La Quinta Inn & Suites by Wyndham Miami Airport West — Hotel in Doral

This has been the worst experience ever that I have had with a hotel. There is a sticker on the mirror that states “if you are staying longer than one night you will get room service every 3 days”. Which is fine but I have been in my room for 4-5 days and had to keep calling numerous times to get the room cleaned and linens switched. Down here on a business trip and I have seen numerous people staying here who have had surgery. Ended up taking all the bedding of the beds and taking all the towels and the bags of trash and putting everything in the hallway. After numerous times of calling and asking when we are going to get room service they finally came. When they did come they didn’t knock and just walked in. I’m standing here in my room naked at the time getting dressed so that was nice. Then I have to call back and say “yes, housekeeping came up to my room but I was in the middle of getting dressed but they can come in now” the lady on the phone says “ok I’ll let them know and see if they come back”. They eventually come back and while they’re in the middle of cleaning they notice there’s no sheets on the bed. So keep in mind that they took no sheets off of our beds. They ask where the sheets are and we tell them that we took them off earlier and set them in the hallway and they were picked up hours ago by other housekeeping. They say ok and proceed to clean the room and make the beds. Never stocked the bathroom with toilet paper. I lay down to take a nap and my coworker answers the phone and the staff tells her that we need to come sign some papers stating that someone had surgery. I call back down to ask what’s going on and I am told that there was damages to the room and they’re going to call the police to have us removed. So I tell them that I would like to see proof of the damages. A lady calls back moments later and states that she is the general manager but won’t state her name. She proceeds to tell me that she doesn’t have to show me proof of the damages and I know what I have done and I must like to lie. She then says she will be down to my room the following day to do a thorough inspection and if she sees any damages then I will have to pay the damages fee and leave the hotel. I have never been treated this way by hotel staff before and it’s insane. How are they going to blame me for something I didn’t do when they didn’t physically take the bedding off themselves....

To say that I have received the worst customer service experience in my life at this La Quinta is an understatement. I had a reservation for May 6th for two units each with a king sized bed and a sofa. I arrived at 3pm, as your check in time stated everywhere.

First of all, your employee Franco has the worst customer service skills I have ever seen. He was already dealing with people that were complaining also and was short and rude with them as well. To begin, Instead of two rooms, as I had already paid for, he was only able to give us one room and we were supposed to come back for the other room later in “15 minutes.” My brother went back after an hour and it still was not ready and my mother was waiting to be able to rest after a long trip from Tampa. When we got to the first room, the room did not have a sofa. It was a recliner. We went back to the reception once again at 5:30 to get our second room. Your most ill-tempered and disrespectful employee was there, her name is De la Rosa. That’s all the Information she gave us. She asked for my ID again, since I had already checked in, I didn’t think that was necessary. After waiting 2 and 1/2 hours for our room, she made me go back upstairs to get my ID. I told her and I quote “I hope that when I come back you have the room that was supposed to be ready more than two hours ago.” She immediately accused me of being disrespectful by saying “you don’t have to be disrespectful towards me.” She very quickly escalated things accusing me that I was being rude and RAISED HER VOICE at me explaining to me why my tone was disrespectful. I came back down and she continued with the bad attitude and told me she was refusing to give me the room because of how I was speaking to her. First of all, I never once cussed or insulted her throughout our entire initial conversation. She continuously talked back to me over and over again arguing with me instead of attempting to de-escalate the situation. As a customer I do not care what her opinion is on why or why not I was being disrespectful nor do I aim to argue back and forth with employees what I care about is the resolution of mistakes that were made by employees of the hotel and someone who argues with customers concerning semantics should be fired...

I booked 2 rooms for 1 night each plus 6 nights of parking through park/sleep/fly program which we had done without any issues on 2 previous trips (different hotel and city). Over 24 hours prior to checkin, I realized we would not make our reservation in time as we ran into travel issues. I read the program cancellation policy and the hotel cancellation policy and followed both. I called the hotel property and was assured that I would have 0 charges for either room as I was cancelling over 24 hours in advance. I obtained a cancellation confirmation # and provided this to park/sleep/fly and was refunded my deposit the next day. As I was on my cruise, I noticed 2 charges from LaQuinta for what was supposed to have been the balance due for each room. I immediately called and was told that I had made a second reservation which I “wasn’t aware of” and didn’t cancel it. She then transferred me from her dept. (reservations) to the hotel front desk where I was told that I “no called no showed” and that is why I was charged. I asked to speak with management and was told to call back the next day, which I did. Initially, I was hung up on and then called back. Upon speaking to the manager, I was told that she did see that I cancelled but did not cancel within 24 hours and so was changed for a no call no show. I advised that I cancelled well over 24 hours prior to the reservation and again was told I cancelled at 5am the day of. I have proof that it was cancelled at 8:47 am on the 27th (reservation was for the 29th). The manager told me she was going to investigate with the reservations department and call me back that day. It is now 4 days later and I have yet to receive a return call. I have filed a dispute with my bank and will NEVER stay at a LaQuinta again and discourage anyone who chooses to do so to think twice as this company does not follow their own policies and lies to the consumer. Very very...