We have stayed at the Arbor many times, but over the last year it’s really gone downhill. We stayed 2 nights and the cleaning crew made the beds and replaced towels however they didn’t replenish the bottle water, coffee or soap etc. The walls are super thin and you can hear the TV of the next rooms. The landscaping and swimming pool area is filthy and disgusting ( see attached pic ). If they allow the curb appeal to be this nasty, chances are the rooms are not sanitary either. I cannot recommend this hotel any longer.
Whenever we visit my son at TTU we always stay at the Arbor. The staff are consistently friendly and courteous and the rooms are always clean. We have stayed here over 10 different times with zero issues.
Had a trip planned to travel to see family but, due to the ice and snow storm that ripped through Texas, we were not able to travel. Thought about leaving last minute but when the power and water came back on the pipes were broke in the house and needed to be repaired. So, no trip. With all this, I had made a reservation weeks prior through Hotels.com who tried to refund my money. But were unsuccessful because Arbor Hotel and Conference Center would not refund the money. Hotels.com did waive their cancellation fee but no help from Arbor Hotel. I've lived in Texas all my 54 years and this is not how we act. Kicking people when they're down is not right. I will never stay at this establishment again. Not ever!!!
Booked 3 rooms/ 2 nights – I Do NOT recommend. Area 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 and booked. Areas of concern: 1. Airline crew member in party, so we have seen dozens of hotels provide very nice “grab-and go” breakfast options this year even in the lower grade crew hotels, but this was a Covid-Cop-Out if you have ever seen one. It was a sealed mystery bag of water, apple sauce, mini pop tart, and “raisin snails"... 2. One bed had a make-up smear on blanket. I think sheets were clean, but blanket dirty. 3. After a long day of somber funeral events, we walked in at 10:03 PM wanting one quick drink before retiring, but bar closed at 10 PM - that seems a bit on early for a Saturday night. 4. I booked through listed reservation # and spoke to the agent. I was VERY meticulous in making sure that one of my kings would be connected to other room. This was added to my booking, and the front desk clerk confirmed that she could clearly see the connected room notation in the reservation. Yet, despite written reservation notation, and ample availability, we were told that the reservation service is a third party who does not know this hotel setup, and was not aware that only balcony rooms have connecting doors to other rooms. Hence, I was asked to pay additional $ to get the connection. Moreover, I was quoted a full rate price for that perk (my original booking had essential worker discount). Regardless, 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. The short of it is, Customer service managers should honor what their lower service professionals promise. He could clearly see what I was promised, it was right there on the screen, 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 need for a certain floor level, and no worry if our third room was placed nearby the other two. We simply wanted one room connected, as booked, as promised, and as clearly available. If you read previous negative reviews, you will clearly see the issue is not the hotel, it is the unethical attitude of the manager who cuts corners wherever he can, has no understanding of customer service, and demonstrates a clear pattern of blaming the customer for any negative experience. There are 4 other hotels within ½ a block, I'd go elsewhere, perhaps they will want your business enough to give you the amenities you were promised and that are noted in your reservation.…
I chose this hotel thinking it would be a high end type place. It seemed to be. Then I noticed I could hear full conversations of the neighbors. Loud banging doors. Stomping. Then our last night it was 1:30a and I think there was live music playing. Maybe not. But it sounded like a band playing downstairs and we were on the 4th floor. However, if you can deal with that and being woken up on nights before long drives.... the bed was nice. Room clean, no microwaves. Great darkening curtains. Nice staff, cute wade in pool. I am writing this in the middle of the night while listening to who knows what my neighbors are banging on.