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

  909 Hidden Rdg Ste 600 Irving, TX 75038-3822

• 

  La Quinta Inns

  1419 N US Highway 67 Cedar Hill, TX 75104-4019

• 

  La Quinta Inns

  311 Stadium Dr Waxahachie, TX 75165-1437

• 

  La Quinta

  8 Keewaydin Dr Salem, NH 03079

• 

  La Quinta Inn

  17 W 32nd St New York, NY 10001

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:03/15/2023

  Type:Billing 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.

  We made a reservation for two days at the La Quinta Inn by ****************** North, for February 24th and 25th 2023. We checked in on Feb. 24th and the next day went out to do our work. On returning to the room on Feb. 25th (in the evening) we found the hotel staff had come in our room, removed all our belongings bagged them up and took them to the front office. They charged us a late check out fee.We were too tired to go to another hotel so we made another reservation for the night at the hotel. We paid more for that night's stay then we would have if they had honored our original reservation.We emailed the hotel manager(*********************) on Feb. 26 about getting a refund, with documentation He emailed back the next day(Feb. 27) saying he received the email and that he would "be back in touch with you as soon as I complete my investigation".On March 1st, we submitted information to the Wyndham Rewards Contact Us page, with the same documentation (reference #********), and explained the situation. They emailed back saying they could not help with billing issues but they did give us another way to connect with *************.On March 5th we emailed ************* with the same documentation (reference #********), and explained the situation. They emailed back saying they have "notified the owner/operator of this facility ... and "asked that they contact you directly to discuss the situation." See uploaded documents.As of today (March 15) we have not heard back from either the manager or the owner/operator. We tried calling the telephone number of the owner/operator but the number is to the hotel. We tried calling 3 times and the owner/operator was never there. On the third call we asked if the owner had an email address. The staff said to send an email to the manager and he would forward it to them. Since the manager has not followed through we don't trust that he would forward any emails either.We expect a refund for one night and the late check out fee.

  Business Response

  Date: 03/17/2023

  BBB Case #: 91722953
  Hotel Site #: 52822
  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 guest's comments have made us aware of an instance when one of our properties did not meet a valued customer's 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 property's management is responsible for meeting brand standards and for day-to-day operations.
  
  To aid me in resolving this matter, please reply with an official copy of your 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 ************ (please include your customer care concern no. *********.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
  
  Kind Regards,
  
  *******
  Liaison, ************************************************ Inc.
  Office: ************

  Customer Answer

  Date: 03/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am attaching the additional documentation ************** is requesting, although it is not necessary. The manager of the La Quinta Hotel we stayed at could provide the receipts they have of the charges they made on our credit card.
  See ******************************** **** Statement Overcharge.pdf

  Business Response

  Date: 03/21/2023

  BBB Case #: 91722953
  Hotel Site #: 52822
  ************* 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 guest's comments have made us aware of an instance when one of our properties did not meet a valued customer's expectations.
  
  To aid me in resolving this matter, please reply with an official copy of your 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 ************ (please include your customer care concern no. *********.
  
  Our apologies, where we do not own the Hotel, we do not have access to their billing information and do require your actual credit card billing statement.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
  
  Kind Regards,
  
  *******
  Liaison, *************

  Customer Answer

  Date: 03/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not have the official statement yet when you requested it(March 20). It just came out later that day, so attached is the official statement (Page 2)containing the 3 charges by La Quinta ********** North.
  See ******************************** **** Statement Overcharge Page 2.pdf

  Business Response

  Date: 04/27/2023

  BBB Case #: 91722953
  Hotel Site #: 52822
  ************* 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.
  
  ***** stated he filed a dispute on the charges, please send in something from your Bank stating the status of the dispute? We do require this documentation. 
  
  Once we receive that we will be right back in touch with *********** 
  
  Our sincere apologies for this experience.
  
  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 *************************************** *************

• Initial Complaint

  Date:03/06/2023

  Type:Customer Service 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 was a guest at the La Quinta Inn and Suites whiles I was visiting ********** *****. I was register to stay for 2 nights. My room was prepaid through Booking.com.The morning after we arrived, at around 10 am (check out time), someone stole the roof compartment off my car with all my brand new camping equipment, blankets and clothes. My car was parked outside our hotel room window, so I could keep an eye on it. And the compartment had locks which had to be cut in order to steal it.I was quick to notice it was gone. They literally stole it while I was on a phone call with my bank.I went directly to the front desk. It was confirmed within a half hour or so that the hotel DID HAVE VIDEO FOOTAGE OF THE ****** They refused to let us see it or share any information with us. I also tried repeatedly to file a report with Fort ************* They never responded to our efforts and asked us to file a report on line.When I pushed the hotel for more information about who was responsible for the crime, the hotel turned on me and asked me to leave before the second night that I had paid for. He told me verbally he would refund the second night, but refused to give me anything written showing that he agreed to the refund. And he threatened to call the police on me if I didn't leave willingly.I was robbed over $2000 worth of personal property. Upon doing further research on this specific hotel, there are several complaints of theft. Some of them even accusing the hotel staff of the thefts. The hotel did NOTHING TO ASSIST US OR IN MAKING US FEEL SAFE AFTER THE INCIDENT.To make matter worse, when I wrote a ****** review on my experience, the property manager claimed I WAS LYING, AND THAT I WAS NEVER A REGISTERED GUEST AT THAT HOTEL...... which is a flat out lie. I was THE ONLY registered guest in my party. I tried for several hours to get the hotel to assist me. They refused. Then they humiliated me and made me feel unsafe.

  Business Response

  Date: 03/07/2023

  
  
  BBB Case #: 05613078
  Hotel Site #: 53295
  ************* 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 guest's comments have made us aware of an instance when one of our properties did not meet a valued customer's 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 property's 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.
  
  Thank you,
  
  
  *******
  
  
  Liaison, *************

  Customer Answer

  Date: 03/08/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  All they did was pass the situation on to the local hotel who I have already tried to reach a resolution with. If that Manager had wanted to work through it, I would have. He chose to protect the thieves instead of his customer.

  Business Response

  Date: 03/13/2023

  BBB Case #: 05613078
  Hotel Site #: 53295
  Customer Care Case #: ********
  
  Dear Contact:
  
  We sincerely apologize the property did not meet your expectations and standards of guest service.
  
  This property is independently owned and operated under a franchise, and its management is responsible for meeting La Quinta by Wyndham standards. We appreciate you taking the time to let us know where this property could improve. We are committed to assuring that all La Quinta by Wyndham properties provide superior service and quality accommodations. Your comments have made us aware of an instance when one of our properties did not meet a valued patron's expectations. The information that you provided will be shared with the property's management, to prevent this type of event from happening in the future.
  
  After a review of your concern, the best resolution would be achieved by direct communication between the property management and yourself. Please contact the property management team at ************ or via email at *******************.
  
  Please accept our most sincere apologies for what you have experienced, and for any inconvenience this may have caused you.
  
  *******
  Liaison, ************************************************ ****

  Customer Answer

  Date: 03/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, nothing has changed. I am unable to get the hotel to respond to my concerns.
  
  This is the only course of action I have available.

• Initial Complaint

  Date:03/02/2023

  Type:Billing 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.

  We checked in to the La Quinta Inn in ****, **, on 2-24-23 in the late afternoon, put our things away and went to an early meeting. We arrived back around 21:30 hours and went to bed. The next morning my wife attempted to shower first and the k**** fell off the shower and we were unable to use the shower at all. We had to go to an all-day event without showering. My wife had to wash her hair in the sink. As we were leaving a maintenance man was walking by and I told him the shower doesn't work. He went inside and after inspecting it he said he would have it fixed by evening. We returned early evening and it was not fixed and still unusable. I went to the desk and told the clerk. He moved us into the room next door. It stunk like garbage and cigarette smoke. I looked behind a table to plug in my cell phone and dirt and cob webs completely covered the electrical outlet. I had to use a paper towel to wipe it off before I would touch it. The baseboards were equally as dirty. The carpet appeared to have food smashed into it and was very dirty. After i went to bed I kept smelling garbage so I checked the nightstand drawers because that is where the smell seemed to be coming from. When I opened the top drawer there was a take-out meal with part of the food still on the plate inside. It had been there a few days. The next morning when I got into the shower the floor popped up and down at least an inch, almost enough to cause you to lose your balance. There were no handles or floor mats and the floor is concave. It was very hard to stand on. The shower floor was also a dirty brown color. The entire complex smelled like cigarette smoke outside as well as inside. None of the ** remotes worked and the buttons were missing on one of them. Both rooms were equally as filthy. The quoted room price was not as advertised but I don't have enough room here to explain.

  Business Response

  Date: 03/06/2023

  BBB Case #: 91719206
  Hotel Site #: 52968
  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, I've informed the property's general manager of the situation. The general manager will contact the guest on or before March 7th. As a company, we're 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 Answer

  Date: 03/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are trying to portray the filthy conditions in the two rooms as unusual and they are not. The hallways and the outside landscaped area are equally as dirty. I have stayed at that motel for two decades, and it was never dirty or disorganized. The parking area was always full and if you came back to your room late, you may have to park some distance from your room because the lot would be full of cars. It has been close to three years since my last stay, and the difference is glaringly obvious.

  Business Response

  Date: 03/13/2023

  BBB Case #: 91719206
  Hotel Site #: 52968
  Customer Care Case #: ********
  
  Dear Contact:
  
  As a one-time gesture of goodwill, we would like to offer you ***** Wyndham Reward points -- enough for a highly discounted nights at any ********************* worldwide. If you have yet to enroll in Wyndham Rewards, you can do so here: ***************************************************************************
  
  Please reply with your Wyndham Rewards member number and we will add the points to your account.
  
  Again, we thank you for bringing this issue to our attention.
  
  *******
  Liaison, ************************************************ Inc.
  

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since ******* purchased La Quinta my account doesn't accept my password, but it doesn't really matter. You are a second or third rate motel chain and the condition of the rooms I experienced proved that to me. I will stay at ********'s in the future. In fact I already stay there, but I wanted to take my dog on the last trip so I chanced it, I came up snake eyes!

• Initial Complaint

  Date:02/26/2023

  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 e-mailed this to Mr. *****
  Manager at : 8701 Turnpike Dr
  Westminster,Co. 80032
  
  The innocent happened on 2/22/23
  
  2/24/2023
  
  Mr. Weiss,
  
  I am writing regarding my uncomfortable experience and false accusations made against me at your hotel, and an extra for $250.00 for "DAMAGES CHARGE DRUGS IN ROOM," I JUST noticed was printed on the bottom of my receipt which I have NEVER seen on a hotel receipt and don't understand.
  
  I stayed at La Quinta located at 8701 Turnpike Drive, Westminster, Colorado 80031, from 02/15/2023-02/22/2023.
  
  I am attaching photos I took upon departing my room, and my hotel receipt I received upon check out on 02/22/2023.
  
  I relocated from California to Colorado for work, and stayed at La Quinta until my move-in date to my new residence.
  
  I am an elderly woman being accused of "damages & drugs in room," in my room. I did not damage or have any kind of drugs in my room.
  
  I would like to receive from your hotel records:
  
  a. written documentation of damages and drugs in my room
  
  b. photos showing damages and drugs in my room
  
  c. evidence leading to your accusation of your WRITTEN CLAIM of "DAMAGES CHARGE DRUGS IN ROOM," totaling $250.00.
  
  One of your AM staff members made comments about foil ??? found in my trash I left outside my door which I had no idea what he was talking about.
  
  Your surveillance cameras will show when I put my trash outside my door there was simply trash.
  
  I feel as though I've been taken advantage of, as I am elderly and alone. I would like to resolve this issue in an amicable way.
  
  Sincerely,
  ******** **********

  Business Response

  Date: 03/16/2023

  BBB Case #: ********
  
  Hotel Site #: *****
  
  Customer Care Case #: ********
  
  
  
  Dear Contact:
  
  
  
  Thank you for notifying our office of the concern filed by ******* ********** at the La Quinta by Wyndham property in Westminster, CO. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property has resolved the situation with the guest via refunding the amount of $420.92.
  
  
  
  Please note our email address has changed. If you need any more information on this matter, please contact me directly at [email protected].
  
  
  
  Melissa
  
  *******, Customer Care
  
  
  
  Wyndham Hotels & Resorts, Inc.

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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 booked a reservation at a La Quinta Inn thinking I would stay a month or 28 days. I checked in with **** who proceeded to charge my credit card in full. $3790.43 or $135.43 per night. I looked on line for a house sit and I was booked in ************* from January 25-January 29 or 5 nights. TrustedHousesitters does not pay those who house sit, I just wanted to save the $650.00. I spoke with **** who I assume is a MGR and he told me not to check out he'd give me a credit for 5 nights. That way he said leave your stuff in the room. I then had an opportunity to stay with a client and watch her dogs so I went back having called **** telling him each day I wouldn't be there and he was very nice until I went back and told him I was leaving so he could provide me with the 5 night credit to my credit card. **** became angry and said he wouldn't provide a refund and when I objected he stated out loud is this Friday so many people are being difficult with him. To which I replied if you didn't rip-off people they wouldn't be so aggravated with you. He asked if I left anything in the room and I said you offered me to leave my stuff there as I think it would show less vacancy to La Quinta management. I stayed 9 nights there you would think he would be appreciative but he presented me with a receipt to sign and said if I don't sign it he wouldn't credit me for the 14 days he threatened to keep the entire amount of $3740. So I signed for the refund which did not include the $650.00 for the five days I went house sitting a pet. I'd like to ask **** if I came back and stayed for one day of the five days he offered as credit how would he then handle the refund for the 4 days? It makes no sense that he withheld my money and if this complaint doesn't get **** to refund the $650 I will be forced to take them to small claims court. Please help as this is entirely unethical.

  Business Response

  Date: 02/08/2023

  BBB Case #: 91713729
  Hotel Site #: 52703
  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 guest's comments have made us aware of an instance when one of our properties did not meet a valued customer's 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 property's management is responsible for meeting brand standards and for day-to-day operations.
  
  To aid me in resolving this matter, please reply with an official copy of your 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 ************.
  
  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, ************************************************ ****

  Customer Answer

  Date: 03/21/2023

  ***Document Attached***
  The response went into my spam folder so I didn't have an opportunity to provide proof of the charges. I have done so today. Please provide this document to ******* at Wyndham/La Quinta Inn so she can respond and provide the appropriate credit of $660.00. Thank you,
  
  *******************
  
  See Attachment/File: Capitol One- Laquinta statement.docx

  Business Response

  Date: 04/04/2023

  BBB Case #: 91713729
  Hotel Site #: 52703
  Customer Care Case #: ********
  
  Dear Contact:

  Please have the guest resend the documents previously requested as I do not see that they were provided in their response.

  Thank you,

  *******
  Liaison, *********************************** & Resorts, Inc.
  Office: ************

  Business Response

  Date: 04/04/2023

  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 ******* 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 showing all the charges/refunds you incurred. 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, *************

  Customer Answer

  Date: 05/07/2023

  There are 3 invoices that La Quinta can refer to in the attachment. But the real reason for my complaint is that the Front Desk Manager **** intimidated me into signing that I received a credit or refund because he threatened not to refund the entire balance of $3900. He left me with no choice. He knew that he had promised me a 5 night credit which wasn't included in the document that he made me sign under duress. La Quinta is a reputable business but **** knows that he made a promise a commitment which I relied upon and left the room for 5 days and he told me to just leave my stuff. When I went back to check out he charged me for those five nights that I was housesitting. I never would have housesat in another location in *************** if I knew **** would not honor his promise and charge me. I spent 9 nights at the La Quinta as a good customer even without the nights I should not have been charged for. Please honor the promise made by **** that I relied upon in good faith. Thank you.

  Business Response

  Date: 05/16/2023

  BBB Case #: 91713729
  Hotel Site #: 52703
  ************* Case #: ********
  
  Dear Contact:

  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. Wyndham ************* does not have access to the properties billing systems which prevent us from issuing refunds nor monetary compensation; therefore, the property management team would need to authorize the refund and process such on their end. 

  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, *************
  
  Wyndham Hotels & Resorts, Inc.

  Customer Answer

  Date: 05/26/2023

  Hello,

   

  Thank you for your response. The local hotel holds itself out as part of the brands by *************** I am sure that the local franchise pays Wyndham a royalty. So when there is a legitimate dispute there is no means to contact the franchise directly so the parent corporation gets involved to protect its image and reputation,

  in that regard please do not simply wash your hands of this matter as ******* has a fine reputation and needs to maintain good customer relations 

  The first thing I did was to reach out directly to the hotel and their response was they do not provide rooms for free. My background in business having developed a retail chain from the street fairs of Manhattan to a (60) store retail chain operating in 17 ** states with 500 employees over 20 years allowed me to understand what good customer relations are and how to build goodwill 

  I would never have gone to this extent if the front desk manager didnt personally make an offer to me that I accepted. I was going to stay 28 nights and stayed 9 but when I explained that I would be leaving for 5 nights to house sit **** graciously offered to keep me in the room during my absence and simply not charge me. He said you do not have to take your stuff just leave it in the room.

  I only took the housesit in *************** because it would save me the 5 nights since the App I used to find the sit is International House Sitting doesnt offer payment for the sit just room and board.

  So I took ***** offer seriously and when I came back to checkout **** became irate saying to his subordinate is this Friday we only get these type of people on Fridays.

  When **** tried to charge me for the 5 nights and at first I refused to sign the refund settlement of the remainder of the 40 days **** said he would not refund any monies for the nights I hadnt used which was in excess of $1700. I signed his document under duress fearing he would not provide me with any refund.

  So you are the last line of defense to right a wrong as I have no where else to go with this complaint and there is no defense or resolution that would be fair without the return of  $650 for the charges for a room in which I didnt use for those 5 days based upon ***** verbal offer.

  I would appreciate your help regarding this matter as it has really gone on too long in the pursuit of money taken for nothing in return and an irate front desk manager.who I do not know why he acted that way after I was there for 9 days and we had some nice prior conversations.

  Your help with this matter would be more than greatly appreciated. Which will restore faith back in your wonderful company 
  

  Sincerely,

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

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

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

   

   

   

  Customer Answer

  Date: 05/30/2023

  I am rejecting this response because:   

  Hello,

  Thank you for your response. The local hotel holds itself out as part of the brands by *************** I am sure that the local franchise pays Wyndham a royalty. So when there is a legitimate dispute there is no means to contact the franchise directly so the parent corporation gets involved to protect its image and reputation,

  in that regard please do not simply wash your hands of this matter as ******* has a fine reputation and needs to maintain good customer relations 

  The first thing I did was to reach out directly to the hotel and their response was they do not provide rooms for free. My background in business having developed a retail chain from the street fairs of Manhattan to a (60) store retail chain operating in 17 ** states with 500 employees over 20 years allowed me to understand what good customer relations are and how to build goodwill 

  I would never have gone to this extent if the front desk manager didnt personally make an offer to me that I accepted. I was going to stay 28 nights and stayed 9 but when I explained that I would be leaving for 5 nights to house sit **** graciously offered to keep me in the room during my absence and simply not charge me. He said you do not have to take your stuff just leave it in the room.

  I only took the housesit in *************** because it would save me the 5 nights since the App I used to find the sit is International House Sitting doesnt offer payment for the sit just room and board.

  So I took ***** offer seriously and when I came back to checkout **** became irate saying to his subordinate is this Friday we only get these type of people on Fridays.

  When **** tried to charge me for the 5 nights and at first I refused to sign the refund settlement of the remainder of the 40 days **** said he would not refund any monies for the nights I hadnt used which was in excess of $1700. I signed his document under duress fearing he would not provide me with any refund.

  So you are the last line of defense to right a wrong as I have no where else to go with this complaint and there is no defense or resolution that would be fair without the return of  $650 for the charges for a room in which I didnt use for those 5 days based upon ***** verbal offer.

  I would appreciate your help regarding this matter as it has really gone on too long in the pursuit of money taken for nothing in return and an irate front desk manager.who I do not know why he acted that way after I was there for 9 days and we had some nice prior conversations.

  Your help with this matter would be more than greatly appreciated. Which will restore faith back in your wonderful company 
  

  Sincerely,

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

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

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

  Customer Answer

  Date: 06/01/2023

  Hello,
  
  
  Thank you for your response. The local hotel holds itself out as part of the brands by *************** I am sure that the local franchise pays Wyndham a royalty. So when there is a legitimate dispute there is no means to contact the franchise directly so the parent corporation gets involved to protect its image and reputation,
  in that regard please do not simply wash your hands of this matter as ******* has a fine reputation and needs to maintain good customer relations 
  The first thing I did was to reach out directly to the hotel and their response was they do not provide rooms for free. My background in business having developed a retail chain from the street fairs of Manhattan to a (60) store retail chain operating in 17 ** states with 500 employees over 20 years allowed me to understand what good customer relations are and how to build goodwill 
  I would never have gone to this extent if the front desk manager didnt personally make an offer to me that I accepted. I was going to stay 28 nights and stayed 9 but when I explained that I would be leaving for 5 nights to house sit **** graciously offered to keep me in the room during my absence and simply not charge me. He said you do not have to take your stuff just leave it in the room.
  I only took the housesit in *************** because it would save me the 5 nights since the App I used to find the sit is International House Sitting doesnt offer payment for the sit just room and board.
  So I took ***** offer seriously and when I came back to checkout **** became irate saying to his subordinate is this Friday we only get these type of people on Fridays.
  When **** tried to charge me for the 5 nights and at first I refused to sign the refund settlement of the remainder of the 40 days **** said he would not refund any monies for the nights I hadnt used which was in excess of $1700. I signed his document under duress fearing he would not provide me with any refund.
  So you are the last line of defense to right a wrong as I have no where else to go with this complaint and there is no defense or resolution that would be fair without the return of  $650 for the charges for a room in which I didnt use for those 5 days based upon ***** verbal offer.
  I would appreciate your help regarding this matter as it has really gone on too long in the pursuit of money taken for nothing in return and an irate front desk manager.who I do not know why he acted that way after I was there for 9 days and we had some nice prior conversations.
  Your help with this matter would be more than greatly appreciated. Which will restore faith back in your wonderful company 
  Sincerely,
  *******************
  ************
  *******************
  
  
  
  

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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 BUSINESS HAS ACCUSED ME OF STEALING AMONG OTHER THINGS THAT WERE FOUND TO BE UNTRUE
  

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 5, 2022/12/29) */
  BBB Case #: ********
  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 [email protected] and I will personally help address the guest's needs.
  
  *******
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379

• Initial Complaint

  Date:12/12/2022

  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.

  We checked into the room and it was absolutely filthy! There were bugs crawling on the table, the room was disgusting! We went right to the front desk and they stated we would get a refund. On Monday after chasing down the manager Deepak S**** who refused to refund us after we were promised then he had the audacity to accuse of from stealing towels from the room!!!! He was completely run and insulting! We are filing formal complaints again Deepak S**** and La Quinta Inn & Suites by Wyndham San Jose Airport
  
  
  tinerary Number: **************
  
  Name: ***** ********
  
  Confirmation Number:
  
  *************
  
  Hotel Information:
  
  La Quinta Inn & Suites by Wyndham San Jose Airport
  
  ********************
  San Jose California
  United States
  
  *************
  
  La Quinta Website
  
  Reservation:
  1 King NSMK with free WiFi, free hot breakfast, mini-fridge, microwave, coffee/tea maker
  
  Stay:
  1 Room(s);1 Night(s)
  
  Occupancy:
  2 Adult(s), 0 Child(ren) ages 0-17
  
  Check-In:
  Saturday, December 10, 2022 15:00 (3:00 PM)
  
  Check-Out:
  Sunday, December 11, 2022 11:00 (11:00 AM)
  

  Business Response

  Date: 03/13/2023

  Business Response /* (1000, 5, 2022/12/13) */
  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ******** at the La Quinta by Wyndham property in San Jose, CA. To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before December 15th. As a company, we're 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.
  
  Melissa
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: ************

• Initial Complaint

  Date:11/29/2022

  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.

  On November 18/2022 we travelled to North Carolina for the wedding. We got stuck in the snowstorm at Lackawanna city, we can't go anywhere because the highway I90 shutdown we have to get in the Laquinta hotel. First they don't let us stay they want to kick us out because too much snow. We said we can't go because the highway closed and during snowstorm we can't drive anywhere. We wait from 9:00a.m to 10: PM we have the room. November 19 we want to check out but the snow cover whole driveway we can't move out. So we have no choice we have to staying 1 more night. We paid cash for 2 nights it cost $159 per night. So Sunday morning we have to checkout but the hotel still doesn't clean up the snow. We so frustrated and starving because no food to eat. We asked the owner have to ploughed the snow so we can get out at 4:00 AM they said they call the snow plow . already just wait . But we waited and waited until 8: PM Sunday November 20 finally we can move the car and get out of that hotel. So we not stay at that hotel the days 20. But they charge on my credit card $159US, it is ridiculous for treatment the guest like that. They didn't give us receipts even signing on the paper when you check in hotel. They asked my ID and credit card, but we paid cash for 2 days we stayed and the third day we waited for them cleaning the snow on driveway so we can drive out . Why they charge on my credit card when we not staying there that night!!!. We want them refund my money and apology us because they treated us like animals they verbally abuse us and threatened to kick us out of hotel during the snowstorm and emergency situation. Unbelievable the American business treating the customers like that.
  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/12/01) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by **** *** at the La Quinta by Wyndham property in Lackawanna, NY. To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before December 7, 2022. As a company, we're 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 [email protected] and I will personally help address the guest's needs.
  
  
  
  
  
  
  Michele
  
  Liaison, Customer Care
  ******* Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX

• Initial Complaint

  Date:11/18/2022

  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 stayed at the La Quinta/San Jose airport location 11-13-2022. When I got in my room there was dirty towels in the bathroom, the main door to get in was not on correctly, safe did not work TV did not work, and phone did not work. I called the desk and waited for someone to come fix everything. I waited and finally left for my engagement. When I got back to the room only the phone was working. I send the hotel an email 11-15-2022 when I got home with a complaint about the room and got a message back stating that they could only give me some member points. I paid over $300 for this room and feel that I should get some type of refund or credit for a stay.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/11/18) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* **** at the La Quinta by Wyndham property in San Jose. To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before November 21st, 2022. As a company, we're 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 [email protected] and I will personally help address the guest's needs.
  
  
  
  Michele
  
  
  Liaison, Customer Care
  Wyndham ****** & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (3000, 7, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I waited until end of day on November 22 and still have received no response or contact from this company
  
  
  Business Response /* (4000, 9, 2022/11/29) */
  Hello,
  
  Thank you for contacting Wyndham Hotels & Resorts, Customer Care. We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with us 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, and as the resolution, we would like to apply 15,000 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.
  
  If you have yet to enroll in Wyndham Rewards, you can do so here: https://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=
  
  
  If you are not a currently a member, let me share the great benefits of being a Wyndham Rewards member! Earn points at over 7,800 participating hotels around the globe, including: AmericInn(r), Baymont Inn & Suites(r), Days Inn(r), Dazzler(r) Hotels, Dolce Hotels and Resorts(r), Esplendor(r) Boutique Hotels, Howard Johnson(r), La Quinta(r), Microtel Inn & Suites by Wyndham(r), Ramada(r), Super 8(r), Travelodge(r), Hawthorn Suites by Wyndham(r), TRYP by Wyndham(r), Wingate by Wyndham(r), Wyndham Grand(r), Wyndham Hotels and Resorts(r), Wyndham Garden(r), Trademark and participating Caesars Entertainment branded hotels worldwide. Stay everywhere from North America to Europe to China 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(r), Baymont Inn & Suites(r), Days Inn(r), Dazzler(r) Hotels, Dolce Hotels and Resorts(r), Esplendor(r) Boutique Hotels, Howard Johnson(r), La Quinta(r), Microtel Inn & Suites by Wyndham(r), Ramada(r), Super 8(r), Travelodge(r), Hawthorn Suites by Wyndham(r), TRYP by Wyndham(r), Wingate by Wyndham(r), Wyndham Grand(r), Wyndham Hotels and Resorts(r), Wyndham Garden(r), Trademark, participating Caesars Entertainment 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 Rewards(r) Visa 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 with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.
  
  
  Thank you for choosing Wyndham Hotels & Resorts!
  
  Kind regards,
  Michele

• Initial Complaint

  Date:11/17/2022

  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.

  1. Date of transaction: 9/15-19/22
  2. The amount I am disputing: $547.56
  
  Dispute information:
  Merchandise/hotel services did not meet minimum expectations.
  
  I arrived on 9/15/22 11 pm. My room was filthy. The room really smelled bad, like someone had smoked in there and covered it up with cheap men's cologne.
  
  I froze all night. The air conditioning system would not turn off. In the morning I mentioned the smell of smoke to Ashley at the front desk. She told me no one could have smoked in the room?? I requested to be moved to another room, but they said they didn't have any available due to the University of Tennessee football game that weekend. (I tried to find another hotel and there was nothing available within 15 miles of my daughter).
  On the morning of the 17th after I froze again, all night, I noticed that the air conditioning unit in the floor above me was leaking onto my unit, soaking the window, flooring, curtains, etc...I noticed the wall was brown with mold...no wonder the room stank. This leak has been going on a long time. I tried to call the front desk, but the phone in the room was not working. I dialed using my cel phone. This room should never been rented out to anyone.
  Sarah the hotel Manager came to the room and said she could move me to another room. She also mentioned that she would try to get the first TWO nights credited to my stay. She also mentioned that the AC units were not working, that the entire building was getting gutted soon. Again, AC unit could not be turned off, so again I froze all night for the remaining two nights of my stay.
  
  Sarah texted me on the last day, saying owner refused to credit first two nights, credited me one night.
  
  I am requesting a full refund as La Quinta Knoxville papermill is a dump. Besides filthy, AC units cannot be adjusted or tuned off, and I was exposed to mold during my stay. See photos attached.

  Business Response

  Date: 02/15/2023

  Business Response /* (1000, 10, 2022/11/18) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  
  Dear Contact:
  
  The property has advised they have issued the ******* *************** a one-night refund.
  
  As a gesture of goodwill in addition, we would like to offer her 15,000 Wyndham Reward points enough for one free night at any one of our tier 2 property's or redeem 3,000 points for a highly discounted night at any Wyndham Rewards hotel worldwide. If you have yet to enroll in Wyndham Rewards, you can do so here: https://www.wyndhamrewards.com/trec/consumer/consumerEnroll.action?variant=
  
  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.
  
  Michele
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX