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:07/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  07/26/2025 German Cockroach infestation and non clean hotel rooms, went to 4 different rooms at said property and each had same issue. Contacted *** who is manager and he said call the cops or send his email to the site that i booked from which is *********

  Business Response

  Date: 08/03/2025

  hi 

   

  good afternoon, we have called our pest control company inform them about roaches complain in rooms ,they have came and checked but they did nto found any rooms with roaches ,we have gold bug pest control company *** devid came to check the rooms ,

  we can give free night if you have any inconvenience for your recent stay

  again we check every room before we rent to any guest 

   

  thank you 

  Customer Answer

  Date: 08/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/20/2025

  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.

  Red roof inn does not honor the promotions they offer and try everything to dispute or deny redi points to members.

  Business Response

  Date: 07/21/2025

  hi good morning 

  thank you very much for recent you experience at the hotel, if the hotel found guest is in do not rent because of any past experience or any property damage then hotel management have rights to denied checking in , we are working Hazael free guarantee working at the hotel on 24/7  ,there are other red roof inn in area so guest can transfer their reservation to different location , i do applogize you have to move to different red roof inn location  

   

   

  if we can help you in future, please let us know 

   

  thank you 

• Initial Complaint

  Date:12/05/2024

  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.

  Refused to allow us to get our room we paid for. Said our dog pooped on parking lot the last stay but will not provide proof and told us no refund we have to go thru booming site which clearly states hotels policy not theirs to not allow cancellations and refunds. Our dog is trained. Hotel requires no deposit but are now saying we have to pay ****** to get the room and we do not have it do to paying for room. They have us on a do allow list but never said anything to us when we checked out last time. Manager said nothing he can do but he wouldnt even listen when I explained it couldn't be our dog and please show proof and he won't answer phone can only text him. We are now having to stay in car tonight and probably the next 2 nights as well. They have many CCTV cameras outside which would show the truth. That it wasn't our dog. Hotels policy allows animals as well

  Business Response

  Date: 12/06/2024

  hi good morning

   

  i would liketo infomr you that guest was on DO NOT RENT list because of following reason

   

  guest always allow visitor in room without infomring to front desk ,its norcross  city ordinance violation

  guest always check out late instead of 11 am and many excuses

  red roof inn gives hazzle free guarantee  and guest was argument on property and disturbing other guest ,

   

  guest never take their pet left over and leave the was as it ,and if staff inform then guest always denied and arguments ,we allow pet with well behave and guest have to pick up left over

  thank you very much but we only accept guest whorespect the hotel policy and norcross ordinance
  

   

   

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22648187
  
  I am rejecting this response because:
  The response from business made no sense. I believe they have us mixed up with another guest. Our dog is a big white German ******* . It's only ever been me and my dad in the room I'm super confused on what they are talking about about. The maintenance guy saw us everyday and I'm sure if he is honest like I think he is he will tell them we never once had a guest in our room. The dog is well behaved and I honestly want them to review their CCTV cameras and realize they have the wrong people. We only stayed there like 3-4 times. The longest stay was 6 days. I always was respectful to the front desk never rose my voice, listened to what they were saying and the reason they told us that they would not rent to us was because of dog p*** left somewhere in parking lot which was not us. I'm willing to go as far as to go to every single hotel we stay at and have them write out the type of people we are and how our dog acts. We never had this issue with any other red roof, quality inn, *******, studio 6, or anywhere we have stayed here. We are from ****, we have no friends here. Our Tags are Ohio tags, I truly believe they have us mixed up with someone else. What did we honestly do to deserve such treatment from a hotel we never caused problems for. The manager doesn't accept phone calls. Only willing to text and when I asked him to review the cameras he blew me off and wasn't even willing to look into it. At this point I have the 3rd party which we booked thru contacting the hotel to get approval to release our money back to us. If they don't let them release our funds they should say everything you need to know because that would be like theft. All I can do is tell the truth and it feels to me like they don't even want to look into the matter. I put my life on this that they either have the wrong people or they are making something up to not rent to us for an unknown reason. I'm also willing to provide all our previous stay reservations and dates for them to cross check and find out what's really going on. Thank you for your time.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/06/2024

  I am rejecting this response because:
  The response from business made no sense.  sorry but it does make sense for hotel policy 

   

  I believe they have us mixed up with another guest.

  no *** we didn ot mixed with other guest 

  Our dog is a big white German ******* . It's only ever been me and my dad in the room I'm super confused on what they are talking about about. The maintenance guy saw us everyday and

  we have infomred by our staff and also from camara 

  I'm sure if he is honest like I think he is he will tell them we never once had a guest in our room. The dog is well behaved and I honestly want them to review their CCTV cameras and realize they have the wrong people. We only stayed there like 3-4 times. The longest stay was 6 days. I always was respectful to the front desk never rose my voice, listened to what they were saying and the reason they told us that they would not rent to us was because of dog p*** left somewhere in parking lot which was not us.

  its clearly says on all pet love guest about pikc up pet left over from parking lot, you have infomred me that you don't get any beg from front desk for dog left, its guest response to take care dog left over, management wont help you on this 

  I'm willing to go as far as to go to every single hotel we stay at and have them write out the type of people we are and how our dog acts. thank you for this 

  We never had this issue with any other red roof, quality inn, *******, studio 6, or anywhere we have stayed here. We are from ****, we have no friends here. Our Tags are Ohio tags, I truly believe they have us mixed up with someone else.

  we have in Software we didn opt mix with any other guest *** 

  What did we honestly do to deserve such treatment from a hotel we never caused problems for. The manager doesn't accept phone calls. Only willing to text and when I asked him to review the cameras he blew me off and wasn't even willing to look into it. At this point I have the 3rd party which we booked thru contacting the hotel to get approval to release our money back to us. If they don't let them release our funds they should say everything you need to know because that would be like theft. All I can do is tell the truth and it feels to me like they don't even want to look into the matter. I put my life on this that they either have the wrong people or they are making something up to not rent to us for an unknown reason. I'm also willing to provide all our previous stay reservations and dates for them to cross check and find out what's really going on. Thank you for your time.

   

  we always answer call but if manager is driving then he can text you or call while diving its agaist the law ,we already explant you whole situation while you came to front desk and we gave reason for do not rent list , we always make property clear and hassle free 

   

  i really appreciate your comment 

  Sincerely,

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22648187
  
  I am rejecting this response because:

  Attached is a email from booking site trying to reach out to get approval to allow our funds to be released from them. The business is ignoring them and putting it to voicemail. The business is purposely trying to make us lose money when we didn't even book in. There is no reason that they would do this unless they are trying to cause problems. All we want at this point is managers approval to Super+ to release our money back to us which they said they would be happy to do. They just have to get an ok from Hotel manager. This hotel doesn't have the money so why would they have a issue with us getting it back. We are trying to resolve this quickly. The manager is bullying us. We don't understand why. And he or she speaks of proof of these allegations but where are they? I have attached all emails from this matter. *** all we need you to do is tell the third party it's okay to cancel reservation that we paid for. Thanks for your time 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 redroof sat -sat stay. I left without completing my stay because the room doors do not closed or lock. All the door frames are split. I brought this to their attention and let them know I was be leaving on Tuesday around 1 pm. The manager is never present and they dont answer the phone. I have also filed a complaint with the booking agent. Redroof only wants to give me points, when I paid with cc. I have an email with an apology thats it.

  Business Response

  Date: 10/04/2024

  hi good morning 

   

  we do apology for your recent experience at our hotel, we have been thrived to do our best job to satisfy all the guest at the hotel with no complain, we also give 100% hazzled free stay at our hotel,

  we have been checking and used the rooms,  i have talked to front desk staff and found our about heated conversation at front desk, we always care our staff safety and security again i do apologize for inconvenience 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22343469
  
  I am rejecting this response because:
  Why would I want a free stay when I didnt stay to begin with thats the whole issue. And, there was no heated conversation between myself and no one. 
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/18/2024

  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.

  I booked a hotel room through Priceline for a 2 queen room. Upon arrival to the hotel the host was extremely rude and nasty when I first walked in the door. She then looked up my room and told me she doesnt see the reservation. So I showed her the confirmation info I received on my email. She then proceeded to tell me that they dont have my reservation and to contact Priceline. I then contacted ********* and they contacted the hotel to confirm the booking and provided the reservation number. The cashier still declined to provide the room even after she received confirmation for the booking. So I drove all the way to ******* and waited over 40 minutes in their parking lot just to get declined the room after I already paid. So my options were to find another room or get a refund that would take at least 2 days to return. I am highly dissatisfied with the service from both parties but especially from the host at the red roof she in no way tried to make accommodation nor did she try to fix the problem. She is very nasty and doesnt need to be working at the front desk at all her customer service is terrible.

  Business Response

  Date: 07/19/2024

  hi

  good morning 

  I am sorry about your recent experience at hotel, if any guest booked from 3 party instead of walking reservation at hotel, we cannot help you out until reservation shows on our system ,we highlly recommend everyone to wait or you can call 3 party system like price line to send another reservation so it boost up the process, its nothing in our hand as you guys have booked to 3 party ,again i i do apology for any inconvenience  

• Initial Complaint

  Date:06/24/2024

  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.

  I had reservations for June 21 until June 23. Once at the hotel, I arrived a little early the desk click showed me to my room. The first room number was 128 think room Smelled of dog smell and cigarettes so I went to the desk the came back and smelled the room gave me another room which was 234. He asked was this OK? I really didnt say nothing. I was so hot at that point I just say how do people destroy property like this I showed him. The curtains showed him the headboard of the bed, and put my bags down and went out to decompress. Once back in the room, I did a thorough investigation of the room. There were so many things wrong so I went back to the desk again I showed him the chair which was badly stain I dont know if it was urine or what but the whole chair was filthy at this point. I was trying to get a different room but when I was checking the surrounding areas, the prices for the two nights wouldve been $600 if I wouldve switched at that point, I was just so disappointed so I started video and taking pictures which I will send attach All I really wanted was some of my money back for that awful experience and the other thing that I had a problem with if they was using the hotel for migration people displayed, people they should let people know that I really didnt feel safe that way Even though it has secured that every door, I dont know if that was for the customers or for the people that are For different reasons.

  Business Response

  Date: 07/02/2024

  hi good morning 

  thank you for providing your recent concern about having complain at the property level 

  i would like to solve this complain so we can be in best shape ,i would like to request of if you have any picsture which prove that room was dirty so i can can take action on this too , 

   

  have you informed about dog smell in room to front desk staff , do you have any pet with check in ? 

   

  please reply to me so i can follow up with your complain 

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 12th 2024, while staying at a red roof in plus in ******* ******** I slipped and fell on a slippery sidewalk that was painted end was injured.

• Initial Complaint

  Date:04/03/2024

  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.

  No hot water in the building. Boiler is out and hasn't been fixed. None of the wiring works on the 3rd floor work. Therefore none of the hotel phones on the third floor work at all. Elevator needs renovation. When trying to extend in the morning before or at 11am, no one is in the office sometimes. An employee will unlock the front door to the lobby at 11:30 and they charge a late fee after 11am. Air conditioner in the room was filthy and was full of dust. I manually washed it out.

  Business Response

  Date: 04/18/2024

  hi good morning, thank you for sending me your response, it's really important us to know about costumer concern about the nature of the complaint, I have dig in earlier issue post by guest ,i have been verify with other guest and staff too, hot water was working during the stay, please let us know how can i help you more to bring your business at the property back ,

• Initial Complaint

  Date:03/17/2024

  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.

  My neighbors are so loud I can hear their conversations. I upgraded my room and the noise is loud. They don't need to laugh so loud that I can hear them. I can hear their conversations, phone calls and other things. I am on zoom and I do not need the distraction and they office doesn't seem to deal with the behavior. People pay the same and every one deserves to stay in a hotel, motel with relatively quiet. Some people don't have the respect and seem to be entitled. I always worry about myself making too much noise but others are not the same.

  Business Response

  Date: 03/25/2024

  hi good morming , 

   

  i do apologize for your recent experience at our hotel ,i will check it out in detail with tis incident and definitely take action against this issue ,i would like to know room number and date of check in and check out so i can be aware
  

• Initial Complaint

  Date:01/23/2024

  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.

  It was on January 20,2024 when i booked a room on my Hotwire app..... I get to the hotel when it was freezing cold outside with my three children to check in and the lady got my identification card and then came back to tell me that i was restricted to rent a room there... The reason they said was outrageously untrue stating that me and my kids had damaged the room very badly the last time that we stayed there on the 6th of December last year. I asked them how is that possible because i always got a room there with my kids. This is the second time that they had lied on me and my kids and it makes me very upset. The first time they accused us for taking a pillow out of the room which didn't happen and this time they said we destroyed the room. They are lucky that anyone even wants to even sleep there because 85% of the rooms at that hotel is ***** infested very badly and i feel like they should be shut down. I ended up losing some of my money off of what i paid and they had the nerve to say i can stay if i paid them a $75 deposit which was very absurd.....

  Business Response

  Date: 01/25/2024

  hi good morning

  i do apologize for inconvenience for your recent stay , i have check  our system and found out the reason for DNR,  adn reason for do not rent list is because of damage towels and sheets  ,

  we have been asking you to pay the damage  fee ,adn we can rent it to you ,we also require 100$ cash deposit and will refund back after checking the room at the time of check out

  its our hotel policy ,thank you

   

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