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“Disappointing”

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The Westin Richmond
Ranked #3 of 81 Hotels in Richmond
Certificate of Excellence
Mequon, Wisconsin, United States
Level Contributor
21 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
“Disappointing”
Reviewed May 11, 2014 via mobile

Upon check-in, I was told I had booked a room with a treadmill when I had actually booked a room with two queen beds. The manager on duty basically accused me of lying (why would we have you in a treadmill room, you had to have booked it). They finally found my original reservation and the employee who was to have changed my original reservation to two queen beds and apologized but I had already been totally embarrassed in front of the line of customers checking in and had done nothing wrong!
Breakfast room service dishes remained in the hall until after 9pm, even after notifying the front desk at 3pm and again at 8:30pm!!
Hotel has deteriorated significantly in the past four years, both in appearance and service...very disappointing. We will look for another place to stay in Richmond

Stayed May 2014, traveled with family
Helpful?
Thank Gretchen B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinRichmond, General Manager at The Westin Richmond, responded to this review, May 12, 2014
Dear Gretchen B, thank you for your recent stay and your comments regarding your experience. I am grateful for the feedback that only helps us to improve but I am very sorry for your experience that that is not our level of service expectation and I assure you that your comments are taken seriously. I can assure you that your experience was not our norm as we are still proud to be rated as a top Westin in the county for both product and service and I am sorry that we failed to show you this level on your recent visit. I truly hope you will reconsider staying with us again and feel free to contact me personally should your travels return you to the area so that I can ensure you receive the experience you expect from The Westin Richmond. Thank you, Feliks Schwartz - General Manager
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704 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (124)
Date | Rating
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English first
United States
Level Contributor
29 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 28, 2014

We stayed at this hotel near Richmond for a junior golf tournament. It's quite a nice hotel, very modern and well-kept. It has a full service restaurant and a bar area, as well as complimentary Starbucks coffee in the morning. The rooms are clean and comfortable and make the stay very easy. There is a Mexican restaurant within walking distance that has excellent eats, and there are a few good restaurants within close driving distance. The cable TV has a somewhat limited selection, and they should expand that for the price you pay for the room. All in all, I would recommend this hotel for anyone staying in the Richmond area.

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank graybrigade
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinRichmond, General Manager at The Westin Richmond, responded to this review, April 30, 2014
Dear Graybrigade, thank you for your recent visit and the positive review of your experience. You were very thorough to the community in your description of the hotel and we appreciate your support. We look forward to serving you again soon. Be well, Feliks Schwartz - General Manager
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Greenwich, Connecticut
Level Contributor
15 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed April 20, 2014

After almost an 11 hours in the car we arrived. The bell hop came right out, retrieved our luggage and had us in our room in less than five minutes. It was just about 11pm, we called down to room service, ordered something from the regular menu without realizing there was a limited menu after dinner service, they said not a problem they would make us what we ordered. It came up in less than 10 minutes followed by a call to be sure everything was fine! In the morning our breakfast came hot, on time and was set up in our room for us. We then had a couples massage that was arranged before our arrival which was awesome, right in our room... It was a clean, comfortable, accommodating hotel.

  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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Helpful?
3 Thank HappyDiner13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinRichmond, General Manager at The Westin Richmond, responded to this review, April 22, 2014
Dear HappyDiner13, thank you for your recent visit and for the great review of your experience at The Westin Richmond. I am happy to see that you received the rest and service you expected and that our associates took quick action to get you in your room with something good to eat quickly upon your arrival. I am glad to see that your in room dining experiences and couples massage were just what you needed to create an enjoyable experience. We look forward to serving you again soon. Be well, Feliks Schwartz - General Manager
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massanutten,va
Level Contributor
74 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed April 19, 2014

This property is located east of the booming West Side and it is a short jump off of I-64. Everyone experienced slow service in the restaurant. We were part of a 40 person corporate group and the catered meals were excellent although, the sit down dinner portions were anemic. The staff is very professional and friendly. The standard room is spacious with wonderful bedding. One drawback is the chaise type upholstered lounge in the room in lieu of a comfortable reading chair. In good weather a central courtyard provides a nice area for cocktails etc.

Room Tip: The property is located away from road noise. I doubt there are any bad rooms
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Green Features: Typical save the earth, re-use your towel etc. I think all this is overdone.
  • Stayed April 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank valwyr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinRichmond, General Manager at The Westin Richmond, responded to this review, April 20, 2014
Dear Valwyr, thank you for your recent visit for your conference and for taking the time to write a nice review of your stay. I am sorry that the service in the restaurant was a bit slow and we will focus on resolving this. I am glad to hear though, that you found the rest of your stay enjoyable and that the staff was friendly. We look forward to serving you again soon. Be well, Feliks Schwartz - General Manager
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New Jersey
Level Contributor
21 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed April 13, 2014

Hotel is new, very clean and well maintained and managed. The staff are very friendly and accommodating. We checked in with a large group, 10+ different groups, and the hotel quickly added additional staff to expedite the process. What might have taken 20 to 30 minutes to check in only took 5. The rooms are very comfortable with large bathrooms with good products.

The dinning room was also well run. It is not a huge menu but the food is good and the servers nice and pleasant. It is a bit expensive.

We are happy to return.

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank avalonsurf
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinRichmond, General Manager at The Westin Richmond, responded to this review, April 15, 2014
Dear Avalonsurf, thank you for your recent stay, thank you for your recent stay. I am grateful for your review and for the generous comments about the hotel's product and services. I am glad to hear that you found the hotel in order with good service throughout. I trust you have found your new home away from home when visiting U of R and we are proud to be a good partner with the university. We look forward to serving you again soon. Be well, Feliks Schwartz - General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Macon, North Carolina
Level Contributor
384 reviews
138 hotel reviews
common_n_hotel_reviews_1bd8 166 helpful votes
Reviewed April 11, 2014

Had a business conference here, so my wife & I came up the night before to avoid the early morning drive. Fancy lobby, have to use your room key to access the elevators, everything clean, plenty of free parking, bar in the lobby, nice meeting rooms. Our hotel room was clean, large but rather sterile. King bed was comfortable. Huge bathroom with rainfall shower head--quite relaxing. No refrigerator, no microwave, no comfortable chair--sort of a chaise lounge and a pillow, heard thumping noise from adjacent room at 6 AM. We stayed at another chain in another city this week. Room was smaller,especially the bathroom(still serviceable for what it's intended to be), including a big breakfast, and had a big chair and foot stool, refig and micro-zap and work desk for less than 1/3 of the price of this hotel. We'll back in 2 weeks for a medical appointment, and staying at a Country Inn & Suites 1 mile West of the Westin including all of these same amenities for 1/3 the price, and it also has an indoor pool. Point is, this is an upscale hotel that is best used if your company is footing the bill. Otherwise, you're out of your pocket far more than necessary for a good clean equipped place to stay in Richmond. Buyer beware.

Room Tip: Find another place to stay
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  • Stayed March 2014, traveled on business
    • Value
    • Location
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    • Cleanliness
    • Service
Helpful?
2 Thank kingfather
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinRichmond, General Manager at The Westin Richmond, responded to this review, April 13, 2014
Der Kingfather, thank you for your recent stay and for your very thorough review of the hotel. I am glad you found our hotel to be upscale, clean, and spacious. I am sorry you felt that some of the complimentary amenities were lacking in comparison to some other limited service hotels, but that is somewhat of the norm in the hotel industry where as the more upscale, full service hotels do not include all the basics of limited service properties. We do take a lot of pride in our product and service and have no doubt that we are the best choice when traveling to Richmond. I hope that you will choose to stay with us again on a future trip to Richmond. Stay well, Feliks Schwartz - General Manager
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Raleigh NC
Level Contributor
87 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed April 8, 2014

I recently held a small meeting for 100 physicians at the Westin Richmond.

The hotel is easily accessible, located not far from the interstate. There was great signage pointing travelers toward the property. The front entrance is very nice and covered by a large overhang which accommodates a large number of vehicles. The main lobby is modern but not cold. This hotel has what I call the "floating front desk," of which I'm not a huge fan. But, because their staff were friendly and warm it didn't seem inappropriate.

The hotel was very full on Friday night. There was at least one wedding party, a Virginia Tech event, and our small group. It didn't seem crowded, however, as there were so many spaces for people to gather. There is a lovely outdoor courtyard with entrances to the enclosed pool and the meeting spaces. Really lovely, sunny and warm.

My room was large and very nicely furnished. I must say that I appreciated the larger bathroom, even though I was traveling alone. The only non-issue was that the full-length mirror was directly opposite the toilet. NOT a pretty picture, but otherwise a really good location for it. The shower amenities were placed IN the shower, which I appreciated. The shampoo, soap and conditioner were very nice.

Everything was ready well in advance of our Saturday morning meeting. The meeting room and pre-function spaces were set exactly as requested. All of the audio-visual equipment was exactly as requested. Our breakfast was good - try the blintzes! - and the fresh fruit was especially nice.

All of the meeting details were handled easily and quickly. The convention services manager, groups rooms manager and audio-visual staff were in touch with me throughout event planning.

All around, a very nice location and property. Look forward to returning.

Green Features: There were recycling receptacles all over the hotel. Very nice!
  • Stayed April 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PlannerRaleighNC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinRichmond, General Manager at The Westin Richmond, responded to this review, April 10, 2014
Dear PlannerRaleighNC, thank you for having your recent event at The Westin Richmond. I am very grateful for your business and the very thorough review you documented of our property. I am very pleased to see that you enjoyed the hotel facilities and service and that I was very impressed by your eye for detail. Thank you very much for the 5 star review and we look forward to a mutually beneficial relationship into the future. Regards, Feliks Schwartz - General Manager
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Additional Information about The Westin Richmond

Property: The Westin Richmond
Address: 6631 W Broad St, Richmond, VA 23230-1723
Phone Number:
Location: United States > Virginia > Richmond
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Luxury Hotel in Richmond
#3 Romantic Hotel in Richmond
#3 Family Hotel in Richmond
#6 Business Hotel in Richmond
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Westin Richmond 4*
Number of rooms: 250
Official Description (provided by the hotel):
Welcome to The Westin Richmond Hotel conveniently located on Broad Street just off of Interstate 64 at Reynolds Crossing. ... more   less 
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Also Known As:
The Westin Richmond Hotel Richmond

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