I made a reservation for a king room and was quoted the horse show rate. Several days prior to my scheduled arrival I called the hotel to confirm my reservation and also to confirm the rate. When my husband and I arrived to check in, the desk clerk "Beth" informed me that she had no record of our reservation. I asked her how this was possible since I had called earlier in the week to confirm my reservation. Rather than being helpful about the situation, all she said was that she had no idea how this had happened. She searched their records and found the reservation had been recorded for May, not April.
Fortunately, she said that she still had a king room available and checked us in. I asked again about the rate and she assured me that we would still receive the "horse show" rate. We initialed and signed the form with the rate that we had been quoted. Three days later when we checked out I noticed that the rate we were charged was $20 per night higher than what we were quoted and than what we had signed for. When I brought this to the attention of the front desk clerk she informed me that we had been given an "extended" king room and that only the manager could change the rate. I pointed out that when we had checked into the hotel the clerk had said nothing about an "extended" king room and that the form we had signed indicated a lower rate. She agreed that we had signed for a lower rate but that only the manager, who of course was not available, could change the rate.
I asked if she could contact the manager and she placed a call but was not able to reach him.
I told her that since the rate was changed after we had signed the form and checked into the room we were going to dispute the charge with our credit card company. I requested that the manager contact me and I still haven't received a call back.
Aside from a lost reservation and being over charged, the customer service at this La Quinta is appalling. "Beth" acted like we were disturbing her when we checked in and had a terrible attitude. The next morning when I attempted to put milk in my coffee and found the dispenser was empty, I approached her at the front desk and asked her who was responsible for the breakfast items. She replied that she was, and when I told her that the dispenser was empty she retorted that "it couldn't be" since she had filled it that morning. OK, so what would motivate me to tell her that the milk dispenser was empty if it was full? I wanted to tell her to get off her butt and check it out since it wasn't working. It turns out that she had placed the wrong pump on the dispenser so it wasn't working. She then told me that it was full, which is somewhat irrelevant since it wasn't dispensing milk. This employee needs to find another career that doesn't involve serving customers!
It was also obvious that the room wasn't vacuumed during our stay as I found dirt on the floor.
Overall, I would never stay here again other than the fact that it is one of the few hotels in the area that accepts dogs. The Comfort Suites across the parking lot is much nicer.
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