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Business Profile

Hotels

Red Roof Inns, Inc.

This business is NOT BBB Accredited.

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Complaints

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

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Red Roof Inns, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 204 total complaints in the last 3 years.
    • 65 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:08/26/2022

      Type:Billing Issues
      Status:
      Answered
      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 August 25th 2022 I checked into the Red roof inn Plus located at 5215 West Willetta Street Phoenix Arizona 85043. I unpacked everything for my fiance and I as he was at work. He arrived we ate dinner, watched some TV and went to sleep. At approximately 4:00 a.m. I heard persistent knocking on the door when I opened the door the night clerk **** said that the computer showed that a smoke detector went off and he was saying that we had been smoking in the room and we had 10 minutes to get out and that we're being charged $200. I'm sorry but I find it strange that we're completely asleep at 4:00 a.m. and we don't smoke and he didn't further investigate come in and check the room I'm certain you could smell something like that had that been going on but he didn't do that. The security guard went into the room and he said there's absolutely no smell of smoke so that is our witness. It is now 5:00 a.m. my fiance and I are sitting in a parking lot dazed and in awe of what just happened. We're in the middle of a move hotels aren't cheap they charged us $200 for something we didn't do and there is no proof except some computer saying that it detected smoke yet there was an actual person that went into the room and smelled nothing at all. The way the night clerk treated us is unacceptable. Waking us up at 4:00 a.m. to tell us we were smoking in the room when we were dead asleep and then telling us we had 10 minutes to get our stuff and get out that's also unacceptable. I would like my $200 refunded I would like the night that wasn't a complete night refunded.

      Business Response

      Date: 08/27/2022

      August 27, 2021

      Record ID ********

      Hello ***** *** ********** , 

      Thank you for your interest in Red Roof. We appreciate that you have taken the time to share your experience at the RED ROOF PLUS+ PHOENIX WEST [ 261 ] . Please know that we value you as our guest and appreciate your business.

      Your comments have been documented and have been forwarded to the management staff at the RED ROOF PLUS+ PHOENIX WEST [ 261 ] for review. You can expect to be contacted within the next 24 hours.

      Should you have any other questions or concerns, please contact us by email at ***@redroof.com or by phone at ###-###-####. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.

      Very truly yours,
      *****
      Supervisor
      Red Roof Inn - Guest Relations
      ***@redroof.com

    • Initial Complaint

      Date:08/05/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Management is rude and refuses to identify themself. Front Desk manager (****, I think?) told me on 7/13 she would allow me to cancel my stay but for a refund, I have to contact the third party reservation company. The third party company simply asked for her name. When I called back to ask, she became rude and refused to give me her name. The GM is apparently no better. This wasn’t even about them. But they’re unnecessarily making this a bigger problem for me.

      Business Response

      Date: 08/16/2022

      Hello,

      Thank you for contacting Red Roof Guest Relations! We are disappointed to learn about your experience. We would like to open a Guest Relations case on your behalf but will need more information, please. At which Red Roof 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,

      ***** 

      Guest Relations

      Customer Answer

      Date: 08/17/2022

      I am providing the requested information so they can continue to follow up.

      it was the Red Roof Inn Pigeon Forge TN.  The night booked was 7/13/22.  I immediately contacted the business and spoke to a desk clerk who acknowledged my concern (regarding an incorrectly listed location).  He asked to call me back and did, and informed me that he would be able to cancel the reservation due to the misunderstanding.  Because of his statement, I DID NOT stay there that night.  If I knew they would still charge me, I would have stayed.  Why would I bother cancelling with the hotel if it did not matter and I would be charged anyway?  It makes zero sense.

      Three weeks later I contacted the hotel SIMPLY to ask the name of the clerk I originally spoke to.  I was IMMEDIATELY met with hostility despite the fact the manager acknowledged she remembers my phone call.  The front end manager **** and the GM **** were both incredibly rude and unprofessional, even falsely accusing me of saying things that were not said and attacking me, before refusing to even provide their names.  I am appalled by their behavior, though their online reviews show this is a pattern.  

      Regards,

      **** *****

      Business Response

      Date: 08/27/2022

      August 6, 2022

      Record ID ********

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

      Thank you for your additional comments regarding the ****** - Red Roof Inn & Suites Pigeon Forge - Parkway.

      We are disappointed that the handling of your situation has not been to your satisfaction.

      As we have previously communicated, we are unable to resolve your case in the manner you have requested. The matter is considered closed with our office and we are unable to further assist. Please address any additional concerns with management/ownership at the property directly.

      We realize that problems will arise from time to time and are continually striving to improve the quality of our services and accommodations to fully meet the expectations of millions of customers every year.

      Please know that we value your patronage and appreciate you making us aware of the situation once again.

      Sincerely,

      *********** ****** | Manager

      Guest Relations

    • Initial Complaint

      Date:08/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 at this Red Roof Inn located at 3017 Coliseum Blvd. on 7/31/2022 and checked out on 8/1/2022. The room number was ***. The room was filthy, the toilet was not anchored to the bathroom floor and in addition to this cockroaches were evident. Upon checkout and I reported all of the said concerns and was told ,” we don’t have roaches.” I also made a report out the the Ft. Wayne Board of Health. The front desk person would not refund or do a partial refund upon my request. My brother was staying with me as I was due for surgery the following morning at DuPont Hospital. This Red Roof Inn has issues that need looking into and yes, I do seek reimbursement. If you need additional information please do not hesitate to call me. Thank you.

      Business Response

      Date: 08/05/2022

      Dear Amelia DeBruler,

      Thank you for taking the time to tell us about your experience at the red roof inn Fort Wayne. I am sorry that your experience did not meet your expectations. Please accept our sincerest apologies for the bug found on the floor and the loose toilet. I have refunded your credit card $180.39 and will take 1 to 7 business days for you bank to release the funds. The $100 was your deposit and $80.39 with tax for you second room night. Since you booked a member rate you have to stay at the hotel for minimum of 2 days to get that rate. Because you checked out early it automatically adjusted your first night stay to 75.99 plus tax. I have waived the extra room charge you would have had to pay for the issues you encountered.
      I can assure you that corrective measures will be taken to ensure a similar situation does not occur in the future. At red roof, it is our intention to have your confidence in our abilities to prevent similar problems in the future. Please know that we
      value you as our guest and appreciate your business. Thank you for sharing your concerns and I hope you will give us the opportunity to better serve you at red roof the next time your travel plans require lodging.

      Very truly yours,
      Krunal P
      General Manager
      Red Roof Inn - 339
      [email protected]

      Regards,

      Jason
      Guest Relations

    • Initial Complaint

      Date:07/29/2022

      Type:Billing Issues
      Status:
      Answered
      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 booked hotel reservations at the Red Roof Inn in Batavia NY in July of 2021 for dates 7/23-7/28/2022 for an special program i was attending there during those dates. I booked through a agent TiCATi and have documentation that my room rates for the stay would be $349.95 for this stay plus taxes of course. I had two rooms booked and after booking through the agency called that hotel to make sure this was booked and at that time in 2021 received the hotel confirmation numbers for my rooms. On Friday July 22, 2022 the Red Roof Inn called me and indicted that my credit card was not active so I gave them another card a VISA even though the Discover card they had on file was valid through 2/2023. At that time the desk person indicated that her manager could not honor our rates, the manager, a man, got on the phone with me and was rude indicating he could not honor our stay rates and that if i did not pay the new rate he quoted me would cancel my reservations. Since i was going to a festival and had those tickets i needed the rooms as there were not other hotels in the area to book at the day before our travel. Also, i was quoted on price for the weekend and then another for the weekdays which were also not honored and on of the week nights they charged me $60.00 more. This to me is fraudulent practices. I have written to the travel company and lodged a complaint with them about this matter too as they have nothing in their policies that indicate the prices should not be honored via their process with the hotels. I would like refund for the amount paid on both my 2 room reservations over the quoted price given at the first booking, These are the reservation numbers for the 2 rooms ********** for ***** ******* and ********** for **** *********.

      Business Response

      Date: 07/29/2022

      Record ID ******** 

      Hello ,

      Thank you for your interest in Red Roof. We appreciate that you have taken the time to share your experience. Please know that we value you as our guest and appreciate your business.

      Your comments have been documented and have been forwarded to the management staff for review. You can expect to be contacted within the next 48 hours.

      Should you have any other questions or concerns, please contact us by email at ***@redroof.com or by phone at ###-###-####. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.

      Thank you,

      Jason
      Red Roof Guest Relations

    • Initial Complaint

      Date:07/19/2022

      Type:Product Issues
      Status:
      Unresolved
      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.
      07/18/22. I stayed at the Red Roof Inn at **** ****** *** ******* Oregon for one night for my early flight the next day. The motel was filthy. I took many pictures of how disgusting the room was, including rodent droppings in one of the clothing drawers. The window sills, the TV and Direct TV box, the ice bucket all were extremely filthy and looked as though they had not been cleaned in years. I took my pictures down to the front desk to show the employee and all she said was that she could come clean the drawer. At this point, I was not about to use it and needed to get some sleep because I had to be up at 2:30 in the morning. I barely slept, as I didn't know if there was still rodents in the room. This establishment should be shut down immediately until it can maintain cleanliness. It is beyond a health hazard!

      Business Response

      Date: 07/26/2022

      Dear ****** ****,

      Thank you for taking the time to tell us about your experience at the RED ROOF INN & SUITES MEDFORD - AIRPORT. I am sorry that your experience did not meet your expectations. Please accept our sincerest apologies.

      I can assure you that corrective measures will be taken to ensure a similar situation does not occur in the future. At Red Roof, it is our intention to have your confidence in our abilities to prevent similar problems in the future. Please know that we value you as our guest and appreciate your business. Thank you for sharing your concerns and I hope you will give us the opportunity to better serve you at Red Roof the next time your travel plans require lodging.

      Very truly yours,
      ***** P
      General Manager
      Red Roof Inn - Red Roof Inn Medford
      [email protected]

       

      Regards, 

      *****
      Guest Relations

      Customer Answer

      Date: 07/27/2022

      I am rejecting this response because:  I am requesting a refund.

      Business Response

      Date: 08/16/2022

      July 28, 2022

      Record ID 14894909





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



      Thank you for your additional comments regarding the RRI1162 - Red Roof Inn & Suites Medford - Airport.



      We are disappointed that the handling of your situation has not been to your satisfaction.



      Occasionally, we are unable to resolve a situation as a customer has requested. After reviewing your case, we regret to inform you that this appears to be one of those instances.





      We realize that problems will arise from time to time and are continually striving to improve the quality of our services and accommodations to fully meet the expectations of millions of customers every year.



      Please know that we value your patronage and appreciate you making us aware of the situation once again.



      Sincerely,



      ***** ******

      Franchise Operations Director

      Red Roof

      **** ** ******* ****** *** *** ************ ** *****
      Tell us why here...

      Customer Answer

      Date: 08/17/2022

      I am rejecting this response and demanding a refund based on the disgusting%2c filthy room. Your site states extra cleanliness because of COVID%2c but as the pictures show%2c nothing has been even wiped down in quite sometime%2c and also rodent droppings.

      %3cb%3e%5bIf you do not say why you are rejecting the company%27s response%2c BBB must close your complaint.%5d%26nbsp%3b%3c/b%3e%3cbr /%3e
      %3cbr /%3e
      Complaint%3a 17587247%3cstrong%3e%3cbr /%3e
      %3c/strong%3e%3cbr /%3e
      I am rejecting this response because%3a%26nbsp%3b%3cbr /%3e
      %3cbr /%3e
      Regards%2c%3cbr /%3e
      %3cbr /%3e
      ****** ****

    • Initial Complaint

      Date:07/19/2022

      Type:Billing Issues
      Status:
      Answered
      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 am writing this letter to bring to your attention my latest experience I had on 07/15/22-7/16/22 in your reputed Red Roof Inn + Long Island - Garden City. I made a reservation on 7/15/22 at 7pm on Expedia, for my fiancé and I. I was coming to New York for a two day trip. When we arrived at the place, we dropped our bag in the room and immediately left. Less than ten minutes. We later came back to sleep for the night and we realized that the room had a such extremely loud ring bell noise NON-STOP. We turned the air conditioner off and on and could not pin point the noise. Then we reached out to the front desk regarding the issue, and one of the front desk associates who told us the noise is coming from the first floor(they knew the noise comes from the first floor but they still assigned the room for us? That’s extremely unacceptable!) and asked for us come to the front desk so they can switch the room for us. Then my fiancé and I grabbed our stuff and went downstairs, they told us they don’t have the King size room but they can offer us the double beds room, and I requested that if you assign the double beds room for us, I need to get discounted due to the double beds are lower price then King size room but they rejected it. Therefore, my fiancé and I decided we want to be refunded for the king room and then we decided to leave hotel approximately at 2am in the morning regarding this situation, and reached out to Expedia customer service immediately. We didn’t stay in the hotel, and after the call with Expedia customer service, we drove back to Massachusetts around 3am on 7/16/22. I have never had such a horrible experience with any hotel hence I am asking for refund of the payment made. Unfortunately, I couldn't upload the video here, but I would love to provide it with the video evidence for you. After reviewing the video, please let me know if you would stay in the room or request a refund yourself. I look forward to receiving the full refund, not voucher.

      Business Response

      Date: 07/19/2022

      Record ID ********

      Hello,

      Thank you for your interest in Red Roof. We appreciate that you have taken the time to share your experience. Please know that we value you as our guest and appreciate your business.

      Your comments have been documented and have been forwarded to the management staff for review. You can expect to be contacted within the next 24 hours.

      Should you have any other questions or concerns, please contact us by email at ***@redroof.com or by phone at ###-###-####. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.

      Thank you,

      ***** 
      Red Roof Guest Relations

    • Initial Complaint

      Date:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      We came there July 1st for three days to stay and my mama paid with her card 240$ for three days they never gave a receipt in the same day they said the Printer didn’t have ink and it didn’t make since to us and the lady said come down there the next day from the room and the guy thought we was checking out the next day and charged the card again 160.24 and then they said three different things said they put the money back on July 2nd and then said 2-5days and then we came back three times and they said 7days we waited 7days and they still saying check the bank we checked the bank four times and it said 0$ Balance and the man that charged the card again went on the elevator and had his family come at us the wrong way and they wasn’t even involved and they was so rude yelling saying they don’t owe us anything and they was the ones who took the money in the 1st place that’s Violation code didn’t get my mamas Permission to take off the rest of the money and they don’t wanna give it back that’s not good we want our money back and we need the BBB help to know they shouldn’t be Charging people’s card for no reason he shouldn’t of did it and now they mad at us that we want our money back and they refuse to help he Hung phone up on us four times and didn’t give us the mangers number and the manger said we could come up there to get the money Friday and he didn’t even show up

      Business Response

      Date: 07/18/2022

      Record ID ********

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

      Thank you for your interest in Red Roof. We appreciate that you have taken the time to share your experience at the Red Roof Inn High Point - University. Please know that we value you as our guest and appreciate your business.

      Your comments have been documented and have been forwarded to the management staff at the Red Roof Inn High Point - University for review. You can expect to be contacted within the next 48 hours.

      Should you have any other questions or concerns, please contact us by email at ***@redroof.com or by phone at ###-###-####. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.

      Thank you,

      Red Roof Guest Relations

    • Initial Complaint

      Date:07/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Checked in 7/9/22, paid for 1 week and was unable to use the toilet not even once. The maintenance worker admitted the previous tenants vandalized the room and damaged the toilet prior to us moving in. He additionally refused to repair the toilet and we were told by staff and management to use the restroom in a trash can and discard the bag when finished. The first night a staff member allowed us to use a dirty room for a toliet, but after the severity guard checked the room while we were not inside, a homeless man had snuck in and caused commotion in the second room provided, which had nothing to do with your actions or our responsibility. They security guard documented the incident and it provides proof off our innocence pertaining to this matter. This is now day 5 without a toliet and it's overflowing green water and smells horrible. It's become a health hazard and they refuse to fix it. We are not even allowed clean towels because we discarded the towels soiled with human feces and were scolded for discharging dirty towels with feces on them. This is unsanitary and a serious health hazard with 5 children.

      Business Response

      Date: 07/15/2022

      Hello,

      Thank you for contacting Red Roof Guest Relations! We are disappointed to learn about your experience. We would like to open a Guest Relations case on your behalf but will need more information, please. At which Red Roof 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,

      *****
      Guest Relations

    • Initial Complaint

      Date:07/08/2022

      Type:Product Issues
      Status:
      Answered
      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 am currently looking for a new house so I stay at hotel rooms a couple nights a week I know the red roof inn is a budget stay and it’s ridiculous hairdryer and coffee are no longer in the rooms you have to ask and for 85$ a night they could at least have some type of cold to go breakfast stuff beyond all of that rooms are usually decent cleaned and staff is friendly well I stayed on 7/6/22 at the jolly and dunkel rd location and the bathroom was covered in bodily fluids it was disgusting like urine and blood on the wall toilet was covered in urine I even went to the desk to get cleaning stuff no one offered a different room or a refund or discount NOTHING to make me feel better I’m disappointed

      Business Response

      Date: 07/13/2022

      July 13, 2022

      Record ID 14809176

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

      Thank you for your interest in Red Roof. We appreciate that you have taken the time to share your experience at the Red Roof Inn Lansing East - MSU. Please know that we value you as our guest and appreciate your business.

      Your comments have been documented and have been forwarded to the management staff at the Red Roof Inn Lansing East - MSU for review. You can expect to be contacted within the next 48 hours.

      Should you have any other questions or concerns, please contact us by email at [email protected] or by phone at 800.554.4555. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.

      Thank you,

      Red Roof Guest Relations

    • Initial Complaint

      Date:06/30/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      We booked a room for 2 nights at Red Roof Inn Rockford through Hotels.com. We arrived at 8:30 PM Friday June 24th. Upon entering the room the AC was running about as loud as a lawn mower engine. I turned it off and back on several times and the noise persisted. I also noted the security door lock was not fully intact. I made a recording with my phone of the AC. I returned to the lobby with the keys and was told no other rooms were available. I asked to please refund for the 2 nights I paid directly to the hotel just minutes before as there was no way we could sleep with the noise. The clerk said she could not and her manager would have to approve it in the morning. I asked that she please have her manager call me if there was any issue and offered to email her the video footage I took of the AC unit but she said that was not necessary. We contacted Hotels.com and informed them of the issue. They said they attempted to reach the motel 3 times with no reply but since we'd paid them directly the motel would have to refund. My account was charged $357.78 by the motel on 6/25 of which an additional $50.00 was added as a security deposit. I received a $45.64 credit on 6/27 and contacted the motel 6/28 requesting a call from the Manager. ******* called stating he was the GM and said he personally inspected the room and there were no issues and I would be charged for both nights. I told him I would send video footage and he said it didn't matter. He said thanks for calling to "discuss" my issue and he was sorry and proceeded to hang up. I contacted Red Roof Corporate and they said they would investigate and I would receive an email with a case number shortly however within 3 hours I received an email from ******* ***** the GM at Rockford Red Roof thanking me for calling to discuss my concern and that he'd personally inspected the room and everything worked fine so they would not issue any refund. I am owed $312.14 from the motel.

      Business Response

      Date: 07/05/2022

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

      Thank you for your additional comments regarding the RRI035 - Red Roof Inn Rockford East – Casino District. We are disappointed that the handling of your situation has not been to your satisfaction. Occasionally, we are unable to resolve a situation as a customer has requested.

      After reviewing your case, we regret to inform you that this appears to be one of those instances. We realize that problems will arise from time to time and are continually striving to improve the quality of our services and accommodations to fully meet the expectations of millions of customers every year. Please know that we value your patronage and appreciate you making us aware of the situation once again.

      Sincerely,

      ***** ******

      Regional Vice President, Operations

      Red Roof

      2071 N. Bechtle Avenue Box 226

      Springfield, OH 45504

      Customer Answer

      Date: 07/05/2022

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 17506043

      I am rejecting this response because:  I provided video footage of an AC unit that clearly was not working properly.  I only wanted a refund for the nights I could not stay at the property because they had no other rooms available.  I did not stay in the room and only asked for another room.  I cannot fathom why they are refusing to refund my money.   I can also see in their online reviews that the missing door latch is a common complaint.  

      Regards,

      **** *********

      Business Response

      Date: 07/07/2022

       

      Hi ,

      According to our records , you were sent a response from ***** ******. ( Below)  We apologize for any misunderstanding. The case has been closed and no other resolution can be provided by the Guest Relations Team. 

       

      Thank you for your additional comments regarding the RRI035 - Red Roof Inn Rockford East – Casino District. We are disappointed that the handling of your situation has not been to your satisfaction. Occasionally, we are unable to resolve a situation as a customer has requested.

      After reviewing your case, we regret to inform you that this appears to be one of those instances. We realize that problems will arise from time to time and are continually striving to improve the quality of our services and accommodations to fully meet the expectations of millions of customers every year. Please know that we value your patronage and appreciate you making us aware of the situation once again.

      Sincerely,

      ***** ******

      Regional Vice President, Operations

      Red Roof

      2071 N. Bechtle Avenue Box 226

      Springfield, OH 45504

       

      Regards,

       

      *****
      Guest Relations

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