Staybridge Suites Lubbock South by IHG

Amanda Simbron 2 months ago

I would give negative stars if I could. After driving for 9 hours we arrive to check in and the room wasn't ready. We had to wait over an hour. When we finally got into the room we laid down on the bed and a cockroach came crawling out from the bed sheets!!! It also smelt horrible in the room, I can't describe it. The front desk lady was very kind and accommodating. She told us she would do what she can for a refund, but she is not able to approve anything. They charged us a cancelation fee, even with video proof and the reservation manager denied the refund! But never will we stay here again.

Kandys Dunn 2 months ago

I was disappointed. The 4.2 rating and photos made me think this was a nice option however I can confidently say we won't be returning. 90% of the staff was amazing, friendly, & swift. One in particular was very lackluster though, which was the person working the breakfast area and they did a pretty shoddy job - at one point even refusing to refill food for a hotel guest because it would "take too long" despite almost an hour left of breakfast service. Machines were broken, the room wasn't clean enough or at all on some areas, and room furniture was very worn out. There was even a chunk of drywall knocked off a wall in the hall that wasn't vacuumed up.. the mess from it remained there the whole time we stayed. It was tacky. Room 229. Hopefully this can all be resolved and make it worth the 4+ rating for future hotel guests.

Eric B 4 months ago

This is a fine hotel. Everything you would expect for an IHG/Staybridge property. However, as other reviews have said, the front desk staff seem to rarely be at their post throughout the day. Since this has not been addressed I feel that I must make a review. During my two week stay I visited the front desk a dozen times or more. Each time waiting a couple of minutes with no one coming to my attention before I leave. One time I could even hear people talking in the back. These are the times when there wasn't a sign saying the staff had stepped away, which was much more frequently encountered. The only time I did see staff immediately, was when they were actively helping other guests. Seeing that I was having trouble getting the attention of the front desk, I tried calling from my room a couple of times. This wasn't any more helpful. The calls were unanswered. If staff is sitting in the back and not at the front, perhaps a bell or something should be installed. Ive seen this at dozens of other properties. If this issue can be remedied, the property would certainly gain my 5 star review.