La Quinta Inn & Suites by Wyndham Elk City — Hotel in Elk City

(TLDR): Hotel allowed a stranger to assume my identity and check into the hotel using my reservation. Staff initially told me it was my problem because I booked through a 3rd party. Then staff refused to provide written documentation of what happened. No manager on site. Had to find different accommodations for the night after spending an hour trying to figure out what was going on. Hotel has refused to compensate me for the trouble and has still not issued the refund they promised.

On March 11th, 2022, I arrived at this La Quinta to check-in to a reservation I had paid for with United Airlines miles. The receptionist claimed that she could “see” my reservation, but the system would not allow her to “click on it”. Then she told me the problem was due to me booking through a third party and that it was my responsibility to call the third party and resolve the issue. So, I called the third party and waited on hold until a second receptionist sheepishly told me that they had “made a boo-boo”. It turns out that the problem with my reservation had nothing to do with me booking through a third party. What had really happened was that they had allowed someone else to assume my identity and check into the hotel as me under my reservation. I guess they aren’t checking IDs at this hotel?

The receptionists then tried to resolve the issue by finding the person who had assumed my identity. I got the impression that the person was in the hotel room, but that they were not allowing staff to enter. While all this happened, I watched another hotel guest come back to the front desk because the receptionists had mistakenly given him the key to a room that was already occupied by someone else. Clearly, things had become dangerously sloppy.

I asked the receptionists to provide me with written documentation of what had occurred in case I suffered identify theft because of their actions. They were reluctant to do so. Eventually, one of the receptionists dashed out a handwritten note that said, “Reservation is being cancelled do [sic] to a room reservation issue”. When I asked for an accurate account of what had actually happened, she flatly refused to do so and told me that the manager was not on site so there was no one else there to address my concerns.

I asked her what they could do to make the situation right. At this point, I had been held up in the lobby for fifty minutes. The receptionist told me that they would cancel and refund my initial reservation and that I needed to give them my credit card to make a new reservation at full price. After everything I had witnessed, there was no way was I giving them my credit card to pay for a second room. I went to the nearby Sleep Inn and checked into a room with no hassle. I recommend others do the same and avoid the circus at this La Quinta.

The receptionists kept telling me that no one could help me except a manager, so I called the manager, Charles Campbell, once he came back into work on Monday. He agreed that what happened wasn’t right and passed me onto the supervisor, Keith Patel. Keith called me the next day and proceeded to tell that there was nothing he could do because I had booked through a third party. He even went as far as to say he wishes his La Quinta didn’t allow third party booking. Obviously, as the supervisor of this hotel, Keith could have done something (and he still could). Instead, he kept repeating the same meandering excuse about booking through third parties, which didn’t have anything to do with the trouble I experienced. Don’t expect this La Quinta to honor your time, money, or safety, and don’t expect them to try to remedy a situation once they’ve messed it up.

Oh yeah, and I still haven’t received a refund for the reservation they gave away to someone else. There’s a lot of hotels on the I-40. Don’t risk it with this La Quinta. It’s not worth...

The room was pretty big and reasonably clean. However...||||- The front desk was all business. Not a nice word to say, but plenty of paperwork. Yup, they're asking for signatures, initials, handwritten vehicle details, as if it were the 70's.||- I noticed a smell when I got into the room, but was tired and had a lot left to do that day, so I cracked a window hoping to air things out, and went out to get that stuff done. I should have asked for another room immediately because...||- When I got back things had aired out a bit and I was really beat, so I closed the window and went to bed. The first thing I woke up to was that smell. So on the way out I said something at the front desk, and got the weirdest response. "What sorta smell?", she said. "I dunno, maybe a cigar?", I said. "Well we better hope not, 'cause we have a policy....", she said. Apparently, he who smelt it, dealt it? I suggested again that they do something about it and left. If I get a cleaning bill just for reporting the issue, I'm going to be very upset.||- Also there was a lot of creapy old flourescent retrofit lighting in the room, the kind that flickers its way on. That should have been converted to LED years ago.||||The next night I stayed with a different chain, and found a sign in the room that reads "Smoking or vaping in this room will result in a $250 cleaning fee." I have no problem with that, as I don't do either. However it did make me realize that the odor I chose to tolerate the night before might have been. Tobacco with some sort of underlying fruitiness - it was probably some jerk with a vape. What I can't fathom is why the hotel didn't do...

Will start off by saying we ALWAYS stay at this hotel while in Elk City, Ok. Asked for a late check out, gentleman at the front desk yelled at me stating "we can NOT do that because we are FULL". Mind you, this was for a Sunday morning checkout and knowing everybody else in the hotel was checking out also as majority was there for a baseball tournament. Saturday night we let our boys swim, after playing in an extremely HOT baseball tournament all day, and had pizza and cupcakes by the pool to celebrate 1 of the boys birthday. Started pouring rain on us, we moved inside to the lobby. 1 lady from up front was very nice, turned on the lights for us and gave us plates and napkins. 10 mins after being in the lobby, the other lady that was sitting up front came and told us we had 15 minutes until she turns the lights out and we needed to go to our rooms. 2 other teams came into the hotel to check in, their parents and coaches went over to the bar area and starting having drinks. That same rude old lady at the front desk came back to us, turned off the lights and told us we had to leave. All of our parents went to our rooms. I called down to the front desk to ask for that late check out and could still hear those parents down there. I personally went down there and those same parents were still at the bar area having drinks. Not sure why they were allowed to stay and all us other parents had to leave. Sad to say, but I highly doubt anyone from our whole team wll stay at this specific hotel ever again due to that 1 specific rude...