Holiday Inn and Suites: Richmond - West End, an IHG Hotel

My family and I loved this place. Robert was very attentive and so was the young lady who checked us in on second shift who's name I didn't catch as it was late. I was recognized as a Diamond Elite member and was accommodated accordingly. I was also given an upgrade and granted a late check out. Unfortunately though the night auditor was rude to my children as they checked in a few hours after I did and did not receive the same hospitality as my wife and I but other than that our stay was great.

Don't like that their isnt free breakfast and the pool doesn't open until June. Although it was 85 degrees at the end of April

Rooms look good all tile. Nice and clean. Friendly helpful staff. Outdoor pool only open during summer months.

I stay in my share of Holiday Inns and then some, but this one is really terrible. Where do I start? Spent 3 days here on a project and the tv was scrambled to the point of unwatchability the entire time even though they said every morning they had someone coming to fix it. The ventilation system is either hot, cold or off. No way to make it pleasant- literally full blast cold or hot. The WiFi goes on and off for no apparent reason. Half of the cable channels don’t work. You have to wait about 5 minutes for hot water in the shower. To be fair I know when I check in to a Holiday Inn I don’t expect a W experience or anything close but this place sets a new standard for crappiness. Oh and it’s miles from anything. The staff tries but I got the impression I wasn’t the 1st customer to complain about the simple fixable stuff but clearly the owners do not give a hoot.

Nice little place to stay for one night for business. I would have scored it higher, but the shower had hair in it. If you're going to have white tiles, it has to be clean. Everything else was good though.

Nice & clean Holiday Inn large enough to have a restaurant.

We booked this hotel as part of the Jefferson Cup tournament. As a tournament hotel, we expected breakfast to be included; unfortunately, we had to look for a nearby restaurant instead. That aside, the hotel is very safe and does not allow anyone to use the elevators without an access card. The rooms are clean and tidy. Although the bathrooms are small, they are well-maintained and clean. I would recommend this hotel over other large hotel chains in Richmond. It’s safe, clean, and comfortable.

It's a busy area but there are lots of food options within a few mins drive. The hotel is super nice, clean, and comfortable to come back to after driving on crowded roads. The suites are spacious and quiet. Would definitely stay here again.

Zane helped check us in and resolved all the issues we had with such grace, respect, understanding, and kindness! Phenomenal employee and great customer service. The room was also very clean and modern. Overall great experience from start to finish!

We usually stay at Holiday Inn Express locations, but this hotel was reserved for a soccer tournament, so we chose to stay with the team. Pros: 1. The front desk staff were personable and helpful with a few issues we encountered during our stay. 2. The room was very clean, and the location is convenient to many commercial restaurants and stores. 3. The temperature was pretty warm each day and cold water was offered in the lobby from a dispenser. Cons: 1. We were not recognized as IHG members, and no offer of bottled water upon check-in. 2. During our stay of 3 nights/4 days, each day we had to go to the front desk because one or all of our keys were not working. Keys are required to access guest rooms from the elevator. One day the key reader in the elevator was not working for anyone and we had to climb up 4 flights of stairs to get to our room. 3. The TV was definitely glitchy. I would call most channels unwatchable because the glitching was so bad. Not great during March Madness games. 4. The rooms are VERY small, and the bathroom is pretty tight. The sink is outside the bathroom in the hallway just inside the door. This means that the floor in front of the sink tended to get wet after use, and you would have to dry the floor with a towel or walk through the wet floor to get out of the room. 5. Didn't mind that there was no free breakfast, but free coffee/tea was certainly missed. We and others ended up driving to the nearby Dunkin or Starbucks every morning for coffee and a reasonably priced breakfast. When we stay at the HI Express brands, they have 24/7 coffee and tea for guests with coffee machines that freshly grind the beans before brewing a good cup of coffee, so we missed this offering at this hotel. Overall, I would not stay here again, especially as there was a Country Inn and Suites right across the driveway that looked like a better option.

Checked out at 4:30, 15 minutes after driving i realized i left my jacket and called them to let them know. When i got there they said “We couldn’t find it”. Either dishonest cleaning staff or terrible item management.

Krystal is that girl. Awesome hospitality. Y’all should give them chairs or something having to stand all day is a lot. Room was very clean and smelled clean. Bed was a little firm but soft pillows were divine. Would totally book again! Give Krystal a raise. 10/10 ( I hope I spelled her name right because I said I was doing a review). <3