Complaints

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During our stay at Woodspring Suites we were required to pay weekly for the full week. We paid for a week on March 16 which was a Friday. We had been staying here for a little over a month and had never had housekeepers try to come in the room. On Monday, March 20 at approximately 10:30 AM housekeepers came in the room while we were not there. They observe my insulin medication with syringes and called us and said we had to leave the hotel because of it. I thought this was very strange, but she said we were not allowed to have that in the room, even though it was prescribed to me. This was bad enough having to check out of the hotel but that is not what my complaint is about. My complaint is that they refused to reimburse us for the rest of the week that we had paid for. We paid approximately $550 every week and this particular week only got to stay three days because they made us leave , we asked them about this and we made a complaint to choice hotels but nothing has been resolved. We are seeking a refund on the days that we were not allowed to stay there because we had to go and book another room for a week that Monday on the 20th . The lady was very rude about everything and I would not recommend anyone staying at this hotel. If they value their privacy and their money, I feel ripped off and discriminated against due to a medical condition.

  Business response

  05/10/2023

  The guest was not asked to leave due to his diabetes.  On March 20th, our housekeeper entered the room to provide the required bi-weekly housekeeping, they found the exposed needles along with illegal drug paraphernalia.   The guest was asked to leave due to needles not being disposed of correctly.  Needles are a hazard to housekeeping staff and therefore, anyone who does not dispose of them correctly is asked to leave.  Also, there were other indicators in this room that these needles may have been used for illegal drugs. I have included the documentation as well as pictures of our inspection of the guest's room indicating the issues that we found.   We reserve the right to ask any guest to leave for the reason of illegal drug use, even if it is only the suspicion of such use. The guest has had other complaints against them regarding the treatment of my staff in which I had warned them verbally over the phone that such behavior would result in them being asked to vacate the property.  I have included their signed registration card to show that they understood our policies regarding refunds and housekeeping inspections.  Guests are not allowed to deny housekeeping as it states clearly on the registration form.  More pictures of possible drug paraphernalia and residue available if needed. 

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