ComplaintsforRed Roof Inns, Inc.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I got a job in Columbus, OH end of October 2023. I made reservations to stay at the Home Town Suites in Westerville Ohio on Quarterhorse Dr. I was told by a friend that they didn’t allow pets. My reservations were for October 29 for 2 weeks. I had to be in Columbus on Friday October 27. so I physically went to the hotel and canceled my reservations. I was told there was a $56 charge for canceling. I wasn’t getting my credit card statements because I had a P.O. box that I canceled and didn’t know I had to put a change of address. I called my Credit Card Co. to get my past statements. That is when I noticed that they had charged my credit card four weeks. I contacted the hotel and they said I had to dispute it with my card co. My card co. wants me to send them verification that I canceled. I dont know if I didn’t receive anything from them or if I misplaced it. I also called Redroof Inn Headquarters and they sent an email saying my reservation was never cancelled.

  Customer response

  04/05/2024

  Attached are receipts from the campground I stayed on during the time hometown suites claimed I stayed at there property 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These pictures show the filth I stayed in at their hotel in Dallas Texas. They didn't even have a smoke detector in the room. Holes in the walls. The shower looked like a crime scene. And the front desk person was missing in action. Would anyone pay to stay in such a disgusting place????

  Business response

  03/28/2024

  Hello ****. It looks like you have an existing case with our Red Roof Guest Relations Department. I've investigated the case and have escalated your concerns to the District Manager. I'll be closing this case out to allow our dedicated team to handle moving forward.  Thank you! 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I tried to stay at the red roof inn March 19 2024. I called the number online and it was a help desk. Before I paid I asked if when I got to the hotel if a picture on my phone of my ID would be acceptable. They said yes not a problem. So I paid for the hotel room and made the reservation it was 98 and some change plus 1599 for the booking. When I arrived at the hotel the guy at the desk asked me if I was the guy that the help desk called about. I said yes I'm ready to check in he said well we need your actual ID not a picture of it and I told him I didn't have that that's why I verified it first he told me that I could not stay in the hotel and that I was not being refunded any money. So I called the help desk again and notified them to as what was going on they informed me there was nothing they can do about it, denied me a refund, So I tried disputing it with my payment methods through cash app. They hotel told them that I wouldn't pay the deposit fee and for some reason believed them and denied me my refund also. This is completely not true the total of the room was $98 and some change plus $15.99 for booking ,the deposit which nobody ever told me about I found out was 25 bucks,why would I pay $115 for by the way not a very good hotel and not pay the $25 deposit fee , they're lying and they stole My money. I never stayed in that hotel I never received goods or services I was told ahead of time that everything was good to go and now I'm out the money. I don't believe I was treated fairly by any of the parties in this and I just don't know what to do but I don't want this to happen to anybody else. I still have the booking number on my email total prices of everything. What made this a little worse is that I've been struggling over the past year and haven't had a place to stay, a buddy of mine sent me money so I'd have a bed to sleep in for the night, needless to say I didn't get to sleep in a bed that night me and my dog had to sleep in the woods again.

  Business response

  03/26/2024

  Hello *****. I see you have an existing case with the Red Roof Guest Relations Team. After reviewing the case and subsequent details it seems your case was closed on 3/23. The findings concluded that the hotel was willing to accept the photo of your ID as a curtesy but you had refused the required $25 refundable deposit.  Without funding the deposit, the hotel cannot provide service as stated by the 3rd party, Priceline, which you booked with. Should you have further concerns regarding billing, please contact Priceline directly.  Thank you! 

  Customer response

  03/27/2024

  I had 25 dollars, why would I give up my 114 dollar room over 25 dollars, I hadn't slept in a bed for over a year and thanks to red roof inn, I didn't that night and I'm out 114 dollars, I can see they are not trying to make this right,. Because of this particular hotel, I will never stay at any hotel affiliated with the Red roof inn again, and I won't be saying good things about it . 
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 15th I checked in to red roof Louisville East location. Needed something quick. Upon entering the room I noticed sheets were stained, did not think much of it. Minutes later I noticed a small bed bug. I killed it, got up and checked out. I was refunded deposit and was told to call Expedia so they could call red roof for refund. Upon doing so, Red roof manager (5 days later) named ******, refused to honor the earlier promise from desk clerk. I am seeking full refund as I did not stay even a full hour and was put at risk of carrying home bed bugs!

  Business response

  03/26/2024

  Hello ***! I'm sorry to hear that your concerns haven't been resolved thus far. We have a team of dedicated Red Roof Guest Relations agents who offer the highest form of escalation and can assist you in seeking potential resolution.  I've provided them with all of your details and someone will be reaching out by phone soon. If they are unable to reach you by phone, an email will be sent.  I will close this case to allow us to work together directly.  

  Customer response

  03/27/2024

  I am still getting push back from the manager at the red roof. I am seeking a refund and they are still challenging it even though they see my checkout was within 30 minutes! 
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 1st to March 3rd I booked a stay at a local Red Roof Inn at 950 Eisenhower Blvd in Harrisburg Pa. Then on March 2nd I booked through the front desk to extend to March 4 th 2024. The King size bed I was in. Sunk in on both the left and right side. Making it extremely difficult for me to fall asleep. At first I noticed holes in the blankets. Dust everywhere. No security catch for the SECURITY LATCH. Et al. I have photos as video. On 3/3/24 had a friend take me back to motel ( I'm a local). So she can witness the bed sinking in. And take a picture of me sitting on the edge. It wasn't until I pulled off all the sheets. Where gagging began. The mattress is the MOST DISGUSTING mattress I've ever seen. And I freaking laid on it. With the stained sheets provided. Had to sleep on floor. And I have an extremely bad back. I asked for a full refund from both booking.com as Red Roof Inn Corporate. Only to receive a " back and forth " run around. Attached to this. Is my MRI results of my back. Reason why I'm on social security disability. I'm asking for every penny I spent at Day Inn from March 1st 2024 -MARCH 4th 2024.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed at Red Roof Inn Milwaukee. Came in around midnight Friday night (2-23) coming into Saturday. I made two reservations separately because my plane changed, and asked if there would be any issue if I stayed in the same room two nights. They said no problem. They did not state anywhere in this verbal interaction that I would need to check back in the next morning to keep the room. I believed our discussion had already covered this, as it has at many other chains. While I was visiting my child who is currently in treatment at medical treatment at the local ****** facility, my clothing, headphones and toiletries were disposed of without so much of a phone call asking if I left them purposely. I left the room at 11am Saturday morning and returned around 8pm. The employees at the facility claimed that, even if it looks like clothing and luggage has been left, their policy is to dispose of every single item in the room. I have never heard of such a thing. In fact many hotels have lost and found, or even offer to ship things you left to you if you cover shipping. Not here. They threw away (or employees stole) my clothing, toiletries and electronics and have offered literally nothing. Both Red Roof Inn, **** whose customer service ID I have, and the third party booking service refuse to refund my stay. Because they threw away over $400 in items I at least asked to have the piddly charge for the two nights, which was much less, as some kind of consolation. Milwaukee police were also there both nights and the Sunday morning of my stay. This place is dangerous and uncaring. The worst hotel experience I’ve had in my 34 years of living and I’m usually very easy going and will look over the small stuff so long as a room is mostly clean. I could never in good conscience recommend a single person ever stay here, both for safety and because their personal items are at risk if they are hurt or stuck in traffic.

  Business response

  02/27/2024

  Hello ******. Thank you for reaching out. I see you've filed a guest relations case (********) with the Red Roof Corporate team which is pending. I'll be closing this complaint to allow our corporate team to work with you directly to address your concerns.  Should you wish to receive an update on your pending case, you're welcome to contact our team at any time. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Member Number: ********** We checked into room and immediately went to front desk and checked out due to Roaches, They said they understand and canceled our stays, And told me it would take a few days for the refund to credit it is now 2-23-2024 and still nothing. I got bill for a whole weekend and we were not even there five minutes. I am very upset. I have been calling them and even emailed the manager that is never available. Please help me to get my money back. This is not right! Thank you ****** ********* I took photos on my phone that i do onot have on a computer. I was not alone and others seen this infestation.

  Business response

  03/04/2024

  Hi ******! I see you have an open case with the corporate Guest Relations team.  Myself and the team are more than happy to assist you in seeking resolution and have reached out to you directly, leaving a voicemail and sending an email.  Please don't hesitate to follow-up with us via email or phone. I will close this case allowing us to follow our standard process to align a resolution. Should you need anything at all, please contact the Guest Relations department.   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at the Red Rood Inn East at 4035 Mount Carmel Tobasco Road, Cincinnati, OH, from 2/16/24 to 2/18/24. While lying in bed both nights, I found a tick crawling on the sheet across my chest. The first tick I killed and red blood squirted out onto the sheet! I captured the second tick live, took videos of it, and gave the live tick to the front desk when I checked out! I'm so incredibly disgusted by this hotel! The Roach Motel! I am a Reddy Rewards member and have stayed at Red Roof Inns for over 40 years! Their pet policy is problematic, especially when they don't clean the room well! It's the middle of the winter and the temperature outside was in the 20s. Ticks are not out in the middle of the winter! A big crack is under the outside door, but ticks are not out in the winter! No one wants to get Lime disease from staying in a hotel! I would have checked out after the first night, but I had a busy day, and the hotel across the street, which is a nicer hotel, was booked up! I wanted to be in the area for convenience. This area needs more nice hotels. The Roach Motel is not desirable!

  Customer response

  02/21/2024

  Hi, I filed a complaint, complaint number ********, for ******** *****. And it wasn't on ticks and, actually, it's bed bugs. So, I need to change that, and, actually, the hotel, his refund, me, my money. And they are taken care of the situation, So I really could just get rid of that comment. So, give me a call, You can call me anytime banks, my phone number, ###-###-#### ******** ***** Thank you.

  Customer response

  02/22/2024

  Consumer emailed BBB that the business has taken care of her by refunding her money.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into the Red Roof Inn in Wythville, VA for a quick 5 hour stay to get some sleep while traveling. When I arrived, it took them almost 45 minutes to find me a key card to get into my room. Once entering my room, I noticed that the bathroom mirror had dirt and toothpaste on it. The bath tub was dirty and so was the bathroom floor and toilet. There were dead bugs under my sheets, there were cobwebs all over the curtains and the floor in the bedroom area was absolutely disgusting. I did not ask for another room because at this point it was already midnight and I didn’t have the time to wait for another room. I had to get up at 5am to continue my trip. I woke up to my butt cheeks bleeding from big bug bits and it was abdurd. I complained but was never even offered my money back. No one should have to sleep in a room of filth. I have photos if needed for your records! I tried to add more photos on here but it will only let me add a few.

  Business response

  02/23/2024

  Hello *****. I appreciate you reaching out to us. I've sent your details internally in order for a guest relations case to be filled with the Red Roof Corporate team.  I will close out this item and someone will be contacting you via phone/email within 48 hours. Thank you! 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I checked in at the Red Roof 10 Rowe Ave, Milford, CT 06460 Phone: (203) 877-6060 on 2/9/24 to attend a show that was in the area When leaving the room to attend the show we had trouble closing/locking the room door. Called the office and they told us the "trick" to get the door to close using the key. After attending a show with friends and returning to the room to sleep we discovered that the heat did not work at about 1am. Called the front desk and was given instructions on how to get the heater to work with no avail. Called the desk and got no answer so had to go to the front desk in the cold in February to get help. when I go to the desk the man tells me that we need to switch rooms because the heat does not work. We change rooms at 1am. When I went to check out, I was telling the front desk person about my horrible night and informed them that I would be contacting corporate to voice my complaint. I get my bank statement and find out that I was charged a fee for smoking in the room which is completely false. The employees are very sketchy because I never lit a flame in that room let alone smoke. I told the manager ***** to look on the cameras we left the room SEVERAL times to go smoke but I guess the cameras missed us. Employees are NOT trustworthy people if TWO of them verified that there was smoking in the room.

  Business response

  02/19/2024

  Hello ********! I investigated your reservation and found a Guest Relations case you filed with our corporate office on 2/14/24. I apologize for the issues that caused you to changes rooms, however it seems the concerns prompting the complaint are regarding a violation of the hotel's no smoking policy.  Management reviewed the camera footage and those findings plus the in-room evidence were concluded to support that a violation took place.  In good faith, the property manager removed the smoking fee from your invoice on 2/16/24. Following that curtesy gesture, the case was closed on our end. It can take up to 10 business days for you to see those funds back on your account. Please check your statement after the appropriate amount of time and let us know if there are any issues. Thank you!

  Customer response

  02/20/2024

  I appreciate the refund because God knows that I did not smoke in that room. There is no way that anyone looked at the cameras and would say that we smoked in the room. I’m appalled that as a customer I had to go through all of this after not being satisfied. I guess that was the employees way of telling me that they don’t like my attitude. I will NEVER stay at a Red Roof Inn again and I will most definitely be telling my friends family and colleagues about my experience! Thank you 
  
  

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