Hilton Garden Inn Richmond Airport

The hotel's primary draw is its convenient proximity to the airport and the provision of a shuttle service, making it a practical choice for those with early flights or layovers. While many guests appreciate the friendly and helpful staff, feedback on the overall experience is mixed. The property is often described as outdated and in need of renovation, with varying reports on cleanliness and room comfort. The dining options, particularly breakfast, receive consistent feedback regarding cost and quality. This hotel is best suited for business travelers seeking airport access and travelers with early flights who prioritize convenience. For those considering a stay, it is advisable to confirm the operational status of amenities like the pool before booking, as closures are frequently reported. Additionally, guests should clarify breakfast inclusions and costs upon arrival to avoid surprises.

Facilities & Amenities
Most guests express significant disappointment regarding the pool and hot tub, which are frequently reported as closed for maintenance, dirty, or simply not working, despite being advertised. This is a major point of frustration, especially for families who book specifically for these amenities. The gym is generally considered adequate, though some find it just "okay" and note issues like damaged ceilings. While Wi-Fi is available, many guests experience connectivity issues and poor signal, making it difficult to work or stream, with some noting limited cell service in the area as well. Reviews also mention issues with the elevators, with only one often being operational, leading to wait times and dirty conditions. Furthermore, guests have reported problems with the laundry facilities being out of order, adding inconvenience to their stay.

Cleanliness & Room Comfort
Feedback on cleanliness and room comfort is highly varied. While some guests found their rooms clean and spacious, many reported significant issues, including dirty rooms, dingy sheets, and even the presence of roaches. The overall impression is that rooms are outdated and in dire need of renovation, with complaints about peeling wallpaper, worn carpet, and a general musty or damp odor. Most guests found the beds to be notably uncomfortable, describing them as hard, lumpy, or causing back pain, though a few found them comfortable. Noise levels are a recurring concern, with significant plane noise due to the hotel's proximity to the airport, and disturbances from hallway noise due to old door closers. In-room amenities like TVs often have limited channels or require staff assistance, and many outlets are reported as non-functional. The bathroom condition also draws criticism, with issues such as wobbly toilets, low shower pressure, mold, and rust.

Dining & Food Quality
The dining experience at the hotel receives mixed to negative feedback, particularly concerning breakfast. Most guests are disappointed that breakfast is not included with the stay and is instead offered at a significant additional cost, often cited as around $15. The food quality for breakfast is frequently criticized, with descriptions of limited options, pre-packaged items, and poorly prepared dishes like dried or mixed-in scrambled eggs. Many guests feel the price is not justified for the offerings. The on-site restaurant and bar also face criticism; while some found the food outstanding, others reported issues like raw wings or minimal and expensive choices. A common complaint is that the bar and restaurant are often closed early, unstaffed, or not open at all, leaving guests with limited on-site dining options and sometimes forcing them to seek food elsewhere. Issues with room service availability and responsiveness have also been noted.

Location & Accessibility
The hotel's location is consistently highlighted as its strongest asset, primarily due to its extreme proximity to the airport. This makes it an ideal choice for travelers with early morning flights or those needing a quick overnight stay. The complimentary shuttle service to and from the airport is generally appreciated for its convenience, though some guests have experienced delays, limited hours, or unreliability, leading to missed connections or unexpected costs for alternative transportation. A significant trade-off for the convenient airport proximity is the considerable plane noise that can be heard throughout the day and night, often requiring earplugs for a restful sleep. Parking is available, and while some guests report it as free, others mention unexpected charges. The hotel is noted for its easy highway access, but it is not considered to be in a central location for attractions or within easy walking distance of many restaurants or shopping options, aside from a nearby convenience store.

Staff & Service
Feedback on staff and service is notably mixed. Many guests commend the friendly staff and their helpful demeanor, particularly at the front desk, highlighting instances of quick check-in and accommodating requests. Some specific individuals are frequently praised for their excellent customer service. However, a significant number of reviews report negative experiences, describing some staff as rude, unprofessional, indifferent, or unhelpful, particularly during busy periods or when issues arise. Communication problems are also noted, such as staff being unreachable by phone from rooms. A major point of contention is housekeeping service, which many guests report as inconsistent or non-existent, with rooms only being cleaned for check-outs or requests being denied due to short-staffing. The shuttle service, while appreciated by some, also receives criticism for unreliability and limited hours, impacting guest convenience.

Additional Information
Guests frequently note that the hotel is an older property in need of significant renovation and updating, with many areas appearing worn or dated. A recurring point of frustration is the housekeeping policy, where rooms are often not serviced daily, with some guests reporting that cleaning only occurs for check-outs or every few days, even when requested. This has led to dissatisfaction, with guests having to actively seek out fresh towels or toilet paper. There is also confusion and disappointment regarding parking fees; while some reviews indicate free parking, others mention unexpected charges upon arrival, which can be a source of frustration. Furthermore, persistent Wi-Fi issues and limited cell phone signal are common complaints, making it challenging for guests to stay connected or conduct business, despite the hotel's proximity to the airport.