WoodSpring Suites Naples West

We checked in on 12/27/25, and after dinner came back to a room crawling with roaches. I have several photos and am attaching one. With my children there, I wasn’t going to risk bringing roach eggs or that filth home, so we had to find another hotel at 9pm. I went to the front desk for a refund. The woman there seemed clueless, texted her manager, then told me refunds weren’t allowed under their policy, even when they couldn’t provide a clean, sanitary room free of roaches. I called corporate and was told the manager had to approve it. I’ll be filing a BBB complaint. Don’t do it.

Good afternoon, Crystal. This is my first review today, 02/14/2026. We had a reservation confirmed three weeks ahead and had been promised early check-in at 11:00 am by a hotel agent. I understand the regular 3:00 pm check-in policy, but I wanted Crystal to know what we’d been told. From the moment we raised the possibility, she yelled and treated us discourteously, focusing on the policy and showing no interest in finding out who had spoken with us. I told her her customer service was poor, and the discussion only escalated. When I asked for a supervisor, she turned away and left us waiting at the desk. I work with customers every day, and someone needs to address this. I’m sorry she acted that way on a special day. She didn’t ruin mine, but she could use some love away from that place.

We were greeted warmly at check-in by a representative who spoke Spanish and English and apologized that our reservation had to be processed again. Expedia hadn’t told us the room we’d booked for our family stay was unavailable. The WoodSpring representative was very nice, and our family was given two rooms for our staycation around events at Lacrosse, Paradise Sports complex, and North Regional Park sports complex. Room 310 had several problems: the refrigerator didn’t get cold and made a loud noise, and the shower drain banged loudly enough to keep us up. The rooms and walls are thin, so we could also hear loud banging from other guests. It wasn’t a comfortable stay. Laundry costs $3 by credit card, the elevator was very slow, and the dolly had bad wheels and barely moved. As a mom with young kids, I felt uneasy seeing people hanging around and smoking in the parking lot. There were lots of people constantly coming and going, making it almost impossible to get through the door, and the lot smelled like urine.

I’ve been staying here about a month, and Daniel, Sue, and Clyde have been so kind and helpful. They’ve helped with whatever I needed, from replacing a key to getting a broom or answering a question, and they’ve been right there when I’ve had an issue. When I lost my Elsie, they were sympathetic and kind. Daniel is always smiling and on point, never looking angry. It’s nice when the staff knows what you need. We’re not in the greatest area of Naples, so I know their job isn’t always easy, but when those guys are working, I don’t worry. Big shout-out to the friendly staff, and to GM Charlene for putting together such an amazing team.