Red Roof Inn San Dimas - Fairplex — Hotel in San Dimas

I was enjoying their weekly rate and had been staying there on and off for six months. Needless to say I kept to myself, kept my rooms immaculate all while spending roughly 2,000/month at that location. My issue is a couple ofthings. One being a loyal paying customer you'd think I would be able to obtain toilet paper free of charge. I've never been required to pay 50 cents a roll anywhere. I asked if they had an extra single cup coffee maker and filter pods that I had in every other room id rented there just to be told that weekly renters don't get one nor should they. Furthermore the $100 deposit has never been returned even though the room was always left just as if it were cleaned and newly vacant. They claim the sheet had urine on it (which they loudly told me in front of other guests) and I insisted upon seeing this first hand since I ultimately bought the sheets and I eventually found a tiny spot of very faint yellow smaller than a dime. Rediculous !My brother on the other hand who also rents from them is much more untidy and less careful and received a full deposit refund every single time. Perhaps because he is good looking and 6'8. ??? They recently because of a misunderstanding of my son and I staying there and trying to overlap so I could have the same room caused them to take my deposit then ultimately refuse to rent to me or use my free redirewards nights I earned and had coming. As a result of their actions I was rudely told not asked to remove my belongings from the property by the security and had 5 minutes. I had no help or vehicle there at the time it had become dark outside, he wouldn't allow me to use the elevator or a luggage cart and I fell down half the flight of stone stairs. (photo of injury by request) I had even explained to the security guard that I'm legally blind and autistic, his response was you have five minutes or I call police. I couldn't arrange for and rent elsewhere because my deposit which was supposedly refunded right back, wasn't and it took three days so my balance was 0 and my luggage and I spent the night alone in a dirt field adjacent to the parking lot. When morning came the police, thinking I was a camping vagrant actually handcuffed me and I was searched. I have never received such heinous treatment from any establishment ever. I'm a 56 year old disabled woman and just because I rent weekly from them for my own reasons they had decided to group me in with the riff raff that give the place it's perceived reputation. They seem to make the rules as they go depending on I don't know what. But the deposit situation is obviously a scam and I'm 100% positive it's being pocketed by employees who also seem to all be the manager when it suits them but unable to make decisions when that suits them. The service industry employees should be trained not to treat guests according to how bad or good they themselves feel in a given day because people are paying good money for a product/service and have the right to be treated with dignity. Even after all if that I like the place and would welcome the opportunity for them to make amends and allow me to use the redirewards I earned. I'm working with the local sheriff as well as the corporate office regarding the issues and the...

If you are planning to book here, DON’T. We had planned to have stayed there on the 14th to the 15th of February but when we arrived there on the 14th, the gentleman that was there had told us that we booked incorrect which was a shock to us but had told us if we wanted to still book a room with the hotel, he gave us instructions to cancel our reservation with booking.com which is how we booked incorrect the first place so we can get our money bank since we NEVER CHECKED IN and booked thru the hotel as I would get our money back later, mind you I have a WITNESS which was my fiancé who also took note of it. Of course we paid for the room out of pocket because of how helpful he was. I called booking.com and explained to them what happened in which they agreed to do if the property approves the refund. See how there’s a confusion… regardless I went thru with it because I felt comfort knowing I was being helped. The next morning on the 15th as I left the hotel property and checked out, I spoke to a young lady and asked if booking.com ever reached out in which they said they didn’t so I called booking.com to see what was going on and they said that the hotel hasn’t approved it yet and went ahead and called them, soon after they had informed me that the property manager doesn’t want to approve it and that I should call them to see as to why. I did and spoke to a manager named JACKIE… once I had reached out and presented myself, she was Sooo unprofessional and YELLED at me about how booking.com didn’t give her a cancellation number in order for her to approve, and accused me of never canceling it in which I HAVE THE EMAIL STATING I DID CANCEL and when I told her the number she became silent quick. She then proceeded to say that booking.com needs to refund it to me but booking.com can’t do it due to the fact she wouldn’t approve it. I never yelled at her and had to raise my voice to get her attention due to the fact, she was YELLING SO LOUDLY. She could’ve talked to me calmly and explained it to me AND instead was VERY unprofessional. I questioned it myself whether I would get the refund but the gentleman had told us that day if we did it correctly and booking.com requests it, that I would be good, if this was the case I would’ve gone somewhere else regardless of how DIRTY the hotel room was. And I mean dirty… there was stains inside the sheets, the floor was sticky, each room we checked reeked of cigarettes, the bathroom.. well I’ll stop there. If I were you, find somewhere else to go so you don’t go through the same experience as me but if you do, find a way to record everything so you aren’t having to go back and forth with the situation. Proceed with caution and good luck. And word of advice to the corporation, speak to your managers about how to speak professionally to their customers. We all have bad days but doesn’t mean we should let it out...

If you are planning to book here, DON’T. We had planned to have stayed there on the 14th to the 15th of February but when we arrived there on the 14th, the gentleman that was there had told us that we booked incorrect which was a shock to us but had told us if we wanted to still book a room with the hotel, he gave us instructions to cancel our reservation with booking.com which is how we booked incorrect the first place so we can get our money bank since we NEVER CHECKED IN and booked thru the hotel as I would get our money back later, mind you I have a WITNESS which was my fiancé who also took note of it. Of course we paid for the room out of pocket because of how helpful he was. I called booking.com and explained to them what happened in which they agreed to do if the property approves the refund. See how there’s a confusion… regardless I went thru with it because I felt comfort knowing I was being helped. The next morning on the 15th as I left the hotel property and checked out, I spoke to a young lady and asked if booking.com ever reached out in which they said they didn’t so I called booking.com to see what was going on and they said that the hotel hasn’t approved it yet and went ahead and called them, soon after they had informed me that the property manager doesn’t want to approve it and that I should call them to see as to why. I did and spoke to a manager named JACKIE… once I had reached out and presented myself, she was Sooo unprofessional and YELLED at me about how booking.com didn’t give her a cancellation number in order for her to approve, and accused me of never canceling it in which I HAVE THE EMAIL STATING I DID CANCEL and when I told her the number she became silent quick. She then proceeded to say that booking.com needs to refund it to me but booking.com can’t do it due to the fact she wouldn’t approve it. I never yelled at her and had to raise my voice to get her attention due to the fact, she was YELLING SO LOUDLY. She could’ve talked to me calmly and explained it to me AND instead was VERY unprofessional. I questioned it myself whether I would get the refund but the gentleman had told us that day if we did it correctly and booking.com requests it, that I would be good, if this was the case I would’ve gone somewhere else regardless of how DIRTY the hotel room was. And I mean dirty… there was stains inside the sheets, the floor was sticky, each room we checked reeked of cigarettes, the bathroom.. well I’ll stop there. If I were you, find somewhere else to go so you don’t go through the same experience as me but if you do, find a way to record everything so you aren’t having to go back and forth with the situation. Proceed with caution and good luck. And word of advice to the corporation, speak to your managers about how to speak professionally to their customers. We all have bad days but doesn’t mean we should let it out...