Best Western Lubbock West Inn & Suites

I came to Lubbock because I had a grand baby being born and I was caring for my almost 2 yr old grandson while the kids were at the hospital. My original trip was booked at a different location but had to be moved here. I couldn't be more thankful. The staff has all been amazing. Kind, courageous and overly helpful. The rooms ( I had to switch rooms when I extended my stay) have been immaculate. Housekeeping has been overly accommodating to any extra needs I have had. The sweet woman working breakfast was so wonderful. I would recommend this location based on staff alone but it is also super clean and in a great location convenient to the mall, restaurants and minutes from UMC hospital! Thank you thank you thank you for making this stay with my toddler grandson less stressful and for all the extra care and attention you gave above and beyond what I am sure your scope of obligation to your customer was! You are all rock stars in my book. Great job!!

I stop at this Hampton inn every year (last 5 years) and can see the difference from year to year in maintenance. Every year the room we occupy has mold in bathroom vents with peeling ceiling paint. Room noises(loud tv/talking/banging doors) are due to the usual inconsiderate partners in travel that think they are the only ones that matter. Overall satisfactory.

Once again Hilton employees stand out from other hotels! Excellent service, warm greetings, superb consumer service skills, genuine hospitality and great knowledge of local restaurants. Brooke at the front desk was wonderful. She check us in, inquired about the handicap needs of one of your family members and cheerfully answered all of our questions. Omar was exceptional!! His friendly personality and professional attitude was refreshing and much appreciated. Omar provided a complete list of local restaurants along with phones and addresses.

The desk was large and perfect setup for computer and all my materials. Lots of drawers and storage areas. Just minutes from lots of restaurants. I wish I'd had time to use the amenities, but only an overnight stay. I will book this location again next trip to Lubbock.

We had an existing reservation. After driving all day, arrived around 7:30 pm, to check into Hampton Inn & Suites Lubbock Southwest. I was offered a pet room. I was told that, it's all they have. I informed the front desk staff ‘Brooke'' that this will not work for us. She just in by face said, ‘then Bye'. It's like take it or leave. I told her that you don't have to be rude about this and she said ‘Bye' again. I have never seen a rude staff like Brooke in any motel. I was tired after all day drive, and left and drove around with my family to two nearby Hilton's in that area. They didn't have any two queen rooms, but the staffs were professional and helpful. They even went extra mile to find me a room in another location. What a contrast! At the end I ended up staying the night at a nearby IHG property. I travel though Lubbock every year and will never stay in Hampton Inn & Suites Lubbock Southwest.

This hotel is tucked in the middle of several businesses but it is in a prime location. The hotel was well maintained and very clean both inside and out. The hotel staff were friendly and helpful and really cared about the hotel and our stay.

We are long-time HH members and usually stay at Hampton Inns, but no longer. This experience put an end to the dwindling loyalty we had for the brand. The Double Queen suite we reserved had no bathroom mirror, just empty cleats on the wall, and there were food crumbs on the floor. We went to the front desk. We were given another room, but the only one available was a single king. Not what we wanted, but they adjusted the price. The King Room had a queen-sized top sheet on the king-size bed. We found that out when we went to bed and realized we'd have to scrunch to the middle to have a sheet between us and the duvet. It was late, so we dealt with it. We got a king sheet the next morning at the front desk and changed it ourselves because they only offer housekeeping on demand and we didn't want to wait around to ensure it was done. The no-housekeeping policy extends to the breakfast area, too. Every morning of our three-day stay the tables were dirty with crumbs and spilled syrup, and even the sides of the center high-top table had gooey fingermarks. No one was cleaning. We had to clean our own table with hot water from the hot water carafe and a napkin. The toaster only toasted one side of the bread. No one replenished the yogurt. We had to ask one of the three people hanging out and laughing in the kitchen for some. The kitchen didn't seem too clean but a staff member hurried me out and I kitchen couldn't see the details. We sat at a side table next to the window. This was when I noticed the thick layer of dirt on the floor and windowsills behind the food-speckled curtain, and dead roaches on the floor. That's when I started taking photos and when I was seen by the staff. A staff member whipped out a squirt bottle and a rag and started to wipe the tables. There was no decaf coffee in the afternoon/evening. No decaf Saturday morning either. There were hard-boiled eggs in plastic ziplocks on the breakfast table. They were warm and not on ice. This is a potential health hazard. The tiny wastebaskets in our room filled rapidly, but...right!...no housekeeping. The communal trash can at the elevator on our floor was overflowing during our three-night stay. We did talk to the front desk staff and even showed them the issues in the dining area. The person promised to write up our concerns but said that the hotel was under new management and the new management didn't care. The desk person said we should see how dirty the kitchen area was. Hilton standards at this location have slipped so low they may never be found again. Avoid!

I also stayed the night after a storm apparently knocked out digital key and cable tv, certainly can't blame staff for that! However, it seems "repair people" weren't in any hurry to fix things on the weekend. I also found it strange and disappointing that no alternate arrangements or compensation were offered, and I'm a Diamond member. Pros to this place (and I've stayed multiple times before): Staff is efficient and friendly. Breakfast is typical Hampton, not bad. Rooms clean and spacious. Wifi worked well. Cons: Apparently only one of 2 elevators working. AC Thermostats did not seem to have a constant "fan on" setting. So while the temp stayed regulated, I like the fan to blow constantly to block noise. This was a BIG negative to me, enough to say I would not stay here again.....if I simply didn't know how to input correctly in the thermostat then I apologize, but I stay at tons of hotels and these things aren't that complicated, and I simply did not see a "fan on" mode on the newish thermostat. That's a big mistake.

TV and internet out due to storm the day prior to our arrival. No digital keys either. Still not fixed the next day either. No offer to discount, no advance notice or offer to put us up at another Hampton. We ended up leaving a day early. Disgusting peeling paint in bathroom. Do not recommend this hotel at all.