My review would be higher if our 'Surperior King' room had a working refrigerator sometime during our 3 night stay. We were in town for the dog show held at the Fairgrounds, and appreciate that Red Roof is very pet friendly.
It was very unfortunate that with several promises of a replacement/working refrigerator, we never received the 'new' refrigerator that was promised. The woman at the desk, Candace(I believe) was very appreciative of the frustration I was experiencing, and did what she could. But the maintainence staff definitely was lacking in their service. Our bill was adjusted slightly, due to the inconvenience, but I would rather have had the working refrigerator.
I also find it interesting that I receive e-mails from other Red Roof Inns looking for reviews, but did not receive one after this stay in Hamburg NY. Will I stay again, yes, but before bringing anything into the room I will check to see if the fridge is working!
Room Tip: The poor service rating is due strictly to the lack of quality of the maintainence support. The fron...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 31, 2013
Dear Dog_Show_Traverler_13:
Thank you for taking the time to complete an on-line review of our property. I sincerely appreciate your constructive comments regarding your recent stay at the Red Roof Inn Buffalo - Hamburg. I was pleased to see that our pet-friendly facility met your needs during your recent travels. In regards to your other comments, please accept my sincerest apologies for the inconvenience you encountered relative to the in-room refrigerator, as we clearly we failed to meet your expectations.
I will make sure to share your comments with the rest of our team, especially the Maintenance staff to ensure we are providing the appropriate service to our guests. In reviewing the staff's efforts relative to your complaint, multiple attempts were made to try and meet your needs including replacing the unit and replacing the compressor kit in the second unit. In checking on the unit after your departure, it was noted that the unit was working up to capacity. I was pleased to read that our Front Desk staff was involved in trying to make amends for the issue by offering an adjustment to your bill via Red Roof Inn's Hassle Free Gaurantee policy. In regards to your comments about not receiving a follow-up e-mail upon your departure, please note that all guest accounts that included an e-mail address receive an e-mail notification soliciting feedback. In reviewing your account, there is, in fact an e-mail address. You may want to take a moment and check all incoming e-mail folders, including the junk/spam folders. Again, we appreciate feedback from our guests, as we strive to continuously improve our property and the quality of our services.
Thank you again for sharing your experience and we hope to have another opportunity to serve you in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.