Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2024

  Type:Facilities Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed at this hotel for a tournament at ************** a few minutes away. The first night we got there the elevator got stuck and we couldnt get the doors open. We hit the help button and no one came on so we started screaming for someone to help us and thankfully 2 other guests were walking by and helped us pry the doors open to get out. We notified the front desk and they couldnt care less. We were too nervous to get back in the elevator so we walked up and down 4 flights of stairs several times a day. For the next 2 days a lot of other guests were getting stuck and nothing was done. We were told it was looked at and it was fine. It was not fine. The hallways and the stairwells had no air conditioning so the second you left your room you were sweating and having to walk all of those stairs. The 3rd day there was heavy rain and the hotel lost power. Mother Nature is not their fault however the storm was not big at all and a building like that should have never lost power over that. They were not prepared for that and we had no air conditioning and no lights. Finally some rooms were able to get their power back but most still no AC. My room unfortunately still had no power and no AC and when I asked if I could be moved to a room that did have lights and AC I was told the manager advised the staff they were not allowed to move anyones rooms. My husband has COPD and ended up having to leave because he could not do the stairs especially in the heat. The rooms were unbearably hot and they didnt have emergency lights in the stairs or anywhere else so we had to navigate going up and down in the pitch black. I find it hard to believe that a huge hotel does not have any kind of generator. The staff was extremely rude and when we kept asking for updates we were told to go sit down well know something when they know something. This hotel was not cheap, almost $900 for 4 nights. I dont feel I should be charged after everything that happened.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation online via the Wyndham website, for La Quinta Inn from 8/13 to 8/15. On the website, it said that if you apply for their credit card, your current Wyndham Rewards will be upgraded to Gold Level -- which it indeed was -- and that Gold Level entitles you to "late checkout." The night before my arrival I called and told the man at the front desk that I was a Gold member and wanted a late check out. He said that I could check out at 12 pm, instead of the regular time, which was 11 am. He assured me that he would be at the desk when I checked in, the following evening. When I arrived on the 13th, the man who checked me in said that he was the man who had spoken to me on the phone, and everything was good, for the late checkout, at 12 pm. Then, the morning of the 15th, at 10:45 am , BEFORE even the standard checkout time, a man knocked on my door -- even tho I had the "Do Not Disturb" sign on the door. He asked if I was checking out and I said I have a late check out and will be leaving at 12 PM. An hour later, at 11:45 am, there was ANOTHER knock. When I opened the door, a man was standing there- I did not know who he was. He didnt say a word to me, he just glared at me. He had no uniform or ID, on his clothes. I was alarmed, & asked who he was. He didn't say a word. I was scared. I told him I was leaving in 15 mins, and I closed the door. There was no "chain lock" on the inside, so no way to prevent any employee from entering my room. I was a female, alone in the room. I made a complaint both at the front desk when i left, & when I returned home, with customer care, & was told a ** would get back to me in 3 days. That didnt happen. All i got was a gneral email from cust care, thanking me for my feedback. I called cust care again today, & they said they'd update the complaint but could do nothing other than that, & there was no such resolution as "a GM getting back to me." They could assure me of absolutely nothing. My **************** were violated.

  Customer Answer

  Date: 08/21/2023

  I have enclosed the receipt you asked for.