ComplaintsforRed Roof Inn

• Initial Complaint

  01/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked in and immediately was told that their elevator was broken, and if I needed towels that I would need to come down myself to get them at the desk. I shrugged it all off as I was tired and proceeded upstairs to my room. I entered my room and went straight to bed and fell asleep for a few hours. Woke up and turned lights on as I heard nothing but people horribly screaming and dogs barking and I got up to use the bathroom. I then noticed spots of blood on the wood floor! I immediately was mortified and gathered my belongings and left the building right away. Once safely in my car and exiting the parking lot I called the front desk and told them of my issues. I was assured that I would not be charged and I received an apology. A week later I noticed my bank statement and they charged me full price! I called and they wouldn’t do anything about it and weren’t very friendly. Mind you I’m a younger single mom so my safety comes first!

  Business response

  02/10/2022

  Dear ****** ****, 

  We were very sorry to hear about your experience at our highly ranked and very popular hotel here in Osage Beach. We take all comments very seriously and implement corrective action as necessary...   your comments are no exception.
  

  
  

  According, to my notes you checked in around 2 pm on January 15th. I am not sure of the time you left as we received no notification of this until after the fact.  For the quickest and most efficient hospitality service at Red Roof Inn, we encourage all our valuable guests to simply stop by our front desk anytime, 24 / 7 for immediate assistance or with any issues.  This is simply the most efficacious way to achieve instantaneous service. Open communication and clear presentation are essential in life. This is why, at check-in, we kindly request you let us know how we might better serve you, should a concern arise. You did not give us the opportunity to resolve the issue on the spot. This implicitly requires your meaningful and active participation while you are actually at our hotel, not after you return home.

  
  

  Specifically, if you had informed us that you encountered noisy guests during your stay, we would be there in a flash in order to rectify the situation to your complete satisfaction... we at Red Roof Inn absolutely guarantee it.   Waiting several days, well beyond your actual date of departure, to inform us of a readily correctable situation is counter-productive, because it intentionally defeats the purpose of our on-site corrective action program & obviates our ability to ensure you have an outstanding stay, which is the actual reality of the overwhelming majority of our guests here at Red Roof Inn, Osage Beach. We are simply unable to assist you during your stay, if we do not learn of your concern until you leave. 
  

  
  

  Per our policy, we cannot issue a refund if we were not aware of the situation during the stay. 

  
  

  Thank you again for sharing your experience.
  

  
  

  Thank you.
  

  ****** *****

  Customer response

  02/10/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I immediately called the front desk as soon as I left the building with my concerns. I was immediately told that I would not be charged and I was given an immediate apology. The building gave off a very unsafe environmental feel for a single mom. The fact that I am only seeking a refund should be a simple solution being that there was blood spots found in my room. That is a health and safety violation on the business. If there won’t be a refund given then I will be contacting a lawyer about this situation. I have made numerous attempts by phone call to the building and now have reached out through the BBB. If I have to take this further then I will. This is absolutely not ok and not good customer service. 
  
  Sincerely,
  
  ****** ****

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