La Quinta Inn & Suites by Wyndham Phoenix Mesa West

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Dear ******* Customer Support, I am writing to formally file a complaint regarding my recent experience with La Quinta Inn & Suites Mesa West, booked through your platform. I feel strongly that the handling of my reservation and the lack of crucial information on your site resulted in a financial loss and an unacceptable customer experience. On May 25th, I booked a prepaid room at this property through *******. One of the main reasons I chose this hotel was because, unlike other listings, there was no mention of a required security deposit on the booking page. I specifically filtered for hotels that did not have additional fees or deposits clearly stated, as I would not have been able to pay an extra charge upon arrival. However, when I arrived to check in, the front desk staff demanded a $75 deposit. I explained to the employee that not only had I stayed at this hotel before without a deposit being required, but also that this charge was not disclosed anywhere on the ******* listing. I tried to reason with her, but she was unhelpful, dismissive, and unwilling to escalate the issue to a supervisor. She refused to assist with canceling the reservation or provide any means of recourse—essentially leaving me stranded without accommodation or a refund. This experience was extremely frustrating, especially considering that the miscommunication originated between your platform and your hotel partner—not from any action or oversight on my part. Im expecting resolution.

Staff was not helpful at all when asked questions. They did not know the answers. The breakfast, by far, was the worst breakfast at a hotel I have ever had. Eggs were cold and flavorless. Few options of anything to eat. The printer available for guests was not working. Evidently you were suppose to email to the hotel whatever you needed printed but there was no sign on the printer letting you know it did not work or what to do. The staff was not able to help us either. The printer needs to be fixed. Pass through doors in rooms were not solid core which led to being able to hear everything that was going on in the next room. Too noisy.