Embassy Suites by Hilton Richmond

When special and EXTRA service is provided it should be both recognized and appreciated! Special shout out to ANNA HARDY with the front desk at the Embassy Suites Richmond! Traveling for business is still a "road warrior" world----her service is a PLUS.

Tesha Brown at the front desk smoothed out a bad situation checking in. Took until 4:40 to get into my room. Only One elevator working. Hotel needs an update if they want me to come back. I should have left but Tesha was a pro and my reserved room available.

Checked in and got to my room and it was 85° in the room. I turned on the air conditioning and assumed it would cool off. An hour later it was still 85 so I called the front desk to find out that the heat is on throughout the entire hotel and the air conditioning is not possible, unbelievable. No warning nothing on the website. Nothing I will never stay at this hotel again complete and utter false advertisement.

Staff was friendly enough but everything else was absolutely terrible. Rooms were dirty and falling apart, bathroom was not stocked- had no toilet paper or shampoo/conditioner. Despite the room being empty all afternoon, our rooms were never cleaned or restocked. Air conditioner did not work in the entire building, our room was over 80 degrees the entire stay. Three of four elevators did not work so getting from the top floor to ground floor took forever. It really just seems that this place is slowly falling apart and in serious need of repair and better management.

Traditionally Embassy Suites are nice, this one is not. The heat was turned on in the building and each room was unable to use the air conditioning to cool down. When we arrived our room was 92 degrees. This made sleeping impossible. The bathroom in room 714 has a leaky shower and smells like pee. We found two beetles crawling in the kitchenette.

Didn’t expect to share my room with cockroaches! Cold shower. Outdated room with broken furniture. But hey, at least the front desk was friendly! Not sure I’ll be returning, I’ve stayed here several times but I think this will be my last. Plenty of selection in the area, wish they’d put more effort into this location.

This location falls very short of the Embassy Suites standard. There needs to be a serious overhaul of the operations here. Pros: -The front desk staff were very kind -The courtyard area is charming -The lobby shop has many options Cons: -The large shampoo bottle in the shower was empty. I discovered this mid-shower. Luckily, I had a small travel bottle. This is one of the challenges with the large bottles. -I asked at the lobby to have them refilled. When I came back several hours later, new bottles were sitting on the coffee table. I do not have a way to replace them in the shower holders because you need a special key. I asked at the front desk if they could have them replaced. -When I came back the next time, the hand soap was in the shower and the body wash was next to the sink. Again, I did not have the magic key to move them. At this point, I think I was being pranked? -There was a giant toenail on the floor. Not mine! -The AC DID NOT WORK. I asked about having it fixed twice. It was set to 60 and never got below 71. -Overall musty smell. -There were food trays that sat in the hallway for the whole time I was there (2 nights) even though I alerted the front desk. -A woman overheard me discussing with the front desk and approached me in the parking lot to ask if I also had a bad stay. She said her first room had roaches and mouse droppings (no surprise since they leave trays for days on end) and the second room had water damage. Her AC also didn’t work. She was looking for an alternative hotel. -I did not receive my folio until the day after I checked out.

Embassy Suites have built a great reputation of being the standard for "business travelers," hence why I booked this hotel. This was not the case for the Richmond Embassy Suites... Once arrived, I've checked in and given my room key. I go to walk into my room and there was already someone in there laying on the couch eating pizza... awkward! I quickly apologized and left the room to go back down to the front desk. I tell them what happened and they were quick to upgrade me to their best room and got a suite. Great, right? No, not great. The entire top floor reeked of **** and also took forever to get there since none of the elevators seemed to be working or were REALLY slow. Once physically in the room, the suite's AC did not work and there were no pillow cases. Overall, not a fun experience. Will definitely think twice about staying at an embassy again.

OK something has got to give. Let me stat of by saying I work in this industry so my level of expectation is way higher than the average guest. This hotel is OLD and the last reno was at least 15-20yrs ago. The property(building) needs repair, carpets are way overdue for a dep cleaning there should be no reason the HVAC is not a priority especially in the spring/summer months and that goes the same for all the leaks. Understanding that this is wear and tear more preventative measures should be taken. This property has ample parking and since you offer no valet or secure parking the $10 should not be accessed. These are standards that your franchised agreed to uphold and this does not look good for the Hilton brand. OK now that I have gotten that out of the way, The staff makes the experience and my family and I encountered nothing but nice people. From check in with Teasha the drinks with Tammy and the breakfast was very pleasing. My kids loved their pancakes and oatmeal. We met Ms Von and Mr. Willie who were both very nice. Happy hour with FREE BOOZE! That was pretty neat and there were snacks and lemonade which were a set up because they take it down and you're really hungry. The dinner menu was disappointing but what they had was good. I ordered a small house salad with salmon and a burger. The small salad was and the burger were huge and delicious. My wife ordered the steak and the kids had pizza and wing garlic cheese fries. My kids would not share their wings so we ordered bbg and buffalo. We met DJ and my kids especially took a liking to him, He was friendly and funny. He made a suggestion for a bout tour of your canal and it was beautiful. When he found out it was my wife's birthday he sang to her and made her cry. That was special and he can really sing. Check out took a while because there was a team leaving at the same time. The stay could have been better but understanding that somethings are just going to happen DJ Ms Von Mr Wille Tammy and Teasha made up for it. My kids and wife will always remember DJ, We told him that we would mention him in our review. If you stay there make sure you meet him. The Sheltons Colorado Springs