Hilton Richmond 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.

Location

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

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

location

Very nice hotel, high ceiling rooms! Beds nice, pillows fluffy and amenities so nice - standard Hilton quality so very excellent. I was only there to sleep and spent the days at the convention center across the street so these aspects of rest were important.

I am currently waiting 1/2 compensation after calling Hilton guest customer service. I stayed there a Wednesday -Friday in February. Arriving late Wednesday, I noticed right away mold on the bottom shower, yellow on flat pillows, and while the toiletries (shampoo, conditioner, bath wash) hung in the shower, on the counter only had a cheap bar of soap and shower cap. The website said premium toiletries. Valet service was $51, that the hotel said they are not affiliated to. While there was a park and pay across the street for $22 a night, for some reason it would not work for me any hours after midnight.
The next day staying there (Thursday), at 5 p.m. I returned to my room to find it unmade. I did not understand why. I called the front desk for clean towels so I could shower since mine were on the floor, still wet and musty. The towels finally arrived 7:40 at night.
Friday afternoon (third day) I stopped into the hotel room at 3:30 p.m. The room was STILL unmade. I went to the front desk to complain. The front desk (John B.) said the maids were already gone for the day and they were also short of maids. The hotel was also currently only making guest rooms every three days (the other front receptionist said five days) unless guest request. I NEVER WAS INFORMED/NOR TURNED DOWN SERVICE for room cleaning. My room remained unmade the ENTIRE time and because of mold, smelled.
As a hotel guest I pay not just for a place to sleep, but for a comfy and enjoyable clean environment. I believe this was a violation of OSHA and CDC best practices. I complained at the front desk twice, I waited for a manager, but that became an inconvenience since I was working at a conference nearby and could not keep waiting. They never reached out to me. Upon checking out with complaint again, the front desk handed me a Trip Advisor card with their hotel on it to complain instead of resolving, hence calling Hilton customer service. It has been four days with slow compensation of any sort.

Location was close to my meeting

We didn’t have hot water but everyone at the Hilton was very friendly. The reason for 3/5 rating. We appreciated Benjamin Ross for his assistance.

We went to a show at The National and the location was perfect!

The staff is always above polite and professional. The room was clean. I had sons that went to college in Richmond and I used to stay in this hotel on a regular basis years ago.