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La Quinta InnsHeadquarters
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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
Customer Complaints Summary
- 660 total complaints in the last 3 years.
- 236 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/16/2025
Type:Service or Repair IssuesStatus: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 stayed at their *********** location in room 132 on march 30th to march 31st 2025. The confirmation code is 89122EE064677 The deposit was $50. I was supposed to receive that back at checkout, but allegedly the person working failed to release the deposit. I found this out a week later when I called to ask why my deposit isn't back yet. They claimed they released it during that call. Another week passed with no sign of it so I called again. They claimed there was no card on file to return it to.... how did I pay the deposit then? No real response just general rudness, and excuses. I reported it to wyndham, and received an email from ********* ******. The general manager of that location. He apologized, but still nearly a month on there is no sign of my deposit. I'm guessing they're hoping I'll give up or something, but I want my money back. I work hard for it unlike these thieves.Business Response
Date: 04/16/2025
BBB Case #: 23211310
Hotel Site #: 53284
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ****** ******* at the La Quinta by Wyndham property in *******, **. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. We have thoroughly reviewed your concern and we would like to offer a check in the amount of $50.00.Please verify your mailing address and your full name in your reply, and we will process your check refund.
Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
Please note our email address has changed. If you need any more information on this matter, please contact me directly at ********************************.
*******
Liaison,Customer Care
**********************************Customer Answer
Date: 04/16/2025
I have reviewed the business response and accept this resolution.
My name is ****** **** *******
My mailing address is: *******************************************
Business Response
Date: 04/16/2025
BBB Case #: 23211310
Hotel Site #: 53284
************* Case #: ********
Dear Contact:Thank you for notifying our office of the concern filed by ****** **** ******* at the La Quinta property in *******, ***
We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. ************* has resolved the situation with the guest via a check in the amount of $50.00. Please allow 2-4 weeks to receive this check through the US Postal system.
If you need any more information on this matter, please contact me directly at ********************************.
*******
Liaison, *************
**********************************
Office: ************Initial Complaint
Date:04/14/2025
Type:Service or Repair IssuesStatus: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 at the La Quinta in ******, ** by the capital for March 29-April 2. We stayed there for 1 night and decided we needed to stay at a different place so book a different hotel. We did not check out until the evening of March 30 when we could find a different place. The hotel is very run down, lots of dust, mold, wires hanging out, standing water and so much more. We also saw a bed bag and had bed bug bites from the first night. I asked for a refund and they only gave me April 1 and April 2 back. I booked through ******I spent a lot of time back and forth between Agoda and front desk for them to approve the 2 nights refund. We did not stay in the room overnight March 30. I contacted La Quinta and they said that it is a private managment, so they can not provide refunds and that we will need to call manager on site to get the money back. I have been trying to call La Quinta mutliple days. They do not pick up their phone. One time they did, put me on a hold, and never came back to the call. I am requesting help getting my other 2 day refund as this hotel should not be passing code for saftey and cleanliness. Please let me know if pictures do not come through and I can send them another way.Business Response
Date: 04/15/2025
BBB Case #: 23202499
Hotel Site #: 53162
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 April 18th. 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: 04/21/2025
I am not sure if I am supposed to accept this or not. I agree for them to contact me within a week to discuss further, but they have not contacted me.
I can not agree or disagree until I hear back from the company.
Customer Answer
Date: 04/23/2025
I am rejecting this response because:
I am not sure if I am supposed to accept this or not. I agree for them to contact me within a week to discuss further, but they have not contacted me.
I can not agree or disagree until I hear back from the company.
Business Response
Date: 04/23/2025
BBB Case #: 23202499
Hotel Site #: 53162
Customer Care Case #: ********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 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 2 hotel worldwide. If you have yet to enroll in ******* Rewards,you can do so here:
***************************************************************************
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: 04/24/2025
I am rejecting this response because:
I would like the hotel to contact me for a full refund of 2 days. If Wyndham would like to offer the points in addition to the full refund I would agree to that.
My Wyndham rewards number is 502787624A
thank you,
*** ********
Initial Complaint
Date:04/14/2025
Type:Product IssuesStatus: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 stayed at the Laquinta Inn at ******************************************************************************** I arrived was provided a key to a room that was already occupied I than was provided a room that was out of order that had an Oder like it was a dead body in the room there was a huge fan willing on the toilet seat a cord running across the floor. Went back to the front desk for the third time got another room the room I was placed in the television did not work and there were no towels I had to go to the front desk again. Saturday morning I contacted ********* advised them I want to cancel refund and book a different holtel the manager refused to cancel and allow a refund. So I can go somewhere else . I am highly disappointed about the level of service i received I did get fresh towels I asked for fresh towels I do want a refundBusiness Response
Date: 04/14/2025
BBB Case #: 23201565
Hotel Site #: 52705
Customer Care Case #: ********
Dear Contact:Thank you for notifying our office of the concern filed by ****** ****** 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 April 18, 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: 04/14/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:04/12/2025
Type:Service or Repair IssuesStatus: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.
On Friday April 4 2025 i placed a stay at the LA QUINTA INN by ***********************- ****************. I arrived at the hotel April 4 2025 at around *****pm for check in everything went good got to my room to settle in after a 3 hour drive, when i walked in everything seemed fined looked good but the further in i got the worse the experience was i then reach the bathroom the was a lack of soaps and towels i was extremely upset by this i then made do with what i was provided and after my shower i was ready for bed immediately after i pulled the covers off the bed and there were stains and crumbs and little hairs i was grossed out me and my partner were extremely upset so we shook of the sheet and laid down we turned on the tv and the tv was broken had black lines going through the screen couldnt enjoy any part of the stay everything was terrible the elevators were broken i just want my money back i stayed from April 4 2025 to April 6 2025 and paid a total of $307.74 everything was inconvenient nothing was clean things were broken they need to make things right. I want my ************** confirmation number: ********** Paid $307.74 La Quinta Inn by *********************** - ******************************************************************************************************************************************************* Thank you ***** *****Business Response
Date: 04/14/2025
BBB Case #: 23195406
Hotel Site #: 53070
Customer Care Case #: ********Dear Contact:
Thank you for notifying our office of the concern filed by ***** ***** at the La Quinta by Wyndham 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 April 17th. 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: 04/20/2025
I am rejecting this response because: They said they would give me a refund of half of the purchase i have yet to even receive that refund i feel like i deserve a full refund this whole entire process and stay has been a mess i dont think i will be using their services again i want a full refund ive been waiting over a week.Business Response
Date: 04/21/2025
BBB Case #: 23195406
Hotel Site #: 53070
Customer Care Case #: ********Dear Contact:
Thank you for reaching out. Upon further review the La Quinta by Wyndham property, located in ***************, FL refunded the guest in the amount of $153.87 USD, on April 15th. The reservation was booked through a 3rd party booking agency; therefore, the guest may be required to contact them in order to receive the refund. If the guest has any questions, we recommend the contact the property directly via telephone at ************** or via email at *************************************************************
Regards.
*******
Liaison, Customer Care
**********************************Initial Complaint
Date:04/08/2025
Type:Product IssuesStatus: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.
Laquinta Hotel - ****************************************************** Check in April 4 Friday, about 3:30pm found bed bugs in room #*** after returning to the room that evening.Attendant front desk gave a $75 discount due to inconvenience. initial reservation cancelled and she started a new reservation which was at higher rate that night (89483EE029937). Pictures of bed bugs taken and shown to front desk at 1am. Attendant refused to visit room to see for herself, just offered to move us into another room after calling Asst *** ****** ****. I am not satisfied with the $75 discount. I am requesting a full refund to be returned to my credit card, due to the health risks imposed on me and my husband. We weren't able to sleep during our stay, due to anxiety attacks, traumatized and extremely nervous about bringing these bugs to our car/home. Unable to even go to another hotel, as ALL Hotels in the area were completely sold out for the weekend!!Checked out April 6- Sunday 8:30am.I have emails and pictures that I've written about this matter and sent to the hotel and also ************* as I am a reward member.Clearly, this hotel needs to be exterminated, specifically room #***. I am requesting your intervention and assistance in getting me my money back for the uncomfortable and serious conditions of my stay.Business Response
Date: 04/09/2025
BBB Case #: 23179889
Hotel Site #: 52758
Customer Care Case #: ********Dear Contact:
Thank you for notifying our office of the concern filed by ***** *******-********* at the La Quinta property in ******, AL. ********** 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, the property management team advised customer care that they moved you to a different room and issued a $75.00 partial refund. 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.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
*******
Liaison, Customer Care
**********************************Customer Answer
Date: 04/09/2025
I am rejecting this response because: I sent emails fully documenting this issue with *************** and they say this hotel is privately owned and operated. Pretty much they are not responsible. I remain having an issue with La Quinta Hotel in ******, AL at ****************. There were evident bed bugs in Room #***. They moved me to Room #*** after bringing this to the front desk's attention after the fact. I was unable to locate any hotels that night, every hotel was sold out for the weekend. Offering me a $75 discount is disgusting. They did not even offer a refund for 1 night (April 4, 2025) which at least should have occurred at a minimum that night. Here is the mail sent to the hotel and *************** with outlines the events in detail. This is not a joke!!! Bed bugs is A SERIOUS HEALTH ISSUE!!!!
I am writing to follow-up regarding your email reply concerning the ROOM *** on Friday, April 4, 2025. As I mentioned to the front desk attendant, I have clearly documented the issue with photographs, which show bed bugs on the linen (sheets and bed comforter approximately ***** plus), not grass seeds or dirt. The distinction between the two is significant, and I trust the visual evidence provided makes it evident that these are indeed bed bugs (photos attached and I can send more if needed). Additionally, I suggested that the front desk attendant or appropriate staff member personally investigate the situation by visiting the room, as this would be the best course of action to assess the situation directly. Unfortunately, the photos were only reviewed by the attendant and no on-site inspection was conducted at approximately 1:00 am. I was instructed to speak with ****** ****, Assistant GM, in the morning and I should remove my belongings and move them into ROOM ************************************* that room until check out on Sunday, April 6th. On Saturday morning, I spoke with ****** ****, who stated I would receive a $75 discount off the bill per ****** ****, GM, and that Housekeeping checked the room that morning and it was stated nothing was found.
I am not satisfied with your response or the $75 discount. Given the severity of this matter and the immediate need for extermination, I am requesting a full refund for the charges made on my credit card - $346.74. Understand, this is not simply a matter of courtesy but also of health and safety risks this posed on me and my husband and future guests.
Should this issue not be addressed promptly and satisfactorily, I will have no choice but to pursue this matter further through legal means, which may include reporting this incident to local health authorities and the better business bureau protection agencies regarding LaQuinta at ********************************************* I trust that you will escalate this matter and prioritize the resolution with the seriousness it warrants.
I look forward to hearing back from you soon as you definitely have an issue involving pests and potential contamination at your facility !
Sincerely
***** *******-*********************
Business Response
Date: 04/09/2025
BBB Case #: 23179889
Hotel Site #: 52758
Customer Care Case #: ********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 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 Tier 2 ********************* 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: 04/09/2025
I am rejecting this response because: I appreciate your goodwill offer, however, this should have been offered early in these discussions as I have been a Wyndham rewards member over 10 years. Additionally, I am requesting a full refund credited to my credit card for the charges. ********** is operating under your brand name, that in itself should be of importance to you.
BED BUGS is a very SERIOUS HEALTH ISSUE. I have been unable to sleep, having anxiety attacks upon seeing bugs, not knowing if I've carried these pests to my car/home which will cost me thousands of dollars to get rid of and the additional stress imposed on my husband and I that we have endured since Friday, April 4, 2025 is all due to this hotel's lack of cleanliness and safety measures. I have tossed many items (toiletries, combs, brush, under garments, shoes, hats, etc). This matter has been traumatizing to say the least!
Frankly, I need to be compensated for everything I lost and you're offering ****** points !?!
Initial Complaint
Date:04/08/2025
Type:Product IssuesStatus: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.
On April 3rd I made a reservation at LaQuinta Inn and Suites in ************, through *********** (booking number **************) and I found a better deal with another booking agency, so my reservation was cancelled before the deadline, which would had been 6 p.m. on April 3rd, I was then told by the front desk agent at the hotel that I was charged the $80.26 because I did not cancel on-time, which was not true. In addition, I chose the option of "Pay at the property." so I should not had been charged anything until I arrived at the property. However the reservation was cancelled immediately before the deadline. $80.26 as a cancellation charge and I want my money back on my card. Expedia did not help and told me to call the property, and then when I called the property again after speaking to the first desk agent, I was told by the hotel to call Expedia. So both the hotel and Expedia are playing games, and I want my money refunded back to my card as this was a fraudulent act, charging a customer before the arrival time and after a cancellation that was made in advance before the cancellation deadline.Business Response
Date: 04/08/2025
BBB Case #: 23166335
Hotel Site #: 53274
Customer Care Case #: ********Dear Contact:
Thank you for notifying our office of the concern filed by ****** ******** at the La Quinta by Wyndham 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 April 11th. 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: 04/10/2025
I am rejecting this response because: I will wait until I am contacted by the hotel before accepting this response, I do not want this complaint closed, until there is a resolution to the problem; I will be looking for a call April 10-11th.Business Response
Date: 04/10/2025
BBB Case #: 23166335
Hotel Site #: 53274
Customer Care Case #: ********Dear Contact:
Thank you for notifying our office of the concern filed by ****** ******** at the La Quinta by Wyndham 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 April 11th.
*******
Liaison, Customer Care
**********************************Customer Answer
Date: 04/16/2025
I am rejecting this response because: There has not been any contact and it is April 16th, I want a resolution to my problem, and La Quinta has not intentions of calling me to resolve this problemInitial Complaint
Date:04/03/2025
Type:Service or Repair IssuesStatus: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 was moving to ********* from ********* **. We were driving all day / night and decided to stop at the La Quinta by Wyndham for the night. The place said 4.7 stars and looked like the best option compared to everything else in the area. I proceeded to rent a room for the night , the woman at the front desks name was *******. She told me my room was located on the right hand side and I could park there under the lights . It was about 5:30 at this time , me and my sister then proceeded to park our car on the right hand side under the street lights and directly across the sign where it said video surveillance was on 24/7. We then got our things and went up to our room. I kept the window open and my eye on my car while we settled then proceeded to shower. After showering I noticed there wasnt much privacy with my window open so i closed the window at 5:55 to quickly change. I then opened the window at exactly 6 pm to see that my whole ENTIRE car port that i packed all night was cut&stolen so I lost ALL my VALUABLE clothes AND my TV and LAPTOP . We then proceeded to run to the car and move it directly in front of the office. I then ran back in and told ******* that we had been robbed. She didnt look shocked and proceeded to say it happens all the time and it used to be worse h then asked her if they have any footage on the camera which she proceeded to tell me that we cant see anything on that side although I parked directly under a camera and streetlight! She told me I could file a police report and complaint with security and that was about it. The look of disbelief on my face as she looked indifferent truly made me sick to my stomach. I was moving ACROSS the country to start a new life and now mostly EVERYTHING I OWNED was gone. As a woman she should have made sure we knew it was UNSAFE and shouldve NEVER told us to park there. I feel like this was a set up and this is NOT the first time its happened!!! I want a full reimbursement for my items at the LEAST!Business Response
Date: 04/04/2025
BBB Case #: 23157168
Hotel Site #: 52945
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 April 7th. 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:04/03/2025
Type:Service or Repair IssuesStatus: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.
Black mold all throughout the building. I have really bad allergies so I noticed right away. Reported it and nothing was done. The pool area was leaking water from ceiling. Noticed black mold in pool area. See pictures.Business Response
Date: 04/04/2025
BBB Case #: 23155838
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:04/02/2025
Type:Service or Repair IssuesStatus: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 traveled to *********** on official travel and booked through my official travel agency. Upon arrival to the hotel, we were met with roaches in the lobby. This was fine, since we expected the motel to be cheap. However, what we didn't expect was a room that was missing a smoke alarm, covered in mold, clear water damage on the walls, and caulking stripped from the bath tub.Business Response
Date: 04/03/2025
BBB Case #: 23153706
Hotel Site #: 53404
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 April 6, 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: 04/03/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:04/01/2025
Type:Service or Repair IssuesStatus: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.
We stayed at a La Quinta hotel in ****************. We purchased our reservation on line which I assumed was with the hotel directly on February 7 for two nights on March 4 to 6. I found out that the reservation was through a third party. We checked in around 10 pm and stayed the to nights. Before we checked out on Thursday the 6th I noticed additional charges on my account. When I asked several of employees why there was additional charges. They gave me different reasons, one said that we checked in after 12am, another said that we never checked in, and a third said that it was for an additional night. One employee even said that there was no record of reservations.Known of these reasons applied to us. They said that the General Manager had to do the refund. I payed $189.86 for the two nights and there were two additional charges on my account for $57.46 and $57.53 for March 5. I was never given a reason for these charges and the employees were very rude about the whole thing. I want the $114.99 refunded to my credit card and an explanation with an apology for the whole situation! I made complaints to La Quinta corporation, complained on the survey for La Quinta. I sent a complaint to the reservation company, Fwd: [Lodging Support] Re: Re: Hotel Reservation Confirmation - Itinerary Number: H10383615 and still nothing is resolved.Business Response
Date: 04/03/2025
BBB Case #: 23102431
Hotel Site #: 52668
Customer Care Case #: ********
Dear Contact:Thank you for notifying our office of the concern filed by ****** ***** at the La Quinta property in ****************, CO.
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 April 6, 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: ************
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