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⭐⭐⭐⭐⭐ FIVE STARS FOR LA QUINTA! ZERO FOR HOTELS.COM!
La Quinta in Shonto, Arizona, was OUTSTANDING! The hotel was exceptionally clean, comfortable, and well-maintained. Every employee we encountered was welcoming, professional, compassionate, and genuinely kind. Their customer service was EXCEPTIONAL!
Unfortunately, Hotels.com was a DISGRACE!
During our Route 66 trip, I booked and PAID Hotels.com for a room with two queen beds and a sofa bed, specifically to accommodate my 87-year-old father and our family. After a grueling 10–12-hour drive from Santa Monica through the Grand Canyon, we arrived to discover that the room was UNAVAILABLE!
Hotel staff explained they had ALREADY notified Hotels.com that this room was out of service. Yet Hotels.com STILL advertised it, confirmed my reservation, and took my money!
We had to pay for an additional room. Hotels.com's automated customer service refused to help, citing a no-refund policy. I WASN'T CANCELLING! I wanted them to FIX THEIR MISTAKE! No human assistance, no accountability, just scripted excuses!
Thankfully, La Quinta's wonderful staff ensured everyone had a bed, and the exceptional manager graciously refunded my money the next morning, despite the hotel NOT being responsible!
LA QUINTA: FIVE STARS! HOTELS.COM: ZERO ACCOUNTABILITY!
Thank you, La Quinta, for demonstrating what REAL customer service looks like! I HIGHLY recommend this hotel. Hotels.com has lost my business!