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We are writing to inform you of a very unpleasant recent experience at the Red Roof in Lafayette, IN.
We made the reservation in advance and we were told that the only room available was the NON-SMOKING DELUXE 2 FULL BEDS.
When we arrived, we checked in and went to room assigned.
When we opened the door we were greeted by unmade beds, filthy linens, towels and garbage strewn on the ground, dead insects on top of the air conditioner, and
the room stank of cigarette smoke. Also, note that this room was anything but a ‘deluxe’ room.
The furniture was scuffed, the paint on the walls was pilling, and there was nothing special about this room, regardless of the fact we paid a higher rate for the ‘deluxe’ room.
The woman at the front desk was pretty matter-of-fact about it, perhaps she is used to receiving complaints like this. She shrugged her shoulders about the state of the room and the cigarette smoke, assigned us another room (regardless of the fact that apparently this was the only room available), and refused to discuss any discount.
The new room was clean and the beds were made, but still nothing special.
Another issue concerns breakfast. When we booked the room it included a continental breakfast. This hotel was at the end of a three week driving vacation where we stayed in many hotels, all in states that were pushing COVID 19 awareness and safety with great success, as does Indiana.
None of the other hotels had any problems with breakfast -they continued to provide breakfast just implementing safety measures-. This hotel simply informed us on check-in that breakfast was cancelled and refused to provide any discount for this.
On check-out the next morning, we again discussed all these issues with the General Manager, Mr. Bhavesh Patel, but to no avail.
He executed a $10 discount, and interestingly, he asked us please not to register a complaint, which request upon consideration, we are not able to accommodate. We believe that we should be refunded the full amount paid because of the long list of problems.
Submitted for your consideration and resolution.
Cecilia and Richard Clare
412 848 ****
User's recommendation: Be aware! Bad customer service!
Product or Service Mentioned: Red Roof Inn Room.
Preferred solution: Full refund.