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Hotels

LaQuinta Hotel

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Complaints

Name: LaQuinta Hotel
Address: 1350 N Point Dr, Alpharetta, GA, 30022, USA
Telephone: (770) 754-7800

This profile includes complaints for LaQuinta Hotel's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

19 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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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:04/29/2025
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.
Dear La Quinta Hotel Management,II am writing to express my deep disappointment regarding my recent stay at your hotel from April 24, 2025 to April *******. My family and I had an experience that fell far short of the standards expected from La Quinta.Firstly, we were alarmed to find that our room was without a smoke detector for several days, a fact the staff was fully aware of. This situation is not only concerning for our safety but also reflects a lack of diligence in maintaining guest rooms.Moreover, during our stay, my children and I suffered from eye infections that were caused by the filthy conditions of the pool, which was excessively cloudy and unclean. This was not only inconvenient but also concerning for our health.Additionally, we faced repeated issues with our room key cards, which required replacement over a dozen times during our stay. This constant inconvenience added unnecessary stress to our ******** make matters worse, the elevator was out of service for part of our stay, and the WiFi connectivity was unreliable. These issues compounded our frustration and made our time at your hotel far from enjoyable.Given the extent of the inconveniences we faced, I believe it is only fair that we receive a full refund for our stay. We chose La Quinta with the expectation of comfort and safety, but our experience was anything but that.I hope you will take our concerns seriously and address these issues to improve the experience for future guests. I look forward to your prompt response regarding the refund.Thank you for your attention to this matter.
Business Response
Date: 04/29/2025

BBB Case #: 23262260
Hotel Site #: 52925
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by *** ***** at the La Quinta property in *****, MI.
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 May 2, 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
Wyndham *********************** & *************
Office: ************
Initial Complaint
Date:04/17/2025
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.
I wanted to reach out as I was scheduled to stay at your property, La Quinta by ********************************************************* located at ************************************ but upon arrival was initially concerned about the people in the parking lot who were smoking illegal drugs. Upon entering into the building there was a very pungent odor and I was reluctant to even ask for a key as the foyer did not look clean and I was concerned about the people that were in the parking lot. In the hallway on the 1st floor there were two big rolls of carpet or carpet padding and from the parking lot you could see a room that was filled with storage supplies that were pushing towards the curtains and appearing through the window - it looked like a storage unit. I did ask for a key to simply check the room and unfortunately I was appalled. The room smelled like smoke and body odor and was dirty. The curtains were falling off the window and I saw a ***** while I was in the room. While my 16 year old daughter was in the parking lot a man in a car flicked his tongue at her in a very sexual way leaving her frightened. This very short experience on your property was not would I would expect when staying out of town.Overall we did not feel comfortable staying in the room due to the conditions we saw, nor did we feel safe being there based on the encounter my daughter had in the parking lot as well as the people who were smoking illegals drugs and looked like gang members congregating around the *********** a result we had to stay at another property and I was informed by *************************** that because we did not stay at the property due to the conditions of the hotel a refund would be issued after speaking to the front desk agent To date, that has yet to occur and I wanted to follow up in regards to ******** prompt attention to this matter is appreciated.Reservation # *****EE043350 or **************
Business Response
Date: 04/17/2025
BBB Case #: 23216381
Hotel Site #: 53416
Customer Care Case #: ********
Dear Joshlyn
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. Please continue to work with the third party and Hotel 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 Wyndham Rewards hotel 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
Wyndham *********************** & Resorts
Initial Complaint
Date:12/23/2024
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.
On Sunday, December 22nd I had a reservation at La Quinta located at ***************************************************. I had already made a reservation via the app. My confirmation number is 89014EE036113. When I arrived to check in there was an Indian gentleman in casual clothes (meaning no uniform or name tag) assisting various customers. He asked for my confirmation number, ID, and credit card. He clearly did not know what he was doing. I have stayed in hotels and La Quinta many times. I asked him if he worked there and he kept skirting the question by saying he was helping his friend who was busy. Finally after asking him several times he said he was not an employee there. Then he called his friend to come assist me. Not coworker. Friend. He left the room as she proceeded to check me in. She clearly was proficient in her job. She also was Indian and in casual clothes (tight yoga pants and a baggy maroon t-shirt). Neither had uniforms or name tags as I had seen at La Quinta before. I asked her if he worked there. She kept avoiding the question by saying he comes in sometimes to help her. That he is her friend. I asked her several times and she finally said that he did NOT work there. That he was not an employee there. I told her I was not comfortable with that. That he should not be behind the counter getting peoples personal information such as ID, credit card, and confirmation number. She did not care at all. Her response was, thanks for letting me know and proceeded with her work.This kind of behavior is not acceptable. Its unprofessional and probably illegal to impersonate an employee and gather customers personal information when not officially working there. The response I got from reporting this to customer care was that they blamed me for asking the man if he worked there and they did not look into this issue at all.
Business Response
Date: 01/06/2025

BBB Case #: 22725357
Hotel Site #: 53100
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.

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.

Customer Care did issue ***** Wyndham Reward points to the guests account, as a goodwill gesture from Wyndham.

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

*******
Liaison, Customer Care
Wyndham *********************** & *************
Office: ************
Initial Complaint
Date:12/08/2024
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 booked a room to stay November 30-December 1st. I didnt check in until 6pm, then left for a while and came back. I ate in my room and the heat was fine. I left to go sit in the hot tub for an hour and after coming back to the room at ab 10pm the heat wasnt working. I rang the front desk and the lady ***** came up and tried to fix heat but it wasnt working. She tried another room across the hall a couple of doors down and the heat wasnt working either, by that time I had already packed my bags knowing I was probably going to be moving to another room. Well that what didnt work either.. ***** did not offer any other rooms but said she could try to find one. My bags were already packed and as I live ab a half hour away I decided to leave ** I was tired and didnt want to be running around all over the hotel looking for another room when all I wanted to do was go to bed. Now the hotel is saying I refused a room which isnt true and no other ones were offered. Now Im being told I cant get refunded and the third party vendor wont refund me either for a hotel I didnt even stay at. The hotel is offering me a 50% off stay next time. Why the heck would I want to come stay if I cant even get compensated for this stay that I didnt even stay in? Soemone should have the decency in refunding me, if this is how you all do business this is terrible practice and Ill be sure to make it known
Business Response
Date: 12/09/2024

BBB Case #: 22658232
Hotel Site #: 08867
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ****** at the La Quinta 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 December 12, 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
Wyndham *********************** & *************
Office: ************
Customer Answer
Date: 12/11/2024

Complaint: 22658232

I am rejecting this response because:
The hotel keeps failing to tell the truth and the manager was not there the night I stayed. The manager keeps telling me there was 19 available rooms none of which were offered to me. 1 room across the hall a few doors down was offered and ***** had me come to it and cold air was blowing out of there as well no other rooms were offered to me & she said she would have to check for available ones, it was late 10pm we were cold & tired since both rooms had no heat yes we decided to leave. The hotel keeps saying they cant refund me due to it being purchased through a third party, and the third party is saying that cant refund me because of the hotels rejection saying I refused a room which is not true. Both rooms had no air, whether the new one needed time or not we dont know but when the staff brought me in their to feel it we both out our hands over register and cold air was blowing out, she kept apologizing & I told her it was ok that we are going to leave since we cant find a room with heat. Everytime I talk to the manager he keeps telling me how many rooms they had at the hotel & how heat is working in all of them but he wasnt there the ***** of my stay & he was not there offering me rooms so I dont care how many rooms there were/are, they were NOT a offered to me.
Sincerely,

****** ******
Business Response
Date: 12/11/2024
BBB Case #: 22658232
Customer Care Case #: ********

Dear contact,
Please accept our apology if the level of service received on this occasion fell short. We take all guest feedback incredibly seriously, hence why this complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.
La Quinta by Wyndham 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 the desired resolution is that of a monetary one, you will have to work with that property directly to obtain that.
As a gesture of goodwill, we would like to offer ****** Wyndham Reward points - enough for one complimentary night stay at any of our tier 2 properties. If ****** ****** would like to accept our offer and has yet to enroll in Wyndham Rewards program, please click the link provided below:
***************************************************************************
Please reply to this email with the Wyndham Rewards member number and we will add the points to the account.
Kind regards,
******
Liaison,Customer Care
Wyndham *********************** & *************
Customer Answer
Date: 12/11/2024

Complaint: 22658232

I am rejecting this response because:
I do now want to stay again using Wyndham resorts or La Quinta in ever since this issue couldnt be resolved amicably. I did not stay due to no heat in my room and only 1 room was offered which also didnt have heat. My request is for a full refund of my stay, after being treat and lied to I never want to stay at one of the resorts ever again and would like a fair compensation back of my refund in full.

Sincerely,

****** ******
Business Response
Date: 12/12/2024
BBB Case #: 22658232
Customer Care Case #: ********
Dear contact,
Please accept our apology if the level of service received on this occasion fell short. We take all guest feedback incredibly seriously, hence why this complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.
La Quinta by Wyndham 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 the desired resolution is that of a monetary one, you will have to work with that property directly to obtain that.
As previously communicated,the goodwill gesture of ****** Wyndham Reward points will remain should the guest chose to accept our offer at a later date.
Kind regards,

******
Liaison,Customer Care
Wyndham *********************** & *************
Customer Answer
Date: 12/12/2024

Complaint: 22658232

I am rejecting this response because:
This response is back and forth and full of no merit whatsoever, I was asked about one room and one room only which also, at the time, had no heat.. by that time we already packed our babes to leave. I am not going to stay at a hotel with no heat nor offered any of the 19 rooms available that the manager keeps speaking of but was not there that night. The woman on hand that night, ***** offered 1 room which also, at that time had no heat. I feel like this is a run around of business, the hotel will not refund me because of using a 3rd party vendor, yet the 3rd party vendor will also not refund me because of the hotel. This is NOT how you do business. Im not asking for multiple stays or discounted rates, Im asking for a full refund because the property in which I stayed at, at the time wasnt adequate. This issues shouldnt even have to be going this far, I cant fathom the fact that I am getting so much guff from a renowned business not refunding me for there mess up and not mine. The only mess up I did was resorting to a 3rd party vendor and staying at your location. This is something I will never do again and I will make sure to let others know as well how you operate. I dont want to be rude but this is the most unsatisfactory experience I have ever dealt with in staying at a world renowned hotel.. Do better and refund the customer as requested.. please.

Sincerely,

****** ******
Business Response
Date: 12/13/2024

BBB Case #: 22658232
Hotel Site #: 08867
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.

After thorough review, we feel the best resolution will be achieved by direct communication between the property management, third party booking company where the reservation was made and paid and the guest. Once again, we apologize for any inconvenience this may have caused. We do not have access to the properties billing system.

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

*******
Liaison, Customer Care
Wyndham *********************** & Resorts, Inc.
Office: ************
Initial Complaint
Date:10/20/2024
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 was in the parking lot when I booked a one night stay at this hotel. After getting home from my stay with no receipt giving from the property I notice my credit card was billed for $232.44. I called the property they told me that a $25 hold will drop off in 5-7 business days. Still that is over $200 for one stay. Yes we had 2 dogs equals $50 for both for the one night stay. The advertisement on La Quinta did not give me the option of booking their $106 per night option for a book now pay now as their website shows for any day during the week. I was price gouged for a charge of $232.00 with taxes. I would like the difference in the form of a refund to my credit card number. I love ********************** properties however they need not price ***** customers.
Business Response
Date: 10/21/2024

BBB Case #: 22447336
Hotel Site #: 53753
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ******** ********* at the La Quinta property in Locust Grove, 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 October 24, 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
Wyndham *********************** & *************
Office: ************
Initial Complaint
Date:10/10/2024
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.
we were calling around looking for a place to stay that had power because we have 3 small children. This was about 24 hours after the hurricane came through and was well past us. When we called the la quinta we were assured that they had power there and so we booked the room. That was one of the things we told them we needed to be sure of before we did book it. Upon arriving there only an hour later, we found that there was no power. Everything was pitch black so we couldn't stay. They couldn't have even checked us in without their computers being on to confirm the reservation. We then left and found a nearby hotel that did have power and stayed there for the night. The next day I saw that the La quinta charged my card even though we were given false information before we booked and had to find somewhere else to stay. Now the night of the booking, keep in mind, was 24 hours after the hurricane. So what they are saying is that after losing power from the hurricane and then having it restored again, that they lost power again within that hours time it took me to get there after booking. I want my money returned for this hotel room that was never checked into due to false information being given before booking the room.
Business Response
Date: 10/10/2024

BBB Case #: 22404835
Hotel Site #: 53090
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.

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.

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

*******
Liaison, Customer Care
Wyndham *********************** & Resorts, Inc.
Office: ************
Customer Answer
Date: 10/10/2024

Complaint: 22404835

I am rejecting this response because:
I have already spoken directly to property management and that was a very unpleasant conversation to say the least, so I feel that at this point it is useless to try and reach any kind of understanding or agreement with them. The lady with which I spoke was just making excuses, defending her position and her employees position just absolutely not open to anything I had to say. Bottom line is we were were lied to. We called as multiple times if there was power at this hotel was guaranteed that there was arrived at the hotel within an hour 45 minutes probably maybe less to no power and we'd immediately told him we will not be staying here. I should not be paying for any for anything I did not get serviced I did not get housed I did not get anything from these people except for lies and a bunch of excuses
Sincerely,

******* *******
Business Response
Date: 10/11/2024

Hello ******* *******,

Ref: 08265872

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 credit card statement showing the charges you incurred, when you receive it. We cannot accept screen shots. 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 actual credit card billing statement showing, when you receive it, showing all charges from the La Quinta property and the charges from the Hotel you did stay at that night. 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.
Please also send in a copy folio showing check in date of the Hotel you did stay at that night after leaving the La Quinta by Wyndham.
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,
Customer Answer
Date: 10/16/2024

Complaint: 22404835

I am rejecting this response because:
I am providing you now with the requested information

Sincerely,

******* *******
Business Response
Date: 10/18/2024

BBB # ********
Site ID *****
Case#: 08265872
Dear ******* *******,

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 credit card statement showing the charges you incurred, when you receive it. We cannot accept screen shots. 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 do require and request that guests send us a copy of their actual credit card billing statement showing, when you receive it, showing all charges from the La Quinta property. Thank you for the folio showing check in date of the Hotel you did stay at that night.
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, Customer Care
Wyndham *********************** and Resorts
Customer Answer
Date: 10/19/2024
I am inquiring about my complaint stuatus as of today Sat October 19th 2024. I submitted to the BBB as well as The Laquinta hotel the credit card statements, etc days ago. I have not heard anything as of yet and I would like to know what do I do now. Thank you
Business Response
Date: 10/21/2024

BBB # ********
Site ID *****
Case#: 08265872

Dear ******* *******,

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 credit card statement showing the charges you incurred, when you receive it. We cannot accept screen shots. 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 do require and request that guests send us a copy of their actual credit card billing statement showing, when you receive it, showing all charges from the La Quinta property. Thank you for the folio showing check in date of the Hotel you did stay at that night. WE do require your actual credit card statement. Thank you
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, Customer Care
Wyndham *********************** and Resorts
Customer Answer
Date: 10/22/2024

Complaint: 22404835

I am rejecting this response because:
I have already sent all the requested documents,credit card statements etc. These were NOT screenshots.
Sincerely,

******* *******
Business Response
Date: 10/25/2024
BBB Case #: 22404835
Hotel Site #: 53090
Customer Care Case #: ********

Hello ******* *******,

Ref: 08265872

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.

We have thoroughly reviewed your concern and we would like to offer a check in the amount of $136.13.

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.

*******
Liaison, Customer Care
Wyndham *********************** and Resorts
Initial Complaint
Date:10/08/2024
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 was at la Quinta white marshBaltimore for sep 6-9. ********* need training on how to be welcoming. I checked in very late was there for a wedding so directly went to check in after one of the functions. May be I was being profiled because of the outfits I and my family was wearing. We dont travel a lot but theres almost 9/10 nights we stay in different hotels visiting families and friends and this was the worst I had never felt I welcomed and unwanted in any of the stays around *******. The breakfast people were the only friendly ones in the building. And yes I understand it was older building but there were multiple malfunctions in the lightings and power outlets the toilet kept running every 5 min so no sound sleep. The curtains were smaller than the window so the room was too bright waking us up in the morning. If I havent had a third party pre paid reservation Id have checked out the next day. I thought I booked a non smoking hotel but the smell of weed was unbearable I had my son with me and it made me really uncomfortable. Id have let all of this go but Im charged extra 100 after I checked out. When I called to enquirer thats when I felt I need to take this a step higher. It felt like no one cares in that hotel. I was told to call back in 15 min as thats when the *** was supposed to be there I called after 25 min giving some grace ***** The first time I called no one answered second time I called I was placed on long hold and then never received a call back. How unprofessional? Im never gonna recommend any of my **************** tyo stay in any la Quintas or any ******* owned/operated properties ever after this horrible experience. Btw I was in room 305 from sep 6-9 and no I didnt late checkout because I had to drive back and we left in between 10-10:15 am and I did leave the key at the front desk and announced my room number the front desk agent at check out was neither acknowledging or making eye contact no conversation at all.
Business Response
Date: 10/09/2024

BBB Case #: 22396150
Hotel Site #: 52913
Customer Care Case #: 08298932

Dear Contact:
Thank you for notifying our office of the concern filed by Soniya Nepal at the La Quinta property in Baltimore, MD.
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 October 12, 2024. As a company, we’re 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 [email protected] and I will personally help address the guest's needs.

Michele
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: 888-675-3379
Initial Complaint
Date:09/09/2024
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 stayed at LaQuinta from 7/22/24 - 7/24/24 and during my stay, I was charged a smoker's fee of $400. The fee was presented during check-out and when I inquired as to when this occurred, the front desk specialist mentioned that the alert was triggered on 7/23 and conveyed that I would've saw the lights and siren go off in the room. That never happened while I was there. However, on 7/23, I returned to the hotel room to change my attire for a work event and noticed that someone was in my room, but the only thing that was touched was my washcloth.I am requesting for a refund for the $400 smoker's fee as whenever the event was triggered, it can be traced back to the room keycard. I was issued a replacement card on 7/23 as when I returned to my room, it no longer worked.
Business Response
Date: 09/09/2024

BBB Case #: 22259546
Hotel Site #:
Customer Care Case #:

Dear Contact:

Thank you for notifying our office of the concern filed by *************************.

Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.

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

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
Wyndham *********************** & Resorts, Inc.
Office: ************
Customer Answer
Date: 09/09/2024
Hello and thank you for the reply!
I have attached a copy of the invoice for my stay. Please let me know if you need anything additional.
Thank you,
*************************
Business Response
Date: 09/11/2024

BBB Case #: 22259546
Hotel Site #: 53074
Customer Care Case #: ********

Dear Contact:

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

To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before September 14, 2024. As a company, were committed to delivering a great experience with every stay with us.

Please work with the property directly, ******* cannot step into a smoking charge from a property. Thank you

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
Wyndham *********************** & Resorts, Inc.
Office: ************
Initial Complaint
Date:08/14/2024
Type:Sales and Advertising 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.
Booked this hotel on July ******************************************************** a option to pay at the property thats what I selected I didnt receive any call that they will be taken money out my account, then when I booked the room it said no smoking and when I got there it showed it everywhere and when I walked in it messed like cigarettes got the keys for the room walked in the room it smelled like someone was in the room had just lit up a cigarette and dirty the floor the bathroom had hair all on the floor, walls dirty and the sheets had Stains on them so I go to the front desk the men was rude said I would have to wait til Monday and this was Friday / Saturday. I asked for my money back on the that Monday the lady at the front desk tells e the manager would be in til the following week and called the following week another lady answered saying they refund my whole amount and didnt Im reaching out because this hotel is very nasty and dont care about theyre customers and I didnt stay there and should receive my whole amount back of $278.98 I only received back $139.49 and I should be receiving back my other $139.49 because I didnt sleep there because the smell was to bad for me and my kids and the employees lied and said I did stay and I did not
Business Response
Date: 08/15/2024
BBB Case #: 22140386
Hotel Site #: ??
Customer Care Case #: ???
Dear Contact:
Thank you for notifying our office of the concern filed by ***************************. Please send the following information back to me. When I receive the requested information from you, I will be in a better position to determine the next steps.
-    Confirmation number
-    Exact address/name of the hotel:
-    Under what name was the reservation booked:
-    Date of arrival (exact date of stay):
-    Room number:
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
Wyndham *********************** & Resorts
Initial Complaint
Date:08/05/2024
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.
This motel claims they remodel well once again this visit on 8/1/24 I was put in room ************************************* the bathroom the sheets were not clean the lady who does breakfast can't be no ***** then she was my visit staff was not friendly to many changes and they went down hill someone will get sick off mold bathroom door couldn't shut unless forced to no food to purchase besides a hot pocket? After a road trip someone would like a dinner bowl the used to have then front staff the morning was rude dident even want to get up and help me when ck out and the lady who does breakfast just stands and stares while u eat I mean how rude can that be I want a refund as I won't be back here again
Business Response
Date: 08/06/2024
BBB Case #: 22092689
Hotel Site #: 53097
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, *** informed the propertys general manager of the situation.The general manager will contact the guest on or before August 6th. 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
Wyndham *********************** & Resorts. Inc.
Customer Answer
Date: 08/07/2024

Complaint: 22092689
I was told via bbb that I would receive a call on the 6th well today is the 7th and I received no phone call from ***** the manager or the laquinta inn this is very sad that he would not reaping or per laquinta I would have a call so I reject this message and just want a refund in this matter

I am rejecting this response because:

Sincerely,

*********************************
Business Response
Date: 08/07/2024
BBB Case #: 22092689
Hotel Site #: 53097
Customer Care Case #: ********
Dear Contact:
Please accept my apologies, as I provided the incorrect resolution date. The property management team has until end of day on August 9th to reach out to you in hopes of resolving your concerns. I have informed them again, asking that they review further, and reach out to you.
Kind regards.
*******
Liaison,Customer Care
Wyndham *********************** & Resorts. Inc.
Customer Answer
Date: 08/07/2024

Complaint: 22092689

I am rejecting this response because:
Thank you ill be awaiting thir call ** very much have a blessed day
Sincerely,

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

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LaQuinta Hotel is NOT a BBB Accredited Business.