Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  1. I paid for a SMOKE FREE PREMIUM KING ROOM.2. The room is so smoked in that I cant sleep 3. The premium features are not here.no nice pillows, no snack boxes etc 4. Coffee machine is missing tray that is used to make the coffee. So no coffee.5. The room is clearly dirty. There is sticky stuff on the night stands and there was pee on the rim of the toilet and some sort of backsplash on the wall?6. Mold on chairs 7. Dirty shower So what am I paying extra for!? Tried to get help for atleast a refund and the front desk attendant acted like he had never been there before. He also told us management would reach out to offer a refund and that was clearly a lie. The worst part is that we used to like staying here and I would have continued to book here if they had done right and refunded us for sleeping in someone elses filth. When you ignore and treat your customers like they dont matter, they wont come back.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 3 I stayed at the red roof plus in Statesville North Carolina room number 132. The tub was very dirty, someone’s drinks was in the fridge and there was not enough toilet paper. We made do with what we had but there should have been more available. I told the front desk and he had me write everything down saying someone would get back to me. I called two days later and was told I would get a call back. I called three more times and was told the same thing. this is unacceptable and unprofessional. It’s common courtesy to return a call. Just for the record I did talk to three different people.

  Business response

  02/16/2023

  Hello,

   

  This the Red Roof Plus management reaching out to you about the issue you had during your stay at out property in January 2023, we will be issuing the refund of $25.00 that is  30% to the payment method received since you stayed the whole night , so we won't be able to give you full refund.

  Please reach out to us for any concern.

   

  ***BBB Note: Submitted separately by the business:

  Hello 

   

  Just to give you an update guest also apple for the chargeback for the full amount of stay, and plus guest didn't address any inconvenience or problem during the stay, if she had address we could have took some actions by changing the rooms .

  Customer response

  02/17/2023

   I am rejecting this response because:
  
  Yes we stayed the night after being exhausted driving 14 hours. We did not realize there was a problem with the room. We didn’t notice the dirty tub until the morning. Also we didn’t notice there wasn’t enough toilet paper u til we needed it! I called 4 times, each time I was told the manager would all me. It took 6 weeks for a response. I just think this situation could have been handled better. 

*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. ↩