Tthe_elms+ Good, clean bed + Staff were pleasant +Interior/Exterior Lighting, quiet location +Grounds were nice - but a lot of litter and debris needed to be picked up +Kristen, head housekeeping, was responsive, even doing some of the work other staff should be doing - Spartan appointments - Poor routine maintenance of fixtures - Fridge squealed all night - Lobby Coffee machine broken the whole time. * (This was actually our lasting memory of the place as we checked out. We understand things break, but problem was the hotel had no backup dispensers of any kind.) They should have rented a commercial unit or acquired hot coffee dispensers the very same day it broke! How long has the ”Out of Order” sign been up now?? -In room coffee packets as bad as we've ever encountered (sorry) - The hotel does not offer recycling facilties to guests - The hotel does not practice or train employees to do any recycling-- this is below IHG's own standards - Kit. Sink was clogged - Sink disposer wouldn't turn on - Room sofa and lounge chair well past replacement age. Heavily sunken in and not clean. -All of the laundry machines had very long-term prior use residue built up in them, some had prior-guest debris-- one washer to the point it couldn't drain. So clothes were left pickling in dirtier water than when we put them in. -Considering the number of appliance internal maintenance issues we kept encountering, we didn't feel comfortable drinking from the lobby ice maker or water machines. -Part-time staff (no name given) didn't notate our extended checkout. Unaware of IHG member status. Didn't bother to pull up the room in the computer. Just as if we never made the request. -Other staff couldn't answer basic questions such as about the room charges we didn't recognize - Besides being undertrained compared to other IHG properties, most staff didn't wear name tag or provide their name on the phone. No accountability for ineptitude or needed training. Summary: Not well managed. Overall showed a lot of maintenance deficiencies and staff training issues. More than other properties. Over 40 years of IHG stays.
Start with a 5 - take off 1/2 circle because of the road noise, 1/2 for the poor bathroom setup (the soap shelf in the shower sticks out so you can bruise your back, it took five or more minutes to get hot water in the evening, some lesser issues), 1/2 off for the really dirty nightstand and light, and 1/2 off for no EV charger (c'mon, it's 2024, people stay at hotels because they travel and stay overnight). The beds were reasonably comfortable, and earplugs (the 30 decibel blocking kind) took care of the road noise. The hallways smelled of someone cooking but it was fine inside the room and most of the room was very clean - just the nightstand and light were fairly gross. Breakfast was good (it was not grab and go like they list on the web site) , but somewhat limited. As someone else mentioned, the ”balcony” was a concrete slab we couldn't get to because of a locked sliding door that had substantial air gaps (probably made the road noise worse too). The hotel was inexpensive and we were just passing through. I would stay again if nothing better was available, but I would definitely look elsewhere if we visit Richmond again.