to us when we initially bought the rooms. I recorded 11mins of part of the conversation we had with her via Voice Memos on my phone and my Dad filmed a total of 10mins on his phone. Her behavior was unprofessional; evident from her slamming her hands on the front desk to make a point, raising her voice at us, using profanity, insulting my husband based on his height (she called him a child&kid), and an unwillingness to have a reasonable conversation with us. Towards the end of the conversation she threatened to call the police on us for taking a picture of the lobby without her permission (my husband took a picture of the business license on the wall), to which we responded that we'd like to talk to them. I brought my phone outside to call the police, the dispatcher sent an officer over to us within 10minutes. After explaining the situation to the police officer, he told us he's been working for the PD for over 8months and he can't count the number of times he's been at this motel because of the same complaints from others who were given a room that did not match the owners description based on cleanliness. He recommended that we file a complaint with the BBB. He took our receipt and talked to the owner while we left.

  Business response

  07/18/2022

  Customer asked for 2 *************** I apologize for replying  late to the complaint as I did not receive the Mail on time.

  I went to check with the customer if everything is fine in the room and if they need anything else. He said that he liked the room and everything was fine.

  After checking in for an hour they came to my office asking for a refund. I asked them what is the reason for a refund? They replied saying that the Refrigerator is unplugged in both the rooms  so they want a Refund . I replied saying that the Refrigerator can be plugged into Power and will keep your drinks cold overnight. I said I can provide you with a bag of ice too. I also explained the No refund Policy of my business once the customer reserves a room. The customer insisted that they stayed in Econolodge last time where the Refrigerator was plugged into Power and they wanted to stay here because of good reviews of my Motel 66 but they are not happy and would like to go to Econolodge next to Motel 66. Customer daughter and one more guy argued later to get a refund.

  I went into the rooms with the customer and saw that the rooms were clean and Refrigerator was clean and also working. Once the refrigerator was connected to Power they would have the drinks cold in no time. One of the rooms has a new Refrigerator. The customer daughter Katy ******* called the Police to complaint and get a refund. Customer left after talking with Police.

  In this case its not my business fault. We do provide clean rooms with Microwave and refrigerator. No customers have ever complaint in the past or present just because the Refrigerator was not plugged to power.

  
  

  
  

  Customer response

  07/18/2022

  1. The time frame between taking the keys, checking the room, and returning to the office did not exceed 15minutes. In the first recording the owner does not correct me iim saying we were in the room for 5minutes (VoiceMemo#1). 
  
  2. My Dad was informed before purchasing the rooms that the refrigerators worked-we thought they would be already on as they are in the motels weve stayed at in previous trips. While this was a complaint we had, it was not the sole reason for requesting a refund as the owner stated. During the conversation with the owner, she focused primarily on this one complaint. Before the police arrived she went outside the office to complain to another customer who was sitting outside-very unprofessional behavior to involve another customer. (Video clip could not be attached due to reaching maximum file storage. I have the clip saved and can try to upload in a separate email). Our other reasons for requesting a refund included; both fridges had a strong odor when opened, AC was off in both rooms, no towels in one of the rooms, room did not look like it was cleaned properly (stains on chairs, water marks on tile floor, bugs on floor, etc), we did not feel safe at this location, and due to her rude attitude. (Voice Memo#2A&2B). 
  
  3. She did not offer us a bag of ice throughout the duration of our interaction. If needed I can share our entire recordings with the BBB; Voice Memos and video recordings from my Dad. 
  
  4. The owner was the one who brought up the idea of calling the police because my husband took a picture of the license on the wall (Voice Memo#4). I decided to call the police so they could at least have a report of the incident. The officer who arrived on scene told us he has received numerous calls from other customers who were also denied a refund (possibly because her no refund sign was hidden for them too). The police officer told me there was nothing he could do but recommended I contact the BBB. 

  Business response

  07/19/2022

  Hello BBB,

  Here is my Second Response to the Customer

  The same room Number ************************************************************* the same condition.As a business we do value your pespective but till date we dont have any complaints from other customers regarding cleanliness.We offer rooms where in you can park right in front of your room, relax for the night, start your day in the Morning and reach your destination safely which is hard to find at other Hotels. We try to take care of our rooms here in ******* where it is desert , Dust Storms and Spiders all year around. With that said we apologize for any inconvenience caused but we would not be able to issue a refund in this case.

  Thank you and have a great day.

   

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made a booking, and paid, for a one night stay in this hotel days in advance through Hotels.com. When I arrived to check in, they claimed to not have WiFi, and as such had no record of my booking. I showed them my confirmation and payment confirmation from Hotels.com and they proceeded to ask for my credit card and charged me the exact same amount that Hotels.com did, so I paid twice for a one night stay. Motel 66 refuses to provide me my money back for the second payment, and has refused my credit card dispute.

  Business response

  06/06/2022

  Customer ***************************** was charged at the time of check in by Motel 66.

  I did replied to Hotels.com to refund the customer Total amount of $*****

  Below is my email to Hotels.com

  . I also called them by Phone today to process the refund. Hotel.com customer representative Saira will process the refund for this customer.

  I hope the customer will get a refund soon. Please let me know if you have any questions.
  

  
  Thank you,
  ***********************
  Manager Motel 66

  Ph: ************

   

  Hello 66 Motel, ********,
  
  I'm requesting your approval for a full refund of ***** USD for the following reservation. Our mutual customer, *****************************, stated that the hotel was not able to find her reservation and she was charged for the same amount again at the property at the time of te check in .
  
  Traveler name(s): *****************************
  Confirmation #: 1921469189
  Check-in date: 9 Apr 2022
  Check-out date: 10 Apr 2022
  
  Please reply to this email within 1 business day with your approval and include:
  
  Approver's name:
  Approver's position:
  Additional comments:
  
  Thanks for your consideration.
  
  Sincerely,
  

   

  
  

  Customer response

  06/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

*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. ↩