This profile has been claimed by the business owner or representative.
Extended Stay America Select Suites - Richmond - Innsbrook
- Hotels
- Glen Allen, VA
About this business
Location details
10060 W. Broad St., Glen Allen, VA, 23060, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
To be an Extended Stay America this is probably the worst I have seen. As soon as you walk in you smell weed the floors are visibly dirty, the luggage cart is bend with one wheel off the ground, the room was definitely not clean pictures visibly stained, the floors are literally black from not being clean, fridge had food debris is it, chairs were dirty ugh just everything, my grandbaby could not even play with his toys on the floor,Only allowed to change towels out so for 5 people we were only allowed 2 towels,2washclothes ... read more
Business response:
Dear Sarah, Thank you for your feedback. We deeply regret the issues you experienced during your stay. Cleanliness and comfort are top priorities for us, and we apologize for falling short. Your comments will be shared with our team for immediate action and improvement. We hope you will reconsider and give us another opportunity to serve you better.Sincerely,Hotel Management
Cleanliness is definitely a issue, the music has been loud from the other guest adjacent to the room, the room above the children stomping or running until 9pm -10pm every night, the wandering of guest or non guest like they are on drugs, the smell of weed when you come in the door, the staff has been great at the desk but definitely there is a issue with housekeeping and maintenance, you only get 2 towels for 4 people, very out dated stove hardly works, dishwasher does not work, the phone and internet service is horrible, t... read more
Business response:
Dear Sarah, Thank you for your detailed feedback. We’re sorry to hear about the issues you encountered during your stay. Your comments about cleanliness, noise, and amenities are being taken seriously, and we are working to address them. We're glad to know our front desk staff was helpful and appreciate your patience during your stay. We hope to have the chance to serve you better in the future.Sincerely,Hotel Management
They need to do better! This stay was not up to par. My family and I were not satisfied with our stay or room at all! They did not have our room that was reserved a month in advance and the alternative room that was given was ok, but it was not clean what so ever. Both bathrooms were disgusting when it came to the bed sheets and the bathroom. We had to buy our own cleaning supplies to clean and it still was not clean even after that. Bugs were very much present and because we had a 3 month old with us we did not complete our... read more
Business response:
Dear Guest, Thank you for bringing this to our attention. We’re deeply sorry to hear about the issues you encountered with your room and the cleanliness standards during your stay. This is certainly not the experience we aim to provide, and we regret the inconvenience caused. Your feedback is critical, and we will address these concerns with our team to make necessary improvements. We hope to have the opportunity to offer you a much better experience in the future. Sincerely,Hotel Management
Upon arriving there was very limited staff(1 person), so we had to wait 5-10 minutes to start checking in. Then the system went down and it took longer. When the person asked if we would like to see the room first...that should have been where the journey ended. We inspected the room and it had damp, sticky floors and the air was very stuffy due to the ventilation not being on. We checked in, went to our event and then returned late and our keycards would not get us in the hotel door. We were stuck outside with another guest... read more
Business response:
Dear Jon, Thank you for taking the time to share your experience. We sincerely apologize for the numerous issues you encountered during your stay. This is not the level of service or comfort we aim to provide, and we understand your disappointment. Rest assured, we will investigate each concern thoroughly. Your feedback is invaluable as we continuously strive to improve. We hope to have the opportunity to regain your trust in the future.Sincerely,Hotel Management
First floor had bed bugs Second floor had roaches Third floor smelled like mold? But the staff was wonderful!!! Very nice and helped out where they could
Business response:
Dear Dorcas, Thank you for sharing your feedback, and we apologize for the issues you encountered during your stay. We take reports of pests and odors very seriously and will address them promptly. We're pleased to hear that our staff provided excellent service despite the challenges you faced. Your satisfaction is important to us, and we hope to have the opportunity to exceed your expectations in the future.Sincerely,Hotel Management
Nasty I left that terrible room
Business response:
Dear Thomas, Thank you for sharing your experience. We're deeply sorry to hear that your stay did not meet your expectations. Your comfort and satisfaction are paramount to us, and we apologize for any inconvenience you encountered. We're actively addressing the issues you've raised to ensure improvements in our service and accommodations. We value your feedback and hope for another chance to exceed your expectations.Sincerely,Hotel Management
Desk lady was very nice. Entire hotel smelled of cigarettes. Room was a very nice room honestly but the beds were very uncomfortable. The sofa pullout bed was in very poor and dirty Condition
Business response:
Dear Jeremy, Thank you for your feedback. We're glad to hear that you found our desk staff friendly and appreciated the quality of the room. We apologize for any inconvenience caused by the cigarette smell and the condition of the sofa pullout bed. Rest assured, we take cleanliness and guest comfort seriously, and we'll address these issues promptly. Your comments help us improve, and we hope to welcome you back for a more comfortable stay in the future.Sincerely,Hotel Management
When we got there , it was not clean and the hallways smelled really bad , and when she took us too the room the room looked alright until we turned everything off and there was a couple roaches crawling around , no sheets for sofa bed and no one in front desk to complain to at night or in morning , wouldn’t recommend to anyone , people were dealing drugs outside , everytime we walked out for anything definitely not worth the money to stay here
Business response:
Dear Ruby, We are deeply sorry to hear about your disappointing experience during your recent stay with us. Cleanliness and guest comfort are our top priorities, and we regret falling short of meeting your expectations. We sincerely apologize for the issues you encountered with cleanliness, pests, and the lack of available staff during your stay. Additionally, we are deeply sorry for the discomfort caused by the situation outside our premises. Ensuring the safety and well-being of our guests is of utmost importance to us, an... read more
Frequently asked questions about Extended Stay America Select Suites - Richmond - Innsbrook
How is Extended Stay America Select Suites - Richmond - Innsbrook rated?
Extended Stay America Select Suites - Richmond - Innsbrook has a 3.3 star rating with 1,389 reviews.
When is Extended Stay America Select Suites - Richmond - Innsbrook open?
Extended Stay America Select Suites - Richmond - Innsbrook is open now. It will close tomorrow at 12:00 a.m.