La Quinta Inn & Suites by Wyndham Irvine Spectrum — Hotel in Irvine

Stayed here on Tuesday, May 14th on the third floor. I don't usually write reviews, but I felt compelled to share my recent experience. I have stayed at this hotel over 50 times over the last 10 years. It used to be my favorite spot, up until Frankie took over as the new manager around late 2023. Since then the prices have increased, the quality and cleanliness and attentiveness to everything actually working in the rooms has decreased.

During my stay on this day, I booked a room and checked in with the front desk. I was very clear that I wanted a large room, inside the historic building which I have always been used to staying in in the past. I am gold member according to the la quinta website because of how many times I've stayed at this hotel in the past. They put me into one of their tiny rooms inside historic building which I paid $140 for. I tried to suck it up and not make a fuss about it.. Then, I realized the room has a very persistent moldy damp smell to it that wouldnt go away after i opened the window to try to air it out. The AC unit had the filter completely missing in it.. The showerhead in the bathroom barely had any water pressure it was almost dripping it was so low and slow. There was no bodywash in the empty refillable on wall container. I ended up going to the office and telling them all of this, on top of asking them why they put me into a smaller room when I specifically asked for tje bigger room. They did change my room, but once again they put me into the tiny quarter sized rooms of what I expected to be placed in. I made due and spent the night there.

The next morning I overslept and my alarm did not go off because my phone was dead and i forgot to plug it in. At exactly noon, I had a girl from the front come to the door and let me know check out is at 11am, and I apologized and let her know that I overslept and I was planning on staying one more night, and that I will go down to the office to extend shortly. she seemed to be understanding, and told me it was no problem.

At exactly 12:25 I had another knock on the door, this time is was the African American manager Frankie. I was brushing my teeth shirtless, and came and opened the door. As soon as I opened it he says "Check out was at 11am, I need this room because you should have been gone already." I once again tried to apologize, and explain to him what I just told the girl 23 minutes ago. He told me that "By 12:30 if the room is not sold he loses a sale, and he needs me out of it right now." I once again tried to reiterate that I was planning to go down and get one more night, and asked him why he was being so agressive. Then, Frankie proceeded to put his hand on my door, pushed it open, and said he is going to wait until I finish packing my stuff and leave. At this point I once again asked him why he is being so aggressive, he stared at me evil-eyed, soo I just said okay, I will pack my stuff within 5 minutes and leave.

I proceeded to pack up, and stop by the office and get the information for the property manager and also ask them how I could reach corporate, because I did not think this type of behavior is acceptable nor should it be permitted.

As I've stated before, I used to stay st this property a few times a month, until they increased their prices and Frankie took over as the manager. I also remember from the past, that whenever I would check in with Frankie, he would never smile and always seemed like he had some kind of a problem with me either because of my skin color being white.. or I dont know what else his problem could be with me.. I drive a newer Cadillac Escalade esv and have plenty of money, but have zero tolerance for abusive/racist behavior and being treated like trash for absolutely no reason.

Save your money and stay elsewhere, the rooms will be better and the managers will never be as vile to you for no reason as...

This hotel stay was one of the worst experiences I’ve ever had at a hotel. We were set to check in on Friday, April 25th. We got to the hotel around 7 PM checked in. We booked a room that had two beds and a pullout couch for my family of six, when we got to our room I discovered there was mold all over the bathroom walls so I called to be switched to a different room and the only room they had available was a room with two beds which was clearly too small for six people. They offered us an additional room at 50% off, but why should we have to pay extra for something that was completely their fault. The first night of our stay, my husband and my son had to sleep on the floor and we were told the next morning to go to the front desk and be able to switch to the room like the one we booked. On Saturday morning, I was told by the front desk staff that there was no rooms available like the one I had originally booked all weekend. I kept asking to speak with a manager. They kept telling me the manager wasn’t in that he wouldn’t be around till 2 PM so I waited until 2 PM and I came back then I was told the manager would not be in until Monday. They offered to refund me for one night And later on that day I would be able to switch to a room like I originally booked with the two beds and pullout couch. Even though earlier that morning, I was told there would be no rooms available like the one I booked. I asked if we would be able to get the room next to us additionally to the room we were put in. Because they wanted us to be in a room next to the train. They weren’t happy about it but they allowed it for that night but they told me on Sunday, I would need to switch to a room like the one I booked even though multiple people at the front desk told me they didn’t have any of those room rooms available all weekend so how do they magically keep becoming available after I’m told they weren’t available. I asked instead of us moving and being inconvenienced again like we had been our whole trip if we could just stay put for our last night. They said they would allow it for that one last night as if I was inconveniencing them. Monday morning was our checkout date so I checked out at 11 AM once again I asked to speak with the manager. The guy at the front desk told me the manager wouldn’t be in until 12 so I waited until 12 and I came back to the front desk and the guy told me the manager still wasn’t in and he wouldn’t be there till afternoon. About a minute after I walked out of the front lobby, my husband went in the front lobby to see if we can get the number for somebody higher up to speak with, and my husband asked for the manager and they said he would be right with him. The manager, Chris was extremely helpful. He did not question once or give any excuse to how awful his staff was and how everything that happened was clearly not our fault. The room that we were given, when we got there on Friday should not have ever been able for anyone to check into, the mold had clearly been there for a while and just because our room had mold, we were forced to move to a smaller room and ever since then the whole trip was awful The staff was making it seem like I was inconveniencing them. I was only refunded for two nights after speaking with the manager. I should’ve been refunded my whole entire trip since everything that took place was 100% not our fault. The only good thing about this hotel was the manager, Chris. He was understanding and he agreed that this was not our fault. He took accountability for his staff. It’s unfortunate that I had to wait till the complete end of our stay in order to...

The absolute WORST customer service experience and one of the WORST hotels that we have ever stayed at anywhere in the world, and definitely a hotel that I would NEVER return to again for MANY reasons. When we arrived, (Friday, April 18 about 7 PM) they had no record of my reservation online. (Two other customers in the lobby at that time had the same problem and were getting the same basic treatment) I showed them the confirmations and emails with receipts, but the very rude, aloof, and poorly trained front desk lady offered no help. She just said “I can’t do anything about that,” and offered nothing. She kept saying “our system was down when you made your reservation,” even though she had absolutely no idea when the reservation was made. Again, she just said “that’s YOUR problem.” Mostly, she ignored me and focused on others. After being ignored for a while, I insisted that I speak with the manager(at the time the night manager) and after about 40 minutes of waiting in the lobby, I was finally able to speak with him. I sent him copies of the confirmations, and his only reply was “just go to another hotel.” I was disgusted by his lack of caring and his unprofessional attitude. Eventually, after another 40 minutes or so of waiting for multiple phone calls between the front desk and the night manager and mostly being ignored, the manager agreed to allow me to check in at the online rate, but I had to pay AGAIN for the rooms! I paid with my credit card, because he promised me that they would refund my money if I contacted the hotel booking site, which I did. When I did call the booking site, they had a lot of difficulty communicating with the hotel and I went to the front desk again to ask for assistance and my refund. Again, the front desk person (the next shift person) was dismissive and not helpful or proactive. She again said “I can’t help you.” In other words, you are not important and I don’t care. The hotel staff refused to refund my credit card for the rooms because they couldn’t figure out how to communicate properly with the booking company. She then asked me to leave the waiting room and stand outside to continue my call with the booking company “because it’s 10 o’clock now” even though the matter was not resolved. I had to stand outside in the cold and wind to finish my hour long phone call with the booking company and no resolution was ever offered to me by the hotel. I eventually ended up filling out an appeal form online, but I don’t believe that I will get any refunds. The reservation was non-refundable, so I will have paid twice for the stay. I will never stay at this hotel or any other property managed by this company or hotel group again and I will be sure to tell all of my contacts and online followers about my experience. This review will be reposted as many places as possible, because others need to know about what a terrible choice this hotel could be for them and their families. The hotel also deserves the one star that I have given it because our room was somewhat comfortable, but badly worn with visible maintenance issues and a nasty shower. The bathroom was disgusting in both rooms that we had for the night, and the shower was leaking badly in the second room. The one thing that was totally unacceptable about our room was that the smoke alarm was completely missing! I felt unsafe. After my negative experience I was afraid to complain at the front desk about it that evening, but I did inform them...