Red Roof Inn

On May 15th 2025vme and a friend stayed at the red roof plus West in Phoenix Arizona I paid for 2 rooms and 2 deposits which the deposits were supposed to be refunded the next day the other room I rented checked out on time and then around 6pm got a call to my room telling me that I had to leave because the other room I had paid for for a friend they said there was cigarettes ashes found so I was told to leave after I paid for another night they waited till 6pm to tell me about the other room and check out time was at 11am I was told I would not get my deposit back they lied to HR told them I was smoking in the room I never went into the room it was on the 3rd floor I had made the reservation in my friends name but used my debit card to pay for the room and the deposit but what really makes no sense the person I rented the room for does not smoke and he was visiting me and my other friend downstairs most of the night so I was told I had to leave I was there with a cancer patient who had just had radiation treatment earlier that day I was her care giver when I asked to talk to the manager she refused to talk to me I ended up leaving ended up sleeping outside all night we had rented the room because I was waiting for my apartment to be finished so I could move in so I literally had no place else to go and I'm disabled so the next day I tried to talk to the manager she wouldn't talk to me later that after noon she finally came outside to talk to me she promised to pay me back both deposits but there was a freeze on my card so she could not send it back the card had been cancelled due to my card being used with out my consent so I had the card disabled she said to call her and let me know what my bank said she could only return to original card 5 min after she went back into the hotel I called the front desk where I was told I was not getting a refund I was told I couldn't talk to manager even after I told her the manager told me to call she refused to let me talk to the manager and I've tried several times to speak to the manager I've been told Everytime she is busy or unavailable I sat outside the motel for 4 days because I didn't have the money to rent another room because they were holding my deposits so for 4 days we sat outside the motel they were rude very un professional and acted like children I filed a complaint with there customer service that's the only reason she came outside that 2nd day and to ask us to move because she had a business to run that's the only reason she came out there was because HR contacted her but she only lied it is now June 9th and I've still not gotten my refunds they are still holding my money I called customer support I be tried to get the name of the owner the managers boss to complain and they refuse to give me that info it's been over a month and I've still not gotten thru to manager she's a avoiding me Everytime I call I'm told she's busy I'm told they could not give me my refund cause they had no where to send it I gave them the address over 3 weeks ago and still no refund they won't give me the name of the owner of red roof West they won't let me talk to no one to get this matter resolved after she promised me she would refund my money she's not kept her word she will not answer my calls the hotel desk clerk is acting like her pit bull and keeps telling me she's busy I know she's lying the refuse to give me the owners name the manager is acting down right childish by not giving me the name of her boss it just tells me she knows what she's doing is wrong and if she keeps me from talking to the owner it will save her butt cause I will tell it all to her boss I just need to get a hold of the person who she has to answer to I will find it sooner or later the longer she plays this childish game the more guilty she looks she needs to act like a manager not a spoiled toddler

Sent from my T-Mobile 5G Device
----- Original message -----
From: Pamela Daniels
Date: 1/7/25 5:01 PM (GMT-08:00)
To: zackgharib@***.com
Subject: HomeTowne Suites. Rancho, Cordova, CA.

95742 Rm. 221.
First off I would like to say that between my first stay here in Summer 2018, and now whoever now owns this Hotel has let it disintegrate 95%.
I came back here 12/7/24, after not being able to live with family any longer. I felt that I would be here no longer than 3 months, or less until I got a place of my own, since Holiday Season had begun.
I booked through your site, and called to verify this at your 800 reservation phone number, that my rate wouldn't change
$70.43 per day, and $574.34 per week (including all taxes) as long as I had uninterrupted stay at the Hotel.
I've been paying $577.01 per week, since I checked in, not the guaranteed price I was quoted, so l let the few dollar difference discrepancy per week slide.
On the evening that I checked in, I called to inform the front desk that I would be a late check in, and was informed that I would have to be here by 11:00 p.m. as the front desk closed.

I've never known any front desk of a Hotel to close, but I rushed here, and was put into room 221. There was only 1 luggage cart, it wasn't in office, so some guest had it in their room. So we lugged what we. Immediately needed upstairs to the room.

This room looked like a a murder scene, had no door shelves or drawers in refrigerator, was unclean, heater didn't work, no blankets on beds,etc...
I immediately called the Front Desk, and was told that I couldn't be moved that night, a message would be left for the manager the next day, and I should be called when she got in.
By late afternoon, after not being contacted by manager , I called the front desk, and told them what was going on with my room, she stated that "room 245 was available" after checking it's location, and being worn out from the previous days activities. I just decided to stay where I was at.
The next day, (12/9/24) I went down to the the Front Desk, and explained that room 245 was too far from the 2cd floor entrance to be moving my things without a cart, I was told that room 221 was available, and it was two doors left of the main 2cd floor entrance. I asked, and was given a key to check out the room. It was 25% better, and the heater worked.
I noticed it wasn't clean either, but the heater worked, and refrigerator had all of its parts.

No blankets on either bed.
On 12/14/24, l went down to pay for the next week, I reminded them of what I had been through, and was given a 1 day credit from 12/14-15/24.
Also after moving to room 221, and running errands, I used the bathroom and notice that toilet is stopped up. I called the front desk, but no answer. (was after 11:00 p.m.) I was told that Laundry Person was their doing the night after Front Desk Closure, she could only do things like giving out a plunger, or updating a key cards.
So we had to use the bathroom in the garbage can, and dump it afterwards for the night. The only reason that it got fixed immediately, was due to the pipeline backing up, and leaking in th room downstairs, so I got two maintenance men at my door bright and early because of this.

It was so previously clogged they had to use their "Snake" for over 30 minutes, which left brown and black marks on the bottom and rim of the toilet of the toilet. They didn't clean up any part of their mess, told me that I had to do clean it and left.
As I was getting ready to go down to the front desk on 12/14/24, while collecting the dirty linen and towels, a Strange Man used a key card, and walked into my room (221), he saw what I was going for, and shouted "I'm sorry, they gave me this key card at the front desk and said the room was empty", and left.
When I got to the Front Desk a few minutes later, he was there, and the woman at the Front Desk was explaining that their "system was down and messed up apologizing".
I paid the next day, and got a few more linens, and one comforter blanket. I also inquired about their monthly rental rate, and was told that the Hotel was in the process of being sold, and they would get back to me after the new year. No one has yet.
I gave them a detailed list of repairs that is needed for room 221, they called the maintenance guy, gave it to him, while I was still at the Front Desk, but nothing has been fixed to date.
All previous damages.
1.

Water leaks from kitchen sink faucet when turned on, Hot, Cold, or Both, and has a leak going into cabinet under sink, which has warped, and is rotting cabinet.
2. Electrical outlet in kitchen by stove does not work.
3. Stove top needs another dial, only has one
4. Bathroom Sink needs to be unclogged, water so slow draining that you can barely wash your hands.

Sink also leaks water when turned on, no matter whether Hot, Warm, or Cold.
5. Toilet seat needs replacement or at least new bolts, moves when in use.
6. Table needs to be leveled, very hard to eat on.
7. Drawers don't stay closed.
8.

Room needs bed linen, with blankets and Comforters, and to be swept, mopped, and cleaned. No housekeeping has been in room to clean, since I've been in room 221, even though I have requested it several times, and I've been in the room for a month.
I have been informed, each time I go to the Front Desk for linen that it's always being washed, and since coming here they have been out of small trash bags for their trash cans, and now toilet paper for their guests as well, all was on back order. This went on until the week before Christmas.
I took all linen off of both beds on 12/15/ 24, right before my birthday, and went without any Sheets or Comforters until today.
On 12/30/24 when I went to Front Desk to pay, I asked again about getting room cleaned and Maintenance fixing my requests, and was told that they would ask manager about it. I was then told that this is no longer an Extended Stay Hotel past 28 days, and I would have to check out for 3 day, and then come back, when I asked since when because there's guest that have been here for years, and some for months.

I also informed her that when I had asked about a monthly rate a few weeks prior, no one had mentioned this, and if this was so I would have never booked here or put up with all the things that I have, and still be here. I would have left within the first 24 hrs. She stated that her manager was in a meeting and she would have her call me when she got out, still haven't had a call as to date.
There's a smell of Urine in the outside Elevator and Hallways to the room. I've had to step over the Homeless in the Outside Hallways to the Room, Stairs, and Elevator.

I've killed 2 Roaches since being in this Hotel Room, But I've stayed because of the rate I was getting, hopefully and eventually getting a lower monthly rate, not daily.
Please advise what I can/need t to do for a lower or same rate?

You 800 booking department told me that the lowest they could go for 1/12-19/2025, and forward is about $40 more per week than I've been paying already $577.01. For everything that I've been/continue to endure please advise.
Please call or text me as I don't check my emails regularly
Sincerely,
Pamela Daniels, room 221.
Mobile Phone: (559) 681-****
Sent from my T-Mobile 5G Devicecht

I made the mistake of making a non-refundable reservation through Booking.com in a rush, which is its own issue due to small font and UX designed to be sped through their site. This is an extremely deceptive business practice.

Booking.com does attempt to avert this by offering to contact the hotel management to waive the cancellation fee. However, upon speaking to management at this location to pursue a refund, the manager told me that they did not have my money and could not assist. Conversely, speaking to Booking.com, I was told the exact opposite. After more than two months of back and forth, I discovered there was a commission being kept by Red Roof and both parties were extremely difficult to work with.

My experiences included hang ups, ignored emails, and being directed to voicemail when trying to speak to management. At this point, these companies have $495.44 of my money, with no reservation, and I am done with both of these companies. This has been a multiple month ordeal and a hard lesson learned.

I think this is a terrible look for both parties involved, and I want this encounter to serve as a cautionary tale. This amount is half or the entirety of rent for some folks, and I want to prevent this from happening to anyone else.

Saturday, February 22 me and my fiancé after moving all day from Valley Park to Maplewood decide we wanted to get a room shower get really clean and get some real rest before we have to clean up our new house so we reserve a room we talk to a guy who lets us know its gonna be 175. He gave us a good rate.

He also told us that itd be a three dollar charge if we kept anything inside of the safe thats in the room so we get there unbeknownst to us. The room has went up by $20 and the charge of the safe is added to the charge so instead of 175 in the $50 hold its now 183 we argue back-and-forth about the price we argue back-and-forth about the fact that if we use the safe then it would be a charge. This is what the guy on the phone told us so finally after all the commotion we get to our room theres no microwave. theres no fridge so I go down and I asked where is the microwave and wheres the fridge?

The young lady whos been rude with us from the beginning I believe her name was Tara after waving her hands to us and telling us that we dont have to rent from them. She goes on about how we didnt pay enough money to get a microwave in a refrigerator in the room. If you want a microwave in the refrigerator in the room, they will have to pay another $10 which we did because we had food. We wanted to warm up all in all this experience has been *** I stepped in dog *** I hope it was dog *** We got here.

The blow dryer had hair all over the handle. There was also a needle top on the floor here a syringe needle on the floor.

Weve never stayed at the red roof in, and we will never stay again. Its been beyond 7 days I need my money back

Dear Red Roof Corporate Team,

I hope this message finds you well. Im reaching out to express my serious concern and disappointment regarding a recent experience at one of your properties, HomeTowne Studios by Red Roof Fort Lauderdale.

I had a reservation for [insert your check-in/check-out dates], but upon arriving at the property, I was met with extremely unsanitary and unsafe conditions.

The room was visibly dirty and emitted a strong, unpleasant odor. Even more concerning, I witnessed someone actively using drugs on the premises, which made me feel genuinely unsafe. Given the condition of the room and the environment, I felt I had no choice but to leave immediately for my own health and safety.

I returned to the front desk right away and explained my concerns, asking to cancel my reservation and receive a refund. I also contacted Hotels.com to advocate on my behalf.

Unfortunately, they informed me that despite multiple attempts, the property manager did not approve the refund.

I understand that refund policies exist for standard cancellations, but this was not a matter of personal choice. I did not feel safe staying at the hotel, and the conditions were simply inaceptable.

I believe no guest or animal should be expected to remain in such an environment.

For your reference, I have attached photos taken during my visit that clearly show the state of the room and support the claims in this message.

I respectfully request that your corporate office review my situation and issue a full refund due to the circumstances. I hope to hear back from you soon and trust that Red Roof will stand by its commitment to guest safety and satisfaction.

Thank you for your time and understanding.

Warm regards,

James Torres Gonzalez

787-974****

jeremias_delatorre@***.com

Itinerary: 720622****0971