Holiday Inn & Suites Richmond West End by IHG

The beds were comfortable.

At check-in, they wanted to charge $100 more than the booking.com price. We stood at the desk for a LONG time trying to sort this out, then they finally gave us our keys. They called at midnight to talk about it some more. Then, the front desk called AT 5:13 IN THE MORNING, waking me up from a sound sleep, to talk MORE about the problem with the charge. I was flabbergasted. As a hotel, you literally have ONE JOB, to let your guests get a good night's sleep. There were also about 30 gunshots outside during the night, thankfully no one was killed (and I'm aware that's not the hotel's fault.)

Everything i will stay again when I go back very clean staff was great very professional

I arrived late at night. The desk agent was friendly, efficient and thoughtful. The bed was very comfortable. The room was very quiet, I never heard anyone through the walls or from above.

The toilet handle had to be held down until the flush was finished to be completed. When I arrived it looked like the previous flush wasn't completed. There were also dried spots of something on the floor of the elevator. This was why I rated lower for cleanliness

I asked for a refund due to fire alarm going off briefly and staff not available to confirm what was going on. I was not easily mobile due to sprained ankle. I was denied an refund .

It was fine. Not great. Clean because it’s new. The room was incredibly small. Like barely move small. The bathroom was so small the sink was outside of the actual bathroom. The surrounding area is quite odd. The staff was very kind and helpful.