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When my family and I arrived at 9:00 p.m. August 2, 2019 at Woodsprings San Antonio South there were people sitting inthe parking lot in lawn chairs and there vehicles playing loud music there were people walking around smoking marijuana. Upon entering there was a tire, door, full trashcan and a red cart full of trash in the hallway once we made it into the room the room smell terrible my wife tried to call the front desk but there was no cord for the phone. I then sat on one of the beds and almost fell through to the floor, the bed had a big whole in the frame I then went to the front desk to notify the attendant she then advised me that the maintenance man that was suppose to be on duty had we home but she would try to call him but he did not answer but she did give us some spray and a phone. I finally got a bed around 12 midnight. The next morning loud banging was coming from upstairs so my family and I left for our outings when we returned the key cards no longer worked and there was no one at the front desk we call the number on sign for help but no one answered we stood in the lobby for about 29 minutes before we were helped. They did bring and clean towels, sheet. The day we checked out there were no one at the front desk and the same trash that was in the hallway when we arrived was still there when we left. That was the worst hotel that I've ever stayed in and that's not an exaggeration. I'm giving this location 00. The front desk assistant called the manager and the assistant said they would give half off on night once I arrived home I called and spoke with the district manager Shawn and advised him of my concerns and he stated he would refunded half the cost of the room which never happened.
The complaint has been investigated and resolved to the customer's satisfaction.
Hi I stayed at the Burbank Illinois wood springs hotel on 5001 west 79st. On April 17 for one night well when I got there and it smelled like marijuana and cigarettes I should of left but after the long 5 hour drive and already haven reservations I stayed! All the night banging coming from the people above me and so finally after falling asleep I get a bang at my door at 8:30 in the morning so my husband goes and opens the door and thru asked what time u checking out? Well at 11 and we’re do they do that at and then he shuts the door and knocks again and says you smoking and I don’t smoke! And I said no and he was like yes you were arguing with me so I packed my stuff and left I get in my car and there is a 250 charge to my account! I want my refund and them boys need to be terminated they were doing that to a whole bunch of people when I was leaving they were fighting with another couple!
Thank you for your feedback and we sincerely apologize for any inconvenience. We rely on your feedback as it helps us to evaluate our processes to identify any opportunities to improve. We hope that this isolated event will not prevent you from staying with us in the future. Although the conversation that we had on the phone differs completely from what you mentioned in your complaint, we did refund you half of your stay on 8/6/19 per our conversation. We've included a photo of the credit to your complaint. While we credit your account the same day, sometimes bank issuers can take up to 3-5 business days for it to reflect. Should you not see this credit after 3-5 days, we might suggest contacting your card issuer. In addition, we hope that you will allow us the opportunity to fix your image of our brand and we look forward to serving you in the near future.