Homewood Suites by Hilton Richmond-West End/Innsbrook

Staff were nice for the most part. Breakfast was good but the FLEAS and BED BUGS were hungry. Booked a 4 night stay. Checked in. Room was in need of remodel. Doors were held together with screws. Asked about an ice machine. Was told there was ice maker in the freezer in the room. Guess what NO ice maker. They're answer was 1 ice tray for 6 people. Ceiling fan didn't work. AC ran for 3 days non stop and never got the room cooled completely down. Worst part was wife and I kept getting bitten at night. After 3 nights finally found FLEAS AND BED BUGS! They switched our room for the last night. Spoke with manager the next morning who apologized and said policy was to refund the entire stay and I would hear from him within 24 hrs. Emailed him a pic my wife took of the bed bugs and showed him the bites all over my arms. They got my wife's arms and face! It's been 2 weeks and only thing I've heard was a TY for the pic. Emailed multiple time as replies to original email so I know they would go through to his direct email with no response. Was still charged over $1000 on my card for the stay.

Exceptional

Exceptional

Breakfast good staff friendly

The property in general was clean and the staff was good. However, our room was not great. It was a mini suite. The bathroom was disgusting. The tile floor had areas of mold and the floor clearly wasn't mopped for a very long time. The kitchen had rotting wood. The refrigerator was not able to be opened since the doors were installed backwards.

Very good

Loved the stayed

Location. Close to work and many restaurants Dated

Dated

No

Staff was friendly, breakfast was good, hotel was generally quiet.

Clean. Good mattress. Pet friendly. Good breakfast and friendly, helpful staff.

Once i let the staff no that my room was not in good condition they changed it right away

I booked a suite with two double beds and initially received a hand accessible room that was missing cabinets and filthy tiles in the bathroom. And then asked if there were other rooms available and was moved to a King with a pullout couch that was not much more. Staff did try and help, but did not seem very apologetic and honestly seemed used to the complaints. The pictures on the site are very deceiving. I would not recommend staying here. We showered and left continuing our road trip without staying the night.

Bad

Staff was great/helpful. Plenty of parking. Room was nice and clean.

Free parking is a must!!

Overall nice property but does need some maintenance.

Location Price Old They passed the cleaning Soft beds not good for old body

Location was fantastic for me. Loved using Hilton app for check-in, room key, check out. Breakfast spread was nice. Nothing I can think of