Complaints

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I believe their desk clerk defrauded me into staying another night at a higher room rate. I want a refund for the 2nd night. I planned a one night stay 2/4/24. Around 9 am, the next morning, I couldn’t find my cat in my hotel room. I was 99% sure she was still in my room. I immediately notified the front desk clerk, *****. ***** asked me if I checked under my box spring & mattress to see if my cat was in the bed frame. The NEXT DAY, I was told all desk clerks know a “secret” hiding place (a tiny space under the sink) but ***** never told me that. Up to 10:50 AM (but really for hours after that), I repeatedly searched my room. I did lift up both box springs & mattresses and asked my/the La Quinta maid to check the bed frames for my cat. My cat wasn’t there. I told ***** I checked there. I told ***** a couple times that I might need late check out, for more time to find my cat. At 10:50 AM, ***** knocked on my door & asked if I found my cat. I told her no & repeated I needed late check out. ***** told me I MISSED check out & if I wanted to stay another night, I needed to come to the front desk. I had set an iPhone alarm for 10:55 AM to make sure I didn’t miss normal check out time, which is 11 AM. My iPhone alarm didn’t go off until after I dealt with *****. At the front desk, I told ***** I used to be a Platinum Rewards member & could get late check out, which was 1 pm. ***** told me this location didn’t offer late check out & they couldn’t “turn” a room with a 1 pm check out. ***** told me she checked me out of my room & I needed to check in again. After many more searching hrs, I thought “‘maybe my cat got out”. I was searching hallways & showing my cat’s photo to hotel staff. Thankfully, ****** (I hope that’s correct), took pity on me & showed me the “secret” hiding spot. I burst into tears & thanked ******. Next morning, I was showing the pic of the “secret” hiding spot to every hotel staff member I saw, so this, hopefully, wouldn’t happen to anyone else

  Business response

  02/09/2024

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

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by P******* ****** at the La Quinta by Wyndham property in Saint Augustine, FL. To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before February 12th. As a company, we’re 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 [email protected] and I will personally help address the guest's needs.
  

  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts. Inc.

  Customer response

  02/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I received a phone call from ****a, a desk clerk at La Quinta. ****a said the hotel general mgr, refused my refund because ***** claimed she DID tell me to look under the sink. I asked ****a who reviewed my complaint. ****a said **** the general manager, refused it. I asked ****a to tell **** to contact me. ****a said **** was out “ill”. 
  I witnessed a medical emergency while I was searching for my cat. I asked ****a if **** was the emergency medical victim. ****a said **** was the victim.

  I asked ****a to have **** call me.

  I called back & spoke with *******. I asked ******* to send me a written response to my complaint & provided my email. I asked who the general manager was, who would be replying to my complaint. ******* said ******, the general manager, would be replying to my complaint. I asked ******* who **** was & ******* said she didn’t know a “****”. 

  Regards,

  P******* ******

  Business response

  02/12/2024

  
  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by P******* ****** at the La Quinta property in Saint Augustine, FL. 
  
  Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s 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 property’s 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. Once again, we apologize for any inconvenience this may have caused.
  
  
  Thank you, 
  
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stayed at the La Quinta overnight on the dates 5/22/23-5/23/23 for $89.32. Discovered mold in the bathroom, improperly sealed windows allowing water into the room, and stains on the sheets. The business only offered a 10% discount and brushed off the problems as simple housekeeping issues rather than serious health and maintenance issues. They refused my request for a better refund because we didn't immediately ask for another room. However, we only were there for one night and we only discovered the problems late at night. We were too tired to move rooms, and didn't want to risk getting another room with even more problems or more mold. There is no excuse for mold in a hotel room—it is a health hazard. We just want a full or more substantial partial refund.

  Business response

  06/02/2023

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

  
  Dear Contact:

  
  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 by Wyndham experience.

  
  We have thoroughly reviewed your concern and we would like to offer a check in the amount of $44.66, 50% discount.

  
  Please verify your mailing address and your full name in your reply, and we will process your refund.

  
  Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
  
  
  *******
  *******, Customer Care
  
  
  Wyndham Hotels & Resorts, Inc.

  Customer response

  06/02/2023

  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. My full name and address for them to mail the refund check to me is as follows:

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

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

   

  Regards,

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

   

*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. ↩