Extended Stay America Richmond-Hilltop Mall

At check-in, they told us smoking wasn't allowed and that we'd be asked to leave if they found any. We don't smoke, and I have young children. Still, the hallways and elevator smelled like people had been smoking marijuana throughout our stay. It wasn't a pleasant experience.

Our room was luckily clean, and we stayed because it was just one night and a last-minute decision while passing through to visit family. But the key failed multiple times, and the door lock had to be reset, which was frustrating. People hanging around the small lobby made the place feel unsafe. I won't return or recommend it unless you're in a bind. The elevator also didn't work properly. We used it once, and another guest said there was a trick to getting it to work. The button on our floor looked broken, so we didn't trust it and took the stairs.

Amanda at the counter was so polite, welcoming, and understanding. She's a great employee with a kind heart.

The room was so musty that the window had been left open when we arrived, so clearly we weren't the only ones who noticed the smell. The place is pretty run down. I've stayed in budget hotels that were clean and basic, and that's fine, but this wasn't one of them.