Ratings based on 282 Verified Reviews

2.8 out of 5
54% of guests recommend
3.0 Room cleanliness
3.2 Service & staff
3.0 Room comfort
2.7 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler from Long Beach

Rooms we stayed were inhabitable.Ask refund pls.

Posted May 23, 2017
Pros: with kitchenette
Cons: cleanliness and proper staffing.
Location: Richmond Hilltop, California
The 2 rooms we stayed which is 103 was inhabitable. Last May 17th 2017 we complained to the receptionist about the room was too smelly and the heating and air conditioning was not working. He said he will try to give us a room but unfortunately that night they said no rooms was available but he said he will give a notice to morning shift front desk to transfer us to a different room. That day was my sons graduation so after the graduation which was afternoon already they said no more rooms available. IT was so horrible the service and the facility itself was so poor. The other room 116 was used with smokers and they said no smoking allowed. I complained to them even I asked the front desk on our first night to come with me and smell the room. She agreed with me but they didnt do anything. So we end up opening the window so the smell will go away. the staff itself smokes in the front of the front entrance with the door open. I ask for a refund!!!
Comment from Hotel Management
May 25, 2017 by General Manager, Hotel Management
Vics, first and foremost, I would like to offer you my sincerest apologies for all the inconveniences while here. It is saddening to read that you had so many difficulties in your room and that we were unable to resolve your issue to your satisfaction. We take your comments seriously and we will do what it takes to improve our guests' perceptions. I hope you will return so we can make it up to you. Sincerely, General Manager
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted May 21, 2017
Nice place to stay, rooms are clean and staff is very helpful
Comment from Hotel Management
May 22, 2017 by General Manager, Hotel Management
Thank you for choosing Extended Stay America - Richmond - Hilltop Mall and for sharing your positive feedback. We are delighted to know you thoroughly enjoyed your time with us and that our outstanding hospitality met all of your expectations. It was our pleasure hosting you, and we hope to be your hotel of choice every time you visit our area. Sincerely, General Manager
3 out of 5
Recommended
for Everyone
by A verified traveler

Posted May 19, 2017
I had booked 2 rooms with double beds. But they could accomodate only one room with double beds. So they provided two rooms with single beds. So i got three rooms with the same price, which was nice.
Comment from Hotel Management
May 21, 2017 by General Manager, Hotel Management
Thanks for sharing your satisfaction online. We are happy you were pleased with your visit to our hotel and appreciate your complimentary comments. It was a pleasure to have you as our guest, and we hope to see you again soon. Sincerely, General Manager
2 out of 5
by A verified traveler

It's not as nice as I thought it would be

Posted May 8, 2017
It was ok, they need better hosts at the front desk,checking in for the most of it.
Comment from Hotel Management
May 9, 2017 by General Manager , Hotel Management
Thank you for your feedback. We are pleased to know you enjoyed your overall stay. However, I apologize for our staffing service not meeting your expectations. To make sure this does not happen again, I am actively working with our staff to improve our guest experience. I appreciate your comments as they will only help us improve, and I hope you will give us another opportunity to provide you with the excellent experience you deserve. Sincerely, General Manager
2 out of 5
Recommended
for Everyone
by A verified traveler from C

Close to freeway. Easy excess.

Posted Apr 19, 2017
Pro:Quiet location. Close to malls. Cons: Old and sinking mattress. No daily room cleaning. Need to ask for hair blower and coffee pot. Only thing available are towels and soap and shampoo in the room. The tv has no sleep timer. Outside hall way very strong Canabis smelling. This is my first time in this hotel for 2 nights.
Comment from Hotel Management
Apr 20, 2017 by General Manager , Hotel Management
Chanchoy, although you liked our location. We are sorry our facilities and amenities did not live up to your expectations and regret the inconvenience it caused. Your feedback will be shared with the respective team in an effort to improve our service and facilities going forward. I appreciate your constructive feedback and hope we have a future opportunity to restore your confidence in us. Sincerely, General Manager
1 out of 5
by A verified traveler from Newport, RI

Hotel suffered from a calamity !

Posted Apr 15, 2017
Pros: Nothing at this point.
Cons: No comments
Location: There is a shopping mall with a Wallmart across the street.
This hotel suffered from a broken, or set-off, sprinkler system the week before, rooms were beIng re-built and multiple fans and dehumidifiers were in the hallways going day and night while guests were occupying the hotel. Not a good business decision to "welcome" guests!! Besides.......... no shampoo/soap in the room, wifi not working the first days. Expected a coffeemaker, cups glasses etc. in the room, but there weren't even trays to make ice cubes in the refrigerator (which did contain an open pack of milk and some snacks from a former guest). I have seen a few hotels (around the world), this one "dangles" at the bottom of my quality experience.
Comment from Hotel Management
Apr 17, 2017 by General Manager, Hotel Management
Thank you for your constructive feedback. We certainly apologize for the issues you encountered which led to a disappointing stay as it is never our intention to lose focus on providing you with the hospitality you deserve. I will discuss these problems at our future team meetings, and we will focus on ways to improve in these areas so our guests have a pleasant experience when staying at our hotel. We truly regret the inconvenience caused, and please give us another chance to redeem ourselves in the future. Sincerely, General Manager
2 out of 5
by A verified traveler

Low class

Posted Apr 13, 2017
Tired room. We learned that licals consider the area to be in the heart of the slums. Advertised as having a stocked kitchen, but it was necessary to ask for kitchenware. The complimentary "grab and go" breakfast was not available. Staff were nice.
Comment from Hotel Management
Apr 14, 2017 by General Manager, Hotel Management
Thank you for evaluating your stay with us. We are sorry to know our complimentary grab-and-go breakfast did not live up to your expectations and you were disappointment with the dishware not in your suite. To ensure cleanliness for every guest, we keep the dishware at our front desk. We appreciate you sharing your feedback as it will help us moving forward. Sincerely, General Manager
1 out of 5
by A verified traveler

Dumpiest hotel I have stayed at in years

Posted Apr 11, 2017
Hotel had sprinklers turn on a few days prior so was like a building site with about 10 dehumidifier which sounded like a 747!! Not even a bar of soap in the room. No iron or hairdryer. Had to request everything for the kitchen. Then got given a container with everything in. Provided coffee maker but no cups or mugs to drink it out of. No ice machine in th hotel and did not provide the standard grab and go breakfast. Also wifi was not working the first couple of days. The staff were helpful and tried to accommodate requests when asked. Only plus points - quiet location and plenty of parking Would definitely not return
Comment from Hotel Management
Apr 13, 2017 by General Manager  , Hotel Management
Thank you for choosing to stay at our hotel and for sharing your comments. We are disappointed to read about the numerous issues you encountered. Please accept our apologies for failing to deliver the exceptional stay you deserved. We are also sorry you were unhappy with our hotel policies. All feedback is taken seriously and we will make necessary changes to better serve our guest. We hope you consider giving us another chance in the future. Sincerely, General Manager 
2 out of 5
by A verified traveler

Smells like curry

Posted Apr 1, 2017
I didn't realize that an extended stay room would have a full size fridge and cabinets for food storage and a small stove top. As soon I we opened the room door it smelled strongly of curry. Even with the windows open it was almost unbarable at first. There were stains on the "clean" made bed but didn't realize them until we unfolded the sheets "smack dab in the middle of the bottom sheet". My wife did even want to sleep in the bed. By the end of our stay our suitcase and clothes smelled of "room/curry" and the aisles for the room were dirty. The price I paid with out coupon was a 30 dollars difference than the four star hotel we had stayed at before while coming to town to visit friends. Moral of the story... don't just go by the picture because you think it looks like the other hotels that you have stayed at; Read the comments. And second moral.... give your wife your card and have her choose the rooms. It will most likely turn out better.
Comment from Hotel Management
Apr 3, 2017 by General Manager, Hotel Management
Thank you for your feedback. I apologize for the odor you experienced during your stay. We work hard to provide a clean and comfortable environment and I am sorry the smell compromised your experience. I have personally followed up on your concerns with my housekeeping staff to ensure we are well poised to serve you better during your next stay. We appreciate your constructive feedback and hope we have a future opportunity to restore your confidence in us. Sincerely, General Manager
1 out of 5
by A verified traveler from San Diego, Ca

Ghetto!

Posted Mar 28, 2017
Worst hotel I've ever seen! Dirty, disgusting, smelly and NO staff!
Comment from Hotel Management
Apr 21, 2017 by General Manager, Hotel Management
Suzette, thank you for letting us know about your stay, and we certainly apologize for the issues you encountered which led to an unpleasant experience. It is never our intention to loose focus on providing our guests with the hospitality they deserve. Be assured remedial steps within our management team are underway in an effort to improve our performance. Please give us another chance to make a better impression on your future visit to our area. Sincerely, General Manager