I have been traveling for over 40 years (mostly Business). During these travels, I’ve been lucky enough to see just about every state in our great country. That said, I can honestly say that I have never been treated as poorly as I was just greeted and treated by Elliott who stood behind the front desk as we entered this Hilton Property. Why? Because I walked in with a genuine (not fake) registered Service Dog. Elliott wanted nothing to do with me and my wife (or of course our Dog)…he was loud, belligerent, and rude! We felt very awkward in front of the other guests during Elliott’s show he put on for them. People with disabilities feel enough anxiety without people like Elliott adding to it! I used to be a Diamond member with the Hilton Group when I traveled every week. Now that I am retired, I am reduced to a silver member. After this stay, I will be reduced to a “non-member”…

Hilton Richmond Hotel & Spa/ Short Pump:My companion and I were part of a tour group on a week tour of historic sites associated with the founding and independence of the USA. The Hilton Richmond Hotel & Spa Short Pump was our last hotel of the tour. We stayed at this hotel two miserable nights. If you like it HOT then sleep in the North rooms of the miss-managed hotel. Your room is the “Spa”. When my companion and I arrived at our 3rd floor room 328, the first red flag was the entry door to the room was not locked or latched. It is supposed to be a self-closing door but does not shut properly and latch. You must be sure to pull/push it shut. When we entered the room the temperature was stifling. The heat was so oppressive that honestly it felt cooler standing outside of the hotel in the hot August sun. I immediately went to adjust the room thermostat down. The thermostat was set at 75 but the room felt much hotter; so I adjusted it to the lowest allowed setting which is only a ridiculous 68 degrees. I then gathered up my dirty clothes, (we were on a tour and this last hotel had a laundry), and went to the hotel laundry room on the first floor, North Side, to wash a load of clothes while letting my room 328 hopefully cool down. I was surprised when walking down the first floor North corridor to the laundry room that this hall too was stifling hot, just like the hallway on the 3rd floor where my room 328 is located. I entered the laundry room and it must have been 100+ degrees. I was shocked and within 10 minutes I began to sweat profusely. The laundry machines don’t accept actual money, you must set up an application on your smartphone called “Wallet Pay” while sweating to death. I did so, prepped washing machine #2, put my clothes and soap in the machine and pressed start, nothing happened; the machine was defective and would not start. I tried to use the self-help chat console connected to the machines and was informed that customer service was closed for the day and I would need to contact them the next business day. I went to the hotel registration desk and explained about the oppressive heat in both my hotel room and the laundry room. I also told the receptionist that I needed a $3 refund for the defective washer. She told me that hotel management was aware of the air conditioning system issues in the North section of the hotel and had already had repair technicians look at the air conditioning system 4 times but haven’t been able to fix it. She also told me that the laundry machines belong to a third party and she cannot provide a refund. I was hot, disgusted and frustrated. I went back to the laundry and decided to check out the gym facility and bathroom next to the laundry room for temperature. The bathroom too was hot but the gym was a very cool 65 degrees. I used gym weights to prop open both the laundry room and gym doors to cool the laundry room down to approximately 75 degrees and this did help. I then proceeded to use a different washer and dryer to launder my clothes. When I finished laundering my clothes and went back to my room 328 I found that the temperature was still very hot and my companion informed me that there were additional room issues. It seems that the bathtub shower head doesn’t function properly. The majority (80%) of the water flows out the bathtub faucet and only (20%) out the shower head. The kitchen table top is also dented in several spots. I then went down to the front desk and requested to be moved to another room on the South side of the hotel that is not having air conditioning issues but was told there was none available. I was promised that I would be moved to another room on the South side of the building the next day but the front desk did not do this because they said no rooms had become available, yet I saw new guests being assigned rooms on the South side. The front desk staff were very deceitful and unhelpful. I would rate the maintenance and upkeep of this hotel at a 1 on a scale of five and this is being generous. I will not be staying at this hotel ever again and I highly recommend you go elsewhere. So, I remain hot, sweaty, and sleepless. Qihua & SteveStayed at Hotel 8/3-4/26

The hotel itself is nice with plenty of restaurants and shopping in the near vicinity. The people working the front desk are professional and hospitable. I was less impressed with the rooms. The shower head was hard to control, spilling water on the bathroom floor and the noise between rooms is noticeable. One can hear any loud noise in the next room. The coffee options were not great. We never ate in the restaurant. You need to pay $10 a day for parking, which is a turn off. So, while the people working there and the location were great, the other issues detract. It’s a mixed review, especially since it is pricey to stay there.

Superb hotel staff and housekeeping staff. Restaurant lunch menu is limited but very good. The rooms get hot as the outside air temperature rises. The AC underperforms. The conference facilities are above average and the staff works hard to ensure your time there is pleasant as possible. Parking is ample.

First impression of thus establishment was the friendly, courteous, professional, and attentive service from Courage, the front desk clerk. An employee like him is who any company should have as a standard for first impressions. The hotel was nice, clean, spacious, and full of amenities that anyone could expect. We enjoyed our stay and will definitely stay here again