La Quinta Inn & Suites by Wyndham Springfield IL

The hotel seems clean, but the floors are the problem. The vacuum gets used sparingly. It looks like carpet debris is swept into a pile and only then vacuumed up. On my first night, my room had carpet stained with urine and feces. I was allowed to switch rooms, but only after some convincing. By night four, after work, I found the toilet paper and tissues hadn't been replenished. The front desk said they could give me toilet paper, but I'd have to wait for housekeeping to bring tissues. Fine for a night or two...?

We paid over $500 for a "Deluxe Executive King Studio Suite - Non-Smoking" and will be in the room for four more days. The bathroom is unbearable. Its door frame is broken, there's a brown substance splattered around (see photo), and it has smelled like feces the whole time, 24/7 from when we first walked in. The sink won't drain, so after it filled up, we had to dump cupfuls of used, dirty water into the toilet. I've stayed at a Red Roof Inn in Texas for $29 a night and its bathroom wasn't nearly this bad. I told the front desk lady, thinking I was being nice about it. She asked whether I had told management the day before at check-in. We'd just arrived after flying and driving and went straight to sleep, so I was only able to report it now. She repeated, "there's nothing I can do," and I went back to the smelly room. I guess we'll have to use another bathroom? This one's pretty unbearable.

I usually overlook minor problems in an aging hotel, and I've had lovely stays at other La Quinta hotels. If something's wrong, I give staff a chance to fix it before posting online. But indifferent customer service is unacceptable, and reading recent comments, it seems the problems keep happening. There are too many other choices for a better stay. Here, I found a small pile of pet food swept behind the room door. I mentioned it to the front desk person, who was scrolling on their phone. They offered to get me a broom so I could clean it up myself. I politely declined. I expected them to offer another room or send housekeeping right away. This La Quinta needs to rethink how it handles guests and make changes. The Good, the bad, and the ugly could describe my experience here, not just an old Clint Eastwood movie.

The room was great and clean, and breakfast was well done. The front desk person had an excellent personality and made checking in a fun adventure. This may become my regular spot for overnight stays in Springfield.