WoodSprings Suites

Original email I sent General Manager Evan Verbeek

Hello I'm contacting you in regards to my stay at your your Woodsprings suites Virginia Beach on May 25 and May 26 I had booked the room online for seven days however when I arrived I let your assistant general manager Jay I informed him clearly that I was only going to stay for two days he proceeds to not tell me that the rooms would not be $59 an evening that it would go to $139 evening and he proceeds to charge me for the for seven days at $476.84 I went down the evening of the 26th to speak with the young lady at the counter to find out why I have been charge for seven days when I clearly said I was only going to be there for two days and she apologized and said they didn't do refunds I said absolutely ridiculous your manager assistant general manager did not inform me of this nor did he inform me of the price change he just took it upon himself to go ahead and charge me for seven days you're a young lady at the counter that evening did refund me back $155.92 which is unacceptable I went in the morning and spoke with Jay and he was so rude to me so rude that I was shaking he says we do not give refunds and she should've never done that. He never apologized for the miss understanding i have never been treated so rudely in my life. I asked him why he would charge me for 7 days after I clearly told him I was staying for only two days because that was your policy. His response was well you booked online for 7. I was floored. My son who is a 18 year old was standing with me at Time of check-in and he says to me how could have not heard you said it to him twice mom . So I asked him as well why didn't you inform me of the price change he didn't say anything he didn't even look at me he just says well I guess I'm gonna have to approve it since she already did the $155.92 refund this is totally unacceptable I am a single mom I work very hard for my money I would like for this to be corrected please where can I file a formal complaint about him if this is not a formal complaint to you. If I would've been charged correctly for the two days at the $59 a night actually the $68.12 an evening that I was quoted I would've owed the hotel $136.24 doing the math taking $476.84 out of my checking account and you minus the one $155.92 and $136.24 that leaves a balance of $184.68 that is still owed me please refund my money this is completely not my error it is your companies error your employees error not mine he was the rudest person I've ever dealt with very unprofessional no caring no kindness nothing he didn't care the man wouldn't even look me in the eyes.
I would of emailed you yesterday however I was still to upset to think about this. And having to email now just gets me upset again.
Thank you
Patricia Wilford

His response
Ms. Wilford,

Thank you for being patient with me in regards to the issue you encountered with us during your stay. I would like to take the time to apologize for any issues you encountered with any of the staff at the Virginia Beach WoodSpring Suites. We do have a no refund policy for all of our reservations. However, to try and be flexible with our guest if we receive a 24 hour notice we will charge our guest the nightly rate for the nights they stayed with us and refund the difference which based off the information I was provided, Gayle did inform and help you with that on Sunday night. Our nightly rate on Saturday was $139.00 and on Sunday was $129.00 which I do see you were overcharged for Sunday night.

As a sign of good faith and for any inconvience you experienced with us I will offer you 15% off before tax on both nights you stayed with us. That will be an additional $40.20 discount including fixing the rate for Sunday. I will be refunding you an additional $51.60. Additionally, I will also offer 10% off of a future reservation with us. I would love for you to come back and stay with us, and for us to show you what the Virginia Beach WoodSpring Suites has to offer. Please reach out to me via email to set up a reservation and I will get you all taken care of.

Please let me know if there is anything else I can assist you with. Please see the attached updated folio.

This is Unacceptable I was treated with rudeness and no respect by the assistant general manager!
Completely missed lead in the pricing of your hotel please refund the amount due to me of $133.08.
I am a single Mom and work very hard to survive in this hard world. And your Managers miss lead me and took advantage of me. I need my money back
Thank you
Nani Wilford