Red Roof Inn Rockford East - Casino District — Hotel in Rockford Township

I was going to give this hotel a really good review, until they did something I found quite unpleasant and made me change my mind.

As any other traveler does, I carry a bag with basic things like tooth paste, clothes, deodorant, etc, and this includes a towel, which my wife chose to use those nights we stayed here.

During our second day there we took the Privacy sign off to let the cleaning personal that we wanted our room serviced. By the time we come we realized my wife's preferred towel wasn't there. We figured whoever took it must have done by mistake since in low light conditions perhaps the striped towel might have looked entirely white, like a hotel towel.

So no big deal, they took a towel by mistake, I'm sure they'll give it back. I go to the lobby and let the person know what happened, and they say they'll look into it. I say fine and move on with my day.

The next day I haven't heard from them, and I start to get a little concerned because whether it was a simple towel, a watch, or an old rubber band, there's a principle involved. So I go back to the lobby and kindly ask the person there about the missing thing, to which she replied she had no idea and that no one had told her anything about it in the previous shifts.

So, that's fine, I let her know someone took one of my travel towels by mistake while they cleaned my room and that I would like to have it back. She readily took note and said she'd let the cleaning personal know, and then I left to continue with my day.

Fast forward and the morning of the day I'm leaving comes and I'm getting ready for check out, so whatever missing thing either appears today or it doesn't. I call the lobby and tell lady I'm the person who's been asking about the missing towel. She asked to hold and by the time she comes back she says "No, we didn't find it"

So I say,

"All right, then what do we do?"

"The only thing you can do is talk to the manager. He's not coming until Monday"

"I can't simply come back on Monday. I'm staying in a hotel for a reason..."

Then she goes on to explain in an annoyed tone of voice that they have too many towels, and that they couldn't find it, so...

Basically, a Deal With It.

It's a sour feeling you make the customer go through. Sure, it's a towel, big deal, I can get a bazillion towels at the Walmart nextdoor. But what about the principle involved? What if I was the kind of customer who prefers to use his own towels instead of hotel towels? - You took that choice from me. What if that was my son's favorite blanket? - You took it from him. What if that was my favorite old t-shirt? - You took it from me.

So, I don't get to keep it because you rule that it's a meaningless old towel and it's not worth the time.

I'm not even going to blame the cleaning personnel. Like I said, in low light conditions a towel looks like any hotel towel. But the lobby people, at least pretend you care.

I've worked in hospitality too, and believe me, no client is gonna make a fuzz about a stupid little thing...unless you take that choice from them. You could drop hot coffee and their perfect white shirt, but if you show some concern most people will be empathetic. If you go and say "oh it's just a little coffee, and that shirts looks cheap, what can I do?", then...

I will NEVER stay at this unprofessional ran establishment ever again.

I only reserved a room at this place because there were no rooms available anywhere else due to a softball tournament. This was the biggest mistake I ever made.

I figured we would stay there just because it was "remodeled" and we would give it a chance. When we checked in we dropped our bags off at the room and didn't return until late that night. When we were getting ready for bed my husband pulled the duvet cover back and the sheets under it were not made and when we looked at the sheets they were covered with hair and crumbs. We called the front desk and he said he would come change them for us, fifteen minutes later he knocked on the door and handed my husband two rolls of clean sheets. We paid for a clean room and it wasn't cleaned, so why should it have been our responsibility to change the sheets. We changed them ourselves and I went to the front desk first thing the next morning. I spoke with Erica Carey the manager and she seemed sincere in her apology. She had our room cleaned completely while we were out and left us a couple refreshments and credited me the first day stay. The stay in between was average. The water at times was cold, you can hear the people above you walking, bathtub is kind of gross, and there is a lingering smell of mildew. I'm not sure exactly what room it is but I was told from some locals that there have been some murders in a couple of the rooms. (I would not have stayed there If I had known that before, I would have made the drive from Janesville which was the next closest double bed vacancy in the area) When we checked out of our room I made the girl aware of the one day credit. Well, she had no idea how to credit me the one day so instead she ended up running my credit card 7 times charging me a total of $735.00 for a 3 night stay. This was last week. Trying to get the full amount back has been like pulling teeth. The nice manager Erica Carey has now turned into a heartless, unprofessional, acting as if I am the reason why RedRoof Inn has overcharged me. Well I've stayed in numerous hotels and I have NEVER had such a terrible experience as this has been.

To think if the staff would have been trained properly this would have never happened. It all started from the housekeeping staff taking short cuts, then lazy front desk night crew, and unknowledgeable front desk workers. GET IT TOGETHER RED ROOF INN! Hopefully I will get my money...

I am saddened to say after a long stay at red roof inn as a guest that’s spent thousands of dollars at this place was treated like a problematic guest . We’ve been there since august and the staff was always extremely friendly and helpful and I always enjoyed talking to them however we moved rooms a week or two ago and I did wake up in the middle of the night to a bug and just assumed maybe it was something from the outside until I realized how many bed bug bites I received we were also told from another guest that they found a dead one in their sheets unfortunately we had to tell them they can’t go to the desk and let them know because they will be kicked out . That is extremely sad that you can’t express these concerns without being kicked out this might be someone’s only place to stay ! We ended up homeless and don’t have a move in date for our home until the end of december. I truly thought they valued us as members but we were told at first 3 days and then it was we can’t come back at all and pretty much saying we brought them in . We have stayed there for months so where else did we get them from so for something that wasn’t our fault to be kicked out definitely was an extreme bummer and I definitely would’ve spent thousands of dollars at another hotel I felt safe enough to go to the desk and let them know just to be told we weren’t able to come back extremely unfair I’ve always followed the rules there and after finding the bed bugs and just seeing some blood I was extremely sad because I was never mad at anybody and understand things happen but we’ve been there for quite awhile and I’m extremely frustrated with the money lost out on because we struggle a lot with money but giving it to a hotel that treated us well I had no problem with but I guess I was wrong I will obviously no longer be a red roof inn member and obviously will have to contact the proper resources and or people that I feel might listen and value and appreciate me as a member . I definitely wouldn’t have left a review or even said anything to the public as I absolutely loved the staff and would always be willing to work we had a hole in the last room and were able to talk that through with the staff but after all that to be thrown out for that just beyond dissatisfied and disappointed in...