Reserved through booking.com. Reservation was paid in full for 4 days, a Wed - Sun stay. We were delayed in our trip, and unable to arrive until the Thurs so I emailed the hotel on the Tues at 2pm (more than 24 hours before check in), through the booking.com "contact the hotel" link to advise them of the delay and that I still wanted the room. As I had paid, in full, in advance, I didn't think it mattered, but sent the email as an FYI. I expected, that in order to hold the room, that I would have to pay for the Wed night stay as it was late notice.
We arrived at the hotel on Thurs at around 7:30pm, to be told reservation had been cancelled due to a "No show". I advised I had contacted them by email - they said they didn't get it. I have since learned, that while they got the email, they don't prioritize email and get to them when they get to them. So in essence, advised its not their problem, it's mine and they really didn't care.
The front desk guy was actually great, and made an effort to find us a room (while I was in line waiting for my room, he was calling all the folks that hadn't yet shown up to see if they were in fact coming. This was apparently policy before cancelling. I never got any call asking if I still wanted the room. I also didn't ever get any notification that the reservation had been cancelled.
We were able to get a room for the Thurs night (not what we had booked...but better than sleeping in the car) however had to check out Fri am, take all of our stuff with us, and then re check in on the Fri night to a different room. Which was a giant pain but as there was almost no availability anywhere in Leesburg anywhere else, and I was travelling with a dog, we really didn't have any other options.
Fri night was without issue. Sat night, we get back to the hotel, and turn the heater on as it was freezing in the room and freezing outside (approx 6 degrees celcius and raining). Without about 10 seconds, the fire alarm went off and the room was filled with acrid smoke which burned out eyes and throats (smelled like an electrical fire). We turned it off immediately, and were able to get the alarm off but to get rid of the smell we had to leave the door the room open for over an hour, leave the bathroom light/fan on all night, and run the AC unit all night. So even though we had been up since 6am, and had to be up the next morning at 6am, and it was 10pm or so when we got back to the room, we were up for hours dealing with the smoke and trying to get warm. As the hotel was full, which we'd been told, and there were no other options, we didn't really have any other choice but to deal with it for the evening. I called the hotel the next morning to let them know about the issue - they couldn't have cared less. They didn't seem to think it was an issue at all.
When I got home, I attempted to contact the hotel to get my money back for the Wed night (as I'm not paying for it if you are going to cancel my room) and something for the Sat night when we had no heat. I contacted the hotel, guest services and booking.com a multitude of times (at least every other day since Oct 15) to no avail. The manager of the hotel, Scott, basically told me he didn't give a crap and is his words he was "Sorry the heater didn't work as expected" but was completley unwilling to so anything as they had accomodated us. He told me it was my fault the booking was cancelled (even though I notified them). I did send him a list of concerns, which he disregarded and would not discuss (and hung up the phone on me) including:
1. Why was I never advised the reservation was cancelled?
2. Why did he think having no heater in the room that was functional, and that produced smoke when turned on was not an issue?
3. Why, when booking.com contacted the hotel did the hotel lie and tell booking.com that I had called on the Wed I was supposed to originally arrive and asked them to cancel the reservation
4. Why wasn't email monitored to ensure any communication from guests was recieved (I mean, if you have an email address and go so far as to provide it to booking.com as a way to communicate with the hotel, you kind of need to monitor it)
5. Why, if they have a "No show" policy is that policy nowhere to be found in my booking email, or on the Red Roof in company website. I have repeatedly been told by Scott that they cancelled my reservation due to the "No show" policy but as that policy isn't actually posted, that kind of makes it hard to adhere to (I don't agree that I was a no show as I contacted them, but he refused to acknowledge in any way that I had contacted them)
Note that I did file a complaint online, and the response to my complaint was to dump me to the hotel manager Scott who sent me a brush off email. When he didn't address any of my concerns, I called back to Guest services and asked them to escalate. One Oct 23, guest services escalated to "Exec" team. They guaranteed me a response within 48 hours. On Oct 26, I called back, as no one had contacted me. I was told the only option was to resend to the "Exec" team. And wait another 48 hours. As of Tues Oct 31, again no one had contacted me. Called back Tues Oct 31, asked what next step was. Was told they have to resend, for a third time, to "Exec" team and was told that was the "process". I asked them to please outline the rest of the process for me so I understood what next steps were for when the "exec" team didn't reply again, as that's what I expected to happen. They flat out refused to answer the question. I asked to speak to a supervisor. Supervisor would also not answer the question. I asked for the Supervisors boss. She said she would see if they were available and then dumped me into their voicemail (voicemail said Manager of Guest Services but I didn't get the name). I asked for a call back, and left my number. To date, they haven't called back. At this point, I've spent literally hours on the phone just trying to get answers and the company will not answer them. They have also, to date, admitted no wrong doing. And have basically just brushed me off.
Red Roof Inn Leesburg Reviews
Reserved through booking.com. Reservation was paid in full for 4 days, a Wed - Sun stay. We were delayed in our trip, and unable to arrive until the Thurs so I emailed the hotel on the Tues at 2pm (more than 24 hours before check in), through the booking.com "contact the hotel" link to advise them of the delay and that I still wanted the room. As I had paid, in full, in advance, I didn't think it mattered, but sent the email as an FYI. I expected, that in order to hold the room, that I would have to pay for the Wed night stay as it was late notice.
We arrived at the hotel on Thurs at around 7:30pm, to be told reservation had been cancelled due to a "No show". I advised I had contacted them by email - they said they didn't get it. I have since learned, that while they got the email, they don't prioritize email and get to them when they get to them. So in essence, advised its not their problem, it's mine and they really didn't care.
The front desk guy was actually great, and made an effort to find us a room (while I was in line waiting for my room, he was calling all the folks that hadn't yet shown up to see if they were in fact coming. This was apparently policy before cancelling. I never got any call asking if I still wanted the room. I also didn't ever get any notification that the reservation had been cancelled.
We were able to get a room for the Thurs night (not what we had booked...but better than sleeping in the car) however had to check out Fri am, take all of our stuff with us, and then re check in on the Fri night to a different room. Which was a giant pain but as there was almost no availability anywhere in Leesburg anywhere else, and I was travelling with a dog, we really didn't have any other options.
Fri night was without issue. Sat night, we get back to the hotel, and turn the heater on as it was freezing in the room and freezing outside (approx 6 degrees celcius and raining). Without about 10 seconds, the fire alarm went off and the room was filled with acrid smoke which burned out eyes and throats (smelled like an electrical fire). We turned it off immediately, and were able to get the alarm off but to get rid of the smell we had to leave the door the room open for over an hour, leave the bathroom light/fan on all night, and run the AC unit all night. So even though we had been up since 6am, and had to be up the next morning at 6am, and it was 10pm or so when we got back to the room, we were up for hours dealing with the smoke and trying to get warm. As the hotel was full, which we'd been told, and there were no other options, we didn't really have any other choice but to deal with it for the evening. I called the hotel the next morning to let them know about the issue - they couldn't have cared less. They didn't seem to think it was an issue at all.
When I got home, I attempted to contact the hotel to get my money back for the Wed night (as I'm not paying for it if you are going to cancel my room) and something for the Sat night when we had no heat. I contacted the hotel, guest services and booking.com a multitude of times (at least every other day since Oct 15) to no avail. The manager of the hotel, Scott, basically told me he didn't give a crap and is his words he was "Sorry the heater didn't work as expected" but was completley unwilling to so anything as they had accomodated us. He told me it was my fault the booking was cancelled (even though I notified them). I did send him a list of concerns, which he disregarded and would not discuss (and hung up the phone on me) including:
1. Why was I never advised the reservation was cancelled?
2. Why did he think having no heater in the room that was functional, and that produced smoke when turned on was not an issue?
3. Why, when booking.com contacted the hotel did the hotel lie and tell booking.com that I had called on the Wed I was supposed to originally arrive and asked them to cancel the reservation
4. Why wasn't email monitored to ensure any communication from guests was recieved (I mean, if you have an email address and go so far as to provide it to booking.com as a way to communicate with the hotel, you kind of need to monitor it)
5. Why, if they have a "No show" policy is that policy nowhere to be found in my booking email, or on the Red Roof in company website. I have repeatedly been told by Scott that they cancelled my reservation due to the "No show" policy but as that policy isn't actually posted, that kind of makes it hard to adhere to (I don't agree that I was a no show as I contacted them, but he refused to acknowledge in any way that I had contacted them)
Note that I did file a complaint online, and the response to my complaint was to dump me to the hotel manager Scott who sent me a brush off email. When he didn't address any of my concerns, I called back to Guest services and asked them to escalate. One Oct 23, guest services escalated to "Exec" team. They guaranteed me a response within 48 hours. On Oct 26, I called back, as no one had contacted me. I was told the only option was to resend to the "Exec" team. And wait another 48 hours. As of Tues Oct 31, again no one had contacted me. Called back Tues Oct 31, asked what next step was. Was told they have to resend, for a third time, to "Exec" team and was told that was the "process". I asked them to please outline the rest of the process for me so I understood what next steps were for when the "exec" team didn't reply again, as that's what I expected to happen. They flat out refused to answer the question. I asked to speak to a supervisor. Supervisor would also not answer the question. I asked for the Supervisors boss. She said she would see if they were available and then dumped me into their voicemail (voicemail said Manager of Guest Services but I didn't get the name). I asked for a call back, and left my number. To date, they haven't called back. At this point, I've spent literally hours on the phone just trying to get answers and the company will not answer them. They have also, to date, admitted no wrong doing. And have basically just brushed me off.