La Quinta Inns & Suites
Reviews and Complaints

We booked a room for my parents to stay at La Quinta Inn & Suites PCB Pier Park location from 13-17 May, 2019. I advised on the reservation (made through Booking.com) that we would be checking in late, as we were driving up from Miami (a 10 hour drive for us). The room was for my parents. On the way, around 5 pm, we got a call from the hotel asking for a credit card to hold the reservation. I had provided this through Booking.com and was driving so I said I would call back in a few minutes, but we were definitely coming and to please hold the reservation. I told them we should arrive between 9-10 pm.
I phoned back shortly to let them know that I had used my Discover card and that to my knowledge one night had been charged with the rest due at the property. I told her (I presume the front desk attendant) the amount and what was still remaining. She said she would phone Booking.com to get the number and told me several times not to worry, that she would not cancel the reservation. About 15 minutes prior to our arrival (about 9:45 pm) we learned that my grandmother had passed away and we were eager to get to the hotel. We arrived and were told by "Latasha" that the manager, Mike Novak, had canceled the reservation around 7pm without notifying us and now the property was fully booked for the entire 4 nights they were to stay. There was no apology or concern and we were told there was nothing that could be done. We were left with no accommodation after a 10 hour drive and a death in the family without any concern from Latasha. She refused to give me the name of the person I had spoken with but gave me the number of her manager, Mr. Novak, who was not answering the phone. She did not give him a message but said I could call him. I phoned the next day to hear him affirm that he did cancel the reservation but had not checked the notes or asked the staff about this first. Apparently this and notifying the customer is "optional" and he chose not to. He said he would check into it and call me back that day. He did not. I phoned again, leaving another message, and he has not responded and this has been over a week now. Our family was understandably exhausted, livid and devastated and the way this situation was handled was horrible. It has ruined their stay and while we were eventually able to secure alternate accommodation, none of our family will ever choose LaQuinta again.

I am requesting the following: 1) A proper apology to both me and my parents and 2) If we were to ever consider staying at any LaQuinta again, some sort of compensation to get us through the door. The staff should be reprimanded for their lack of concern, empathy or desire/ability to find alternate suitable accommodation. Even if there was an issue between Booking.com and the property, I was told on numerous occasions, only hours before, that our reservations would not be canceled. In effect, we were lied to, without accountability.

14925 Landmark Blvd. Addison, Tx. 75254

We have been staying at this La Quinta for over 19 years. We've been renting the party room in numerous occasions. The last time I tried to rent it, the supervisor told us they no longer rented it. I went through the manager and he said they still did so I signed the contract. We were about to rent it again and we were told that they can no longer rent it to us because the last time we left a mess.
Let me be clear that we picked up all the trash and left it trash bags. We even threw most of them away. That night the front desk helper walked the room and said we were good to go. Now they are telling use that we are not allowed back. I feel very un wanted here at this hotel. I spoke to the manager Tammy and she doesn't even know because she wasn't even working here at the time. This has been our hotel for the past 19 years. We are never coming back.

Hello,
I'm writing to you because I am beyond frustrated and upset with my stay at your La Quinta Tampa airport location. If you look up my name, you will see that I am a frequent La Quinta visitor and I am always satisfied with my experience at your locations. I am also the first person to refer friends and family to your locations when they are in need of a high quality hotel and often leave raving reviews online about our experiences at your locations country wide. However this visit left much to be desired. I should have known it was going to be a disappointing stay when I was greeting both on the phone and in person by your front desk person Regina who not only made me feel like I was a nuisance but a major inconvenience for her. She was outright rude and clearly uninterested in any of my concerns with the room. My problems are as follows:
Our rooms air conditioner was not operating properly and was just circulating warm air.
The front desk was notified and we were told were sorry we've been having some issues we will try to get it resolved. We left for the day and it continued to blow hot air for the entire two days of our stay.

We woke up both mornings completely congested (for people that don't have allergies, aside from mold)and we were alarmed. After inspecting the room we found there to be mold covering the entire side of the ceiling above the shower. I knew there would be no way that I would at this point be able to shower with there being that much mold. So we kept the door shut to the bathroom with a towel under the door in hopes that we would be able to atleast breathe a bit better. The lock on the bathroom door lock was also broken as well.The following day we were beyond miserable from the mold, my husband tried to use the shower for himself and the shower head was broken and just the tub was running so we had to go to the closest gym and use the shower. This is unacceptable. I've never had just a terrible experience. I would love to say that I would be willing to give La Quinta another chance after this horrendous experience but this is hard to come back from. I would love to speak to someone about this matter if possible, I feel as though we should compensated in some way. I'm not one to ever complain but there wasn't one thing about our stay that I could say was semi -enjoyable. I did take plenty of photos of the mold as well as the broken air conditioner and broken lock on the door. I'm happy to forward them if you'd like or to whomever can help. I appreciate your time and trust that you will address this issue.
Thank you.
Kait Rizzo

Good day,
My name is Brenda Taylor-Grevious and on April 24, 2019 a friend (Joann Washington) and I attended the Seabreeze Jazz Festival in Panama City Beach, Fl. My friend made the reservations to hold the room and I paid with my credit card upon arrival. First I noticed that the hotel was animal friendly (very allergic to animal dander) so i asked the clerk if the dogs were all over and she told me that they were only on 1st and 2nd floor. I was put on the 4th floor and yes there was a dog on the floor. The room had a damp musty odor. When we tried to use the in room phone to call the front desk it had a nasty smell and the calls never went through.
Day two, we went to the festival, was gone all day and returned to the room at approximately 10:30pm room had not been cleaned, no fresh towels, beds were not changed or made up. Only one person was on the front desk so there wasn't much that she could do about the situation. it wasn't her fault so I had to make sure that my anger wasn't misdirected. As disappointed and angry as I was about the staff shortage and other deficiencies the front desk staff, manager, and the breakfast matron were all wonderful, pleasant people.
Day three beds were made up, very poorly but at least the covers had been pulled up. I have stayed at La Quinta before so i was very shocked and disappointed in this latest experience. I spoke to the manager who was himself a new employee. He tried to rectify the situation by giving me a 20% discount on two of the 5 nights that i paid for but I assure you that $66.67 didn't go far in remedying this situation. I was charged and paid $147.40 a night for a hotel room that amounted to a pay by the hour motel stay.
I am very disappointed and felt it my duty to inform you that your brand will suffer a great deal if this is the new direction that LaQuinta is going in I cannot see myself as a customer again.
If you wish to speak to me, I can be reached at [protected].

Regards,
Brenda Taylor-Grevious

To start the exterior was neglected, and trash was everywhere, box springs stacked on the side of parking area, why throw away box springs (bed bug problem?) entire floor was sticky; a huge cockroach was in what appeared to be a spill never cleaned from previous guests, mold around sink faucet, mold in coffee maker, rust in tub grout and drain, built up dirt in corners in bathing area, dirt on walls, broken leg on refrigerator that froze food overnight, loud air conditioner blew air directly on me on the bed all night, then to top it all off asked to speak privately with the manager, he kept me waiting for 20 minutes, he saw me and was doing nothing so I left, I felt he doesn't care!

We checked in May 13 for 2 nights. The hotel was relatively full but the girl was very helpful and gave us an upgrade, The tub faucet leaked all night - could not shut it off, the vent above the toilet was falling down & there was no stopper in the sink. The bed had a dead tick in it - questionable if clean sheets were used but it was late so we slept on top. The next morning at breakfast; at 9 a.m. the lights and TV went off and the staff proceeded to take everything away even tho there were 8 people still in the dining room. We left at 10 a.m. and returned at 6 p.m. to discover that our room had not been cleaned. ENOUGH! The girl at the front desk was very apologetic but not very helpful. We will never stay in McKinney, Texas again.

I booked a 2 night stay May 7, 8 2019 at this location . Checked inn on May 7 into my suite room 302 when my wife opened the door to the room there was a man setting in the chair in the room half dressed . I went back down to the front desk and explained what had just happened he did not have a good answer for what had just happened.I told him we could have been shot walking into a occupied room.he apologized and told me they didn't have any more suites available I was not happy with the hole situation and told him we would rather not stay there. And I ask if I could get a full refund even tho I booked threw Price line and the had my rate listed as non refundable he told me I would be refunded for the 2 nights that he put on my credit card will see.Our confirmation # 89188EC003325 an cancellation #[protected]. This location should not be allowed to carry the La Quinta name it looks like a government subsidized housing with a lot of people that look like they were up to no good .We noticed this in the very shot time we were there an we will let everyone we know about this location.We will NEVER book at a LA QUINTA agan.

I'd like to report very unprofessional, rude and arrogant Manager - Ingrid Cambana at the hotel located at 34 Fishermans Way, Jupiter, FL 33477.

We had some issues during the delayed check-in on the day of our arrival April 15, 2019. Our room was not ready at 3 pm and it didn't make us happy to say the least. I asked the Manager to place us in any available room until they figure out what's is happening with the room we've booked. We were very tired after the long trip and needed badly to get to the room and get some rest.

Mrs. Ingrid Cambana was totally unapologetic, rude and arrogant while dealing with us. And instead of deescalating the issues she has made the matters worse. I had to call "Hotels.com" and get them in involved. After an hour of arguing back and forth with the Manager, we were finally given the keys to our room.

I'll will not go over the room details, even though the room was far from perfect. I just want to let you know that Mrs. Cambana is hurting La Quinta's image and, in my opinion doesn't deserve to be in the hospitality business.

I had reservations at Reno NV and reserved 3 day and needed to cancel one day. I called reservations and the woman cancelled my full 3 days the rebooked me for 2 days. She increased my rate by $20 dollars a night. I found this out on the emailed receipt. She did not tell me the amount or that she changed it. I was scammed. I am a senior and was scammed by this woman. I was never told to call the front desk or my "new" total. My original confirmation number was [protected] which she cancelled for $149 a night. She cancelled that one and rebooked me at $169 a night. She never quoted the "new" price. Again I was scammed by this woman. I saw it on my emailed receipt the price increase. I called reservations again and was transferred to Reno manager. She rectified the reservation and changed it back to the $149 a night. I will see if this is true when we stay there April 12 and 13. I cannot believe I was scammed by La Quinta.

Just spent the weekend at your company's Abilene Lake Road location and it was horrible to say the least. Upon arriving the check in clerk was pleasant and gave me a smoking room which I did request, upon entering the room even I could tell that NO measure was taken to diminish the stench of cigarette smoke. Instead of smoking in the room I choose to smoke outside so that my 14 year old daughter would not have to breath in MORE of the smell. Second the bathroom was not clean, the floor was filthy and the tub still had hair in it. The mattress was stained with what looked like blood and the TV didn't work. I requested a different room and was told they were fully booked. After numerous calls to the front desk about the TV I gave up. Waking up on Sunday morning my daughter was covered in bites, which tells me that the mattress has bed bugs. As the Corporate office I expect either a refund of $149.50 and a free stay at another of your locations in the Abilene area in the future. Please respond as soon as possible.

While staying at the La Quinta hotel located in Clute/Lake Jackson, Texas on Friday April 5th through April 7th 2019 we had several items and conditions to complain about. First the wheelchair accessible rooms are at the very back of the hotel instead of near the front and while the front desk person did help push my fiance from the front to the rear of the building the next morning I was not up to pushing her to the front for the free breakfast. At other La Quinta locations we have stayed at this was not an issue because all of the accessible rooms are near the front. The first room we were shown was tiny with no room for a wheelchair to move between the bed and the dresser to get to the bathroom. this was resolved by the staff member giving us the room next door which had the bathroom at the front of the room instead. the bathroom itself was un-satisfactory in that the toilet was four inches too low for her to use, it was difficult for me as well. The shower was a tub with hand grips instead of a walk in shower which the three other La Quintas we have stayed at recently had. I tired to use the tub for my shower, but did not know to pull down on the nozzle under the faucet to activate the shower head, which needed to be a flex handle instead of stationary on the wall, so I had difficult in cleaning myself. the outlets were old and loose so we had difficulty plugging in our phone charger. There was only one wheelchair ramp for the entire back of the building and it was in need of repair or rebuilding. The curb was very high for me to step up on from where I had to park the car. This location needs to take some notes from other La Quinta locations and modernize their rooms. Also we could not use our La Quinta rewards points because they had switched to Wyndham. We usually enjoy our stay at your hotels, but this one made us miserable.

Reference Member: Paul Middleton [protected])
Account Number: W3549006
Folio Number: [protected]
Room Number: 250
Arrival: 03/12/19
Departure: 03/15/19

On 03/12/19 I made an initial reservation for one night at the La Quinta Inn located at: 2725 International Speedway, Daytona Beach, FL 32114 (386) 255-7415.

• 03/12/19 to 03/13/19 I was charged a room rate of $99.00 plus taxes totaling $111.38

My original check out date was 03/13/19, however I realized that I was going to need to stay at this La Quinta for one additional night and I extended my stay while I was at the front desk and checking out. I was verbally told that my rate would be changed to $104.00 for the night. Later that day I had my office manager, Lisa Milstead, contact the hotel directly and requested my room to be extended for an extra night. My reservation was extended to 03/15/19. During the telephone conversation on 03/14/19 with my office manager and the front desk personnel at La Quinta at no time was my office manager advised of any room rate change from $104.00 a night to $404.00 a night.

When I checked out of the hotel on Friday, 03/15/19 I was handed a final invoice in the amount of $571.50.

03/13/19 to 03/14/19 I was charged a room rate of $104.00 plus taxes totaling: $117.00
03/14/19 to 03/15/19 I was charged a room rate of $404.00 plus taxes totaling: $454.50
Total Invoice: $571.50

I am disputing this $454.50 charge as I have been a loyal member for many years and have never experienced such inept customer service.

Please let me know that you will be reversing the $404.00 1-night room charge to $104.00 1-night room charge and when I may expect a refund.

We checked into our room around 3 pm on 3/18/19. The elevator had food on the floor. Nobody bothered to clean up. The lobby was full of construction workers who were drinking pretty heavy. The kicker that made us checkout the very same day was that the room smelled of urine. Particularly the phone. I suppose a guest had peed on the phone and nightstand. The whole place was just awful. I was told I would not be charged for the room and spoke with the manager, however, I was charged for the full price. I kinda got the "I don't care" impression.

On February 22, 2019 I had 2 rooms for my family at the La Quinta Inn and Suite in Morgan City, Louisiana. The rooms was horrible! The sheets was dirty, lamp was rusty, bathroom didn't work and much more. These problems was in both rooms and the night manager put us in other rooms but every room we went too had the same problems. I have pictures to prove that this hotel needs to be closed down. I paid for the weekend but we had to find somewhere else to stay the next day.

On September 19, 2018 my husband made a reservation (Conf. # [protected]) to stay at the LaQuinta in Jupiter, Fl from 2-24-19 thru 3-01-19.

After driving over 1, 000 miles to get there, we were told that we could not stay in the room we had reserved and that someone else was in it. They gave us a little, broken down room for the night. The room was so small that we were stubbing our toes on the wheels on the bed just to get by, although I was happy they didn't turn us away comletely.

The next morning we were told that was the room we were going to have to keep our entire stay. We had booked a two room suit originally. I called customer service (1-855-250-6469) and told them the situation. They told me we would hear from someone withint 24 to 48 hours. We needed to be somewhere later that day and had pets in the room that could not come with us. We did not have 24-48 hours to wait for an answer. The lady I spoke with on the phone told me to be sure the LaQuinta did not charge us for that first night because it was not what we had booked.

I went to the front desk and eventually we were given a regular king room but I was told we could only stay there until Thursday because it was reserved for someone else. I was told they couldn't kick them out. I reminded the clerk that they had kicked us out and that we had our reservation for five months.

Wednesday morning my husband called guest services and explained our situation. He also made them aware of us having to be kicked out of the room. We we were told they would respond within 24-48 hours. Friday morning was 48 hours later and no one had ever gotten back to us. We had been given an open guest assistance reference number [protected].

They did not kick us out and we were able to stay there until March 1.

We had arranged, when we originally made our reservations, to use our points toward the room. The two room suit was 11, 000 per night with an additional $30.00. Although the king was 11, 000 per night and NO ADDITIONAL FEE, the front desk insisted on charging us because it was on our reservation. Our reservation was for a two room suit - hence the $30.00 charge. What we got was a king room, not an executive, just a king. These have no additional charge.

The desk absolutely would not change their mind and we had to pay the $169.00. We immediately called our credit card compay and emailed them all the documentation, i.e., photos of the reservation, the LaQuinta sheet showing points plus $ for which room and the bill we received.

After we paid the $169.00 in order to leave, we called the points rewards number and were told they could only offer 3, 000 points for reimbursement on the first room. Eventually they did refund us our entire 11, 000 points after my husband got extremely insistent.

We are elite members (P09282613) and have stayed with LaQuinta countless times. We have never had such problems.

I would appreciate hearing from someone and I would also appreciate some kind of compensation in some form.

[protected]
[protected]@outlook.clm