Comfort Suites Innsbrook - Short Pump

Good service, good clean room. Complimentary hot breakfast.

Every time I come here, and Austin is here, she always gives me the biggest smile and is always so pleasant. Anything that I need whether it be a replaced remote or change a room because of hot water not working she is always on it. I Love when she is here when I stay because I know that I will be taken very well care of.

Austin she has made our experience at comfort suites, every bit of spectacular. She has bent over backwards for us making sure that our stay has been relaxing and comfortable. We have been in middle of buying a home and been staying in and out of hotels. I just wish that I would have met this amazing woman sooner and been able to have the comfort in all of my stays as I had in this one. Thank you Austin for making our stay so wonderful and we much appreciate you.

Austin is such a breath of fresh air and an exceptional person. She is so entregenic and so helpful. I had questions I called and asked before making reservation and she went above and beyond to get answers. I believe Comfort Suites is very fortunate to have her on their team. Thank you Austin.

Unfortunately it was gross in such a nice area with lots of restaurants and shopping. First we were assigned our room and when we opened the door, it had not been cleaned (bed unmade, towels on the floor etc.) So we were assigned another room. I wasn’t looking for anything fancy but just cleanliness. The front desk staff were pretty pleasant. Only one elevator worked. No A/C in the hallways. Ice machine was out of order on our floor. The whole hotel needs a full remodel. Our bathroom was gross (see pics). The pull out sofa bed had a huge stain of some sort on it and it was already made up with clean sheets but after we stripped the bed in the am, I could see why. There was no mattress pad on the sofa bed either and from what I understand is a requirement for the hotel industry. See pics

where to begin?? DO NOT book here unless you have no where else to go. however if you must spend a night you will be welcomed by a warm musty aroma and a dim depressing lobby. Only one elevator is working and has been that way, according to other reviews for as many as 3 months. The carpet on the third floor was completely soaked through as went sloshing to our room. apparently its because the guests have the audacity to use the AC in the summer. our pillows were 12x12- certainly not standard sized. our television did not work, our room phone did not work. the sheets appeared to be clean so that is a plus. the breakfast area was full of gnats and flies. LOTS of gnats and flies- there also seemed to be non paying members of society that are known to come in and just get their breakfast and coffee for free. from a safety standpoint that worried me with my children. the pool is less than stellar, and im not quite sure it is even up to safe water levels. one of our rooms smelled like dog/animal urine. absolutely disgusting. one of our rooms had two holes that looked like they had been drilled from the wall to the outside which could let in flies and bees. one room had a a leaking toilet but the only alternative was another room with a urine stench. the front desk clerk referred to this place as " a jankety-ass hotel" and I couldn't agree more. our group spent one night here and checked out as fast as we could the next day, moving to another hotel.

I called earlier this week to get help and ensure I had reserved the rooms correctly. I had a wonderful conversation with Austin. She helped me correct my reservation and got it fixed. We traveled far for a tournament and we arrived in the middle of the night. Austin helped me get the rooms sorted with great service. It’s hard to find people who go above and beyond. I was so happy to have her help and make me feel welcomed. She was so lovely and really helped us out by in person and on the phone.

Horrible stay, dirty rooms, hall ways and elevators. My stay here has been a nightmare! My 1st room was full of unpleasant smells, hair, and body fluids. Hair was everywhere, on towels , carpet, couch, bed, and bathroom. Body fluids next to my bed , refrigerator broken and leaning to the side, phone broken, alarm clock broken, coffee maker full of dust, air vent was disgusting. We complained and were told “ you shouldn’t stay at a pet friendly hotel “ . Pet friendly or not why is no one vacuuming?? 2nd room had a missing shower curtain( we had to get a shower curtain and put it up, that’s not our job!), blood stain on the door, front door won’t fill shut right, closet door handle was broken , hand prints, body hair shower walls, and broken hair dryer. The hall ways are messy and elevators are dirty! Here are just some pictures I was able to take which clearly show how high this hotel stander is.

Had a conference in Richmond, and the location of this hotel was right on point. My conference area was just 5-6 minutes away. At night I also went to the Mexican place across the street. The hotel felt like it was right in the heart of Richmond, loved it there.