WoodSpring Suites Petersburg near Fort Lee

Uncleaned rooms

I am submitting a formal complaint regarding my recent stay at WoodSpring Suites in Virginia and requesting assistance from someone in higher management regarding my unresolved refund issue.

My son and I stayed at the hotel for two nights. The first night of our stay was extremely disappointing. Upon checking in, the front desk staff did not inform us that the televisions were not working. It was not until we entered our room that we were told there were issues with the TVs and that they were “working on them” and they should be back up shortly. Unfortunately, the issue was not resolved until the following afternoon.

The condition of the room was also unacceptable. We were forced to stay in a room that was not up to proper standards, without the basic amenity of a working television, which significantly affected our stay.

During our stay, I contacted the front desk multiple times and left messages regarding my concerns. However, my complaints were never properly communicated to management. When I finally spoke with the manager on Monday, she stated that she had not been made aware of any of my concerns and apologized for the situation. She advised that she would process a credit for one night back for each room.

That credit was supposedly processed on Tuesday, July 31st. I waited a week and still did not receive the refund. When I contacted the manager again the week of July 28th, I was told that everything was fine and that it was simply a matter of the bank processing the refund. Based on the continued delays and lack of communication, I no longer believe the refund was ever properly processed.

As of August 3rd, I still have not received my refund.

This entire experience has been extremely frustrating and disappointing. The lack of communication, poor customer service, and the condition of the hotel are unacceptable. I still haven't bee refunded.

Hallways never clear of housekeeping and clutter

I was first in line and had a reservation. It took the staff over an hour to help me.

Travelled 11 hours to arrive to no room

There were no dishes or blow dryer in the room, those had to be requested at the front desk, which is a bit inconvenient. There were three of us staying in the room, so there should have been at least 3 bath towels and wash cloths. No Kleenex anywhere to be seen.

Hot plate cooker missing from room, shower curtain stained, no soundproofing therefore sounds from room above and people in hallway as well as outside very disturbing at for many hours past midnight, provided slat style window covering did not block light

My room lock was missing 2 screws so couldn’t lock my door at night had to pull my fridge forward to block my door. Asked for a change of room and front desk said there wasn’t any everything was booked.

Door lock was broke, paid extra $30.00 plus tax to enter early. Smelled marijuana in the hallway. Stove didn’t function. Lights in the room wasn’t working correctly. Didn’t have creamer for coffee because they didn’t receive their shipment. Customer service is not good!

Everything was good

I have stayed at this property several times since opening. I have asked for a room with a tub for health reasons on 3 different stays and never get it. It's always some bogus reasons why one of those rooms aren't available. This time we were given a handicap room that had a shower chair bench which did help some but the bed was low suited for wheel chair guest and it sagged on both sides. Really annoying and hard on the knees. Staff was not nice this stay like our other stays. They were rude and had distasteful attitudes. I was liking our stays when were first coming into town but it just always something when we stay now. Its quite upsetting. I will try again and we'll see