Arbor Hotel And Conference Center, Ascend Hotel Collection

Booked 3 rooms/ 2 nights - Do NOT recommend.nArea was convenient, safe, nearby amenities, and low occupancy, so no crowded areas, but Management’s cheap antics make this a no-go. Yes, I warned this negative review would be coming due to management demanding additional money before issuing the room I was promised. Valid concerns include:n1. Airline crew member in party, so we have seen dozens of hotels provide very nice “grab-and go” breakfast options this year, but this was a Covid-Cop-Out if you have ever seen one. It was a mystery bag of water, apple sauce, mini pop tart, and “raisin snails.”n2. One bed had a make-up smear on blanket. I think sheets were clean, but blanket dirty.n3. After a long day of somber funeral events, we were exhausted and walked in at 10:03 PM wanting one quick drink before retiring, but bar closed at 10 PM - that's pretty early for a Saturday weekend night.n4. I booked through listed reservation # and was very meticulous in making sure that one of my kings would be connected to queen room. This was added to my booking, and confirmed by desk agent that she could clearly see the connected room notation in the reservation. Yet, despite written reservation notation, and ample availability, manager said that the reservation service is a third party who does not know his setup, and was not aware that only balcony rooms have connecting doors to other rooms. Hence, he wanted me to pay a full price room upgrade to get the connection (my original booking had essential worker discount). So their failure to inform their own reservation agency that connected rooms require upgrades, become my problem. Now, I love my Lubbock, but let's be realistic, it's January, it’s 30 degrees, and it's overlooking a flat dirt field (literally), not the St Lucia Pitons. A balcony is no great upgrade here.nThe short of it is, Customer service managers should honor what their lower service professionals promise, he could clearly see what I was promised, but he dismissed it, and untethered himself from his reservation agency. Any decent manager would have HONORED the contract that the service agent booked! Instead of doing that, he actually chose to blame the customer, not even apologizing for the “misinformation” given by his reservation agent. We were not asking for anything more than promised. We did not request any maid service while there, no extra towels for second night, no particular view, no request for a certain floor level, and no concern if my third room was placed nearby. We simply wanted one of my rooms connected, as booked, as promised, and as clearly available. There are 4 other hotels within ½ a block, I'd go elsewhere, possibly you will get the room you were promised.

First time the hotel was okay. The bathroom is spacious and the bed plus pillows were great. No microwave though.n2nd time the weathering strip on the balcony sliding door was coming off so you could hear the wind outside. The pillows were hard. I ended up with a headache. The room smelled as if either someone had smoked a bit or it was just musk from water. Bathroom and room were clean though.

I wish I could give this place a zero star. The hotel is only three years old and not worth the price per night, claims to be a 3 star hotel, it is not!!! The owner is condescending and egotistical he also doubles as the front desk customer service agent. He needs to fire himself and hire a real customer service agent that is truly respectful and courteous. I do not recommend this establishment at all.

Clean and comfortable!! Thank you for saving us from the Country Inn and Suites next door!

Well worth they stay. Highly recommend!!!