WoodSpring Suites Houston Westchase — Hotel in Houston

My son was drinking his soda and drank a roach that had crawled into the can. He immediately spit it out and I called the staff at the front desk letting them know what happened and we were checking out. Nicole Trevino (the "general manager"), was a complete NIGHTMARE! For 2 days, the GM was aware that my room was infested with roaches, and for 2 days she did nothing. Finally, I informed the GM that I would be changing hotels. Because I could not check in to the other hotel until 1pm, I was not able to change hotels until then. The infestation was a complete inconvenience, forcing my children and I to change hotels, most professionals would have empathy and want to make it right in some manner. However, Nicole refused to reimburse me for my stay, instead she had the audacity to charge me, including the day that I left! Basically, I had to pay for 2 hotels. The GM rudely said "because I was not fast enough relocating." As we were loading our items in our car, Nicole (the GM), intentionally locked my children and I out of the room with all of our items inside... for over 2 hours in the rain! I had to call the police just to get my property. Once the police forced her to let me get my property, I noticed I had multiple missing items that I suspect she took while I was waiting in the lobby. The manager not only took my items, she was threatening towards my daughter as well. As my child was trying to hurry and pack, the GM was yelling at her through the door. I filed a complaint with the hotel which re-routed me back to her by email. I intend on reaching out to Choice Hotels, BBB, and other entities with a more formal complaint. The upper management here is inconceivable, they are unable to investigate claims against them. A customer should not be re-routed back to the source of the problem! The upper management is allowing Nicole Trevino, an incompetent unprofessional maniac, to represent their company. I find that astonishing and deeply concerning! She is incapable of managing a hotel let alone micromanagement! Her inability to handle complaints, simple tasks, or have common sense is a complete disservice to guests. She is masquerading around as a professional, when in actuality she is nothing short of a lunatic. The standards are extraordinarily low with this hotel, there were many other things wrong besides the roach infestation. The hotel was filthy, you have to pay for clean towels, the spring beds are uncomfortable, the room is outdated, the photos are MISLEADING and of another hotel, there were no kitchen items available, lack of housekeeping, and the hotel smells of marijuana. You couldn't pay me to stay at this hotel again. The building code enforcement actually needs to make a visit and hopefully cite some violations. Most importantly, Nicole Trevino needs to be held accountable for...

Ok so let get straight to it, I’m late with this one but here we go! I checked in bout a week ago here and should’ve kept my money no lie! I really was excited about coming to this establishment because it was closer for work. Got there, nice young lady assisted me had my reservation totally $ all wrong already applying fees that I don’t know about. My reservation said 72.80 it was originally 66.50 before They applied all them taxes and it came out to be 72.80. She charged me as a walk in like I didn’t know and I had a reservation in the system already! Then I had to move more money over to my account just to cover the rest which wasn’t even planned Mann. 😑I had to pay 85 something and when I asked why is it more then what I originally booked for and she said they charge a fee to on top of booking fee? Yeah don’t make sense so after I paid I got the room and the bed had a penny under the sheets right along with tobacco like they was cleaning and forgot to double scan for things like that because I check all my beds when booking rooms. So anyways, I went back down there and there was a Caucasian older woman at the desk. I told her what was wrong and she was asking me questions about why I wanna move and wants wrong with it, I told her what it was and she acted like I was lying saying things like oh well we have to lay eyes on the room before we move you which was even stupid, because you gotta go upstairs and tell me why I don’t wanna be in a room you should just move me tf! Why do y’all have to lay eyes on something when a guest has paid their money and came back and told you they just want another room! On top of it they made me sign a waiver for no money back like if they knew that something was wrong with the room that they was giving me, so my experience here was not good and then they had a little attitude on top of it. The Caucasian lady even called some guy on the phone and he was even telling them what room to give me! Sad in that bed was even worse,🤦🏽‍♀️ I just sad the hack with it, The lady who checked me in came to the new assign room trying to see what I was gonna say about that room, and I’m like hey I paid my money if I say this room ain’t good then yall just gone have to move me!! Or I mean give refund which I currently sign saying no refund!. But that’s just Point blank I shouldn’t have to wait on nobody to come let me know something that I told you it was there. Remind you I took pictures, I sure did because I wanted them to tell me that I was lying when I wasn’t. But bottom line Be careful when you are staying at this hotel they be acting weird and as to view the room please don’t do what I did! And not to mention they has roaches bad!!! Got that too on camera!! I took a picture of it too no ma’am, you want to stay somewhere good, go somewhere else because...

I originally booked from October 15 through October 22, 2025. I stayed only one night, October 15, and vacated the property early due to unacceptable, unsafe, and unsanitary conditions. Upon arrival, I was immediately concerned by the condition of the property and the disturbing environment. During my short stay, I encountered the following: • The facility reeked of urine throughout the hallways and staircases. • Groups of men were loitering and congregating in the hallways and stairwells, creating an uncomfortable and unsafe atmosphere. • The floors were filthy and bathroom was infested with roaches. • The safety lock on my door was broken, hanging on by a single screw, suggesting forced entry or damage. • There were visible holes in the walls of both the room and common areas. • One of the building’s entry doors was missing a doorknob, and guests had been prying it open to gain access – a major security concern. • A man attempted to lure me into his room, at which point I feared for my safety, returned to my room, gathered my belongings, and left the property immediately. I called the front desk on October 16 to inform them of my early departure and my intent to seek a refund. I was told this would not be an issue. However, when I returned in person to process the checkout and refund, the staff member initially began assisting me—until she saw that I paid in cash. At that point, she abruptly refused to process the refund or even complete the check-out. She called Jose to the desk and he refused to document their refusal to check me our and refund me. This is completely unacceptable. Not only did the condition of the property force me to vacate early for my own health and safety, but the manger's failure to honor their verbal commitment and their policies constitutes a clear breach of trust. I have requested a full refund for the unused nights from October 16 through October 22, 2025. I will be forced to escalate this matter through other channels, including the Better Business Bureau, local health and safety authorities, and social...