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

Staff always great service m

Nothing

Location

The location was great.

The floor in the room was sticky, the AC was not plugged in upon arrival, the television was unplugged. I understand it’s an extended stay and they were trying to save money, but for a customer to have to figure these things out is a preventable problem. Also, I’ve never stayed in an extended stay hotel that the front desk was closed until 9am. This made checking out difficult.

Nothing, absolutely nothing because the room had roaches and hair in the refrigerator which resulted in my sister and I leaving the keys on the bed and finding another hotel to stay the night at! Which caused unnecessary added expense, elevated levels of stress as we were women driving around alone at 11 pm at night unfamiliar with the Richmond, Va area trying to find another hotel decent hotel we would be comfortable spending the night in! I like absolutely NOTHING about this experience from the start and it still hasn’t been finished because I still haven’t had my issues resolved or my money returned and it’s been almost an entire week smdh it’s very simple we did not stay in the room we paid for because of the conditions we found refund my money!

The room had roaches, there was long strands of black hair on the shelf in the refrigerator, the main desk was zero help, and has been giving me the complete run around I had to call from my sister’s phone just for the front desk to pick up because every time I called from my phone there was no answer the day after this all occurred. The guy that answered the phone the night we booked and saw all this literally said the roaches must’ve walked in from outside when we did smdh so I asked him did the strand of hair walk in from outside too??? we did not stay and I STILL have not received my money back, this entire experience was ridiculous and disgusting and frankly unsafe as it was 11:00 pm in Richmond, Va and two women alone were trying to find another hotel because the one we booked was roach infested and nastily cleaned if cleaned at all because how does someone’s hair get into a refrigerator on the shelf?

Friendly staff, location

Bathroom ... ,bathtub not clean at all

Office staff were pleasant and tried to please, but the first desk clerk wrote the wrong room number on my room key. It was so dark I couldn't read the room numbers (entrances are outside) so I went back to the office. He kindly escorted me to the second room from the office, 104, but he had written 304. Bed and refrigerator looked clean.

Some ticks are dangerous and I saw one crawling on the wall a few feet from the bed soon after I arrived. Office was closed 10:00 PM to 10:00 AM! I called from their outdoor phone and told someone. No one came so I went back. Someone came with the key to the room next door, but I decided to check out because I did not feel safe. Prepaid 3 nights. Night man with the key to a new room said it would take a few days for refund. I went back the next day to get packages I had sent there. I called from the outside phone. I was told I had to wait to 10:00 AM even though two people had told me someone would retrieve my packages as soon as I arrived, even though office was closed. The Sunday morning clerk said they do not give refunds, something about it being in their system. People in the parking lot outside the hotel at night when I arrived looked like they were engaged in criminal activity. It is called extended stay, but kitchen cabinets were empty. I later saw a sign in the office that you could buy utensil kits.