La Quinta Inns & Suites
reviews and complaints

I am staying in LaQuinta in Jacksonville, Texas. I normally stay at Holiday Inn as i am a Spire Elite member. My company booked my room this time. I checked in on Wednesday 9/12/18 checking out Monday 9/17/18, room 112. Check-in was not pleasurable, just matter of fact, no smile, not a welcoming attitude. I found my room to be clean and the room fits my needs for a few days. On Thursday 9/13/18, someone was trying to get on my room. This was around 8:30 in the evening. They did not get in my room as I told them to step away from my door. I got dressed and went to the front desk to inquire. The young lady at the desk explained that the computer showed i had checked out of my room. I explained that i was checking out on Monday. This could have been a tragic mistake if my room had been entered! I am traumatized over this situation and i no longer have confidence in the capabilities of the employees of this establishment. I tried to speak with the manager this morning and was told she won't be back until Tuesday. I think this is something you should know. Maybe your employees need better training. This mistake should not happen for any reason. I even had the do not disturb sign on the door handle. Why didn't they try to call the room instead of trying twice to enter my room? I also didn't have any problems with my key card the next day. If my room had showed checked out, my card should not have worked at some point. I haven't had any issues with my key card. Something is wrong. It's Friday and I hope I don't have anymore issues with my stay here. I will also inform my company of the choice they made for me and suggest a different choice of hotel in the future...

The whole experience was horrible. The hotel is nothing like an other la Quinta The lobby smelled of Carpet freshener had not elevator, the carpets in the room were dirty, the toilet had a turd in it, there was a dirty kleenex on the floor. Bathroom hadn't been swept or mopped. Customer service was horrible. No refund cause they offered another room!

I am very disappointed with La Quinta. I have only one channel I like to watch on TV. Every channel worked on the TV guides but Fox News. (Channel Temporarily Unavailabe (65))I feel with all this BS going around today with politics, it seems to have hit here in Las Cruses. Sad. Sad for me, sad for my stay. The problem with this is... I don't think La Quinta cares.

I am a travel agent that checked into your La Quinta Inn property in Indianapolis, IN 5120 Victory Dr. on Friday, Aug. 31, 2018. I had booked 5 rooms for this property. We arrived late in the evening at approximately 10:30 pm.
Upon entering the building, I smelled a distinct odor of natural gas. This property is still under renovation and I was not sure what may at that time be causing the odor. I had elderly people with me, some as old as 91 years of age. I was somewhat alarmed, but due to the late hour, I went ahead and checked everyone in, knowing I would investigate further the situation. I felt it was too late to try to find another hotel and assumed the hotel had this under control at this point.
To begin with, the hotel had our reservations wrong and only had us for 1 room, as I had in fact reserved 5 rooms. They told me they were sold out but the evening manager came when I requested that she help in the situation. They did book us into 5 rooms scattered throughout the hotel. I took a room on first floor near the lobby area. I still smelled the gas odor and called the front desk where the manager assured me they had the situation under control and had called the gas company. I felt very uneasy as I could smell the gas in my room and was too concerned to go to sleep as I am well aware of situations (including in hotels) where there was in fact a gas leak and people had either died from carbon monoxide poisoning or there is a risk of explosion.
I went to the front desk and once again addressed the issue. I was told that protocol was being followed and the gas company was contacted. She also told me that they thought it was from small gas lanterns that had been used for a party earlier in the evening and they were airing the building out by opening doors. I knew this could not be the cause of the odor and told the manager, that was quite young, that this could not be the case and that it was most likely a gas leak. She again, stated, she was following protocol and had called the gas company. I know in situations like this, 911 should be called and the fire dept. needs to check to see if there is a situation that could cause an explosion as they are equipped to check the building for the leaks and alert anyone to danger.
I at this point, felt very concerned that people's lives were in danger and I noted that there were also individuals smoking and there were lighted cigarettes near the area where the gas was very strong. I made the decision to call 911 myself and the fire department told me this was in fact a dangerous situation and we should exit the building until they were there and could access the situation. I called everyone in my party and told them they needed to immediately exit the building.
Upon arrival, the fireman asked me where I smelled the gas and I told him immediately upon entering the lobby. He asked the manager did she not smell that and she just looked shocked.
They did in fact discover a gas leak and the fire dept. shut it off. The gas company never arrived and the fire dept. took care of the situation. Protocol should have been that 911 should have been called by hotel staff and management to insure the safety of all guests. They did not and I as a guest, was the one that placed the call to 911. The management told your customer service dept. they had called 911 but that was not true.
I am amazed at the lack of safety protocol that was done in this situation and also that there was not a maintenance person or supervisor on property trained to handle this type of situations. As a travel agent, I know there are suppose to be trained maintenance personal to handle these problems.
This hotel put many lives in danger this night and La Quinta would have been liable for millions of dollars in a potential loss of life situation if people had carbon monoxide poisoning or an explosion had occurred.
I also was overcharged for rooms I never utilized and had to go through the customer service dept. to at least get the overcharges corrected.
In all my years as a professional travel agent, this is the worst situation I have ever encountered, the lack of professionalism, safety protocol, confusion, etc. We also had no hot water as a result of the necessity of turning off the gas leak.
In dealing with your supervisor in the Customer Service dept., all we were offered was a correction of overcharges and a $109.98 refund for one room.
I will never book another La Quinta property again as a travel agent and due to the poor and insulting response from La Quinta including hotel management, ownership and customer service, plan on writing some very scathing reviews against your brand and in particular the area of guest safety and concerns. I also plan on writing a review and complaint with the BBB Bureau. I am also considering contacting some news media outlets to call attention to the dangerous situation lives were placed in this hotel.
I hope someone in a higher position of authority will address this situation other than the supervisor in customer care.
Sincerely,

Carolyn Lawrence
[protected]
Owner, New Phase Travel

I'm so furious with la quinta inns, , I'm a frequent customer with your benefits even and I'm thru with you! You teach your clerks to give patrons a more expensive room even when the inn is only a quarter full, I suspect they receive commissions on rooms they sell but on line you advertise rooms much cheaper. I stayed at the la quinta inn 6404 E Broadway Tucson Az on 9/1 room 104. Get this, , I checked in at 5am, , was charged FULL price $65.00 to sleep 4 hrs and go. I stated I needed the room till about 4pm to get some sleep as we travel AZ at night. The man said no, , so I only consented to the 4 hrs at the time. I get to room to find 2 FULL size beds, , the other la quinta in Pheonix Az gives you queen or king for that price. So at about 10mins till 11am I go up to talk to day shift manager to get a better deal and that girl tried to get me for even MORE money, , saying a room would cost me $76.00 AGAIN to sleep another 4 hours in the SAME $65.00 ROOM! So I griped her out a little and she dropped price back to $65.00 but STILL, , , I paid $153.68 to use a room 8 hrs! That's a RIP OFF! And you know it! And I WILL make a stink about this and bother your company until I'm acknowledged about this and some sort of compensation is made to me. Period!

Concerned,

As a recent customer who has patronized your suites several times in the past, I am very upset with my recent stay at your Hayward California location.

The staff was nice and courteous, but once i get to my room which was just recently "remodeled" i was very upset to find my stay of what I'll call to be a drug house. I'll attach pictures of the door that you have to force open, rusted broken drain in the sink, holes in the wall, patched holes; rusted iron and open electrical outlets. I'd really like to speak with a corporate official about this recent stay.

Thank you,
Maurice Williams
Ph. [protected]

DIRTY ROOM-On July 31 2018, I returned to my home after a few months being away and found my home damaged by water. My insurance company quickly reached out and offered assistance by contacting an agency that handled the reservations. Upon arrival, the room smelled of urine, dirty table tops and my dog was infested with fleas after one night. Never again.

I'm a employee for Wyndham and I was treated with the worst service ever.. First they didn't want to either honor my employee dicount.. They did give me 12% for inconvenience but.. I asked tk move rooms.. Wasn't enough beds they didn't have enough wanted a roll out bed they didn't give me one.. Wanted a extra set of linen didn't get any.. Thank you for accommodating to my needs as a hotel if not next time don't be so rude. Bathroom had soap residue and ac didn't work.. Can't complain to front desk cause I'm put on hold :)

was staying at la quinta in san angelo tx, my wife was kicked out of our room in a very rude way while i was at work, for non payment when in reality they had charged me 243.00 to much and they credited me back 126.00 but still owe me 117.00 and they thru my wife on the street with all our belonging except the belonging she wasnt able to get out of the room because the maintance man was timing her and was exstreamly rude

We checked out of Greenwood Indiana LaQuinta at 6:15 am on 9-1-18. Upon arriving home & unpacking, we discovered we had left our Kindle & I-pad on the bed in Room 316. Several calls to the hotel front desk clerk and her checking the room & with housekeepers found no results. We believe the items were stolen and have filed a police report. We want to speak with the general manager. We have tried to locate the items with an App, and it appears they have been tampered with already. Need to speak with General Manager as soon as possible.

I stayed at la Quinta in auburn ( 6 th street) August 18 .
2 charges were put through they need a manager to sign the release form which she hasn't done, after many attempts from myself and my credit card company
Megan never returns calls and is never available to speak too, this must end soon!
The front desk staff are unable to help and Danielle has been extremely rude every time I call, this is madness, I just want my money released is that really too much to ask?

My husband stayed at the La Quinta in Dalhart, Texas last night. When we entered the property it did not seem clean or well-maintained. We had made reservations online and paid at that time so we thought "how badcan it be?". It was disgusting! I have attached photos for you to view.
When using the sink, I happened to glance at the sink overflow - it was filled with maggots.
There was no cover of any kind on the tiub drain, no cap on the filthy hold down bracket/screw on the toilet - I could go on and on!
Please contact me to discuss what can be done to settle this matter of concern.
Sincerely,
Donna Cannon
[protected]

we checked into what I thought was a Best Western, as all had on BW attire, signage, bill says BWplus... I find out at check in it is going to be a La Quinta. Renos going on, on 3rd floor. No big deal, but here is my problem. Upon entering the room I find that is looked dirty so if there was a patron there prior to us arriving, then no dusting or vacuuming was done. I noticed a stain on bathroom floor, ( that would have been cleaned by mopping) long black hair all over floor in bathroom, in shower, outside bathroom door, not to mention what was on carpeted floor! TV did no t work, as we had to leave I asked the gentleman there to please check tv. No problem he says, when we got back at 10:30 pm tv still not working, nothing was touched as there was dust on stand and tv was not moved! I tried to call front desk only to find out there was no phone cord to phone from wall. I went to desk told them the problems, they said they were calling maintenance right now and he will be there shortly. I waited until after 11, no one showed up, couldn't call as there wasn't a phone! It was after midnight when the crew working on 3rd floor were dragging stuff across the floor and vacuuming etc! 2 girls were arguing out side my door at 2:30 a.m.! Couldn't call front desk as ther wasn't a phone! At checkout I asked for a rate reduction as $194.50 was too high for what we had experienced! I was told they couldn't adjust price, I need to speak with manager. Guess what ...she wasn't there. They weren't sure when she would be in, we had to leave, so I said you have my number she had better call me. What is her name? Binita they said, whats her last name...they didn't know as that is what she goes by! Really, you work her and you don't know her name? No call yet, that was Aug 19 and today is Aug 30! I called BW head office and Lynn there was very nice and said she was sorry but that was a La Quinta hotel, has been since May! I told her everything says BW, the bill, the hotel, their name badges. I will be calling La Quinta when it is time to resolve this. I am furious as a customer to be treated like this. The longer it takes to resolve this the madder I become!

I filed a complaint online and over phone as well a week ago. No response. I would like a resolution before pursuing further action. Jeannette Marty
I booked thru booking.com. Called hotel to confirm details. Fridge for meds, people coming etc. Was not told about $20 charge. Once at hotel the front desk prints a different paper with room for 2 and blames error on booking.com. Proceeds to charge me for the older child. Then attempts to charge me for my 12 yr old because he did not have an ID. I dont know many 12 yr olds carrying IDs. I travel with an oxygen concentrator. I am on chemo, very ill and standing at the front desk for approximately 40mins to resolve after a 3hr drive was awful. Room was spacious for my medical machine to move but, had mold. Old cigareette smells coming from vents. We went downstairs and although the new person at the front was nicer he told me to wait till morning to see who checked out. Not good for someone on oxygen with two asthmatic kids. Next day no solution and did not see front desk person. We had tickets and were gone all day. By the time we returned it was nighttime and was checking out early next day. The extra cost thrown at us hindered our trip. The mold, toxins coming out of the vents was hazardous and guest should not be subjected. A trip to create memories became a trip we wanted to end and go home. I've never filed a complaint for any hotel till now. From economy to 5 star my experience has not been so stressful that I felt the need to pursue solution.

We booked 3 rooms for a batchlette party. We had a bus pick us up and drop us off. We arrived back at hotel around 2:45 a.m. went to our rooms. Most people went to bed as soon as we got to our rooms, the suite room where the bride to be was staying there was a few of us in there getting pajamas on, and we were laughing a little, but by no means were we loud. Next thing I no there is a knock at door and it was the police saying we had to pack up our stuff and leave. He also went to the other 2 rooms where everyone was sleeping including my mother and grandmother and made them leave as well. We weren't loud, and if we were someone should have came up and said quiet down, no WARNING NOTHING BUT YOU ALL HAVE TO LEAVE.
I WOULD LIKE MY MONEY BACK, I NEVER EVEN GOT TO USE MY ROOM, BUT THEY CHARGED MY CARD. I AM REALLY UPSET BY THIS, I STAY AT YOUR HOTELS OFTEN BUT NO LONGER WILL. PLEASE MAKE TJIS RIGHT.

To whom this may concern:

I have emailed several times regarding my stay at LaQuinta Inn near Islip/McArthur airport on Long Island, New York from July 25+ July 30. What I don't understand is that NO ONE has tried to make me feel better about spending over $1000 for those 6 nights! I thought I would at least get a phone call offering to refund me part of my bill! Why would a guest be treated so poorly?

It has been almost one month since my stay there and it still makes me feel upset labout my stay at LaQuinta.

Please, please have someone call me regarding this.

Sincerely,
Barbara Cooley
[protected]

I am a friend of one of your guest who has been staying in your hotel for over a week. My friend speaks so highly about your hotel.
Well this morning on August 27th 2018 approximately 9:30 am my boyfriend and I were invited to visit.s o we went up to his
Room he was not there so as we were leaving we passed the front desk my boyfriend got a cup of water because he was parched.then your front desk lady so rudely says with an attitude may I help u I proceed to say no she demands to know who I was there to see and to tell me the water is for customer s only I then say we r guest of your customers and she said I think it is a good idea if we lefy then I said we r leaving not to worry about it then she made me feel like I was a bad person following me and my boyfriend to our vehicle.i think that was wrong I feel as though this woman was prejudice of us being we r Mexican y would she have a problem with us getting water I don't understand and what did she think we were going to do that she had to follow us out side I would love an explanation please and to comp us a room on her or on the house .because I feel as if she was being hateful for our race.ither u fix this or I will hire a lawyer and we will resolve this in court thank you

Dear Sir or Madame,
We are on our way home from a weekend visit to Aniston, Alabama. We stayed at the LaQuinta there in room 220. The property appeared clean and well maintained. We enjoyed our stay and were very comfortable.
As we were checking room before leaving to ensure that we weren't leaving any items behind, we found a small dog bone in our bed, between the comforter and duvet cover. We did not bring any pets with us. As i said, the property appeared clean so I'm sure this was a rare oversight.
We also noticed several places on myself and the girls that appear to be insect bites. Again I believe this to be a rare instance, but wanted you to be aware of out experience in order to prevent a repeat instance. I have known people to overreact and really complain about such things. I'm attaching pictures of our bites. It may even be possible that the last pet staying there left a couple fleas behind.
Thank you for you time and attention.

Sincerely,
Terra L. Brown

My husband daughter and I stayed at the hotel on 8/21/18 to 8/24/18 I asked at check in if we could hold the room on the credit and then pay in cash or debit upon checkout they said yes. My husband called and asked again later and they said it's no problem when we went to check out they said they already charged my credit card. When it said on my end a temporary authorization only not a complete payment. Other thing was the towels we had 3 bath towels two hand towels and 3 wash cloths to start I didn't ask for extra hand towel I figured we will make do with two. When the maid cleaned our room the 2nd day she did not restock everything. She took dirty towels left us with 1 wash cloth and 2 hand towels and 3 bath towels. We asked the front desk for 2 more wash cloths and they said come get them and when I went to get them a lady said we will bring them to you. Hours later they did not bring them I walked down the extremely long corridor to see if I could pick it up and they told me he went to wrong room which I don't believe seemed like an excuse. Said he went to room 148 instead of 149. I said okay can I get them now l will wait because I'm tired and ready to go to bed. He said no someone will bring it to you so you don't need to wait this was at 11:00 pm by 11:30pm no one came so I called front desk again person said they can't find anymore to give me he can still look I said no I'm tired and going to bed will have to go to bed with dirty face. Also we ran out of bathroom tissue and facial tissue they did not restock. Was horrible stay I will never come back or recommend this hotel to anyone. If they ask which one person already did I will have to tell them to stay elsewhere. It all could have been resolved but was not that was the main problem. The front desk did not try harder to resolve the issues.

Bennett Murray Stayed there at Baltimore S Glen Burnie on Saturday night August 18, 2018 in Room #335. Phone # is410-636-4300 Got to room and no maid service had been performed and both room phone and tv were out of order. Noticed room table was messy with last occupant's food remains and no fresh soap or wash cloths or hand towels or towels. Walked to front desk and told work order in for phone and tv and i had no maid so had to take things back to room myself. Paid $111.87 as there as conference speaker. Want refunded. Will not stay again. Abraham Esquivel, General Manager, wont return multiple calls. Front desk, Daisha, says he has family emergency etc. Is now the 23rd and have heard nothing! Please contact my secretary Cherie Evans @ [protected]@gmail.com. Or call her at [protected] between 11am and 2pm.