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1.1 414 Reviews

WoodSprings Suites Complaints Summary

13 Resolved
400 Unresolved
Our verdict: If considering services from WoodSprings Suites with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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WoodSprings Suites reviews & complaints 414

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12:14 pm EST

WoodSprings Suites deceptive practices

I was quoted a monthly rate but since I paid for 1st week they charged me a weekly rate. I was not disclosed this practice. I feel robbed. When I called the nite before I checked in I asked if I could pay the first week and she said sure. What I was NOT TOLD WAS MY RATE WOULD GO UP N UP. THIS IS DECEPTIVE PRACTICES BY WOODSPRING HOTELS. I WAS NOT YOLD THIS NOT EVEN MENTIONED WHEN I CALLED. JUST WRONG

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4:07 pm EST
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WoodSprings Suites everything!!! charges on card after check out/ checked into a dirty room with no air conditioner/heater, working worst customer service

I checked into Wood Spring at RoundRock. First night was terrible room had no air circulation and every where felt moist, my son woke up with bites I assume will be beg bud bites. After much complaints after 2 nights we were moved to another room, this was neater but had only the AC fan working and no heater, I had to buy a heater from Walmart while I was lodged and the receptionist will also say they have put in a ticket and nothing was done.
Room wasn't cleaned for almost 2weeks and the day it was cleaned they declared the room vacant and had it booked. Last night there I had some guys walk in with their key card while I was asleep.
After check out about an hr later my card was charged for an extra night. I've been calling to complain and get a refund all I get is that the regional manager will reach out which doesn't happen. This is a very terrible experience and I can't believe a place like that is still functioning

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3:28 pm EST
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WoodSprings Suites supervisor at woodsprings hotel in chattanooga tennessee

The lady that supervisors in Chattanooga was a complete [censor] to me her daughter is younger and she works at the desk and she told me there's no pet fee or they never charge pet fees so she didn't ever charge me for my two cats well when I started to leave I had my stuff packed on a cart in my room they came in my room took my stuff off my cart and took the card out of my room without permission because someone needed it so I complain to security that someone had been in my room and he apologized but she said she can come in my room anytime she wants to that is their property, so when I go to check out I cleaned the room very well I was there about a month she kept my deposit because she said she found out I had two cats and I told her they should have charged me for that when I first came in and they didn't so they kept my deposit$100 which I need desperately, she would not give me her bosses phone number so I have no idea how to get in touch with him she also hung up on me 30 different times every time I would call it was a horrible experience I would never go back and I paid about $1, 300 to stay there for a month plus the $20 internet and the internet does not work well, so I've never been able to get in touch with the boss because he's never there and she won't get his phone number out and she got very smart with me and ugly so it's just been a bad experience for me, if you could please refund me my $100 deposit that would be wonderful my phone number is [protected] my address is 3411 Kellys Ferry Road Chattanooga Tennessee 37419 please get back with me I'm very upset.

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2:10 pm EST

WoodSprings Suites charges for no reason

I'm currently staying here at the WoodSpring Suites in Callaway. This isn't my first stay, but it will probably be my last. Two days before my initial checkout I was asked to pay a $15 fee for premium internet access that I NEVER purchased. I was told a note would be made and to not worry about it. Today, 12/06/17, I was told I had to pay those charges anyway. No big deal. It's fine. I was also told an animal was seen in my hotel room so I would be charged $100 for the week and $50 a night for my animal, when in fact my animal has never stepped foot in this hotel. She sleeps in the car and my fiancé and I go check on her multiple times a night and spend the day with her in the city. There was a pink food bowl present in my room that I had bought for her but it still had the tag on the bottom because it was brand new, and unused. I had accidentally brought it up here when bringing groceries in. I was charged over $120 for WiFi I never purchased, and for an animal that's never in this hotel. I loved this place at first and now I regret ever coming to Panama City.

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10:30 pm EST

WoodSprings Suites employee/manager interaction with customers

We being my wife, 11 year old son, dog, and myself checked in the night before last (Sunday night) and we got up this morning around 9am and went to work and my son and dog stayed at the room and around 12:30 pm today we received a phone call from a police officer that is standing in my room with my 11 year old and here because your employee at the front desk not only called him to my room but also lied and made the police think that we just left our son here and hadn't been back since we checked in. The front desk clerk also made it a point to call and question my son on our whereabouts roughly 15 minutes before the police showed up here, and the police told my wife that they called and what they said to get them to come out. We've done nothing wrong and my wife and I work very hard and paid a small fortune to stay the week in this hotel and we don't appreciate that the employee for no reason at all other than seeing my son walk our dog called the police on us and questioned my son about my wife and I, the front desk had my phone number, my wife's phone number and my email address if he had questions or concerns and had no business or right questioning my son. I had to leave work for 2 hours just to come make sure my kid was OK when it was uncalled for, completely unjustified, even unconstitutional. We'd only been here 36 hours and this man is telling police we are never here, that is hardly time to come up with and make an observation like that... Not sure what I'm going to do about this, I'm going to sleep on it because I'm very angered right now.

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10:30 am EST
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WoodSprings Suites charged my card without my permission

I was staying at wood spring suites southeast Louisville Kentucky. It was 830 in the morning not even Close to checkout time. And the girl at the front ran my card without my permission. Anyways I went to the front desk once I got the notification on my card that they had charged it. I was mad. Like I said it was 830 in the morning the first day off I have had in a long time and I get woke up with this. I talked to the rude girl at the desk. I informed her that she was not supposed to run my card I ended up leaving the hotel because I didn't want to stay somewhere that charges my account without authorization. I still have not got my money back on my card. These people should know it is illegal to run anyone's card without them being present and consenting to it.

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Melissa Stone
, US
Jan 03, 2018 11:00 am EST

I had the same issue only on a much larger scale with the same location. Almost $1100.00 was charged without consent when i was paying cash and had receipts to prove it. Still have not been refunded. Crooked company.

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10:05 am EST
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WoodSprings Suites bed bugs

24Sep17 I checked into the Fayetteville, NC West location and up into last Wednesday Thanksgiving eve 22Nov17 I've had no issues however I switch into a double bed room and I woke up to bed bugs bites. After work I stripped down the room took pictures and bleached EVERYTHING on the bed to remove strains and any unknown items, also i bleached down the bed fram that's when I saw the bed bugs. Management said she'd discount me this wk HOWEVER I was only offered -$20 and that's very unexpectedabl because I'm paying $36 a night totaling $283.63 a wk. I'm still not in the double due to the fact of the holiday and Eco hasn't been to the hotel to clean it.

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9:52 am EST
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WoodSprings Suites abusive behavior from general manager at the killeen, tx location

I called the hotel and asked the General Manager, Toby, to connect me to my wife's room. Toby rudely informed me that their location wasn't a full service hotel and that they didn't provide that service.

At that point I asked Toby to give my wife a message to call me. His reply was that he had a lobby full of people and he didn't have time to take a message.

At that point I reminded Toby that I was paying for the room and he threatened to kick my wife out of the hotel.

Finally, I asked Toby to ask the owner of the hotel to call me. He informed me that he wasn't going to bother the owner and he refused to give me the owner's name or contact information.

Then he informed me that he was going to hang up and he hung up on me.

On an unrelated topic, the hotel has a no pets policy and there are literally multiple no pets rooms that have pets in them. Because of this, there are fleas everywhere in the hotel including in the bed linens. Ugh.

I would appreciate an apology, a refund for our stay and appropriate corrective actions at this location up to and including cancelling the franchisee license if the situation is not addressed satisfactorily.

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pobarjenkins
Minneapolis, US
Nov 24, 2017 1:36 pm EST
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You will want to contact the company directly for assistance as they will likely not see your complaint here.

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P
3:44 am EST

WoodSprings Suites credit card can't take because their reader is down?

Here in Fairfield OHIO. This place is a joke. It's a franchise location but still I have stayed in my Valueplace/Woodspring across the country.
They can't take a change in credit cards because their reader is down and been down for 5 days? Who cares, their problem not mine. They want CASH for a week $315. I never pay cash. And the girl at the front one time said (because the heater/AC quit) that it's not working because their is a "tornado watch" in effect? That's a special kind of stupid. How about it [censor] broke!
It's been ok but the staff here really needs a tune up on how to treat people. The one in Florence KY was way better in both staff and no carpets. How can you have a pet friendly place with carpets? Don't mind the piss/[censor] on the carpets. I don't have a pet but still. And this place ALLOWS smoking in 3rd floor. Smells of marijuana on first floor. I will write a bad review on TripAdvisor

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11:19 am EST
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WoodSprings Suites cleaning & staff

House Keeping does poor job as cleaning rooms. Dirty showers dirty shower curtains filthy.
Staff Attitudes and it has to them not doing there job. If your housekeeping you no it consist of cleaning moping vacuum hallways. Cleaning the toilets dusting.
Elevator always dirty
lobby area dirty
trash always in the fitness room
Trash cans out side always full trash on the ground because guess don't want to carry the trash to the trash dumpster
For this to be a new hotel I have seen a lot of issues at hand.
I don't understand how a manager ask guess to bring down trash to the front desk or walk it that far to the trash dumpster
I look at some of the reviews an laugh most are going by this hotel being new.
If a company going to have complaints solve them don't act is if you care sending an email. I read your reviews and a lot of wood springs have major issues with customer service. The lien be dirty and hair in it and the staff acts as they cant see the issues at hand.
have to remind them to clean your room after 15 or 16 days and then its half done microwave not done as well never dust its poor service.
I have pictures to back up what I'm saying

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Jezs
, US
Dec 05, 2017 10:12 pm EST
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Yes, I totally agree I am staying and have been at the one in Daphne, Al. There is one female in particular that is always so rude. Not just to me but others just checking in or asking for clean towels. There is zero customer service. On a daily basis she goes off on customers proceeding to tell them about how she's being inconvenienced and complaining about how she hates her job. Every morning I go outside to smoke and she's sitting in her car, in the handicap parking spot, in her pajamas because she also lives here for free talking horrible things about one guest or another; to one guest or another. This is very unprofessional and unbecoming. As if that's not enough my 10 year old son was standing outside with me this time and heard her complaining about me, while I'm standing right there and proceeds to tell him "yeah and you're momma's a mooch, too!". "Wow", I'm no genius but I am also in the customer service industry, and I promise you had my boss heard I had even talked back to a customer I would have been terminated immediately! So, now I have my son asking, "Mommy what is a mooch"?! Yet, she is still here working. Not a single thing done!

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11:24 am EST
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WoodSprings Suites unprofessional general manager

Unprofessional is the word when it comes to the general manager at the woodspring suites in tyler, Tx. I received my receipt on November 18, 2017 stating that I was being charged for a rate 799.99(monthly) at the price of $25.94(daily). One of the front desk staff informed me that my room is supposed to be at 599.99(monthly) at the price of $19.24(daily). After attempting to speak with the general manager, nothing was resolved. I'm still being charged at a rate that I didn't sign for, and nothing is being done. After explaining to the general manager that this isn't right, he turns belligerent towards me, and would not let me voice my concern. As a customer, I know that I have rights, and unfournely, they were not welcomed. This has been a really bad experience staying here when it comes to the general manager. As long as he has his title as a general manager, I will not recommend this hotel to anyone, because don't want this terrible experience to happen to the next customer. I'm just one of the customers at this hotel that is at it wits end with the general manager. If you choose to stay with them, please be advised to ask for a FULL RECEIPT, not partial, because in the long run, you will get overcharged.

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3:15 pm EST
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WoodSprings Suites payment being taken twice

I have stayed many times with this hotel company because I travel for work and I have never had an issue like this. when I checked into my room I paid ($351) with a debit card for 7 nights in a double bed room. The manager and front desk came to my room two days later stating that the payment was never received. When my bank statement also showed the money being takin. They were telling me that I had to pay for another week for my room or my pregnant wife, 4 year old, and I would not have a place to stay. I did not have the money to pay for another week at this time. My stay at this hotel has been the worst bar far of my 2 years traveling and staying in hundreds of various hotels. the staff is extremely rude and makes you feel unwanted. with attitudes and eye rolls every conversation! and Random Invasive room checks.

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3:03 pm EST
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WoodSprings Suites staff

I have been staying at the peoria az location for almost 4 years. Never had a problem till your new staff started. My room has been gone through twice this month. Left message for manager last tuesday and he hasn't bothered to return my call. Staff is rude. The girl upfront talks over you. She makes no eye contact when you talk to her. Asked for a refund and was told no. I live on disability and need my money to find a new place to live. I have been in this apt almost 4 years. This place has gone downhill the last 2 month's. I would appreciate help. The staff never mentioned a no refund policy. Thank you. Richard leija [protected]

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1:16 pm EST

WoodSprings Suites getting attacked by bed bugs

Me and my family recently stayed at this hotel, mind you the hotel is brand new and well the elevator is slow, the sink does not drain correctly and we got attacked by bed bugs. Definitely never staying at this hotel again. We have called and no pick up. The front desk does not stay open all night. We requested a roll away bed but we couldn't get it because the maintenance locked the keys in the maintenance room so we were not able to get the bed. Last but not least we were only allowed 2 towels and there were 5 of us and we had to buy towels in order to shower.

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11:45 pm EST

WoodSprings Suites late fees

I have been staying here at the Woodspring Suites for 3 months now. When I first arrived on August 6th of this year, my room was being paid for by a friend. I never received a sign for my door that I have a dog or anything. I've found a job as a waiter and have been paying for my room daily here. $37.20. Sometimes, I'm right on time with my payment and sometimes I have been a day late if I haven't made enough money. NOW, for the past 3 days I have been getting charged a late fee! I have never in 3 months had a late fee! This maybe because the people that work here don't or didn't mind waiving it...but I NEVER knew it existed. The man at the front desk told me two days ago that he has never charged me a late fee and my response was "there's a late fee?" Today, the woman at the front desk told me that they are no longer allowed to waive this fee.

Here is my problem with this. I understand now that there is a fee and I've known that for 3 days total...and I'm NOW getting charged $10 a day if I haven't paid by either 11am or 3pm...I have no idea.

It seems like now, though it is apparently your policy that you are just taking money I don't have from me! It's already a struggle for me, not that this concerns you...but it's already a struggle. I see these people every single day or two to make payments. I know them and they know me. They don't knock on my door daily because they know I will be down to pay.

What makes this completely unfair, in my opinion is that I've been here for 3 months...nothings changed...but now they are taking an additional $10 a day from me! It should have ALWAYS been this way, but to allow a guest to stay here for 3 months with no charges and then "all of a sudden" start charging them is a type of hypocrisy. You can't expect a customer to start getting charged more "out of the blue" and be happy about it! I'm apparently grateful that I haven't been charged in all this time...but if it started that way...it needs to continue. I was literally sideswiped with the additional charge that I knew nothing about.

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11:22 pm EST

WoodSprings Suites terrible stay in daytona beach

I stayed in the Daytona Beach International Speedway location November 4th and 5th, 2017. The first night, after a long day of traveling, I was awakened at about 2:30 am by the hotel alarm system blaring in my room. I called the front desk to find out what was going on but nobody answered. I called the local phone number for that hotel and nobody answered. Finally, after another call someone answered and told me the problem was being taken care of. After about 10-15 minutes of the blaring alarm in the hotel, it stopped. I went back to bed at about 3:00 am and the alarm system came on again at about 8:00 am. I was not able to get any sleep that night and was exhausted and a nervous wreck from the experience. The hotel alarm system went off again at about 7:15 am on the morning of the 6th and threw me out of bed again, wrecking my sleep. I should get my whole stay refunded because I didn't get any sleep the first night and had my sleep interrupted again after the second night. Thomas Ludwig

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7:04 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
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WoodSprings Suites has left an official reply on this complaint.

WoodSprings Suites woodsprings suites hotel

Hello, I am a current guess here at Woodsprings suites hotel in North Carolina, I recently booked a reservation online for my prior month to stay and was told I would have to pack up and leave for 24 hours in order to get another room, I did so with my children as complicated as it was. Before I left I spoke with the manager on the phone about pricing and how much I would be charged. I told her to cancel the reservation for a single bed because I wanted a double bed and I was willing to wait. Apparently she didn't do so and they charged me anyway for a single night stay and which I never stayed. I would like for them to replace.my money and put my funds back on to my card. As much money as I spend here monthly it's rediculious, their staff is rude and very disrespectful at times. I would much rather visit any other hotel because I don't feel comfortable here at all nor am I satisfied with their services.

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9:58 am EDT
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WoodSprings Suites shorted amount of refund

I have paid for 3 to 4 weeks at the WoodSpring Suites in Clarksville, Indiana.
I was staying there to be closer to my one job there in that area. I also have to travel to another part of the state when I am told that I am needed elsewhere. On Saturday, Ocober 28, 2017 I had to check out 3 days early to be back in another part of the state to work. After I work there I am sent back to Ckarksville to work another week.
When I calculated what I paid each day and what the remaining balance of my 3 days was I was told that was not correct. I was only given $90.76. I went back today, October 31, 2017 to talk to a manager. She didn't even take the time to refigure my bill. She just printed me off the sheets and handed it to me and said it was all ok and to give that to my company. I wasted my time. I was even told on Saturday to come back the following week to talk to a manager. I have always paid cash and the full amount. I am totally disgusted with their lack of concern. Looked like they were too busy to bother with my issue. The manager kept saying she needed to get upstairs and check two rooms that were making too much noise. All I ask is that the $55.16 I was shorted be sent to me. It's not a lot to ask to keep a customer/company satisfied. Also, this will have us return and continue to use WoodSpring Suites in the future. Thank you.

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Update by RSturgis
Nov 01, 2017 10:01 am EDT

I complained that my refund was not correct on Saturday, October 28, 2017. Yesterday, October 31, 2107 I received a call that they had reviewed my account and that I could pick up my refund of $55.16. When I picked up my refund another $3.16 was taken out so my refunded was shorted again. I do not understand why I am being taken advantage of after staying and paying for almost 4 weeks. I just want to say I am thoroughly disgusted with the way your staff makes things right because they don't. This is not acceptable. I do not associate with staff of businesses like this.

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2:18 pm EDT

WoodSprings Suites management and owners

Buyer beware!
When I asked to have my ac-dc fixed, I was ignored for 2 weeks. When I asked to have the non working range looked at, they quit cleaning my room. The manager, ashley, was going in my room during the day, sorting through my belongings, then leave me notes about the smoking policy on the proper (I don't smoke). Ashley was not available to take my complaint. The next day I come back to find several items missing and another note about the smoking police, and a used tampon floating in my toilet. I made a formal complaint to the desk person, and the next day I arrive to my room with beds made, all linens covered in stains that appeared to be semen. Several attempts to contact the corporate office yielded no replies or results, so now I have the bbb involved. I have pictures and all related documents to corroborate all facts stated here. I would rather contract leprosy that give these slimy [censor] another penny.

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Shaun R.
, US
Nov 11, 2017 10:58 pm EST

Many people may not realize that the Better Business Bureau has very little pull to do anything. They are not an official government agency, just a reporting agency.

If you are unhappy with WoodSprings, it may behoove you to find someplace else to stay.

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8:51 pm EDT

WoodSprings Suites noise complaint

I have been a guest here for a couple of months now and everything is going almost well here for me, accept when I talk to the front desk about my noise complaint. I come to see that the managers are not being very consisting about my noise complaint, because if that was true I still wouldn't be having this same problem that is happening for the second time now. Theses manager need to be more direct about how important it is to ask guest and let know that loud noise pass curfew is not accepted, and this comes with more than one warning about the noise. So with that being said I'm a little upset that this issue has not been solved.

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WoodSprings Suites In-depth Review

Location:

The WoodSprings Suites is conveniently located near major attractions, transportation hubs, and amenities. Guests will find it easy to access popular destinations and explore the surrounding area. The safety and security of the neighborhood provide peace of mind during the stay.

Accommodation:

The WoodSprings Suites offers a variety of room types and sizes to cater to different needs. The rooms are well-maintained and clean, ensuring a comfortable stay. Amenities such as a kitchenette, Wi-Fi, and TV are provided, adding convenience to the experience. The beds and furniture are comfortable, allowing guests to relax and unwind. The soundproofing ensures a peaceful environment, minimizing noise levels.

Customer Service:

The staff at WoodSprings Suites is friendly and professional, providing excellent customer service. The check-in and check-out process is efficient, saving time for guests. The staff is responsive to inquiries and requests, ensuring a pleasant stay. They are also helpful in providing local recommendations and information.

Pricing and Value for Money:

The pricing at WoodSprings Suites is transparent, with no hidden fees. Guests can compare the rates with similar accommodations in the area to ensure they are getting a good deal. The hotel may also offer complimentary services or discounts, enhancing the value for money. Overall, guests find the price paid to be worth the experience.

Facilities and Amenities:

WoodSprings Suites provides convenient parking facilities that are well-maintained. Guests can also enjoy the fitness center, swimming pool, and other recreational amenities. Laundry facilities and services are available, making it convenient for guests. The business center or meeting rooms cater to the needs of business travelers. The hotel also ensures accessibility features for guests with disabilities.

Food and Dining:

Guests can enjoy on-site dining options at WoodSprings Suites, including a restaurant and breakfast service. The quality and variety of food offered are commendable. The pricing of meals and beverages is reasonable. Room service or delivery options are also available for added convenience.

Cleanliness and Hygiene:

The overall cleanliness of common areas and facilities at WoodSprings Suites is well-maintained. The hotel follows strict sanitation practices and protocols, ensuring a hygienic environment. Hand sanitizers and hygiene products are readily available for guests. Regular housekeeping services maintain cleanliness throughout the stay.

Overall Experience:

Guests are highly satisfied with their stay at WoodSprings Suites and have a positive overall experience. They are likely to recommend the business to others. Standout positive experiences include the excellent customer service and comfortable accommodations. Any suggestions for improvement are taken into consideration by the hotel.

Online Booking and Website:

The WoodSprings Suites website is user-friendly and easy to navigate. It provides clear information about the business and its services. Online booking and reservation options are available, ensuring a hassle-free experience. The booking confirmation and communication are accurate and reliable.

COVID-19 Safety Measures:

WoodSprings Suites strictly complies with local health guidelines and regulations to ensure the safety of guests. Safety protocols such as mask requirements and social distancing are implemented. Contactless check-in and check-out options are available, minimizing contact. The hotel communicates any changes or restrictions due to the pandemic promptly and effectively.

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Phone number

+1 (301) 592-5000

Website

www.woodspring.com

Most discussed WoodSprings Suites complaints

no refund policy
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