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Reviews of Holiday Inn Hotel and Suites Richmond West End, an IHG Hotel

3 out of 5
Holiday Inn Hotel and Suites Richmond West End, an IHG Hotel
8008 W. Broad St, Richmond, VA

Reviews

5.8
Rating 10 - Excellent. 147 out of 1001 reviews" "
Rating 8 - Good. 226 out of 1001 reviews" "
Rating 6 - Okay. 221 out of 1001 reviews" "
Rating 4 - Poor. 173 out of 1001 reviews" "
Rating 2 - Terrible. 234 out of 1001 reviews" "

5.8/10

Cleanliness

6.8/10

Staff & service

5.2/10

Amenities

5.6/10

Property conditions & facilities

4.0/10

Eco-friendliness

Reviews

2/10 Terrible

Roberto

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We called ahead to notify our late arrival; were told not to worry; then we surrounding of hotel was pilled with old mattress but then we were given a room missing mattress and under renovations, not to mention the smell; we refused it, and then we were told there were no other rooms. nothing they could do for us at 4am and nowhere to go after a 9h drive.
Stayed 2 nights in May 2022

2/10 Terrible

Erin

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I was told at check in they were renovating, but they just need to start over. It was very dark and dingy. There were no towels in the bathroom and no phone yo call down to the front desk. I had to use my cell to call to ask for towels. It took 35-40mins to get towels because they were in the dryer. The toilet was broken wouldn’t flush. I had yo lift the lid off and put my hand in the back of the toilet to get it to flush and then had no towel to dry my hands after I washed them.
Stayed 1 night in May 2022

8/10 Good

Irving

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in May 2022

2/10 Terrible

moniek

Stayed 1 night in May 2022

4/10 Poor

Verified traveler

Business traveler
Disliked: Cleanliness, property conditions & facilities, room comfort
Disappointed
I was very surprised by the condition of the hotel that it's even open.
Stayed 1 night in May 2022

2/10 Terrible

Sara

Traveled with partner
Disliked: Staff & service, amenities, property conditions & facilities
The building was under construction and just wasn't very tidy or clean. The lighting throughout was dark and made the place feel even grungier. The room was decent enough but we were left with no washcloths and only a couple of towels. There was also no TV remote. Saturday we returned to our room pretty late to find the smoke detector was beeping and needed a new battery. That's when we discovered the room phone didn't even have a cord to connect to the wall. I went to the desk and explained about the detector and the phone. The guy working overnight had no idea where the batteries were, there was no manager on call, and no rooms to move us to. Sunday unfortunately we left early in the morning and I didn't have time to talk to the front desk again. I hoped that overnight had passed it along. When we returned that evening still no battery replacement.
Stayed 3 nights in May 2022

4/10 Poor

Joseph

Business traveler
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Property need to be remodel Should be cheaper
Stayed 1 night in May 2022

2/10 Terrible

Mahmoud

Business traveler, Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Who is no towels and soap and place it was filthy diary
Stayed 1 night in May 2022

2/10 Terrible

David

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nightmare stay
It was the worse experience ever… Room was dirty, no towels in room.. Sink and bathroom was dirty with a dirty towel hanging on the door… Garbage can was full and refrigerator was tilted forward so it wouldn’t leak water… Called down and asked for towels and told me to come down and get some cause they didn’t have time to bring me any to my room… No breakfast, no pool, no gym cause it was under construction and I had called 2 days before to make sure room was good to go and no one said the hotel was understand construction and that their was nothing basically open in the hotel… Horrible service and the 5th floor smelled so bad…
Stayed 2 nights in May 2022

8/10 Good

Christine

It was ok under. Construction rooms were old
Stayed 1 night in May 2022

2/10 Terrible

Briana

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
It was clean, all things considered. However, the water never got hot in the shower, and the toilet continually got clogged and wouldn’t flush.
Stayed 1 night in Apr 2022

2/10 Terrible

Verified traveler

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
This property is closing in May 2022. Undergoing much much needed renovation then will reopen as a Holiday Inn Express. Truth be told it should be leveled. A terrible property in most every regard.
Stayed 2 nights in Apr 2022

2/10 Terrible

Justin

Stayed 1 night in Apr 2022

2/10 Terrible

Taryn

Stayed 2 nights in Apr 2022

4/10 Poor

Judith

Traveled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Room was not clean
I personally did not make the trip due to an injury but my husband and son went. They went to a show in Richmond first then to the hotel so it was late. They found a dirty wash cloth and a cigarette but in the bathroom, tub look so bad they didn't even dream of getting into shower to bathe. Whole room reeked of cigarettes and appeared it had not been updated for 10 years. Ugly and old. Rather that staying the night to attend race on Sunday, they drove home to Norfolk and went drove back to race on Sunday. Far from any Quality.
Stayed 2 nights in Apr 2022

2/10 Terrible

James

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Upon checking in we were assigned a single bed, when we made reservations for 2 beds. The hotel is run down. Housekeeping never came to clean, change towels or wipe down. The manager was friendly though. Hopefully the remodel is done quickly.
Stayed 3 nights in Apr 2022

8/10 Good

Irene

Business traveler, Traveled with partner
Everything was okay.
Stayed 1 night in Mar 2022

2/10 Terrible

Matthew

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I got a room that had nasty Sheets on them no remote is in the room and the bathroom tub looks nasty as hell
Stayed 1 night in Mar 2022

2/10 Terrible

Brian

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
DO NOT STAY HERE
This hotel was disgusting. My daughter and I stayed there not knowing it is a refuge for drug addicts. We did not feel safe at all. The hallway smelled like cigarettes, our room had a burnt food odor, and there were stains on the carpet and chairs.
Stayed 3 nights in Mar 2022

2/10 Terrible

leigh

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
They should not be open for business!!! They are under construction but the rooms available are horrible. 1 dirty towel in the room. Sink wouldn’t drain. No light bulbs in lamps. Tv had lines in picture. No breakfast.
Stayed 3 nights in Mar 2022

10/10 Excellent

Brianna

Stayed 1 night in Mar 2022

10/10 Excellent

Steven

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very Helpful
I work for a mover outside the state and my crew spent the night there. At previous hotels I have had an issue with the guys checking in without the person who booked the stay not being with them and it has always been a hassle at check in. This hotel made every thin easy. Thats for the help and great service!
Stayed 1 night in Mar 2022

4/10 Poor

Verified traveler

Disliked: Cleanliness, staff & service, property conditions & facilities
Un quality inn
Was given a room with people in it. FD was upset and did not know where I could go. When I got to a room the main light did not work. The bathtub had paint in it and was coming up with the shower and took awhile for hot water. The turn handle was broken along with the tub drain cap. On the walls looked like had mold mildew on some of the corners. Several cracks in walls and ceilings. Was told they have a hot breakfast but none at all
Stayed 1 night in Jan 2022
Response from Hani on Jan 14, 2022
Thank you for taking the time to complete our survey. We do value your feedback. I do apologize for what you've experienced here at our hotel. We are currently going through renovations and we would love a second chance to possibly exceed your expectations.

2/10 Terrible

Shawn

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2022
Response from Hani on Jan 14, 2022
Thank you for completing our survey. We do value your feedback. Please tell about your experience.

2/10 Terrible

Pamela

Traveled with group
Disliked: Cleanliness, staff & service
Dissatisfied
We arrived and was told house keepers was short staffing and that they had to clean room waited a hour tgen was told the reservation for 2 queen beds they didnt have and wanted to put us in a king bed which we didnt take. So never stayed. Very disappointed had to find another hotel after i was told my room would be available in a hour. Reservations were made after 3:00pm came back two hours later only to be told house keepers had left and would have to take a king bed which would not work.very unorganized. Did not offer to locate me another hotel in area. Plus it was advertised that they had a Restaurant and we would get a free breakfast for two and there is no restaurant. The lobby was old and dirty and when leaving there was people hanging out the windows of there room. This Hotel needs updated never got to see the room but from what i did see of the building and lobby i would not recommend.
Stayed 1 night in Jan 2022

6/10 Okay

Debra

Disliked: Cleanliness
Was ok but dirty.
Stayed 2 nights in Jan 2022

6/10 Okay

Marleigh

Traveled with family
Liked: Staff & service, room comfort
Disliked: Cleanliness, property conditions & facilities
Disappointed
Very run down facility, overwhelming smell of marijuana. Was told there was complimentary breakfast, there was none. Hot water, Luke warm at best.
Stayed 7 nights in Dec 2021
Response from Hani on Jan 6, 2022
Thanks for your response Marleigh, I do apologize for any inconvenience you've experienced here at the Quality Inn. We are currently going through renovations and we would love a second chance to exceed your expectations.

6/10 Okay

Theresa

Traveled with family
Liked: Room comfort
Disliked: Cleanliness, staff & service, property conditions & facilities
Not Good!! 👎
Check in was the worse experience I've had since I've been traveling. The front desk staff was very unprofessional. I stood in line way longer than usual for checking in because they chose to conversate with a couple in front of me. They looked up at me, saw I was in line and continued their conversation. More guests began arriving in line with me & the staff continued to laugh, joke & conversate with the couple while looking up at us in line every few seconds. Later in the evening as my family & I made our way to our rooms, one of the rooms had not been cleaned & we had checked in after 5:30pm. I purchased two rooms to be connected but was told they didn't have any when in fact one of the rooms given to me had a connecting door. As I attempted to ask about getting my rooms on the same floor I was rudely interrupted by the male staff as he blurted that nothing could be done, so my family party ended up having to stay on separate floors. Even though the beds were comfortable it is really run down. If you're not careful when walking, the carpet in the hallways will have you tripping up. The locks for the doors were either missing or hanging off their hinges. The outlet between the beds didn't work, the lamps, alarm clock & telephone were unusable in Room #1 and there was a roach crawling in Room #2, which was the replacement room but everything was usable.
None of the lights worked. Room had been occupied but hadn't been cleaned before my check in.
Stayed 1 night in Dec 2021
Response from Hani on Jan 6, 2022
First I would like to thank you for your response. We do value your feedback. I would also like to apologize for all of the inconveniences you've experience staying at our hotel. I will have a talk with my staff to make sure these situations don't happen again. We do hope you reconsider staying with us again. We are currently going through renovations and we would love to have you back at our hotel.

10/10 Excellent

James

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Virginia Is For Lovers...
Quiet. Refrigerator and microwave.Washer and Dryer on site. Vending Machines. They have laundry detergent for Guests. Maids are Awesome. Front desk Ladies Dressed Very Nice. Warm Hearted. And Polite. Restaurants within walking distance. Shopping was amazing. Good Area to stay in. Solo trip. I enjoyed my stay. Definitely would stay again. Beds Comfortable.
Rises in the East Sets in the West
Stayed 1 night in Dec 2021
Response from Hani on Jan 6, 2022
Thank you so much for your response. We are glad you enjoyed your stay here with us. We would love to have you back. Thank you for staying with us and have an amazing day.

2/10 Terrible

Mosammat

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2021

2/10 Terrible

Shorey

Stayed 1 night in Dec 2021
Response from Hani on Jan 7, 2022
Thank you for staying with us. I apologize for any issues you've experienced here. We are currently renovating our property and we would would love for you to come back and give us another try.

4/10 Poor

Kenneth

Disliked: Staff & service
i in front desk is very rude and it's put us on the room that you're in the room was not clean had to change the roll and it seemed like she didn't like that
Stayed 1 night in Dec 2021
Response from Hani on Jan 7, 2022
Thank you Kenneth for your response. We do value your feedback. I do apologize for any inconvenience you've experienced here at our hotel. I will discuss this with my staff so we won't have these complications in the future. We do hope you decide to return as we are currently renovating and I'm sure you'll love the new look.

10/10 Excellent

Narradda

Disliked: Room comfort
Stayed 1 night in Dec 2021
Response from Hani on Jan 7, 2022
We are so glad you've enjoyed your stay here at our hotel. Would love to see you again. Thank you for staying with us.

6/10 Okay

Kenneth

Traveled with partner
No
Stayed 1 night in Nov 2021

8/10 Good

Enzo Luciano

Stayed 1 night in Nov 2021

8/10 Good

Ronald

Traveled with family
Liked: Staff & service
Stayed 2 nights in Nov 2021

2/10 Terrible

Valencia

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
The hotel seems to be in a safe area. However, the room is dirty, nasty, and looks like a pay by the hour hotel for prostitution. Dirty, discolored sheets, dirty carpets, the door looks like it has been kicked in or forced open with a crowbar and not repaired at all. Do not recommend at all!!!!
Stayed 1 night in Nov 2021

6/10 Okay

Randall

Business traveler
Liked: Cleanliness, staff & service, room comfort
place is getting rundown. they are remodelling, but looks like that consists of a fresh coat of paint...and not a lot more
Stayed 3 nights in Nov 2021

2/10 Terrible

Elizabeth

Disliked: Cleanliness, amenities, property conditions & facilities
Stains everywhere, a plastic baggie over the smoke detector, and a bathtub that looks like it has never been cleaned ever.
Stayed 6 nights in Nov 2021

6/10 Okay

David

Business traveler
Liked: Staff & service
Meh
It was ok, we chose this hotel because it said they had breakfast. There was no breakfast and Covid was the excuse, we travel a lot and plenty of hotels have breakfast even during “Covid”. Please remove this false advertising from your description of amenities. Very disappointed.
Stayed 1 night in Nov 2021

2/10 Terrible

YIFAN

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
1. wait for 30 min to check in at 1 am 2. bad smell in all the hotel 3. room door was broken 4. receptionist has a bad attitude
Stayed 2 nights in Nov 2021

2/10 Terrible

Jerry

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2021

2/10 Terrible

Ariel

Traveled with family and small children, Business traveler
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Dirty rooms and it non smoking but still people smoked very terrible
Stayed 3 nights in Nov 2021

6/10 Okay

Kevin

Disliked: Amenities, property conditions & facilities
smelled like cigarettes
Stayed 1 night in Nov 2021

2/10 Terrible

Usama

Disliked: Staff & service, property conditions & facilities
Stayed 1 night in Nov 2021

6/10 Okay

Katie

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
No hot water in bathroom there was no carriers for the luggage
Stayed 1 night in Nov 2021

2/10 Terrible

Shankar

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Nov 2021

10/10 Excellent

Timothy

Stayed 2 nights in Nov 2021

2/10 Terrible

Bart

Traveled with group
Disliked: Staff & service, property conditions & facilities
I’ve honestly never felt more unsafe as I did pulling up to this hotel. Just the vibes I got from all the people lingering around outside and in the lobby was unsettling. The hotel front desk attendant didn’t have a uniform on and looked very unprofessional. I received my room key and proceeded to the elevator(one was out of service) and then when in the elevator it looked like there was a little bit of throw up in the corner. I proceeded to my room and as I entered I noticed the room had not been cleaned from the previous guest. I went back to the front desk to get another room and the front desk attendant didn’t say a word to me other than my new room number when he handed me the key. As I got back to the fifth floor and exited the elevator a gentleman asked me if is my first night and I said yes, He then told me “good luck”. I got to my room and fortunately it was clean but at that point after seeing how the hotel was so unkept, the type of guests lingering around and the horrible service I walked out, called my friends that dropped me off and found another hotel.
Stayed 1 night in Nov 2021

6/10 Okay

Len

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
This property is vintage mid 1900's. It hasn't been updated since it was built. The elevator has braille numbers for L,3,5 - but there are rooms on all six floors. Our phone said we were in room 606, but we were in 322. The bath tub floor was peeling and there was only ONE hand towel for three adults. The saving grace, although we will not return, was the friednliness and professionalism of the staff.
Stayed 2 nights in Oct 2021