Residence Inn by Marriott Richmond Northwest/Short Pump

Traci Hastings

I wish I could give this hotel zero stars. I booked a stay here with my 8 month old. I called ahead asking for a pack n play and a customer service rep confirmed they had one reserved for me and I even had it in writing. When I arrived to check in at the end of a long travel day and right before bedtime, the front desk associate told me that they didn’t have any pack n plays available. I explained that I called ahead. She left for a few minutes and came back to tell me that her manager said they only have one and it’s broken. Apparently someone was supposed to tell me and they “forgot.” They offered nothing more than a half hearted apology. The manager didn’t even come out to speak with me. I ended up having to switch hotels so I had somewhere safe for my son to sleep. As a loyal Marriott customer, I am beyond frustrated that an extended stay hotel option had no sleep options for children and no courtesy to address that problem.

prasomsook

I recently stayed at Residence Inn Richmond Northwest/Short Pump. I had 2 reservations. When I got there, the front desk told me that one room was ready and the other one was still being cleaned up and he will call me when the room is ready. It was 5:30pm, so I went out for dinner. When we came back around 7pm, the front desk told me, he had called me in the room and no one picked up so he canceled my room. How can you do that? I already swiped my credit card and everything. You can’t do that. I used to work at Marriott front desk and I know your system is overbook the reservation but this is not the guest problem and you can’t kick the guests out of the hotel when they already had the confirmation number and confirmed. 2 of my friends got kick out also and all the front desk said was “ you don’t have reservation and we canceled your reservation because we are overbook” This is unacceptable. We have to pay for the new hotel and the front desk was so rude. All he said was “my manager told me to do this” where is the manager? You can’t just tell us that you canceled our reservation or we don’t have reservation. Around midnight, we found out that we don’t have hot water to shower and we went to the front desk and they acted like “not their problem” Do not stay in this property.

Aisha Summers

I would have given less than one star but since that’s the lowest rating I can give… here it goes: A group of 6 families made reservations at this location a month in advance and checked in prior to arriving at this location. Check in is allowed via the app and I personally called this location 1 hour prior to my check in to confirm my reservation and notify I was indeed arriving for my stay. Still, with no notice, warning, call back or email- 3 of us had our rooms canceled. Yes, we arrived and completely given “sorry we have no rooms”. How is this possible? How are families suppose to find lodging with small children in tow as a they visit a state they are not familiar with? Absolutely ridiculous, unprofessional and not what I would expect from a large corporation who seemingly has all of the the technological tools to book, reserve and communicate with their consumers. WARNING: stay away from brand and location as this is an increasingly common practice for certain Marriott locations to bump people who have reservations.

Thi Dang

We just stayed here for one night on our way down to Florida. Rooms were very clean, the one bedroom suite had 2 huge TVs. One in the living room and another in bedroom. Layout, furnishings and everything was very comfy. Breakfast was nice—great selection of fruit. Staff was also very friendly. I would definitely stay here again.