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.

  111 E Nationwide Blvd Columbus, OH 43215-2500

• 

  Red Roof Inns, Inc.

  4055 Jackpot Rd Grove City, OH 43123-9739

• 

  Red Roof Inns, Inc.

  1221 E Dublin Granville Rd Columbus, OH 43229-3301

• 

  Red Roof Inns, Inc.

  605 S Front St Ste 150 Columbus, OH 43215-5809

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:02/19/2024

  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 checked into the Red Roof Inn in Wythville, VA for a quick 5 hour stay to get some sleep while traveling. When I arrived, it took them almost 45 minutes to find me a key card to get into my room. Once entering my room, I noticed that the bathroom mirror had dirt and toothpaste on it. The bath tub was dirty and so was the bathroom floor and toilet. There were dead bugs under my sheets, there were cobwebs all over the curtains and the floor in the bedroom area was absolutely disgusting. I did not ask for another room because at this point it was already midnight and I didn’t have the time to wait for another room. I had to get up at 5am to continue my trip. I woke up to my butt cheeks bleeding from big bug bits and it was abdurd. I complained but was never even offered my money back. No one should have to sleep in a room of filth. I have photos if needed for your records! I tried to add more photos on here but it will only let me add a few.

  Business Response

  Date: 02/23/2024

  Hello *****. I appreciate you reaching out to us. I've sent your details internally in order for a guest relations case to be filled with the Red Roof Corporate team.  I will close out this item and someone will be contacting you via phone/email within 48 hours. Thank you! 

• Initial Complaint

  Date:02/16/2024

  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 checked in at the Red Roof 10 Rowe Ave, Milford, CT 06460
  Phone: (203) 877-6060 on 2/9/24 to attend a show that was in the area When leaving the room to attend the show we had trouble closing/locking the room door. Called the office and they told us the "trick" to get the door to close using the key. After attending a show with friends and returning to the room to sleep we discovered that the heat did not work at about 1am. Called the front desk and was given instructions on how to get the heater to work with no avail. Called the desk and got no answer so had to go to the front desk in the cold in February to get help. when I go to the desk the man tells me that we need to switch rooms because the heat does not work. We change rooms at 1am. When I went to check out, I was telling the front desk person about my horrible night and informed them that I would be contacting corporate to voice my complaint. I get my bank statement and find out that I was charged a fee for smoking in the room which is completely false. The employees are very sketchy because I never lit a flame in that room let alone smoke. I told the manager ***** to look on the cameras we left the room SEVERAL times to go smoke but I guess the cameras missed us. Employees are NOT trustworthy people if TWO of them verified that there was smoking in the room.

  Business Response

  Date: 02/19/2024

  Hello ********! I investigated your reservation and found a Guest Relations case you filed with our corporate office on 2/14/24. I apologize for the issues that caused you to changes rooms, however it seems the concerns prompting the complaint are regarding a violation of the hotel's no smoking policy.  Management reviewed the camera footage and those findings plus the in-room evidence were concluded to support that a violation took place.  In good faith, the property manager removed the smoking fee from your invoice on 2/16/24. Following that curtesy gesture, the case was closed on our end. It can take up to 10 business days for you to see those funds back on your account. Please check your statement after the appropriate amount of time and let us know if there are any issues. Thank you!

  Customer Answer

  Date: 02/20/2024

  I appreciate the refund because God knows that I did not smoke in that room. There is no way that anyone looked at the cameras and would say that we smoked in the room. I’m appalled that as a customer I had to go through all of this after not being satisfied. I guess that was the employees way of telling me that they don’t like my attitude. I will NEVER stay at a Red Roof Inn again and I will most definitely be telling my friends family and colleagues about my experience! Thank you 
  
  
  

• Initial Complaint

  Date:02/12/2024

  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.

  This was last night. Checked into room door would t lock they did nothing the. Came time to take a shower no hot water they did nothing front desk clerk and manager was arguing on the phone in fro t of.me. I ask for a refund that was t an option

  Business Response

  Date: 02/23/2024

  Hello *****. We have received your comments and will be contacting you directly in order to file a formal guest relations case with the Red Roof Corporate team. Please expect to hear from us via phone or email within 48 hours. Thank you! 

• Initial Complaint

  Date:01/29/2024

  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.

  RE: my reservation at the ********* *******, in which I used 7,500 points from my Red Roof account (# 0014586705): At 5:45pm, EST, on 11/25/23 I checked in. The person at the desk did the paperwork and gave me room keycards.
  
  In the room I found that the television was not working. When I turned on the TV, the screen showed "NO SIGNAL". I tried various channels, but got the same "NO SIGNAL". So, within ten minutes after being in the room, I phoned the front desk. The person said they have a "channel list" of those channels that are offered and that I could come to the office to get the list. I stated that there were NO channels coming in, that "NO SIGNAL" appeared on all channels I checked. The person then told me that they would put a call into the manager about the issue; and, although I requested an "expected timeframe" to hear back, none was provided. I waited in the room for a call back, wondering if they might change my room, or maybe whether a maintenance person would be coming by. While waiting, I continually tried to get a signal on the TV, but could not. There was MUCH college football on TV that day and I was looking forward to watching the games. At 7:09pm, I had not received any call back, so I went to the office, told the person that I was checking out, returned the keycards and asked if I could get a folio receipt. The person stated that there was no receipt as I had used points. I then called Guest Relations to complain; I found that this hotel had been having problems with the TV service as a "ticket" had been put in to the service provider. The hotel webpage (ENCLOSED) reads: "enjoy your favorite shows on an HD flat-screen TV with cable." But, in his email to me (ENCLOSED), the hotel manager claims, "For the record, TV service is provided as a courtesy." THIS IS NONSENSE and FRAUD. The TWO folios that I eventually received via email (ENCLOSED) indicate that my $100 deposit was returned. But my credit card HAS NOT been credited as of Dec. 16, 2023.

  Customer Answer

  Date: 02/09/2024

  Yes, my name is ***** *****, Telephone number 6, *********, calling about a complaint, number ********, I received an e-mail today about the complaint, I have a big question supposed to be. I guess it's supposed to be self explanatory, but it is not. Again, my name is ***** ****** * * * * * * * ** ** * * ** ** ** And it's regarding a complaint number, ********. I received your e-mail earlier today, Today is Friday, the ninth of February at about 1 50 PM, eastern standard, time ******* ** ** is the number to reach me. Thank you.

  Business Response

  Date: 02/09/2024

  Hello *****! I am investigating your case and will be in touch as soon as possible.  

  Business Response

  Date: 03/08/2024

  Hello Mr. ******. I apologize for any confusion and inconvenience related to your experience with us.  Please note that the $200 refund was processed on 2/12 as you confirmed.  This included the return of your $100 deposit along with a correction to an accounting error to which we sincerely apologize for.  I've attached a copy of the transaction report and assure you that no additional transactions have been processed nor will be processed moving forward.  Pertaining to your request for the loyalty points to be returned, please note that the hotel communicated with you via email on 12/15 citing that the room was used beyond the cancellation period and therefore the policy indicates that points are forfeited. Your case has since been closed. Thank you for your time and attention on this matter.  

  Customer Answer

  Date: 05/21/2024

  Yes, this is ***** ******, ***********, calling about complaint number *********. ************ is the number to reach me back. Again, this is ***** ******, ***********, calling about a complaint that I had filed, number *********. and the best number to reach me is ************* Today is May 20th at about 1145 a.m. Eastern Standard Time. You can call me as soon as you can. Thank you.

• Initial Complaint

  Date:01/17/2024

  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 am a Redi Rewards member with Red Roof Inn and have been for years now. I do business in Statesville, NC frequently and stay at the Red Roof in Statesville (1508 E. Broad St. Statesville NC) frequently as well, mostly due to their pet policy. I paid for a room at the Red Roof in full thru my Redi Rewards Membership app. Once I was there to check in, the older man at the check in counter was incredibly rude and down right hateful the moment I walked in the door. I had remembered him from before and paused on my way inside when I saw him because I was aware of just how rude he is all the time. When in the process to check me in, he then asked me for an extra $100 "deposit" but would not tell me why. This "policy" is not in the Rewards app when checking in, it is not in the confirmation email sent after paying for the room and is not labeled anywhere in the lobby physically. His only response was "I am doing my job." I was incredibly confused since I had been staying at that motel for the last 3 years and no one, I mean no one, has ever asked me for a $100 deposit. He wouldn't tell me what it was for. I told him I had a card on file and thats when he threw my ID back at me, told me he was not checking me in and that I needed to leave. When I refused to leave because I had already paid for the room, he then "blacklisted" me and said I will never be able to stay there again. All I wanted to know is why he was asking me for an extra $100 when I had never been asked for a deposit before, especially since I had already paid for the room and it is not written anywhere for guests to read.
  I left the motel and proceeded to call the corporate office who basically allowed me to file a complaint but then told me that since they are a franchise and have over 500+ motels, that nothing can really be done on their end as to any resolution. I am filing this complaint with the BBB only because my issue has yet to be taken seriously by the motel or their corporate office.

  Business Response

  Date: 01/18/2024

  Hello ******! We appreciate you bringing your concerns to our attention once again. I see that the Guest Relation case you opened with Red Roof Corporate on 1/11/24 has since been resolved and closed.  The Red Roof Plus+ Statesville location has a clearly stated deposit policy in place requiring a $100 deposit. This is refundable at check-out upon a clear room inspection. These details are outlined on RR.com, and all partner sites. While I'm not sure why you hadn't encountered this policy on your prior visits, I can assure you that the gentleman at the front desk was simply upholding the hotel policy as outlined and expected. I have also confirmed that you were not charged any monies for this visit, therefore I am inclined to deny your dispute of $115. Thank you.   

• Initial Complaint

  Date:01/13/2024

  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 Jan 5 we had a reservation for a one night room at Red roof inn we called the day of the reservation as I had an emergency and was admitted to the hospital ! I sent all the information about my admission and was charged the reservation that I did not use !

  Business Response

  Date: 01/19/2024

  Hello ***********. I see that the Guest Relations case you opened with our Corporate office was closed on 1/13/24 after escalating it internally. Detailed communication was sent to you directly. Thank you! 

  Customer Answer

  Date: 01/22/2024

   the corporate office pushed it to the manager at there business  that person did not care and marked the reservation as a no show when we called and cancel it due to a emergency situation where I was in the hospital ! This is a outrage they charge due to a medical condition and could not make it when advised we could not and sent proof of the hospital 
  

  Customer Answer

  Date: 02/06/2024

  They did not reach out to me  they sent a email prior saying they are not doing anything and the charge stands  ! Sorry but i proved I was in the hospital with cardiac issues and they can not find it acceptable to not charge me for. The night I was not there ?? 
  

  Business Response

  Date: 02/13/2024

  I sent Mr.********a direct email on 1/29/24 with good faith offer and guest did not reply. All operating procedures have been followed for internal case management.  Although we're disheartened that the guest had an unforeseen circumstance which prevented them from fulfilling their stay, the hotel has the right to enforce their cancellation policy as is standard in the industry.  

• Initial Complaint

  Date:12/31/2023

  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 December 30 at 1130pm I arrived back to the Red Roof Inn at 1660 Whitehead Court, Gwynn Oak, MD and realized that the key I had to my room was no longer active. So I went to the front desk and asked ***** the guy working there if he could activate my key. He informed me that the my name was not on the room and he would have to verify with the person who's name is on the room. My friend ****** ******* was the name on the room because he made the reservation but I am the one who's been paying for the room. He called ****** and ****** confirmed to give me a key. However ***** told ****** that he was not going to give me the key and that I had to wait for him to get back. ****** informed ***** that he was out of town and that he was not going to return for a couple of hours and again that it was ok to give me a key. Again ***** refused and informed me and ****** and that i would have to wait. After sitting in the waiting room for about 15 minutes ***** then informed me that I was not able to wait in the lobby and I would have to wait outside. It's the middle of December in Baltimore MD and the weather was 32 degrees. I waited in the cold for 3 hours before my friend ****** returned from Virginia who had original plans to come back on the 31st. I had been staying at this hotel for a week so I know that ***** has seen my face several times. I know for a fact that ***** was the working the day that I paid the extend my stay at the room. I have never been treated like this at any establishment. ***** was very rude, didn't show any concern for a customers well being, and caused my friend to cut his time short with his family all because ***** refused to do what a customer informed he to do. I thought the customer is always right. Not on this situation at all. The customer was forced to suffer cold winds and cold temperatures because ***** was not trained appropriately and has no customer service skills at all. Why he has a job working the front desk is beyond me. Who knows how many customers he has chased away or treated poorly. He could be a risk to your company and it's potential to grow. This is a newly built motel in the area and I'm gonna make sure to post a review about *****s ignorance.

  Business Response

  Date: 01/04/2024

  Hello. I located the reservation in question and confirmed that your name was not listed. At Red Roof safety and security are a top priority and as a result, our staff member upheld our policy to not provide a room key to any unregistered guest.  It's important to note that this is a standard industry practice across hotels.  Although he might have recognized you, he is not permitted to provide anyone other than the registered guest with a key as the guest could at any time decide to no loner permit your presence.  That said, I'm deeply sorry that we were asked to wait outside of the lobby as that wasn't necessary. We will take this as a coaching opportunity and I have notified the appropriate parties.  We value your feedback and wish you all the best in 2024.  

• Initial Complaint

  Date:12/20/2023

  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.

  After calling and canceling my reservation, I was told there’s no way to refund my money based on the “wording of my cancellation “
  
  I wasn’t able to check in because I didn’t have my physical credit card, I was told I wouldn’t be able to check in. I told them I understand and “ to go ahead and forget my reservation because I wouldn’t be able to check in”
  
  Still money was taken off my card without my authorization, they stated because I didn’t say the word “cancellation” that meant they were allowed to charge my card.

  Business Response

  Date: 12/22/2023

  This guest opened a Guest Relation a case with our corporate team. The case was closed on 12/21/23 when the hotel provided clarity on the cancellation policy which states: 4PM - 24 HOUR - Please change or cancel your reservation by 4:00 PM local hotel time (8:00 PM for RediReward Members) 24 HOURS prior to your check-in date to avoid cancellation penalty of first night’s room and tax, or forfeiture of points used for the reservation.

• Initial Complaint

  Date:12/12/2023

  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.

  This property took my money after I cancelled my reservation on December 3, 2023. After arriving on site they wanted me to pay an extra 50 dollar cash deposit instead of taking it off my card doing booking I made my reservation with Booking.com. after cancellation next day hotel had new management and new owner I have called several days about my money because I didn’t stay on this property. I have contacted Booking they have made me
  Wait 48hrs 3x and still nothing done about my refund this hotel just too my money and it’s not fair rather it new owners are not booking said hotel took my money but for this payment for a room booking.com took my payment all I asked them to do is refund my money.

  Business Response

  Date: 12/22/2023

  I have attempted to locate any records for the guest in question and have returned no results. I went back 2 years and was unable to find anything matching first and/or last name. This means that the consumer who filed the complaint was not the registered guest and/or had registered under a different alias and has not filed a complaint within the RedRoof Guest Relations team. I would be happy to revisit this case if the name of the registered guest could be provided. Thank you! 

  Customer Answer

  Date: 12/28/2023

  This company is lying it’s true I didn’t stay on there property because I canceled my reservation due to other reason plus I have proof that this property took my funds also I have called the hotel several times between the hours of 9-11 am to speak to
  The manager but the manger is never in. I leave messages for him to call me back but he has yet to do
  That because he don’t want to refund my money. I am
  Being mistreated on the hotel part booking.com and through you all and nothing being done about it. This company basically took my money and want give it back when I canceled my reservation the same day of December 3, 2023

  Customer Answer

  Date: 01/23/2024

  Hi I’m ******** I was checking on my complaint on RedRoof Inn

  Business Response

  Date: 01/26/2024

  Thank you, ********. Using the documents you provided I was able to locate your reservation.  The attachment above includes a cancellation request you made via Booking.com which was sent to us on 12/5/23 as the time stamping reflects.

  It's important to note that your reservation for 12/3/23-12/4/34 had the following cancellation policy attached: Cancel Policy: 4PM - 24 HOUR  - Please change or cancel your reservation by 4:00 PM local hotel time (8:00 PM for RediReward Members) 24 HOURS prior to your check-in date to avoid cancellation penalty of first night’s room and tax, or forfeiture of points used for the reservation.

  Since the request to cancel arrived outside of the policy, the hotel has the right to enforce it.  I apologize for any inconvenience and appreciate your patience while we investigated your concerns.  
  

• Initial Complaint

  Date:12/11/2023

  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.

  We stayed in the the red roof in in Westerville Ohio on 11/21/23
  We moved the mattress to try and kill a bug and found a huge puddle of blood and a big chunk of hair under the bed.
  We packed up straight away and asked for a refund at the front desk. There was a lot of resistance about refunding the room even though we had only been in the room for one hour.
  She called me the next day offering a refund.
  3 weeks later still no refund and after losing more energy by trying to talk to management I was told it was complicated because of a third party booking system. I booked and paid at the front desk. There was no third party involved.
  We are a military family and we almost never get to come home.
  This experience really damaged the connection for our kids to our home town.
  "Mama, remember when we saw all the blood in Ohio"? What happened in that room mama"......
  I can't make this stuff up.....

  Business Response

  Date: 12/22/2023

  This case has been resolved as the guest, ***** *******, was fully refunded in the amount of $82.23 on 12/11/23. The funds were issued back to the card on file. It's important to note that it can take up to 10 business days for funds to appear back in the account due to processing. Please find a copy of the guest folio reflecting the refund above.  

  Customer Answer

  Date: 12/27/2023

  I accept the business's response to resolve this complaint.