On Tuesday November *, **** my daughter reserved a room through Hotels.com. It is stand...

GetHuman-shirrawi's customer service issue with Motel 6 from November 2018

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The issue in GetHuman-shirrawi's own words
On Tuesday November *, **** my daughter reserved a room through Hotels.com. It is standard when booking through Hotels.com for the room to accomodate at least two adults without standard rates going up. My daughter lives in San Francisco but comes to Sacramento on ocasions so that I am able to see her and visit my recently new born grandson. I live in shared housing where over night guest are not allowed. When we arrived at the motel I suggested to my daughter for her to put my fiance Jerome down as a registered guest as well as herself so that she would be able to get the military discount because he is a veteran. I would be considered the only guest even though my fiance and I were not planning to stay over night anyway. We explained all of this to the desk clerk when my daughter and I tried checking in and showing all three of our ID. The desk clerk looked up our names and said that we were already in their system which didn't surprise because we had just finished staying a * day stretch at the same location just days prior. We were also told that it would be an hour before room was ready, and quoted us what the total price was that we would have to pay when we came back in an hour.*After the hour was up my daughter alone went in to pay. We were under the impression that my daughter and fiance Jerome were the two registered people linked to the room and that I was considered the guest. Now here comes the fun part.*My daughter left to go run some errands. About forty minutes later the desk clerk calls the room and says are there any unauthorized guest in your room? I told her no because she knew who I was and everybody registered to the room. About thirty minutes after that the front office calls again. I couldn't get the phone because baby was screaming and I was in the process of changing his diaperand making a bottle. Five minutes later there is loud banging on the front door. I yelled out who is it. No response. I yelled it again and still no response. Finally, I opened the door to a security guard. He said only registered guest are suppose to be in this room and threatend to evict us. I told him that my fiance was registered and I was an authorized guest. He said he was told that it was only one person registered which was my daughter and that he just watched the registered person, my daughter, drive through the back alley. I was like AND. He demanded for me to come to the office and explain. I told him that she just checked us in and knows that we are here. He said well I don't know what's going on and whether or not iwe are going to evict you guys or not. My daughter and I went to the office to straightened it out. The same desk clerk who checked us in was still there. She was so mean and so rude it was hard to believe that she was the same girl from earlier. She basically scolded us as if we were toddlers and looked directly at my daughter and asked her three times if she had other people in room and if so she was going to be evicted. That's when I stepped in and said you don't have to talk to us like that, and it's never really what you say, but how you say it that matters. Keep in mind that these things were being said in front of other guest to. I reminded her that my fiance and I were leaving and had not planned to stay over night She had only looked at our ID when we came down and did not enter anything in the system. We go back to the room and would you believe not even three minutes had passed and the phone rings again. It was the same desk clerk from the office telling my daughter that her guest meaning us had to go. At the time the call came in we were preparing to go anyway. My daughter told her that we were about to leave. Instead of her saying ok she says when and how long. My daughter told her five minutes. Technically my fiance should have not been asked to leave because she was suppose to put him as a registered guest but failed to do so. We left in peace even though it took every ounce of strength that I was capable of having to not barge in that office and give her a peace of my mind. I decided to do it this way. We were being watched as we were leaving, peaked at through the office window, and spyed on by the security guard who was trying to hide by the side of the motel to watch us leave.**If you are able to bring up a guest stay history from years ago you would see that I practically lived at that location and have spent thousands of dollars. Never once did I trash a room, have multiple guest, or not follow any rules. I also use to work for Motel * in Santa Nella and in Modesto some years back as a front desk clerk. I tell you one thing, I would never treat my guest the way that the desk clerk treated us tonight. My daughter is accustomed to booking at the Red Roof Inn but because of my referral to book with Motel * downtown Sacramento because they always treated me right with lots of respect and kindness she did. Now I feel so embarrass and ashamed. I feel like we were discriminated against, harrassed,prejudged and profiled and with the worst customer service ever. I feel like we deserve some type of accomodation for the treatment we were given whether it be a refund, a free night stay, along with a sincere apology to say the least.**Shirra Wilcox**** ***-****

GetHuman-shirrawi did not yet indicate what Motel 6 should do to make this right.

How GetHuman-shirrawi fixed the problem
If ever anyone has a problem with the desk clerk, or the way they were treated, the best thing to do is to take it up with the property manager. Usually that should be enough. Write a written statement along with verbally telling the manager exactly what took place. By doing so, I was accomodated with a certificate for a free night stay and a very sincere apology from the manager. He did assure me that he would have a talk with the clerk I had the problem with.
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Motel 6

Customer service issue
Reported by GetHuman-shirrawi
Nov 7th, 2018 - 4 years ago
GetHuman-shirrawi shared how to fix
Seen by 12 customers so far
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GetHuman-shirrawi started working on this issue
Nov 7th, 2018 8:58am
GetHuman-shirrawi confirmed the issue is fixed. Hooray!
Nov 7th, 2018 11:57pm