La Quinta Inn Complaint - Son Got Scabies from La Quinta Inn & Suites
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.