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.

  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 Inn & Suites

  1359 W Main Rd Middletown, RI 02842

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:06/10/2025

  Type:Billing 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.

  June 10, 2025, I booked a room at Red Roof Inn in **********, ** through *********. I didnt realize the room was non-smoking, non-refundable, and non-adjustable. That was my oversight. After checking in, I realized I wouldnt be able to go outside through the night to smoke. I was in the room for less than ***** minutes when I called the front desk to ask about switching to a smoking room. The woman offered no guidance and simply told me to call my third party.I went to my car, called *********, and stayed on the phone the entire time. They said a refund could only be given if the hotel issued a free-of-charge document. I drove back to the front desk and asked for it. The staff member refused, falsely claiming I had been in the room over 30 minutes. That was not true. I never returned to the room after I left, and called the front desk mins of entering the room.The front desk employee became hostilerolling her eyes, sighing loudly, huffing, and speaking in a sarcastic, aggressive tone. I repeatedly had to ask her to calm down. A male staff member who was outside playing with toys joined in with the same unprofessional energy. I felt unsafe and intimidated. I remained on the phone with the ********* **** who was so concerned he escalated to his manager multiple times. I even asked if I should contact the police due to how threatened I personally felt.I later called Red Roof guest services. The employee denied all hostility and provided policy details that were never communicated to me in person. I returned my keys and left the hotel. I paid for a room I never used due to the unsafe, hostile environment. While I take responsibility for booking a non-smoking room, I do not accept being treated with such disrespect and aggression simply for asking a question.

  Customer Answer

  Date: 06/11/2025

  Update as of June 11, 2025:
  ********* has issued me a refund in the form of a credit due to the situation I experienced at Red Roof Inn in **********, **. I appreciate their willingness to resolve the issue on their end.
  However, I want to emphasize that this resolution does not excuse the unprofessional and hostile behavior displayed by the front desk staff at the hotel. The treatment I received was unacceptable and should still be addressed internally to ensure no other guest is made to feel disrespected.

• Initial Complaint

  Date:06/07/2025

  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 May 31 I made a reservation through Priceline for a 1 week stay from May 31, 3025-June 7, 3025. The total with taxes and fees was $441.28. I arrived with my kids around 7pm and checked in. I was giving RM # ***. My kids and I went to the room and noticed a strong older of animal urine and ammonia. Upon stepping into the room I noticed there was a door which connected RM-*** to an adjoining RM. I immediately noticed that the door was locked or secured. It was broken and a small desk was placed in front of it to keep it closed. At that moment I heard dogs barking and then the dogs appeared from the broken door that they pushed through and was in our RM ***. I told my kids to step outside the room while I went back to the front office. Once in the front office I told the desk clerk who wouldn't identify himself exactly what I encountered with the smell and the broken door and dogs. He told me no worries I can switch you but all our downstairs rooms allow up to 3 dogs. I told him I'd take a upstairs room because my kids and I have allergies to pet dander etc. He assigned me to RM # *** upstairs. I went up to that room and could smell animal urine again. I called down to the front office and told the clerk he responded by there's no animal smells upstairs and that there's a no refund policy. After the first day my oldest son became very sick. Within a a or two myself and all my children had become ill with headaches, aches, chills and pain followed by breathing issues. My children and I are all asthmatic. From the beginning of our stay in RM *** we noticed dogs barking in the room next to ours on both sides. We even would see the dogs when we stepped out. On June 7 @ around 10:20 I went to the front office to pay for an additional week but be assigned to a new room that didn't allow pets. I was told by the lobby clerk that he'd price match what I paid the previous week. I told him I didn't have the full $441.28 and that I only had $421 until my deposit hit in a few.

  Business Response

  Date: 06/09/2025

  HelloTanya,

  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

  Customer Answer

  Date: 06/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23439282
  
  I am rejecting this response because: 

  The staff at the motel is lying profusely about what has transpired. They are kicking me out now after telling me previously no refunds. I'm a single mother with children and they were aware of my children even from the moment of booking. What they are doing now is retaliation for me making complaints. I'm being told I'll receive a refund for the remaining days and to leave by tomorrow 11am June 11 2025. However their previous lies and cover up doesn't leave me to believe this.
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/05/2025

  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.

  05/31/2025 - travelling along I196 looking for a hotel after leaving a funeral in **********. Sister is on a tight budget and she was paying for this night's stay. Went on line on phone and found Red Roof Inn (both sisters had stayed at Red Roof Inn in the past); good ratings on line and reasonably priced ($74/night) - booked on phone with a phone call 9both sisters are witnesses to that call). After arriving at facility a room card was given - NO BEDS to sleep in, no carpet, furnishings in middle of room; returned to desk - lady laughed at me. Gave another room card - this one smelled of excessive mold/mildew, carpet not clean - extremely old, bed linens not tidy and very raggy, door had been kicked in and only thing holding door latch was a small piece of wood. Also questionable activity going on outside on the bottom floor. Returned to the counter, again, this lady laughed at me AGAIN. I asked for a refund, was told "no to see the manager on Monday as no manager on site for the weekend" (I was traveling thru). Got email after leaving that facility stating that I agreed to NO REFUND and NO travel protection - those questions were never asked and I would NOT have agreed to this. I am prior military, senior citizen. Spent 2 hours on phone Saturday night trying to get refund. Spoke to manager of facility after a 4 hour wait and was told ******* was the 3rd party. I called Expedia on Saturday night and they had no recollection of a reservation for me. I called the credit card company yesterday and was told that Red Roof INN was the recipient of payment. I want a full refund. I have contacted multiple agencies in ******** regarding this facility. Extremely RUDE personnel and a trashy hotel - definitely NOT the rating that was listed online. 0 STARS!!!

  Business Response

  Date: 06/04/2025

  I need to inform you that the guest booked through a third party website.  The guest was informed by the third party website that she couldn't get a refund.  After she called corporate for Redroof that advise for me to refund the virtual credit card that was given to us for payment.  I did refund the credit card yesterday 6-3-2025.  The guest paid the third party website that she booked through and they are the ones to now issue her a refund.  The guest also told me that she doesn't remember who she booked with.  I advised that she look through her emails to check for a receipt or contact the credit card company to see who charged her card. Example ********** or ***********.  

   

  So, on my end, I have refunded the credit card for the guest.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23412905
  
  I am rejecting this response because: When I called to place the reservation I was NOT offered a choice for NO REFUND or ***************** I would always opt in  for a refund or insurance to cancel because no one knows what circumstances may arise. I have spoken with my credit card company and they show that the payment they made went directly to Red Roof Inn. I was told by the hotel front desk that they show Expedia. I called Expedia and they have no record of any such transaction. I need to have the credit card that is now on file there at Red Roof Inn to be contacted and a refund given to them which they will in turn notify me that NO payment will be billed to me on my next credit card statement.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 06/05/2025

  According to an email that I received 50% off my next visit to one of their establishments in the future. I am requesting a FULL refund be done to my credit card. I have contacted my credit card company and they are filing a dispute as well. According to Red Roof Inn the 3rd party is Expedia and when I called Expedia they had no record of the transaction and according to my credit card company payment was done directly to Red Roof Inn. As of this day I don't know what is going on - too many conflicting emails. 

  Business Response

  Date: 06/06/2025

  Hello ******,

  It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. The property issued a full refund to the 3rd party that you booked with. We have already sent communication to them for a smooth refund process. As additional compensation we offered you ***** Redi points which can be used for a free night at any of out Red Roof Inn, Red Roof+ Plus or Hometowne Studios locations. 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!

  Alyssa | Guest Relations Escalation Specialist.

  Customer Answer

  Date: 06/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23412905
  
  I am rejecting this response because: I AM DECLINING THE 8500 POINTS FOR A FREE ROOM AS THIS EXPERIENCE HAS COMPLETELY TURNED ME OFF OF EVER GOING TO A RED ROOF FACILITY. I will be contacting my credit card company to verify that a FULL refund of $114. 43 was received. 
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 06/07/2025

  Per the credit card company that I used NO credit has been issued.

  .Complaint: 23412905
  
  I am rejecting this response because: I AM DECLINING THE 8500 POINTS FOR A FREE ROOM AS THIS EXPERIENCE HAS COMPLETELY TURNED ME OFF OF EVER GOING TO A RED ROOF FACILITY. I will be contacting my credit card company to verify that a FULL refund of $114. 43 was received. 
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 06/09/2025

  To whom this may concern:
  
  There was NO REFUND received per my credit card company. Someone here is doing dirty business. THIS NEEDS TO BE RESOLVED ASAP! I received a message from the Red Roof INN telling me to speak with the manager at the facility which I did last week on Monday and she told me to contact corporate - which I did. 
  

  
  

  Customer Answer

  Date: 06/10/2025

  I am seriously hoping you can help me. I notified the 3rd party yesterday (06/09/25) to find out when my refund would be returned. They wanted proof that the dispute with the credit card company had been removed (resolved). I contacted the credit card company and they provided me proof that the dispute was resolved on 06/07/25. I forwarded this information to them via email and requested something in writing via email that my 100% refund was guaranteed and needed to be completed as soon as possible. I received an email this morning stating that they needed a screen shot of the letter that would have my name, last 4 numbers on the credit card, amount billed and date of resolution. This information (except for the last 4 credit card numbers) are in the email that I sent. They have all this information when the amount was charged. THIS IS JUST ANOTHER WAY OF KEEPING MY REFUND. My credit card bill will be mailed by the end of this week and that charge will be on there. If I don't pay it I will be added an interest rate. This 3rd party company needs to be notified to release this money IMMEDIATELY. Here is the name and phone number of this company:  ****************** Lodging and their phone number is ************. I have now been told that I need to contact Hotel Lodging at ************.
  
  Please help!!
  
  ****** *****
  ************

  Customer Answer

  Date: 06/17/2025

  File a Complaint
  External
  Inbox
  
  
  Trezon ***** <***********************************************************************************>
  Jun 9, 2025, 4:43 PM (8 days ago)
  to raeannminter
  
  Thank you for contacting the ************ BBB. We received the below emails from you regarding your complaint. Per the business response we have refunded the 3rd party Expedia. See below details to file a complaint for expedia.
  Please follow the instructions below to file a Complaint against : ***********
  
  Click on this LINK to view their BBB Profile:
   
  ***************************************************************************************************
   
  Then Click on the Box "File a Complaint" to begin.
   
  The BBB Great West + Pacific will be handling your complaint. If you have further questions about this complaint, their contact info is below:
  PO Box 191279
  *****, ID *****
  ************
  ********************************************************************** 
  
  From: ****** ****** <*******************************>
  Sent: Monday, June 9, 2025 3:33 PM
  To: *********************************************** <***********************************************>
  Subject: Fw: Urgent - *************, ******** facility COMPLAINT
   
  I received a message from ******* stating that they can't find a reservation. Here is the Itinerary number: H11492050. I was told by Red Roof Inn that Expedia was the 3rd party. They are saying no but a full refund was given. I just logged in to my credit card company and there has been NO REFUND given. Someone needs to contact ******** Headquarters (which I have done and have gotten no where) and I have contacted the hotel itself. My credit card company has closed my dispute because it is needed to be completed by the 3rd party. My email received after I had left the hotel says **************************** (which I inquired and was told by the hotel is Expedia's but thru one of their vendors. I need a full refund sent and soon. I will never ever book anything on line again. This is turning out to be a VERY expensive ****** that a senior citizen and military veteran should NEVER have to go thru. Please respond.  Thanks!
  
  ****** *****
  
  ----- Forwarded Message -----
  From: ****** ****** <*******************************>
  To: *********************************************** <***********************************************>
  Sent: Saturday, June 7, 2025 at 04:26:43 PM CDT
  Subject: Urgent - *************, ******** facility COMPLAINT
  
  I am sending this complaint because I am having issues getting a refund from the Red Roof Inn facility in *************, ******** but the corporate office is in ****. Let me explain what is going on: my sisters and I attended a funeral in ************** on Saturday morning and headed home to ******* towards the evening hours. We had decided due to the deer population and wooded areas that we would have to go thru we decided to start looking for a reasonable place to stay. My sister was driving so I was on my phone looking for a place. We came to a Super 8 and wasn't satisfied so we got back on the interstate and headed further south. We saw the Red Roof Inn ad and they had a good rating and the price was right so I called and made a reservation. When we got there I was given a room key - Room 203 and we took our luggage there and opened the door - there were NO BEDS - there wasn't any carpeting, the mattresses were leaning against the wall. I went down to the front desk, the girl there laughed at me and gave me another key (don't remember if 223 or 226). I opened this door and was met with a very BAD MOLD/MILDEW smell, the carpet was tattered and not cleaned in probably decades, the bedding was askewed and tattered as well, then I turned around, the door had been previously kicked in and was was now being latched by a very small piece of wood as the frame was basically gone. I said "OH NO - not staying here"!, It was at this time I observed some questionable activity going on on the ground floor. I went to the desk and asked for a refund. The girl laughed at me again. I was told that she couldn't give a refund ($114. 43) and speak to the manager on Monday. I am travelling and would not be in the area. At this point I am livid. I spent several hours between Red Roof Inn Corporate Headquarters and customer service. I was told that I would have to go thru the 3rd party to get a refund but the site I was on sent me an email during all of this to say that I agreed to a non-refundable charge and no travel protection. I would never agree to this and I have witnesses that this was never offered. I contacted my credit card company and as of today have been told that my case with them is closed because it needs to be handled at between the facility and the 3rd party. I received an email stating that a full refund would be given then I received an email giving a 50% discount on my next stay, then I received an email stating that I would be given 8500 bonus points. I don't and won't accept any of these except a full refund. Then I received another email stating that a $69.95 refund would be given. I called my credit card company today and NO refund has been given. I spoke to the hotel manager (what a joke) and she basically said this is my problem. Their records show that I stayed the night which I DID NOT!! I contacted the ************** of Health and was then connected to the Berrien County Building inspector. This facility needs to be condemned and torn down. Their outside sign says ********************** I am a military veteran and senior citizen. NO ONE PROVIDING CUSTOMER SERVICE SHOULD LAUGH AT A CUSTOMER!! I need help in getting my money refunded. Please contact me. 
  
  ****** *****
   
  Best wishes
  
  
  --
  Trezon *****
  
  Director of Dispute Resolution and **************** Department
  
  ******************** Serving ************
  
  **************************
  
  
  
  
  ****** ******
  Jun 9, 2025, 5:15 PM (8 days ago)
  to me
  
  Thanks for responding. ******* says that they have no account with my name. I reached out to my credit card company and they were able to find out that it is booked thru Expedia which has several different places that do the reservations. Here is the information that I received: ******************************* and their phone number is ************. I spoke with someone there and they have stated that a full refund would be sent to the credit card company if I supplied them with the notice from the credit card company that the dispute has been removed (which I just sent an email to them). I was told by the credit card company that it could take up to 10 days for this refund to be credited to my account - 10 days - REALLY?!  I have little to no faith that my money will be credited back to my account. What do I do? Please advise.
  
  ****** *****
  
  
  ****** ******
  Jun 10, 2025, 1:45 PM (7 days ago)
  to me
  
  here is the email/conversation between myself and the 3rd party that supposedly has my refund: I received nothing from them stating I would be given a refund as they have told you. I was told today that the information I provided from my credit card company isn't enough. I was told by the credit card company to contact the *** from Hotellodging at ************. I called there and there was a voice mail. So I left my name and number (that was about an hour ago). This 3rd party is playing around. My credit card company has AGAIN put a dispute on this charge. I need help with forcing this 3rd party to refund my account IMMEDIATELY!!
  
  ****** *****
  
  From: ****** ****** <*******************************>
  To: Lodging Support <*************************************************************************************>
  Sent: Tuesday, June 10, 2025 at 08:24:57 AM CDT
  Subject: Re: Reservation Request
  
  Where is my ***ly to guarantee that my 100%  refund will be sent when you receive the requested document? This needs to be sent ASAP.
  
  *** *** *****
  
  On Monday, June 9, 2025 at 04:10:02 PM CDT, ****** ****** <*******************************> wrote:
  
  
  please ***ly by letting me know that a FULL refund is being sent to the credit card. The credit card company has been notified that they will be receiving a full refund from you. 
  
  ****** *****
  
  Resolution Date 06/07/25 *************************************** ********** APAmount $114.43Dispute # *********B
  Current dispute status is
  Dispute Date
  06/02/2025
  Status Updates
  06/07/2025
  Transaction has been found to be valid.
  A decision has been reached for this investigation and we have found that this transaction is valid. You can expect to receive information on this decision to be sent to you via mail or secure message at ************. Please review this information when it arrives for important details summarizing this dispute inquiry. Please notify us as soon as possible if you wish to continue this dispute.
  
  On Monday, June 9, 2025 at 03:06:04 PM CDT, Lodging Support <********************************************************> wrote:
  
  
  ##- Please type your ***ly above this line -##
  Dear Guest,
  
  Thank you for reaching out and allowing us the opportunity to assist you with your request. Please note the request will be reviewed and responded to by a member of our Reservations Department.
  
  Sincerely,
  Reservation Team
  
  This email is a service from Lodging Support. Delivered by *******
  
  Customer service software for the best customer experiences | *******
  

  Business Response

  Date: 06/17/2025

  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 06/06/25 as a reasonable resolution (***** Redi points) was aligned. You did not accept the points offered as you indicated that you were dissatisfied with the resolution outcome. Please contact the franchise location directly for further assistance..

   

  Thank you,

  Alyssa, Guest Relations Escalation Specialist.
  

• Initial Complaint

  Date:06/03/2025

  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 stayed at the Red Roof Inn in ******, ** on April 9th to April 10th, and I discovered bed bugs in my hotel bed. I have photo and video evidence clearly showing one on the sheets.After reporting it immediately to the front desk, I was told a manager would call an exterminator and Id have to wait up to 7 days before they even decide if I qualify for a refund. I also called Red Roofs corporate number and was told the same thingthat it depends on the investigation.Meanwhile, my girlfriend now has visible bites on her back, and we are worried that our two purebred Australian Shepherds were also affected. We now may have to visit a vet and are having to take extreme steps to sanitize our belongings to avoid bringing bed bugs home.This situation has been physically and emotionally stressful, and its unacceptable for a paying guest to experience this without immediate action or resolution.I am requesting the following:A full refund of our stay Compensation for any vet bills, medical costs, and deep cleaning required A formal apology from the location and Red Roof corporate If this is not resolved quickly, I will:File a chargeback with my bank (even with a debit card, as I have evidence)Report the incident to the local health department Leave public reviews with photos to warn other travelers Photo evidence is available and can be provided upon request. (Cant add videos but can provide via email)Sincerely,**** ********** Contact info: **************- ************************** Date of stay: April 9th to April 10th confirmation # B_17987774

  Business Response

  Date: 04/10/2025

  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. 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 10:00AM 7:00 PM ET.
  

  Thanks!

  Alyssa | Guest Relations Escalations Specialist.

  Customer Answer

  Date: 04/10/2025

   

  Hello Alyssa,
  
  
  Thank you for the response. I have already contacted Guest Relations and submitted clear photo and video evidence of bed bugs in my room. My girlfriend has visible bites on her back, and my two dogswho were in the roommay need to be taken to the vet due to possible exposure.
  
  
  I am now formally requesting:
  A full refund for my stay
  $700 in compensation for physical harm, potential vet/medical expenses, emotional distress, and the time Ive spent trying to resolve this issue
  
  
  I am open to resolving this quickly, but I prefer to keep all communication in writing via email or this BBB platform to ensure proper documentation. Please respond within 3 business days.
  
  
  Thank you,
  **********, ****
  
  
  

   

  Business Response

  Date: 04/14/2025

  Hello,

  Thank you for contacting the Guest relations Team. You have stated that you already contacted Guest Relations and submitted pictures and videos. Can you please provide the name that the case was filed under and also if available the case #? 

   

  Thank you,

  *******

  Guest Relations Escalation Specialist

   

  Customer Answer

  Date: 04/15/2025

  Hello *******,
  
  
  Thank you for your reply.
  
  
  As noted, I have already submitted multiple emails and provided photographic and video evidence of the bed bug infestation at the Red Roof PLUS+ ****** - ***** location. I also submitted a formal Chapter 93A demand letter as is my legal right under Massachusetts law. Due to Red Roofs failure to respond appropriately, this matter has already been escalated to the ***************************************
  
  
  The original case was submitted under the name **** **********, and I communicated with both Shanniel and ****************** this, your team failed to address my concerns, ignored the demand letter, and even stated I could not be contacted unless I had legal counseldespite no legal representation being required under Chapter 93A.
  
  
  To summarize:
  
  
  You received my photo and video evidence.
  You received my original refund and compensation request.
  You received my Chapter 93A demand letter.
  You dismissed the case as closed and later sent a blank email.
  
  
  
  
  I initially requested a full refund and $700 compensation. Due to your companys ongoing refusal to resolve this matter in good faith, I am now seeking $10,000 in damages, and intend to pursue treble damages (up to $30,000) under the Massachusetts Consumer Protection Act.
  
  
  Please let me know if Red Roof is prepared to resolve this fairly. If I do not receive a satisfactory response within the required timeline, I will proceed to file a claim in ************* Small Claims Court.
  
  
  Sincerely,
  **** **********
  
  
  
  

   

   

  Business Response

  Date: 04/29/2025

  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 04/11/2025 as a reasonable resolution was aligned.

  If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

  Thank you
  RedRoof Guest Relations. 

  Customer Answer

  Date: 04/30/2025

  Hello,
  
  
  Red Roofs response is completely false and misleading. There has been no resolution to this case. Telling me to contact the third-party booking site is not a resolution when the damages I suffered go far beyond a simple refund. This includes the bed bug infestation affecting myself, my girlfriend, and our dogs resulting in significant costs, emotional distress, and damages for which Red Roof is fully responsible.
  
  
  I issued a formal legal demand under Massachusetts General Law Chapter 93A, and instead of addressing it properly, Red Roof corporate completely shut down communication which is a violation of the law and exposes them to triple damages in court.
  
  
  Let me be clear: I am not dropping this case. Delaying and giving canned responses will not make this go away. If ******** refuses to provide a real, fair resolution through BBB now, I will proceed directly to court where I will seek the maximum damages allowed, including treble damages for their failure to respond to my legal demand.
  
  
  I request that BBB keeps this complaint open and holds Red Roof accountable until they provide an actual, lawful resolution not false claims of closure.
  
  
  Thank you,
  **** *********
  
  
  

  Business Response

  Date: 05/06/2025

  Hello,

  Thank you for contacting Red Roof Guest Relations! We regret to inform you that once you have retained legal counsel, the situation has become a legal matter. The *********************************** is unable to assist with legal matters. Please work directly with your attorney going forward.  

  Thank you,
  Guest Relations. 

   

  
  

  Customer Answer

  Date: 05/07/2025

  Hello,
  
  
  I would like to clarify that I have not retained legal counsel. I am an individual pursuing my rights under Massachusetts consumer protection laws.
  
  
  Red Roof has repeatedly failed to address my valid complaint and is now incorrectly trying to avoid responsibility by mischaracterizing this as a legal matter requiring an attorney. I am still awaiting a proper resolution, including the compensation I formally requested in my demand letter.
  
  
  Unless this is resolved promptly, I will proceed with filing in Small Claims Court.
  
  
  Thank you,
  ****
  
  
  

   

   

  Business Response

  Date: 06/03/2025

  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 4/03/2025 as a
  reasonable resolution was aligned. If you are dissatisfied with the resolution
  outcome, please contact the franchise location directly.

  Thank you,

  *******

   Guest Relations Senior Agent. 

• Initial Complaint

  Date:06/02/2025

  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 rented a room for about 5 days at this establishment for my visiting family. After about 2 days roaches were running around the room. YUCK. I notified the staff and the room was changed. However, they were very uncomfortable and opted to leave the establishment. I ended up having to pay an additional $595 for another hotel to complete their stay, I requested reimbursement but not only did I meet up with unapologetic staff that could care less, but they advised me to speak with ****, the hotel supervisor who was extremely unapologetic, and unprofessional and she ended up hanging up on me. The only resolve was a possible one-night reimbursement and that is only if the roaches came out to say hello and admit being there. Terrible staff, a terrible supervisor - Roxy ****** Terrible place and full of roaches.

  Business Response

  Date: 06/03/2025

  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?

  
  Thank you, 
  ****
  Guest Relations Escalation Specialist

• Initial Complaint

  Date:05/31/2025

  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.

  When I came out to my car this morning my mirror was broken off and all I get from the front desk was the manager was not here I tried to put it back together but it is not working still broken.

  Business Response

  Date: 06/02/2025

  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. Can you please provide your email
  and phone number? Can you provide the property name, confirmation number and room number if you have it available? 

  
  Thanks
  *******
  Guest Relations Escalation Specialist 

• Initial Complaint

  Date:05/27/2025

  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.

  This compliant is against ********* corporate office, founded in 1972, and while it involves a franchisee hotel, it is not about that or any other Red Roof Inn hotel. This complaint relates to Record ID #******. It relates to the first night of a 4 night stay at a franchisee hotel. I paid ***** Redi-Rewards points for the night in question. An employee of the business disrupted my sleep at 4:21 AM on March 3, 2025, and then returned a second time threatening to enter my room with no valid reason. ******** corporate along with the franchise manager agreed to refund the points, but the corporate office later reneged on their promise, even though the local hotel manager, ***** ******, tried very hard to get them to follow through. I have tried multiple times to resolve this dispute by using resources at both the local and corporate level. I am attaching separately a letter to the BBB, which contains more complete details of the complaint.

  Business Response

  Date: 05/27/2025

  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 Apr 1, 2025 as a 
  reasonable resolution was offered, however, we did not receive a response within 7 days so this offer expired.
  As a courtesy, the Guest Relations team will reach out to the location on your behalf to verify if they would
  still like to honor this offer, please keep an eye on your email. 
  We will look to provide you with an update in a timely manner. 

  Thank you
  Antwayne | Guest Relations Escalation Specialist

  Customer Answer

  Date: 06/05/2025

  The business did refund the ***** points, but they were disingenuous in their response to you. They denied the refund, and then refused further contact from me or from the hotel manager in ********. It was the headquarters that made this decision not to refund the points, not the local hotel, whose manager wanted desperately to resolve the problem. On my voicemail, they apologized for their poor customer service, but this was not mentioned in their response to you. Red Roof has also not addressed the source of the problem that caused the incident. In my complaint I asked that they review the problem with the Red Roof check in system. They did not indicate that they would do this, and so, the same problem can happen to someone else. In the interest of full transparency, this information should be posted along with my original complaint letter on your website. I will not reject the refund, but I do feel that they fell short coming clean and addressing the root cause in their response. 

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  Thank you for your assistance with handling this complaint. The business has refunded the points in question, and so the financial side of the complaint is complete. In their response, they did not address whether they were going to fix their reservation system so that the root cause of the incident would never happen again to another Red Roof customer. It is my hope that they will do this.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:05/15/2025

  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.

  They do a $100 security deposit in order to create fraudulent charges, especially when concerning towels. I used towels to clean up coffee that was spilled and am now being charged $41 for dirty towels when I seriously doubt that they have even attempted to wash them. They are white towels that are in most hotels and then are heavily bleached to remove any dirt/stains from these towels, blankets, and etc.

  Business Response

  Date: 05/22/2025

  
  
  Unfortunately, because we use white linens so guests can see that our towels are not stained, when used to clean dark liquid spills this leaves stains that we cannot use even if we can get them to fade. 

• Initial Complaint

  Date:05/06/2025

  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 booked a reservation for a 3 night stay at the ************* in **************/******** location. Upon arrival I noticed several people loitering and smoking pot on the stairway. I proceeded to check in since I coming in from an early flight from *********** and wanted to get some rest. Upon entering the room, the room smelled like smoke even though I booked a non smoking room. I then noticed blood stains on the top cover of the bed so I then pulled the cover from the bed and noticed that the sheets weren't changed. The sheets were dirty you can tell the bed was made without the sheets being changed. I immediately grabbed my stuff and when to the front desk and asked for a refund. I told them I wasn't staying and explained what I had encountered. The front desk person told me she would refund me for two nights but not the first day because I had touched the bed. If I hadn't touch anything she would of given me a full refund. Im asking for a refund of the reminder balance because I did not stay and service wasn't rendered to me.

  Business Response

  Date: 05/07/2025

  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:04/27/2025

  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.

  Checked into the ************ location in ******** on April 7. Was a pleasant stay and everything was lovely. Loved that I could pay cash. They signed me up for the rewards program. The staff that night were beyond accommodating and helpful. The next morning I asked about extending my stay. Front desk agent told me the steps to do so. I NEVER agreed to extending my stay. It was a conversation. I go into my room an hour later and the desk agent had extended my stay by another day. I was confused because I never authorized this. I called the customer service line and the agent told me oh its fine give us your card number and we can extend it and you can pay cash later. Great. Go to rekey my room. Your room isnt paid for I said well I didnt extend the stay. You did. Agent argued with me and I left. Given multiple runarounds from guest services. They told me to call the location. So I did. They even pulled the cameras. The agent extended my stay without my knowledge or authorization. But Red Roof would not honor the stay. The location in question canceled my booking. I am now unable to ever book there because I caused issues. I called corporate asking for clarification. Your front desk staff amended my stay without my knowledge. Corporate has been less than helpful and keep telling me to contact the specific location. Who wont do anything. Do not ever stay with them

  Business Response

  Date: 04/28/2025

  Hello Savannah,

  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!
  Red Roof Guest Relations Specialist.