Complaints

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm seeking restitution/resolution to my consumer/membership with RedRoof Inn and their RediRewards program they offered me a membership with RedRoof to receive promotional discounts for RedRoof Inn and a handful of other benefits/discounts. Uponed checking my membership recent reservations/stays with RedRoof I've been hoodwinked, deceived and defrauded by RedRoof Inn RediRewards program since January 2022 where I paid $476.24 for 5nights and 20%discount was only added to one of those days and not the entire stay. I booked again with the promotional deal that 20% was to be off the stay-3/3/-3/6/22 but was only applied to one out 3 nights 3/4/22 I paid $250 and again booked with RedRoof when I get to the property an employee family member seen the rate I was paying also told them I went through RedRoof RediRewards promotional 20%discount they was offering and employee adjust it the rate for me and $168 for two nights and added an extra night where no discount was added but asked when paying for the extra day. I paid $261 for a total of 3nights where I should have had more nights to my stay with RedRoof Inn. I have been discriminated on by RedRoof Inn customer service, supervisor, and I can't forget about there guest relations department. Especially the guest relations department that's suppose to be for the consumer/member but in all actuality is not for consumer/member because I have filed plenty of complaints that the resolution isn't for the consumer/member but for RedRoof Inn and their Shady Lowdown Questionable illegal business practices and price gouging among their members. I "BOLDLY" told guest relations as soon as I hang up the phone with you I'm going to file a complaint with the BBB and I hoping the Red Roof Inn is credited by them because I'm going to get that accreditation revoked and also let the BBB know of the false advertising deceiving promotionals sent to their members and posted on site/App is a lie and defrauding members. Full Refund$987

  Business response

  05/09/2022

  May 9th, 2022

  
  Record ID ********
  
   
  
  Hello ******* *******, 
  
  ? 
  
  ????????????Thank you for informing Red Roof Guest Relations of your concerns regarding the Property Name. You have requested that we conduct all necessary research with those involved and provide you with a resolution. 
  
   
  
  Please accept our sincerest apologies for any misunderstanding concerning the terms and conditions of the RediRewards program. Please refer to https://www.redroof.com/redirewards/why-redirewards/terms-and-conditions/index for details. It is disappointing to learn that we have fallen short of our goals in this instance.   
  
   
  
  Thank you again for bringing this to our attention. Red Roof takes pride in providing superior service, and feedback like yours helps us take steps to prevent similar problems in the future.  We hope you will give us the opportunity to better serve you at Red Roof Inn the next time your travel plans require lodging accommodations.   
  
   
  
  Regards, 

   

  *****

  Guest Relations

  Customer response

  05/10/2022

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

  Mon, 9 May 2022, 06:25 pm

  Are you serious? You can't be and that's okay I appreciate the email now I'm going to send what you sent me to the complaint I have already made with the BBB with you appreciate it boo because like I said it didn't make any sense and it does not make any sense now Red roof it's going to send me a letter connected to what the BBB sent me and there's question marks before my name you can't be serious I know this has something to do with my hackers and my hijackers
  
  Sent from Yahoo Mail on Android
  

  Customer response

  05/13/2022

  I'm really tired of all the apologize that I have received by RedRoof Inn being an RediRewards member that's been discriminated against this big corporatetion that feels an simple apology is rightfully to be made right along with the capitalizes dollars this big corporatetion has made off me by the false advertising 20% off your stay with RedRoof Inn where everytime I stayed with RedRoof Inn and that 20%off my stay was only applied to one of the 3 to 5 days I stayed at RedRoof Inn and not my entire stay. That if I stay 2 to 5 days 20% should be applied for the entire stay for 2 to 5 days not just applied to one days I stay because it states 20% off entire stay. That each time I stayed 20% was applied to one of my days and not the entire stay. First and foremost false advertising and deception is being used to deceive consumers and RediRewards members out of hundreds of not even thousands of dollars. I appreciate the apologies but now I'm seeking restitution for the false advertising and capitalism RedRoof Inn has capitalize off the many stays I've stayed/booked being a RediReawards member with REDROOF INN I want back ever penny that was made extra from me return back to me in the from of restitution and for REDROOF INN to start making good on that 20% off entire stay deal for and start to honoring fairly any and every promotion given by RedRoof Inn to their RediReawrds members correctly and fairly. That we the people/consumers are tired of being decieve by these big corporates profiting off the little man.

  Business response

  05/17/2022

  5/17/22
  
   
  
  Record ID ********
  
   
  
  Hello ******* *******, 
  
  ? 
  
  ????????????Thank you for your additional comments regarding the Property Name. 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.
  
   
  
  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

  04/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The red roof in Tampa, FL is fraudulent. I cancelled before I even went due to heath and safety concerns. They took my money and never gave it back. The pictures online DO NOT match what it looked like in person. First off it looked like it was in a safe place online but you pull up to it being a complete disaster with homeless people and actual drug users outside. The front desk people were blocking the entrance just smoking and hanging out with people who looked like they weren’t guest just friends. This was not what I expected so I canceled before we even had to end up going there. *was staying in an other place before was suppose to go to this one- drove by to see where we would be staying in a few days.

  Business response

  04/19/2022

  April 19, 2022

  Record ID 13779695

  Hello ***** ********

  Thank you for contacting us about your experience. Per your request, we have researched this matter with RRI092 - Red Roof Inn Tampa Fairgrounds - Casino. We sincerely apologize for your experience with Red Roof. We have reviewed the reservation folio and found that the property refunded $175.93 to the Visa ending in **** on 04/19/2022 Please allow 7-10 business days for the refund to reflect in your account depending upon your financial institution’s standard processing time. Thank you again for bringing this to our attention. Red Roof takes pride in providing superior service, and feedback like yours helps us take steps to prevent similar problems in the future. We hope you will give us the opportunity to better serve you at Red Roof Inn the next time your travel plans require lodging.

  Regards,

  ***** ***** * Supervisor

  ******** ****** | Supervisor Guest Relations

  Customer response

  04/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Attachment shows that the consumer was "banned for life" for no apparent reason from the Durham-Duke Medical Red Roof.  Seeking explanation for this.

  Business response

  04/11/2022

  Record ID 13709311
  
  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 Durham - Duke Univ Medical Center. 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 Durham - Duke Univ Medical Center 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

  Customer response

  04/20/2022

  Consumer mailed attached response and additional information to BBB.  We have copied the text of the cover letter below:

  April 20, 2022
  
  *** ********* *****
   BBB Dispute Team BBB
  1169 Dublin Rd.
  Columbus, OH 43215
  
  Dear Ms. Evans:

  
  Thank you for your follow up. The only response from Red Roof Inn is an email on April 11, from guest relations. The email stated I would be contacted within 48 hours. I still have not been contacted. This abusive treatment is simply unacceptable and scary. How in the world do you ban a 65 year old grandpa without an explanation. Please refer to the original letter sent to the CEO of Red Roof Inn and I have yet to receive a response.

  
  Most Respectfully,

  
  **** ********
  
  
  cc: Red Roof Inn Duke Medical Center Durham 
        Red Roof Inn Corporate Office
  

  
  

  Customer response

  04/24/2022

  Consumer mailed attached copy of letter to the business and additional information to BBB.  We have copied the letter below
  

  
  April 24, 2022
  
  
  Mr. Andrew C. Alexander CEO
  Red Roof Inn Corporate Office 7815 Walton Parkway
  New Albany, OH 43064
  
  
  
  Dear Mr. Alexander:
  
  The last correspondence I received from Red Roof Inn Corporation is the enclosed email dated April 11, 2022. The email stated I would be contacted within 48 hours and I have not. This is completely unacceptable. I have every right to know why I was denied service at the Red Roof Inn Duke Medical Center. I also demand to know why as a 65 year old grandpa with cancer related health issues I am banned for life at this hotel. There is something seriously wrong with your company and you need to be reported to every consumer protection service there is. I will not rest until my concerns have been resolved. Please refer to my original letter dated April 4, 2022.
  
  
  Respectfully,
  
  **** ******** 
  4501 Stonewall av
  Richmond, VA 232
  
  
  cc: Ohio Consumer protection -Complaint division
       BBB
  

  
  

  Business response

  04/26/2022

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

  
  

  Thank you for taking the time to tell us about your experience at theRed Roof Inn Durham - Duke University Medical Center.

  
  

  I am sorry that your experience did not meet your expectations. At Red Roof, we strive to provide superior service to every customer; therefore your feedback is very important to us. I want you to know that we are taking the appropriate measures to address the problem that occurred during your stay to prevent any future occurrences.

  
  

  Please note that this issue was an exception to our normal practices and the standard procedure in such cases is to confer with management regarding what can be done to resolve the matter, as our staff is not authorized to make decisions that conflict with policy. We ask that you please call us and ask to speak with the General Manager so that we can discuss this matter with you right away.

  
  

  We appreciate your sharing your concerns, and I hope you will give us the opportunity to better serve you in the near future.

  
  

  Very truly yours,

  ****** **

  Guest Relationship Manager

  Red Roof Inn - Red Roof Inn Durham - Duke University Medical Center

  [email protected]

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BBB transcribed handwritten details of complaint from letter:
  To BBB l ********
  I’m signing and submitting a complaint against officals at the Red Roof Inn at its main headquarters in New Albany Ohio for allowing and enabling its staff to unjustly take my funds of $200.00 from my account after claiming me or a guest of mine was smoking in the rooms rented by me in Charlottesville, VA. 
  
  On 02112022 and no we wasn’t smoking in this hotel and no officals didn’t tell me prior or let me know my income was collected on 02152020 if I did and no I didn’t damage anything in my room even though the icebox was broken and never fixed. I want my money back not its cost for staying.
  
  And yes its fees for its claiming I was smoking and I want staff to call my power of attorney Frederick S. at ********** to try to resolve this issue and yes I will make the final decison weather to accept or reject officials offer and yes, I am enclosing my address.
  
  Respectfully,
  

  Business response

  03/07/2022

  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 Charlottesville. 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 Charlottesville 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

  Business response

  04/21/2022

  April 21st, 2022
  
  Record ID 13210998
  
   
  
  Hello ******* ******, 
  
  ? 
  
  Thank you for your additional comments regarding the Property Name. We regret 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 
  
  *** ***  **** ** ******* ******  ************ ** ***** 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I stayed at the Red Roof Inn at **** **** **** ** ********* *****. Upon checking out I received a printed receipt dated May 27, 2021 for total charges of $148.91, charged to my Visa account. While working on our federal income taxes I discovered an additional charge of $100.00 also dated May 27, 2021 had been charged to my Visa. I have contacted Red Roof Inn on February 7, 2022, to complain about the extra charge via email and included a copy of my receipt. I received a reply on Feb. 9, 2022 stating that they were "sorry for the inconvenience and extra charge. . . " and asking me to call them. I then asked for a phone number in which to contact them on Feb. 15, 2021 but they have not responded. I have since emailed them again to find out what phone number to contact them. No reply. I would very much appreciate you assistance in getting us the rightful return of the fraudulent charge of $100.00. My husband and I are well into retirement, did not have any additional guests/animals accompanying us, left the room without any damages nor did we take anything that did not belong to us. ** ******* *********** *** **** * ****** ****** ** **** ********* ****** ******** *** ****** ** ***** ** ** ****** ***** *********************** ** ***** ****** ** ************* Should you require any additional documentation please let me know. Thank you very much for your help.

  Business response

  02/24/2022

  ***** *****
  
  Thank you for contacting Red Roof Guest Relations! To speak with the property about the invoice issues please contact property at:
  
  *** **** *** ******** **** **** **** **** ********* ** ***** ** ************ * ***** **** * ***** *********

  Customer response

  03/09/2022

  
  
  Complaint: 16800762
  
  I am rejecting this response because: 

  I received a notice from the BBB this morning that my complaint, number 16800752 was closed.

  
  

  I have been trying to contact the number that Red Roof told me to call but continually get a fast busy signal.

  
  

  Today I was able to get their guest relations number and called them.  I spoke with ****** who informed me that we were charged an extra for smoking in a non-smoking room!  We never received any communication from Red Roof accusing us of that.  We have never been smokers in our entire lives.  ****** is sending this information to "upper Management" saying I should hear something back from them in a couple of days. 
  

  
  

  If possible, can my complaint be opened until this is resolved?  I feel that having you behind me makes a big difference in resolving all this.

  
  

  Thank you,

  **** ******

  
  

   

  Business response

  03/09/2022

  Hi,

   

  According to our records, a case was filed on your behalf. (I've attached the most recent communication below.) At this time, the case is considered to be closed. The Guest Relations department is unable to assist with this issue. Please contact the location directly if you have any other questions. 

  March 7, 2022
  Record ID 12939166
  
  Hello **** ******,
  
  Thank you for your additional comments regarding the RRI351 - Red Roof Inn Amarillo West. 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
  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

  Thank you,

  *****
  

  Supervisor
  Guest Relations

*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. ↩