Business Profile

Hotels

La Quinta Inns

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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

Customer Complaints Summary

657 total complaints in the last 3 years.
237 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/23/2025
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.
On January 23, 2025, I attempted to extend my stay at La Quinta, where I had been staying for over 28 days. I was informed by the manager, **** *******, that I would need to check out for a night due to state law regarding long-term stays. I agreed and requested a refund for the last three nights, as I believed I should have tenant rights under Colorado law, which requires a 10-day notice for eviction. However, I received no such notice.Instead, **** accused me of tampering with a smoke detector and smoking in the roomboth false allegations. I do not smoke and was unaware of a smoke detector hidden beneath the desk, which was loosely plugged in. She eventually waived the $400 tampering fee in writing but still refused to extend my stay. **** also contradicted herself, claiming I had only stayed 23 nights, which conflicted with the initial statement that I exceeded 28 days. She further claimed La Quinta has a 23-night maximum stay policy, which I was not informed of at check-in.Additionally, **** stated maintenance attempted to access my room twice in the past two days but could not because of a Do Not Disturb sign. However, I had previously allowed maintenance access when requested, and no urgent communication was made to remove the sign.The lack of clear communication, unfounded allegations, and inconsistent policies were unprofessional and unfair. I have spent thousands of dollars as a ***** ******* Rewards member, and this experience has severely damaged my trust in your brand. I request a full refund for my stay from January 2023 and a review of the managers conduct.
Business Response
Date: 01/27/2025

BBB Case #: 22850074
Hotel Site #: 52683
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ****** at the La Quinta property in **********, CO.
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 28, 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
************** & Resorts, Inc.
Office: ************
Customer Answer
Date: 01/27/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/18/2025
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.
Date of check in 18 January 2025 ********* advertises on its website that they have FREE airport shuttle service. When we arrived at the ************* we contacted the hotel and requested a shuttle to their hotel. We were told that the shuttle was not available and to take an ***** Which we did and it cost me $25 for the trip. When checking in I asked for compensation for the additional expenses. They offered me early check-in (which I did not want). I continued to ask and all they would offer was the early check-in. I asked how that would that compensate me for the return trip to the airport (another $25). All they would offer is the early check in. Then I asked how long the shuttle had been unavailable, they said for 3 days. I asked why they did not notify me in advance of the issue so that I could make other arrangements. They had no answer. I just checked today (18 January 2025) and the website is still stating free airport shuttle. IS THIS NOT A TRUE CASE OF BAIT AND SWITCH???
Business Response
Date: 01/20/2025

BBB Case #: 22830218
Hotel Site #: 52722
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 23, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 01/20/2025
I am rejecting this response because:
the business has yet to address my complaint they simply turned it over to the manger to address.
I have not yet been contacted by said manager.
be advised that I will be traveling out of country 21 January- 24 February 2025. During this period I will be unable to respond to emails.
I look forward to resolving this issue upon my return in February.
Business Response
Date: 01/21/2025

BBB Case #: 22830218
Hotel Site #: 52722
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 23, 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 need to give them time to get back to the guest.
If for some reason this concern is not resolved, please contact me directly at ******************************** and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 01/21/2025
I am rejecting this response because: There has been no communication with me from the business manager and the issue has not been addressed it resolved.
Initial Complaint
Date:01/17/2025
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.
We stayed at this hotel on Nov. 23, 2024 (in 3 rooms). I booked & paid through a 3rd party. I gave the hotel my credit card for incidentals. Upon arrival, we realized that we had booked for Nov. 24 instead Nov. 23. The gentleman said that it was no problem, they weren't busy so he could just switch the reservations over to the correct night. We stayed & checked out the following morning. A few weeks after our stay, I noticed some credit card transactions from the hotel. It appears like they are charging my card for the room. They are charging $194.35 for 2 rooms & attempting to charge another $160 something but the card is over it's limit so it keeps blocking it.I spoke to *******, the hotel manager, a couple of times before Christmas but no resolution was made. She asked me to follow up with the 3rd party. I have done that & they have stated that they have tried to contact them but don't get an answer. I have also tried to contact them repeatedly since but no one at the hotel answers the phone, it is impossible to get this resolved on our own.We also called the Wyndham corporate ************* acted like they were going to help us but when we call to follow up with them, they tell us to follow up with the hotel or the 3rd party. The lady that we spoke to when we filed the report stated that it looked like they were charging us for 2 nights when we only stayed 1 night.If anything, I see where we might be responsible for the difference between Sun. ************ night but not what they are trying to charge us. The gentleman acted like there wasn't going to be an issue.
Business Response
Date: 01/21/2025
BBB Case #: 22824998
Hotel Site #: 53860
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. Unfortunately, we do not have access to the properties billing system(s). After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. The property management team has advised ********************* that they have only charged for 2 rooms and the 3rd room has still not been paid.
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:01/15/2025
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 have stayed at the La Quinta Inn for the past three years every single month between the 19th and 27th of each and every month. I grewup in ****** and my father actually owned a mobile gas station that was on that exact location. I always come down to visit the cemetery tovisit my husband, my mother, my father. When I was there in November, I had no hot water at all in the bedroom. The room was unkempt, but we were very tiredfrom driving around ****** all day. I come down from ***** each and every month. When I let them know that I needed to take ashower, they could do nothing to help me out. They made me go to another room halfway across the hotel to shower, and it was very, very disappointing when I called and spoke to ****, the manager who supposedly betting this business for 30 years, he did nothingbut berate me after he finally admitted by talking to the maintenance men that they had no hot water due to poor boilers he promised to replace my room December When I showed up at the hotel in December. There was no replacement room so I contacted the hotel corporate office then **** emailed me berated me in the emails and I have copies of each and every item as well as recordings of every conversation that I had with him I want afull refund of my $96 And I want him to formally apologize to me. Ive asked to speak to his manager on several occasions, and he has denied me the privilege of speaking with somebody who can address this appropriately. This is an appalling matter. For the seven years that I stayed in the hotel prior to him becoming manager there I never once had an Issue.
Business Response
Date: 01/17/2025
BBB Case #: 22811814
Hotel Site #: 52786
Customer Care Case #: ********
Dear Contact,
Hello ******** Katebisquit,

Ref: 08707835

Thank you for taking the time to bring your concern to our attention and allowing us the opportunity to address your needs. We are sincerely sorry to hear we did not provide you with an excellent La Quinta experience. You can count on our team to help resolve your concerns.
To aid us in resolving this matter, please reply with a copy of your actual credit card statement billing statement showing the charges you incurred, for further review. You may also fax the documents to ************.
As we do not have access to the property's billing system, we cannot verify the charges. Therefore, we request that guests send us a copy of their statement showing any charges from the property. For your security, we ask that you remove any personal credit card numbers. All we are interested in seeing is the name, the financial institution, and the charges from the hotel. Our apologies, we cannot accept screen shots.
When we receive the requested information, we will be in a better position to evaluate your concern and determine the next steps.
Thank you for your patience in this matter,

Kind regards,
*******
Liaison, Customer Care
************** & Resorts
Customer Answer
Date: 01/17/2025
I am not sure what the resolution is yet. I included snips of all my emails from **** and his unprofessional conduct and my purchase from ************
Business Response
Date: 01/22/2025

BBB Case #: 22811814
Hotel Site #: 52786
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ******** Katebisquit 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.

We do see where the property did book you a room in November for December.

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: 01/22/2025
I am rejecting this response because: I trued this and I included all emails from the property Manager I demand a refund now
Initial Complaint
Date:01/13/2025
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.
I was charged on my credit card and amount I did not agree. Credit card reported a charge. I requested refund from the business and a receipt. I was refused a receipt. I requested their reason if over 300 charge on my card, with documentation and was not given policy of charges.
Business Response
Date: 01/15/2025
BBB Case #: 22800633
Hotel Site #: 40690
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ****** ********* at the La Quinta property in *************, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
Once again, we apologize for any inconvenience this may have caused.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
*******
Liaison,Customer Care
**********************************
Customer Answer
Date: 01/15/2025
I am rejecting this response because: I attempted to resolve with the manager and staff the same day. I was humiliated and felt targeted because I discussed my concern with manager. The manager, *****, stated that she had to "get out of bed" to take care of this. I do not want to be harmed again and I am requesting for the company to review and obtain apology for the way this was handled and refund. As a health care worker and student in travel this horrendous issue could have been handled differently. I was merely attempting to pay early with my debit and requesting a receipt, basic request. This was at 730am , hours before checking out. After I paid in full I was further harassed by management locking my room before I checked out. There are notable concerns here and there requesting that you contact the manager.
Business Response
Date: 01/16/2025
BBB Case #: 22800633
Hotel Site #: 40690
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, we do not have access to their billing information. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
Once again, we apologize for any inconvenience this may have caused.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
*******
Liaison, Customer Care
**********************************
Customer Answer
Date: 01/16/2025
I am rejecting this response because:
Your company is responsible for the hotels. I will further this if I do not hear back from your office.
Business Response
Date: 01/22/2025
BBB Case #: 22800633
Hotel Site #: 40690
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, we do not have access to their billing information. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest.
Once again, we apologize for any inconvenience this may have caused.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
*******
Liaison, Customer Care
**********************************
Initial Complaint
Date:01/10/2025
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.
La Quinta will not return my $100.00 deposit. **** approved me and I checked in October 7, 2024 and I checked out January ******. Their reasons are new management. That is not my problem. I have used your hotels in the past with **** and stayed several months. My fema id#********** Disaster#****. I want my deposit returned. Thank you.
Business Response
Date: 01/13/2025

BBB Case #: 22796274
Hotel Site #: 53240
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 16, 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: 01/13/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/09/2025
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.
Yes, I was wrongly overcharged for my reservation when I had already booked it for $76. The hotel decided to charge me $95 and refuse to let me check in unless I paid that amount even though they were not supposed to charge me anything more than what I agreed to book the reservation for They modified the reservation, which they were not supposed to and are refusing to refund me my money when theyre obligated to send me thr what I booked the reservation for was not that amount , Im highly disappointed in ****** him customer service, and the hotel for both not willing to resolve the situation
Business Response
Date: 01/10/2025
BBB Case #: 22669478
Hotel Site #: 53318
Customer Care Case #: ********
Hello ****** *********,

Ref: 08565028

Thank you for contacting ************** & Resorts, ************** We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with us, and being a partner in our success.
We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.

As a thank you for your support, we would like to apply ***** points to your Wyndham Rewards account, as a goodwill gesture from Wyndham. Please work with the property if looking for monetary compensation, we do not have access to the properties billing information.

Please respond to this email with your Wyndham Rewards membership number, and we will be happy to add the Wyndham Points to your account.

Kind regards,
Michele
Liaison, Customer Care
************** & Resorts
Initial Complaint
Date:01/03/2025
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 pre paid for 2 nights, for Christmas eve at this hotel and the pictures are deceiving. My 14 year old daughter and I couldn't bath because the bathtub was filthy and had roaches crawling in it. The ceiling was peeling. The floor was dirty and appeared had mildew on it. I called customer service to get my money back and they refused. (Case #CN05757582 R5335234596). This hotel is unsanitary and should not be open for business until it is thoroughly cleaned and sanitized as it is detrimental to peoples health. I am asking for a full refund.
Business Response
Date: 01/03/2025
BBB Case #: 22762324
Hotel Site #: 53404
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 7th. 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: 01/05/2025
I am rejecting this response because: No refund has been issued. Its good to hear the room will be sanitized but these steps should have been taken prior to any customer taking possession of the room, not after.
Business Response
Date: 01/06/2025
BBB Case #: 22762324
Hotel Site #: 53404
Customer Care Case #: ********
I hope this finds you well.
Please accept our apology if the level of service you received on this occasion fell short. We take all guest feedback incredibly seriously, hence why your complaint has been escalated to our Field Operations team who, I can assure you we will use your feedback constructively to enhance any possible area of our guest experience.
La Quinta by ******* located in ***********, ** 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. If your desired resolution is that of a monetary one, you will have to work with that property directly and the third-party booking company where you made/paid your reservation to obtain that.
As a gesture of goodwill, we would like to offer you ***** Wyndham Reward points - enough for one complimentary night stay at any of our tier 1 properties or two highly discounted nights at any of our Tier 2 properties. If you have yet to enroll in ******* Rewards,you can do so here:
***************************************************************************
Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
Kind regards,
*******
Liaison,Customer Care
**********************************
Customer Answer
Date: 01/07/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:01/02/2025
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.
We filed a booking on Agoda under ****** ********, Booking ID *********, for La Quinta Inn by ***************************************************************************************************************** for 2 people December 28 to December 30, 2024.When we arrived the building was falling apart, the room had bloodstains, a tooth in the sink, leaks from the ceiling, stains on the sheets, hair over everything, there were cops and crazy people all around the parking lot, it was just horrible. We considered a different room but the whole area was just unsafe and the building is disgusting and falling apart. We told the hotel politely we would not be staying and we left. We saw f**** on the ground as we left. The hotel did not at all seem surprised by this as I'm sure this happens a lot and they offered us a refund but told us we would have to contact ***** since we booked through them.We were then forced to find last minute accommodations in ******, which took several hours and cost us way more money. Despite the hotel offering a refund we have yet to receive anything. We contacted Agoda at least 10 times at this point and they have made every excuse as to why they will not refund me or even talk to me. I filed complaints with ***** as well and also ******* corporate and have not yet received any response, not even an acknowledgment with a complaint ********* addition to a refund and something to compensate us for our troubles, this place should be condemned.
Business Response
Date: 01/03/2025

BBB Case #: 22757080
Hotel Site #: 52677
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ******** at the La Quinta property in Golden, CO.
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 6, 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: 01/03/2025
I am rejecting this response because:

We have not had contact by the business yet or been offered a refund and something to compensate us for our troubles and additional money and time we had to spent finding last minute alternate accommodations
Business Response
Date: 01/03/2025

BBB Case #: 22757080
Hotel Site #: 52677
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ******** at the La Quinta property in Golden, CO.
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 6, 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: ************
Initial Complaint
Date:12/28/2024
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 made 4 reservations and I cancelled all 4 of them over a month before the reservation date. And I have cancellation numbers for all four reservations from Wyndham Rewards app. The charge me for 1 of the stays saying I never canceled 1 of the stays. And charged me a (no show) one night fee. Confirmed with Wyndham that it was canceled so I called the property and they said that would refund me and I waited a couple weeks and never received the one night refund I called them again and he said the manager will contact me and refund me but never heard back and still no refund. I even searched that supposedly reservation and said there is no stay. I have attached all four cancellations, and the charge and the refund minus the one night they will not refund me on though Wyndham said it was canceled.
Business Response
Date: 12/30/2024

BBB Case #: 22738889
Hotel Site #: 52675
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by *********** ****** at the La Quinta property in *******************, CO.
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 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: 12/30/2024
I have reviewed the business response and accept this resolution.

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La Quinta Inns is NOT a BBB Accredited Business.