Red Roof Inn Detroit - Royal Oak/Madison Heights — Hotel in Madison Heights

I have booked 5 nights at the RED ROOF INN in Madison Heights, Michigan, in February 2020. I paid $265.05 when I booked on PRICELINE and when I checked in at the RED ROOF INN the same day, the front desk employee asked me to pay again $265,05. I showed her my proof of payment on the PRICELINE website which was not just a pre-payment, but a full payment (and I could prove the day after that this amount has been debited on my account). She said I had to pay, Priceline has not debited my card, which was not true. It was late evening and I was tired, so I paid a second time knowing that I would have to talk to the Manager the next day.

When I came to my room there was a strong smell of cigarette smoke. Around the rooms, there was also a strong smell of pod. I asked the day after to change the room which they kindly accepted. The second room had also a strong smell of smoke but only in the bathroom + it was not clean. I told them but I had no other choice than accepting this one cause all the other rooms were booked or not available. I decided to leave the hotel after 2 nights and I asked to talk to Mr. CUSTOVIC the Hotel Manager. He understood the problem and he reimbursed the 3 other nights. I showed him that I had to pay twice my 5 nights and he said he would take care of the problem and make sure I would get my money back for the other $265.05. He promised he would reimburse me, I just should wait 1 or 2 days, until the wire appears on my account.

Two days later, since nothing seemed to be done, I came back with a friend and Mr. CUSTOVIC promised me again that everything has been done, I just need to wait a few more days until the refund appeared on my account. I could not come back a second time because I had to catch my flight back to Europe the same day. In the meantime, I wrote several emails to Mr. CUSTOVIC. He NEVER answered any of my emails and HE STILL DID NOT REIMBURSE ME. THIS IS UNACCEPTABLE AND I WILL DO EVERYTHING TO GET...

Honestly, 1 one star is being generous and that’s because of the helpfulness of the staff. We had to have a ground level room because of my Dad’s health. When we first checked in, the fridge in our room was on, but the door wouldn’t shut so it was defrosting all over the floor. The room also smelled very musty and dirty. When I asked for a room change, I was shown the only other available room and that room was worse than the one we had! The lady at the registration desk did swap out our fridge with one from another room. That was the only good thing about the whole experience.

The bathroom had a constant stale urine smell and it looked like water or condensation was leaking up from under the floor. There wasn’t a single trash can in the room so if we wanted to throw something away, we had to leave the room to find a trash receptacle. The floors were in dire need of cleaning. They were so dirty that I probably should’ve washed my feet before getting into bed. Since I didn’t, I brought a ton of dirt into the bed with me. Or maybe the dirt was already in the sheets. I truly wouldn’t even be surprised at this point if the beds were dirty to begin with.

Curtains and bedding had holes in them. The sink was previously busted and was “fixed” by sealing the damage with caulk.

I will admit, I did not address the cleanliness concerns with staff. After seeing the other available room, I did not see what the point would’ve been. We were already in the “best” available ground level room. I know many businesses are short staffed and are doing what they can to remain open. I respect that. If management and staff are only doing the bare minimum to clean and flip rooms for incoming guests in a timely manner, I highly recommend they spend a night in one of these rooms so they can have a true guest experience. Maybe that will help them find...

The first room I had had a horrible cat pee smell. I am allergic to cats. It also had roach poops all over everything. Nothing was clean. The toilet wouldn’t flush, the shower was either hot or cold, no in between. The second room, the air conditioner was sparking and making noise. Then Our power went out. 2 different times. Switched us again. To a room with cockroaches of every size. I had to leave all of my food behind because they were crawling on it within 5 minutes of being in there. Now I am in the 4th room, and the air barely works. Nothing is clean. There is hair everywhere where, cookies under the air conditioner. I paid for a week in advanced. I’m supposed to be here until Saturday?! This is really not sanitary. And then for the lady working front desk to say “we can’t keep switching you rooms, someone else already booked the other rooms, and we have to rent them out” like no. You need to bomb the place. Offer a major discount, or refund my money, so I can go back across the street, where it was clean. I seen reviews so thought it would be a better switch. It is not, I really want a refund. I have a dog, and there is also no where for her to use the bathroom due to the amount of dog poop around the building. Also no poop bags in the dog containers outside to clean up after our pets. There is literally dog crap on the stairs going up to the second floor. We have to step over it. I have to leave everything in my car, which is very in helpful.. and not the kind of stay...