ComplaintsforRed Roof Inn Bakersfield

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 24th 2022 check-in June 25th 2022 check- out Cost of room was $107.00 plus $200 cash deposit ( which was given back at the time of check out) . My concern is whether or not they understand that we are in a pandemic... So there for you'd think the rooms would have clean linens and clean curtains. Or not have layers of dust build up on everything. There were bugs that looked like a totally different kind of species crawling on the wall. The curtain to the window was beyond disgusting and it was obvious that it hasn't been washed for quite some time...if ever......the bedding had hair....yellow stains/ dirt and the pillows were so bad that I couldn't believe that any human would allow another human to lay their head on such filth like that. There were traces of bed bugs on the pillows as well as the lamp shades. One of the pillows had a large dark substance that was horrible to even look at. The small bit of carpet on the floor was filled with filth and I can bet money that if I had taken my carpet shampoer there and cleaned a small portion of that carpet ....I can bet the water would be black. All lamps including bulbs had filth all over them.. including the telephone, alarm clock, tv and cooler. No surface was wiped or cleaned in a serious manor. The toilet paper roll was a used one. The bath towels were dirty. And multiple holes that looked like we're made by a hammer we're in the wall. There was long black hair stuck to the back of the door that lead outside . Tv had cable box along with extension cord hanging over the top of the TV. The TV looked as if it hasn't ever been wiped off ever...front AND back. I have bites on my leg and on my arms that weren't there before. I mentioned it to the staff in the morning....and was told that their manager was going contact me about the issues I had. Haven't heard back from yet. Staff checking in and checking out were nice . The place was not sanitary whatsoever . And I would like a refund.

  Business response

  08/02/2022

  
  Hello Ms. ********, 
  
  The guest that filed the complaint, ****** ****, checked into our hotel at 11:04pm on 6/24/22. She was given room 220. Upon check in, we called her room after 15 minutes, which we do with all guests. It's called a courtesy call. We asked her if she needed anything else and that she can dial 0 from the hotel phone to reach us at any time. She said everything was fine and didn't need anything. We do daily housekeeping to all rooms, infact 220 was rented the day prior. So, all the linens were clean. Our sheets get delivered daily from Mission linen services and all sheets are cleaned with bleach, ironed, and pressed. My staff personally went to the room at checkout and found no signs of bedbugs. Terminex has also inspected the room and haven't found any signs of bed bugs or roaches. Yes, behind the tv there was a bit of  dust but all surfaces are wiped and disinfected upon check out. TV's have extension cords to provide digital programming from Spectrum. Toilet papers are not thrown away after a few uses. If there is still paper on the roll we clean and use for the next guest. I believe all these claims to be false as the guest stayed the entire ****t into the next morning and checked out at 10:58am. If the room was so "disgusting" as she says, why did she choose to stay and not inform us immediately. We could have provided a different room or a full refund immediately. A guest can not stay the entire ****t and then make false accusations and demand a full refund. 
  
  Every year health inspectors and franchise inspectors from the city and our hotel brand come to our hotel to make sure we are cleaning our rooms properly. We have never failed an inspection.
  
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  See the source image
  **** ***** |  General Manager

• Initial Complaint

  01/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We stayed 1 night at this motel on Saturday, 1/15/22. The room above us was excessively loud the entire night, and we didn't sleep an hour. A number of people were walking, rolling chairs, talking, leaving and returning, for the entire night. There is zero soundproofing - we could hear everything above us, every step and voice. We had an 18 year old staying with us who was scared about what was going on. It was the worst motel experience I have had. Around midnight I complained to the front desk. The clerk apologized profusely, called the manager, and the manager called the noisy room requesting they quiet down. The clerk also agreed to refund the room, and did not say that it would only be refunded if we left then in the middle of the night. It quieted briefly then picked back up and continued. At 3am, with no resolution from the motel, I went up myself to ask them to quiet down. Again they did briefly, then continued all night. At checkout I told a different clerk, who was also very apologetic, and who said he had not known about the situation (despite the manager claiming he did). I asked him if we were going to get the refund as discussed and he said he was sure we would, but that the manager would have to confirm. The manager called the next day to offer a 33% discount. She adamantly refused a full refund, blaming us for not complaining a second time, for not leaving the motel room in the middle of the night to go to a different hotel, citing that they "barely break even." When asked what she would have done in our shoes, she said she would have "gone to the Hampton Inn down the street for $150 where there is less noise." I told her I would file a complaint to the hotel chain and BBB, and considered calling the police given our concerns about the room above - she said she did not care and offered to give me the sheriff and mayor's personal cell phone numbers. We would like to be refunded the remaining $77.62 for a terrible and unsafe experience.

  Business response

  02/03/2022

  The guest checked in at 3pm. At 11pm, the guest came to the front office stating upstairs guests were being very loud and she couldn't sleep. She asked to be moved to a different room. We were sold out that Saturday night and so couldn't move her to another room since none were available. So, she said she wanted to leave immediately since she couldn't sleep and demanded a full refund. She would not even let my ***** try to help the situation. She just demanded a full refund. My ***** said she understood her frustration and said, yes, since she wanted to leave we can provide a full refund.  The guest then proceeded to go to her room but then came back to the office and said she was just gonna stay since it was already late. So, my staff informed her that since she wants to stay she can't provide a full refund and she can talk to the manager tomorrow. My ***** called me immediately and told me of the situation, so I called the couple above who were being loud and asked them to keep it down. They apologized and left the hotel room. I also informed all the clerks to keep an eye out on the rooms and let me know if anyone makes a noise complaint. No one called in that entire night for any noise complaints, including this guest. My ***** even walked past the rooms throughout the night and didn't hear any loud noises. We have surveillance videos showing my ***** patrolling the hallways. The next morning the guest checked out at 10am and demanded a full refund from my other desk clerk. My ***** informed the guest they will speak to the manager. I came into the office at 12pm and refunded the guest 33% and called her to apologize for the inconvenience she experienced. She called me back the next day and said that's not good enough and demanded a full refund and threatened to leave bad reviews on all websites if I did not provide her a full refund and do as she says. I explained to her that since she decided to stay the entire night and spend 14 hours in the room we couldn't provide a full refund. When she complained of the noise we stopped it immediately and she never called back again to complain. It's just not fair to provide a full refund when the guest decides to stay the entire night without any further complaints. 
  
  This guest has already filed a complaint with our corporate offices and has received a final letter stating the resolution is fair. We have video and audio surveillance of this entire matter. We feel she is abusing the system and taking advantage of the situation. She has left many bad reviews on many websites and I have responded to them all the same. 
  

  
  

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