La Quinta Inn by Wyndham West Long Branch — Hotel in West Long Branch

General Manager David was extremely rude and unprofessional. This is by far the worst La Quinta I have ever stayed at. My check in was ok, it did take a bit, but the front desk agent that took care of us was actually nice and professional. I had booked 2 rooms, one through the Wyndham & one through Priceline. The room was not up to par with other La Quintas that I have stayed in. Like others have stated & shown pictures about the stained linens, my room was no exception. Unfortunately I didn’t realize that the towels had several brown stains throughout until after I showered and grabbed one to dry myself. I told housekeeping about it in the morning & was at least able to swap out the towels for cleaner looking ones. We were here on business so we were barely in the room other then to shower and sleep. When we checked in I mentioned a late checkout and was told to speak with someone the night before checkout to make the arrangements. On the night before checkout, I went to the front desk & told them (different from check in person) that I wanted to do a late checkout for both of my rooms. At first he stated they don’t do late check outs and then changed to, they only do it for platinum members. I pulled out my app that has my gold membership with the late checkout perk clearly listed. He continued to argue with me & kept telling me I was wrong. He finally went into the account and said I can do it for only one room because this room is gold & the other is not. I explained to him that I booked both rooms & when I checked in the front desk agent added my rewards membership info to the one I booked through Priceline. He started arguing with me again & said that the other room was not gold so he wasn’t doing a late checkout for that room. I again showed him my gold membership & said if they are both under my name & your doing it for one how is it not gold? He continued to be rude and argue with me, so I stated I’ll speak to the manager in the morning about this & went back to my room. Because we were coming back from events really late and exhausted we didn’t really notice the things that were wrong with the room until much later. This brings me to the morning of checkout when I grabbed the room phone for the first time (as I didn’t need to use it prior) to call the front desk. I pick up the receiver and the cord is not even connected to the phone. I plug it in and the unit itself doesn’t even work. I start calling the hotel from my cellphone and no one answers. In fact it took several attempts to finally have someone pick up the phone. When someone finally answers, I start to tell him that the phone in the room doesn’t work. The person on the other line responds with an attitude and asked me what I want. I respond with what do you mean what do I want? I’m trying to tell you about this phone not working for starters. He responds with “ok, is that it? I have a customer in front of me!” I tell him no, & start to try to tell him about what happened last night with the other front desk agent & the late checkout. He cuts me off and says “we don’t do late checkout. Anything else?” At this point I knew I wasn’t getting anywhere over the phone so I decided to go talk to a manager in person. When I get to the front desk there’s a man on the phone speaking to someone, I instantly recognized the voice & the attitude. This was definitely the same person that I had just spoke with on the phone & he was being rude to yet another person. He kept cutting him off saying so do you want to book a room, over and over. Once he hung up and got to me, I told him we spoke on the phone & that I wanted to speak to a manager. To my surprise he stated he is the general manager, David. Things were starting to make more sense to me. Since David is in charge he doesn’t care how he treats the customers since he feels he can do whatever he wants. I said I will report him to corporate, he said go ahead with attitude. I reported to corporate & guess who responds via email? David! He changed the facts to fit his narrative. Good thing I...

RIP OFF and DIRTY!! They will take your money without cause and make up an excuse. From what I can see in other reviews, my experience isn’t uncommon at this location

@Wyndham really need to make sure that their franchises are keeping a standard synonymous with the name Wyndham.

My partner hates cigarettes so I cannot smoke around him. Therefore I know 100000% we didn’t smoke in the room, plus I know I didn’t. I smoked where everyone else does. 100 feet from my hotel door. Definitely try somewhere else first. Last resort! I have stayed in many different Wyndham hotels and resorts with no issues. I will NEVER spend my money at a Wyndham property until my money is returned.

Our check in went smooth, but we had to ask for another room due to the one we first went into was dirty. You could clearly see the bathroom was dirty along with any flat surface. We paid a $150.00 deposit on top of the room fee. We went out for the night, came back and went to bed. Then the next morning, we went to check out. The employee at the desk stated that it takes a couple of days to get the deposit back. We said no worries and departed.

About a month goes by and we noticed that we never received our refund of deposit. We called and spoke to the front desk. They were NOT customer service friendly and didn’t seem to care about our concerns at all. All we we were told is that “we kept your deposit because you smoked in the room.”

We advised the clerk that we did not smoke in the room and why wasn’t this brought to our attention prior to keeping our deposit? To which they stated “we’re not required to tell you if you’re not getting your refund back.” I find this to be unprofessional and rude.

We asked what proof they had to come to the conclusion that we smoked in the room? They stated that the housekeeper “smelled smoke when she went into our room.”

I’m sorry, that’s not acceptable to me as the smoking area was less than 100 feet from our room and we didn’t smoke in our room. They had people standing outside the guest side door smoking even when we left. We smelled smoke the night we stayed and it turned out to be someone at the guest door smoking with it open. I’m guessing they didn’t have a key to get back in. It’s very possible that the smoke emanated from the smoking area down the hallway and into our room and other rooms as the door was propped open when we left.

After many discussions with management at this location and reaching out to Wyndham Customer Support, we were told that this location is owned by a franchisee so we must go through them. As we were unable to get a result from this location, we contacted our bank and disputed the charge. Our bank refunded the charge within a week. Then all of a sudden, two months later, the money was pulled again.

Anyone can say they smell smoke. If they are going to claim that we smoked in the room, they need to have proof other than a smell that could be coming from another area or address it before checkout. Not weeks later!

All in all, we still have not received our refund. I know it’s only $150.00, but that’s not the point. The point is that we did not smoke in the room and a housekeepers word shouldn’t be the end all be all of who...

Sorry, this is long, but this place is terrible, and people should be aware … I am an experienced traveler (global), from fancy hotels to hostels of the world. This was by far the worst customer service I have ever experienced in my entire life. This is a disgrace to the “hospitality” industry.||||I arrived at 6pm with nobody at the front desk. Someone showed up five minutes later, after we screamed “hello” several times. I checked in and went to my room which was not ready (at all). I had to walk back to the front desk (not a short walk after a long trip) and there was nobody there AGAIN. Now it was 6:15pm. I waited with two other frustrated guests for 30 minutes until someone showed up. All while we were screaming for someone and calling a number left for people to call if the desk was left unattended, that nobody ultimately picked up. From here, I was checked into my second room … which was unmade AGAIN!?!? By the time I got to my room it took over an hour. This made me late finishing a report for work due that day/night, which made me late for the event I had come to town for.||||When I complained to the front desk (there was shockingly someone there this time!), they told me I had to speak to the Manager. Well, he was not there on the first day I was there, and he was late to work by over an hour the second day I was there. I was not able to speak with him. However, I was given his business card, but when I tried to email him, it was sent back as undeliverable. Perfectly fitting of this dumpster fire!! ||||Lastly, the keys to the get in the building from the parking lot did not work multiple times, the toilet seat was not attached to the toilet and kept falling off, and the pool was closed during our entire stay with no advance warning. Otherwise, if someone who knew how to run a hotel was in charge, it could be an OK place as far as location, cleanliness and rooms/bathrooms. The cleaning staff was fine. ||||Unfortunately, the people who run this place have no idea how the hospitality industry works. It’s bad enough with everything that happened on this stay, but they took ZERO ACCOUNTABILITY for all their missteps. Frankly, this is why I am writing this review. Everyone has a bad day or bad luck, but when the person(s) who can make up for it does absolutely nothing, that tells you it wasn’t because of coincidence. Their actions (or lack thereof) revealed their true colors and this place SUCKS. People should know! ||||Good luck … you can...