La Quinta Inn & Suites Summersville/New River National Park — Hotel in Summersville

We have stayed at this hotel for several years.Our visit was reserved and paid for on Priceline.com. Once we arrived at the hotel, the woman at the front desk said that they needed a credit card number on file. She said the hold was just in case something was damaged or missing. She said nothing would be charged to the card. Once we got to our room, the keys wouldn't work. Neither keycard was programmed right. Back downstairs we went to get them fixed. Once we were able to get into our room, it was hot. We tried turning the air on and it wouldn't work. Only the fan was running, not the condensor. We went to the front desk and explained the issue. Management went up while we waiting in lobby. She said she adjusted some things and asked if I wanted to come up with her to check it to see if "It was up to my standards?" I felt like I was being an inconvenience and a problem customer. Neither of these issues were my/our fault, yet she was treating me like I have done something wrong.We decided to head out and told her we would give the room time to cool down and would be back in a few hours. When we got back, the room was still hot; only 1º cooler. Back to the front desk. They agreed to move us into a new room, since maintenance wasn't there for the weekend they said.Our new room was next door. We got in and the air was working. The room felt much more comfortable, temperature wise. However, there was a musty, sticky smell. Immediately, we could tell that this room was not cleaner. The bed skirt had white stuff squirted all over it. There was dust and dirt on the desk and lampshades. The bathroom door frame was broken and the door didn't want to close. The toilet regularly clogged and wouldn't flush. The hotel pool was so hot and dark that the humidity made it hard to breath. There was hair and dirt all over the pool. It was disgusting.We were told to pile all used towels in the doorway, on the tile. We were there 3 nights and room service never came. Not once. Our soaking wet towels sat there for 3 days. The front desk would give us new towels when I asked daily, but they would write it down as the room received them, to make sure they got them all back. They had a HUGE wet pile when they finally came to our room. After several days, that definately didn't help the room odor or musty smells. The day before we checked out, my credit card sent me a notice of a suspicious charged they declined. It was the hotel. I ran down to the desk and was told that nothing was charged and that the charge was not valid. My credit card company closed that card out and marked it as fraud. When we checked out, we were told that the receipt would be emailed in a few minutes. It was not. About an hour after we left, I texted the number the hotel gave me and asked about my receipt. They emailed it to me. However, the receipt they sent was someone else's and I had that persons full name and address given to me. Not very secure, La Quinta. Contacted the number again and the correct receipt was given.Once I got home, I contacted my credit card about the charges and were told it wasn't actually fraud, they were given the card, but that it was a dispute as they weren't to charge the card. The other issue that now arised was that the La Quinta Motor Inn also charged my account approximately six more times, and nearly right away tried reversing them all. WHAT? Is someone just playing with the my card number and the machine? The front desk said that they never had access to my credit card number, that the corporate office only gives them a key card to charge. Then how were so many charges put on and then reversed. Ultimately, after disputing with the card company and La Quinta, all but one charge was remaining and La Quinta reversed it. We stayed in August & it is now November. I am still dealing with the issues this has caused. From the dirty room, poor customer service, disputed card charging, and misgiving of confidental information on receipts, we absolutely will never stay at any La...

I’m currently staying here for a month for Work, so far my experience has varied I’m not impressed how the cable tv rarely works, or that the hot tub has been broken for months to no signs of it being fixed, or that the room cleaning service most of the time seems to be sub standard, as in the first week here no issues with my dog in the room or anything, however the second week nobody came to change our sheets, towels or take out trash and vacuum, one day they just put our clean towels out on the dirty floor in the hall right outside the door. For the last couple days room cleaning had been okay minus our room never getting vacuumed, and today they forgot to give my wife and I towels. It’s really frustrating that however there seems to be a consistent issue with the direct tv, I’ve mentioned the issue to the desk and they say it continues to happen for everyone but yet has anything been done about it? No the direct tv has rarely worked without glitching out regularly for the last 2 and half weeks to what seems to be no fix, our tv did however go out and the maintenance guys did replace the broken tv with a new one and that has been fine, kinda sad there hasn’t been any bacon at breakfast and that the drink machine was only in the breakfast room for a week. Also the gym equipment is sub par you’d be better off going to anytime fitness across the parking lot since the weight machine is pretty much broken and only one out of the 4 treadmills works. I do like there is free weights but again no bench for me to be able to fully use them for a variety of workouts. but I understand things break and stuff happens but I wish someone would seem to take better care of the guests about some of this stuff. But I’ll completely update my review after my stay is complete. So far I’m alright with my stay and the staff is very friendly and pretty helpful if it is a easily fixed issue you have.

Update: apparently you are not supposed to voice an issue on a review of your stay at this hotel since this is the response

” Damian thank you for taking the time to let us know how we are doing while you are with us. I do wish that you would take the time out of your busy day to discuss these issues with me directly while you are still in the building instead of on a website when you are just a few floors up. I did not know that you had such concerns while you are here. I am always happy to talk to my guests especially when they aren't having such a great stay.“.

since I have been down to discuss my issues several times at the front desk. Most of the time it has to do with our room not being cleaned being part of customer service, mostly why does room cleaning start at 8-9 am on weekends most people I’m sure like to sleep in on the weekends a little bit, but as of right now the hotel has been without hot water since Friday and will not have any until Tuesday the 18 of September is what I was told last night on Saturday September 15, however when I have went down to the counter to state my room had not been cleaned for the most part one woman seemed to care, also mine and my wife’s personal pillows were taken one day off of our bed which they did not remotely look the same as the hotel pillows, again not a big deal but I let two different people know at the front desk and still was not offered any news on our pillows nor was it ever even brought up again. More reviews to follow when my stay is complete in the next few days hopefully there will be hot water again would be nice to take a good shower...

First I will share the pros.

The hotel is in a great location! We spent the weekend at the lake and campgrounds and it was like a 5-10 minute drive from the lake. There are plenty of restaurants and stores around. Walmart is right now the street. Sheetz for gas and CVS if you need anything medical wise.

Pre-check in was a breeze. It took no time at all and thank goodness, because we spent all of Saturday morning and afternoon on the lake where it ended up raining. We were soaked and exhausted by the time we could check in and being able to just give my name to the front desk and them hand me the key cards was much needed. I just wanted to get to my room and dry off.

The room was decent. Bathroom has been upgraded you can tell. The bed was comfortable and I was glad there was a mini fridge in there.

Staff was super nice.

Cons

The carpets in the hall are very stained and just very old looking. I get carpets are hard to keep clean in high traffic areas. Maybe getting rid of the carpet or a darker color will solve that.

The hallway is also very noisy. As you walk down, you can hear every single conversation, snoring, TV, or music going on.

The rooms weren't terrible. I didn't hear my neighbors, but you can hear the highway. I live in a major city and I'm used to hearing car noises, sirens, etc. But this might be a problem for others.

The carpet in room 425 had some suspicious red stains on parts of the carpet near the bed. There were fingerprints or something smeared on the headboard and there were used tissues under the mattress. I obviously did not touch the tissues.

The side door on the first floor is supposed to be locked 24/7 and only opened with a key, but it was open at 10pm. I didn't see the pad lit up so I just pulled on the door and it opened.

Breakfast was decent, but hard to find seating. I did enjoy the food, but no waffles! The website said there would be some, but it was only like a make your own pancake machine which I didn't get to try since there was several people waiting to make some and it's not a quick machine. But the staff kept the trays filled. The biscuits were really good.

It says all of the rooms are smoke free, but I smelled cigarette smoke on my floor and in the elevator. My mother was on the third floor and I could smell it as well. It could have been lingering smoke from someone who smoked outside.

I ended up putting towels under my door to muffle the hallway noise. There were kids and people talking and walking loudly until at least midnight. It helped a little.

Lastly, the TV, at least in my room were not HDTV. I kept getting errors about the time not being set so it could not pull up a guide. I tried opening Prime video and it didn't work. The picture itself was like looking at 420p video. So blurry so maybe they hadn't upgraded my room yet.

All in all I loved that the bed was comfy and that there were so many stores within walking distance or a short drive. There is a Japanese steakhouse literally right next to the hotel and it is very good. I see from the owner replies that they are in the middle of upgrading so that's good. Maybe when we stay again next year for our lake visit, they will be done with renovations. I didn't feel unsafe at any time, but like I said, there are a few things that need addressed. I think a 4 star rating is...