Complaints

This profile includes complaints for Red Roof Inns, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Red Roof Inns, Inc.

  7815 Walton Pkwy New Albany, OH 43054-8482

• 

  Red Roof Inns, Inc.

  605 S Front St Columbus, OH 43215-5777

• 

  Red Roof Inns, Inc.

  605 S Front St Ste 150 Columbus, OH 43215-5809

• 

  Red Roof Inns, Inc.

  The Red Roof Building Ste 150 605 S Front St Columbus, OH 43215-5777

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RediRewards #********** They deleted ****** points with NO WARNING and I want them reinstated.They are using the "excuse" that my account had no activity. However, I had a reservation for August 2024 which I had to cancel due to a death in the family. At the time I was on the phone with them to cancel that, the agent assured me that due to these circumstances, he would extend the expiration of my points for another 14 months from that date we spoke which means I should have until OCTOBER 2025 before they would expire. I have multiple Red Roof reservations upcoming this year so there will now be activity on my account.

  Business Response

  Date: 04/07/2025

  Hello *******,
  
  Thank you for your comments. Please note that your account was reviewed by the RediRewrds Membership Team and the resolution aligned is as follow; If you have a paid stay by 6/2/2025, 1000 points will be returned to your account. As per the RediRewards Terms & Conditions  "A member's RediPoints will expire if no RediRewards completed stay activity is recorded during a consecutive fourteen (14) month period. Expired RediPoints will not be reinstated."
  
  Thank you,
  *******
  Guest Relations Escalation Specialist

  Customer Answer

  Date: 04/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23171067
  
  I am rejecting this response because: I had to cancel my stay due to a DEATH in my family and the Red Roof agent on the phone told me he would extend my points expiration to OCTOBER 2025.  They need to go back and review their telephone recordings so they can hear what their customer service *** stated to me and reinstate my points that they stole from me without any prior notification or warning.  This is a horrible way to treat a loyal customer.
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 04/08/2025

  Why was this complaint closed after only 1 response from the business???

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a room at this location. I get in the room and I am in the shower and as I was in there this guy walks in my room with the hotel key. While I am showering. I yelled who gave you that key? While I was in the shower. He hurriedly turned around as I was yelling that at him. I immediately finished my shower and called down to the front office and told them I was checking out and to refund my money. I mentioned how my fourth amendment rights had been violated and that was a safety issue. How shouldnt nobody have a key to my room. She said ok. When I got down to the lobby she started to check me out of the room stating that he was given permission to go in the room. I told her how I felt and how this is. Not ok. She said management said it was ok for him to do so. I told her I wanted my money right then and there. So I can take my money somewhere else. Or issue me a comp because I shouldnt have to be going through this especially at this time of night. She told me that the man was told to do this and its my word against his. I got upset and then I said its after 1:00a.m he should not be going in peoples rooms and she should not be issuing anybody a key. She wants not taking accountability for her actions or her behavior. So I called the police. She was trying to have me leave out of the money and no hotel stay which is what I paid for. It wasnt until the police came is when she even started acting like she had some since. She acted as if what she did was no big deal. I felt violated cause this man came in my room while I was naked standing there in a state of shock. Finally police came and by this time its 4:30 almost 5:00 in the morning. I was told to contact the manger the next day and she gave me a key to another room.I felt disrespected, violated and threatened by the whole situation. She had no empathy for her mess up and took it as it wasnt a big problem. I just happen to stay in hotels until my apartment is ready to rent. This is a huge violation

  Business Response

  Date: 03/31/2025

  Hello *******!

  It looks like you filed a formal Guest Relations case with our corporate
  team under record ID ******. This case is still open, and we must allow the
  appropriate amount of time to seek a reasonable outcome with the franchise owner.
  I'll be closing out this BBB complaint to allow the dedicated team to work directly
  with you. Should you have any questions, please let me know.

  Thank you!

  ****,

  Guest Relations Escalations Specialist

   

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 228 I checked into the Red roof inn at 2015 ******************************************* *********** ********** I was there visiting my sister I walked in rented a room with my credit card and put $100 cash deposit as requested from the hotel on a room on the room needed to leave that evening due to an emergency back in ****** and turn my key and it was told nobody but the manager could return my $100 deposit my cash deposit when I returned to ****** I contacted the motel March 4th March 5th and March 6th and was not able to reach the manager I was then told I should call corporate so I did corporate opened up a case case number ******* and then on March 12th I spoke with manager again she told me that I'm the only one that can pick up the money and that it must be in person and I must do that within 14 days I was not informed us upon renting the room and was not told this in any type of document a signature or any agreement this is a ridiculous policy and is a scam to keep people's money such as mine I asked her if she expected me to drive back from ****** to ********** to get my $100 and she said that's what needs to be done nobody else can pick it up I can't send my sister that receipt and have her pick it up she said it must be the the person on the motel folio all I'm asking is for my $100 cash deposit back however that needs to be done I have the receipt here for a cash deposit and I have a receipt for the room I'm just asking for the cash deposit back the manager makes it hard to contact her.

  Business Response

  Date: 03/18/2025

  Hello *****!

  It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on March 13, 2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

   

  Thank you,

  Tamoya,

  Guest Relations Escalations Specialist

  Customer Answer

  Date: 03/19/2025

  This has not been aligned, resolved or refunded. This company refuses to refund my $cash deposit of $100 . Making the cost of 1 night $180. This is not satisfactory. Please refund my deposit. Red Roof has said I must appear in person for refund. I live in ****** and business is in **********. I had visited my sister  

  Customer Answer

  Date: 03/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23063809
  
  I am rejecting this response because: 
  This has not been satisfied. The company has told me I must return in 14 days in person to collect deposit. I live in ****** and had been visiting ****** in **********. This is not told at check in and at time deposit is given  this is their way of keeping deposits as a violation of fair business. 

  
  Regards,
  
  ***** *****

  Business Response

  Date: 03/19/2025

  Hello *****!

  It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on March 13, 2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

   

  Thank you,

  Alyssa, Guest Relations Escalations Specialist

  Customer Answer

  Date: 03/19/2025

  Hello,

  *********PLEASE REVIEW**********

  Please help me understand closing my complaint when business says they offered  aligned plan? They told me that I must return to *********** ********** in person to get my deposit, how is that any type of aligned anything? I was visiting from ****** (02/28/25)and manager was not on duty at check out and then clerk says manager is person to refund and call later, I called 03/04/25 03/05/25 03/06/25, unable to reach manager I called corporate and corporate says contact location I stayed. I call again location when I ask for manager, person says regarding what? When I say deposit, she gets rude saying only way to get deposit is to return to ********** and pick up in person. I was visiting from ****** and this delay in contacting manager, and is tactics to con consumers out of deposits. I have all supporting receipts and documents and this illegal hold of deposits  is not disclosed at any time, and said after stay is done. This is a motel and people travel and can not be expected  to return to **********, and delayed by antics that are outrageous and designed to con consumers out of deposits. If BBB believes it's okay to keep consumers deposits, they are not receiving honest and logical alleged resolutions. I paid $80;for 1 night with a cash deposit of $100 that business is refusing to refund because I won't travel back to ********** from ******* 

• Initial Complaint

  Date:03/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to cancel a reservation. They have not given me a refund.

  Business Response

  Date: 03/17/2025

  Hello ****-

  Thank you for your comments. Please note that we have a Corporate  Guest Relations team who are dedicated to handling such concerns.  At which Red Roof location did you have the reservation, in what city and state? May we have the first and last name in which the room was registered, and the confirmation number if you have it available? When you spoke with staff at the property about these issues, what was the outcome?

  Thank you,

  ****

  Guest Relations Escalation Specialist

  Customer Answer

  Date: 03/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23039175
  
  I am rejecting this response because: 
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:02/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ****** ******* my daughter staying a homestead inn in *******. I have to drive from ****** to ******* to pay the rent because your people say yall dont except phone payments. And according to them yall dont keep cards on file for payment. Which I think its bad business. I have worked all over the ************ and never ever had a problem paying rent over the phone are them holding my card on file. Except yall. And yall dont have a grace ******* Lady said that it had to be paid on exact date. Her rent due on 14 if month my wife doesnt get paid until 3rd Wednesday of mouth. They said can wait 5 more days. This is ridiculous. I will never ever stay in any red roof end again. And will pass word to friends

  Business Response

  Date: 02/18/2025

  Hello,

  The guest was contacted via the phone number on this complaint. I did not speak with the guest as the phone went to voice mail box. A detailed voice message was left, letting guest know they can reach out to the ************************** to file a complaint. The phone Number was provided to guest for this department.

  Thank you,
  Tamoya,
  Guest ***********************************mce-bogus="1" style="color: rgb(0, 0, 0); font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 11px;">

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After being at our hotel for less than 2 hours, my boyfriend got bit in 4 different spots. After reporting it to the front desk, that claimed we were lying and disturbing, and harassing the workers. I was not.

  Business Response

  Date: 02/18/2025

  Hello ***** ********,

  Thank you for your comments. Please note that we have a Corporate
  Guest Relations team who are dedicated to handling such concerns. We'd like to
  contact you directly but require a bit more detail. At which Red Roof location did you stay, in what city and state? 

  Thanks!
  Antwayne | Guest Relations Senior Agent. 

  Customer Answer

  Date: 02/26/2025

  ****** filed a complaint ******** against ******** Inn located in *********** last week. She and boyfriend had been in room less than 4 hours and he was eaten alive by bedbugs.  Has photos to prove. BBB advised her to seek a refund from Guest Relations. The response she received was poorly written and they refused to refund money -after only 4 hours in room. She is not pleased with response and wishes to re-open complaint. Her phone # is ************
   Her e-mail is ********************************
  

  
  

  Customer Answer

  Date: 02/26/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: Anaiya filed a complaint ******** against ************ located in *********** last week. She and boyfriend had been in room less than 4 hours and he was eaten alive by bedbugs.  Has photos to prove. BBB advised her to seek a refund from Guest Relations. The response she received was poorly written and they refused to refund money -after only 4 hours in room. She is not pleased with response and wishes to re-open complaint. Her phone # is ************
   Her e-mail is ********************************
  

  
  

  
  
  Regards,
  
  ***** ********

  Business Response

  Date: 02/26/2025

  Hello *****,

  It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. This case is still open, and we must allow the appropriate amount of time to seek a reasonable outcome with the franchise owner. I'll be closing out this BBB complaint to allow the dedicated team to work directly with you. Should you have any questions, please let me know.

   

  Thank you!

  Alyssa | Guest Relations Escalation Specialist.

  Customer Answer

  Date: 03/13/2025

  Hello, I was unaware of the email hopefully its not too late. I decline red roof inns response. I simple want a refund. They claim we were in the room using there amenities for 4 hours, called us liars and then said we were just trying to get a room, then they we threatening me. I wanted my full refund not problems. 

  Business Response

  Date: 03/13/2025

   

  Hello *****,

  It looks like you filed a formal Guest relations case with or corporate team under case ID ******. A reasonable resolution was communicated to you on March 1, 2025, in which there was no response. As stated in the offer letter, the offer expires 7 days after the offer date. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

  Thank you,

  *******

  Guest Relations Escalation Specialist

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation while driving to ********, Florida prepaid on the phone had no idea my room was gonna be so horrible Ive tried to complain. You cannot get corporate to do a complaint. Its **************** and they just give you the runaround. Theres no corporate number and no corporate person you can find a number for. I had no Kleenex, no shampoo and they were gonna cut the water off for several hours so I had to leave so I could not shower the floor was sticky and nasty. They had nobody to clean And then I went to the ice machine. There was a big sign out of order And they didnt care to call anybody they said I could go next-door and get ice. Why would I do that?? I would just like to get a full refund and I cant seem to find the hotel manager in **************** will continuously refer you to the hotel its just a runaround I stay January ***** ********, ******* Its close to the village as you would think they would have better service considering The Villages as such an upscale community I had to buy all the products I was added in the room and **************** with red roof is terrible. Im just shocked that I cannot get in touch with anybody to get my money back and they offer a guarantee of service. There is no account number. My payment was ****** on *********************** Express I do have pictures if I need to send them later

  Business Response

  Date: 02/04/2025

  Hello **** *******, 

  It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 01/26/2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the location directly.

   

  Thank you,

  Alyssa | Guest Relations Senior Agent.

  Customer Answer

  Date: 02/05/2025

  
  '**** *******' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Attachments
  Tue, Feb 4, 2:46 PM (1 day ago)
  to disputeresolution, ********
  
  Dear ************************ find attached, a few photos of the poor condition this particular property is in.   The ice machine was not working, the pool was right outside our room (152) it was filled half way with algae grown water which permeated an offensive odor.  Each time I walked my dog (which, by the way because pets are allowed, is the only reason we chose to stay there,) I would cover my mouth and nose because the smell was so bad.  We also had to wipe small partials out of the tub before we showered which, I assumed came from the cracked ceiling right above the shower head that was bubbled up and from a water leak on the second floor.  (Please see picture).
  
  This was absolutely the worse lack of customer service experience weve had and we attend dog shows regularly throughout the year.
  Our beds werent made not once, there was no facial tissue and the shampoo dispenser were empty after we used it the first night.  Thankfully we always travel with extra personal toiletries. 
  
  I recognize that our initial complaint was regarding the poor level of guest services particular the filthy floors in the room and, while I did not take a picture of the wash cloth I used to wipe my feet after coming out of the shower and getting into the bed,(because I couldnt feel the stickiness,) it was so noticeably filthy and most certainly caused me to have two restless nights of sleep as I get up at least once in the middle of the night to use the bathroom and I couldnt get back in the bed without re-wiping my feet and now Im wide awake before dosing off again. The sad part is that, the gentleman I complained to had someone come to the room and at the very least sprayed pine sol in the room because we could smell it when we returned but, I had to check to see if the floor was clean and I promise you, the towel showed my fingers outline in dirt/grime that came from the floor.  Lastly, I am including a picture of a letter that was shown to me about the water department coming to shut off the water which further added to our disappointment and, this was shown to us at 1:14pm on January 17, 2025 which was our second day and it didnt seem wise to check out and give this establishment our hard earned money for a second night since it was passed the 11:00am checkout time and then go check in somewhere else for the night. 
  We endured the second night the best we could and checked out promptly at 8:30am the next morning. 
  
  
  
  Sincerely,
  **** *******
  Sent from my iPhone

  Business Response

  Date: 02/05/2025

  Hello ****!

  It looks like you filed a formal Guest Relations case with our corporate
  team under record ID ******. It looks like the case was closed on 1/26/25 as a
  reasonable resolution was aligned. If you are dissatisfied with the resolution
  outcome, please contact the franchise location directly.

  Thank you,

  Venecia 

  Guest Relations Escalation Specialist 

  
  

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i stayed the night tonight here at the one on outer ** in saginaw mi red roof inn-frakenmuth saginaw outer **ive saginaw in Room *********************************** the whole room. The alarm clock didnt work. The phone didnt work and was missing keys behind the nightstand was a nasty smelly,fermented milkshake that was old from who knows when the milkshake stuff was even hard laying back there, we found like eight bugs in the room we had to kill. There was blood on the wall, some ****** towels beside the tub, some **ug paraphernalia up on top of the hanger thingno trashcan in the whole entire room yeah nasty. I would like our money back.

  Business Response

  Date: 01/31/2025

  Hello ****** *********, 

   

  Thank you for your comments. Please note that we have a Corporate
  Guest Relations team who are dedicated to handling such concerns. We would like to open a Guest Relations case on your behalf but will need more
  information, please. At which ******** location did you stay, in what city and state? May we have the
  first and last name in which the room was registered, and the confirmation number if you have it
  available? When you spoke with staff at the property about these issues, what was the outcome?

   

  
  Thank you,

  *****

  Business Response

  Date: 02/10/2025

  Hello ****** *********, 
  
  Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such concerns. We would like to open a Guest Relations case on your behalf but will need more information, please.  May we have the first and last name in which the room was registered, and the confirmation number if you have it
  available? When you spoke with staff at the property about these issues, what was the outcome?
  
  
  Thank you,

  Alyssa | Guest Relations Senior Agent.

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January ******* I confirmed my reservation for my second night, after getting breakfast next door at the pancake house with the vaulter they give for breakfast. My family was able to stay in the same room. I have three children , am pregnant and homeless. There was a severe winter storm that had come through as this shelter was necessary for the weather conditions. Upon checkout, My children made their bed which was closest to the bathroom away from room entry. I made the other. Took all trash to garbage can. Put all dirty towels in tub in a pile. Left the room spotless. When I went to Hand in the key at 11am I had specifically asked if someone could check the room as I was in need of that refund back in full. Lady at front desk stated she didnt have anyone to check the room at the time , that if I called back around 2-3pm she could have an answer for me. I called back at 3:04pm and the lady confirmed my name and the room I was in (209) and then told me that my refund was returned in full. On January ******* I received a refund of $75. As I was concerned why it wasnt in full I called red roof as soon as I saw it. I was then notified that there was a yellow stain on the duvet on the bed which is why they kept $20 from me. That was not made aware of when I called at 3:04pm on January 20, 2025 (day of checkout). When speaking with the person at the front desk on January 21st @8am, she told me she would send a copy of the photos submitted with the checkout which was confirm around 12:30pm before I spoke with the lady at 3:04pm. When received the email I replied that the stain was not on the bed in the room I left as I wouldve seen something that bright . On top of there not being anything with yellow nor any substance to make such a stain in the room at the time of our stay. Being homeless is very scary as $20 isnt a lot to them as stated in an email from red roof employee, but $20 is to me when I have three children , pregnant and HOMELESS!! Please refund

  Business Response

  Date: 01/22/2025

  Hello ****-

  Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such Concerns. Can you please provide a bit more detail, Which location did you stay? Do you have a confirmation number that you can provide?

  Thanks!

  ****

  Guest Relations Escalation Agent 

  Business Response

  Date: 01/29/2025

  Hello ****

   Thank you for your comments. Please note that we have a Corporate
  Guest Relations team who are dedicated to handling such concerns. We'll use the
  information you provided to create a case internally and will contact you directly
  moving forward. Please look for our communication within 24hours. We are
  committed to working with you and the franchised location to align a reasonable
  resolution.

  Thank you!

  ****

  Guest Relations Escalation Agent

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently stayed at the red roof inn at **************** in ********* *********, and may I say that was the worst experience Ive ever encountered. The atmosphere at the establishment was horrific, not to mention the terrible stench of mold and cigarettes as you walk the corridor as well as upon entrance to your room. After staying at the establishment for roughly 7 days there are multiple factors that have contributed to the sickness both me and my guess obtained upon staying there. With the first being the air conditioning system, which has definitely not been maintained, moldy furniture, dirty beds, sheets with a horrific smell along with cigarette burns and towels with blood stains.I request a refund for this horrible experience or legal actions will be taken.

  Business Response

  Date: 01/06/2025

  Hello Alexandre,

  Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such concerns. We'd like to contact you directly but require a bit more detail. Can you please provide your confirmation number and room number if you have it available? 
  
  Thank you,
  *******
  Guest Relations Escalation Specialist. 

  Business Response

  Date: 01/13/2025

  Hello Alexandre,

  Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such concerns. We'd like to contact you directly but require a bit more detail. Can you please provide your email and phone number, as the we were unable to reach you via the number you called?

   

  Thanks!

  Alyssa | Guest Relations Senior Agent.