Refused refund

Was in town for a quick weekend trip and had brought my dog. So I wanted a decent place for one night that was pet friendly. Upon checking in, we went to our room. When we opened the door the whole room was trashed. Hadn't even been touched by housekeeping (this was 6:30 at night too, it should have been done). Bed sheets, towels, and food and drink containers everywhere. You honestly would have thought someone was still using the room. Completely appalled, we went down to the front desk and described what we just witnessed. We were so grossed out and felt unsafe; we asked the front desk lady for a full refund and that we will not be staying here for the night. She did feel bad about the situation and called the manager to come in to work, and informed us that he was on his way and that he would take care of the refund.

We asked her if we should wait until he arrived, and she said no need, he will get it all taken care of and apologized. At this point, it was 7:30pm at night and we were so angry that we trusted that the manager would settle it without us. Fast forward three days later and the charge did indeed post on my credit card. I DID NOT get a refund. I called them back last night after seeing the charge on my card and basically said "Why is this here, I was promised a refund?" The desk clerk that night proceeded to tell me that I would not be given a refund. Who is he to tell me I won't get it after a manager promised me? He told me "because you didn't give the hotel a chance to fix it, we won't refund you."

They offered me a new room and I absolutely did not trust staying there now. That trust is broken and not returning. So now I have opened a dispute with my bank to get my money back after this trashy experience. 100% would not recommend this Red Roof Inn or any for that matter. Seeming as though they don't care about giving you refunds. The Hampton Inn down the road was a WAY better experience and I would recommend it to anyone traveling with their dog.

May. 10, 2023