Courtyard by Marriott Richmond Downtown

No complaints from me. Everyone was professional and accommodating. Emanuel in the dining area on Friday night was great. The bartender didn't show, so he stepped in and made our night after a long drive. Cliff outside was also incredibly helpful and had a great personality. Hope to return, and maybe catch one of Cliff's shows. Thanks.

The valet company manager emailed us the next day, apologized for the wait, and refunded the full valet fee. That was appreciated, but we were shocked by how badly Marriott handled the rest. I wouldn't recommend staying here, because if something goes wrong, it seems unlikely anyone will take proper responsibility. At checkout, we found that the valet who took our car the night before had misplaced the key, failed to record the car in the valet lot, and entered the wrong state for the license plate. Our own vehicle app confirmed the car was there, but the valet on duty couldn't find the key. It took 90 minutes to get it back. We spoke with the valet, who said he'd called his manager, then kept bringing other guests their cars while waiting for the manager to arrive. After 45 minutes, the overnight desk rep noticed we were still in the lobby and asked if she could help. But she wouldn't call either her manager or the valet company's management contact. I was frustrated and worried we might not get the car if the key was lost. After our conversation, she went back to the desk and talked loudly about me to another employee, still without contacting anyone who could help. About an hour in, a Marriott manager arrived but didn't give us his name. He gave conflicting information about whether the key had been found, said he'd add Bonvoy points, and repeatedly argued that valet was a third party, so the hotel wasn't responsible, even though the hotel promotes it. The valet eventually found the key after about 90 minutes, brought the car around, handed it over, and hurried off without saying where he'd found it. This happened around 7:30 am Saturday, 11/30. The manager said we'd hear from him and the points would be added soon. I confirmed he had the information to do it, gave him my cell number for follow-up, and watched him enter it in his phone. As I write this, there's been no follow-up and no points in my account.

Cliff in Valet made our wedding weekend much easier for a large group. He pointed us to the canal walk, restaurants, and the great bookstore up the block, all while doing different actors' and comedians' voices. He's full of energy and made us feel welcome whenever we came or went. A real gem for Marriott. The property is nice, and the rest of the staff were great too.

We had a lovely weekend at the Courtyard Marriott. Clif, the car attendant, was respectful, courteous, and really helpful with directions to a brunch restaurant. Looking forward to coming back to Richmond!