Public Mediation

La Quinta Inns and Suites-Dispute-#1206766

L. M. vs. La Quinta Inns And Suites
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 1206766
    • Amount Involved: 481.51
    • Filed On: Feb 16, 2012
    • Posted On: Feb 27, 2012
    • Complaint(s):
      • Problem with a service
      • Overcharge or billing error
      • Nasty staff, dirty hotel with no housekeeping. Sneaky theft by bogus billing. Manager does not address problems and lies when says that he will investigate a problem and that he will return a call...LIAR AND THIEF!
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I had reserved three rooms at LaQuinta ( Corner of Ratzer Road and State Route 23 North, Wayne, New Jersey) in order that I attend a family function in January 2012. The first of our party arrived at about 3 AM on Friday, January 13 (Nick Pierce, my son). He took note that the charge for the room was not what was quoted on the phone. He should have been charged $135 plus tax. When he questioned the clerk, he was told that the statement would be adjusted and to leave it unsigned. He did. It was never adjusted and he never saw the bill/receipt when he left. There had been a fire at the hotel. The fire was resolved at about 12:30 pm on Sunday, January 15. He had a late check out time for his familyh - 1 pm. For an hour or so, he had been outside with no lugggage and in pajamas (as were most guests from 11:30-12:30. The desk clerk phoned him and told him to vacate or there would be a charge for an additional day. My son asked the clerk to use common sense...didn't he see firemen, etc?

On Saturday morning, January 14, at 3:45 AM, I attempted to check in to the two reemaining rooms. There was no one at the desk and no indication that someone stepped away and would be right back. After 15 minutes, I phoned the reservation (800) number to ask what to do. There was an attempt made by reservations to phone the hotel and my friend, leaned over the counter and answered because NO ONE was there! Finally a laughing clerk, after 20 minutes came. He was laughing at us for standing and waiting! I was irritated and tired. He then yelled at me because I wasn't as amused as he! A friend, Mr. Pollington took one of the rooms, I took the third.

I noticed that the document indicated my room to be more expensive compared to my confirmation shet, but was brushed off.

Later that morning, on January 14, I phoned Mr. Claude Kemp (manager) because our rooms were not the original ones together and I learned of an additional $77.63 charge besides two $201.84 room overcharges. He said that the $77.63 was for "incidentals". I asked what in the world would generate after only five hours in the hotel, "incidentals"! We have cell phones, so we don't use the room phones, there is no room service, etc...what was he talking about? He said that he'd be in on Monday, January 16 and that he would adjust everything and phone me then.

He never did! He never phoned, he never adjusted the charges. I have now been charged $481.51. Housekeeping did not "do" our rooms. I had to empty my own trash, sheets were dirty! I have had no response from Mr. Kemp. I have had no credit for bogus charges. He has ignored the Better Business Bureau as well!

I want a full or partial refund for charges THAT I DID NOT INCUR! LaQuinta under the management of Mr. Claude Kemp is dishonest, abusive, unprofessional, dirty and lacking ANY service and respect!"
...
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What Claimant Wants Hide
1. Refund: Overcharge and created non-existent charge, hardship, dirty sheets, having to empty my own trash, abuse by check in clerk and WHAT WAS THAT $77.63 CHARGE? I was humiliated, mocked, and abused and I had to obtain my own linens/towels besides! Mar 01, 2012 $481.51
Cash total : $481.51
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Respondent's Counteroffer

There has been no response to this claim from La Quinta Inns and Suites. This claim will remain posted until resolved
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