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 Inns

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

• 

  La Quinta Inn & Suites

  400 Sargent Dr New Haven, CT 06511

• 

  La Quinta Inn

  31 West 71st Street New York, NY 10023

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:02/04/2025

  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.

  I made a reservation at a ***************************************************** property in ************. I had to change the location to another Wyndham property for the same dates.First booked at ************. I could not cancel this reservation via their web site so I called the Jamestown property to cancel, my wife heard the conversation. The lady I spoke with said the reservation was cancelled. Then I booked a reservation in *********. for the exact same dates and stayed at the ****** property. To my surprise I was billed one night for the Jamestown property. I called the property and headquarters and was told there is nothing they would do. Why would their systems not send a red flag to me or the properties about this? The lady in ********* did not cancel my reservation as promised. I am looking to get a refund for one night Jamestown $101.66. Credit card charge date was 1/18/2025. Confirmation number is: 89544EE026095

  Business Response

  Date: 02/05/2025

  
  BBB Case #: ******** & DUPLICATE BBB CASE # ********
  Hotel Site #: 53795
  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 8, 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:02/04/2025

  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.

  Good morning I had a nice 2-day stay at La Quinta Atlanta Perimeter over a week ago (01/23/2025-01/25/2025). Unfortunately I found an overcharge on my cc in the amount of 400$ (charge date 01/24/2025). Please note, the hotel charged me the aforementioned amount before the date of my check out. Also, I was not informed what I was being charged extra for during my stay or on my physical checkout at the front desk. The reservation was booked with 3rd party and fully pre paid. I thought the hotel charged me another room fee by mistake. When I contacted the front desk by phone, they found a smoke fee added to my room. Im a non- smoker so it must have been a mistake. They apologized and promised to send the case to their corporate office but did not remove the charge from my room and my credit card. I dont smoke or vape nor did I use candles or incense, so there room was not smelling of any kind of smoke nor could they find any evidence of smoking when I checked out, no ash, no buds. Smoke alarm didnt go off either. The only thing that comes through my mind was using a microwave to cook a frozen dinner plate but I dont remember burning anything. Perhaps the smoke detectors are too sensitive and they detected vapor from the microwave dinner plate.I contacted Wyndham corporate office but they told me this property is independent and I have to resolve the issue with you.Ive been staying 300+ days /year with various hotel chains including La Quinta for more than a decade and this is the first situation of this kind (I have evidence). I would appreciate it if you could help me solve this case and refund me the mistakenly charged amount.Thank you very much for your help and have a great day;-)Please advise ******** *****

  Business Response

  Date: 02/04/2025

  BBB Case #: 22896155
  Hotel Site #: 53074
  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. Unfortunately, ********************* does not have the ability to authorize or issue refunds as we do not have access to the properties billing system(s).
  

  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
  **********************************
  **************

• Initial Complaint

  Date:02/02/2025

  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.

  After telling the front desk earlier in the morning that I didn't need room service, I returned to my room to see that the housekeeper still enter my room and cleaned it, and they stole my sneakers ******* and clothes. The front desk lady ******* admitted to me that this isn't the 1st time the housekeepers did this. She stated that they always steal people stuff, and that all the housekeepers are lazy, and don't clean the room efficiently.She always stated that this hotel doesn't have any working cameras.I reached out to the ** via 4 phone calls, and I also directly email him as well. I haven't received a response orally, formally, or via email.I would like reimbursement for my stolen possessions.

  Business Response

  Date: 02/05/2025

  
  
  BBB Case #:22883457
  Hotel Site #: 
  Customer Care Case #: 
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by Veedee Price. 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:01/30/2025

  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.

  I reserved a room (#***) from 1/27/25-1/30/25 for total amount of $440.33. On 1/28/25, I was notified by a mobile alert that La Quinta charged me $249.64, and then on 1/30/25 $100.00. These extra charges were unauthorized because I never extended my stay. My banking institution informed me that they had attempted to take several unauthorized transactions, but there were no longer any funds in my account. The only reason they weren't able to continue to charge me because I transferred money out of my checking account.I contacted customer service, and the manager at the location regarding the major issue. Both stated that it was some sort of glitch in the system, and that I wouldn't be charged for the additional transactions. These are still pending transactions on my account. Therefore, I don't have access to my own money. So, by reviewing the other complaints, it appears that there's been a glitch in their system for at least a year now. The manager even stated that this has happened to a lot of people, as if that's supposed to make me feel better about the unauthorized, fraudulent charges on my account.

  Business Response

  Date: 01/31/2025

  
  
  BBB Case #: 22880822
  Hotel Site #: 53089
  Customer Care Case #: ********
  
  Dear Contact:

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

   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 2, 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: 01/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/28/2025

  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 am writing to file an official complaint against AGM, ******** ******, at the La Quinta at ********************, near ******************. This is for reservation number 88722EE066828 for 12/9/2024*12/27/2024.I have tried to contact corporate but they've chosen to ignore ******* tried to email ************************************** and call the owner of the location, but ***** ***** does not respond.******** ****** is guilty of discrimination and theft. She also keeps lying claiming i have refused to speak to the motel, which is untrue. She needs to be fired immediately. I felt like I was threatened. ******** ****** violates human rights.******** ****** also uses the company email to threaten me with her personal threats because I've told the truth. On the website (*****************), where I made my reservation, it says the following about the pet fee: "Pet ************** Animals * ADA*defined service animals are welcome free of charge. / Pets Allowed * 2 pets max. Cats and dogs only. 75lbs or less per pet. / Fees * Non*refundable 25 USD nightly for up to 2 pets. Max 75 USD per stay. / ********************************* for additional details and availability." Before making my reservation online, I called the hotel shortly after 11am on 12/9 to verify that what was posted online was correct.After making the hotel aware that I had been overcharged, they refused to correct the charges, despite me providing where it says the pet fee is supposed to be capped at $75 per stay. In writing, ******** ****** accused me of "not wanting to pay for your pet" even though what I was requesting was for the charges to be corrected, not waived. If the $75 cap was per night or per reservation, then the "Max 75 USD per stay" wording should either have the word night or the word reservation instead of the word stay and it should say 3 pets max instead of the 2 it says. Please email me for all of the details about my complaint.

  Business Response

  Date: 01/29/2025

  
  
  
  BBB Case #: 22869724
  Hotel Site #: 53068
  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.

  As guest has already been notified the property has issued a $275 refund for the pet fees on January 6 and her $100 deposit was released when she checked out on December 19th.

  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: 01/29/2025

  I am rejecting this response because:   

  As I told ******* before, I paid a $100 deposit on 12/9 and another on 12/19, but I've only received a refund for one.

  Also they continue to completely ignore that I was discriminated against and that the *** literally mocked my disability in front of others.

  Plus they are ignoring the threats the *** has made towards me through the company email system.

  I have tried to contact ******* and others SEVERAL times, but they have ignored nearly every attempt I've made to resolve this.

  Business Response

  Date: 01/29/2025

  BBB Case #: 22869724
  Hotel Site #: 53068
  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.

  As guest has already been notified the property has issued a $275 refund for the pet fees on January 6 and her $100 deposit was released when she checked out on December 19th.

  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: 01/29/2025

  I am rejecting this response because:   

  I've sent several emails. I've just forwarded several of them to the email you provided as proof. 

  I paid a $100 deposit on 12/9 and another on 12/19, but only one was refunded.

  Also, again, you are ignoring the disgusting behavior by the **** I am a disabled woman, and I'm still recovering from an amputation, but she chose to lie and mock me when I was trying to walk with my ******. Her behavior is unacceptable. God forbid she ever has to go through anything similar to what I've gone through. Plus she was calling me names like "*****" because I asked for my charges to be corrected after I provided proof I was overcharged. This is the unprofessional behavior you are allowing. Plus the owner of that location, ***** *****, never contacted me like you said he'd do within a week. That was several weeks ago. I've emailed and called him at the information corporate provided but he doesn't respond. 

  I won't just drop how I've been treated. If you look at reviews on social media and places like ****** reviews, you'll see the *** is often mentioned for her horrible behavior. 

  Customer Answer

  Date: 01/30/2025

  I sent an email as they requested, to the email they provided in their response. I also forwarded some of the previous emails to that email address too. They haven't replied. I believe they were just acting like they were the good guys when they aren't. They still aren't addressing the discrimination or.mocking I endured from the *** even. 

  Customer Answer

  Date: 02/06/2025

  I am writing to file an official complaint against AGM, ******** ******, at the La Quinta at **************************************, near ******************. This is for reservation number 88722EE066828 for 12/9/2024*12/27/2024.

  I have tried to contact corporate but they've chosen to ignore me.

  I've tried to email (*******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************) and call the owner of the location, but ***** ***** does not respond.

  ******** ****** is guilty of discrimination and theft. She also keeps lying claiming i have refused to speak to the motel, which is untrue. She needs to be fired immediately. I felt like I was threatened. ******** ****** violates human rights.

  ******** ****** also uses the company email to threaten me with her personal threats because I've told the truth.

  I am a disabled person but she, ******** ******, went out of her way to make me feel like I was not welcome and that I was a burden even as a paying customer. I've also filed a discrimination complaint with the state and the *** due to her behavior. She treated me like I am too stupid to read and comprehend anything because I have a physical disability.

  While staying at the La Quinta, I had some different medical things delivered to me because of my new physical disability. When ordering I was very specific about them (the delivery company) delivering directly to my room. I requested that so it wouldn't be put on any motel employees and to make it easier for me. But because the delivery drivers didn't follow instructions, ******** ****** also accused me, in writing, of "you are putting a strain on the front desk with all your deliveries." That was not fair of her to accuse me of that.

  ******** ****** is also guilty of theft by overcharging me and refusing to correct the charges when I reported it and provided proof. I've also reporting this to the police.

  Due to her theft, and discrimination, I am now also disputing every last cent of every charge and demanding a full (100%) refund immediately. Customers don't deserve to be treated the way I've been treated.

  On the website (*****************), where I made my reservation, it says the following about the pet fee: "Pet Policy
  Service Animals * ****defined service animals are welcome free of charge. / Pets Allowed * 2 pets max. Cats and dogs only. 75lbs or less per pet. / Fees * Non*refundable 25 USD nightly for up to 2 pets. Max 75 USD per stay. / ********************************* for additional details and availability." Before making my reservation online, I called the hotel shortly after 11am on 12/9 to verify that what was posted online was correct. Nothing was posted at the front desk, and no one told me something else verbally before I checked in. If they had been posted at the front desk, or if I had been told something else verbally at check in, then I would have questioned it before completing my check in.

  My stay was supposed to be 12/9/2024*1/1/2025, but she forced me to leave 12/27 despite me already having everything arranged for 1/1 and being physically disabled. I believe she did this because I called her out for her dishonesty after she chose to be cruel to me and continue lying.

  After making the hotel aware that I had been overcharged, they refused to correct the charges, despite me providing where it says the pet fee is supposed to be capped at $75 per stay. In writing, ******** ****** accused me of "not wanting to pay for your pet" even though what I was requesting was for the charges to be corrected, not waived. ******** ****** even tried to manipulate the wording and say it is a max of $75 per night for up to 3 pets, even though that is clearly not what the policy says. If the $75 cap was per night or per reservation, then the "Max 75 USD per stay" wording should either have the word night or the word reservation instead of the word stay and it should say 3 pets max instead of the 2 it says. So her manipulation of the policy wording doesn't make sense anyway. Also if this particular location has a different policy, then the website needs to be corrected.

  She treated me like I was too stupid to understand what something says, and even has falsely accused me of things I never requested from her.

  She also kept manipulating and twisting everything to make herself seem like she was doing everything right, even though clearly the math proved she was not. I also requested for her to provide a breakdown of the charges and show me where my math was wrong, but she refused. At any time a customer has the right to request a breakdown of charges, and yet she refused to provide this basic form of customer service.

  On 12/9 I was overcharged $177.34, and then I was overcharged another $75 on 12/19.  All I asked was for things to be corrected or to give me a breakdown showing the charges, but she refused to do either. I have the right as a customer for the charges to be corrected, or for them to be broken down as an explanation. I understand mistakes happen, but then you correct them when a customer proves it. Instead she just treated me like garbage and ignored policies that are in writing.

  When I went to the lobby on 12/27 to get a piece of mail, she, ******** ******, mocked my disability and called me names in front of employees and other guests. This is the behavior of management that you are allowing to continue.

  I never complained about the fridge being broken because a shelf thing was missing for the fridge door.

  I never complained about other guests being ridiculously loud at all hours of the night.

  I never complained about how housekeeping skipped my room most of the time, even if I had the green sign to clean the room on the door handle.

  I never complained about the sickening odors coming from the laundry room next door.

  I minded my own business and just asked for my charges to be corrected. I was quiet. I kept my room clean. I kept my cat's litter box clean to make sure there wouldn't be odors coming from my room. I wasn't calling the front desk all the time asking for things. I didn't do anything wrong.

  I do not deserve how I was treated and I'm not going to let this go. I do believe she tried to take advantage of me as a disabled person. I was only staying at the motel after getting out of rehab, for several surgeries on my feet and an amputation, and until my new rental was available to me. I even kept trying to find another rental to move into earlier to minimize how long I needed to stay at the motel, but I did not find another place. Unfortunately at this time I do have to rely on others to help me, because of my amputation, until I can walk and carry things at the same time again. At this moment I have to use a ****** and wheelchair to get around, so walking and carrying things at the same time is not yet possible for me.

  I know I haven't done anything wrong. Plus ******** ****** even put some of her false unacceptable accusations in writing through the company email, so I have written proof of her behavior. If she's done this to me, how many others has she done this to? How many others have been ripped off for pet fees because of her dishonesty? This needs to be looked into immediately! I suspect there are thousands of people who need refunds, and the front desk needs to be retrained. If a policy is in writing, it needs to be followed. To even enforce a policy, it needs to be in writing, so it needs to be followed, and ******** ****** is just doing whatever she wants instead of following policies as they are written and can be proven.

  Therefore due to the obvious discrimination and the intentional overcharging/theft, I am demanding a 100% refund and for ******** ****** to be fired. Below are the charges that need to be refunded immediately:

  $1,900.67 (actual amount charged for 12/9*12/19, $75 pet fee was lumped in; the room charge was supposed to be $1,548.33 therefore with the deposit and pet fee only $1,723.33 should have been charged on 12/9 making a difference of $177.34 that was overcharged on 12/9)
  *$100 refunded for the deposit that was lumped in on 12/9
  $1,118.54 (12/19*12/27)
  $75 (12/19)
  $100 (12/19 deposit still not refunded)
  *$275 refund received (per corporate for pet fees)

  $2,919.21 needs to be refunded now due to the discrimination and intentional overcharging/theft

• Initial Complaint

  Date:01/28/2025

  Type:Order 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 had a reservation for one night stay on 1/9/25 but my flight was cancelled from ** to ****** because of the *********** having a lot of ice issues. I was on my way to the ************* when I received the news of the flight cancelation at 1:40 pm. I immediately cancelled my hotel room for 1/9/25 and received the confirmation number from La Quinta. Please see uploaded pix Hotel Cancelation. I was charged ***** anyway please see uploaded pix First Charge. I stayed at the hotel on 1/16/25 and paid ****** and ***** deposit for that night. When I asked about the cancelation return of money of *****, the clerk explained that I should have called the hotel, and that the cancelation confirmation was not followed by the necessary additional phone call directly to the hotel. He agreed to refund my ***** and instead charged my bank account again (This means I paid ***** twice for a cancelled reservation and please see uploaded pix Second Charge). This caused three scheduled payments at my bank to charge me an NSF fee of ***** (x3) which I realize I may not receive to be made whole. I am so sad that I was unable to get the help I need from the hotel directly. I am out of pocket ****** for the cancelled room and ***** for bank fees for a total of ******. Please help me recover the incorrect amount paid. How can a hotel just simply charge an extra night without any permission from me? The hotel says that it is hotel policy to do so and they did nothing illegal. I think taking money (the second ***** charge) from a person's bank account without their permission is exactly illegal. Please help me with refunds and the hotel know that they cannot take money from someone without permission.

  Business Response

  Date: 01/29/2025

  
  
  BBB Case #: 22868513
  Hotel Site #: 53252
  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 1, 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: 01/29/2025

  I am rejecting this response because:   Contacting me prior to February 1st is not a resolution to the matter.  I need to be made whole with 1) return of the money ***** charged 1/10/25 for the room on the night of 1/9/25where I had a confirmed cancelation from La Quinta, 2) the return of the money ***** which I was charged again without any authorization from me of an additional ***** on 1/17/25 which was an illegal charge made to my bank account, and 3) the ***** bank fee charged to me because of the error of the additional charge of ***** which cause three automatic  withdrawals to fall into NSF.  The total I expect returned does not include the time infested or the sadness this caused on my travel experience. I will consider myself made whole by reimbursement of ****** to my bank or mailed to me at my home address. I am uploading my bank fees.  I am a retired educator living on a very tight budget, it was the end of the month, and I could not afford the additional charge of *****.  I explained this to the hotel when the charge was still pending, and they refused to help me. I would also like the hotel to acknowledge that they did not have the legal right to charge me an additional extra ***** for the cancelation of 1/9/25.  I want to know that no one else will experience this and have to go through all of this to be made whole.  

  Business Response

  Date: 01/30/2025

  BBB Case #: 22868513
  Hotel Site #: 53252
  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 1, 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: 02/10/2025

  I do not understand why the BBB closed this complaint.  I was overcharged without any documentation from the hotel. Then I was NOT reimbursed.   I am out approximately 300 dollars and did nothing wrong. The hotel did NOT contact me by February 1st.  I thought the BBB would help me. 

  Business Response

  Date: 02/11/2025

  BBB Case #: 22868513
  Hotel Site #: 53252
  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. The phone number for the property is ************** or via email at *************************************************************

  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
  **********************************

  Business Response

  Date: 02/21/2025

  
  BBB Case # ********
  Hotel Site #: 53252
  Customer Care Case #: ********
  
  Dear Contact:

   Thank you for notifying our office of the concern filed by *** ******* at the La Quinta property 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 issued a refund for $191.20. Please allow 3-5 business days to see that on your account.

   If you need any more information on this matter, please contact me directly at ********************************.
  
  *******
  Liaison, Customer Care
  **********************************
  Office: ************

• Initial Complaint

  Date:01/27/2025

  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.

  Complaint Details:During my stay at La Quinta Inn & Suites by *************** South, my sister and I experienced severe safety violations and unprofessional behavior from the staff. Upon arrival, my sister was forced to wait hours for a room due to a claimed Expedia issue.The second night, after an exhausting day dealing with a family member in the hospital, we returned at 3:00 a.m. to find a man sleeping in our bed. Hotel staff had gone through our belongings, packed them without consent, and resold the room we had already paid for. Even worse, my key still worked, meaning I and the other guest both had access to the room. This was a gross breach of safety, leaving us feeling completely unsafe.Staff moved us to a smoky room, and later to another room where we barely slept. The next morning, the front desk staff was rude and unapologetic. I wanted to call the police but couldnt due to an early flight.Resolution Sought:1.Full refund for our stay.2.Compensation for emotional distress and gross misconduct.3.A formal apology and corrective actions to ensure this doesnt happen again.Additional Details:Corporate Complaint #: ******** Confirmation #: 88891EE068019 Expedia Itinerary #: ************** This was a traumatic experience and a total failure of guest safety. I look forward to your assistance in resolving this matter promptly.

  Business Response

  Date: 01/29/2025

  
  
  BBB Case #: 22855357
  Hotel Site #: 53077
  Customer Care Case #: ********
  
  Dear Contact:
   Thank you for notifying our office of the concern filed by ********* ***** at the La Quinta property in *******, GA.

   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 January 31, 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: 02/08/2025

  I am rejecting this response because unfortunately, I never heard from the Atlanta property.

  No one has contacted me regarding this issue. 

  Business Response

  Date: 02/10/2025

  BBB Case #: 22855357
  Hotel Site #: 53077
  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. The phone number for the hotel is ************** and their email address is *************************************************************
  

  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: 02/10/2025

  I am rejecting this response because:   I have reached out to eht property directly and not received a response. 

  Business Response

  Date: 02/13/2025

  BBB Case #: 22855357
  Hotel Site #: 53077
  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.

  The phone number for the hotel is ************** and their email address is *************************************************************
  
  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: 02/17/2025

  I am rejecting this response because i have tried reaching the hotel several times to no avail. Someone needs to reach out to me. 
  
  
  

  Business Response

  Date: 02/19/2025

  BBB Case #: 22855357
  Hotel Site #: 53077
  Customer Care Case #: ********
  
  Dear Contact:

  The La Quinta property,located in *******, ** is independently owned and operated, meaning they oversee and control their own day to day operations. This reservation was a full pre-paid booking meaning the guest needs to contact the 3rd party booking party with whom they booked with and ask what steps are required in order to request a refund. Typically the 3rd party booking party would need to contact the property directly in order to request a refund. Please be advised, it is in the properties discretion if they choose to refund the guest or not. ********************** unfortunately, does not have the ability to offer or authorize refunds as we do not have access to the properties billing system(s). I have messaged the property management team directly and requested they follow-up with the guest. The phone number for the La Quinta is ************** and the email address is *************************************************************, this is contact information that the guest can provide the 3rd party booking party.

  Rest assured the feedback and details of the guest's experience is taken seriously and we will be reviewing internally to determine the areas that need improvement.

  Kind regards,

  *******
  Liaison,Customer Care
  **********************************

• Initial Complaint

  Date:01/25/2025

  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.

  10.12.24 - 10.15.24 I booked a room due a power outage at my home address after hurricane ******. I called the number listed for a ******************** in *******, ******* near where we live. The agent who answered said there were no rooms available but said she could get me 3 nights at the nearby ************************************************ *********************************************************************** She said that it would be a non refundable reservation. I agreed and gave her my Syncrony Master Card and booked for that same night 10.12.24 - 10.15.24. We packed a quick bag and headed for the hotel. When we arrived we discovered that they had no power. The manager allowed me to cancel due to that fact and encouraged me to seek restitution from the booking agent, ***********. We immediately called to lodge a complaint with Booking .com and started a claim, that after a week of messaging was denied. We could only file a complaint with our credit card company. After many weeks they denied the claim because the charge was non-refundable. My contention is that no hotel room was habitable due to the lack of power. *********** defrauded me by insisting upon a non-refundable room charge without providing me the room. This is fraud during a natural disaster, much worse than charging too much for gas which seems to be a more egregious crime. I am seeking reimbursement of the $630 charged to my Synchrony Master Card account.

  Business Response

  Date: 01/27/2025

  BBB Case #: 22857471
  Hotel Site #: 53067
  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 January 30th. 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:01/24/2025

  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.

  Booked a room on 17 January 2025 and called hotel and canceled it same day as our trip changed. Man on phone said Ill take care of it and you wont get charged but didnt give us a cancellation number. Hotel charged us and refused to refund the money. Said their record only showed no call and no check-in I want my $105.00 refunded and proper training for their employees.

  Business Response

  Date: 01/27/2025

  
  
  BBB Case #: 22840125
  Hotel Site #: 53328
  Customer Care Case #: ********
  
  Dear Contact:

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

   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 January 30, 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: 01/27/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/24/2025

  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 reserved a room for three adults for 3 nights Jan 18 2025 to Jan 21 2025 (confirmation# **********) with a roll-away bed at La Quinta by *****************************, ***********************************************************. I called the property up and inquire about reserving a roll-away bed and was first come first served (get the bed). We arrived at the hotel around 3:15 AM Saturday morning. Upon check in I was told that a room with a sofa bed will be available later that morning. When we returned to the hotel late that afternoon we were told that the hotel never had any roll away beds or sofa beds ever. I then showed them their site that said extra beds upon request. They gave a poor excuse, in that the request has to come from them. During this time one of the front desk employees confided in me that the hotel had a recent renovation and had removed all sofa beds and roll away beds. Thus without the extra bed one of us slept on the floor.

  Business Response

  Date: 01/24/2025

  
  
  BBB Case #: 22851998
  Hotel Site #: 52918
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***** ******** at the La Quinta property in *********, MD.

   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 January 27, 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: ************