WoodSprings Suites review: front desk staff (marc)

Extremely bad experience! Please read!

I booked a stay here while visiting my terminally ill mother in law, whom sadly passed. On Christmas Day I came to get a clean set of towels, but unfortunately with making arrangements and setting up a funeral I missed the front desk staff. They were gone for the day.

I did hear the commercial washers and dryers that the staff uses to wash in use. Therefore, I knew there in fact was staff on site. I knocked and knocked to no avail.

I called the customer service number but they were unable to help me with this. I asked to file a formal complaint.

The person on the phone took my information and said they'd get back to me.

When I returned to hotel after an extremely long day it was 12:00 a.m and employee(Marc) was at the front desk. I came down with the dirty towels( In need of a shower) and Marc immediately said " You can't get new towels until 7:00 a.m. I explained my situation to him but he was rude and said " I'm not going to give you towels." I then asked for a manager. Marc then said "those are the rules, they're posted there and the manager is going to tell you the same thing". The guests that were in the lobby waiting to check in were flabbergasted, after all I was just asking for clean towels I was unable to get previously.

In tears I said to Marc "It's Christmas" " My mother in law just passed, and I need to shower" Can you have a bit of compassion?" He then said " Nope!" I have people waiting"

I had no choice but to walk back to my room with my dirty towels, extremely embarrassed and humiliated.

P.S. to the person responsible for responding to the reviews... Please, Please don't say "Sorry you feel this way" or " Sorry this is your perception, or opinion" Accept responsibility when you're (or your staff is wrong) AND make it right! After all, guests witnessed this.