Hilton Garden Inn Richmond Airport

Reviews

• RR

  Rob

  5 days ago
  5.0
  ROOMY ENTRANCE AREA, STAFF WAS QUICK TO GREET AT CHECKIN. ROOM WAS SPACIOUS AND CLEAN. BED WAS COMFORTABLE.
• KS

  Kelly Smith

  Dec 29, 2025
  4.0
  This was adequate for a work trip. The disappointment was a significant loss in water preasure when a pipe burst. There was no communication. This was very frustrating. Otherwise, it was good.
• JL

  John Larkin

  Dec 28, 2025
  1.0
  ​I am a loyal Hilton patron, and this was one of the most disappointing properties I have ever stayed at. ​Before booking, we called to confirm the hotel had a hot tub. We were told they did, which is technically true; however, it has been broken for quite some time. Having a working hot tub was a primary factor in our decision to stay here. ​We also encountered significant issues with the daily food credit. Upon check-in, we were offered a $20 daily credit for two guests. During checkout, the agent insisted the credit was a one-time $20 benefit per stay rather than a daily occurrence. Even after I showed him the Hilton app and website, both of which clearly state it is a daily credit, he refused to honor it. This contradicts Hilton's corporate policy and the information provided by three other staff members during our stay. ​Furthermore, the lobby was uninviting. The front desk was sitting in the dark, and when we asked why, we were told the lights produce a burning smell when turned on. ​The rooms are also in desperate need of updates. Our bathroom floor was dirty upon arrival, the shower drained slowly, and the light flickered constantly. Although we reported these issues, no one came to fix them. We eventually had to remove the lightbulb ourselves to stop the flickering. While housekeeping did refresh the towels, they did not make the beds. ​Unless you specifically need to be next to the airport, I would not recommend this location.
• JW

  Joe Waters

  Dec 17, 2025
  1.0
  Worst HGI I have ever stayed in. No hot water again. Note to management: pipes don't freeze at 39 degrees!! The Shamin Hotel Group should come stay at the Tampa FL HGI Airport and see what a real hotel looks like...Hot water, heated rooms, piping hot coffee and WIFI that works. Can't believe Hilton allows their brand to be tarnished so badly. Also they do not honor the Hilton Honors discount. They will tell you that you have the HH rate but it is the demand pricing rate.
• VR

  Volitta Robinson

  Nov 30, 2025
  1.0
  This bad review is solely for the terrible customer service we received. My husband came in to see if we could check in early…if so, great. If not, no big deal. He walks in and the front desk agent along with another girl (I guess she was front desk too) are talking to one another. Neither one of them greeted him. He asks if early check in was available. The girl just says “no”. Lol, I mean we didn’t really expect to get it but we tried. It was the way she said it. She didn’t look in the computer to even see if rooms were available. Didn’t ask his name or anything. He walks off and the two girls start laughing. He leaves out and we come back later to check in. He walks to the counter she says three things to him… “name on the reservation?” “What’s your last name?” “Insert your card”. He’s a Diamond member and she didn’t even do much as greet him by name. Didn’t offer any waters(even though there about 20 bags of waters behind her). For whatever reason this girl didn’t want to service my husband. I come in with him after grabbing my bags and as I walk by I ask for the waters that should’ve been given to us without asking. We leave out later to grab dinner and come back in to the same girl and another girl are there just staring. I mean if I you’re gonna stare at your customers at least speak. There was even a guy back there and he was just there doing nothing along with them. We’ve stayed here before and the lady we had was amazing. Yesterdays staff was terrible. Not a lick of good customer service between the three of them. I do want to mention that the housekeeper that was on our floor when we checked in was super nice. She greeted us with a smile and she really didn’t have to. The room has a jacuzzi in it and the room is clean and quiet. No issues with the room at all. Just the terrible front desk staff.

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