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La Quinta Inn Complaint - Son Got Scabies from La Quinta Inn & Suites - Hotel Room
Hotel Room - Complaint
ANAHEIM, CALIFORNIA -- We did a “pre-check in” on Tuesday, March 21st, 11:30 a.m. I had asked the staff if they had the service of taking our luggage up to our room once it was ready. The response was, “No, we don’t offer that”. (Remember this point, because later in this story I witnessed where the staff did take up luggage for another hotel customer.) The “pre-check in” went wonderful. We were able to purchase 3 bus passes for the ride over to the park. We went to the park immediately after “pre-check in” and my husband rode the bus back to La Quinta to obtain our room keys and to take our luggage up to our room. My son, daughter and I remained at Disneyland park. My husband went to our car and carted our luggage up to our room. Upon entering our room, it was “trashed” and clearly not cleaned. The previous occupants made a pretty big mess for staff to clean up. So, my husband immediately exited the room and went back downstairs to the lobby to notify the staff. The staff member apologized and gave my husband another room and new keys. My husband went to the second room assigned and found that room was not ready for us either. It was apparent to both the staff and my husband that the guests had left their luggage in this room. My husband phoned the front desk immediately and the front desk staff member met my husband; they discussed the situation and basically it was agreed upon that he would just assign us another room. This would be our third room in one day which was assigned to my family. Luckily, the third room was great. My husband took the bus back to Disneyland park and we continued with our enjoyment of the park. We caught the bus back to the hotel around 10:30 p.m., arrived at our room and discovered that our key was deactivated, essentially, we had been locked out of our room. I had left 2 cell phone numbers with their staff members at check-in and never received a courtesy call notifying us that our room key was deactivated. I phoned the front desk from my cell phone notifying her that we couldn’t get into our room. They sent up the maintenance man with 2 new keys, in the meantime, I went down to the front desk to inquire as to why this has happened. While I was at the front desk, another family was checking in to obtain their keys for their room, the customer had asked the front desk staff, “Did you take our luggage to our room?” The front desk staff replied, “Yes ma’am, your luggage is in your room”. I was shocked, I couldn’t believe that we were told that this service was not offered, but yet, I find that they do offer this service. Now, I am wondering why I was lied to about this service. Did they offer this service or not? If we both did the “pre-check in” option, which it was clear to me that is exactly what happened, why did they get their luggage taken to their room and we did not?
On Wednesday morning, my son had 3 bites/red marks on his body. I immediately phoned the front desk to say we need everything in our room sanitized and the linen and comforters changed. I waited and nobody came, our account was not noted - so I walked down the hallway, I was able to flag down a housekeeper and was trying to explain to her there was a problem in our room. She could not speak English, so I phoned my mother-in-law and she translated in Spanish for me. The housekeeping staff was right on top of it and we had several housekeeping personnel in our room, they were able to launder the sheets, comforters and pillow cases. As the day went on, the bites were multiplying on my son. He kept itching all over and as they were getting worse I knew it was Scabies. Around 2:30 a.m. on Thursday, I checked into the Emergency Room at St. Joseph‘s Children Hospital. The doctor then confirmed it was Scabies. Our whole family had to take the same treatment as my son. I had a couple of bites, my daughter has some bites, and my husband has 1 bite. Our bites weren’t as bad as my son’s bites. The doctor prescribed 4 prescriptions.
On Friday morning, we immediately checked out after being discharged from the hospital and notified the front desk staff of the incident we had. He was very kind to us and he recommended I fill out the report of incident form since I had shared with him what had happened to us.
I was very hurt by the lack of insensitivity when I returned to ask for our room key again after checking out, because I had left our California map in the room. Front desk staff was discussing it and was shocked to see me when I came back. They were using alcohol wipes wiping down the counter and discussing our situation amongst each other while guests were sitting on the sofa in the lobby. I walked out of there in tears. I felt dirty and nasty. Getting scabies is a horrible, I wish this on nobody.
On Wednesday morning, my son had 3 bites/red marks on his body. I immediately phoned the front desk to say we need everything in our room sanitized and the linen and comforters changed. I waited and nobody came, our account was not noted - so I walked down the hallway, I was able to flag down a housekeeper and was trying to explain to her there was a problem in our room. She could not speak English, so I phoned my mother-in-law and she translated in Spanish for me. The housekeeping staff was right on top of it and we had several housekeeping personnel in our room, they were able to launder the sheets, comforters and pillow cases. As the day went on, the bites were multiplying on my son. He kept itching all over and as they were getting worse I knew it was Scabies. Around 2:30 a.m. on Thursday, I checked into the Emergency Room at St. Joseph‘s Children Hospital. The doctor then confirmed it was Scabies. Our whole family had to take the same treatment as my son. I had a couple of bites, my daughter has some bites, and my husband has 1 bite. Our bites weren’t as bad as my son’s bites. The doctor prescribed 4 prescriptions.
On Friday morning, we immediately checked out after being discharged from the hospital and notified the front desk staff of the incident we had. He was very kind to us and he recommended I fill out the report of incident form since I had shared with him what had happened to us.
I was very hurt by the lack of insensitivity when I returned to ask for our room key again after checking out, because I had left our California map in the room. Front desk staff was discussing it and was shocked to see me when I came back. They were using alcohol wipes wiping down the counter and discussing our situation amongst each other while guests were sitting on the sofa in the lobby. I walked out of there in tears. I felt dirty and nasty. Getting scabies is a horrible, I wish this on nobody.
Comments:
Posted by yoke on 2006-03-27:
Did you contact the Health Department?
Posted by keyjockey on 2007-01-10:
You mentioned "pre-check in". I don't understand why hotels offer this? Suppose all the guests the night before wait until exactly check out time to leave and you request a pre check in. It sounds like that is exactly what happened here. The hotel was probably busy from the night before. The housekeepers probably then had a room that was completely trashed requiring more than the average 30 minute cleaning. This information was then not communicated to the front desk who assumed the room was ready when in fact it wasn't just yet. You said the staff did apologize for this.
With hotel key cards you have to make sure not to have them near cell phones or anything magnetic. This will mess up the locks ability to properly read the information. The front desk information will still read there are keys activated for your room so they don't know the keys are deactivated until they place your key card into the machine to be read. This is why they couldn't notify you in advance. Its very easy and quick to re-activate the cards. In the time it takes someone to say their key isn't working a new one can be made. You mentioned the staff even brought the keys up to you but you walked down to the desk anyway.
I'm not really sure why one guest had their luggage brought up and you weren't? Was it the same person behind the desk? Maybe its not policy but one staff member goes above and beyond while another says not my job.
You mentioned being at the park all day. Could it be possible you came in contact with Scabies from there? You did say the housekeepers acted immediately to disinfect the room. Sounds like they do care about the cleanliness of the rooms. Most crummy hotels would argue with you and tell you to leave. They'd say you were lying and do absolutely nothing.
The staff shouldn't have mentioned your experience within ear shot of anyone quite frankly.
With hotel key cards you have to make sure not to have them near cell phones or anything magnetic. This will mess up the locks ability to properly read the information. The front desk information will still read there are keys activated for your room so they don't know the keys are deactivated until they place your key card into the machine to be read. This is why they couldn't notify you in advance. Its very easy and quick to re-activate the cards. In the time it takes someone to say their key isn't working a new one can be made. You mentioned the staff even brought the keys up to you but you walked down to the desk anyway.
I'm not really sure why one guest had their luggage brought up and you weren't? Was it the same person behind the desk? Maybe its not policy but one staff member goes above and beyond while another says not my job.
You mentioned being at the park all day. Could it be possible you came in contact with Scabies from there? You did say the housekeepers acted immediately to disinfect the room. Sounds like they do care about the cleanliness of the rooms. Most crummy hotels would argue with you and tell you to leave. They'd say you were lying and do absolutely nothing.
The staff shouldn't have mentioned your experience within ear shot of anyone quite frankly.
Posted by prettyhzleyez on 2008-03-31:
I have stayed at the La Quinta hotel many times for our trips to Disneyland and not once have we had a problem. I know for a fac that they do NOT offer to take luggage up to your room, because the cart things are right there in front for YOU to use as you walk in. Would it have been so hard to do it yourself? About the scabies, did you ever come to think that maybe it came from the park? There are a bunch of people around, and oh yeah, TONS of children, you could have gotten it from there as well. I'm not saying you're wrong, I'm just simply stating you need to look at all the possibilities before making a judgement like that.
Posted by Ghost of Doc J on 2008-03-31:
"after being discharged from the hospital"???
Yes, technically, a visit to the ER is an 'admission'. But, I am curious, is this the context of the admission, or did the doc actually put you into a room? Hospital admission for crabs...no wonder our health care delivery system is so expensive. I cannot fault the hotel for the infestation. Scabies are very easily transmitted by casual contact...I've seen infestations in eyebrows...spread by hugs. Yuck.
Yes, technically, a visit to the ER is an 'admission'. But, I am curious, is this the context of the admission, or did the doc actually put you into a room? Hospital admission for crabs...no wonder our health care delivery system is so expensive. I cannot fault the hotel for the infestation. Scabies are very easily transmitted by casual contact...I've seen infestations in eyebrows...spread by hugs. Yuck.
Posted by seenotesevens on 2012-01-27:
La Quinta does not offer much, it is a three star hotel, not a five star or five diamond, guest do make high demands on the personell that work there but also want their emotions tended to, well real world situations can not be stopped over one guest or their family's emotion discrepencies. The employees often times are not as empowered as one would believe, much of it has to do with Corporate, so if you are sent to Corporate, that is where your monster is, leave the onsite employees be, they have lives and families, and nine times out out nine, they completely relate and understand the unfortunates of guest negative experiences.
Also consider as you or I check in, seeking to bombard these employees with families and/or live as we travelers do also, their own bosses and upper management make such stringent demands on them ans leave them so unprepared to meet our demands, and if you notice well, us travelers have the ability to get anyone fired be it hotel or resturaunt, so we don't make anything easy on them by pileing our problems or inconveniences on them, which if i worked their dealing with what they do, i would most certainly have told a few off, swiftly, and set the record straight...
I am compelled as guest myself to think of how i can be proactive in making my own stay positive and nice, and not leave all that to an employee working as hard to please us as well as their superiors, and then go home, or come to our work place to be served and recieve in full circle what we dished out, but have it concentrated and focused. Basicall folks, stop blaiming those who have no real positional stance to make a real difference and causing innocent bystanders who do care, to be subject to misfortunes preventable by our owning up to our own. Sometimes realistically, it is sickening to realize we as people, travelers and such, still lack the ability to act as grown and mature people responsible for our happiness.
Also consider as you or I check in, seeking to bombard these employees with families and/or live as we travelers do also, their own bosses and upper management make such stringent demands on them ans leave them so unprepared to meet our demands, and if you notice well, us travelers have the ability to get anyone fired be it hotel or resturaunt, so we don't make anything easy on them by pileing our problems or inconveniences on them, which if i worked their dealing with what they do, i would most certainly have told a few off, swiftly, and set the record straight...
I am compelled as guest myself to think of how i can be proactive in making my own stay positive and nice, and not leave all that to an employee working as hard to please us as well as their superiors, and then go home, or come to our work place to be served and recieve in full circle what we dished out, but have it concentrated and focused. Basicall folks, stop blaiming those who have no real positional stance to make a real difference and causing innocent bystanders who do care, to be subject to misfortunes preventable by our owning up to our own. Sometimes realistically, it is sickening to realize we as people, travelers and such, still lack the ability to act as grown and mature people responsible for our happiness.
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