Wingate by Wyndham Lubbock TX South

When I first arrived with my children I walked into the front lobby where a fish tank was disgusting full of algae and the whole lobby smelled of ****. I asked the front desk person if he had been smoking **** and he said yes. He couldn’t give us the room we reserved an entire month ago as he had occupied it with other guests. We get up to the room he did have available only to find the beds were not made, there had been a fire in the room so everything was unplugged, including the smelly refrigerator, and the temperature was hot due to thermostat unplugged. The bathtub was absolutely filthy with rusted drains and there were no towels. The chairs and bed boards were also very dirty with obvious stains. The tiles in the floor were cracked in several places and the carpets had not been cleaned. We had to wear shoes to walk around and protect our feet. I called the front desk to get housekeeping but they had left for the day. I asked the front desk person to bring me new bedding and he flat out stated “that’s not my job ma’am that’s housekeeping”. Ok by this time my patience is running low. He said he can move us to another room. Ok so we start to pick up our bags to meet him downstairs when he calls back to tell us someone else just occupied the room he was going to move us to. Ugh! It was a nightmare!! After about 30 minutes of standing and waiting he brought bedsheets. That’s it. I asked him to change them and he started arguing with me. I decided to drop it so my family would have a place to rest for the night. We had to wait another hour for towels. I attempted to contact Trip.com customer service but just got circulated through AI survey after survey. I never could reach a real person. My son was coming back from the restroom and pointed out a deer mouse by the bed. I told the front desk and he told me “we don’t have mice in the building ma’am”. We lured the mouse out with bread that we had into a hallway completely up in **** smoke. It was so bad my daughters asthma was triggered. The free breakfast has eggs made with egg powder and cold water, the sausage is undercooked, other options minimal such as one raspberry yogurt, oatmeal packets, or plain bagels. No fruit options or staff on hand to help. Housekeeping is in charge of opening up breakfast. This hotel is family owned and operated with EXTREMELY POOR customer service. I will not be taking my family there again. I would HIGHLY discourage anyone else to stay there as well.

The whole hotel was neglected and looked nothing like the online pictures. The room was filled with dust and dead bugs, holes in the curtains, the elevator didn’t work, the bathtub was disgusting, and the entire place felt gross and unkept.

Room was beat up and dirty. Only one old small crusty towel was provided. No wash cloth or hand towel. Free breakfast was pathetic and not even worth trying.

We couldn’t check in until after 6pm due to maintenance issues. The bathroom/shower was functional but could use some quality repair work. An alarm of some kind possibly a fire alarm was going off in the early morning hours for quite a while but I didn’t see anyone in the hallway on the 1st floor to ask what was going on

I reserved a kitchenette. The refrigerator was missing. The elevator was broken. I saw 2 doorknobs to the stairwell that were missing. A major leak on the first floor coming from the second floor. Check-in time was 3pm, but there was not enough staff to meet the cleaning demand to have the rooms ready on time. There was a long line with angry guests in the lobby.

We were unable to check in at 3 because rooms were not ready. When returned around 6:30 we were told the elevator didn’t work and we would have to use the stairs. My mother was traveling with us and walks with a cane and had great difficulty climbing the stairs. We then opened her door and someone else’s stuff was in there and our room was not cleaned. We took our stuff and filed for a refund and went somewhere else to stay the night

The pictures were very misleading. The shower curtain had mystery stains on it which made me feel uncomfortable showering in it. The hot tub was broken and looked filthy. The property only had one ice machine, and it was broken. Ice is a basic necessity that should be provided to guests. The breakfast was subpar and very misleading as well. There were cold eggs, biscuits and gravy that were decent, and cereal. That’s it. No fruit, no waffles, no sausage. Honestly ridiculous for the price point. The pictures of the property looked much nicer than it was. Very disappointed. Also, when we went to the front desk to ask for more towels since they only gave us one in our room, they said they were out of towels and that I needed to wait 30 min for them to be done in the dryer. I mean seriously, what hotel doesn’t have plenty of clean towels on hand? The staff was friendly and I feel bad for them. It feels like they’re doing the best with what they’re given. Management obviously doesn’t care enough to even replace the filthy shower curtains. Disappointed because I paid a little extra to stay here than other properties were, expecting a step up from them. For over $100 per night, not a good experience.

Lock on door not operating Heater not working Carpet old and not clean Elevator not operating

There were bedbugs in the bed! The hotel refused to refund our room costs when we checked out (at 9:00 pm after a long stressful drive) after finding the bugs. Will NEVER stay there again. The linens were also well worn!