Complaints

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

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Red Roof Inns, Inc. has 578 locations, listed below.

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• 

  Red Roof Inns, Inc.

  7815 Walton Pkwy New Albany, OH 43054-8482

• 

  Red Roof Inns, Inc.

  441 Ackerman Rd Columbus, OH 43202-1569

• 

  Red Roof Inns, Inc.

  5125 Post Rd Dublin, OH 43017-1117

• 

  Red Roof Inns, Inc.

  909 S State St Westerville, OH 43081-3346

• 

  Red Roof PLUS+ University at Buffalo - Amherst

  42 Flint Road Amherst, NY 14226

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:09/12/2022

  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.

  This was at the Madison, GA Red Roof Inn and Suites. August 17-20, 2022.
  When we got there, no one was at the front desk for over ten minutes as we called, knocked, etc. Finally, ****** appeared. He was very likable, but he seemed to not know how to run the check in process on the computer. It took more than half an hour to check in. The lobby was nice enough, but the overall smell of cigarettes, marijuana, and crack was a bad sign. There was loud music from some room down the hall from us. Prostitutes were entertaining “guests”, and I am pretty sure I witnessed a drug deal going down in the parking lot. There was drug paraphernalia left in the parking lot. One night, there was a beer party in the hall right outside our door. They were drunk and loud until after 1:00. There was no phone in the room. I saw no smoke alarm. The refrigerator did not work. The floor had a sticky white substance in various places that I suspect had a great deal of DNA in it. The floor was sticky. I had to go buy slippers because I did not want to go barefoot, nor did I want to ruin my socks. There were stains on the chair and ottoman. There was a rust stain beneath the toilet. The toilet seat was cracked and pinched my tuchus every time I (reluctantly) had to sit on it. The bathroom floor was dirty, and the tub caulking was mildewed. The shower stall wall was cracked. The counter in the bathroom was falling apart. There were no tissues, just an empty box. The bathtub drained slowly, so water accumulated in the tub when I showered. The towels looked as if they had been used as grease rags, and were so badly stained that I basically just let myself drip dry. The toilet keep running, and we had to open the tank lid to stop it after every flush. The AC blew, but cooled sporadically. Neither the parking lot nor room felt safe, and we took our medications and electronics with us each time we left the room. The mattress was stained. The “DoNotDisturb” tag was removed from our door.

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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.

  Recently stayed at the Hometown Inn by red roof in east Syracuse, NY. This was an overall negative customer experience. On top of the unprofessional staff/management present at the property, I believe they are not properly upkeeping the interior and exterior of the property as well as not abiding by the hotel industry standard for cleaning and disinfecting.
  
  Upon arriving the the property, I noticed it is run down and dirty. The comforter provided in the room had mysterious yellow and brown stains on it. I requested another clean comforter, the next comforter provided had suspicious red stains and rips on it.
  In a room for 2 people, we were given 1 bath towel. When asking for more towels, we were informed they “don’t have any more towels.” We then experienced 4 other guests request towels and they either said “we don’t have any” or “they will be clean in 1 hour.” We witnessed the manager instruct his employee to take towels from other rooms to give to the customers that were requesting them. They also began delivering towels to rooms before the “1 hour cleaning” they stated they were doing- leading me to believe they were not properly cleaning/disinfecting them before providing them to guests. They informed us they “can’t clean all the stains” off comforters and “sometimes it gets missed.”
  
  I do not believe proper health codes or cleaning procedures are not being followed at this property. I do feel this property needs to be inspected, as well as the staff/management for following standard procedure. I do not know what this standard procedure is for the hotel industry, but I do know it is a bio/health hazard to provide people with dirty, non-disinfected towels and linens.

  Business Response

  Date: 09/07/2022

  Hello ,
  
  Thank you for your interest in Red Roof. We appreciate that you have taken the time to share your experience. Please know that we value you as our guest and appreciate your business.
  
  Your comments have been documented and have been forwarded to the management staff for review. You can expect to be contacted within the next 48 hours.
  
  Should you have any other questions or concerns, please contact us by email at [email protected] or by phone at ###-###-####. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.
  
  Thank you,

  *****
  Red Roof
  Guest Relations

• Initial Complaint

  Date:09/02/2022

  Type:Billing 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 July 10, 2022 I booked a reservation at the Le Voyageur - a Red Collection Hotel in Wildwood NJ. At this time the rate listed was:
  
  8/24 $294.49
  8/25 $332.49
  8/26 $408.49
  Room rate taxes and fees $141.09
  Total Charges $1176.56
  
  At this time my card was charged and I was unable to make any changes to the reservation as this was the policy on this reservation:
  
  Cancellation Policy: Reservation cannot be cancelled. A fee equal to the first night room and tax will be charged at the time of booking. No refunds will be given for cancellations, no shows, early departures, or changes to your reservation.
  
  When I arrived at the hotel I was forced to pay $61.90 and told by hotel management that I could not check in if I didn't pay it and I had to call customer service to resolve. I had no choice but to pay as I would have lost my money I already paid. When I called Red Roof customer service I was given the run around. They blamed the hotel. No one can explain to me why I had to pay more. When I got my folio the charges were as such:
  8/24 $309.99
  8/25 $349.99
  8/26 $429.99
  Taxes $148.79
  Total $1,238.76
  I was told I would here back within 24 hours of my call to Red Roof customer service. Guess what I never got a call. Additionally I have received an email with a case number and still no resolution. I have reached out again VIA email asking status:
  .Thank you for contacting us about your experience. We apologize for the issues you reported with your bill from the location.
  We are disappointed to learn that Red Roof fell short of our goals in this instance and appreciate that you have taken the time to share your concerns with us.
  Thank you again for bringing this to our attention. Red Roof takes pride in providing superior service, and feedback like yours helps us take steps to prevent similar problems in the future. We hope you will give us the opportunity to better serve you at Red Roof Inn the next time your travel plans require lodging.
  I want my $61.90.

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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.

  I want check and give them my id . Told me I damage room when I didn’t. I suppose hear from from you guy and never did. I’m reward member with you guy . My award member is **********. I never would ruin hotel room. Pissed me off when stay with guy

• Initial Complaint

  Date:08/26/2022

  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 book a room on Priceline and they made me prepay for room so when went to motel they said I needed a deposit so told them I had to get someone to bring it to me so the desk guy ok just bring it back so I left went next door to wait and the manager pulls up cause I am sitting there talking to some people and she tells me to leave I couldn't get a room cause to many people was with me I told her I put 2people down that's all that will be in there anyway she would not give me a room and Priceline won't give it back cause motel said they was keeping my money how is that right never filled out no paper work got no key never set foot in no room who I talk to outside is my business as long as I don't take anyone in a room yes have a service dog never even got to tell them cause never filled out no paper work but they are pet friendly

  Business Response

  Date: 08/30/2022

  Hello,
  
  Thank you for contacting Red Roof Guest Relations! We are disappointed to learn about your experience. We would like to open a Guest Relations case on your behalf but will need more information, please. At which Red Roof 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?
  
  Thank you,

   

  Jason

  Red Roof 
  Guest Relations

• Initial Complaint

  Date:08/26/2022

  Type:Billing 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 August 25th 2022 I checked into the Red roof inn Plus located at 5215 West Willetta Street Phoenix Arizona 85043.
  I unpacked everything for my fiance and I as he was at work. He arrived we ate dinner, watched some TV and went to sleep. At approximately 4:00 a.m. I heard persistent knocking on the door when I opened the door the night clerk **** said that the computer showed that a smoke detector went off and he was saying that we had been smoking in the room and we had 10 minutes to get out and that we're being charged $200. I'm sorry but I find it strange that we're completely asleep at 4:00 a.m. and we don't smoke and he didn't further investigate come in and check the room I'm certain you could smell something like that had that been going on but he didn't do that. The security guard went into the room and he said there's absolutely no smell of smoke so that is our witness.
  It is now 5:00 a.m. my fiance and I are sitting in a parking lot dazed and in awe of what just happened. We're in the middle of a move hotels aren't cheap they charged us $200 for something we didn't do and there is no proof except some computer saying that it detected smoke yet there was an actual person that went into the room and smelled nothing at all.
  The way the night clerk treated us is unacceptable. Waking us up at 4:00 a.m. to tell us we were smoking in the room when we were dead asleep and then telling us we had 10 minutes to get our stuff and get out that's also unacceptable. I would like my $200 refunded I would like the night that wasn't a complete night refunded.

  Business Response

  Date: 08/27/2022

  August 27, 2021
  
  Record ID ********
  
  Hello ***** *** ********** , 
  
  Thank you for your interest in Red Roof. We appreciate that you have taken the time to share your experience at the RED ROOF PLUS+ PHOENIX WEST [ 261 ] . Please know that we value you as our guest and appreciate your business.
  
  Your comments have been documented and have been forwarded to the management staff at the RED ROOF PLUS+ PHOENIX WEST [ 261 ] for review. You can expect to be contacted within the next 24 hours.
  
  Should you have any other questions or concerns, please contact us by email at ***@redroof.com or by phone at ###-###-####. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.
  
  Very truly yours,
  *****
  Supervisor
  Red Roof Inn - Guest Relations
  ***@redroof.com