Hilton Garden Inn Richmond Airport

The location is very close to the airport, a Wawa, and a nice store called At Home. Staff at the front desk were very helpful and attentive. The lobby is very modern. The breakfast costs extra, but in my opinion it’s good. The tv in the room has streaming apps available such as Netflix, YouTube, Apple TV. The bathrooms are stocked with liquid hand soap, lotion, shampoo, conditioner and body wash. The room, however, appeared as if it has not been deep cleaned. There was dust on the walls, the desk was sticky, there were nail clippings on the ground. The window curtains appeared dusty. The air conditioner did not work (would not shut off). The rooms could definitely use deep cleaning and air conditioner maintenance. Overall, I would say that my stay was fine (3.5/5). My feedback to the staff is to keep being so kind and helpful because it truly made me and my mother feel very welcomed and appreciated. But also, please deep clean all of the rooms to ensure they meet the established standards.

Breakfast buffet was $15 a person and didn't look any better than a hotel that offers free breakfast. To sum up our stay...yuck!

The property needs to be updated.

Great service from staff and the location was perfect for our stay. Our room was clean and the overall hotel was nice! My sister and I booked a 2 queen bed room weeks before our stay, but when we arrived we were given an “upgrade” that was a king bed suite with a pullout couch full of springs. They were fully booked so we had no choice but to share a bed because there was no way either of our backs could bare those springs!!! Not sure if our late check in resulted in this “upgrade” it was a big event happening that weekend, so we understood but still didn’t like that part of our stay! Haha! Next time we will arrive before check in!!

Great service from staff and the location was perfect for our stay. Our room was clean and the overall hotel was nice! My sister and I booked a 2 queen bed room weeks before our stay, but when we arrived we were given an “upgrade” that was a king bed suite with a pullout couch full of springs. They were fully booked so we had no choice but to share a bed because there was no way either of our backs could bare those springs!!! Not sure if our late check in resulted in this “upgrade” it was a big event happening that weekend, so we understood but still didn’t like that part of our stay! Haha! Next time we will arrive before check in!!

The room was excellent. There was a huge communication error as we needed a ride from the airport to the hotel. The front desk staff member who answered the phone told me the white van would have Hilton Garden Inn on it and would be there in 5 or 10 minutes. After 45 minutes I called again and they said the van would be right there. Well the van that showed up had Airport Hotel Shuttle on it, and NOT Hilton Garden Inn. We made a reservation for the shuttle back to the airport and it was exactly on time.

Room was clean. Staff was helpful.

Great Location. Close to airport, shopping and a few restaurants

Subpar staff at front desk.

The restaurant was o.k. but the room was not. Mattress was broken down on both sides so you had to sleep in middle or roll out. The toilet ran all night and kept us awake.

Exceptional

Location was very good for our purpose. Breakfast was way too expensive for self serve. French toast appeared to have been reheated and several days old (difficult to cut or chew). Location was good for our purpose (wedding) . Lobby was dirty (wrappers on the floor and obviously not vacuumed in a while) Terrible smell in the lobby when we returned. Smelled like sewer gas. Our room was on the first floor next to the elevator and was noisy til 1 in the morning. Not enough towels provided and they actually ran out of of washclothes

Location was very good for our purpose. Breakfast was way too expensive for self serve. French toast appeared to have been reheated and several days old (difficult to cut or chew). Location was good for our purpose (wedding) . Lobby was dirty (wrappers on the floor and obviously not vacuumed in a while) Terrible smell in the lobby when we returned. Smelled like sewer gas. Our room was on the first floor next to the elevator and was noisy til 1 in the morning. Not enough towels provided and they actually ran out of of washclothes

Nothing No hot water, rooms were clean to the eye but overall wasn’t great. Pillows might as well not be on the bed because they are equivalent to sleeping on a piece of paper but you won’t get to sleep anyway when you can hear every conversation from each room beside you, above you and in the hallways. The tv connection hardly worked and buffered the entire time. I paid $500 to stay away from the hotel as long as possible.

Nothing No hot water, rooms were clean to the eye but overall wasn’t great. Pillows might as well not be on the bed because they are equivalent to sleeping on a piece of paper but you won’t get to sleep anyway when you can hear every conversation from each room beside you, above you and in the hallways. The tv connection hardly worked and buffered the entire time. I paid $500 to stay away from the hotel as long as possible.

Very good

There was a close to property sell out that should have been noted when I made a reservation as the property was overrun with children and soccer parents. This was impossible. The lobby was overcrowded and the hallways so loud with kids running and doors slamming shut. I had to make another reservation elsewhere and just lose my money. I did not appreciate the conditions.

Clean room. Friendly staff. Close to the airport.

Upgrade on microwave needed.Interner went in and out

Upgrade on microwave needed.Interner went in and out

Exceptional

First the reservation system was down and we waited an hour and 45 mins in the lobby after an almost 8 hour drive. Not even sure if or when it would be fixed. It was after 9 pm when we got in our room. The WiFi was not great so we had to plan our morning trip in our car the next morning. I paid for breakfast ahead of time in my reservation. The morning food workers acted as though they did not like their jobs. The French toast was hard and cold. It was disappointing. Your reviews show a 4.1 star rating. But we didn’t get that at all. 2 star is all we would give.

First the reservation system was down and we waited an hour and 45 mins in the lobby after an almost 8 hour drive. Not even sure if or when it would be fixed. It was after 9 pm when we got in our room. The WiFi was not great so we had to plan our morning trip in our car the next morning. I paid for breakfast ahead of time in my reservation. The morning food workers acted as though they did not like their jobs. The French toast was hard and cold. It was disappointing. Your reviews show a 4.1 star rating. But we didn’t get that at all. 2 star is all we would give.

The next day I was informed by staff that they would notify maintenance of the condition. The 3rd day a staff member made it clear that they had been waiting for parts to arrive for some time. 2. Intermittent wifi throughout the day throughout our stay. Daily we had to abandon wifi and use cell service for browsing, movies etc. 3. Running toilet: the flapper on our bath toilet had to be reset a few times per day in order to prevent the toilet from constantly running 4. Business room printer does not broadcast a signal to recognize so that devices can connect and is therefore of little value. This took some time to figure out. Finally, the front desk offered to print our items which amounted to a funeral program @ 20 copies. 5. Mini fridge not working. It does not turn on at all. Staff indicated that someone would be around to check but no one ever arrived On the positive side Housekeeping - efficient, thorough and responsive Food Service - reasonable quality and reasonable prices. We dined there often due to scheduling restraints Lobby - open with floor to ceiling windows on three sides. In the dead of winter, very welcom

The next day I was informed by staff that they would notify maintenance of the condition. The 3rd day a staff member made it clear that they had been waiting for parts to arrive for some time. 2. Intermittent wifi throughout the day throughout our stay. Daily we had to abandon wifi and use cell service for browsing, movies etc. 3. Running toilet: the flapper on our bath toilet had to be reset a few times per day in order to prevent the toilet from constantly running 4. Business room printer does not broadcast a signal to recognize so that devices can connect and is therefore of little value. This took some time to figure out. Finally, the front desk offered to print our items which amounted to a funeral program @ 20 copies. 5. Mini fridge not working. It does not turn on at all. Staff indicated that someone would be around to check but no one ever arrived On the positive side Housekeeping - efficient, thorough and responsive Food Service - reasonable quality and reasonable prices. We dined there often due to scheduling restraints Lobby - open with floor to ceiling windows on three sides. In the dead of winter, very welcom

Passable

Staff was ok

Staff was ok

Quiet area

Quiet area

Room was not as advertised.

Room was not as advertised.

Clean room the staff is great.

Clean room the staff is great.

Nice room No phone service w our cell phone and the keycard didnt work. We had someone had to escort to our room to enter, anytime we left. I feel like we should get a discount for this inconvience. We were there for our sons dental/ oral surgery graduation from VCU.

I appreciated the numerous options to exit the building. The early shuttle service. Also, when I notified the front desk regarding the iron not working. It was quickly corrected. The didn't enjoy the view from my room. Which was the roof with AC units. The bar closed early for a Sat night. Suggestion, since many visitors have early flights, it would be top-notch customer service if the front desk could have fruit, granola bars, juice, microwave breakfast options.

Proximity to airport, free parking Benign neglect. One patron came to front desk with his ice bucket while we were checking in bcuz NONE of the ice machines were working. One Desk clerk said she'd let maintenance known but there's no way all those machines suddenly have out. The desk clerks did the best they could

It was quite comfortable and the staff was very friendly.

It was quite comfortable and the staff was very friendly.

Not pleased with the hotel. Was traveling with our 10 year old grandchild who loves an indoor pool. When we arrived we tried to use the pool but the water was way too cold. The last two days the pool was closed due to remodeling in the hall where the pool was located. Before our last full day there, the desk clerk told us we could use the pool at the hotel next door, but we didn't try it.

Not pleased with the hotel. Was traveling with our 10 year old grandchild who loves an indoor pool. When we arrived we tried to use the pool but the water was way too cold. The last two days the pool was closed due to remodeling in the hall where the pool was located. Before our last full day there, the desk clerk told us we could use the pool at the hotel next door, but we didn't try it.

I chose this location because of the hot breakfast option. At check-in I was given the instructions for breakfast. However the next day breakfast was not served as the kitchen was closed. I would have selected another location would the hotel have been transparent and honest.

I chose this location because of the hot breakfast option. At check-in I was given the instructions for breakfast. However the next day breakfast was not served as the kitchen was closed. I would have selected another location would the hotel have been transparent and honest.

Customer service

Customer service

The airport shuttle was supposed to pick me up at 4:00 am but didn’t pick me up until 4:20. Driver said that he was not informed that he had a pick up at 4:00. The first thing I said when I checked in was that I needed a shuttle to the airport at 4:00. I was very disappointed that it was not on time!

The airport shuttle was supposed to pick me up at 4:00 am but didn’t pick me up until 4:20. Driver said that he was not informed that he had a pick up at 4:00. The first thing I said when I checked in was that I needed a shuttle to the airport at 4:00. I was very disappointed that it was not on time!

Good location and price.

Good location and price.

Clean room and nice staff

Clean room and nice staff

Good

We did not receive our two bottles of water when checking in. It was only later that evening when using the lobby area that we received two bottles of water because we asked how we could get two bottles of water. The lobby, hallways and elevator smelled like smoke. There were candy crumbs in the carpet; not pleasant to step on. There was a dried out washcloth draped over the shower rod. There was no hot water; barely tepid in the shower. There was only one make-up remover towelette; not enought to remove complete make-up.There was part of a blue ripped condom on the floor just under the bed edge. Clearly, the cleaning service just did a quick clean through the middle of the room, not paying attention to details. When we brought these things to the attention of the on duty desk manager, there appeared to be no intention to remedy these things; only to pass the information on to the manager, whenever. The kitchen staff was rather gruff when we tried to verify that dinner hours were until 10:30 p.m. as was noted on the posted sign. We were informed that actually we could only be seated until 9:30, served and be out by 10:30. This hotel certainly did not stand up to what we had expected the "Hilton" experience to be. It was my belief that the manager would call to discuss these issues, but we have not heard from the manager.

We did not receive our two bottles of water when checking in. It was only later that evening when using the lobby area that we received two bottles of water because we asked how we could get two bottles of water. The lobby, hallways and elevator smelled like smoke. There were candy crumbs in the carpet; not pleasant to step on. There was a dried out washcloth draped over the shower rod. There was no hot water; barely tepid in the shower. There was only one make-up remover towelette; not enought to remove complete make-up.There was part of a blue ripped condom on the floor just under the bed edge. Clearly, the cleaning service just did a quick clean through the middle of the room, not paying attention to details. When we brought these things to the attention of the on duty desk manager, there appeared to be no intention to remedy these things; only to pass the information on to the manager, whenever. The kitchen staff was rather gruff when we tried to verify that dinner hours were until 10:30 p.m. as was noted on the posted sign. We were informed that actually we could only be seated until 9:30, served and be out by 10:30. This hotel certainly did not stand up to what we had expected the "Hilton" experience to be. It was my belief that the manager would call to discuss these issues, but we have not heard from the manager.

Bathroom needed updated old tile and grundgy lookinhg Drapes hanging off of window on one end Just not up to our Hilton standards

Bathroom needed updated old tile and grundgy lookinhg Drapes hanging off of window on one end Just not up to our Hilton standards

Greeting staff Jazmin and Joyce were just what we needed after long day on road.

Greeting staff Jazmin and Joyce were just what we needed after long day on road.

I was there with a group of 6 people in 5 rooms. We had very little hot water during our stay. Lukewarm at best. We notified the front desk and were told a plumber was on site, a part was missing, blah blah blah. Clearly untrue as no notification was made to the other hotel guests. All of us suffered from the lack of a hot shower. Not coming back to this hotel.

I was there with a group of 6 people in 5 rooms. We had very little hot water during our stay. Lukewarm at best. We notified the front desk and were told a plumber was on site, a part was missing, blah blah blah. Clearly untrue as no notification was made to the other hotel guests. All of us suffered from the lack of a hot shower. Not coming back to this hotel.

The was just all aroud great.

The was just all aroud great.

Really appreciate the complimentary airport shuttle at 4 a.m. everything was just fine thank you.

Really appreciate the complimentary airport shuttle at 4 a.m. everything was just fine thank you.

The fact that the Handicap provisions Were available and clean. I experienced a bit of a challenge operating the nice big screen LG and all The networks.

Were available and clean. I experienced a bit of a challenge operating the nice big screen LG and all The networks.

Offered parking while on my trip

Offered parking while on my trip

It was close to the airport Well the fact that I paid 180 dollars for the room to not be served breakfast and charged for parking when I didn't even have a vehicle all your Hilton offer free breakfast and this one should too

Well the fact that I paid 180 dollars for the room to not be served breakfast and charged for parking when I didn't even have a vehicle all your Hilton offer free breakfast and this one should too

Nice, clean, and safe stay. Will stay again in the future.

Nice, clean, and safe stay. Will stay again in the future.

Bad

Everything was great

Everything was great

The staff was great however you need to up grade these rooms. The mattress was not comfortable at all bathroom was old and rugs need to be taken out. I had a bad experience Oct.3,2025. We went to the Turner’s Wedding they gave my husband Daniel Martinez a room which was taken already. This was in Long Island we walked in and walked out when we saw luggage. On the following day Sat. Oct4,2025 the elevator was out of service. We had to walk down with luggage. So to say this my husband reached out and gave review and they never got back to him. So I will not be using this hotel at all anymore.

The staff was great however you need to up grade these rooms. The mattress was not comfortable at all bathroom was old and rugs need to be taken out. I had a bad experience Oct.3,2025. We went to the Turner’s Wedding they gave my husband Daniel Martinez a room which was taken already. This was in Long Island we walked in and walked out when we saw luggage. On the following day Sat. Oct4,2025 the elevator was out of service. We had to walk down with luggage. So to say this my husband reached out and gave review and they never got back to him. So I will not be using this hotel at all anymore.

Hotel staff was amazing. They accommodated my early check in. As well, showed concern and care for my arrival to my event.

Hotel staff was amazing. They accommodated my early check in. As well, showed concern and care for my arrival to my event.

Very nice room. Clean and well supplied. Staff was always pleasant and knowledgeable. Food service was great!

Very nice room. Clean and well supplied. Staff was always pleasant and knowledgeable. Food service was great!

Room was old and in disrepair and appeared dirty. Closet door broken and almost fell, baseboard missing all over the room. Water stains on ceilings hair dryer didn’t work not hot water and barely warm. Room app didn’t work and computer system down. Stay away unless they drop the price to a quarter of asking price.

Room was old and in disrepair and appeared dirty. Closet door broken and almost fell, baseboard missing all over the room. Water stains on ceilings hair dryer didn’t work not hot water and barely warm. Room app didn’t work and computer system down. Stay away unless they drop the price to a quarter of asking price.

Breakfast was great. Just thought it would be a continental breakfast.

Breakfast was great. Just thought it would be a continental breakfast.

You ask too early about breakfast.

You ask too early about breakfast.

Ok

Ok

Airport shuttle arrived at 4 AM. Efficient and helpful.

Airport shuttle arrived at 4 AM. Efficient and helpful.

As usual, place is excellent. No breakfast this time but the early shuttle to the airport was prompt and fast

As usual, place is excellent. No breakfast this time but the early shuttle to the airport was prompt and fast

Staff was very friendly and very helpful. The room was comfortable. The mattress was, by far, one of the BEST mattresses I have ever slept on.

Staff was very friendly and very helpful. The room was comfortable. The mattress was, by far, one of the BEST mattresses I have ever slept on.

Tired hotel that needs updating.

Tired hotel that needs updating.

Close to the airport and the shuttle did pick up without too much wait time.

Close to the airport and the shuttle did pick up without too much wait time.

Nice hotel, clean, very friendly staff.

Nice hotel, clean, very friendly staff.

The shiuttle was prompt. We did not eat breajfast.

The shiuttle was prompt. We did not eat breajfast.

Exceptional

There was dried blood on the restroom wall and door frame.

There was dried blood on the restroom wall and door frame.

Employees are nice. It was great having a little store, restaurant and bar all in the same building. The bartender was a hoot-she was super friendly.

Employees are nice. It was great having a little store, restaurant and bar all in the same building. The bartender was a hoot-she was super friendly.

NO

.

.

This worked out well for us because our flight was delayed and we came in around midnight and had to drive two hours the next day to visit family.

This worked out well for us because our flight was delayed and we came in around midnight and had to drive two hours the next day to visit family.

Very noisy staff not friendly and breakfast was a joke for $15

Was disappointed that the pool and hot tub were closed for my stay but the manager made accommodations for me

Was disappointed that the pool and hot tub were closed for my stay but the manager made accommodations for me

The hot water ran out twice while there. The carpets were very dirty and the furniture had stains on it. I would not stay here again.

The hot water ran out twice while there. The carpets were very dirty and the furniture had stains on it. I would not stay here again.

Was not happy pool and hot tub not working

Was not happy pool and hot tub not working

Disappointed we did not have use of the pool or hot tub since it was not working. Had we known, we would have canceled. Otherwise, it was nice.

Disappointed we did not have use of the pool or hot tub since it was not working. Had we known, we would have canceled. Otherwise, it was nice.

Will stay here again, staff is amazing

Will stay here again, staff is amazing

Clean, comfortable rooms.

Clean, comfortable rooms.

The staff was great. They had no room said the Expedia overbooked. They finally after 45 mins gave me a key I went. To the room there was trash all over it and bed tore apart. Had to wait again for them to find someone to clean it. The jet tub only had one jet working. Not worth what I was charged

The staff was great. They had no room said the Expedia overbooked. They finally after 45 mins gave me a key I went. To the room there was trash all over it and bed tore apart. Had to wait again for them to find someone to clean it. The jet tub only had one jet working. Not worth what I was charged

The pool/spa was suddenly “under maintenance” the morning after our first night. This was not communicated to us when we booked the hotel or when we checked in. The place was filthy, including our hotel room, the elevator, etc..

The pool/spa was suddenly “under maintenance” the morning after our first night. This was not communicated to us when we booked the hotel or when we checked in. The place was filthy, including our hotel room, the elevator, etc..

The fact that breakfast was not included as it is with lower to mid range hotels was annoying.

very clean, staff was friendly, pool wasn't in service which was a huge bummer. Otherwise I would recommend.

very clean, staff was friendly, pool wasn't in service which was a huge bummer. Otherwise I would recommend.

The stay was exactly what we needed and was in super close proximity to the highway and airport but still was quiet. Bed was very comfy. Experienced some issues with hot water being fleeting over our stay but overall a decent stay.

The stay was exactly what we needed and was in super close proximity to the highway and airport but still was quiet. Bed was very comfy. Experienced some issues with hot water being fleeting over our stay but overall a decent stay.

The rooms are dated. Time to remodel.

The rooms are dated. Time to remodel.

The hotel is nice and well kept. But it smelled like perfume. And I think the 75 dollar charge for a dog was a bit steep

The hotel is nice and well kept. But it smelled like perfume. And I think the 75 dollar charge for a dog was a bit steep

Pool is always closed Breakfast is not included Gym is really small Rooms smell bad

Pool is always closed Breakfast is not included Gym is really small Rooms smell bad

The carpet was damp when he got to our room after check-in. The room had a slight smell to it, assuming it was due to the moisture from the carpet. It was my fault but I assumed there was daily housekeeping but there was not. Once I requested it, I received it. We visit a couple times a year, with all the options, not sure I will stay there again.

The carpet was damp when he got to our room after check-in. The room had a slight smell to it, assuming it was due to the moisture from the carpet. It was my fault but I assumed there was daily housekeeping but there was not. Once I requested it, I received it. We visit a couple times a year, with all the options, not sure I will stay there again.

Overall good property, only downfall was the pool was closed and my son was really looking forward to it.

Overall good property, only downfall was the pool was closed and my son was really looking forward to it.

I did not like how the bathroom floor looked as if all the dirt was pushed to the walls or corner. Did not like finding long hair strands on bathroom floor and bathtub walls. Under beds had visible garbage can tell never clean under beds. A big hair clump hanging off the phone near the desk area. I would not recommend this place.

I did not like how the bathroom floor looked as if all the dirt was pushed to the walls or corner. Did not like finding long hair strands on bathroom floor and bathtub walls. Under beds had visible garbage can tell never clean under beds. A big hair clump hanging off the phone near the desk area. I would not recommend this place.

Not easy to book direct online!

Seemed to be a lot of deferred maintenance in this hotel. I expected more from the Hilton name

Arrived evening of July 4 in a group of 5 adults, 2 teenagers, and 2 babies. Only one staff person on the desk and one person serving and cooking food at the restaurant. Both of these individuals were outstanding and the highlight of our long day of travel. Especially the young woman who cooked and served us our late dinner.

Good value

Good value

We were in room 521 and last night the roof leaked. I woke up to water all over the night stand to incline my phone. The ac was leaking on the carpet I will be emailing the manager.

We were in room 521 and last night the roof leaked. I woke up to water all over the night stand to incline my phone. The ac was leaking on the carpet I will be emailing the manager.

N/a

Staff was kind and accommodating. A few concerns that left our stay a little unconvinced. But overall a good time

Staff was kind and accommodating. A few concerns that left our stay a little unconvinced. But overall a good time

Rooms are a little dated.

Rooms are a little dated.

The front desk staff mostly was very rude and would not even listen to my concerns about cancellation and their policy. I would not recommend staying there at all.

The front desk staff mostly was very rude and would not even listen to my concerns about cancellation and their policy. I would not recommend staying there at all.

The pool was closed and it was the entire reason i booked here. The room was clean other than it was old mac and cheese left in our microwave from the previous customers!!

The pool was closed and it was the entire reason i booked here. The room was clean other than it was old mac and cheese left in our microwave from the previous customers!!

Very unsatisfied. My family and I only booked this hotel because there were only a few hotels in the area that offered pool and jacuzzi. We booked same day, just to get 3 hours away from home and find out that that whole area is closed.There was no notice of this being shut down prior to booking, so therefore no reason to book there. Then I look at my statement to find I was charged TWICE for this hotel. One at the hotel and one with Expedia. Crazy. I don’t think i’d choose to stay here again in the future. It was inconvenient and unprofessional to not let people know that they won’t get the full experience when booking ahead of time. The room had a disturbing amount of dust on the back of the bed. Greasy spots on the head board. You can’t close the sheer curtains to block sunlight. Pillows looked dirty. Stain on the sheets. No late checkout granted. Very annoyed with the stay here

Very unsatisfied. My family and I only booked this hotel because there were only a few hotels in the area that offered pool and jacuzzi. We booked same day, just to get 3 hours away from home and find out that that whole area is closed.There was no notice of this being shut down prior to booking, so therefore no reason to book there. Then I look at my statement to find I was charged TWICE for this hotel. One at the hotel and one with Expedia. Crazy. I don’t think i’d choose to stay here again in the future. It was inconvenient and unprofessional to not let people know that they won’t get the full experience when booking ahead of time. The room had a disturbing amount of dust on the back of the bed. Greasy spots on the head board. You can’t close the sheer curtains to block sunlight. Pillows looked dirty. Stain on the sheets. No late checkout granted. Very annoyed with the stay here

Good location

Good location

Cell phone reception for some reason was very weak (within the rooms). Lobby and outside no issues.

Cell phone reception for some reason was very weak (within the rooms). Lobby and outside no issues.

Expedia does not tell you that their pool and hot tub are down which is why we went. I asked me on the first floor close to the exit because of physical limitations and because someone in my room was a smoker. I was put on the 5th floor of the five story building and the farthest room from the elevator. And that was after making four phone calls to the property in an attempt to add my boyfriend's name to the reservation and to make sure that I was on the proper floor. I put the do not disturb hanger on the door but needed the trash can emptied so I set it outside. Housekeeping did not take the trash. There's no hot water unless you run the shower for about 25 minutes. And it could definitely be cleaner. Things like wiping down walls go a long way. The hand sanitizer dispenser outside of the elevators is filthy.

Expedia does not tell you that their pool and hot tub are down which is why we went. I asked me on the first floor close to the exit because of physical limitations and because someone in my room was a smoker. I was put on the 5th floor of the five story building and the farthest room from the elevator. And that was after making four phone calls to the property in an attempt to add my boyfriend's name to the reservation and to make sure that I was on the proper floor. I put the do not disturb hanger on the door but needed the trash can emptied so I set it outside. Housekeeping did not take the trash. There's no hot water unless you run the shower for about 25 minutes. And it could definitely be cleaner. Things like wiping down walls go a long way. The hand sanitizer dispenser outside of the elevators is filthy.

No free buffet for breakfast

Room and elevators were dirty

Room and elevators were dirty

Restaurant food and service and hotel employees were great. Gym and bedding were great. Hotel needs a deep clean. Carpet in room was awful and crunchy. Ick. Usually love a Hilton Garden Inn but this one needs a very deep clean. Restaurant food was outstanding and better than higher ranked hotels.

Restaurant food and service and hotel employees were great. Gym and bedding were great. Hotel needs a deep clean. Carpet in room was awful and crunchy. Ick. Usually love a Hilton Garden Inn but this one needs a very deep clean. Restaurant food was outstanding and better than higher ranked hotels.

Re

Re

Great location by the airport.

Great location by the airport.

The experience

The experience

Check-in was a little challenging being the room I was assigned someone was already in it. Very noisy! Housekeeping came to my room the day of my checkout before checkout time to clean.

The property was beautiful and peaceful. Beds were nice and comfortable. Rooms were spacious and clean. Location was perfect!

The property was beautiful and peaceful. Beds were nice and comfortable. Rooms were spacious and clean. Location was perfect!

We booked because we knew they had a pool and hot tub The pool and hot tub was closed

Didn’t stay long but met my needs

Didn’t stay long but met my needs

Very peaceful

Very peaceful

This is a tired hotel desperate in need of updating.

This is a tired hotel desperate in need of updating.

Wonderful beside the pool not working for kids

Wonderful beside the pool not working for kids

Great place near the airport

Great place near the airport

Everything perfect!

Everything perfect!

Nothing really caught my attention. The pool & hot tub was closed & the internet wasn't connecting due to clerical errors. They had my last name as my first name and my first as last. They couldn't comp me anything because "I went through a booking service" e.i. you.

The person at the desk was not professional looking and didnt seem to care about whether or not she was even there. The room was clean but the beds were so incredibly uncomfortable that me nor my husband could hardly walk the next day.

The person at the desk was not professional looking and didnt seem to care about whether or not she was even there. The room was clean but the beds were so incredibly uncomfortable that me nor my husband could hardly walk the next day.

All the staff was helpful and polite. The room was clean and quiet. An enjoyable experience.

All the staff was helpful and polite. The room was clean and quiet. An enjoyable experience.

The room itself was okay, no complaints other than the iron had burned fabric on it so we had to be careful ironing our clothes for the wedding we attended. Great place for an overnight trip but no extended stay. We ended up leaving extremely early because we just didn’t trust taking a shower there so we went home once the wedding we attended was over.

The room itself was okay, no complaints other than the iron had burned fabric on it so we had to be careful ironing our clothes for the wedding we attended. Great place for an overnight trip but no extended stay. We ended up leaving extremely early because we just didn’t trust taking a shower there so we went home once the wedding we attended was over.

Kevin was great with the check in and the accommodations, but the hotel was not really clean the week I stayed there. I asked for service, but they were short staffed.

Kevin was great with the check in and the accommodations, but the hotel was not really clean the week I stayed there. I asked for service, but they were short staffed.

Excellent experience

Excellent experience

No everything was Fantastic !

C

C

poor breakfast shuttle was supposed to come in 5 min but took him 20 min to come

poor breakfast shuttle was supposed to come in 5 min but took him 20 min to come

friendly staff.

friendly staff.

Great stay for a reasonable price.

Great stay for a reasonable price.

People and accommodations excellent

People and accommodations excellent

Lovely

Lovely

Awful is the only word. Wouldnt reccomend to anyone at any price

Awful is the only word. Wouldnt reccomend to anyone at any price

Quick and easy shuttle to the Richmond airport. Clean, comfortable beds. Great overnight stay.

Quick and easy shuttle to the Richmond airport. Clean, comfortable beds. Great overnight stay.

Advertised as 24 hour shuttle to airport. Incorrect. That’s why I booked..for 5 am flight departure. Shuttle starts at 4 am. No chance to arrive on time based on that. Had to arrange Lyft which cost an additional $30. Disappointed. I will continue to stay at Sheraton 4 points. Thanks.

Advertised as 24 hour shuttle to airport. Incorrect. That’s why I booked..for 5 am flight departure. Shuttle starts at 4 am. No chance to arrive on time based on that. Had to arrange Lyft which cost an additional $30. Disappointed. I will continue to stay at Sheraton 4 points. Thanks.

My room was overbooked and I received a call shortly before check-in time that I no longer had a room and they moved me to a different hotel.

My room was overbooked and I received a call shortly before check-in time that I no longer had a room and they moved me to a different hotel.

every thing

Staff was excellent. Very helpful and friendly. The bed was so uncomfortable. Both my husband and I woke up with back pain. We booked largely in part to the indoor pool and got in which we found out were closed upon checking in. Would have been nice to know in advance. Hotel was clean and presentable.

*

Evening staff was a bit rude with her earbuds in and on her phone when we were trying to check in but its what you get these days

Had to have front desk come and set up tv to work. Breakfast not included, and expensive.

The property did not hold up to other Hiltons that I have stayed in before. There was a definite lack of polish. One elevator was broken, the pool was out of service, there was mud in the stairwell for the entirety of my stay, and the snack bar was half filled. On my hall there were bleach stains on the carpet and peeling wallpaper. I missed a day of room service (the front staff said that they only come every other day but there was no note to that effect and I did get service two days in a row so I don't believe that was accurate - I believe the room was just skipped.) When I did get room service, they only replaced towels and made the bed - they did not refill coffee bar or replace the coffee cups for in room coffee. All of these obviously are first world problems - and the front desk staff were friendly and did replace items for me when I asked, but this property certainly did not live up to the otherwise stellar reputation of a Hilton. It was more like a run of the mill roadside Holiday Inn at best.

Room was very plain bed was not very comfortable. Toilet ran nonstop shower had weak pressure. Just a very average day.

Staff 5 FOOD was AWESOME

Excellent service from Kevin at the front desk, who also pitched in to help with the on-site restaurant. Lovely hotel, comfortable stay, and free shuttle to the airport that runs on the hour and half-hour. Will definitely stay here again for an early morning flight to avoid a long drive in the dark.

It was great! Glad I stayed there!

Building new well keap

Clean hotel. Friendly staff.

Pleasant and professional staff, delightful indoor Environment, well appointed room

The bar and grill was excellent !

For it being by the airport it was not as noisy as i thought and the beds slept very well

The bed was amazing. Spacious king room. Clean. Wonderful breakfast buffet, though not included in the room cost. Friendly, helpful staff and no wait. The airport shuttle was great. Beautiful area, too.

The biggest downside was not having breakfast included. It was a bit pricy and then to charge $15 for breakfast seemed outrageous. Include free breakfast if you’re going to charge more than Holiday Inn Express.

Staff at front desk was spot on, didn't take long to get checked in. Room was clean and welcoming. Bathroom was clean. Lobby area was clean and had a good atmosphere going. Overall a great stay.

Overall, property was clean and quiet. Places to eat in short driving distance. Did not like the broken fan in bathroom (short shower leave bathroom walls and mirror condensates quickly). While recognizing the appearance of the elevator does not dictates the functionality, it can use a touch up (faded and scared everything, buttons and panels are just dated). The elevator appearance just not fit the nice look of the hotel. Just a little polish, brighter lights, buttons replacements and you are there.

people were nice

Good place to stay

Why would you even send me this? You were racist to my son and I and then kicked us out??

The entire staff was exceptional. I wish I got names. The front desk, the gentleman that took breakfast orders, and the chef that came out and checked on folks. They were all warm, friendly, and caring. Big smiles and great hospitality.

Fine place.

Nice place

Nice place. Thanks

The hotel staff was great, especially the people who were there when we checked in! They were awesome! We had a long day prior to checking in, and arrived at around 11pm and they were awesome to work with! We had a very short stay due to catching a plane home in 4 hours after checking in.

I enjoyed the property and the breakfast.

However, the front desk greeters were pleasant and the shuttle driver was lovely and on time.

The shower curtain had a whole in it that was leaking water in to the floor.

Very clean! Very ew.

Courteous staff and clean comfortable room.

Was a nice stay, everything was great. Other than house keeping who knocks and immediately barges into your room. I couldn’t even get out of the bed to answer the door before she was in our room.

Super nice rooms. Courteous staff.

Cc

Very friendly around here

we'd stay there again.

It was convenient to the airport. We had to leave too early in the morning so we really did not get to assess the benefits of the hotel, but I looked nice and it satisfied our needs.

The queen beds are not queen! One mattress measured at 54 inches and one at 56. Neither one is 60 which is what a queen mattress should be!

The front desk agent m was great! I really appreciated the fact that our room number wasn’t shouted upon check-in. Extremely pleased with housekeeping as well. Issues…the bathroom was subpar. The vent was inoperable, the shower head was damaged (water spraying a lot. I tightened the shower head and that helped a bit but didn’t stop the leaking. The tub stopper was broken. We just left it on the corner of the tub. The toilet seat could be replaced with new, a lot of dings on it. The mattress was HORRIBLE!!! Super noisy (sitting / positioning…nothing else). And it was not hard nor soft…just existed. Not a good nights sleep at all. Overall, it’s OK for for an overnight sleep and morning shower. But anything more, the front desk would have been called during the entire stay. But service was amazing!!! This has nothing to do with the service received. So, I must say thank you for the awesome and personable service we received while staying here.

Staff were very friendly.

Im not a karen and i don't normally complain but when my daughter is crying because we didn't get the hilton that she picked out for her special weekend and I then have to scramble to find a place to stay for the night in Richmond with my wife, son and my daughter, stress was through the roof I almost cried. We ended up just driving back home, a 2 hour drive with a very upset cheerleader in the backseat, just to drive back up again to finally drive home for good. All of this could have been prevented if I was given the correct information that I had asked for.