PLEASE stay here. What a fantastic hotel for a good price. If you dont want to read my whole review, please read the bottom line! My husband is active duty military, and needed to go to Bethesda for sugery, and we chose Red Roof for its pet policy when the Navy lodge was full. We booked through Expedia for 8 days. The manger Kellie gave us the BEST customer service I've ever experienced in my life. She treated us like old friends, and our room was large, very clean, and comfortable. Now, I had a not so good experience at a red roof inn in Groton, Connecticut. (Corporate Red Roof, please get rid of your terrible manager there, and if you can replace him with someone even half as amazing as Rockville's Kellie, you will be doing it a world of good!)
Unfortunately, because of the Groton experience, when the Navy lodge called us halfway through our drive (9 hours from Maine) and told us they had an opening, we cancelled 7 of our days through Expedia and opted to just stay one night. Well, after we got there, and met Kellie and got our room, I regretted cancelling, even though the lodge is right on base. THEN, the next day, after checking out and packing all our stuff and getting our car towed to a tire shop for a flat tire that needed to be entirely replaced, we get call from the Lodge saying they made a mistake and no longer have our reservations. I was furious, and felt exhausted and stranded. We had the lodge call red roof back to see of they could possibly salvage our reservations there. I had little hope. But they put me through to reservations.com and the man there said they could get us in. For $30 MORE a night!! We just accepted out of desperation.
When we thought things could only get worse, my husband checked in with Kellie. Without him bringing to up at all, she took the time to look at our reservation, and told my husband since we were staying so long, she could give us the extended stay price, which ended up being LESS a night then our original first reservation through Expedia!! She held it for us while we cancelled the other reservation through reservations.com.
BOTTOM LINE: Kellie made our day and our week. I felt like there was a hold in our pockets with the tire, the tow, the trip! She had a few rooms available and let us pick one! She walked and talked with us, and showed us the rooms. She was so cheerful and funny, and her staff was friendly and helpful too. This hotel is just up the road from the metro station that will take you right into DC and the Smithsonian hotels. There are lots of places to eat, and it's just far enough from the 322 to get out of the traffic, but plenty close to downtown and the metro. Despite having military privileges at the base hotels, when we come back we are staying at Rockville red roof as long as Kellie is there! Oh, and don't bother with Expedia and other 3rd parties. Just call the hotel directly, you will get faster and friendlier service that way! Thank you Kellie, for turning our trip around, and being a rare gem in customer service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 27, 2013
Thank you so much for that awesome review...Actually,Kellie is our 7-3 team member-her customer service skills often surpasses that of the management staff. You were in very good hands. She takes her job very seriously and we are lucky to have her. Sometimes we have to cut her conversations short( with some of the guests)-:). She has never met a stranger, and we love her. Thank you so much for taking the time to remind us!
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Shirley Jordan/Claudia Lazo G.M's
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.