La Quinta Inns & Suites
reviews and complaints

I stayed at the Laquinta in Los Angeles. The hotel is under renovation and nothing was working such as the swimming pool dirty work out facility and my tub in room 912 was blue not clean at all. We were quoted one price as a group get there was told by Angelica(staff) this is a new day and walked off while we were still talking. She was rude and unprofessional. I will never stay at the Laquinta again. Also, there a total of 4 days and they never clean the room. I'm so upset with the overall treatment. My sister will be sending pictures of how dirty things were. Should I send this to Wyndham since they are purchasing Laquinta. I would like to have my room comp my telephone number is [protected]. My name is Audrey Dones reservation under James Pittman. Thank you

On June 1st, 15 minutes before we arrived at the Festus, MO location I booked on Expedia.com. Upon arrival I checked in and MS Racheal Sweet at the front desk ran my credit card. I told her that I paid on Expedia already, but she stated it was just a standard thing they had to do. She checked me in and I went to get my family and when we got in our room in was a King room when I booked 2 Queen beds. So we went back and she gave us a different room. In the second room the floors were sticky and dirty so my wife went back and got cleaner and we sprayed the floors and wiped them down. There was also long black hair on both sets of bed sheets. We checked out the morning of June 2nd. When we got home that night I checked my credit card and noticed not only was I charged by Expedia I was charged an extra $128.09 by MS Sweet at the Festus, MO location also. So I was charged twice for the room. I called Expedia and they put me in touch with that location. MS Sweet happen to be the one that answered the phone. When I explained to her the situation and she stated that I booked the night before and didn't show and that is why I was charged twice. Then when I explained to her that wasn't possible she stated how bad of company Expedia was and that she would recommend never using them. She also stated that she couldn't help me, but the next time we came through which is never that she would make sure we got a good deal and a really good rate. The service we received is totally unacceptable and I don't care about her excuses. I'm the customer she double charged me and should of been helpful in resolving the situation, and by the way Expedia was more than helpful, and I will use them again.

Made a reservation at your Stamford Ct Inn for late arrival on Saturday June 9. When we arrived they would not let us check in because we only had cash. Was told then that all customers need to have a credit card to charge this incidental fee. We did not have a credit card and offered to give $50 in cash to hold til next day. They said no and we then spoke to a representative on the phone offered no help. We will never stay at your hotel ever again and will not recommend you either. This never happened before at your inns around the country. Your reservationists should advise potential customers of this policy when customers call. We had no room and it was 11:30 at night. Never again! Big disappointment!

Alan reese sr booked through expedia #7358006115404, a room @ lq inn austin capitol/downtown, for one night 6/8/18. When ready to retire, I immediately noted the sheets on our bed had been slept on already. My son turned back his bed and received a white sticky substance on his right hand and fingers. I immediately phoned the desk to complain and to ask for clean linens for both beds. The clerk stated he would bring them up as soon as possible. Twenty min. Later my husband and I went down and got the sheets from the clerk, who didn't acknowledge our distress. On checking out in am, the clerk apologized, and offered to take care of our night's stay. I thanked him but let him know I would notify corporate as this is not the lq I am used to. Lq has always been our hotel of choice, wherever we are.

We stayed in the Manassas, VA hotel for 1 night to attend a concert. Horrible experience. Had to go out and track down a housekeeper to get toilet paper. Was charged the $250 cleaning fee (more than the room rate!) because the housekeeper, smelled "weed". Apparently there was proof of the fact that we had smoked something in the room, but they have failed to present the evidence to me. I also asked for a call back from the manager, but that hasn't happened either. Look, we went to Manassas for the Dave Matthews concert...weekend of a horrible storm, got soaked, didn't get to see the concert. Our stinking wet clothes were in the bathroom all night with no ventilation and we had a pizza out all night. Maybe the room smelled bad the next morning. We did not break any of the hotels rules and nothing was smoked in the room. Isn't that part of running a hotel? I mean, they allow animals in there. You would think they would have a better ventilation system. First and LAST experience at a La Quinta.

June 8, 2018
#6968
When we walked into our room, we found personal belongings of another traveler. We immediately contacted the front desk and we were told to come back downstairs and they would assign us another room. However, the hotel was SOLD OUT and they had NO other rooms available. Absolutely unacceptable. They then proceeded to book us into a nearby hotel of substantially lessor quality without asking us if this solution worked for us, with no concession on rate, but gave us 20% off of a future stay at their location only.

This is what happens when an Assistant, Assistant General Manager, and Regional Manager comes up with, Very Sad Customer Service.

Assistant General Manager Alicia D'Angelo gave me a gift bag with 2 waters 3 candy bars and the room keys to other hotel. After reading:

La Quinta Corporation would become a $650 million annual revenue company, employing approximately 9, 000 people.

Most company's this size is a lot better than 2 waters 3 candy bars and go to other Hotel.

Someone else put their nameand information on my email address... La quinta say it is my responsibility to find that person and ask them to call la quinta to be removed. Therefore even though im trying to book 14 nights... Those nights cannot be at la quinta. That is the most insane policy ever... My email has not been hacked... So only I would get the reset password request.

Night attendant of front desk refused to provide extra towels stating "I'm not the towel guy". This Is Despite my double queen room only having 3 towels for a family of five. He stated we could ask in the morning. This is total opposite of the treatment I received from the morning attendant who was very helpful. He clearly had no desire to help because the towel room is next to the front desk

My name is Robert Fendler and recently, May 30-31, my wife and I stayed at La Quinta Fairfield-Napa Valley Inn for the night. We arrived at the Inn, and received good service from your night clerk.

After he gave us the key to the room, we went straight up to the room. Once we got settled in to the room, we went to get ready for sleep. My wife went into the bathroom and found dirt stained hand towels in the bathroom. At that point I told her to just use the larger ones since we were there for just one night. After getting ourselves cleaned up, we pulled back the sheets to get into bed, but to our surprise and disgust, we found numerous human hairs on the fitted sheet.
I called down to the manager and he said I would have to come down if I wanted new sheets, since he is the only one working. I went down and unfortunately he did not pay attention to the size bed we were in. When I went back to the room, I found out I was given queen sheets and we had a king bed. So I had to go back down to get the correct sized sheets and pillow cases. After stripping our bed and then having to make it, so we could sleep, I asked the night clerk if there would be any compensation for us having to deal with making our own beds and being received by dirty linen and towels. He informed me that I would have to talk with the day manager, Rabia, in the morning.
We got up and had to leave the Inn to head to our destination before 8 am. The night clerk said that Rabia would not be in until 8 am. I let him know I could not wait as we had another appointment. I asked him if he could call her by phone so we could manage this issue before I left the Inn. He said he could not call her so he took my information with name and number and complaint, but I did not hear anything from Rabia.
Today, June 4, as I am healing from surgery I recently had at Stanford, I decided to call Rabia since she had not contacted me since May 31. I am getting the feeling that customer service is not important to these clerks/managers of yours. They are friendly, but not very helpful, or empowered to help your customers. Rabia told me that she can not do anything either, that I must contact you by email if I want my complaint heard.
I have refrained from leaving a review online or anywhere else because, coming from a customer service background myself, I would do anything to make my customers happy and to fix any issues immediately. So, now you know my story and I am wondering how quickly and appropriately this complaint will be handled by you. I am hopping that this will not be another passing off of the complaint.
I feel that this issue is a low level issue that could have been handled that night or next morning and would have enjoyed our stay much more. I have always had good service from La Quinta in the past. Please help me to see through this one recent disaster of a visit.

Sincerely,
Robert Fendler
[protected]

This is the email I sent to the GM, Sam A.
His response is the following:

Hello There,

Sorry for the inconvenience. I did the investigation on this issue and found out that the night auditor didn't tell anything about that incident to my manager and this is why she didn't contact you after your check out. Also, since it's a pre paid reservation I cannot provide you any further discount.

Thanks,

Sam A.

I was not looking for a discount, but more like a compensation for working as an employee to make the beds and go up and down to get the linens. It should not be my job as a customer to do the work of the Inn. I am not looking to get paid as an employee, but how about some consideration or refunding of my stay costs? Anyone care about the treatment of your customers? This was an Inn and Suites location, expecting better service than we received.

I rented a room on Sunday June 3, 2018 at la Quinta inn .. Clinton, SC it was 3:25 when a man just open my door without knocking on door. My wife was half naked on bed. He didn't even apologize. And then he continued to leave door wide open and telling us that we should have put the do not disturb sign on door. Really it was our first night there why would anyone even enter my room like that..I felt invaded of my privacy.i am a truck driver and the reason I got a room was to feel comfortable and that was not the case. I couldn't sleep all night I tossed and turned I even blocked the door with sofa. And I even complained after it happened to front desk but nothing was done not even an apology. Then in the morning as when we checked out I complained again and this time wanted a refund. And they told me that the general manager Mr. Amit Pal would call me when he got into office..he never did. So I called back and called back and finally got a hold of him on Tuesday June 5, 2018. He was rude and said he couldn't give me my refund. I told him he had to and he continued to say no .I told him I would take this to court.he said over 55 dollars go ahead. The point is not the money but I felt violated of my privacy.

My husband and I stayed at this facility from May 22 - 27. It later that night when we returned from an affair with family that they begin demolishing the flooring. On day 2 they begin construction tearing up the ceramic floors literally steps away from our room. It created a mess for us to walk through. On the third day I wanted to go for a swim and sit at the pool. The hallway was destroyed with pieces of the remaining tiles that were dangerous to walk on. As I was relaxing poolside I was disrupted by flying Styrofoam from the trash container. It was flying in the air and landing in the pool with other debris. I myself couldn't stand to look at it while relaxing so I gathered it from the pool and the walk ways and deposed of it in the small trash receptacle. I contend that the huge trash container was too close to the pool at anyway. I am dismayed and feel taken advantage of as a consumer. There were no signs of work or construction displayed. I can be reached for further conversation.
Consumer of Dismay

I booked a room via Expedia for one night. La Quinta and Expedia took money out my account over $400.00 for this one night. Attachment follow. When I booked this room I was assured that all monies was paid via my visa. I checked out and the clerk as me for payment so I was under the impression that Expedia asked your company to collect. I want my money.

Hi, my name is Carrie Macomber. My boyfriend and I stayed at your hotel in NW Portland, Oregon on Friday, June 1st and Saturday, June 2nd. We specifically picked your hotel, even though it was a bit far from downtown Portland because of the indoor pool and hot tub. I'm disabled and have a condition called dystonia, a muscle movement disorder localized in my ankle. I knew we'd do a bit of walking so I was looking forward to swimming and relaxing in the hot tub. We had to check out today to return to Eugene for work, so on the way to the pool, I was told that the pool was closed for maintenance until 11am. Needless to say, I was not a happy camper. Everything else was perfect from the staff to the room. The front desk gentleman did give me a small discount, along with a goodie bag (he did feel very bad). I don't make much money, and it cost me a little under 300 dollars for two nights. Again, I was there for the pool and hot tub! My boyfriend had never been to Portland, and I was trying to make everything perfect. Plus, the Rose festival parade happened last night, and we were stuck for 4 hours trying to get back. As a result, I was tired and sore and that's why I really was needing to swim it out and heat the area of my feet in the hot tub. There's a hotel here in Eugene, so I was wondering if my boyfriend and I could go swimming there on one day or if I could at least get a free night or reimbursed for one day?

Hi mu name is vicky im traveling alone and it was so scary to have to wait multiple times out side my room when I was lock out of my room multiple times because of the door that was broken the first 3 times I couldnt get in my room they send the maintance guy to open it and his master key wouldnt work it was the door that was broken they didnt pffered to change me rooms by the 5th time I got lock out I just left and stayed some where else its so frustruating having to deal with not being able to het in to ypur room late at night and the front dest guy didnt care he just made new copys of the key and said here try that even know I told him that the key wasnt the problem it was the door lock he didnt care and send me back and forth with a bad attitude. Me and my husband travel all the time and we loved laquinta we have stayed with la quinta before for a period of 15 days and multiple of other times in other trips but will not longer be doing so. My phone number is [protected] if you guys decide to call me

My husband and I reserved a suite at the laquinta over the internet at 60 state farm parkway birmingham, al. We came for the sec tournament held in hoover, al. On may 23rd 2018, after a long day at the ballpark, we arrived at the hotel anxious to get into our suite and have room to relax for the night. However, we were completely disappointed once we got into the room. Upon entering, we noticed that the door frame was separated from the wall and the door locking mechanism area looked pryed into as you can see in the photos attached. We did not feel safe at all. I had to sign a paper saying we would not smoke which neither of us do as to why we booked a non smoking room to begin with, however the room smelled so much like smoke it was awful! The bed sheets had stains on them which I also have a photo of. It was too late to go try to find another room in the area, so we decided to just gut it out. Imagine if this wasn't enough, at 5:30am we were woken up by a wake up call we did not ask for. I feel I paid a quality price to receive a non quality room.

I stayed at the La Quinta in Edmond, Ok on 5/25. I looked at my checking account the next week and noticed that my charge of 122.36 was taken out of my account twice. I called the Motel in Edmond. The person I talked to said that he would have the manager call me the next day because only the manager could take care of this.
No phone call the next day. I called back. I was told the same thing. It has now been a week and nothing has been done. I have reservations at a LaQuinta in Norman the end of this month, and another at a LaQuinta in Wichita Falls in August. If I don't get my money back immediately, I am canceling all of my future reservations.
My name is Debbie Snider [protected]. Folio# [protected].

Blanket from pullout sofa filthy under pull out sofa dirty Used q tips and tissue huge crack in ceiling floor base coming off by bathroom tub stained and dirty fan in celing bathroom looks like never been cleaned, got pictures of everything not usually what we get when we come here I spending three nights in a double queen suite every time i come to Richmond I stay here and after this time don't know went down stairs told lady working all she said was she would give me 3o dollars off

To whom this may concern,

My name is Sheryl Coleman and my family and I stayed at the La Quinta Inns & Suites May 4th - 6th in Lagrange, Georgia. After 2 days of my 2 sons itching and having tiny bumps everywhere, I felt it was necessary to take them in for medical treatment. We were told that both of my sons had bed bug bites and one of them contracted a staph infection from the bites. I have called La Quinta in Lagrange over 7 times to speak with a manager. Each time I was told the manager was not in or they were with a customer(s). I have been overly patient due to this situation. I finally received a call back yesterday from Jacob. He researched my stay to only say, "I'm sorry that happened to THEM!" I explained to Jacob and 2 guest service workers that both of my kids has had perfect attendance all year and due to this situation, one was out 4 days and the other was out 6 days. I also explained how important education is in my home, but again all I received was, "Someone will get back with you hopefully in a few days." That's not good enough when La Quinta Inns & Suites is our main stay hotel for vacations. The first time I called which was May 9th, I explained to the guest service rep that my kids had contracted bed bugs, we were in room 220 and that situation needs to be taken care of. I also asked for a manager in which "she" was not in and my information was given to the rep. I would like for someone to call me pertaining to this situation.

Sincerely,

Sheryl Coleman

I booked 3 rooms for a conference front desk failed to take proper measures in securing one of the guests credit card info and took it upon themselves to charge my card for 2 rooms without my permission causing me to have several overdraft fees due to their negligence. As a result they would not help me and I was at a loss of over 600.00 in overdraft fees. Please do not stay here. Awful hotel and service.

A release of my funds, its been weeks, i have been callin back & my card holder sayin la quinta aint send release form, now i call back & la quinta say they did, but no manager is there now to send it to me, so i can send it to my card holder, my card holder says i can have access to that, its really sad um goin thru this, this long, if you look on file & see how many times i called and how long its been