Travel is stressful enough. The last thing anyone should have to worry about is whether the hotel room they’ve paid for is safe, clean, and livable. Unfortunately, during a recent stay at La Quinta Inn & Suites in Springfield, Illinois — a Wyndham property — I learned how badly things can go when a brand hides behind apologies and empty gestures instead of accountability.
I should have known something was wrong the moment I got on the elevator — it smelled bad, like it hadn’t been cleaned in a long time. At first, nothing seemed unusual when I walked into the room. But soon I noticed ants crawling on the table and by the TV stand. As I looked closer, things got worse — the mattresses were filthy, covered with stains that looked like blood. That’s when the reality sank in. This wasn’t just uncomfortable; it was unsafe.
I went to the front desk expecting concern and a quick solution. Instead, I was told I could be given spray to handle the ants myself. Imagine paying for a hotel room and being told to spray the ants yourself. That’s not customer service — that’s negligence.
But the worst part wasn’t just the ants or the stains. The worst part was the dishonesty. The front desk manager told me the hotel was fully booked and there were no other rooms available. Later, I discovered she wrote in the records that she had offered me another room. That was a blatant lie. The manager told me the hotel was fully booked, then lied in the records that she offered me another room. I wasn’t the only one who heard her — witnesses heard her.
What cut even deeper was noticing how she treated others compared to me. I watched her show patience and care to other customers while dismissing me and brushing off my concerns. The double standard was obvious, and it hurt.
I left the property and contacted Wyndham and Expedia for help. That’s when I entered what I can only describe as a circle of excuses. Wyndham told me to contact the hotel because the property is “independently owned and operated.” Expedia told me it was Wyndham’s responsibility. Everyone passed the problem around like a hot potato. Wyndham and Expedia were quick to take my money but slow to take responsibility. Meanwhile, I was left nearly $400 out of pocket for a room that was uninhabitable.
And Wyndham’s idea of resolution? 15,000 points. Points that I would have to use to stay at one of their properties again — something I will never do. That’s not compensation. That’s not accountability. That’s an insult.
I even tried reporting the situation beyond the companies themselves. I contacted the Sangamon County Health Department, but I don’t believe my complaint was taken seriously. I also filed with the Better Business Bureau, though I have little faith that any real help will come from it. This is where we are with so-called “hospitality” today: consumers have to fight every step of the way for basic cleanliness, honesty, and respect — and even then, no one is accountable.
Since sharing my story, I’ve learned I’m not alone. Other guests have spoken up about similar issues at this property and at other Wyndham hotels: dirty rooms, pests, and lack of follow-through. This wasn’t just about dirty mattresses and ants — it was about dishonesty, excuses, and a system that leaves guests powerless.
The bigger issue is how easily large hotel brands hide behind franchising to avoid responsibility. They take our money instantly when we book under their name, but when something goes wrong, suddenly it’s not “their hotel” — it’s an “independently operated property.” Guests are left stranded with no one willing to take ownership.
Hospitality is supposed to mean something. It’s supposed to mean care, safety, and dignity for every guest who walks through the door. Instead, I got lies, excuses, and a corporate shrug.
Getting my money back is the bare minimum. What truly matters is accountability. Wyndham and Expedia must end the blame game and take responsibility when guests face unsafe, unsanitary conditions. My experience is not an isolated incident — it’s a warning. If they can do this to me, they can do it to anyone. Change won’t come unless we demand it.
No traveler — especially one already carrying personal stress — should have to fight this hard for the basics: a clean room, honest treatment, and respect.
Until companies like Wyndham decide that guest safety matters more than excuses, the word “hospitality” will remain just that — a word, not a promise.