Name: Homewood Suites by Hilton Richmond-West End/Innsbr
Address: 4100 Innslake Drive, Glen Allen, 23060, US

2/10

Poor

02 Aug 2026

Yesim

I was extremely disappointed. The receptionist was unpleasant, and provided horrible service. We had a suite room, and the room was very dirty. Entire bathroom was gross but the bathtub was disgusting, I had to put a towel down just to step in to take a shower. I didn’t like to room at all, zero pros. Felt like a scam with the price I ended up paying. Room was rundown as well. When we opened the plastic case with the sheets for the pull out couch, they were disgustingly wet. I wish I was joking. My one star is just for the morning breakfast. I will never stay here again, I don’t recommend this place to anyone. Do yourself a favor and find a better place. Price of the room was not worth it in the slightest.

8/10

Excellent

15 Jul 2026

Mandie

Rooms could of been cleaner on arrival. But staff was nice, would stay again

Family_with_children

6/10

Pleasant

07 Jul 2026

Emma

Suites needs to be updated.

Friends_and_family Family

10/10

Exceptional

03 Jul 2026

Samantha

Room was clean air conditioning worked great during heat wave staff was very helpful

2/10

Poor

24 Jun 2026

Joshua

Staff were nice for the most part. Breakfast was good but the FLEAS and BED BUGS were hungry. Booked a 4 night stay. Checked in. Room was in need of remodel. Doors were held together with screws. Asked about an ice machine. Was told there was ice maker in the freezer in the room. Guess what NO ice maker. They're answer was 1 ice tray for 6 people. Ceiling fan didn't work. AC ran for 3 days non stop and never got the room cooled completely down. Worst part was wife and I kept getting bitten at night. After 3 nights finally found FLEAS AND BED BUGS! They switched our room for the last night. Spoke with manager the next morning who apologized and said policy was to refund the entire stay and I would hear from him within 24 hrs. Emailed him a pic my wife took of the bed bugs and showed him the bites all over my arms. They got my wife's arms and face! It's been 2 weeks and only thing I've heard was a TY for the pic. Emailed multiple time as replies to original email so I know they would go through to his direct email with no response. Was still charged over $1000 on my card for the stay.

Friends_and_family Family

8/10

Excellent

08 Jun 2026

Raven

Breakfast good staff friendly

Family_with_children

6/10

Pleasant

27 May 2026

Edward

The property in general was clean and the staff was good. However, our room was not great. It was a mini suite. The bathroom was disgusting. The tile floor had areas of mold and the floor clearly wasn't mopped for a very long time. The kitchen had rotting wood. The refrigerator was not able to be opened since the doors were installed backwards.

4/10

Poor

06 May 2026

Gary

Well, this was waaay below normal Homewood Suites standards. The lock on the door was partially broken (the strike plate was completely gone so the dead bolt went directly into the door frame, leaving the door really loose). The pull out couch was broken (leg up off the floor b/c the mechanism was apparently broken). Bathroom door dragged on the floor. The room smelled like someone who did a lot of frying lived there for a long time; there was a smell of old grease in the carpet, linens, etc. Mattress was broken down. Overall room was dark and badly in need of updating, even if it were properly maintained.
Staff was friendly, breakfast was good, hotel was generally quiet.

Partner

8/10

Excellent

03 May 2026

Marguerite

Clean. Good mattress. Pet friendly. Good breakfast and friendly, helpful staff.

Partner

8/10

Excellent

15 Apr 2026

Kimberly

Once i let the staff no that my room was not in good condition they changed it right away

Partner

4/10

Poor

12 Apr 2026

David

I booked a suite with two double beds and initially received a hand accessible room that was missing cabinets and filthy tiles in the bathroom. And then asked if there were other rooms available and was moved to a King with a pullout couch that was not much more. Staff did try and help, but did not seem very apologetic and honestly seemed used to the complaints. The pictures on the site are very deceiving. I would not recommend staying here. We showered and left continuing our road trip without staying the night.

Family_with_children

10/10

Exceptional

05 Apr 2026

David

Staff was great/helpful. Plenty of parking. Room was nice and clean.

Family_with_children

6/10

Pleasant

05 Apr 2026

Toshia

Free parking is a must!!

Partner

6/10

Pleasant

04 Apr 2026

Terethia

Overall nice property but does need some maintenance.

Friends

10/10

Exceptional

16 Mar 2026

Joanne

I reserved a king suite. The bed was very comfortable, the room was clean. It was nice having the separate living room/kitchen away from the bedroom and bathroom. Having the fully equipped kitchen was convenient. The breakfast each morning was nice, although the three mornings we were there featured the same scrambled eggs that were flavorless. It would be nice to have an option of hard boiled eggs as well. Having coffee available 24 hours was a nice convenience.

Partner

2/10

Poor

22 Feb 2026

Tywana

The hotel needs an update immediately, management told me they will not be getting a renovation for another 2 years. The lamps had rust on the brass, the floor lamp shade was broken, it smelled like water damage and the bathroom ceiling and walls was severely stained, chipped of old paint. The location is nice but very disappointed to see I was staying in a undercover Super 8 motel.

Partner

10/10

Exceptional

01 Feb 2026

Alicia

The room was just as described. Very clean. And very quiet.

Friends_and_family Friends

2/10

Poor

20 Jan 2026

Tamara

My kitchen sink had a very bad leak. I reported it. They said someone was coming to fix it. They never showed. They didn't offer another room. When I realized nobody was coming to fix the sink, I had to call back and request a room change. I was in town visiting my hospitalized mother and this just took my anxiety to a another level. Very disappointed 😞

Friends_and_family Family

4/10

Poor

12 Jan 2026

Jon

Room was dirty smells like dog and dog poop. Told the desk they didn't suggest a new room. Was told they would clean it when we left. Bathroom had crumbling sheetrock cracked tiles and sink didn't work properly

Leisure Pet

10/10

Exceptional

10 Jan 2026

Candias

How well the hotel looked. Very clean very quiet and relaxing

Business_and_leisure Self

10/10

Exceptional

04 Jan 2026

Marion

Our room was very clean. All employees we encountered were very courteous and personable—front desk, breakfast attendant, maintenance staff. Accommodations were just as described and very comfortable. Plenty of parking and great location for shops and restaurants.

8/10

Excellent

28 Dec 2025

Melissa

Staff was kind and courteous. Few scrathes and dents in the room.

Friends_and_family Family

8/10

Excellent

15 Dec 2025

Sharonne

The staff was so nice especially Gregg and Jacqueline! Very friendly and with great customer service skills! The rooms on the other hand were ok but could use some maintenance. Particularly the tubs it was rusty and not quite clean! The beds were super comfortable and the decor is nice! The kitchen floor needs upgrading too! The complimentary breakfast was good!But overall nice hotel!

Business_and_leisure Family_with_children

10/10

Exceptional

12 Dec 2025

Tammy

Great location and clean rooms made the short trip enjoyable.

Leisure Family

10/10

Exceptional

08 Dec 2025

MARK

I live this place.

Friends_and_family Family

10/10

Exceptional

30 Nov 2025

Phillip

Yes everything was good

Friends_and_family Friends

8/10

Excellent

29 Nov 2025

David A

Staph courteous. Tv did not get most stations. Disappointing being unable to watch during holiday

Leisure Family

10/10

Exceptional

17 Nov 2025

James

Yes

10/10

Exceptional

10 Nov 2025

Carmen

Great customer service, clean room.

Friends_and_family Family

10/10

Exceptional

10 Nov 2025

morgan

Staff is wonderful !!.. had an issue with charge on credit card and they resolved it quickly and pleasantly !!.. love the room layout . Breakfast is good (as good as you get in hotel Buffett) and the shower is squeaky clean .. would stay right here again .. excellent location in short pump

Partner

2/10

Poor

26 Oct 2025

Erin

We were really disappointed in this stay. It started when the desk clerk told us breakfast was at 7. We specifically chose this hotel because the advertised page stated 6 am. We had a swim meet and were out by 6:30, so we did not get breakfast. Following, the couch bed, which we needed, had dirty sheets on it and a cigarette fell out of it when we opened it. No one offered to clean it up or change it, they told me to and handed me a trash bag for the dirty linen. The bathroom was disgusting, dirty floor, rusted toilet. The kitchen had loose rubber molding, which I tripped on in the night. Also, when we pulled a plug out of a socket, the entire socket came out of the wall. It was really awful.

Friends_and_family Family

8/10

Excellent

26 Oct 2025

Shayla

Clean, spacious suite. Pet-friendly but $75 per pet. Good breakfast options, but try to arrive more than a few minutes before they shut down. Would stay here again.

Friends_and_family Family

10/10

Exceptional

24 Oct 2025

Denise

We enjoyed our stay! Friendly front desk staff who was very accommodating with needs. The breakfast was ok as the food quality may need some improving. We travel frequently and stay mainly with the Hilton brand. Our expectation for Homewood Suites breakfast (premium hotel of the Hilton chain) is similar to Embassy Suites. Looking forward to our next stay!

Friends_and_family Family

10/10

Exceptional

19 Oct 2025

Christopher

All the staff was great to work with and very accommodating. Our room was nice and clean but needed a little love. The headboard was peeling, the bed was a little worn overall but still comfortable. The water pressure was weak on the second floor other than the kitchen sink.

Friends_and_family Family

8/10

Excellent

19 Oct 2025

Derek

The rooms could be modernized a little for appearance.

Self

2/10

Poor

04 Oct 2025

Brendan

Honestly the worst Hilton property I’ve ever stayed in. It’s like a dirtier version of the worst Res Roof Inn.

Leisure Friends

10/10

Exceptional

28 Sep 2025

Deborah

Really helpful and hospitable staff. Thank you!

Leisure Family

8/10

Excellent

28 Sep 2025

Chuan

None

Leisure Family

8/10

Excellent

16 Sep 2025

M.

Property is old- but acceptable conditon

Business_and_leisure Family

6/10

Pleasant

03 Sep 2025

Verified traveler

Mildew in the bathroom, phones that don’t ring to the front desk and closet doors left unhinged by cleaning staff, and mediocre breakfast fare by Homewood Suites standards; the only redeeming quality of this establishment was the friendliness and courtesy of the staff.

Friends_and_family Family

10/10

Exceptional

31 Aug 2025

Stefan

Nice 2Br Suites with plenty of room and hot breakfast

Leisure Family

2/10

Poor

24 Aug 2025

Verified traveler

Terrible

When we arrived and checked in (Thursday evening) the bathroom tubs and floors were dirty. Housekeeping was gone for the day so someone front the front desk came and cleaned one tub. Also there was a fan from the hallway pulled up in our room and seemed a bit off to us, front desk told us to unplug it and throw the plug in the hallway. Once we pulled sheets down there was a dead bug and long hairs in the king bed and some grass in one of the double beds. We were brought extra sheets, but neither sheet fit the king bed. We saw the sign that housekeeping will only clean every other day, but was hoping we can get it clean since it was not cleaned properly when we checked in. So on Saturday early morning I asked for the room to be cleaned and all beds changed and made. The only thing was done was dirty linen and trash taken out. And they gave us 4 sets of towels/was clothes for a family of 6. When we returned later that evening I asked about the room not being clean, there as no answer just apologies from the sweet front desk person, who advised us that the manager would be in at 7am Sunday morning. I went to see the manager to check out this morning and he told us housekeeping didn’t clean the room because there was stuff in beds and floors and they couldn’t touch our things. And housekeeping recorded a video and sent to him. We asked to see the video because we new for sure we took things off the beds for the purpose of finally getting clean fresh bedding. Will never stay again

Friends_and_family Family

10/10

Exceptional

17 Aug 2025

Adeyemi

Friendly staff, nice rooms

8/10

Excellent

17 Aug 2025

Chad

The suite options and overall vibe was comfortable. There were some smaller repairs here and there that were needed…shower bath plug disconnected and sitting on the side, outlet covers not screwed in. Breakfast items tended to run out but was decent quality. Liked that they would fill your coolers with ice for no charge. Staff was nice.

Leisure Family_with_children

2/10

Poor

11 Aug 2025

Tyrone

The hotel experience was terrible. This was supposed to be a back to school shopping and quick getaway. The property was dirty, room wasn't cleaned and it was just overall disappointing.

10/10

Exceptional

08 Aug 2025

Crystal

Nice and comfortable

Nice hotel, comfy, food was good

Partner

8/10

Excellent

03 Aug 2025

Verified traveler

Ok

The stay was ok. My only real negative comment was the smell in the room. It smelt like old water. Like the room experienced mildew previously. And the phone in the phone to reach the front desk did not work. Luckily, I was on the first floor, so it wasn’t a long distance to reach the front desk. Also, I arrived at almost 5:00 pm and the room wasn’t ready. Even though check-in time was 3:00pm.

Friends_and_family Family

4/10

Poor

03 Aug 2025

Fahd

Noise, & the trash they keep it long time after that coming bad smell

Business_and_leisure Family

8/10

Excellent

03 Aug 2025

Rawle

The staff wae very accomodating........I saw ants {They need to exterminate more often).. But the complimentary Breakfast was excellent.

Leisure Family

2/10

Poor

28 Jul 2025

David

The hotel front desk staff was very good but the hotel and the rooms were disgusting. We initially had a 2 bedroom suite but after seeing wet toilet paper balls stuck to the walls and ceiling, our shoes sticking the floors, drapes with holes and food still in the dishwasher, we asked to change rooms. They gave us 2 rooms which were in worse condition. One had bathroom shower black mold so bad we didn't use it. The exhaust fan didn't work and the other bathroom had a large crack in the ceiling from water damage. Plus, no hot water. It got luke warm but that was it. Don't stay here. There are several other hotels on the same street to pick from.

Leisure Family

2/10

Poor

17 Jul 2025

Kathleen

Awful do not stay here, room smelled like mildew and mold everywhere. Both rooms had dirt in bathtub floor and shower curtains smelled like urine. Ac broken in king room and vents had rust and old dust in them. Tried to switch rooms and they wouldn’t let me because I used Expedia.

Leisure Family_with_children

6/10

Pleasant

06 Jul 2025

Margaret

The room was good, clean. Laundry room was out of service.

Partner

6/10

Pleasant

23 Jun 2025

Kelly

It was good enough for a place to stay for one night, but I won’t ever stay here again for the price paid. The bathroom wasn’t clean, particularly the tub. It was dirty, and the drain didn’t work well nor did the tub faucet when switching to shower mode. It was totally out of shampoo too.
The closet doors weren’t able to slide, it looked like they weren’t on the sliding track, making them too dangerous to even move, so we couldn’t get the other blankets out of the closet.

The concierge was lovely though. The breakfast was nice as well. Reminded me of Embassy Suites. Hotels in a central area close to several shopping centers.

10/10

Exceptional

22 Jun 2025

Jose

Great clean property!

10/10

Exceptional

22 Jun 2025

Michelle

I enjoyed staying here and great location to the short pump mall

Leisure Partner

8/10

Excellent

21 Jun 2025

Chad

Room smelled musty, bathroom dirty, and everything felt damp and did not seem well maintained. Room was not what we were going for!

Leisure

4/10

Poor

16 Jun 2025

Patrick

Air did not work good did not get cleaned but 1 day out of 3

Friends_and_family Family

10/10

Exceptional

12 Jun 2025

Anna

Everyone was very friendly, really like the two bedroom suite

Friends_and_family Family

10/10

Exceptional

12 Jun 2025

Paul

Wonderful location. Easy parking. Pool area. Nice size rooms. Plenty of room.

Business

10/10

Exceptional

01 Jun 2025

Rico

It was good

Friends_and_family Family

10/10

Exceptional

31 May 2025

Tammy

Great place to stay

Partner

8/10

Excellent

25 May 2025

laura

The property was clean, quiet and comfortable.

Leisure Family_with_children

10/10

Exceptional

20 May 2025

Elias

Rooms are amazing. Staff was great!

10/10

Exceptional

18 May 2025

Demond

Great

Amazing one night stay

Friends_and_family Family

4/10

Poor

18 May 2025

Faith

Not the Hilton experience

Bathroom sink leaking couldn't even use it. When I called front desk. I was told they could move us to another room but air condition was working well in the room. It's 90 degrees outside ma'am. Went to take a shower &shower head broke was just hanging had no clip for shower head...
This wasn't the Hilton experience!!!!

Business

4/10

Poor

18 May 2025

Kelly

Weather was 90 and pool was not open. Holes in the wall in the room, carpet was sticky in our room and air conditioning didn’t seem to be working in the king room in our suite.

Leisure Family

10/10

Exceptional

12 May 2025

Kai

Great upon arrival, was able to get a late check in. My initial room did have a termite infestation, that we didn’t find out until we were already in there almost settled in the room, but the front desk concierge did give us another room once we made notice. Service was mediocre, because we asked for a water and they acted like they couldn’t give us any. Even after our initial room experience.

10/10

Exceptional

11 May 2025

Teresa

The staff was amazing and such a pleasure to deal with.

Leisure Family_with_children

10/10

Exceptional

29 Apr 2025

Rebecca

This location was extremely clean and the staff was very kind and helpful. We will definitely be staying with them again!

Leisure Family

8/10

Excellent

26 Apr 2025

John

All was great except the bathroom. The floor was sticky, appeared dirty, and the grout was missing around some of the floor tiles. The caulk around the bathroom was sloppy and appeared pink/moldy in a couple spots. Oddly, the rest of the suite was perfect. Thankfully, we just slept and left.

Leisure Family

10/10

Exceptional

20 Apr 2025

Esther Amo

Gregg was amazing for checking us in early and being receptive too. We appreciate it.

Family_with_children

10/10

Exceptional

20 Apr 2025

Mulugeta

We appreciate your hospitality

8/10

Excellent

14 Apr 2025

Phen

Qiet

Business_and_leisure Family

10/10

Exceptional

13 Apr 2025

Marc

The only problem I had was it sounded like a dance party above me and didn’t get much sleep and the fan in the room sounded like it was going to fly off so didn’t use it

Friends_and_family Family

6/10

Pleasant

07 Apr 2025

Oleg

Broken door there was pipe noise the entire stay it was weird; one of the doors was broken like somebody punched it it did had a smell in the room but not too bad

Leisure Family

10/10

Exceptional

07 Apr 2025

Margaret

Good quality overall

Solid choice, rooms were very similar to a Residence Inn - very comfortable for a family. Breakfast was quite good with tacos and burritos!

Friends_and_family Family

6/10

Pleasant

01 Apr 2025

Dipen

Nice hotel

4/10

Poor

31 Mar 2025

Monique

The staff was amazing and did everything they could to accommodate their guest. Special shout-out to Greg at the front desk for his professionalism & Chris in Maintenance/Housekeeping for making my stay more welcoming by cleaning my not so clean bathroom in the room (not sure which one he works in). I won’t make this long, so let’s get to it. This was a nearly 300.00 room w/taxes included for a 2.5 star hotel.

Friends_and_family Family

8/10

Excellent

22 Mar 2025

Jeanette

I didn’t like that the bathroom sick kept having sitting water but overall nice room and stay

Leisure Partner

2/10

Poor

16 Mar 2025

Aubrey

The room was filthy. There was pink mold in the bathroom and black mold on the ceiling. The room had a deep smell of mold and must. It was terrible. The door was broken and looked to have been altered. I was not able to lock the dead bolt and had to place chairs inside the door. The staff was responsive and friendly but the condition of the room out weighed that.
We didn’t feel safe and you left with a layer of funk because of the mold.
Very disappointed.

Friends_and_family Family

4/10

Poor

15 Mar 2025

Verified traveler

It was dirty, broken bed, just overall disappointed with our stay.

Friends_and_family Family

8/10

Excellent

23 Feb 2025

Cindy

Staff was helpful and friendly. Rooms need some updating. The front of the refrigerator was rusty, poor water pressure in the shower and out dated shower. However room was clean . Only one washing machine was working. Overall though it was a good stay

Leisure Family

8/10

Excellent

17 Feb 2025

Lolita

The bathroom had hair around toliet floor.

Business_and_leisure Family

10/10

Exceptional

16 Feb 2025

Dontorious

I enjoyed my stay would come back again.

Leisure Partner

8/10

Excellent

20 Jan 2025

Alisa

Okay

Our stay was relaxing and enjoyable.
My only issue was the doors. Room door, bedroom door, bathroom door, closet doors were all in poor condition.

Friends_and_family Family

8/10

Excellent

16 Jan 2025

Susan

They did a great job supplying water and ice during the boil advisory. Very nice staff.
Breakfast was not fantastic, some items need repair around the community include breakfast area.
Suite needed repair but was cleaned well and comfortable. I slept well, was able to prepare food I wanted.

Business Self

6/10

Pleasant

29 Dec 2024

Tara

A lot of this property was worn down. The bathroom was a rusty. Everyone was wonderful that we met. Breakfast was delicious. It just needs a really good upgrade.

Leisure Family

8/10

Excellent

26 Dec 2024

Chanelle

Staff was polite breakfast was good. Bath room needed an upgrade

Leisure Friends

4/10

Poor

18 Dec 2024

Howard

Jack P

I have stayed here several times and the hotel is becoming dated lots of stuff in the rooms like your coffee pot and electrical outlets do not work. Came in to pillowcases on the bed, but no pillows took hours to get the pillows. Never did get a replacement coffee pot. The breakfast which used to be exceptional is now less than average. In other words, I’m not eating there food it’s nasty. The bagels were hard and stale and plain. The eggs were powdered eggs with cheese in the middle, which were absolutely awful. I will not be staying there anymore, which makes me sad. I have stayed there for years.

Business

10/10

Exceptional

15 Dec 2024

Bianca

Always a great stay

Leisure Partner

2/10

Poor

15 Dec 2024

EDGAR

The absolute worst expirence ever. Hotel smells terrible and our room had TONS of roaches. They crawled in our food, they were all over the place once we had gone to bed. We got moved to another room temporarily before the same type of room was ready, and when they moved us to that room, there was urine in the toliet, the ceiling was dropping water in to the same toliet, and the room was super dirty. There was food wrappers in drawers and dirt and crumbs all over the floor. The nastiest place i may have ever been to. Staff was apologetic but you could tell they didn't care. The one time I don't read reviews I got this place. Other reviews mention roaches and how much this place stinks and is terrible. Stay away. Hilton should be embarrassed their name is attached to this.

Leisure Family

10/10

Exceptional

09 Dec 2024

Wendy

It was real nice and the peopel that works there was polite

Business Family

10/10

Exceptional

09 Dec 2024

Justin

The staff

Business Family_with_children

8/10

Excellent

08 Dec 2024

kelly

Front desk were very friendly.

Partner

10/10

Exceptional

02 Dec 2024

Verified traveler

Thanksgiving Week

We truly enjoyed our stay and the staff was great. We would recommend using something other than Styrofoam plates. Styrofoam is definitely disappointing to see in hotels these days. Other than that we thoroughly enjoyed our stay. We'll be back!

Friends_and_family Family

10/10

Exceptional

01 Dec 2024

Maira

Nice and clean

Family_with_children

10/10

Exceptional

01 Dec 2024

Maira

I like the suite they gave us. It was nice and confortable.

Family_with_children

2/10

Poor

22 Nov 2024

Lawrence

Filthy hotel. Do not book

The room was filthy and we asked for our money back and left. Even after a long drive. Mold and mildew were everywhere in the bathrooms and the beds were absolutely disgusting under the sheets. It was disgraceful. We booked through hotels.com and it made me not want to use them again because it rated this property as excellent and it was anything but.

Friends_and_family Family

10/10

Exceptional

10 Nov 2024

MICHAEL

This is a nice place. I will stay here again when in Richmond.

Self

10/10

Exceptional

04 Nov 2024

Thomas

Alicia at the front desk is the perfect ambassador for this property. She handled aVERY difficult guest in front of us with great patience and professionalism. That person suprisingly left quite satisfied. She was very accommodating to us after a long, exhausting trip. The Langhorne’s room #415.

Leisure Family