Business Profile

Hotels

La Quinta Inns and Suites

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Complaints

Name: La Quinta Inns and Suites
Address: 11805 Research Pkwy., Orlando, FL, 32826, USA
Telephone: (407) 240-5000

This profile includes complaints for La Quinta Inns and Suites's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

23 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday I extended my stay at the La Quinta ************************** by an extra day and the young gentleman the front desk around 6:37 am was extremely rude. He just barked do you have a new reservation !!!? Young Indian gentleman seemed extremely bothered by my presence?. I gave up trying to do it in the Wyndham rewards app and just let him do it, and he didnt even bother asking me for the rewards number. He also barked at me for my ID, which I forgot in the car, and it was pouring rain out. So I was soaking wet when I came back, and he didnt seem to care. I said thank you and he ignored me. I asked the young lady there now this morning for help, and she was very pleasant and helpful to me and is trying to get it fixed so I can get the points and assured me since Im a diamond member I had til 1 pm for checkout? ?But the other gentleman yesterday around 6:37 am was very rude !
Business Response
Date: 04/04/2025

BBB Case #: 23154860
Hotel Site #: 17546
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by *********** ******** at the La Quinta property in ********, IL.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before April 7, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 04/14/2025
They offered no real solution I am not accepting Their response
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3/23-3/24. Total was $105.30. The hotel honestly is pretty run down now. I have state of this location plenty of times before due to the closeness to the airport, the price and my prior stays I did not have any issues. So we check into the hotel and were going into the room and we hear water dripping so then we go and look and its the shower so the water is dripping all night and thenthe tub is moldy and falling apart in all honesty. We didnt even end up using the shower, it was late and were leaving early sowe didnt push the issue, but we did file a complaint. The hotel wouldnt do anything about it because of the fact that we stayed in roomit was 11 PM at night and we were going to leave at 5 AM so we did not want to deal with changing rooms. One of the elevators also was not an operation and it has not been in months apparently. Luckily, we booked through a third-party and they have issued me a $50 credit for future days but the hotel refused to do anything about it and in fact, they hung up when we were inquiring about the issue according to reviews now people keep having the same problem so its not just us. Honestly I think the hotel may need to be investigated.
Business Response
Date: 03/28/2025
BBB Case #: 23124628
Hotel Site #: 52730
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by **** **** at the La Quinta property in *******, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. The property management team of the hotel informed us in customer care that a $25.00 credit/discount was given to the guest and the guest did stay in the room. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. The guest may communicate with the general manager directly via email at ******************************************************************************** or via telephone at **************. This reservation was booked through a 3rd party booking agency, the guest may need to contact them directly in order to obtain the $25.00 credit/discount if they have not yet already received such.
Once again, we apologize for any inconvenience this may have caused.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
*******
Liaison,Customer Care
**********************************
Customer Answer
Date: 03/28/2025

Complaint: 23124628

I am rejecting this response because:
We have attempted to contact the property directly. They didnt care to listen since ********** gave us a credit and we stayed there. Honestly, the health department should come do an inspection. Im sure a moldy bath tub wouldnt pass inspection.
Sincerely,

**** ****
Business Response
Date: 04/01/2025
BBB Case #: 23124628
Hotel Site #: 52730
Customer Care Case #: ********
Dear Contact:
Once again, we apologize for any inconvenience this may have caused.
The La Quinta by Wyndham property, located in *******, ** is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. If your desired resolution is that of a monetary one, please continue working with the property directly.
As a one-time gesture of goodwill, we would like to offer you ***** Wyndham Reward points - enough for a highly discounted night. If you have yet to enroll in ******* Rewards,you can do so here:
***************************************************************************
Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
Kind regards,
*******
Liaison,Customer Care
**********************************
Initial Complaint
Date:01/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,On 12/25/24 my husband and I stayed at Laquinta ********************************************************************************************On 12/25/24, we checked into the ******************************* We had our dog so on 12/25/24 they charged us an extra $25 pet fee. The first room they gave us was 221. We went to the room and the key card didnt work. I went back downstairs and the women at the desk said we couldnt put the key card near a phone it gets de-activated. She gave me another key. It still didnt work. I sent my husband back downstairs and he got another key. The key still didnt work. My husband went back downstairs again, and we got another room. The second room was room 222. In room 222, the thermostat didnt work and the toilet leaked. My husband went back downstairs, and we were given yet another room. This time we were given room 216. I immediately noticed in the bathroom there was dog hair and the room wasnt clean. We were exhausted because we had been driving all day and it was Christmas day. We stayed in this room. We woke up in the middle of the night to find a bug crawling on my husband. We went back to sleep but left the lights on this time, so we didnt get much sleep. I got up early and took a shower because I wanted to leave. There was a live ***** running around in the bathroom. This made us leave even quicker. We also were not aware this hotel was under renovation. I did not see that stated anywhere when we booked the hotel. Upon checkout on 12/26, I told the woman at the front desk our issues and she said she could only refund the $25 pet fee because it was booked through a third party (**********). She refunded the $25 pet fee, and I then called ********** on 12/26 immediately after leaving the hotel. ********** told me that the hotel was refusing to give me a refund. It was Christmas day and we had no other option but to stay at this hotel. I am requesting a refund. We were not satisfied at all and couldnt sleep due to the bugs and uncleanliness.
Business Response
Date: 01/13/2025

BBB Case #: 22798145
Hotel Site #: 53095
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ****** at the La Quinta property in *****, GA.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before January 16, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 01/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:12/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reservation was from December 2nd to 3rd. Due to flight delays we did not arrive until 230 AM. I had a very tired small child with me otherwise I would have left with just the first two issues. Did not notice the rest until the morning. We were gone before 10 AM. Made a complaint with hotel to which they offered 5000 points if Im a member (Im not signed up). Have not heard from them since I asked for refund. Here were issues below. 1. Tub faucet unable to close properly. Water leaking, ***** stain proves that it is not a new issue but a continuous issue. 2. Bathroom door looks as if someone punched into it & painted over 3. Desk chair has speckles of paint stains on it as well as arm that has been partially broken. 4. Bed sheets did not fit bed properly and kept coming undone & in the morning revealing a very dirty mattress.5. THERE IS MOLD IN THE ROOM. In the morning, I noticed that there was an active leak and mold growing on the leg of the table in the room.
Business Response
Date: 12/24/2024

BBB Case #: 22726584
Hotel Site #: 53043
Customer Care Case #: ********
Thank you for contacting La Quinta by Wyndham. We sincerely apologize that your expectations of La Quinta by *******'s high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
The property is independently owned and operated under a franchise agreement, and we do not control the day-to-day operations at the facility however, we expect all properties to be always maintaining brand standards. We will forward the feedback along to our field operations team who will investigate further on an internal level. Where we do not own the property, we do not have access to their billing information. Please work with the third party where you made and paid your reservation if looking for a refund.
As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night or five highly discounted nights at any ********************* worldwide. If you have yet to enroll in ******* Rewards,you can do so here:

***************************************************************************

Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

Again, we thank you for bringing this issue to our attention.

Kind regards,
*******
Liaison, ********************************** & Resorts
Customer Answer
Date: 12/25/2024

Complaint: 22726584

I am rejecting this response because: I am not a Wyndham rewards member. I should not have to be forced to join in order to receive points/compensation for a room that was beyond unsatisfactory.

Sincerely,

******** *****
Business Response
Date: 01/15/2025
BBB Case #: 22726584
Hotel Site #: 53043
Customer Care Case #: ********
Unfortunately, ********************* does not have the ability to authorize nor issue refunds as we do not have access to the properties billing system(s). If the guest is requesting a refund and/or monetary reimbursement, please advise them to continue working with the property directly.

Again, as a gesture of goodwill, we would like to offer you ****** Wyndham Reward points. You may redeem points outside of a hotel stay for things such as gift cards and/or merchandise. If you have yet to enroll in ******* Rewards, you can do so here:

***************************************************************************

Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

Again, we thank you for bringing this issue to our attention.

Kind regards,
*******
Liaison, Customer Care
************** & Resorts
Initial Complaint
Date:12/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
These animals stole my money. I spoke with the manager ****** who provided a nickname instead of his legal name during our conversation. I told him I posted the photos of the hotel and screenshots of the money that was fraudulently removed from my account and he responded, "perfect". Meanwhile, his hotel has a 2.1 on yelp and a 3 on ******. Yet, ****** is proud. So disturbing! ****** stated he knew nothing about what happened with my money, then proceeded to ask me questions about my previous employment. I repeatedly asked where my money was, he said he didn't know what happened but that he would call me back when he found out. That was on December 9th. Following our conversation, I never heard from him again. We checked in the hotel Saturday December 7th after midnight. The original reservation was for 3 nights. The Australian lady was at the front desk. We booked two prepaid rooms. She said I need $100 for incidentals. I gave her the card. We checked into ONE room and couldnt believe our eyes. It was the nastiest thing we had ever seen in a ******************************* Ran down and just plain dirty. I went to the front desk to inform her. She said all the rooms were like that. We spoke with *** a few hours later to let her know we canceled the remaining rooms and decided to leave early. She was very nice and apologetic. We left and I received an alert on my card saying we had actually been charged $408.00 instead of just the $100.00 for incidentals. I called the hotel immediately. *** said she didnt understand why the Australian lady charged my card that amount but the manager ***** would call me. I never received a call. I called Monday morning only to get barked at by the Australian dog. She herself stated, I dont know why I charged the card, I asked for the manager. She said, you should do that report it, bye. She then hung up the phone in my face. That was the very first call. I called back repeatedly asking for the manager. Today I found charges of $716.40.
Business Response
Date: 12/16/2024
BBB Case #: 22687703
Hotel Site #: 52940
************* Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by *** ******** at the La Quinta property in ********************. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. A ************* concern was previously filed with our offices prior to the guest filing the BBB complaint.The property has advised all refunds have been processed, and have advised the guest to allow 7-10 business days for the transaction to reflect onto their account.
Please note our email address has changed. If you need any more information on this matter,please contact me directly at ********************************.
******
Liaison,*************
**********************************
Customer Answer
Date: 12/16/2024

Complaint: 22687703

I am rejecting this response because: They are lying. I have not seen a single receipt regarding them processing the refunds. Attach the receipt of the refunds here. ****** responded they opened something on my behalf, yet no one contacted me about the stolen money. Please take note, the property manager nor ****** from customer service did NOT state the reason as to why my money was taken from my account in the first place. They stole from me, plain and simple. They do not have a single excuse for stealing my money.

Sincerely,

*** ********
Business Response
Date: 01/15/2025

BBB Case #: 22687703
Hotel Site #: 52940
************* Case #: ********

Ref: 08631746

Thank you for contacting La Quinta ************* concerning your experience with the property located in ********, ***

We sincerely apologize for the billing issue at hand. We are committed to assuring that all La Quinta properties provide superior service and quality accommodations. Our Research Team has determined the refunds for $408.20 and $408.20 were processed by the property on December 7th.

After reviewing your concern with the property and our internal offices, we feel the best resolution would be achieved by direct communication between your financial institution and yourself.

Please accept our most sincere apologies for what you have experienced, and for any inconvenience this may have caused you.
************* Liaison
************** & Resorts

Customer Answer
Date: 01/16/2025

Complaint: 22687703

I am rejecting this response because:

Sincerely,

*** ********
Customer Answer
Date: 02/04/2025
I have not received a refund for the first night of my stay. We checked out that same morning.
Customer Answer
Date: 02/06/2025
I have not received a refund for the first night of my stay. We checked out that same morning.
Business Response
Date: 02/06/2025
BBB Case #: 22687703
Hotel Site #: 52940
Customer Care Case #: ********

Dear Contact:
Please know, that customer care has done everything we are able to do regarding this matter.
Within our position in customer care, our goal is to open the line of communication between yourself and the property management team in hope that you can work together to come to a satisfied resolution. We do not have the ability to access the properties billing systems whether it be to review billing transactions such as charges and refunds, nor do we have the ability to authorize or issue refunds or monetary reimbursement. Again, based on the information that was provided to us, the refunds have been processed. If you wish to further dispute the matter, please contact your financial institute or credit card company and request that they contact the property directly regarding the refund. The phone number for the hotel is ************** and their email address is ***************************
Please accept our most sincere apologies for what you have experienced, and for any inconvenience this may have caused you.
Warm regards.
*******
Liaison,Customer Care
**********************************

Customer Answer
Date: 02/16/2025
It was recently resolved. Thank you so much
Initial Complaint
Date:12/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at this hotel for 2nights and was charged a incidental and pet deposit for the 3 rooms my family and I stayed in. I was told I'd receive it back at checkout . Now we caused no damages or smoked in the rooms. Yet upon check out my deposit was kept due to false claims . I personally checked every room before leaving. Also my pet is a service animal so shouldn't have been charged. On top of we had no hot water the first night and all of our room smelled of ammonia/ cat urine to the point I went out and bought bleach to mop the floors to make the rooms tolerable . I just want my deposit back
Business Response
Date: 12/10/2024
BBB Case #: 22663411
Hotel Site #: 53409
Customer Care Case #: ********
Thank you for contacting La Quinta by ********************** We sincerely apologize that your expectations La Quinta by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
The La Quinta by ******* chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that La Quinta by Wyndham is solely the licensor of the La Quinta by ******* trademarks and service marks to independently owned and operated La Quinta by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.
Our apologies, we cannot step into a damage charge from a property. Please work with the property if you are looking for a refund.
As a valued ******************* Wyndham Rewards member, I sincerely hope you will give us an opportunity in the future to extend our usual hospitality. As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points re the issues you had with your room.

Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

Again, we thank you for bringing this issue to our attention.

Please know that we truly appreciate your feedback and the opportunity to respond to your concerns.
Kind regards,
*******
Liaison, ********************************** & Resorts
Customer Answer
Date: 01/18/2025
The issue is not resolved these emails were going to my spam folder I'll resubmit if I need to
Customer Answer
Date: 01/29/2025

The issue is not resolved these emails were going to my spam folder I'll resubmit if I need to
Business Response
Date: 01/30/2025
BBB Case #: 22663411
Hotel Site #: 53409
Customer Care Case #: ********

Thank you for contacting La Quinta by ********************** We sincerely apologize that your expectations La Quinta by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
The La Quinta by ******* chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that La Quinta by Wyndham is solely the licensor of the La Quinta by ******* trademarks and service marks to independently owned and operated La Quinta by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.
Our apologies, we cannot step into a damage charge from a property. Please work with the property if you are looking for a refund. The General Manager has reached out to you by email with the message - "I double check on my end they noted you told at front desk you have one *** which is service animal 2 ed *** was non-service animal, you only were charge once $40 for pet. You had 3 room $40 per room deposit wasn't return because sheets were stain and room found smoke. Sorry we can't refund those incidental deposit." Please work with the property if you are looking for a refund.
As a valued ******************* Wyndham Rewards member, I sincerely hope you will give us an opportunity in the future to extend our usual hospitality. As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points re the issues you had with your room.
Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

Again, we thank you for bringing this issue to our attention.

Please know that we truly appreciate your feedback and the opportunity to respond to your concerns.
Kind regards,
*******
Liaison, Customer Care
************** & Resorts
Initial Complaint
Date:11/27/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at La Quinta Inn and Suites located at *************************************. I checked in on Saturday 11/23/2024 after 11:30pm and I check out a little after 4am because of issues I was having in my room. I reached out to the hotel by email and phone and 4 days later no response or resolution. I request a refund of my reward point I tried to handle this in house but I see that this isnt working out at all. Its no excuse why I wasnt contacted 4 days later. All I want is the refund of my points. A call or apology would have been nice but this just shows me how management is at this location worst experience ever with a La Quinta Inn and Suites property.
Business Response
Date: 11/28/2024

BBB Case #: 22612768
Hotel Site #: 53703
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ****** ***** at the La Quinta property in ************, AR.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before November 30, 2024. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 11/28/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

i have noted your response and I will reach back out to you if this matter isnt resolved by November 30, 2024.
Initial Complaint
Date:11/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Stayed at La Quinta, 11:7/24-11/9/24 in Room *************. Killed 5 cockroaches.they wont return your money and will lie about resolving the issue. Have pics and they said they sprayed. They didnt. Found a live one in my shoe too
Business Response
Date: 11/18/2024

BBB Case #: 22554208
Hotel Site #: 53320
************* Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ****** ******* at the La Quinta property in ******, ***

Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.

After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest, if looking for further compensation. ************* offered and guest accepted ***** Wyndham Reward points. Once again, we apologize for any inconvenience this may have caused.

If your offices require more information on this matter, please contact me directly at ********************************.

*******
Liaison, *************
**********************************
Office: ************
Initial Complaint
Date:11/13/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of the transaction - November *****, 2024 The amount of money you paid the business - $92.35 What the business committed to provide you - A clean and comfortable room.What the nature of the dispute is - I was appalled at the condition of this hotel. I had to unscrew multiple light bulbs to turn off the lights because the lamps didn't work. Although the ** was set at 68, the room was musty and humid. The sheets and blanket felt oddly damp. They (the sheets) were stiff, stained, and smelled strongly of bleach. I could feel all the springs in the mattress. The TV wouldnt turn off and had to be unplugged. Even the shelves were crooked, and the furniture was damaged. On top of all of this, my noted request was ignored. I requested an early check-in of just one hour. I noted this in more than one area, during my reservation, and in my early online check-in. However, when I arrived, no one was aware of this very important detail. The employees were uncaring and dismissive. When I spoke to the manager, she was unsympathetic. She told me there were no rooms available because none of them had yet to be cleaned at 2:00 p.m. in the afternoon. The manager finally allowed me to check in 30 minutes early after I was on the verge of a meltdown. I had two other family members staying in other rooms during the same night as myself. Both were similarly displeased with the conditions of their rooms. The pictures provided online are deceptive and do not reflect the actual condition of the hotel property.Whether or not the business has tried to resolve the problem - No If the issue involves advertising, when and where the ad was seen or heard - **********, The pictures provided online are deceptive and do not reflect the actual condition of the hotel property.
Business Response
Date: 11/14/2024
BBB Case #: 22552750
Hotel Site #: 53042
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ***** at the La Quinta by Wyndham property in *******, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before November 17, 2024. As a company, were committed to delivering a great experience with every stay with us.

Please note that our email address has changed. If for some reason this concern is not resolved,please contact me directly at ********************* and I will personally help address the guest's needs.

******
Liaison, Customer Care
**********************************
Business Response
Date: 11/15/2024
BBB# ********
Dear Contact:

I am reaching out to your office with regards to the ************* concern filed for ****** *****.After further review we have discovered the initial ************* ********** was filed to the incorrect property. To assist further we will require the following information from the guest.

-    Confirmation number
-    Exact address/name of the hotel:
-    Under what name was the reservation booked:
-    Date of arrival (exact date of stay):
-    Room number:

When we receive the requested information from you, we will be in a better position to determine the next steps.

My apologies for any confusion this may have caused.

******
Liaison, *************
**********************************

Customer Answer
Date: 11/16/2024

Complaint: 22552750

I am rejecting this response because my problem has not been addressed.

Sincerely,

****** *****
Business Response
Date: 11/20/2024

BBB# ********
Dear Contact:

I am reaching out to your office with regards to the ************* concern filed for ****** *****. After further review we have discovered the initial ************* ********** was filed to the incorrect property. To assist further we will require the following information from the guest.

-    Confirmation number
-    Exact address/name of the hotel:
-    Under what name was the reservation booked:
-    Date of arrival (exact date of stay):
-    Room number:

When we receive the requested information from you, we will be in a better position to determine the next steps.

My apologies for any confusion this may have caused.

******
Liaison, *************
**********************************
Business Response
Date: 11/21/2024
BBB Case #: 08515502
Hotel Site #: 53146
************* Case #: ********

Dear Contact:

Please accept our apology if the level of service received on this occasion fell short. On Nov 14th we filed a customer care concern of the behalf of ****** *****. on November 15th we discovered the concern we filed was filed to the incorrect location. On both November 15th & November 20th,we contacted your office requesting further information from the guest with no response.
Since this most recent email we have done some further investigation, we were able to locate Ms. Perezs reservation and have refiled the concern to the correct location. The new ************* concern is ********.
The general manager has been informed and will contact the guest on or before November 24, 2024. As a company,were committed to delivering a great experience with every stay with us.

My apologies for any confusion this may have caused. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

******
Liaison, *************
**********************************
Customer Answer
Date: 11/21/2024

Complaint: 22552750

I am rejecting this response because the problem was not yet addressed.

Sincerely,

****** *****
Customer Answer
Date: 12/03/2024
Date of the transaction - November *****, 2024 The amount of money you paid the business - $92.35 What the business committed to provide you - A clean and comfortable room. What the nature of the dispute is - I was appalled at the condition of this hotel. I had to unscrew multiple light bulbs to turn off the lights because the lamps didn't work. Although the ** was set at 68, the room was musty and humid. The sheets and blanket felt oddly damp. They (the sheets) were stiff, stained, and smelled strongly of bleach. I could feel all the springs in the mattress. The TV wouldnt turn off and had to be unplugged. Even the shelves were crooked, and the furniture was damaged. On top of all of this, my noted request was ignored. I requested an early check-in of just one hour. I noted this in more than one area, during my reservation, and in my early online check-in. However, when I arrived, no one was aware of this very important detail. The employees were uncaring and dismissive. When I spoke to the manager, she was unsympathetic. She told me there were no rooms available because none of them had yet to be cleaned at 2:00 p.m. in the afternoon. The manager finally allowed me to check in 30 minutes early after I was on the verge of a meltdown. I had two other family members staying in other rooms during the same night as myself. Both were similarly displeased with the conditions of their rooms. The pictures provided online are deceptive and do not reflect the actual condition of the hotel property. Whether or not the business has tried to resolve the problem - No If the issue involves advertising, when and where the ad was seen or heard - **********, The pictures provided online are deceptive and do not reflect the actual condition of the hotel property.
Business Response
Date: 12/04/2024
BBB Case #: 22552750
Hotel Site #: 53146
Customer Care Case #: ********

Thank you for contacting La Quinta by ********************** We sincerely apologize that your expectations of La Quinta by Wyndham high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night at any or our Tier 2 properties or five highly discounted nights at any Tier 2 ********************* worldwide. If you have yet to enroll in ******* Rewards,you can do so here:

***************************************************************************

Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

Again, we thank you for bringing this issue to our attention.

Kind regards,
*******
Liaison Customer Care
************** & Resorts.
Customer Answer
Date: 12/05/2024

Complaint: 22552750

I am rejecting this response because ****** points is only equivalent to one $50.00 gift card. I would accept ****** points, which is equivalent to one $100.00 gift card. My room cost me $92.35 plus discomfort and a restless night. I would prefer a refund since I was not provided with a room that looked anything like the advertisement, but if that's not possible, then at least provide access to a comparable gift card.

Sincerely,

****** *****
Initial Complaint
Date:11/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am OWE a REFUND Supporting documents is attached.
Business Response
Date: 11/15/2024

BBB Case #: 22519066
Hotel Site #: 53280
Customer Care Case #: ********
Hello ***** ******,

Ref: 08289717

Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent La Quinta experience. You can count on our team to help resolve your concerns.
To aid us in resolving this matter, please reply with a copy of your actual credit card statement when you receive it, showing the charges you incurred. You may also fax the documents to ************.
As we do not have access to the property's billing system, we cannot verify the charges. Therefore, we request that guests send us a copy of their statement showing any charges from the property. For your security, we ask that you remove any personal credit card numbers. All we are interested in seeing is the name, the financial institution, and the charges from the hotel.
When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.

Thank you for your patience in this matter,

Kind regards,
*******
Liaison, ********************************** & Resorts

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La Quinta Inns and Suites is NOT a BBB Accredited Business.