Hilton Garden Inn Richmond Innsbrook

The room was spacious, a king suite with a pull-out bed, and that part felt five-star. I was here for my birthday, but the linen wasn’t clean. Breakfast was good, though you have to pay for it, it’s not free. The pool was very cold, and the hot tub needed more regular checks for cleanliness. For me, it comes out to three stars.

The location is ideal, with lots of good restaurants within walking distance, and the rooms are tucked away from the main road and quiet. Service was excellent, and everyone on staff was friendly. The room was clean, comfortable, and safe, with a comfortable bed, good shower pressure, and a nice-sized TV. It does look dated in spots, and the rooms could use a remodel. I’d also change the brownish/orange doors and carpet. The parking lot has several dark areas, though I’m not sure the hotel can control that since it’s part of a hotel, office, and retail complex. There’s plenty of parking in the shared lot, so the fee feels petty and like a money grab. The Hilton website actually says FREE Parking, and the charge isn’t disclosed there. That’s ridiculous.

The room was big, the bed comfortable, and the front desk team was awesome. But the bathroom tub was dirty, covered in black grit. I checked in after midnight and was too tired to complain, and I shouldn’t have to deal with that at a Hilton-owned property. The sidewalks to the hotel hadn’t been cleared or treated after a recent snow and ice storm. They were completely slick, so I had to walk in the street and dodge ice patches to reach the lobby safely. Two nearby hotels had done a much better job clearing their sidewalks and parking areas.

The worst part was the room beside the elevator shaft. It made a sound like a dying turkey the whole stay, and I couldn’t fall asleep. The room itself was relatively clean but smelled rancid, had a rusting tub with bubbling finish, and was a lower grade than the one I’d paid for. I was here during a snowstorm, with no dining options outside the hotel, so I ordered a burger through ROOM SERVICE. I had to pick it up myself, and when I got it back to the room it was completely raw and missing the toppings I’d requested. By then we were defeated. I will NEVER waste money at a Hilton or anything similar again. I’ve worked in the industry for almost 20 years, managed hotels, and stayed at them all over the east coast. This was one of my three worst experiences, even though my expectations weren’t high. I’d paid for the reservation just hours earlier, but on arrival the receptionist said it didn’t exist, despite the charge showing clearly on my card. They had no hospitality or help to offer, and after 30 minutes standing with my bags I was offered a lower grade room for the same price.