Holiday Inn Lubbock South, an IHG Hotel — Hotel in Lubbock

I had stayed here another time and had a good experience for the most part. This time was a shocking contrast. Don’t get there when Zach is at the desk, as another reviewer has also collaborated it could endanger your safety.||I arrived into Lubbock late Aug of 23 at 2:30 am, exhausted after driving ten hours in the record breaking heat wave. I went in and asked for a room and typically they are about 130.00 a night. With the hotel not being full and check out being about ten hours away I tried to negotiate a lower rate.||This guy literally acted like I was asking him for a personal loan, wincing and making all kinds of weird faces. He finally make a pathetic offer to take ten dollars off the night if I stayed two nights. That made no sense at all and was still a meager offer, even with triple A, he couldn’t give me a good rate, but online all the rates were lower. He said he just gotten in trouble doing that for his friends.||You can always tell when a place has just turned into a cash cow that could care less, when they have overpriced water for sale right in your face when you are two steps in. At any rate, no pun intended, that was just the beginning. I was exhausted at almost three am and really experiencing night blindness, I said alright, gave him an American Express and my license and was forced to sign a bill of sale for almost three hundred dollars. Went to load up the cart and I had so much to bring with me as I was in to visit grandchildren. It was almost falling off the cart, he sat there watching me and asked if I needed help. I said sure and he came over and pushed my carry on bag about two feet and went back to his chair. I managed to get up to my room without him helping, but somehow he managed to start telling me all about HIMSELF. How he makes purses and only has to put them out at the desk and people want to buy them for 400:00 a piece! ||When entering the room it hit me in the face , it stunk. It smelled like an armpit or dirty sock. I remember my last room had a smell too that my guests noticed. I was too tired, it didn’t matter. Of course the A/C in the room had not been running at all in the sweltering heat||. All I wanted was a hot bath, my sciatica was aggravated from driving. The drain was completely pulled out of the tub, it couldn’t hold any water. I think he gave me about the worst room they had. I went back downstairs to try and remedy a problem I shouldnt have ever had to deal with to begin with as the room had a broken fixture. He kept playing real stupid like he didn’t understand, asking me a ton of questions about “ you mean the thing that pulls out”? Then pulls the ultimate ploy, tries to make me feel it’s my fault. He says “ in all of my time here I have heard of anything like this” I told him I wasn’t in the NBA and still took baths not showers. I did not swear at him, nor did I raise my voice. I offered to let him look at the drain hoping a visual would help him since he kept acting so incredibly lost. He came up looked at and still couldn’t do anything. Then he bleakly offered another room and started disappearing around the corner a lot to talk to his manager. I said give me a different room then, but then he wouldn’t do that . It was as if he was just lazy. He said “ dude I am just trying to be nice”. Well no you weren’t, you took umbrage at me not accepting a room that shouldn’t have been offered because it had broken fixtures. He then told me to leave or that he would “ don’t make me have to” call the cops. Yes, this poor excuse of an employee apparently gets off in endangering people or setting them up. You have other reports here about similar behavior from the same guy. I will be filing complaint with BBB. Also he told me to get out after I unpacked, when I asked him for to write that down for my receipts he said he couldn’t, he had to talk to his manager. I haven’t had time, but you better be sure there will be issues if one cent is on my card. Your hotel manager never returns calls. She is never there. Your employees have told me the management is poor. Whoever owns this place doesn’t care, I wonder how Holiday Inn feels about how your clerks are terrorizing people when nobody is around. This is so sickening that you have some smug guy threatening people with the police. I beg your pardon, we have laws that swing both ways. Talk about misuse of authority. Again, no swearing, no yelling, no threatening, just a 68 year old woman asking for a functional bath tub in a room she is being charged quite a bit for. Thank God other hotels with far better accommodations...

I had booked two rooms for Friday evening of graduation weekend. I had family fly in from out of state for this celebration of my graduation at Texas Tech and was so sadly disappointed with our hotel experience. I had come to Lubbock before and scoped out this hotel, it looked like it would be a great experience. We requested an early check in and were told that nothing could be promised, but a request would be put in. After arriving in Lubbock we called the hotel to see if an early check in was possible, to which the staff replied that it would not be. We understood this because it was graduation weekend so we decided to go grab lunch before heading back to the hotel. We arrived at 2:20, 40 minutes before check in. The front desk associate, Gabby, did not even acknowledge the couple in front of us for at least 5 minutes while she took two calls. A simple acknowledgment that we were all standing there would have been nice. After the couple in front of us left, clearly frustrated, we tried to be polite and ask if there was any possible way we could check in....seeing as how at this point it was only 30 minutes before check in. The front staff was unaccommodating, so I had to start to get ready in the hotel lobby restroom. Not 10 minutes later, my father came and told us he had gotten two rooms. So I am confused on why we were told it wasn’t possible at all, and then were told by my father that he got keys to the room. On top of that, it was frustrating because we had paid about triple the price for each room, clearly surged because of the weekend. I understand the higher price but we just expected more for that price. Next, the elevator was out for the entire stay. It smelled like burnt rubber and we had to take the stairway up to our rooms with our luggage. This was frustrating as my father has had both back surgery and a hip replacement, so it was pretty embarrassing for me that I booked this hotel and now he was having to carry luggage and go up stairs instead of using the elevator. When we got to our room our bathroom was disgusting. It looked like it was not even cleaned. There was black stuff and hair all in the sink and counter along with the trash can on the counter. It looked like it wasn’t finished and was actually pretty gross. After we returned from the graduation ceremony we were greeted by two new front staff who were so pleasant! One of them seemed to be pretty pregnant and she was so kind and welcoming. They told us about the great experience we could have in the Burger Theory restaurant with live music so we went up to the rooms to change then came back down to check it out. There was one server literally sprinting around the dining room. She was doing her best but we ended up ordering food and waiting an hour and 15 minutes for it. The food was delicious, the experience was just less than enjoyable. The morning we were leaving we came down to try to grab breakfast but couldn’t find it. The front desk attendant, Gabby, once again did not go out of her way to even greet us or maybe ask why we were wandering around aimlessly. We finally asked her and she just pointed towards the restaurant. My sister and I have both worked in customer service and it was just a very sad experience. Acknowledgement is a simple way to improve a customers experience. I was embarrassed for picking this hotel with my family that came from out of state for this celebration. Definitely will not be using this location again and will be advising my peers that plan on attending the Tech graduation next year to...

We rented over 60 rooms at this hotel and traveled 7 hours to play in a youth basketball tournament. We soon found out that this hotel is not people friendly, family friendly, pet friendly, or kid friendly. In summary, it’s not a FRIENDLY hotel. Our families were constantly scorned for eating in the common areas or even having food in the common areas when they weren’t even eating it. They told us the only place we could eat was in our rooms, despite having large common areas featuring sofas, tables and chairs! When we finally complained enough about the inability to gather as groups and enjoy ourselves in the common areas, we had to have a scheduled meeting with the general manager. The general manager interest by designating us to pop-up tables with tablecloths for us to eat at. That seemed like a nice thing to d, but behind-the-scenes the general manager wrote a scathing email and told our organization leadership what “horrible people” we were for asking for common sense accommodations. One night while we were in the common area and minding our own business (not eating food or drinks) the night manager Zach approached us and started complaining about how we need to just go to our rooms. When we told him that we did not want to go to our rooms and that he didn’t have the authority to tell us to do that. He called the police! Yes, you read that correctly… he called the Lubbock police and demanded that myself and my friend be criminally trespassed from the hotel (even though both of our families were in the rooms we had rented). There was no fighting or alcohol or name-calling or anything else going on. Zach’s cheese simply slid off his cracker and he wanted everyone gone. in fact, he had told us a day or two before that we could all just leave the hotel and find another place to stay when we were asking for simple things. However on our last night, He decided police intervention was necessary! When the police arrived. They were shocked to see me and my friend standing there and didn’t understand what the issue was. I had to explain to them that Zach didn’t like the fact that our kids were in the common areas, were going into the pool, and workout room. I had to explain to the police that Zach was closing the pool at 8 PM instead of 10 PM because he didn’t want kids in there and our kids and parents had nowhere to go. The police seemed very frustrated with Zack. I had to have the police stand there while I discussed our issues with Zack and Zack eventually allowed me and my friends to stay the night with our families in the hotel rooms that we had paid for and been in for several days. We spent thousands of dollars at this hotel! if you’re reading this review, do yourself a favor now and click somewhere else and book a different hotel room. Do not stay at this place! I normally do not leave reviews, even if I get bad service. But this one was so severe, I felt like I had to...