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Business Profile

Hotels

WoodSpring Suites Misson

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:02/28/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    On February 15, 23, around 9pm, my daughters (ages 4 and 9) and myself arrived at our Woodsprings hotel room (221) in the hopes of getting a good night sleep. On entering, the rooms floor was dirty and the room had a cigarette odor. The AC/Heater also smelled when on. I called the front desk and asked for extra pillows because the ones in the room smelled. They advised me that they weren't sure if they had any extra. Around 1am, my daughter woke up and saw a cockroach on the wall. I saw it crawl behind a picture. I got up and looked around and I found another coming out of the wall socket in the kitchen. I took pictures of the roaches and gathered our belongings, and grabbed my girls. I went to the lobby and used the lobby phone to tell the front desk we were not staying due to the roaches. It was not a sanitary place for my girls and I to stay. They said they understood and would take care of the refund process in the morning. My Husband called the hotel on February 16th, 23 between 8am-9am California time and spoke with *****. ***** became very defensive and didn't want to give us the full refund. He hung up twice on my husband as he was stating the facts of our unsanitary and very brief stay. Eventually he agreed to the full refund of $710.62. However after our agreement he only refunded us $636.80, leaving us a balance of $73.18. He charged us for the day of February 15th. We spoke to *****'s Assistant Manager on February 26th and he agreed that the charge was unfair and needed to be changed. Unfortunately ***** denied our request for a full refund again. For me to have to take my kids out of a hotel at 1am in a unknown area because of inhabitable and unsanitary conditions is wrong. Even *****'s denial of having a roach problem is absurd. He admitted to having an exterminator on February 14th, prior to my arrival, but said they couldn't find any roaches. My kids were deeply affected on this trip. This was a terrible experience for us.

    Business Response

    Date: 03/09/2023

    The card has been refunded in full.

    Customer Answer

    Date: 03/21/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


    Regards,

    ***** ******

WoodSpring Suites Misson is NOT a BBB Accredited Business.

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