Complaints

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a travel agent, and always willing to try out different hotel brands. I got an email from Red Roof, and learned they accept pets. I have a small dog. I decided to book a two day s**y for me, my husband, and dog. Later I decided to not **ke the dog, and called to change the reservation. From the s**rt of booking, this was an ordeal. You call Red Roof and no one is able to answer your questions. I used my **** on the booking, to get commission. No one could tell me how much this was. No ideas what the ** booking site was. It was hard for me to find it. Had to google search it. After awhile, I said, it's not worth finding. I knew the brand, and it is normally 2 s**r rated. I did not have high expections, but thought after reading about the location, it would be okay. Description included a pool, plus breakfast. The PLUS, also gave me thoughts the hotel would perhaps be 2.5 s**rs, included upgraded amenities. This is what I experienced! When we came in at 3pm, told your an early arrival. All I can give you is 2nd floor. I said we would wait. We wanted to sit out at pool. Told it's closed. Pool looks like the motor was working, told motor was broken, and it would remain closed. I said I do not want to go into it, just want to sit in chairs. Gave us a hard time to just use chairs at the pool.Opened locked gate for us. Said don't jump in, your eyes will burn. 1.5 hours,came back inside. One of the housekeepers, was arguing with front desk about rooms not being clean. Loud enough that we could care. Very demeaning to the s**ff. She was a ***** ***l, did not see a name **g. Asked front desk for a room high up and quiet please. Got room high up, 5th floor. Told her quiet room. There was also a air purifier on the counter. I asked, this is a non smoking hotel, correct. She said yes, but we used this when the rooms stink. Her exact word. I said my husband has asthma, and I have an auto immune disease and allergie. She said, oh no, you will be fine. We got off elevator, in corner, was this young couple, 20's maybe, with all their belonging on the floor. They looked nervous that we walked out of elevator, and seemed to be trying to hide around the corner. Clothes all thrown on the floor in a heap. Thought hmm,weird. Made me very nervous and uneasy. Went to room, saw it was "right next to loud soda and ice machine". Went back down to say, I need different room. I already told her I wanted a quiet room, and this is where I she choose. Got different room, 5th floor Back onto elevator, this time the couple were hiding behind wall when we got off elevator. Made me even more uneasy! Went into room, floor all wet, smelled like mold and chemicals. Cigarette smell in bathroom area. Bed spread had evidence of previous dried up blood on it. walls had a greasy subs**nce, not sure what it was. Afraid to put anything on the floor! Horrible condition. No soap or shampoo in bathroom next morning. No garbage pail at sink or bathroom to put garbage in! Iron board filthy, no iron in room. Drawers were filthy. Called main office,they told me to call front desk. We had 2 nights, could not s**y another. They refunded me for 2nd night. Room nosey, next to highway. We went out to dinner, told s**ff about shady people on 5th floor, not sure if they were kicked out of room. She said, sometimes homelss people get into hotel. She would check it out. I said call the police! After being out at dinner for 3 hours, came back to hotel, homeless girl sitting in lobby, holding a sheet in her arms. What the heck is going on! Red Roof allows homeless drug addict youths to use the hotel. Outside of the hotel, at night, severl a men, *******, all sitting all outside? I felt unsafe! We went to room, locked our door. Next morning, we packed quickly. 8:15am, loud yelling. Not sure if it was housekeepers or next door to us, the walls banging, like throwing things, and the shade on our lamp in our room shook. That was it, we packed as fast as we could, and left. No breakfast was to be found at the hotel, and frankly, after what I saw and experience, we would not even think about having breakfast. The next day, my husband had to use his inhaler all day. I developed an sinus infection, and had to go to the doctors. We raced out of hotel early that morning, exhausted, and drove home! I would never use a Red Roof again, based on my experience hear, nor would I refer a customer! Horrible conditions. I would like all my money back based on this experience. I would like an inspection of this deplorable hotel. Letting homeless people s**y in the hotel is not good. Letting people hang outside in parking lot, made me feel unsafe. S**ff new of the homeless situation, and let them s**y there! We never felt so unsafe in a hotel. ** ******* ** **** * ******* ****** ******* **** New York, and he said never again, this place is not safe. Never would I ever recommend this hotel brand to any of my customers, based on this experience. I did not even care if I got the second night refunded, we could not s**y there. Now that we are home, I wanted to report this. It was difficult finding an email of who to report this to. Hopefully I have the correct emails to corporate that can do something. Red Roof PLUS+ Jacksonville -   ***** ******** ************ ****** **********

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