Homewood Suites by Hilton Richmond-Chester — Hotel in Chester

I honestly wish I could rate this hotel and my experience at a -5 stars! I was driving back from Florida with my husband and 2 year old son when I decided to book a hotel to make a rest stop for the night. We were passing through North Carolina when my son started to seem exhausted from the days travels so we decided to book a room through the Hilton app since I’m a Hilton Honors Member. I booked a Non Smoking King room at exactly 9:15pm and received an email confirmation immediately which I will attach to my review. I kept on driving for another 2 hours just to finally arrive at my destination to be told by the front desk representative that she doesn’t have any non-smoking rooms available anymore as she upgraded someone else since we didn’t seem like we were coming to check in. I then asked this front desk representative, which told me her name was “Arginay Chatman” and didn’t have any name tag or any proper means of identification, to speak to her manager immediately as we had just came off the road after 12 hours of driving and refused to accept her proposal of giving me a smoking room simply because our son is asthmatic. The representative called her manager on the phone and clearly they were unavailable at the moment ( probably not even on the property) and they couldn’t offer any resolutions. I then asked the front desk girl if there is any other non-smoking suites or anything at all we can upgrade to even if we have to pay a difference because we desperately just want a room to rest. I was offered no response from this front desk lady which at this point seemed to start getting frustrated with the situation and not being able to resolve my matter and having a long line built up behind us. She then asked us to step aside until her manager can call back and give her further instructions which we did without hesitation. I was left no other choice but to reach out to Hilton Honors Customer Service at this point which offered to relocate me. Since the hotel couldn’t offer me any solution at this point I decided to take up the offer. The customer service rep on the phone wasn’t able to contact the hotel but went ahead and did everything from canceling the current booking and re-book me to another hotel 10 mins away. I will leave my review for that hotel on their page but I must say I am gravely disappointed in the manner this hotel treated me and eventually had to be relocated because of their irresponsible behavior of overbooking or upgrading others to rooms reserved for others. No amount of apologies can make me take back my review or sharing my horrible experience I had at this hotel. TRY YOUR LUCK AT ANY OTHER HOTEL IN THE AREA! FORGET THIS HOTEL AND ITS POOR MANAGEMENT! You will regret going here! I will upload both photos of confirmations showing I booked since 9:15pm and then had to be relocated to another hotel at 12-1AM with my 2 year old son and having to wake up in the morning and check out at 11am. It’s not fair what they did to us! It...

Awful experience at this hotel. It was old, outdated and not clean (my room).

1. Upon entering the room (213), we noticed a dead roach in the window. We reported it and they apologized and "gave a small discount". They weren't surprised or shocked. They never offered to remove the roach (it's probably still there). I think they have a roach problem in that hotel and aren't surprised to hear about it.
2. The shower was dirty. We ended up buying cleaning supplies to clean the shower before we could shower. It had rust on the floors and black stuff.
3. Carpet was dirty. Not sure when or it if had been cleaned.
4. Hand sanitizer bottled were mounted around the hotel & on the elevator but not one of them had anything in them. It was for show because they were all empty.
5. Staff (front desk or food staff) didn't have masks on. Masks aren't either required or enforced in the common areas (elevators, around the buffet, etc.).
6. The day of checkout, housekeeping (an old man) knocked on our door at 8:30am asking if we were there (they wanted to clean). We were asleep. My husband went down to breakfast around 9am (I stayed) and good think I put the lock on the door because they tried to open the door (they must have saw him leave). They knocked on the door (and tried to open it again) around 10am asking us again when we were leaving. Checkout was at 11am so this was very annoying. When we finally left at 10:50am, the old man was standing next to our door waiting on us to leave....Wow! I reported that to the front desk and they apologized and said he was new and they were trying to get him to not do that (but he didn't understand English very well so he didn't understand that it's not cool to hound the guests until they leave).

Positives: location was near where we were going.

Overall, I was very disappointed. I am surprised that Hilton would attach their name to this place. It is old and in need of updating the rooms. I have pictures of the roach and a video and will be sharing with Hilton corporate. We shouldn't have had to pay anything for this room; the small discount wasn't enough. I will not be staying at this...

I've been a Hilton Diamond member for quite awhile and I have to say without a doubt that this hotel is a complete embarrassment to the Hilton brand name. Checked in Thursday night to room 515 only to find the AC not working and it was 86 degrees in the room. Young man at the front desk was kind enough to switch us to room 115. Friday after spending the entire day out visiting friends we came back at 4:30 pm to find room service had done a halfway job with the beds made but the duvet cover laying in a heap on the floor beside the bed, 1 clean towel, trash not emptied and the dirty bath mat still on the tub. I had to chase down bath towels at the front desk...an hour later we were walked in on without even a knock on the door by the room service lady. Saturday was a repeat of Friday events as I had to chase down towels and nothing had been done to our room except they took out the dirty towels and this was as of 5 pm. No beds made nor trashed dumped. By Sunday the trash in the laundry room and 1st floor vending room was heaped well over the top and had been so since Thursday. Ice machine on first floor was inop, pool was out of order the entire 4 days everything was a failure. Killed 2 spiders and a handful of various bugs during our stay. Found a nasty dirty cooking pot in the cupboard that hadn't been cleaned in weeks. Upon checkout, which was a day earlier than expected due to all the problems, the assistant manager decided to give me back 40,000 of the 80,000 Hilton Honors points I spent on the room. I will be contacting Hilton directly to inform them of this disgraceful misrepresentation of the Hilton brand. Do yourself a favor and pick a different hotel if you're staying around Chester VA...you'll thank me for...