ComplaintsforRed Roof Inns, Inc.
Hotels
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Red roof promises a points rewards program of 10 points per dollar. And if you anccumulate 8500 you can use it on a free night equaling undetermined monetary value or also choice of GIFT CARDS WITH MONETARY VALUE. With promotions for the summer that I’ve utilized at least twice , which were also not received. I anlso used a night that never got used bc the front desk did not use the reservation with my free night annd I was denied the free night and only received a one night reservation which I paid for. I was told to spend more of my points if I have enough to get a free night and then contact red roof to correct the mistake so they can award the 8500 points back. They assured me just wait it could be an undetermined amount of time….- seemingly to make it extremely confusing to keep track of the rewards they claim I “received” they also add points and then deduct them claiming they are “not my points” they “made a mistake” and they deduct them….. I was also aupppsed to be credited and the night of the call to correct the issue they said wait 24 hours… when I looked it said my account that was at positive 4,xxx points when I looked after they claimed to correct they deducted more points making my account negative 3,xxx points and then rewarded the correction….. so I did not actually get the free night back bc they made it so I didn’t have enough points to get the free night by placing my account in negatives. the app and point system has been more of a scam. The more I spend I do not ever receive the points.. some nights none at all when it promises I will. They “stole” more points from my account and claimed they took them bc it was a mistake. I’ve stayed over 5 separate times and have been told I have to wait for the points. None have came. I thought it had even gone up as high as 49k but i convinced myself I must have been mistaken… which is a constant pattern of their app “glitching” I have email proof as of Monday that my point balance was at 49914 points….Initial Complaint
07/10/2024
- Complaint Type:
- Facilities Issues
- Status:
- Unanswered
***** ** Red Roof Inn is a trashy dirty filthy dump I have pictures as proof there are other customer complaints as well and I made staff employees aware of this situation and nothing was done they used ignorance and ignorance please address this ongoing matter like I said I have pictures I did a ****** review and mu pictures are on my review ***** ** red roof inn ****** reviewsInitial Complaint
07/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
They did not honor their amenities that had posted online about a pool and would not offer anything and u had already paid for a wk stayInitial Complaint
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I came to red roof on 07/05/2024 through 07/07/2024,My room was dirty,bed spreads was nasty with big stains on both beds,pillows was nasty,the whole bathroom was dirty ,floor in every room was dirty,nothing had been dusted,no ice bucket or cups,no ash trays,went to get ice which is in guest wash room couldn't get ice they had a lock on the door.this motel is just nasty and price is just to high since the rooms are just nasty,way nicer motels are only 15 more dollars than red roof,it was definitely not worth the money and the air conditioner filters was years past needing to be cleaned,I couldn't get my money back to go somewhere else because they tell me no refund,something should be done about this or maybe they should be condemned,people hanging out all outside all loud,oh and didn't get any shampoo or hand towels,who wants to spend this kind of money to stay to have to pay money for motel rooms that we have to come in and clean the room and all the stuff the housekeepers gets paid to do their job instead they just show up for work n get paid when the renters do their job and have to pay for the room,I never got a receipt but when I check out I'll ask for one,one night I paid with credit card n the second night cashInitial Complaint
07/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
So I decided to rent a room on 07/04/24. While I was lying in bed, to my utter shock and disgust there was not one but two adult bedbugs crawling on the bed. So I immediately inspect my things, pack up and leave. So I go to the front desk where I show the evening attendant the two bedbugs that were found in the room. And before I could even finish my statement he rudely interrupts me stating “No refunds. We can get you a different room” Obviously, I have no intention on spending my evening in a pest infested room, so I decline. To which he says “We can see if there’s actually any bedbugs in the room and you can speak to the manager tomorrow about getting a refund.” As if I’m lying. The entire experience was awful.Initial Complaint
07/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
7/1/2024 although I gave them my last money for a room. When they refused to rent to me ,they refused to refund my money preventing me from getting a room elsewhere. My daughter and i were on the street even though the reservation was prepaid. Not to mention the woman at the counter was incredibly rude. After moving all weekend my daughter and i just wanted to shower and sleep. I will never stay there. They are thieves. Making me pay for services that I didn't receiveCustomer response
07/15/2024
Despicable. Rude staff,when they refused to rent to me no refund, not even partial was offered. My dad and I were on the street. They are thieves posing as a legitimate business. Billing me for services that I've been denied. One star is more than this place deserves.Initial Complaint
06/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Room ***. 217 U.S. 231, ****** ***** ** *****. ************ I spent a lot of money on a two-night stay there after my daughter was in a bad car accident in ****** **** and unexpectedly had to make an emergency trip there. Is there a place I can send a picture of the most disgusting thing that was on my blanket that I stuck my arms in not knowing it was there and it makes me sick to think I had that up around my face.Initial Complaint
06/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Reservation was booked through a 3rd party website for *********************, ******************* in ******** for 6/21/2024. Upon arriving we were told our credit card had declined for the stay, however, it did not. A screenshot of the withdraw was provided. The gentleman at the front desk refused to acknowledge and continued to tell us the charge declined and we need to contact the 3rd party company to cancel that reservation and book a new one through him. He told us that we needed to cancel our reservation, by midnight (it was 11:30pm at this point) and rebook directly through the hotel. He then proceeded to tell us only suite rooms were available and we had to pay the full price of the suite, which we did not book a suite through the 3rd party site, nor did we want a suite as we were only sleeping there for 5 hours!!! We paid $95 through the 3rd party website and now we were told we needed to pay $120.99. It was late, and we needed a room, as we needed to be up very early the next day. We had no other choice at this time, but make a new reservation so our daughter could go to bed, as I continued to hold for the 3rd party site. The front desk clerk refused to honor the initial price we paid. Upon reaching the 3rd party booking, they could see very clearly the charge went through for the booking and they proceeded to contact the hotel directly. According to the 3rd party representative, the hotel refused to issue us a refund, even though they confirmed there were no issues on their end, for the higher charge or even provide a $25 refund for the difference. This front desk clerk clearly wanted us to book directly through the hotel at a higher rate. Extremely bad customer service and unethical practices.Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked clients at the ************, IN location for June 1-2, 2024. I canceled the reservation on May 26, 2024 at 9:34PM. I sent 7 mins 22 secs on the phone with their front desk to cancel this reservation. They refuse to refund my clients stating they were a no show and refuse to investigate the fact I called and canceled. My client's would like to be refunded their money since their reservation was canceled.Initial Complaint
06/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked a room at ************ in **********, ******* for 6/21/24 through 6/23/24. Per the confirmation email I received from the motel, I am able to cancel my reservation up to the first day of the stay by 6pm local time. When I called the local motel to cancel, they informed me their policy has changed and they now require cancelations 24 hours in advance. I am requesting a refund for the night stay they are charging me. I am also asking red roof to review their confirmation email reply to include the new cancellation policy, as my email still includes the "old" policy at the **********, ******* location. I have included proof of the email they sent me regarding the cancellation policy. Thank you
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
206 total complaints in the last 3 years.
73 complaints closed in the last 12 months.