ComplaintsforRed Roof Inn & Suites Wytheville

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I reserved this room through ******* app Itinerary # ************** for 7/4/24. I canceled the room 6/28/24. It was a “Reserve Now/Pay Later” process. I had up until 7/4 to cancel without penalty. I got billed 7/5 for my canceled room. I called ******* spoke to ********. She told me she could clearly see I was in the right and would have someone contact me 48/72 hours. She couldn’t reach anyone at the hotel either. I never heard back from them and called a 4 days later. Same scenario with **** case number *******. Also unable to reach anyone at the hotel. Said I’d be contacted by email. 9 days later on 7/18 I called ******* again bc I still had not heard from them AND the bill showed up on my ******** statement (meaning no one had done anything about it). I speak to **** at *******. He would email RRI on my behalf. The phone drops & I call back to speak to ***** who emailed the hotel. Again, told she could clearly see I did everything correct and they’d send to a team who’d contact me via email. I get email updates saying ******* is still working on the case **************. I sent my information regarding bill received from RRI to ******** Card. I get an email 7/24 saying in short, because they were unable to reach the hotel I am stuck with the payment! I was confirmed multiple times by their staff that I followed every procedure required of by me and am due my refund. It was also told to me that RRI should never have entered my credit card number. I canceled well before my time period. There was never any indication of risk for being charged. Red Roof Inn will not answer their phones - only 1 time for **** - and he was told that a manager has to handle it. They’d be there the following day. He suggested emailing them to make contact. This business is fraudulently taking my money! They are making it practically impossible for their contract companies to contact them. I’ve never had this happen and am very upset. Please help.

  Customer response

  07/25/2024

  Hello. I just spoke to ****** on the BBB help line. I’ve tried to upload this picture several times via the link but it keeps saying it cannot send (My pic is only 2MP). ****** advised that I send it to you in your email, along with my replies to the questions for clarification. 1-I did not technically pay for the reservation. I have my ******** card number saved into my ******* app. I’m not sure how RRI obtained my credit card number when I canceled the reservation well before the last day. It was noted by every ******* rep that they could clearly see the reservation was “Reserve Now/Pay Later”. You can see that they were to obtain payment upon arrival from the email screenshot. 2-Red Roof Inn **** is the business that billed me. That occurred on 7-4-24 and was noted to be manually keyed in. 3-I am including the ******** app statement charge from RRI. I thought it was included in the original complaint. My apologies. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 26, 2024, my husband and I checked into the Red Roof Inn in Wytheville where we were booked for 2 nights. Upon entering the hotel room, the floors were sticky, and the room smelled of urine. As we entered the bedroom and turned on the lights, several did not work. There were two televisions in the hotel room, one in the living room and another in the bedroom. There were four remotes. One tv turned on and only had a blue screen. The other tv would turn on but none of the four remotes would work to change channels. My husband called down to the office and was told someone would come up and no one did. I went to take a shower and noticed a large hole in the wall where the doorknob had been banging into, the door in the bathroom was filthy, and the bathroom had cockroaches everywhere. There were no trash cans in the room. I called down to the office to request that they cancel our second night reservation and attempted to explain why but was immediately cut off. In the morning, we pulled the sheets back to discover it had fleas. We had been sleeping in beds covered with fleas! Additionally, they state they are pet friendly, yet offer no trash cans outside to throw away poop bags. This is also what they advertise: Our hotel offers free Wi-Fi: the Wi-Fi was horrendous! free continental breakfast: advertised until 9:00—we went down at 8:45 and it was already shut down. free expanded cable package featuring ***: None on the tv’s in our room worked even with four remotes. suites with microwaves and mini-refrigerators: we had no refrigerator and the microwave looked like it hadn’t been cleaned in a lifetime. We had just driven 5 hours and just wanted to check in and unwind after a long drive since it was getting late. We weren’t expecting a 5-star hotel, but we were expecting a clean relaxing environment free of fleas and cockroaches with some type of friendly service. When we requested a refund we were told no because we had already stayed the night.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife and I reserved a roof at the red roof inn and suites in wytheville, va on January 14, 2023 we showed and checked into a room my wife entered the room and cut on the lights and seen roaches every where we tried to work it out with motel and agreed to try a other room even though we did not want because we are homeless but we managed to get together enough money to get a room and it was very late so we agreed to try another room we went to the room went in and tried to close the door but it would not close all the way also the heat did not work but I managed to get the heat working a little we sit for a couple of hours in our other and jacket but the room would not warm up so we went back to the office to check put and have our money refunded and my wife talked to the front desk and told then she was coming outside to talk to me and while she was gone the employee rejected our stay at the motel through ********* who wee booked the room through and after he rejected the payment he recharged our card through the motel without our permission and now we can't get a refund through cash app who we told a crime was committed and they have done nothing about it we also contacted the motel and they also refuse to give us a refund both of these businesses we have provided proof from ********* that did not stay and they still refuse to give us a refund or do anything about the employee who committed a crime we did not authorize him to recharge our card which he done because my wife would not chose to sleep in nasty cold motel room and because he was mad at .y wife she demanded a refund we was at the motel for 2 hours we are homeless and it was the last bit of money we had Tha k God we had a car to stay in or God knows what would have happened we do apologize that we had to file a complaint with the BBB but I guess because we are homeless they could steal our money we hold **** *** just as responsible as the motel they chose to do nothing Thank you for your time

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