ComplaintsforG6 Hospitality LLC (Corporate)

• 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. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/12/24 at 6:45 AM I was awoken by screams in a room immediately adjacent to 102, coming from the 2nd floor. I female was being assaulted and battered. I immediately contacted the manager and told him to contact the police. I'm uncertain if I was the only reporting party but he indicate that I, not he should call them. The assault continued and due to the extremely brutal nature of the screams and kinetic energy transmitting through the walls of the building, I went to the hallway and demanded the manger call the police.The manager apparently did not inform the police of witnesses in the motel. The manager ostensibly sent the police to room 210, which was not immediately adjacent to 102. The manager provided no information regarding the assailant or victim to the police. See P033843-021424 records request, ******** ***** ****************** The manager not only effectively covered up the trail so the police had no investigation pathway to identify this violent assailant, but in doing so left the assailant to his own devices within the establishment where he or she presented a danger to other patrons.

  Business response

  02/15/2024

  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. 
   
  Motel 6 takes reports of safety and security 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? 
   
  To Ensure the Contact Report is handled efficiently please confirm the best physical mailing address and contact details to reach you. 
   
  Please refer to report number # GR3XLUEP.   
  
  Thanks,
  ************** 
  *************
  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back on December 15 I had booked two separate hotel rooms at the same location. when we arrived We dropped off our belongings and went out to explore downtown. We came back ready for bed and as we took the blankets we noticed there was old blood stains. not only did one room have it, but both of the rooms had it I immediately went to the front desk spoke to the gentleman, asked him to come see it. He changed both rooms for us along with saying he would refund us for our rooms and the inconvenience upon entering the new rooms. The first thing we did was tore off the sheets and it was the same problem. I have photos as well went back down to the front desk told them the new rooms are the same problem. Not only that but a worker told me that my grown children and I had done this to both rooms which we did not .. she was screaming at us . We ended up having to rebook at another hotel. reported the instance on December 15 and got a reference number of GR4Y9HYU was told I would hear back within 24 hours never heard back Ive called on January 30th Was told that the claims says I should have a full refund but the property where we stayed has to approve it they told me to call the property I called the property and asked for ***** which is the manager on January 30 on February 8 and again on February 13 we still do not have this resolved after being told we would get a full refund. The only amount refunded to us was the 25 per room fee for accidentals .

  Business response

  02/15/2024

  Dear *******************************,  
  
  I appreciate you contacting us regarding your experience at our Motel 6 property Tuscaloosa, AL. 
  
  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 $67.44 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 us 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 #GR4Y9HYU.   
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  02/15/2024

  I am rejecting this response because:   At time of incident I was told by gentleman at front desk I would receive a full refund. Did all the steps afterwards by contacting customer service and they as well said in their notes it says full refund but needed to be done by main location . Ive called main location several times ***** is never there nor returns my calls . 

  Business response

  02/29/2024

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

  Customer response

  02/29/2024

  I am rejecting this response because:   *** tried to reach ***** multiple times shes the manager at that location and shes never there nor never returns calls . Please keep in mind when I disputed with my bank . **** told my bank that I stayed The length Of my reservation which I did not we didnt stay one night 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on feb 12, ****, i was checking out of a motel 6 and was letting them know that a chair in the room was broke. the person at the desk accused me of doing it and kept the $20 deposit and charged my card $50. so they stole $70 dollars from me.plus, this is a scam by the motel, because when he went to check the chair, he didn't take it out of the room, so now the next person will be charged with that chair.

  Business response

  02/14/2024

  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 dispute 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 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 # GRYH4W6P.   
  
  Thanks,
  ************** 
  *************
  

  
  

  Customer response

  02/14/2024

  I am rejecting this response because:   money was stolen from me by motel 6 and I want a refund and contact from the corporate office.

  Business response

  02/16/2024

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

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern,I am currently a guest at your location Motel6 south in ******* on 128th in room 220.My boyfriend and I checked in last night pretty late, we were greeted by a man in the office and a woman security guard whom were very friendly and helpful. My boyfriend and I checked in no problems, took our bags up to our room and immediately headed out to eat dinner and finish our shopping before everything closed, when we returned we realized that the room was not actually up to par with what we thought we had paid for. There was towels folded and the bed was made when we had first come in to the room to drop off our luggage so with a quick glance it did look as if housekeeping had done their job but after spending a few more minutes in the room we quickly realized that there was multiple areas that hadnt been touched, or that housekeeping may have done their job but then just decided to use the bed and shower before leaving the room to us. The bed had no blanket, only sheets that were covered in small black spots, that did indeed come off the sheet and were not just normal wear stains, included with the "spots" there was black hair and a mysterious stain on the pillow that seemed to match the color of the weird goo that accompanied the black hair in the bath tub as well. It was clear NOTHING in the bathroom had been cleaned but I do appreciate the replenishing of the toilet paper at the very least. When we called the office to let them know that it looked as if someone had recently been using the room we were helped by a not as friendly woman claiming there was no sheets, nothing she could do about our bedding, I looked just past her, behind the counter in the storage closet I had seen a pile of blankets folded nicely, so I re-iterated how we first did not even recieve a blanket and asked her if we could please have one. She did give us the blankets then proceeded to argue with my boyfriend and threatened to have us removed when he had asked for a refund regarding the dirty room, she then stated the best she could do was move us rooms but there was no smoking and no rooms with fridges or microwaves available which we didnt have in our room in the firt place but thought we would. Upon waking up this morning my boyfriend broke out in a itchy, red rash, he did not have this rash prior to our stay and only after sleeping on the pillowcases, which we had found more black hairs on when flipping them over. (we both have blonde hair)It is unfortunate because we plan on staying here on a regular basis and we were just wondering if there was anything you could do to firstly ensure we receive what we have paid for and Id like to also request the mandatory guidelines of each room.I do have pictures of the room I can attach with time stamps as well that I took yesterday when we returned to our room.I regret to inform you that I am currently in the middle of a review with the BBB and hope to see that your company can truly give the customer satisfaction that is deserved.Thank you kindly, K.S

  Business response

  02/13/2024

  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.
  

  You are a valued guest, and we hope that you will consider this an isolated incident. At this time, property management has agreed to issue a 50% refund for the first night. Please speak with them directly at ************** or ***********************.

  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 #GR5JX5XL.

  Sincerely,
  *************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked two nights at Motel 6. In the middle of the first night I noticed the room was completely infested with cockroaches. As soon as their customer service phone line opened at 9am, I explained the issue and was told not to worry, and I would recieve a full refund for my troubles. I promptly checked out of the hotel after this conversation and was not given any sort of confirmation or receipt. The manager of the establishment emailed me offering a 50% discount on my next stay although this does not resolve the fact that I was already charged two nights for a very unsatisfactory/unacceptable one night stay. I have called their customer service line and was told repeatedly that only the manager of the establishment is able to process a refund and they've refused to escalate my claim. All attempts to reach the manager has been futile.

  Business response

  02/10/2024

  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.  

  At this time, we ask that you provide itemized receipts for alternative lodging sought on the night of 01/01/2024 so that we may review. Please note that any submitted receipts must show the cost of the stay broken down into nightly rates. 

  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 us 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 #GRFN5WA5.   

  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  02/10/2024

  Motel 6 has requested an itemized payment receipt from my stay at a second hotel after discovering the pest infestation.

  Customer response

  02/12/2024

  I am rejecting this response because:   

  Motel 6 has requested an itemized payment receipt from my stay at a second hotel after discovering the pest infestation.

  Business response

  02/13/2024

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

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

  To further assist, we ask that you provide itemized receipts for alternative lodging sought on the night of 01/01/2024 so that we may review. Per our records, the room was occupied until 1/02/2024. Please let us know if there was no alternate lodging.

  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 us 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 #GRFN5WA5.  

  Thank you, 

  Customer Care

  
  

  Customer response

  02/13/2024

  I have already provided this itemized payment receipt for my stay at alternate lodging.

  Customer response

  02/13/2024

  I am rejecting this response because:

  Requested details that have already been provided by me in previous correspondence.

  Business response

  02/15/2024

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

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

  Please note that any submitted receipts must show the cost of the stay broken down into nightly rates indicating a $0.00 balance.

  If you have any questions, please call us 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 #GRFN5WA5.  
  
  Thank you, 
  
  Customer Care

  Customer response

  02/15/2024

  Receipts as requested.

  Customer response

  02/16/2024

  I am rejecting this response because: Waiting for business to review document I submitted yesterday.

  Business response

  02/16/2024

  Dear *********************,
  
  Thank you for your email.  I would like to personally apologize for the inconvenience you experienced.  You are a valued guest, and we hope that you will consider this an isolated incident. At this time, a refund of $311.19 has been issued back to your card, and should appear in your account within the next 5 business days. We hope you view this as an isolated incident and continue to use Motel 6 for your future lodging needs. 
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  02/16/2024

  I am rejecting this response because: Refunding $311.19 is a start.  However, I am not sure why Motel 6 considers this sufficient.  I seek to be refunded the full amount I was charged, which is $485.14.

  Business response

  02/22/2024

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

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

  Any additional compensation for this matter is at the property's discretion. Please contact them directly at ************** or ***********************.

  If you have any questions, please call us 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 #GRFN5WA5.  
  
  Thank you, 
  Customer Care

  Customer response

  02/22/2024

  I am rejecting this response because: Suggesting I contact the motel property myself is unreasonable. I have already tried this. I would prefer the company do the necessary communication within the establishment, and provide a full refund.

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