ComplaintsforLa Quinta Inn By Wyndham

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a reservation to stay at the hotel for June 8th through the 9th. I made the reservation on May 17th, 2024. After I made the reservation, I got an email stating that if I wasnt going to check in on the first day of the reservation, I needed to call ahead to let them know. I called on May 18th at 4:00 and spoke to a woman and informed her that my guest and I would be arriving at the hotel on June 9th at around 3:30am since we were driving down from ****. She told us to call back and inform them again the day we head down. On June 8th, I called at 12:36pm and spoke to ****. He said I would need to call again at 11pm to inform the night shift that I would be arriving early Sunday morning but he would leave a note on my reservation. I did not understand why I needed to call a third time to inform them I was arriving early Sunday morning. I asked **** if my reservation would be canceled if I wasnt able to call since I would be driving and he said it wouldnt be canceled. When we arrived at the hotel at 3:30am, June 9, we spoke to a man named Deep at the front desk. He told us that there were no rooms available and the reservations were first come first serve. I was extremely confused as I already paid for the reservation. Deep could not explain how or why this was happening. In the end, we were stranded in a new city for the night since no other hotels were allowing that late of a check in without prior reservations.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Entire hotel is under construction. There is hazards safety hazards everywhere as well as health hazards. Security is very little to none doors don't lock there's barely any AC. TVs have no remotes,there's absolutely no phones in the rooms. There's nowhere for any gas to put their clothes away. There's dangers in the parking lot like nails and screws and glass and other building particles. The parking lot is dark very little light.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We checked in Wednesday 8/17/22 and are due to check out on 8/25/22 (this may change). We have not had any housekeeping in the room since we checked in. So no fresh sheets or towels at all and no trash removal. I called the front desk to find out why and they said "You have to request housekeeping, they don't just come" I feel like if you need to request housekeeping then that should be expressed to guests at the time of check in. We stayed in this hotel last year and we didn't have to request housekeeping they just came. Since we needed to request housekeeping we requested housekeeping for the NEXT day. We got back to our room the next day and housekeeping still never came. I called the front desk and their excuse was "Well you have to be in the room or housekeeping won't service, plus we are short staffed so we can't just service all the rooms" we were never told that we had to be in the room for housekeeping to service, also being short staffed is not an excuse to not service a room. We should have been told that we needed to be in the room so we could have had the room serviced. So we requested housekeeping AGAIN and were asked what time we would be in the room. I said we would be in the room for the morning, the front desk said they will be there between 10am-11am. We'll it's now 12:40p and we still haven't had housekeeping come to our room yet. We called corporate with no answer other than they called the front desk and the front desk said housekeeping was on the way and that was 50 minutes ago. They said if no one showed up to call back I called back and got the same answer of "let me call the front desk" I said no because that didn't work before and they said "then you need to call the general manager of the hotel if you want a refund or something more." I called the front desk and all I got was an email. I don't even know if it is for the GM or not. This whole situation has been a struggle and I paid a lot for the hotel and am getting nothing in return.

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/09/02) */ Guests get stay over treatment on every 4th day they are in house. If they want stay over service before then and or more than this they are required to let us know. This statement attached is from the housekeeping manager Brian in response to this complain. Housekeepers are not allowed to be in the same room while they are doing stay over service. We ask that the guest leave the room for them to service. This lady did not want to. It was a miscommunication because HK team should have just called another team member and did the room with a witness. Linen and towels are always available up front to out guests 24/7. Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) That response is generic and we requested housekeeping multiple time and never received it which was ridiculous. We had also been there longer than 4 days before receiving any housekeeping. If that is their "policy" for treatment that should be disclosed at the time of check in especially when most hotels provide daily services. Also my handicapped mother never declined leaving the room, when she was asked to leave so that they could clean the room she did. She sat in the rolling desk chair in the hallway until they were finished. My mother also wouldn't have had to stay in the room if the front desk didn't tell us we had to be there. There is way too much "miscommunication" going on at this hotel. The front desk tells you one thing and housekeeping tells you different. Get the story straight before giving direction to your guests. This was the absolute worst hotel experience I have ever had and I'm appalled I had to deal with it while I was supposed to be on vacation.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩