Holiday Inn Express & Suites Lubbock West by IHG

Pristine Clean-Allergy Friendly-Modern with A Plus Staff What a Gem! Everything seems new. I have allergies to pets. The room I stayed in was extremely clean. The staff knew about my allergies and they double cleaned my room before arriving! Wow! Does it get better than that! Even the hallways were clean. Staff was washing hallway walls when I arrived. The towels were fresh. The bed was comfortable. The lamps are modern. The desk and chair and sofa was all just right. Parking was free and I could see my car from my room. Staff was not only friendly but very knowledgeable. This is an A plus Hotel.

The employees could not be less helpful. Horrible hotel. Stayed on the 16th of August. No TV. No Internet. Could not get a receipt when I checked out. They said they would email me one, but did not. Have called the hotel and tried to get one. Have called IHG customer service and tried to get one. It has been two weeks and I still don’t have one. The employees at this hotel, and at IHG customer service, are worthless. And their breakfast was terrible.

Disappointed with quality Worst Holiday inn stay we have experienced. Normally can count on clean and comfortable stay. Upon arrival I found room requested was not available. Need handicap room with wheelchair access. Provided room with bathtub and informed no other room available. Room window shade was broken and had to roll it up by hand. Elevator floor and area in front of elevators was dirty. Breakfast was skimpy and unappetizing. Went out to eat both days. There was a big empty area in front of couch that probably had a big piece of furniture that was now empty. Room looked shoddy. The only positive about our stay was the friendliness of the entire staff especially the front desk.

Be prepared to check your bill! We stayed here 2 nights while taking our teenager to Texas Tech for a visit. We needed a room with 3 beds and this fit the bill. Here are the pros and cons of our stay: Pros: * layout was what we needed: 3 queen beds and two rooms * interesting small room with pull out sofa couch * breakfast included Cons * Things were falling apart (sink handle, scuffs on floor, etc..) but these were minor * Working staff was not that friendly. My wife had me ask for things like towels and shampoo since the night crew were not nice to her * hot water took 10 minutes to heat to a tolerable temp * Billing - this was our major issue - when I checked out the rate was higher than my confirmation. When I pointed this out to the desk clerk and showed her my confirmed rate, she shrugged and said she couldn’t help me and only a manager could. Since there was no “manager” there at 8:30 am when we checked out, we had to wait 30 minutes for one to show up. When one finally did, we got the rate corrected fine. However, I’m not sure why there were people working check out time that couldn’t adjust obvious billing problems In the end, the cons outweigh the pros for me. I find it unacceptable a hotel will adjust the rate and not equip their staff to resolve when the issues materializes. The only thing that prevented a 1 rating was I did get the issue resolved after being delayed 30 min

No Wifi If you don’t need to use wifi, this hotel is fine. We don’t use data when we stay in hotels and never have trouble with connection and speed at other hotels. Not so here. No help from the front desk except to try again. If you need to connect, don’t stay here.