Hilton Garden Inn Richmond/Innsbrook

Great location. Comfort room and nice bed. Staff very well coming and helpful. Near so many restaurants and shopping center. Strongly recommend Hilton garden Richmond.

What did you say? You wanted your room cleaned? hahahaha. Not gonna happen here. My partner and I booked a room here for 3 nights over Labor Day Weekend. As a long time HHonors member I try to stay at Hilton properties whenever possible. One of the dealbreakers when I book a hotel is daily housekeeping service. A shame that something so basic is something you now have to beg for. But since there was nothing stated on the website I hoped that housekeeping was part of deal. Well the joke was on me!! When I saw that my room was not clean on our first night, I made it a point to visit the front desk. that’s when I was told that housekeeping is on request only. Had I known that, I never would have stayed here. However, I asked the desk manager to add me to the list to have room cleaned the next day. . And, to make doubly sure my room would be cleaned, I visited the front desk again in the morning to confirm my room is on the list for housekeeping. They assured me it was. Well, when we arrived back at our room we saw, to our shock and dismay, that our room was NOT cleaned again. I once again went down to the front desk. I was told there were only Two housekeepers scheduled today so they didn’t get to our room. Too bad so sad. The person at the front desk gave us the card of the hotel manager, as well as the executive housekeeping manager. He said that I was not the first person to complain but management here does not seem to listen. So I emailed the managers as well as Hilton corporate to see if they will do anything about it. To say I am dissatisfied is an understatement, it’s too bad because the property is nice and we liked our room. But we will never stay here again.

Wow when you don't care I'm stranded wow. I don't understand how you take someone fund just to turn them away for being later. Things happen I was treated badly slept in the car after they took their fund. Now I must wait for my funds back. I could been hurt that night .

The staff here was amazing, they went above & beyond for our family event! The banquet room was beautifully arranged with ample space for all. The breakfast options were good. Location of the hotel good, nearby towne center mall, movie theater, nightlife, and restaurants.

It is an older property, and it's dated. They do a good job of keeping it clean. Restrooms near the pool were out of order. Rooms need more lighting. I found my room to be darker than I liked it to be. My door to my room the safety latch, could use some maintenance

This place needs an update. People at front desk are very nice but it ends there. If you want to sleep later than 6 AM chances are you won't because whenever some leaves the door slams. Also lines had holes and everything is bare bones.

The good: checking in on the app was great. I picked my own room and got a digital key that I never had any trouble with. I checked out with no problems and never had to see or talk to anyone. The room was clean, we had enough towels and the bed was comfortable. We were only staying one night and it was the perfect location for us. the bad/confusing: We did have to pay to park in the lot but it was only about $4 (again, we were only staying one night). When I made my reservation it said there was a breakfast included. I assumed the typical breakfast for a nice restaurant like a Hilton. We've all seen variations of it, some are better than others. I kept getting emails to upgrade to a better room or $10 extras for "breakfast included". HUH? I looked up my confirmation emails and they said breakfast was included. I'm confused. They want you to be confused. There is a free breakfast and a paid breakfast and it is not clear at all when you come down to eat which food is free and which you have to pay $13.95 for. there are very helpful waitresses pouncing on you like car salesman as soon as you walk in offering you food from the $13.95 buffet without telling you what it costs. I had forgotten to warn my husband that this might happen before hand and he had already gotten food from the buffet and I had no idea whether it was free or not. turns out it wasn't. No tip for you!

It’s perfectly fine but after being there 15 months before, it was obvious that the hotel needs sprucing up. One member in our group had a horribly stained mattress. Large brown streaks down the side of the mattress. The hotel’s solution was to change rooms, which would split our group. My room needed minor repairs. I reported them …and repairs were not done. After 4 days. Still ignored. I had the opportunity to stay at another Hilton Garden inn just before and after this stay here. I preferred the new and improved bathroom and closet design conspared to Innbrook. Innsbrook was dated and worn. The Atlanta shower was a walk in compared to a low tub. It was much nicer. The Wi-Fi is an issue. Lots of error messages while trying to connect. Another friend in the group was connecting to the Hyatt Place because the Hilton wouldn’t connect. Noticed this at both locations. Unsure why it was so hard to connect And I preferred the customer service at the Atlanta based Hilton Garden Inn compared to the Innsbrook. I had a problem with the refrigerator in the Atlanta location. It was attended within an hour. I had a minor problem in Innsbrook with the iron caddy, well at check out, I was still waiting for repair.

The room we booked smelled like someone urinated before our arrival. We had to request for another room on different floor. The staff was friendly. The location is closed to most shops and restaurants