Red Roof Inn Newport News - Yorktown — Hotel in Poquoson

I stayed at the Red Roof Inn in York PA in early April. I called the national Red Roof Inn phone number to make a reservation. Upon arrival in PA I was double charged for my room in York PA. In addition to that double charge, I was also charged for an additional room for 2 nights at this Red Roof Inn in Virginia out of the blue by mistake of the reservation agent, for the same nights. The customer service reps actually went in and looked at the call logs and verified that I did not ask for 2 reservations in York PA and that I did not under any circumstances ask for a reservation at this hotel in Virginia as I was traveling in PA and nowhere near Virginia. The hotel in York PA quickly refunded the double charge, quickly meaning after a few weeks. This hotel however refused to give me a refund despite it clearly being a mistake, it was as if I made a reservation and was a no show so they charged the full amount for 2 nights. After many interactions on the phone and via email, I was offered a venmo or paypal offer of half the priced they charged me refunded. That email went to my spam folder and by the time I was informed of it they said it had expired and did not offer to reinstate this half of my money that I never did anything to be charged. I did not or would not have accepted half of the money but they rescinded the offer and said it expired anyway, but if they are going to steal half of my money they'll have to steal it all. After a quick google, it seems that the Red Roof Inn, allegedly, by results you can check for yourself on google, routinely double charge people! After being triple charged and then dealing with the customer service they have going on they seem very familiar with this and it's a regular occurrence and they have a very efficient system to frustrate and discourage following up, I can say for sure that something is rotten in Denmark with the Red Roof Inn from the top and my personal opinion is that this is a full blown scam they pull off, based on my experience of making a reservation with a debit card. Credit cards have better protections, and it's my opinion that they are aware of this. This particular national organization is nefarious in their lack of customer service and refusal to right an obvious wrong and just give money back for somebody was didn't make a reservation or wasn't even in the state and they agreed that it was the mistake of the representative who took the call as the managers listened to the recordings of the calls. In summary, this company from the national level may possibly be knowingly stealing people's money, it sure seemed that way in the process of resolving it, but in the end, they did steal my money, didn't provide customer service, made obvious costly to me mistakes and would not correct them once they knew by listening to the recordings, obfuscated from the moment I discovered the problem and I do not recommend that anyone ever use this hotel chain, beware and DO NOT under any circumstances give them your credit card or if you are like me you will have multiple charges from different places and they simply refuse to refund the money despite admitting it was their fault. This is a very cheap low quality hotel chain, my issue was only in the $160-180 range but imagine being a big hotel chain and losing a customer and going through the bad reviews and bad word of mouth just to steal that small amount of money. Seems crazy to me, they don't have to steal...

Owner replied to this review with nonsense and must have me confused with someone else as I am a Govt. employee who furnished both a FL drivers license, a govt. ID, and CC for incidentals. My reservation was paid for in advance through HOTELS.COM. The owners/managers lack of communication and ability to tap dance with a reply to every negative review shows his true lack of leadership and concern for someone in the hospitality industry. With enough time and patience, karma will take care of them all in the long run. Thank God for fraud protection that allowed me to get my money back for my horrible, less than 30-minute stay. Note: Even Red Roof Inn corporation was contacted and not one person reached out to me. This brand and franchisee owners are all about QUANTITY, not QUALITY! STAY AWAY!!!!

---- ORIGINAL REVIEW ----

WARNING!!! Unacceptable Living Conditions - Avoid This Hotel at All Costs! Not even suitable for your pets!

Rating: 0/5 stars

I'm writing this review as a warning to others: stay far, far away from the Red Roof Inn Newport News / Yorktown. My recent stay was an absolute disaster and I checked out after only bring there 30 minutes of what was supposed to be a 2-night stay. The air quality was atrocious, the room was filthy and battle-torn, and the bathroom was a breeding ground for bacteria. The entire second floor reeked of marijuana, and the elevator was unreliable.

But the worst part? The management's complete disregard for my concerns. After reaching out to their corporate office, the executive team and site manager refused to offer a refund, apology, or any kind of special accommodation. While leaving they offered another room but based on the rates and overall condition of one room alone, I am 100% certain "ALL" rooms have this problem. It's clear that they're more interested in collecting payments than providing a safe and clean environment for their guests.

Unfortunately, our experience is not an isolated incident. A quick yet thorough glance at any online reviews (regardless of booking platform) reveals hundreds of 1-star ratings, all echoing the same complaints: filthiness, poor maintenance, and a general sense of neglect.

It's appalling that this hotel is still operational. The health department should shut it down immediately and require a full inspections which will lead to demanding repairs before a reopening is possible . Until then, I urge everyone to avoid this dump like the plague.

Zero stars would be a more accurate rating, but unfortunately, that's not an option. I am at fault for not reading the reviews and taking a chance just because of its location which was close to the event we were attending.

I am standing by to hear the managers generic reply to this review as he/she has done for the many other negative reviews from years past where he apologizes, promises to correct the situation, and yet in Jan/Feb of 2025, nothing has been done. He and the franchise owner...

This is truly a hidden gem that is constantly working hard to elevate the quality they bring to their guests every day. At first it seems quiet and nothing special. However, if you notice closely there is nothing wrong. No bugs, no stains, no shady characters, no mold, absolutely none of the things that scare you away. Then if you stay long enough you start to notice all the little things that make it a pleasent happy place. Like they use name brand creamer and ALWAYS have fresh coffee. They have 2 hot tub rooms with fully functional hot tubs. They are always cleaning and doing repairs as needed, and if you stay long enough you may get to experience the best part of this place. The staff. At the front desk there is Alexia, she is as delightful as they come. A young beatiful lady, and very charming and approachable. Shes down to earth and always has your back when you need something, like towels, batteries, getting a low rate, reccomending a place to eat, or just someone to shoot the breeze with. Then there is Dwain. He looks like a young Bruce Willis from the first Die Hard. Hes always down to listen and has a big sense of humor and well educated on a lot of different topics, so he can hold a conversation about anything. His nearly 2 decades of expertise in the hospitality industry really shows. Then there is Ryan. This tall quiet guy seems like he is the embodiment of indifference and incapable of any emotion at first. Until you need something. Then you realize this big guy will go to war and move mountains for you. You wont hear a lot of talking from him but he shoots ya straight. He is always keeping a sharp eye on everything and he is very thoughtful....even if he doesnt appear to be at first. Then finally that brings me to the owner. He works every bit of hard as all his employees and leads by example. He is always available to talk to and listens to every concern no matter how big or how small. He gets pizza for all the guests regularly, and he started as an immigrant to this country and earned everything he has today through hard work and earning peoples respect. Even though he wasnt from here, he is more American than anyone I know because he is what this country has always stood for. We are a nation of immigrants and he is the embodiment of the American dream. So this humble little place that resides in Yorktown VA. where the revolitionary war was won, and ran by a man who is the personification of what our fore fathers stood for, makes this Red Roof Inn the most American Hotel in the world and I am damn proud...