Courtyard by Marriott Richmond West

We were at Scott's Addition in Richmond over the weekend on a Sat night. I got a king on the first floor. I normally dislike the first floor for security reasons but the sliding door was sturdy, the curtains blocked off the light, and the proximity and ease in getting from/to the car to our room was very convenient. The hotel room was quiet, clean, had well placed power plugs, and was comfortable but had no breakfast. The staff were friendly, helpful, and professional. It was also more affordable than the Marriott Courtyard in Scott's Addition but about the same price as the Marriott Residence Inn (also on West Broad Street) that includes breakfast, and the room was larger with a kitchen and TV seating area. Overall, the hotel was a little bit more expensive than I wanted to pay, especially to pay over $45 for a coffee and 3 breakfast burritos at the Starbucks bistro area, but hotel met our needs for a one night stay.

Service was good, Bryan at the front desk was great. Very helpful. Rooms are very very outdated! Even though it’s clean it didn’t feel clean…the carpet was hard or “crunchy” like it’s so old it dried up. Very gross feeling. the beds were HORRIBLE! Get new ones or flip the beds…something! I specifically asked for a room with two queen beds, so I had an option. Usually there is one bed better than the other but these beds were absolutely. You could feel the impression of the other person where they sat where they laid. I can barely move my neck due to how strained it was the pillows what pillows they’re a ball of fluffy air with no support. In the morning when I checked out, Kimberly at the front desk asked how my stay was. I let her know it was not good and the beds were absolutely horrible. My back was killing me everything she proceeded to ask well did you ask for a new room? No I did not ask for a new room. I did not want to pack up all of my things after I had showered and got into the comfort of my pajamas. If I did request a new room, how many rooms would you have offered for me to be satisfied with the bed if you did not have any beds that satisfied then what? Kimberly offered to provide points, but I am yet to see that. When I was leaving her attitude started to get aggressive, and she started slamming things around. This could be a great hotel. It’s very sad that owners of these franchises don’t take care of them, or put any customers comfort consideration. They just want to take the money and that’s it.. I will not stay at this location again.

As a Marriott lifetime titanium I can honestly say this is the worst marriot on earth I’ve been too. Firstly they do not honor nor care about the Marriott Bonvoy program charging me a day before my stay after cancelling despite Brian and their manager lying to me on a recorded line that they would credit it back as the titanium program allows you to cancel the day before. They charged and lied to me three times via phone no credit back. I’ve supplied this to the various authorities as fraud. Despicable human beings Brian and his manager. They should look for new jobs as they will need them soon. I told you guys I was recording you didn’t have to lie three times. Honesty and integrity are part of the Marriott brand and loyalty. This hotel is a cancer that is hindering the great work of multiple generations of the Marriott family.