Extended Stay America Suites - Richmond - Glen Allen - Short Pump

We killed roaches Our fridge wasnt workimg but they switch it out. The side door thats suppose to be key entry only and locked for our protection was not lock.

Checked in late 11:45p, proceed to room, door already cracked open. stepped inside the room was still dirty (bathroom towels all used, bed not stripped/made up with clean linen and there was trash/food on nightstand). Immediately went back to front desk, no apology just issued keys to new room. new room was on the 3rd floor- elevator was broken. Morning of checkout housekeeping started knocking at 9:45a- I requested they come back later. Every 30 min there was a knock from housekeepers, I kept saying “come back later!” A housekeeper attempted to open the door but the extra lock stopped door from opening all the way &yelled in “check out is 11am” I replied “it’s not even 11am and the back of this door states check out is 12pm noon”. She said “well are you checking out or staying?!” I said “I’m staying until check out by noon.” She leaves & few minutes later the front desk calls room phone to ask if I’m staying or checking out? I again state “I’m staying until check out by noon.” They say checkout is 11a and I state the sign on the back of my door says 12noon (see picture attached) he states signed in my reservation checkout is 11a. He says he will give me a little more time to get ready to leave, I hang up & pack my belongings and head to the desk where I ask for proof of signing 11a he says he doesn’t have record. So I go off what’s on the door he states that’s wrong, I ask for manager he states he is manager. I would like someone to rectify the unsatisfactory experience.

I walked into the first room they gave me (after going up to my floor in a completely dark elevator - no lights) and saw 2 bare mattresses, one on the bed and one half on a desk, half on the floor. The air conditioning unit was in the bathtub. Cleaning supplies were everywhere. Also, I was told to use my room key to get into the building but when I apporached the door 2 residents who'd obviously been there awhile said "It's not locked," and it wasn't at any time during my stay. So much for the security of a locked building. When I reached the 2nd room they gave me the door was ajar, and when I entered I could see why - it wasn't centered in the doorway. There was a half-inch gap between the door and the top hinges. I had to push forcefully against the top of the door for it to close properly. In the hallway you could smell food cooking. In my room I could smell smoke, I guess from the smoking units (not sure where they were). Once in the room it wasn't too bad. It was bare bones but spacious and pretty clean. No shampoo in the bathroom, just a couple of small bars of soap. Given the above, I'd say the room rate for this hotel is twice what it should be.

One of the worst hotel experiences. Elevator light out, rode up in pitch dark. Security doors not working so anyone can roam the halls (it is an extended stay). Smelled, filthy, drug activity on the property. Awful.

According to the manager, this property is going through a transition. There were no supplies in the kitchen even though there was a note inside a cabinet listing what should be included(and a reason we stayed here). When I asked for them, they had a a couple plates, mugs and knives to give me. That's it...no cookware, forks etc. I got the impression they left the towels that were still on the rack from the previous guest, so I asked for fresh. There was no soap to wash hands or dishes. The curtains and couch had stains. The sign in the room said bedding for the couch was in the closet, but it wasn't there. I had to go down to the front desk over and over again. The elevator was broken and the dry wall was cut out on the first floor hall about 10" off the ground. But the staff was friendly and tried their best with what they were given.

Despite the policy, there us a bit of cigarette smoke odor. Probably cannot be helped or enforced.

This was an okay hotel. We stayed one night with two dogs and it served its purpose. I don’t think the “secure” doors on the entrance into our building actually locked. The security lock on our door was busted. When my husband took a shower, water came out from under the tub. The smell of bleach was very prevalent when we came into our room. Our sheets were stained on our bed. There is little to no grass on the property to walk your dog in. We were in this hotel less than 12 hours and I’m thankful it was just that long.

Overall, the property and room was fairly clean, but the first thing I found upon entering the restroom was a pubic hair on the toilet seat and no hot water to wash my hands. There was hot water for the shower though. The room was spacious, but lacked amenities like USB chargers and in-room coffee accouterments. Complimentary “grab & go breakfast” was served in the morning and at 7AM all I found was 1 granola bar, 3 packages of instant oatmeal, coffee & hot water. If you’re looking for a basic and budget-friendly hotel, you will be very pleased. The area is off of a main road and is very quiet and the landscaping looks nice and well-maintained. There is a small terrace with outdoor seating and barbecues available as well.

The door latch/bolt was missing the bolt. Only the door handle lock. It was very noisy in the morning. Lots of people outside at all hours of the night mostly smoking cigarettes or weed.

I had to wait 3 hours to check in after 3pm check in time. Bathroom door was broken, sofa bed could not be used as a bed because wire frame was coming through matress, smokers at the hotel threw cigarette butts out in mulch in rear of hotel that caused a fire and FD response had to extinguish.

This place is disgusting. Maybe got one hour of sleep? Filthy, filthy, filthy, and when I asked for a non-smoking room, I was told they are all non-smoking, and the room I was moved to was just as bad. The filth factor is extremely high here; both rooms I was given were disgusting, including my feet sticking to the floor from the amount of grime. I wish I had just slept in my car, as this was a complete waste of money.

Very old and outdated. Dirty with stains on mattresses and bugs. Wasn’t happy at all with the accommodations or for the overall cleanliness of the hotel. Very disappointing

Filthy room, no towels, outdated.

Terrible and the place has bed bugs!

My room had bed bugs. They did not activate until my second night. The sofa in the room was filthy.

My room was completely infested with cockroaches. They were on the walls, in my bed, in the bathroom, and in the kitchen area. I have photos. When I asked to check out and get a refund because I didn’t stay for the extra night, I was told that a manager would contact me and they never did.

Noisy, filthy, uncomfortable beds, reeked of cigarettes. Asked for a non-smoking room and was told all rooms are non-smoking. I was given a different room, but it smelled the same. Horrible experience. I slept maybe one hour after a 12 hour work day. Very disappointing.

Very dirty. Super bad smell of marijuana every where. Stayed for 3 nights and all my clothes and luggage got the bad smell.. Hall, common areas and room very dirty and very bad smell. Do not stay in this place.

This hotel is disgusting. They should not be on this site for anyone to choose. The staff is extremely rude, the hotel itself smells and is dirty but the rooms top it all. There was blood on the floors, complete filth under the bed, hair in the sheet and sinks and the kitchen area was covered in grease. That is just the highlights of this disgusting location. Oh and do not forget the roaches.

The hallways and room smelled horrible. Roaches in the room. Sofa filthy and sticky. Pull out sofa bed was extremely uncomfortable. Mattress was about 2 inches thick and felt every spring and metal from frame. Was unable to sleep on. We left after the first night of our stay, I didn’t even care that I lost money that I paid for the next night. Would never recommend

Room smelled bad. Mattress was hard as a rock. Bathroom door had an in repaired hole in it. Coffee in the morning undrinkable.

Hi, not once was it advised to us that the internet or Wi-Fi was separately charged. Maybe just make aware ahead of time, thanks!

The first room we were given did not lock from the outside. The second room we were given had a nonworking tv, no towel bar in the bathroom, a tub that ran water all night long and a stove dial that kept turning on. The baseboard in the main hallway was missing. I will say that the front desk gal was very friendly, professional and kind. Please do NOT stay here.

The first room that I was given was infested with fleas. They did give me another room, but I was very wary after that. The hot water took forever to get warm and never made it to hot.

We did not stay at this hotel because we didn’t have a room due to no A/C and there were no other rooms. We were not notified before arriving. The hotel didn’t make an effort to help us find another place to stay. Let me make one thing very clear….this was NOT hotels.com’s fault! The fault falls directly on the hotel. Hotels.com was amazing at helping us find another hotel in Richmond, Va. It was more expensive, but we paid the same amount as the original hotel and hotels.com paid the difference. Without their help, I don’t know what we would have done.

This was an okay hotel. We stayed one night with two dogs and it served its purpose. I don’t think the “secure” doors on the entrance into our building actually locked. The security lock on our door was busted. When my husband took a shower, water came out from under the tub. The smell of bleach was very prevalent when we came into our room. Our sheets were stained on our bed. There is little to no grass on the property to walk your dog in. We were in this hotel less than 12 hours and I’m thankful it was just that long.

No hot water - room reeked of cigarettes and pot

The room was okay minus the location of the room. Was close by a entrace and exit door to so all I heard all day and night was the door slamming people in and out.

The room where I stayed was close to an exit building door, people come in and out at all the time , the front desk should make u aware or the noise coming when the door slam the frame , it was a rough night sleep . I did probably sleep two hours total

The door latch/bolt was missing the bolt. Only the door handle lock. It was very noisy in the morning. Lots of people outside at all hours of the night mostly smoking cigarettes or weed.

I had a reservation for March 28-30. On the day that I was supposed to be checking in, while I was driving to Richmond they l left the following voicemail. This is the Extended StayAmerica on 4231 Parkley Court I do have your reservation right here but we are sold out unfortunately so we would not be able to accommodate you. You can go ahead and just call Expedia and they would be able to relocate you to another extended stay have a good night bye.

I made a reservation a week ago thru hotels.com. I even call the hotel direct on Aug 8 to see if they had another room in case my friend wanted her own space. They were friendly on the phone and confirmed rooms for Friday night still available. BUT on Friday afternoon at 5p.m. I got a voice mail stating that my room was no longer available. They had over booked and would not be honoring my reservation. I could reach out to Hotel.com to get my refund and book another room elsewhere!! It was 8p.m. Friday night that I heard the message. I was driving the 3 hours to the hotel. I called the front desk to see if anything could be done at this late date. She was not helpful at all. She said they could not honor my res because they had no rooms at this time. When i asked about another hotel close by this hotel. She informed me that she only worked for Extended Stay and was not familiar with any other choices. !! She Didn't seem to care that I now no place to stay at this time of night after a long day. I informed her afer 12 years working for Marriott, I had always offered another place to stay for my quest in this situation. I don't understand how I got bumped over someone else. But I can assure you, Extended stay has lost my business forever. I chose this location because I know at one time it had been a Marriot property. Obviously, it does not have the Marriot standards of decent customer service. I did find a Hotel at the Hampton Inn down the street behind the Silver Diner.

I booked a room, paid in advance, and they told me they had no rooms left when I arrived.

GM Leslie Small was really helpful and all the staff was very helpful

Nice Stay the staff was great

They decided to let someone extend their stay and cancelled our room. We did not receive a call and only found out when we arrived at 11pm. They offered a smaller room to which they didn’t have any pillows. We had to go get bedding for the sofa also and had to sleep 3 in the bed to not be on the floor. The employee had no care in the matter and we were charged for the room we booked not received. Highly disappointed and would not recommend.

We were driving in from NY, PA to VA for a funeral. Holiday weekend traffic put us behind so we called the hotel to confirm we were still coming. The person we spoke to had our names and confirmed stating "You're good!:)". We got there at 2AM but the lobby was locked and the lights were off. We used the night phone to alert someone we had arrived only to be told their computer system was running an audit and our bookings would be cancelled. WHAT?? REALLY?? At 2 AM and 6 hours from home we have no where to go. After the clerk showed herself she still would not let us in stating that we were yelling indicating we were a threat. Suddenly we were acutely aware that we were far from NY and race relations may be different in this confederate state. We tried to rebook the trip as the clerk advised us to but the hotel came up ALL SOLD OUT. Either they gave our rooms away or our key cards were on the desk and she didn't check. Plus they charged my credit card for the entire trip anyway. All day on the phone with Amex and Expedia.com. Never again. :(

My room was completely infested with cockroaches. They were on the walls, in my bed, in the bathroom, and in the kitchen area. I have photos. When I asked to check out and get a refund because I didn’t stay for the extra night, I was told that a manager would contact me and they never did.

Desk person, Precious, was very welcoming, courteous, and friendly.

I had to wait 3 hours to check in after 3pm check in time. Bathroom door was broken, sofa bed could not be used as a bed because wire frame was coming through matress, smokers at the hotel threw cigarette butts out in mulch in rear of hotel that caused a fire and FD response had to extinguish.

It was pretty noisy, the doors to the outside were never locked. But for the most part it was better tha days inn, red roof etc. The thing that troubles me that it turns out I need to stay longer and when I went online to book, your price was a little less than double

I've had some bad experience with extended stays in the past. But this is a great location, rooms are very clean. It's a quiet location, with a helpful staff.

Property was in a nice location and close to everything!!

Very professional customer service also i enjoyed the convience of having shopping centers and food near

It was quiet and clean enough. I didn’t like I couldn’t find the entrance to the lobby and it looked like an apartment complex instead of a hotel/motel

Quiet, yet plenty of shopping and dining within a few blocks away.

No dishes in the room. Hotel is in disrepair. Location is quiet and plenty of food options nearby.

Around property too many people hanging around scary seems something going on

It’s secluded

Great safe area, very convenient for shopping, dining, banking, etc. the special suites are very spacious and well equipped. I had to issues and they were quickly resolved

Stayed a week had roaches in room breakfast was very limited but service was good

Overall, the property and room was fairly clean, but the first thing I found upon entering the restroom was a pubic hair on the toilet seat and no hot water to wash my hands. There was hot water for the shower though. The room was spacious, but lacked amenities like USB chargers and in-room coffee accouterments. Complimentary “grab & go breakfast” was served in the morning and at 7AM all I found was 1 granola bar, 3 packages of instant oatmeal, coffee & hot water. If you’re looking for a basic and budget-friendly hotel, you will be very pleased. The area is off of a main road and is very quiet and the landscaping looks nice and well-maintained. There is a small terrace with outdoor seating and barbecues available as well.