WoodSprings Suites
reviews and complaints

I am 9 months pregnant, and drove from Austin, Texas. Upon arrival, my husband and I had to stand around and wait for about 2 to almost 3 hours for our room to be "cleaned". From what I understood, that's why you book a reservation, for the convenience of running into mess like this!
We arrived between 7:30pm and 7:45pm, it is now 10:08pm, as we speak and I'm still not in my room I booked! We received keys that apparently weren't activated, because they would not work on the outside doors for me to come back in... with the front desk closed, had to wait on someone to come and use their key so I could follow in...
This was absolutely ridiculous service. I didn't even want to stay any more, but it was too late, my reservation was already booked! Oh, by the way I booked for a 19 night stay!
I am a appalled, and utterly shocked on how this customer service encounter went! Please respond to this complaint as soon as possible. I am highly upset as this should not have happened!
Thank you.

I filed BBB complaint# [protected] for this location and also uploaded photos of the infestation. No one has responded to the complaint or reached out to me to discuss this issue. My complaint submitted to the BBB is below:

There was an infestation of bed bugs on the mattress of the bed and the sleeper sofa mattress. The manager tried to say that they travel with luggage.
My son and I checked in to the Woodspring Suites on 3/14/2019 - we checked out 9/4/2019. I was paying $418.12 weekly to live here. The very first week that we were there, my son stated that he was seeing baby roaches (or so we thought). We had never seen bed bugs before so I purchased something for roaches. We continued to see what we thought were baby roaches.

I always carry my own blankets so we never actually slept between the sheets of the bed but we did sleep on the pillows. I always washed the pillow cases because my son felt like something was biting him. I saw what appeared to be blood spots on pillow cases but I couldn't figure out where it was coming from. I noticed small bugs on the pillows, so I threw out the pillows on the bed and purchased new ones from Walmart. Soon, the small bugs would reappear. I had no clue of where they were coming from.

My son stopped sleeping on the sleeper sofa and started sleeping in the bed with me because he kept seeing the small bugs. A week ago, I got sick and was hospitalized for a week. My mom and sisters came from out of town to check on me and stay at the room with my minor son. My mom and sisters mentioned to me that they were seeing bed bugs on the coach when my sister let it out to sleep on it. The decided to strip the sleeper sofa and bed and found the infestation of bed bugs on both mattresses. When I got out the hospital, I took pictures of the infestation and showed them to the manager, Nikki. She tried to say that the bugs usually travel with luggage and explained how to get rid of them (which I thought was funny).

I tried explaining to her that this infestation did not travel with us, this was already there because my son and I was seeing the them the first week that we were there but we didn't know what they were - we thought they were baby roaches. She dismissed that and called the Orkin guy stating that she had a confirmed infestation of BBs. My mom and I advised her that the furniture was old and needed to be stripped and Google confirms that this is where bed bugs come from. The mattress in the sleeper sofa was very old and looked filthy! There was some kind of mattress cover on the bed that we had unzip to get to the infestation. The manager even tried to say that they do a full inspection before guests move in - that is such a lie because when we moved in, the girl at the front desk thought there was 2 beds in the room and it was only one and a sleeper sofa! It was even a handicap room but she wasn't aware of that either and then stated that was all they had available.

The pipe under the sink burst about 2 months ago and water was coming from underneath the sink - I reported it and he maintenance guy advised me that management was taking their time ordering the part, so it never got fixed. I paid over $8700 to live in this filth and the manager did not offer me any of my money back or an apology! A few weeks ago, she had even started charging my card without my consent for the weekly rate. I even went to the front office about that and they claim she was doing it as a courtesy for all the guests that had been there for awhile. I had my bank cancel my card and send me a new one to stop the unauthorized transaction because I always paid on a Saturday when the room fee was due.

Hello,

I would like to speak with someone in regards to my experience at your hotel 9/25/19. I've been trying to speak with someone willing to help since then and nothing came out of it.

I called the hotel 9/24 around 10pm asking the price of the room for the night. I was informed by the attendant at the desk that the rate for this night would be $73 dollars total. I asked her if she was sure as it said $99 online and was looking for a bit more inexpensive as I would only be needing the room for aw few hours as I'd be traveling. She assured me the rate was $73. Fast forward to 11pm when I arrive, the same attendant tells me "oh that was the weekly rate". I asked her if I could speak with a manager and she informs me there is no one there I can speak with. I informed her of my anger as I drove far to come specially for the price. She proceeded to call the manager on her cell phone talking about me as if I weren't in front of her saying "This lady is mad because the price is $99 and I told her the weekly rate price per night". I'm not sure what the manager told her but she looks at me and asks, do you want the room or not. I asked if they would be honoring the quoted price and she tells me she can't. Being extremely tired from driving at this point I pay the amount $212 (which includes deposit). The attendant was rude, unapologetic, and seems as if she was improperly trained and shouldn't be at the desk alone if she doesn't know room pricing. More than the miscommunication it was her rude attitude as if I'd done something wrong. I then proceeded to go to my room to find the comforter being dirty, floor unswept, and seems as if the room was barely cleaned prior to my arrival. After dealing with the mean attendant there was no way I was going to go back to the desk for I just laid in the bed and passed out until leaving around 4am. I'm am truly upset by this and have photos as well as video recorded most the incident. I would love to speak with someone a bit higher up than Keri Kopeland (who says she can't help me being that it's in her bosses hands, Sherry Beckford- who has not reached out to me though I've provided my email and phone number to Keri to be contacted). Please have someone contact me and I'm happy to provide all proof needed as I feel mistreated. I've added all pics and photos I could, unsure if they saved.

Louisville ky airport...there are staff members that work here and stay here to conduct safety. The man was removed from desk for his behavior towards guests very rude viloent angry..he is mentally unstable his wife was hired on as they cant afford to stay unless they have the discount that workers recieve he starts trouble both him and his wife towards guests they decide they do not like..she the new night safty person is so afraid to work on her own her husband basicly still works there causing trouble and being violent towards guests...very rude these two. While i get caring about people excusing bad behaviours and allowing people who have serious mental illness for what ever the reason is unacceptable. I have seen people put out for a lot less here so i do not understand i am tired of being harrassed everytime these two employees decide they have something against you...staff that work at hotels should never be allowed to stay onsite as it causes issues...staff tend to treat or speak about guests badly when they place a complaint against staff at the desk..they tend to kick people out for complaining and single out whom they may have thought placed complaint...as well they are great here most of them however i wish they didnt employee some people just for a place to stay they are not seeing late at night when this workers husband threatens others ... Threatened a woman that he woild litterally kill here for driving like five times in a circle around the parking lot only for us to fimd it was his wife that was doing safety at hotel...if i cant drive my car on property then i just will not be returning ever he got in my car and told me he would beat my "[censored]" what a welcome!

9/26/19 while staying here for work for months there have been several chemical break ins and other incidents where police fire and rescue are called.
My vehicle was broken into just 40 feet from security cameras and when asked if the worked the manager said they didnt record. Because of a power surge . Others have asked the same question months ago and were told that the management wouldnt spend the money to fix the problem.
I am discussing this with my supervision today to request moving all of our people to another location that has the safety of their guest and property concerns taken seriously. I recommend others to do the same!

I stayed there from 9/20 thru 09/24 and the whole time i was there we had no cable and the management at this location has refused to call and take care of the guest because they are doing rennovations but that has nothing to do with it. You would expect a guest to pay full price even tho there is no cable.
This serves as a great inconvenience.

Thank you