Staybridge Suites Lubbock

2515 19th St | Lubbock, TX 79410-1501  [SEE MAP]Lubbock, TX  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 4

Extended Stay for Mom

Aug 15th, 2019

My mother stayed here while visiting Lubbock. She felt at home here and felt like the staff catered to her--really, she felt like the only guest in this hotel! She was highly pleased with the breakfast and snacks as well. Her only complaint was the spotty housekeeping service--for a few days, she did not receive housekeeping. However, the facilities were clean and spacious! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

"Nothing we can do" Customer Service

Jul 9th, 2019

This hotel is a bit dated, but it has a great location. I have stayed here for years on business, and found the staff pleasant and helpful. We had reservations for a suite with 2 rooms, but upon arrival, found that the reservation was for two suites. Obviously a mistake. We advised the front desk that we only needed one suite, and were told that our deposit was non-refundable. So sorry. Samantha at the front desk was courteous, but could not help us with this situation. We asked to see the manager, Maya. Maya gave us the same line - "nothing we can do." Maya was almost immediately passive-aggressive toward us and unprofessional in dealing with a difficult situation. We were advised that the hotel parent, IHG, might be able to help us. We asked the staff to contact IHG for us, and they absolutely refused. "Nothing we can do," is this location's approach to customer service. We contacted IHG, and were advised that a refund on the deposit for the exrtra room was "up to the hotel" -- the opposite of what the hotel told us. Later, IHG advised they had contacted the hotel about a refund on the extra room, and the hotel refused. "Nothing we can do." We left the hotel and tried to cancel our reservations. We are working with our credit card company to dispute the charges. I don't know what the profit margins are on these rooms -- I am sure they vary -- but it is hard to believe that it is good business for Staybridge to lose a customer, permanently, and get bad reviews, over this situation. The Staybridge policy is this: any reservation mistake is 100% the customer's fault, and as for working to solve a problem, there is "nothing we can do." TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Noisy

Jun 17th, 2019

We came to Lubbock to attend orientation for my daughter at Texas Tech. This hotel is the perfect location with it being across the street from the side of the campus. The day we checked in the lady was super friendly and great at her job. The room was clean, but we soon found out the walls and ceilings are paper thin. We were on the 2nd floor. The room above us must have had a child because we heard running from about 9:30 PM until a little after midnight. I called the front desk at 11:30 PM, but didn't get an answer. The next morning I told the lady at the front desk (same one from when we checked in). She apologized and said she'd talk to them. She must have spoken to them because that night it was quiet. The night after that it was back to the running above. I wasn't going to have it go on for hours so at 10 PM I called the front desk, explained I spoke to the front desk that morning about the noise above us and it was happening again. The room above us must have been notified because thankfully the noise stopped. One of the afternoons my daughter and I were allowed to play cards in the dining area. The next day, someone new on shift at the front desk, rudely let us know the dining room was closed and no one was allowed in it. The dining area is fully open so I don't know why we couldn't use a table. There wasn't a table in our room so that was the end of us playing cards. The pool was dirty with dirt and leaves the entire time we were there. Unless you ask for it there is no room service on weekends. This is fine with me since all we needed were towels and I don't have to have a made bed every night. The breakfast was okay. The day we had biscuits with sausage gravy was the best morning for breakfast. It was delicious! The days after that there was ham that was way overcooked and cheese omelets (eggs overstuffed with cheese and folded). My daughter didn't care for the waffles, saying they tasted funny. My daughter will be attending Texas Tech in the fall and this would have been the perfect place for me to stay when I come to visit her, but I will not return to this hotel. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Left a lot to be desired

Apr 26th, 2019

We chose this hotel based on the reviews. Check in was a breeze and a pleasure and the staff behind the check-in desk was very nice. The lobby was clean and bright. Our room was quite dated but overall decent. The bathroom was a bit dingy to the point where even though it probably was fairly clean it didn’t look clean. I was disappointed because my room definitely did not look like the pictures that I saw online as far as the set up/furniture. Breakfast was just OK, nothing to write home about but it was free and the Wi-Fi worked quite well. The reason I was disappointed with this hotel is my stay was partly on a weekend. We were out for the day on Saturday and when we returned at 10 o’clock pm I noticed that our room was not taken care of that day i.e. no made bed/no clean towels, dirty towels not taken away. I had to go down to the front desk at 10:30pm at night to get some fresh towels for the next day. When I inquired they said that they don’t do full cleanings every day. That was my explanation. For $120 per night plus fees at this hotel I would hope to get at least fresh towels delivered. On returning to the room I read a display card that stated if you want service on the weekend you have to ask for it. I did not read this ahead of time and feel that on checking in, because my stay was over a weekend they should’ve informed me of this because I would’ve been proactive and asking for fresh towels that day. We checked out the next day so I didn’t have to worry about Sunday but if I had stayed there on Sunday and didn’t know the policy the same thing would’ve happened. It’s an extended stay hotel which I did not realize on booking so I’m sure this is the reason why but I was not informed. It would’ve solved a lot of issues and everything would’ve been fine. Anyway, lesson learned. Read the small print. That being said I will never stay at this hotel or brand again because of the poor communication and because nobody care that they did not have a satisfied customer. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Walking distance of United Arena (1 mile)

Mar 3rd, 2019

We stayed here for a concert at United Supermarket arena, and was pleased. The front desk staff was welcoming, the room was clean and comfortable, and they let us have a late checkout. We walked back from the concert and it wasn’t bad! I would stay here again. TRIPADVISOR.COM USER 

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