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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
- 657 total complaints in the last 3 years.
- 237 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:05/16/2023
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 reserved TWO rooms at the LaQuinta Inn in ***********, **. from April 28, 2023 thru April 30, 2023. The very first night, there was a power outage in the hotel. Our rooms did not have working electricity until the following day! This presented a MAJOR INCONVENIENCE for **. We spoke with the front desk personnel and they said the power would be ** in a "few hours." The lights, elevators, the television, the refrigerator, microwave ALL were not operable. I asked the front desk what would be done for our inconvenience? "****" explained the manager "was aware and he would handle compensation." The next day, I asked to speak to the manager, the front desk clerk said he was "off today" and said she could give his email. I submitted several emails to and left a written note for a "*******" during and after our stay at the La Quinta Inn and received NO response! So, the issue was NOT resolved and there was no compensation for the poor quality of service to ** as paying customers to this business. This is unacceptable and I am very disappointed and dissatisfied. This was very unprofessional.Business Response
Date: 05/17/2023
BBB Case #: 20057164
Hotel Site #: 52851
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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before May 20th. As a company, were committed to delivering a great experience with every stay with **.
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, *********************************** & Resorts, Inc.Customer Answer
Date: 05/23/2023
I am rejecting this response because: Booking.com sent an email on or about May 20, 2023 stating there would be a "wallet credit of $48.89." The resolution I am seeking is the credit of the one night per room the manager **************** said would be the credit, to the original form of payment. Until this is shown as a credit on my bank statement the issue is NOT resolved. Your assistance is appreciated.Business Response
Date: 05/25/2023
Hello Contact,
BBB Case #: 20057164
Hotel Site #: 52851
Customer Care Case #: ********
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 by Wyndham experience. You can count on our team to help resolve your concerns. To aid me in resolving this matter, please reply with a copy of your actual credit card statement when you receive it, showing the charges you incurred for further review. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************.
When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
*******
Liaison, ******************************* & Resorts, Inc.Initial Complaint
Date:05/15/2023
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.
Wednesday May 10th 366.04x2=732 The business committed to providing us lodging at La Quinta Inn & Suites by ************************/****** location but we intended to book La Quinta Inn & Suites by Wyndham ******* Downtown. We had booked at the wrong location. What we are upset with is the lack of proper customer service to try and solve the situation. The phone number to the La Quinta ******** location doesnt work and that have yet to answer our emails. The dispute is we should be able to receive help for the hotel we booked at and be able to speak to someone in a reasonable amount of time about our scheduled service. Due to their failure to provide efficient, courtesy customer service. We would like a full refund as we dont want to stay at a hotel that cant provide basic customer support.The business failed to handle the situation by rather blowing ** off.Expedia booking # **************Business Response
Date: 05/16/2023
BBB Case #: 20051617
Hotel Site #: 17546
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 aid me in resolving this matter, please reply with a copy of your official credit card statement showing the charges you incurred. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************. Also, please provide a copy of the reservation confirmation related to the alternate property you will be staying at.
When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
Thank you,
*******
Liaison, *********************************** & Resorts, Inc.Initial Complaint
Date:05/14/2023
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.
Made a reservation and was told at the time of reservation that the pet policy was $25 a night for two pets. On day of arrival, called before heading to hotel and the hotel stated that the policy is $25 per pet per night which differs from what was stated on the recorded reservation call. The hotel refused to honor what I was told on my reservation call. This pet policy was also found on their website on April 29 and confirmed again by a different reservation agent on this same date. I filed a complaint with ******* (complaint #********) and they directed back to the hotel. I can forward all email chains if needed. They charged me for my 3 rooms on my credit card for a total of over $377 because I cancelled inside their 24-hour cancellation window. I cancelled only because they refused to honor what I was told on the recorded reservation line and refused to pay the extra they were quoting me that day. They have also stated to me directly that what "central reservations" has for their pet policy is inaccurate and "they are correcting this issue." I called them again today (05/08/2023) only to be told by the manager that he may either approve or disapprove my dispute on my credit card. I do not feel it is fair business practice to state one thing and then another. It is unfair to the consumer to be slammed with additional charges at the hotel when they were told something different at the time they made the decision for the reservation. Please see all 4 attachments. I appreciate your time.Business Response
Date: 05/15/2023
BBB Case #: 20032874
Hotel Site #: 53295
Customer Care Case #: ********Dear Contact:
Thank you for notifying our office of the concern filed by ********************* at the La Quinta by ******* property in **********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made ** 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. The guest may contact the property via telephone at ************** or via email *******************.
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, *********************************** & Resorts, Inc.Customer Answer
Date: 05/15/2023
I am rejecting this response because: I have spoken with this property, replied to an email they sent me (see attached), and also spoke to the property manager on the day I filed this complaint with the BBB. The property manager stated they would either "approve or disapprove" my charges and would not commit to either on the phone with me. Please see my complaint filed with the BBB that states all of the above and also the attachments I provided. Thank you.Business Response
Date: 05/25/2023
BBB Case #: 20032874
Hotel Site #: 53295
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 aid me in resolving this matter, please reply with a copy of your actual credit card statement showing the charges you incurred, when you receive it. We cannot accept screenshots. . For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to ************.
When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
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 Answer
Date: 05/30/2023
I have reviewed the business response and accept this resolution. I disputed the charges the same day I filed this complaint. The charges have not reappeared on my credit card statement as of today. If they do, I will update this complaint. Otherwise, I find this resolved. I would like to add that I will never stay or book a room with a La Quinta again. Due to this experience, I cannot trust what I am told at the time of my reservation will be upheld at the respective La Quinta hotels. This is a major issue La Quinta needs to address. While I understand that each it privately owned, they need to be on the same page with rates and pet fees, etc. I hope they will improve upon this. Unfortunately, I will not recommend that anyone stay at La Quinta as this was a very stressful situation with the hotel manager and La Quinta. Thank you for your time.Initial Complaint
Date:05/12/2023
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.
Through Hotels.com, I booked a reservation at this hotel. Reservation details: April *****, 2023 for ********************* (my husband) with a total of $243.65 collected by Hotels.com and given to La Quinta. Itinerary #************** When my husband arrived at the hotel, it was NOTHING pictured like on Hotels.com (false advertising!). Our room contained mold in the showers, the floors were shifting and broken, it reeked of cigarette smoke, and syringes were found outside our door. It was somewhere that we would have felt unsafe staying. When he went to the front desk worker at La Quinta, she said we were the third couple to CANCEL our reservation after seeing the room. We originally booked a nonrefundable room via hotels.com. After the situation was explained to the front desk worker, she said we could not get refunded for the first night, but La Quinta would refund ** for the second night due to the conditions of the hotel, regardless of the nonrefundable policy since our safety was at risk. We never received a refund although we were promised that by the worker. We attempted a partial refund via Hotels.com but the La Quinta manager refused. I called La Quinta and gave my number to a worker two weeks ago, and was told a manager would call me. They never did. This business should be held accountable for the false advertising provided and the unsafe and unsanitary conditions in the hotel. I would have never booked here had I know it would have been this nightmare.Business Response
Date: 05/12/2023
BBB Case #: 20029548
Hotel Site #: 53161
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ********************* at the La Quinta by ******* property in ******, **. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before May 15, 2023. As a company, were committed to delivering a great experience with every stay with **.
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, *************************************** & ******** ****Initial Complaint
Date:05/11/2023
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.
My name is ***********************, I stayed at your property on May 2-3 and I noticed I was double charged for my stay. When I noticed the charge I ask the front desk and they said I was only charged for one night and I should see it drop off. My receipt also shows a one night charge but now my bank has processed the charges and they are not in the pending mode anymore. I do remember the girl having trouble processing the card at check in and she finally got it to go through and the girl the next morning had mentioned you guys had been having issues processing cards. I called this morning and the overnight lady just told me to call back when the ** was in she didnt really seem like she wanted to help. When I called ******* they also had issues trying to reach someone at the property. I was wondering if someone can look at this issues ASAP please as I enjoy staying at your property and will like to continue to. Email is the best way to contact me this weekend as I will be out of town this weekend my number though is ************ Thank you for your time in looking at this and look forward to hearing back from you soon.Business Response
Date: 05/11/2023
BBB Case #: 20026913
Hotel Site #: 52789
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 May 14, 2023. As a company, were committed to delivering a great experience with every stay with **.Where the properties are independently owned and operated, we do have to give them time to get back to the guest when a case is setup.
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, ******************************* & Resorts, Inc.Initial Complaint
Date:05/04/2023
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.
I booked a reservation for 4/25-4/28 for La Quinta Inn through Booking.com. I completed my stay and checked out on 4/28. I requested a detailed receipt from La Quinta Inn Staff on 4/28 and 4/30. It was never emailed. When I called La Quinta on 5/1/23, the staff stated she would send a receipt but it would not be detailed. I was told to contact Booking.com After talking to a Booking.com rep, I was informed that La Quinta has access to all of the information and they would have to email me a detailed receipt of my stay. The Booking.com rep requested a detailed receipt also, but to no avail. I really need the detailed receipt ($250) to show to my employer a break down of all costs/fees per each day of my stay, so I can be reimbursed per my company policy. I am requesting a detailed receipt from La Quinta or a refund of $250.40 I need help.Business Response
Date: 05/04/2023
BBB Case #: 20003958
Hotel Site #:52755
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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before May 7th. As a company, were committed to delivering a great experience with every stay with **.
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, *********************************** & Resorts, Inc.Initial Complaint
Date:05/04/2023
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 LaQuinta ********** Riverview on 4/29/23 - The room was filthy - The carpet smelled of stale musty odors - appeared to had not been cleaned in years - Tile in bathroom was chipped and missing pieces - Walls in elevators were held together with grey duct tape Our room # was 402 - A 1 **************** The mattress must have been very old as it was hard and had numerous sagging areas - the Pillows were like trying to sleep on bricks rear security doors did not open with pass key ************ staff was very rude on check in - We attempted to check in at 2:15, 2:30 and 2:50pm all times to be told the room would not be ready until 3:00pm ( the normal check-in Time)Business Response
Date: 05/04/2023
BBB Case #: 20000671
Hotel Site #: 53111
Customer Care Case #: ********
Dear Contact:
Thank you for contacting ************** & ******** ************** We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with **, and being a partner in our success.
We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.
As a thank you for your support, we would like to apply ***** points to your Wyndham Rewards account.
Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.
Where the properties are independently owned and operated any monetary compensation would have to come from the property directly.
If you are not a currently a member, let me share the great benefits of being a Wyndham Rewards member! Earn points at over ***** participating hotels around the globe, including: AmericInn, Baymont Inn & Suites, Days ********************************* and ******** ************************** ****** *******, La Quinta, Microtel Inn & Suites by Wyndham, Ramada, Super 8, Travelodge, Hawthorn Suites by Wyndham, TRYP by Wyndham, ******* by Wyndham, Wyndham Grand, ************** and ******** Wyndham Garden, Trademark and participating ******* Entertainment branded hotels worldwide. Stay everywhere from North ******* to Europe to ***** and more.
Redeem Wyndham Rewards points for Go Free? free night stays or for Go Fast? discounted hotel rates at any of our participating hotels at the following brands: AmericInn, Baymont Inn & Suites, Days ********************************* and ******** ************************** ****** *******, La Quinta, Microtel Inn & Suites by Wyndham, Ramada, Super 8, Travelodge, Hawthorn Suites by Wyndham, TRYP by Wyndham, ******* by Wyndham, Wyndham Grand, ************** and ******** Wyndham Garden, Trademark, participating ********************* properties and other exciting destinations.
Redeem points for a variety of other rewards, such as gift cards and merchandise.
Earn miles or other travel currency instead of Wyndham Rewards points for your qualified hotel stays from participating airline and rail programs by updating your earning preferences in your member account. See our full list of participating partners.
Earn additional points through everyday purchases and other transactions with a variety of program participants, including our Wyndham ************ Card.
Gain access to your member account 24/7 - to check point balances, redeem rewards and make reservations - simply by visiting www.wyndhamhotels.com/wyndham-rewards
Please respond to this email advising you would like to be a member of our free Wyndham Rewards loyalty program and we will be happy to establish your account and apply ***** points as our way of saying Thank You for being a loyal supporter of our Wyndham properties.
Thank you for choosing ************** & Resorts!
*******
Liaison, Customer CareInitial Complaint
Date:05/03/2023
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 the La Quinta Inn & Suites by Wyndham Sunrise April 5 -9., in room 212. I was in *************** for a dental procedure (implant) Just one year to this date I hade partials costing $1550.00. I took my partial out on the day of my procedure and left it in a napkin on the tissue holder by the sink. Because of there new policy the room is cleaned on the third day, a housekeeper half way cleaned the room ( emptying the garbage, changing towels, did not make the bed). As soon as I realized it was missing I ran down to the Front Desk and reported to the agent on that day. She took a statement from me a said that I needed to speak to a Manager who would be on in the morning. I spoke to ************************, left all my information. I had not heard from her or anyone so I sent her an email on April 13th with the cost of my partials and asking for a follow up. She replies April 19th with the adjuster information and claim number. I immediately sent an email to Ms. ******* on April 19th and I have not one word from her. The reason for my partial was the hide the missing teeth I have because I am very conscience and uncomfortable.Business Response
Date: 05/03/2023
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:
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, *********************************** & Resorts, Inc.Customer Answer
Date: 05/03/2023
Confirmation 88663EE013346
***********************
La Quinta Inn & Suites Sunrise
***************
*******
Business Response
Date: 05/03/2023
BBB Case #: 19994747
Hotel Site #: 53061
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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before May 6, 2023. 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, *********************************** & Resorts, Inc.Initial Complaint
Date:04/26/2023
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.
My husband and I stayed at La Quinta in ****** ** on Thursday night April 20, 2023.The next morning we went for breakfast at 6:15am. Returned to room around 7:00am to find we were robbed. My pocketbook was stolen along with drivers lic and credit cards and car key Another bag with all my medications and my husbands backpack. We contacted the police and hotel manager We were all morning with police. We asked manager for refund and he said no. He was so rude to us.I spent all morning calling credit card companies to cancel. I was quite upset All I am asking is for a full refund of hotel stay with all the stress Ive been through.Thanking you in advance ********************************* We were charged for ******Business Response
Date: 04/28/2023
BBB Case #: 19985105
Hotel Site #: 52891
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ********************* & ********************************* at the La Quinta by Wyndham 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, local authorities 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 CareInitial Complaint
Date:04/26/2023
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 the LaQuinta Inn on April 14,2023 - April 16, 2023. During that stay, our truck was stolen from the hotel property paid parking lot. I contacted the General Manager, *************************, and explained that we needed video footage from the parking lot cameras, and that we were also told we would receive a refund for our parking for 2 vehicles. He also stated that they do not have working cameras for their hotel. We have yet to receive a phone call back from him, no have we received any refunds. We were also charged more for our rooms than the conformation stated and the paperwork we signed upon check in. We were told with tax, fees, and Rewards discount, and Military discounts our room total would be $293.14 per room. Upon checking our credit card, our actual room fee that was charged was $353.78 per room. I am sure they were just trying to make up for our $120 refund that we have yet to receive. Not only did several employees tell us where the theives took our truck out of the parking lot, without being a witness, so did ******************. Since I watched from our room, and my husband ran downstairs and called 911 while our truck was being stolen, we knew where they took the truck and exactly where they jumped the curb. This leads me to believe our vehicle was not the first or the last one stolen from this property. When they are charging $30 per day, for parking, and making approx $4000 per day for parking, there is NO excuse for not having a working camera system, barracades for the parking lot to prevent theift, signs to let guest know auto theft is on the rise, and some type of security for the parking lot. This is unacceptable!Business Response
Date: 04/27/2023
BBB Case #: 19965601
Hotel Site #: 53402
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by *********** at the La Quinta by Wyndham 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 did send this to our Research Team who have advised both parking fees were refunded, total refund $121.24. Please continue to work with the property and local authorities on theft of the vehicle or any further compensation.
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.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************
*******
Liaison, Customer Care
La Quinta Inns is NOT a BBB Accredited Business.
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