By far the worst customer service interaction my wife and I experienced during our entire weekend in Richmond. What made it particularly disappointing was the contrast with virtually every other place we visited. Everywhere else; from the Tobacco Club to Cooper's Hawk Winery and the other establishments we visited, we experienced genuine Southern hospitality. People were warm, welcoming, friendly, and made us feel like valued guests. Unfortunately, that was completely absent at this hotel. The front desk staff could not have made a worse first impression. The interaction felt less like checking into a hotel and more like dealing with security at Madison Square Garden. There were no pleasantries, no warmth, no attempt to make us feel welcome, and certainly no sense that the staff understood they were representing a hospitality brand. The demeanor was rigid, dismissive, and unapologetic. I am a Marriott Platinum member with nearly 500 nights at Marriott properties, and I have never experienced such a rude and unwelcoming introduction to a hotel. I understand that early check-in cannot always be accommodated, and I can certainly understand that elevators occasionally break. Those things are frustrating but understandable. What is not understandable is treating a loyal guest as though their presence is an inconvenience. The refusal to accommodate an early check-in was disappointing, but the bigger issue was the attitude surrounding it. Add in a broken elevator while the remaining elevator makes an alarming whining noise in both directions, and the overall experience was simply unacceptable. But even those physical shortcomings would have been far more forgivable if the staff had shown even a basic level of hospitality. Hotels have one job when a guest walks through the door: make that guest feel welcome. Your front desk team did the exact opposite. For a Marriott property, particularly one in a city where Southern hospitality is such an obvious part of the culture, the experience was remarkably poor. The hotel may have an opportunity to fix an elevator, but fixing the first impression your front desk staff gives guests will require a much more fundamental change in attitude and training. I sincerely hope hotel management takes this feedback seriously. With nearly 500 Marriott nights behind me, I have enough experience to know the difference between a minor inconvenience and genuinely poor hospitality. This was the latter. read more

Ample, free parking! Beautiful, modern decor. Front desk check-in and overall assistance was great. There's a restaurant on site....I didn't try it but it was well occupied throughout the evening. The room was clean and I loved the mattress. I also made use of their fitness center. read more

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Consistently a good stay at the Westin in Richmond. Richmond hotels have been very subpar for me so this is my go-to spot for the moment when I'm staying in RVA overnight for work. I was upgraded to their club level and enjoyed the perks during my last stay. The hotel is comfortable and quiet and the grounds are pretty. Feels like a resort sort of. Definitely more quiet than downtown Richmond. I didn't even know there was a pool, so this will be what I check out during my next visit. Thanks to the Westin for consistently providing an above average hotel experience. I enjoy staying here. read more

Upon arrival, this hotel was absolutely beautiful. It smelled amazing. It looked amazing and they had a guy at the door concierge holding helping you with your bags again the smell was amazing. They even sell their own scent. Then that night it rained so bad and we had to cancel our reservations at our Fleming steakhouse, which was 12 minutes away, so we ended up just eating at a small batch restaurant downstairs and what a treat. The restaurant was amazing and I used to be a bartender and the bartender there told me he was the best in town and he did not lie. He was the best. The drinks were amazing. The food was amazing. We had a great time even room service was amazing the hotel front desk was very accommodating, even though they were booked for the weekend. The hotel was at 10 at a time. I would definitely go back here and I will go back here every time I go to Richmond. The rooms were clean and beautiful. It was one of the most comfortable beds ever as well. My daughter loved it and I loved it too. read more

The Westin Richmond - Hotels Near Me - Richmond, Virginia

The hotel is super convenient for someone looking for Richmond but doesn't need to be downtown. Parking was easy as can be and free. The room was clean and updated. A couple notes, hallways were loud. Of course that is somewhat dependent on the other guests. One thing that I did not care for, I specifically picked this for the later checkout at 12noon. We were staying there coming from a later evening event. Housekeeping began knocking around 9ish even though it was check out day. We were really looking forward to sleeping in etc. In the future I would ask the front to not have the room on that type of rotation. read more

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I stopped here on my way to visit family because I had an awful migraine. I wanted to relax, rest, reset and recharge so I could enjoy my time with them. I checked in around 9:30/10 PM, showered, and eased into bed. As always, the heavenly bed did not disappoint and lulled me to sleep. I woke up, feeling relaxed and refreshed but famished. I perused the room service menu and settled on the forager's omelette with breakfast potatoes and an oat milk latte. Within 20 minutes, I received a knock on the door, and a kind lady entered my room to set everything up for me. Everything was absolutely delicious from top to bottom. The omelette was brimming with fresh veggies and goat cheese. It was super filling. The potatoes were perfectly cooked, and the oat milk latte was prepared wonderfully. As always, a great experience at the Westin. I will definitely be back. read more

The Westin Richmond - Forager Omelette and Oat Milk Latte - Hotels Near Me - Richmond, Virginia

I visit the Richmond area often and usually stay at the Marriott downtown or the one in Shortpump, but this time opted for this Westin. This is a very nice property, in decent shape, clean, well-maintained, and fairly decent service. My room was comfy and nicely maintained, everything worked fine too. They have a concierge lounge on the 7th floor, which I checked out the first night I was here and it wasn't impressive at all. Lacked decent selection of snacks, having only a few bags of potato chips and nothing else. There was a lady sitting in there watching TV who I think was the bartender for their snack/bar hours. Aside from that and the mediocre service at the bar, I'd definitely return in the future. read more

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Clean hotel, updated, priced right for the dates I visited - overall a great play to stay in Richmond if you have a car and want to stay at a Marriott property. Bonus they have a club lounge as well. Service can be better! read more

Need to get a new room. This one is contaminated with mold in the bathroom exhaust vent. The rooms definitely need more attention. We were given another room but we had to move out of that room too. read more

Review number 804 Enjoyed a lovely weekend stay December 2024. What a comfortable bed!!!! I took advantage of the gym facility and the club lounge during my stay. The gym served its purpose, nothing special. The club lounge served breakfast daily and evening snacks (veggies, fruit, soft drinks). The breakfast included scrambled eggs, sausages, pastries, fruit, soft drinks, coffee and tea. The pastries didn't taste fresh either day and there's no electric socket at all at the bar stools/near the window. Bummer! Hence the reason for the 4 stars. Other than that I'd stay at The Westin Richmond again. read more

What an amazing experience staying at this hotel!! The staff was very friendly and the decor inviting. The room was clean and spacious with a nice lounge on our floor. The bed was soooooo comfortable, and it was very quiet. I definitely recommend staying there!! read more

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We were in the king suite. It's a nice updated floor and room. Size wise, it's huge! It has a dining room table, kitchen area with a microwave and mini fridge. It seems that space is a bit wasted considering there's storage for plates and utensils but no need considering you can't cool anything. The bathroom needs a bit of work. They maintained the old shower and bathtub. They redid the walls by the vanity and a new vanity. The soap dispenser fell off and wasn't put back. They hung it on the soap rack. The soap rack wasn't screwed in, so it's hanging a bit. While I am nitpicking a bit, I would think their best room would be the nicest and attention to detail was there. The housekeeping service did an okay job considering they left some used towels instead of taking them. The bedroom was nice and spacious. No issues there. The receptionist and lounge staff here are very friendly and accommodating. The lounge is a bit on the small side. They serve food and drinks for breakfast and cocktail hour. Location is pretty good. It's close to the highway. Seems like a safe quiet area. I was able to get to all of the major areas within 10-15 minutes. I would definitely come back as the value is there. read more

Solid hotel in the Richmond area with good amenities, great staff and comfortable stay. Things I enjoy about this hotel: - they have a designated club lounge for my elite bonvoy members which is nice - the staff is top notch!! I've stayed a few times and have always had such a great experience with everyone - there's a decent gym and indoor pool on the property - it's pet friendly!! Was able to bring my pup and he was greeted with so much love (even though my pup is not a fan of being in new places) - free and ample parking - cute walking trail on the side of the hotel which is nice for my pup or for a quick evening walk after a long day So why the 4 stars: - overall rooms could use some upgrades. It's a tad bit dated read more

The Westin Richmond - My cute pup chilling in on one of the lounge chairs - Hotels Near Me - Richmond, Virginia

Great hotel. Restaurant and bar had delicious food. Room was clean and spacious. Highly recommended!

3.75 rounded up to 4 I had a great four-night stay at this hotel for a conference. The hotel was very quiet on my floor (6th) so I got some much-needed restorative sleep! The conference was run smoothly in several of the conference rooms there. Perfect venue for a conference. If you choose this hotel, it is convenient to have a car because if you want to dine out or go shopping (e.g., Short Pump Town Center which I believe has decent shopping is a little over 10 minutes away and a Walmart is less than 1/2 a mile away). My only complaints were that one of the two main elevators was frequently out of service (this may have been due to the high number of conference guests). Also, the food prepared for our gala left much to be desired (particularly the steak). I would recommend a stay here, but recommend that patrons go offsite for food. Also, request a lower floor if you can in case there is an elevator issue. (I didn't think to do this and ended up taking six flights of stairs on one occasion when another conference goer was stuck on one of the elevators). read more

The Westin Richmond - Hotel entrance - Hotels Near Me - Richmond, Virginia

I arrived late close to midnight and the overnight staff that is supposed to care for the front desk did not want to be bothered. I had to raise my voice saying "Hello" many times as I waited so long at the desk. I was greeted by a girl yelling back saying "I am busy and on the phone you do not have to yell." She left me standing there then I had to sit for 20 mins while she was talking to a friend of hers on the phone. When she felt like it she came to the desk and said "What do you want?" I could not believe it was the Marriot. Yes it is rough in Richmond VA but really you should not employ this type. I will never be back again. read more

Note to self: just because the address is Broad Street does not mean this hotel is in the heart of Richmond, or at least the downtown. You definitely need a car if you stay here for work--and your work isn't in this complex. Room is fine, bed is comfy. Staff could be coached to be friendly and greeting. It's just "meh" and Westin's are usually way hirer end that this property. read more

If you want a quiet location it's a great beautiful place to stay. But beware of unclean duvet covers, no room cleaning for 2 night stays, no towels and our toilet stopped working twice. Now, the pool has no attendance and outdoor seating / smoking areas. Dining service was good and food was delicious in the restaurant. read more

Stayed here for one night for a conference. The room was super clean and spacious. The staff was friendly and helpful. Definitely a good value for the price. read more

I stayed at this hotel on 8/16/25. my issue was with the water. it was scalding hot and would not cool. I just need a room for sleep and shower. Westin didn't meet this standard. and, no manager ever called me. I cannot recommend this hotel read more

Located in a quiet safe are that is within driving distance to most attractions. The rooms are spacious and comfortable. Beds are cozy. Lobby is spacious with a bar and great seating. I. House restaurant is great for breakfast. Their is a great Mexican restaurant within walking distance. Overall a great place with all the amenities that you need. read more

The Westin Richmond - Reunión group outside hotel lobby - Hotels Near Me - Richmond, Virginia

This place is more like 3.5 stars. First and far most, when I think of Westin, I think luxury, glam... this place missed the mark. While the lobby and restaurant are nice, the rooms are super dated. So dated, that I had to Google how long has this location been open... since 2008. My oh my...the rooms have aged and after 10 years a face lift is needed. I tell ya looking in from the outside you would think this is superstar status up in here, but looks are very deceiving. Once I entered our KING room, I was super disappointed. Although the room was tidy, it did not give a Westin warmth or an inviting smell as with other stays at this chain. The staff was pleasant from check-in/check-out to those working at the restaurant. One staff member stood out, Raymond. He waited on me/us on Saturday early evening. He was super informative about the menu and engaged in conversation with us. He was also the bartender and was on point throughout the night. A super pleasant demeanor. The fitness center was perfect and spacious. The pool was nice! Very warm, I love warmth! Not sure why the whirlpool was off limits, but overall the amenities were working including the media center. The lobby was decorated nice as well. The parking wasn't an issue and it's FREE. There is an outside area, where one can dine or just enjoy the great outdoors, a nice touch. Overall, I would recommend this hotel if you are not sold on looks alone. The beds were comfortable. We had a handicap accessible room. Therefore, we had an enclosed shower, nice! Ice machines were on each floor. The hallways and elevators, spacious and tidy. I only noticed one elevator section, but was told there were others. It's just the outdated look of the rooms that has my brow raised. But check them out - the hotel is located on the outskirts of Broad Street - not the downtown scene - very nice area and shopping and eateries are all around. Have fun and enjoy life :) read more

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Good hotel, overall clean but could use an update. The lounge had a slight odor but the food was ok.

Pretty average if below average for a Westin. I felt the water in the shower didn't get too hot. Nor the cleanest. The bathroom light was dim. Room itself spacious and free parking. Check in staff were friendly and efficient. The rest was mostly average. I'd say for the price paid, probably average to slightly below average experience. I might check out a different hotel next time I'm in town. They seemed to cater more for corporate clients / conferences at this location. read more

The rooms were clean, pretty standard room, had everything we needed. The staff were generous, especially staff in the lounge. I gave it a four star because one of the elevators was out of service for most of our stay and the one that was working, was very very slow. Also, the breakfast in the lounge was very limited and I have had better at Fairfield. read more

The Westin Richmond - Hotels Near Me - Richmond, Virginia

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For a Westin, I expected a little more. The hotel is a little old. My room was very dark so I always had to turn on all the lights. The bathroom amenities were limited - usually hotels will provide lotion and cotton swabs but they didn't have any. The bed was very soft so I didn't sleep well. read more

The Westin Richmond - Hotels Near Me - Richmond, Virginia

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This is the most disgusting and racist facility that I have ever encountered! They did not have enough dates to accommodate my stay but still charged my card for a no show. The front desk staff Diana has a nasty attitude. The hotel is old however they still want to charge! No microwaves available and they want you force the hotel restaurant on you. It's other hotels that's better, friendlier and accommodating don't waste your time read more

2 night stay was basically what I'd expect, nothing out of the ordinary. Clean accommodations, limited interactions with staff were friendly and helpful. They have Tesla chargers that I think should be better managed, as people can be inconsiderate. There were 3 chargers, and users seemed to leave their cars plugged in much longer than they should, with no consideration for others who needed to charge. The bar area was nice, and bar tenders were good. read more

I THINK I've been to a Westin before but it was so forgettable that I'm not even sure. THIS trip, I will never forget Westin Richmond!!! We were invited to the governor's Christmas party and didn't want to do a 2.5 hour drive to / from the same day. I wanted time to slowly get ready and arrive relaxed. I made my reservation online and we were able to get an amazing government rate. When we showed up, they lost my reservation. The guy told me they switched reservation systems. I get the drama of that, so I was pretty patient about the whole thing. He used my confirmation number to find it and recreated the reservation and rate for us. Then he upgraded us to the executive club level. Now I can never go back. It basically gives you access to the lounge that has snacks and drinks all day, a happy hour with snacks, and a HUGE buffet breakfast. Spoiled. The room itself was comfy enough. It came with a rain shower and white tea bath products that smelled good. If you're a product snob though, still bring your own. They also give you lavender oil for night time aromatherapy. I loved that detail. The entire place is supposed to be zen-like because they have live bamboo everywhere. Free oranges and apples at the lobby. Free electric car charging is a major plus, too! For me, alone, my fav Richmond reservation is an Airbnb called "grandma's house". What. It's right next door to the fine arts museum! But if the fam needs another Richmond hotel reservation, I definitely won't hesitate to come back to this Westin! read more

I stayed at this Westin last week and was a bit disappointed but the overall stay was just ok. The check-in was fine but when I arrived to my room there were dirty dishes sitting outside by the door. I'm confused how someone can clean a room but leave dirty dishes outside of it. I had to call downstairs from my cell phone because the phone in the room wasn't working. Also, the internet wasn't working. When the technician arrived he told me to use the land line for the internet. I'm sorry, what?? I had to explain the fundamentals of wifi and remind him it is 2023. He did fix the phone and he later told me the router was turned off. There was no liquid soap in the shower and the sink leaked. I'm a Bonvoy member and used to a certain level of upscale service and professionalism. This place missed the mark. I did enjoy a few good meals from the restaurant downstairs. read more

As a long time Bonvoy member, the Westin is usually one of my first choices in the chain. But this location? Is not it. It's definitely datedefinitely dated and is in dire need of an upgrade. Dated furniture, lumpy beds, partially cleaned rooms.... come on guys. I'm not sure who is allowing this to remain as one of the higher tier choices, i assure you, it is not. I've stayed in the lowest tier hotels in the chain with better amenities. This was my mom's 1st day in a Westin she was highly disappointed. Guys, it's time to overhaul this property. read more

richard is outstanding and deserves praise for what he does a hard worker your hotel is lucky to have him as a bellman

Very dissatisfied with the service and stay , I'm a Hilton honors member and this is our first time as a Marriott bonvoy member. The Westin, I thought meant upscale in the Marriott world. This was below a 3 star hotel for this stay. We were told at check in that they did not have a huge cleaning staff present and asked if we had a particular day we wanted our rooms cleaned , we advised that we DID not want our rooms cleaned during our stay . Our stay was from Friday to Sunday . On Saturday morning as I laid in bed, someone opened the door ( did not knock) and then closed the door and left. I thought I was going crazy for a second. 15 minutes later I received a call from the front desk apologizing for house keeping coming into our room without knocking or announcing their arrival . Apparently there was a mix up with rooms and they assumed our room was vacant . Now let's talk about the up charges for staying on the 7th floor. We were told that it's complimentary breakfast and snacks , half priced beer and wine and appetizers for the club members. Well apparently this was not exclusive to club members only or the 7th floor. Everyone had access to the club and it's amenities. The card reader for 7th floor access in the elevator does not work and it appears word got around the hotel, let's say it was packed everyday we were there. So why did we pay an up charge, when we could've stayed on the 5th floor with the same access? Also the room had not been cleaned for months, it was severely dusty and the shower had black grime everywhere with hair everywhere from the previous customers. I took a video and showed it to the manager at the front desk and they had to send someone to the room to re-clean the bathroom. The pillows had no feathers in them, just lifeless and flat like beat up rag dolls. Honestly for an upscale hotel, this was disappointing on every level. I didn't even mention that Sunday house keeping opened the door again without knocking for the second time! With every complaint we kept hearing " we are so sorry" but no one gave us anything to compensate our inconvenience. Upon check out, we were told WE have to contact to GM for assistance . read more

The Westin Richmond - Managers business card due to lack of service - Hotels Near Me - Richmond, Virginia

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So far I just love this place! The staff are well-heeled, polished, and very cordial. They greeted us and offered assistance with our bags. They even took the time to show us the immediate amenities on the first floor lobby. The lobby is remarkably beautiful! It exudes a quiet elegance, where you can just relax and unwind. It does have a handsome bar, if you're looking for a toddy. A quiet modern waterfall in the center of the lobby provides a nice relaxing backdrop. No details were spared! They had sweet treats and complementary bottles of water for clients and dog treats and water bowls for your four-legged family member! Quintessa was extremely helpful and cordial! I can't say enough about this place but that it is amazingly beautiful and elegant! The beds are Heavenly!!! read more

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it really is having a staffing issue. For a hotel in this class, it's truly third rate. Kitchen/meal issues. In brief, i had a fairly early flight so filled out the provided breakfast card requesting bk between 7-7:15. when nothing arrived I checked and the card was still hanging on the door. Called room service at once, simply ordering coffee and oatmeal. promised in 30 minutes, got there an hour later as I was leaving. Oatmeal provided without spoon. Also not provided was milk- but enough catsup for 6 hot dogs. Simply don't have their act together. read more

Very Dirty. Wife was horrified. Checked out within one hour. Never again. And I'm Marriott Titanium. Not even close to Marriott standards. Avoid. Stay at the courtyard downtown Richmond. Eat at the Tobacco Company. You'll have a nice stay. Take it from me. read more

I stayed at this hotel several times because I love that dogs stay free but this will be the last time I'll be staying. There were several stains on the pillow and top sheets that absolutely grossed me out. They definitely do not clean comforters between guests which is alarming due to the current state of being in a pandemic. One of the stains looked like a booger or ear wax that someone picked and wiped on the blanket... we noticed it right before bed so we just slept in the other queen bed. read more

We were very disappointed in the room (703) that we stayed in this past Saturday, June 10, 2023. When we arrived in our room, the first thing we noticed was that the bathroom was dirty. The previous guests' bath soap was in the shower stall with remnents of their hair. Another issue in the bathroom was that the shower door would not close properly and water leaked on to the bathroom floor creating a slipping hazard. We called the front desk to share our displeasure and next thing we know is someone is coming into our room to correct this issue but unfortunately they didn't knock and my wife was half naked scaring her to death! Not done yet - the comforter on the bed was stained, the pillows on the bed were worn out and there was a man's shirt behind one of the chairs. We come to Richmond a lot and have stayed in this Westin probably 10 times. I doubt we will stay here again. read more

They only lost one star due to forgetting to bring the dog bed with dog bowls to our room. Otherwise the lack of a pet fee certainly made up for the oversight. The heavenly bed is so comfortable. The club level lounge was worth the extra money as the evening hor d'oeuvres were plentiful enough to forgo an actual dinner. Decent selection of wine too. Breakfast in the club level is certainly more than continental with hot scrambled eggs and bacon and practically everything else you can imagine. The room even had a mini fridge and was quiet even being on the pet floor. Would definitely stay here again if in the Richmond area. read more

The Westin Richmond - Lobby at Westin - Hotels Near Me - Richmond, Virginia

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Welcomed with genuine hospitality by Manager Matthew for our one night stay. He remembered our names throughout our stay. Dogs stay free! This is a great amenity and Matthew showed us where to walk Maddy as well - very convenient. Why we loved it; -following safety standards set forth by Marriott: masks required, social distancing, constant cleaning. We felt very safe and were encouraged to see others wearing masks as well. -The Westin Heavenly Bed...always a treat. -very spacious room and very clean. We were really impressed with the hospitality and encouraged to see occupancy level was about 40% according to management. Remember to tip the housekeepers too! read more