Business Profile

Hotels

La Quinta Inns

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Name: La Quinta Inns
Address: 909 Hidden Rdg Ste 600, Irving, TX, 75038-3822, USA
Telephone: (214) 492-6600

This profile includes complaints for La Quinta Inns's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

658 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.

Initial Complaint
Date:03/27/2025
Type:Service or Repair 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.
The date of the transaction occurred on 02/14/2025. I reserved two hotel rooms for two nights. One room was for my husband and I . The other room was for my parents. I paid in full for the two nights and the two rooms as well a security deposit. There was no hot water in the entire hotel. I asked for an *** of when the problem would be resolved and there was not an answer. Also in my parents room there was a big leak coming through the roof. It was there the tv was . There was a risk of electrocution and slip/fall for my elderly parents. The hotel provided towels as a solution. At 10am the next morning , there was still no hot water, I had to find another hotel. The hotel charged an early check in fee. I asked for a full refund and was told they could not provide me a receipt. After contacting the hotel again and ***********, I was refunded for the second night and the deposit. I contacted corporate and they referred me the hotel. I contacted *********** and they referred me back to the hotel. I contacted them one more time and they told me they could not refund me because I had stayed the night. I tried to reason that I paid for a hotel room that should have hot water. They were not willing to reimburse me . $94.13 a night for each room. $ ****** total.
Business Response
Date: 03/28/2025
BBB Case #: 23125836
Hotel Site #: 52968
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by **** ********* at the La Quinta property in ****, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
Once again, we apologize for any inconvenience this may have caused.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
*******
Liaison,Customer Care
**********************************
**************

Customer Answer
Date: 03/28/2025
I am rejecting this response because:
I have made direct contact with the property as well as the franchise on several occasions. Neither have been able to take accountability or resolve the issue .
Business Response
Date: 03/31/2025
BBB Case #: 23125836
Hotel Site #: 52968
Customer Care Case #: ********
Dear Contact:
The general manager of the La Quinta property sent an email to the guest ******************** on February 23rd offering apologies for the poor experience. If the guest has not received this email, please have them check their spam/junk folder. Please have the guest reply to the email so they can work with the property directly. If the guest did not receive the email, please have them contact the property directly via email at **************************************************************
Thank you.
*******
Liaison, Customer Care
**********************************
**************
Customer Answer
Date: 03/31/2025
I am rejecting this response because:
I would like a full refund . I did not stay at the hotel for more than 24 hours because it was uninhabitable and there were safety concerns

I called the hotel last Thursday and was told they will not refund me .
Initial Complaint
Date:03/27/2025
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 was called to put a deposit down on my sons reservation from the business which was very unprofessional. I let them charge my credit card for $100 and I checked my bank statement and they kept the hundred dollar deposit plus his money for his reservation and he left that night because they were treating him different he is younger and I ended up picking him up on time that evening so they said they would credit my credit card back within 3 to 5 days and they never did. I called them today, which is March 1, and they told me that they kept the money due to someone smoking in the room which was not accurate accurate because none of us smoke then they proceeded to say it was marijuana sent in there, which is also not true and it upset me becausewe do not use any recreational or any other types of drugs or alcohol. When I talk to the lady at the front desk. She wasvery rude and continued to cut me off stating that the manager wanted to keep the hundred dollar deposit even though we left that evening and also when I asked to talk to the manager, she told me she was the manager and there was no one else to talk to. This is unprofessional and I want my hundred dollars credited back to my credit card because we were not there no longer than six hours while I made itthat way to pick up my son and take him back home because he had a long flight from ****** to there, renting a room at facility, which turned into a disaster. I am reporting them today because of the way they treated us after doing several rentals there throughout our time of traveling back-and-forth out of state forthem to do this to us is very unheard of and very rude and professional. The lady even hung up on me and refuses to talk me, which I am a professional myself, and I do not think that is how you should run a business or have someone talk to people that are using their services.
Business Response
Date: 03/27/2025

BBB Case #: 23007535
Hotel Site #:
Customer Care Case #:

Dear Contact:

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

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

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

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 03/27/2025
I am rejecting this response because:

I included all that in the information with the original complaint and the reservation was under Siris ****** And the credit card used was mine ****** ****** I called the hotel and they can easily pull it up, but they were very rude to me. Thats why I am reaching out with the BBB. Please help resolve this matter or I need it taken off my credit card as soon as possible. Thank you very much.
Business Response
Date: 03/28/2025
BBB Case #: 23007535
Hotel Site #: 53721
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by Siris ****** at the La Quinta property in *******, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation.The general manager will contact the guest on or before March 31st. As a company, were committed to delivering a great experience with every stay with us.
Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
*******
Liaison,Customer Care
**********************************
Initial Complaint
Date:03/27/2025
Type:Service or Repair 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 recently stayed at the LaQuinta Inn and Suites in ****************, which was a true disappointment. Upon checking out, I asked that the manager call me, but no one ever did.I checked in at about 10 pm at the ***************************** location. Arriving in the room, I first noticed the WiFi and the TV did not work. It was very late, and I was tired from driving all day, so I decided to live with the inconvenience. The room had a foul odor, and the carpet was dingy looking as if it had not been cleaned for many years; there was leftover garbage from the previous guest, the bathroom door lock was broken, and the bathtub had hair from the previous guest. I had to wash that out before using it. In addition, the bathtub was unstable, and felt like I could fall through it. I tried to call the front desk, to report the problems, but the representative at the front desk did not answer the ******** the process of leaving the room, I saw the housekeeping manager who I showed the garbage in the room and showed some of the problems with the room. She did not even apologize for her poor performance and upkeep of the room, all she said was thank you. I would not recommend this establishment to anyone.
Business Response
Date: 03/27/2025
BBB Case #: 23123129
Hotel Site #: 52705
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ****** ********* at the La Quinta property in ***************, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation.The general manager will contact the guest on or before March 31st. As a company, were committed to delivering a great experience with every stay with us.
Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
*******
Liaison,Customer Care
**********************************
Customer Answer
Date: 04/09/2025
I am not interested in reward points valued approximately $10, I paid approximately $100 for a room that was wrongly advertised, and was poorly kept. You had garbage in your room , which respectable establishment does that? Please do not insult me with your $10. A full refund is expected
Business Response
Date: 04/09/2025

BBB Case #: 23123129
Hotel Site #: 52705
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ****** ********* at the La Quinta property in ***************, ***

Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. The property has offered 1500 Wyndham Reward points, please work with third party where you booked and paid your reservation and the property if you are looking for a refund.

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.

If your offices require more information on this matter, please contact me directly at ********************************.

*******
Liaison, Customer Care
**********************************
Office: ************
Initial Complaint
Date:03/25/2025
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 reserved a room at this hotel on 03/22/2025 until 03/23/2025. One night stay. First, the pics are fraud cause the rooms doesnt look the same(fake advertising) the liquid dispensers was all empty(fake advertising) the complementary breakfast was garbage(fake advertising)the restroom smelled like urine, no elevators, sink stopped up (didnt work). The number for front desk is fraud it take you to an offshore agents. I gave the hotel a $100 deposit and they only gave me back $50. The receipt i received on 03/23/2025 had fraud charge of a damaged iron board. There was no iron nor an iron board in this room upon arrival and departure. Thats not even an amenities of the hotel stay or advertising. I have been calling the hotel since receiving the receipt on my stay and all i have gotten is offshore agents and the run around. I am demanding that someone higher up that look at this hotel with fraudulent charges on individuals staying at this hotel. I am demanding my $50 thats owed to me from the remaining of my deposit.
Business Response
Date: 03/26/2025
BBB Case #: 23111287
Hotel Site #: 53303
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ****** ******** at the ******* by Wyndham property in *********, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation.The general manager will contact the guest on or before March 31st. As a company, were committed to delivering a great experience with every stay with us.
Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
*******
Liaison,Customer Care
**********************************
Initial Complaint
Date:03/20/2025
Type:Service or Repair 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 booked a hotel room with ************** back in February, and got a rate of $288.67 for my stay, I was planning on a proposal for my girlfriend. We are looking to stay up in ********* two days before our reservation. I was given an offer to-upgrade our room for an additional $50 so I accepted and said yes, then my new room price increased by over $100 to $394.24 to which I then called the hotel and said I would like to resend the offer because it was over what the app told me theysaid they could definitely help me out so they decrease my room from the upgraded suite to a regular room and kept the $394.24 charge and said thats the new rate I called the hotel and had two representative say that their manager would be able to help me out I called this morning and spoke to a lady who said there is absolutely nothing that can be done and the manager isnt coming in today and she was extremely rude she kept trying to tell me that this is their new best price and thats all Im gonna get. I have until 6 PM to cancel after trying to find support through their customer service. I was lead in circles for about ************************************************************************************** limbo.
Business Response
Date: 03/20/2025

BBB Case #: 23092168
Hotel Site #: 53705
Customer Care Case #: **********/***
Dear Contact:
Thank you for notifying our office of the concern filed by ***** ***** at the La Quinta property in *********, AZ.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before March 23, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 03/21/2025
I am rejecting this response because: It has already gone beyond my cancelation policy and I found a new hotel.
Business Response
Date: 03/26/2025
BBB Case #: 23092168
Hotel Site #: 53705
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ***** ***** at the La Quinta property in *********, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
Once again, we apologize for any inconvenience this may have caused.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
*******
Liaison,Customer Care
**********************************
Customer Answer
Date: 03/26/2025
I am rejecting this response because: Although they are franchised they couldnt support me during my stay and will leave a negative review on their part.
Initial Complaint
Date:03/17/2025
Type:Service or Repair 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 used Wyndham rewards points for a room in ************ There was a problem with the room .Electrical half the outlets didn't work the shower didn't work.They could not accommodate us with another room. We ended up checking out and having to pay fir another hotel with Holiday inn express. There was an investigation We were supposed to get ****** reward credit back to our account my husband received an email stating rewards were returned but they were not.I want the cost of having to pay for a hotel room that should of been free.
Business Response
Date: 03/18/2025

BBB Case #: 23076095
Hotel Site #: 52876
Customer Care Case #: ********
Thank you for contacting La Quinta by ********************** We sincerely apologize that your expectations La Quinta by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
The La Quinta by ******* chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that La Quinta by Wyndham is solely the licensor of the La Quinta by ******* trademarks and service marks to independently owned and operated La Quinta by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.
As a valued ******************* Wyndham Rewards member, I sincerely hope you will give us an opportunity in the future to extend our usual hospitality. As a gesture of goodwill for reference number ********, I have added ****** points to your Wyndham Rewards account *********J that will appear within 24 hours.
Please know that we truly appreciate your feedback and the opportunity to respond to your concerns.
Kind regards,
*******
Liaison, **************************************** & Resorts
Initial Complaint
Date:03/16/2025
Type:Service or Repair 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 located at ************************************* from March 12 to March 15 2025. Confirmation number *********. Booked through Priceline.I arrived, exhausted, at the hotel and attempted to check in. Was told I needed to pay $46 in taxes that Priceline did not pay. I refused as I had already paid these as part of my reservation. They refused to let me check in and demanded I call Priceline. Spent half hour on the phone with Priceline (who also contacted the hotel) and was allowed to check in. ********* said they would pay. I was awoken at 5 AM by front desk calling the room, stating that GM (who was supposedly on vacation and unavailable for me to talk to) instructed the front desk to wake me up and demand $46 payment. I refused, as I had a three day reservation, surely this could be handled later. Shortly thereafter, three police officers showed up at my room because the front desk (at GMs direction) called them. They quickly left after I explained the situation and that this was an issue between Priceline and the hotel. At this point I contacted Priceline again, who said they would pay the taxes in 5 hours (don't know why 5 hours). Front desk says they better pay in 5 hours or action would be taken (don't know what action). Another employee saw I was upset and talked to me outside. Said he'd get the owner to call me in half hour. Few hours later and still no call, but did run into owner in lobby. He said he would handle it... From later conversation with him sounds like they were never paid the taxes. Still had another employee try to collect, but directed her to owner. From what was said by owner and employees, this seems to be an ongoing recent issue with Priceline . However, customer should not be used as a lever against third party reservation service or treated this way and have cops called on them. ** needs trained or let go. Owner was nice but offered no refund or compensation, which I think is in order.
Business Response
Date: 03/17/2025

BBB Case #: 23073646
Hotel Site #: 52756
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ********* at the La Quinta property in *******, AL.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before March 20, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 03/17/2025
I am rejecting this response because: I would much rather deal with the corporate liason than the General Manager... I'll remind you that it was at the behest of the general manager that the police were called. They obviously have a blind spot for customer service and I do not believe a positive outcome can be reached by communicating with them.
Business Response
Date: 03/17/2025
BBB Case #: 23073646
Hotel Site #: 52756
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ********* at the La Quinta property in *******, AL.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before March 20, 2025. As a company, were committed to delivering a great experience with every stay with us.
Our apologies, where the properties are independently owned and operated, we do have to give them time to get back to the guest.
If for some reason this concern is not resolved, please contact me directly at ******************************** and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 03/23/2025
I am rejecting this response because: the hotel did not contact me by the previously stated date.
Customer Answer
Date: 03/26/2025
Your explanation makes it sound like I am somehow at fault in the communication issue. How did your review determine that? I waited the allotted number of days for the hotel GM to contact, which they did not, then let it be known in the BBB thread. Their corporate office has made no effort to contact me either. I request this to be reopened and that you please consider pointing the finger in the appropriate direction in regards to a failure to communicate.
Initial Complaint
Date:03/10/2025
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.
2-26-2025; *** $125.65. The room was dirty and trash everywhere outside. No coffee or breakfast in the morning (only apple and stale cookie). Pink lipstick all over sink area. People draping clothes outside. Rundown! Nervous about stay. Tried to contact manager many times without success. No response!
Business Response
Date: 03/10/2025

BBB Case #: 23044291
Hotel Site #: 52702
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by **** **** at the La Quinta property in ***************, FL.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before March 14, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************

Customer Answer
Date: 03/11/2025
I am rejecting this response because: We had a lousy stay and are requesting the refund.
Business Response
Date: 03/11/2025
BBB Case #: 23044291
Hotel Site #: 52702
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by **** **** at the La Quinta property in ***************, ***
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before March 14, 2025. As a company, were committed to delivering a great experience with every stay with us.
The properties are independently owned and operated we do have to give them time to get back to the guest with a resolution.
If for some reason this concern is not resolved, please contact me directly at ******************************** and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 03/11/2025
I am rejecting this response because: I have not received a refund on my credit card yet. When I do receive it, I will gladly close the case. It truly was a disgusting place to stay at.
Initial Complaint
Date:03/10/2025
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 attempted to make a reservation at this hotel for Sept. 17, 2025 late in the evening of March 3. I did this using their Wyndham online reservation system. I received a message that my reservation was confirmed. The next day, I received an email asking me how I liked my stat at the hotel the previous evening. I called them immediately to inform them that I was traveling in ** and had not been at the hotel the previous evening. They told me that I had checked in and checked out, which I had not. I asked to be transferred to ******* and they transferred me to ******* customer care, which also did not help me. This is not the first time that I have had such a problem with the Wyndham reservation system. But when I contacted the hotel in question, they had no problem reversing the charges. This is the only hotel which has refused to do so and they have treated me very rudely. If they have proof that I stayed there (which they couldn't possibly have) I want to see it. And I want my money refunded.
Business Response
Date: 03/11/2025

BBB Case #: 23043321
Hotel Site #: 52857
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** *** ***** at the La Quinta property in ************, IN.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before March 14, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 03/11/2025
I have attached a Word document with my response.
Business Response
Date: 03/13/2025
BBB Case #: 23043321
Hotel Site #: 52857
************* Case #: ********
Dear Contact:
I hope this finds you well.
Please accept our apology if the level of service you received on this occasion fell short. We appreciate all feedback and thank you for taking the time to explain where you feel improvements are needed.
The La Quinta by ******* property located in ************, **, is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for their own day-to-day operations. If your desired resolution is that of a monetary one, you will have to work with that property directly to obtain that. Wyndham ************* unfortunately, does not have the ability to issue refunds and/or monetary compensation; therefore, it is in the properties discretion if they wish to refund the guest or not.
Upon further review, Mr. ***** has been a loyal member with ************** & Resorts, and we greatly appreciate his continued patronage. As a one-time gesture of goodwill, we would like to offer Mr. ***** ****** 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 Answer
Date: 03/13/2025
I am rejecting this response because: The ********************* representative failed to understand my complaint when I spoke to him on March 4. I explained that I was in ******** What sense did it make that I would book a room at 11:30 pm on March 3 in ************? He called the hotel and they told him that I had checked in and out of the hotel. That was not true, but he accepted their version of the events. This conversation was recorded, so it should be available for review.
Wyndham is correct that I have been a loyal customer. Not only have I stayed at ******* hotels and resorts frequently, but I have a Wyndham-************* card that I use for all of my transactions. All of that will end soon if I don't get a proper and reasonable resolution of this problem.
Wyndham can keep their points. Please give them to someone else who will use them.
Business Response
Date: 03/13/2025
BBB Case #: 23043321
Hotel Site #: 52857
Customer Care Case #: ********

Dear Contact:
Mr. *****, I do apologize; however, customer care cannot issue refunds as previously stated, please continue to work with the property directly if seeking monetary reimbursement. This property is independently owned and operated under a franchise meaning the overall day to day operations are controlled by the property management team. ********************* does not have the ability to access the properties billing systems. It is physically impossible for ********************* to issue a refund to your credit card. Please continue to work with the property directly if this is the only resolution that you will accept.
If you wish to accept the ****** Wyndham Reward points, please let us know and we will be happy to deposit the points into your account.

Kind regards,

*******
Liaison, Customer Care
**********************************
Customer Answer
Date: 03/13/2025
I do not accept this response because it does not resolve my complaint. I would like to ask BBB to contact the La Quinta Inn on Executive Drive in ************ because they have not responded to me after the initial response they sent a few days ago. They should be able to understand my explanation of how this problem occurred and care enough about a customer to acknowledge that I should not be charged for a mistake made by the Wyndham reservation system.
I will accept the ****** reward points from Wyndham Rewards without accepting their explanation of why they can't influence the hotel to treat one of their customer's with proper "customer care". I assume that Wyndham guidelines would expect all of their franchises to treat their customers with more respect and understanding.
I intend to pursue this matter further with the *************************************** and will cancel all further dealings with Wyndham after pending plans have been completed.
Initial Complaint
Date:03/04/2025
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.
2/26/2025 -Compliant Regarding My Reservation Cancelled @ LaQuinta By Wyndham Tamarac-in ** ?Mr ***** I tried reaching you several times by phone on this Monday in which you have chosen to leave me on hold for periods of time and not answer my call. Its horrible and poor business to know theres No manager on site Friday -Sunday to assist customers at the ********************** Hotel. Its been days since I contacted you. The hotel issues happened on last Friday 2/22/2025 in which there was No manager on site. You screamed on your employee ******** who provided incorrect information to me throughout this hotel registration customer experience. I never saw a denial letter, although you clearly overbooked the hotel and refusing to correct this issue to reimburse my hard earned ******** escalated the poor and unprofessional customer service Ive experienced by your hotel. Im requested my reimbursement for the error that occurred by your employee ******** who provided incorrect information to me prior to my arrival. ******** never stated to me what time to arrive 2/22/2025 etc. My flight was scheduled to arrive at 11:50am. It was impossible for me to arrive by noon per my telephone conversation on Monday morning with ********. Therefore it was a lie that she informed me about the hotel audit timing in which I had not a clue what this ******** requesting a return call ASAP.2/24/2025 ?To: Mr ***** Mgr Refund Reimbursed due to Front Desk Employee Error with registration at LaQuinta I contacted the above hotel and spoke directly to Cherline at the front desk before traveling to *******. I spoke to the booking company ************ after finding out about my husbands emergency medical issue. *** asked that I notify the Hotel that I will be arriving one day late on 2/22/2025. I explained everything to ******** and she informed me that I would lose the first day 2/21/2025. She also stated a note was being place. The hotel Overbooked
Business Response
Date: 03/05/2025

BBB Case #: 23018494
Hotel Site #: 52706
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ******** ******** at the La Quinta property in ***************, ***

Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.

After thorough review, we feel the best resolution will be achieved by direct communication between the property management, third party booking company where you made/paid the reservation and the guest. Once again, we apologize for any inconvenience this may have caused.

If your offices require more information on this matter, please contact me directly at ********************************.

*******
Liaison, Customer Care
**********************************
Office: ************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

La Quinta Inns is NOT a BBB Accredited Business.