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.

  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

• 

  Red Roof Inn & Suites

  1359 W Main Rd Middletown, RI 02842

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2023

  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 stayed at the Super 8 Hotel at **** **** **** ********* **** ** ******* ***** *****. I checked in on 4/6/2023, I used the priceline app to book my room and I have the receipts. When I booked my room on 4/19/2023 on the priceline app, after paying $379.70 for the super 8 hotel it came up as Red Roof Inn....I called immediately and spoke with the front desk clerk and told her about the glitch and she said it would be cancelled. I went on the app the next day and decided to book for 1 night in case that glitch was still there, after paying $69.97 it came up red roof again, I called Priceline they said call red roof, I called and got the same woman and she said she would cancel it. I also called Priceline and explained the glitch and they told me they had nothing to do with. Chase bank finally credited my account, but on 6/23 & 6/26/2023 red roof inn disputed this when they know I never stayed there and chase bank gave them my money and set my account to negative.......my money! Then chase said they did not want to get in the middle of it, but they were in it and should pay a penalty for it. This is how company's are getting over the working poor and something needs to be done about it immediately, a message to all businesses that this is not acceptable.

  Business Response

  Date: 01/05/2024

  Contacted customer via email requesting copy of receipt of confirmation # needed to further investigate this. We have never had a Red Roof at the address provided so I fear there might be a mix up but would like to dig in more. 

  Customer Answer

  Date: 01/25/2024

  There was no new message to respond to, only that BBB is not taking care of the people that have been taken advantage of by all these companies.  I will keep all thus information as I obtain a lawyer to fight fir me.  The BBB told me this took no longer to get an answer in about 14 days, you keep asking for the same information ...how is that helping and to be threatened if I file again the BBB will not open it.  The GENERAL PUBLIC needs to hear about your treatment of how your not taking care of this case.

• Initial Complaint

  Date:10/20/2023

  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 October 28, 2023 I stayed at a Red Roof Inn and was to suppose have privacy but my privacy was violated when housekeepers walk in on me while I was sleep and I had the do not disturb sign up. So I’ll called the front desk and talked with the clerk and he responded with housekeepers don’t speak English, I called red roof inn customer service number and they said they would send me a refund which was not sent.

  Business Response

  Date: 10/30/2023

  *** ********,

  Our apologies for the situation that occurred as we did review this situation with the location. We completely understand that it is important to respect privacy, and this has been addressed to the management team at the location.  As a good-will gesture, we would like to offer 4250 points which will be credited to your RediRewards account. We do hope that you will utilize this offer in hopes to try us again in the future.

  Thanks,

  ***********
  Manager of Guest Relations
  Red Roof Inn

  Customer Answer

  Date: 10/30/2023

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

  Customer Answer

  Date: 07/02/2024

  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 ****************** Services. We appreciate the patience and understanding of the parties. 

  
  

   

  Complaint Type:
  Service Issues
  
  select
  Problem:
  Red Roof Inn has a special going which is stay two nights get one free and I did exactly that and never received my points.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Modification/discontinuance of an advertised claim
  
  
  

  
  

  
  

  Customer Answer

  Date: 07/15/2024

  Red roof inn was running a special stay two nights get one free and never gave me my points

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair 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 had a reservation & was a guest at 11837 Lackland Rd St Louis, Mo on September 30-October 1, 2023. The room was filthy & everything was covered in dirt & other disgusting things such as blood on the wall, some type of bodily fluids on the telephone. The tv didn’t work, didn’t turn on, the floors hadn’t been mopped, standing water in the bathroom due to leaking toilet, the smoke alarm beeped all night due to faulty batteries. I changed them once myself after walking to office to get a “new” battery. Cigarette burn holes in the bedding & floors. Bed bugs & fleas both of which I was bitten & went to the doctor over to get diagnosis & medication to treat bites. Bed bugs made it into my luggage & my home became infested. I had an exterminator come to my home to kill these bed bugs. That cost me $800.00 while the doc visit was covered by my insurance, which paid the $144 visit & $89 in medications. I called the front desk 3 times that night, asked for a new room to which they refused to move me, said they were sold out (they weren’t sold out.) I called corporate an untold of times, up to 10 times a day every day for the past 2 weeks. I spoke to 3 agents about my ordeal & got the runaround from each. Somebody else in such & such department would have to contact me. Never received a return call. Left several voicemails, never once did I receive a return call. I could never get in touch with anyone else each time I’ve called it states there are long wait times & to leave my # for a callback & they’d save my place in line. Right. I never once received a call back. Never ln my life have I encountered such a disgusting, incompetent, inconsiderate bunch of con artists & slum lords. I am requesting my money back for the stay & to
  Be compensated for the bug bite’s & infestation. I’m also asking to be compensated for all of my time wasted because of these fools. If they don’t want to make things right I’ll have no problem pursuing the matters bin court.

• Initial Complaint

  Date:10/12/2023

  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.

  We were told the red roof inn midland tx didn’t allow our unloaded 22 rifle in the room. My autistic son then tried to take it to the truck. The phone in our room 220 was broken so I couldn’t reach the front desk and neither could the main operator. They called the police on my son and he was taken in handcuffs to a psych ward for a week. I was told to leave and promised a refund I haven’t received. While vacating the room my cat got out on the second floor. The hotel provided no assistance to find her then so I went to the nearest red roof inn in van horn tx that night. I requested they look for the cat on the second floor and call me. I told them my son would be released in a few days and I would return to midland to pick her up. I offered to use the refund as cost for caring for the cat but she declined. I called a few days later and she said they found the cat. I attempted calling local rescues to take her but told her they were full. I said if they took her to the pound to provide them my contact info. They ended up doing that without telling me even though she said they’d find a rescue themselves . But they didn’t provide animal control my contact info so she was admitted as a feral cat and put up for adoption. For this reason I had to pay an adoption fee to retrieve her. She was emaciated with a wound on her head and her carrier was full of pee. Animal control said she came in like that. I want to be reimbursed for the room and the $50 adoption fee I had to pay.

  Business Response

  Date: 10/19/2023

  *** *********,

  Thank you for your comments regarding the Midland, TX location. While we do empathize with the situation, this would have to be worked out directly with the location. In speaking with the location, they did make an attempt to reach out to you on several occasions, attempted to take care of the animal by trying to provide basic (food, water and shelter) needs in which the pet would not accept. When animal services were contacted, according to the location, they provided what information they had for you to try and reach out to you directly. 

  Again, thank you for bringing this to our attention and hope your pet is doing well.

  Thanks,

  ***********
  Guest Relations Manager
  Red Roof Inn

   

  Customer Answer

  Date: 10/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20728901
  
  
  
  I am rejecting this response because I was promised a refund I never received. The facts show they’re lying about telling animal control my contact info just like they lied saying the refund was on its way. I got charged for a room I never used due to an arbitrarily enforced policy they invented. I expect them to honor the refund they promised and there’s no way to deal directly with these sheisters. 
  
  
  
  Regards,
  
  
  
  ******* *********

  Customer Answer

  Date: 10/20/2023

  You can see in the proof I’ve already sent that she was admitted as a feral cat with no owner 

  Customer Answer

  Date: 10/20/2023

  I ended up declaring the charge fraudulent with my bank because I could prove I stayed at a different hotel that night. All this trouble no thanks to the lying staff at red roof midland I will give a scathing review along with their corporate office for opening a useless case 

• Initial Complaint

  Date:10/09/2023

  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.

  This isn't even a major complaint. I just felt this was my only recourse since the multiple emails I have sent to them have been ignored with no response. CONF #********** I stayed at the New Britain, CT location on Sunday night, 9/3. They only had 1 ice machine and it had an "OUT OF ORDER" sign on it that appeared to have been that way for months. How can a property this size have only 1 ice machine? It was 90 degrees out and they weren't offering a basic hotel amenity of ice to their guests. Also, our room had absolutely no trash cans in it. Most hotels give 1 in the bathroom and 1 in the main room. How can this property not even give 1 trash can in a room? We've stayed at this property before and didn't have problems, but the no ice and no trash cans this time was rather pitiful.

  Business Response

  Date: 10/09/2023

  Dear ******* *****,
  
  Thank you for taking the time to tell us about your experience at the RED ROOF INN HARTFORD - NEW BRITAIN. I am sorry that your experience did not meet your expectations. Please accept our sincerest apologies for the inconvenience we accept there is a vending machine problem but we have two vending machines one on the first floor and another on the 6th floor the only one machine was for half a day later after the work was done it was working good and the trash bins in our property there as 25+ trash cans in and out and each and every room has trash bins and with provided bags also how come the properties without trash bins. So there are no issues with the property right now. behalf from our side we again apologize for the late response.
  
  At Red Roof, it is our intention to have your confidence in our abilities to prevent similar problems in the future. Please know that we value you as our guest and appreciate your business. Thank you for sharing your concerns and I hope you will give us the opportunity to better serve you at Red Roof the next time your travel plans require lodging.
  
  Very truly yours,
  Red Roof Inn New Britain
  Red Roof Management
  Hotel Representative
  [email protected]

  Customer Answer

  Date: 08/26/2024

  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 **************************** We appreciate the patience and understanding of the parties. 

  Complaint Type:
  Refund / Exchange Issues
  Problem:
  Red Roof refuses to refund my ***** points when my reservation was canceled within the cancellation period. I WANT MY POINTS NOW!!!!!!!!!!!!!! I cancelled a reservation Wednesday Aug. 7 (which was within the cancellation policy) for a stay for August 10th and I still am awaiting the 8500 points to be returned to my account. Please get them back into the account, a previous time it took a couple of days and one other time I had to bother redirewards daily for over a month. I don't know what the problem is, but please have someone get my points redeposited immediately without excuses. Thank you. I have sent this to redirewards email address three times already and getting no response. There is no message to send them of FB so I am trying this way before I go to the BBB and file a complaint. Don't understand what the problem is. Get my points redeposited. I followed the rules, now you follow yours! RR number ********** ************************* conf. # RRI-477AAA855 hotel ************, **********, ** reservation made 8/15/23 for 8/10/24. Cancelled 8/7 4 pm (cancellation policy was through 8 pm that day)
  
  Desired Resolution / Outcome
  Refund; Contact by the business

  Customer Answer

  Date: 08/27/2024

  Sent Via: Email (ODR)
  From: *************************
  From Email: *************************
  To: BBB of ************, Inc.
  Subject: More Information
  Date Sent: 8/26/2024 8:42:35 PM
  Date Read: 8/27/2024 9:39:51 AM
  Attachments:
  
  
  Business has resolved this complaint for me.  The case may be closed.

  Customer Answer

  Date: 08/27/2024

  received the points back from Red Roof finally. Thank you for your anticipated assistance.

  Customer Answer

  Date: 08/27/2024

  wrong complaint. still not any resolution from this incident.

  Customer Answer

  Date: 03/31/2025

  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 **************************** We appreciate the patience and understanding of the parties.  

  RediRewards #********** I just logged into my account and discovered my ****** points are GONE and my account balance is showing ZERO. This is unbelievable! I had to cancel a reservation last August due to a death in the family and the customer service agent on the phone assured me that my points expiration would be extended until August

  2025. I hope that someone will investigate this an RETURN the ****** points to my account as I was told I had until August 2025 before they would expire.

  
  

  Business Response

  Date: 03/31/2025

  Hello *******,

  Thank you for your comments. Please note that your Redirewards points has been expired since11/05/2024 . As per the terms and conditions, "A member's RediPoints will expire if no RediRewards stay activity is recorded during a consecutive fourteen (14) month period. Expired RediPoints will not be reinstated." We apologize for the inconvenience. Please see website for further details: *************** 

  Thank you,

  ****

  Guest Relations Escalation Specialist

   

  Customer Answer

  Date: 04/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20713667
  
  I am rejecting this response because: they do not warn you about something going to expire. I had a phone conversation when I cancelled the reservation because of a family emergency and the agent on the phone for ******** stated that because of the circumstances that it would not take the points away until August 2025 and also I pointed out that I had existing reservations. Now after that conversation in August and making new reservations in October, they surprisingly yanked my points and are refusing to put them back. very bad customer service.

  BTW  this is NOT a duplicate response the previous was a different Red Roof problem from a couple of YEARS ago. this is only for this detailing of points problem. thank you.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair 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 made a reservation with Booking.Com (confirmation ******************* with Pin ******
  
  
  
  I arrived at the Hotel and was given my Key. I got into the elevator and was mortified by the horrendous condition. The elevator had vandalism damage, missing tile flooring, old gum and debris on the floor, wood panels missing and the walls had stains all over them. It looked like a crime scene. I got into the room and the walls, doors and carpet had staining. Wood mouldings were missing, the furniture had damages all over it. The bathroom tub fixture was upside down. This was the most disgusting room that I have ever been inside. I immediately went to the fromt desk and stated that I have to leave as the hotel is disgusting. They told me that nothing could be done as a refund due to it being booked by booking.com. I called booking.com and spoke to ******* in Asia and she stated that she could not anything either. This is theft of funds as no one is owning up to the refund. My Bank has also been notified. I request resolution of this situation as this worst experience in my Business life.
  
  
  
  ***** ********** ************

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair 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 booked a room at Red Roof in Parsipanny , NJ on Labor Day weekend for 3 nights, the first two were free with Redipoints I had earned from previous stays. The hotel not only took my 17,000 points for the two free nights but they also charged me for all 3 nights. I have contacted both the hotel and customer service and have yet to receive any resolution. The hotel said they would refund my two nights which never happened and customer service said they would instead return my 17,000 Redipoints which also hasn’t happened. I have spent countless hours on the phone and writing emails to no avail.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair 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 have over 25 pictures to back this up.
  
  Walking into the room another guest informed me there was blood and feces all over his room. I went to check my room and it was worse than a horror movie. As you can see from the pictures there was blood, hair, bodily fluids, food, bugs, and yes feces.
  
  I immediately left, and now we have no choice but to sleep in our vehicle.
  
  Thanks for a horrific evening. This will be reported to corporate, as well as the Alabama State board of health.
  
  ***** *******
  ###-###-####
  
  My info
  Status
  CONFIRMED
  Trip number
  *************
  Confirmation number
  **********
  Guest
  ***** *******
  Occupancy
  2 people, 1 pet
  Arrival
  Fri, Oct. 6, 2023
  Departure
  Sat, Oct. 7, 2023

  Customer Answer

  Date: 10/09/2023

  From: ***** ******* <********************>
  Date: Mon, Oct 9, 2023 at 12:57 PM
  Subject: BBB Complaint ID ********
  To: <*************************************>
  
  
  

  More pictures. This is the last of them. This proves that no one is in attendance at the hotel at all. I also sent a screenshot of how many phone calls it took for me to get the attendant to even answer the phone per the sign in the window.
  

  Customer Answer

  Date: 10/09/2023

  
  ***** ******* <********************>
  2:52?PM (31 minutes ago)
  to disputeresolution
  
  Red Roof Inn reached out to me. I instantly replied, but they blocked my reply. Please look at this forwarded email. 
  
  Thank you,
  ***** ******* 
  
  ---------- Forwarded message ---------
  From: Microsoft Outlook <**************************************>
  Date: Mon, Oct 9, 2023, 1:*8 PM
  Subject: Notification: Re: New Contact Us Form Submitted Production
  To: <********************>
  
  
  Your email message conflicts with a policy in your organization. Issues:
  Your email message conflicts with one or more of the recipient’s organization policies. Please take corrective actions as necessary.
  Message is attached.
  
  
  
  ---------- Forwarded message ----------
  From: ***** ******* <********************>
  To: *******************
  Cc: 
  Bcc: 
  Date: Mon, 9 Oct 2023 13:*8:39 -0500
  Subject: Re: New Contact Us Form Submitted Production
  CAUTION: This message originated from outside the Red Roof organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  There was only one employee, the entire reception area was abandoned, and it took them six calls to answer the phone. I have the screenshot to prove this.
  
  The room was abhorrently filthy. I have no words to describe the blood and feces all over the room in addition to the bugs, food, and hair on the bed. 
  
  I have well over 50 pictures documenting everything from the lack of employees in the reception area to the abject filth of the room.
  
  I cannot attach pictures to this email, it is not allowing me to send attachments. They have been sent to the Better Business Bureau, the Alabama department of Health, and to Take Fido, the site in which I booked the reservation.
  
  Status
  CONFIRMED
  Trip number
  *************
  Confirmation number
  **********
  Guest
  ***** *******
  Occupancy
  2 people, 1 pet
  Arrival
  Fri, Oct. 6, 2023
  Departure
  Sat, Oct. 7, 2023
  Summary of Charges
  Nightly rate per room:
  Fri, Oct. 6, 2023
  $117.**
  Average nightly rate per room
  $117.**
  Room subtotal
  $117.**
  Hotel taxes & fees
  $15.09
  Total
  $132.53 USD
  
  ***** *******
  ************
  ********************
  
  On Mon, Oct 9, 2023, 1:29 PM <*******************> wrote:
  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 Red Roof 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 Specialist

  Customer Answer

  Date: 10/09/2023

  Please review all pictures that I have sent over the course of several emails. The abhorrently grotesque condition of the hotel room is beyond descriptors. No one should ever have to be warned in the parking lot by a complete stranger of the horrific condition of the hotel room you are about to enter much less have to walk in and find out their words were true. I want a refund in full including taxes and fees, in addition to the $173.35 we had to pay to the Best Western over 30 miles away to avoid sleeping in our car. I also ask you to review the camera footage that I have even conveniently provided you with photos. I asked the one hotel employee have someone clean the room or provide me with another room and she refused both. It is abundantly apparent to me that Red Roof Inn only has apathy and misanthropy for all of their customers. 

  Customer Answer

  Date: 10/09/2023

  I have repeatedly told you and sent pictures as proof as to where I stayed and the disgusting conditions. I can also send proof of the hotel that was over 30 miles away we were forced to seek refuge. 

  Customer Answer

  Date: 10/10/2023

  From: ***** ******* <********************>
  Date: Mon, Oct 9, 2023 at 6:31 PM
  Subject: BBB Complaint ID ********
  To: **************************
  
  
  I have repeatedly included the photo of my confirmation at the hotel which included the address of the hotel.

  
  

  However since no one wants to believe me I will type it out:

  
  

  Red Roof Inn & Suites Athens, AL

  
  

  1218 Kelli Dr, Athens, AL 35613

  
  

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

  
  

  And to repeat again I couldn't spend 5 minutes in that horrific condition, much less stay the night. Had the single solitary employee of the entire hotel been present I would have checked out even faster than I already did. It took six phone calls and over 20 minutes of waiting for the single employee of the hotel to make it back.

• Initial Complaint

  Date:09/28/2023

  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 came to Red Roof Inn in Spring, Texas last night. I was crying after a domestic dispute and leaving my home to find safety. I didn’t want to book inside because I was so upset and didn’t want them to see me cry. The website wouldn’t load so I used my booking.com app. I booked it for the night around 1 AM. I go inside and try to check in and the man said “Sorry, you can’t check in until 3 pm”. I explained I just needed it for tonight as I wouldn’t be in town tomorrow. Then, my Ex FOUND me and showed up behind me after a physical fight I was FLEEING from. The man saw I was upset and I walked back to my car and locked my doors. He then allowed my ex to buy and check into a room. I ended up having to sleep in my car. I called booking.com last night and they spoke to him and he said that everything is automatic and he can’t change the time, date, cancel, or anything in the system. I called booking.com and Red Roof Corp today and they were very kind and tried to help. Red Roof Corp said there was a woman who answered that said I’d have to call booking.com for the cancellation. So I call again and they said they can refund me they just need approval from Red Roof. So I call the lady in the front and she refused and said she’s not approving it. She was so rude and would not let me speak and kept cutting me off saying call booking.com we are not helping you. And then I told her I’ve been going to red roof inn for years and this has never happened and I don’t understand how you can take $70 from me and not work with me in a very vulnerable state, then she just didn’t talk and waited for me to hang up. I had to borrow that money from Dave.com as my bank was shared with my abusive ex husband who I was trying to leave. And it was all I had.

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair 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 checked into the Gulf Shores Al Red Roof Inn on 8/31/23 for a 7-day reservation for a room with a single bed (Confirmation # **************). However, the door to the room I was first given (111?) would not close securely and so I was put in room 106, which had 2 beds instead of 1. I was told that there would not be an extra charge but my credit card shows an extra charge of $87 for 8/31/23. No response from the property and a pro-forma response from [email protected] which is in New Albany, OH. No explanation, no refund, no nothing.