WoodSprings Suites review: Refund

I am writing to formally file a complaint regarding my stay at your hotel on April 18, 2026, under the name Shavoynda Barrow.

Upon check-in, I immediately left for a scheduled event and did not initially inspect the room. However, when I returned later that evening, I was extremely disappointed and disturbed by the condition of the room. The room had a strong, unpleasant odor, rust throughout the bathtub, dried spit behind the toilet, and visibly stained bed sheets that appeared unwashed. The overall condition was unacceptable, unsanitary, and far below what was advertised on your website.

Because I wanted to ensure there was no misunderstanding, I thoroughly documented the condition of the room with video evidence before contacting the front desk. I then went downstairs immediately, presented the video to the front desk associate, and requested a refund. The associate acknowledged the condition and agreed that a refund was appropriate. However, I was informed that because I booked through a third-party service, I would need to go through them for reimbursement.

I contacted the third-party company right away. After conducting their investigation and communicating with your hotel management, my refund request was denied, and I was only offered $25. This response is unacceptable given the circumstances.

I was traveling with three small children, and the condition of the room was not only disappointing but also concerning from a health and sanitation standpoint. I selected your hotel based on the clean and appealing images advertised online, which did not reflect the reality of what we experienced.

Additionally, I was advised by your front desk associate, Tony, to reach out directly to you. He indicated that he did not have authorization to approve the refund, yet a denial was still issued. If he did not have authorization to approve it, it raises concern as to how a denial decision was made at that level.

At this point, I am requesting a full refund for my stay. I have video documentation available and am fully prepared to provide it to you or corporate if necessary.

Please consider this matter urgent. I am requesting a written response via email within the next few days, as I would like to maintain proper documentation of this issue. If I do not receive a satisfactory resolution, I will proceed with further steps.

Thank you for your immediate attention to this matter.

Sincerely,
Shavoynda Barrow
Phone: [protected]
Email: [protected]@gmail.com