Red Roof Inn Cleveland - Airport/Middleburg Heights — Hotel in Middleburg Heights

STAY AWAY!!!!! If I could rate this place with zero stars, I ABSOLUTELY would. I was coming in from out of town (Georgia) on 3/2/25 to take a family member for a cancer biopsy. We had left our house in Georgia at 3am & were exhausted by the time we were checking in (around midnight between 3/2 and 3/3). Upon arrival, the parking lot was a bit rough but it's Ohio so that's to be expected. We were greeted when we walked in the lobby by Dawn, who seemed extremely pleasant. She checked us into our room (room 212) & did say the room number out loud. Normally, I'd request a new room as that's a big hospitality no-no, but I let it slide this time because we were so tired from traveling. Upon entering the elevator, we were hit with a quite foul smelling odor but tried not to hold that against the hotel. When we exited to the second floor, we had to walk past the air return to get to our room. The air return was FILTHY - there was dust INCHES thick caked onto the air return (as you can see in the photos). The scent in the hallway was also quite awful, but we kept chugging, hoping our room would be better. It certainly was not. Upon entry, the room also had a foul odor. We set our stuff down & starting unpacking & as we were unpacking, we noticed a litany of problems with the room: there were stains all over the carpet, parts of the carpet were ripped up, there were stains all over the bedding, the dust in the room was so significant that I could actually drag my finger through it and leave marks, there were holes in the pillows, the bathroom was disgusting...you could clearly tell the floor was not previously swept...the list goes on and on (you can see in the pictures). You can certainly tell between my pictures and the ones posted on Expedia, something is not adding up. Despite having booked the hotel for 3 nights, it was absolutely not a place we could stay between the filth and the stench. We went back down to the desk and spoke with Dawn and another employee, also named Dawn. We voiced our complaints and explained that we wanted to check out and why we wanted to check out. We also explained to them that we had photos. Neither seemed surprised by our complaints, they didn't offer us a new room, they didn't ask to see our room or the photos, they just handed me the business card for the manager, Shawn, and told us that the front desk can't do refunds and that we would have to go through the manager. Dawn was also kind enough to warn us that the manager absolutely does not give refunds. Since we booked through Expedia, we knew we should request the refund through them. Once 8am on 3/3/25 hit, I contacted Expedia and explained the situation and initiated the refund process. The customer service agent at Expedia let me know they could not assist me because I had not checked out of the hotel yet, which was odd considering I had checked out hours ago with Dawn and Dawn. I decided to call the hotel to see what was going on and spoke with Sharon, who let me know that even though we checked out of the hotel technically, it's their policy to not actually check you out in the system until the last day of your stay if you check out early so they don't have to issue a refund because "the manager doesn't believe in refunds". I wish I was kidding. I explained this to Expedia and began the fight for my money back. After going back and forth with Expedia, and Expedia contacting the hotel multiple times, we were told the manager (who never reached out to us) was refusing our refund and there was nothing they could do because "policy was policy". I wound up having to contact Red Roof Inn Corporate and filing a formal complaint. As soon as they saw the photographs, they agreed to refund my stay right away (my experience with corporate was actually extremely pleasant - I really appreciated all of their assistance). Overall, I am horrified at the condition of the hotel, I am horrified at the staff's behavior, ESPECIALLY the manager, and I'm horrified that Expedia would continue to allow this company to falsely advertise the way...

I was given a room that wasn't ready for guest. It actually shouldn't have been in service. We have 2 double beds for myself, husband and daughter along with my service dog.

First thing noticed was no blankets, comforters or pillows on either bed. There was no shower curtain in the bathroom as well. The mini coffee pot wasn't set up for use with the complementary coffee/tea, cups and such. The pot wasn't even close to an electrical outlet to actually be used.

What really drove home the frustration is actually seeing roaches in the room. The first one we though was a bug from outside that came in while we brought out things inside. Then a bit later, my daughter saw the second one. A third one was spotted after that. I was very aggravated about this. Unable to go any place else, we stayed against our judgement. Because of the bugs, we actually searched the beds for bedbugs. We discovered brown paper bags under one of the mattresses and you could tell that the bed skirts are not cleaned often. There was alot of dirt, hair and other loose debris on the bed skirt.

The next day we had a roach crawling across the headboard. I became livid. I was not going to do this for a second night. I spoke with front desk staff and we were able to get moved into a new room which was cleaner and ready for guest. The first night had no rooms available due to a wedding party. I had to wait till 11 that night to speak with the manager. The manager didn't show up until 20 minutes after her shift began. I felt horrible for the desk clerk because she had to be back the next morning at 7 am. So she maybe had about 7 house of sleep before returning the next morning.

The manager did apologize for the room and said it shouldn't have been given to us because it wasn't ready. They then listed the old room as out of service. She did offer to refund 1 night of our stay. She was also going to speak with housekeeping staff and reprimand them.

The new room was much more comfortable, better mattresses and pillows. Downfall of the new room was the the tub not being clean. There was like a quarter size chunk of brown gunk on the tub floor. Also the paper coffee cups were not acceptable to use for coffee or tea because someone has used those cups as ashtrays to smoke in the room. We are all smoke free and wanted a smoke free room.

The bright side of our stay was the desk person and housekeeping. The staff was super friendly and very apologetic for the 1st room. Even though the room wasn't ready and had roaches which I provided the staff photos to show I wasn't being a Karen. Haha. I even showed them a dead roach stuck to the wall behind the desk area near the non working coffee pot.

This has taught me to always take photos of your rooms wherever you stay. Again, the housekeeping staff and front desk clerk were apologetic and understanding. They seemed to be embarrassed as well.

I would only stay there again for the staff ladies and a better quality room. Mistakes and accidents happen and everyplace deserves a chance to recover...

Regarding my recent stay at your facility.....deplorable at best. I came in town not for a spa day rather my grandmother’s funeral. I needed a place to sleep and shower to prepare for the services. After checking in at the front desk, the pronounced smell of smoke and skunk permeated the halls and elevator. My room upon first glance did not scare me other than the three inch gap under the door. I travel quite a bit for work and wipe down all surfaces of contact area in the room for my comfort. I had to run out to grab dinner as I had not eaten and figured after eating, I would unpack and prepare for the upcoming meetings at the church and funeral home the next day. When exiting the lobby, there were two lovely police officers interrogating a woman. Nothing screams safety like a couple of police cars and a tenant not wanting to comply with their ID. So upon returning from dinner, I start setting up my phone charger for my phone at the bed side floating stand. The three plug charger sparked and shocked me. I had to plug in my phone on the only other plug which was next to the safe. The coat rack was hanging out of the wall, the towels were stained orange as if makeup left on them, the room phone did not work, something exploded on the inside of the window, pubic hair on the toilet seat, burns marks on the counter in bathroom, fan in bathroom was literally black with dirt, hand prints on the mirror, cracks in ceiling, paint rubs on every wall, ripped accent chair, dirty walls, and horrible staffing at front desk. I had to use two bath towels to block the gap from the door and the night clerk was shocked when I had to ask for more towels. The room and halls smelled so bad that I could not unpack my clothing from the suitcase as I didn’t want to smell like smoke or the skunk smell. All of my clothes had to rehashed they smelled so bad even sealed in my suitcase. With the world of COVID, no one should be staying in a place as filthy as this. Do not stay here EVER! Upon checking out, the clerk asked about my experience and I told her my concerns. She said that she would leave a message for the manager and she could not refund anything since the room was booked through Expedia. I followed up with them and they have been unsuccessful in being able to connect with the manager. I don’t know that I would recommend ever staying in a Red Roof Inn because of this. The lack of concern to my complaints was received by myself as if they knew they put you in a cruddy room. No response from the hotel manager on the $95.84 was bad enough but the fact that I have wasted so much of my time trying to get a response or refund all while grieving, just pathetic. Shame on you for allowing beautiful pictures online and such a fraud...