La Quinta Inn & Suites by Wyndham McAllen La Plaza Mall — Hotel in McAllen

This WAS our go to hotel when visiting family. We always felt comfortable and the staff were helpful. However, his last visit on October 14-15 2023 was awful. I notified the hotel well in advance via the app booking that I would need certain things. (1) I am medically handicap and requested a room on the first floor. I’m not in a wheelchair so I didn’t want to reserve an accessible room and take that from someone else but just being on the first floor helps me since I can access my room with minimal walking. (2) there are 4 of us so we need the 4th towel. They like to have 3 in the room which makes no sense. (3) I would need an additional pillow and blanket.

Things went downhill quickly. The woman at the front desk that night was not considerate and lacked basic customer service skills and plain manners. We asked if the room was on the first floor and she said no. I mentioned I had requested the first floor a while back. Fine whatever. Then I asked if we could have cookies since my kids wanted some. The lady doesn’t make eye contact and tells me to grab them. ???? Grab them myself? The opening is facing the desk person so it’s not meant for customers to go behind the desk and grab them. That is unsanitary and not hospitable at all. Again, whatever. I’m tired and want to rest my legs a while before grabbing dinner.

Then we get to the room. 3 towels. So we call and ask for the 4th towel. The woman says to come down and get it. Again. Whatever. We tell her on the phone this was yet another thing we requested.. We get settled in and rest a little. Then we head out for dinner. When we get back we walk in and the woman is to the left seated in the area by the bar with some man. It’s just them over there. I ask her if I could please have an extra blanket and pillow. She says they’re all out. At this point I’m annoyed because she doesn’t even bother to get up until I say what’s the point of even requesting things on the app if no one is going to read them???? Then she gets up and says I can talk to the manager if I like. I said yes please. Are they here? She said no and gets a card. We go upstairs to our room. The next morning we get up early & call to ask for a late checkout. Guess who answers? Yup, she’s still there. Great. She says they don’t do that. Wow. So what’s the point of the app mentioning that you can ask for a late check out when they don’t do that? That they appreciate their military customers when they clearly didn’t care about us? That they would like to know any special requests when they don’t even read them? If you ask in person they still don’t get you anything you ask for. We weren’t asking for anything ridiculous. So what’s the point? It took one unprofessional & inconsiderate woman to ruin our impression of this hotel. I’m not willing to stay there again and risk getting someone like her again. I just cancelled our thanksgiving stay there. Gonna go stay at the Hilton where they treat us Hilton Honors members (military) with respect and courtesy. It costs a few dollars more but the customer service is solid. I don’t think that woman should tend to the front desk unless she receives proper etiquette and customer service training. She was NOT representing your hotel brand in a good way whatsoever. It cost y’all our business but I doubt that even matters since the area is always busy. You have plenty of customers but the quality is definitely going down. The trash cans outside were overflowing with trash. People look like they rolled out of bed and went straight to breakfast. The elevator smelled awful. You’ll attract the customers that lack courtesy and don’t care. It’s just gonna keep going down hill and turn into a motel 6 which is actually part of your hotel group/chain. And manager Carolina R., I read your replies to the other 1 star reviews and you say certain desired key words but that doesn’t change your tone. You seem offended and proud and seem to want to prove the reviewers wrong. Just say sorry and then go behind the scenes and make some changes. Your staff and hotel can...

This particular La Quinta is designed in a contemporary style. Most everything looks new and modern. If you like the sort of hotel that is NOT the old-style motel version, where the hotel room door opens at or near where you parked your car. You'll like this place.

There is a bar at the hotel, so you won't have to make the extra dash to the local store to wet your whistle. It was being very professionally decorated for Halloween when we were checking out. Nice, nice, nice!

If it were possible, I'd suggest relocating the bar to a more private area of the hotel. Since it is an open area and located just to your left as you walk in the main entrance. This would avoid any unwelcome situations for both the people at the bar and new guests checking in.

The suite was ample and it came with most everything you would expect to have in your room. The morning continental breakfast offers plenty of things to choose from as far as fruit, pastries, cereals, oatmeal mixes, coffee, tea, milk, juice, water, scrambled eggs and sausage, and mix to make your own waffles, etc.

The business center is located in one of the main hallways to the left of the check in counter. Although it is not a closed off room, it does offer access to two computers and one printer. A nice swivel backed chair would be a great addition, since you will find yourself standing while using the computer. I also recommend they add an extension cord with multiple outlets. All AC plugs were occupied and there was no way to charge a phone unless you disconnected the printer and used its AC outlet position.

The fitness room does offer a separate room with room key access only. There were treadmills, leg machines, a universal with butterfly capability, a sit up bench, dumb bells, a TV, towels and a water dispenser. Very nice!!!

They have mints for you and doggy biscuits for your, yeup, pooch at the front desk. The hotel offers plenty of free parking and you are just a block and change or a mile or so from your favorite grocery store and/or restaurant.

The staff made one feel like they've been a long time acquaintance.....very welcoming and...

I can go on and on but here we go. When we first got there we had a front desk employee his name was William. (We got there Friday afternoon) His customer service wasn’t the best but anyway moving on to the room we get to the room and turn on the AC (yes I know you need to give it time for the room to get cold) but after a couple of minutes of turning it on there was a lot of HEAT coming from the actual ac unit and smelled like something was burning! Me having 3 kids did not want them to smell that burning smell so i called William at the front desk and he told me he was going to switch me rooms. I turned off the ac and went downstairs. William then switched me to another room Right Next Door to the room that smelt like burn. The new room was very poorly kept. The chair was broken. The ac was broken. There were black marks on the walls. After constantly fiddling with the ac it worked but at this point my kids were tired and ready to take a nap. So we stayed there. Saturday; BOTH elevators were broken!!! This was just the icing on the cake for me. The elevator on the left was broken when we got there but the one on the right broke apparently Saturday and everytime we had to go to our room we had to go to the third floor with 3 kids. One is an infant so of course we had to go up the stairs carrying her! Keep in mind it’s sooo hot outside and there NO AC IN THE STAIRWELL!!! Finally, Sunday I was ready to leave this hotel! When checking out I showed all pictures to Marcelino (new front desk) (his attitude was much more empathetic and sweet) I always take pictures of things that were broken/wrong with the room the day I go to it. And he had no words for why the room was so poorly kept.

Yes bed was comfy, location was the only good thing about this hotel but tbh I rather drive all over town to get to the mall or anything than to stay here again.

The amount I paid is ridiculous due to the conditions of this whole hotel!

Never have I been to a la Quinta with these poor...