ComplaintsforRed Roof Inns

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I attempted to stay here on July 13th 2024 and the hotel staff was terribly rude also doing something I have NEVER had done before. I was given a room that was not yet cleaned and then the front desk lied to my wife and claimed I said " I was fine with the room not being ready and would wait" So, If I said I would wait, why would you give me a key to the room. When I contacted my booking agent the staff would not answer the phone. I sat at the window and listened to the phone ring and they chose not to answer. I have done my fair share of traveling and I have NEVER been given a key to a room that has not yet been cleaned from the previous patron. Instead of explaining the situation to me I was literally cursed out by the gentleman at the front desk because I did not understand what he was sharing with me. Amazingly, as of July 26, 2024, **************************************************** touch with the property manager. I feel as though they are not trying to address the issue. If you have an inkling of care for your family and self I would not stay here. We can not continue to support companies who provide sub standard service and sub standard customer service to the community. Now you are lying saying I stayed at your property. I gave your keys back to your front desk clerk who literally cursed me out when I asked him to show me as checked out. He said " I cant do that it is automatic and only the computer system can do that". I asked if a person stays for 4 hours then checks out what happens and again cursing at me he said, " the computer automatically checks them out at check out time. If you check your cameras you can see that I gave the key back and did not stay at your property.I would just like to have my money back as I did not stay at your property.If you truly care about your customers, and customer service I can be reached at ************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I reserved a room for 2 nights at the ************************************* location for a total of $189.26. The room was reserved for 8/18/2023 and 8/19/2023 with a free night on 8/20/2023 through the RediRewards member program. I checked into the room late on Friday 8/18 early Saturday 8/19. Upon arriving, I had issues with the key and had to ask for a new key before checking into room. I woke up and went to the store on Saturday 8/19 and came back locked out of the room. I went to the front desk attendant and tried explaining what occurred only to be dismissed and told I could just sleep in another room available that night and issue would be resolved on Sunday 8/20. The issue with this is I had unpacked my belongings and seizure medications into the room so I could not go that long without access to my seizure medication. I attempted to explain this to front desk attendant who repeatedly dismissed me every time until finally walking away from me. I decided to go to my cousin's apartment on 8/19 and spend the night with him because I could have a trusted individual around in case I may have seizure because of me not taking medication due to it being locked in room at Red Roof. I have been attempting for ***** hours to speak with a manager or supervisor about a refund without actually speaking to anyone but front desk attendant who keeps saying 'Manager is not in. Call back later'. This location should be permanently closed as there seems to be illegal activities taking place on the property as well as lack of professionalism by staff working at location.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked through hotels.com in may. On June 10th we checked in to the red roof inn *****************************************************, we checked out june 11th. I was charged for 2 nights and they claimed hotels.com never sent them updated reservation for only 1 night and refused to refund the extra night. I contacted hotels.com and they called the red roof And were told to call back at 10:30 am when a manager was available, we called back at 10:30, they said call back at 1pm when manager was available, hotels.com called And i called and we we were told to call back at 3 pm, then toncall back the next day at 10:30 am and the cycle repeats NEVER ONCE talking to a manager. Then they told hotels.com they didnt have my reservation, but somehow checked me in? Then they were back to saying hotels.com never sent them updated reservation for just 1 night. They never gave me a receipt and refused to send one to show me the dates. They continue to refuse to refund and wont let me or hotels.com speak to a manager to clear it up. Hotels.com was calling them to verify that it was supposed to be only 1 night. Was supposed to be ****** but instead they charged ******.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I put the room with the Red roof inn on February 25th for one night for the amount of $95. Upon arriving around 10:30 at night we checked into the room, received our keys and went up to unload. Upon walking into the room that we noticed a very strong odor of smoke along with looking around the room you could see the room was very filthy with stains on both mattresses and sheets and debris along the walls and would look to be a burnt out light fixture along the top of the wall. We then went and requested a different room as this room was filthy and upon inspecting the new room also found there to be stains on the sheets debris upon the floor and what look to be blood in the bathroom on the walls within requested a refund and the receptionist just shook her head stating no and then informed I would file a complaint. I then took my family who were very disturbed at the situation and checked into a hotel across the street. Upon calling the next morning to file a complaint with the corporate office, I left a complaint and was told that would receive a response within 24 to 48 hours. Upon receiving my response this morning I was offered only half of what was paid for the room that was not stayed in. I then stated that I would was not satisfied and when like a full refund of my money. Upon filing this I received an email directly back saying that the matter was closed and nothing else was the going to be done. And that I should talk with the manager of the hotel to receive anything further. I had already spoken to this manager who was very rude and told me that because I filed a complaint with corporate he would not do anything because he was already out money.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 3rd, 2022, I booked a room at this Red Roof Inn for July 18th check on and July 19th check out. The rate quoted for this room was $63.74. However, when I got the email with the receipt, they tacked on $42.54 in Tax Recovery Charges and Service Fees. I immediately attempted to contact Red Roof Inn both at their 800 number and at the hotel directly. After 40 minutes of waiting to speak to a person, I called the hotel directly. It said no one was available. After an hour of attempting to get this reservation cancelled, I had to stop as we had arrived at our destination . Today I finally got ahold of someone at the 800 number who tries to tell me that I agreed to the charges when I made the reservation which is completely false. The email receipt is the first I heard of these extra charges. The 800 operator refused to refund my money. Adding on these extra charges is not acceptable and I want my money returned to me.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a reservation through Hotels.com for a room on May 14th for my grandson who was driving my car for me from ******* to ******** for the summer. When he got to the hotel, they refused to give him a room because he is 19. I asked to speak to the desk clerk but she refused to speak to me. I then got a room for him at the Rodeway Inn instead. The next day I called to ask Red Roof Inns to refund my purchase which was for a Hotel's.com reward night plus a small amount of cash. The clerk said I would have to talk to the manager who was not there because only he could issue a refund. I asked when he would be there and called at that time. That happened five more times but he was "never there". Finally I called Hotels.com to ask for their help in getting the refund. They called three times and also could not reach the manager. This isn't about the money. It is the principal of a company charging for a service then not providing the service paid for and refusing to provide a refund. I hope you can give them a very *******************.***********************

  Business response

  07/16/2022

  I am going Refund guest Money.

   

  *****************,G.M. Redroof **********,*********

  Customer response

  07/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, assuming I actually receive the promised check.
  
  Sincerely,
  
  ***********************

*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. ↩