Extended Stay America Suites- Richmond - Glen Allen - Short Pump — Hotel in Short Pump

My family moved to Virginia over the summer and our housing situation was not ready so we decided to take a chance with this location. Upon checking in, we were given a room with heavily stained carpets and drapes. When we asked if we could move rooms, we were told it was the only room available and they weren’t sure when a room to meet our accommodations would be available. We adjusted. Since we have been here, mail and packages that have been sent here (paychecks from previous employer and Amazon packages) has either come up missing or magically appeared several weeks later opened with parts of it missing. Also, my cards on file have been charged before my bill being due and without my consent (Saraj) and even when I’ve asked that I be called for authorization, this has continued even to present day. If that wasn’t enough, my minor teenage daughter has been trafficked by staff members where other staff members have witnessed certain things as well as surveillance footage. An adult man (Darnell) was supplying drugs and alcohol to my child in addition to giving her vacant rooms, as well as, two women (Terri and Savannah) who would give him information as to which rooms were out of order/vacant and supplying them keys. When it was brought to the extended stay’s attention, I was told the employees no longer worked there; however, several weeks later, after involving law enforcement, one of said “ex” employees made us keys to get into our room while another one was supposed to be working . I had to get law enforcement involved once again and still no one from management reached out to me, I had to again reach out to management with no resolution as I was promised (Jason and Reggie). The adult man who was involved continuously is on the property and behind the front desk. Now, suddenly we are told that we have an outstanding balance that they somehow werent aware of until a couple of days ago and my cash payments have mysteriously disappeared and they will not look into it any further (Noellie and Reggie). Since Wednesday, my “outstanding balance” has changed 4 times. When I ask to speak to someone in upper management, I’m being told they cannot give out their information. When I ask for the name of their director, I have been ignored repeatedly yet when I reached out to the corporate office, they gave me the name of Kathy Cooper with Aimbridge Hospitality. There are so many other things that have occurred during our stay but I’m sure there is not enough room for much else. Something here...

BLUF: Please avoid. I was traveling to Richmond for a youth sports event for a two night stay on Memorial Day weekend. Party of four: two adults, two kids plus a dog. Given this, I called the hotel number and made a reservation for a two-bedroom suite the day before arrival and then confirmed on the morning of arrival and had the email confirmation for it. When we get there, though the hotel was in corporate area it did not look the most well kept.

Here is how the checkin experience went: Initially they attempted to charge me for a pet even though that was already quoted in the original price. This was minor and fixed. I was initially given key for a room that already had someone inside. This was apparently a staff member that had done the night shift. I was then given a different room where the key did not work. So, once I had the staff help open the door, I found that they had given me a room with a single queen size bed instead of a two-bedroom suite. Once I went back to the front and reported it, I was told that only single bedrooms were available. The only option provided was two separate one bedroom suites. First they offered the above two rooms in separate buildings. Once I pushed back since there wasn't a good way to split the guests, they tried to find two rooms in the same building (different floors). When I went to check out the room with the staff, was rudely informed by a repairman who was already in the room that the room was not ready. The front desk staff tried to defend this, not having empathy for the stuff that they had already put us through. All this with all of our unloaded luggage and the dog in tow; I felt like I was homeless for a moment. We decided to find a last minute hotel reservation on Priceline 20-minutes away, and we were glad that we did not stay at this place. The hallways and rooms are drab, look dirty and smell of smoke (tobacco, weed).

Again; please avoid. I wish I had taken pictures or recorded this...

Let’s start with the fact that the room had roaches. I had to come home, take all our luggage to a laundromat to wash dump, clean and sanitize so that we would not bring them home. Had to thoroughly clean the rental car we were in because some ended up transitioning over into the car. The room smelled like smoke next-door was smoking weed. The refrigerator was leaking. There was no latch on the door, so my toddler was easily able to just walk out of the room if he’s so pleased, which he tried. Someone who was not staff walked into our room while we were getting dressed. We could not get any clean linens or towels until the third day mind you we had a four day stay. We cannot get any of the Plate, pot, pans, and etc the entire stay. They couldn’t even transition our rooms because majority of their rooms were either taken by staff or long-term residents. Mind you there was shooting on at least two of those nights. The only thing that they offered at first was my deposit back. Now they are trying to only give me one night back out of 4. To stay in such horrible environments and not being able to leave because it was so last minute, I think I deserve more than just one night and my deposit. If I could read this place as Zero I would, it was extremely horrible and a terrible experience, especially for my first time being in Virginia. The only thing great about it was the location, close to food...