We booked a 3-night stay commencing on July 25. As we parked our car, I noticed a person with unkempt appearance sitting near the entrance of the motel. I didn't know whether he was a guest or a homeless person -- either way, I didn't really care as long as he was harmless.
Check-in took a wee bit longer than necessary because of some computer glitch. As with my experience with another establishment, I was charged more than what I was quoted, but I did get credit right away. My biggest mistake though was to request for a room with fridge and microwave because the room we were assigned (Rm 309) turned out to have a busted AC. That was just too bad because the room itself was pretty nice. It was spacious and clean. Room temperature though ranged between 76-78 degrees. Hubby complained that first night but was told by front desk that nothing could be done as it was already late. They could not accommodate our request for a room change either because they claimed they were fully booked. At least they had a small electric fan to lend when we asked for one. Hubby had a fitful sleep that night, a preview of things to come.
In the morning, before we left for the beach, we reminded front desk about the busted AC. When we got back that evening, we inquired whether the AC has been fixed. To our chagrin, front desk claimed he did not know anything about it because he was gone for a few days and the night shift did not endorse anything to him. Wth? Bottomline, it was still [--] hot in our room. To think, they had the whole day to address the issue. When night shift arrived, he claimed he endorsed the issue but maintenance personnel was not available. Then we got another promise to have it fixed the following day. Second night of fitful sleep for my poor hubby.
The next day, we left early again, and they had another full day to address the issue. Guess what happened when we arrived at the end of the day? Nothing, nada, zilch! AC was still busted. The manager happened to still be there so he accompanied us to our room to check the AC himself. He said his maintenance guy was in the hospital. He said he will replace the unit even if he had to do it himself. I appreciated the thought and since it was already our last night, I thought it was too much of a hassle for him to do that. He said it's not a problem and that he'll just change into a pair of jeans because he was in business attire at that time. He did not offer any credit for the nights we had been inconvenienced -- I had to ask for it, and all he offered was a measly 10%off. To make things worse, he never returned to replace the unit. He didn't give us the courtesy of a phone call either. When hubby and I got back from our late night movie date, the AC was still unfixed. We did not bother following up anymore because at that point, we were just sick and tired of the excuses, the fingerpointing, and the zero accountability. My husband was so upset with our first experience with Motel 6 that he said to me, "This ends our relationship with Motel 6".
Honestly, I want to give this facility another chance because it was probably an isolated case. But I was extremely disappointed with how they handled the problem. We were there 3 nights. For them to ignore the issue that long is unacceptable. They did not even appear apologetic. I did not see any proactive effort to make things right. We had to be our own advocates. Given the many other lodging choices within the vicinity, I'm more inclined to give those other facilities a try. I hope management will learn from this experience and arm themselves with the necessary skills for problem solving, customer service, and expectation management.
Too bad, 'coz I would have given this place a 3-4 rating if not for the AC incident. btw, wifi was slow and choppy.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.