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Red Roof Inns, Inc.This business is NOT BBB Accredited.
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Complaints
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
- 491 total complaints in the last 3 years.
- 148 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/08/2023
Type:Service or Repair IssuesStatus: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.
See uploadsInitial Complaint
Date:08/09/2023
Type:Product IssuesStatus: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 April of this year I booked a hotel reservation with HomeTowne studios in Thornton Colorado through Priceline for the dates of June 1st through June 10th, upon arrival I checked in the hotel at 3:00 pm after checking in I proceeded to my room upon entry I noticed a strong pesticide odor I then began inspecting the room with regards to cleanliness and safety I discovered that the condition of the room was contradictory to the advertised post on Priceline. For example the walls, and baseboards were filthy. The kitchen area was filthy with dirt and grease underneath the sink was cracked and peeling paint and in the bathroom the walls were filthy dirty at this point I went to the front desk clerk to voice my concerns with regards to the pesticide odor they stated to open a window and turn on the air conditioner. I explained that I have sleep apnea and I use a cpap machine and was concerned that the odor would permeate the filter and subject me to the toxins in the pesticide. in addition I outlined the overall condition of the room and canceled my reservation with Denise. She told me I would have to contact the third party, Priceline. I contacted Priceline, who recorded the conversation, to advise them of the situation and ultimately filed a dispute in an attempt to resolve the problem with a refund/ reimbursement back to my credit card as of the time of this complaint the issue has not been resolved. Priceline and my credit card told me I would have to work it out with Homeotwne Studios.
Customer Answer
Date: 08/08/2023
Record ID ********
Hello ***** *********,
Thank you for your additional comments regarding the ******* - HomeTowne Studios Denver - Thornton. We regret that the situation has not been resolved to your satisfaction.
Occasionally, we are unable to resolve a situation as a customer has requested. In this case, we have reviewed the situation and are unable to offer any additional resolution.
We realize that problems will arise from time to time and are continually striving to improve the quality of our services to fully meet the expectations of all our guests.
Please know that we value your patronage and appreciate you making us aware of the situation once again.
Sincerely,
******* ******
Regional Director - HomeTowne Studios
Red Roof Corporate Headquarters
7815 Walton Parkway
New Albany, Ohio 43054Business Response
Date: 08/29/2023
From District Manager, Mr. ******:
The room was inspected prior to the customer checking in. There wasn't any sign of pesticide smell as it may have been the allowable cleaning supplies used. The guest was provided an option to air out the room and offered him another room which both were declined. No compensation is being offered.
Business Response
Date: 08/31/2023
As mentioned in the previous communication, we are not able to provide any compensation to Mr. DeHerrera. Any further inquiries would have to be done directly with the location.
Thanks,
Christopher
Customer Answer
Date: 09/05/2023
Yes, my name is ***** * *******, my telephone number is ###-###-####. My complaint number is ********. This is in response to the e-mail I received from you today. I've attempted to try to upload additional documentation regarding the claim of how clean room was at the time. I, at the time, I check in, which contradicts that claim. I don't know if it was a successful, which we, in which case, I can follow up with you, want someone to get back with me to let me know you'd received my my my reply gave my name is ***** * ******* given ********. Then My complaint number is ******** and best time to call me would be. 12 O'clock, Noon Mountain Standard Time. Thank you.
Initial Complaint
Date:08/09/2023
Type:Product IssuesStatus: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 the morning of Sunday the 6th of August, i was traveling through Ohio and decided to stop for the night at the Red Roof Inn located at **** ****** ***** ******* ****. After I checked in for the night, I then went to my room. Once I got in the room I noticed that there was a roach crawling on the wall (picture attached). I then went back to the front desk to report my findings to the front desk attendant and asked for a refund because i was i was unsatisfied. I was in my room for less than 15 mins. I was then told that the morning manager would have to issue a refund.
I then returned later that same morning at approximately 11:30 am to speak to the manager but I was told the manager was unavailable at the time. I was told that I would have to wait an additional 15 minutes for her to return to the desk. I could not wait so i asked for the managers name (Krista/Christa). I then attempted to call the office to speak to the manager on the 7th and 8th of August but she was not available either time. In lieu of the manager not being available, i tried to resolve the issue with someone that was working the front desk on the 8th of Aug. I then explained the situation to that person and requested a refund. In response, I was told that the exterminator had found no bugs on the premises recently therefore, there wouldn’t be an refund issued. I then went back and forth with her and she said that they could issue a $30 refund (unacceptable). I refused that offer and told her that i would just dispute the charges on my credit card.Initial Complaint
Date:08/08/2023
Type:Customer Service IssuesStatus: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 am writing to express my deep disappointment and frustration with the treatment I received during my recent stay at your hotel. I believe that the actions of your staff were not only unprofessional but also demonstrated a lack of empathy and understanding towards me and my situation.
I checked into your hotel, with the expectation of a comfortable and enjoyable stay. However, my experience was marred by an incident that occurred on [Date of Incident]. I was abruptly and unfairly kicked out of the hotel premises based on unfounded claims of marijuana smoke emanating from my room.
Firstly, I would like to highlight the unprofessional attitude displayed by your staff members. Instead of approaching the situation with tact and understanding, they acted in a manner that was confrontational and accusatory. This not only made me feel uncomfortable but also violated my rights as a guest. I believe that a more respectful and empathetic approach would have been more appropriate in handling this matter.
Furthermore, I would like to address the issue of the search conducted in my room. It is important to note that I had prominently displayed the "Do Not Disturb" sign on my door, indicating my desire for privacy. Despite this, your staff members entered my room without my consent or prior notification. This invasion of my personal space is not only a breach of trust but also a violation of my rights as a guest.
. It is disheartening to be subjected to such false accusations without any evidence or proper investigation. I expect a higher level of professionalism and fairness from a reputable establishment such as yours.In light of these incidents, I kindly request the following actions to be taken: A thorough investigation into the conduct of the staff members involved in this incident, ensuring appropriate disciplinary action is taken if necessary.2. An apology from the staff members involved, acknowledging the unprofessionalism and lack of empathy displayed during the incident.
3. A refund or compensation for the inconvenience and distress caused by the unjust eviction from the hotel.
4. A review of your hotel's policies and procedures to prevent similar incidents from occurring in the future, ensuring that guests' rights and privacy are respected. I trust that you will take my concerns seriously and address them promptly. As a loyal customer, I believe in the importance of providing feedback to help improve the quality of service and maintain the reputation of your establishment. I hope that you will take the necessary steps to rectify this situation and restore my faith in your hotel. -I look forward to receiving a response within a week regarding the actions taken to address my concerns. Should I not receive a satisfactory resolution, I may be compelled to escalate this matter further.Business Response
Date: 08/17/2023
We reached out to Deleon Garrison on 8/9 and it was explained that they would call back within the next 15 minutes. We did not receive that call back. If a callback could be made to the Guest Relations department to ###-###-####, we would be more than happy to follow up.
Thanks,***********
Manager of Guest Relations
Red Roof InnInitial Complaint
Date:08/06/2023
Type:Service or Repair IssuesStatus: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.
3615 Dunckel Road
Lansing Michigan
I paid for a week here, and I regret it. The carpets are sticky and dirty. My son's feet were black on the bottoms after walking around playing with Legos. There are cobwebs, dirt, and dust in all corners of furniture, ceiling, and floors. I was willing to put up with this until the front desk was rude to my husband and me for asking for clean sheets. My husband and I went to ask for sheets, and he returned upset because of their attitude. I went to the front desk and asked if they had clean sheets I could put on my bed. The housekeeper jumped into the conversation and said it was too late to ask for full service because you were supposed to request service the day before. I wondered if any clean sheets were available, and she replied no. It was 2:30 pm August 6th
When I checked in on Thursday August 3rd , I arrived at 3:55 pm and tried to check-in. The front desk said to come back at 5 pm. I came back and waited patiently when two other people who were rude to the staff got rooms before I did. We had reservations and the staff said because they only had one housekeeper today no rooms were available.
I just don't understand how a hotel can run out of clean sheets and towels. I was told our room would be serviced every third day, or I could come to the front desk to receive what I needed. We have to stay in your dirty room with dirty linen as well.
While sitting in the waiting room for towels on August 4th my husband and I over heard the front desk staff yelling to a customer on the phone who was upset about being charged a $200 fee. These rooms are filthy. I hope we won't get a random charge for something we did not do.
I have two ESA dogs and we don't feel comfortable going potty here. The staff don't care of anyone picks up there poop. When I told the front desk staff about the poop their response was "we don't know who is doing it and we can't find out because their are too many people to keep track. "Business Response
Date: 08/25/2023
**** *************** was refunded $298.78 back on 8/14/23 by the location. If there are questions regarding the refund, please reach out to the location directly.
Thanks,
Christopher
Manager of Guest Relations
Red Roof InnInitial Complaint
Date:08/04/2023
Type:Product IssuesStatus:UnresolvedMore 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 Red Roof Inn in Grand Junction, CO for Thursday night 3 August. There was no hot water in the room, so I went to the front desk and complained three times. No resolution was offered nor provided. The following morning, I went to the front desk and asked about a refund and was told the manager would not provide one. Additionally, the mgmt booked me at the military/veteran rate $77/ night biut charged me full price $89. I would like a full refund.Business Response
Date: 08/24/2023
We reached out to *** ****** on 8/14 asking that he give the Guest Relations department a call. He can reach us by phone at ************ or **************************. We do have his concerns documented, however, we want to speak with the guest directly.Customer Answer
Date: 09/05/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20423212
I am rejecting this response because: I have tried calling the business in question on eight separate occasions over the past month. Their customer service line is always too busy and fails to connect, or leads to a long wait time with no expected wait times given. By all available evidence, Red Roof Inn is not making a good faith effort to deal with this complaint and is hoping that I will simply abandon my complaint.I have never seen a customer service line where the call is dropped and the caller told only "User Busy," yet this is what has happened the last four times I've called.
Regards,
***** ******Initial Complaint
Date:08/03/2023
Type:Billing IssuesStatus: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 July 8 2023 I booked a room with Red Roof Inn in New London Ct thru their booking agency My confirmation for July 8,2023 was 145-42022. I was already a guest there on July 7th. When I went to the front desk to let them know I had extended reservation for another night The front desk clerk said the room I had reserved was not ready. He said I would have to pay again. So he took my card and charged me for the same date. In others word I paid twice for one room. They marked my 1st reservation as a “No show” but they knew that was not true. I talked with the manager “*******” several times and he will not refund me for the extra charge. I called Red Roof Inn several times and they tell me it is up to the manager to issue a refund. They owe me $128.11. My case number with the company is ******** which is closed on their end.Business Response
Date: 08/14/2023
We reached out to Ms. ******* and helped process her requested reservation.
Thanks,
***********
Manager of Guest Relations
Red Roof InnInitial Complaint
Date:08/02/2023
Type:Service or Repair IssuesStatus: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 made a reservation to stay at this facility on June 7th for a stay on June 10th for one night. When I arrived at the hotel June 10th at 8:00pm with my two small children they told me a room wasn’t ready. I was calm and waited over an hour for someone to clean my room. When I went to check the status of the room the front desk acted like they never saw me before. Me and my kids didn’t get into the room till after 10pm. When arriving in the room it was disgusting. Our feet were black from the floors within minutes. Black mold around the toilet. Stickers all over the fridge. No blankets on the beds only sheets. — so nasty my son contracted hand foot and mouth disease within 24 hours leaving there.
The front desk staff was rude and didn’t want to help with anything. They seemed under the influence of something while slurring words they were spilling their dinner all over themselves.
I have tried handling this matter with the hotel itself, they hang up on me when calling. I have tried their Guest Relations number and they argue telling me I have to go through the hotel. No one wants to help. I would like my money back from my stay that night. I wasn’t even there 12 hours because I couldn’t wait to get out of the fifth. If it wasn’t so late and I had kids I would have left but they needed to rest.Business Response
Date: 08/25/2023
We followed up with ********* and offered points to her account which she did not accept. We are following up with the Franchise Operations Director to see if anything else can be done.Initial Complaint
Date:07/31/2023
Type:Service or Repair IssuesStatus: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 Saturday, July 29, 2023, I (********* ****) purchased 2 double occupancy rooms for an overnight stay. In the 2nd room where my daughter (****** ****) and my niece slept, the bathroom especially shower was filthy with visibly dirt in the tub. She complained to the front desk and they assigned her to room #216. In Room #216, the sheets and comforters were visibly soiled in both beds and there was red hair in the 1st bed. She complained again and one of the staff brought up new bedding. She and my niece had to switch out the old bedding for the new bedding... NOT Housekeeping. And we were almost were late to the concert at the Ohio State Fair. Once we returned from the concert, the toilet was broken and was not generating enough water to flush. My daughter went to the front desk to complain. The gentleman came to the room and attempted to fix the toilet. At 2am Sunday, July 30, 2023 she discovered the toilet was flooding on the bathroom floor. She then went back down to the front desk to complain because the phone in the room was not working. They then assigned them to another room #233 that was a single King. When checking out later that morning, we requested a reduction in the cost of the room for the inconvenience. We we told they could give us up to 15% and we would have to talk to the manager Monday morning for any additional discounts. The Manager stated that they cannot give any additional discounts. I would like for Red Roof to give us a 50% off the total cost of the room which was $89 + tax = totaling $111. I am requesting a refund in the amount of $55.50. Please adviseInitial Complaint
Date:07/20/2023
Type:Service or Repair IssuesStatus: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 July 11, 2023 I rebooked and extended my stay at the RedRoofInn in Kingsland GA. On or about the 13th of July I informed the front desk that my bathroom was infested with spiders and requested a room change. The agent noted my complaint and assured me that she would let them know. That day passed, and no one came to check the room, nor was I given a room change. I also had my 3 year old granddaughter and my 11 yr old dog in that room. I didn't have enough money to go to another hotel, and felt like I shouldn't have to pay for another hotel room at all. Saturday morning I woke to find a large bite on my chest that has been determined to be a spider bite. A brown recluse spider bite. When I went down and immediately informed the front desk agent about the bite, I was assured that the manager,whom the agent called immediately, would be down shortly to talk to me. No one came. No one even came even then, to spray my room, check on me and my granddaughter, Not one single employee that was there the day I reported the spiders, or the spider bite 2 days later, made a incident report or came to check on their guests. When I finally was able to catch the manager Monday morning, and questioned why she didn't come and make sure I was ok, or didn't need anything, she rudely informed me that she deserves a day off and I was not going to be able to rebook and extend my stay again because it was my fault I got bit because I opened my door long enough to sweep my own floor, and I shouldn't want to stay where I was bitten by a spider anyway. This is the most unprofessional, and disgusting display of management I have ever seen. Not to mention absolute negligence. I am truly concerned for the safety of anyone who stays at this hotel as long as this manager is here. She spent the weekend entertaining her family and friends at the pool instead of making sure her guest was ok and satisfied. I think she should be held accountable for her gross negligence that has been the traumatic for me not to mention physically incapasatatingBusiness Response
Date: 06/04/2025
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!
Venecia
Guest Relation Escalation Specialist
Red Roof Inns, Inc. is NOT a BBB Accredited Business.
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