Brook,I am sorry that you did not enjoy your stay with us. I don't believe you brought any of the room issues to the staff's attention but I did some research to determine which room you were in. I did check on the shower and it seems to be working fine. I also did not find any evidence of bugs in the room.As far as the pet fees, those are both listed in your confirmation email, which I have a copy of here, as well as on our Booking page so I am unsure of why they were unexpected. As for the deposit, most hotels charge a damage deposit, we just charge ours in cash (to which you received a receipt for). Due to our low prices, guests will come in and destroy the rooms and because everyone can lock their cards nowadays, we aren't able to recoup the damages. You were notified of these policies on the booking page, in your confirmation and by the voicemail left prior to check in.Unfortunately, we don't issue refunds and you signed the paperwork attesting to that at check in.

Amanda,I am sorry that you did not enjoy your stay with us at WoodSpring Suites. We hope that you will give us another chance in the future.

James,You didn’t stay with us and should not have been able to leave a review. You can say many things about our establishment but that we have rude staff just isn’t true, and our reviews reflect that. You came in but your reservation wasn’t until the next day. When we told you that, you were extremely rude and walked out the door, cussing and yelling. You then made another reservation and you refused to pay the deposit, which was listed on our booking page and in your confirmation email, and continued to cuss and yell at us. Then your adult son called us 32 times in a matter of 15 minutes, cussing, yelling and making death threats to our staff. We had to contact police to get him to stop. I’m sorry that you were unable to stay with us after repeatedly abusing my staff but no one was rude to you; it was quite literally, the other way around. You are not welcome at our establishment any longer.

Debbie,I’m sorry that you did not enjoy your stay with us. Rest assured we will take your feedback and use it for training purposes.

Kelsey,We are so glad to hear that you enjoyed your stay with us at WoodSpring Suites St. Charles. We strive to keep friendly staff around to make your stay more enjoyable and we work hard to keep the building and grounds clean, especially for our furry friends. We hope that you will consider us the next time you need an extended stay hotel.

Johan,I’m sorry that the cleaning smell in the room was too strong for you. We hope that you will give us another chance.

Susanne,I’m glad that you enjoyed your stay with us. Please come back and see us next time you are in town.

Alora,I am sorry that you did not enjoy your stay with us. We are an extended stay hotel, geared towards work crews, families, traveling nurses and the like who need a home-away-from-home like stay. Many of our long term guests bring their own bedding and pillows, as well as cook their own meals in our provided full kitchens. I did check the reservation that you made directly with Expedia and it does show that you booked the Standard room, one double bed, and if you needed a two bed room, you would've needed to book and pay for that room type. As for the credit card you needed to put on file, any hotel you stay in runs a pre-authorization. When you pay head of time online, the hotel does not get access to your credit card information and therefore the hotel must make contact to get a card on file to run that pre-auth. Both the policies with the pre-auth, and the cash deposit, are listed on the booking page and provided with your booking confirmation.

Hasan,All of your phone and in-house interactions were available on camera and upper management reviewed those interactions after the five Expedia messages you left and after receiving this review.The cash deposit is listed on our listing, directly on Expedia. Had you reviewed the check-in policies prior to arriving, this would not have been a surprise to you. Regardless, there is no reason to treat the staff at the hotel as you did upon calling. Every hotel has policies- your choices are to follow those policies or book elsewhere. The Craigslist special is for first-time guests just checking in and should never have been offered to you to begin with. Extra training will be provided to property staff to ensure no further confusion in the future. This was, kindly and calmly, explained to you by the manager and instead of accepting the other discounted rate she offered you at that time, you became extremely irate, agitated and aggressive. At that point the manager felt it best to contact the authorities to assist with you leaving the property. The front desk staff knock on all doors that are due pay or check out at 10am every morning, to determine what they are going to do that day. Check out is at 11am and you came to the desk around 10:35am. From the camera footage, the manager on-site did not tell you that you had to leave right then. In fact, she offered you another discounted rate but you refused, demanded your money back, continued to yell and cuss, and stormed out of the lobby, while continuing to yell and cuss and punch at the elevator.I'm unsure why you feel you are owed a refund. You stayed in the room for one night and paid one night. You did not leave the hotel until after 11am, which is check out time and it appears on the camera that the police reminded you of this but you continued to stand at the desk, take photos of all of the staff and demand their personal contact information. We wish you well but we will not be accommodating any future reservations at this property in the future.

Matthew,I'm sorry you did not enjoy your stay with us. We are an extended stay hotel and you booked at the last minute for a one night stay with us. Perhaps try one of our sister properties next time, and try booking ahead of time.

Maureen,I’m glad to hear that my staff treated you well at check-in! I’m sorry to hear about the cold you caught traveling in our neck of the woods. As for the drainage ditch out back, that is not a designated area for dogs and should not be used as such. We have green area all around our property to be used for the dogs that gets a lot of use from our furry friends. We hope that you will come back and see us in the future.

Wikisha,I’m sorry to hear you did not enjoy your stay with us. When you first checked in, you tried to back out, tried to get your money back because you “didn’t like the room”, so we assumed you would come up with other issues to try to support the refund, which we refused since there was nothing initially wrong. The moment you checked in, and again when you said the toilet was running, we offered to move you rooms, but you refused. Again we offered when you complained of the smell and again you refused. We don’t go into any guest room unannounced and yours was no different. However, as the check in paperwork that you signed states, we are allowed to do 24 hour room checks. It also stated that we do and end of the month safety check into every guest room. So you were notified in advance but you actually have to read the paperwork that you sign to be aware. The few times that we did come to your door, we knocked three times and announced ourselves. Usually if someone is behind the door, they respond; if they do not then we open the door after knocking three times and announcing ourselves. We also don’t expect children to be left in the room unattended because it’s not only against the law but also against hotel policy.

Daniel,I’m sorry that you did not enjoy your short stay with us. We are an extended stay hotel and all of our rules, procedures and check-in policies are described on our booking page to which you booked, including the 100 cash deposit. Our front desk is open seven days a week from 9 am to 10 pm, as was disclosed. We were closed on Christmas Day to allow our staff to celebrate the holiday. However, during the times when the office is closed, including on Christmas Day, there is someone available at all times to assist guests. As for the deposit, you are not required to keep the receipt; we keep track of all deposits we take. Our desk opens at 9am. On the day of your check out, you called our desk at 8:50. In our policies, the on-call policy is outlined and it states that the on-call person has a certain amount of time- 25 minutes- to tend to after-hours guest calls. Because you called at 8:50, your request was handled in a timely manner. We are a Choice Hotels property however because we are an extended stay, we do not participate in the Choice Rewards program; this policy is listed on our website. One more thing- we are an extended stay hotel, not a transient style hotel. Short term stay hotels are considered transient style hotels.

Anonymous,There’s nothing odd about a cash deposit. Nowadays, everyone can lock their cards and because we’ve had guests come in and trash the room and then lock their cards so that we can’t recover the damages, we charge a cash deposit from everyone at check in. It’s only 100, which is a lot less than a lot of places. Perhaps we should raise it. The only people that seem to have a problem with it are the ones who are surely going to smoke in the room or cause damages. Perhaps next time you need a room, you should try a Hilton or Marriott- they charge even more. Happy Holidays!

Ryan,You were given two hours, not 30 minutes, to provide a valid credit card, after not providing one to begin with. Expedia doesn’t allow us to cancel a reservation without waiting the two hour time period. My staff called you more than once and you were very rude! You didn’t pay us anything, sir. We don’t even have access to your card number, hence calling you to get one. So we were unable to charge you anything, including your first nights stay. However, Expedia has a policy that if your reservation is canceled within 24 hours, for any reason, THEY charge you for the first nights stay. We did not receive a dime for your cancellation. Perhaps you should familiarize yourself with the policies of the online travel agencies that you book with and in the future, may I suggest you book directly with the hotel? The hotel directly has a lot more wiggle room in regard to policy and cancellation fees than the OTA’s. Happy Holidays.

Amanda,I’m sorry that you didn’t completely enjoy your stay with us. We do use a scented cleaner to clean out public areas and guest rooms and I apologize that it was too strong for you. I’m also sorry to hear about the issue with the bed. Had you brought these issues to our attention during your stay, we could have moved you rooms to better accommodate you. I am glad to hear that our staff treated you well and that our hotel was clean and affordable. I hope that you will give us another chance in the future. Happy Holidays.

Oluwatosin,I’m sorry that you did not enjoy your stay with us. I hope you give us a chance to make it up to you.

Leslie, I’m sorry that your stay with us was less than stellar. I hope that we can have the opportunity to make it up to you in the future. If you have any actual feedback to offer about your stay, please don’t hesitate to contact us. Thank you.

Polly,I'm sorry that you did not have a good stay with us. I hope we can make it up to you next time. I see that you have made six different reservations with us this year and even stayed with us again, after giving us a two-star review. Perhaps if we don't have the amenities that you need, or you aren't getting what you need from us, you should book somewhere else next time.

Angela,I’m so glad that you enjoyed your stay with us! We hope that you will come back and stay with us again in the future! Happy Holidays.

Daniel, Thank you for taking the time to review our property. I’m glad we could make your stay enjoyable. Please consider us next time you need to travel.

Dustin,I’m sorry that your stay with us was not as enjoyable as you’d hoped. We pride ourselves on keeping Woodsprings clean and I’m sorry the scent of our cleaner bothered you. I hope that you will come back and give us another chance in the future.

Kori, Thank you for your great review! I would like to address a few things you mentioned. When you came to check in, several hours prior to check in time, we KINDLY let you know that we didn’t have your room ready yet and you’d need to wait until check in time. We don’t have any kind of holding area so we let you know we couldn’t hold your several pieces of luggage while you waited, which is when you asked us if you could wait outside. Less than 10 minutes later, your room was ready and you were gone. The laundry basket wasn’t yours and it wasn’t “stolen”. It belonged to the hotel and when you left it in the laundry room and then left, we cleaned up your mess, including the laundry basket that you, rudely, left sitting unattended in the laundry room. Had you returned to the desk to retrieve it, we would’ve given you another one to use during your stay. As for the people outside, this is an extended stay hotel which means that 97% of our guests call this place their home while they’re here on business, having their homes remodeled and the like, so we do have regular guests that go outside to smoke (because this is a 100% non-smoking building) or socialize after work. I apologize that they were bothering you for the 10 minutes you waited outside while waiting on your rental car (which you told us you were renting when you showed up early but now you’re claiming you HAD to rent one because we made you wait) to be ready but had you notified us of this issue, we could’ve handled the “several” guests that spoke to you in those few minutes you were outside. Either way, we appreciate your business and we hope that you come back and give us another try in the future.

Darlene,I’m sorry that you didn’t have a 10/10 stay with us when you were here. I hope next time we can do something to make it better.

Charlene, I’m sorry you did not have an excellent stay with us. I hope that you will give us the opportunity to make it right next time.

Scott, I am so glad to hear that you had a wonderful stay with us! Please keep us in mind for your next stay.

Rafael, Thank you for your excellent review of our hotel during your stay. We hope that you will come back and choose us on your next stay in the area.

Rafael, Thank you for your excellent review of our hotel during your stay. We hope that you will come back and choose us on your next stay in the area.

Justin, I am sorry that you felt that your one night stay with us was not enjoyable. We do have a policy in place to collect ID’s from everyone who enters inside the locked doors of the building, including guests and their visitors, over the age of 18. This is a partnership that we have with the local PD to protect our guests, their visitors, and our staff. Usually, the only people that have an issue with this safety protocol are people who are up to no good. I did review the camera footage throughout your one nights stay with us and I did not find any drug use happening in the parking lot. I did, however, see a few of our regular guests outside smoking after they got off work Friday evening. We do not allow guests, or non-guests, to loiter on our property but because our building is 100% non-smoking, guests do have to go outside to smoke. We purchase only high-quality, pillow top mattresses for all of our guests rooms, that are equipped with bed frames that provide convenient storage to our long term guests, under the bed. I am sorry you felt that our beds and shower curtains were not up to your standards, though. It looks like you booked with us at the last minute- on the day of check-in- and only stayed with us for less than 12 hours. According to your review, you would’ve been much happier with an upscale, short-term stay hotel. Perhaps don’t wait until the last minute to book next time and you won’t have to stay at an extended stay hotel that doesn’t match your high-end requirements.

James, Thank you for taking the time to review your stay with us here at WoodSpring Suites St. Charles. I am glad to hear that our hotel was clean, our staff was nice and your floor was quiet. I am not so happy to hear that you did not enjoy your bed. Had you brought this to our attention during your stay, we could have rectified the problem for you. We hope that you will give us another opportunity to make this a 10 star, top-notch stay for you in the future! Kindly,

Rickey,We are sorry to hear that you did not enjoy your one night stay with us. Unfortunately, when you lie about having a service animal and then the “paperwork” you shove into our faces clearly states that your dog is an emotional support animal, and then you refuse to answer the two questions that the Americans with Disabilities Act provides to us to ask, for clarification, and then start threatening our staff, your stay is bound to not be enjoyable. Due to the threats that you made, the lies you told and the terrible behavior you displayed with my staff, you will not be welcome at my property again. You should really reconsider your service animal scam because there are people that genuinely need those animals.

As was stated on your confirmation and our booking page when you booked, check in time is 3pm. If you come before 3pm, check-in is based on availability and requires an early check in fee. An early check in cannot be performed without the fee, and again, is based on availability. The system wasn’t down; but we were in the middle of shift change, and again, check ins cannot be performed in the system at that time. Based on your poor attitude towards staff, you should’ve been turned away completely but the next shift was kind enough to check you in, against better judgment.

Rafael,Thank you for taking the time to review our property. I’m glad we could make your stay enjoyable. Please consider us next time you need to travel.

I'm so glad you enjoyed your stay with us!

Rafael,I am so glad to hear that you had a wonderful stay with us! Please keep us in mind for your next stay.

I’m so glad to hear you enjoyed your stay with us and that my staff made you and your furry friend feel welcome! You are welcome to come back any time!

I am glad that Angela was helpful to you and friendly. All of our amenities are listed on your confirmation email and the booking page in which you booked. Sounds like you were expecting a transient hotel yet you booked one night at an extended stay. Try reading the details next time.

As the manager tried explained to you many times on the phone, when you wouldn’t allow her to speak and repeatedly cut her off, we didn’t CHARGE you anything; on the day of check in, the system automatically places a temporary hold on your card on file for the first night of your stay. And as was explained to you, again, that temporary hold was released upon your check in- to which you were emailed proof- and it’s up to your bank how long it takes to go back on your card. As we tried to explain on the phone, but you would not listen and just continued to speak over us, we have seen it go back on immediately, or take up to a few weeks. Again, we sent you proof that we released the hold, even after you were extremely rude to us.

Thank you for your review! I’m so glad to hear my staff was kind and caring towards you during your stay- I strive to hire caring and compassionate people who can get results like this!

Why?

Martin,We are sorry that you did not choose to stay with us here at WoodSpring Suites St. Charles and that your experience in our lobby was subpar. However, you never dealt with management during your 20 minutes spent in the lobby; you were handled by the front desk staff while the manager was out. You booked your room through a third party website but you did not disclose on your original booking that you had a dog. So when you arrived at the hotel, you were charged the pet fees, in addition to your room rate. This was explained to you and even written out for you and itemized by the agent, prior to your payment, which was confirmed by the camera footage of your check in process. Because you chose not to stay with us, a full refund was made to your original form of payment, the same day. The front desk agent does not create their own policies but follows all corporate policies, and rates, set by the franchise, or in your case, set by Expedia, where you booked. If you are still not happy with your complete refund or the price in which you were charged for your room, or the most affordable pet fees in the industry, you are welcome to contact further.

Erica, Thank you for taking the time to review your stay with WoodSpring Suites. We are so glad that you enjoyed your stay with us and that everything you needed was close by. We hope that you will come back and stay with us in the future.

Paula, We are very sorry to hear that you didn't have a great experience here at WoodSpring Suites– our mission is to provide excellent guest experiences, so we are sorry to have let you down. We are an extended stay hotel, which means all of our guest rooms are set up like studio apartments. As was stated on the website, we don’t have coffee pots in our rooms, but we do have them for sale at reception. We do have many different coffee options available in our vending area. Our motto here at WoodSprings is ‘Simple. Done better’. We have taken your feedback on board, and we will strive to make improvements accordingly.

Juwauna, We are very sorry to hear that you didn't have a great experience here at WoodSpring Suites– our mission is to provide excellent guest experiences, so we are sorry to have let you down. We have taken your feedback on board, and we will strive to make improvements accordingly.

I’m sorry that we did not meet your expectations at our hotel. I hope that you will give us another opportunity to make things right.

I’m glad your stay with us was pleasant.

I am sorry that my staff did not make you feel welcome and did not meet your expectations. We pride ourselves on providing the best possible service to our guests and we want everyone to have great service. Rest assured I will take this feedback and provide training to my staff to ensure this doesn't happen again. We hope that you will come back and give us another chance in the future.

I apologize for the experience you had while trying to check in. This is not the experience we want our guests to have. Rest assured, I will take this information and use it to better train my staff in the future. I hope you decide to give us another chance.