Residence Inn by Marriott Lubbock-University Area — Hotel in Lubbock

I have several things to say here, so if you want a thorough review, please continue. If you don’t, just skim the numbered points. Nonetheless, if you are looking for a recent (11/2023) review that is objective and experienced, I encourage you to keep reading. ||1. The first thing, which I believe to be the most important in assisting any and all travelers, is to warn you of Reservations.com. They are literally the worst. When I book a room, I’m the type of person to research sites, rooms, photos and reviews. And for the most part that takes a lot of time. By the time I concluded that Residence Inn Southwest was my choice, it was after midnight and I was exhausted. Although I check the booking sites, I’ve found out that booking via the hotel directly is best. They are now matching the booking sites and sometimes it’s even cheaper. So I typed Residence Inn Southwest and clicked away. It was shortly after I confirmed my purchase that I realized I made a terrible mistake. I booked via Reservations.com and was charged an extra $50 dollars! I immediately called and was told my reservation was cancelled but they were still going to charge me $20. That’s right, Reservations.com charged me for nothing. I have more to say but that’s at the bottom.||2. I booked the room in early September for a November stay. I received a couple of emails from Marriot reminding me of the stay. Imagine my surprise when I showed up to check in and was told that the room was cancelled. I calmly asked the lady “What?” She repeated that the room was cancelled. I told her that I did cancel and shared #1 with her. However, she said it was canceled again...that same day. I told her that wasn’t right but she said there were no rooms. I pulled up my emails to show her that I never received any cancelled emails but I did receive a related email that day. So I looked and it was from Michael P, Director of Sales. I was informed that they overbooked. (It was a college game.) ||3. As mentioned above I was calm the whole time but I was about to lose it. There was no way I was going to find a hotel room the same day…at least a decent one. I kept reading the email and lo and behold, I was comped a room at the other Residence Inn. And to give this a fairy tale ending, it was at the Residence Inn University, which meant I could walk from the hotel to the game! ||4. As soon as I unloaded my bags in the room, I pulled out the laptop and emailed Mr. P. I thanked him and mentioned that if there was a way to mess up reservations, this was it. He replied and comped me a drink in the bar. We dogged one another about the game (my TCU lost) and overall it was a nice interaction. The only way it could have ended better was meeting Mr. P and shaking his hand. (I will note that I did recommend that Marriot should have made a note in the cancellation so that the front desk lady could see it and resolve the manner better. I could imagine a customer who may have gotten upset after being told they cancelled a room when they knew they didn’t. The lady should have immediately informed me that I was comped a room. Just my two cents on customer service.)||That’s my story. Now on to the review:|I will keep this short. The hotel was excellent. It cost more than the Southwest Residence Inn, but it is well worth the money. It is within walking distance of the TTU stadium and there are a couple of fast food joints next door. The room was a King Studio and it was one of the best rooms I’ve ever stayed in. The fridge was nice and there was a counter and sink. The couch was comfortable and the A/C heating worked fine. The bathroom was very spacious, large shower area, great cleaning products and soft water. I live with hard water and I’d take soft water any time, any day. We returned after the loss and the bar had several clients hanging out. The front desk man was hanging around and the bartender gave us the free beer (I later found out that my family didn’t tip, they’re young, so I left her a tip late that night.) The bed was incredibly soft and I had a good night's rest. Also, the bed had six pillows so there was always a cool one. ||I made a doctor’s appointment that morning so I missed out on the free breakfast. I did grab me an orange and looked around and it looked good. It had the hot eggs and good sausage links. I could smell waffles so I’m sure they were somewhere that I missed. The hotel is right of 82 and University so getting around was simple and convenient. Overall, I gave this hotel top marks because they more than made up for their mistake. Whether they assumed I was there for the game or not, doesn’t matter. They made the whole experience for me and my fam a memorable one. Special thanks to Mr. P for taking care of us and I hope the company acknowledges his team at the Residence Inn University. If you can afford it, I will bet that you will not be disappointed. I did take some photos with my cheap Target phone so I hope they reflect the hotel in the positive light which I tried to express in words. ||btw, we ate at Teddy Jacks and Olive Garden by the mall. Great food. I might write a review later but I wanted to make sure I wrote about my hotel stay ASAP. ||Regarding Reservations.com, I wrote a review on the Better Business Bureau website. Within 24 hours they responded and they were extremely helpful. I did receive a note that they reached out to Reservations.com to which the lousy company responded that they would do a one-time refund to my credit card. This was on 9/27/2023. I checked today, 11/4/2023, and there still is no refund. I sent an update to the BBB and will probably hear from them by Monday. I will advise that if you do reach out to the BBB, it's best to read their emails immediately. I didn’t do that and did not know about the refund until mid-October. However, I do want to warn you all to avoid Reservations.com. It’s a terrible company that charges money for nothing. Stay away! ||As for Lubbock’s Residence Inn-University, book away and enjoy...

I have several things to say here, so if you want a thorough review, please continue. If you don’t, just skim the numbered points. Nonetheless, if you are looking for a recent (11/2023) review that is objective and experienced, I encourage you to keep reading. ||1. The first thing, which I believe to be the most important in assisting any and all travelers, is to warn you of Reservations.com. They are literally the worst. When I book a room, I’m the type of person to research sites, rooms, photos and reviews. And for the most part that takes a lot of time. By the time I concluded that Residence Inn Southwest was my choice, it was after midnight and I was exhausted. Although I check the booking sites, I’ve found out that booking via the hotel directly is best. They are now matching the booking sites and sometimes it’s even cheaper. So I typed Residence Inn Southwest and clicked away. It was shortly after I confirmed my purchase that I realized I made a terrible mistake. I booked via Reservations.com and was charged an extra $50 dollars! I immediately called and was told my reservation was cancelled but they were still going to charge me $20. That’s right, Reservations.com charged me for nothing. I have more to say but that’s at the bottom.||2. I booked the room in early September for a November stay. I received a couple of emails from Marriot reminding me of the stay. Imagine my surprise when I showed up to check in and was told that the room was cancelled. I calmly asked the lady “What?” She repeated that the room was cancelled. I told her that I did cancel and shared #1 with her. However, she said it was canceled again...that same day. I told her that wasn’t right but she said there were no rooms. I pulled up my emails to show her that I never received any cancelled emails but I did receive a related email that day. So I looked and it was from Michael P, Director of Sales. I was informed that they overbooked. (It was a college game.) ||3. As mentioned above I was calm the whole time but I was about to lose it. There was no way I was going to find a hotel room the same day…at least a decent one. I kept reading the email and lo and behold, I was comped a room at the other Residence Inn. And to give this a fairy tale ending, it was at the Residence Inn University, which meant I could walk from the hotel to the game! ||4. As soon as I unloaded my bags in the room, I pulled out the laptop and emailed Mr. P. I thanked him and mentioned that if there was a way to mess up reservations, this was it. He replied and comped me a drink in the bar. We dogged one another about the game (my TCU lost) and overall it was a nice interaction. The only way it could have ended better was meeting Mr. P and shaking his hand. (I will note that I did recommend that Marriot should have made a note in the cancellation so that the front desk lady could see it and resolve the manner better. I could imagine a customer who may have gotten upset after being told they cancelled a room when they knew they didn’t. The lady should have immediately informed me that I was comped a room. Just my two cents on customer service.)||That’s my story. Now on to the review:|I will keep this short. The hotel was excellent. It cost more than the Southwest Residence Inn, but it is well worth the money. It is within walking distance of the TTU stadium and there are a couple of fast food joints next door. The room was a King Studio and it was one of the best rooms I’ve ever stayed in. The fridge was nice and there was a counter and sink. The couch was comfortable and the A/C heating worked fine. The bathroom was very spacious, large shower area, great cleaning products and soft water. I live with hard water and I’d take soft water any time, any day. We returned after the loss and the bar had several clients hanging out. The front desk man was hanging around and the bartender gave us the free beer (I later found out that my family didn’t tip, they’re young, so I left her a tip late that night.) The bed was incredibly soft and I had a good night's rest. Also, the bed had six pillows so there was always a cool one. ||I made a doctor’s appointment that morning so I missed out on the free breakfast. I did grab me an orange and looked around and it looked good. It had the hot eggs and good sausage links. I could smell waffles so I’m sure they were somewhere that I missed. The hotel is right of 82 and University so getting around was simple and convenient. Overall, I gave this hotel top marks because they more than made up for their mistake. Whether they assumed I was there for the game or not, doesn’t matter. They made the whole experience for me and my fam a memorable one. Special thanks to Mr. P for taking care of us and I hope the company acknowledges his team at the Residence Inn University. If you can afford it, I will bet that you will not be disappointed. I did take some photos with my cheap Target phone so I hope they reflect the hotel in the positive light which I tried to express in words. ||btw, we ate at Teddy Jacks and Olive Garden by the mall. Great food. I might write a review later but I wanted to make sure I wrote about my hotel stay ASAP. ||Regarding Reservations.com, I wrote a review on the Better Business Bureau website. Within 24 hours they responded and they were extremely helpful. I did receive a note that they reached out to Reservations.com to which the lousy company responded that they would do a one-time refund to my credit card. This was on 9/27/2023. I checked today, 11/4/2023, and there still is no refund. I sent an update to the BBB and will probably hear from them by Monday. I will advise that if you do reach out to the BBB, it's best to read their emails immediately. I didn’t do that and did not know about the refund until mid-October. However, I do want to warn you all to avoid Reservations.com. It’s a terrible company that charges money for nothing. Stay away! ||As for Lubbock’s Residence Inn-University, book away and enjoy...

UPDATE: It has been over 1 month since this review was written and I never heard from management regarding the filthy conditions of my room, the extremely poor management of their food service and coffee service, etc.

Case in point: This location is quite poorly managed and operated. You should expect to be underwhelmed and overcharged for what you receive. Better to stay at another hotel that will value you as a customer. It is a rarity to give such an unfavorable review. I've written hundreds of favorable reviews, yet this was truly poor enough of an experience to justify 1 star.

We have stayed at the Residence Inn multiple times, in multiple states. This location was filthy and poorly run.

Every time we opened the door to our room a disgusting smell hit us immediately. Dusty furniture throughout the room, filthy and scuffed up bathroom floor, no toilet paper on the hanger, debris alongside the entire carpet, falling off baseboard in the shower, completely dirty TV screen, red splatter on the wall (looked like blood), and the elevator was fully unreliable. Several guests in addition to us were concerned of the elevator's safety.

By 9:00 am, the breakfast area had no coffee nor hot food. It took a long period of time before they refilled the items. When it was refilled, the bacon and quiche were inedible.

Every Residence Inn I have stayed at, always had hot coffee in their containers regardless of time. 5 pm Saturday, the coffee was literally cold.

The majority of the times when walking into or out of the hotel, the front desk employees would see you, yet they pretend they do not see you.

When a consumer spends any amount of money, they rightfully expect service and value. In this case, we spent several hundred dollars for 2 nights, yet there was no hospitality, and everyone should expect to receive a clean, organized, fresh smelling room.

Consumers aren't willing to tolerate filth at any price. Clearly, we were disappointed and will not return to this Residence Inn.

Management was not called upon during this visit due to widespread their failures indicated management themselves were failing in addition to...