I'll be 100% blunt the problem with this place is not it's location, or the management. It is absolutely the staff and Lubbock as a whole. I am not trying to be rude but just trying to give an objective in depth review that will help others understand and generate their own opinion. See the problem lies in the fact that the Overton is the first of it's kind in Lubbock. There is no other hotel in Lubbock that is attempting to do or claim the level of service and luxury that the Overton aspires for. The Overton has the star rating and high prices that you would expect from a top hotel however they fail tremendously with the staff. I don't mean to be extremely harsh but I believe that less than 10% of any of the non-management employees have ever been to a top hotel therefore they don't know the demeanor and expectations that accompany such a title. There is no competition in the Lubbock area for top of the line hotel services so the mentality is very much take it or leave it. It's almost like a semi convincing imposter louis vuitton, from a distance it has the look of something elegant and luxurious but up close under further review it reveals itself to be fake and cheap. It tries to be convincing with the high price tag but it fails.
Here's specifically where I derived my conclusion. Similar to a previous post the cleaning service was so late that the room wasn't cleaned until after 6pm I called the "at your service" number at 1:30 and again at 5:45 each time I was told we were on a list and they were short staffed. Finally when the cleaning people did come they routinely answered text messages and even answered a phone call while I was in the room attempting to help sort and clean the room.
While making the bed one of the cleaning people accused us of stealing a sheet and rudely told the other cleaning lady to "be sure to update the inventory so the room would be charged" I was rather quick and possibly even rude to the employee, but I was already offended, I told them that perhaps if the other bed was already made they would have realized that the extra sheet was on the other bed because my daughter was cold in the middle of the night. The employees realized their mistake but it made me rather irritated.
The valet service is a great addition at only $4 a day for unlimited usage but it's very unorganized perhaps because it was the weekend but the kids working there seemed very stressed and unorganized and it became more of a hassle then an accomadion to utilize any of the staff.
There were several issues with our reservation and even upon check out the staff seemed overwhelmed.
The management wears suits and smiles to match but the flaws are clear. They are missing the target. The employees don't know what it is like to work for a top tier hotel because in Lubbock there is no competition to match it. It seems inevitable that if there continues to be negative reviews and responses and the expectations and the prices drop it will turn this hotel into something of prestige and potential to nothing more then a coulda been, average hotel that simply relied to heavily on the price tag and the hopes that people would be convinced.
- Also Known As:
- Overton Hotel Lubbock
- Overton Hotel
- Official Description (provided by the hotel):
- As the first and only Four Diamond Lodging in West Texas, the Overton Hotel is Lubbock's premiere destination for leisure and business travel. With construction complete in July of 2009, the Overton is Lubbock's newest and most luxurious hotel and conference center. Conveniently located next to Texas Tech in the newly redeveloped Overton Park, the Overton Hotel is close to the Health Sciences Center, downtown Lubbock, the depot entertainment district, and 10 minutes from the Lubbock Preston Smith International Airport. ... more less
- Reservation Options:
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