Homewood Suites by Hilton Richmond-West End/Innsbrook

Reviews

• MP

  Melanie Del Papa

  Nov 14, 2025
  1.0
  am deeply disappointed by the condition of this hotel—especially one bearing the Hilton name. From the moment we arrived, it was evident that the property has been severely neglected. We are here for a soccer tournament and were told the hotel was fully booked. However, after we raised concerns about our room—specifically the presence of mold and visible blood stains on the pull-out bed—an alternative room suddenly became available. When I requested to inspect the new room before switching, it became clear that the issues were not isolated. The second room was equally unsatisfactory, showing clear signs of a poorly executed patch job likely related to a recurring water-leak problem. The strong smell of mold and mildew hits you immediately upon entering the hotel, which already sets low expectations for the rest of the stay. The walls are extremely thin, and the pillows had an unmistakably used odor, as though the cases had not been changed for some time. When I asked for fresh pillowcases, the staff member responded with a sigh and an unprofessional, “Let me see what we have, but I doubt it.” We originally booked a three-night stay, but we are now actively searching for another hotel. The mold and mildew are so significant that they cause noticeable physical symptoms—stuffy noses, swollen eyes—and raise serious concerns about health and safety. At this point, the conditions are so poor that the building itself feels as though it should be evaluated for potential condemnation.
• KL

  Kim Lall

  Nov 1, 2025
  1.0
  This is one of the worst hotels I've ever stayed at. The shower was disgusting when we checked in, and when I asked for assistance, the lady at the check in said we must have made the mess and needed to take care of it ourselves, until I showed her I just checked in digitally less than 5 minutes prior. Several pieces of furniture were falling apart, and there was mold all around one of the windows.
• PW

  Paul Weyand

  Oct 19, 2025
  4.0
  Older hotel, showed signs of being older, but was clean. The staff from the front desk to maintenance / housekeeping and kitchen made up for any short comings of the building. Rooms where large enough to be comfortable.
• CB

  Christopher Becke

  Oct 17, 2025
  5.0
  Great breakfast and the staff were wonderful. The room was clean and had plenty of space for our small family. The room could use a few repairs and the bathroom sink water pressure was very low.
• RA

  Ruqia Ahmed

  Sep 1, 2025
  1.0
  NOT A GOOD EXPERIENCE!!! We were in town for a family wedding and stayed here because other family members had already booked this hotel. We read other reviews, so we knew that rooms were run down and we were willing to put up with that. But the front desk staff is completely incompetent. During check in she checked us into someone else's reservation despite us providing an ID in the beginning. We had to point out her mistake and have her fix it. After spending an hour at the front desk the room we got was the wrong type. We had booked a king and got a double bed. It was 10 pm at this point and with 2 young kids we didn't have the energy to go back down and change the room. I wiped all the surfaces and got unpacked since we were going to be there for 5 nights. The next morning the front desk agent woke us up to tell us we had to switch rooms since the night agent messed up. We told him that we didn't even request the different room type we were placed in but we would rather not move. We offered to pay extra to stay in the room since it was so inconvenient to move with 2 little kids but they did not accept that and only offered points as compensation. Even at check out they were about to charge us over $85 even though we explained that we had a fully prepaid reservation. Front desk lady insisted that this was a remaining balance on the account and needs to be paid. We had to spend another 20-30 mins trying to verify and show that we had already paid in full. She had to call the manager and he came and with one look on the screen said there's actually no balance and we didn't have to pay anything. Also, they didn't accommodate a late checkout by even an hour. The key point is that the place needs significantly better training for front desk staff, which can improve customer experience. No issues with other house staff.

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