ComplaintsforRed Roof Inn

• Initial Complaint

  07/08/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  On June 26-27th of 2023 my husband and I stayed at the Red Roof inn in Abingdon VA while traveling to *********. We got the room at about 2am and we're given a room tourds the back of the property that was very dirty, smelled greatly of mold and moist air. The bathroom was dirty with a ring of black mold around the tub. The A/C for the room was off and it was as hot as the heatwave outside in the room wich leads us to believe they gave us a room that had not been touched for quite a bit of time. We were advised to not hand our key over but to leave it in the room when we checked out. When I brought the issues up to the management of the hotel they basically said sorry it was dirty no refund will be given. I will be attaching photos of our conversation.

  Business response

  07/24/2024

  We have two buildings, the building close to the office is double beds and we have a secluded king size building closer to cracker barrel. she stayed in room *** which is right up the stairs to the left as you can see in the picture, it is currently occupied and I have taken pictures to provide proof that there is no mold in the tub or ceiling as the property has been remodeled in the last six months. So her complaint is that she was not happy with the condition of the room and our hotel policies for daily operations; we do not provide breakfast so there is no reason for anybody to return the keys to the lobby. As you can see my bathroom and my room is in great condition because I personally clean them everyday due to the employee shortage. It is an exterior room hotel and we are not required to have the A/C running continuously when vacant.  If you think I am in the wrong doing please let me know. Thank you- **** ******

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/22 I was charged an additional $50 by this business as a "cleaning fee" because supposedly the room "smelled" after I stayed there with a cat. 1. Red Roof bills itself as "pet friendly" and promote the fact that pets stay free - a key reason I booked this stay. If you are "pet friendly" then you would understand that a cat with litter boxes will "smell" for a bit. Airing out a room does not cost $50. It's not like the cat peed outside the litter box or scratched up furniture. 2. I stayed at the Red Roof in ********* for 5 nights with the same cat and setup and had no issues or complaints about the cat. 3. The room's tub was pretty dirty, the sink was slow to drain, and sheets had pink marks / stains (lipstick?) but I didn't complain because it's a 2-star motel. 4. A friend stayed in a different room that, ironically, smelled like cat ****. We both joked that her room smelled worse than mine that had 2 litter boxes. It was so bad she packed up and moved to the ********* *** next door. Then they claimed they couldn't rent my room out because of the smell. I contacted them and they refused to return my money.

  Business response

  05/31/2023

  The pet must never be left untended.The room smells of cat ****. Was not able to sell for few days deep cleaning required. As the policy stated during your stay you must maintain the room.  We told the guests upon arrival that pets can’t be left alone. This is the reason. The cat like to mark territory and that’s what happened in this room. Smell of urinate from cat is very strong. If you are a cat owner you will not be bothered with it. It’s just like smokers they think they don’t smell. The person who truly doesn’t can smell it. 

  Customer response

  05/31/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Business continues to use pet as excuse to charge me. The pet did not urinate anywhere outside its litter box. I inspected the room before I left and I confirmed this with the business when I called them. They are making up that the pet "marked territory".Moreover, as already stated in the complaint, they rented a room that actually smelled like cat **** to my friend and she had to leave the premises. So the notion that they wouldn't rent the room with a smell is also false. Regards, **** ******* 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We booked a 5 night stay on the 17th of December. We booked on the Red Roof Inn app which gave us our price after taxes and fees. When we got there they demanded, not asked politely, for a $50 refundable deposit. We were not informed of this and so we had to shorten the stay to 3 nights. Aside from the room being spotted with blood stains, brown stains, and the shower or bath not working, they stole our $50 deposit. They claimed we "trashed the room and left it disgusting". I actually spruced the room up and tried to clean up all of the dog hair our dog left. The lady was very rude and said it was so dirty they said they'd keep it. I was furious because we were staying there to avoid sleeping on the street, and that $50 was supposed to feed our family....now we're broke and hungry. I filed a complaint with Red Roof an they were just as hateful, saying we should clean up after ourselves better. We have the email as proof. I did some research and they have taken many many peoples $50 deposits for such bogus reasons such as: towels were stained, bed was stained, room too dirty, bedsheets too ruffled, etc. All of the people who have reviewed the motel say the stains were all there before they arrived, and were charged for it. Our bed also had stains and so did the toilet. They were so rude and made me feel like I was robbed, just like all those other people. Please, that Red Roof has been scamming people out of their money for far too long. They don't believe a word you say and they take your words and change them, making it seem like it's our fault. We only wanted our $50 so we could eat, but now all we have is a pack of peanut butter crackers between the three of us for another week. Therefore, we want a refund of $269.77 which was our total stay amount. Please help me, my family, and all the other people who were scammed as well.

  Business response

  01/12/2023

  We have a policy in place on what is required during check-in. We asked everyone for a credit card on fill or deposit of $50 on any other form of payment. They lied when checking in and said have 1 dog but had 2. We only allow 1 pet per room.    If you felt that there was blood on sheets why did you not contact the front office we provide the phone within reach from your bed.  You came in with a 3 night stay not 5 so when did you make changes before getting here?  We charge you to clean the mess you left and destroy my sheets and towels.  Look at  the pic to see and what you think $50 to cleaning fee is enough? 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  11/25/21 AM: Scheduled a two night stay 11/25&11/26 via *********** for Red Roof Inn in ********* **. Arrived- hotel was sketchy, dirty and ran down. Drove **, exhausted. They allowed pets, so we decided to stay for one night. Checked in, went to eat. Came back, sat on bed while unpacking. It was horrible. Called ***********, was told to call RRI. Tried to sleep, was bit 6x by bed bugs. Room smelled like mildew/mold. Called front desk to explain we would not need reservation for next night, we were either going back to ** or going to ********** ** RRI we knew was clean bc we stayed there before. I was told we could move to another room. The entire complex was terrible. I told the front desk clerk that we just wanted to get through the night & go elsewhere. I even mentioned transferring our reservation to the ********** ** location which is 30min away. She refused. When i spoke with her early the next morning, i was told to “speak with AJ, the owner, who was in ** for the holidays”. When asked his phone#, i was told no and to come back Monday. Spoke to AJ Tues morning. He refused to refund or credit, said that we didnt give 24hr notice, which is not on the pay receipt. I also called RRI Corporate, it is an independently owned RRI. I was refused a refund for 2nd night. It is not fair for me to pay $78 for a room that i did not stay in when they were informed the night we arrived that we would be leaving and not staying the following night. They had plenty of time to cancel us and rent the room again. We ended up not having the money to stay anywhere and having to drive home the following day and cancel our vacation. We have never had issues with RRI before, so we were appauled at the lack of respect and the attitude of the owner. I just want my money back for the one night we didnt stay there. I really wish i could get both night since it was an altogether horrible experience.

  Business response

  12/13/2021

  I did look into this there was no proof of bugs in the room. We have a service contract with every month  ****** pests control. Regarding the refund, it was past 24 hours canceling the police. Offered to move but refuse and was willing to stay in the room all night with bed bugs. My staff did not promise to give refund. She simply said that you will have to call when the manager is back in town it was the thanksgiving weekend. I refuse to give a refund because of the policy that is placed on the websites as well as on the reservation letter about 24 hours prior to your check-in time.I don't think we have done anything wrong. We are ranting the same room they stayed in every other day and we did not receive any bug complaints. This is my side of the story.Ajay Patel 

  Customer response

  12/13/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I accept that we did stay there that night ONLY because we had our two small dogs and there was no where else that we could stay. However, they were told the same evening we were there that we would NOT be staying the next night. If the Owner has no issues renting this room as stating in his letter, then why am I having to pay for a room that he was notified the prior day that I would not be staying in? If not a full refund due to the issues that happened, a partial should be issued for one night. I was not even there.  He was give PLENTY of notice and the room could have been rented. His lack of discernment for taking care of business and not being able to be reached in an emergency (especially when he owns a business), doesn’t constitute an acceptance a blatant cheating me out of money when he could’ve had an ample notice should he have been able to be reached. There is absolutely zero reason as to why that hotel should be that nasty. Maybe instead of ripping peoples money off and going on vacation, he should put money into his hotel. Its just nonsense. I definitely will deter others from making the same mistake.

*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. ↩