The Richmond Apart Hotel

We stayed a weekend and have been back since. Originally we were disappointed, as the room we booked smelled of cigarette smoke. Considering neither of us smoke, we found this unbearable. The lady at reception didn't offer to change our room and didn't seem phased, so we packed our bags intent on leaving the next day. The gentleman checking us out dealt with the situation much better. Offered us free breakfast while he changed our room. Not only did we receive an upgrade, but a complimentary bottle of prosecco and handwritten apology. Far more than what we expected. A lovely touch. Nu Nu from the ( hope that's spelled right) restaurant also made our stay enjoyable! Lovely service from both him and Bianca, great conversation and made time for everyone even though he seemed flat out! Breakfast was brilliant. We look forward to our stays there now, as the service is exceptional

Please do not waste your money staying here. This hotel was a disaster from start to finish. We arrived to find nobody minding the reception area, leaving us hanging around waiting. There is a strong smell of smoke throughout the entire hotel, very unpleasant. The room was disgusting, the carpets were all stained, there were drips down the walls. There was litter from previous guests (cigarette paper and empty sugar satchets) on our room floor. The double room is really two single beds pushed together which is disappointing. Our bathroom door did not close, the taps on the sink and shower are very loose, you have to be careful whilst using them. The temperature of the hotel was ridiculous, worst nights sleep I’ve experienced, as the air con barely works. I did not feel particularly safe in this hotel either. We were also charged twice for our room. The staff were not great either, upon checking out we were left waiting for receptionists to finish a conversation among themselves before serving us. We also had 2 large bags and shopping bags so we wanted to use the hotel lift which was another hassle as the staff were using the one life that was in use to move things around in the hotel leaving us paying guests to take the stairs with heavy luggage. I am very shocked at the ratings of this hotel as I feel generous even giving it 1 star, the hygiene and cleanliness is absolutely disgusting. I will never be back and would advise anyone looking into this hotel to AVOID.

I am so disappointed to have to post just one star and it's because of the staff who were very friendly and this is the first ever negative review I've given. Our room was very spacious but wasn't very clean so I gave everything a clean but no matter how much dettol spray I bought it couldn't get rid of the stench of smoke. It appeared to me and a few other guests that the hotel had homeless people staying there which I think is very kind of them but when I have to rush my children through the reception area because it is full of people off their faces! I didn't feel safe at all and I feel that they should let you know beforehand that this is happening as it's not exactly cheap. I strongly recommend that you avoid this hotel it's not suitable for families at all. I want to point out that the staff were great but the hotel was shocking!