I had an awful customer experience here.
As I entered the lobby to check into the Red Roof for a week with my family, a current hotel guest was in an intense conversation with the front desk manager, who ultimately said, "It's not my problem, we'll investigate it but there's nothing I can do about it!" and then the guest, totally frustrated left and said he'd not stay another night and would dispute any charges on his credit card. The guest had photos of bugs in his room, and he and his family were disgusted, and after his plea to the hotel staff, left shocked and exasperated. In good faith, he was hoping the hotel management would address the issue... at least move his room. But the front desk guy was adamant that there were no bugs and the guest was just making problems. He made no effort to immediately check out the room, move the guest, not to mention just refund a night or something to validate the guest's real concerns. It was a case study in how not to treat a guest; a terrible customer experience.
When I expressed concern about to the front desk manager about how he treated the guest, who had a legitimate concern, and asked why he didn't have someone look into the scenario further, the front desk manager laid into me! I came to check in and became very uneasy about the interaction I just witnessed. I called the travel company I booked the room through and made a complaint to their customer service, describing the situation with bugs and the staff's response. They called the hotel general manager, who confirmed that his front desk manager said, "there's nothing I can do", and my reservation was then cancelled and refunded. Thank God we didn't have to deal with that hotel experience... it could have been me and my family going through that same scenario a day or so later and receiving the same treatment! It would have been terrible, and like the prior guest, I may have decided it was worth it to just walk away from the reservation in order to find another place where you'd at least be treated like a valid customer.