Homewood Suites by Hilton Richmond - Downtown

I was disappointed by how little follow-up I got after honestly replying to the texts about my stay and saying it was awful. All I heard was that management would be notified. No apology, resolution, or further contact came. I’m a Hilton Honors Diamond member and wasn’t offered any of the benefits or recognition that come with that status, which was especially frustrating given my loyalty to Hilton. I travel often for work and almost always stay at Hilton properties, especially Homewood Suites, but this was by far my worst hotel experience anywhere in the country. The room was filthy when I arrived. There were dirty dishes in the sink and dishwasher, more dishes with crusted food in the drawers, loose change on the floor showing it hadn’t been vacuumed, and a broken metal piece on the shower floor. The toilet wouldn’t flush. I usually cook while traveling, but this room was so unsanitary that I didn’t feel comfortable using the kitchen. I ate out every night and spent as little time there as I could. The parking garage was also badly designed and really only suited to compact cars, though that wasn’t my main complaint. I’ve traveled nationwide and never seen this level of neglect. I wouldn’t return. For a similar price, the nearby Marriott has valet parking, a clean environment, and an on-site restaurant, a stark contrast to this stay. This was completely unacceptable, and I hope the feedback is taken seriously.

I can’t believe what I paid for this. The 11th floor smelled horrible, and I had to cover my nose whenever I left my clean room. There was a huge ? by my door, plus little bottles in the hallway. Nobody was ever at the front desk, and the surrounding streets are pretty empty. The elevator had broken tiles and duct tape. Awful.

The restaurant/bar on the top floor was closed, and the photos didn’t show the place accurately. The hotel fell below my expectations and felt very average, despite having potential. Resting was difficult too. From 7 a.m. on, doors slammed, chairs scraped along the floor, and housekeeping made loud noises in nearby rooms. Customer service from the staff on the second floor, where the restaurant is, was very poor.

Do not stay here if you don’t want your pets taken and your reservation canceled without warning. I was on a call today when two men came bursting into my hotel room with animal cages, saying they were there to take my pets because the GM told them I’d abandoned them. Thank God I was in the room and could stop them, or my babies would have been gone. The GM then claimed my reservation had been canceled the day before and that I’d left my pets alone for over 24 hours. I had no idea about any of that. He said he thought I’d left them because he came into the room yesterday, I wasn’t there, and he didn’t see many belongings. I was working a 12 hour shift as a nurse. When I told him, he asked whether I’d come in late. I said I got back right after work at 8pm, though it wasn’t his business. He said he’d been in there before that. So he entered my room once, didn’t find me home or see many belongings, and assumed I’d abandoned my animals without trying to contact me? I’m so upset and traumatized. I was told I had the room until the 15th. I was staying there because my apartment building caught fire, and insurance booked it. My key card still worked, and nobody called, told, emailed, or otherwise notified me that the reservation had been canceled early. Instead, they tried to take my pets, claiming I’d abandoned them.