La Quinta Inns & Suites

On 7/7/19 my family checked into the La Quinta by Wyndham in Richmond, VA. The room was filthy (dead bugs, smell, smears on the headboard and walls). I called the front desk and was told ahe cluld give me lysol wipes. When I went down to the desk I said it was ridiculous that I'm on a vacation and am expected to clean a room I'm paying for. She offered to move us to another room. This room hadn't bee touched at all since the previous guest stayed. The bed was unmade, dirty sheets and blankets, trash everywhere. I went back to the desk and told her, to which she says I hate to keep bouncing you from room to room so i checked you out, you won't be charged... to which I asked where is my family supposed to stay tonight?!? We were on our way to the beach and this was a stop on the way to sleep. The girl at the desk calls over to another hotel chain and told me they have rooms that are much nicer and clean so we could check in there. Wow, how ridiculous... basically saying if you want a clean room don't stay here. This other hotel was right across the street so we walked across the street in pouring rain to check in somewhere else. Thank goodness it was clean and the service there was great (not a Wyndham property). So after getting settled i called Wyndham customer service the representative apologized and asked me to email them with the pictures I took and someone would follow up. I did and got no response. I had to email them again, when I finally got a response I was told that they can't do anything and that I need to contact the property directly... uh I dealt with them directly on Sunday when this nightmare happened. So again, I called customer service in reference to the email telling them I want them to handle the issue, I don't feel that I should have to call the property. I called and emailed customer service... it is their job to "serve the customer"... The rep there told me that that particular property was a privately owned franchise so they can't do anything. I guess they don't care at all about the Wyndham name being on that sign for the hotel... I would think they would want to address this. I then sent a message to through chat to customer service on the La Quinta by Wyndham facebook page. It took hours for a response and 2 days before anyone acted like they were even concerned in any way shape or form about the issues I had experienced. I was offered 9, 000 reward pts as a good faith gesture. I don't have the rewards program so I explained I did not know how that worked (I usually book through hotels.com) I was given yet another phone number to call to set up my membership login. I called and that rep told me he can't apply the points and couldn't tell me what the points even qualify me for. He said I need to send a message back to that rep about the points. But, as I haven't gotten a response in almost 36 hours from the rep I asked to be transferred to customer service instead. Then girl I was transferred to wanted to know why I was calling,
explained the entire situation to her and her response was "but you got a refund right?"... Yes I did. I just find it funny that no one at the company cares at all about the quality of their properties or their services! She then transferred me to a supervisor who explained the rewards points would be a me a free night at a tier 1 location or 30% off up to 3 nights at a tier 2 (like another La Quinta). I could barely contain my excitement. I told him I'm not really worried about a free night, what I'm worried about is the lack of care or concern about customer experience. I asked him if he had children would he be ok with them sleeping in a hotel like I described or would he be upset? His response was "If I had children I would have left and not even worried about getting my room cancelled." Well I am sorry Wyndham, but I was worried about getting my money back. I don't know what customer support representatives get paid there, but I know that when I plan a family vacation I spend months saving/planning and did not anticipate having to find another hotel room to pay for that evening, so I needed my money refunded. That was completely unprofessional of that representative, but really every single interaction that I have had with this company has been unprofessional. Also, they have still yet to put any "rewards" points on my account for me to use, in the very unlikely situation I would like to give this hotel chain another chance... I have never dealt with worse customer service and I have never had such a terrible experience at a hotel.