La Quinta by Wyndham Houston IAH Bush Intl Airport E

Location

Wifi

Bad place to stay , unprofessional and rude personal.

This was one of the worst customer service experiences I’ve had at a hotel. The toilet in my room was clogged and completely unusable. When I went to the front desk around 4:52 PM to ask for help or to be moved, the employee was dismissive and rude. She told me that a broken toilet was “not a reason” to change rooms and said that if I wanted to go to another hotel, that would be my problem. That response is unacceptable. A functioning restroom is a basic requirement, not a luxury. Although maintenance eventually came to fix the issue, that does not excuse the way I was treated. The lack of professionalism, empathy, and basic respect from the front desk staff made the situation far worse than it needed to be. Management seriously needs to address how guests are spoken to. No one should be treated this way for reporting a legitimate issue.

Before booking, I contacted the hotel directly to confirm 24 hr transfers from and to the airport. Never was I told that they required a reservation. Once confirmed, I booked. When I arrived just past midnight on April 4th, I was picked up and taken to the hotel. At check in, I again asked about a check out transfer and was told that only 6am and 9am were available because 8am was booked (that's what I wanted). Since 9 would be to late, I told the young lady to put me in for 6am. I went up for a few hours of sleep. At 5:40am came down to the lobby and waited for a pick up. At 6:40am, I asked where the shuttle was. I was told there was no shuttle since I said I was taking an Uber. Hmmm, I never said I was taking an Uber! I attempted to ask for options but was told there were none. Unfortunately, I didn't know her name, she wasn't wearing a name tag. She was rude, inconsiderate and not helpful. Completely made me lose trust in La Quinta hotels. The claim of offering an airport shuttle 24 hrs is not accurate. I booked because that is what was advertised. I even called to confirm it and have phone records as evidence. In the end, I took an Uber because La Quinta failed me. P.S The woman prepping breakfast was kind but VERY sick. No one in that condition should be handling food. She was coughing all over the place and didn't put on a mask till other guests arrived. We couldn't really enjoy it because of this and we thought we were waiting for a shuttle that never came.