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Business Profile

Motels

Woodspring Suites North

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Woodspring Suites North's headquarters and its corporate-owned locations. To view all corporate locations, see

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Woodspring Suites North has 12 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/21/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I checked out after one night given the false presentation shown on their website of how the room would look. There were no clean sheets, the area was unsanitary and I still have a pending charge as though I stayed for the whole stay. I would like to confirm I will only be charged for the one night.

      Business Response

      Date: 05/03/2025

      Good afternoon,

      I am reaching out to you to respond to this issue I would let you know you are reaching out to the ************ in **********,  this Complaint should be sent to the *********************************** this reservation was created for the *********************************** if you could reach out to them to take care of their response thank you so much.

      Please see receipts in this complaint once again for the ************************************

    • Initial Complaint

      Date:01/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked two rooms at Woodspring Suites, one for my wife and myself and one for my brother-in-law and his wife and two daughters. The hotel looked nice and clean on ********** on the condition that we pay at the hotel. We arrived and paid for two rooms at a price of $149.48 for two nights (Dec. *****, 2024), but when we went up, the place was not only filthy, resembling the photos in no way at all, the rooms hadn't even been serviced by cleaning staff. The beds were unmade, there was trash on the floor and the toilet in one room hadn't even been flushed. My wife and I complained and were given another room. It was dirtier than the first. The pillows had yellow stains on them and there were burn marks on the wall. When we tried to go back to the front desk, the attendant was no longer there. She had shut the roll-down gate to the reception and was not answering when we knocked. A sign on the counter said to call using the phone there. The phone was not connected to anything. Another woman there eventually heard us knocking on the door. She came out and told us she had called someone to come to the hotel and clean the rooms. But by that time, we were not going to stay there, so we left. While this hotel looks clean and respectable online, it is quite obviously a drug addict flop house in reality.I tried to speak to a manager on the phone the next day, but was told she wasn't in. Was told to call back at 5pm. I called back at 3pm and was told she'd left at 2pm. I called the corporate number they gave me, for ******************* or something, and they said Woodspring is "in their group," but they don't own it and couldn't give me a refund. This place took our money, didn't give us the product, and then left us high and dry when he needed resolution. We are seeking a full refund for both myself and my sister-in-law, who used her card to pay for their room. I should have taken pics, but it was so stressful that I totally forgot in the moment. Please help.

    • Initial Complaint

      Date:11/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I reserved a room for 2 nights; Nov. *****, 2024. I was promised to provide 1) nonsmoking room 2) cooking utensil for cookin But when I checked in on 18th before 7:00PM in a smoking room, and when I tried to boil a noodle theres no utensil. Therefore I checked out before 10PM the same night with a request of refunding the second night. The next day I called the management of the hotel and explained and requested to refund for the 2nd night, but they charged for 2 nights.

    • Initial Complaint

      Date:10/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My son had been staying at *********** Suites since July 2024. This hotel has had constant cable and WIFI outages while advertising these were amenities. On October 03, 2024 Wood spring charged another month on my account for ****** which will last until November 14, 2024. On October 09, 2024 my son was asked to leave the hotel almost a month and 5 days before his last date. The local hotel refuses to refund him any money. As I stated to them I who the card is in never authorized a non refund payment, I never signed an agreement as such an with them asking for my son to leave means they should refund the days he will not use the room. to think its okay to charge people and ask them to leave at your discretion and think you can keep peoples money is absurd and immoral. We aren't talking about a day or 2 of pay, we are talking about a complete month of pay. That is theft.

    • Initial Complaint

      Date:03/15/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    • Initial Complaint

      Date:02/06/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Filthy. There was a smell throughout the hallways a mixture of cigarettes, marijuana, dog, urine, and f**** There was ***** f**** in the drawers and cabinets. Also, what appeared to be human or dog f**** smeared on parts of the wall and other indiscernible splatter on the walls and ceiling. There were piles of dirt and hair in the all the corners. I immediately booked another hotel elsewhere. I went back down to tell them I would only be staying one night. The clerk stated that he could not authorize a refund and that I would have to wait to talk to one of the managers the next morning. I returned to the room and called the **************** number from the confirmation email to see if they could assist. They booked another reservation for the single night rate as it would be at a higher rate, not the reduced weekly rate that I had previously received. The clerk didnt have a level of access to process the refund, but said that he would message the manager. The next morning I felt sick from having stayed there. My chest was congested and I was coughing, so I took all of my things and put them in the car where I sat from 8 oclock waiting for the front desk to open at 9. Sitting in my car, I watched the oncoming general manager ******************* and housekeeper walk in. At 9:15 she finally opens the front desk window. I explained to her that I am not staying the remainer of the two weeks. She says she has to look over my paperwork, but that she cant do anything right now and gives me a copy of the documents, and tells me shell call me in an hour. 2 hours after the manager said she would be calling me, I called the front desk and she was unavailable and the took my name and number so she could call me back. Someone called several hours later and stated that there was nothing they could do to refund me for the additional nights, and was vague when I ask what is stopping you from refunding me. She said it is stated on our reservation card for the hotel owner...?

      Customer Answer

      Date: 02/06/2024

      Filthy. There was a smell throughout the hallways a mixture of cigarettes, marijuana, dog, urine, and f**** There was ***** f**** in the drawers and cabinets. Also, what appeared to be human or dog f**** smeared on parts of the wall and other indiscernible splatter on the walls and ceiling. There were piles of dirt and hair in the all the corners. I immediately booked another hotel elsewhere. I went back down to tell them I would only be staying one night. The clerk stated that he could not authorize a refund and that I would have to wait to talk to one of the managers the next morning. I returned to the room and called the **************** number from the confirmation email to see if they could assist. They booked another reservation for the single night rate as it would be at a higher rate, not the reduced weekly rate that I had previously received. The clerk didnt have a level of access to process the refund, but said that he would message the manager. The next morning I felt sick from having stayed there. My chest was congested and I was coughing, so I took all of my things and put them in the car where I sat from 8 oclock waiting for the front desk to open at 9. Sitting in my car, I watched the oncoming general manager ******************* and housekeeper walk in. At 9:15 she finally opens the front desk window. I explained to her that I am not staying the remainer of the two weeks. She says she has to look over my paperwork, but that she cant do anything right now and gives me a copy of the documents, and tells me shell call me in an hour. 2 hours after the manager said she would be calling me, I called the front desk and she was unavailable and the took my name and number so she could call me back. Someone called several hours later and stated that there was nothing they could do to refund me for the additional nights, and was vague when I ask what is stopping you from refunding me. She said it is stated on our reservation card for the hotel owner...?

    • Initial Complaint

      Date:01/13/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been staying there since December 17th and we were scheduled to depart on January the 7th Well things got a little bit complicated and we were late getting out of the room we were told by the girl at the front desk to check with her to check back with her in a few hours then when we went back to check the other young lady wanted to charge us 50 $50 and some change for ** to get back in the room our belongings stayed in the room our food stayed in the room so we will need our belongings back or we will need to be compensated for our belongings we figured our belongings are worth $350

    Woodspring Suites North is NOT a BBB Accredited Business.

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