Quality Suites Lake Wright Norfolk Airport

Location: Frequently praised for proximity to shops, restaurants, airports, and highways, with some reviews highlighting convenient parking access.(based on 1 review)

I learned a hard lesson today, you get what you pay for. I rarely take the time to write reviews, but this experience deserves it. Upon arrival, we quickly noticed the hotel had no luggage cart available for guests. When I asked for it, I was essentially ignored. The customer service was the worst I’ve ever experienced. The young lady at the front desk appeared uninterested in helping guests, if she doesn’t like interacting with customers, perhaps she’s in the wrong profession. The hallways reeked cigarettes and ****. I have nothing against it, but if that area is clearly marked as “non-smoking,” you should at least meet that basic standard. Our first room had a strong musty smell from the carpet. The bathroom walls appeared to have black mold (I’m no expert, but I wasn’t about to risk it). The curtains were stained and showed mildew at the bottom. The bed looked like it had recently been used and there was hair under the pillows and blanket. You can draw your own conclusions from that. When I showed the young lady at front desk the photos of the bathroom, I was initially refused a new room because we had used the towels. I was told it was “hotel policy.” Only after speaking with her supervisor did she reluctantly offer us a different room. She also hung up the phone on me mid conversation unprofessional and rude. Please, train your staff better. The second room wasn’t much better. The musty carpet smell was still strong, the A/C unit was noisy and full of dust, the refrigerator was dirty, and when I turned on the bathtub, dirt came out with the water. Exhausted from a long day, I just wanted to sleep, but even that wasn’t possible. The walls are so thin you can hear everything… and I mean everything. I originally booked two nights, but ended up checking out a day early. I had no energy left to deal with the staff again. I didn’t use the pool or other amenities, but judging by the rest of the hotel, I wouldn’t be surprised if they’re just as bad. Do yourself a favor and spend a few extra bucks and stay at the Tru by Hilton nearby. The service is far superior and you’ll at least get a clean room and nice staff. Shame on Commonwealth Commercial Partners for purchasing this garbage and seemingly abandoning it. And shame on the Quality Suites staff for being rude and dismissive to us. As a veteran, I felt disrespected by the way I was treated. Needs new management, train your staff better and, meet basic cleanliness expectations. I will be leaving reviews everywhere to help others avoid the same mistake I made

The check-in experience was good. There were no problems