Booked a room through the official Motel 6 website, but the physical location no longer exists and support won’t refund me

Overview:
A guest booked a room at the Motel 6 in Springfield, Missouri using the brand’s official website or mobile app. Prior to arrival, they contacted the number listed on the confirmation to confirm the reservation, and were told the booking was active and ready for check-in.

What happened at check-in:
Upon arriving at the property, the guest found a sign on the door stating, “This is not a Motel Six.” The front desk staff confirmed they were no longer affiliated with the Motel 6 brand and had no record of the guest’s reservation.

Customer service experience:
The guest attempted to resolve the issue with Motel 6’s customer service to cancel the booking and obtain a refund for $65. Instead of a straightforward resolution, they encountered an ongoing process that involved transfers between multiple customer service numbers, unkept supervisor callbacks, and ultimately a denial of the refund despite having sold a reservation for a location that no longer existed.

Additional findings:
– A review of recent online feedback indicates this Springfield property has not been affiliated with Motel 6 for more than a year.
– Despite this, the official app and website continue to list and allow bookings for the location.
– The guest had also contacted customer service the day before arrival, and the reservation was confirmed for the Springfield location.
– The expectation is that a warning should have been provided when the location was no longer a Motel 6, especially during pre-arrival verification.
– The guest plans to pursue a chargeback with their bank for fraud or services not rendered.

Discussion:
Has anyone else experienced official hotel apps listing closed or ghost locations and subsequently denying refunds? This case highlights the risk of booking through brand-affiliated channels when a property has severed ties with the parent company, and the potential challenges in obtaining refunds for reservations at non-operational sites.