La Quinta Inn & Suites by Wyndham Richmond-Midlothian — Hotel in Midlothian

My experience was terrible!! The front desk receptionist by the name of Helena calls my room after she had just left a voicemail stating my card had been declined. So of course, I want to resolve this issue that she may be having trying to check me out. I go downstairs. She tells me that I do not understand what she is saying. I explained to Miss Helena that The funds had already been withdrawn from my account. I even showed her my bank information showing the amount being withdrawn from my account. This still was not enough for her. She demanded to speak to my banker. I gave her third-party permission to hear my bank information. the banker explains to her that she has tried to charge my card over three times and this is The why transactions are being declined because it wasn’t enough money to cover the three transactions but before I let her speak to my banker she goes oh, is he a foreigner that’s why he’s not understanding what I’m saying after ( Helena says this to me)this very racial comment!!she then says my account was overdrawn and that is why I was unable to check out. Of course my account isn’t overdrawn so I questioned her at this point. She throws her hand up in my face and tells me to be quiet I Say “Helena please do not put your hand up that is disrespectful “as she does it again for the second time telling me to be quiet while she is speaking to my banker On my personal cell phone. then the banker finally gets her to understand that they have already withdrawn the money out of my bank and we do not know what else to tell her she then Says oh it’s because front desk checked her in like it was a credit card and not a debit card??never said sorry for What she had done and causing all this confusion, she blames it on who checked me in the previous day she apologize about embarrassing me in front of the other guest or my children. I asked her did she talk to her manager and she says yes, and the manager told her to call me!?Customer service definitely needs a tuneup and management needs better training on how to handle certain situations like this because with her putting her hand up in my face things could have escalated very quickly had not remain professional and respectful. i’m sorry, but I believe the way she reacted and how she handled my personal business was uncalled for . me and my fiancé were humiliated in front of the other guest and employees. She made us feel less than and like we did not have the money to pay for our stay. She even went to say out loud “oh this card doesn’t have money on it “. My family will never stay at this location again. Helena, definitely has an issue with the opposite races!! My plan is to also contact the Better Business Bureau and give a review there this was the most terrible hotel experience. I must...

My recent stay at La Quinta Inn & Suites Richmond-Midlothian was, unfortunately, a massive letdown. In all my years of travel, I have never encountered such a misrepresented and disappointing experience. It's essential to share my feedback so that the hotel can improve its services for future guests.

To begin with, there were significant discrepancies between the information provided on the hotel's website and Expedia and the actual conditions at the property. Here are some of the major issues I encountered during my stay:

Elevator Troubles: The hotel's website and Expedia both claimed the presence of multiple elevators. However, on arrival, I found that only one elevator was operational, while the other had reportedly been out of service for months. This not only inconvenienced guests but also posed safety concerns.

Breakfast Misrepresentation: The "included" breakfast turned out to be a disappointment. It consisted of poorly prepared round eggs and sausages that had been sitting out for hours. This falls far short of the quality of service one would expect from a reputed hotel.

Room Assignment: I was placed on the pet floor, even though I did not have a pet with me. It appeared that all the king beds were on this floor, which went against my reservation preferences and made for an uncomfortable stay. To make matters worse, the bed itself was extremely hard, akin to sleeping on the floor.

Bedding and Cleanliness: The provided pillows were unusually small, more like couch cushions than standard hotel pillows. What's worse, one of the pillowcases had blood stains on it. The towels in my room had long hairs on them before use, suggesting they were not changed regularly. The bathroom, including the shower, had visible hair on the floor, walls, and curtain. The mirror and lamps in the room were unclean and off-color, making the experience highly unpleasant.

Safety Concerns: On the pet floor, I had an unexpected and concerning encounter with dogs that jumped on me as I exited my room. This was certainly not what I had anticipated during my stay.

In conclusion, my visit to La Quinta Inn & Suites Richmond-Midlothian was far from the enjoyable experience I had hoped for. The discrepancies between the advertised services and the actual conditions at the hotel were both distressing and misleading. As a traveler who values honest representation and quality service, I hope that the hotel management takes prompt action to address these concerns and ensure that future guests do not have to face the same issues.

It is my sincere hope that the necessary improvements will be made at this location to maintain the reputation and trust of...

If I could rate this hotel a negative, I would. This was the worst experience I've ever had with any place of business.

The check-in process took well over 45 minutes to an hour as there was one guest services associate, who was new, checking in patients. When we finally got to the desk we checked in, and went to our assigned floor with the caddy loaded down with luggage, to find out from the cleaning men, that the room we were assigned, already had someone in there.

So I left my mother on that floor with our luggage and went back to the services desk, where the man was unapologetic saying, "we must have missing paperwork on that room" and he called the room to verify that someone was in it. He then assigned us another room on that same floor we originally were assigned.

I forgot to ask the man at the desk, if my credit card number was moved to our new room for any problems that may occur on our stay. So, once we were in our newly assigned room, I picked up our phone to dial the desk and the phone was unplugged from the wall.

So, I traveled back down to the first floor and asked him if my card number was moved, and without checking in the system he said it was moved to the new room. I did mention that I would have called down to the desk, however, our phone was not plugged into the wall. (That did not phase him at all and the phone was never plugged in on our entire stay)

During our stay the hotel smelled of marijuan, as well.

Upon checkout, the lady at the guest services desk stated she was going to charge my credit card for our stay. I told her that I had paid through my employment previous to our stay and she said that was not done and that she would be charging me, today.

I said hold on, let me get my receipt in my car. Once I came back in, the manager must have come out and I showed her my receipt. She asked me what card it was purchased on, the card number they had on file was none of the last four numbers on any of my credit/debit cards. She stated it was probably a placebo card given from the website that we had purchased our room on.

The hotel experience literally ruined my experience for this weekend. All of the front desk staff members were unapologetic for any of the inconveniences and definitely need customer service training along with retraining on their own jobs.

Will never stay in any hotel affiliated with this location, ever again.

If you enjoy the smell of marijuana, having to follow up with the work that the staff members should already know how to do, and like calling your credit/debit card companies after your stay, then this is the...