Ratings based on 298 Verified Reviews

2.8 out of 5
52% of guests recommend
2.9 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 TX

Now what we expected.

Posted Jul 21, 2017
Pros: Location
Hotel staff was great, but the room was not what we expected as far as cleanliness or upgrades.
Comment from Hotel Management
Jul 28, 2017 by General Manager, Hotel Management
Linda, I apologize for not living up to our commitment to clean, fresh accommodations during your stay. I am working with my housekeeping department to make sure all procedures are being followed so this does not happen again. We hope you will give us another chance the next time your travels bring you back this way. Sincerely, General Manager
1 out of 5
by A verified traveler

Horrible Hotel

Posted Jul 17, 2017
Pros: Location, friendly desk staff
Cons: See comments above
Location: Nothing in the immediate vicinity. Berkeley is right down the road and SF across the bridge.
The location of the hotel was great as it was very near where my conference was being held. The facility itself was dingy, dim, and marginally clean. Although there was a full kitchen, there was absolutely nothing in it - not a fork, plate, pan or glass. In fairness, these were available at the desk, but that was inconvenient. My room was never made up in the three nights I stayed there. The bedding was thinThe room also wreaked of cigarette smoke, although the facility is supposedly smoke free.
Comment from Hotel Management
Jul 19, 2017 by General Manager, Hotel Management
It is very disappointing to read your comments concerning your stay at our hotel. Please accept our apologies as we never mean to disappoint any of our guests in any way, and we definitely failed in this attempt. We can assure you that what you experienced is not acceptable by our standards, and we will be reviewing our guidelines to provide a better experience for every guest entering our doors. We truly regret the inconvenience caused, and please give us another chance to make it up to you on your next visit to our area. Sincerely, General Manager
4 out of 5
Recommended
for Everyone
by A verified traveler from Indiana

Family Reunion

Posted Jul 10, 2017
Pros: Staff was friendly
Cons: They may want to make sure the comforters are cleaned or without stains before they put them back on the beds
Location: You have shopping, restaurants and movies, grocery stores....Everything right there.
I'm assuming marijuana is legal in California, because people was smoking it throughout the hotel everyday we was there...other than that the hotel was nice close to everything and staff was very nice.
Comment from Hotel Management
Jul 10, 2017 by General Manager, Hotel Management
Shannon, thank you for sharing your nice comments regarding your stay at Extended Stay America - Richmond - Hilltop Mall. We are happy to know that you liked our friendly associates and convenient location which was perfect for your needs. 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

Would of chosen a different hotel if I could have

Posted Jun 26, 2017
Staff was friendly but room was still dirty. Phone wasn't working and when I asked the hotel staff nothing was done about it. Front desk clerk was sweet and so were cleaning staff. Upon arriving to my room we found old food in the freezer... found previous guests garbage in drawers and the cleaner they used on furniture left residue on the surface and we had no toilet paper in the bath room. Telephone didn't work and neither did power outlets. Luckily I only needed the room to change since we were visiting family from out of town and for one night... when I voiced my concerns to staff nothing was done.
Comment from Hotel Management
Jun 29, 2017 by General Manager, Hotel Management
I am very sorry we failed to deliver the exceptional stay you deserved. Please accept my apologies for your suite not being totally ready for occupancy when you checked into our hotel. Your review will be taken as a tool to ensure that all procedures within our housekeeping and maintenance departments are being followed. Normally our staff does a terrific job of responding to our guests’ needs, and in your case that did not happen and we regret the same. We hope you will consider us again and would love to demonstrate how we have improved and show you the hospitality you deserve. Sincerely, General Manager
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
1 out of 5
by A verified traveler

AWFUL!!!

Posted May 18, 2017 on Hotels
We will NEVER book at this hotel again! Day we checked in the front desk employee was fighting with the Manager telling them how much they hated working there and they did not have to listen to them, they were tired of being treated badly. I don't know all the facts, but we waited for an hour just to check in!!! The place was a mess, the area is atrocious. We will never stay at this hotel again!
Comment from Hotel Management
May 21, 2017 by Manager, Hotel Management
Please accept our sincerest apologies for not living up to your expectations, or ours. We strive to deliver wonderful hospitality, but we regret falling short. Your feedback is important to us and will use the same to fine-tune our procedures to help ensure we do not repeat mistakes. We are truly sorry and hope you will consider giving us a second chance in the future. Sincerely, General Manager
1 out of 5
by A verified traveler

Posted May 15, 2017 on Hotels
Terrible. I did not stray after seeing the room. The front desk person did her very best, but she just worked there. No clean towels stains on the bedding no dishes no new toilet paper. Dirty floors
Comment from Hotel Management
May 17, 2017 by Manager, Hotel Management
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. We will be sure to share your feedback with the entire team and will use it as a training tool to improve our performance. We truly regret the inconvenience caused, and please give us another opportunity to make a better impression on your next visit to our area. 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