Extended Stay America Suites - Richmond - Hilltop Mall

Place was a mess (lobby and halls) and strong smell of marijuana. Attendant went to at least three rooms to try and find a clean room. She got into what sounded like an argument with (two separate occurrences) individuals on her way looking for a clean room. At that point, I asked for refund but told I had to call Expedia. Expedia rep told me it was up to hotel so they called manager and to dealt with it for me. I received a full refund. I will never chose to stay at any facility with this name or associated with it.

This was a very good property to stay out. I felt safe. I slept well because it was quiet. The only bad thing was that they needed to mop the floor in front of the elevator on the third floor, as well as not the actual elevator.

Place could use to clean the elevator.

The hotel needs a lot of repair!

The pictures do it no justice. Terrible place to stay, a Motel 6 would be better. Moldy smell. Lobby smelled like bleach. Dirty bathtub. Springy bed. Dirty floors.

The front desk lady is very helpful, nice and do job great! The bedsheets in the room have hairs on both beds, wipe the floor in the kitchen and bathroom are both dusty and dirty. I didn’t get to sleep because I was itchy in my bed and I was not comfortable sleeping in my bed. I wanted to wash my clothes in there laundry room but it was dirty that they don’t check it when are supposed to clean it. I was disappointed on my stay. I’m sorry but I have to be honest and true to what I see. The front desk lady gave us a great customer service. Thank you for your help! 🙏

Need some cleaning, windows need cleaning, parking area need some cleaning

I've stayed here before and would again. This room, 226, was the noisiest room I can remember ever staying in. With the noise being mechanical clunking, water knocking and elevator noise.

Manager was not friendly. My pots and pans that I requested never arrived after asking for them. So we didn’t end up using our kitchen. That evening the elevator broke down and we had to go up and down three flight of stairs for everything.

Parking was easy, you obtain a parking permit from the desk upon check-in. Staff was easy to work with. The room was not well maintained. It was Apparent that upkeep and maintenance has been deferred or ignored. Old and damaged kitchen cabinets, the refrigerator was clean on the inside but the outside appeared to have dings from being moved around. The microwave had not been cleaned and there was smelly, old food under the turntable. The kitchen fan was oozing greece. The bathroom door needed cleaning and painting. The carpet needed shampoo or replacement. The bed skirt had food stains and was not properly adjusted to the bed. The walls were dirty with what appeared to be food drips or some other substance. The nightstand had been damaged and needed to be replaced. Overall, the room needed a complete overhaul.

Rooms pretty clean, but hallways and elevator smelled. Grab and go breakfast, all sweets and coffee.

This was by far the dirtiest hotel I have every stayed in. The hallways, elevators reeked of bad odors. The floors looked like the hadn’t been cleaned in years. The room was tattered and the bed sheets looked to be several years old. I can’t believe extended Stay would even call this a franchise. I can’t possibly book another extended stay hotel in the future.

room smelled real bad and dirty

The pictures do it no justice. Terrible place to stay, a Motel 6 would be better. Moldy smell. Lobby smelled like bleach. Dirty bathtub. Springy bed. Dirty floors.

The front desk lady is very helpful, nice and do job great! The bedsheets in the room have hairs on both beds, wipe the floor in the kitchen and bathroom are both dusty and dirty. I didn’t get to sleep because I was itchy in my bed and I was not comfortable sleeping in my bed. I wanted to wash my clothes in there laundry room but it was dirty that they don’t check it when are supposed to clean it. I was disappointed on my stay. I’m sorry but I have to be honest and true to what I see. The front desk lady gave us a great customer service. Thank you for your help! 🙏

Very strong off putting musty odor in multiple rooms. Would recommend only for short stays. They do allow pets which is the only reason we booked.

First room was not clean, trash under sink, dust ball on carpet, bed had hairs on it and looked slept in.

Do not stay here gross. Hair in the bathroom from previous people. I don’t want to know what I laid in. Scary as hell. Horrible.

Parking was easy, you obtain a parking permit from the desk upon check-in. Staff was easy to work with. The room was not well maintained. It was Apparent that upkeep and maintenance has been deferred or ignored. Old and damaged kitchen cabinets, the refrigerator was clean on the inside but the outside appeared to have dings from being moved around. The microwave had not been cleaned and there was smelly, old food under the turntable. The kitchen fan was oozing greece. The bathroom door needed cleaning and painting. The carpet needed shampoo or replacement. The bed skirt had food stains and was not properly adjusted to the bed. The walls were dirty with what appeared to be food drips or some other substance. The nightstand had been damaged and needed to be replaced. Overall, the room needed a complete overhaul.

Clean, clean clean! I stayed here and the cleanliness of this hotel exceeded my expectations! The staff was beyond friendly and knowledgeable

Walls are paper thin. Roof is paper thin. Heard people walking around all night. Heard people talking all night. Awful stay.

This place is pretty beat up. It's not particularly dirty, just beat up. Seems to have a permanent odor of ramen and weed. There was no remote for the TV. After a couple trips down stairs I got a working one, and the lady at the front desk was very helpful. There was a burnt out light, but the other ones worked so, not all bad. All I really needed was a place to stay, and this did that, but nothing great about it.

It was extremely loud through out the night...

It was a good stay . It’s loud.

As far as this hotel goes, it's likely one of rhe better options as fsr as bang for your buck. The hotel is clean, and has a more modern look than some hotels. It was pretty quiet when I stayed and I never really had issues with sound other than the occasional person walking and talking outside. Now as far as things that I didn't like... there are a few. When you walk into your room, it has a feint smell of smoke even in the non-smoking rooms. I'm unsure as to if they have smoking rooms but you can still smell the menthol from cigarettes that lingers in the rooms, although not strong, is there. When I stayed, the bathroom door took quite some force to close, almost like you had to slam it for it to fully close and the lock on it was hit or miss, often not working or getting stuck halfway. I had read reviews about this hotel beforehand and saw people complaining about the breakfast, but I never really had an issue with it. When you check in, the person at the counter tells you that it's more of a grab and go type of thing rather than a sit down breakfast. Other than the things listed above, everything was up to par with even 5 star hotels.

The beds are comfy. The room was clean. The staff was friendly. For the price point it was a great stay (with stove/microwave). The only thing that wasn’t the best but still doable, is that there was no light in the bathroom

The bed was extremely noisy

The cabinets made of partial board were swollen and delaminating from possible water damage. Though I intentionally booked a room with a kitchen, with plans to cook dinner, there were no pots, pans, dishes, or even a coffee pot. I asked for a coffee pot and was told they don’t have them in the rooms, and that I could come down for coffee in the lobby in the morning. I brought my own coffee pot up to the room. They advertise free breakfast, but there was nothing more than coffee (which was empty at 7:00 AM) and some granola bars. This is not breakfast. The staff said they were (out of some things).

I've stayed here before and would again. This room, 226, was the noisiest room I can remember ever staying in. With the noise being mechanical clunking, water knocking and elevator noise.

The main reason I gave 4 stars was that when I went to shower, the water was lukewarm—not even hot—and the shower pressure was too weak for the water to flow properly. I felt quite cold while taking a quick shower. Additionally, there was no hairdryer available. I mentioned this to the receptionist, and she made a note in her book. Otherwise, the room was clean and quiet.

Staff is wonderful!!!

When we checked in the person who helped us was awesome! I wish i could remember his name

Check in was easy and able to accommodate my request to be on the 1st floor. Room is clean and front desk is very accommodating as well.

Room not ready upon arrival, was told only one housekeeper. When I returned, their system was down and they were unable to assign me a room. Very rude staff member working the counter, absolutely no customer service. Room smelled like cigarettes, was outdated and in disrepair. No shampoo, only bar soap. Bed was as hard as a rock. I will never stay here again!

Staff at front desk were gossiping, mentioning people were moody and PMS’ing. Not professional!

Check in was quick, easy and efficient. Gentleman who checked us in was very friendly and attentive. Rooms are nice but need some upgrades like the bathtubs have old stains that need to be removed and the faucets fixed and/or upgraded. Keys to the room kept stopping to work and it was a hassle twice. Came back from an event to be told our room was supposed to be empty and had been cleaned out!!! Scary thought because all our stuff was In there! Thankfully the records weee wrong and our stuff was there. Don’t expect much from a continental breakfast but a bit more than just store bought mini muffins, granola bars, oatmeal packet and coffee. Maybe some juice, fruit to go with it would be great. Minor details would go a long way. Fair price and overall a nice place to sleep

I have a feeling that wasn't the location I rented. Service was not that good or polite. They took them a white to fi d the reservation. Room was dirty & bathroom as well. Specially the tub it gross me out I had to wash it . Check9ut is atv11a.m Service lady came knocking the door around 9ish .

I have been here couple of time with my friend. Ladies at the front and the house keeper are stellar.

The 30 something black woman at check-in treated me, a 70+ white male, like crap. If I could have cancelled my reservation without losing money I would have. Tiana if not racist is RUDE and should not be in a position of public service! I have stayed here before as I have business in the area every August. This was my last stay at this motel!

Nice staff all the time

Great location

This was a very good property to stay out. I felt safe. I slept well because it was quiet. The only bad thing was that they needed to mop the floor in front of the elevator on the third floor, as well as not the actual elevator.

The Extended Stay chain used to be a top notch venue. Those days are gone! The grounds, while lovely feel unsafe with warning signs to lock you cars and sketchy persons wandering about day and night. The rooms while clean and comfortable show signs of wear and unrepaired damage!

The surrounding area has nothing, property is poor maintenance and room is not very clean

Clean ,good location, worked for me

Convenience

The only thing I didn't like about it was it was hard to find for someone out of time

Rooms pretty clean, but hallways and elevator smelled. Grab and go breakfast, all sweets and coffee.

Check in was quick, easy and efficient. Gentleman who checked us in was very friendly and attentive. Rooms are nice but need some upgrades like the bathtubs have old stains that need to be removed and the faucets fixed and/or upgraded. Keys to the room kept stopping to work and it was a hassle twice. Came back from an event to be told our room was supposed to be empty and had been cleaned out!!! Scary thought because all our stuff was In there! Thankfully the records weee wrong and our stuff was there. Don’t expect much from a continental breakfast but a bit more than just store bought mini muffins, granola bars, oatmeal packet and coffee. Maybe some juice, fruit to go with it would be great. Minor details would go a long way. Fair price and overall a nice place to sleep

As far as this hotel goes, it's likely one of rhe better options as fsr as bang for your buck. The hotel is clean, and has a more modern look than some hotels. It was pretty quiet when I stayed and I never really had issues with sound other than the occasional person walking and talking outside. Now as far as things that I didn't like... there are a few. When you walk into your room, it has a feint smell of smoke even in the non-smoking rooms. I'm unsure as to if they have smoking rooms but you can still smell the menthol from cigarettes that lingers in the rooms, although not strong, is there. When I stayed, the bathroom door took quite some force to close, almost like you had to slam it for it to fully close and the lock on it was hit or miss, often not working or getting stuck halfway. I had read reviews about this hotel beforehand and saw people complaining about the breakfast, but I never really had an issue with it. When you check in, the person at the counter tells you that it's more of a grab and go type of thing rather than a sit down breakfast. Other than the things listed above, everything was up to par with even 5 star hotels.

Staff was great. Room was acceptable. Coffee with liquid creamer versus powder and light edibles ( granola bars, muffins, quick oatmeal ) was appreciated. We experienced a lot of “guest” noise late into the night and very early in the morning. Can’t entirely blame the property fit that.

Breakfast was a muffins and coffee bar without sweeteners or creamers. But overall, it was a great stay.

I booked this hotel for my son and his kids specifically because it says breakfast but there was NO BREAKFAST at all. He could have stayed at my hotel and bought breakfast if we had known. FALSE ADVERTISEMENT on website.

The cabinets made of partial board were swollen and delaminating from possible water damage. Though I intentionally booked a room with a kitchen, with plans to cook dinner, there were no pots, pans, dishes, or even a coffee pot. I asked for a coffee pot and was told they don’t have them in the rooms, and that I could come down for coffee in the lobby in the morning. I brought my own coffee pot up to the room. They advertise free breakfast, but there was nothing more than coffee (which was empty at 7:00 AM) and some granola bars. This is not breakfast. The staff said they were (out of some things).

More food options

Not really a breakfast. Just coffe/ tes with cop cake