Extended Stay America Select Suites - Richmond - Innsbrook

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 at night. I was able to find another door, but this only worked because it happened to be propped open!(unsafe #2). Our floors were still damp even with air on and the whole hotel reeked of weed. Then when inspecting the beds for bedbugs/cleanliness I found 2 fleas, and a few midges(biting sand fleas or gnats). There were also numerous stains on the linens and mattresses. Thankfully we only live 1.5 hours away. We had only gotten a room so we didnt have to drive home after midnight, but we did because it was the better option than staying at the hotel.

Waited ten minutes before someone was at front desk.

: I like that it's inside rooms. : door lock on the main entrance needs fixing I didn't have to use the card and I was told I had to use the card for entry (af)ter ~ 10-p.m.!

Room had windows open....took me a while to figure out why the heat was struggling to keep up. Common areas very dirt and with foul smell. Charged for Internet that was very slow and intermittent.

Things were a mess...holes in walls..no real lobby..

I reserve for two nights, and when I arrived at 11 PM the desk was closed and I never was able to check in. The next day Expedia communicated with them to help me get my refund. I am still waiting. They end up still charging me, even though I never stayed. Lots of activity in the parking lot as well.

This was one of the worst experiences I have ever had. The only person who paid attention to our complaints was the front desk woman (not the male). The floor was sticky as if it had not been washed, feces on toliet, dirty blankets, dishwasher broken and lid fell on my daughter's arm. Advertised free breakfast and there was none, not even coffee. We wanted an efficiency so we would have a kitchen but upon arrival we were informed dishes were not provided and we would have to pay $40 for a pot, pan, and lid, dishes were another $40!! I am disabled and we were informed that we had to take out our trash ourselves. We were given 2 towels for a 3 night stay. It is a pet friendly facility which i have no problems with but the owners left their droppings in the yard so you could not walk in the yard. The furniture was old, looked as though it should be replaced, and unclean.

Upon arriving at the establishment, I felt a bit out of place. I encountered the night auditor, who expressed concerns about my reservation and mentioned that my room would not be available for an hour. I patiently waited outside for a full hour, as there was no one at the front desk to assist me during that time. It would be beneficial if the staff could enhance their communication and ensure that guests receive timely updates on their reservations to improve the overall experience.

The hotel offer NOTHING. Why stay at an extended stay where you have to go buy pots, pans, plates, forks, spoons, glasses. There was nothing at all provided not even a coffee pot to have coffee. The room key stopped working when I went out to my car at 8:00 a.m. and when I went up to the lobby desk there was a metal door rolled down and they were closed. I had to sit in my car until I could wake my friend up in the room to let me back in very very unacceptable horrible stay and will never stay again

False advertisement, rugs very dirty and smell. Nothing in the kitchen, had to go buy plasticware. No breakfast as advertised, no coffee. Not even soap or shampoo. No ice , l Had to ask for towels. No iron. No broom to clean. The worse place I ever stayed

Me and my family stayed but didn’t feel like it was clean enough everything was dirty , the hallways , carpet , the elevator as well we won’t be coming back

Bugs everywhere! There was a hole under the counter/kitchen sink. There was hair and dirt (I think) in the shower/bathroom floor. There was a bandaid over the peephole on the door. The entire second floor smelled like dog urine. Walls are paper thin, you could hear what the next room over was talking about as if they were in the same room. When confronted, management refused to rectify the situation or issue a refund. Was never offered a different room or any kind of fix. Will post pictures

We checked in and then left 20 minutes later. The room has roaches! There were roaches in the kitchen area crawling on the wall and ceiling. The hallway smelled really awful. It was musty and smelled like sour food and mildew. The floors in the room were sticky, the lamp was broken and the phone didn’t work. The bathroom was dirty, the walls has something splattered on it. The furniture was broken as well. Completely awful. The staff was pleasant enough and didn’t give me any trouble checking out. I did receive a refund.

This hotel was so gross, we couldn’t stay. We immediately canceled our reservation and booked a room at a different hotel. The lobby was disgusting, the room was disgusting. The people who checked in behind us also immediately canceled after they saw their room. Please take my advice and don’t book here!

There were roaches in the room

This was the definition of a seedy hotel. While the guy at the front desk was fabulous, this hotel was so terrible that we ended up leaving and deciding to drive through the night to get to where we were going. There was a horrendous smell in the hallways. The floor was sticky. There were stains on the sheets. (nicely covered up that we did not discover until getting into the bed) There were stains on the towels and then when one dropped onto the floor it became filthy!

Filthy and cockroaches crawling everywhere!!!

Dirty, smelly, old Cockroaches...ugh

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

I booked 3 rooms for me and my coworkers. Each room had roaches! Management didn’t help. Poor attitude so we booked a different hotel.

: it was a good stay but the smell of a fire had me on edge a little.

Never again!!! Don’t stay there EVERYTHING needed updating so old, no trash cans available. Had to have water run in shower a while because it came out black. Small bed. Shower Rod was bent so curtain wouldn’t stay in place so water went everywhere

My room was right next to the elevator equipment room and it was noisy all night long. Also being on the first floor hearing people arriving and departing was very noisy

We like the cleanliness of the room and no odor. We can cook simple meals and feel like home, and it is convenient for shopping and eating. The bad thing is: the people upstairs are too noisy walking and jumping at night, and there is a lot of smoke in the elevator corridor. I hope that guests will cherish their belongings and keep them clean, and not bring more tedious work to the staff. When my husband and I left, we left floor drains in the bathroom and kitchen, hoping to bring convenience to the next guest. Hair and facial tissues can easily clog the sewer, so please don't throw them away casually. I also have a business company, and everyone is a qualified person, which is also a respect and encouragement for others.

The room was smelly and old.

This was one of the worst experiences I have ever had. The only person who paid attention to our complaints was the front desk woman (not the male). The floor was sticky as if it had not been washed, feces on toliet, dirty blankets, dishwasher broken and lid fell on my daughter's arm. Advertised free breakfast and there was none, not even coffee. We wanted an efficiency so we would have a kitchen but upon arrival we were informed dishes were not provided and we would have to pay $40 for a pot, pan, and lid, dishes were another $40!! I am disabled and we were informed that we had to take out our trash ourselves. We were given 2 towels for a 3 night stay. It is a pet friendly facility which i have no problems with but the owners left their droppings in the yard so you could not walk in the yard. The furniture was old, looked as though it should be replaced, and unclean.

The place could have been a little more Clinger. It looked like somebody blew the nose on the wall. The TV didn't cooperate. It was leaking, sounds all night long, and when the custodian was outside my bedroom door while I was on the stool 8 AM vacun, the floors, I was so upset, I couldn't even Tell the front desk. I just opened my door and looked right at them. You just shut the door back. You can see it on the camera. My time was 3 PM and the next day to leave at 11 AM. But not for someone to wake me up early in the morning like that, because it disturbs my rest. I work all week. And I'm a senior citizen, this is macroplane against the hotel. I was in. I would really like the one before this one. I did not like this one at all. Knowledge that my friend like it. We did not like that. Air conditioning unit right next to the bed. I wanted to be it needed more clinging. As well etc. Not please at all.

The staff were extremely friendly and helpful but the room was very worn and tired. Carpets were stained. Paint was shabby. Kitchen area was old and very tired.

there was no coffee maker no dishes,cookware, or utensils

the room was clean

We arrived at this property and no one was at the front desk. There was a sign that said they were away helping another guest and to use the courtesy phone located outside and dial 0 for faster service. After 3-5 mins of no one there we called. No answer. Finally a very nice lady came in, checked us in, and we went to check out the room. We walked in to smells, the arm of the pull out couch we would need to use was destroyed and roaches were scurrying across the floor. We left immediately!!!! The lady processed a refund, with no issue. Very gross. Would not recommend.

Clean hotel and the staff was really nice.

Called me at 8 pm said there were no rooms after I booked it. Took almost 3 hours to fix it and find another place

My start is always great! The manager is a great and sweet person... She is very understanding and will make sure you're very comfortable!

We showed up and the person that was in our room prior to our arrival extended their stay, so we had no room and no where to go with our 4 kids. They didn’t offer any solutions. Worse experience ever. Terrible business model

Counter staff is very rudely behave Never come back this hotel

Upon arriving at the establishment, I felt a bit out of place. I encountered the night auditor, who expressed concerns about my reservation and mentioned that my room would not be available for an hour. I patiently waited outside for a full hour, as there was no one at the front desk to assist me during that time. It would be beneficial if the staff could enhance their communication and ensure that guests receive timely updates on their reservations to improve the overall experience.

The management and get crew are so amazing, they're always respectful and very understanding! This is definitely a home away from home!!!

I had a good stay at this hotel and staff was really nice

Hashir Ahmad and Khadijah are very kind and wonderful staff. They went above and beyond every-time help was needed. The room was great and I would recommend anyone this extended stay. We were placed in very GOOD HANDS. Thank you again for all you guys hard work and outstanding professionalism..!!

It was convenient

I liked that it was off of a main road so it was easy to travel and find while driving around the area. Very kind staff and helpful with finding the way around the building

Nice quiet location…Great staff

Sketchy

I reserve for two nights, and when I arrived at 11 PM the desk was closed and I never was able to check in. The next day Expedia communicated with them to help me get my refund. I am still waiting. They end up still charging me, even though I never stayed. Lots of activity in the parking lot as well.

Very convenient location

there was drug dealing going on and females showing up for private parties seemed like a rooming place and not a hotel

Thank you to Expedia for helping me obtain a refund from this hotel are we had to leave during the 1st night due to the conditions. Checked in at 5pm, then left to go to a funeral viewing, when we arrived back to the hotel later that night, the front desk was closed -no staff working the overnight. The room had a kitchen, but there were no kitchen supplies - apparently you have to rent those at the front desk. There was not a coffee maker, or cups for water, or even an ironing board and iron. There was a TV, and 2 beds, but no chairs, no decor, broken lamps, no clocks, outlets that didn't work, etc. The bathroom had 2 towels and 2 washcloths, even though we had 4 people listed on the reservation. No hand towel, no shampoo, no soap. There was a very tiny amount of toilet paper on the roll, with no back up toilet paper, the tp was gone after 2 people used the bathroom. We were on the ground floor with no way to lock the window. Had noisy people in the halls at night and more than one trying to open the door. The smell of weed was so strong we had to put our heads under the blankets, all of our luggage smelled of weed when we returned home. During the night the roaches came out, after killing multiple roaches, we packed up, left the hotel, sat in our car until morning and refused to spend another night there.

This was the worst hotel we have ever stayed in. The horrible musty/moldy smell made us all sick we couldn't wait to go home. The room had a kitchen but not one single cup, plate, utensil. Basic items hotels come with this one did not have. The grab and go breakfast was some granola bars at the front desk. The staff was friendly and you can tell they work hard but this place is so outdated and rundown. We will stay somewhere else next time we are in Richmond

This was one of the worst experiences I have ever had. The only person who paid attention to our complaints was the front desk woman (not the male). The floor was sticky as if it had not been washed, feces on toliet, dirty blankets, dishwasher broken and lid fell on my daughter's arm. Advertised free breakfast and there was none, not even coffee. We wanted an efficiency so we would have a kitchen but upon arrival we were informed dishes were not provided and we would have to pay $40 for a pot, pan, and lid, dishes were another $40!! I am disabled and we were informed that we had to take out our trash ourselves. We were given 2 towels for a 3 night stay. It is a pet friendly facility which i have no problems with but the owners left their droppings in the yard so you could not walk in the yard. The furniture was old, looked as though it should be replaced, and unclean.

there was no coffee maker no dishes,cookware, or utensils

The hotel offer NOTHING. Why stay at an extended stay where you have to go buy pots, pans, plates, forks, spoons, glasses. There was nothing at all provided not even a coffee pot to have coffee. The room key stopped working when I went out to my car at 8:00 a.m. and when I went up to the lobby desk there was a metal door rolled down and they were closed. I had to sit in my car until I could wake my friend up in the room to let me back in very very unacceptable horrible stay and will never stay again

False advertisement, rugs very dirty and smell. Nothing in the kitchen, had to go buy plasticware. No breakfast as advertised, no coffee. Not even soap or shampoo. No ice , l Had to ask for towels. No iron. No broom to clean. The worse place I ever stayed