Hilton Garden Inn Richmond Airport

Friendliness of staff

Location was what we were looking for. The front desk failed to honour my reservation made by Booking.com and paid in advance several months earlier. They sent me to a hotel 5 minutes (by car, which I didn't have, so had to taxi), telling me that reservations made by booking had the lowest priority when they had overbooked.

The room was clean and the bed was fine. Unbeknown to us the refrigerator did not work and we placed our leftovers from a high end restaurant (L'Opossum) into it. The next morning we opened the fridge only to find out that it was warm inside, We told the staff at the desk what had happened and they could not care less. The response was that they would let maintenance know. They said that they were not responsible since this was third party. (I could only assume that this meant that Expedia was involved.) This was extremely rude and I would not recommend the property.

Typical Hilton product, great Staff, Hotel clean and very accommodating. Breakfast offering was limited but no complaints. Guest wi-fi premium service was great.

Staff was good. Place was good. I had a problem. The bed was very old and lumpy and uncomfortable with not a good night's sleep for me and my wife.

Disappointing for this Hilton Garden Inn. We had other choices close by and paid extra for Hilton because of the pool hours and pool was not in service at all. Also had to change rooms because no hot water the shower. Not the cleanest for what we are used to with this brand of hotels.

Pool was broken while I was there and front desk staff were not nice. Girl in morning was nice but the girl at night was rude. The rooms here also smell like dogs. If you have animal allergies expect to be very irritated.

Breakfast was a hidden fee unless you had included it in your booking, not complimentary. We were in one of the accessible rooms. Wallpaper was peeling off the wall in the bathroom. Hot water issues were constant. Pool and hot tub was inaccessible due to HVAC issues, i.e. the ceiling was falling in. They supposedly offered to give access to another nearby Hilton property for pool access but honestly wasn't really worth it at that point. The one upside was we could bring our dog. It sort of felt like everything that made us choose this place was a bait and switch. We won't be staying there a second time when returning to Richmond.

The location was good. Would have been nice to had the room cleaned, at least, every other day.

Property was a little dated, dingy in some spots, but overall ok.

The hotel's key machine was out of order and could not issue keys to arriving guests. I was discouraged from checking in but was not provided with alternative accommodations. The front desk was under-staffed both in the afternoon and the following morning.

I highly recommend the Hilton Garden,

A disappointing stay

The ice machine was broken on our floor. The AC was out in the indoor pool, so it was unfortunately closed. There was some damage to the ceiling in our room that was in the middle of being repaired. The staff was very nice. Room was clean.

Exceptional

Staff was friendly, room was clean and comfortable. I was a bit worried about staying near an airport, but honestly was not a bother in the slightest.

Good

Unfortunately, our experience was extremely disappointing. The room’s door lock was malfunctioning, the bathroom floor was dirty with a white powdery substance, there were no towels, washcloths, or soap provided, and there appeared to be black mold on the curtains. Additionally, the indoor pool was too cold to enjoy, and the hot tub was completely out of service. When I reported these issues to the front desk, I was informed that the hotel’s systems were down.

Great staff

Bad