Overton Hotel & Conference Center — Hotel in Lubbock

PLEASE DO NOT STAY HERE! HORRIBLE CUSTOMER SERVICE. SHORT VERSION: THE RUDE MANAGER LIED AND SAID HE DIDN’T HAVE MY NEPHEW’S KEYS AND CAUSED HIS DOG TO BE LOCKED IN AN APARTMENT ALONE FOR HOURS AND WE WERE UNABLE TO MOVE OUT MY NEPHEW, WHO WAS A TEXAS TECH GRADUATE.

Long Version: We were in Lubbock for my nephew’s graduation last week. My nephew left his keys inside the room the day they checked out, when he returned to the hotel several hours later to retrieve his keys, the Front Desk Supervisor was so unhelpful and very rude. Unfortunately, the Manager, Zack Nolan, was even worse. They literally refused to help him, saying the lost and found was closed for the day and they didn’t have access to it. He begged for help and the manager finally said he “checked” the lost and found and there was nothing in there. My family was waiting to move my nephew out of his apartment that day, so I went to the hotel myself to see if I could possibly appeal to their humanity. I was met by the Front Desk Supervisor who lied to me and said she was Manager on Duty. I knew she was not. When the actual manager, Zack Nolan came to the desk, he was already upset, as if I had interrupted him. I told him I was with the guy who left his keys in the room and he immediately said, “we don’t have his keys”. I was very kind and literally said, “I’m begging you for help. My nephew just graduated from Tech today and we have 3 cars parked outside of his apartment waiting to move him out, his dog has been in his apartment and hasn’t been let out in hours, it’s an emergency, is there anyone you could call?” Mind you, I worked in the hotel industry for many years and I know how things work. He said they had already called the Housekeeping Manager and she told them where the Lost and Found key was and that the keys weren’t in there when he checked. I asked if there was a log of lost items and he said, “WE DO NOT HAVE THE KEYS! THEY ARE NOT IN THE HOTEL!” He was very rude. So, I left my name and number asking them to please call us if they find anything. The next morning, the Housekeeping Manager called me and apologized that she was unreachable the day before when the Manager called her and that my nephew’s keys were locked up in the lost and found. I told her that the Manager said he had checked the lost and found and that they weren’t in there. She said, “no, the keys are right here in the lost and found, I’m sorry he said that to you.” So, Zack Nolan lied and the keys were there all along. We spent a lot of money to get the locks re-keyed and my nephew into his apartment. I have never encountered this type of customer service at a hotel. Being in the industry, I know that your number one job is to SERVE your guests and go above and beyond to help them. They did the exact opposite. I stayed at the Marriott Residence Inn and the staff there was so friendly and the rooms were perfect and spacious. I recommend...

PRICE GOUGED DURING A FAMILY EMERGENCY, VERY DIRTY, UNPROFESSIONAL AND RUDE. I wish i could give the Overton zero stars. What a huge disappointment. We were told that this was a beautiful hotel with wonderful service. My family and I reserved a room here for two nights because my mom had a medical emergency and we wanted to be close to the hospital. They charged us $450 for one night, and for $350 for the second night despite the fact that we told them that we were in Lubbock because my mom was in ICU with an emergency medical condition. Due to a Tech game, this hotel was the only hotel with an available room. The Overton took this opportunity to price gouge us during a very difficult family time. We arrived after 11 pm. The concierge was very surly and rude, much less friendly. I gave her my credit card and she charged us for two nights, totaling $800 plus taxes, despite the fact that we were told that we were going to be tax-exempt because of our state employment. She said the taxes would come off later, but never did. When I got to the room (which was actually very pretty at first glance), all the surfaces (tables and counter) and floors were sticky. When I went to the bathroom, the toilet was gross because someone had had a bowel movement and there were stool remnants. That is just about the grossed thing I've ever seen at a hotel, especially such an expensive one. My family and I spent the day in the ICU waiting room. When we got back, our key wouldn't work, so my husband had to wait at the front desk while the "engineer" fixed the key. When we got back to the room, the linens were changed, but the sheets were sloppily thrown on the floor. As a family of four, we had used all the towels, but had hung then up on the hooks. These towels were all thrown on a pile on the bathroom floor, but the towels had not been replaced with clean ones. They had also taken the soap, but had not left new ones. I had to go down and get clean towels and soap. Since we had already paid for two evenings, we stayed, but on our third and fourth night, we stayed at the Hampton Inn on Marsha Sharp. The Hampton room was sparkling clean, and the service was great. Also, there was a complimentary breakfast (which the Overton did not have). The night clerk asked me why I was in town and I told him that it was because my mom was in the hospital. He must have then applied a discount to my room rate. It was less than one third of the Overton's rate. Hampton Inn gets five stars, and I wish I could give the Overton zero. What a horrible experience at the Overton, all around. My husband has called the management at the Overton about the tax exemption three times and no one has bothered to call him back, more than one week later. I highly discourage anyone from coming here, for a family emergency, business,...

UPDATE!!!! The GM has replied to this review but has yet to email or call or contact myself or my husband in any way. Managment response has been little to nothing. They are clearly covering up for their staff. WE NEED ANSWERS WHY WERE THE SECURITY LOGS WIPED WHY HAS NO ONE EVEN TRIED TO HELP LPD SHOULD NOT BE THE ONLY ONES HELPING TO FIND A SOLUTION

Attention all parents/ TT visitors!!!!!

Hello all! I am a TTUHSC summer 2024 graduate My husband and I were robbed while attending my ceremony on 08/03 while staying at Overton Hotel & Conference Center right there across from the school. If anyone would like more info, feel free to message me. Essentially, my husband took most of(thankfully) his camera equipment to my ceremony. He left some in the room, locked it up and we went on our way. When we returned we realized the equipment was gone, called the police etc. To put the long story short, they assured us that they could audit the room logs and they could see who had entered our room once we left (we had the do not disturb sign up too). They audited the door lock in front of us and even made comments of ‘oh yes, I see you left at __ time, I see here when yall left for breakfast etc’ (we came and went from the room 3/4 times that day) They then told us that they would follow up with their managers and help us get answers in the morning. The next morning came and we spoke to the gentleman in charge. He printed out a report (thankfully we kept it) saying that there was nothing he could do because the log doesn’t show any movement for the day. We explained this is not true as we had even left the room several times, had room service delivered etc. …..everything was ERASED for the 24 hour time period we reported the theft. However the log DOES note ‘changed to time’ at the exact time they audited the room in front of us. Thankfully we took pictures of security doing so. We have spoken to Overton ‘managers’ and they have said they will ‘investigate’ and we have finally gotten an answer that there is ‘nothing they can do’ Thousands of dollars gone, and my graduation experience RUINED. Overton is clearly covering for their staff. (Yes, police are investigating but they have already told us we are going to have to file a criminal case to get anywhere without any proof from Overton) For a place that brags about loving their Texas tech Alumni, they sure don’t show it. At the very VERY least they could have offered some sort of compensation for the hundreds we spend on our stay. We got nothing but shrugged shoulders.

STAY AWAY FROM THIS HOTEL

I WOULD LIKE TO ADD THAT THEY HAVE DELETED ALL MY REVIEWS AND BLOCKED MY HUSBAND AND MYSELF ON...