Residence Inn by Marriott Richmond West End

This hotel offers a unique stay with its apartment-style rooms featuring full kitchens, providing a home-like environment that stands out from typical hotel setups. This spacious accommodation is particularly well-suited for long-term guests and families seeking ample living space, as well as pet owners due to its accommodating policy. While some guests appreciate the value offered, many express significant concerns regarding the property's overall condition, frequently describing it as old, outdated, and in need of extensive renovation. Cleanliness is a recurring issue, with numerous reports of unkempt rooms and common areas. Despite these challenges, the staff often receives praise for their helpfulness and customer-oriented approach. To ensure a comfortable stay, it is advisable to confirm room conditions upon arrival and clarify any potential parking charges beforehand.

Facilities & Amenities
The hotel's primary amenity is its full kitchen within each apartment-style unit, designed to offer guests the convenience of home cooking. However, many guests report that these kitchens often lack essential utensils, pots, pans, or coffee makers, requiring requests to the front desk. The unique outdoor access to rooms, resembling apartment buildings, is noted, though some guests found the exterior lighting to be poor, creating a sketchy atmosphere at night, and observed rickety stairs. The pool is a frequently mentioned facility, but overwhelmingly described as dirty or unmaintained, with some guests calling it a "cesspool." Other reported issues include non-working appliances such as dishwashers, ice machines, and televisions, as well as broken iron boards and loud air conditioning units. Some guests also experienced issues with laundry facilities not functioning correctly.

Cleanliness & Room Comfort
Cleanliness and room comfort are areas of significant concern for many guests. Numerous reviews highlight filthy carpets, widespread stains on furniture, sheets, and comforters, and pervasive unpleasant odors including smoke, mustiness, and pet smells. Reports of mold in bathrooms and kitchenettes are common, alongside frequent sightings of various bugs such as ants, gnats, beetles, and even suspected bed bugs. Many guests were disappointed by the lack of consistent housekeeping service, often requiring 24-hour advance notice for basic cleaning, and even then, service was sometimes inadequate, with rooms not being vacuumed or surfaces cleaned. Bathroom issues are prevalent, including clogged sinks, poor drainage, broken fixtures, and dirty showers. While some guests found the beds comfortable, others complained about flat pillows and itchy linens. Noise levels from loud air conditioning units or upstairs neighbors also impacted sleep quality.

Dining & Food Quality
Feedback on the hotel's dining options, primarily the complimentary breakfast, is mixed. Many guests found the breakfast to be good or even awesome, appreciating the variety of options available and the friendly demeanor of the kitchen staff. Some guests specifically highlighted the convenience and quality of the morning meal as a positive aspect of their stay, noting it was not overwhelming but sufficient. However, a notable number of reviews described the breakfast as mediocre, awful, or limited in selection. Specific complaints included cold water for oatmeal, the absence of a toaster for bagels, and a general lack of diverse choices, with some finding only a few items offered. Despite these criticisms, the availability of a complimentary breakfast is generally seen as a valuable inclusion, though its execution can vary.

Location & Accessibility
The hotel's location generally receives positive remarks for its convenience and accessibility. Guests appreciate its proximity to various shopping areas, transit options, and a local university, making it suitable for different types of stays. For those visiting for medical reasons, its closeness to a hospital is also a noted advantage. However, parking is a significant point of contention for many. Numerous guests expressed surprise and frustration over an unadvertised $10 daily parking fee, which they felt was excessive given the property's overall condition and suburban setting. Furthermore, complaints about limited parking spaces and poor exterior lighting in the parking areas were common, with some guests resorting to parking on the street due to lack of available spots, raising safety concerns.

Staff & Service
Guest feedback regarding staff and service is notably mixed. Many guests commend the front desk staff for being friendly, helpful, and customer-oriented, with several reviews highlighting specific individuals for their exceptional service and willingness to assist. These positive interactions often contribute to a more comfortable stay, with staff being described as attentive and accommodating during check-in and for various requests. Conversely, a significant number of reviews detail experiences of poor customer service, including unprofessional interactions, unresponsive management, and a lack of follow-through on reported issues or requests for room changes and refunds. A major point of dissatisfaction is the housekeeping service, which many guests found to be inadequate or non-existent, often requiring 24-hour advance notice for room cleaning, and even then, the service provided was frequently reported as insufficient.

Additional Information
It is important for prospective guests to understand that this property is a converted apartment community, which contributes to its unique layout and older aesthetic, differing significantly from a typical hotel setup. The hotel maintains a pet-friendly policy, accommodating guests traveling with animals. A key operational detail is the housekeeping policy, which requires guests to request room cleaning 24 hours in advance, a departure from traditional daily service that many found inconvenient. Furthermore, guests should be aware of a daily parking fee that is often not clearly communicated upfront, leading to unexpected charges. Some guests have also reported issues with double charges for their stay or difficulties in obtaining refunds. On a positive note, the property has installed a new fence, enhancing the sense of security for guests.