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Comfort Suites Lubbock

2.0 out of 5.0

Recent guest reviews

We arrived around sunset and found the hotel fairly easily as we came in from the north on I-27. The gal who checked us in was very courteous and professional. We booked the King suite way in the back of the house for the night. It was definitely lived in, but not unacceptable. Breakfast was normal fare and did the trick to fill the belly for the 2nd leg of the trip. The only drawback for this motel is that there is no elevator and we had quite a bit of luggage to bring up.

I travel to Lubbock for business several times a month and I always stay at this hotel. The people that work here go above and beyond for the guests. Everyone I have have ever met are so friendly and helpful. I stay in a lot of hotels and I wish they were all as nice as this one.

This was a pleasant surprise. We were welcomed by a very friendly front desk clerk. She was very nice and efficient. We were invited to their daily happy hour mon-fri including complimentary wine and beer and finger food! The room was very nice and clean. The hotel is well located! Breakfast was a nice hot message! Perfect stay! Thanks to the manager who was very nice and accommodating

To start off, I generally try and rate my experiences well and look at the positive side so that the hotel can thrive. This means I look over a lot of faults. In this case, I simply cannot. Background : I have a handicap to start off which I am prone to slipping and requested a handicap accessible room (generally has a roll in shower). My parents (in there late 70s) booked a room also at the hotel. Situation : We arrived to a very dark hotel, was told we were not allowed in because they were cleaning the carpet (no problem, I like clean carpet). Thought this was interesting given it was at checkout time and we wanted to just have our bags left there for later. We left and ran some errands and had dinner and checked in later that evening. We got into our hotel room (handicap accessible) and noticed a musty smell. We figured that this was the carpet cleaning/shampoo. We turned on the A/C and went to sleep. We got up the next morning and I went to take a shower. As I was about to walk out of the shower I noticed that there was water all of the bathroom floor. I asked my wife if she could put down towels so that I don't slip. She did and the towels became soaked in minutes. We thought it was because the curtain was too high off the ground but it still didn't make sense why all the water drained to the back of the bathroom away from the shower which had the only drain. We went and explained this to the staff and the lady that we were talking to said that it had been that way for 21 YEARS! and that there was nothing they could do about it but give more towels. We explained that if they had a longer curtain that it may help but Sherri said that she could not go and buy a longer curtain shower because it was against "policy" and couldn't because they buy there curtains in bulk. This was quite annoying and apparently no care for the customer. We did speak of how this was a liability for anyone and Sherri explained that no one had slipped/complained yet so she wasn't to concerned. Sherri explained that we could talk to the manager about it if we had any more questions. Later that morning we went back and talked to a gentleman about getting more towels and he inquired why we needed so many towels. We explained the situation and this staff member said that HE has the same problem with his disabled wife who uses a wheelchair! This staff member said that the hardest part is the wheelchair because it doesn't move well on wet towels they have to put down! The staff member said we should talk to the manager and pointed to SHERRI! We are a family that believes in Responsibility through Leadership. Sherri would be the opposite in this situation. Ongoing problems during our stay : As I said earlier my parents were staying at the hotel. When they checked in they were told that there room was on the second floor and that there were only stairs. This was not made aware while booking the rooms. We helped our parents take up their luggage up the stairs. They have since made the correction on the website as to tell you "NO ELEVATOR". Back to our room. 1.) We had problems with the smell and the cleaning staff would turn off the HVAC unit each day. 2.) Iron kept not working/leaking. New iron requested, iron still had problems 3.) Key card access kept going out. Sherri insisted and accused us that it was our phones causing the problems even after we explained that we had not been carrying our phones ALL DAY! 4.) Room rate was fraudulently overpriced. We also saw that the rate we were paying was higher than the POSTED MAXIUM ROOM RATE. We inquired why and Sherri said that it was not applicable. We asked what the average rate was and she would not say. Making us to believe they knew of this fallacy. Sherri also kept blaming it on "corporate" Choice Hotels. I asked multiple times if we could call corporate together and she said that we had to talk to the manager since she is only the assistant manager. Resolve : We called the manager Erika and explained the situation. She had the same approach as Sherri and said that the problem with the room has been ongoing and they were not going to do anything about it but would have maintenance look at it. We asked for a follow up call and pictures as to what the resolve was and Erika rudely said "No" because we were not customers anymore and probably were not coming back. We also asked for a refund and Erika also said that we already received $50 off (because we brought up the price being over the POSTED MAX DAILY RATE) and would have to talk to corporate. I called and emailed with ChoiceHotels.com (4 plus hours of my life) and they were able to Refund me $150 but said that they could not refund the entire stay since the hotel is locally owned and operated. I explained about what Erika has said and Choice Hotels said that it was out of their control. I asked if they had any control with resolving the bathroom floor at the handicap room and they said they do not. I explained that $2k worth of work is worth more than a liability and they agreed but said that was on the local to fix. I am still waiting for a call from Comfort but highly doubt it. Customer service from "GuestExperiences" was horrible. No notes were ever made and the only way to record my phone calls was to send a follow up email.

Had a great stay in December and have another booked for January. Sherri checked me in and was friendly as always. You get a lot value at this hotel. The breakfast is above par for a Comfort Suites property. The food is actually hot and fresh, something a lot of hotels can't seem to get right. They have assorted Einstein Brother's bagels in addition to standard breakfast items in the mornings and a manager's reception in the evenings.

Check-in on Friday night was easy & quick. Room was cozy. Breakfast menu was great. In fact, the mgr., Stephen, greeted you as you arrived for breakfast, and he helped clean tables and refills where needed. Very hands on. Staff was knowledgeable and friendly. I will definitely stay at this hotel the next time I'm in Lubbock ! - Dave

We went to Lubbock for a company Christmas dinner and booked a room at the last minute. Angelo was the front desk clerk. He was very friendly and got us checked in quickly. We enjoyed the conversation and will definitely be staying at this location next time we are in staying the night in Lubbock!

Stayed just one night while traveling through Lubbock. Hotel seems fairly new with nice quiet rooms and a friendly staff. Hotel has breakfast in the mornings and happy hours in the evening. Overall, a good nights rest in a quiet and secure hotel.

Stephen at the front desk did a great job taking care of us, we were there for our daughters college graduation with several family members. Enjoyed the sitting area and the gas fire place. Would highly recommend this location to my friends.

Had a great stay on our way to Austin, Sherrie, was awesome, clean quiet rooms, great breakfast and snacks, stayed on the way back also, would highly recommend. Easy on and off axcess to freeway, great bbq at Rudys. Offered free cocktails in the evening, great after a long drive!

5113 S Loop 289 Lubbock TX

Hotel highlights

  • Free hot/cold buffet breakfast
  • Free WiFi and wired Internet in rooms and public areas
  • Free parking
  • Outdoor pool

South Plains Mall is a short stroll from Comfort Suites Lubbock, and other popular attractions like Lubbock Premiere Cinema are within a mile (2 km). This 65-room hotel welcomes guests with conveniences like free breakfast, an outdoor pool, and a 24-hour fitness center. OMNI Theater and Science Spectrum are also nearby.


Dining

Free hot/cold buffet breakfast is included with your stay.


Rooms

All of Comfort Suites Lubbock's 65 rooms are air-conditioned and have an array of amenities, including microwaves, refrigerators, and coffee makers. Guests can expect to find free WiFi and wired Internet, plus LED TVs with cable channels and pay movies. Other amenities include free local calls, hair dryers, and ironing boards.


Property features

At Comfort Suites Lubbock, guests enjoy features like an outdoor pool, a 24-hour fitness center, and free WiFi in public areas. If you drive, take advantage of free parking. The front desk is staffed 24 hours a day to help with dry cleaning/laundry and securing valuables. Additional amenities include a business center, coffee/tea in a common area, and free newspapers.

Reviews from Trip Advisor

Trip Advisor aggregated rating

60.0% of guests recommend this hotel

Total of 128 reviews