ComplaintsforRed Roof Inn

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a stay at Red Roof Inn through booking.com and immediately cancelled it within a few hours. Booking said they were attempting to reach the business but were unsuccessful. I also wrote to the business and heard nothing. I was charged the full amount of my stay, $314. I called the business and was directed to the customer service line, I explained the issue and later received an email apologizing that they could not refund the cancellation fee because they had held a room for me-- which was obviously a lie, because I'd immediately cancelled. I called again and explained that I had not been charged just a cancellation fee, but the entire amount of a stay, and they said they had to pass my message onto management. Weeks went by and I heard nothing. After calling again today, I received another email saying they regretted they could not resolve the situation to my satisfaction. I'm outraged that a business would hold on to over $300 that isn't theirs without having provided any communication or any service. This is illegal and if they do not return my money, I will be opening a civil lawsuit.

  Customer response

  02/21/2023

  It was Red Roof Inn Moraine- University of Dayton in Dayton, Ohio.

  Business response

  03/03/2023

  Good afternoon,

  I received a phone call to have this message, in writing. 

  
  

  The General Manager, ******, will process the refund to **** *********, as of today. We have done an investigation on the transaction and determined that **** *********, did not stay at the hotel. We apologize this took as long as it did. With the property being closed since 12/29/2022, we have had limited staff on property. The paper notice we received, was dated 2/22/2023 and we did not physically receive it until 2/28/2023. ****** will contact **** ********* after the refund has been requested. Once the refund is requested, it should take between 3-5 business days for the refund to hit ****'s bank account. 

  
  

  If you, or **** *********, have any questions, please feel free to reach out to ****** or myself.

  
  

  
  

  Thank you!

   

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

  
  

  Customer response

  03/14/2023

  Hi,

  
  

  This is regarding complaint 19437321. I received an email today that the complaint has been closed, but it has not been resolved! Although the Red Roof Inn contacted me and said that they would issue a refund, I have yet to receive one cent from them. This is why I did not accept the resolution-- because the complaint is NOT resolved. Thanks.
  

  
  

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

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We call from Miami Valley Hospital in Dayton, Ohio, where our mom was in critical condition to make our reservation for Tues, Nov. 30, and Dec 1st at Red Roof Inns. When we arrive I check in, and NO ONE SAID we would be charge 2 differ prices 61.19 for tuesday (Nov 30) 67.99 for 2nd day (Dec 1) We check out Wednesday, Dec 2nd in a hurry because our mom turn worse. By the time I looked at bill, I was in parking garage. I 1st called the 800 number with them telling me that this is what all hotels does. All days are different prices??? Then I called the desk and they said: because we made our 2nd day after we check in. I inform her she was wrong. Both days were done on the same day we made our reservation!!

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/14) */ Hotel rates do vary by night based on a number of factors including availability, season, and demand. We understand the claim by the customer that the different rates for each night were not communicated by the clerk. However, they were reflected on the registration signed by the customer, to which they initialed off on in acknowledgement. We will perform a coaching session to make sur verbal communication by the front desk team is consistent.

*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. ↩