Complaints

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

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La Quinta Inns has 351 locations, listed below.

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  La Quinta Inns

  909 Hidden Rdg Ste 600 Irving, TX 75038-3822

• 

  La Quinta Inns

  2912 N US Highway 75 Sherman, TX 75090-0506

• 

  La Quinta Inn & Suites

  311 Browns Ferry Rd Chattanooga, TN 37419-1503

  
• 

  La Quinta Inns

  1201 W Prien Lake Rd Lake Charles, LA 70601-8370

• 

  La Quinta Inn & Suites

  1956 Lyell Avenue Rochester, NY 14606

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:08/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking specifically for a room with a inn suite jacuzzi for my birthday and the lady on the phone said that they had in suite Jacuzzis. Upton arrival om Saturday July 30th at check-in I specifically told the lady at the front desk that my room was supposed to be a jacuzzi suite. She stated that I was on the 5th floor. After arriving in the room their was no jacuzzi in the room, I called back down to the front desk and stated that there wasn't a jacuzzi in the room and she then stated that the only jacuzzi they had was in the pool area, at that point I asked if I could be moved to a different room and she stated that they were completely full. I then stated that I felt robbed and that I would like to check out and if possible could I get a refund and I would get a room elsewhere, the front desk worker stated that due to the hotel cancelation policy I couldn't get a refund.
  
  
  This is blatant robbery I've called several times and couldn't be connected to management and left a message all other times I was put on hold and never responded too
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/08) */
  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 North Olmsted, OH. 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 11, 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 *********@*******.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:07/27/2022

  Type:Billing Issues
  Status:

  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.

  On July 25th I made reservations online for my father, Dan Baldwin. He is a senior citizen traveling from SD to CA. He said he wanted the reservations for the LaQuinta in Orem, Utah. I googled LaQuinta Orem Utah and made the reservations. He arrived at the LaQuinta in Orem Utah but it was the wrong LaQuinta. I did not know there are 2 LaQuintas in Orem Utah. He informed the employee at the desk of the situation and was told at that time it was no problem. All we had to do was call the other LaQuinta and have them transfer the reservation. My father then checked into the hotel. I called the LaQuinta where the reservations were and explained what I was just told. The employee told me he would have to talk to a manager and for me to call back in 15 to 20 min. I called back and was told the manager said are privately owned and it was against policy to transfer. His name is K.K. Soni. Also, since I made the reservation I would be charged for the room. I then called the LaQuinta where my father was staying and spoke to the supervisor, Carl Johanson about what the other manager had said. Mr. Johanson informed me there was nothing he could do and I would need to call Headquarters. I called HQ but it was 8pm (MT) and no one was available to assist me. I called HQ back on July 26th around 1pm and spoke with Alac. He could not give me his last name but his ID# is 5133. I explained to situation to him and he said I would have to work it out with the manager, K.K. Soni. I told him I was not satisfied with the lack of customer service and a company that had employees in supervisory positions that lie. Alac said he could escalate the complaint and provided me with a reference number, XXXXXXXX. My father would not have checked into the "wrong" LaQuinta if the manager had said we would not be able to get our money back on the reservation. LaQuinta where reservation was made - 1100 West 780 N, Orem UT XXXXX. LaQuinta where my father stayed - 521 W University Pkwy, Orem UT XXXXX.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/28) */
  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 ******* property in Orem, UT (1100 West, 780 N.). 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 3rd, 2022. As a company, we're committed to delivering a great experience with every stay with us. I do apologize *******, the original customer care concern was not filed to the correct property.
  
  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-XXXX
  
  
  Consumer Response /* (3000, 8, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing was done to address my original complaint. A supervisor from LaQuinta said one thing and it goes against another supervisors policy, because of this I am charged. As someone who has stayed with LaQuinta over 40 different times, never once was I told each LaQuinta has its own policy that may or may not be different from other LaQuintas.
  
  
  Business Response /* (4000, 10, 2022/08/01) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  We are sincerely sorry to hear we did not provide you with an excellent La Quinta by ******* experience. You can count on our team to help resolve your concerns. To aid me in resolving this matter, please reply with a copy of your official credit card statement showing the charges you incurred. For security purposes, please remove all personal credit card numbers from your statement. You may also fax the documents to XXX-XXX-XXXX.
  
  When we receive the requested information from you, we will be in a better position to evaluate your concern and determine the next steps.
  
  Thank you,
  
  Melissa
  Liaison, Customer Care
  
  ******* Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (4200, 12, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have uploaded the information requested.
  
  
  Business Response /* (4000, 14, 2022/08/03) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* *****.
  
  We have thoroughly reviewed the guest's concern and we would like to offer a check in the amount of $95.44.
  
  Please have the guest verify her mailing address and her full name in their reply, and we will process the refund.
  
  Please know that we truly appreciate your feedback and the opportunity to assist with your concerns.
  
  Melissa
  Liaison, Customer Care
  
  ******* Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX
  
  
  Consumer Response /* (2000, 17, 2022/08/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by a ******* representative who apologized and informed me I would be receiving a refund check in the mail in 2-3 weeks.

• Initial Complaint

  Date:07/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Reservation made January 2, 2022 online for 1 night stay - January 8, 2022.
  - Amount Paid $120.06
  - 1 Room / 1 King Bed (1 Night) - 2 Adults
  
  Made reservation online for this hotel, confirmation number received was 88672ED084457. Reservation was cancelled on January 5, 2022 under confirmation number**************** Despite cancelling reservation, I was deemed a no-show and charged $120.06.
  
  It appears that a duplicate reservation was created, however, I never received a confirmation e-mail referencing the second reservation. This alleged duplicate reservation was only brought to my attention when I received my bank statement in February. Per La Quinta, I was informed that the reservation charged as the no-show was under confirmation number *************. As previously stated, a confirmation e-mail was never sent to me referencing a second reservation. I have spoken to Front Line Staff and Management at the hotel property, and also Supervisors at Wyndham Headquarters. I attempted to dispute the charge with my bank, however I was declined due to La Quinta advising them that I was a no-show. To date, I've had contact with following employees to seek resolution:
  
  Lupe (Hotel Property) - January 2nd
  Franco (Hotel Property) - May 10th
  Jay Ceccato (Hotel Property) - May 13th
  LaTasha (Hotel Property) - May 13th
  Geraldine (Wyndham HDQ) - May 20th
  Marcelo (Wyndham HDQ) - May 27th
  Samantha (Wyndham HDQ) - June 11th
  
  To date, they have not been able to provide the "original confirmation e-mail" or any documentation referencing a reservation made under *************. If we knew that a duplicate reservation was made in error, common sense dictates it would had been cancelled immediately on January 2nd as a second "identical" reservation was not needed. I should had received two separate confirmation e-mails referencing the two reservations. Unbeknownst to us, the only reservation that we had confirmation of, we had to cancel on January 5th.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/07/18) */
  BBB Case #: XXXXXXXX
  Hotel Site #: XXXXX
  Customer Care Case #: XXXXXXXX
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ******* **** at the La Quinta by Wyndham property in Sacramento, CA. 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
  
  Melissa
  Liaison, Customer Care
  
  ******* Hotels & Resorts, Inc.
  Office: XXX-XXX-XXXX

• Initial Complaint

  Date:07/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I addressed the safety and hygiene concerns in Room #105 the first day that I arrived at the hotel July 2, 2022.
  The room had a dangerously jammed door, dirty desk, dirty walls, mildew and mold in bathroom. The front desk rep told me, "The hotel was sold out so I could not be moved to another room." I asked for the room to be cleaned. She told me she would send someone the next day, July 3, 2022. I asked for cleaner and she told me that she would bring wipes. She never brought wipes or cleaner. The final day, three spiders came out Monday morning around 9:30am-9:45am and I called the front desk to ask for a manager because it was absolutely too much wrong with the room. The person who answered the phone was named Brock. He asked me to call back in 15 minutes. During my front desk check-out, Brock said there was nothing he could do to accommodate me for all the horrible issues experienced.
  
  I addressed the concerns by telephone and email because I am very concerned about the inhumane standards in room number 105. From my experience the room is a safety hazard. It looks bad enough to be reported to the State of Indiana Health Department.
  
  Extermination is needed for the bug problem, the door needs to be replaced, the mold and mildew needs to be removed.
  
  When I returned home I emailed pictures and videos directly to Wyndham Customer Service to seek a resolution. I received an online survey and provided the same horrific details about the experience.
  In response, I received an email from someone named:
  Doreen Williams, with the title General Manager.
  When I called the hotel July 12, 2022 to speak to Doreen Williams I was told by the front desk representative that Doreen Williams is not a General Manager and the actual General Manager was gone for the day.
  
  I have called the Customer Care Department, the hotel, General Manager and Corporate office. I still have not received a fair resolution. I was charged $282.21 and the Confirmation Number was *************.

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/07/14) */
  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 [email protected] and I will personally help address the guest's needs.
  
  
  Brenda
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379
  
  
  Consumer Response /* (3000, 7, 2022/07/19) */
  Good afternoon,
  This is the information requested for Complaint ID XXXXXXXX
  
  
  Confirmation Number: 89520**072188
  - Exact address/name of the hotel:
  La Quinta Inn & Suites by Wyndham Indianapolis South
  5120 Victory Dr, Indianapolis, Indiana 46203
  - Under what name was the reservation booked: ******* *********
  - Date of arrival (exact date of stay):
  Saturday July 2, 2022 through Monday July 4, 2022
  
  - Room number: 105
  Thank you,
  ******* *********
  
  
  Business Response /* (4000, 9, 2022/07/20) */
  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 Indianapolis, IN. To assist in reaching a resolution, I've informed the property's general manager of the situation. The general manager will contact the guest on or before July 26, 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.
  
  
  Brenda
  Liaison, Customer Care
  
  Wyndham Hotels & Resorts, Inc.
  Office: 888-675-3379
  
  
  Consumer Response /* (4200, 11, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept their proposed resolution because the company representative did not honor their word. A General Manager was supposed to contact me on or before July 26, 2022; based on the last message from Brenda Liaison, Customer Care. I have not received a telephone call or email with a resolution and today is July 27, 2022.
  
  
  Business Response /* (4000, 14, 2022/08/05) */
  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 Indianapolis, IN. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property has resolved the situation with the guest via Wyndham Rewards points. Any further compensation would need to be done directly with property.
  
  Please note our email address has changed. If you need any 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, 16, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The property did not resolve the situation with me via Wyndham Rewards points. No one from the property has responded to any of the reports. The person I spoke to once by telephone offered 15,000 rewards points for the inconvenience, but then told me it had to be done by someone at the property. The team at the property has been non responsive. What is the next option available to me?
  
  
  Business Response /* (4000, 19, 2022/08/10) */
  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 Indianapolis, IN. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property has advised they resolved the situation with the guest via Wyndham Rewards points. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
  
  Please note our email address has changed. If you need any 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, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There has not been a response from the hotel directly. My telephone number is still the same and no one has called me. What is the next step to get a resolution?
  
  
  Business Response /* (4000, 23, 2022/08/16) */
  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 Indianapolis, IN. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. The property has advised they resolved the situation with the guest via Wyndham Rewards points. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. The guest may contact the property at 317-783-7751 or via email at [email protected]
  
  Please note our email address has changed. If you need any 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, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  These company representatives are not providing true information. This issue has not been resolved. What is the next step in this process?