La Quinta Inn & Suites by Wyndham Tyler - University Area — Hotel in Tyler

EDIT: While I understand there are policies in place, and I also understand I made a mistake myself by booking the wrong date, I also understand making things right for your customers is what customer service is about. I was not asking for anything other than to accommodate an unused reservation to that very night, since I was mistakenly thinking my reservation was for that night. They give you the run around, i spent 2 hrs on the phone, back and forth from the front desk who tells you you need to talk to customer care to then customer care transferring me back to front desk. This went on for about an hour. All in good terms since at that point i was still sure they were going to help me. They finally tell this this decision will be up to the hotel manager’s discretion. So drove to the hotel since i was already in town. Then they told me the GM was next door at the Staybridge. We drove there, explained the whole situation for the 10th time only for him to tell us he wont help us. Sorry you made a mistake, your fault. We would be loosing money if we honored your staty tonight. I told them, the room was unsured on the that wrong date i booked for, his response was they could have rented that room to someone else, so they lost money. The wrong booking i made was for Jun 12, it was a Wednesday!! I responded, that only happens if you were booked but it was a Wednesday. Without looking at a computer he tells me, we were sold out that night,,, to which i laugh, i then realized they had ZERO intentions to make things right for us. So i left, after 2 hours of them giving me the run around, this guy, the GM tells me, in what was a less than 5 min conversation, that the $120 we paid had more value that his and the owners customer service values. I wasn’t asking for anything illogical, or irrational, i wasn’t aggressive or demanding, nor I’m the kind of person that goes around complaining or trying to get things for free... I was simply and mistakenly sure they would be able to help me after I made a mistake that would have cost them nothing to fix. Now they are talking about descrimination towards other customers to justify their lack of professionalism!! Hence my fair and legitimate complaint about their customer service.

ORIGINAL REVIEW: Hate to give them even a 1 star review. Their customer service is the worse. Of course they might be polite and helpful when it is all good but as soon as you have an issue and need their help they will show you the bakc door, they rather loose your buisness than making things right. Per the manager Chris, he just follows the owners policy. So I'd tell you this, they just want your money!! BTW, the Staybridge right behind is sall smae owne and same manager.... do yourself a favor and stay...

I was emailed the night before I was to visit that there is new $250 deposit, no reason explained.. They said they improved the place it looks exactly same. I got a call one hour before leaving for wedding in Tyler asking me if I was bringing a pet. All my friends go to this hotel because they were always pet friendly, I was told as of June 1 2021, no longer pet friendly. Had to leave my dog at home with no plan in place for anyone to take care of her.

The desk clerk was very polite but told me she could do nothing to help me change hotels and she could not refund my money. I had no choice but to leave my dog. She says mgr will call me, of course she doesn't until she is told again to call me. Mask mandate on front door and not one single mask to be seen on employee or guest, I was the only one. Tyler has the least vaccinated district in the state.

Now comes the real insult as mgr "LeBrenda" is loaded and ready to argue when I came to front desk . She immediately scolded me about the pet change on June first, acting as if it had been broadcast around the state. It could have started nice, but she went into a lecture on that is how it is, no refund sorry "have a good day " she repeated 10 times. She does not belong in customer service! Rude! Room was very nice as in proper stays, No other improvements seen at Hotel as she claimed Water spill w fan blowing in hallway you had to step around.

I paid for 2 nights plus $250 to attend wedding in town. Instead, I am leaving wedding early and driving home. I told mgr best hotels in the world don't charge $250 deposit, she threw at me they are looking to raise it to $400, I told her good luck w that. I used hotels.com to book, she acted like I was a fool for doing that, and she cant do anything because of that, I know for a fact she could, she refused.

Used to be a great place, but this rude mgr. needs to go, I am continuing my complaint to Wyndham and the owner of this...

BE VERY CAREFUL IF USING A DEBIT CARD AT THIS HOTEL. THE OWNER MR. PATEL WILL INSTRUCT HIS MANAGER TO RUN THE DEBIT CARD IN DUPLICATE. THIS MOTEL DOES NOT HAVE A GOOD OWNER. VERY CHEAP. I stay at La Quinta all over the country. This is a nice hotel, most of the employees at breakfast, bar, housekeeping and senior front desk personnel are very nice and could not understand how all of this was happening and the embarrassment to me, my clients and the other clients that came to a business meeting on the evening of the 7th at the hotel. However, I will say this, this is the most cheaply run La Quinta I have ever stayed at. Only one garbage can outside, only one cigarette dispenser outside and both of them were completely full. If you have a dog friendly hotel you need garbage bins to put poop bags in. No toilet paper in the downstairs bathroom, elevator that does not work, etc. This hotel needs proper management and responsible trained personnel. Telling my clients that my credit cards are declined, asking my clients to pay cash for their rooms, putting a female into an occupied room with a man in it, total irresponsible billing excuses, is totally irresponsible and La Quinta’s franchisee wants me to pay first class rates for this. The answer is no, no, and no. As a long time Elite member, I believe La Quinta, La Quinta franchisee, or Ms. Benefield needs to learn a lesson in hospitality and responsibility in exchange for the embarrassment and incompetence the hotel exhibited by their inept actions. After discussions in attempting to resolve it is Mr. Patel the owner that instructs the manager to do things she has agreed not to do. Bad owner, causing...