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Extended Stay America - Richmond - West End - I-64

2.5 out of 5.0

Recent guest reviews

Water leaks. HVAC not in good condition. Staff gave me a room key to a room that was already occupied TWICE! Went in room on other guests. Not a good experience overall.

There were a number of major issues but the biggest was NO HEAT in the room. We turned the heat up to 90 for an entire hour and it still blew cold air. It was just as cold in the room as it was outside. My daughter and I had to layer up. Spent an hour trying to call the front desk from the room phone and cell. No answer. We drove back to the office where it was unlocked but empty. After almost 15 minutes an on duty manager showed u.p. We could not get moved as they were booked along with all of their other properties. The general manager nor district manager could not be reached. Onsite manager did not know the district manager’s last name and would not give me the number brcausevhe was nit sure if it was his personsl number. Requested a refund which was another fiasco and had to find anither hotel which was all that was available in the area. Had to pay more than double at that location that ESA. Formal complaint to follow.

An extended stay place with not enough cooking utensils tells you everything

Room full of roaches, no bulbs in lamps, toilet leaking water and making continuous noise. No trash can in room. Free Breakfast is misleading. Only some grit packets and muffins. Even coffee cups doesnt Have lids. I can go on and on but I dont want to waste time.

The stove not working. The utensils were not ready. The front desk staff lady was not helpful

I stayed two nights at this hotel. The first room I was given, the toilet didn't flush, so I was moved to another room. Both rooms were barely clean. I had to wipe down and clean everything with clorox wipes and Clorox clean up. There was splatters of blood in my shower, and I found crumbs and alcohol pads in the kitchen area. Also, I had a used wash cloth hanging in my shower and barely enough towels. Management/housekeeping must do WAY better!

Travel has been one hotel after another some good some horrible. My stay here was perfectly comfortable and no smoky smelling room. I would recommend this motel highly.

I stayed for business and it was good besides no quarters available to wash clothes with at front desk. Besides that it was nice and quiet.

The room was very clean And the location was perfect. I will stay again

Front desk staff not present upon check in. Used phone to get in touch. We were "upgraded" to a suit, which was fine at best. It was just a place to sleep on a long road trip, but the bathroom didn't seem particularly clean. The couch had some stains. Certainly wouldn't stay again, but you can't expect much from a cheap hotel.

Hotel was available and conveniently located so that we could visit family at the International Learning Center.

Checked in around 10 PM - the lobby door was locked. Eventually the night auditor came around to let me in. The room (#373) had an odd smell. There was a dead cockroach in the bathroom. The tub wasn't clean. There were few towels and ZERO coffee cups. The hallways were unkempt. There was no answer at the front desk when I called for the internet code.

Staff only available until 11pm, curtains were hanging crooked & could not be closed fully. The phone did not have a dial tone.

I just needed a basic clean, quiet room with frig & furnished kitchen area located near the several Glen Allen places I needed to visit. This was ideal for me. At check-in the front desk staff person was very helpful answering my questions.

experice was good, service from front desk was very professional, would tell family and friends that this is a nice place to stay.

Looking at the picture online gave me the impression that this was at least a decent hotel to stay in for one night. Upon arriving, the outside of the hotel looked okay, but could have used some work. A storm was coming so I overlooked the landscaping and abundance of insects flying around, as well as the dirt & debris on the sidewalks. The staff was friendly, very easy to check-in. When I went to my room, OMG. The non-smoking room I had requested smelled stale of cigarette smoke, old and moldy. The comforters were stained with OMG (can't say here). I pulled the comforter back and OMG, there was already hair in the bed sheets, and it wasn't mine. The place needs to be disinfected, deodorized, renovated and updated. I would't stay in that place if they paid me triple the amount I paid to reserve it. Do yourself a favor...keep looking. This hotel should be down graded to a zero star hotel.

I'm a single woman and they put me on the backside of the far building. They gave me a room on the second floor with a broken security lock and I then requested a room with a working security lock; they gave me a room on the ground floor. The room was not clean. The tub was dirty and had a moldy shower curtain. There was no fan in the bathroom and the bathroom and kitchen floors were sticky. The microwave and refrigerator needed a good cleaning. The bed had cheap itchy sheets and creepy pillows. You could hear people upstairs and the last night I was there it was really loud. That morning when I went to my rental car and there was a burnt down cigarette butt on the hood of the car. The front desk said, sorry about that. I was happy not to spend another night there.

The front desk clerk was great. The hotel is just very average. Thats seems to be what I always get on [...] bookings.

Showed up early but they got me checked in anyways. Nice clean rooms in better shape than a lot of the other long term stay places.

Room was clean, but missing cooking items. The bathroom faucet leaked all night. I told the staff member at the desk when I checked out, she said Ok I'll tell someone to fix it. She did not ask someone how I could be compensated for my unrest.

10961 W Broad St Glen Allen VA

Hotel highlights

  • Free on-the-go breakfast
  • Free WiFi in rooms and public areas
  • Free parking
  • Laundry facilities

Located in Innsbrook within a mile (2 km) of Children's Museum of Richmond, Extended Stay America - Richmond - West End - I-64 is within a few miles (5 km) of Short Pump Town Center. This 142-room hotel has free breakfast along with conveniences like free in-room WiFi and free self parking. Lewis Ginter Botanical Garden and Children's Museum of Richmond are also within a 20-minute drive.


Dining

Free on-the-go breakfast is served each morning from 6 AM to 9:30 AM.


Rooms

The 142 air-conditioned rooms feature kitchens with refrigerators, microwaves, and stovetops. 32-inch flat-screen TVs come with cable channels, and guests can stay connected with free WiFi. Coffee makers, free local calls, and ironing boards are also standard. Weekly housekeeping is available.


Property features

Guests of Extended Stay America - Richmond - West End - I-64 enjoy free WiFi in public areas, coffee in a common area, and laundry facilities. If you drive, take advantage of free parking. Front-desk staff can help secure valuables, and provide local restaurant recommendations.

Room options

Deluxe Studio, 1 King Bed with Sofa bed, Non Smoking

King 1 | Sleeps 4

Studio, 1 King Bed, Non Smoking

King 1 | Sleeps 2

Studio, 2 Queen Beds, Non Smoking

Queen 2 | Sleeps 4

Guest reviews for Extended Stay America - Richmond - West End - I-64

Everyone (7) Business (3) Couples (8) Family (2) Other (4) Friends (2)
2
Everyone

Water leaks. HVAC not in good condition. Staff gave me a room key to a room that was already occupied TWICE! Went in room on other guests. Not a good experience overall.

By on Mar 16, 2018

Review comment responded on Mar 18, 2018

Please accept our apologies for the maintenance and service issues you encountered while you were here. We have shared your feedback with the respective teams and will certainly step up our efforts to improve our guest experience moving forward. We hope you will consider a return visit as we would welcome the opportunity to restore your confidence in our hotel. Sincerely, Hotel Management

1

out of order!!

Everyone

There were a number of major issues but the biggest was NO HEAT in the room. We turned the heat up to 90 for an entire hour and it still blew cold air. It was just as cold in the room as it was outside. My daughter and I had to layer up. Spent an hour trying to call the front desk from the room phone and cell. No answer. We drove back to the office where it was unlocked but empty. After almost 15 minutes an on duty manager showed u.p. We could not get moved as they were booked along with all of their other properties. The general manager nor district manager could not be reached. Onsite manager did not know the district manager’s last name and would not give me the number brcausevhe was nit sure if it was his personsl number. Requested a refund which was another fiasco and had to find anither hotel which was all that was available in the area. Had to pay more than double at that location that ESA. Formal complaint to follow.

By , from Maryland on Mar 12, 2018

Review comment responded on Mar 14, 2018

Tonya, thank you for taking the time to review our hotel. We were disheartened to read about the problems you experienced, and we hope you will accept our sincerest apology for what transpired. We are taking steps to ensure future guests do not encounter the same issues. We truly hope you will give us another chance to prove that we are committed to providing outstanding accommodations and service. We look forward to having you visit again so we can provide you with a better experience. Sincerely, Hotel Management

2

there could be worst

Everyone

An extended stay place with not enough cooking utensils tells you everything

By , from VA on Dec 17, 2017

Review comment responded on Dec 18, 2017

Thank you for being our guest. We are sorry you did not enjoy your stay, and we apologize for failing to live up to your expectations. We hope you will return so that we can have an opportunity to provide you with a better experience. Sincerely, Hotel Management

1

terrible experience with roaches,

Everyone

Room full of roaches, no bulbs in lamps, toilet leaking water and making continuous noise. No trash can in room. Free Breakfast is misleading. Only some grit packets and muffins. Even coffee cups doesnt Have lids. I can go on and on but I dont want to waste time.

By , from charlotte on Sep 23, 2017

Review comment responded on Sep 25, 2017

On behalf of our entire team, please accept our sincerest apologies for our hotel not living up to your expectations. We do not take these concerns lightly, especially with the cleanliness of the hotel. We will address this matter with the head of our Housekeeping Department and housekeeping associates immediately to take corrective action so that it does not happen again. We hope to have the opportunity to redeem ourselves on a future date. Sincerely, Hotel Management

1
Everyone

The stove not working. The utensils were not ready. The front desk staff lady was not helpful

By on Oct 18, 2016

2

needs major improvement

Everyone

I stayed two nights at this hotel. The first room I was given, the toilet didn't flush, so I was moved to another room. Both rooms were barely clean. I had to wipe down and clean everything with clorox wipes and Clorox clean up. There was splatters of blood in my shower, and I found crumbs and alcohol pads in the kitchen area. Also, I had a used wash cloth hanging in my shower and barely enough towels. Management/housekeeping must do WAY better!

By , from Glen Allen, VA on Aug 19, 2016

5

from the time i arived the staff took care of me.

Everyone

Travel has been one hotel after another some good some horrible. My stay here was perfectly comfortable and no smoky smelling room. I would recommend this motel highly.

By , from Cincinnati on Mar 17, 2016

4

not bad

BusinessTravelers

I stayed for business and it was good besides no quarters available to wash clothes with at front desk. Besides that it was nice and quiet.

By on Apr 6, 2015

4

out of town getaway

Couples

The room was very clean And the location was perfect. I will stay again

By on Jan 5, 2015

2

average room

Couples

Front desk staff not present upon check in. Used phone to get in touch. We were "upgraded" to a suit, which was fine at best. It was just a place to sleep on a long road trip, but the bathroom didn't seem particularly clean. The couch had some stains. Certainly wouldn't stay again, but you can't expect much from a cheap hotel.

By on Apr 30, 2014