Complaints

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

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La Quinta Inns has 351 locations, listed below.

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  La Quinta Inns

  909 Hidden Rdg Ste 600 Irving, TX 75038-3822

• 

  La Quinta Inns

  2912 N US Highway 75 Sherman, TX 75090-0506

• 

  La Quinta Inn & Suites

  311 Browns Ferry Rd Chattanooga, TN 37419-1503

  
• 

  La Quinta Inns

  1201 W Prien Lake Rd Lake Charles, LA 70601-8370

• 

  La Quinta Inn & Suites

  1956 Lyell Avenue Rochester, NY 14606

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:05/25/2025

  Type:Sales and Advertising 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.

  I am visiting with my boyfriend from ******* and I was wrongfully asked to vacate the hotel room after they claimed there was smoking in the room despite no smoke detectors going off, the woman at the front desk claimed previously when dealing with our room issues that it was an extremely old hotel but now claimed they have silent detectors that went off in the room ( yet these claims were never brought up previously until after the false accusations ) when switching rooms because of our issues we had with the previous two rooms (the window wasnt lockable which is a major security risk in the last room we stayed in and in the middle of the night while me and my boyfriend were sleeping we heard noises outside and when we checked in the morning around 8am their were hand prints as if someone was trying to get in to the hotel room) (the room before that did not have a working phone to contact the front desk or even 911 for that matter and a broken tv) and now after paying a lot more money on top of the unacceptable experiences we had they asked us to leave in a extremely rude and unethical manner.

  Business Response

  Date: 05/26/2025

  
  
  BBB Case #: 23376503
  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
  **********************************
  Office: ************

• Initial Complaint

  Date:05/25/2025

  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.

  I had the most disappointing and unsettling experience at this hotel. Upon entering our room, it was immediately clear that cleanliness was not a priority. The room was filthy, with hairpresumably from the ******* the bed, walls, and bathroom. This is unacceptable, and I would strongly suggest they require their staff to wear hair nets to prevent such issues.The bed sheets had visible blood stains on them, and the TV and AC were malfunctioning, frequently turning on and off. To make matters worse, we found roaches crawling down the walls and on the floor. My children were even bitten by bedbugs during our stay, which is not only unpleasant but also a serious health concern.I will be contacting the *********************** about the conditions in this hotel, as they are unsanitary and unsafe. The staff was unhelpful, speaking very little English and displaying a dismissive attitude when addressing our concerns, likely due to the poor condition of the facility.This experience was truly appalling, and I strongly advise others to avoid staying here

  Business Response

  Date: 05/26/2025

  
  
  BBB Case #: 23375608
  Hotel Site #:
  Customer Care Case #: 
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Kamiya Ettison. 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
  **********************************
  Office: ************

  Customer Answer

  Date: 05/26/2025

  Both rooms were booked under my name, Kamiya Ettison, through Expedia. The reservation confirmation number is 88791EE131457.
  Original Stay: May 22, 2025 May 24, 2025
  Actual Check-Out: May 23, 2025

  We were forced to check out a day early due to numerous issues that made our stay extremely uncomfortable and concerning, as well as the lack of empathy and professionalism shown by your staff.

  We had two rooms:
  Room 205  This is where my adult children experienced bed bug bites.
  Room 208  This room had visible blood stains on the sheets, and both the television and air conditioning were non-functional.
  We were not offered an alternative room until the next day, when we were moved next door to Room 204. At that point, the General Manager had arrived and, rather than addressing our concerns, insisted that we leave the property. This happened after my mother, understandably upset, requested a full refund a request that was denied.
  Given the serious nature of the issues we encountered including health and safety concerns. 

  
  

  Customer Answer

  Date: 05/26/2025

  I am rejecting this response because it does not provide a resolutionit is simply a request for more information. I have already provided the necessary details directly to the business by sending an email to the address listed in their response. Once the business offers a fair and appropriate resolution, I will update my complaint with the BBB accordingly.
  Thank you for your assistance. 

  Business Response

  Date: 05/26/2025

  
  
  BBB Case #: 23375608
  Hotel Site #: 52725
  Customer Care Case #: ********
  
  Dear Contact:

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

   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: 05/29/2025

  I am rejecting this response because:   

  Both rooms were booked under my name, Kamiya Ettison, through Expedia. The reservation confirmation number is 88791EE131457.
  Original Stay: May 22, 2025 May 24, 2025
  Actual Check-Out: May 23, 2025

  We were forced to check out a day early due to numerous issues that made our stay extremely uncomfortable and concerning, as well as the lack of empathy and professionalism shown by your staff.

  We had two rooms:
  Room 205  This is where my adult children experienced bed bug bites.
  Room 208  This room had visible blood stains on the sheets, and both the television and air conditioning were non-functional.
  We were not offered an alternative room until the next day, when we were moved next door to Room 204. At that point, the General Manager had arrived and, rather than addressing our concerns, insisted that we leave the property. This happened after my mother, understandably upset, requested a full refund a request that was denied.
  Given the serious nature of the issues we encountered including health and safety concerns. 

• Initial Complaint

  Date:05/24/2025

  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.

  I booked a room for 2 nights 5/23/25-5/25/25 on Priceline at the La Quinta Inn **********. The room booked was a Deluxe King ****** Upon arrival and entering the lobby there was a pungent smell of cigarette smoke. It smelled like an ashtray. We checked in and went to our room only to walk into a cramped sweltering hot room that also smelled like cigarettes. The room was old and run down and strands of black hair all over the bathroom floor. Not only was this room unacceptable it was not what we reserved and what the photos advertised. I immediately walked down to the lobby and showed the man at the front desk the room we reserved and told him about my issues with the room we were given as well pointing out that we were given the wrong room. He proceeded to tell me that the photo is just what Wyndham uses to advertise all their rooms and that all the rooms that look like the picture are booked. I confronted his bold faced lie about the photo being used for all their rooms as I know this not to be true. I said that the room was unacceptable and asked if we could transfer our stay to a different location or be refunded to go elsewhere. He said no you have to deal with the 3rd party. I then walked back to the room and contacted Priceline. They reached out to the hotel and were also told the same thing as myself and were refused refund of transfer to different hotel. My wife has been in tears over this situation. We have obligations in the area we cant miss otherwise we would go home. This has been a horrific situation and absolutely ruined our weekend. I would never recommend this hotel to anyone and would recommend it be checked for cleanliness standards.

  Business Response

  Date: 05/26/2025

  BBB Case #: 23372965
  Hotel Site #: 52794
  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:05/23/2025

  Type:Product 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.

  I booked my stay with the hotel 2 weeks prior to coming to **********. We are currently here and had to move to another hotel nearby, we are part of fear fest this weekend from Thursday to Sunday. We stay Thursday night at the la quinta inn and the experience was terrible. There was wet moldy floors, month old shriveled up orange peels under the bed that my dog (who have a liver shunt and is on a strict diet) ate most of, the elevator had cursed words written on it. The buttons didn't even work had to use the stairs to get to the 4th floor. We got in last Thursday so we were tired, but couldn't deal with it for the whole weekend. I went to the front desk and expressed that I was not comfortable staying the rest of the time due to my health issues and being highly allergic to mold, the manager, ******, was extremely rude and said they wouldn't refund me for the no cancel policy and it was the 3rd parties fault that i paid through. So I called *********. which is who I paid through, and they agreed to do a one tome refund for the rest of the stay (Friday and saturday nights) and that the manager just had to send me or them an email stating it was on to cancel. The hotel did not have to refund me or do anything besides send a simple email. The manager refused to be helpful and refused to send the email. We could not stay another second in that nasty hotel, as you can see from the photos attacked. No plugs worked, the ac wasnt working properly, the mold, old food, not clean at all, smoke smell, everything was an overall terrible experience! I would simply just like a refund for the 2 nights we are NOT staying. We are at another hotel now which had been far better. But in this economy, we cannot afford to not get a refund for the other hotel. My husband is the only worker in our family, he is in the army, and I have too many health problems to have a real job. If you could please reach out to the branch manager or district manager to refund me, I would be grateful.

  Business Response

  Date: 05/26/2025

  BBB Case #: 23372359
  Hotel Site #: 53034
  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
  **********************************

  Customer Answer

  Date: 05/26/2025

  I am rejecting this response because:   

  I believe it should be pushed further than the general manager. It should be sent to the district manager. It is now my understanding that there have been a numerous amount of complaints against this particular hotel, and nothing has been changed or fixed. Being pushed to another manager isnt settling the dispute its just prolonging it, so please get it to the highest person possible first, instead of going through multiple employees who cannot do anything besides say sorry. The experience was awful and the way the employees handled it was unacceptable.  The hotel is literally falling apart, and caused an autoimmune disease flare up for me with the mold. All someone needed to do was contact ********* and tell them a refund is OK for us. It's that simple. I just want my money back for the nights we did not stay due to poor cleanliness. ********* has me on a recorded line and how they agreed themselves to the refund, but your manager denied it. Please fix asap.

  Business Response

  Date: 05/26/2025

  BBB Case #: 23372359
  Hotel Site #: 53034
  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.

  The properties are independently owned and operated we do have to give them time to get back to the guest with a resolution.  

  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:05/23/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 am a business owner and active business member of the BBB in ****. Recently I traveled to ************ to judge for the World Beer Cup and booked a stay at La Quinta Inn & Suites ***************************** through *********. I paid for this booking with my business credit card on April 21st 2025. The amount charged to my credit card by Priceline was $979.02. I checked into the hotel on April 25th. I checked out on May 1st. On May 2nd the hotel placed a charge of $725.44 on my business credit card. I noticed this at 2pm on 05/20/2025 and immediately contacted the business. They could not explain to me why this charge had occurred. Still they would not refund the amount to my card. On the afternoon of May 20th and throughout the next day I attempted to resolve this issue with the hotel. The hotel said that the manager would look at it and try to make the refund, but the manager is being elusive and will not return my call. I have been left with no choice but to contact my credit card and have payment cancelled. That said, it appears that this entire scenario was a conscious choice of the manager of the hotel and I am concerned that this may be happening regularly to business travelers at this hotel. Thank you for your support.

  Business Response

  Date: 05/23/2025

  
  
  BBB Case #: 23360613
  Hotel Site #: 05896
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** *** at the La Quinta property in ************, 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 27, 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: 05/27/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/15/2025

  Type:Product 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.

  This hotel stole my money. After checking into the room and finding the floors unvacuumed and food on the walls, I checked the pool, and found it to be empty, which was not advertised on the website. Not only was the pool empty, but the room was OPEN! This could have been a massive safety hazard to my 4 year old daughter.I told the clerk I wanted to cancel my reservation, but she explained she did not have that ability and would refer it to her manager. After my card was charged, I called the hotel to speak with a manager; after 5 days of the manager ducking my calls, ******* (the manager) told me that I would not be getting my money back, even though I did not stay at this hotel.

  Business Response

  Date: 05/15/2025

  
  
  BBB Case #: 23333653
  Hotel Site #: 53379
  Customer Care Case #: ********
  
  Dear Contact:

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

   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 19, 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: ************

• Initial Complaint

  Date:05/14/2025

  Type:Sales and Advertising 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.

  Hotel booked while on the road with ***********. Upon entering the room there was a loud fight going on in the adjourning room. We immediately left and went to the desk (along with others complaining) the person at the desk said there were no comparable rooms available, and we would be required to contact booking for a refund. We did so and bookings response was the hotel did not respond to their inquiry. Letters sent to ******, LaQuinta, Booking with no resolution at this time. (Attached are copies of letters and responses.)

  Business Response

  Date: 05/14/2025

  
  
  BBB Case #: 23327958
  Hotel Site #: 17852
  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 17, 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: ************

• Initial Complaint

  Date:05/13/2025

  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.

  I gave a $300 deposit. I was in the process of receiving a new Green dot card because my card was canceled for technical issue. They would not issue the return of my deposit on my new Green Dot card.

  Business Response

  Date: 05/15/2025

  BBB Case #: 23323438
  Hotel Site #: 53455
  Customer Care Case #: ********

  
  Hello ******* ******,
  
  Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent La Quinta experience. You can count on our team to help resolve your concerns. 

  To aid us in resolving this matter, please reply with a letter from your Bank stating a $300 refund was not received from the property on original card or any card. You may also fax the documents to ************.
  
  As we do not have access to the property's billing system, we cannot verify the charges or refunds. 

  When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.
  
  Thank you for your patience in this matter,

   

  Kind regards,

  *******

  Liaison, ********************************** & Resorts 

  Customer Answer

  Date: 05/17/2025

  I am rejecting this response because:   The proof is the attached bank statement. 

  Business Response

  Date: 05/19/2025

  BBB Case #: 23323438
  Hotel Site #: 53455
  Customer Care Case #: ********
  

  Dear Contact.

  Thank you for reaching out.

  To assist you further, we kindly request a formal letter from your bank confirming that a refund of $300.00 was not received from the property on your original card or any other card. This documentation will enable us to evaluate your concern more effectively and determine the appropriate next steps.

  Please send the bank's confirmation letter either by replying to this email or by faxing it to ************.
  

  We appreciate your patience and cooperation in this matter.
  

  Best regards,

  *******
  Liaison, ****************************start="660" data-end="663"> **********************************

• Initial Complaint

  Date:05/11/2025

  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.

  I check-in to my room I noticed within an hour of being in my room that they were roaches and bed bugs I called the front desk requested to be moved I was informed to come to the front desk in the morning my brother that was in there the room with me tried himself to see could he get a different outcome they told him the same thing I called two more times after spending the night scratching and itching looking like itchy and scratching literally all night and it's supposed to be a hotel not a motel the hotel did nothing and nothing was done to deal with the issue that was brought to hand

  Business Response

  Date: 05/12/2025

  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:05/07/2025

  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.

  I called La Quinta to see about book*** a room for 2 nights and us*** my Wyndam points to pay for it. She said yes, I could use the points, but I had to book through the 800 number to do it. I called the 800 #, talked to ****** and he said I needed a credit card. Just a formality. When I show my ID at the hotel they will credit the card and use my points. I wanted reassurance because every time I have ever tried to use the points, they come up with some excuse that I have to pay because the hotel owner doesn't accept points. He promised it was all good. Got to the *********** said no, I had booked it through Expedia so I couldn't use my points. When I complained, she said she would make everyth*** ok. On the receipt it even shows that it will show Expedia on the bill because they are a partner with Wyndam. Ck *** out they gave us someone else's bill. Said they charged someone else for our room. Never showed that I was gett*** reimbursed on my card. Got no where with the hotel. Called the 800#. Was told that management would make the decision and send an email. Still no word. Wyndam Rewards is definitely a scam. Like I said, I have never been able to get a free room with my ******* points. I did not even get my points for stay*** at La Quinta this time. On my account it shows 0 days. I am tired of all the hassles each time I take vacations. I want my money back and for them to use the points that I was told I could use. I know the $17.99 I have to pay for taxes, etc. There are pleanty of taped conversations from the hotel and the Wyndam 800# to verify everyth***. The hotel mgr later said no, the room never qualified, but the girl I talked to said otherwise.

  Customer Answer

  Date: 05/07/2025

  I received this reply from the ************* for resolutions today after I filed my complaint. I did respond to this email to let them know I have filed a complaint with the BBB. 

  Hello ******* *****,
  Thank you for your patience while our team investigated your complaint. We have reviewed your complaint regarding hotel rewards points and found that our agent informed the caller that we can not guarantee reward points eligibility.
  As a courtesy, our team has contacted our hotel partner on your behalf. However, they informed us that they are not willing to make an exception due to the cancellation policy that was provided and agreed upon by you at the time of booking. As a result, a refund was not granted.
  Should you need further assistance, please respond to this email and a member of our Escalations Team will take good care of you.
  It was a pleasure assisting you with your request.
  Regards,
  *******
  *******************
  
  
  
  
  
  ******************* 2025

  Business Response

  Date: 05/08/2025

  
  
  BBB Case #: 23299839
  Hotel Site #: 52747
  Customer Care Case #: ********
  
  Dear Contact:

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

   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 11, 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: 05/08/2025

  I am rejecting this response because:   

  I received this reply from the ************* for resolutions today after I filed my complaint. I did respond to this email to let them know I have filed a complaint with the BBB. 

  Hello ******* *****,
  Thank you for your patience while our team investigated your complaint. We have reviewed your complaint regarding hotel rewards points and found that our agent informed the caller that we can not guarantee reward points eligibility.
  As a courtesy, our team has contacted our hotel partner on your behalf. However, they informed us that they are not willing to make an exception due to the cancellation policy that was provided and agreed upon by you at the time of booking. As a result, a refund was not granted.
  Should you need further assistance, please respond to this email and a member of our Escalations Team will take good care of you.
  It was a pleasure assisting you with your request.
  Regards,
  *******
  *******************

  Business Response

  Date: 05/09/2025

  BBB Case #: 23299839
  Hotel Site #: 52747
  Customer Care Case #: ********
  
  Dear Contact:

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

   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 11, 2025. As a company, were committed to delivering a great experience with every stay with us. The properties are independently owned and operated we do need to give them time to resolve with the guest.  This further information has been sent to the property. 

   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: 05/15/2025

  I am rejecting this response because:   I waited until May 12 to hear from the manager at La Quinta and never got a call. I notified ******* Liasion with an email at the address she provided. It was returned as a bad address. I called the office number she provided and it was just the customer care number that you had to leave a message. I left the same message that I had in the email. That was May 12. I never heard back. I left another message today and did not hear back again. Definitely feel like I am getting the run around. This is the email I sent and basically the same voice mail I left for *******.......

  This message is in regards to complaint number ******** with the BBB. 
  In your response to me,(******* *****) you stated that you would have the hotel manager resolve the problem and contact me by May 11. Today is May 12 and I still have not heard anything. Your answering message always says that you are recording the conversation. If that is true, then all you would have to do is listen to the recordings to find out the truth. Especially the conversations that I had with the La Quinta hotel person that I talked to when I asked if I could use my rewards points to pay for the room. The conversation I had with ****** at the 800 number would also confirm what I was promised. I may be stuck with the Wyndam time share because I signed a contract, but I will no longer be staying with your hotels when we are traveling across country or taking a 3 day vacation to the beach. My friend belongs to ****** and she said she never has a problem with getting the free rooms. I did not even get the points for the 2 days we stayed in **********. My account shows it as 0 days. 
  Hopefully I will hear back from you and something can be done. If not, I will try our contact with the time share and see if he can do something. 
  Thank you.........***** *****

   

  It also bothers me that in one of the emails I received from Wyndam that the mgr of the La Quinta said something about I didn't get a refund because of their cancelation policy. Have no idea what that has to do with anything. We stayed there for the 2 days they charged me for. They need to check their video footage of those days. I am short, fat and 75 yrs old. My husband has a long white pony tail and my granddaughter has blue hair. We are definitely recognizable on any video. The Hotel mgr said he charged someone else for our room by mistake??? We were in room 116. I even left a $10 tip for the maid. The mgr would not give us a receipt because he said our credit card was charged from a third party-not by him. (experion) On my account 

   

  Customer Answer

  Date: 05/15/2025

  I finally received a call from customer service at ******. I will not get a refund because they insist that I booked through Expedia. The number I called was on the hotel website as their 800 number. I have since received an email saying they have changed their number. ******* at customer service said I get no refund because Expedia was the one who charged my card. I definitely feel that the whole process with Wyndam is a scam. They never really give you the true story. After 4 years of fighting for free rooms, I was finally told today how to do it correctly and they even offered to give me the CORRECT 800 number to call. I told them I don't need it, I will never stay with them again. I don't understand why you closed my case when my complaint was not resolved. They are going to continue to rip people off by putting the wrong numbers out there and promising something they won't deliver on. 

  Business Response

  Date: 05/16/2025

  BBB Case #: 23299839
  Hotel Site #: 52747
  Customer Care Case #: ********
  
  Dear Contact:

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

  As the reservation was not made through the brand website, our toll-free reservation center or directly with the hotel, we recommend you contact the website or travel agency with whom your reservation was originally booked, if you are looking for a refund.  As you stated, we do understand and apologize the property gave you an incorrect phone number to call and book your reservation. The reservation was made through a third-party booking company, please contact the third party where you made and paid your reservation if looking for a refund.  The guest has been provided the information required in order to book a reservation using her points, once again our apologies this was not communicated when signing up as a new member. 

  The ****** Wyndham Reward points, enough for a free night, that customer care offered as a goodwill gesture from Wyndham are noted on your case should you want to call back and receive them. 

  Our sincere apologies for this experience. 

  We sincerely appreciate your choice of La Quinta for your lodging needs, and we hope to welcome you again in the future.

   

  Kind regards, 

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

  Customer Answer

  Date: 05/16/2025

  I am rejecting this response because:   It was explained to me that some hotel websites list a third party number for making reservations, but DO NOTsay that it is another company. Also that when you click on the hotel site on the internet it will automatically send you to another travel company. So apparently Wyndam is fully aware that they are misleading customers and OK with it. I had to search in several places on my account to even find the right 800 number and how to use it correctly. They are cheating customers knowingly. If this was an  HONEST company, they would list the ******************************************************************************************************************* order to get your free nights. It should also list information like "hotels are independently owned and not all of them accept reward points. You should call the hotel and make sure they will accept points for your stay". Too bad the Better Business Bureau and make them do the right thing. Better yet it's too bad that Wyndam won't do the right thing.