Hilton Richmond Hotel & Spa/Short Pump

Reviews

• CW

  Charryl Wood

  4 days ago
  2.0
  Let me start with... Received an email for checking in through the Hilton ap I follow the simple instructions with no Avail. I called the hotel with my issue and was told to refresh my app and the issue was resolved / except it wasn't and we checked in at the desk upon arrival. To be clear I don't mind a personal check in but don't tell me the contact less issue was resolved when it clearly wasn't. * this was the beginning of the technical issues. Upon the initial inspection of our room we found: long hair in the toilet, used coffee pod in the coffee pot, front of TV was past dirty, & to top all that off blood on the mattress pad. A trip to te service desk and we were moved to another room and compt breakfast. We found a new empty water bottle shoved on top of the mini fridge but at this point was to tired to report it. Now we have key issues. Unable to unlock room door with my phone then the physical cards stopped working. Im not sure what the glitch is but I was tired of running to the service desk. The light in the shower turned into a strobe light light so now I'm back to the service desk. We are now on a first name basis. I was told someone was on their way now to change the bulb. 30 minutes go by and I call for an eta someone came shortly after and fixed the issue. ~We ate dinner in the restaurant on-site Salads were great, risotto.had no flavor and was over cooked but the worst part was service was TERRIBLE AWFUL PATHETIC no refills on water wasn't asked if we wanted dessert or an after dinner drink . Nothing because the server NEVER checked on us. I had to ask for the check. ~ The compt breakfast was amazing until my husband while eating bacon got more than he bargained for. We are not exactly sure what it was it was hard and hurt his teeth. I gave the object to a server telling him what had occurred. It is so rare that we have the opportunity for a vacation away from home to say we are disappointed would be a huge understatement. We chose the Hilton expecting a relaxing stress free stay boy were we wrong. Not having consistent access to a room we paid for was ridiculous and the sheer lack of housekeeping quality of the first room is disgusting. I do have to say Elliott who works at the service desk is the BEST!!!! His care and compassion is so top-notch the Hilton should recognize how fortunate they are to have him on their team. He should be at a 5 Star resort. We have zero plans to stay at a Hilton again and I do plan to share my experience with everyone i can. Free breakfast doesn't begin to cover up a horrible two night stay.
• KK

  Kim

  5 days ago
  1.0
  My bed had hair and in it. The room had a stinky smell. They asked me how My stay was , I told the manager and he tried to belittle me and was very condescending. To top it off they charged me almost $500 twice and told me my bank has to release it or wait a few days and it might fall off. The question is why did they charge me twice anyway. The quality of the place, moral values of management and the team is gone. Please check your bank account and or credit card statements to make sure they did not do this to you as well. This use to be a reputable place but not anymore.
• RI

  Ralph Branch, III

  Feb 22, 2026
  5.0
  The location of this hotel was perfect. Parking lot was well lit. Checking in was simple and easy. I did not appreciate having to pay for another parking pass, but that comes with the territory. The lobby was very interactive with a restaurant and business center located in the center of the building for your convenience. Staff were also very accommodating. If anyone is staying in the area, I would highly recommend this hotel.
• KS

  Keith Schneider

  Feb 17, 2026
  1.0
  The rooms have not been updated with smart TVs like every other Hilton, garden inn and Hampton location
• BB

  Brittan Binder

  Feb 14, 2026
  5.0
  Check in process was wonderful, Elliot brought joy to my very tired self and really brightened my day. The other staff members I briefly interacted with were also really nice. Everyone had smiles on and were so positive which I appreciated. Lobby was lovely, hallways clean and the room spacious and very clean.