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Business Profile

Hotels

La Quinta Inns

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for La Quinta Inns's headquarters and its corporate-owned locations. To view all corporate locations, see

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La Quinta Inns has 351 locations, listed below.

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    Customer Complaints Summary

    • 661 total complaints in the last 3 years.
    • 236 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/18/2025

      Type:Facilities Issues
      Status:
      Resolved
      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 the mistake of staying at the ** in Norman ********* I had stayed there in the past and never had an issue. This time was a very different experience.I checked in with my family around 3pm on 05/17/2025. The female working the front desk was **** & dismissive. I was the only person in line.They asked for my vehicle information. I told them I do not have it. She then got loud and aggressive saying it was policy. Clearly this "policy" did not take into account guest could have taken a shuttle, lift or another ride. Moreover I had never been asked to give that information in the past. After I repeated myself this female employee became rude, argumentative and disgruntled. Told me I could just leave. I said no you have already charged my card. Then she threw the keys to me. She clearly had lost her mind. When I said what makes you think you can act this way to a guest. Her response was "Im just giving you back the same energy". This person needs to be fired. Once we finally got the room. It was not clean! Went to the bathroom and the toilet handle was broken. We complained (again) and someone else was working the desk at that time and they moved us to a different room. Once we got to that room the internet did not work. The tv woudlnt work and the phone in the room didnt work. It was also not very clean. While looking to see if everything was connected we found left over clothing & a belt behind the tv. So then they moved us to a 3rd room. This room was cleaner however the ac made a noise that was so loud it was difficult to go to and stay asleep. This experience was horrible all the way around. And when we tried to call into "customer service" they said they would speak to the "manager" and get back to me. That did nothing.

      Business Response

      Date: 06/20/2025



      BBB Case #: 23473764
      Hotel Site #: 53325
      Customer Care Case #: ********

      Hello ******,

      Thank you for taking the time to bring your concerns to our attention and allowing us the opportunity to address your needs. We are sorry to hear we did not provide you with an excellent La Quinta by Wyndham experience.  

      As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night{s} or five highly discounted nights at any Wyndham Rewards Tier 2 Hotel worldwide. 

      Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

      Again, we thank you for bringing this issue to our attention. 

      *******

      Liaison, Customer Care 

      ************** & Resorts 

      Customer Answer

      Date: 06/20/2025

      My rewards number was provided in the initial complaint.

      Order #:
      228401835H

      Thank You.

       

      Customer Answer

      Date: 06/20/2025

      I will accept this resolution.

      My rewards # was provided in the initial complaint as "order #"  228401835H and is registered under my name and phone number provided in the complaint.

      Thank You.

    • Initial Complaint

      Date:06/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On June 7th 2025 I had reservation at la Quinta inn for 9 rooms for a family party about 3~4 weeks prior the reservation was made that day I get there they told me there wasnt any more rooms reserved but that I could still get a room so I got the room thinking they would still respect the group price they gave me a queen bed which the lady ***** argued to me it was a king size bed and it was NOT king, on Sunday the 8th when checking out and paying they told me it was $251.85 I asked why IT WAS SUPPOSED to be $205.85 and she didnt know what happened that she would call me back after talking to her GM she called me back and told me that because there was a fridge A stove and a dishwasher the price went up and I told her I didnt need all that and didnt even use them I just needed to sleep and showerI advised her I would do a report with BBB and she said go ahead and do it I just cant honor you the group price after I reserved 9 rooms. I believe its too unfair to pay too much for 1 night after getting several rooms they couldnt honor me the $205 I would like back those $50 difference

      Business Response

      Date: 06/13/2025

      BBB Case #: ********

      Dear Contact:

      Thank you for notifying our office of the concern filed by ***** ****. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.

      -    Confirmation number
      -    Exact address/name of the hotel:
      -    Under what name was the reservation booked:
      -    Date of arrival (exact date of stay):
      -    Room number:

      If for some reason this concern is not resolved,please contact me directly at ********************* and I will personally help address the guest's needs.

      *******
      Liaison,Customer Care
      **********************************

    • Initial Complaint

      Date:06/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Our stay at La Quinta ********************* on 6/24/25 was horrible! We checked in after 6pm and was assigned room 230. The door to our room was dented as if damaged by a crowbar and the facilities were older and showed dinginess. We were only staying one night so we opted not to be picky. The worst part was the night. A domestic disturbance in a nearby room woke us at 2am. The night manager continually called our room from the office blaming us for the noise complaints even though we were very clearly communicating it was not coming from our room and that we too were concerned. The fighting continued on and off from 2am to 3am. I became concerned when a woman or child, I could not tell, started yelling Help and let me out. We called the office to request help but were again told to stop making noise and leave. At 3:20am we ended up calling 911 for assistance for both the screaming next door and the harassment from the night manager calling our room telling us that we needed to leave. My children were terrified! The 911 operator kept me on the line for 10 minutes while a car was dispatched to the hotel. We gave permission to have the officer come to our room. Soon the yelling stopped and we were able to get some rest. When the sun came up we hurried to leave and learned that the day manager had arrived before the police had finished their investigation and left. When we approached her about the horrible circumstances she said she understood the horrible situation when we checked out and agreed that we should receive a refund. She took our information and said she would have to ask her boss how to process a refund with a room booked through Expedia. We left trusting this would happen. When we finished our trip and returned him I reached out to the property and did not get any sort of response. I then reached out to ******* who opened a complaint and inquiry on my behalf. They responded by saying the property had denied my request for a refund.

      Business Response

      Date: 06/13/2025

      BBB Case #: 23462378
      Hotel Site #: 52943
      Customer Care Case #: ********

      Dear Contact:

      Thank you for notifying our office of the concern filed by **** ******** at the La Quinta property in ***********, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation.The general manager will contact the guest on or before June 16th. As a company, were committed to delivering a great experience with every stay with us.

      Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

      *******
      Liaison,Customer Care
      **********************************

      Customer Answer

      Date: 06/13/2025

      I have reviewed the business response and would like to speak to someone from the property. This is not a resolution to our problem, but a good first step.

    • Initial Complaint

      Date:06/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 booked a hotel last year via. Priceline and stayed at the facility for a few days . I did not received the service that that paid for . The services were below expectations. The room was not cleaned properly: I had to ask the front desk guy to vacuum the floor before I entered the room. I later contacted the front desk again because after I came from work the room was not cleaned and the sheets were not changed. I personally spoke to the Manager **** Moraquin and he told me that he would ensure that the room was cleaned because I asked for it to be cleaned daily and the sheets to be changed daily as well. He told me that they change sheets every 3 days which they did not. He also told me that he would issue me points because I am a golden Wyndham rewards member.. He never issued any points . I have contacted the hotel many times and he refused to come tho the phone . He has promised a refund and has not issue that refund. I will have to contact ICE to investigate this place especially the house keeping department. He had to send an entire crew to clean the entire room while I waited outside . What type of world do we live in when hotels encourage nastiness and filthy. I am expecting my refund if $442.18 I spoke to ******** today at 6:31 pm who indicated that she is front desk manager . She also hanged up the phone after being very belligerent and rude.

      Business Response

      Date: 06/06/2025

      BBB Case #: 23405090
      Hotel Site #: 53887
      ************* Case #: ******** 

      Dear ****** *****,

      Thank you for contacting La Quinta by Wyndham *************. We sincerely apologize that your expectations La Quinta by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.

      The La Quinta by ******* chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that La Quinta by Wyndham is solely the licensor of the La Quinta by ******* trademarks and service marks to independently owned and operated La Quinta by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.

      As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night{s}or five highly discounted nights at any Wyndham Rewards Tier 3 hotel worldwide. 
      Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

      Again, we thank you for bringing this issue to our attention. 

      Kind regards,
      ******* Liaison, *************
      ************** & Resorts


      Customer Answer

      Date: 06/06/2025

      I am rejecting this response because:   This is not enough points for bedbugs bites you in beds . My health and safety were compromised as a result of your dirty and infested room. In addition, the hotel promised a full refund. I need a full refund. Those points cannot treat the trauma I experienced. I could not even take my luggage to my house. I had to deep clean my car and through away my priced possession because of the lies of the hotel staff. I asked before I moved in do you have cockroaches and bedbugs and they flat out lied to me I my face and it did not take long to see a kill the roaches and bedbugs bugs. I look forward for a full refund because those points cannot treat my pain and suffering. I am still traumatized by this event .

      Business Response

      Date: 06/06/2025



      BBB Case #: 23405090
      Hotel Site #: 53887
      Customer Care Case #: ********

      Dear Contact, 

      Thank you for notifying our office of the concern filed by *********************** at the La Quinta property in **********, *** 

      Thank you for contacting La Quinta by ********************** We sincerely apologize that your expectations La Quinta by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.

      The La Quinta by ******* chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that La Quinta by ******* is solely the licensor of the La Quinta by ******* trademarks and service marks to independently owned and operated La Quinta by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.

      Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations. 

      We regret that the guest had to contact you and our office regarding their concerns with the property.

      Our sincere apologies you experienced bed bug bites, we did not have that information in your case previously.  We did email you today (June 6, 2025) the owner information as well, please check your email and your spam folder. Please reach out to the owner of the property.  

      After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. Once again, we apologize for any inconvenience this may have caused.

      If your offices require more information on this matter, please contact me directly at ********************************.

      *******
      Liaison, Customer Care
      **********************************
      Office: ************

      Customer Answer

      Date: 06/06/2025

      I am rejecting this response because:   I have contacted the hotel many times and I noted that in my complaint. This is not the first time I have contacted you too when the incident occurred and you did not respond either. I need you ******* and the hotel to issue me my refund immediately. You have accepted that you all are wrong and I dont see what you are having a hard time to to me my refund as the hotel indicated that a refund will be issued and he will get back to me. Its been a year or almost a year and you and your hotel have failed to issue that respond. Why would you allow a company to carry your brand name and they are not following protocol. Have you visited this hotel ? You not know what guest are subjected to on a daily basis. I need my immediate refund

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We booked this hotel for an overnight stay on a road trip. We arrived at 8 pm and checked in. There was homeless people and crackheads lurking the property. Once we got into the actual room we noticed it reeked of cigarettes and the smoke detector had a plastic bag over it. The bed/bedsheets had stains all over it and within 30 seconds we left because it was a health violation & utterly disgusting. We couldnt even breathe in the room it was so gross with cigarette smoke. After explaining our concerns with the front desk they just said no refunds and sent us packing. Ive never been so wronged in my life and I can not accept losing $100 because of this. A health inspector and police need to be sent to this property and it needs to be shutdown.

      Business Response

      Date: 06/05/2025

      BBB Case #: 23418430
      Hotel Site #: 53151
      ************* Case #: ********

      Thank you for bringing to our attention the concern submitted by Mr. ****** ******* regarding his recent experience at the La Quinta property in ********, ******

      At Wyndham, we are committed to ensuring that all of our branded properties deliver exceptional service and quality accommodations. We regret to learn that Mr. ******** experience fell short of these expectations.

      Please note that while our properties operate under the Wyndham name, they are independently owned and managed by franchisees. As such, property management is responsible for daily operations and for upholding brand standards.

      With regard to the request for a refund, we would like to clarify that the ************* team is not authorized to process refunds. However, in an effort to make amends and as a gesture of goodwill, we would be pleased to offer ***** Wyndham Rewards pointsenough for a highly discounted stay at any of our hotels worldwide.

      If you are not yet enrolled in Wyndham Rewards, you may join by visiting the link below:

      ***************************************************************************

      Once enrolled, please reply with your Wyndham Rewards member number, and we will ensure the points are added to your account.

      Kind regards,

      *******
      Liaison,*************
      **********************************

    • Initial Complaint

      Date:06/03/2025

      Type:Order Issues
      Status:
      Answered
      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 am writing to formally express my deep dissatisfaction and concern regarding the billing practices and overall experience related to a stay at your ***** location, La Quinta Inn at *******************************, beginning March 3, 2025, under the name of my son, **** ******. The stay was related to an insurance claim and necessary home repairs, and was coordinated through *************, a third-party company that assured me your La Quinta was a regular partner and offered reasonable extended stay rates.Prior to booking, I contacted multiple local hotels to compare rates, and I was specifically informed by your staff that the rate would be $85 per night, with a one-time $75 pet fee for the entire stay. Based on this representation and ************* confirmation that they frequently work with your hotel, I moved forward with the reservation.However, after ALE notified me that my coverage limits had been reached, I requested to review the invoicesonly to discover that your hotel had not honored the quoted rate. Instead, your billing reflects significant price gouging, with charges for many nights exceeding $200, and no consistency in nightly rates, which is wholly unacceptable for a hotel of this type and location. This hotel is not a luxury resortit is a modest property near a highwayand the rates charged do not reflect the condition or category of accommodation provided.This appears to be not only deceptive but potentially fraudulent behavior, particularly in a situation involving insurance claims. I believe this constitutes a serious breach of ethical business practices and possibly insurance fraud. I am appalled by the lack of transparency, professionalism, and integrity displayed by both La Quinta and **************I requested a complete breakdown and explanation of the billing and rate variance.An immediate refund or adjustment of any charges above the agreed-upon $85 per night. Written acknowledgment of this complaint address it, they never replied.

      Business Response

      Date: 06/04/2025



      BBB Case #: 23412818
      Hotel Site #: 53067
      Customer Care Case #: ********

      Dear Contact:

       Thank you for notifying our office of the concern filed by ****** ******/**** ****** at the La Quinta property in *****, ***

       To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before June 7, 2025. As a company, were committed to delivering a great experience with every stay with us.

       If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

      *******
      Liaison, Customer Care
      **********************************
      Office: ************

      Customer Answer

      Date: 06/04/2025

      I am rejecting this response because:  for the past 2 weeks I have requested to speak with Will the general manager multiple times.  I left requests with promises of returned calls and sent an email. I also called Wyndham customer support and filed a complaint with them prior to contacting the BBB. I will not accept a response that is only another promise to get back to me.  I want resolution and fair pricing.  

      Business Response

      Date: 06/04/2025

      BBB Case #: 23412818
      Hotel Site #: 53067
      ************* Case #: ********

      Dear Contact:

      In accordance with our standard procedures, we are currently in the process of thoroughly reviewing the matter. This resolution period is essential to ensure a comprehensive understanding and appropriate response. We kindly ask for your patience during this time. The general manager will contact the guest on or before June 7th.

      Thank you for bringing this matter to our attention, and we appreciate your understanding as we work diligently to resolve it.

      Warm regards,

      *******
      Liaison, *************
      **********************************

      Customer Answer

      Date: 06/11/2025

      I am rejecting this response because:   I have not received any resolution. 

      Customer Answer

      Date: 06/12/2025

      I would like to know why my complaint was closed.   The company responded and said to allow them until the 7th to contact me and resolve the situation they have not resolved anything and I waited past the 7th for the manager to get back to me.   How is that adequate? . The general manager will contact the guest on or before June 7th this is not fixing anything.  

    • Initial Complaint

      Date:05/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We request toilet paper multiple times and didn't received until the 3rd time I said ok no toilet paper then I will use paper towels. ***** rudely went to the back and replaced it rudely to us. 2nd I was video chatting on my phone and the desk clerk ***** rushed over to me verbally cussing at me stating not to take her Pic! I said I was talking to my video chatting with someone that isn't any of your busy. ***** yelled at me again and ask me to turn off my phone! I said no! She turned around and went back to her customer and was rude to them also. ***** disrespect me! ***** got into my space and humiliated me in front of customers eating at the table. Gave me the most evil evil look that could destroy you. I felt humiliated! Disrespected and treated awful, am retired from ***************** and I wouldn't never disrespect any customer. Please do some actions with ***** behavior and I spoke to her manager *****. And she wasn't very helpful at all. No apologies what so ever she had a personal call and took that call and left me standing there. I never felt so disrespected ever in my life. Please do something about her actions.

      Business Response

      Date: 06/02/2025

      BBB Case #: 23398491
      Hotel Site #: ??
      Customer Care Case #: ********

      Dear Contact:

      Thank you for notifying our office of the concern filed by ***** ******. Please send the following information back to me.  When I receive the requested information from you, I will be in a position to determine the next steps.

      -    Confirmation number
      -    Exact address/name of the hotel:
      -    Under what name was the reservation booked:
      -    Date of arrival (exact date of stay):
      -    Room number:

      If for some reason this concern is not resolved,please contact me directly at ********************* and I will personally help address the guest's needs.

      *******
      Liaison,Customer Care
      **********************************

      Customer Answer

      Date: 06/03/2025

      I have reviewed the business response and accept this resolution.  The name was under ****** Williams  room 304.  ****************************   Booking ********* check in 05 / 27/ 25

      Check out 05/ 29/ 25

      196.00 king size and we didn't receive a recliner as promised 

      88907EE115038

      Confirmation 412515646 

       

      Business Response

      Date: 06/04/2025

      BBB Case #: 23398491
      Hotel Site #: 52899
      ************* Case #: ********

      Dear Contact:

       Thank you for notifying our office of the concern filed by ****** ********/***** ****** at the La Quinta property in ***********, ***

       To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before June 7, 2025. As a company,were committed to delivering a great experience with every stay with us.

       If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

      *******
      Liaison, *************
      **********************************
      Office: ************


    • Initial Complaint

      Date:05/28/2025

      Type:Product Issues
      Status:
      Answered
      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.
      This was absolutely by far the worst experience I have ever had in a hotel. My wife's car was broken into our first night there. The next day our things were locked in our room for hours with no way for us or the office to retrieve them. When we became upset after waiting 3 hours for our things the manager tried to have us leave the property, without our stuff. Had to get police involved in the matter, but we paid for 2 more days that were not refunded by the property. We were told by the police department to file this complaint, we were given a case number and they advised us to contact their customer service for a refund which we have already done. However we don't feel that this is going to result in any resolution, and this is not good enough for what they put us through. We would like this to be on the businesses record.

      Business Response

      Date: 05/30/2025



      BBB Case #: 23370596
      Hotel Site #: 52689
      Customer Care Case #: ********

      Dear Contact:

      Thank you for notifying our office of the concern filed by ***** ******/********** ****** at the La Quinta property in ***********, *** 

      Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations. 

      We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.

      After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. Once again, we apologize for any inconvenience this may have caused.

      If your offices require more information on this matter, please contact me directly at ********************************.

      *******
      Liaison, Customer Care
      **********************************
      Office: ************

      Customer Answer

      Date: 05/30/2025

      I am rejecting this response because:   We first tried contacting the management at the location and they specifically told us in front of the police department that they have no way to issue a refund on site, and that we needed to contact customer service for the refund which we did as well. We were then told by customer service to contact the on site **********************. This is a recurring loop that helps nobody reach a resolution, and this is exactly why the complaint was filed in the first place. This is an unacceptable response, and we asked for resolution and not a direction to another party to handle this matter.

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Laquinta by ******* located at *************************************** charged $80 for pet in room on May 19, 2025, then on May 21, 2025 charged an additional $80 using Laquinta Motors Inn. I did not authorize this additional charge to Laquinta Motors Inn because what is this place? So, the owner copied the account number and processed this additional charge. When I asked the front desk personnel about it they only give me the receipt showing the first $80 on 5/19/2025, but this charged is still pending on my wife's cash app and has left the account in the negative for $-51.79. I want my $80 to be refunded back to my wife's cash app as we did not authorize an additional payment of $80. She only adds money to this cash app account to pay for services and to keep fraudulent charges from happening. The room was 300 from May 19- May 25, 2025.

      Business Response

      Date: 05/27/2025

      BBB Case #: 23380678
      Hotel Site #: 52889
      Customer Care Case #: ********

      Dear Contact:

      Thank you for notifying our office of the concern filed by ****** ****** at the La Quinta property in *****, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation.The general manager will contact the guest on or before May 30th. As a company, were committed to delivering a great experience with every stay with us.

      Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

      *******
      Liaison,Customer Care
      **********************************

    • Initial Complaint

      Date:05/26/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 paid for three reservations (4 rooms) through ***********. I was also charged for the rooms by La Quinta. I contacted La Quinta who said I was not overcharged. I also called *********** who needs my bank statements which will not come out until June 4th.

      Business Response

      Date: 05/28/2025



      BBB Case #: 23377525
      Hotel Site #: 11540
      Customer Care Case #: ********

      Dear Contact:

       Thank you for notifying our office of the concern filed by ****** ********** at the La Quinta property in South Bend, IN.

       To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before May 30, 2025. As a company, were committed to delivering a great experience with every stay with us.

       If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

      *******
      Liaison, Customer Care
      **********************************
      Office: ************

      Customer Answer

      Date: 05/28/2025

      I am rejecting this response because:   

      I have contacted the hotel manager several times, and he is saying the charges are correct. He does not understand all charges were prepaid through ***********, and then his hotel charged me again for the same. I had contacted *********** who in turn said it is the hotel that needed to fix the issue. I filled out forms and uploaded all documentation showing the double payment on ***********. and sent the same to the Manager. I received an email from *********** three days later, stating that the hotel did not respond to them. Please see attached credit card statements clearly showing the double payments. 

      Chase credit card two charges of ****** by La Quinta = ****** Amex charge of $******. This was one reservation through ***********, La quinta split the two rooms into separate ********

      Amex charge of ******. also charged by La Quinta ****** on Amex credit statement 

      All Amex charges dates are highlighted, towards bottom of statement charges.

      amex charge of $868.33 was charged by ***********, and not La Quinta, therefore, this is not in dispute. 

      When I arrived at the hotel, I clearly told them I had paid already through ***********. I gave them a credit card for incidentals only, and did not approve any other charges that I am aware of. 

      I would clearly like to work with someone else who can understand and look at the statements to see that I was over charged over $1,007. My email is ******************* and phone number is ************

      I had also put in a complaint to ******* several days ago, and have not heard back from them. 

      I just had surgery (one of several) on Friday May 23rd for foot reconstruction that was severally injured while in the military. This billing issue is not helping. 

      Thank you so much for your time and willing to help!

      *** **********

       

       

      Business Response

      Date: 05/28/2025


      BBB Case #: 23377525
      Hotel Site #: 11540
      Customer Care Case #: ********

      Dear Contact:

       Thank you for notifying our office of the concern filed by ****** ********** at the La Quinta property in South Bend, IN.

       To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before May 30, 2025. As a company, were committed to delivering a great experience with every stay with us.

      The property is independently owned and operated, we do have to give them time to get back to the guest. 

       If for some reason this concern is not resolved, please contact me directly at ******************************** and I will personally help address the guest's needs.

      *******
      Liaison, Customer Care
      **********************************
      Office: ************

      Customer Answer

      Date: 05/28/2025

      I am rejecting this response because: 

      Apparently my last response was not read. Again, I have contacted the manager of La Quinta South ************ times, and they did not understand. They said there is no mistakes on their part. I would greatly, and only ask for someone to contact me who understands the issue and can help.. Talking to the manager again who I have contacted several times, with all documentation is not the answer. The will not even respond to ***********.

      Thank you

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