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

• 

  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:04/10/2024

  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.

  To whom it may concern,
  I am writing to express my extreme dissatisfaction with my recent stay at Red Roof. As a guest, I expected a safe, comfortable, and respectful environment, but unfortunately, my experience fell far short of these expectations.
  1. **Safety Measures and Violent Behavior: Despite the property's claims of implementing guest safety measures, I encountered aggressive and violent behavior during my stay. The owner and their brother entered my room without permission while I was away, which is unacceptable. I felt harassed and unsafe, especially as an unaccompanied woman seeking refuge from domestic violence at home. Inadequate Heating and Blankets: When I complained about the cold, I was told to use the thermostat and "deal with it." However, there were available blankets that could have improved my comfort. Dismissing my concerns about basic amenities was both unprofessional and inconsiderate. Lack of Professionalism: The property host/manager's behavior was unprofessional. I felt constantly dismissed unless the general manager was present. Customer service should be consistent, regardless of who is on duty. Sanitization and Cleanliness Issues: The property's claim of following SafeStay (AHLA - USA) sanitization practices is misleading. I encountered ticks, spiders, and eggs in my room. Commonly-touched surfaces were not adequately cleaned, including fecal matter in the bathroom grout/shower, and mold in the HVAC system. Personal Protective Equipment (PPE) and Social Distancing: Staff members did not consistently wear masks, and their personal attire was washed on-site. Social distancing was not maintained, particularly when staff members were angry. Price match per Priceline $39, was denied. Given the severity of these issues, I am formally requesting a full refund for my stay.
  
  Sincerely,  

  Customer Answer

  Date: 04/11/2024

  RATES FROM 03/18/24 TO 04/11/24

  $79+TAX

  $61+TAX

  $67+TAX

  
  

  PRICELINE ADVERTISEMENT FOR $39 NOT HONORED (FALSE ADVERTISEMENT FOR RED ROOF REDIREWARDS AND POINTS IN THE AMOUNT OF $X10 DISAPPEARED MYSTERIOUSLY AND NOT APPLIED

  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:04/09/2024

  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 reserved a room at the Home town Suites in Concord NC for March 15th-17th, 2024. Upon check-in and arrival to our room, I noticed strong odors and filthy conditions. Mold around the window and a/c, dirt, hair and grime all over the floors, dirty linens, and signs of bug infestation etc.
  I was not going to have my family, to include a 5 month old stay in this room. We immediately returned to the front desk, where we were told that nothing else was available. I told them to cancel my reservation and refund my money, as there was no way we were staying in that filthy room.
  I have tried diligently, numerous calls, emails,.to the Gen manager of the hotel, as well as my cc company, to get this issue resolved and refunded, but the manager will not take our calls or respond any emails.
  It has been almost a month, I want my 200 + money back!

  Business Response

  Date: 04/18/2024

  Hello ********! I don't see an existing case within our system for your concerns. At Red Roof we have a dedicated Guest Relations team who can assist you with creating a formal case and seeking potentially reasonable resolution. I've provided them with your details and someone will be calling you shortly. If we're unable to reach you via phone, we will also reach out via email so please check for our correspondence. We look forward to working with you to address your concerns.  

  Customer Answer

  Date: 04/20/2024

  I was never given the opportunity for a new room. I should not have to pay for a night in a hotel that I never stayed in. It also took a month to resolve this because the manager would never answer or respond to messages. 
  

  Business Response

  Date: 04/30/2024

  Hello ********! I see you filed a formal complaint with the Red Roof Corporate office on 4/18/24 and the case has since been closed as a resolution was aligned in the form of a partial refund. This was processed on 4/19/24 and could take a few days for the funds to appear back to you.  At this time, we consider this case closed as the resolution was deemed reasonable.  Should you have any further concerns, please work with the hotel directly.  

• Initial Complaint

  Date:03/27/2024

  Type:Billing 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 got a job in Columbus, OH end of October 2023. I made reservations to stay at the Home Town Suites in Westerville Ohio on Quarterhorse Dr. I was told by a friend that they didn’t allow pets. My reservations were for October 29 for 2 weeks. I had to be in Columbus on Friday October 27. so I physically went to the hotel and canceled my reservations. I was told there was a $56 charge for canceling. I wasn’t getting my credit card statements because I had a P.O. box that I canceled and didn’t know I had to put a change of address. I called my Credit Card Co. to get my past statements. That is when I noticed that they had charged my credit card four weeks. I contacted the hotel and they said I had to dispute it with my card co. My card co. wants me to send them verification that I canceled. I dont know if I didn’t receive anything from them or if I misplaced it. I also called Redroof Inn Headquarters and they sent an email saying my reservation was never cancelled.

  Customer Answer

  Date: 04/05/2024

  Attached are receipts from the campground I stayed on during the time hometown suites claimed I stayed at there property 

  Business Response

  Date: 06/04/2025

  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 Specialist

• Initial Complaint

  Date:03/25/2024

  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.

  These pictures show the filth I stayed in at their hotel in Dallas Texas. They didn't even have a smoke detector in the room. Holes in the walls. The shower looked like a crime scene. And the front desk person was missing in action. Would anyone pay to stay in such a disgusting place????

  Business Response

  Date: 03/28/2024

  Hello ****. It looks like you have an existing case with our Red Roof Guest Relations Department. I've investigated the case and have escalated your concerns to the District Manager. I'll be closing this case out to allow our dedicated team to handle moving forward.  Thank you! 

• Initial Complaint

  Date:03/25/2024

  Type:Product 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.

  I tried to stay at the red roof inn March 19 2024. I called the number online and it was a help desk. Before I paid I asked if when I got to the hotel if a picture on my phone of my ID would be acceptable. They said yes not a problem. So I paid for the hotel room and made the reservation it was 98 and some change plus 1599 for the booking. When I arrived at the hotel the guy at the desk asked me if I was the guy that the help desk called about. I said yes I'm ready to check in he said well we need your actual ID not a picture of it and I told him I didn't have that that's why I verified it first he told me that I could not stay in the hotel and that I was not being refunded any money. So I called the help desk again and notified them to as what was going on they informed me there was nothing they can do about it, denied me a refund, So I tried disputing it with my payment methods through cash app. They hotel told them that I wouldn't pay the deposit fee and for some reason believed them and denied me my refund also. This is completely not true the total of the room was $98 and some change plus $15.99 for booking ,the deposit which nobody ever told me about I found out was 25 bucks,why would I pay $115 for by the way not a very good hotel and not pay the $25 deposit fee , they're lying and they stole My money. I never stayed in that hotel I never received goods or services I was told ahead of time that everything was good to go and now I'm out the money. I don't believe I was treated fairly by any of the parties in this and I just don't know what to do but I don't want this to happen to anybody else. I still have the booking number on my email total prices of everything. What made this a little worse is that I've been struggling over the past year and haven't had a place to stay, a buddy of mine sent me money so I'd have a bed to sleep in for the night, needless to say I didn't get to sleep in a bed that night me and my dog had to sleep in the woods again.

  Business Response

  Date: 03/26/2024

  Hello *****. I see you have an existing case with the Red Roof Guest Relations Team. After reviewing the case and subsequent details it seems your case was closed on 3/23. The findings concluded that the hotel was willing to accept the photo of your ID as a curtesy but you had refused the required $25 refundable deposit.  Without funding the deposit, the hotel cannot provide service as stated by the 3rd party, Priceline, which you booked with. Should you have further concerns regarding billing, please contact Priceline directly.  Thank you! 

  Customer Answer

  Date: 03/27/2024

  I had 25 dollars, why would I give up my 114 dollar room over 25 dollars, I hadn't slept in a bed for over a year and thanks to red roof inn, I didn't that night and I'm out 114 dollars, I can see they are not trying to make this right,. Because of this particular hotel, I will never stay at any hotel affiliated with the Red roof inn again, and I won't be saying good things about it . 
  
  

• Initial Complaint

  Date:03/20/2024

  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.

  On March 15th I checked in to red roof Louisville East location. Needed something quick. Upon entering the room I noticed sheets were stained, did not think much of it. Minutes later I noticed a small bed bug. I killed it, got up and checked out. I was refunded deposit and was told to call Expedia so they could call red roof for refund. Upon doing so, Red roof manager (5 days later) named ******, refused to honor the earlier promise from desk clerk. I am seeking full refund as I did not stay even a full hour and was put at risk of carrying home bed bugs!

  Business Response

  Date: 03/26/2024

  Hello ***! I'm sorry to hear that your concerns haven't been resolved thus far. We have a team of dedicated Red Roof Guest Relations agents who offer the highest form of escalation and can assist you in seeking potential resolution.  I've provided them with all of your details and someone will be reaching out by phone soon. If they are unable to reach you by phone, an email will be sent.  I will close this case to allow us to work together directly.  

  Customer Answer

  Date: 03/27/2024

  I am still getting push back from the manager at the red roof. I am seeking a refund and they are still challenging it even though they see my checkout was within 30 minutes! 
  

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair 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 March 1st to March 3rd I booked a stay at a local Red Roof Inn at 950 Eisenhower Blvd in Harrisburg Pa. Then on March 2nd I booked through the front desk to extend to March 4 th 2024. The King size bed I was in. Sunk in on both the left and right side. Making it extremely difficult for me to fall asleep. At first I noticed holes in the blankets. Dust everywhere. No security catch for the SECURITY LATCH. Et al. I have photos as video. On 3/3/24 had a friend take me back to motel ( I'm a local). So she can witness the bed sinking in. And take a picture of me sitting on the edge. It wasn't until I pulled off all the sheets. Where gagging began. The mattress is the MOST DISGUSTING mattress I've ever seen. And I freaking laid on it. With the stained sheets provided. Had to sleep on floor. And I have an extremely bad back. I asked for a full refund from both booking.com as Red Roof Inn Corporate. Only to receive a " back and forth " run around. Attached to this. Is my MRI results of my back. Reason why I'm on social security disability. I'm asking for every penny I spent at Day Inn from March 1st 2024 -MARCH 4th 2024.

  Business Response

  Date: 06/04/2025

  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 Specialist

  Customer Answer

  Date: 06/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] Never appears to side with the customer. When we run any business. Franchise or not. Especially a motel or hotel. It should meet every comp standard. This place fails in every aspect of customer satisfaction 
  
  Complaint: 21386623
  
  I am rejecting this response because: 
  
  Regards,
  
  *********** *******

• Initial Complaint

  Date:02/25/2024

  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.

  Stayed at Red Roof Inn Milwaukee. Came in around midnight Friday night (2-23) coming into Saturday. I made two reservations separately because my plane changed, and asked if there would be any issue if I stayed in the same room two nights. They said no problem. They did not state anywhere in this verbal interaction that I would need to check back in the next morning to keep the room. I believed our discussion had already covered this, as it has at many other chains.
  
  While I was visiting my child who is currently in treatment at medical treatment at the local ****** facility, my clothing, headphones and toiletries were disposed of without so much of a phone call asking if I left them purposely. I left the room at 11am Saturday morning and returned around 8pm.
  
  The employees at the facility claimed that, even if it looks like clothing and luggage has been left, their policy is to dispose of every single item in the room. I have never heard of such a thing. In fact many hotels have lost and found, or even offer to ship things you left to you if you cover shipping. Not here. They threw away (or employees stole) my clothing, toiletries and electronics and have offered literally nothing.
  
  Both Red Roof Inn, **** whose customer service ID I have, and the third party booking service refuse to refund my stay.
  
  Because they threw away over $400 in items I at least asked to have the piddly charge for the two nights, which was much less, as some kind of consolation.
  
  Milwaukee police were also there both nights and the Sunday morning of my stay. This place is dangerous and uncaring. The worst hotel experience I’ve had in my 34 years of living and I’m usually very easy going and will look over the small stuff so long as a room is mostly clean.
  
  I could never in good conscience recommend a single person ever stay here, both for safety and because their personal items are at risk if they are hurt or stuck in traffic.

  Business Response

  Date: 02/27/2024

  Hello ******. Thank you for reaching out. I see you've filed a guest relations case (********) with the Red Roof Corporate team which is pending. I'll be closing this complaint to allow our corporate team to work with you directly to address your concerns.  Should you wish to receive an update on your pending case, you're welcome to contact our team at any time. 

• Initial Complaint

  Date:02/23/2024

  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.

  Member Number:
  
  **********
  We checked into room and immediately went to front desk and checked out due to Roaches, They said they understand and canceled our stays, And told me it would take a few days for the refund to credit it is now 2-23-2024 and still nothing. I got bill for a whole weekend and we were not even there five minutes. I am very upset. I have been calling them and even emailed the manager that is never available. Please help me to get my money back. This is not right!
  Thank you ****** *********
  I took photos on my phone that i do onot have on a computer. I was not alone and others seen this infestation.

  Business Response

  Date: 03/04/2024

  Hi ******! I see you have an open case with the corporate Guest Relations team.  Myself and the team are more than happy to assist you in seeking resolution and have reached out to you directly, leaving a voicemail and sending an email.  Please don't hesitate to follow-up with us via email or phone. I will close this case allowing us to follow our standard process to align a resolution. Should you need anything at all, please contact the Guest Relations department.   

• Initial Complaint

  Date:02/20/2024

  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 the Red Rood Inn East at 4035 Mount Carmel Tobasco Road, Cincinnati, OH, from 2/16/24 to 2/18/24. While lying in bed both nights, I found a tick crawling on the sheet across my chest. The first tick I killed and red blood squirted out onto the sheet! I captured the second tick live, took videos of it, and gave the live tick to the front desk when I checked out! I'm so incredibly disgusted by this hotel! The Roach Motel! I am a Reddy Rewards member and have stayed at Red Roof Inns for over 40 years! Their pet policy is problematic, especially when they don't clean the room well! It's the middle of the winter and the temperature outside was in the 20s. Ticks are not out in the middle of the winter! A big crack is under the outside door, but ticks are not out in the winter! No one wants to get Lime disease from staying in a hotel! I would have checked out after the first night, but I had a busy day, and the hotel across the street, which is a nicer hotel, was booked up! I wanted to be in the area for convenience. This area needs more nice hotels. The Roach Motel is not desirable!

  Customer Answer

  Date: 02/21/2024

  Hi, I filed a complaint, complaint number ********, for ******** *****. And it wasn't on ticks and, actually, it's bed bugs. So, I need to change that, and, actually, the hotel, his refund, me, my money. And they are taken care of the situation, So I really could just get rid of that comment. So, give me a call, You can call me anytime banks, my phone number, ###-###-#### ******** ***** Thank you.

  Customer Answer

  Date: 02/22/2024

  Consumer emailed BBB that the business has taken care of her by refunding her money.