La Quinta Inns & Suites
Reviews and Complaints

I had a reservation at the La Quinta East Tulsa location. When I got to the hotel to check in, it had been changed to a Motel 6. There was one car in the parking lot of a formerly busy hotel. The lobby was emptied of all furniture, with a lone person at the front desk. La Quinta had transferred my reservation to Motel 6 without my knowledge. I did not stay there and found a room at another La Quinta hotel across town.

I also had made a reservation for September. It is still showing up in La Quinta's system as an active reservation, but shows "facility not available", with a message to call a La Quinta toll-free number to cancel or change the reservation. Upon calling this La Quinta number, they can't cancel this reservation. I have to call Motel 6 to cancel it. The number La Quinta gave me to cancel just rings and rings.

Really La Quinta? I'm a La Quinta Rewards member. You have my e-mail address. You couldn't have sent an e-mail saying "Hey, we sold the hotel you're planning to stay in. You might want to make other arrangements."

I'm now up to 4 phone calls this morning about this. La Quinta is going to refund one night of my just-completed two night stay. I'll be donating my Rewards points to charity and closing my account.

(Dear La Quinta, I will post this here since you insist in deleting my posts on the La Quinta page...)
I had to travel at last minute to Springfield MO this past weekend... As a La Quinta returns customer I was happy to find a La Quinta in Springfield and on my way there made reservations. The front desk staff member was very attentive, but informed me that all they had available was a Jacuzzi Suite at a rate of $100.00 per night. This was more than I had planned on spending per night, but thinking that driving for 12 hours there and driving back in less than 48 hours, a jacuzzi may be just the thing, so I agreed to the higher rate...
We arrived at 10:30 PM and were greeted by the same FD clerk that had taken my reservations. Upon checking in we found out we were being charged for an in-room safe... We did not use the safe, but paid for it. I complained about having to pay this fee and I was then told I could complain about it at check out. I travel in my work and this is the first time I have ever noticed having to pay for the use of a safe...
We checked in and decided that we needed some food so I went to the FD to ask for directions to a good restaurant. A new FD clerk was at the desk and all she could recommend were two restaurants that were already closed... Most hotels have more information than this...
We drove around until we found a couple of places nearby and settled on TGI Fridays (you would think the FD personnel would have this info on file since it is only a few minutes from La Quinta).
I had an early morning meeting so we called it a nigh, however we were kept awake by doors slamming from guest rooms and the stairwell door by our door (we were in room 201). In addition to the door noise we had a loud TV in the lobby and, of course, every conversation in the lobby filtered into our room via gaps between the door and the door frame. We could see light coming in on the top and the bottom of the front door with a gap of nearly an inch on top. Clearly privacy is not what this door was able to provide.
In addition to all the external noise we also had to contend with a very loud refrigerator, so loud that we eventually unplugged it.
We also discovered that, in addition to the poorly installed front door, the bathroom door did not fully close!
On our second night we were exhausted from lack of sleep and busy two days, so we were looking forward to using the jacuzzi. The jacuzzi was broken! Clearly there had been some recent attempts at repairs as the panel was left partly closed. We called the Front Desk and we were told that "the button is really hard to push"... Well, my wife and I both tried, it did not work.
We spent another terrible night and drove out of the La Quinta parking lot at 8:30 AM more tired than when we checked in.
By the way, we did report all this to the Front Desk (again) at checkout... All we got was "sorry".

After a 12 hour journey from Oregon, I arrived at the Tampa airport and called the La Quinta hotel for a shuttle. I told the desk clerk I was waiting in the Ground Transportation Waiting Area-Red 1 and she assured me that the shuttle would pick me up shortly. Half an hour passed and I called again, only to learn that the shuttle was "running behind due to heavy traffic and rain". Two more phone calls and as many excuses later, the Veteran's Limousine van finally arrived.

When I complained about waiting over an hour for pickup, the driver was VERY nasty and told me that he would have picked me up earlier if I had been standing at curbside instead of inside the air conditioned shelter. When I pointed out that he hadn't even come past the glassed in shelter he open the door and walked back around to his side, leaving me to load my luggage. When I got in and closed the door, he pulled up next to another van, rolled down his window, and began chatting about the weather, traffic, etc., wasting another 5 minutes. When I complained once again, he responded very rudely and told me the trip would take even longer if I didn't "shut up"!

When we reached the hotel, I told the driver I intended to report the incident and tried to open the door to get out. At that point, the turned around in his seat and said "I control the door and you'll get out when I let you out." When he finally let me out, I was both frightened and furious. Although I've stayed at this hotel on many occasions when flying out of the Tampa airport, I won't be doing so again, particularly if I'm traveling alone!

My family and I stayed at the La Quinta for one night before boarding for our Disney Cruise. We booked our hotel room with two queen size beds. Upon arrival, the hotel had given our room away and we had a room with 2 double beds. My husband is 6'7 and takes up a double bed by himself. After the lady was so apologetic for giving our room away she said we could have a hide-a-bed. While in route to pick up the hide-a-bed, she informed us we would need to take it to our room by ourselves (luggage in hand as well) because she was all alone and she had worked for 2 days straight (12 hour days) and was also tired. My husband being the big man he is, took the bed upstairs himself while my children and I handled the luggage. I slept in the hideaway and was pleased enough until the next morning I woke up to a friend. Within the sheets that I had slept in all night lay a dead bug. It was disgusting. I have never had that before. I would like a complimentary night to make up for this experience. I really like La Quinta but this experience was bad.

Stayed at the La Quinta downtown Austin. figured it must be a nice place since I payed almost 150.00 a night. Booked online. Arrived at the hotel and found out that they failed to mention that there is no parking at the hotel. Everything is Valet only. But there is an additional 15.00 a night extra for that! must have been in the small print. Didn't have a choice, paid the cost. Went up to my room. There is a 1" gap around the door, so all of the cold air and noise helped me stay awake all night. The internet is only a good connection if you are in certain rooms. Of course my room was not one of them. The room was fairly clean, but paying the extra 15.00 a night, I could have stayed at the Hyatt for that cost and slept the entire night!

They need to inform people about the parking issue!

a few weeks ago my 13, 000+ points from La Quinta's loyalty program inexplicably disappeared, just shortly after receiving my most recent statement. I emailed their customer service department and was told my points had expired, and that they would reinstate them only if i logged another stay at a La Quinta hotel. say what? No warnings of expiring points, etc. I emailed them back requesting that my points be reinstated. They claim my points were forfeited because i hadn't stayed there recently enough. This was their reply:

"Discussion Thread
------------------------------
---------------------------------
Response (Barbara) - 01/25/2011 12:41 PM
Dear jeremy wood,

Thank you for choosing La Quinta Inns & Suites for your hotel travel plans.

I am writing in response to your request to reinstate your forfeited points.

I do apologize once again but I am unable to return the forfeited points. Once you have completed a paid stay please notify me via this email and I would be happy to return the points to your account once the stay is verified.

I do hope that you will continue to use La Quinta in the future and I look forward to hearing from you again.

Please do not hesitate to contact La Quinta Returns at 1-800-Returns [protected]) or [protected], if you have further questions or concerns.

Sincerely,

Barbara Swim
La Quinta Returns

[---001:000895:18558---]"

completely absurd.

I'm 42yrs and have had only one composite/filling in my life. Since my visit to this Dental office I use to have all of my real teeth.

I've been in a temporary crown since 10/28/2009, temporary crown number three since 12/9/2009.

The first permanent crown was sent back for lab work to be redone, per the Dentist, lab work was poorly done.

The second permanent crown was sent back for lab work to be redone again, per the Dentist lab work not good.

I was told that the 2nd permanent crown would be back in a week since they were going to put a rush on it. A week went by, two weeks went by, I called this office and left messages. Nobody calls back, no follow-up.

3 weeks gone by, Finally someone from La Quinta Dental office calls me, but is only calling to confirm my kids appointments and mentions nothing about completing crown services.

I spent Thanksgiving & Christmas with a loose temporary crown. And yes, the dental office knew about the loose cap.

I did not return to complete the crown service with this Dental office. I've been waiting for a reimbursement since and it would take 5 to 10 business days.

Since January 13, 2010, I have not received any correspondence from either the Dental office or Bright Now Dental Corporate office regarding a reimbursement.

October 23rd, 09, hotel reservations was booked through the travel agent in my home town in the Caribbean. Upon arriving at the hotel early afternoon around 3pm, the front desk clerk asked me for my credit card. Then she asked if I am charging the room or paying cash. I told her cash and she asked to be excused and she went in the back office. Then a moment later, she returned my card not knowing she had already swiped my card without my authorization. Then she asked for the cash amounting for the 4 nights. I asked her for a receipt since I was payed cash and she told me i will get one upon checking out. I trusted her word to be honest from the very beginning of our transaction. On the 27th-10-09, I checked out obtaining the receipt and had seen 0 balance but I didn't see the fine print of my card being charged abd I was rushing that early morning to get to the airport. I went to the bank 5 days later to find out my card was charged plus the clerk took my cash and not even given me a receipt for it. I am dealing with the matter and legal action is being taken to put an end to fraud, unethical behaviour, stealing and racketering. This situation needs to stop now because people work very hard for their money and want to go somewhere where it is safe.

I have been working in the Hospitality industry for many years and NEVER in my career have I come across a property so poorly managed as this one. They do not honor reservations because they can not keep rooms maintained and cleaned, they treat their employees very poorly and are very discriminating. If you are not a young female you are not intelligent or capable. I have never seen anything so appaling as this manager. If you want a CLEAN and COMFORTABLE room for the night...go across the street to the Days Inn

Le Ann Wilson
907 Miles Avenue
Orofino, ID 83544

October 5, 2009

La Quinta Inns & Suites, Moscow
Jason J. Penkacik, General Manager
185 Warbonnet Drive
Moscow, ID 83843

Dear Mr. Penkacik:

On September 3, 2009, I made online hotel reservations for two Executive rooms, both with two queen-sized beds, at the La Quinta Inns & Suites, Moscow. The cost of rooms (defined as average rate) was $179.00, each. The “average” rate, by the way, must refer to the average rate for an overnight stay during a University of Idaho home football game weekend, as the La Quinta website currently indicates that the cost of a similar room is normally $89.00. The confirmation number for Room #1 was [protected]; the confirmation number for the second room was [protected]. The trip number was [protected]. I booked both rooms for one night, Saturday, October 3, 2009, and I guaranteed the reservation with an American Express card ending in 1013. Shortly after I’d completed the online reservation, I contacted the Moscow La Quinta Inn at [protected] to confirm the date and accommodations. I also received an email confirmation of my reservations.

One month later, on Friday, October 2, I once again contacted La Quinta Inn & Suites, Moscow, to make a final confirmation of our reservation and to provide an estimated time of arrival; 5:00 p.m. I was assured that both rooms would be waiting when my traveling companions and I got there the following afternoon.

On Saturday, October 3, the day of our much-anticipated stay at the La Quinta Inn, my husband, Stewart Wilson, and I transported nine, tenth-grade boys – members of Orofino High School’s top-notch Knowledge Bowl Team – from Orofino to Moscow, a distance of 80 miles, one way. Several of the students were fresh from a hard-fought soccer match. They were cold, damp, hungry and tired and looking forward to “crashing” once we arrived at the La Quinta Inn. Our plan was to allow the boys to relax for an hour or so before treating them to dinner and encouraging them to, later, take advantage of the La Quinta Inn’s indoor pool. We’d also made reservations to celebrate the team’s stellar success by spending part of the following day, Sunday, October 4, at Moscow’s Bumpers III Fun Center, located at 1884 Pullman Road, Moscow, not far from the hotel. I’d agreed to purchase a party package for $89.99 that would have covered the cost of the boys’ entertainment, including lunch and soft drinks. The boys were also looking forward to visiting the Palouse Mall.

Because of high, gusty winds and stormy weather, the trip from Orofino to Moscow took a little longer than usual, almost two hours, but we did arrive shortly after 5:00 p.m. The boys were relieved when we, at long last, made it to the La Quinta Inn. They gathered up their bags and backpacks and quickly scrambled out of the weather and into the warm, comfortable La Quinta Inn lobby. My husband and I brought up the rear, happy to finally reach our destination.

When I entered the lobby, the look on the front desk attendant’s face said it all; an alarming mix of dread and embarrassment. I approached the counter, gave her my name and told her that I’d reserved two rooms for that evening. She immediately began to apologize, saying that only one room was available and that the second room was occupied by “holdover guests.” This was the first time – ever -that I’d heard the term “holdover guests”, so I asked the front desk attendant to explain. She told me that the guests who’d stayed in one of our reserved (note the emphasis on “reserved”) rooms the previous night had refused to leave and since the hotel had already accepted payment (why?) for that night’s stay, the La Quinta Inn staff was powerless to make them leave. The front desk attendant, though, was eager to inform me that a staff member had taken the liberty of making reservations for us at a hotel in Colfax, Washington, a small, sleepy farming community located 20 miles west of Moscow. I most certainly did not consider this to be an acceptable alternative; not even close.

At this juncture, I’d like to acquaint the management and staff with three valuable new terms that appear to be missing from their corporate vocabulary; “reservation”, “customer service” and “positive public relations.”

Res-er-va-tion (r z r-v sh n) n:
5.
a. An arrangement by which accommodations are secured in advance, as in a hotel (hey, like the La
Quinta Inn & Suites, Moscow!) or on an airplane.
b. The accommodations so secured.
c. The record or promise of such an arrangement.

Usage: “Do not make a reservation at a La Quinta Inn & Suites. The company does not honor their promises.”

Cus-tom-er (kŭs'tə-mər) ser-vice (sûr v s) n:

1.
a. A company’s customer care activities that support its consumers both before and after the purchase
or use of a service.

Usage: “The staff and management of La Quinta Inn & Suites definitely have a lot to learn about customer service.”

Pos-i-tive (pŏz'ĭ-tĭv) adj. pub-lic (p b l k) adj. re-la-tions (r -l sh ns) n.

1.
a. A company or agency’s constructive, beneficial and practical relationships with its employees,
customers, investors, and /or the general public.

Usage: “Based on Le Ann’s recent, short-lived visit to the La Quinta Inn & Suites, Moscow, she’s convinced that the company doesn’t care much about fostering positive public relations.”
Angry, annoyed and thoroughly disgusted, I sunk down in a wing chair and began to call hotels in the Lewiston, Idaho – Clarkston, Washington vicinity, twin cities located approximately 28 miles south of Moscow. On my third try, I located two available suites at Clarkston’s Quality Inn, a lovely hotel and convention center on the banks of the Snake River. Meanwhile, Stewart rounded up the exhausted team members and explained the situation. While I desperately dialed telephone numbers, the disappointed boys shuffled back to our vehicle and readied themselves for another long, tiresome trip.

Let’s Play La Quinta Q & A!

Q: Why do consumers make hotel reservations well in advance of their stays?

A: To make sure that their rooms will be ready and available when they arrive. Reservations provide peace of mind to consumers – when they’re honored.

Q: Does the La Quinta Inn & Suites, Moscow, honor reservations?

A:

Because the boys, my husband and I were ousted from one of our reserved (note the emphasis on “reserved”) rooms, we were also forced to scrap our plan to celebrate the team’s success at Bumpers III in Moscow. As we made our way to the Quality Inn, the boys settled on the idea of going to a movie at Lewiston’s Village Centre Cinema in lieu of their ruined visit to Bumpers III. The cost of nine tickets for the Sunday, October 4, 12:00 showing of “The Invention of Lying”, and two tickets for the 12:30 showing of “Surrogates” came to $71.50 (11 @ $6.50/each), plus an additional $61.50 for popcorn and sodas, a total of $133.00. Going to the movies, though, unlike the party package at Bumpers III, didn’t include lunch, so following the flicks I paid an additional $134.38 for eleven meals at the Lewiston IHOP. The difference between what I intended to spend for lunch and entertainment, $115.39 ($89.99 plus .06% Idaho State sales tax = $95.39, plus $20.00 gratuity) and what I actually spent due to the La Quinta Inn and Suites’ deplorable and ridiculous “holdover guest” policy, $267.38, is $151.99. I did, however, recoup part of the cost, $90.00, by upgrading to two much nicer suites at the Quality Inn, leaving a balance of just $61.99. Oh, before you write the check, I’d also like to be compensated for 1) the gasoline that we wasted traveling from Lewiston to Moscow and back again, $9.42 (3.5 gallons of gas at $2.69 per gallons burned because of 56 miles of unnecessary driving) and 2) the emotional distress caused by the La Quinta Inn & Suites’ overt, despicable and incomprehensible aversion to honoring long-standing room reservations. Your policies are a callous slap in the face to trusting consumers. For the Knowledge Bowl Team’s, my husband’s and my inconvenience and agitation, I’d like to receive an additional $200.00 in compensation. The grand total? $271.41. Please make the check or money order payable to “Orofino High School Knowledge Bowl Program.”
As a Public Affairs Assistant, with over 25 years of experience working for the federal government, specifically, the Department of Defense and the Department of Agriculture, and an active member of the North Central Idaho Travel Association, I am appalled by La Quinta Inn & Suites’ disregard for their clientele. I’d strongly encourage your company to rethink La Quinta Inn & Suites’ outrageous “holdover guest” policy. Perhaps you should consider putting people, professionalism and positive public relations before corporate greed and insensitivity or unregulated franchise funny-business. The words “cheap” and “tacky” immediately spring to mind.

Needless to say, I don’t intend to darken the doorstep of the La Quinta Inn & Suites, Moscow, ever again, nor will I recommend the hotel to my friends, family or colleagues.

Like the boys said, you should change the names of your chain to “La Quit Ya’” Inns, because the hotels’ management thoughtlessly neglects and abandons their patrons.

Sincerely,

Le Ann Wilson, for
Stewart Wilson, Hayden George, Cody Harris, Austin Hengen, Drake Hernandez, Dusty Kellar, Corey Kleer-Larson, Jovi-Jon Malana, Kyle Peterson and Karl Vaage

cc:

Teresa Ferguson
Director Communications & Public Relations
LQ Management L.L.C.
teresa.[protected]@laquinta.com

North Central Idaho Travel Association
P.O. Box 2018
Lewiston, ID 83501

Moscow Chamber of Commerce
411 South Main Street
Moscow, ID 83543

I made a reservation for 3 nights at a La Quinta Inn. When I arrived the following day, the front desk said that my reservation wasn't in their computer, but they could give me a room at a much higher rate. I suggested that La Quinta had made a mistake, They rudely informed me that La Quinta doesn't make mistakes. Rather than being pressured into paying the higher rate, I went somewhere else. Later I found out that they had billed my credit card anyway for the reservation they claimed they didn't have. Stay away from this Inn.

What ever happened to the customer is always right? I recently stayed at the Laquinta in of Crossville and was very disappointed. The indian lady who waited on me was not very professional and or friendly to me or anyone in my party. I had been quoted a rate only to arrive at this hotel and find out that they had increased it by 10 dollars, had me booked into a king room after I had specifically asked for a double due to the amount of people in my party and then wanted to charge me 10 dollars for a rollaway after it was their mistake I had the wrong type room. I couldn't believe the way she talked to me in front of the other people waiting to check in. I will never return to this hotel and do not recommend this hotel to anyone... She was more worried about making that 10 dollars back then keeping a customer. So if your thinking about staying in Crossville Tennessee think twice before booking at laquinta unless you want to deal with the rudeness of someone who is obviously hurting for money more than the rest of us.

I feel compelled to write this letter to you regarding an incident at the La Quinta Inn San Diego Mission Valley hotel located at 641 Camino Del Rio South San Diego, CA 92108.

My husband & I stayed at that location on Saturday night, January 27, 2007. We drove there from Los Angeles and checked into the room late in the afternoon. When we left the room for dinner, I placed our camera on the seat of a chair that was provided for the desk in the room and covered it with my jacket. On Sunday, January 28, 2007 near noon, we returned from church and began to gather our belongings to return home. The maid entered the room and I told her that we would be leaving in just a few minutes. So we gathered our things hastily and left. The next afternoon, on Monday, January 29, 2007, I realized that I had left my very expensive Konica digital camera and case (paid over $1000) in the room, on the seat of the chair pushed into the desk. My husband called immediately, and spoke with “Carlos” who said he would check the room. I called him back after 15 minutes. After several calls to that hotel, we were told that there was no camera in that room and that no one had turned it into the office. Carlos then had “Susana” from housekeeping call us. She said that she had someone search the room very thoroughly and that there was no camera. I told her that she needed to pull the chair away from the desk and the camera would be there. She agreed to check it out but we never heard back from her again. I can’t express to you how upset we are that our camera was taken from the room and not turned in. We believe that an employee has our camera!