After reading all the reviews, I booked a one-night stay at the Arbor Inn & Suites through Booking Dot Com, and felt confident we'd enjoy our short stay based on what I'd read here. Our visit was to celebrate a favorite aunt's 94th birthday. We checked in, unpacked our stuff, and I grabbed a short nap while the wifey went to the pool to get a bit of sun.
Our first floor room was clean, quiet, and spacious, located on the back side of the Inn with only a handful of other guests around. Two big beds, a sitting area with a big window overlooking our car parked right outside - a lot of space and amenities for the price, I thought.
The wife said the pool appeared somewhat dirty, so she did not swim. When it came time to grab a snack before our big night out, the small refrigerator had not cooled our drinks or snacks. It just wasn't running at all. Knowing that these units usually had a "reset" button on the back side for the compressor, I pulled the little fridge out from its hiding place to make sure it was plugged in and to look for that elusive reset button. It was nowhere to be found, and I couldn't make it come to life. From the looks of it, this fridge had seen a dust rage in a looooong time. Okay, I get it - the thing is tucked away under a cabinet, and probably a PITA to get to.
The wife called the front desk to report the problem, and requested a replacement fridge from a nearby empty room. She was told that was not an option - our only alternative was to move to another room with a working fridge.......NOT the answer we were hoping for. The nice young lady at the desk said she was the only person on duty and couldn't leave the desk. "I don't know what you want me to do about it" was the wrong answer. The wife was livid. Further investigation revealed a low battery on the safe for valuables that was mounted on the floor inside the small closet, so I couldn't use the safe, either.
I don't think it too much to ask to have a maintenance person on duty, or at least on call, to handle little problems such as these. We left for our dinner date, and made it back to the room before 10PM. The fridge had not been replaced or repaired after four or five hours while we away.
The beds were great, the linens clean, and everything else about our "suite" was delightful with the exception of the customer service. Everyone we encountered was pleasant enough, but the perceived attitude was "we don't care enough to actually fix your problem", which pretty much spoiled the whole experience for us. I mentioned the fridge and safe problems again at checkout, and was told they'd bring it to someone's attention. Yeah, that made me fell all warm and fuzzy.....NOT. I paid my bill and left without exchanging pleasantries.
Who's running the store at this place ? And why aren't the desk personnel empowered to handled little problems like this when they arise without having to resort to lame answers like "we can move you to another room" ? You're okay with the guests being inconvenienced ? Sorry, but that just doesn't cut it in today's world. I'll be returning to Lubbock in the fall, but I'll probably be spending my lodging bucks elsewhere.
- Official Description (provided by the hotel):
- The largest, most comfortable rooms in Lubbock happen to be at the Arbor Inn and Suites, a family owned hotel that is sure to guarantee the luxury, comfort and enjoyments that you've been hoping for. Whether you are in town to visit your Red Raider, on a college visit, or just here to enjoy the panhandle, be assured that you will receive comfort, convenience and value with our hotel rooms with an average of over 450 square feet. Extended stay guests of Lubbock are welcome to stay in our rooms equipped with full kitchens. ... more less
- Reservation Options:
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- Also Known As:
- Arbor Hotel Lubbock