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Booked 2 rooms for 3 nights at the New Cumberland La Quinta. Our arrival date was 20 July departing on 23 July. Itinerary #R6486935157, booked through Reservation Desk. Due to airline delays, we did not arrive at the hotel until 3am. Upon arrival, we were told that as of 2am we were listed as a "no show" and our entire reservation was canceled with no refund. Informed that this is La Quinta corporate policy to do a night audit closeout at 2am. The staff on duty stated he could offer no assistance. We even offered to do a "new" reservation and he stated that he had no availability (even though he had just "no showed" me on 2 rooms). After receiving no help from LaQuinta, we had to visit hotels in the surrounding area at 3 in the morning to locate alternate lodging. Ironically, another Wyndham property was perfectly happy accommodate us. When we related our story, the manager was astounded at the actions of La Quinta. Our loss is that we ended up paying twice to spend 3 nights in Pennsylvania. The total loss for the entire reservation is $664.66. I was not a no show. I was late (by 1 hour) due to circumstances beyond my control. I had even called the hotel several days in advance to let them know I would be a late arrival; I was never informed of the 2am cutoff. If I had known about that, I could have checked in by phone.
Claimed loss: We ended up paying twice to spend 3 nights in Pennsylvania. The total loss for the entire reservation is $664.66.
Desired outcome: I would like a personal response concerning the issue of the no show policy. Ideally, I would like a full refund from La Quinta. At a minimum, I would like a refund for the last 2 nights of the reservation ($443.10).
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That is heartbreaking and unfair. You did everything right by calling ahead. Here is a practical path: call Wyndham corporate (not La Quinta directly) and explain that you were charged for a no-show despite calling ahead, and ask them to transfer that reservation to the Wyndham property that accommodated you, or to issue a full refund. Also, dispute the $664.66 charge with your credit card as "services not rendered" because you arrived and were refused entry. In the future, always get a name and confirmation number for late arrivals, but you already know that. You deserve better.