ComplaintsforLa Quinta Inns

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed in La Quinta April 5- April 7. I checked out on April 7. For the weekend it was $232. Probably about 2 hour after I checked out I went back to see if I can rechecked back in the same room I was in the young lady at the front desk told me that all the rooms had been stripped and they only had one housekeeper and they only had a suite ready and they suite will be $120 for that night I told her thats ok I will go somewhere else and I did I did not stay there that Sunday night April 7 I have proof that I stayed in Motel 6 Sunday night April. 7. So this morning when I get up I check my bank account and I have a pending withdrawal of $120 From La Quinta. I called La Quinta to see why they took out $120 I was told that on there end it didnt show where $120 was taking out only $232 so I called corporate and they told me that they will file my complaint and I will here from someone within a week to see what they can do to solve the issue I need my money now..not later since I didnt stay there that Sunday night and I have proof I paid $92 at motel 6 I will send proof to every thing

  Business response

  04/12/2024

  0736BBB Case #: 21555943
  Hotel Site #: 52758
  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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 14, 2024. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

  Customer response

  04/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 5, I stayed at the La Quinta Inn by ******* in ********, *****(Around 10: 30 p.m.). I stayed in room 107. At 2:30 AM, the power went out in the room, ****** did not work and there was no air-conditioning. The tub and the toilet were dirty. I went out in the hallway and saw the woman that was working at the front desk. She mentioned that the power was out in the building and they were trying to get it back up. The next-door neighbors had multiple dogs, barking all night and all morning. No sleep!I told her I wanted a refund and that management needed to call me.The next morning I reported this again. I gave my information to the woman working at the front desk (4/6/24, Around 9:30am). She told me management would call me. On Sunday, April 7, I called the La Quinta and asked for the general manager and he was not available. The gentleman who answered the phone was very rude, and I could not understand him. Finally articulating he said the manager being there on Monday, April 8. Trying to understand this, he had a side conversation with someone else while I was trying to give him my contact information. This was very rude and unprofessional. All three of these people did not provide the general manager ****, with an update about any of these things! If the power goes out in the building or theres loud animals or something is not working in someones room, a report has to be done. I called him this afternoon, around 2 PM at work and he had not received any notes or reports which I find hard to believe. He said he needs another 48 hours to do an investigation. He was very sarcastic with me. I did not appreciate this. It was very unprofessional. Im not sure how this hotel has multiple awards or is still in business I only asked for a refund, $171.12. Thats a lot of money for one night. Im asking them to make it right and return my money and thats it. Right now, **** is refusing to do so because he has to investigate. No one reported it. Thats not protocol.

  Business response

  04/10/2024

  BBB Case #: 21546502
  Hotel Site #:
  Customer Care Case #: 
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ***********************. Please send the following information back to me. When I receive the requested information from you, I will be in a position to determine the next steps.
  
  -  Confirmation number
  -  Exact address/name of the hotel:
  -  Hotel name:
  -  Under what name was the reservation booked:
  -  Date of arrival (exact date of stay):
  -  Room number:
  
  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, ******************************* & Resorts, Inc.
  Office: ************

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a reservation to stay at La Quinta from Saturday, April 6, 2024 to Tuesday, April 9th, 2024. There was a last minute emergency, in which my mother was having chest pains, so we had to rush her to urgent care. Based on how she was feeling, she couldn't handle any type of travel on the Saturday and had to rest. When I called La Quinta that night and told them what happened, their response was that I would still be charged for Saturday night, regardless of the fact that a (serious and legitimate) medical emergency occured.THEN, they cancelled the other TWO nights I still had booked although I simply told the receptionist that I could only not come in the Saturday night.I didn't even know it was cancelled until I called customer support, which was no help in the end as they simply recited the cancellation policy to me. ******* said to talk to the people at the property about the situation, said that they will make concessions; I took that with less than a grain of salt. There was confusion as I was explaining the situation and when I was rebooking with *******. My family has stayed at and loved La Quinta for years. We've never had any issues with them and they have always demonstrated excellent customer service. Throughout all of these recent interactions, though, La Quinta has made me feel that I am merely a dollar sign to them, with their quick dismissal of my mother's plight and failing to take into consideration said plight when implementing the cancellation policy.I even told them that I do not expect a refund. I would be satisfied with a credit to my account.

  Business response

  04/10/2024

  BBB Case #: 21542018
  Hotel Site #: 53012
  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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 13, 2024. 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, ******************************* & Resorts, Inc.
  Office: ************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and I stayed at LaQuinta, *********************************************************** 2/4/24-2/8/24. I booked and paid for the room through Super.com confirmation number B_12851573. I specified that I wanted a non-smoking room as neither of us smoke. Upon checkout the girl at the front desk said my credit card would be charged $250 but would be credited back in about 7 days. I never received the credit so called the hotel. I was told it was because I smoked in the room. I explained that I am 71 years old and have never and will never smoke. I requested a non-smoking room on the reservation for that reason. She said she would talk to her manager and call me back the next day. I never received a call so I called back. I was told the manager was not in and she didn't know when he would be. I left my name, phone number, and reason for calling. Still no return call. This is a scam and ripoff. I want my money returned.

  Business response

  04/09/2024

  BBB Case #: 21535332
  Hotel Site #: 53070
  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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 12, 2024. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you, 
  
  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Wednesday, April 3 through April 6 was the Booking.com reservation that I had made two months in advance. I did put an appropriate credit card on file. My Booking.com reservation did not require any type of deposit or money taken initially, but it was due at the hotel at check-in. The morning of my reservation, the hotel tried to pull $50. Unannounced to me the transaction did not go through. again, a few hours later they tried to pull another $50. There was more than enough money in the account for them to take this transaction but for whatever reason it did not go through. Please note that in the fine print in details of Booking.com, I chose a reservation THAT DID NOT REQUIRE ANY PREPAYMENT. I was actually paying a premium so that I could pay at the counter upon check-in.. in my 4 Hour Dr. when I was an hour out from the hotel I called them with a concern on why for the THIRD time they tried to pull another $50 from my account. The lady at the front desk assured me that my room was fine and it was SECURED because I called and made contact. Upon arriving at the hotel, I was immediately told that I did NOT have a room and my reservation was canceled. I looked in my email and Booking.com, which said nothing of the sort, and that my reservation was still great. They proceeded to tell me how because I booked on Booking.com, they canceled my reservation because of non-prepayment. However, there was NO PREPAYMENT needed. It states on Booking.com under my reservation that they do NOT take any money prior to check in for any reason except for the hundred dollar deposit UPON check-in. The hotel STAFF was extremely RUDE. Very disrespectful. And when I called Booking.com, they assured me that my hotel reservation in fact was NOT canceled, and that La Quinta Inn and suites had zero reason to be able to pre-charge my card prior to check in because that was not the agreement. So the fact that they tried to take money early was actually illegal. I was left with NO room.

  Business response

  04/09/2024

  ***
  BBB Case #: 21532611
  Hotel Site #: 53878
  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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 12, 2024. 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, ******************************* & Resorts, Inc.
  Office: ************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked two rooms on March ***** at about midnight (12 am). The total cost of the rooms was $153.20.The manager and employees scheme, con, and steal customer's money. There are dangerous bugs that could cause serious problems, there are several cockroaches, bedbugs, ticks, etc. The rooms smell like some rotten fish market. You cant stand in the room for even a second. This place needs a visit from the health department.When we told the situation about the bad odor and the bad bug infestation, and asked for a cancellation. The front desk employee, named ****, apologized to us several times, and he told us the manager would 100% guarantee give us our money back and told us not to worry. When we asked for the cancellation papers, the employee told us that we would have to wait for the next day because only the manager could hand them to us. So we walked out and slept in a different hotel. But when we called *******, they confirmed that the manager does not need to directly give the cancellation papers, the employee can give them to the customer right away.The next day, the manager told us that he couldnt cancel our rooms, saying it was non-refundable and I couldn't receive the cancellation papers. We didnt even sleep there, why do we have to pay? And I checked, the rooms ARE refundable, the decisions are just up to the manager, which he is declining. The manager *** cons and steals customers money. And this hotels email address is fake and the front desk does not pick up our phone calls anymore. They either end the call while Im talking or dont pick up at all. They keep insisting that the manager *** is in a meeting or isnt there at all, but I can hear his voice in the background. I feel like he is dodging my calls. If they dont answer our calls or try to resolve this problem, what are we supposed to do? That is why I am reporting about this situation here, hoping BBB might be able to help resolve this issue. I want my refund for BOTH rooms.

  Business response

  04/09/2024

  
  BBB Case #: 21532192
  Hotel Site #: 52794
  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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 12, 2024. 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, ******************************* & Resorts, Inc.
  Office: ************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I want to complain about the hotel's malicious double charge, the name of the hotel is LA QUINTA (**************************************************************). I paid the accommodation fee from March 16 to March 19 with my Chinese debit card with the tail number of 1478 on February 5th, the payment platform was Meituan, and the order number was *******************. However, after I checked in on March 16th, my other credit card (tail number 2532) was deducted ****** USD twice.Therefore, I need to complain about the hotel's malicious repeated deduction and deception of the tenants.I want to report the hotel for deception. In addition, a male receptionist (middle-aged, slightly fat, brown skin) had a very bad attitude. After I lost my passport in the hotel, he not only did not provide help, but also told me that he did not know where the police station was when I was waiting for the police. I suspect that he is not a person working in ***************** through regular channels, so I want to report him. If this matter is not properly handled, I will continue to complain to the local consumer association department according to the procedures.

  Business response

  04/09/2024

  
  
  BBB Case #: 21521991
  Hotel Site #: 52899
  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.
  
  The General Manager has updated the case stating he is looking for further information on the credit card he needs to refund to?  Please contact the ** ***************************** at ************ or ************************************************
  
  Thank you, 
  
  *******
  Liaison, ******************************* & ******** ****

  Customer response

  04/09/2024

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• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was double charged for my room. La Quinta States they have no record of it. However it is showing up on my credit card statement. They are refusing to give me a refund

  Business response

  04/09/2024

  
  BBB Case #: 21519201
  Hotel Site #:
  Customer Care Case #: ********
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by at the property in , .
  
  We apologize that the property did not meet the guest's expectations of our brand's high standard of guest service. We contacted the property today and spoke to the General Manager, *************************. ******* advised he is putting through the refund for $182.69 today.  Please allow 3-5 business days for that to show on your account. 
  
  If you need any more information on this matter, please contact me directly at *********************.
  
  *******
  Liaison, ******************************* & Resorts, Inc.
  Office: ************

  Customer response

  04/09/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We stayed at this hotel 3/15-3/17 of this year. We used points for both nights and should have never been charged for our stay. We checked in and I was told Id have to put a card on file for incidentals. So I did, I was charged $271.36 that I didnt notice until I left *********** to go home to **. I immediately reached out to the front desk to ask why I was charged and could get nobody to answer. I tried multiple times on different days with no luck. I finally got ahold of the ** who transferred me to the manager. She was very rude, her response to me asking for assistance was, well I dont have my computer up but I guess I can listen to your concerns. Granted, I had tried for two weeks to get ahold of someone at this point. She told me it was a discrepancy on their end and they shouldnt have charged me. She said she was working on a resolution and would call me back within 30 minutes. She never did. Its been a week and I still have no received any refund or response. I disputed this with my bank and looked at reviews to see if this happened to anyone else, I was shocked to see how many complaints they have only about fraudulent behavior. They do not return phone calls and steal money from customers. When customers notice, they purposefully ignore calls and refuse to refund money owed to customers. This needs to be investigated and looked into further. I was amazed at the lack of customer response from the ** and the manager on site. They are scamming people and getting away with it. The corporate number for ******* gets you to a customer service representative who just tells you that you have to contact the front desk of the hotel to get billing dealt with. Nobody has access to help. Its all a huge scam. I have attached my screenshot of our points used for our stay. We should not have been charged for anything and I demand a full refund. I also demand a apology from these scammers and I will be getting the police involved until something is done.

  Business response

  04/03/2024

  
  
  BBB Case #: 21517754
  Hotel Site #: 52899
  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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 6, 2024.  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, ******************************* & Resorts, Inc.
  Office: ************

  Customer response

  04/05/2024

  I have reviewed the business response and accept this resolution because they have reimbursed my money that was owed. I still feel like management needs more training on customer service and they should be replaced for their lack of respect towards their customers who have been wronged. ***** and ****** were absolutely horrible with communicating. ***** was blatantly rude, when I told her the issue I was having she responded with. Who forwarded your call to me? Well, I dont have my computer up but I guess Ill listen to your concerns. When she realized I was charged incorrectly she said shed work on a resolution and call me back. SHE NEVER DID. She should be FIRED. Horrible managers, I never even got an apology from either of them.  I would not stay there again due to this experience, I feel like they could easily fraudulently charge me again and not care to fix the problems. I would not ever recommend that anyone stay there. The lack of customer service and support was one of the worst experiences Ive ever had. Especially for management to be so rude and uncaring. They also need a strict reminder of how to answer their phones at the front desk. For a customer to call multiple times on different days and not be able to get ahold of anyone says a lot about how they are running this hotel. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked our room from 3-25/3-28 and paid in full with booking.com however during checkout. We notice we got charged again. We did complain to the front desk numerous time and they can't give us a reason for the charges. I keep asking for the managers and they keep hanging up on me. Also I keep emailing them and no response. I futher investigate the review for this hotel and lots of consumers went thru the same issue. Please BBB can you please find out what's going on. Till today I still haven't receive my refund nor a call back from the hotel manager. It's frustrating because I'm 700 miles away.

  Business response

  04/03/2024

  
  BBB Case #: 21512750
  Hotel Site #: 52899
  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, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before April 6, 2024. 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, ******************************* & Resorts, Inc.

  Office: ************

*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. ↩