La Quinta Inn & Suites White Plains – Elmsford

I had to wash at the sink because the bathroom smelled like urine, the shower didn’t work, and there were no towels. When I called, the desk told me to come downstairs and get some. Nobody helped or apologized. The next morning there was still no cold water. They sent me to a different room to shower, but it was filthy: used sheets, a dirty tub, and feces in the toilet. After I complained again, they finally moved me to a room with a usable shower. I sent proof of what happened to the general manager, Michael Scott, and assistant GM Lacrista by email. Neither replied. I’m writing to warn people away from staying here.

The breakfast is a basic hotel buffet, but the room was modern and very clean. The bed was really comfortable, there were plenty of pillows, and the large TV and wi-fi were great. I got speeds up to 159mbs. I’d come back.

Our package still hasn’t been shipped, after more than three weeks of calls and emails. We stayed at Baymont by Wyndham White Plains - Elmsford from December 4 to 5, 2024, for a New York event. We’d arranged for a package to arrive December 3, and the hotel agreed to accept it. It actually arrived December 8, signed for by someone with initials "CC," according to the shipper. That part seemed manageable at first. After checkout, staff confirmed they had it and asked us to email a prepaid UPS label. We sent it December 20. On December 22, they confirmed they’d received the label but gave no shipping date. We kept calling and got long holds, no answers, or explanations about short staffing and check-ins taking priority. They told us to call managers Michael Scott or DeCrista on weekdays between 10 AM and 2 PM EST, but we never reached them. We only spoke with staff in the evenings, around 6-8 PM, and had to piece together updates from the front desk and maintenance. On December 26, a female staff member said she had personally dropped the package at UPS. By December 28, tracking still showed only that the label had been printed, with no scan. That made it look as though she hadn’t shipped it. When we called again, Isiah at the front desk admitted it was still at the hotel, shrugged, and told us to call the managers the next day. The dismissive responses and lack of follow-through have made this the worst hotel interaction I’ve had in decades of travel. I felt we were being treated as a nuisance, and the staff gave misleading information. I want the package sent immediately with proof, and an explanation of how this failure will be addressed. Wyndham’s brand is damaged by this kind of negligence. I’ll also post this on social media and review sites to warn others. If you book here, expect to deal with staff who seem untrained and discourteous, and management that doesn’t appear to monitor how guests are treated.

The place was clean, the rooms were comfortable, and the location was good. I visited with my daughter, who uses a wheelchair. The pool lift chair wasn’t working, so getting her in and out of the water was very difficult for me. There were no towels at the pool, either, and it’s closed to guests in the morning. That was really disappointing.