Hampton Inn By Hilton Richmond-Southwest-Hull Street, Midlothian

The friendly staff makes you...

Liked: First, the staff was EXCELLENT- very friendly and uplifting. Upon arrival, the electricity had gone out. The staff in attendance ( October 30th) were EXTREMELY accommodating and informative as customers arrived. They even phoned me personally to let me know the power had returned. Every time we left or entered the facility, we were greeted with a smile and a friendly hello. On our last night there, the fire alarms went off at 2:30 AM and again at 6:30 am. Both times, the staff at the front desk was incredible in keeping us informed as to the status. He were calm under the circumstances and in control. (It seems there was a mishap with the water compression system that needed to be addressed. ) The staff person hired for room cleaning was delightful. What a hard worker! The location in MIdlothian/RIchmond area is very convenient to retail, grocery and food. We stay at Hampton Inns frequently - pretty much exclusively. We travel to visit family. We have stayed at competitor facilities. But we have found, in most cases, the staff and the attention to customer comfort is excellent within this Hilton hotel. We stayed for 4 nights. This was our second stay at this location.
Disliked: This location could really use some upgrading. It is not as vibrant and visually welcoming as other Hamptons we have stayed at. The hotel and rooms feel tired and are very dark. In today's world, USB ports are essential in rooms. There are none - at least in the room we stayed in. The outlets in the bathroom are placed in such a way that it is difficult to get cords plugged in. The mattress in our room was not very comfortable as well as the pillows. (But this also is a subjective preference). The slim choice of TV programs was not appealing. That being said, we weren't in the room all that much except in the evenings. The room was clean but not as spacious as other King bed rooms we have stayed in at other Hampton Inn locations.

Poor customer service

Liked: The room was very clean
Disliked: My original booking was for a king bed but after arriving i was greeted with poor customer service by the manager who informed me that somehow the site overbooked them and I would be getting a room with two queen beds. It wasn't a big issue, but the lack of apology offered and telling me it was the same price had me upset because when I booked, I compared the extra price to getting a king bed. On top of all that, the morning of check out around 6am, the fire alarm goes off. Not one employee made sure that customers were informed of anything. The staff was all huddled around the front desk, waiting for guest to approach them in questioning the issue of the fire alarm going off. Their response was faulty equipment, so now it was a concern of if there's an actual fire, would the building safety mechanism actually work? This was my first and last time time being a guest at this location. Very poor customer service, and lack of concern for the guests rest being disturbed without offering any apology what so ever.