La Quinta Inn & Suites by Wyndham Ruidoso Downs

First, I am going to admit my mistake in this situation, I had originally booked check in on 5/9, with a check out on 5/10. Here is where things get dicey. I called 4/30/2024 around 230pm to modify the check in date on the reservation and checked my La Quinta account to make sure the changes were made after the phone call was over, as I was unable to make the modifications myself online. The modifications WERE IN FACT MADE per my online account. Yet, when I arrived, they did not have the reservation and said that I failed to cancel, and the cancellation charge did not work on the card I had on the reservation as I had to get a new card due to fraudulent activity last week. I do understand that the system may have glitched after the modifications were made and reverted back to the original booking date, as I know technology is not always 100% reliable. Here is where I get LIVID. We were trying to explain all of this to the female manager, Nicole, and she was the rudest hospitality person I have EVER dealt with. Instead of trying to work with us, understanding that there was not only a mistake on my part but on their part as well, she blamed us for everything. She talked down on us like we were the stupidest people she has ever dealt with, and was all around tactless, which in the hospitality industry can be a make a break attitude if you want to make a career out of it. I even called my daughter so she could explain what had happened, and Nicole all but said we needed to leave her hotel, while the REGIONAL MANAGER was trying to work with us to get everything fixed. Her attitude continued throughout the entire transaction, and frankly worsened after she did not get her way with the regional manager. We were planning on staying again on our trip back through, but I don't know if I will EVER return to this location as long as she is there. She needs a SERIOUS retraining, as you do not treat ANYONE that way, customers or not. I will say, the front desk agent on duty last night was an absolute doll, and she tried everything she could before calling in the regional manager. Vanessa was an angel, and for being new to the hotel, she did an OUTSTANDING job. So, Vanessa, THANK YOU SO MUCH FOR ALL YOU DID!

Room was a good size and clean

Nice clean area

Breakfast was amazing

Room was absolutely disgusting. Stains on the sink shower and toilet. Was given a extra blanket with blood stains on it

It was a great experience!!!

Sadly the pictures do not do justice to the actual property they look to good to what it actually is. The hotel rooms in the second room are all very dirty, dirty carpet, restrooms, everything, all that floor smelled bad. We asked to be moved to another room, they changed us to the third floor which didn't smell that bad yet still dirty. I recommed if you stay there take your own blankets and flip flops so you won't step on the dirty carpet. Disappoin**ent.