La Quinta Inn & Suites Brownwood

The room was clean, and I checked the mattress carefully for bed bugs before lying down, so I was grateful for that. Still, I wouldn't recommend this place. The elevator wasn't working, as reviews had warned, and I had to make three trips up the stairs with my things. There was no clear repair date, so the hotel should discount the price. The walls are extremely thin: footsteps, doors, and conversations in the hall all come through, and even someone simply walking by sounds like loud thuds. Lots of people seem to use it for work travel, so there's constant traffic and not much peace. The shower head also sprays strangely because of some kind of spout issue. For what they're charging, the accommodations should be better. I'll let Wyndham know the elevator was out during my stay.

The manager showed no remorse or apology, and after two days I still haven't had Thad a phone call. I checked in for a couple nights, then came back after being away for several hours to find the bathroom ceiling leaking and the floor soaked. They moved me quickly, but I slept restlessly. At 4am the next night, I woke up uncomfortable and found bugs in the bed. I took pictures and went to the desk, where they told me to wait until 9 or 10 for the manager. I packed everything in trash bags, loaded the car, and spent five hours waiting in an office chair in the room. The manager said they needed an exterminator to check whether I had brought the bugs in. I found them in the bed I wasn't even using. I showed the photos, but she said they didn't look like bed bugs, though they are. She said compensation would be decided after the exterminator checked the room. I don't know how to trust that the room will be thoroughly cleaned before the exterminator arrives. I think I'd know if I had bugs at home.

We picked this place for the lower price and because pets were allowed, after our truck broke down roadside. The truck was going to be fixed that day, so we canceled at the desk. The receptionist assured us there was nothing else to do, but we were charged the full price plus extra fees and never got a refund, even after filing a claim with customer service. The GM called us a “no show,” despite us spending 45 minutes in the lobby. We paid for a room we never used. This was the worst service I've had. TOTALLY SCAMMED, DO NOT STAY!!!!!

We booked four months ahead, and as rewards members got a pre-check-in email offering late checkout as a “reward.” The request was denied. When I called, the woman said they deny all online requests and that I'd have to ask the manager at check-in. Once there, we found the first-floor A/C was out and the elevator was broken. When I complained, the front desk woman said we were young and could walk upstairs. On the stairs there were bugs everywhere, and we took pictures. The hall smelled like urine so badly it made me sick, and the room was just as filthy. I photographed that too. I immediately called the 800 customer service number to ask for help finding another room. That call lasted about 45 minutes while they put me on hold and called the front desk, which offered no solution. The condition was so bad I'm not sure what they could have done, but the lack of effort and service makes it clear why the hotel is in this state. The desk told me manager Tina was unavailable until 10am the next morning. I wasn't staying in that filthy, bug-infested place. After we left the lobby and got in our car, the front desk called to say they'd spoken with the manager and she was charging us for the night, even though we hadn't stayed or used anything. We were there only long enough to document the filth and try to get customer service to move us to another hotel, then left when the call was over. I have a formal complaint and dispute. Do Better!!!!!!!!