La Quinta Inn & Suites by Wyndham Marble Falls — Hotel in Marble Falls

If you are planning a big event and considering reserving a block of rooms at the La Quinta Inn in Marble Falls, please read this review and consider this warning so that you may avoid the same unpleasant experience. Let me start by saying that I generally love La Quinta and it is our first hotel of choice for all our travels. We stay at a La Quinta at least 4 times a year minimum and they are always the hotel I recommend to others. Needless to say, we have absolutely no plans to stay at the La Quinta in Marble Falls ever again and I can say the same for all friends and family (especially after witnessing how horribly rude they were in handing the situation). I made an arrangement and signed a contract with La Quinta approx 7-8 months before our wedding to set aside a block of rooms for our family and friends to reserve. We were specifically instructed to call to make reservations under this contract. Unfortunately, it's EXTREMELY difficult to get a person to answer the phone and there is no answering service. In addition to my own experience (calling a minimum of 5 times during a week, always at different times between 8am and 5pm, and letting the phone ring at least 30 times - never reaching a person), I received similar feedback from every single person that reserved under this contract. I believe 1 of our guests was actually able to get someone on the first try. All others reported calling at least 2-3 times before getting in touch with someone. I personally reserved 2 rooms 5 months in advance. The email receipt I was sent did not state the number of rooms reserved. It only mentions 2 people for 2 nights and the charge was obviously for one room. I immediately called and was repeatedly told that it is for two rooms, even though I stressed repeatedly that the invoice did not say that. A week before the wedding, I was emailed the same confirmation invoice. I called and called and called and called, but I could never reach a person answer. I still expected 2 rooms since I had been reassured multiple times when originally making the reservation. When I showed up, I was told it was one and that the hotel is booked so we're out of luck. As you can imagine, it was a HUGE inconvenience to have to deal with this the day before our wedding. In dealing with the person at the counter and the manager, I never heard a single apology. Instead, I was lectured by the manager Paki and told that La Quinta was already operating at a loss for the contract they signed with me. I bluntly pointed out that that is not my concern or my problem. When I asked what they could do to fix their mistake, I was told (almost verbatim), "Instead of charging you the discount rate for the room (the room they did manage to reserve), we can charge you the full, regular rate." Absolutely the worst customer service response I've ever heard. To make matters worse, the general feedback from all family and friends staying for the weekend was not positive when it came to the staff. It is unfortunate considering that the hotel itself is quite beautiful and they serve a great breakfast. Here's the takeaway: (1) The system they used is flawed. When all business has to be conducted via phone (A) it would be nice to have someone answer the phone and (B) the employees need to do their job properly. My biggest issue would not have been an issue if someone knew how to read their computer system correctly and had not given me misleading information on MULTIPLE occasions. (2) If one employee (desk clerk or manager) that I had to deal with in trying to resolve this situation had simply said, "We're sorry," it would have made a world of difference. Instead, I was bullied by...

I booked this hotel through Expedia for my relatives, including an infant, after an emergency evacuation from their home. Paying $2,173.56 across three overlapping reservations, which remained in the same room #222, I relied on Expedia’s promise of safe accommodations and its written policy that guarantees relocation or refund if a property fails to provide sanitary conditions. That policy was breached outright.

After nearly two weeks in room #222, a small toy ball rolled under the dresser, revealing dog feces and a cockroach carcass. For the entire stay, a 7-month-old had been crawling across a contaminated floor. This was not an isolated oversight—housekeeping serviced the room multiple times during the stay, consistent with the hotel’s own cleaning standards, yet still failed to detect or remove the biohazard. That repeated failure itself demonstrates gross negligence.

At 5:00 a.m. I filed a detailed complaint through Expedia with photos, demanding relocation and refund. At 10:54 a.m. I emailed the property directly. The hotel never responded. Expedia confirmed that they made two unsuccessful attempts to call the hotel. Yet instead of honoring their policy, Expedia stalled, deflected, and then shifted blame—arguing the issue wasn’t raised “in real time,” despite clear proof that the hazard was hidden and I reported it immediately once discovered.

This wasn’t a vacation. This was an emergency evacuation—a family displaced from their home, exhausted, and trusting that the most basic expectation of safety and cleanliness would be upheld. To claim it was their responsibility to discover what La Quinta Inn’s own cleaning staff failed to—despite servicing the room multiple times—is not just insulting and dismissive, it’s patently absurd.

Supervisor Kartik from Expedia explicitly refused to honor the company’s policy, stating Expedia would not relocate or refund because the property denied the request. This is a policy breach: Expedia allowed the hotel’s refusal to override its own written consumer protections.

The result is a displaced family with an infant, already under immense stress, unknowingly exposed to hazardous, unsanitary conditions for two weeks—then blamed for it. I was left to navigate hours of circular chats and resubmitting evidence, with both the La Quinta Inn and Expedia engaging in stall tactics and deliberate obstruction.

Both La Quinta Inn and Expedia failed to provide contracted services and denied obligations in writing. Consumers should know: if you trust this hotel or Expedia with your family’s safety, and something goes wrong, you will not only be exposed to unsanitary conditions but also to deliberate obstruction and refusal to honor even the most basic consumer...

Beautiful hotel with clean rooms. Worst customer service experience ever. Its the first time that Ive ever had a hotel seek to steal money through my credit card. The facility misbooked our stay, we arrived for our booking and the receptionist stated their was a problem with our reservation and we needed to rebook with a new card.

They then charged us for a no show, the nights stay and placed another guests room on our card as well. When we contacted them through CaptialOne Cliff the hotel manager was exceptionally rude and cited policy over making matters right. They charged me over 650.00 for a single nights stay with a Karaoke party going on that made it impossible to sleep. Fortunately I recovered the money from the other guest but the entire experience was ridiculous.

In response to the greedy owners comment below who values thievery over good business.:

Our reservations were made for Saturday, I received an email and have reviewed it. I have the documents and proof which I submitted to CapitalOne. It still states fo Saturday. We had reservations in another city for that Friday and had no intentions of being in Marble Falls that evening.

Your charging full price for a "no show" for a reservation we were not aware of until it appeared on our bill is the issue. When we showed for our scheduled booking and your clerk simply stated there was an error instead of stating what had transpired was an attrocity and very unethical. The clerk should have been forthwright and explained the situation. The business practices you have allowed to be committed and supported are deceitful and dishonest, in fact they are akin to theft. We didnt have a reservation for Friday we had one for Saturday that combined with your staff being so inept that they charged my fathers room to my card instead of the card he presented upon arrival shows a great deal of unprofessionalism in every regard.

The negligent attitude and theft of funds is an impropriety that a honest businessman would be ashamed of. Of course, reputation apparently isnt your goal, nor is it service. As long as you can make a quick buck even if you have to steal it through shuffling of dates seems to be the only thing you care about. The most impressive thing about your hotel is how you can sleep at night while being so dishonest and attempting to blame policy, the booking agency, the customer, in fact anyone else as long as you do not have to the right thing and refund a...