WoodSpring Suites San Antonio Fort Sam

Complaint: [redacted] I am rejecting this response because: The motel manager and assistant manager never offered a refund or a partial refundThey didn't even offer an apologyNow they lie on a formal response stating that they offered a partial credit for my stayNot true and should be illegal to even state thatIf you stay at any motel for a weekly rate and checkout days later, they will never give you your money backThey will tell you the nightly rate is higher and that it is actually more expensiveThats why they offer the weekly rateYou will never be able to get a refund of remaining nights on a weekly rated motel during your stayI stay in a lot of motels because I travel often for workThe managers never offered any refund nor did compliment me in anywayThe conversation we had took place in the office on camera and helping make the situation any better was never offeredThe camera can verify all thisThe managers wouldn't even assist the police in giving surveillance footage much less a refundI have my wife and newborn baby staying with me at the time while I work and she felt unsafe thereI couldn't check out that Tuesday when the incident occurred because of the Fiesta Festival that was taken place in San Antonio at the timeAll the motels were currently booked up and my check out was for that following FridaySo we stayed for a few more daysThe reservation was for weeks at the motel but no way was I going to stay another week there with my familyAccording to the police officer this was his second time out to this motel with in that weekThis motel may not be responsible for theft or vandalism but they show no signage or disclose this to policy anywhere to there guestThe motel only wanted to protect there reputation and keep everything quiteAs the assistant manger stated numerous timesThey wanted the police car to move away from the front office so it wouldn't discourage new guestGuest are paying for more than just a room they deserve to know if there safety and property is in dangerThey should tell their guest that theft is a serious problem here and to please beware, but they don't and probably never willI talked to a local manger at another Woodsprings suits motel location in the area and she says thats the worse motel to stay atShe told me that all their establishments have live in security officers that monitor the premises 24/I was there a week and my wife and I never saw securityIts not a safe place to stay nor is the staff helpful or courteousIf management would of just tried to help with assisting police after the theft, I would of been fine with thatI know thefts are going to happen but for this to keep occurring over and over at this motel is ridiculousNothing is getting done about it eitherHaving a watch officer or an off duty police officer on site would solve this problemBut the motel management just doesn't care as long as they can keep booking guest? Regards, [redacted]

Complaint: ***
I am rejecting this response
because:
While I did finally receive a refund for your hotel, I am also looking for compensation for the extra money and time I had to spend on a last minute hotel at 2amI am looking for the extra 100$ I had to spend on a new last minute hotel
Regards,
*** ***

Please forward the guest information so that we may discuss refund and their stayThis is the first I have heard of the situation and I would definitely address it and refund them their money that they originally paid at our hotel.Thanks

Complaint: ***
I am rejecting this response because: The motel manager and assistant manager never offered a refund or a partial refundThey didn't even offer an apologyNow they lie on a formal response stating that they offered a partial credit for my stayNot true and should be illegal to even state thatIf you stay at any motel for a weekly rate and checkout days later, they will never give you your money backThey will tell you the nightly rate is higher and that it is actually more expensiveThats why they offer the weekly rateYou will never be able to get a refund of remaining nights on a weekly rated motel during your stayI stay in a lot of motels because I travel often for workThe managers never offered any refund nor did compliment me in anywayThe conversation we had took place in the office on camera and helping make the situation any better was never offeredThe camera can verify all thisThe managers wouldn't even assist the police in giving surveillance footage much less a refundI have my wife and newborn baby staying with me at the time while I work and she felt unsafe thereI couldn't check out that Tuesday when the incident occurred because of the Fiesta Festival that was taken place in San Antonio at the timeAll the motels were currently booked up and my check out was for that following FridaySo we stayed for a few more daysThe reservation was for weeks at the motel but no way was I going to stay another week there with my familyAccording to the police officer this was his second time out to this motel with in that weekThis motel may not be responsible for theft or vandalism but they show no signage or disclose this to policy anywhere to there guestThe motel only wanted to protect there reputation and keep everything quiteAs the assistant manger stated numerous timesThey wanted the police car to move away from the front office so it wouldn't discourage new guestGuest are paying for more than just a room they deserve to know if there safety and property is in dangerThey should tell their guest that theft is a serious problem here and to please beware, but they don't and probably never willI talked to a local manger at another Woodsprings suits motel location in the area and she says thats the worse motel to stay atShe told me that all their establishments have live in security officers that monitor the premises 24/I was there a week and my wife and I never saw securityIts not a safe place to stay nor is the staff helpful or courteousIf management would of just tried to help with assisting police after the theft, I would of been fine with thatI know thefts are going to happen but for this to keep occurring over and over at this motel is ridiculousNothing is getting done about it eitherHaving a watch officer or an off duty police officer on site would solve this problemBut the motel management just doesn't care as long as they can keep booking guest
Regards,
*** ***

In Response to Your Inquiry:On April 12th we attempted to give Mr*** a partial credit for his stay for his inconvenience even though he was going to stay the full week but he refused the credit we were offering him in good faith.We are not responsible for lost or stolen items
from a guest vehicles and was completely explained to at the time of the unfortunate incident

In Response to Your Inquiry:On April 12th we attempted to give Mr. [redacted] a partial credit for his stay for his inconvenience even though he was going to stay the full week but he refused the credit we were offering him in good faith.We are not responsible for lost or stolen items...

from a guest vehicles and was completely explained to at the time of the unfortunate incident.......

Complaint: [redacted]
I am rejecting this response because: The motel manager and assistant manager never offered a refund or a partial refund. They didn't even offer an apology. Now they lie on a formal response stating that they offered a partial credit for my stay. Not true and should be illegal to even state that. If you stay at any motel for a weekly rate and checkout 4 days later, they will never give you your money back. They will tell you the nightly rate is higher and that it is actually more expensive. Thats why they offer the weekly rate. You will never be able to get a refund of remaining nights on a weekly rated motel during your stay. I stay in a lot of motels because I travel often for work. The managers never offered any refund nor did compliment me in anyway. The conversation we had took place in the office on camera and helping make the situation any better was never offered. The camera can verify all this. The managers wouldn't even assist the police in giving surveillance footage much less a refund. I have my wife and newborn baby staying with me at the time while I work and she felt unsafe there. I couldn't check out that Tuesday when the incident occurred because of the Fiesta Festival that was taken place in San Antonio at the time. All the motels were currently booked up and my check out was for that following Friday. So we stayed for a few more days. The reservation was for 2 weeks at the motel but no way was I going to stay another week there with my family. According to the police officer this was his second time out to this motel with in that week. This motel may not be responsible for theft or vandalism but they show no signage or disclose this to policy anywhere to there guest. The motel only wanted to protect there reputation and keep everything quite. As the assistant manger stated numerous times. They wanted the police car to move away from the front office so it wouldn't discourage new guest. Guest are paying for more than just a room they deserve to know if there safety and property is in danger. They should tell their guest that theft is a serious problem here and to please beware, but they don't and probably never will. I talked to a local manger at another Woodsprings suits motel location in the area and she says thats the worse motel to stay at. She told me that all their establishments have live in security officers that monitor the premises 24/7. I was there a week and my wife and I never saw security. Its not a safe place to stay nor is the staff helpful or courteous. If management would of just tried to help with assisting police after the theft, I would of been fine with that. I know thefts are going to happen but for this to keep occurring over and over at this motel is ridiculous. Nothing is getting done about it either. Having a watch officer or an off duty police officer on site would solve this problem. But the motel management just doesn't care as long as they can keep booking guest.  
Regards,
[redacted]