La Quinta Inn by Wyndham Phoenix Sky Harbor Airport — Hotel in Tempe

OMG!!! Why did I again trust the Wyndham Rewards website and app for their false glowing property descriptions and completely outdated photos, again? Like the previous reviewer just unbelievably reviewed, I experienced the EXACT SAME THINGS that she did. First, I am a WYNDHAM REWARDS PLATINUM MILITARY member for years and years now, and I am very open minded about different properties, especially Wyndham and Choice Hotels properties, both chains properties are Forest Gump, “Wyndham is LIKE A BOX OF CHOCOLATES!, you NEVER know what you are going to get.”

I was so tired after a long flight and had no rental car, the old outdated pictures looked so nice, that I actually called the La Quinta Hotel PHX Airport hotel directly to make sure they had a courtesy airport van available. I was told YES by the Indian front desk manager/owner? Old T-shirt, no name tag. I booked directly through Wyndham Rewards website and he told me where to pick up their PHX airport COURTESY van. Never told that I would be charged $12 for their advertised “courtesy van”, nor was it noted anywhere online, nor when I checked in, until I started reading all the signs on the desk. The desk sign still does NOT say anything about a mandatory $12 charge. I would never have booked a room at the La Quinta PHX had I been told as there are so many choices with FREE airport shuttles, so this was completely a BAIT & SWITCH hidden fee tactic by the hotel manager. I got a room that had a broken AC unit which sounded like a rattling washer machine. I tried to change rooms but was ordered to return and wait for maintenance. 45 minutes of listening to the loud rattling AC unit, I returned to the desk and asked for another room, the same desk guy sitting there bored, had completely forgotten about my room situation. No apology, zero customer service skills. That night after midnight, right outside of my door, woke up to a horrible male scream, and then yelling from other guests saying to shut up. I went back to sleep, only to get woken up again at 0200am to the same male voice screaming and yelling, again for other guests to open their doors to tell the guy to shut up. Again at 0300am the same male screaming and then talking loudly, 0330am male arguments and loud focal discussions ( same male voices ). At 0400am, same scream and male voice(s) loudly arguing, but this time no other guests interaction. I stayed awake at 0400am and at 0600am without sleep, I decided to walk to the lobby for coffee and to inquire about the yelling situations all night, when I met the same disheveled homeless looking man talking to himself and trying to catch imaginary shadows in the central courtyard next to my room. Other guests had the same idea and were talking to the desk staff who calmly explained that the guy in the courtyard is mentally unstable and a long term La Quinta guest. Huh? The hotel staff knows that the guy is mentally unstable and has his nightly outburst routines, but doesn’t care? Perfect. I packed my bags and booked my remaining hotel stay at a Hilton hotel down the street, like I should have done in the first place. And the Hilton has a real COMPLIMENTARY Courtesy shuttle van. When I politely checkout out the hotel manager, an older white guy, who acted very curt, abrupt and arrogant handed me my hotel receipt with the hidden fee $12 courtesy airport van charged to my credit card. The manager was also rude to the next guest trying to politely checkout, I looked at the guest who shook his head in disbelief. What a slap in the face by this horrible La Quinta experience. Soon the same hotel manager was arguing very loudly and rudely with a guest on the phone complaining about his hotel bill. The manager didn’t even care that other guests and myself were all sitting in the lobby, because the manager was obviously going to make sure that the caller and everyone in the lobby knew that he was in charge and was going to finish and win any argument he started with his shady billing tactics. Stay away from this property...

I booked a reservation in November specifically for a handicap accessible bathroom for my mother who uses a walker. After driving 175 miles and going through rush hour traffic on the highway in Phoenix we arrived at our destination shortly after 5 p.m. only to be told that there were no handicap accessible rooms available, even though my reservation stated that I had reserved one on the confirmation email I received from the hotel.

When I stated that my mother needed the handicap accessible bathroom, the attitude given to me was that they could care less whether or not we had one or not. When I asked why one was not available when I had requested it on my reservation, I I was told that it was out of order. Then I asked why they did not contact me at any point during the day to tell me the room I requested was not available since they had my phone number and email address, and I had even received another email confirmation that morning. she did not have an answer for me. She said all they could offer us was a room on the first floor with two beds, and they had nothing else available because the hotel was full that night.

Obviously, we took the room because we were both tired and cranky from the long drive and the traffic, and didn't want to go searching for another hotel near the airport so late in the day that wouldn't charge us an arm and a leg.

When we got in the room we discovered that the bathroom was so small that my mother couldn't even get her walker in to use the toilet, which was one that was extremely close to the ground. We also requested a non-smoking room, and this room obviously was a smoking room. Not only that, but the fire alarm had been disabled on the wall. Heck, there wasn't even a fire alarm, just the electrical wires showing from where it had been.

When I went back down to the front desk and explained the situation to the girl working there, including telling her my mother couldn't even get into the bathroom without help because her walker couldn't fit through the door, she simply restated what she had said earlier that there was no other room available. Her attitude was that she just didn't care at all and we could take it or leave it. The situation was handled badly from the very beginning.

After asking to speak to a manager and being told that there was no management on site until the next morning at 9 am, I then requested the phone number for corporates office. She just handed me a brochure sitting on the desk that obviously did not contain the correct number. After several minutes on the phone, I was finally directed to the correct phone number by speaking to someone from the membership rewards program. When I explained the situation to them, they called the hotel to enquire as to why I was not given a handicap accessible room, which even the lady from customer service told me they were required to give me since I requested it ahead of time, only to be told that they had no such person staying there. I then gave the woman on the phone my room number and suddenly they found my reservation but still told her the same thing that they didn't have any other rooms available. Also, somehow magically my original reservation had changed on their computer to a deluxe room with double beds instead of handicap accessible. Luckily for me, I still had the email confirmation stating the original request that I sent on to corporate offices when they requested it. I also don't know where they got the idea that they had given me a deluxe room since it was just a basic hotel room with nothing extra.

I was informed by customer service that they would put in a complaint for me, listing all the details I had given and see if they could come to some resolution, but that it could take up to a week. Customer service was far more sympathetic to our situation then the girl at the front desk was, but that didn't change the fact that my mother couldn't shower at all, or use the toilet without help, while...

The issues we encountered were numerous and severely impacted our comfort and safety. Upon entering our initial room, we were immediately confronted with serious health and safety hazards. We found bloodstains on the door and, most disturbingly, the room we finally slept in had drug paraphernalia under the mattress of the bed designated for our 11-year-old child. Additionally, there were condoms in a drawer and the floors were visibly filthy, indicating a severe lack of cleanliness. It was clear the room hadn't been properly vacuumed in a long time, an observation reinforced by seeing housekeeping staff not carrying vacuum cleaners in the morning. We were subsequently moved to a second room, which also had cleanliness issues. Our third and final room still had bloodstains on the wall. Beyond the pervasive cleanliness problems, several significant maintenance issues were present: The bathroom fan repeatedly tripped the circuit breaker when turned on. The sink drain was severely obstructed, causing extremely slow drainage. In the final room, the shower was stuck on, the pull-up valve was heavily calcified, and the showerhead needed cleaning. The odor in the initial room was highly unpleasant. The carpet was extremely dirty, we had to put our shoes on anytime we were not in bed. Even the elevator floor was filthy. The complimentary breakfast service was also unsatisfactory. Items were consistently cold and replenished sparingly. The sausage was soaked in grease, and the waffle machine was out of order. A front desk representative mentioned the waffle machine malfunction was due to a guest burning a waffle and burning the circuit, with two waffle makers connected to a single outlet, it was most likely tripped and overloaded. Since they had no waffles, it left only bread and bagels as options. Furthermore, the overall safety and security of the property were major concerns. We found a hypodermic needle on the steps leading to the third floor. Despite the presence of numerous security cameras, there appeared to be no active monitoring. This was evident when a couple engaged in a loud and prolonged verbal altercation for several hours overnight without any intervention. This lack of security contributed to a pervasive feeling of unsafety throughout our stay. While the night front desk attendant and the owner were polite and apologetic regarding our numerous complaints, the persistent issues required frequent trips to the front desk, significantly disrupting our stay. In summary, the pervasive problems with cleanliness, maintenance, and, most critically, the inadequate safety and security measures, made our experience extremely disappointing and...