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 PLUS+ Boston - Woburn/ Burlington

  19 Commerce Way Woburn, MA 01801

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:07/19/2023

  Type:Customer Service 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.

  My rewards number is **********
  Thr is a current promo going on. And i have been trying to get my points updated for a while now. But have been told mix info. Now my account has been disactived cause of audit which i was advised i cant stay at a hotel till its done. Which makes me even more upseting. I count on my points so i can stay and save money. If no points or money i sleep in my car. Which i now have to do for the next few nights cause of this. Supervisor hung up on me. I was never told the account would be disactived. Stated hands r tied till this audit thing is done. This truesly very upsetting. And stressful

  Business Response

  Date: 07/27/2023

  Mr. *****,

  Thank you for reaching out to us regarding your *********** membership. To ensure accuracy of your account, we did conduct an audit as we want to ensure that you have the correct number of points. It shows that your account is current and active as of today. We do apologize for any inconvenience as audits do have to be conducted from time to time to ensure that our members are getting the most out of their membership. If you have any questions regarding your account, you can either log into your account on-line at Redroof.com,can call ###-###-#### option #2 or e-mail ***********@redroof.com.

  Thanks,

  ***********
  Guest Relations Manager
  Red Roof Inn

  Customer Answer

  Date: 07/24/2024

  Complaint Detail / Problem
  Complaint Type: Repair Issues
  Problem:
  My redi redroof number ********** I have been waiting since 7/19/24 for an audit. I was told takes 72 hours. I called back on 7/22/24 still hasnt been done. Today 7/24/24 my account still off promi priots should have been added from first deal hasnt. Now everyone is telling me tht it can 6-8 weeks. Thats not what i have been told. Agents told me 14 days for promo. Ur info on the terms is misleading you states on number 12 to mail in the info on 12a which only refers back 12 so it mis leading.

  Its a rewards program pf points after staying at the hotel. The audit will verify my points r correct. I might be missing some from stays i have had but i dont have info on dates. Plus fromt my stays im to get  a bigger points back. 
  
  Desired Resolution: Contact by the business
  
  

  
  

  Business Response

  Date: 06/04/2025

  Hello Mr. ****************** you for reaching out to us regarding your RediRewards membership. To ensure accuracy of your account, an audit was conducted to ensure that you were given the correct number of points. We do apologize for any inconvenience with the RediRewards Program. If you have any questions regarding your account, you can either log into your account online at ***********, can call ************ or email **********************************.

  Thanks,

   *******

  Guest Relations Escalation Specialist 

  Customer Answer

  Date: 06/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:07/19/2023

  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.

  getting are by bed bugs i got pictures my body is sore where i was being ate up

  Business Response

  Date: 08/09/2023

  The Guest Relations team reached out to the customer and offered compensation. If there is any questions regarding the compensation, the customer can call ###-###-#### or e-mail [email protected].

  Thanks,
  
  ***********
  Manager of Guest Relations
  Red Roof Inn

• Initial Complaint

  Date:07/18/2023

  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 purchased a hotel room at the Hometown Inn By Red Roof East Syracuse on April 6th of 2023. Before I booked the hotel I made sure to look at the photos as recommended. Our Stay was from June 29th to June 30th. The location of the hotel was very unsafe and unsettling. The Check-in Process was a bit unusual as we had to wait in the lobby for over 10 minutes with no one around until we got out room card. We were not made aware the state of the rooms at check in. Inside the room was horrendous. My girlfriend had a panic attack from even being in the room that we had to leave our vacation early. My confirmation Number is *********. I feel it is necessary to get a full refund and compensation for the money lost not staying in the hotel. I contacted Red Roof And Priceline and both were made aware of the situation. Red Roof refused a refund after being told the details and told me to contact Priceline instead. Then Priceline also stated they could not process a refund because we did not contact them the minute we left the hotel. The
  representative we talked to was made aware of the condition the room was in when we got there. When discussing the issues, she stated that she would forward it to the highest department and make sure they knew about it. She did not want any proof of the room when it was made available to her. The entirety of the situation is disgusting, disturbing and frankly appalling. The lack of care after knowing the state of the hotel makes me fearful that they will ignore future incidents that may cause more harm to someone, a family, or the company itself. I shared my concerns with both representatives and neither took any of it serious. I do not know how either company is still running after this incident. I also cannot believe that red roof has not shut this hotel down yet. even after many google reviews of similar occurrences. I personally do not find this ok. Other than myself, I worry about the future of this company and the damage it will cause.

  Business Response

  Date: 08/09/2023

  The guest relations team is reaching out to Mr. ****** via phone and offering him RediReward points. Mr. ****** booked and paid through a 3rd party and would need to work with the 3rd party for the refund but as a good-will gesture, we are willing to offer points to Mr. ******.

  Thanks,

  ***********
  Manager of Guest Relations
  Red Roof Inn/HomeTowne Studios

• Initial Complaint

  Date:07/17/2023

  Type:Billing Issues
  Status:

  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.

  My family and I stayed at Red Roof Plus and Suites in Erie, PA, as we have the past 2 summers. (7-14-23 thru 7-16-23) Last year we never had this issue. I made reservations beforehand, and got the total which showed $478.33. I also know that they hold $100.00 for a deposit. We got there Friday night late, so Saturday morning I checked my credit card transactions to make sure everything was good. I noticed on there that they overcharged my card, and called the front desk, in which they stated it was the deposit, and depending on who rings you up, that day they all do it differently, and that the difference on each room was the deposit. But it wasn't, the difference was only $50. They said it would fix when we checked out on Sunday. Sunday comes we check out everything is fine, we get home and I check my transactions to see if they fixed it, and put my deposit back. But not only did they not fix it, they charged my card another $150.00. so again once I saw that I have been on the phone, emailing corporate, guest relations, and they will not fix it. In the email they apologized and said there was nothing that they could do. When I talked to the person on the phone, he stated it must be because we smoked in our room. Which we absolutely did not smoke in our room. I told him no we did not, and there are cameras outside our door, we picked up people's cigarette butts outside both our doors, and threw them away, so we wouldn't get in trouble for other people's litter. Plus our own. We were there with our children, and my disabled sister. They will not help me. We even had workers come help us with an ant infestation we had Saturday, that we helped them clean, and they'd of seen we do not smoke in our room. We've stayed here before and have never had this issues. A lady even walked in our room early Sunday before check out, and would see as well. I relayed all these things to them. No smoke, no ashes, no burns to say someone smoked in the room, I even cleaned the room for them. But because we picked up litter outside and threw it away, I'm not sure. But on our transactions it even shows the wrong room number, we stayed in room 127. The charges should be $478.33, but it's now at 678.33. Each separate charge doesn't match my reservation either, that they gave me. And they are refusing to help us, said sorry there's nothing we can do.

  Business Response

  Date: 07/25/2023

  Ms. *******,

  Thank you for reaching out to us regarding your stay at the Erie, PA location. While we do understand your concerns regarding the situation brought to our attention, it is best that you work with the location directly to try and get your issues resolved. The location did charge for smoking which explains the $150 fee that was shown in one of the photos you provided. The other issues you raised have been addressed.
  
  Thanks,
  
  ***********
  Manager of Guest Relations
  Red Roof Inn

  Customer Answer

  Date: 07/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20333085
  
  
  
  I am rejecting this response because: that doesn't fix the issue though. Because the thing is we didn't smoke in the room. As I stated we through cigarette butts away. They said nothing to us at check out, I want the proof that we smoked in the room. Because there is none. I suggested the proof to show that we didn't, which was there was a camera right outside our door, that'd show we didn't, and us picking up cigarette butts. You overcharged me from the gate. That's ok. My bank is investigating it, and shame on you guys. You've lost our business. And from your reviews online, that I guess I should've checked, you've lost plenty of others as well. That's 500$ just about a year. Also I did reach out to the business. I got emails stating sorry sometimes things just can't be resolved. 
  
  
  
  Regards,
  
  
  
  ********* *******

• Initial Complaint

  Date:07/10/2023

  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 June 24, 2023, I was booked to stay a night in the hotel. After checking in, I noticed that the hotel was dirty, the outside was very unkempt and dirty and there were a lot of people milling about. The entire property and location gave a feeling of being unsafe.
  I did not even go into my room and left the property and stayed elsewhere.
  
  I filed a complaint with the main website and received 5 different requests for the same information. I then received the below message from a **** ******* of Red Roof. I never heard back from him. I tried contacting him on June 28, 29th, July 6th, and July 7th.
  
  Dear *** ********,
  
  Thank you for taking the time to tell us about your experience at the RED ROOF INN BOURBONNAIS.
  
  Right now, we have noted your comments as mentioned for further review and investigation. Please allow us time to do the necessary verification of your claims. We are sorry for any inconvenience.
  
  At Red Roof, it is our intention to have your confidence in our abilities to prevent similar problems in the future. Please know that we value you as our guest and appreciate your business. Thank you for sharing your concerns and I hope you will give us the opportunity to better serve you at Red Roof the next time your travel plans require lodging.
  
  Very truly yours,
  **** *******
  Red Roof Management
  General Manager

  Business Response

  Date: 07/18/2023

  Hello *** ********,
  

  Thank you for contacting us about your experience.

  You requested that we research this situation with those involved and provide you with a resolution.
  
  Please accept our sincere apology for the issues you reported with the condition of the hotel and surrounding areas.

  We are disappointed to learn that we fell short of our goals and appreciate that you have taken the time to share your concern. Please know that we value you as our guest and appreciate your business. As a token of our appreciation, we would like to offer you a refund through your PayPal or Zelle account in the amount of $49.45.

  Call ###-###-#### during normal business hours for the PayPal or Zelle option as we will need to verify some information prior to processing. If you don’t already have an established account, we can help in creating an account, so you can receive your funds as soon as possible.

  Once we have the information necessary to issue the refund and you have established your PayPal or Zelle account, the funds are available to you in 1 business day. Please respond within 10 days of the date of this letter to accept one of these offers. We hope you will give us the opportunity to better serve you the next time your travel plans require lodging.
  
  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 the next time your travel plans require lodging.
  
  
  
  Regards,
  
  
  Guest Relations Department
  
  Red Roof
  

  
  

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service Issues
  Status:

  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.

  We stayed at this Red Roof Inn: **** ********** ***** ****** **.What the business committed to provide me - One night rental on June 24, 2023. The nature of this dispute is - Extremely rude Office Manager named Olga. The owner of this franchise did not try to resolve this dispute - I asked the rude office manager Olga to call her boss and he was of no assitance at all. I made the reservation for June 24, 2023 online and the website asked me if I wanted to pay online and I said yes. The website asked me for all of my credit card information so I thought I had paid for my room online. I printed what I thought was my receipt and when my husband went to check in, Olga told him that we had not paid for the room. Olga and I exchanged words. I detected an accent so I asked Olga where she was from and she called me a RACIST. I was shocked that she said that because I have traveled all over the world in the military and met a lot of foreign people and loved all my interactions with them. Olga also told me that if I didnt like the way she ran the hotel, I could go somewhere else and stay. My husband and I have been coming to this same red roof inn for many years and I will have to say that I have never experienced the rudeness from anyone that works at the front desk at his red roof or any other red roof inn, let alone the manager. Olga will always be pernicious to your business. She is the rudest person that I have ever met in all my 65 years of life. Something really needs to be done about how Olga treats customers that walk into your business. We stayed at this same Red Roof Inn on June 17, 2023, as well. There was a promotion that Red Roof was running, if you purchase two nights during the end of June of 2023, you will receive a free night. I asked Olga about this and her direct response was "I don't know, I don't have anything to do this Red Roof Promotions." This is how rude she is.

  Business Response

  Date: 07/19/2023

  On July 12th, the Red Roof Guest Relations team reached out to Ms. ***** by phone to inquire about her experience. The team did receive a call back on 7/17, but when we attempted to get more details, Ms. ***** got upset and wouldn't let us file a formal case. The call was transferred to a supervisor, but no additional notes were provided. Following up on this but we are still willing to help if she provided details though our Guest Relations department.

  Thanks,

  ***********
  Manager of Guest Relations
  Red Roof Inn

  Customer Answer

  Date: 07/21/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20277357
  
  
  
  I am rejecting this response because: 

  I was told by a representative in ***********'s office that even if i did continue on with my complaint that it would be left up to the owner or manager at this Red Roof Inn to handle.  This manager or owner at this location is not going to handle this complaint because i spoke to him before i left his hotel and he thinks this lady Olga walks on water.  She is the most rudest and disrespectful person that I have ever met in a hospitality environment.  I was expecting to file my complaint with BBB and let the results be posted on their website.  I am not sure why I need to call this 800 number to further post my complaint.  Can someone please explain this to me.  A complaint is a complaint and you should not have to contact multiple to post multiple complaints, one should suffice.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  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.

  In the late hours of June 18th and the early hours of June 19, 2023, my family and I checked into the Red Roof Inn located at **** ************* *** *********** ** *****. We paid just over $90 for the room. After going into our room, we noticed a very strong odor of feline feces and urine in our room. We notified the front desk and she arrived to spray the room with air freshener. We were not offered another room. We had already checked for other rooms and none were available. We tried to rest and the smell persisted throughout the next five hours. We could not use the appliances as there was cat hair in the microwave and covering the outside of the refrigerator. The bathroom was so nasty that we didn't shower and didn't use the sink. We brushed our teeth in the parking lot with bottled water that we had in our vehicle. The bed linens were nasty and the box spring was full of holes. I contacted the morning manager about my issues and was told that every complaint that I had was invalid. There is no way that this hotel meets the health and safety regulations of the state of Ohio. As I'm not from there, I don't know what the state requires.

  Business Response

  Date: 07/19/2023

  From ***** *****, the manager of the location:
  
  In
  this case at checkout the guest was supposed to get a refund of about $40 for
  his inconveniences but when the front desk agent went to refund $39.99, he
  charged the card again mistakenly for $39.99 so, to correct the mistake and to
  still give the guest his $40 refund. A refund of $79.99 was posted. So,
  offsetting the refund only $50.59 was charged to the guest for that night.
  
  if there are any additional questions regarding the agreed compensation, please follow up with the location directly - ###-###-#### or ******************
  
  Thanks,

  ***********
  Manager of Guest Relations
  Red Roof Inn

  Customer Answer

  Date: 07/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20264315
  
  
  
  I am rejecting this response because: 

  It had previously been stated by the business that I would recieve a full refund. 

  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:06/30/2023

  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.

  **** is a foundation for the lbgtq community and is the place that set us up with the Red Roof Inn Flamingo here in Tucson AZ. The reason for our stay is because my husband and I had a major safety hazard to our well being and lives due to domestic violence, threats, and harrassment both physical and verbal. So we are placed here until we find better living conditions for us. So to say we wanted to be here in the first place would be the furthest from the truth, in fact we feel down right vulnerable amd wary of anywhere and anybody. WE are constantly in fear because of what we had to endure.
  So first night we stayed my husband killed approximately a half dozen roaches that had scurried across the floor during the night and what he found in the drawers.. The next morning he told me about it and we agreed it should definately be adressed so we can change rooms The first response from the front desk clerk was do you have proof? My husband did and showed her the pictures which then she replied we cant change your room but would het a deep clean service to us. When he told me that I was floored so when i went down to inquire about the same thing i asked well where would uyou like us to put our things while this service is happening...outside??? She then, out of options, responded that we were not allowed to change rooms because **** is only allowed to have certain rooms. WHAT WAIT WHAT hold on, now its 110 degrees here on average but u left with my jaw open are they not allowinfg us to change rooms because of who represents us and what we are?? Because thats absurd and my husband and i dont have HIV, Not the point long story short my husband found a can of raid from a worker to borrow and he did his own bug gone solution....to which they had a chemical guy come afterwards but why would i allot someone to spray chemicals after we just did the job and i have a little dog and we sat outside with our things for an hour in the heat. Killing roaches every night since...o

  Business Response

  Date: 07/10/2023

  Sean Corlew,

  Thank you for reaching out to us regarding the Red Roof Inn in Tucson. We did review the situation when the Guest Relations team was contacted. While we do empathize with the situation, we do feel that you would need to work with **** and the location directly. We appreciate your comments and hope you are able to resolve the situation directly with them.

  Thanks,

  ***********
  Manager of Guest Relations
  Red Roof Inn

   

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair 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.

  My husband and I made a reservation at a Red Roof Inn for our 30th anniversary. We brought our little dog and my service animal. At the desk the female receptionist said that if we could not provide proof of papers that my service animal was “registered” we would be charged $25 a night. Service animal “registration” is not required nor recognized through the ADA. Yes, you can get your service animal “registered” through sham companies that provide a registration card through THEIR company (Not the ADA). It is not proof that your animal is a service animal. It is just an official looking card that is a disservice to those with legitimate service animals. It proves nothing legal and is in no way a legal requirement of any kind. BUT it is ILLEGAL for a hotel or any public establishment to require this from someone with a service animal. The official ADA.gov (ada dot gov) website states: “When it is not obvious what service an animal provides, only limited inquiries are allowed. Staff may ask two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person’s disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task.” Because of this very distressing situation, being put next door to a guest that had a barking dog, the very LOUD slamming of guest room doors during the night, and other issues, we slept very little. And the finishing touch was the continental breakfast that was advertised, but did not exist. And the two thick black hairs stuck to the pillows. Unforgettable. I called the Corporate office at *** *** **** and left a detailed message with the information above on June 21st (today is June 27) stating my phone number twice, and they have elected to ignore my call regarding the service animal issue.

  Business Response

  Date: 07/14/2023

  Mrs. ********,

  Thank you for reaching out to us regarding your stay at the Red Roof Inn Monterey location. We do apologize for the inconvenience you had while staying at our location. We did follow up with the location to ensure that they understood the ADA requirements when it comes to Service Animals and the other concerns that you mentioned. Coaching with the staff has been conducted and we assure you as a brand, we are committed to being in compliance with the ADA. In regard to the other concerns, a continental breakfast is not something that is advertised for this location. We reviewed Redroof.com and Expedia.com (the booking source) and don't see this as an amenity of the location. While some locations do, this particular location does not.

  We also wanted to apologize as well for the issues with the noise and cleanliness issues. If they had been advised of the issues at the time of the stay, they would have assisted with the issues as we want to ensure that your stay with us is as comfortable as possible. That is not the average experience with us and we do apologize.

  We appreciate you letting us know of your experience and do hope that you give us an opportunity in the future.

  Thanks,

  ***********
  Manager of Guest Relations
  Red Roof Inn

  Customer Answer

  Date: 07/24/2023

  I appreciate your efforts at this one location, but I believe more than just coaching this location should be addressed.  A reminder to ALL locations would be a better outcome.  This is a business that allows dogs to stay at the hotel on a regular basis, so the staff should have been fully educated on the legality of requiring documentation to prove an animal is a service animal.  I am disabled and was DISCRIMINATED against, and I feel this is being side stepped.  This is the first location we went to and there was a problem with my having a service animal.  There wasn’t proper training, or the MANAGER wouldn’t have required it in the first place and actually trained the employees to require it at the desk.  It was an embarrassment for my husband and I.  So if it so easily happened at THIS location, what about the OTHER locations?  No email, or memo with a reminder?  It caused stress, and began the chain of events at your hotel that ruined our 30th wedding anniversary celebration because we were physically and emotionally exhausted due to the situation and other situations at your hotel.

  We had requested a quiet room, and were ensured that there was no one on either side, later that changed with the barking dog put in the next room. And the very loud slamming doors throughout the night that continued to wake us and our service animal…what would you do about those?  This whole situation has been side stepped by you.  We had very little sleep at our stay because of the situations and it affected our celebration.  There was none.  Also, the breakfast WAS advertised by you through Lifeworks.  That is where we booked.

  Business Response

  Date: 07/25/2023

  Thank you for your additional comments. Our company is in compliance with the ADA as this one misunderstanding is not indicative of the experience of all locations. We regularly ensure both new and current locations are kept abreast of ADA requirements. In regard to what was advertised at LifeWorks.com, you will have to review what is advertised with them as we don't own or manage any 3rd party websites. It is the responsibility of the 3rd party site to update the information on their sites. If you have any additional questions, please feel free to reach out to the location directly. 

  Thanks,
  

  ***********
  Manager of Guest Relations
  Red Roof Inn

  Customer Answer

  Date: 07/27/2023

  There are still concerns you have not addressed, and I will take those concerns to other websites, since I believe this was the best (though it feels A.I. generated)  response I will receive from you.  I wish you would have contacted me through your corporate number where I left a detailed message as instructed, instead of completely ignoring my concerns.  If you were implementing good business practices, my concerns would not have had to go through this platform.  I would not have continued to go through the frustration and distress your company’s lack of action caused us after the initial issues.
  
  
  

• Initial Complaint

  Date:06/28/2023

  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.

  i book reservations on March 24 2023 for my event on July 9th 2023. I was advised that I could lock the same rate at another date since I have other reservations on file. Call back around May to add on reservation that I made on July 9th to add additional rooms and was told the rate change. I was highly upset that I was told the wrong information and spoke with guest relations. Spoke with supervisor and advised them to pull up the call. They pull the call and made an apology about the incorrect information I received. The provided me with points for a free room and also advise me to call the hotel themselves to see if they can make a correction in price which they did. Call the hotel and they gave me a rate for my event. Called 6/26/2023 to add more additional rooms and spoke with representative name Minall on the phone. She quoted me a price and I indicated I will call back within 2-3 hours, and she stated ok. Called back within the time frame and the prices change again. Was upset that prices change and was not given the correct information again. Request to speak with a supervisor. Spoke with Marina the supervisor. She was very rude. She cut me off in the conversation did not want to hear why I was calling. Advise to pull up the call. She cut me off and stated was there anything else she can help with. I ask her was she purposely cutting me off, she stated yes then place me on hold and return to the phone around 1 minute later. Then she again asks was there anything else she can assist with, then hung up the phone. This behavior is appalling and disrespectful to red roof brand. I want them to make this right and provided me with the service I deserve with better outcomes. If this is not resolved by before my event. I want the bbb to paste this information on their website and I will provide this information on social media pages as well.