Extended Stay America Select Suites Richmond Innsbrook

Everyone, including the front desk staff, helped make my family's stay comfortable and made us feel welcome. The workers are respectful and responsive, and the manager is amazing, nice, and respectful. If there's ever an issue, they're Johnny on the spot. I honestly can't say anything bad. I had a great stay and am grateful for the service. Thank you so much, David ❤️. If I ever need somewhere to go, I know I'm always welcome because they made me feel that way.

My husband and I are new to Richmond Virginia and stayed here for two and one half months while looking for a permanent home. At first, things were good. The room was big, with pretty prints on the walls, a small kitchen area, and a TV. We appreciated the friendly housekeeper, who did a great job, and the women at the front desk were wonderful. General manager David was nice at first, talked with us, and told us where the bus stop was since we don't drive. Then I found out the fitness room machines didn't work. David only put up an out-of-service sign and never called anyone to fix them. The laundry machines broke at least three times, and each time Manager Do Nothing Dave told us to call the company ourselves. Getting those repairs handled is the manager's job. Then Dave said we'd reached our maximum stay and had to leave by Tuesday November,4th, saying it was Corporate's rule. On the morning of November 4, I looked for a dolly to move our belongings outside, but, as usual, the hotel's only cart wasn't in the lobby. I told Dave we couldn't move our things without it. He wouldn't look for the cart. When I asked how he expected us to move out, he said we had to be gone by eleven a.m. or he'd call the police to escort us out. After we paid for over two and one half months, this is how your management company treats people. Shame on you. You own 600 hotels and should provide more amenities for the prices you charge. Treat customers well, because you wouldn't have a business without us. Please hire managers who show courtesy and respect instead of Do Nothing Daves who spend most of their time standing behind the front desk. From my Steve From Jackie

The cleanliness and safety here were a real concern. Our first room wasn’t even locked, and inside were clothes and a donut box. They moved us, but the building entrance stayed unlocked too, so anyone could walk in. I was worried about my child and us being safe. The hall smelled strongly of drugs, and people were hanging around in a way that made the place feel like a drug spot. It was so foul it made us feel sick. There were ants by the bed, baby roaches, no dishcloths (only a dish towel), and floors that looked like they’d never been shampooed. Guests’ dogs had pooped on the floor and it hadn’t been cleaned up. My son-in-law stepped in it. This place is a dump, and it’s neither clean nor safe.

I chose this hotel because the booking was supposed to be refundable and cancellable, but that didn’t turn out to be true. At check-in, I was asked for ID, though I hadn’t seen anywhere that it was required and didn’t have it with me right away. Even with my confirmation email, the staff member said there was no other way to verify me. He said I could still cancel and get a refund, so I left in an awkward spot without somewhere to stay and tried to cancel immediately. The system wouldn’t let me. When I called the next morning, the woman on the phone responded as if she couldn’t understand me. She recited the rules about verification, but nobody had mentioned them or put them on the website. When I asked about the cancellation, she acted as though I was unreasonable because it should be possible, even though it wasn’t. I told her this was very bad business practice and gave up. I lost a lot of money for a room I never used, despite choosing this place specifically for the refund option. This felt like greedy, indecent business. Don’t trust this place.