Embassy Suites by Hilton Richmond

The size of the room, how clean it was, how friendly the staff was.

Ever buy a car and realize too late that it's a lemon? Same deal here. We are at the hotel now as I type this. My wife and I booked this hotel last month after searching around the area. After checking in, the first thing we noticed was how very warm the room was. We tried to lower the temperature, but noticed that the thermostat wasn't working. I requested for it to be fixed, in which we were told by the front desk that the air conditioner was not working properly throughout the entire building! She then let me know that there was a notice about it on the website. Interestingly enough, when we initially booked the room, there was no mention of this on the website at all. If there were, we wouldn't have chosen this hotel in the first place. So, this must have happened AFTER we booked and paid. This angers me further and makes me question why I never received any kind of email or message letting us know this. Next, we opened the mini refrigerator and saw a major piece was missing, making it nearly unusable. Then I turned on one of the lights in the living room, in which the bulb was flickering. If you have epilepsy or suffer from seizures, beware. Finally, one of the perks we saw when we booked was that there was a balcony. However, there is a note on the door that reads the balcony cannot be opened, due to the safety of the guests. If it can't be used, why is it mentioned as a perk!? It should be called what it is: a floor-to-ceiling window that can't be opened. The last few issues, we could have lived with. But everything as a whole completely ruined our experience. This was a total waste of money. Considering the fact that this is the second bad experience in as many bookings we had at a Hilton hotel, I am GREATLY reconsidering ever using Hilton again.

We visited for the weekend to get away and connect with friends. Every employee we interacted with was warm and friendly.

We had a situation that resulted in the need to switch to a different room. The person at the front desk (Tricia?) was patient and had someone ensure the room was fine before we began the switch.

Breakfast was good. There was a made to order omelette station and the lady making them had a smile for us each morning.

Even though the rest of the breakfast was buffet, the team came by regularly to clear any dishes we had. When I wanted to take my yogurt with me, Lisa didn't miss a beat and offered to get a plastic spoon for me.

Nothing any one of them did was extraordinary, but the consistency of service made it special because the grind of daily living is hard for all of us. I simply appreciate feeling welcomed in a cozy place.

Thank you for taking great care of us!

Hotel was hot first and foremost! First room they tried to give us had black mold all around the shower and the toilet was broken. We'd been traveling 7 hours and we're ready to settle down! They gave us a second room and this room wasn't as bad but the ac in the room didn't work properly. The thermostat never went below 79. Also maintenance randomly showed up with drano to pour down the sink, said it more than likely will clog. We ended up getting a fan but it wasn't enough for the whole family so the kids slept uncomfortable! They refuse to compensate any money but offered points. We'll NEVER stay here again! EVER. The shower also had small amounts of mold around the shower caulking so I went and brought bleach and comet to clean it myself because we'd already moved are things once and we're tired from the road.

Exceeded my expectations

Everyone seemed to like the reception. Just I had time to get breakfast. Lines were long

Staff nice comfy happy hour

I had a great experience at this location. We were dealing with some issues with other hotels and needed last-minute accommodations, and the staff could not have been nicer or more helpful. Annette was so accommodating and kind, and she really helped us through the issues we were having. John Cario, the general manager, was also very helpful and made sure we had a pleasant stay. I truly appreciated how friendly and professional everyone was. I would absolutely recommend this location to anyone looking for a great place to stay.

Loved the location

Nothing

Bar area