La Quinta Inn & Suites by Wyndham Austin NW/Lakeline Mall
🏨 Hotels & Travel · Austin
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Staff failed to provide room despite availability and non-refundable booking.
Hotel incorrectly claimed a points-based booking was unpaid
Business reply on Google
Thank you for your feedback. We’d like to clarify that the reservation in question was renewed late in the evening, and while the room itself may have been booked using points, a valid method of payment is still required at check-in to cover the standard deposit. Unfortunately, we were unable to secure that deposit at the time of renewal, which led to the situation you described. Our policies are in place to ensure a smooth experience for all guests, and we’re always happy to explain them in more detail during the booking process. If you have any further questions, please feel free to reach out to us directly.
Hotel room was dirty with previous guest items left behind.
staff is unresponsive regarding requests for invoice details
Business reply on Google
Thank you for sharing your feedback. We're very sorry to hear about your experience and sincerely apologize for any inconvenience caused. Please note that since your reservation was made through Booking.com, the invoice for your stay will be issued directly by them, as per their booking policies. We recommend reaching out to their customer support for assistance in obtaining your invoice. Leany Weis Front Desk Manager
filthy room with clogged toilet and unhelpful staff
Room was poorly cleaned and contained hazardous debris.
Business reply on Google
We're very sorry for the delay at check-in and the cleanliness issues you experienced. We've addressed this with our team to prevent it from happening again. We also appreciate your feedback on the fridge and beds and will review these areas. Thank you for staying at La Quinta Inn & Suites! Leany Weis
Hotel failed to provide housekeeping and consistent hot water access.
Business reply on Google
Thank you for your feedback. We're sorry to hear that your experience did not meet expectations. We understand how important comfort and consistency are during a stay, and we regret that you encountered any inconvenience. We always aim to provide clear communication and support throughout each guest's visit, and we appreciate you taking the time to share your thoughts. Your comments have been noted, and we’ll continue working to improve our guest experience. Front Desk Manager Jerson Valenzuela
Staff attempted unauthorized entry into guest room at 6AM
Business reply on Google
Thank you for sharing your experience with us. I sincerely apologize for the disturbance and discomfort you and your family encountered during your stay. We always aim to provide a peaceful and safe environment for our guests. Your feedback is important, and we are addressing the situation to ensure this does not happen again. We truly value your business and hope you will consider staying with us in the future.
Hotel had dirty rooms, faulty doors, and disruptive weekend construction noise.
Business reply on Google
Dear Efrain, Thank you for taking the time to tell us about your experience at La Quinta Inn & Suites by Wyndham Austin NW/Lakeline Mall. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. Your feedback is very important to us, and I am saddened by your experience with the rooms. Please rest assured that we are taking the appropriate measures to address the problem and prevent any future occurrences. Here at La Quinta Inns & Suites, we continuously strive to meet your needs and expectations. We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future. Sincerely, Jerson Valenzuela Front Desk Manager
Hotel charged an unauthorized smoking fee to the customer's account.
Business reply on Google
Thank you for taking the time to share your feedback. I am sorry you were unhappy with the smoking fee, however as both the GM and I have discussed there was physical evidences of smoking in the room.
Front desk staff engaged in a rude confrontation with a guest.
Business reply on Google
Thank you for taking the time to share your rating and your concerns with your experience. I am sorry that you were upset by the situation that you witnessed. Our staff also respects the rights of others and it is unfortunate that we do not always receive that respect back. This was the case with the situation that you are referring to. These comments will be shared with our staff and again I appreciate your feedback. Jayme H - General Manager
hotel failed to provide adequate housekeeping and towel service
Business reply on Google
Thank you for sharing your feedback concerning your recent stay. I do sincerely apologize if our staff was not clear in explaining our housekeeping policy. I will speak with the staff concerning these comments, I am not sure what circumstances would warrant the response you allege but I will coach them on the proper way to convey our policy. Jayme H - General Manager
Air conditioning unit was broken and front desk was unattended.
Business reply on Google
Thank you for your feedback concerning your stay. We regret that the AC unit had this concern during your stay. We have had our maintenance department rectify the situation. Jayme H - General Manager
Personal property stolen from hotel room by staff
Business reply on Google
Thank you for taking the time to share your feedback concerning your recent stay. While I am sorry that an item was left behind and were unable to return it to you, you are most certainly able to follow whatever steps you need to. We do maintain an extensive lost an found inventory, with items from stray socks to electronics. If you have anything further I can assist with, please let me know. Jayme H - General Manager
The room was hot and the bed was uncomfortable.
Business reply on Google
Thank you for taking the time to share your feedback concerning your recent stay. I am sorry that our hotel's AC was not what you were expecting. I will also look into your comment about the beds. We do appreciate our guests for both the compliments and critiques as we look to improve. Jayme H - General Manager
Hotel rooms are dirty and facilities are in disrepair.
Business reply on Google
Thank you for taking the time to share your feedback concerning your recent stay. I do regret that this stay fell below your expectations. While we are actively in the process of installing new carpet, we also have started the process to update the rooms. Jayme H - General Manager
The hotel room and hallways were dirty with mold and stains.
Business reply on Google
Thank you for your feedback concerning your recent stay. On behalf of my staff I do appreciate that you were pleased with their customer service. Our staff is working to correct the concerns that you encountered. I do regret that this stay fell so far below the expectations that we strive to achieve for our guests. I hope that you are able to give us another chance to exceed your expectations. Jayme H - General Manager
Unauthorized person entered pool area and management failed to address concerns.
Business reply on Google
Thank you for taking the time to share your feedback with regard to this incident during your recent stay. I do regret that I was not able to contact you prior to your departure. I know that if felt that the concern was not attended to, however the authorities were contacted as soon as you notified the desk staff, however the individual in question had already left the premises. I have removed the photo that showed a hot tub, as we no longer have that. I am sorry that this incident happened and I hope that you were able to enjoy your time in Austin apart from this. Jayme H - General Manager
Guest was evicted from hotel following a noise complaint dispute.
Business reply on Google
While I do thank you for your feedback, I am sorry that this stay failed to meet your expectations. Our staff strives to ensure that each guest is able to enjoy their stay to the fullest. This is why, when a concern about noise or any other situation is brought to the staffs' attention we do investigate, or question to see what can be done to reach a resolution. Our protocol in a situation where noise is an issue, such as a TV that is too loud, an alarm clock that is not being silenced, or even guests' own noise level, we do call the room and state the expressed concern. It was not our intention for the situation to escalate, however in this case, that was the outcome. Again, thank you for brining your concerns to my attention. Jayme H - General Manager
Hotel room sheets were covered in hair and management ignored complaints.