Residence Inn by Marriott Richmond West End

The lady at the front desk was rude. The pool was brown and green and they give us floor towels to use as regular towels.

The staff is very accommodating. There is a charge for parking which the website doesn't indicate. I was able to get it waved so I appreciate that but you need to update you listing. parking is $10 now. And there isn't an abundance of it.

Surprise charge for parking and for what?!? Nothing special, just a profit grab. Paid for a queen for two of us and got a regular double bed. Breakfast was mediocre A dog was there long time, because the door leading to outside was terribly scratched. Other evidences of dog destruction Very disappointing stay.

I liked the bed, and shower once we switched rooms because of no Hot water for shower in the first room and I feel we should've gotten an upgrade because of it. I was there for 5 nights and absolutely no housekeeping, when I put my towels out daily they took them and did not return anything, when I needed towels and sheets I had to either find a housekeeping cart or go to the front desk to get everything from trash bags, and etc. they had a terrible gnat problem and I was killing gnats my whole stay.. this hotel needs an upgrade as it doesn't remind you of a typical Marriott hotel.. I worked out of state at a residence inn and in every room you had all you needed for your stay there..in my first room I didn't have a frying pan and the room I went to didn't have a frying pan or a toaster but my first room had a toaster, the bathroom sink was stopped up and the water took forever to drain out.. after all of this the most disappointing was 10 dollars a day for parking and when I stayed twice before there was no charge for parking, this would be the reason I won't be returning to this particular residence inn, I will try downtown or somewhere else.

The grounds were not kept up very well. And the laundry mat was constantly in use. The pool was over crowed. But at least the room was clean

WE WILL NOT STAY HERE AGAIN. Customer service was terrible! Paid $10.00 for parking.

This was in a strange area. The buildings were laid out oddly. The room next to me were long term, ie living there as an apartment, which is fine except when they were fighting and repeatedly slamming the door. I would have said something at the front desk but the guy entering the unit with a cigarette hanging out of his mouth gave me a dirty look both times. The area didn't seem very safe. Property outside was shoddy. Gym room had a broken treadmill and trash on the floor. No towels or water or anyway to turn down the AC blowing directly on the working treadmill. You had to walk outside to get to the gym and breakfast.

Housekeeping came once in 5 days. Some staff were excellent, others not so good. They also charge for parking that is marginally secure. I won’t stay here again. Too many better options in the area for the same price once you consider an additional $10 per day for parking.

We went down for a baseball tournament in Richmond even though the pool was not ready we still made the best of it. The staff at the front desk were wonderful. Our first night our room was extremely hot the AC was not working luckily the next morning we were able to move rooms without any trouble And had great service from the staff. Breakfast each morning was delicious my family said it was probably the best one they have had coming from a hotel and with us being a travel ball family of 2 we have been to several hotels lol. Our room was very clean we will definitely stay here again if we play in Richmond for another tournament.

Overall the hotel was ok. The bed was not comfortable, shower had less water pressure and they charged for parking. Expedia mentions it is free self paid parking. Very misleading

As I entered room, I noticed it was very musty. Some area of rugs were wet(soaked). Mold in bathroom. Asked for another room and was moved to a cleaner room. Over all not great experience.

I was attending a conference in Richmond and this room was perfect. It was clean, mostly quiet with a comfortable bed, a great kitchen and a nice work-living area.

Felt like home. Very clean and comfortable

Filthy! Bugs! Unsafe, doors do not open without force. Disgusting pool. On and on. Brandon was very nice upon checking in, even having to change my room several times! Don’t go!!

I liked the bed, and shower once we switched rooms because of no Hot water for shower in the first room and I feel we should've gotten an upgrade because of it. I was there for 5 nights and absolutely no housekeeping, when I put my towels out daily they took them and did not return anything, when I needed towels and sheets I had to either find a housekeeping cart or go to the front desk to get everything from trash bags, and etc. they had a terrible gnat problem and I was killing gnats my whole stay.. this hotel needs an upgrade as it doesn't remind you of a typical Marriott hotel.. I worked out of state at a residence inn and in every room you had all you needed for your stay there..in my first room I didn't have a frying pan and the room I went to didn't have a frying pan or a toaster but my first room had a toaster, the bathroom sink was stopped up and the water took forever to drain out.. after all of this the most disappointing was 10 dollars a day for parking and when I stayed twice before there was no charge for parking, this would be the reason I won't be returning to this particular residence inn, I will try downtown or somewhere else.

They did not clean the room daily I was told they do it every 3days The lady in dining room was very friendly and helpful

No housekeeping during 3 nights

Housekeeping came once in 5 days. Some staff were excellent, others not so good. They also charge for parking that is marginally secure. I won’t stay here again. Too many better options in the area for the same price once you consider an additional $10 per day for parking.

Our checkin was pretty easy. The fellow that checked us in (lost his card but remember his middle name was Aron) was very helpful and upgraded our room to a penthouse due to a lack of clean and available rooms. He was a joy, and the rest of this review has nothing to do with his friendliness, kindness or professionalism. The penthouse appeared to be cool and the set up had me and my mate thinking of future family vacations. However, upon closer inspection, the penthouse was not at all clean. The kitchen floors and cabinets were sticky, the ceiling fan had a nice thick coat of dust on it, there was what appeared to be strawberry jelly on one of the lamps upstairs, there was dark yellow urine under the upstairs toilet seat, the floors had pet hair and human hair, there was also long, straight, brown human hair under the upstairs bed covers (it should be noted that my mate is bald with a curly beard and I have short locked hair)… I could go on and on about the cleanliness of the room, but I’ll stop there. The kitchen had coffee, but no coffeemaker, dish detergent, but no sponge or cloth, and no paper towels. Also, there was one trash can, in the entire penthouse, that was located in the upstairs bathroom. There was clear water damage on the wall and evidence of the property trying to identify a leak in the sprinkler system, by blue streaks coming from the pipe. Finally, the bottom lock in the door could not be turned and the safety latch at the top has loose screws. The End.

The room was dirty the furniture is old with stains.

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.

Had alot of space

The tv and phone didn’t work. When first reported, the front desk lady said there was no one to fix it. The next day, the guy fixing it changed the box the tv and cables. Nothing. He gave up. So we were in a place with cheap products, especially the toilet paper, a noisy AC, footsteps from the unit above, and staff cursing and yelling at each other early on a Sunday morning. I do NOT recommend this former condo that was superficially modified into a hotel, seemingly after it fell into disrepair. There was mold, smells, rotting infrastructure and the aforementioned lack of services. The photos did NOT show the reality and the service was worse than that. It was as if they got uncaring, stone faced people off the street, with no concept of customer service to manage a decrepit location. Marriott should be embarrassed by this location. It isn’t a dignified place to be and certainly does not live up to the reputation of a national chain. I will never trust a Marriott booking ever again after this.

This facility has no bath towels at all. They only have hand towels! I asked 2 times for regular towels and was given hand towels both times. The refrigerator, heat, and noise from upstairs is VERY loud. Do not stay here if you are sensitive to noise. Also, every time the heat came on it was so forceful that it blew the bathroom door closed and would cause items to blow around in the bathroom! The breakfast was awful and the room had several issues such as exposed piping and a filthy service closet that was open. There was a can of spray cooking oil on the floor by the bed. Unless you are trying to save money and need the cheapest possible hotel, do not stay here.

I've stayed here multiple times over the years - I like the layout and location. This is the first time I was disappointed. The room had an odor to it - it smelled like a cover-up of smoking. I was a late arrival, exhausted, and just needed to crash so I didn't address anything with the front desk. I love the style of this place, with the little apartment buildings and courtyard instead of a "hotel" with hallways, but it is starting to need an update.

Property needs updating. The A/C compressor was LOUD.

Nice apartment-style rooms. Good breakfast.

Had to put sheets onto pullout couch myself. Door to room did not open or close well - had to push really hard. Breakfast was meh.

Spacious condo style units with full kitchen and large living area. Units have outside access and are separate from the main building where registration is located. Morning breakfast was good but seating space was limited.

Our door lock had been broken and the screws were loose. The pictures make the rooms look bright and sunny but our rooms were actually very dark and gloomy. The layout felt much more like a motel and there seemed to be no true security to speak of.

I loved the breakfast the room and most importantly the wonderful kind friendly staff.

The lady at the front desk was rude. The pool was brown and green and they give us floor towels to use as regular towels.

Clean and great staff.

Reception staff are absolutely strange what bad behavior

Front staff lady was extremely rude in her tone .

Check in was amazing, Brandon was a funny guy and had us laughing so hard. Maria was awesome too.... Very friendly people. The phone in the room did not work so we had to call from our cell phones or walk to the desk if we needed something but overall the stay was great and would come back again.

Staff very helpful and professional at check-in.

Nice place. Check woman was very pleasant and helpful. Checkout woman…nope.

Customer service was consistently terrible. Every single interaction. Voicemails and emails sent to the manager with no response after 7 days.

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 i

Location close to everything

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.

Very easy access to & from Interstate 64. Staff very helpful & accomadating.

I've stayed here multiple times over the years - I like the layout and location. This is the first time I was disappointed. The room had an odor to it - it smelled like a cover-up of smoking. I was a late arrival, exhausted, and just needed to crash so I didn't address anything with the front desk. I love the style of this place, with the little apartment buildings and courtyard instead of a "hotel" with hallways, but it is starting to need an update.

Nice price for the amenities. Good breakfast buffet. Easy access to the freeways and restaurants in Richmond.

Very quiet well reserved

This was in a strange area. The buildings were laid out oddly. The room next to me were long term, ie living there as an apartment, which is fine except when they were fighting and repeatedly slamming the door. I would have said something at the front desk but the guy entering the unit with a cigarette hanging out of his mouth gave me a dirty look both times. The area didn't seem very safe. Property outside was shoddy. Gym room had a broken treadmill and trash on the floor. No towels or water or anyway to turn down the AC blowing directly on the working treadmill. You had to walk outside to get to the gym and breakfast.

The pull out couch, when opened (which they did not provide sheets and blankets for them - and when requested refused to make up the couch for us!) was too big for the limited space in unit. You could not pass by as the couch took up all the walking space only creating a six inch wriggly by space or awkwardly climb over the couch! In the case of a fire, this would be a death sentence as anyone on other side of couch (in bedroom or bathroom) would not have accessibility to escape unit. Also, unit was in an industrial area on a back street and parking lot was under construction so limited parking. Did not feel safe in evening when going to car with drug deal being handled outside my vehicle - was scared for my child!

Property was dirty outside, felt unsafe.

Our stay was fantastic! This property is right off Broad St, the main road to downtown and everthing in Richmond. The pool was very nice at the end of a hot day of touring. The breakfast was typical hotel food and was hot! Best of all was the check-in! The receptionist made you feel rigt at home.

I loved the breakfast the room and most importantly the wonderful kind friendly staff.

Basic room with full kitchen. 1st flooor with patio. During heat wave, room comfortable but with 2 flies. Decent accommodations and good breakfast bar.

This facility has no bath towels at all. They only have hand towels! I asked 2 times for regular towels and was given hand towels both times. The refrigerator, heat, and noise from upstairs is VERY loud. Do not stay here if you are sensitive to noise. Also, every time the heat came on it was so forceful that it blew the bathroom door closed and would cause items to blow around in the bathroom! The breakfast was awful and the room had several issues such as exposed piping and a filthy service closet that was open. There was a can of spray cooking oil on the floor by the bed. Unless you are trying to save money and need the cheapest possible hotel, do not stay here.

Surprise charge for parking and for what?!? Nothing special, just a profit grab. Paid for a queen for two of us and got a regular double bed. Breakfast was mediocre A dog was there long time, because the door leading to outside was terribly scratched. Other evidences of dog destruction Very disappointing stay.

Nice price for the amenities. Good breakfast buffet. Easy access to the freeways and restaurants in Richmond.

Nice apartment-style rooms. Good breakfast.

Had to put sheets onto pullout couch myself. Door to room did not open or close well - had to push really hard. Breakfast was meh.

Spacious condo style units with full kitchen and large living area. Units have outside access and are separate from the main building where registration is located. Morning breakfast was good but seating space was limited.

We went down for a baseball tournament in Richmond even though the pool was not ready we still made the best of it. The staff at the front desk were wonderful. Our first night our room was extremely hot the AC was not working luckily the next morning we were able to move rooms without any trouble And had great service from the staff. Breakfast each morning was delicious my family said it was probably the best one they have had coming from a hotel and with us being a travel ball family of 2 we have been to several hotels lol. Our room was very clean we will definitely stay here again if we play in Richmond for another tournament.

It was a basic room and clean. Every room faces outside like townhouses and is a bit noisy and spread out far enough that I had to drive to the breakfast area. They advertised breakfast but only really had coffee. There was oatmeal but the water was cold and a bagel but no toaster. It had a good kitchen area and I can see it would be nice for an extended stay.