Because I stay at nearly 200 hotels a year, from Motel 6s to Westins, I've seen and heard just about everything hotel related. Also, I fully understand that many of my expectations need to shift in accordance to which of these establishments I am visiting. My experience at a Super 8 will differ vastly from my experience at Gaylord's Opryland Resort. There's no way around it.
However, some things need to be exactly the same. Things like cleanliness and courtesy.
When I stay at a lower end hotel I dumb my expectations down to one simple question: Do I feel welcome?
A few things come into play and answer this question within minutes of arrival. A well lit entrance and inviting lobby are part of the equation. So is a clean room with furniture that is in decent shape. The television and air conditioner must be in good repair and linens simply need to be clean and from this century.
All these things add up to me feeling welcome. Like they planned for my visit. Like they want me there. But even this simple list of positive attributes can be entirely derailed by one thing: Discourtesy.
Which brings me to Motel 6 Avoca. You know that feeling you get when you walk into a room and you're not really wanted there? That was my impression from moment one on this property. It was backed up by the rude front desk clerk, who I assume was Patricia Stoterau because her business cards were there.
From her very tidy workspace behind a trophy case of beautiful hotel awards, she promptly made me feel like it was my fault that she couldn't find our reservation. I thought the fact that we were getting 4 rooms might sway her to crack a smile, but no. There is nothing worse than entering an establishment with lots of money to spend and having a representative of that establishment treat you poorly. And not just communicate poorly or be too busy to give great service. But rather actively pursue making you feel "less than". This 'Us vs. Them' mentality has no place in the hospitality business. And by the way, the reservations were right where they were supposed to be and in good standing. Did i get an apology? Nope.
I figured my negative experience was over when I got to my room. It was great for a motel 6. No problems at all. They should provide shampoo, however! After a good night's sleep I called the front desk to ask for a late checkout. What was I thinking?!?!
I'd say I have about a 90% percent success rate when asking for a late checkout. Those who simply can't provide one are usually gracious and explain briefly why. This was not the case with the front desk clerk at Motel 6 Avoca. She was rude and sounded miffed that I would even ask. She shot gunned a few reasons, ranging from personal to ridiculous, that I couldn't get a late checkout. All the while, she spoke to me like a child, with a level of disdain for courtesy that I have rarely encountered, much less in the hospitality business. But, hey, the bathroom was really clean!
All I all, I was relieved to leave the property in my rear view mirror. I know I can find a bed just about anywhere. And I'm fairly certain that it will be in a clean and welcoming establishment. I know for an absolute fact, however, that I will never again subject myself to the condescending, impolite, and ill mannered staff at the Motel 6 Avoca.
That pretty row of rewards on the front desk is meaningless if all they do is use them to hide their severe lack of people skills.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.