La Quinta Inn & Suites by Wyndham - Lake George — Hotel in Town of Queensbury

This will be the first time I’ve attempted (yes) to stay and the last time I’ll ever deal with a LaQuinta.

My mother is extremely ill plus she uses a wheelchair to move around and a walker to assist her when needed. She wanted to get away for the weekend for a change of scenery and I was going to take her to the village to shop and I thought this hotel would be perfect for her and my 5 year old. Upon pulling up, the hotel was beautiful and the man that checked us in was pleasant and check in was smooth. I asked if there were wheelchair accessible rooms available as I didn’t see one listed online and he said No but the room was bigger and has a kitchenette.

We get into the room, which was very nice, and it was spacious so getting the wheelchair in was fine. We discovered shortly afterward that my mom could not safely get in or out of the bed as the bed was too high for her unfortunately. I went down to the front desk and told the man what was going on and asked him if there was a different room where maybe the beds were lower or if not we could take a downgrade for a room with a king or queen and a pull out sofa bed (which are usually lower) just so she had somewhere to sleep. He told me he had nothing like that available and said he’d reach out to housekeeping to see if they had a solution. He had me leave my room number and said he’d call. I waited about 40 minutes.. and no call. I went back down, and he looked pretty annoyed and said no one from housekeeping was there but then called one of them on his phone and they were in the hotel which was kind of confusing. The solution? Something to put by the bed so she can step up into it. Other than that, nothing else. The housekeeper was very nice though and I told her that wouldn’t work, she has balance issues. I did not want to have to leave because I had both my mom and child settled in but had no choice if they couldn’t help me. I returned to the front desk and told the man if he couldn’t provide another room, or a proper solution then we could not stay there and would have to find somewhere else to stay so we would need a refund. He told me he couldn’t give me one and that I’d have to email LaQuinta with documentation. I said “documentation of what? What do I need? I’m not understanding why you can’t just do a refund here, we literally can’t stay here” and he cut me off and said “Thats not our problem, thats your problem. You should have known, other people in wheelchairs have stayed and nobody has ever had an issue with the beds, it’s your fault you can’t stay. You dirtied the room already by being in it so no I can’t give one.” First of all, the attack was absolutely unnecessary and very disgustingly unprofessional. Second of all, I asked for a solution and one could not be provided, and third of all, I shouldn’t HAVE to go into all her health issues and the reasons why other people may not have a hard time. I was NOT asking for anything crazy, I asked for a room with a sofa bed instead and he told me there weren’t any and this was within the hour that we checked in! It’s not like I waited all night before bringing up my concern. Also he didn’t even look for more rooms, he just said “no, we don’t have any” when asked originally.

I did end up packing up and leaving and reaching out to LaQuinta themselves. Laquinta customer service told me there WERE actually rooms available so the guy straight up lied. Luckily there are cameras there so I do hope the company can see exactly how downright rude this man was about someone being in a wheelchair. I’ll get my refund and I hope that man loses his job. I will never stay at another LaQuinta if this is how they’re going to...

This place is getting two stars for the fact that it is nice and it is clean. Besides that, management & front desk staff are completely incompetent.

We were able to check in a bit early and our family of five was given a room with two queen beds. Our booking confirmation gave little info into what was included in our room, but we assumed that when you input a party of five (and each child’s age) when booking, a suitable room will be given. It was not. We immediately brought this to the attention of front desk who told us they would send up a rollaway bed.. not ideal, but an acceptable fix.

We had to leave for a bit but called back around dinner time to ensure the rollaway had been delivered. We were told by the man on the phone that we could not receive one because we had a kitchenette. We informed him the woman at the front desk said it would be delivered and he said he would take care of it. We arrived back around 9pm to no rollaway and we’re told three different stories, they were broken, they were unavailable and (my personal favorite) we never requested one. We had to go out and buy an air mattress to ensure we could all sleep comfortably.

The next day we visited the pool, a cool little spot for a hotel with a slide. A few groups of boys in town for the lacrosse tournament were there unsupervised, climbing up the slide and jumping off of the middle of it into the pool. After my daughter was kneed in the face by a boy going up the slide the wrong way, I asked the front desk to intervene. They (the same people as last night) did absolutely nothing so I had to say something to these children

I’ve never seen a place so unwilling to please their guests. We weren’t asking for a lot, simply a place for our entire family to sleep, and a safe pool environment. Absolutely horrible customer service

Additions after their RIDICULOUS RESPONSE: • to be clear, we were there under a room block for a lacrosse tournament. To insinuate that I would know every member of this national invitational event is utterly ridiculous. There were kids TERRORIZING younger kids and acting extremely unsafe. I told TWO members of your staff and you did ABSOLUTELY NOTHING. To also say that kids were escorted out upon management being informed is also a complete lie, as I was in the pool area for 45 minutes following my report to management and nobody was escorted out. I had to yell at other peoples children myself when my daughter was kneed in the face by a kid going up the slide. I did more to promote safety in your building than you did.

• our reservation confirmation shows a party of five, not four as specified, another blatant lie by horrible management.

• my request was only “last minute” when I was surprised with a room not suitable for a confirmed five guests. It was NEARLY EIGHT HOURS after my initial request that I was denied a rollaway, after being told it would be in there around 2:30, that it would be looked into at 5:00, told I never requested one at 8:00 (because it wasn’t in your “foolproof system” of writing it in a five star notebook) and then finally being told I wouldn’t be receiving one after my wife and I both went down at 9:30 pm

• this response is just more of the same. Just as you did when we were there, claiming we “didn’t request one”. Funny how you can pretty much say we’re wrong on everything but also Charlie it up to “new employees”.

You’re an embarrassment to hospitality.

The ONLY competent people working there were the...

Anytime visiting Lake George over the years we have stayed at La Quinta, enjoying good experiences. The kids loved the pool, and I was always happy with the rooms, service, and breakfast—all at a reasonable price. However, my recent stay from October 18th to 20th was extremely disappointing.

We arrived late Friday night around 11 PM after a three-hour drive. The check-in went smoothly, but once in the room, we faced an issue immediately. After just a couple of flushes, the toilet stopped flushing completely. I called the front desk, but they told me that maintenance wouldn't be available until 9 AM the next morning.. With three kids one which was a friend of my eldest daughter, this was an embarrassing situation, as we had no choice but to leave the toilet filled with urine and unfixed overnight.

We woke up early Saturday, had an average breakfast, and headed to the pool. The kiddie pool was warm enough for my youngest, but the hot tub was barely lukewarm. I reported this to the front desk, and while I did see maintenance come by, nothing seemed to change. When we returned to the room the toilet was working. Yay!

We went off to the Great Escape for the afternoon, getting back to the Inn around 6:30pm, the toilet seemed to work, but it was only temporarily, it soon broke again. Once more, I called the front desk, only to be told maintenance had left for the day. We decided to go down to the pool to see if the hottub was usable. When I checked it was again lukewarm, I overheard another guest mention it to one of the staff that was collecting the dirty pool towels that she had also reported but it still hasn't change, he in turn mentioned he would speak to the front desk. After 10 minutes I walked to the front desk again to mention my toilet issue and also to ask if any staff had come to him to tell him the hot tub issue. He said no. So i brought up the hot tube issue agian with him, he said i'm not maintenance and I don't know what I am looking for but I'll come and check it out to see if anything stands out. I returned to the pool area and remained there while the kids played and no one ever came to check anything out.

By Sunday morning, I’d had enough. We spent the entire weekend having to use the public restrooms downstairs, as the toilet issue remained a constant issue and no one wanted to risk leave their bowel movement floating in the toilet in case it didn't flush. There was no follow-up from management, no room change, no apologies—just frustration. I decided to check out early around 8 AM, asked the front desk to have the manager call me, and mentioned if I don't hear from them I will file a chargeback, because the weekend we experienced was hell. I could deal with a cooler hot tub. I cannot deal with my kids or I not being able to have a bowel movement in our own hotel bathroom and having to go down to use the public one everytime.

It's been over 24 hours since leaving, and I’ve not received any calls from management. Although I am sure after posting this, suddenly my phone will ring. The prices have gone up while the service & quality has gone down. I won't be staying here again, and I plan to dispute the charge with video evidence of the malfunctioning toilet. I'd attach it here but I don't think anyone would appreciate seeing a toilet bowl full of urine while I push the flush over and over...