I was flying out of Newark Airport with my pup. I needed a place to stay for 10 hours. I choose Motel 6 as it was budget friendly and their motto is “clean, comfortable rooms”.
I arrived to the property around 7pm. The scene that I drove up to was surreal. There were children running around the parking lot, adults loitering in the lobby and parking areas.
The first room I was assigned had curtains falling off the window and was facing that parking lot.
The second room I was given had curtains hung but..locks were broken, sheets were stained, mold in the bathroom grout and the tub was stained. There were red hair dye stains on the toilet seat and walls of the bathroom. The patches on the walls were unpainted and the door was held together with duct tape.
I unpacked my own linens (I was moving to Hawaii) made up my bed, moved furniture in front of my door and hunkered down for my night.
Around 9 pm I had to go to the lobby to talk to the front desk agent as he did not answer the phone. I told him about the room and he told me the room was fine. He then told me I was rude. He began speaking to a woman at the lobby desk in another language and I asked him to please speak in english. He yelled at me “he did not have to, it was none of my business”.
It’s now 11pm I have a flight at 0700 and needed to leave at 0500.
Well, 11pm is morning for the folks who live at this motel, life was happening everywhere. People running up and down the stairs, knocking on doors and yelling to each other, next to my room. Cars were beeping and engines were revving all around me. The noise drowned out the planes flying over us!
I slept 1 hour and at 0445 I drug my luggage down the stairs and saw men still loitering around. I looked for their shuttle to the airport and was shown to a van. He helped me with my bags and drove me to the airport(this was the highlight of my stay).
My complaints were disregarded by the Motel so I reached out to the customer care department. I was told someone would get back to me. A few days later we saw a credit of $30.00 (30%). I called customer care 3 more times, was hung up on twice and then was patched thru to the motel for a 3 way call with the “manager” and customer care. I was hung up on again.
I called the motel asked for a manager, was interrogated by the person who answered the phone and was refused access to a manager until I told him I was filing a BBB complaint. At that time the assistant manager, Kyote picked up stating she had been in a meeting. I heard her advising the person speaking to me as to what to say...?
She told me there was nothing wrong with the room and they would not refund my money. The money was already spent, it was not the issue, it is now the principal. She also hung up on me.
I went up the ladder to corporate. I got a corporate customer care agent (JoJo) who was empathetic but told me there was nothing he could do financially (not the issue anymore!)but the property disrepair would be looked into.
I am shocked at the apathy I encountered from the Motel 6 brand up to and including my contact with corporate and my discussion with Jojo.
I did not expect a luxury hotel just a Clean Comfortable Room as advertised.
I read previous reviews and tried to give this property a chance. Trust me, none of the reviews are exaggerated. Go anywhere else! Sleep at the airport if you have to.
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