Hospitality - the friendly and generous reception of guests
From check-in to after check-out, not once did I feel welcomed; the above definition, taken from the online Oxford English Dictionary, would be great starting training at the Motel 6 for all those in direct contact with guests.
-The young man checking me in did not smile once and his answer to more than one question was: I don't make the rules.
-My rate had advertised free WiFi. However, checking-in I was told I would only receive free WiFi for one night, even though I was paying and staying two nights. Again, the young man doesn’t make the rules.
-I had to return to the front desk for basic amenities (soap, shampoo, conditioner, an extra pillow, alarm clock, coffee and coffee maker). Fine, I have two legs. But do not give me an exasperated look when I arrive at the front desk even though you just checked me in and could have asked if I needed any of those items. Most hotels provide, at the very least, shampoo and soap.
-Getting into bed my sheets were wet. I called the front desk, asked for a new, dry set and was asked if I could come get them. I was already in my pajamas so this was not what I considered good service and then I was told it would be at least 20 minutes.
-The fridge in the room (a nice perk) ticked loudly. It sounded like a bomb was counting down. At this point, I honestly did not want to deal with the front desk anymore so just unplugged it. Of course some of our food had to be thrown away but seemed minor with the alternative.
-Our rate online seemed competitive with other hotels in the area for the season. However, I got into the room and there was a rate advertised for $35 less than what I paid. I asked front desk and was told that I was wrong. That is not a rate for the summer. It was there, on the back of my door so I asked if I could instead have that rate. Of course, they don't make the rules and this is not possible.
-Checking out I offered my comments as above to the woman checking me out. I left but forgot to mention the wet sheets so walked back in to add that to the comment card. I could hear, in the back, a woman rebuffing my comment card (who I imagine must have been a supervisor or manager). The rate, I heard, was not something that was advertised at that price in the guestrooms.
-I spoke with Motel 6’s central customer care center and was told that the General Manager of the property would call me. The General Manager did call once and left one message the week following my stay. Since then, it has been three months and I have not received any form of contact from the General Manager even though I have left 5 messages for her. I even spoke with the customer care center two weeks ago, but no contact. Wow, I see where the staff gets their great service from.
I had hoped to be able to write this review with a happy ending after having connected with the General Manager, voicing my concerns, and having them acknowledged. Seeing that my stay was three months ago I have given up. I am not a person who seeks to have a cheap stay; in fact I work in the hospitality industry myself and respect those who offer great service. I also understand how hotels work and the Motel 6 is the poorest example of a hotel I have ever stayed at. Perhaps the General Manager will see this and finally take the hint to call me back. If not, I warn others who stay and have issues: don’t expect any sort of empathy or resolution. I highly doubt that any Motel 6 will be receiving any further stays from me.
There is no space for luggage if you have a room for two beds.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Vanessa G,
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Thank you for sharing your review. We apologize for the unpleasant stay you had as a result of the service and cleanliness issues you experienced. These conditions are not consistent with Motel 6 standards for quality, and we encourage you to contact our Guest Relations Department so they can have a record of your experience to help us provide our guests with better service in the future: 1-800-577-3435.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.