Richmond Marriott

Staff Quality: The hotel consistently receives praise for its professional, friendly, and attentive staff, who are described as helpful, knowledgeable, and willing to assist guests with personalized service, including guiding them to facilities and resolving issues promptly.

Fantastic atmosphere and a cozy lounge! Perfect spot to relax and unwind. Food and drink are delicious as well the staff is accommodating.

My wife and I have been loyal members of the Marriott Bonvoy program since 2018 and have consistently used the Marriott Bonvoy Boundless credit card throughout our time with Marriott. However, I am writing to address a recent situation that has left us quite frustrated. I made a reservation at the Richmond Marriott, which I have frequented multiple times as part of my work-related travel. Unfortunately, on our way to the hotel, we encountered an unforeseen issue that prevented us from arriving as scheduled. I acknowledge that I was marked as a no-show and have taken responsibility for the situation, I was charged full price for the room . I did not have a problem since I failed to cancel. After paying the full amount I was advised that I would not recieve rewards/points. It seems contradictory to charge customers the full rate for a room while denying them the rewards points that come with it, especially for a loyal and long-standing member of the Marriott family. This experience was disappointing, particularly regarding how it was handled by the staff member I spoke with, Ashley. I had hoped for a more understanding approach given my history with Marriott. This situation has made me reconsider my future loyalties.