Four, two day park-hopper passes to Disneyland for my two girls, wife and I and reimbursement of $*,*** for our hotel room, which used all our funds for Disneyland, when Motel * refused to honor our confirmed reservation at Anaheim Maingate Hotel.
GetHuman990860's customer service issue with Motel 6 from August 2018
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The issue in GetHuman990860's own words
On July **, **** I booked a reservation, on line, to stay at the Anaheim Maingate *****, by Disneyland. My family and I have stayed there several times in recent years. I have a confirmed appointment (****M*****) to check in Tuesday August *th and checking out Monday August **, ****. The last opportunity for our family to come down from Utah and go to Disneyland and CA Adventures, before school starts. The reason we had reserved a room at your hotel was to be able to afford the trip to come down and go to Disneyland. In the early afternoon (approx. *:**), while en route from Utah to your Hotel in Anaheim, I called the front desk at the hotel in Anaheim, to see if they would be able to give us a room on the top floor looking out towards CA Adventures and *Disneyland, to enjoy watching the fireworks. This is what we always try and do at that hotel. She told me that the top floor was booked but she would set me up with a room on the third floor looking out towards Disneyland. I told her that would be great, thank you. When we arrived at your hotel (about *:**) I got a bellhop cart for our luggage and had my family unload our suitcases while I went in to get our room. They asked for my I.D. and instead of giving me our room and room keys I was told that they would not let us stay at your hotel. I said but I have a confirmed reservation (****M*****) and I just drove ** hours from Utah with my family, how can this be? Oscar (I believe was his name) went over and got the assistant manager, Ali, who had helped us at different times during our previous stays (he was not an assistant manager at that time). Ali came over and said that he wanted me to go sit over at one of the tables, near the front desk with him,, to explain that we were not longer welcome at the their hotel and that we would not be able to stay there. He acknowledged to me that he remembered helping us on previous stays at the hotel. He said that I had not been respectful to an employee(s) during a previous stay and that the computer and his manager said that we were not welcome there and could not stay at this Motel *. My family, and I, were distraught at this point, luggage unloaded at motel * and no place to stay. After a lot of emotions, tears, etc. we put our things back in the car and began calling and going to other nearby hotels. THIS IS OUTRAGEOUS to be humiliated in your hotel and in front of my family. After being told by several hotels "they were sold out and had not rooms" we finally found a wonderful person, "Wilma" in charges of sales at the Garden Grove (Chapman*Harbor) Marriott Residence Inn. They had one room left. She was mortified when I had told here of our experience at your hotel and she was able to provide us with a room, the only one available, for me and my family. We were very grateful to her and all those at the Marriott that helped us in a very difficult time. Wow, what a difference between a company that appreciates their guests and making them feel welcome (our first time ever staying at a Marriott Hotel) and Motel * where I had stayed on several occassions, an existing customer, only to be shown the door with my family after driving ** hours from Utah. Needless to say, the room was considerably more (double basically and a $** a day parking fee but we were tired and grateful to be given a room and treated in such a professional, welcoming manner after an unbelievable experience at the Anaheim Maingate Motel * and Ali. He said I could stay at another motel * if they had a room available but NOT at their Motel *????? Who is in charge and who cares about the reputation of Motel * that they have built over the years. I am sure that the Blackstone Group that manages the company and probably others that value the name and reputation of the motel * chain do care. I am guessing that all of what my family and I went through had to do with a previous complaint that I filed with Motel * regarding a stay at this facility. This was their way of getting "revenge" (funny that most businesses take the opportunity when they fail to measure up to improve their product or service not retaliate against their own customer) at least this is what most businesses do to improve their customer experience. Always looking to improve and welcoming feedback, positive or negative, as to how they can improve. I actually received a thank you from this hotel in the past. The year they put in all new TV's (I think in ****), none of the channels worked. I let management know and they thanked me as they were not aware of this problem and, thus far, had only done one floor with new TV's. This now would allow them to correct the problem before installing all new tvs on all floors. Anyway, we just got home last night from our trip to CA, obviously having spent double what we had available for our vacation and unable to visit Disneyland and CA Adventures as all of our funds needed to be spent for lodging. All gas money spent to travel from Utah and back for a trip that was nearly completely ruined by our experience at your hotel and leaving us with no money for the purpose of our trip. We were discriminated against and retaliated against for having complained about a previous stay. I am guessing that this is not Corporate Policy but the policy of the Anaheim Maingate and their Management. Maybe by eliminating any negative comments by guests at their hotel they are able to present themselves better to Corporate. I would like there to be restitution in the form of either reimbursement of the $**** (the discounted cost the Marriott so graciously gave us due to our humiliating experience at the Motel * Maingate facility. If there was an issue at your hotel, why was I given a confirmed reservation on July **th and being given confirmation from the front desk at the hotel on August *, **** that she would be able to give us a room on the third floor looking towards Disneyland? I want to be reimbursed for the $**** spent on lodging at the Marriott Residence Inn or I expect, as a more than reasonable request, to receive four, two day park-hopper Disneyland tickets for my wife, two girls and myself. I believe this is just proposal for resolving what we just went through. Do you agree? Respectfully, Paul Collings & Family.
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