Residence Inn Richmond Northwest

I appreciated that the hotel has a laundry room.

I brought a large group to Richmond, with several irregular checkins and checkouts. Sheryl managed all of this perfectly, and checkin for 14 rooms took very little time. There were a couple of room issues, which Matthew and Luke fixed as soon as possible. Matthew spent extra time trying to make sure that all of us were comfortable and had what we needed. Breakfast was better than the usual Residence Inn standard. I would certainly stay here again.

Very disappointing stay at Residence Inn Richmond Northwest/Short Pump. I booked a Two-Bedroom, Two-Bath Suite and a One-Bedroom Suite for my family. On the day of check-in, I was informed that the suite's air conditioner was broken and that we would be given comparable accommodations. Unfortunately, the replacement rooms were basic rooms and not comparable to the suite that was reserved.

The issues continued throughout our stay. None of the room phones worked because they were missing cords, there were no linens provided for the sofa beds, one room had a broken shower door, another had no hot water, and the toilet was loose and not properly secured to the floor. We were told late at night that family members would be moved to another room because of these issues, but later were informed the hotel was fully booked and no rooms were available.

When I spoke with management the next morning, there was confusion regarding whether my family had actually been relocated. Rather than addressing the concerns, the response was dismissive and unprofessional. While a partial credit was eventually offered, it did not adequately address the fact that we did not receive the accommodations we booked and experienced multiple maintenance and safety issues.

The hotel appears to be undergoing renovations, but several rooms seemed unready for guests. Overall, this stay fell far below the standards I expect from a Residence Inn, and I would not recommend this property until these issues are addressed.

I recommend this hotel for everything, but the service should be enough to sell you on it! Everyone was so friendly, specifically Matthew, who always helped us out. I really appreciate this hotel!!

Amazing Matthew the front desk dude was awesome !

I have stayed in Many 5 STAR hotel in the states and Abroad, this team is remarkable! Carter, Cheryl and Matthew make my stay there for over 3 months feel like home. With your campus at one point remodeling its gym and pool. The team would make up for in service. Matthew went to each floor as my food delivery dropped it off ay the wrong door, without me asking. I ran out of toothpaste the team ran next store and got a tube. Cheryl in the morning greets and makes sure your scheduled and Matthew in the evening makes sure the team know I am arriving late by train. Carter's energy is contagious.
In my travels I have never seen such a trio. You are lucky to have them.
Lisa Lewis

We had a great experience! Matthew and Cheryl greeted us and made the check-in smooth and easy! The accommodations were comfortable and clean with a quiet atmosphere. We felt like this was the perfect spot for us at a great price!

Friendly staff, delicious breakfast and clean facilities

# Excellent Stay with Outstanding Staff & Beautiful Renovations!

I am currently staying at the Residence Inn by Marriott Richmond Northwest/Henrico for a short-term work assignment, and I cannot say enough good things about this hotel. It has truly felt like a home away from home.

# Modern, Renovated Studio Apartments -
The hotel has recently undergone excellent renovations, and it completely shows. I am staying in one of the studio apartments, and the facilities are fantastic.
- The space is beautifully updated, modern, and highly functional for an extended stay.
- Having a fully equipped kitchen, a spacious work area, and a comfortable layout makes balancing work and relaxation incredibly easy.

# Front Desk & Reception Team -

Exceptional and Professional
The reception staff is incredibly helpful, humble, and polite. Every time I ask for assistance, they are always ready to step up with a smile. A few special shout-outs:

* Cherry: She was absolutely fantastic in helping me navigate all my transactions and financial questions. She resolved everything smoothly and patiently.

* Matthew & Carye: These guys bring such great, enthusiastic energy to the front desk! They are incredibly supportive and always make you feel welcome.

#Cafeteria & Dining: Outstanding Hospitality

* Seme: Last but certainly not least, Seme is amazing. He is very polite, a wonderful cook, and keeps the cafeteria spotlessly clean. As someone who looks for "vegetarian options", I appreciated him so much
—he constantly went out of his way to suggest great vegetarian food and encouraged me to try different, delicious dishes.

#Housekeeping: Impeccable Service

* The Cleaning Staff: They are simply amazing! They do a phenomenal job keeping my room remarkably neat, clean, and fresh. Coming back to a spotless apartment after a long day of work makes a huge difference.

#The Verdict #
Between the fresh, modern renovations and the class hospitality, this property is perfect for both short-term assignments and extended leisure trips. The team here blends professionalism with genuine warmth flawlessly. I highly recommend staying here if you are visiting the Henrico/Richmond area!

Matthew was a great individual. He took out the time to explain about the construction going on and the possibility of no problems that may arise.
Explain all the amenities that the hotel provides. And addressed me in a very professional manner.

Love the location, service of the hotel, and people. Great experience from the moment I arrived till the second I left. Any issue I had was quickly resolved. Questions I had were thoroughly answered. Chris, Cherry, and Matthew applied great customer service as well as a healthy local flavor to help me navigate and enjoy the city to fullest extent. Definitely the place I would reserve again or recommend to anyone.

Great place to stay, very clean, great breakfast and the service provided by Matthew Wiler and staff was top notch!

I had an excellent stay during my recent business trip. The staff was extremely friendly, professional, and truly went above and beyond to make me feel welcome. I was greeted by name each day, which made the experience feel very personal.

Matthew, Carter, Cheryl, Andre, and Seme were all phenomenal and provided outstanding service throughout my stay. Their hospitality and attention to detail made a big difference.

I’m already looking forward to staying here again on my next visit!

I was interested in this hotel due to location and how clean and nice the rooms were. When I arrived at 11:30pm Carter was there at the front desk to greet me with some of the best energy I’ve seen from my experience of late night check-in’s. He was extremely helpful and kept me entertained and upbeat after my long flight in. Highly recommend this hotel.

The General Manager Matthew & Cheryl at the front desk & Carter are all awesome people & I couldn’t say enough kind words about them. All 3 of them made my visit so much nicer at the Residence Inn Marriott Short Pump area.
5 Stars to each of them! ⭐️ ⭐️⭐️⭐️⭐️

My job requires that I "live" in hotels. Marriott is our preferred hotel chain.
The Residence Inn Richmond North/Short Pump just became my favorite. A very nice property.
However, what made it outstanding was the gentleman at check-in. "Andre" knocked it out of the park with his customer service! I had experienced a glitch at another property. Andre made sure that it was nothing more than a glitch. His personality and professionalism stood out above any others I have met. (All of the staff here have been outstanding)

There was great hospitality by the staff at Residence Inn. The staff is very nice and friendly to the customers! I enjoyed my stay here.

The room was nice and Matthew Wiler was very professional, kind and personable. You need people like him as the face of the company. We’re happy we selected this property for our V’tines celebration. Thanks Marriott AND Matthew Wilner!

Great location! Rooms are very spacious. Renovations are coming along. Will be very nice once complete. Staff is phenomenal! Very customer service oriented! Matthew at front desk is very friendly & helpful! Seme is tremendous in the breakfast area. Very clean & nice selection! Highly recommend!