ComplaintsforRed Roof Inn

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to PA on Friday Aug 18th and went to check in once we pulled into parking lot the location looked nasty and dirty so we ask to see the room before checking in. The air was muggy and moldy and the hallway to our room was disgusting and looked like it hasnt been cleaned in several months. We get to the room and there are roaches crawling everywhere and bed bugs in the bed. Toilet was not clean, walls were smeared with something not sure what. Just a awful experience so we go to lobby and request a refund because we were not staying there and was leaving to go find a different hotel. At that time, a employee named ****** was there and he would not approve us to get a refund stated we would have to contact the manager on Monday. We contacted Priceline as that is who we booked the room through and they stated they could not issue a refund without the approval from hotel. They tried contacting the hotel today and they said Manager did not show up today to call back tomorrow. This facility should be shut down. I would like my money back as I did not stay here and was out more money with having to go find another hotel that was livable for the weekend.

  Business response

  09/05/2023

  Dear Sir/*****,

  I am reaching out regarding complaint ID ******** (***************************). We apologize for the inconvenience to the guest during short visit. This reservation from ********* was non-refundable but since the guest were not satisfied, we had authorized the refund to the ********* over the phone when they called the front desk regarding their concerns. When the reservation was from 3rd party, it gets a little complicated and this case is the perfect example of it. We receive a virtual card from the OTA agency with the exact amount for the guest reservation. When refund has to be processed every OTA has their own system. Normally, with ********* they call the front desk with the queries from the guest and in cases of refunds we authorize the refund over the phone and then Priceline is the one who is supposed to refund to the guest. I am more than happy to resolve this situation with Priceline and sort out the refund if it is still outstanding. 

  Best Regards,

  ****

  Customer response

  09/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the hotel stated they approved and would refund us the money. As you can see in the attached email from ********* they took the first night charge as a cancellation fee. This is unfair and unacceptale. I can understand if this facility was in good standing and we just came and cancelled our reservation but due to our circumstances and what we saw as sent to you in the first complaint this is not suitable place to stay so that is why we left. We did not just cancel because we decided to stay somewhere else. When we arrived and saw the state of the room etc we were not staying in a bed with bed bugs and in a room with roaches crawling around. I would like the full amount refunded back to me ASAP as this is not fair to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into this hotel on May 5 2023 for 1 night and this room that the front desk clerk put me in was infested with cock roaches on the floor, bathroom and on the walls. When I told her about it, she said management was aware of the problem but will not do anything about it. She offered us another room but that had roaches as well and I couldn't sleep knowing there are bugs. They are also on the walls in the hallways by apparently no one is doing anything about them. This hotel should be closed because it's disgusting. Thank fully I was lucky to find another hotel to accommodate me but what an inconvenience. They continued that night to rent out rooms even being aware of the situation.

  Business response

  05/11/2023

  Dear Sir/*****,
  

  I am reaching out regarding complaint ID: ******** (***********************************). We sincerely apologize for the inconvenience to the guest, I have already authorized the refund to be processed for the guest but since the reservation was made via online travel agency (*******) the guest will have to call ******* regarding the refund and in return ******* will call the property where our staff will authorize the refund. 

  Please find attached the signed contract for roach cleanout assigned to **** *********.

  Please let me know if there is anything else is needed from our end.

  Best Regards,

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to check into this hotel on December 31st, 2022. I paid $78.92. Immediately upon checking in I went to the room to find it was covered in roaches. They were everywhere!!! The front desk person did offer me another room, but of course I did not want to stay at the hotel at all after seeing the roaches which I don't think is an unreasonable reaction. I just want this money back and I have gotten no response from the hotel itself.

  Business response

  01/17/2023

  Dear Sir/Madam, 
  

  I am reaching out regarding complaint ID: ******* (******* ********). The guest had made a non refundable reservation via booking.com for 1 night from 31-DEC-2022 and checking-out on 01-JAN-2023. The non-refundable booking was mentioned in their confirmation email. This reservation was booked via OTA (*******.com) and we have not heard anything from *******.com. Upon checking the room,  our front desk GSR did not find anything in the room. We have a professional exterminator company  service our property. We offered the guest another room, but the guest did not want to stay at the  property.  
  

  Kind Regards, 
  Menak P

  Customer response

  01/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  There is absolutely no way that they did not see anything in the room. I mistakenly did not take pictures. However my boyfriend stepped on a roach and killed it, so it would've been dead on the floor in the room. This company is flat out LYING. The front desk rep even said "oh yeah there's roaches?" He was not surprised and never came back and said there weren't any. That is completely ridiculous. This business has done this to multiple people in the past and if a refund is not done, SOMETHING needs to be done. I will take this as far as I need to go. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Place was absolutely disgusting. Checked out as soon as I was able, did not stay over night. Awful smell. Brown streaks on wall. Contacted *******.com for a refund but hotel will not respond to them or myself.

  Business response

  11/22/2022

  Dear Sir/Madam, 
  

  Guest ******* ********* made the reservation via booking.com from 28-OCT 2022 to 29-OCT-2022. As per our policy we do ask for a 24-hour cancellation  prior to check-in time (1500). The guest checked-in at 2130 o 28-OCT-2022 and  wanted to check-out after staying in the room for 30 minutes and the room was  used upon checking the room. When *******.com agent contacted the property,  we explain why we will not be able to refund the guest, which is reservation was  past 24-hr cancellation policy and the guest used the room. Please find attached the  confirmation letter as a supporting document. Please feels free to reach out to me if  any further clarification is needed.  
  

  Kind Regards, 
  Menak P****
  

  
  

  Customer response

  11/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because the owner of the hotel is disregarding the point. There were brown streaks coming down the walls. It was the most disgusting room I've ever been in, no exaggeration. The health department needs to visit immediately. 

  Regards,
  
  *********************************

  Business response

  11/28/2022

  I am reaching out regarding complaint ******** (*********************************). We have a lot of guests checking into the rooms and there is a possibility that our house-keepers might have missed some details. If the guest has any pictures of the brown streaks coming down the wall then we will most certainly look into it. Also, we are having contractors come in and re-paint the property.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a reservation to stay at this hotel the night of the 27th and 28th of May 2022. We paid a total of $291.09. This hotel has posted on their website that this property has taken extra health and hygiene measure to ensure our health and safety are our priority including use of cleaning chemicals that are effective against coronavirus, linens, towels, and laundry washed in accordance with local authority guidelines, guest accommodation disinfected between stays, guest accommodation sealed after cleaning, and hand sanitizer in(all rooms). None of these precautions were taken. The room had not even been cleaned, AT ALL. I have pictures of the condition of the room upon entering it. There was food from previous guests on the carpet, dirt, fresh blood and brown stains on the sheets, the tables had layers of dirt on them, the carpet was unvacumed and covered in stains. The tub was dirty and there was a bedbug in our bed that we killed. I have pictures of these things. During the night my family and I were bit by bugs so we checked out before the second night. We asked to be refunded due to the lack of cleanliness of the hotel and the bug bites. June 9th received an email from red roof inn saying they approved our refund for one night only. Booking has reached out to them many times and never received the money to credit us. When we contacted booking again they said we would have to contact the property directly. We called several times and were told a manager would take care of it and did not receive a call back. We even showed up in the office to ask in person since getting ignored on the phone. We don't feel like we received what was advertised which is a clean safe room to stay in and feel that we should be refunded for our entire stay or at least the night we did not stay as we were promised. We just want our money back so we do not have to deal with this any longer. This property also posts fake positive reviews on their website which is dishonest.

  Business response

  08/19/2022

  I am reaching out regarding guest *********************. We apologized to the guest multiple times regarding their bad experience. We also explained to them that their reservation was made through a third party ***. Which means that the guest made the payment of their reservation to the *** and the n *** will provide us with a virtual card (one time use) with the exact amount of their reservation. In this case, once the card has been charged the virtual card will disappear from our system which makes it impossible for us to refund the money. The guest were advised multiple times to please reach out to the *** they booked from explaining their situation, then the *** will call us and provide us with another virtual card where the money can be refunded.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint do you roaches in this motel, there is black mold growing in the bathroom above the shower, the carpets look like they haven't been cleaned in years , shower curtains and the bedding had blood stains, the AC unit in the room had dust & mold growing in it causing us to get sick and stuffy .

  Business response

  11/15/2021

  Dear Sir/Madam, 
  

  The guest did not want to stay at the property as soon as they arrived. At first, they asked for refund for their stay due to some emergency. Upon explaining to the guest that their reservation in non-refundable and past 24-hr cancellation policy they just went berserk to the front desk associate. Once these  complaints were lodged, we had our housekeepers inspect the room regarding the mold, carpet, blood  stains on the sheets and none of these issues were there. Our housekeepers are very thorough when it  comes to cleaning the rooms and all of our rooms are inspected by our front desk staff to check for the  quality of the work. 
  

  As for the roaches, we have hired professional pest control serveries to treat our entire property. After  the complaint we had our pest control guy come in and inspect the room and they did not find any  roaches inside the room. 
  

  Kind Regards, 
  Menak P

  Customer response

  11/15/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Explain the pictures ? Your housekeeping is two crackheads standing outside smoking cigarettes outside the rooms so then all the rooms end up smelling like smoke. Also we never went berserk we were kind and understanding but we were also firm in what we had to say. Its Not okay to deny all accusations. I'm sure you never even had pest control show up. The most ridiculous response from anyone . 
  
  Regards,
  
  ***********************************
  

  Business response

  11/30/2021

  Dear Sir/Madam, 

  We do acknowledge our housekeepers were not up to par in terms of cleaning rooms. They were doing  partial job while cleaning some rooms when the volume was high. We have hired new house-keeping staff and the housekeepers that the guest is mentioning do not work at our hotel anymore. Since COVID  pandemic these guys were our 8th hire for housekeeping staff. The housekeeping staff keeps on changing every 2 months or so when it comes to new hires there are mistakes that come to our attention, we re-train them and try to avoid these mistakes in the future but there is a learning curve. 

  As for the pest control, please find the attached invoice from *** pest control. We are partially outdoor property and sometimes these bugs sneak in when the guest are going in and out of their rooms. 
  

  Kind Regards, 
  Menak P

*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. ↩