Holiday Inn Express Richmond - Midtown by IHG

I feel duped. I paid $1000 for 3 nights. Booked this hotel on booking.com Requested 2 queen beds, got a king instead. Sinking bed, not firm. The desk did not greet us, never offered any complimentary water. Room located behind the elevators. The door is heavy to open— which was impressive. The room was tiny. Shower not working… water flowed outside of the standing shower. Water stains on the ceiling. No metal cover on the sprinklers. No exhaust fan in the bathroom, so if a guest did number 2, the whole room stank.. windows do not open. The blinds made of cheap plastic, the edges taped with scotch tape. Since no water in shower, plenty in sink, so took a sponge bath with face towels for 3 days. The floors are filthy, dusty, my socks may have cleaned it..

The staff were super rude, the attitude towards guests, their tone of voice.
From signing in, to signing out.. the staff was rude, rude and rude. Sign in person never greeted us, no smile.Introduced herself though, Did not offer complimentary water.

Second day, I needed to tell them about having no water coming in the shower, nobody attending the desk. Cleaning staff walking past me but nobody bothering to greet, just a scowl look on their faces.

Third day, a guy was attending the desk, I told him of my complaints, he just brushed it off. Don’t stay in room 200. Though he did give me fresh towels.

Fourth and final day: check out time, no staff attending. A latina passed by telling me that staff maybe in the bathroom. Finally the person with red hair and ponytail young lady came, no smile, no good morning, just a “ mood off” look on her face. Told me to put the door cards in the slot on the desk, i asked for a copy of my receipt, she said since I booked through booking.com, they will send me a copy in my email—- well I am still waiting nothing as of yet!
I just told her,” I hope I don’t get billed for another day.” She retorted, “ why would you get billed, I just closed you out “. I was so shocked.

Nothing

Noisy neighbor

Tried to get tea. Wasn’t any hot water available and only 2 tea choices, black and green…herbal would have been nice

The parkinglot was hard to navigate and it was difficult to tell from the side entrance where the front was located. I also needed a spoon to eat my macaroni and cheese and there was none to be found.

Most of the staff were lovely and helped me with my late check out but a really rude white blonde lady with straight hair and glasses claimed that my late check out time didn’t exist when I was told by 2 other staff that it did. She was very rude and treated me like I was lying which I really didn’t appreciate. There must have been a better way to handle the misunderstanding on her end. I was going to reserve another night there later this coming week but I’d be too afraid to have to interact with her again due to her rude demeanor so I will have to find a different location. But the other 2 front desk people Cassie and a really nice black woman were super kind and helpful. It’s such a shame that the blonde lady works in hospitality she really shouldn’t be working in that field. So the hotel has lost my business which is a shame but she was so rude I’d hate to have to interact with her ever again.

Materasso del letto eccessivamente molle. La
Prima colazione è vasta ma sarebbe meglio aggiungere qualche opzione senza glutine (almeno del Pane o dei cereali).

One of the elevators was broken. The TV didn’t have good channels.

Front desk staff wasn't exceptional. Had to wait several minutes for desk clerk to come from out from back office to checkout us out.
There was a fee charged that I was in aware of.