Hilton Garden Inn Richmond Airport

The room was clean and quiet, with a jacuzzi, and the housekeeper on our floor greeted us warmly. We’ve stayed here before and had a great experience with a different staff member, but this visit’s front desk service was terrible. My husband asked whether early check-in was possible, making clear it was fine if not. The two women at the desk didn’t greet him. One simply said “no” without checking for rooms or asking his name, then they laughed as he walked away. When we returned later, the same employee asked only for the reservation name, last name, and card. He’s a Diamond member, but she didn’t address him by name or offer water, even though there were about 20 bags behind her. I asked for the water as we left with our bags. Later, we came back from dinner and the same two women were there, staring without speaking. A man was also behind the desk doing nothing. Between the three of them, there wasn’t a bit of good customer service. It felt like this one employee didn’t want to help my husband at all. No problem with the room, just the front desk staff.

The two women working the bar and restaurant that evening did an amazing job, and the front desk staff were great too. I was there after my flight was canceled because of severe weather, so I really appreciated the airport shuttle.

We left without staying because the room felt unsafe for our toddler. There was a strong mildew and mold smell, visible mold in the room, filthy carpets, and grime throughout. Even though we had checked in just minutes earlier, the front desk said we would still be charged. As frequent Hilton guests, we’re very disappointed by what feels like declining standards, especially at many Hilton Garden Inn and Hampton Inn locations. I can’t recommend this hotel.

Kevin and Chamberlayn at the desk were excellent and helpful, and the room itself was fine. The mattress was a little lumpy and uneven, though not completely uncomfortable. I was told ahead of time that I could leave my luggage after checkout. The night before, another employee also confirmed a noon checkout and wrote down my last name and room number. Housekeeping knocked at 10 the next morning. I explained the later checkout and they acknowledged it, but they knocked again at 11:15. The desk then told me checkout was actually at 11 and gave me 15 minutes to leave. I gathered everything and went downstairs, where I was told I couldn’t store my luggage after all. I understand if late checkout or storage isn’t allowed. The frustrating part was being told both were fine, then having that reversed with no follow-through. Clear, consistent communication between shifts would have prevented an annoying and avoidable rush.