ComplaintsforRed Roof Inn
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Complaint Details
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Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
We started staying at this location in June. My husband went to make a payment last evening, July 23rd. It included a night and a deposit. The manager, *******, came banging on my door at 8 am this morning, July 24th. He said there were no deposits and payments on file so we needed to leave immediately and we were banned from the property. My husband went into the office to show him the charge and the employee that took the payment tried showing him that I made a payment and he wouldnt listen. So he then called my husband a scammer and a fraud artist and said we needed to go to the motel 6 where they allow that kind of behavior. After we cleaned the room and got our belongings my husband went to go return the keys and he said he sees the payment on file. Didnt offer to let us continue our stay. Very unprofessional. I have gotten many unauthorized charges from an employee name *****. There is also an employee named ******* that told me she doesnt give a **** when I come and pay. So we have to suffer now with no where to go until our house is finished because of their negligence. There is an unauthorized charge of $63 that they have not refunded us, including 2 deposits equaling $100. We also used our points for a free stay and had to pay an additional deposit of $50. The employee, *******, was very rude to me because I called customer service to confirm that was accurate. I have paid a total of $3400 at this location from June to July. I can pride a statement if necessary.Business response
07/24/2024
All payments for future stays are refunded and all deposits due back were refunded. You were removed from property and banned from property due to breaking verbal contract to have deposit by 230pm. We consider this issue closed and we are sorry that we are unable to be the hotel to accommodate you for future stays.Customer response
07/24/2024
Complaint: 22037035
I am rejecting this response because:I am owed 2 deposits and $63 totaling $163 dollars. My promise was not broken and paid in full. Talk to your employees that took my payment. I will keep denying until I recieve my refund.
Sincerely,
*****************************Initial Complaint
07/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
I've been staying at the red roof inn for about a month and a half now. Every week I pay a $50 deposit that I have yet to get back. I am owed over $160 back from them. I've payed well over $4000 to stay here so far. One staff member keeps charging my account when I have a positive credit on my account.Business response
07/24/2024
I have reviewed the complaint and your last stay with us. You only stayed one night recently on July 11th. You were not charged a deposit. All deposits if you did stay in past with us prior would of been refunded if due back to you. We are not holding any deposits for you. If there is anything else or any further questions, please feel free to reach out to me at ************ option 6.Customer response
07/24/2024
Complaint: 22029683
I am rejecting this response because: I'm waiting on two $50 deposits that you guys are still holding and a $63 charge from one of your employees that was unauthorized. Employee name would be *****.
Sincerely,
*****************Initial Complaint
03/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid for my room there at Priceline. When I arrived they told me they had to put a $50 hold on my credit card. I agreed to do so. I stayed a second day, and I was told the $50 hold would be lifted and another $50 hold put in place. I agreed to that also. I checked out prior to checkout time, and when I checked my bank balance early this morning (3/14/24) I discovered that neither $50 hold had been lifted and an additional unauthorized charge of $154.64 was made by Red Roof. There is absolutely no reason for that charge to have been made. I demand my $154.64 be returned as well as the $100 that they put a hold on. Immediately.Business response
03/15/2024
I have attached the registration form signed agreeing to pay charges if any evidence of smoking in the room occurred. It was verifed by two team members(we due dual verification to avoid any issues of opinions). The original guest deposit of $50 minus the safe charge he also agreed to pay was refunded for an amount of $47.83. The second night deposit was held and the additional charge to equal the $200 smoking fee. If the guest would prefer to switch cards to a different payment method, he would need to come in and insert his card and I will refund the original card and charge the new one. Furthermore, the guest is to refrain from using unacceptable tone or language when speaking with my team members, we had a unfortunate incident last night where he used foul language at my team member who is just doing her assigned job. Any questions, we invite the guest to call me directly at the hotel. Please provide a guest a copy of his signed contract with the above contractual obligations he agreed to.Customer response
03/15/2024
Complaint: 21431371
I am rejecting this response because:I did not smoke in the room, so there could be no evidence of my doing so. No refund has been issued for $47,83 or any other amount. None whatsoever.
No unacceptable or foul language was used by me. Furthermore, if a person did so, it would be immaterial to the unauthorized charges.
In light of the fact that this particular employee has concocted these lies about my stay, she should be terminated immediately.
Sincerely,
***********************Business response
03/15/2024
We considered the case closed as we completed an investigation by two independent sources as for the smoking in room and verified **** card ending in 6688 was refunded minus the safe fee.Customer response
03/15/2024
Complaint: 21431371
I am rejecting this response because:I have not received any refund whatsoever, and since I did not use the safe at all, I clearly should not be charged a safe fee.
Sincerely,
***********************
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.