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Business Profile

Hotels

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

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Red Roof Inns, Inc. has 499 locations, listed below.

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    Customer Complaints Summary

    • 486 total complaints in the last 3 years.
    • 143 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/07/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i was at red roof hotel , my confirmation number is : ********** , they tooke money from my card (200 $) they said for smoking in the roome, even i don t smoke at all , i told them to check the roome , they refused , they said they received a sensor alarm, i left the roome clean,

      Business Response

      Date: 05/15/2023

      ***** *********

      Thank you for reaching out to us regarding your stay. We apologize for the inconvenience, however, you will need to continue to work with the location regarding the fee that was assessed for smoking in the room. We are not able to reverse this fee as as the management team at the property level determines if this fee is assessed. We do hope that you are able to work this out with the location.

      Thanks,

      ***********

      Manager of Guest Relations

      Red Roof Inn

    • Initial Complaint

      Date:05/07/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently enjoyed a stay at the establishment located in Georgetown, Indiana. As always, most everything was more than satisfactory. The rooms were kept clean, pests were not an issue, the staff (especially the cleaning staff) was helpful, and the building was kept up-to-date. Even with all of the positive aspects listed above, I left the hotel in a rather unsettled state.
      My traveling companion (he booked and paid for the stay) decided to take a shower before checking out. Being in a wheelchair, he appreciated the accessible amenities in the hotel. After finishing up in the shower, he suffered a fall and injured his wrist. The fabric shower curtain was four inches too short, which made for an extremely dangerous transfer from the shower seat to his wheelchair. Water had escaped the shower making for treacherous conditions. This is unacceptable!
      Hotel staff was notified, and we were told management would be informed promptly. I believe all hotel patrons should be kept safe at all times regardless of their abilities.
      My request to your management team is to rectify this situation. This incident should have never happened, and through your immediate action, it will not reoccur. Thank you in advance for making safety improvements to keep your patrons safe

      Business Response

      Date: 05/19/2023

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

      Thank you for taking the time to share your feedback about your recent stay at our establishment in Georgetown, Indiana. We are pleased to hear that most aspects of your experience were satisfactory, including the cleanliness of the rooms, the helpfulness of our staff, and the overall maintenance of the building. We appreciate your kind words.

      However, we deeply apologize for the unfortunate incident your traveling companion experienced in the shower. We understand how important accessible amenities are for individuals with mobility challenges, and it is distressing to learn that the shower curtain's length posed a safety hazard during the transfer from the shower seat to the wheelchair. We take this matter very seriously as the safety and well-being of our guests are our top priorities.

      Rest assured that we have already informed our management team about the incident, and they are actively addressing the situation. We understand your concern and agree that all hotel patrons should be kept safe, regardless of their abilities. Immediate action will be taken to rectify this issue and prevent any recurrence. Our team will thoroughly assess and make necessary safety improvements to ensure that all guests can enjoy a secure and comfortable stay. We sent communications from the property level and through the Guest Relations department as well. If you have any additional questions, please contact the location directly as they should be able to assist further.

      Once again, we apologize for any distress caused by this incident, and we appreciate your understanding. We value your feedback as it helps us improve our services and facilities. If there is anything else we can do to assist you or if you have any further concerns, please do not hesitate to reach out to us directly. We are committed to providing an exceptional experience for all our guests.

      Thank you for bringing this matter to our attention, and we appreciate your patience and cooperation.

      Thanks,

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

      Customer Answer

      Date: 05/19/2023

      It is only a bunch of empty words.....I want to see action in this matter. My traveling companion could have been severely hurt! His wrist was injured and was sore and bruised for a good while. I am only thankful that more injuries were not sustained. I do not wish to cause trouble, but I am sure this will not be the first nor the last time someone slips in that particular establishment.

       

      Business Response

      Date: 05/22/2023

      Ms. *****,

      Thank you for your additional comments regarding your stay. We understand your concerns and need to follow up on this, however, that would have to be done with the location directly. Given the specific set of incidents that you addressed, this would have to be done directly with the management team at the property level. Again, thank you for letting us know your concerns and hope you are able to get this matter resolved.

      Thanks,

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

      Customer Answer

      Date: 05/22/2023

      Before I contacted the BBB about this matter, I did contact the local Red Roof Inn to inform them of the incident. As expected, they refused to take fault in their practices and more or less brushed the situation under the rug. Being disabled in this world is plenty difficult without having to add to it the worry of injury during a hotel stay. After reviewing the ADA Standards For Accessible Design, I found that the bathroom (mainly the shower facility) is in fact, not compliant. Throughout my life, I have always heard the customer was always right. In today's business world, however, this does not ring true. 

    • Initial Complaint

      Date:05/05/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Checked in to the Red Roof Inn Hometowne Suites - Lakewood West on May 3, 2023. The room was FILTHY and smelled like smoke. Parking was difficult. TV was not working. Staff was rude. I asked for a room change and was refused. I asked for a refund and was refused. I checked out within 30 minutes, never slept in the bed, but they kept my security deposit. Left some items in the room but when I looked for their phone number it took me to the corporate site that said they could not help. This place is so bad it should be torn down. Looking for the return of my security deposit and items I left in the room. There have been so many complaints against this location it's a wonder they're still in business.

      Business Response

      Date: 05/18/2023

      Mr. ******,

      Thank you for reaching out to us regarding the HomeTowne Suites by Red Roof. We attempted to reach you by phone through our Guest Relations department. We would like to further discuss this with you and file a formal case. Please call ###-###-#### or e-mail us at *******@redroof.com and reference Record ID ******** and we'll see about getting an official case created. We hope to hear from you soon.

      Thanks,

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

    • Initial Complaint

      Date:05/03/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I’m The day of April 26, 2023, one of my co-workers reserved 8 days at this hotel in Lubbock Texas . I am a foreman for a construction company . We decided stay there once again seeing that that motel is in rough shape . Unfortunately the last last day of my check out I noticed that some of my personal items were missing. I went down to the front desk to make them aware of there situation. But all I got was denial and no resolution to this matter. In the days leading to this incident , I noticed that my suitcases were opened. Which was odd just cause I do not leave them open there is another person I share rooms with. Therefore I always keep my suitcases closed. The employees do not look to trusting and the breakfast areas are filled with homeless people picking at the food. So someone has been going thru our stuff when we were at work trying to make a living. All along my things are being stolen. Please help me with this situation I would hate for this to happen to someone else . Thank you and appreciate you time in this matter.

      The room was reserved under : A***** **** room 172

      We were move 3 times during a 8 day stay.

    • Initial Complaint

      Date:04/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Red Roof Inn JFK (Houston)
      I stayed in the room and was woken up by a roach on my chest.
      I took pictures of the state of the room and the shuttle that they are using which is putting people in danger.
      I reached out and I am never able to speak to a manager, there is never a manager on sight. This place is scamming people and charging them outrages prices.
      I have asked for resolution and there has been none. I have reached out to Corp and they just say that you have to talk and send the complaints to the location which helps no one as they are trained to deflect.

    • Initial Complaint

      Date:04/25/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 recently booked two (2) nights at the Niagara Falls location for my family because my mom has a dog. The staff was friendly but the hotel is filthy. It’s family run and they gave no discount. As mentioned my mom had a dog and it was too late to rebook. Even with the switched rooms the second night, the sink did not drain water at all. The first night, the door had a broken lock bar, stained sheets and broken bath tub so my mom could not take a bath.

      The family, who as ****** *****, and spoke in their language talking about my complaint. Please visit this location. They even have broken vending machines and not characteristic of Red Roof Inn’s.

      Business Response

      Date: 05/04/2023

      Ms. *****,

      Thank you for reaching out to us regarding the Niagara Fall Red Roof Inn location. We apologize for the experience that you had and have followed up with the location regarding your stay. You're comments have been documented and will be used to help better the experiences for our customers. As a good-will gesture, we would like to offer 4000 points to your RediRewards account in hopes that you would give us a chance in the future. Just let us know and we'll take care of it as soon as possible.

      Thanks,

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

      Customer Answer

      Date: 05/04/2023

      I accept the business's response to resolve this complaint.  Please look into this franchise, it’s not good. And, it has nothing to do with it being in Niagara Falls, NY. It needs clean sheets, air freshener, repaired doors, repaired ice machines and vending machines. The family is also the maintenance and maid service- it’s awful. Please do something about it because they should have a full time professional cleaning staff.

    • Initial Complaint

      Date:04/12/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There are cockroaches all of my room!
      I have a 2 year old with me!
      I was placed at your hotel though social services!
      This is absolutely disgusting!

      Business Response

      Date: 04/14/2023

      Ms. *******,

      Thank you for reaching out to us regarding your experience at our Red Roof location. We apologize for the experience you had. We reached out to you on 4/12/23 by phone and left a message for you to contact us. We'd like some more information about your stay as we want this to be properly addressed. If you could call us at ###-###-#### or reach us at [email protected], we will do our best to further assist.

      Thanks,

      ***********

      Manager of Guest Relations

      Red Roof Inn

    • Initial Complaint

      Date:04/09/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Upon arrival to the Red Roof Inn Ohio State Fair- 1221 E Dublin Grandville Rd Columbus Ohio we were treated with such disrespect. Two rooms had been reserved with a AAA rate. After paying for the initial room then being told that I had to complete 2nd check in for the other room the gentleman took my ID for over 20 minutes during check in, when asked to return it I was told their were printer issues ect nothing related to why you kept my ID for that duration. After then having to change the 2nd room because we wanted our entire party to be close, I asked for a refund for difference in cost of the king room to a double and was refused this refund.
      After entering the rooms they were poorly kept with only one set of towels. We found stains on sheets, incorrectly plugged in AC units that wouldn’t meet building codes, and hair and other personal care items that had not been cleaned after the prior guest. Upon returning from dinner I stopped at front desk to request an additional set of towels and was refused these towels unless I shared my ID again. None of this makes sense I shouldn’t have to provide ID for towels that I am requesting. The entire encounter with guest relations on Saturday April 8th was disrespectful and degrading to a paying customer.
      While checking out on Sunday I requested a receipt for the rooms and was questioned as to why I needed a hard copy. I am entitled to a hard copy receipt. When I received the hard copy after 10+ minutes of refusal my address was incorrect therefore, I question now more than ever why my ID had been held for so long when the information wasn’t even used.
      I travel frequently and have never been so disrespected in my entire life. I feel that a refund of one room should be given for the way I was treated.

      Business Response

      Date: 04/17/2023

      Hello,

      Thank you for reaching out to us regarding the Red Roof Inn in Columbus. We are sorry to hear that you did not have a good experience with us. We have addressed your concerns with the location and if you are interested in becoming a RediRewards member, we would be happy to add 4000 points to the account as a good-will gesture. If interested, please contact ###-###-#### or *******@redroof.com with your details and we'll see about getting you started.

      Thanks,

      ***********

      Guest Relations Manager

      Red Roof Inn

       

      Customer Answer

      Date: 04/24/2023

      This afternoon I received notice that I didn’t respond and my case was closed.

      On April 13th I received an email and apology in which I responded to from the business and they didn’t reply as of today.
       

      Below you will see the email (see attachment)

      Business Response

      Date: 04/26/2023

      ****,

      Thank you for reaching out to us regarding your stay at the Red Roof Inn. You should have received an e-mail recently explaining what had been offered and your new account was provided to you with the agreed number of points. If you do not see the e-mail from us, please check your Spam or Junk folder as the e-mail received invited you to set up your account on-line. Please call ###-###-#### or e-mail *******@redroof.com if you have any addtional questions. 

      Thanks,

      *********** ******

    • Initial Complaint

      Date:04/02/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CONFIRMATION #*********-RED ROOF INN VIRGINIA BEACH- NORFOLK AIRPORT-5745 NORTHAMPTON BOULEVARD VIRGINIA BEACH, VA. 23455 ON 2/27 I PURCHASED A ROOM FOR $198.36, UPON ARRIVAL I WAS REFUSED TO CHECK IN BECAUSE THEY WERE HAVING ISSUE AND DID NOT RECEIVE MY BOOKING AND I WAS ASKED TO CALL THE NUMBER, I REFUSE TO CALL AND LEFT BECAUSE I'M DEAF. BESIDES, I SHOULD HAVE TO CALL ANYONE. THAT SAME DAY AND TIME, I WENT AND PURCHASED ANOTHER A ROOM AT ANOTHER HOTEL ACROSS THE STREET, WITHIN 5 MINUTES AFTER PURCHASED THE ROOM FOR $239.76, UPON MY ARRIVAL, I WAS CHECK-IN WITH NO ISSUE. I'M STILL CHARGE $198.36 FOR THE ROOM WITHOUT SIGNING ANYTHING OR GOT WHAT I ASKED FOR. THE $198.36 THAT RED ROOF CHARGED ME SHOULD BE REFUNDED TO ME TO COVER THE $239.76 HOTEL BILL FOR THAT DAY OR I'M WILLING TO GO TO COURT TO SHOW THAT I AM IN THE RIGHT AND YOU ARE NOT.

      Business Response

      Date: 04/12/2023

      Mr. ******,

      Thank you for reaching out to us regarding the Virginia Beach Red Roof Inn location. We do apologize for what occurred with your reservation as we did not receive it. According to our records, we did not charge anyone for the reservation through Red Roof. The reservation was booked and paid through ***** which is whom you would have to work with to get the refund you are seeking. ***** should be able to confirm with the locaiton that no charges were assessed. We will attempt to follow up on our end to see if we can assist, however, you may want to communicate with ***** as the charges should be coming from them, nor Red Roof.

      Thanks,

      ***********

      Manager of Guest Relations

      Red Roof Inn

    • Initial Complaint

      Date:03/29/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Well I had paid this morning $200 to stay until Sunday off of my card and then my so-called boyfriend beat the **** out of me threw me out and so I asked for my money back and I didn't even want all of it back I just wanted two days of it back and then the cops were called so I left but I want my money back seen as though I've been thrown out of that room I'm not paying for something that I'm not staying in

      Business Response

      Date: 04/06/2023

      Ms. *****,

      Thank you for reaching out to us regarding the Columbia, MO Red Roof Inn. We apologize for your experience while staying at the location. Due to the set of circumstances presented, we did get the upper management team involved and felt it best that you continue to work this out with the the location as the room was registered to someone else and we cannot provide the resoltuion you are seeking. We do hope this gets sorted out and again, thank you for reaching out to us.

      Thanks,

      ***********

      Manager of Guest Relations

      Red Roof Inn

    Red Roof Inns, Inc. is NOT a BBB Accredited Business.

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