La Quinta Inns & Suites

On August 30, 2019 at 12:30 p m my husband and I checked into the LaQuinta Hotel on Pratt Rd.in Plainfield Ct. to prepare for our daughters wedding on the 31st. We had lots of boxes and items needed for the wedding including guest welcome bags to be handed out by front desk staff which included the itinerary for the stay at the hotel for the celebration including important information regarding times for buses after party on Saturday night after wedding reception, breakfast etc. All of this was discussed numerous times prior to and that day when we arrived with general manager Jessica Cole with whom I spoke to many times during the months preparing for the event and the person at front desk when we arrived. I impressed upon her the importance of each room guest getting a bag and mentioning the welcome itinerary. I was told no worries its all covered. I checked in for my room which was ready and paid for my family and father in law's rooms who would be arriving before or after the rehearsal which was at 2:00 at Wrights Mill Farm in Canterbury, Ct. Then when they arrived all they needed to do was get there room and keys. There were some computer issues with the check ins and paperwork had to be done twice on a few of them but no big deal. When bridal party arrived which was around 3:00 it was chaotic. A few guests checked in on Friday evening and were not given welcome bags, one guest had no towels in their room. We were told it was a full house that weekend and it was quite obvious the hotel staff was not prepared. We the wedding party spent much of the morning and early afternoon til 2:00 getting ready, I myself asked for the cleaning person to come back after we left at 2:15 when we all removed the DND tags from our doors none of these rooms were cleaned ever that day at least 10. At the reception we heard from every guest who wanted to check in at 3:00 when rooms were supposed to be ready that it was mass confusion, chaos, rooms not ready, some told they didn't have a room booked etc etc. All this had people late for bus, some missed bus, others late for wedding because needed to get ready and rooms not ready. Several welcome bags not given out, absolutely NOT enough help at desk for a full house as it was described to us. That alone is poor planning. It was not a pleasant experience. As some of the guests from another wedding the night before were leaving they said to a few of my guests "don't leave any valuables the cleaning people steal. What is that and imagine how unnerving that is. Some went back to their rooms and took the valuables as there is no safe in rooms. Later that evening when we arrived back at the hotel for the after party at 11:30p m from the bus and others that had to drive food had been delivered to the breakfast social area where we were going to continue the celebration. Guests filtered in and some went back to their rooms to change, my son went to our room with a few guests to bring down the snacks and drinks paper goods etc we had for the party as we a hadn't gotten back yet. That's when we realized the rooms were never touched and dirty towels left in bathrooms. That is also when one of the groomsmen found out that all of his belongings had been removed from his room which he had booked for that night. He went downstairs to the front desk to find out what happened and was told by the woman at desk that he wasn't booked for that night and it was booked for another person, he had already been in that room from Friday night as I had the itinerary emailed to me from the hotel weeks before so I knew who was staying for the welcome bags etc. My husband and I arrived about 30 minutes after all this ensued and were asked to come over to the front desk to assist in the situation. This back and forth went on for over an hour when we said we wanted a manager and one was contacted to come in, the front end person and some other staff insisted the room was booked to another person but had no idea where our grooms mans' belongings were, that she looked and didn't find them, I got involved, she was insistent, nervous, and kept changing her story, Things began to escalate and we were advised to call the police when the front end person left the desk area and came back with the guests garment bag. We asked where she got it and she first said it was behind the dumpster then changed her story when the manager arrived to it was in the storage room behind a cart where trash was. She also asked us not to call the police because she had an unregistered car and didn't want to get arrested. She also asked my son not to ring the bell that was at the desk when she came from the back because she was schizophrenic. Yes that's what she said. At that point the grooms man was relieved to have his bag however his toiletries, medical marijuana and a 6 pack of beer which was part of a gift from the groom were all missing. No explanation given just that they didn't find those things. The manager that was called in finally arrived and was anything but helpful. I had requested that they contact the general manager Jessica Cole who I dealt with but she never called back. I completely missed the after party that I and my husband were hosting and when I insisted that the grooms man was booked in for the night of the 31st no matter what her computer showed and said I have the print out from the hotel, was asked to please get my paperwork to prove it which I did and then he was issued the room and told he wouldn't be charged for the two nights. A few guests including myself asked for one free night because of the disaster we had to endure between uncleaned rooms no towels chaos and on and on, two did receive compensation I did not and expected compensation for all the rooms I personally paid for and was told I would not be compensated. I didn't threaten, I made myself clear that I was not happy and would take it up with corporate. I asked for the hotel to come get all the dirty towels and give us clean one which the manager responded they only had three towels left and I said that's because there are 17 rooms with dirty towels. I asked if they could take dirty towels from hall if we left them out and please return clean ones in the morning which I had to call down for as did others.in the morning when we checked out the manager who came in at night was on duty but avoided me when I checked out and when I asked girl behind desk for the number for corporate so I could file a complaint the manager again avoided speaking to me and said we can't give out that info and handed me the card for the general manager Jessica Cole who never got back in touch with the hotel. So at this point I am asking for compensation for the 6 rooms I booked in my name and paid for Jean or Robert Bengivengo, Marisa Laros two rooms, Kristin Bengivengo, Bobby BengivengoJulio Bengivengo. I have all the info on my invoices if need be and have to say NEVER in all the years that I have stayed in hotels and I'm a 65 year old business owner myself have I dealt with such unprofessional behavior. This hotel has a staff and management that is untrained and disrespectful and can not handle a full house or large groups of guests. After reading others reviews I wish I had researched this information before choosing La Quinta It was a disaster and needs to be made right.
My email information is [protected]@aol.com my number is [protected] which is my business number. I am also available to speak with someone if need be, I have my receipts at home if needed.
On a final note when my sister checked out she was told I just about had enough of your group and their rudeness. speechless.