La Quinta Inn & Suites by Wyndham Charleston Riverview

KEVIN · 2022-10-15

＋ Nothing.

－ INCOMPETENT/DISHONEST, CONFRONTATIONAL STAFF & MANAGEMENT My arrival was delayed by a car rental company screw up. I call La Quinta & speak to a woman who is very helpful & understanding (although she seems partially distracted by a conversation she is having with someone on the side, who she addresses as "Shawnay"). I advise her of my situation. She replies, "I recommend you cancel this reservation with me now, so you don't get charged, & then re-reserve. Unfortunately the rates I have for you now are going to be higher than what you got through the agency you originally used; I recommend re-reserving through them. You can also call us tomorrow before 2:00PM to talk to our manager; he should be able to work something out for you." I tell her to cancel it, per her recommendation. She puts me on hold, then says she has texted the manager & "It is canceled." Next morning I get a car & drive to LaQuinta. En route, I call them & speak to a man who does NOT transfer me to a manager despite my request. He states that the reservation ISN'T canceled & there will be no refund "because the reservation was made through an agency. But thanks for letting me know you're still coming." I elect not to argue for the moment. When I arrive, a gap-toothed woman at the front desk says "You've been charged a no-show fee." I ask who I spoke with the previous night. She replies "It might have been Shawnay, but she can't cancel reservations." I ask for a manager. A guy comes out & says I never spoke with anyone there/I must have spoken to a call center. When I disagree, he checks his watch to indicate boredom. Meanwhile the gap-toothed woman gets confrontational and refuses to answer my questions. Next day she insults me as I pass the desk. I say nothing, but she does it again the next day as well. I tell her off the second time & she starts shouting insults/threats of violence. I have to ask janitorial staff for help checking out.