Aloft by Marriott Richmond West Short Pump

My card was charged more than the amount on my invoice, and I still haven’t been able to get a receipt showing the actual amount charged. This has been going on since DEC. I’ve called and tried to get it sorted out, but the manager still hasn’t contacted me. I’m a Marriott Bonvoy member and book a lot of trips, and it shouldn’t be this hard to resolve. I would never stay here again.

We brought our pets to this pet-friendly hotel and had a late checkout, with hours left before we needed to leave. A housekeeping staff member knocked once, then opened the door without waiting for a response and let my German shepherd out. They screamed and ran off with the door left open. I rushed after my dog and ended up locked out, holding her by the collar while I was improperly dressed and embarrassed and exposed. I was injured during the incident. Neither the staff member nor management apologized. The staff member was hurt too, but not by my pet, by their own actions. This was incredibly upsetting, and I will not return.

Nearby restaurants are the one good thing about the location. My room was close to the elevator, and every so often there was a loud rumble, louder than a lawnmower. I couldn’t tell if it came from the pipes or elevator; it sounded like a mower starting or a car with a glass-pack muffler. The shower floor was dirty and cracked. There was paint overspray in the room, which made it seem like management paid little attention to the guest rooms. The most disappointing part was seeing placards asking for tips. For what?

The front desk staff were really nice and took good care of me, and they cleaned my room every day. I had a wonderful stay and will come back when I’m in town because of how kind everyone was.