Best Western Lubbock West Inn & Suites in Lubbock

Definitely will not ever be back here and honestly I think this place needs to be shut down and completely revamped. Before I get into the room and hotel (It’s absolutely disgusting), we had reserved a suite with a balcony online and fully paid for it then…Upon check in, we find out our room was given away (what is the point of having reservations if they are going to be given away…?) and we were put into room that was not in the description of what we reserved. Floors throughout lobby and hallways were dirty. We get to our room and it had very clearly not been cleaned in a while. The floors were stained and sticky and had A LOT of hair on them. Crumbs everywhere. Some type of wrapper garbage on the floor and dust everywhere. Very questionable stains on numerous surfaces. The bathroom tub was absolutely disgusting and the toilet had not been flushed (there was just toilet paper sitting in there) we had been driving for 11 hours and I was about to overlook all of it until I get to the bed and see stains that nobody should ever be paying to sleep on. 🤮 I called the front desk immediately and was told that maybe during shift change the guy could come up and vacuum for us or we could find another hotel but they had no other rooms available. When the new shift came on a room magically became available that was still gross but slightly more manageable. These all seem to be common issues and all I see is the owner apologizing for it without any genuine solutions or changes apparently🤷🏻‍♀️

I traveled over 8 hours to check in to a FILTHY hotel room. We had two rooms for two nights. both rooms were extremely dirty. There was a dirty diaper left in one of our rooms, what looked like either food or blood stains on the sheets, something smeared on the headboard and walls, what looked like pee stained bedding, hair all over the sheets and shower walls, dirty towel with makeup on them, and trash and crumbs on the floor. If I had to guess housekeeping just made up the bed from the previous occupants and didn’t wash ANYTHING!!! I let the front desk know he said he was new and couldn’t do much at that time and would pass along the information to the manager. We had to go to Walmart at 8pm to go get new sheets for the beds which was NOT in our plan as we thought we were paying for clean rooms and bedding. We purchased cleaning supplies and spent the first night there cleaning and disinfecting our rooms as we were told there wasn’t much that could be done that first night. Every time I tried to talk to someone I was given the runaround, “we’ll pass this information along” the night before I checked out I asked if we could at least be reimbursed for the sheets we had to buy at Walmart and I was told no since I didn’t ask for a new room and I stayed there the first night it was too late to reimburse or refund anything but they would offer 20% off my next stay with them! I definitely won’t be staying there again, I highly recommend checking elsewhere before booking here!

WORST hotel experience EVER!! Unprofessional staff, DIRTY rooms, no heat in rooms during late December. Total VIOLATION OF PRIVACY. Someone claiming to be hotel staff was in our room when we returned from an event, AFTER retrieving (from front desk) and putting up a do not disturb sign. Not housekeeping, nor an emergency with ZERO explanation given why they entered without permission/while we were away. Felt very unsafe. No way to contact front desk or 911 in the event of an emergency, since their room phones were just a prop(no way to plug them in). Tv/remote didn’t work(they did come fix remote). No hot water, all faucets leaked and dripped. We couldn’t even sit on the couch. Comforter had stains, too. Oh and internet was shoddy at best. Local hotels were booked due to nearby College graduation. Did not offer a refund, and was told they couldn’t give us another room. We were told twice, yet never heard from the manager. 0/10 would recommend!!

I have stayed here before because I like the size of the king suites. The suite size is around the size of a studio with a large bathroom...I must say it has changed A LOT. The room was not properly cleaned, all surfaces from the countertops in the kitchen, the breakfast bar, the vanity bathroom were all sticky with water stains and the dresser was dusty. Every mirror was streaked with water stains and every floor was sticky. Good thing I always bring shower shoes and slippers. There were several stains on the carpet, the toilet was running and leaking water; then the bathtub was rusted, paint peeling and visibly dirty. Earlier in the morning, I'd asked the lady at the front desk for clean towels. She said, " I can give them to you and you take them for yourself." I advised her, " I wasn't going back up stairs yet and was leaving. So it wouldn't be ideal for me to take them but you all can take them to my room." She rebuttal saying, " come get them when you come back."
When I returned, 5 to 6 hours later, the towels were not there. So I called the front desk and asked again, this time they were brought upstairs to me. Shortly after, the wifi stopped working and was off several hours. Suddenly, the heating/cooling unit jumped to from 74 to 83 degrees in our room. I called the front desk and asked if there was a change to the central heating/cooling system because of the temperature change. I was assured that they don't control it downstairs but the temperature should correct itself in an hour, if not call back. I said, I've watched it for 30 minutes and it has not changed. She said she'd send someone then hung up, she never came but temperature began to drop appropriately 10 mins after our call.
Don't stay here, book anywhere else.

We are extremely disappointed with our experience here. We spent $100 on a room that was completely disgusting, we ended up leaving because we were so uncomfortable. The pictures are very misleading, at least in our experience.

We reserved our room online and it was a “reserve now, pay later”, we got a call around 6pm saying we had until 7pm to pay and check in- this was an inconvenience for us but we made it work.
We rush over to pay and check in, and left right after because we had family to see, and we needed to get dinner for ourselves and our 2 young children. This put us getting back to the hotel room around 9 or so. (I guess our fault for not taking the time to go and check out the room first).

When we first walked in we got an “ick” vibe just from small random bouts of trash laying around, but sat down to eat and get the kids fed - giving it a chance as it was only for the night.

I went to the bedroom area and I noticed the comforter had some staining on it, and went to move the blanket and there was MULTIPLE pubic hairs throughout the bed/sheet.
Around this time my 3 year old son followed me in the bedroom and was doing toddler things “exploring” and next thing I know he pulls out a crusty pair of men’s boxers from the drawer and starts running around with them before I had time to realize what was even going on.

There was no hand soap in the kitchen and only a small bar soap in the bathroom, we all felt icky after only spending about an hour in the room.

The lady I spoke to at the front desk was very unprofessional about the situation and pretty much told me “oh well” there was nothing they could do because I didn’t say something within 30 minutes of reserving the room. Even after showing her pictures and explaining the situation as to why we didn’t realize the room was so disgusting until later on - she didn’t care. Didn’t even offer us a clean room or an apology.

On top of these things, there was some sort of mold growing on the floor in the bedroom, the bathtub/shower was absolutely disgusting, there was little pieces of trash everywhere, it just was very unkept and handled horribly.

We also went to check out the balcony and my son almost grabbed actual eggs from a nest just laying on the balcony…. I just don’t understand why it was so gross and nothing was done about it… especially for the price. I would avoid this place at all costs if you can!

This property has gone downhill since being acquired by Best Western. Customer service is terrible. It’s been remodeled to the generic cold & sterile feel of a hotel chain. Gone is the family owned pride. No longer pet friendly. After booking here for the last 20 years, we will be staying somewhere else.

Just checked into our “suite” and threw the duvet on the ground. It is so discolored and stained. Stains on the carpet, drapes falling down, and really EVERYTHING in here needs to be updated. Not enough linens for the foldout. Nothing new or fresh. Also, we had already paid for our room and we’re getting to town about 10:30 and got a call asking if we were coming in. Uh, the room is paid for, what does it matter? Then my husband asked and they said they would put someone else in our room if we weren’t going to make it. After checking in he heard the clerk tell someone else that he couldn’t find their Expedia reservation anywhere. Really sad this place has gone to the dump, used to be nice. Wish we could find another decent room in town, but not even going to try since it’s a football weekend.