Motel 6 San Dimas, CA - Los Angeles — Hotel in San Dimas

Myself, my husband and our dog stayed at Motel 6, San Dimas location for almost 2 weeks. During those two weeks, we were very good tenants. We kept the room clean and treated that room as if it was our own house. The only issue that we had was that we paid by 1 PM a lot of of the days we were there. But we always maintain communication with the staff, and we always paid and never missed. On Sunday 23 March, we were late again, which to us is normal and we thought it was the same with the motel. They told us that we had to leave and that we could return after we left and rebook the room. My husband came back from work, ready to pay, however, they would not accept it and actually had me packing everything while an employee stood outside the door. That employee’s name is Andrea. She never said a word. She just sat there outside the door on her phone and glared at us with the look of disgust. Even though we were upset about having to leave and then check back in we left the room in a very clean condition other than the bedding which they need to change and clean anyways. Before leaving, Andrea told me that we are welcome to come back after we leave and rebook for another stay. We left the property and made a reservation through booking.com for four days at the same location. When we arrived at Motel 6 again later that evening we were told that we had a DNR by our names. That means do not return. We were not accepted back at the motel. We asked Christina, who by the way is a very nice employee, why we had the DNR by our name. Initially we were told it was because of late payment but then that changed later, and we were told that it was because our dog peed on the bed. Immediately we knew that was not true because our dog does not urinate inside the house. So we explained that it was the licking of her paws because she has a skin allergy. All of the explanations were void and did no good. booking.com was contacted and they would not release the funds that we had reserved the motel with. We explained that to the staff and that we had no place to go that evening and that went nowhere as well. We slept on the streets Sunday night, based on the fact they assumed our dog peed on the bed of a “pet friendly “motel. We have since found another location to stay at, but on Tuesday my husband stopped by the Motel 6 in San Dimas to speak with the general manager Erica about the situation and to see if she would take the DNR off of our name and allow us to come back there and stay. he has an audio recording of the conversation with both Erica and Andrea, who was sitting at the front desk. Andrea was also the one who stood outside the door while I packed our things on Sunday. This is a very good example of how a corporation should not be run. The staff at that location seem to forget that it is the customers that give them their paychecks. Erica and Andrea are both rude and have no business being in a managerial position. I ask that the corporate office reach out to me with regard to this situation. Should they not, and should they ignore this review, I will have no choice, but to stand outside that location on a public sidewalk with a picket sign for weekend after weekend after weekend until I turn away enough people to where I feel satisfied with my results. If I turn away 10 people a day that’s $1000 a day that they miss. And I also asked that they ask to hear about the recording….and People stay and a motel. They told me that Andrea and Erika was really rude. Lady say that she make a complain about them, and then never do nothing. And I told Christina again and she please call Erika and ask What happened and then she told me that she need to go check the room to see it was speed and I called An hour after, and I asked her it was P, and she said no, She was so nice and she asked me and she wants to give me money to get another room and another place she told me that she’s feel bad And she knows because she’s Was There when Andrea told me that we available...

This is still the best Motel 6 in the area, maybe even the best ever. Andrea is by far my favorite. We have gotten to know each other from my family and i staying here. She is always accomodating, professional but she has been very compassionate. She's always asking how I'm doing, and has really been there for me recently, even if I'm just venting about life. I appreciate her so much. The fact that she takes the time to ask me how I'm doing says a lot. Customer service people don't do that anymore. She does. We talk for a few minutes each day and i appreciate it because sometimes you just need someone to listen. Another one of my favorites is Alejandra. She too has been so compassionate and kind to me and my family. She always greets me with a smile even when she isn't feeling well. The fact that she came to work when she was sick shows a lot about her. We were running late to check out and i told her before the time came, she said it was okay versus giving me a hard time. Elizabeth and Melina are also top notch. They both always have great big smiles on their faces when they help me. I always appreciate their time when i ask for supplies I may need. When the hotel updated the tv channels Elizabeth was so excited. She asked me if i had watched anything yet, i hadn't. She said I should check out the new channel line up because they had added some really cool additions. I'm just happy to stay at a place where the people working here enjoy what they do. These ladies have and continue to be wonderful to us. The rooms are always clean. Whatever you need just ask and they will take care of you. This staff is what makes this Motel 6 the best around. The review below is an older one from months ago i had to update it because they deserve the recognition.

My family and I have been staying here off and on for a few months. (Everyone has their own situation.) Since day One the girls here have been amazing. Alejandra, Andrea, Melina, and Melody have been courteous, friendly, approachable, and professional. The customer service here is above and beyond. "Treat others how you wish to be treated," my parents always taught me this. I have observed the staff being yelled at and berated by other guests and never once did they flinch, react negatively or change their tone towards the upset guest. The girls here have made the stays very pleasant. I will recommend this Motel 6 over any other hotel in the San Dimas area. The house keeping staff is also a huge part of our experience as well. The rooms are always very clean and well maintained. All in all the staff here has a well oiled machine, the office staff and the housekeeping staff have a "team" mentality, everyone works well together. Come stay here! The rates on travel websites are the best in the area, or call the office and the girls will help you book your reservation. Thank you Motel 6 staff (Alejandra, Andrea, Melina, Melody and All the housekeepers) for all you do each...

Motel grounds are clean, rooms are clean, and the majority of staff are professional and courteous. However, there were two incidents I experienced with graveyard staff, one man that needs to be addressed in hopes the right person sees this and takes action. I was put on the DNR list because a friend of mine, who was trying to follow protocol, rubbed Vincent the wrong way. He treated us both like children, told me he didn't want to deal with this tonight, and I have no idea what this even is. He threatened to call the sheriff on me, overcharged me for the room that night, and literally put me on the DNR list without good cause or explanation.

The next day, I managed to get the room for another night, probably due to miscommunication between graveyard and morning staff, and I went about my business. The following evening, when a different guest of mine showed up again trying to follow protocol, I found myself in the presence of Vincent, who I now know has terrible customer service skills. He proceeded to gossip about me, saying he didn't know why I was still there and questioning who allowed me to stay. This is how I found out this information. He then threatened to contact the sheriff's department, insinuating that I had done something illegal and was a criminal.

This is no way to treat a paying customer. I still don’t know exactly what I did to warrant being put on the DNR list. I sum up the situation to toxic personalities in the workplace, and I guarantee if this situation is looked into by upper management, this location has a high, if not the highest, rate of DNR placements in Los Angeles County—possibly even statewide. Such personality-disordered individuals in the workplace can bring an entire business down.

I may not be able to rent a room at any Motel 6 in the country, or at least not here where I would realistically bring my business. After so many individuals are DNR’d, it will affect the profit for this location. It also makes upper management look bad and reflects poorly on the overall functioning of this location. There are plenty of people with customer service skills who would love this guy’s position.

What is going on here? Can this please be addressed? What constitutes a person being DNR’d? It’s a good concept, but with a toxic employee, can easily be abused. Thank you for addressing this...