La Quinta Inns & Suites
Reviews and Complaints

Hello My name is Tara Collins. Our Lacrosse team blocked some rooms in your Garden City, NY hotel for the weekend of June 15 and 16. When I called to reserve a room on Tuesday the woman who answered the phone told me that I needed to speak to a man named Peterson because he was supposedly in charge of blocked rooms. I got his voicemail and left a message. I didn't hear back and I had heard from my friend that there were not many rooms left so we went online and wound up having to take a king room because there were no double beds left. The room was $188.00 a night, totaling $419.95 for the weekend and my son didn't even have a guaranteed cot to sleep on. My friends who booked the same night had no problem booking with the person who answered the phone, got double bed rooms and for a cheaper rate I am assuming because of the blocked room rate. I called again on Wednesday and again they transferred me to Petersons voicemail and it is now Saturday and I have yet to hear back from him. My husband is a Diamond member at the Hilton where we could have easily stayed for free but I wanted my son to be able to stay where his friendship were so I convinced my husband to look at La Quinta. I would still like to keep my reservation but would like to see if I could get a reduced rate like my friends did. Obviously Peterson is not going to be calling me back which is why I needed to write this email. My reservation number is [protected]. Please let me know I found you are able to help me out. Thank you.

I checked in to LaQuinta in Memphis, Tn (Primacy Parkway) on Friday March 30, 2018 and checked out on Sunday 04/01/2018. The morning of my checkout I woke up at approximately 7:00 am, when I got up I realized that my room door was opened. I immediately called the front desk and the young lady did not seem to take me seriously. As I was preparing to leave, I noticed that my purse was missing. At this point I became totally freaked out that I had been robbed and even worse, someone was in my room while I was sleeping. I called the front desk again, very upset. The young lady (Leah) called the police and I filed a report. The clerk assured me that a manager would call once she got in that evening to give me details on running the camera but no one ever did. She also said that camera were not in the hallways. After I left to go back home, the clerk called to tell me they found my purse in a trash can. After getting home I called and spoked to Mills about a refund. He did not help me and he also told me that no manager was there and assured me that Paula Wilson would call me the next day. No one called, No one there were willing to refund me. I spoked with the representative from hotels.com who was very nice, she also told me that the hotel would not talk to her about refunding my money. This was the absolute worst stay ever. I felt that the staff did not take this incident seriously.

My son that is 16 years old rented a room from the laquinta in weatherford tx last night 4/3/18. I am wanting to know the policies you all have in place for renting rooms and what age someone has to be to rent a room. I am very upset about this. His stepdad went and got him and he was in the room for a whole maybe 15 minutes and the person would not give him his money back. My point is is that he is a minor and should have never been able to rent a room in the first place. Thank you very much his mother. Tonya morgan

On march 27, 2018 la quinta on cherry creek and colorado blvd; I was on my way out of room 126 when I seen two of the employees in their car smoking crystal. I know this because, they failed to even look around to check if anybody was looking at them. You know not once have I seen this non - sense... This is so ridiculous, I hope you guys get the management together because, I really don't think that's right for the other ladies that work they're busting their butts

Wednesday, March 14th 2018 I checked into Room 311, LaQuinta Inn Broken Arrow. Around 1:15 am I was awakened by severe itching on my left neck area and left hand. The scratching was for more than 20 minutes.
I left the hotel at 8:50 am for work on Thursday, March 15th. Around 11:30 am I undressed my gloved hands to see flesh and blood from the open wounds I incurred overnight scratching. I call ALE Solutions the company who booked the room for me and shared with Andrew Roskamp of the incident and that I surely would not be returning for the second night. Mr. Roskamp stated he would call and cancel the room. On Saturday afternoon, I called the hotel and spoke with Tammy asking for the General Manager and briefed with her of my dilemma. I emphasized the urgency of the matter and Tammy shared the General Managers name with me stating also that she would relay the message to her. I went to Urgent Care, St Francis and was diagnosed with Scabies. I called on Monday the 19th at 1:49 pm and poke with Dinah Munoz, who listened and said that she would get with her manager and get back to me. On Tuesday, March 20th at 5:15 pm I went to the hotel and was told by Shawn, Front Desk Agent that Dinah had just left.
Shawn stated he was in the back as long as he was while I waited in the lobby leaving Dinah Munoz a text and phone call, however, she had not respond. I left my name and number again. I called on Wed., 3/ 21/18 at 4:04pm, Shawn answered and said he was just dialing to call me and tell me that Ms. Munoz was off today, but the she left as message with him for me. The message was that the exterminator's would come in and check the room and she would get back to me.

My concerns. Follow up and less avoidance as this is urgent for me with a high degree of pain, discomfort and itching. No contact from the General Manager to the point of some level of empathy and concern. Doctor bill compensation at Urgent Care St Francis.

If I were the GM, I would call the former guest and state an apology, assuring the guest that all procedures would be taken into consideration to rectify the situation. I don't' think I would allow as many days to go by and toss such a matter off to the wind as if it was of no concern or significance. It could happen to anyone, and should be handled with empathy, not such abrupt flippancy as so far, Mr. Munoz has led me to feel.

I have several pictures on the cell phone to submitt, however, not uploaded for email as of yet. We will re-submit from the cell phone to send photos.

Respectfully,
Roxie Lilley [protected] - [protected]@gmail.com
Broken Arrow, OK

I stayed at the hotel for two days and my service was horrible the rooms where dirty when I told the front desk Candice joked said she would notify house keeping my baby and I had breakfast and got in the swimming pool stil no housekeeping.the room room was dirty to the point the tub had so much hair and dirt I could not bath my baby. I went and ask Candice at the front desk and she stated she can change rooms for me and I really didn't want to change rooms cause I know I was going to forget something in my room but housekeeping never came so my son and I had to change room.at the time of changing rooms after 10 am housekeeping finally was on the floor cleaning rooms after I changed rooms I realized I forgot my watch in the room I called front desk and she said she'll go look.called front desk she stated she didn't see my watch and that I can come get the key and check myself.housekeeping half cleaned the room and my watch was not there she stated I had to file a police report and she couldn't do anything about me not being satisfy about my stay .i paid 224.00 for two nights and was not happy at all and the staff stated there was no manger on duty and they couldn't do any about it.i feel that it was wrong on all levels I also have so pictures of how nasty the toilets was old food on the floor my baby was eating cookies and we did not have cookies.

Myself in coworker came into the room turn down the heat unit and it caught fire we turn the AC and heating unit off and notified the clerk at the front desk that the unit is direct wired into the wall and cannot be unplugged which is a severe life-threatening hazard because the unit keeps turning on by itself I requested to be placed in another room but all rooms were full I requested if La Quinta would accommodate us with a neighboring Hotel due to this fire hazard the smoke detector did not turn on and we have no source of heat and the temperature is around 50 to 54 degrees we are subject the elements due to no heat also the clerk refuse to accommodate us with any source of other heat and or rooms which as mentioned above is a severe life-threatening issue due to the hazards of the AC heat unit still cycling in catching a fire respectfully you may contact me at [protected] or [protected]@gmail.com regarding this matter

I'm a Veteran and my dog, which has also served as my Emotional Support Animal for the last 5 1/2 years died due to a direct result of negligence of an employee at the La Quinta Inn & Suites Dallas Love Field location. My dog opened the door to the hotel room while I was not in and the front desk clerk saw her walk out. The employee did not try and stop her or even get help from another employee to make sure one of the guests' pet did not exit the hotel. It is against La Quinta's pet policy to have a pet outside of the hotel room not on a leash, but despite her not having a leash on the front desk employee said he "just assumed her owner was close by." You're not supposed to be in the business of assuming when it is your job to ensure that your guests follow all policies. The moment she was seen he should have questioned the guests around her (If there even were guests around the time she walked out because that was never confirmed by the employee) to see if they were her owner. So, the moment he would've realized a guests' dog was loose on the property he could have gotten her himself, called another employee for help if he was scared, called a manager on what to do, hell call animal services for all I care because then at least my dog wouldn't be dead right now! The employee also made a comment that my dog had been in the parking lot the whole time (from around midnight when he saw her walk out to about 2:30AM when I arrived back, but was still sitting in the car, but my friend went to the room and saw she wasn't there and then walked out the door, saw her in the parking lot, screamed her name which scared her and she ran away scared). So, for about 2-2 1/2 hours the employee knew my dog was outside and did absolutely nothing. He called nobody. He literally did nothing knowing one of the guests in the hotel had brought their dog and that dog, knowingly by him, had been outside for hours. This was late night Dec. 30th/early morning Dec. 31st when the employee saw her and Dec 31st when she was last seen. She was found on January 10th and was not alive as she had been hit by a car. The manager, Sean, was able to confirm that she had been in the parking lot the entire time and for a while was back in front of the hotel, but as mentioned before, the employee did nothing and I want something done.

I had reservation here for four days. Two days befor arriving I called to make sure my request for a refrigerator and microwave use honored. The guy told me that he see where I requested it and if it's not in my room let them know and it would be brought in. Get ther check in asked about my fridge. The lady tells me that the room don't come with it. I told her what I was told above. She ask me what time I called I told her at night around 8 are nine. She told me that's why. I said it doesn't matter what time I call I need a fridge to keep my medicine in.
We finish my check in and she called maintenance to put one in my room. As I arrive to the room the guys was there finishing wiping the fridge out told me to give it time to cool. He ran across the breeze way I pulled the covers back seen a wet stain called him back to the room showed him the stain and roaches crawling on bed and head board. I told my daugther to take pictures. He knocked the roach off the bed with the towel he just wiped my fridge out with. I took my picture to the front desk showed it to Marie and told he the guy knocked the roach off the bed. I told her I can't stay there with roaches crawling over my head but roaches period. I'm not paying a cancellation fee I need all my money back on my card. She told me it would take 7 to 10 business days for it to be back on my card. It haven't happened yet. This was the La Quinta Inn San Antionio Sea World Ingram park . 7134 N W Loop 410. I did call corporate office gave my complaint which the rep Carmen sound like she didn't give a care in the world. Just bad service all around!

The reason I am complaining is because of August 04 2017 I was hired at the la quinta in viera for a job with a couple more young ladies By a manager name James. And I was working there no longer than 2 days before I was fired by a different manager who didn't hired me, Trevor Dailey... From the time I met this manager he gave me a dirty look like I wasn't welcome to work at this hotel I was at, had me thinking for a moment was it because of the color of my skin tone was he racist and the reason I was really fired by defending an black person of how he treat blacks like their his slaves, and he talks about his employees in public for guests to hear his conversations with other employees. I really believe this company really need to send a better person down to Florida to manage that hotel, because I'm pretty sure the guest even complains about him and their rooms.

On New Year's Eve my family and I wanted to have a night out of the house just swimming and playing. We were approached several times in the pool by a couple telling us that it was a swinger gathering at the building that night, the male of the group, several staring like pigs really, kept asking me to go to their room right in front of my kids and husband. My husband told him to back off several times and he kept trying, when we were walking away three other couples in the pool room started laughing at us, our kids are 7, 8, 10 they were grossed out about the pool and thought they were creepy for trying to be nasty with me. The kids wanted to stay in the room the rest of the night so they didn't harass me anymore, they didn't even want to go get breakfast in the morning because of the situation. I think things like this need to be advertised for regular guest don't throw away money, my family thanks you for the best New Years ever. By the way customer service is very rude also.

Mr. Cline,
I am writing to you as I cannot get any satisfaction or response from the General Manager at your La Quinta Inn & Suites in Collinsville- St Louis, 6 Gateway Drive, Collinsville, IL 62234 - Angela is the General Manager.

My husband and I always stay at your La Quinta hotels when we are travelling from Canada to Arizona and again on our return journey to Canada.

On this occasion we arrived in Collinsville on November 29th, we had a problem with the fridge not working and the house manager came and replaced the fridge for us, everyone was very friendly and our room was lovely (as usual). When we were leaving the next morning (30th) my husband was packing the car and I was seeing to lour little dog and packing his bedding up etc and totally forgot to collect my overnight cosmetic/toilet bag from the bathroom (it was on the top shelf where the towels were situated). When we arrived at our next destination in Tulsa I realised my toiletry bag was not among our belongings.

We called the hotel in Collinsville to advise of our problem, we were advised by the receptionist that they could not check lost and found at that time and to call back l the next day. We called back and were told that no bag had been handed in to the lost property. But we were told that the General Manager would be notified and a further check would be made and the General Manager would call us back one way or another. Needless to say we never received any call back. I did not call back as I was giving them ample time to check with all cleaning staff etc for the bag.

We arrived in Mesa on Saturday December 2nd but as we had no phone or computer hook up until yesterday (December 4th) I could not contact the hotel.

I contacted La Quinta yesterday (December 4th) immediately after getting our phone service and spoke to someone on reception (male) I re-iterated the situation to him, he advised he would check the lost and found and get back to me momentarily. After 45minutes I called him back and he advised he was waiting for the house manager to get back and then he would search for my bag (no mention of the reason for not returning my call sooner). I also made mention of the General Manager and asked that she call me as soon as possible (you guessed it, no call back).

Today I called the hotel again, I had to explain my story again, get the same response "I will check the lost and found" he put me on hold for about 5 minutes and upon his return he advised that there was no toilet bag, and unfortunately Angela the General Manager was not in as yet but he would leave a sticky note on her door and she would call me upon her return. He further advised that the General Manager was aware of the situation - but still she did not bother to call me.

About 1hr and 30mins later I called back to the hotel only to be told that Angela had left the hotel about an hour ago. He said that maybe his colleague had not put a sticky note on the General Managers door, so obviously my bag was of no concern to him either.

I relayed my story again and received a nice apology from the male receptionist but at this point I was in a rather heated state, I advised that the General Manager was supposed to contact me but so far had dodged my calls. I advised the receptionist that I was very upset, I knew exactly where my bag was mislaid and the only person to enter the room (as far as I knew) was the cleaner. He advised that the cleaning staff handed in all the found goods and they went into the lost and found room - but alas there was no bag with toiletries in said room).

My bag contained all my personal stuff needed for my journey including expensive creams, my hairbrush (I have had for 30 years) my Opium body lotion (which cost about $85 a bottle) and many more things, including my jewelry (although I cannot swear to that as I cannot could quite easily have forgotten to pack the bag I prepared that contained my jewelry) I can only verify that fact upon my return to Canada in April.

I did advise the male receptionist that I was going to send an e-mail to you and also if I did not hear from the General Manager tomorrow that I was going to post on social media about the treatment I had received from La Quinta, Collinsville. I also told him to advise the General Manager of this and I informed him that he did not have to apologise to me on her behalf as it was not his doing.

I realise you cannot retrieve my belongings but I do not understand how a large bag can suddenly disappear and nobody wants to investigate it. But I think there should be some action taken regarding the callous way the General Manager has handled (or not handled) the situation.

I remain,
Yours Faithfully
Frances Maika

Made reservations appx 3-4 wks prior to my stay. Requested bottom floor as I am disabled, and requested room close to the pool. Upon my arrival for check-in, I was assigned to 2nd floor, rm 220, I explained that was NOT what I has requested, that I was disabled and also have claustrophobia and therefore could NOT get on the elevator! The guy that checked me in, informed me that was the room that was reserved for me! Upon our arrival to rm 220, after climbing the stairs in great pain and difficulty, we arrived in the room, the heater was stuck on and temp was appx 90 degrees. Housekeeper across the hall came n tried, informed me they would have to move me to diff room. I informed her of my complaints and followed her back down the stairs! She returned to me with cards for a new room! Rm 215. I again questioned her, she had no response! I approached the guy at the desk again, he refused to even check. I again climbed the stairs to the 2nd floor, n upon arrival in the room had to use the bathroom. When I walked into the bathroom, I noticed toilet seat was up and brown spots were on it! I got a sanitary wipe n cleaned them off, it was fecal material! Also noticed dirt around edges of the floor! Was a dirty, nasty room and a terrible experience! This was your facility in Lawton ok. On Dec 02, 2017. I was definitely NOT satisfied! I even confronted the housekeeper about the fecal material she had missed and she said, "sorry about that"! Really! I bought supplies and cleaned the room myself as I had a child with me. Her name was "Dawn"!

We decided to select a La Quinta property while in NYC after having stayed at La Quintas in the past within the state of Florida where we currently reside. Unfortunately, the outcome was not what we anticipated. The mold in the bathroom ceiling and curtain was the real shocker, along with the lines across the TV screen (no clarity) the non-flushing toilet and the non-draining tub post showers.

Attached are the pictures for your review.

Case#[protected]
Raynard Herbert

Date of incident: 11/22/17
Client number: P60190158
Description of incident:
I called the La Quinta Inn in Mesquite Texas at approx 1500 pm on 11/22/17 to cancel my hotel reservation as my guests from Florida had cancelled their travel plans for thanksgiving and I had enough room in the home. The most horrible rudest person took my call, identified herself as Mejorie Gen Manager and kept cutting my sentences, would not allow me to cancel and stated she will charge my credit card as I needed to cancel 24 hours before the day of check-in. I informed her that I had my printed a copy of the hotel's cancellation policy: CXL by 6 pm local hotel time. She would not believe me and insisted on charging my credit card. This upset me, and I asked if she really wanted me to physically present her with the written proof. Just for spite, she told me to come down to the hotel and show her my paper proof. This upset me more that I had to physically drive to the hotel to cancel a reservation. I showed up at the hotel and Mejorie started arguing and yelling at me, would not let me speak a sentence, kept cutting me off with her really LOUD voice, told me she I was rude, threatened to call the police on me, to get off HER hotel as this was HER HOTEL! I told her I was still officially a registered guest since she has not cancelled my reservation yet. She was very very UNPROFESSIONAL, UNETHICAL, HAS SUB PAR GUEST RELATIONS. A screaming, yelling, argumentative hotel employee, ever did she once try to calm down. I would have understood if it was a regular overworked clerk, but a GM? She even touted that she was very good at her job, that she'd been GM for 6 years, and that she went to school for it. I could only shake my head and say, "Whaat?!" I have her rantings caught on my cellphone video. This woman made my blood pressure rise, she really upset me! I waited for the police to show up, and when they did, they only talked to me for 1-2 minutes and left, as I never caused a raucous nor disturbance as this so-called GM had accused me of. I had asked to speak to her superior, Tony Patel, but was informed that he was not available.

On Saturday 11/18/2017 I was arriving from a very long road trip for my employer. I have never been treated so horribly and have never had an issue at any other place I have stayed in the past. I had our company credit card, (amex)with Company name on it but since underneath company name was the owners name she wouldn't accept it!. I offered paycheck stubs and for her to talk to owner but she wouldn't do anything unless owner emailed and sent a picture with her name on it. Keep in mind that it's after 10pm!So I book third party through booking .com put in card info, book room and get confirmation and when I returned to front desk she still denied me service! I travel for work often and regret to say I will never spend money here again! LYDIA was rude and unwelcoming and frankly made me feel as if the card was stolen. I am offended and will be telling all co-workers and social media peers of my horrendous experience. She should be ashamed. I walked next door and had no problems. You lost a very profitable customer and business. She is an ugly person.

We stayed at La Quinta Inn & Suites at Zion Park/Springdale on Oct 20- Oct 23 2017. Our trip was completely ruined during our stay at La Quinta Inn. We came from Nevada and drove all day and finally checked in around 10 pm. Expecting to finally get some rest, we quickly settled in and fell asleep. Around 1 am in the morning, there was a group of people who arrived into their room above us. The situation quickly became a nightmare as we endure every bit of noise that they had made. The noise made was from stomping, turning on the facet, and taking a shower. We could hear every footsteps and movement from upstairs (again, we could hear them turning on their facet). We could even hear people running up and down the stairs outside. It was a nightmare! The wall in this hotel is way too thin. We called the front desk and the lady working the night of Oct 20 told us that she would call the people upstairs. The noise continued and we called the front desk once again. She told us that they did not pick up and that she would try again. We were shock that she tried to call them only once and seize all effort after that. The noise continued and we endured the pain 2 hours longer until one of us finally had to go outside into the cold and knock on the door of our neighbor upstairs. The noise did not stop as they were not doing it on purpose. They were simply just walking normally but the structure and quality of the hotel made it easy to hear everything they were doing. The noise did not stop until around 5am. The next morning, we called the manager as soon as we could. She quickly dismissed our experience and all she did was move us upstairs. We could not even enjoy our day at Zion because we were so tired. The lack of sleep almost made me cry from the built-up anxiety after constantly being woken up. On another note, the room was very clean, however the breakfast was lacking. When we were dining, we did not have any sausages or eggs. The tray was completely empty and still was after we finished our breakfast. We had no choice as we have our pets with us and there were no other pet friendly hotels with availability. I do not recommend this hotel to anyone unless you are prepared to have sleepless nights and employees who don't care about the comfort of their guests. No employee seems to care at all. I will never stay in this hotel again and recommend everyone to stay far away. We paid around $299 a night and felt completely robbed. I believe a motel could provide better service than La Quinta Inn & Suites.

Your Jackson TN location is need of a change first the general manager has no respect for his employees I heard him talking disrespectful and cussing at one the housekeepers. No one in management should talk their employee or employees as he does. I reported bed bugs where in my room and the front desk clerk (Blake) acted as if I was lying. I asked to show the red bit marks but he didn't want to see them. He said he would tell his boss. From what I've seen that place is very ran down needs alot of work. The place smells like a zoo. There are dogs everywhere. No pacific for dogs just all over. Smh I asked for towels and was told they were washing and soon as they're done they'll had a housekeeper bring them to me. Well as you know I was never given any. I will not stay and any other of this company hotels and will be very sure to pass the word.

We stayed at La Quinta in Gallup New Mexico and what an awesome room, professional staff, can't brag enough so we went from there expecting the same in Stockton Ca. And woah it was a stinking room, nothing compared to NM the carpet.needed stretching and Cleaned. Not comfortable at all. Next time we will not make a reservation until we actually see what we are getting. They charged the same price as NM.

Me and my family stayed at la Quinta Inn and suites in Viera/ Melbourne Florida was very dissatisfied with our stay... The way how this General manager treat his guests is very unpleasant and the way he stand around talking to his employees are unprofessional at all and he stand around with other employers at the front desk talking about his maids like their slaves or trash to him... I really believe you guys should send someone else to run this hotel because this hotel manager is not fit for this job... And i also want to complaint about when i left the hotel and wasn't no longer staying there, the hotel was still drawing money off my credit card for a room that i was no longer staying in anymore and refuse to reimburse my money...