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.

  441 Ackerman Rd Columbus, OH 43202-1569

• 

  Red Roof Inns, Inc.

  5125 Post Rd Dublin, OH 43017-1117

• 

  Red Roof Inns, Inc.

  909 S State St Westerville, OH 43081-3346

• 

  Red Roof PLUS+ Boston - Woburn/ Burlington

  19 Commerce Way Woburn, MA 01801

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: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 

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Red Roof Inn has not followed through in providing points earned through a stay and a separate promotion.
  
  I stayed at the Red Roof PLUS+ ******** ******** - ********** ****** from June 19, 2024, to June 24, 2024. Despite contacting Red Roof via email on June 30, July 9, and July 27, and by phone on July 30, the points for this reservation did not post to my account. Each time, I have been informed that the reservation is visible in the system but that adding the points is still in progress but they are "system upgrades."
  
  I also had signed up for the "Stay 2 Nights, Get 1 Free" promotion. The missing stay would have qualified for this promo since I had a separate stay during the timeframe that has posted.
  
  I reached out again on 8/25 and got no response.
  
  The combination of the 2 items would equate to about 20,000 points. I'd like the points applied to my account.

  Customer Answer

  Date: 06/03/2025

  I have received the points and consider the matter resolved.  

• Initial Complaint

  Date:08/11/2024

  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 stayed at this hotel from 8/6/24 to 8/8/24. I paid $178.60. The room looked nothing like the advertised pictures. Very ran down. Our 1st room the water would not drain in sink or tub. Also had roaches. Went down and told staff and he said was it alive because I haven’t seen any in awhile. Gave us another room since it was late and we had nowhere to go. 2nd room tv didn’t work and blood on curtains. They pretended not to know about any of this but after research there are numerous past complaints for same reasons. The area is not safe and they had signs posted in regards to keeping your doors locked for theft. Also not warned about on their listings. I have ******** and bone marrow transplant and this lack of care posts harm to my health and I’m sure many others or risk to those with children. Not worth the price and due to an event in the area it was not easy to relocate. This kind of uncleanliness and care to keep up maintenance poses a risk to health.

  Business Response

  Date: 08/27/2024

  We will be happy to give them 1/2 of their stay back which would be  $89.30 plus tax.   They did stay.   I realize we do have issues and I am the new 

  property manager and will be addressing all the issues.   We are getting a entirely new renovation in January.  

  Customer Answer

  Date: 08/27/2024

  [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.
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:08/04/2024

  Type:Facilities 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.

  On July 28, 2024 I checked in to the red roof in, upon walking into the room it smelled really bad. The floor was covered in dirt, I had to buy a broom and mop to clean the floors along with cleaning products, there were dirt on the top sheets. The sink had a foul odor coming from it, my mother had to pour baking soda and vinegar down the drain to clean it. The whole stay we had no light in the bathroom, I told them over and over again and they said they would fix it and never did. I was there from Sunday to Friday due to work, my reservations were made from July 28 - August 3 but we left on the 2snd of August due to being uncomfortable. We also had a roach in our tub the night before we left which was one of the main reasons why we left.

  Business Response

  Date: 08/23/2024

  The guest ************************* stayed for a week in the property. The front desk and the housekeeping gave great Services well-behaved with the guest. Guest complained about the sink light if was fixed. guest did not like the room, room was switched. We were in contact with guest and informed the guest that we would be happily helpful for the guest whenever needed. Issues were fixed and guest was happy at the time of check out.

  We would not appreciate this dispute charge, We have the best rooms with best service.

  Thanks

  Frontdesk

  Customer Answer

  Date: 08/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22090060
  
  I am rejecting this response because: we were NOT SWITCHED ROOMS AND THEY NEVER CAME TO FIX THE LIGHT!! I left a day before my check due to negligence!!!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/01/2024

  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.

  7/1/2024 although I gave them my last money for a room. When they refused to rent to me ,they refused to refund my money preventing me from getting a room elsewhere. My daughter and i were on the street even though the reservation was prepaid. Not to mention the woman at the counter was incredibly rude. After moving all weekend my daughter and i just wanted to shower and sleep. I will never stay there. They are thieves. Making me pay for services that I didn't receive

  Customer Answer

  Date: 07/15/2024

  Despicable. Rude staff,when they refused to rent to me no refund, not even partial was offered. My dad and I were on the street. They are thieves posing as a legitimate business. Billing me for services that I've been denied. One star is more than this place deserves.

  Business Response

  Date: 06/04/2025

  Hello ******,

  Thank you for contacting Red Roof Guest Relations! We are disappointed to learn about your experience. We would like to open a Guest Relations case on your behalf but will need more information, please. At which ******** location did you stay, in what city and state? May we have the first and last name in which the room was registered, and the confirmation number if you have it available? When you spoke with staff at the property about these issues, what was the outcome?

  Thank you,

  Venecia

  Guest Relations Escalation Specialist 

• Initial Complaint

  Date:06/29/2024

  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 a 1 night stay at this hotel through *******, Itinerary # ************** 4/9/2024-4/10/2024, I believe we were in room *** but not 100% sure.
  
  Upon checking in i was required to pay a $100 cash deposit.
  
  I went out to the car to grab something before checking out while my dad showered. When I returned back to the room the sleeping area was flooded with water pouring out from under the bathroom door. My dad immediately got out of the shower and we found that the water was literally running out of the tub along the wall spreading about 8" from the wall and running into the room. We put every towel and washcloth in the room on the floor to help soak up the water. After mentioning this to him, he noticed the tub drain was rusty as well as many of the pipes in the bathroom.
  
  Upon checking out I informed the person at the desk what had happened, who said she needed to do a physical inspection of the room for damage prior to refunding the deposit.
  When we left the room, all the towels and washcloths were still soaking wet on the floor and I was given my Deposit back.
  
  There was no apology and no attempt to remedy the cost we paid for the room. At the very least I would have expected an apology and at least a partial refund.
  
  I reached out to ******* for help to get a refund, who was told by the hotel they were not made aware of any leak, as well as talked to a Red Roof Employee who claimed she was from headquarters to get me a full refund.
  There has been no follow through and NO refund has been processed.
  I had a medical emergency and that is the only reason why we stayed the night there.
  I have attached my ******* receipt for $80.67 and I would appreciate a full refund.

  Business Response

  Date: 07/16/2024

  Hi SIR/MAM,

   

  WE DO HOLD A REFUNDABLE SECUIRTY  DEPOSIT OF $100.00  AS IT IS MENTIONED ON THE WEBSITE.  AT THE TIME OF CHECK OUT WE DO INSPECT THE ROOM BEFORE ISSUING THE DEPOSIT AS PART OF IT WHEN WE WENT TO CHECK THE ROOM WATER FROM THE BATH TUB OVER FLOWED BECAUSE  THE GUEST HAD OVER FILLED THE BATH TUB WHICH LED TO OVER FLOWING. GUEST THOUGHT WE MIGHT HOLD THE SECUIRTY DEPOSIT FOR THE DAMAGE DONE BY THE GUEST, BUT WE DID NOT FORFEIT THE DEPOSIT.  WE REFUNDED THE DEPOSIT BACK TO THE GUEST. THERE WAS NO 8" OF WATER ANY WHERE IN THE ROOM AS THE GUEST STATED IN HER COMPLAINT. IT WAS ONLY BECAUSE THE GUEST OVER FILLED THE BATH TUB.

  NO REFUND WILL BE  ISSUED FOR THIS RESERVATION.

   

  THANK YOU FOR YOUR UNDERSTANDING AND COOPERATION.

   

  Sincerely,
  ***** ****** | General Manager 

  
  ******** * **** ***** Fairgrounds
  P ************
  **** **** ****** ********* ****
  ********* **** *****
  ***************** | RedRoof.com

  Customer Answer

  Date: 07/16/2024

  [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: 

  My dad and only my dad used the shower during that stay and he did not take a bath, he took a 10 minute shower only.  Neither one of us are Physically unable to take a bath.  I Generally intentionally look to stay at a RedRoof when traveling.  If we the customer "overflowed" the tub, why would we be given our deposit back?  Water damage no matter how long it is there in a room is costly to remediated and in the long run leads to black mold.  

  
  
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 07/17/2024

   

  If the guest hardly used the shower only for 10mints the room can not be filled with 8" of water so guest is lying there was only a water leak from the bath room to the room that is why upon inspection as a manager i did not find it as a damage and that is the only reason we refunded the 100$ deposit to the guest.

• Initial Complaint

  Date:06/19/2024

  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.

  They advertise on their website a redi points incentive and a free stay program with a points system yet it is impossible to redeem points. The phone number to get points is a scam with operator just hanging up

  Business Response

  Date: 06/21/2024

  Hello ****!
  Thank you for contacting us. I'm sorry to hear of your concerns with our loyalty program and summer travel promotion.  It's important to note that we have a fully staffed support team who can assist if you submit a form here: **************** Since you haven't contacted us directly, I'll be closing this
  ticket to allow the appropriate folks to take it from here. Someone will be
  contacting you within 2 business days. Thank you! 

• Initial Complaint

  Date:06/12/2024

  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.

  I went to red roof inn as planned. My son went to check in. Clerk would not let him in but told my son he could not check in. This hotel said "dog friendly" on the website. The clerk said my dog has to be in a cage. We left and went to ***** * hotel. Got in no problems. About 7:30 pm, the red roof inn clerk called asking if we were coming. I told the guy no because he would not let us in. I told him the site said pet friendly and he told us my dog has to be caged. He kept arguing with me. The website said they charged $68 for reservations that get canceled. The clerk took $267.48 from my account. NEVER trust this company!!!

  Business Response

  Date: 06/21/2024

  Hello ******! Thank you for contacting us. I'm sorry to hear of your less than satisfactory experience. It doesn't appear you've filed a case with the Red Roof Guest Relations team so I'd like to get in touch with you to collect necessary details and work towards a reasonable resolution.  I'll be closing this ticket to allow the appropriate folks to take it from here. Someone will be contacting you within 2 business days. Thank you!  

  Customer Answer

  Date: 06/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21838868
  
  
  
  I am rejecting this response because: I have not received a refund. I will consider this complaint closed once received. If not, I will report this to Red Roof customer relations board. 
  
  
  
  Regards, ****** ********
  
  
  
  ****** ********

• Initial Complaint

  Date:06/11/2024

  Type:Product 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.

  Room was unsanitary. The manager said he would refund but my bank said he has not done a refund.

  Business Response

  Date: 06/21/2024

  Hello *****!
  Thank you for contacting us. I'm sorry to hear of your less than satisfactory
  experience. It doesn't appear you've filed a case with the Red Roof Guest
  Relations team so I'd like us to get in touch with you to collect necessary
  details and work towards a reasonable resolution.  I'll be closing this
  ticket to allow the appropriate folks to take it from here. Someone will be
  contacting you within 2 business days. Thank you! 

  Customer Answer

  Date: 06/21/2024

  [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.
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/11/2024

  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.

  May 5th, my wife and I had called the hotel to tell the manager we were still staying, and that we were going to be coming to pay room we were on last job for work be a little late. 1 day an 1 1/2 late, another 30 min. About 45 minutes late at work, called power company had the road closed for 45 minutes pulling power lines dangerous, where we finish our job. We called again, asked to run our card & then check in at desk she couldn't. Manager lady asked how much stuff is in our room, not much clothes, 1 computer. She stated the maids won't want to clean and said this is not an extended stay. Then if we were late next time would not be leaving. The next day we was online making our payment early. Total due $69.91 lower with used redipoints I earned. Entered my credit card amount then hit button "CONFIRM PAYMENT" did not say pay at the property, nor say amount due now $0. Then I got a confirmation page I had no reason to think it was not paid. I checked my account amount changed like always had $4 left. After work went desk to sign the paper as the previous days, the lady (supposed manager) said my room wasn't paid. I checked my account and the money was now on there. I showed her my confirmation, she says it only reserves the room. I explained payment was confirmed & not in my acct. She says we can stay that night, but morning we leave w/DNR I find email of that morn. & another email stating a change had been made on my reservation that afternoon? I didn't make any changes to my reservation. The lady at the desk made the change. I contacted the guest relation line to resolve the issue, who forwarded the complaint to the manager of the location. We received email guy we never seen, lady said she was manager. All he did was repeat due to too late payment.
  May 2nd $93.05
  May 3rd $84.70
  May 4th $99.88
  May 6th $123.38
  May 6th $90.93
  May 6th $82.27 reserved $69.91
  Policy nothing of coffee area out of service,
  broke elevator, or that everyone must leave for maid.

  Customer Answer

  Date: 06/14/2024

  Here is what our room looked like, to show we didn't have very much stuff for the comment from the manager at the desk. The maids didn't clean our room after the first time either, like the manager said they wouldn't do to the amount of items in our room.

  Business Response

  Date: 06/21/2024

  Hello ******. Thank you for contacting us via BBB. I located your Guest Relations case filed with the Red Roof corporate office on 5/8/24. As you know, the lack of timely payment was a cause of the concern for the hotel operator and they reserve the right to refuse service in such cases. As a result, your Guest Relations case has been closed and I'll be closing this case as well.  Thank you.