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Extended Stay America - Richmond - Hilltop Mall

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3170 Garrity Way, Richmond, CA 94806
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Extended Stay America - Richmond - Hilltop Mall
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37 Reviews from our TripAdvisor Community

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california
Level Contributor
36 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
2 of 5 stars Reviewed January 3, 2016

Place is a dump. Bathroom handle came off in my wife's dainty hand. (she is dainty). chairs were dirty. no ice machine. kitchen not stocked ahead of time. By the mall no one goes to anymore...too many better options in the area. Front desk however, was courteous, kind, and very helpful.

Helpful?
Thank magistercookus
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. We appreciate the kind comments about our front desk staff; however, we apologize that your stay was not to our company’s high standards. As this hotel’s manager, I can assure you that I will be retraining our staff to ensure we are thoroughly cleaning... More 

San Diego, California
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 stars Reviewed January 1, 2016 via mobile

Booked here to just sleep. The reviews looked decent and clean rooms. Pros: room is clean and front desk is organized. Con: the crowd here is ghetto, the hotel smells of smoke and pot (I smell pot in my room right now I write this), the rooms are not quite(I could hear the people next door and in the hall... More 

Helpful?
Thank Kerrik87
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 that your stay was not to our company’s high standards. Please know that guest safety is our first priority, and my staff and I will be taking steps to ensure that your experience is not repeated. Our team is committed to... More 

Travelers are raving about these Richmond hotels

1 review
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 stars Reviewed July 15, 2015

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 

Helpful?
1 Thank Richard F
Gautier, Mississippi, United States
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 stars Reviewed July 13, 2015

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 

Helpful?
Thank Lauren M
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 

Level Contributor
14 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 stars Reviewed July 11, 2015

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 

Helpful?
Thank Walter H
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
22 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
3 of 5 stars Reviewed July 3, 2015

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 

Helpful?
Thank ms0k
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 June 29, 2015

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 

Helpful?
Thank 98damon
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 2 helpful votes
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 

Helpful?
2 Thank Nana R
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 

Helpful?
Thank Tommy C
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.

Helpful?
Thank Teddydaniels32
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 

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