Complaints

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• Initial Complaint

  Date:06/18/2024

  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.

  Mother's Day stay Sun- Tues. They gave me a quote & told me I had to give a $100 dep.I locked the door. I was out back with my dog. I had gone out the door from my room to the outside, not the interior door for my room. There were no signs in my room or posted on the door saying not to open or use this door. I was not aware My key card would not work on the exterior door. My card would not open my door. Went to the front desk. She took a hammer & walked back to my room & beat on the exterior door handle. & it opened the door but broke the latch. The door wasn't safe ,I put a shoe up against it with a chair to keep it closed. She told me I was only getting $50 of my dep back. She rolled her eyes & damaged the walls also. Then on Tues when I checked out I asked to speak to the mgr. They gave me the run around. I only received $50 of my $100 dept back. This was not my ********* want the balance of the $100 dept back.

  Business Response

  Date: 07/25/2024

  I had checked guest ( ************************* ) into hotel the day of May 12, 2024. The procedure to check in is to ensure all guest are aware of hotel policies in regards to deposits. Deposit is required due to incidentals such as smoking , disturbances and door locks. In this case prior to our new door system that Red Roof Inn has just installed, our back doors at the time did not allow guest to operate as an entrance, instead it allowed guest to use an exit.
  
  On the day of questioning , I *************************** GSR for Red Roof Inn had checked our mutual customer in on May ********* at 5:02 PM , stated the obvious to guest of rules of hotel in regards to deposit and doors. The evening of the 13th , **************** has come from the bar which is attached to hotel and proceeded to her room , as time went by , **************** had returned to front desk could not reenter her back door and I had explained to her a second time that the back doors were not operational, and she then stated that her lock is on the interior door, I then proceeded to assist **************** to her room 135, and she went outside and continued walking her dog, once she returned **************** then witnessed I *************************** took a hammer to the latch and break it. Once I did that , I then explain a third time to **************** that this will unfortunately require her to lose half of her deposit. She then she became anxious, angry and belligerent.
  
  **************** then began to go to everyone at the bar and began speaking of I *************************** and how I damaged her room and took her money. Then during shift change **************** then began to go after the other GSR'S on shift in regards to what I have done and to state that I just took her money. I then told **************** that there will be a manager on staff in the morning to take her complaint to my manager *******************************. 
  
  ***********************
  General Manager