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Im leaving a 5 star review because of the front desk staff and general manager. The location and your feelings about it are a matter of perspective. If you are trying to be close to Ft. Eustis then this location cannot be beat. If you want to be able to walk to a variety of restaurants, then you wont be as thrilled. Mr. Jamal (I may have misspelled) was unbelievably kind and welcoming. Ms. Bobbie, the general manager, equally made you feel good. It was like visiting family. There are a few people who are staying here long term and they are FANTASTIC. One gentleman even keeps "an eye on things" at night. It was my elderly (74 yr old) disabled mother and myself (44 and also disabled due to spinal cord injury). So we are super aware that qe are prime targets for people who might take advantage. I honestly felt safer here at this motel than I have at properties Ive owned.
There are only 3 downsides: the beds are REALLY hard. They really need some mattress toppers. The other is that housekeeping really cuts some corners. No ice bucket or trash can nor were we given an ashtray (we booked a smoking room). My bedding had some stains, the floor was sticky in a couple places and we had 4 dead centipedes when we checked in. Finally, they really need an exterminator and some weather stripping on the door. HUGE centipedes (I actually thought they were slugs at first due to how fat they were) are everywhere outside and can get into the room because the front door has some major gaps due to weather stripping missing. I travel with a cat so she made sure I knew of any bugs anywhere, though! Mr. Jamal was quick to rectify the important things, though, and Ms. Bobbie gave us 2000 points without us even asking!
We stayed in a "superior double". The little kitchen area in the superior room was great. Deep sink, microwave, counter space, minifridge (no freezer) and full closet made the room much bigger than a typical RRI room. It also had a pull out double sofa bed along with the two double beds. Some of the rooms are interior access rooms and some are your typical RRI outdoor access rooms. We prefer the outdoor access because you can park directly in front of your room, which makes loading and unloading so much easier - especially when disabled. At this location, the only ice machine is in the front office so if you are disabled like we are, ask for a bag of ice when you check in so you done have to drive back to get ice!
Red Roof Inns are not fancy but they allow 1 pet stay for free (fee for more than 1) and in most cases the rooms have been updated. This one has been nicely updated to include granite and grey hard floors. Window in the back was facing the trees (instead of a typical RRI window facing the parking lot) was particularly pretty for a view. We were very happy with our stay and would...
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After my last review the desk manager took it upon herself to call my personal phone to express her dislike of my opinion and comments VERY UNPROFESSIONAL then the next day when I went to pay my extension for another day the desk clerk also said the manager was not satisfied with what I said and all of a sudden we were moved downstairs because they had to exterminate. So we moved downstairs to a room that was nastier than the first room there was dead and live worms all throughout the room the phone DID NOT WORK and there was ROACHES! I made mention of it at the front desk and they told me if I was not satisfied I could leave although I had paid my money. So the next day and a few days after I'd call and make my reservation and the tax started to increase BY THE DAY! And keep in mind we had been there since APRIL and never had issues with the price until I left a comment on the survey . If you are going to be upset and hold personal vendettas against people patronizing your business you SHOULDNT ASK our opinion of your business because we don't want to be there no more than y'all want us there so to offer that we leave instead of trying to fix the problem says a lot ! We pay our money to be there for whatever reasons we are there for and to be treated like animals and like we are less than human is down right wrong and unacceptable. You all could take a lesson in hospitality cleanliness and respect because y'all NOT clean enough to operate the way you do and YOUR MAINTENANCE TEAM IS TRASH! They do the BARE MINIMUM CLEANING and they DO NOT BRING U CLEAN SHEETS OR TOWELS but they Knock on the door and ask if you are leaving or staying. They do the phone in my room did not work and I called the office to knock on my room door and they told me if I wanted to get a hold of anyone in my room ( my husband) I'd have to call the police to do a welfare check but they knew the phone didn't work when they moved us down there so this was just another rouse to force us to leave but little did they know my child suffers from serious medical issues and it was disheartening to call and ask for something so simple and they couldn't even do that and had the audacity to have an attitude about it but still expected the payment for that day which they got but that was DEFINITELY our last night and I DO NOT recommend this place to ANYONE EVER! They are NASTY RUDE AND VERY VERY VERY UNPROFESSIONAL And I took my complaint to the BBB and Health department because it's unacceptable the way y'all are running this hotel and the way you ALL treat the people that help to make your paycheck and feed your family all while we are struggling and trying to get out of there that's just not the way you treat people or make them feel when life is hard enough and it NEVER PAYS TO BE NASTY cuz it can easily be one of you one day in...
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If I could give the customer service negative stars, I would love to out. I have never had such rude people talk to me. They do not try to understand you and speak to you like they are highly inconvenienced by your calling. It is very very disheartening as a potential guest.
I made a reservation because I was working in the area for my job. A day before my reservation, I called the front desk to cancel my reservation because I realized I no longer needed to stay there due to a change in my company's schedule.
The person on the line asked for my name to locate my reservation - I gave it to them and guess what? She did not say "Okay, I will get that canceled for you" or "One moment, I just have to check something, I will be back," she simply put the phone down (did not hang up) and started talking to her coworker!!!!!! I thought that she was just looking up my info and canceling my reservation so I stayed on the line for 11 minutes, waiting but no - she was talking to her coworker about God knows what and I was baffled. I did not know what to do.
This was during my work hours and unfortunately, I had to hang up and could no longer wait. Though it seemed she would have never picked up the phone to talk to me because I just overheard her conversation and it was irrelevant to customer service.
I called about 10 times throughout the entire day and it seemed as though I was being screened because no one was answering my call. I was just trying to CANCEL!!! These people give me the impression that they are fraudulent and scammers. I was charged for the three days despite calling them so many times to cancel before my reservation. It is horrible.
Days after seeing that I was charged, I called and finally someone picked up. I asked why I was charged if I had called to cancel 24 hours before my reservation. The person stated I was a no-show and there is nothing they can do.
I understand that my cancelation did not go through due to their horrible service, but I just feel that it was unfair/unjust.
That same person said they would have their manager call back (which was not necessary because they could have help me - I just needed the record of "no-show" sent to me so I could at least attach it to my expense report for work - but nope - simply refused to help).
I called just now to try again, and because the man had a guest in front of him, he hung up on me. He did not say, let me put you on hold. He hung up. I do not understand these people. Why are you in this...
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