Aloft by Marriott Richmond West Short Pump

It looked very nice, clean, and updated from the lobby.

This hotel’s handling of our reservation was shocking—easily one of the most disappointing experiences I’ve ever had with any property. We booked in advance, called three hours before arrival, and still received zero communication that our reservation had been cancelled due to overbooking. We only discovered this after arriving with our bags, ready to check in. What made the situation even more demoralizing was the way it was handled. Instead of taking responsibility, the staff initially questioned whether we even had a reservation, which felt like an attempt to shift blame rather than address the issue. With a line forming behind us, the experience became not only frustrating but humiliating. There was no urgency, no ownership, and no effort to make things right. The front desk associate wasn’t rude, but she was completely unequipped to problem‑solve. She even asked me how I planned to resolve the hotel’s mistake—despite the fact that I had already paid $250 for a non‑refundable reservation. I had to remind her that I’m a guest, not an employee, and that finding a solution was her responsibility, not mine. We were excited for this stay, and instead we were left stranded, stressed, and disappointed. The lack of communication and accountability was unacceptable, and the customer service fell far below even basic expectations.

Rooms were clean. Great water pressure in shower

Could barely hear the receptionist from the loud music directly behind check in. Music lasted to midnight and could be heard on the 4th floor.

Cool atmosphere

Staff was very nice but not so welcoming kinda like I was treated as work and not a desired guest

Booked a room and the mattress was ripped and looked like someone peed on it. I went straight to the desk with pictures and demanded a refund because I was sick to my stomach. Ant was also running across the bed. They offered me to switch rooms and did not give me a refund. Refrain from staying here because you will be very disappointed if you can even lay on the bed.

beds were super comfy. the complimentary water and coffees/teas. delish

well. it was noisy the night I stayed. people very loud in the hallways and slamming the doors. very sensitive walls and noises.

Location

It was freezing cold and the pool is a lie. There is no pool and you can't turn on the bathroom light without illuminating the entire room

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Atmosphere

Everything was great