La Quinta Inn & Suites by Wyndham San Bernardino - San Bernardino, California

Matthew L.

Last Friday afternoon, my wife had an absolutely terrible experience trying to check in. The staff and management on duty flat-out refused to let her check in without me being there, despite the reservation being under her name. I wasn’t able to travel with my family until that evening due to work, so I wasn’t there at the time. They claimed she was only a secondary person on the reservation, which made no sense.

Even after my wife called me and put me on speakerphone to verify our identities, they still refused to cooperate. This turned into a complete nightmare—an incredibly inconvenient, frustrating, and infuriating situation that not only made us late for an important event but also caused unnecessary stress for my entire family.

To make matters worse, instead of resolving the issue themselves, they forced us to call Wyndham Rewards for assistance. After wasting 30 minutes of my time on the phone, they finally figured things out—right as I was on the verge of missing my flight.

We have never experienced anything this unprofessional before. Given that we’ve checked in separately in the past without any issues, this was beyond unacceptable. The incompetence and lack of customer service were shocking, and this ordeal left a lasting negative impression on us.

Additionally, we were surprised to find that the rooms at this location were noticeably smaller than other La Quinta hotels we’ve stayed in. This added to our frustration, as we expected the same level of comfort and space we’ve experienced at your other locations. It made our stay feel even more inconvenient and not up to the standard we’ve come to expect from La Quinta.

On top of everything, the overall value of our stay did not match what we paid. Between the smaller-than-expected room, the frustrating check-in experience, and the added inconvenience, we felt that we did not receive the quality or service we expect from La Quinta. Given our past positive experiences at other locations, this was especially disappointing.

Shaun L.

I travel the US for work and I always try to stay La Quinta because they have a great dog policy (I always travel with my dog).

I have stayed at this hotel before (using the same card) and it was a decent experience. I always use my company credit card which doesn’t have a “chip” for some reason they decided tonight that I couldn’t use my company card without a “chip”.

I ended up driving up the road to another La Quinta which gladly accepted my card and the rooms were nicer. I am a gold member and avoid this location. Most La Quinta hotels give you a free room with 15,000 points. This location wanted 30,000 points.

Carla M.

I have never felt so low by a customer service representative in my life. Scott is the rudest person who has attempted to "help" in a long time. I went with my children to see if the indoor pool was warm enough to swim in. Then we went up to change and came downstairs when my key card no longer worked, so we waited for two guests to check in, which took 20 minutes, and the pool was closing soon. I finally asked him to fix the card since it wasn't working now, and he demanded I show ID even though we had just gone into the pool room 20 minutes prior. I showed him a Pic on my phone since my ID was in my room and he said that's not enough and verifying my info, I needed to waste more time to go get my keys to get my ID. Then he gave me the "new" key, and that still didn't work. At this point, I felt harassed and belittled in front of my children for asking for his help. He was very condescending and saying things like he needed to correct me because the time lock didn't work, and it wasn't his fault and saying his customer service is excellent. He then dropped the keys in front of me onto the floor while I was reaching for them. He was playing victim, calling his manager, saying i was harrassing him! All in front of my children, mind you. They felt sad and didn't want to swim anymore. We're here out of necessity and not leisure. This has hurt me and my kids while just trying to find some positivity and smiles thru this hard time. I hope to never need to speak to this person again. I see so many negative reviews and I 100% agree. Why is management allowing this individual who clearly has social issues to work with customers? I have stayed at this hotel several times before and I've never felt so upset.

Terralynn C.

Our stay at laquinta was wonderful we were displaced from our house due to contractors doing work. This hotel helped to make such a stressful situation somewhat comforting by wonderful customer service, great food, nothing bad to say. Myself n husband will certainly return n highly recommend it

DeAnna W.

The main problem we had is that my daughter wearing a boot and cannot put her foot down on the ground at all, so we have a knee scooter. We never could get handicap parking so I could unload and help her close. Plus there was no handicap rooms available and yet the entire time we were there I never saw one person needing any assistance🤷‍♀️ (and I was in and out a lot) It’s not the Hotel’s fault it’s the people that abuse the system and when somebody really needs parking or a room they don’t get one.🥲

Tracina H.

The room was nice and clean with Dove bodywash. The only issue is if you are planning to stay 2 or more consecutive days, make sure your deposit will cover your whole stay and not pay 100$ deposit a night.

Ronn S.

I want to express my deep disappointment with the treatment I received during a recent phone call with a front desk agent at La Quinta Inn, located at 225 E Hospitality Ln, San Bernardino, CA 92408. On Wednesday, September 25th, 2024, at 5:31 PM, I called to confirm room rates and had the unfortunate experience of dealing with what I perceived to be a rude, patronizing and disrespectful representative. My intent was simply to clarify room rates and inquire about the hotel's proximity to downtown Riverside, as I am not familiar with the area. Instead, I was repeatedly talked down to and accused of having an"aggressive tone" in my voice, with no justification for this claim.

As a professional, working at a university, I work with the public constantly and am always cordial and courteous and I expect to be treated courteously and professionally in return; especially by an employee in the hospitality industry. However, my experience with this individual was far from that. Even when I agreed to a $100 deposit for the room, I faced additional resistance when I simply requested him to repeat my reservation number, I guess he felt that somehow he was doing me a favor by repeating a reservation number. He accused me of having a tone of voice that sounded confrontational, which was absolutely absurd. At one point, during the conversation he appeared to be having a severe manic, paranoid, psychological episode, responding by threatening to involve the Sheriff's department, which was both shocking and completely unnecessary.

This was, without a doubt, the worst customer service I have ever experienced from a hotel. As a result of this interaction, I chose not to book a room with this specific La Quinta Inn, as it left me with a very negative impression of how potential guests can expect to be treated at this hotel. I'm not sure if this employees lack of professionalism stems from a lack of training, disappointment with his job, dislike of customer service, some type of hostility complex or any combination of the above, but I sincerely hope that management takes this matter seriously, as it reflects poorly on La Quinta Inn & Suites by Wyndham. I truly wish I could award a negative star for this experience.

Brigette W.

Stayed here due to husband's surgery. Bathroom fan didn't work, very nice lady for management helped fix it quickly since I didn't want to switch rooms. All the staff was amazing (except the nighttime bald guy is very very very strange). Swimming pool is a little small but adequate. Rooms are very odd shaped but nice. Beds were clean and comfy.