ComplaintsforRed Roof Inn

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into the hotel on 11/10-11/13 and stayed in room 148. I was billed a $130.00 fee for (1) stain on sheet and towel, based on the manager reading of the notes associated with the additional charge. Manager, *****************************, rudely and unprofessionally handled my concern and disapproval of the additional charge that was billed on my credit card for $130.00. She stated that the notes states that there was a blood stain on the sheet as well on a towel. I got very upset because that was a false report and advised her that my mentally challenged 2 years old toddler spilled her juice on the sheet and I cleaned the remainder of the spill with a towel. She had no understanding of my explanation and stated she "definitely will not refund me based on the notations". I advised her that I'd be filing a complaint and she sarcastically stated go ahead. If you can't use the towels for spills, or cleaning up then there should be cleaning material provided for your stay.

  Business response

  11/28/2022

  To whom it may concern,

  Upon **************' arrival to the property, she had several room changes with us before settling into RM 148. When a guest vacates a room, our housekeeping team is required to inspect the rooms for cleanliness and potential damages. Upon arriving to the room, my Director of Housekeeping found that several pieces of our linen were stained with pink dye and found that the bed sheets had markings of blood spots. Per our policies, we must charge a fee for any property damage, as making exceptions to waive this fee will result in a great cost to the property. At check-in, we ensure to make our guest's aware that any potential damages, will result in a fee to the card held on file. 

  Whilst I understand **************' situation, we were not made aware of said spillage while she was in the room. Moreover, we would have loved the opportunity to provide her with some cleaning materials and assistance, had she asked. 

  When ************** called to follow up on said charge, I attempted to reiterate our policies and explain our reasonings. Unfortunately, I was not able to affectively communicate with her as each time I attempted to she interrupted and stated that she didn't care what I had to say and just wanted me to confirm if I would remove the fee.

  I informed ************** that we would not be removing the charge. 

  Customer response

  11/29/2022

   
  Complaint: 18451726
  
  I am rejecting this response because:
  Nothing was explained as a option during checking. There were no blood stains or bodily fluids on any materials. A juice spill should not equal 130$ billed to me. I can but them a sheet set if that's the issue

   

  Sincerely,
  
  *************************

  Business response

  12/02/2022

  **************,

  I am unsure of what options you are stating should have been mentioned at arrival. These policies are reflected on our website as well as the booking site of the third-party company you used to make your reservation with the property, as you will see attached. It is the due diligence of our guests to ensure they read and understand our policies before making a reservation.

  Moreover, while we understand accidents can happen, the hotel linen should not have been used to clean up spillage.

  As mentioned, had you made us aware of the spill we would have been happy to assist and/or send you the proper cleaning products to resolve.

  Due to safety and liability issues, our staff must dispose of any soiled linen as it is impractical and unsanitary to attempt to remove what stays could be caused by bodily fluids.

  Additionally, we cannot replace our linens with any linens other than our Brand required linens that much be purchased through a verified vendor.

   

   

  Customer response

  12/09/2022

   
  Complaint: 18451726
  
  I am rejecting this response because: There is no way that any guest can call for a juice spill by a toddler on a sheet. I'm positive  no one has ever called guest service and asked for a clean up of a small amount of juice. This is unacceptable and only an attempt made by the management to cover up an error on their behalf. I ask that I am refunded the $130 amount billed for a sheet that has a juice spill.

  
  Sincerely,
  
  *************************

*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. ↩