Hyatt Place Richmond/Innsbrook

I first came for a stay and kept extending it a few times because the rooms were clean and service and accommodations were readily available. The staff have been attentive and pleasant every time. Rooms are serviced every other day, and the hallways smell nice, without that old hotel or motel smell. I love the complimentary breakfast, water, and fruit included with the stay. Ms. Deedra is especially quick to help and observant of what I need. Five stars across the board.

The room was good, spacious, clean, and comfortable. My son booked it for me during the snowstorm so I could stay warm and safe instead of in my vehicle. But the customer service and response to the weather fell short. After the lot was plowed, a big bank of snow had been pushed right behind my vehicle, so I couldn’t leave for my 7 PM work shift. I asked Mr. Crease at the front desk for a shovel or tool to clear enough snow to exit safely. He gave me a windshield scraper and said there were no shovels. I ended up using a small dustpan from housekeeping to dig the car out. When I came back after my shift the next morning, I saw several snow shovels outside near the entrance. I explained what had happened to the front desk, and was told the staff member the previous evening “may not have known where they were.” That was concerning in the circumstances. I also reported it to Hyatt corporate and was told I’d hear back, but seven days have passed with no follow-up. I hope management improves staff awareness, guest help during storms, and follow-through on concerns.

Deedrea was exceptional. Her lively energy, professionalism, and thoughtful food recommendations made our stay memorable. We felt welcome and well cared for, and would love to see her again on a future visit. We’ll be back, thanks for everything! The front desk staff were excellent too, despite the manager in the office coming across as rude and abrupt and putting unnecessary pressure on the team. Needs a chill pill. Bob, an older gentleman, was very nice and funny. Keep up the good work, guys!

Demetria, Deedrea, and Bob were outstanding. Their energy, professionalism, and willingness to help made the stay enjoyable and welcoming. They went above and beyond, and it did not go unnoticed. THANK YOU GUYS! We were disappointed, though, by what we saw from management, specifically Scott. During a very busy spell, with the lobby packed, management was in the office with the door wide open, flirting and vaping instead of helping guests. There were also comments that felt inappropriate and dismissive toward guests. This is a great establishment with strong front-line staff, and it deserves leadership with the same care and professionalism. With better conduct from management, this location could truly excel.