Lobby, Lubbock TX Embassy Suites

Lobby, Lubbock TX Embassy Suites

Who hasn’t experienced crappy customer service?  Disinterested or downright surly retail workers, waitstaff and hotel employees are everywhere, and sadly, tolerating poor service has become the norm rather than the exception.  This is why my experience at the Embassy Suites in Lubbock was such a stunner.  I don’t know if what I experienced was the product of a corporate cultural change or unique to this property as I hadn’t stayed at an ES for a while, but someone has turned the employees at the Lubbock Embassy Suites into customer service zealots.

A colleague dropped me off last Thursday evening.  While I was getting out of the car, a young woman came out of the hotel and asked if I was checking in.  She took my name and said she’d get things started at Registration.  I retrieved my bag from the trunk, and as I approached the front doors, another employee who was obviously going off shift welcomed me to the hotel and added, “Thanks for staying with us!”  As I entered, a young bellman also offered an effusive welcome.  Walking up to the front desk, I was expecting the regular routine – credit card, license, etc. – instead, the front desk clerk said, “Thanks for staying with us, Mr. Connolly, here’s your room key – you’re on the third floor, and are all set.”  Why aren’t all hotels like this?  An hour after checking in I received a call from the front desk, asking if everything was ok and if they could do anything else for me.  The entire stay was like this:  employees falling over themselves to make sure I knew my business was appreciated.

I am a Hilton HHonors Gold member, but that doesn’t usually generate special treatment, and I certainly didn’t walk around the property with GOLD tattooed on my forehead.  Every employee I encountered was upbeat and welcoming; this even extended to when I was leaving the property.  Sitting in the lobby near the front window so I could see my ride arrive, an employee approached and asked if I’d like a bottle of water or a coffee while I waited.  Amazing.

The hotel itself is what you’d expect from an Embassy Suites:  suite-style rooms arranged in a courtyard fashion, free breakfast and “Manager’s Reception.”  My room was clean and well stocked with towels and extra coffee packets for the coffeemaker.  Free internet access.

If you’re going to be in Lubbock and need a hotel recommendation, now you’ve got it.

Embassy Suites Lubbock

5215 South Loop 289, Lubbock, Texas, 79424

USA TEL: 1-806-771-7000

FAX: 1-806-771-7100

Exterior at Night

Other than being a Hilton HHonors member, I have no connection to Embassy Suites or Hilton.


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