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Avis sur Extended Stay America Suites Richmond Hilltop Mall

2.5 out of 5
Extended Stay America Suites Richmond Hilltop Mall
3170 Garrity Way, San Pablo, CA

Avis

6,4
Note des voyageurs de 10 (Excellent), d’après 187 avis sur 840." "
Note des voyageurs de 8 (Bien), d’après 175 avis sur 840." "
Note des voyageurs de 6 (Satisfaisant), d’après 177 avis sur 840." "
Note des voyageurs de 4 (Médiocre), d’après 140 avis sur 840." "
Note des voyageurs de 2 (Horrible), d’après 161 avis sur 840." "

6,6/10

Propreté

7,2/10

Personnel et service

6,0/10

Équipements

6,2/10

Infrastructures et conditions de l’hébergement

6,4/10

Écoresponsabilité

Avis

6/10 Satisfaisant

Princes

Les points forts : Personnel et service et infrastructures et conditions de l’hébergement
Séjour de 1 nuit en mai 2024

2/10 Horrible

Kortney

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Checking in was easy. After checking in the next morning, we realized we had no face cloths. I went to the front desk and requested that we have some. I was informed that they are all out they could bring me some in an hour. An hour went by, and they never showed up. we left the hotel came back that evening and then request to have Face towels again and I was told they were out. The next morning I went out to request face towels and was told that they did not have any in the building but maybe you could get me some tomorrow. There was a lot of In-N-Out traffic all night long. The hallways reeked of marijuana. The manager did not seem to care of any inconveniences.
Séjour de 3 nuits en mars 2024
Réponse de Hotel Management le 16 mars 2024
Dear Kortney, We apologize for the unavailability of face cloths and any inconvenience caused. We understand that we failed to address your concerns in a timely manner, and for that, we apologize. We will share your feedback with our team to ensure that we do not have any communication lapses in the future. Moreover, we are also disappointed to hear about your experience with the hallways, as this does not align with our usual service standards. We will take necessary steps to address this issue and ensure that our guests enjoy a welcoming environment. Your valuable feedback is greatly appreciated, and we would love to have the chance to provide you with an improved experience in the future.Sincerely,Hotel Management

4/10 Médiocre

James, Harold

Voyage d’affaires
Les points forts : Propreté et personnel et service
I've stayed here before and would again. This room, 226, was the noisiest room I can remember ever staying in. With the noise being mechanical clunking, water knocking and elevator noise.
Séjour de 2 nuits en février 2024
Réponse de Hotel Management le 28 févr. 2024
Dear James, Thank you for choosing us again and taking the time to post your review. We truly value our guests' comments and opinions. Sorry, we didn't meet your expectations. We regret the various noise disturbances caused in the room. Our front desk team can handle these problems when you inform them about and improve your time with us. Please give us another chance to provide you with our usual service. Thank you again, and we wish you all the best.Sincerely,Hotel Management

2/10 Horrible

paul

Voyage en famille
I was refused. I was a “do not run”. Received no room, and no reason for it.
Séjour de 4 nuits en février 2024
Réponse de Hotel Management le 9 févr. 2024
Dear Paul, Thank you for sharing your experience. Your feedback is very important to us, as it will assist us in improving our guest experience. We will take the necessary steps to ensure this does not occur in the future.Sincerely,Hotel Management

4/10 Médiocre

Matthew

Voyage d’affaires
Les points faibles : Propreté et infrastructures et conditions de l’hébergement
Séjour de 6 nuits en janvier 2024

10/10 Excellent

Perry

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Very good experience. Great working staff. Room took a little long to heat up on this Jan evening, but it got to a comfortable temperature .
Séjour de 2 nuits en janvier 2024
Réponse de Joseph R. Zeigler le 22 janv. 2024
Thank you for your review

10/10 Excellent

Daniel

Séjour de 1 nuit en janvier 2024

4/10 Médiocre

Elida

Les points faibles : Propreté et équipements
Went i open the door in room was trash beds not made. then I’m back to lobby and tell the lady she was not frendly ..
Séjour de 1 nuit en janvier 2024
Réponse de Joseph R. Zeigler le 19 janv. 2024
I am terribly sorry you had a bad experience with us. this is not how we operate. I do appreciate you writing us a review

10/10 Excellent

Matthew David

Les points forts : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Séjour de 1 nuit en décembre 2023
Réponse de Joseph R. Zeigler le 19 janv. 2024
Thank you for your survey

10/10 Excellent

Daniel

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Séjour de 1 nuit en décembre 2023
Réponse de Joseph R. Zeigler le 19 janv. 2024
Thank you for your survey

10/10 Excellent

Raquel

Nothing everything was wonderful
Séjour de 2 nuits en décembre 2023
Réponse de Hotel Management le 24 déc. 2023
Dear Raquel, Thank you for choosing Extended Stay America. It is nice that you were happy with your visit and had a wonderful time. Please visit again the next time you are in the city to enjoy our area and services. Sincerely,Hotel Management

8/10 Bien

Miguel

Les points forts : Personnel et service
Friendly staff

6/10 Satisfaisant

Juan

Voyage d’affaires
Was like people had been placed to live there
Séjour de 2 nuits en novembre 2023
Réponse de Hotel Management le 7 déc. 2023
Dear Juan, Thank you for your kind words regarding our service; you enjoyed your stay and had a memorable experience. It is always a pleasure to read reviews complimenting our service and hospitality. Thank you for being our guest. We hope to be your first choice every time you visit here.Sincerely,Hotel Management

2/10 Horrible

paul

Voyage en famille
Les points forts : Personnel et service
Les points faibles : Propreté, équipements, infrastructures et conditions de l’hébergement
First room was not clean, trash under sink, dust ball on carpet, bed had hairs on it and looked slept in.
Séjour de 1 nuit en novembre 2023
Réponse de Hotel Management le 30 nov. 2023
Dear Paul, Please accept our apologies for not providing the impeccable accommodations you should have received and for any inconvenience this caused. We are working with our housekeeping managers to prevent this from happening again. We would love for you to give us another opportunity to provide you with the seamless stay you deserve on your next visit to the area.Sincerely,Hotel Management

8/10 Bien

Magda l

Need some cleaning, windows need cleaning, parking area need some cleaning
Séjour de 1 nuit en novembre 2023
Réponse de Joseph R. Zeigler le 19 janv. 2024
Thank you for your feed back

6/10 Satisfaisant

J. Valentin

It
Séjour de 1 nuit en novembre 2023
Réponse de Hotel Management le 28 nov. 2023
Dear J. Valentin, Thank you for staying with us and for your review. We are disappointed if you had any issues which kept you from thoroughly enjoying your stay. We would welcome another opportunity to show you our outstanding hospitality. We appreciate the feedback and hope to see you the next time you visit the area.Sincerely,Hotel Management

8/10 Bien

Solange

Séjour de 1 nuit en novembre 2023
Réponse de Joseph R. Zeigler le 19 janv. 2024
Thank you for your survey

2/10 Horrible

Rita

Séjour de 1 nuit en novembre 2023
Réponse de Joseph R. Zeigler le 19 janv. 2024
Thank you for your survey

8/10 Bien

lisa

Séjour de 1 nuit en novembre 2023

2/10 Horrible

Raihanatou

Les points faibles : Propreté et personnel et service
Séjour de 1 nuit en novembre 2023

8/10 Bien

Cardis

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 2 nuits en octobre 2023
Réponse de Joseph R. Zeigler le 28 oct. 2023
Thank you for your review

6/10 Satisfaisant

Laura, Martinez

Voyage en couple
Les points forts : Personnel et service
Les points faibles : Équipements et infrastructures et conditions de l’hébergement
When we checked in, they did not have the king bed room available that we reserved. They said they were overbooked. We ended up with a queen, so that was not desirable. There was only one roll of toilet paper and it was only a 1/4 full and not extra available. Not happy about that.
Séjour de 1 nuit en octobre 2023
Réponse de Hotel Management le 24 oct. 2023
Dear Laura, We apologize for the inconvenience you encountered upon arrival. We try our best to accommodate our guest's requests; however, there are times when we need to have the room available. We understand your frustration, regret disappointing you with the supplies in the room, and have discussed this with our front desk team for correction. Every member is committed to ensuring our guests have an excellent stay. Please return, and we hope always to serve you for all the fantastic trips! Sincerely,Hotel Management

8/10 Bien

Neivaldo

Séjour de 1 nuit en octobre 2023
Réponse de Joseph R. Zeigler le 28 oct. 2023
Thank you for your review

6/10 Satisfaisant

Iain

Voyage d’affaires
Nice to get a pan for boiling water with, for free
Séjour de 2 nuits en octobre 2023
Réponse de Hotel Management le 16 oct. 2023
Dear Iain, We're delighted to hear you appreciated the convenience of having a complimentary pan in your room. It's these little extras that can make a stay more comfortable. If you have any other feedback or suggestions for us, please feel free to share. We aim to provide a pleasant experience for all our guests, and your insights help us achieve that. We hope you enjoyed your stay overall and look forward to welcoming you back in the future.Sincerely,Hotel Management

10/10 Excellent

Alfredo

Voyage d’affaires
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 1 nuit en septembre 2023
Réponse de Joseph R. Zeigler le 6 oct. 2023
Thank You very much for you review

10/10 Excellent

Macy

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Very clean and nice place
Séjour de 1 nuit en septembre 2023
Réponse de Joseph R. Zeigler le 6 oct. 2023
Thank you for your review

6/10 Satisfaisant

trevor

Voyage d’affaires
Les points forts : Personnel et service
Les points faibles : Propreté, infrastructures et conditions de l’hébergement, confort de la chambre
Old, not great, not terrible.
This place is pretty beat up. It's not particularly dirty, just beat up. Seems to have a permanent odor of ramen and weed. There was no remote for the TV. After a couple trips down stairs I got a working one, and the lady at the front desk was very helpful. There was a burnt out light, but the other ones worked so, not all bad. All I really needed was a place to stay, and this did that, but nothing great about it.
Séjour de 1 nuit en septembre 2023
Réponse de Hotel Management le 1 oct. 2023
Dear Trevor, Thank you for reviewing our hotel. It is nice you had a pleasant stay, and we appreciate you pointing out specific items you loved and areas where we can improve. We are evaluating the instances you mentioned as we are committed to offering better service for our guests. We are working with our team as we want our guests to have a perfect hotel experience while with us. Please return, and we welcome you for a better experience.Sincerely,Hotel Management

10/10 Excellent

Maria

Les points forts : Personnel et service, infrastructures et conditions de l’hébergement, confort de la chambre
Séjour de 1 nuit en septembre 2023
Réponse de Joseph R. Zeigler le 6 oct. 2023
Thank you for review

6/10 Satisfaisant

Clifford

Voyage avec des animaux de compagnie
Les points forts : Propreté
Les points faibles : Infrastructures et conditions de l’hébergement
The Extended Stay chain used to be a top notch venue. Those days are gone! The grounds, while lovely feel unsafe with warning signs to lock you cars and sketchy persons wandering about day and night. The rooms while clean and comfortable show signs of wear and unrepaired damage!
Séjour de 1 nuit en septembre 2023
Réponse de Hotel Management le 15 sept. 2023
Dear Clifford, Thank you for evaluating your stay with us. At our hotel, we strive to offer outstanding service and maintain a clean and safe environment for our guests; therefore, we sincerely apologize for the disappointment you experienced during your stay. Please know our team is staffed around the clock to address any concerns you may have. Your honest comments will be shared with our associates, and we will use them for future improvements; we hope to welcome you to enjoy the elevated experience you always deserve. Sincerely,Hotel Management

2/10 Horrible

Natalie

Voyage en famille
Les points faibles : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
Do not stay here gross. Hair in the bathroom from previous people. I don’t want to know what I laid in. Scary as hell. Horrible.
Réponse de Hotel Management le 10 sept. 2023
Dear Natalie, Thank you for reviewing your stay with us. We sincerely apologize for the issues you encountered. Your feedback is invaluable as we are committed to providing the best experience for our guests. We will address these concerns appropriately and sincerely regret any inconvenience you experienced. We hope you will consider staying with us again so we can demonstrate the hospitality we are known for.Sincerely,Hotel Management

10/10 Excellent

Valerie

Voyage en famille
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 1 nuit en août 2023
Réponse de Joseph R. Zeigler le 6 oct. 2023
Thank you for review

2/10 Horrible

Esmatullah

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Not good at all
Séjour de 1 nuit en août 2023
Réponse de Hotel Management le 26 août 2023
Dear Esmatullah, We take guest satisfaction seriously and apologize for any shortcomings you encountered during your stay. We appreciate you bringing these issues to our attention as it helps us identify areas for improvement. Our team will investigate the matter thoroughly and implement necessary changes to prevent similar situations in the future. Thank you again for your valuable feedback, as this helps us improve the experience for all our guests. We hope we have the opportunity to make a much better impression on a future stay.Sincerely,Hotel Management

6/10 Satisfaisant

Brenda

Voyage en famille
Les points faibles : Infrastructures et conditions de l’hébergement
El lugar está un poco sucio, como la alfombra y tarda en hacer la limpieza de tu cuarto.
Séjour de 11 nuits en août 2023
Réponse de Hotel Management le 21 août 2023
Dear Brenda, We appreciate your feedback and sincerely apologize for the inconvenience caused by our housekeeping staff overlooking certain areas in your room. This is not up to our standards, and we will address this appropriately. We hope to have you stay with us again soon.Sincerely,Hotel Management

4/10 Médiocre

Hongyi

Voyage en famille avec de jeunes enfants, Voyage en famille
Les points faibles : Personnel et service, équipements, infrastructures et conditions de l’hébergement
The surrounding area has nothing, property is poor maintenance and room is not very clean
Séjour de 1 nuit en août 2023
Réponse de Hotel Management le 21 août 2023
Dear Hongyi, Thank you for your feedback. We apologize that your experience fell short of our usual high standards of offering clean, comfortable, and well-maintained suites. We have taken note of your comments and will make necessary improvements to enhance our services. In the future, please know our front desk is staffed around the clock and is always happy to address anything that will make your stay more comfortable. We hope you will give us another opportunity to provide you with the exceptional stay you deserve.Sincerely,Hotel Management

2/10 Horrible

Reggie

Voyage en famille avec de jeunes enfants
Les points faibles : Propreté, personnel et service, équipements et infrastructures et conditions de l’hébergement
This was by far the dirtiest hotel I have every stayed in. The hallways, elevators reeked of bad odors. The floors looked like the hadn’t been cleaned in years. The room was tattered and the bed sheets looked to be several years old. I can’t believe extended Stay would even call this a franchise. I can’t possibly book another extended stay hotel in the future.
Séjour de 1 nuit en août 2023
Réponse de Hotel Management le 20 août 2023
Dear Reggie, Thank you for taking the time to evaluate your visit. We follow rigorous standards regarding the cleanliness and upkeep of our suites and the entire hotel, and we sincerely apologize if we overlooked anything while servicing our property. We have shared your concerns with our housekeeping team to uphold our quality standards and prevent future occurrences. Even though this is not usual for us, we are working to improve our services moving forward. We are fully committed to regaining your confidence in us and hope you will revisit us in the future.Sincerely,Hotel Management

6/10 Satisfaisant

Jeralyn

Séjour de 2 nuits en août 2023
Réponse de Joseph R. Zeigler le 6 oct. 2023
Thank you for your review

10/10 Excellent

Robert

Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement
.
Séjour de 2 nuits en août 2023
Réponse de Joseph R. Zeigler le 6 oct. 2023
Thank you For your review

4/10 Médiocre

Susie

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
I thought the hotel was dirty. The people in the next room had music and sang until like 2am.
Séjour de 1 nuit en juillet 2023
Réponse de Joseph R. Zeigler le 8 août 2023
Thank you for your review

6/10 Satisfaisant

Virginia

Voyage en famille
Check in was quick, easy and efficient. Gentleman who checked us in was very friendly and attentive. Rooms are nice but need some upgrades like the bathtubs have old stains that need to be removed and the faucets fixed and/or upgraded. Keys to the room kept stopping to work and it was a hassle twice. Came back from an event to be told our room was supposed to be empty and had been cleaned out!!! Scary thought because all our stuff was In there! Thankfully the records weee wrong and our stuff was there. Don’t expect much from a continental breakfast but a bit more than just store bought mini muffins, granola bars, oatmeal packet and coffee. Maybe some juice, fruit to go with it would be great. Minor details would go a long way. Fair price and overall a nice place to sleep
Séjour de 2 nuits en août 2023
Réponse de Hotel Management le 8 août 2023
Dear Virginia, Thank you for connecting with us about your time at our hotel. It is great to know you were pleased with most of your visit. However, we regret that your stay was anything other than perfect. We will discuss your concerns with the appropriate parties to ensure these issues are addressed promptly. Thank you for bringing this to our attention, and we hope you will give us another opportunity the next time you are in the area.Sincerely,Hotel Management

2/10 Horrible

Lizette

Les points forts : Personnel et service
Les points faibles : Infrastructures et conditions de l’hébergement
Séjour de 1 nuit en août 2023
Réponse de Joseph R. Zeigler le 8 août 2023
thank you for your review

2/10 Horrible

Ariana

Séjour de 1 nuit en août 2023

4/10 Médiocre

Khaled

Les points faibles : Propreté et infrastructures et conditions de l’hébergement
Séjour de 1 nuit en juillet 2023
Réponse de Joseph R. Zeigler le 8 août 2023
thank you for your review

2/10 Horrible

Joaquin

Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 2 nuits en juillet 2023
Réponse de Joseph R. Zeigler le 8 août 2023
Thanks for your review

8/10 Bien

Denise

Les points forts : Propreté et infrastructures et conditions de l’hébergement
The only thing I didn't like about it was it was hard to find for someone out of time
Séjour de 1 nuit en juillet 2023
Réponse de Joseph R. Zeigler le 8 août 2023
Thaks for your review

4/10 Médiocre

Carlos A

Voyage en groupe
The shower is not good 😫😤😤
Séjour de 1 nuit en juillet 2023
Réponse de Joseph R. Zeigler le 19 juil. 2023
We Appreciate you feed back. Thank you for bringing it to our attention

6/10 Satisfaisant

Yuya

Voyage en groupe
Séjour de 3 nuits en juillet 2023
Réponse de Joseph R. Zeigler le 19 juil. 2023
Thank you for your feedback. We will strive to do better

6/10 Satisfaisant

Parveen

Voyage en couple
Les points faibles : Propreté
There were food crumbs in the kitchen area. The second person could have a shower, because the water from the tub started to come out to the bathroom floor and kitchen area. There were cigarette butts in the drawer.
Séjour de 1 nuit en juin 2023
Réponse de Hotel Management le 7 juil. 2023
Dear Parveen, Thank you for taking the time to evaluate our hotel. Please accept our apologies for your allotted suite not being up to your expectations and for any inconvenience this undoubtedly caused. We understand how important it is to have a clean and well-maintained room, and we’re sorry for being unable to make that happen for you. We have discussed your concerns with our housekeeping and maintenance team to ensure all rooms are thoroughly inspected before allocating to future guests. Once more, we apologize and hope you will allow us to redeem ourselves in the future.Sincerely,Hotel Management

2/10 Horrible

Amanda

Voyage en famille
Les points faibles : Propreté, personnel et service, infrastructures et conditions de l’hébergement
Staff at front desk were gossiping, mentioning people were moody and PMS’ing. Not professional!
Séjour de 1 nuit en juin 2023
Réponse de Hotel Management le 2 juil. 2023
Dear Amanda, We sincerely apologize for the disappointing experience during your recent visit to our hotel, especially regarding the behavior of our staff at the front desk. We are looking into the matter to see what went wrong because our team is well-trained to treat our guests courteously and attend responsively to their needs. We realize that no explanation of these issues can change your recent experience. Still, please rest assured that we are evaluating the situation you mentioned and will take appropriate measures to address the problem and prevent future occurrences. We hope you will give us another opportunity so we can leave you with a much better impression on your next visit.Sincerely,Hotel Management

8/10 Bien

Allan

Voyage en famille
Les points forts : Propreté, personnel et service, infrastructures et conditions de l’hébergement et confort de la chambre
Séjour de 1 nuit en juin 2023
Réponse de Joseph R. Zeigler le 12 juin 2023
Thank you for your review

8/10 Bien

Flavia

Les points faibles : Propreté et infrastructures et conditions de l’hébergement
Room was smelly. There was not even a Glass. No hair dryer, floors dirty, carpet full of stains
Séjour de 1 nuit en juin 2023
Réponse de Joseph R. Zeigler le 12 juin 2023
thank you for your review