Tru by Hilton Lubbock Southwest

I was there for 12 days, and the bed felt like sleeping on plywood. The AC was also a repeated problem. After the first night I couldn’t adjust it with the thermostat, so I reported it and maintenance came but did nothing. The next night it quit in the middle of the night. I reported it again, and the maintenance guy got it running. Then it got hot another night, and the AC started making a loud whining noise. I asked to move rooms the next morning, for when I returned from work, and the desk clerk said that was fine. That afternoon they told me I couldn’t switch and would have to stay put. I won’t be back.

Kyria was a big help with our reservation and looked after us whenever we needed something. The staff were friendly and the customer service was A1. It’s a great place to stay in Lubbock, with a perfect location. This’ll be our go-to whenever we need to stay overnight in town.

The rooms were clean, and the people at the front counter were very nice and accommodating. My complaint is about the loading area, which is already small. The manager parked her car there both days I was there overnight, blocking guests from pulling up to load their bags, even though there was an open spot about 15 feet away. Very unprofessional!

The room was clean, and the staff were great, but we booked for breakfast and by 6 a.m. they were out of everything. The website promised a waffle bar, hot chocolate, and a yogurt bar, but none were available. There wasn’t even regular sugar at the coffee station. Around the building were lots of out-of-order signs; the pool sticks had no tips, and the only board game I found was Uno. The wallpaper was peeling and there was water damage around the windows. This place definitely needs a refresh.