Complaints

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:01/06/2025

  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.

  Our hotel stay was for two rooms the evening of December 27th. We were charged $142.77 for each room (a total of $285.54). Our recent hotel stay was horrible and I have serious safety concerns about this hotel. We've long used La Quinta hotels for our travel needs (over a decade). Any time someone would ask where to stay- we'd recommend a La Quinta, and we'd even go out of our way during trips to make sure we booked at a La Quinta hotel; but never again. The La Quinta brand, the hotel we recently stayed in shouldn't have even been open in the condition it was in. One of the electrical outlets had a broken plug stuck inside and hanging half way out, the TV didn't work and was not secured to the wall- it fell off and thankfully my children were not near it at the time, the couch was torn in several places, the elevator was marked out of service on the main floor- but not on floor three where my adult children had a room the got on the elevator not realizing it was "out of order", carpets were stained, the smell of cigratte smoke and other foul smells filled the room (despite it being labled as a smoke free hotel), the pull out sofa bed had food crumbs all over it, and more... we wouldn't even dare try to eat the free breakfast after seeing the condition of the hotel. We would have packed everyone up and left but we had no where else to go. I really expected more from this brand and I am really disappointed. When the business was contacted we received "sorry we will do better next time"- I want a refund on this because there will be no next time unless they do more to make this experience right.

  Business Response

  Date: 01/07/2025

  BBB Case #: 22774933
  Hotel Site #: 53029
  Customer Care Case #: ********

  Dear ****,

  I hope this finds you well.

  Please accept our apology if the level of service you received on this occasion fell short. We take all guest feedback incredibly seriously, hence why your 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 Charlotte, 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, you will have to work with that property directly to obtain that.

  As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points - enough for two complimentary night stay at any of our tier 2 properties. 

  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:09/11/2023

  Type:Billing 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 double billed for a $100 miscellaneous charge but only received one credit. They still owe me $100. Even after ******** presented evidence only one credit was issued the hotel still refuses to reimburse the second charge.

  Business Response

  Date: 09/11/2023

  BBB Case #: 20577128
  Hotel Site #: 18117
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by ***************************** at the La Quinta by Wyndham property in Charlotte, **. 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's financial institute.

  Once again, we apologize for any inconvenience this may have caused.

  *******
  Liaison, *********************************** & Resorts, Inc.