Residence Inn by Marriott Richmond West End

I was a little bit worried about this hotel after I saw so many bad reviews. However, it turns out it was more than I expected. The only thing is that the rooms are a little bit old, but they are spacious and clean. The hotel is safe because it has a new fence built. The breakfast is awesome. The staff are friendly and helpful. Overall it was a great stay for my family.

This was one of the worst hotel experiences I have ever had. We checked into the room only to be assigned a room that wasn’t cleaned. I was given a new room in which bathroom door was broken and the room was not cleaned to what I would say Marriott standards. I have never stayed in a place that was under kept like this. I’ve contacted the manager several times and they have yet to respond to my concerns. It goes to show you the lack of care and Customer Service that an establishment such as this should have for their customers. I am a longtime Marriott rewards member, and I’ve never been treated this way. I have been trying to contact the general manager of this property for a week and I have not gotten a response from them. This is simply unacceptable and I would never stay or deal with this chain again.

So I obviously should have read the reviews before staying here. I’m so disappointed that Marriott has this hotel under their name brand. When I say that I have never stayed at a Marriott where I’m almost afraid to take my shoes and clothes off. First- A $100 deposit is absurd. I have stayed at many of Marriott brands way higher end than this, and I have never paid a deposit this high, especially for a hotel in this condition. Second- I have only been in my room for about 20 minutes and I can assure you that someone has definitely smoked in this room before and probably recently. there are two towels in my restroom, And there are stains on the sofa. I am unsure if the sheets are white or eggshell in color. The TV is obviously from 1999, and wobbles when you move it. It literally has to be a 27 inch in size. There are stains on the walls and in the light fixture. So again I’m questioning why $100 deposit?

Steer clear of this place. Room didn't have pots, pans or coffee maker. When I went to the front desk to ask for pans, they seemed clueless.. Said they would take some to my room but never showed up. When I or one of my coworkers requested fresh towels, they stated they were out of towels this happened over a five days. Most definitely lacking customer service at the front desk. The only way I would stay here again is if the whole city had no hotels available.

It has been a long time since I’ve had a stay this bad. To start I was given the wrong room. When I mentioned it to the manager, she made every excuse in the book. She refused to answer the basic question of “why was I put in the wrong room”. The room had the wrong bed, a broken shower. The two basic things you need to be accurate in a hotel room. I asked for a reduction in my nightly rate because of the error and issues. The manager refused stating that she could not give me a reduction. Instead, she relocated me to another room. The manager said if I want a reduction I need to communicate with the general manager. I emailed him and as of writing this post still have not heard from him. The second room was worse than the first. There were bugs flying around, cracks in the marble, another broken bath tub/shower, cracks in the walls and ceiling, and the front door would not properly close. When I went to check out the front desk clerk (not even the manager) was able to reduce my rate. However, only by 15%. This means the previous manager lied and the general manager ignores these issues. I called the scheduling company for help and when they spoke to the front desk, no notes were left for hotel personnel about why my room was changed. Even the scheduling company could not get in contact with the general manager. Due to the false advertising and extreme problems with the room, something else really needs to be done. The hotel was falling apart and have an infestation of insects. Stay anyway else.

Bad experience. The room had an odor and was poorly cleaned. The door was very difficult to open and needed several key return trips. I fell on an uneven surface walking from the car to the room. At 9 A ice and snow were all over the steps from the room to parking. We were charged an incidental expense hold of 100. ??? I would never stay again.

My daughter and I stayed here from January to April 2023. We arrived in Richmond after a disaster of a move, that encompassed almost every nightmare possible, exhausted and emotionally drained from COVID and devastating personal losses. The room we were given was adequate. It showed it's age. The furniture was old and worn, there was dust everywhere. I pulled back the comforter to find old blood stains on the sheets! I called the front desk and was assured they would have someone change them. That had not been accomplished by the time we left in April. We ended up purchasing our own sheets and towels to use. The kitchen was not what they had promised. The appliances were adequate if very old but the pots and pans were unusable because the non stick coating had huge spaces that had peeled off. Our stuff was in storage so we ended up purchasing a pot and a pan to use. There was a hodge podge array of cooking utensils and silverware that appeared to have been supplemented with dollar tree purchases. Then the fire alarm started going off in the middle of the night for no reason. My daughter is autistic and waking to this caused major anxiety attacks that would take hours for her to recover from. Management was unapologetic accusing us of doing something to cause this (while we were sleeping??). They finally moved us and that room was no better. Old blood stains on the sheets, AGAIN! The kitchen was slightly more worn than the previous one. When it rained for a couple of days the entire walkway and sidewalk leading to the main walkway flooded. Water standing 6 or more inches making it impossible to get out with without getting soaked. When I finally got someone on the phone e who was supposed to be management they acted as though I was being unrealistic in my expectations. When I continued to complain they insisted we leave. Not long after arriving I suffered a cardiac event that required that I destress for a while, when that did not happen I developed severe depression that I still have not been able to overcome. Had the depression not taken such a toll on me I would have had the presence of mind to sue Marriott International. Am still considering that option. Marriott International should be ashamed of this property carrying their Flagship. I cannot imagine e that the corporate office was not aware of the state of this property.