Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2nd I paid $254.08 to stay in Red Roof PLUS+ & Suites ***** while I relocated from *********, ***** to *******. On August 3rd, I complained about the dirty sheets and towels. The employee gave me a receipt indicating that a full refund was being issued to my Master Card for the full amount of $254.08. Since my bank account was not showing the refund I called the hotel and the employee assured me that I would receive a refund but that it might take a couple of days depending on the bank. I never received the refund but I have kept the receipt which I have uploaded in the supporting documents section.

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family rented an Air *** in *************** during the week of 10/5/2024 through 10/14/24. Hurricane ****** ****** and the power to our Air BnB went out at @10 pm on Wednesday 10/9/2024. We spent the following night Thursday 10/10/24 in the Air BnB without power. We were hoping power would be restored but realized due to the amount of devastation caused by the Hurricane that power being restored in a timely manner was unlikely. We needed a hotel room after Hurricane ******. We made an online reservation with *************** at Red Roof Plus *****N. 30th Street Tampa Florida ************** from Saturday 10/12/20241 through Monday 10/14/2024. We were able to get a room for Friday 10/11/24 at the Holiday Inn Express in ******* but only for that night. We were shocked when we stopped in to find out that the hotel had no power and that the power had been out since Hurricane ****** came through on Wednesday night. We spoke to the only employee who was in the lobby at time. Our complaint to the employee was the 3rd party vendor should have never taken reservations on a hotel without power. He informed us that the hotel had notified ******** Corporate that they were without power and that vendors should not take reservations. We contacted the number on our reservation ************** and spoke with them while at the Red Roof Plus, they told us they could refund our funds if the employee there would approve the release of our funds, the employee stated that he did not have the authorization to approve the release of our funds. We were perplexed to say the least? How can you take reservations on a hotel without power? The employee informed us that he had no idea when power would be restored. We escalated the situation with customer support at hotelvalues. We eventually received an email from **************************** declining to refund our funds. Apparently *************** is a company that operates as a subsidiary of *************. Ref #CN05537889 R5207864695

  Customer Answer

  Date: 11/06/2024

  This email is to inform you that the case ID ******** submitted on 10/20/2024 against Red Roof Inn has been resolved.

  Thank you for your assistance.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We won two VIP Passes to ************ from a local Radio Station. We made a reservation through the ***** number. We verified that the passes were valid at The ************ at ******************************. The ***** agent from ******** Inn confirmed that the passes would be valid on Aug 30 and 31st. by calling the hotel. When we checked in the Desk agent confirmed that the passes were valid and accepted them.We agreed to a refundable $50 charge only. Upon check out we were charged $261.54.We were told by the desk agent that she made a mistake and that when the manager came in it would be corrected. That she could not correct it. The desk agent was the same agent that accepted the passes. My family and I waited in the Lobby for 2 hrs while the manager avoided us. The manager said he was not accepting the VIP Passes although the ***** reservationist and the desk agent told us they would. We never authorized the fraudulent charges nor did we provide them our credit card for these charges. If we were told at check in that the passes were not valid we would not have stayed in this Hotel. Also, the manager would not return the passes and kept them. In addition the Hotel did not have any Hot water.The Hotel does not have hot water. In addition the hotel had a ***** problem. Multiple people came into the lobby complaining.The manager was crude , threatening and offensive. I felt on several occasions he was going to strike me. At one point he " wanted to take it outside" . Also, he threatened to pepper spray me if I did not leave his desk area. My self and my family (Wife and two children) was extremely shocked and threated by his behavior. The manager fraudulently charged my credit card with no authorization. this event was witnessed by my wife and children who can collaborate all of these statements. I am a retired federal employee with a secret security clearance, my wife is a RN, and my son is an Eagle Scout.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been at this red roof plus and suites for almost a year due to lack of transportation it is close to my work ****************** walking distance. The management has always treated me very rude, house keepers act like they cant help or speak English. I have learned to ignore that. I started noticing German c*** roaches , couldnt find the reason until I seen one by the fridge and decided to look under it ! They were scattering and running out by the groups !! It was awful, I struggle with them lately in my car to bc I bring my bags in and out! Never had that problem. Ever. When I told the front desk people, the manager told me it was my fault bc the room must be dirty !! And was super rude ! Didnt even care, but obviously doesnt understand how roaches work or multiply ! I also have had to had my ac cleaned for black mold flooding out of it and was sick for a while, when I showed the manager they acted like they didnt care and it was my fault as well. I have noticed black mold on the shower, when they give me sheets every so often they still have an odor and stains, if I bring them right back to them they say they dont have any more. When I am in need of a clean towel after giving them mine and need to shower, they tell me they cant give me any bc they dont have them and I have to wait! There has been so many things I just never get an answer to no matter if I try to clean it myself or ask for help they never get the problem solved ! And treat me like its my fault, but I know I cant be the only one who has noticed the mold or bugs or lack of management! I have pictures and videos to big to upload how todo so please let me know! I really think someone needs to inspect this place is filthy

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon checking in I was made to pay $55 extra because I was early. I got into the room and it was very hot so we turned on the *** We got dressed and while dressing a man walked into our room stared at me for a moment and said just checking and then walked out. I reported it to the office. I immediately left after dressing. Don't know if they resolved this issue or not. Got back at **** at night. At this point it was even hotter in the room. Called the office. They sent someone that could firmed the ** was not working. He told me he would be back. An hour passed with nothing. I went to the office. The clerk said there was no rooms and I could talk to the manager in the morning. My husband stated that my kids can't sleep in a room this hot. Clerk said " I don't care,I don't have kids". After some back and forth the security guard found us a room. But we didn't get in it until after 1am. On the last day when taking stuff to the car my husband and 9 year old girl took some stuff. I noticed a man outside the door that I assumed to be a housekeeper because of the cart, he was not in uniform. My husband came back and me and him took some stuff down. When I came back my oldest daughter( that had been getting dressed) looked terrified. She said that the man just walked in the room on her. Now this man only knew that my 9 year old girl was in there and we had left. I reported it to the office and the police also with no answers.I feel I deserve a refund of the $55, the first night($119+tax), and the last day ($119+tax), seeing how I didn't even have an acceptable room until the ********* had no privacy on these days, since different men keep coming in looking at me and my daughters.