Best Western Premier Richmond City Gateway

We stayed for three nights in January ‘26 for a volleyball tournament. The staff was very accommodating and provided great service. I could smell someone smoking cigarettes from my room and in the hallway. When mentioned to the hotel staff they said they would look into it. Not sure if the people smoking checked out or if the staff figured out who it was and put a stop to it… but seemed to help! Our team had a conference room reserved which was great - it gave them the space they needed to spend time as a team. There was a small restaurant which had a nice selection of food and spirits. They closed promptly at 9pm… there is a McDonald’s and a subway right across the street which was convenient.

Except staff and food all other service was bad. Very bad carpets and bad odours. Beds and sheets were bad. Bathroom was accessible and had water spill out of bath. Door locks broken. We tried to book another hotel and didn’t get them as it was late night. Since it was non refundable we had to adjust.

Unless you want to share your room with Cockroaches, Don’t stay here! If you stay in room 228, there’s probably still a cup in the closet…. Don’t lift it up. I’m sure the housekeeper hasn’t even noticed it’s there. |If there was an option for a negative star, this place would get it.|We couldn’t leave fast enough!

We had 14 families staying at the hotel while in Richmond for a volleyball tournament at the convention center, and from start to finish, Nita ensured our group felt supported, welcomed, and truly cared for. She went above and beyond in every way — coordinating late check-ins, bringing in kitchen staff so our girls could enjoy breakfast before heading out early for their Saturday matches, and reserving Salon C for our team to gather, bond, and relax together. The thoughtful touches did not stop there. On checkout day, Nita and a maintenance team member even assisted one of our moms when her car would not start — an act of kindness that meant so much during a stressful moment. We were very aware that multiple teams were staying at the hotel that weekend, so we know the staff had their han

Coffee maker in room didn't work. Microwave didn't work. Toilet flush handle didn't work (had to reach in tank to flush), shower water had only hot. Only. Hot. front desk staff could not add a second name to the room for a spouse in case of lost key. I do t know what "premier" means to best western, but this was slightly worse than a $50 skid row motel- except Breakfast is very decent Restaurant (separate review) is surprisingly good for dinner. To be clear, this was also a disabled access room.