La Quinta Inns & Suites
reviews and complaints

I stayed at this location June 12th and 13th. The condition of this Motel is deplorable and unacceptable. I talked to the person at the customer service desk in the morning and she said they were getting ready to tear it down and build a new one. I would like to request a refund of my stay. I contacted a 1-800 number and also emailed someone from your main website and have not heard anything regarding my stay. I have photographs on my camera but seem to be unable to attach them. Says the file is too large. The parking lot was full of giant potholes, trees or breaking down the fence causing the fence to go into the parking lot. The motel was very dirty outside, had some rot on the bathroom door trim, door falling off of the AC unit, ice machine was broken, among other things.

My husband booked us a room in Longview Texas on July [protected] . We had loud neighbors both night but I managed to deal with it friday but it got so bad Saturday that we had to tell front desk. The front desk clerk did call the room and ask the individuals to quite down but needless to say she told them what room called. When we checked out Sunday morning the guests had thrown eggs all over my car so I tried to talk to the manager. The manager was gone according to the clerk. The clerk said I had to call back because she was not there. My husband call back three times and the clerk stated the manager just left. I feel management was avoiding our call but I speak to corporate office regarding this matter.

I am surprised I have to complain for third night in the that we were given one towel for 3 paying guests. The first night we were handed hand towels and told that was all available...2nd and third night special trip to front desk to ask for towels. Roo. Is great and I did give 5 star review on Facebook. Towels should not be issue and sad it is.

I also am surprised that security is taken lightly and you have a side door that can be entered at anytime as lock does not work. We are at sturbridge mass location.

I checked in on 7/8/17 in room 210 had to call front desk because room had chips all over the floor soon as you enter the to. So I was moved to room 210 didn't know it was also another room that hasn't been cleaned properly until my Daughter went to shower and the shower was extremely nasty whirlpool dirty. Went into the bedroom and paint chips on the floor opened the door and there's a hole in the wall . Called to front desk to complain again and she gives my daughter cleaning supply to clean the room. That is extremely unprofessional. I was given 30.00 back but for the nightmare we experienced I should be given a complete refund .

I booked a room on 7 8 2017 about 8 or 9 p.m. at the Freeport Clute location they send me the reservation we showed up on time the gentleman by the name of Doug at the counter told us at the rooms were not booked that they didn't have any rooms available as we're getting ready to leave he turned around and he said oh well I just opened up two rooms but as he took the payment for the credit card all of my information for the rooms at showed up and he made up something that always just came through and as he gave us our room keys we got to our two rooms that we had purchased and they were completely filthy the TVs were on the ground the beds weren't made there was pubic hairs inside of the bed we went back to the front desk and explain to him what happened he told me that all he didn't know what happened that they didn't check the rooms at they didn't know if they were clean or not it was completely disgusting we asked for a refund they did not give us a refund all in all it was a horrible experience we had to drive two and a half hours back to Houston because we didn't get what we asked for

LaQuinta, Iowa, Louisiana
204 West Frontage Road,
Iowa, LA

Incident Report:
No emergency light for electric outrage working-no door propped open for light to come to stairway
About 7PM (pulled into Drive about 6:35-got out car to go to desk bout 6:40)
About 7PM (Approx) got checked in
Upstairs to take dogs- 2nd floor- bout 7:05 - 7: 10 PM- elevator out due to storm (1-clerk at desk)- left room to go move car and get stuff from car. Took stairs on East got down first flight by inches down- got to floor below 1st flight. Then stepped wrong way looking for bottom flight-bumped into wall then turned around to go down-pitch dark- Fell after touching first stair and then tumbled down hitting my head and bumping injured knee that's bandaged and the other knee(right knee). Told desk clerk I need to feel out an incident report.
Desk clerk asked if I needed ice. I said no-not now. Moved car on request to let truck pulled up. After signing pet policy papers and rate sheet and moving car-got a flashlight to come up to 2nd. At bout 7:25 (approx) right side Back aching.
[protected]@gmail.com
Charlie C. Haynes Jr.

I have sent a complaint last Friday and no response from your side although your slogan is "We are here to help". My complaint was against a La Quinta employee named Venesse who is working at La Quinta Inn & Suites Lax.
I don't know why you didn't reply to my complaint however if this employee is a relative to someone in La Quinta or is untouchable for whatever she is doing with La Quinta customers I'll escalate my complaint next time to other outside governmental regulatory authorities if you didn't give my complaint the proper care and reaction.
Will wait for just 24 hours more then I'll escalate my complaint. By the way, I have seen, captured by my camera and documented many health and hygiene violations and many other breaches which if I raised it to authorities like OSHA or other agencies it won't be good for your hotel.
I told you in my complaint that I was a loyal customer to La Quinta and bcs of Venesse you lost me as a loyal customer.
If you continue to ignore my complaint you will change me totally to be against your hotels.

I reserved a room earlier in the day on June 30th. Packed our family up (3 small kids in tow) and set out on our way. We then hit so much traffic it took us 2 hours to get what should've taken us 50 min. Probably because of the Holdiay week but who would have known...I called at 7:30 and told Jessica (@ reservations) that there was no way we would make it and to cancel our reservation. She told me because it was after 6pm they were going to charge us the full amount! I explained the situation and no mercy. Talked to the manager (Thomas) and again no mercy. He said its a new policy and I told him I never knew that and what about circumstances outside of our control. He would not budge. I hope that no one ever tries to this to you or your family...disgusting. We now have no choice but to drive into the morning with small kids because of "policy". No service, no doing what's morally right...wow

Kristin Guadarrama
[protected]@aol.com

My family was here in New York for my son baseball camp. Upon our last stay, we were gathering our belongings and I noticed my Adidas Jacket was missing. Before I reported to the front desk my husband and I searched the entire room we still didn't locate my jacket we reported my jacket missing to the front desk and the supposedly called the cleaning person who cleaned our room and of course they said they didn't have it. Well we asked the Manager for corporate number, they gave me the number to reservations. I finally got corporate phone number unfortunately they are closed for the weekend, but on Monday morning i will be calling them.

I was a guest at the Columbia MO location from June 18-21 and gave my debit card upon check in, informing the clerk I would pay cash at checkout. I was told the hold on my card would be released once my bill was paid in full. I indeed paid in cash upon checkout and was again assured any hold on my account would be released. When I returned home several hours later I discovered a hold of almost $200 existed on my bank account. I called the hotel location and was told by the desk clerk on staff that it could take up to two weeks for the funds to be released on my account. I find this to be highly unacceptable and inappropriate as my obligation to your hotel was fulfilled to you in full. Absolutely no damage was made to my room, I had no pets, and I am insulted that I was told two different stories by three different staff members. I believe this is a deceptive practice on the part of La Quinta and since I am a frequent traveler, not only read travel websites but also post reviews on those and other websites, I can't help but think others in similar circumstances would be leary and choose other more accommodating businesses. I hope something will be done to correct my situation immediately.

I am currently in a suite located in Hobbs N.M. I attempted to use the sofa bed and was nearly flipped over by the sofa. I informed the front desk and was told "oh yeah all our sofa beds are broken, I think we need to order new ones". I was not amused by the answer and not even an apology was given. When I made the reservation one thing I asked was if the pool was open. I was told " oh yes and we have a gym as well. Needless to say the pool is closed! I am very disappointed and disgusted with poor customer service. As a member of CLEAT this hotel is one perk we are provided, and I will let them know of the horrible experience.

We booked a Suite for a four night stay at the La Quinta Inn and Suites resort ay 1201 Avenue H in Carter Lake Iowa 51510, so that my son could compete in a big baseball tournament in Omaha NE. Upon arriving at the hotel after an 11 hour drive from Colorado Springs, the room the gave us was not a suite (but still wanted to charge us $200.00 a night( because of the college world series was starting up and most hotels were booked) which is why we booked so far in advance. Getting to the room we discovered that is was filthy. The bed was only a twin and the sheets had not been changed or the bed made. after about a half hour of putting up with the bad smell in the room, my daughter stood up from by the bed with a hand full of what looked to be medical pills (thank GOD she did not put them in her mouth). This was the straw that broke the camels back. We went to complain and was told to leave and try and find another place to stay would be almost impossible, and they would have to charge us a $39.00 cancellation fee. We paid the money and left. Than God my husband is medically retired from the Airforce and were able to get a room on base for one night. We spent most of the next day hunting for a room to stay (causing my son to miss the opening ceremonies). Now we love staying at the La Quinta Inn's, but this is ridiculous. The room was booked under Ashley Urquhart and Cassandra Gordon and we would at the LEAST like to have our $39.00 refunded. If something is not corrected we will be forced to go to the press about this situation. Again, we traveled in a small car with four children for 11 hours (excited at first because we knew our previous experiences at La Quinta Inns have been wonderful) Also to add insult, we were informed that pool was closed for repair (not fun to hear when it was so hot outside, My email is [protected]@msn.com. My phone number is [protected]. I would look forward to hearing from you concerning this matter. Thank You!

I complained about the price I was given on the phone when I made my reservation was different than the one I was charged on my card. I stayed one night on Saturday, 6/10/17. I contacted the hotel several times and the manager Ann Brand did not return my calls. I called again this morning and I got lucky because it was Ann that answered. I asked why I had not received a call back and she said that she has been very busy. I understand that she may have been busy but had not heard back in several days. When I asked her about the charges to the card she said there is no way that anybody could have been given one price and then charged another ($80 difference). If I was not told a different amount I would not be pursuing a refund of the difference. When I told Ann that I would have appreciated a call back she said that she had been busy and hung up on me. This is now the second bad experience at this LaQuinta. The last time was that the location had received a new hot water heater but I did not find this out until coming back from the beach to take a shower and we had only cold water. I feel that they should have told us about the hot water heater being replaced and given us the option to stay or find another location to stay at. I have always recommended LaQuinta's to my friends and family and also have my loyalty account. With now having these last two bad experiences I question the LaQuinta customer service. I hope that someone reads this and will assist in getting me a refund for the difference ($80). Thank you, sincerely a not so happy customer. [protected]@aol.com

Back in 2/21/2015 thru 2/23/15 we stayed at lq in el paso. we had to go for a family emergency. We had a bad incident my shoes got bleached by the housekeeper manager Maria at the time, she kinda hid my shoes so they wouldn't be noticeable? IDK! Red shoes with white bleach stains everywhere! I went in to the office and spoke with Emilio Arriola Manager at that time as well. Report number [protected] I was given. He promised to make up for the incident and offered points that would cover 2 free nights where ever I went to stay at lq well I haven't received those free night points! Still waiting tried to get ahold of him after but always was busy I was told and he would call back and I haven't heard from him. I travel to Dallas Fort Worth area more and would like to have enough points added to my Membership number N001003512 asap/ I had a different incident on the way back home at another lq in Odessa with dirty room open ceiling when snowing and liquor bottles in drawers but that manager got everything settled. I just need this resolved and Idk how many point lq next to international airport in dallas fort worth needs but that is where I will be heading this coming up Tuesday. If you have any questions my number is [protected] Thank you

So I decided to book a room because I like doing it in advance. I paid cash, I was given a tour of the room and asking what was my reason of stay by the general manager at laquinta inn hammond la. Her name is Mickey I believe, I have my receipt. So I planned this small party with 20 guests and asked can I use the meeting room since I was gonna be a quest and I was told NO they don't do parties after she had alr day told me it was okay to have a few kids in the room. She even asked me their ages and they are all under 10 years old. My child will be 7. So I went in today to cancel my reservation only to be told they will mail me a check, wtf I don't have money to lose or waste. I paid cash so what's wrong with giving me my cash back! I got over the fact she lied to my face about having the kids there for a small party then when I asked about the meeting room I was refused to use a space I'm entitled to being a guest! I swear she was rude as [censor] and didn't even wanna face me she was sending messages thru one of her employees until I asked to speak with her myself then she came with attitude. Like why do me that? Why take my money and don't wanna give it back? She claimed that they will mail me out a check today which is 6/8/17 if I don't have a check by Monday I will be filing a civil suit because that's ridiculous and dead wrong how I was lied to led on a mistreated by someone of higher authority! I want my money, I need my money! My daughters birthday is ruined because if this

I complained about the price I was given on the phone when I made my reservation was different than the one I had been given when I checked in, and a manager named Daniel Castillo was very nasty to me telling me I called a call center and he has no control on them, he then asked for a special Identification that shows I work for the company that gets discounts otherwise he will ride my prize, Telling me that anybody can lie to get a discount, he also told me If I didn't like it I can take my business somewhere else which I did and he also said that I had to pay all my staying in full the day of the check in . Note that I never yelled at him or disrespected him in any ways ... if he can handle an upset customer with courtesy, he shouldn't be a manager. I hope something gets done about this situation.

To whom this may concern,

Hello, my son was staying at the La Quinta inn and suites in Oklahoma city quail springs location. I was paying on my behalf for my son and daughter in law because he was going to propose to her that Saturday night which I purchased and sent in my credit card authorization form to them because I was not there. He was staying there from 5/26/17-5/30/17 memorial weekend. My son name is LeThanh Thanh. Everything went fine and that Friday he checked in and it was fine that late night he wanted to make it perfect before she comes Saturday. So he asked the night lady to switch room name Candace I believe he said. She was nice enough to say she would change him from his room to the safari room with no issue since the room was a bit small and it was for a special occasion. She said he didnt have to do nothing and in the morning all he had to do was give the room key and they will switch it out for him. So next morning he did just that and he explained what happened and my son said that they were giving him a hard time about it. Then they the manager asked him where I lived he said fort sill Oklahoma and then he said then why did this fax come from the Northwest Library when it was none of his business. I faxed it from there because I had a business meeting to attend to. The manager name is Steve Thompson I believe. So he told my son to pack his stuff and leave the hotel. My son was so embarrassed and packed up and left. I am so frustrated and very very upset. The manager could've told him to fax my ID and my credit card i would understand but to go through and embarras my son like that was uncalled for. He had to go to a different hotel and switch his plans up for the proposal. I am very unsatisfied with his actions and his management. This is not the right type of customer service that LA Quinta should have. I hope there is something you can do about this or do something where Steve Thompson won't treat another customer ever ever like that again.

I had made a reservation with laquinta downtown Dallas through Priceline. My room was paid online, after traveling 5 hours I go to check in, give my license and credit card and I'm told we don't take these cards. Ok so I pull out a different one, same story with an awful attitude from manager. I explained my room is paid, my cards are good, what's the issue. I was told I couldn't check in, even though I had what was needed, and that's why he tells ppl not to make reservations with places like Priceline! The manager had no customer service skills, it was like he was intentionally being rude and enjoying it. Just wondering if it was because I'm white, my husband is black and our biracial daughter was with us? That's what I felt the reason was that we lost our $ on the room and had to go find a room elsewhere.

My name is Whitney Vance. I recently stayed at your 7115 Coastal Palms Blvd Panama City Beach location from 5/19/17-5/21/17. While my stay there was good, it was afterwards that things went downhill. I have stayed at other locations and had a great experience. In fact, I stayed at the Pier Park location in Panama City last month and have given many good reviews!
Upon review of my bill, I noticed a 20 dollar charge for blood on a towel. Yes, I was at the end of my menstrual cycle so some blood may be expected when I dry off. Also, I had a small cut from shaving that also probably contributed. I called to question the charge. 20 dollars seemed a bit steep. The first person I spoke to obviously has not been trained well in customer service and was extremely rude and told me "that's just the way it is" and "nothing can be done." So, I waited until the general manager, Kathy Barrs, was back. I explained my concerns. As a physician who works in a hospital, I find it a bit odd that towels need to be thrown away. If we had to throw out towels and linens every time they had some blood, we would be out of business. Anyway, she explained to me that there are new regulations that state a towel cannot be reused with blood on it. Ok, fair enough. But TWENTY dollars for a small towel that felt like sandpaper to my skin? I was quickly informed that the towels SHE purchases are that expensive. (Well, she is getting ripped off and should find another vendor bc those towels are not worth twenty dollars but that is beside the point.) It became VERY apparent to me that she does not know how to manage a hotel properly or work with customers. As someone who lives not too far away and will be making regular trips to the beach, I will NOT be staying here ever again. Considering, my weekend stay was 407 dollars, it will be out more than twenty dollars in the future.
I thank you so much for listening to my concerns.

I arrived at 4 am after a long drive to get a room. I was sent to several rooms. It's started in room 523, where the door wouldn't open. Room 2 was 111 where the bed was unmade like someone was occupying the room, room 3 was 412 that smelled like marijuana and the floors were extremely sticky, finally room 4 was 519 that had hairs all over the bed, black specs of dirt and crumbs, blood stains, etc. I was so exhausted I couldn't move anymore so I asked for some clean linens and ended up changing them myself. The front desk agent could even assist me because she was there by herself and couldnt leave the front. I would have left but after a long trip i was exhausted. I was told to call the next day to speak with a manager. When I called she avoided me all day. I spoke to one of the front desk agents who said it would not be likely that I got a refund. I took a minute to inform him that la quinta has a 100% customer guarantee policy or the room is on them, and I am far from satisfied. As if that was not bad enough, all the cleaning ladies were smoking and hanging out by the entrance as I was leaving so I had to walk through a puff of smoke as I was leaving. The customer service is atrocious here and so is the accommodations. I would never stay at this la quinoa ever again. This is absolutely sad because I have stayed at other locations and my service was great. I should definitely be reimbursed for the lack of professionalism, service and accommodations. This was extremely disappointing. See my photos below as I did take some photos after I realized it wasn't just one issue.