I had stayed at Red Roof Inn earlier in the year, and despite it being kind of run down, the beds were comfortable, they had free coffee all day, and the staff at the front desk were nice. The wifi was lousy if your room was far away from the office.
My second stay was in mid April. We had sadly lost our precious granddaughter, and had to travel back to Amarillo for her funeral. We needed two rooms the first night because we needed one room for me and my husband, and another for my two teenage boys. Then the next night, we would only need one room, as my husband had to fly back for work, and I was just going to share a room with my boys (it had two queen beds). We were doing this to save money. When we booked the rooms we were VERY clear that we needed two rooms for only one night. The girl helping us book the room seemed very young, and she was obviously in training. She had an older lady helping her and guiding her through the process.
The next morning, while my husband was getting ready to leave for the airport, I moved my belongings to the room that my sons were staying with. A couple of hours later I received a call on my cell phone from the front office. It was the older staff member that had helped the younger girl book our rooms the day before. She rudely asked me why we didn't inform the office that we were going to check out of the room my husband and I stayed in. She said that not only did we not inform them of the checkout, but that we left the do not disturb sign on the door, and so the maids left for the day without cleaning it.
I told her that we absolutely did tell her we were checking out the day before. She then told me that they had already charged our credit card for two nights on both rooms, and that we had signed the paper that said we understood how many nights we were being charged for.
I immediately went to my bank account online, and sure enough, we were charged two nights for the room that we had already checked out of.
I went to the office and asked if they would please refund our money for the one night. The same two women were there from the day before, and so I tried to get them to remember that we had told them multiple times that we didn't need the room for two nights. They both played dumb, and then presented me with the paper that my husband signed, agreeing to two nights.
I asked to talk to the manager, and that is when the real problems started. Right away he treated me like I was a complete burden. He tried to push the blame on me, and was rude and uncooperative. I told him that it was his trainee that had messed up by charging us for two nights. He said that we had not told her we were staying only one night, and that he could prove it because we had signed the paper. I was actually floored at how rude he was to me. He wouldn't listen, was talking over me, and eventually said he was going to call the police to kick us out. All I was trying to do was get a refund for the room. I never raised my voice, never caused a scene. He started raising his voice and threatened to kick us out of the second room.
I have NEVER experienced such terrible customer service. He stomped off to the back room and started yelling in a different language at the young employee that had goofed up in the first place. We could hear him throwing papers around back there, and doing all this as other customers walked into the office.
I had finally had enough. We had just buried our 3 year old granddaughter the day before, and here was this ignorant manager yelling at me. I started to cry, and finally told them that they should be ashamed of themselves. This man was very unprofessional and he had his front desk staff so scared of him that they wouldn't back me up when I asked them to confirm that we had told them multiple times we weren't needing the two rooms for two nights.
I will NEVER stay there again, obviously. They are a management team that cares more about being right and making their money than being professional, polite, and putting the feelings of their customers first.
- Official Description (provided by the hotel):
- Red Roof Amarillo East is close to the Amarillo Convention Center, Amarillo College, the Tri-State Fairground, and the Cowboy Hall of Fame Museum and less than 3 miles from the Cal Farley Coliseum located in the Amarillo Civic Center. Downtown Amarillo is only 2 miles from this Red Roof. BSA Hospital and Northwest hospital are just 10 minutes away, and West Texas A&M University is only 20 minutes. We have a variety of great restaurants nearby-La Fiesta Mexican Restaruant, Denny's, Wendy's , Arby's McDonald's, and IHOP are all within walking distance, while the Big Texan and Texas Roadhouse are less than 5 minutes away. Red Roof Amarillo East features free WiFi, free hot and cold continental breakfast, a guest laundry, and a sparkling outdoor pool, open May through August. All rooms have hair dryers, irons & ironing boards, and in-room coffee makers; selected rooms have free microwaves and mini-fridges. This location has Cable TV including HBO in all rooms, free on-site parking, weekly rates, and also offers complimentary coffee in the lobby and handy vending machines for snacks. Red Roof Amarillo features exterior entrances. Ask our friendly staff about tours and information about local attractions. One well-behaved family pet per room is welcome. ... more less
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- Also Known As:
- Red Roof Inn Amarillo Hotel Amarillo
- Howard Johnson Amarillo
- Amarillo Howard Johnson