Nothing good to say
Posted Apr 3, 2017
When I looked up the hotel on the web it appeared bright and clean and stated it was close to John Wayne Airport with a convenient shuttle . It was only when we phoned 3 days before departure to ensure there were no mistakes that we learned that the shuttle doesn't run at night when we arrive. On the same phone call they asked if we wanted a king bed. Sure we said, but we have to be at the front of the hotel as the back is near a railway track. Upon arrival, our short hop from the airport was a $45 cab ride and our room was in the back of the hotel in a modified concrete bunker that used to be part of a grain silo. No way , we said, so after explaining all this to the single night clerk on duty, we were moved closer to the front. After dragging our luggage around for 20 minutes, we opened the door to a room I wouldn't have paid half the money for. It was dank, felt like it was barely cleaned and was next to a generator that you could hear all night. We were too exhausted to start all over again so we slept on top of the covers and checked out at 7 a.m. promptly. The staff didn't appear too interested in our experience. I will never stay in a La Quinta hotel again. Thanks for letting me vent .
Comment from Hotel Management
Apr 13, 2017 by LQ Customer Care, Hotel Management
I would like to start off by apologizing for your recent experience at our property. We pride ourselves on delivering exceptional customer service, and in this instance we failed to meet not only your expectations of quality service, but ours as well. We will use this incident as a way to train our staff and improve our guest approach so that this will not happen again in the future. I ensure you that this is not a standard occurrence for our hotel and we hope to be able to make it up to you in the future.
LQ Customer Care