Best Western Premier Richmond City Gateway

Staff was very friendly and helpful, addressing any questions that I had. The room was clean and comfortable. It was an easy on and off from Route 95 and about a 10- 15 minute ride from downtown Richmond.

I had booked with this property for less than 2 hours when the show we were planning to attend was unexpectedly cancelled. I contacted the property through Expedia and was told a refund shouldn't be a problem but to check back in a few days. When I did so, and although I only had the booking for 2 hours, the manager refused to consider a partial refund or to re-book the room for the rescheduled date. Very strict, inflexible policies that cost me $130 for a 2 hour possibility of a room. Would not recommend and will stay elsewhere on the rescheduled date.

very nice room and super clean.we stop always there for our trip to florida, we have been there for now 4 years and 2 time a years....we can't have a better place to stop by....i recommanded this place to every body who want a great time....

We booked this hotel for my daughter's club soccer team. Its location was conveniently close to airport and only about 20 min to fields as well as restaurants and shopping. We had some concerns as the photos (from the outside) were not great. However, upon arriving - the Manager (Nita Pathak) and her staff were very helpful and extremely accommodating. The area around the hotel does not have a lot of things to do. There is a McDonalds, a Subway and a Starbucks across the street. Once inside - the hotel rooms have been recently renovated. The rooms were clean; with microwaves and mini-fridges. There were new safes in the closets and (most importantly) the beds and bedding were all very good (I like a firm mattress). The TV's were also new. The bar/restaurant attached to the hotel provided a good place to hang out; grab a drink and watch college football during our down time. I am not claiming this to be a 5 star property by any means; but, it was clean, comfortable and the management and staff were friendly and willing to help. I would have no problem having our team stay here again. Thank you to the staff for their positive attitude and experience.

My husband and I stayed at the Best Western in Richmond VA on October 8, 2023. The whole experience was awful. Let me get to the weird part first. I was called at 2:15 in the morning and was woken out of my sleep. I was told that I had to move out my room into another room because they gave me the wrong room. They also requested payment again when I paid already. I told them that this sounds crazy and why are you calling me at 2:15 AM in the morning. I then let my husband speak to him and he told him that we were not moving anywhere at 2 AM in the morning. This hotel is suspect. Were they trying to get me out of my room and why ????? There were drug addicts hanging around in the lobby. One approached me and then backed away when they realized I was with my husband. The room smelled awful and dirty. Upon check out I spoke to the manager about the incident and the call .The manager about said the employee made a mistake and forgive him and to give him 5 stars. I said I will not. He then said he was not going to register my email so I couldn't leave a bad review. Something shady is going on at this hotel. LADIES STAY AWAY AND BE AWARE AND CAUTIOUS! NOT SAFE THERE. Thank God I had my husband with me.

I'm not convinced the rooms were completely clean. The first room I had definitely wasn't quite clean. The sheets had been washed, but there were still some stains left on the pillows and, the sheets themselves. Not big, but definitely there. I moved to another room and recently discovered similar stains on one of the pillows. There was also hair from either the cleaner or the previous occupant still in the room. All over, actually. Again, not completely prevalent, but if you look to, you found it; and you didn't have to look that hard. And one of the paper cups in the room had very clearly been used already. I did end up, staying in the second room, and the rest was comfortable. Along with that, the manager at the front desk was very kind when I asked to change rooms. However, I'm not sure that I'll be staying here again if ever, I'm in the Richmond area . It seemed like the rooms were cleaned, but not as deeply or thoroughly as they probably should've been.

Staff was pleasant on check in and check out. Room was decent. Bathroom had an open/broken access door leaving a creepy feel; mold spots around tub; low shower pressure and tub plug would not stay in up position leading to tub filling water while showering. Keurig coffee maker did not function properly and needed to be held closed by hand in order to work. The snack vending machine did not operate either. This location is part of the "Premier" and they no longer offer free breakfast but instead you can pre-order breakfast items, of which there were breakfast sandwiches, fruit cups, yogurt and some beverages. The cost was average for the area but still a bit overpriced for what you get.

Get your Bill in hand before check out . Verbal word is not valid. I was promised a $11.00 discount on a single room for one night. They gave me no hard copy of bill. Upon Check out in the morning I was given no hard copy of the bill. The person and the desk said she did not know how to give a hard copy of my bill at check out, but that it would be sent to me via Email. Upon checking my Email I received Three bills. All three had the full room charge with no discount and added on taxes of $22.63.

The hotel manager checked us in and helped us with everything flawlessly. He was very friendly and went above and beyond for us. The late night staff were also wonderful. We had many requests for random things and they were overly helpful for us. I highly recommend this place.

Hotel receptionist was kind and respectful checking me in. Sanitation of bathroom was poor with grime and dirt residue on floor and shower. Candy wrappers were on the floor under bedroom side table and old milkshake left in the fridge. Coffee machine did no work correctly and had old milky water in it. Hot water for shower did not work. In hopes of a candy bar to lighten the mood staff did not know location of vending machine and when located by myself, it also was broken. When bringing issues up checking out when asked about my stay, was just asked if i wanted my receipt from my charges. For $155.00 i should have slept in my vehicle on 95.

totally unacceptable for the price,ants crawling on the bed 2 nights in a row,not a good experience at allmanagement sprayed but problem was not resolved,we had 4 rooms,no hot water to shower,all reported.Someone came Sun to fix water but we were getting ready to check out

The hotel was clean, staff were pleasant, and they had a nice pool. Breakfast was nice and included in the price. We enjoyed our quick stay. If we're back in the area we will definitely stay again. Keep up the good work!

The hotel was clean and the staff were friendly. I book this hotel while driving and was very pleased with everything. I would highly recommend this hotel. The beds were extremely comfortable and the place was so quiet.

The staff was very friendly! Everything in the room looked good we did have an issue with the plug in the bathroom not working. The pool wasn't clean which was very upsetting.. if it wasn't for those things it would've been a great stay..

My stay could have been better if not for terrible experience with the newly hired staff, and the hotel, who introduced herself as the manager. She knows nothing about hospitality. Stay away if you can.

This would be my second time staying at this property and I have nothing bad to say. It is very comfortable, the staff is respectful. The first time I stayed I had hurt my toe prior to arriving and the receptionist ensured that I had a first floor room that wasn't far from my car! I truly appreciated that kind of compassion!

Fridge was dirty, and microwave too . Wash cloths were limited for my cues if 6. I was only given 3. My friends room ac wasn't working and it took them 24 hrs to switch her to another room, front desk staff was walking around in socks

I would highly recommend this location for those traveling through Richmond. One of Best Westerns larger hotels with it's similar comforts. Parking is great and the area is quiet. Your stay will be relaxing and drama free. The staff are friendly and the atmosphere is quite inviting.

As you walk in there was employees out front smoking so if you don't want your kids walking through it - good luck! Entire place smelled like marijuana and rooms had a smoke smell even though it is supposed to be a smoke free place. The bathroom shower and sink were filthy. Hairs in shower and sink had cigarette butt in drain. The fixatures were coming out of the wall and the shower curtain rod was coming out of the wall. I asked the front desk on 2 different occasions hours apart, for towels and I'm still waiting for them. We asked for a room on 4th floor and were giving a room on 2nd.

This hotel had great service staff. Thats all I got. Leaks, dirty tubs. Fighting employees. Communication issues with event staff and lack of ability to adapt... nice mattresses and good food. Dont expect to get any answers by phone

Hotel in a good location. Great service and warm welcome from Prince and Nita at the front desk. Very clean room and hotel. Restaurant had good food. Hot breakfast in the morning. Would highly recommend this hotel and would stay there again.

2 night stay with a softball team and this was the only hotel that could accommodate most of our families to stay in one place. We quickly realized why there were several rooms were still available. Staff was OK but the rooms were very disappointing. Not clean, black mold in several of our rooms, crumbs and trash left under beds, empty jull cartridges, broken light fixtures in bathrooms, doors to your rooms with visible damage and cracks you could see through to the hallway. I would not recommend staying here with children as there were several instances which we felt unsafe due to the surroundings outside. Several lurkers around the area.

Great service, poor management! Mold, water leak, bed broken in, shower faucet difficult to find Hot, stinks like pets, cat urine. I was over charged and didn't realize until I looked at my credit card statement the day after I got home.

The hotel picked by Hotwire for our trip was the worst. My husband and I had to move from our original room because of some issues and the second room was even worse. We would never ever recommend Hotwire or Best Western Premier to any of our friends or family. My husband and I should have been given a complimentary 2 night stay at a location in Pennsylvania were we reside for all the problems we had to endure this past weekend. The first room, the bathroom was dirty and the sink stopper wouldn't stay up, which caused the water not to be able to drain. That is disgusting. There was also a piece of metal under the air conditioner on the floor that was so rusty. The second room we were moved to was even worse. The room smelled like sewage, especially in the bathroom. This bathroom wasn't that clean as well. We woke up to a puddle of water from the air conditioning leaking overnight, and our bags were of course wet. Lastly, the complimentary breakfast TOTALLY SUCKED! The food was so nasty. The only thing we enjoyed was the eggs, juice and coffee. We will be contacting someone higher regarding these issues. We paid to have an great experience, only to receive the opposite. It's unacceptable and we need some kind of compensation for the horrible experience. Outside of all the above, the staff were very pleasant.

Quick one night stay because it was right off I-95. Clean and comfortable. Quick check in and check out and the staff were very accommodating. Breakfast was hot, good quality. Did not use any other amenities. There is a McD's right next door and two gas stations surrounding the hotel...so all of what you might need.

The room was not clean. Crumbs and dust all over floor. Attention to cleanliness detail was poor. i would not recommend this hotel. The two positives was that the air conditioning worked and the breakfast was good.

Stayed there for four days with a group attending a HS national invitational tournament. Nita and Rachel and simply all the staff at BW Premier at Richmond were outstanding. They were open and available and helpful in ways that I haven't seen in 5 star hotels with concierge. They not only met every request made, they were creative and intentional about hearing our needs and meeting them. Traveling with a large and diverse group is challenging, but Nita and Rachel made it easy.

My family and I stayed at this hotel for my son's sports tournament. We had 31 players and their families. The hotel went above and beyond to make sure we were well cared for, had enough to eat, and provided thoughtful little touches like loaning us some coolers to take to the field. The staff made it feel less like your average Best Western and more like a boutique hotel. What a wonderful stay!

Thanks for everything - really appreciated the excellent service. The attention to detail and the caring attitude was very much welcomed. Rachael and Nita were awesome! would come back just to be served by them again.

Clean hotel conveniently located. friendly staff. I arrived late and there was someone to greet me. Great value for great accommodation. People at the front desk were very attentive and professional. I would definitely return.

In a nutshell our stay was a disaster. The type of room we reserved was not available. The toilet, phone and the refrigerator didn't work. No adequate bedding!! Pillows were taken from a used room that hadn't been cleaned. Blood spots on the blanket. Dead Cockroach. Someone tried to get into our room the first night at 2:30am. Breakfast was “guarded”. No customer service. We were told at check out that the manager would call us that afternoon. Still waiting!!!!

Don't waste your money on this dump. Weed ell was there the minute we arrived. Middle of the night (2 AM) a buzzing noise started. It didn't go until next hour. Yes we told the receptionist, and I wish I hadn't

One of the nicest best westerns we have stayed in. The staff was extremely nice and the room were very clean. The rooms and the lobby were up to date which is t a,ways the case when you stay at a hotel

Easy to get too. Great and friendly staff. One of the best free breakfasts I have had. So much variety. Something for everyone. The room was clean and no noise. We slept very well and the mattress was comfortable.

I had booked this room through Priceline doing one of the express deals where Priceline finds the room for you for a better discounted price so it was suppose to be a top booked 3 star hotel. Check in was easy no complaints with that and we arrived about 9:45pm. The real problem came when we arrived at the room. First, it was hard to open the door and it looked like it might've been pried opened once before. Now usually my boyfriend and I will set our belongings in the room and leave to go on our adventures but this particular night we didn't. He went to go use the restroom before we did decide to leave and not even a few minutes of him being in there he was screaming for me to come in the bathroom. When I opened the door he had stomped on a big cockroach and he said it was coming towards him fast. We thought the cockroach was dead after the first stomp but nooooo he started moving again and he stomped it once again but the cockroach was still not dead the antennas was still moving and it's arms/legs. We quickly gathered our things and left out because we wasn't staying there. I went to to check out (10:00pm) and the lady Monique was nice and understanding. There was another worker behind the counter and he asked was I in room 249 I was like no 238 and he was like “dang another one” so this hotel has a cockroach infestation. I was able to get my room refunded to me but definitely wont recommend this hotel even for a few hours to sleep.

We drove 6 hours there with late checking around 1:45am and they put us in a room with odor and the toilet was dirty and was not flush. We have to called the front desk and ask for another room. Which is very inconvenience due to we are tired from a long drive. It is not with the price too. Two night for $482.55.

Best breakfast I've had at a hotel. Aaron the chef and Monique (manager) were extremely friendly and very helpful. Hotel is kept clean and all staff was friendly and helpful whnever needed. I was there for a wedding in the area and was skeptical about staying at a Best Western property. I'm glad I did. I wasn't disappointed at all!

I went to Virginia for my sister's 50th Birthday. I stayed at the BEST WESTERN on 4303 Commerce Road and I was treated like pure Royalty. I am well travelled and have not always had the best experiences when visiting hotels in Virginia. I was pleasantly surprise - it is cozy, warm and the staff is exceptional especially ANTONIO. He was so attentive despite being the only person at front desk. We multitasked like a true PROFESSIONAL. Thanks to him- I signed up for their rewards program and BWP will be my place to stay when revisiting VA. I am grateful for the experience♥️

Are stay here was excellent!! Rooms were clean, beds comfortable, breakfast was good, everyone was friendly! We had a bad experience with another hotel and couldn't stay there. We called them to see if they had anything and they accommodated us with no hassles on a weekend of Nascar and everything was booked.

Let me start with the positive, Staff was awesome and super friendly. Unfortunately that's where it ends. Hotel wreaked of marijuana. Bathroom shower wouldn't drain, but the guy who fixed it was great. Bar and Grill is really not a Bar and Grill. It was more like a hospital cafeteria. Ran out of towels and when we asked for more towels, we had to wait days to replenish. Sheets had dark stains on them and lipstick remnants on the pillowcase. The boys on our soccer team were not allowed to watch the basketball game in the "Bar/Grill" (Cafeteria) because they said once they stopped serving food, kids were not allowed to sit in there (not sure what kind of rule that is.) If not for the super friendly staff, I would have give one star.

DO NOT STAY at this hotel. Most of the staff was friendly, that is where the positives end. The "bar and grill" food quality was terrible and way over priced. Our rooms TV did not work front desk guy and someone else looked at it. Said they would send maintenance don't think they ever did. 3 nights no TV! Shower would not drain, again maintenance was to come and fix it, never did. The heat and air conditioning was terrible, thermostat on wall did work the controls on the the unit did not work properly we were either too hot or too cold. To top it off they would not let the girls from the team go into the breakfast area to sit with other teammates if they had beverages from the outside. Come on...by the way breakfast just as bad as the dinner we had!

We had another room reserved at a neighboring property and it was absolutely unacceptable. We cancelled, crossed over to this property and what a difference. I mean it's not the Ritz but it's cared for well maintained and most of all, welcoming. I can't say enough about how helpful Antonio was. And the walk in rate was slightly less then all the booking websites. I will stay her again when I return to this area.

The morning staff was over the top friendly. The breakfast was delicious hot and nice variety. The cleaning staff were friendly and efficient. Very pleasant stay. Easy on and off the interstate. We will stay again.

Front Desk made check in so quick and easy , very professional and courteous , I will make sure I stay here again when im back in Richmond VA. Staff was friendly and coffe was always made and always available .

This hotel was one of the best in which I have ever stayed. The staff were so friendly and the entire place was very clean. When we returned from the funeral service, they made a fresh pot of coffee. The manager also made a point of asking us if every thing was satisfactory and wanted to know if there was anything else we desired.

Excellent hotel with excellent location located south of the city center! Extremely clean & comfortable . Upon arrival we were warmly welcomed by the friendly reception staff Sam, He made our trip more interesting with his advice & tips about the city shops and restaurants within the area due to their Bar and Grill being closed on Sundays. I would definitely recommend this hotel to everybody travel 95 South bound! It's a true sample of excellent hospitality. Thank you again best western for going just that little step extra for your guests!!

I was surprised that this hotel only had 3 stars on Tripadvisor, it was one of the cleanest hotels I have ever stayed in. The hotel breakfast had a great variety of options, something for everyone, it was well stocked, clean. The staff was friendly and very helpful. The manager Prince was very professional, personable, and very proud of his hotel which showed in the cleanliness and friendliness of the staff.

Quiet hotel, with nice rooms and great food! Friendly and helpful staff! Not much to eat in the area so their restaurant is the only, but excellent choice. I would recommend this hotel to anyone looking for a great night stay in RVA

Great customer service checking in! Antonio was great at check in. Staff were friendly. Overall a great customer service and restaurant food was aswome. Ate and enjoyed the burger. Rooms were nice and clean

Wonderful stay and all the staff members made me comfortable and an enjoyable experience. And I am going to stay at this location whenever I am in the area and I appreciate everyone. Best western hotels are usually great hotels and yours is exceptional

The staff and hotel manager at the Best Western Premier Richmond City Gateway were kind and helpful to us. The hotel has fairly recently been renovated and updated, and the rooms do not have carpeting--- which is a plus, as too often hotel carpeting doesn't seem clean. Our 2-bed room on the second floor was large, clean, and quiet. The beds were comfortable and the linens & towels were good. Our booking.com reservation noted that breakfast was not included, so we were pleasantly surprised when the staff told us that a hot breakfast was included. We'd been on the road 3 weeks and stayed at numerous hotels on this trip, and this was hands-down the best breakfast we had. Hot, fresh, well presented (in the attached Victory restaurant), and the dining room was clean and large enough to safe-distance. The waitress servicing the breakfast was pleasant and she kept the buffet well-stocked. It got us off to a great start the two mornings we were there. The hotel is a bit outside the city, in a fairly industrial area, and other than the attached restaurant, there are no other food options very close. (The McDonalds and the Subway that I thought were close are now closed.) At the next exit there are a number of restaurants. However by the end of the day we prefer not to get back in the car for dinner, so we ended up doing take-away from the Victory one night; the food was fine. There is talk that a casino is going to be built in the general area of the hotel; if so, I imagine the food options will improve. In spite of the lack of restaurant options closeby, and that the location is a bit rough-around-the-edges, the next time we are in Richmond we will likely return to this hotel: The staff are helpful and the hotel is clean, comfortable, and reasonably priced, and the breakfast was a very nice bonus.

Was ate up badly by bed bugs the 1st night ask mind you I checked in very late once checked in I dropped my bags off in the room an left to go eat came back shower an laid down I woke up in the middle of night an was ate up badly checked my bed by the pillows an there was bed bugs by the pillows I took a video an recorded it an put them in a cup for the room an took it down stairs an there we had to show them the video where they was crawling ate I'm in super pain from the bite marks asking front desk if this they had a 1st aid kit so I can alcohol packs to whipe my neck mind you this is going on 3:30am the night audit woman didn't have a 1st aid kit she told us she sorry the room cleaners are young kids an new an this has been a problem before mean recently an she can placed us in another room but we would have to wait cuz the system was down but the wait turn into 2 1/2 hours waiting in the lobby an even after the she video the video from my phone an took pictures from my neck an said the owner which is the only Indian lady here will get with us when she gets in at 9am here it is going on now 5:45am an we still down stairs but guess what the Indian lady avoid us

First room toilet was broken. 2nd room was still dirty. 3rd room had a bloody stain on the bed. At least one person was friendly at check-in. There wasn't even a manager or supervisor on site to speak to.

The staff at this hotel is super friendly, especially Laterria and Tashay, "T" at the front desk. The food at the bar and grill was great. If I had to be away from home I'm glad I stayed here. The bed was VERY comfortable and the rooms smelled fresh. The hotel was clean and close to everything. Thanks to the whole staff for a great time!!

My strong recommendation is that you do not go to this hotel. This hotel was coordinated for us through a soccer tournament. On our first evening my daughter got in bed and there was a wad of dirty Kleenex under the covers in her bed so she slept in her clothes. The next morning I alerted the front desk and requested our room to be thoroughly cleaned with new clean sheets and we left for several hours for our game. When we returned I found our room was unlocked and the door was propped open by the latch. I found clean towels in the room and there were No employees in sight. I called the front desk and requested that a manager come to my room. After waiting 20 minutes a manager appeared. While the manager was a kind man he was unable to definitively explain why my room was not secured by his staff. Fortunately my laptop and other valuables were still in the room. During our conversation about the unlocked room I again explained why we needed new sheets on our beds however only clean towels were put in our room. The manager wholeheartedly assured me that when we returned in the evening following our second soccer game we would have clean sheets on both beds. When we returned at 7:00 pm we needed to wait 10 minutes in our van because there was a drug and prostitution transaction occurring where we were asked to park. Once we got in the room our beds were fully made however the beds were made with the exact same dirty sheets. I had marked a corner on each piece of bedding. I immediately went to the front desk and was told there was no manager on duty nor could they contact a manager. I was given the name of the “owner” however that person was also a manager who only was competently responsible for the food side and shared she could not assist in any way other than to contact the other manager.The front desk folks also said they couldn't replace the sheets because the maids had left and the front desk personnel were not allowed to do this task. I was finally given sheets and attempted to make the beds myself as all local hotels were still sold out. I didn't even receive flat sheets so we improvised with the fitted sheets. The next morning the manager was not there again however he did call me and was unwilling to compensate us for our room until he spoke to his maids. He also wanted to see photos of the sheets with the marks however when he called we were already checked out by the 11:00 requirement. This was a terrible experience and I again would stay far away from this hotel… unsafe and unclean!!!!

The hotel manager is the worst that I have. Broken lock of bathroom; no room service; checkout at 11:00am; on one at the front desk to help; the food from the restaurant of hotel is terrible......... The operation team is not talking to each other. One of them give you A

This is a great stay just make sure everything's right! They need to work on the breakfast witch was nothing great. Some guests are little weird but nothing concerning. Just wish my lights in the room worked properly

PROS: - The staff (front desk, general cleaning, maintenance, management) are friendly, nice. - The bed is very comfortable. - The shower is hot and doesn't run out. - The TV has cable. GENERAL CONS: - The WiFi is horrible. At best, 20mbps for 10-20 minutes straight. At worst (which was most common) 5-10mbps that cuts out regularly, and won't reconnect quickly. - The room itself was clean, but the flooring was deceptively dirty (all hard flooring, no carpets. The darker grays of the floor made it look like it was clean, but walking around for 5 minutes barefoot and the bottom of my feet looked like I had been walking on charcoal all day. I saw them after I was walking around post-shower, before I got into bed, and recleaned them before climbing in. - The AC unit (when it's working... see below) is loud, even on quiet fan. The fridge in the room cuts on with some noise every 30 minutes or so. - The stationary shower head (not a detachable shower head) in the shower was disconnected from the wall. PERSONAL EXPERIENCE CON: - I was here for business, bringing all my camera gear and clothing needed for the week (commercial shoot). After I checked in and got to my room, I unpacked and setup all the gear and clothes needed for the week, put everything in order - it took about 30 minutes. When I was done, I felt warm, and realized my AC stopped working. Called the front desk: The repairman isn't available that evening, but she can change rooms for me. I said no thank you, it would take too much time and I had to be up early, and I'd call back in a bit. I look up the AC unit online, trial and error 30 minutes, figure out the unit isn't connecting to wifi to the wall controls. Knock on the door: front desk lady and repair man. Frustrated, I get dressed (in boxers), and tell the repairman the issue. He was friendly, but doesn't know how to fix it. While he's there, I figure out how to change the settings on the unit from needing wall controls, to control on the unit itself. Call the front desk, let her know it's fixed. And I climb into bed exhausted, much later than expected, as I had to be up early for work. 220AM my room door slams into the lock latch. New repair man trying to break in to fix it. Call front desk- they changed my room in the system without telling me, after I said I wasn't changing rooms, and didn't change it back. Ruined my sleep for work the next day: I had to be up at 4 and I just stayed up after that because of adrenaline.

My kids and I were so happy to have such a clean and cold room. It was exactly what we needed after driving 10 hours. The breakfast the following day was perfect to get us all ready for another day of driving.

There were hair on the sheets, pillows and in tub, shower curtain had stains all over it. Bed sheets have stains on it, felt like I had to disinfect myself and family before we got back in our car! Washed tub myself so I could feel comfortable taking a shower!

Hotel is not a bad hotel for a quick 1 or 2 night stay. The door to my room did not lock upon leaving the room. The vent in the bathroom was extremely dusty. The staff was good and the bar area is decent.

I stayed one night at this place it was horrible. This place use to be Hoillday Day Inn and now its BWP. The same horrible owners from a different country. This place was renovated poorly. The outlets wasn't working properly, the air conditioner took along time to cool the room and was falling apart. They had people working on the pool next to my room making loud noise. The elevators doors seem like they didn't want to open. The toilet in my room had to be flushed twice before everything went down and it wasn't clean probably it had waste from someone else in there when I checked in. The bathtub was also dirty when I checked. I WILL NEVER STAY HERE AGAIN NEVER...

This is the worst Best Western I've ever stayed at (I have been staying primarily at Best Western hotels for the past nine years). The General Manager and staff are well aware of long-term guests smoking in the rooms. When I called the front desk I was told they were aware that the guests in the room next to mine are smoking, as they have been there over a month. The room was not clean, the floors looked like they had not been swept and dust was apparent throughout the room. It appeared that only high touch surfaces may have been wiped. The only items available for breakfast were coffee and water. It appeared that this hotel may be serving as subsidized, temporary, long-term housing. Do not stay at this hotel.

Beautiful rooms, wood floors, huge bathroom, 50 " TV. Will return!. Great location.Very impressed with this facility. You want 200 words to accept but I am running out of words. Don't know what else I can say. Beds were exceptionally comfortable as were pillows and towels.

4303 Commerce Road Richmond, Virginia 23234 The The United States...This location in Richmond I was or there last weekend they I found cockroaches in room 125 and overcharge wis out any reasons,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,

Upon Business Travel to the DC area, I wanted to take the time to explore the Richmond VA city to solve my curiosity of what the city had to offer. I pulled in (directly off the I-95 highway) to Best Western Premier Gateway really because of the hotel look - very Polished & clean from the highway- which drew me In. My Check-in process was seamless & the front desk appeal & staff were beyond excellent. Margaret was extremely helpful in giving suggestions of some "Must-See" attractions in the are. My King Bedroom were quite and had everything i needed for the weekend stay along with housekeeping keeping me with plenty of towels. lol I do plan to return to this hotel on my future work-travels.

Hotel and staff were great room was nice and clean. The location of the hotel was great near the interstate. I would definitely stay here again in the future the price was exceptional and the appearance of the property was well kept

I arrived May 1st. The assistant mgr. Jessica did group us together however, she stated my room was ready, it was not. There were unwrapped candy and oatmeal cookies wrappers laying b/w the box spring and mattress in room 409. I know this because the mattress was pulled away from the headboard. I took pictures and Zelda at the front desk asked to see them . She was also shown the black hair's that awaited me when I pulled the comforter back. Now, the entrance to the room had a blue sticker on it showing it had been cleaned and sanitized. It had not however, Zelda at the front desk stated the room was logged as dirty. How and why did the assistant mgr. miss this? After this diaster I was placed in room 406, the room was clean with the exception of the rust and missing stopper in the tub. Who really cares about a stopper but, when whomever cleaned pulled the tub curtain back to show it was clean they should have examined the tub first and noticed the beige tube looking instrument sticking up in the tub. By the way, neither room 409 nor 406 had hot running water. Not only is this establishment a disappointment, it's a waste of time to book. If this place has been renovated I shutter to think what it previously looked like. I won't even discuss the issue my mother had in room 407. When a business places a sign at the entrance showing face mask required they may want to ensure those working there are also wearing mask. My advice is this, unless you are desperate, there are absolutely no other hotels available, don't waste your time or money at this location.

Awful customer service. Arrived with pets, but was told that hotel had changed hands and would not honor previous owners pet-friendly policy. Even though reservation was made the same day, and the agent on the phone was very clear that it was a pet friendly hotel. Upon arrival, desk clerk agreed to cancel reservation with refund, so we went elsewhere, but we were still billed our credit card, and have been fighting for months to get our money back. This was a last minute booking so we needed a place to stay, but other than that, the place was pretty shabby looking, and seemed unsafe, so unless you absolute need to stay there, I would recommend looking for another hotel.

Our room was clean and orderly. Some are under construction with dust. Need to drive to any food destinations. I just have to say the girl manager in the morning was very accommodating and nice. She was great on our morning check-out. However, the night manager has to be the classiest dressed hotel manager with an incredible supportive attitude. He wore a three-piece nice suit both nights we were there and said “hello” every time we came in. You have such a great staff at a location that I think may garner some complaints. Thank you two for an enjoyable stay and God Bless!

Last minute overnight stay to avoid driving home 2 1/2 hours away. The family really enjoyed it. The service desk associates were all very friendly. The price was affordable & the rooms are very clean.

Came in with my son's team. Hotel took care of all our needs and made sure we had a full hot breakfast before the tournament. Seems like they were the only hotel to do so. Thanks to the hotel staff for everything

What a bad place to stay no hot water I was up half the night with noise from next room I had to go to the main desk to complain no coffee maker very expensive no free breakfast I will not be staying there again

Property is newly renovated. I loved the look and the staff was great. Maybe when i return the restaurant will be opened. If there was anything i could change it would be the elevators. They are bland inside. NO artwork or information besides social distance signs.

When checking in that evening asked about breakfast- told next door at adjacent grill restaurant. In the morning told this is an express IHG so no breakfast, but can purchase next door at cost $$. I have stayed at other IHG this was a surprise, not happy since there are other hotels on each corner. Breakfast available extra fee. Paid $91.00 for one night

I read reviews that said there was construction but the room were fine. We got there after a 13 hour drive from Florida so we're in no mood to lose our deposit and find another place. First notice the hallway was dirty from construction work. The room was not dirty but didn't display cleanliness. The bathroom was less than pleasant with a cracked Sink and stained floor. Worst of all was finding a cockroach in the bathroom the next morning. It may be better in a few months but today it's a dirty dump.

We stayed here on American Thanksgiving and unfortunately their restaurant was closed for the holiday. and we had to go out for dinner. The staff were pleasant and helpful and showed us which local restaurants were open. The next morning we had a custom made breakfast in the restaurant which was excellent. It was included with our room and was much better than the usual complimentary breakfasts you get on the road.