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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:01/04/2023

      Type:Product 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.
      If I could give zero stars for the Red roof inn in Jacksonville that I stayed at, I would. It was extremely stressful to stay there. The whole hallway and room smelled like smoke beyond words. There were burn holes on the sheets on the curtain. I had to wash the toilet seat before I could use it. There was a blood stain on the sheets. Thank God I had a blanket in my car. I just pulled back the blanket on the bed and slept in my clothes and put a towel on the pillow. I felt unsafe so I barricaded the door with my chair. The nightstand was a mass wires and dust. The light didn't work and neither did the clock. I wouldn't think of taking my shoes off and walking in there because the floor was filthy. If it hadn't been past midnight and me being tired from driving I would have left.

      November 10,2022

      Business Response

      Date: 01/12/2023

      Ms. *****,

      Thank you for reaching out to us regarding our Red Roof Inn Jacksonville - Cruise Port location. We apologize for the experience that you had and the location was notified of your experience with them. As a good-will gesture, we would like to offer a free night voucher good for one year from the date of issue. We would just need you to contact Guest Relations at ###-###-#### and provide them with an updated address to mail it out. Please allow two weeks for delivery once we have the information. 

      We do hope you 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: 01/20/2023

      I accept the response from Red roof inn. I'm not interested in a free night stay after the last experience I had. I just wanted to make sure that it was noted. I accept the business's response to resolve this complaint.

    • Initial Complaint

      Date:12/29/2022

      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.
      On 12/28/22 I booked a room at the Red Roof Inn Greenville and I was only checked into my room for only a few hours and I woke up to itching really bad and upon checking I have bite marks all over my body my face hands arms and legs stomach and back from bed bugs. I was told there was nothing they could do about It and was told that they didn’t know how to refund me back my money. I paid $396 for this room my confirmation number is **********. This is totally unacceptable my body is swollen and in pain from all these bite marks. I had to miss work due to hurting and itching really bad and had to go check into a new hotel. I will upload some of the pics due to some are very inappropriate

      Business Response

      Date: 01/05/2023

      Ms. ******,

      Thank you for reaching out to us concerning your stay at the Greenville Red Roof Inn. We do apologize for the situation that occurred and do see that the location did refund the 3rd party booking source the full amount. Please work with the 3rd party in order to receive the refund you are seeking. If you have any further questions regarding your stay, you can reach out to either the location directly, contacting Guest Relations at ###-###-#### or *******@redroof.com.

      Thanks,

      *****

      Manager, Guest Relations

      Red Roof Inn

    • Initial Complaint

      Date:12/21/2022

      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.
      I had a booking on 12/16-12/17 that was supposed to be cancelled but still showed up on my booking.com account. I called immediately at 8:18pm EST/7:18 CST to explain what happened and that I was hoping for a refund, and that I was actually going to be checking in a day later with someone else under a different reservation. This lady told me she would refund me and to contact booking.com. I did so immediately after I got off the phone with her. I waited on booking.com to respond and when they did they said they were waiting on the property to respond. The property never responded. 5 days later and I ended up calling booking.com and they were able to assist, however told me the property denied the requests. I needed up going downstairs to soesl to them in person, exoaliejd the situation had the proof ready that I called and reached out to booking.com. They didn't want to take that into consideration. They kept telling me I needed to contact booking.com. I repeated myself multiple times that I already had, and that they JUST spoke to them on the phone and denied it. I asked how they respond and refund they just shrugged and said I needed to contact booking.com. I repeated myself yet again. I asked the lady if shes the one who they spoke to and and told them it was denied, she proudly said yes. I asked if the answer was just no for a refund. What did hy do?! Told me to contact booking com. Why do they need to bat around the bush when asked for a Direct answer? Because they are a shady business doing shady business practices. We lived here for 2 years while going through hard times. They have gone down hill, and I will NEVER patron this location EVER again. Possibly never any red roof period because of this. This was Not this bad last year before we moved. They just want to keep money to fatten their pockets. Absolutely disgusting. I asked for a direct answer and was given a non direct answer while they're running in circles trying to respond.

      Business Response

      Date: 12/29/2022

      Ms. ******,

      Thank you for reaching out to Red Roof Innn regarding the Chicago Hoffman Estates location. We do apologize, however, as we had indicated when you reached out to Guest Relations, payment for the room was made through a 3rd party booking source. Booking and cancellation policies had to be adhered through them. The one photo you provided showing that a call made to the hotel was done after our normal reservation cut-off. The 3rd party booking source would have had either their or our cancellation policy listed on the site. If an agreement was made to cancel directly with the hotel without penalty, a cancellation number would have been provided. The reservation in question did not have a cancellation number associated it. We are sorry we were not able to provide any further assistance. Please follow up with the location directly if you have any other questions.

      Thanks,

      ***********

      Guest Relations Manager

      Red Roof Inn

    • Initial Complaint

      Date:12/20/2022

      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 reached out to support as I had stayed for my anniversary in July as I had since we got married. I let them know during my stay that I didn't see my stay for that time and was advised it would resolve. I logged in to plan my stay for July and they stated that I needed to update my name and everything would be credited back. I did that. Contacted in again to get my points restored as this is what I was told up to current and I get laughed at for only staying for a certain amount of time and when I asked for a supervisor I was intentionally hung up on. Called back again and got a supervisor who basically took the agents side saying nothing could be done and to restore my points I would have to stay before Christmas. Just give me my points back!!!

      Business Response

      Date: 12/21/2022

      Ms. ******,

      Thank you for reaching out to Red Roof Inn regarding your RediRewards program. We understand that there are times that travel isn't possible which is why we do have a 14 month window maintain points. Reviewing your account, we do show that you contacted the RediRewards department and offered you an opportunity to reclaim the points if you had a paid stay through Red Roof Inn or Hometowne Studios. We are able to extend that time to 3/31/23 if needed. Based on how the program works, a paid stay through Red Roof Inn is required to maintain the points or the points will automatically expire and unable to retreive those points unless there is a stay that has been paid through Red Roof or HomeTowne Studios. Please review the Terms and Conditions of the program at the supplied link below. You're account will be updated with the updated date of 3/31/22 to have the paid stay. We do hope you take the opportunity to stay with us again.

    • Initial Complaint

      Date:12/18/2022

      Type:Product 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.
      Booked a hotel August 1st through 4th 2022 through Snap travel with hometown Studios Lakewood Colorado. Would not give us our money back after running our card. We saw the rooms and they stunk, I have asthma and I could not stay there, smelled like smoke, things were broken, horrible place. Try to get my money back from Snap travel and from Red roof inn. To know avail. Am sending correspondence I've had with them. I would like a full refund.

    • Initial Complaint

      Date:12/16/2022

      Type:Customer Service 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 have been staying at the Red Roof Inn by Market Commons in Myrtle Beach, SC for a while. I never had any problems until a week with the General Manager of the property. The General Manager of Myrtle Beach SC Market Commons location has been harassing us for Smoking policy. We haven't smoked in the room and smoking in our car shouldn't be a problem because it's our own private property. The manager has knocked twice at our room door and now asked to come in because he's suspects smoking. Another occasion he pulled up in his car next to us about smoking in our car and, stating we could not sit in our car. If I'm not causing any problems in my personal property which is my car and smoking outside the building then go look for the ones that are breaking the rules. I have walked through the elevator and halls smelling cigarette smoke as well as other stuff.
      I personally believe this general manager has a problem with interracial couples and, this is not a friendly atmosphere at all. The higher ups of Red Roof Inn need to get on the General Manager of Myrtle Beach SC Market Commons location. This will hurt your business if this man continues to do what he's doing.

    • Initial Complaint

      Date:12/13/2022

      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.
      On 12/7/22, we paid for a room for a full week! We had the Do Not Disturb sign on the outer door handle because we didn't want to be bothered or woken up early! There was someone knocking on our door every single morning, as early as 7am!!! They also came into our room while we were gone and running errands, even though the DO NOT DISTURB sign was always on the door handle!! We didn't want strangers in our room and having free access to all of our belongings and valuable items! They made the bed but didn't change any sheets or blankets!! THEY HAD NO RIGHT ENTERING OUR ROOM WHILE WE WERE NOT THERE! They were saying that the room smelled like smoke, even though it was all of our belongings that smelled of cigarettes...because we are smokers, and had just come back into the room from smoking OUTSIDE! Then...at 7am on 12/13/22...a short, rude and extremely disrespectful woman (said she was a manager) POUNDED ON OUR DOOR UNTIL WE WOKE UP STARTLED AND ANSWERED IT! She said that we had been told yesterday to leave the premises...which was 150% NOT TRUE!! We didn't speak with ANY EMPLOYEES OF THE HOTEL ON 12/12/22!! She said we had to leave immediately and wasn't going to refund our remaining 3 days! SHE THEN CALLED THE POLICE...WHICH THEY EVEN STATED THAT THE HOTEL EMPLOYEES HAD NO RIGHT TO ENTER OUR ROOM WHILE WE WERE GONE AND THE DO NOT DISTURB SIGN BEING CLEARLY ON THE DOOR! BUT WE HAD TO LEAVE ANYWAY AND LOSE $200!!! I HAVE NEVER BEEN DISRESPECTED AND SCREAMED AT AS UNETHICALLY AND IGNORANTLY BY ANYONE UNTIL THIS NASTY WOMAN! I WILL BE SUBMITTING A CIVIL SUIT AGAINST HER! IF I OWNED THAT HOTEL AND SHE TREATED MY GUESTS THE WAY SHE DID ME...SHE WOULD BE UNEMPLOYED AND CHARGED WITH HARASSMENT! SHE HAS NO BUSINESS WORKING IN CUSTOMER SERVICE...BECAUSE THAT WAS THE MOST UNACCEPTABLE BEHAVIOR THAT ANYONE COULD DISPLAY TOWARDS A PAYING CUSTOMER!

    • Initial Complaint

      Date:12/08/2022

      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.
      On December 3, 2022 we arrived at the Red Roof Inn in Independence Ohio around 7pm. It was completely in the dark. The power was out at this location. There were no generators or back up lighting. We did notice an electric company truck there working on the transformer. We went into the office and inquired about the electricity and if there was an estimated time for restoration. The gentleman at the front desk said he did not know and would we like to try to find another place to stay the night. We opted to go out to dinner and return. If the power was restored we’d stay if not we’d go home. At NO TIME did he say that we would not receive a refund if the power was still out. Before we even returned 2 hours later our credit card was charged for 101.02 and another unknown charge of 1.74. We returned to the hotel and the power was still out. Someone took our name and number and said we’d be contacted. We were never contacted by anyone. I called the Red Roof Customer Service line and explained the situation. They contacted the property and they were told that there wasn’t anyone there authorized to issue a refund and opened up a complaint for us. That perplexes me as I thought the main job of that department was to resolve issues. We did not cancel this reservation. A power outage is out of our control. How could this establishment expect us to stay in a room with not lights, heat or hot water in December on Ohio! We are asking for the 101.02 and 1.74 to be refunded to our credit card. Further the entire property was out of power. Nothing was working. No computers or credit card machines. How could that charge even have been applied?

      Business Response

      Date: 12/08/2022

      Mr. *******,

      Thank you for reaching out to the Better Business Bureau regarding your stay at the Cleveland Independence Red Roof Inn. The Guest Relations department was contacted back on 12/6/22 at which time it was advised to Mrs. ******* that the situation would be investigated and would be contacted within 48 hours. We do have a resolution if you could call us at 800-554-4555 as a letter was going to be e-mailed to you with the offer later today. We again appreciate you for reaching out to us letting us know about your stay and hope that we are able to provide reason to continue to stay with us in the future.

      Thanks,

      Chris

      Guest Relations Manager, Red Roof Inn

    • Initial Complaint

      Date:11/27/2022

      Type:Billing 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.
      This was the worst hotel experience I have ever had in my life from start to finish. When I first got there the sheets were stained, towels dirty, and the refrigerator was dirty and when I took a shower it was clogged so bad the water came all the way up. Even though that is disgusting, I did not make a big deal I just told a guy there that worked in housekeeping and he handled it for me. Upon checkout I was met by a hostile and disrespectful staff member named Patricia that is extremely rude aggressive and unprofessional talks to you like you are on the street, she should not be able to communicate with customers until she receives proper training on how to speak to people professionally or normally atleast… not like we are on the street. As I went to the front desk to file complaint about the rude aggressive employee Patricia as well as information about booking an extended stay (spending more $$ despite the horrible experience), Patricia followed me to the front desk and cut me off while speaking to the front desk lady telling me I wouldn’t get my deposit because a I checked out a few minutes late which is the reason she was acting aggressive and talking trash to me as I was leaving the room. I tried to ignore her and just speak to the lady at the desk. The deposit thing is fine it was just $50 but I read the policy on the desk and it did not say anything about keeping deposits. I’ve actually never had a hotel do that they are usually decent people, but I understand every establishment is different. I then asked the lady at the front desk if I could see that written policy about reasons to keep deposits, prior to extending my stay or rebooking a new one, and she told me they don’t have a written policy. I started beginning to see why there are so many bad reviews about this hotel. I asked her for the managers name and at first got an abbreviated first name, then had to ask for the actual first name… then had to ask again for the last name. I called Corporate.

      Business Response

      Date: 12/05/2022

      hank you for reaching out to us regarding our Newark Red Roof Inn Plus location. Reviewing your case that was created through the Guest Relations department, you accepted an offer for which you should receive within the next few weeks.  If you do have any questions, feel free to reach out to the Guest Relations team at 800-554-4555 or [email protected] and do hope that you give us a chance again in the future.

      Thanks,

      Chris
      Management, Red Roof Inn

      Customer Answer

      Date: 12/05/2022

      Better Business Bureau:

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

    • Initial Complaint

      Date:11/26/2022

      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.
      Hi my name is ***** ****** and I have issue I purchased a room for 2 night at 2625 Red Roof on Zelda road in Montgomery Alabama well I stayed 1 night in not the next night even though I paid for 2 nights I left on a family emergency on the second night n didn't make it back until 3pm the next day I asked for my clothes that were packed in my name brand CC bag in the guy told me in order to get my bag I would have to purchase another room or I could not have my Items n my packed CC bag had jewelry in more expensive items that were worth more than money can buy to me My number is ********** Thanks

      Business Response

      Date: 12/05/2022

      Ms. ******,

      Thank you for reaching out to us regarding your situation at our Montgomery Midtown Red Roof Inn. While we understand the request, your items were left in the room which didn't give the location the opportunity to get the room ready again to sell for that evening. You will need to work directly with the location to resolve this issue. We do appreciate you letting us know your concerns once again, and do hope that you are able to work out a solution directly with the location.

      Thanks,

      Management

      Guest Relations Team

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

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