Business Profile

Hotels

Red Roof Inns, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Name: Red Roof Inns, Inc.
Address: 7815 Walton Pkwy, New Albany, OH, 43054-8482, USA
Telephone: (614) 744-2600

This profile includes complaints for Red Roof Inns, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

593 total complaints in the last 3 years.
217 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/01/2025
Type:Product 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.
We visited ************, ** on July 24th through the 27th. We were booked for that time but only stayed from July 25th 3am til 8am. We left due to the conditions of our room. The tile in the shower was peeling up, there was black mold on the ceilings and the floor was very disgusting. Your feet turned black from walking on the floor. I have called several time to try and get my money back for 2 out of the 3 nights we were booked. I only got to speak to the owner/manager once. They are refusing to refund me the $437.94 for those two nights. I did call the health department in that area and they concluded 12 violations for that hotel. The owner told me he doesnt care what I do but he is refusing to refund me the money. I have stage 4 metastatic breast cancer and my son had open heart surgery last year. Due to the conditions of the room we could not stay. We had to spend more money just to get a room elsewhere. All I want is my $437.94 refunded.
Customer Answer
Date: 08/01/2025
I have the invoice after my stay and the health department finds
Business Response
Date: 08/01/2025
Hello ********!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. It looks like the case was closed on 7/31/2025 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly.
Thank you,
Venecia
Guest Relation Escalation Specialist.
Customer Answer
Date: 08/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23687276

I am rejecting this response because:

Regards,

******** ********
Initial Complaint
Date:08/01/2025
Type:Product 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, ******* *********, checked into Red Roof Inn, Merchants Drive from July 16 to July 20. Upon check-in, the room had noticeable pre-existing damage, including:Scuffed floors Holes in the wall and bathroom Burned and stained sheets Damaged furniture I did not complain, as I am a military veteran and accustomed to rough conditions. Upon check-out, I was refunded only half of my deposit without explanation. When I attempted to contact the hotel:1. I was hung up on twice before anyone answered professionally.2. On the third call, I was told I couldnt be found in the system yet corporate support was able to locate my reservation in under a minute.3. Corporate confirmed there was no itemized charge listed, only a vague damages note.After multiple calls and stonewalling, the hotel staff finally claimed the charge was due to stained sheets which were already stained and burned when I arrived.I explained:Their own corporate policy does not define dirty linen as damageSheets were given to me in that condition No bill, no receipt, no photo evidence, no manager response A clear refusal to communicate unless I recorded the conversation (which I do by default)Corporate acknowledged that they cannot control franchise deposit policies, which suggests the hotel is using the corporate name but operating with zero oversight. Additionally, I presented years worth of public complaints on ****** from others who were charged for:Towels on the floor Dirty linens TVs they didnt use Yet the only response I received from corporate was: "They do not intend to refund the deposit in full but will investigate further."This is a pattern of predatory deposit theft.---Desired Resolution:Full refund of withheld deposit Itemized receipt of all alleged damagesReview of franchise operations by corporate and/or governing board Prevention of similar unjustified charges against future guests
Customer Answer
Date: 08/01/2025
To Whom It May Concern,

I believe there may be some confusion in the requested documentation. This complaint does not involve a product purchase, physical item, or apartment lease.

There was no itemized receipt provided at the time of the charge, and I did not receive paperwork or documentation related to the charge in question.

Im happy to clarify any further details, but Ive already provided all available evidence relevant to the complaint.

Sincerely,
******* *********

Business Response
Date: 08/01/2025
Hello *******,
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 08/01/2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you,
Alyssa, Guest Relations Escalation Specialist.
Customer Answer
Date: 08/01/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
To Whom It May Concern,

I received your most recent message stating that my case (#******) was closed on 08/01/2025, and that I should contact the franchise directly if dissatisfied.

Let me be extremely clear:
I have already done that. I filed a formal complaint through your corporate *************************** as directed. Now, after waiting patiently, Im told to start over by contacting the very people I escalated the issue because of? That is not resolution. That is avoidance.

Your message makes it evident that you have no intention of holding your franchises accountable or honoring even basic standards of customer service. As a result, I have filed a complaint with the Better Business Bureau, and I will be submitting documentation to the ************************ as well.

You have lost me as a customer for life. I will also be informing others of this experience publicly. My complaints will be factual, detailed, and supported with documentation. If your goal was to ensure brand damage control, you've achieved the opposite.

This email will serve as formal notice that I consider the matter unresolved and that your company's response is both negligent and dismissive.

Sincerely,
*******

Business Response
Date: 08/01/2025
Hello *******!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. It looks like the case was closed on 8/1/25 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly.
Thank you,
****
Guest Relations Escalation Specialist
Initial Complaint
Date:07/21/2025
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.
On Friday 18 July we got room at the Red roof in ********* that was to be for the weekend after getting there we found that a none smoking place smells of smoke of drugs of several different types and the place is filthy paint peeling carpets filthy with dirt upon getting into our room finding that a room that was supposed to have been providing a refrigerator didnot exist. The carpets did not been cleaned in the room. There was hair all over the floor. there was dirt on the bed, pulling the bed that sheet back from blood on the bed filtration unit and air conditioning unit in the room had not been cleaned in evidently years because it was blowing dirt out of it, theres paint peeling the walls. The bathroom had not even been giving proper sanitation units in it no towels, no soaps barely had toilet paper in it. The floors were sticky in the bathroom. The television didnt even work in the room. Had to get the service man to come get it work aftercomplaining the site look like street bums walked in and out of it there was people sitting out front of the building, smoking marijuana, ashtrays, laying in of the doors of the complex with marijuana butts in it is an unsafe facility was not even able to stay there one night a complete night because of my wife and daughter has asthma, was unable breathe. Had to leave after one night. I knew it was we still being charged for both nights have a complaint of the red roof in for this and its undetermined whether not were gonna receive a refund at this time. My suggestion is the health department look into this facility as well.
Business Response
Date: 07/21/2025
Hello ****!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. This case is still open, and we must allow the
appropriate amount of time to seek a reasonable outcome with the franchise owner.
I'll be closing out this BBB complaint to allow the dedicated team to work directly
with you. Should you have any questions, please let me know.
Thank you!
****
Guest Relations Escalation Specialist
Customer Answer
Date: 07/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23630923

I am rejecting this response because:
because their response is still under investigation and until I hear from them then I want this to be open.
Regards,

**** *******
Business Response
Date: 07/22/2025
Hello ****!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. This case is still open, and we must allow the
appropriate amount of time to seek a reasonable outcome with the franchise owner.
I'll be closing out this BBB complaint to allow the dedicated team to work directly
with you. Should you have any questions, please let me know.
Thank you!
****
Guest Relations Escalation Specialist
Initial Complaint
Date:07/19/2025
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.
Date of transaction July 17, 2025-July ******* Paid on site at the hotel on July 17th.Reserved Through site Expedia and on site paid in full.amount paid on site at the hotel $360.76 On ******* website did not let me select bringing pet. At the hotel on site. The employee saw my dog. The hotel is advertised as pet friendly. No p*** bags are outside in the hotel. The general manager ****** who was speaking though ******** to two employees who came into my room trying to help connect a Roku stick for 1:30 mins. Said they couldnt offer me another room because I have dog and only the first floor is for pets. Even though the hotel is advertised pet-friendly the website does not list the first floor is for pets. The issue was the tv is outdated and not a smart tv. The hdmi input does not work. The hotel does not have the remote control ********* that it says to select input to select another hdmi setting. The employees left the room with no remote for 2 hours. They offered nothing for the inconvenience and I requested to be moved to different room and the general manager declined because Im leaving tomorrow and I have a pet. This hotel is falsely advertised and does not provide the hospitality listed on their website. This hotel does not accommodate to pets. I would like my refund in full. I spoke with the general manager she called the hotel room and said the employees are saying all the general manager does is yell at them. I not once complained about the employees. I complained about the ************** took a long time in my room while I should be enjoying my stay. They invaded my privacy. I asked for an accommodation was told they can do nothing because I leave tomorrow. They declined to give me extra pillows. Extra sheets for the bed. (To replace the ones on the bed) they declined to give me another room. They declined a *********** mention Im also pregnant and this general manager and employees stressed me out and failed to apologize for everything.
Business Response
Date: 07/21/2025
Hello ******,

Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such concerns. We'd like to contact you directly but require a bit more detail. At which ******** location did you stay, in what city and state? May we have the first and last name in which the room was registered, and the confirmation number if you have it
available? When you spoke with staff at the property about these issues, what was the outcome?

You can speak to a Guest Relations team member by phone, we are available at ************ Monday Saturday 8:00 AM 8:00 PM and Sunday 10:00 AM 7:00 PM ET.

Thank you,
******, Guest Relations Escalation Specialist.
Initial Complaint
Date:07/18/2025
Type:Product 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.
I made a reservation to stay at this hotel online. On there website, there is a notice of a $50.00 deposit upon check-in. My brother checked-in yesterday and was surprised when he was told that the $50.00 deposit had to be in cash. Most people do not carry cash on them nowadays and prefer to use some sort of EFT. He was told that he would be unable to stay at the hotel unless the $50.00 was paid in cash, luckily, his wife had money on her to use. I called the reservation number to confirm that this was a policy, as it does not state cash only on their web page. The customer service representative contacted the hotel and was informed that this is indeed their policy. My brother was told to use the *** outside to get the money if he did not have it on him. Should the business indicate on their webpage that this is a cash only deposit? I prefer to use my credit or debit card when I travel. I see this as a form of oversight or false advertising on their behalf, because they are not informing potential customers of this policy at their location. Most folks , out of safety concerns , do not feel comfortable using random ***s or withdrawing money in the public at an *** nowadays.The customer service representative at the ***** number for Red Roof Inn did confirm that no where on the web page for this location, does it indicate that there is a $50.00 deposit CASH ONLY. Most hotels will allow the customer to keep the deposit on their card used to make the reservation.I did cancel my reservation for this location as I felt this is a form of deceptive advertising, as I am in ******** for a funeral for my brother and needed a place to stay as there are a lot of relatives coming to the funeral.I do hope you can look into this matter and hopefully get the business to properly indicate on their webpage for this location, that the $50.00 deposit is cash only.Sincerely,Lt. ******* W. ***** *******************
Business Response
Date: 07/18/2025
Hello *******,
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. This case is still open, and we must allow the
appropriate amount of time to seek a reasonable outcome with the franchise owner.
I'll be closing out this BBB complaint to allow the dedicated team to work directly
with you. Should you have any questions, please let me know. Thank you!
Thank you!
Venecia
Guest Relations Escalation Specialist

Customer Answer
Date: 07/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* *****
Business Response
Date: 07/23/2025
Hello *******!
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. A reasonable resolution was aligned, however, a bit more detail is required. The Corporate Guest Relations team has tried to contact you by phone but it was unsuccessful. Please call ********** for further assistance. I'll be closing out this BBB complaint to allow the dedicated team to work directly with you. Should you have any questions, please let me know.
Thank you!
****
Guest Relations Escalation Specialist
Initial Complaint
Date:07/16/2025
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.
I was injured on the property due to improper maintenance. I have taken a video showing the issue after it happened, I have filed a complaint with the company to seek medical expense coverage help as I may have reinsured my surgically repaired shoulder, they state they have no record of me staying there and the improper maintenance was not validated, though I have video showing it was indeed accurate and not bolted down. I also have receipts for my stay and receipts for my DoorDash deliveries to my room.
Customer Answer
Date: 07/17/2025
Please advise if you for May precious message I typed. I also included a video of the toilet that caused the issue - showing it was NOT bolted down - the error message may have been related to the video file being too large. I can email it also
Business Response
Date: 07/17/2025
Hello ****!
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 07/16/2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you,
Alyssa, Guest Relations Escalation Specialist.
Initial Complaint
Date:07/15/2025
Type:Product 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.
I stayed at Red Roof PLUS+ ************************ (********, **) from July 1011, 2025 (confirmation #RR1266AEE554). My room had a visible ***** infestation multiple roaches were seen near the refrigerator, microwave, and baseboards, including one that crawled near my food. I also found roaches nesting in a damp washcloth. Before leaving, I sprayed Lysol and recorded a video showing several more roaches emerging.I submitted this video and photos to Guest Relations and was issued Case #******. Additionally, the fire alarm went off around 1:00 AM, further disrupting my sleep. I didnt report the issue in person at the time because it was late, and I believed it required direct escalation to ************ requesting a full refund of $311.77 for unsanitary and uninhabitable conditions. ******** has acknowledged receipt of the complaint and documentation but has not provided a resolution yet.
Customer Answer
Date: 07/16/2025
Hello, Ive uploaded video and photo documentation showing the ***** infestation I experienced at Red Roof PLUS+ ************************ during my stay from July 1011, 2025.

The video was recorded in real time and shows roaches emerging from behind the refrigerator and microwave area. Additional photos are included for review. Please let me know if you need further information. Thank you for continuing to assist with this matter.
Business Response
Date: 07/16/2025
Hello ****!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. This case is still open, and we must allow the
appropriate amount of time to seek a reasonable outcome with the franchise owner.
I'll be closing out this BBB complaint to allow the dedicated team to work directly
with you. Should you have any questions, please let me know.
Thank you!
****
Guest Relations Escalations Specialist
Customer Answer
Date: 07/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23605640

I am rejecting this response because: Thank you for the update. While I acknowledge that Case #****** with Guest Relations is open, I am not satisfied with this response, as no resolution has been provided. I have not received a refund or confirmation of corrective action regarding the ***** infestation I experienced at Red Roof PLUS+ ************************. I will keep this BBB complaint open until a clear outcome is reached through the corporate case.

Regards,

**** *******
Business Response
Date: 07/16/2025
Hello ****!
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. We are in receipt of the photos and video. This case is still open, and we must allow the appropriate amount of time to seek a reasonable outcome with the franchise owner.I'll be closing out this BBB complaint to allow the dedicated team to work directly with you. Should you have any questions, please let me know.
Thank you!
****
Guest Relations Escalations Specialist
Business Response
Date: 07/17/2025
Hello ****!

It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. We are in receipt of the photos and video. This case is still open, and we must allow the appropriate amount of time to seek a reasonable outcome with the franchise owner. Should you have any questions, please let me know.
Thank you!
*******
Guest Relations Escalations Specialist
Customer Answer
Date: 07/17/2025
Thank you for the update. While I appreciate that my video and photo evidence has been received and a case is open with Red Roof Guest Relations under ID #******, I do not consider this matter resolved until a formal outcome has been provided ideally a refund for the unsanitary and uninhabitable conditions during my stay. Im awaiting the results of the pest inspection and final determination from the franchise owner. Until that resolution is complete, I must reject this response.

Complaint: 23605640

I am rejecting this response because:

Regards,

**** *******
Business Response
Date: 07/18/2025
Hello ******!
Hello ******! It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. This case is still open, and we must allow the
appropriate amount of time to seek a reasonable outcome with the franchise owner.
I'll be closing out this BBB complaint to allow the dedicated team to work directly
with you.
Thank you!
Venecia
Guest Relations Escalation Specialist
Customer Answer
Date: 07/21/2025
Dear ****** ******,
Thank you for the follow-up regarding BBB Complaint #********.
First, I would like to note that the business mistakenly addressed their message to ******, which is not my name. This reflects a lack of attention to detail that unfortunately mirrors the experience I had during my stay.
Second, while I acknowledge that a formal case (ID #******* is currently open with Red Roof Guest Relations, I do not consider this matter resolved. I am awaiting the outcome of the pest control inspection and a final decision regarding the refund Ive requested due to the unsanitary and uninhabitable conditions during my stay.
Therefore, I am formally rejecting the business response at this time. I ask that this complaint remain open and active with the BBB until the matter is properly resolved.
Thank you for your continued support and assistance in this process.

Complaint: ********

I am rejecting this response because:

Regards,

**** *******
Business Response
Date: 07/21/2025
Hello ****!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID *********** case is still open, and we must allow the
appropriate amount of time to seek a reasonable outcome with the franchise owner.
I'll be closing out this BBB complaint to allow the dedicated team to work directly
with you. Should you have any questions, please let me know.
Thank you!
****
Guest Relations Escalation Specialist
Customer Answer
Date: 08/01/2025
duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.

We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.

On July 1011, 2025, I stayed at Red Roof PLUS+ ************************ (***************************************************************). I paid $311.77 via debit for a deluxe, smoke-free room. Upon entering, I immediately noticed an active ***** infestation, including insects crawling on the floor and walls. I recorded clear, time-stamped video and photo evidence. Around 1 AM, a fire alarm sounded, disrupting sleep further. These conditions were unsafe, unsanitary, and in violation of NY Health Code. I reported the issue to Red Roof Guest Relations. They replied inconsistently, once addressing me by the wrong name. I was later told that pest control found no activity, but no inspection report or evidence was ever provided. I allege that this constitutes negligence, misrepresentation, and deceptive business practices. The company failed to honor basic expectations of health, safety, and habitability and has refused a refund despite receiving photo/video proof and multiple formal requests. I am now escalating due to the lack of resolution, dismissive communication, and serious health risks posed to consumers.
Business Response
Date: 08/01/2025
Hello ****!

It looks like you filed a formal Guest Relations case with our corporate
team under record ID *********** case is still open, and we must allow the
appropriate amount of time to seek a reasonable outcome with the franchise owner.
I'll be closing out this BBB complaint to allow the dedicated team to work directly
with you. Should you have any questions, please let me know.

Thank you!
*******
Guest Relations Escalation Specialist

Customer Answer
Date: 08/01/2025
Hi ******,
Thank you for your assistance. ******** has contacted me directly and offered a full refund of $311.77 via Zelle, which Ive accepted. A representative also followed up by phone to confirm. At this time, I am satisfied with the resolution and would like to close the complaint.
Should the refund not be received in 23 business days as promised, I will reach out again.
Best regards,
**** *******
Complaint ID: ********
Initial Complaint
Date:07/15/2025
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.
I reserved a room at the wrong red roof in in ************, ** for july 12th .for $84.37.I cancelled this reservation morning of july 12th. I stayed at red roof inn in *************. I have called to cancel this r3servation *** they are uncooperative
Business Response
Date: 07/16/2025
Hello *******-
Thank you for your comments. Please note that we have a Corporate
Guest Relations team who are dedicated to handling such concerns. We'll use the
information you provided to create a case internally and will contact you directly
moving forward. Please look for our communication within 24hours. We are
committed to working with you and the franchised location to align a reasonable
resolution.
Thank you!
****
Guest Relations Escalation Specialist
Initial Complaint
Date:07/14/2025
Type:Product 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 -************************** We showed up for our room rental to find used underwear outside our door, stained (with god knows what) on our bedspreads and sheets, the room falling apart and a uncleaned bathroom area We were disgusted by the accommodations and refused to stay for our two nights. I have never walked into a hotel room is such unsanitary condtions We demand full refund which the counter clerk could not refund us because the booking box occurred through ********* Without a refund, online reviews will soon occur
Business Response
Date: 07/16/2025
Hello *****-
Thank you for your comments. Please note that we have a Corporate
Guest Relations team who are dedicated to handling such concerns. We'll use the
information you provided to create a case internally and will contact you directly
moving forward. Please look for our communication within 24hours. We are
committed to working with you and the franchised location to align a reasonable
resolution.
Thank you!
****
Guest Relations Senior Agent
Customer Answer
Date: 07/23/2025
The attempted resolution from Red Roof Inn is "Red Roof Inn Points"....this is unacceptable since I will never utilize them. We want...we expect.... our credit of the total amount spent in a credit to our card or check sent to our home address. We did not stay at this God forsaken hotel for more than 3 minutes of mind-numbing disgust. I urge the management of Red Roof Inn to stay in those conditions and contract whatever disease the bedspreads and sheets will give you
Im going to take this matter to the internet at this point and will take my comments down after resolution
Initial Complaint
Date:07/14/2025
Type:Sales and Advertising 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 checked in on June 10th, the room Had a broken toilet so within 5 minutes of arriving i was already back at the front desk. I was given the key to another room that was occupied so I had to go back to the front desk again this time he gave me the key to another room in another building this room. Had a busted lock like someone kicked in the door and the room was filled with roaches. We went back to the front desk explained the situation and kept our original rooms since there were no more rooms avaliable. We asked for a plunger so we could use the bathroom in our room. At 1 am people next to our room started screaming fighting and kicking the doors. The next day we had drug dealers and junkies doing drugs infront of my door where I could not leave the room, we made a complaint to the front about finding a ***** in our room and the noise he did nothing. The last night we did not sleep roaches were every where my husband went to the front desk and the guy working overnight kept repeating he can't do anything come back 9-5 during business hours to speak with management. He also stated the manager rarely comes in. We stayed up all night watching our kid sleep and keeping our belonging from getting ruined like our food was ruined from the ********** the morning when we checked out we were informed ****** the assistant manager decided to give us 15% back on our stay and refused anything else she had Christian tell us because she obviously does not know how to do her job and speak with paying customers.I have gone back and fourth with ******************** guest relations employees and manager Madison * who refuses to uphold redroof inns guarantee which is illigal, a guarantee is a legally binding promise. ********** offers a Hassle-Free Guarantee, promising to address any guest concerns during their stay and if they can't be resolved before departure, the guest will not be charged for that night. *** I paid $265.20 and was given $39.30 back I am requesting $225.90.
Business Response
Date: 07/14/2025
Hello ******!
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 07/03/2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you,
Alyssa, Guest Relations Escalation Specialist.
Customer Answer
Date: 07/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23597449

I am rejecting this response because: I have contacted the business they would not uphold redroof inns ******-free guarantee which is funny since this is a ******, I have spoken with several people in guest relations and nobody had been able to give me the refund that I am guaranteed by red roofs own policy.
You offered me points that do not even equal a one night stay and I was give 15% which was less money than I needed to wash my items that had roaches crawling on them from your hotel. I want my refund which you legally owe me.
Regards,

****** *******
Business Response
Date: 07/16/2025
Hello ******!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. It looks like the case was closed 7/3/25 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly.
Thank you,
****
Guest Relations Escalation Specialist

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Red Roof Inns, Inc. is NOT a BBB Accredited Business.