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.

  4530 W Broad St Columbus, OH 43228-1644

• 

  Red Roof Inns, Inc.

  2449 Brice Rd Reynoldsburg, OH 43068-3455

• 

  Red Roof Inns, Inc.

  5001 Renner rd Columbus, OH 43228

• 

  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:02/01/2023

  Type:Product 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 sister and I booked a two night stay at Red Roof Inn for Nov 8 and 9, 2023 through booking.com and paid $131.30. We arrived Nov. 8 in the afternoon around 2:30 pm I checked in at the front desk but only my sister went upstairs to our room to change. She was in The room less than 15 minutes. We left to attend my grandmother’s funeral. We arrived back at the hotel around 11 pm. My sister put her luggage on the bed and seen a roach crawling on the comforter. She killed the roach on the floor and left it there between the bed and wall. We never undid the bed and we never laid on the bed. We didn’t even shower there we just used washed our hands there and used a face towel to dry our hands. Soon after that we seen another roach on the desk area. After seeing the second roach we decided to checkout. After arriving at 11 pm we were there less than half an hour. We went downstairs to the front desk to checkout with the gentleman that was there and explained to him what happened and told him we left the dead roach on the floor as proof that we were not lying. He did offer another room which we declined because if there are roaches in one room I know they are in others. The next morning I called to speak with ****** the manager left her several messages before actually speaking to her. She insisted that that room service said the room was used but it most certainly was not! She only wanted to refund one night, which I did not agree with due to the circumstances. As a result a dispute with my credit card and she denied my request resulting my card to be recharged both nights. Now Jan 2023 I’m still waiting on my one room refund but I actually want both nights refunded. Although staff members were nice the room itself did not meet my expectation in cleanliness. Please help with this issue.

  Business Response

  Date: 02/08/2023

  Ms. *********,
  We do apologize for the experience you had. The location did indicate that they provided a partial refund to the 3rd party booking source in which you would need to go back to them regarding the refund. When the room was inspected by the location it was shown to be fully used including the beds, bathroom and the room itself. Because of this, we were not able to provide any further compensation. Thank you for your comments regarding the Laredo Red Roof Inn and hope that you do try to give us an opportunity in the future.

  Thanks,

  *****

  Guest Relations Manager

  Red Roof Inn

  Customer Answer

  Date: 02/09/2023

  The room was not used. I did check in early to change for the funeral but did not return until 11pm. That's when I seen the roaches on the bed and desk area. How come the room wasn't inspected while we were there? The room was inspected after we checked out. So you're calling me a liar about the rooms being used but front desk didn't tell me about the room inspection. I would have gladly waited while the room was inspected. RedRoof Inn has no sympathy about the reason I had to travel out there. Yes, booking did refund me half the stay only after I had to keep contacting them about it. This whole scenario is a very big inconvenience. Why can't your business just accept the fact that having roaches is unsanitary and a huge inconvenience finding another place to stay. Your customer service is horrible! Especially your general manager ****** *********. Would you like to stay somewhere that had roaches crawling everywhere?

  
  

• Initial Complaint

  Date:01/31/2023

  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.

  I have been staying at the Hometowne Studios by Red Roof Inn near UCF (Orlando FL) since after Hurricane Ian in mid September/early October and I’ve paid the company thousands of dollars. In this time and the hotel rate has A housekeeper stole my iPad from my room in October, I complained to Red Roof and was told by their guest relations department that THE COMPANY can’t do anything about stolen items in rooms. Then I complained several times to maintenance about the fact that my kitchen and air conditioning unit aren’t working, and received no resolution— so I switched rooms. My current room is so infested with roaches it is unsanitary and disgusting for over 80$ a night. Also, I’m now on the third floor— the elevator in this building hasn’t worked in over a month, and the door to the stairwell has NO HANDLE. It’s absolutely abhorrent for this company to take advantage of people the way they are with these rising rates and declining upkeep of the grounds. I also find it hard to believe that a hotel takes to responsibility for stolen items in guest rooms.

  Business Response

  Date: 02/03/2023

  Hi,

  Thank you for reaching out to us concerning the HomeTowne Studios in Orlando Florida. We are sorry to hear about the experience you had with the location. We saw that you reached out to the Guest Relations team as well and wanted to ensure that you were aware that your concerns were addressed with the management team there. As a goodwill gesture, we would like to offer a VIP pass good for one free night at any HomeTowne Studios that would be good for a year from the date of issue. Please let us know as soon as possible and we'll verify your contact information to send out the pass.

  Thank you,

  ***********

  Manager, Guest Relations

  HomeTowne Studios by Red Roof

  Customer Answer

  Date: 02/06/2023

  
  I accept the business's response to resolve this complaint. However, my iPad was worth more than the cost of a night here and I also would like to note that the rest of the hotel staff is wonderful— but I pay over 2000$ a month to live here.

  Business Response

  Date: 02/09/2023

  Hello,

   

  The pass offered is a good-will guesture to try us again and not compensation for the incident that occurred. We would not be responsible for any lost or stolen items as you would have to work with your insurance company to see if they were covered by them. With that said, the location would work with the local authorities if you filed a report with them. If you are still interested in receiving the VIP pass, please let us know at the Guest Relations number you were provided when a case was created with the HomeTowne Studios/Red Roof Inn Guest Relations team and we'll see about getting it sent out.

   

  Thanks,

  *****

  Guest Relations Manager

  HomeTowne Studios

  Customer Answer

  Date: 02/10/2023

  [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. Thank you for the pass, I am very disappointed with this response and lack of concern, however. Please hire more trustworthy people, lower the nightly prices if guest item safety (IN rooms) isn’t guaranteed, or at least implement procedures in events like this. I shouldn’t have to have insurance on my iPad, I shouldn’t have to worry about it being stolen in a place I pay 2K a month to live in. But again, thanks.

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

• Initial Complaint

  Date:01/30/2023

  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.

  Hello, I am writing in reference to my experience at the Red Roof Inn location at 309 S Meridian Ave, Oklahoma City, OK 73108 on January 28-29, 2023.
  
  I had a very unsavory experience at this property. When I arrived, no one was present at the front desk, and after several minutes I had to call the hotel to obtain service. The front desk employee, *****, was extremely rude, confrontational, and dismissive. He would not accept the debit card I booked the room with, telling me that if I wasn't an "out-of-towner" I'd "know that'', since "every hotel on the street has the same policy." I informed him that this was not stated on the official website upon booking the room. He asserted I must pay with either a credit card, cash with a $50 deposit, or I could leave. I opted to use a credit card and when I tried to make sure with him that my debit card wouldn't be charged, he rolled his eyes and scoffed, ''I told you five times already, it won't be charged. Are you saying I'd charge it illegally?" The room I received was filthy; the carpets were unvacuumed and dirty, the walls were paint-chipped and stained, crayon markings were scribbled on the door panel in the bathroom, the bathroom door knob was broken and hanging off the paint-chipped door, pubic hairs in the bathtub, the ironing board was dingy, stained, and disgusting, the bed mattresses were lopsided and off the frames, the TV was out of order, the fire sprinkler was rusted and dubious, the towels were smelly, dirty and stained, water-damaged walls and floor panels in the bathroom, the headboards were damaged, peeling, and stained with grease, and the dresser was scraped up and unsightly. Attached are a few of the photos I took of the room. The property appears to be neglected, unkempt, and in severe disrepair, and the management is a completely inhospitable and treated me with contempt.
  
  I would appreciate a follow-up concerning this matter and my letter forwarded to the proper department at corporate headquarters.

  Business Response

  Date: 02/08/2023

  **** ****,

  Thank you for reaching out to us regarding your stay at the Oklahoma Airport Red Roof Inn. We have addressed your concerns with the upper-management team and are working with the location. We are continually using feedback to make a better guest experience  and hope you give us an opportunity in the future. 

  Thanks,

  ***********

  Manager of Guest Relations

  Red Roof Inn

   

  Customer Answer

  Date: 02/08/2023

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

• Initial Complaint

  Date:01/29/2023

  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.

  The red roof inn on Dunlap in Phoenix Arizona is the worst place I have ever had to stay. I waited all day for a clean room. Upon entering the room the smell was unbearable, I later found a dead rodent in the room. The floors were not mopped, the curtains were stained and dirty. The towels in the bathroom were dirty and had hair on them. There was blood on the wall in the bathroom. The counter had sticky food on it. And the white shower curtain had black hand prints on it. There were bullet holes in the door and the wall. I had to buy cleaning supplies to clean the room to make it tolerable. There are cockroaches in the room. The cleanliness is a serious health hazard.

  Business Response

  Date: 02/07/2023

  Ms. *****,

  Thank you for reaching out to us regarding your stay at the HomeTowne Studios in Phoenix, AZ. We did file a case with the location and they had indicated that if they had been advised of the issues with your room, they would have been more than happy to address the concerns. We did ensure that your comments were addressed and if you have any other questions, please feel free to reach out to the locaiton directly.

  Thanks,

  ***********

  Guest Relations Manager

  HomeTowne Studios

• Initial Complaint

  Date:01/26/2023

  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.

  I was at the red roof inn in miami Florida and the front desk lady named ****** ******** not only was super rude while I was checking in and she helped a customer on the phone before me even though I was already mid conversation (and she took a long time on the phone, also the call was about a lady leaving something in the room). Anyway once she did that I just pulled my phone out and took a picture of her name rage. She asked me if I recorded her. I said no. She then said I think you’re lying so show me your phone . I then said ma’am i don’t care what you think I don’t have to show you my phone. She then kept my license hostage and called security and her manager. Her manager is just as disrespectful as her and was yelling at me saying I can’t stay there because I was taking pictures of her employees and making a fuss . I told her manager well I just wanted to report her, and her manager said well you could’ve done other things then take a picture, I understand my employee was wrong but that picture was you escalating things. I then understood at that moment it wasn’t going to get resolved . The girl ****** ******** also called me a **** (Spanish word for *****). And she said a lot more in Spanish but that’s the only part I understood . Besides refundo or something like that. Anyways yea this lady and her manager are a horrible representation of mankind in its self, so they definitely do not need to be in the customer service field.
  
  The security guard and the other young man literally apologized to me and shook my hand as I left. Even they knew she was wrong. Please look into this

• Initial Complaint

  Date:01/26/2023

  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.

  On Friday January 20th 2023 I stayed at red roof inn at 30 Birmingham Hwy Chattanooga TN And they charged a $100 deposit. Upon checkout on January 21 2023 They refused to give me my deposit back because My Moms Dog who stayed in the room with us had cut her foot in the parking lot on some rough pavement while we were loading the vehicle to leave and got a little blood on the plain white sheet and I had cleaned the blood up with disinfected spray and that left the sheet a little damp. The lady cleaning the room took all the sheets and put them in the bin with the other sheets to be washed. The bed was not wet or stained where the blood had gotten Which I do have a photo to prove this. It was however already stained in numerous other spots from way before we got there which I do have photos of. I do not believe they had any reason to keep my deposit or STEAL my deposit which is how I feel they did and I believe it is unethical for them to do business that way. I did call the police and make a report of this incident And As soon as I said I was calling the police the girl at the front desk slammed $50 on the counter and said go which I did take but I feel they still owe me my other $50. And I feel this business should not be allowed to keep doing people this way There is other complaints on Google of them doing this before.

• Initial Complaint

  Date:01/23/2023

  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.

  I joined the red roof inn loyalty program after buying season football tickets so I could avail myself of the rewards program. I attempted to use the rewards earned during a stay at an Ann Arbor Michigan location and was told that my rewards would cover my stay but I still needed to put a credit card on file. I did and I was charged $200 for the room. I have emailed back and forth with Red Roof Inn about the issues where I was again said I would be given a refund. I have not received the refund after several months of trying to resolve the issues.

• Initial Complaint

  Date:01/07/2023

  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 made a reservation with ********** for a room at the Red Roof Inn from Dec 13th 2022 thru Dec. 23rd 2022. I showed up and had to wait an hour in the lobby to check in. The one and only lady working the front desk was completely overwhelmed. I witnessed her give out room keys to (2) people ahead of me that already had guests in them. Meaning they walked into an occupied room. The lady joked when handing me my room key and said " lets hope there in no one in this one". The following day I returned from work and my room key did not work so I had to wait in the lobby for an extended period to have the one and only lady rekey my card. I went back to my room and made it into the room. I called down to the front desk to see fi someone could fix my internet as it was out. The same lady at the front counter stated they had no maintenance staff, no one else was there and she could not fix the problem. It was at this time I decided to leave. I walked through the lobby on my way out and there was still a line of many people. I called ********** which is who I booked the room through and told them I was leaving. The agent I spoke with on the 13th of December called the hotel and talked to ***** (so I am told) They informed the Red Roof Inn that I was leaving. I was told by ********** I would receive an email within 72 hours with updates. I did not hear a response so I called back on the 18th of December and was told the same thing again. They once again tried to call the hotel and were unable to reach anyone. They sent an email and I was told I would receive an update within 72 hours. I heard nothing so I called again on the 26th of Dec. I was given a case number at this time *********. However still didn't hear back from anyone so I called again on the 7th of Jan. and they tried to call the hotel again. Was told no one was available to discuss. They sent another email. They are terrible.... Both entities....Im happy to discuss with anyone will to help me resolve this. Thanks!

  Business Response

  Date: 01/18/2023

  Ms. *****,

  A member of the Guest Relations team will be reaching out to you by phone as we do not see that a case was created through us. We also were not able to determine the location you stayed at so we will need to get more details. Hope we can get this sorted out.

  Thanks,

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

  Manager of Guest Relations

  Red Roof Inn

  Customer Answer

  Date: 01/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I appreciate the feedback. Only selected “reject” as I wanted to respond. I stayed at the happy valley north Phoenix red roof inn. I booked the stay through **********. I don’t recall what specific information i included in the original message. I checked in on December 12th 2022. I left less than 24 hours later. My stay was supposed to run through 12-23-22. Upon arriving I waited about an hour to check in. The sole employee at the front desk was completely overwhelmed. I witnessed her give out room cards to two people ahead of me that came back because there were already other guests in those rooms. When she handed me my room key she literally joked and said “hope no one is already in this one”. I went to my room and then left for about 40 minutes. Upon returning my room card did not work so I returned to the lobby and waited another 30-40 minutes while the same lady helped check people in. I went to work the following day and upon returning to my room my key did not work once again so I went to the lobby and had to wait again to deactivate my key. I returned to my room to find the internet was out so I called the lobby and spoke with the same lady. She indicated she didn’t have time to try and fix it and there were no maintenance personnel on site. I left and did not wait in line to inform the lady I was checking out. I called ********** and was placed on hold while they called the location and informed them I left because I did not feel safe. Those were the words of the ********** rep. I had no confidence that someone wouldn’t walk into my room at any moment given what I witnessed in the lobby and the employees disregard to the severity of that. I needed Wi-Fi to work. I have called ********** 5 times to try and resolve this. They hav called this location and we’re told I didn’t check out and I had no reason to feel unsafe. I have the managers name who said that. I believe I included it in my original message. I am equally frustrated with **********. I am disputing all but the one night I stayed charges. I paid with a corporate ****. I would be happy to discuss this with anyone willing to help!

  ###-###-####

  
  Regards,

   
  
  *****

  
  ***** *****

• Initial Complaint

  Date:01/06/2023

  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.

  I paid up front to spend five nights at the Red Roof PLUS+ Orlando Convention Center (October 24 through 29th, 2022) at 8342 Jamaican Court, Orlando, FL 32819. I have not been able to forget how terrible my stay was. I have pictures showing how unkempt the room was, even though the website promotes this location as "one of the best 100% smoke free budget hotels in Orlando". I would never have expected a "business" room in a location promoted as a "PLUS+" hotel to give me the impression that I was staying in a seedy motel. From no microwave in the room, to loose towel hooks, holes in the wall by the bed, caulk and peeling paint on the bathroom walls, peeling paint on the bathroom ceiling and in the bathtub, roaches on the wall, as well as no room service, I was thoroughly disappointed.
  
  I don't think I could ever trust booking a room at a Red Roof establishment in the future.

  Business Response

  Date: 01/30/2023

  Ms. ****** was reached out to and offered a refund on 1/24 which was accepted and processed.

  Thanks,

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

  Guest Relations Manager

  Red Roof Inn

  Customer Answer

  Date: 01/30/2023

  
  
  
  Better Business Bureau:

  One day I was contacted by phone and a female from one of the Red Roof Inn's regional offices said the most they could do was to refund one night's stay at approximately $65 or give me a VIP pass for my next stay. Later, ***** ********* emailed me from the location where I had stayed to give an apology, inform me that I had been sent a refund via Zelle for one night, and notify me that I would receive 30% off my next stay. In my complaint I stated that I would not be comfortable staying at any one of their facilities again. I do appreciate the offer but I am still not sure that I would feel comfortable staying at that facility in Orlando.

  While I was not wholly satisfied, I did accept the business's response to resolve this complaint.
  
  
  

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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 booked a room for 2 nights in October 2022 while on vacation with my boyfriend. First off the room was filthy, smelled horribly with mold all in the restrooms. I kept telling my self to keep it together as we were checking out of the rooms soon to board our cruise. Long story short this company charged my card a 200 dollar smoking fee and I didn’t smoke in the room at all. The entire hotel smelled like smoke from the time you hit the door and it wasn’t coming from me! Since October of 2022 I’ve been battling with them about refunding my money. I’ve now gotten my bank involved but yet they are stalling with my bank as well Please don’t get a room here! It’s a money scam!!

  Business Response

  Date: 01/13/2023

  ***** ******,

   

  Thank you for reaching out to Red Roof Inn concerning your stay at the Miami Airport location. We have spoken to the location about your concerns and this would be something that you would have to continue to work out with the location. They did show evidence of smoking in the room and given this, we will not be able to offer any kind of refund or compensation.

  Thanks,

  *****

  Guest Relations Manager

  Red Roof Inn

  Customer Answer

  Date: 01/16/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Where is the proof? I’ve yet to see any proof, nor has my bank seen any evidence. You guys are lying. I honestly believe you guys prey on people from out of state.  I’m contacting my attorney today regarding this issue you guys will not get away with theft!!
  
  
  
  Regards,
  
  
  
  ***** ******