La Quinta Inn & Suites by Wyndham New Haven — Hotel in New Haven

If I could give this hotel a negative rating, I'd do so. The problem started upon arrival. The hotel is being renovated. We sought to have our luggage stored since we arrived prior to check in time and was informed no storage was available. They allowed up to check in early. We were assigned to room (618) with a NASTY couch/loveseat. We declined upon seeing the room. We were then given room 820 and that room also had a NASTY couch/loveseat. We were given room 814. We placed our luggage inside and headed out. Inside the elevator was a note asking patrons not to worry about pushing the elevator "open" button but that the elevator would open slowly.||||Eight hours later, around 6:45 pm, we returned to our hotel. Upon pulling back the bed covers, we discovered the sheets needed to be changed. We tried to call from the room telephone but it was not working. We then tried to call from our cellphone but no one answered. We tried to go to the front desk but the elevator was not working. After trying to get someone to answer the telephone for over 30 minutes, a representative from the customer service center indicated they'd relay our information to the front desk. ||||Having been unable to get down or get anyone on the telephone at the hotel for more than 60 minutes, we determined it was necessary to leave. We could not risk the elevator not working when we had to leave for our train. After more than 90 minutes, the front desk male stated he could not leave the desk as he was the ONLY employee on premises. He stated no one else was expected until 11 pm or so. ||||Almost 15 minutes later, I pulled the sofa from the wall, plugged in the lamp and got it to work. I unplugged the cord for the telephone, wiggled it, and plugged it back in. The telephone began working. I then called from my personal cellphone AGAIN and a woman answered. I asked was the elevator working and she stated it was not and that the elevator repair company - called more than 90 minutes earlier - had not arrived. I asked her to call the fire department to help us leave. She refused. I told her that I would do so and she told me "go right ahead." It was patent that she did NOT care about out concerns of safety. She was completely dismissive.||||When the fire department arrived, they reported to our room. They had come up the stairs since the elevator was not working. They helped us get our belongings down to the first floor, we thanked them immensely, and then TRIED to check out. The woman said we were forbidden from checking out; the man tried to check us out but she refused to allow him to do so. I told her that we were leaving. She said because we had arrived earlier, we could NOT leave. I handed the man the room keys and left. She informed us that whomever was on duty the following day would determine when we would be checked out. We got into our Uber and left. ||||After being a LOYAL member of Wyndham and La Quinta for over 20 years, I was floored. NEVER in my wildest dreams would I anticipate that LaQuinta would operate a hotel in such an exceptionally poor manner and have hostile representatives who did not care about our well-being. It was apparent that the hotel knew early that morning that the elevator needed service because for the sign they had posted on the elevator about pushing the "open" door button. The lack of adequate staffing was a problem. The condition of the furniture was a problem. I took a peek inside the bathroom and the top of the sink was obviously re-laid on the base and done so poorly. The staff was patently aware that the elevator was not working but never attempted to notify the patrons. ||||After the representative refused to check me out, I watched her check out two other couples who asked to check out because the elevator was not functioning. I spoke with one couple outside the door and they reported they were allowed to check out without regard to whether they used the room or how long they had done so. The man had to go upstairs, get their luggage, and walk down the stairs. ||||I will NEVER return to this location and I am uncertain that I will do business with LaQuinta after this weekend. They were unprofessional at the most critical times - when they created an unsafe condition for their patrons. That woman on duty should be unemployed as her cavalier, dismissive behavior was completely uncalled for and her refusal to check me out was patently...

ABSOLUTELY TERRIBLE EXPERIENCE! BED BUGS! RUDE/DISHONEST STAFF!

I don't think I've ever stayed in a place as bad as this. This place was advertised falsely and with outdated images. We discovered bed bugs in our room, and decided we did not feel comfortable staying there and asked for a refund. We did not even stay the night and checked in and checked out the same day (and were not even in the hotel the time we were checked in). We ended up booking a nearby hotel last minute because we did not feel comfortable. The hotel overall is also not very clean and does not feel safe at all. But we were willing to still stay there but the bed bug situation was not okay. The front desk person said we need to talk to the management to get a refund since we booked it via chase travel. We asked for a refund when we we were leaving, explaining about the bed bugs. We called Chase travel the same night and next morning. And both times, the chase agents were told the manager is not there, call later. We called again Friday and apparently the front desk person hung up on the chase agent and continuously were being evasive and changing their story, claiming they don't have proof we checked out (even though we handed them our key cards and checked in to a different hotel and stayed the night at the other hotel and have proof of this). We also said they should have video surveillance of us when we were leaving. As in, they are falsely claiming this when the proof/record is there on their end. Now they are claiming they need to do their own pest control report to issue the refund. The assistant to General Manager then finally got on the phone. Her name was Elicia/Alicia and she was really rude. Told us that they need to do pest control report first (which I felt was another evasion tactic on their end). I asked when this report will be done and that having a report is great for their own future improvements for the hotel but if a customer is telling you they had a bad experience and has proof (video and pictures of the bed bugs) and we also told them immediately when we were there as well, then that should be good enough to issue a refund. I said this is the 3rd/4th time we've tried addressing this. Is this common protocol to get a pest control report? She said "the protocol is whatever I say the protocol is and right now this is the protocol until the end of time." it was incredibly rude. She then forwarded me to the general manager whose name is Bob/Bharev Patel. And it went straight to voicemail. I left a voicemail. And again i called back the front desk and he kept saying talk to the GM. I said it's going to voicemail. He said call again in a bit when he's there. I asked well why isn't he there? This is the 3rd time you have evaded my attempts to talk to him or get this refund. It is actually ridiculous how rude and evasive they're being. And resorting to underhanded, dishonest tactics (claiming we didn't check out, not connecting us to the GM). I have NEVER had such terrible customer service. Please do NOT stay here. EVER. I told them if they do not refund me, i will escalate this further and leave a review which i am doing now. This is not normal to have to waste my time for something as simple as a refund for a VALID reason, especially when we did not even stay the night and use...

Stayed here for one night and it was a very unpleasant experience - I would strongly discourage anyone from staying here. The front desk staff (and manager on duty) were rude, condescending and impatient, treating us as if we were a burden. To top it all off, our personal belongings were stolen. We had accidentally left one of our bags in the bag cart outside of our room after check-in. By the time we realized, the cart had been taken downstairs. We asked the front desk employee and she said she had seen the bag, described the color and contents (they had opened the bag, which in itself is an invasion of privacy, mind you). She checked the “back office” and said it wasn’t there, and said she was busy, did not have time to look for it, and had to check in other guests but could look into the issue later. We had to go to an event so we gave her our room number and cellphone contact so she could give us an update later that day, and left the hotel. By 10 pm we were back in our room and had heard nothing from the hotel, so we called the front desk to follow up, and again they were very rude and said that the bag “had not turned up” and that she would notify the manager the next day so she could help us resolve the issue. The next day upon checkout, we talked to the manager on duty and she said she was not told about the incident but would reach out to the employee to try to find out what happened with the bag. They were evasive and defensive when we pressed them on our now stolen property. It has been 3 days and we haven’t heard anything from the hotel, and now have filed a formal inquiry to for negligent handling of our property. In addition to this terrible service and effective theft of belongings, the property is very dated and smells of mold and cigarettes. Rooms are tiny, beds uncomfortable, and the bathroom light is so old it hums loudly (as well as the A/C). The price was as expensive as competitors in the area and they delivered a terrible experience and stay. It’s safe to say I am never staying at a La Quinta...