La Quinta Inn & Suites by Wyndham Carlsbad - Legoland Area — Hotel in Carlsbad

My niece was getting married about 5 minutes from this hotel so I booked this room a month or so in advance because I was told rooms booked up fast in this area. We were traveling from LA so of course, traffic was bad and arrived about 2 hours before the start of the wedding. The goal was a quick shower, get dressed and leave. We arrived, went through the usual checkin process and arrived at our room. When we entered, the room looked slightly dated but at first glance, ok enough to just sleep after the wedding. I walked from the main entrance to the room where there was a bunk bed set up as well as a fridge and second restroom. As the walked in, something caught my attention off in the corner. My eyes were still adjusting to the dark room after coming from the bright outdoors so, it took a moment for me to realize what I was seeing. Just above the top bunk bed, on the wall, I noticed something small and appeared to be crawling. I went to get a closer look but when I got close enough, whatever it was, ran off behind the curtain. I backed away from the area and turned off to my right and noticed something else on the wall across the room. I got closer and saw that it was a full sized roach. At this point, my eyes were full adjusted. This is when I noticed another roach crawling on the ceiling above me. As I continued to look around the room, I saw several roaches on and around the refrigerator. This was my queue to move my luggage out and go down to the lobby to let the front desk know what had just happened. I apologized to the manager Kevin, and told him there was no way I could stay at this place after seeing that. Kevin apologized, said he understood and would be giving me a full refund. Rather than press the issue, I agreed to this but would need help finding a room last minute. He called a neighboring hotel and they were able to accommodate although it was over $100 more. Being that the wedding was happening in about an hour at that time, I just accepted it and paid for the other hotel.

Fast forward - Today is Monday after the long wedding weekend. I started going through the events of the weekend and decided to check that my refund went through successfully. It seems that I did receive a refund for one of the 2 days I had originally booked the room for. At that point, I was livid considering I could’ve made this a much bigger issue for this hotel staff but didn’t want to make a scene in front of the other guests. I called to speak with someone about this but was immediately placed on hold for 20 minutes, only to hang up as I couldn’t wait any longer. I called back about 45 minutes later and was again asked to hold. I explained that I’d called earlier only to be left on hold for an extended period and had to hang up. Priana said she was helping a guest and would get back to me shortly. About 5-10 minutes later she returned. I ask if she could please confirm my refund. She says it appeared that the Manager Kevin, only gave me a refund for 1 of the 2 days. As you can imagine, my blood was boiling and so, I asked to speak with Kevin. I was told that he wasn’t in. I asked what his schedule was so I could call back to speak with him but was told that he doesn’t hold a regular schedule as he manages a couple of the properties. I asked I I could speak to another manager. I was again place on hold. When Priana returned, she stated that the front desk person above her whose name is Nancy, advised her that there wasn’t anything she could do either as she doesn’t handle refunds. So, in the end, I am left with trying to call until I can get Kevin on the phone to correct my refund. I had no intention of leaving a review as this is out of character for me but, I feel that if this is my experience with La Quinta Inn Suites Carlsbad at 760 Macadamia Dr in Carlsbad, then this could happen to someone else. I will continue to battle for my refund and will escalate this to corporate and local news channels. I just don’t think this is right and won’t allow myself to be taken...

A total dump and the worst customer service skills as well as attitudes. I booked a room and showed up Around 7 PM to check in and was presented with a nightmare. First of all the most unprofessional person ever was running the front desk and clearly was a bigot because I had shown up with the reservation under my name and I handed the woman both my husband's and my ID after waiting 30 mins because she said that my reservation wasn't showing in the system even though it clearly was showing on both the third-party app I booked it on and the Wyndham app as well as I use corporate booking that allows me to get my rewards from Wyndham. I assume she's a bigot as my husband and I are gay and when she saw the other ID and asked why I handed it to her I explained he was my husband and was at the store and was picking up food and would be there shortly and she gave me the dirtiest look ever and says "your husband?!". She then proceeds to call her GM and informs him I handed her 2 IDs and hands me the phone. What happened next was atrocious. Their pathetic excuse of a GM tells me on the phone that I was flagged in the system for Identity fraud or something along those lines for handing them both our ID cards. My jaw hit the floor and before I could say anything he said that I would not be allowed to check in and that I needed to stay somewhere else. It's my understanding that any and every Hotel that's respectable wants every guest who's over 18 to be identified. So I made the comment that I was to be left outside in Carlsbad overnight with nowhere to stay as I had spent my available funds on their reservation and my husband and our ADA dog were to be left outside as well and he snapped at me and replied there's 3 other hotels in the area. Now here's the catch, the Best Western across the street is owned and managed by the same person as the LA quinta. I had a few colorful words for her and her boss and slammed the phone down and walked out. The Motel 6 down the street may have less amenities and are basic rooms but they will treat you much better attitudes than these trolls and luckily I had the deposit I was gonna pay at LA Quinta on my card still and was able to book a room there. I've already filed a complaint with the state franchise board about the franchise infringement they are involved in and suspected price gouging since they own two competing hotel chains as well as filed a complaint with the ACLU for the bigotry I experienced. This place is garbage, the staff is garbage and I'm more than sure they won't be in business for too much longer with the way they treat people. Also Wyndham corporate was of no help either offering no resolution. Their GM is a coward and hides behind his phone and his trolls he calls employees. Do yourself a favor and avoid this place and the BW across the street and if you can afford u go to the holiday express down the street or even the motel 6 if you don't require extra amenities as they will treat you with more respect and clearly have customer service skills and professional attitudes. I will never stay at a Wyndham property again in my lifetime. It's no wonder Choice Hotels is superior and puts...

I try to see the positive in all situations but I’m really having to dig deep to find something good to say about our stay at this particular property. First of all, when we arrived in the evening we were given two keys cards to our room, neither of which worked. We tried multiple times so I thought it was just me having issues, but then we noticed the people staying two doors down were struggling as well. I called the front desk and he said he would be right up. 20 minutes later, he still wasn’t there. I gave him the benefit of the doubt that he was just busy with other customers. I called him again and he seemed irritated that I was calling. We just wanted into our room. :) About 10 minutes later he came and got us in. He explained that the battery in the lock must be dying but it should work. Later that night I needed to run down to my vehicle to grab something. I brought both keys just in case. Sure enough. When I got back to the room the key would not work. (Thankfully my daughter was in the room and let me in) I called front desk and he said he would send maintenance up in the morning when they arrived between 8:15 and 8:30. Perfect! The following morning close to 10:00 maintenance had still not showed up. We were trying to leave for the beach. I had to call the front desk 2 more times just to get someone to come do whatever they needed to do so that we wouldn’t have to worry about our keys not working later on. Once he arrived he was very kind, he explained they were switching out the system and some were just not working properly. Okay, I get that. Upon check out, Kevin (the “manager”) asked how our stay was - I was honest, the room was fine but it was really quite a bummer to have to waste a good chunk of our morning waiting for maintenance to come fix our lock. I do realize I could have left but I really didn’t want to “bug” them later if I couldn’t get in. Kevin apologized and offered a credit for the inconvenience. This was super nice. Well… we are almost a month out, 3 calls and still no credit. It’s not even about the $ at this point. It’s about the integrity and the quality of customer service. The girl who answers the phone won’t ever let me directly speak to Kevin if she is there. The one time I did talk to him was because he answered the phone and he said he never got my message. The other two times he was either “on the other line” or “in a meeting” and “would call back”. Neither time did he return my call. And I have yet to receive any type of credit. Hopefully they can get things figured out over there, maybe find a front desk staff who wants to do their job and not make customers feel like they are a burden to them. It’s your job, you’re literally in hospitality. Haha We will see if I ever get my credit. As far as the rooms go- super gross floors- would recommend wearing socks/shoes. The property was pretty and it’s a fairly close drive to the beach. I’d stay somewhere else next time though- wouldn’t want to bother these...