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This hotel is awful! I made reservations for a friend and myself for an award luncheon pertaining to my job. I had never stayed in this hotel before. But, when I arrived and got checked in and went to our room that’s when the nightmare began. Before getting to the room the elevator, whole floor and room smelled like onions. When I got into the room the room obviously smelled like onions, it was very obvious that this particular room had not been serviced in a long time. There was no toilet paper in the bathroom, the sliding door to the patio would not open, the tv would not work (no signal) and then it would not cut off, the air in the room was stale and the air conditioner would not work, we had ordered food from one of the places on a pamphlet that was at the front desk and the refrigerator in the room would not work or keep our food cold and my food spoiled. ($38.00 was wasted!). We did not have enough towels in our room, and there was a broken hair dryer sitting on the sink, and the door would not lock. We called the front desk and informed them of our problems with our tv and was told to unplug the tv from the outlet and re-plug and that should work. We did and nothing! I went to the front desk, and he gave me a huge roll of toilet paper (see attached) He told us he had been told to give guest a box of tissues for toilet paper because they were out. So, then they exchanged our room and moved us 2 floors down. We took this to our other room with us just in case there wasn’t any there either. When we got to that room it was obvious, they were doing renovations because the floor down the hall was ripped/ tore up. We entered our new assigned room, and it was somewhat better than the 1st one but it still had a stench in the hall and the air in the room was stale and old (once again from being vacant and uncleaned), the patio door still would not open, the tv did work and the air conditioner worked (barely). There still wasn’t enough towels (we had 1 towel each), and the toilets were so low to the ground it felt like we were sitting on a child’s daycare toilet! Very hard to get up from! And the toiletries (soap, shampoo, lotion) were so small it was ridiculous! My hand was bigger than they were! (See example:)
It was like everything was made for a child! We had also went downstairs to the hotel market to get snacks only to find out that the prices were ridiculously high, and the food was old and had not been removed from the shelf. We picked up a package of pickles that were smoochy! We told the front desk clerk, and he acted as if he didn’t know asked us if they all were that way. So, we brought them to him, and he also saw for himself that they were but still did not remove them from the shelf. (Nasty!) The very next morning, we went to utilize the free breakfast that supposedly came with the stay, and it was pitiful! They had juice, coffee, powdered eggs, no meat at all, cold biscuits & bagels (plain & raisin), and cereal with milk. That’s it! There were 2 waffle makers plugged up on a counter and no mix for them! Just awful! I asked a worker if they worked (she didn’t speak English), and shook her head and said, “no work” (meaning the waffle makers). Then another guest also went to that same worker to ask if they had seen her clothes that were being cleaned. (Same response) and said that someone had stolen her clothes! I then made a statement to another guest, that I was glad that I had put my “DO NOT DISTURB” sign on my door before coming down to the breakfast. And that guest said to me that it didn’t matter because her daughter had done the same thing, and they still tried to enter the room! She said if it had not have been for her daughter locking the door from the inside they would have succeeded. This was very disturbing & upsetting to me and my guest. So, we immediately went back to our room and began to get dressed to leave. Upon leaving I informed the front desk clerk of the incidents and problems we had experienced and asked for a refund. She apologized for the inconvenience but informed us that she did not have the authorization to refund anything but she would let her manager know and have them contact us. She also had informed us the manager was on their way in and they would contact us shortly and we left. We were very hungry and very dissatisfied! I patiently waited for a return call and had reached out to the hotel several times only to be told the manager was on a conference call and would call me back. This happened several times and no calls were made to me. I then called back to ask what time the manager was to leave for the day and was informed she leaves at 6pm., so I continued to wait and still no call! I started getting angry. So I then I called at 5 min till 6 pm and then was I told she had already left. I then became very annoyed and angry! So, I asked the clerk for the managers name to which he said “Nicole”. And when I asked for her last name he then he put me on hold and she miraculously answered the phone after, I had been put off several times and then told she had already left the premises. “Go figure”. She had me to re-explain the whole situation again, because she did not get the full explanation from the front desk clerk of what had happened. So, I did. And she told me she could only refund me $25 of my money back. I was not at all pleased! After going around and around I had expressed to her that I had paid thru “Booking.com” $81.60 and $50 (incidentals) & that I was requesting a full refund. She kept giving me excuses like; “we have been undergoing renovations”, or “why didn’t I ask for a full refund the night before”, and /or “you could have gone to one of our sister hotels”. To which I informed her that I had just traveled 2 ½ hours to get there for a function for my job, and I had never been there before and I didn’t know that area, and that I didn’t think I would have to deal with or run into the problems I was faced with. She also said she could give me credit/ points to stay again at another hotel (sister hotel) I again said “NO”. She was being very vague, and non-understanding of my situation. I told her I was still not happy with just getting back $25 and that I wanted a full refund! She again was being uncooperative and still giving me excuses and getting very condescending with me. She then gave me another $10 off my bill. Still, I wasn’t happy I wanted a full refund! I tried being as nice as I could, but it wasn’t working so I took the $10 credit and ended the call and decided to write to the corporate office for my refund. I have stayed in La Quinta hotels before and never have I ever! Received such awful service and I work hard for my money too and I did not expect to receive that kind of treatment that I received from the hotel that I stayed at! If they were undergoing renovations, then they should have closed or well informed their guest of this so they could have had the choice to choose somewhere else to stay. Even the front desk clerk said he had been informed that he was to hand out tissue boxes to the guest for toilet paper because they didn’t have any. I mean really! I came to Nashville to stay for my 25th service award for my job, but never did I expect to have to stay in such an awful place and get awful service as well as expect to pay for it either! I am requesting a refund of my entire stay back as well as the money for the food that I purchased that spoiled because of a refrigerator that did not work to keep my food cold like it was supposed to. I do not want credit for another stay in your hotel or sister hotel because after the experience I just encountered I had my stay ruined and will forever remember my 25th anniversary with a bad taste in my mouth. I do not wish to stay in another La Quinta or any other hotel affiliation. I just want my money back please!
The hotel in question is:
La Quinta Inn & Suites by Wyndham Nashville Airport/Opryland
2345 Atrium Way, Nashville, TN, 37214
[protected]
Thank you.
Lisandra L. Tucker
