ComplaintsforWoodspring Suites

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 25, 2024, I informed the front desk that my family would be checking out that day, understanding the 24-hour notice policy. Despite having paid for the week, I assumed we'd be refunded for the unused days. However, *****, the front desk attendant, escalated the situation, accusing us of drug deals (untrue) and calling the cops. She also threatened to involve social services, knowing my oldest child's condition. This led to a severe panic attack, requiring medical attention. After ensuring my child's well-being, we resumed packing, but were given only 30 minutes to vacate. Meanwhile, my husband was falsely accused of assault, and our medical supplies were withheld. Forced to leave most of our belongings behind, we incurred additional charges, including $500 in incidentals and over $500 for the unused week. I demand a refund.

  Business response

  04/29/2024

  In response to the complaint, this guest was past due on payment. Had been given multiple opportunities to take care of this amount.  The day they left; they told us they would be leaving by 11.  they were past due on account. The husband threatened to come across the front desk on the desk clerk *****. As a result of this, the police were called and asked them to leave the property.   No medication was withheld from them. We did, however, find Narcan in the room after they left.  When the guest was allowed to get their belongings, as soon as the police left, the husband was back at the desk threatening the desk clerk. Police were called again, and they were asked to leave immediately, as they were causing too much of a disturbance in the hotel. They were more interested in making threats than getting their belongings out of the room. The police said they could not stay to "babysit" them while gathering belongings, and since they didn't follow police instructions the first time they were called, the guest had to leave immediately the second time the police came for the safety of the staff and other guests. The police also served them with a "no trespassing' notice, stating they are not allowed back on our property. The guest did not get a refund, as the room was completely trashed and discusting. Both mattresses were so urine soaked, That the room had to be put out of order until we were able to get the smell out. Also, they had a cat, and cats are not allowed at all in this hotel. So not only did they not get a refund, but they were also charged for damages to this room, as we were losing revenue while the room was out of order for several days. 

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