Aloft by Marriott Richmond West Short Pump

Everything is excellent and the staff was amazing

The room was clean however our AC did not work well. They should consider adding another ac unit to the room.

Everything was perfect. The lobby is being renovated, so it was a little chaotic with check-in, but other than that all good prime location, good shops and food around

Ac was not working. Not much help with late check in. Place was clean and close to everything.

Shower was really nice and bed was comfortable.

Good, clean room, friendly staff

Manager agreed to an early (check out but never placed notes on account. Hotel was EXTREMELY loud due to kids baseball tourney in area... hence the need for an early day before check out...

I'm a local and booked a room for a night for a little staycation. I chose this spot mainly because there was an indoor pool, was really disappointing when I was told after check in that the pool is closed.

No real breakfast offered. Facilities great for young professionals. Not the best for families or older guests and bringing in luggage is a long trip involving elevators. Access with lots of l luggage long and relatively painful from parking garage.

Good location and Hotel vibe.

All good

The access to the lobby from parking is a bit of a pain too.

The room was filthy. I checked out as soon as I check in. The staff said I couldn’t get my money back because I booked through a third party.

Place was like a youth hostile. Terrible!

What made the situation even more demoralizing was the way it was handled. Instead of taking responsibility, the staff initially questioned whether we even had a reservation, which felt like an attempt to shift blame rather than address the issue. With a line forming behind us, the experience became not only frustrating but humiliating. There was no urgency, no ownership, and no effort to make things right. The front desk associate wasn’t rude, but she was completely unequipped to problem‑solve. She even asked me how I planned to resolve the hotel’s mistake—despite the fact that I had already paid $250 for a non‑refundable reservation. I had to remind her that I’m a guest, not an employee, and that finding a solution was her responsibility, not mine. We were excited for this stay, and instead we were left stranded, stressed, and disappointed. The lack of communication and accountability was unacceptable, and the customer service fell far below even basic expectations.

Rooms were clean. Great water pressure in shower Could barely hear the receptionist from the loud music directly behind check in. Music lasted to midnight and could be heard on the 4th floor.

Cool atmosphere Staff was very nice but not so welcoming kinda like I was treated as work and not a desired guest

Check in was at 3pm. I arrived at 3:30pm and was told that they had no clean rooms. I asked if there were any clean rooms equivalent to what I booked and was told only a room with a queen sized bed. I declined. I was told it would be just a few minutes and she would notify housekeeping to clean the room. I went back an hour and a half later to check in and the couple in front of me was also being told there were no clean rooms available and that they had to wait. I received my room key. The room was decent. But the hallways were extreme humid/hot and smelled bad. No apology or any thing for having to wait. I won’t be back.

The free parking is super nice for the area however the rooms are laid out very strangely, think dorm room industrial vibes, you can hesr every conversation and sound from bed and the bed was rock hard.