Comfort Suites Innsbrook - Short Pump

This hotel is frequently chosen for its convenient location near various restaurants and shopping areas, making it a practical option for travelers seeking accessibility to local amenities. Many guests appreciate the spacious rooms, which offer ample space for relaxation. However, a recurring theme in guest feedback highlights significant concerns regarding the hotel's overall cleanliness and maintenance, with numerous reports of dirty conditions and broken amenities throughout the property. Unpleasant odors, including smoke and musty smells, are also frequently noted in common areas and rooms. While some guests found the staff to be helpful and accommodating, others experienced issues with service. To ensure a more comfortable stay, it is advisable to thoroughly inspect your room upon arrival and be prepared for potential maintenance issues.

Facilities & Amenities
Guests frequently report issues with the hotel's facilities. The elevators are a major point of concern, often described as broken, slow, or unsafe, leading many guests to use the stairs. The indoor pool, a feature that attracts families and sports teams, is frequently found to be out of service, dirty, murky, or unheated, causing significant disappointment. While a fitness center is available, some guests noted it has minimal or broken equipment. Wi-Fi connectivity is often reported as weak or spotty, impacting guests' ability to stay connected. Additionally, ice machines on upper floors are commonly out of order, requiring guests to travel to the first floor for ice.

Cleanliness & Room Comfort
The cleanliness and comfort of the rooms are consistently major concerns for guests. Many rooms are described as filthy, with reports of stained carpets, dirty furniture, and peeling wallpaper. Guests frequently encounter various forms of mold on walls, ceilings, and in bathrooms, alongside pervasive unpleasant odors such as smoke, mustiness, or pet urine. Infestations of cockroaches and other bugs (ants, bedbugs) are also widely reported, making stays uncomfortable. Numerous broken fixtures are noted, including non-functional phones, remotes, lights, and air conditioning units. Dirty bathrooms with leaky showers, unstable toilets, and a lack of hot water are common complaints. While some guests found the beds comfortable, many reported them as uncomfortable or unsanitary. The noisy environment from hallways and adjacent rooms further detracts from a restful experience.

Dining & Food Quality
Feedback on the hotel's breakfast is mixed, though many guests express disappointment. While some find it simple and adequate, others describe the food quality as poor, with items being bland, burnt, or spoiled. Common complaints include a lack of breakfast variety, with limited options beyond basic items, and frequent shortages of popular items like milk, juice, or waffle mix. The dining area cleanliness is also a concern for many, with reports of dirty tables, fruit flies, and unhygienic practices by staff. The coffee is sometimes described as unappetizing. These issues often lead guests to seek breakfast options outside the hotel, despite it being a complimentary offering.

Location & Accessibility
The hotel's convenient location is consistently highlighted as a positive aspect by guests. It is situated in a desirable area, offering easy access to a variety of restaurants and shopping centers. Its proximity to major highway access points makes it a practical choice for travelers. The hotel provides ample parking, which is generally appreciated, although some guests noted the parking lot layout can be somewhat tight or confusing. This accessibility to nearby amenities and transportation routes is a significant draw for many visitors, often being the primary reason for their selection of this accommodation.

Staff & Service
Guest experiences with the staff & service are notably mixed. Many guests praise specific individuals for their friendly staff and helpful service, describing them as accommodating, understanding, and willing to assist with issues like room changes or providing fans. Some positive interactions highlight staff efforts to resolve problems, such as quickly addressing toilet issues or offering alternative rooms. However, a significant number of reviews report negative experiences, including unconcerned or rude staff, particularly during check-in processes which can be slow or problematic due to key card issues or rooms not being ready. Housekeeping service receives frequent criticism, with guests reporting rooms not being cleaned, towels not being replaced, or being asked to clean their own rooms.

Additional Information
The hotel's pet-friendly policy is appreciated by some guests, but it is also frequently cited as a source of strong, unpleasant odors like dog urine throughout the property. Despite a stated no-smoking policy, many guests report pervasive smells of cigarette and marijuana smoke in hallways and rooms, indicating frequent violations. Guests often encounter room assignment issues, including being given keys to already occupied rooms or rooms that are not ready, leading to multiple room changes. There are also significant security concerns raised by guests, such as unsecured exterior doors and reports of unusual activity. Many guests staying at the hotel are part of tournament accommodations, often due to "stay to play" policies, and express considerable dissatisfaction with the hotel's condition given their mandatory stay.