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 |
I chose this hotel because of the continental breakfast listed on Expedia. This is absolutely not true, and considering that I am don’t have a car here, this created a big problem for my trip. Very disappointed!
Business response:
We are sorry for not meeting your expectations with our complimentary grab-and-go breakfast offerings. Your comments will be shared with our Brand Leaders to assist them when determining new selections for future implementation. We hope you will consider giving us another chance so we can provide you with a better experience in the future. Sincerely, Hotel Management
Not like it used to be staying here First room we where put in had items left in place from last person who stayed. Also bed looked like someone slept on the top of the blankets. We left for dinner and returned to find the carpeting soaking wet. We where moved to a different room that had ants everywhere. I usually like staying at the extended stays but seems they are getting a bit run down these days. The last complaint is they have a pool listed as being available however it’s been concreted in and there’s about half a doz... read more
Business response:
Allen, thank you for choosing to stay at our hotel and for sharing your comments. We are disappointed to read about the numerous issues you encountered and the inconvenience they caused. Please accept our apologies for failing to deliver the exceptional stay you deserved. All feedback is taken seriously, and we hope you will stay with us again for a much improved experience the next time your travels bring you this way. Sincerely, Hotel Management
Room was not clean. 1 half roll of toilet paper. Housekeeping did not show up for work. Phone not working. 5 tv channels. Horrible smell. Sheets looked used. Shower had hair in it. Front desk always unattended. Would never stay again.
Business response:
Thank you for sharing your thoughts about your stay with us. We sincerely apologize for the service and cleanliness issues you encountered during your visit. We have room inspection processes in place, and we are working with our Housekeeping team to see where we dropped the ball. It's our goal to provide an excellent customer experience, and we hope you will give us another opportunity to prove this to you on your next visit. Sincerely, Hotel Management
Business response:
Dear Jessica, we are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management
It was very difficult to find. The room was NOT what I reserved & paid for. The room did not look very clean. The front desk became very upset and accused me if calling her names, I did not, when she asked the manager how to refund my money. She was rude! She was unable to talk normal and I was happy we were not staying there. I would never recommend any Extended Stay America!
Business response:
Thank you for sharing the specifics of your stay with us. Please accept our apologies for the reservation mix-up and the service issues you experienced. We will investigate what went wrong in your instance. Although what happened is not typical, we obviously have room to improve and we assure you we will. We are reviewing the situation as a training tool to improve our procedures and to ensure this does not happen again. Thanks for being our guest. We hope to have the chance to make it up to you on a future visit. Sincerely... read more
Check in was easy. But the staff doesnt bring things to you, you must go get it. The whole place has a zoo odor to it. The bath tub wasn't clean, pillows are flat, towels were ripped and some had hair in them when we opened them, kitchen counter and top of stove were dirty, and the shower had very little pressure. I would say this room is only worth avout $40/night and that is being generous.
Business response:
Thank you for being our guest. We are sorry for the service and cleanliness issues you faced in your room. Your comments have been shared with our front desk team to improve our future guests’ experience. Meanwhile, we have also asked our housekeeping team to make sure that your room receives a deep clean to remove the smell. We encourage you to try us again in the near future and are confident you will enjoy a better stay. Sincerely, Hotel Management
It just wasn’t what I had expected I stayed at a different (similar class) hotel previous weeks. Thought I should give this facility a try, it was a little more in cost but the rooms looked clean and updated. The photos were so deceiving to say the least. The breakfast wasn’t a breakfast but grab and go food, like powerbars and mini muffins. My last night of stay, I had several mysterious bug bites that resulted in swelling, itchiness and pain. The overall stay was just uncomfortable. I can’t say I would recommend this to an... read more
Business response:
We are sorry we failed to provide you the clean and comfortable suite you expected. We regret the unwanted visitors you encountered in your room. Thank you for bringing this to our attention. We have scheduled additional treatments to prevent this from happening again. We will make a note of your feedback with regard to our complimentary grab-and-go breakfast as we plan any changes to it. We hope to have the opportunity to redeem ourselves on a future date. Sincerely, Hotel Management
Business response:
Jack, thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management
Extremely disappointed I requested the single bed with a sofa. I got two beds instead. Apparently there was flooding before and the carpets were still very wet. I was not even told about this nor was I given an option on the 2nd floor or higher. The room smelled and was very dimly lit. The internet speed was extremely slow. Overall I am very very disappointed and definitely did not get my money's worth.
Business response:
It is disheartening to read that we did not live up to our usual standards, and we're truly sorry your stay was less than satisfactory. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide. Sincerely, Hotel Management
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 1,397 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.