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“They are working on it!” 4 of 5 bubbles
Review of Hilton Richmond Hotel & Spa / Short Pump

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Hilton Richmond Hotel & Spa / Short Pump
Ranked #3 of 80 Hotels in Richmond
Certificate of Excellence
GreenLeadersSilver level
Hampton Roads, VA, USA
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“They are working on it!”
4 of 5 bubbles Reviewed 15 February 2010

I am sure some other reviewers are going to be more harsh about their experiences over Valentine's weekend at this hotel.
The good: The hotel is beautiful. The people are friendly. Check-in was very smooth. The room was great-we had a regular king room. In comparison to the brand new Hampton Inn we stayed in a few weeks earlier there was nothing spectacular about the room...both rooms were really comparable. Comfortable, clean and elegant. The pool and jacuzzi are also very nice. The FOOD at Shula's restaurant was great...we had breakfast both days and sandwiches from room service one evening-great burger and french dip sandwiches.

The not so good: We booked a couples massage at the spa which is also brand new. The treatment room and the technicians were wonderful. The "not so good" part is the "changing room" it's a bathroom with lockers...what in the world? Only one person can be in there at a time because it's a bathroom. There is no where to sit except on the toilet and it's just tacky in my opinion. Another "not-so-good" the hotel is brand new so they have yet to book "welcome" books in the rooms that have the room service menu or anything else about the area...we called downstairs and they were happy to get one the in-room dining menu but it would have been nice to have a little more information in the room and to know what other treatments were offered in the spa.

The bad: Saturday morning's breakfast...disaster! The restaurant was woefully understaffed for the crowd. I don't blame the staff at all- they were all working as fast as they could and being kind but they had ONE waitress for the entire restaurant..CRAZY...there was no way she could keep up with all of the people even if it was a buffet...we also found out that they only had one cook in the back-he couldn't keep the buffet restocked either-on Sunday it was much better because they had three waitresses and a few other people to help out.

All in all I really hope they are able to work out the "kinks" as another reviewer put it and become a dynamite property. They have the pieces but they need better management and perhaps more staffing to accommodate their guests. I would stay here again and I enjoyed my stay but it could have been better in a few minor aspects!

  • Stayed February 2010, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank MsKayeBee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steve K, General Manager at Hilton Richmond Hotel & Spa / Short Pump, responded to this review, 15 November 2013
Dear MsKayeBee,

We are very thankful to have received such awesome feedback from you and it is this feedback that has made us who we are now! The Hilton Richmond Hotel & Spa has worked relentlessly over the years to be the "Best Hilton" in all of North Americas, let alone Richmond and to earn the prestigious "4 Diamond" status from AAA. We are now transformed and as we march towards the holiday season again, we would love to have our initial patrons to come back and tell us how we are doing. It was you who made it happen for us and now let us create brand new memories for you!
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965 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (112)
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English first
glen allen, va
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
2 of 5 bubbles Reviewed 15 February 2010

brand new hotel heat wasnt working had to keep calling front desk for help with no response, took them forever to answer phone. no communication with me to say how they were going to solve the problem then had to switch rooms at 2am! awful!! not very romantice when you go there to celebrate valentines day!

  • Stayed February 2010, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank crstna19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steve K, General Manager at Hilton Richmond Hotel & Spa / Short Pump, responded to this review, 15 November 2013
Dear Crstna19 ,

Thank you for choosing to stay with us and sharing your observations. We are terribly sorry that your experience was not as you expected from a Hilton but we have made great strides since then. We sincerely hope that you will come back soon to celebrate such special moments and allow us to make unique memories for you.
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1 review
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 bubbles Reviewed 1 February 2010

As the title says, the hotel just doesn't have it together yet!

  • Stayed February 2010
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
1 Thank westconcessions
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steve K, General Manager at Hilton Richmond Hotel & Spa / Short Pump, responded to this review, 15 November 2013
Dear Westconcessions,

Thank you so much for your review and appreciate your candor. We recognize that we had some challenges when we opened our doors and it is comments such as yours that continues to guide us and motivate us to be the best new hotel in town! We sincerely hope you will come back and tell us how we are doing.
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Ashburn, Virginia
Level Contributor
50 reviews
38 hotel reviews
common_n_hotel_reviews_1bd8 36 helpful votes
4 of 5 bubbles Reviewed 8 January 2010

I stayed here on Jan 6. The hotel is brand new and looks great. The staff is very friendly and the rooms are clean and have a big LCD HDTV. I do have 3 items I would like to mention that I believe are due to how new the hotel is.
1) Room service - I ordered a side salad and burger. When it was delivered there was no ketchup, mustard or dressing for the salad.
2) Concierge lounge is not yet open
3) Breakfast buffet is also not yet open and I had to wait over 10 min for breakfast even though I was one of only two people in restaurant.

I look forward to returning to see if they have worked out the kinks.

  • Stayed January 2010, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank kaeagan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Steve K, General Manager at Hilton Richmond Hotel & Spa / Short Pump, responded to this review, 15 November 2013
Dear Kaeagan ,

We are pleased to hear that you enjoyed your stay and always appreciate feedback like yours. It is definitely valuable and a way for us to improve on our services and our approach to customer service. We aim to please and have taken every measure to improve the dining experiences of our guests based on your candid comments. We truly hope that you come back soon and let us know how we are doing.
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Additional Information about Hilton Richmond Hotel & Spa / Short Pump

Property: Hilton Richmond Hotel & Spa / Short Pump
Address: 12042 W Broad St, Richmond, VA 23233-7689
Phone Number:
Region: United States > Virginia > Richmond
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Richmond
#1 Business Hotel in Richmond
#2 Luxury Hotel in Richmond
#2 Green Hotel in Richmond
#4 Family Hotel in Richmond
#6 Romantic Hotel in Richmond
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Hilton Richmond Hotel & Spa / Short Pump 4*
Number of rooms: 254
Official Description (provided by the hotel):
The Hilton Richmond Hotel & Spa/Short Pump is an upscale hotel nestled in the heart of the prominent Short Pump area of Richmond. The hotel features 254 rooms & suites and 23,000 square feet of flexible meeting and event space. With Aura Spa and Salon and Shula's America's Steak House, guests are treated to the best options in Richmond. Each of our 254 guestrooms and suites are tastefully appointed to accommodate travelers looking for comfort and functionality. From spacious workspaces with ergonomic chairs to the 42-inch high definition televisions to the Hilton Serenity Bed Package(R), guests will find a comfortable home away from home. ... more   less 
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Also Known As:
Hilton Richmond Hotel And Spa / Short Pump

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