Rated 5 out of 5 by Christine313 Home away from home
Darelne and Mark are the best. They are always welcoming and helpful with deciding which restaurants are in the area and are definitely focused on customer service. Always look forward to seeing them when I am there.
March 7, 2013
Rated 1 out of 5 by Sarasmom Serious retraining needed
After driving for twelve hours, we checked in. When I made the reservations I specifically stated we would be bringing our pet. So after the front desk clerk checked us in, in the most unprofessional check in experience I've had, I asked about the area to walk our pet and he stated that he didnt know I had a pet so we had to redo our keys because he gave us a non pet room. We went to our room and it was filthy. We attempted to try and sleep as we were exhausted. However the stench in the room prohibited us from doing so, that combined with the filth you knew you were in made it impossible. We went to the front desk to request another room and he refused, we stated we would be sleeping in the truck and he said alright have a great night. The parking lot ground area is filled with chicken bones. I have no idea where they are from but it's not the first impression I would imagine the hotel brand would want. At 7 am, I spoke with the general manager and he was apologetic and offered us a different room and comped us the night before. We went together to look at the room which we could not sleep in and I was concerned that he said the stench was due to our not operating the air conditioner control correctly, the filth on the wall was dings, however as a guest who stays 300 plus nights a year in a hotel I can differentiate between filth and dings, the filth on the window ledge was chipped paint and the reason for the dirty carpet and the moldy grout in the bathroom and shower was a lack of updates to the room. The new room he offered was better, at least we could breath, a plus, and it wasn't as filthy as the first room. If we weren't in desperate need of a shower and needing to get to our daughters school for the parental weekend, we would have moved elsewhere. We were supposed to stay until Monday but honestly couldn't relax due to the fact that we just felt dirty. We couldn't sit on the furniture, lay in the bed or even shower and feel clean, we spent as little time as we could there- sleeping and showering, and even though its a non smoking hotel every time you get on the elevator it has a strong odor of cigarette smoke, as if someone had just been smoking on it. So on Saturday morning we called the front desk from our daughters school and told them that we would be checking out on Sunday. They informed us that there is a fifty dollar fee if you check out early. this hotel has no incentive to meet the guests expectations.
October 9, 2013
Rated 5 out of 5 by Lexie704 Outstanding
Erin, Asst Mgr, was very helpful and outstanding
August 8, 2013
Rated 4 out of 5 by mrgeee55 Enjoyed our first time visit to this hotel.
Different but enjoyable. Room was comfortable and met our needs for the weekend. Staff was friendly and helpful, an excellent group of people.
January 22, 2013
Rated 5 out of 5 by LHP1 First Aloft stay
I discovered Aloft when searching for pet friendly accommodations. My husband, dog, and I had a wonderful stay. No additional fee either.
August 7, 2012
Rated 5 out of 5 by LoriV This hotel has great staff
Everyone is very helpful. Markita displays excellent customer service and is competent.
October 6, 2012
Rated 2 out of 5 by Evalena Maintenance DIfficulties
While we had no problems checking into our room, once there we found the sink was backed up and the toilet did not flush. We called the front desk and they sent someone up. This person was not able to do it (she came back a second time). At about 10 p.m. she said that in fifteen minutes the maintenance person would be there to fix the toilet. It took him close to an hour to get to our room. And while he was able to get the toilet to flush once, it still did not work. We were only staying one night so we let it be. Also the telephones made annoying beeping noises during the night like they were out of batteries. I had to unplug them.
September 10, 2013
Rated 2 out of 5 by dectravels Usually good
I love Aloft properties and try to stay at them whenever I travel. I have had two recent experiences over the past year at this Richmond location. The staff here is very friendly and accommodating - everything you would expect from a Starwood hotel.
First, no hot water. It was a rude jump start to my day. But I decided to give the hotel a second try.
Most recently, I was assigned a room on the main floor near the pool and hotel mechanical systems. Throughout the night there was constant noise from the mechanical room.
I will continue to stay at all Starwood Properties, maybe not this one again till some of the bugs are worked out.
March 6, 2013
Rated 3 out of 5 by mmpjsd A little disappointing...
When we pulled up for our stay we were excited. A cool look and great area had us thinking we made a great choice. We were informed at check-in (email before would have been better) that the pool was unavailable. My kids were disappointed, seeing that we made sure in our search that the hotel had a functioning pool. We had a drink at the bar after dinner and asked if we could take wine glasses back to our room to enjoy some wine we brought with us and the answer was no. We were handed a plastic cup. The mattresses were really bad with both my wife and I having issues. i was disappointed because we walked in excited and left unhappy.
April 29, 2013
Rated 1 out of 5 by SLC51 Not Pet Friendly
I booked a room in this hotel when my power was out and specifically chose it because they advertised that they were pet friendly. I called to make a reservation and confirm that they would accept my 2 cats with no additional fee. When I arrived at the hotel, they saw my cats and said "Oh, we only accept dogs. We'll give you a room, but you will have to pay a fee of $100" (more than the price of the room!). I was desperate so said ok. When I got to the room, I called customer service and they asked the Manager to refund the fee. They did refund the fee, but implied that I lied about the reservation person telling me they accepted cats. Very poor management.
July 4, 2012
Rated 4 out of 5 by Tipsy Refridgerator Needs to Work
Love the Aloft, they only issue was that the fridge did not work, which we did not discover till the morning. Not the end of the world, but a little frustrating.
December 23, 2013
Rated 2 out of 5 by CGlo Aloft/Starwood Would Be Ashamed
The staff is not friendly or professional. They sit in the corner by the computers and check their email/social networks as to not use the computers they have to get up and check you in on. You are a pain when you walk in, not once are you thanked for staying with them or recognized for being an SPG member. Staff brought their children to work, dressed unprofessionally, spoke to each other very disrespectfully, and treated guests as though they were a pain and it was a huge hassle to check in or check out. The hotel itself is in terrible condition for being as new as it is. Awesome location, disappointing property and staff.
July 16, 2012
Rated 1 out of 5 by Kay51 This hotel had great staff
I had two rooms 535 and 545, the temperature was cold for the duration of the stay. My husband and I slept in our clothes and our granddaughter(9) slept in thermals. They offered to move us but my dad is 88 and his room was accessible, he didn't want to move and I wasn't going to leave him We were told by Susan, I think that is her name, she is expecting that we would be given a 50% discount upon check out. We checked out Sunday, Dec 1, we received one comp night each, I think this was unsatisfactory.
December 2, 2013
Rated 1 out of 5 Dysfunctional hotel
I have stayed here four times now and had an issue every time. But the last one was my breaking point. My bathroom had a lump of hair from the previous guest and the shampoo dispenser was missing. I complained to the supervisor who had no apology. I came back late that evening and found that not only was my bathroom still unclean, but now my hotel room had been left open. I got front desk to give me another room, but he did not offer help to move my luggage. The next day I ran into the supervisor and informed him that my complaint had gone ignored, he again had no apology. The staff is unsympathetic, rude and untrained.
March 2, 2013
Rated 3 out of 5 by Vee123 Room
I requested a king size bed upon check in. I was checking in together with some of my co-workers. It was a business trip. I was told that all the king size beds were already taken, however, my co-worker who checked immediately after me was offered a King size bed without asking for it. I have worked in the hotel industry for some time myself and understand room assignments. I did not feel valued since my request was not met. I then got to my room and the underneath the sink was a dirty q-tip, got in my bed and there was a big ball of hair in under the covers...other than that I like the design of the hotel. I was a little disappointed since the hotel came highly reco
May 9, 2013
Rated 2 out of 5 by Glenallen I was disappointed
For a new hotel I was disappointed. One elevator wasn't working, the pillows were uncomfortable, the toilet didn't flush well, the fire suppression hood was not approved by the fire marshal (or so we were told) so cooked meats were not available at the breakfast we had pre-paid for. There were lots of scuff marks on the walls and there is a gap in side sliding door separating the toilet from the sink area (poor design resulting in lack of privacy). In addition, when we checked in we had to tell them we had signed up for a pre-paid breakfast which was a little awkward because their system didn't show it apparently.
August 21, 2012
Rated 1 out of 5 by Jims59 Sub-Par Hotel
When I walked into the room I was immediately disappointed. The room looked spacious in the pictures on the web but the room was tiny and cramped. The bed was one of the hardest on which I have ever tried to sleep. The ceiling in the room was unfinished and very poorly done, it was an eyesore to look at when I was in bed. I plan to never stay at another Aloft Hotel, ever.
The only good thing about the hotel was the staff, they were very eager to please and went out of the way to find a comforter without feathers, I am allergic to feathers.
November 10, 2013
Rated 3 out of 5 by Angie Great Comfy bed/outside of the room no fun
We came for a "date day and night" for our 20th anniverary and were looking for a fun place with other things to do as well as a great room. During the day we planned to spend some time on the outdoor patio and swim in the indoor pool. The key wouldn't work in the gym or the pool area so we asked and were told that the pool was closed for renovations and since the outdoor patio was connected to that area it was also closed. That is something I think we should have been made aware of even in the "special notes" section on the website. If we were just looking for a room we could have found one much cheaper.
April 29, 2013
Rated 2 out of 5 by StartledVA Jackhammer beneath my pillow!
After traveling from CA to Richmond on 9/23/13, my husband and I checked into this aloft after midnight. The desk clerk assigned us to a room on the second floor (which is the main floor above the parking area). Being quite exhausted, we hoped to be able to sleep in. However, at 8:00 a.m. the sudden noise of a jackhammer beneath us literally made me jump out of bed! Then a hammer striking a pipe joined the cacophony. Our question is why were we placed in a room so close to construction noise? There are several levels above or beyond that site of construction. We did not complain to the morning desk clerk because we were so angry that we feared that we would lose our temper! Poor treatment of your guests!
September 28, 2013
Rated 2 out of 5 by suzzy12 Really disappointed!
We have stayed in this hotel in the past and it was an incredible experience. It definitely has taken a downward turn. The internet never worked for us. We choose this hotel for the indoor pool, it wasn't working. The air in the room never seemed to turn on. It was actually the part of our vacation that seemed to create a negative weekend for us. We tried calling down to the front desk for help but there was nothing written to let us know how to reach the front desk. After trying all normal numbers to reach them we had to walk down to ask about the internet. Our family was very disappointed.
March 25, 2013
Rated 4 out of 5 by DreDre The hotel staff member was great
I was very impressed wtih the service my husband and I recevied when we stayed on 2/23/13. I have a fear of elevators. When I came in and explained th situation to Antonio he was very accommodating to my needs and was able to provide us with a room on the same floor as the lobby. I wanted to thank him for that. I also forgot my razor in my packing and he was able to provided that as well. I always tell people it is the little things that make a BIG difference and Antonio made so that I could have a more relaxing and enjoyable experience. My husband thanks him as well. GREAT JOB Antonio!!!
February 25, 2013
Rated 2 out of 5 by dparentcof Great location, but that's about it
I have stayed at this location three times, primarily because of its excellent location. Unfortunately, I find the beds at this location quite uncomfortable. At first, I thought it might be the room I was in, but after three stays in different rooms, my opinion has not changed. On my most recent visit, I was placed in a room adjacent to a room under renovation. I needed to work from the room in the morning, but the noise prohibited even a business phone call. After contacting the front desk, who assured me the noise would stop until 11AM, the construction noise continued - uninterrupted.
November 1, 2012
Rated 4 out of 5 by Willie1938 Traveling to Richmond, VA
If you ever travel to Richmond, VA I would highly recommend this hotel. it is approx. 6-7 miles from the city center but has great restaurant and shopping facilities near by.
December 6, 2013
Rated 3 out of 5 by Tim1609 Nice location
Staff were great. Rooms are standard Aloft quality. The lack of gym is a bit tricky but they partner with a large facility right next door for a small fee.
Nice location with bars and restaurants within walking distance.
Overall, if you are traveling for business visiting the local businesses then this is a fine place to stay.
November 19, 2013
Rated 2 out of 5 by erath too many problems
We asked the front desk to tell housekeeping we needed more cups. They said no, cups were only provided on the first day. Ridiculous! There weren't enough towels. Got some from the chambermaid.
The breakfast cost $11. It was terrible. The eggs are actually "liquid egg product." Yuch.
One of the elevators was out for most of our stay. The nice water fall quit working too.
On our last day there was no coffee. Had to ask that more be made. And there were no condiments for coffee at the breakfast area. No sugar, cream, etc. The tray had been taken away for a meeting.
May 10, 2012
Rated 5 out of 5 by Barb1016 This hotel is different and refreshing
The hotel is bright an cheery and we loved that it is dog friendly. The neighborhood that is around it is very interesting to walk around in.
August 17, 2012
Rated 1 out of 5 by Platinum0302 New hotel that needs a LOT of work
Not a good experience. dirty garage, frequently dirty rooms (grossed out by sheets during one stay), surly staff members, fail to recognize Platinum guests, some rooms have fridges - others don't, some rooms have bottled water - some don't, chairs too short for desk, limited TV programming, completely disappointed, i want to like the place for the good location but the staff and conditions of the rooms and garage just make me want to stay elsewhere, breakfast limited to microwaved food - staff stated the reason is "we haven't been inspected yet"....scary.
October 11, 2012
Rated 4 out of 5 by JoeW1234 Great Staff and good location
Location to restaurants and shops excellent. The Staff was very attentive to any needs and most courteous when interacting with guest. I found the Staff to be most professional and ready to assist in manner needed to make my stay a great experience.
Will definitely recommend ALOFT to my friend who travel to Richmond/Glen Allen.
Thank you for a very pleasant visit.
November 11, 2013
Rated 1 out of 5 by cady Not for me
From the moment we drove up we were in confusion. Where do we enter this hotel? Two elevators required to get to our room. When we entered the room I thought I was at camp or in a college dormitory. I don't like putting my clothes on a shelf. Having the bathroom sink right at the entrance door didn't offer much privacy. The walls were not thick enough to prevent hearing the neighbor's conversation During the night the noise fro the hall and outside kept me up. Maybe if I were 21 years old I would be happy with this hotel. Not for me.
May 28, 2013
Rated 5 out of 5 by Casey Great Night
This hotel was a great place for my girlfriends and I to stay for my bachlorette party weekend. Bonnie was the one who helped me setup my reservation and she was extremely helpful and patient, especially when my number of girls changed. The staff here is really helpful and truley kind no matter what hour of the night you may be walking. Plus their rooms are way more than I expected. This place is a really swanky hotel and I would recommend this hotel to everyone! Thanks again Bonnie for all your help it really made my weekend.
April 21, 2013