Greg R.
Yelp
After reading a blurp of the hotel on the internet, I decided to check out Munger Moss Motel. Authentic Route 66 Motel for a trip down Route 66, nice... I thought.
Arriving at the front office to check in, I'm greeted by Amanda who checks me in. I ask if there is a room closer to the front (I had a bad experience in Memphis where my car was broken into while parking in back, away from the street or front office). She says all the front rooms are taken and that my room was up hill in the back in the next building. As I drive up hill to my room which is in the second building and VERY secluded from the road, I notice most rooms seem to be vacant in the front building.
I return asking if she is sure she does not have a room closer to the front. She said yes though she would have to change the price because they are smaller rooms and cost less. I'm thinking why did she lie in the first place and say "no"; maybe to get the customer to pay a higher rate? Amanda says she can't change the price because a credit card was used and not cash. Not feeling good about this whole incident I reluctantly leave. Midway up I stop in front of what I thought was empty room because there were no cars in front or around (yes, 20 or 30 rooms with NO cars!) to decide if I want to stay or not.
As I start calling other hotels to check on availability I'm surprised to see a guy open up a door from the (I thought vacant because no cars around) units in front of me and starts staring menacingly at me. With no car in front of his room I'm thinking he is one of those down and out people living in a cheap hotel room. As I continue calling other hotels he just stands there and stares. Creepy!
He comes up to car and asks what I'm doing. I tell him I needed a minute to determine if I'm staying at the hotel or not. He says he's the maintenance guy which is a bit of relief because my first initial impression was some guy wanting to fight. He says he was freaked out a bit because I was sitting in my car in front of his place. I told him I thought these rooms were empty because no cars were around.
At this point, after being lied to about the room and facing the menacing maintenance man, I decided to LEAVE. I go to front office to drop off key to find door locked! I check time to make sure office was still open because Amanda said they closed at 10pm; it was 9:30 so I was confused. Maintenance man walks up and asks what I wanted. I told him I wanted to leave. He says Amanda was freaked out and locked door. I'm surprised and a bit peeved because there was no reason why she should be freaked out. I did not do anything that would threaten her in any way besides parking to call other hotels. I just wanted to leave!
Menacing maintenance guy opens door with Amanda coming to front. She says the owner would need to talk to me to get a refund and asks for my phone number. I give her my number and leave to another Motel where the front desk person was WAY friendlier and a welcome relief from the most bizarre hotel/motel experience I ever had! Totally freaky and creepy!
It's unbelievable that I was lied to and then to be confronted by the menacing maintenance man, both who acted inappropriately and overreacted just because I sat in the parking lot to call a few hotels. But it doesn't end here...
Leaving the Motel on Tuesday night, I was expecting a call from the owner either the next day or the day after at latest. I have several businesses where if we have an unhappy customer, my employees know to call as quickly as possible; either the same day or the next at latest. No call Wednesday or Thursday so I call the owner on Friday. She picks up and says she will refund the room and asked about my experience. I'm thinking, nice, she cares. Feedback is very impor.... STOP... opps, did I interrupt my story. Well, that's what she did. Not even making it through 1/5 of the story she interrupts me mid sentence to tell me I have a "phobia" from car break-ins and this is not Memphis - How am I suppose to know that especially with this seedy motel on the outskirts of town! When receiving feedback from a customer you should ALWAYS let the customer tell the whole story. I didn't even get to the part about being lied to. Anyway, at this point she becomes unexpectedly defensive about how they are all about good experiences for their customers. Maybe I expect too much from my employees and how we treat our customers that set the bar a bit high. Though you should always call back customers quickly if there is a problem and then listen to see what the problem is to find a fair resolution and, more importantly, make changes to improve your business. Is this too much?
She says she will talk to her employees though I can tell this was not sincere and just to get me off the phone. I need to get her my credit card details which require a call back because my fiancé has the credit card, call back to get this whole experience over with.