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Reviewed 3 weeks ago

Linden Row was chosen for my family and friends
Rooms are beautiful as is the garden
A wedding brunch on Sunday was excellent
It will be even nicer when the new restaurant is open
Free shuttle service is a nice added feature

Date of stay: September 2019
    • Location
    • Sleep Quality
    • Service
Thank Nancy T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SavaraHospitality, Manager at Linden Row Inn, responded to this reviewResponded 2 weeks ago

Thank you for taking the time to write this review about your stay with us during your son’s special wedding weekend! It is wonderful to hear that your experience was a memorable one. We are delighted to share that our new restaurant is now open! We hope to welcome your friends and family back for another stay in the future.

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Reviewed 4 weeks ago

The positive: The hotel is charming. Old and historic, beautiful courtyard, lovely suites. These are the reasons my daughter chose it as one of the hotels in town for her wedding guests.
Negatives: I try not to write negative reviews because I hate to impact local business, but the problems were big. First of all, the hotel does not answer phone or email inquiries within 24 hours. I find this to be very unprofessional and I don't understand why they don't need the business. Secondly, our room was out in the lovely courtyard. It was small but clean. There was a magnifying mirror on the bathroom sink, I went to use it to find one side of it was completely detached from the base and there was something rolling around in it. Anyone who moved it (like to clean?) would discover this. Sitting on the toilet, there was a wire sticking out of the heater. It was not live. Then because we are in a major city, the noise of the night was so incredibly loud it was hard to fall asleep. I don't know if this is a problem in the main building.
It was my daughter's wedding. She married into the "Jones" family who stayed at the hotel. Mother Jones got a parking ticket taking her stuff into the hotel and asking for valet parking (you pretty much need valet parking-$20 day). Aunt Jones used valet parking and her windshield was smashed in said parking and her car vandalized. The woman at the desk said there was nothing she could do about it because they didn't have a general manager. So Grandpa Jones had to get involved. He had to threaten to get someone to act decently. Then the hotel stepped up and compensated for these issues. As mother Jones was checking out, she went back into the lobby to get a suitcase, 10 feet from the curb, and stuff in her car was stolen- in like 10 minutes outside of the hotel in the daytime. The police who came said this has been a problem at the hotel and that other cars had been smashed in the valet parking. We saw no warnings as to this or advice to take extra precautions.
My daughter had come to the hotel earlier to choose a suite for her wedding night. When she checked in she was given the wrong suite. The sales manager had to come and verify that it was not the correct suite. Additionally, no one helped or offered to help her with her luggage and items being carried into the suite (this suite was $300 per night. She was given a discount of $200 per night, she rented it for 2 nights. A little customer service should be forthcoming). She left gift bags for her guests staying at the hotel, and they were not being given out until she said something.
My sister needed the shuttle and she was told it left every 1.5 hrs. When she arrived at an appointed time and requested the shuttle she was told she needed to give them 30 minutes notice. Two times when I needed to use the valet, I was asked to move my car to accommodate their schedule- no one was available to valet. The valets and shuttle drivers were very nice.
One of the problems is that there are many different people manning the lobby desk. Some are awesome and some are horrible. Even though the hotel was not as nice as I had hoped, all of that would have been forgotten with good customer service. Even being the victim of numerous crimes could have been mitigated by a little compassion and kindness. But that was not forthcoming. The other guests stayed at the Graduate down the street. The rates were cheaper, there is a bar and restaurant, and the service was great. Don't stay at Linden Row.

Date of stay: September 2019
    • Value
    • Rooms
    • Service
3  Thank Vitarachel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SavaraHospitality, Manager at Linden Row Inn, responded to this reviewResponded 4 weeks ago

Thank you for your review. On behalf of our entire team, we truly apologize for all of the issues you encountered during your stay.

Our team is committed to providing the best service and facilities for our guests, and we are actively taking the necessary steps to improve in the areas you described to prevent any recurrence.

We are truly regretful for your experience. On that note, our General Manager has been in touch with you and your family since your stay with us, and we have taken immediate action to make things up to you. We hope that you will give us another chance if your travels bring you back to the area.

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Reviewed 5 weeks ago

First impressions were not good. Weeds and debris around the main entrance - a plastic bottle that lay on the window sill was still there when we checked out 2 days later. Approaching the front desk , we had to wait for the front desk staff to finish chatting amongst themselves before they acknowledged us. Things went downhill from there.

We were given the key to a dungeon (room 123 - it has no windows) The yellow centre light was on , adding to the gloomy, depressing ambience. We refused this room and were offered a worse one, before being found one that felt less like a holding cell.

At no time were we asked if we would like assistance with our (many) bags as we trekked around the place.

The restaurant is ‘under construction’ so no food (e.g. breakfast) available There is no bar, but that was the least of our concerns. Cleanliness is an issue, they really need to address this. Glasses and paper cups lying around the place for 2 days, spillages, dirt and dust left lying around in common areas and elevators and on top of vending machines. Sticky, dirty carpets and rugs. I’ve never stayed in a hotel where my bed was left unmade after the room had supposedly been cleaned. (They emptied the bin and rinsed the glasses, but didn’t make the bed)

How on earth this place gets good reviews is beyond me. I don’t recognise it from the good reviews it gets on TA, which makes me wonder if they are genuine.

We were not asked once, if we were enjoying our stay, not asked when we were checking out how things had been, but I’m guessing they already know the answer to that. This is a hotel that has no pride. Avoid.

Date of stay: September 2019
Trip type: Traveled with friends
Thank hearts21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SavaraHospitality, Manager at Linden Row Inn, responded to this reviewResponded 4 weeks ago

Thank you for your taking the time to share constructive feedback regarding your stay. The items noted in your review fall far below our high standards for guest service and property condition. We are truly regretful for your experience and sincerely apologize for missing the mark on so many aspects of your visit.

Simply put, the satisfaction and comfort of our guests is our number one priority. To that end, your experience has been shared with our housekeeping, maintenance, front desk, and valet/shuttle teams with the intent of making the necessary corrections to our operations to ensure that these issues are not repeated. We can and will do better.

We are also sorry that our restaurant was not open during your time with us. We are currently in the process of transforming the dining space into a full-service restaurant and bar that will serve breakfast, lunch and dinner, as well local beer, wine and craft cocktails. We are in the final stages of the transformation and the new restaurant should be opening very soon.

We have attempted to contact you directly to discuss your stay in further detail, and to make things up to you. We would welcome the opportunity to have a conversation and to reiterate our commitment to addressing the shortcomings noted in your review.

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Reviewed August 23, 2019

We have stayed at the Linden Row Inn 3 times. The rooms are appointed historically but will all modern amenities. The building is rich in history and worth the visit. The staff has always been courteous.

Room tip: All of the rooms are great.
Date of stay: August 2019
    • Value
    • Sleep Quality
    • Service
Thank Fred N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SavaraHospitality, Manager at Linden Row Inn, responded to this reviewResponded 5 weeks ago

We appreciate you taking the time to write this review and for continuously choosing to stay with us at Linden Row. We look forward to your next visit to Richmond!

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Reviewed August 22, 2019

Stayed here for a relatives wedding. Excellent staff and rooms were great. Mini refrigerator was bonus. Cant say enough about the staff and went above and beyond to accommodate. Close to restaurants and attractions.

Date of stay: May 2019
    • Value
    • Sleep Quality
    • Service
Thank Russel R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SavaraHospitality, Manager at Linden Row Inn, responded to this reviewResponded 5 weeks ago

We are thrilled to hear that you enjoyed your time with us at Linden Row for your family’s wedding weekend! You’re compliments about our team and hotel are greatly appreciated, and we hope to host you again should your travels bring you back to Richmond.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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