Springhill Suites by Marriott Richmond Northwest

Upon checking in after a very long car ride there was no staff at the check in counter for 15-20 minutes. About 5 families were waiting this time. There was a sign that staff was helping a customer. Which is fine and not her fault at all but a hotel like this should have more than one person working. The lobby bathrooms were absolutely disgusting with very clogged toilets in both the men’s and woman bathrooms. Noise level was loud. And the sink water had a very strong sulfur taste and smell. The complimentary breakfast was very nice with a lot of options.

A staff (exquisite kindness and compassionate help with needs of kids through elderly as we attended a family funeral), D owner investment/property upkeep (badly cracked bathtub; windows bolted shut despite a steep rise in COVID, flu, and RSV this winter; temperature unable to go below 65, leading to fragmented sleep for a family used to 62-degree nighttime temps (including 2 kids); only 1 person at desk at any given time, leading to unacceptable delays in service in the evening at times. Those wonderful employees deserve better owner investment in the property, and so do we consumers. Also, the property was extremely difficult to find from the street--hoping the leasing company that runs the office park can work with the hotel to provide clearer signage.

This hotel is great. It did not list in the amenities that they have an indoor pool, or I would have packed my bathing suit. The bed is a bit too firm for my taste, but everything else is wonderful. I will stay here each time I come to Richmond to see family.

It was a great stay for me and my family! We were greeted with great hospitality and the room was great!

Didn't like being on the ground floor. I think guests with kids should automatically be put in rooms on the ground floor. Lots of bumping going on overhead all night. Bed was too low to the floor.

Staff was beyond gracious with our stay. My family came from out of town to be with our mother as she passed at St. Mary’s Hospital. Location was convenient, breakfast was easy to grab from in the morning, parking was easy and property was safe.

The hotel would have received 5 stars if it wasn't for the fact that they were under construction and it was a bit of a mess if you have small children. (The bad 1st) I had a horrible experience with one of the receptionist staff who worked the evening shift her professionalism was just plain awful. I have 4 small children and she was not pleasant to my children or me. She complained my children were too loud in the pool area and the hallway. My children are 5, 6, 6, and 1 years old so I'm sure every parent can understand, however, this woman's demeanor and respectability toward us was just sad. I did speak to the supervisor and she was attentive and professional. On the other hand, all the other staff was outstanding the morning receptionist staff was wonderful, kind, super friendly, and always very accommodating. The housekeeper Brittany was OUTSTANDING she treated me and my children wonderfully!! I drove her crazy and she never did anything but smile!!! She is definitely someone who deserves a HUGE THANK YOU! The breakfast during the weekend was okay, a lot better during the week. The pool was also okay my children enjoyed it especially when it wasn't the unprofessional receptionist shift. Overall the hotel was great, the good definitely out wayed the bad!!

The women at check in were so nice and helpful, they were joking about the renovations and making everyone laugh!! It was very nice to see and amazing for myself and family of 5 as we just drove in for the last 10ths from Canada.

I love the waiver they make you sign to promise to stay quiet after hours. We had no idea there were so many kids in the hotel until the next day at breakfast.

This hotel was very clean! The hotel staff were amazing and very helpful. Check in was a breeze. The only downside was that young children were running and jumping in the room directly above us all hours of the night and early morning. (Not the hotel's fault) Next time I will request the top floor. Double beds are on the small side. Price was great for the area. Well-appointed room with everything you could need. We were visiting family at the Sheltering Arms Institute. Location to the Institute and all local shopping and restaurants was a real plus. I would definitely stay again.