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Business Profile

Hotels

HomeTowne Studios and Suites by Red Roof

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/06/2024

    Type:Billing Issues
    Status:
    Answered
    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 cancelled my reservation online the same day I booked it because I had to travel further that day. It was a full week ahead. I booked online from an email that ************* send me regularly as I have been a faithful 25 year customer and Redi Card member. When I cancelled the website confirmed it had been cancelled. I wish now I had taken a screen shot. But who knew? When I didn't receive an confirmation email of cancellation I went back to double check. I looked for reservations. The site confirmed I had no reservations at present. Done. Regardless they charged me as a no show. I have had no satisfactory customer service from corporate or from the hotel directly. Each one sent me back to the other. Each blames the "system" Everything is automatic. No human able to help a customer, no resolution. The hotel says it's corporate since I reserved and cancelled online. Corporate says it's the hotel location. No one is able to serve as a business owner or person with decision making capabilities or concern for loyal customers. Just run around and the system, the system. Goodbye forever to red Roof Inn. My complaint is both with the Hometown Suites and the **************** as no one in the chain of so called customer service is willing to do the right thing. I have filed a dispute with my credit card and Red Roof but Red Roof has just said sorry but we can't be of help.

    Business Response

    Date: 01/13/2025

    After investigating this complaint, we found that the guest did not cancel their room reservation within the cancellation window, so there is no way to waive the no-show fee.

    The attached log will show all the activities, including online and phone calls to the hotel and the central reservation system.

    Thank you,
    ****
    Hotel Manager

    Customer Answer

    Date: 01/13/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Obviously I did not intend to stay in both hotels on the same night. I booked the ************************ after I found that we had to travel further that evening in order to get to a funeral on time the next day. I immediately cancelled the Home town studios reservation on line where I booked it. When I didn't get a confirmation of cancellation I went back and typed in the reservation and cancellation number to make sure it went through. It stated I had NO reservations at that time. I will know from here on to take a screen shot as proof but sadly I trusted the online booking procedure. It is stunning to me that all I get from Red Roof is talk to the owner and all I get from the owner is we aren't responsible because it's all tech. No human can do anything or make any decision. They are just happy to lose a regular customer after multiple decades of booking Red Roof. My credit card has resolved things but I am very disillusioned and disgusted with the lack of customer service and client appreciation shown by Red Roof and this hotel in particular. I have seen other complaints about the management of this particular hotel. I wish I had seen them earlier so I would never have considered staying there in the first place. My complaint stands

    Regards,

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

  • Initial Complaint

    Date:05/20/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 car was just towed because I backed in . Im telling the lady on the phone nobody ever told me not to back in . Which I certainly never was told that . This black lady who helped me check in also was suppose to come back to my room and change the " source " from hdmi due to the " setup " button not working , which she stated she knew did not work , but instead called a tow truck they work closely with instead of informing me . She targeted me on purpose and never told me the no back in rule and the other woman i spoke w says she knows i was told repeatedly not to back in . I told Red Roof itself and of course they swept what was going on under the rug . It cost me $150 for the scheme they are running .

HomeTowne Studios and Suites by Red Roof is NOT a BBB Accredited Business.

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