Red Roof Inn Dandridge — Hotel in Dandridge

I wanted to make you aware of a HORRIBLE customer service experience I had last week. I was traveling from Indianapolis, IN to Charleston, SC to take care of my friend who is dying of cancer. Knowing I would be emotionally tired I booked a room with Red Roof in Dandridge TN with my corporate account. It was hard to find a room because Tennessee had a home game that weekend and I believe I got one of the last rooms. I booked the room on October 10th to stay the night of Oct 13th. I worked all day and left Indiana for my trip around 4:00 pm and was quite exhausted and looking forward to getting to the hotel. Around 8:30 as I was driving I got a call from the hotel. A woman who did not identify herself asked for me and I told her I was speaking. She said she could barely hear me and I told her it was because I was going through the mountains. She asked me if I was still planning to check into the hotel that evening and I told her yes and that I was only about 2 hours away. At that time she informed me that my credit card had been declined and she needed another form of payment to hold my room. I was driving through the mountains, in the dark with no exit to pull off and I told her this. She told me that if I didn't give her a new card she couldn't hold my room. Exhausted and exasperated as I have never had this happen before, I pulled off the road on a very busy, dark interstate. I tried to check my bank because I had hundreds of dollars in my account when I left but I had no WIFI service to log in. I couldn't be sure what card I had used so I got my debit card and called her back. I gave her the number and then advised her that I thought it was horrible customer service the way I was being treated. She became very argumentative when I explained that I was going to be at the hotel in two hours and having to pull off the road in the dark on a very dangerous interstate was not accommodating. She replied in a very nasty tone that when they have a full hotel they cannot hold rooms. I told her I booked the room two days ago and didnt understand why they were trying to run it at 8:30 on the night I was to check in. She came back at me and said she didn't understand why I was yelling ( I wasn't, she was the one who told me she couldn't hear me) at her because MY card was declined. Completely shocked by how I was being treated I told her I would be there in two hours and hung up. I immediately called my husband in tears and frustration to tell him what happened when the hotel called me back again. The lady this time was very snarky and told me my card was declined again and that she was cancelling my room and said "you can find another room". So there I was in the middle of the night, exhausted, mourning my friend that was dying of cancer, 6 hours from my destination with no place to stay and given it was a game weekend I couldn't find one for hours. I ended up having to drive all the way to Asheville NC to find a room. Now I don't know what your policies are but in 45 years of living and many of those booking hotel rooms I have NEVER had this happen to me. I would hope something will be done to address this situation and would appreciate follow up on what that is. I am a Human Resource Manager for a major company and we use Red Roof for our Corporate traveling.Personally I would terminate an employee for treating a customer like that. Oh and I used the SAME CARD to book my hotel in Asheville with ZERO issues. My husband seems to think they overbooked and used this an excuse to cancel my booking, but either way this was completely uncalled for and I hope it gets addressed because without your guests you would not have jobs or a business. In the meantime I will be notifying our travel department of my...

Liked the location. Right off 40, stations and many options to have meals. No working elevator. Walkway is not stairs but slanted walk way up. Had requested first floor due to health issue, but was put on 3rd floor. We always check our room / rooms. All we ask is for clean bed and bathroom. 2 bdrm , first bed check, big dead bug, short and long black hairs on sheeting, mattress cover over the mattress protector. 2nd bed, pulled back the duvet, brown spots all down the side of the sheet immediately just walked away from that bed. Ran hand on inside of tub - hand covered in dried soap scum. This means she towel was taken and simply dried out the tub but not cleaned. Upon all this I pulled the drawers out and I do mean alot of food crumbs in each. Daughter took pictures of all, I do hope she makes review with the pictures. All in all , daughter I thought had went to office to tell them room unacceptable and most likely be given another, although when first floor requested were told the whole hotel was booked. No daughter did not want another room asked for refund, which 3- 5 days and I'll honestly believe it if happens. Central location for us why that location was chosen, half marker to Great grand daughter for 1st birthday and half marker to fun things in Pigeon Forge/ Gatlinburg for doing things for grandsons birthday same weekend. So this kind of put a huge damper on the trip because we were exhausted. Some may care about the room condition - some not.... Myself used to be QA inspector and myself and daughter experience with hotel room cleanliness. We know the " tricks " done by some room attendants to get in and out of units. Finishing this , it's up to the room attendee and inspector if they have one to insure you actually are getting a clean room. So I do have to say also that there may have been other rooms that the attendee had cleaned properly. But daughter made choice to not chance 2nd option, knowing how room attendees are given schedule of until to clean - would probably have been same room attendee. Do not recommend. The room...

EDUCATE YOUR EMPLOYEES ON PROPER ADA LAWS. You have employees breaking the law and your own policy. Trying to deny legitimate Service Dogs and trying to make us pay the pet fee for service dogs is outrageous. You’re gonna boast about “pets stay free” and have online, as it should be, that you welcome ESAs and service dogs and then have an employee try to deny my wife’s service dogs and try to charge us a pet fee?! My wife and I tried to book 3 nights a couple days ago and upon booking over the phone I let the guy know my wife has 2 fully task trained service dogs, the guy immediately tried to declare they’re pets (OVER THE PHONE) and told us they only allow 1 pet per room. I informed him they’re not pets, they’re BOTH service dogs and they’re fully task trained, my wife even explained what they’re for and tasks they do (no he didn’t ask, no she didn’t have to, but to inform the guy she did, the guy didn’t even ask the 2 legal ada questions at all) he still gave us the run around and tried to then say he needed to ask his manager if it was okay and then tried to say we’d have to pay a pet fee.. he never got back with us on if he asked/ heard back from a manager and ignored us on the fact when we informed him he’s breaking the law and going against the company/ hotels policy. SERVICE DOGS ARE NOT PETS, they’re medical equipment. You can NOT charge a pet fee for legitimate task trained service dogs. These dogs are trained to aid my wife in medical episodes/ emergencies and aid her in every day life. They make her life easier to live by how they’re trained to aid her, they are NOT pets and your staff should know better. Denying a legitimate service dog is against the ADA law and it’s even against the hotels policy, same as charging a pet fee for a service dog. Do better this was a disgusting interaction and I expected MUCH better from this company than this. We’ve stayed here before with no issues, same 2 service dogs and NO...