Embassy Suites by Hilton Richmond

When we came to check in, the lady was great but wanted to give us a different room than what we booked- after waiting we finally were able to get the correct room. The breakfast wasn’t great, the juice tasted watered down. The air conditioning wasn’t working properly and our room stayed at almost 80 degrees the whole weekend. For the money, I would not stay here again.

Good

We came to stay for our anniversary and it was the worst experience. We couldn’t enjoy the bar because there were kids everywhere which was weird. We didn't know about free drinks until 7pm until it was over. Then we were up all night because the hotel just lets people and kids run up and down the hallways all night long. Outside of our room and the floor above us. Tried to call front desk many times between 12:30am and 1am with no answer and people just were loud all night long. We got up and checked out asap and we were so tired we could barely drive home. So disappointed. Our bathroom door was so water damaged and moldy it had a hard time closing. The pool was so cloudy and nasty you could not see the bottom and it was so low on water there is no way it was filtering properly. No one is clearly taking care of the pool so we did not use it and the pool was one of the main reasons we chose this hotel. We feel $226 a night was way over priced.

Bar area Room had no A/C I called front office went down there , lady said it was alot of peoples air messed up and they would get right on it . Me and family went out to eat come back room is 81. I go back downstairs ask did room get check while we was out for 3 hours. She couldn’t give me answer. They decided to move me and the other room did not have a/c . Kids running around in hallways all night. Breakfast is good tho.

Exceptional

Nothing Everything

The replacement room was in poor repair with broken lighting, and worst of all, the mattress and pillows were heavily and severely stained. Hospitality was severely lacking. A staff member named Carol forced guests out of the atrium common space before posted closing hours so she could leave early (after breakfast), hovering over us so uncomfortably that we left just to avoid a confrontation. Most alarmingly, the elevators are a major safety hazard, violently jarring guests when moving. The county inspection certificates posted inside the elevator cabs are years out of date (one expired in 2021, another in 2024). While l appreciate that the front desk manager took immediate financial accountability, I strongly advise booking elsewhere until local code enforcement and health inspectors review this property.

Comfortable and quite. Great Breakfast as usual.

Disgusting hotel. Mold all over the bathroom walls and on the carpet. All the vents were leaking on the beds. Bed sheets and towels all had stains on them. Would not stay here even if it was free. Absolutely disgusting hotel. True shame it’s a Hilton.

Great friendly staff. Breakfast was delicious. Clean facility.

We checked in using the mobile app so we could choose a room near the elevator because of my wife’s mobility. The unfortunately the elevator was not working properly so we had to walk further than expected. The side doors were not operating for card reader so when returning we had to park and walk. There were areas in room that were not working (refrigerator, lights). The chef for the omlete station was rude and argumentative. We were there for only 1 night so no need to complain.

The hotel need some updates. Our bathroom door was broken. The breakfast and happy hour was great!!! Also the rooms are spacious

Our first day they literally had a system crash and could no provide a room for an hour. Our check in was around 11pm. We did receive $100 discount off our stay. But the close was of each room made noise a problem. 7/10

Taylor the server was a breath of fresh air. I had to switch my room each day to uncleanliness

Taylor the server was a breath of fresh air. I had to switch my room each day to uncleanliness

Yes, fresh, clean & great selection of food. Turkey sausage was the best surprise!

Just about everything. Hallways elevators and Floors could have been cleaner.

Just about everything. Hallways elevators and Floors could have been cleaner.

The embassy suites in Richmond is very convenient to get to centrally located. If you are visiting Richmond, Virginia, the property is beautiful. There’s always a relaxing environment in the breakfast is wonderful.

Everything. Comfy, convient and the balcony was a plus!!! Everything was good

Location. Common areas. Room bathroom was atrocious.

Room bathroom was atrocious.

Everything. Comfy, convient and the balcony was a plus!!! Everything was good

Our room was clean, but: 1) The bathroom door would only close if lifted and slammed. The hinge wasn't fully screwed into the jamb and the maintenance person who visited the room claimed " it can close" so he performed no work. Not good for a couple where one of us had recent back surgery and the other has a bum shoulder. 2) One of the sheer curtains was missing in its entirety, prohibiting privacy while lighting the room. The second sheer was shredded, with large gaping holes. 3) The room was covered in leftover double-sided tape from somebody's room decorations. There were numerous on the walls and ceiling. 4) The bedroom desk lamp (designed to be a desk to ceiling mounted item) wasn't screwed into the ceiling and would topple over when switched on or off. The lamp was wrapped in blue tape, so I have to assume that hotel staff knew of this deficiency. 5) The suite door was missing a sweep, leaving a large gap under the door which allowed all of the hallway and atrium noise to filter into the room. 6) The shower pan leaked all over the bathroom floor. The doors sealed properly, but the leak was from the bottom of the shower itself. 7) Most importantly, the A/C was non-functional. Our room was 80 degrees and the hotel's resolution was to provide a box fan to circulate the hot air. This hotel has been entered onto our "no go" list. 2 out of 10 at best.

Booking .com is a terrible service to use. The representative misled me, lied to me and had me sign text message he sent to sham me out of $155.00 to book the room at Embassy suites. Stating all rooms were booked, this was a lie.

Booking .com is a terrible service to use. The representative misled me, lied to me and had me sign text message he sent to sham me out of $155.00 to book the room at Embassy suites. Stating all rooms were booked, this was a lie.

First issue was the ac in our room did not work. They said they’d send someone to fix it but never did. Second things were dirty both in the room, gym, pool and restaurant. It was truly one of the worst Hilton Brand hotels I’ve stayed in.

They have a bad elevators

House ke

Room was extremely hot had to be moved to a different room that was infested with bugs and had urine stains on pullout couch

The room we were in was extremely hot. The elevators were slow. There was only one stair well. The doors didn’t shut all the way, the pool chemicals were way out of range and the pool was extremely cold. The pool heater could have been turned on sooner since the hotel knew it was at capacity.

The room we were in was extremely hot. The elevators were slow. There was only one stair well. The doors didn’t shut all the way, the pool chemicals were way out of range and the pool was extremely cold. The pool heater could have been turned on sooner since the hotel knew it was at capacity.

Room was extremely hot had to be moved to a different room that was infested with bugs and had urine stains on pullout couch

Locations Didn’t receive happy hour, balcony was closed, which was the main reason why I came to that hotel. Front desk seem very nonchalant.

Locations Didn’t receive happy hour, balcony was closed, which was the main reason why I came to that hotel. Front desk seem very nonchalant.

We ended up with a very uncomfortable, noisy, and annoying weekend stay. Other notes: the fitness room was left trashed and our bathroom toilet would not stop running. We also had no tissues, shampoo or conditioner in our room which led us to the front desk for solutions. Overall inconvenient and would not waste our money again.

Stay was great, food was great. Bathroom was small

Breakfast was delicious! The bathroom are entirely too small

Great! Thank you! I appreciate the generosity and kindness

This property is very old and badly in need of updating. The elevators moved very slow, the rooms had an odor, the wallpaper was coming off the walls, the air vents were filthy, the bathroom sink linked, and there were questionable stains on the curtains. The staff was amazing and very friendly but the property itself was not good at all. People I traveled with ended up leaving and going to another hotel because of the condition of their rooms.

Great

Overall, we enjoyed this 2 night stay.

Breakfast was great. Evening "happy hour" (snacks/drinks) was great. Pool was very cloudy and made me question the cleanliness. Good location. Rooms are spacious with lots of lighting options. Bathroom is a bit small.

The air conditioning was broke and call for someone to come and they never then.

The room was clean breakfast was good enjoyed the social hour

Our AC was broken in the first room so we switched and thought it was working in the second room, but it wasn’t. Staff were nice enough and it wasn’t their fault but very frustrating experience. Someone also pooped in the pool and it was closed for a while and no one took the sign off for when it was reopen and I couldn’t get a clear answer if we could use it or not. Elevators were extremely slow. We really did appreciate the little happy hour though. Oh also our sink was clogged, which was a minor annoyance but still.

We booked the hotel to utilize the pool and were disappointed to see it was green and cloudy. And did not swim. We told the front desk but nothing was fixed so we did not swim

This property is wonderful the staff was friendly understanding and welcoming. If the prices was lil cheaper I think I’ll visit much more often. But this is definitely one of those you go to when you have time to enjoy relax and get a drink.

We’ve stayed here a lot over the years and it was kind of sad seeing it look so rundown. I’m not sure we would stay there again in the future.

Always amazing

Limited happy hour snacks, nobody to monitor area and someone put their hands in the bowl. Drinks were amazing. Breakfast was great! Pool was not clean, someone vomited in the pool and it was NOT shut down and drained or noted on the doors to enter pool. Overall the hotel could use some updating.

The staff was very helpful. The people during breakfast time were amazing

I am waiting to hear back from the property, but we unfortunately had to leave without staying due to the condition of our room.

The breakfast was amazing!!

The hotel is in a really good location (sheetz next door, walmart 5 mins away, etc.) It is quiet and has a lovely lobby and atrium area. The breakfast is fresh, delicious and has good options. The bathroom was a bit small/tight. The staff was very friendly and professional. Everyone was super nice. The pool was nice and humid. Very pretty with all the plants. Parking was safe. There is a $10 daily parking fee. The toiletries were good. My children had a great time.

Clean and bright and welcoming. Very friendly staff. Great area for socializing and cocktails. Been coming back for 30 years

AC did not work and our room smelled like smoke

Great staff, friendly and professional. Excellent breakfast. Quiet nights. Good deal.

Room was filthy, hairs on the bathtub, also stuck to the bathroom ceiling, sink clogged, AC not working.

Lights not working. HVAC not working. Musty room. Leaky toilet tank.

beautiful hotel, very hot, elevators are questionable and there were kids running around being loud on every floor.

Also smelled like weed throughout halls and outside. Rooms were spacious and functional although bathrooms were very tight

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Not Heat the room very cold not good .

2) Ac wasn’t working after a while they got it to work 3) the cover of the AC poped open making a loud noice

Room was very clean.staff and amenities was great 👍

The rooms were really spacious and updated. The breakfast was great and available early. Room service was very good and reasonably priced

About time for remodel. Visible wear on walls, paint & carpet. Bathroom small. All staff interacted with kind & friendly.

The staff was nice The room was outdated includingthe hvac system NO AC in winter, weird smell and the bathroom was small and needs renovation and repair shower leak

Breakfast. Happy hour Super clean rooms!! Bathrooms are too small tho Only drawback 😕. Room size in suite excellent but bathrooms should be extended out

Perfect

It was freezing in the hotel. We switched rooms a few times because of issues. Inside temp in the room never warmed up and it was 15 degrees outside. The room thermostat say 70 but it wasn’t close to 70 degrees in the room. We slept in our clothes. I will admit the bed was comfortable. We checked out the next morning and I was glad we received a nice discount for the room. The hotel is dated beyond measure with small toilets and a run down structure.

We did see a roach on the counter under the microwave. It was in the corner. Very nosey at 11 pm from the bar area. Water damaged in the room. Had to call maintenance for television not working .

Staff. was great

Rooms need updating, stains on the sofas.. Beds aren't comfortable. Biggest complaint is that the parking lot is pitch black. there are no lights and provides a potentially unsafe environment for guests. Also, to have a mini kitchen a larger trash can would be nice and would help guest keep trash up

our room had a maintenance issue which was a 2 bedroom so i got a call the day of check in to tell me, so we agreed on 2 rooms next to each other but they were not connected, they did offer discount, people who worked therw were outstanding and vwry nice. Lo ed happy hour, excellent breakfast...full breakfast buffet very nice

Everything was good

Clean room, friendly staff

Rooms were terrible. Thermostat broken in both rooms. Wanted us to move to a different room with our young kids at 9pm. Only stayed because we had to. Slow elevators. There were lots of teens/youth socializing in the parking lot after dark. Everything smelled bad

I chose to book this Embassy Suites because I loved my stay at some of their other locations. We did have an issue as soon as we got into our room, the front desk was very polite and accommodating and gave us a new room right away so the issue could be addressed. This specific hotel location, the rooms are out dated and need new furniture and some sprucing up. I did like our stay. The hotel staff and the accommodations like the hot breakfast are great. My family did enjoy the complimentary evening reception/ social hour( drinks (2) and snacks). We ended up ordering dinner there at the time and the food was great. It was a nice way to decompress in the evening.

Friendly, easy, and kind

Surprised to learn of a parking fee. Should have been mentioned during the booking process.

Surprised to learn of a parking fee. Should have been mentioned during the booking process.

Nice breakfast.

Older property but goodnshape. Staff was very nice

Clean rooms

Used to love Embassy in Richmond. The last two times we have stayed there were roaches. The wallpaper is peeling and cracks. The atrium is beautiful but it has lost its appeal with such bad rooms. The day they will take care of the roach problem but that was said the last time. And now we have to pay a $10 fee to park when we are staying there. I won’t be going back.

Perfect

We were very comfortable in the bar with great service. The menu options were great and food delicious.

Very pleased with everything. Certainly would stay there again if needed.

It was amazing. Especially for it being my 1st stay there. We will be back!!!

Room was very clean, and our stay was excellent! We enjoyed going down for the manager cocktail hour for a free drink! It was nice & relaxing.

We had an ok stay. It was one of the oldest Embassy Suites we ever stayed at and it showed in our room. Our bathroom was in desperate need of renovation. The heat did not work last night or the night before-we could not get it above 60 degrees on the last night. Breakfast was good-great staff there. Great location.

It was actually very nice and quiet. Although it wasn’t as clean and tight as I would’ve liked it

The floor was soaked by the bathroom could not tell from what. Mold on ceiling in bathroom. I’ve been staying here since I was 9 and I’m about to be 32. The condition has gone done but the price way up. Breakfast is underwhelming they keep it afloat with omelette bar. Staff is friendly

This was an overall good deal for our family. The common spaces were nice and the staff was very friendly and helpful. However the rooms themselves were spacious but weren’t very nice. The room was run down with peeling walpaper and dingy accessories and the extra bedding wasn’t clean. They did replace it though.

The cleaning lady was knocking on our door at 9 am when our checkout time was 12 pm, the toilet didn’t work and the balcony window was locked.

Richmond stays just got a whole lot cozier!

My ac was not working. Maintenance came out to fix it. After they left it did not work. It was so hot and uncomfortable to sleep in the room. A little disappointed

The ac didn’t work and the room could use a lot of maintenance. The staff was incredible though .

My room was dirty bathroom dirty and dog hair throughout room very dissatisfied they came recleaned room they said And still dirty I cleaned the room after that just do we could have a clean room When I arrived stated hotel.com changed room to long and I had 4 people on the room I am contacting the corporate office about this horrible experience

Room was not very clean and heat did not work in room. Told to cut off heat wait 10 minute to reset and cut back on the heat. Last 10 minutes and cold again. This hotel used to be top of the line and nowhas gone really down!

The Location was great for work in that area. Lots of things to do on your personal time as well. I did have a problem with fruit flies in my kitchenette. But that was minor.

Overdue for a renovation!

Room and hotel in need of obvious reno. Two broken elevators, room dirty and moldy. Toilet kept running, shower dripped and leaked. Room had an inch of dust everywhere. People smoking weed in front of lobby constantly. Staff was great but that was about it.

Loved the size of the suite! Great for our family of 5. Breakfast was very good. Very friendly and helpful staff. Rooms could use some TLC.

Spacious room, comfy bed and pillows. Delicious breakfast with omelette station. Happy hour with two free drinks.

I love staying at the Embassy Suites because the breakfast is amazing and the rooms are spacious. However, this time was not as pleasant. The pool was filthy when we went in the morning so we couldnt use it. During breakfast a group of young children were running all over the place and a few of the male children did not have shirts on and they were not supervised at the breakfast buffet. Guest were totally uncomfortable. I think management has an obligation to ensure that guest supervise their children and are appropriately dressed in the dinning area. I just wish people were considerate of other guest and used some common courtesy and etiquette.

Room was invested with bugs. Room all around was dirty and looked like it hadn't been cleaned in years, etc. After giving them this information, they refused to give me a refund.

Our air conditioning was not working in our room. After two visits from maintenance, they finally offered to move us. The next night, there was a big party in a room a floor below us. Security was called after screaming and arguing took place in the hallways.

Overall dirty and outdated

It was shocking that my child found a liquor bottle in our room and little to no help was given with linens, which left me questioning Hilton’s standards.

The downside is that the upkeep isn’t where it needs to be. The pool was one of the main reasons we booked, but it smelled like a fish tank and the water was cloudy. Most of us skipped swimming, and the pool was closed the next morning which tells me others probably noticed too. Our room also showed signs of wear, like wallpaper peeling, towel racks coming loose, and a faucet leak that dripped onto the towels below. Even the ice bucket had food residue left from a previous guest. Great concept and great staff, but the property really needs some updates to live up to its potential.

Elevators were so slow, wait time 6-10 minutes, one day was 15 minuntes, because it was weekend and busy.because only 2 elevator working, other 2 have been out of service and broken for months. Staff in breakfast area Daryll, Yvonne, Carrol were extremely helpful and very friendly. Annette at front dest very polite and friendly, all others were always preoccupied with their phones to greet you. GM John was extremely helpful and caring.

We arrived in a Friday afternoon and since the beginning we found issues. Like the bathroom was half cleaned one of the curtains had a big hole, and the sofa bed the Lining was not clean and definitely had residual of an animal staying there. Definitely I complained and they cleaned it and changed the lining. As an extra note. I was in the fifth floor and the sound of the bar was so loud that it was very uncomfortable at night. Overall, very disappointed with my stay.

Nothing was great about the property, bathroom was very small, sink was leaking unto the floor, waited 10-15min for elevator on the side I was staying.

I am writing to formally report my recent experience at the Embassy Suites Richmond, which was far below Hilton standards and deeply disappointing. During my stay: • My first room had blood stains on the bed sheets. • The second room (837) contained mold stains, rust, water damage, and leftover food. • Elevators were out of service, causing severe delays. This was not the level of cleanliness, safety, or comfort I expect from Hilton. In fact, I felt extremely uncomfortable staying at this property. The only positive aspect was the breakfast, which was excellent—but it does not outweigh the overall poor condition of the hotel.

I couldn’t sleep because the hotel staff allowed a party to rage on outside well past midnight despite being asked to tell the party people to stop yelling and screaming outside. It was miserable because my daughter had an early morning tournament at 7 am. We didn’t get any sleep.

We changed rooms because of issues with the bathroom. The first room had water damage in several areas; the second smelled damp and the air unit sounded like it would break down at any moment. It would have been unacceptable at half the price.

Everything is well. One thing did not like, they charge extra for paking. parking

Overall fairly nice stay. Nice staff. But property needs work. I was awaken by wallpaper falling on my face. As soon as my sister turned on the shower, the shower head had fallen off… the pool was extremely dirty. The hotel could use a lot of work.

Front desk staff were helpful and knowledgeable, but not patient. Complaints: original room's HVAC did not work and showed many signs of damage from exessive humidity - swelling doors, wallpaper peeling off of wall, damp textiles, probable mold and musty odors. There was also a large spider in the sheets. There were not extra blankets avaliable. Pillows were flat.

Horrible customer service.

Asked for a higher floor then our original room which was first floor first room next to front desk Said they were completely full but then Had to be moved 3 times huge bug in tub in first room and things were decaying off walls and tub and ceilings. Panels are exposed on walls. Second room had no working ac unit had to be moved at 3 am also no remote for tv everything g looked run down in the 3 td room couldn’t even get back to sleep. Needs major upgrades the worst embassy suites I’ve ever stayed in. Period still u0 4:07 am

The way they were able to get the customers together be having happy hour, games and snacks, the staff was great especially the morning crew Daryl who made sure you had everything you needed

Goodcstay

Utterly disgusting hotel. The place is filthy. Rooms are dates old and dirty. The roof of the indoor bar is cover in dust, pillows filthy, bedding stained.

This was by far the worst Embassy Suites I’ve ever been. I paid premium price for a run down hotel The staff was super friendly and attentive to our needs. I’m extremely disappointed

Nicely kept outside could use some work inside the property though.

Everything was good

The pictures looked very nice for this hotel, but it seemed run down and the room had a strong odor. Also the carpet was wet and the bathroom had mold. The air quality was questionable and the ac had a loud motor that clicked on and off all night.

Big room but small and terrible bathroom. Would not recommend. Room needed to be updated.

Room was dark and dated.

Clean and comfortable, friendly staff.

Also they removed all the vending machines from all the floors, you have to go all the way to the lobby for a drink/snack.

I wish i was notfiy when arriving that the ac unit isn't working, gave me a dirty room for check in, breakfast wasnt that great. It could've been a lot better but seem like they let this hotel go its not how it use to be. And for the price of the room it should've been discounted for stuff that wasn't working.

We chose this hotel every time we come to Richmond. It’s in a good location. Favorite things about this hotel: affordable, friendly staff, atrium, omelette breakfast, bedrooms with separate sitting room with tv, sink, microwave and small fridge and the shower water pressure is great!

The buffet breakfast was amazing.

The HVAC was not working properly average temperature in the room was 78 degrees.

Security was great no issues. Breakfast was wonderful and the made to order eggs were great made my morning. The lady there was just great She made the morning breakfast great. Staff at hotel very nice and no attitudes just real nice. When you write the hotel a email they respond very fast with answers to your questions. ME and my sister paid for the same type rooms but she got a upgrade to a corner room. Wish they had done me that way. But the first floor was great so that I did not have to use the elevator. I give the hotel a 95%. I would go back to the hotel and stay there again.

Started off in a room with no air. Got moved about 2hrs later then to handset to phone and top cover had stains on it but the air in 2nd room did work

Upon my families arrival we experienced no AC in our first room. The second day we were moved to a new room where the drain in the bathtub did not drain and later that night and later that night, I was greeted by a roach in the bathroom.

My sheets on my bed was already nasty, then they lost power more then one time so it was hot all night, housekeeping was veey rude, this one lady at the front desk was a big help..

AC didnt work, elevators incredibly slow, ice makers not working

Air conditioning problems

Only two of 4 elevators worked. Bath room were small Over all its was not worth the money, im a hilton menber, they didnt give a dam about that, Ive stayed in hotels for 85 dollors better then this one, A total desgrace for a hilton hotel And you billed it as a elite wowqzq a

No AC on first night.

The property is old. Some rooms had no air.The elevators were slow, and two were out of order. The staff is amazing food was by far the best!!! I loved the stay they just need to do a few upgrades.

HOT! Per staff they turn the AC off on purpose when it’s hot out because the owners want to save money. Owners will not update AC and heating to save money despite complaints. Pool was dirty and smelled horrible in pool room. Mold in the rooms, poorly put together, you can tell it was a fast job by non skilled people. AC unit in the room leaked the whole stay, took many calls and trips to the front desk for someone to come fix it. Had to keep a trash can under unit to catch water. Very noisy, you could hear everything going on in the halls while in your room. One elevator worked on each side of the building. Staff was very friendly and did the best they could working in horrible conditions. Staff would have sweat rolling off their face while cleaning and walking around the hotel but still had a smile on their face!!

If I could give zero stars I would. The hotel is old and not maintained. The pool was cloudy and dirty. We got a king suite with pull out bed and the pull out bed was disgusting. There were wrappers in it and blood stains. No way was I letting my kids sleep on that. The air conditioning was also broken and after asking 3x and them promising to send someone up I ended just asking for fans cause my kids needed to sleep. The walls are also super thin. You could hear everything going on. DO NOT STAY!

Multiple bulbs in lamps in room were burned out and needed replacing. Only two of four elevators operational causing long waits on a busy weekend.

Air conditioning leaked

Another guest told us the property is about 35-40 years old, and it's showing it in some places. Two of the elevators were broken, so it made things a little slower, but not too bad. The pool was over chlorinated and COLD!

Our room’s air conditioner leaked the entire stay calls to the desk did nothing. The refrigerator was not cooling. Beds were uncomfortable.

My only complaint was the bathroom shower curtains. They were very moldy and dirty. Bathrooms are extremely small and have no ventilation. Shower heads will drip out all night. Love the breakfast!

First time staying at this facility. Nice but bathroom is too small..

Experience would’ve been amazing but I had to call the front desk about a broken toilet from the time I checked in. No sense of urgency to fix the issue and I had to leave my room to use the restroom each time. Someone finally came the day of checkout around 9am and still did not fix it or change my room. The manager finally reached out to offer me free points that I still have not received.

II was really disappointed with my stay at the hotel. It wasn’t what I expected for the price. The family suite I reserved was quite small and had just one very tiny bathroom, which was frustrating. Despite adjusting the AC unit twice, the room remained hot. Additionally, the cabinetry looked outdated and definitely needed replacing. The mini refrigerator was also an issue; it was unsecured and shook when I tried to open it. Overall, it was a frustrating experience and certainly the most expensive and worst hotel stay I’ve ever had.

I had a mix up with my reservation with Expedia and the staff was not helpful in trying to help me sort it out. Very apathetic. However, the dining staff and bartender was great!

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Checked into our room and there was no air conditioning. Went back three hours later and the property had no power. No hotels available in the area. Drove three hours back home.

Great staff, food options, happy hour and our room was nice.

A/C wasn't working properly. Bathroom to small the door almost hitting the toilet when opening the door. The elevator was slow. For the price the hotel was a little outdated.

My only issue is that the AC was not working, and for an expensive 2 day stay, not having a working AC is an issue

Check in was easy and the staff was friendly. Upon arrival we found out the whole hotel was out of AC and thought it would be back to working soon. It was 78 in our room and we did not have a fan or portable. We did get a fan the second night as the AC was still out. The room was overall clean and nice with a few things to note. The lighting in the living space was lacking and very dark. There was also not a welcome basket or bar tools in the bar area where other Embassy Suites typically do. We also found the glassware was not very clean. And no hooks for the towels. Additionally two elevators were not working. Just a little inconvenient. Overall the staff was nice and helpful, the breakfast was great and we love they still have their happy hour, but the hotel needs some work.

This location has seen allot of wear and tear and could very much use a remodel. The elevators are extremely slow. Our specific room had a very loud AC that rattled nonstop. As a frequent EB suites traveler, one of the least desirable locations I’ve encountered. Doesn’t meet the standard I’ve been accustomed too

Great breakfast buffet. Love the courtyard style hotel center. Cons - Our room was in need of some woodwork repair. Sunday we didn't get any room attendance and only got room coffee replenished once during the 5 day stay.

Hotel needs a spruce up.

Elevators not working. False fire alarm requiring exit shortly after arrival. Noisy. Rooms in disrepair (missing handles on furniture, doors not closing easily and noisy).

Probably the worst Hilton embassy. First we requested a room with a balcony as it was advertised on this site. We get there and find they are actually sold out and no upgrades available. All I’m told by the front desk is open the window if you’d like. Nope can’t do that, it doesn’t open. Half the lights in the room didn’t work. The carpet was soaking wet in entire hallway with some fan attempting to dry it. Nearly slipped down the stairs because of how wet this floor was. I switched from a different hotel specifically because this hotel advertised rooms with balconies (they aren’t guaranteed even if you make a request apparently) and we end up with this rundown mildewy room. Disappointing doesn’t even come close.

Terrible stay

Ac didn't work throughout most of the hotel. Very hot and humid in all the rooms. Pool was not heated like we were told and no pool towels were available.

This hotel boasts stunningly beautiful common areas, including the lobby, breakfast area, and lounge, all meticulously maintained. The aesthetic appeal is undeniable. However, the elevator service was notably slow, with one elevator out of order during my stay, which caused some inconvenience. While the rooms are generously sized, the bathrooms are quite compact, especially considering our party of six. Another notable drawback was the lack of air conditioning, which could be problematic during warmer months. Additionally, some fixtures within the room appeared worn or in need of repair, with a few being loose or visibly dirty. Despite these shortcomings, I would consider returning. The breakfast was exceptional, offering a delicious and varied selection that truly stood out. The quality of the breakfast experience significantly outweighed the other issues. If the hotel addresses the elevator speed, bathroom size concerns, lack of AC and room maintenance, this would be an excellent place to stay.

Apparently something was wrong with the AC unit and the property was extremely hot. My room was at 75 for the duration of the time that I was there.

So overall the hotel was very nice. The offer of complimentary breakfast & evening snacks & drinks is a nice touch. However, this is a business/work hotel, not one I would say is for kids....hence it being a conference center. It was recommended to us by a friend and I didn't really do a lot of research. We went during the week because of spring break and although no one made us feel that way....I noticed how we were largely out of place. There were people there in suits and briefcases that were working. And the pool was not very big at all. I took 4 kids with me and awkwardly tryed to keep them quiet. As far as the room...The bathrooms are small and I wouldn't expect that in a hotel like this. The exhaust fan was not working, the bathroom door would not lock, and the faucet in the shower was very loose and very hard to judge the temperature of the water. However our room was very large, split into two rooms & that was nice beings I took 5 teenage boys who also brought a gaming device and they had their own area to play in. I would definitely stay here again, maybe just not with kids during spring break. It may be different in the summer months but definitely not in March. The staff was very nice & accommodating. The complaints I have are very small & trivial so overall 4 stars!!!

Natesha did her best to support as a member of the front desk team, but the issues were beyond her control. We were compensated with some points to our Honors account, which was nice. I just want to ensure that other potential customers are clear about where they are staying.

The property was dirtyyyyy and that is the nice way to put it

Property needs maintained….dated bathrooms, broken elevators and even rusted/rotting bathroom door frames. Elevators always broken. Staff and breakfast were great, but won’t stay again as kind of gross. Need to invest in property. Stay at Courtyard in Scotts Addition instead.

Their happy hour wasn’t so happy as we had timeframes for the events we were in town for and the lines were so long that we couldn’t enjoy that on either days. The indoor pool was a nice sight to see but the water was ice cold making it not comfortable to relax. They have a sauna room but not hot tub which probably would have made the experience better. The staff was super friendly and helpful as much as possible so we appreciated their assistance.

Absolutely miserable ! Hotel was packed and 2 out of 4 elevators were broken. Spent so much time waiting for elevator , taking stairs or riding up so I could go down ! First night my room was at 76 and I was sent a fan and told to open sliding door. 2nd night they sent someone to work on ac. When I left Sunday at11 the thermostat was on 56 and temp was 71 in room !

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We liked the room layout, decor and the hotel amenities. We didn’t like the HVAC not working, the mirror in the room being smeared with a dirty cloth, the dirt and large dead bug in the sliding door track. The hotel overall feels dark. Poorly lit.

Exceptional. Staff was very friendly and courteous. The exterior is a little outdated but overall we enjoyed our stay. I would stay here again.

The suite was in poor condition, paint falling off of hallway ceiling between living/kitchen area to bedroom. Trim in bathroom was dented and broken. Looked like maintenance had not touched the room in years. When calling front desk about conditioner for the shower I was told “what you have in the room is what you got” even though they didn’t refill any of it before our stay. As far as embassy suites hotels go this one is one of the lowest class ones I’ve ever been too.

Horrible experience. Room was too warm and AC was not working for winter. Kids were running all through property unsupervised and hotel didn’t stop it. 2 of the 4 elevators didn’t work. Place wasn’t up to Embassy Suites standards. It’s a dump. When I called the front desk to complain, I was told that these conditions were listed on their website. It was not - she lied. Do not stay here!

No heat in the room until the second day. I was promised blankets thag never came.

We had a decent stay our room was nice and spacious but the elevators kept going out and walking the stairs to the 8th floor was a lot.

The staff offered little in the way of an apology or compensation, acting as if this was just standard procedure. After a long day of travel, the last thing anyone wants is to deal with unexpected changes—especially when the downgrade wasn’t reflected in the price. To top it off, the room was below average and dirty. The ceiling was chipping and the bathroom was something dated in the late 80’s. If you’re considering this hotel, be aware that your reservation doesn’t seem to guarantee the room you actually book and I’d await renovations before paying the price. Extremely disappointing and will not be returning. The fact that Hilton signs off on this location makes me question my next stay with them.

There was a security guard working the evening we were there but instead of stopping the young children who were running around the hallways until 3 am he was focused on making sure you weren’t eating anywhere you weren’t allowed to. We were fine moving out of their restaurant, which was just the atrium, but then we were told to leave the pool area where the waitress told us we could take outside food. I wouldn’t be so bothered if the security guard had not been so focused on us but not the young sports team making noise until 3 am.

Room was fine, except the bathroom. All the door and wall hooks fell off; the shower floor didn’t drain for 20 minutes, and the sink didn’t have a stopper. But the breakfasts were abundant and healthy. Staff were all super nice and friendly.

The property itself needs to be updated and refreshed. The staff was wonderful and everyone was so friendly from the cleaning staff in the hallways checking in on us to the staff in the breakfast area. We were very pleased with the location and the staff made the stay pleasant.

The elevators were not working only 2 sometimes 1. The staff did not explain to hit the button on the side that says not working for elevator to come down. The top floor started leaking and I understand it's an older hotel but the fact you can't regulate hot and cold in a room is crazy. The hotel was expensive to stay at and almost feels like an outdated hotel for being a Hilton

Elevators not working but you can wait for the service elevator that doesn’t have a call button so you’re just waiting or take the stairs as I did. Pool is out of service. The King room I booked is not available. The room is a bit beat up like the facility. Leaking ceiling in a hallway the entire weekend that leads to the morning breakfast area. Add on top of all this our first night the noise that went on till 3am in the room above or around us was ridiculous. The second night was peaceful but that first night was out of control all night. Sad because Embassy Suites Hilton should be better than this. I will say the staff for the most part friendly and respectful.

A lot of children were running around with no supervision

Everything was perfect woulda definitely revisit

This used to be one of the best hotels to stay at in the Richmond area and now the prices have gone up and the quality down. Furniture in rooms torn apart rooms have an overwhelming bleach smell for it to not to be all that clean. Been staying here over 20 years and all of a sudden charging for parking??? Won’t be staying here I’ll be at the drury or Marriott residence inn around the corner

Shower drain was clogged, bathroom fixtures wasn’t fastened on the wall properly and falling off. Alerted staff about drain and was told they would resolve it but it wasn’t! For the price I was very very disappointed and dissatisfied! Won’t stay here ever again.

Elevators and a/c no works

Convenient

Facilities are dated. Only 1 of 4 elevators were working and seemed run down, especially the elevator doors. We have stayed here for years, however, have realized Hilton needs to invest some dollars in updating and upgrading the property.

I had to sleep on a roll away bed. So uncomfortably. Had fruit flies in the room.

The handicapped room I was assigned to (RM 217) had an elevator bank nearest the room that was not working thru my stay (the two of us walk with canes). Also, there were bugs flying around in the hotel & the room. At 4:55 AM on 2/1/25, the fire alarm went off, fire department did not respond. Went back to the room 20 minutes later. Cold air circulated in the restaurant area and had to wear my fur coat to stay warm.

We enjoyed the welcome Happy Hour and the hot breakfast. The staff was friendly and helpful. The room was quiet and comfortable.

This property construction must have only been for the lobby and bar areas. The rooms are still not upgraded, dirty, bottom of the bathroom doors panel wood is falling off because the shower wets the doors so definitely potential for mold. Tv panels falling a part. I had to change rooms and the next one wasn’t great either. I would never stay here again!

Bed was comfortable and clean

First thing I noticed was the elevators were not working I had several bags and had to wait a long time until the elevator that was working come. Then I got to my room and noticed it was really hot and my air conditioner would not come on. I wanted to warm up food there was not plate in the microwave to do so. On top of all of this there were several gnats in my room it almost ruined my daughter's birthday cake and pizza. I WILL NOT BE RETURNING.

Check in was the worse

Hospitality hour was average at best. Crackers and cheese. Free beer choice was only bud light ($5 for very thing else). Cocktails were ok.

I am not sure if there are smoking rooms in the hotel or not, however the smell from the ac unit was very bad. The dust that was in the room was so bad, I woke up with a migraine and very goopy eyes. When the sun came through the curtains you could see how much dust was coming in. The ac/heater unit was also not functioning properly. Overall it was clean, but it was not a good time waking up with all the dust/dander