Aloft by Marriott Richmond West Short Pump

Location

Check-in associate didn’t make an effort to find Marriott Rewards number (Emily Daniel’s aka Barringer)… instead lied and told me he had found it by giving me the last 4 digits ALL WRONG! Mattress wasn’t as good as previous stay 2 weeks prior. Room trash cans not emptied daily. … yesterday’s trash STILL in can when I returned to the room.

ZANE WAS AMAZING! I'd stay again just to experience the level of customer service that she provided.

Location

No swimming pool, no maintenance at night. and the free breakfast was a joke.

The location is lovely, right in the middle of a walkable shopping and dining area that is quaint and colonial. The hotel itself was a different story. It looks like it is still under construction, with drywall dust on the room floors and windowsills, unfinished caulking, etc. We had to switch rooms because the first one had only scalding hot water. In the second room, the toilet wouldn't flush. At that point, we weren't going to move rooms a third time, so my husband rolled up his sleeves and fixed the toilet himself. The room phones in each room were mutilated, with half the buttons ripped off and no labels to explain how to call the front desk or get an outside line. No instructions in the room whatsoever, including how to raise and lower the electric blinds. The bathrooms didn't even have hooks for hanging your hand towels or wash clothes. There was one hook outside the shower, but that was it. No hooks on the doors or in the room itself. It was all very bizarre. The front desk staff apologized for the issues and promised a manager would speak to us the next day, but that never happened. It is also difficult to get around the building. There is one elevator that gets you from the parking garage to the lobby, then you have to travel across the lobby and to a second elevator to get to the rooms. You also have to travel through multiple fire doors in the process that aren't particularly accessible for a person with a disability. I definitely wouldn't stay there again.

The bed was comfortable. Parking was free.

I should have paid a little more attention to the reviews that said ‘lack of amenities for the price’. Overall, the pictures didn’t meet the reality. The property feels more tired than the pictures reveal. Everything is very surface level (bright colors, etc.). The ottoman in our room had a big stain. The hallways were hot and drab. We paid for location and nothing else. In hindsight, we should have gone a few more miles up 95 towards Ashland for a hotel with free breakfast and a pool.

Bed was comfortable (but no extra blanket in the room)

Black sticky goo (caulk that got dirty?) was on the floor next to the shower, shower gel was empty and/or the pump didn't work, only 3 facial tissues left in the box, music pounding through the floor until 11;00 pm

Free parking

On 2nd day of stay, Came back to room (after 12 hours) to find my room unlocked - deadbolt was engaged AFTER I left - by the cleaning staff. My belongings were exposed for and ENTIRE DAY! Reported to front desk. There was NO OFFER of any type of restitution. Very disappointing from a Marriott hotel