First, this is not a nasty hotel, a dump, or anything like that. The poor rating is because of the price and the brand, expectations are not met.
The service was poor. I checked in behind another group. The service was slow getting them checked in and not very friendly whatsoever. When they asked if there was anywhere they could get some water, they told them to look in the vending machine. They said they already had and the lady simply said, "Are you sure, I'm pretty sure they have water" (they didn't). No offer for help or a solution, simply dismissed them. The breakfast area wasn't kept up, a few people had to ask for things to be re-filled, etc.
The property is beginning to show it's age. Very small lobby and breakfast area. The rooms are a decent size with a nice TV, and okay furnishings. Nothing broken or damaged. The towels are literally a pain to dry off with. They are the thinnest hotel towels I've ever had to use.
The air conditioner introduced a LOT of humidity into the room for some reason. My clothes were almost damp when I came back after the day at work. I could live with that if it weren't for the fact that it struggled to keep the room cool and was very loud. Twice I woke up at night and had to try and do something to get the fan to quit rattling.
The hotel is in a pretty good location with a few restaurants nearby, the rooms and hotel are kept pretty clean, room service was fine. Overall this isn't an awful hotel, however it doesn't live up to the Fairfield name or the price of the rooms.
I stayed at this hotel despite the poor reviews here since I was wanting to stay at a Marriott Property and the next door Courtyard didn't have any rooms. In the future I'll either be trying another Marriott property or staying at one of the other much better locations available in Lubbock.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 29, 2012
Thank you for your feedback and bringing these issues to our attention. I apologize we did not provide you with the experience you expected while staying with us. We failed to keep our guest promises, making you feel welcomed and making sure everything worked in the room. We have made changes in our staff along with retraining. Our number one priority is making a good impression and friendliness to all our guests. All maintenances issues have been addressed and corrected. We hope next time you are in this area you will give us the opportunity to make your stay a better one, as we strive to improve our customer service.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.