Tru by Hilton Lubbock Southwest

The floor was very sticky and nasty. I wore socks during the stay and they were dirty afterwards. Everything else was fine.

Overall this was a good stay and experience.

The window shade would not work.

Everything was good, from the room to the staff to local amenities.

I’m not sure why there are still people in the counter. The lady I saw that afternoon I checked in was nice and pleasant. The boy at night never even looked up from his phone and the TWO ladies in the morning just spoke to each other about where they like to eat and never once greeted anyone in the lobby. I said good morning and only one said it back but kept talking. And breakfast was not that good but what hotel food is. And the rooms are HOT at night!

Very friendly staff, clean rooms . Perfect location and close to lots of restaurants and shopping!

The staff was very friendly and helpful. The hotel was very accommodating for our fur babies. The breakfast was always good.

Good

Our experience for the three night stay was not a good one. The first night we checked and went to the desk to report a few items. The peep hole cover was not working properly and the hydraulic fluid was leaking from the door closure mechanism and neither were repaired. The light on the wall didn't work as well. We needed towels and hand soup was not provided in the room. It seemed as if we were interrupting their work because clearly we were not a priority. For transparency no other guest were at the front desk or in the lobby area at the time. The shower did not appear to be cleaned nor the beds made properly. Made us question if the bedding was changed as the fitters were not on right and it looked as if the top cover was just brought over the bed. At this point we would have left but we would have been out what we paid for those days. The worst part was the floors. We use slippers in hotels and the floor felt tacky. I took a wet wipe and dragged it all the way to the other side of the bed near the wall and the layers of black filth that came up was alarming. The floors haven't been cleaned in a month of Sundays. We have stayed in Hilton Hotels in the past and have had positive experiences. We stayed at the Doubletree Hilton two weeks prior. However, we cannot recommend this particular hotel to family and friends. If anything we will deter them from doing so. Your attention to correcting the above mentioned will go along way to making your guest experience a positive one.

All the staff I saw during my stay were friendly. The front desk staff was very welcoming and wanted to make sure your stay was to your expectations.

I was on my third day of stay and finally had to go ask for towels because no one had been in my room. They told me they had a towel shortage and they would have to go find some for me. Also, I paid for parking at the property everyday of my four night five-day stay and even though I was given a parking pass I had to park out on the street or to hotels down. There's no parking and they should not be charging for parking. Good mornings in a row I came out while the breakfast area was still open and they were out of coffee.

Hi our room was extremely hot around 80 degrees we were switched rooms but that didn’t help

What made matters worse was the lack of customer service. There were no apologies for the inconvenience, and the supervisor was dismissive when I raised my concerns. Front desk staff were often on their personal phones instead of focused on guests. Additionally, the ice machines on the first and fourth floors were out of order for my entire stay. I chose Hilton because of the excellent experiences I have had at other Hilton properties, but this location does not reflect the standards of the Hilton brand. To make matters worse, I am still waiting for the return of the $50 refundable deposit charged at check-in. Unfortunately, I cannot recommend this hotel based on my experience.

staff is very friendly and responsive

It was clean and nice. The breakfast was okay.

Was charged for parking but when I came back to the hotel to settle in for the evening, there wasn’t any parking spots available. Staff instructed me to park on the street or at the hotel next door. While I understand limited parking, seems a bit unethical to charge for parking if there isn’t any available. The floors in the room were disgustingly dirty. When I pulled back the covers to go to bed, there was hair all throughout and a wadded up tissue as well. Pretty sure the sheets had not been changed since the last guest. This will be my one and only stay here.

Ms. Nancy was doing a great job cleaning she was even getting the corners. I always check the corners and didn’t find a single one that was not clean. Every staff member I spoke to was very kind and helpful. I would be happy to stay there again

The only thing is the water pressure was very low.

I was very disappointed that the gym was closed. Additionally the staff did not offer an alternative

Excellent stay. Wish the exercise room was open. Also, maybe a good idea to police the grounds for trash.