Graduate by Hilton Richmond

We stayed at the Graduate in October to visit friends for a weekend. While staff was friendly in person our overall experience was pretty disappointing and in fact kind of terrible. We will not be staying again. I have never written a bad review but this warrants a complaint. Here are the following issues we took with our stay. 1. Valet. Exceedingly long wait time at arrival and departure. At departure, we actually ended up having to walk to go get our car ourselves after 20 minutes standing outside as we were running late to an event. The valet attendant said he could not find the car.. (we had seen where it was parked the night before getting dinner). I initially excused this as perhaps just younger staff mishap but when we got to the car the battery was almost dead(left lights on) and I had a parking ticket on the window! I have called and spoken with The Graduate Richmond twice about this with a promise to return my call to resolve this through the valet service. I have not received a call to date. So on top of paying for the valet service, tipping staff I'm now paying a $50 parking ticket. 2. Service - I asked for extra pillows the night of the stay. Front desk said they would bring them up. Nobody ever came. 3. Room - The shower was falling apart. The handles had basically come off the wall making it difficult to change the temperature. There was zero furniture in the bathroom to lay anything on except a tiny sink. Kind of odd since it was actually a fairly large bathroom and could easily could fit something more accommodating. The minifridge was laying on the carpet at the foot of the bed without a build in/cabinet desk sadly more like a undergraduate dorm room.

This is an extremely poorly run and understaffed hotel. Waited 45 minutes when checking in for the valet. One person working the valet - traffic was backed up and blocking the street. Then, our room didn't have hot water. Shower water pressure was almost nonexistent. Was told that's just how it is and cannot be fixed. We were comped a night because of it, which was nice. Housekeeping forgot to check the soap and we ran out after 3 showers. Our towels were stained. And housekeeping just no showed cleaning one day, of course when we needed more soap. We also had more valet problems again the next two nights. The hotel has so much potential, but is clearly poorly run - could be a manager problem, could be a cheap owner problem. But at over $200 a night and as a frequent Richmond visitor I will never stay here again. Which is too bad, because I loved the Graduate in Ann Arbor.

Location was great. Room was clean and quiet. All staff were wonderful and friendly.

Food choice was ok. Elevator was a bit shabby.

Great location and very helpful staff.

The convenience to the event and the friendly staff .

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Stayed here a few weeks ago the staff was very friendly the room was clean and my view was great I'll be coming back for sure,I'm really glad the hot water got hot to my liking

Great service, Otto was great. Really good valet service from the team overall. Glad to have these folks taking care of my car

My checking in and leaving experience was great, the front desk was very helpful. I was also very pleased with Ottos help as a valet.

Otto was the first person I saw when I arrived at The Graduate. Very friendly and professional, great service. Thank you Otto!