WoodSpring Suites Fort Worth Trophy Club — Hotel in Trophy Club

Worst ever extended stay experience in my life. I don't recommend it strongly. Management and front desk deserve minus reviews if permitted. Below is our experience:

We (My wife & me) booked a room for 28 nights (02/06 - 03/06) for $1,129.86 (Confirmation Number: 63839043). At the time of check in we requested for any rooms with wood flooring (as my wife had carpet allergies). So, Miriam (front desk agent 1) told me that there were no rooms with wood floors but they have two double bed rooms and will cost you more but I can offer 28 nights for $1320. Though we are a couple and we don't need an additional bed and on top of that more money, still I said ok as the room has wooden floor. Miriam said that in the meantime, if they get any one double bedroom, they will allocate it to us. And accepted payments by weekly ($330). I paid for 3 weeks to Miriam and when I tried to pay for the 4th week, Karas (front desk agent 2) said the rate was increased in the room and I need to pay the new rate ($568.4/week). Then I asked for Miriam. Karas said she was not working with the company and the manager (Umers Jarads) told them they don't consider about what Miriam promised to a customer. Then I asked for any single double bed rooms available (wood or mat floor). Karas said 2 rooms are available tomorrow (02/26) on the 3rd floor and one room about to vacate on (02/27) on the 1st floor. I said OK in that case, I can stay for one more day by paying current day price ($81.20) and will move to the first floor room (one double bed room) subject to checkout if not, will move to the 3rd floor. She accepted and I paid the cost. Also Karas wrote on a sticky note that I need to pay $1400 for 28 days (which is $271 more) and I accepted it.

On 02/27, when I went to pay $1400 for whichever room was available, Kimberelys (front desk agent 3) first said there were no rooms at all. Kimberelyss said Manager (Ulmers Jarads) said that either you have to stay in that room for more cost or you have to check out. It is rude response? What kind of arrogant response is this to a customer? To cross check, I went online in their system and booked a room (Confirmation Number: 69396297) and said that there are still bookings open. I know the site is up to date and shows sold out online if there were no rooms. I came back and said the same. Now, Kimberelyss said that either you have to stay in the room or you have to check out. We don't allow you guys to stay in other rooms though they are available. What kind of manners? I asked what wrong we did. Kimberelyss repeatedly told us that she is done with us and started closing the reception shutter on our face. I felt very bad and I felt like I was in a racism situation. I am very upset with that behaviour and want to call the police to show all the proof but I am visiting doctors at that time as I was suffering from stomach issues. So I could respond to them for their ugly behaviour.

On top of this, not sure what Kimberelyss told to Manager. He cancelled our reservation and responded that we harassed front desk agent. What? Asking for room change itself a harassment? I don't understand. Also Kimberelyss, is that kind person to not to report to police if I am doing harassment when my wife is there with me and his husband is there with her while I am talking. :) As a manager, you need to talk to customers and agents and then you need to respond. Also, he replied we can't rent their property in future. And not only there, the Dallas area surrounding franchises. Wow. What a manager he is. Due to my illness I said God is watching everything and leaving it to my god. The funny thing is that after we moved out of that hotel, we stayed in another WoodSprings in Fort Worth Alliance a few miles away from it without any bad experiences like this.

We are sorry for Miriam. As she got fired from her job. She only showed some respect to customer. She is an old lady and we would like to convey our sorry to her...

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 (I believe her name is Tomasina) 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, which most are fully booked or outrageously expensive.

Veronica and Reggie of the property were absolutely wonderful during my stay and very kind. The maintenance guy was also great and even mentioned that I was not the only one who had complained about the general manager of...

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, which most are fully booked or outrageously expensive.||||Veronica and Reggie of the property were absolutely wonderful during my stay and very kind. The maintenance guy was also great and even mentioned that I was not the only one who had complained about the general manager of...