Wingate by Wyndham Lubbock TX South

Dear Management, I am writing to formally request a full refund for our stay this past weekend due to the unacceptable condition of the hotel, serious accessibility issues, and extremely poor customer service. From the moment we arrived, the experience was disappointing. We were not informed prior to arrival that the elevator was not working, yet we were assigned a room on the third floor. My mother has limited mobility and had to be physically assisted just to make it upstairs to the room with our belongings. Had we been informed in advance that there was no working elevator, we would have made other accommodations. Unfortunately, once we finally reached the room, the conditions were even worse. The toilet bowl was black and appeared unsanitary, the bathtub was dirty, and the bed linens did not appear clean. We immediately requested another room but were told that one could not be provided. Because we were unable to change rooms or cancel the first night, we were forced to purchase our own blankets so that we could sleep on top of the hotel bedding. We also could not comfortably or properly use the bathroom because of its condition. These are basic accommodations that any paying hotel guest should reasonably expect to be clean and usable. The customer service we received made the situation even more uncomfortable. While we were attempting to get assistance and clarification, two employees repeatedly spoke to each other in another language instead of communicating directly

The elevator was broken. My disabled son had to climb the stairs. We got there really late in the evening. When we got to the room the did not work. It took us about a half an hour to get a room. The hotel front desk could barely speak English. It was terrible.

Bad experience overall. The hotel was clean, the breakfast was as expected, and the staff was trying to be helpful. But the upkeep appeared to be suffering--from behind the front desk-difficulty with card machine and printer wasn't working, to the elevator not working and the ac not up to cooling the 3rd floor during the daytime heat, to the pool being currently out of service and refrigerator mysteriously absent from room. They offered a refund, but we ended up staying as the room cooled off sufficiently when we came back to sleep and it was too much trouble to change hotels.

The room was kinda hot even with the ac on and could of done better with breakfast also shampoo and conditioner bottles

Check in was easy and room was clean.