Homewood Suites Richmond West End

Comentarios destacados

• Pickyguests

  07 marzo 2020
  Awful service- rude receptionist

  We left the room at 9 am and got back at 5:00 pm and the room was not cleaned. Upon calling the front office to complain they told us they will see what they can do and not sure if they have someone available! There was no manager on duty and its an awful service in addition to a very below average hotel furniture and bathrooms! YIKES....

  

• thecrustycurmudgeon

  26 julio 2020
  Nightmare stay

  Fri. Jul 17 - Arrived to find trash in the kitchen of our room and unclean bathroom floor. Advised desk staff, who responded about 10 minutes later with alternative rooms (2 suites) and discounted fees. We entered our new rooms and noticed strange streaks on cabinets that looked like bad milkwash job. The same was noted on wood valances in both rooms. It scraped off with fingernail rub. Too tired to bother with it, so slept overnight. Sat. Jul 18 - photographed cabinets and inspected room more closely; disrepair in several areas of the bathroom and living area. I advised desk staff of concerns and was told they would advise housekeeping, who would address the issues today while we were out. Staff asked me to advise when we left so they could direct housekeeping to respond. We left about 11:0AM. As instructed, I notified staff when we left and they acknowledged. When we returned at 4:00PM, our room had not been cleaned; Trash full, towels used. I went to desk staff and advised that we had spoke to staff that morning, yet nothing was done. Was informed that housekeeping had left for the day and there was nothing they could do, but pass along info to housekeeping to address our room the next day. At about 6:00pm, the Air Conditioning air became noticeably warmer and clammy. Contacted Hilton and got online response almost immediately asking for more details. Sent reservation number, photos of problems with room and local response thus far. They finally responded saying they had created a trackable issue in the system and sent a message to management that they need to reach out to us. Sun. Jul 19 - I went down to speak with front desk staff to express dismay that nothing had been done the day before. Staff seemed shocked and stated that they had communicated with the head of housekeeping and was told that the cabinets had to be re-stained. I asked what that meant and she was unable to explain. I told her that I didnt care about the staining, that the stuff currently on the cabinets was unknown and easily scraped off. I wanted it removed and they could re-stain when I was gone. I also noted that I had never been contacted by any manager and I was not pleased about this as staff seemed incapable of making any decision or implementing any resolutions without management consultation and the resulting delays and failed communications were causing more problems. Staff stated that the manager would be in at 3:00pm today. I told her that this concerned me as I was away until late this evening and if my concerns were not being responded to, I intended to leave and find better accommodations. As I was out for the entire day and no manager had made any effort to contact me, I did not wish to return late tonight and find that my concerns had been ignored yet again. She acknowledged this and suggested that she note my concerns in the reservation record as that was the way it should be done. I returned to my room minutes later and found the heads of housekeeping and maintenance in my room speaking with my wife and working on the cabinets. The head of maintenance had no mask on. I immediately asked him to put one on. He left and returned minutes later with a mask. The head of housekeeping was wearing only a face shield. At least, this time, he had the mask down in front of his face. They were very apologetic and assured us that all was going to be dealt with today. The maintenance person asked us to leave a list of anything we needed fixed and that he would address it the next day. We showed him the flooring, the nails protruding from the carpet, and the shower problems. I also advised the maintenance staff about the air conditioner and he immediately started working the system, eventually resulting in an improvement of the air quality and temperature. Sunday, Jul 20 - At about 2:00am, the electricity went off and remained off for about 2 hours. During this time, I was shocked to discover that there were no backup generators feeding any room lights, leaving us completely in the dark without any light to guide us if we needed to evacuate the room. A facility this large should be supported by backup generators. Monday, Jul 21 - The next morning, the head of maintenance appeared at our door (maskless again!?!?!) and asked if we had a list for him, We advised him that the issues with the flooring were the only ones that needed to be addressed while we were here. The bathroom repairs could be done when the room was empty. Upon our return, the floor issues had been Tues Jul 22 - Upon leaving at the end of our stay, the manager finally showed herself. At first, she claimed that she had only been aware of our problems the day before, which was Monday. This seemed unlikely since the manager was contacted by the front desk staff the first night we arrived. We had also repeatedly requested that the manager contact us on the previous Saturday and Sunday. We also knew that she was at the property at 3:00PM on Sunday to cover the afternoon shift and we had been reassured multiple times that she would be informed of our concerns and request to contact us at that time. Upon being told that we were quite dissatisfied and that it was our expectation that she should have reached out to us. Upon being told that she should have reached out to us, the manager became very curt, and then showed us that she had cleared the cost of our entire stay by thrusting the bill in our face. When we said "Thank You", she curtly said Have a good day and turned and walked away from us. While the reimbursement of our entire stay was an unexpected and generous gesture, it was not our goal and it did not resolve the issues we experienced. We never requested financial compensation; what we expected was a professional response from management. Over the last 25+ years, weve stayed at numerous Hilton properties all over the United States and Europe. Most of that time, I or my wife have been HHonors members. Weve stayed at most Hilton brand properties and, whether it was the Waldorf or Doubletree, weve come to expect a certain level of quality and service from Hilton. We understood that our stay at Homewood Suites - Innsbruck West happened during the Covid-19 pandemic. We know that this is/was a difficult time for the industry as a whole and we adjusted our expectations accordingly. That said, it should be noted that we read several negative reviews similar to our experience that were posted in 2019, long before the pandemic arrived. Many of the issues noted before the pandemic remain unresolved over a year later. The Homewood Suites - Innsbruck West does not deserve the Hilton logo and ranks well below the minimum quality and excellence we associate with this brand. Here are some points that detracted from the guest experience here: -- This property gives you the feeling that everything is being limited, including maintenance and infrastructure investment. It is clear that the franchisee has not invested any effort or money to update this propertys appearance or keep it properly maintained. From start to finish, it is outdated and screams corner cutting at every level. * It feels stingy on everything; The property is dark, gloomy, in disrepair, and cheaply accommodated with what seem to be bare minimum efforts. It is outdated, from the ceiling tiles in the hall, to the decades ago country design of the cabinets, to the ancient vanilla PBX-style telephones, to the plastic massage shower head. * The kitchen in both rooms we saw had the bare minimum of 3-4 pieces of flatware for three people. When we asked for more flatware, we were directed to the plastic flatware in the lobby. When we insisted, we were told that the (so far unseen) housekeeping would be notified. They eventually brought us more flatware. * The dishes and cooking equipment was extremely basic, very low quality, very small portioned, very out-dated designs. They reminded me of Cracker Barrel. The bowls and cups were so utterly useless in size that we went out and bought our own. * There were no dishwasher pods for the dishwasher, so we were not able to run the dishwasher between housekeeping services (which took us two days to get). When we asked for dishwashing pods, we were given dishwashing liquid for hand washing. When we corrected them and made them understand, the housekeeping staff gave us one pod one. * Due to the pandemic, onsite cooking was cancelled, so the breakfast included in our reservation was a bagged breakfast. Ours included a pre-packaged muffin, a breakfast bar, and a bottle of water. It was exactly the same every day. * Coffee was available in the lobby in the morning, but at no other time during the day. How hard is it to maintain a hot pot of coffee during the day? Aside from a bowl of fruit in the lobby, I never saw any other food or drink made available to guests. -- The staff here were lackadaisical about PPE, despite state orders mandating masks. All the staff except one had on homemade masks, suggesting to me that the management is not providing any PPE at all. One desk staff had a mask on, but it kept falling off her nose as she talked, requiring them to constantly pull it back up every few words. I observed a staff member in the managers office with no mask on. The maintenance staff repeatedly failed to wear a mask, and the head of housekeeping apparently never wore one, preferring a face shield instead, which he did not use correctly on at least one occasion. We observed guests wandering around the property with no mask at all, despite that fact they were required. This occurred in plain sight of staff with no intervention or reminder. -- Getting action toward a resolution here seems to require management's approval for virtually everything. Im used to calling Guest Services, requesting something, and having it appear at my door, within a reasonable time. The desk staff here seem essentially powerless to do anything but pass a message along to someone else who, in almost every interaction we had, was referred to as the manager, who we never saw or heard from once. -- Related to the above observation, communication here is highly problematic. I asked more than once to speak directly to the manager and was told they were not here at the time. They never were and, despite my request being passed on they never reached out to me. This was also the case with requests to address our concerns; the message was purportedly passed on but no action ever actually occurred as a result. Bottom line: we will never stay here again. I do not believe this property deserves to use the Hilton logo.

  

• alk958

  06 marzo 2021
  If you like noisy soccer kids running in the halls, this is the place

  Before the soccer teams showed up we were fed like prisoners out of cardboard boxes. Apparently 10yr olds and younger kill COVID because the very next morning all table restrictions removed from the lobby and there was what I would consider a normal HWS breakfast from 2019. At night the lobby was crammed with children in various mask configurations but the real cool thing was the parents let them run all over the hotel, run up and down the elevator and knock on doors randomly...and then run and hide. Management wants this to happen because they pandered to the Jefferson Cup tournament and coach must be so proud of the team in this hotel.

  

• DTYBLB

  06 septiembre 2020
  Stay Away If Preventing COVID is a Priority

  First impression not good: At check-in of two front desk staff one had mask under her nose. When I asked her politely to pull it up over her nose she explains that it would not stay on her nose. She tried to pull it up but it was too flimsy and kept falling down. The next day when I encountered her she had the same mask on and it was down under her chin. The day after when we checked out in the morning she had several family or friends in the lobby chatting with her - none of them wearing any masks. Housekeeping staff in addition would walk up and down the hall with no masks on. Obviously this establishment does not feel like its important for their employees to keep safe and abide by the signs posted throughout the facility stating all guests are required to wear masks. Could not wait to check out of this place will never stay here again - pandemic or not!

  

• RoseanneG14

  21 agosto 2020
  Run down and broken - uncomfortable stay.

  This place needs to be refurbished. The bathrooms are old, cracks in tub, very poor water pressure for shower and toilet, mattress was worn out and uncomfortable. The fan in the bathroom was so loud and annoying and is connected to the light switch so you cant turn it off if you have the light on. The ceiling fan in the bedroom sounded like it was about to break into pieces and fall apart. The hook for hanging your robe on the back of the bathroom door was gone and just holes there. Looks shabby and well- theres no hook for you to use. So, without any food options (breakfast and evening reception) that youd normally get at Homewood Suites- (pandemic) - there is nothing left to be desired at this hotel. The outdoor pool was open however was freezing cold and dirty with bugs and debris floating all over the top. Couldnt go in the pool after sitting in the sunshine. The fitness center was well equipped and the only thing that didnt disappoint. You have to reserve it due to COVID - and its only one person at a time. Not a problem to get the reservation because I dont think there were very many people in the hotel this week anyway. I am very disappointed in the Hilton brand -as this is the 3rd property that I have seen in such a poor state. The Hilton hotel brand used to be - for me- all about quality and comfort with a touch of class. You could reserve a room at a Hilton and expect the best. What Im seeing lately is Hilton at its worst. The manager there was gracious and apologetic. It is beyond her ability to make the changes necessary for me to recommend this place in its current stare. I would never stay here again until the place is shown some TLC. Very sad experience.