Business Profile

Hotels

Red Roof Inns, Inc.

This business is NOT BBB Accredited.

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Complaints

Name: Red Roof Inns, Inc.
Address: 7815 Walton Pkwy, New Albany, OH, 43054-8482, USA
Telephone: (614) 744-2600

This profile includes complaints for Red Roof Inns, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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.

Initial Complaint
Date:01/21/2025
Type:Customer Service 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.
On January ******* I confirmed my reservation for my second night, after getting breakfast next door at the pancake house with the vaulter they give for breakfast. My family was able to stay in the same room. I have three children , am pregnant and homeless. There was a severe winter storm that had come through as this shelter was necessary for the weather conditions. Upon checkout, My children made their bed which was closest to the bathroom away from room entry. I made the other. Took all trash to garbage can. Put all dirty towels in tub in a pile. Left the room spotless. When I went to Hand in the key at 11am I had specifically asked if someone could check the room as I was in need of that refund back in full. Lady at front desk stated she didnt have anyone to check the room at the time , that if I called back around 2-3pm she could have an answer for me. I called back at 3:04pm and the lady confirmed my name and the room I was in (209) and then told me that my refund was returned in full. On January ******* I received a refund of $75. As I was concerned why it wasnt in full I called red roof as soon as I saw it. I was then notified that there was a yellow stain on the duvet on the bed which is why they kept $20 from me. That was not made aware of when I called at 3:04pm on January 20, 2025 (day of checkout). When speaking with the person at the front desk on January 21st @8am, she told me she would send a copy of the photos submitted with the checkout which was confirm around 12:30pm before I spoke with the lady at 3:04pm. When received the email I replied that the stain was not on the bed in the room I left as I wouldve seen something that bright . On top of there not being anything with yellow nor any substance to make such a stain in the room at the time of our stay. Being homeless is very scary as $20 isnt a lot to them as stated in an email from red roof employee, but $20 is to me when I have three children , pregnant and HOMELESS!! Please refund
Business Response
Date: 01/22/2025
Hello ****-
Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such Concerns. Can you please provide a bit more detail, Which location did you stay? Do you have a confirmation number that you can provide?
Thanks!
****
Guest Relations Escalation Agent
Business Response
Date: 01/29/2025
Hello ****
Thank you for your comments. Please note that we have a Corporate
Guest Relations team who are dedicated to handling such concerns. We'll use the
information you provided to create a case internally and will contact you directly
moving forward. Please look for our communication within 24hours. We are
committed to working with you and the franchised location to align a reasonable
resolution.
Thank you!
****
Guest Relations Escalation Agent
Initial Complaint
Date:01/04/2025
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.
Recently stayed at the red roof inn at **************** in ********* *********, and may I say that was the worst experience Ive ever encountered. The atmosphere at the establishment was horrific, not to mention the terrible stench of mold and cigarettes as you walk the corridor as well as upon entrance to your room. After staying at the establishment for roughly 7 days there are multiple factors that have contributed to the sickness both me and my guess obtained upon staying there. With the first being the air conditioning system, which has definitely not been maintained, moldy furniture, dirty beds, sheets with a horrific smell along with cigarette burns and towels with blood stains.I request a refund for this horrible experience or legal actions will be taken.
Business Response
Date: 01/06/2025
Hello Alexandre,
Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such concerns. We'd like to contact you directly but require a bit more detail. Can you please provide your confirmation number and room number if you have it available?

Thank you,
*******
Guest Relations Escalation Specialist.
Business Response
Date: 01/13/2025
Hello Alexandre,
Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such concerns. We'd like to contact you directly but require a bit more detail. Can you please provide your email and phone number, as the we were unable to reach you via the number you called?

Thanks!
Alyssa | Guest Relations Senior Agent.
Initial Complaint
Date:12/30/2024
Type:Customer Service 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.
At the ************************** 121 dates 12-29-24 /12-30-24 we stayed. Room 122 could smell weed coming from in our room and outside. Wires hanging out of heater. Bed bugs as shown in pictures. Nasty blankets. Mold as shown in the bathroom. ****** will not flush. We have complained to front desk they refused do anything about it. I don't normally complain but this ridiculous and this hotel location should be confirmed. Couldn't hardly take shower due zipped tie up. Couldn't lock our door due broke off. And then getting bit by bed bugs as shown in pic. We should get full refund and this place gets inspected for unhealthy.
Business Response
Date: 12/30/2024
Hello *********** ********,

It looks like a formal Guest Relations case was filed with our corporate team under record ID ****** under the name ******** ********. This case is still open, and we must allow the
appropriate amount of time to seek a reasonable outcome with the franchise owner. I'll be closing out this BBB complaint to allow the dedicated team to work directly with you. Should you have any questions, please let me know.
Thank you!
*******
Guest Relations Escalation Specialist

Customer Answer
Date: 01/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22744642

I am rejecting this response because: I did not see any response from them. Only thing I will accept is a refund. I should be paid stay there as bad it was
Regards,

*********** ********
Business Response
Date: 01/06/2025
Hello ***********,
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 01/06/2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you,
****** ******** Guest Relations Senior Agent.
Customer Answer
Date: 01/13/2025
[If you do not say why you are rejecting the company's response, BBB must

Complaint: 22744642

I am rejecting this response because: because nothing was resolved with the complaint they have contacted me and said they would then investigate it but nothing else happened.

Regards,

*********** ********
Business Response
Date: 01/13/2025
Hello ***********!
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 6/12/25 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.
Thank you,
****
Guest Relations Escalations Agent

Customer Answer
Date: 01/14/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.] How they close and nothing told to me. I should get refund or partial due to unsafe and unsanitary conditions.

Complaint: 22744642

I am rejecting this response because:

Regards,

*********** ********
Business Response
Date: 01/16/2025
Hello ***********!

It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 6/12/25 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you,
*****
Business Response
Date: 01/17/2025
Hello ***********-
Thank you for your comments. Please note that we have a Corporate
Guest Relations team who are dedicated to handling such concerns. We'd like to
contact you directly but require a bit more detail. and will contact you directly
moving forward. Please look for our communication within 24hours.
Thank you,
****
Guest Relations Senior Agent
Customer Answer
Date: 01/23/2025
They email me directly and have not gave me a resolution and they told me they have closed it. And I gave them all the information of whose it was under and everything I do not believe there's been resolved.
Business Response
Date: 01/30/2025
Hello ***********!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. It looks like the case was closed on 1/26/2025 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly.

Thank you,
*******
Guest Relations Department

Customer Answer
Date: 02/07/2025

Complaint: 22744642

I am rejecting this response because: nobody has told me a resolution all they keep saying is it's been closed and that tells me nothing how they were trying to fix the issue.

Regards,

*********** ********
Business Response
Date: 02/10/2025
Hello *********** ********,
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******.
It looks like the case was closed on 01/06/2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome,
please contact the franchise location directly.
Thank you
Antwayne | Guest Relations

Customer Answer
Date: 02/10/2025

Complaint: 22744642

I am rejecting this response because: what I said above and we are compensated for the mess and nasty. They say it thru here. Until I know resolution I am going to keep rejecting it. I not going contact anyone. It can be told thru here.

Regards,

*********** ********
Business Response
Date: 02/13/2025
Hello ***********,
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 01/06/2025 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you
Alyssa | Guest Relations Senior Agent.
Initial Complaint
Date:12/14/2024
Type:Customer Service 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.
this is for headquaters...i stayed in ** lawrenceveille red roof inn. friday and then today 12 14 sat made another reservation. i paid online Guy at front desk tells me to come down i do he says i dont see it. meanwhile i have a funeral in 20 minutes. he tells me he does not see it because i am in home town suites i am NOT in same room red roof takes up an hour of my time i want my money back for one of the nights for problems caused to me due to his lack of english and the problem overall causing me issues. this should not be my problem if he cant see the reservation. this took an hour of my time and aggravation refund me for 12 14 or i go further. look under ***************************** or ******************** for reservations if he cant see reservation when i paid and asks me for money more thats not my issue refund me or i dispute bank
Business Response
Date: 12/16/2024
Hello *** *********,

Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such concerns.

We'll have use the information you provided to document on our system, an response will sent to you directly moving forward.

Please look for our communication within 24hours.

We are committed to working with you and the franchised location to align a reasonable resolution.

Thanks you,

*****
Customer Answer
Date: 12/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22686880

I am rejecting this response because: its nonresponsive. i will have to call

Regards,

*** *********
Business Response
Date: 12/17/2024
Hello *** *********
Thank you for your comments. Please note that we have a Corporate
Guest Relations team who are dedicated to handling such concerns. We'll use the
information you provided to create a case internally and will contact you directly
moving forward. Please look for our communication within 24hours. We are
committed to working with you and the franchised location to align a reasonable
resolution.
Thank you
Antwayne | Guest Relations Escalation.
Customer Answer
Date: 12/19/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22686880

I am rejecting this response because: Problem:
this is about ewing nj. limited english manager after i stayed one week paid every day after reserving took my stuff out today 18th and threw me out saying EVERY DAY i took too long to pay not true of course every day i went before ***** stuff is missing too okyou dont do that esp if your limited englush is the problem get me *** money back or i go further. if you have questions let me know they had no reason based on my paying every day to think i was not going to this time.

Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
Other (requires explanation)
select
Desired Outcome:
i want full refund

Regards,

*** *********
Business Response
Date: 01/02/2025
Hello Deb,
It looks like you filed a formal Guest Relations case with our corporate team under record ID ******. It looks like the case was closed on 12/22/2024 as a reasonable resolution was aligned. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you,
Alyssa | Guest Relations Escalations Agent.
Customer Answer
Date: 01/02/2025
From: ******* ********* <**************************************>
Date: Thu, Jan 2, 2025 at 11:14 AM
Subject: Fwd: Fw: You have a new message from the BBB of ************ in regards to your complaint #********.
To: <**********************************************************************************************>

no i will sue them or go to AG

******* **** ********* MS *** SLP
CEO SLLLC
*********
Bilingual Speech Language Pathologist
Customer Answer
Date: 02/03/2025
BBB NOTE: Consumer filed a new complaint online that was flagged for review as a possible duplicate complaint. BBB Complaint Acceptance guidelines do not allow your BBB to validate additional or duplicate complaints from the same consumer against the same company involving the same account or marketplace issues, as we report both the number and nature of the complaints that we process.

We have closed the duplicate complaint and copied the additional information submitted and we have manually posted it to the original complaint case below. Based upon this new information we are resuming BBB **************************** We appreciate the patience and understanding of the parties.

Complaint Type:
Refund / Exchange Issues

Problem:
not letting this go want full refund of hotel stay december sent story to FCC and to inside edition y propery and i were thrown out please do right or i go further this was hotel in ewing nj

Desired Resolution / Outcome

Desired Outcome:
refund all my money asap
Business Response
Date: 02/03/2025
Hello ****
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. It looks like the case was closed on 12/20/25 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly. Thank you
Thank you!
****
Guest Relations Escalation Agent
Customer Answer
Date: 02/04/2025

---------- Forwarded message ---------
From: ******* ********* <**************************************>
Date: Mon, Feb 3, 2025 at 4:31 PM
Subject: Fwd: Fw: You have a new message from the BBB of ************ in regards to your complaint #********.
To: <*********************************************************************************>

never got response resolution

******* **** ********* MS *** SLP
CEO SLLLC
*********
Bilingual Speech Language Pathologist

Customer Answer
Date: 02/12/2025
this is ridiculous i have to sue them i am not contacting them directly they threw me out of the hotel am getting nowhere but the one size fits all i am reporting them to FTC
Business Response
Date: 02/12/2025
Hello Deb!
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******. It looks like the case was closed on Dec 20, 2024 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly.
Thank you,
****
Guest Relations Escalation Agent
Customer Answer
Date: 02/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22686880

I am rejecting this response because: this is useless i will report to fcc

Regards,

*** *********
Initial Complaint
Date:12/13/2024
Type:Customer Service 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 checked into this hotel and within minutes of being in my room I found drugs left in there. Not only does this show the room wasn't even cleaned but also a serious health hazard as I had my dog with me whom could have gotten to the drugs before I found them. I contacted the business and asked for a refund since I had to immediately leave the room within 20 minutes of checking in and they refuse to refund me. I paid for two nights of which I stayed NEITHER in this drug infested room.
Business Response
Date: 12/13/2024
Hello lindsey It looks like you filed a formal Guest Relations case with our corporate
team under record ID ********. It looks like the case was closed on 12/12/2024 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly.
Thank you,
Venecia
Guest Relations Escalation Specialist.
Customer Answer
Date: 12/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22681544

I am rejecting this response because: nobody should have to pay for a room that they did not get to stay in. Charging someone TWO nights for a room that they could not stay in due to drugs being in the room is unacceptable. The business will NOT respond to me

Regards,

******* *****
Business Response
Date: 12/16/2024
Hello ******* *****,

It looks like you filed a formal Guest Relations case with our corporate team under record ID ********.

It looks like a resolution was provided on 12/12/2024 as a reasonable resolution was aligned.

If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you,
*****
Customer Answer
Date: 12/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22681544

I am rejecting this response because: i am out ********************************************************************************************** the room!!! You offered me some rewards points! That's ridiculous considering I couldn't even stay in my room at all!!! I have contacted the business over 10 times they will not respond. Maybe you the corporation should be calling this franchise that made such a serious and dangerous mistake to put people and pets into a room covered in loose powered drugs

Regards,

******* *****
Business Response
Date: 12/17/2024
Hello *******,
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******** It looks like the case was closed on 12/12/2024 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly.
Thank you,
****
Guest relations Senior Agent
Business Response
Date: 12/26/2024
Hello *******,
It looks like you filed a formal Guest Relations case with our corporate
team under record ID ******** It looks like the case was closed on 12/12/2024 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly.

Thank you,
*******
Guest Relations Senior Agent
Initial Complaint
Date:11/07/2024
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.
The section below is the promise of this ************* which was not met or satisfied during my stay. The bed sheets were not cleaned (with blood stains), no *** cable in some rooms with broken light fixture.Welcome to ************ ********* - *********! Were one of the best 100% smoke-free budget hotels in *********, ******** and just a short distance to the *************************************** (ROC). Our hotel is close to a variety of nearby attractions such as ****************, **************** and the ***********************. We offer our guests free Verified Wi-Fi, a free expanded cable package featuring *** and free coffee in the lobby. ************ ****************************** is a pet-friendly hotel.**************************************************** Below is the definition of the basic amenities that a ************ offer, just as ************ is a ************.A budget hotel is a small to midsize property that offers basic services and amenities at a lower price than other hotels. ************* are also known as economy hotels.************* are designed to be clean and safe, and typically offer:Compact rooms with a bed, clean sheets, bathroom, and basic furniture Free Wi-Fi Breakfast Some budget hotels may offer additional amenities, but they are usually charged separately.************* are often less expensive than mid-range or luxury hotels, which may offer a wider range of amenities and be located in more desirable areas.
Business Response
Date: 11/07/2024
Hello Rega,

Thank you for your comments. Please note that we have a Corporate
Guest Relations team who are dedicated to handling such concerns. We'd like to
contact you directly but require a bit more detail. Can you please provide your email
and phone number?
Thank you,
*****
Guest Relations
Escalation Team
Red Roof Inn
Customer Answer
Date: 11/08/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22526743

I am rejecting this response because:

Regards,

**** *****
Initial Complaint
Date:10/18/2024
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.
Date 10-18-24
The loud music and partying is going on right outside my room. (started at 6:30 and still going on...Is there no policy to ensure your guests do not have to put up with this? The inmates are running the asylum and I have nowhere else to live right now as **** is paying my tab. I don't expect much, just want peace and quiet at night. This not a nightclub. It's a hotel where people are trying to sleep. Where is management? I tried calling many times and no one answered.
Business Response
Date: 10/29/2024
Hello *******-

Thank you for your comments. Please note that we have a Corporate Guest Relations team who are dedicated to handling such concerns. We'll use the information you provided to create a case internally and will contact you directly moving forward. Please look for our communication within 24hours. We are committed to working with you and the franchised location to align a reasonable resolution.
Thank you!
***
Guest Relations Escalation Specialist
Initial Complaint
Date:10/16/2024
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.
The issue is that my room at the ************ was infested with bed bugs. I had medical treatment and then went to another hotel.I was charged 7 days when I checked in.I checked out after 3 days and my doctors visit. They refunded me for the 4 nights I did not use.I returned that afternoon to demand a full refund and the manager said he would call me later that day after his inspection. He said if he found nothing, I could call a lawyer!I have written to the hotel *********************************** & no responses.
Business Response
Date: 10/28/2024
Hello ******! It looks like you filed a formal Guest Relations case with our corporate
team under record ID ********. It looks like the case was closed on 10/23/2024 as a
reasonable resolution was aligned. If you are dissatisfied with the resolution
outcome, please contact the franchise location directly. Thank you
Customer Answer
Date: 10/30/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22430521

I am rejecting this response because:
They did not resolve. I tried to contact the hotel direct and no reply at all. I send registered mail.
The corporate office did not reply either.
They did not return my funds and there was no resolution.

Regards,

****** ******
Business Response
Date: 10/31/2024
Hello ******!

It looks like you filed a formal Guest Relations case with our corporate team under record ID ********. The case is considered closed with our office as a reasonable resolution was aligned on on 10/23/2024. If you are dissatisfied with the resolution outcome, please contact the franchise location directly.

Thank you
*** | Guest Relations Escalation Specialist

Customer Answer
Date: 11/01/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22430521

I am rejecting this response because:
This was NOT resolved by the hotel nor the corporate office. I was never refunded the 3 days I stayed there.

Regards,

****** ******
Initial Complaint
Date:10/05/2024
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 booked two reservations for my family traveling from *******, ** to ********** Nc. Upon arriving to the property. I was refused entrance to the facility as well as refused my reservation for the rooms. The receptionist repeatedly said that the facility was full and that I could take my money elsewhere. This was very frustrating as I had all my family here, a booking confirmation with guarantee of my room and no refund. I called numerous agents and attempted to resolve this and I was told numerous things along the lines of There's nothing we can do The reservation has been cancelled and I would have to wait 10- 15 business days for a refund. There was no apology, no accommodations and no accountability. I was even told my agents that this was my fault because I didnt call the hotel to keep them abreast of my travels. The agent I originally spoke to name is ***** and the receptionist at the front desk at the hotel on 10/05 was ********. I am very disappointed and upset about this situation and have never dealt with something like this ever before. I will never book at this facility again and would like to report their unprofessionalism and them not honoring their policy that guarantees a room once booked and paid for.
Business Response
Date: 10/21/2024
Hello *********,
Thank you for your comments. Please note that we have a Corporate
Guest Relations team who are dedicated to handling such concerns. We'll use the
information you provided to create a case internally and will contact you directly
moving forward. Please look for our communication within 24hours. We are
committed to working with you and the franchised location to align a reasonable
resolution.
Thank you!
*******
Guest Relations Escalation Specialist
Initial Complaint
Date:10/03/2024
Type:Customer Service 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.
This is a false advertising complaint and though I'd like it resolved for myself, the complaint is more about alerting Redroof of a system error causing the effect of false advertising and a broken customer service approach which is not empowered to fix the issue with ************ family had 2 pre-planned trips this summer and in considering multiple hotel options we chose RedRoof because they were offering a program called "Rest + Repeat Summer" promotion which offered a free night (8500 points) if you stayed twice. We signed up for a loyalty account prior to booking and Redroof also registered for the "Rest + Repeat" which you'd think it would be a better customer experience to just auto-registering any customer who stayted twice, there is nothing illegal about requiring the extra steps from the customer. That said, we registered for it prior to the first night and when booking the 2nd stay of the summer their systems was for some reason still advertising the summer program to me. Even though I had already registered since it had the button there I clicked register again. Thus in their system it updated to only show the most recent registration, so the system didn't give me the bonus points.I called customer service thinking this would be an easy fix as it's just loyalty points we're talking about, but they've outsource their customer service and even the managers say they have no power to award the points we earned by staying twice, and show no interest in fixing their system issue which defaults the registration date to the most recent when a customer registers twice causing them to miss out on their points.Resolution: From my perspective I just want the points I was promised by the site, but would like to hear feedback if they indeed look in to the problem and fix it for others. Thanks!
Business Response
Date: 06/03/2025
Hello *****,
Thank you for your comments. Please note that we have a Corporate
Guest Relations team who are dedicated to handling such concerns. We'd like to
contact you directly but require a bit more detail. Can you please provide the property name and the confirmation number if you have it available?

Thanks!
*******
Guest Relations Senior Agent

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