WoodSpring Suites Wilkes-Barre — Hotel in Plains Township

I wanted to share with everyone how displeased I am with this hotel. My boyfriend and I arrived at 9pm on a Saturday, which was an hour after the service desk closes. The service area was completely closed off, and we only had access to this small foyer. There was a phone there with instructions about calling a 500 number for service. We waited on the phone for at least 10 mins before it was answered, and there was a wait time past then. This is the epitome of inconvenience. I don't think I recall being to a hotel that did not have at least one human representative in the vicinity. I don't know how the average person would respond to this, but I think it's completely ridiculous. I won't be coming here again and that is why. It should be overwhelming apparent that there are set hours to check in, if this is the process for after hours check in. I would have made the effort to be here before 8pm if it meant less of a seemingly endless wait in a creepy small hotel foyer that reeks heavily of new paint. I can only imagine what the response would have been like at a more unreasonable time, like maybe 1am, when travelers are road weary and it would potentially take even longer to get any service.

I also have an issue with the message that the 500 number plays, which says something about being busy assisting other customers, or something to this extent. Is this a call center? Are we wating for all of the after hours check ins from all Woodsprings locations to first be served? What kind of service is that?! It would have been much more reasonable for there to be a quick response that informed us of an estimated wait time from whoever was on duty at that location, versus waiting on a phone line that screamed a prerecorded message every so often for an indefinite amount of time. I am also not interested in hearing that this is a measure that is being taken to ensure low rates, because it was only $2 less than that of another hotel that would offer this same unpleasant experience. This place would have to be $20 less per night in order to justify that, otherwise it is simply not worth it.

Side note- the general manager's information was in the foyer, and while we waited, I formulated an email to him. No one responded to my email, so what was the point of posting his contact information? This...

Stayed at this "pet friendly" hotel shortly after the storm that took out the power to our area. I paid in cash upfront for 3 days, the guy behind the counter said that they had to have a card on file. Ok whatever, so I oblige. We went to our room, I figured I would check my bank account because in the back of my mind the conversation with the front desk guy didn't sit well with me. I paid $250 in cash and then they took out $271 from my account. I immediately go back to the front desk and conveniently they are closed. The next morning I go to the front desk again and speak to a different person. He acknowledged that the guy from the previous day had messed up. He said that he released the payment but I still have not received what was taken after 11 days. Let's get to the room... the floor of our room was covered in a dust almost like cat litter dust. It looked like our room hadn't been cleaned except for the bed was made. The linens smelt old and not pleasant. We ended up spending almost an hour cleaning/sanitizing. The stairs smelt of animal pee and another smell that I cannot describe. The dog walking area is about a 20 foot by 8 foot patch of grass. The building was surrounded by rocks that were littered with dog feces. There were shady people hanging around in the back lot smoking pot out in the open. There we people coming and going, the door which required a pass key was being propped open for which I can only assume was for people who weren't staying there. I did not see one single member of housekeeping the entire time we stayed there. Our power was restored on the 2nd night so we took a loss on the last day...

WOW is all i can say, if I could give ZERO STARS I would! First off lemme say this, the front end staff DENNIS, you did what you could and my family commend you for all you tried to do for us to help our stay be more Comfortable. It's sad that there was NO HELP GIVEN to this poor man when the facility itself is fairly new building. Opened in April, you would think they would've had all their ends figured out. As for our check in tonight: we have yet received a room key (they physically ran out of keys), the elevator reeked of weed (by known guests), check in itself took over 30 minutes that involved multiple trips to the 4th floor where our original room was but turned out was a single bed instead of a needed double. 2nd room Dennis had us in was a non-smoking room that reeked of smoke. And finally, the 3rd room found was a handicap accessible room that I am sure was not even used yet. (The kitchen area had no cabinets or drawers and the toilet had, and I kid you not, dust bunnies) Wifi does not work as we have yet to be officially checked into our room. And when management did walk by as Dennis was seen basically drowning in hotel errors and set backs, they literally shrugged and walked away and didn't even help him or offer any help. Awful management! I would not recommend ANYONE to stay here. But I will say, Dennis: thank you for all you did. You deserve more than a pat on the shoulder for the amount of running around and crap you dealt with all on your own! (And for...