ComplaintsforG6 Hospitality LLC (Corporate)

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am requesting compensation for lodging at a comparable motel which I booked after my reservation was cancelled one hour prior to check in, I was advised to book at the alternate hotel, which I selected from a provided list, and submit an itemized receipt. The policy on their website states "In the unlikely event that we cannot honor your guaranteed reservation, we will reimburse you for the first night's lodging at a comparable motel, transportation to that establishment (if needed), and a telephone call to your home or office to notify others of your new location." After booking the room as advised, I was contacted by a customer service agent to submit a receipt, which I did, I received no response even after following up by email (see attached) so I called today and was told that I will not be receiving the compensation I was previously told I would be receiving due my credit card having been attempted to be charged earlier that day and being declined, this would have been the case as I used that same credit card later that same afternoon to pay for the alternate (higher priced) hotel room. Additionally, even if this had happened there is nothing in the policy stating anything about attempting to charge a card for a room before providing compensation for alternate lodging and I had received a message from the hotel the evening prior stating that I would charged upon check in, which did not occur as my reservation was cancelled already before check in. The hotels online policy also states that they do not charge until time of check in, they had claimed that my room was already cancelled due to the property having no available cleaning staff that day. I feel the hotel is now attempting to avoid paying me the compensation I am entitled to and which I was advised I would be receiving. The hotel stated they were cancelling all rooms that day due to lack of staff, made no mention of failed payment, and should not be charging when they did not intend to check me in.

  Business response

  07/09/2024

  Dear *****,
  
  I appreciate you contacting us regarding your experience at our Motel 6 property in **********, BC.
  
  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.
  
  You are a valued guest, and we hope that you will consider this an isolated incident. For your inconvenience, we would like to offer you a refund of $373.11.
  
  I tried calling you today to get a bit more information from you. Our refund options are Zelle or PayPal.
  
  · Would you prefer Zelle or PayPal?
  
  · Please confirm your mailing address
  
  · Please confirm your email address
  
  · Please confirm your Mobile number
  
  Zelle and PayPal often communicate via Text. Will you please confirm if you can receive text messages so we can expedite this refund process?
  
  Please feel free to reply to this email with the required details to process this refund. You are also welcome to call us at **************. If you are calling from outside the United States, the number is **************. Our hours of operation are Monday through Friday from 9 am to 10 pm Eastern Standard Time. Saturday and Sunday from 11 am to 7:30 pm Eastern Standard Time.
  
  Unfortunately, this refund will be canceled within 5 business days of this notification, and can’t be reinstated, so please contact us immediately to process your refund.
  
  Please refer to Ref # ********
  
  Sincerely,
  
  Kamal **
  Customer Care 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a room for two nights 4/12 and 4/13. I stayed only one night but when I asked for refund, the desk told me I have to go thru booking .com which was in vain. I asked him for proof that I was there for one night and he refused. I called there today (4/13) and he got nasty and hung up

  Business response

  04/16/2024

  Dear ***********************, 

  I want to thank you for contacting ************* and letting me know about your unfortunate experience at our property in *******, **. Please accept our sincerest apologies that your stay was less than satisfactory.
  
  Motel 6 takes concerns like yours very seriously. Your trace 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 hours of operation are Monday through Friday from 9 am to 10 pm Eastern Standard Time.  Saturday and Sunday from 11 am to 7:30 pm Eastern Standard Time. You can also email us at *********************************. Please refer to trace ID #********.

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  $185 per room only to find a cockroach infestation, broken door, burnt bath tub, burnt AC control bleach smell that is over powering Confirmation number 9206AKJ407

  Business response

  04/09/2024

  Dear *****************************,
  
  I appreciate you contacting us regarding your experience at our 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. 
  
  You are a valued guest, and we hope that you will consider this an isolated incident. Please accept the check refund for $92.58, 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 look forward to providing your future lodging needs.  
  
  If you have any questions, please do not hesitate to call us at **************, if calling from outside ***************** the number is **************. Our hours of operation are Monday through Friday from 9 am to 10 pm **************** Time.  Saturday and Sunday from 11 am to 7:30 pm **************** Time. You can also email us at *********************************.
  
  Please refer to trace ID# ********.
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  04/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Feb. 7- Feb.8 2024 -reservation was cancelled upon arrival. I originally was going to stay the 7th until the 12th and the total cost was for $465.36. I was told I could get a room but for the night with no extension on the stay. The room I was given almost was cancelled and given to another person due to people just walking in. Reason for original room being cancelled was (room type not found), when I'm positive it was just cancelled for walk ins. So had to make new reservation (cost for the night $120.91) and was given a dirty, disgusting room for the night. Which it was so bad I had to sleep on top of the covers. The next day, I tried to extend my stay but was told I couldn't and I had to leave. So The next cheapest hotel cost me $764.44 for the remainder of the time I was in AZ for a football tryout. I called Motel 6 corporate and complained they told me that they couldn't do anything and the property had to do something for me. I then talked to a rude woman on the phone and she told me that they was nothing they could do and they don't do refunds or reimbursements. I was requesting for Motel 6 to pay for my night there and the inconvenience of having to get anther hotel after my reservation was cancelled. So in total I am asking for a reimbursement of $885.35. I have all documentation and complaint reference number and will provide

  Business response

  04/09/2024

  Dear *****************************,
  
  I appreciate you contacting us regarding your experience at our 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. 
  
  A refund of $64.46 USD has been issued to your card. If you have any concerns regarding additional compensation, please contact the property management team directly. They can be reached by phone at ************** or via email at ***********************.
  
  If you have any questions, please do not hesitate to call ** at **************, if calling from outside ***************** the number is **************. Our hours of operation are Monday through Friday from 9 am to 10 pm Eastern Standard Time.  Saturday and Sunday from 11 am to 7:30 pm Eastern Standard Time. You can also email us at *********************************. Please refer to trace ID #********. 
  
  Sincerely,
  Customer Care

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the late evening of March 1st I arrived for reservation booked at the Motel 6 location in *****, **. We arrived at approximately 1am from a late night flight. Upon check in we were issued a room key and proceeded to our room #***. The room had an odd odor but clean sheets. We were very tired and basically went straight to bed.Upon wakening, we discovered the source of the odor. The bathroom and air conditioning unit were full of mold. The air conditioner had run all night and the odor was very strong. I took photos and decided to seek a refund for my stay with Motel 6 corporate (G6 Hospitality). We had originally booked and paid for the reservation in advance through Travelocity. On March 2nd I submitted my complaint, requesting a full refund of my reservation due to the unsanitary conditions of the location. I was given an automated grievance number of GREVVRJ7.Approximately 2 weeks later I was contacted by a representative of G6. They told me that they did not get a response back from the *****, ** location and offered me a 20% refund for my inconvenience, I told them that as requested in my grievance, I expected a full refund due to unsanitary conditions of their hotel. The representative informed me that she was only authorized to approve 20% of a bill and that for a full refund I would need to contact the franchisee directly. They provided me with the phone number of the hotel and and email address as a means of contacting them. They had no other contact information for the franchise owner. I have since submitted 2 emails and 4 telephone messages for the owner/manager to call me back. There has been no response to either.I did receive a check from G6 hospitality in the amount of $26.70 and am filing this complaint to recuperate the remaining balance due.According to the G6 representative, they are not getting responses in their attempts to reach the franchisee, thus I am requesting full compensation from them.

  Business response

  04/10/2024

  Dear *********************,
  
  I appreciate you contacting us regarding your experience at our 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. 
  
  Please contact property management at the Motel 6 property with any additional compensation request. They can be reached at **************. 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 us at **************, if calling from outside ***************** the number is **************. Our hours of operation are Monday through Friday from 9 am to 10 pm **************** Time.  Saturday and Sunday from 11 am to 7:30 pm **************** Time. You can also email us at *********************************.
  
  Please refer to trace ID# GREVVRJ7.
  
  Thanks,
  ************** 
  Customer Care
  
  

  Customer response

  04/19/2024

  I am rejecting this response because:   

  This must be a copy and paste letter.  As you can see from my complaint, G6 provided me with the franchise information in the past.  The problem is, the management/franchisee does not respond.  

  They obviously did not fully read my complaint and just slapped a copy of a standard letter on it.  I filed this complaint against the corporation due exactly what they outlined in their response.

  Corporate can issue me a refund and try to get ahold of thier franchisee themselves.  All they're doing is pushing the issue back on their customer.

  Business response

  04/19/2024

  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.
  
  You are a valued guest and a check refund for $26.70 was sent to you by ************* so please contact property management directly as any additional compensation is at the discretion of the property. you can also reach them via email ***********************.
  
  Thanks,
  ************** 
  *************
  
  

  Customer response

  04/19/2024

  I am rejecting this response because:

  Once again, your not reading the initial complaint.  I have already heard all of this from G6 hospitality.  The contact information you are providing me has been tried on numerous occasions. No  reponse from phone calls or emails.  G6 has also told me that they have got no response to this email address.  To close this complaint, read the complaint!  Refund my payment and go after your own franchisee.  I cannot reach them with the information you provided me.

  Customer response

  04/26/2024

  I have not heard anything back from you or the business since I rejected their resolutions a second time?  I do not see copies of my second letter in the communications files.  Not sure if it was forwarded them?

  Customer response

  05/15/2024

  I'd like to know the status of this complaint?

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked into this Motel 6 on the 15th of March, 2024. From the very first day, they double booked my reservation for a non-smoking room, made me wait an hour after check in time to give me a smoking room. The people next door were up until 5am 2 night in a row arguing before I complained. They moved the couple to a different room and while they were moving tried to get into my room from the conjoined door connecting the rooms. I went out of my room to go tell the front staff and the couple then threatened me and followed me to the office. When I told the manager, *****, he said "no they didn't."So I figured that he doesn't want people complaining at all. A few days before I checked out on April 1st, 2024, the local police knocked on the room next door and needed to completely search the room after midnight. I went the next morning to tell the staff I didn't feel safe there, and the manager ***** replied yelling at me "then why don't you effing check out then. Go somewhere else, this is a motel. What do you expect?" I called corporate to initiate a complaint and waited 5 days for a response. The location said they will not refund me or even offer me any compensation. I am also added to the Do Not Rent list at that location FOR BRINGING ISSUES UP TO THE ***** STAFF. "Motel 6, we'll keep the lights on as long as you keep your mouth shut." Please help me.

  Business response

  04/06/2024

  Dear ***********************,
  
  I appreciate you contacting us regarding your experience at our 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 us at **************, if calling from outside ***************** the number is **************. Our hours of operation are Monday through Friday from 9 am to 10 pm Eastern Standard Time.  Saturday and Sunday from 11 am to 7:30 pm Eastern Standard Time. You can also email us at *********************************.
  Please refer to trace ID# GRDENMPU. 
  
  Sincerely,
  Customer Care

  Customer response

  04/06/2024

  I am rejecting this response because:   it does not compensate me for paying for sub-standard conditions and being treated the way I was for bringing legitimate issues to the staff's attention. It also does not say if I am allowed back at that location or if I will be compensated. All it says is that they will review and take appropriate actions to the staff.

  Business response

  04/10/2024

  Dear ***********************,
  
  I appreciate you contacting us regarding your experience at our property in ***********, ***

  If you have any concerns regarding compensation, please contact the property management team directly. They can be reached by phone at ************** or via email at ***********************.
  
  If you have any questions, please do not hesitate to call us at **************, if calling from outside ***************** the number is **************. Our hours of operation are Monday through Friday from 9 am to 10 pm Eastern Standard Time.  Saturday and Sunday from 11 am to 7:30 pm Eastern Standard Time. You can also email us at *********************************.
  Please refer to trace ID #GRDENMPU. 
  
  Sincerely,
  Customer Care

  Customer response

  04/10/2024

  I am rejecting this response because:   

  It provides zero compensation. And they called me to tell me they will not be compensating me on the day of my mom's funeral. Soul less individuals that don't understand what upholding standards is.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a family of 7. I booked two motel rooms on April 4 at Motel 6 in ********, **. The confirmation # is *************. Our rooms were given to someone else and I had to stressfully find another place last minute and pay more at another hotel.

  Business response

  04/09/2024

  Dear *********************,
  
  I want to thank you for contacting ************* and letting me know about your unfortunate experience at our property in ********, **. Please accept our sincerest apologies that your experience was less than satisfactory.
  
  At this time, we ask that you provide itemized receipts for alternative lodging sought on the night of 4/4/2024 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 takes concerns like yours very seriously. Your trace 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 hours of operation are Monday through Friday from 9 am to 10 pm **************** Time.  Saturday and Sunday from 11 am to 7:30 pm **************** Time. You can also email us at *********************************.
  
  Please refer to trace ID# ********.
  
  Thanks,
  ************** 
  *************
  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The solar eclipse is visible in the area of **********, ** on Monday, April 8. I made a reservation several months ago (perhaps in spring/ summer 2023) for Motel 6 in **********, **. My reservation was the ONLY rooms available in the entire geographical area when I searched online last year and the price was well above the usual price ($400.00/ night). On ******* 28, 2024 I received an email stating that the motel could no longer honor my reservation and that they would offer me a discount on a future reservation. I immediately wrote back to the hotel stating I needed to be in the area on the date of the reservation and the offer of a discount was unacceptable. I never even received a reply from the hotel. I am VERY upset and would like this complaint noted so that something like this does not happen to anyone else. They should have found me another hotel to stay in and paid for that, anywhere along the path of the eclipse in *************. If not, I should be offered at least one FREE night in any Motel 6 anywhere in ******* given their unprofessional behavior. There was a reason why I made the reservation so far in advance and was willing to pay the exorbitant fees and that can not be forgiven. Alternate arrangements in late ******* were no longer an option for this event. I think the hotel should be fined.

  Business response

  04/05/2024

  Dear ***********************,
  
  I appreciate you contacting us regarding your experience at our 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 **************. Our hours of operation are Monday through Friday from 9 am to 10 pm **************** Time.  Saturday and Sunday from 11 am to 7:30 pm **************** Time. You can also email us at *********************************.
  
  Please refer to trace ID# ********.
  
  Thanks,
  ************** 
  Customer Care
  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between 3/10/23 to 7/4/23, I was a regular, long term guest and stayed at the Motel 6- **************** location. The property had a quiet atmosphere and remarkably low priced rooms. However, there was a few incidence that ruined my time here..1) *Bed bugs in my room*Yes I had bed bugs, not once, twice during my time at this establishment. The weren't "bad" but when any he'd bugs are found it is disgusting 2) *Retaliatory action against me by manager for making a complaint.*7/4/23, I was getting bitten non stop by mosquitoes in and around the premise and it was painful. I found their source of mosquitos by: a) the pool was dark green and stagnant, teeming with mosquitoes, coupled with;b) broken sprinkler irrigation that kept flooding the property lawns.I brought this health hazard to the manager, ******, who ignored my concerns for the wellbeing of myself, the guests and the staff alike. So I called corporate to file a complaint about the situation, with photos, and they said they would handle it.Following my complaint, I was treated horribly, talked down to, and then had the police come remove me from the premise by the manager for no apparent reason other than the complaint. It was not ok as I was a respectful guest... Also a cleaning girl, *****, stole my tablet right out of my car after I gave her a cigarette, being nice.Fast forward to last night, 4/1/23, I had called corporate to check ahead of time if I was off the *** list and was told I was. So my friends and I got a room there. Within an hour, the police has shown up and arrested me for criminal trepass of the property. I was retaliated against for a protected action made about a real health hazard, then arrested with a misdemeanor charge when i wasn't on the *** list. Motel 6 has violated public health regulations, their duty of care, breach of implied warranty, acted grossly negligent and committed an adverse, retaliatory action against a guest resulting in a misdemeanor charge. Unforgivable.

  Business response

  04/03/2024

  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 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 # GRTVGQXL.

  Thanks,
  ************** 
  *************
  
  

  Customer response

  04/22/2024

  Good afternoon,
   
         I had made a complaint about Motel 6 located in ****************, ****. The complaint pertained to me being arrested on site for criminal trespass after having checked if I was ok to be on the premise through corporate. This criminal trespass charge is directly related and a retaliatory action stemming from a complaint I made about the condition of the swimming pool back in July of 2023.
  
         I am not sure where the complaint is at in it's process currently but was hoping for an update and follow up on the response from motel 6. If you could update me on the status of the response I would greatly appreciate it. Thanks and have a great day.
  
  Bear regards,
  
  ************************************;

  Business response

  04/22/2024

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

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

  Please be advised that your information has been forwarded to property ownership for further assistance with this matter. If you have any further questions, please contact the property management team directly by phone at ************** or via email at ***********************.

  Sincerely, 

  Customer Care 

   

   

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid 360 ahd paid an extra 81 for the fifth night but ended up leaving on the fourth because of my asthma and observation on the errors as I'm homeless became homeless and was mainly out and about looking for housing but never received a refund but upon advising staff about the mold issue among the whole motel complex he told me that they were aware of it and what do I want him to do about it and the manager never spoke to and never provided a refund just gave me my 50 dollar deposit and lied about the 10 which would be ************************************************************************* a receipt they refused

  Business response

  04/03/2024

  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. 

  Please contact property management at the Motel 6 property with any compensation request, they can be reached at **************. 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# GRTQGQLU.

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

  Customer response

  04/10/2024

  I am rejecting this response because:  the manager refused to speak to me when I showed my concern in person upon realizing me asthma was a reaction from a health issue from the mold in the bathroom and the clogged air filter with hot air coming out when I requested a refund the employee advised me of the knowledge they had of the mold problem throughout the motel rooms and what did I want them to do about the problem or my bad e patience here if I didn't like it I wouldn't have stayed for ,3 days he said nobody complaines *** that some people have been there for 21 days I said I've been out and about looking for a place to live and I'm not every customer and I just want to be able to staying a comfortable room that's clear of mold and dirty filter I paid my money and I would like a refund for the breach of contract. He said the manager is there from 9 to 1 and still no answer no refund lies about 10 dollars on top of my deposit and one night stay but never got my refund just the money I paid for the fourth night that I didn't end up staying there because of my asthma and the customer service and I was told again by ********************** who I appreciate their kindmess and efforto f getting me my refund from the motel *** theor sinceroty in this wyole nightmare of the little money i do have and trying to get me my money back saving a customer but to no avail on the ******************** management no answer back leaving a employee lady to say he said what he said and he took care of what he needed to buy never did nor did they provide me a rexeipt

  Business response

  04/10/2024

  Dear ***************************, 

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

  As per our records, property management issued a full refund for the last night of your stay in the amount of $80.93. If you have any concerns regarding additional compensation, please contact the property management team directly. They can be reached by phone at ************** or via email at ***********************.
  

  If you have any questions, please do not hesitate to call us at **************.  Our hours of operation are Monday through Friday from 9 am to 10 pm **************** Time.  Saturday and Sunday from 11 am to 7:30 pm **************** Time. Please refer to reference #GRTQGQLU.

  Sincerely,

   Customer Care

  
  
  
  

*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. ↩