Embassy Suites by Hilton Richmond

If you are desperate for a hotel stay, then this is your place. DO NOT STAY here and expect the quality that one would receive when you stay in a quality Embassy suite hotel. It is not the same. The name on the marquee completely fooled me. We thought we were staying at a high ended motel 6. The best thing about the hotel stay was the front desk people, the breakfast personnel and pretty much the staff. It appeared they were working overtime to make the hotel more than it could actually offer. The breakfast was slamming and that ends the best options for the hotel. As you enter the hotel you are taken back about how slow the elevators work and not withstanding someone needing to use the bathroom, you might as well take the stairs. The property is in horrible and the general manager and district manager should be ashamed of calling this an Embassy Suite. The rooms have a fresh coat of mediocrity and down ridden with small toilets seats in the bathroom that an average small child is barely able to sit much less three adults. The selection of the room said two queen beds and a pull out sofa bed. Well those queen beds never showed up. My wife and I along with our 6"5 child had two doubles and we barely had enough room to turn over one time. The carpet in the room was worn. There were streaks of brown all over the walls. The paint in the rooms were peeling and there were distressed wood in and around the room. The sofa bed was horrible and luckily, I brought along my own linen and blankets for that. The thermostat for the room did not work so while it was 60 outside, it was definitely 50 in the room. The furniture in the room looked like they picked it up from a horrible consignment shop. How can you charge the rate of 200 or more when the ambiance and quality of the hotel should have been under 98$. The only benefit for this hotel is that it is close to the University of Richmond. Please do not stay here until they shut down the hotel and renovate this place.

Donovan aka DJ was an absolute delight. Breakfast was wonderful. The sleeping rooms and mattresses could use upgrades.

Megan Leo went above and beyond to help us. Our son goes to University of Richmond so we stay at the hotel a lot. We mistakenly booked the hotel for the wrong night with a non-refundable rate. We called the Hilton help desk to try to move our room to 1 night earlier. We spoke to them several times and despite being Hilton honors, frequenting the hotel and plenty of availability, the desk refused to help. One of the people we spoke to was very rude to us. Megan called the Hilton desk while she was off work to find us a solution. While we were disappointed with Hilton's customer service initially, Megan restored our faith!

I see that this property is in a building mode and making strides in the right direction. There was a few hiccup on our initial room, but I it was quickly resolved. The employees are stellar in their customer service. There were some notable standouts, those included Carol F., Yvonne S., and Robert G. The two bartenders I encountered were very helpful and knowledgeable, but I didn't get their names. And, the housekeeper on Saturday was very nice as well. Overall, they made our stay wonderful! We will come back again.

Booked two rooms and both had issues with cleanliness. The tubs were moldy and the drain in the tub in one room and the sink in the other were clogged. Although showers were taken in a pool of standing water, they did eventually drain. The door in one bathroom was broken and wouldn’t shut. The Air Conditioner wasn’t working in either of the rooms. There was no toilet paper in one of the rooms and it took house keeping several hours to bring any. Both rooms were very dim, and the light in one room was flickering like a strobe light. The cable was also out for the entire stay, despite being told they were working on it. The attendants at the front desk were notified of the issues and we were told they would fix the tub and look at the AC, but nothing had been done when we returned for the evening. I should have read the reviews prior to our stay. It seems that most of the issues we had were pre-existing and the hotel was aware, but didn’t fix them.

Staff was friendly and rooms were clean. The breakfast was amazing, and Carol welcomed us with a morning smile and kind words.