I will never stay here again!
12/07/2018 Sabrina E,
I booked my room through hotel.com the night before arriving but I called first to make sure their pool/hot tub was working (my husband has a bad back and needed the jets from the Hot Tub after a long... more
I booked my room through hotel.com the night before arriving but I called first to make sure their pool/hot tub was working (my husband has a bad back and needed the jets from the Hot Tub after a long drive). The girl on the phone was so nice and sold me on the fact that they just remodeled the pool and that we would really enjoy it.
When I got there, something felt uncomfortable from the beginning. They charge your credit card an additional $100 when you get there to hold as a deposit (you have to sign a paper that list all the things you could do to allow them to keep your $100) and they made it very clear that you can't loss your keys and have to bring them back in the morning. I felt like that was very old fashioned, and unprofessional from what I'm used to nowadays.
When I asked the lady at the corner where the pool was she told me "Oh, its broken and will be closed all night". I wanted to FLIP OUT! I explained the issue to her and she kept giving me a half smile and had this "Sorry, your SOL and it's not my problem" attitude towards me. She told me there was no one she could call and that her manager would not be available until Monday (it was Friday). I went back to my car and explained to my husband what happened and wanted to see if hotels.com could cancel my reservation because I just got HORRIBLE vibes from this place. I couldn't bare the thought of having to stay the night. My husband proceeded to go speak to her and she changed her attitude with him and told him that we could use the Hot Tub only (not the pool) and magically there was now someone she could call to confirm that.
We used the Hot Tub and saw that the pool was indeed broken. The water in the pool looked so gross as if it was sitting there for days. I don't know if I believe it was working when I called the night before (but I have no proof of that). The next morning the pool was open and working again. I don't see how they would of had time to drain out all the gross water and replace it that quickly (which I also don't have proof of). Personally, there is no way I would of used that pool the next morning after seeing how gross it looked the night before.
I also noticed that the maids watch you like a hawk. They want to try to catch you breaking any little rule at all so they can keep your $100. By the way, the maids are rude too.
This place is not owned by a cooperation. It is privately owned. I kept going back and fourth if I was gonna stay here or at the holiday Inn Express. I choose this place because it was $10 cheaper. Something I later regretted.
On the bright side, the breakfast was OK and the rooms weren't bad.
There are A LOT of surrounding hotels that look so dirty and gross. This place is a step up from those.
My advice to the owners, be kind to your guest, don't try to rip anyone off. You have a great thing going for you, a nice hotel where there are no nice hotels. If only you can make your guest feel at home, they might come back. Give yourself a good name. less
Nerissa M, Guest Relations Manager at BEST WESTERN PLUS Lubbock Windsor Inn & Suites, responded to this review
We want to thank you for sharing your experience, though we are very sorry to hear that you
may not return. I am so sorry for the inconvenience that you experienced because of this during your stay. The deposit is for the incidental deposit which is 100% refundable to the guests if there are no damage/s is/are found on the amenities, electronics etc. in the room they stayed in. Refund will be put back to your credit card after 3-5 business days or depends on how fast your bank works. I sincerely apologized if this was not mentioned during your reservation, we will check booking procedure published online and update all information. Regarding the pool, I assure you that the pool is cleaned on a regular basis, including weekly special treatment . We hope you'll come back to see how we've grown through feedback like yours.