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.

Staff was rude and no help explaining why they would not honor our reservation. Tried to charge us 3X the price for our room. Our reservation was made in January price gouging was the issue. Will never book this hotel again.

When we arrived, they had no record of our reservation. We got that sorted out with *******. My $150ish room was now over $400 per night due to George Strait being in town for 2 nights. They had no rooms with two beds left.So they gave us a room with a king bed and a sleeper sofa. We got to the room and there was no sleeper sofa. Went down and he switched us to another room on the third floor. By the way the elevators weren't working. Got to room number two and the mattress on the sleeper.Sofa was so disgusting.I've seen cleaner mattresses in homeless camps. Tried to call down and let him know, but the phone had no cord. Went down and showed a picture of the mattress so he moved us to yet another room. Sleeper sofa mattress was only slightly better, but the couch raised up in the air when you pulled the mattress out. The front desk guy came up to move us to another room and stayed there while we checked the mattress. This whole time, I was wondering in my head ehy this hotel had rooms available when every other hotel in Lubbock was sold out. And now I knew why. The next morning, after we showered, we discovered that the bathroom floor was gross like it had never been mopped and the shower drained so slowly that after ten minutes between showers the water was still ankle deep.

This hotel sold after I booked it and the new owners said they didn’t forward any reservations. We were in town for a concert and all hotels were booked for a very inflated price. Had to sleep in a car. ******* should have known this was happening.

Not a bad hotel, but there was no toilet paper in our room when we arrived. The elevator and ice machines were broken.

Horrible smell in room! Bathroom was a total mess with wood smashed in ! Didn’t feel safe at all! Half way house next door! Only one staff member at front desk! We didn’t stay and are trying to get our money back! It was 412.00 a night! Unbelievable the hotel said country inn and suites! Very misleading ! False advertising

The room wasn’t ready at 5pm. I had to leave but when I returned at midnight- there were no fresh towels- the linens were half put on the bed and there was no toilet paper. When asked to talk to a manager- one was not available either day.

We booked this room 6 months ago for the George Strait concert. When we arrived the staff said they did not have our reservations on file. We called ******* and they relocated us to another hotel and paid the $800 difference. ******* did an awesome job but the hotel should of not double booked our room. They were double booking and selling rooms for higher prices because of the George Strait concert. There were other customers at the hotel going through the same experience of the hotel double booking their room so they could sell the rooms at higher prices. Ill never do business with this hotel chain again.

You do not want to stay here! It’s so bad! It looks nothing like the pictures on their website-I promise!