InTown Suites Extended Stay Richmond VA - Midlothian

"Mr. Thomas is an excellent manager. He tries to do everything he can to accommodate you. The night staff members are great as well. The night staff have assisted me consistently. My stay was excellent."

"The staff at this location was very rude and impersonal. To make matters worse, there is no customer service line to call to talk to a human, and the staff here knows it. Rooms are small but tidy. I would look elsewhere for weekly stays."

"I regularly stay in hotels and extended stay suites similar to InTown Suites for work and this time for a family function but never seen such a hotel set up this way. I knew I would be delayed coming in as a result of flight delays and attempted to call the front desk all throughout normal operating hours from 11 AM - 7 PM the day of check-in. When selecting the option to speak with the front desk it would immediately forward to a Verizon Wireless cell phone voicemail. I left a few messages indicating I would require the late check-in due to the delay per the reservation confirmation instructions and no one was there when I arrived a little after 7:30 PM. There is no customer service number you can call, only the main reservations line who will direct you to filling out an online form on their website despite the reservations representative being apologetic as this seems to be a common problem. When receiving a response from the online form a few days later, I was instructed to contact the front desk even when being very clear I was not able to get through to the front desk even during normal business hours including several days later to try to understand why this is a problem for them. Quite the "catch 22". A credit card dispute proved to be ineffective in attempting to recover the first night's booking of the seven nights I intended to stay there which is kept as a non-refundable deposit if you are a no show probably because there is no listed way for the customer to get through to the front desk when it's being forwarded to someone's cell phone after clearly selecting the front desk option from their automated phone menu when calling and it's an easy way for them to get your money without actually providing a service. As someone who has stayed in thousands of hotels over the past four decades, this is the one you need to stay away from. I should have listened to other similar reviews but I decided to give InTown Suites the benefit of the doubt, and boy was I wrong in doing so this time. Please don't make the same mistake."

"I've been waiting to hear back from the General Manager of this location since my first day of staying in this hotel. Our ENTIRE stay has been NOTHING but HORRIFIC. Starting with check in; we were given a key to check in to our room, however as we opened the door we're greeted by another guest who was already occupying the room. We then go back to the front desk to find out the location we reserved did NOT offer smoking rooms or a premium king suite like we had reserved. We were then told our reservation had been changed to accommodate what was available. Despite the fact our room was not what we reserved, we needed a place to stay and this location was the only available spot at the time of booking. Now onto the room and stay.. our first night we arrived fairly late, closer to midnight as we'd been moving all weekend. Within 10 minutes of being in our room we have the after hours attendant call our hotel phone stating there's a complaint of noise coming from our room. After advising the attendant we were just coming in I was harassed and demanded to check out because i can't follow hotel rules of lights out at 10pm and that means staying in my room the entire night until sun up. My housekeeping day is Tuesday, however we checked in on Monday, so housekeeping didn't show up Tuesday after check-in, and our expected check out is Monday. Why would they schedule housekeeping the day after check-in and not again until after checkout? Am expected to clean my own bedding, mop and clean like I'm at home for this price?! I've had to purchase my own broom and cleaning materials, trash bags and now even toilet paper as they advertise now more as "apartment style living to make it cheaper". Nothing is supplied in our room as far as cookware, utensils or dinner ware, we didn't even get plastic cups or towels. We were told there was low stock for towels, but to call and they'll bring up towels but we went and bought our own towels because it's almost impossible to get anyone at the front desk to answer let alone be in the office when we walk down to talk. Our room is traditional, no upgrades, lack of storage, rust on the appliances, the outlets are off center and the one between beds spark when trying to plug in my chargers. Each outlet is hard to insert or remove prongs, the USB ports on the lights by the bed are both broken and neither outlet works. The light by one bed has broken glass inside of it and the light doesn't work in it. The TV is mounted to the wall and only turns side to side, but there's these bright led dots covering the entire picture of the TV making it hard to actually watch the TV. We've been here since Monday and haven't been able to wash clothes onsite as a laundry card is needed, but this site doesn't sell the laundry cards, so we can't utilize the laundry facility! The refrigerator leaks no matter what setting you put that or the freezer on and it has ruined 3 consecutive meals we've purchased at restaurants along with several other snacks ruined by the leak. Now, the absolute biggest frustration of all is the fact that our door isn't secure. There is roughly a 2 inch gap between the middle down to the bottom and under the door where it doesn't meet flush leaving privacy to even snore during sleep is compromised. To be charged $63 a night for a room that isn't even upgraded (Premium Upgraded suites are the same price, however our room is traditional without upgrades and advertised online as $53 per night!!) is absurd and if I'm not accommodated and refunded for the situation we've come across at this location, I'll be disputing with my credit card because this is NOT worth over $500 for a week. Especially when I can go down the road to extended stay America and have way better with housing, cookware, smoking rooms and a staff available until 11pm nightly. I expect a call ASAP before my check out on Monday 11/13."

"I stayed at this hotel for over a year due to work. It was the cheapest option and it started out pretty good. The room was a decent size with a full size fridge and little stove top, but those were the ONLY amenities. Trelaine was the manager and she was great, but she left. The maintenance guy and overnight on- call guy were very helpful when needed. The guests were never a problem and the location was the best part. Close to any and everything you could need. However, it was poorly ran and went down a few months after our arrival. I was told housekeeping weekly. That's a lie. Housekeeping only came maybe 4 times in 13 months. Laundry started out 24 hours which was a huge bonus for me, but was changed to close at 10. They took away the luggage cart which was convenient when we went grocery shipping or went on a trip. Idk what kind of neighbors we had and at what point, but we ended up with roaches the last few months. I have NEVER in my life had an issue with roaches so I was disgusted! To make things worse, Trelaine left and the new front desk employees were barely in the office so it was inconvenient to pick up mail and packages and get new keys every week. There are more complaints, but I'll leave it at that. I was excited when I moved in and greatly disappointed with the property when I left. I wouldn't recommend unless it's your very last option, as was my case."