La Quinta Inn & Suites by Wyndham Abilene Mall

The staff were friendly and tried to help, though they could only do so much. The front desk team did what they could, and I don't blame them for the maintenance problems. There was a decent continental breakfast with plenty of choices, and the employees were sweet and happy to answer questions or help with fresh coffee. Housekeeping was friendly too. Still, the hotel needs a major overhaul. The rooms are old and in serious disrepair, with lots of water damage, smelly carpet, black mold, heavy rust in some bathrooms, and large damaged spots on the ceilings. The furniture is chipped and old, and everything needs fresh paint.

I slept well during the week I stayed, and the room was clean and okay overall. The location was quiet, and the staff were very friendly and helpful. Check-in and checkout were easy. That said, the problems were obvious, as the photos show. The hotel needs to pay closer attention to the details in the rooms and throughout the building. I hope the leadership reads this and makes plans to improve things for future guests. Thanks for a decent stay, but I can't recommend it right now when there are plenty of places in the same price range.

My boyfriend never ended up staying here. After a frustrating check-in, he just wanted to rest, but the first key the clerk gave him opened a room where guests were already staying. They were horrified. He returned to the desk, got another key, and found that room was occupied too. When he raised it, the clerk said it happens all the time. He asked for a manager and was told none were available. It's frightening to think someone could enter an occupied room, or that someone might have a key to his room and take his things while he was out. To make matters worse, they wouldn't release the hold on his credit card, which they'd already mishandled by holding over $800 for one night. We were told a manager might take several days to call, and we're still waiting. This is inexcusable. Why stay somewhere that gives out keys to occupied rooms?

The photos online are misleading. The rooms were outdated, and there were no walk-in showers. We had no hot water, the TVs didn't work, and construction noise kept going. A young woman at the front desk moved us to another room, but all the same problems were there. When I went back to report it, she said no previous guests had complained and asked for the key back. Nothing was resolved, and there was no apology or refund. The service felt extremely unprofessional, and the staff member we dealt with was rude and unhelpful.