Extended Stay America Suites- Richmond - Hilltop Mall — Hotel in Richmond

I suggested this location to my sister who came to visit me because it had a kitchenette and I stayed here once in the past. However, things have changed of course and it could be for the better. As a guest coming to check in you are greeted with a locked door, if no one is at the front desk, it's annoying trying to figure out how to get in. There was a guy at the desk helping a customer, he took his time before buzzing us in. I booked this room online via Agooda.com. You can only book online as they do not allow you to pay at the desk, especially with cash "we are not equipped to do so" we were informed when we decided to stay an extra day. Anyway, at check in, when it was our turn to check in, we were ask the same questions over& over. When did you book the room? How many beds? For how long?? Who book the room?? Then we were informed, I have no double bed rooms available. Yet we sat there and listen to him give a single person a double bed room to them. Then he said "we are in the process of getting a room ready for you, do you mind waiting?" Well we did mind waiting because I booked the room at midnight, called the hotel several times to ask if the room could be accessed between 3a-4a when the guest would arrive in town, I was told YES each time, but they would have to check out at 11a in which I did not like because that's only a few hours but we were desperate. My sis goes there at 3:30 am to check in tired from a long drive to California and they refused to let her in. She was told "check in" is at 3p. When she returned sleepy, tired and annoyed, they didn't have a room ready, we had to wait, we asked for a manager, she was unfriendly somewhat, and asked the same questions again, then informed us of a $100 deposit in case we tore up the room. Yet, she couldn't find us a double room we had paid for in advance online!!! Aaannnddd, I wasn't aware of this deposit when I booked the room. So she waived it, although it is posted on the wall at the check in desk. After being told they have no more rooms, I'm getting upset because it was booked& paid for in advance so I said, at this point I'm willing to wait for the room you are cleaning. So he said okay. We also asked if we would like to stay another day could we pay at the desk, he said yes. However, at this point, my sis was not okay unfortunately, but she waited in the lobby with all her bags. Then the original check in guy said "oh! I do have a room ready, no waiting after all, so my sis goes to get the remaining luggage, I go to check out the room after he gives us keys and guess what? It's a single bed in the room. I walked right out & told him wrong size room and it's not what I booked& paid for. He got annoyed with me. Slammed his pen down, called his manager back& walked away. She reluctantly found us a double bed room on the second floor after about another ten minutes on their computor. After we got new key cards we went up to the room, the beds are smaller than full size but not quite twin, one had a warm blanket on it, the other bed didn't, they were both made up with what look like semi thick drapes. There was no cookware in the room & it wasn't offered at check in. The vending machines did not work with cash or cards. They did not replace the money we lost in the machines or offer an apology for the inconveniences or the lack of accomodations initially or for the faulty machines. The next day I had to request cookware, I was provided no dish soap, or dish towels to clean as I cooked in the room. So I decided not to. My sister decided to stay an extra day because she was still exhausted, the new manager refused to let my sister pay for an extra day at the desk, he stated we had to book online, and informed her if she didn't pay the $100 deposit she will be kicked out her room and she couldn't pay that in cash either. So I book the room online, she paid the $100 deposit before 11am so she wouldn't be kicked out the room. I found online to the fine print there is a $100 deposit but it could be paid on a credit card or in cash. I informed them to...

This is supposed to be a long term booking hotel chain...one nightly or weekly rate for a long term rental. thus the name "EXTENDED FRIGGIN STAY" Well...they don't know what that means here...so for a 30 day say she had to make 6 resevations... It turns out that the 6 reservations are because the room changes price on weekends...then changes price from week to another. JUST LIKE A REGULAR HOTEL. which is ok...for a regular hotel, but in a regular hotel, you have the bed made every day if you want it, you have a pool, you have amenities. There is none here.. They have not passed their cost savings from not having those things on to you...as this place is actually more expensive than a basic hotel with those types of amenities. They don't even have doughnuts or coffee out in the morning. Nothing...but you pay the same price as hotels that have those.

I just left a hotel 15 miles away...thinking this was a better deal..and that hotel had pool..the bed was made every day ...it is no way a better deal.

I actually thought I was getting a better deal through booking straight with this hotel...as the company I work for has hundreds of people that are on the road for months at a time...so ...we are supposed to get a better deal. We don't....in fact, I am paying 5 bucks more per night with our preferred discount than I could have if I booked the room with priceline. (another company that frequently rips people off).

My room came with no chair...had to call and wait for that. and there is only 3 coat hangers in the closet that doesn't even have a door (a cheap curtain)....this is supposed to be an "extended stay"....if there is any room that needs coat hangers, it is an extended stay long term hotel.

coat hangers are cheap...I could get them a box of about 400 plastic ones for 10 bucks ...but that's probably not worth them spending the money on an "improvement", as they already have your money when you figure out all the stuff that is broken or you just don't have.

2 of the 4 washing laundry machines are "out of order" 3 of the 6 dryers are as well....I guess owner is too cheap after ripping off customers for less value that they decided just not to fix or replace stuff that breaks

I'm getting so screwed at this hotel.

I come in today after work...Only to discover elevator doesn't work now....and now discover wifi is really not free wifi...it's free access to your email...but for any real wifi applications I have to pay more to this garbage hotel.

I'm checking out of this place after the first reservation ends... I hope the owner is happy with his extra money he got from my short stay and trying to rip me off by paying more for each week. I won't be staying in one of these extended stays for long ...long time. in fact ..if it becomes the last hotel, I'll rent a room from someone on craigslist.

I'll also do what i can so our company employees no longer choose this hotel...they can do a lot better woth about 3 minutes of effort. thanks for nothing extended stay. and i hope you choke on that extra 10 bucks per night you ripped me off...

I've stayed at multiple Extended Stay locations, and while I've had some decent experiences in the past (including good continental breakfast options), this particular stay was one of the worst. Despite charging top-tier prices--comparable to the Courtyard Marriott--the accommodations were outdated, unclean, and poorly managed.||Filthy and Poorly Maintained|The entire building smelled like dog urine and smoke, including the hallways and elevators.|Elevators had accidents from dogs (urine and feces), and the staff did not clean them promptly.|Room furniture and appliances were old and worn out--not worth the price they're charging.|My bathtub was stained pink, and cleanliness overall was questionable.|Overpriced with Minimal Services|They treat the hotel like an apartment complex, yet they barely provide cleaning services.|Rooms are only cleaned every three weeks, and guests are expected to take out their own trash--all while paying nearly $3,000 a month. They don't even have smart TV options. How lame!! ||Breakfast was a joke--just coffee and muffins. No toast, fruit, or real breakfast options for what they charge.||Unethical Pricing & Sneaky Fees|Amanda, a front desk staff member, removed me from the system when I was extending my stay--this resulted in losing my lower rate and being quoted a ridiculous $3,300 per month.|No one informed me about corporate discounts--I had to find out online that I was overpaying.|They deliberately locked me out of my side entrance access and messed with my reservations in an attempt to overcharge me.|When I checked out early, they refused to provide a receipt--I had to video call and take screenshots just to document my charges. Later, I discovered sneaky late fees and rate adjustments, meaning I likely overpaid.||Rude & Shady Staff|The staff had a "nice nasty" attitude--acting polite on the surface while overcharging and making things difficult behind the scenes.|The manager was condescending, pretending to care when I checked out early, but was clearly upset I figured out their pricing scam.|They watched me on security cameras and revoked my key access to certain areas without notice.|They kept calling about a smoke detector issue that wasn't real, seemingly to intimidate me. Sending maintenance staff up to my room in the day when I was working remotely in my room. ||Final Verdict: Stay Away!|This place is run by incompetent and shady management that tries to squeeze every penny out of guests while providing filthy, outdated accommodations. They might have gotten extra money out of me, but they lost a long-term customer. I had a six-month housing stipend and would have stayed, but their dishonesty and poor service made that impossible.||Do yourself a favor--stay at the Marriott next door (do your research first) or explore better options. Avoid this place...