Complaints

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.

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was told upon initial Check-in that there will be a $100 damage deposit held on my card. That is normal practice as all hotels. Hold a damaged deposit. But once you check out and the room is left with no damages. You are supposed to receive the $100 back. This is what I was told by the front desk clerk. Today I get a refund for $95. I called the front desk inquiring on why and I was told by Someone that I never spoke in person at the location who claim to be an employee this individual told me that there is a $5 fee held for front office staff. I was not told this and requested that I get my $5 back. It is not about the $5. It is about the principle. I was told one thing and got another. This is illegal and should be investigated if this location. Does this 500+ times annually? They are pocketing people's money who don't even pay attention to their accounts when they receive their refund for the damage hold. I will never use this location again. And I have disputed the entire charge with my bank. I'm reporting this location to BBB as well

  Business Response

  Date: 11/18/2024

  As stated when you emailed the hotel, you signed and initialed to acknowledge that you read and understood the hotel policy in which this $5 fee is stated. It is also posted around the front desk. Nothing was hidden and again you signed for it. 

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Refused to give security deposit back due to “dog hair” in the room. We did not have a dog in our room. Our neighboring room that shared a connecting door had a dog, so they charged us both for the deposit. (On top of all of this, their dog is a service dog). Dog was never in our room. If you look at their reviews they do not refund the security deposit back for anyone. We made sure that everything was left clean, towels put in one spot, sheets piled for them.

  Business Response

  Date: 10/29/2024

  There are pictures of both rooms with dog hair all over the bedding. Also, the pet is an emotional support animal, in which, tennessee does not recognize as a service dog. The policy was broken and the damage deposit was kept due to this. This was per the owner of the property. As you all stated multiple times, you have been staying for years and are aware of the policies. At some point the dog would had to have been in your roo. As well because it's the same color dog hair and on all of the beds. Unfortunately, we will not be offering a refund for broken policies. 

  Customer Answer

  Date: 10/30/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  We have been shown no proof of dog hair in our room, only the assumption that the dog was in our room because of the conjoining rooms. Horrible business practice. Reviews all state the same issues of others not getting their deposits back. 
  
  Sincerely,
  
  Morgan *****

  Business Response

  Date: 11/01/2024

  These are the pictures that were taken after checkout. 

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  September 30th, 2024 I checked out of red roof in expecting my damage deposit back because me nor my dogs damaged anything, I have a large husky who sheds I have his fit severely on my clothes everyday,so of course they was hair, they say their pet friendly but ultimately are not as they do not even leave a broom in the room, and j picked up the hair but they insisted the dog was on the bed when he wasn’t he is crate trained and was in the crate the whole time we were in the hotel except when we took him out, and my other dog i had does not shed, he is a golden doodle who has the hypoallergenic gene, they are refusing to give my damage deposit back.

  Business Response

  Date: 10/07/2024

  At check in, you signed and initialed the hotel policy sheet stating that you acknowledge your deposit would be kept if dog hair is found in the bedding. We do not charge unless it is an excessive amount of hair. We have housekeeping service everyday. Your room would have been kept clean if you allowed this. I can attach your signed policy sheet on an email if needed. 

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They ruined our wedding day by falsely accusing us of smoking in the room because we had thrown our cigarette butts in trash instead of littering their parking lot. I followed the smoking agreement I signed perfectly. We smoke exactly where we were told to. Absolutely no where in any of the policies you sign does it state to litter the parking lot with cigarette butts instead of throwing them in the trash. If being in the trash can get you thrown out that needs to be in smoking policy. While we were getting married these people were calling kicking us out of our room because of butts in our trash. Instead of leaving our wedding and heading out to eat like planned we had to go back to hotel. My husband and I spoke with desk employees. They threatened to call cops on us. We went to room packed all our stuff then they decided to let us stay. It never should have been an issue because it was not part of their policy on where to dispose of cigarette butts. The parking lot had cameras that could show us smoking and putting the cigarette out before we went back in our room. There’s multiple google reviews by customers who suffered the same but this was my wedding day. They ruined to try to steal security deposits and the nightly rate we had already paid

  Business Response

  Date: 05/29/2024

  The room smelled of smoke, they had the option to stay but they chose not to

  Customer Answer

  Date: 05/30/2024

  If you read this company’s reviews it’s full of stories like this. Red roof inn making false allegations to charge extra deposit money. I’ve included screenshots just three reviews left by others who were harassed in the same manor by this people. There’s many more reviews like this. One person was even charged cause they claimed she got blood on a sheet but it was actually chocolate milk. Honestly I think all the people who charged extra should get together and seek a consultation from a fair commerce attorney. What the red roof inn pigeon forge is doing is wrong and it needs to be stopped. 

  Business Response

  Date: 05/30/2024

  As we previously stated, the room did smell like smoke as it will even if there are just cigarettes that have been put in the room. That will cause an ash tray smell.  No one has lied to you. The policy paper that you signed states if the room smells like smoke, you will be asked to leave. You occupied this room for the 2 days, and it was not able to be rented. Your room was checked after you checked out and your deposit was refunded. There will be no refund offered other than that. 

• Initial Complaint

  Date:04/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 reserved a room at red roof inn on March 28th 2024. I arrived at the hotel just a couple of hours after I reserved it. Upon inspection of the room I found bedbugs on the mattress. I showed the pictures to the feont desk and they said they would cancel my reservation and there would be no charges. However, they charged me for that first night anyway despite the health violation of bedbugs. I talked to a manager and corporate and they will not refund my money. This seems like theft since there is no way I could have known about the bugs and couldn't stay in a bug infested room.

  Business Response

  Date: 04/20/2024

  As I have told the guest. The room was thoroughly checked out, No evidence of bed bugs were found. Several guest have used that room since she left with no problems what so ever. We could not verify the photos were from our hotel. no refund is due.

  Customer Answer

  Date: 04/22/2024

  The businesses response is unsatisfactory. They either did not check the room thoroughly enough or not at all, or just outright lied about not finding bugs. I literally took pictures of the bugs on the mattress. My only mistake was not bringing the staff up to show them the bugs and take a picture with them and the bugs to prove it was their hotel. I wouldn't have thought to do all of that because most businesses are not shady like that. Lesson learned for me that a business can steal your money and get away with it.

  Business Response

  Date: 04/22/2024

  We have nothing more to say. I do not lie or have a need to cheat anyone. Please close this interaction

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  **** 1 night stay. My wife and I and 2 dogs booked onlined to stay from Wed. night Nov22, 2023 to check out Sunday Nov26, 2023 (4 nights). **** **** **** **posit. We arrived Wed. around midnight and was told we got lucky we showed when we did because they were getting tired of waiting for us since their computer system was down. We wasn't aware we were being waited on!? They were rushing me to sign the papers so they could leave. The next day Thursday Nov23, 2023 around 1pm THANKSGIVING my wife and I took a 20 minute walk. Upon returning to the motel they were about to clean the room next to ours while talking and being very loud outside of our door. Understandably my dogs started barking because of it. 5 minutes later I got a degrading call saying I didn't tell them I had a dog, let alone 2 dogs and that I needed to get my dogs and "LEAVE IMMEDIATELY WITH NO REFUND AT ALL"! I explained to her that I was never asked if I had a dog as I was being rushed to sign the papers the night before by them. She treated me as if I was a criminal for breaking their 1 pet policy (which I didn't know and was not told) and she even compared it to breaking the law and suffering the consequences. I told her I understood that is their policy and would gladly leave but had only stayed for one night and wanted a partial refund. She continued talking down to me and out right nasty towards me and told me I would get no refund because I broke their policy. She said even though I was being rushed by their own employees that it was only my fault I didn't read the papers I signed. She refused to give me any other contact information to anybody else so I could try to resolve this. So basically they charged **** for 1 night stay at their crappy motel on top of treating me like complete crap on Thanksgiving while I was being completely respectful towards them. What ever woman who was working on November 23 Thanksgiving day redroof inn front desk should not have a job dealing with customers!

  Business Response

  Date: 11/27/2023

  Our policies are published on all booking sites.

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 8/2/23 we went to check into our room where we were notified that we had not booked for enough people and it would cost and additional $70. We logged into the 3rd party website and seen we could actually book for cheaper at the same hotel with the right number of people. They refused to adjust. We paid the extra. We went to the room where we found the bedding was wet on all 3 beds. We contacted the front office, the team member came to our room and said it was cold, not wet. I asked for clean bedding regardless of her opinion. She ripped the bedding off and said I know how to handle this. She returned with the police and made me leave. We had not not even carried in our bags, a refund is due to us. She claimed we had 6 adults and 2 kids. There were 2 adults and 2 kids in the room. This was a family vacation and other family members did meet us there to make sure we were settled in, but dont were staying with us.

  Business Response

  Date: 08/03/2023

  This guest was very abusive to our staff. We offered to change the bedding (even though it was NOT wet), the bedding was just cold from the AC. The police had to be called when the guest became aggressive with staff. The officer confirmed the there was nothing wrong with the bedding. The guest was asked to leave without refund while the officer was here per the policies they agreed to at check in. There is no refund and the guest has been banned from our property.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: ********
  
  I am rejecting this response because: There needs to be a conplete refund.  We did not stay and only had issues due to their negligence.
  
  Sincerely,
  
  Donald *************

  Business Response

  Date: 08/04/2023

  again....

  This guest was very abusive to our staff. We offered to change the bedding (even though it was NOT wet), the bedding was just cold from the AC. The police had to be called when the guest became aggressive with staff. The officer confirmed the there was nothing wrong with the bedding. The guest was asked to leave without refund while the officer was here per the policies they agreed to at check in.

   

  There is no refund and the guest has been banned from our property.

• Initial Complaint

  Date:07/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  When I checked in They charge me a 100 more than the quote for the 4 nights. I am a member of red roof and I was supposed to have one night free because they took my points and never gave me my 1 night free. They also charge my credit card a seperate charg of $105. That was supposed to be returned to me when we left. When you check in they charge a cleaning deposit of $105 per room. We were there 4 nights and no one cleaned our room but me. Signs all over the desk about the return of the deposit be issued as soon as the room is checked after checking out. Staff tells you it is a deposit for any damages or excessive dirtiness. I cleaned the room my self. They told me my deposit will not be returned due to stain on the white sheets. When questioned about it they make excuses that the sheets did not come clean but white sheets can be BLEACHED. The rooms are of average size with POOR lighting. I requested handicap room which it was NOT, nor did they have appropriate parking for wheelchair accessibility. Multiple reviews saying that deposit is never returned with always an excuse why. I cleaned the whole room with lysol wipes prior to leaving to assure I would get my deposit back, but did not. There are four handicapped parking. The problem is they're across from rooms that are less handicap accessible then the one we were in and are in the middle of the parking lot. We were in room 122. The parking spots are on the other side of the building. In May I requested a handicap accessible room for a wheelchair but they do not have accurate parking for any room for any handicapped person nor a handicap room. I have pictures of a danger situation to children and animals who can step in and hurt themselves. I will be looking into the handicap laws in this area to see if this hotel is grandfathered in and following the regulations. Thank you for your attention to this matter.

  Business Response

  Date: 07/26/2023

  This has been discussed in detail with the guest several times. Had she not left a mess, she would have gotten her deposit back (like 99% of our guest do). Our policies are published on all booking outlets. We have nothing more to comment.

  Business Response

  Date: 07/31/2023

  We are going to disagree on the condition of the room, I suggest the guest stay somewhere else next time, please close this file.

  Customer Answer

  Date: 08/01/2023

  I would like this case reopened. I have requested proof from them. I submitted my proof.

• Initial Complaint

  Date:05/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made a reservation with this motel. They told me it was pet friendly. As I entered the motel there was a sign that said no pets on beds or furniture. If there is any hair you will be charged. I told them I was never told this. Plus the woman at the desk  Complained the whole time I was talking with the other woman. Said the people never tell people the truth and we always have to deal with it. They are supposed to be in cages. My dog is my emotional support dog and she is never in a cage. She sleeps with me and is always with me. There was no way I could stay there. (I don’t know any place you have animals where there wouldn’t be hair) the lady told me there was a deposit on the phone I was ok with that thinking no problem my dog doesn’t chew things up or use the bathroom inside so no biggie. Never in my mind would I have thought they would keep my 105 deposit for dog hair! This to me is not pet friendly at all. It’s crazy to even expect there would be no hair with an animal. However I went back and forth between the phone reservation people and the person in the motel at the desk. They even spoke with one another. I was told from the motel there was no manager that could authorize my money back because they were on vacation. They are using the 24 hour cancellation policy. Which would of been fine if they had disclosed all their policies, I would of never made a reservation with them. I feel I was lied to by them and this important information was kept from me. So they could keep my money. This is very poor service / business. If you’re going to advertise pet friendly then you should disclose all your policies before you take a reservation. As I said had I been told this information before I made the reservation I would have never took it. Expecting to cash in on another 105 bucks because of hair! Just is poor business. So I couldn’t stay there because of their policies. Which I was never told about.

  Business Response

  Date: 06/06/2023

  We have responded several times with this guest directly, the charges are correct, no refund is due

  Customer Answer

  Date: 06/07/2023

  * ********** ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  April 23 to 28 2023 We have been going here for 2years while 3 or 4 times a year for a week at a time because of being pet friendly. We know there is $100deposit for dogs always got it back. They kept it this time saying excessive dog hair . He's a small 13 dog. Pluses i carry extra covers for him. I contacted them and the office .I knew they would take there said.And they would not call back only email. If you view their website they are doing every one who stays there like this,and one elderly couple didn't even have a pet.I honestly think of this as a scam...they say pets stay free but they are keeping everyone's deposit and charging a $5. Check in fee. They had taken the deposit out the day we got there on 23 is date on my credit card we checked 28th.And they had already taken it out. Can you please help resolve this Thank you Kenneth ********s And Linda **********

  Business Response

  Date: 05/04/2023

  Mr ********s left the room with excessive dog hairs. The vast majority of our guests follow our policies about keeping pets in kennels when they are not in the room. Mr ********s was aware of our policies and was aware he would be charged. The excessive dog hairs cause us more in cleaning expense, that expense is passed on to the guests. There is no scam, The guest have to sign off on policies before they check-in.  The charges are correct.

  Customer Answer

  Date: 05/08/2023

  
  Complai*** ********
  
  I am rejecting this response because: they are intentionally keeping people's money.

  Read the reviews...and this is the only Redroof that is.we have had the same dog . 13 lb small dog and never had this happen 
  
  Sincerely,
  
  Kenneth ********s

  Business Response

  Date: 05/08/2023

  again, we will only respond to this guests concern. We have responded to the guest.