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Business Profile

Hotels

La Quinta Inns

Headquarters

This business is NOT BBB Accredited.

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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

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La Quinta Inns has 351 locations, listed below.

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    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 Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/13/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 paid over 150$ on August 12th in hopes to stay at a clean safe hotel after driving 18+ hours straight from IL to Texas. Long story short the manager said we can't have breakfast just 20 minutes before breakfast time no big deal, roaches where crawling EVERYWHERE including above the bed, all around the toilet and in the fridge area, we are so tired and from the hood so we didn't even care, THEN I go to shower the next morning the water bleeds out with yellow pissy smelling water for 30 seconds. I caught the last few seconds on camera so we didn't clean ourselves there. THEN we go to watch TV while waiting for our mom to save us IT DOESNT WORK, we tried to swim it was closed w/no explanation really, there was no fire alarm in our room just wires, the room was shared a thin closet door turned out to be the next room BARLEY LOCKED, guys smoking weed with pit bulls at the exsist, and to top it off we thought it was Mary J*** we smelled turns out MOLD was all over our floor from the AC leaking water for God knows how long. There was a huge puddle about 2 feet long..I have video and photo proof. I tried to just get a refund she told me ok yes. Then ghosted me til this day. The 3rd party agent that booked us this **** hole even called and emailed them and were cussed out, left on read as well, or told I was lying (I have email proof) this place NEEDS to be shut down. The pictures aren't what you get, the staff is a joke, and it's plain dangerous and health code violation dirty. Just read the reviews which u wish we did before booking smh

      Business Response

      Date: 11/07/2022

      Business Response /* (1000, 5, 2022/09/14) */
      BBB Case #: XXXXXXXX
      Hotel Site #: XXXXX
      Customer Care Case #: XXXXXXXX

      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 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. Customer care does not have the ability to authorize nor issue refunds or monetary compensation.

      As a one-time gesture of goodwill, we would like to offer the guest 15,000 Wyndham Reward points enough for one free night at any one of our tier 2 properties or redeem 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: ***************************************************************************

      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: 888-675-3379

    • Initial Complaint

      Date:09/07/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 just one night at a hotel.We complained about the conditions while there.We also filed a bad google review.The hotel retaliated by fabrication a lie and holding on to our deposit.

      Business Response

      Date: 11/03/2022

      Business Response /* (1000, 5, 2022/09/08) */
      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.

      Melissa
      Liaison, Customer Care

      ******* Hotels & Resorts, Inc.
      Office: XXX-XXX-XXXX


      Consumer Response /* (3000, 7, 2022/09/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      - Confirmation number: 88722**083210
      - Exact address/name of the hotel: 9202 North 30th Street, Tampa, Florida XXXXX
      - Under what name was the reservation booked: **** ******
      - Date of arrival (exact date of stay): 07/17/2022
      - Room number: ?


      Business Response /* (4000, 9, 2022/09/12) */
      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 Tamp, FL. 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 address has changed. If your offices require more information on this matter, please contact me directly at *********@*******.com


      Marsha
      Liaison, Customer Care
      ******* Hotels & Resorts, Inc.
      Office: XXX-XXX-XXXX

    • Initial Complaint

      Date:09/04/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a hotel stay at La Quinta my reservation number was ************** the total of my online transaction was $212.68. Upon arriving at the hotel and staying there one night my parents and I left the hotel. The helpful receptionist adjusted my stay to $141.78. I am seeking a refund of $141.78 due to the following reasons.

      The pool on their listed website was completely unusable due the green slime and water, this is false advertising per "hotel amenities" on their website.
      The sheets were strained and all smelled of onions.
      The sink took all night to drain just from brushing our teeth.
      The conditions of the carpet required shoes to be worn throughout our entire stay (please see images attached)
      The air conditioner door kept popping out of place and hitting our leg when we walked by.
      There was a spoon in the drawer.
      The television volume could not be adjusted.
      There was a bottle of lotion under the nightstand with tissues.
      The parking lot's rising wooden arm had been ran over so other cars were parked in the parking lot as well as homeless people loitering in the corners of the dark parking garage.

      The most concerning remark is that upon checking out and discussing this with a local we were told my two people that this hotel is used to house homeless people so they do not do updates. Homeless can have a cool place to stay during the summer for $20 in cash.

      I have emailed the assistant manager three times and have called her and the manager Destiny twice a week since our stay. I am always forwarded to Destiny's voicemail.

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 5, 2022/09/07) */
      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 Little Rock, AR. 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 September 9th. 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

    • Initial Complaint

      Date:08/30/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Got to motel to check in paid with my card it was declined but the money came off my card and they would not give my money back but they took my money off my card have it on my bank act where it shows they took my money but never gave me a room to stay still haven't got my money back yet

      Business Response

      Date: 10/26/2022

      Business Response /* (1000, 5, 2022/08/31) */
      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):

      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-XXXX

    • Initial Complaint

      Date:08/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Business is not posting current hotel conditions. Business is not keeping common areas clean. We were not told until we arrived from Washington that the pool wasn't available. That was one of the reasons we made a reservation at this hotel was that it had a pool. Laundry facilities were not Available. Neither one of these issues were Passed along to us prior to arrival. Even though the front desk agent claimed we were suppose to have received an email explaining these issues. The hallways and common areas of the hotel were absolutely disgusting. They were not cleaned once during our 4 day/ 3 night vacation. The carpets had black stains up and down the hallways and by the elevator.This hotel chain needs to be responsible for informing its guest prior to arrival of certain Amenities they advertise are not available. It would at least give the consumer the option rather than wait until the guest arrives and really has no other option than to stay there.

      Business Response

      Date: 11/01/2022

      Business Response /* (1000, 11, 2022/09/08) */
      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.

      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: XXX-XXX-XXXX

    • Initial Complaint

      Date:08/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Hi on 7/23/22 at about 11pm I booked a stay at Laquinta Inn & Suites in Mount Laurel NJ with my family. I booked the motel through a third party through bookings.com in which I am more than unsatisfied and upset with. From I went to check into the Inn with some of my family the first red flag that I didn't know it looked the way it did not the same from the pictures. We had to wait for over 15 minutes to check in because one representative was asking the guest in front of me for much much stuff and everything was a problem. I check in finally and wasn't given any form of directions where the room was or about the room so i went back and forth with my child to figure it out. As I was walking through the halls I saw that the motel wasn't like the pictures and it wasn't clean. The walls had stains on them, the elevator had scribbling ink marks on the emergency signs and someone wrote do not stay. I went into my room and it wasn't what we expectedI, on my reservation I saw that it said double room and I thought double mean 2 beds. I picked up the dirty outdated phone with a tissue and called down to the desk not touching anything else and said I wanted a room with two queen beds and I have one. The rep on the phone said oh okay that's no problem just come down we have plenty to change to. I went down to the desk with all my belongings and when I went to the desk to say I just spoke to someone the one representative said okay, but then the representative that checked me in stepped in front and said no we don't have any, you booked one bed. I went back and forth for about 5-10 minutes explaining I wanted 2 beds and my reservation said a double and I was told I could switch. The check in rep said no you booked through a thirds party you have to contact them and we are selling now at $180-220. I said oh now that's crazy and two much because I seen it for cheaper and it's almost 1am Sunday morning. I called booking.com and they said it was up to the motel. I asked to speak t

      Business Response

      Date: 10/28/2022

      Business Response /* (1000, 5, 2022/08/31) */
      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 Mount Laurel, 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 or with whom the reservation was booked.

      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


      Consumer Response /* (3000, 7, 2022/09/02) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I wasn't given anything to accept or disagree to. I have reached out to the location where I stayed so many times and still no answer back from the manager. I have reached out to the Wyndham and still they told me to reach out to the manager and so did booking. Its really bad and I recommend no one and not a pet go there either.


      Business Response /* (4000, 9, 2022/09/06) */
      BBB Case #: XXXXXXXX
      Hotel Site #: XXXXX
      Customer Care Case #: XXXXXXXX

      Dear Contact:

      As a gesture of goodwill, we would like to offer you 3,000 Wyndham Reward points. 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.

      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379

    • Initial Complaint

      Date:08/25/2022

      Type:Product Issues
      Status:
      Answered
      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.
      A KY National Guard soldier was on Federal Orders for Covid Relief Mission in Paducah, KY. he stayed at the LaQuinta Inn Paducah from 3Apr-7May22. He was charged the "military" rate according to mgr, on most nights it was $105. The federal locality max rate is $96 a night. Mgr said soldier asked for "military" rate, which, at their hotel is higher than the Fed Govt rate of $96! Military is Fed Govt! Then some nights during a week in Apr he was charged as much as $439! The hotel mgr refuses to refund any of these charges. The soldier says he was not told the rates would go so high, mgr says his desk clerk did tell him. Regardless, they should refund at least the days he was charged $105 down to $96! This hotel is causing financial hardship for a U.S. Soldier who was in the area to work with hospitals, administer tests, etc for the Covid mission. They purposely charged a U.S. Soldier $105 when they could have given him the $96 rate at least for the non-high volume week in April. And mgr says it was because the soldier asked for the military rate. Thanks La Quinta Paducah.

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 5, 2022/08/26) */
      BBB Case #: XXXXXXXX
      Hotel Site #: ??
      Customer Care Case #: ???

      Hello:

      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.


      Brenda
      Liaison, Customer Care

      ******* Hotels & Resorts, Inc.
      Office: XXX-XXX-XXXX

    • Initial Complaint

      Date:08/21/2022

      Type:Product Issues
      Status:
      Answered
      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 august 8th I checked out of la Quinta in glen burnie. I was told we had a noise complaint while there. I was charged $100 room damage fee. Nothing was broken in this room. When I called to ask about it I was told my children damaged the room. I did not even bring children with me. I do not have children. We were all grown adults staying in the room and nothing was damaged. This hotel is refusing to refund a deposit because we were noisy guests. The hotel manager was very unkind.

      Business Response

      Date: 11/03/2022

      Business Response /* (1000, 10, 2022/08/23) */
      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 Glen Burnie, MD. 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 August 26th. 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 /* (3000, 17, 2022/09/01) */
      I'm not sure why this was closed no one ever contacted me.


      Business Response /* (4000, 19, 2022/09/02) */
      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 Glen Burnie, MD. 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


      Consumer Response /* (4200, 21, 2022/09/05) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I've spoken to management at the hotel numerous times. Each time they give me a different excuse for taking $100 from me. There were no damages done to the room and I want my money back. Who else can I contact regarding this?


      Business Response /* (4000, 23, 2022/09/07) */
      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 Glen Burnie, MD. 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 address has changed. If your offices require more information on this matter, please contact me directly at [email protected]


      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379


      Consumer Response /* (4200, 25, 2022/09/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This does not answer my previous question.


      Business Response /* (4000, 27, 2022/09/09) */
      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 Glen Burnie, MD. 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. Unfortunately customer care does not have the ability to resolve this concern. If a property does not return a guests deposit due to damage that was done at the property, the guest needs to work with management for resolution.

      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 [email protected]

      Melissa
      Liaison, Customer Care

      Wyndham Hotels & Resorts, Inc.
      Office: 888-675-3379

    • Initial Complaint

      Date:08/10/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 WAS ABSOLUTELY THE GROSSEST HOTEL WE HAVE EVER STAYED IN. To start the second we walk in the room it reeks of staleness & mold. Walk into the bathroom and there is a HUGE spot with Black mold being the toilet. I have two kids with me 3 & 1 so naturally I think it's safe to walk/crawl around within minutes of them walking around their feet.hands & knees are BLACK. In my opinion if a room has been correctly clean It should not smell horrible the second I walk in & my feet should not be filthy within seconds. My family has been coming to this same La Quinta for 8 years & this the worst experience we have ever have. Unfortunately we will not be continuing our stay here & will not be back. We were in room 124.

      Business Response

      Date: 09/22/2022

      Business Response /* (1000, 5, 2022/08/10) */
      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):

      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-XXXX

    • Initial Complaint

      Date:08/09/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My two small children, ages 1 and 4, and I are currently staying at this hotel. I am a young mother here by myself during the day while my husband works here in Midland. Today CHRISTINA G*******, front desk staff, called my room and requested I come down to sign a paper which her co-workers forgot to have me sign the night prior. I stated I would in an hour, after my two small children woke up. CHRISTINA G******* then proceeded to pound aggressively on my door, only 20 minutes later, waking my two small children, and exhibiting very aggressive and hostile behavior. CHRISTINA G******* then stated, loudly and aggressively "you better wake them up right now" regarding my two sleeping children, and with an intention to intimidate me stated I needed to go downstairs and sign said paper immediately, after I stated I had no problem with doing so numerous times. General Manager RYAN W*******, did not seem concerned when I brought this matter to his attention. We have paid a lot of money and have been staying at this hotel for a week now, with a reservation to stay another week. As a hotel, their job is to provide excellent customer service, however that did not happen today with said employees. I was discriminated against for having two small children and I feel unsafe and uncomfortable at this establishment now. The way I was spoken to and ridiculed by CHRISTINA G*******, was damaging mentally and emotionally for me and my two young children. I have filed a complaint with Wyndham, and I will continue to do so until some action is taken against this hostile employee who is clearly not fit to work with the public. CHRISTINA G*******'S actions were unwarranted and uncalled for and her employment with Wyndham hotels should be terminated. As a customer and consumer, I did nothing to provoke or warrant this type of harassment and discrimination.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 5, 2022/08/10) */
      BBB Case #: ********

      Dear Contact:

      Thank you for notifying our office of the concern filed by ***** *****. Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.

      - Confirmation number
      - Exact address/name of the hotel:
      - Under what name was the reservation booked:
      - Date of arrival (exact date of stay):
      - Room number:

      If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

      Melissa
      Liaison, Customer Care

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

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