ComplaintsforWoodSpring Suites Cedar Park - Austin North

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear *********,Itinerary Number- ************** We regret to inform you that despite our efforts to request a waiver for the inconvenience you experienced during your recent stay at - Woodspring Suites Cedar Park - Austin North, the hotel has denied providing any compensation or waiver. They have informed us that they will adhere to their cancellation policy.As a goodwill gesture, we have already provided you with USD 172 One Key Cash, which has been added to your account after discussing with you. Unfortunately, we regret to inform you that we would not be able to offer any further compensation in this case.Although Expedia was told by the hotel that it is up to them to return money they continue to say its the hotels policy. Even after the manager on the phone told Expedia is was not their responsibility. Gaslighting!! Expedia continues to lie. They do the same thing as ******************

  Business response

  07/05/2024

  To whom it may concern, 

  I have attached a copy of the registration card that ************ signed which stated ALL PAYMENTS ARE NON-REFUNDABLE. 
  

  I have also attached a copy of the responses I sent to Expedia about her complaints. Ms. *** had the opportunity to vacate the property in which she actually attempted to but changed her mind because Expedia wont refund her. I am not understanding on why staying somewhere when shes going to keep complaining about everything. 
  

  ************ called the front desk early Tuesday morning inquiring about adding another device to the WiFi network, I explained to ************ that basic free only connect up to one device and if she want to add another device, she must pay for the upgrade and/or contact technical support. To which she got loud and stated she will not pay a dime for it. She then complained about the handicap room where I confirmed with Expedia that is the room that she booked. She then proceed to say there was no hot water. Where I send maintenance up immediately to investigate and he confirmed there is hot water. She then complained about the smell in which maintenance informed me that there was no odor. She was being loud and disrespectful the entire time while voicing her complaints. Shortly after, she came down and apologized to me for being loud and disrespectful, where I informed her that is fine and I understand. (If I was on the phone complaining about costumers like she mentioned on her document, how was I interact with her? In multiple occasions!). 
  

  The next day, she called down and complained again stating that she been trying to reach front desk but the phone does not work and before I can explained to her that we was dealing with a major outage she snapped and stated she is checking out and she wants a full refund. I informed her that she has to contact Expedia directly for that. She gathered her things and I assume loaded them into her car but her daughter was still in the room. She was on the phone with Expedia in the lobby and was very loud! She tried to tell me what to do YOU NEED TO SEND THE VOUCHER/WAIVER FOR THE REFUND! And I was trying to explain to her that we do not have anything like that. All I need to send was an email back to Expedia which I did. I showed her that I emailed them back already and its up to Expedia. She came back down multiple time yelling at me to which point I asked her that she needs to calm down and lower her voice. She asked me you can come with me to the room and see for yourself to which I respond I will not go anywhere with you maam. She was loud and frankly I was afraid she might do something thats why I stayed behind the desk and the second maintenance went up to investigate the hot water and smell and once again, confirmed there is hot water and no odor. 
  

  Hotel will not provide any compensation per-hotels policy. We did everything we could to make her happy unfortunately she wanted a free stay and try to nit pick at everything. I tried my best to assist her to the best of my ability and stayed as professional as possible in handling this complaints. Unfortunately, our hotel is not the one for her and she had ample time to leave but she decided to stay and proceed to complaints. I am not sure if she knows that she can leave whenever she likes instead of staying and constantly complaining and then want a full refund but she decided to stay. 
  

  I hope this response clarify on why hotel will not provide any compensation or refund. Guest booked through Expedia and as I stated on the email, IF Expedia want to issue a refund to the guest, they can do so at their own expense. Hotels decision is final. No refund. 
  

  Respectfully, 

  *************************;

  General Manager

  Customer response

  07/05/2024

  Complaint: 21942247
  
  I am rejecting this response because:
  Oh, there are many concerns, sir. ***** of all, I question the integrity of your management division you seem to be robotic in your responses and are Not addressing the actual obvious problems. You are gaslighting me by telling me, indicating that the hotel has to agree to the refund and that is furthest from the truth as I found out from the manager ******** while we were on the phone with you and you completely ignored what the manager had to say. And then replied with a robotic answer again after she told you that what you were saying was not true.
  
  
  Your policies are just policies not law. Policies are made to be broken when problems like this occur. I have been working for hotels for over 25 years in Hospitality, as an Executive Chef and Manager. I have never seen anything like the last two hotels I have stayed at, despicable from management to accommodations and these were both suggested and booked by ******* services. Although it is the hotels responsibility to uphold the standards, you are representing these hotels therefore you are responsible.
  
  
  The key cash you have offered is not enough to cover what my daughter and I have been through the last two days and are still going through while staying at this hotel.
  
  
  As I explained to you, there is an unbearable smell that does not go away. It is literally giving us headaches. The water was not working properly until this morning after the second handyman had to come and explain to us that the hot and cold were put on backwards, now how is anyone to know that unless we are told. For two days, my daughter and I could not shower and had to endure the smell on top of the smoke odor in the bathroom. You cannot tell me for one moment that the hotel does not know of this odor in this room. It is unbearable and is making us both nauseous , and the hotel is aware. 
  
  
  The hotel has not offered to change our room in fact when we walked into the hotel the first day and when I checked in, the gentleman did not listen to my face once and looked down at his keypad. The whole time I was talking to him did not tell me there was a fee for pets and even asked me if I had a dog, and I said yes but never said there was any kind of fee. The manager, ******** was talking to a friend on the phone complaining about customers. My daughter and I walked by and we overheard her and I said to my daughter if I was managing this hotel or if I owned it, she would be fired the next day we walked down and the auditor has his vape on the counter. In front of customers. Never looks at customers.
  
  
  The hotel also has a totally different address now and I had mail sent to the current address. Now my mail could be delayed, big inconvenience. Someone at ******* is not keeping up on updates. I paid $50 for a Federal Express. Problem after problem here because of your hotel information on ******* not being updated. We also were not told that we had to pay for Wi-Fi. It only covers one person in the room then they try to gauge you for more money. This is also not on the ******* website.
  
  
  The next morning when I was complaining to the manager over the phone about the mentioned my dog barked and she said, and you have a dog and I said yes and she said, You have to pay for it and I said no Im not paying for it I was never told there was any kind of fee by the front desk when I checked in. Then she acted like she did me a favor for waving it when it was the hotels fault.
  
  
  The hotel smells of odor and smoke. The manager is a yes man in this case woman. This is a manager who tells you what you want to hear but has no solutions. This is not the kind of management you want to have at your hotel as you can see. It is chaos here and I have spoken to a few of the other guess who I have overheard complaining about similar things.
  
  
  What a shame. Brand new hotel and unfortunately due to the policies and ******* representing it, you will have very unhappy customers who wont return and continue giving one star going forward. Good luck.
  
  
  Except me. I will sue.
  
  
  I have contacted the management company and will be pursuing this going forward with them regarding the hotel. As for both ******* and hotel you will be hearing from Consumer Affairs and the Better Business Bureau and my lawyer if my money is not refunded in full.
  *******************************
  
  Forwarded to: J&P Asset Management 
  
  Sent from my iPhone
  
  On Jul 3, 2024, at 2:24?PM, Traveler Solutions <**********************************> wrote:
  Dear *********,
  As per our chat and telephonic conversation, we sent an email to the hotel seeking approval for the refund for the two unused nights.
  Please note that while we did our best to advocate for you, the property has denied the refund request.
  As a goodwill gesture, we have added $122 OneKey Cash to your ******* account.
  To ensure a clear understanding of its terms and conditions, please review the following information:
  Accessing Terms and Conditions: You can find detailed information on One Key Cash redemption terms, conditions, and policies in the support section on our website or within the app.
  Applicability: Typically, One Key Cash is applied to prepaid hotel reservations and expires after 18 months. This benefit extends to various reservation types, including car rentals and activities. However, it's crucial to note that the applicability of One Key Cash hinges on the prepaid (Pay Now) nature of the booking.
  Limitations: Please be aware that the One Key Cash feature cannot be utilized for standalone flight bookings, as the charges for such bookings are directly processed by the airlines.
  For any further insights or clarification regarding One Key Cash redemption terms and conditions, we encourage you to refer to the support section on our website or within the app.
  If you still have any concerns, please reply to this email.
  Regards,
  *******
  Global Customer Resolutions Team
  
  Regards,
  
  **********************************

   

  I have escalated this request and complaint to the Better Business Bureau, Texas Attorney General Consumer Complaints and Code Compliance Cedar Park, ******
  
  
  This is my Fifth day without hot water. Yesterday I asked the management to change my room for the third time. Finally got a new room 323. Walked into the room and there was a ***** on the wall. Went downstairs to tell management. No response. No apologies and no offer of refund. 
  A complaint has been filed against ******* and WoodSpring Suites. The health department and code enforcement are on their way to WoodSpring suites to do an inspection.
  

  The only reason I did not leave this establishment is because my money was not returned and I am a single mother. I do not have enough money to get another hotel room until next week so I had to stay in this disease infested hotel management is incompetent and does nothing and if you talk to the other guest, they will tell you the same thing.
  
  
  *******************************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I stayed at this location and made Manager aware I was double billed on the 8th. General Manager assured me one would drop off as they were both in pending status. They BOTH posted on May 12th, when bringing it to their attention they stated they did not see such charges on their side and to call my bank. After doing so I went back to the desk and showed them that my account was billed 2x, after seeing they said someone would get back to me after emailing them. I emailed them 2x (May 19th & May 23rd) asking for assistance and that I wanted to PREVENT a BBB complaint. To date I have not been contacted by them.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Today 02/10/2023 I was booked in at the woodspring suites at **** Toll Rd 183A Cedar Park ** *****. I ended up locking myself out of my room when I was going to go get my clothes out the dryer and I tried calling the front desk and the cell phone number listed on the poster at the walk-in. I know that this phone is a cell phone because I know the people that work here. Well the man that was working this night left the cell phone in the check in and I feel he did this on purpose. He has had lots of problems staying at his job post since I have started coming her two months ago. He just acts like he owns the place. When I came in earlier to check in he wasn't at the check in desk. He was in his room doing God knows what. I had to call him to get him to come check me in, and tonight when one of the tenants here called the cops because we had just been sitting out downstairs with no way to get in our room, this guy came and had the nerve to act like he had a problem like we did something wrong to him asking me how did I lock myself out the room instead of apologizing and getting me my key and there was the lady who called the cops and another man who had been sitting out there for over an hour I believe two hours trying to check in. This is horrible. I have to work at 7:30am and I am up dealing with this c*** When I called customer service I was transferred to corporate where the man did try to call the key holders and he tried calling the general manager but got no answer. But this man told me to wait until 7am until the morning shift comes in to see if they would take care of me for this and I found that very disturbing that I paid money to stay in a hotel and I was told to just wait until the morning when I did not have my cell phone because it was in my room and I didn't have my key so I was just suppose to sleep on the ground or something? I don't think I will ever get a room **** this place ever again. This guy needs to be let go!

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