Tru by Hilton Lubbock Southwest

Been staying here for 3 years-but the last two trips - hotel isn’t being taken of. The needed to be cleaned better. One bed was missing footboard and my daughter hit the two pegs and hurt her knee. The frig wasn’t plugged in and so it wasn’t ready for cold food! Both ice machine weren’t working . I was told no one would come out and fix. I gave the lady name of a local company who fixes them. ( I have a family with a business in Lubbock got the name from him) The bathroom the gasket around shower door coming off so it leaks on floor. The hotel is very noisy at night and hard to get sleep. It’s really sad that hotel isn’t being taken care of. I know Hilton has standards- We will not stay there again .

We always stay at the Tru when we come to LBK. Convenient location, great breakfast and clean! My kiddos are a huge fan of the pancake machine too 😁.

A visit to see my grandkids . The room was ok , no microwave. Just an ice box , no freezer . It is definitely set up for a one night stay .

The hotel was nice for a quick stay. The staff were friendly. Main complaint was that it wasnt the cleanist hotel we have stayed out. Room was relatively clean, but the common area and hallways could use a good clean and vacuum. The games in the common area need to be updated as kids have trashed them out over time. Overall, not a bad stay though.

Well, the beds were okay but the end of the bed frame was broken on one of the Queen sized beds; part of the frame was sticking out and it scratched my wife’s twice and broke her skin. The hallway was dirty; the free breakfast @ 9:30 was out of sausage; peanut butter; and pancake batter. The coffee was good. When we checked out I informed Kira (desk clerk) about the dangerous broken bed frame and she apologized and said she would get Maintenance on it. We have stayed at Hilton family hotels several times in the past 50 years but this stay was the worst. TRU needs closer supervision and management. Thx

The noise was horrible. Both nights me and my child didn’t get any sleep due to dogs barking, kids running around and lots of hanging.

Great location relative to where we wanted to be within Lubbock. Mattresses were not good at all. Even my young children complained about the mattress.

The young lady at the desk was not any where to b be found, no note, bell, nothing. We waited and waited she finally came back with a floor wet sign. No I’m sorry, hello, nothing but do you have a reservation. Our room 413 was nice. The bathroom had a long black hair in the shower, there was crumbs on the shelf the fridge sat on. We decided to deal with it since we had Clorox wipes and it was a little thing. The next mornings staff was excellent! They were happy and greeted us right away and did a great job getting us on our way. This is our fourth stay with this hotel and even with these few bumps we will be back. The price is right and normally a really decent place. Decorated nicely and very modern. They have a pool table and several games to play, which is really nice. The pool doesn’t open until the 30th they said, which was hard since all the kids in our hotel had to watch the kids across the parking lot playing in their hotels pool and basketball court. Heck we would have swam if it had been open! They have large containers of soap, body wash, shampoo, conditioner, lotion, and a bar soap and make-up remover. So your fully stocked and ready to roll.

What I didn't like is probably not the property's fault. I'm not sure if the building had plumbing issues but we woke up to a stench of sewage. I travel a lot for my kid's sports activities. The water bottle filler was not working and there wasn't any water available in the gym to refill our water bottles. This is, as far as I know, a newly built Tru but that is unacceptable. I have stayed at many Tru's by Hilton but this is by far the worst we've stayed at in that regard.

On thanks giving day the lady over breakfast was removing the food before 9 am. 90% of food was on her cart before 9 am - all food gone at 9:01. I saw people still looking. I know it was holiday but couldn’t it waited just a few more minutes since most breakfast places were closed and family’s needs to feed their kids. On Friday again food was being removed before 9am I talked to chaste about this .I asked why on Thanksgiving couldn’t removed waited a little longer. She proceeded to tell me lady wanted to go home to her family too. The tone of her voice was rude and hateful. I understand about family - I was there ( in a Hotel) and wanted to see my family in Lubbock. Really if in the hospitality industry - it’s about the customers. Chasty was there on Thanksgiving didn’t speak or greet any of the clients - not friendly at all. We usually stay at TRU when we come to Lubbock this was the noisiest and unprofessional ( Chasty)it has ever been. I told Chasty after rude reply about food/ I would not stay there again. The good thing I can say is Michael checked us in and was very friendly, professional, helpful. One of the ladies who cleaned our room ( pregnant) was very helpful . This hotel has lost my business and I vist my son & family often. I will take my business else where all because of front desk ( Chasty) and breakfast person . On Saturday at 9( breakfast over at 10) again she didn’t have much out.