Ratings based on 314 Verified Reviews

2.8 out of 5
53% of guests recommend
3.0 Room cleanliness
3.2 Service & staff
3.0 Room comfort
2.7 Hotel condition
Expedia Verified Reviews
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
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 Mark

Never again

Posted Jun 24, 2017 on Hotels
Dirty!!!!! Picture off the wall not friendly place sucked!!!! WiFi sucked!!!!!
Comment from Hotel Management
Jun 27, 2017 by Manager, Hotel Management
Mark, thank you for taking the time to review your stay with us. I am concerned about your experience and have immediately brought this to the attention of my housekeeping team for review and action. Our staff's top priority is to provide a clean environment for our guests, and I am sorry that did not happen during your stay. Please know this is not usual for us, and we hope you give us another chance in the future. Sincerely, General Manager
5 out of 5
by Marc

Family Reunion

Posted Jun 23, 2017 on Hotels
This hotel is centralized around everything. Shopping, movies, Highway. The area is nice, the hotel staff was very nice. We had no major complaints and would stay here again. When picking a hotel, we tried to stay within a budget, so if you dont mind straightening your own bed, or taking the garbage down the hall then you would like this hotel, they do have daily house cleaning for a small fee of 10.00 a day for those that just have to be serviced to.
Comment from Hotel Management
Jun 26, 2017 by Manager, Hotel Management
Thank you for choosing to stay at Extended Stay America - Richmond - Hilltop Mall. We are delighted to know our location was convenient for your needs and that you found us to be a great value in the area. It was a pleasure hosting you, and we look forward to seeing you again soon! Sincerely, General Manager
5 out of 5
by Peleson

Posted Jun 21, 2017 on Hotels
Comment from Hotel Management
Jun 23, 2017 by Manager, Hotel Management
Peleson, thank you for staying at Extended Stay America - Richmond - Hilltop Mall. It makes us happy to know you had a wonderful experience with us. Thanks for your business. Please come back and see us again! Sincerely, General Manager