La Quinta Inns & Suites Customer Service Issues

On October 8, [redacted], I, Kevin Williams, a retired US Army officer, along with my wife, have traveled extensively over the years. We frequently visit Durham, NC, from Columbia, SC, to see our son's family. During our recent visit to LaQuinta at [redacted] West Park Drive, Durham, NC, we encountered a remarkable young man working at the desk late one night. His pleasant smile, positive attitude, thoroughness, politeness, and professionalism left a lasting impression on us during our three-day stay. My wife and I were so impressed that we now choose to stay exclusively at this hotel whenever we visit Durham, all thanks to the exceptional service provided by Royshuan Scott. As someone who has worked with and trained young individuals, I believe it is essential for his employer to acknowledge his outstanding qualities. I want to commend Royshuan Scott for his professionalism and exceptional service. If needed, I can be reached for verification at [redacted]. Sincerely, Kevin L. Williams, CW3, US Army (Retired).

I recently spoke to a staff member at the La Quinta Inn in Westlake, Louisiana regarding an incidental charge of $[redacted] for supposed sheet damage. I find this charge unreasonable as I did not damage the sheets intentionally. The incident occurred when some pizza sauce accidentally spilled on the bed sheets while I was eating in bed. I took it upon myself to clean most of the stain and I am certain that it had not set in. I believe a simple washing would have removed the sauce and it certainly would not have warranted a $[redacted] cleaning fee. Matthew S. Confirmation# 89428ED020480 Gold member# [redacted]55D

On September 8, I attempted to book a room for the same day at LaQuinta Wyndham in Duluth, MN through booking.com. The website experienced technical issues and on two occasions mistakenly changed the reservation to October 31st - November 1st instead of the correct date of September 8th. After realizing this mistake upon receiving the confirmation for the wrong dates, I immediately contacted Booking.com. They informed me that the hotel was fully booked for the night of September 8th and offered to cancel the incorrect reservation for October. I called the hotel to request the cancellation fee of $92 be waived, but they stated it needed to be done through Booking.com. Despite multiple attempts, the fee has not been waived due to miscommunication between LaQuinta and Booking.com. To ensure no charges are incurred, I have cancelled the credit card provided for the booking. I urge LaQuinta to confirm the cancellation and assure me of a resolution to avoid future booking hesitations with them and definitely with Booking.com. Thank you.

During our stay at Laquinta Inn in Tampa/ St. Petersburg/ Clearwater, Florida, we encountered cleanliness issues. The initial room was dusty, with poor vacuuming and signs of ants. After being moved to another room, it was still dusty with a similar lack of cleanliness. Despite notifying the manager and sending photos of dirty conditions, there was no response or improvement. The overall condition of the hotel was old and dingy, further highlighted by cobwebs and dead bugs. The lack of response and poor customer service left us dissatisfied and feeling unclean. Despite booking through a third party, we attempted to address these issues to no avail. Our multiple attempts to contact the manager for compensation were ignored, adding to the disappointment of our stay. - Rhonda P.

Hello! My fiancé and I stayed at La Quinta in Wichita Falls, TX [redacted], at [redacted] Central Freeway North last night in room [redacted]. The reservation was made under my fiancé’s name, Zachary G. Upon entering the room, we noticed a strong smell of cigarette smoke, which was unexpected as I had specifically booked a non-smoking room due to my asthma. Unfortunately, our stay was disappointing for several reasons. These included the smell of smoke triggering my asthma, a dirty carpet, cigarette ash in the bathtub, lack of hot water in the tub, discolored water from the faucets, a missing knob to adjust the cold water in the tub, partially used body wash and shampoo bottles, unclean toilet with hair, soiled towels on the closet floor, and even an acrylic fingernail left on the floor. Additionally, we found a plastic cup filled with cigarette butts behind the bedroom curtains and a broken vent in the bathroom hanging from the ceiling. La Quinta has always been our preferred hotel chain, and we have never encountered such issues before. Although I did not take photos due to time constraints and left early this morning, I am reaching out via email to request a refund or a discounted stay at a different La Quinta location for our next trip, as my fiancé frequently travels for work, and we often choose La Quinta for our accommodations. Thank you.

During my recent stay at La Quinta Inn and Suites in McKinney, Texas, I encountered several issues that greatly impacted my experience. Upon checking in, the first room I was assigned had carpet stains and roaches present. After addressing this with the front desk, I was moved to room [redacted], which unfortunately had a sizable hole in the bathroom ceiling and mold in the air conditioning unit. Subsequently, I was relocated to another room that also had bedding and floor stains. I have photographic evidence of these concerns if necessary. It is disheartening to encounter such a lack of care and attention to detail during a difficult time, considering the circumstances surrounding my stay. Despite the affordable rate of $85 per night, it is important to ensure that guests can enjoy a basic level of cleanliness and comfort. I refrained from breakfast due to cleanliness concerns. I believe a refund for this inconvenience is warranted. I hope to see improvements in maintenance and leadership to provide future guests with a more pleasant stay. Regular carpet cleaning and prompt maintenance of rooms with issues are essential steps to maintain a high standard of quality.

I recently traveled to KY from Punta Guarda, Florida, to celebrate my son's 10th birthday. Due to a misunderstanding, my reservation at La Quinta in Hopkinsville was made for one day earlier than planned. Despite explaining the situation to the hotel's general manager, they refused to refund any part of the $[redacted]+ I had paid for the unused night. Even though Priceline was willing to assist, the GM declined. I decided to purchase another night at the hotel, hoping for some understanding or assistance.

Regarding my recent booking experience, I checked in at 3:30 AM on Friday and was assured a checkout time of Saturday at 11 AM. However, upon returning from work at 9:30 PM the same day, I found myself locked out of my room with all my personal belongings inside. The hotel demanded a full nightly rate to access my items, which included crucial work-related belongings. Despite my frustration and exhaustion, I ended up paying $[redacted] for a room that was already paid for, on top of being misinformed about the charges. I had initially paid a daily rate of $[redacted] for only 4 hours of occupancy. The discrepancy and lack of communication from the hotel have left me feeling disappointed and taken advantage of.

Firstly, I want to express my disappointment with the unfriendly and unprofessional behavior of the staff at the motel. Secondly, the breakfast provided was far from what was expected. The selection consisted only of bran cereal that you dispense using a single knob, and everyone uses the same gallon of milk, which seems unsanitary. Overall, my experience at the motel has been appalling and utterly unsatisfactory. The cleanliness and quality of service are subpar, making it the most disappointing and dirtiest motel I have encountered. This review may spread widely due to the poor conditions of the establishment.

A situation has arisen involving two employees, sisters Amber and Morgan, who work as housekeepers at the Wichita Falls La Quinta Inn Central E Frwy. I am on disability and receive SSA income. Amber approached me, and after getting to know her from doing a day's work in exchange for room rent and a prior stay for over two weeks from Nov 3rd-18th, [redacted], she initially asked for $[redacted], followed by money for food. I felt taken advantage of when Amber used my food card for three purchases totaling $[redacted] at two locations (Nov 30th $[redacted].81 at Walmart, another $[redacted].00 at Walmart on the same day, and $26.80 at United grocery store on Dec 1st). Despite my initial trust to assist with food, the unauthorized purchases were not what I agreed to. After Amber failed to provide a satisfactory explanation despite promising to return my card, I had to involve the manager. The manager initially seemed concerned but, after contacting Amber and Morgan, now blames me. Feeling mistreated due to my disability, I am contemplating involving the Sheriff's department and seeking legal counsel unless the situation is resolved. My contact number is [redacted], and I am Kim Davenport, currently in room #[redacted] after staying in room #[redacted] from Nov 3rd-18th, [redacted], which had a microwave and a fridge, amenities that I seemed to lack recently.

I checked into La Quinta on December 17th and was charged an extra $75, in addition to the $25 early check-in fee and $[redacted] deposit. I spoke to the manager about the charges, but he was unhelpful and mentioned the deposit would be released when I checked out. Upon checking out on the 24th, I was charged another $25 and told my $[redacted] deposit was kept due to damages in the room. However, they were unable to provide details on the damages. Now, I have accumulated over $[redacted] in charges from La Quinta and am seeking a refund. Please assist me with resolving this matter.

I made a reservation at La Quinta Inn in Franklin, Tennessee for my granddaughter's 5th birthday party. Upon arrival, we found the pool to be ice cold. When we informed the front desk, the staff member was not helpful and claimed the pool is always like that, which is untrue based on my previous experiences at La Quinta. Despite spending $95 on the room, I was dissatisfied as the main reason for choosing this hotel was its indoor pool for the kids. I am seeking resolution for this matter. You can reach me at [redacted] Thank you. - Sharon W. [redacted]

I visited the Wisconsin Dells with my daughter, and unfortunately, she left her purple and black swimming vest behind. I have been calling every week since the incident, which happened on the April 8th weekend. The hotel mentioned that they found the vest and have it in their office, but despite reporting it lost and being assured they would email me details on how to retrieve it, I have not received any communication from them yet. I want to ensure they have the correct email address as I provided it verbally. I am eager to know the process and timeline for getting back my daughter's vest, as it will be a while before we can return to the Wisconsin Dells. Though we enjoyed our stay at the lovely hotel, this missing information has been a cause of concern for me. Thank you for any assistance you can provide. Regards, Erica L.

I need to retrieve my medications that were accidentally left at the hotel on April 1st. The small travel bag contains essential items, particularly my medication, as I am battling cancer and heart issues. Despite living [redacted] miles away, I contacted the hotel promptly upon realizing my error. To my surprise, I was advised to collect the bag and handle the shipping through FEDEX or UPS, a process I find unusual after years of traveling. Following failed attempts with the hotel staff, I escalated the issue to Customer Service on 4/19. After a brief discussion, I was assured that the situation was resolved, but unfortunately, the items never reached me. This level of customer service is unacceptable, and I am deeply disappointed. The cost of my medication exceeds $[redacted] monthly, and I am dismayed by the lack of professionalism displayed by the hotel staff.

I recently stayed at La Quinta in Garden City, NY, and encountered two additional charges on my bill. Upon speaking with the manager, Mr. Joseph Oliveri, on July 7, [redacted], he assured me of a refund within 7 days for the incorrect charges. Despite reaching out to him via email twice, I have not received any response or refund yet. Here is a copy of the email I sent to Mr. Oliveri: --- Subject: Inquiry Regarding Refund Status Dear Mr. Joseph Oliveri, During my stay at La Quinta over the weekend of July 7, we discussed two erroneous charges on my card (attached for reference). You mentioned that a refund would reflect on my card within 7 to 10 days, but as of now, I have not seen the refund come through. Could you please provide me with an update on the status of the refund? Thank you, Adrian Camacho

During my stay at La Quinta on Riverside Drive in Bakersfield, California from August 17th to 18th in room [redacted], I encountered some distressing issues. I woke up to find a roach on my ankle and another fell from the ceiling onto my pillow. This resulted in my leaving the hotel to stay with a friend due to my frustration. Upon checkout, I refrained from sharing my experience with the front desk to avoid upsetting a family nearby. I expressed my dissatisfaction online, but the booking site claimed I needed to address the hotel directly for a refund. Despite multiple emails, my refund was not processed, and my deposit remains unreleased after 8 days. I have photographic evidence of the roaches in the room. I simply seek a refund and hope the hotel addresses its hygiene concerns promptly.

I experienced extreme emotional distress attempting to recount my recent stay. Upon arrival, we found no blankets on the bed and lacked access to a functioning washer or dryer, clean towels, or washcloths throughout our stay. The toilet repeatedly flooded, and maintenance, though attending to it, created additional mess for us to clean. We received multiple complaints about noise level and were disturbed by banging from neighbors below. Despite requesting clean towels daily, we only received them infrequently. My mother, staying with us due to health issues, endured unnecessary stress from the situation. The ongoing issues and threats of eviction due to noise have left us feeling unsafe. Please contact us promptly at [redacted] to address these concerning matters. Thank you.

During our stay at the Latham, NY location, my husband and I experienced fire alarms going off, disrupting our planned visit. We arrived late on Wednesday, November 14th, and were alarmed awake at 5 am the next morning on November 15th due to the ongoing fire alarms. Unfortunately, we had to leave the premises as a safety precaution, missing out on the complimentary breakfast included in our reservation. I contacted the front desk manager upon returning home to address the issue and request a partial refund, as the hotel's problem led to our shortened stay and the lack of services we paid for. I would appreciate it if a manager could reach out to me at [redacted] to resolve this matter.

I experienced a frightening incident in room [redacted] around 8 pm. A woman aggressively pounded on my door looking for Jaime and demanding her phone. Despite trying to explain through the peephole, she persisted. Startled from the shower, I nearly had a close call with my autistic son nearly opening the door. Frantic, I called the front desk thrice with no response. Eventually, I called [redacted] and the front desk. They finally answered, stating they removed the lady. Disappointed, I felt a lack of communication and concern from La Quinta employees in Stevensons Ranch, CA. Emergency situations require prompt and professional response, which was lacking in this unsettling experience.