“Urine smell permeated the fourth floor as you stepped off the elevator. Strong. Pungent. Horrible. Someone or something relieved themselves right in the hallway and management thought it okay to still rent out that floor. This Marriott must be hard pressed for money ranking that over service to their customers as obvious by such a decision, doubling down as well with their shuttle service. Great amenity, taking hotel guests around Downtown Richmond. Courteous drivers made each trip pleasurable, but there was only one van. Why? So wait time to get dropped off and picked up was extra long. These vans couldn't be that expensive. Surely payment for one night's stay from guests on the stinky 4th floor could have paid for another one. And then, to top it off, one of the hotel clerks told me she could NOT get my Bonvoy membership number to make sure I get my points (I couldn’t remember what it was). And why not?? So, I got it by calling Marriott (crazy, I know since I was standing right in Marriott). Then when I told her I had my number and how I got it, she decided she would help me get it and asked me for my name (I had already given it to her when I first asked her for help). I again told her I had the number but she didn't want me to give it to her, she insisted (now) that she'd look it up. Really? How inane. All in all, a very bad stay.”

“It was my first trip there and I stayed for 6 days for work. From the moment I checked in, until I left everyone there was so polite. Even the servers in the restaurant were super friendly. One lady even started to sing to me. That made my day. The shuttle service was great and the drivers were very prompt. I will definitely stay here again.”