4/10 Poor
Andria
Travelled with family
29 Dec 2024
Liked: Room comfort
Disliked: Cleanliness, staff & service
Dogs are treated better than 3rd party bookings
We have visited this hotel multiple times, however- something about this stay has made us feel very “ othered” and not treated the same as other guests. For example- we were not offered valet services, nor were we offered upgrades or dining accommodation, our room is less than satisfactory. However, tonight to top off this experience- my sons and I were playing a game in the lounge- typically Hilton provides a caraf of water to their guests-in the lobby along with teas or coffee ( not here) so, they would like water- my eldest asks the concierge at the desk as we have a direct view of what’s available at his feet for a bottle of water. And he tells my son he can buy a bottle
Mind you- we paid exactly the same price as what was listed directly through hiltons site but opted this route because of convenience…
After my son returned and told me he was offered the option to pay 5$ at their convenience stand we watched the guests arriving for check in being offered bottled water not only for themselves but their dog.
You can only imagine how deeply I hurt for my children, but the absolute dissatisfaction and disappointment I have about what I thought was perhaps our little escape hotel away from home. We specifically planned our Christmas retreat here to Richmond because of the last time we were here in July but I have to say - pretty sure it’s changed hands because the experience is below expectations and it’s been made clear 3rd party bookings don’t get the same care here
Andria
Stayed 2 nights in Dec 2024