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. has 499 locations, listed below.

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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

• 

  Admiralty Inn & Suites - a Red Collection Hotel

  51 Teaticket Hwy Teaticket, MA 02536

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:06/10/2024

  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.

  Me and my old lady spent two nights at the red roof inn in Jacksonville Alabama 6/2-6/this year, the 1st room had a tub drain problem so they put us in room 119 instead of 120, Monday night after 11 pm, these guys tried to make entry into the room, then the front desk called+ woke me up+ wanted personal info about me, I had a restless night over this, I contacted the corporate office and they act like it's no big deal, I got an email while ago by Madison V that tried to close out my case which is illegal action, this issue isn't resolved unless I approve of it, that's not up to her to decide that, I sent an email back wanting her supervisor's name and office number, so far, no reply, what's the use staying at the red roof inn if this issue isn't resolved? It was the worst $175+ I ever spent, this is proof that they can't handle being confronted with a problem, FYI I'm the victim here,not the perpetrator

  Customer Answer

  Date: 06/11/2024

  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 Dispute Resolution Services. We appreciate the patience and understanding of the parties. 

  
  

  Complaint Type:
  Service Issues
  Service Issues
  select
  Problem:
  Me and my old lady stayed here from 6/2-6/4 this year, we originally got room 120 but had to change it because of a tub drain was wedged, so they put us in room 119, this one had no drain plug, so front desk had to give us a rubber one, which barely worked, things were going well until Monday night after 11 pm someone tried to make entry into the room, then the guy from the front desk called and woke me up and was wanting to know who I was and what I was doing in the room + kept asking me more than once what my name was, he never identified himself and didn't even apologize, because of this I had a rough night, if I knew this, I would of stayed elsewhere, I'm not causing any trouble, I'm just a victim, not a perpetrator
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  Contact by the business; More points would be greatly appreciated ; An apology from the guy that called our room and an apology from the owner

  Business Response

  Date: 06/21/2024

  Hello *****. Thank you for reaching out. I see you filed a formal case with the Red Roof Guest Relations team on 6/4/24 regarding your concerns. I'll be closing this case out as all necessary standard operating procedures and efforts have been aligned. Should you have any further concerns, please contact the location directly.  Thank you!   

  Customer Answer

  Date: 07/01/2024

  I responded back last week, as far as I'm concerned, this matter is NOT closed, it's not my fault someone didn't receive the email 

  Customer Answer

  Date: 07/08/2024

  I still didn't find what their side of the story was(defendant's resolution)

• Initial Complaint

  Date:06/05/2024

  Type:Sales and Advertising 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.

  Reed Roof Inn ******* *******. Worse experience, simply unimaginable. (Lazy Boy Arm chairs in the hallways, the bad is full of urine under the sheets, writing on the walls in the room, filthy tub, shower curtain falling off/broken, faucet leaking in kitchen, toilet leaking all over the bathroom floor, cabinets full of dirt, 1 bed broken, had to support it with a chair under it, other bed heavy soiled with urine). This hotel should not be allowed to operate. The nightly rate during Masters were $380. The room looked like it was permanently occupied by someone or a group of people and they were temporarily moved out for the weekend so it can be rented for premium price, or possibly this room is rented for an hourly rate on a permanent basis. This is only a speculation, we have no proof how this room got into a condition of beyond words to describe. Re**rdless what the history and reasons of the foul, filthy condition, management/ownership is lacking the ethical and moral characters of hospitality principles to provide a guest with a clean room. It is beyond unfair and unacceptable to put someone in a health risk of having to sleep in another persons urine. Never seen anything like this in real life, not even on TV. I am sure the response from management / marketing firm for this review will be the usual as you see bellow, encouraging to take the survey so they can improve.... also the door was missing the MAx Room Rate sheet required in the industry in most States. I can provide pictures and a video.

  Business Response

  Date: 06/20/2024

  Hello ****. I apologize for your experience. It doesn't appear that you have filed your concerns with the Red Roof corporate office. This is the recommended course of action in directly address your feedback and help align a reasonable resolution. I have forwarded your contact details over to the Guest Relations team and someone will be reaching out to your within 24hours. Thank you! 

  Customer Answer

  Date: 07/03/2024

  [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: I have not been able to talk with customer service complaint department. I received a call but I did not have my reference number as I was not at home. No further follow up was actioned by R.R.I.

  We called back, was on hold for about 30 minutes and ended up leaving a message with the reference number. I am attaching some pictures of the condition this hotel rented its room. No human should ever have to spend a night in such condition. Urinated, broken bad, dirt and filth... This hotel knowingly rented out a room in this condition during Masters week for $300/night.  The hotel seemed to have 2 wings, one was nicer, the other one run down, looked like permanent/long term (extended stay?)  residence, with couches and armchairs in the corridors. This room looked like it was previously occupied by fealty people, or perhaps was used for an "hourly" rate for "adult" experiences. We have no proof either, but have never seen anything like this. Will be following up with the ** board as well. 

  For additional pictures you may view our Google review at the following link under **** *****

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

   

  
  Re**rds,
  
  
  
  **** ******

  Business Response

  Date: 06/03/2025

  Hello Reka,

  
  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? What is the property name and the confirmation number if you have it available?

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

  
  

• Initial Complaint

  Date:06/04/2024

  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 booked a hotel stay at ************ Plus ******-****** ************* on April 26 2024 for 4 nights check in on Thursday 5/23 and check out on Monday 5/27. Our plans changed and I called customer service to modify our reservation because their website was not working. I changed our reservation to only needing 2 nights arriving Friday May 24 and check out on Sunday May 26. We were billed for a reservation that I did not make for one night Thursday May 23 to Friday May 24 we did not arrive until Friday May 24. I called the hotel direct and the manager told me not his problem and to take it up with corporate, I have talked to several different people at complaint center. They even reviewed my phone phone conversation agreeing that I changed the reservation from 4 to 2 nights. They said customer service is not at fault and its up to the hotel itself to issue refund.I changed my reservation well within the allotted time and I didnt book Thursday into Friday night, They charged my credit card without my knowledge of the extra night. I was never emailed a receipt for my stay either

  Business Response

  Date: 06/21/2024

  Hello ****-  I sincerely apologize as I see you have been working with the Red Roof Corporate Guest Relations team and have not had an acceptable outcome. I believe there was some confusion as you had 2 reservations for the stay and when you called in, only 1 was modified. I'm investigating this further and can assure you that someone will be in touch with you within 2 business days. Thank you in advance for your patience.  

  Customer Answer

  Date: 06/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21804024
  
  I am rejecting this response because: 

  I only ever made 1 reservation originally on April 26th 2024 for 4 nights, Thursday May 23 through Monday May 27 for 4 nights. Our plans changed so I called May 16th to modify reservation from April 26th 2024 to only needing 2 nights Friday May 24 through Sunday May 26 for 2 nights.

  I have attached the email response from Red roof that red roof it states that i changed dates and correspond to the dates i have given. I never, again I never made two reservations. 

  I do not know why I had two reservations. if you look at the emails I received that I have attached the confirmations are from the 24th. clearly an error on red roofs system 

  I did not make 2 separate reservations.

  Why don't you look in system and see when the one night reservation was made I never made two reservations. If the reservation times and date match with when I called in why would I make 2 reservations that just doesn't make sense there is an error in your system or the customer service person made an error period. I did not make 2 reservations!

  Look at the reservation number from original compared to 1 night stay reservation they are the same. Red roof customer service rep must have made new reservation and never cancelled the original after trying to change it and could not I don't know I never personally made more than 1 reservation.

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

• Initial Complaint

  Date:06/01/2024

  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.

  Red Roof Inn Walterboro SC $89! Dead roaches, dirty pillows and towels! We took the dirty pillow up to the office and it took 10 minutes to get it replaced. Then back in the room we noticed 2 dead roaches on the floor, dirty towel and washcloths. We had not unpacked so we immediately drove back to the office and said we couldn't stay in that room and requested a refund. The manager refused! She had our dirty towel in her hand! This was over a 20 minute timespan. I would have taken pictures but the office had both the towel and pillow and we kicked the roaches out the door so they are right in front of the door. Manager says there can't be dead roaches we just sprayed in there! So now she admits there are toxic chemicals in there too! And wouldn't you expect dead roaches if you sprayed in there??

  Business Response

  Date: 06/20/2024

  Hello *****- Thank you for reaching out. I see you filed a formal complaint with the Red Roof Guest Relations Team. I'm currently reviewing the case details and will be in touch ASAP. Thank you! 

• Initial Complaint

  Date:05/29/2024

  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.

  We made a reservation to stay at the Red Roof Inn, *************** for 5/24/24. Very recent reviews on their website mentioned a bedbug problem at the hotel. Upon arrival, we asked the two front desk attendants if they had bedbugs in the hotel. The answer was "not in every room". She then offered to show us 3 rooms that we might consider staying in. The first room had gnats flying and landing on us and a leaking ceiling. The second had dead bugs and droppings under the top of the mattress and on the floor under the head of the bed. The third room was equally "infested". We chose not to stay at this hotel. Management refuses to refund our nightly rate as he feels we did not follow their cancellation policy.

  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 your email
  and phone number? What is the property name and the confirmation number if you have it available?

  
  Thanks!
  *******
  Guest Relations Escalation Specialist

• Initial Complaint

  Date:05/26/2024

  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.

  05/26/2024.
  
  the evening of 5/26 /2024 my toddler showed us a bug in the room. We went and look at it It was a ROACH!!!! Leaving the room and heading to the lobby. IT WAS ANOTHER ROACH ON THE RAILING IN THE HALLWAY. We took the roach we killed from the room , showed videos from the room and videos of the roach in the hallway .
  We showed the dead roach and the videos of the roach crawling up on the headboard to the front desk attendant then asked to speak to manager the women at front point and said the manager is sitting over there. I politley approach manager. Manager went straight to being combative blaming other people for bringing roaches in the their luggage's.
  Also blamed me for being disrespectful to his staff and him. Which was all a lie. THE MANAGER HAS NO CUSTOMER SERVICE SKILLS!!!!
  There was no empathy , No way of making this right for me a paying customer. In addition to that, the manager also accused us of making the report LATE!! mind you we discovered the roach 5 mins before we went downstairs to make a report of the roaches. ( I WILL POST THE VIDEO STATS : TIME STAMP AND DATE OF RECORDING)
  The manager was upset and kept on accusing people of bringing in roaches in their luggage in the hotel. He did not offer to give us a refund or try to resolved the issue. He only offered to send some one to come up and spray the room.
  
  IMPORTANT TO MENTION.
  On the same day in the morning of 5/26/2004 we were heading out to **** for breakfast we heard a Hispanic woman and her kids complaining about seeing two roaches in her room !!!)
  IT IS OBVIOUS TO US, NOW WE HAVE EXPERIENCED ROACH IN THE ROOM IS IN FACT NOT AN ISOLATED INCIDENT.
  TWO DIFFERENT FAMILIES HAVE ENCOUNTERED ROACHES IN THEIR ROOMS. THIS IS INDEED AN INFESTATION OF ROACHES. THEY ARE BREEDING IN THIS LOCATION AND IT IS UNSANITARY AND CAN CAUSE HEALTH ISSUES FOR PEOPLE WHO ARE STAYING HERE.
  I NEED A REFUND!!!! LACK OF EMPATHY AND SENDING SOME ONE TO SPRAY THE ROOM IS NOT SUFFICE.
  .

  Business Response

  Date: 06/03/2025

  Hello Garfield,

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

  ****

  Guest Relations Escalation Specialist

• Initial Complaint

  Date:05/02/2024

  Type:Facilities 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.

  Hello, I booked a room for Check in
  Wed, May 1, 3:00 PM
  Check out
  Sun, May 5
  **************
  To begin with the room was dirty not even clean. The I was being followed from someone staying there. I went down to my car and they were watching me. I ended up leaving 5 mins later and the car continued following me. I was told not to go back to the hotel. I then contacted the ******* and they contacted the hotel. The hotel said to call back the next day. I did and the manager was very rude and would not do anything. They finally ended up refunding me 2 out of the 4 days. I checked in and was there for less than 5 mins and had left. I would like a full refund as this was unsafe and not cleaned. This is not fair to be treated in this manor from a manager. Plus a unsafe enviornment. The manager said I needed to call them and let them know what was happening and I was like no my safety was more important and I called after the event. Called corprate and they would do nothing about this matter.

  Business Response

  Date: 05/14/2024

  Hello ******. It looks like you have an existing case filed with the Red Roof Corporate Guest Relations team. They sent you an email on 5/13 containing a resolution attempt, which it appears you have declined. I'm saddened that we weren't able to reach an outcome that you were satisfied with. I will be closing this case as all standard operating procedures and attempts to resolve were executed directly by the corporate team. 

  Customer Answer

  Date: 05/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21660425
  
  
  
  I am rejecting this response because: Why would I want points to a place that is nasty and scary. If you can offer me 17,000 pints why cant you just refund me. This is not fair at all. You consider the matter as closed as the resolution is good for you but you dont care about the customer. 
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 06/21/2024

  Hello ******! I see you filed a formal complaint with the Red Roof corporate Guest Relations team on May 2nd for the reservation you booked via the 3rd party *******. According to my records, we've worked with you to attempt to align a reasonable resolution which you have declined. As a result your case has been closed.  Should you wish to seek further resolution, please contact the location directly as we've exhausted all efforts to assist. 

• Initial Complaint

  Date:05/01/2024

  Type:Facilities 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 hotel was filthy dirty, reeked of marijuana. Never cleaned room or gave us clean towels or toilet paper when asked. Loud music playing 24/7. Had to pay a maid for extra towels. Smoke detector was hanging from wall. Bathroom light was hanging out of ceiling. Drain in shower was broke.

  Business Response

  Date: 05/02/2024

  Hello ******. I see you've opened a Guest Relations case with the Red Roof corporate team on 4/25 where an offer was made which you declined.  I've escalated your concerns internally and someone will be reaching out soon. I will close this complaint to allow you to work directly with the appropriate folks. Thank you!  

• Initial Complaint

  Date:04/23/2024

  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 have roachs in the rooms and if someone says anything to them they call you a scammer i woke up with a few in my bedthey also don't clean the rooms I called the manager she refused to listen and ignored me

  Business Response

  Date: 05/14/2024

  Hello *******! I see you filed a Guest Relations case with the Corporate Red Roof team who attempted to align a resolution and directly address your concerns. According to the system notes, you were offered compensation which you declined at the time. As a result, the case was closed on 4/24/24. Since we've attempted to work directly with you and offered the highest form of resolution, I will be closing this case as well. 

  Customer Answer

  Date: 05/21/2024

  Ther gave me a 40$ refund went I spent more than 200$ I didn't pay to wake up to roaches I paid for a clean place to stay 
  

  Business Response

  Date: 05/24/2024

  We're so sorry we weren't able to reach a resolution that you are satisfied with. After following all standard operational procedures, the Guest Relations case is closed at the corporate level and any further concerns should be addressed with the property directly.  

• Initial Complaint

  Date:04/15/2024

  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.

  My procession were stolen out of my room 225 at the Springfield,Mo. the Owner said after viewing the security footage that only the housekeeper and I entered the room. I left Sunday 4/14 to stay with my husband in the hospital. Upon returning my room was cleaned and all my possessions were gone. Housekeeping said it wasn’t there when she went in to clean. I filed police report on 4/15/24. The owner was of absolutely no assistance. He could have cared less.
  What a horrific feeling returning to your room, nothing was there to proved you stayed in that room. Out of town, I had no clothes, personal hygiene products, absolutely nothing to check into another hotel. Stay away from the Red Roof Inns.

  Business Response

  Date: 05/01/2024

  Hi *****! I'm sorry to hear of your less-than-ideal experience. We have a dedicated team of Guest Relations specialists who are able to assist in matter such as this to help you file a formal case where we can work with the property towards seeking potential resolution.  I've provided all of your details to that team and someone will be reaching out to you directly.  I'll be closing this case in order to proceed with the corporate office which offers the highest form of resolution support.  Thank you! ******* (Manager of Guest Relations) 

  Customer Answer

  Date: 05/11/2024

  they made no restitution for the loss of my possessions. They did apologize but the the emotional tizzy of coming from an emotional fill day of husband and his heart attack to find all possessions gone!!!I was scared and the owner was not helpful at all. I was a wreck. I had to find another motel. Exhaled and scared….a written apology from them is not enuf  restitution to replace my possessions would help  

  corporate 
  
  
  
  

  Customer Answer

  Date: 05/21/2024

  Why wouldn’t the owner allow me to look at the footage?  
  if he didn’t see anyone else but the housekeeper and me, it’s pretty obvious who took my processions. 
  

  Business Response

  Date: 05/24/2024

  The property is not liable to share their security footage for the safety and security of other guests; this is a known industry standard which is not isolated to Red Roof. You're welcome to file a police report and if the authorities request the footage the property would work with them accordingly.