The Westin Richmond

I am surprised to share such a negative experience at a Westin Hotel, which felt more like a 2 star motel. In addition to the power going out two days in a row (not weather related by the way) and guests getting stuck in the elevator the third day for nearly 20 minutes, this property missed the mark time and time again. And why they blocked the elevator from the Lobby with massive plants because it wasn't working was weird...so we had to squeeze out when we got to the Lobby. Housekeeping failed to clean my room the 1st day but did bring fresh sheets for my bed and a towel refresh. The sheets were wet! So I had to take those to the front desk and request dry sheets. The following day, the room was cleaned but they were missing items (layers) from the bed. The housekeeper was nice and told me she didn't have all items to make the bed. So, that was that. As a Marriott Bonvoy member, I requested a late check out which, of course, wasn't recorded in the system. So, yet another trip to the front desk to change keys where no staff was present. Did I mention we had to evacuate around 2:40 am one morning because a guest thankfully called 911 when he saw sparks in his room but couldn't reach hotel staff so he pulled the fire alarm to notify all guests? Yep, that happened too. The indoor "heated" pool was lukewarm cold, but a nice area. All they offer at this location are apologies. Now, the hotel restaurant was a highlight - good food, incredible portion sizes and excellent service. I stayed in a Westin in a different state the week prior, and it was excellent. I will return to Virginia next year and will not choose this hotel. Save the generic response/apology to this review - I heard nothing but apologies all week from your staff.

Clean, modern, helpful staff. Clean bathrooms, very comfortable beds. One night only but a wonderful stay. I would book this hotel again without hesitation.

We really enjoyed your night at the Westin. The room was very clean and comfortable. It is conveniently located in a busy but safe area close to the airport. It is only a few minutes walk to Richmond Centre and lots of restaurants. The staff were courteous and helpful. There is a free airport shuttle

I had an amazing stay at the Westin Richmond. The hotel was clean and the staff were phenomenal. There happens to be one particular staff member who provided exquisite customer service. That person was Hunter who worked the front desk. He was benevolent and helpful. Thank you Mr. Hunter for making my stay nothing but perfect.

I travel for work and hands down this is the BEST WESTIN ! Beautiful, well cared for, EVERYONE that works there is professional and there is pride in their work! Food at restaurant is GREAT. And the bartender, forgive me I did not get his name, is exceptionally talented at making amazing drinks. I was there for a medical conference and I feel I need to give a shout out to HOLLY and GERALD. They were constantly in motion, getting things done and with a smile. I had a small request and Holly was quick to respond. Who ever owns this Westin should pat themselves on the back for having a beautiful well kept property with updated room and amazing team working with them. Well done.

The rooms were extra spacious and very thoroughly cleaned. I would have liked basic amenities in the bathroom such as a showercqp but it wasnt the end of the world!