ComplaintsforRed Roof Inns, Inc.

Name: Red Roof Inns, Inc.
Address: 7815 Walton Pkwy, New Albany, OH, 43054-8482, USA
Telephone: (614) 744-2600

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Initial Complaint
10/23/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I stayed at the Red Roof Inn PLUS Nashville North Goodlettsville. The hotel is advertised as 100% smoke free, but my room reeked of cigarettes. The front desk would not give me a refund and only gave me smoke spray to mask the smell. I woke up with a massive headache and chest pains. I had to do my inhaler twice and now all of my personal belongings smell like cigarettes. I will now have to take my coat to the dry cleaners to get the smell out and my luggage is ruined.
Business response
10/25/2021
Dear ***** ******
Thank you for taking the time to tell us about your experience at the R** **** ***** ********* ***** * **************. I am sorry that your experience did not meet your expectations. Please accept our sincerest apologies for your guest room 123 smelling of cigarette smoke odor and the inconvenience it has caused.

I can assure you that I’ personally addressing with my housekeeping staff and the corrective measures will be taken to ensure a similar situation does not occur again. At Red Roof, it is our intention to have your confidence in our abilities to prevent similar problems in the future..

Ms. ***** I see that your room was booked through *******. You will need to contact ******* and request the refund with them since payment was made to ******* not the Inn. *******’s call center will then call us to verify that we agree and we do that a full refund is to be issued.

Please know that we value you as our guest and appreciate your business. Thank you for sharing your comments and concerns. My staff and I hope you will give us the opportunity to better serve you at Red Roof the next time your travel plans require lodging in the Goodlettsville area.

**** ***** ****** ***** ***** ******* ******* *** **** *** * *** **** ***** *****************
Customer response
10/25/2021
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
I accept the business's response to resolve this complaint.

Regards,

Macie Rouse
Initial Complaint
10/04/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Room filled with black mold. I’m an asthmatic ( trigger is mold ) Description in letter below
Business response
10/05/2021
Record ID ********

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

Thank you for your additional comments regarding the RRI193 - Red Roof PLUS+ West Springfield.

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,

Mark A****
Regional Vice President, Operations
Red Roof
2071 N. Bechtle Avenue Box 226
Springfield, OH 45504
Customer response
10/07/2021
In response to mr. Mark A**** who seems to have a non caring, indifferent attitude
Towards my health ! I can see that this organization does not embrace a healthy,clean room for their customers. WHY wasn’t the black mold removed before my 19 day stay ?After I complained to the health dept, and they came to see the room. The room was immediately attended to . Washed down with chemicals and repainted. That evening I Noticed I left something in the moldy room. A person from the front desk escorted me to get it. But, before I walked into the room..the attendant said, HOLD YOUR BREATH FROM THE STRONG chemical smell !( I stayed in that room for 10 days- with black mold on the ceilings.)
I’m 71 yrs old with asthma and use a breathing machine ! This was not my Carelessness ! This was the property’s carelessness! Since being back home For a few days..I’m now on prednisone and inhalers.
I am seeking a full refund
Kind regards,

Regards,

Kim Cifatte
Business response
10/18/2021
Hello,

????????????Thank you for your additional comments. 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
09/30/2021
Complaint Type:
Customer Service Issues
Status:
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.
We stayed at the Red Roof Inn at Findlay Ohio the end of September. Strong odor when we went into the room. Thought it might be from previous guests and possible problem with a pet. Next day chemical taste in our mouths. Still never considered it was any more than strong cleaning agents. As we were leaving I saw a gallon bottle of Home Defense. It still didn’t click with me until I woke ip with chemical taste in my mouth. They had used pesticides in the room before we checked in. Terrible experience! There was an older adult with health issues and an older lab-shepherd mix also staying in the room. Manager denied and blamed it on everything else. Red Roof corporate said it was a franchise and basically not their problem.
Business response
10/01/2021
******* **** **** ****** ** ******** ***** *

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 additional comments have been documented. Although we do not own or operate this location, we do appreciate your feedback and have communicated your concerns to management staff. Please address any further concerns with the property identified below:

1*** *** ** ******** ** ***** ************ *****************
Should you have any other questions or concerns, please contact us by email at *************** ** ** ***** ** ************. Our hours of operation are ****** * ******** **** ** * **** ** *** ****** ***** ** * **** ** ***
***** **** ***** *** **** ***** *********
Initial Complaint
09/28/2021
Complaint Type:
Billing Issues
Status:
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.
I was attending a reunion at *** ***** *n April and booked a room at this location. I booked the room through ******* on April 29 in the amount of $80.00. I checked into the room in the early evening on April 30, 2021. When I arrived in the room, the first thing I noticed was that the beds looked as if someone had been laying on them. I then notice razor blades and some money, (change) on the counter. I immediately left the room and let the front desk clerk know what I had found and that I would not be staying at this location. I asked for a refund at that time. The clerk told me I would have to speak with the manager Darik and that he would be in the next day. I called the next day and spoke to ***** ******. He apologized for the unfortunate events of the previous night. He told me he would provide me with a full refund of my $80.00. When I returned home on May 4th I reviewed my credit card transactions and noticed that not only had my initial payment of $80.00 not been returned but a
Business response
09/28/2021
****** ** ********
***** ***** ********
Thank you for your additional comments regarding the ****** * *** **** *** * ****** ************ * **** *****. 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. Please reach out to the property directly at:

*** **** *** * ****** ************ * **** ***** **** ******** **** ***** ************* ** ***** ** ************ ***************** ** ******* **** ******** **** ***** **** **** ** **** *** *** *********** ******** ** ******* *** ******* ** *** ******** *** ************** ** ***** **** *** ************ ** ******** ** ********* ***** ***** ****** **** **** ** ***** **** ********* *** ********** *** ****** ** ***** ** *** ********* **** ****** ********** ****** ****** ********* ********** ******** *** **** **** ** ******* ****** *** *** ************ ** *****
Customer response
09/30/2021
*** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** *********** ********** ********

I am rejecting this response because: I was double billed by your establishment. You certainly have the ability to refund me the amount of $160.00 which I did not even spend 25 minutes on the property. I have been trying to resolve this issue since the evening it happened. It is not my fault that your management team changed that exact weekend that this event took place. I have tried to resolve this issue with four individuals at the property itself in addition to numerous guest relations personnel. Your business and your representative not only charged me once in which a refund should have been issued immediately but to add insult to injury you charged me twice.
I am demanding a refund in the amount of $160.00.

******** *********** *******
Business response
10/05/2021
****** ** ********

H**** ***** ********

Thank you for your additional comments regarding the ****** * *** **** *** * ****** ************ * **** ****g.

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,

****** ****** ********* ********** ******** *** **** **** ** ******* ****** *** *** ************ ** *****
Initial Complaint
09/25/2021
Complaint Type:
Product Issues
Status:
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.
A full refund of 569.25 was issued by Red Roof Inn in order for Booking.com to issue the refund To me a letter is needed approving the refund My issue is that I have had no contact by the General Manager of the Red Roof INN IN Carteret NJ I would greatly appreciate it.
Business response
09/27/2021
****** ** ******** ***** ********* ******
Thank you for your additional comments regarding the ******* - Red Roof PLUS+ Woodbridge - Linden/ Carteret. 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. You would need to reach out to the inn directly at :

*** **** ***** ********** * ******* ******** **** ********* ****** ********* ** ***** ** ************ *****************
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.
********** ****** ************* ********* ********** ******** *** **** **** ** ******* ****** *** *** ************ ** *****

Customer response
09/28/2021
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

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

I am rejecting this response because:

******** ********* *****
Initial Complaint
09/23/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I reserved a deluxe room for 5 nights at red roof inn plus st louis forest park hampton . I have someone fully handicap in a wheelchair . When I arrived they weren't even going to put me in first floor and their elevator was broken. When we said well have to find somewhere else, they got us a room on the first floor. When we entered the room, nothing had been cleaned only one plug worked . The bedspreads were dirty there was no room for a wheelchair to get around. The handicap person couldn't even get in the bathroom. There were bugs and then the light in the bathroom stopped working and so did the toilet. It took 2 days to get both fixed the staff was rude ?? and only fixed the toilet when again I said we would need our refund and to leave . I will NEVER come back here again
Business response
09/26/2021
September 26, 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+ St Louis - Forest Park/ Hampton Ave. 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+ St Louis - Forest Park/ Hampton Ave 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 [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
09/22/2021
Complaint Type:
Billing Issues
Status:
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.
My husband and I stayed at Red Roof Inn in Gulf Shores. Our reservations were for September 17 2021 to September 19 2021. Well we decided to stay an extra day so I went to pay for another night. The total the desk clerk told me was $90.39. I paid that then I was charged 2 more times. Once on the same day of $163.84 and once the day we left of $157.07. I want to know why we were charged this.
Business response
09/26/2021
September 26, 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 Inn Gulf Shores . 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 Gulf Shores 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
09/21/2021
Complaint Type:
Product Issues
Status:
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.
We stayed at ****** * Red Roof Inn Dillon, SC on September 10, 2021 for one night only. We paid $95 for the room for one night. When we checked in the room there was only one set of towels. We got towels from the front desk. The bed was not very comfortable, but we stayed the night. The next morning when we were attempting to take a shower, black materials, maybe dirt, were coming out of the water pipes. The black materials also went into the toilet water. There was no way we could have taken a shower. Also, the sink faucet was very, very hard to open. We could only get a small stream out of the faucet. We checked out of the room on September 11, 2021. We informed the front desk of the problems and was told that the hotel knew of the water pipe problems. We would like to receive a refund for renting the room and not receiving the proper amenities, especially the ability to take a shower.
Business response
09/22/2021
********* *** **** ****** ** ******** ***** **** ******
Thank you for your additional comments regarding the ****** - Red Roof Inn Dillon, SC. 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. Their contact information is as follows:

*** **** *** ******* ** *** ******* ********* ******* ** ***** ** ************ ***************** ** ******* **** ******** **** ***** **** **** ** **** *** *** *********** ******** ** ******* *** ******* ** *** ******** *** ************** ** ***** **** *** ************ ** ******** ** ********* ***** ***** ****** **** **** ** ***** **** ********* *** ********** *** ****** ** ***** ** *** ********* **** ****** ********** *********** ****** * ******* ***** *********
Customer response
09/23/2021
*** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** *********** ********** ********

I am rejecting this response because:

Regards,

**** *** *****
I am rejecting the business response because they are not making the customer the number one priority.
I contacted the ****** hotel regarding a refund and they are not going to refund my money because we stayed the night in the room even though we did not know of the poor quality water until in the morning. The hotel knew the night of 10 September that the water was bad. They should have never sold the rooms and at full price.
WE WON'T EVER STAY AT ANOTHER RED ROOF INN.
BBB you can close this file.
Thank you,
**** *** *****

Business response
09/26/2021
Ms. ******

Thank you for your additional comments regarding the ****** - Red Roof Inn Dillon, SC. As previously communicated we consider the matter closed. There is nothing more we are going to be able to do for you. If you are seeking anything further you would need to reach out to the property directly.

Thank you,

Guest Relations
Customer response
10/05/2021
***** **** *** ***** ********************* ***** **** *** ** **** ** **** ** ******** ********* ** ****** ******** *** ************************************* ***************************************

Hi,
I don't agree with what the Red Roof Inn stated; however, the company won't compensate for not providing the amenities, clean water to drink and shower, but still charging the full amount. They obviously don't care about the customers.

***** **** **** *** *****
Business response
10/11/2021
Ms. ******

Thank you for your additional comments regarding the ****** - Red Roof Inn Dillon, SC. As previously communicated we consider the matter closed. There is nothing more we are going to be able to do for you. If you are seeking anything further you would need to reach out to the property directly.

***** **** ***** *********
Initial Complaint
09/20/2021
Complaint Type:
Product Issues
Status:
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.
Me and my fiance checked in at Friday 2:00 a.m. and had to check out at 6:00 a.m. due to the bed bugs biting us everywhere in our sleep, the money was refunded but we have to leave our food we ordered and throw out the clothes we wore and had to spend money to help with the itching by buying products from *********.
Business response
09/21/2021
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
09/17/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Crabtree valley Raleigh $92.75 Complain to manager about unclean bathroom damage to the wall new headboard in room 311. Manager said he will switch rooms did not contact me. Corporate hotline didn't return call.
Business response
09/21/2021
********* *** **** ****** ** ******** ***** ****** ******
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 Raleigh - Crabtree Valley. 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 Raleigh - Crabtree Valley 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 *************** ** ** ***** ** ************. 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

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ComplaintsforRed Roof Inns, Inc.

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