Extended Stay America Suites- Richmond - Hilltop Mall

We last minute decided to visit family in the area while passing through. My key did not work multiple times and my door lock needed to be reset which was frustrating. People are hanging around the small lobby making it not feel safe. The room was luckily clean. We ended up staying because it was for one night and a last minute decision, but I wont be back and would not recommend unless you are in a BIND and have to. ***Also, the elevator did not function properly. We used it once and someone who stayed there said there was a trick to get it to work. Also, the button on our floor looked broken, so we did not trust it and took the stairs.

The staff is friendly and very helpful especially Amanda and David. I ended up staying much longer than anticipated due to work. However the room wasn’t the best but it served its purpose. A no-frills space.

Positive: Location and staff are fine Negative: The beds. I got 2 rooms and one of the rooms had something inserted in the mattress and a it cut a loved one. Also, it said Non smoke soon and the room stunk of smoke. The room i occupied the mattress was bad and went in too much on one side.

I've stayed at multiple Extended Stay locations, and while I've had some decent experiences in the past (including good continental breakfast options), this particular stay was one of the worst. Despite charging top-tier prices--comparable to the Courtyard Marriott--the accommodations were outdated, unclean, and poorly managed.||Filthy and Poorly Maintained|The entire building smelled like dog urine and smoke, including the hallways and elevators.|Elevators had accidents from dogs (urine and feces), and the staff did not clean them promptly.|Room furniture and appliances were old and worn out--not worth the price they're charging.|My bathtub was stained pink, and cleanliness overall was questionable.|Overpriced with Minimal Services|They treat the hotel like an apartment complex, yet they

The rooms have an inexplicable strong musty smell. I have stayed on two separate occasions in two separate rooms on the first floor and they both had the overwhelming smell. If you are sensitive to odors I would advise to stay away. If this wasn't one of the few hotels in the area that allow pets I would not choose to stay here.