Lubbock West Inn & Suites

I've stayed here before because I like the king suites. They're about the size of a studio with a large bathroom, but the place has changed a lot. The kitchen counters, breakfast bar, and bathroom vanity were sticky with water stains, and the dresser was dusty. All the mirrors had water streaks, all the floors were sticky, and there were several stains on the carpet. I'm glad I brought shower shoes and slippers. The toilet kept running and leaking, and the bathtub was rusty, visibly dirty, and had peeling paint. In the morning I asked the front desk woman for clean towels. She said I could come get them. I told her I was leaving and hadn't gone back upstairs yet, and asked if they could take them to my room instead. She said to come get them when I got back. Five or six hours later, they still weren't there. I called again, and this time they brought towels upstairs. Shortly after, the Wi-Fi went out for several hours. Our heating and cooling unit suddenly jumped from 74 to 83 degrees. I called to ask if the central system had changed. She said they don't control it downstairs, but the temperature should fix itself in an hour and to call back if it didn't. I said I'd already watched it for 30 minutes and it hadn't changed. She said she'd send someone, then hung up. No one came, though the temperature started dropping about 10 minutes after the call. Don't stay here, book somewhere else.

There was no heat in the rooms in late December, the rooms were dirty, and the staff were unprofessional. The worst part was someone claiming to be hotel staff being in our room when we returned from an event. We'd picked up a do not disturb sign from the front desk and put it up. They weren't housekeeping, and no one gave us any explanation for entering while we were away or without permission. We felt very unsafe. The room phones were just props, with no way to plug them in, so there was no way to call the front desk or 911 in an emergency. The TV and remote didn't work, though they did come fix the remote. There was no hot water, all the faucets leaked and dripped, the couch was unusable, the comforter was stained, and the internet was unreliable at best. Local hotels were full because of a nearby college graduation. They wouldn't refund us or give us another room. We were told twice that the manager would be contacted, but never heard from them. 0/10, would not recommend.

We drove over eight hours to find both of our rooms filthy. We had two rooms for two nights. One had a dirty diaper, and both had what looked like food or blood stains on the sheets, something smeared on the headboards and walls, bedding that looked pee stained, hair on the sheets and shower walls, makeup on dirty towels, and trash and crumbs on the floor. I'd guess housekeeping made the beds from the previous guests without washing anything. I told the front desk. The man said he was new and couldn't do much right then, but would pass the information to the manager. Since we were told little could be done on our first night, we went to Walmart at 8 p.m. to buy sheets and cleaning supplies, which wasn't in our plan. We thought we'd paid for clean rooms and bedding, but instead spent our first night cleaning and disinfecting. Every time I tried to speak with someone, I got the runaround and was told they'd pass the information along. The night before checkout, I asked to be reimbursed for the sheets. They said no because I hadn't asked for a new room and had stayed the first night, so it was too late for a refund or reimbursement. They offered 20% off a future stay. I definitely won't stay again, and recommend checking somewhere else before booking.

We paid $100 for a room that looked nothing like the photos, at least from what we experienced. The front desk woman brushed off our complaint, saying there was nothing she could do because I hadn’t reported it within 30 minutes of reserving. I showed her pictures and explained why we only discovered the condition later, but she offered neither another clean room nor an apology. We’d booked online with “reserve now, pay later,” then got a call around 6pm saying payment and check-in had to happen by 7pm. It was inconvenient, but we rushed over, checked in, and left right away to see family and get dinner for ourselves and our two young kids. We got back around 9, which I suppose was our mistake for not checking the room first. There was scattered trash as soon as we walked in, but we sat down to eat and feed the kids, hoping it would be okay for one night. Then I found stains on the comforter and multiple pubic hairs across the bed and sheet. My three-year-old came in exploring and pulled a crusty pair of men’s boxers from a drawer, then ran around with them before I could react. There was no hand soap in the kitchen, just a small bar in the bathroom, and after about an hour we all felt gross. The bedroom floor had what looked like mold, the tub and shower were disgusting, and bits of trash were everywhere. When we checked the balcony, my son nearly grabbed actual eggs lying in a nest there. I can’t understand how it got so filthy or why nothing was done, especially for that price. I’d avoid this place if you can.