La Quinta Inns & Suites Customer Service Issues

I am really disappointed with the experience at La Quinta Inn on New Year's Eve. My boyfriend and I booked a suite with two rooms, which we were looking forward to. I have always been a loyal customer and even recommended this hotel to my family and friends. I provided my credit card information during booking, with the understanding that the payment would be processed the next morning. When I called later to confirm the timing of the payment, I encountered a rude staff member who was unhelpful. Despite trying to ensure the payment process and being informed that the amount would be deducted upon check-in, we arrived to find our room canceled due to supposed payment issues. The manager was uncooperative and refused to provide me with corporate contact information. We were forced to pay more than initially quoted and had to settle for a room with two beds instead of the suite we had booked. This experience has left me extremely upset, and I am considering writing a negative review and contacting corporate about this issue.

To the concerned party, We specifically chose the New Orleans - Airport LaQuinta Inn Hotel because of our rewards program status and past positive experiences. The availability of transportation to the airport was a crucial factor for us. However, we were greatly disappointed by the absence of the early morning shuttle service. Despite informing the receptionist during check-in on December 29, [redacted], about our need for shuttle service on December 30 at 5:00 a.m., the shuttle driver failed to show up for work at the scheduled time. This resulted in a stressful situation as we scrambled to find alternative transportation, ultimately resorting to using Uber, which incurred an unplanned expense of $15. This unexpected turn of events forced us to rush through check-in and board our flight hurriedly. As valued rewards members, we hope the hotel will consider appropriate reimbursement and future incentives to ensure our continued loyalty. We appreciate your prompt attention to this matter and look forward to hearing from you soon. I have also expressed my concerns through the online survey. Our hotel reservation/confirmation number is [redacted]. Thank you.

I stayed at LaQuinta Inn 1-95 Gateway in Savannah, GA on 1/4/19 in Room [redacted]. We specifically reserved a non-smoking room, but unfortunately, the room was not clean and smelled strongly of cigarette smoke, which affected my husband's CPAP machine. The area outside the room was also filled with garbage. Even after Expedia reached out to the hotel, they refused to acknowledge the issue, claiming it was a non-smoking room. My husband, after a 14-hour drive, checked in at around 7:30 PM and left by 5 AM. If he wasn't so tired, he would have requested a different room. If I do not receive a refund or a satisfactory response, I plan to contact the board of health in Savannah to have them inspect the room. Thank you, F. Kampf. [redacted]

My recent stay in Mason, Ohio was intended to be a relaxing getaway with my husband, but it turned out to be quite disappointing. The pool was icy cold and the area had water dripping from the ceiling due to no heat or dehumidifier. To make matters worse, there was obvious mold on the bed cover. Although breakfast was good, the hot tub and pool were not enjoyable as the pool was freezing and the hot tub room was too cold and leaking from the ceiling. Despite complaining to the front desk staff and requesting to speak to the manager, Rosa Patel, I have yet to receive a call back. It seems unlikely that I will return to this location, especially with other better options nearby.

I am Bryon Barnwell and have been checked in at [redacted] East Shea Blvd Scottsdale, AZ [redacted] since Friday. I encountered several issues during my stay, with the latest being last night when I was bitten on the stomach in room [redacted]. Manager Adrian moved me to room #[redacted], but the bathroom was dirty with urine on the toilet and pubic hair. Despite requesting cleaning, I was told there was no one available. The room had a strong smell, affecting my sleep due to my migraines triggered by stress. The machines in the workout room weren't filled, coffee machines were empty, and I had to sleep with a window open due to noise. I've had migraines since Friday, possibly due to the bite. I feel the hotel needs an inspection for cleanliness and service quality. I hope for a response to address these issues promptly. Thank you, Bryon Barnwell.

My husband called to check on our sister, Ralphena Anderson, in room [redacted]. The front desk staff, Lee, initially said she couldn't transfer the call to the room, which was inaccurate as he had been transferred earlier. During the call, Lee laughed when he mentioned his sister's condition, then hung up when questioned. We drove to the hotel, where Lee denied access to management, showing aggression when confronted. She later confronted my niece, making false accusations. This poor customer service will be reported to headquarters and the Better Business Bureau for resolution.

We arrived at La Quinta Inn and Suites in Tumwater, Washington on December 17th or 18th after a disappointing experience at Marriott. We are currently staying here as we search for a new place to call home due to a recent fire destroying our previous residence. About a week ago, we discovered that our truck, parked in the back lot, was missing. There were no signs indicating towing, and our truck had been parked there for a couple of weeks without any issues. After inquiring at the front desk, the staff were helpful in trying to locate our truck, but it was eventually revealed that the manager had it towed without proper verification or notifying us. Despite our frequent presence near the truck, the manager proceeded with towing it without informing the staff or leaving any notes. We are waiting for a response from the manager regarding the return of our vehicle.

We were wrongly accused of smoking in our room, but we are non-smokers. While staying on Beale Street, we were out from 6:30 pm to 4 am, then returned for sleep. The next morning at 10 am, there was a loud knock, and the front desk claimed they smelled smoke. My husband, alarmed, opened the door to confusion as they insisted we should have smoked outside. We were so bewildered and felt forced to leave. It was a distressing experience, especially being [redacted] miles from home on our anniversary. As a police officer of 6 years, I've never felt so disrespected and embarrassed. This situation left us scared and feeling like something was not right. We need this addressed as it truly impacted us negatively.

We reached out for assistance regarding our vehicle being towed without any communication from the hotel. Despite being guests at La Quinta for over a month, the manager had our truck towed without verifying its ownership or informing us. Our truck, parked in the back lot without any towing signs, contained belongings crucial to us after losing our home in a fire. The front desk staff were helpful, but the handling by the manager has left us frustrated. We have left notes requesting the return of our truck or compensation but have not received any response. It is upsetting considering we were vigilant about our truck, and staff should have recognized it as belonging to guests. We are still awaiting resolution.

We arrived at La Quinta Inn and Suites in Tumwater, Washington on the **th or **th of December following a bad experience at Marriott. We are current guests as we search for a new home after losing ours in a fire. Approximately a week ago, we discovered our truck missing from the back lot where we had parked it for a couple of weeks. Despite no signage about towing, the truck had been towed without notice. The front desk staff were initially helpful, but it was revealed that the manager had it towed without verifying if it belonged to guests. We've reached out to the manager for our truck's return or compensation for its contents but haven't received a response. As long-term guests receiving positive feedback, we hope for a resolution soon.

I am having trouble accessing my "LaQuinta Returns" account. I receive emails regarding my points and promotions, but the program does not accept my email as a member ID. I believe having my member ID number would help to log in more quickly. I only use one email address, so I am confident it is correct. During my recent stay in Caldwell, I found a syringe under the desk chair. I am not sure how this was missed. Additionally, there was a strong smell of marijuana when entering through the south entry. This does not meet the usual LaQuinta standard that I am accustomed to. Just wanted to share this feedback!

I previously reached out about our recent stay at your hotel, but have yet to receive a response regarding the numerous issues we encountered. As a military family in transition, our stay was highly disappointing. The rooms smelled of urine upon arrival, with unclean bathrooms infested with bugs and visibly dirty showers and toilets. Despite attempts to address this with the front desk, cleaning efforts fell short as there was still pubic hair present. The lack of lighting outside contributed to an unsafe environment, with guests smoking marijuana near our children. We are disheartened by the lack of follow-up on these serious concerns, as we reluctantly endured four unpleasant nights in two rooms we had paid for. Our usual positive experiences with your hotel were not reflected in this stay, prompting us to seek alternative accommodations elsewhere as soon as possible. Our stay was at La Quinta in Killeen TX, under the name Jerrod Grant, arriving on February 3, [redacted].

During my recent stay from March 15, [redacted], to March 17, [redacted], booked through AARP Expedia at the San Antonio Ingram location, I encountered various issues. Despite bringing up my unsatisfactory experience to the front desk regarding blood-stained sheets and soiled duvet covers, they redirected me to Expedia for assistance since I did not book directly. La Quinta denied any knowledge of the situation when Expedia followed up. Furthermore, my attempts to contact La Quinta directly have been fruitless as they never answered my calls from the room. The staff at this particular La Quinta location appear careless, as I witnessed them handling dirty laundry without gloves and dropping items on the floor, then putting them back without gloves. I am frustrated that Expedia refuses to refund me due to the lack of reported incidents like the blood-stained sheets. Other guests also complained about cleanliness issues, further tarnishing the hotel's reputation.

Our experience at the La Quinta in El Paso on West Gateway was extremely disappointing. When we went for breakfast, we found many guests behaving inappropriately by hoarding excessive amounts of food, with some even stuffing it into their pockets. Despite requesting replenishment of the empty items, we were informed that it would take some time, forcing us to leave before it was restocked. Furthermore, the pool was in poor condition, filled with litter and hair, necessitating my daughters to clean it before we could use it. To ensure we have breakfast for the remaining four days of our stay, we had to go grocery shopping. We chose this hotel for its reasonable price and amenities like free breakfast and a pool, but unfortunately, it did not meet our expectations at all.

During my recent stay at the Nashville South La Quinta Wyndham from 3/31 to 4/1, I was asked by Booking.com about what I liked. Unfortunately, there wasn't much to mention. The breakfast was disappointing, the facility was overcrowded, and there was no dedicated staff to maintain it. By 7:30 am, there was no coffee available, and the desk clerk had to prioritize guests checking out over replenishing the coffee. The bathroom had mold and dirt on the floor and tub, with a clogged sink drain. Additionally, the interior door to the adjoining room allowed us to hear noisy neighbors until late. As loyal La Quinta rewards members, this experience was very disappointing for us. Even though we booked through Booking.com and didn't provide our rewards number, we will reconsider staying at La Quintas in the future. Rewards # HO[redacted] -David N.

Our school made a reservation for 31 rooms in New Haven, CT, which required prepayment for a 2-night stay. On April 16th, I received two phone calls at 8:01 and 8:05 while being 25 miles away from the hotel. I returned the call at 8:26 to be informed that our group had been relocated to a different hotel in Hamden, CT, due to a system change. Despite the helpful staff at the new location, the accommodations fell short, forcing me to combine students in rooms and sleep on a couch. I reached out to La Quinta customer service, receiving reference # [redacted], but the situation remains unresolved. This experience with the last-minute change has been challenging, and I hope it doesn't happen again in the future. Thank you for allowing me to share my concerns.

During my recent stay at La Quinta NM on Hickory Drive, I encountered some issues. Firstly, as a gold member, it was disappointing to find out that I couldn't access coffee in the lounge after breakfast as I've been able to do in other La Quinta properties. Secondly, I specifically reserved a ground-level room with a king bed due to being a [redacted]% disabled Veteran, but upon arrival, I was informed that no ground floor rooms were available. I had to settle for a full-sized bed instead. This experience has made me rethink my loyalty to La Quinta as I value professional customer service.

Regarding case number [redacted], I am writing to address a customer service issue regarding erroneous charges during my recent stay at your hotel. I informed the front desk on 4/17 that I would be checking out two days early due to unexplained pending charges on my card. This situation negatively impacted my trip, forcing me to cut it short and fly home on the morning of 4/18. Despite leaving on 4/18, I was billed for that night, as well as for 4/19, and even double-charged on 4/17. This discrepancy has led me to take action by disputing these charges with my credit card company. The front desk assured me that charges couldn't be made without physically having my card, yet I ended up being billed for days I was not present at the hotel. I would appreciate a prompt update on the resolution of this matter. Thank you, M. Ramey

I have been attempting to reach out regarding an issue with a booking at Atlanta Perimeter Medical Center. Despite multiple attempts, I have not received satisfactory assistance. Our associate made a reservation and requested the charges be billed to our corporate credit card. However, it appears that his personal card was charged instead, even though the final numbers matched the company card. Could you please explain the total amount charged to the personal card since the invoice reflects a lower cost? Once we hear back from you, I can provide a copy of the invoice for further clarification. Thank you.

I want to inform you that I filed a formal complaint against manager Earl Baker with his employers at Laquinta (email) and Wyndham (phone). The complaint was not just about the room with the broken security lock and evidence of a break-in, or the delayed shuttle despite being told it would arrive in ten minutes, or the unanswered emails from my last stay. My complaint is regarding his belligerent behavior when questioned about the shuttle delay, where he got in my face and referred to my wife as my daughter due to an age difference. I found this offensive and expect an apology for his inappropriate conduct. I am a loyal program member and have over 35 years of sales experience, and this behavior was unacceptable. I have also informed Southwest given my loyalty to their program, and I believe they should reconsider their association with this hotel. Sincerely, Nicholas Moore