Embassy Suites by Hilton Richmond

The A/C was broken throughout the entire hotel—not just in our room. Staff admitted they knew about the problem but kept telling guests it would be fixed “soon.” It never was. Instead, we were expected to sleep in unbearable heat. The building has extensive glass, making the temperature inside even worse. Before booking, read the other reviews—you’ll see many guests reporting the exact same issue. My family booked and fully prepaid a six-night stay. After bringing all of our luggage upstairs, we discovered there was no air conditioning anywhere in the hotel. We were given only one fan for two rooms. When I politely asked for a second fan, I was told they didn’t have one. Instead of helping, the front desk told us we had to check out. An employee identified herself as “Kim,” then hung up on me and refused to answer further calls. When I went downstairs, I was told no employee named Kim worked there. One staff member even removed her name tag and refused to identify herself. At 9:00 PM, with my children already asleep after a long trip, we were forced to pack everything and leave a hotel we had fully paid for. Police were called even though we were calm, cooperative, and already packing. The officer repeatedly warned that we could be arrested if we didn’t leave immediately. Even after we had left and were loading our car, a staff member continued confronting us outside.

Great breakfast. Wonderful Staff. Upon arrival the staff were exceptionally helpful and honest. It was a AC issue but very minimal bc they assisted with providing a nice big fan and they have no control over outside extreme temps. Very clean hotel and the drinks and finger food (especially the home fries and homemade ranch) was great! Wonderful hotel definitely enjoy all my embassy suites visits.

Staff was amazing

Make sure carry bug spray

Dirty room, AC out. Housekeeping non existent. Young man at check in was friendly. Gentleman assisting during breakfast was kind. Would not stay again.

The room had no working ac in 90 degree weather

I arrived at the hotel at about 6 PM and there was no power and they could not check in. I should have insisted on canceling my reservation at that time but did not do it and that was a big mistake. I went back at about 9:30 PM and the front desk lied to me that everything was working fine though they knew that their air-conditioning was not working. I had to suffer spending a night in a room that was almost 80 degrees without sleep. Next day morning, I was told that service technicians should arrive and check to see whether they can fix that problem. I decided to checkout to save myself from another day of suffering. Property is old without any proper maintenance and it shows. While the shower had decent water flow, the sink had very little water flow. The water flow issue is so obvious that the housekeeping should have noticed and yet nothing was done. This property should be avoided.

We stayed here as a family of six, including two younger children. Unfortunately, the room had multiple issues. There were buckets around the hotel, and while we understand it was extremely hot and the A/C may have been struggling, that does not excuse the condition of the room. There was mildew in the tub, the pot light in the bathroom was falling out of its socket, water was standing in both the shower and vanity sink, and the showerhead sprayed in multiple directions. The bathroom was especially frustrating. The toilet was extremely low to the ground, not chair-height at all, and water leaked into the hallway from the bathroom whenever someone showered. For a family room, this made the stay very uncomfortable. To be fair, the soap and shampoo choices were good, and breakfast itself was great. However, the breakfast seating was poorly arranged and not comfortable for the number of guests using it. We changed rooms on the second night. The new room was better, but it still had other issues. By that point, we were tired of complaining and just wanted the stay to be over. Overall, the staff deserve credit, but the hotel needs major renovation and maintenance. I would not recommend this hotel and would not stay here again.

A/C not working in some.rooms

I have always stay at Embassy Suites. It feels like home away from home experience each time.

I was grateful that the manager offered to help, but the overall stay was disappointing. The room was not clean, the sofa bed still had a dirty sheet on it, and the shower leaked a lot.

I like to lay out of the room just like you got a small apartment

At least 3 different rooms they tried to move us to in the hotel had black mold in the bathroom and the AC was not working properly. The bathroom door was warped from moisture and the mold had spread to the floor. The bathrooms need to be renovated before they allow guests to stay.

Great location to All activities

great

We’ve been coming to this hotel for many years as we pass through to stay in South Carolina. In the beginning, it was absolutely wonderful but recently our last stay we noticed that the upkeep the hotel just isn’t there like it used to be. Still the same wonderful Staff and breakfast is excellent, but you could tell that the property maintenance isn’t being kept. Missing bulbs in breakfast area , paint peeling off walls. Water spots and ceiling was leaking when checking in.

What l didn’t like is the manager admitting The owner of this hotel is so greedy he doesn’t care fixing this hotels that is falling in to pieces! Bathroom door are broken, Shower are rusty and old the entire building needs mayor renovation like mayor l’m not joking they had to give us a full refund after changing to three different room at midnight due to the AC not working and all of the other guests were in the same circumstances. This hotel is an accident waiting to happen l couldn’t even sleep thinking the room was going to catch on fire giving the old exposed outlets. One last thing the rooms are giving to guessed dirty each room that we switch from has something left dirty from the previous guess!! It’s so Sad to see how this embassy suites is bringing down the reputation for the brand! Hilton honors owners do something about it!

Excellent hotel, though the rooms and bathrooms are a little outdated. The amazing staff make up for any wear and tear the building may have, and they provide a lovely environment. Gavin at the Front Desk went above and beyond to assist and we will certainly stay here again in the future.

Good

As a longtime Hilton Honors Gold member, we are used to a certain standard and a bit horrified at how neglected things were at this Embassy Suites. The staff and the breakfast were great, but hopefully the manager will immediately take action to fix these issues and invest in much needed repairs and updates to the property.