Homewood Suites by Hilton Richmond-West End/Innsbrook

The mold and mildew were bad enough to cause noticeable symptoms, including stuffy noses and swollen eyes, and left us worried about health and safety. The smell hits as soon as you enter the hotel, and the walls are very thin. The pillows smelled unmistakably used, as if their cases hadn’t been changed in a while. When I asked for fresh pillowcases, the staff member sighed and said, “Let me see what we have, but I doubt it.” We booked three nights for a soccer tournament, but we’re now actively looking for another hotel. When we complained about mold and visible blood stains on the pull-out bed, we were told the hotel was fully booked, but suddenly another room became available. I asked to look at it before moving. The second room was just as bad, with an obvious poor patch job that seemed likely related to a recurring water leak. The whole property felt severely neglected from the moment we arrived. The conditions are so poor that I think the building itself should be evaluated for possible condemnation.

There were plenty of restaurants, shops, and activities close by, so our group never ran short of things to do or places to eat. We stayed at the Homewood Suites by Hilton Richmond-West End/Innsbrook with friends and kids, and it was a great experience from start to finish. The lobby was welcoming and comfortable, and the rooms and common areas were clean and well cared for. Breakfast was complimentary, fresh, and had lots of options for getting ready for a day out. The kids loved the clean, well-kept pool, a nice way to unwind. Great amenities, friendly atmosphere, and convenient location. We’d definitely stay again!

The room was on the first floor, and it was disgusting. The sitting area curtains were stained from top to bottom, and the chair was badly stained too. The bedroom smelled like a dog. The bathroom sink water came out in a very thin stream, barely enough to wet a washcloth, and the tub was stained and dirty. I had to ask for sheets. When I pulled back the covering, there was hair that wasn’t mine and little black bits in the bed. I checked for bugs, but THANK GOD, the black things weren’t bugs. It was not clean, and I can’t stay there again. Breakfast was okay, but when I picked up a bagel I checked the back and saw black spots that looked like mold to me. This was not good, HILTON. I stayed here 12/25.

The room was clean and had plenty of room for our small family. Breakfast was great, and the staff were wonderful. A few things in the room could use repairs, and the bathroom sink had very low water pressure.