ComplaintsforRed Roof Inn #042

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 2nd 2024 I went the Red Roof Inn located in Henrietta NY as a guest. I attempted to pay with my credit card ending in 4753 . The hotel male that ran my card said it didn’t go through on there end but the funds went through on my end with credit card company which caused me to pay by cash .Due to an error on the Red Roof Inn side of things I”m short 150.00 dollars and the hotel has made no effort to reimburse me for the funds. The hotel won’t even reverse the charges so my credit card company can put the funds back on my card. Requesting that the funds that were taken off my credit card that weren’t used for the motel room be reimbursed immediately and that the hotel reverse the charges on my credit card because I paid in cash for that night.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ON 8/02/2024 I stayed at the Henrietta Red Roof Inn for 1 night upon checking in i was required to pay a $50 deposit which placed on my debit card and was told it would be returned upon checking out. Checked out on 8/03/2024 without incident. called motel on 8/8/2024 to inquire why money had not been returned to card. spoke to a man that his records showed the deposit was returned to me on 8/2/24 to my debit card, i attempted to explain that was impossible since i did not check until 8/3/24. he kept repeating deposit was returned on 8/2/24 then hung up the phone. it is now 8/20/2024 and the deposit has not been returned to me

• Initial Complaint

  08/12/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  I stay at Red Roof Inn on 8/3/2024 -8/4/2024 my hotel room was infested with cockroaches and the room was dirty and gross . I called the hotel and talked to the manager and told him my name and the room *** that my room was infested with cockroaches and I told the manager if he was going to do about it he said he would call me in 48 hours I told him if he don’t give me a refund I’m going to call the health department on them I did call .the manager at Red Roof didn’t call me back on Thursday so I called him on Friday and he told me to I’m banned from the property because I called the health department on them He told me I’m not getting any refund so that same day the Health department called and told me that the hotel room had cockroaches and they told Red Roof Inn that they can’t let anybody stay in the hotel room I stayed in I want my refund back. The manager for Red Roof Inn was rude and disrespectful to me I will never stay there again ********* ******

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked through ************ for 9/22-25 for $228.08 and I asked them if they can have someone in the lobby because I won’t get out of work until 12am, they said they’ll have someone there for me. The 22nd, I figured out that I was able to drive to the hotel during my lunch and check in. I checked in around 6:30p And went to the room to make sure the keys worked. As soon as I opened the door, it looked and smelled sad. I checked the bathroom to see how big it was- it was not- and then I left. I did not check the bed. I go back and finish my shift at 12am, I go back to the hotel and I finally check the bed before I decide to sit on it. It was disgusting. There were crumbs and what looked like bug poop or SOMETHING, there were random stains where my head was supposed to lay?? I tried to call the front desk since someone should have been there for me. I let it ring but no answer. I hung up and called again; still nothing. I walked all the way to the lobby in the pouring rain and when I got there, nobody was in sight. Rang the doorbell: some guy came out and I asked him why he wasn’t answering the phone and he just shrugs it off. I told him about the room and how filthy it was and he just didn’t care! Offered me another room, but I told him I didn’t want another room, I wanted a REFUND. He told me only the manager can refund me in full and to call back TOMORROW in the MORNING to get a hold of him. I left the hotel and had to sleep in my car for the next few days. I tried calling 4 times over the course of a week to get ahold of him. I kept getting told he was out for the day and to call back the next day and then “he’s at a family event.” A week AFTER the 25th, he finally picked up. He didn’t seem remorseful at all and told me he can only refund me for ONE night ~$84. I asked him why I couldn’t get a whole ref if I didn’t stay for more than an hour and he didn’t have a legit reason and hung up on me.RRI offered me a free stay, I said no, just a refund and they said no.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The purpose of my email is to attempt to get satisfactory resolution for a horrible experience we had at the Henrietta/Rochester location on 9/23-24. Please know we did attempt to work with both the location as well as the guest relations department to no avail. We stayed at the location overnight for a competition in Victor, NY. We checked in just to drop off our bags and left to get lunch before the event from 5pm-9pm followed by dinner returning to the room late and going directly to bed. Upon waking the next day we first saw a roach on the wall. Deciding to leave immediately we began looking for our shoes. At this time we discovered the bureau drawers contained trash, dirty COVID mask, and marijuana packet as well as dead bugs. Additionally, under the beds were full of trash, food and clothes (not ours). As i stated we went to the desk where we were given a $20 refund and a promise of the remaining funds within 72 hrs. This obviously didn't happen Upon filing a complaint we received a form response advising "Nothing could be done". Having been in Customer Service for many many years, i know something can always be done. I'm sure i don't have to express that besides being completely unacceptable that the rooms are not being thoroughly cleaned in the times of COVID, there are additional glaring problems here. Not least of which the child endangerment of drugs being easily within their access. I have since seen the numerous reports and complaints from this same location (prior to this i have always been satisfied with Red Roof). i know this must have been on your radar before now. I know many guests will take the brush off and move on i must say we will not do that. Because my children were subjected to drugs, filth and potential illness i do not think this is something to be ignored and we are prepared to take this to the News, NYS Dept of health, and Law Enforcement id necessary. I will attach photos and hope you will agree, a satisfactory resolution is needed.

*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. ↩