Comfort Suites Innsbrook - Short Pump

We checked in around 6pm and brought all of our luggage (1st stop on a 17 day trip)( to find the air conditioner to not be working. We were offered 3 other rooms, which each was found to be unacceptable. While in the lobby we noticed to pool to be empty. It was not our first visit to this location where the pool was unavailable. Although the staff was friendly in working with us, they were less than helpfuk at times in trying to resolve our needs. This will be the last time we book a stay at this location

This was probably my craziest hotel stay ever. I was originally assigned room 317. As you can see from the pictures, it in my opinion below my standards. And that’s saying a lot for me because I am not too picky about hotel rooms unless I’m traveling with a female companion. I was again traveling solo and I just couldn’t ignore the stains on the floor, handicap accessible shower/bathroom, holes in the comforter and so on. I finally decided that I didn’t feel comfortable staying in that particular room. Staff was friendly and very professional and honored my request to pack my stuff up and move into another room, room 313, I believe. I got my belongings and unpacked in the new room. I was sweaty and smelly from a very active day prior to checking in to this hotel. I was planning to take a nice hot or warm shower prior to going out to a comedy show later that evening. Lo and behold, there is absolutely no hot or even warm water in this shower. I tried various times to try to get the water to heat up but to no avail. I was heated! Unfortunately the shower with several stray hairs was not. To add insult to injury, despite having the drainage stopper pulled up, the accumulated cold water was very slow to drain and remained ankle high for some time before going all the way down. Needless to say, I had to take a cold shower before going out to my comedy show event. I visited the front desk to inform them. Again the same manager was very polite and empathetic. She offered to switch my room in the morning, but I declined because the hassle of repacking my stuff and moving into a third room was too overwhelming to fathom beyond my current level of frustration. In the morning I decided to take another cold shower before going out for my Saturday college reunion activities. I finally noticed that the wall next to the shower and bed number two had a damp rug. I noticed because my sock got wet outside of the bathroom floor. I believe there’s a leak or a poor seal somewhere between the shower and the wall between the first bed. If the hotel doesn’t look into this ASAP, they will have much bigger problems with water damage and the possibility of mold growth. This looks s just my humble advice. I can definitely overlook other things like the musty, smoky smell in the first room, as well as the “struggle meal” continental breakfast offerings. Ultimately the thing that made things tolerable was that the staff was friendly and responsive.

One of the worst hotels I have ever stayed at. We woke up to ROACHES crawling on the floor. The comforter on top of the bed was stained and didn’t look like it had been washed. There was black mold growing on the lampshade. The lobby and hallways of the hotel looked like they hadn’t been cleaned in months. It was disgusting.

-While walking through the hallway, it looked as if it had not been vacuumed in weeks, you can clearly see that this hotel needed to be renovated. The wallpaper was peeling off and the baseboards were cracked. I could only imagine what the room looked like. The first room, the furniture is worn, and the toilet was clogged. My partner immediately, went to get another room while I tried to hurry up and change for an event that started at 5. We get to the other room, which was not any better, the wallpaper was peeling off the wall, there was a macaroni noodle in front of the sofa and a piece of candy on the back of the sink handle. The shower frame was damage; there were no towels. The jacuzzi tub looked dirty, so I asked my man to check the bedroom. He said there was a hole in the floorboard. We thought that since it was only one night that we would survive but after the event was over and we returned to the room, we did not want to sleep in the bed let alone stay in that filthy hotel. We went back to the desk and complained, they said call and cancel. I called to cancel before I arrived two days prior, but I was on hold for so long I decided to give them a try since I had already booked. Called the number to this third party to inform them of my experience and tell them that I had checked out and needed to cancel and the person I spoke to refused to call the hotel and process my cancellation. Needless to say, we did not stay in the room we checked out and proceed to go to the Homewood suites nearby who said that they get a lot of people from there complaining about that hotel. THIS HOTEL NEEDS TO CLOSE UNTIL THEY UPGRADE THE ENTIRE HOTEL PERIOD. IT WAS A WASTE OF MY TIME AND MONEY> MY RESERVATAION WAS FOR 2/13TH, I DID NOT STAY, I CHECKED OUT AND CHECKED INTO THE HOMEWOOD SUITES ACROSS FROM THEM AND MY NAME IS MYRA ALLEN

Location is great, staff are okay but the rooms are not clean my toilet was filthy! Bug Roaches everywhere. Told the staff they changed my room 2nd same thing woke up roach in the bed Horrible!! Never again ! No money back said because I stayed in the 3rd room for the rest of my stay! (Never slept)This is Christmas eve mind you! Everywhere was booked! No complimary!!! Stay away!

The 30 seconds that we spent in the room was just long enough to get photos & video of all of the roaches that were crawling across the bed & floor. The front desk clerk couldn’t give us a refund since we booked through a third party, so we’ve filed for a refund after submitting our photos/video. DO NOT STAY AT THIS HOTEL.

Hotel has deteriorated. Smelled and had Bugs in the rooms. Moved me to another room with bugs also. Promised me a refund and instead charged me again. Will be my last stay here.

I travel regularly and this is the absolute worst hotel experience. The room was FILTHY! Room was right above lobby and late night noise sounded like front desk guy was having a party. When I requested clean towels, I was told both nights that there were no clean towels available. When I asked when there might be more, I was told “first come first serve.” Room had a disconnected smoke detector, entire floor smelled heavily of smoke. Will not be returning to, nor will I ever recommend, any choice hotel anywhere. Grossed out and disappointed is an understatement.

This was easily one of the worst hotel experiences I’ve ever had. We found multiple cockroaches in our room, including baby ones on the sink and a full-grown roach crawling in the hallway. Because the room was non-refundable we weren’t even able to get our money back. The room itself was filthy: the couch was badly stained, and the pool was so overheated it felt like a giant hot tub, completely unpleasant. It’s clear this hotel doesn’t maintain basic cleanliness or pest control standards. We ended up leaving and staying at a Marriott instead, which was spotless and actually cared about guest comfort. Save yourself the headache and stay literally anywhere else.

Crumbs on the floor in the room. A clump of hair in the closet of the room. Smoke smell in all the hallways.