BBB Business Review

This Business is not BBB Accredited

Red Roof Inn - Medina

Phone: (330) 725-1395Fax: (330) 722-5099View Additional Phone Numbers5021 Eastpointe Dr, MedinaOH 44256-8234 Send email to Red Roof Inn - Medinahttp://www.redroof.com/reservations/property-detail.aspx?pid=656#policy

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Description

Located midway between the cities of Cleveland and Akron, we offer small-town comforts with easy convenience to the big city. Our location puts you within easy reach of all there is to do along the southern shore of Lake Erie.

BBB Accreditation

Red Roof Inn - Medina is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Red Roof Inn - Medina's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Red Roof Inn - Medina

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
10/13/2014Problems with Product / Service | Read Complaint Details
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Complaint
I have been back and forth with the hotel and the reservation site to obtain a refund. They are using advertising methods that is unclear to customers
On, or around August 20, 2014, I went online to make a reservation for the Red Roof Inn, Medina, OH. The reservation was for 1 night, August 26th and checking out on the 27th. I BINGed RRR, Medina OH and a site came up to make the reservations. I didn't know this, but it was not the official Red Roof Inn site, it was a 3rd party vendor. The reservations were made, confirmation # was given, and my friend's card was charged $76.79, at the time of the reservation.

He had a RRR, Friends and Family discount, which he should have been able to utilize when arriving to the hotel. When he got there, he was told that the reservation was made via a 3rd party vendor, that he had already been charged, and the discount could not be used.

Once arriving to his room, he was totally disgusted at how the room looked and smelled and he asked to be moved. He was moved to another room, with much of the same issues. He asked to be moved again, and was moved to a third room. He took photos of the room, which had dirt stains in the tub and mold in the bathroom. He was very displeased, but was told that no refund could be issued because the reservation was made through a third party vendor.

Since I made the reservation, I immediately got on the phone and spoke to the hotel manager, *******, although he did not identify himself as the manager, at that time. (During a later conversation, on another day, I found out he was the manager.) He led me to believe that he had no idea how this reservationcounter was able to mimic themselves as the Red Roof official site and take people's reservations. He told me that I would have to contact them directly for a refund, which I did. From August 27th to today, September 8th, I have spoken with 4 different representatives and a manager from the reservationcounter, in regards to a refund. On August 27th or 28th, when I spoke to a reservationcounter manager, I was told that the hotel manager would have to approve of the refund, before they could give the refund. Again, I called back to the hotel, and asked to speak to the manager. The person identified himself as *******, which was the same person that I had spoken to previously, but he did not tell me he was the manager.

I explained, again, to him the situation. I told him that reservationcounter needed his approval, in order to issue the refund, which he verbally stated, that he would be willing to approve. He mentioned that reservationcounter were going to do everything they could NOT to issue the refund, which I agreed. He told me that if they refused to do it, he would go ahead and issue the refund himself.

I called reservationcounter, a few days later and spoke to a representative named *****. I was told that the case would be sent to their Escalation Team and that I would hear something within 24-48 hours, which I did not.

I called again today, September 8th, and was told that the Escalation Team would get back to me within 24 hours.

I am submitting this complaint because Red Roof Inn, Medina, Oh and reservationcounter, apparently have an agreement set up so that people accidentally make their reservations at reservationcounter.com. When they arrive at the hotel, it is not pleasant for anyone decent to stay in, and when they ask for a refund, they are told that they cannot get a refund because it was made through a third party vendor.

They are getting over on people and deceiving them. All I am requesting is a full refund for my friend. He did not enjoy his vacation because of this mess!

I am still hoping that either reservationcounter or Red Roof Inn, Medina OH will issue the full refund.

Desired Settlement
I am seeking that the full amount of $76.79 be refunded to my friend's Visa ending in ****. He should have only paid about $46.00 for the room, with the Family and Friend's discount, but was unable to get the discount.

Also, he asked for a refund, once he saw how the rooms looked, but was told that they were unable to issue a refund, due to the fact that the reservation was made through a third party vendor. It turns, out, however, that this third party vendor, and Red Roof Inn, apparently have some sort of agreement together, and they are getting over on people.

I have been taken around in circles, with this issue. I have been told different things by different people, but all we want is my friend's money back!

Consumer Response
On 10/11/14, BBB received the following from the consumer via email:

Good Afternoon,

I had filed a complaint with BBB and have listed the complaint # above. I am writing to let you all know that I FINA**Y got this issue resolved and a full refund was received.

We will never stay at this hotel again.

Thank you for your help with this issue.

Sincerely,

*. *****

Industry Comparison| Chart

Hotels

Additional Information

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BBB file opened: 08/30/2011Business started: 01/01/2004
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Ohio Department of Commerce / Division of State Fire Marshal
8895 East Main Street P.O. Box 529
Reynoldsburg, OH 43068
(614) 752-7126

BBB records show a license number of 44520002 for this company, issued by Ohio Department of Commerce / Division of State Fire Marshal.

Type: Department of Insurance

Type of Entity

Limited Liability Corporation (LLC)

Contact Information
Principal: Mr. Rafael Lopez (General Manager)Mr. Pramod Patel (Owner)
Business Category

Hotels

Alternate Business Names
Peacock Hotel, LLC

Map & Directions

Map & Directions

Address for Red Roof Inn - Medina

5021 Eastpointe Dr

Medina, OH 44256-8234

To | From

LocationsX

1 Locations

  • 5021 Eastpointe Dr 

    Medina, OH 44256-8234(330) 725-1395
    (800) 621-1429
    Fax: (330) 722-5099

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Akron. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Red Roof Inn - Medina is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (800) 621-1429
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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on January 24, 2013.

BBB reports the complaint response text for all reportable complaints against a business that are received electronically.

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Industry Tips for Hotels

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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