Business Profile

Hotels

La Quinta Inns and Suites

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Complaints

Name: La Quinta Inns and Suites
Address: 11805 Research Pkwy., Orlando, FL, 32826, USA
Telephone: (407) 240-5000

This profile includes complaints for La Quinta Inns and Suites's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

28 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/31/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Wyndham Customer Care,I am writing to report ***-related discrimination at multiple La Quinta locations during my recent travels, specifically in *****, **, and potentially also ************, ** and **************, ***** these properties, I was questioned about or discouraged from having my service dog, *****, who is a ******************* Dog (PSD) in training and also an *** with documentation. At one point I was told that only registered service animals are allowed a statement that is inaccurate and unlawful under the Americans with Disabilities Act ****** which does not require service animals to be registered.I provided clear information about Sammys training and purpose, yet the responses I received made me feel unwelcome and discriminated against based on my disability.Please investigate these locations for *** compliance and ensure all staff are properly trained regarding service animal rights.Sincerely,*** *******
Customer Answer
Date: 07/31/2025
This can be closed thank you
Customer Answer
Date: 07/31/2025
This can be closed thank you
Business Response
Date: 08/01/2025

BBB Case #: 23680429
Hotel Site #: 53890
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by *** ******* at the La Quinta property in *****, UT.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before August 3, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 08/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *******
Initial Complaint
Date:06/12/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Horrifying Experience Unsanitary Conditions and ********************* We checked in at 3 PM and went sightseeing, returning to the hotel around 9 PM. Upon pulling back the bedding, we discovered the comforter and sheets were stained. To make matters worse, the mattress pad had what appeared to be bodily fluids and blood on it. We lifted the pad only to find the mattress itself covered in indescribable filth. I took photos and immediately went to the front desk.While the clerk offered another room, the state of the bed we had just seen made it impossible to trust the cleanliness or safety of any other room in the property. I refused to risk it.Despite not staying the night and only being in the room briefly, the clerk insisted on charging us for "one day" because we had "used" the room even though the only thing we did was uncover an appalling health hazard.I contacted customer service and was shocked by their dismissive response: they stated they had "spoken to the property." What about speaking to me the guest who was actually affected?This experience was unacceptable, both in terms of hygiene and how the situation was handled. I will never stay at this property again and strongly advise others to reconsider.
Business Response
Date: 06/12/2025
BBB Case #: 23458964
Hotel Site #: 53043
Customer Care Case #: ********
Hello ******** *******,
Thank you for contacting ************** & Resorts, ************** We are terribly sorry to hear of your experience and greatly appreciate you sharing the experience with us and being a partner in our success.
We take these matters very seriously and your concern has been forwarded for immediate review to our Field Operations staff, for follow up with the property.
As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night{s} or five highly discounted nights at any Wyndham Rewards Tier 2 hotel worldwide.
Again, we thank you for bringing this issue to our attention.
If you have yet to enroll in ******* Rewards, you can do so here:

***************************************************************************

Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

*******
Liaison, ********************************** & Resorts
Initial Complaint
Date:06/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After checking out I was sent a receipt that showed I was charged for smoking in the room. I do not smoke and when I called the hotel to dispute the charge I asked for proof of smoking in the room odor, etc. They said a sensor went off. This seems to be an issue with in-room sensors falsely going off and people being charged. I also asked for a sensor report and they do not have one. They are falsely charging me of smoking in a room when I don't smoke and have no tangible proof to back up their claim. Based on what I have seen through online reviews this happens a lot. Even the front desk person said they get a lot of calls and disputes from angry customers. I have also filed a complaint with the parent company.
Business Response
Date: 06/02/2025

BBB Case #: 23404700
Hotel Site #: 53111
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by ****** ****** at the La Quinta property in **********, ***

Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.

After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. Once again, we apologize for any inconvenience this may have caused.
Our apologies, Wyndham cannot step into a smoking charge from a property.
If your offices require more information on this matter, please contact me directly at ********************************.

*******
Liaison, Customer Care
**********************************
Office: ************
Initial Complaint
Date:05/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date - 05/23/2025 Amount paid - $125.83 We arrived at the hotel and while checking in I saw a bug that looked like a ***** crawling around the fridge next to the check-in counter, we were given room number 208, and in the room, I found a dead *****, food behind the tv, (a full uneaten biscuit) and used paper plates and a lot of dirt under the AC/heating unit. After some more inspection, still-alive baby roaches were found under the bed closest to the window and we left immediately. And asked for a refund. We talked to a manager last night named Z who said a refund would be issued once we spoke with **********. I talked to them today and they said they were told no manager was available so they couldnt issue the refund without the manager's approval so they would reach out again later. Well, I called the hotel about two hours after talking with ********** and was told the manager had just left for the day and wouldnt be back until Tuesday, the person I was speaking with was rude and didnt seem to care much about the issue and hung up the phone on me without even getting any information about contacting me after I said I wanted to speak with the manager as soon as possible. So I called the Wyndham customer care number and that wasnt much help either. The person I spoke with was rude as well and told me there was nothing he could do. I feel like Im getting the runaround. And no one from ******* seems to care. All I want is a refund issued back to my account immediately, which I was told would be issued last night. This hotel should be closed immediately. Ill be contacting the local townships health department about this issue as well.
Business Response
Date: 05/26/2025
BBB Case #: 23374311
Hotel Site #: 07504
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by ****** ****** at the La Quinta property in *****, **. To assist in reaching a resolution, Ive informed the propertys general manager of the situation.The general manager will contact the guest on or before May 27th. As a company, were committed to delivering a great experience with every stay with us.
Please note that our email address has changed.If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
*******
Liaison,Customer Care
**********************************
Initial Complaint
Date:05/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
April 2025 we called 2 times to verify the pool and amenities would be available during our planned stay 4/15-4/18 and were assured the pool and amenities would be open and functional during our stay. Arrived they were not and the room King ***** was horrible with 18 different issues from mold around bathtub, Bathroom sink not draining, TV unwatchable due to lines in picture, Elevators with safety issues or out of order and filthy. *********** smell in hallways and elevator. Security issue door that says locked 24x7 door never locked entire stay. Pool, elevator signs out of order. Ice machine out of order no sign. Doors in bathroom did not close properly, Ants on the bathroom wall. AC noisy in bedroom when running . Mini fridge freezer frosted over unusable. Chair worn so bad you wouldn't want sit on it. Telephone never worked. Parking lot lights never lit so an unsafe parking lot. And more. I have documented photos and video of the issues. I tried to email LaQuinta and Wyndham of the issues with no response. ****** maps review did get a reply from manager but no contact information, We booked this stay specifically for the pool which was never open when we stayed even after 2 calls verifying it would be open!! Most hotels in this area were booked due to Easter week as well as all rental cars out of cars. I am still hoping to speak or have contact from someone at ******* to discuss this stay. It would be good relations for the hotel to issue a full refund since this stay never had what they promised would be open the pool which is why we called ahead and booked the stay here.
Business Response
Date: 05/07/2025

BBB Case #: 23273905
Hotel Site #: 52730
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by **** ****** at the La Quinta property in *******, FL.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before May 10. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Business Response
Date: 05/07/2025
BBB Case #: 23273905
Hotel Site #: 52730
Customer Care Case #: ********

***FURTHER UPDATE***

Dear Contact:

Thank you for notifying our office of the concern filed by **** ****** at the La Quinta property in *******, ***

Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.

After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest, if looking for further compensation.
Customer Care has offered, and guest accepted ****** Wyndham Reward points. Once again, we apologize for any inconvenience this may have caused. ************** case *********

If your offices require more information on this matter, please contact me directly at ********************************.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 05/13/2025

Complaint: 23273905

I am rejecting this response because: Per their response they have not reached out to make contact as of May 13th evening. I have had no contact from the manager per ********** response, that stated the manager would contact us by May 10th. No contact has been established as of May 13th evening. This is the type of reply we would have expected since this location is very poor at everything per our complaint and stay established.

Sincerely,

**** ******
Business Response
Date: 05/22/2025
BBB Case #: 23273905
Hotel Site #: 52730
Customer Care Case #: ********

***FURTHER UPDATE***

Dear Contact:

Thank you for notifying our office of the concern filed by **** ****** at the La Quinta property in *******, ***

Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.

After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest, if looking for further compensation.

Customer Care has offered, and guest accepted ****** Wyndham Reward points. Once again, we apologize for any inconvenience this may have caused. ************** case *********

If your offices require more information on this matter, please contact me directly at ********************************.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 06/04/2025
Sorry we had medical emergencies that we were dealing with. I did respond back when I was asked if I accepted or declined the response. I declined it because the message aid they would reach out and contact me within so many days. They never reached out and I stated this in that reply. I am OK with this complaint being closed as long as it stays on the list of complaints against this location. I certainly hope the BBB does not show it closed in the businesses favor. I would be very upset about that since the business failed the customer and never followed up as their representative stated they would. This is typical of the *************************************************************************. They failed the customer over and over again. Thank you ******************** for all of your help and replies. Have a good day,

Sincerely,
Mark
Customer Answer
Date: 06/11/2025
Sorry we had medical emergencies that we were dealing with. I did respond back when I was asked if I accepted or declined the response. I declined it because the message aid they would reach out and contact me within so many days. They never reached out and I stated this in that reply. I am OK with this complaint being closed as long as it stays on the list of complaints against this location. I certainly hope the BBB does not show it closed in the businesses favor. I would be very upset about that since the business failed the customer and never followed up as their representative stated they would. This is typical of the *************************************************************************. They failed the customer over and over again. Thank you ******************** for all of your help and replies. Have a good day,

Sincerely,
Mark
Business Response
Date: 06/13/2025

BBB Case #: 23273905
Hotel Site #: 52730
Customer Care Case #: ********

Dear Contact:

Thank you for notifying our office of the concern filed by **** ****** at the La Quinta property in *******, ***

Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.

We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations.
Customer Care has spoken to the guest on May 6 and offered ****** Wyndham Reward points as a goodwill gesture from *******. The guest has accepted the points, and they were applied to his account.
After thorough review if looking for further compensation, we feel the best resolution will be achieved by direct communication between the property management and the guest.
Once again, we apologize for any inconvenience this may have caused.
If your offices require more information on this matter, please contact me directly at ********************************.

*******
Liaison, Customer Care
**********************************
Office: ************
Initial Complaint
Date:04/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yesterday I extended my stay at the La Quinta ************************** by an extra day and the young gentleman the front desk around 6:37 am was extremely rude. He just barked do you have a new reservation !!!? Young Indian gentleman seemed extremely bothered by my presence?. I gave up trying to do it in the Wyndham rewards app and just let him do it, and he didnt even bother asking me for the rewards number. He also barked at me for my ID, which I forgot in the car, and it was pouring rain out. So I was soaking wet when I came back, and he didnt seem to care. I said thank you and he ignored me. I asked the young lady there now this morning for help, and she was very pleasant and helpful to me and is trying to get it fixed so I can get the points and assured me since Im a diamond member I had til 1 pm for checkout? ?But the other gentleman yesterday around 6:37 am was very rude !
Business Response
Date: 04/04/2025

BBB Case #: 23154860
Hotel Site #: 17546
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by *********** ******** at the La Quinta property in ********, IL.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before April 7, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 04/14/2025
They offered no real solution I am not accepting Their response
Customer Answer
Date: 05/28/2025

They offered no real solution I am not accepting Their response
Business Response
Date: 05/28/2025
BBB Case #: 23154860
Hotel Site #: 17546
Customer Care Case #: ********
Thank you for contacting La Quinta by ********************** We sincerely apologize that your expectations La Quinta by Wyndhams high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
The La Quinta by ******* chain is committed to ensuring that good service and quality accommodations are provided by our licensees. Your comments have made us aware of an instance when one of our licensees did not meet a valued customers expectations. This is to advise you that La Quinta by Wyndham is solely the licensor of the La Quinta by ******* trademarks and service marks to independently owned and operated La Quinta by Wyndham guest lodging facilities and is not involved in the day-to-day operations or management of this facility.
As a gesture of goodwill, we would like to offer you ***** Wyndham Reward points.
Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

Again, we thank you for bringing this issue to our attention.
Kind regards,
Michele
Liaison, ********************************** & Resorts
Customer Answer
Date: 05/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I also believe I deserve a refund. But Ill settle for whatever is best.

Sincerely,

*********** ********
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
3/23-3/24. Total was $105.30. The hotel honestly is pretty run down now. I have state of this location plenty of times before due to the closeness to the airport, the price and my prior stays I did not have any issues. So we check into the hotel and were going into the room and we hear water dripping so then we go and look and its the shower so the water is dripping all night and thenthe tub is moldy and falling apart in all honesty. We didnt even end up using the shower, it was late and were leaving early sowe didnt push the issue, but we did file a complaint. The hotel wouldnt do anything about it because of the fact that we stayed in roomit was 11 PM at night and we were going to leave at 5 AM so we did not want to deal with changing rooms. One of the elevators also was not an operation and it has not been in months apparently. Luckily, we booked through a third-party and they have issued me a $50 credit for future days but the hotel refused to do anything about it and in fact, they hung up when we were inquiring about the issue according to reviews now people keep having the same problem so its not just us. Honestly I think the hotel may need to be investigated.
Business Response
Date: 03/28/2025
BBB Case #: 23124628
Hotel Site #: 52730
Customer Care Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by **** **** at the La Quinta property in *******, **. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guests comments have made us aware of an instance when one of our properties did not meet a valued customers expectations.
We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. The property management team of the hotel informed us in customer care that a $25.00 credit/discount was given to the guest and the guest did stay in the room. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. The guest may communicate with the general manager directly via email at ******************************************************************************** or via telephone at **************. This reservation was booked through a 3rd party booking agency, the guest may need to contact them directly in order to obtain the $25.00 credit/discount if they have not yet already received such.
Once again, we apologize for any inconvenience this may have caused.
Please note our email address has changed. If your offices require more information on this matter, please contact me directly at ********************************
*******
Liaison,Customer Care
**********************************
Customer Answer
Date: 03/28/2025

Complaint: 23124628

I am rejecting this response because:
We have attempted to contact the property directly. They didnt care to listen since ********** gave us a credit and we stayed there. Honestly, the health department should come do an inspection. Im sure a moldy bath tub wouldnt pass inspection.
Sincerely,

**** ****
Business Response
Date: 04/01/2025
BBB Case #: 23124628
Hotel Site #: 52730
Customer Care Case #: ********
Dear Contact:
Once again, we apologize for any inconvenience this may have caused.
The La Quinta by Wyndham property, located in *******, ** is independently owned and operated under a franchise. This means that the propertys management is responsible for meeting brand standards and for day-to-day operations. If your desired resolution is that of a monetary one, please continue working with the property directly.
As a one-time gesture of goodwill, we would like to offer you ***** Wyndham Reward points - enough for a highly discounted night. If you have yet to enroll in ******* Rewards,you can do so here:
***************************************************************************
Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.
Kind regards,
*******
Liaison,Customer Care
**********************************
Initial Complaint
Date:01/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,On 12/25/24 my husband and I stayed at Laquinta ********************************************************************************************On 12/25/24, we checked into the ******************************* We had our dog so on 12/25/24 they charged us an extra $25 pet fee. The first room they gave us was 221. We went to the room and the key card didnt work. I went back downstairs and the women at the desk said we couldnt put the key card near a phone it gets de-activated. She gave me another key. It still didnt work. I sent my husband back downstairs and he got another key. The key still didnt work. My husband went back downstairs again, and we got another room. The second room was room 222. In room 222, the thermostat didnt work and the toilet leaked. My husband went back downstairs, and we were given yet another room. This time we were given room 216. I immediately noticed in the bathroom there was dog hair and the room wasnt clean. We were exhausted because we had been driving all day and it was Christmas day. We stayed in this room. We woke up in the middle of the night to find a bug crawling on my husband. We went back to sleep but left the lights on this time, so we didnt get much sleep. I got up early and took a shower because I wanted to leave. There was a live ***** running around in the bathroom. This made us leave even quicker. We also were not aware this hotel was under renovation. I did not see that stated anywhere when we booked the hotel. Upon checkout on 12/26, I told the woman at the front desk our issues and she said she could only refund the $25 pet fee because it was booked through a third party (**********). She refunded the $25 pet fee, and I then called ********** on 12/26 immediately after leaving the hotel. ********** told me that the hotel was refusing to give me a refund. It was Christmas day and we had no other option but to stay at this hotel. I am requesting a refund. We were not satisfied at all and couldnt sleep due to the bugs and uncleanliness.
Business Response
Date: 01/13/2025

BBB Case #: 22798145
Hotel Site #: 53095
Customer Care Case #: ********

Dear Contact:
Thank you for notifying our office of the concern filed by ****** ****** at the La Quinta property in *****, GA.
To assist in reaching a resolution, Ive informed the propertys general manager of the situation. The general manager will contact the guest on or before January 16, 2025. As a company, were committed to delivering a great experience with every stay with us.
If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.

*******
Liaison, Customer Care
**********************************
Office: ************
Customer Answer
Date: 01/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:12/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Reservation was from December 2nd to 3rd. Due to flight delays we did not arrive until 230 AM. I had a very tired small child with me otherwise I would have left with just the first two issues. Did not notice the rest until the morning. We were gone before 10 AM. Made a complaint with hotel to which they offered 5000 points if Im a member (Im not signed up). Have not heard from them since I asked for refund. Here were issues below. 1. Tub faucet unable to close properly. Water leaking, ***** stain proves that it is not a new issue but a continuous issue. 2. Bathroom door looks as if someone punched into it & painted over 3. Desk chair has speckles of paint stains on it as well as arm that has been partially broken. 4. Bed sheets did not fit bed properly and kept coming undone & in the morning revealing a very dirty mattress.5. THERE IS MOLD IN THE ROOM. In the morning, I noticed that there was an active leak and mold growing on the leg of the table in the room.
Business Response
Date: 12/24/2024

BBB Case #: 22726584
Hotel Site #: 53043
Customer Care Case #: ********
Thank you for contacting La Quinta by Wyndham. We sincerely apologize that your expectations of La Quinta by *******'s high standards of guest service were not met. We appreciate the time you took to let us know where we need to improve.
The property is independently owned and operated under a franchise agreement, and we do not control the day-to-day operations at the facility however, we expect all properties to be always maintaining brand standards. We will forward the feedback along to our field operations team who will investigate further on an internal level. Where we do not own the property, we do not have access to their billing information. Please work with the third party where you made and paid your reservation if looking for a refund.
As a gesture of goodwill, we would like to offer you ****** Wyndham Reward points -- enough for one free night or five highly discounted nights at any ********************* worldwide. If you have yet to enroll in ******* Rewards,you can do so here:

***************************************************************************

Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

Again, we thank you for bringing this issue to our attention.

Kind regards,
*******
Liaison, ********************************** & Resorts
Customer Answer
Date: 12/25/2024

Complaint: 22726584

I am rejecting this response because: I am not a Wyndham rewards member. I should not have to be forced to join in order to receive points/compensation for a room that was beyond unsatisfactory.

Sincerely,

******** *****
Business Response
Date: 01/15/2025
BBB Case #: 22726584
Hotel Site #: 53043
Customer Care Case #: ********
Unfortunately, ********************* does not have the ability to authorize nor issue refunds as we do not have access to the properties billing system(s). If the guest is requesting a refund and/or monetary reimbursement, please advise them to continue working with the property directly.

Again, as a gesture of goodwill, we would like to offer you ****** Wyndham Reward points. You may redeem points outside of a hotel stay for things such as gift cards and/or merchandise. If you have yet to enroll in ******* Rewards, you can do so here:

***************************************************************************

Please reply to this email with your Wyndham Rewards member number and we will add the points to your account.

Again, we thank you for bringing this issue to our attention.

Kind regards,
*******
Liaison, Customer Care
************** & Resorts
Initial Complaint
Date:12/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
These animals stole my money. I spoke with the manager ****** who provided a nickname instead of his legal name during our conversation. I told him I posted the photos of the hotel and screenshots of the money that was fraudulently removed from my account and he responded, "perfect". Meanwhile, his hotel has a 2.1 on yelp and a 3 on ******. Yet, ****** is proud. So disturbing! ****** stated he knew nothing about what happened with my money, then proceeded to ask me questions about my previous employment. I repeatedly asked where my money was, he said he didn't know what happened but that he would call me back when he found out. That was on December 9th. Following our conversation, I never heard from him again. We checked in the hotel Saturday December 7th after midnight. The original reservation was for 3 nights. The Australian lady was at the front desk. We booked two prepaid rooms. She said I need $100 for incidentals. I gave her the card. We checked into ONE room and couldnt believe our eyes. It was the nastiest thing we had ever seen in a ******************************* Ran down and just plain dirty. I went to the front desk to inform her. She said all the rooms were like that. We spoke with *** a few hours later to let her know we canceled the remaining rooms and decided to leave early. She was very nice and apologetic. We left and I received an alert on my card saying we had actually been charged $408.00 instead of just the $100.00 for incidentals. I called the hotel immediately. *** said she didnt understand why the Australian lady charged my card that amount but the manager ***** would call me. I never received a call. I called Monday morning only to get barked at by the Australian dog. She herself stated, I dont know why I charged the card, I asked for the manager. She said, you should do that report it, bye. She then hung up the phone in my face. That was the very first call. I called back repeatedly asking for the manager. Today I found charges of $716.40.
Business Response
Date: 12/16/2024
BBB Case #: 22687703
Hotel Site #: 52940
************* Case #: ********
Dear Contact:
Thank you for notifying our office of the concern filed by *** ******** at the La Quinta property in ********************. We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. A ************* concern was previously filed with our offices prior to the guest filing the BBB complaint.The property has advised all refunds have been processed, and have advised the guest to allow 7-10 business days for the transaction to reflect onto their account.
Please note our email address has changed. If you need any more information on this matter,please contact me directly at ********************************.
******
Liaison,*************
**********************************
Customer Answer
Date: 12/16/2024

Complaint: 22687703

I am rejecting this response because: They are lying. I have not seen a single receipt regarding them processing the refunds. Attach the receipt of the refunds here. ****** responded they opened something on my behalf, yet no one contacted me about the stolen money. Please take note, the property manager nor ****** from customer service did NOT state the reason as to why my money was taken from my account in the first place. They stole from me, plain and simple. They do not have a single excuse for stealing my money.

Sincerely,

*** ********
Business Response
Date: 01/15/2025

BBB Case #: 22687703
Hotel Site #: 52940
************* Case #: ********

Ref: 08631746

Thank you for contacting La Quinta ************* concerning your experience with the property located in ********, ***

We sincerely apologize for the billing issue at hand. We are committed to assuring that all La Quinta properties provide superior service and quality accommodations. Our Research Team has determined the refunds for $408.20 and $408.20 were processed by the property on December 7th.

After reviewing your concern with the property and our internal offices, we feel the best resolution would be achieved by direct communication between your financial institution and yourself.

Please accept our most sincere apologies for what you have experienced, and for any inconvenience this may have caused you.
************* Liaison
************** & Resorts

Customer Answer
Date: 01/16/2025

Complaint: 22687703

I am rejecting this response because:

Sincerely,

*** ********
Customer Answer
Date: 02/04/2025
I have not received a refund for the first night of my stay. We checked out that same morning.
Customer Answer
Date: 02/06/2025
I have not received a refund for the first night of my stay. We checked out that same morning.
Business Response
Date: 02/06/2025
BBB Case #: 22687703
Hotel Site #: 52940
Customer Care Case #: ********

Dear Contact:
Please know, that customer care has done everything we are able to do regarding this matter.
Within our position in customer care, our goal is to open the line of communication between yourself and the property management team in hope that you can work together to come to a satisfied resolution. We do not have the ability to access the properties billing systems whether it be to review billing transactions such as charges and refunds, nor do we have the ability to authorize or issue refunds or monetary reimbursement. Again, based on the information that was provided to us, the refunds have been processed. If you wish to further dispute the matter, please contact your financial institute or credit card company and request that they contact the property directly regarding the refund. The phone number for the hotel is ************** and their email address is ***************************
Please accept our most sincere apologies for what you have experienced, and for any inconvenience this may have caused you.
Warm regards.
*******
Liaison,Customer Care
**********************************

Customer Answer
Date: 02/16/2025
It was recently resolved. Thank you so much

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La Quinta Inns and Suites is NOT a BBB Accredited Business.