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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
93%
Recommend This Property

Overall Experience

4.5

based on 335 reviews
93%
Recommend This Property

Ratings Breakdown

335reviews

  • 5 Stars
    240
  • 4 Stars
    58
  • 3 Stars
    18
  • 2 Stars
    11
  • 1 Stars
    8

Thoroughly disappointed

By

July 16, 2016

This was quite possibly my worst IHG experience ever.

In general, I very much like the IHG brands. I'm a platinum member and recently signed up for the IHG credit card to maximize my ability to earn points.

For this stay I had an early morning flight the next day so I wanted to book a room for 6 at the Holiday Inn Express Lubbock South to stay with my family beforehand. I wanted to use points for this as the app showed the room was available. When I tried to book, however, the app wouldn't let me. I called customer service and was informed that the hotel only had 5 rooms left for that night, and I'd have to call the manager the next day and see if they could allow me to use points for the room. The next day I called the manager and asked; she said no, she couldn't authorize that. I went ahead and prepaid for the 'Best Available' rate.

I'm not big on the whole platinum status thing but it seems like IHG is. That said, the clerk checking me in never once mentioned the status like IHG says they're supposed to.

A lot of times I book the Holiday Inn Express knowing they have certain amenities #pool, hot tub, cinammon rolls for breakfast#. In this case I was really looking forward to using the hot tub after exercising pretty vigorously that day. After dinner we went to the hotel, changed into our bathing suits and went to the pool, only the find a notice that the hot tub was out of service. The water looked gross, as if it had been sitting for days. Clearly nothing was actively being done to fix it. I inquired at the desk as to how long it had been out and was told a couple of days. I would have appreciated knowing that beforehand as I may have chosen another hotel.

We decided to head back to our room to shower and get ready for bed. I stopped by the front desk to get more towels, as we only had 4 for the 6 of us. On my way there, I noted that the parking lot was nowhere near full, there were only a handful of people in the common dining area and no one else in the pool. I found this odd, since I was told the hotel was so full that I couldn't use my points to book a 6 person room. I asked the guy at the desk about this and he said, no, we're not close to being full. Hmm.

My room had two queen sized beds and a pullout sofa. When I opened the sofa I didn't see any linen. I looked in every cupboard/drawer/shelf in the room and couldn't find any. I called the front desk #same guy# and inquired. He said oh, we keep it here. Some people don't want it. But I booked a room for 6 people - what else would I want? I made another trip to the front desk to get my linens.

The following morning the breakfast area was less than half full. One of my favorite reasons for staying at the HIE is their cinnamon rolls. For some reason, the server had a difficult time keeping enough cinnamon rolls on hand - even though there weren't many people there. Normally I'd take two but in this case I only took one at a time or else there wouldn't have been enough for the rest of the patrons.

These things may seem minor but they all add up to an experience that is well below my expectations for this hotel chain. I do not feel it was good value for my money #nor would I have for points had they allowed me to spend them#.

Posted byHotelStaff
July 21, 2016
Dear loyal98, Thank you for your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience.
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Consistent Room Quality

By

July 14, 2016

club

Great room for the value, we always stay at the Holiday Inn. Only complaint was the condition and cleanliness of the pool and spa (not working).

Posted byHotelStaff
July 14, 2016
Thank you for your feedback. I am glad you enjoyed the room and I do apologize the pool was down for repairs, the issue has been fixed, and it is clean and ready for your next visit. Thank you Jenna Slim General Manager
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Lubbock South Stay

By

July 12, 2016

club

The hotel was great. The pool area was not that great. But, the overall stay was what I expected.

Posted byHotelStaff
July 14, 2016
Thank you for your feedback regarding your recent stay with us here at the Holiday Inn Express. My sincerest apologies the pool was momentarily down for repairs, I assure you it has been fixed and it is ready for you to come back and see us again. Thank you Jenna Slim General Manager
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Good hotel

By

July 10, 2016

platinumelite

The hotel is in a nice location, newly constructed, spacious room space. The staff was nice. The breakfast is good as well!! Highly recommended.

Posted byHotelStaff
July 14, 2016
Dear butterwang, I am so glad you enjoyed your recent stay with us here at the Holiday Inn Express! I will share your positive feedback with our team (they are the best) and I appreciate you taking the time to share your feedback. Thank you Jenna Slim General Manager
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Love it

By

July 09, 2016

Really friendly very clean
Good food
Nice and cool

Posted byHotelStaff
July 14, 2016
Dear Joejr25 I love that you love our hotel! =) I love that you took the time to share your positive feedback with us. It sounds like you had a great stay and we look forward to seeing you on your next visit. Thank you Jenna Slim General Manager
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Willing to stay again

By

June 30, 2016

club

I was disappointed in the selection for the breakfast - but it was okay.

The internet went out for a short time which also locked up the TV - in the middle of a good movie.......

Posted byHotelStaff
July 06, 2016
Dear Churchstay, Thank you for letting us know about your recent visit at our hotel and please accept our sincerest apologies for the internet issues you have experienced during your. We will work with our IT department to resolve the issues. We value your comments and welcome the opportunity to serve you again.
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High priced and noisey a/c and thin walls

By

June 28, 2016

I have stayed in less expensive hotels than this that were way better, the toilet lid was up when we got there and it was dirty under the seat, the a/c cooled well but was extremely loud and the guests above us were stomping around their room from 4am - 5:30am...was going to call the front desk but didnt't figure it would do any good.

Posted byHotelStaff
July 06, 2016
Dear Bobbi1966, Thank you for your feedback regarding your recent visit at our hotel and please accept our sincerest apologies for the disturbance you have experienced during your stay due to the room conditions. Rest assured that these issues will be looked into. We value your comments and welcome the opportunity to serve you again.
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Friendly and Helpful Staff

By

June 26, 2016

club

The staff was very helpful and courteous. The rooms are quiet and air conditioner works very well. A great place to stay for a quick getaway.

Posted byHotelStaff
June 26, 2016
Dear Melmore5, Thank you so much for the positive feedback, I'm glad you enjoyed your stay with us. We welcome you back anytime. =) Jenna Slim General Manager
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Great stay

By

June 23, 2016

First time staying at the HIS in South Lubbock, Tx. Great experience on my first stay, very clean, inside

Posted byHotelStaff
June 27, 2016
Dear rrracing1rst, Thank you for the positive feedback! Great experiences is what we strive for! I am glad we made a good first impression. We look forward to your next visit. Thank you Jenna Slim General Manager
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Great place to stay

By

June 21, 2016

This was the nicest stop on our family vacation. The accommodations were first class. The breakfast was really good and we had no problem finding a place to sit and eat, unlike most hotels where the breakfast is served in a very cramped space with few tables. We would definitely stay here again.

Posted byHotelStaff
June 27, 2016
Oh this is so good to hear! Thank you so much for taking the time to share your feedback with us. I am glad you and your family had a good stay with us, we will be here for your next road trip! Jenna Slim General Manager
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food

By

June 19, 2016

club

we look forward to the cinnamon rolls, they still are the best, please do not discontinue this item.

Posted byHotelStaff
June 22, 2016
Love it! Thank you for your loyalty, and for the feeback. The cinnamon rolls are not going anywhere! See you next time =) Jenna Slim General Manager
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EXCELLENT HOTEL

By

June 14, 2016

HIGHLY RECCOMEND QUALITY HOTEL..............******

Posted byHotelStaff
June 17, 2016
Dear jkom, Thank you so much for your positive feedback. I love to hear you enjoyed your stay! We will see you on your next trip to Lubbock. Thanks for sharing =) Jenna Slim General Manager
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