La Quinta Inn & Suites by Wyndham Salt Lake City Airport — Hotel in Salt Lake City

Extremely verbally abusive staff and the worst customer service we have EVER experienced. I made a reservation at LaQuinta Salt Lake Airport through Expedia and called the hotel directly ahead of time to let them know my fiancé and I would be checking in around 1 A.M. as our flight landed at Salt Lake Airport after midnight. When we arrived at the hotel, we were informed that they had canceled our reservation. Supposedly, the reason why the female working night shift canceled our reservation is because she needed to perform room audits from 12 am-1 am, when La Quinta tried to run my credit card, without me present, the card declined, thinking the transaction was fraudulent since I had already payed Expedia. SO IT DECLINED their effort to run my card again, so the female cancels the reservation, stating she “tried to call us”, but we were ON A PLANE, so we did not receive a call, and she left no voicemail to try to resolve the issue before we arrived. The desk staff then informed us that our only option was to make a new reservation (essentially double charging us for one night stay) but assured us that we could get a refund for the unnecessary charge in the morning since a manager would be on shift. After finally checking in, we found the room dirty and only the bathroom appeared to have been cleaned. The room smelled of body odor covered with strong cologne and dirt and stains covered the carpet and there were obvious cobwebs throughout the room. We contacted the front desk the next morning while checking out to resolve the double charge, regardless of the state of the room. The desk staff again told us that we needed to contact Expedia to resolve the double charge regardless of THEIR OWN STAFF canceling our reservation. We repeatedly asked to speak to the manager and were told twice that they were in a meeting. We then demanded to speak to the manager at which point the hotel staff began berating and belittling us with expletives including screaming over the desk at my fiancé “Who do you think you are?!” and that we were the ones who “F&$*ED UP!!”. At this point the manager came out from the back room and began defending the employees and continued to say that they would not be issuing a refund regardless of the staff’s behavior and actions. The manager explained that they could not issue a refund for a third party which was understandable, but refused to issue a refund from the hotel for the second charge. We repeatedly explained the situation in the most simple terms possible with no reasonable resolution given from management or staff. We left extremely shaken up and I returned and asked to speak to the manager again regarding the verbal abuse from staff. The manager said she issue a refund because “she felt bad” and refused to provide names of any staff and told me that any complaints about this particular hotel are directed back to her so there would be no reason to file a complaint. DO NOT STAY...

I wasn't going to say anything about my experience at this location until I noticed the fraudulent charges on my debit card. I'm traveling across the country because of a death in the family and accidently used my debit card at this location instead of my credit card. On top of the issues I experienced upon check-in, I now have 3 fraudulent charges from the same vendor that occurred on the same day I stayed there.

POS Withdrawal (FIS) CASH APP*DOORDA SQUAREUP.COM SAN FRANCISCO CA

$20.44, $52.50, $49.60. I don't use doordash or Square Up. I never have.

This La Quinta was the only place I've swiped my debit card for almost 2 weeks. I didn't use the pinpad in front of the computer. He took my debit card and swiped it behind the counter.

The guy checking me in gave me a hard time for a reservation I made to ensure I had a room when I arrived. It's a desolate country out there, I was trying to play it safe, so I reserved online AND called them. There was an issue with the reservation, but there were plenty of rooms available when I arrived, and he should have just treated me like that walk-in. He told everyone that I was belligerent when I wasn't. I was annoyed that he wouldn't listen to me about the reservation only mattering if they were fully booked, that I didn't care about the specific room I'd booked, to please just check me in to any room available. Me saying I didn't care about the specific room I'd reserved is apparently disrespectful. At least, that's what he told everyone, in addition to saying he almost didn't rent me a room. I had to wait 30 minutes for him to try to figure my reservation out, the whole time telling me he understands I'm upset, he's traveled before too. I was upset that he kept talking over me and didn't listen to me about why I was desperate to just get in the room in the first place. We'd driven 12 hours, and a lot of the drive was through heavy snow, desperate to just arrive safely at the hotel and not crash. Telling everyone that I was belligerent when, in reality, I was upset because he wouldn't listen to me, is just top-notch customer service. He kept calling the problem it, that he was trying to get it fixed so it didnt happen to me again, but wouldn't explain what it was, and also wouldn't listen to me about the specific room not mattering to me, that any room would do. I was so close to peeing on their floor, I had to go so bad. It was an awful experience that I was going to let go of, and then I saw the fraudulent charges. Again, this is the only place I've used that card, and I don't use doordash. I've always stayed with La Quinta when traveling with pets, and this place is the worst I've experienced. Now I get to battle fraud charges because someone ordered doordash with my card! Saying it yet again, this is the only place I used it for almost 2 weeks, and those charges occurred THE SAME DAY. This La Quinta is shady. Go stay...

I had booked a reservation at this hotel via the Wyndham app for Memorial Day weekend for a 1-bedroom suite. I was flying in with my freshly groomed well traveled cats for an event nearby. When I arrived to the airport I completed the pre-checkin form sent via email by the hotel & agreed to their $25/night (note it clearly says per night not per pet) pet fee. The pre-checkin included uploading my id & credit card so that checkin should have just been getting my room keys. Then I went down to wait for the shuttle & that’s when the problems began. I tried calling the hotel for shuttle instructions but the phone was disconnected. Then I finally got a hold of an off-site Wyndham customer service representative who told me where to wait for the shuttle & that they run every half hour. What they failed to mention is that this hotel has no shuttle service from 11:45 AM-4:05 PM! Once I finally got on the shuttle at 4:05 we got to the hotel & when I got to the counter the check-in agent informed me they had decided without any prior communication to raise the pet fee for just cats to $50/day for the weekend! After I pointed out both the pre-checkin terms I’d filled out & the posted desk sign saying $25/night she got the manager Justin Hanshew. Justin admitted he doesn’t like cats & doesn’t want them at the hotel & that the only way they would accommodate the reservation for the weekend is if we agreed to pay the doubled pet fee he had arbitrarily decided on! I told him I was going to reach out to Wyndham customer service for resolution at which point he cockily said “go ahead we’re a franchise!” As I was working on reaching out to customer service Justin was laughing at the situation! Unfortunately, despite customer service further confirming their listed pet fee at $25/night Justin continued to refuse to honor those terms so we had to find a different pet friendly hotel with an airport shuttle last minute on a holiday weekend. This manager is terrible person to be working in hospitality! In response to the hotel’s response: I did NOT book as part of any group block or reservation. Had this been an advanced decision your hotel opted to make it should have been communicated via the pre-checkin form that was sent via email. Also, I am well aware that some only certain guests with cats were charged the higher fee that weekend & there seemed to be no consistency. Furthermore under NO CIRCUMSTANCES was it polite/good management to audibly LAUGH at me dealing with your mess! The whole situation was handled...