Virginia Crossings Hotel & Conference Center, Tapestry Collection by Hilton — Hotel in Glen Allen

I am very torn about this rating. The room was very nice and so was the customer service, but we were so disappointed by the experience from the standpoint of being a guest with a disability. I booked a room online that included 2 queen beds and a roll-in shower as my mother is very recently wheelchair-bound after a devastating ALS diagnosis.

When we arrived, I was informed the only room available had a tub and a king size bed. This was not a realistic option for us as my mother has a lot of medical equipment which takes up space on the bed and also is not able to use a tub. I was disappointed I was able to reserve the 2 queen beds with a roll-in shower option days ahead of time when it was not actually available. Fortunately, the staff pivoted well and identified a room that could be suitable but needed to be cleaned. I appreciated their ability to get the room type I reserved ready, but we waited for almost an hour for the room to be cleaned after traveling for 4 hours without my mom having a bathroom break. It was a lot for her.

Once we got to the room, she could not actually use the toilet because it was not ADA accessible. People requiring a handicap-accessible bathroom generally need higher toilets because they are unable to drop to a standard toilet seat or rise from it. I had to get assistance from another person to get my mom off of the toilet which was incredibly embarrassing for her. I was very pleased that the staff actually took the time to go out a purchase a seat riser for the toilet to make it a few inches taller, though the toilets truly should be replaced as the riser are not incredibly safe and still don't add the right height needed.

While there, the elevator closest to the handicap parking spaces broke down meaning she had to use a different elevator that let her out on the opposite side of the building and then go all the way around the building to access parking. It may be wiser to accommodate wheelchair-bound guests with rooms on the first floor.

Finally, I was very excited to take Mom to the pool as she has recently been approved to do water therapy. I specifically chose this property because both the pool and the hot tub had a chair lift for disabled guests. I even called in advance to ensure this was the case after making sure by looking online. I was told they were ADA accessible and we were good to go. We spent several hours shopping for a couple of bathing suits for Mom as she's lost about 60 pounds in the last few months and went through the very arduous task of getting her ready for an evening at the pool only to be met with disappointment. The batteries for both pool chair lifts were dead and it was inaccessible to her. I called the front desk immediately and was told someone would be there shortly to repair the issue. After an hour and no one coming to the pool, I called the desk back and was told that someone was supposed to let us know they don't have batteries and the pool just can't be accessed.

While I really appreciate the staff trying to accommodate us by getting the type of room I originally requested and purchasing a seat riser for the toilet, my mom's spirit was broken on this trip and this stay really made her feel like a burden, something I never want...

I flew into town and a local said "that place is like a horror movie college campus" and it could not be more accurate. Beginning with directions, there is not one section of Maps that can accurately describe how to find this place. From driving into a gated community and pulling a u-turn at the bare entrance to the compound, to the absolute lack of signage indicating you're anywhere near a Hilton, GOOD LUCK finding the check-in counter without calling. Hospitality is what you would expect from a Tapestry Collection from Hilton - and that is the only reason this property earned 2 stars.

We'll start with the Pros: Common areas are exceptionally clean, except elevators. Grounds are exceptionally clean. Water pressure is superb even on the highest floors. Staff is friendly and seem willing to help without rolling their eyes! The Tavern Grille on-site is it's own animal, but in general is worth spending your time and money at even on off days. (That review will be posted separately)

Now for the neutral: Complex is very 'southern life' style for better or worse. Wall paper is beige and gold, carpet is blue and gold. Everything feels like a plantation was updated with LED lights and an actual vacuum cleaner sometime in the past decade. Hotel rooms have an ambivalence of being exceptionally old and unkempt but updated and modern. Rusty fixtures and moldy grout clash strongly with new fixtures and large TVs. It's difficult to understand what the property is trying to accomplish. Amenities are not on par with other Tapestry Collections, but far from the Neutrogena baseline of Hamptons.

The cons: Signs? What signs? Good luck finding the place, and a complete expletive for anyone trying to look for a 'Hilton' property. You MUST call the hotel to find out how to check in, where to park, where your room is, and where the restaurant is. Did I mention the lack of signage? It doesn't stop when you check in. Good luck navigating the tunnels. It's basically throwing 18th century 'fancy' names onto rooms and tossing up a sign that looks like it came out of some budget video game. This has been a Hilton property for long enough that slapping a 4-star 'Tapestry' logo on it should mean more than I'm signing up for a tapestry-thin blanket and management that feels that is sufficient. The rooms have zero ventilation, there is no bathroom fan or windows that can be opened. This means that all the rooms have an overpowering scent of chemicals as they try to contain mold from showering. If they are your own smells, be prepared to enjoy that your entire stay - even hours or days after. Internet is spotty and slow. 6 disconnects on a 30m Teams meeting (2022) at 11am is not acceptable. There are 4 people in the meeting, none use video, and I can't even use audio on 'premium wifi'?

In summary, this is not a property I can recommend outside of 'plantation theme' weddings or large golf outings that will take advantage of the course next door. I hope that in the next few years this place will feel less like the Hilton version of a horror movie college complex. and more like a respectable hotel but as of 2022 I cannot recommend any business travelers consider this place over a much cheaper...

Disappointing Stay During Wedding Weekend

My husband and I came for a wedding and reserved our room as part of the wedding block. We drove five hours from Philadelphia, PA, across four states and arrived at the hotel around 12:30 PM, expecting to get some rest from the tiring road trip before heading to the wedding venue for rehearsal.

Check-in Experience: We waited about five minutes for someone to show up at the front desk. When the attendant finally arrived, she didn’t even check the computer before dismissively telling us, “Nope, check-in is not until 3 PM.” That’s not the kind of service we expected. We felt completely unwelcome. Later, we heard that other wedding guests were able to check in around 2 PM. This inconsistency made us feel extremely uncomfortable—it felt like we were being treated unfairly or discriminated against, and that the hotel was not applying its policies equally.

Since we couldn’t check in, we headed back to our car—feet cramped from the long drive—and went straight to the wedding venue. We finally returned around 5 PM and were able to check in then.

Room Assignments: Our room was on the 5th floor, while other wedding guests were spread out across the 2nd and 3rd floors. I'm not sure if this is standard practice, but in my opinion, guests attending the same wedding should be placed closer together. It makes socializing easier and avoids disturbing other hotel guests during after-parties.

Room Issues – AC Not Working: The room was uncomfortably warm. Despite it being a hot day in May, the AC wasn’t functioning. The entire air filter panel was missing, and the wall-mounted control panel wasn’t even lighting up. We had to call the front desk for help, and apparently, the hotel was in the middle of maintenance for the AC systems—but they still checked guests into rooms that weren’t ready. Other wedding guests reported the same issue. This was unbelievable and totally unacceptable.

Broken Iron: I tried to iron my jacket for welcome dinner, but the iron kept leaking water. I had to keep wiping off the water leak on my jacket and refilling the iron. Thankfully, my jacket wasn’t damaged, but it was an unnecessary hassle.

Old, Wobbly Elevator: The elevator felt very old and shaky—genuinely scary, like it might break down at any moment.

Parking Problems: After the wedding, around 10:30 PM, there were no parking spots available. The hotel was likely fully booked for Memorial Day weekend. We had to park at the back of the building and walk all the way to the front to access the elevator—not ideal after a long day.

Overpriced Stay with No Breakfast Included: The wedding block rate was $200 per night, yet breakfast wasn’t included. Instead, they charged $21 per person for a limited American-style breakfast—less variety than a typical B&B. We’ve stayed at motels that offers not only American but also Asian breakfast options like steamed buns and congee for free.

Overall, while the buildings, check-in lobby looks grand and is nicely landscaped the outdoor area, but everything inside feels outdated and poorly maintained. It’s all appearance with no real quality or care behind it. I...