ComplaintsforRed Roof Inns, Inc.
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Complaint Details
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Initial Complaint
09/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a room at Red Roof in Fairlawn,OH online through Agoda.com. The pictures and reviews were good, so I booked 3 night-9.8.21 - 9.10.21. I was there for my father, who went into hospice, so I got there later in the day. The hotel was disgusting with random men and women hanging out, which made me feel really uncomfortable..very creepy. I went the room and found it smell horrible and as I looked around, there was dirt, cobwebs, and was extremely filthy. I left and bought 2 cans of Lysol spray and covered the room. I took many pictures which shows the unacceptable conditions of the room and talked to the booking company and sent them pictures as I wanted to cancel the following 2 nights. They contacted the owners and they said I was contacted for 3 nights and will charge me for 3 nights. There were couples yelling, people smoking on the walkway, a dog the barked all night. I got up the I looked at the mattress and it had blood stains in different in areas..the sheet did as well.Business response
09/19/2021
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? We do not have one located directly in the city of Fairlawn, Ohio. 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,Customer response
09/21/2021
Hello,
The Red Roof is in Medina, OH. I attached the receipt. Thank you!Business response
09/21/2021
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 Cleveland - Medina. 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 Cleveland - Medina 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 RelationsInitial Complaint
09/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made a reservation after speaking with my primary care doctor and specialist(s) as to when and where my medical procedures will take place thinking it may be scheduled when making my first reservation after speaking with the hotel's manager Jenny who assisted me a great deal, please. I was told COVID matter the hospital and doctors are having a great deal of scheduling issues and was forced to cancel my reservation and thought it may be best to try and schedule a reservation for a time I thought but did not have confirmed which I made Jenny aware that might be best and was again, rescheduled. I made the hotel's employee Mallely aware two weeks ago when speaking with her asking for my reservation to be cancelled a second time stating it will not happen again and was told by Mallely she can honor my rate again but to try and not cancel a third time which we both agreed I would not do. I was told this morning by Mallely she will not honor my rate as promised cancellation no. ***********Business response
09/13/2021
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 RelationsInitial Complaint
09/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am a redi points member and as a business man I chose to stay at red roof while traveling everytime we travel. I booked a room for 2 nights 9/10/21 and 9/11/21 at the redroof Inn Richmond south on commerce rd in Richmond virginia. I booked online and under my member name. I called immediately after booking to make sure they knew that I would be arriving after midnight due to working and having to travel 4hrs. I was told no problem. I felt a little uneasy today while traveling so I stopped and called them again and was told the same thing. The very rude lady took my ID upon arrival and immediately looked at me shaking her head and smartly told me that her manager cancelled my room and booked someone else in it. I told her that me and my kid had traveled and called ahead and we were tired she said im not dealing with this ******* ****. She refused to give me her name. Also still waiting for a refund for getting bit by bedbugs at the ****** md. Redroof. Never want to stay at another RRBusiness response
09/13/2021
********* ***** **** ****** ** ********
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 *************** ** ** ***** ** ************. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.
***** **** ***** *** **** ***** *********
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Contact Information
Customer Complaints Summary
206 total complaints in the last 3 years.
74 complaints closed in the last 12 months.