Extended Stay America Select Suites- Richmond - Innsbrook — Hotel in Short Pump

Hotel Review: A Stay to Forget Hotel Horror Story

I recently had the unfortunate experience of staying at Extended Stay Innsbrook, and I must say it was one of the worst stays I have ever encountered. From the moment I entered the room, it was clear that this hotel was not well-maintained.

Service: The service was abysmal. The staff seemed disinterested in addressing any concerns and were generally unhelpful. When I reported issues, such as the state of the room, they either brushed it off or gave half-hearted excuses without offering any real solutions. Their lack of professionalism and courtesy was truly disappointing.

Cleanliness: The cleanliness of the hotel was shockingly poor. The room reeked of a musty odor that seemed to be a mix of mold and something indescribable. As I looked closer, I noticed visible mold spots on the walls and ceiling, particularly in the bathroom. This is not only unpleasant but also a serious health hazard.

Pests: To make matters worse, I found roaches in my room. Seeing roaches scurrying across the floor and even in the bathroom was absolutely disgusting. It made me question the overall hygiene standards of the entire hotel. No guest should have to deal with such a situation.

Overall Atmosphere: The overall atmosphere of the hotel was depressing. The bad smells and poor condition of the room made it impossible to relax or feel comfortable. Even the common areas seemed to be neglected, adding to the feeling that this hotel is not properly cared for.

Conclusion: I am writing to express my deep dissatisfaction with this experience I had during my stay at your hotel. I believe it is important to bring these issues to your attention so that they can be addressed and rectified for the benefit of future guests.

I was extremely disappointed with the lack of effective management regarding the extermination problem in the hotel. Despite reporting the issue, it seemed that no serious action was taken to resolve the matter, leaving me concerned for my health and well-being during my stay.

I was disturbed by the pervasive smell of smoke in the hallways. It was clear that smoking was occurring in these areas, which is not only unpleasant but also a violation of the hotel’s non-smoking policy. This issue made my stay uncomfortable and unpleasant.

In addition, I noticed that children were frequently running unsupervised throughout the hallways at all hours, creating excessive noise and disturbance. Despite bringing this to the attention of the staff, no effective action was taken to address this behavior. The lack of response from your team made it clear that the staff does not prioritize the comfort and peace of your guests.

It appears that the staff on duty, especially during the night, were not attentive to these ongoing issues. It is disheartening to see that the staff would leave at night with unresolved matters still occurring, indicating a lack of concern for the guest experience. I would strongly advise against staying at Extended stay Innsbrook. The combination of poor service, moldy rooms, a roach infestation, and unpleasant odors makes this hotel a place to avoid. There are far better options out there that actually care about their guests and maintain their property to a decent standard. I urge you to take these concerns seriously and ensure that proper measures are put in place to prevent such issues from recurring.

Thank you for your attention to this important issue. I hope that you will take the necessary steps to improve the management and service at your hotel. Save yourself the headache and book elsewhere. Response not needed because the lack of satisfaction shows your commitment to your guests as well as...

So my partner and I are in between houses currently and decided to stay in extended stay for the month of December so we didn’t have to worry about moving during the holidays. We made the reservation 2 months in advance and everything was set. Check in day comes and I receive a call from the front desk stating that even though we reserved for 3 months they could only do 28 days, no explanation just they couldn’t do more than that. (Later on found out “apparently” henrico only allows you to stay at a hotel for 28 days?). So with no other options we agreed to just keep the 28 days cause we had nowhere else to go that short notice. We go to check in and the guy at the lobby was either extremely new or extremely incompetent. He had no idea how to split payment or anything else. He undercharged us for the first week which caused problems later on- that I’ll explain more on in a moment. Anyways we finally pay get our keys and check in. The room looked nothing like the photos. The carpet was disgusting. The toilet didn’t flush and was barely attached to the floor. There was roaches and something was making us incredibly itchy. The neighbors were loud and rude. Random people walking around outside around your cars. Just basically ghetto. So a few days go by after check in and we try getting into the room, all the sudden our key cards don’t work. We go up to the office where they tell us that we need to pay for another week 2 days early cause they didn’t charge us correctly for the first week. No apology no explanation nothing. Not even a phone call to tell us about the issue. So we pay the bill and go about our day. Same thing happens the next week our key cards stop working early even though we were paid up. At this point we had enough and wanted out. We checked out early and will NEVER be back to this location. Absolutely awful. They don’t explain anything to you. Everywhere is disgusting. And they let other guest be loud and smoke wherever. Smelt in whole place. Also they say housekeeping comes weekly, not once did they come. We had to go up to the desk to ask for trash bags. Also our door had to slam shut in order to close. The locks didn’t work. UPDATE: apparently they DO do reservations for more than 28 days, they tried to say that Henrico doesn’t allow them, their other locations confirmed that was not correct. Total scam. They just want more money so you can’t be locked into a cheaper...

Avoid! The manager added insult after injury here.

I just checked out of this place, and I am glad to call it history.

Lots of problems, when I am normally fairly tolerant, it just reached a maximum amount of failure today.

I am here on business and would have stayed a year even if there were minor issues.

What finally prompted me to go was three days of loud repair work on the roof, which occurred until 8:30PM on Friday, and started up again at 8:45 AM on a Saturday. The loud banging, room shaking, and repetitive noise gave me a terrible headache on each day I needed to rest from work. I went to the manager to find out about a refund for the one night this was a problem, she was unapologetic, because they had apparently notified me. Then I politely asked for another room on the 2nd (not the top) floor. She told me they were booked, when the girl at the counter had indicated they had 6 rooms.

So I immediately packed up in what seemed like a war zone with them banging and giving me a headache. Upon leaving in a hurry to escape this nightmare that I still have a headache from, I did not clean the kitchen. The manager decided she was just fantastic and 'took pictures', and let me know they were going to charge me $25 for this. Charging me $25 for not cleaning up, when I have lost a lot of sleep due to your mismanagement is really over the top, especially when two days prior I had to ask them to clean and they left trash... but I'd have paid $100 to get out of here. Just imagine a jackhammer on your skull and that's what I went through.

Here's the problems:

Air conditioner did not work well. Internet barely works. Doors slamming constantly. Phone did not work for over a week. Elevator is rickety with the floor coming up. I had to REMIND THEM to clean my room. Simply did not sleep well with the very loud guests in the hallway.

It's unfortunate that the manager is unprofessional, because the rest of the staff seems really friendly, and while I understand that they may need to do (a LOT) of work to make this place worth the overpriced rates, it's really unreasonable to expect someone to pay to stay in a place that is noisier than the middle of the freeway.

Fix your place, people, but do it quietly, and be...