Red Roof Inn

we stayed on 10/17/23 in wyethville

room 120

1. the receptionist was scared of dogs

2. there were bed bugs in chair in room

we found dead bed bugs upon getting home in our clothes and on us in shower

( i carry bed bug spray and sprayed everything we owned with it.

3. the mattress pad ( not even a zippered mattress cover) was for a full size bed on a queen size mattress

4. there was a broken bed spring sticking up through mattress and a hole in the bottom left corner of mattress

5. a non smoking room smelled like smoke

found ashes stuck in sticky stuff under the phone

( the manager did wipe if off)

6, the toilet seat rocked.

7. there was rust on wall from bathroom door hinges

8. mildew in bathroom on ceiling above shower.

9. no coffee or coffee cups in the room

I do not know if management changed but we likely will not stay here again.

we really liked this hotel in the past

RE: Red Roof Inn & Suites

1900 E. Main St, Wytheville VA 24382

Confirmation # [protected]

for Nov 1, 2022 for 1 night for 4 people and 4 pets, 2 rooms paid for

in advance

Picture of Red Roof Inn desk staff person attached

Me and my family that includes my 78 year old disabled mother in a wheelchair, my 58 year old sister and my 10 year old great niece arrived at the hotel and I went to the desk and registered. The day desk person who was a male, was just leaving the desk to the lady whose picture I attached. She is the person I interacted with. We arrived between 6pm and 8pm but because of the time change I am uncertain of the exact time. It was dark.

The woman at the desk gave me the electronic keys for two rooms, one on the first floor and one on the 2nd floor. The keys did not work. I tried every way I could as electronic locks are notoriously tricky. As I and my niece were walking back to the car a woman appeared and asked if I wanted her to run to the office to get new keys. I asked, "Do you work here?" She said no she just stays there a lot. Then I noticed all her luggage and a big blanket being used as luggage by the exterior stairs. I told her we would take it ourselves.

Back at the desk, I told the attendant the keys didn't work and she apologized and said the locks are unpredictable. She programmed the keys again and gave them back to me. I thanked her and then asked if she knew about the homeless woman and told her how she had approached me. The desk attendant asked what she looked like and I told her she had long dark curly hair, medium height and that she was standing by the stairs with her luggage. She said the manager knew about her. I asked why the manager let a homeless woman stay by the stairs on the property. She shrugged her shoulders. I took the updated keys and when I went back to the downstairs room, the homeless lady I mentioned above was now standing and smoking directly outside my room. I turned slightly so I could see her while still trying to unlock the door. It still wouldn't unlock.

I went back to the front desk and told the attendant that the keys still didn't work and told her the homeless lady had moved to stand directly outside my room and asked if this was a set up to rob or kill us since she wouldn't get her to leave? She said it wasn't a set up and started working on her computer. I called 911 as I stood there and reported that the homeless person had approached me about the room keys and then moved to directly outside my door and I was afraid she would rob or kill us. I told the 911 operator the homeless woman had dark, long curly hair and the 911 attendant said she was sending the police to the room. The desk attendant heard what I told 911 as I called while standing in front of her.

I asked the desk attendant for a different room since she couldn't give me keys that worked. She said there weren't any other rooms available but then said she would upgrade us to a suite. I told her she didn't need to as we were fine with 2 standard pet rooms that we prepaid for. She said the suite was on the first floor closer to the office and all 4 of us could stay the night with the 4 pets. We were so tired by then I said that was fine. She said it had a king bed and a sofa that folded out to a bed.

I left my family in the car outside the hotel with the doors locked and went to the downstairs room she gave me, I believe it was room 107. The door worked but when I went inside it only had a king bed and a desk. No sofa. All 4 of us couldn't sleep in one bed. I went back to my car and told my family. My sister told me she had seen the same homeless woman, with her luggage and blanket, go into the front office and saw her talking to the desk attendant. I thought that was strange.

I went back to the office and the homeless woman stood up from the chair she was sitting in and I asked her why she was there? She told me she was waiting for a ride. I noticed she had pulled her hair tightly into a knot at the top of her head where none of her curls showed. It made me wonder if the desk attendant had told her I called the police about her and told her how I described her to the 911 attendant. It felt odd.

I went to the desk and told the desk attendant the suite she gave me only has a King bed and a desk no sofa at all. The attendant appeared angry and blew out a breath and said, "All I'm telling you is what I'm seeing" (I believe she meant what she was seeing on the hotel's computer screen as she was looking at it). I said if she couldn't give us 2 rooms with working keys to give us our money back so we could find another hotel. The desk attendant said she couldn't give the money back but she would leave a note for the manager. She took out a piece of paper, looked at me and asked why I wanted my money back? I was surprised and said, "But you already know why I want the money back, you've been here why I tried all these rooms that I can't get into. The desk attendant said, "I need you to tell me step by step so I can write it on this paper for the manager". I took out my phone and hit video record, turned it to face her and asked her to repeat her question. She looked at me and said, "I didn't give you permission to tape me." I turned the video camera to record me and I repeated everything I have told you in this email. When I was done explaining everything in the video I asked if she had everything she needed for the manager. She said yes and as I started walking out the door she yelled, "and don't ever come back here. You're banned from here and if you come back I'll call the police." I turned and said, "What did I do that you would call the police? She said you called the police on her (referring to the homeless woman). I just ignored her and got into my car where my family was still waiting. I took a screen shot of the video I took and it is what is attached.

I drove next door to the LaQuinta at 1800 E Main St, Wytheville VA. I was shaking so bad as I asked if they had 2 rooms for us. She asked what was wrong and I gave her a brief summary of what happened. Sarah, the LaQuinta desk attendant, shook her head and said she had 3 other people with similar stories that came in wanting a room in just the past week. She was so nice it really calmed my nerves. Sarah said the manager's name at Red Roof Inn is Mark and she knows him as he used to be a housekeeper at Red Roof and was promoted to manager. She said Mark had been very excited when he told her the company who had recently bought Red Roof Inn had plans to renovate the hotel but unfortunately hadn't done so. Sarah said all the homeless that hang around Red Roof is why LaQuinta has a rule not allowing locals who live within 70 miles stay at LaQuinta.

Please note that I didn't ask for a refund at Red Roof Inn because the homeless woman was following me, I asked because I couldn't get 2 rooms with a key to unlock them. We were tired and just wanted 2 rooms we could open and go to sleep. We had driven from Indiana and just wanted to rest.

I have tried since Nov 2nd to talk to Mark (or anyone frankly) at the Red Roof Inn but no one ever answers the phone. The number I got online and was using was [protected].

I would appreciate your looking into this matter. I understand the reservation was non-refundable but I wasn't trying to cancel it, I just wanted what we paid for and didn't get...2 rooms with keys that worked.

This reservation was made through BringFido dot com. I have gone through their complaint process and was told to bring it to your attention. I am attaching their final response to the complaint.

This was a serious problem, threatening the health and safety of my family. I fear this hotel is a blight on the good name of your company and hope you will take action so other incidents like this won't happen to anyone else. The lady who was staying in the room next to 107 was at the customer desk while I was checking in and when I opened the door of 107 she was putting her luggage in the room. She said she had been given another room and when she opened the door with the room key there was a man sleeping in the bed. She had gone back to the desk and was given another room (the one beside 107). Although I don't know the lady's name, if you look at the hotel records you can verify with her that the events happened as I have stated here. It was her 2nd stay at this hotel as she had stayed overnight on her way east and then stayed again November 1st on her way back home. She said she was a medication nurse, a CMA I believe.

Thanks

Kimberly Thompson

727 Crestwood Dr E

Evansville IN 47715

Cell [protected] or [protected]

[protected]@yahoo.com