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“Good location, ok on the rest” 2 of 5 stars
Review of DoubleTree by Hilton Hotel - Richmond Airport

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DoubleTree by Hilton Hotel - Richmond Airport
3.0 of 5 Hotel   |   5501 Eubank Road, Sandston, VA 23150   |  
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2X HHonors Points
Ranked #7 of 15 hotels in Sandston
virginia
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
5 helpful votes 5 helpful votes
“Good location, ok on the rest”
2 of 5 stars Reviewed November 16, 2012

If you are flying out of the airport in Richmond, this is a super location. Another positive is that they have a stay and park policy ... a van shuttles you to the airport and you can park your car on the property for up to two weeks. However, the rooms and the service were not up to what I expected of a Hilton hotel. The woman who checked me in was not helpful. The room was only ok; there were dirty towels and sheets piled in the hallway floor outside my door. And there was a mixup in the shuttle pickup...was told the shuttle would be there in 10 minutes...30 minutes later I had to call for it again. Will not stay here again.

  • Stayed November 2012, traveled solo
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kie H, Manager at DoubleTree by Hilton Hotel - Richmond Airport, responded to this review, November 20, 2012
Dear VirginiaTraveler9,

Thank you so much for your recent comments about our hotel. We do take great pride in our hotel and want to always provide the very best for our loyal guests like yourself.

Anytime we can receive feedback whether a compliment or constructive criticism we truly appreciate it. When we fall short, we do sincerely apologize.

We are sorry that you encountered problems with our staff, appearance of our hotel rooms and our shuttle service. We will review your comments with all appropriate department heads and management, using this as a training tool.

Again, we do apologize and give you our promise that we will continue to strive to improve so that when you are back in the Richmond area, you will make us your first choice.

Thank you for your business!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

313 people have reviewed this hotel

Traveler rating
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (42)
Date | Rating
  • English first
  • German first
  • Any
English first
Richmond, Virginia
Contributor
11 reviews 11 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
5 helpful votes 5 helpful votes
2 of 5 stars Reviewed November 5, 2012

I am a Hilton Honnors member and I live and breath thier properties when I travel. This hotel was not quite what I expected of a Hilton Property. I choose to stay in this hotel to attend a hair expo that was being held in town. To be close to the airport one would think the hotel would have a real high standard. The stay was not as good as I expected, to be a Hilton Property I expect not a five star stay but at least a four star that is working towards a five star. The room was a smoking room, which was what was requested, with a pull out sofabed and on king bed. Apparently the room must not be truly dusted, I say that because in the picture hanging over the king bed was a large dead spider, which you could tell was not a part of the drawing in the frame. The bathroom had several live in roaches in various sizes. Always check for any living or dead insects or any other unwanted critters. It tells how well housekeeping truly cleans the room. Sometimes the room may not be used as often as others so housekeeping may not go through and freshen up the room as often. Just cause the room smells fresh does not been it was just cleaned or has recently been cleaned. I would put this Double Tree on my no stay list.

Room Tip: Always check for any live-in insects dead or alive or any other unwanted critters. It tells how wel...
See more room tips
  • Stayed October 2012, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServiceandQuality, General Manager at DoubleTree by Hilton Hotel - Richmond Airport, responded to this review, January 23, 2013
Dear Valued Guest,
We are embarking on an estimated $4Million renovation throughout 2013 and we would love to have your ideas, suggestions, comments, etc. so that we can cater this to our guests’ needs! Would you do us a great favor? We would really like to know what issues you experienced (whether positive or not) and tell us about our employees that you dealt with concerning this matter along with their responses. This is the only way we can correct issues to strive to improve.
Anytime we can receive feedback whether a compliment or constructive criticism we truly appreciate it. When we fall short, we do sincerely apologize. Without feedback like this we can not reach our goal of providing accommodations that exceed our guests' expectations. Please send responses to dave@doubletreerichmond.com. Thank you!
Thank you for your business! Have a great week!
Dave C. Johnson- General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Meitar, Israel
Senior Contributor
27 reviews 27 reviews
19 hotel reviews
Reviews in 19 cities Reviews in 19 cities
20 helpful votes 20 helpful votes
2 of 5 stars Reviewed October 22, 2012

Excellent location and access to airport. However, this property is not up to par on the hotel chain's standards. The rooms are not properly maintained and are rather stale and dated. Cleanliness average and overall price for value is very low. Nonetheless, must say staff was friendly and helpful. Will not stay here again.

  • Stayed October 2012, traveled on business
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServiceandQuality, General Manager at DoubleTree by Hilton Hotel - Richmond Airport, responded to this review, October 25, 2012
Thank you so much for your recent comments about our hotel. We do take great pride in our hotel and want to always provide the very best for our loyal guests like yourself.

Anytime we can receive feedback whether a compliment or constructive criticism we truly appreciate it. When we fall short, we do sincerely apologize. Without feedback like this we can not reach our goal of providing accommodations that exceed our guests' expectations. We would not have reach the ranking of in the top percentages of all Doubletree in the world for 2011 if we didn't care about each and every guest.

We would like to apologize for the problems you encountered at our hotel. We have read over your comments and I have assigned this to my Housekeeping Supervisor, my Front Office Manager (who is in charge of the front desk) and my Chief Engineer so that they can get to the bottom of these issues! Our owners are in the process of planning a total renovation with Hilton due to begin hopefully by the first part of next year!

We would really like to hear any additional comments you may have concerning your stay and tell us about our employees that you dealt with concerning the problem(s) along with their responses. This is the only way we can correct the issues to continue to improve. We would love to hear from you!

Again, we do apologize and give you our promise that we will continue to strive to improve so that when you are back in the Richmond area, you will make us your first choice.

Thank you for your business! Have a great week!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pompano Beach Florida
Senior Contributor
37 reviews 37 reviews
27 hotel reviews
Reviews in 26 cities Reviews in 26 cities
36 helpful votes 36 helpful votes
2 of 5 stars Reviewed October 16, 2012

I stayed the Doubletree at Richmond airport one night for business. I choose this hotel since it was in the Hilton family. Hilton hotels are normally high end & they pay attention to details.

This hotel is one detail Hilton is overlooking. This hotel is very outdated, dirty & in need of a handy man that knows how to repair drywall.

The bathroom was very gross. In the past, the walls have gotten wet (maybe a water leak on the upper floors) but the walls were not repaired. The walls were allowed to dry, which has discolored them & they are cracked.
The wall outlet it broken & the repairs around that outlet were done very badly.
Below are pictures of the walls.

The closet does not have doors on it. The small fridge in the room had a bad smell. The sheets and towels did not match each other. The remotes for TV was very dirty & only worked if you were about one foot from the TV.

Breakfast was not included. But it was very good & the staff at the restaurant and front desk were nice.

  • Stayed October 2012, traveled on business
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServiceandQuality, General Manager at DoubleTree by Hilton Hotel - Richmond Airport, responded to this review, January 23, 2013
Dear Valued Guest,
We are embarking on an estimated $4Million renovation throughout 2013 and we would love to have your ideas, suggestions, comments, etc. so that we can cater this to our guests’ needs! Would you do us a great favor? We would really like to know what issues you experienced (whether positive or not) and tell us about our employees that you dealt with concerning this matter along with their responses. This is the only way we can correct issues to strive to improve.
Anytime we can receive feedback whether a compliment or constructive criticism we truly appreciate it. When we fall short, we do sincerely apologize. Without feedback like this we can not reach our goal of providing accommodations that exceed our guests' expectations. Please send responses to dave@doubletreerichmond.com. Thank you!
Thank you for your business! Have a great week!
Dave C. Johnson- General Manager The Doubletree by Hilton Richmond Airport, Virginia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Annapolis, Maryland
Senior Contributor
28 reviews 28 reviews
14 hotel reviews
Reviews in 23 cities Reviews in 23 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed October 3, 2012

After reading reviews I thought I was "stuck" at this hotel because other places were booked. I was very pleasantly surprised. The room was on the fifth floor; it was quiet, extremely clean and fully stocked. Breakfast was a 10 plus.
I would stay at this hotel again and again.

Room Tip: Easy to find from downtown Richmond.
See more room tips
  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServiceandQuality, General Manager at DoubleTree by Hilton Hotel - Richmond Airport, responded to this review, January 23, 2013
Dear Valued Guest,
We are embarking on an estimated $4Million renovation throughout 2013 and we would love to have your ideas, suggestions, comments, etc. so that we can cater this to our guests’ needs! Would you do us a great favor? We would really like to know what issues you experienced (whether positive or not) and tell us about our employees that you dealt with concerning this matter along with their responses. This is the only way we can correct issues to strive to improve.
Anytime we can receive feedback whether a compliment or constructive criticism we truly appreciate it. When we fall short, we do sincerely apologize. Without feedback like this we can not reach our goal of providing accommodations that exceed our guests' expectations. Please send responses to dave@doubletreerichmond.com. Thank you!
Thank you for your business! Have a great week!
Dave C. Johnson- General Manager The Doubletree by Hilton Richmond Airport, Virginia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Richmond, Virginia
Top Contributor
105 reviews 105 reviews
15 hotel reviews
Reviews in 39 cities Reviews in 39 cities
67 helpful votes 67 helpful votes
1 of 5 stars Reviewed September 2, 2012 via mobile

Anyone that rates this place 3 stars has standards I am not familiar with on this planet. When you walk in the front entrance the noise from the bar blows you backwards. It's party time for a huge group of people on Friday and Saturday nights that is loud, obnoxious and sleazy. It gets worse in the rooms. Old, not clean, 3 towels that feel like sandpaper and paper thin walls. You hear everything in adjoining rooms. Not much imagination required to guess what's going on in this Hotel.
Never going back. Stay at your own risk.

  • Stayed August 2012
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServiceandQuality, General Manager at DoubleTree by Hilton Hotel - Richmond Airport, responded to this review, January 23, 2013
Dear Valued Guest,
We are embarking on an estimated $4Million renovation throughout 2013 and we would love to have your ideas, suggestions, comments, etc. so that we can cater this to our guests’ needs! Would you do us a great favor? We would really like to know what issues you experienced (whether positive or not) and tell us about our employees that you dealt with concerning this matter along with their responses. This is the only way we can correct issues to strive to improve.
Anytime we can receive feedback whether a compliment or constructive criticism we truly appreciate it. When we fall short, we do sincerely apologize. Without feedback like this we can not reach our goal of providing accommodations that exceed our guests' expectations. Please send responses to dave@doubletreerichmond.com. Thank you!
Thank you for your business! Have a great week!
Dave C. Johnson- General Manager The Doubletree by Hilton Richmond Airport, Virginia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Vincennes, Indiana
Top Contributor
90 reviews 90 reviews
39 hotel reviews
Reviews in 39 cities Reviews in 39 cities
27 helpful votes 27 helpful votes
2 of 5 stars Reviewed August 26, 2012

Stayed here in mid July for one night. Older hotel and the rooms were not what I have experienced in the past with Doubletree hotels. Very plain rooms, cracking plaster and very much in need of a serious face lift. Breakfast buffet was ok, nothing to jump up and down and shout about and was off the bar area. Would not stay here again.

  • Stayed July 2012, traveled on business
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ServiceandQuality, General Manager at DoubleTree by Hilton Hotel - Richmond Airport, responded to this review, January 23, 2013
Dear Valued Guest,
We are embarking on an estimated $4Million renovation throughout 2013 and we would love to have your ideas, suggestions, comments, etc. so that we can cater this to our guests’ needs! Would you do us a great favor? We would really like to know what issues you experienced (whether positive or not) and tell us about our employees that you dealt with concerning this matter along with their responses. This is the only way we can correct issues to strive to improve.
Anytime we can receive feedback whether a compliment or constructive criticism we truly appreciate it. When we fall short, we do sincerely apologize. Without feedback like this we can not reach our goal of providing accommodations that exceed our guests' expectations. Please send responses to dave@doubletreerichmond.com. Thank you!
Thank you for your business! Have a great week!
Dave C. Johnson- General Manager The Doubletree by Hilton Richmond Airport, Virginia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about DoubleTree by Hilton Hotel - Richmond Airport

Address: 5501 Eubank Road, Sandston, VA 23150
Phone Number:
Location: United States > Virginia > Sandston
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #7 of 15 hotels in Sandston
Price Range (Based on Average Rates): $
Hotel Class:3 star — DoubleTree by Hilton Hotel - Richmond Airport 3*
Official Description (provided by the hotel):
DoubleTree by Hilton Hotel Richmond Airport is across from Richmond International Airport (RIC) and offers complimentary shuttle service, parking and high speed internet access. Enjoy our fitness center, volleyball court, seasonal outdoor pool and whirlpool. ... more   less 
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Also Known As:
Doubletree Richmond Airport
Doubletree Sandston
Doubletree Hotel Sandston
Sandston Doubletree

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