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Red Roof Inn & Conference Center / unacceptable customer service

1 United States Review updated:

On Aug. 5, 2017 I made a reservation at the Red Roof Inn & Conference Center in Lubbock Texas through for the night of Thursday Aug 10th. I was driving with my child from Colorado to Lackland AFB, TX. I planned this night of rest at your hotel because we have stayed at this location in the past after picking my husband up from a deployment. We though it would be a fun memory for our daughter. I am also a disabled veteran and was looking forward to using the pool and hot tub to relax after 9 hours of driving. Due to a thunderstorm and hail we were not able to leave Colorado Thursday. I called Red Roof Inn to change my check in from the 10th to the 11th. I was told to call I called and spoke with Zilkia. She called over to the Red Roof Inn to make sure I could cancel the reservation of the 10th with no charge and change the date to the 11th. She was told it would be fine and I was even given the same price I was charged for the night of the 10th, which was cheaper than the original price of the 11th. I called Red Roof Inn and spoke with Ally to confirm everything went through and I was told everything was good to go. I was so happy with the customer service of both parties. Then I arrived at the Red Roof Inn a little before 7:00pm in Lubbock and everything changed. After this long drive I am told my reservation is canceled. I explained the one on the 10th was canceled and changed to the 11th. I even showed the two ladies at the counter my confirmation for the 11th and my cancellation for the 10th. I was still told I couldn't get a room. I asked to speak with a manager and was told no. The ladies said there was no reason to speak to a manager because nothing could be done as all the rooms were taken and they had nothing for me. I was to tired to drive further and I was in pain and I now had no hotel. I had to call and spoke with Mike. He tried to call red roof inn, but was also told no rooms were available and my reservation was canceled . Mike was helpful in finding me another hotel but it was more expensive and did not have the amenities I was looking for. I have referred many people to this particular red roof inn over the years. I can no longer in good conscience do that.

Aug 13, 2017
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  • Jk
      13th of Aug, 2017
    0 Votes

    These bookings on line are becoming total BS. Two times recently, my smoking room that was clearly what was reserved by me, specifically, on line, were given away to drive ups before I got there. DRIVE UPS! So why reserve on line? The hotel (actually these are "Motels", not "Hotels") ignore those reservations. Sorry you learned the hard way.

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