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Extended Stay America - Richmond - Hilltop Mall

2.5 of 5
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3170 Garrity Way, Richmond, CA 94806
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Extended Stay America - Richmond - Hilltop Mall
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Ranked #3 of 6 Hotels in Richmond
A recent review
3 of 5 stars reviewed 3 weeks ago
rick W Manchester, California
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27 reviews from our community

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Rating summary
  • Location
    3.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    3.5 of 5 stars
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Manchester, California
Senior Contributor
23 reviews 23 reviews
6 hotel reviews
6 helpful votes 6 helpful votes
3 of 5 stars Reviewed 3 weeks ago

I stayed in this hotel for two weeks while working in the East Bay. The staff is friendly and helpful, but due to the location the hotel keeps all dishes, plates and silverware at the front desk. The ambient noise at this location is fairly loud.

Was this review helpful? Yes
Manager_11525, General Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

I would like to thank you for telling us about your recent visit to Extended Stay America Richmond – Hilltop Mall. Your feedback is extremely important to us. Regarding our dishware policy, dishes are removed from our rooms after guests check-out so they can be thoroughly cleaned and sterilized. We advise our guests to let our front desk staff know... More 

1 review
5 of 5 stars Reviewed February 24, 2015

Staff and hotel rooms were the best experience I've ever had with all my medical issues and I hope to be able to stay there again soon. I've never had quite the feeling of being at home and I'm staying in a hotel, thank you Fam and the rest of the most amazing staff I've been privalaged to get to... More 

Was this review helpful? Yes
Manager_11525, General Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

The team and I appreciate your kind remarks. I am proud of our team for helping you feel comfortable and at home. Thank you again for sharing your comments with us. We look forward to hosting you again in the future. More 

Corpus Christi, Texas
Senior Reviewer
6 reviews 6 reviews
2 of 5 stars Reviewed December 20, 2014

The only good thing about the motel was the Manager Lisa. I stayed in room 118 for just over two months , during that time. Three times the fire brigade came and we were all turfed out in the parking area in the early hours of the morning. There was no hot water in the mornings to have a shower.... More 

Was this review helpful? Yes
Manager_11525, General Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

I appreciate you taking the time to write a review of your experience with us. I sincerely apologize that your stay was interrupted by fire alarms and our plumbing issues. Your comments were reviewed by the staff, and we will we have taken action and changed some staff members to make sure your experience is not repeated. We have a... More 

San Francisco, California
1 review
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed September 20, 2014

NEVER stay here! The staff are beyond rude and incompetent. Rooms are unclean and unprepared for new stays. The bedding looked like it hadn't been changed in days and apparently a vacuum is not something they own. Also, watch out for the maid service. I came in to find someone's CDL and a credit card in my belongings. The CDL... More 

Was this review helpful? Yes 3
Manager_11525, Owner at Extended Stay America - Richmond - Hilltop Mall, responded to this review

I appreciate you taking the time to write a review of your experience with us. It upsets me to read that you received such poor service from my staff and that your room was not clean or well-prepared. I am sorry for your experience. I will be working directly with my staff to improve our customer service standards. As well,... More 

okemos
2 reviews
2 of 5 stars Reviewed August 25, 2014

The staff was friendly and accomodating. We spent very little time in the room. When I arrived late at night and got ready for bed I used the bathroom. I lifted up the toilet seat and to my amazement there was dried urine.The pillow also smelled like it had not been washed recently. We paid $130.00 for the room and... More 

Was this review helpful? Yes
Manager_11525, General Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

I appreciate you taking the time to write a review of your experience with us. The cleanliness issues with the toilet and pillow you described is unacceptable, and I sincerely apologize for your experience. To prevent this from happening again, my team is ensuring that rooms are inspected properly prior to being rented. I really appreciate you bringing this to... More 

San Diego, California
Reviewer
3 reviews 3 reviews
3 hotel reviews
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed August 8, 2014

I worked in the hotel industry for over 11 years and now travel quite frequently for work. This was the first time I have stayed at an Extended Stay America. This was unequivocally the filthiest hotel I have ever stayed in. The lobby was cluttered and dirty (boxes piled behind the front desk, front door glass covered in smears and... More 

Was this review helpful? Yes 3
Manager_11525, General Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

Jae - Thank you for your recent review of your stay. We sincerely apologize that our level of cleanliness was far from the quality you should expect from our company. We can assure you that we have been working with our housekeeping and front desk staff to ensure your experience is not repeated. We will be retraining and reviewing our... More 

1 review
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed August 6, 2014

I've been staying at the Richmond CA ESA since June 24, 2014 and departed August 6, 2014. The day that I was leaving I informed the desk clerk Stephanie that I was checking out at 11:00 but was going to run some errands before checkout so my cold and frozen food wouldn't go bad in the refrigerator. It was 10:04am.... More 

Was this review helpful? Yes 3
Manager_11525, General Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

I appreciate you taking the time to write a review of your experience with us. I am so disappointed that there was a misunderstanding and my housekeeper thought you had vacated your room. Please accept my apology. Your comments were reviewed by the staff, and we will be making certain that housekeepers get check-out updates from the front desk before... More 

Reno, Nevada
Reviewer
5 reviews 5 reviews
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed June 6, 2014

I stayed at this hotel in April 2014. It is an Extended Stay hotel but I only stayed for night. The listed price was $90 but I got a $54 deal from Priceline. The rooms were clean and well-stocked. It was also convenient to San Francisco because of AC Transit's "LA" express bus (a comfy old D4500), running every 20... More 

Was this review helpful? Yes 1
Manager_11525, General Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

I want to thank you for taking the time to post a review of your stay. I truly appreciate your comments regarding the cleanliness of your room and the convenience of our location. Thank you again for your review. We look forward to seeing you in the future, should your travels bring you back to our area. More 

San Diego, California
1 review
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed May 16, 2014

I have had a few experiences with this hotel. Last week was the first time I had been there in quite a few years. I am from Richmond. We have family reunions every couple of years and this place had always been convenient (and MUCH cheaper than the Courtyard next door). I had stopped staying there about 6 years ago,... More 

Was this review helpful? Yes 1
Manager_11525, General Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

I want to thank you for taking the time to post a review of your stay. I'm so pleased to hear that you chose to stay with us after a number of years. I'm glad you found the changes we have made in staffing and amenities to your liking. Thank you again for sharing your comments with us. We look... More 

1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed May 8, 2014

Its more of a shelter which is great for people who are homeless but safety is an issue the Mexican Male housekeeper came into my room without knock notice or any type of warning After asking him to leave he insisted on talking to me and I wasn't dressed plus had my gma and my young son with me. The... More 

Was this review helpful? Yes 2
Manager_11525, Manager at Extended Stay America - Richmond - Hilltop Mall, responded to this review

Thank you for taking the time to write a review of your stay. I sincerely apologize for your experience including the level of professionalism displayed by some members of our staff and the maintenance issues in your room. In response to your feedback, I will meet with the staff to review our guest protocol and maintenance policies to ensure your... More 

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