Holiday Inn Express & Suites Lubbock South by IHG — Hotel in Lubbock

We travelled to Lubbock to visit our son who attends school at Texas Tech.

We waited over ten minutes to be helped for our check in. While Jack was funny and witty, the service was exceptionally slow.

We were also told that 'due to COVID' there was only cleaning service every third day, and we would not have our room attended to while on our stay, but if we needed anything to please ask the front desk.

We got up to our room, and within ten minutes questioned how well our room had been cleaned prior to our visit.

The reason I say, is because on top of the microwave there was a plate of chocolate cookies, and some light trash in the bathroom trashcan, along with about a half roll of toilet paper.

The next morning when I showered, I also noticed there was no body wash in the dispenser in the shower.

Since I forgot to pack my own body soap, I used shampoo, as did my husband.

I figured I'd talk to the front desk when we finished breakfast.

Breakfast...well, I was starving so I gave in to the offerings, and threw it in the trash when I went to bite into a piece of my very cold sausage patty.

There was no attendant in site, the trash can was full and overflowing, a complete mess at the coffee bar, and no creamer.

Before I went back to our room, I explained the issues to the front desk woman...that we needed soap, toilet paper and to please come in and clean the room, since I wasn't feeling really good about the situation.

I was promised it would be handled.

We went and enjoyed our day out, and came back to an untouched room, no soap and still no toilet paper.

I am not sure why other chains we have recently stayed in can clean their rooms daily, despite the less than critical COVID issues, and also maintain room cleanliness, and amenities being stocked, especially after being promised it would be handled.

Honestly, I was ready to handle this in my own way, check out, find another hotel, demand our refund but my husband would not allow it.

It was all unacceptable, and you need to do better. We have stayed in several locations of IHG owned properties over the last two years, and each time it seems to get worse.

After our departure, we had another trip planned and reservations at an IHG owned property, but before our arrival, we cancelled it and decided on another chain... who seemed to be on their A Game, complete with daily cleaning service to the room.

We will not be staying at another IHG unless we have no...

Review for Holiday Inn Express, 6506 I-27, Lubbock, TX

Here’s the thing—I’m a pretty optimistic guy. I believe in giving people the benefit of the doubt and finding the good in any situation. But friends, let me tell you, this stay pushed the limits of my ability to turn the other cheek.

From the moment we walked into our room, it was a disaster. The headboard wasn’t just neglected—it was a crime scene of hand and rear-end prints. Towels? Blood-stained. The sofa? Not only did it have a mysterious splatter on the back, but upon closer inspection, it was a “mysterious” splatter. And as if that wasn’t enough, when we pulled out the sofa bed, the mattress was shredded and sporting a giant yellow stain that made us wonder what poor choices had been made in that room before us.

Trying to salvage the situation, I kindly approached the staff. The employee we first spoke to was wonderful—apologetic and genuinely concerned. But then the manager arrived, and the tone shifted. She was snarky, combative, and clearly not interested in solving the problem. She instructed the staff to switch us to another room. We were hopeful for a moment—until I checked out the second room and found the same horrifying conditions. Shredded mattress, stains galore.

When I brought this to the manager’s attention, her response was essentially, “If you don’t like it, you can leave.” And so we did. We packed up and found a clean, comfortable room across town at the Fairfield Inn, where we finally felt like we weren’t risking a health crisis just by sitting on the furniture.

Life’s too short to settle for places like this. My kids deserve better. You deserve better. If you’re looking for a place in Lubbock, do yourself a favor—steer clear of this hotel and find somewhere that values basic cleanliness and hospitality. Trust me, you’ll thank...

I could not be more disappointed in this hotel and the staff. I am usually not picky as to where we stay when traveling, but this place was HORRIBLE!!! We checked in and got to the 2nd floor. I couldn't roll my luggage because the carpet was very loose and uneven, so I literally had to drag our bags to the room at the end of the hall. We immediately noticed a smell when we walked into our room. We sprayed air freshener and dealt with it cause we were tired. But the smell got worse as the night went on. I kept telling my wife it smelled like moldy, wet carpet. In the morning, I walked over near the air conditioner, and my feet got wet. I was right. The carpet was soaked. We were nauseated from the smell. I decided to stop at the front desk to let them know. We waited a few minutes when Savannah came out to "help" us. She immediately had an attitude and was very short with me. She snapped at me more than once. I had asked her if she was OK. She snapped again and asked what we needed. At that point, I was done, so I just told her about the room. She looked it up on the computer and saw that it was a room that was supposed to be out of commission. She said the room should have never been given to anyone. Once she realized it was their fault, her attitude changed, but it was too late. She said she would talk to her boss Kristen and they would decide if they give us a discount or some extra points for being members. I'm my opinion they should comp the room because it was totally their fault, but I'm not holding my breath. Now we are leaving so nauseated that we couldn't even bring ourselves to try eating their breakfast. The only good thing about this stay was the location being so close to...