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Hotels

Red Roof PLUS+

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    Description of what happened:I stayed at the Red Roof inn from april 3, 2025 through April 15, 2025 all booked through *************. On April 16, 2025 after i Left the room for some food, I found my key did not work when I returned. I went to the front office. A front-desk employee claimed I had four cats in my room, but I only had two. I offered to let staff inspect the room to verify, but they refused. Instead, I was told I had to pay $390 in cash for alleged pet fees to be allowed one more night to remove my belongings.The $390 payment was not processed through the hotel system or reflected on my folio or Priceline record. I believe this was an unauthorized or fraudulent cash charge. I have proof of my Priceline booking and partial bank withdrawal ($200 from ****) and will provide the remaining bank record from Ally once received.Desired resolution:Refund of the $390 cash payment and confirmation that this issue is addressed at the *********************************** property.

    Business Response

    Date: 10/30/2025

    to whom it may concern,

     

    good morning,

    first of all, thank you to let us know about this complain then after investigation from our side we discovered that the info what Mr. ***** that say is not all right 

    he had more than 6 ***s in his room for almost 10 days since we know that because when he checked in April 3 he say that he has only one cat so (misleading to avoid the extra fee for the second or third   etc.) because we charge 15 $ for each extra *** for each day too, we have  3 witnesses for that the front desk agent the head housekeeper and the one who clean  his room  but unfortunately we do not has video it has been deleted already from the  work group because  we do not  keep the videos more than 3 months, 

    and regarding the cash deposit what he paid does not posted on Priceline because its internal vending policy does not have to post in third parties folios the third parties' companies responsible only for room cost any other fees it's up to us and our hotel polices 

    and we ask him if he want receipt, he says No!!

    that's all 

    thank you for your time and caring 

  • Initial Complaint

    Date:05/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 at this hotel for work for the week. 1hr and half after check they cancel my reservation saying that the price I paid wasnt right and they wanted to charge me more money to stay so they canceled my reservation and didnt honor my reservation or try and make it right just wanted more money

  • Initial Complaint

    Date:02/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the red roof for serval days and have visited this place multiple times and very one time I stayed I had the worst experience I had my physical money taken from by the hotel stating it was never received which no fact that is the only way I check in

  • Initial Complaint

    Date:08/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 stay at the Red Roof Plus through Expedia. I paid in full when I made the booking. Upon check-in, I was informed I'd need to provide $100 in cash as a refundable security deposit. No mention of this anywhere in any emails or in the postings on Expedia. It says online that is ONLY if you're not paying with a credit card. I'd already paid, with a credit card. Unprofessional, underhanded. Clearly only does this to collect the hefty *** fee. I pointed that out, which he didn't like. He wouldn't hear me and insisted I use the *** to pull out the $. I said it was a "fucking scam" under my breath as I put my card into the ***, and then he flipped out. Said I was being disrespectful and could not stay there. Said "Fuck" 4 or 5x. A lot of people who stay at budget places might not even HAVE an extra $100 they can pull out in cash. It's exploitative. I begged to at least have the parking pass because I needed to be somewhere in 20 minutes and desperately needed to leave my car there. He refused. An underling even asked him but he wouldn't do it. I understand the right to refuse business to someone, but that doesn't mean you get to bully people who point out that your online information doesn't match what you're demanding in person. That's gaslighting. And hypocritical, as it's massively disrespectful. It also doesn't make it okay to not give them a refund when you choose to deny their business. Expedia called them about getting me a refund and he LIED and said I checked in and out normally. I had to scramble to find somewhere else to stay, had to pay more $$ to a second motel, and was late to the event. All because I held them accountable by pointing out that they were being unfair. I'd like a refund (am apology would be great too, but it wouldn't be sincere) and for them to either be required to change their online to match in-person requirements or to drop that ridiculous cash requirement altogether. Happy to supply screenshots/photo of their cash sign.

  • Initial Complaint

    Date:08/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Party renting a room paid in full then thrown out with no refund

  • Initial Complaint

    Date:06/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 arrived at this location w/a reservation on 5/14/24. 2 days prior to arrival I called the location to confirm we would have a 1st floor room due to my mobility issuses. I was assured by the young lady that answered the phone that we would indeed have a 1st floor room. Upon arrival I was told we would be on the 2nd floor all the way on the other side of the motel (room 256 to be exact). When I expressed my need to be on the 1st floor, she porceeded to tell me I should be lucky to even have a room. I asked if we could request to be moved to a 1st floor room the next day, she told me No! We dropped our bags off in the room & went to dinner. Upon our return for the night, we found only 1 working outlet on the night stand. A faulty, melted outlet on the wall next to one of the beds, no phone on the nightstand, no alarm clock, ironing board but no iron. No hangers to hang up our clothes. Something red & burn spots on the duvet cover, burn spots on the toilet seat & bathtub. The door to the bathroom would not close all of the way due to a faulty ************* jam where lock goes into was broken/missing. I called the front desk to voice these issues and was told it wasn't their problem. We would have checked out and went somewhere else, but there were no other vacancies in the area. I would have to sleep in my rental vehicle. I called the front desk on 5/17 asked to have room service please clean our room and leave clean towels & wash cloths. We wwent out for the day on the 18th & upon return noticed *********** did not come. I called the front deks to ask why no on ecame & to ask for clean ****** so my ************ could shower, the gentleman told me to re-use the dirty ones or go buy some. He wasnt happy that I insisted him bring us clean towels & more toilet paper. I filed a complaint with Red Roof Inn corporate office as well. We have been unable to come to an amicable resolution. My Red Roof case #********. I have requested a refund. This has been ongoing issue.

    Customer Answer

    Date: 07/10/2024

    Good Morning, 

    After some further investigation I discovered the owners name is **********, not ***************. This is why no response has been received from the hotel. Please forward complaint to the appropriate party.

     

    Thank you

Red Roof PLUS+ is NOT a BBB Accredited Business.

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