If I could give zero stars, I would. I understand that game weekends come at a premium, but charging $300 a night for rooms that normally run around $100 is one thing - delivering the bare minimum is another. Shockingly, even that didn't happen here. Our room was falling apart and dirty from the moment we walked in. The TV, shower head, and toilet paper holder were all coming out of the wall. There was mold, stained bedding, and an overall level of neglect that was completely unacceptable for any hotel, let alone a Hilton-branded property. Housekeeping never came. When we asked the front desk if they could at least refresh towels and bedding while we went out for dinner, we were met with eye rolls and an attitude that made it clear we were an inconvenience. And what did they do? The absolute least. They dropped off "clean" towels and threw a new mattress cover on top of the same stained comforter. They didn't clean, didn't remove dirty towels (which we had placed in the shower clearly to be taken), didn't refresh anything, didn't pick up a thing. For $300 a night, I expected at least a clean, functional room and basic hospitality. Instead, we received a broken, dirty room and dismissive service. If there had been any availability elsewhere, we would have left immediately. I will never stay here again, and I will never recommend this hotel to anyone. They should be ashamed of themselves.
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酒店回复: Dear Jennifer, we are deeply concerned and genuinely sorry to read about your experience, which sounds profoundly disappointing and falls far short of what you should expect from a DoubleTree by Hilton property.What you described—from the issues with the TV, shower head, and toilet paper holder coming out of the wall, to the presence of mold and stained bedding, and the overall neglect you felt—is completely unacceptable. We take upkeep and cleanliness very seriously at the DoubleTree by Hilton Lubbock University Area. We have a thorough housekeeping protocol in place, and each room goes through a detailed final check before every arrival. It's unusual to hear this, and we'll look into this immediately. We are especially troubled to hear about the dismissive attitude and lack of proper service you received when you asked for towel and bedding refresh; that is not reflective of the warm hospitality we aim to deliver.We truly regret that we let you down, particularly when you were paying a premium for a game weekend stay. We wish we had the opportunity to make things right for you during your visit.Warm Regards,Shannon Edwards, General ManagerDoubleTree by Hilton Lubbock University Area
4.0分
情侣出游
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The shower was leaking from the ceiling and causing the paint and ceiling to get wet when water was running.
Looked like someone tried to fix but didn't get it from leaking and patched the ceiling anyway.
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酒店回复: Dear Debra,Please forgive the disruption the shower leak caused during your visit with us. That sort of issue is deeply frustrating, and we are so sorry that the initial attempt to fix the ceiling leak was not successful. We have immediately notified our engineering team to ensure this repair is fully and permanently addressed. We genuinely appreciate you taking the time to let us know, as your feedback helps us maintain the quality that guests typically expect at DoubleTree by Hilton Lubbock University Area. We hope we have the chance to welcome you back for a flawless stay.Warm Regards,Shannon Edwards, General ManagerDoubleTree by Hilton Lubbock University Area
5.0分
其他
The room was very clean, the staff was very friendly and very polite. Overall I enjoyed the stay and will definitely be back again.
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酒店回复: Hello, Thank you for your perfect 10 rating! We are delighted to hear that you found your room very clean and that the staff was very friendly and polite.It brings us so much joy to know you enjoyed your stay and will definitely be back again. We look forward to welcoming you soon!Warm Regards,Shannon Edwards, General ManagerDoubleTree by Hilton Lubbock University Area
2.0分
家庭亲子
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Rooms are clean, comfortable and staff is courteous but the restaurant (Claraboya) completely derails this otherwise lovely hotel. They played live music from a fairly poor musician strumming his guitar at 7:30am and due to the centralized location everything reverberat s throughout the building and was too loud to sleep in the room. We met some friends for drinks and appetizers in Claraboya and were asked to move to the bar (rather than a table) so the restaurant could save tables for dinner—yet when we left there were still empty tables. Not impressed. We have stayed at 6 other Lubbock hotels around the University for Texas Tech games and this was my worst experience. Many better options around the University area.
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酒店回复: Dear Christine, thank you for highlighting both the positives and the concerns during your stay.We’re truly glad to hear the room comfort and staff service met your expectations—those are core to what we want every guest to feel at DoubleTree by Hilton Lubbock University Area. That said, it’s disappointing that your experience at Claraboya disrupted the restfulness of your visit. Early morning live music isn't a standard setup, and your note on sound travel through the atrium is something we’ll revisit. Your comments about seating arrangements in the restaurant are also noted—how that was handled doesn’t reflect the hospitality we intend.We know there are many options near Texas Tech, and we’re sorry we didn’t measure up for you this time.Warm Regards,Shannon Edwards, General ManagerDoubleTree by Hilton Lubbock University Area
房间和浴室都非常棒，一切都很干净。除了浴室里常见的水垢和有点脏的通风口，但这好像是很多酒店都普遍存在的问题。房间里有咖啡机和洗漱用品。前台接待非常热情，甚至还送了一块欢迎曲奇。我们肯定会再来的，即使住多晚也会考虑。
第一次住这家酒店，肯定不会是最后一次！我住的是顶楼带阳台的房间，景色美得让人窒息！所有设施都干净整洁，床也很舒服，让人放松。工作人员都很朴实友善，我有什么需要他们都会帮忙。等不及要再来住了！
房间干净整洁。
食物美味，位置优越
员工不太友好
非常好
Deeply Disappointing Stay
If I could give zero stars, I would. I understand that game weekends come at a premium, but charging $300 a night for rooms that normally run around $100 is one thing - delivering the bare minimum is another. Shockingly, even that didn't happen here. Our room was falling apart and dirty from the moment we walked in. The TV, shower head, and toilet paper holder were all coming out of the wall. There was mold, stained bedding, and an overall level of neglect that was completely unacceptable for any hotel, let alone a Hilton-branded property. Housekeeping never came. When we asked the front desk if they could at least refresh towels and bedding while we went out for dinner, we were met with eye rolls and an attitude that made it clear we were an inconvenience. And what did they do? The absolute least. They dropped off "clean" towels and threw a new mattress cover on top of the same stained comforter. They didn't clean, didn't remove dirty towels (which we had placed in the shower clearly to be taken), didn't refresh anything, didn't pick up a thing. For $300 a night, I expected at least a clean, functional room and basic hospitality. Instead, we received a broken, dirty room and dismissive service. If there had been any availability elsewhere, we would have left immediately. I will never stay here again, and I will never recommend this hotel to anyone. They should be ashamed of themselves.
The shower was leaking from the ceiling and causing the paint and ceiling to get wet when water was running.
Looked like someone tried to fix but didn't get it from leaking and patched the ceiling anyway.
The room was very clean, the staff was very friendly and very polite. Overall I enjoyed the stay and will definitely be back again.
Rooms are clean, comfortable and staff is courteous but the restaurant (Claraboya) completely derails this otherwise lovely hotel. They played live music from a fairly poor musician strumming his guitar at 7:30am and due to the centralized location everything reverberat s throughout the building and was too loud to sleep in the room. We met some friends for drinks and appetizers in Claraboya and were asked to move to the bar (rather than a table) so the restaurant could save tables for dinner—yet when we left there were still empty tables. Not impressed. We have stayed at 6 other Lubbock hotels around the University for Texas Tech games and this was my worst experience. Many better options around the University area.