La Quinta Inn & Suites by Wyndham Fort Worth NE Mall

There was a musty smell, dog poop hadn’t been picked up, and Netflix wasn’t available on our TV. A drawer in one nightstand wouldn’t stay shut, and our sons’ room didn’t have a proper shower. The pool and hot tub were closed, and we had to get replacement room keys several times because they seldom opened the exterior side door. I don’t recommend staying here and won’t come back.

We got upgraded to a deluxe suite at check-in at no extra charge because the regular king rooms were sold out. The lobby and room were very clean, breakfast was good, and the air conditioner worked really well. There was plenty of parking, and while the pool was closed, that wasn’t a deal breaker. Lots of shops and places to eat are nearby, but highway noise wasn’t really noticeable. The shower got nice and hot and had good pressure.

I usually find La Quinta decent for the price and hassle free, but this stay was one problem after another. We booked for the pool, hot tub, wifi, breakfast and other amenities. The pool and hot tub were out of service until Tuesday, for reasons I don’t know, and on day one the desk associate tried to fix the wifi but realized it wasn’t working. So three of the advertised amenities we booked for weren’t available. We were on the third floor and the elevator was so slow that we started taking the stairs. We considered leaving early, but both key cards had been deactivated when we tried to get into our room. In the stairwell we passed two guests with a large dog wearing a prong collar. It lunged at us; we moved over as far as we could and got past, but it turned back and bit my husband’s leg. The owners had almost no control over the dog. I’d already spent the morning at the hospital with family, and after that I just wanted to sit and relax in a hot tub. The front desk associate was very nice, and I know this wasn’t his fault. When I explained what happened, he said his manager probably wouldn’t issue a refund because it was after 5pm. I understand the room might not be rebooked at that point. I wasn’t asking for the night’s charge back, just a partial refund because services weren’t as advertised and we’d had such a horrible experience. The manager’s response about a security deposit makes no sense to me: there was no damage to my room, and that isn’t what I’m asking about. I want a partial refund for the missing amenities. When La Quinta fixes this, I’ll revise my review. Come on, La Quinta, where’s the customer service and hospitality management? I’m still not sure.

We booked hoping to take the kids swimming, but the pool was out of service when we arrived. They agreed to our polite refund request, then decided not to honor it after we left. The rooms are old and smell. I’d definitely stay away.