DoubleTree by Hilton Richmond Airport

The lack of customer care was on display today. The policy to not allow a spouse to check-in without the other spouse present is a terrible policy. I booked a reservation under my name, was unable to travel at the same time as my wife, and they refused her check-in. When I called, I was promptly ushered to voicemail and received no resolution. When I called back I was told the manager was too busy to deal with this issue. I then called the booking company who was also unable to cancel the stay but instead offered 1-night discount. I am now out a significant amount of money because my wife, who shares my last name, cannot check into the hotel nor would they let me change the reservation over the phone.

The airport shuttle was quick and easy. Check in was easy. The cookies were good. The room was nice and clean. The 24/7 was well-stocked. Nice patio. Positive energy among staff and guests. I was never around for breakfast. I plugged in my Apple TV without a problem.

I usually stay at the DoubleTree by Hilton RIC Airport whenever I’m in town. Each time I stayed here the rooms have been clean, the beds are comfortable, and most of the staff have been very friendly. During my most recent stay, the pool was closed for maintenance. The mini fridge in my room wasn’t working, but they gave me another room where it did work. I needed to print out some theme park tickets, and the young lady at the front desk was very kind in assisting me with this. Each time I’ve enjoyed their breakfast buffet during my stay the selection was very good. During this visit Ms. Maxine & Ms. Esther both went above and beyond and made me feel very spoiled with the excellent customer service they both provided! They both showed the kind of charm & hospitality that I usually only receive at higher tier accommodations. I witnessed their care for each diner, regardless of Hilton Honors Status. Kudos to the dining room staff and management! I will be back again and again. I always recommend this hotel to family & friends.

I was in town for a quick weekend and thought this Doubletree would be cool based on other experiences with the brand. They clearly do not have quality control as when I called the front desk to inform them that our lotion, shower gel, and other products were completely empty she stated I could come downstairs and get it myself…that’s not ideal considering i’m not dressed. When I asked are these things checked her response was, “I’m not hotel housekeeping and not aware of what their quality control is.” How not???? That makes me believe that if they aren’t checking those basic things they most likely aren’t doing thorough cleaning. Since there are other hotels right next door I may try to cancel my reservation and stay the other days somewhere else. I feel like everything in here is dirty now. The closet door was bashed in like someone punched it and the entry way light wouldn’t stay on. Will be taking this one off the list for further stays!!! I gave it three stars bc the hotel restaurant was halfway decent and our waitress was really nice.

I had a 6am flight out of RIC, but I live an hour away in Hampton, and sometimes I-64 can be busy in the morning. So rather than wake up at 3am, I booked a room at the DoubleTree by the airport. Great decision! Once I did express check-out and loaded the car, it was four minutes from the lobby to the parking garage. The hotel was clean, quiet, and I got a great sleep. Would do again.

Not a good value and small irritating problems checking in and checking out. The value part: The last time we stayed at an airport hotel was in March 2023 at Dulles International Airport with a different chain. The cost was 15% more than the Richmond Airport Double Tree but then the Washington DC area is a higher cost area and usually by more than 15%. But the room and the amenities at Dulles were much better and the staff was much more cordial, welcoming, and helpful than at the DT Richmond. Dulles was a good value; at DT Richmond we didn't get much for our money. The decor of the room at DT Richmond is drab and dim. made grimmer by the industrial blue light of the one spiral CFL bulb in the lamp on the nightstand; the bulb for the bed closer to the window was missing. The staff at the front desk was not rude but neither were they helpful or welcoming except for the lady at check out who was very nice. The elevators can be very slow - we waited for six minutes when we came back at 11:20 at night and there was a line. When I asked the man at the front desk about the elevators, he dismissed the matter with, "The elevators are working fine." Check-in and check-out. The Hilton app kept reminding us to check in and had us complete all the screens and then, whe we got to the last screen and clicked to submit all the information, said that pre-check ins were not available. If they're not available, don't keep leading us down the path as if they are. On check-out, a 2% TID fee was added to the bill that had not been shown on the reservation. TID is not explained on the bill but apparently it is for the Richmond "Tourist Improvement District." One good way to improve things for tourists is not to have annoying fees that show up as a surprise at the end of a stay. As if that wasn't enough nickle-and-diming, there are both a state tax and an occupancy tax on the TID fee. We will not stay at any place in the Richmond area in the future and certainly not the Double Tree Richmond Airport.

I was prepared to give 5 stars another two nights here, but check out was a nightmare. We needed to be on the 6:00 shuttle to the airport to make our flight. Breakfast began at 6:00. I asked the receptionist if the 6:00 shuttle would be here on time. He said yes. So we ran to the breakfast to grab coffee and a quick bite at 5:56. The cook came out screaming at us to leave because it was not yet ready. I mean viciously screaming. I already spooned a lump of oatmeal into a bowl as she continued screaming. I quickly ate it and ran to get the shuttle at 6:00. We were outside by 6:00 waiting. The shuttle never arrived. The nasty chef walked by us sneering and blurted “Good morning…… AGAIN “. Not sure why because she never said good morning before. She stormed into the lobby and began complaining about us coming to eat 4 minutes early. She and the receptionist started gossiping about us, unaware that we could hear us. That was completely uncalled for. I don’t think I could ever go back again after that. On a brighter note, Maria, Sherry and Meka were lovely and professional. They loved their guests and their jobs. But all it takes I guess is one nasty person to ruin everything, I’m sorry to say.

was visiting from out of town and they were so nice and clean and comfortable! Only sad part was the pool was out of service but they still provided amenities next door at the holiday Inn and it was fantastic!!

Room was clean but ceiling had an old un-repaired water leak and room door had obviously been broken into before. B)You can start to hear airplanes around 6am. No stairs to get to room so we had to rely on 1 elevator (1 was broken). Elevator had a line most of the times.....