Homewood Suites by Hilton Lubbock

Location was good, good breakfast. Nice staff.

The carpet in our room was pretty gross they had obvious stains. They could use a good shampooing or removal. Furniture was unusable I couldn't open the drawers they are were jammed. Furniture could use an update as well.

Customer service and outside patio vibes.

N/A

The staff overall was wonderful. The breakfast staff were friendly and kept everything on the buffet filled and clean. The green salsa was amazing! One of the front desk clerks went out of her way to get chairs for our room as there was only one dining chair in the room, and it's for a desk.

We booked a handicapped accessible room. I had confirmed with the property way in advance (April) that I needed grab bars in the bathroom at the toilet area. When we got checked in, the room was not for handicapped at all, except for one grab bar in the shower. No grab bars in the toilet area. What made it even worse was the toilet was very low to the ground, which made it harder to get up from. I called down to the front desk and was told they couldn't move us as there were no rooms available that had grab bars in the bathroom as they were all booked. I asked why we didn't have a room with grab bars as we had booked several months ago in April and we should have had been given preference. She said since we booked through a third party (Booking.com), we'd have to go through them to get resolution. When I told her that I had messaged the hotel directly back in April with the request for a room with grab bars and had gotten an affirmation of that request, she gave me the response of me going back to Booking.com and trying to get it resolved. I was livid. I was staying at their hotel, had messaged them directly, I was paying them. I felt with the Hilton letterhead, I would get treated better, but I felt like I wasn't listened to and was just thrown to the curb with no apology! We are elderly, 74 and 76, and both crippled with arthritis and I am recovering from knee and hip surgeries. We really needed those grab bars. I had to have my husband help me whenever I needed that restroom and it was embarrassing and humiliating. Also, there was only one chair at the dining table.and it was a desk chair with wheels! Why would I book a room with a kitchenette and table when there is only one chair? What if I were a family unit? The clerk said there was only one chair per room, but she later brought me two more chairs. If it wasn't for the room, I would give this hotel a higher rating, but I won't book with them again.

It was

Close to everything, and really friendly staff

Room had a bad smell, hotel handeled it quickly

I thought is was a nice place

Greaf

Mattress was wonderful

All of it.

Clean