Complaints

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation for a 4 night stay (Sept. 25-28) @ Woodspring Suites (through 3rd party Expedia). I cancelled the reservation through Expedia on the same day. The hotel is charging me a no-show fee of $126.08 on my discover card. The documentation I received from the hotel after Discover opened a dispute states the following: Stays booked through third party travel portals must be cancelled through those portals. I contacted the hotel. The hotel is stating that Expedia is charging me. They put me on hold for 30 minutes and hung up on me. I no longer have the reservation confirmation or cancellation e-mails from Expedia. The cancellation e-mail stated that there was no charge for the cancellation.

  Business response

  12/08/2023

   

   

  Expedia never canceled his reservation, we contacted them this morning and they confirmed the cancellation but they never sent it to our system. We will now collect payment from Expedia because it was their mistake. We refunded Mr. ******** $126.08 on his Discover card ending in *****

  Customer response

  12/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ****** ********

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed at the Woodspring ***************/********* on August 5th and checked out August 6th. I was charged for two nights and they refuse to refund me. The manager there is sooo rude! She would barely listen to what ** saying, kept talking over me and kept saying Im too old for this mess! Just completely rude and unprofessional! I called corporate and all they do is talk to the same manager who keeps insisting I booked through Expedia when I didnt. It is soo frustrating! This manager needs to be investigated and frankly needs customer service training! It is really unprofessional and I will tell everyone I know not to stay here!

  Business response

  08/25/2023

  This complaint is for Woodspring ***************/********* location . Looks  like we receive this by mistake , we are in **************** location and do not have any connection with *************** location.

  *************************

   

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This hotel says that they are pet friendly (dogs only) and they constantly use this as a catch all excuse for why they can't do much about the barking dog problems. They don't have any expectations at all or rules regarding pets barking constantly at all times of the day and night. This results in their human guests like me having their peace and quiet disturbed and no consequences for the inconsiderate pet owners who oftentimes leave their dog at home knowing that it barks alot when they themselves have left the building for the day. They have changed my room and the problem persists with the front desk agents time and time again putting guests in the room next to mine who have loud barking dogs. I have suggested that they could have a designated quiet part of the building where they don't have guests who have pets with them. They have told me that they aren't allowed to do that. One of their front desk agents named ******** said to me "Get out of my face!" when I requested help with a barking dog. When I said to an employee whose name is ***** that I might have to request help from the police for the barking dog if they couldn't help me said to me "Take your best shot!" With the exception of an agent named *** and one other agent and management most of the staff at the front desk are unhelpful and rude when I request help from them about the barking dogs that are routinely very loud. I have documented how loud the dogs are with audio recordings on my phone. Recently, I requested help from the local police and they arrived and witnessed the loud barking and knocked on the guests' door. Because the owner wasn't home the front desk agent said that she could do absolutely nothing about it. This hotel accepts guests who are irresponsible pet owners and inconsiderate people who don't care at all about the fact that there are other guests in the hotel. This hotel has a pet policy that is poorly thought out and shows disregard for good guests who value peace and quiet.

  Business response

  12/30/2022

  We do apologize for any inconvenience. We are a pet friendly facility and advertise as such. We have spoken with the guest numerous times and have even moved his room. A hotel such as us with a high occupancy cannot have a designated pet area and we have explained this. We have received no other complaints about barking dogs. I have offered the guest a full refund if he decides to check out and move to a hotel that does not accept pets. Also, our employees have stated to the guest that they do not want to be videotaped and recorded at the front desk. The guest is free to call the police but this is not a criminal matter, the guest is choosing to stay with us.Tell us why here...

  Customer response

  12/30/2022

  
  Complaint: 18638493
  

  
  I am rejecting this response because:

   

  I am still subject to verbal abuse from the staff like ***** the maintenance man who about a month ago said to me angrily "Take your best shot!"

   

  I am a disabled person and this is an ongoing issue with me being subject to verbal abuse from the staff at this hotel.

   

  This is not acceptable.

   

  Also, the onsite general manager named ******* said that she 100% agreed with me that I should not be subject to verbal abuse and said that she

  would talk to / reprimand *****. Every time that I have talked with the onsite general manager ******* about the verbal abuse and other concerns she

  has consistently stated that she agrees with me.

   

  I am allowed to and it is logical for me to videotape staff when they approach me in a hostile and angry way and I shall continue to document this behavior

  via video to protect myself if it occurs.

   

  Also, as a basis for comparison I have videotaped staff at other hotels when I make cash payments at the front desk and they were aware of it and they said that

  it was acceptable.

   

  They also don't enforce many of the property's rules that are posted in the laundry room such as "Minors must be under adult supervision at all times anywhere 
  

  on the property." This reflects the fact that they don't care much about guests and many but not all of the staff don't do anything to help guests and just sit

  through their shift doing nothing at all.

   

  They say that they are an extremely busy business yet I see every night that there are at least ***** empty parking spaces in the rear parking lot

  that are empty all night and all day. It is highly doubtful that they ever reach full occupancy like some hotels in the area.

   

  They say that they don't receive complaints from any other guests yet I have personally witnessed guests complaining about a multitude of things when

  I have coincidentally been in the lobby area taking care of other business matters.

  
  I am still requesting help with this situation.

   

  I have also filed a formal complaint with Corporate that they should be receiving soon.
  
  

   

   

  ***********************

  Business response

  12/30/2022

  Once again, thank you for taking the time to list your complaints. We care very much about guests and their issues. We have tried on a continuing basis to address your concerns. The police have explained that you cannot videotape inside of the hotel because it is considered private property so understand, we have to enforce that. I'm sorry that you feel you are being verbally abused, I do not believe that is anyone's intention as our staff has been very professional with you. Once again, we will issue a full refund if our hotel is not a good fit for you. We sincerely apologize for any inconvenience.

  Customer response

  01/02/2023

  
  Complaint: 18638493
  
  I am rejecting this response because:

   Your employees have, at times, verbally abused me and I shall continue to audiotape and videotape any abuse. Everything is being documented.

  Your property has numerous cameras so I am being videotaped at all times while I am on your property. Yet you discourage me from recording abuse that I am suffering.

  I would suggest that you tell your employees that I shall record any interaction that they have with me,.

  Also, the detailed complaint that I filed with Corporate should be arriving at your doorstep soon. 

  
  
  
  
  

   

  Regards,
  
  ***********************

  Business response

  01/04/2023

  While we understand all of your concerns and we apologize, we feel that our hotel is not the right fit for you. You checked into a pet friendly hotel where pets are welcome. You stated that the sound of barking dogs disturbed you so we made numerous accommodations for you which included moving your room and also changing the rooms of and inconveniencing guests with pets. We listened patiently and addressed all of your concerns for many months. No one on our staff verbally abused you at any time. The staff is uncomfortable coming to work because they are being recorded and videotaped by you. They have all asked you to stop and you will not stop. The police told you not to videotape in the hotel because it is private property but you will not stop. At this point, there is nothing else we can do. You are uncomfortable being in a pet friendly hotel and the staff is uncomfortable being videotaped and want to maintain their privacy. Your check out date is on 2/1/23 and we kindly ask that you check out on that day. Due to the circumstances, we will not be able to extend your stay and are providing you with advance notice.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩