Quinn is a full-time bank employee who suffers severe physical and emotional abuse from her wealthy, well-connected husband, Derek. Believing his social influence makes it impossible to leave him safely, she stays in the marriage until a violent confrontation forces her to kill him in self-defense. Terrified of the legal consequences, she cuts her hair, packs her savings, and flees toward the Canadian border before a winter storm strands her at the Baxter Motel.

Rosalie is the co-owner of the Baxter Motel and a former chef who previously ran Rosalie's Diner. Following a miscarriage and a subsequent diagnosis of multiple sclerosis, her physical health and emotional well-being rapidly declined. She uses a wheelchair and refuses to leave her bedroom, spending her time watching the motel parking lot through binoculars. Her illness causes her deep depression and feelings of inadequacy regarding her marriage.

Claudia is Quinn's older sister who dropped out of college to care for Quinn after their parents died in a car accident. She lives with her husband, Rob, but frequently compares her modest life to Quinn's seemingly perfect, wealthy marriage. Frustrated by the slow police investigation into Derek's death and Quinn's disappearance, Claudia takes matters into her own hands to track her sister down along the snowy highway.

Nicholas, who goes by Nick, operates the Baxter Motel entirely on his own while acting as the sole caretaker for his chronically ill wife, Rosalie. He projects a friendly, helpful demeanor toward stranded guests. He tries to encourage his wife to seek physical therapy or modify her diner, but meets constant resistance, leaving him emotionally and physically exhausted by his dual responsibilities.

Rob is a plumber and Claudia's husband of six years. He recognizes that their marriage has grown stale and exhausting, marked by frequent arguments and Claudia's obvious dissatisfaction with his income and appearance. He attempts to keep Claudia safe during the storm while worrying about her erratic behavior following the discovery of Derek's body.

Greta is an elderly woman with gray hair and a slight European accent who resides permanently in room 202 of the Baxter Motel. She previously worked as a fortune teller in a traveling circus alongside her late husband. She decorates her room with mirrors and tarot cards, regularly offering unprompted, ominous predictions to anyone who crosses her path.

Derek is Quinn's wealthy husband, owning a highly successful business in New England. He leverages his family's political connections and money to maintain a charming public image, which he uses to mask his severe physical and emotional abuse of his wife. His violent reaction to suspected infidelity triggers the events of the novel.

Scott is a local police deputy and Quinn's former high school boyfriend. He conducts the initial welfare check at Quinn's house and later handles the investigation into Derek's death and Quinn's disappearance. For Quinn, he represents a missed opportunity for a safe, honorable life.

Billy is a local man whom Quinn used to babysit many years ago. He approaches her at a gas station while she is on the run, recognizing her despite her cut hair. His presence ruins her attempt to leave her phone untraceable in the back of his truck.

Christina is a young, blonde woman who stayed at the Baxter Motel two years prior to the current events. She was murdered in room 201, a crime that attracted police attention to the motel owner and caused the room to be permanently locked with a "Do Not Disturb" sign on the door.

Naomi is a fortune teller with jet-black hair who works in a traveling carnival. Years before the current events, she provides Rosalie with a terrifying reading involving the Tower and Death cards, warning her of a life-changing revelation that fundamentally alters Rosalie's worldview.

Dr. Heller is the neurologist who officially diagnoses Rosalie with multiple sclerosis. She provides the medical advice that Rosalie should not attempt another pregnancy and recommends physical therapy, which Rosalie ultimately rejects.