This is lengthy but needs to be told -
We have stayed many times at this beautiful property since it opened. We have a lot of family here in Broken Arrow and Tulsa. We make multiple trips down here throughout the year. We always choose to stay here. The pool is gorgeous, the grounds are pet friendly and well kept. We love the pet area right off the elevator. Location is great. The hotel is wonderful. The management's dealings with issues - NOT.
Check my tripadvisor reviews under beachbound2east. I have ALWAYS given good reviews for La Quinta Broken Arrow. It has always been fairly quiet even when sold out or with lots of ball teams. We've never heard loud walking, scooting of furniture, etc. in the past. Even when housekeeping is doing their jobs, it's never been this noisy. So the excuses we got from the front desk and evening manager during this stay is nonsense.
This stay was SO DISAPPOINTING.
We checked in around 4:30 pm on Thursday, Nov 1st. The room - #231 - was clean and comfortable as usual. We've stayed in this section and probably this very room during our past stays. We have NEVER, EVER heard loud noises or people above us. Even with dogs in the hotel, the pet owners in the rooms have quickly quieted their doggies. We are also considerate of others when we travel with our 20 lb dog. We don't take it for granted that we are "entitled" to let our dog bark or cause chaos when we travel, just because we pay for a room.
1. Thursday evening (Nov 1st), my husband went to the visitation for his oldest sister's funeral. My dog and I were hanging out in the room without the TV on when suddenly there was LOUD scraping across the floor above us like they were moving furniture, running and stomping across the entire room - from the door to window. It was very loud so I turned the TV on to drown it out. Well, I couldn't even hear the TV over the loud noises from upstairs across the floor. This was over and over again, nonstop for 40 minutes. It actually sounded like someone was going to come through the ceiling. I was getting more and more aggravated. It's too bad I didn't record it because it was so loud and disruptive that ANY reasonable person would have been greatly annoyed by it. I called the front desk and complained after it had gone on for 25 minutes. The first desk clerk said she'd look into it. It continued for another 15 minutes after I had made the complaint.
2. Then a lull and it started again. Stomping and running across the floor back and forth from the door to the window over and over again - loud. After 20 minutes of this, I grabbed the room key and went down to the front desk. I made yet another complaint. I then talked with my husband about this when he left the visitation.
When my husband came back from the family gathering, he talked with the front desk manager and the front desk clerk. They just said "well, it's just a cute little 2 year old girl and a dog in that room playing". They nonchalantly made excuses about it all. In other words, we should be tolerant because it was a cute little 2 year old. No matter that the ceiling sounded as though it was going to fall in.
It was offered that we be moved to a room close to an elevator. We do not like to be woken up early with a lot of noise. And most of all, just why were WE being penalized to pack up and move when it's them who should be told that THEY are DISRUPTING other people?! We are senior citizens - 75 and 66 - who were already unpacked and situated in our room for awhile before they started this uproar. THEY should have been moved, NOT US. They should have been told that complaints were being made about the noise. We did NOT move - they needed to be told to keep the noise down and we told management that the noise and disruption needed to be addressed.
3. Around 7:30 pm on Friday evening, November 2nd, I had to call the front desk and complain AGAIN about the same thing happening after my husband was woken up from taking a nap after the funeral.
THREE complaints and the front desk clerk was obviously annoyed. Well, WE were annoyed.
We have traveled all over the country and we sign pet policy papers all the time - even at other La Quinta's -- stating that we must keep our dog under control and quiet. So it's ok with management that children, pets and anyone can carry on so loudly that it disrupts the room below where one can't even hear the TV for an extended time??? this was NOT a 5 minute noisy time - this went on and on. Is THIS how this hotel runs? Cater to the children and let the parents do whatever they want?
We keep our little dog quiet. We abide by your policies when we stay there at La Quinta (and other hotels/motels) and I don't appreciate the "well, we can move YOU ... it's just a cute little 2 year old playing"
We asked if they'd even talked with the parents and the front desk clerk said yes, she had but had listened outside the door and it was quiet when she went up there. Uh, it was 15 minutes after I had made the first complaint that it was finally quiet. So it was doubtful she nor the manager on duty had addressed this issue with them. Then it happened again for another 20 minutes later so it's very doubtful that management even addressed this issue at all. Then it happened yet again the next day.
I told the front desk manager and the front desk clerk that I write tripadvisor reviews. My husband told them that I've given excellent reviews of this property BUT this time I will be giving a BAD review. They just shrugged and said "well, we can move you but it's a cute little girl up there." The excuses and the attitude that "you just need to deal with it all because the child and dog can do whatever they want and you shouldn't be complaining" was pathetic. The front desk clerk, the manager on duty made excuses that "you should hear it when we have ball teams". Well, DUH, we HAVE been there during ball team gatherings and we've NEVER experienced such rudeness and coldness from the front desk and the management. Look up just how many times we've stayed at your hotel.
Corporate has been told about this. We are very disappointed in the management's handling of this.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Nerissa M, Guest Relations Manager at La Quinta Inn & Suites by Wyndham Tulsa Broken Arrow
Responded 7 Nov 2018
Dear beachbound2east, Thank you for taking the time to complete our survey and share your experience! I am so disappointed to hear that you were so dissatisfied with our accommodations and services and that our rating for your experience is so low. It's important for us to impress our guests and your comments will make this goal that much more attainable. It is our sincere hope that you will one day return to see how your comments have affected our direction in reaching our ultimate ambition of giving each guest a five star experience. See you again soon! Tammera General Manager of La Quinta Inn & Suites Tulsa Broken Arrow Hotel
This response is the subjective opinion of the management representative and not of TripAdvisor LLC