La Quinta Inns & Suites
Reviews and Complaints

I'm going to state very clearly that I would like an immediate refund for my one night stay on Friday, June 15.

During the reservation process I asked for a quiet room and on the top floor if possible. I'm aware it's a hotel and there will be some noise but I always put in this request to minimize it.

This was done nicely and in no way shape or form a demand. While driving I called ahead to see if my room would be ready at about 2p. It was but it would have been fine if it wasn't ready as I just wanted to know how to plan my day and told the person who answered that exact same thing.

I arrived got my key and proceeded to room 319 which was on the top floor but directly in front of the elevator. I paused because this didn't seem like it would be quiet but I had stayed at the same hotel before and the room was next to the elevator but I slept like a baby. So I dismissed my concen, dumped my belongings and went about my day.

I didn't return until after 8p that night and attempted to go to bed around midnight. I was up the ENTIRE night due to noise.

The elevator (or something) would bang and I also suspect I heard at times the luggage cart as people checked in. Even worse is I heard the very loud whistle of a train about every thirty minutes or so. I called Rosie at the front desk approximately four to five times that night. I was told there was no manager on duty but she would be in that morning.

Finally, at 5a I couldn't take it anymore. I packed up and checked out. I was told that the manager Ingrid would not arrive until between 9a and 10a but she would call me.

I drove home to Orlando and for the first time in my life was genuinely scared I might fall asleep at the wheel. Before passing out I called the hotel because I had not heard from Ingrid. Turns out she wasn't coming in which I found convenient.

I was put through to the service manager (who I later found out was the maintenance manager) who listened to what I had to say but just couldn't help me. He was very kind and said that he would leave everything we discussed for Ingrid so she could help me. He said she would call me on Monday or I could call her.

It is now Monday and I received no call so I call and get transferred. She answers but I find out that the gentleman I spoke to on Saturday is off today (of course) and she has no idea what I'm talking about. She then almost immediately puts me on hold where I wait for nearly 10 minutes.

I call the front desk from another phone line and am told I got transferred because she didn't realize she was on another call. So I wait until Ingrid comes on the line. It did not go well.

She told me to stop screaming at her which I can assure you even though by that point that's all I wanted to do I was not. I told her if I was screaming it would sound like this and then screamed. I went back to my FRUSTRATED voice and explained about the train whistle for which she basically called me a liar and said there are no trains in the area. Except the maintenance manager knew all about it!

She started chiding me like a child about raising my voice (again I wasn't I was just extremely frustrated) and I said I would just call corporate. She kind of chuckled and said so call corporate. She's started to talk more but I hung up on her so I wouldn't actually start screaming.

As a rewards member this has been a beyond terrible experience. I always recommend LaQuinta and as stated above even had a wonderful experience the one other time I stayed at this Jupiter location.

That experience is what lead me to book this stay even though it wasn't absolutely necessary. I could have visited my dad/family for father's day and returned home in the same day. Instead, I thought I would explore the area and be a tourist. I didn't get a chance to do that since I didn't get ANY sleep which is the main reason most people book a room!

I am extremely frustrated with the way I have been treated and have gotten progressively more angry as I was given the run around. I have worked in customer service and would have been reprimanded at how this situation has been managed.

The way that I have been treated is unacceptable and I will never ever stay at the Jupiter location again. How this complaint is handled will determine if I will ever stay at ANY La Quinta again.

If someone does not immediately contact me about issuing a REFUND I will be forced to leave negative reviews and contact my local news stations in Orlando. I'm sure they're willing to listen!

I stayed in la Quinta inn and suites in Caldwell Idaho from the 15-16 1 night. I was charged 3 times for my room adding up to over 500.00 here it has been 2 days and I still haven't been reimbursed. I was told it would be credited to my account by Monday and yet still hasn't happened.
This is very unsatisfactory service and bad business.
I would like my money back before I get overdraft charges to my account due to your company's error.

We have stayed at LQ @ Brandon Regency Towne Center more than multiple times, as a matter of fact this WAS our hotel of choice in the Tampa Bay area, unless it was totally booked at the time of our travel.
As a loyal customer and rewards member, I would have to say this has been by far our WORST stay EVER! I am highly allergic to PET DANDER...and every floor during my stay was filled with dogs. The first night we arrived later than expected and I was unsure why all of sudden I was sneezing and itching. After being out all day I arrived on Saturday evening to see an influx of DOGS. It was difficult trying to find another room at a another hotel. So we stayed and I suffered like hell! Last night was worst than the first night. If it wasn't for benadryl and claritin...I wouldn't have gotten any sleep. The dander and the barking has made my decision not to EVER want to stay at this LQ again!
I expressed this at check out to the Manager that I've seen at every stay.
As a customer with choices, I feel like we should've been informed of the UNUSUAL amount of dogs that would be staying at this location this weekend! I guarantee my decision would've been to stay somewhere else this weekend.

Stephanie Callins Davis
Reward member # W6420139

I am very disappointed in the quality of my room. Your establishment states that it is 100% smoke free however my room smelled so horribly of smoke that I needed to use my inhaler as soon as I entered the room. I requested a new room because of this and the front desk would not change. This was what I was handed when I asked for a change! This was to get rid of the smoke smell. Also was recommended to turn the air conditioning on to change the filter. I do not smoke cigarettes and would not like my clothing to smell like smoke because of this room. This is completely unacceptable. Especially since it sent me into an asthma attack. I have this photo saved and will be sure to inform my friends.

Horrible management at the LaQuinta in Odessa, TX. There was a loud noise in our room that prevented sleep. I called the front desk @ 1 a.m. They said someone would come check. No one ever did. The next morning @ 7 I told the front desk about the problem with the noise that went on throughout the night. They said maintenance would be by to check. No one ever showed & no compensation was offered. The personnel working were very immature & poorly trained. I believe the plumbing may have been the issue, but the hotel was full & no other room was available & apparently they do not have any one on sight to deal with faulty equipment. They sure were full of excuses though.

I stayed at the Laquinta in Los Angeles. The hotel is under renovation and nothing was working such as the swimming pool dirty work out facility and my tub in room 912 was blue not clean at all. We were quoted one price as a group get there was told by Angelica(staff) this is a new day and walked off while we were still talking. She was rude and unprofessional. I will never stay at the Laquinta again. Also, there a total of 4 days and they never clean the room. I'm so upset with the overall treatment. My sister will be sending pictures of how dirty things were. Should I send this to Wyndham since they are purchasing Laquinta. I would like to have my room comp my telephone number is [protected]. My name is Audrey Dones reservation under James Pittman. Thank you

On June 1st, 15 minutes before we arrived at the Festus, MO location I booked on Expedia.com. Upon arrival I checked in and MS Racheal Sweet at the front desk ran my credit card. I told her that I paid on Expedia already, but she stated it was just a standard thing they had to do. She checked me in and I went to get my family and when we got in our room in was a King room when I booked 2 Queen beds. So we went back and she gave us a different room. In the second room the floors were sticky and dirty so my wife went back and got cleaner and we sprayed the floors and wiped them down. There was also long black hair on both sets of bed sheets. We checked out the morning of June 2nd. When we got home that night I checked my credit card and noticed not only was I charged by Expedia I was charged an extra $128.09 by MS Sweet at the Festus, MO location also. So I was charged twice for the room. I called Expedia and they put me in touch with that location. MS Sweet happen to be the one that answered the phone. When I explained to her the situation and she stated that I booked the night before and didn't show and that is why I was charged twice. Then when I explained to her that wasn't possible she stated how bad of company Expedia was and that she would recommend never using them. She also stated that she couldn't help me, but the next time we came through which is never that she would make sure we got a good deal and a really good rate. The service we received is totally unacceptable and I don't care about her excuses. I'm the customer she double charged me and should of been helpful in resolving the situation, and by the way Expedia was more than helpful, and I will use them again.

Made a reservation at your Stamford Ct Inn for late arrival on Saturday June 9. When we arrived they would not let us check in because we only had cash. Was told then that all customers need to have a credit card to charge this incidental fee. We did not have a credit card and offered to give $50 in cash to hold til next day. They said no and we then spoke to a representative on the phone offered no help. We will never stay at your hotel ever again and will not recommend you either. This never happened before at your inns around the country. Your reservationists should advise potential customers of this policy when customers call. We had no room and it was 11:30 at night. Never again! Big disappointment!

Alan reese sr booked through expedia #7358006115404, a room @ lq inn austin capitol/downtown, for one night 6/8/18. When ready to retire, I immediately noted the sheets on our bed had been slept on already. My son turned back his bed and received a white sticky substance on his right hand and fingers. I immediately phoned the desk to complain and to ask for clean linens for both beds. The clerk stated he would bring them up as soon as possible. Twenty min. Later my husband and I went down and got the sheets from the clerk, who didn't acknowledge our distress. On checking out in am, the clerk apologized, and offered to take care of our night's stay. I thanked him but let him know I would notify corporate as this is not the lq I am used to. Lq has always been our hotel of choice, wherever we are.

We stayed in the Manassas, VA hotel for 1 night to attend a concert. Horrible experience. Had to go out and track down a housekeeper to get toilet paper. Was charged the $250 cleaning fee (more than the room rate!) because the housekeeper, smelled "weed". Apparently there was proof of the fact that we had smoked something in the room, but they have failed to present the evidence to me. I also asked for a call back from the manager, but that hasn't happened either. Look, we went to Manassas for the Dave Matthews concert...weekend of a horrible storm, got soaked, didn't get to see the concert. Our stinking wet clothes were in the bathroom all night with no ventilation and we had a pizza out all night. Maybe the room smelled bad the next morning. We did not break any of the hotels rules and nothing was smoked in the room. Isn't that part of running a hotel? I mean, they allow animals in there. You would think they would have a better ventilation system. First and LAST experience at a La Quinta.

June 8, 2018
#6968
When we walked into our room, we found personal belongings of another traveler. We immediately contacted the front desk and we were told to come back downstairs and they would assign us another room. However, the hotel was SOLD OUT and they had NO other rooms available. Absolutely unacceptable. They then proceeded to book us into a nearby hotel of substantially lessor quality without asking us if this solution worked for us, with no concession on rate, but gave us 20% off of a future stay at their location only.

This is what happens when an Assistant, Assistant General Manager, and Regional Manager comes up with, Very Sad Customer Service.

Assistant General Manager Alicia D'Angelo gave me a gift bag with 2 waters 3 candy bars and the room keys to other hotel. After reading:

La Quinta Corporation would become a $650 million annual revenue company, employing approximately 9, 000 people.

Most company's this size is a lot better than 2 waters 3 candy bars and go to other Hotel.

Someone else put their nameand information on my email address... La quinta say it is my responsibility to find that person and ask them to call la quinta to be removed. Therefore even though im trying to book 14 nights... Those nights cannot be at la quinta. That is the most insane policy ever... My email has not been hacked... So only I would get the reset password request.

Night attendant of front desk refused to provide extra towels stating "I'm not the towel guy". This Is Despite my double queen room only having 3 towels for a family of five. He stated we could ask in the morning. This is total opposite of the treatment I received from the morning attendant who was very helpful. He clearly had no desire to help because the towel room is next to the front desk

My name is Robert Fendler and recently, May 30-31, my wife and I stayed at La Quinta Fairfield-Napa Valley Inn for the night. We arrived at the Inn, and received good service from your night clerk.

After he gave us the key to the room, we went straight up to the room. Once we got settled in to the room, we went to get ready for sleep. My wife went into the bathroom and found dirt stained hand towels in the bathroom. At that point I told her to just use the larger ones since we were there for just one night. After getting ourselves cleaned up, we pulled back the sheets to get into bed, but to our surprise and disgust, we found numerous human hairs on the fitted sheet.
I called down to the manager and he said I would have to come down if I wanted new sheets, since he is the only one working. I went down and unfortunately he did not pay attention to the size bed we were in. When I went back to the room, I found out I was given queen sheets and we had a king bed. So I had to go back down to get the correct sized sheets and pillow cases. After stripping our bed and then having to make it, so we could sleep, I asked the night clerk if there would be any compensation for us having to deal with making our own beds and being received by dirty linen and towels. He informed me that I would have to talk with the day manager, Rabia, in the morning.
We got up and had to leave the Inn to head to our destination before 8 am. The night clerk said that Rabia would not be in until 8 am. I let him know I could not wait as we had another appointment. I asked him if he could call her by phone so we could manage this issue before I left the Inn. He said he could not call her so he took my information with name and number and complaint, but I did not hear anything from Rabia.
Today, June 4, as I am healing from surgery I recently had at Stanford, I decided to call Rabia since she had not contacted me since May 31. I am getting the feeling that customer service is not important to these clerks/managers of yours. They are friendly, but not very helpful, or empowered to help your customers. Rabia told me that she can not do anything either, that I must contact you by email if I want my complaint heard.
I have refrained from leaving a review online or anywhere else because, coming from a customer service background myself, I would do anything to make my customers happy and to fix any issues immediately. So, now you know my story and I am wondering how quickly and appropriately this complaint will be handled by you. I am hopping that this will not be another passing off of the complaint.
I feel that this issue is a low level issue that could have been handled that night or next morning and would have enjoyed our stay much more. I have always had good service from La Quinta in the past. Please help me to see through this one recent disaster of a visit.

Sincerely,
Robert Fendler
[protected]

This is the email I sent to the GM, Sam A.
His response is the following:

Hello There,

Sorry for the inconvenience. I did the investigation on this issue and found out that the night auditor didn't tell anything about that incident to my manager and this is why she didn't contact you after your check out. Also, since it's a pre paid reservation I cannot provide you any further discount.

Thanks,

Sam A.

I was not looking for a discount, but more like a compensation for working as an employee to make the beds and go up and down to get the linens. It should not be my job as a customer to do the work of the Inn. I am not looking to get paid as an employee, but how about some consideration or refunding of my stay costs? Anyone care about the treatment of your customers? This was an Inn and Suites location, expecting better service than we received.

I rented a room on Sunday June 3, 2018 at la Quinta inn .. Clinton, SC it was 3:25 when a man just open my door without knocking on door. My wife was half naked on bed. He didn't even apologize. And then he continued to leave door wide open and telling us that we should have put the do not disturb sign on door. Really it was our first night there why would anyone even enter my room like that..I felt invaded of my privacy.i am a truck driver and the reason I got a room was to feel comfortable and that was not the case. I couldn't sleep all night I tossed and turned I even blocked the door with sofa. And I even complained after it happened to front desk but nothing was done not even an apology. Then in the morning as when we checked out I complained again and this time wanted a refund. And they told me that the general manager Mr. Amit Pal would call me when he got into office..he never did. So I called back and called back and finally got a hold of him on Tuesday June 5, 2018. He was rude and said he couldn't give me my refund. I told him he had to and he continued to say no .I told him I would take this to court.he said over 55 dollars go ahead. The point is not the money but I felt violated of my privacy.

My husband and I stayed at this facility from May 22 - 27. It later that night when we returned from an affair with family that they begin demolishing the flooring. On day 2 they begin construction tearing up the ceramic floors literally steps away from our room. It created a mess for us to walk through. On the third day I wanted to go for a swim and sit at the pool. The hallway was destroyed with pieces of the remaining tiles that were dangerous to walk on. As I was relaxing poolside I was disrupted by flying Styrofoam from the trash container. It was flying in the air and landing in the pool with other debris. I myself couldn't stand to look at it while relaxing so I gathered it from the pool and the walk ways and deposed of it in the small trash receptacle. I contend that the huge trash container was too close to the pool at anyway. I am dismayed and feel taken advantage of as a consumer. There were no signs of work or construction displayed. I can be reached for further conversation.
Consumer of Dismay

I booked a room via Expedia for one night. La Quinta and Expedia took money out my account over $400.00 for this one night. Attachment follow. When I booked this room I was assured that all monies was paid via my visa. I checked out and the clerk as me for payment so I was under the impression that Expedia asked your company to collect. I want my money.

Hi, my name is Carrie Macomber. My boyfriend and I stayed at your hotel in NW Portland, Oregon on Friday, June 1st and Saturday, June 2nd. We specifically picked your hotel, even though it was a bit far from downtown Portland because of the indoor pool and hot tub. I'm disabled and have a condition called dystonia, a muscle movement disorder localized in my ankle. I knew we'd do a bit of walking so I was looking forward to swimming and relaxing in the hot tub. We had to check out today to return to Eugene for work, so on the way to the pool, I was told that the pool was closed for maintenance until 11am. Needless to say, I was not a happy camper. Everything else was perfect from the staff to the room. The front desk gentleman did give me a small discount, along with a goodie bag (he did feel very bad). I don't make much money, and it cost me a little under 300 dollars for two nights. Again, I was there for the pool and hot tub! My boyfriend had never been to Portland, and I was trying to make everything perfect. Plus, the Rose festival parade happened last night, and we were stuck for 4 hours trying to get back. As a result, I was tired and sore and that's why I really was needing to swim it out and heat the area of my feet in the hot tub. There's a hotel here in Eugene, so I was wondering if my boyfriend and I could go swimming there on one day or if I could at least get a free night or reimbursed for one day?

Hi mu name is vicky im traveling alone and it was so scary to have to wait multiple times out side my room when I was lock out of my room multiple times because of the door that was broken the first 3 times I couldnt get in my room they send the maintance guy to open it and his master key wouldnt work it was the door that was broken they didnt pffered to change me rooms by the 5th time I got lock out I just left and stayed some where else its so frustruating having to deal with not being able to het in to ypur room late at night and the front dest guy didnt care he just made new copys of the key and said here try that even know I told him that the key wasnt the problem it was the door lock he didnt care and send me back and forth with a bad attitude. Me and my husband travel all the time and we loved laquinta we have stayed with la quinta before for a period of 15 days and multiple of other times in other trips but will not longer be doing so. My phone number is [protected] if you guys decide to call me

My husband and I reserved a suite at the laquinta over the internet at 60 state farm parkway birmingham, al. We came for the sec tournament held in hoover, al. On may 23rd 2018, after a long day at the ballpark, we arrived at the hotel anxious to get into our suite and have room to relax for the night. However, we were completely disappointed once we got into the room. Upon entering, we noticed that the door frame was separated from the wall and the door locking mechanism area looked pryed into as you can see in the photos attached. We did not feel safe at all. I had to sign a paper saying we would not smoke which neither of us do as to why we booked a non smoking room to begin with, however the room smelled so much like smoke it was awful! The bed sheets had stains on them which I also have a photo of. It was too late to go try to find another room in the area, so we decided to just gut it out. Imagine if this wasn't enough, at 5:30am we were woken up by a wake up call we did not ask for. I feel I paid a quality price to receive a non quality room.