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:07/10/2023

  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.

  Date of two room rentals: 4/7/23; Paid $130.00 each room; Red Roof Inn is a hotel. We rented two rooms at the Santee, SC location. One of the beds in one of the rooms had a half dissolved pill stuck on the fitted sheet. I took pictures of the pill and brought it to the attention of Jay. He gave me a new sheet, I brought the sheet with the pill still stuck on it and showed it to Jay. Upon checking out the next morning, I followed up with (I believe Jeff). I asked what could be done (i.e. refund) because of this inconvenience (and especially since it was in my granddaughter's bed and she found it), I was told to call and talk to a manager. I had called several times and left messages for the manager, Peter. I also sent several emails to the location itself and Guest Relations. In the meantime, I reached out to Red Roof Inn Guest Relations itself. No one resolved this issue. On one occasion, speaking with an agent at Red Roof Inn Guest Relations, I was advised that I was not even given the AARP discount that I should have been. Thereafter, they closed the case. To date, No one has resolved this issue and actually the manager Peter told me that he cleans the sheets himself and this was not possible. This was a horrible experience especially for my granddaughter. This should have been resolved by the manager. He just brushed me off and totally ignored the situation.

  Business Response

  Date: 07/17/2023

  Thank you for taking the time to tell us about your experience at the RED ROOF INN SANTEE. I am sorry that your experience did not meet your expectations. Please accept our sincerest apologies for issue noted. We can offer you discount on a future stay with us.
  
  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.
  
  

  Business Response

  Date: 07/18/2023

  We can offer you a discount on future stay with us. We are unable to process a refund due to this batch being closed already. 

  Customer Answer

  Date: 07/19/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have asked for a refund during the entire communication with Red Roof Inn through telephone calls and emails.  This is a ridiculous excuse that they cannot honor a refund because the "batch is closed".  I am sure that the management can override the "batch" being closed and honor the refund for both rooms. This has been going on since April and I have communicated since then.  Thank you.
  
  
  
  Sincerely,
  
  Lorraine G