Business Profile
Hotels
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:11/14/2022
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 wanted to stay One Night at La Quinta Inn so I got on the phone and reach the reservation desk only to find a man without computer skills and he couldn't understand me. He kept on saying, "I can fix this, I can fix this and again, I can fix this." I decided to pull out and told him,"I'll go in person to the hotel. You can drop this reservation." But, he didn't and gave me Three Days at La Quinta Inn on M Street and I didn't stayed a Night! They got my bank information and everything. I have been trying to reach them for months now. I believe these people are Asians or Mexican and their English is very poor.Business Response
Date: 02/06/2023
Business Response /* (1000, 10, 2022/11/17) */
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 Omaha, NE.
Upon further review, the property did not receive monies for guests' reservations. The guest booked their reservations through a third-party booking agency. Please have the guest contact the booking agency directly for further assistance. She can contact them directly by emailing [email protected] or by visiting, https://www.webbeds.com/contact/.
Kind Regards,
Melissa
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: 888-675-3379Initial Complaint
Date:11/14/2022
Type:Customer Service 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.
Stayed Oct. 5 & 6. Problem with reservation even tho made last year. Room dirty and beat. Desk chair broke dumping me on floor. Repeatedly asked for new chair and cleaning. Promises but nothing. Did not get any room cleaning on morning of 10/6 - only took towels. Could not move to another hotel - no rooms (Hershey car show and flea market). When checking out manager Zachary ********** apologized and came up to the room to take pictures and said he would address this at a morning meeting with housekeeping and that the hotel is going to have a major overhaul. He offered my wife, Caroline, 20,000 Wyndham Rewards Points because of all the problems. She didn't ask for anything - he offered. So far we have not gotten the points and have reached out to him via phone and email several times and he never calls back or answers. Wyndham said they couldn't do anything I needed to handle it with the hotel - but the hotel won't respond. The cost for two nights was $385.44 and a total after taxes of $427.84. Thank you for your help. Both my wife and I are Verterans.Business Response
Date: 01/25/2023
Business Response /* (1000, 5, 2022/11/15) */
BBB Case #: ********
Hotel Site #: *****
Customer Care Case #: ********
Dear Contact:
Thank you for contacting La Quinta(r) by Wyndham Customer Care. We sincerely apologize that your expectations of La Quinta(r) by Wyndham's 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(r) by Wyndham 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 customer's expectations. This is to advise you that La Quinta(r) by Wyndham is solely the licensor of the La Quinta(r) by Wyndham trademarks and service marks to independently owned and operated La Quinta(r) by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility. While La Quinta(r) by Wyndham does not own, operate or control this facility, we will notify the owner/operator of this facility of your complaint and convey our expectation that the licensee take steps to address your concern.
As a gesture of goodwill, we would like to offer you 20,000 Wyndham Reward points -- enough for two free night(s) at any one of our tier 2 Wyndham Rewards hotel or redeem points for a highly discounted nights at any Wyndham Rewards hotel worldwide. If you have yet to enroll in Wyndham 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,
Melissa
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: ************
Consumer Response /* (3000, 7, 2022/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the response once my Wyndham Rewards #
**********. *** ****** Gold level member, Veteran.
Business Response /* (4000, 9, 2022/11/16) */
BBB Case #: ********
Hotel Site #: *****
Customer Care Case #: ********
Dear Contact:
Thank you for your reply. I have deposited 20,000 Wyndham Reward points into the members account. Please allow up to 24 hours for the points to be viewable online.
Kind Regards,
Melissa
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: ************
Consumer Response /* (2000, 11, 2022/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I wish businesses would resolve these issues without having to file a complaint. Thank you for your help.Initial Complaint
Date:10/30/2022
Type:Customer Service 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 October 15, 2022 my son was to check in for 5 days but was declined a room due to the card member not being present. The business also would not accept cash. He was informed that he could not get a room there so he went elsewhere. After 5 days LaQuinta took $89.00 out of my checking account without permission!. Management was to call to call us but never did.Business Response
Date: 01/17/2023
Business Response /* (1000, 5, 2022/11/01) */
BBB Case #: XXXXXXXX
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 *********@*******.com and I will personally help address the guest's needs.
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXXInitial Complaint
Date:10/13/2022
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.
10/04/2022
Booked a room via Booking.com
Hotel listing mentioned check in starting at 3:00 PM, no cut off time
Showed up at hotel at 4am and they refused to check me in
I was directed to call and ask for a refund when the manager was in and I spoke to a manager who said a refund would be processed immediately, showing on my bank in 2-3 business days.
When I followed up on the refund 3 business days later, they said I would have to call corporate. Corporate has said theyll look into it and they have failed to communicate.Business Response
Date: 12/28/2022
Business Response /* (1000, 5, 2022/10/14) */
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 New Orleans, LA. 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 October 19th, 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.
Melissa
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: 888-675-3379
Consumer Response /* (2000, 7, 2022/10/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My issue was resolvedInitial Complaint
Date:10/10/2022
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 stayed at the Laquita Inn in Covington, GA on 9/20/2022. The company I work for pays for my hotels stays through a third party company, ********. Over two weeks after I stayed there, on 10/6/2022 my personal bank card was charged $126.65.....There is no reason for this hotel is even accessing my card two weeks after I have stayed there. It is my personal belief that the GM and employees are stealing money from companies via third party bookings. I spoke to the GM and asked why my card got charged. And she explained to a employee while I was on the phone that this particular employee should have charged the company card and not my personal bank card.
This hotel needs to be investigated and or audited. I want the $126.65 that was wrongfully and unlawfully taken from my card. I want the money that was stolen from my card returned ASAP.
The address of this hotel is
**********************************
The reference or confirmation number associated with my stay there is ************.
Please help me get my money back from this highly suspicious and suspect hotel. And please help other individuals and companies from having unlawful and unwarranted charges to their account by this hotel.Business Response
Date: 12/21/2022
Business Response /* (1000, 5, 2022/10/11) */
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 ******* property in Covington, GA. 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 October 12th. 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 *********@*******.com and I will personally help address the guest's needs.
Melissa
Liaison, Customer Care
******* Hotels & Resorts, Inc.
Office: XXX-XXX-XXXXInitial Complaint
Date:10/10/2022
Type:Customer Service 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.
**** at the front desk at the Deer Valley location in AZ was very rude, did not process our credit card form, and was somewhat racist to our people. What a horrible representation of La Quinta and it's values.Business Response
Date: 12/20/2022
Business Response /* (1000, 5, 2022/10/11) */
BBB Case #: XXXXXXXX
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 *********@*******.com and I will personally help address the guest's needs.
*******
Liaison, Customer Care
******* Hotels & Resorts, Inc.
Office: XXX-XXX-XXXXInitial Complaint
Date:09/29/2022
Type:Customer Service 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.
Use my Wyndham rewards points to book a room for two nights September 23-25. Was charged for full stay on my credit card when their should have been no charges. Called the hotel and spoke with a man named ********. He said he saw the charges, not sure why they were there, but refused to process the refund. Called back multiple times and he was rude and hung up on me multiple times. I'd like a full refund and his job terminated.Business Response
Date: 12/05/2022
Business Response /* (1000, 5, 2022/09/30) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Thank you for notifying our office of the concern filed by ****** **** at the La Quinta by Wyndham property in Arlington, TX. 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 and the guest.
Once again, we apologize for any inconvenience this may have caused.
Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********@*******.com
Brenda
Liaison, Customer Care
******* Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (3000, 7, 2022/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reached out to the hotel multiple times and been hung up on, told they aren't going to process my refund and just been all around rude to me. Please process my refund immediately.
Business Response /* (4000, 9, 2022/10/04) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Our customer care department received an update from the property management team on October 4th informing us that they have issued a refund to the guest's credit card. Please allow up to a minimum of 5 to 7 business days for the refund to reflect.
Thank you,
Melissa
Liaison, Customer Care
******* Hotels & Resorts, Inc.
Office: XXX-XXX-XXXXInitial Complaint
Date:09/28/2022
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.
Disgusting FILTHY LaQuinta
I spent over an hour with Reservations yesterday after we saw how bad & DIRTY the Hotel is. Reservations claimed they couldn't move us.
We have complained to Wyndham via Facebook and Instagram and instructed
by Wyndham website.
I want the Health Department to Inspect. I doubt LaQuibta would let them remain under their brand.
Please refund 50% of the points. That would be 15,000 of the 30,000 I paid.
The hotel receptionist told us to plung our own toilet.Business Response
Date: 01/09/2023
Business Response /* (1000, 5, 2022/09/28) */
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 Tampa, FL. 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 October 3rd. 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 *********@wyndham.com and I will personally help address the guest's needs.
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (3000, 11, 2022/10/18) */
It is NOT true that I didn't respond to the LaQuinta Manager in writing, I did. That 'skid row type motel' has a real problem with Honesty.
The Hotel LIED and said they offered to plunge the toilet both days. NOT true.
Day 1 - we went to the desk where a female, handed my brother a plunger and said they didn't have staff.
Day 2 - a slim male brought a plunger to the room and said he didn't have time to do it, ebut said my brother could.
BUT the issue of the filth of the Hotel and lack of more than 2 yogurts (for a Full motel) in the refrigerator was not addressed.
I did a detailed inspection oc this Filthy place along with Multiple Videos.
They are refusing to reinstate 1/2 my points (it was 30,000 total, I asked for 15 ,000 back and was denied.
Business Response /* (4000, 13, 2022/10/19) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Please accept our apology if the level of service you received on this occasion fell short. We take all guest feedback incredibly seriously, hence why your complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.
As a gesture of goodwill, we would like to offer you 15,000 Wyndham Reward points - enough for one complimentary night stay at any of our tier 2 properties.
Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
Kind regards,
******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (2000, 19, 2022/11/08) */
I accepted the requested 15,000 points which they agreed to refund into my account. I am waiting to see it applied to my account. I called today and they said I should see it in 24 more hours.Initial Complaint
Date:09/25/2022
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 two rooms a La Quinta West Long Branch - one directly on the La Quinta website and one through booking.com. Stay was 9/23/22-9/26/22. My son arrived on 9/23/22 and checked into the hotel and advised the front desk I would be delayed til the next day. The hotel emailed me that night a credit card authorization form and asked me to email it back with my driver license and credit card which I did to pay for BOTH rooms. My son told the front desk I would collect the room key the next day when I arrived. When my husband and I arrived the next morning and requested the key to the room, we were told the reservation had been cancelled as we were a no show. You can imagine my shock after having emailed the hotel all the details the night before and my son notifying them in person. I asked for a manager and was told he was the manager and owner and I was to please leave the hotel. My booking still showed as confirmed - I took a screen shot and when I pointed this out to him , he proceeded to cancel my booking and charged me. What was most upsetting is that it was my daughter's engagement that night and not only was my son staying at that hotel but numerous other guests, because I had advised them to stay there. Instead of looking forward to that night, I had to spend the next 3 hours running around looking for another hotel.Business Response
Date: 01/09/2023
Business Response /* (1000, 5, 2022/09/27) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Thank you for notifying our office of the concern filed by ******* **** at the La Quinta by Wyndham property in West Long Branch, NJ. 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 and the guest.
Once again, we apologize for any inconvenience this may have caused.
Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com
******
Liaison, Customer Care
******* Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (3000, 7, 2022/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a background we used to own and operate the number one resort in the Caribbean ranked by Conde Nast and Travel & Leisure. Currently we are investors in numerous hotels including Marriot and Kimpton Hotels.
The entire reason for filing this complaint as a fellow hotelier was to gain the attention of Wyndham Customer Service to notify them as to the breakdown of service in their La Quinta Brand.
Arriving late for a booking, after the hotel had been advised of the late arrival, while we still had a confirmation of the booking, and then the manager cancelling the booking and proceeding to charge us a cancellation fee seems like fraud to me especially being involved in the industry.
The reason this hotel has hundreds of similar complaints is compounded by Wyndham's Customer Care standard response:
"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 and the guest"
THIS LA QUINTA HOTEL IS AWARE THAT THE FRANCHISE OWNER being Wyndham WILL DO NOTHING so they can get away with anything!
I will be notifying La Quinta's CEO ***** *****
of my complaint and Wyndham's president and CEO ******** ******** of Wyndham's breakdown in customer service. Perhaps they will take some sort of action rather than sending me a cookie cutter response as documented by ****** "after a full review...best resolution would be our direct communication with the property"
******'s solution is actually the basis of our complaint...this makes no sense, perhaps ****** did not review the complaint?
Business Response /* (4000, 9, 2022/09/29) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Dear Contact:
We regret that the guests concern is ongoing. This property is independently owned and operated and unfortunately, customer care does not have the ability to reverse charges, nor issue refunds.
We received an update from the property management team which was a copy of an email that they had sent to Ms. **** explaining why the charges are valid. Please have the guest work with the property directly for resolution.
Once again, we apologize for any inconvenience this may have caused.
Kind Regards,
*******
Liaison, Customer Care
******* Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (4200, 11, 2022/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
La Quinta keeps pushing this back to the property management when the issue is with property management. La Quinta and ******* are not reading this complaint and merely continue to answer with their standard cookie cutter response. I would expect that as this hotel represents the La Quinta brand, La Quinta would demand a certain minuimum standard - especially because the hotel is franchised and not company owned. The volume of complaints on this hotel and the manager speak for itself.I am looking for La Quinta to stand behind its name and do what is right here and not continue to shirk responsibility.
Business Response /* (4000, 13, 2022/10/04) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Thank you for notifying our office of the concern filed by ******* **** at the La Quinta by ******* property in West Long Branch, NJ. 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.
Customer Care offered the guest a refund in the amount of $237.40, which the guest did not accept. 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 adress has changed. If your offices require more information on this matter, please contact me directly at *********@wyndham.com
******
Liaison, Customer Care
******* Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (4200, 15, 2022/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cancellation should not have been charged and we did not accept this offer as it in no way makes up for the extra cost we had in last minute accommodation at higher rates at another hotel and the hours spent on what should have been a joyous occasion running around panicked to find accommodation when I had booked La Quinta months in advance !
In addition we copied the President of La Quinta on this complaint who had instructed - twice- **** ****** - director of customer service to contact us. She still has failed to do so after my husband emailed her with all the facts. My husband received a call from ****** who said she would review our complaint and get back to him. She still has not got back to him. La Quinta corporate refuses to take a stand against this franchise and is thereby merely endorsing their unethical practices. We found 4 instances alone this month where the manager cancels reservations and tries to upsell at a higher rate. This is unethical.
The BBB itself states that due to the volume of complaints against La Quinta, BBB only publishes the content of 30 percent of the total complaints filed.
Business Response /* (4000, 17, 2022/10/06) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Customer Care offered the guest a refund in the amount of $237.40, which the guest did not accept. 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.
Thank you,
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (4200, 19, 2022/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PLEASE SEE my response via email sent to President of La Quinta Brand and Executive Offices of Wyndam.
Mr. ********
My wife just received another response from BBB received from ******* in customer care, stating we did not accept the offer of $237.40, and once again for the sixth time documenting and avoiding the responsibility of your brand, by directing me back to the hotel for a resolution. La Quinta's Corporate inaction is facilitating the continued unethical business practices of this Franchise Holder.
I now have a copy of my daughter's friends' rate that she was charged for the night of the 24th of September, the very day she decided to attend my daughter's engagement party and book a room at La Quinta Long Branch. This was the same day La Quinta cancelled our valid reservation and tried to make us rebook at 100% higher rate than our confirmed rate through Booking.com. Unfortunately with all these combined facts, you are forcing me to pursue possible legal remedies, what other options do I have?. Considering there are three other similar complaints in the last month to this branch alone, this could potentially be a class action suit?
Your email below states, perimeters and reasonability. What is reasonable?
1) Full refund of $237.40 charged to our credit card
2) Reimbursement of higher rate we had to pay at Holiday Inn versus the confirmed rate we had through booking.com of $327.33
3) Full Refund for confirmation number #XXXXXXXX of $665.94. Disgusting room
4) Full refund for my daughter's room of similar amount of $665.94. Disgusting room and denied fresh towels to get ready for her party.
5) TOTAL $1 896.61
No amount of money can reimburse my family for ruining our weekend. We were supposed to be spending family time at the same hotel as we all live in different cities around the states, yet my wife and I were forced to stay at another hotel taking away from our quality time together!
What is really sad, you could have stopped all of this by merely picking up the phone and calling me as an industry colleague which I respectfully requested on two occasions.
***** ****
XXX XXX XXXX
Business Response /* (4000, 21, 2022/10/10) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Customer Care offered the guest a refund in the amount of $237.40, which the guest did not accept. 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.
Thank you,
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (4200, 23, 2022/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On October 7th, 2022, at 9.16am we wrote to Mr.
Krishna Paliwal the president of LaQuinta, explaining why we were refusing the $237.40 and further explaining why a full refund of $1 896.61 for our entire families stay and inconvenience was appropriate. I was responding directly to Mr. ********** email of October 5th 2022, in why we thought this was reasonable.(email submitted to BBB)
On October 10, 2022, instead of Mr. ******* reaching out to me which i had requested on two prior occasions , I received an email from ***** **** of Wyndham Litigation, accepting no responsibility from the Franchising brand and deferring back to the hotel.
(File and email submitted to BBB)
Surely La Quinta Franchising should be protecting their customers from unethical practices of their franchisor, rather than continually deferring back to them sending a clear signal to the franchisor that they can do what they want to their guests without any consequence? This makes no sense to me and should make no sense to customers thinking about making a booking in the over 800 La Quinta hotels!
Business Response /* (4000, 25, 2022/10/12) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Customer Care offered the guest a refund in the amount of $237.40, which the guest did not accept. 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.
Thank you,
******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (4200, 27, 2022/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CUSTOMER CARE CONTINUES TO IGNORE ANY AND ALL OF OUR CORRESPONDENCE. For easy reference I have cut and pasted our response of 10/11/2022, which has been totally ignored.
OUR RESPONSE of 10/11/2022
On October 7th, 2022, at 9.16am we wrote to Mr.
******* ******* the president of LaQuinta, explaining why we were refusing the $237.40 and further explaining why a full refund of $1 896.61 for our entire families stay and inconvenience was appropriate. I was responding directly to Mr. Paliwal's email of October 5th 2022, in why we thought this was reasonable.(email submitted to BBB)
On October 10, 2022, instead of Mr. ******* reaching out to me which i had requested on two prior occasions , I received an email from ***** **** of Wyndham Litigation, accepting no responsibility from the Franchising brand and deferring back to the hotel.
(File and email submitted to BBB)
Surely La Quinta Franchising should be protecting their customers from unethical practices of their franchisor, rather than continually deferring back to them sending a clear signal to the franchisor that they can do what they want to their guests without any consequence? This makes no sense to me and should make no sense to customers thinking about making a booking in the over 800 La Quinta hotels!
Business Response /* (4000, 29, 2022/10/14) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Customer Care has offered the guest a refund in the amount of $237.40, which the guest did not accept. 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.
Thank you,
******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (4200, 31, 2022/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CUSTOMER CARE CONTINUES TO IGNORE ANY AND ALL OF OUR CORRESPONDENCE. This is the 7th time Corporate has sent a generic cut and paste response without taking care of or actually reading the problem. For easy reference I have cut and pasted our response of 10/11/2022, which once again has been totally ignored.
OUR RESPONSE of 10/11/2022
On October 7th, 2022, at 9.16am we wrote to Mr.
******* ******* the president of LaQuinta, explaining why we were refusing the $237.40 and further explaining why a full refund of $1 896.61 for our entire families stay and inconvenience was appropriate. I was responding directly to Mr. ********** email of October 5th 2022, in why we thought this was reasonable.(email submitted to BBB)
On October 10, 2022, instead of Mr. ******* reaching out to me which i had requested on two prior occasions , I received an email from ***** **** of Wyndham Litigation, accepting no responsibility from the Franchising brand and deferring back to the hotel.
(File and email submitted to BBB)
Surely La Quinta Franchising should be protecting their customers from unethical practices of their franchisor, rather than continually deferring back to them sending a clear signal to the franchisor that they can do what they want to their guests without any consequence? This makes no sense to me and should make no sense to customers thinking about making a booking in the over 800 La Quinta hotels!
Business Response /* (4000, 33, 2022/10/19) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Customer Care has offered the guest a refund in the amount of $237.40, which the guest did not accept. 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.
Thank you,
******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXX
Consumer Response /* (4200, 35, 2022/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CUSTOMER CARE CONTINUES TO IGNORE ANY AND ALL OF OUR CORRESPONDENCE. This is the 8TH TIME Corporate has sent a generic cut and paste response without taking care of or actually reading the problem. For easy reference I have cut and pasted our response of 10/11/2022, which once again has been totally ignored for the 8TH TIME.
OUR RESPONSE of 10/11/2022
On October 7th, 2022, at 9.16am we wrote to Mr.
******* ******* the president of LaQuinta, explaining why we were refusing the $237.40 and further explaining why a full refund of $1 896.61 for our entire families stay and inconvenience was appropriate. I was responding directly to Mr. ********** email of October 5th 2022, in why we thought this was reasonable.(email submitted to BBB)
On October 10, 2022, instead of Mr. ******* reaching out to me which i had requested on two prior occasions , I received an email from ***** **** of Wyndham Litigation, accepting no responsibility from the Franchising brand and deferring back to the hotel.
(File and email submitted to BBB)
Surely La Quinta Franchising should be protecting their customers from unethical practices of their franchisor, rather than continually deferring back to them sending a clear signal to the franchisor that they can do what they want to their guests without any consequence? This makes no sense to me and should make no sense to customers thinking about making a booking in the over 800 La Quinta hotels!
Business Response /* (4000, 37, 2022/10/28) */
BBB Case #: XXXXXXXX
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Thank you for notifying our office of the concern filed by Chesise and ***** **** at the La Quinta(r) branded property located at 109 Route 36, West Long Branch, NJ. We are sorry to hear that the property did not meet the guest's expectations. Please be advised the matter has been resolved with the guest with a refund in the amount of $237.40.
*******
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: XXX-XXX-XXXXInitial Complaint
Date:09/20/2022
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.
Stayed evening of September 8 and checked out September 9. Was charged $321.98 including a $150 refundable security deposit. So total charge of $171.98 was correct.
Received my credit card statement and on September 10 my credit card was charged another $151.98. I was in Las Vegas from September 9-14, so this charge could not have been mine.
I called the hotel and they insisted that my folio only had the $321.98 and credit for $150. Would not believe there was an additional charge. I emailed them a copy of my credit card statement showing the $151.98 charge. I tried to call them but they would not answer my call...so I used my husband's cell phone and had both phones ringing into the LaQuinta and they would not answer.
I need to have this $151.98 refunded to my credit card account.
Confirmation# was *************
Reservation under ***** ********
Check in 9/8, Check out 9/9
Room #201Business Response
Date: 11/10/2022
Business Response /* (1000, 5, 2022/09/20) */
BBB Case #: *********
Hotel Site #: XXXXX
Customer Care Case #: XXXXXXXX
Hello:
Thank you for notifying our office of the concern filed by ***** ******** at the La Quinta by Wyndham property in Indianapolis, 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 and the guest.
Once again, we apologize for any inconvenience this may have caused.
Please note our email adress has changed. If your offices require more information on this matter, please contact me directly at [email protected]
Brenda
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: 888-675-3379
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