I wish I could give a zero to this hotel. We arrived at the Red Roof Inn (RRI) to check into our room only to be informed they had no reservation in our name. We had booked the room through Priceline several weeks before, and had received two email confirmations from Priceline before our trip. The front desk called the manager out, who also told us there was no reservation. He proceeds to tell me I needed to contact Priceline, which I did. Priceline told me the room had been confirmed, and transferred me to one of their managers. She asked me to hold and she called the RRI manager, where he went to a backroom to take the call. While I was waiting, on hold, in the lobby, a man came in and asked for a room. He was told there were only Kings left at $269, so this made us aware that they did have a room available to us. A few moments later, the Priceline manager came back on my line and told me the manager refused to do business with us (including Priceline) even though he said he had a room for $380 (the price keeps going up), which Priceline said they would pay the difference. Another RRI woman came out, and told me - while I was on the phone with Priceline - that she would give me the room if I put the $380 on my credit card and I could get reimbursed from Priceline on my own. She then proceeds to tell me I should book directly with them next time, not Priceline.
Meantime, the Priceline manager told me she would find me another hotel which they did. On top of all this, the original male manager never came back out to the lobby to speak with me at all, but sent others to do the job. During this whole time, I never lost my temper, for I was too flabbergasted that this was taking place.
I stay in hotels several times a year, but have never been treated the way this hotel treated my husband and I. Needless to say, we will be doing business with Priceline again, but not with a Red Roof Inn.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I am the general manager here and I want to apologize for the situation that occurred on August 3rd. I request you to understand the following fact: First you found out and agreed that we did not have a soft copy or hard copy of your reservation in our system, which you made through Priceline when you came to check-in. Then you called Priceline from our office, and we received a fax after your conversation with Priceline without providing any guaranteed payment method from Priceline. So at this point, we both agreed that this location was not handling your reservation, but it was handled by Priceline with CRS of RRI. So it was a big mistake from their end.
Yes we said that there was one last mini-suite available with a rate of $269. Even though we were not part of this situation, we were ready to accept your reservation. Unfortunately, after your conversation to Priceline, they were not providing a credit card to us. You also refused to pay us directly. So we had no way to overrule the policy and let you check-in without any money.
It was Saturday and my representative spoke to Priceline requesting them that if you provide a credit card now, we will still go ahead and consider their check-in. The Priceline rep. said that he cannot provide a card but on Monday, we may be able to do it. According to you, the Priceline rep. provided a credit card at another hotel for your stay, so why could they not provide us a credit card? So I do not understand why we were getting blamed for this situation.
Now you please tell us was it possible for us to let you check-in in this situation? And who will be responsible for the related accounting process?
Kindly understand the situation and we want to apologize for any inconvenience. I hope that any misunderstanding or confusion that you have should be cleared out. Again, I personally feel sorry for the incident that occurred.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.