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.

  111 E Nationwide Blvd Columbus, OH 43215-2500

• 

  Red Roof Inns, Inc.

  4055 Jackpot Rd Grove City, OH 43123-9739

• 

  Red Roof Inns, Inc.

  1221 E Dublin Granville Rd Columbus, OH 43229-3301

• 

  Red Roof Inns, Inc.

  605 S Front St Ste 150 Columbus, OH 43215-5809

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:06/22/2023

  Type:Product 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.

  1. I booked the Binghamton, NY hotel at around 3:00 PM the same day as my arrival.
  2. I arrived at around 11:30 PM-12:00AM and entered my room.
  3. Upon entering, I found the room dirty. There was trash in the trash cans, the bathroom sink had soap and toothpaste scum, there was a “mysterious” rag under the bed sheets, a towel on the bathroom floor (not sure if this was standard), grease on the headboard, and a hanger and grains of rice on the living room furniture.
  4. I approached the front desk and asked for a room change. I was told there were no other rooms available.
  5. She asked to come see my room. I obliged.
  6. She observed the dirty state and told me it was probably dirty because I had booked the room after the normal cleaning was done earlier that day (since I booked same-day). This implied that they did a hasty, bare-minimum tidy. This is unprofessional, unsafe (unclean), and borderline fraudulent.
  7. She offered to replace my bed sheets, towels, and remove the trash. I told her the trash cans were fine, but I needed fresh bed sheets. There was a used rag literally underneath the sheets - and considering the state of the room elsewhere…
  8. I accepted the new bed sheets, but she could not find me a clean pillow.
  9. So I slept that night on a bath towel!!! Ludicrous.
  
  When I called Hotels.com to lodge the complaint, they called the hotel and the hotel denied my claim for a refund, saying that I stayed the night. I believe this is unethical. It was 12:00 AM. It’s not reasonable to expect me to find another hotel. I had to take what I had. And that says nothing for the ludicrous, unethical practices.
  
  This goes beyond impoliteness. This was essentially fraudulent (if they offered the same-day room, knowing it wasn't clean).
  
  About one of the photos: The photo with the rag is a recreation I made in the room with another rag, since the person at the front desk removed the used rag before I took a photo.

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We asked for a non-smoking room and expected that it would be clean. Our room, 407, was located on the fourth floor. There was a cloud of marijuana smoke in the hallway and throughout the hotel. The hotel staff seemed disinterested in getting control of the situation or more likely, fearful of approaching the many guests who were violating the rules. The rooms were extremely dirty and did not resemble the pictures on their website in any way. The management staff refuses to discuss the refund that we are entitled to. We were forced to find another place to stay and just want the money back that we paid to them.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a reservation at a Red Roof Inn property on June 5th 2023 and arrived to check in on June 17th to find out they cancelled my reservation at 8:59pm that evening to give my room to someone else because they were fully booked. We ended up stuck in a not very nice area of town with out a vehicle since we were dropped off from the airport and had no-one where stay. I booked the room with my credit card. I called RED ROOF Guest Relations, opened a case with them on this, and within an hour got a form email back closing my case and saying they regret the situation was not resolved. Red Roof Inn does not care about its guest, or guarantees a reservation or care about a guests safety since they left us hanging out to dry. We finally found a room MILES away in another city and 3 times the cost but it was the only room we could find that night. Red Roof Inn owes me compensation for $300

• Initial Complaint

  Date:06/19/2023

  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.

  I stayed at Red Roof Inn on 2625 Zelda Rd Montgomery Alabama this was the worst experience I’ve ever had at any RR inn. 1st room had to keep going back because key wouldn’t work,
  curtains was falling off of the rods, bugs, Walls were filthy. bedding was filthy smelled like weed. To top that the clerk kept telling me this was thesx only room he had on 1floor while giving someone one without a reservation a 1st floor room. After several more complaints he finally found another room 2 doors down which was available all the time. 2nd room, had maybe an inch & 1/2 toilet paper on the roll no extra roll. It was bugs in the room & the walls were awful. I asked 3 times for an iron & a bucket for ice never received either. Had to go out & but an iron & something to put ice in. I have been a loyal member for a long time & I have stayed in several RRInn but this was the worse. I don’t think any place could get any worse

  Business Response

  Date: 06/27/2023

  Ms. *******,

  We apologize for the inconvenience that you had while staying the Montgomery Red Roof Inn. We have reached out to the location giving them your concerns and we appreciate you letting us know. The Guest Relations team e-mailed you on 6/23 asking if you would like the offer of 4,250 points added to your account as a goodwill gesture. If you could call ###-###-#### or e-mail [email protected], we'd be more than happy to get those points added to your account.

  Thanks,

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

  Customer Answer

  Date: 06/27/2023

  They only offer points to cover 1 nights stay when the problem was with both nights along with having to spend additional money to purchase something to put ice in & an iron because they were supposed to be in the room & I asked several times for them & never received either.
  

  Business Response

  Date: 06/29/2023

  Ms. *******,

  What is being offered is all we can do. If you feel that you should receive additional compensation, you do have the option to pursue this directly with the location. We are sorry for the experience you had and hope that you are willing to accept the offer given.

  Thanks,

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

  Customer Answer

  Date: 06/29/2023

  I accept the business's response to resolve this complaint. However, I’m still not satisfied but there offer is better than getting nothing 
  

• Initial Complaint

  Date:06/07/2023

  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.

  The hotel is a drug/vagrant hotel that needs to be shut down. The website is a complete lie and the company is not willing to do anything to help. We didn't stay in the room and had to get another. But the lobby closes so there was no one to talk to or any other number. We complained about the first room and had to argue with the staff and the second room was no better

  Business Response

  Date: 06/13/2023

  Ms. ****,

  Thank you for taking time to let us know your experience at the HomeTowne Studios Livonia. Your case was reviewed by the upper-management team and while we do appreciate the additional comments, we feel compensations is not warranted in this instance. The photos provided were from the first room in which we moved you to a second room. The second room was checked by management and accepted by the registered guests as no further issues were reported. While in the evening there is no one at the front desk, there is a courtesy phone that can be used and a staff member is on duty if needing assistance. There were no calls placed.We do apologize for the experience you had.

  Thanks,

  ***********
  Guest Relations Manager
  HomeTowne Studios

   

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a reservation through parkandfly with the Red Roof Inn at Houston airport for May 18th and to return for our car May 26. When we made the reservation it stated there was a shuttle every hour and on demand. When we checked into the hotel I asked how to schedule the am shuttle and was told to come to the front desk 30 minutes prior to when we wanted to depart. We came to the front desk at 0730 to be able to leave by 0800. We were told there wasn't a shuttle until 0900. When I explained that that was not what we were told the previous evening and also that is not what the reservation stated I was told there was nothing that could be done. We either called and payed for a cab ourselves or waited until 0900. I explained we would miss our flight. i asked to speak with the manager and was told he wasn't there. The shuttle driver was standing there and I asked him why he couldn't take us. He finally agreed to take us and when he dropped us off I asked him how were we to get back. He said the shuttle only ran at 1900 but our flight landed at 1730. He said we would have to wait for the shuttle. I again said this was not acceptable and not what we paid for. He said he would see what he could do and to call when we returned. We returned on the 26th. By the time we got our bags and through customs it was 1830. I called the hotel and was told there wouldn't be a shuttle until 2000. I again said that is not what the driver had told me when we were dropped off. I was again told we would have to find a cab and pay for it. So we did and it cost $40. When we arrived at the car I once again asked to speak with the manager and again he was not available. I then requested the number to call to resolve this problem. I called the first working day and the number was to the booking agency who said they couldn't help me since we had paid the hotel directly when we checked in. I am now filing with you because I have been unable to get anywhere otherwise.

• Initial Complaint

  Date:05/16/2023

  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.

  We stayed at the Red Roof Inn ****** ***** ****** on May 12, 2023. Minor complaints would be a non-working refrigerator, an A/C unit that sounded like a jet taking off, plumbing that sounded like a demon was coming out of the toilet, scratchy rough sheets, hard uncomfortable bed, paper thin walls. Even though we were at the end of the hall I could hear the ding of the elevator every time it was used. And barking dogs all night. The purpose of or trip was to pick-up a cat from a rescue in ******. Due to a family emergency back home **** ******** we cut or stay short, and checked on May 13, 2023. In our haste to get packed up we accidently left our cat carrier behind. We didn't realize this until we arrived at the rescue. I immediately tried to contact the hotel. However they never answer their phone. Every time I called the call was forwarded to the main reservations line. After multiple attempts to contact the hotel I was given an email address for them. On Sunday I emailed them and asked about the carrier and asked if they could ship it to me and apply the deposit I had to give towards the cost to ship. On Tuesday after no response to my email I tried calling again. Once again they never answered the phone and calls rolled over to the reservations line. The young man I spoke was extremely helpful and got his supervisor involved. Later that morning I had a voicemail from the hotel letting me know they had been contacted by a general manager and yes they had our cat carrier and would gladly send it to me at my cost I finally made contact with hotel personal and they are going to send me the carrier, But why did it take a general manager getting involved to make this happen. The hotel had my name, address, email address and phone number on the reservation. Why did it take four days to make this happen. An honest reputable hotel would have reached out to me. If the general manager hadn't gotten involved I doubt I would be getting my carrier back.

  Business Response

  Date: 06/02/2023

  Ms. ********,
  
  I am writing this letter to express my sincere apologies for the inconveniences and frustrations you experienced during your stay with us on May 12, 2023. It is with deep regret that we fell short of meeting your expectations, and I understand your disappointment with the various issues you encountered in your room.

  Please accept my apologies for the non-working refrigerator, the loud A/C unit, plumbing noises, scratchy sheets, uncomfortable bed, paper-thin walls, elevator noise, and barking dogs disturbing your rest. These are certainly not the standards we strive to uphold, and I understand the negative impact they had on your overall experience. Your feedback highlights areas where we need to improve, and I assure you that we will take your comments seriously to rectify these issues.

  I would also like to extend my sincere apologies for the inconvenience you faced when attempting to contact our hotel staff. I I understand your frustration in not receiving a prompt response to your email inquiry as well. We failed to provide the level of customer service we aim for, and for that, I am truly sorry.
  

  In regards to the cat house, it does appear that it was shipped with UPS tracking information provided. Please reach out to the location if you need this tracking information.

  Please be assured that we have addressed these shortcomings with our staff and have implemented additional training to ensure that such situations do not recur in the future. We value your feedback as an opportunity for growth, and we are committed to providing a higher level of service and attention to detail moving forward.

  Once again, I apologize for the negative experiences you encountered during your stay. I hope you can find it in your heart to grant us another chance to regain your trust and deliver the quality experience you rightfully expect and deserve.

  Thank you for bringing these issues to our attention, and we appreciate your patience and understanding. We wish you the best in all your future endeavors and hope to have an opportunity to make amends.
  

  Sincerely,
  

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

  Customer Answer

  Date: 06/03/2023

  [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:05/13/2023

  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.

  May 5, 2023 to May 7, 2023
  There were health code violations at the red roof inn in Lompoc California
  We were a party of 7, we reserved 3 rooms.
  In my room, ****** and ******* ******, the sink had hairs in it, there were rust stains in the sink, the shower curtain was dirty, they only gave us one roll of toilet paper, one of the drawers did not close, there was a coffee pot but no coffee, the door to our room was stuck, In the lobby bathroom there was no toilet paper holder. In another couples room there were no towels and no shower curtain in the third room there was paint stain on chair and water marks on ceiling. I would like our money back. It was the worst hotel I ever stayed in I heard from friends that all these hotels are terrible

  Business Response

  Date: 05/25/2023

  Dear Ms. ******,
  
  Thank you for bringing your concerns regarding your stay at the Red Roof Inn in Lompoc, California to our attention. We apologize for any inconvenience you experienced during your visit, and we take your feedback seriously.
  
  Speaking with the location, they mentioned that they were unaware of any issues with your rooms. It is our standard procedure to address and rectify any concerns brought to our attention promptly. Had the hotel been made aware of the problems you encountered, they would have made every effort to resolve them during your stay.  It would have been more appropriate to contact the front desk or management immediately upon discovering any problems, so they could have taken the necessary steps to address your concerns or potentially offer you an alternative room.
  
  Nevertheless, the hotel understands your dissatisfaction and, in an effort to resolve the situation, offered a refund for one night of your stay. However, it seems that you declined this offer. We are sorry to hear that your experience at our hotel fell short of your expectations, and we sincerely apologize for any inconvenience caused. Our goal is to provide our guests with comfortable accommodations and excellent service. We appreciate your feedback and will use it to improve our services and address any underlying issues. Please feel free to reach out to the location if you have any additional questions. We value your business and hope to have the opportunity to serve you better in the future.
  
  Best regards,
  
  ***********
  Guest Relations Manager
  Red Roof Inn

  Customer Answer

  Date: 05/26/2023

  [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:05/10/2023

  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.

  I booked a room on 5/10/23 at the redroof plus in Nashville TN.
  Upon arrival the room was unbearable. The stench of smoke and mildew was so strong our eyes were watering.
  15 minutes later we checked out. The manager refused a refund. Stating we could get another room but they were all like that.
  I understand things happen. But why in the world would we not be refunded under this scenario? These are horrible business practices.

  Business Response

  Date: 05/17/2023

  Mr. Tanner,

  Thank you for reaching out to us regarding the Red Roof Inn in Nashville, TN. We did follow up with the location who indicated that when the issue was addressed after an hour of being checked in, a new room was offered. This offer was declined and when the room was inspected, it was shown to be used used. We do apologize for the experience you had and appreciate you letting us know of the issues. We hope that you try us again in the future.

  Thanks,

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

  Customer Answer

  Date: 05/17/2023

  we literally checked out 15 minutes after we arrived.
  

• Initial Complaint

  Date:05/09/2023

  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.

  Hello I stayed at the Red Roof Inn on Wolf Road in Albany on 5/6/23 and the experience was horrible to say the least. The smell was horrible (smelled like cigarettes and sewer) the shower wouldn’t stay hot couldnt take a shower after being outside for the day. The sheets had burns in them ( I have pictures) . Then just when I thought that was the end of my problems I saw bugs in the room. Literally couldn’t sleep in the bed had to cover the bed with a sheet I purchased from ******* then immediately threw away the sheet. I wouldn’t want anyone else to go through what I went through.

  Business Response

  Date: 05/30/2023

  Dear **** ******,

  Thank you for taking the time to tell us about your experience at the Red Roof Inn Ames. We understand that you are trying to reach out to the hotel regarding the necklace that you left during your stay. Regarding this incident will certainly bring this to the property’s attention in an effort to address your concern, and we encourage you to contact us and ask to speak to the general manager so that we can look into this for you. We appreciate your business and truly value your feedback. Thank you for sharing your concerns and we look forward to hearing back from you soon.

  **** ***** ****** ***** **
  Red Roof Management
  Guest Relationship Specialist
  [email protected]