Courtyard Lubbock Downtown/University Area - Lubbock, Texas

Mark

Recently updated, clean modern rooms. The TV is a downside...small, low brightness, and slow with few seconds remote control delay. It's close to my work and has places to eat nearby with easy freeway access.

Jeff McMath

DO NOT BOOK

I could not be more disappointed with my last stay at the Lubbock Marriott. Someone was given a key to my room at around 1am Monday morning. Fortunately, I had the lock set preventing access. Soon after my phone in the room rang. Nobody said anything, causing some more panic. We called the front desk, and I was not answered. We switched to the cell phone, and that was answered. Turns out someone was given the same room as us. Instead of an apology, Max, I believe is his name, argued with my wife saying we were in the wrong room. 208 do be exact. I didn't go to any room other than what was assigned to me as well as the key card let us in. After arguing with my wife, telling us we were in the wrong room, I get dressed and headed down to speak with the front desk. I was treated with nothing but disrespect. Max spun his monitor around with an attitude of a child saying I was in the wrong room. He never said sorry or that a mistake has been made, he just argued with me saying again, I was in the wrong room. I showed him the key card envelope with the room number printed on it, and he argued. Very disrespectful and rude. This is a safety hazard. Had it just been my wife, I am not sure how much more stressful that could have been. Room access was granted to someone else, and I was blamed? Unacceptable. I have called customer support and have 2 cases open to resolve this issue. My wife and I both travel often and use Marriott exclusively unless it's not an option. She currently has no less that 5 trips remaining this year for her business, and I travel often as well. This is a bad look for Marriott. I have never been treated this way before nor accused of wrongdoing for someone else's mistakes. Not sure who or why this person decided to be argumentative with us and tried to tell us it was our mistake, not the hotels, calling our room, not saying anything or answering when we called form the room phone but answered when we called form a cell phone. This caused even more fear as we had no idea if we were victims of an attempted robbery or worse. Not a way to wake up at 1am. Had the front desk simply apologized, said it was a horrible mistake, I would have moved on. My wife is still very upset as am I. She is currently in a Marriott as it was already booked, but her and I are ready to change loyalty.

I was refunded for the room in question, but not refunded for the points on an additional room that I was told we would. The management seems to think that was not agreed upon. Refund took just short of a month.

Now to find a different Marriot in Lubbock.

LIFETIME Platinum Elite. This is the only Marriott I have ever left a less than perfect review.

Jennifer M

I have stayed here twice. Both times the rooms have been clean. This last visit we stayed in room 321. Both Queen beds were horribly uncomfortable. The mattresses had nothing left but springs. I could not move without the coils making noise. The mattresses are worn and need to be replaced. I had two really tough nights of sleep and left with my back aching.

Nick T

I stayed at the Courtyard on a business trip to Lubbock. There are two Courtyards in Lubbock. This is the more recently renovated hotel of the two Courtyard hotels.||||Physically, the hotel is a late 2000s or early 2010s iteration of a Courtyard. It doesn't have the newer building design. But it was renovated somewhat recently. I last stayed here in 2019 before the renovation. The renovation was done well. Both in terms of construction quality and the overall quality of rooms.||||At check-in, I was never addressed by name and never thanked for my Bonvoy elite status. I was, however, upgraded to a suite. But the front desk clerk told me the suite was a handicap suite. I declined the suite upgrade and then was assigned a regular king room. I guess no non-handicap suites were available. I chose the $10 daily credit for F&B over the points. I was told the credit couldn't be applied to alcohol in the bar. When I questioned that, the front desk clerk conferred with a manager, and I was told the credit could be used for alcohol.||||The rate I booked included daily breakfast. I had to push hard to receive this. The front desk and bistro wanted to only provide me with a $10 daily credit even though I had already chosen the $10 daily credit. ||||The room was clean, quiet, and reasonably well-appointed. There were plenty of outlets, both electrical and USB. The TV, however, was small—maybe 40 inches—and it was hotel. The sticker on the back of the TV said it was a 2014 model. So it's a 10-year-old TV. Most hotels, including new or newly renovated Courtyards, have 52- or 55-inch TVs. ||||On the cleanliness front, housekeeping does an excellent job. This was one of the cleanest Courtyards that I've stayed at in a long time. However, one small issue was the walk-in shower. There were signs of mold or mildew along the half-glass wall.||||In terms of amenities, the shampoo, conditioner and body wash are in wall-mounted dispensers. A single bar of soap was provided at the counter. No lotion was provided. I asked the front desk for lotion and was told the hotel is not required by Marriott to provide it. I saw several other guests ask for lotion.||||The hotel has a nice patio and outdoor pool. I didn't use either because it was November, but I assume the pool is heated since it was still open. I imagine both are popular in the summer.||||The gym was modern and well-equipped.||||I had breakfast and also drinks and dinner at the bistro in the lobby. This is the bar/restaurant. It's open for breakfast and then again from 5 pm onwards for food and drinks. It's the standard Courtyard menu. However, a few things on the menu were unavailable. They seem to have supply issues. That aside, they did have several wines from Llano Estacado, a local Lubbock winery. I really liked that they were serving local/regional wine as opposed to mass brands. The Llano Estacado wine was by the glass, which was nice. Adam S at the bistro, who seemed to do double duty as bartender and cook, was excellent. He should be working at a real bar/restaurant. His talents are being wasted here. I had a caesar salad with grilled chicken. The overall size was a little small, but the lettuce was fresh, the chicken was okay (even though I'm sure it was pre-cooked) and the shredded parmesan cheese was better than powdered parmesan. At $19 it was probably $5-$6 overpriced. Basically, it's a bag salad from Walmart with chicken added. No incentives are offered for the bistro. Not even a happy hour special. So, most guests don't drink or eat at the hotel. In the morning, I had a large coffee and two eggs with rice and kale. $21. My rate included breakfast. So, I didn't have to pay. But that's expensive. Most guests didn't seem to eat breakfast at the hotel. Like dinner, prices are expensive for what you get. On the whole, the food and drink options were just lackluster. They have a bistro because Marriott requires the Courtyard brand to have one. They're making no real effort and the prices are so high that most guests go elsewhere. It's like they don't actually want you to eat or drink at the hotel.||||In the lobby, there were no local newspapers. I didn't even see any local Lubbock tourism information.||||All things considered, Lubbock doesn't have many great hotels. The Courtyard is one of the better options for a chain hotel, although the Hyatt Place has a better location for those needing to be at the university. The best hotel in town is the independent Cotton Court. You only stay at the Courtyard because of Marriott points or corporate contracts.

Kathleen Callaghan

READ THIS BEFORE YOU BOOK A ROOM!
When I returned home, I realized I had left my leather jacket in the closet. I called and spoke to the manager who spoke to the housekeepers who denied seeing it. It was not in the lost and found. I asked Darcy, the manager, to look at the security footage to make sure the housekeeping staff were not seen leaving the room with my jacket. She said she would check and call me back. She did not call back. I called every day and found out that there was only one security camera in entire hotel located at the front entrance. The staff can come and go into the guest rooms with no surveillance and no accountability. I was told by 3 different front desk employees that the General Manager, Brandon Hall, would call me. He didn’t. I left voice mails for him that were not returned. I spoke to Darcy again yesterday who told me that they could not find my jacket and she had nothing else to say. Not even an apology.

Joe Heit

Was moved 3 times from 3 different rooms. First 2 rooms did not have a working TV. The Third room, after pulling the sheets back, had a foot and a half Black hair in the bed. After 1 1/2 hours I was told that I had to take one of these three rooms or I could check out without being charged. Assistant General Manager showed up in a tee shirt, shorts, and Hey Dudes and said this was my only option and refused to offer another room. He proceeded to "mock" my words and grin. I have NEVER been treated as badly at a hotel in my life. Called Marriott Customer service to place a formal complaint. I was told I would hear back in 5 days or less. Never heard a word. Upon calling back was told the very Assistant General Manager closed the case and he said the situation was resolved. NOT ACCEPTABLE.

Franky FourFingers

The room was nice but could use some ventilation. The staff was great! Wifi out back is lacking

Jan Klaus

As a Platinum Pro member with Marriott, I have come to expect a certain level of service and comfort during my stays. However, my recent experience at the Marriott Courtyard in Lubbock, TX, was nothing short of a nightmare.

Membership Benefits Ignored: Despite my Platinum Pro status, I was not greeted as a valued member upon arrival. According to the membership agreement, I should have been offered either the point gift or a bistro coupon, but this was never mentioned. It's disappointing to see such disregard for loyal customers.

Filthy Pool and Surroundings: The condition of the hotel, particularly the pool area, was appalling. When we arrived, there were birds bathing in the pool, trash floating in the water, and dead bugs scattered around the deck. It was utterly unsanitary and completely unacceptable.

Unhygienic Room Conditions: Upon entering our room, we were hit with a disgusting odor that permeated the entire space. The fridge had visible mold inside, rendering it unusable for storing any food or beverages. It was clear that proper cleaning and maintenance had been neglected.

Key Card and Door Issues: To top it off, our room key card did not work. After struggling to access our room for over 30 minutes, we discovered that the battery in the door lock was empty. We were left stranded outside our room, waiting for assistance that took far too long to arrive.

Breakfast Charge Debacle: Despite our reservation including breakfast, we were erroneously charged extra for it upon check-out. It was only by sheer luck that I noticed this mistake before leaving the parking lot. This lack of attention to detail and blatant overcharging is inexcusable.

Overall, this experience at the Marriott Courtyard in Lubbock was the worst I have ever encountered as a Platinum Pro member. The hotel fell far short of Marriott's usual standards, and I am deeply disappointed with the level of service and the conditions we endured.