WoodSpring Suites Fort Worth Trophy Club

Veronica, front desk attendant, exceeded my expectations and provided service that prompted me to make this review my duty to leave. I have lived in this area most of my life, and I am just now understanding how great of place this community of people have developed it into. You won’t find a nicer place to live or raise a family. We care about one another here, and this hotel is a part of that community as well.

I had been staying at Woodsprings Suites in Trophy Club for almost four months due to not having a permanent home. Recently, I encountered a serious issue with the general manager regarding the extension of my stay. The general manager claimed that I called for pest control in my room and subsequently refused them entry for maintenance. This is not true. I never called for pest control for ants, nor did I receive any email or notice on my door about pest control maintenance for my room. The general manager did not provide any proof to show that my daughter called in an order for ants and, in fact, lied. She also falsely claimed that I failed to pay for linens, but I have receipts showing that I did pay for linens, which were always given to me by the staff in the office. On the day in question, the general manager knocked on my door around 10 AM, startling me as I was just waking up. I informed her that I was not decent (in my pajamas) to open the door and requested that maintenance return once I was dressed. I also asked the housekeeping lady when pest control would return (she did not even know the time) and if they could come back when I was not getting ready to shower since I was preparing for work. Additionally, I tried calling the front desk from our room phone to notify them that pest control could return, but the phone in our room was not working. The following morning, I attempted to resolve this matter with the general manager to clear up the misunderstanding. However, she refused to allow me to extend my stay, even though I had been paying weekly. She also refused to address the issue and insisted that we vacate our room by 11 AM that day, despite me having paid to check out the following day at 11 AM. During our conversation, the general manager responded unprofessionally by using slang, diverting her attention to another issue about unattended children and a rabbit, and not allowing me to explain the misunderstanding. This response felt like a personal attack rather than a professional attempt to resolve the matter. She refused to listen, walked away from the conversation, refused to provide a contact number for someone above her, and even closed the door in my face. On the day the general manager demanded my daughter and I leave the room, she locked us out after 11 AM and claimed she issued a refund that I did not authorize. This made the situation even worse because another staff member had to let me in and out of the room to get the remainder of my things after I called the authorities to ensure I had the right to access the room to retrieve my belongings. This left me with no time to figure out where I would be staying next. I wish I could give the hotel the rating it deserves, but the general manager is unprofessional, dishonest, and absolutely cruel. Additionally, it has been difficult to find a resolution with the customer service of the property about this serious matter. I am now having to find another hotel to stay in,

My family and I booked a room last minute after getting stranded at the airport after our flight was cancelled late at night and all of the hotels around the airport were completely booked. Already exhausted, we walk into the lobby to immediately see roaches scurrying out the door. Walking down the hallway to our room, the smell of must trying to be covered up with cleaning products punches you in the face. Once in our room, it looks nothing like the pictures. The beds are just metal frames with no bed skirts, no pictures on the walls, stained countertops, same musty smell, etc. Immediately after walking in we have to flush a roach down the toilet. But not until we put the toilet seat back on since the whole thing fell off completely when trying to open it. Already at our stress limit and just needing a good night’s sleep, we left and walked across the street to the Holiday Inn to spend the night with a much better experience.

March 12th I made a reservation through a third party. I went to check in and the front desk was closed with a number to call for assistance. The number was out of service. Luckily a resident here knew where the night staff was and knocked on her door to come assist us. She said they were oversold and cancelled out reservation before we arrived. No one had contacted me to let me know. I am only writing this review because I have contacted the third party as well as the hotel for a refund and have had no luck. I am out of the money I paid for a room in which I did not get to stay in, and had to spend the money to book another room at a nearby. I will remove this review if any one would like to help. The overall experience was unacceptable.

I enjoyed the Woodsprings location. It was affordable, clean, and quiet for most of my stay. Terron was amazing at helping me out with my needs. A1 customer service. I was doing electrician work and it was enough to become established out here.

Terron was great. Very helpful and respectful. I will definitely come back. Highly recommended. The rooms are nice and clean. We had zero problems. Thank you very much for the hospitality. Thank you Terron for making us feel so welcomed!