Case Study: La Quinta Inns & Suites achieves improved user experience and faster issue resolution with Quest Foglight

Hotel chain benefits from user insight as mobile bookings soar

La Quinta Inns & Suites, a U.S.-based hotel chain with about 8,000 employees, needed better insight into its high-traffic website and rapidly growing mobile bookings to respond faster to customer issues and improve the online experience. Without the ability to see exactly what users did, support and development teams lacked the metrics required to diagnose problems and ensure consistent performance across web and mobile channels.

By deploying Quest Foglight APM—including its session replay capability—La Quinta can monitor and replay user interactions across desktop browsers, mobile browsers and native iOS/Android apps, trigger automatic support tickets for out-of-SLA conditions, and mark key transactions for real end-user performance reporting. The tool uncovered a scalability bug during pre-production testing (transaction times jumping from <2s to >80s), which was fixed before customers were affected; ongoing use has shortened resolution times, enabled proactive monitoring and operational BI, enhanced security, and delivered strong ROI.

La Quinta Inns & Suites

Hoang Nguyen

Vice President of Applications