Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  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

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I checked into this hotel and within minutes of being in my room I found drugs left in there. Not only does this show the room wasn't even cleaned but also a serious health hazard as I had my dog with me whom could have gotten to the drugs before I found them. I contacted the business and asked for a refund since I had to immediately leave the room within 20 minutes of checking in and they refuse to refund me. I paid for two nights of which I stayed NEITHER in this drug infested room.

  Business response

  12/13/2024

  Hello lindsey 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 12/12/2024 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. 

  Customer response

  12/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22681544
  
  I am rejecting this response because: nobody should have to pay for a room that they did not get to stay in. Charging someone TWO nights for a room that they could not stay in due to drugs being in the room is unacceptable. The business will NOT respond to me
  
  Regards,
  
  ******* *****

  Business response

  12/16/2024

  Hello ******* *****,
  
  
  It looks like you filed a formal Guest Relations case with our corporate team under record ID ********.
  
  It looks like a resolution was provided on 12/12/2024 as a reasonable resolution was aligned.
  
  If you are dissatisfied with the resolution outcome, please contact the franchise location directly.
  
  
  Thank you,
  *****

  Customer response

  12/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22681544
  
  I am rejecting this response because: i am out ********************************************************************************************** the room!!! You offered me some rewards points! That's ridiculous considering I couldn't even stay in my room at all!!! I have contacted the business over 10 times they will not respond. Maybe you the corporation should be calling this franchise that made such a serious and dangerous mistake to put people and pets into a room covered in loose powered drugs
  
  Regards,
  
  ******* *****

  Business response

  12/17/2024

  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 12/12/2024 as a
  reasonable resolution was aligned. If you are dissatisfied with the resolution
  outcome, please contact the franchise location directly.

  Thank you,

  ****

  Guest relations Senior Agent 

  Business response

  12/26/2024

  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 12/12/2024 as a
  reasonable resolution was aligned. If you are dissatisfied with the resolution
  outcome, please contact the franchise location directly.

  
  Thank you,
  *******
  Guest Relations Senior Agent 

  
  

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The section below is the promise of this ************* which was not met or satisfied during my stay. The bed sheets were not cleaned (with blood stains), no *** cable in some rooms with broken light fixture.Welcome to ************ ********* - *********! Were one of the best 100% smoke-free budget hotels in *********, ******** and just a short distance to the *************************************** (ROC). Our hotel is close to a variety of nearby attractions such as ****************, **************** and the ***********************. We offer our guests free Verified Wi-Fi, a free expanded cable package featuring *** and free coffee in the lobby. ************ ****************************** is a pet-friendly hotel.**************************************************** Below is the definition of the basic amenities that a ************ offer, just as ************ is a ************.A budget hotel is a small to midsize property that offers basic services and amenities at a lower price than other hotels. ************* are also known as economy hotels.************* are designed to be clean and safe, and typically offer:Compact rooms with a bed, clean sheets, bathroom, and basic furniture Free Wi-Fi Breakfast Some budget hotels may offer additional amenities, but they are usually charged separately.************* are often less expensive than mid-range or luxury hotels, which may offer a wider range of amenities and be located in more desirable areas.

  Business response

  11/07/2024

  Hello Rega,

   

  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?

  Thank you,
  *****
  Guest Relations 
  Escalation Team
  Red Roof Inn

  Customer response

  11/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22526743
  
  I am rejecting this response because: 
  
  Regards,
  
  **** *****

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 10-18-24 The loud music and partying is going on right outside my room. (started at 6:30 and still going on...Is there no policy to ensure your guests do not have to put up with this? The inmates are running the asylum and I have nowhere else to live right now as **** is paying my tab. I don't expect much, just want peace and quiet at night. This not a nightclub. It's a hotel where people are trying to sleep. Where is management? I tried calling many times and no one answered.

  Business response

  10/29/2024

  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 Specialist

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The issue is that my room at the ************ was infested with bed bugs. I had medical treatment and then went to another hotel.I was charged 7 days when I checked in.I checked out after 3 days and my doctors visit. They refunded me for the 4 nights I did not use.I returned that afternoon to demand a full refund and the manager said he would call me later that day after his inspection. He said if he found nothing, I could call a lawyer!I have written to the hotel *********************************** & no responses.

  Business response

  10/28/2024

  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 10/23/2024 as a
  reasonable resolution was aligned. If you are dissatisfied with the resolution
  outcome, please contact the franchise location directly. Thank you

  Customer response

  10/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22430521
  
  I am rejecting this response because: 

  They did not resolve. I tried to contact the hotel direct and no reply at all. I send registered mail.
  The corporate office did not reply either.
  They did not return my funds and there was no resolution.
  
  Regards,
  
  ****** ******

  Business response

  10/31/2024

  Hello ******!
  
  It looks like you filed a formal Guest Relations case with our corporate team under record ID ********. The case is considered closed with our office as a reasonable resolution was aligned on on 10/23/2024. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.
  
  Thank you
  *** | Guest Relations Escalation Specialist

  
  

  Customer response

  11/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22430521
  
  I am rejecting this response because: 

  This was NOT resolved by the hotel nor the corporate office. I was never refunded the 3 days I stayed there.
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked two reservations for my family traveling from *******, ** to ********** Nc. Upon arriving to the property. I was refused entrance to the facility as well as refused my reservation for the rooms. The receptionist repeatedly said that the facility was full and that I could take my money elsewhere. This was very frustrating as I had all my family here, a booking confirmation with guarantee of my room and no refund. I called numerous agents and attempted to resolve this and I was told numerous things along the lines of There's nothing we can do The reservation has been cancelled and I would have to wait 10- 15 business days for a refund. There was no apology, no accommodations and no accountability. I was even told my agents that this was my fault because I didnt call the hotel to keep them abreast of my travels. The agent I originally spoke to name is ***** and the receptionist at the front desk at the hotel on 10/05 was ********. I am very disappointed and upset about this situation and have never dealt with something like this ever before. I will never book at this facility again and would like to report their unprofessionalism and them not honoring their policy that guarantees a room once booked and paid for.

  Business response

  10/21/2024

  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 Specialist 

  
  

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This is a false advertising complaint and though I'd like it resolved for myself, the complaint is more about alerting Redroof of a system error causing the effect of false advertising and a broken customer service approach which is not empowered to fix the issue with ************ family had 2 pre-planned trips this summer and in considering multiple hotel options we chose RedRoof because they were offering a program called "Rest + Repeat Summer" promotion which offered a free night (8500 points) if you stayed twice. We signed up for a loyalty account prior to booking and Redroof also registered for the "Rest + Repeat" which you'd think it would be a better customer experience to just auto-registering any customer who stayted twice, there is nothing illegal about requiring the extra steps from the customer. That said, we registered for it prior to the first night and when booking the 2nd stay of the summer their systems was for some reason still advertising the summer program to me. Even though I had already registered since it had the button there I clicked register again. Thus in their system it updated to only show the most recent registration, so the system didn't give me the bonus points.I called customer service thinking this would be an easy fix as it's just loyalty points we're talking about, but they've outsource their customer service and even the managers say they have no power to award the points we earned by staying twice, and show no interest in fixing their system issue which defaults the registration date to the most recent when a customer registers twice causing them to miss out on their points.Resolution: From my perspective I just want the points I was promised by the site, but would like to hear feedback if they indeed look in to the problem and fix it for others. Thanks!

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a stay at ************ ******* - ********/ ****** with points for July 27, 2024. I cancelled my reservation in the required timeframe and my points were not returned. I called multiple times only to be told there is a widespread "glitch" in the system and it requires the points to be reinstated manually. During this period of time, I did not want to book anything else until my hijacked points were returned and the issue resolved. After 2 months and multiple calls, the points were returned to my account on September 28, 2024. On September 30, 2024 all ***** of my points were deleted due to account inactivity. I called and asked for the points to be reinstated because of the "glitch" in their system and was told that I need to have a paid stay in order for them to reinstate my points. It's poor business practice and unacceptable to hold my points hostage in return for a paid stay due to a "glitch" in their system.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for two nights online and when I went to the hotel I couldn't get my room or refund cause I didn't know or see anything anywhere in the website that they don't accept chime ? Accepted it online now problem ? That's a trap and theft

*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. ↩