La Quinta Inn & Suites by Wyndham Terrell — Hotel in Terrell

Had major problem with front desk tenant about a incident that occurred on 07/22/2023. Apon arriving at maybe 530pm I was acknowledged by the lady working the front des Mrs Peggy! To start of she was not polite at all! She acknowledged me and my family with attitude when I asked about if Supervisor was around. She stated no she is not why do u need her I can help u what room are u in. She then goes on saying well she will be here in about 30 mins. I told her my room number and also asked for a new key not knowing if my previous one was on me. She told me no I can not have a key but I do need to make the payment on my room. I explained to her that I have been here since Friday and her supervisor is aware of what is going on! This is why I need and asked to speak to Mrs Jess who is the supervisor that I have been in contact with. She refused to give me a key however my key was in my sons pocket and I didn’t not knw. We then noticed that the house keeper did not replace the bedding she took to be wash and we attempted to go down stairs and get from front desk. Once agin she had a horrible attitude and provided us with jus 2 flat sheets with no covers. I then told her it’s ok I will jus speak with supervisor. She proceeded with a sarcastic facial expression. We go up to our room and used our access to the hotel pool. What I am really writing about is the disrespect Mrs Peggy showed us while she was on schedule at front desk especially towards our young kids! She took it apon herself to call our kids stupid and crazy! As a elderly lady she is wrong and we are not happy! One of the kids told her grandmother who was down stairs what happen and she immediately informed me of situation! I address Mrs Peggy and she stated she did tell the kids something but do not remember what she said! RED FLAG 1. I told her she cud have easily came to me or the other adult she saw walk in with the kids knowning she already had our room number because she had jus talked to us on payment and key problems. She then says we’ll I been mopping this floor over 8 times now. I explain to her that the hotel has a indoor pool the floor is going to get wet and we are not the only people here who has been using pool. She states well it’s not my job to keep mopping! RED FLAG 2. I politely told her well I can mop the floor but u been here now over 40 mins jus looking at kids, asking her how can u watch the front desk. RED FLAG 3! Because us as tenants our safety is at risk due to her being away from front desk for a long period of time. I then ask her if she called our kids names because they are African American can she please apologizes she states no she will not! Then she states that 1 of the 7 and 8 year old boys picked up a whole teenager and threw her in the pool! I asked her to point out the kid who she says did this and she states ask the kids who did it bc she can’t point them out. RED FLAG 4! I took this as a lie and a target now. This stay has been my worst experience and after the frustration of my card being over charged I am now mentally and physically stressed and upset! how do I explain to these young kids that a elderly woman have the right to call them out there name that do not even knw them! This is not how a representative or a employee should treat their costumers. Due to the bad experience and frustration I have experienced within this hotel I am filling a complaint. Everyone else has been so nice and helpful and even Dusty who 1st tried to help me and my family. I thank you all for the hospitality and good feed back being a ear to listen and helping in the many ways you have helped. I only had a bad experience with this representative on the 22nd of July and this has caused my whole experience to go down hill! I dont appreciate the disrespect and the fact that she knew our room was not paid for which was a system issue not mine I feel she was targeting me and my family and this is...

Check in: There was a landscaping service blocking the hotel entry where guests check in and out, and they did not seem to care that they were in everyone’s way. I had paid for my room in advance through Trivago. The desk attendant asked for a credit card for “incidentals,” which I gladly gave them. Later I discovered that they not only held more than the full price of the prepaid room, but they wouldn’t allow us to use the card for “incidental” charges from the grab and go at all.

The room: The room itself was super hot upon entry. It took a hour, but it finally got down to a comfortable temperature. They didn’t even have the air on at all. It was a fairly clean room, and the beds were comfortable. I was traveling with my husband, granddaughter and daughter, and we just needed a place to sleep, shower and potty for a night. We got the sleep and shower, but the potty was dirty upon arrival and clogged (or sluggish). We called, and someone came to “unclog” it. It never flushed thoroughly or properly at all, and we were afraid to use it. We ended up using the lobby toilets outside of the pool area. Not a very comfortable situation.

The service: We received a call at 2:15 AM regarding an Olive Garden bag that was left outside of our door. It was trash. My husband could not find a trash receptacle for the bag, and he chose to leave it outside the door for whatever reason. He said he tried to find a trash can, but there weren’t any readily available. I don’t know—He made the decision. However, one of the staff members chose to call our room at 2:15AM, disturbing the sleep of our 6-year-old grandchild. I do not understand why this had to take place at 2:15 AM, but it won’t happen again because we will never be back. Who does this? 2:15 AM?!?! Really?!?!? No hospitality in that decision at all.

Breakfast: It was fair. That’s about all I can say after a miserable night in this hotel.

Check out: I wasn’t greeted warmly, thanked for my stay, or asked how it was—not once. It was like I was an inconvenience to them. I let the 2 ladies know that I would not put anyone else in room 103 until the toilet situation was fixed. The moment I entered the room after checkin, I had to urinate (only urine and TP) and instantly realized upon flushing that the toilet was not going to work properly. We called and someone came immediately to “fix” the problem, but it was the same sluggish/clog type flush for everyone so we chose to use the restroom down the hall every single time we needed to use the toilet. Irritating to say the least, and there was ZERO apology offered.

I’ve never felt unwelcome in a hotel in all of my life until this stay. I will never be back. The sad thing, it is a budget hotel with big issues, and I still paid $139 (plus a $150 hold on my card) for the crappy night’s sleep without a working toilet. If not for the shower, and the bed I would have been better off sleeping in the car. Thank goodness Buc-ees was next door!! They’re always awesome and their toilets always work. (Too bad they aren’t in the hotel business.)

Additional note: The “HOLD” on my card is no longer a hold. It is now hard posted to my credit card. They received $139 PLUS $150 for a grand total of $289 for this terrible night’s stay in a BUDGET hotel. This is criminal! And no sir, I will never return. I’ve...

EXCELLENT PLACE! GREAT LOCATION! QUALITY SERVICE! CLEAN! We stayed at the La Quinta in Terrell for over a month, as we were in the process of selling our home, renovations, and transitioning. We were delightfully pleased with our clean room, clean laundry room that accepts debit/credit cards, the breakfast is good and Helen makes the best eggs! Additionally, they offer two waffle makers, which makes it really nice for guests. Housekeeping did a really great job and helped me out when I had a misunderstanding. I really appreciate them. This location is superb, with modern technology and USB charging ports.

The front desk staff was kind, made sure we extended when rooms were running low, most greeted with a smile, and they allow you to change the channel in the lobby area, which is great when my children can lounge and watch one of their favorite shows. The fitness room was also clean and nice and we often noticed families having a lot of fun in the indoor pool.

I don't have anything negative to stay. Jamarius H. was really sweet and accommodating to our family and connected with our children also. When we needed additional supplies, or he started his shift and saw me working, he asked if I wanted fresh coffee and frequently refreshed it for guests. I noticed his kind heart, patience, and professionalism with customers and a disabled guest.

As a business analyst and project manager by trade with a heart for customer service, my recommendation for executive leadership and management would be as follows: 1.) Hold staff meetings in private areas or in the meeting room instead of public areas to maintain the privacy of issues, reprimands, guest concerns, and to allow guests to use the seating area for laptops with the charging cords. The smaller tables are cute, but they do not offer an electrical outlet.

2.) Maintain competitive prices with your nearby competition, the Tru offers more kosher breakfast options, including chicken sausage, games for families to borrower, and a pool table. They also offer an assortment of teas and hot cocoa. However, your lounge area is very nice and your indoor pool is awesome for those that prefer it.

3.) Boost employee morale by hiring qualified staff and finding ways to relate to staff, to motivate, and inspire everyone as a cohesive team. This boosts confidence, the entrepreneurial spirit, and will display to the customer when they see the confidence and warm smiles, that also translates over the phone when speaking with customers.

4.) This is for executive management. Boost sales on convenience products by making them more convenient. Countless customers chose not to buy from the market due to pricing. With Buccees right across the street not everyone wanted to hike over there. It would be easier to provide convenience machines or upgrade facilities at locations to include modern self-check out markets that are now being added to workplaces, or simply buy cases of water from Costco and sell them for a $1 or $2. Customers will easily buy multiple waters for their families vs. keeping items in stock that will never sell and expire.

Those are all minor recommendations for management, we will definitely be back and this is our favorite hotel in...