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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 |
Business response:
Thank you for staying with us. We never want our guests to leave unhappy, and from your rating, it is clear that we let you down. We are very sorry your stay did not live up to your expectations, and we hope you will give us another opportunity to regain your trust. Sincerely, Hotel Management
Disgraceful How can u run a hotel with no water for customers for a whole day with no discount unacceptable
Business response:
Curtis, thank you for taking the time to provide us with your feedback. We are sorry for the unexpected no water supply during your stay and would like to offer our apologies for the inconvenience this caused. Our plumbing team worked diligently to resolve the issue as soon as possible. We hope this incident does not keep you from choosing us again on your next visit to our area. We look forward to having you stay with us again. Sincerely, General Manager
No frills, basic stay. No frills place. Rooms very old. No shampoo, blow dryer or even a plastic cup. Breakfast was granola bars. First two rooms I was shown were not even made up. Turned down the sheets and found hair in several places. To top it off I received a knock at the door telling me I had to check out. When I explained my checkout was for the next day, I received a phone call telling me I only had reservations for two nights, when in fact it was for four and I had already been there for three nights. Desk agent was... read more
Business response:
Mary, it’s nice to know our location was convenient for your needs and that you liked our front desk associate. However, we sincerely apologize for the problems you encountered. We assure you that what you experienced is not acceptable, and we will take immediate action to identify why we failed, so we can prevent these issues from occurring again. I would also like to inform you that, we do have items such as a fully-equipped kitchen, hairdryers and certain complimentary toiletries at the front desk for our guests who need ... read more
Very disappointed We booked our room for 6 people (2 adults and 4 children). We had to ask the front desk for bedding to make up the pull out sofa...they had no pillows to give us for this bed. There was no coffee pot in the room which I thought was a standard amenity at every hotel. The smoke detector was falling off the wall. The lock on the door was broke. The A/C was falling off the wall. When I went to check out I stood at the front desk for 20 minutes waiting for front desk staff to show up. We were very disappointed w... read more
Business response:
Thank you for choosing our hotel for your recent stay. On behalf of our entire team, please accept our apologies for not living up to your expectations, or ours. We make every effort to be perfect, but sometimes we fall short. We hope you will consider giving us a chance in the future so we can provide you with the stay you should always expect from us. General Manager
The worst Awful. Very dirty. No plates or pots to cook in. No complimentary shampoo, conditioner, soap or anything. You can tell the beds are from when they first built it. I will not repeat any night stay here or any other of the same brand name. And I Would not recommend to anyone else.
Business response:
Cindy, it is disheartening to read we didn’t live up to our typical standards. You deserved a comfortable and stress-free stay, we are extremely sorry we miserably failed in your case. Kindly be familiar, our guests often bring their personal items from home to use in their suite, so the toiletries are available upon request at the front desk. The dishes for use are also kept with them to ensure its cleanliness. Please consider giving us another chance so we can make a favorable impression of our hotel. Sincerely, General M... read more
DO NOT STAY HERE!!!!!!!!!!!! Absolutely horrible! Do not stay here. Upon check in the room wasn't clean. Still had towels laying around and bed undone. We were told be ready in a few minutes, and they would get right on it. We went out and came back 2 hours later at 5:00p and room still wasn't ready. Was told give us 2 minutes it's almost ready. We waited 10 minutes, went to room, still wasn't ready. After 10 more minutes room was released to us. The room was still dirty, hair all over bathroom floor, used shampoo bottle fro... read more
Business response:
John, please accept our apologies for the issue you encountered upon your arrival. We take our guests' comments very seriously and strive to provide them with the satisfactory experience. Everything we do is aimed at providing you with an excellent hotel experience. We hope you will give us another chance to demonstrate the excellent service that should have been provided to you on this visit. Sincerely, General Manager
Never again Any time I have to take my own trash out at a motel I can say that it is way out of line to charge the price that I paid!!! No fresh towels. No soap unless you could chase the maid down. Totally absurd to to have the front desk to call me to the office to sign for a charge and when I asked what the charge was for no one could tell me. And the first extended stay America was over booked and I had to pay another 80.00 dollars for a taxi to get me to the second extended stay America.
Business response:
Russ, we apologize for your less than stellar stay. Our team prides itself on delivering wonderful hospitality, so we're sorry this was not your experience with us. Rest assured that we take these reviews seriously and then fine-tune procedures to help ensure we do not repeat mistakes. We would like to inform you that our towels and toiletries are available at the front desk and are complimentary. Please accept our apologies if we did not communicate this to you at check-in. I hope you will return so we can make it up to you... read more
Room was not clean, beer box and other trash in bathroom, hard time getting sheets for sofa bed and pillows
Business response:
Erin, please accept our apologies for being inattentive to your needs and for the unsatisfactory service you received during your stay. These issues will be addressed with our team to prevent them from occurring again. We hope you will consider giving us another opportunity to provide you with the hospitality you should have experienced on this visit. Sincerely, General Manager
Don't connect to their WIFI Front desk was BAD. I lost a laptop two years ago when it got badly infested because of Extended Stay's WIFI. Looks like I am about to loose another Laptop becasue I used their WIFI last weekend - inspite of my own internet security protection. Their GOESH Internet belongs in a pit and they need to post a "Do Not Use" sign everywhere. For that reason, I will NOT use Extended Stay again
Business response:
We were disheartened to see from your rating that we did not live up to our usual standards. We are sorry we failed to provide you with an exceptional stay. We hope you will accept our apology and consider giving us another chance to prove we are up to the task of delivering outstanding service and accommodations. Sincerely, General Manager
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.