Hilton Garden Inn Richmond Innsbrook

The room was fine-clean and spacious. We stayed 3 nights and the room was never serviced. We had to use the same wash cloth and towel all 3 days. We ran out of Kleenex and almost ran out of toilet paper. Also the coffee in the room was never restocked and we ran out of that as well. I don’t recall this neglect the last time we stayed there! Also you have to pay for breakfast which is fine but for the cost there was very little to choose from. 2 of the mornings there was no decaf coffee or tea out at breakfast.

The room and the check in process were everything to be expected; the staff was friendly, answered any questions and the room was clean. My only gripes would be that the breakfast was minimal and for the two mornings I attended breakfast, there wasn't any hot coffee or someone manning the flat top to make meals to order. They did have coffee makers in the room so, it wasn't a total loss, but my family was disappointed by the lack of made to order meals.

Excellent and well managed facility! Friendly and helpful staff made are stay feel very welcome!

I like staying at this hotel, but this time the staff was not helpful at all. guest standing waiting to be checked in. They were talking to each other. We’re not helping us. The people in the Restaurant area they were perfect. They were great. I guess the front desk staff was having a day, but I will be back.

The room was clean

My overall stay was fine. My toilet stopped working properly and I wasn’t able to receive any help. To be fair, it was late and I was leaving the next day so couldn’t change rooms. The toilet was malfunctioning the full day so that was hard. The property isn’t very well lit in the parking areas so that was also difficult.

Very clean, comfy beds! A great location if your staying in Richmond West End!

Area It needs an upgrade on everything

This hotel needs better management. There is no excuse for having to wait 20 mins to get into a room different than what was booked, then to turn around and have someone barge in bc they were given the same room. Then to m find out room keys were invalidated without us being informed and having to pick new keys up when we couldn’t get into the room.

Booked two queen beds a week in advance

That said, the property itself feels a bit older and could use some upkeep. In our room, we experienced a few maintenance issues that affected comfort: the tub would back up during showers, the sink had a noticeable leak, and some basic room details felt overlooked—like toilet paper not being properly placed on the holder and instead left on the sink. Housekeeping service was also inconsistent; washcloths had to be requested from the front desk, and towels were sometimes returned loosely and hastily placed rather than neatly arranged. There were also facility concerns outside the room. The ice machine on our floor was not working, and the alternative on the third floor was in an uncomfortably hot area. Even the hallways and common areas felt warmer than expected, which added to the overall sense that the building’s cooling systems could use attention. Despite these issues, the staff was very kind and helpful throughout, and the location truly stood out as the strongest part of the stay. With some maintenance and attention to small operational details, this hotel has the potential to better match the quality of its service team.

It was walking distance from the venue Old outdated hotel rooms not worth the price

It was a little noisy out in the hall at night.

I stayed 2 nights for a family reunion. Perfect location and loved being able to walk to the restaurant through the courtyard. No complaints!

Beds were comfortable No free breakfast.

Tiles loose in bathroom. Shower didn’t fully come on. I felt like I was taking a shower and bath at the same time as faucet kept running. Shower curtain was torn. Tv was working. I finally realized it was unplugged for whatever reason.

did not have. it was not included with room. too expensive for what they offered.

I don’t like anything because the foreign lady at the desk canceled my stay due to it being sold out then stated they could clean a room The lady at the desk was very rude

More coffee

Obliged to write....regardless, great hotel