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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 3 weeks ago
Tommy C Pinole, California
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31 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 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (11)
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San Diego, California
1 review
1 of 5 stars Reviewed 4 days ago NEW

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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Eugene, Oregon
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 stars Reviewed 1 week ago

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 

Was this review helpful? Yes 1

Travelers are raving about these Richmond hotels

Pinole, California
1 review
5 of 5 stars Reviewed 3 weeks ago

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 3 weeks ago 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 7 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 

Corpus Christi, Texas
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
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 1
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
common_n_hotel_reviews_1bd8 4 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 4
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
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 9 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 5
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 

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