Red Roof Inn review: Reservations

My husband and I booked a room through booking.com on April 1, 2023. We arrived at the location to check in and when we got there we found that the front doors to the lobby and check in desk were locked. After knocking on the door several times, I went back to the car to tend to our newborn, who we had with us and was the reason we had booked the room in the first place as we didn’t have any electric at our house due to a storm, and electric is at least somewhat essential to caring for a newborn. Finally a worker came to the lobby door and spoke to my husband. He returned to the car and told me that she had told him that it didn’t matter that we had a room reserved, but that she had no rooms available and that we were to leave. I then went to the door, to ask for a corporate number or ANY phone number that I could call and request a refund as we had already paid for the room that we were being turned away from. She got extremely rude with me, and started even yelling at me. My husband got back out of the car as ANOTHER female worker began to approach the door, as he was worried that they were going to try to physically harm me because they were so irate and yelling at me so loudly. At this point, neither worker had even asked for our names or the information for the reservation or cancel and refund our reservation or tried at all to help us find other accommodations elsewhere. We have disputed the transaction through our bank, which booking.com responded to and refused to refund our money and said basically that because the hotel did not ever cancel our reservation, and because it wasn’t their problem as they are just a third party vendor, that they would not be refunding any of our money.

I am EXTREMELY unhappy with how this situation ended, and would Love it if someone from upper management or corporate could refund us the money or SOMETHING. Also, they should consider retraining staff or hiring staff that can control themselves in a stressful situation. We won’t be back.