Red Roof Inns, Inc.

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[redacted]   Dear [redacted]   Thank you for informing the Red Roof Inn Guest Relations Department of your concerns regarding our Columbus (Hebron) location.  You have requested that we conduct all necessary research with those involved and provide you with a resolution.   Please accept our sincerest apologies for your unpleasant experience at our Columbus (Hebron) location. It is disappointing to learn that we fell short of our goals in this instance.  We appreciate you taking the time out of your busy schedule to share your concerns.   We can assure you corrective measures have been taken to prevent similar problems in the future.   Please know that we value you as our guest and appreciate your business.  We appreciate you sharing your concerns and it is our hope you will give us the opportunity to better serve you at Red Roof Inn when your travel plans require lodging.     Very truly yours,     Jason M[redacted] Supervisor of Guest Relations Red Roof Inn   Tell us why here...

September 20, 2017 Case ID: 972890   Dear [redacted],   Thank you for contacting us about your concerns regarding our Red Roof Inn # 607: Springfield location.  You had requested that I research this situation with those involved and provide you with a resolution.   Please accept our sincerest apologies for your unpleasant experience. I am disappointed to learn that Red Roof fell short of our goals in this instance.  I appreciate you taking the time out of your busy schedule to share your concerns.   I can assure you that corrective measures have been taken regarding this situation.  Red Roof takes pride in providing superior service and we are taking steps to prevent similar problems in the future.  Please know that we value you as our guest and appreciate your business.  As a token of our appreciation, we would like to send you one free night certificate.  The certificate would be good at any Red Roof Inn nationwide and it would be good for one year. Is it okay to mail it to [redacted]?   Thank you again for bringing this to our attention and I hope you will give us the opportunity to better serve you at Red Roof the next time your travel plans require lodging.    Very truly yours,     Jason M[redacted] Supervisor, Guest Relations Red Roof Inn

nothing resolved yet. I want exactly what I requested in original complaint.

Thank you for taking the time to tell us about your experience at theDalton, GA Red Roof.  I am sorry that your experience did not meet your expectations; please accept my sincerest apologies.At Red Roof, we strive to provide every customer with superior service; therefore your feedback is...

very important to us.  I want you to know that we are taking the appropriate measures to address the problem that occurred during your stay to prevent any future occurrence.We appreciate you sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Dear Mr. [redacted],   Thank you for contacting us about your...

concerns regarding our Inn # 750 Bloomington, IL.  You had requested that I research this situation with those involved and provide you with a resolution.   Please accept our sincerest apologies for your unpleasant experience. I am disappointed to learn that Red Roof fell short of our goals in this instance.  I appreciate you taking the time out of your busy schedule to share your concerns.   I can assure you that corrective measures have been taken regarding this situation.  Red Roof takes pride in providing superior service and we are taking steps to prevent similar problems in the future.  Please know that we value you as our guest and appreciate your business.  A refund of $30.00 was processed on 1/18/2017. Per our phone conversation, this was an agreeable resolution.   Thank you again for bringing this to our attention and I hope you will give us the opportunity to better serve you at Red Roof the next time your travel plans require lodging.    Very truly yours,    Christopher G[redacted] Manager, Guest Relations/Redicard Red Roof Inn

Below is a copy of email response sent by the GM of the Red Roof Inn - Fulton , NY for reference. According to the GM, they attempted to contact you to address the issues with the ac unit and the bedding in the room, but you were unavailable.  At that time, they relocated your belongings to another room in an attempt to resolve your concerns. The GM also waived the Rollaway fees associated with your reservation as a courtesy to you during your stay.If you would like, you can respond directly to the GM of the location to discuss this matter further. I apologize if this resolution did not meet your expectations, however I am unable to offer any additional compensation on behalf of the location at this time.Regards,Jason M[redacted]Supervisor, Guest Relations    Dear [redacted],Thank you for taking the time to tell us about your experience at the Red Roof Inn Fulton NY. I am sorry that your experience did not meet your expectations. Please accept our sincerest apologies. Sir, you left message at the Front Desk with Amy that the Air Conditioner was not working and mattress had some black marks and youwanted to change the room and left.  We called on the phone number you provided us, but you did not answer the phone.  Sinceyou wanted another room so we asked our housekeeper to move few things you had in the room for the better room.  We needed thisroom because we had about thirty reservations and we had to clean this room before the housekeepers left for the day. You also mentioned that you are not going to pay for the Rollaway for two nights and we waived the charges of $20.00because we wanted you to be happy Customer.  We are very sorry again for any inconvenience caused and will take care of you and yourfamily when you will be here for the parents day at the Sunny University I can assure you that corrective measures will be taken to ensure a similar situation does not occur in the future. 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.Very truly yours,Hitesh P[redacted]General ManagerRed Roof Inn - Fulton NY

Thank you for your interest in the Red Roof Inn.  We appreciate that you have taken the time out of your busy schedule to share your experience at the Red Roof Inn. Ple[redacted] know that we value you as our guest...

and appreciate your business.                Your comments have been documented, and have been forwarded to management staff at the location for review. You can expect to be contacted within the next two business days.               Should you have any other questions or concerns, ple[redacted] contact us by email at [email protected], or by phone at 1-800-554-4555. Our hours of operation are Monday through Friday, 8:30 a.m. to 5:30 p.m. EST.   Thank you,  Jason M[redacted]  Supervisor, Guest Relations

Dear Ms. [redacted]We apologize for any frustration. However, we will not be replacing the missing VIP pass. We have consulted with the Regional Vice President of Red Roof Inn Phoenix West-PLUS and he considers this matter closed. There will not be anything further that we can do about this matter. Thank you for your time,Christopher G[redacted]Manager, Guest Relations/RedicardRed Roof Inn

I am rejecting this response because:The business never called and apologized.  The business only insisted that they were right and I was wrong.  I want Aman to call and apologize to me which has not happened.
Regards,
[redacted]

Good Afternoon Mr. [redacted], Thank you for contacting Red Roof Inn. I would be happy to file a formal complaint about this issue. However, I need a little more information. What location was this at? What was the date of the stay? Was the room registered in your name? Thank you for your...

time today,Christopher G.Guest Relations/RedicardRed Roof Inn

August 1, 2017 Dear Laranda [redacted]: Thank you for your additional comments regarding our Red Roof Inn Myrtle Beach Hotel – Market Commons. I regret that the handling of your situation has not been to your satisfaction. Occasionally, we are unable to resolve a situation as a customer requests. After reviewing your case, I am sorry to have to advise you that this appears to be one of those instances. We realize that problems will arise from time to time and are continually striving to improve the quality of our services and accommodations to fully meet the expectations of millions of customers every year. There will be no further communications going forward regarding this matter. Please know that we value your patronage and appreciate you making us aware of the situation once again.  Sincerely, Christopher G[redacted] Manager, Guest Relations/Redicard Red Roof Inn cc: Joe M[redacted] Sr. Vice President Operations # 226 2071 N Bechtle Ave Springfield, OH 45504 ...

Thank you for informing the Red Roof Inn Guest Relations Department of your concerns regarding our Inn # 759 Waukegan, IL. You have requested that we conduct all necessary research with those involved and provide you with a resolution. I do want to let you know that we did file a formal complaint...

on your behalf so that the location was made aware of your issues. At the time the case was filed an offer was made of a free night certificate which you declined. At this time we consider this matter closed as no further compensation will be offered.   We appreciate you sharing your concerns and it is our hope you will give us the opportunity to better serve you at Red Roof Inn when your travel plans require lodging.   Very truly yours,     Christopher G[redacted] Manager, Guest Relations/Redicard Red Roof Inn

Thank you for informing the Red Roof Inn Guest Relations Department of your concerns.  You have requested that we conduct all necessary research with those involved and provide you with a resolution.   Please accept our sincerest apologies for your unpleasant experience. It is...

disappointing to learn that we fell short of our goals in this instance.  We appreciate you taking the time out of your busy schedule to share your concerns. We apologize for the delay in the processing of your check. Unfortunately, we did not receive your emails and could not process the check requisition without a verification of your address. We have forwarded the check request to our corporate office and we do expect it to mail early next week.   Please know that we value you as our guest and appreciate your business.  We appreciate you sharing your concerns and it is our hope you will give us the opportunity to better serve you at Red Roof Inn when your travel plans require lodging. Very truly yours,     Christopher G[redacted] Manager, Guest Relations/Redicard Red Roof Inn

We apologize for any confusion but we are unsure of what you are rejecting. As stated in the previous email we have refunded you for this reservation. I have attached the receipt.Thank you for your time today,Christopher G[redacted]Manager, Guest Relations/Redicard

Greetings,Thank you for contacting Red Roof Inn. When we received the complaint from the Revdex.com we did create a formal complaint in our system to the Red Roof Inn Lancaster. The general manager has reached out and explained the details in regards to your loyalty points as well as supplied a detailed...

receipt to you. It is our hope that this is the response you were looking for and we do feel this situation is resolved. We would like to extend an apology for any frustration or inconvenience this situation may have caused you. Please know that we value your feedback and hope you will return to Red Roof Inn in the future.
Very truly yours,
Christopher G. Manager, Guest Relations/RedicardRed Roof Inn

Hi [redacted],Thank you for your comments concerning the billing from your recent reservation at the Red Roof Inn Columbus West Broad Street location. After reviewing the billing details on this reservation, it has been determined that the location is unable to refund your stay due to the cancellation...

policy of the 3rd Party Booking Source. According to the terms of the Expedia Advanced Purchase, no refunds will be given. I apologize if this causes any inconvenience for you. On occasion, the cancelation policy provided by a 3rd Party may differ than that of the location.  To avoid this in future, please contact the location directly, call 800-Red Roof, or visit Redroof.com to complete your reservations.Thank you, Jason M[redacted]Supervisor, Guest Relations

Ms. [redacted]A formal complaint has been filed on your behalf and has been forwarded for review. You can expect to be contacted by Management staff within the next 2 business days. Regards,Jason M[redacted]Supervisor, Guest RelationsTell us why here...

Hello, We are disappointed to hear about your experience with the Red Roof Inn. I would like to file a formal complaint on your behalf, but I need more information. Please describe your experience in greater detail. Was this room registered in your name? Do you have the confirmation number or...

room number? What were the exact dates of your stay? Thank you, Christopher G[redacted]Manager, Guest Relations/RedicardRed Roof Inn

I am rejecting this response because: I am saddened in your reply to the Revdex.com. In it, you have stated nothing is to be done as it relates to their current employee Luis, who not only used foul language when simply asking him to please fax paperwork to my attorney [redacted], as he had requested, but have also chosen to ignore the swear words made to me by Luis, probably totaling over one hundred, while guests of the hotel were present, along with the threats made to me by, Luis. You have also chosen not too address the vulgar language used by their general manager Mr. Ken H[redacted] after being notified a complaint had been made against the hotel as it relates to their employee Luis, who proceeded to rip the computer out of the wall while I was using it, that is provided to guests, stating that I no longer can use the computer to file complaints with the Revdex.com against the hotel. As I explained to Mr. H[redacted], it was on my own time away from the hotel when the complaint was filed. Mr. H[redacted] responded that it is too [redacted] bad, and that if I am to continue to store items in 'his' refrigerator, he will charge me twenty dollars each day. As I told Mr. H[redacted], which he is well aware, I have been unable to drive since being released from custody at the Milwaukee County Jail in March of 2016, and are forced to have people drive me to the grocery store once or twice each week to purchase items from the grocery store, having to purchase a number of items, some of which I am unable to fit in my refrigerator. When asking the hotel staff if I could store a few refrigerated items in their refrigerator, I was told no, I could not. I was forced to have my attorney [redacted] ###-###-####, contact the hotel and ask them to please allow me to store a few refrigerated items in their refrigerator as the one provided to me in my hotel room was neither large enough, nor did it have a microwave directly on top as all of the other guests at the hotel are provided. Unfortunately, it was not until Attorney [redacted] made Mr. h[redacted] aware that the refrigerator is not only provided to staff to store items, but to its guests as well, currently whom many of them store items. Attorney [redacted] stated to me it was at that time Mr. H[redacted] allowed me to store up to a handful of refrigerated items at a time in their refrigerator, stating that I must only retrieve the items between the hours of 11:00 p.m. to 6:00 a.m., only, and that if I am to ever ask anyone for their permission to retrieve an item other than during the time stated, I will immediately be asked to leave. As was asked by my attorney [redacted] ###-###-####, several months prior to checking out of the hotel, to provide me with a microwave and working heating/air conditioning unit, as provided to all of the other guests while staying at the Red Roof Inn, where unfortunately I was never provided one by Mr. H[redacted], or anyone from his staff despite our repeated requests to please do so. A few weeks prior to checking out of the hotel as I was a guest for several months, yet again Ken H[redacted] casually walked in to my room unannounced, which he has done several times in the past while I have been in my room, saying he was just coming in to my room to check on me and see how I am doing. When seeing me lying on the bed appearing extremely ill, Mr. H[redacted] immediately called for an ambulance where I was taken to a hospital, having been very sick. Despite being aware of this matter, along with both myself and attorney [redacted] repeated requests to provide me with a working heater, Mr. H[redacted] for some reason refused to do so, giving me a space heater, instead. I not only complained to Mr. H[redacted] several times but his staff as well, asking for them to please fix my heater or to move me to another room that has a working heating unit, they again refused to do so, even though my room was freezing, most days below sixty degrees in temperature. I am unable to understand how the Red Roof Inn and its corporate offices do not seem fit to address these matters as it relates to the treatment I received while a guest at their hotel. I would like to thank the Better Bureau very much for all of their help for allowing me to address my concerns. Thank you.
Regards,
[redacted]

Complaint: 12376599
I am rejecting this response because:I have dealt with the manager at the hotel and want to talk with someone in higher management.that can help .
Regards,
[redacted]