WoodSprings Suites review: Poor customer service/guest relations

March 1, 2022

My statement is in connection to Woodspring Suites located on east I-240 service road in Oklahoma City. My partner and I reserved a room at this location mid November 2021. We have been occupants for fourteen weeks along with our cat. Our total charge each week on average has been $326.00. The cost has gone down twice during our stay here. Receipts are inconsistent always reflecting "Additional Estimated Charges". Below this charge is a notice that we "agree to liability for charges and cost cannot be waived."

This is annoying but it's just a small thing so we never questioned them. The front desk has never asked us to pay any liability fees. The highest being $140.13. Staff at this location are friendly (with the exception of the young lady who is behind the desk tonight). However friendly the rest of the crew, no one has ever answered the front desk phone. Dialing the ext. 500 from the lobby is no exception. I usually have to stand at service window until someone pops in the office.

This lady in charge tonight has hassled me about getting my room key reprogrammed. She insisted that I show identification. The room is in my name and i have stayed at Woodsprings at other locations. She was rude to me and would not even look at me as she spoke down to me. We have been met with the same attitude from this individual before. She has even walked into my room two hours prior to checkout one particular friday. I heard her down the hall announcing herself but she had no reason to enter our room. As the charges for the coming week has already been paid. This particular situation made me question her integrity. Did the women believe my partner and I were both out. That our room was empty. She had her clipboard she could see the bill was paid. The look on her face when I cut her off from entering made me feel like she knew what she knew she was in the wrong. Again two hours before checkout time. Why not a phone call instead? What if no one had been here at the time.

This lady can be heard in the hallways speaking loudly and rudely to other quests. I am sure it is quite embarrassing for them. She simply is the worst representative for guest relations any business could put in that position. This afternoon my partner went to the front office to pay another week. I was not there but he was quite upset with her behavior toward him. Describing her tone of voice as hateful and condescending. It upset him enough that we have made the decision to find another hotel. We inquired about refunding money for the three days we will not be staying. Once again her attitude toward us was extremely disrespectful. Almost shouting that she would not be refunding any money back. She informed us that we signed a contract that stated no refund for any reason. Despite the fact that we did no such thing and the website states cancellations are refunded including the amount of any tax included.

It does not or should not matter if this place is a franchise or corporately owned. There are certain expectations and a responsibility to the customer. Thirty-seven hundred dollars is roughly the price we have paid to stay at Woodsprings. This company will not be receiving my business in the future. Her attitude toward my partner and I feels like discrimination and bigotry. This is a shame. Especially with our community struggling with so many other issues at this time.