Ratings based on 329 Verified Reviews

2.8 out of 5
53% of guests recommend
3.0 Room cleanliness
3.2 Service & staff
3.0 Room comfort
2.8 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveler from hilltop c.a

Surprise BUGS

Posted Oct 2, 2017
BUGS!!! THIS PLACE IS OK IF YOU DON'T MIND A BUG OR TWO!!! I COULDN'T DO IT !!! I LEFT!!!
Comment from Hotel Management
Oct 3, 2017 by Hotel Management, Hotel Management
We are sorry we failed to provide you the clean and comfortable suite you expected when you selected our hotel for your lodging needs. What you encountered should not have happened as we have regular treatments from a professional service to ward off the type of unwanted visitors you mentioned. Thank you for bringing this to our attention. We have scheduled additional treatments so our goal of providing clean and comfortable suites can be achieved and to prevent this from happening again. We hope to have the opportunity to redeem ourselves on a future date. Sincerely, Hotel Management
3 out of 5
Recommended
for Everyone
by A verified traveler from Lake Elsinore

Posted Aug 23, 2017
Room smelled like cigarettes otherwise staff was great
Comment from Hotel Management
Aug 23, 2017 by General Manager, Hotel Management
Rosanna, thank you for being our guest. I apologize for the smell of smoke you experienced on your stay. We work hard to provide a clean and comfortable environment and I am sorry if the smell compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. Thanks again for your candid feedback, and we hope to welcome you back in the future. Sincerely, General Manager
1 out of 5
by A verified traveler

INFORMATION ON EXPEDIA IS MISLEADING

Posted Aug 21, 2017
Pros: STAFF HARD WORKING
Cons: WHOLE THING
Location: OK
ROOM SMELLS , SHEETS AND BLANKET HAS SPOTS. THE ARE NOT CLEAN PROPERLY. NO HOTEL SECURITY, 1 DESK PERSON ON DUTY. MOST OF THE TIME THEY ARE BUSY DOING LAUNDRY OR PREPARING BREAKFAST. OVER ALL POOR FACILITY. IN MY OPINION INFORMATION EXPEDIA IS MISLEADING. I SHOULD NOT BE CHARGED.
Comment from Hotel Management
Aug 23, 2017 by General Manager, Hotel Management
We're sorry you experienced so many difficulties during your stay with us which lead to a disappointing stay. This is not the level of service we generally provide, and it certainly does not meet our standards. Your comments will be shared with the appropriate team members, so we can take action to prevent these issues from happening again. We hope you will accept our apologies and consider giving us another chance to serve you better. Sincerely, General Manager
4 out of 5
by A verified traveler from Ohio

Basic and Simple

Posted Aug 19, 2017
Pros: Basic, Simple, and Cheap
Cons: Shower head is awful, sink drain not connected to lever.
Location: Very close to Richmond Rod and Gun Club
Just needed a place to sleep while working in Richmond.
Comment from Hotel Management
Aug 20, 2017 by General Manager, Hotel Management
Steve, thank you for being our guest at Extended Stay America. It’s nice to know our location was convenient for your needs and that you enjoyed your overall time with us. However, we regret if any inconvenience was caused. We appreciate your feedback and hope the positive aspects of your visit will bring you back to our hotel in the future. Sincerely, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler from Oregon

Rough start but they made it right

Posted Aug 18, 2017 on Orbitz
Pros: Close to our last stop of the day.
Cons: I liked it before when the room was prestocked with dishes, silverware, etc.
First room we got was not up to par but they moved us right away to a different room that was much better. It's been awhile since I'd been to an extended stay so I was suprised the rooms weren't already stocked, you have to ask for every little thing you need but the room fit our needs and the staff was very friendly and helpful. I would definately stay here again in the future.
Comment from Hotel Management
Aug 20, 2017 by General Manager, Hotel Management
Scott, thank you for including Extended Stay America in your travel plans. It’s nice to know our location was convenient for your needs and that our facilities and service were to your satisfaction. Our hotel is designed for guests staying a week or more at a time, who prefer a home-like living experience. So we certainly understand why you may have found our policies a bit different than traditional hotels. We value your feedback and look forward to your return visit soon. Sincerely, General Manager
5 out of 5
by A verified traveler

decent

Posted Aug 14, 2017 on Hotels
NOTHING SPECIAL. DECENT PLACE TO STAY AT
Comment from Hotel Management
Aug 16, 2017 by Manager, Hotel Management
Thank you for being our guest at Extended Stay America - Richmond - Hilltop Mall. We take great pride in providing comfortable facilities and review like yours let us know we are on the right track. It was so good to have you here, and we look forward to welcoming you back soon. Sincerely, General Manager
4 out of 5
by Abdul

Posted Aug 11, 2017 on Hotels
Comment from Hotel Management
Aug 13, 2017 by Manager, Hotel Management
Thank you for being our guest at Extended Stay America - Richmond - Hilltop Mall. We appreciate your rating and are delighted that your visit with us was a great one. It was good to have you here, and we hope you will come and see us again soon. Sincerely, General Manager
3 out of 5
by A verified traveler

Posted Aug 9, 2017 on Hotels
The place was all sorts of problems. A room with a broken lock that doesn't lock at all. Rooms that stinks with stale old food. Or doors that you would need to pull the latch up to open the door. Sure was lucky about the understanding and very very nice staff that helped us through it all.
Comment from Hotel Management
Aug 11, 2017 by Manager, Hotel Management
Thank you for staying with us and for sharing your feedback. Our top priority is for you to leave 100% satisfied, and we are very sorry we didn't meet that goal for you. We take your comments seriously and will use your feedback to make sure we don't make the same mistakes. We would like to regain your trust and hope you will give us that chance in the future. Sincerely, General Manager
4 out of 5
by Penny

Posted Jul 31, 2017 on Hotels
I really enjoyed my stay and there was plenty to do around the area
Comment from Hotel Management
Aug 2, 2017 by Manager, Hotel Management
Penny, thank you for choosing to stay at Extended Stay America - Richmond - Hilltop Mall during your visit to the area. We are delighted to read you had an enjoyable stay and that our location was perfect for your needs. We appreciate you being our guest and look forward to welcoming you back soon. Sincerely, General Manager
3 out of 5
by A verified traveler

Posted Jul 25, 2017 on Hotels
Comment from Hotel Management
Jul 26, 2017 by Manager, Hotel Management
Thank you for taking the time to share your rating. Our goal is to provide an excellent experience for every guest, so we always want to know if there is anything we can do to improve your experience as we would love to ensure your complete satisfaction. We appreciate your feedback and hope to have the opportunity to serve you better in the future. Sincerely, General Manager