Extended Stay America Suites - Richmond - Hilltop Mall

To be honest, we actually didn't stay for our one night reservation due to personal family issues. We did check in and we were able to see the room, but we didn't get a chance to even put our bags down when we received an emergency phone call. Binu, the front desk representative was very courteous and helpful, she made us feel welcomed. Our initial observations of the room was that we were impressed with the full kitchenette and large bathroom. The beds looked clean and the room was well lit from the natural light from the window. We were actually looking forward to staying but we had to leave because of an emergency. We want to thank Extended Stay America Hilltop Richmond for providing a refund. It's too bad, we were actually looking forward to staying and I wanted to try the kitchenette for the first time.

We wished that the elevator was operating faster. It took forever to go from lobby to 2nd floor. We could have taken the stairs and be inside our room before the elevator can take us.

The front desk staff was extremely helpful when I had to modify the number of days I stayed. They worked with Booking.com to help make the changes. Although it took a little while, the front desk staff was patient and gave me helpful advice about using 3rd party sites to book a room. Very accommodating and nice.

The room and the controlled entry

The breakfast

It is nice to have a little kitchenette & the bed was comfortable.

Air conditioner didn’t work & the staff told me they knew that a week earlier. Supposedly a work order was put in, but the problem wasn’t fixed. The suggestion was to open the windows. I was traveling alone & on the first floor— not a safe situation. The kitchen was not equipped. Yes, you can rent kitchen supplies, but a few items might be nice. No shampoo or conditioner in the room. Again, you could get them from the front desk, but this isn’t a Motel 6!