Doubletree By Hilton Lubbock - University Area

Came to Lubbock for friend’s son’s wedding New Year’s Eve. Bar was closed. The amazing night desk guy Brandon was absolutely amazing. Let us have our own little party in the lobby with mimosas and snacks and took our pictures. Also put the TV on so we could do the countdown and he did it with us.

Clean and pleasant appearance

Receptionist not attentive

It was clean

Our room was on the 2nd floor, above the bar which was open to 11 pm. It was extremely noisy. The restaurant food was mediocre. The “paid breakfast” was only a portion of the breakfast menu fees.

Love it very clean

Love it

On December 26, 2025, I dealt with a dishonest and misleading front desk employee working the 3–11 shift. Over the span of more than six hours, I was repeatedly misled regarding the availability of accommodations for my infant. What started as confirmation that rollaway cribs were available changed to them “not existing,” then changed again to pack-and-plays being available. Instead of being truthful from the beginning, I was strung along for hours. I arrived at the hotel close to 11:00 PM and was explicitly told that a pack-and-play would be placed in my room prior to arrival. When I entered the room, there was nothing there. I then went to the front desk, where the night shift employee told me that the prior employee claimed I was supposed to pick it up myself. That employee then went to search for the pack-and-play only to come back to tell me she did not know where they were. This was completely false and contradicted both what I was told earlier and what was documented in the chat. The 3–11 employee’s dishonesty directly caused confusion, delayed resolution (there was no resolution), and unfairly shifted the problem to the night shift front desk employee, turning this into an unnecessary late-night issue. As if that were not enough, the room above us was excessively loud, with nonstop stomping that made rest impossible. I called the front desk to have the issue addressed, only for the noise to become worse after the night shift employee claimed she went to “fix the problem.” The disturbance was not resolved until approximately 2:00 AM, presumably when the guests upstairs finally went to bed. The level of service at this hotel is completely unacceptable. I have stayed at a Hilton in Downtown Shreveport and once arrived to find toenail clippings on my bed; yet even that property provided better customer service than this DoubleTree. Being misled for over six hours, dealing with dishonest communication between staff, and enduring unresolved noise issues is inexcusable for a Hilton-branded property.This experience explains exactly why my employer transferred our business to The Overton Hotel in Lubbock when I am in town for work. This stay confirmed that decision was justified. Lastly, I find it telling that the response offered was, “Feel free to come by the desk so we can work on a solution for you.” If staff had truly been paying attention to their guests, they would have realized that I had already checked out and I will not be returning. The opportunity to “work on a solution” passed when your staff chose dishonesty, poor communication, and inaction throughout my stay.