Quality Inn & Suites Lubbock, Lubbock

Liked: 2 rooms were good and the third room had a broken window on the ground floor. Bad odor in room and curly hairs in sink. When we complained they only put a sheet over the window. Totally unacceptable.
Disliked: Unrentable room that we were assigned. Smelled bad - not clean. Broken window that could not be locked.

Exceptional

Not a good experience and...

Liked: breakfast was bad. Juice Machine out of order, ran out of waffle mix, milk was sour, gravy was tiny amount and biscuits hard as a rock, not enough food for the amount of people that were staying there. It was 9AM when we went to breakfast.
Disliked: Hot tub was out of order, room smelled musty, the hot water ran out really fast when taking a shower. There was a ear-wig bug crawling on the bathroom floor/

Exceptional

HORRIBLE! STAY ELSE WHERE!

Liked: I liked leaving this property.
Disliked: Our room looked to not have been clean. There was crumbs all over the carpet, black sticky grime on the tile. The water in the toilet was yellowish brown & smelled foul!!! When I asked about another room I was told this was what was reserved for me. I ONLY STAYED FOR 5 HOURS HERE! Other guests were loud, arguing outside in the common area, I had people walking passed my door & knocking. When I rang the front desk to complain, I was told nothing could be done because guest check in at different hours of the night. At about 12AM before I left a man started yelling & banging on my room door!! He then proceeded yelling down the hall & then started banging his hands against walls again. I took my toddler & left immediately!!! This place doesn’t care for the comfort of their guest & felt unsafe for myself & daughter. AND I WAS NEVER OFFERED A SOLUTION OR REFUND!

Bad

Liked: I previously stayed at this Inn earlier this year and was satisfied enough to try it again. I booked one month in advance of my stay this time and was able (or so I thought) a Handicap Room with a Zero-entry shower. According to the pictures on QUALITY INN's website and Booking.com, it looked perfectly suitable. I DID NOT pay in advance as there was some question as to my being able to make this trip. I even accepted the premium rate for not paying early. However, when I arrived, I paid QUALITY INN for the room, and when I got to the room, it DID NOT HAVE A ZERO-ENTRY SHOWER. Also, when I exited the room to go back to the front desk, the Door Handle came off in my hand. When I was finally able to get out of the room and return tothe front desk, they told me that they had NO ZERO-ENTRY SHOWER ROOMS, AT ALL. THEY SAID THEY DID NOT EVEN OFFER THEM and tried to blame third-party website even after i showed them pictures from their own website. At that time I asked for a refund and was told that they could not give me one since I reserved through BOOKING.COM. Now, this made no sense to me, and I asked to speak to the manager or owner. The guy at the front desk called the owner and spoke with her, and she refused to issue a refund. He said I had to come back tomorrow to speak with her. Keep in mind that this is 11 o'clock at night, and I have been traveling all day and have a FUNERAL to go to the next day. AND, I have to try and find a room somewhere else. I live on DISABILITY and don't have a lot of money. Fortunately, I had a credit card with just enough balance left to get another room and was able to find one. However, the next day and every day after that, I attempted to contact owner, I could only talk to a clerk that said, "the owner doesn't talk to guests." WTH!! Trying to make a long story short, I tried to get BOOKING.COM to intervene, and even they could get no response from ANYONE at the Hotel.
Disliked: POOR CUSTOMER SERVICE MISLEADING WEBSITE PICTURES AND DESCRIPTION NON-RESPONSIVE TO GUEST ISSUES AND COMPLAINTS NO REFUND