Business ProfileforWoodspring Suites North

This complaint is in reference to a recent experience that I can only describe as a nightmare at WoodSpring Suites, Waco, *****. The moment I was allowed to enter the inside of the building, I realized the hotel looked nothing like the pictures publicized on the internet. I had been deceived. Please see the pictures attached. The next day I tried to leave, but the staff at the front desk convinced me to stay by pointing out to me the rate at this hotel is the cheapest around and I will end up saving money by staying with them. The hotel started to randomly charge incorrest, inconsistent fees on my credit card, which I questioned. Management never corrected the charges. Instead, they continued to charge my credit card without my authorization. On Monday, March 11, 2024, I went to the front desk again to address these charges. I was looking for any resolution, I was mistaken. The regional manager refused to elucidate why the charges on my credit do not reflect the maximum rate of $44/night rate I was told about. Instead, he proceeded to use profane language toward me. In his own words, I needed to "shut-up or leave his hotel if I did not like what I was being charged." He accused me of not wanting to pay, despite the ridiculous charges on my credit card. I asked to be given the contact information to the people in higher positions, but he refused and told the hotel was his hotel. When I reminded him the only reason I decided to extend my stay past the initial reservation was because of the willingness of the other staff members to mitigate the horrible conditions of the hotel, he told me those staff had no say as to how the hotel is managed. He went as far as disclosing personal and very sensitive information about one staff by revealing to me that this specific staff member was a drug addict, and he knows this because syringes were found inside the room the staff had stayed. Needless to say I was horrified by that experience, and the very next day I left the hotel.