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Reviews of Comfort Suites Innsbrook - Short Pump

2.5 out of 5
Comfort Suites Innsbrook - Short Pump
4051 Innslake Dr, Glen Allen, VA

Reviews

7.6

Good

Rating 10 - Excellent. 332 out of 1001 reviews" "
Rating 8 - Good. 321 out of 1001 reviews" "
Rating 6 - Okay. 170 out of 1001 reviews" "
Rating 4 - Poor. 92 out of 1001 reviews" "
Rating 2 - Terrible. 86 out of 1001 reviews" "

7.6/10

Cleanliness

8.2/10

Staff & service

7.2/10

Amenities

7.4/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

10/10 Excellent

Tamba

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great choice
Stayed 1 night in Apr 2024

6/10 Okay

Judy

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Carpet and sofas were stained and dirty.
Stayed 1 night in Apr 2024
Response from Shawnae Thomas on Apr 9, 2024
I apologize for any inconvenience this may have caused you and hope to see you again in the future.

8/10 Good

Dale

Liked: Cleanliness, amenities
na
Stayed 2 nights in Apr 2024
Response from Shawnae Thomas on Apr 9, 2024
Thank you for your feedback and we hope to see you again in the future!

10/10 Excellent

Shavonne

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything
Stayed 2 nights in Mar 2024
Response from Shawnae Thomas on Apr 9, 2024
Thank you for your review we appreciate at you staying with us and hope to see you again!

6/10 Okay

Jennifer, Lebanon

Business traveler
Disliked: Cleanliness
The common areas were neglected. Needed to be vacuumed, swept. In my experience, staff were more interested in engaging with each other than with guests. Signage for the property is not great.
Stayed 2 nights in Mar 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

6/10 Okay

Savannah

Liked: Staff & service
Stayed 1 night in Mar 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

10/10 Excellent

Scott

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice hotel at a great price.
Stayed 1 night in Mar 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

10/10 Excellent

Saravuth, Columbus

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

8/10 Good

Erica

Traveled with group, Business traveler
Liked: Amenities
It was a nice experience for my dollar.
Stayed 1 night in Mar 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

6/10 Okay

Susan Toucehtte

Traveled with family
Liked: Staff & service
Disliked: Cleanliness
The staff was very friendly. The owner clearly doesnt care about the property. I booked it by mistake late that night but thought a bed is a bed. The elevators haven’t been swept or mopped in weeks/months. Floors are definitely spot mopped in the lobby/breakfast area. Room was clean but a broken light in the bathroom and a bad repair job in the shower screams "owner is cheap". Let the kids swim and it was warm, needed a cleaning in there and guess the key swipe is broken as the door was propped with a chair daily. The staff was super friendly and helpful. Just a shame the owner doesnt bother to get repairs done correctly.
Stayed 3 nights in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

4/10 Poor

Patricia

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback!

10/10 Excellent

Todd

Stayed 1 night in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

4/10 Poor

JEAN

Traveled with partner
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
Our second stay at this hotel, so we didn't have high expectations. We just needed a clean, comfortable place to stay overnight so we didn't have to drive after dark. It was clean and the bed was comfortable. The bathroom needed updating - severe wear in the tub. We were awakened twice during the night by noise in the hallway. Breakfast was not good. The lid on the hot food chafer was broken and banged on the counter when lifted. The attendent was grumbling that the waffle maker had already malfunctioned three times that morning. The trash container in the breakfast area was overflowing and being ignored with an hour left to the breakfast time. The fruit bowl remained empty after we took the last orange. But the rub was the policy of the hotel to treat guests that have booked through a third party as second rate. They have restrictions on payment methods. I was told I would not get any Choice Privileges points because I booked through a third party. When we got up in the morning there was no hot water. The front desk person was doing her best to handle complaints and treated us with respect, however, after talking to her manager, she was unable to provide the same compensation they were providing other guests for the situation "because we had booked through a third party" and told us we would have to work through them. After arriving home, I contacted Expedia and their solution was to reach out to the manager of the hotel. Same answer - no compensation.
Stayed 1 night in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

10/10 Excellent

Jorge

Traveled with family
Liked: Amenities
The hotel is in very close to restaurants and very the price is very fear was a good choice, I definitely come back again to stay there.
Stayed 1 night in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

8/10 Good

Karen

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The only issue i saw was the heating in the pool area. It was too cold to sit on the sode deck. It was a nice place for our family for our staycation
Stayed 1 night in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback

2/10 Terrible

Brittany

Traveled with family and small children, Business traveler
Disliked: Amenities, property conditions & facilities
Don’t stay here. This property was run down and dirty. We were routed to this location due to overbooking at original hotel. The first room we had showed signs of bed bugs so I requested another room. I was moved to a different floor and the room had a door that would open properly. Could see hair in the sink and crumbs in the microwave . No visual signs of bed bugs but woke up the next morning and found one crawling on the sheets. We were in town for a soccer tournament and it was a nightmare and now have to scramble ro get a new room for the remainder. Waited twenty min at the desk for a manage only to be told we had to call Expedia for a refund. I will never stay there again
Stayed 2 nights in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback

2/10 Terrible

robinn, Holdfast

Traveled with partner
Disliked: Property conditions & facilities
There was no hot water!
Stayed 1 night in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback

6/10 Okay

Jennifer

Traveled with family
Disliked: Cleanliness, amenities, property conditions & facilities
The breakfast staff was awesome but property was dirty. Trash bags left in the halls and just dingy. Pool was underwhelming.
Stayed 2 nights in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback

10/10 Excellent

Michelle

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The breakfast was great. The room was clean and comfortable.
Stayed 1 night in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback

4/10 Poor

Danielle

Traveled with family and small children, Traveled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
I wanted to like this place but it was unpleasant from the start. If you book through Expedia, hotels.com or any of those sites you can only use a credit card to pay for your room, no cash, Apple Pay or any prepaid card type of payment. Very inconvenient when my debit card is a non branded bank debit card. The lady at the front desk was extremely patient and nice while i figured out a way to move money to a card their system would allow. The front of the hotel was clean but not very inviting, it looked like an empty office building. Pool is saltwater and the pool room smelled pretty bad and there is mold growing on the walls. Not the hotels fault but some kids had their bearded dragon in the pool which was concerning. Other than the main floor, it looks like the place doesn’t have a house keeper, floors, walls, elevators, everything was dirty and smelled of mildew. The first room they put us in smelled horrible and the tv was broken, they moved us into a different room and there was trash beside the couch, it also smelled horrible, the shower curtain was moldy and there was hair stuck to the bathroom ceiling. We made due because the beds looked clean and it was already late. Went to get ice from the ice maker and that entire room smelled like a litter box. We woke up to cockroaches crawling on the nightstand and that was enough for us to leave. Definitely would not stay there again.
Stayed 1 night in Feb 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback

6/10 Okay

Amber

Traveled with family
Liked: Cleanliness, staff & service, amenities
The hotel and staff were very nice. Wonderful breakfast options in the morning. I was a bit upset because I booked this hotel specifically for the indoor pool, but apparently the lights were broken and we weren't able to use it. Which we weren't told upon check-in.
Stayed 1 night in Feb 2024

4/10 Poor

Momma

Traveled with family and small children
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Not clean, needs repairs and very noisy
Stayed 1 night in Jan 2024
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback

4/10 Poor

Momma

Traveled with family and small children, Business traveler
Liked: Staff & service
Disliked: Property conditions & facilities
Great location. Shower floor was cracked, first room smelled like cigarettes, dirty wash cloths, food crumbs on the floor and couch.
Stayed 1 night in Jan 2024

10/10 Excellent

Debra

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very safe area of Richmond and convenient. It was clean and front desk was very accomodating. Reasonable rates.
Stayed 1 night in Jan 2024

6/10 Okay

Laurenda

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
The only problem i had was i needed a king accessible room. My was not so i had to change ròoms the second day
Stayed 2 nights in Jan 2024

8/10 Good

anthony

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jan 2024

2/10 Terrible

Amanda, Simpsonville

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The door leading into the room was ajar when we fournd our room. It's like the door hinge was broken and tilted on one end. Had to lift up on the door to get it it close and would not close unless we slammed it several times. Once we got it closed, it would not lock. We ended up using the extra locks once inside the room. The bathtub was very dirty looking. If it was clean, no one could tell. I would not step foot in that tub. We purchased 2 nights via Expedia, but only stayed the one night.
Stayed 2 nights in Jan 2024

6/10 Okay

Edward

Stayed 3 nights in Jan 2024

10/10 Excellent

Huimin

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great breakfast, Great place to stay. Only heating maching in the room makes too loud noise.
Stayed 1 night in Jan 2024

8/10 Good

Patricia

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024

10/10 Excellent

Nathaniel

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024

10/10 Excellent

Debra

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very affordable and convenient.
Stayed 7 nights in Jan 2024

2/10 Terrible

Jamel

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024

6/10 Okay

Kristin

Stayed 1 night in Jan 2024

10/10 Excellent

Kevin

Traveled with family and small children
Liked: Cleanliness, amenities
Great service
Stayed 1 night in Jan 2024

6/10 Okay

Silang

Liked: Staff & service
Stayed 2 nights in Jan 2024

8/10 Good

Brittany

Business traveler
Liked: Cleanliness, staff & service, room comfort
Room needed attention.
Ceiling was falling in/peeling down in shower. One light in bathroom flickered with a seizure-inducing disco vibe. Had to ask for towels at front desk. Wallpaper peeling in bathroom shower and faux wood trim peeling off shelving below sink. Couch stained/dirty/muddy. Otherwise room wastage, beds comfortable and stay fine. Property in great location and lobby clean. No idea how bathroom issues weren’t noticed/addressed. Also some mold on bathroom ceiling.
Stayed 1 night in Jan 2024

6/10 Okay

Sarah

Traveled with family
Liked: Cleanliness, room comfort
A Value Hotel with Value Prices
It has potential to be a 4 star rating, but although the room was clean and comfy, and nicely priced, there are still some areas for improvement. Lobby was nicely kept up but the painting needs an upgrade. Had several issues with keys for the room and pool and although the front desk service was kind, it was really slow and difficult to find someone at times. Strong smoking smell in the hallway and elevators, a broken ice maker on our floor, and a refrigerator that didn't work were a couple of the issues. It's definitely a value stay location. We enjoyed the pool. We enjoyed the breakfast. We enjoyed the cleanliness of the rooms.
Stayed 2 nights in Dec 2023

4/10 Poor

Paola

Traveled with pets, Traveled with family
Liked: Property conditions & facilities
Disliked: Cleanliness
Place looked nice, but once I was inside the room I saw roaches
Stayed 1 night in Dec 2023

10/10 Excellent

Levon

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staffs was very respectful and helpful and the room was nice and clean
Stayed 2 nights in Dec 2023

2/10 Terrible

Najeebullah

Stayed 2 nights in Dec 2023
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

4/10 Poor

Elham

Stayed 1 night in Dec 2023
Response from Shawnae Thomas on Mar 29, 2024
Thank you for your feedback.

4/10 Poor

Jacqueline

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed here over Christmas 2023. Hotel is located in a convenient location. Right off of Broad, roughly 10- 20 minuets from everything. 30ish minutes to the airport, with easy highway access. HOWEVER- Garbage bins outside front door were overflowing for 4 days. Elevator floor was perpetually sticky, noticed garbage on floor that was not picked up for 4 days. Room door handle was broken/damaged but use-able, and The room door was also off-square and I had to slam it shut every time. Room was clean, but the couch had stains, along with the bottom hem of the curtains. The pillows were TERRIBLE, and beyond lumpy, 4 out of 5 were not even full size. The bathroom air vent was dirty with lint and the caulking around the toilet looked 100 years old. The employees were decent and courteous, but the breakfast chef insisted on listening to rap music on their phone at full volume as they talked to everyone in the lobby. This hotel needs a serious update and refresh, with better signage on the road. If I hadn't investigated it's location on google maps, it is just another brown brick building, and looks the same as the ones surrounding it.
Stayed 4 nights in Dec 2023

4/10 Poor

Erik

Traveled with family
Disliked: Cleanliness, property conditions & facilities
Bad conditions
Had to change rooms because we did not have hot water. The new room has wallpaper falling off the walls. The toilet needs to be fixed. Trash was in The hallway the whole trip. Closet door falling off.
Stayed 3 nights in Dec 2023

10/10 Excellent

ELIZABETH

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice place and a great price too! Great folks there and very helpful.
Stayed 1 night in Dec 2023

6/10 Okay

Antonio

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 2 nights in Dec 2023

6/10 Okay

Michael, Fredericksburg

Traveled with partner
Liked: Cleanliness
Stayed 1 night in Dec 2023

10/10 Excellent

Tori

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Staff was friendly and accommodating for sure. Great for a quick trip and a place to rest. Close to everything you need. I felt safe and would return.
Stayed 1 night in Dec 2023

10/10 Excellent

helen

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Really nice place, water with lemon, hot water, tea, friendly greeting desk.
Stayed 1 night in Dec 2023

10/10 Excellent

Khemmony

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
the room is clean. breakfast and hall are nice and clean
Stayed 1 night in Dec 2023