Complaints

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:12/31/2023

  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.

  12/24,12/25 and 12/26 First of all the top lock was completely gone leaving me feel vulnerable and unsafe. My daughter stayed with me the second day and woke with at least a dozen bites all over her body from her face, chest, back, arms and neck. I chose to lift up her covers to see if there were any bedbug proof. What I saw was a huge (looked like blood staid over 12" long. Not expecting that but I did take a picture. I complaind to the front desk, asked for a refund and a call from the manager. Never got it. Called the health board and was told there was nothing they could do. She said there have been other complaints but they cant do anything. This is crazy!!

  Business Response

  Date: 01/15/2024

  Dear *******,

  Apologies for the inconveniences during your stay. We take extra precaution about the bed bugs at our property to make sure that there is no activity. But now due to this complaint, I will have to get the room inspected by the pest control services and will provide the report. Regarding the top lock, that is a maintenance issue and this was not something we could have fixed overnight so we had to call in our maintenance man to resolve the issue which is fixed. About the refund, you have already disputed your charge with your credit card company and you should have got your money back. I was out of country during the time you were expecting my call. 

  Best,

  *****

• Initial Complaint

  Date:12/17/2023

  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 traveled to this hotel for a 3 night stay with my 70 yr old sister on September 28th The first overnight into morning, I captured a roach crawling up the wall behind the night stand in between the beds. I used the ice bucket liner to ensure he lived to show the desk clerk then told her we could no longer stay and expected a full refund. I had asked her if anyone else complained she said no. I drove up the road to another red roof..and told them what happened. They said I was the 3rd person that came there complaining but had I stayed there longer I would not have been able to stay with them in fear of us bringing in any cock roach hitch hikers. I wrote a review on the roach motel . They wrote me back but never mentioned a refund. This was definitely a health concern.

  Customer Answer

  Date: 12/21/2023

  The total refund is 322.00 not 233.00. I incorrectly put in the wrong amt the first time.

• Initial Complaint

  Date:11/28/2023

  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.

  We had reserved 3 rooms at the Red Roof In (**** ******* *** Lancaster Pa ***** for Fri. Nov. 24 - Sun. Nov. 26, 2023. Upon our arrival we checked in and due to the time (3:30) decided to get something to eat, so we just place our luggage in our rooms and left. Upon our return we noticed that the rooms were disgusting. The floors were dirty and sticky to walk on. The bedding was dirty and had hair all over them. The bathrooms had mold on the ceilings and the rooms smelled horrible. My son arrived later and his room was probably the worst. He went to the front seat to complain and they offered him another room. He wanted to see it first so they did. It was even worse that the one he had. This room even had bugs crawling across the floor. When they retuned to the front desk he asked for a refund. The clerk stated that since it had been more than 30 mins she would only refund Sat. Only the manager could refund Fri. Even though we were not staying. An argument ensued and got pretty heated. Language was not the greatest, however the clerk was not willing to even contact the manager or really help in any way. They were apparently only affiliated with one other Red Roof and they had no vacancies. Due to the argument she called the police (which was fine) I had gotten there by this time and she was talking to the officer. He then came over to my son and I and asked us to come outside. We did and we explained our circumstance. He said he could not resolve the refund issue, which we understood. He also stated that he knew this area and apparently the motel and said he would sleep on the street before he would stay at this motel. After our conversation he left and we went back to the front desk. She still refused to refund Fri. We accepted the refund for Sat. I said I would call back on Sat to speak to the manager. This was Thanksgiving Weekend so we were fortunate enough to find 3 rooms for the weekend. I called At and the manager was not in. This place should be condemned.

  Customer Answer

  Date: 12/05/2023

  One update I do have. In my original complaint the amount I had placed in refund was $85.15. This was only for one room. We had 3 rooms. The total refund request is actually $255.45. Please update the refund cost in the original complaint I submitted. Thank you for you assistance in this matter. If you need any other information or have any further questions, please let me know.

  *********************: ********************** or **************

  Business Response

  Date: 12/15/2023

  Hello,

  The guest *************************** came to the front desk after 30 minutes upon checking into their room. The guest was not satisfied with the room, so at this point our front desk GSR told the guest that we can provide you full refund for their reservation even though we have a 24-hr cancellation policy. But the guest denied the offer and asked the front desk GSR that the manager needs to call the guest personally, apologize and find them another hotel to stay. This entire conversation, the guest was being condescending to the front desk staff. 5 hour after rejecting the refund, the guest stormed into the front lobby again in an abusive and aggressive manner demanding the refund. At this point there were other guest and children in the front lobby and the guest was cursing at the front desk staff, to this the front desk staff requested the guest not to use abusive language and the guest stated and I quote "I dont give a F**K" if there are children present, I want my money back. The front desk staff had to call the cops and the guest had to be removed from the hotel. To this day, I have never seen this kind of a behaviors from any guest. I had to reach out to the Red Roof corporate and place them under blacklist.

  Best,

  *****

• Initial Complaint

  Date:10/23/2023

  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.

  We checked into the hotel and went to go check out the room. They state that they are a non smoking hotel the the hallway and the room smelled like marijuana. We entered the room and it was filthy. There were red stains on the bed sheets. There was opened trash in the with tea bags. There were burn marks on the refrigerator and it was dirty inside. It looked as though whoever cleaned the room used defrosted chicken to clean the counters. There was a cigarette stuck in an electrical outlet. The rolling office chair was all scratched and chewed up and there were stains on the wall.

  Business Response

  Date: 11/06/2023

  
  Dear Sir/Madam,
  
  I am reaching out regarding complaint ID: ******** (***************************). Apologies for the inconveniences to the guest during their short visit. We just hired a new house-keeping staff at our property, and they might have missed on those details. I apologize on their behalf and then again there is a learning curve to the house-keeping staff. I will share the images of the TV box, the entertainment unit and the lamp cleaning with the HK staff and request them to pay attention to detailed cleaning. As for the chair, we are a pet friendly hotel, over the time the chair is being peeled off due to pets playing on it. We have placed an order for new chairs which will be arriving by the end of the month due to a back order. We offered the guest another room, but the guest did not want to look at those rooms either as they had made up their mind. We have a 24-hour cancellation policy which is stated in the registration papers signed by the guest. We had already issued a refund to the guest for the second night. Due to the issues noted by the guest, we can provide 10% on their first night but they will have to initiate the discount via ******* since this was an OTA reservation via *******.  We are doing everything in our power to make sure the property is up to corporate standards.
  

  Kind Regards,
  
  *****

• Initial Complaint

  Date:08/21/2023

  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.

  We went to PA on Friday Aug 18th and went to check in once we pulled into parking lot the location looked nasty and dirty so we ask to see the room before checking in. The air was muggy and moldy and the hallway to our room was disgusting and looked like it hasnt been cleaned in several months. We get to the room and there are roaches crawling everywhere and bed bugs in the bed. Toilet was not clean, walls were smeared with something not sure what. Just a awful experience so we go to lobby and request a refund because we were not staying there and was leaving to go find a different hotel. At that time, a employee named ****** was there and he would not approve us to get a refund stated we would have to contact the manager on Monday. We contacted Priceline as that is who we booked the room through and they stated they could not issue a refund without the approval from hotel. They tried contacting the hotel today and they said Manager did not show up today to call back tomorrow. This facility should be shut down. I would like my money back as I did not stay here and was out more money with having to go find another hotel that was livable for the weekend.

  Business Response

  Date: 09/05/2023

  Dear Sir/*****,

  I am reaching out regarding complaint ID ******** (***************************). We apologize for the inconvenience to the guest during short visit. This reservation from ********* was non-refundable but since the guest were not satisfied, we had authorized the refund to the ********* over the phone when they called the front desk regarding their concerns. When the reservation was from 3rd party, it gets a little complicated and this case is the perfect example of it. We receive a virtual card from the OTA agency with the exact amount for the guest reservation. When refund has to be processed every OTA has their own system. Normally, with ********* they call the front desk with the queries from the guest and in cases of refunds we authorize the refund over the phone and then Priceline is the one who is supposed to refund to the guest. I am more than happy to resolve this situation with Priceline and sort out the refund if it is still outstanding. 

  Best Regards,

  ****

  Customer Answer

  Date: 09/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the hotel stated they approved and would refund us the money. As you can see in the attached email from ********* they took the first night charge as a cancellation fee. This is unfair and unacceptale. I can understand if this facility was in good standing and we just came and cancelled our reservation but due to our circumstances and what we saw as sent to you in the first complaint this is not suitable place to stay so that is why we left. We did not just cancel because we decided to stay somewhere else. When we arrived and saw the state of the room etc we were not staying in a bed with bed bugs and in a room with roaches crawling around. I would like the full amount refunded back to me ASAP as this is not fair to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:05/05/2023

  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.

  I checked into this hotel on May 5 2023 for 1 night and this room that the front desk clerk put me in was infested with cock roaches on the floor, bathroom and on the walls. When I told her about it, she said management was aware of the problem but will not do anything about it. She offered us another room but that had roaches as well and I couldn't sleep knowing there are bugs. They are also on the walls in the hallways by apparently no one is doing anything about them. This hotel should be closed because it's disgusting. Thank fully I was lucky to find another hotel to accommodate me but what an inconvenience. They continued that night to rent out rooms even being aware of the situation.

  Business Response

  Date: 05/11/2023

  Dear Sir/*****,
  

  I am reaching out regarding complaint ID: ******** (***********************************). We sincerely apologize for the inconvenience to the guest, I have already authorized the refund to be processed for the guest but since the reservation was made via online travel agency (*******) the guest will have to call ******* regarding the refund and in return ******* will call the property where our staff will authorize the refund. 

  Please find attached the signed contract for roach cleanout assigned to **** *********.

  Please let me know if there is anything else is needed from our end.

  Best Regards,

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

• Initial Complaint

  Date:01/03/2023

  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.

  I went to check into this hotel on December 31st, 2022. I paid $78.92. Immediately upon checking in I went to the room to find it was covered in roaches. They were everywhere!!! The front desk person did offer me another room, but of course I did not want to stay at the hotel at all after seeing the roaches which I don't think is an unreasonable reaction. I just want this money back and I have gotten no response from the hotel itself.

  Business Response

  Date: 01/17/2023

  Dear Sir/Madam, 
  

  I am reaching out regarding complaint ID: ******* (******* ********). The guest had made a non refundable reservation via booking.com for 1 night from 31-DEC-2022 and checking-out on 01-JAN-2023. The non-refundable booking was mentioned in their confirmation email. This reservation was booked via OTA (*******.com) and we have not heard anything from *******.com. Upon checking the room,  our front desk GSR did not find anything in the room. We have a professional exterminator company  service our property. We offered the guest another room, but the guest did not want to stay at the  property.  
  

  Kind Regards, 
  Menak P

  Customer Answer

  Date: 01/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  There is absolutely no way that they did not see anything in the room. I mistakenly did not take pictures. However my boyfriend stepped on a roach and killed it, so it would've been dead on the floor in the room. This company is flat out LYING. The front desk rep even said "oh yeah there's roaches?" He was not surprised and never came back and said there weren't any. That is completely ridiculous. This business has done this to multiple people in the past and if a refund is not done, SOMETHING needs to be done. I will take this as far as I need to go. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:11/10/2022

  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.

  Place was absolutely disgusting. Checked out as soon as I was able, did not stay over night. Awful smell. Brown streaks on wall. Contacted *******.com for a refund but hotel will not respond to them or myself.

  Business Response

  Date: 11/22/2022

  Dear Sir/Madam, 
  

  Guest ******* ********* made the reservation via booking.com from 28-OCT 2022 to 29-OCT-2022. As per our policy we do ask for a 24-hour cancellation  prior to check-in time (1500). The guest checked-in at 2130 o 28-OCT-2022 and  wanted to check-out after staying in the room for 30 minutes and the room was  used upon checking the room. When *******.com agent contacted the property,  we explain why we will not be able to refund the guest, which is reservation was  past 24-hr cancellation policy and the guest used the room. Please find attached the  confirmation letter as a supporting document. Please feels free to reach out to me if  any further clarification is needed.  
  

  Kind Regards, 
  Menak P****
  

  
  

  Customer Answer

  Date: 11/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because the owner of the hotel is disregarding the point. There were brown streaks coming down the walls. It was the most disgusting room I've ever been in, no exaggeration. The health department needs to visit immediately. 

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

  Business Response

  Date: 11/28/2022

  I am reaching out regarding complaint ******** (*********************************). We have a lot of guests checking into the rooms and there is a possibility that our house-keepers might have missed some details. If the guest has any pictures of the brown streaks coming down the wall then we will most certainly look into it. Also, we are having contractors come in and re-paint the property.

• Initial Complaint

  Date:10/25/2022

  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 and my fiance have been staying at the redroof hotel for months. It has been at least two months of stays and I am happy to provide receipts of this. We have paid thousands and thousands of unwarranted dollars when the property did not properly advise us on weekly pricing and how much cheaper it is. The rooms were dirty and had cockroaches on them. There was barely any staff to speak of... much less anyone friendly. We did stay there through this time but at the very least I would like the difference between what I should have been paying weekly... 600 and what I was paying every week I was there. (At the very least as this is before emotional damages.) We had been staying for several months. (As stated). We missed one night and they locked us out and refused to turn our pets over to us. They are now trying to charge us even though they kept our pets hostage. This red roof is in an unacceptable state. It is the ******************-Starsburg on *************** in *********, **.I cannot imagine how many guests have gotten sick or woken up with bugs on them. I will not pay these cretins for another night especially after the inhumane way they treated my pets.

  Business Response

  Date: 11/01/2022

  Please see attached response. 

• Initial Complaint

  Date:08/10/2022

  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.

  We had a reservation to stay at this hotel the night of the 27th and 28th of May 2022. We paid a total of $291.09. This hotel has posted on their website that this property has taken extra health and hygiene measure to ensure our health and safety are our priority including use of cleaning chemicals that are effective against coronavirus, linens, towels, and laundry washed in accordance with local authority guidelines, guest accommodation disinfected between stays, guest accommodation sealed after cleaning, and hand sanitizer in(all rooms). None of these precautions were taken. The room had not even been cleaned, AT ALL. I have pictures of the condition of the room upon entering it. There was food from previous guests on the carpet, dirt, fresh blood and brown stains on the sheets, the tables had layers of dirt on them, the carpet was unvacumed and covered in stains. The tub was dirty and there was a bedbug in our bed that we killed. I have pictures of these things. During the night my family and I were bit by bugs so we checked out before the second night. We asked to be refunded due to the lack of cleanliness of the hotel and the bug bites. June 9th received an email from red roof inn saying they approved our refund for one night only. Booking has reached out to them many times and never received the money to credit us. When we contacted booking again they said we would have to contact the property directly. We called several times and were told a manager would take care of it and did not receive a call back. We even showed up in the office to ask in person since getting ignored on the phone. We don't feel like we received what was advertised which is a clean safe room to stay in and feel that we should be refunded for our entire stay or at least the night we did not stay as we were promised. We just want our money back so we do not have to deal with this any longer. This property also posts fake positive reviews on their website which is dishonest.

  Business Response

  Date: 08/19/2022

  I am reaching out regarding guest *********************. We apologized to the guest multiple times regarding their bad experience. We also explained to them that their reservation was made through a third party ***. Which means that the guest made the payment of their reservation to the *** and the n *** will provide us with a virtual card (one time use) with the exact amount of their reservation. In this case, once the card has been charged the virtual card will disappear from our system which makes it impossible for us to refund the money. The guest were advised multiple times to please reach out to the *** they booked from explaining their situation, then the *** will call us and provide us with another virtual card where the money can be refunded.