La Quinta Inn & Suites by Wyndham Oakland - Hayward — Hotel in Hayward

RIHAN, I’m escalating this to corporate. You haven’t heard the last of me.

Initial check in smooth. Front desk and even who I think may have been the gm was great too, polite and attentive.

Our issue began when the next front desk person came in the evening. I think his name is Rihan.

By 6pm, my kids are still in the pool, and the rest of my family members who were going to be staying with us had arrived by that time. The pool was full with us, and about 2 other families with kids as well. No issue for me, all the kids were having a blast.

The evening front desk person comes out to the pool to walk by, circles the pool and doesn’t greet anyone or anything. My sister asks for extra towels when he passes, and he nods his head and continues to walk by. About five minutes later he comes back out again with a paper and pen and comes straight to our group and asks what room we’re from. I tell him and ask if there’s an issue and he says guests of residents are not allowed. I then tell him no, we’re all from the same room so we’re all residents. Honestly, I knew we were probably over the limit for people to a room, but we’re locals, it was a super hot day, so we decided to book a hotel room with a pool so we can cool our kids off. We weren’t even planning on spending the night, just wanted the pool.

The guy had an issue with that and just had the worst attitude towards us. In addition to that, I never seen him walk over to any of the other families who also had plenty of people with them, and ask them what room they were from.

He and I get into a heated conversation and it ends with he will be calling the police. I tell him I’ll be right here at the pool waiting. About 45 minutes or so later, a security guard comes out and asks me to go to the front desk. I come, with my sister and my husband. I get to the front desk, and he immediately apologizes and says we may have gotten off on the wrong foot. He wants to start over. Ok, we do that. I let him talk without me interrupting and hear his side out and let him explain what issues there are.

He explains to me there are two issues he has. The amount of guests to one room is over the limit, and anyone who is not a resident cannot use the pool.

He also says there have been complaints from other residents, not of noise but just that they’ve never seen us before. Wild right? New faces at a hotel? Unheard of!

I proceed to tell him that I wasn’t aware there was a limit for people to a room, it wasn’t explained at check in, and if I had known I wouldn’t have booked a room here because the only reason we booked was to use the pool.

I ask so what’s next? Because we’re going to continue to use the pool. By this time it was about 8:30pm, and only another hour and a half of pool time left. The pool closes at 10pm. I tell him we’re residents for the night and the pool is one of the amenities we’re allowed to use, so we’re going to use it. He doesn’t like that. I try to reason with him, that’s it’s just kids in the pool trying to have a good time. They’re not causing any trouble with anyone and to please just let them be. He says again he will call the police. I stay at the front desk while he calls them.

Police are on their way. They don’t come until about 9:20pm of course because it wasn’t an emergency. I wait at the pool while they go and speak with front desk. They then come outside to speak with us, and at already 9:30, everyone was already out of the pool and wrapping it up.

They hear our side of the story and that’s it. They tell us to have a good night. We’re done with the pool, all my kids got to swim after all, we left on time, and left no mess.

So what was the point of calling the police? Thanks for wasting tax payer dollars to have the police just come out and greet us.

Evening experience was horrible. We really felt singled out when he automatically just came to us with the pool issue and completely ignored the fact there were two other families with a large number of people with them as well.

Terrible customer service. Do...

Pre-check in experience: even with room available, I was rudely denied early check-in. The website offers early check-in for $30. Was told to come back after 3 when she was gone

Check in: confirmed with staff that there were rooms available for early check-in. I explained I sat from 11AM to 3PM waiting for check in. Supervisor told me he didn’t believe me. Hes never had a complaint on her. He didn’t see me sitting there next to their office door. Front desk backed me up and told him he saw me when he started work.

In room issue: TV stopped working. I have loud, crying room neighbors, I need to drown out their noise. I called front desk and she told me to unplug the wire that’s coming out of the tv into the wall. Told her it’s an HDMI issue not a wall wire issue. Told me no one could fix it she’ll leave a note.

Follow up with TV: after a day out and returning late from a concert, I went to the front desk about my TV. She calls me up to the counter and proceeds to speak Tagalog to me. I explained I’m not Filipino. She became harsh and spoke to me rudely. Mind you, I only said one sentence to her. “I’m not Filipino.” She then said I was being rude and mean to her. I was told again no one to fix me TV. She’ll leave a note.

Scared in the morning: my friend was showering when I was playing on the phone. At first I thought she was coming out of the shower. It was our front door. A big man without any indication that he works for the hotel opened our door. No name tags. No work logo shirt. Nothing. He was also aggressive about coming into our room.

We left for the day and attend another event. As I’m waiting for the event I check social media and find out, a friend who is also staying at the hotel went through the same situation.

Reporting the concern: employee at front desk said he’s never heard of a bad experience with the maintenance. I explained how scary it was a big guy just coming in unannounced. I’m beginning to see a pattern when reporting employees’ behaviour.

So, we check out 2 nights early. After speaking with the young man, we packed up and check out. After giving him my keycard, he said I’ll get my invoice in the email. I didn’t think anything of it.

Come to find out, I was never checked out. So we reported to the credit card company. Credit card company said hotel was disputing it.

I have social media screen shots. We got our refund and the hotel tried to call almost everyday for a bit. They finally gave up.

Now...

Okay bear with me, as this is a long one lol, starting with: I was in the pool visiting my friend, and another family was also in the pool/hot tub, just hanging out and chatting. One of them had biked over, and brought their bike just inside the pool area by the gate, because the hotel has no bike racks. The general manager stormed out with an attitude, and when the kid said he'd just move the bike, the manager gave him more attitude and barked at him to get out. Now, the kid did get (rightfully) mad, and ranted a little too loudly about how the manager could've just asked politely, to which the manager responded by coming back out and kicking the ENTIRE FAMILY out of the pool, stating that guests "are only allowed in the lobby, no where else, if you want to visit someone staying here they meet you in the lobby and you sit there together". First of all, that's a ridiculous rule, and second, the front desk lady specifically told me (and them!) that guests were fine to swim in the pool together as long as the person booked into the hotel was with them.

On top of that, the building had been under construction for at least a year, with absolutely nothing to show for it. The parking lot is old and cracked, with parts of it literally squishing under my feet as I walked, the couch in the room had no cushions and was therefore very uncomfortable, the shower stall sliding door was broken and instead of fixing it they just put a badly hung curtain that didn't even touch the floor, and the worst is there's a broken down, old car just sitting in one of the only handicap parking spots on the premises that 1. doesn't have a parking pass, 2. doesn't have a handicap placard or plate, 3. was last registered in 2014, and 4. has been sitting there long enough to be COVERED in spider webs. When I tried to complain, I was told "oh yeah we don't know who that belongs to" and that they "couldn't move it, there's other handicap spots around so just park there". Meanwhile, one of the only other handicap spots WAS TAKEN BY THE GENERAL MANAGER, also without a placard or plate. Never coming back, and telling every single one of my friends and family to do that same. Disgusting behavior, disgusting rooms, and honestly the pool was pretty dirty too. Do yourself a favor and find anywhere...