Hilton Richmond Downtown

Mario and Zion were great valets!

Great hotel in a great location. Customer Service was excellent and courteous. Our suite was spacious, well-appointed and great view of downtown.

I booked this hotel for the pool and continental breakfast. The pool was closed for the week and it was not advertised that way, and even in the hotel they had the dates wrong. They offered me a refund if I wanted to leave which was kind, but it was too late for my family to move.

The pool was closed, I was still able to Get into the room because only two Of the doors to The pool were lableled that it would be closed (from the 8th-13th, it was the 6th). It smelled weird and there were no chairs so I called the front desk who informed me it would be closed. I only booked this as a stop on a long road trip because my kids needed a pool after many hours of sitting. Then the next morning because of low Occupancy they were only doing menu order breakfast, which took forty minutes as opposed to The ten I was planning on with a continental grab and go. The food was also gross, very oily eggs, lumpy oatmeal, and chocolate chip pancakes tasted like cardboard. The water that came out of the tap in our room was brown. I could have gotten a much cheaper hotel- definitely not worth it.

Location

Unfriendly staff

It was convenient to me for the location we needed to be at 7am!

I wasn’t recognized as a member, the water in our room took 15-20 minutes to warm up and there was No microwave!

Had to update but couldn't on my previous review. Went down this morning to see if they did have hot water in the dining area. Wow, they did. The staff could not be bothered to point me too the hot water or even just go get it for me. Instead they both lied telling me they're is no hot water in the hotel. Here's the photo to prove my point. The entire stay was ridiculous

Chandra at the breakfast place was very warm and welcoming. I felt like I walked into grandmas’s kitchen. The rest of the hotel was basic, in fact less than basic in certain areas — no mini bar, no room service, no real glasses to use for drinking or brushing teeth. But Chandra single-handedly replaced my frustration with a breath of down home gracious hospitality. Very reasonable prices at the restaurants were also a pleasant surprise. And 1 AM close on the weekend evenings helped make a more relaxed winding down process.

As a Hilton Lifetime Diamond Member, I've been going to this Hilton for at least 15 yrs, even when it was a Hilton Garden Inn,  Sadly, this property and the service have gone downhill since new ownership took over in the last 1-2 yrs. The last few times that I have stayed at this property, we've booked a King Suite corner room which are spacious rooms. Unfortunately, both times that we've checked into our room, the room reeks of pet disinfectant, no doubt because of the number of dogs staying there. The smell for so bad, we had to close our bedroom door and cover our noses while sleeping. At one point it felt like we were staying in a Pet Hotel, instead of a regular hotel. If you're going to cater to Pet owners, remember that the majority of your guests don't travel with pets. Secondly, the ice machine on our floor was not working, so we went to the 3rd floor where there was a mildewed towel on the floor in front of the ice machine, where it was leaking water. The microwave next to the ice machine had not been cleaned and had some molded food on the microwave tray.  At one time this hotel had an executive lounge, unfortunately, they closed that 4-5 yrs ago. On our 1st full day for breakfast, we had to wait 17-20 mins because one server called out sick.  When we were there in Jan 26, there was no breakfast buffet one day because it was "Off Season".  Finally, since the COVID years, housekeeping at hotels has been a joke, and this Hilton is no exception. If I'm paying $500-$600 a night for a room, YES, I want housekeeping, unless I tell you otherwise! I should not have to check in at the front desk every morning to see if our name is on the housekeeping list. I personally think this property should go back to just being a HGI, cause at this point they're masquerading as a full service Hilton