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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.
    • 142 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:11/24/2022

      Type:Product Issues
      Status:
      Unresolved
      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.
      Room was horrible very discussing literally throwed up when I walked in I immediately knew I had to find somewhere else to stay me and my children I'm a hard working citizen make hard earning money wasted on crappie room visting family long ways out of town nightmare I was tricked was informed that I could cancel before a certain time false information was given to me now saying non refundable I want every pennie of my hard earn money refund to me please... customer service not good mgt sucks gentleman name James old man very rude never will I refer this location at the Redroof Inn on Eureka rd and Taylor Mich to anyone have pictures for proof as well I can email.

      Business Response

      Date: 12/08/2022

      Ms. Love,

      Thank you for reaching out to the Better Business Bureau regarding your stay at the Detroit - Taylor Red Roof Inn. A guest relations case was filed back on December 2nd in which we reviewed the case with the management team at the location. We are going to be sending you a voucher for a free night for a future stay to the address you provided. We hope that this will give you a chance to try us again. If you have any questions regarding your case, please contact Guest Relations at 800-554-4555. You can also e-mail us at [email protected]. Please be sure to provide the location information, dates of stay and full name so we can carefully review and reply to any questions you may have.

      Thanks,

      Chris

      Guest Relations Manager

      Red Roof Inn

      Customer Answer

      Date: 12/13/2022

      I am rejecting this response because: it was a night from hell me and my children during the holiday soI demanding my full refund of $369.56 I've included plenty of photos and video's that's  why I'm rejecting, so please refund my full amount which I stated in my letter I would not like a voucher  for another night in that horrible hotel no thank you.

    • Initial Complaint

      Date:11/18/2022

      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.
      I reserved a room for 5 nights. Would’ve been my first time at a redroof inn for the yearly festival in Columbus I paid the 30$ reservation deposit, no big deal. Mind you I clicked pay upon arrival. 2 days later I don’t have enough money in this account luckily or it would’ve been broke. I get charged 2 times for 60$ and attempted to charge for full price of the stay of 918$. At this point I’m fuming. One experience here I’ll never stay here again only resolution is for a refund of the full 190$ that was taken without my permission. Writing this so they take me seriously when I call here soon. Will update upon anything other wise I’ll go to court if I have to or dispute the charges. Biggest thing is now instantly i tried calling and they couldn’t find my reservation or online so basically cancelled it when they couldn’t get every penny. Lucky I don’t go to court

      Business Response

      Date: 12/05/2022

      The guest booked a pre-paid reservation for five nights in May 2023. Because this was a prepaid reservation, the card was charged that same day the reservation was made, and the guest was made aware of this at the time of booking. When the card was charged, there was not enough money to cover the room, so the system automatically cancelled the reservation charging only $60.00. The following day the $60.00 was refunded. The only reason the card was charged is because the reservation was booked prepaid. Usually when a reservation is booked that is not prepaid, the card is not charged until the guest is at registration. If the guest is still showing a charge, he can call the hotel so we can investigate.

       

    • Initial Complaint

      Date:10/01/2022

      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.
      8-12-2022, Using my AAA app, I booked a room to the Red Roof Inn located in Pittsburgh. The photographs of the hotel looked nice, the amenities that were included for the price of $242.20, seemed rather high for one night but it was a Friday hotels were filling up. After checking in, my friends and I were quickly greeted by the strong odor of mildew, urine, cigarette smoke and marijuana! I paid for a NON Smoking room, we shouldn't have to smell these odors inside our room. The hotel amenities that were supposed to be included in the cost of the room never existed, even though they were listed on my reservation papers, along with the clause of "NON-REFUNDABLE and that my credit card was charged a prepayment for the total price of the room". We felt trapped since there was nothing we could do in terms of getting a different hotel since we already spent $242.20. The 43in flat screen tv listed on my paperwork or any tv was not provided in the room, free wifi did not work, sheets/bedding was stained or unwashed, no comforters on beds or extra blankets, no hair dyer, iron, soap, extra toilet paper (we were given a half a roll), no towels, shampoo/conditioner or even a smoke detector. I asked the front desk for basic amenities and about having ANY tv in our room and was given one tiny bar of soap, one bath towel and told it was all they had! No tv's available, no plastic cups and no other rooms to switch us. I want a full refund because clearly this business did not provide the services that I paid for and put our lives at risk with unsanitary and hazardous conditions. Smoke detectors, are a federal law in every room! Negligence by hotel staff not following the CDC's guidelines or the AHLA's with cleaning. I have also filed a claim with my bank requesting a refund, I should not have to wait 90 days for a decision when it's obvious that Red Roof Inn failed to provide a service promised and falsely advertised what they offered. Booking#********** Confirmation#*************

    • Initial Complaint

      Date:09/27/2022

      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.
      We went to red roof inn sharonville Sept 9th for a room we had reserved! We'll when going in the sheets and comforter was stained the shower was disgusting and the wall had crap on the walls and we found roaches! When we checked out the next day even tho we had 1 more night we checked out cause of how the room was! We ended up telling them and they didn't care! I contacted them online about the issues and they have never refunded us anything just keep saying oh I'm sorry please give us a chance in the future! And when I have contacted them for a refund they have ignored me and not answered it and have taken no consideration over the fact I now have to pay for an exterminator due to their hotel!

    • Initial Complaint

      Date:09/21/2022

      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 stayed at the nearby Red Roof on victory lane. I chose this hotel because they are pet friendly. I purchased an RV while in town and it broke down so it was being fixed on Madison. Each day I would call and ask the daily room rate and go in and sign, pay, and get the new keys before 11. On the first night my puppy had peed on the comforter so I went to the office and asked for room service to come take the comforter away. They did. On the 3rd night I noticed that everyone else had left their whites outside their door so I did the same. I was called and told very rudely by a lady at the front desk that I can’t do that and that it’s tuesdays and Thursday’s only and to bring it back inside and that the cleaning lady was leaving for the day. . I said oh ok, and I pulled it back in and sat in my truck getting ready to leave. I watched as the cleaning lady passed by my room about 5 times gathering peoples things from the front of their doors. The next day I asked some people outside when they left their linens out and they told me every day. I was confused but waited another day. Because the linens and bedsheets had gotten water on them they smelled like mildew so I bagged them up and set them outside the door and went about my day (this was Monday sept 19th). It was before 11. I called Monday and paid for another night and later went to the office to sign. There were two women working the desk. As I signed and said Ty for the keys, the black lady said, “We aren’t going to have THAT here every day.” I looked over and said oh ok. I thought she was referring to my trailer attacked to my Hummer (I knew there were signs posted saying no large vehicles or trailers and figured that’s what she meant as she didn’t explain her statement.) Then she asked, “Are you the one with the towels out front?” I said yes and she said I can’t do that and threatened to kick me out! She locked me out next day and I called police to get my dogs out. She banned me from all red roofs!

    • Initial Complaint

      Date:09/20/2022

      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.
      I stayed at the Red Roof inn Washington DC/Lanham on September 10th-September 11th. Upon checking in, our sheets had blood on them, the drains were clogged and the room Air conditioning would not work. I notified the front desk and the moved us to a different room. The drains in that room were also clogged but we needed somewhere to stay as we had my 3 year old with us. The morning of the my son pulled out a bullet from underneath the bed. My wife angrily and urgently went down to the front and requested a refund. They said they issued a refund and it has been a week and a half and i have received absolutely nothing. I am a regular whenever we travel and I’m absolutely disgusted about this. I also should have alerted the health department about the drains, mold in refrigerators and non working air conditioning. I would like a refund for the nights stay ($91.52)

    • Initial Complaint

      Date:09/13/2022

      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 called in to customer service of the Red roof in hotel chain to make s reservation for two nights in Corpus Christi Texas on September 3 &4 2022. They approved my booking with my member points 1600 points for the two nights. I booked a double bed room. Upon arrive there at the hotel, I asked the clerk if there were ane any cockroaches in the room she told me no. I like my bags in after check out . when I got up to urinate, I saw a roach crawling on the floor, I stepped on it and killed it. The next morning I went to the office to report the incident,,but the ******** clerk was irrate and very abrasive. She told me to come back to change my room. There were no amenities in the room , no microwave or fridge. The next night again, I got up put on the light, I noticed many small roaches were walking on the floor near my bags, I quickly picked my bags from the floor, bouncing them so that if any roaches intered the wheel are hey would fall back to the floor. I lifted my back which was on the dresser and the ere were roaches running away to hide. I immediately put all my backs on the other bed and went to the front office again to make a report. They guy offered to change my room, but the other to room smelled awfully bad. This hotel is unfit for human habitation for short or lin stays, it should be demolished. On the day of my check out I met the ****** clerk who checked me in, I told her about the roaches but she refused to go check the room out, I asked for a manager, but she only gave me a card with his name and email. I emailed , but he failed to respond, I need them to issue me a full refund of my 16000 points plus compensation for pain an suffering.

    • Initial Complaint

      Date:09/12/2022

      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.
      This was at the Madison, GA Red Roof Inn and Suites. August 17-20, 2022.
      When we got there, no one was at the front desk for over ten minutes as we called, knocked, etc. Finally, ****** appeared. He was very likable, but he seemed to not know how to run the check in process on the computer. It took more than half an hour to check in. The lobby was nice enough, but the overall smell of cigarettes, marijuana, and crack was a bad sign. There was loud music from some room down the hall from us. Prostitutes were entertaining “guests”, and I am pretty sure I witnessed a drug deal going down in the parking lot. There was drug paraphernalia left in the parking lot. One night, there was a beer party in the hall right outside our door. They were drunk and loud until after 1:00. There was no phone in the room. I saw no smoke alarm. The refrigerator did not work. The floor had a sticky white substance in various places that I suspect had a great deal of DNA in it. The floor was sticky. I had to go buy slippers because I did not want to go barefoot, nor did I want to ruin my socks. There were stains on the chair and ottoman. There was a rust stain beneath the toilet. The toilet seat was cracked and pinched my tuchus every time I (reluctantly) had to sit on it. The bathroom floor was dirty, and the tub caulking was mildewed. The shower stall wall was cracked. The counter in the bathroom was falling apart. There were no tissues, just an empty box. The bathtub drained slowly, so water accumulated in the tub when I showered. The towels looked as if they had been used as grease rags, and were so badly stained that I basically just let myself drip dry. The toilet keep running, and we had to open the tank lid to stop it after every flush. The AC blew, but cooled sporadically. Neither the parking lot nor room felt safe, and we took our medications and electronics with us each time we left the room. The mattress was stained. The “DoNotDisturb” tag was removed from our door.

    • Initial Complaint

      Date:09/06/2022

      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.
      Recently stayed at the Hometown Inn by red roof in east Syracuse, NY. This was an overall negative customer experience. On top of the unprofessional staff/management present at the property, I believe they are not properly upkeeping the interior and exterior of the property as well as not abiding by the hotel industry standard for cleaning and disinfecting.

      Upon arriving the the property, I noticed it is run down and dirty. The comforter provided in the room had mysterious yellow and brown stains on it. I requested another clean comforter, the next comforter provided had suspicious red stains and rips on it.
      In a room for 2 people, we were given 1 bath towel. When asking for more towels, we were informed they “don’t have any more towels.” We then experienced 4 other guests request towels and they either said “we don’t have any” or “they will be clean in 1 hour.” We witnessed the manager instruct his employee to take towels from other rooms to give to the customers that were requesting them. They also began delivering towels to rooms before the “1 hour cleaning” they stated they were doing- leading me to believe they were not properly cleaning/disinfecting them before providing them to guests. They informed us they “can’t clean all the stains” off comforters and “sometimes it gets missed.”

      I do not believe proper health codes or cleaning procedures are not being followed at this property. I do feel this property needs to be inspected, as well as the staff/management for following standard procedure. I do not know what this standard procedure is for the hotel industry, but I do know it is a bio/health hazard to provide people with dirty, non-disinfected towels and linens.

      Business Response

      Date: 09/07/2022

      Hello ,

      Thank you for your interest in Red Roof. We appreciate that you have taken the time to share your experience. Please know that we value you as our guest and appreciate your business.

      Your comments have been documented and have been forwarded to the management staff for review. You can expect to be contacted within the next 48 hours.

      Should you have any other questions or concerns, please contact us by email at [email protected] or by phone at ###-###-####. Our hours of operation are Monday – Saturday 8:00 AM – 8:00 PM and Sunday 10:00 AM – 7:00 PM ET.

      Thank you,

      *****
      Red Roof
      Guest Relations

    • Initial Complaint

      Date:09/02/2022

      Type:Billing 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.
      On July 10, 2022 I booked a reservation at the Le Voyageur - a Red Collection Hotel in Wildwood NJ. At this time the rate listed was:

      8/24 $294.49
      8/25 $332.49
      8/26 $408.49
      Room rate taxes and fees $141.09
      Total Charges $1176.56

      At this time my card was charged and I was unable to make any changes to the reservation as this was the policy on this reservation:

      Cancellation Policy: Reservation cannot be cancelled. A fee equal to the first night room and tax will be charged at the time of booking. No refunds will be given for cancellations, no shows, early departures, or changes to your reservation.

      When I arrived at the hotel I was forced to pay $61.90 and told by hotel management that I could not check in if I didn't pay it and I had to call customer service to resolve. I had no choice but to pay as I would have lost my money I already paid. When I called Red Roof customer service I was given the run around. They blamed the hotel. No one can explain to me why I had to pay more. When I got my folio the charges were as such:
      8/24 $309.99
      8/25 $349.99
      8/26 $429.99
      Taxes $148.79
      Total $1,238.76
      I was told I would here back within 24 hours of my call to Red Roof customer service. Guess what I never got a call. Additionally I have received an email with a case number and still no resolution. I have reached out again VIA email asking status:
      .Thank you for contacting us about your experience. We apologize for the issues you reported with your bill from the location.
      We are disappointed to learn that Red Roof fell short of our goals in this instance and appreciate that you have taken the time to share your concerns with us.
      Thank you again for bringing this to our attention. Red Roof takes pride in providing superior service, and feedback like yours helps us take steps to prevent similar problems in the future. We hope you will give us the opportunity to better serve you at Red Roof Inn the next time your travel plans require lodging.
      I want my $61.90.

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

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