Motel 6 Complaint - Un-trained staff
ALBANY, NEW YORK -- 1:38am/Jun 6, 2007:
After arriving to Motel 6/Albany from Bedford Hills, NY we were told that our room wasn't ready, and would not be ready until after 12:00pm that afternoon (despite reserving the room a week before with a VISA credit card). On this particular night the clerk was as helpful as her position would allow her to be. She made attempts to contact the manager who was in a room on the premises. The manager just gave her instructions and refused to come down to the desk to assist her in resolving the problem. Sometime after 2am, the clerk gave us a room. The room was not cleaned, and the beds were not made. We had a long drive, and were exhausted. We accepted the room in "as is" condition. She gave us clean linen, we thanked her; and said good night. We commended her on a job well done (especially since her manager made no attempt to assist us, or his employee.)
Friday/June 8, 2007:
At approximately 11:15am as we were packing there was a knock at the door. The door was closed, but not completely shut. Neither I, or my brother responded to the knock. However, the desk entered the room anyway WITHOUT permission. She stood in the doorway and in very loud and rude manner stated, "Y'all come down and take care of this bill!! You got a refund that you wasn't suppose to get!! I'll be waiting!!!"
Needless to say we were shocked at her actions and attitude. Once at the check-out desk, I had my receipt in hand ready and prepared to try and clear up any discrepancy in our bill.
Once at the desk I attempted to show the clerk our receipt. My brother then stepped in and told the clerk that her actions and attitude were very un-professional. She then immediately began ARGUING with my brother. Loud, finger pointing, back and forth arguing! She ignored all my attempts to show her our receipt. She just continued her loud argument with my brother (in front of other people in the lobby trying to check-in! After a few minutes of argument, another clerk stepped in and asked, “Are you gentleman checking out?”. We replied, “Yes.”. He then said, “Thank you for your stay. You gentleman have a nice day.”
I’m a New York State Corrections Officer. About the same time each year my department hosts what’s known as the D.O.C.S. Olympics. It’s an annual event where law enforcement officers from all over state compete in law enforcement and olympic events. The event brings possibly hundreds of guests to the hotels in the area (including Motel 6).
The actions that this clerk displayed were very un-acceptable!!!
After returning to work, I’ve discovered from other officers that all three clerks that we have dealt with are ex-CONVICTS (which explains her attitude). I have nothing against ex-cons. However, if you are going to hire them; your company needs to make sure that they are under closer supervision until they’ve proven that they are competent, and reliable enough to operate on their own!! Evidently the manager at this particular Motel 6 needs to be watched as well.
It was the worst hotel stay that I’ve ever experienced. I’ve heard other officers complaining about their stay at this Motel 6 as well. Next year, most of the officers have already made up their mind to stay another hotel despite the slightly higher rates.
If I can help it, I’ll never refer, or stay in another Motel 6. And I’ll be sure to tell my fellow officers and others about my experience.