ComplaintsforLa Quinta Inn & Suites by Wyndham New Braunfels

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a room for 08/03/2024 -08/04/2024, one king suite with a sofa ***. The day of check in, I received an email notification reflecting a modification to the room previously booked around noon. I called the hotel around 3 pm and spoke with front desk and asked if room was still booked and they said everything was fine. I notified them I would be checking in around 8:30 p.m.-9 pm and they stated that would be ok. Upon arrival, check in was smooth and front desk was very courteous. Once we arrived to the room we walked in, and so there was no sofa ***. I headed back to the front desk and asked them why the room was changed and if they could resolve the issue by moving us to a different room. Front desk tried their best to accommodate u but unfortunately the hotel was fully boked. Mind you, we were a party of 4, 2 adults and 2 kids. I asked front desk if they could adjust the room rate as we would be forced to share a king *** between 4 people. They advise me to contact Wyndham and ask for a credit. Upon speaking to reservations at Wyndham, I was then transferred to Wyndham customer care. After about an hour with customer case, I was advised there was an extra room but there would be an extra charge and I would have to request a refund from the first reservation, but it was not guaranteed I would received a refund. Needless to say, it was to late in the evening to leave the hotel without a guaranteed of a refund. As I stated to customer care, I had two kids with me and could not venture off into the night in hopes of finding another hotel. Needless to say, I will not be staying at any Wyndham hotels as their customer care rep was not helpful as well as reservations. We were very disappointed on how the situation was handed led by Wyndham reservations and customer care. The front desk at the hotel were very nice and did try their best.

  Business response

  08/07/2024

  Good morning,

  ************************************** had a complaint to our front desk agent when she checked in on August 3rd, 2024 8:35pm that she reserved a room with a sofa bed but she got a standard king room. Our front desk agent checked the original reservation and confirmed she made a reservation via Wyndham Central with a standard king room (cost $177 plus tax; suite room with a sofa bed costs $217 plus tax). Also, we sold out that night.

  With an explanation from frond desk agent, she reluctantly admitted and stayed in our standard king **************** night, I got a notice from Wyndham customer service with a same issue and she got 3000 rewards point for miscommunication; that I don't agree the miscommunication.

  The location for the stay and charge was clear and obvious. 

  The attached is the detail of her reservation.

   

  Please let me know if you have any further question or concern.

   

  Thank you,

   

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

  General Manager

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