Holiday Inn Express Richmond - Downtown by IHG — Hotel in Richmond

LONG TEXT WARNING ⚠️

me and my husband came here for the 4th of July weekend we actually stayed 4 days we had stayed here 1 time before but it was literally for 1 night so we didn’t get much of a experience but this time I think we got the full experience to start off we remembered from the last time we came we couldn’t park in the deck because my husband’s truck is to big (tall) the parking deck is very small and only a few cars can fit in there so we decided it was no point to bring the car so we checked in and went to our room originally we only planned to stay 2 nights so we get to our room and there is no fridge my husband went back down and asked them why was there no fridge in our room and someone told him it’s because you have to book a room with a fridge never in my life have I ever had to specifically book a room with a fridge all hotel rooms are supposed to have a fridge so for 2 whole days and all night we had to run back and forth to get ice just to keep our drinks cold and the ice room was filthy there was also only 1 elevator working for the entire 4 days we stayed the walls are paper thin u can here everything on the whole floor and the floor above you the people next to us was so loud so fast forward are 2 days came to a end and we decided to book again the same day so we left went to work switched out for some new clothes and went and checked back into the hotel this time they gave us a handicap room for whatever reason but I was like oh well we won’t die but my husband didn’t like it so he asked if we could get a different room they said they were all booked but when we got in the room it was dirty I added pictures I forgot to take pictures of some stuff and the window covers did not open at all we couldn’t get any daylight in there the floor was so grimy and me being in the housekeeping Field myself I understand how things can be but this was not acceptable so I had to clean the entire room myself I always take disinfectant products with me everywhere I go like I said I’m also in housekeeping so I always have cleaning supplies this time our room had a fridge but no ice back but at least we could put our drinks in the refrigerator the next morning i waited for the housekeeper to come around because i was gonna ask them to mop the floor and for fresh sheets I went down to get breakfast and saw the housekeeper on the floor I asked him for a ice bag and he pointed to the bags and had me get it myself also he was down the hall so i just figured i wait for him to make it to us to ask for the rest i kept looking out the peep hole to see if he was closer to our room I waited so long so I went out there and he literally skipped us he never came to our room I made just we didn’t have the DND sign on our room and all and he still skipped us it got to late and we had already made plans for that day so we had to just leave that night we came back and orders dinner but we didn’t get our drinks so I went down to buy a drink from the snack area they had and couldn’t find the front desk person my husband went outside and she was sitting outside on her phone we looked outside for her at first but she was on the bottom step so we didn’t see her at first my husband got irritated about that and said we would just order more drinks I told him we could just ask her to come in for a minute and he said we shouldn’t have to ask someone to do they’re job so overall I fell like it’s ok if ur just saying for a night or 2 and if u don’t mind hearing other peoples tv show and conversation at night but if ur looking for a good experience and a quiet night with on point customer service i...

My sincere apologies for not writing a review of praise sooner than this. After my first wonderful experience on 11/7/2023, I should have taken the time to give JASON AND NIA the shoutout for BEST CUSTOMER SERVICE I have experienced in a VERY LONG TIME! During this most recent stay, this past Tuesday, 2/27/2024, while in town to enjoy the Broadway traveling show, "To Kill A Mockingbird", I can't BUT Share the experience that just cannot be expressed with the word AWESOME! As I was walking into the lobby area, I recognized Jason who had just finished helping another guest. He returned quickly to the counter to welcome me and recognized that I had been there before. His remembrance of me was so welcoming and I was surprisingly stunned by the quality of care he gave to my needs and request. My daughter was joining me for the evening after we enjoyed the show together and Jason ensured me everything was all set. I asked for a higher floor room and was given 517. It was beautifully cleaned and comfortable. Honestly, that first interaction with Jason gave me the feeling that I was "Home away from home" and that while I was there, I would be cared for. JASON is not only professional and friendly, but his duty to serve guests is something not often experienced these days! When I checked out the next morning, Wednesday, Feb 28th, I met with Nia once again and just like the first time we met, her level of customer service was off the chart! She's thorough, professional, and personable. I encouraged her to see the show we just did and she said that she was actually getting back to reading the classics from her school days and that was one of the books of interest. I hope BOTH JASON AND NIA get rewarded for their excellence to represent Holiday Inn Express Downtown Richmond in the best way possible. I have had the unfortunate experience of trying some other local hotels in the area (like the Quirk which I WOULDN'T RECOMMEND). Not only did I waste my money, but the stay didn't compliment my experience while staying in Richmond. I already have my next stay reserved for the Tina Turner musical with my daughter on April 2nd and I am so looking forward to being able to stay in a place I know I will be comfortable, safe, and welcoming!...

I have enjoyed staying at Holiday Inn Express many times. One specifically in Bethlehem PA-Lehigh Univ, One night stay at this HIE hotel was not ok! Initial impression was ok at first. Once my son and I got to the room it turned to be a disappointment., Entrance floor was sticky as well as the bathroom. I overlooked this but had the need to clean the floors with the towels and hot water. Yikes, the towels were absolutely dirty after finishing, Settled in..sort of. Of the two room suite, one the tv remotes was not working and at closer examination...disgustingly dirty. Went to call the front desk, phone was matched the tv remote. Both not cleaned in some time. Found out the auto dial to the front desk didn't work, as well as all the other auto dials...fast busy. Tried the other remote that worked the other TV, didn't work on the bedroom TV. Had to go down to the front desk and waited and finally had an individual offer a replacement remote. Made a comment of the floor, offered an another room but why...I was emailed my room was ready...which it was not. And really didn't want to pack up and go to another room to probably be disappointed. My son and I got dinner (one saving grace was the hotle is close to a lot) Came back, Dark outside, lights on...stains on both the ceilings became obvious. Not just one but multiple LARGE stains going across the ceiling. Looks like from past leaking sprinkler pipes and air conditioning units from the floor above. Got me curious, checked the air conditioning filters, sadly choked with dirt. Haven't been touch in at least a year probably. This room should not have been made available. The only other saving grace are the comfortable beds I know Holiday Inns do have and this location also had. The COVID Breakfast was typical fair for a HIE.. Made a trip to the public men's room (lobby) and very unfortunate. Lacking any attention to being cleaned properly. Floor was also very dirty. (Hotel had very few guests) Checked out and expressed my overall bad experience. Received an "I am sorry." Note to everyone...Find another hotel to stay. My son and I left Richmond to better and...