La Quinta Inn by Wyndham Costa Mesa / Newport Beach

The billing was frustrating too. My confirmation showed a total of $225, including fees and taxes, but at check-in they quoted $269 plus a $50 security deposit. I understand the deposit, but the price increase wasn’t explained. When I asked, the receptionist was rude and told me to “take it up with corporate.” Other guests were having problems as well, with several people complaining at the desk. One woman didn’t even have sheets or towels in her room. Our room wasn’t ready at check-in, so they offered us another room to wait in, but that shouldn’t have been necessary. When we finally got our assigned room, the sheets and pillowcases had visible stains, the toilet had dried urine on it, and we were given only two small towels. When we asked for more, we were told they were “dirty” and none were available. The pool, which we’d been looking forward to, was closed with no advance notice. This was a very unpleasant stay. Cleanliness, service, and clear pricing should be basic standards, and this hotel didn’t meet even the minimum.

I’ve traveled regularly for business and pleasure for 40 years, and I’m 66 years old. I work for Stellantis NA,. I’ve stayed at other Laq Quinta Inns, and chose this one after looking at its website photos. Those pictures have nothing to do with this Inn, they’re from some other Inn or hotel. There’s no pool here. The furniture was old, second-hand, and dilapidated, and my room was quite dirty. The tub had black stains, there was only one hanger in the closet, and the bathroom had just a washcloth and a small worn-out towel. There were no amenities like coffee or tea, or even a small coffee maker. The room smelled moldy, and when I wiped the desks with a wet paper towel, it turned completely black from the dust and soot. I spent an hour cleaning and sanitizing the room. I called the front desk from the room phone, then from my cell, but nobody answered either call. I had to walk back to get hangers, towels, and soaps. I asked for bleach so I could at least clean the tub myself. The attendant said they didn’t have any and offered to send someone to buy a jug from a store. When I asked how they cleaned tubs and sinks without bleach on site, he said, “I don't know.” Soon after returning to my room, I saw a cockroach crawling over the small refrigerator. I took photos of it, the dirty tub, the dirty window seal, and other things.

The beds felt more like a box than mattresses, and the room had only two beds, nothing else. There was an immediate, strong smell of mold and age. The condition was far below what the website and commercials suggest, and I felt misled as a consumer. They told me refunds aren’t offered because the location “needs the money to operate,” which I found unacceptable. I’m not wealthy, but I expect basic cleanliness, comfort, and honesty for the price. It was an awful experience, and I refuse to stay somewhere that fails reasonable standards or won’t stand behind its accommodations. I’m writing about my recent check-in at La Quinta Costa Mesa. The online images and ads portrayed a clean, modern, comfortable place, but my experience was completely different. This property is giving the La Quinta / Wyndham franchise a very poor reputation. I hope the location is reviewed and corrective action taken, and would appreciate a response explaining how this will be addressed.

I had booked two nights, but couldn’t justify keeping my three small children there for another minute. I had to find extra money at the last minute for a room elsewhere, at a Comfort Suites, where we were thankfully treated with care and comfort. I thought I was upgrading by choosing La Quinta, but it was a serious mistake. I’ve taken photos of the room and facilities and am requesting a full refund. I’d also like to know how La Quinta plans to address this, since the property’s condition feels like a clear misrepresentation of what is advertised and raises serious health and safety concerns. I expected a clean, family-friendly, well-maintained hotel based on the website and ads. Instead, the buildings were outdated and the hallways dirty. I went to the room with my three small children despite my concerns, and it was even worse. It smelled strongly of bleach, roaches were in the bathroom, the room was dark and depressing, and the only working lights were in the bathroom. The television didn’t work at all. This was unacceptable and extremely distressing as a parent traveling with young children. It was the most disappointing hotel experience I’ve had, and I look forward to a prompt response.