Home2 Suites By Hilton Richmond, Ky

The breakfast was decent on both visits, and housekeeping was friendly. But the problems with customer service and billing mean I won’t book here a third time, or likely with Hilton again. On my January visit over Dr. MLK weekend, things were fine apart from late checkout: I paid until 2pm but was initially told I could stay only until 1pm. That was eventually corrected. When I booked for President's day weekend, there was no online option to add discounted late checkout. I called and was assured it wouldn’t be a problem. That stay had other issues too. The neighbors were noisy, with lots of people walking through the floor, and the bathroom sink wouldn’t drain properly. The dishwasher didn’t work either. I called the front desk and Mr. Mark sounded overwhelmed, so he offered to call me back. He did, and after I explained the noise, he said no rooms were available on that floor. I told him I didn’t mind which floor, I just wanted somewhere quieter. He moved us to the other end of the hall, which I appreciated. The exchange felt rushed and rude, though, especially when he abruptly hung up after I raised my concerns. He later came up to check the room and confirm the problems, and I thanked him again. The billing was the biggest issue. The hotel charged me for a late departure instead of the late checkout add-on, plus 3-4 other fees. I spoke with a Ms. Theresa, who said she had refunded the charges but didn’t explain that late departure cost half the room rate, unlike late checkout. Then I contacted Hilton Customer Care, was transferred twice and put on hold while they called the hotel. Keisha told the Hilton representative I’d been refunded and hadn’t contacted the hotel beforehand about late checkout. That wasn’t true.

We needed a break in the drive home after a weeklong vacation, and Home2 Suites was right off the expressway. I called at the last minute and got a fantastic room with plenty of space for my family, two adults and kids aged 6, 4, and 2. It was very clean. We didn’t use the pool, but it was a decent size and looked fun for the kids. Breakfast was quick and tasty, just right before getting back on the road. I’d definitely recommend it.

The room had a strong musty odor and was filthy. There was a large water stain on the ceiling, a visibly dirty pillowcase, and the pull-out couch had pet hair and food on it. It clearly hadn’t been cleaned. When I asked the front desk for a fresh pillowcase, the male employee acted very bothered. We picked Home2 Suites by Hilton Richmond, KY because it seemed newer, but that didn’t show in our stay. We’ve had better experiences at Motel 6. The staff were a joke, and management was worse. After I filled out Hilton’s honest survey, the hotel manager at the time, Rhonda Collins, offered points for the problems, but none appeared in my account. Later, Rich Douglas, who said he was the new manager after Rhonda was fired, left a voicemail promising points too. They still weren’t added. When I called, he was rude, asked which hotel I meant and what my problem was, then again promised points. He also said there had been no previous manager, only a bookkeeper, which conflicted with his voicemail saying the previous management was gone and he was new. I never asked for points. They were offered after the survey, and the promised 10k points wouldn’t have fixed the problem anyway, especially when a stay at this hotel is 70k points. This place is dirty and disorganized. If you have any standards, stay elsewhere.

My mom paid to stay here with my toddler niece and nephew. On the first night, the air unit in her room was so loud that none of them slept. The next day they made her move rooms without helping her, even though she had two toddlers with her. Maybe they could at least have brought a luggage cart for someone forced to move because of their faulty unit. In the new room, the toilet kept clogging. After she called for help a fourth time, a man shoved a plunger at her and told her to return it to the front desk. Mom is trying to make Christmas memories with the kids and their cousins. Their mother, my sister and my mom’s daughter, was suddenly and tragically lost to us almost 2 years ago. That has nothing to do with the hotel itself, except that the rooms and staff made an already difficult time much worse for a bereaved mom and grandma. She’s a Veteran working hard to give these babies family time, and she spent a lot of money. Shame on this hotel and its staff. If I see the man who pushed the plunger at her, I’ll tell him exactly how disgusting that was to a paying customer at his workplace.