Embassy Suites by Hilton Richmond

I like that the property was in a central location of the business I had to take care of while away from home. Several places to choose from for dinning and shopping. After we had already checked in, we were informed that the hotel’s air conditioning was “not working at its best” and that we could contact the front desk if we needed a fan. While our room was initially warm but somewhat tolerable, the conditions became increasingly uncomfortable and we eventually requested a fan. This situation was particularly difficult because we are a family of five—two adults and three children—and our youngest child is 7 years old and has autism and related accommodation needs. Because of our family size and the amount of space we need to comfortably accommodate him, simply finding another comparable hotel on short notice was not a realistic option. By Saturday, after spending much of the day away from the hotel, we returned to find our room at 76 degrees according to the thermostat. We ultimately received two fans, which we appreciated, although we were initially told there was a limit of one fan per room. Unfortunately, fans are not an adequate substitute for properly functioning air conditioning. My greatest concern is that nothing was offered to compensate for or otherwise address this significant inconvenience. Heating and air conditioning are among the most basic expectations of a hotel stay, particularly during the summer. Had we known the extent of the A/C issue before checking in, we could have made an informed decision about whether these accommodations were appropriate for our family. My children were resilient throughout the experience, but this was far below the level of comfort and service I expected, particularly because I have had much better experiences at this hotel in the past. I am asking Embassy Suites to review our stay and provide an appropriate adjustment or compensation for the conditions we experienced. I believe some meaningful effort should be made to address a stay in which such a basic component of the accommodations was not adequately provided.

I was assigned to the 7th floor, and the elevators were barely functioning—the one I took stopped on every single floor without warning, keeping me stuck inside until another guest mentioned the elevator on the opposite side worked slightly better. Inside the room, the AC wouldn't cool below 74 degrees despite being set to 69, and there was a noticeable mold smell throughout the space. The entire property felt dark, dingy, and poorly maintained. Even the breakfast fell well short of expectations. As someone who usually expects a much higher standard from Embassy Suites, this experience was deeply frustrating, and I am not pleased at all.

Bad

Staff was nice and breakfast was good

Bad

The room was very clean. The staff was nice and the amenities are worth your while. Only issue was the air conditioning. Couldn’t accurately adjust the temperature in the room. May be because of the age of the hotel and the hot weather during my stay. Other than that it was excellent!

The property didn’t have any air very hot I booked a family suite with a lot of kids

There were issues with the air conditioning at the entire property, so it was difficult to sleep. They did provide two box fans, so that helped. But it was very stuffy.

The air conditioning is non-existent.

The staff at the front desk were really nice and tried to be helpful by switching our room. The fact that the elevators and AC weren't working wasn't their fault. The location and parking at this hotel were good. The AC wasn't working properly at the hotel; nor were the elevators. The first room we were assigned didn't have AC working and had moldy AC vents, a dirty shower, and wallpaper coming off the wall. We were given a second room, and the AC there wasn't working properly either (couldn't get the room below 75 degrees at night and 77 during the day). However, the second room was clean and did not smell musty/moldy. The elevators in the hotel were not working properly. Only 2 of the 4 elevators were working, and we had to wait a long time to come down or go up.

Loved the indoor pool Everything was great

Very please with the staff, bar and Restaurant. Minor cosmetic updates to the room needed. Air conditioning working at 50 percent otherwise pleasant stay

Was definitely not a bad stay. I’m a stickler for good lighting and my room specifically did not have all the lights working and I couldn’t adjust the temperature but if I make a reservation next time I’m hoping I’ll have a better experience.

The ac was out

Hospitality Location Size of room Small bathroom Bath fan didn't work Construction Damaged walls around hotel Tv would black out

the bartender she was awesome We weren't informed that the air condition was broken. so there was no ac at all. i had my 64-year-old mom with me as well which was a big inconvenience for us. when we told the staff i was told that it was on their website that the hotel was under construction. there was also a conference going on at the hotel as well that made it stuffier. everyone was hanging in the lobby because their room were hot. the stay was a very uncomfortable.

Nothing The ac in our room was broken. The room stayed at 79 degrees the whole time

Air conditioning did not work and rooms are dated.

There was an issue with the Hvac system during our stay which made the temperature in the room uncomfortable. The bathroom was tiny and had mold along the side of the bathtub.

Poor lighting in the rooms. AC only at 60% damp clammy feeling. Doors swollen not able to close, hinges rusted. Shower curtain not anchored in the wall so it kept falling.