ComplaintsforRed Roof Inn

• Initial Complaint

  07/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for a completed two qualifying stays with red roof inn during a current promotion. I was told that I signed up with two accounts and they could be combined. Now Im told that the computers are messed up again and no one can do a thing about helping me. Ive called over 8 times!

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a stay at the red roof inn ********* from April *****th. We paid a total of $288.73 for the 3 nights. After checking in, we experienced extreme safety concerns. We saw two drug deals take place in broad daylight in the span of 10 min. This included cars peeling out and speeding off of the property. There were random people coming and going to these individuals on the property who were clearly dealing drugs. Anytime we went outside to unpack our car, they were staring and attempting to intimidate us. They were not guests at the property. In addition, there was an encampment of homeless individuals directly next to the property who kept wandering onto the property. there were individuals casing cars on the property and appearing as though they were looking to steal. I was personally harassed in the parking lot and approached by a strange man who made me fear for my life. We felt terribly uncomfortable and unsafe. We are in the middle of a cross country move, and we did not feel safe with many of our life possessions with us. In addition, I suffer from severe PTSD and have a documented VA disability for PTSD. The extreme safety concerns were extremely triggering for me and made me on the verge of a panic attack and mental breakdown. We could not stay here without fearing for our safety. In addition, the rooms were filthy with pubic hair in the shower, hair on the beds, etc. We told the front desk and had to pack up our cars again and find another place to stay and leave. I contacted the manager and corporate and asked for a refund. The manager will only give me a refund for 2/3 of the nights. This is extremely unfair because it is not our fault that we had to leave early due to their lack of ability to provide safe and clean accommodations. We shouldnt be expected to stay at a place having literal drug deals in the parking lot directly outside of our room.

  Business response

  05/03/2024

  The guest has already been refunded 2 of the 3 nights.  The first night is non-refundable due to the room not being re-rentable after their brief stay.  There were zero complaints to the front desk about any disturbances in the parking lot.  I have no way of confirming any of these things they state happened.  This has been explained to the guest multiple times.  

  Customer response

  05/05/2024

   
  I am rejecting this response because:
  
  I want a refund for the first night. The hotel was not fully booked for that night, so the excuse of not being able to rent that specific room out doesnt make sense

  I Actually have phone receipts for us calling the hotel and also us talking to hotels.com, who then called the hotel about the issues with the drug deals in the parking lot. The front desk was also notified once again when we checked out, so a total of 3 times they were notified about the dangers in the parking lot. The front desk worker told us that they were unable to refund us because the manager was not on shift, and gave me the managers contact info. I contacted the manager accordingly, and was not given a refund for the entire stay.
  we did NOT want to change hotels. It was a huge hassle and negatively affected our trip, but we had no choice because of how dangerous the hotel was. The least that the hotel can do is refund us for the other night, which we were unable to stay at the hotel due to fear for our life/safety/and possessions. 2/3 nights is not acceptable. We checked out a few hours after we checked because we had no choice. We did not stay there for ANY nights so we need to be refunded for the entire stay. Once again, this was NO FAULT of our own. The conditions at the hotel are DANGEROUS and the fact that the manager of the hotel refuses to refund for that night and has no sympathy/empathy/or apologies speaks volumes. It is very clear that the hotel manager encourages or accepts the behavior of drug deals on his/her property at the very least. For the lack of concern about these condition, it makes me think if the manager is involved in these dealings as well. 

  Business response

  05/06/2024

  I understand the guest rejected the reasoning but that's the company's final answer

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Red roof motel delivered a substandard product:1. Dirty in general, floors unclean, walls stained.2. Unsafe, door locks broken non functional. Long term residents with unlicensed vehicles in parking lot, homeless persons walking about units panhandling.I made this reservation in advance and did not know the condition of the property.

  Business response

  08/29/2023

  This guest has already addressed his concerns with our customer service department, and I have responded via email.  We have no validation in his complaint concerning the hotel. He's making bogus complaints trying to obtain a refund.   The vehicles in the parking lot are none of his concern, however, the vehicle he says is not register, is in fact registered.  The tag is in the front window.    And the people who pass through our parking is out of our control.  He doesn't even know their circumstances; he is just being judgmental and assuming they are panhandlers.  I won't pay heed to his accusations. 

  Customer response

  08/29/2023

   
  I am rejecting this response because:
  I stand by my original assertions that the motel provided a substandard product: dirty surfaces (floor, sink, dresser tops), unsafe (broken security locks with a combination of long term residents and vagrants roaming the property), and a lumpy worn out mattress. I made these comments to the female morning manager and she admitted that there was a real homeless problem in the area. In red roofs internal communications this manager reduced my complaint to a lumpy mattress which they apologized for but did not offer any redress.  Seldom in my travels have I run across a property in this sorry a state which is why I choose to make this complaint.  

*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. ↩