ComplaintsforRed Roof Inn
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Complaint Details
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Initial Complaint
09/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Checked into the hotel which is right up front. Drove into the parking lot and:Prostitutes walking the lot. Homeless people sleeping on the ground Drug users outside the entrances. My wife was scared to get out the car.Walked up the room: Shady people sitting on the ground outside the rooms smoking Marijuana and loitering. The room smelled like old cigarettes, and Marijuana. We immediately left ASAP. The front desk person was nowhere to be found. Stood at the front desk for 10+ minutes. We didn't feel safe and left. Kept calling for a refund and all they do is put u on hold for 30+ minutes and never come back to the phone. Called 3x. We were only at the hotel for 10 minutes, never used anything. Totally unacceptable.Business response
09/20/2023
Hi do apologize for the delay in this. As this was not marked in my inbox for some reason. After further investigating, the comments made by the guest are very hurtful and inaccurate, it clearly does not depict the type of clientele we have. ********** has been named one of the safest cities and the hotel definitely does not harbor the descriptions of the guests that was conveyed by ******. We operate at nearly 75-80% occupancy YTD with guests comprised of primarily of constructions workers & transient guests.
We do not have a single record of this guest even calling the hotel, however, we have authorized the hotel team to process this refund for the guest.
Initial Complaint
08/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On August 3, 2022 around 12:30am we went to Red Roof Inn ********** to check in with our reservation. When we arrived we saw the manager sleep on the sofa. We awake him to inform him of our reservation. He went behind the counter and started the process. As he was checking us in, he said he ran our card and it declined. I told him I will pay with cash. After I gave him the cash, he gave me a receipt and a room key to 326. When we went into the room it was horrible. There were ants, a *****, a spider, paint in the shower and the ** was not properly working. We went back downstairs to inform him and the he went to the room without permission and rudely walked over our kids and belongings then he told us to get out he will tell his manger tomorrow. We went downstairs and waited for about 10 minutes to get another room, he gave us room 112. We went in and had to clean this room too, it was 2am and we were tired so we went to sleep. August 4 around 6:30 am the property management named **** abruptly and harshly knocked on the door. When we answered, he asked us why are we in the room. We told him we were assigned this room. He said he will go check his cameras and see if we paid. Later, he came back and showed us footage from his phone of some people who were not us and said we never paid. We told him we paid our money and collected the keys. We then asked him to call the manager that checked us in and check the cameras from the time we came in. He became highly upset and rude and decided to call the police then he told us we have to leave. Red Roof has a promo going on where you stay two nights and get a free night. My account is on hold and I can't receive my rewards due to **** stating we were a no show on my account. This is absolutely absurd because we paid our cash and checked in. This whole situation was handled very wrong from the manager and this needs to get rectified asap. If he will keep my account as a no show, then I will need my $80.04 refund.Business response
08/09/2022
First of all, our official hours to check in are from 3 PM - 11 PM, the same day. After hours are not typically considered a true check in experience. Upon reviewing the footage the guest was checking in at 1 Am, our front desk agent, who is not doing any check ins after 11 PM, still decided to help them out. Yes he was not present at the front desk, but was sitting in the sofa across the lobby. He will be entering probation according to the managements discretion. The guest was given a room, where the hotel was told AC was not working, none of the other reasons. If there were roaches, ants, or any other creatures, we strongly believe the guest would have not even stayed at this location. Our front desk agent, went to go check on the *** but by no means did the agent even stepped on any belongings & did not even utter anything resembling to get out. The agent offered to move the guest to a different room or give a refund, and guest gladly accepted to switch rooms. Since the check in was conducted after our normal hours, the dates are reflected on the next days receipts for payment, hence the reason why our agent did not see a payment fr guest. However, upon discussing the issue with guest, the guest stared verbally abusing & threatening our staff, which forced to agent to call local authorities as they did not feel safe around them. And they were forced to vacate the property upon management discretion. I hope this side of the story gives you a better insight from the hotel perspective. At Red roof, we strive a 100% satisfaction from our guests, as you can see on Trip Advisor, we are the only Economy brand hotel with a 4.5-4.7 rating on Trip advisor.Customer response
08/16/2022
Complaint: ********
I am rejecting this response because:The property management has not admitted fault to the false accusations made against me and my family. As stated, we were paid guest and we paid and stayed for our night. The red roof redi team never received my check out and therefore I can't receive my points for my night stay. We were falsely accused, disrespected and sabotaged. This will not stand and we need proof from Red roof ********** showing we paid and stayed for our night. We need to be removed off the do not rent list and we need the trespassing charge removed from our name. We did nothing wrong to the establishment or the owner. If no further proof is shown, we will move further with this process.
Regards,
*************************Business response
08/31/2022
Hi ******, hope all is well. We are standing by our comments that were conveyed in our last email. Our staff interprets data that is given by *************************, as was the case in *************************** reservation. Our staff was following & interpreting the details of the reservations of *************************, that was given by *************************.
If the guest was encountering roaches, pets, insects or any other creatures they should have checked out immediately, and asked for a full refund. But they did not, and decided to still say. If anyone else were to encounter these issues, they would have never stayed despite it being late night. In terms of points, the Inn does not have any control over that, as its monitored by ******************. We will be sticking by previous statements and support the team at the hotel.
Austin - Round Rock
P ************
1990 **********
**********, ***** 78681
***************** | RedRoof.comInitial Complaint
02/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dates are 2/14/22-2/18/22 Had already paid for my room and then the hot water was out. They stated for 3 days now that It would be fixed by morning. For 3 days now!! When we tried talking to manager about getting a refund or to comp the room for the days without hot water, they refused. Its been 3 freaking days since I had a shower!! I want a refund for the days without hot water. Plain and simple.Business response
02/24/2022
Hello ******, hope you are doing well. This is ******* reaching out from *************** **********, **. Reaching out in regards of the a guest named ***********************, she was put on "DO NOT RENT due to numerous reason. She had been given a discounted rate because of hot water, and hotel even offered to check her out of the hotel but she refused since she was receiving a discounted rate. She acknowledge and accepted the discounted rate due to the hotel not having hot water in the rooms, since she did not have anywhere else to go.
The hotel was trying to help her since she was displaced, and the church was paying for her rent for initial days. However, she has been kicked out the hotel due to many reasons in which she violated the hotel policy. She ran out of money and is essentially trying to get some free nights again at the establishment.Customer response
03/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I am sorry.
Regards,
***********************
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.