Springhill Suites by Marriott Richmond Northwest

On our second stay, I asked for an ADA room because I'd recently had knee surgery, and they accommodated me without hesitation. My brother Paul W. had recommended the hotel, and I'm glad we listened. The place is well maintained, the staff are very friendly, and it seems quieter than other hotels I've stayed in. It's just off the interstate near shops and restaurants, and I didn't find a single bug. Thanks for looking after the property.

I stayed for a week, and the experience went from excellent customer service at the start to deeply unsettling problems. Around the middle of the stay, the hotel's system incorrectly showed that I had checked out, even though I was still in the room and had paid for the full week. After I'd told staff the room was occupied, a male front desk employee tried to enter twice while I was inside getting dressed for work. The security latch stopped him both times. He hadn't called first to check whether anyone was there, and that felt alarming and completely avoidable. After the second attempt, around day three, the calls started. Every morning I was told the room should be empty, and I had to explain again to different front desk associates that it was paid for through the week. Staff eventually acknowledged I'd done nothing wrong and that a system error had made it look as though I'd overstayed or checked out, but the confusion kept going for the rest of my visit. A month later, I'm still getting statements and notifications suggesting I just checked in, just checked out, or am still occupying the room. When I called to get that ongoing issue fixed, service was just as disappointing. I was hurried off the phone and told to block Marriott emails instead of having anyone investigate and correct the records. Blocking messages isn't a solution. I know technical errors happen, but repeated entry attempts, daily calls questioning my occupancy after I'd explained it, and billing confusion long after the stay point to serious operational and customer service problems. I hope management addresses the system and communication issues so other guests don't have the same experience.

The rooms were in good shape and the bed was comfortable. There was a nice workout space and an indoor pool, and they gave me water and a bag of pretzels when I arrived. Still, I didn't get much value from this stay and would probably pick somewhere else next time I'm in the area. Staff were okay and doing their jobs, but I missed the warm greeting and smile I've had at other Marriott properties. They should also keep breakfast open longer on holidays. I went back and forth between three and four stars.

Loved how clean everything was, more than I'm used to at a hotel in this price range. The room was quiet and set up nicely, with good furniture. That couch was so firm and comfortable I kind of want one at home. I was a little disappointed that the "kitchenette" was just a mini fridge, microwave, and sink, but I wasn't planning to cook, so we managed.