Comfort Suites Innsbrook Short Pump

I have stayed at this hotel several times in the past however this stay was awful. The hotel has taken a decline from previous years. First I received a call the day before I was to check in to say that my room type (Suite with Kitchen and Living area) was not available. I advised that I had the room for 3 days total and was then told that it would be ready by the 2nd day. I arrive and check into another room and that room had no AC. I move to another room for the one night until the next day when my Suite would be ready. Next morning I go to front desk and advise them of the situation and was told that my room was not available because it was still under maintenance!! I stated that I was assured on the phone that the room would be ready. The staff was friendly in trying to accommodate me as I explained that a few friends were coming over for my birthday and I needed the table and living area. Crystal went above and beyond trying to find a room to accommodate me and even tried to take me to show me the alternative room that was available however both rooms were occupied as it was not check out time. After she explained the setup to me I agreed and later checked into the room. Everything seemed fine as I thought room was just warm because I had just gotten in and needed to give it time to cool off however that NEVER happened. I went back to front desk knowing that no other rooms of this type was available however I had already picked up snacks for us to eat while we drank our wine and played games. The front desk clerk Iminaye then offered me fans to try to help cool the room off but they didnt help. It was cooler in the hall than the room so we had to prop the door open just to get some cooling relief. The staff was understanding of the situation and we tried to keep our noise to a minimum. Next day the room is still hot and I had to move yet again to another room. Margarita the front desk clerk expressed how sorry she was for my experience and got me another room. I usually go here for my birthday but next I will not because the entire experience was awful. Management really needs to step up and get this hotel back to the condition it was.

Our recent stay at Comfort Suites Innsbrook - Short Pump was beyond subpar. The hotel was disgusting and essentially falling apart. The ceiling was either cracking/falling apart OR painted in mismatched paint from what appeared to be a recent repair. The wallpaper in the rooms and bathrooms were peeling from the walls and the drywall cracking. Mysterious stains on the wallpaper and curtains. The sink faucet water pressure was weak on the cold setting and full power on the heat so if you wanted water you had to be quick before it got too hot. The faucet in the sink and shower were not secured and would move around when in use. The corners of the bathroom were caked in dirt that had been there for who knows how long. Finger prints all over the room window. Touching the couch in the room was not even an option. If we HAD to sit beyond the bed we used the leather ottomans as those could be easily wiped down. Walking on the carpet in the room without the proper shoe wear was also a no-go. There was a slight smell of cigarette smoke in the halls and smelled of "grass" in the stairwell. The carpet in the entire building looked like it had never been property cleaned. The hotel keys constantly didn't work so we had to run back in forth between the desk and the rooms to reset the keys. Our room was set to 69 degrees but felt about 75. The a/c unit would turn on and off all night long. You could hear every sound between rooms. Toilet flushing check, putting the seat down check, talking check. I would NOT recommend this hotel (we only stayed there because a tournament was a stay to play).

We were in town for 1 night to attend a birthday party and were extremely disappointed with this hotel. Hotel was very dirty, poorly maintained and understaffed. Breakfast buffet was very meager and unappealing. Heating system in the room was either fry or freeze. Shower was filthy, carpet stained in multiple locations. Room door was difficult to close when trying to exit the room. It looked like someone tried breaking in and did damage to the door frame and locking mechanism. the list goes on..... Stay away from this location and go elsewhere!

A group of us stayed in this hotel (5 rooms) for a comedy festival. However, there was little about our stay that was funny in the "haha" way. Each one of the rooms had something wrong with it. One had mold stains, another had a broken door handle (to the bathroom, I believe), another had the most frightening looking patch job on the bottom of the shower (we imagined it opened to another dimension, but no one tried it out), ours had a dangling smoke detector, and we found out in the morning that our shower did not work (the knob would turn around continually, and only shut off and turn on cold water, to the point that it took me a long time to get it to properly shut off, but there was no hot water to be had). It also reeked of smoke (even in all our supposed non-smoking rooms), which is not surprising for the amount of (alleged) drug deals we saw and s* workers. We were sitting in a friends room hanging out after our shows, but were scared to return to our own rooms for the amount of screaming & door slamming happening in the hallway. I've never in my life felt so unsafe in a hotel as this one. The group favorites were the bottle of mysterious yellow liquid that was wedged against a pipe in the stairwell (that remained there the entire 3 day stay), and a dental mold that sat on the floor in the lobby for a day or 2. The breakfast is a joke (some yogurt, a waffle maker, a couple bananas, were all to be had). The only thing positive I can say is the couple staff members I interacted with were nice. When told that the shower didn't work, the hotel check-in attendant seemed almost defeated in their response as if it wasn't really a shock, but there wasn't much they could do about it. The person who runs the breakfast is very nice and helpful. We stayed at this hotel before in 2023 for the same festival, and although we considered it a bit "janky", it was nothing like what we experienced this year. If they wish to have this be a haven for drug deals and X workers, then I completely understand that, but don't advertise to the general public. Needless to say, the group of us (11 who stayed here) do NOT recommend this hotel. You have been warned, fair travelers.

Used to be ok but now I have to say; DO NOT STAY IN THIS HOTEL if you can possibly avoid it. Despite no-smoking and no-pets rules, our hall was thick with tobacco smoke and many people had loud dogs which did not appear to be service animals, including one pit bull. Our room had no towels or wash cloths; when we asked at the front desk on our way out for an appointment, the clerk said that we could pick them up at the front desk on our return (rather than housekeeping, which seemed to be absent, putting them in the room). Also, many of the electrical outlets were dead and there was no working WiFi. The breakfast bar was not well stocked and people were walking barefoot in the food area; the rule about shoes was not being enforced. We have never had a hotel experience like this before. It was crazy. We won’t be returning to this hotel and will be warning friends and family.