Residence Inn by Marriott Richmond Northwest/Short Pump — Hotel in Short Pump

I’m going to start with saying, save your money and rent at another hotel or an airbnb. I have never stayed at a place this bad and I have travelled a lot. I’m going to list the issues because there were so many so let’s start from the beginning: 1: All of the hallways on every level, stairwells, and elevator smell strongly of cat pee to the point I had a headache. (Thank god my room did not) The walls of the entire hotel look beat to hell. Of the two elevators, 1 didn’t work at all and the other “worked” but sounded like it was about to fall apart whenever it opened, closed, and quite literally moved. The door sensor cover is missing on my room and many of the others. (Shown in picture). The room across from me had plastic all over the door with red tape (praying it meant renovation) Curtains were all torn and quite honestly look like they were involved in a shoot out from the amount of holes The air conditioner had such a loud piercing sound when it turned on I contemplated sleeping on the couch and could hear the one in the hotel room next to me The toilet makes a piercing loud sound when flushed. The lights to the bed were not all working and were definitely not cleaned based off all the greasy fingerprints. I almost got trapped in my hotel room when trying to leave and had to literally brace the wall with my leg and pull with all my weight to get it to open. After I checked in, I told the front desk lady about the issues to begin with on my way to get food. She passed it all off and stated that the curtain was probably ripped from the cats and never offered a swap out. First, I have a cat…that’s not from a cat but it makes sense why the entire place smells like cat pee. Second, I didn’t want to swap because my room didn’t smell and honestly the bed and the bathroom were clean which is all I needed. Initial check in lady did not know anything about breakfast or what they even offered. She only knew the hours and said she didn’t know if there were eggs or cereal but assumed there was some. At checkout, after I was in a sweat from attempting to get my door to open, I told the new front desk lady about all my issues and showed photos and videos. My room was paid for by my company so I didn’t care to get anything back but I felt that I needed to make sure they knew. She profusely apologized, stated she would add points to our Marriott account and offered for me to get something from their market for the inconvenience. I appreciated her care and urgency to fix it for me. That being said…the market was virtually empty so even if I wanted anything I had the choice of Cheetos or a water. I ended up getting a banana and Udi’s muffin from the breakfast area and going on my way. Lastly, I have a gluten allergy so I get that typically my food isn’t like the regular versions. I appreciated them having Udi’s there because it’s a brand I trust and eat often. That being said, that muffin was THE DRIEST I have ever had in my 26 years of life. One bite required a water chugging session to wash it down.

So if you’ve made it this far, you already know that this place is not worth your time or money. They need to renovate (or tear down), restock their pantry, deep clean, and retrain staff to be like the Second Lady I encountered at the front desk. Marriott should be ashamed to have their name...

Unfortunately my stay at the Residence Inn was quite unpleasant as some of the housekeepers and the housekeeping manager and myself disagreed on how my room should be serviced.

Having a 14month old infant with breathing issues and a handicapped mother I asked for clean bedding every other day. The first day I requested my bed changed I was told by Thelma the housekeeper that if my room was being serviced after 2pm the hotel rules were that you could not get clean beddings, after my conversation with her I called the front desk and requested for my room to be cleaned before 12pm for the duration of my stay, I had to call daily for service.

Not sure what transpired but the housekeeping manager accompanied Thelma to service my room. After they left my mother discovered that her room was not properly cleaned so I called the front desk asked if they could send Thelma to my room, instead the housekeeping manager came and informed me that once my room has been serviced that cannot come out a second time. I informed her that the room was not properly serviced and she informed me that she cleaned it herself. I then accompanied her to my mother's room and showed her the gloves that were never worn to clean the room along with the rags and the trash in the trash can.

Another incident was I had stripped the bed down as my son had sprayed in the air while I was changing his diaper and the housekeeper picked the dirty beddings from the floor and made the bed with them.

The day I decided that I can no longer continue staying at the hotel was when the housekeeping manager accompanied the housekeeper to clean the room I asked if I could get my sheets changed and she informed me that she could bring me clean sheets and I can change them myself as the rules for extended stay guests are clean beddings every 7days . We had an argument I then informed the front desk that I will be checking out the next day. Later that evening I discovered that the bedding were dirty and had black and blond hairs in my bed, went to the front desk and got clean bedding and changed them myself.

The next morning I came to talk to Seth the hotel manager who was not there the previous day. He immediately interrupted me and informed me that he was told that I needed service every day and I can contact 1800 Marriott. I tried informing him of my beddings he then informed me that he had no way of knowing how the hairs got there and he did not have a blonde housekeeper and again I can contact 1800-marriott. I had asked for a late checkout while I was loading my car he came and asked my mother why were we still...

First, I will start by saying I love Marriott and the Residence Inn line is my favorite. However, this was not a good experience. I would go as far as to say that this was the worst in my relationship with Marriott.

The Hotel is aged badly. But that happens and I am sure you will get upgraded to the status of other Residence Inns soon.

Check-in was super-fast, however not correct. Upon arrival, I came in. Waited for some on to come from the back. Mentioned I was there to check-in and stated I had done so on the APP. The lady asked my name, looked on her desk and handed me a set of room keys with the room number on them. Never asked for an ID, never thanked me for choosing Marriott and never thanked me for being a Gold member.

Drove to the other side of the hotel to unload my luggage. As I was walking up an apparent guest opened the door for me. I thought nothing of it and thanked them. When I returned to my car for the second load, I noticed the door was wide open and no one was holding it. Apparently, it is broken and is a safety issue being wide open. Two safety issues in a row.

Two hours later I went to dinner and found the door still wide open, even though I saw no less than two Marriott employees in the same hall.

During the evening we decide to watch some TV before turning in, in our room, 228. We could hear people in the below room and outside, over the TV. I just figured the hotel is aged and let it go.

The next morning my wife was preparing to get ready for the day and our next trip to another Marriott and found that the shower water would not get hot. She waited for 10 mins or more and then called the front desk for assistance. The person on the other end said they would alert engineering and hung up. No sympathy, can we move you to another room, we will be right there. Just a hangup. My wife and I waited an hour and a half, packed out stuff and left for the next Residence Inn in Newport News, dirty and a day early.

To top everything off, on my ride to Newport News, I called and asked to speak to the GM in Short Pump. It was about 145PM. The person said the GM was gone for the day. I asked for voice mail. I was transferred. Explained this was the worst stay ever, please give me a call. I left my number twice. It has been 5 days and I have heard from no one.

Lastly, I am an avid reviewer on Trip Advisor, with more than 20K followers. I need to let everyone know of the terrible service at this hotel and the...