Ratings based on 323 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
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
4 out of 5
by Mel

Posted Jul 24, 2017 on Hotels
Comment from Hotel Management
Jul 26, 2017 by Manager, Hotel Management
Thank you for sharing your kind rating of Extended Stay America - Richmond - Hilltop Mall. We appreciate you choosing us and hope to see you again in the future. Sincerely, General Manager
3 out of 5
by anthony

Posted Jul 21, 2017 on Hotels
Comment from Hotel Management
Jul 23, 2017 by Manager, Hotel Management
Anthony, thank you for taking the time to share your review. Our goal is to maintain the highest standards, and we apologize for falling short of this. We hope to have the opportunity to make your next stay perfect in every respect. 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
5 out of 5
by A verified traveler

Posted Jul 16, 2017 on Hotels
Comment from Hotel Management
Jul 18, 2017 by Manager, Hotel Management
Many thanks for taking the time to share your fantastic rating of Extended Stay America - Richmond - Hilltop Mall. We appreciate you being our guest and look forward to your next visit! Sincerely, General Manager