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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
5 of 5 stars reviewed 2 weeks ago
Walter H
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35 Reviews from our TripAdvisor 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
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
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1 of 5 stars Reviewed 2 weeks ago

We had no reservations but got to motel at 2PM June 28th intending to stay 2 nights. Needed 3 rooms. Made reservations; got one room , paid and confirmed 2 others and left.to sighsee. Returned at midnight and untrained night clerk said we had no confirmed rooms even tho we had printed confirmatons Took 1 and 1/2 hours to rebook... More 

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Gautier, Mississippi, United States
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 stars Reviewed 2 weeks ago

I'm a female, data engineer, and frequent hotels of many different types and levels. I've stayed in places all over the world. Unfortunately, this hotel ranks as one of the worst hotels, I've ever stayed at. This was a combination of a business trip, with a medical trip as well to get surgery performed (and recover). It takes a lot... More 

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Manager_11525, General 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 the service issues you experienced. To ensure that a situation like yours doesn't happen again, my team is working on responding to guest needs in a timely manner as well as better enforcing our quiet hours. Thanks to your feedback, we can continue... More 

Travelers are raving about these Richmond hotels

Level Contributor
9 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 stars Reviewed 2 weeks ago

well i don't know if you ever had to look for a hotel in San Francisco on a holiday at that .we went on line and found extened stay america Hilltop Mall in Richmond ca. we got a nice studio room for 110$. which for that town was a great price, the rooms where very big,plus you get a full... More 

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

Thank you so much for sharing your experience with us. I am glad to read that you were pleased with your stay and enjoyed our spacious rooms. I truly appreciate your kind comments regarding our convenient location and fully equipped kitchens. The staff and I would like to thank you again for posting your review. We look forward to welcoming... More 

vancouver, canada
Level Contributor
20 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
3 of 5 stars Reviewed 3 weeks ago

This Extended Stay is a little better than average for the chain, with mostly helpful staff and a real effort taken towards cleanliness. The immediate area is a bit rough, and the mall that's a block away is pretty much a dead mall. But East of the hotel the options improve, and Berkeley, Oakland, Marin County, Sonoma and San Francisco... More 

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

Thank you for taking the time to write a review of our property. I’m so glad to read that we were able to accommodate your needs and provide you with a comfortable stay. I truly appreciate your comments regarding our hotel amenities and reasonable rates. Thank you for choosing Extended Stay Hotels. We hope to see you again soon. More 

San Diego, California
1 review
1 of 5 stars Reviewed 4 weeks ago

I was charges a 250 dollar smoking fee and I don't even smoke! If this hotel wanted to charge me a $250 cleaning fee, then it should have notified me of the problem after my stay and provided me with evidence of the damage. It did neither. Instead, it charged my card without so much as a courtesy call. Then,... More 

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

I received a copy of your review, and wanted to take a moment to personally respond. I sincerely apologize for the billing issues you experienced. To uphold our company’s high standards, I will review our check-out procedures with our staff. Thanks to your feedback, we can continue to work on providing an exceptional stay for all of our guests. Please... More 

Eugene, Oregon
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 stars Reviewed June 22, 2015

Upon arrival, we found a used bar of soap still in the shower and hair on the pillows of one of the beds, and upon leaving we found items left behind by other guests under the beds. (indicating that the rooms are never really cleaned). The towel racks and shower curtain rod were falling off the walls. There is no... More 

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Pinole, California
1 review
5 of 5 stars Reviewed June 12, 2015

Every part of this place made me feel right at home I stayed there for 8 months while working at chevron refinery. The staff was great friendly and on point with everything every time my room was cleaned it was spotless and I never had anything come up missing. I'd highly recommend any of my friends or family visiting the... More 

Was this review helpful? Yes
Manager_11525, General 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'm thrilled we were able to provide you with a home away from home experience. I’m so glad to hear that our staff provided you with great customer service. Once more, thank you for posting your review. We look forward to having you visit with us again... More 

1 review
5 of 5 stars Reviewed June 10, 2015 via mobile

this is the second time that I've stayed at this facility in the last year. the staff is extremely professional.Fam the day shift manager is extremely helpful, any issues that I ever had are always addressed in timely manner.

Was this review helpful? Yes
Manager_11525, General 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'm so pleased to hear that we were able to meet your expectations. I truly appreciate your comments about our friendly and accommodating staff. Thank you again for your kind words. The staff and I would love to provide you with another comfortable stay in the future. More 

Manchester, California
Level Contributor
23 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
3 of 5 stars Reviewed May 7, 2015

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 

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14 photos of this hotel

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