DoubleTree by Hilton Richmond - Midlothian

Breakfast was wonderful as were Sabrina, Chastity and Janette. Issues: First Room 231: The lines were blown out Thursday and hot water was running from shower & sink. I cleaned both. Bathroom floor wet - I dried. Also the AC would not work right. Moved to Room 334: Toilet wanted to overflow every 2 flushes. The sink spewed water as there was no aerator. The water in the shower would not cut off. We reported the problems and told they would be and were fixed Friday. Not done. Reported again and told it would be done Saturday. Only the aerator was put in. Then we noticed the hand held shower wand had a split line. Reported and not fixed. After 5 attempts to inquire about the repairs and my husband saying he was going to give them a 1 rating, they put in the aerator and attempted to fix the water cut off in the shower. Still leaked unless someone really strong turned it with all of their might. Then yesterday the sink started stopping up. We did not report it as we were leaving today. And, the Cleaning person came by yesterday - I said we will be gone in 20 minutes. No service that day. Last, there was a $10 parking fee not known until checking in the hotel. They waved it when we had to change rooms.

The hotel was in a good location. There was a. 40.00 charge added ( 20.00 per night) if you ordered extra things sent to your room. You got it back if you didn’t use it. Parking was 10.00 per night which I didn’t realize at the time of booking or we would have stayed at one of the many other hotels around that have free parking. The parking lot was huge and tons of parking was available so the parking charge is ridiculous. The restaurant looked nice but we didn’t eat there as you had to pay. The breakfast was not included in your stay. All in all the hotel is not worth the price and definitely will not stay there again. Will choose another just as nice and more reasonably priced hotel nearby.

Breakfast was definitely not worth it. Everything was cold (at about 9:15) including the eggs and not much was left. Only got taken once.

The hotel was very nice. I just have never had to pay for parking . I can see paying in a parking deck but not a parking lot.

Location

The hotel is great and the staff were friendly. I didn’t give a 5 star review because you have to pay to park even though you are a guest and also breakfast was not included. For the price of the stay I felt those should have been included. For that reason I will not return to this hotel. Felt as though I was being nickled and dimed.

Me and my boyfriend found 3 roaches and we end up moving rooms in the middle of the night.

Very friendly staff, super clean. Wedding we were attending reception held here. Wonderful experience all around!!!

Staff was nice. Hotel was clean. Room was clean, one of the drawers was broken, but plenty of other room for unpacking, the pillows were amazing. The gym was nice, a lot of options for working out. The warm cookies were really yummy. My only real complaint was the pool. I picked the hotel specifically for the pool. It didn't look like the pictures at all and the water was cold and murky. We couldn't see the bottom, so it was a little creepy. I missed the part about the parking fee, so that was kind of a bummer too.

The receptionist made several mistakes and had a poor attitude during a simple check-in. They certainly don't advertise that the typical little breakfast buffet, with terrible-tasting scrambled eggs, is not free. No free breakfast. And the signage in the large parking lot does not make it clear that parking is not free for hotel guests. It should say, "PARKING IS NOT FREE FOR HOTEL GUESTS." I got a parking ticket.

Breakfast buffet was very good indeed. Set up of facilities was good. Staff were all helpful and friendly. Building feels a little tired. The women’s bathroom in the pool area had problems - toilet wasn’t flushing and faucet wasn’t working. Pool water was also cloudy…

Breakfast buffet was very good indeed. Set up of facilities was good. Staff were all helpful and friendly. Building feels a little tired. The women’s bathroom in the pool area had problems - toilet wasn’t flushing and faucet wasn’t working. Pool water was also cloudy…

The hotel itself was nice, however, I found it frustrating that they make you pay for parking in their huge parking lot. It just seems like a ridiculous fee considering that they are not in the center of Richmond. Parking fees should just be include in the total cost when booking.

Arrived at the hotel ahead of check in time and we were able to get right into our room and settled before heading to the event thar brought us to Richmond.

The hotel was located close to restaurants and shopping.

The hotel was located close to restaurants and shopping.

The cleaning service

Locations The cleaning service

Despite renovations rooms were dated and not very clean. Air conditioning did not work well, could not get below 74 despite being set at 60. Trickling water pressure. Told front desk staff but could not be fixed.

Very good

Very outdated and dirty room for the price. Customer service was great!

The property was the same (as pictured online), rooms were nice, breakfast price is separate, parking is 10.00 per night & they text upon arrival to let you know (to reach out if any issues during your stay).

Room was clean, stagf was cordial. I suggest installing newer water filters to refill reusable bottles, its gets you more green points.

I did like the location I did like the bed Room was dusty, Showerhead, shower curtain rod was rusty. I could have gotten pass that, overall, the room was clean. The fact that you have to pay for parking at a place you have already paid to stay is egregious. Did not live up to the Brand. First and Last time.

I did like the location I did like the bed Room was dusty, Showerhead, shower curtain rod was rusty. I could have gotten pass that, overall, the room was clean. The fact that you have to pay for parking at a place you have already paid to stay is egregious. Did not live up to the Brand. First and Last time.

No complimentary breakfast pay for parking. There is fees they don't tell you about!!

Clean and nice No complimentary breakfast pay for parking. There is fees they don't tell you about!!

Very good

Did eat breakfast

Breakfast was good. Staff was friendly but I would not choose to stay there again.

Everything amazing

Very helpful making our team experience excellent.

Location was great Umm gym too small only 3 people were there and felt crowded.

Location was great Umm gym too small only 3 people were there and felt crowded.

Clean room , great staff

Very good

Fell like Hilton has given up on the Double Tree brand. Very dated rooms and facilities.

Fell like Hilton has given up on the Double Tree brand. Very dated rooms and facilities.

nothing special. just a run-of-the-mill average hotel. Not up to Hilton standards, and I'm Hilton Honors so I've stayed at a lot of excellent Hilton Hotels. The warm cookie was good. Pretty much everything could be improved upon.

It was clean.

Staff was very friendly and helpful. Room was comfortable and clean. Did not eat at the hotel. Was disappointed they now charge for parking and 10 dollars/night seemed excessive for that area. Will likely research other hotels for future trips for very reason.

Front desk staff person was rude and not at all friendly or helpful.

Breakfast was amazing! Worth the up charge!

M

We stayed here in February of 2020. At that time the hotel was great. This past visit was disappointing. Supposedly the property had been completely renovated, but it was not as attractive as it had been in 2020. Also, even though there is a parking lot, we were charged for parking. On a positive note the staff was very nice. Overall, I would not recommend this property.

Great service

Limpio, comodo, excelente lugar

Awesome stay! Wonderful service! Highly recommended!

It needs just a little extra upgrade. The tv kept going out and the fridge wasn’t working. But the front desk staff were amazing.

Clean and well trained staff

Yes for the bar never went to the gym

The room had mold underneath the sink. The wood was rotting. The picture frames were cracked and falling apart. The room was clean. That’s about all very disappointed. Had to get a different room that night. And the other room, the toilet paper thing was falling off the wall, and there were some wires underneath the heater old telephone wires that were bare wires not safe at all.

Everything was great

Wet bath mat left in tub. Cleaned towels/ wash cloths left piled up on sink area not put away. Sinks and tub not cleaned. No Cups left in room for Coffee. Coffee machine was not clean. I rinsed out and black debris came out of machine. Decided would not use. Tissue box left with 2 tissues. No back up. Never encountered paying for parking at a Hotel that has an adjacent parking lot. Wi-Fi connection not good. When asked how was our stay, I informed the front desk at checkout and they reimbursed me for parking. Which we felt we shouldn’t have been charged for in the first place. Staff member(s) need to be retrained on cleaning and stocking rooms. We encountered two staff members that were pleasant and courteous; Margaret at check-in and the gentleman at checkout. Otherwise I did not find other staff as personable.

This is an old hotel. It was clean but the lobby had a weird smell and the bathroom in the lobby had something broken under the sink. No one came to clean the room during the 2 days we were there. The showerhead sprayed water everywhere a the sink in the bathroom was cracked. Breakfast was ok. Staff was very helpful and nice. Fitness center is very small but it has the essentials.

Was told breakfast buffet not available. I paid extra

Thomas at the Front Desk was great and friendly! Jeannette in the dining room was very attentive to my requests. The Bartender was fast and attentive as well, even through the rush of patrons! Overall, I had a great stay! The team work is very evident, and you can tell that staff enjoyed their job! The hospitality was great and I will definitely book another stay there in the future!

Other than that, it was a nice stay

Front desk staff went above and beyond.

We most likely will not stay here again.

Prepaid for breakfast buffet which hot buffet was not available.

The room was good but we were not happy about the hotel charging for parking in a standard parking lot. Hilton Hotels are losing my business because of the additional fees and no free breakfast.

The room was clean and the bed was very comfortable. We had a little trouble adjusting the temperature as the wall thermostat did not work and the under window unit was a little loud, but provided some temperature control. The fan in the bathroom was extremely noisy and as it is attached to the light switch, you cannot use the bathroom light without the loud noise. All front desk staff were very friendly at check in and check out.

The plug on the bathroom, he was not working

worth

We had to complain because it was 1:30 in the morning and the people up on the next floor, where I don’t know if they were having a party or whatever but you could literally hear them using the bathroom.

Great Stay

Nice Hotel. Polite staff. The price for the breakfast in the morning was expensive for what was offered. Also, they charge for daily parking even though they have on site parking.

The staff was friendly and helpful, but the room temperature was hard to control and the heating unit was noisy. Also had a problem with a runny toilet.

All

Staff! Every staff interaction was a positive especially Elliott and Vickie. We were there for my father's funeral and Elliott went above and beyond to make our stay without stress. We thank him from the bottom of our heart!

Clean room and friendly staff.

Yes

Ell

We didn’t have breakfast. The second day of our stay there was a fire. We had to stay out in the cold for 3 hours then relocate to another hotel at 1230 in the morning

Very nice. Only thing keeping from 5 stars is the parking charge. Ridiculous in that location.

Everything in general was great. The cleanness , the food , the staff. My kid enjoyed the indoor pool with his friends. Comfortable beds. Thanks

The room needed updating. Things were falling apart.

In town for a lacrosse tournament and the staff was welcoming and the room was clean and comfortable. Wonderful stay.

Great stay

Non-challant irresponsible behavior by management. There was no electricity in the room and they refused to do anything about it. Called several times and actually walked to the lobby, they wouldn’t budge.

There was a giant cockroach crawling on the wall in the room. The front desk said they had no other rooms available with king sized beds- totally fine. They refused to issue a refund saying ‘we can’t just refund everyone that has a change of heart and decides not to stay’. The front desk manager was then supposed to call today to resolve this and did not. 0 out of 10

Cockroach in Room.

Clean room and Staff very grateful

The beds were comfortable. Staff was friendly and helpful with mobile pay.

Plenty of places to shop, dinning options and indoor activities for families.

Bartender wrote in higher tip on receipt after it was signed by my husband, over 100 dollars and manager for restaurant is yet to call me back about this incident despite leaving messages.

Enjoyed my stay.

Hotel was in a quiet location with lots of shopping and dining near by. Hotel staff were wonderful. Room was clean just smelled old.

The staffing was great and the hotel was clean.

Excellent area for walking

All around great customer service

Check in and out were easy, quick and the staff extremely friendly. The room was well kept, clean and fully stocked. I would definitely recommend the hotel to all my family and friends.

Front desk check-in process was bumpy in that the clerk did not enter our car license plate and make/model info into their computer system that was written down and then the following day we had a tag on our car window threatening to tow our vehicle. Why would this hotel in this Richmond, VA suburban area charge 10 dollars per day for parking? No other local area hotels charge for parking. Total money grab. Lobby was out of coffee each time that I attempted to get coffee in the morning.

I was able to rest. Very important!

Overall a great stay! The front desk staff was honestly the highlight, they were all so friendly and helpful. The room was exactly expected and the area is great!

It was clean

This was a great hotel I want to give a shout out too a few people.

Only bad thing was no internet

Elliot went above and beyond during our stay and made our experience wonderful. Great employee

I love this clean, comfortable, friendly hotel. This is where I will chose to stay every time I visit Midlothian from now on.

Elliott at the front desk was amazing. Had a few hiccups but he made up for it with his excellent customer service and timely responses.

Amazing staff

Everything was really nice, but the parking was stupid. You had to pay to park for the duration of your stay. and then you got a ticket almost every day anyway.

Great Hospitality!!

Bathroom had a hole in the ceiling with plugged with t-paper. Area around room had towels, candy wrappers and empty wine glass sitting there for days. Asked for a box to take some breakfast buffet to my room and was lectured by a very disagreeable woman that they don't do that, even after explaining I was provided a box each previous day during my stay. Just wanted something to carry a couple danish in since you cant use the plates. Crazy inreasonable! Dryer broken. I stay at Double Tree's all over the country but never again in Richmond!

The staff was so rude, and didn’t even bother to help and when I even did get help it was like a bother to them so much and giving us such looks as if we aren’t people, I felt very judged within this hotel and did not like any of the staff, I didn’t even cause a problem, but I do love the room and where it’s located over all 3/5 stars

Loved it was in the middle of many places for food. Also super quiet!

1 night stay in between temp houses due to major home repair. Front desk staff was absolutely incredible. The one gentlemen who checked us and out - who sadly I don’t remember his name - listened to our challenges due to my wife’s medical condition and did so much for us. He changed our room to one that was better, he helped us on check out day in too many ways to list. We could not express how impactful his kindness, care and empathy was during a very hard time for us. Uniquely wonderful customer service.

Good location

The hotel was good. Staff was friendly and helpful.

Rooms were very comfortable, bed firm but soft topper; and real pillows with substance. Front desk staff friendly and helpful. Not a fan of parking service because it is tagged to length of stay and my vehicle was only on site one day.

Everything

Very professional, quiet, clean, and peaceful

No room was actually booked. I was not able to stay at the hotel. Booked a room with Expedia, not able to stay in hotel that was actually sold out

Great!

This property will begin charging guests for parking later this month. Ridiculous.

Front desk very nice and very helpful.

Check in was great fast and easy. Breakfast was also great. The cookies were warm and very tasty. Thanks to Eiliott at check in and Jeannette at the breakfast buffet.

Nice lobby. Room was a little out of shape, (cracks in the walls, a little dirty) hotel smelled funny too

Great location! Staff friendly and helpful. Room was nicely decorated and clean. Some little things in BR could use some replacement like light switch. Breakfast/buffet was good. All told, we enjoyed our stay! We even got warm chocolate chip cookies on arrival! Good ones! Nice hospitable touch in todays world!

Great location. Staff was very amicable and welcoming.

The place was good and I enjoyed my stay. It was a bit hard finding a working outlet to plug in my computer but other than that great

Quiet, besides fire alarm going off.

Great stay close to my end destination!

Friendly staff and clean hotel. The buffet breakfast was average for $20 per person.

Customer service was excellent.

They charge $10 for parking…shame on them!

Staff was fantastic and the room was clean and modern

Desk staff was extremely helpful and available. The ladies at breakfast were very nice and attentive. It was a lovely trip.

The bathrooms door making a big noise during open and close, The shower was too strong for the kids

Loved my stay at this hotel. The room was nice & clean. Front desk staff was friendly & welcoming. Staff at the breakfast buffet was very accommodating & pleasant to be around. The pool was cold so we didn’t use it. Convenient location, not far from many shopping & dining options

The main lobby was welcoming and entertaining.

Hotel is somewhat updated. Staff was not as courteous as expected. We’ve stayed at other Doubletree by Hilton hotels in the past and the installation as well as the staff have been amazing, not at this hotel. Seems like they were in a hurry to end their shift or just don’t enjoy their job. They advertise the convenience of room service from their onsite restaurant/bistro but no one ever answered the room service extension so we had to go downstairs to order our food. Food was plain and lacked flavor and presentation.

Great!

enjoyed my stay last night. room was clean and comfy.

This place is a disaster, kids running thru the halls at midnight.

I used Expedia to reserve a king room. Checked in and was given a double twin room and advised there was $10 a day parking fee that was not disclosed. Numerous issueswith the room - TV didn't work - mold in the refrigerator - thermostat broke. Staff was helpful but said they could do nothing because I used a 3rd party. Complained to Expedia who did nothing. Book through the hotel and not Expedia.

For the low price I paid I was happy with the hotel and room. Also, the staff were very nice and I am grateful for the event staff in particular. However, it is not a 4-star hotel. Definitely only a 3-star based on ammenities and condition.

I wish the bedding cover and the bathroom were clean.

Hotel was great

The Front Lobby and breakfast area had no heat, you needed a heavy jacket just to eat breakfast and by the time you got the food to the table it was already Luke-warm to cold.

The front desk staff was very helpful. However, when I booked, it was for a certain room and upon check-in was never notified that room was unavailable and given keys to a room that was less than optimal for my wife and I. Would not consider staying again until after construction is completed.

Under construction; we knew that beforehand. So, it was rather empty. Staff was friendly, upbeat and accommodating. Breakfast is always good, with some made-to-order items. We are glad to see Sabrina when we visit; she is a pleasant addition to our stay.

Property is presently under renovation. Given a very recently renovated room. It is very nice. New, comfortable bed. Everything clean and tidy.

First off Doubletree is my hotel of choice. I booked this room for me and my family. Upon arrival. The whole property looked like it was not even open construction going on everywhere. piles of trash, 6 foot tall out the view of my window. The pool was under construction. That was the whole point of choosing this property was so my daughters could swim. Not happy will not stay here again. Feel like I should at least get a partial refund on the stay.

The staff at this hotel were very kind, but the hotel, elevator, and rooms were not clean. While getting into bed, we watched a cockroach run across the TV stand/dresser. I had stayed here previously a few years ago and did not have this experience. Disappointed.

While some of the area was under renovation, it did not affect the quality of our stay. The best part was the unbelievable service we received when checking in. They were super attentive to the needs of my child and tried their best to find some snacks that she could enjoy. The cookies were super delicious and much needed after a long drive. The room was very comfortable and spacious. The area has plenty of options for food. I would definitely recommend this hotel to anyone that is staying in the Richmond area

Ned to drop there price when they are remodeling too much dust and Libby was to cold needed heat in the dining room was to cold didn’t really enjoy my breakfast

Was a little unsafe for walking

Customer service was wonderful. The hotel lobby is under a renovation and the staff was doing all it could to make everyone's stay as comfortable as could be. I look forward to seeing the finished product.

I was aware the hotel was being renovated from my previous stay in October. I was surprised by the bar and lobby renovations as well as the one elevator. Otherwise, our stay was great. Had the hotel been more crowded this may have been an issue. I plan to stay at the hotel and would recommend to friends.

The hotel is under renovation, and almost all public space was in some form of repair/disrepair.

The friendly hotel staff moved us out of our first room because it was dirty, and the whole floor (6th) smelled like pet urine or something similar. Our new room was on the 7th floor, and the atmosphere was much better. The lighting was brighter, the smell was very clean, and we could tell it had recently been renovated. As mentioned before, our room was clean overall, but it seemed like many parts of our room (mainly bathroom) needed to be redone. Also, our room door was crooked, so it didn’t shut easily, and there was a gap in the top of the door frame because of it. Still worked, but just an observation. Overall, our stay was good, as we had a comfortable and clean bed to sleep on, and the staff were very friendly and helpful. We just expected much more from a higher end hotel, especially for the price we paid. Thank you for allowing me to voice my feedback!

Staff

Very outdated rooms with broken fixtures, torn window coverings.

The lobby construction was a little chaotic when we were trying to leave as the workers had blocked the door with a big piece of machinery & that would be my only complaint

The construction is slowing down the use of the elevator…there’s only one in operating 😬

My stay was a nightmare with no access to any amenities hotel was under construction walls were stripped workers using heavy machinery my kids was scared and I want a refund and was denied

It was ok, but hotel was under construction for renovations so the lobby was a mess, services limited & not at all worth as much as what we charged for!

I was put in 619 Tuesday night after traveling 2400 miles here. This room was booked and paid in full on September 24 and Thomas checked me in and said Tuesday evening at 9:30ishpm and stated “there were no renovated rooms available because of your late arrival”. When I got to room 619 the carpets were gross, there were hairs throughout the bathroom floor, and makeup smeared on the walls. I was exhausted from my travel and needed to sleep for work the next day. Wednesday evening, I went to the front desk to get a new room, the woman at the right side register was extremely confused and said “they may have moved your stuff into room 721” I said I never authorized that and if anyone touched my items, I would be extremely upset. You do not make statements like that to your customers. I got into 721 and the room was better, carpet looks clean. However I went to take a bath and I’ve attached photos of what looks to be black mold. This is unacceptable to allow your guests to stay in these conditions. So disgusting.

Front desk staff was super nice and professional , room was clean

Much of the common area was under construction. The room was clean. I had an issue with a rude front desk employee, but the other employees were very kind. The manager Cody called me personally when he found out about the employee issue. He was very professional and politely promised to take care of it. He offered me points on my account.

The property is undergoing renovations, no big deal. HOWEVER, if there is a big event is taking place, the front desk should ask if loud music is going to be bothersome. It felt as if we had a room right above a club with music bumping and patrons yelling and hollering until 3AM for 2 nights in a row. Not acceptable!

Don’t let the photos and info fool you- this hotel is an absolute dump.

Very annoyed we were not told about construction ahead of time. The pool and restaurant were closed. We could go across the street to use some pool at some other facility, but who wants to run all over in the swimsuit in November?? The whole lobby was under construction. So much so, we couldn't even figure out where to check in at first. Most of the staff were nice, except the person who checked us in initially. The tub wasn't super clean, the beds seemed like the smallest doubles ever, and they only provided 3 towels (4 people in our room). We asked for a towel refresh and each time specified 4, but would have to go back and ask for another afterward. It wasn't the worst ever, but it definitely wasn't the best. The breakfast was very good, but not worth $18 a person. Other hotels have similar breakfasts included, without construction noise! Wouldn't recommend staying here.

Room was outdated. Hotel is going through an upgrade.

Every thing was okay except the free breakfast. The chicken sausage were like cardboard

New paint and carpet strong smell

Staff was very friendly. Property was clean and area felt safe.

We were here for my wedding. My husband received a room that was not cleaned and had to go back down stairs. The only compensation received was a food voucher of some sort. The manager told me that all rooms came with a pullout couch and this was not so. We purchased two rooms and neither had a pullout couch, let alone a couch. They did have a chair in which my brother slept in. My children slept on one bed, my husbands family member slept on the other bed and my husband slept on the floor. I normally have no issues with my stay, but this time was quite different.

Overall the staff were very good and friendly, and very accommodating. The breakfast was also very good, and included with my room fee. Unfortunately the cleaning staff forgot to replenish my coffee and cups, which I didn'tnotice until the morning:/ When I texted the number they sent me I didn't get any reply. That was a bummer.

Too expensive. Now charge $20 for self parking lot . Open and unsecured

Nice

The hotel was noisy and dirty. Dusty, under renovation.

Overpriced for the condition of the property/furniture

The front desk manager upon our arrival (Cody) was phenomenal. We had an issue with room service and he helped remedy the situation in a fast turnaround.

Very nice relaxing property loved the lounging area.

Nice place. Needs a place outside to enjoy a lunch

We like the breakfast. The hostess Cade? and Sabrina were great. At the bar, Katrina was accomodating and entertaining.

Everything was fine

Hotel rooms are very outdated.