WoodSpring Suites complaint: discrimination at its best

Complaint from totally discriminated against reported on 05 June 2024 about WoodSpring Suites

New complaint
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Complaint resolved
Complaint closed

My complaint:

about a week ago on WEDNESDAY..I paid online to stay for one night, After he had literally just moved out of our apartment, and couldn’t move into our new place for 3 days.
my boyfriend went to the hotel ahead of me, to go check in and ensure the room would be ready for when i did show up, there wouldn’t be any hassle or stress.
he showed up about 515 pm, just to check in and get the room key cards . which at that time the employee needed to collect A $100.00 INCIDENTALS DEPOSIT… which he then continued with making it very clean that the was to be absolutely no illegal activities of any sort to be going on during our stay and he went into through details about what the reprocussons would be if there was any drug activities especially using drugs during our stay….it seemed like he was directing that entire warning towards my boyfriend like he was assuming or anticipating us to be planning to use drugs in our room…

. MY boyfriend left to run to the store before ever going to the rooom. when he got back to the hotel, and attempted to enter the room, he was unable to. he had to walk back down stairs 3 different times to get a new key card. on the final attempt of not having any success, my boyfriend has to again go back down stairs to figure out the issue.
at that time the employee decided to follow him up to the room(i guess to be proven that my boyfriend wasn’t causing an issue out of nothing…) at this time he had to help my boyfriend into the room and told him that he would need to go make a new key card and he would bring it up to.the room … not but 10 minutes later the employee was at the door knocking, advising my boyfriend that he was going to just go ahead and upgrade our room free of charge… .
my boyfriend noticed that the door knob to the restroom was removed and there had been a big hole in place of the missing door knob. he assumed that every room had the same hole in the restroom door …
so he didn’t bother to inquire about it to the hotel staff..
so before my boyfriend insisted on ensuring that he could enter the upgraded room, before Id show up, i ended up calling to tell him I had arrived to the hotel.
he came out to greet me, we both. entered the hotel lobby together, and I handed my i.d to the front desk employee. he explained that there was a $10.00 per day pet fee due to me having my little dog with me in my arms. I said that was fine. he handed us our new room keys, and advised us that he had hooked us up with a upgraded room for the troubles..
as we entered the new appointed room, right away we noticed that the bathroom door had its door knob in fact; but that there was clearly an intensely rather large punched hole through the door and they had just sloppily place a sheet of paper over the hole and secured it with bright blue tape…
I’m confused.. but what exactly should a deposit be mandatory to have to pay for a room that already had been vandalized before we ever showed up …??! and the fact that thar room was considered upgraded … was pure disrespect! and especially never being informed of the huge hole that we would soon be introduced to…

this is not even the worst part …
the next morning we were running a little behind , which we called to request a late check out. we were told 1130 would he our latest acceptable time to check out. we agreed. not but 1 min after 1130 did the staff begin to bang on the door like they were the police. I opened the door and advised them that we were just trying to get the rest of our bags packed up.
as we were leaving my boyfriend could hear and understand a male employee who was speaking in Spanish and speaking very rudely about us calling us dirty drug addicts and actually labeling us as homeless bums!

we were treated the worst we had ever been treated upon vacating.

when we finally were able to get into our new apartment and settle in, I went to check my online banking..
and to my surprise…
even Though I had paid with my credit card..
and demanded to still pay the 100.00 deposit ..
my card had been charged for $250 aside from the $100 I already paid for the room ahead of time….
we were charged $250 before we ever made it into our room!!

i.reached out to the hotel and asked for a manager. I explained my situation. after she had time to review the notes corresponding to why they charged my card $250…
her reasoning was they found evidence of drug usage in the room…
SO LET ME GET THIS STRAIGHT…
YOUR STAFF ASSUMED.THAT WE WERE DRUGGIE JUNKIE ASS HOLES..WHO COULD AFFORD TO PAY $100 FOR A ONE NIGHT STAY… SO RATHER THAN WAIT FOR US TO STAY AND THEN CHECK OUT… YOU JUMPED THE GUN AND WENT AHEAD AND JUST CHARGED US FOR USING DRUGS IN THAT ROOM..?!?!?
AND WHERE DOES THE EXTRA $150 COME INTO PLAY… BECAUSE WE WERE TOLD THE DEPOSIT WAS ONLY $100….
BUT YOU CHARGED ME $250…
AND FYI.NO ONE CHARGED MY CARD FOR JUST THE $100.. EVER.. ONLY THE $250 was ran … so no matter what you guys overcharged my credit card more than what I was informed of having my credit card ran…

so would this be an illegal act that your own employee performed against a guest…

I STILL HAVE YET TO GET A CALL BACK FROM THE MANAGER WHO TOLD ME SHE HAD TO DO SOME INVESTIGATING AND WOULD CALL ME BACK… ITS BEEN ALMOST A WEEK NOW SINCE I SPOKE TO HER

Suggested solution:

refund me my $250 and for my stay .. for placing me in a room that had a huge hole in the door? calling it an upgrade

WoodSpring Suites complaint discrimination at its best
WoodSpring Suites complaint discrimination at its best
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