TripAdvisor traveler ratingbased on 1323 reviews
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Ratings & reviews
TripAdvisor traveler rating1323 reviews
Excellent customer service
I booked through a 3rd party site and hadn't received an email from the hotel. I called the hotel and through my number, knew my name and assured me our reservation was set. When we arrived, D. Wilson was there to greet us and finish our check in. We slept through breakfast time, but were still able to get coffee, juice and waffles. D. Wilson continued to give excellent service with extra towels when requested!
Could do better
The stay could’ve been much better. As I have said previously, the staff didn’t handle any of the things I asked to be handled. We had a broken Ben that was lip sided, a bathtub that wouldn’t drain so we had to shower in everyone’s nasty bath water, the staff brought bath mats instead of normal sized towels to shower with and the manager never called me back after bringing all of these things to his attention. The pool was also broken and so were drawers in the room. The staff never offered to send us to a new room or to another hotel with a working pool. They would stand around laughing most of the time in the front of the building by the desks. I felt as though they were poorly trained on how to deal with situations. I even filed a police report because they did nothing about a suspicious situation that two people told them about. Despite my stay, the hotel is absolutely beautiful inside and it makes you feel like you are someplace amazing, the black bartender was absolutely fabulous and very attentive and one staff member from the front desk was very nice and attentive as well.
A port in a storm, a beacon of welcome!
We arrived to Lubbock without reservations as it was spur-of-the-moment travel and we've become extremely spoiled by the luxury of the Hilton Honors (HH) app and seemingly endless availability of rooms. To our dismay when we landed on our flight from Dallas, our four other Hilton favs in Lubbock were all full as well as the Marriott & Hyatt. Oh my! When I returned to the HH app and signed in as a Diamond member ONE room popped up at your place, and it perfectly fit our needs (king bed, suite, away from highway traffic noise). I grabbed it quickly and was most grateful to be a HH member! When we arrived onsite late that evening and entered the building closest to our room I almost felt like I was arriving home...the atrium was softly lit by the muted lighting emanating from all the window-pane fronts of the suites and was a welcomed relief. While older, your building architecture & design are both eclectic and soothingly impressive. The noise control during breakfast service (we were there two nights) is also incredible and while I'm not sure how you accomplish that I am "wowed"! Thank you!
Could have been so much better
Mold in bathroom and shower. Hot water was hit and miss. Have stayed here Three times in the last six months. This was the worse room. Should have complained but more trouble than its worth for a weekend. Will check out a different hotel next time even though we like the location, breakfasts, and al suite rooms.
Hit or Miss
I've had a couple of experiences here, but the most recent missed the mark. The staff is always great, but this room in particular is in desperate need of a makeover. Housekeeping needs some direction. No extra toilet paper, one creamer for coffee.