First the good news. The hotel is located in a growing area with lots of modern shopping options for folks into the suburban shopping experience. The indoor pool is nice and the gym is adequate. Parking is free (a rare find in a big city name brand hotel) as is the Internet connection.
Now the not so good news. Check in was very late. True, like most places they do not promise the ability to check in before 3 p.m. but in most places one can get in sooner. My meeting started at 1 p.m. and I'd driven quite a ways to get there. But no hope of getting to freshen up or relax before the meeting. Still, that was within the stated policy, so one cannot really complain about the situation.
More importantly, for some reason, the hotel simply forgot or refused to clean my room on the second day. I left in the morning and there was NOT a "do not disturb" sign was on the door. Upon my return after lunch I found the room untouched. So, I thought perhaps they were doing the rooms where folks were checking out first. It is a busy place.
When no maid arrived by 4:30 I informed the front desk (in person by walking down there) that if they did not intend to clean the room I would at least like some more coffee and hand lotion for the next day. (I am capable of making my own bed.) The front desk informed me they would have the room completely serviced. So, I left for a jog around and through the nearby shopping area. When I returned, no sign of maid service.
At 6:45 on my way to a business dinner I again inquired. The front desk person looked at me perplexed and said "we requested the service at 4:30." I am not sure what I was supposed to do about it. They promised again to have the room serviced.
By chance I had forgotten my convention name tag and wanted to wear it at the business dinner. When I returned to my room 30 minutes later an attendant was entering.
"I understand you requested extra towels," he said. I explained that I had actually asked for maid service or at least some coffee and lotion. He seemed genuinely surprised. When I arrived back after dinner. the bed had been somewhat made and I had more towels than one person could ever use. But the used drinking glasses from the prior night and the couple of towels on the floor were still there. The trash had not been emptied and there was no new liner for the ice bucket.
So, if you want a fairly new place with a decent pool in a suburban location this is a good choice -- so long as you don't actually expect them to service your room or think repeated attempts to fix the situation will get you anywhere. There is clearly an internal communication problem that will hopefully be addressed over time.
- Official Description (provided by the hotel):
- The Hilton Richmond Hotel & Spa/Short Pump is an upscale hotel nestled in the heart of the prominent Short Pump area of Richmond. The hotel features 254 rooms & suites and 23,000 square feet of flexible meeting and event space. With Aura Spa and Salon and Shula's America's Steak House, guests are treated to the best options in Richmond. Each of our 254 guestrooms and suites are tastefully appointed to accommodate travelers looking for comfort and functionality. From spacious workspaces with ergonomic chairs to the 42-inch high definition televisions to the Hilton Serenity Bed Package(R), guests will find a comfortable home away from home. ... more less
- Reservation Options:
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- Also Known As:
- Hilton Richmond Hotel And Spa / Short Pump