WoodSprings Suites

Sunday PM Checked In - notified front desk the room floor was covered in pet dander (dog hair) and smelled like musk/smoke. Chooco (receptionist, may not spelled her name or any of the staff correctly, my apologies) came and did a vacuum/mop. By the way, she was great at the beginning her and a Anna. After them two it went down from there. I wore black socks before bed so on the hard wood floors it was still visible.

Monday AM - requested more towels, made Eisha (I inquired about her name, no name tag) aware that I appreciate the gesture in the attempt to clean the room, but the hair is was everywhere and who to say if the "animal" hadn't slept in the bed also. She wrote my room number down and stated she'd give the concern to housekeeping. Possibly another guest they were unaware of had a pet in the room because the room I was in was not one for animals. Right.

Tuesday AM - requested more towels and trash bags (which my daughter and I emptied our own during our stay at the blue dumpsters in the back off to the side of the hotel), Eisha tells me I have to wait thirty minutes they don't have anything available at this time.

My daughter and I were staying at this hotel to be 10 minutes away from our church for Holy Convocation week. We had morning services at 9am and evening services at 6pm. We only had time to get up and a break in between and got out as late as 11pm or midnight only to get back up to repeat the remainder of the week.

Wednesday PM - I went back to get the additional towels because I didn't have time to wait and again, I was advised to wait another 10 minutes because they didn't have anything available. I'm annoyed at this point because I'm showering between services and can't keep towels in the room in a decent manner. Which was a bit absurd to keep going to the front desk before having to shower. So, I stated the room needs toilet tissue and Eisha tells me they didn't have any. I would need to wait until a truck (shipment) comes in. I stated you must be kidding me. Quite ridiculous to keep requesting towels, still hadn't seen housekeeping from Monday and now no toilet tissue. I advised them it's not just me in the room my daughter (13 years) is also. Sarah (who I later learned was the regional manager) came out from behind and advised me nasty that once the truck comes in, she'd provide the tissue but right now they didn't have any. I inquired what was the time frame. She stated she didn't know. I'm baffled about how a hotel is operating without basic essentials and no housekeeping. I changed clothes and went back down to speak with office manager and Chooco was now at the front desk. She said Sarah was on another floor, but she could see her on the camera. The assistance manager Juana came to only listen to my complaint. Very nonchalant as if what I was saying was a personal matter, she couldn't do nothing about it. The trucks hadn't brought any supplies in a while, and it's been any day now for it to arrive. Nor could she move me to another room and housekeeping comes every other week. I went to a Walmart nearby and purchased a nine roll of Angel Soft tissue and took three rolls to my room and donated the remainder to the front desk. Mine you now, all of these transactions are on camera, such as our calls are recorded. No one should be without tissue in any hotel (PIF) away from home. It's criminal and deprived. When I got out of service Wednesday night, I notice one of them (front office they are the only ones who could've had access) came into my room without my consent and placed one towel/wash cloth and the remaining tissue I left at the front desk. I felt this was a violation of privacy and trespassing. They've lied from Mon-Wed about housekeeping coming and never seen or hear them in the halls announcing themselves for any assistance, but you came in my room while I was away very untrustworthy. These individuals operating in this hotel should not be. I've been in customer service for over twenty years for the government. City of Lumberton, City of Durham and soon to be the City of Charlotte, I wouldn't dare put the face of WoodSprings Suites in the manner these individuals did to me this past week. I never received a full set of towels: 2 towels (drying), 2 hand/face, 2 wash clothes and a floor towel for stepping out the shower which is the basic set for staying in most hotels. It was always pieces. No customer should have the knowledge of the supply shortage nor put in a predicament to purchase toilet tissue and towels themselves when it should be provided with the cost of the room. The manager should have a P-card to purchase those items possibly from (BJs, Costco, or Sam's Club) by the bulk till the truck came in as well as the towels. One did say they had been waiting on supplies for months and the truck was just sitting somewhere with not drivers. Are you all aware of this? Find a rental moving truck or van and get the supplies moved, improvise. Instead of the front desk washing what's submitted on hand and distributing out based on office timing. How in the world are they operating anyway with housekeeping coming every other week when so many other entities/businesses are still following Covid protocols or revamped their policies/procedures? I travel a lot and have stayed in many hotels this stay was the worst stay I have every experienced. The staff is extremely unprofessional, services was destitute, and no one came by the room nor any calls after I spoke to them on Wednesday. No wellness check of any of the concerns I had half the week and no more mention of the pet dander (what if we had allergies?), toilet tissue, or towels. I left them know that I willing to believe if they'd found or smelt evidence of me smoking, they'd been quick to fine/charge me for it in a non-smoking room. It should be vice versa, I got placed in a non-smoking/non-pet room only to discover a pet was in the room. Which I'll be loading up the picture I took from walking on it covered on the floors. Hence, it's after the vacuum/mop when I first noticed it. I was sent a review email and I rather not complete it due to the erroneous act of customer service I stated pertaining to my stay. I actually like the layout of the room which was accommodating to the need of space for my daughter and I, which is why I'm reaching out to higher management. I don't believe this matter is a reflection of Woodsprings Suite over all unlike some of the other known low end hotel chains, I believe someone needs to come to the Charlotte location and redo customer service training with the total staff or hire new staff. The ghetto customer service approach will invoke crime and drive away good customers. No one should want to stay in the conditions I nor a child (ren) had to this past week. I also advised try coming up with a different cleaning approach for pet dander. Try the Swiffer dry mop/pads, wax or something magnet to collect pet dander verses vacuuming on hardwood floors and mopping. This only spreads it and very unsanitary, only to be repeated after I left yesterday.