Comfort Inn & Suites, Lubbock TX

Here is a copy of the email I wrote to the GM of this hotel over 24 hours ago. I have yet to receive a response!

Dear Carla,

I am a guest at your hotel tonight. I made my reservation online as i always do. In the special request area, I requested a 1st floor accommodation as I am adisabled USAF veteran that travels with a service dog. I was informed by Emilia that service dogs were not allowed. I informed her that my service dog was most certainly allowed, by law and The Americans With Disabilities Act. I was again informed my service dog was not allowed. She said she would call her boss (not you as it was a male voice) to check, for which I was grateful. The voice I heard informed her that service dogs are indeed allowed. She finished with the check in and informed me the elevator was down the hallway. I looked and saw I was put in a second floor room. I told her that when making my reservation I had intentionally requested a 1st floor room. She was very quick to blame the staff that was here before her. I asked her to check and see if a 1st floor room was available as there were only 5 cars in the parking lot.   She never went to the computer to check but told me no 1st floor rooms were available with an attitude! I have always been accommodated with this request without exception. When I took one of your business cards off the counter she may have had second thoughts about here discusting performance.   Upon return from dinner I was informed that a 1st floor room was available. I asked why she didnt check earlier I got "do you want it or not"  I asked why she couldnt have checked earlier I got "do you want it or not? " Again with a condescending attitude. I am a platinum member of your loyalty program with 27 says so far this year. I was not properly greeted, I was given no recognition of my status in your reward/loyalty program, I was not given the option of loyalty points or a complimentary water, and she seemed mad at me for being correct about service dogs being allowed.

I am not sure if you are the person that trained this employee, but I promise you this woman will cost you loyal customers. I am a member of other loyalty programs in this industry with far superior customer service. She was rude, argumentative, and seemed utterly untrained for the position she holds. I requst you consider her dismissal!

Respectfully yours,

Neil A Bruce

I was exceptionally pleased to hear in advance when I called that this location didn’t charge extra for parking to take up multiple spots; a few extra were needed for the 18-foot trailer. Staying in lower priced hotels usually about 300 days a year, it comparatively felt like a resort from the prompt courtesy I was shown by Alexis at the front to some of the comfiest beds got to sleep in all year. On a weekend, I probably couldn’t have found enough spots to park the vehicle/trailer seeing as they have a reasonably confined lot; for most that will read this, it should deter you none. And like others clarified, there is a lovely gentleman that brings you waffles, Joe. This location is exemplary and the staff are filial.

Hotel is nice. Staff is great, helpful and friendly. Houskeeping could be better at prepping rooms! Found dirty socks and trash beside the chair in the corner, half a roll of TP

There were power outages throughout the night and a fire alarm that went of in the middle of the night (due to the power outages). We understand that they don’t offer any kind of discounts during these situations, but staff were not very friendly or understanding, and didn’t even ask us about our stay. Carla even shouted down the hall at us as we left.

The rooms were decent, but pretty muggy and not super clean. The walls and ceilings are very thin and you can hear everything.

Would recommend spending a little more money to stay somewhere nicer with better hospitality.

I was visiting the city and found this one hotel which the brand is usually very good, there were some good and some not good things to it, the front night desk clerk, she was super sweet and helpful, the breakfast attendant was also super helpful and kept everything stocked and made sure we were ok. Now, the rooms need a little bit more attention to detail. The beds and sheets were ok and seemed clean. My bathroom was dirty, and the toilet was dirty. There was food on the floor by the beds, and the carpets needed more attention. I stayed a few nights due to a sick friend, and the elevators were never cleaned. I suggest hiring a Houseman to keep up with the small details that guest see when they first come in. Overall, the employees we came in contact with were very helpful and courteous.

Blood on the sheets, pubic hair on the shampoo, cockroaches on the floor, broken shades.

We stayed here because it had such great reviews, were not disappointed. The night clerk was very friendly and helpful. The room was clean and basic. I really liked the reliable continental breakfast The breakfast attendant cooked my wife’s waffle for her and filled up my water bottle with ice water before we left. I appreciate the hotel, adding extra security cameras in the parking lot. There was a door between our room and the next so we could hear the children a little bit but I still slept like a log.