Complaints

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• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My wife and I checked in on Friday night (4/18/25) and were staying until Sunday. We are from Dumas but live in Nebraska now and my wife used her Texas ID to check in. On Saturday my sister came to the hotel with her kids to visit in the pool area and so her kids could swim. A few minutes after we got in the pool a mtc man came and notified me that we could not have guests in the pool and THEY DO NOT RENT TO LOCALS. He also said the manager was calling the cops. I said nobody has told us that and that I was actually a resident of Nebraska. I told him there was no need to call the cops we would get out of the pool.. He said he would go back and talk to the front desk. As soon as I got out of the pool the cops were already there. We were told once again it was their policy not to rent to locals and we were asked to leave. The way it was handled was completely uncalled for and embarrassing for myself and my family and we should be refunded.

  Business Response

  Date: 05/02/2025

   I called and spoke with the guest and and have refunded her total amount of her stay back to her. Upon what was told me by the front desk these were local people from Dumas, The guest stated they were visiting from Nebraska and were formally of dumas. I instructed my front desk if they provide valid drivers license showing a nebraska address they we could change the address on the reservation and I would allow the guest to stay; but all the people they had up at the hotel approx. 11 individuals from dumas would have to leave the hotel since none of them were guest. I instructed the front desk if the guest of the hotel wanted to visit with the people from Dumas that they could go to their houses, that I wasn't having a bunch of local people who were not guest of the hotel up there using the pool and amenities reserved for our hotel guest. The guest said no and did not provide a valid drivers license in order to change the reservation for the guest to stay at the hotel. At that point the guest were asked to leave the hotel and were escorted off the premises by Dumas police.

  Sincerely

  Jim *******

  General Manager

  La Quinta Inn & Suites

  1912 s. dumas ave

  Dumas, Texas  79029

  806-934-5515

  Customer Answer

  Date: 05/02/2025

  I am rejecting this response because:

  Our money was refunded in full.  Aside from that everything in the managers statement is a blatant lie and I also believe that referring to paying guests as locals is discriminatory and bad business.  
  1. I was NEVER asked to provide my ID by hotel staff.  
  2.  There were 5 people with me at the time the incident occurred.  
  3.  My wife checked into the hotel the previous night with a Texas ID and Dumas residence, it was never brought up to us that this hotel does not rent to “locals”.
  4.  When me and my guests got in the pool we were immediately confronted by a hotel maintenance man.  He stated that we couldn’t have guests in the pool and they don’t rent to locals.  The cops had already been called at that point!!

  5.  I provided a Nebraska ID and was still asked to leave the hotel and I complied all of this without incident despite the extreme misjustice and embarrassment.  
  6.  An employee showed us a text sent from the manager that stated they would not have people having parties and doing drugs in their hotel.  This couldn’t be further from the truth on my families part.
  7.  As we were escorted from the hotel a woman who we know resides in Dumas was checking in so the idea that “locals” can’t rent there was a lie.

  This incident was extremely embarrassing for me and my family.  I want an apology at the very least for this.  Had I been planning a drug fueled party like this manager suggests it would be different.  It was a chance to spend a little time with my family who I hadn’t seen in months after our moved to Nebraska.  It was handled in the most unprofessional manner I’ve ever witnessed.