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

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  Red Roof Inns, Inc.

  4530 W Broad St Columbus, OH 43228-1644

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  Red Roof Inns, Inc.

  2449 Brice Rd Reynoldsburg, OH 43068-3455

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  Red Roof Inns, Inc.

  5001 Renner rd Columbus, OH 43228

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  The Mariner Resort Cape Cod by The Red Collection

  573 Route 28 W Yarmouth, MA 02673

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:03/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Red Roof Inn in the Suwanee/Mall of Georgia location (3103 Lawrenceville Suwanee Rd) from October 27-29, 2022, and had a horrible experience where the supplied room smelled of cigarettes (despite being no smoking), bugs everywhere, and an AC that smelled of mold. After initially filing a complaint with guest relations, I received a call in which we agreed to a refund. Despite that call happening sometime in November 2022, I have yet to receive any sort of refund or compensation, despite being nearly April in 2023. Highly disappointed, awful stay, and even worse customer service.

  Business Response

  Date: 03/23/2023

  ****** ****,

  Thank you for reaching out to us regarding your stay the Atlanta, GA Red Roof Inn. We apologize for theWe did reach out to you on November 7th of 2022 offering a free night good for a future stay which was declined. Because the stay was booked and paid through a 3rd party booking source, we were not able to provide any type of refund. This would have to be requested through the 3rd party site. Again, thank you for letting us know about your experience and do hope you try us again in the future.

  Thanks,

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

  Guest Relations Manager

  Red Roof Inn

• Initial Complaint

  Date:03/20/2023

  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.

  Someone stole my Red Roof Inn login password, changed my info and then used 8,000 free points I earned to stay at a RR Inn in Spring TX on Mar 6. I found out about this and immediately called the motel while the fraudsters were still there. The manager said there was nothing he could do and said I should call the police(I did not). I then called corporate customer service. I wanted them to reinstate my 8,000 points fraudulently used. They said they would refer my case to the proper person and I would hear back from them. Two days later, I got a form letter from corporate, apologizing for my stay and hoping I would give them another chance. The reply did not address any of the issues of my case. I called corporate customer service once again, they said they would refer to the appropriate person, and a few days later I got another form letter, apologizing for the problems during my stay,hoping that I would give them another chance and not addressing any of the issues of my case. I now believe that Red Roof Inn corporate customer care is a total fraud that really does nothing. There is no way to actually talk to any one to get the issue resolved, as they just say they will refer it to the appropriate person and I will hear back from them, but only receive form emails that don’t address the problem. A very disgraceful way for a corporation to handle customer service complaints.

  Business Response

  Date: 04/14/2023

  Mr. *********,

  Thank you for reaching out to us regarding your concerns about your RediRewards account. We did reach out to you and as a good-will gesture, added the 8000 points back onto your account. It was also suggested in the communications we sent, to change your password to ensure it cannot get accessed on-line. If you have any questions, please feel free to reach out to us at ###-###-####.

  Thanks,

  ***********

  Manager of Guest Relations

  Red Roof Inn

  Customer Answer

  Date: 04/14/2023

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:03/15/2023

  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’ve been staying there since February 20th due to being illegally evicted from my home.
  - I’ve spent roughly 1500.00
  - date of incident was march 13th and 14th ( $170.00 spent in total for 2 days )
  - red roof plus plus in Poughkeepsie NY room 229
  
  I understand the saying,” you get what you pay for”. I won’t make a big deal about how dirty the rooms were/ bathroom filthy/ needles in the parking lot/ washer and dryer broken ( still takes our money though 3 loads done $14.00 spent. This is part of my complaint.
  
  On Monday night the room next door was fighting / screaming/ banging/ being I keep my head down and mind my business, I just put up with it. We had a bad snow storm so I knew I wasn’t working the next day and I can sleep. On Tuesday morning I let the front desk know what happened. Front desk staff is great. The male is very personable and I feel very comfortable around him. I kinda felt like he knew exactly what I was talking about because it was hard not to hear them. He said not to worry and it’s ok. To me that meant, it won’t happen again because they checked out. The few weeks I’ve stayed there, I’ve personally witnessed police there 4 times. It’s crazy because I’m working12-14 hours a day so statistically, I’m sure cops were there 8. I’m sure the front desk calling the police is not an option.
  
  Tuesday night, banging started at 8 pm. I thought it was coming from down stairs. 11pm, woman screaming on top of her lungs to get out get out get out. Over and over and over / 11pm turns into 1am, screaming. It was so loud that I was certain someone was calling the cops. Slamming doors/ banging on the wall / 5 am I go to front desk and complain again.
  This time he says he will change my room. It’s 5:15 am and check out was 11 am. I’ve spoken to 3 other people that had rooms on the other end of hotel and a floor down that said they heard every word. Why wasn’t anything done? Not even a call to the room? I haven’t slept for 2 days and I’m now at work.

  Business Response

  Date: 03/31/2023

  Mr. *******,

   We attempted to reach out to you back on 3-16-23 and left a voicemail. Could you please reach out to Guest Relations at ###-###-####? We created a temporary case anticipating your call back - Case ID - ********. When you do contact us, we'll need to refile the case to the location but we would still like to review this with you and the location.

  Thanks,

  ***********

  Manaager of Guest Relations

  Red Roof Inn

• Initial Complaint

  Date:03/01/2023

  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.

  Charged 78.66
  Was expected to provide a clean safe room.
  
  I was bitten all night by bed bugs.
  Manager said he checked it was fine and continued to rent the room.

  Business Response

  Date: 03/02/2023

  Ms. *****,

   Thank you for reaching out to us regarding the Chicago - hoffman Estates location. We apologize for the experience that you had as we did have a Guest Relations case made for you and the photos you supplied will be added to the case. The upper-managment team is aware of your concerns. While the location was not able to find pests in the room and the room was rented again without incident, the location did offer a free night at the location as a good-will guesture to try them again in the future. We do hope you utilize this as a means to try us again. 

  Thanks,

  ***********

  Guest Relations Manager

  Red Roof Inn

  Customer Answer

  Date: 03/02/2023

   the room was immediately rented the same Night I called and was not checked by an exterminator the manager “looked and it was fine” … bed bug bites without a severe reaction can take 10-14 days to show up. My stay should be refunded I have visual proof of bed bug bites the hotel has not contacted an exterminator to check for bed bugs. 

• Initial Complaint

  Date:03/01/2023

  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.

  Below is complaint sent to your Hendersonville location, the subject of complaint. They did not respond despite numerous BBB attempts.
  Room: Small and cramped. Not even close to depicted photographs. Lighting was 3 lamps in main area and wall sconce by the door. Only 2 of the 3 lamps worked. Beds were small and very uncomfortable. Two very small pillows per bed only. No extra pillows or linens in room. Room was for "4" people but only had 2 towels. When asking for more, were told only could get 2 more because the room is supposed to only have 4 people, but since we had 5 (our son who was not going to be able to make the trip, was at the last minute able to go.) in one room we could not have any extra. Also were told WE would have to return towels to the desk to get fresh ones. NOTE: All of us were allowed to stay, and there was no mention of needing to get an additional room, which we would have done if needed. Toilet paper was supplied at one roll at a time and we were expected to go ask for more only when we were out. Bathroom door would not completely close. AC only blew hot air, no matter the setting. Room stayed extremely hot. I had to buy fans to keep the room from being hot throughout the day. There was no thought of mentioning the AC based on the terrible attitude we had already encountered. Every evening, when returning from outings for the day, we had to go get new room keys made. It was as if they purposely deactivated the keys while we were out. Before the trip, my wife reached out to the property to confirm that there was indeed a continental breakfast included. She was assured so. Each morning, we found the "breakfast" to include nothing more than a small pre wrapped muffin and coffee. In lieu of refund, I would accept 4 free stays under the following conditions: 4 nights, ANY RedRoof property of my choosing, ANY dates of MY choosing, ANY room of MY choosing. NOTE: In desired settlement, Contact by Business is for a written apology.

  Business Response

  Date: 03/08/2023

  Mr. *******,

  Thank you for reaching out to to us regarding the Hendersonville location. We do apologize for the experience that you had. Your comments have been addressed with the location and the upper-management team.  In reviewing your case in Guest Relations, it appears that we had offered compensation in which still stands if you wish to accept the offer. Just let us know as soon as possible so we can update the records accordingly.

  Thanks,

  ***********

  Guest Relations Manager

  Red Roof Inn

   

• Initial Complaint

  Date:02/23/2023

  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.

  On February 18th. I received an email from the Red Roof Inn Houston Jersey Village. Confirming a reservation at their motel. I called Customer Relations and informed them that I had not made the reservation. They said that someone had used my name and ID number to rent the room. I called the motel and was told a women checked into the room a 12;36 A.M. and had checked out 4;33P.M.. Regular check out time is 11;A.M. An employee of the motel allowed this person to check in without proper identification (My ID) under my name and to stay much longer than allowed. I do believe someone from the motel accessed my information to let this person check in using my ID and Account number. I had collected 8000 points in my account for a free room now RED ROOF won't reimburse me the points. This may sound trivial but it took three years to grow the points and now they have taken them away from me. This is fraud.

  Customer Answer

  Date: 02/28/2023

   This is to inform you that my complaint with Red Roof Company has been resolved. I received a call late yesterday reinstating the 8000 points that they

  
  

   had removed from my account.  They did an internal investigation and found there had been fraud. They did not give me any of the details. Thank you for

  
  

   your help in resolving this issue.

  
  

  Sincerely

  
  ****** ******* 

  Business Response

  Date: 02/28/2023

  Mr. *******,

  Thank you for reaching out to us regarding your RediRewards account. We did look into the matter and found that when a gentleman called in, they had your full account information to book the reservation. The same individual also spoke with the location regarding the stay that same evening. Because of this, we will need to work with you on setting up a new account which we will have a member of our staff reach out to you by end of day tomorrow to set up. We have your contact information from the case that was created through Guest Relations.  You will be hearing from us soon and hope that we can get your account straightned out. 

  Thanks,

  ***********

  Guest Relations Manager

  Red Roof Inn

   

  Customer Answer

  Date: 03/01/2023

   This is to inform you that my complaint with Red Roof Company has been resolved. I received a call late yesterday reinstating the 8000 points that they had removed from my account.  They did an internal investigation and found there had been fraud. They did not give me any of the details. Thank you for your help in resolving this issue.

• Initial Complaint

  Date:02/23/2023

  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.

  Red Roof Inn & Suites Monee
  
  25640 South Friendship Drive Monee Illinois 60449 ,Monee, IL, United States
  Reservation Details:
  1 Room[s], 1 Night[s], 2 Adult[s], 0 Child[ren]
  Check in
  Tuesday, August 16, 2022
  Check out:
  Wednesday, August 17, 2022
  Night[s]:
  1 Night[s]
  Room Type:
  Superior King Non-Smoking
  Lead Guest:
  ********* *******
  Guest Name :
  Room 1 : ********* *******
  Contact #:
  **********
  Email :
  *****************@yahoo.com
  Booking Date :
  Tuesday, August 16, 2022
  BILLING INFORMATION
  Billing Name :
  ********* *******
  Credit Card Information :
  Visa (ending in ****)
  Package Price :
  USD 101.90
  (Including Taxes & Fees)
  Total Charged :
  USD 101.90
  
  The hotel was disgusting and unsafe. Blood on the sheets. I didn't stay I felt unsafe. They were working with me and stop responding.

  Business Response

  Date: 03/02/2023

  Ms. *******,

  Thank you for reaching out to us regarding your stay at the Monee Red Roof Inn. While we do apologize for the inconvenience with the stay and the length of time to get what you were requesting, we did need to ensure we had a verified address. We do see that the Guest Relations team was able to verify the address this week so it will be sent out this coming week. We do hope that you will be able to give us an opportunity in the future, and thank you for choosing Red Roof Inn.

  Thanks,

  ***********

  Guest Relations Manager

  Red Roof Inn

  Customer Answer

  Date: 03/02/2023

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:02/19/2023

  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.

  We were guests at Red Rod on Black Canyon Hwy i Phoenix Az. on 2/17. The entire visit was very negative. Upon arrival we felt very unsafe in the parking lot. When we arrived there was no one in the office. Shortly a very unkept male asked us what we wanted. We told him we had a reservation and his only response was "I need to see both of your ID's. Then he said here is your room keys. I had to ask him what room we were in. With a sour look he said 247 on the second floor.
  We were disappointed in the room as it was at the very end of the hall and I am a disabled veteran and the long walk was not something I was in favor of. The room was very noisy and the TV did not work properly. There was no kleenex and my wife found a attendant in the hall and was given some. There were only two pillows per bed and they were about half the size of a normal pillow and hard as a rock. We had a very uncomfortable night.
  The $194.12 room charge was very high. We do a fair amount of traveling and I don't believe we will ever stay at a Red Roof again.     

  Business Response

  Date: 02/27/2023

  Mr.  ******,

   Thank you for your comments regarding the Phoenix North Red Roof Inn. We did reach out to the location when a case was created through the Guest Relations department. The General Manager, *******, sent an e-mail and indicated that he did attempt to contact you by phone regarding your concerns. We do apoloize for the experience you had as we want our guests to have the best experience when they are staying with us and do hope that you do try us again in the future,

  Thanks,

  ***********

  Guest Relations Manager

  Red Roof Inn

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am currently homeless on January 26. The Salvation Army paid 10 days for me and my two little girls to stay at the red roof inn. There was a day that one of the employees smelled something coming from my room and they called the cops. I was very cooperative compliant. I could even think there was even like a little police report. I invited officers in to walk around check my room, they smelled nothing nor did they see anything and or find anything that that was suspicious and I was able to stay and the cops told them that it wasn't coming for my room fast forward week later my 10 days is up with the Salvation Army paying for my room I wanted to stay there, so I had to check out and check back in I had applied for a credit card and spent my last $1900 on a room for the next eight nights. This was on February 6 that I paid and on February 7 they kicked me out. I open my door as I smelled something in my room and in the hallway I open my door so I can play by the name of. I can't remember her name but I asked her if she could smell that, and she said no and that maybe it was from the chemicals from the housekeeping, and as I am in my doorway and she says no I went outside I take my dog out and smoke a cigarette. I didn't go back in my room for anything went out as I got done with my cigarette she proceeded to walk down the hallway, turn around and said that I had to leave because she knocked on my door, and my little girl answered the door, and I caught a smoke came into her face well , that was a lie I had just gotten out the shower and I had just started a bath full of bubbles so there was steam from the bathroom from my shower and I had ran water and bubbles for my little girls and she had lied and said that there was drug paraphernalia and there was foil everywhere and said I was smoking fentanyl and kicked me out and I am outraged because I am homeless and I literally spent my last $1900 on a room for a week and I came to her for because I was having a problem with the smell. She said no if she didn't smell anything why did she come back to my room after I left to go outside and have a cigarette? Please contact me at ###-###-####. Yeah employee friend me because she smokes crystal meth in her room and that's exactly what I smelled and she apparently was staying in two rooms next to me and she got scared so she had to put it on someone. I came to her with the problem of a smell she didn't smell anything when I asked her about it but all of a sudden as soon as I go outside she can smell something coming from my room. I remind u when I asked her about this I was standing in the doorway of my room cameras will show that I did not walk back in my room but went out to have a smoke and take my dog out. I am homeless I had lost just under 2k dollars. And she called the Salvation Army VIOLATING THE HYYPA LAWS AS SHE CALLED THEM AND TOLD THEM I WAS DOING DRUGS AND THEY CALLED NE AND KICKED ME OFF THERE PROGRAM. Again I remind you this was not a part of the 10 days that Salvation Army paid for my room. I had to check out and check back in on my own under my own name and only me and she went ahead and called them anyway and she had no right to do that.

  Business Response

  Date: 02/15/2023

  Mr. *******,

  Thank you for reaching out to the Red Roof Inn concerning your recent stay Phoenix, Arizona location. A case was filed to our Guest Relations department and reviewed by the upper-managment team. As we had recently communicated and do empathize with the situation, you will need to work with the location directly. Based on the set of circumstances listed by you and the location, it would be necessary to work with them directly as we would not be able to provide any type of resolution.

  Thanks,

  ***********

  Guest Relations Manager

  Red Roof Inn

   

  Customer Answer

  Date: 02/17/2023

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:02/14/2023

  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 stayed at the Red Roof plus in Westbury New York from 2/12/23 til present ( will check out 2/16/23. The first room they gave us at check in in on 2/12/23 at 5:30pm had cobwebs in one particular corner of the ceiling and the bed was weak, sqeeky and had lumps in the mattress wherever you sat.. We complained at the front desk and the reception staff offered no apology and just slammed the new room key down. They seemed to give us an upgraded room after that. This facility offers freshly brewed coffee in the mornings and we both drank their dark roast coffee the next morning. The second morning of our stay 2/14/23…we decided to have tea. I also poured some Coffee out. The hot water in the pot was brown. We brought this to the attention of the staff and they spoke amongst themselves in Spanish but never offered an apology. Due to the brown water I saw in the hot water pot.. I immediately threw my coffee out not knowing if the water they used was also brown. How disgusting is that!!! I will use my own water that I brought to make my coffee/tea for the rest of my stay there. I can’t wait to leave.I am so disappointed that the services at this facility has deteriorated so much. I came here approximately 10 years ago and had such a positive experience that when I returned to New York I wanted a similar experience. Sorry to say… I will not be booking Red Roof ever again!!!

  Customer Answer

  Date: 02/22/2023

  We were offered another room, and we did move. I don’t understand why they said we didn’t move. The service there was terrible. 

   

  Business Response

  Date: 02/22/2023

  Ms. ********,

  Thank you for reaching out to us regarding the RED ROOF PLUS+ LONG ISLAND - GARDEN CITY location. We do see that you contacted Red Roof Guest Relations in which we did work with the location. The upper-management team was able to review the situation. It was stated that the location did offer a room change which was refused on the 14th and the issues with the coffee was addressed with the manager there. We do apologize for the experience and will continue to work with the location to ensure that we are providing the best experience for our guests.

  Thanks,

  ***********

  Guest Relations Manager

  Red Roof Inn