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.

close

Find a Location

Red Roof Inns, Inc. has 500 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Red Roof Inns, Inc.

  7815 Walton Pkwy New Albany, OH 43054-8482

• 

  Red Roof Inns, Inc.

  4530 W Broad St Columbus, OH 43228-1644

• 

  Red Roof Inns, Inc.

  2449 Brice Rd Reynoldsburg, OH 43068-3455

• 

  Red Roof Inns, Inc.

  5001 Renner rd Columbus, OH 43228

• 

  The Mariner Resort Cape Cod by The Red Collection

  573 Route 28 W Yarmouth, MA 02673

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: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.
  
  

• Initial Complaint

  Date:12/02/2023

  Type:Billing 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.

  On May 20, 2023 I made a reservation for four rooms to a Red Roof property in Indiana. The reservation was for a stay by my extended family related to my daughters’s nearby college graduation from May 16-20, 2014. On Nov 19, 2023 about six months after the original reservation was made I received a system-generated email that my reservation was cancelled, with no explanation. I subsequently contacted the local property and was told that the rate I had reserved was “too low” and was “an error”. Mind you, I have stayed at this particular property before and the rate I reserved was a normal off-season rate, but the property since realized there would be heightened demand due to the graduation and so suddenly my rate was considered “too low”. The local property said there was nothing they could do but that I should contact corporate who could help resolve the situation. After receiving an apology email from the local property I contacted corporate guest relations via emails and phone calls before receiving a response back indicating there was nothing corporate could do and that I should follow-up with the local property. Simply put, the cancellation of previously confirmed reservations due to “low rates” and without warning is both unprofessional, deceptive, and dishonest for a major hotel chain. Even Mr. ***** ******’s email to me felt condescending as though Ref Roof really didn’t care about the details of my case or what happened to me: “we regret that the situation has not been resolved to your satisfaction”. Mr. ******, how would you feel if you were in my shoes? If Corporate cannot reinstate the original reservations, at least it could provide a gift card or points or something as a good will gesture. What you have shown so far suggests Red Roof truly doesn’t care.

  Business Response

  Date: 12/29/2023

  Hello *******! We are investigating your concerns. Please note that someone from our team will be contacting you within 48hours. 

  Customer Answer

  Date: 01/02/2024

  the local property sent me an apology but still offered nothing to rectify the situation.  According to the local property, Corporate Red Roof was made aware of the rate issues last year but never did anything about it.  So an apology letter does nothing to prevent this situation from happening again.  Unless the local property is lying to me, the issue is with Corporate Red Roof.  Simply put, the company is not willing to stand behind its posted rates, despite originally having reservations against those rates. 
  

  Business Response

  Date: 01/11/2024

  Attempted to reach guest by phone and left voicemail. Hoping to connect and discuss resolution efforts. 

  Customer Answer

  Date: 01/12/2024

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

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Roof Inn 10/28/2023 - 11/1/2023. I discovered bed bugs in my room, I spoke to the front desk and they said the owner would contact me and I would be compensated. I heard nothing. I emailed the company, who said it's a franchise and not the company's problem. I emailed the property owner directly and they stopped replying after I told (when asked) what room I stayed in.
  I was traveling so there was no way to prevent bringing them home, although I tried.
  Bed bugs are a nuisance and it's very uncomfortable to have bites.
  The owners don't seem to care about customers or customer service.

• Initial Complaint

  Date:11/26/2023

  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 HomeTown Studio by Red Roof on Nov 9 2023, checked out on November 10 2023
  The room did not even come close to meeting reasonable expectations or honoring contractual agreement. I am seeking a full refund of $117 USD due to defraudment. These are the Facts of this dispute:
  1. The room was infested with
  cockroaches which contaminated
  our Food. Had to throw away all.
  2. There was NO hot water or any
  promised amenities, secure wifi
  3. There was ZERO customer
  support before during or after stay
  4. Worst of all HTS did NOT return
  the $50 deposit that i provided!
  I travel for work so, I have stayed at Red Roof many times. HTS Louisville wasnt just bad, it was a ridiculous rip off. I have tried every appropriate channel to resolve this issue with Red Roof Inns Incorporated directly. Denied or ignored blown off everytime. HTS WILL NOT ANSWER THE PHONE and then straight out lied to the Red Roof guest relations agent that confronted them. said that I checked out late. Absolutely false. There was no one on duty at 11am checkout time. The Office was closed. I waited 20 minutes outside for the desk clerk to walk up and unlock the door..
  The patronizing "form letter" email (attached) that I received from *********** ******, Red Roof guest relations, makes it clear they have no intention of making this right. The email states " occasionally we are unable to resolve an issue to a guest's satisfaction. We consider this matter closed". What a crock!! The agent I spoke to informed me that he has recieved many call about this place. Stealing deposits, nasty rooms, no guest support.
  In summary, I am asking the BBB to assist me in securing a reimbursement of $117 paid to HomeTowne Studio by Red Roof Louisville.

  Business Response

  Date: 12/22/2023

  Guest opened a Guest Relations case with our corporate office and our team made resolution efforts directly with the guest on 12/5/23.   

• Initial Complaint

  Date:11/21/2023

  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.

  checked into Red Roof Independence, OH on the 11/19/2023 after driving almost 500 miles, asked the staff to enforce the quiet hours from the next door guest, on which I received the reply that they couldn't force anyone to be quiet. second, wanted to take a shower and there was no hot water, only very slightly warm. They told me to change the room on the middle of the night, although they have a simple switch to turn the hot water boiler on and they lied to me that there was some problem with the hot water in that room, but when I was checking out in a few hours they DID turn the hot water on. Next day after they offered to change the room I agreed to go and see the room they wanted me to go to. I checked the faucet if there was hot water and it was NOT, the same hardly warm water. We did agreed that they would refund my money for the three nights and I would go and find another hotel. After they refunded me they told (actually, not told me they ORDERED) me I had 5 min to vacate my room. First, it was not my fault that I didn't receive the service I paid for and second, who are they to order anyone. I told them I wasn't going to rush to load my things in 5 min and I went to my room to get my stuff ready. Red Roof called the cops on me even though I'd already started my car and it was running, warming up. I'll be filing a court case against red roof and ask for the compensation if red roof will not contact me and do it willingly. My price is $6000 that's the amount I can ask at the Garfield Heights Municipal Court, where the case will be filed on January 5, 2024

  Business Response

  Date: 11/28/2023

  *** ********** will have to continue to work with the hotel directly. Upon offering a new room to the customer, according to the location, the customer became argumentative indicating that she was calling the police on the hotel and since then has stated that she disputed the credit card charge and is seeking a lawyer. There isn't anything further we can do. The guest stayed multiple nights.

  Thanks,

  Guest Relations Manager
  Red Roof Inn

  Customer Answer

  Date: 11/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20899833
  
  
  First, I didn't stay multiple nights. I only stayed ONE night. I had never said I would call the police, that was the hotel staff one who said it and DID call the police claiming I refused to leave. I refused to obey the hotels staff ORDER to leave in 5 min. I told the hotel to enforce the quiet hours on the next door neighbor who was watching his TV very loud at midnight. The hotel didn't have hot water so I had to go to bed without taking shower after driving almost 500 miles in one day. The hotel call the cops on me for refusing to rush to get my things, to load everything in 5 min. I did NOT do ANYTHING wrong to be ordered to leave in 5 min and calling cops on me. The court case is coming.
  
  
  
  Regards,
  
  
  
  ******* **********

• Initial Complaint

  Date:11/21/2023

  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.

  ********** is my acct number. I hopefully am reaching the correct people who can fix this please. I am a veteran who went homeless during my time stay at your motel. I then went back to homelessness cause I got very sick and was totally out of things completely. This happened during and after the 14 month period. I could not use my wonderful rewards I had no chance at it. I have called your c/s dept and found out how my points just disappeared. I am humbly asking that corporate will please put all of my points on there again. I will certainly use them. I had no idea what happened and I had no control. It was very unfair what happened to me. I am a victim of crimes all my belongings was stolen from me. It just isn't right nor fair what happened to me and what is happening to me I don't deserve this at all!

  Business Response

  Date: 12/28/2023

  Hello Mr. *******- I have conducted a formal investigation of your account and activity and found that you did accrue a significant amount of points from March to May of 2022, however they were unused and thus expired after the set period of time.  The points forfeit after a 14-month inactivity period which is our standard policy. I see you filed a GR complaint back in October with us directly where the outcome was informing you that we must uphold our terms and conditions. I'm saddened that this is not an acceptable resolution for you, however we must ensure adherence to our policies for all guests.   

  Customer Answer

  Date: 01/01/2024

  I told you! Did you read what I said that happened to me??  Who is responding? Say your full name and occupation!  That's wrong to omit everything that prevented!  Repeat what happened that I said this is totally unacceptable 

   

• Initial Complaint

  Date:11/17/2023

  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.

  My children and I booked a room at Red Roof Inn in Grove City, OH, on Friday, Nov. 10. We arrived at 8:50 p.m. and received a key for room 127. Upon entering, the room reeked of smoke. There was a hole in the door casing where a lock should have been. The phone did not work and neither did the TV. The stopper was pulled out of the bathtub. When I returned to the front desk just after 9 p.m., I was told that she couldn't give me a refund. She explained that because so many guests had asked for refunds, the owner was now the only person who could authorize refunds. I asked to speak to the owner and was told that her phone was on do not disturb. I was told I could reach the owner when she returned to work on Wednesday, Nov. 15. The owner of Red Roof Inn is preying on the people passing through Grove City. She knows that she is not providing the rooms she is advertising — and she knows that most people won't go through the trouble of calling while they are traveling. ( I booked through Expedia, so they reached out on my behalf. They sent an email and called four times before being told that she would not give me a refund.) I held up my end of the deal. I showed up. I paid. She did not sell me what she promised, which was a safe, smoke-free room. I want my money back, and I want her to advertise truthfully. Clearly, this is a pattern that needs to stop.

  Business Response

  Date: 11/17/2023

  WE WILL TAKE CARE ALL ISSUES IN THAT ROOM. WE WILL REFUND THEM. WE ARE VERY SORRY. 

  Customer Answer

  Date: 11/18/2023

  [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:11/15/2023

  Type:Customer Service 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 November 10th, 2023 I was supposed to stay at the Red Roof Inn in Milton Ct. Within 5 minutes of checking in, my vehicle was hit by a drunk driver several times. Police were called and arrested the offender within 2 minutes of arriving where he is being charged with evading, hit-and-run and DUI. Nobody from the Red Roof Inn came out to see what was going on, why police were called, or attempted to assist. I went into the lobby personally after police suggested I shouldn't stay at the establishment as the family of the drunk driver was still staying there. The manager barely spoke English, pointed to a sign that said no refunds, and told me to have a nice day. I contacted the corporate number and was told an immediate resolution would take place and I would get a full refund within 48 hours. It has been over 48 hours and no refund was issued. I contacted corporate again, where I was hung up twice after providing my information. I contacted the manager of the establishment, where he told me he had no idea what I was talking about, and no refund would be issued. I called corporate a final time when they told me no refund was being issued despite if I stayed there or not. Not once did the corporation take responsibility for what had occurred. Everyone down the Red Roof Chain has been incredibly rude and refusing to talk, let alone issue a refund. I just wish to have my money returned to me as I didn't stay at the establishment due to a drunk driver.

  Business Response

  Date: 11/22/2023

  Communication sent to Mr. ******* below by the General Manager. The GM was not present at the time of the incident and based on our records and the location, he is not shown to have checked out on 11/10 which was the same day he was scheduled to check in. He is shown to have checked out on 11/11/23. We did apologize to Mr. ******* regarding what occurred at the location as we empathize with the situation and hope that anything that would be provided by us would assist him and his insurance company. He will need to continue to work with the location if he has any other questions.

  Dear **** *******,
  
  I was informed about the incident that you had at our parking lot and unfortunately, I did not have the opportunity to talk to you the day of the incident or after; Local authorities contacted me via phone the night of the incident to watch the footage of the security cameras which they were able to review even though I wasn't at the property, If you need the footage as well, I am more than happy to assist you with that, in the meantime the footage was provided to the authorities.
  
  Sincerely,
  ***** ******
  Red Roof Management
  General Manager

  Customer Answer

  Date: 11/27/2023

  :I checked out of the hotel room after 10:00pm. I handed my hotel keys to the front desk person and was told to have a good day despite what just occurred. The police department was aware I did not feel safe at the hotel and waited for me to get my belongings and check out. I most definitely did not check out the next day. I have a receipt from the other hotel we ended up staying at. I just want my refund for the hotel room we did not stay at and the $50 deposit for incident fees that was never returned. It should be a refund of $177.00
  
  
  

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service 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.

  My husband received a phone call from someone indicating they had received my letter of complaint to the CEO, COO, or CFO, and telling us to call a 1-800 number to file a complaint. So much for this corporation taking someone seriously for a very valid issue. After calling the 1-800 number and being put on hold for over 7 minutes, I once again had to detail every issue from the letter I sent because corporate could not be bothered either to make a phone call or scan and send the letter to someone with any authority. The woman on the phone on 11/13/23 had me on hold until she talked to the location and then escalated the complaint. Now I was on the phone for a full 45+ minutes in which absolutely nothing was accomplished. I would like to speak to someone from corporate about this situation and how they can properly train employees. They did give me a case number, #********, but I am not satisfied with the way they are handling this. The issues were:
  -A barking dog for 2 days.
  -Slow drains.
  -Nail clippings on the floor.
  -No working ice machines with no signage.
  -No elevator and no indication on the website of this.
  -Front desk could not give extra towels.

  Business Response

  Date: 11/20/2023

  An apology was sent to *** *** **** ***** while also providing a full refund which was processed on 11/17/23. The manager of the Guest Relations department will also be reaching out to the *****'s by phone by end of the day today.

  Customer Answer

  Date: 11/21/2023

  [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,
  
  
  
  ***** *****