We booked 3 rooms at LaQuinta, Port Orange, FL through Booking.com. Upon check in, we were assigned to the "pet floor", without our knowing it was the "pet floor" and with no explanation whatsoever. One person was allergic, one room had animal feces present in THREE places in the room (Pictures attached). The occupants of the filthy room were granted a move to a new room, still on the "pet floor". The off and on yapping of the dogs was bad enough but the filth was just outrageous. The dog feces was seen by staff on Thursday night and when we complained at the front desk the next day, they confirmed that they were aware of the dog feces in the room. The housekeeping supervisor then came on the scene and questioned how long the room had been occupied before the occupants saw the filth and were moved. The answer was that they had been in there for about an hour or so before discovering the feces, the hotel and housekeeping supervisor then later seemed to question the veracity of the complaint, even though we had pictures. Someone apparently went in the room and scattered chicken pieces/skin where the dog poop had been, which someone in the hotel did to attempt to cover their mistake, and which the hotel flat out refuses to accept could have been done by any employee, leaving the only explanation that the guest did. What an insult! Questioning the character of the people occupying the room was beyond offensive. Someone tried to cover their mistake and put the blame on the guest. Outrageous!
· (continued from above) At the desk, the clerk agreed to make the first night free and adjust the bill on the second night, IF the owner allowed it. When I suggested that only people with pets should be put in those rooms I was told that we should NOT have been put there, but there was no offer to relocate to a non-pet area for the remaining night. The manager subsequently backpedaled on that statement during our phone call saying first that there were no other rooms available and then that pets stay in all the rooms. The desk clerk was supposed to call me the next day with the resolution; she did not. She was supposed to give our guests receipts when they left; she did not. I checked my credit card when I got home to find that the adjustment was minuscule on top of which they charged the hotel rate, NOT the booking.com rate. We called them yesterday to get it straightened out. In the course of the conversation, I was told they didn't know it was through booking.com???? They charged their rates!! I asked about the free night for Thursday that we had discussed and believed was completely warranted and I heard a male voice in the background saying "let them go to corporate". I asked who was speaking and was told it was the "owner" When I asked for the owner's name, I was told they would not give it to me. I could only know the manager's name and speak to her, even though she had no authority to override the mystery owner. To make matters worse, upon calling so-called "corporate" they would not receive the complaint because we had only paid for the room and were not the guest in the room littered with dog poop. When we tried to continue the conversation, the so called "customer care" individual hung up on us. I felt our integrity was questioned, our concerns dismissed and ultimately to say the whole debacle was not handled professionally is an understatement!! NEVER AGAIN!