Embassy Suites by Hilton Richmond — Hotel in Tuckahoe

I went to the Embassy from June 7th-8th. I understand a hotel can't be perfect but this was below my expectations, not only for the fact of it being a Hilton hotel but also it being a premium Hilton hotel. When we first arrived we were already having issues. The Hilton app wouldn't let me check in through it. So we went to the front desk. At the front desk we met with an amazing check in staff. But they said that our room had been taken by someone else somehow. We had booked 2 weeks in advance yet we still didn't get our room. We booked a 2 queen with a pull out bed. Instead the check in staff offered us an Executive King Suite with pull out. The room they offered us could fit all of us but not comfortably, but it was doable. They also offered us a cot to sleep on but later said they had no more. When we got to the room my first impressions were shocked. I thought that this building had been renovated to be more modern. Upon further inspection it seems like their "renovation" was just new furniture, unprofessional electrical, and new paint. The electrical was all run through conduit with adhesive tape on the wall. Some of the furniture wasn't even newer/matching the other furniture. In the bedroom, the desk had an office chair that matches nothing else in the room and is very old. The bathroom sink faucet also had loose handles and was way too short, so I kept hitting my hands against the sink. The amenities in the bathroom were also lacking. There was built in hand soap, body lotion, shower gel, hair conditioner, and shampoo, in addition to that there were 2 water cups, a bar soap, and a makeup remover wipe. I understand all Hilton hotel amenities are different depending on where you stay but I would expect more from this especially since the Hilton garden inn offers more, for cheaper! The Air conditioner in our room also didn't work the best and did not cool our room well. Cleanliness was pretty good except for there being some weird bird poop like thing on the chair in the dining room which I cleaned off myself, one of the living room lamps had some weird black soy sauce looking dirty spot, there was old tape on the wall by the tv, the track of the balcony was rusty, the toilet had a pubic hair on the bowl and had pee stained padding on the seat, and there were 2 hornet/wasp nests on the balcony window and a huge spider web, speaking of which I also found a dead bug on the lamp shade in the bedroom & on the wall a very small spider, and some weird orange and black looking fly, the bathroom vent and the toilet water hookup were very dirty/dusty. A couple other things I noticed were that the carpeting looks very old but is still in good condition, but some areas of the hotel have really low ceilings that made me uncomfortable and reminded me a lot of a hospital (smells like it too) and the popcorn ceiling certainly doesn't help the modern aspect they tried to add. The refrigerator also isn't a built in but that's okay, I would've just expected a built in especially in a hotel like this. After we entered the room we set up the pull out bed. But there was only one pillow. So I ordered them from the front desk over the phone in which I never received them. Then an hour later I went to the lobby and asked, I was informed that the hotel was out of pillows and sheets! The staff did fulfill my requests that they could though. Like I needed some plastic utensils for food I had ordered and they brought as many as I needed. I understand it's not the staff's fault for these issues it's the hotels for not caring enough supply and tracking what rooms are claimed. It is also to note the day I went was a day that they were fully booked. I was just expecting better. And obviously some things can't be easily fixed through a remodel like the extremely small bathrooms, lack of elongated toilets, and short ceilings, but they can refine what they have to make a premium experience. And also the elevators seem like they're going to break any moment, especially with how slow they are. (Hilton already refunded me majorly...

Substandard Conditions During Stay – June 18–22, 2025

Upon arrival, the room was hot, humid, and clearly uncomfortable. The air conditioning unit was not functioning properly—it never cooled below 75 degrees throughout our stay. A box fan had already been placed in the closet, strongly suggesting your staff was aware of the issue before our arrival. This is not an acceptable substitute for working climate control.

Additional problems with the room included: A clogged bathroom sink that never drained properly.

A constantly dripping faucet, accompanied by our personal use, caused the sink to overflow by morning.

A bathroom door that could not be fully closed.

Dresser drawers that did not shut properly.

Filthy air registers further impacting sleep and air quality

A large, sliding bedroom window that was unlocked, lacked a screen, and opened onto the roof posing a significant safety concern.

We requested to change or upgrade our room the morning of June 19 and were told the hotel was overbooked. We were also informed that someone would come to our room at 11 a.m. to address the thermostat and sink. No one arrived. I followed up at 12 p.m., and someone eventually came to snake the drain—but did not return to assess the thermostat despite our repeated requests. By evening, the sink was clogged again.

We again requested service on June 20. Another staff member poured chemicals down the sink and advised us not to use it for an hour. We waited three hours, but the sink continued to fill from the dripping faucet and basic use, and remained full until our departure. We had to use the living room sink as a substitute for the bathroom. Meanwhile, the temperature in the room rose to 78 degrees. We requested and received a second fan, but it did little to address the heat and humidity.

Upon checkout, we itemized all issues and reported them to the front desk for awareness and documentation. The staff explained that because our stay had been prepaid, they were unable to offer any compensation or remedy. Instead, we were told to contact Hilton corporate directly—hence this letter. Meanwhile, we observed several other guests voicing similar complaints about the heat and humidity, which made it clear that this was a systemic issue.

This room should not be occupied by guests in its current state. In fact, based on the experience and conditions, it seems the hotel as a whole could benefit from a significant upgrade or renovation. The only redeeming aspects of the stay were the modern lobby and the complimentary breakfast, neither of which makes up for the unacceptable conditions we endured.

We were in Virginia to celebrate with family and specifically chose a Hilton for our stay, even though it was 30 minutes away from the events, because we prefer the Hilton brand over all competitors. The lack of responsiveness, poor room maintenance, and unsafe conditions were far below what I expect from any hotel, let alone one affiliated...

The lobby is very inviting. The bed was AMAZINGLY comfortable. The omelets didn't disappoint. The bar manager leaves ALOT to be desired. He requires the the bartenders to vacate the entire bar area at 10p when the restaurant/bar closes. The bartenders were very social and offered great suggestions about where to go out but they can definitely use another, more personable, bar manager. Now, having said that, I will not stay at this hotel again. I've never encountered hotel security unless I'm at a resort. There are friendly security guards that walk the hotel at night enforcing the quiet time mandate. Neither of these 2 things bothered me but worth mentioning. Due to the price you pay for a room, this hotel left ALOT to be desired. Now, on to the things that did bother me......

1. My AC didn't work my 1st night and there were no fans available (they did provide some sort of compensation to me for my 1st night). The 2nd day I was told it was fixed even though it wasn't. Upon speaking with other people staying in the hotel, quite a few people got hot around 2:30-3 AM. That lead us to believe they adjust the air, at the customer's expense, for conservation. 2) There were only pork options for breakfast and the woman working the kitchen on Saturday morning acted as though she was bothered by me asking what type of meat it was. Most places put out a sign saying what type of sausage it is. They also have a much smaller breakfast than other Embassys I've stayed at (no waffles, pancakes or grits). 3) The bar doesn't serve any real food Friday, Saturday or Sunday nights. I had planned on drinking and eating at the bar and had to go to another restaurant to spend money I was prepared to spend in the hotel. They only had salad, chicken salad sandwiches, avocado blt sandwiches and a pimento cheese sandwich. 4) The bathroom is beyond small. For a thicker person, you have to walk in and maneuver in order to close the door to get into the shower. 5) The carpets in the hallway leading to the elevator were FILTHY. 6) My room wasn't cleaned very well. The sofa had hair, lint and a stain that appeared to be body fluid. I'm not sure how housekeeping missed the huge, thick, sticky stain (think smeared strawberry jelly) but I had to have someone come up to mop the floor right after I arrived. 7) The inside shower handle was broken and almost caused me to slip when I grabbed hold. 8) the sink stopper didn't work and the sink took a long time to drain while using it. You had to use in increments and move on to something else for a bit and come back so it had time to drain.

I took a video of the sink because the handle for the stopper comes completely out but Google won't let me upload that.

This definitely isn't typical Embassy Suites quality. I can't say enough how comfortable the bed and pillows are. If you only plan to be in the bed or not in the room much, then this may be your spot. If you're thinking staycation,...