WoodSprings Suites
reviews and complaints

I booked a reservation on 6/14/2019 for a room for 6/27 thru 6/29 2019 at the WoodSpring Suites San Antonio I-35 North. On the day of check-in I received a called from the front desk stating that even though I had a reservation, the hotel did not have any rooms. My family and I were already traveling to the hotel. According to the front desk and the manager I never had a reservation due to electrical problems from the storm the previous week. However, I received a confirmation #8151169793580 and had a conversation with the front desk the day before. I spoke to an associate named Wil, who said we were on schedule for check in. WoodSpring is now blaming Hotels.com for the issue. In any event my family and I did not have a room and the hotel is not taking responsibility. Awful experience.

4 Days ago we lost our internet (caused me a loss of business since I am a contract programmer.) and TV service. The internet was up in 24 hours, however, the TV is still down.
We have been loyal patrons of Woodspring Suites, staying several months in OHIO, PA, FL, IOWA while conducting business.
This is the first time we have been very disappointed. When we ask about the problem: they seem to think it is humorous.
I think some remuneration is in order for our inconveniences.
Management should have a backup plan for any eventualities as undesirable as this...look us up in your computer.
Mary Lee
[protected]
Mary.[protected]@live.com

ive been here for two months. and in thatg time am told i cant have my room cleaned because i have a dog. she is not in a cage she is my support service dog. if housekeepers are so afraid of dogs they should not be working in a hotel that takes them. my room is filthy i spoke with the manager and he told me no cleaning my rooom, i m not in the room all the time and she goes wi th mewhen i leave., there is no excuse except lazy in all my travels ive never experienced such abuse. i am beyond hotel management and customer service, i keep repeatedly get locked out of my room and away form my dog and things. because no one here knows how to approach someone, i m told to leave. you have four cc on file its not my fault your staff cant run my cc when i am two days late wiht payment, this is not a rental property it a hotel at least for now. you cant abuse people i will file suit if it happens again, the rude phone calls., the harrassment for more money for toweels and bedding, i was on hold yesterday for 27 minutes to talk to a regional manager who never did answer or call back, you dont take your customers serioucsly and i think it is illegal to lock me out of my room away friom my stuff as i am told its a way for you to get more money, im sick of it, i want a c lean room and no more locking me out this is abusive no hotels in the world dothis. i can check in anywhere in the world not have this happen, i will press charges as no one casn seem to deal with the complaint process

This has to be one of the worst hotel experiences ever and I travel quite a bit. I am a traveling insurance Adjuster and see many parts of the country and this WoodSprings in Bentonville Arkansas is the worse. From day one the sign outside says $599 for the month and at the front desk I'm charged $712.64 for a "plus tax amount". That doesn't even add up. Immediately upon walking into my room I'm greeted by a dozen roaches! I immediately called the front desk who said they would sent someone to spray. I left a piece of paper behind my door SO I WOULD KNOW IF SOMEONE ENTERED MY DOOR but NOBODY EVER SHOWED. I've been killing roaches every night. Only reason I could not leave is because everywhere is booked and as a contractor we are sent to the areas that are already flooded by other contractors. Upon watching my credit card statement I see random charges for this hotel. These charges total to $762.70 with another $294.00 it says is due. I asked for a print off of my bill and it's clearly showing I'm being billed for a Linen charge daily when NOBODY HAS EVER BEEN IN MY ROOM FOR ANY CLEANING. I asked the clerk and she said you guys clean every 2weeks and even though I have been here 3weeks I HAVE SEEN NO CLEANING EVER. Not in my room NOR any other room on any other floor EVER. I am also being charged $10 everyday for a LATE RENEWAL. I asked for a month when I checked in, I'm paying via credit card so HOW IS THIS POSSIBLE!? You guys are ripping me off to stay in this filthy ROACH MOTEL. I will most definitely take pics and post them everywhere I can think of. This is the worse hotel chain I have ever experienced. FEEL FREE TO WRITE ME [protected]@gmail.com

I am in San Antonio, I-35 N location, room 307.

I have been in this room for about a month. I have had roaches for 3 of those weeks. Management claims they have sprayed my room 3 times, yet I am still seeing roaches on a daily basis. I say "claims" because I have asked several times, and even spoke to him personally one of those, to be informed of what is happening. I have been told nothing. He never bothered to call me back like he said he would. Therefore, I spent my own money and took time this weekend to clean, move everything, and spray the place myself, as I have never had to live in these conditions even when I have stayed in third world countries.

When I moved into this place, I had to scrub down the floors 6 (yes, that is six) different times to get the grime and filth removed from the floor enough so my feet would stop turning black from walking on it. This is why I left a note on my door asking the housekeeping staff to not clean as it is my preference to do so. I do not want the filth from all these other rooms smeared across my floor by a dirty mop.

To add to my frustration, the upstairs guests from me started stomping and banging furniture around at 10 last night. A few min after 10, my entire clothing rack came crashing down. The manager rudely tells me that it is about weight not the rumbling coming from upstairs. I then inform him of my cleaning and roach spraying fiasco over the weekend where I took things down and removed even more weight from the rack, thus could not be due to too much weight, but he wanted to place the blame on me. Meanwhile he is not listening to the fact that I had to get back out of bed a little after 10 last night, move and untangle all my clothes from the floor formerly crawling with roaches, and they are now piled on top of a suitcase on my bed making it difficult to get to the clothes I do need. I have rather expensive, felt-covered hangers, several of which are now broken in this event.

This manager, "Will" I believe, has terrible people management skills, does not care about anything I have done or have had to do to take care of anything in this place myself. I clearly am upset and just want to know that someone cares and is going to fix the problems. He said to me, "Why don't you just leave! You and your smart mouth!" (This was just now - a few min after 9 here) I don't know how he got this job, but that is not how you handle distressed customers. And, believe me, if I could afford to move again, as I cannot physically do the moving myself due to back problems and must pay movers, I would be gone. Today. Unfortunately, I only have a few weeks until my apartment will be ready and must wait to pay movers for that move instead so I am stuck here. Additionally, when I do move, does anyone care that I have to go through every single thing I own, take all my clothes to the cleaners (which will be quite a large cleaning bill), and search every bag and box to be sure I don't take this filthy roach problem with me to my new home? This all takes time and a lot of work. Time like that does not grow on trees any more than does money. Money is what I am paying for this place. I would like to be compensated a week's stay here, which is only a few hundred dollars and won't even begin to cover my dry cleaning bill, for all this trouble and the work I have had and will have to do because of the conditions here.

The below pictures are of the fallen rack with all my clothes down and just one of dozens of roaches I have had to contend with for the past month. I would have more pictures, but I have a life and don't feel that photographing roaches to show people how nasty this place is should have to occur, but maybe I should start.

I expect to hear something from someone about this matter - today. My number is [protected]. When I don't hear something today, I will begin calling your corporate number tomorrow. When I don't get a response after leaving a message for whomever it is I need to speak with, like I was made to do last week and told I would be called back and never was, I will start calling every hour until I get answers and a resolution with which we can all be satisfied.

L J Johnson

Wow, and just as I was about to hit "submit", the fire alarm goes off for about 10 seconds here. What in the hell is going on in this place? Some of us have serious PTSD and all I can do is shake and try not to vomit now. I would not be surprised if that was a ploy to annoy me after the incident with the manager just a few minutes ago.

On June 22, 2019 I woke up to my vehicle being broken into in the rear parking lot, they busted my window out of my car and stole over 2000 dollars worth of tools. When I approached the front office about it and asked them if they had cameras that recorded the parking lots they informed me that they had a million cameras on the inside of the motel but not one single camera on the outside, so unfortunately after filing the police report nothing really was accomplished because I had no way of figuring out who done it with that being said we are loyal guest that's pays 350 a week to stay here so my opinion they should take more interest in providing more security around the outside of the motel not only for this reason but for the safety of guests as well sincerely,
One unhappy guest

On may 23 . i called woodsprings suites tampa/brandon location about a reservation my ex made with my credit card for the 24th without my permission. I cancelled before the 24th reservation was to take place 24 hrs before. I spoke to the female manager on duty and she stated she would go ahead and cancel it and not to worry about any pending charge that it woulf just fall off in a few days. Well it never did and then she conveniently was never there when i called back. The other staff members stated that since ahe was already handling it that i need to speak with her. Well it was never resolved nor did she call me back EVER! She kept my money! So i am out 67.50 for a room i never stayed in. Im not sure if this is how business is done with woodsprings hotels but this is STEALING. Ive never stayed at woodsprings and after this incident and the rude manager never calling me back and then lying about the pending charge and btw the way it was pending from May 24th and then finally posted on the 31st. Id appreciate my money back in full. I will give u sometime to respond before i write a review and post all over the internet.
Tara bracetty
[protected]
[protected]@gmail.com

I have been staying at the Woodspring Suites in Green, 3325 Fortuna Drive, Akron 44312 for about the past 2 months. My first day here I was checked into a filthy room that reeked of dog urine and when I told the front desk, they provided me with cleaning supplies to clean the room myself! As disgusting as that is, and incredibly lazy of the staff, I had already paid for a week and decided to stick it out. Everything seemed fine after that except one of the people in another room constantly allowed her dog to urine and defecate in the hallway/ stairwell and I had to walk through it everyday for 2 weeks until staff finally cleaned the area. It's disturbing that they clean so little here. Still, I stuck it out because of the fair price of my room. But I draw the line at the following incidents. My boyfriend comes by as a guest occasionally and I have stayed in many hotels that allow guests without registering them. Well we went to the front desk to pay for our room another night and the cleaning lady asked us to come back. I was sitting in my car and my boyfriend was in the hotel room bathroom when an employee named Miranda came barging into our room before my boyfriend could get off the toilet. I had an insulin syringe on the table and she asked him if that was a needle. He explained that I am diabetic and then she replied: "Yea, I've heard that before!" I didn't dispose of my syringe in the trash because your not supposed to do that. Syringes have to be disposed of properly and I only had it sitting out until I could do so. He followed her down to pay for the room and she said she would need his ID even though the room isn't his and he doesn't stay here. She told him he can't be st the hotel at all without registering. She was incredibly rude to him. He asked if she needed him to come get me but I guess she let him pay without me anyways. Every time we go by her now she has an attitude. Then a couple days ago by boyfriend went down to the desk for me again while I was doing laundry and asked Miranda for some change for the coin operated washers and dryers and she refused him with severe contempt. She told him she didn't have any change and she wasn't allowed to give him any. 20 mins later I went back down to the desk and a different lady gave me change right away and had an entire roll of quarters in the drawer! I'm appalled at the service and cleanliness of this hotel. If it wasn't so affordable, I would have left a long time ago!

My husband is here for a few weeks working construction in triple digit heat index. He went to this hotels website and there is a photo of a pool. He asked the desk person where it is and he said "5000 miles that way" as he pointed out the door. He said this hotel has nothing to do with what's on there. We are seriously disappointed as the heat is rough in this area and there are other hotels he could've chosen. Your website for this hotel is very misleading and it's justbwrong to advertise something that's not true.

The hotel staff called the cops on me for no reason at all I didn't do anything wrong. And they put a restraining order against me not to come back. And they still owe me money for my stay. They kicked me out 2 and a half weeks early. My whole stay was awful. They didn't give me towels or linens. They didn't clean my room. They treated me very badly. I'm very dissatisfied with that hotel. I'll never ever go back.

Reservations were made for my most current stay (May 25 - June 8, 2019) two months in advance by calling the front desk at the Woodspring Suites Hotel in Kalamazoo, Michigan. Because of a disability I requested a first floor room and was told one would be held. Upon checking in I was given a room on the third floor at the end of the hall. I discussed this with the manager (Terry Northam), he was rude and argumentative saying reservations were never accepted for a specific room/floor (which I had done several times before). A more pressing concern was while remaking my bed (my disability requires me to sleep on a special mattress pad) I noticed the mattress cover was very dirty and covered with hair. I decided to remove it only to discover the mattress itself was terribly stained (looked like urine and possibly blood). This was brought to the attention of the manager; he changed the mattress but was not at all apologetic. Photos of the mattress can be forwarded upon request. There is no reason for something of this condition to be in any public place. I could have and would not hesitate to contact the health department in the future. There are several other issues for which I do not have room to go into in this email regarding the cleanliness and working of this facility. I believe an overhaul of the management training program needs to be done to instill better customer relations and professionalism. I have read other complaints regarding management's behavior and the condition of these facilities; some of which were extremely serious and said they went all the way to the corporate office to no avail. I do hope this is not the case. I will take this farther if nesessary.
Thank you for looking into the seriousness of this issue expeditiously.

Frances Raskin
[protected]@hotmail.com
13724 Bluefin Dr
Woodbridge, Virginia 22193
[protected]

The hotel In Darien Illinois Is NOT a hotel anyone. Everyone needs to stay away from that hotel. The Mexican receptionist guy Is very rude. Is very clear that he's a racist! While checking In he was constantly talking negative about Donald trump regarding Mexicans. We didn't care to hear that! The hotel clearly states, "It a smoke free environment", NOT SO! There's smokin In the hotel, day In and out. It made me sick to my stomach. Also They have like 5 to 7 people living In one room. Making excessive about of noise all night long. Bumping, knocking and stomping. Is this not violation code to have that many people In one room? We could not get any rest there. I've brought these matters to the front desk clerk a many of times. I've also talked to managers. I was told the room that had a many of people, didn't have a place to stay so he couldn't do nothing about it. They offered us the 3rd floor which the carpet was filthy and It smelled like a Zoo. Poorly maintained! I was told that all the animals lives on that floor. They decided to offer me a room where animals live, really? That was devastating to me. I eventually talked to the GM requesting my monies back so a week stay. He Informed that he will give me my money back, cause he couldn't do anything about the situations. Then tells me because I've complained and wanted my money back, I'm will no longer be wanted or welcomed on their property, thereafter.

This is my fourth report and no has contacted me! I am going to the BBB next

Hello I'm contacting you in regards to my stay at your your Woodsprings suites Virginia Beach on May 25 and May 26 I had booked the room online for seven days however when I arrived I let your assistant general manager Jay I informed him clearly that I was only going to stay for two days he proceeds to not tell me that the rooms would not be $59 an evening that it would go to $139 evening and he proceeds to charge me for the for seven days at $476.84 I went down the evening of the 26th to speak with the young lady at the counter to find out why I have been charge for seven days when I clearly said I was only going to be there for two days and she apologized and said they didn't do refunds I said absolutely ridiculous your manager assistant general manager did not inform me of this nor did he inform me of the price change he just took it upon himself to go ahead and charge me for seven days you're a young lady at the counter that evening did refund me back $155.92 which is unacceptable I went in the morning and spoke with Jay and he was so rude to me so rude that I was shaking he says we do not give refunds and she should've never done that. He never apologized for the miss understanding i have never been treated so rudely in my life. I asked him why he would charge me for 7 days after I clearly told him I was staying for only two days because that was your policy. His response was well you booked online for 7. I was floored. My son who is a 18 year old was standing with me at Time of check-in and he says to me how could have not heard you said it to him twice mom . So I asked him as well why didn't you inform me of the price change he didn't say anything he didn't even look at me he just says well I guess I'm gonna have to approve it since she already did the $155.92 refund this is totally unacceptable I am a single mom I work very hard for my money I would like for this to be corrected please where can I file a formal complaint about him if this is not a formal complaint to you. If I would've been charged correctly for the two days at the $59 a night actually the $68.12 an evening that I was quoted I would've owed the hotel $136.24 doing the math taking $476.84 out of my checking account and you minus the one $155.92 and $136.24 that leaves a balance of $184.68 that is still Ms. Wilford,

Thank you for being patient with me in regards to the issue you encountered with us during your stay. I would like to take the time to apologize for any issues you encountered with any of the staff at the Virginia Beach WoodSpring Suites. We do have a no refund policy for all of our reservations. However, to try and be flexible with our guest if we receive a 24 hour notice we will charge our guest the nightly rate for the nights they stayed with us and refund the difference which based off the information I was provided, Gayle did inform and help you with that on Sunday night. Our nightly rate on Saturday was $139.00 and on Sunday was $129.00 which I do see you were overcharged for Sunday night.

As a sign of good faith and for any inconvience you experienced with us I will offer you 15% off before tax on both nights you stayed with us. That will be an additional $40.20 discount including fixing the rate for Sunday. I will be refunding you an additional $51.60. Additionally, I will also offer 10% off of a future reservation with us. I would love for you to come back and stay with us, and for us to show you what the Virginia Beach WoodSpring Suites has to offer. Please reach out to me via email to set up a reservation and I will get you all taken care of.

Please let me know if there is anything else I can assist you with. Please see the attached updated folio.

Evan Verbeek
General Manager
WoodSpring Suites Virginia Beach
4800 Alicia Drive, Virginia Beach VA.23462
O: 757.502.8886 F: 757.502.8870
woodspring.coowed me please refund my money this is completely not my error it is your companies error your employees error not mine he was the rudest person I've ever dealt with very unprofessional no caring no kindness nothing he didn't care the man wouldn't even look me in the eyes.
I would of emailed you yesterday however I was still to upset to think about this. And having to email now just gets me upset again.
Thank you
Patricia Wilford

Employees messing with money, and I have a police report do to animal cruelty from the front desk monster! I want contacted asap or I will be pressing charges! [protected]. This place plays nice until the big manager comes in and they want to play clean up the booms. We were completely honest and held up our end of the "deal" that I felt uncomfortable about, but figured they would have nothing to lose. I was wrong I help up my end and they freaked out because the big manager was coming in, and tried to get over on us I have receipts to show for it. While completely screwing us over we went to leave and the woman (Amy) the one covering for "Nancy" out of spite saw us walking out and slanted the door locking our dog inside to which I have an animal cruelty police report on and intend to use it. They have made it s pool we are high and dry after keeping our word. Plain disgusting.

Gangbangers and crack heads everywhere, rooms were nasty, after I checked in I had to use a towel and mop the floor in the room because they were beyond sticky. I had to buy fly traps and swatters because the entire hotel was infested with flies and ants. I will never rent a room from Woodsprings again. No room service, had to change all the sheets and do everything ourselves. Vacation was pretty much ruined. If I could give 0 stars I would. Should have listened to the reviews. Go to the la quinta across the freeway. Your car would be a better option. The photos are lies

I dont know where i should send this too.
The hotel is allowing employees/managment to partake in drug and alcohol usage while on the clock, renting out room under the table, management instructing employees to drink a backing soda and water mixture two hours prior to a urine analysis to achieve a false negative, aggressive dog breed residing on the property, soliciting prostitutes for self or guest, hiring felons with a violent or drug charged and allowing them to live on the property and drug usage while on the property.
One if not more of the management is involved or is knowingly allowing this to occur at the hotel. I didnt want to let management have the opportunity to inform the employees to drink the backing soda mixture. Before an investigation to the allegations was commenced.
My email
[protected]@Gmail.Com

We checked in to wood springs Denver airport on April 15 our room has been cleaned once to this date after I complained which I was told it had been cleaned that day I showed it to John the manager he said it would be taken care of & here we are again it's been over 3 weeks since last cleaned very inexcusable. It has been 2 weeks without hot water and all we keep getting from the desk is we called a plumber. I think if a plumber can't get here in 2 weeks it's time to call someone else. This is bad business all the way around we have been paying over $500 a week for our room to have terrible service there is other hotels in the area and we will be looking at them if the problems are not fixed. I also feel since we are due to pay for another week on Friday that we should be compensated for the 2 weeks of no hot water. I called corporate last Friday and was told these matters would be addressed and I would receive a call back which I have not. I truly believe it is time for someone from corporate to come and spend time at this location. I can be reached at [protected]

Original email I sent General Manager Evan Verbeek

Hello I'm contacting you in regards to my stay at your your Woodsprings suites Virginia Beach on May 25 and May 26 I had booked the room online for seven days however when I arrived I let your assistant general manager Jay I informed him clearly that I was only going to stay for two days he proceeds to not tell me that the rooms would not be $59 an evening that it would go to $139 evening and he proceeds to charge me for the for seven days at $476.84 I went down the evening of the 26th to speak with the young lady at the counter to find out why I have been charge for seven days when I clearly said I was only going to be there for two days and she apologized and said they didn't do refunds I said absolutely ridiculous your manager assistant general manager did not inform me of this nor did he inform me of the price change he just took it upon himself to go ahead and charge me for seven days you're a young lady at the counter that evening did refund me back $155.92 which is unacceptable I went in the morning and spoke with Jay and he was so rude to me so rude that I was shaking he says we do not give refunds and she should've never done that. He never apologized for the miss understanding i have never been treated so rudely in my life. I asked him why he would charge me for 7 days after I clearly told him I was staying for only two days because that was your policy. His response was well you booked online for 7. I was floored. My son who is a 18 year old was standing with me at Time of check-in and he says to me how could have not heard you said it to him twice mom . So I asked him as well why didn't you inform me of the price change he didn't say anything he didn't even look at me he just says well I guess I'm gonna have to approve it since she already did the $155.92 refund this is totally unacceptable I am a single mom I work very hard for my money I would like for this to be corrected please where can I file a formal complaint about him if this is not a formal complaint to you. If I would've been charged correctly for the two days at the $59 a night actually the $68.12 an evening that I was quoted I would've owed the hotel $136.24 doing the math taking $476.84 out of my checking account and you minus the one $155.92 and $136.24 that leaves a balance of $184.68 that is still owed me please refund my money this is completely not my error it is your companies error your employees error not mine he was the rudest person I've ever dealt with very unprofessional no caring no kindness nothing he didn't care the man wouldn't even look me in the eyes.
I would of emailed you yesterday however I was still to upset to think about this. And having to email now just gets me upset again.
Thank you
Patricia Wilford

His response
Ms. Wilford,

Thank you for being patient with me in regards to the issue you encountered with us during your stay. I would like to take the time to apologize for any issues you encountered with any of the staff at the Virginia Beach WoodSpring Suites. We do have a no refund policy for all of our reservations. However, to try and be flexible with our guest if we receive a 24 hour notice we will charge our guest the nightly rate for the nights they stayed with us and refund the difference which based off the information I was provided, Gayle did inform and help you with that on Sunday night. Our nightly rate on Saturday was $139.00 and on Sunday was $129.00 which I do see you were overcharged for Sunday night.

As a sign of good faith and for any inconvience you experienced with us I will offer you 15% off before tax on both nights you stayed with us. That will be an additional $40.20 discount including fixing the rate for Sunday. I will be refunding you an additional $51.60. Additionally, I will also offer 10% off of a future reservation with us. I would love for you to come back and stay with us, and for us to show you what the Virginia Beach WoodSpring Suites has to offer. Please reach out to me via email to set up a reservation and I will get you all taken care of.

Please let me know if there is anything else I can assist you with. Please see the attached updated folio.

This is Unacceptable I was treated with rudeness and no respect by the assistant general manager!
Completely missed lead in the pricing of your hotel please refund the amount due to me of $133.08.
I am a single Mom and work very hard to survive in this hard world. And your Managers miss lead me and took advantage of me. I need my money back
Thank you
Nani Wilford

We are displaced tornado victims from Dayton OH. They messed up our reservations overbooked and put us out again so we were displaced yet again after we stayed. Then to add insult to injury I checked in but went to work came back to a dirty used room.
There is no "corporate" they are independent so there is no place to go for complaints. So if you complain to front desk you are complaining to "corporate " and Jinnie just wants her money . So try to get service or a refund or anything and it won't happen she just makes excuses.
I could go on about her but her customer service skills need a little brushing up.
Hope her or her family is never displaced by a disaster and treated as we were.

I stayed in the woodsprings suite in Columbus Ohio on North Wilson Road on May 4 and checked out May 5 . I was very disappointed .. Everything looked so outdated, the bed was uncomfortable .. The bathroom
Light didn't work . I called the front office and they told me maintenance was gone for the day . Really?! So I had to leave early next day and I took a shower in the dark .. of course with wet hair . No hair dryer .. I don't care if this is an extended stay hotel, they should have checked the light in bathroom
Before my stay and have someone there at all times for issues .. They had bad customer service and wasn't worth $90 of my money ! I really would like a refund cause I never want to stay at one of these hotels again .. toilet also didn't work right and it was loud all night long .. it was awful and will tell friends to stay away so hope you work on these hotels !