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

  4800 W Plano Pkwy Plano, TX 75093-5309

• 

  La Quinta Inn & Suites

  65 Columbus Blvd New Britain, CT 06051

• 

  La Quinta Inn

  3718 Queens Blvd Long Island City, NY 11101

• 

  La Quinta Inns

  25 Eastbrook Rd Ronks, PA 17572

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:03/04/2025

  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.

  On Thursday January 16th I called and spoke with a gentleman regarding getting in a reservation. During the call I had explained to him I had my dog and I also was looking to check in early. By the time that we got off the phone the amount of the visit was going to be almost $200 with tax and fees included. I then told the gentleman multiple times not to charge my card that I was not going to be going to stay. The gentleman I spoke to kept asking me to at least place the hold fee for my dog I told him no that I wasn't going to be staying I did not have the money to be able to stay with the amount that I was being quoted. He asked me a couple more times to allow him to charge my card at least for the pet I told him multiple times do not charge my card do not charge my card do not charge my card. I then hung up and I did not go to state at the hotel. I proceeded to come back home to ******* on Saturday January 18th my card was charged $88.91. I called multiple times to speak with the manager his name is *****. I did speak to him one time he told me he was going to talk to the gentleman I spoke to and for me to call him back the next day I did. He was not there or as I was told. I consistently continue to call and was told that he was not available they were going to take a message and have him return my call I have never yet received a phone call from ***** to get my refund back of the $88.91. When I call they have caller ID and they avoid my calls. They are ignoring me so they can keep my money in hopes that I will stop calling and forget about the money that they took off of my card after I told them to do not charge my card I was not going to be staying. This phone call was all in one conversation and the gentleman kept coming back to me and wanting to at least secure a deposit for the pet fee I told him no. I did not have the additional money to be able to stay. They refuse to have my phone call returned they ignore my phone calls I would like my refund back.

  Business Response

  Date: 03/06/2025

  
  
  BBB Case #: 23015831
  Hotel Site #: 52980
  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 9, 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: ************

• Initial Complaint

  Date:03/01/2025

  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.

  The stay was in 2015 and this business owes me ***************************************************************************************************************** the lobby and the hotel worker is part of the gang and keeps stalking and harassing me and my elderly mother, they set up a loud speaker by my house and just trash talk 24 hrs per day 7 days per week and dumped a bunch of illegal tobacco on our cities store shelves.

  Business Response

  Date: 03/03/2025

  
  
  BBB Case #: 23007833
  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: ************

• Initial Complaint

  Date:02/26/2025

  Type:Product 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.

  I checked in to the hotel on 4/20/25 and was told a $50 hold would be placed on my credit card as a deposit but would be refunded after checkout. The next day I saw that I had three pending charges on my credit card totaling $200. I called the hotel and was assured it would be rectified. After a few days two of the charges (totaling $100) did post to my card with no refund. Two subsequent calls to the hotel resulted in no action and simply being told that only the manager could authorize any refunds. I was given an email for a manager (with only a first name) and sent my concerns to her. I've never encountered such unprofessional behavior from a nationally recognized hotel chain before.

  Business Response

  Date: 02/28/2025

  
  
  BBB Case #: 22993857
  Hotel Site #: 53165
  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 3, 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: 02/28/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged for a pet fee; however, pet is a service animal. It is against the law for a hotel to charge this fee. Needs to be reimbursed asap.

  Business Response

  Date: 02/26/2025

  BBB Case #: 22991373
  Hotel Site #: 52705
  Customer Care Case #: ********

  Dear Contact:
  

  Thank you for notifying our office of the concern filed by Ava ******* 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 3rd. 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: 03/03/2025

  I am rejecting this response because: the charges have not been reversed as stated in the email. Please reverse the charges immediately.

   

  Business Response

  Date: 03/03/2025

  BBB Case #: {BBB###}

  Hotel Site #: 52705
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Ava ******* 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. As per the property please allow 5 business days to see that on your account. 

  The 5 business days would be March 5th, 2025.

  If your offices require more information on this matter, please contact me directly at ********************************.
  
  *******
  Liaison, Customer Care
  **********************************
  Office: ************
  
  

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because: I contacted my credit card company (***********) this morning and the two charges of $25 and $25 were reversed and pending as being credited to my account last week and over the weekend; however, someone canceled the refund.
  

  So as initially stated, please issue an immediate refund today and reverse the charge made on 02/03/2025 for $25 and the charge made on 02/04/2025 for $25. 

• Initial Complaint

  Date:02/23/2025

  Type:Customer Service 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.

  checked in feb 17 25 i noticed kids running around lobby, no big deal. feb 18 went to business came back that afternoon kids running around again no parent, came down later evening desk staff kids were interacting with. i left a ****** review stating this is not professional , they left a response it was a long time resident . yea right. then next day manage/owner? was very disrespectful and rude every day. when i went to check out 3 am feb 21 25 i gave him both keys and asked for receipt his printer was broke? he said i will email i look at phone, he said it will take a while? i called at 2ish i gave info got run around i e mailed got a customer no. fri and again nothing, i think he put something in my file that is not good. all i what is a receipt!Confirmation number 89532EE025911 room 217 ************* Case No. ********

  Business Response

  Date: 02/24/2025

  
  
  BBB Case #: 22979218
  Hotel Site #: 30284
  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 February 26, 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: 02/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/21/2025

  Type:Facilities 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.

  Entered by BBB staff LO Consumer states they booked a room in *************, ** and were given the wrong room. They needed a handicapped accessible room. They reserved a roll in shower room. The consumer had to go out and buy a shower chair. When she came back to shower there was no hot water and they were not told this. She spoke with someone from the morning shift the next day and was told that they were aware there was no hot water. The consumer asked for a refund but they said she would need to speak to a manager, but one is never available.

  Business Response

  Date: 02/21/2025

  BBB Case #: 22972094
  Hotel Site #: 52989
  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 February 24th. 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:02/12/2025

  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.

  Booked 2 nights and parking via ParkSleepFly. Stayed and parked 1/23/25. On the second night reserved for 1/29/25, I was stranded in ************* due to cancelled flight. I called the hotel and ParkSleepFly approximately 9pm on 1/29 after realizing we would not fly out until morning. *** requested refund for 1/29 from Laquinta Euless and ParkSleepFly. I have been unsuccessful in obtaining a refund, even after submitting evidence requested from Laquinta Euless.

  Business Response

  Date: 02/13/2025

  BBB Case #: 22934582
  Hotel Site #: 53291
  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 February 17th. 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: 02/19/2025

  I am rejecting this response because:   I was not contacted by 2/17 as stated.

  Business Response

  Date: 02/20/2025

  
  
  BBB Case #: 22934582
  Hotel Site #: 53291
  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. We see two reservations booked for January 23-January 24. We do not see a reservation for you checking in January 29th.  
  
  If your offices require more information on this matter, please contact me directly at ********************************.
  
  *******
  Liaison, Customer Care
  **********************************
  Office: ************

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because:   
  I have communicated with management several times, unsuccessfully.  There was a reservation for the 29th that I am requesting the refund for because I never checked in.  My flight was cancelled and I was not able to stay at LaQuinta on 1/29; however, I was charged for 1/29.   

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair 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.

  ***** the general manager at the ****************** location is a compulsive liar who has failed to display any integrity and the manger fails to inform customers with an issue of any higher chain of command in order to take arbitrary abuse of its customers . Though I spent more than 1500 on an extended stay . I was given a room with a faulty refrigerator when I initially complained ***** Lied to my face and claimed the refrigerator in my room was a brand new refrigerator and sent maintenance to simply come in and turn up the temperature ! The refrigerator was ON and the refrigerator was only slightly cold but it was only cold in on specific location the refrigerators temperature doesnt comply with food safety . I had filled the refrigerator up to avoid eating out and meat products abd frozen vegetables and other food products didnt remain cold ,when I went to asked to be reimbursed ***** proceeded to LIE abd maintained the refrigerator was new but offered to put a different refrigerator in the room , the refrigerator he replaced was new but I took video of the entire situation . The old refrigerator date code was 2018 AND there was obvious damage to a coil which shows it was clearly burnt out . I was verbally offered compensation but ***** never actually followed up instead he blew me off repeatedly then proceeded to imply it was MY fault my food was damaged then claimed he put the damaged fridge in another room stating it worked ! Simply because the refrigerator turns on is no indication it is actually keeping food cold and other customers probably arent on extended stays putting meat products in the fridge ! I find ***** to lack integrity, hes a compulsive liar , unprofessional con artist and a manipulative deceiver . Given I spent over 1500 it didnt seem unreasonable for me to be compensated for $35 dollars worth of food but he claimed he cukdbt compensate me abd there was nothing he could do , then he said he would compensate me but ultimately he did not

  Business Response

  Date: 02/11/2025

  
  
  BBB Case #: 22925571
  Hotel Site #: 53126
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by Justicia ***** 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 February 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: 02/12/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/05/2025

  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.

  3rd party refusing to give refund on denied stay, $800 to be refunded by booking agency hired by La Quinta who run a scam, they wont address the issue or contact 3rd party booking agency to correct,,, why dont they do their own booking?

  Business Response

  Date: 02/06/2025

  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 applicable):

  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:02/04/2025

  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 was a guest in the hotel. I needed some plastic wrap to cover some lotion on my arm. The front desk agent told me he would not let me take the plastic wrap from the kitchen area. So I asked him if I was supposed to put my lotion on my arm here. He told me I could not take it too my room. I went to my room a retrieve my lotion and went back to where the plastic wrap was and the gentleman at the front desk called ********. Salem PD left, beacsue there was no reason for them to be there. However , in the interaction I have filed a complaint against one of the *********************** officers and that was relieved from a ******* at 1pm this afternoon

  Business Response

  Date: 02/05/2025

  BBB Case #: 22900698
  Hotel Site #: 52938
  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 February 10th. 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: 02/10/2025

  I am rejecting this response because:   To date no one has reached out to me to resolve the issue. The day I filed my complaint the ******* organization sent me a boilerplate response saying someone would follow up but no one has despite my reaching out not only to the BBB but the hotel general manager herself as seen in my attachment from my original complaint.

  Business Response

  Date: 02/10/2025

  
  
  BBB Case #: 22900698
  Hotel Site #: 52938
  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.
  
  If your offices require more information on this matter, please contact me directly at ********************************.
  
  *******
  Liaison, Customer Care
  **********************************
  Office: ************

  Customer Answer

  Date: 02/10/2025

  I am rejecting this response because:   That's great that each unit is franchised and individually owned. Your name is still on the building and you indicated that someone would reach out and no one has. Ultimately,  in my opinion,  it still falls on your organization and therefore I still have to reject your response until someone reaches out to me.