WoodSpring Suites Greenville Haywood Mall

I came to Greenville with my 82-year-old mom and my soon-to-be 1-year-old son for several medical appointments, and we needed to stay in town for the week. Booking.com was my first mistake, and choosing Woodspring Suites Greenville at Haywood Mall was my second. I booked a Quadruple ADA Non-Smoking room, but the hotel gave us an ADA Non-Smoking 1 Queen Bed Room. When I showed the front desk employee my confirmation, she said booking.com had sent over a different reservation and asked if I’d already used the room. We had only just arrived with our luggage. I explained that I needed an ADA Non-Smoking Double Bed, which she said was the hotel’s version of booking.com’s Quadruple Room, and assured me that was what we had. The floor smelled strongly of cigarette smoke, and I could smell it in our room too. We were already late for my son’s appointment after the room switch, so we rushed to change him and left. When we returned, the smoke smell was still there. My mom bathed that night, then we went to bed. At 10 PM, the guests above us started dragging furniture back and forth, with a barking dog too. It continued until around 1 AM. I called the front desk around 11; the employee said she’d speak with them, but they kept going for two or more hours. We had to wake up at 5 AM for my mom’s 6 AM procedure. The website says guests disrupting others with loud noise, TV, music, disorderly conduct, or large groups will be immediately ejected, but that didn’t happen, and we got no sleep. My mom has asthma and bronchitis, and she and I were still dealing with the cigarette smell all night. When I got up to shower, I realized the bathroom wasn’t ADA compliant. My mom hadn’t told me, and that’s when I understood we still hadn’t gotten the room we paid for. The employee got the number of beds right, but gave us the opposite of an ADA Non-Smoking room. We checked out before 11 AM. Management apologized, but said I wouldn’t get money back for the two nights we didn’t stay, despite the room errors and our experience. I lost almost $200, had to cancel my mom’s appointments the next day, Wednesday, and drive back to Columbia SC, then return for my son’s appointment Thursday, when we had planned to check out. I won’t book here or with booking.com again. I understand non-refundable bookings, but that policy shouldn’t apply when you don’t get what you paid for. This is absurd. I gave two stars because the manager seemed sincere, and booking.com was partly to blame.