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On Saturday, November 2, 2024, I stayed at La Quinta Inn & Suites at 22790 Hwy 59 North, Kingwood, Texas. I checked in at about 10:46 PM and had to check out around 2 a.m. I was only there for a few hours; unfortunately, it was not a pleasant experience. Upon entering the room, I was immediately struck by a strong scent that permeated the air. It was pretty overwhelming and made it difficult to relax or feel comfortable.
I tried to give the room a chance, hoping the scent might dissipate, but it remained persistent. After a short time, I realized I couldn't stay there any longer as the smell gave me a massive headache, so I called the front office. Brian agreed to move me, but he wanted to check the room out before allowing me to move, to which I agreed. A few minutes later, Brian said he believed the room was okay. He could not tell me if the scent was the same as in my room. I was tired and didn't want to move, only to find out the new room was the same as my current room, so I decided to check out. It was disappointing because the hotel had promising amenities and an appealing exterior, but the odor significantly impacted my stay.
When I requested a full refund due to the deodorizing scent, I was disappointed that my request was denied. Omar Damian, the regional manager, refused because he said I was there for 4 to 5 hours and the room I stayed in was a "customer favorite," then he hung up on me.
Customer service should prioritize guest satisfaction, especially when issues arise that severely affect the quality of the stay.
My stay was from 10:46 p.m. (check-in time) to 2 a.m., only three miserable hours.
Recommendation: Stay Away.
Hello, my name is Esmeralda Noyola. I needed to stay in a room on Saturday, November 2, 2024. I chose La Quinta Inn because it is very close to my home. I booked a room online while standing at the front desk at about 10:46 pm. I chose a downstairs room: room 135. As I walked into the room, I immediately smelled a lovely fragrance. I quickly went to bed, but the fragrance never left. I got up to see where this fragrance was coming from, but I could not figure it out. I tried to go back to bed. I woke up again, and that's when I noticed a white air filter. Thinking that's where the smell was coming from, I tried to turn it off, but being half asleep with a massive headache from the fragrance scent, I could not find the off button. So I unplugged it. But the smell did not go away. The scent is like a fabric softener, as if your face is in it. That's how strong it is.
I did request another room. However, Brian couldn't tell me if there was a scent, so I opted to leave. I did request a refund. Since I booked online Brian said I would have to go through that company. I spoke to Omar Damian, who said he is the regional manager. He refused to refund me. He said that room is a favorite.
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It’s frustrating to deal with an unpleasant smell in your hotel room, especially when it affects your stay. Follow up with La Quinta's customer service to formally document your experience and request a review of your refund denial. Your feedback may prompt improvements in their room conditions and customer service.